Thank you for choosing Bambu Lab. We deeply appreciate your trust in our brand and products.
We sincerely apologize for delays in delivering your orders. The overwhelming response to our Black Friday sale exceeded expectations, and both our warehouse and courier partners faced challenges in handling the increased demand. Insufficient vehicles and delivery personnel further compounded the issue, which stemmed from underestimating the order volume.
We take full responsibility for these delays and are working closely with all involved teams to resolve the issue.
To improve our delivery process, we have increased warehouse staffing and partnered with additional courier services. These measures will help us handle orders more efficiently and ensure timely fulfillment in the following days and for future sales.
If instead of waiting, you would prefer to cancel your order, please contact our Customer Support team here: General Ticket - Bambu Lab.
Please make sure to select the right issue type: Issues with existing orders → Cancel Order → Others. We will review your request and respond in 24 hours.
We recognize the need for better planning, including improved demand forecasting, expanded warehouse capacity, and stronger logistics partnerships. We are committed to learning from this experience and making necessary improvements for future events.
Thank you for your patience and understanding. Should you have any questions or concerns, our Customer Support team is here to assist you.
Warm regards,
The Bambu Lab Team
Previous update
Dear Valued Customers,
We want to start by saying a heartfelt thank you for making our Black Friday sale such an incredible success. Your support means the world to us, and we’re truly grateful for the trust you’ve placed in us.
With such an amazing response, we’ve seen a significant surge in orders. Unfortunately, this busy season has also caused additional delays with our courier partners, and we understand how frustrating it can be to wait for a package you’re excited about.
Please know that we’re doing everything we can to get your orders to you as quickly as possible. Our team is working tirelessly, day and night, to ensure every package is shipped out promptly and delivered in the shortest time possible.
We’re truly sorry for any inconvenience this unforseen delay may cause and kindly ask for your patience during this time.
Your understanding means so much to us, and we’re committed to keeping you updated until your order is safely delivered.
If you have any concerns, please don’t hesitate to reach out to our customer service team—we’re here to help.
Truly understand that it could be delays, however you told me in the live chat that the already had been made (we’re they lying in the support just to calm me down). There is no update however on the tracking and the carrier have ensured me that there is no problem or delays in their system. Making it worse is that I get my filament tomorrow, but now update on the printer (weird as I ordered at the same time), so you should have sent them at the same (despite being two different packages).
Furthermore, when trying to contact you today in the live chat, I waited a very long time to get in contact at first, were thrown out of the conversation, waited again a very long time and then the chat closed on me again after being welcomed and explaining my problem.
Our chat support team is also experiencing a high demand and they are doing their best to help everyone with their queries.
Please note that in some situations, the tracking number might take a few days to be updated.
Unfortunately, in some cases, it is not possible to further speed up this process and I assure you that our team is doing their best to handle everything as quickly as possible.
We appreciate your patience and we hope you get your printer soon.
That may be, but you shouldn’t be kicked out (twice in a day) when asking a question in live support.
Secondly, I have waited now for 72h after being ensured that the shipment add left your warehouse. I contacted the carrier as per recommendation in the FAQ, and they ensured me nothing was wrong with the tracking and that they haven’t received any package from you. This makes me as a customer really being lied to (especially when being ignored by the live chat after pointing to the problem).
Hiring more people helps with these issues. Its a reinvestment in customer satisfaction. Normal business practice when sales are higher than you can handle.
Can you give any information about the quantity of printers that are currently in stock and ready for shipping? I think it would be valuable to know for most customers if the warehouses are currently out of stock. At least, this would help some customers to estimate a rough shipping time (either days or weeks).
When I bought mine it said in stock, EU store (thereof the reason why I bought it directly from the supplier), as I need it pretty swiftly. As of writing this, the website still says in stock.
The problem is that the shipping labels are created, but they are not delivered to the shipping companies. I think that they know that printers are available, but they maybe need to be shipped from China to Europe first, which might explain the delays. Not sure though…
This is just not true. I have ordered things a week ago and all items were “in stock”. It was divided into two shipping labels, one of them already arrived and the other still says:
You can’t fault your shipping partners here. Either it wasn’t in stock (which I suspect) or you have a week delay within your warehouses (unlikely since part of the order did arrive).
If you would just say things are out of stock or due to arrive with an expected delivery date it will all be ok. But now I am waiting on some springs for a design for the Castle Contest, that should have been in stock.
So please provide reasonable delivery dates beforehand on the website, because this is clearly not DHL being slow but just DHL not being handed the package.
Maybe, I only see that it should be picked up in Germany (I assumed it was there their warehouse is). The only weird thing in my case is that have been claiming to send it, at the same time as my filament (which arrives tomorrow while the shipping hasn’t even been updated for my printer)
Exactly my reasoning as well. My shipping courier is DPD, which I have no previous history with, so anyone know if they would be so slow in updating their delivering status as Bambu lab claims?
If you can’t handle the extra workload, don’t have a sale.
You had a sale last year and the same thing happened, you had one in the summer the same thing happened.
You finished the Black Friday sale and immediately jumped into another sale.
I like paying less, but, but at the expense of the constant failures, repeatedly blamed on a lack of staff you refuse to add to and your delivery partners (some of whom are the worst ones you could possibly choose), who in most cases have nothing to pick up as you haven’t got the order ready.
I received confirmation my orders, split into four separate packages over two delivery partners across two days were shipping and then nothing,
Your tracking information is beyond useless. I have received just one communication out of four split deliveries from you.
Your printers are the only thing keeping you going as your customer service are entirely useless, your support staff rarely answer the questions asked and your logistics are appalling.
