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:06/10/2024

  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 purchased a glowforge pro from Glowforge directly. I signed for machine on May 15th. On June 8, I began emailing their support team to inform them my brand new machine is broken only after 3 weeks from delivery . Customer support agrees it's broke. Nothing visibly wrong with it. Sounds like a faulty laser tube. Apparently, pretty common after spending hours researching these machines. Look at honest reviews about machines not their filtered web sight. There answer is to replace it with a refurbished machine. Unfortunately that's what everyone claimed they would do. I had faith that it's been less than thirty days ...that your company understands it's unacceptable to send me a refurbished model when I paid for brand new and it's not even been thirty days. Warranty on a refurbished is not even the same as a brand new machine. Customer support claims she spoke with a manager put me on hold and said that they WILL NOT send me a brand new one. I will only get a refurbished . What kind of customer service is this ??? Not only did I spend $5,347.92 on this machine plus a filter I havent received yet. But I also decided to go ahead and purchase their premium membership. How can this company think that a customer who spends this kind of money , and it breaks down in less than *********************************************************************** exchange ! Im not asking nothing that a consumer dosemt have the right to. Either a full refund so I can purchase with a company that stands behind their machines OR a comparable exchange. Meaning a brand new unit. Not one thst already has had repairs. Again my machine is only a few weeks old. I demand full refund or a brand new machine exchange.

  Business Response

  Date: 06/12/2024

  We have offered the customer a solution that aligns with our terms of service.

• Initial Complaint

  Date:05/24/2024

  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.

  On 12/15/23 I bought a Glowforge Aura and the air filter that can attach. I have had numerous issues with this laser engraver not burning correctly, constant misalignment issues. I have contacted the glowforge service twice, and both times their solution is for me to manually "fix" the issues myself (ie bending the wire to the laser to prevent it from snagging). My second time contacting Glowforge, I asked to return the laser and they will not issue me a refund or acknowledge that my machine is defective. This laser has only worked a handful of times, each time is sheer luck after multiple prints. The laser is virtually unusable because nothing prints correctly due to alignment or construction quality issues. I would also like to cancel my yearly subscription with them, and have the remainder of the year I have not used refunded.

  Customer Answer

  Date: 05/24/2024

  I have attached my correspondence with Glowforge here where they say they will not refund a defective item.

  Business Response

  Date: 06/14/2024

  We have offered the customer a solution that aligns with our terms of service.

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising 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 purchased a Glowforge Pro on March 12 directly from Glowforge. Almost immediately the laser arm kept derailing. I watched the support videos which advised its typically a foreign item causing the derailment. I followed all of the cleaning and inspection instructions even though the machine was clean and barely used. When the laser arm kept derailing I contacted support and after sending all of the requested information and pictures they determined there was a broken V wheel and after numerous emails back and forth they want to replace my unit with a refurbished unit. I feel this is unacceptable given the amount of money I paid for a new unit to be offered a refurb on a 2 month old barely used printer. Had I known that I would be paying almost $6K to end up with a used unit I definitely would not have purchased in the first place. Very unhappy customer.

  Business Response

  Date: 05/23/2024

  We have offered the customer a solution that aligns with our terms of service. We will continue to offer the customer support. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21744369
  
  I am rejecting this response because: I have responded to Glowforge advising them that I feel their solution of offering me a refurbished machine is unfair and they have still not responded to the message that I sent them stating I was unhappy with their offer of a refurbished machine. Since the machine is defective in workmanship and not broken from use I would like either a new replacement machine, a repair of my existing machine, or a refund with the return of my machine. For the amount of money I paid to purchase a new machine I feel these are the only fair options.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/29/2024

  I have reached a resolution with the company. I have paid the difference in cost to upgrade to a new model so this complaint can be closed.

  Thank you.

• Initial Complaint

  Date:05/15/2024

  Type:Customer Service 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 received an email that my glowforge was delivered which NEVER got delivered. I contacted the company and they told me that someone name ***** or ****** signed for it. I would like to know who's that person. For the last 2 weeks glowforge customer service been telling me that they will refund the money in 24 hours. Its been almost 2 weeks and I have them now over the phone to just let me know that I need to wait. Wait for what? for another lie? I dont want a replacement since im in the hospital and I dont know when I will be home.

