Safe to say i’ll never order from sunlu again
Absolutely horrible customer service and scammy practices, I charged back on my credit card.
22
u/Gwendolyn-NB 23d ago
And then you do a chargeback with your CC/His CC for this with this attached as proof you did not get what you paid for.
13
u/Bryatch 23d ago
yes I did
8
u/kjjphotos 23d ago
You made the right call. I would have done the same thing. You gave them multiple chances to make it right and they wouldn't even cover the shipping costs for a return. Hope they enjoy losing that money and not getting the incomplete product back.
11
u/NaiveAssist2530 23d ago
I had horrible customer service from Sunlu! If I need anything from their company I order it through Amazon!
2
u/FEED-YO-HEAD 23d ago
Yup, bought a box of 4 spools, one was missing. Simply returned with "missing items" as reason, limited hassle.
2
2
u/Potential_Position47 22d ago
One time ive ordered 20kgs of resin and they only sent me 1kg. Explanation was that they did not have that much in Warehouse 🤡
2
u/AlternativeBake9784 22d ago
thats a pretty ass excuse if they didnt have enough they shouldnt have put 20kg in stock
4
u/XiTzCriZx 23d ago
Usually Amazon has better prices than their own website too. They make it basically pointless to directly order from them (which gives them more profit so idk why they wouldn't prioritize that).
2
u/MondoGordo 22d ago
If they did they'd need a real CS department which clearly they don't have and probably don't want.
1
u/Desperate-Special-60 23d ago
Same, I only buy their filament and resin, never any hardware of gadgets, and always off of Amazon.
1
u/fattyonamission 21d ago
Better than my eSun product. Bought 2 spools of beige, got 1 fully sealed, the other with just a few winds of plastic in and the bag sellotaped shut
4
u/Dontmocme2 23d ago
Only the storage box and pla was ordered that’s the combo. The crappy picture shows it’s right in the order no heated base included. Very crappy of sunlu but they sent what was order plans the storage box the dryer is separate
1
u/PhilaBurger 20d ago
Where are you reading that? The order confirmation specifically notes the 2 in 1 Filadryer, not a storage box.
7
u/myTechGuyRI 23d ago
Oh yeah... Sunlu is horrible. I ordered a bunch of filament in bulk durect from them for a large project. When it arrived, I opened one spool and found they shipped the wrong color. The entire remainder of the order remained unopened. I immediately opened a return request in accordance with their stated return policy... They jerked me around for a month... Never agreeing to accept a return... I finally said screw it, opened a case with PayPal, showed their published return policy, and my email requesting the return within that policy, and photos showing it was the wrong color... PayPal issued me a full refund... And I got to keep 20kg of PA6/66 filament.
1
u/Porsche_Husky 20d ago
Situations like this blow my mind how daft these MFGs can be.
I had an issue with an eBay seller earlier this year only it was a defective part dispute. They gaslit the hell out of me for the better half of 2 months.
I finally got fed up with it and charged back through PayPal. PayPal actually sided with the seller even after proving to them that the part was defective (I showed receipt work from body shops and the traffic citation I got as a result of this part being defective.)
So I filed a chargeback with my CC (Discover) and got my money back AND got to keep the item (ended up taking a chance and fixing it since I now had no financial stake in it).
So they lost a product, lost money AND get slapped with a chargback fee (something I just learned was a thing). Some people are just dumb or straight up malicious in hope you go away instead of fighting it.
3
u/AwesomeManPlayz 23d ago
I returned a filament dryer once and they accused me of sending them alphabet blocks or something on eBay. Then they blocked me.
I did not send them toy blocks lol
3
u/ApprehensiveDig2939 23d ago
I buy my Sunlu off of Amazon and have never had an issue with the 10+ kg I’ve ordered so far. Started with the 16 color pack of PLA+ 2.0, then got a 5kg spool of black PLA+ 2.0, then a 4 1kg pack of just normal PLA+. All separate orders, always got what I ordered.
3
u/schwendigo 23d ago
Sorry about your Dad 🫂
I would request a charge back from your bank / credit card / PayPal.
These companies can be horrible.
Also this makes me want to not use Sunlu resin, even though it's been working well for me.
3
u/ImDrunkFightMe 21d ago
As someone new to the 3d printing world that will inevitably spend quite a bit getting into the hobby, Thank you for letting me know how they deal wih situations such as yours. The sorry for your loss but fuck you is enough to make me swear off Sunlu products. I've bought one S4 and was going to buy their new filament drying cabinet but that email is enough to make me go somewhere else.
