Business Profile

3D Printers

Glowforge

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Glowforge's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

90 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the glowforge laser at the beginning of the year and have been talking to tech support since. They will not let me return, nor send me new equipment. I keep getting the response, try this 1st...have lost my customers. I have seen class action talk from other customers but no way to contact them.
Business Response
Date: 07/30/2024
We are working with the customer to resolve this matter and we will remain available to support them in the future.
Initial Complaint
Date:07/20/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Glowforge spark from this company and the first machine I received was defective. I was On the phone with tech-support two different times totaling 4 1/2 hours. They decided that I had a defective machine and I needed to return it. So I returned it. I received my replacement machine on July 19 24 and this machine did not come with A Power cord, materials, Just the machine and the vent hose. I originally ordered my first machine on June 24, 2024. This has been going on Almost one month now. Today, I am fed up with this company. Today when I spoke to them, they told me that They will not give you a refund on the glow Forge spark or aura. I have a small business and I try to help Make ends meet. I am 73 years old and do vendor Event, sometimes, this is why I was going to use this machine. Please help me. I would like to ask to get a refund on this machine so I can get another type of machine from another company. I paid with third party AFFIRM.I just wish I have done more research on this matter. I am not the first person that has a problem with these machines. If you will check on ************** page or Glow forge, spark.
Business Response
Date: 07/23/2024
We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty
Customer Answer
Date: 07/23/2024

Complaint: 22019263

I am rejecting this response because: I have not heard from the Company Glowforge. They have not offered me anything. I have waited for over a month and I think it is long enough to deal with this. I want a refund due to a defective machine, then the replacement was sent with no cord or materials. I have a small business and I wouldnt have ordered this machine if I wanted to deal with this for over a month.

Sincerely,

*************************
Business Response
Date: 08/05/2024
Glowforge has processed the agreed-upon refund for the customer as promised. We have completed the necessary steps to initiate this refund and have notified the third-party payment issuer involved in this transaction.
It is important to note that once the refund process is initiated by Glowforge and handed over to the third-party payment administrator, the exact timing and execution of the refunds issuance falls outside of Glowforges direct control or visibility. This means that we are unable to provide a precise expectation date for when the refund will be reflected in the customers account.

Customer Answer
Date: 08/08/2024

Thank you so much. Glowforge issued me a refund of $587. But I paid $740. I paid a down payment of $50 and then affirm took out my first payment of $40. Then glowforge charged me $79 more for restocking fee and shipping fee. Which it was not my fault that both machines they sent me was defective machines.
Thank you for your help in this matter
*************************

Business Response
Date: 08/08/2024
Glowforge has processed the agreed-upon refund for the customer as promised. We have completed the necessary steps to initiate this refund and have notified the third-party payment issuer involved in this transaction.
It is important to note that once the refund process is initiated by Glowforge and handed over to the third-party payment administrator, the exact timing and execution of the refunds issuance falls outside of Glowforges direct control or visibility. This means that we are unable to provide a precise expectation date for when the refund will be reflected in the customers account.

Customer Answer
Date: 08/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:07/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Price 5,995.I purchased a Glowforge laser machine and have encountered numerous issues since acquiring it. Despite contacting customer service multiple times, I have not received satisfactory assistance. Recently, I purchased a replacement carriage tray, which includes a fan, and installed it in my machine. However, I have been experiencing more issues than before, including a persistent fan error. Given the significant investment I made, I expect a fully functional laser machine. Unfortunately, my Glowforge rarely works as intended. The customer service team has been unhelpful, often providing conflicting information. It is unfair that they continue to operate while selling what appears to be a defective product.
Business Response
Date: 07/04/2024
We are currently working with the customer to resolve this matter, and have reached out to them with troubleshooting steps.
Customer Answer
Date: 07/04/2024

Complaint: 21933957

I am rejecting this response because:
They have tried to resolve the same issue multiple times. I should not continue to have the same issue with a machine I rarely used. They repeat the same thing everytime and does not resolve the constant issue. Nor does the business try to send a technician out. This is a common issue with this company.
Sincerely,

***************************
Business Response
Date: 07/12/2024
We have provided the customer with our suggested troubleshooting steps and are now awaiting their response. Should the issue persist, we are ready to offer a solution in accordance with the terms of our warranty.
Customer Answer
Date: 07/15/2024

Complaint: 21933957
I am rejecting this response because the requested part has already been replaced and is practically new, as I previously paid for this part under similar circumstances with glowforge before. This approach has not resolved the issue in the past, and repeating the same steps is unlikely to lead to a resolution. I require a more thorough and effective solution to address the ongoing problem with my laser machine.
Sincerely,

***************************
Business Response
Date: 07/29/2024
We are working with the customer to resolve this matter and we will remain available to support them in the future. In this case, we have provided next steps in troubleshooting, are currently waiting to hear back from the customer.

