Laguna Tools Reviews

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Laguna Tools - Disappointment with the equipment. and customer service.
Update by user Sep 29, 2020

Company fixed the issue and I have been provided with apology. After sending a tech to look at the problems they could only fix one of them.

The rest I was given an apology and was told that the item could be purchased at a hardware store and repair by me. I had enough of it..

Original review posted by user Aug 30, 2020
I bought the Smartshop M2 the process of delivery was nothing short of a cluster. 1- Had to rent a forklift and I knew about it beforehand but was never informed with a confirmed ETA until 3 hrs. for delivery, Had to pay extra to get one rush for offload. 2- The...
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1 comment
#1995158

I was about to purchase a Laguna 18BX bandsaw but everywhere I go on the web I encounter one article after another regarding Laguna's terrible customer service. Yes, it is true that most of the time people with excellent experiences do not post as often as those with negative experiences.

But Laguna seems to stand head and shoulders above all other woodworking machine manufacturers when it comes to poor customer service and poor quality control. Very sad because the 18BX looks like a very nice machine but after watching detailed YouTube videos on Laguna's severe quality control issues I decided to go elsewhere.

Resolved
ID
#2142827 Review #2142827 is a subjective opinion of poster.
Pros
  • No pros at this moment
Cons
  • Product quality
  • Not working
  • Customer service
Preferred solution
Let the company propose a solution
New Reviewer
I was trying to attach a unfinished bowl to the chuck to be balance it and turn the latch on to see if the bowl is balance and don't have shaking.the speed was in the lowest, suddenly the lathe started turning fast like I never see fastest like that .then I did try to...
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ID
#2291166 Review #2291166 is a subjective opinion of poster.
Loss
$2000
Preferred solution
I need you send a technician to fix it.i love the lathe

Laguna revo 18/36 lathe broke down again (3rd) time

I purchased this 18/36 lathe a few years ago. Since purchase I have had to be trouble shooter and repairman replacing the electrical controls twice. This evening it quit again, yes,I checked the plug in and circuit breaker,pushed any control item I could find several times, still no go. A while back I had one of your past employees help me to trouble shoot the problem at that time, he was very helpful to me so I could better communicate with your customer service people, he also said that these machines were wired wrong at the factory which would explain the problems. I'm pretty disgusted at this time, I want a full time lathe not a fixer upper. Please let me hear from you.

User's recommendation: My error! A Labuan technician contacted me and asked me to check the error code which I did, it said (oH) I guess that means overheated. I then pressed the reset and it works. The manual says in the case of an overheated motor it will reset itself when it cools so I just left it alone. I have had two other previous problems with this lathe and the company made good on each occasion. I do really like this lathe, it is very well built, versatile and the variable speed start up is a must.

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ID
#2255855 Review #2255855 is a subjective opinion of poster.
Location
Joplin, Missouri

Burnt motor in less than a year.

3or 4 e-mails and nothing from Laguna. Love the lathe, just want it fixed. Burnt up Saturday under regular use.
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ID
#2199194 Review #2199194 is a subjective opinion of poster.
Location
Cassopolis, Michigan

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New Reviewer

Ordered filters for dust collector.

Had placed the order called multiple times could not get an answer where the order was at or tracking number. Customer service rep. never returns calls. A month has gone by and still have not received the order and also don't know if it has shipped or not. I have left messages with their shipping department and received no return call and with the customer service manager and they have not called back. My question is how this company can stay in business with this poor of customer service.

User's recommendation: Buy from another company if you can.

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2 comments
#1913896

Have you registered the machine on their site? They cannot help until that happens on machines that are purchased through dealers.

#1913934
@Burma

This is a repeat order from our two other orders that we have placed. No excuse for lack of communication towards customers.

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ID
#2126386 Review #2126386 is a subjective opinion of poster.
Service
Laguna Tools Customer Care
Cons
  • Customer service
Loss
$2500
Preferred solution
Deliver product or service ordered

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New Reviewer

POOR Customer Support

DO NOT buy anything from this company if you want good support. I purchased a fiber laser and received the worst customer support I have ever experienced. The company doesn't offer any online video support, documentation. You get the generic documents from China or the newer version of the software that was shipped. Then you are told you can't upgrade the software (WTF). I will forward all the email proof to anyone that doesn't believe me!

User's recommendation: DONT BUY!! Goto a real company that cares about their customer.

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ID
#2115425 Review #2115425 is a subjective opinion of poster.
Preferred solution
BETTER SUPPORT
New Reviewer

Poor customer service

Laguna Tools - Poor customer service
Purchased a Supermax 1938 Drum sander July from Orlando Rockler. Upon opening I discovered the indeed rolled had fallen off because of a broken bearing. It appeared the unit had been dropped as the shipping boards were broken. .All I needed was about $20 worth of parts to fix it so I contacted customer service. They would not talk to me unless I produced a sales receipt even though I had photos of the damage and SN# . After 2 weeks of calling to Dennis and Candace, They agreed to send the parts. I still have not received the parts and have been calling and sending emails all month with no response. MAILBOX FULL
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ID
#2098519 Review #2098519 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

