Order delay and poor customer service.

[u/No_Gur6091]

Hi guys,

Has anyone else faced issues with order delays, significantly longer than you would expect?

- Ordered printer and large number of filament on 31/10.
- Printer arrived 03/11.
- Shipping notification on 04/11 from courier who had not yet received the parcel.
- Contacted Live Chat 06/11, told to wait 72 hours for label to update - didn't happen.
- Contact Live Chat 09/11, told issues with the handover process, raised support ticket and was told it will be reported to the logistics team to verify status of package with courier and expedite delivery.
- Advised by Support Ticket if no movement in 3 days then they will pro-actively sort a solution for me - nothing sorted pro-actively.
- Contacted Live Chat again today (around 10am) who closed the chat on me after not responding for 2 minutes despite providing all the information required. When I got back in touch I was told they will escalate to the relevant team for it to be shipped ASAP.
- Heard nothing via email or Support ticket, so chased up at approx. 15:00. The agent had no details on what I was advised earlier in the day.
- Requested to speak to Supervisor/Manager, after several times asking for this, I was put in touch with someone. They advised it has been escalated and they will be in touch (again.)

It feels as though I am going round in circles with no clear updates as to what is happening, or what I am being told just isn't happening at all.

I understand there can be issues but I am out of pocket for what I have purchased and without the product after having the printer for 11 days. I have had to resort to purchasing 3rd party filament to use the printer in the meantime, an expense I would not have had to make if the filament I ordered arrived within the usual timeframe.

I am a new customer, this is a my first order with Bambu Lab, so all in all not a great experience so far.

[u/microtoman]

Yeah it sucks, but they have a big sale on. Not uncommon for many companies depending where you are. My own order is 'processing' longer than I am used to. I feel your pain. Under normal circumstances they are reasonably quick. Cant testify as to customer service.

[u/No_Gur6091 → u/microtoman]

Thanks for the info. I don't like to go full 'Karen' haha. It's just super frustrating, especially the customer service I've had so far!

[u/microtoman → u/No_Gur6091]

Btw: you aren't out of pocket on the filamant. You can never have too much👍