MonopriceReviews of monoprice.com

So far I'm getting nowhere with monoprice customer service. The representative merely repeats information from the website and then when I wanted confirmation from a manager I was put on hold so she could ask. When I then wanted to speak to that manager they were conveniently in a meeting and apparently the question was put to them earlier by the representative. Not sure why I was on hold then. Currently trying to organise an alternative shipping method which doesn't cost $600 on $500 worth of speakers. Does monoprice want my money?

Absolutely, unprofessional. I placed an order on 9/2/21, for discounted items. They guaranteed shipment. After calling twice, I received an email that the item is out of stock and will not be available until 10/10/21. I've placed orders for tge same item in the past and received within 10 days. No one even took the liberty of updating me. Similarly, the same product I ordered is now available for purchase on their website for the original price. I will be finding another supplier for my business needs.

Contacted them at least four times through chat regarding an order that was placed September 1. Today I got shipment notification. I got the same run around and everyone else did. Warehouse moving… They did offer me an 8% discount. (Edit) Thank you Laura. Please post your contact info.

Placed an order on monoprice as everyone else has, order got split into 2 parts. Requested next day delivery before 10:30 AM. 11:00 AM still no package and no updates on the other part of the order. Called customer service and wanted to know what is going on and not really helpful. They said something about the Kentucky warehouse having delays, well according to your website when I ordered there was no mention of delays. I am doing an install in a house and needed those items quickly. This is not the monoprice I have come to know. Maybe next time I should just go Amazon Prime.

Ordered 12 days ago and still hasn't shipped. CSR gave me a tracking number 5 days ago saying it would ship that day but the order is still in progress. Then it will still take 5 days to get to me so we're looking at a minimum of 17 days since ordering and I still don't have my items. Also, my last order was missing three items but customer service has yet to reply to my inquiry that I sent three days ago. This in not the Monoprice that I remember.

I tried going to escalations first. After 3 "no response" attempts to reach support (later they said the contact form was broken). I wrote to escalations...as someone will undoubtedly write me here asking me to do so after they read this (this did happen). They dont answer those either. (later they said it went to spam, and the person was new so didnt think to check spam) Here is my email to escalations which they did not answer: "Before I write bad reviews everywhere I possibly can out of spite, I saw this email as a reply-to on some review sites and I thought I would write you here first, as it seems someone has to write a bad review in order for anyone at monoprice to respond at all, which is completely unacceptable. So here is my simple story. My time is worth $150 per hour. That's what I bill at and in IT I can work as many hours as I want to. I have a backlog of work months long. Having to write you over and over to get support costs many of the people you sell to, like me, more than the cost of items they are writing to inquire about, and you should take ownership and responsibility for those costs wasted on clients not getting responses. Maybe that would help you get people at your company to at least answer customer service requests. It says you answer in 24 hours, but I wrote several days in a row, getting no answers and it is now 4 days later going on 5. (its now 7 days later as I submit this to trust pilot) My order, #21718616, said it would ship in a day. Then, a tracking label was made. Giving me the idea that I would be receiving the item someday. Little did I know that monoprice lies, blatantly, and then just changes the expected delivery date to the next day, and then again to the next day... then.... they dont bother changing it and it never arrives. I am just out in the cold. I emailed about it every day as this was a gift. I used the form on the website under contact us, each day, wasting more of my time, and never got a single response. I was going to post this information on every review site I could, then saw this escalation email as a reply to other people complaining. So here I am, doing what NO ONE should EVER have to do, and am writing yet another person to try to get a response out of a company who clearly does not care about requests to their support address. They require you to go through the motions to contact escalation to get a response (you wont), which is the sign of an extremely poorly managed company, with zero regard for its customers. The more I write, the more I think everyone should know this. Bottom line, I bought another gift as I could not wait. But from a strictly principle point of view, I don't want a refund. I am upset and think my time has value. I want the item to show up, but am unsure it ever will, and I want to know how you suggest you make this situation right for my time and your sheer negligence. I await to hear from you, as will all the review sites I can possibly post this to. What kind of company are you when it comes to your customers? My expected response from you is none or possibly something canned. Let's see how you treat me, a supposedly valued customer. DO NOT BUY FROM THIS COMPANY IF YOU VALUE YOUR TIME. IF SOMEONE FROM MONOPRICE IS GOING TO REPLY TO THIS, DO NOT REPLY "PLEASE CONTACT ESCALATIONS".... MAYBE CHECK YOUR EMAIL FIRST, AS I HAVE ALREADY CONTACTED THAT ADDRESS WITH NO RESPONSE. Update: after calling in and waiting for someone on the phone, someone did speak to me and said it was my fault the package is lost. I need an RMA for a refund or replacement. HELLO? I never got anything! Now it's going through a claims process for something i never received and they will decide the outcome in 3-5 days. LOL! This is pure comedy! Update #2: Someone at escalations did reach out to me after reading this, and said they do care, and helped me get a replacement. Dealing with that person was pleasant. They said they were new there and planned to treat everyone the right way!

