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:10/22/2025

  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 laser from the manufacturer,OneLaser, in December of 2024. I was given an estimate of delivery in 4 weeks. The laser was finally delivered in March of 2025. I immediately had trouble with it. It was supposed to work with Mac, but the VERY limited instructions had no setup for a Mac, only for PCs (Windows). It came with a bottle of liquid but no information on what that liquid was or how to use it. I had to contact the company to find out that it was antifreeze that was to be included in the water tank of the laser. The instructions didnt mention it, they stated only that pure water should be used, whatever that means. To get to the water tank, or mirrors the entire back of the case must be removed. After installing it, removing and replacing it many of the star screws had stripped and I was forced to replace the ones I could remove. This laser was sold as a beginner laser, but even though I have been using Glowforge lasers for 4 years, I cannot get it to work consistently. The instructions are worthless, and if the English had been 2% worse they would have been totally indecipherable. Supposedly the OneLaser site has suggested speed and power settings, but they are useless. A typical suggestion is to use a specific speed (i.e. 25mm/sec) with anywhere from 10-90% power. None of the settings I have tried have worked, and in a text message from one of the service ***** he told me to ignore them. There are no specific maintenance instructions on how to clean the laser or the lenses or mirrors, none on focusing the laser, no suggestions on how to fasten material to the bed so it doesnt move while being cut. I have spent at least 50 hours looking for ******* videos and they are not helpful. I have had hours of texting and video chats with service **** which have solved some issues but there is always a new one. I asked to return the laser but they wont consider it. It has been a waste of almost $4,000, plus the loss of the income I made.

• Initial Complaint

  Date:09/18/2025

  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.

  8/18 I purchased a OneLaser Air Assist Control, pre-order for $30 off. At the time of purchase, advertised was that the item would ship in 3-4 weeks. Previously purchasing a laser engraver, and promised an 8 week shiptime, I was informed the 8 week ship from purchase was the laser shipping from China, not US to my house, as I was told. To avoid this confusion, I submitted a message to OneLaser chat confirming the 3-4 ship time, and was informed the 3-4 week ship time was from their CA location, NOT 3-4 weeks until the order shipped. 3 weeks later I inquired about status. ****** gave me no answer, stating it depends when my order was placed so he couldn't answer when my order was shipped. It wasn't until several emails later (3+) that I was informed they made a mistake, somebody forgot to remove the pre-sale, yet made no attempts to alert me or let me know. ****** simply placed blame on others multiple times as to why this happened and there was no solution. I made my purchase with not only what was advertised, but I also confirmed speaking directly to the company. This is false advertising. Company made no attempt to allocate any extra units as it was not "fair" although false advertising is also not "fair". Tried to elevate to a manager to discuss, however ****** would not allow it.

  Business Response

  Date: 09/26/2025

  First of all, we sincerely apologize for the inconvenience and frustration caused. After reviewing your case, we confirmed that the OneLaser Air Assist Control was listed as a pre-order item, but not explicitly stated on the website as having a 3–4 week shipping timeline.

  
  Our first batch of this product shipped on August 15th same as the social media post stated. Since your order was placed after other customers, it is scheduled to ship in the following batch. We understand this may feel frustrating, but we want to be fair to all customers by fulfilling orders in the sequence they were received. If the situation were reversed, you would also expect us not to move later orders ahead of yours.

  
  That said, we have checked your order status and can confirm that production has already been completed. At this point, you have two clear options:

  
  1 - Proceed with your order as planned and await shipment.

  2 - Or, if you prefer, we can issue you a full refund right away.

  
  Regarding your concern about ******, please know that many customers have spoken very highly of his service, and we rarely receive complaints about him. Nevertheless, we will ask ****** to contact you directly today and walk you through these two resolution options. The choice will be entirely yours.

  
  Once again, we regret the confusion and inconvenience caused, and we thank you for giving us the opportunity to make this right.

  
  Sincerely,

  Customer Answer

  Date: 09/29/2025

  The timeframe for shipping did state online 3-4 weeks. I also asked via chat if that was shipping from CA or shipping from China. It was confirmed via chat on one laser that it was shipping 3-4 from CA at the time my order was placed. I also brought this to attention when I first emailed about shipping status, asking why Richard gave me inaccurate info and was told the information Richard gave me was accurate. This information for a 3-4 week preorder was still on the website when I placed my order 8/18/25, as confirmed via email with OneLaser. It was also confirmed in another email that the website did infact show a 3-4 week ship estimate, but that "The employee responsible for the listing did not update it accurately, and we also failed to review it thoroughly before it went live." See attached docs. 

   

  I did my diligence prior to purchasing to confirm ship timeframe.