I wanted to share my full experience with a recent order from the Bambu Lab Store, because while I am extremely happy with the products themselves, the shipping and support experience was unfortunately very different.
I ordered an AMS Lite, around 10 rolls of filament, and a few accessories. The order was split into two shipments.
The first problem – wrong AMS
Instead of the AMS Lite I had ordered, I received an AMS HT intended for another customer. The package also contained shipping information belonging to that customer, which obviously should never have reached me.
I contacted Bambu Lab support and eventually received instructions to return the incorrect unit. What followed was a surprisingly long process involving photos, documentation, return shipping, waiting for updates and repeatedly having to follow up before the correct AMS Lite was finally shipped.
The replacement AMS Lite eventually arrived and works perfectly. The product itself is excellent.
The second problem – the filament shipment
Meanwhile, the second shipment containing the filament and accessories became stuck with DHL in Sweden.
The tracking showed that it had reached the local terminal, was loaded for delivery and then returned to the terminal. After that, there was no movement for a long time.
I contacted DHL myself. They confirmed that the tracking history looked abnormal and told me that, because I was the recipient, the sender would need to investigate the shipment.
So I had to open another support ticket with Bambu Lab.
This is where the support experience became especially frustrating.
Responses often took a long time, several replies felt like generic templates, and on multiple occasions it seemed that the person answering had not read the previous messages in the ticket.
At one point I was even told that the shipment had been “ready for pickup since August 27”, despite the fact that I had already explained that I had never received a pickup notification, had contacted DHL directly, and that another Bambu support agent had already confirmed that the shipment was considered delayed and was being investigated.
I frequently felt that I had to keep track of the entire case myself and repeatedly explain information that was already available in the ticket.
Credit where it is due
I do want to specifically mention Estelle Lion from Bambu Lab Customer Support.
Her replies were the clear exception during this experience. She appeared to actually read the case history, understood the situation, provided relevant information and communicated in a much more helpful and human way.
My criticism is absolutely not directed at every individual support employee, and Estelle deserves credit for the way she handled the case.
The final resolution
Bambu eventually agreed to replace the missing shipment.
The replacement order was split into three separate packages, and all of them have now arrived correctly.
So in the end, everything was resolved.
And this is the frustrating part:
I genuinely think Bambu Lab makes excellent products.
My A1 Mini has been fantastic. The AMS Lite works extremely well. The filament, reusable spools and refill system are all very well designed. I am genuinely impressed with the hardware.
But the experience surrounding this order has seriously damaged my confidence in ordering directly from the Bambu Lab Store.
I understand that Bambu cannot control everything that happens inside DHL or another logistics company. My main criticism is therefore not that a parcel was delayed or lost.
My criticism is the lack of clear communication, continuity and ownership from support once things went wrong.
It often felt like different support agents were handling small fragments of the case without anyone having a complete overview.
After this experience, I would still happily buy Bambu Lab products, but I will most likely buy them through a local reseller in the future, even if the price is slightly higher.
That is a shame, because the products themselves have been excellent.