Background
I started writing this up on October 31, 2020. It will be updated as events unfold. The sequence of events here is derived from pictures, videos, emails, and memory. Some of the details may be slightly out of order.
In the spring of 2020 I started looking into getting a 3d printer. After lots of research I found myself leaning towards an Ender 3 Pro. Right about then, the Ender 3 v2 was announced and would be released in a few months. I decided to wait for it. I knew going into this that a 3d printer wasn't a 'push butten, get result' device like a laser printer. Running one was a hobby. It required research and effort to get running, and time and upgrades to keep running.
Purchase
On August 22, 2020, I ordered an Ender 3 v2 from creality3d.shop. I also ordered a spool of their white PLA. An image of the order confirmation email is here, showing a charge of $289.98 ($269.99 for the printer, $29.99 for a roll of filament, and a $10.00 discount). I also ordered a Raspberry Pi 3B+ and some uSD cards from Amazon to use as an octopi box ($83.54). I got the shipping notification on August 24. The printer arrived on Sept 3 (with the filament arriving a day or two earlier). Assembling it was fun. I expected some difficulties getting some of the parts aligned but it was a lot easier than I expected. Levelling the bed was the first challenge, as the bed would rock back and forth a bit. I looked into it and learned about the wheels with hex (eccentric) nuts that can be tightened to the rail. I got the wobbly bed fixed and the bed levelled. I decided to wait until the next day before attempting a first test print.
Getting Started
On September 4, I attempted my first test print. Instead of one of the pre-loaded gcode files, I tried printing some replacement game parts for my mom (link). I used Cura to slice it (using a profile for Ender 3 Pro, as there was none for the v2) and it printed successfully in ~20 minutes. I think I printed a second one that day as well. I also printed a couple small figures, including a 'baby yoda' (I think it was this one). I scaled them down from the original to make them smaller so they would print faster. So far, I was pretty impressed. I was learning how the slicer worked and I was making successful prints right out of the box.
On Sept 5, I attempted my first large print: a battery dispenser (link). The slicer estimated this one would take over 12 hours. I had the printer set up in my basement and on that day I was working in my backyard, so I could peek in the window every now and then to keep an eye on it. At some point I went in to check on it and discovered that it was no longer extruding filament. The nozzle was going through the motions about 1/2 inch above the last printed part, and the top of the printing was very loose and stringy. I stopped the print (it was ~6 hours in) and figured that the problem was the spool being above the printer. Since it feeds in from the side, having the spool on top seemed like it could bind if there was any resistance and cause the filament to not feed. The filament had a chunk missing where the gear ground into it and there were a lot of little white particles of filament around the gear. I saw multiple options for side-mounting the filament spool and decided on this one. I tried printing one and it only printed about 1/4 inch or so before failing to extrude again. The printer is set up in my office, so I decided to wait until the next day when I would be working in the there so I could make sure the filament wasn't binding on the spool. The next day I started printing the bracket again and this time I could keep an eye on it to make sure the filament was slack. It made it further than the last attempt but still had an extrusion failure, even with the filament being slack. I think at this point, I took a break from this thing for a few days.
When I dove back into it again, I let it warm up and removed the filament. I tried to clear the nozzle with the little needle included with the printer but it didn't even fit. I must have given it enough time to clear itself out because when I loaded the filament again and attempted to print the side-mount bracket, it completed successfully. I mounted the filament on the side so it would have a straight shot in to the extruder. I started to print the battery dispenser again, but it failed within an hour or two - it was less than 1/2 inch tall when the extruder failed.
More research led to me ordering some of the blue capricorn tube with cutter and fittings, some extra nozzles, and some tools from Amazon for $34.51. I also switched my Cura settings to the ones from CHEP (link). Once they arrived, I installed the new tube, replaced the nozzle, and printed a CHEP cube (link) and a benchy link). They both printed just fine. There was some stringing on the benchy, but I was pretty impressed on how well it handled the unsupported window so I didn't think much of it. I started a print of the battery dispenser again one morning and this time it failed about 8 1/2 hours in. It made it a little farther than the first attempt, but was still less than half way done.
More research led to me trying to calibrate the extruder. It first looked like it was underextruding by an inch. After adjusting the values, it was overextruding by an inch, so I put it back to the default value of 93. I tried printing one of those game pieces again (the first thing I printed) and cancelled it after the first layer because I could see between every line. I had enough. This lead to the first email exchange with Creality.
Email Exchange: Part 1
Date: Sat, 26 Sep 2020 14:12:42 -0500
To: info@creality.com
From: Jordon
Subject: Refund
I bought an Ender 3 V2 from you guys and it has thoroughly lived up to
its name - it has completely ended my interest in 3d printing. How do I
get a refund for this piece of garbage?
Jordon
Date: Sun, 27 Sep 2020 10:00:31 +0800
To: "Jordon"
From: "info" <info@creality.com>
Subject: =?utf-8?B?5Zue5aSNOiBSZWZ1bmQ=?=
Hi Jordon,
Where you bought from ?
And what's your order number ?
Customer Service Department
Best WishesYours Faithfully
Website: www.creality.com
Shenzhen Creality 3D Technology Co., Ltd
Office Address: 11-12F, Building No.,3, Jinchengyuan Industrial Area, Dalang Street, LongHua, Shenzhen City, China
Date: Sun, 27 Sep 2020 06:48:47 -0500
To: info <info@creality.com>
From: Jordon
Subject: Re: Refund
Creality3d.shop
CRD102380
Date: Mon, 28 Sep 2020 11:48:53 +0800
To: "Jordon"
From: "info" <info@creality.com>
Subject: =?utf-8?B?5Zue5aSNOiBSZTogUmVmdW5k?=
Okay , well noted .
You bought with our dealer . So please contact with them directly . service@creality3d.shop
Customer Service Department
Best WishesYours Faithfully
Website: www.creality.com
Shenzhen Creality 3D Technology Co., Ltd
Office Address: 11-12F, Building No.,3, Jinchengyuan Industrial Area, Dalang Street, LongHua, Shenzhen City, China
They must have forwarded my message because I also got this:
Date: Mon, 28 Sep 2020 15:18:00 +0800
To: jordon
From: JACK ZHANG <service@creality3d.shop>
Subject: CRD102380 OSF005416_US Ender-3 V2
Dear customer,
I'm sorry the product did not get your satisfaction. Could you please tell me what is wrong? If there are pictures or videos, we can better solve the problem for you
And please provide the manufacturing code of the printer as shown in the attachment
Please rest assured that our professional and technical personnel will do their best to help you solve the problem.
Thank you.
Yours Sincerely,
Deb
Customer Service Department
I replied with the full story:
Date: Tue, 29 Sep 2020 16:07:20 -0500
To: JACK ZHANG <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
I started seriously getting a 3d printer several months ago. After much research, I was leaning toward the Ender 3 Pro, and right about then the 3 v2 was announced. I decided to wait a few months and see how that one would turn out. Once the youtube videos of it started getting released, I ordered one from creality3d.com along with a spool of your white PLA. (order number CRD102380).
I got it on Sept 3 and assembled it that evening. The build was a lot more fun than I expected. I thought there would be a lot of tedious alignments but it went together very smoothly. When I started leveling the bed, I noticed there was a lot of wobble on it, but I then learned about the eccentric nut and fixed the problem.
The next day I attempted my first print - a piece for a tabletop game that my mom had lost (https://www.thingiverse.com/thing:24448). I used Cura to slice it (with a profile based on the Ender 3 Pro because there was no 3v2 one) and basically used default settings. I figured this would be a decent first print as it was small and wouldn't take too long (~18 minutes). It printed beautifully. I printed a second one as well. I also printed a 'baby yoda' and another similar sized figure (each about 2-3 hours) and they printed fine as well. I printed 2 more of those original game pieces at the same time to learn how to copy/paste in Cura and make sure it worked as expected. So far, so good!
