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New Reviewer

Poor Quality

Laguna Tools - Poor Quality
Bought the Super Max 1632 Drum Sander from my local Rockler store in Novi, MI in September 2021. After putting the machine together and adjusting it per their manual it would not retain tracking. Afet numerous time spent trying to adjust it with no consistent success,...
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ID
#3696055 Review #3696055 is a subjective opinion of poster.
Location
Commerce Township, Michigan
Preferred solution
Full refund

Part missing from fusion 1 table saw

I bought the Fusion 1 table saw through Woodcraft when i put it together the tape for the fence was not with the package. Is this something I have to order separate and if so who would I order the part from? Thank You
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ID
#3542702 Review #3542702 is a subjective opinion of poster.
Location
Huntsville, Alabama

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New Reviewer

Dissatisfied

Ordered small part for my lathe in February 2022. It is now May 2022. Cant get any answers or return phone calls. Cant get anyone on the phone extensions. Utterly unacceptable. Was considering upgrading to larger lathe but will have to rethink this now. Upset

User's recommendation: I can’t.

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ID
#3542294 Review #3542294 is a subjective opinion of poster.
Location
Spokane, Washington
Preferred solution
Deliver product or service ordered

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New Reviewer

Terrible customer service

I have a SuperMax 19-38 thickness sander. Apparently, SuperMax was bought out by Laguna Tools. I needed to order some parts. Only one part was in stock and the other had different part numbers from that in the user manual. Called Laguna and was told there is no one in the parts department and they have to create a ticket and someone will call back in 2 days. Really? No wonder why Laguna has a reputation for terrible customer service.

User's recommendation: Don't buy anything Laguna sells because their customer service is terrible.

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ID
#3514391 Review #3514391 is a subjective opinion of poster.
Location
Sterling, Massachusetts
Pros
  • Decent sander
Cons
  • No part availability and no customer service
Preferred solution
Deliver product or service ordered

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New Reviewer

Shady rude Sales Reps

The sales reps must be commission based as if you have any questions my particular sales rep never responds or called back when he says. Also had the nerve to state "if your not serious about buying, don't waste my time" this was in regards to an end of year sale going on in 2021 and we had to check our books if we wanted to put a machine onto the 2021 year or 2022. Real simple but TERRIBLY rude rep. You make a complaint or reach out to another dept or person and they do nothing.

User's recommendation: Stay FAR FAR AWAY, you might get an okay machine but if you ever need to deal with customer service they will treat you like garbage and not care about the customers.

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ID
#3377228 Review #3377228 is a subjective opinion of poster.
Pros
  • Nice looking machines
Cons
  • Response time
  • Customer service
  • Price

Purchased a F1 table saw there is no arbor tilt lock as shown in manaul

When I questioned the discrepancy was told manual was incorrect locking arbor tilt clearly shown then was told can't even be upgraded so I get to use a visegrip to hold arbor tilt on a $1200 table saw
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ID
#3310306 Review #3310306 is a subjective opinion of poster.
Location
New London, Missouri
New Reviewer

Bad Customer Service.

I purchased a Smart Shop Laser EX from Laguna Tools. The laser tube broke after only 8 uses. (expected to last about 2 years) They processed it after about 4 phone calls, 1 month goes by and I haven't received it yet, and they couldn't give me any straight forward information as to why it hasn't been shipped out. Now I'm back on the phone again just to simply get a shipping date. 1.5 Months now and No solution. That's a lot of money spent on a non-functioning machine.

User's recommendation: When purchasing an expensive piece of machinery, customer service is key. Laguna is failing with that.

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ID
#2899736 Review #2899736 is a subjective opinion of poster.
Pros
  • Nice machine
  • Cheap or reasonably priced machines
Cons
  • Customer service
Preferred solution
Deliver product or service ordered
New Reviewer

Lathe issue

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

Resolved: Disappointment with the equipment. and customer service.

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
  • Not working
  • Customer service
  • Product quality
Preferred solution
Let the company propose a solution

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Verified Reviewer
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 Qts

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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Verified Reviewer
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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Verified Reviewer
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

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