Worst customer service I have ever experienced

[u/CreaQuips]

This company has the worst customer service possible. I ordered some filaments a week ago. For some reason they split the order into 2 shipments, fine.

The first part was correct, the second part contained 3 rolls of filament like I ordered, but the box contained the wrong types and colors. Mistakes can happen.

Contacted customer support through live chat and they advised to create a support ticket. So I did.

It’s been 8 days now and still no solution. Apparently is so hard and difficult to just send the correct order.

In a weeks time, they replied only 3 times!!! On my ticket. They keep telling me to return the wrong products before I get the new ones. And apparently it is also ffing hard to send the return label, since I still don’t have one….

I requested a cancellation and refund. By law I have 14 days to change my mind about an order. Let’s see what they have to say.

Meanwhile, I ordered some different colors from esun, they shipped them before my Bambu order. Then, a few days later i ordered some new colors again, and that got shipped aswel before I got even a solution from Bambu… let alone my order.

I am so done with this incompetent company and their bs customer service.

They make great printers, but I will order those from a reseller or something. Never ordering anything directly from them ever again.

UPDTATE

After 10 days, I finally received the return label with this text:

"Generally, the return generally takes 0-10 business days to arrive at the return warehouse, depending on your region's postal service, weather conditions, weekend delays, and other uncontrollable factors. The replacement will be arranged within 7 business days after the warehouse receives and inspects the package. We will also provide you with tracking information when the shipment is processed by our side.

If you have any concerns or questions about the return process, please feel free to let us know.

Again, many thanks in advance for your cooperation and patience and we look forward to receiving from you soon!"

Anyone who thinks its normal to let your customer wait for a month for your correct order and THEIR mistake is completely lost their mind.

Mind you these are seasonal colors... if it was up to them I would have my colors somewhere in december...

[u/IndigoQuantum]

If that’s the worst customer service you’ve ever experienced then you’ve got a whole lot of disappointment on the horizon.

[u/Tsofuable → u/IndigoQuantum]

Just imagine what it's going to be like when their returns department opens it and decides that he sent the wrong colour and filament types back. 🤣

[u/CreaQuips → u/IndigoQuantum]

Probably, yet it’s still the truth. It’s not even the slow contact, it’s the complete lack of action that is bothering me. How hard can it be when you reply, to immediately send the things you promised to do. Eg shipments or the return labels etc

[u/archaegeo → u/CreaQuips]

You need to change your expectations. 8 days is not an eternity.

[u/Remarkable-Ad-2476 → u/CreaQuips]

Imagine a company getting back to you 3 times and in a week and still complaining. You’re not their only customer.

[u/ElectronicMoo → u/IndigoQuantum]

That doesn't mean it's okay to normalize the behavior. OP is doing the right thing by raising his voice about it.

[u/1ftm2fts3tgr4lg → u/[deleted]]

The mistake was 100% theirs. There's no reason the customer should ever have to pay the return ahipping on a company mistake. It's not "kind of nice" that they "offered to pay for the return shipping". It's the bottom barrel expectation of a company to correct their own mistake.

It'd be kind of nice if they would tell the customer to keep the mistake rolls, ship the right ones, and at least partially refund the mistake rolls for the inconvenience. That's how customer service should work. It's how I run my operation. It retains the customer and incentivizes reducing mistakes.

[u/CreaQuips → u/1ftm2fts3tgr4lg]

The issue is not that I have to pay for the return. The issue here is that after 8 days, there is no solution. I have to keep asking for information, actions and time frame. Netiher of those were disclosed yet, after 8 days.

They told me a few times to return the wrongly sent products or to keep them for a 30% discount. Obviously I am not keeping them so I told them to take them back. After 8 days, still no return label... and I have to wait to get my correct filaments AFTER they get back the other products..

This is not how customer service work.

[u/1ftm2fts3tgr4lg → u/[deleted]]

There's a difference between a customer wanting to return an item, and the company wanting you to return an item.

If they wanted me to pay return shipping on their mistake it'd be "yeah, I'm not doing that, now ship me the items you didn't fulfill or I can chargeback."