My next goal was to print a battery dispenser (https://www.thingiverse.com/thing:3358129). This was a much longer print (slicer said something like 12 hours, IIRC). I started it and went outside to paint my deck, which was right outside the room where the printer was so I could look in the window and check on it. At around 6 hours into the print, I noticed that it had quit extruding. The last half inch or so had some bands of under-extrusion and the top was some wispy strings of filament - it had probably been doing this for a while and I hadn't noticed. My first thought was that the spool above it was causing it to pull too hard, so I decided to try the side mount, which would require a bracket (https://www.thingiverse.com/thing:3313179). The first attempt at this failed. I still suspected the filament was pulling to hard so I figured I'd try again the next day when I would be working (I have the printer in my office) and could make sure the filament is loose. Well, when I tried that and was there to make sure the filament wasn't getting tight, it failed again. At this point, I think I just pulled out the filament and tried to clean out the nozzle. I found that the little needle that comes with it is too small to fit in the nozzle anyway, but whatever I did must have cleared out some small obstruction because the next time I tried to print it, it printed just fine. (see bracket.jpg - failed bracket prints with the successful one attached in the background.)
So, with the spool at the side feeding directly into the machine instead of being pulled down and around, I started printing the battery holder again. The one failed in an hour or two - it wasn't even half an inch tall when it quite extruding. I did more research and decided to try getting the fancy blue capricorn tube. At some point here (maybe before the last attempts) I switched to the Cura profile I got from CHEP's youtube channel. I upgraded the tubing and replaced the nozzle (I got several spare ones of those as well) and attempted some benchmarks. I printed a CHEP cube and a benchy and they turned out pretty good. Okay, time to try the battery holder again.
I started it at around 8 in the morning while I was working so I could keep an eye on it. This one made it to about 8.5 or so hours before the extruder failed again. (see battery.jpg - the first and third attempts)
I had noticed as it was printing that sometimes the filament would somehow wrap over itself on the spool and kind of bind itself. I don't know that it was ever tight enough to prevent it from loading, but that is a possibility. Whenever there was a an extruder failure, it was alway due to the extruder grinding the filament instead of pushing it through.
I saw a video about calibrating the extruder by measuring off 100mm of filament and then manually having it load 100mm and seeing how far off it was. When it finished, there was still about an inch that needed to go though. So I adjusted the numbers like the video showed and the next time I manually had it push 100mm though, it went about an inch over. I put it back to the default settings (93, I think)
I tried one more of those game pieces as a test and cancelled it after one layer because I could see though every line (see firstlayer.jpg)
This is the point at which my interest in 3d printing was 'ended'. Getting into this, I understood that this was a hobby and tweaking and adjusting was part of the game, but at this point, I cannot imagine a print taking more than 4 hours ending successfully.
Attached are the 3 images referenced in this email along with code.jpg which is the manufacturing code that you requested in the other email.
Here are the images I attached: bracket.jpg battery.jpg firstlayer.jpg code.jpg
This was the reply
Date: Wed, 30 Sep 2020 03:37:31 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Hello,
Thanks for your reply.
The response from our technicians is as follows:
The nozzle is blocked during printing. Please refer to the video to clean the throat. After cleaning the throat, you need to pay attention to installing the Teflon tube. First tighten the nozzle, then relax 90 degrees, insert the Teflon tube to the end, and tighten the nozzle: https:// www.youtube.com/watch?v=viiRuI9d9YM&feature=youtu.be
Awaiting your reply.
Thank you.
Yours Sincerely,
Anna
Customer Service Department
Temporary Fix
I watched the video, did what it said to do, and it did help. I printed a few more of those game pieces. I started using that as a benchmark because it was quick (up to ~30 min now with the CHEP settings) and resulted in something that could actually be used. I printed a model from an old Star Wars game (this) and it printed fine but the supports were a bit too strong and I destroyed the model trying to remove them. I also printed a few models from an old video game that I grew up with (I think it was this and this) and they printed just fine. The only issue was that there was a lot of stringing. I printed a stringing test (this) and the results were pretty bad - it basically make a mesh between the pillars. During this test, I did change the temp for a bit (I had always printed everuthing at 200c) but it made no difference. I figured this was a Cura settings issue and set out to improve it. I learned from a Makers Muse video (link) about some settings to remedy this but as far as I could tell, these settings were already set. I also removed the bowden tube again to make sure it wasn't leaking melted filament between the tube and nozzle. It wasn't - the outside of the tube was clean. After levelling the bed (which I did frequently - almost before every print), I started printing the stringing test again with the intent to do more testing with changing the temperature, particularly, lowering it. It didn't even get to the pillars before the base detached from the bed. Be adhesion had never been a problem before and now that wasn't working either. This was the last straw. I disassembled the printer and put is back in the box for return. I then replied to the technician response and started a large email exchange.
Email Exchange: Part 2
Date: Sun, 4 Oct 2020 13:00:56 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
I did what that video said and it fixed the problem... for a little while.
I was able to print a few small (~2 hour or so) things. I noticed the stringing was pretty bad so I printed a stringing test (2 vertical pillars with a small flat piece connecting them at the base) and saw it was really bad. I watched videos and read articles about how to configure cura (I'm pretty sure the stringing is a slicer issue) to better handle this. Last night I did what the video you posted said to do again just to make sure there wasn't any filament outside the bowden tube (there wasn't) and printed a few very small items. Today I wanted to do the stringing two-column test again and try dropping the temperature (I've always printed at 200 C using the spool of filament I bought from you). Once it started printing the skirt, I saw it was underextruding again so I stopped it and once again did what the video said. I tried printing it again and saw the nozzle was further above the plate than before so it wasn't sticking properly. I calibrated the plate again (moving the nozzle to each corner and doing the paper test, turning those big dials under the plate to adjust. I went a little more aggressive than I usually do and started the print again. I almost finished the base part before the print completely detached from the base. I had never had adhesion problems before but now that isn't working either.
How do I get a refund?
Jordon
Date: Tue, 6 Oct 2020 06:07:11 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Dear customer,
Sorry for reply so late
We just came back from vacation due to National Day
Please don't worry , I have feedback on your problem to a professional technician. Could you please contact us tomorrow by this email?
Please provide us with the manufacturing code of the printer (e.g. attachment) and we guarantee the 1-year warranty for every customer here .
Best regards,
Sincerely
Anna
Customer Service Department
My reply was just the requested image (link).
Date: Tue, 6 Oct 2020 08:21:05 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
Date: Wed, 7 Oct 2020 02:20:14 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Hello,
Thanks for your reply.
The response from our technicians is as follows:
The question now is that the printed material will not stick to the platform, will it?
It is recommended to apply a little solid glue or stick a layer of textured paper on the platform, adjust the printing rate to 20 after printing, and then adjust the distance between the nozzle and the platform through the leveling nut at the bottom of the platform.
Awaiting your reply.
Thank you.
Yours Sincerely,
Anna
Customer Service Department
Date: Wed, 7 Oct 2020 00:57:23 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
I have already disassembled it and put it back in the box. Just let me know where to send it so I can get my refund.
Date: Wed, 7 Oct 2020 07:47:30 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Hello,
Thanks for your reply glad to serve you here.
We are sorry to hear that.
Since we only accept the returns from our customers within 14 days after youget the package. We noticed the parcel was delivered to you on 2020-09-03. We are sorry to tell you that we cannot provide the return service for you. Please understand.
You may refer to the below link about our return policy:
https://creality3d.myshopify.com/pages/after-sale-retums
Please don't worry, we guarantee the 1-year warranty.
