sunlu.com Reviews 310

Ordered a brand new S4 drier and was sent an open box item that I can only presume was a customer return as the power cord is faulty. Having been in touch with their customer support and supplying photographic evidence which clearly proves it was open box, extra layers of tape etc, they eventually offered to refund 10% of the cost and to supply a new power lead. A month on and several emails later and they have done neither. Now pursuing a charge back through my credit card.

Excellent service and exceptional product. I cannot be happier with the filament I have received and will be purchasing more.

Warning: Poor delivery and customer service at Sunlu - be careful when ordering!
Review for Sunlu: Difficulties with delivery and customer service

I would like to share my experience with Sunlu as I had significant problems with delivery and customer service.

Customer service and support:
My main criticism is about the customer service. Despite multiple attempts to contact support and get information on shipping my order, I was left with no or very delayed responses to my inquiries. This is particularly frustrating as a prompt resolution to my delivery issues is urgently needed.

Delivery problems:
A serious problem was the delivery of my order. Although the shipment was announced electronically on 01/08/2024, I have not received any further progress or actual delivery until today, 06/08/2024. The lack of communication about the status of my order and the lack of a concrete shipping confirmation raise serious questions and detract from the overall experience.

Overall frustration:
To summarize, my experience with Sunlu has been one of great frustration. The inadequate customer service and unresolved delivery issues contribute to an overall very negative perception. I hope that Sunlu takes the necessary steps to address these issues and improve communication and delivery processes

My sunlu printer has been out of action since 2 June. I bought it m October 23 from Jayo and affiliated part of sunlu. The advert promised a 1 year warranty. I had sent several messages to the seller but completely ignored me .I also contacted sunlu technical China. They made me take it apart at the front and take pictures to conclude what I needed. They wouldn't tell me what I needed but today . Just said sorry we've got no parts! We can't help you. Nearly 2 months later . DONT BUY ANYTHING FROM THIS COMPANY. SIMPLE

Won't accept a return even for a unused product. Customer service replies with the same line "not quality problem, the machine can not be returned after use, sorry" after I have explicitly told them that I have not used my product. It says even on their own return policy that unused products can be returned. Avoid at all costs.

Nothing But issues with all 4 printers i purchased. Dead power supply, fgaulty power supplies that reset the printer, faulty motors on x and y axis.

Contacted:
Branding(at)sunlu
sales(at)sunlu
sales02(at)sunlu
Amanda Lee @ support(at)sunlu

After weeks of jumping through hoops to try to fix the issues they have ghosted me and do not respond to emails. All of this within the 1 weeks of owning the printers and 2 months of troubleshooting, so well within their refund period.

To contact me please provide an email I can use to connect.

July 26th 2024 - Issued a full refund for the 4 printers. - Thank you, but I would have prefered to have these working to support my business.

I purchased a filadryer s4 from sunlu and it started to set on fire i contacted them i have photos of the plume of smoke that came from the unit and the melted wires after i unplugged it none of the fuses tripped and they never replied to my email your response to this review is poor and shows you didn't read the review or do not understand your products as this is not a printer its a filament dryer specifically the power cord and female 2 pin connector

Their filament is very good for the price you pay for it. However, they seem to have some issues with shipping and customer support. I had ordered 120 kgs of pla+ and some other spools if filament. They sent the 120 kgs but they seemed to have forgotten my other spools and refunded the money without any notice. Ordered 20 kgs again later but only received half of my order. After a couple of weeks the rest came, due to this being a business purchase it created delays in production.

I orderd my package normaly and i waited 2 weeks but no info so i sent a email to sunlu and asked them where is my package i thould have come by now. And the next day i get an email saying that my package is getting ready for shipement so i guess the forgot it. Anyway the link to track you package didnt work and track your package site on sunlu just showed that my package number doesnt exist and i got paranoyed but after 4 days i got a messige on my phone that my package is in my country and i have it now and its all good and everything works fine.
All in all if you want to order from the site it comes with a risk and a lot of strees so its better to just order from amazon.

Ordered 10kg PEtg filament. It said there were 43 in stock when I ordered and it said they would send it within 3 days. They have not sent anything but have taken my money

They don't reply to my email.

DONT ORDER FROM THIS SCAM COMPANY

Even after reading some of the reviews I took a chance and ordered directly from the website since Amazon was missing a couple color options. I’m in Canada and the package was sent next day from BC I got it in less then a week, package was fine, no issues here.

Avoid this company at all costs!! Do not ever purchase directly from the company themselves they will take months and months to ship out they do not respond to customer service. Ordered a filament dryer that never showed up and customer service is non-existent they will literally steal your money and you will have to contact your credit card company and make a dispute. If you order their filament from Amazon it is fine because it comes from Amazon but if it comes from them themselves you will get scammed.

Placed an online order with them. Tried to contact their sales and support and got no response I've sent at least 6 emails to 4 different email address. Delivery company said my parcel was sent back. No response from Sunlu

Waiting a month, order not even shipped.
Email and web chat is not responding.

Sent a leaked product. must reply in 14 days but several emails received no respose so they have lost a big potential contract.
RETRACTION!
Sunlu have now responded and sent a FULL refund for both products! Thank you, will reconsider using again after trying products. Maybe delay was due to translation 😉😊

Products are good however, shipment and customer care are very bad.
Placed an order beginning of november with a promised delivery in max..10 Business Days.
We're mid december and still no delivery, hence also no response on emails asking about status

Won't honor their black friday offer - I met the order threshold, but the code didn't work. I placed the order and wrote in right away with my order number and asked them to adjust the order according to their ad. I received no reply and the order arrived without the black friday extras.

I have screenshots of the ad showing the offer and aside from a short reply to my email claiming it was a mistake (it was live for hours), I am now being ignored.

Terrible service, no honor or regard for their customers. Buyer beware!

Place printer order from Sunlu.com website. They provided a tracking number but item has never been received and the tracking from UPS shows zero shipping updates. Sunlu has not responded to any communications until I filed a claim with Paypal for item not received. They sent the same UPS tracking number in response. I can only assume the are unwilling, unable or lack the concern to try. Once payment is received their obligation to take your money is complete and all else is ???

Bought a Sunlu S2 filament dryer. It died within 6 months, and even though it had 1 year warranty and I proved it was only 6 mo old, Sunlu would not warranty it. Lots of stories about this type of service. They deserve zero stars.

Can't give lower than 1 star sadly sunlu deserves to be negative stars. First their printers are garbage out of the boxes and they don't respond to support e-mails. If you do get a reply from support they tell you nothing or say something that needs clarification but your response requesting clarification goes unanswered. There are a lot of people on their official FB group with machine problems trying to get help from users because sunlu is useless there are also plenty of comments regarding their lack of replying to support e-mails. If you haven't bought sunlu, DONT, if you have junk it and buy from reputable brand, I don't even recommend buying their resins or filaments at this point. One more thing they list false specs of their fdm printers. They spec print bed at 0-100c but I'm truth it is 0-90c which makes it difficult to print most abs filaments I have tried including sunlu brand.