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:06/03/2024

  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.

  I purchased the 40W Pro ********* machine on 5/10/24. It a week later and the main machine didn't turn on at all. I spent a week trying to get answers on what to do from customer service. I did all of the things they requested, but they never got back to me. I finally boxed the machine up and it is sitting with the other 6 packages of upgrades I purchased waiting for someone to get me the return and refund information. I have been waiting for this for almost a week now. The customer service is so terrible they are just now answering questions I asked them back 2 + weeks ago. Spend more to get good CS

• Initial Complaint

  Date:05/11/2024

  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 Monport's 40W CO Desktop laser bundle that included the laser machine itself, their air filter, a rotary tool, and water cooling system for $930. Upon receiving the item, I opened the boxes to inspect the product and read the owner's manual. I decided once reading the owner's manual that the product would be a risk to have in my own home that I didn't want to take with my young child being around. So I put everything back and contacted the company through their after-service support phone numbers with no response. I contacted through email and got help with a return label. I have since shipped the products back to their warehouse and have not received any response from the company about whether they have received their product back or not. I would like to have a refund because I don't have the product anymore and I have followed every step of their refund policy.

  Business Response

  Date: 05/17/2024

  The refund is already being processed, computed and being handled by the person in charge

• Initial Complaint

  Date:05/06/2024

  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.

  I PURCHASED A NEW LASER 4/12/24 ARRIVED 4/20/24 AND THE MACHINE CAME BROKEN FROM FACTORY THEIR TECH SUPPORT ACKNLEDGE THE ISSUE I HAVE FULL DOCUMENTATION AND YET HERE WE ARE 5/6 NO RESOLUTION ITS CRAZY

  Business Response

  Date: 05/07/2024

  Sent a follow up to our engineer for the resolution of this matter for the customers satisfaction

  Business Response

  Date: 05/09/2024

  We have sent a compensation to the customer due to inventory problems for the parts damaged that needs to be replaced. The customer will receive the compensation in 4-7 days.

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair 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.

  Recently, I purchased a Monport K40 Pro, but despite my efforts to set it up properly, it wasn't functioning correctly. After several attempts, I decided to contact the company to arrange a return. They instructed me to send a photo, assuring me they would then provide a *** label. I sent the photo as requested, but after that, despite numerous follow-up emails, they suddenly ceased communication. It's been weeks now, which feels like a joke. When investing in mechanical products like this, one always expects the company to provide support, yet Monport failed to do so. I am dissatisfied with the experience. The device remains in my possession. It's important to be cautious, folks.

  Business Response

  Date: 05/07/2024

  A return label will be sent to the customer and issue a refund once we have received the machine.

  Customer Answer

  Date: 05/09/2024

   
  Better Business Bureau:

  You mentioned previously that you would send the return label for the product, but then you didn't respond to emails. This time, I want to trust you. I eagerly await your solution.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank You

  
  Sincerely,
  
  K B

  Customer Answer

  Date: 05/14/2024

  Hello

  The Monport company stated that they would contact me, but they have not responded yet. They remained silent again. What can I do?

  Thank you

  Customer Answer

  Date: 07/12/2024

  ******************** made the payment for the laser machine I returned on 07.08.2024. There is no problem with the company anymore. Thank you for your support on this matter

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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.

  Bought a Monport 80W Co2 Laser w/chiller early April, delivered a few weeks later. The machine worked once out of the box and then just stop cutting through thin3 mm material. The laser will only engrave now. There is no tech support but the website claims 6 different phone numbers they have for sales/tech support. No replies to online chat. Twice they replied to an email and it took forever and it was not helpful. The emails start with " Our Engineering Team is working on this, " or I m sent to a you tube link. This laser is to expensive to not have tech support and you can not claim to have tech support via telephone. I just want to return the laser and get a refund. I already did all the steps to requesting a refund via email to support. Had to dispute the charge with my bank but since I still have this nonworking machine. No one is answering! I NEED A REFUND!I have cleaned laser, lens, and mirrors, aligned mirrors, level bed and laser head. Ran test cutting files to prove laser and full power makes a nice thin straight line but will not cut through material.