Could you please kindly send us the video of the problem? So that we can check for you accordingly. Is that ok?
Please don't worry, we will try our best to help you fix the problem.
Thank you.
Waiting for your reply
Yours sincerely
Anna
Customer Service Dept
This reply was important, as it had a link to the page with a return address. They would later deny ever sending me a return address.
Date: Wed, 7 Oct 2020 08:02:06 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
So i should have given up on it sooner?
Thanks for confirming that you are a scam company.
Date: Thu, 8 Oct 2020 02:45:07 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Dear customer,
Good day.
Thank you for your letter.
Sorry for the inconvenience.
We very much hope to help you solve the problem, but you need to cooperate with us to confirm the condition of the machine.
I believe our professional and technical personnel will be able to help you solve the problem, just like other customers.
We firmly believe that any problem can be solved through good cooperation, could you please give us more trust?
Please rest assured that our professional and technical personnel will do their best to help you solve the problem and we guarantee the 1-year warranty for every customer here .
Could you please kindly send us the video of the problem? I will check for you accordingly. Is that ok?
Waiting for your reply
Best wishes
Sincerely
Anna
Customer Service Department
Date: Wed, 7 Oct 2020 22:27:43 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
Anna, my frustration is not with you, it is with how this whole experience has gone.
I purchased an Ender 3 v2 because I thought I could use it to 3D print objects. As you said previously, I have had it for over a month. One of the main things I wanted to print was a battery dispenser (https://www.thingiverse.com/thing:3358129). I tried printing it 3 different times and the best it did was getting a little over 8 hours into the print (about half way done). In between these failed prints, I cleaned the throat, I replaced the nozzle, and I upgraded the bowden tube. I also printed various benchmark objects and it would work for a little bit, but after a few hours, it would fail again.
The last time I used it, I thought I had it working but it was stringing pretty bad. I started printing a stringing test and was going to try to lower the temperature of the nozzle but before it even got to the point where it would test the stringing, the print separated from the base. This had never happened before - bed adhesion had been good. This was the last straw. I am over it. I am sick of sinking time into this thing. I have already spent a month and some extra money for upgrades and I still don't have a printer capable of printing anything sizeable. I paid for this, Creality didn't deliver. I want out. The Ender has lived up to it's name - it has completely ended my interest in 3D printing.
In a previous email, you gave me a link to the return policy page. I see a return address there. When I get a chance (probably not tomorrow, as I have a full day), I will send it to that address. Whether you refund my money or not is on you (Creality that is, not you personally ).
Note: I am only asking for a refund for the printer and not the roll of filament I got with it. I will not bother sending back the partially used roll.
Jordon
Date: Thu, 8 Oct 2020 07:07:23 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Dear Customer,
Thanks for your reply.
I have worked very hard to solve the problem for you again.
I want to provide you with a return service in order to apply for a full refund for you, but the warehouse staff said that the returned product cannot affect the secondary sales, nor can there be traces of use
If it is a quality problem, they asked me to provide the professional and technical personnel's judgment certificate.
However, because you refused to cooperate with the inspection machine, the technician said that it could not judge the machine problem.
I am really really helpless now,
I beg you to cooperate with the technical staff so that I can solve the problem for you as quickly as possible.
Awaiting your reply.
Thank you.
Best wishes
Yours Sincerely,
Anna
Customer Service Department
Date: Thu, 8 Oct 2020 07:40:38 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
What do you mean by “ refused to cooperate with the inspection machine”? I will mail it back. I am busy today but I should be able to it sent tomorrow. Then your technicians can inspect it all they want.
I did get it shipped off that morning via UPS at a cost of $41.71 and sent them the tracking number. Around this time, I left a review for this product on Amazon (link).
Date: Thu, 8 Oct 2020 11:14:55 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
I got it sent off today: 1Z570X110324285901
Date: Fri, 9 Oct 2020 02:50:14 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Hello,
Sorry for this.
You cannot get a refund for products that you return by yourself. Please follow the return policy.
Thank you.
Yours Sincerely,
Anna
Customer Service Department
Date: Thu, 8 Oct 2020 22:40:48 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
I don't even care anymore. Congratulations. You got me. I thought you were a legit company. I fell for your scam.
The printer is on its way back (I sent you the tracking code earlier) and you are not refunding my money. You are thieves.
I will do everything I can to warn others about you.
Date: Fri, 9 Oct 2020 06:50:42 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Hello,
Thanks for your email,
I really want to help you solve the problem, but due to your non-cooperation, I am also helpless.
This is the company's regulations. I am just a small employee who must do things in accordance with the company's regulations.
And you did not get our approval before returning it, and we did not provide you with any return address. I don't know where you sent the package. If the package is lost, you will be responsible for yourself.
Please see the attachment
Thank you.
Yours Sincerely,
Anna
Customer Service Department
Here we have an outright lie: "...we did not provide you with any return address". The attached image (link) is a screenshot of the page linked a few emails up. It conveniently cuts off right before the return address they "didn't provide me". For my reply, I addresed this point by point.
Date: Fri, 9 Oct 2020 08:13:48 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
> On Oct 9, 2020, at 01:50, service wrote:
>
> Hello,
>
> Thanks for your email,
>
>
> I really want to help you solve the problem, but due to your non-cooperation, I am also helpless.
No you don’t. If you wanted to solve the problem, you’d refund my money. That is all I’m after here.
> This is the company's regulations. I am just a small employee who must do things in accordance with the company's regulations.
Then please forward this on to someone who can do the right thing.
> And you did not get our approval before returning it, and we did not provide you with any return address. I don't know where you sent the package. If the package is lost, you will be responsible for yourself.
You DID provide me with the return address - it was on the page you sent me a link to on Wednesday. I paid $40 to send it back. How much more do you want to rob me of? And based off of what I have seen of this ‘company’, I’m pretty confident it will get ‘lost’. You’ll have my money, plus a chance to send the non-working printer to the next sucker so you’ll have their money too.
> Please see the attachment
Scroll down a little further from there. See that part that says “Return Address:”? Don’t tell me you didn’t provide me with a return address.
If you are a legit company, you will own up to your mistake and refund my money. I will realize this was a bad experience but hey, at least they made it right. Maybe I’ll look into them sometime in the future.
What you are doing is fraud. You have my money and in 4 days will will have the failed attempt at a 3D printer you were supposed to provide me with. Refund my money and we are done here. Your unwillingness to do that proves you are not a legit company but a bunch of scammers, and I’m not the only one to notice that (https://www.bbb.org/us/ca/city-of-industry/profile/3d-printers/creality-3d-1216-1267154).
At this time, Creality's entry at the BBB had 5 reviews, all 1-star. There would soon be a 6th.
Date: Mon, 12 Oct 2020 02:35:56 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Dear Customer,
Thanks for your reply.
If it is a quality problem, you need to cooperate with us to confirm the condition of the machine.
If our technicians confirm that there is a problem with the machine, we will return the goods for you
However, because you refused to cooperate with the inspection machine, the technician said that it could not judge the machine problem.
And you did not get our written approval to send the package back before you confirmed the problem. I checked the email and I did not provide you with any return address, I can hardly help you now.
I will provide you with a link to our return policy and screenshots again
You may refer to the below link about our return policy:
https://www.creality3d.shop/pages/after-sale-returns
Thank you.
Best wishes
Yours Sincerely,
Anna
Customer Service Department
The attached screenshot (link) was of the same page as before, but this time it extended to include the return address! And in the same message where she said "I checked the email and I did not provide you with any return address".
Date: Sun, 11 Oct 2020 21:53:44 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
Are you even reading the messages I am sending you before you copy/paste these pre-written replies? Look at the picture you attached. Do you see the “Return Address” part? The printer will be there in 2 days.
