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:09/07/2022

  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 in March,2022 for $5,967.65. I had only used it to print less than 10 items when the unit stopped working on August 29, 2022 after 5 months. I contacted Glowforge only to be offered a refurbished machine with no other alternative even though my machine is still under warranty. I asked for my complaint to be escalated and explained that it was practically brand new since it had such little use while I was in the learning phase. They just keep responding with offers to replace with a refurbished unit. I have expressed my concerns of taking on a machine that evidently malfunctioned with the previous owner, but to no avail. I even sent pictures of my machine to show its pristine condition, but yet I was told "our best and only option is to send a newly-refurbished Glowforge to you" by the 3rd customer service agent.

• Initial Complaint

  Date:09/07/2022

  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.

  Purchased a glow forge for crafting, and it has needed to be replaced twice already - and now is not working yet again. Each time, costing thousands to :replace" and this last time they sent me a refurbished machine. Most recently, this machine was sent to me as a replacement the beginning of this year (March-May timeline) and is already broken likely needing sent back to them again. They are "fixing" machines and then selling them to people who have issues with their machine only to turn around and have additional issues. There are hundreds of people in groups online who are unhappy and having the same issues. I really love my product when it works well, but to have to pay thousands each time a machine breaks to get a new one is ridiculous. And like I said, if this one needs sent back (it will) this will be my third time replacing the original machine in 2 years. Not a good business model. I would like them to send me a new machine at their cost, or they can refund me the cash cost of a new machine and I can take my business elsewhere. This is poor practice!

• Initial Complaint

  Date:08/19/2022

  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 Laser engraver. We subscribed to the software and agreed to the monthly charges. We have made multiple attempts to contact the company over the last several months to discontinue the subscription. The only available contact is the option to leave a voicemail, which we have done several times. Nobody has ever returned our call. In the meantime we are being charged $53/ month. Please help us, it is a waste of our money.

• Initial Complaint

  Date:08/18/2022

  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.

  Good Evening to whom it may concern at this point. I write with the disturbance of a very disappointment and very trouble customer and I would say customer because a large investment was made last year to the Glowforge company. As weeks have pass and I have asked for a manager or a superior to contact me with no response of contact at this point. I ask again for a member of management to call me not email me someone that will find resolution to my case and will fix the problem of my malfunction machine which was about almost a $7000 dollar price. I have asked for machine to be fix and no resolution at no point did I ask for a new machine, just my machine to be service and I would have paid for shipping but with great disappointment with your technology department and how they have dropped the ball . They have provided the worse customer service that I have ever encountered, now I ask for a new machine and for my problem to be resolved at once! as my small busy has been put on hold. Please advise and thank you from a very disappointed customer ************************* Mobile# ************ Email **************************

• Initial Complaint

  Date:07/29/2022

  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 first purchased a Glowforge April of 2021. After only having it 6 months, the machine started to malfunction and Glowforge told us they can not fix it and we would have to pay $1125 for a replacement Glowforge. Having no other choice because we run a business and we depend on the engraver we paid that $1125. After having the replacement for only 6 months, this machine started to malfunction and we are asked once again to pay another $1125 for ANOTHER refurbished Glowforge. This is absolutely not OK. We will have spent almost $9000 with this Glowforge company and it has barely been 1 year. We should not have to pay another dime for a refurbished Glowforge this time. The malfunctions are from your machine, not our fault. We would like a refurbished unit sent free of charge, regardless of their policy or terms or whatever Glowforge tries to pull as a reason for not standing behind their obviously faulty product.

• Initial Complaint

  Date:07/28/2022

  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.

  I purchased a BRAND NEW GLOWFORGE which was delivered on 3/1/2022 and never used which can be verified by glowforge since they have ability to see from their end. When I finally went to use it on 7/25/2022 it was found that I was sent a defective product in which I spent $4,234.71 on. Glowforge wants to send me a used product and said that the decision was at their discretion which is absolutely ridiculous. It has not even been 5 months since this machine was delivered and of course not used, their product was defective and they want to send me one that is used. This is unacceptable, I paid for a brand new device (order ************ and thats what I am expecting to be able to use.

• Initial Complaint

  Date:07/18/2022

  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 repealed called and emailed the company this is like my fifth issues with product repair parts and they never fix it .ether a replacement machine i have paid in full or parts. They promote that you can get your moneys worth from what you pay for it but not if it keeps breaking down.

• Initial Complaint

  Date:07/17/2022

  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 first GF which arrived April 26 or April 28 2022. Within 2 weeks that machine was being replace with a brand new replacement machine and I received it May 13 2022. The second machine stopped working and a replacement was send out and received July 8 2022. Only the July 8th machine was a newly refurbished machine. I requested a new machine since at this time I was going on 3 GF machines in about 10 weeks. I was told your department has the discretion to make those decisions and the person who was emailing me said I would be getting a refurbished machine due to the length of time I had my GF. I was assured it was no different that a new one. However the trust I put into a company representative was destroyed by the condition of this 3rd machine. Everyone has apologized however an apology in an email that is worded exactly like the previous email means nothing when is basically a script you entering in an email. I have asked what GF is going to do for the inconvenience this has caused. Standard response NOTHING. I want a new machine not a refurbished machine. Ive received a refurbished machine and its nasty. Ive read the terms of service and there is nothing about the length of time after a purchase do refurbished machines get sent. I certainly hope GF does not hide behind the terms of service that is NOT clear as they lead you to believe.

• Initial Complaint

  Date:07/04/2022

  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.

  I purchased a glowforge pro and arrived on 09 March 2022 and stop working on 01 July 2022. I requested my machine to be repaired under warranty but I have been accused of damaging my glowforge by using non laser safe material. Accusation is not correct. Glowforge representative offer me to buy refurbished unit by paying 5,546$ instead of honoring the warranty and repair my machine. I am requesting glowforge to honor the warranty and provide a repair. Ticket number (******).