  Business Response

  Date: 05/07/2024

  Before reaching a decision on issuing a refund, we must verify additional details to minimize losses for both parties.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21640439
  
  I am rejecting this response. Your lack of customer support is unreal. There are numerous after hours phone numbers listed none of which you answer. The Monport support team will respond to my help questions. I have asked for a call back numerous times but instead I get "cookie cutter"  reply's that really provide no value. 

  On my support emails with the Title stating I wish to return/refund my product the Monport team still gives me generic response and WILL NOT acknowledge my request to return product. If your going to be so deceptive you should just list on your website that your support team is in *****. All communications will be via email and we offer no refunds. However, your website claims all the opposite. You claim 24/7 phone support, you list a phone number with PST time zone.
  

  Even in your BBB response, your answer is not an answer. No one from Monport has returned my emails to set up a return. I have had this product less than 30 days and I simply asking for a return to be processed. You have a customer that is not happy with your service, product, and business practices.

  Business Response

  Date: 05/17/2024

  We requested the customer to send specific photos of the machine and the package to start the return and refund process. 

  Customer Answer

  Date: 05/20/2024

   
  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:04/11/2024

  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.

  Bought a Monport 40W Co2 Laser and fume extractor late March, delivered early April. Machine does not work. No tech support. No one picks up the 6 different phone numbers they have on their website. No replies to emails. No replies to online chat. Twice they replied and it took forever and it was no helpful. Now my calls goes straight to voicemail. Can't even leave a voicemail because the box is full. I just want to return the items and get a refund. I already did all the steps to requesting a refund. Had to dispute the charge with my bank but since I still have this nonworking machine and parts at my place, I am not sure if the dispute will go through. They won't send me a label. I can't even send it back because I have no idea where the warehouse is located. No one is answering! I NEED A REFUND!

  Business Response

  Date: 04/11/2024

  A return label is already in process and it will be sent to the customer once its available and issue a refund once we have received the product.

• Initial Complaint

  Date:04/09/2024

  Type:Product 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.

  On Feb 5, 2024 I purchased an 80 Watt CO2 Laser from Monport Laser. I paid $2519.00 for the machine with the "bracket" as they call it. On March 29th, I received an 80 Watt Laser from Monport that did not contain the "bracket" I have attempted communicating with them on multiple occasions and I either get no response or they request that I send pictures of the machine.

  Business Response

  Date: 04/24/2024

  We have processed a replacement for the machine and the return label will be sent to the customer once its available.

  Customer Answer

  Date: 05/23/2024

  Monport stated that a new laser would be sent and asked me to pack up the old one. That was several weeks ago. They do not respond when I ask for status updates. I still have the original laser sitting in the box since I packed it up like I was instructed. 

• Initial Complaint

  Date:03/26/2024

  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.

  I bought a Laser from this company roughly March 7th. The workspace provided is entirely to small for what I need it for. I emailed the company to which they responded that they would like me to talk to their technical support team. I declined and asked to return it. Since then I have emailed, phoned and did a chat with their company.They said they would send a return label via email which they still have not sent.I have told them that I would be contacting you or anyone else I might need to to have my money returned.There is absolutely nothing wrong with the unit. I just want to return it for a refund. They have a 30 day refund policy which I am inside of. I want my money back!They asked for for some information on the outside of the box and a picture of the unit. I have provided everything they asked for.When I call, it automatically goes to a voice-mail and never a person. I've responded to them with numerous calls and emails.They tell me the return label is being processed, but that was a few days ago. Still no label

  Customer Answer

  Date: 04/01/2024

  To Whom it may concern,

  I have sent the machine back as instructed and receipt above is my proof.  I still have not received my refund.

   

  *************************

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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.

  Bought a Monport CO2 laser October 31, 2023. Received around mid November. Laser hardly connected to the computer. Contacted customer service numerous times and was sent in the same circle repeatedly. Once the air assist quit working, customer service again sent us in the same repeated loop. We sent videos and pictures, went through every step. The company has a known problem with the motherboard of this particular model and never offered to replace it nor would honor their own policies regarding the issues. Fast forward to mid-February when after requesting to return and receive a refund was promised the parts and $200 for the inconvenience. Now they are not honoring the deal made in writing for compensation and still have not provided tracking numbers for parts only that they will get it to us quickly. It has been over 3 weeks, and now we have a $700 plus tax (and I live in a higher tax paying area) paperweight in our office.

