Complaints

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:06/19/2025

  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.

  Complaint Summary:I purchased a Monport laser system for nearly $4,000 with the expectation that it would function as advertised. Unfortunately, from day one, the machine has had persistent issues that have made it unusable for my business.Details of the Issue:Initially, we were able to connect the laser to the system, but it required multiple remote support sessions to troubleshoot recurring problems. The software provided is not properly integrated with *********, the industry standard, making it difficult to operate the laser reliably.The laser itself fails to deliver quality results. Worse, the air pump generates excessive heat, which damages or melts many of the materials placed inside the machine. This makes it impossible to fulfill orders, costing me both revenue and client trust.Communication with Monport has been unprofessional and extremely frustrating. Their primary method of communication appears to be through WhatsApp. Phone numbers provided often lead to unrelated individuals or go unanswered. Support is only available at very specific times, and even then, responses are inconsistent and not always helpful.Impact:As a small business owner, this malfunctioning product is significantly harming my operations. I am losing customers and revenue daily while trying to resolve issues with a product that has never worked properly. After spending nearly $4,000, I expected a functional machine and reasonable supportnot weeks of delays and technical issues.Requested Resolution:I am requesting either a working replacement of the device or significant assistance to make the current unit fully operational. I need this issue resolved urgently so I can get back to serving my clients.

  Business Response

  Date: 06/19/2025

  Monport has not received any direct communication from the customer regarding this issue. Our support email and phone number are clearly listed on our website for easy access.
  At this time, the customer has not provided sufficient evidence to support their claim. In order to proceed with the next steps, Monport kindly requests video documentation showing the issue in question. This is necessary for our technical team to perform a proper assessment and provide an appropriate resolution.

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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.

  Sold me a laser engraver and it doesn't work. They keep on telling me that they shipped part that never arrives. It's been one issue after a another for the last six months. They keep asking for payment even though it doesn't work.

  Business Response

  Date: 06/29/2025

  The customer's machine has expired, but we still provided service and sent him a damaged part. Due to logistics loss, we resent the part and the customer received it on June 26.

• Initial Complaint

  Date:06/10/2025

  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.

  Laser was purchased in October of 2023. It did not work out of the box and Monport was immediately notified. Several attempts were made by Monport to get it working but none were sucessful. In April of 2024, I thought we had an agreement to return the laser but Monport would not commit to pay for the return so that effort died. I then tried to get support to fix the laser and this effort drug on for months. This included videos I made to show the response of the laser when issued a command with the Monport supplied software. Finally, I asked if we could not write the defective laser off and move on to a new laser with a resonable price. I also sent an email stating that we had exchanged over 150 emails with no solution. Their comeback was to inform me that the laser was no longer under warranty. I questioned why that would be an issue at this point. They then stated that they would forward my concern to technical staff. I then got an email asking if I had recieved the new mother board. They had previously sent two mother boards. The first one was clearly the wrong one and when notified they sent a second board. The second board was correct as far as connectivity is concerned but did not fix the problem. Monport was immediately notified of the results.This has dragged on for so long that all the issues have become quite confusing. I have asked several times that a contact point be established to speed a resolution. Contact has been made with the tech staff in ***** which resulted in the original determination that the mother board was bad. I can attest to the fact that Monport has continued to communicate through the help desk but none of the communications has resulted in a fix for the problem.Given the length of time this issue has been unresolved, I am not hopeful that this laser can be fixed. That is why I would prefer an exchange with a reasonable increase in my committed funds.

  Business Response

  Date: 06/11/2025

  Monport has continued to provide support to this customer, despite the machine no longer being under warranty. As a gesture of goodwill, Monport issued a replacement K40 motherboard, which was successfully delivered on March 27, 2025. The customers machine is a ************************** *********-Ready model with a CW3000 Water Cooling System and originally came with a one-year warranty.

  Monport believes that the customers machine has been subject to extensive use and is now in need of paid maintenance. It is important to note that the after-sales support currently being provided is purely a gesture of goodwill. Unfortunately, the customer does not appear to fully understand that the machine is no longer covered under warranty and that ongoing support is not an obligation at this stage.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23452525
  
  I am rejecting this response because:  Monport is implying that the laser has been u sed extensively over the past year and a half and is worn to the extent of needing repair.  Monport was notified within one week of delivry back in October of 
  
  Sincerely,
  
  ***** ************

  Business Response

  Date: 06/26/2025

  This customer initially reached out to us from October 17, 2023, through September 13, 2024, during which time Monport provided all necessary pre-sales information and support.
  According to our records, the customer received their machine on March 18, 2024. After that, we did not receive any further communication until February 2, 2025nearly a year after the machine was delivered. The customer continued to reach out until February 26, 2025.
  As clearly stated on our website, the warranty period for 40W CO2 laser machines is one year. Despite the warranty having expired, Monport went above and beyond by providing a replacement consumable part (a K40 motherboard) free of charge. This was delivered on March 27, 2025.
  Monport has remained fully cooperative and responsive throughout this process. Unfortunately, the customer appears unwilling to accept that the machine is no longer under warranty and that any further services would require payment.

