I recently received a new spool of filament where both the outer shipping box and the inner product box were visibly damaged. More importantly, the vacuum-sealed bag around the filament was punctured as well.
Support asked for all the usual details – photos of the outer carton, the inner box, clear shots of the damage, batch number, etc. I provided everything they requested. After that… nothing happened.
In the end, I managed to save the filament by drying it, but it took roughly three times longer than usual to get it into a usable state. In this case it was “only” PLA, which is relatively forgiving. If this had been one of the more moisture-sensitive and expensive materials, the outcome could easily have been a total loss.
Given that support had clear visual proof of the damage to both the packaging and the vacuum bag, I would have expected at least a gesture of goodwill – for example a replacement spool or some form of compensation. Instead, the only response was a polite but rather hollow:
“Wishing you many more successful prints ahead.”
No replacement, no partial refund, no voucher – nothing.
To me, that comes across as quite stingy. Mistakes and shipping damage happen, that’s understandable. But when the customer has done everything right and provided all the requested evidence, a company that claims to care about quality should be prepared to stand behind its products with something more substantial than a nice closing sentence.
I have gotten this on most of the spools that I have received recently. Even with the outside packaging intact.
I have also noticed loose spools, but that is another issue.
Very interesting considering my 12 dollar Elegoo Amazon spools never show up that way.
Not exactly a mystery, though: if you cram four spools into a box that’s about five times bigger than the contents, you don’t need a rocket scientist to predict shipping damage. Basic physics and common sense would have flagged that one. 
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I am saying that it is most likely a flaw in the packaging process as well. With no damage to the outside packaging, the damage has had to be there from the start (referring to the lack of vacuum seal). Even when ordering just one spool.
atm never received damaged spools (i usually buy 15 to 50 spools) but the % of tangled spools is drammatically increasing…
in the last 3 days i’m babysitting my printers as they ever stop due to tangles and it’s getting me stressed… wasting time… and screaming out loud… donno… but it’s on the “black fridays” spools that’s happening… maybe less controls… donno…
In my case it’s actually less – looks like we might have traded problems.
Also good to point, though i have not had any tangles, the spools are wound much looser on the refills than they used to be. Prespooled filament seems to be the same.
They said they are reviewing their packaging team and will take appropriate action. Let’s hope this leads to better shipments from now on.
Update: Latest delivery was perfect
Just wanted to follow up on this thread with some positive news. My most recent filament delivery arrived in excellent condition – no damage to the outer box, inner box, or vacuum bag whatsoever.
It’s good to see that the packaging improvements mentioned earlier may actually be taking effect. Hopefully this trend continues for everyone else as well.