Complaints

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

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• 

  Glowforge

  Seattle, WA 98134

• 

  Glowforge

  2944 1st Ave. South, , 98134, Seattle, WA 98134

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:05/06/2024

  Type:Product 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.

  Purchase a glowforge aurora on 4/23 and product is no performing to expectations. I have called glowforge on 5/06 to return the product and they have said I cna't returned based on their return policy.Based on the US law the return policy must be clearly visibly and their website does not show their return policy clearly visible the advertising of this product is miss leading as they are no specified or advertise as "Sold as is" as required by the law.New Jersey *************** Policy Laws New Jersey retailers must post their *************** Policy conspicuously.If one is not posted, then the retailer must allow returns, issue refunds or provide store credit for any merchandise submitted within 20 days of purchase.The policy must contain certain specific information such as whether refunds will be given for items without a proof of purchase, products returned after a particular period of time, and products sold "as is" or on sale. It must make it clear how refunds will be issued (cash, store credit, etc.).

  Business Response

  Date: 05/09/2024

  We have offered the customer a solution that aligns with our terms of service.
  
  

  Customer Answer

  Date: 05/10/2024

   

  Complaint: 21671942
  
  I am rejecting this response because:

   

  I have not received any offer from the business to resolve this matter. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/16/2024

  We have offered the customer a solution that aligns with our terms of service.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21671942
  
  I am rejecting this response because:

  The business has not send me any offer to find a solution to this case, they have not sent me any emails or communication related to my complaint. They have not offered anything so their response is false and I can't accept this as a solution.

  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/23/2024

  We have offered the customer a solution on 5/6/2024 that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty. We are happy to continue to work with the customer to resolve this matter with our terms of service and we will remain available to support them in the future.

• Initial Complaint

  Date:04/27/2024

  Type:Product 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've returned both the glowforge Aura and the air filtration system. They received both in unopened and unused condition. I was told by a representative they'd refund all of my money, minus $99. They'd also contact Affirm, as they are currently billing me $99 per month. I'm currently out of pocket $800. They have stopped their correspondence with me.

  Business Response

  Date: 05/09/2024

  Glowforge has processed the agreed-upon refund for the customer as promised. Including, all 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. ********************** has not received any additional correspondence from this customer upon sharing the refund completion communication. 
  
  

  Customer Answer

  Date: 05/09/2024

   
  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:04/19/2024

  Type:Product 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 on 3/21/2024. I have had multiple issues from the machine not cutting correctly to not working at all. I have tried reaching out to Glowforge everything they have tried doesn't work. When I had first asked for a refund Glowforge insisted on keeping on trying to troubleshoot which was a waste of time nothing worked. I asked for a refund since the product is garbage and doesn't work as described. When I first asked for the refund they said they don't accept any returns on the machine that I ordered. Now Glowforge want me to pay shipping to return and a restocking fee of 30% "Which is used for them to fix the machine just to resell something that didn't work from day 1 there is information in the email that states this is the use for the restocking fee" on a machine that never worked as described. I feel like I have been scammed by a company that sells trash. I will returning the product at their expense for shipping and a full refund of what I initially paid for the machine. I have emailed them and can provide every e-mail I have sent on this issue. Glowforge still insists that I have to pay shipping and a restocking fee which I told them I will not be doing. I have told Glowforge by email to send me a return shipping label and I would get their garbage back to them. I feel like they don't care that they are scamming people out of money for trash that doesn't work and don't want to see this continue to happen to more people. I am requesting the help of the Better Business Bureau on getting this matter resolved. It seems like they are intentionally trying to keep the machine in my possession for 30 days so they don't have to do anything about it. I would simply like to return the machine at their expense and not pay a restocking fee for something that didn't work as described from day 1. I have tried to upload a copy of the e-mails to this compliant with the link but the file is larger than 5 mb I would be happy to upload this to an email

  Business Response

  Date: 05/10/2024

  We have offered the customer a solution that aligns with our terms of service.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21599595
  
  I am rejecting this response because: This is not a fair resolution to me as the customer. I am losing money to pay return shipping and restocking on something that didn't work right from day 1. The restocking fee is out of the question as well why should I pay restocking on junk. The only resolution I will accept is a full refund with glow forge being responsible for paying the shipping to return the defective item as well. I should not be responsible for paying them any dime for this product they are simply scamming me out of my hard earned money to pay to fix their garbage. Not to mention how many times I've been bounced from agent to agent arguing about this matter. I have every e-mail saved but it's too big of a file to attach otherwise I would. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased the Glowforge on February 19, 2024. With them stating estimated date of shipment being March 11, 2024. I contact Glowforge on March 19, asking for status of purchase since no updated information has sent to date. They told me it would be shipped out shortly. Finally on April 5th we received the item. But lacking items needed to use the product. It was missing extra boxes needed. No power cord was supplied and still to date no information on when our air filter will be sent.

