Complaints

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought product on July 26th, 2024. After a about 4 uses. The laser stopped working. I contacted customer service and as you can see from all the correspondence I have provided. I am getting nothing resolved. I complied with the proof they required plus video they also required. I have now been ghosted. I have gotten no response. I have called customer service number, and they will not return my calls. I have gotten impatient with some email because of the run around. I apologize for duplicated screen shots.

  Business response

  10/21/2024

  We have fully refunded the customer's payment for the issues caused by their product.
  And there is no need for customers to return the product.

  Customer response

  10/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recieved the order on 8-22-2024 Used it for about 2 weeks and a main drive belt broke and I have been trying to contact them about getting a replacement and no resulution has been made on this matter

  Business response

  09/28/2024

  Regarding the customer's claim of belt damage.
  We have contacted the customer to inquire about specific pictures of the damaged belt for confirmation. We are waiting for the customer's response.
  If it is indeed damaged, we are willing to send replacement parts to the customer.

  Customer response

  10/04/2024

   I am rejecting this response because:I have sent two sets of pictures and they emailed me (Oct. 3,2024 Around 8:30Pm)   to say that they will replace the belt and now I'm back to a waiting period for the belt . It has been over 2 Two weeks!!!!  I will contact you when I Have the belt in question Thank you for your assistance in this matter   Mark Scheer
  
  
  

  Business response

  10/05/2024

  Due to the customer's rejection of our suggestion to send replacement parts. Therefore, we inquired with the customer via email whether they would accept our suggestion of a full refund. Waiting for customer confirmation.

  Customer response

  10/08/2024

   I am rejecting this response because:
  They sent me an offer to refund the purchase price and I have not gotten a response My reply was that I would except a refund of the purchase price on a prepaid visa or Mastercard and upon receipt of the payment the case could be closed. I haven't heard from them since I replied
  e

  Business response

  10/09/2024

  The total amount of the customer's order is 299.00 USD. We have now fully refunded to the customer's original payment account. Please verify with the customer.

  Customer response

  10/11/2024

   I am rejecting this response because: Yes I received a reply and a reverse invoice saying the funds were supposed to be refunded .  BUT as of this date 10-11-2024 no funds have been received in my account and the notification was sent 10-09-2024

   
  

  
  

  Business response

  10/12/2024

  According to the platform's backend display, we successfully issued a refund on October 9th.
  Refund serial number: 1843973598466146304. And we have sent a refund notification email to the customer after sending the refund. The screenshot shows our refund information page.

  Customer response

  10/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22330803, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased their 24w cnc laser machine.I made this purchase on July 1st, 2024.I paid them $499.00.My issues are 2 missing locking screws which lock the right side of the transfer shaft, to the right side y-axis rail. Also, the "connection apparatus" on the front support beam is loose and wobbly. I texted them MANY times, e-mailed them a couple of times and called them a couple of times, each time getting their voice mail, leaving 1 message. In my texts and email I told them about these issues and in response to ONLY the missing s**** issue, they suggested that I just go find and purchase the screws myself, because they were "too small to send" and that they would "compensate" me. I've never heard of anything being too small to mail! I am a shut in on disability, with no way to get around, so this is not an option for me. No response to the other issue. I suggested that they send me a new front support beam and to just tape the 2 screws to that. But as I said, they wouldn't even respond to the loose apparatus issue. As for "compensation", it wouldn't simply be about the cost of the screws and effort to go and **** them down, IF I was even able to do so. It's about the time that has passed, in addition to the time that will have passed and the lost opportunity to carry out some specific plans that I had made, for as soon as my machine arrived. Also, just as soon as I'd made my purchase of the 24w laser, the price of the 36w laser dropped down to only $100 more than the 24w. I probably would've gone with the 36w had it dropped down 1 day sooner. I said that, to say that in my texts and emails, I suggested that TO COMPENSATE ME, at the same time I send back the wobbly front support beam to be replaced, that they let me send back the 24w laser module in exchange for the 36w. A compensation of $100, which is MORE than fair in my view.

  Business response

  07/17/2024

  Based on communication with clients. The customer should want to return the product they previously purchased and purchase another model of product. We are currently confirming with the client. If the customer is missing and needs to return it. We will provide a free return label to return the product, and the customer will receive a refund.

  Customer response

  07/18/2024

   I am rejecting this response because:
  First, this isn't entirely a rejection. It's just that the response doesn't address certain nuances of what I've proposed. I told them that I'd live with the wobbly connection box, as well as source the missing screws myself, in exchange for allowing me to return the 24w laser module ONLY, in exchange for the 36w laser module only, as compensation, so as to not have to pack and ship the entire machine. The difference in price between the 2 laser modules is only $100. But it doesn't seem like they understand what I am proposing. Either that, or they are simply disregarding my proposal. Either way, they have not responded to me about these specifics. I've explained it to them as clearly as is humanly possible imo. But they will only say that they will send the shipping label to return the item. I need for us to both be clear on what entails "the item" and whether ornot they agree to my proposal for the exchange as compensation. 
  