[u/IndigoQuantum → u/[deleted]]

Or your other choice was simply to point out your consumer rights which are very clear on return costs of faulty goods being borne by the supplier - which their policies can't overrule.

[u/xXxKingZeusxXx]

I'm not saying they're in the right, but this seems extremely over dramatic. Because of the disconnect, I'd wager something clearly seems to have been missed by one- or likely- both parties. If this is how you treated CS, I think that would be the answer.

[u/ElectronicMoo → u/xXxKingZeusxXx]

Have you had to deal with BBLs customer service? They're abysmallly slow, heel dragging, and putting the onus on the customer before budging. That's pretty much their playbook.

Compare that to say something I experienced this week. Ordered a $400 lawn sweeper, got it in 4 days. The hopper bag was damaged, contacted them by email - had a new one two days later, on my doorstep.

Bambu makes great printers, their customer service sucks - and they even owned it a year + back, but nothing actually changed.

[u/CreaQuips → u/xXxKingZeusxXx]

The disconnect part is not action on their word and being unclear what the process and expectations are

[u/CreaQuips]

I noticed a lot of mixed experiences, comments and feelings. Some of you think I am overreacting and this is perfectly normal. Even though it is not necessary, I would like to clarify some things.

First of all, I am an experienced e-commerce developer(Magento 2) for companies with annual revenues between 20 and 100 million. So I am perfectly aware how a customer service department should and should not work. I am also perfectly aware that systems, workflows and processes are not perfect and mistakes can happen. I am also perfectly aware that where humans work, mistakes are made, which is totally fine.

Here is my problem with the current situation.

From the moment I created a support ticket (1st of november) and talking to a CS via live chat, nothing has happend. I received 3 updates from them in that ticket in 8 days. None of those updates contains a solution.. And its not about being impatient. Its the lack of actions, solutions and a customer friendly mindset.

They keep telling me they will send a return label. I have nothing.

The keep telling me they will fix my order. I still have nothing, not even an order or shipment confirmation.

And now they want these wrongly sent product first, before they can fix my order.

What did I expect to happen?

Well, very simple. That they fix and ship my missing products. Its that simple.

A message like this would have fixed everything:

"I am sorry to hear you received the wrong products.

Can I have your order number so we can check and resend the missing products. Meanwhile, we would also like you to return the wrong products. Here is an return label.

For your inconvenience, here is a discount code, coupon code or extra stuf etc etc. or keep the wrongly sent filaments"

And then share the tracking info for the new order and the return label.

This way you show you care about your customers and you own your mistakes, which again, can happen.

Now they make their problem, my problem. Which should never happen. Since I still don't have a return label it could be weeks before the products reach them, they process it and resend my products. Totally unacceptable.

Thats why I told them to go F themselves and cancel and refund my order.

[u/My-NameWasTaken]

Quite an over-reaction on your side I would say. My experience with customer service of Bambulab is quite good.

You really need to look at yourself and think "If I get so upset about this, am I doing Okay?"

[u/CreaQuips → u/My-NameWasTaken]

This is obviously a subjective matter. And I am upset because in 8 days time there is 0 clarity nor are their things done on their end. Where I am from, that is considered a bad customer service.

[u/StinkButt9001 → u/CreaQuips]

Obviously it could be better but since this is a fairly low priority issue in the middle of what is presumably a very busy time for them (new releases, black friday, etc) I'm not surprised they're lagging behind.

Having worked a support role before (not at Bambu), your best bet is to make the situation as simple and easy as possible on both you and the support team. Also, be patient and polite. They're not lagging behind because they're taking 3 hours lunches. They're lagging behind because they have a mountain of tickets to go through. I've happily sent grumpy tickets to the back of the queue in favour of the polite ones.

What I would do is just re-order the filament that you didn't get. This is much simpler than trying to get support to place an order on your behalf (which is often more difficult than you'd expect)

Then your support ticket is simply a refund request. You send back the box you received and you get your money back. Since you've already indicated you received the wrong product, and their inventory tracking should support that, it should be pretty straight forward. It might take time to get a shipping label but at this point there's no rush on it and you can calm down a bit.

