Terrible Customer Service , Very unhappy

Creality Ecosystem Creality Falcon
1

To the Creality Australia Team,

I am writing this because I am beyond frustrated. I am absolutely appalled by the service—or lack thereof—I have received regarding my recent purchase of the Falcon 10W Laser bundle.

To give you some context on who you are dealing with: I am not a one-time buyer. I have been a loyal Creality user for years. I currently own four Creality printers, a laser engraver, and a Creality Lizard. Beyond just buying your products, I have spent years advocating for your brand as a reviewer on a Tech Radio show here in Australia. I have sent countless customers your way and spent thousands of dollars of my own money on your hardware.

The way I have been treated during this transaction is an insult to that loyalty.

I specifically went to eBay to purchase the Falcon 10W bundle (including the honeycomb bed, extension legs, and rotary tumbler) because your official website correctly showed that these accessories were out of stock. I was told that eBay had the stock. I negotiated in good faith, explained exactly what I needed, and paid $550 AUD.

To receive a message after I paid, stating that the accessories are actually out of stock and won’t arrive until the end of the month, is a classic bait-and-switch. What makes this even more infuriating is that these items are still currently advertised as “in stock” on your eBay store right now. You are knowingly misleading Australian consumers by taking money for products you do not have.

This isn’t just a hobby for me; I use this laser engraver to generate income alongside my primary job. By mucking me around and lying about your stock levels, you are directly impacting my ability to make money.

A generic, “I’m sorry to hear that, you’re a valuable customer” is a hollow and meaningless response when it isn’t backed up by action. I have been messed around, lied to about availability, and now I’m $550 out of pocket with a half-useless machine arriving and no idea when the vital parts will actually show up.

I expected some form of compensation for the massive inconvenience and the financial hit I am taking because of your errors. Instead, I’ve been told to just deal with it. This is completely unacceptable.

Let me be clear: this will be the last Creality product I ever purchase. You have lost a long-term advocate and a high-value customer because you couldn’t be bothered to manage your inventory or treat a loyal user with basic respect. I expect a response that includes a real solution and compensation for the drama you have caused me.

I am incredibly unhappy, and I expect better.

Regards, Grant S

2 Likes
2

Hi Grant,

Thank you for reaching out and for sharing the details of your experience. We’re sorry to hear about the frustration this situation has caused.

We want to let you know that your case has already been escalated to our eBay store manager. The eBay team will review the situation directly and contact you as soon as possible to work toward a resolution.

Thank you for your patience while this is being handled.

Kind regards,
Creality Falcon Team

3

I had replies like that, but that is as far as they care and escalating the case does not mean a thing if it isn’t actually cared about.

From eBay I received a K1 max with extruder and tool head defect and a CFS-C multi colour print system with half the parts missing, the most essential parts it needs to work. That instantly shut my business down. Now it has been killed and I look a complete amateur who couldn’t deliver what was promised. Creality has destroyed the last shot of a wheelchair bound hobbyist. I am so glad I didn’t buy the £600 scanner I intended to add once this setup was running.

It is now 6 weeks later, I have lost £1280 in revenue and lost most of my client list. Did creality care? nope. Nearly £1000 spent for a big paper weight and CFS-C. It has crushed a business that took me 12 months to build up with a decent client list. I begged them to get me the parts, and I mean begged. It was humiliating to be 100% blanked by creality.

Creality rep asked me the same thing over and over and over almost to the point it felt like a prank. No matter how many times I made it clear what was missing, again I was asked “what is missing” the next day. The next states it’s sent. I tell my clients “any day now”. 5 days later…. I asked for update or tracking number but instead the reply was “tell us what is missing”. I now look like a liar to my clients who needed these models.

Every other word I wrote was completely ignored, literally every single word apart from what was missing. Even telling them I am a wheelchair bound disabled man with a nerve disorder. So building a custom sculpting and 3D model design is damn painful. Now every single one was for nothing BECAUSE of creality. I am so angry about this and if I had the money, I would 100% sue them for loss of earnings and physical and mental torture.

Couple days ago I get told “sorry, the rep you spoke to is no longer with the company” and then proceeded to speak exactly the same as them so I think that was a lie or the customer support is entirely A.I? Either way, they are dead inside. Why isn’t this viral yet? people need to be protected from this ever happening to them.

Then I finally thought it was here just to find they only sent half of what was needed. Now it is irrelevant when I receive the last vital part for the printer and CFS because I have no reason to use it. I bought it especially for the designs I had built, so what use is it to me now when I have lost my entire business because of creality customer service, if you can call it that. So once I get everything or IF I get it, all of it is going to be sold and I will spread this entire story like wildfire. I may only have a modest 16 thousand followers, but they will repost and spread it. Every message with all creality reps and video proof of the damage caused by them to my life and equipment.

I just received a message telling me the last part is on it’s way and asked if I can be a little PATIENT?. This is the level of responding DILLIGAF that gets peoples jaws broken. Quite literally could not give a flying fork about the customers as long as they already have our money. If I bought a cable, sure, no biggie. But spend over £1000 with another £1000 ready to spend on more K1’s after the client list is completed, I then would have the money to buy another printer/CFS combo.

In 35 years I have NEVER come across a more disrespectful company with the weakest customer support I have ever had the misfortune to witness. I have tried to get the contact info for the creality legal team or a dedicated area to complain to someone who gives a fork.

There has to be a way to get justice here surely? this is disgusting.

Creality acts like Trump owns it.

Like I said, 6 weeks to send me a filament detector and cable. Both are needed for the printer to function, which means they have never been used. Just big shiny paper weights.

4

The 3D printer eBay store has nothing to do with the Falcon Laser team you’re answering to here, they probably can’t help you much. On paper these are even different companies.
For3D printer related issues please write in the 3D printer sub forum.

5

Oh I know. I am beyond asking for help so it’s ok. It is just an alarmingly weird coincidence it is exactly like my situation.