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:04/01/2024

  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.

  -December 2022, I purchased a brand new Glowforge Pro. In approximately 70 hours of use, the machine broke and I was told to return it for a refurbished model. I did this in November, I believe. -Several months later, and 120 hours of use later, the refurbished Glowforge Pro broke, I was advised to return for a refurbished model, but I had to pay about $1800 (with shipping) to get it. I did.-About four months later and 80 hours of use (I write down EVERY single job I do so I know how many hours each machine had on them), the refurbished Glowforge Pro broke. They diagnosed it as a printer head issue and I purchased a REFURBISHED printer head (because they had no new ones) for about $550. It did not solve the issue so I returned the printer head for a refund. This left me with no working Glowforge so I sold it for parts to a local man on 10/20/23.-I had paid for a 18 months worth of access to my Glowforge files (a subscription), using their proprietary software. I asked for a pro-rated refund, as I no longer had the machine. I was DENIED.-for a few weeks I will had access to my files, so I was at least able to use it.-I tried to sign in the other day and noticed I no longer have access to my files. It took several emails back and forth but today, April 1,2024, they inform me that I cannot access the subscription that I paid for unless I have a Glowforge machine. This was never told to me until now and of course I don't have a machine, because THREE of their machines broke in about 1.5 years of use. That is absolutely unacceptable as it is and that is a whole other issue I will complain about next, but firstly I either need a refund of the subscription to my files, or I need access to them. I PAID FOR THIS PROGRAM!

• Initial Complaint

  Date:03/06/2024

  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.

  I bought a glowforge from the manufacturer on 2/7/2024. When I got the Glowforge and set it up it did not work. I had to wait three days to talk to support because they do not have weekend support hours. I got a person and he tried to help me with the machine as it would not laser anything. He told me the machine was broken and there was nothing to be done. He. told me he would send my information over to customer service so they can send me out a new machine. I waited 4 to 5 days and never heard anything. I called back a week later to see and another guy told me that they were busy and no one had picked up my case yet. It has been a month and nothing. I was reading a chat for glowforgers and one guy said he bought two machines and they broke and Glowforge sent him refurbished machine to replace his new ones. Immediately I went and cancelled my order as I had never used the machine one time and for 6700 I was not going to take a refurbished one. Still nothing from glowforge. I tried calling several times and the answsering machine says "Sorry, we have no one to service you right now" and hangs up. I am needing help with this issue.

• Initial Complaint

  Date:03/05/2024

  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.

  i bought a glowforge like about two years ago and it came to me via *** and it was already broken. it has warm that moves back and forth to burn images or cut wood or whatever material u want and when it goes the arm comes off the track and goes crooked. i have talked with glowforge by email several times with no results. they just keep asking me the same stuff in the emails. i just want to be able to use my machine that i paid 3300 dollars for.

• Initial Complaint

  Date:03/04/2024

  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.

  I paid 5000+ on there printer. Ive went through several of there printers. They will not run from the go they dont cut all the way through the wood. This last one just wont turn on any longer. When you purchase from them and they dont work out of the box they only will send you a refubished products. wontThey refuse to send you a new product that you purchased. I would have bought refurbished for half the cost if i wanted that. They are making me take a refurbished product or buying time to run me out of warranty. they are rude and disrepectful. They will make you wait days to weeks before responding to you.

• Initial Complaint

  Date:02/13/2024

  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.

  I purchased my initial machine in July of 2021 for approximately $4500. The machine lasted until May of 2023 before it stopped working. As Glowforge only offers a 1 year warranty, I was told I could send it in for repairs (which would cost $1600) or receive a refurbished machine for the same price. I use the machine for my business so I opted for the refurbished machine so that I could continue to fulfill my orders. I had to finance the $1600 for the replacement, in addition to continuing to pay back the initial $6000 loan. Less than 9 months after receiving the refurbished machine, it too has stopped working and I am facing the same scenario: finance another $1600 to have it repaired while still paying on the previous loan. I have talked to several other Glowforge customers who say that they have faced the same scenario multiple times (one 5 times in 3 years, and another 4 in 4 years), and the machines seem to only last, on average, about a year before they need to be replaced. This is absolutely a lemon, in my opinion (if not a "money pit"), I would like to be refunded for the second, refurbished machine, and they can keep it. I have no interest in doing any further business with them, and will be looking at other options. In general, I think the public needs to be aware that this is an ongoing problem and warned before making such a substantial investment. I know I am unlikely to every see a dime from them, but at least the information needs to be known.

