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April 2024 by Orlando M.
I placed a large dollar item order on 4/8/24 for a Voron 3D printer along with some other components which I now canceled due to lack of shipping capacity and zero activity when the items will ship. Usually that is a bad sign, indicator that this business doesn't know what the hell they are doing. I called the next morning and asked for an update after waiting on hold for 20 minutes. They had no idea what the delay was. I called again the following day on HOLD again for 15 minutes, still no clue what the delay is. I finally had it and canceled and asked for a refund. Matterhackers...What a sham. "We pride ourselves on fast shipping. If you order an in-stock item by 1:00 pm Pacific Time it will ship the same day and, for U.S. orders, will normally take 2-3 days to arrive."
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March 2024 by josue betancourt
Great Customer Support that will always come through and solve your issues. Their reps have great flexibility when it comes to providing solutions.
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March 2024 by Juan Garcia
I purchased a J1S printer .Since day 1 had all kind of issues I have 3 times sent a request for support as they told yet to hear back . They want to charge me a 15% restocking fee for a defective printer and shipping .That's what happens when you try to support some of the smaller businesses .They won't even get back to me even tried to get help from snap maker they couldn't figure it out . And Matter Hacker wont even get back to me. That's why amazon is your best bet. No hassle returns .
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February 2024 by Elijah Burtner
Very nice support, they dealt with an unfortunate issue with the supplier. They have a dedicated support team which made it much easier as most 3D printing shops do not.
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February 2024 by Rifle C.
They sold me a defective Craftbot FLOW 3D printerr and now they are ghosting me. the screen freezes after about 3 or 4 touches. Can't upload firmware, heat up the extruders, nothing. The screen just freezes and then it is unresponsive to touch. The LCD monitor feels overly warm. This is NOT PLUG AND PLAY as they advertised, and currently this $1000.00 investment is useless to me. All I want to do is print!
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October 2023 by david bernal
UPDATE: technical support from MH reached out and was very adamant on making things right. They took the defective printer back and had a new one to my house the next day; was actually amazed at how fast they got a new one to me. I think the bigger issue is Crealitys product and not the fault of Matterhackers. They were very professional and helpful throughout my ordeal and in the end got it fixed.Very frustrating experience. Was going to go to Micro Center but thought I would see this place since it was fairly close. Ended up purchasing a k1 max online, shipment and everything was very fast and on time.The printer however is a different story. Received the printer, worked for about a day and then completely bricked. Getting error 2505 and when I finally got in touch with Creality they told me the mainboard needs to be replaced. After that creality has been 0 support. Matterhackers is falling into that category. I make my income with my printers and so far customer support has been extremely slow, as in 1 email a day. And each time it goes to my spam folder so I don't even see it right away. I apparently cannot get the part replaced because they haven't deemed the printer unoperational...this baffles me. So I am currently left in the dark waiting on an answer because I apparently can neither return nor exchange the printer without paying a big fee. Not sure I'll be back here.Just to be clear, at no point was anyone at MH rude or anything. Quite the opposite. They are always extremely nice and respectful. It is just the process of all this that is frustrating. Don't see how they can sell me a defective printer that I've had less than a week, and charge me 15% of a $900 purchase for a return or exchange on top of shipping.
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September 2023 by Tom O.
Overall, I have not been happy with their PLA filament. I usually purchase HatchBox from Amazon, but thought I would try this at my son's urging. The filament is nice, but I've had too many spools that are wound so poorly that the filament broke or just prevented extrusion. On one occasion, they very reluctantly replaced the spool but tried to blame me for messing up the spool. I've not had any other brand have this problem. I've had it and won't buy anymore MatterHackers PLA.
