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:01/27/2025

  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 received the Glowforge as a gift. Out of the box, it had issues and I wanted to exchange it, but they told me it could not be returned once opened, even though there was no way to test the device without opening the box. The device consistently misprints and has ruined somewhere between $60-$100 of print medium due to the issues. I have been on an endless string of back and forth with their customer service, but every time they tell me this is the last test, I'm sent a few days later another thing to try I had already done. The item was defective on arrival and not fit to purpose, and I'd like my money back on the defective unit. I've uploaded an example of the results off the printer.

  Business Response

  Date: 01/28/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  Date of purchase was Dec. 25, 2023 and I paid $1544.79 for a Glowforge Aura and personal filter. I had had the machine for less than a year and it was continuously messing up so I contacted support several times and after a few weeks they got back to me. I followed their instructions, sent them pictures and it's just been back and forth dragging out past a month now. They did think the problem was the laser head and they agreed to mail me a free one but it did not help and I'm having the same problems. I want to return this machine for a refund or partial refund as I paid a lot for it and should get good use out of it past a years time. I have wasted so much material and the machine is not worth having. Plus, I'm not the only person that is having problems.

  Business Response

  Date: 01/20/2025

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

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22834637
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/06/2025

  Type:Product 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.

  We bought a Glowforge Aura on 12/27/2024. We purchased the machine online at their website.We received it and put it together yesterday. I want to emphasize here that nobody told us if we opened or ran the machine that we could not get a refund. After putting it together with the filter we purchased, I did 4 very small jobs that were about a minute and a half each. The smell was so bad in our room that I got sick and had to leave. Today we called to return their product and they tried to claim that their terms and conditions stated there was no return after trying their product. They would only refund our money for the filter. Which, again does us no good when even the machine with the filter makes me sick. Again, these terms were never presented to us in any way before this. We spent $1313.78, on their product and we would like to return it with a full refund. If not, we will have the machine ran while testing the air in the room to prove that whatever the filter is missing is not okay for humans to be breathing.

  Business Response

  Date: 01/17/2025

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

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22774713
  
  I am rejecting this response because:

  That is a lie.  They have not contacted us, or anything since denying our refund.  Either they can accept our refund through the BBB or we will have to bring this to court.  Including this lie they sent you saying they're working with us.  There is no evidence to show because they haven't contacted us.

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

  Business Response

  Date: 01/29/2025

  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: 01/29/2025

   
  Complaint: 22774713

  Alright.  Well, this case been brought to the FTC.  Also, we are donating the machine to a college doing studies on emissions.  

  Play fun games, win fun prizes.  They also already have a filter so they will be putting out all evidence of all harmful chemicals that your filter doesn't stop.

  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 01/29/2025

  The company contacted me and offered a far refund and provided all details and shipping label. 
  All issues have been resolved. 
  

  
  

• Initial Complaint

  Date:12/23/2024

  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 am filing a complaint against Glowforge for their defective product and poor customer service, which have caused significant harm to my small business.I purchased a Glowforge on April 19, 2024, for $1,864, but the unit became defective, rendering it almost unusable. I opened a claim on November 15, 2024, and complied with all Glowforges requests, including providing photos of the unit packed for return. However, they refuse to ship a replacement until they receive the defective unit, despite my proof of return readiness. This policy has caused delays and disrupted my business during the critical holiday season.Glowforge also failed to follow through on promised communication. On Thursday Dec 19th, I was told my email with photos would be reviewed promptly and a shipping label sent. No follow-up occurred on Friday, leaving me waiting through the weekend.Additionally, the defective unit ruined expensive Proofgrade materials I purchased, for which I have requested compensation but received no response. These delays and Glowforges refusal to prioritize my case have caused financial and reputational harm to my business.Desired Resolution:1. Immediate shipment of a replacement unit without waiting for the return of the defective one.2. Compensation for ruined Proofgrade materials.I hope the BBB can assist in resolving this matter promptly. Thank you.

  Business Response

  Date: 12/24/2024

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

  Customer Answer

  Date: 12/27/2024

   
  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:12/19/2024

  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.

  We are reaching out to formally address ongoing issues with our Glowforge machine, which we have owned for several years since 2022. Unfortunately I do not have enough room in this text box to include all the information needed, so I am attaching a document with all information instead. Thank you

  Business Response

  Date: 12/19/2024

  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: 12/19/2024

   
  Complaint: 22709230
  
  I am rejecting this response because:

  Glowforge has done nothing to correct any of the problems. 
  

  We purchased a new machine at full price, expecting a fully functional product. Instead, we received a defective unit, which was returned and replaced with a refurbished machine. This replacement immediately reduced the value of what we paid for by over 66%, which is unacceptable.
  Had the refurbished machine worked flawlessly, we might not be as dissatisfied. However, it has consistently failed to function properly, particularly with alignment issues and catching materials on fire, rendering it unsuitable as a replacement. The fact remains that we paid $6,000 for a new machine and never actually received one.
  At this point, we feel that we have been unfairly treated. Receiving a refurbished machine that does not function well after paying full price for a new product feels like a significant misstep, and we are disappointed with Glowforges apparent unwillingness to resolve the issue appropriately by telling us to go and pay to have it fixed by another company or pay 60% of a purchase price for a new product. This is not even trying to resolve anything but just putting the problem of their product back onto us without truly addressing any of our concerns.

