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Business Profile

Carbon Products

Bambu Lab USA Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carbon Products.

Complaints

Customer Complaints Summary

  • 100 total complaints in the last 3 years.
  • 63 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/15/2025

    Type:Product Issues
    Status:
    Resolved
    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 their X1 carbon 3d printer combo with AMS 2 pro off their direct store, received the product and it was non functional, the AMS 2 pro was defective and damaged the filament, and the product would not print, tech support is all Ai bots that do not assist in anyway, troubleshooting guides called for methods that would damage the printer, attempts to contact for a return and refund failed to receive any responses from the company, trouble tickets received no responses, the company sells defective products and offers no real person support and their 14 day return window is a scam with how they will not initiate a return unless a ticket is put it and received a response.

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Item was purchased on 5/4 and worked a few weeks. Item stopped working and had multiple issues and we tried to contact customer service but there was no number, only email.We have been in contact with Bambu Lab via email providing them with pictures of our issues and today they confirmed our 3d printer is faulty. We have 3 issues with this brand new printer.Their resolution is to send us a part or two or talk to best buy but we are requesting a replacement or full refund including tax. We are not trained or equipped to repair the printer and feel we have a defective (lemon) of a machine. Best buy said this is a manufacturing issue.

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 January 23, 2025, I purchased a Bambu Lab A1 Mini Combo 3D printer for $394.83 (Order #US24175589958). The printer arrived and was used under normal conditions. A serious failure occurred where a filament blob fused entirely around the hotend and extruder, melting into the internal printhead assembly. The blob caused irreparable damage and cannot be removed without destroying more of the unit.I filed a warranty claim with Bambu Lab (Ticket #US250622655001) and provided images. The company is refusing to replace the unit unless I manually disassemble and remove the blob, which is both physically impossible and legally impermissible under U.S. law.Bambu Lab instead offered to send piecemeal parts as a courtesy, claiming the hotend and extruder are consumables. However, their own warranty policy states consumables are covered if defective and in this case, the failure is clearly mechanical and not caused by user error.Under the ********-**** Warranty Act (15 U.S.C. ********), a manufacturer may not condition warranty coverage on the customer performing disassembly, repairs, or diagnostics. Bambu Lab is in clear violation of this law.The blob is fully fused and cannot be removed. A toolhead replacement is not possible. I am demanding a full replacement of the entire printer unit under warranty.I have already filed an *** complaint and will proceed with a chargeback dispute if this issue is not resolved. I expect a lawful and complete warranty resolution.

  • Initial Complaint

    Date:06/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    3-D printer purchased (A1) did not work properly. At their request I emailed them details to the support desk. I also mentioned that all the product had not been delivered. After multiple attempts they never responded. After reaching back out, I was provided instructions which detailed I needed to send pictures of the printer, original packaging and pictures of that, SKU and pictures of that. All which were emailed twice. Bambu said once they got the pictures they would send the return address. They also provided their return policy which was I only had 14-days to return. All of this occurred before the 14-days. After 1.5 weeks, I have not been provided a return address, nor have they delivered all the product that was ordered and paid for. After looking online via Reddit, there are many people with the same challenges of no response and are not able to get answers, which leads me to believe this is not an isolated problem. In summary, I have followed all instructions and have not received my order, after multiple communications. I have emails of all the transactions and their responses. It is extremely clear they are not operating in good faith and fraudulent.

  • Initial Complaint

    Date:06/25/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 5/20/25 I purchased 4 rolls of Filament for a total of $81.06. The order was shipped by ****** but on 5/22 I received a notice that it was delayed (5/21 it was received at the facility at ************) It remain delayed until 5/30 when it arrived in ************. It said it was to be arriving in *********** on 5/30 as well. After not receiving a delivery, I reached out to ****** on 6/2. They replied that they could not verify the location of the package and to contact Bambu Lab. On 6/4 I told Bambu that the package was not delivered and it could not be located. They open a Ticket to look into what happened. On 6/5 they acknowledged that was unable to locate and would be back with me. After that they were not updating me and when it became apparent that I wasn't hear from them, so on 6/13 asked for a refund. They would only reply that they could not at this time and apologize for the inconvenience. They did not offer a resolution to the problem. Not even that they would send a new shipment. During this time I had to order from another provider to restock what was missing and received it. At this point I feel I've been patience enough and just want a full refund of $81.06. Bambu make a good 3D printer but their customer service has much to be desired.

  • Initial Complaint

    Date:06/15/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Price gouging assholes! Raise prices because scared of tariffs, then realize it wasn't that bad and drop prices 2 weeks later. Completely unwilling to make this right for loyal customers. Had a very large order placed the day before this sale. They claim I was notified of the sale via email, I was not and they can't prove it because it didn't happen. I have another order that never showed up, it's been more than 2 weeks, they have my money, I do NOT have the order. They refuse to refund or re-send the order. Heading to the bank to dispute that charge first thing tomorrow.

  • Initial Complaint

    Date:06/08/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Order a product from their website and was provided the tracking information. The information clearly showed that the product was shipped from ** and then went in circles for weeks and then was returned to the ** warehouse. Asked for a refund and they refused and blamed it on the shipping carrier. Went back and forth for over a month and they would not check their own website information that showed the tracking information and confirmed that they still had the product. Requested refund several times and they just stopped responding. there is no way of calling and there is only a ticket system that they take 3-5 days to respond to each time

  • Initial Complaint

    Date:05/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Ive been asking for 2 return labels for the last 2 weeks. After asking for a return label I never got a response after the first email of them confirming if I want the return I said yes. That was over 2 weeks ago. Ive chatted over 6 times and every single time they tell me to wait 24 hours or wait a few days and Ive waited much longer than that. This business has disappointed me as I used to like them a lot but not after their customer service. I just want my return labels so I can get my refund!

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Device (AMS Lite) stopped functioning due to defect. Submitted tech ticket. Was given troubleshooting instructions which I performed and documented. The problem was not resolved and tech support stopped responding and ghosted. I have made attempts to request a response.

  • Initial Complaint

    Date:04/16/2025

    Type:Product Issues
    Status:
    Unanswered
    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 a Bambu P1S with the AMS 2 Pro box. Absolutely SERO COMMUNICATION was given that due to their inventory issues that the AMS 2 Pro and X/P series printers will be able to be used right away as the accessory kit that provides the necessary equipment WILL NOT SHIP if one piece of that kit (in this case the power adapter for the drying function that isnt available yet) is missing even if its a non-essential piece. Meaning TONS of customers got their new AMS 2 Pro and X/P series printers with absolutely no way to use either of them together. The necessary Hub or Buffer isnt available anywhere else EXCEPT Bambu themselves. The AMS 2 Pro was clearly designed for the H2D that they made backwards compatible with the X/P series printers but its done in a way that its just an afterthought. Whoever designed it this way is an absolute nut job of a designer. This is one of the reasons Bambu is currently getting lapped by their competition. I also ordered an AnyCubic Kobra S1 and that came in 2 weeks early and there were SEVERAL emails communicating this from AnyCubic, automated yes, but still something. Imagine getting your $1200 shipment from Bambu with NO WAY TO USE YOUR PRODUCTS. This is sloppy at best, the H2D MIGHT be a decent machine but the launch of it was handled so poorly and that AMS 2 Pro launch is even worse. Do better, design with all your printers in mind ESPECIALLY SINCE MOST OF THE PEOPLE THAT OWN YOUR PRINTERS ARE X OR P SERIES OWNERS..

Bambu Lab USA Inc. is NOT a BBB Accredited Business.

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