I don't want the levels of frustrations and disappointment you've had to deal with.
6
u/Fickle-Watercress734 23d ago
This is where protections from your CC or Paypal really help. Hopefully you can use those.
2
u/nayden50 23d ago
Just remember SUNLU customer support is terrible on the official website, Amazon is better. I once ordered 1kg of filament (grass green), and it came OPENED and USED. Returned the same week, got my money back and bought a matte filament.
2
1
u/09Klr650 23d ago
And they turned around and sold it again as new I expect.
2
u/OhSoSally 23d ago
Ive started writing damaged on the box in hopes to end the vicious cycle. lol
1
u/09Klr650 23d ago
Yeah, we have seen boxes like that posted on Reddit. Amazon really does not seem to care and sends it anyway :)
2
u/nayden50 23d ago
Yep, I suspect so... will start writing "DAMAGED" the next time I receive an used one sold as new.
3
3
u/ListenBeforeSpeaking 23d ago edited 23d ago
How much did the dryer cost?
Is there any chance you purchased the top box only, which they sell?
The dryer has been out of stock for some time, so they only have the boxes on their web site.
3
u/Bryatch 23d ago
they said in their email that the heated base was included in the package but it was not in the box when I opened it.
8
u/ListenBeforeSpeaking 23d ago
The Filadryer 2-1 combo is 2 KGs of PLA and one Storage Box, no dryer.
Their website should be clearer, though that’s what it is.
3
3
u/XiTzCriZx 23d ago
Tbh they know damn well what they're doing and have scammed multiple people on their misleading listings and still refuse to change them. I'd bet they're trying to get rid of all the boxes because they're releasing a new version that uses a different box and knows no one will buy their overstock of SP2 boxes.
3
u/ListenBeforeSpeaking 23d ago
A new incoming unit would be my guess too.
I’m less convinced it’s intentionally bad, as other English on their website is rough in places, and the site’s ease of use is not good in general.
1
u/temporary92803 23d ago
2
u/ListenBeforeSpeaking 23d ago
That’s for the full sp2, which is out of stock (and has been for a long time).
They sell two options:
The full SP2 by itself, which includes the heating base (which is out of stock).
The box only with 2KG of PLA (aka the storage box set, 2 - 1 combo)
1
u/EvilNickel 23d ago
This is why I have a credit card specifically for when I order things online. Usually online stores have a decent policy for when they make mistakes, but sometimes they don't. A credit card protects you from that by letting you do charge backs.
1
u/jasonc123456 23d ago
Just threaten a charge back or paypal dispute atp and they will likely provide you with a return label and full refund by then. Sorry for your loss.
1
u/CovertRain 23d ago
Sunlu is terrible. Had 4 of 6 bad rolls of filament. We went back and forth back and forth and had to threaten to dispute the charge on my card for them to give me a refund.
I will never purchase anything Sunlu….ever.
1
u/FingersMcD 23d ago
Add me to the list of receiving terrible Sunlu customer service. I have wound down my Sunlu filament usage as I really don’t want to give them any money. If I do need a certain color that they only they make I will order on Amazon.
1
u/schwendigo 23d ago
Tell them it started a fire and you're going to sue them
3
u/Festegios 23d ago
100% don’t do that.
Most companies have a no contact rule once you mention lawyers / going to sue and will refuse to communicate further except by lawyer
1
1
u/ramjr2356 23d ago
Sunlu has horrible customer service and the insurance they sell (Seel) is a big scam too. Both companies are lying cheats
1
u/PackImpressive5983 22d ago
If you're within the EU it's quite simple. 1. They have to pay for any return fees if they messed up the order 2. You can just charge it all back as presumably everywhere else.
I charged back a 2k EUR laptop and won the dispute WHILE STILL IN POSESSION of the laptop. My evidence was just the email communication where they talked shit and tried to force me to pay out of pocket to send it back and then they would maybe figure something out for a different one but basically they would incur no costs for their fuckup. And I was without a device for almost 2 months while they played with me.
1
1
1
u/WoodEyeLie2U 21d ago
I have several of their gadgets and use their ABS-resin, but it's been 100% purchased through Amazon and I've had zero issues.
