Bambu Support holding €2.800 refund because of a laser they shipped themselves

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1

I honestly never thought I would have to write something like this, but the last days with Bambu support have been one of the most frustrating customer experiences I’ve ever had.

I ordered a printer and paid almost €2.800 in advance.

On the agreed shipping date I suddenly received a message that delivery would be delayed for several weeks.

Annoying, but delays can happen.

However what happened next is completely ridiculous.

Bambu decided to ship the laser module separately, even though I ordered a bundle with the printer.

Now they are refusing to refund my money until the module physically arrives back at their warehouse.

Let that sink in.

They are currently holding nearly €2.800 because of a small accessory they decided to ship without me asking for it.

I have already done everything they requested:

  • photos showing the module is in perfect condition

  • the labeled return package

  • proof of shipment

Yet support still insists on waiting until the package arrives before issuing the refund.

If I were returning the entire printer, I could understand this policy. But this is just the laser module they decided to ship separately. The support experience itself has been equally frustrating.

You constantly get the same copy-paste responses, being told to “wait for specialists” while nothing actually moves forward.

At this point I’ve completely lost trust in the company.

And honestly, Bambu can keep their products if this is how customers are treated when something goes wrong.

I’m posting this here because I’m genuinely curious:

Has anyone else experienced something like this with Bambu support or refunds?

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2

Similar experiences, but statutory warranty rights (H2D first batch). In the end I was left with them stalling. Enforcing with a consumer rights lawyer would be next step in line due to Verbraucherzentrale ending support with the first reply received from Bambu. I can feel you and the pain.

Had logistics arriving and leaving entire new machines at curbside when statutory warranty claims are supposed to be free of burden (must be delivered to site of use).

Repeated delivery attempts failed. They even promised they’d order the extra services.. but never did.

The compromise I was asking for: delivery to site of use, forward costs to me, I’ll pay > was impossible.

When I asked support about delivery options they admit after some stalling that they cannot book this extra service due to made-up things. That’s telling how serious they take customer feedback, how comfortable they are to adapt processes and what value feedback / customer happiness has.

3

I also made several suggestions to them. For example, I proposed that they could simply charge me separately for the laser module and then refund the remaining amount immediately, and once the module arrived back at their warehouse they could close the case.

It simply makes no sense that they hold the full printer payment just because they decided to ship the module in advance.

Honestly, I suspect that this whole system exists to deal with delivery delays that they already know about in advance. By sending the module first, it makes it as unpleasant as possible for customers to cancel the purchase, so people might just give up and wait until the printer eventually arrives.

My problem was that I relied on the delivery date when placing the order, because I urgently needed the machine as a replacement.

What I wanted was a fast refund, because I would have simply ordered the H2C from 3Dprima, since they actually have it in stock.

But of course I had no intention of paying for the same machine twice while waiting for Bambu to finally process the refund.

Well… now things turned out differently.

Yesterday I ordered a Prusa XL, which will be delivered next Tuesday.

I will now gradually sell my other Bambu printers and switch to alternatives.

And honestly, that’s actually a shame, because in my opinion Bambu currently builds some of the best printers on the market.

But this is simply not how you treat customers, and I won’t accept being treated like that.

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Laser module(s) will be shipped in separate boxes.

That is right off the website. It doesn’t say when/after you get the printer, it says separately. It may not have even came from the same warehouse. I have had orders for parts that shipped from 3 different locations. So once it was in the system, the warehouse(s) see it as two different shipments, not one. YOU then cancelled the order and now want them to give you your money back before you ship it back to them.