Laguna Tools Laser Cutter

Laser Cutting
1

As many of you are aware Laguna Tools has a new line of Laser Cutters. A few months back I placed an order for a 150w Laser cutter with a bed size of 38"x52". The machine that I ordered was the SmartShop EC model.

https://lagunatools.com/cnc-laser/co2-lasers/smartshop-laser-ec/

Before placing my order I did some research on Laguna tools and noticed that their customer service and warranty was lacking, to say the least. However, most of these stories were approximately five years old. I had assumed that Laguna had made some improvements since there were no current reviews dictating otherwise.

I want to share my experience so that there is a current review regarding this manufacturer.

Here is a brief timeline of the process. The quotation marks represent direct quotes in email correspondence from Rick Kerrigan, Sales Manager, for Laguna Tools

2/2/17 “Lead time 4-5 weeks out”
2/23/17 “container due in the end of March. So we are 5-6 weeks away from being able to deliver.”
2/27/17 order was placed with an approximate ship date of 3/27/17 TBD
4/4/17 “couple of weeks away”
5/1/17 “Finally in Port”
5/1/17 “estimate 2 weeks or so”
5/18/17 “FYI-your machine should be ready to ship next week”
5/26/17 account paid in full," Machine should ship next week"
5/31/17 “will finally be shipping Tue-Wed of next week”
6/5/17 (telephone conversation) will be shipped Tuesday or Wednesday of this week
6/9/17 STILL NO SHIPPING CONFIRMATION!!!

I had been extremely patient through all of this process, but sometimes enough is enough. I sent a message to Rick expressing my Concerns.

The response was as follows:

“I certainly understand and am beyond frustrated too - the factory we contract has not met their promised production lead times - we are definitely selling way more than anticipated but when we landed them as our factory they committed to being able to handle us. We hope to finally be caught up soon (as they are finally improving on their ship dates) - but it has been difficult at best - I do not like my customers being disappointed believe me.
That being said, your order shipped on Wednesday via Saia Freight - usually when an order is invoiced you receive an automatic email with tracking.”

Previously, Rick and I had discussed Delivery and I paid $750 for Home Delivery. When we discussed delivery options, I had informed him that I live on a Culdesac and most deliveries that come frieght have issues because 54’ Semi Trucks can not turn around. Here was his response: “It is set up as residential delivery w/liftgate service - the carrier is Saia - they are usually pretty good. Once it ships, I will send you the tracking # and contact info - I would recommend calling once it’s on the road and explain your specific situation. They should be able to handle i.”

As of my first email on 6/9/17 I had not received any tracking number or contact info for the shipment. Rick provided this information to me in his reply. It had already shipped and was currently in Texas with an expected delivery date of 6/12/17. I then contacted the shipper, Saia, with the tracking number. I was informed that delivery would be on a 54’ Tractor trailer and that if they could not get to my house with a tractor trailer, then I would have to do a dock pick up or meet the driver somewhere for pickup.

Let me point out that the shipping weight on this item is 1700 Pounds!!! What they were demanding is nearly impossible without Large Moving Equipment such as a forklift and a trailer, which most individuals do not have available at the drop of a hat. Let me also state this as well. Once I take delivery, I am solely responsible for the machine from the place I picked it up, to its final destination in my workshop/residence. So if anything was to happen, then it would be entirely my loss and not the shippers. This is why I demanded Home Delivery and Paid for it. If the item had been less than 200 lbs, then I would have not been nearly as concerned but we are discussing a 1700 lb item here. No easy task for one person to move from Curbside to garage, let alone move it several miles including loading and unloading.

Needless to say, I became disgruntled and contacted Rick again. The response given was “Our Shipping Manager is on this and will arrange a solution.”

So as of 6/9/17 delivery is scheduled for 6/12/17.

So this has been my experience so far and the machine still has not arrived. It really makes me wonder how the customer service will be after the fact considering the bad reviews pertaining to this company’s past history of bad customer service.