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New Reviewer

Lost item, no customer service response, requests ignored

On June 18, 2020, I placed an order (#93472) on their website for ceramic guide replacements for my 14BX bandsaw. Given COVID-19, I understand things like shipping may be delayed. I patiently waited until July 20 to send an email to customerservice@***.com: that said "Just wondering - I haven't received the order below - can you please let me know whether it has shipped, tracking number, and/or when I might expect it? Thank you!" I received no response. The next week I called; initial calls gave a "busy tone", no voicemail / waiting system. Tried again a few hours later and spoke to someone who said that they had recently moved their warehouse from California to Texas and that "my order had been missed by mistake". She said the item was in stock and would rush deliver it and send me an email with tracking info. No response. Called the next week, basically got the same story. Did this again a week later, same result. Did this yesterday, August 3rd - and same result. The person told me that the product I ordered has ~60 units in inventory and there's no reason it should be taking this long. I was promised that an email would be sent with status of order, etc. but nothing came. When I call, I am super friendly, not some angry customer that might *** off the person on the other end. I'm super frustrated and disappointed in this customer experience.

User's recommendation: Shop somewhere else.

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ID
#2098193 Review #2098193 is a subjective opinion of poster.
Pros
  • Good tools
Preferred solution
Deliver product or service ordered

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Verified Reviewer
New Reviewer

Unhappy with customer service

Received my lathe 2 months ago. Came damaged. Tried to resolve with the shipper. No use. Called, emailed and texted Laguna. Oh we will get you the new parts. (which of course I would need to install myself). Well now they won't even respond to my communications and complaints. All in all the unit is wonderful, but the customer service stinks.

User's recommendation: Be wary.

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ID
#2073756 Review #2073756 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

Dont deal with these people

terrible service and lack of knowledge
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ID
#1760189 Review #1760189 is a subjective opinion of poster.
Location
Amesbury, Massachusetts

Order switch

Richard took good care of me. I had problems making contact at first. Thanks for your concerns Scott
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ID
#1733980 Review #1733980 is a subjective opinion of poster.
Location
Fishers, Indiana
Service
Laguna Tools Customer Care
New Reviewer

Resolved: Beware that they may not have replacement parts

Update by user Dec 19, 2019

After 2 months of corresponding with the laguna Cusotmer Service Rep he found a used part on an old table saw that the parts department had "in the back", He sent it to me free of charge. So I now have a part.

The Rep was great and tried very hard. But doubt remains about Lagunas policy about carrying parts for previous versions of their power tools.

Original review posted by user Nov 14, 2019
I bought a Fusion table saw about 4 yrs ago. This summer the blade arbor started making a grumbling sound and, upon disaseembly I found the the arbor was scored and pitted at one of the bearings. Laguna customer service was eager to help. He really did try and would have sent the part for free but the part is no longer made for my version of the saw. I had a machinist weld and re tool the arbor but that will be a temparary fix only. Be aware that it appears Laguna does not stock parts for previous models after new version come out.
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Resolved
ID
#1707801 Review #1707801 is a subjective opinion of poster.
Location
Anaheim-Santa Ana-Garden Grove, California
Pros
  • Nice machine
  • It wasa great saw until i needed a part
Cons
  • Replacement part availablity is a problen
Reason of review
Replacment part unavailable
Loss
$800
Preferred solution
Let the company propose a solution

Absolutely love my Router

Got a SmartShop this thing is awesome!!! Thanks Chris Cold for holding hand and always answering my phone calls even on the weekends!! Laguna customer for life.
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ID
#1689599 Review #1689599 is a subjective opinion of poster.
Location
Euless, Texas

Amazing Company and Customer Service

I have been a customer of Laguna Tools for several years now. Not only is their product top notch but their service department lead by Mr Ring is outstanding. They are always quick to help and provide excellent communication. What a terrific service department!
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ID
#1623500 Review #1623500 is a subjective opinion of poster.
Location
Anaheim-Santa Ana-Garden Grove, California
Service
Laguna Tools Customer Care
New Reviewer

Resolved: REVO 18/36 1 month old

This thing worked for 4 weeks and...it's already broken. Push the start button and the motor starts and as soon as you take your finger off the start button, it stops. Push and hold the start button, motor turns but stops when released. When it does turn and stay running, as soon as your tool contacts the wood, it slows to a stop. Called Laguna, they said they'd send me a relay and a start switch, that was several days ago, and I now regret purchasing this thing. Time to call Woodcraft and get a refund, or take Laguna to court if necessary.
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Resolved
ID
#1485265 Review #1485265 is a subjective opinion of poster.
Location
Carson City, Nevada
Reason of review
Poor customer service
New Reviewer
Bought a Laguna Revo 183* 110v lathe. Ordered it on January 25, 2019 and picked it up almost a month later at Woodcraft in Hurst, TX on February 23, 2019. Got it home, unpacked and set up. Plugged it in after making sure the spindle and belts were all turning freely....
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2 comments
#1740933

Well be happy it was only $2800. I have a $40,000 CNC machine that I can not get help on because "all of our techs have left for the day".

The video setup instructions do not match what I have. My sales person is ignoring my text messages......

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ID
#1483617 Review #1483617 is a subjective opinion of poster.
Location
Anaheim-Santa Ana-Garden Grove, California
Product
Laguna Tools Lathe
Reason of review
Damaged or defective

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