  

  Business response

  07/22/2024

  After negotiation. We have already refunded the full amount to the customer. And the product does not need to be returned.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 11, 2023 I purchased a Atezr model 24 L2 Laser Engraver and received it a week later. Early January 2024 I sent a E Mail to the service ***** asking for help with problems that I was having with their Laser. After two more E Mails, I received a message asking me to take a video of the laser while my problem existed. I sent a video, and the next month, the service ***** asked for pictures of the computer screen that In was using to operate the Laser and more Videos. They never came up with a solution and I E Mailed them many more times until finely Mid April they told me they would send a new ************ which I installed the last week of April and it did not solve my problems. I have told them that I wanted a refund of my money. They have not answered that E Mail.

  Business response

  05/05/2024

  Dear 

  Regarding the customer's product issue. We previously determined that the motherboard of the product was faulty based on the information provided by the customer. Therefore, a new motherboard was arranged for replacement for the customer.
  After receiving a new motherboard replacement, the customer reported that the machine still has issues. Therefore, we inquired with the customer about specific product issues in order to confirm where the problem lies. After the customer responds, once the specific damaged part is confirmed, we can arrange for the customer to replace the parts or accept the customer's return.

  Customer response

  05/06/2024

   I am rejecting this response because:
  
  I have had this laser now for over four Months and have not been able to create any engravings. After four months Atezr sent me a new motherboard that did not change anything. They now asked for more videos to see if they can figure out what is happening. I sent them four videos today.  If they have any idea of  the problem, they want to send me more parts to try. If they had ideas, they could have tried them back in January instead delaying their responses. I want to return this lemon and get a full refund.

  Business response

  05/07/2024

  Dear 

  Considering that the customer is unwilling to cooperate with us to further confirm the issue with the product. And the customer requests a return of the product. We have provided the customer with a return label as requested. And we will arrange a refund for the customer after the return is signed for.
  The return label is shown in the attached file. At the same time, we have also sent the return label as a document to the customer

  Customer response

  05/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Assuming that I will get A full refund of $1,298.98

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec 11 2023, I notified Atezr my focusing lens for my Atezr P20 was etched and asked for advice. Next day Atezr agreed to replace it under warranty. On Dec 13, Atezr said they would ship the replacement part. Jan 3, I requested a shipment update. Jan 4, Atezr claimed was damaged in shipment would resend, actually shipped it on Jan 16. On Jan 27, the part sent arrived but it was the WRONG PART - 47 days to get the wrong part and not using my laser. Jan 31. Atezr "We have indicated in our previous email that we can refund your payment. However, due to the long order time, the payment cannot be directly refunded to your original payment account. Therefore, we would like to inquire about your PayPal account. We can refund the payment to our PayPal account. The machine does not need to be returned either.", I sent it the same day. Feb 2, Atezr wanted to confirm my paypal information, I confirmed the same day. Feb 4 I set up a Money Request through Paypal to make it easier, which Atezr confirmed on Feb 6 and said payment should be directly credited to your account. Feb 9 ******* Spring Festival Atezr said will delay in response. Feb 19 Atezr stated Refund sent to PayPal account: ********************* Please confirm. I did not receive it so 11hours 3mins after told payment sent I asked for transaction ID so I can investigate with ******. I waited another 12hours 42min I again asked for transaction ID. Feb ************************* Okay, we will contact our finance personnel to provide you with a refund transaction number to check the refund details

  Business response

  02/21/2024

  According to the customer's request, we have indeed sent a full refund to their PayPal account. Refund transaction number: *****************. And we have attached screenshots of the refund transaction

  Customer response

  02/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  0n the 3th of February 2023 I bought a P20 Laser Engraver ($1330.) via the website of the Atezr Company. (*********************************************************************.)The order number is ATZ2049. I received the goods in good condition and all worked fine until the 5th December 2023 when the Laser gave up!. I sent an email to service@atezr with the question to make me an offer for replacing some parts. They responded that they do not sell these parts. Then we started an email conversation where they said that they would replace the defective laser. Although we email almost every day since then they did not give me a return address. I think they are not willing to replace the Laser at all and keep me waiting! Please see the attached emails (pdf) I want that the compli with their promise to replace the defective Lasermodule.

