I placed an order on the Bambu Lab store on Monday morning. I had a few items in my basket and went through checkout.
An item was removed (possibly due to a lack of stock) without informing me.
The BL PLA Basic Maroon Red kept going in and out of stock all day while I was ordering.
I added 5 refills (two of which were Maroon Red) and 1 with a spool.
I have received 4 refills (one is Maroon Red) and 1 with a spool.
What I added to the basket cost £65.56, but what I ended up ordering was £65.05.
The order had 5 spools, but I had added 6 to the basket. Due to the discounts, the price was almost identical.
Because they removed one of the Maroon reds and the totals look nearly identical, nothing was said by the checkout or basket sections, and I did not notice.
51p more and I would have a whole extra filament.
But, as they did not alert me to the change to my already added items, I only found out when I thought there was a spool not shipped, having opened the box that arrived.
Really annoying (I wanted to write better four-letter words).
If the basket or checkout is going to remove items for any reason, including stock issues, there MUST be a warning that requires dismissal by the shopper.
A line item for each removal or quantity change, as it was for me. It should be bold and red, possibly with a red background to the entire line, with an explanation underneath it and a dismiss button.
Changing the quantity from 2 to 1 and the price remaining almost identical doesn’t make anything clear or honest.
I could have chosen another filament had I known. This feels like theft, fraud, and purposely misleading. That might not be the intent, but this occurred before the recent changes to the store, and they still have not fixed it, intentionally, who knows.
@BambuLab, get this fixed ASAP.
[Update]
Customer ‘support’ has replied, yet again failing to read what was provided and denying their responsibility in their system’ failure, despite legal obligations on selling products in the U.K.
Thank you for reaching out to Bambu Lab support. We’re sorry to learn that our product has not met your expectations. Rest assured, we’re committed to providing you with the best support and addressing your concerns. Your satisfaction is our top priority, and we’re committed to doing everything possible to assist you.
-
It removed a product during the sales process without informing the customer that it had done this. This did not meet my expectations and failed to follow legal obligations.
-
If my satisfaction is your top priority, you would have issued a gift card or shipped me a PLA Basic spool (I do not care which colour) after I pointed out the issue; you have not and are refusing to do so.
-
If you were committed to doing everything possible to assist me, you would have issued a gift card or shipped me a PLA Basic spool (I do not care which colour) after I pointed out the issue; you have not and are refusing to do so.
Unfortunately, we’re unable to make changes once an order has been placed. We kindly ask customers to review their shopping cart contents before completing payment, as a full list of items is displayed before checkout.
- It was YOU who changed the order and failed to inform me. I DID review the basket, again, it was YOU who changed the order and failed to inform me. You changed the order and hid that fact from me, the customer. The full list of products I added was checked by me, again, because you are ignoring this point, YOU changed the choices I made, and you chose not to tell me you did that.
We understand this is frustrating, but we’re unable to supply an item if it’s currently out of stock.
- I never asked you to supply something that was out of stock. I pointed out that YOU remove one of the two PLA Basic Maroon Red filaments I added to the basket. Had you told me you chose to remove one of the two, for (I am guessing) stock issues, I could have made an informed choice. You actively made decisions to NOT inform me of the change to my basket/checkout that YOU decided to perform.
Bambu Lab printers are great, I keep saying this. Bambu Lab Customer ‘Support’ is a group of staff who have no interest in the customer and fail to provide support even when they are legally obligated to do so.
Based on my experience, Bambu Lab have no interest in following any laws or being decent members of the 3D community.
Bambu Lab have not committed to fixing the floor in their system that removes products from purchase without informing customers.
A scummy decision by those who benefit from doing a poor job.
Examples of a few of my interactions:
- Several products were stolen by the drivers of the delivery companies that Bambu Lab uses, and in each case, Bambu Lab said, “So what?”
- Bambu Lab asked me to provide evidence that a product was not delivered. How? That is a dumb request.
- When I provided the photo evidence from one such incident that was provided by the delivery company of a house down the street, not mine, nor anyone in that house having the name of who accepted the parcel, Bambu Lab deleted the evidence and claimed they were not suppressing facts, they were censoring private information. A number plate was visible in the photo. Number plates are public information in democratic countries. I was being censored, and they pretended public information was private to hide their complicity.
- I had to get the police involved in that one; two staff members were arrested, and the package finally made it to me. Bambu Lab did NOTHING to assist. They lied that they had reached out to the delivery company. This was proven a lie after I requested a Subject Access Request (SAR) from the delivery company, which showed zero contact with the delivery company and multiple requests from the delivery company to Bambu Lab that went unanswered.
It is no wonder so many people are jumping ship. The Snapmaker U1 is a great printer.
This “we can screw over the customer” attitude they have was one thing when the competitors were far behind, but now several have better and faster options, it is business dumb.