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September 2023 by P CK
I ordered a Creality K1 Max 3D printer from Matterhackers on July 25th with the understanding it would be in stock and available to pick up on August 21st. On the 20th I was told the order was pushed back to the 31st but the filament was shipped. I contacted their office and was told the filament wasn't really shipped and it was being held there for my pickup when the printer arrived. I received an email today indicating it was in stock now. I called their office and asked when I could pick up the printer and filament. I was again told the filament was shipped. I told them I requested to pick up my order and they told me even though the online status indicated a shipment it was actually being held for pickup. I made an appointment to pick up my order and when I arrived they had the filament ready but told me they didn't have the printer there.I'm cancelling my order.Update: Trying to cancel order so I can pick one up today at Microcenter. An offer of no-charge shipping by owner below was for readers benefit because shipping was free anyway! Now if Matterhackers wanted to make this right they would have it overnighted one to me.Update: Matterhackers called me and wants to make this right. Let's see what they come up with.Another update: Matterhackers called me this afternoon and apologized for the issue and offered to expedite a shipment directly to my house for delivery early next week. I received a shipping notice shortly after with a tracking number. This is an acceptable solution so I have changed my review to a positive outcome.Update August 30, 2023 - I received the printer Monday but it is defective. The printer cannot print the supplied test print with the supplied filament. It try's to print 2-3 mm above the bed so the print comes loose and filament keeps extruding all over the place. I confirmed that the AI feature was on but it did not detect a bad first layer or spilled filament to shut itself down. It just kept extruding filament into thin air. I spent a considerable amount of time on Creality "chat" with no luck. I emaild Creality support Monday but haven't heard back. I emailed MatterHackers today and requested an RMA to return the unit. I included pictures of the failed print attempts and a copy of my chat with Creality. Let's see what MatterHackers does.Update Aug 30 2023: Just got off phone with MatterHackers customer support. They were quick to get back to me and offered a refund or additional support on the purchase. While the purchase of the printer was a huge dissapointment MatterHackers has provided the kind of customer service one would expect from a first rate vendor.
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August 2023 by Eric S.
They sent me the wrong product, ghosted me for a week, then forced me to spend 2 hours finding shipping materials, printing shipping labels, and waiting at the Post Office, to fix THEIR mistake. They should've sent the correct product, with a shipping label to send their mistake back. They wouldn't even send the correct product until I prove I sent back the item that they incorrectly sent me.
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June 2023 by Juan David
Great people work here
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June 2023 by Matthew
Buy from here at your own risk. I purchased a Creator 3 pro from them and it shipped from the factory in china. the unit was damaged in soooo many ways. I tried to take it to Matter hackers and they said it was up to flash forge if it is going to be repaired or replaced. I further expressed that aside from the quality issues the software and performance of the machine was very poor and that i wanted a refund. I was then informed that I would have to pay a 15 percent stocking fee and 214 dollars for shipping. Honestly, I'm just going to strip this thing for parts and take the loss. I ain't ever buying from them again.
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June 2023 by John E.
I always get the wrong size fillament. I order 1.75mm and poof 2.85 shows up at my door. Then when I check my order, the order has changed. This has happened 4 times and I think they run out of the 1.75 so they change the order to 2.85 and ship it anyway.
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June 2023 by Atria Jamshidi
I had an excellent experience working with Chris Morgan at MatterHackers. Their wide range of 3D printers and printer supplies is very impressing. The customer service was top-notch, especially thanks to Chris, who went above and beyond to assist me with my prototyping needs. I highly recommend MatterHackers for anyone looking for quality products and exceptional service when it comes to 3D printers and prototyping!
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April 2023 by Love Tacos (Da Jew)
Buy from here at your own risk. I purchased a Creator 3 pro from them and it shipped from the factory in china. the unit was damaged in soooo many ways. I tried to take it to Matter hackers and they said it was up to flash forge if it is going to be repaired or replaced. I further expressed that aside from the quality issues the software and performance of the machine was very poor and that i wanted a refund. I was then informed that I would have to pay a 15 percent stocking fee and 214 dollars for shipping. Honestly, I'm just going to strip this thing for parts and take the loss. I ain't ever buying from them again.
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March 2023 by Victorytoolworks
MatterHackers has 5 STAR customer service! Thanks for keeping American customer service alive!
