Reviews

Review Details

• Review fromArtie S

  Date: 12/19/2023

  1 star
  Bought a Monolith by Monoprice M-15 V2 15in THX from them. It turned out to be defective (blinking red light). Monoprice support provided the bill of lading and scheduled a pick up. ***** freight picked up the package. Once month has passed and I receive the following:"Thank you for contacting Monoprice. I apologize; we called ***** again to confirm if the package was picked up; however, they said that the scheduled pick-up on November 17 was canceled as you do not have a box for the item, and the pick-up was rescheduled on November 18, 2023; however, the pick-up was canceled.I apologize; we are unable to process a refund for this order as the returned item was not already received."This is totally ridiculous. I've been a customer for 9 years and now they are blaming me in trying to scam them.

  Monoprice, Inc.

  Date: 12/20/2023

  Hello *****,I am very sorry for your experience. As I mentioned in my email, and I more than willing to help resolve the issue, and in no way have you been accused of "scamming". I asked for proof of ***** pick-up and return of the defective item because according to *****, the first pick up attempt was unsuccessful because you did not have a box, and the second pick up was canceled. You offered to provide a recording of the pick up, and I asked you to send it as that would be very helpful to place a claim with *****, and refund you immediately. I kindly ask you provide the video and we can proceed,I will contact you this afternoon for resolution outside of the BBB public forum.Thank you for your understanding and cooperation.

• Review fromStuart Y

  Date: 09/19/2023

  1 star
  Order never received despite payment. **************** refused to adjust the problem to my satisfaction (I merely asked for the item to be given priority since I had already waited for 2 weeks). I asked for a supervisor but was told that wasn't possible.

• Review fromFrancis B

  Date: 06/15/2023

  1 star
  I was gifted a Monoprice Mini Delta 3D printer by my children as a birthday present a few years ago.
  I was new to 3D printing and the printer was easy to use and worked flawlessly until the warranty expiration date. Then the nozzle apparatus suddenly would strike the print plate like a jackhammer without printing. I videotaped the abnormality and sent it to Monoprice who responded that they had never encountered that problem before and had no solution for it. Since the warranty had expired they could not offer a replacement, etc. So I was SOL.
  I was extremely disappointed in their response. There was no offer to send it back for possible repair, no offer of a credit toward a new or refurbished unit, etc.
  Monoprice offered this printer as a reasonably cost effective entry into the 3D market. $200 for a machine which lasted a year was no bargain.
  I would never buy or recommend Monoprice products as their service lacked customer focus. Offering a refurbished unit for a reduced price would have been an acceptable alternative. I understand the concept of a warranty and wasn’t asking for a freebie. All I received was an excuse that they had nothing to offer.

• Review fromRon B.

  Date: 01/18/2023

  1 star
  I Ordered bulk online Cat6 cable on the 13th of Jan 2023
  - As per their web site:
  The order was processed on the 13th ( my Credit Card was charged the full amount)
  Checked their web site on the 16th which indicated that the order was processed, Fedex label was created and Fedex was to pick up. Also stated that the Delivery date would be the 19th.
  I Checked their web site on 17th showing the same info as above.
  (I called my customer and stated that I would be at his site with the cable on the 20th to complete the install that was in process awaiting the cable)
  I Checked their we site on 18th showing the same info as above. Showing no progress with handing off the package to Fedex. Web site still indicates the delivery to my location tomorrow. Still not indicted that the hand off occurred to Fedex.
  I called customer Monoprice service and reviewed the info with their rep.
  I was told that it was picked up yesterday and will be delivered maybe the 23rd. I expressed my frustration with the very incorrect info on their web site and was told that they have still issues with their web software. While on the phone still, I went onto the Fedex web site using the Fedex tracking # to find that It has not been picked up from MonoPrice yet and says it will be delivered the 19th (tomorrow). The spoke to the Monoprice rep and again there is software issues and it will delivered by the 23rd.
  I called My customer and had to apologize for MonoPrices problems that directly effect multiple customers down the chain .
  If their web site was showing the TRUE condition of the state of my purchase, there would be no issues down the line to my customers customer.
  I have used monoprice in the past with no issues.
  This incident Burnt Three levels of commitment from me to 2 cascaded levels.
  Trust has been taken away - I will be dealing with a different online supply vendor here on.

  Monoprice, Inc.

  Date: 01/19/2023

  Hello ***,
  I am very sorry we are taking longer than usual without order fulfillment in addition to delayed pick-ups by carriers. I have left a voicemail at your number with some possible solutions. Please return my call or email me at ***********@monoprice.com for further assistance.
  Regards,
  Laura P.
  Customer Service Manager