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:02/19/2024

  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.

  Purchased a 40w CO2 laser from Monport and received it around the first of the year. When setting it up, none of the displays worked. Initial contact with support seemed promising, stating that they would replace the parts necessary to fix it. It has now been almost 2 months since contact and I have not received the parts, and they will not answer back with an ETA on when I'll get them.I realize that $700 may not seem like a lot of money to some, but that's the approximate cost of the very large paperweight sitting in my house.At this point, I either want a new 100% working machine sent to me or a refund so that I can buy a different brand.It doesn't seem like a very good strategy for building brand loyalty and repeat customers.

  Business Response

  Date: 04/11/2024

  A replacement machine has been sent to the customer

• Initial Complaint

  Date:02/09/2024

  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 ordered a fiber laser from the Monport company (order number 6031). The model is the GP20. They were having a sale that included a price of $1599.99 for the laser, a rotary axis assembly and some software files. After a few days I received a notice that the items were shipped and I received a package on February 8th. The package I received was a smallish box and was only the free rotary axis assembly. I contacted ***** and was told this was the only package under the tracking number ************. I then tried to call the two numbers listed for customer service at **********************. Neither number is answered and I left messages at both numbers. I've not received any call backs on the messages I left. I also sent emails to their customer service. The first reply I received via email was just a pasting of my order # that showed the package was delivered (including the fiber laser). I replied back to that email and told them the box I received was not large enough to ship the laser and that it only weighed 2.2kg. The laser package is listed at 26kg on their website. I then received a second email that said my laser had not shipped and they were working to ensure that a quality product was prepared before it was sent to me. I replied to that email requesting to know the shipping date and have not heard anything more.

  Business Response

  Date: 04/10/2024

  I hope this email finds you well. I am writing to provide an update regarding our recent interaction with Mr. **** concerning his inquiry and subsequent chargeback.
  We received the initial complaint about shipment and resolved the issue, and Mr. **** requested that we upgrade to GP50 and provide assistance and a discount, as well as calculate the upgrade he wants.
  In a few days, we assisted and responded to Mr. ****** inquiry, and we resolved the problem. We heard that he filed a chargeback and asked for the reason, and as mentioned, my colleagues offered a 15% discount and sent the new computation of the machine, but Mr. **** still asked for an increase in discount, and he understood and proceeded to the return label of the first machine he purchased, and we have not heard any complaints since. 
  We remain committed to ensuring customer satisfaction and resolving any outstanding matters in a timely and professional manner.
  
  

  Customer Answer

  Date: 04/10/2024

   
  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:02/05/2024

  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 before Christmas. They said they would send it before Christmas. It was on its way they canceled it. I never received it to mid January. I have not been able to use the machine. It will not work properly. I have emailed the business I have called the business. I have done everything. ********** tired of? The junk when you call no one answers when you email, you might get an email back. But though he's saying they're going to send it to. They promised me discounts. Discount for not having it by Christmas discount. Because they put it on sale while I was still waiting for it. A discount for the problem, and then they did nothing.All I wanted was a machine that worked It won't home, it won't burn it will frame, and that's about all.

• Initial Complaint

  Date:01/12/2024

  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.

  My order was placed on 11/23/2023. I ordered a 40W laser engraver at a cost of $509. I received the item 12/2/2023. When testing the item i found that the unit would only go up to 50% power. I contacted the seller 12/29/2023 and have opened support tickets. After going through all of the settings requested by the seller, they advised that there is a "booster board" available and I would be receiving one. I am leery of this fix as I have found anyone in the online forms that have had this issue fixed by the board. Now the seller will not answer emails and the silence is deafening. Can i get some help please?

  Business Response

  Date: 01/15/2024

  Hello, we haven't located any emails from you in our support inbox. Please contact us at *********************************** and we will gladly assist you with your issue. When sending an email, use the subject line: #**** - (problem) to help us prioritize your request.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21136973
  
  I am rejecting this response because:

  
  I have sent no less than 10 emails to *******************************************.  The first message sent was 29Dec23.  I have also received messages from the help desk email address.  To state that there are not any email communications between Monport and me is incorrect.  I have replied to ********************************** with this information. 

  
  Sincerely,

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

  Customer Answer

  Date: 01/24/2024

  I have not received any resolution to this issue yet.  I am being told to wait, probably until it would be too late to dispute this purchase with my credit card company if i was to guess.  I am very disappointed and frustrated at this time.