Customer Answer
Date: 07/29/2024

Complaint: 21933957

I am rejecting this response because:
Glowgorge support asked me to send in images which I did and nothing after.
Sincerely,

***************************
Business Response
Date: 08/05/2024
We are working with the customer to resolve this matter and we will remain available to support them in the future.
Initial Complaint
Date:06/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the glowforge aura in December. It worked great for about 3 months then started having issues with the cut being off. I was sent a new laser head, it worked well for about 2 months then it started overheating every 20 seconds and the cuts are completely off again. I once again was sent a new laser head which has NOT fixed the problem. I spent a lot of money on the laser and the personal filter (which worked for ONE day) and am pretty upset that this company is pretty much selling a 1200 laser that lasts less than 6 months. It may be time for all of us users to file a class action suit against this company at this point. As consumers we think long and hard about what we are going to spend our money on and this seems to have been a bad investment for a lot of us. The claims they make about their machine are false and misleading. It is supposed to cut and engrave several types of material and I can barely get basswood to cut. I have wasted tons of wood (which is not cheap) and have not been offered anything other than 2 laser heads that dont fix the issue.
Business Response
Date: 06/24/2024
We are working with the customer to resolve this matter, and we will remain available to support them in the future.
Customer Answer
Date: 06/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will continue to work with support on the issue.

Sincerely,

*********************
Initial Complaint
Date:06/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid over $6000 to this business just to have every one of my machines break down on me. I received 4 machines in the span of 2 years.My first brand new machine broke after a month of having it. They refused to give me another new machine, only a refurbished one. My last replacement I had to pay ***** for because they only offer 3 months warranty on their replacement refurbished machines. It's crazy how you spend so much money on a machine for the company to not back their product. When I go through chat to find out what's wrong with my machine they never know and only offer for me to purchase a refurbished machine. I'm attempting to run a business and I cant because this machine is constantly breaking.I'd like my ***** back from this last replacement since it hasn't even worked right from the beginning. It is exhausting to keep contacting this business for little resolution. They just want me to continue paying.
Business Response
Date: 06/24/2024
We are working with the customer to resolve this matter and we will remain available to support them in the future.
Initial Complaint
Date:06/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a glowforge pro from Glowforge directly. I signed for machine on May 15th. On June 8, I began emailing their support team to inform them my brand new machine is broken only after 3 weeks from delivery . Customer support agrees it's broke. Nothing visibly wrong with it. Sounds like a faulty laser tube. Apparently, pretty common after spending hours researching these machines. Look at honest reviews about machines not their filtered web sight. There answer is to replace it with a refurbished machine. Unfortunately that's what everyone claimed they would do. I had faith that it's been less than thirty days ...that your company understands it's unacceptable to send me a refurbished model when I paid for brand new and it's not even been thirty days. Warranty on a refurbished is not even the same as a brand new machine. Customer support claims she spoke with a manager put me on hold and said that they WILL NOT send me a brand new one. I will only get a refurbished . What kind of customer service is this ??? Not only did I spend $5,347.92 on this machine plus a filter I havent received yet. But I also decided to go ahead and purchase their premium membership. How can this company think that a customer who spends this kind of money , and it breaks down in less than *********************************************************************** exchange ! Im not asking nothing that a consumer dosemt have the right to. Either a full refund so I can purchase with a company that stands behind their machines OR a comparable exchange. Meaning a brand new unit. Not one thst already has had repairs. Again my machine is only a few weeks old. I demand full refund or a brand new machine exchange.
Business Response
Date: 06/12/2024
We have offered the customer a solution that aligns with our terms of service.
Initial Complaint
Date:05/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/15/23 I bought a Glowforge Aura and the air filter that can attach. I have had numerous issues with this laser engraver not burning correctly, constant misalignment issues. I have contacted the glowforge service twice, and both times their solution is for me to manually "fix" the issues myself (ie bending the wire to the laser to prevent it from snagging). My second time contacting Glowforge, I asked to return the laser and they will not issue me a refund or acknowledge that my machine is defective. This laser has only worked a handful of times, each time is sheer luck after multiple prints. The laser is virtually unusable because nothing prints correctly due to alignment or construction quality issues. I would also like to cancel my yearly subscription with them, and have the remainder of the year I have not used refunded.
Customer Answer
Date: 05/24/2024
I have attached my correspondence with Glowforge here where they say they will not refund a defective item.
Business Response
Date: 06/14/2024
We have offered the customer a solution that aligns with our terms of service.
Initial Complaint
Date:05/22/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Glowforge Pro on March 12 directly from Glowforge. Almost immediately the laser arm kept derailing. I watched the support videos which advised its typically a foreign item causing the derailment. I followed all of the cleaning and inspection instructions even though the machine was clean and barely used. When the laser arm kept derailing I contacted support and after sending all of the requested information and pictures they determined there was a broken V wheel and after numerous emails back and forth they want to replace my unit with a refurbished unit. I feel this is unacceptable given the amount of money I paid for a new unit to be offered a refurb on a 2 month old barely used printer. Had I known that I would be paying almost $6K to end up with a used unit I definitely would not have purchased in the first place. Very unhappy customer.
Business Response
Date: 05/23/2024
We have offered the customer a solution that aligns with our terms of service. We will continue to offer the customer support.
Customer Answer
Date: 05/23/2024