  Customer Answer

  Date: 05/15/2024

  I would like to close this case, since Mr. ***** from ********* sent me an email apologizing and providing a full refund. Thank you for your hard work. 

  Customer Answer

  Date: 05/16/2024

  Greetings. I would like to close this case since Mr. ***** from Glowforge sent me an email with the resolution. the company refunded the money. Thank you for you understanding and hard work

  Business Response

  Date: 05/17/2024

  Glowforge has successfully completed the customer's request as agreed. Any refunds from payments made through a third-party processor will be issued directly to the customer by the payment processor. For any additional inquiries or detailed information concerning the refund, we have advised the customer to reach out to the third-party processor directly.

  Customer Answer

  Date: 05/17/2024

  Thats correct. I sent a message actually 2 messages asking to closed the case. Thank you for your help. 

• Initial Complaint

  Date:05/12/2024

  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.

  Glowforge failed to disclose in the **** marketing that customers who did not purchase the *************** at $50 monthly or $239 yearly would be unable to upload files over 100k. This is deceptive marketing. Had I known this before purchase, I wouldve gone with a different brand of laser cutter. Now, I am unable to use my machine at all because I cant upload my own designs as they are all over the 100k limit. Glowforfe is forcing **** owners to purchase *************** just to be able to use their cutters.

  Business Response

  Date: 05/14/2024

  We've provided solutions consistent with our Terms of Service, offering alternative options to utilize Glowforge effectively without a Premium Subscription. Our aim is to support all users with the wide range of features included in the Lifetime Print Access, while the Premium Subscription is available at an additional cost for those seeking advanced functionalities with.  
  

• Initial Complaint

  Date:05/06/2024

  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.

  Purchase a glowforge aurora on 4/23 and product is no performing to expectations. I have called glowforge on 5/06 to return the product and they have said I cna't returned based on their return policy.Based on the US law the return policy must be clearly visibly and their website does not show their return policy clearly visible the advertising of this product is miss leading as they are no specified or advertise as "Sold as is" as required by the law.New Jersey *************** Policy Laws New Jersey retailers must post their *************** Policy conspicuously.If one is not posted, then the retailer must allow returns, issue refunds or provide store credit for any merchandise submitted within 20 days of purchase.The policy must contain certain specific information such as whether refunds will be given for items without a proof of purchase, products returned after a particular period of time, and products sold "as is" or on sale. It must make it clear how refunds will be issued (cash, store credit, etc.).

  Business Response

  Date: 05/09/2024

  We have offered the customer a solution that aligns with our terms of service.
  
  

  Customer Answer

  Date: 05/10/2024

   

  Complaint: 21671942
  
  I am rejecting this response because:

   

  I have not received any offer from the business to resolve this matter. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/16/2024

  We have offered the customer a solution that aligns with our terms of service.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21671942
  
  I am rejecting this response because:

  The business has not send me any offer to find a solution to this case, they have not sent me any emails or communication related to my complaint. They have not offered anything so their response is false and I can't accept this as a solution.

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

  Business Response

  Date: 05/23/2024

  We have offered the customer a solution on 5/6/2024 that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty. We are happy to continue to work with the customer to resolve this matter with our terms of service and we will remain available to support them in the future.

• Initial Complaint

  Date:04/27/2024

  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.

  I've returned both the glowforge Aura and the air filtration system. They received both in unopened and unused condition. I was told by a representative they'd refund all of my money, minus $99. They'd also contact Affirm, as they are currently billing me $99 per month. I'm currently out of pocket $800. They have stopped their correspondence with me.

  Business Response

  Date: 05/09/2024

  Glowforge has processed the agreed-upon refund for the customer as promised. Including, all necessary steps to initiate this refund and have notified the third-party payment issuer involved in this transaction. It is important to note that once the refund process is initiated by Glowforge and handed over to the third-party payment administrator, the exact timing and execution of the refunds issuance falls outside of Glowforges direct control or visibility. This means that we are unable to provide a precise expectation date for when the refund will be reflected in the customers account. ********************** has not received any additional correspondence from this customer upon sharing the refund completion communication. 
  