So… Black friday ended last week, people were already complaining since then and @MakerWorld@SupportAssistant remembered to come to the forum on the 6th of December and write something nice so that people would understand.
See anything wrong here? This should have been addressed as soon as you had shipping problems.
To add more, as most people, the shipping label for my order was also created a few hours after the order was placed and it’s sitting there, on the “order transmited”.
Since then it didn’t move and so instead of writing here i called DPD, in my case, and they told me, on 2 different occasions and different telephone numbers (just to be sure), that they have no indication of that shipping label and their service is working as it should.
I also had a delivery from amazon yesterday, from the friendly driver that comes here all the time, from DPD, and asked about orders and if they are getting that much work and he said a big round “No” while laughing and explained that maybe next week things start to get rough.
If you didn’t had the stock, you should not have sold those as “in stock”. In my group there are people that ordered printers after me and they got it already and some, like me, that still don’t. Also, fix your warehouse and employees. There are lots of cases, and critical ones, where people that ordered a X1C got a p1p/p1s instead. Or people that bought filament and they are getting wrong colors, or less than what they have ordered and so on…
Another take on this. Your German warehouse does not show that “high order flow” or drivers moving day and night as you make it seem.
Be clear and at least check the stock and inform people instead of letting us, the people who made your company grow, in the dark and lied to.
Calling DPD and talking to their drivers in person show that they are not “full” of work. Not yet. Also after calling them, they gave me the information that they didn’t get authorization to pick it up yet and if they take long, then it will be hard to deliver that order before Christmas.
Also, not me but somone close to the warehouse, confirms that is pretty quiet around there.
Edit 9/12: Since we can´t answer anymore i´ll add the update. Called DPD again today. They still don´t have any package. It´s only a digital order from Bambu, in their warehouse, that probably has no stock. Bambu also keeps stating in the store that the leading time is the same, about 3 days. Also everything in stock, at least in EU Store. Making another new order says that everything will be delivered as normal, with stock available when clearly there isn’t. It´s misleading and anti EU consumer rights and should be treated as such. Tickets are responded with " blah blah blah 1 to 7 days from now" everytime. Everytime they answer, they add another 7 days, if you get lucky and get a response.
Update 10/12/2024:
Finally got another response from DPD. Going from department to department until they found the digital order. No package was delivered to DPD from Bambu, at least any of mine. The tracking number exists only as a placeholder. Bambu keeps blaming the Black Friday sales (yet having another sale?!) and the delivery companies, that until now, are operating really nice and not as stressful as last year. This was told to me by a DHL employee also.
Another great thing that confirms they are lying. DPD came with a delivery for me. Something i ordered 4 days ago, before the weekend. I asked if the driver could answer some questions and even tipped him for his time. He showed me the back of his van so i could see the volume of packages, and said, and i quote: “those companies are always trying to blame us for everything. We are still delivering as normal, at least until middle of this month”.
Bambu store still shows stock in warehouse and deliveries in 3-4 days to EU.
Making a new order is still possible and is automatically fulfilled and then goes into the same state as everyone else. Tracking number given and it sits there.
Had to ask friends to order something so i could test my theory. I paid them and they ordered. Right away order is “Fulfilled” and given a tracking number.
Also, orders are still being sent randomly and not in order of arrival. This is not because of the Black Friday Sale. This is not because of Christmas time. This is because they sold more than they had, as these companies always do.
Truspilot seems very active also, people are wrecking the company image, sadly.
Thank you for choosing Bambu Lab. We deeply appreciate your trust in our brand and products.
We sincerely apologize for delays in delivering your orders. The overwhelming response to our Black Friday sale exceeded expectations, and both our warehouse and courier partners faced challenges in handling the increased demand. Insufficient vehicles and delivery personnel further compounded the issue, which stemmed from underestimating the order volume.
We take full responsibility for these delays and are working closely with all involved teams to resolve the issue.
To improve our delivery process, we have increased warehouse staffing and partnered with additional courier services. These measures will help us handle orders more efficiently and ensure timely fulfillment in the following days and for future sales.
If instead of waiting, you would prefer to cancel your order, please contact our Customer Support team here: General Ticket - Bambu Lab.
Please make sure to select the right issue type: Issues with existing orders → Cancel Order → Others. We will review your request and respond in 24 hours.
We recognize the need for better planning, including improved demand forecasting, expanded warehouse capacity, and stronger logistics partnerships. We are committed to learning from this experience and making necessary improvements for future events.
Thank you for your patience and understanding. Should you have any questions or concerns, our Customer Support team is here to assist you.
Again, delayed shipping is not the main problem here.
The main problem is the intransparent communication to your customers. Nobody knows if their printer will be delivered next week or next year. You should inform each customer about the reasons for the shipping delays, as well as providing a reasonable shipping date instead of copy/pasting messages which state that the situation should go back to normal in 1-7 business days.
Unfortunately, we are unable to provide exact estimations for every situation. Everyone is doing their best to solve this problem in the shortest time possible, so customers can get their order ASAP.
If possible, we will share a new update when there is more clarity in the next few days.
Just disclose when stuff isn’t on stock and when it is expected to be in stock again and shipped. I just don’t believe it was in stock because the other half of that order was delivered promptly
This is what the customers expect. If you give updates about the warehouse/shipping situation more frequently, customers at least know that somebody works to resolve this problem.
You should also make sure that your live support chat is working. It has been down for the past 6 days at least during the business hours…
I really hope that you improve your customer service, because this was a horrible experience for me (and many more customers)… This is really sad because the P1S is awesome!