UPDATE 2/20/2021: As happens with most 3D printers, the extruder nozzle can get clogged from time to time. The nozzle for the Voxel is particularly difficult to unclog, and you can only get replacement nozzles from Monoprice at a cost of about $24 each before shipping. While I was working to unclog my original nozzle that came with the printer, which after using several 0.4mm cleaning pins and a 0.4mm drill bit (ordered separately) has still not worked, I ordered a second nozzle so I could continue printing while I try to figure out how to unclog the original one. Shockingly, the new nozzle that I ordered directly on the Monoprice website turned out to not only be used, but it was already clogged! On my first attempt to print with it, I could not even load the filament. I inserted a cleaning pin into the heated nozzle and out came a blob of purple filament (the one I was planning to use was silver, so I know it was not my filament in the nozzle at this point). MONOPRICE, I have e-mailed you at the address you provided below and will update this review appropriately to the outcome. Original post 1/9/2021: I received the Monoprice Voxel 3D printer as a gift for Christmas. Right out of the box, it would not connect to my WiFi, so I went to the Monoprice website to look for support. They provide instructions for WiFi but offer no help if it does not work. They do not provide phone support, and their support line says they offer online chat, but I cannot find anywhere on their website with a chat option. So, I used their Contact Us form. I explained that the WiFi connection is not working and provided them with the model, serial number, and firmware version. I did not receive an e-mail confirmation that my submission was accepted. It is now January 9, 2021, and I have not received any response. I found a firmware update on their website and downloaded it. I followed the instructions for installing it precisely, but the printer does not recognize the update file. I submitted a second Contact Us request, again providing the printer model, serial number, and firmware version, but like the first request, I did not receive an e-mail confirmation and have not heard back anything. The only saving grace about this product, which is probably competitive with others in its class, is that I can print objects from a USB stick, and the printer seems to be relatively speedy and accurate. I see that others have prompted a response to their issues by posting to Trustpilot, so I am giving this a try as a last resort. If I cannot resolve my issues, I will have a printer that cannot connect to WiFi or receive firmware upgrades. If there is no way to reach Monoprice, how would I even return the printer if I wanted to? If it is a defective unit, I would absolutely want a replacement. UPDATE 1/12/2021: One day after posting this review on TrustPilot, I was contacted by Monoprice Customer Service and had a phone call with a technician. He provided me with some additional information, and pointed me to a firmware update on their website (which had recently been posted). The firmware update installed correctly, and I was then able to configure and connect to my WiFi. The next day, the technician provided me with an additional file to update the printer so that it would maintain its MAC address (and thus IP address) between power cycles (a common complaint is that the MAC address changes every time the printer is turned on, so you cannot ever set a predictable IP address on your network). He also gave me instructions for accessing the printer's camera from my browser. So, now everything is working even better than expected. I only wish all of these instructions and files were made available on their website so I did not have to wait for support. Kudos to the technician who was very patient and helpful!

Bought some cat5e cables. Thought I selected 25 foot but got 10 foot instead. The web cart did not show the lengths I selected in the description so I missed the error. Called Customer service, the offered no remedy. Basically they said I got what I ordered. I like Monoprice a lot but this time they failed.