  

  Customer Answer

  Date: 05/09/2024

   
  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:04/19/2024

  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.

  I purchased a Glowforge on 3/21/2024. I have had multiple issues from the machine not cutting correctly to not working at all. I have tried reaching out to Glowforge everything they have tried doesn't work. When I had first asked for a refund Glowforge insisted on keeping on trying to troubleshoot which was a waste of time nothing worked. I asked for a refund since the product is garbage and doesn't work as described. When I first asked for the refund they said they don't accept any returns on the machine that I ordered. Now Glowforge want me to pay shipping to return and a restocking fee of 30% "Which is used for them to fix the machine just to resell something that didn't work from day 1 there is information in the email that states this is the use for the restocking fee" on a machine that never worked as described. I feel like I have been scammed by a company that sells trash. I will returning the product at their expense for shipping and a full refund of what I initially paid for the machine. I have emailed them and can provide every e-mail I have sent on this issue. Glowforge still insists that I have to pay shipping and a restocking fee which I told them I will not be doing. I have told Glowforge by email to send me a return shipping label and I would get their garbage back to them. I feel like they don't care that they are scamming people out of money for trash that doesn't work and don't want to see this continue to happen to more people. I am requesting the help of the Better Business Bureau on getting this matter resolved. It seems like they are intentionally trying to keep the machine in my possession for 30 days so they don't have to do anything about it. I would simply like to return the machine at their expense and not pay a restocking fee for something that didn't work as described from day 1. I have tried to upload a copy of the e-mails to this compliant with the link but the file is larger than 5 mb I would be happy to upload this to an email

  Business Response

  Date: 05/10/2024

  We have offered the customer a solution that aligns with our terms of service.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21599595
  
  I am rejecting this response because: This is not a fair resolution to me as the customer. I am losing money to pay return shipping and restocking on something that didn't work right from day 1. The restocking fee is out of the question as well why should I pay restocking on junk. The only resolution I will accept is a full refund with glow forge being responsible for paying the shipping to return the defective item as well. I should not be responsible for paying them any dime for this product they are simply scamming me out of my hard earned money to pay to fix their garbage. Not to mention how many times I've been bounced from agent to agent arguing about this matter. I have every e-mail saved but it's too big of a file to attach otherwise I would. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2024

  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.

  We purchased the Glowforge on February 19, 2024. With them stating estimated date of shipment being March 11, 2024. I contact Glowforge on March 19, asking for status of purchase since no updated information has sent to date. They told me it would be shipped out shortly. Finally on April 5th we received the item. But lacking items needed to use the product. It was missing extra boxes needed. No power cord was supplied and still to date no information on when our air filter will be sent.

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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 Aura on January 8, 2024 through Michaels. Glowforge was offering a $200 rebate to the store you purchased the machine if you traded in another machine. I purchased the machine. I filed for the rebate immediately with information review. The trade in was complete on 2/12/2024. The reward sent on 3/12/2024. The advertisement that I saw offered a $200 rebate to the store where the machine was purchased; however, by the time the reward the reward was then changed to a glowforge gift card. When the email reward arrived, the email stated it was a **** gift card, which can be used anywhere (attached); however, when you click to open the reward it's a $200 glowforge gift card which severely limits the options you have to use the card to only their products. I contacted Glowforge immediately on March 13 stating how upset I was that it only only two took months from the time I sent the machine to get a gift card, but I felt that the whole promotion was a bait and switch. other crafters online had a similar response as we had seen the same advertisement promoting a card to the store we purchased the machine at only to be swapped for a glowforge card. I had a communication they were "investigating" the email on March 14. Then no further communication despite emailing the customer service numerous times asking for an update. it's been 21 days sine I initially sent a request to the company and two weeks since I've had any communication from them. The only resolution that I'm asking for is a $200 **** gift card which is what was sent in the email. Unfortunately I don't have a copy of the original advertisement showing ******** as the gift card rebate; however, the whole promotion feels like it was mismanaged and misrepresented right down to the email reward given.