Complaints

This profile includes complaints for Glowforge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glowforge

  Seattle, WA 98134

• 

  Glowforge

  2944 1st Ave. South, , 98134, Seattle, WA 98134

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:10/23/2025

  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 bought the glowforge aura from them.. I am on machine 2 in less than a year.. I have not been able to use either machine for the purpose it was bought for due to neither machine properly working.. the 1st machine it took me months to get them to exchange the machine.. the 2nd machine has not worked since I have had it.. I have been trying to reach out to them for 2 weeks now and no one responds.. I call and no one answers, I leave a vm and no one ever returns my phone call.. I don't know what else to do..

• Initial Complaint

  Date:10/07/2025

  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.

  My unit is defective and the company is refusing to uphold the warranty. They are making claim that I purchased this in November of 2024 but it was purchased in January of 2024, they are attempting to run out the warranty. Their site states that normal wear and tear is not covered but I've maintained all cleaning, the back wall of the unit cracked and the fan just completely stopped working. As well as the ribbon looks as though it's being burned due to fan issues. These are manufacturer issues due to faulty issues with the device. Many other users are seeing issues as I am. The glowforge Aura barely makes it 9 months before breaking. I've made several attempts to call and the person on the phone always just does circles on the phone "of course we are going to help you" but never actually does. One rep agreed with me stating that the unit was defective by saying "let me place you on hold and discuss with our team about this defective unit". All they've done is state that it can't be repaired over the phone and offered me upgrades by me paying more money but that they'd give me credits for the one I've turned in. This falls under ********-**** Warranty Act.

• Initial Complaint

  Date:09/24/2025

  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.

  The Better Business Bureau,Please see the below (and attached Word doc.) communication I have had with Glowforge requesting customer support since September 15th and No one has addressed this issue. I have provided all of the information requested thus far and still have not heard back from anyone with regards to Helping me fix this machine. There are no error messages being displayed ... the camera does not appear to be detecting the uploaded image, therefore, once I click on the button to begin engraving/cutting, it halts and presents a message stating print job stopped. You will clearly see what I am referring to in multiple Word doc. (attached).If the company cannot assist with resolving this issue, I would like a full refund.Thanks, ***** On Fri, Sep 19, 2025 at 4:11 PM, ************************** wrote: Your email address: ************************ Product Type: Glowforge Aura Subject: Glowforge inoperable - 4th request (NO response from ***************** Issue Description: After clicking on button, it does not move from the left-hand corner, although, if I place camera in the center of the screen, then start the machine, it moves over to the top left-hand corner. I receive no error messages on screen or machine. It is Really shocking that my requests are being overlooked, did everyone in Support get laid off? :-(On Sat, Sep 20, 2025 at 11:02 AM, Glowforge ************************************ wrote: Hi *****,Thank you for reaching out again, and I sincerely apologize for the delay in response and the frustration this has caused we understand how important it is to get your machine back up and running, and I truly appreciate your patience.Ive reviewed your message and based on your description, it sounds like the printer head is not moving as expected during startup, and you're not seeing any error messages. That behavior typically relates to a calibration or alignment issue, possibly involving the lid camera or a sensor.

• Initial Complaint

  Date:09/15/2025

  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.

  Purchased a Glowforge Aura in April 2024 - just a year and a half ago. In that time I've struggled with it on many things, but quickly found it was non-returnable. Recently, when trying to set it up for a new project I notice the laser ribbon cable had somehow gotten bent, the laser no longer worked at all because the connection was bad. I contacted their service and followed all the directions and sent photos as requested. After several back and forth emails they infomed me they could not offer help to fix the problem but I could order a new Glowforge at a discount. All I need is the new cable, but they refuse to sell me one to repair the device. I am not able to get a cable elsewhere - so they have a monopoly on the parts. This should be illegal and it'd definately unethical. All I want is to replace the necessary part to repair the machine I have.

• Initial Complaint

  Date:09/10/2025

  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 Glowforge back in May of 2024. I had planned to use it to grow my art business. Since I have owned it the laser that is suppose to cut material does not work. I have over the last year sent in and received two faulty units. I sent in my original unit earlier this year because the laser was no longer working, I had found this out after very minimal use of the machine, but when I decided to use it for the first time, after a few months of no use, the laser was not firing. They sent a refurbished unit to me 6 to 8 weeks later. When I received that unit it worked for one round and then again the laser no longer worked again sent this unit in and was sent another replacement now I am on my third faulty glow forge unit and I am out about $7000, between the cost of the unit and materials I have ordered for creating product. I have tried to chat with them, and I have asked numerous times to speak to someone higher than customer service such as a manager to no avail. They continue to send me units that do not work or that continuously fail after a few uses. As a small business, this is hurting my means to make an income and each time I try to get a replacement it takes at least 2 to 3 months and then I have to start all over again. I am looking to return this refurbished unit and receive a refund for the original glow forge, as I don't believe this product will ever arrive and be capable of doing what glow forge promises since the laser can't even cut through a piece of paper let alone turn on.

• Initial Complaint

  Date:08/18/2025

  Type:Sales and Advertising 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.

  This business is insulting the intelligence of others. And they are refurbishing used equipment, not marking it as such and selling the machines for full price.I have had 2 out of 3 machines so far and the first 2 have been filthy and seen signs of refurbishing. With no tell tale marker or sticker stating it has been "fixed"

  Business Response

  Date: 08/18/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.

