CrealityFalcon (crealityfalcon.com) has a 3.1 out of 5 rating on OK.one, based on 46 user reviews collected here. It is listed under Construction & Manufacturing and its reputation is mixed. Opinions are polarized: 50% rate it 4 stars or higher while 41% give 1 star; The business has replied to 18% of negative reviews; 30 of them were added in the last 12 months. Last updated 2026-08-10.
What people say
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Joe Roman · 1 review · Experienced 2026-07-31 ·
★★★★★
I'm a MORON!
I'm a MORON. At least that's how Creality support treats me. Their response to help request is to send them a video and photos of what is wrong. They think I'm a moron because they need photos of how I connected a cable that can only be connected one way, duh. They think I'm a moron because I question why they need a video of a laser head that will not move, duh. I'm a moron because I believe customer service should respond faster than every 2 to 3 days, duh. I'm a moron because I bought this piece of crap, duh.
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Andy Barnes · 15 reviews · Experienced 2026-07-22 ·
★★★★★
DO NOT PURCHASE NO AFTERSALES SALES SERVICE OR WARRANTY COVER
It’s a shame that this company is let down with non-existent aftersales.
I purchased my Creality Falcon 2 Pro laser engraver/cutter thinking I was buying a quality piece of equipment from a quality company.
How wrong was I!
My new machine arrived on the 10th July and on assembly I found that the sliding protective screen was split along the bar used to slide it up and down. This to me is a crucial safety feature as it protects the user from the laser radiation and protects the user’s eyes.
I raised this defect under the warranty and nobody from Creality.UK has had the curtesy to get back to me.
I have sent two emails to each of all the email addresses I can find both in this country and abroad and no-one has every had the decency to reply. I have also filled out the online support form twice and again no response. (Trust Pilot will not allow me to show these addresses)
Each time I gave my order number and date of purchase along with photos of the damage and no-one is interested.
In desperation I finally made contact with Creality Falcon through support.creality.com where I was able have an online chat with a human.
I was then given a ticket No. #20260720894624 and told that an agent with be in contact within 24-48 hours.
This time has now passed and I am still waiting.
If any-one is thinking about making a purchase from this company I would strongly recommend against it as you will have no warranty or after sales service.
They will not answer your emails
They do not respond to the online forms
And when you do eventually make contact, you are given a ticket number and then forgotten about.
A company that sells faulty equipment and does not honour the warranty is a company that should not be trusted.
I would suggest that if you want a laser cutter to look elsewhere, as Creality are very quick to deliver new items but are not interested in any form of after sales care.
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Tracey Brown UK · 3 reviews · Experienced 2026-07-21 ·
★★★★★
Shocking customer Service
I ordered 16 boxes of 3mm basswood and without me noticing, they put in a 5mm box on the order. When it was delivered I asked if it could be exchanged as my machine won't cut 5mm and they are insisting I pay for the return. Shockingly bad customer service considering as I, a few days, later ordered 20 boxes, whilst the complaint was still being investigated. I am not on my own with the problems with customer service. Use an alternative supplier if you need good customer service
CrealityFalcon makes custom design work easier with reliable engraving equipment built for all skill levels.
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Dave Heintzelman · 2 reviews · Experienced 2026-05-19 ·
★★★★★
buyer beware
I bought the Creality A1 Falcon in the beginning of January 2026. I was very satisfied with the machine for the first 4 1/2 months then while it was running a job it beeps and comes to a stop. now all it will do is cycle connecting and disconnecting with the computer. and this is where I got frustrated with the company. They asked for a copy of my bill of sale and video of what the machine was doing. after sending that the wanted me to take the wiring out of the track and look for kinks. why am I to trouble shoot a machine that is only 4 1/2 months. I would have thought that they would want it sent back to be repaired under warranty. anyhow I am 3 weeks into this, and nothing fixed yet. just for customer service I would stay away from this company.
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Alan Ball · 14 reviews · Experienced 2026-06-01 ·
★★★★★
Absolutely no customer support
I purchased a falcon laser through Amazon. I can not get the machine to work. As soon as you turn it on, it goes to the front left corner and tries to just keep going. I can not get it to center, only to jam at the extent.
I have contacted Creality several times. They won't respond to my emails. I have also tried the users forum, but they won't post my issue.
I have a $200 laser machine that is completely useless. The company should stand behind their products and offer some support. This is a typical sleazy Chinese company.
Don't buy from them.
