A LOT of people have currently two main issues with H2D delivered in the UK.
Courier Company - XDP …
Company is known as one of the worst delivery company for heavy goods in the UK. I have been dealing with them (unwillingly) for a decade now and several issues have never changed, and if anything, get worse.
They have 0 Customer Service. It is impossible to get hold of them. Tickets are never, or very rarely, answered, promised delivery dates have come and gone and so on. In fact, I once had to wait 7 weeks !!! for a delivery of a lathe. The reason given was that they cannot just send a delivery truck into my area for myself but had to wait for the truck to be 100% filled. So it is somewhat of a post code lottery when you’ll be getting your deliveries.
Cost
You charge £90 in the UK for the H2D delivery. Whilst it is understandable at the weight, you also say this is due to the 2-man delivery.
The box says 2-man … the order says 2-man, the tracking says 2-man. It seems the majority here arrives with a single man, who can barely lift the box and therefore slides / kicks it around and you as a customer got no choice but to help, which might not be possible for everyone. XDP also asks to sign a waiver to ensure that any damages caused by delivering to a room of your choice cannot be claimed for.
He refused and dropped it at door step.
Solution
Either - RESEARCH delivery companies. Or even better offer options. If people want to rather spend £200 delivery but can ensure the printer is being shipped on a pallet with a known provider, then give them the option.
I don’t know how you selected the courier - but if it was based on price, then I need to say that we aren’t even getting what we paid for (mainly 2man delivery).
Another 2 man, single man delivery for a H2D in the UK. He did have a little wheeled tip handler thing but there was no-way it was getting delivered to a ‘room of my choice’.
Luckily I’m not incapable of humping it up the stairs but it’s an expensive sub-par delivery service.
I’ll join the XPD complaints.
On 29/03/2025 my H2D was delivered . 1 man instead of 2 as is the XPD way.
Damaged in transit.
Bambu insist on using XPD for returns, not that i could find another company as a private individual who would take the 42kg box.
Bambu support agreed my printer was faulty beyond the scope of DIY repair and initiated return
XPD have been issued 5 collection notes by bambu, each time not collecting, not making contact, nada, nothing.
I’ve emailed XDP using an account mananger email address someone gave me. she replied saying she would talk to depot but still no success in arranging a collection . there live chat never replies. there trackingsupport email gets no replies. in fact there is a facebook group dedicated to XDP complaints and on there they even have ex staff saying how bad they are. I managed to talk directly to a XDP driver who said they are just thrown around in the warehouse.
this week on monday XDP finally sent me a email at 10:30am on monday. collection booked for today, at 10:33am another email saying i was next on the route and gave me a 2 hour timeframe of 11:33am - 1:33pm . then silence … at 2pm the status on there app changed and a picture of a random car park somewhere with a 9:30am timestamp on the photo appeared on tracking, still saying not collected. then silence . no collection, no update, no new collection info. all 5 outstanding collection notes issues by bambu still saying “not collected.”
Bambu’s response to add to the 12 pages and over 50 message of to and from support messages beween me and bambu pleading for a resolution.
Hello，
I sincerely apologize for the inconvenience caused.
I am the colleague responsible for returns, and I will continue assisting you with the return process.
We apologize again for the repeated inconvenience. I have just checked with the logistics department, and after discussion, they suggested we try XDP once more. This time, we will provide the tracking number to our local warehouse in the UK in advance, and the local warehouse will communicate with XDP.
We will do our best to arrange a pickup for you.
If you are willing to try again, please let us know if you are available next Friday to arrange for the pickup, or suggest another time that works for you. Thank you
If you have any further questions or need assistance, please don’t hesitate to reach out.
Best regards,
Bambu Lab Customer Support
The laughable part… “If you are willing to try again”. excuse me ! what else can i do . you have my money. i have a broken printer. you are in china/hong kong. and XDP depot nor Super smart service depot will allow drop offs or collections by your customers !
Lesson learnt . i would not buy another printer direct on release from bambu if they use XDP as the carrier. i would instead sadly have to wait and buy from a 3rd party vendor such as additive-x as being UK based have to provide customer service and warranty.
XDP are tarnishing the reputation of Bambu and its amazing they are still beign used.
I was going to get a H2D to play around with at home, I googled how they delivered it in the UK because of the weight - Nope. Not happening.
My experience of XDP is
Tried to deliver a pallet of filament on a van with a pathetic tail lift that didn’t support the weight of the pallet, wouldn’t let us unload by hand because of health and safety fears, had to deliver a week later
Delivered something so heavy it legally required two people to move… sent one guy… que me being in the back of a huge trailer moving it (no problem with H&S this time?)
At least use Crushnels… uh, Tuffnels, they are at least a professional outfit, even if they do have a bad nickname in the UK
You guys in the UK are upset… I’m in the US and ordered an H2d combo and right after the shipment left the city in California (3,000 miles away from me) the tracking reads Failure to deliver.” Bambu Live chat told me the label on the box was unreadable and they replaced it but for further info and an investigation I have to put in a general ticket which I did. So the shipment left the warehouse city and already we have a problem. What’s the chance this thing makes it to me 3,000 miles away in working order.
Tell you what if that h2d is not running at least as good as my other printers I’m going to raise hell.
To my opinion, a 1-man delivery should be no problem as long as the correct equipment is used.
Mine was delivered by DB Schenker by one guy, but the package was placed on a pallet and moved with a lorry to the correct location.
Package was perfectly in order.
But yeah, the transporter is a very important part in the chain to get a good printer on your doorstep.
They steal, and they lie. The police have to get involved to solve some things.
All the while, BL does nothing. They also lie about the things they say they do, yet are provably not doing (I have the Subject Access Request data to prove it).
I have asked BL to use a different courier, but they don’t care.
They will not read this, they will not respond, they will not do anything.
I assume they see their lack of interest as a badge of honour, I struggle to see it as anything else.
Be careful about using the honest approach I do, as they retaliate by suppressing your models, in my experience.
My H2D day1 preorder has now been with XDP for… 11 days.
Contacting XDP is pointless, as they hang up on any customer service option which is a complaint or a request for updates.
Contacted Bambu customer service multiple times. At first they said to “be patient”, and then after several more days they said that it “had been delivered” (no, it hadn’t, it hadn’t even been processed or attempted). Managed to convince them that they were wrong, and my most recent response said “it is now being investigated, you will hear back in 8 days”.
EIGHT DAYS?!?
So my response was basically saying that I expect to get a full and immediate refund of postage costs at the very least, and they can take it up with XDP themselves. I’m seriously considering starting chargeback procedures at this point.
I’m usually the first to defent bambu customer service during their busy times, at least back when they were a new company, but they should have resolved all those issues by now and there really is no excuse anymore.
More that the company are charging to 2 man but only 1 arrives. Plus manual handling law means that H2D combo box weighing in at 46kg is way above the 23kg 1 person handling limit and that’s reduced by a lot of factors.
TL:DR, delivering a H2D with one person in the UK is a breach of H&S law.
It doesn’t matter where in the world they are, they are conducting business in the EU and UK and so are required to comply with GDPR/DPA rules. Their privacy policy covers this in detail…
Interesting, they both told me it’d come from bambu when it came out - Might rethink my purchase for home then - Additive x and 3D Prima are more reputable/quicker than Bambu, too.