  Customer Answer

  Date: 06/27/2025

  I do not accept the Monports reply to my complaint.  They are implying that the laser has been used extensively over the past year and a half and is worn to the point of needing repair.  Monport was notified within one week of delivery back in October of 2023 that the laser was not usable as it did not respond to commands issued by their installed software.  I requested replacement within 6 months as efforts to get the laser functioning had not been successful.  They did not follow through with the return option so I was left to try and get the unit functioning.  To that end I have sent to Monport all diagnostic information I could fashion including videos of the actual laser movements.  Monport eventually determined that the motherboard was defective. The first replacement sent was incorrect for my laser.  The second board was correct for machine fit but did not fix the problem.  Monport was notified immediately of both of  these issues..
  In summary:  1)  The laser is not worn out -- it has never made so much as a single burn operation.  2)  The motherboard was received and installed.  This did not fix the problem.  3)  It appears that  Monport wants to blame me for their failure.

  Business Response

  Date: 06/29/2025

  The customer initially reached out to ********************** for pre-sales support between October 17, 2023, and November 3, 2023, during which Monport provided assistance. He later received his Monport 40W *********-Ready machine with a CW-3000 Water Cooling System on March 18, 2024. Over a year later, on February 22, 2025just one month before the warranty expirationthe customer contacted ********************** again for support.
  Although the machine's warranty had already expired, Monport provided a replacement motherboard as a gesture of goodwill. The replacement was delivered on March 27, 2025. Monport has continued to support the customer and remains committed to customer satisfaction. However, it is important to note that the customer's machine is no longer under warranty.

• Initial Complaint

  Date:05/16/2025

  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.

  Received a laser machine from Monport that arrived with a broken laser CO2 tube and an Y axis drive shaft with bent couplings on both sides. Have tried for over a month to get the issue resolved but only received another tube that was also broken. They keep saying to send them pictures but now they claim they aren't getting them even though I've already sent pics the same exact way and they got them without problem. I received the machine on 04/03/2025 and still haven't seen a resolution to the issue

  Business Response

  Date: 06/10/2025

  Monport has been exceptionally accommodating to this customer. We have already provided two replacement tubes and a coupler. As part of our standard procedure, customers are required to submit photos and videos to support Monports documentation and investigation process.
  Additionally, Monport went above and beyond by providing a full machine replacement, which the customer received on June 3, 2025. Throughout this process, Monport proactively honored the customers warranty and concerns in full alignment with our established internal policies.

  Customer Answer

  Date: 06/10/2025

  Response from complaint ID ********. ********************** has finally picked up the defective machine and gave me a new replacement on 6/03/2025. It was almost 2 months to the day that I finally had a resolution. Don't know why they never responded to you but the matter has been fixed to my satisfaction.
   Thank you
   ******* A ******

• Initial Complaint

  Date:04/16/2025

  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.

  First purchase was a 20watt fiber laser. It took about a month to get to me. I was concerned, and queried Monport. Sadly, I was ignored until it was apparent I was boiling mad, at which time I received an apology. Eventually, it arrived. I subsequently ordered a rotary attachment. The ball was really dropped there. Again, weeks passed and the tracking was not updated. Again, I queried Monport and, again, was ignored. When I did finally get an answer, I was told the device was lost, and was asked if I still wanted it I did. They would send another and send tracking. Then the sound of nothing so, AGAIN I asked. The response was to send the ORIGINAL tracking for the one MONPORT said was lost! Eventually, I reordered, and it arrived, sadly, I cannot use it because the screws, attaching the device to the ********************** bed are the wrong size. I asked why? its a Monport Laser, and a Monport rotary! The response was very interesting. A lot of, maybe excuses maybe the laser bed was changed instead of determining the problem and correcting it, Monport wanted ME to measure the threaded holes in the bed of the laser measure the attachment screws and then said my measurements were incorrect. By now, it was very apparent to me they were extremely challenged in terms of dealing with customers and Im STILL waiting on the screws on some tracking it is frustrating and crazy-making. By now, I simply want the screws

  Business Response

  Date: 04/28/2025

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration you have encountered.
  We would like to inform you that we have already arranged the reshipment of the screws you need.
  The tracking number for the shipment is:************************************************