Date: Mon, 12 Oct 2020 06:48:36 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: CRD102380
Hello,
Thanks for your email, This is Anna from Customer service Dept.
Please read below:
You must first contact us and get our written approval before sending any item back. Any product returned without acceptance will not be refunded.
Thank you.
Yours Sincerely,
Anna
Customer Service Department
Date: Tue, 13 Oct 2020 13:22:58 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: CRD102380
> You must first contact us and get our written approval before sending any item back.
I saved you the hassle - you’re welcome.
> Any product returned without acceptance will not be refunded.
So accept it. It has been delivered. It is in your hands. You have the product and you have my money. Give me back my money. Until you do, you are thieves. It is that simple.
This is where the communication with "Anna" ended. I then proceeded to submit a review and file a complaint at the BBB, which resulted in more communication. I also got another email from them, starting another exchange. Here are those threads:
BBB Review
The official page is here but I will include a copy of the conversation here as well:
10/14/2020
I got an Ender 3 v2 from them and spent a month trying to get it working reliably. Advice from tech support only fixed the problem temporarily. After a month I was sick of wasting time on it and disassembled it and put it back the box to return. I was told they don't do refunds after 14 days (convenient, huh?). After telling them several times that it was back in the box, they kept asking for a video. I honestly doubt they even read some of my messages and just had some script sending back boilerplate support replies. At one point they sent me a link to a page with their return address, so I sent it there. I was then told that they never sent me the return address (which is a lie) and without permission I would not get a refund. When they package arrived there, they quit responding to my messages. Please do not do business with these scammers.
10/20/2020
After checking, we did send you the return policy link. I wonder if you have read all the contents of the return policy? If it is a quality problem, you need to cooperate with our technicians to check the condition of the machine. If the technician confirms that your printer does have a quality problem, we can provide a return label to return it. However, you did not cooperate with our technicians to inspect the machine, and we cannot confirm whether the machine is really defective. If the machine has no quality problems, you need to ensure that the returned goods cannot affect the secondary sales, otherwise, we cannot provide you with a full refund. And you sent the package back without our consent, and now we can't find where the package is. However, we still applied for a refund for you, but our refund application was rejected because no returned package was found.
10/21/2020
I did cooperate with your technicians. I watched the video they suggested to learn how to clean the throat and nozzle. It fixed the problem for a few hours. This is all documented in the emails I sent your support rep. Once it started to fail again, I lost interest. If the product you are selling takes a month of support to get working, it is not a good product. The printer was delivered to your return address. You know that, as I sent your support rep the tracking number. The fact that you lost it is due to your own incompetence.
10/21/2020
You can check our return policy link on the Internet. We have not confirmed whether the printer is really faulty. Your printer has not passed *** quality check and you sent the package back by yourself. Our return policy is clearly written. Packages returned without permission , There is no way to get a refund. We have a return policy, but you need to follow the procedure. If there is a problem, we will help you return it. Due to your non-cooperation, the package is lost. We cannot determine the location of the package. We still apply for a refund for you, but the necessary procedures are lacking and there is no proof of judgment by professional and technical personnel. We cannot guarantee whether the refund application will be approved by the financial department.
10/22/2020
I still have the tracking number. I just looked at the proof of delivery. YOU lost the package.
10/25/2020
The order we checked on the official website shows > 10/13/20 DELIVERED TO LA PUENTE, CA Received By: SAM, but there is no such person in our warehouse. We suggest you contact UPS for investigation.
10/27/2020
So now you're blaming UPS? They're the only company here that did their job. I paid them to deliver a package and they did. Are you saying that the address on your returns page is invalid? Did I reveal that you are using a fake store front for your scam? To the BBB people that review this: how do I report this company as a scam? I would really like to see these thieves brought to justice.
10/27/2020
We have contacted the logistics company to find the package. In order to find the package faster, we recommend that you contact and find it at the same time. We will apply for a refund for you after confirming the condition of the machine after receiving the returned package.
BBB Complaint
On October 20, I also filed a complaint at the BBB.
Received: 10/20/2020
Reviewed: 10/26/2020
Forwarded: 10/26/2020
Creality is refusing to refund my money after I returned the product.
After a month of tweaking and upgrading the printer, it still would not print reliably. All I got from tech support were solutions that temporarily fixed the problem. They sent me a link to a page with their return policy. I saw an address so I paid the $40+ to send it back. They claim that they never gave me a return address and that since I didn't have written permission to return it, I will not get a refund.
Received: 10/26/2020
Forwarded: 10/28/2020
The link to your return policy is that you can return the goods in accordance with the return procedure. First, if the machine has a problem, you need to check the condition of the machine with our technicians. If the machine does have a problem, we will provide you with a return label to return it.You do not Cooperate with us and do not do any tests. We cannot confirm whether the machine is really defective. If the machine is not confirmed to be defective before returning, you need to make sure that the returned goods cannot affect the secondary sales, otherwise we will not be able to refund in full , And you must get our consent before returning it. Our return policy is very clear. We don't know why you always ignore it. You always emphasize that you returned it according to the address. Then why don't you see the premise of the return What? We did not find the package you returned in the warehouse. We suggest you contact the logistics company to find the location of the package.
Received: 11/01/2020
(The consumer indicated he/she DID NOT accept the response from the business.)
You sold me a non-working product. I honestly don't know if it had some unique defect or they are all nonfunctional, but it did not work reliably. I did work with your technicians - the solution only made it work temporarily. Given your 14-day return policy, I'm guessing the goal is to just get past that point. After that, the "customer" is screwed and you're on to your next victim. I even sent it back on my own dime and you conveniently "lost" it.
You are scammers and should be investigated.
Email Exchange: Part 3
I'm not sure exactly which open thread prompted it, but I got another email from them.
Date: Thu, 29 Oct 2020 16:15:11 +0800
To: jordon
From: JACK ZHANG <service@creality3d.shop>
Subject: Partial refund
Hello，
Good day.
Since you failed the machine test before sending the package back, our technicians are unable to determine whether the machine is really faulty. The package you returned can no longer be sold again. Therefore, the full refund application has failed. We will try again You apply for a partial refund, is this okay?
Waiting for your reply
Sincerely
Candy
Date: Thu, 29 Oct 2020 07:24:47 -0500
To: JACK ZHANG <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
Ive seen a lot of this “apply for a refund” talk. Who are you applying to?
Date: Thu, 29 Oct 2020 13:05:33 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Hello,
Thanks for your message.
After your order is returned, we need to send a refund application to the financial department for review. After the review is passed, the staff of the financial department will complete the refund within 5-10 working days.
But your refund request was not approved, so I can only apply for a partial refund for you.
Thank you.
Yours Sincerely,
Candy
Customer Service Department
Date: Thu, 29 Oct 2020 08:27:34 -0500
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
You said “The package you returned can no longer be sold again.” I take it that means you found the package I returned. If it can’t be sold again, that means it doesn’t work. So you sold me a non-working product and now you are refusing to refund my money because it doesn’t work.
On what basis am I supposed to think that you aren’t a bunch of scammers?
Date: Fri, 30 Oct 2020 01:35:56 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Hello,
Thanks for your message.
Yes, you sent the package to a third-party warehouse, and you did not have our after-sales permission before returning it yourself, and did not check the machine with a technician. We cannot confirm whether your machine has quality problems. The products we send to you are all It is a brand new product. After you received the product, you have opened it and used it, so it cannot be sold again. Therefore, we cannot refund the full amount. You can apply for a refund of USD 130 for half of the order amount. it that okay?
Waiting for your reply.
Thank you.
