MatterHackers Avis 10

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.

They sold me a defective Craftbot FLOW 3D printerr and now they are ghosting me.

the screen freezes after about 3 or 4 touches.
Can't upload firmware, heat up the extruders, nothing.

The screen just freezes and then it is unresponsive to touch. The LCD monitor feels overly warm.

This is NOT PLUG AND PLAY as they advertised, and currently this $1000.00 investment is useless to me.
All I want to do is print!

😡I purchased a x1 carbon which does nothing but print in the air. It is failure after failure no matter what filament i use. It prints perfect calibration lines and even prints perfect first few layers then printing in the air. I called for support and 4 days later I still have not received a phone call. Every time I call I speak to a female that states she will notify support to contact me. The next day same story. It appears they just want your money. I'll be calling credit card company hoping to dispute the charge as the female stated on last phone call when I mentioned about returning item that they were going to charge me a 15% restocking fee. I Explained I didn't want to return product if they would just fix my printer. It isn't something I'm doing wrong. I have 3 other printers working just fine purchased from other companies. So far...... HORRIBLE CUSTOMER SERVICE AND SUPPORT !!!

Matterhackers sold us a Creality Sermoon D3 Pro 3D printer then informed us that there were no parts available for the machine - not even a replacement nozzle! We have been in contact with them about this since a few days after we made the purchase but we were put off with empty promises about acquiring parts. This outfit is underhanded and will deceive a customer until you are left holding a worthless printer... Go elsewhere!

They sent me the wrong product, ghosted me for a week, then forced me to spend 2 hours finding shipping materials, printing shipping labels, and waiting at the Post Office, to fix THEIR mistake. They should've sent the correct product, with a shipping label to send their mistake back. They wouldn't even send the correct product until I prove I sent back the item that they incorrectly sent me.

Large catalogue. Decent prices and very reactive support.