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:02/08/2024

  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 the Glowforge Aura in Dec 2023 along with the personal filter system. The only reason I decided to finally purchase the unit was because the filter was to alleviate the need to vent the unit outside. I live in a condo and do not have the ability to vent outside. The filter works improperly and the smell that comes out of the unit is so strong it makes you sick. The unit itself does not work properly either. It works ok one time and then messes up the next time. I have emailed back and forth with the company for 2 mos and they just continue to ask for more pics or videos, tell me it needs cleaned after 10hrs but it has been used less than 2hrs.

• Initial Complaint

  Date:01/22/2024

  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.

  purchases on 11/23 didn't open the box until 12/23 the machine has not worked properly since putting it together. it wont calibrate it wont work it keeps getting stuck on one part , i have to keep installing and uninstalling the software , I've been using glow forge grade materials and it still doesn't look good . I've spent too much money on this slow machine to not work properly . you cant get customer service this whole company stinks and this was the worst purchase ive ever made

• Initial Complaint

  Date:12/07/2023

  Type:Delivery 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 ordered a glowforge aura from this company. The item was lost in transit. We have attempted to contact customer service repeatedly and have received zero response via phone or by opening a ticket. The one time we got ahold of someone on ******** they directed us to the website wherrr we already weren't getting a response. We are out the money and the product and this company has done absolutely NOTHING to rectify the situation.

• Initial Complaint

  Date:11/25/2023

  Type:Product 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.

  Glowforge sent us a new Glowforge Aura. Seal on the box is meant to discourage refunds. We follow the instructions to the letter to set this thing up, we get an error instantly. The product is unusable and brand new. Furthermore glowforge tries to charge 250 dollars for a new shipping box and a 35 percent restocking fee to return their product that has never worked. These business practices need to be investigated. They are shipping damaged or broken products, you cannot even check to see if they are damaged or broken without removing the seal that forfeits your refund in some part. And they charge insane amounts for a box and restock. These practices are designed to separate the customer from their money. We would like a response from the business. We would like a full refund, as the company never even allowed us to check without "forfeiting our refund" this was not something that was advertised in the original shipping documentation. We would ultimately like whoever the regulating agency is to investigate Glowforge's practices.

• Initial Complaint

  Date:10/23/2023

  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 a Glowforge Aura and filter from Glowforge on HSN on September 9, 2023. They were advertising this new machine built for crafters. I did research online and they stated they had an absolutely free to use app and that I could cut wood up to 1/4 inch. They stated that it would cut hundreds of different materials. Soon after receiving this product and using it I started having problems. I had joined several ******** groups for help. Everyone was having problems with this new machine. I tried working with them to solve my issues but they seem to have developed the attitude that it is the material I am using. Which they said it would cut. They keep trying to say its the material and not the machine. CNET reviewed the machine, I found out later, and Glowforge had to send them 3 machines before they got one that worked. Glowforge was aware of the problems with their machine and their air filter and went to market with it anyway. There are lots of people trying to get their money back and Glowforge has a no refund policy and are sending out replacement machines. Sometimes two or three to the same customer. They have not offered to send me a replacement just keeps saying Im not using their materials, which is not stated in their 12 month warranty. They also advertise an absolutely free app that you have to use to run the machine. You cannot use the app until you get your machine and then they hit you with the fact that you cannot upload designs to the app over 100 kb unless you pay ***** a month. That is not free. They have adds running now for the Aura showing acrylic of all colors that can be cut by this machine when in fact it cannot cut many of the colors they show in the add. When you are using the machine and something goes wrong it sends you a message of how to fix it and it shows their other machines and not the one you bought, which is totally different kind of laser.

• Initial Complaint

  Date:08/20/2023

  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.

  So I purchased my first machine about two years ago, and everything was working well for about a year. At about the year point my machine started having issues with the connection to the printer head. I called support, and the conclusion was that it was unfixable, and needed to be sent in for repair. In my experience they essentially exchanged my machine for $1500 for a piece of cable that probably cost them $50-$100 in comparison to other replacement parts they do sell. So I got my second machine a few days later, and was having no issues with it for about a year. So recently it starts having the same issue again, and it's the same resolution from their support team. It almost seems like some parts are intentionally not replaceable, only be worn and torn by normal usage than your forced to get another repair only to be left in a vicious cycle. I have attached the two email threads from the two separate occasions on the same issue.

• Initial Complaint

  Date:07/31/2023

  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 a Glowforge in February of 2021. Within the past 8 months, the glass lid came off the hinges and we had to replace it with an after market lid hinge that was by far a superior product than what the company offers. This is a common known problem with Glowforge. Now the power supply quit working and the machine is useless. Another known problem is the wire to the laser tube which ***** up and renders the machine useless. Glowforge does not offer parts to repair the product. The company offers to sell you a refurb machine at a reduced price. We paid $6500 for this machine that only worked for two years. In looking at class action lawsuits, we discovered that the terms of the purchase is the waiver of any class action lawsuits or lawsuit. It is a travesty that a company can operate and steal honest people's money with known issues that results in an choice of paying for a refurb for $1200 or throwing the machine away. In my opinion, this tells us that the machine is only worth $1200 which means there is an inflated price of $5300. BUYER BEWARE! DO NOT BUY THIS PRODUCT!

• Initial Complaint

  Date:06/16/2023

  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 have owned Glowforge Pro laser machine for just over 1 yr. In the last 10 days it stopped working. I contacted the company. We exchanged information during that time including photos. For my crafts, I use acceptable type wood ( Baltic birch). Today the concluded I used incorrect material & voided the warranty. They offered no proof. This machine cost me over $6,500. They need to show me whatever proof they have in which they came to that conclusion. Please help.

• Initial Complaint

  Date:05/15/2023

  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 a Glowforge Pro during the pandemic, I was impressed with what it could do and the ease of use. I also purchased the filter system for an additional $1K, because we live in an apartment. The filter system took an additional 5 months before it arrived, and we were eager to use it. We have now used the entire set up for just over 20 hours and the air filter system has completely died. Absolutely no power going to it. We swapped fuses, nothing. checked and re-checked the outlet, nothing. Everything Glowforge asked of me, I did. Still no power at all. The response I got, was to spend an additional $600+ to get a different one.

• Initial Complaint

  Date:04/15/2023

  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 Pro 2021 - received it 4/2021, Worked great. Bought a 3 year extended warranty which was added to the arrival date of my printer. I had my laser head replaced under the extended warranty, no issues. Last month, I had to email support because it was spotty at cutting and having issues. They said I needed a replacement. Sent it to me no problem. I set it and the right side of the laser arm derailed multiple times. I emailed support, did photos and tests, needed to go back. Sent me a 2nd replacement. I should have refused this one. The box from *** was completely destroyed. Got it home, looked ok, connected it - this one didnt cut, was burning all the material, and it was giving me a yellow button which is communication issue. Support tells me it needs to go back! 3rd one comes this past Thursday - I set it up today, stops cutting after 2-3 minutes. Just sits there. No error. No button color. After the second one, I asked for a phone call, i was refused. They did send me wood b/c I wasted so much. I want a brand new machine. i live on an island & have to go off to get these and return them on a ferry $65 each time. I have orders and losing business. They say the replacements are the same standards as new. I want a quality machine and I have 2 years left on my maintenance plan. Im not taking another used replacement at this point. I want a brand new one.