MatterHackersReviews of matterhackers.com

I ordered a $5000+ Xtool laser engraver from matterhackers. Their price was $1000 lower than even Xtool so I triple confirmed before ordering(and on invoice) I was getting the correct laser and not a similar but cheaper model. Sure enough the lesser/cheaper model showed up. I was prepared for a battle/charge back but the service was absolutely amazing the entire time. It did take over a month for me to get the correct model laser(this was due to Xtool, not any delay on MH). My support rep Jordan went above and beyond.. They kept me updated, always responded that same day(usually within an hour). I'm looking at my email chain and theres 30+ emails to and from. Yeah it sucks I got drop shipped(from xtool, who admitted the fault and corrected it, so kudos to them too) the wrong engraver, but matterhackers made it right and treated me like I had spent $100,000 with them.

WARNING: DO NOT TRUST THEM WITH YOUR MONEY! MatterHackers has been holding my $4,665.19 since MAY 22nd (exactly 5 weeks today!) without delivering my product. I ordered a Bambu Lab 3D printer for my son's business, which has an official shipping weight of 71.6 lbs. Instead, they sent a 108 lbs industrial motor meant for someone else! Here is the scariest part: THEIR EXPENSIVE SHIPMENTS ARE NOT INSURED! If UPS loses or mixes up your order, MatterHackers will NOT protect you. You will end up with nothing, just like us. They officially admitted the mistake on June 1st but then ignored my messages for 15+ days, withholding my funds to cover their own uninsured losses. They only reacted after I filed a Police Report (Case #28-2606-016944) and a fraud dispute with Bank of America. Now they are desperately trying to manipulate me into canceling the bank claim, refusing a refund until I do. Completely unprofessional, deceptive, and unreliable. Avoid at all costs!

MatterHackers is not a reputable company. I ordered the cleaning filament three days ago. It said "in stock. ships today" I looked after two days and found it had not yet shipped. I entered a support ticket and received an email asking for proof the credit card went through. (I have never been asked for this before - from any vendor) I sent the proof. Today I checked, and it still hasn't shipped. I cancelled the order.

Matter Hackers is not trustworthy, they took advantage of our team to get an order. We purchased a 3D Printer and stated it was ready to ship. Later to discover they backordered it and we had to wait weeks for delivery. Still not delivered!! This is no way to do business and you should side with caution before placing an order with Matter Hackers!!

I purchased a Bambu H2D printer through MatterHackers for over $2,000 expecting a reliable machine for production work. What I received was a unit with a shattered glass door and embedded glass fragments in the belts that continue to cause accelerated wear. This is not a case of user error or misuse. This printer arrived defective. The Problem Both nozzles exhibit extruder overload errors when printing at normal speeds (200 to 300mm/s). The printer cannot sustain operation beyond 2 to 3 hours before clogging, even using standard profiles in Bambu Slicer. For reference, I have two other H2D units with over 900 hours each that show no such issues under identical conditions. Troubleshooting Completed Before contacting support, I exhausted every reasonable diagnostic step: Full printer reset and calibration Filament calibration at target speeds using high flow nozzles with standard 0.2mm profiles Multiple cold pulls on both nozzles Extruder gear disassembly and cleaning per BambuWiki H2D documentation Bambu's built in Flow Rate and Dynamics calibration tests Swapped nozzles to other printers (nozzles performed normally on the same sliced file, confirming this is a printer issue) Reverted to standard nozzles with standard profiles (same overload errors) Cleaned all PTFE tubing and verified minimal resistance with straight routing Tested multiple build plates to rule out Z offset issues Printed official Bambu .3mf files to eliminate slicer settings as a variable Reduced speeds by 5 to 10% below standard profiles This cost me approximately 6 days of print time and 5kg of filament diagnosing a machine that should have worked out of the box. The Support Experience MatterHackers support (Kira) was polite throughout, but the process was frustrating. On December 31st, after I provided extensive documentation of the issue, Kira suggested the problem was "heat creep" and recommended I print faster. I pushed back on this. I'm using high speed PLA with an actively heated/cooled chamber under Bambu's own profiles. The symptoms I'm experiencing do not align with heat creep behavior. I've been doing additive manufacturing for over 10 years. I know what heat creep looks like. This isn't it. Eventually MatterHackers approved the replacement on December 31st. That should have been the end of it. Where It Fell Apart MatterHackers requires the original packaging for returns. I discarded the packaging after initial test prints were successful and the machine appeared fully operational. The issues only manifested during extended print jobs. The suggestion that customers should "retain original packaging until the unit has been fully verified over time" is not a realistic expectation for consumers. No reasonable person keeps bulky industrial packaging indefinitely after a product appears to work. On January 5th, Kira sent me a cart link for $70 worth of packaging materials I would need to purchase to return the defective unit. They also stated the replacement would not ship until they received and inspected the defective printer first. I pushed back. We are not paying an additional $70 for packaging materials to return a defective $2,000 printer. The defects originated from either manufacturing or shipping, and we should not bear any additional costs to remedy this situation. On January 6th, Kira stated this was MatterHackers policy, reviewed by their leadership team, and there was no need for escalation. If I used my own packaging and the printer arrived damaged, any damage would be deducted from the credit used toward the exchange. On January 7th, they finally confirmed they would provide a prepaid return shipping label, but still required me to source my own packaging (3 to 4 layer corrugated box with adequate protective material) and submit photos for approval before they would release the label. The Outcome I fixed the printer myself. On my own dime. On my own time. I replaced the Gantry belts and entire extruder assembly due to the glass fragments causing extensive damage. Summary MatterHackers followed their written policies, but those policies are not customer friendly when dealing with clear shipping damage or manufacturing defects. The expectation that a customer should absorb additional costs and extended downtime to return a defective product they spent over $2,000 on is unreasonable. This experience has made it clear that MatterHackers does not prioritize customer support when issues arise. I will not be doing business with them in the future.

I ordered a Bambu 3D printer which was touted as being "out of the box, ready to print." It was ordered Dec7th and promised to be delivered that coming Monday. It wasn't. When it did arrive, I set it up only to have a FAIL message for zeroing the axes. Contacted Tech Support and was asked to take apart the back and reseat the USB, take apart the print head and tighten screws, download a log and send it to them, etc. Not overly comfortable with taking apart and repairing a technical device, I did these steps anyway only to find out that there are two parts that need to be replaced and one of them is out of stock!! I asked to have a new printer to replace the obviously defective unit and was told that this was only possible if I PAID A RESTOCKING FEE AS WELL AS RETURN SHIPPING, as the tech support is RIGHT ON TOP OF FIXING IT. Well, it's now over a month later and I STILL DO NOT HAVE A WORKING PRINTER. DO NOT BUY FROM MATTERHACKERS unless you want broken units that will take forever to fix - if that is even possible. DO NOT BUY FROM MATTERHACKERS.

Bought a “refurbished” 3D printer that was considered A - stock working perfectly. It arrived and the LCD screen didn’t work and I also came to find out the slicer software required to operate it was defective. They knew this upon selling it to me. Anyway, as soon as I asked to return it for a refund, they cut off all communications with me. I can’t get a hold of anybody now. Absolutely ridiculous!

Poor shipping quality. No accountability from matter hackers when package was not received. Customer service did nothing to correct issue. I would never recommend dealing with this company. Very disappointing to have to go to bank to have corrected when purchasing $1,000 item.