Yours Sincerely,
Candy
Customer Service Department
Date: Sun, 1 Nov 2020 14:22:13 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 10/29/20 8:35 PM, service wrote:
> Hello,
> Thanks for your message.
>
> Yes, you sent the package to a third-party warehouse,
>
I got the address from YOUR website. Why do YOU list a third-party warehouse as the return address?
> and you did not have our after-sales permission before returning it yourself, and did not check the machine with a technician.
>
I did work with your technicians. I was told to watch a youtube video to learn how to clean the throat. I did and it fixed it for a few hours. Then it failed again.
> We cannot confirm whether your machine has quality problems.
>
Because YOU lost it. I sent it to the address on YOUR website. I send YOU the tracking number. YOU LOST THE MACHINE.
> The products we send to you are all It is a brand new product. After you received the product, you have opened it and used it, so it cannot be sold again.
>
So I should have just assumed it was garbage and returned it immediately? I am definitely regretting buying your crap, but how was I supposed to know? From the email exchanges I have had with you, I have learned that returns must happen within 14 days. So when I was initially having problems with it, I should not have tried to resolve them - I should have immediately tried to return it. As if your 'technicians' would have even allowed that. I would have just gotten a slow trickle of responses with links to youtube videos to just get by until the 14 days are up. At that point, your policy prevents you from fixing the problem, you got your money, and you're on to the next victim.
> Therefore, we cannot refund the full amount. You can apply for a refund of USD 130 for half of the order amount. it that okay?
>
If I would accept, where would I be? You would have your machine back and $160. I would have a half used up roll of filament and a $130 hole in my pocket, plus the ~$40 I spent returning it for you to "lose", plus the ~$35 I spent on parts and tools in my foolish attempt to salvage the situation. So no, I do not accept your generous offer to only screw me half-way.
> Waiting for your reply.
>
> Thank you.
> Yours Sincerely,
> Candy
> Customer Service Department
I see a new name here and I'm guessing you don't know the whole story. I have documented the entire thing here: https://sirjorj.com/jorj/crealitysucks.html
Date: Mon, 2 Nov 2020 08:06:14 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Dear customer,
Good day .
As check with the warehouse, your parcel has been returned to our tranship warehouse , not the returned warehouse.
And your printer has affected which can not be sold anymore, so sorry we can not refund you in full.
Our side here only can refund half of the value to you as you ship it back without our approval and your printer can not be sales anymore.
Sorry, this is the best refund I can apply for you after talked with our boss.
Should you have any other query, pls message me anytime，we will reply to you within 24 hours except the weekend or holidays, thanks. Have a sweet day!
Yours Sincerely,
Candy
Customer Service Department
Date: Tue, 3 Nov 2020 16:28:08 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 11/2/20 2:06 AM, service wrote:
> Dear customer,
>
> Good day .
>
> As check with the warehouse, your parcel has been returned to our tranship warehouse , not the returned warehouse.
I sent it there because it was the return address I got from YOUR website. YOU have the wrong address on YOUR website. That is YOUR problem.
> And your printer has affected which can not be sold anymore, so sorry we can not refund you in full.
It is not 'my' printer - I sent it back to you. The only thing mine here is the money you stole from me.
It "has affected"? What does that even mean?
> Our side here only can refund half of the value to you as you ship it back without our approval and your printer can not be sales anymore.
>
> Sorry, this is the best refund I can apply for you after talked with our boss.
Let's review.
I paid you money with the expectation of getting a machine capable of printing 3d objects.
You took my money and delivered a machine incapable of printing 3d objects.
After a month of working with it and spending more money trying to get it working, I still didn't have a machine capable of printing 3d objects.
I sent the machine back to the address on your return site.
You couldn't find it because you claim it was sent to the wrong place.
You refuse to refund my money.
You are hands down the worst company I have ever had the misfortune to work with. You are a bunch of scammers and thieves. I will spread this story as much as I can to warn others about doing business with you. I will also continue to work with the BBB (congrats on your 'F' rating there, btw) to let them know just what you are doing.
Date: Wed, 4 Nov 2020 06:26:41 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Hello,
Thank you for your reply but we are sorry to hear that.
If you want to send it back, I have to remind you that The cost of return will be paid by yourself.
Additionally, please make sure the items are the same packed with the one that we sent to you. all the parts should be packed together with the printer.
and please make sure the item is in good condition and will not affect the secondary sales. Otherwise, we will not refund to you. Please understand.
The return shipping address is :
Return Recipient: Creality3d Return Department
15650 Salt Lake Ave. City of Industry CA 91745, United State.
Tel: 00-1-805-364-5097
After returning the products, please kindly tell us the return tracking number.
TIPS:
Write your order number on the shipping label, Not on the Box. like#CRD10238 to make your package recognized quickly and we can refund money to you as soon as possible.
Have a nice day.
Zoey
Customer Service Department
Date: Wed, 4 Nov 2020 06:28:48 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Hello,
Since we only accept the returns from our customers within 14 days after youget the package. We noticed the parcel was delivered to you on 2020-09-03. We are sorry to tell you that we cannot provide the return service for you. Please understand.
You may refer to the below link about our return policy:
https://creality3d.myshopify.com/pages/after-sale-retums
Our return policy has been stated, because you returned the printer without our permission, and the product cannot be sold again. Sorry I may not be able to apply for a full refund for you.
I will try my best to apply for a half refund ($131) for you. Is this okay for you?
Thank you.
Have a nice day!
Yours sincerely
Customer Service Dept
Date: Wed, 4 Nov 2020 07:36:04 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 11/4/20 12:26 AM, service wrote:
> Hello,
> Thank you for your reply but we are sorry to hear that.
No, you're sorry you got caught scamming someone.
> If you want to send it back, I have to remind you that The cost of return will be paid by yourself.
Clearly you have no idea what is going on here. Let me recap (don't worry, it won't take long. I will just copy/past what I sent in the last email to you.
I paid you money with the expectation of getting a machine capable of printing 3d objects.
You took my money and delivered a machine incapable of printing 3d objects.
After a month of working with it and spending more money trying to get it working, I still didn't have a machine capable of printing 3d objects.
I sent the machine back to the address on your return site.
You couldn't find it because you claim it was sent to the wrong place.
You refuse to refund my money.
For a more detailed account, go here: https://sirjorj.com/jorj/crealitysucks.html
Now that you are up to speed, you will realize that I ALREADY SENT IT BACK!
> Additionally, please make sure the items are the same packed with the one that we sent to you. all the parts should be packed together with the printer.
> and please make sure the item is in good condition and will not affect the secondary sales. Otherwise, we will not refund to you. Please understand.
I sent back everything that I got plus an upgraded bowden tube. It is in the same condition it was when it arrived. If you deem it to be nonfunctional, that is because you sent me a nonfunctional printer, hence this ongoing email exchange.
> The return shipping address is :
> Return Recipient: Creality3d Return Department
> 15650 Salt Lake Ave. City of Industry CA 91745, United State.
So now you're changing the return address. I sent it to the address on your return page. You lost it.
> Tel: 00-1-805-364-5097
> After returning the products, please kindly tell us the return tracking number.
The tracking number was 1Z570X110324285901, you already received it, and you claim you lost it.
> TIPS:
> Write your order number on the shipping label, Not on the Box. like#CRD10238 to make your package recognized quickly and we can refund money to you as soon as possible.
> Have a nice day.
> Zoey
> Customer Service Department
Two minutes later, you sent me another message so I'll just address that here as well.
On 11/4/20 12:28 AM, service wrote:
>
> Hello,
>
> Since we only accept the returns from our customers within 14 days after youget the package. We noticed the parcel was delivered to you on 2020-09-03. We are sorry to tell you that we cannot provide the return service for you. Please understand.