I also want to point out that the Frames for these machines are manufactured across seas. They are then imported to the US. I was under the impression that Laguna Tools finished assembly of these machines on site in their own factory. But as stated in Ricks reply they contract a local factory who he laid the blame on for the delays. So to the best of my ability it seems that Laguna Purchases the frame for the machines from across seas and then contracts another company/factory to assemble the units here in the States. My assumption is that Laguna never even see these machines and they are just a retailer for them. All work is done by other companies who set up the machines and apply the Laguna stickers and Laguna is just a middleman for the sales department. I can not verify this but it seems logical considering my experience so far.

This does help explain one thing that concerned me early on after I placed the order. Information for these machines was very sparse and answers to my specific questions were extremely difficult to obtain. If I had to guess, the reason for this is because Laguna is just a middleman and the Sales Agents or even Sales Manager do not know the product they are selling. This is a huge Pet Peeve of mine. Typically when a Salesman does not know the product, then that means they are only trying to make a sale and do not care wether the item they are selling is the best product for the consumer.

My advice, Buyer Beware!!!

At this point, it is very possible that I would have been better off just ordering an equivalent model off of Amazon. Plus I would have saved a substantial amount of money by not buying a name brand laser with their warranty.

I feel that since there are so very few reviews available for the Laguna Tools Laser Cutters, that I am obliged to share my experience with the public. I will continue to update this thread as this situation progresses.

1 Like
2

Looks like a Bodor http://www.bodor.com/CO2_Laser/2016-08-05/26.html

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Michael,
Thank you for your detailed timeline. I have personally ordered two different laguna tools ( a dust collector and bandsaw ), at different times, and after each one got delayed multiple times I canceled each one. The DC was ordered through Rockler and they were good about keeping me updated. The bandsaw was ordered through my local Woodcraft store and the owner was more frustrated than I was.
In the end I got a Clearvue cyclone and a Powermatic PM1500 and never looked back.
I’m done with Laguna for the reasons you stated and my own experiences.

On a side note, the Woodcraft owner went to California for a big meeting with Laguna and he felt like they understood many of the issues and are working on them. The delay in my bandsaw was due to an issue that Laguna found in the design and was trying to fix before they started shipping them which I appreciated but I needed the tool for a project.

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I also have a Clear View Max. Purchased around 2012.

It took 3 deliveries before I received a motor that was undamaged.

The first Cyclone section that arrived did not arrive intact. The entire inside Ramp area had came completely loose during shipping. So basically all it was was a large funnel.

When I placed my order, I gave deminsions of my DC closet and was assured that the Dust Collector would fit. Unfortunately it did not fit without having to relocate the ducting and cutting new holes in the wall, which I did not do because the wall that I would have had to cut through was a 18" Structural I-beam. So I had to turn the unit sideways in the closet resulting in a 180 degree U-Turn as the duct connects to the unit, which greatly reduced the suction.

There were also major manufacturing delays associated with that order as well.

If I had to do it over, then I would choose an Onieda DC system instead. I am part of a local Woodturners Club. Several members have upgraded to the Onieda Systems. They are impressive machines.

Powermatic ROCKS!!! I own a 54a Deluxe Jointer, 3520b Lathe, and two DDS-225 Dual Drum Sanders. They have never let me down. I will eventually add more Powermatic tools to my arsenal.

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It’s interesting that we have almost exactly opposite experiences with the two DC companies.
I have to say I’m really surprised with your experience with ClearVue. Maybe they have improved things over the years as I got mine last year. My experience with them could not have been any better. From honoring an old sale because I was dropping the Laguna, to literally having it at my house the same week, to them packing as much of the extra stuff I got inside and around pieces to reduce the shipping, to everything being packed well and securely, and to them responding to my stupid questions almost immediately.

My dad has an Onieda Gorrila and likes it but it’s not even close to what the Clearvue is and has even talked about replacing his with a Clearvue after seeing mine.
I’ve talked to Onieda multiple times on the phone and over email and will never deal with them again. My experience was the ladies I worked with were rude, didn’t care, and couldn’t find simple information ( the actual size of an outlet ). I ended up going ahead and getting their super dust deputy and the information I finally got from the lady was not even close to the actual size, which like your situation, caused me a huge problem. I should have returned it but didn’t.

