Evan F.

I placed a $120 order right in-between (minutes) a 20% off and a 10% off sale. After figuring this out, I wanted to obtain the 10% off discount, (cause that's 2/3 of the way to another spool of filament). I emailed them, they didn't respond, so I emailed them a second time about modifying my order. Finally they reply, and after about 8 emails of me asking if I could modify my order, I could tell the rep just wasn't getting what I was trying to convey. I clearly stated I wanted to obtain the 10% off discount, and add to my order as well. Shouldn't be that hard. After much back and fourth, I basically came to the conclusion on my own that I would just have to cancel this order and re-order. Once I asked to cancel my order they told me they'd handle it right away and that it usually takes about 4-5 days to process. I figure wow that's longer than most places but okay. I wait, I wait about 8 days then I email them only to not get a response. I email them again, they tell me my return is being processed (which I was skeptical of cause I never got an Order Cancellation Confirmation) and I would have they money in 4-5 days. I explained to them that it's already been 8 days and that I would like someone to check the status of my return. I also questioned why I didn't receive the confirmation email. No response. On the 10th day with multiple emails sent to them I decide to call the Amazon Pay Department. (Luckily I used amazon pay for this). I explain to them my situation about how the vendor was refusing to answer my emails, and has yet to return my money. The rep says she'll try and contact the vendor and that I should get my return within 48 hours or I'll have to file a case against them. I kid you not, within two minutes of me getting off the phone with Amazon, my Confirmation of Order Cancellation email magically appears (after days of me asking where it was) and the refund was in my account instantly. Funny how fast they respond to Amazon huh? So they email me back in the email I sent days previous about how disappointed I was with their customer service, apologizing claiming that this was the first email they had gotten from me. A blatant lie, I had been emailing with them days before and they chose to stop responding. I even had to start using two email addresses cause they kept ignoring the one tied to my account. They then tried telling me that they've been emailing me at the email tied to my account. (I've never missed an email in my life). I've also never had an email not be successfully sent to anyone. They hadn't emailed. They had been ignoring me.
Now they bust out their generic "Apologize, this is the first email we have from you... we have however emailed you before to let you know the re-Claimed filament was/is on backorder while we wait for more "resin, spools, parts" to be reclaimed, ground up and run. Either way, no worries and I hope you have a great evening sir. Thanks again,"
At this point, they're just blowing smoke up my you know what.
Next they tell me they haven't ever received and email from about any order complaint. I literally have an entire thread of email with them back and fourth about this exact issue? I sent them screenshots of all the emails I've sent them that hadn't been replied to. If they had really sent me emails, they would just be able to forward them right to me again so they could prove they did contact me. They refused to do so, because they didn't email me back. They didn't have anything to forward me, and If I hadn't contacted amazon I would have never gotten my money back. Everything seems to be fine, until you have a problem. Just stay away and buy from MatterHackers or someone trustworthy. I'm just overall so disappointed in this company because I wanted it to be as great as it claimed to be. To bad the owner is over promising and under delivering. They've been telling people on the BBB website that they've been "working hard to hire more help" and I just don't see how that could be true with how they're preforming. I think they do a fair ammount of busniess at the commercial level an aren't concerned about their online customers anymore. They've been using the same apologies and excuses since the beginning of 2018. Stay away, cheap filament isn't any cheaper if you never get it.