  Customer Answer

  Date: 03/20/2024

  Good morning,

  I wanted to update the BBB that Monport did initialize the $200 credit, but has not provided the alleged tracking number for the parents. I guess more than just having them honor their word is to bring to light how I have had to go in circles now for 4 months to get any sort of help from this company.
  

  Thank you for all of your assistance. I will say the 3 times over the last 4 months the machine worked properly, it did work amazingly. But getting assistance when there is an issue is very poor business practice and not upholding their warranty of their product was very disheartening as well. 

  Business Response

  Date: 03/22/2024

  Hello BBB,

  We came to an agreement that we offer the customer $200 refund. So we already refunded to the customer. It's true that we accessories were delayed for shipping. We processed the shipping for the motherboard already and will send the tracking number for the air pump after it's updated. 

  Monportlaser

• Initial Complaint

  Date:03/03/2024

  Type:Product 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 purchased a Monport laser bundle on January 19, 2024. This included a Monport 40W ***********************-supported CO2 laser engraver and cutter, ********* software, Monport 9L CW-3000 water cooling system, Monport upgraded laser rotary roller, and Monport 150W laser fume extractor with 3 layer filter for $971.66. I received piece by piece in 3 seperate shipments, from 3 different areas and about 1 week apart each. Once receiving the final shipment, I was able to set up the laser. Once set up, I turned on the water chiller and laser. The water chiller temperature kept climbing up and not cooling down, the laser would not fire after numerous attempts of troubleshooting. I contacted the company on 2-16-24 stating these facts. I received email back stating they forwarded to support. I waited for 3 days with no response. I did not want to wait longer as they had a 30 day return policy. On 2-21-24 I emailed requesting shipping labels to send laser and accessories back as I had not heard from support. I received email requesting documentation, shipping labels on original package, picture of full laser and such. I took the pictures of all the requested items and replied to email. I have yet to hear back with the required shipping information to return my items. They are still sitting in my living room in their original packaging and would like to get these returned for a refund of my money. I have emailed them several times since submitting the requested documents and still have yet to hear anything back. It is now well past the 30 day return date. I did not receive all items until almost 3 weeks after ordering. I need help in resolving this situation as I am getting no response from the company.

  Business Response

  Date: 04/10/2024

  I hope this message finds you well. We are writing to provide an update regarding Ms. ************************* order of the Monport 40W Pro and Monport 150W Laser Fume Extractor, along with the ********* Software - GCode License Key.
  Upon receipt of the order, we promptly provided the GCode License Key as promised. Subsequently, we received feedback from Ms. ********************* regarding an issue with the machine, which was the first reported.
  Our engineers have been actively engaged in troubleshooting and have provided detailed steps to resolve the issue to Ms. ********************** However, despite our efforts to assist in resolving the matter, ********** has initiated a return request.
  We remain committed to ensuring customer satisfaction and are dedicated to addressing any concerns promptly. We kindly request guidance on the next steps to facilitate the return process and ensure a satisfactory resolution for Ms. **********************
  Thank you for your attention to this matter.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21378166
  
  I am rejecting this response because:
  Monport Laser has not sent me the shipping labels. All I want, is to get the money I paid for this laser back in a check, and have shipping labels, so I do not have to pay for the shipping.
  Sincerely,
  
  *********************

  Business Response

  Date: 05/07/2024

  We will follow up for the return label to the responsible party as soon as possible

  Customer Answer

  Date: 05/10/2024

  After I contacted the BBB, I also contacted the **** Federal Teade Commission.  I a letter they said I should contact the credit card, and see if they can reverse the charges. I called the credit card company, they reimbursed my card the amount I paid, and they were going to get ahold of Monport. I then got a message from monport to take pictures and send them to Monport. I sent everything we had with pictures and complaint emails. We then had to wait again. I finally got a message saying Monport was going to send the shipping labels. Once again we are waiting to get them. So to make this long story short, this issue is still not done yet. I am waiting patiently to get the shipping labels and finally get issue resolved.