> You may refer to the below link about our return policy:
> https://creality3d.myshopify.com/pages/after-sale-retums
Wow, that's weird. Two minutes ago you emailed me and said to return it to "15650 Salt Lake Ave. City of Industry CA 91745, United State".
But the return page you just sent me says to return it to "13060 Temple Ave, STE C (660-667), City of Industry, CA, US 91746".
Are either of those addresses valid or are they both just a front for your scam?
>
> Our return policy has been stated, because you returned the printer without our permission, and the product cannot be sold again. Sorry I may not be able to apply for a full refund for you.
>
> I will try my best to apply for a half refund ($131) for you. Is this okay for you?
>
>
> Thank you.
> Have a nice day!
> Yours sincerely
> Customer Service Dept
Refunding my $259.99 is the LEAST you could do. The $40.00 I spent returning your garbage really should be added to that as well. And compensation for all the time I've wasted dealing with you. But if you return my $259.99, I will be done with you.
This next reply might look familiar - it is the exact same message they sent on Nov 2!
Date: Fri, 6 Nov 2020 01:25:11 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Dear customer,
Good day
As check with the warehouse, your parcel has been returned to our tranship warehouse , not the returned warehouse.
And your printer has affected which can not be sold anymore, so sorry we can not refund you in full.
Our side here only can refund half of the value to you as you ship it back without our approval and your printer can not be sales anymore.
Sorry, this is the best refund I can apply for you after talked with our boss.
Should you have any other query, pls message me anytime，we will reply to you within 24 hours except the weekend or holidays, thanks. Have a sweet day!
Yours Sincerely,
Candy
Customer Service Department
So I did the same.
Date: Fri, 6 Nov 2020 22:54:29 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 11/5/20 7:25 PM, service wrote:
> Dear customer,
>
> Good day
>
> As check with the warehouse, your parcel has been returned to our tranship warehouse , not the returned warehouse.
I sent it there because it was the return address I got from YOUR website. YOU have the wrong address on YOUR website. That is YOUR problem.
> And your printer has affected which can not be sold anymore, so sorry we can not refund you in full.
It is not 'my' printer - I sent it back to you. The only thing mine here is the money you stole from me.
It "has affected"? What does that even mean?
> Our side here only can refund half of the value to you as you ship it back without our approval and your printer can not be sales anymore.
>
> Sorry, this is the best refund I can apply for you after talked with our boss.
Let's review.
I paid you money with the expectation of getting a machine capable of printing 3d objects.
You took my money and delivered a machine incapable of printing 3d objects.
After a month of working with it and spending more money trying to get it working, I still didn't have a machine capable of printing 3d objects.
I sent the machine back to the address on your return site.
You couldn't find it because you claim it was sent to the wrong place.
You refuse to refund my money.
You are hands down the worst company I have ever had the misfortune to work with. You are a bunch of scammers and thieves. I will spread this story as much as I can to warn others about doing business with you. I will also continue to work with the BBB (congrats on your 'F' rating there, btw) to let them know just what you are doing.
...
See, I can copy/paste the same message too.
Date: Sat, 7 Nov 2020 06:26:24 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Dear customer,
Good day
We can only apply for a half refund for you.
Waiting for your reply.
Yours Sincerely,
Anna
Customer Service Department
Date: Mon, 9 Nov 2020 20:46:57 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
So after the half-refund I will have paid you roughly $130 (not counting the $30 for the filament). I also paid about $35 for upgrades and $40 to return the printer. What did I get for my money? What good or service did you provide? What value have I gained?
Date: Tue, 10 Nov 2020 06:50:50 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Dear customer,
Thanks for your message.
We really want to help you solve the problem. If it is a quality problem, we need to cooperate with us to check the condition of the machine. If our technicians confirm that the machine is defective, we will provide you with a return label to return, but because you did not cooperate with the technician to check The machine sent the machine back by itself, and I can’t do anything about it now.
There are also customers who have the same situation as you. This is a very small probability that the machine has a problem, but as long as you contact us within 14 days, cooperate with us to confirm that the machine has Problem, we can provide you with a return service, resend a new machine or refund for you, but now they asked me to provide the professional and technical personnel's judgment certificate.However, because you refused to cooperate with the inspection machine, the technician said that it could not judge the machine problem.
I have try my best to apply Partial refund for you, Generally, we will not refund items that are returned without permission，Our website has this clause.
I am really really helpless now, Hope to solve your problem as soon as possible.
Yours Sincerely,
Anna
Customer Service Department
Date: Wed, 11 Nov 2020 15:31:45 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 11/10/20 12:50 AM, service wrote:
>
> Dear customer,
>
> Thanks for your message.
>
> We really want to help you solve the problem.
>
I don't think you even understand what the problem is. I gave you money in exchange for a working 3d printer. You didn't hold up your part of the deal. I returned the printer. You kept my money. You are thieves. If you want to solve the problem, return my money.
> If it is a quality problem, we need to cooperate with us to check the condition of the machine. If our technicians confirm that the machine is defective, we will provide you with a return label to return, but because you did not cooperate with the technician to check The machine sent the machine back by itself, and I can’t do anything about it now.
>
So you're saying there is no way to see if the machine is defective because I sent it back to you. Think about that for a second. Now here's a crazy idea: since I sent the machine back to you, have the technicians look at the machine themselves.
> There are also customers who have the same situation as you.
I don't doubt this.
> This is a very small probability that the machine has a problem,
I DO doubt this.
> but as long as you contact us within 14 days, cooperate with us to confirm that the machine has Problem, we can provide you with a return service, resend a new machine or refund for you, but now they asked me to provide the professional and technical personnel's judgment certificate.However, because you refused to cooperate with the inspection machine, the technician said that it could not judge the machine problem.
I don't know how many more times you want me to say this, but here's one more.
I didn't realize I was supposed to give up on the machine immediately. I thought it would take some time and adjusting to get it working. I didn't realize that after a month of this (and upgrading at my own expense) I would still have a pile of crap.
You are saying I refused to cooperate with the "inspection machine". I SENT IT BACK TO YOU! Tell your "technicians" to look at it for themselves.
> I have try my best to apply Partial refund for you, Generally, we will not refund items that are returned without permission，Our website has this clause.
>
So your best offer is to only partially scam me? I demand that you refund the full cost of the so-called 3d printer. Don't tell me you can't because we didn't inspect it - IT IS IN YOUR POSSESSION! GO INSPECT IT YOURSELF! Don't give me any other nonsense about a 14-day window. Had I known you were complete scammers I most certainly would have tried to send it back sooner. You are punishing me for actually giving your garbage product a chance!
> I am really really helpless now, Hope to solve your problem as soon as possible.
>
You have been helpless from the beginning. Please consider working for a legit company and not a bunch of scammers. Creality is by far the dirtiest bunch of thieves I have ever tried to do business with and I am doing what I can to spread the word about this (https://sirjorj.com/jorj/crealitysucks.html).
Date: Thu, 12 Nov 2020 02:30:05 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Hello,
Sorry, our engineers are all in China and cannot go to the U.S. to inspect the machine for you, and you return the machine to the third party warehouse instead of our return warehouse. If you don't accept it, there is nothing I can do.
Sincerely
Anna
Customer Service Department
Date: Wed, 11 Nov 2020 22:37:23 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 11/11/20 8:30 PM, service wrote:
> Hello,
>
> Sorry, our engineers are all in China and cannot go to the U.S. to inspect the machine for you, and you return the machine to the third party warehouse instead of our return warehouse.
>
I sent it to the return address I got from a link YOU sent me. Why did YOU send me the link to a third party warehouse?
Date: Thu, 12 Nov 2020 07:06:57 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Hello,
Thanks for your message
You should contact us before returning the goods. If there is a problem with the machine, we will provide you with a return label for return. You have returned the package without permission. We have not confirmed the problem with the machine. You sent the machine back by yourself. There is nothing I can do now.