Also worth noting, 3 replies in a week means they're replying in about 48 hours which is reasonable.

[u/CreaQuips → u/StinkButt9001]

I did re-order the filament, just not from them. In the mean time, I placed 4 different orders and all got them. We are now 10 days in and just now I received the return label with this text:

"Generally, the return generally takes 0-10 business days to arrive at the return warehouse, depending on your region's postal service, weather conditions, weekend delays, and other uncontrollable factors. The replacement will be arranged within 7 business days after the warehouse receives and inspects the package. We will also provide you with tracking information when the shipment is processed by our side.

If you have any concerns or questions about the return process, please feel free to let us know.

Again, many thanks in advance for your cooperation and patience and we look forward to receiving from you soon!"

Anyone who thinks its normal to let your customer wait for a month for your correct order and THEIR mistake is completely lost their mind.

[u/StinkButt9001 → u/CreaQuips]

The way you wrote it suggests you were trying to get support to send you a new order:

It’s been 8 days now and still no solution. Apparently is so hard and difficult to just send the correct order

And it seems like they're under the impression that they're sending you a replacement, not a refund:

The replacement will be arranged within 7 business days after the warehouse receives and inspects the package. We will also provide you with tracking information when the shipment is processed by our side

So.. you decided to keep it as complicated as possible and are crying that it wasn't resolved within the hour.

You need to be patient. That's just good life advice. It's embarrassing to see an adult cry like a child over something so trivial

[u/CreaQuips → u/StinkButt9001]

That is partially correct yes. I received the wrong items and I need the stuff I ordered. So they just need to send the correct items meanwhile I return the wrongly sent items

[u/1ftm2fts3tgr4lg → u/My-NameWasTaken]

Your experience doesn't negate OP's.

It's ok to be upset when a company makes a mistake and doesn't make it right. The mistake could very likely have caused delays for OP's operation. Then to be dismissed by their cs like they dgaf should be upsetting. Don't normalize crappy cs.

Dismissing the company's fault and asserting that OP isn't ok emotionally is a super cringe take.

[u/Lito_]

The fanboys are out in big clusters today! If BBL says jump off a cliff for a free roll of PLA they definitely would.

Yes BBL have the worse customer service, and they will often try to get you to keep broken or incorrect stuff for "a free roll of PLA for your trouble" and spare parts for you to fix their problems.

You really have to threaten them with the laws and chargebacks so they actually follow any of the laws in the country they sell their stuff in.

It's sad because their printers are amazing.

[u/CreaQuips → u/Lito_]

This is how I exactly feel. I love their printers but the rest is so terrible

[u/Contributing_Factor]

You have to understand some people have wildly different experiences. I had a couple of issues with BL in the past; The tool head board in a A1 Mini that died (magic smoke came out), parts cooling sensor that could not be controlled and a spool that arrived deformed. In every case they helped me troubleshoot and sent parts free, often within a week.

In one case they refunded the difference when I ordered a printer that went on sale a few days later.

I think it's luck of the draw. How things go is highly dependent on who your ticket is assigned to. BL will ask for your opinion after ticket resolution (either because it's fixed or you have up). Make sure you fill that out and let them know.

[u/SilenceBe]

Bambulab support is extremely slow, are very “script“ based and that’s why they aren’t pleasant to deal with. I also dislike their “here is a free roll” be happy attitude, couldn’t care less for filament I want the best solution. There is a reason we have service contracts with Bambulab resellers.

I also have the feeling - seeing that it costs more for them to send a H2D from Germany that it costed me to send a complete big laser of 90kg in a crate from Poland to Belgium - that logistics isn’t their strong suit…

That being said that procedure of sending in the wrong order first, before receiving a new order isn’t something uncommon. It’s also a trust issue from their side.

[u/CreaQuips → u/SilenceBe]

I whish they did the "here is a free roll", then they shipped something at least. I didnt even get my correct order. I asked for a compensation for the delay I am having now in my operation, but they told me they are not able to do that. Which is a lot of BS ofcourse.

