Boss Laser -

The laser itself is decent hardware but the customer service after the sale is virtually nonexistent. I had a question about replacing the laser tube after about 18 months of use and spent two weeks trying to get a straight answer. Phone calls go to voicemail, emails get canned responses, and the live chat just refers you back to the website FAQ. Very frustrating for what you're paying.

Used their laser cutting service for what should have been a straightforward job — 50 custom acrylic pieces for a retail display. The cuts came back with burn marks along the edges and inconsistent sizing. When I reported the issue they offered a partial discount on a future order rather than a redo or refund. That's not acceptable quality control for a professional cutting service.

We ordered two units as part of a B2B agreement for our fabrication shop. One arrived in good shape, the other had a damaged control panel that was clearly handled poorly during shipping. Boss Laser blamed the freight carrier and told us to file a claim ourselves. We're the customer — they should be handling freight damage claims with their own carrier. Took almost two months to resolve.

Machine quality is actually pretty good but the ordering and onboarding process left a lot to be desired. The sales team was pushy about upselling accessories I didn't need, and the promised setup tutorial session never happened — apparently it was a miscommunication about what was included. I figured it out on my own but felt misled. They should be clearer about what's included before you sign anything.

I have now submitted four warranty tickets about a Z-axis motor that failed after only four months of light use. Each time I get an automated email saying someone will follow up within 48 hours and then nothing. I've called, left messages, sent follow-up emails. My machine has been sitting unusable for nearly two months. This is completely unacceptable for a machine in this price range.

The cutting service job came back late and the quality was inconsistent across the batch. Some pieces were fine, others had visible scoring lines and the engraving depth varied noticeably from piece to piece. When I raised the issue I was told the variation was 'within acceptable tolerance' but they couldn't show me what that tolerance specification actually was. Won't be using this service again.

Mixed experience. The machine itself works well enough once you get it dialed in, but the documentation is genuinely poor. The manual references settings and menu options that don't match the actual software version that ships with the unit. I spent a lot of time on YouTube and forums figuring out what their own manual should have explained. For a company selling machines at this price point, the documentation needs serious work.

Purchased what was described as a refurbished unit at a significant discount. When it arrived it had a cracked honeycomb bed, a non-functional red-dot pointer, and the water chiller was missing entirely despite being listed in the product description. When I contacted support they said the listing was a 'template error' and offered me a $50 credit. I paid nearly $4,000. Currently disputing with my credit card company.