Yours Sincerely,
Anna
Customer Service Department
Date: Wed, 18 Nov 2020 20:19:34 -0600
To: service <service@creality3d.shop>>
From: Jordon
Subject: Re: Partial refund
I've said this several times already but you don't seem to get it so I will say it slower.
THE. PRINTER. IS. IN. YOUR. HANDS.
YOU. CAN. HAVE. YOUR. "TECHNICIANS". INSPECT. IT. THEMSELVES.
On Nov 12, you claimed that I sent it to a 3rd party warehouse. I sent it to the address in the page that YOU linked me. Why did YOU send me the link to a 3rd party warehouse? Why would you use a '3rd party warehouse' for your return policy? I'll answer it: because you are NOT an honest company. You are a bunch of scammers who trick people into buying your garbage products and then you leave them hanging.
But even if you were an actual company with warehouses and technicians, what would happen? Either
a) They inspect the printer, see it is fine, and resell it. You got your goods back, so refund my money.
b) They inspect the printer, see it is defective, and try to make it right by refunding my money.
The only reason for you to keep my money is because you are thieves. You are frauds. You are scammers.
Your move. Be an honest company or prove that you are scammers.
On November 18, I submitted a complaint to my states Consumer Protection program.
Date: Thu, 19 Nov 2020 03:30:30 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: Re: Partial refund
Thanks for your message.
Our technicians are in China and cannot go to the United States to inspect the machine for you. This is why you are asked to cooperate with us to test the machine. Please understand the inconvenience
As check with the warehouse, your parcel has been returned to our tranship warehouse , not the returned warehouse.
And your printer has affected which can not be sold anymore, so sorry we can not refund you in full.
Our side here only can refund half of the value to you as you ship it back without our approval and your printer can not be sales anymore.
Sorry, this is the best refund I can apply for you after talked with our boss.
Should you have any other query, pls message me anytime，we will reply to you within 24 hours except the weekend or holidays, thanks. Have a sweet day!
Yours Sincerely,
Anna
Customer Service Department
This was attached: link
Date: Wed, 18 Nov 2020 21:52:33 -0600
To: service <service@creality3d.shop>
From: Jordon
Subject: Re: Partial refund
On 11/18/20 9:30 PM, service wrote:
> Thanks for your message.
>
> Our technicians are in China and cannot go to the United States to inspect the machine for you. This is why you are asked to cooperate with us to test the machine. Please understand the inconvenience
>
I DID COOPERATE! I was sent a link to a youtube video on how to clean the throat. It helped for a few hours and then it failed again. If I would have 'cooperated' more, what video would have your 'technician' sent me next?
> As check with the warehouse, your parcel has been returned to our tranship warehouse , not the returned warehouse.
>
So you acknowledge that you have the printer.
On Oct 30, 'Candy' told me that I send it to a third-party warehouse.
You say I sent it to a 'tranship warehouse'.
You scammers need to keep your stories straight. Feel free to use this as a reference: https://sirjorj.com/jorj/crealitysucks.html
> And your printer has affected which can not be sold anymore, so sorry we can not refund you in full.
I still have no idea what "your printer has affected" means.
If you mean it doesn't work, thanks for acknowledging that you sold me a piece of garbage.
Are you really saying you cannot refund my money because the garbage product you sent me doesn't work?
> Our side here only can refund half of the value to you as you ship it back without our approval and your printer can not be sales anymore.
What would I have gotten for the $130 that you took from me? A few small crappy prints?
>
> Sorry, this is the best refund I can apply for you after talked with our boss.
Because you are scammers.
I have already filed a complaint with my states consumer protection program.
Date: Thu, 19 Nov 2020 06:16:27 +0000
To: jordon
From: service <service@creality3d.shop>
Subject: RE: CRD102380
Hello,
Thanks for your message.
We can only refund half of the order amount for you, which is the maximum amount I can fight for you. If you do not accept, you can open a case in PP.
Thank you.
Yours Sincerely,
Anna
Customer Service Department
I got busy with other things so there was a bit of a break here. Then I decided to see if they were interested in being an honest company.
Date: Sat, 5 Dec 2020 11:26:57 -0600
To: JACK ZHANG <service@creality3d.shop>
From: Jordon
Subject: Still waiting...
I was just wondering if you have decided to act like a legit business. Because I am still waiting for my money back. Are you going to refund my money or are you still a bunch of thieves running a fake company as a scam?
https://sirjorj.com/jorj/crealitysucks.html
There was no reply.
On January 1, 2021, I left a review at trustpilot.com that said the following:
Creality is the worst scam of a company I have ever dealt with.
I got an Ender 3v2 in Sept 2020 and after weeks of tweaking and upgrading, it was still unable to print for longer than a few hours without screwing up. Theit "tech support" is just links to youtube videos to temporarily fix the problem until you are past their 14-day return window. In an email, they sent me a link to a website with a return address, so I sent it there at my own cost. First they denied even sending me a return address. Then they denied receiving it. Then they claimed it was sent to a third party warehouse, which is strange because it was the address they sent me!
I still haven't received my refund. Please don't support these scammers.
I have a webpage with a detailed report of my experience but this site doesn't allow posting links.
To which they replied:
Dear JH ,
We apologize for any inconvenience caused and sorry to make you unhappy.
After checked the correspondence mails with you and your order number,
we have sent you the suggestions to support you fix it asap and promised we will provide the return shipping label to you once confirmed it was referred to the quality problem by our techs, but sadly you did not want to work with us for the troubleshooting and insisted to send it back to one of our warehouses you found in our website without our approval's here, which is not the correct return address ,so the printer will definitely be abandoned
As we inform you on our website, we can not provide a full refund to you when the customer returns the printer to us without our approval as the printer has been used, which means that it will be destroyed by the warehouse and can not be sold anymore.
If you worked with us for the troubleshooting till the end, we definitely would provide a full refund to you and send you the return shipping label as you reported this case to us in 14 days when you got it.
So sorry for this, if you still accept our offer we try to apply to you before, welcome you to get back to us at any time, we are here for you.
Thank you and have a nice day.
Creality3d
Just more of the 'we would have returned it but you didn't work with us' lies.
At this point I kind of forgot about this whole thing and I had other things going on.
On March 18, 2021, I got a reply from the BBB:
Complaint ID#: 849836
Business Name: Creality 3D
We have received your most recent correspondence in the above-mentioned complaint case.
You have indicated that you are NOT satisfied with the business' response in the matter.
The business has not made any further concessions to their original response.
Unfortunately, BBB can not pursue the matter further. This complaint case is now considered closed UNRESOLVED.
BBB develops and maintains Reliability Reports on companies in our service area. This information is available to the public and is frequently used by potential customers. The company's level of cooperation in resolving to this complaint becomes a part of their file with BBB.
If you wish to pursue your complaint via other avenues, some agencies that you may wish to contact are:
It then listed some California-based places to contact. Again, I was busy with other things so I never contacted any of them.
Email Exchange: Part 4
Several months went by before I got to thinking about this again. We were coming up on the 1 year anniversary of them scamming me so I decided to contect them again. Every time they responded, they sent two identical messages. I guess their email software is as worthless as they are.
Date: Thu, 29 Jul 2021 23:31:57 -0500
To: service@creality3d.shop
From: Jordon
Subject: Been a while...
I was just wondering if you are still in the business of scamming people. It has been almost a year and you still haven't returned the money you stole from me. If you need a reminder (I doubt you would remember me from all the other people you scam), please read this: https://sirjorj.com/jorj/crealitysucks.html.