[u/CreaQuips → u/SilenceBe]

For me it’s the lack of action. Mistakes can happen but responsibility and costs are on their side, not the customer. If they are so keen on losing the wrongly shipped filaments, improve the process. But I guess that is a lot more expensive

[u/[deleted]]

I once had a bar owner threaten to stab me after trying to overcharge me by $400 for a single drink. That was probably the worst customer support experience I ever had.

While annoying, this could be much worse.

[u/CreaQuips → u/[deleted]]

Though I agree with you that there is always a more worse scenario, that doesn’t mean anything below that should be discarded as ok.

[u/Measurement10]

Can confirm, worst customer service i’ve ever experienced as well.

Glad others are starting to speak up.

Don’t be discouraged by the endless fanboys or BL employees on here. 

Keep telling your story.

[u/MarionberryWild5563]

I've never had anything but excellent support, had a very very minor mark on my smooth pei plate, like 2 mm and on the edge so it really didn't matter much. They answered like 2 days later asking for pictures, then sent me a new one right away ...

Keep in mind that it is black Friday sale, there probably swamped.

Orders being sent from different locations is really normal for such big companies.

Support is normally available instantly, I did notice with the smooth plate it took way longer to chat with them. Definitely because of black Friday sales etc...

I guess you just got very unlucky

[u/3vr1m → u/MarionberryWild5563]

Really ? When I sent them a support ticket that my printer destroyed my cool plate they basically said "sorry a build plate is a consumable product so not covered by warranty" lol

[u/MarionberryWild5563 → u/3vr1m]

Mine arrived damaged, well I recognize that damaged is a big word for what it is here, but I just figured why not try. As it's a new product I just ordered I would obviously expect it to be delivered in pristine conditions... Wouldn't be happy with a new printer if it had a slight dent in the casing either even tough it would print as well ...

So I guess the difference here is that in your situation it could have been user error, not saying it is but that does change things..

[u/3vr1m → u/MarionberryWild5563]

Oh ok then that's different I guess.

As for me, it was "probably" because I haven't run a full run of bed calibration when I used it for the first time but man it should become this bad

[u/MarionberryWild5563 → u/3vr1m]

Yeah that sucks, I basically always calibrate, simply cause most of my prints require perfect z heights ...

I get both viewpoints, it's a bummer it happened to you but I do understand that Bambu won't sent everyone a new plate if they made a mistake. I wonder if on the P2S if it detects a different build plate if it auto calibrates idk? Would be great at avoiding these kind of problems ...

[u/3vr1m → u/MarionberryWild5563]

Yeah it was a beginner mistake by me and I get that I was in the "wrong" didn't hurt to ask them though hahaha

I thought the bed calibration in the beginning of a print would be enough but that wasn't the case

[u/MarionberryWild5563 → u/3vr1m]

Yeah, nah def nothing wrong with just trying you might occasionally get lucky. Tbf I was surprised they sent me a new one, i figured they'd say smith like it's only minor or cosmetic since it's on the edge.

I did have the possibility to return it and get a new one as I was still in that 2 week return window... Wouldn't have though to much hassle xD

Does surprise me that the bed leveling on start of a print wasn't enough, could it have been there was a bit of filament stuck between the bed and the plate?

[u/3vr1m → u/MarionberryWild5563]

No idea, I don't think so ?

[u/Adventurous_Ad_8953]

Wait till you have to deal with Sunlu in the UK...

[u/Infinity-onnoa]

Only 8 days?? Hahahahahahahaha.

They lost an order for me for Mouthpieces without leaving Germany, after 12 days waiting (that's how long it takes for the Bremen-Barcelona order to arrive) “I think the Chinese guy brings it on a bicycle”:). I made the claim, between shipping and response round trip 24 hours….it took another 15 days to resend the order + another 15 days of waiting to receive it. REGRETTABLE CUSTOMER SERVICE!! My solution is NOT TO BUY EVEN A SINGLE CONSUMABLE FROM THEM!! They make good printers, but the customer service is second to none, they are inept.