• Initial Complaint

  Date:02/13/2025

  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 December 13/2024 I received my laser from Monport. I chose monport because of great reviews on the selected item and because the reviews and advertisements of 24/7 US based technical support, should I need it. I paid nearly 2000$ for the machine and waited over 2 weeks for the machine to arrive to me. Since receiving the machine, I have had numerous issues, attempting to call their tech support each time and never even getting the option to leave a voicemail. Finding ways on online forums to work around the issues, I continued to keep the machine. The issues kept piling up to the point where the machine now doesnt work at all. It took 63 calls the their 24/7 US tech support number to finally get a text from someone asking how to help on February 03/2025. Many messages later, mind you, I need tech support, no help has been given, I finally got someone on the phone, not that it helped, they spoke nearly no English! And they werent from tech support! After a 40 minute phone call attempting to tell them I needed tech, they tell me that someone from tech will call within the next day. Came and went, no call. I called a total of 37 times the following day before speaking to another no English speaker who gave me a different number to call. On this call, after threatening legal action if they would not attempt a technical support solution or resolution, they agreed to send a new machine, stating I would need to send this one back. Great! I am happy to do so! I requested an update within 24 hours on the next steps of the process of getting a replacement machine. Their response was as soon as they received a video of the issue, it would be arranged. I have now, sent the requested video 6 times. Additionally, I spoke with a tech, finally one who speaks English! On February 7/2025 who confirmed all issues with the machine and said he would recommend a new machine be sent. Ha! Over 100 phone calls, dozens of texts, empty promises. Im done attempting civil resolution.

  Business Response

  Date: 02/14/2025

  At MonPort, we strive to address every customer concern promptly and effectively. In this case, we have maintained consistent communication with the customer, who has only submitted one video of the reported issue thus far. To ensure proper resolution, we have escalated the matter to our engineering team for further evaluation. Additionally, we have requested a clear photo of the machines nameplate or sticker tag, typically located on the back or side of the machine. This information is essential to assist the customer more effectively.
  As part of our troubleshooting efforts, we have recommended the following steps to the customer:
  Factory Reset: Use the password RT6666 or HF8888.
  Check Machine Polarity:
  Use a metal object to touch the * and Y axis limit switches after powering on the machine.
  Set the directional polarity to "false" in the Mechanical Settings of *********.
  We have also provided a video tutorial to guide the customer in adjusting the machine's directional polarity:
  Adjusting Machine Directional Polarity Video.
  It is important to note that the customers claim regarding the extent of email exchanges appears to be inaccurate, as they only reached out to MonPort on February 7, 2025. Furthermore, the machine was delivered on December 14, 2024, exceeding the 30-day window outlined in our replacement policy.
  MonPort is committed to resolving this matter fairly and efficiently. However, based on the situation, it seems the customer may be attempting to pressure us into providing a new machine outside of our established policies. We remain focused on finding a fair resolution while adhering to our guidelines.
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22935921
  
  I am rejecting this response because:

  per the cancellation/return policy, yes that is 30 days for shipping damage, buyers remorse, etc. attached is from their Monport website. The warranty of my 60w machine is 2 years. The replacement policy is upon recommendation of the tech team. Also attached is an email from their tech stating his recommendation of a replacement machine. Additionally, you will find attached a text from Monport claiming that a replacement will be sent upon receipt of the video they requested. 
  

  unfortunately, Monport has taken this complaint as an opportunity to attack the character of a customer stating that I am trying to get them to work outside their policies. On the contrary; I am asking them to live within the policies they have published and the commitment they made already of sending a replacement machine which was previously committed to be received by me no later than February 21. 
  

  I am requesting that they simply do as they stated they would do (send a working machine) per their policy and tech recommendations. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/28/2025

  The customer participated in a remote session with Monports technical experts, during which it was determined that a return and refund must be initiated. Monport has already refunded $874.00, with the remaining balance to be refunded once the machine is returned.
  As per Monports policy, proof that the machine is faulty is required, and Monport remains open to providing a replacement. However, the customer has limited knowledge of *********************** and has shown reluctance to learn. It is likely that if they purchase from another laser seller in the future, they may still encounter difficulties and raise similar complaints.
  Monport and the customer have agreed that ********************** will arrange for the machine to be picked up, with advance notice given a day before. Monport has no intention of withholding the customer's funds, which is why an initial refund of $874.00 has already been processed. Currently, Monport is in the process of scheduling the machines pickup.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22935921
  
  I am rejecting this response because:

  While I have "limited Knowledge of lasers and I am reluctant to learn" the techs did absolutely nothing in the session that I had not already done to troubleshoot and resolve the issue with the machine and gone over with they techs previously.  Unfortunately, when the machine itself is defective (per the tech at Monport attached chat thread) there isn't much that can be done to resolve an issue that is within the manufacturer hardware itself. While Monport claims to have great support, service, and products.  I found that all mentioned are untrue.  Monport has provided a partial refund and claims that they have arranged pickup. Unfortunately, I cannot consider this complaint resolved until they actually follow through with what they claim they are going to do as my experience to date is that they will not unless held to the standards and expectations of the BBB. Had I not filed the complaint, I believe that there would be no resolve at all from this HORRIBLE, DISHONEST, company. I new laser from another manufacturer is already in my shop for a week now, and there have been ZERO issues and I expect there to be ZERO issues moving forward.  Funny how a product that isn't defective, doesn't pose instant and ongoing issues.

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

• Initial Complaint

  Date:02/05/2025

  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 laser cutter for ****** and I got connected with technical support to get it operational as there were issues getting it running. I was on the phone with them for about 9 hours and they concluded that it was broken and offered a refund they told me I would receive a shipping label in three business days. I was then given a ****** additional credit to upgrade to the nicer model and they changed their mind. They have told me they have sent me a shipping label 4 times and they have lied every time. I called customer service and they were laughing and hung up on me. They will not send any proof of sending the label and they have lied to me about everything. Literally. I bought the machine early mid December and I have been receiving emails every day about this issue and I cant deal with the stress of them sending me emails regarding my refund and igniting my anticipation and then nothing. They have done nothing. I worry that they are doing this to create a situation in which they do not issue my refund and I have every email sent and I have the conversation on WhatsApp between me and tech support and there are multiple messages ensuring me that I will receive extra compensation due to inconvenience but the emails have plenty of foul play all through them.

  Business Response

  Date: 02/07/2025

  MonPort refunded 50% of the total purchase price to the customer, amounting to $450.00. The remaining $549.99 will be refunded once the machine is returned. The customer's total purchase amount was $999.99, but the customer is demanding $1000 from **********************, which is incorrect. This customer is misrepresenting the situation.

• Initial Complaint

  Date:02/05/2025

  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 November 6th 2024 I ordered a 150 watt laser, order#***** from Monport Laser and paid $6,835.99 for the laser and rotary attachment. The laser arrived while I was out working out of state. I returned last week and uncrated the laser to find the laser tube broken rendering the machine unusable. I have tried to contact them multiple times via phone and email with no response. Their mailbox is always full or you get cut off, and no replies from email. The laser tube is under warranty for 1 year and I have to replace the tube before I can turn the machine on to check for any further damage or interoperability I would greatly appreciate any assistance you can provide to resolve this issue.

  Business Response

  Date: 02/10/2025

  MonPort has not received any emails from this customer. After reviewing the ******************** complaint filed by the customer, we reached out to request photos of all five sides of the crate, as well as a receipt or invoice for the laser tube, since MonPort is willing to reimburse the amount spent. Additionally, we asked for a video demonstrating the machines issue during operation. However, the customer has not yet responded, and ********************** is currently awaiting their reply.

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22901570
  
  I am rejecting this response because: I did send the email stating the issue.I have received an email from Monport and responded with their request for photos and information. I am awaiting conformation that a new laser tube has been shipped.

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

  Business Response

  Date: 02/28/2025

  Here is the tracking number for your Monport 150W CO2 Laser Tube: ************. It has been fulfilled in our system and should arrive at any moment now.
  Please inform us if you encounter any issues or need further assistance.

• Initial Complaint

  Date:11/10/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 ordered a CO2 Laser Engraver Monport 60W CO2 Laser ***************** (24" x 16") with Autofocus on August 21st, 2024. So far on November 10th 2024, still haven't received my Laser ***************** machine with autofocus. I have paid in full over 4000k for this and although I have emailed several times, no satisfaction nor response from them

  Business Response

  Date: 11/13/2024

  Hello, we have already informed the customer that their order has been shipped. However, we are unable to provide tracking details due to channel issues, as we used an offline shipment method. Rest assured, the customers order will still arrive as expected.
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22537746
  
  I am rejecting this response because: I want to have a definitive time and date when my 4000k purchase will be delivered. On the website, it is advertised that getting the tracing number is between 3-5 days and delivery time ***** business days. I have purchased on August 21st 2024, so we are at 60 business days !

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

• Initial Complaint

  Date:10/28/2024

  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.

  In May I purchased the laser source to upgrade my laser. I installed it matching the same wires as the previous source. The source never power on. For 5 months I went back and fourth with customer service and we agreed to ship out the device to get repaired. After 5 months I received an email that my laser was ready only to receive an email later o that says my source isnt working. Issue has not been resolved. My laser is still under the 2 year warranty.