  Business response

  01/03/2024

  Thank you for your letter.
  For this customer, we have reached an agreement with the buyer to arrange for a new laser to be sent for replacement after the customer returns the defective laser. And after the customer agreed, we have provided the return label for the returned laser to the customer.
  For this issue, both parties have currently reached a friendly negotiation on a solution. thanks

  Customer response

  01/05/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I did send the defective Laser back to them with the provided returnlabel yesterday, 04-01-2024, via DPD. I'm now waiting until I receive the promised replacement Laser.

  If , by any means, they start to slow down the process again, I will contact BBB again.

  For now I appreciate and thank you very much for your intervention in this matter.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It started off with the cooling fan making noise. Went to clean laser and noticed that the power wire for the cooling fan had been rubbing up against the fan. I put electrical tape on it. I noticed that the lens was coming loose and had to tighten it back on 4 times. After all this, I did 3 projects with it back to back, didn't change the settings or type of wood. The 1st one went without an issue, then I noticed the 2nd one was burnt to the point of completely black. As I watched the 3rd one, I noticed that the laser would randomly get extremely bright compared to what it should be. I contacted Atezr about issues. They told me to contact Amazon but I am beyond the 30 day return and their After-Sales is giving me the run around. The longer I can't use it, the longer I can't make money.

  Business response

  01/04/2024

  Dear Madam *******,  
  
  We refer to your letter of complaint ID ********, dated December 31, 2023. The complaint was filed by ****************** and stated that Atezr has not provided him with accessories to fix his engraving machine. ****************** placed his order on October 27, 2023.    
  
  On December 19, 2023, we received Mr. ******** email saying that the inside lens of the machine keeps backing off. ****************** also sent us some photos showing the problem with his machine.  On December 20, 2023, we offered ****************** a replacement lens free of charge.
  
  On December 26, 2023, ****************** emailed us again saying that apart from the lens, the cooling fan was also making a weird sound.   We requested ****************** to provide us with a video that shows the problem.   Unfortunately, ****************** does not want to send us the video.  
  
  We have tried to resolve ****************** 's problems with his machine and agree to provide him with a free replacement lens.  For the problem of the fan, we will follow up with him.  
  
  Thank you for bringing this matter to our attention.  
  
  If you have any further questions or concerns, please do not hesitate to contact us.  
  
  Sincerely,

  Customer response

  01/04/2024

   I am rejecting this response because:
  
  
  I have not received any email about replacing the lens. I did send a
  video but sending it email forces me to cut down how long the video is. I
  got e-mail sent on 17th of December explaining what was going on
  including pictures. I got e-mail from them on the 19th from them stating
  that they provided feedback to amazon after-sales regarding issue and
  they will contact me and to check my in box. Next e-mail wasn't until
  the 22nd of December saying that Amazon responded and will contact me.
  The video was sent on the 29th of December by phone. Which was responded
  with a $10 which was sent to Affirm, I assume. I am getting the run
  around with Amazon. I called you today and then this afternoon and gave
  the order number from Amazon. Suppose get an e-mail from support.
  
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a 36W laser engraver on August 20, 2023 for $1299.99 which was delivered on August 23, 2023. The unit did not work properly - contacted tech support and provided them with a video of the problem and a list of troubleshooting steps taken. They replied asking for a video and repeatedly suggested steps that were clearly listed in the steps already taken. After multiple emails, tech support suggested that the motherboard was defective. Tech support did not respond to my other questions or concerns, so it was unclear how long it would take to receive the motherboard, if it could be installed by the end user, and if the machine would be functional or need more parts at which point, I would be outside their stated 30-day return window. I requested authorization and instructions to return the unit for a refund, consistent with the return/refund policy published on their website. They have refused to provide this information, despite 10 separate requests to provide this information. Most of this communication is documented in emails, their customer service phone number is essentially an answering service, promising to send return instructions that are not sent.

  Business response

  10/02/2023

  About email addresses ********************* Customer complaint issues.
  Firstly, the customer purchased the product on August 20, 2023. Then on August 27th, the customer reported that there were issues with the product and sought our help. We inquired about some specific information from the customer and then provided feedback to the factory's professionals for confirmation. We provide immediate feedback to the customer that they can receive replacement parts for replacement.
  The customer did not agree to our suggestion to resend the accessories due to concerns about the delivery time of the accessories. We inform the customer that once they agree, we can immediately send the accessories. And during the communication process, we also stated that if customers feel there is a loss of time waiting for accessories, we can provide them with a free honeycomb board as compensation. The customer still does not agree and requests the return of the goods. We have also agreed to the customer's return request. We have stated that we will refund the payment to the customer upon receiving the return.
  But according to our return policy. If the product is damaged after use, the customer needs to bear the return cost and ensure that the product is returned in the original packaging box. Therefore, we explained the issue to the customer. The customer did not return the product in the future.
  Additionally, due to the customer initiating a credit card refusal from the payment institution. Therefore, this payment has been deducted from our account by the payment institution before the project. We have not received any payment from the client at present. We have also explained this issue to the customer.