I have the 54HH, the PM1500, an older 15" planer with shelix upgrade, and the air cleaner and enjoy them all for sure. My dad is a big PM guy as well. Neither of us have ever had a single issue with the PM stuff.

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Update:

Delivery was scheduled for today, 6/12.

By following the tracking information, the unit has been at the shippers facility less than 50 miles away since 4:30am on 6/10.

I called Saia this morning. I was informed all of their drivers have taken out for the day and delivery won’t be until tomorrow.

For over two months I have had a trip scheduled where I leave town tonight and will be out of town until Friday night. So it was either Reschedule my trip or let the delivery sit on the dock for a week. I can not reschedule my trip, nor do I see a reason to do this, so I Rescheduled delivery for Next Monday, the next possible opportunity.

Further, I was informed that this was still to be delivered on a tractor trailer and since I live on a culdesac, it will be my responsibility to make other arrangements for Pickup, they will not deliver.

I informed Saia that they needed to either A) call Laguna and make different arrangements or B) just ship the machine back to Laguna.

I sent this Info to Rick and I am awaiting a response.

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Update:

I received a few emails from Rick today.

After I found out delivery was scheduled for today, I cleared my entire schedule except for a doctors appointment that I couldn’t reschedule and my vacation. So I blocked out an entire day to
Accept delivery except for 2:30-4:00 for the Dr appt and I can leave on vacation at anytime this evening.

The responses that I received from Rick were as follows.

“My coordinator said she arranged for the machine to be delivered to the Saia terminal and she was to arrange a smaller truck to pick up from there and deliver to you. Let me check with her when she gets in and see what the plan is.”

“My coordinator says she is getting it picked up today from Saia and will deliver by 3:00pm.”

I informed him of my Dr appointment

“I relayed to the coordinator - we are trying to do our part to get this delivered today.”

“Michael, what time will you be back from your doctor’s appointment? and what is the latest they could deliver to you if they can’t get there before your appointment?”

I informed him anytime before 2:30 and after 4pm and gave him both a landline and a cellphone for the driver to reach me at.

It is now after 8pm.

No call, No Show, No Delivery.

Tracking is still showing the machine is at the terminal less than 50 miles away. And it has been there for over 60 hours now.

So I lost an Entire Day waiting for delivery.

I guess the machine will either sit on the dock for the next week, which is never good, or I will just request for it to be shipped it back. I have not decided yet. Seriously contemplating just refusing delivery, requesting a refund and taking my business elsewhere.

I have also been contemplating purchasing a Laguna CNC with an Automatic Tool Changer and have discussed pricing with Rick on multiple occasions. However after this experience, I do not feel comfortable giving them any further business. They have already wasted too much of my time.

I am already completely disappointed in this purchase and the machine has not even arrived yet.

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That would be my plan.

1 Like
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That sucks. Have you looked at fslaser.com? THey may not be the quality you are looking for though. We have a hobby and it has exceeded our expectations.

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Update:

This is the message that I sent to Laguna Tools on Friday 6/17, it arrived at 11:30am their time. There has been no reply as of yet.

Rick,

Obviously there are issues with Laguna’s supply chain that has caused more than 2 1/2 months of delays.

Also, we discussed shipping before the laser was shipped, you informed me that the freight Carrier could handle it. Obviously that turned out inaccurate as well.

Delivery was scheduled for Monday and again I was let down, this was after I cleared nearly my entire schedule to be available for delivery. The second freight carrier that you scheduled to pick up and deliver the machine on Monday 6/12 did not even pick up the crate until Wednesday 6/14. This was already two days after the scheduled delivery date and they did not even try to contact me until Thursday 6/15.

This has been a very aggravating experience and a major waste of my time. I could have purchased from another reputable company and been up and running 2 1/2 months ago bringing in income.

On Monday 6/12 I sent you a message asking you “How would you feel in my situation? What would you do if you were in my same position???”
I have received absolutely no response. Not even a single APOLOGY for wasting my time. So apparently you would not do anything or down right just do not care. Either of the two are unacceptable. So I am assumed that you were just hoping that I would take delivery and the sale would be completed and you would be done with me and I would be stuck with the machine.