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Terry Tozer · 1 review · Experienced 2026-05-27 ·
★★★★★
Avoid the Creality Falcon A1 10W – Ghosted by Support & Sent a Dead Replacement Part After 2 Months of Waitingis to warn others about…
I am posting this to warn others about the severe lack of customer support and quality control with the Creality Falcon A1 10W laser. I bought this machine back in March, and it has been nothing but an expensive boat anchor since day one.
The Timeline of Issues:
March (Day One): The laser constantly failed. It would randomly stop mid-engrave/mid-cut. The air assist would cut out entirely, ruining materials and jobs.
April – May: It took me two full months of fighting with customer service just to get them to admit the motherboard was defective. During this time, I would reply to an email and was lucky to get a response every 2 to 3 days. Total ghost town.
Late May (Now): The replacement motherboard finally arrived. I swapped it out, and it is completely non-functional right out of the box. The Current Situation:
The new board is physically dead. There are zero status lights on the PCB, the integrated enclosure exhaust fan will not initialize, and it fails to establish a basic USB data handshake with my Mac. This isn't a software configuration issue; it is a terminal, out-of-the-box hardware blackout.
I contacted the online support chat, and they gave me the exact same line I've heard for months: "The technicians will get back to you." So now I am back to square one. I have to sit around and wait days for a single response while my warranty clocks down, all for a machine that hasn't worked properly since I bought it. If you are looking for a reliable laser cutter with a company that actually backs up their product, look somewhere else.
If anyone from Creality management actually monitors this forum, my open ticket is waiting. I need an expedited, fully tested side-rail motherboard assembly shipped immediately.
Faulty Smoke Purifier - Zero Customer Service - still has not been replaced
Received a faulty smoke purifier. Advised the company immediately. Yet to receive any resolution.
Here is a record of my correspondence thus far.
Ongoing record of my correspondence regarding order CF-AU3316
9th May I unpacked my smoke purifier and immediately advised that the on/off switch does not work nor does the low switch change levels. I advised immediately on unpacking
9th May you requested a video which I provided immediately
9th May you asked for machine details and I took a photo of the machine details and immediately responded
12th May I still have not received a response so sent a chaser email
13th May I still have not received a response so am sending another email today
14th May I still have not received a response so I am sending another email today
14th May I get an email asking for a photo of my packaging label and the question if I would like a new switchboard or machine. I immediately responded that I would like a new machine sent to me. I attached a photo of the packaging and label.
15th May am: Emailed again. No response.
15th May pm: One more day of no response. Attached photo smoke from machine while smoke purifier is plugged in.
16th May: Emailed again. No response
17th May: Emailed again. No response
18th May: Emailed again. No response.
I will try to start a support ticket again with the above communication in some sort of effort to get a response as have not received any confirmation from my support ticket yesterday.
Please advise regarding my replacement machine
Appalling customer service.
I purchased an A1 machine which I unpacked on Monday.
The website stresses 100% newbie satisfaction commitment and that there is no set up required. For a newbie there is set up required, there is understanding software required, there is understanding processes required all of which as a newbie, are very difficult. I tried to contact customer service multiple times on Tuesday - there is no phone number in Australia. I ended up sending 7 emails, a message via FB and a message for IG. The assistance is non-existant and the customer service the worst I have ever received. I am now past the window to return the machine not that there is anybody to contact anyway. I understand now why the machines are so reasonably priced ($900 AUD). I cannot recommend anything about this company. I have spent hours on Youtube to get the most basic functions started but burnt the bottom of the machine, the work area smelt like smoke. Honestly the promises on the website are misleading compared to the inability to provide any customer service.
I ordered a Falcon 10W Pro, delivery was extremely long. Then I get a email delivery in 3 days. Then I get a email, Shipped back to Over Seas warehouse.
Finally they shipped me a 10W with no refund for the Pro version. And the support department kept sending me emails 24+ hrs after I send in a complaint. And every response was “We are sorry to hear that….”
Then 10 weeks after I finally get a shipment. Reach out to them again, and ZERO response.
Product works well, Client Service has got to be the worst I have dealt with in years.
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Cliff · 6 reviews · Experienced 2026-02-20 ·
★★★★★
Poor Customer Service
Having bought the 10w Creality Laser and Creality smoke hood, I decided to buy the Creality branded Air Assist accessory. - A ridiculously short length of air hose was provided. - When I followed the route of existing cables, I barely got to the left side of the machine, which was my only optioin for the pump. - When I tried to resolve through the 'Chat' service, I struggled to get past the 'Bot'. - When I finally got to the 'human' opption, nobody answered.