• Initial Complaint

  Date:12/31/2023

  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 bought a 30w fiber laser from Monport in March 2023. It was advertised as being capable of producing a frequency range of 20-100khz. After looking at the internal specs of the unit, the model fiber laser source I received is only capable of 40-60khz per the manufacturer specifications. I have reached out to Monport to request clarification and they have yet to produce any documentation that proves their claims. I have also requested that they provide a laser source capable of producing the specs on their website or refund my purchase. Their communication is poor to say the least. Their contact phone numbers are never answered and they will dodge emails when asked for a resolution. I have reached out on social media and tried email and phone but have to resolution to my issue. I would appreciate a prompt resolution to my issue Monport. Attached is a picture of my laser source model number and ************** from the manufacturer and a screenshot of Monport advertised specs

  Business Response

  Date: 01/09/2024

  Hello dear team,

  According to the manufacturer's specifications, 40-60khz is the best range recommended by ****** to achieve full power. We have confirmed with Raycus that 20-100khz is the range that customers can set to obtain more than 80% of the output power, so we replied to customers this frequency range. In fact, when using this this kind of laser source, there is no need to set the frequency. Even if the frequency range is changed, the engraving effect changes very slightly. If the customer is particularly concerned about the impact of parameter settings on the actual effect and hopes that the customer will provide corresponding engraving requirements, we will definitely cooperate with the customer to provide test data.

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

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21079758
  
  I am rejecting this response because:

  Monport has not provided any documentation from Raycus stating the claim that the frequency range is 20-100khz. Please provide a link or document supporting these claims. 
  

  Monport also claims that there is no variation in the effects on the material being engraved. This further contradicts their own claims of a pulse rate of 20-100khz. There is a significant difference in the effect on material if the range was truly 20-100khz. The reason there is no difference is due to the narrow kHz range that the laser source in my unit is capable of producing. This unit does not and can not produce 20-100khz (as advertised) per manufacturer specs. 
  

  Monport needs to exchange the fiber source with one that meets their advertised specs or accept a return/refund at their expense.  
  

  I have provided the necessary documentation to support my claims. Monport has failed to provide any type of documentation to support theirs. 

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

• Initial Complaint

  Date:12/31/2023

  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.

  Good afternoon BBB, I hope they day is serving you much better than mine. Order number : **** You see I've ordered a Monport 40W Pro *********-Supported (12" X 8") CO2 Laser ***************** with Air Assist 1 40W Pro back December 18th. With it posted on the site that it would be shipped within 10 days. Of course it has been well past those 10 days and I still haven't heard anything. When I followed my tracking that they gave me both on ***** AND their own website it stated that I ordered it on the 19th, was shipped out on the 22nd and then cancelled. I don't have the screenshots where it said 'unable to deliver', and 'out for delivery now's but I sent them an email regarding this concerning information.They have nothing but excuses for their behavior, and have yet to even try to get me my very expensive machine. I'm a small business owner and this has been a terrible blow to me especially when it said delivered and I told my clients as such. They proceeded to tell me they'll have it shipped out much later despite their own website stating otherwise. And now it looks like I'm not getting any machine because I haven't heard back from them, there is no resolution to this, no new tracking or progress. I'm just left here in the dark praying for my machine to get here because that is all I want. And I do feel like since they have done this to me and made me wait a lot longer , that my machine should be (hopefully) overnighted to me. Even more so because when I looked up their original shipping policy is 4-5 days. This is completely absurd. They are lucky I'm not asking for my money back and going to someone else. I just really would love to have my machine here safe and sound, please. That's all. And to have it overnighted as compensation if that's alright. Thank you sincerely for listening, and I hope your New Year finds you well.

  Business Response

  Date: 01/05/2024

  Greetings, the customer's order ********************** Engraving Machine 40w2.0 has been shipped. The estimated delivery time is from January 6, ****, to January 6, ****.

• Initial Complaint

  Date:12/21/2023

  Type:Delivery 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 ordered a Monport GI60 Integrated MOPA Fiber Laser ****************** Machine with Electric Lifting on October 18 2023. It took me a while to setup and I reached out to Monport on Dec 7th 2023 over email stating that I could not find an included usb drive with my order which contained the driver and calibration files for this laser. I asked them to provide them for me to download. They asked for some additional information about my laser which I promptly provided. They said they would contact the engineer and provide me the files. Well it has been two weeks and I still have not received any files that would allow me to control my laser with my computer. As it stands I have no way to use this machine until they provide me these files.