If this is the customer service that I am getting before delivery, I can only imagine what a nightmare the service will be after I take possession of the machine and Issues do my arise with it.

This is TOO large of an investment to take that risk with. I don’t know about you, but $10k is a substantial investment for me and I chose the Laguna machine because of name recognition and service after the sale. I could have purchased nearly an identical machine from another company for several thousands of dollars less with the main difference being the sticker on the front. Apparently, I made a mistake choosing Laguna Tools.

Considering that I have not received any type apology for the hassle, waste of time and possible waste of income from a business standpoint, the only statement from you was “I certainly understand and am beyond frustrated too”. I consider that to be a pathetic excuse for Customer Service and unacceptable. All you have done is pass the blame down the line and have not taken any responsibility for any of the delays or issues although it is your company’s reputation on the line. Personally I do not consider this to be good for business.

Apparently, you have not had any issues selling these machines and they are selling like Hot Cakes because that was one of the excuses you provided me for the massive delays.

Taking all of this into consideration, you can request that the machine be returned to the factory, I do not want it. I expect a PROMPT and FULL REFUND to be reimbursed onto our credit card ASAP. I have already explained the situation to our financial institution and they informed me that we can contest the entire purchase if you do not comply.

Good luck on your new endeavors. And have a nice day.

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Sorry for your troubles, Michael.

Unfortunately, I see a lot of this these days.

Thanks for sharing your story. This takes them off my list of sources.

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Have you looked at thunderlaser.com?

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For USA:

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Not yet. I will put them on my list to review.

Thank you

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Thanks. They are on my list to review.

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Upon reviewing my emails with Rick I did make one mistake. I did receive “Sorry for the delays”. However that does not make up for the lost time or overall troubles with this transaction.

Just thought I should update to clarify so that all of my facts are correct. I do not want to be misleading.

1 Like
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Update/correction:

Apparently Laguna does assemble the machines in-house.

I was given a 5-6 week delivery time frame before and after I placed my order.

It took over 5 weeks for their In-House factory to assemble the machines and prep them for shipping. This is in addition to the time that it took the overseas factory to manufacture the frame and ship it across seas.

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This is how Laguna replied.

Michael,

I most definitely understand (and share) your frustration - it took far longer than expected - we have definitely been taking means to add additional factories to build the frames as the one we have been using cannot keep up with our demands - even though they had promised they could when we contracted them.

One point I wanted to make was concerning the delivery. Our logistics department really did jump through hoops trying to arrange delivery the same day as the originally scheduled delivery. We ship thousands of machines with just about every single carrier every year and can pull in a favor when we need to. Almost without exception, if there is any change in a delivery however, it takes another day to get it delivered. I did not know about you going out of town. So it made things much harder. She finally found someone who would have been able to do it. But then when I relayed the news regarding the window that you would not be available because of your doctor appointment, that carrier opted out of being able to assist. She was then able to pull in another favor by having it stored for us until you got back without incurring any storage fees. She had thought you were going to take delivery when you got back.

The other point was to clear up a misunderstanding about the production of these lasers. I saw in a post that you thought we sent them to a third party to be built after we receive the frame. We do all of the work on these in house in this building. When I read through one of our email threads, I’m guess the misunderstanding stems from me using terms like “I checked with them” and “they are saying” etc. But I was referring to our own in-house production team.

And again, sorry for all the headaches this has caused for you - I know I stated this before, but I really do not like disappointing any customer.

Best,

Rick

My Response:

Rick,

First of all Delivery should have been much much earlier (months to be exact it is what You Promised), that delay was not my fault, if the machine had been anywhere remotely on the original schedule, then my being out of town would have never been an issue. As to my trip, it was scheduled two Months before you even tried to ship, heck the machine should have been delivered prior to me even scheduling the trip. You also informed me that I would receive an email with tracking information as soon as the machine shipped, which I never did. If this tracking number and shipping information had been sent in a timely fashion, jlike I was told that it would be, this would have given me more time to address the issue that should have not came up to begin with bc you told me Saia could handle it. But when I tried to schedule delivery this was when they told me that they would not deliver to my residence. You were well aware of the possible delivery issue before you shipped the machine, and left it up to me to handle it. It would have also been nice to know that the delivery was not coming Monday and that your second carrier “opted out”. Your company did not inform me of anything. The last I knew it was coming Monday. Laguna left me completely in the dark, it wasn’t until Thursday when what I can only assume was the 3rd shipping company left a voicemail trying to set up delivery.