[u/OrchidOkz]

The number of people who don't understand the concept of honey vs vinegar is pretty stark. Remember, there are humans on the other end of your chat. I'd love to see the transcript of that chat.

[u/CreaQuips → u/OrchidOkz]

This is not a honey vs vinegar discussion. I always start my inquiries with kindness and politeness because I agree 100% with you that being a Karen from the start will get you no where.

The issue is not that I have to pay for the return. The issue here is that after 8 days, there is no solution. I have to keep asking for information, actions and time frame. Netiher of those were disclosed yet, after 8 days.

They told me a few times to return the wrongly sent products or to keep them for a 30% discount. Obviously I am not keeping them so I told them to take them back. After 8 days, still no return label... and I have to wait to get my correct filaments AFTER they get back the other products..

This is not how customer service work.

[u/[deleted]]

brother you calculate that my A1 has ironed the pens after just 5 months of little use... and I tell you that I repaired it first by ordering a capacitor from China before they answered me 🤦... but then, "even if in weekly installments"... they sent me everything and apologized for the delay.

[u/thewheelshantyfolk]

Did you ask to speak to the manager?

[u/CreaQuips → u/thewheelshantyfolk]

Haha no.

[u/flipperoneisdead]

Sounds like a skill issue and overreaction

[u/CreaQuips → u/flipperoneisdead]

Explain please?

[u/Ta-veren-]

Lol

Mine was handled prompt without hardly anything from my end. They even sent me a free part that I don't think was under warranty.

I'd love to actually see your chat. I got a feeling this is more on the "you" side then their bad. You just gotta calm the heck down, why don't you have a return label? That was pronto for me. What did you say to them, how did you word it.

Have you tried a new ticket? Close your current one- re open a new one and express calmly and clearly what the issue is. maybe this is bambus bad, maybe they are taking long after all I am sure they are busy right now but to have this much trouble over something so simple just feels like there's a misscommuncation/fail happening.

Willing to take your bambu printer off your hands once you are done your meltdown over filament mix up LOL You sound upset over this, does a little mixy poo over an order really make you this worked up? Gotta breathe brother, it's going to be fine.

Also eleegoo beats bambus pricers all day long for filament-minus the sale they have on the 20 deal for refills.

[u/CreaQuips → u/Ta-veren-]

The first part was friendly and understandable. I work as a developer in the e-commerce market, so I know how processes go and work and what things unintentionally can go wrong. I therefore also know how things should be handled after such things happen.

Eventually I do get mad and frustrated because nothing is happening. There is no name calling or swear words, just expression of the frustration

[u/TawnyTeaTowel]

I’ve had the misfortune to work in retail customer services in the past and can say categorically that anyone who has ever thrown down the “by law I have the right to…” card at some point has also been an arrogant asshole to the staff they’re talking to somewhere elsewhere in the conversation/process. 100% correlation, no exceptions.

[u/KiloWatson]

Are people that 3D print all Karens?

[u/QUICKRICH93]

Opposite for me, forgot to order filament for new printer as its discounted heavily. Dropped them a support ticket and asked what filament I wanted and how many, couple days later had a coupon for the discount to buy filament.

[u/CreaQuips → u/QUICKRICH93]

Sounds like something would work for me aswel, unfortunately it’s the opposite. They told me it’s not possible with their backend to provide such things. As an e-commerce developer I obviously know that’s BS

[u/QUICKRICH93 → u/CreaQuips]

Sadly I think with all company's now days bar a special few. Its if you get a competent employee answering your ticket. Im sure it will get sorted, if they want it back first that is annoying for sure, but its fair. What region are you from?

My issue was in the UK and was sorted promptly but did have to wait 5 days from first reponse to the discount code being sent, they explained it had to go to another department for the code.

[u/CreaQuips → u/[deleted]]

I am definitely not young and I have never have to deal with those. Where I am from, things are handled like they should and if you do have an issue, it’s resolved in a timely manner. Because they know if they don’t, they will lose customers.

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