• Initial Complaint

  Date:02/08/2024

  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.

  I purchased the Glowforge Aura in Dec 2023 along with the personal filter system. The only reason I decided to finally purchase the unit was because the filter was to alleviate the need to vent the unit outside. I live in a condo and do not have the ability to vent outside. The filter works improperly and the smell that comes out of the unit is so strong it makes you sick. The unit itself does not work properly either. It works ok one time and then messes up the next time. I have emailed back and forth with the company for 2 mos and they just continue to ask for more pics or videos, tell me it needs cleaned after 10hrs but it has been used less than 2hrs.

• Initial Complaint

  Date:01/22/2024

  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.

  purchases on 11/23 didn't open the box until 12/23 the machine has not worked properly since putting it together. it wont calibrate it wont work it keeps getting stuck on one part , i have to keep installing and uninstalling the software , I've been using glow forge grade materials and it still doesn't look good . I've spent too much money on this slow machine to not work properly . you cant get customer service this whole company stinks and this was the worst purchase ive ever made

• Initial Complaint

  Date:12/07/2023

  Type:Delivery 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 ordered a glowforge aura from this company. The item was lost in transit. We have attempted to contact customer service repeatedly and have received zero response via phone or by opening a ticket. The one time we got ahold of someone on ******** they directed us to the website wherrr we already weren't getting a response. We are out the money and the product and this company has done absolutely NOTHING to rectify the situation.

• Initial Complaint

  Date:11/25/2023

  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.

  Glowforge sent us a new Glowforge Aura. Seal on the box is meant to discourage refunds. We follow the instructions to the letter to set this thing up, we get an error instantly. The product is unusable and brand new. Furthermore glowforge tries to charge 250 dollars for a new shipping box and a 35 percent restocking fee to return their product that has never worked. These business practices need to be investigated. They are shipping damaged or broken products, you cannot even check to see if they are damaged or broken without removing the seal that forfeits your refund in some part. And they charge insane amounts for a box and restock. These practices are designed to separate the customer from their money. We would like a response from the business. We would like a full refund, as the company never even allowed us to check without "forfeiting our refund" this was not something that was advertised in the original shipping documentation. We would ultimately like whoever the regulating agency is to investigate Glowforge's practices.

• Initial Complaint

  Date:10/23/2023

  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 Aura and filter from Glowforge on HSN on September 9, 2023. They were advertising this new machine built for crafters. I did research online and they stated they had an absolutely free to use app and that I could cut wood up to 1/4 inch. They stated that it would cut hundreds of different materials. Soon after receiving this product and using it I started having problems. I had joined several ******** groups for help. Everyone was having problems with this new machine. I tried working with them to solve my issues but they seem to have developed the attitude that it is the material I am using. Which they said it would cut. They keep trying to say its the material and not the machine. CNET reviewed the machine, I found out later, and Glowforge had to send them 3 machines before they got one that worked. Glowforge was aware of the problems with their machine and their air filter and went to market with it anyway. There are lots of people trying to get their money back and Glowforge has a no refund policy and are sending out replacement machines. Sometimes two or three to the same customer. They have not offered to send me a replacement just keeps saying Im not using their materials, which is not stated in their 12 month warranty. They also advertise an absolutely free app that you have to use to run the machine. You cannot use the app until you get your machine and then they hit you with the fact that you cannot upload designs to the app over 100 kb unless you pay ***** a month. That is not free. They have adds running now for the Aura showing acrylic of all colors that can be cut by this machine when in fact it cannot cut many of the colors they show in the add. When you are using the machine and something goes wrong it sends you a message of how to fix it and it shows their other machines and not the one you bought, which is totally different kind of laser.