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:10/25/2024

  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.

  ordered on 5/4/2024 Had issues getting the machine to align and after emailing back and forth trying to give them all the info they needed(took hours if not days to get a response to each email) I basically gave up as the machine was at least usable for what I needed it to ******* track to three weeks ago using the machine the laser tube cracked causing the coolant to spray everywhere inside. sent multiple emails with pictures of the damage as this unit is still under warranty and haven't heard anything back, have tried calling all the numbers they have listed and no one answers. It also seems kinda sketchy that they say all their ours are pst but the numbers are all for new york area codes. All I want is for them to honor the warranty and fix my machine. I shouldn't have to pay to fix something that is only a few months old and has less than 20hrs on it.

• Initial Complaint

  Date:09/10/2024

  Type:Delivery 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 recently purchased a Monport Onyx 55W CO2 laser on 9/3/2024. I received the tracking number on 9/4/2024. My understanding was that the business was based in *******, ** but the order was processed in *****! I followed the progress of my order and was delighted to find it was going to be delivered today, 9/10/2024. Imagine my disappointment when I found that the only item in the shipment was the free rotary attachment. I have not heard anything from Monport to notify me as to why the actual machine was not delivered as well! Ive tried to place phone calls that go directly to voicemail with a full mail box! Everything Ive experienced so far has been misleading. Im very irritated that that the shipping receipt reported the whole purchased package was on the way with the given tracking number. I expect to hear from them soon regarding this issue as well as some compensation such as expedited shipping of my machine!

  Business Response

  Date: 10/10/2024

  The customer's order for the ************************** CO2 ********************** Engraver & Cutter (28" x 20") with Autofocus has already been shipped. The tracking details are as follows:

  Tracking Link: ************************************************************************************

  Estimated Delivery Date: 10/15/24 by end of day

  This information has already been sent to the customer as well. We have attached a screenshot of our email for your reference.
  
  Thank you!

  Customer Answer

  Date: 10/10/2024

   
  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:08/15/2024

  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 a 60w co2 laser from Monport in January for roughly *****.oo USD, it was delivered several months later with a list of broken parts. I have had to send monport everything short of a drop of blood just to get them to send some of the parts. Im still waiting on 60w power supply. Power Supply, Homing Sensor, Laser Head, Exhaust Fan. This machine hasn't been in operation for more than 2 service hours. They were quick to take my money but now that im dealing with someone in ***** via email its almost impossible. I wish i'd never gave them my money.

• Initial Complaint

  Date:07/26/2024

  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.

  Hello I purchased this monport laser in May of this year and it was delivered 5/5. To date I have not been able to use the laser as it came with broken parts. I have made several attempts to communicate with support and none of this has been helpful. They keep taking long times to respond and asking the same questions over and over.

• Initial Complaint

  Date:07/03/2024

  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 find it strange that it is been 48hrs since i made a purchase for 100W CO2 auto focus, CW 3000 instead of the CW5200 water chiller. I am yet to get tracking number or a response to my email that i sent requesting for it to be changed for the correct one. The Canadian number is not ringing and emails aren't being replied to, no information about possible delivery date.I just checked the website now and i notice they are giving away the CW5200 for free whereas I have paid for the CW40 about 3 days ago. Shouldn't I be qualified for the free CW5200 especially as my order has not been processed? My worry is the lack of response to questions. what company hopes to prosper with poor customer service?

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair 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.

  We purchased an 80W laser and chiller from Monport that supposedly came with a one year warranty. In December of last year the automatic focusing probe failed to trigger which caused the laser head to hit the workpiece. Before I realized what was happening and could hit the emergency stop button the motion system on the machine for moving the laser head ripped itself apart. The * axis bracket screws popped out of the * Axis rail stripping the threads in the process. I have made multiple attempts to get service from them under the warranty and they keep saying that they are going to send the case to their engineers but as soon as that happens I stop hearing from them. Looking online many people have the same issues getting any kind of support from them. All I am asking for from them is replacement parts. I am more than capable off repairing the machine myself with the correct parts. I have even looked for the parts online myself, but they do not seem to be readily available. I have attached photos of the broken pieces. I can send you a copy of the email exchange if that would help.

  Business Response

  Date: 07/23/2024

  Hello *******, 

  Thank you for your inquiry. To ensure we send you the correct parts, we need to confirm a few details:

  Do you require the slider and screws located inside the **axis beam on the left side of the machine?
  Do you also need the metal components used for securing the **axis and **axis?
  Is there any damage to the s**** hole on the **axis beam?
  Does the **axis beam itself need to be replaced?

  
  Your prompt response will help us expedite the shipment of the necessary parts.

  
  Best regards,

  Monport 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21925570
  

  In regards to your four question:

  1. Do you require the slider and screws located inside the **axis beam on the left side of the machine? Yes we need the screws for the **axis beam. Some of them are stripped and others went flying when they gave way and I have not been able to find them all.

  2. Do you also need the metal components used for securing the **axis and **axis? Yes these parts are warped. 

  3. Is there any damage to the s**** hole on the **axis beam? Yes screws do not want to thread into these holes.

  4. Does the **axis beam itself need to be replaced? Yes there is a noticeable twist in the **axis beam.
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/20/2024

  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 from ******** on 5/10/2024. I received 2 of the 3 items that were part of this order. The 3rd item, and notably the most expensive ordered item, has not been shipped - it has been 40 days, roughly. My first email response, I was told by the company that the laser in question had a pre-order against it - which I don't recall when I ordered, and it no longer shows a pre-order against it - and it would ship by the end of May. Well May passed and I asked again, repeatedly, and I continue to be told that they are working on shipping and in some emails I'm told tracking will be available to me tomorrow, or a couple of days, etc. The last two email responses - one stated there was a small problem with shipping and the last response stated they were selecting the right courier. I keep getting pushed off with generic answers and no resolution. For a company that ships lasers all over, there should be no issue with shipping the 60W I purchased. Part of my order was a rotary attachment - can't use that without my laser.

• Initial Complaint

  Date:06/17/2024

  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 ordered a Monport 150W Built-in Chiller CO2 Laser ***************** (64" x 40") for the price of $6,440 and received the machine May 4th 2024. Upon arrival, my laser tube was shattered and the machine itself looked disproportionate. I was still willing to work with Monport in replacing the laser tube. A replacement laser tube was sent out on May 22nd 2024 and was received within the next day only for it to arrive completely shattered as well. At this point of frustration, I had requested a refund on May 24th 2024 for Monport customer support to try and disregard the letter, attempting to send two more laser tubes as a resolution and I rejected this offer. They finally accepted to initiate as a refund and started to create a shipping label May 28th 2024, with the promise of sending it over in 3 days. It is now June 17th and I constantly ask for updates on the shipping label as I have not received it and they still are giving me the run around, refusing to send the return label over. Order number #****

• Initial Complaint

  Date:06/14/2024

  Type:Order 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 laser, it came in broken. I contacted them and they said they would send parts. They never contacted me back again. Found out they dont have the parts. So I said send me another machine and take this one back. They said they would call me the following Monday which was a week ago and never have plus they will not answer the phones or chat!

• Initial Complaint

  Date:06/13/2024

  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.

  February 16th I purchased a laser through Monport I paid $1400 and the laser was malfunctioning when after setting it up. I reached out and waited quite a while for a response after which they sent me new wires making me rewire a brand new laser. It still didn't work. The said they would issue a $150 refund two months ago never received it and now they stopped responding to me after asking me to confirm my email to send me a return lable. I have written to them several times now with no response, redu d or return lable.