So I refuse to take any blame for this issue because The customer should not have been at your beck and call for delivery. Communications from Laguna was Extremely Poor. If you had communicated better and shipped in a timely manner none of these issues would have occurred. If you had shipped when originally planned and if your carrier could have delivered like you said they could and if you had provided me with the shipping information sooner, then this transaction might have turned out differently. But you let me down at every turn with nothing but excuses and delays. Now your trying to pass the blame onto me for not being a available when you were ready. I waited for 2 1/2 months for delivery after the original date, I’m sorry but my life does not revolve around Laguna Tools and asking me to do so is ludicrous. I’m sorry if you feel differently.

The reason why I assumed the machines were not built in house was because it was extremely difficult to get information regarding the machines from someone who is supposedly in house where they are manufactured and your statements as follows:
“We have 8 of those on back order now - yours is the first in line though! We have definitely been super busy… hopefully very soon the factory will be caught up with our volume of sales.”

You informed me on 5/1/17 that the frame had arrived in port. So it took your in-house staff over 5-weeks just to complete assembly and prep for shipping. Obviously that’s a problem in my book. From a business standpoint I would be extremely upset if it took an out of house factory to assemble the machine in 5-weeks, but now your telling me your own in-house staff took that long to assemble it. I think you should look In-House to correct some issues.

If you had communicated better, maybe these issues would not have Occurred. By leaving any customer completely in the dark, well that was a mistake on your part.

So mis-information, lack of information, no information, leaving your customers in limbo and not responding, and also the delays on your company’s part and the delays on your frame manufacturer part all add up to one disappointing transaction.

Good day.

Michael Grigg

Their final response:

Michael,

Of course you have a right to be upset - sorry that I disagree with the notion that we should have been informed at the wire of your unavailability. I did inform you on May 31 that it would be shipping finally on June 6 or 7. It shipped on the 7th. Getting from California to Alabama can take a week or more sometimes.
Yes, you should be upset that it took so long to get the machine finally shipped! I agree! As far as being informed of your particular delivery restrictions, I didn’t even learn of that until long after you were quoted the freight charge. It does sound like you have had a generous amount of experience with truck drivers not wanting to make deliveries - information that if I had known when quoting, I would have been able to properly quote out. From experience I can say that quotes with this sort of special handling adds hundreds of dollars to the quote. I did not think you would accept an additional charge after the fact and again my experience is that Saia has been pretty good about making a delivery like yours. But I also knew that if they had an issue with it, we would make it happen for you. But it was going to add another day at least to the regular ETA for delivery.

As far as the time it took to get the machine built after we received the frame - yours may have been the first in line for that specific model (by the time we were shipping yours, we were already 18 back ordered. But we still had about 30 machines of other models/powers that were ahead of yours. We still have at least another 30 that have been in house since we received the containers that are still in the production schedule/line. It has just not been easy from top to bottom. It will finally level off - we are catching up - but that certainly doesn’t help you. Again, I am very sorry we let you down.

21

When is curbside delivery not considered to be curbside delivery???

Now Laguna Tools wants to pass all of the blame onto their customers for their failures, give excuses as to why they can’t make delivery dates as promised and give empty and apologies.

All I can say is I am done with Laguna Tools and will never do business with them again.

I will order a Laser Cutter from a different company and find a different company to purchase a CNC Mill from. If this is the customer service I get for a $10k purchase I am definitely not going to pay them $40k for a CNC mill. I am sure another manufacturer will be more than ecstatic to receive $50k in purchases.

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Can’t even get his facts straight.

I live in Arkansas. Not Alabama. Shows how much they pay attention to their customers. We are just another number to them.