Complaint: 21744369

I am rejecting this response because: I have responded to Glowforge advising them that I feel their solution of offering me a refurbished machine is unfair and they have still not responded to the message that I sent them stating I was unhappy with their offer of a refurbished machine. Since the machine is defective in workmanship and not broken from use I would like either a new replacement machine, a repair of my existing machine, or a refund with the return of my machine. For the amount of money I paid to purchase a new machine I feel these are the only fair options.

Sincerely,

*********************
Customer Answer
Date: 05/29/2024
I have reached a resolution with the company. I have paid the difference in cost to upgrade to a new model so this complaint can be closed.
Thank you.
Initial Complaint
Date:05/15/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an email that my glowforge was delivered which NEVER got delivered. I contacted the company and they told me that someone name ***** or ****** signed for it. I would like to know who's that person. For the last 2 weeks glowforge customer service been telling me that they will refund the money in 24 hours. Its been almost 2 weeks and I have them now over the phone to just let me know that I need to wait. Wait for what? for another lie? I dont want a replacement since im in the hospital and I dont know when I will be home.
Customer Answer
Date: 05/15/2024
I would like to close this case, since Mr. ***** from ********* sent me an email apologizing and providing a full refund. Thank you for your hard work.
Customer Answer
Date: 05/16/2024
Greetings. I would like to close this case since Mr. ***** from Glowforge sent me an email with the resolution. the company refunded the money. Thank you for you understanding and hard work
Business Response
Date: 05/17/2024
Glowforge has successfully completed the customer's request as agreed. Any refunds from payments made through a third-party processor will be issued directly to the customer by the payment processor. For any additional inquiries or detailed information concerning the refund, we have advised the customer to reach out to the third-party processor directly.
Customer Answer
Date: 05/17/2024
Thats correct. I sent a message actually 2 messages asking to closed the case. Thank you for your help.
Initial Complaint
Date:05/12/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Glowforge failed to disclose in the **** marketing that customers who did not purchase the *************** at $50 monthly or $239 yearly would be unable to upload files over 100k. This is deceptive marketing. Had I known this before purchase, I wouldve gone with a different brand of laser cutter. Now, I am unable to use my machine at all because I cant upload my own designs as they are all over the 100k limit. Glowforfe is forcing **** owners to purchase *************** just to be able to use their cutters.
Business Response
Date: 05/14/2024
We've provided solutions consistent with our Terms of Service, offering alternative options to utilize Glowforge effectively without a Premium Subscription. Our aim is to support all users with the wide range of features included in the Lifetime Print Access, while the Premium Subscription is available at an additional cost for those seeking advanced functionalities with.

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Glowforge is NOT a BBB Accredited Business.