Date: Fri, 30 Jul 2021 08:15:06 +0000
To: jordon
From: service
Subject: Been a while...
Dear customer,
I'm sorry the product did not get your satisfaction. Could you please tell me what is wrong? If there are pictures or videos, we can better solve the problem for you
Please rest assured that our professional and technical personnel will do their best to help you solve the problem.
Thank you.
Yours Sincerely,
Sammi
Customer Service Department
Date: Sat, 31 Jul 2021 01:30:00 -0500
To: service
From: Jordon
Subject: Been a while...
As I said in the first email, the entire history is here https://sirjorj.com/jorj/crealitysucks.html - complete with emails and links to pictures.
Summary: I bought one of your printers, spent a month trying to get it to work, and finally mailed it back at my own cost. You (the fraudulent company, not you individually) came up with multiple contradicting stories as to what happened to the printer and still haven’t refunded my money.
Are you going to refund my money or are you still a bunch of scammers?
Jordon
Date: Mon, 2 Aug 2021 03:35:22 +0000
To: jordon
From: service
Subject: RE: CRD102380 Ender-3 V2
Hello,
Good to hear from you again .
So sorry to hear that.
Please kindly note that we only accept the returns from our customers within 14 days after you get the package. We noticed the parcel was delivered to you on August 2020, So sorry to inform you that we cannot provide the return service for you anymore .Sincerely hope you can understand,
Please don't worry we only guarantee the 1-year warranty.
Could you please kindly send us the video of the problem? I will check for you accordingly. Is that ok?
Thank you.
Have a nice day!
Yours sincerely
Customer Service Dept
Date: Sun, 1 Aug 2021 23:38:50 -0500
To: service
From: Jordon
Subject: Re: CRD102380 Ender-3 V2
On 8/1/21 10:35 PM, service wrote:
> Hello,
> Good to hear from you again .
> So sorry to hear that.
If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would see that you are not sorry at all for scamming me. You have repeatedly refused to refund my money or offer any real support other than 'watch this youtube video'.
> Please kindly note that we only accept the returns from our customers
> within 14 days after you get the package.
If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would have seen that we have been through this several times. I made the mistake of thinking you sent me a functional printer and it would just take some time and effort to get it working properly. I made the mistake of putting said time and effort into the garbage you sent me. You are actually punishing me for trying to get your garbage working.
> We noticed the parcel was delivered to you on August 2020,
If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would have seen that I received the parcel on Sept 3, 2020.
> So sorry to inform you that we cannot provide the return service for
> you anymore .Sincerely hope you can understand,
If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would know that I returned your garbage to you 9 months ago - 1Z570X110324285901 was the tracking number.
> Please don't worry we only guarantee the 1-year warranty.
>
> Could you please kindly send us the video of the problem? I will check
> for you accordingly. Is that ok?
If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would know that I no longer have your garbage - you do! I sent it back to you. I have told you this several times but you seem unable to understand it.
YOU.
HAVE.
THE.
PRINTER.
How can I record a video of something in your possession?
I sent you money for a 3d printer. You sent me a garbage product. I sent it back to you. You still have my money. You refuse to return it. You are scammers. You are liars. You are thieves.
Date: Mon, 2 Aug 2021 09:06:39 +0000
To: jordon
From: service
Subject: RE: Re: CRD102380 Ender-3 V2
Hello,
Thanks for your message.
Sorry, we have been unable to verify for you for more than half a year. I will apply for a printer for you at a cost price. Is this OK? You only need to buy at cost price，
Waiting for your reply
Have a nice day.
Yours Sincerely,
Sammi
Customer Service Department
Date: Mon, 2 Aug 2021 07:25:58 -0500
To: service
From: Jordon
Subject: Re: CRD102380 Ender-3 V2
HA! Are you serious? Your solution is to scam me out of more money? The LAST thing i want is to deal with your crappy products again.
You owe me AT LEAST $311.70 ($269.99 for the printer + $41.71 for the return charge). I spent more on tools and parts to try to get your garbage working and really should add interest for the time you have kept my money, but I'm willing to write that up as a loss. A legit company would have returned my money long ago.
You are the worst people I have ever dealt with.
Date: Tue, 3 Aug 2021 10:45:41 +0800
To: jordon
From: service
Subject: RE: Re: CRD102380 Ender-3 V2
Hello,
Thanks for your message.
Sorry, we have not received the product you returned. We suggest you check the location of the package with the shipping company. After confirmation, we can proceed to the next step for you,
Have a nice day.
Yours Sincerely,
Sammi
Customer Service Department
Date: Mon, 2 Aug 2021 22:37:07 -0500
To: service
From: Jordon
Subject: Re: CRD102380 Ender-3 V2
> Sorry, we have not received the product you returned. We suggest you
> check the location of the package with the shipping company. After
> confirmation, we can proceed to the next step for you,
Are you even reading the emails I am sending you? Or are you incapable of comprehending them? Yesterday I sent this:
"If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would know that I returned your garbage to you 9 months ago - 1Z570X110324285901 was the tracking number."
The tracking number is right there! Look it up yourself. I sent it to the address I got from one of your "support" reps. It is in your possession. I have nothing from you. You have my money. If you are an actual legit company, return my money and I can finally be done with you. You refusing to do so just proves that you are nothing but scammers and thieves.
If you cannot understand this, please forward this to someone who can.
No reply, so several days later:
Date: Sat, 7 Aug 2021 14:45:21 -0500
To: service
From: Jordon
Subject: Re: CRD102380 Ender-3 V2
> Sorry, we have not received the product you returned. We suggest you
> check the location of the package with the shipping company. After
> confirmation, we can proceed to the next step for you,
> Have a nice day.
I replied to this a few days ago and got no response so I'll send it again.
Are you even reading the emails I am sending you? Or are you incapable of comprehending them? Yesterday I sent this:
"If you would have looked at the link I sent you (https://sirjorj.com/jorj/crealitysucks.html), you would know that I returned your garbage to you 9 months ago - 1Z570X110324285901 was the tracking number."
The tracking number is right there! Look it up yourself. I sent it to the address I got from one of your "support" reps. It is in your possession. I have nothing from you. You have my money. If you are an actual legit company, return my money and I can finally be done with you. You refusing to do so just proves that you are nothing but scammers and thieves.
If you cannot understand this, please forward this to someone who can.
Date: Mon, 9 Aug 2021 16:35:07 +0800
To: jordon
From: service
Subject: RE: Re: CRD102380 Ender-3 V2
Hello,
Thanks for your message.
I’m really sorry, we can’t check with the shipping company for orders over half a year😢
Have a nice day.
Yours Sincerely,
Sammi
Customer Service Department
At this point, I think they signed me up for their scam-spam because I got a generic spam-type email from them as well.
Date: Mon, 9 Aug 2021 07:15:15 -0500
To: service
From: Jordon
Subject: Re: CRD102380 Ender-3 V2
> Thanks for your message.
> I'm really sorry, we can't check with the shipping company for orders
> over half a year😢
> Have a nice day.
I gave you this information the day I sent it back. Did you just ignore it until it expired? Kind of like your 14 day return window? Once it expires, your victims are stuck with your worthless product? In all of the communication I have had with you (and there has been a lot - https://sirjorj.com/jorj/crealitysucks.html), not once have I gotten any evidence that you are a legit company. Everything you have done is what a scammer would do. You have provided no support for your garbage product - you just sent a link to a youtube video to get me past the 14 day return window and then I was stuck with it. You have done nothing to try to make your customer happy - you got my money so you're on to scam someone else. Your F rating at the Better Business Bureau says I'm not the only one you've done this to (https://www.bbb.org/us/ca/city-of-industry/profile/3d-printers/creality-3d-1216-1267154). Perhaps it is time for me to explore my legal options.