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Les Fritchley · 5 reviews · Experienced 2026-02-19 ·
★★★★★
Recently purchased the FalconA1
Recently purchased the FalconA1. I am new to laser engraving and find this machine easy to use. It is very quiet when in operation. The set up is very quick, just plug everything in and you are ready to go. The free Falcon Design Space software is ok but limited in what you can do. I have bought the Lightburn software which is great. If you are looking to get into laser engraving this is the machine to buy.
The unit worked out of the box, and been used often since. I use Lightburn tutorials a lot and produced some really great designs which look professional and exceed expectations. Their freight company is poor imo and lost a package which Creality replaced. The manual is mediocre at best - disjointed - but common sense and several tutorials online make up for this. Very happy with product and company. This is my second Creality product (got a K1C too) and some accessories - will happily buy from them again.
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Mr Martin Meyer · 6 reviews · Experienced 2026-02-02 ·
★★★★★
Pro machines, not for beginners
Got the Falcon 2 Pro and the more expensive suction unit. A bit tricky to assemble, but we got there....I have ADHD, so instructions are hard! Machine etched skew, but cut straight...quick google search and voila, tightened a belt and it's been running like a sewing machine. Creality is not a brand I recommend for noobs or people who can't tinker - they are the 1-star reviews here. The proper users will be super happy with the falcon 2 pro. I bought the K2+ a few days later I was so impressed with Creality :-)
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lee callender · 2 reviews · Experienced 2026-02-22 ·
★★★★★
shocking customer service
the laser engraver I bought as a Christmas present for my daughter,she set it up in the new year,set it away with the software and samples provided.the laser stopped working half way through-didnt even get chance to try the engraving function.
I contact them on several occasions and after a couple of weeks getting a reply of(We are currently in our peak season and receive numerous inquiries from various customers daily.we are located in China, where the Chinese New Year is just around the corner.)
So I then asked for details for me to return product,which still not received a reply.
tried to contact them via socials and filling in a form on there website.
it has now been around 5 weeks.
my advice.if you have a problem you will just be ignored
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Michael P. Ritz · 1 review · Experienced 2026-02-12 ·
★★★★★
Had a horrible time receiving what I…
Had a horrible time receiving what I ordered. I still did not receive my whole order but since I got the majority of the more expensive things on the list I have decided to cut my losses and accept what I have received and move on. Have contacted customer service several times and they can't seem to figure out the problem. They started a ticket and they people taking care of that want to know what is malfunctioning. The only malfunction is that I didn't get what I ordered.
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Radek · 5 reviews · Experienced 2026-02-12 ·
★★★★★
At the beginning
At the beginning, I want to note that Falcon seems to remove negative reviews, as mine was deleted.
I placed an order for an all-in-one kit, which was shipped in multiple packages. I was not aware that the 2W IR laser module was out of stock. I received all items except this module, and the order was marked as completed.
I contacted support via chat, but they insisted that I had received everything, not understanding that the order was split across multiple shipments and one item was missing. I later emailed support, and after about a week, I finally received a response stating that the 2W IR module was out of stock and would be shipped when available.
Eventually, the module arrived, and now I have the complete order. However, I find it concerning that when purchasing such equipment, there is no notification about stock shortages. Falcon marked the order as delivered, and the shop app also indicated delivery, even though the order was incomplete. Only after multiple attempts and several days did I receive a response explaining the out-of-stock status.
I ordered the Creality Falcon 10W Pro with Air Support. Delay after Delay. Weeks went by. Finally they said, we could offer the 10W updated version, they would add in the air support. (They did). Delivery update “Package on the way”. I followed the delivery. Next message “delivery next day”. The next day message “Package returned to Overseas Warehouse” now it took even more time. It took 6 weeks to deliver.
I kept getting from their “customer support “ I’m sorry you’re.,,,,” They come back with a “I understand how you feel. I'd like to offer you a 20 CAD gift card as compensation. Would you accept that?”
That probably won’t arrive.
Save your time, stress, and money, and buy elsewhere.
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Auton Cansdell · 37 reviews · Experienced 2026-02-01 ·
★★★★★
Even though I'm not too technical
Even though I'm not too technical, I managed to figure this out without worrying too much. You're good ad long as you follow the instructions.
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Jonas Mikkelsen · 58 reviews · Experienced 2026-01-24 ·
★★★★★
It was easy to get started
It was easy to get started, and using the system has been enjoyable thanks to the user community and software utilities like LightBurn. Enjoy the process of engraving!