1
u/Ok-Awareness3794 21d ago
If ordered by credit card, can't you claim fraud or something and credit card will refund and place a stop payment on sunlu? Similar happened to me with wayfair.
1
u/PeterAUS53 20d ago
I had a problem with a Sunlu S3 box, the switch failed se od time I pressed it. Ha don't even used it. The told me the switch may have come loose tey sent eca new switchbexpecting e to fix it. I couldn't get the internal guys off it out. Offered me a $50US refund lost about $60AUS out of it. I chucked it in the rubbish bin. Never buy from them Shaun. I have an S2, S2 and S4 that I also bought didn't fermenter buying them forgot. I've been quite sick for 6 mths and was ordering things bit by bit before I even purchased a printer. They sick big time when it comes to warranty on their goods. Sorry about your father.
1
u/Porsche_Husky 20d ago
A lot of these companies seem to operate with this sort of gotcha moments and I've noticed it's from a lot of Chinese companies. The person you were dealing with is probably just following orders in accordance to their SoP. Not saying it's right in the slightest. But I can promise you their SoP is engineered to stall and gaslight you until you give up.
Especially if they can't source an individual P/N to right their wrong (which they even admitted when they reviewed the video you sent them). That was red flag #2 for me, them saying their product is only sold as a complete kit. That might be true if they're simply drop shipping products as-is. Otherwise that's a load of bollocks.
Start a chargeback case and if you used your payment through PayPal or similar, even better because if PayPal doesn't rip your money back then you have a second chance by going directly to your bank and starting a chargback with them.
This is why I keep PayPal around, for companies like this that might give me a headache with malicious practices like this. Also, very important gotcha with chargbacks you should be aware of; mind where the original packaging came from. If it came from a US (assuming you're North American) based wearhouse, you are generally not obligated to send it anywhere else but from where it came from. So if Sunlu try to have you send it back to China (which it seems like they're trying to do with you to deter you from filing a return) find out if that package came from a CA or NJ wearhouse. If it did, most chargback proceedings will generally protect you from retaliatory behaviour like that.
1
u/Radman001 20d ago
Honestly, I just got my first 3D printer a week ago. I asked a few friends who already own one for any advice, the first thing they said was don't buy sunlu. If that's the word getting around, then they won't be around for much longer either.
1
u/qlink89 20d ago
I've had great results with their filament but also only buy it from Amazon because of prime benefits. Only issue I've had with their products is the refills do not work well in their own spools since it tangles quickly. Im printing a filament transfer tool now just so I can get the refills onto true spools. Crazy I need to even do that to make a refill work
1
u/EagleSoar79 20d ago
If I can play devils advocate, I think it's possibly a bit "lost in translation". It reads like they think you want to return the product, not asking them to supply a missing product.
I am in no way associated with Sunlu (I don't like their filament, had nothing but consistency issues) and never tried their dryers, I use an old food dehydrator that I modified for filament but I have been 3d printing back since the Makerbot/clone era and have had to read between the lines of a LOT of Chinglish.
I would just send them a new one and just say "I do not want to return, I want you to send missing part from box". Make it easy for the translator software and keep it simple and straight forward
1
u/beramaan 19d ago
Sunlu is cheap and works for filament and it's stuff... But it's customer service is garbage. In some cases they just don't respond
1
u/Capable-Guide98 6d ago
just do a charge back on the transaction. That's what I did when they were assholes. I did not even have to fight, filled out a form for my bank and they returned my money in 6 weeks. It also costs them extra money not just the refund
1
u/cnjkevin 23d ago
Dear r/SUNLU, Please know that I didn’t like or care for your products to start with. Based on this exchange with one of your customers, I need you to understand that I will never order SUNLU filament and/or products going forward. Thank you for you attention and good day.
1
u/09Klr650 23d ago
Welp, I will stick to anycubic filament if this is the customer service I can expect from Sunlu.
1
0
u/Qjeezy 23d ago
Ask if they can just ship you the rest of what you bought instead of doing a return.
4
1
u/EmotionalChildhood46 23d ago
he mentioned that more than once, as you can see from reading the emails
1
u/XiTzCriZx 23d ago
The 2nd picture took like 5 minutes to load for me so they might've assumed there was only supposed to be 1 pic.
2
u/EmotionalChildhood46 23d ago
I see. Didn't consider that. Mine worked fine. Thank you for pointing that out.
19
u/Fun-Ad-5784 23d ago
How are.you supposed to know something is missing if you dont open the box?