  Customer response

  10/02/2023

   I am rejecting this response because:
  
  The merchant claims that they will accept the return but has not provided a return shipping address or RMA number despite asking 10 separate times (3 via phone, 7 via email), all documented between August 29th and September 11th.  The merchant stated that I would need to return the equipment in the original packaging, which I replied that I still had and would use.  The merchant also said that the equipment would need to be returned undamaged, which I replied that the equipment was in good condition (other than not functioning correctly) and would send it back in that same condition.  The merchant said that they would inspect the equipment upon return and make a determination of a refund based on the appearance and other aspects.  I acknowledged that they would need to inspect the equipment for damage, but they did not clarify what "other aspects" meant when I asked what criteria they would use to decide on a refund.  This has been a moot point, however, as they have not yet provided a shipping address or authorization.  I called customer service on August 29th, September 1st, and September 5th.  The agent said that she acknowledged my request, needed to request authorization, and that I should expect instructions via email, which never came. I emailed the request for return instructions/authorization on August 30th, and September 1st, 4th, 5th, 7th, 10th, and 11th.  The merchant claims to not be refusing the return but has not responded with the return information to any of these 10 requests.

  Business response

  10/04/2023

  Firstly, the customer purchased the product on August 20, 2023. Then on August 27th, the customer reported that there were issues with the product and sought our help. We inquired about some specific information from the customer and then provided feedback to the factory's professionals for confirmation. We provide immediate feedback to the customer that they can receive replacement parts for replacement.
  The customer did not agree to our suggestion to resend the accessories due to concerns about the delivery time of the accessories. We inform the customer that once they agree, we can immediately send the accessories. And during the communication process, we also stated that if customers feel there is a loss of time waiting for accessories, we can provide them with a free honeycomb board as compensation. The customer still does not agree and requests the return of the goods. We have also agreed to the customer's return request. We have stated that we will refund the payment to the customer upon receiving the return.
  But according to our return policy. If the product is damaged after use, the customer needs to bear the return cost and ensure that the product is returned in the original packaging box. Therefore, we explained the issue to the customer. The customer did not return the product in the future.
  Additionally, due to the customer initiating a credit card refusal from the payment institution. Therefore, this payment has been deducted from our account by the payment institution before the project. We have not received any payment from the client at present. We have also explained this issue to the customer.
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have asked for compensation for them not sending out a replacement for a nonworking laser over 2 weeks ago (June 4th 2023) causing me to lose business. it is a breach of contract. I had to buy another laser ($700)(June 12th) to continue to do business for more customers as orders continually come in. I asked them to send me and extension rail kit for my laser and a rotary roller, together under $500. I have lost more money than that. their arguement is they are sending me another laser that works. replacement is to be expected from a gauranteed part that was not working within 6 months. Atezr should be responsible for business lost as one of their advertisements are specifically says "Generate Income" so while not having a working laser within an acceptable amount of time equals out to false advertisement. It has been 16 days and I still do not have the replacement

  Business response

  07/07/2023

  We received an email from the customer in March, saying that the engraving effect of the machine is not good, and the customer is not willing to cooperate with us to check the problem, and thinks it is very cumbersome. So in order to appease the customer, we sent the customer back with a free return label, and resent a new laser head, which is an accessory worth about the same as the machine.
  
  In May, the customer reported that the laser effect was not good again. There is no way to completely judge whether it is the customer's operation problem or the problem of the machine accessories, and the customer's mood is not very good. We just want to Help the customer solve it as soon as possible, so we will apply for a new laser head for free for the customer. The previous laser does not need to be returned. Shipping takes time as the warehouse needs to be stocked. So sorry for the delay, we will try our best to shorten the time for reissue of this accessory, so that customers can receive the accessory as soon as possible.
  
  ********************************
  2023-06-28 13:57
  Port *****, MI, Delivered
  After the customer received the second new laser, he did not contact us where it was damaged. Just review the bad review. Here we need customers to contact us, what is the problem. Customer descriptions, pictures and videos are required to verify if the problem exists. We will definitely help him solve the problem.
  
  We will also conduct quality inspection when we ship, and it will not be a damaged product. So far, we have sent two laser heads to the customer, one is worth about 800 US dollars, and the customer wants us to send an extension kit and roller, which is about 500 US dollars, sorry we really can't afford such a big loss, we can apply up to 1 accessory as compensation, just to satisfy our customers.
  
  It takes time for our accessories to be sent back, and transportation also takes time. I hope you can understand, and we will continue to improve in the future. Here is our warranty policy, you can check it.
  ****************
  
  Atezr has always been customer-centric, and we are committed to serving every customer well. Our products and services have also been affirmed by many customers, hoping to confirm the real situation.

*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. ↩