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Aura on January 8, 2024 through Michaels. Glowforge was offering a $200 rebate to the store you purchased the machine if you traded in another machine. I purchased the machine. I filed for the rebate immediately with information review. The trade in was complete on 2/12/2024. The reward sent on 3/12/2024. The advertisement that I saw offered a $200 rebate to the store where the machine was purchased; however, by the time the reward the reward was then changed to a glowforge gift card. When the email reward arrived, the email stated it was a **** gift card, which can be used anywhere (attached); however, when you click to open the reward it's a $200 glowforge gift card which severely limits the options you have to use the card to only their products. I contacted Glowforge immediately on March 13 stating how upset I was that it only only two took months from the time I sent the machine to get a gift card, but I felt that the whole promotion was a bait and switch. other crafters online had a similar response as we had seen the same advertisement promoting a card to the store we purchased the machine at only to be swapped for a glowforge card. I had a communication they were "investigating" the email on March 14. Then no further communication despite emailing the customer service numerous times asking for an update. it's been 21 days sine I initially sent a request to the company and two weeks since I've had any communication from them. The only resolution that I'm asking for is a $200 **** gift card which is what was sent in the email. Unfortunately I don't have a copy of the original advertisement showing ******** as the gift card rebate; however, the whole promotion feels like it was mismanaged and misrepresented right down to the email reward given.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  -December 2022, I purchased a brand new Glowforge Pro. In approximately 70 hours of use, the machine broke and I was told to return it for a refurbished model. I did this in November, I believe. -Several months later, and 120 hours of use later, the refurbished Glowforge Pro broke, I was advised to return for a refurbished model, but I had to pay about $1800 (with shipping) to get it. I did.-About four months later and 80 hours of use (I write down EVERY single job I do so I know how many hours each machine had on them), the refurbished Glowforge Pro broke. They diagnosed it as a printer head issue and I purchased a REFURBISHED printer head (because they had no new ones) for about $550. It did not solve the issue so I returned the printer head for a refund. This left me with no working Glowforge so I sold it for parts to a local man on 10/20/23.-I had paid for a 18 months worth of access to my Glowforge files (a subscription), using their proprietary software. I asked for a pro-rated refund, as I no longer had the machine. I was DENIED.-for a few weeks I will had access to my files, so I was at least able to use it.-I tried to sign in the other day and noticed I no longer have access to my files. It took several emails back and forth but today, April 1,2024, they inform me that I cannot access the subscription that I paid for unless I have a Glowforge machine. This was never told to me until now and of course I don't have a machine, because THREE of their machines broke in about 1.5 years of use. That is absolutely unacceptable as it is and that is a whole other issue I will complain about next, but firstly I either need a refund of the subscription to my files, or I need access to them. I PAID FOR THIS PROGRAM!

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a glowforge from the manufacturer on 2/7/2024. When I got the Glowforge and set it up it did not work. I had to wait three days to talk to support because they do not have weekend support hours. I got a person and he tried to help me with the machine as it would not laser anything. He told me the machine was broken and there was nothing to be done. He. told me he would send my information over to customer service so they can send me out a new machine. I waited 4 to 5 days and never heard anything. I called back a week later to see and another guy told me that they were busy and no one had picked up my case yet. It has been a month and nothing. I was reading a chat for glowforgers and one guy said he bought two machines and they broke and Glowforge sent him refurbished machine to replace his new ones. Immediately I went and cancelled my order as I had never used the machine one time and for 6700 I was not going to take a refurbished one. Still nothing from glowforge. I tried calling several times and the answsering machine says "Sorry, we have no one to service you right now" and hangs up. I am needing help with this issue.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a glowforge like about two years ago and it came to me via *** and it was already broken. it has warm that moves back and forth to burn images or cut wood or whatever material u want and when it goes the arm comes off the track and goes crooked. i have talked with glowforge by email several times with no results. they just keep asking me the same stuff in the emails. i just want to be able to use my machine that i paid 3300 dollars for.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 5000+ on there printer. Ive went through several of there printers. They will not run from the go they dont cut all the way through the wood. This last one just wont turn on any longer. When you purchase from them and they dont work out of the box they only will send you a refubished products. wontThey refuse to send you a new product that you purchased. I would have bought refurbished for half the cost if i wanted that. They are making me take a refurbished product or buying time to run me out of warranty. they are rude and disrepectful. They will make you wait days to weeks before responding to you.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 my initial machine in July of 2021 for approximately $4500. The machine lasted until May of 2023 before it stopped working. As Glowforge only offers a 1 year warranty, I was told I could send it in for repairs (which would cost $1600) or receive a refurbished machine for the same price. I use the machine for my business so I opted for the refurbished machine so that I could continue to fulfill my orders. I had to finance the $1600 for the replacement, in addition to continuing to pay back the initial $6000 loan. Less than 9 months after receiving the refurbished machine, it too has stopped working and I am facing the same scenario: finance another $1600 to have it repaired while still paying on the previous loan. I have talked to several other Glowforge customers who say that they have faced the same scenario multiple times (one 5 times in 3 years, and another 4 in 4 years), and the machines seem to only last, on average, about a year before they need to be replaced. This is absolutely a lemon, in my opinion (if not a "money pit"), I would like to be refunded for the second, refurbished machine, and they can keep it. I have no interest in doing any further business with them, and will be looking at other options. In general, I think the public needs to be aware that this is an ongoing problem and warned before making such a substantial investment. I know I am unlikely to every see a dime from them, but at least the information needs to be known.