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

  Business Response

  Date: 01/08/2025

  We apologize that the customer is dissatisfied with the offer. However, we have provided a solution that complies with our terms of service and have explained that this solution is consistent with our warranty terms. We remain here to ready to assist with the options that have been provided.  
  
  
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22709230

  
  To Whom It May Concern,
  
  
  I am writing in response to Glowforges letter regarding my complaint about their faulty product. Unfortunately, their proposed resolutionoffering me the option to either purchase a new machine at a discount or pay to repair the defective unitis unacceptable. Glowforge has failed to address their responsibility to resolve the issues caused by their product in a fair and ethical manner.
  
  
  The machine in question is defective, as it poses a serious safety hazard by catching materials on fire during normal operation. This is not a result of misuse or normal wear and tear but a fundamental issue with the product itself. Glowforges refusal to repair the defective unit at their expense, or replace it outright, shifts the burden onto the customer to resolve a problem that was entirely beyond their control.
  
  
  By offering discounted replacement options rather than addressing the defect, Glowforge is neglecting their responsibility to ensure their products are safe and functional as advertised. This is not an appropriate resolution for a product that presents a significant safety risk.
  
  
  I respectfully request that the BBB hold Glowforge accountable for fulfilling their obligations as a manufacturer. Specifically, I am seeking:
  1.A full repair of my defective machine at no additional cost to me.
  2.Alternatively, a free replacement machine of equal or better quality.
  
  
  I trust that the BBB will recognize the importance of ensuring companies like Glowforge honor their commitments to quality and customer safety. Thank you for your time and attention to this matter.
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/03/2024

  Type:Customer Service 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 purchased a glowforge laser printer from ******** along with the air filter. Total cost *******. Machine does not work sent multiple pictures and several phone calls asking for a refund. Micheals will not refund. Glowforge will not refund. I fell like I saved and saved and my money is just gone. This is not a good company. After reading other reviews all Im now seeing is many other people having the same problems

  Business Response

  Date: 12/04/2024

  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.

• Initial Complaint

  Date:11/27/2024

  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 messaged the glowforge team about my glowforge plus not cutting on 11/20 after working through all the troubleshooting tips they deemed my machine needing to be replaced. I have emailed and called several times with no update about when my replacement glowforge would ship. Each time getting the run around of they will let me know when it ships. I am now going to have to close my business due to their inability to hold up their replacement. I have already sent my machine back to them.

  Business Response

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/19/2024

  Type:Order 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.

  My wife and I purchased a Glowforge to help with her small business. From day one, it was defective. We reached out to customer service. It took them over a month to respond the first time. They sent troubleshooting information. We did all they asked and sent the information. Then a month later they responded to that. Eventually, after weeks of communication, they agreed to send us a replacement. The replacement was also defective. We told them this. Two months later they send the same generic troubleshooting email. We are done messing with it. **************** is non-existent, and the product is defective. We just want to return this thing and get our money back.

  Business Response

  Date: 11/21/2024

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

• Initial Complaint

  Date:10/31/2024

  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 Glowforge Aura machine in May 2024.. Machine was working good until October 2024. Started to not work properly then finally stopped working. I have contacted Glowforge since they do have a 12 month warranty for a replacement of the product. I been trying to resolve this issue for just about a week with the company finally not responding to any emails and not providing any information. I have provided all information and photos like they asked. at this point i do not want a replacement i would rather have my money back since they have no customer service and do not honor the warranty that they say they have

  Business Response

  Date: 11/04/2024

  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.

• Initial Complaint

  Date:10/25/2024

  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 11/18/2023 from Best Buy, the Glowforge Aura is an awful machine. The return policy associated with this merchandise is ridiculous. It was only able to be returned unopened. The item has immediate issues when trying to create repeatable results. I created a template cut out to place circular discs and the same template to ensure the alignment was correct. Regardless of the placement, made consistent by creating template pieces so the workpiece is in the same position in the machine, the results are unable to be duplicated reliably. After being informed through FAQ and online forums that the alignment issues can be corrected by adjusting the machine or cleaning, only to find out that the air filter I spent $500 on doesn't draw air properly, causing the machine to retain the debris and smoke from the current project. This leads to excessive issues that the users themselves are held responsible for, as Glowforge refuses to make reasonable accommodations for people who are unhappy with the quality of the merchandise they've purchased. People online say to purchase an aftermarket inline fan for better air flow. While that sounds like a solution, why is it incumbent upon the purchaser to correct inherent problems caused by what may be faulty design or shoddy workmanship?I became so frustrated with my machine that I haven't used it in MONTHS. I'd love to get a refund so I can find a better built machine from a company that knows how to satisfy their customers. 2 months ago I was contacted regarding a "pilot upgrade program." This communication leads to the company wishing to exchange your machine for a higher powered model and you pay the difference. While this may sound nice, the difference in price can be 3 times as much as both the Glowforge Aura and the filter combined. I don't wish to entertain this company by giving them even MORE money, quite the opposite. I want to get this thing out of my very limited crafting space and get my money back.

  Business Response

  Date: 10/30/2024

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