  Customer Answer

  Date: 08/18/2025

   
  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,
  
  ******* Seats

  Customer Answer

  Date: 08/29/2025

  I have given them a chance one too many times. The product is now sitting in my home not being used. I have never been so insulted by the company for blaming me for the product breaking down. I requested a refund several times before and they have always refused. I am done. This machine will never be used again. I am notmw DEMANDING a refund in full with no restock fee.
  

  
  

  Refund

  Business Response

  Date: 08/29/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23761269
  
  I am rejecting this response because: I have been lied to, blamed for their problems and belittled by their associates. All because they can't do their jobs. I will accept nothing but a full refund with no restock fee. This has already been brought to social media and will ****** a lot of attention.
  
  Sincerely,
  
  ******* Seats

• Initial Complaint

  Date:07/24/2025

  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.

  I am filing a complaint against Glowforge, **** regarding the Glowforge Aura machine I purchased on July 6, 2025, in the amount of $1,096.40. Since receiving it, *** experienced numerous issues that make it unusable for its intended purpose.The machine frequently shifts while printing, causing misalignment and damaging materials. It also goes offline during or immediately after a print, making it unreliable. Glowforge claims the Aura can cut, engrave, and score a wide range of materials, but when you contact support for help, they refuse assistance unless youre using their Proofgrade materials. Even when using Proofgrade, the same problems persist, as shown in the photos **************** is only available via email, and they provide generic responses, mainly telling customers to keep the machine clean. I clean the machine dailywiping the rails with 91% ********* alcohol, cleaning the crumb tray every night, and maintaining the interioryet the issues remain. Theres been no real troubleshooting or effort to resolve the problems.Glowforge only provides real-time support to customers who purchase machines costing $4,000 or more. **** customers like myself, ***** still invested over $1,000, are left with minimal help and repeated canned replies. While theyve issued small gift certificates in response, that does nothing to fix the core issues. I essentially have a $1,000 paperweight.These problems are widely known in the Glowforge community, yet the company has not made any meaningful changes or offered effective solutions. I have photos, screenshots, and documentation to support my claims and have attached them to this complaint. I am requesting a full refund or a properly functioning replacement unit.

  Business Response

  Date: 07/25/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

• Initial Complaint

  Date:07/18/2025

  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.

  This has been my 7th Glowforge Pro replacement since I purchased my first one after saving up for 4 years. Every time i had an issue the company would promptly send me a replacement unit. At one point I even asked for a refurbished unit hoping the bugs would be worked out of it to no avail. This went on for two years. It was disappointing waiting for a replacement but still the company was fantastic with getting me a new unit. Then my warranty ran out. That when everything changed. I am basically on my own with a broken unit that won't even power up. They informed me about a company that can fix most issues, however I'm responsible for shipping to and from and paying for the service...........im am not the only person in this situation and was wondering if there was a recall on the pro model. I've been without a working unit for several months. The machine was $8,000.00, not to mention $50 per month to run the glowforge program for the unit to work. I want to tell the public not to waste their money with this company...........it is nearly impossible to have a unit last longer than 2 and a half years without major issues. Im an older person and I have taken very good care of my unit.......all according to recommendations from the company's support team. They told me if they come up with a fix for my machine not even powering up that they will let me know. It's been months........nothing

  Business Response

  Date: 07/21/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

• Initial Complaint

  Date:06/23/2025

  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.

  I originally reached out to Glowforge on May 12th, 2025. After a month and a half of back and forth to get them to honor sending me a refurbished unit under my extended warranty, they finally sent me one. I opened the refurbished unit and I could immediately see rust on the outer metal framing. I decided to unbox to see the full extent of the rust and corrosion damage. The entire of the inside of the machine is also completely rusted and corroded and is in much worse condition than my original unit. A customer service person, *****, even acknowledged to me that it doesnt not meet their quality standards, and then told me to just continue setting up the laser? Its unacceptable to acknowledge that it doesnt meet their quality standards, but still insist I keep it. I refuse to accept a refurb unit thats in worse condition than my original. My unit is cleaned daily after use. It did not have rust or corrosion.I would like a replacement refurb sent to me that does actually meet Glowforges quality standards.

  Business Response

  Date: 06/23/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23507834
  
  I am rejecting this response because:
  I received notice that the replacement has shipped, however I have not received the replacement machine yet. I will update my response once I have received it.

  
  Sincerely,
  
  ****** Candy

  Business Response

  Date: 07/03/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  ****** Candy

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair 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 have a glow forge pro it is a 6000-dollar machine. My machine is broken, and they will not sell me the parts I need to fix it. All they do is send email after email telling me to restart my Glow forge, I followed all their steps and restarted it 1000 times. my machine is broken but all i need is two parts to fix it and the refuse to sell it to me. All they do is offer me 1000 dollars off a new machine. They are crazy I am not giving them another *****. My machine is broken and there are laws for people to be able to repair their own machine.Right to repair law. I need two parts to fix it the daughter assembly board and the white ribbon cable that connects the daughter assembly board to the laser head

  Business Response

  Date: 06/03/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23409191
  
  I am rejecting this response because:

   

  they have done nothing to fix my machine .  A 6000 dollar machine that I know how to fix.  They refuse to sell me parts which violates right to repair laws in this country.  Please buy your laser from another company   
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/10/2025

  We have offered the customer a solution that aligns with our terms of service, and we remain available to support should they choose to move forward with the options provided.
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23409191
  
  I am rejecting this response because: there solution was that they can help but they will not.  I ask them to sell me two parts to a 6000 Glowforge and they said no.  They make the Glowforge  and they make the parts and they refused to sell them to me.  Their are right to repair laws in this country that they are not following and that's why I reject there offer because there was no offer except gonna new machine that's not a offer.
  
  Sincerely,
  
  ******* ******