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:08/20/2023

  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.

  So I purchased my first machine about two years ago, and everything was working well for about a year. At about the year point my machine started having issues with the connection to the printer head. I called support, and the conclusion was that it was unfixable, and needed to be sent in for repair. In my experience they essentially exchanged my machine for $1500 for a piece of cable that probably cost them $50-$100 in comparison to other replacement parts they do sell. So I got my second machine a few days later, and was having no issues with it for about a year. So recently it starts having the same issue again, and it's the same resolution from their support team. It almost seems like some parts are intentionally not replaceable, only be worn and torn by normal usage than your forced to get another repair only to be left in a vicious cycle. I have attached the two email threads from the two separate occasions on the same issue.

• Initial Complaint

  Date:07/31/2023

  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.

  We purchased a Glowforge in February of 2021. Within the past 8 months, the glass lid came off the hinges and we had to replace it with an after market lid hinge that was by far a superior product than what the company offers. This is a common known problem with Glowforge. Now the power supply quit working and the machine is useless. Another known problem is the wire to the laser tube which ***** up and renders the machine useless. Glowforge does not offer parts to repair the product. The company offers to sell you a refurb machine at a reduced price. We paid $6500 for this machine that only worked for two years. In looking at class action lawsuits, we discovered that the terms of the purchase is the waiver of any class action lawsuits or lawsuit. It is a travesty that a company can operate and steal honest people's money with known issues that results in an choice of paying for a refurb for $1200 or throwing the machine away. In my opinion, this tells us that the machine is only worth $1200 which means there is an inflated price of $5300. BUYER BEWARE! DO NOT BUY THIS PRODUCT!

• Initial Complaint

  Date:06/16/2023

  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 have owned Glowforge Pro laser machine for just over 1 yr. In the last 10 days it stopped working. I contacted the company. We exchanged information during that time including photos. For my crafts, I use acceptable type wood ( Baltic birch). Today the concluded I used incorrect material & voided the warranty. They offered no proof. This machine cost me over $6,500. They need to show me whatever proof they have in which they came to that conclusion. Please help.

• Initial Complaint

  Date:05/15/2023

  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 Pro during the pandemic, I was impressed with what it could do and the ease of use. I also purchased the filter system for an additional $1K, because we live in an apartment. The filter system took an additional 5 months before it arrived, and we were eager to use it. We have now used the entire set up for just over 20 hours and the air filter system has completely died. Absolutely no power going to it. We swapped fuses, nothing. checked and re-checked the outlet, nothing. Everything Glowforge asked of me, I did. Still no power at all. The response I got, was to spend an additional $600+ to get a different one.

• Initial Complaint

  Date:04/15/2023

  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 bought a Glowforge Pro 2021 - received it 4/2021, Worked great. Bought a 3 year extended warranty which was added to the arrival date of my printer. I had my laser head replaced under the extended warranty, no issues. Last month, I had to email support because it was spotty at cutting and having issues. They said I needed a replacement. Sent it to me no problem. I set it and the right side of the laser arm derailed multiple times. I emailed support, did photos and tests, needed to go back. Sent me a 2nd replacement. I should have refused this one. The box from *** was completely destroyed. Got it home, looked ok, connected it - this one didnt cut, was burning all the material, and it was giving me a yellow button which is communication issue. Support tells me it needs to go back! 3rd one comes this past Thursday - I set it up today, stops cutting after 2-3 minutes. Just sits there. No error. No button color. After the second one, I asked for a phone call, i was refused. They did send me wood b/c I wasted so much. I want a brand new machine. i live on an island & have to go off to get these and return them on a ferry $65 each time. I have orders and losing business. They say the replacements are the same standards as new. I want a quality machine and I have 2 years left on my maintenance plan. Im not taking another used replacement at this point. I want a brand new one.

• Initial Complaint

  Date:04/15/2023

  Type:Order 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 plus and took delivery in October 2021 for $5000. The machine wouldnt cut on the right side. Glowforge immediately replaced the machine with a refurbished unit. I thought I was getting a new unit. Then after the 1 year warranty expired, the exhaust fan broke apart. I followed the recommended cleaning process. One fan blade completely came off and thankfully didnt damage the tube. I use the machine on weekends and certainly not full time. Glowforge said I could not purchase a replacement fan and instead would have to send the machine back and purchase another refurbished machine for $1500 plus shipping. I love the ease of use of the software and how easy it is from a plug and play perspective. However, I didnt realize this was a $5000 investment for one year of use.

• Initial Complaint

  Date:04/14/2023

  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.

  Bought the Glowforge and was excited to make back my money. After using it less than 3 months it broke . Each time it happen 6 to be exact they sent a refurbished one. It lasted each one a little more than the last. No new renewed warranty and now after #6 I am completely left with a half working machine. It will work and stop so we can hardly use it . Id like a brand new machine to start over. Or a refund to find a reputable company. Attached you will find so many emails with one replacement after the other. My MAIN problem is it shouldve been a new one not refurb each time and we may couldve gotten a few good months out of it .

• Initial Complaint

  Date:03/29/2023

  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 pro in June 2021 and it suddenly stopped focusing during the calibration when you turn on the machine. I emailed support and with extremely limited help I was advised I would have to spend $556 USD + shipping, customs, taxes, etc to buy a new printer head. I have read through the Glowforge complaints and for a $10,000 machine (with shipping, customs, etc) I would expect it to last without needing expensive replacement parts for a machine that is well taken care of and hardly used. Definitely doesn't live up to the expectations and will never order a machine through glowforge again.

• Initial Complaint

  Date:02/24/2023

  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 this laser machine a little over a year ago. It has sense expired in its warranty. The last machine started having issues focusing, on which I reached out to glowforge support for help. The problem was identified as being a major design flaw. There is a cable that runs to the glowforge laser head called the white ribbon laser head cable. Just above this cable is a black piece that is covered in textured paint. Overtime, after regular use, the cable will wear as it rubs against the textured paint (poor design choice by glowforge) and once the cable is worn enough, it will expose copper wiring-causing the cable to short out and the laser head will not function properly. This is a design flaw by glowforge. They offered to fix it-but I would have to pay $1,600+ and send my $7,000+ machine back to them in exchange for a replacement machine. This is an issue because due to their design flaw-every glowforge owner at some point will be faced with this problem *** tot heir design error and will have to pay the same amount. Appears to be a large money scandal to keep giving them money because of a design flaw they did.

• Initial Complaint

  Date:02/13/2023

  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.

  The $6000.00 glowforge I purchased plus an additional ******* for an additional warranty does not work and I cannot get anyone on the phone to help get it to work. I get an unexpected error message just looking through the catalog and when I try to upload something to print. They just updated the software and now nothing works and I have an expensive but useless sculpture taking space up in my house.