  Business Response

  Date: 01/05/2024

  Hello Dear BBB,

  Here's the update. We sent **** the files he needed with the ****** link. We will continue to follow up to see if everthing is alright.

  Monportlaser

• Initial Complaint

  Date:10/06/2023

  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 bought a Monport GI30 Integrated MOPA Fiber Laser ****************** Machine on Sept 6, 2023, to start a new home-based business. Ive been trying to get a problem fixed on this Laser for over 3 weeks. I have email the Support Team the day I setup the machine. The Laser comes with an Electric Lifting, the laser arm can move up and down with a button pushed. But something is wrong with the Laser Electric Lifting ARM, it will not move DOWN, it will move the arm up to the top but not down. I cannot get the Laser to force without this movement. The Monport support team email to and wanted me to open the Laser and replace a switch, work on the internal electronics. I said that I cannot replace the switch, I am not a technician and do not feel comfortable doing working on the electronics. I also have a few move smaller problems with this laser, the force on it, three red light spots overlap to get it to focus, the laser head needs to Lift up or down to the best focus point. And I was never able to focus it the laser. And the Power is not working correctly. But the big issue is the Electric Lifting Arm not moving down.I have been emailing back and forth to get this problem solved, I can send you several emails with the Monport support. Ive been asking for a replacement Laser, but its falling on deaf ears, I am got no answers on a replacement until this week. So I ask for an RMA to return this Laser and an address to ship it to, but I am not getting ANY response from them on this issue.Monport support was ignored me on the replacement and I felt they where trying to scam me. This week they finally said they would replace the unit but it to late for me, I lost confidence in this company. So I want to return this laser for a refund. I am in a 30 day return policy and I am not sure why they are not willing to return it for refund. I have not heard from them on the return, still waiting!

  Business Response

  Date: 10/13/2023

  Hello dear BBB team.

  Since the customer complained about this issue, we replied to the customer in time and arrange the shipping labels for the 
  Monport GI30 Integrated MOPA Fiber Laser Engraver & Marking Machine with Electric Lifting and Monport 80MM Three Jaws Rotary Axis Attachment (for Fiber Engravers only)

  The tracking number for the GI30 is 1Z6702A20316467268 *** which is on the way.

  The tracking number for the rotary is  1Z6702A20317398439 *** which has arrived. And we are also checking with our warehouse.

  Once these two packages arrive at our warehouse, we will give the customer a full refund. Thanks!

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

  
  
  

   

• Initial Complaint

  Date:07/12/2023

  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.

  August 15 2022 order #****. I odrered a laser and water chiller the chiller cost $ ****** and as of June 21 2023 the chiller no longer chilles the water from my laser. I have sent the email to monportlaser Support on June 22 2023 to inform them that the chiller has failed. They asked if I have a video of what it is doing and I sent them a video. monprot and I have sent emails back and forth till June 26 2023 monport said that they would honor the warranty as it was still with in the 12 month warranty. I sent them a email on June 27 ****************************************************************************************************************************** other communications since June 27 2023. I did save the emails and there Warranty information frtom ther website.

  Business Response

  Date: 08/02/2023

  Hi dear BBB,

  After you forwarded us the complaint from the customer, we contacted the customer and arranged a new **** chiller to the customer and also sent the customer emails about this. Please confirm this issue. Thanks!

  Monportlaser Team

  Customer Answer

  Date: 08/02/2023

   
  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:06/23/2023

  Type:Sales and Advertising 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 this ************************************** anything. All of Monport is ignoring me and I feel this is a scam to take my $5,605. I want someone to tell me what is going on with my order. I want a phone number to call that someone will answer. I have emailed and tried to call *****************-351-0217, and ************ and left messages for a week and no one will answer or call me back. This is very bad business and I spent a lot of money for this.

  Customer Answer

  Date: 06/29/2023

  Thank you. Yes, it's been resolved. After filing they contacted me several times and that's what I wanted. I feel they will honor their commitment now. Thank you for your help.
  
  
  
  Thanks
  
  ****