As the official manufacturer and supplier of EM-Smart Lasers, our focus is on designing and producing a range of portable laser marking machines. With over 26 years of experience in laser industry, we've amassed a wealth of knowledge and a diverse customer base, enabling us to work with various materials, products, and applications. We take pride in providing high-quality portable laser marking machines and are capable of offering customized marking solutions to suit your unique business needs.
Written by the business, not verified by us.
Is EM-Smart legit?
EM-Smart (em-smart.com) has a 4.5 out of 5 rating on OK.one, based on 11 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is excellent. 82% of reviews are 4 stars or higher and 9% are 1 star; The business has replied to 100% of negative reviews; 2 of them were added in the last 12 months. Last updated 2026-10-24.
Great Metal Engraving Results with the em-smart Basic 20W
I've been using the em-smart Basic 20W fiber laser engraver for metal engraving projects.
The machine is compact and practical, and I'm pleased with the engraving quality, especially the fine details and clear markings on metal surfaces.
I also appreciate the technical support provided by the em-smart team. Having access to assistance with software settings and engraving parameters makes the machine easier to use.
Overall, it's been a positive experience, and I'm happy to share some of my metal engraving projects.
EM-Smart provided accurate and concise information and assistance with a few minor issues that came up during my dealing with them.
Their responses were prompt, helpful, and the corrective actions taken were quick and effective.
I've dealt with many companies, EM-Smart has earned my trust and I wouldn't hesitate to deal with them again.
More Than Just a Machine—Building Creativity and Trust
1. What made your experience great?
What made my experience great was not only the giveaway itself, but also the quality and innovation of EM-Smart’s laser engraving machines. Your products show precision, reliability, and are clearly designed with creators in mind. On top of that, the giveaways add excitement and show that you value the community—you’re not just selling machines, you’re also inspiring us to keep creating. Even though there were some delays, I appreciated that you stayed in touch and made sure the process was completed.
2. What is this company doing well?
EM-Smart is doing really well at two things: first, providing high-quality laser engraving technology that empowers makers, artists, and small businesses to bring their ideas to life. Second, building a community around your brand through giveaways, events, and engagement. The giveaways are not just prizes—they encourage us to showcase our work, push creativity, and stay connected with your brand. I think this combination of great products and active community support is what makes EM-Smart stand out.
After sales service has been fantastic and very helpful with any issues I have had. Overall the EM-Smart has been a great engraving machine and I would highly recommend it to anyone looking for a quality affordable machine
I strongly advise against purchasing from EMSmart. I ordered a laser engraving machine that never arrived. Despite repeated contact attempts, the company offered no real assistance and continuously redirected me to DHL. Over the course of several months, communication was slow and unhelpful, filled with empty promises that were never fulfilled.
I was repeatedly asked to provide excessive documentation—numerous messages, images, and even serial numbers for a machine I never received. Even after providing all requested information, I was met with delays and excuses. In the end, instead of a refund or a replacement, I was sent a protective enclosure, which is completely inadequate and does not come close to compensating for the value of the lost item.
What’s worse: the company only sent me this small compensation after pushing me to submit a 5-star review. They attempted to pressure me into leaving positive feedback in exchange for a minimal gesture, which I find highly unethical.
This has been a frustrating and time-consuming ordeal, and the level of customer service was unacceptable. Based on my experience, I would call this operation highly untrustworthy—bordering on a scam. Avoid at all costs.
Reply from EM-Smart2025-04-26
We are truly sorry for the frustration and inconvenience you experienced. We understand how upsetting this situation has been and appreciate the opportunity to explain our position clearly for the benefit of all readers.
From the moment you informed us of the issue, our team worked diligently with both DHL and the shipping forwarder to investigate your case. According to their official records, the parcel was successfully delivered and signed for. DHL also provided us with a copy of the delivery signature as part of their delivery confirmation process. With such clear and verified evidence from their side, we were unfortunately unable to initiate a successful claim without further documentation from you.
You also mentioned that there had been past issues with missing parcels at the same address. As we are not located locally and do not have direct access to your regional DHL office, we suggested involving the local authorities or police to help clarify the situation. This was not to shift responsibility, but to assist in escalating the matter through the proper local channels.
Despite the strong delivery evidence and DHL's refusal to compensate, we still offered a goodwill solution — a protective enclosure valued at €829 — to help make up for your experience. This offer was extended under our policy for loyal customers and those who support us on platforms like Trustpilot. You agreed to this compensation, accepted the product, and initially submitted a positive review.
However, after receiving the enclosure, you revised your review to include serious and damaging accusations that, in our view, misrepresent the situation and our intentions. At no point did we force or pressure you to leave positive feedback. The compensation was offered in good faith, not as a condition, but as a way to show our sincerity.
We would also like to clarify that even PayPal reviewed the case and ruled in our favor based on the delivery confirmation. Yet we still took extra steps to support you, despite not being at fault.
We deeply regret that this matter ended in such a negative way. We have always responded promptly, acted in good faith, and sought to resolve the issue to the best of our ability within the constraints of international shipping and carrier policies.
We respect every customer's right to share their experience, but we hope others reading this will also consider the full context of our actions and efforts.
— EM-Smart Support Team
We researched several manufactures and chose to invest in a EM-Smart Fiber Laser for a medium duty commercial application.Great pre-sales support, simple ordering process and fast shipping. Then we received the machine and were/are very impressed with the quality of the build and the consistent performance. The EM-Smart Basic is busy earning its keep engraving VIN numbers on to heavy aluminum extrusions on the production line.
… pleasant and quick communication prior to purchase.
Purchased an $1800 laser cutter through Pay Pal on the 15th of January. This was selected on their website to be shipped from a US warehouse…. Shipping from a US warehouse was the reason I chose this company to purchase a laser from!
It is now the 28th of January, nothing from EM other than a FedX notification that a shipping label has been created in a Chino warehouse 5 days after I made payment (the US warehouse does not have a machine to ship, just a label)
Update to review on 1/28/25.
I initially placed an order on January 15, 2025, on the EM Smart website, for their 20watt fiber laser and selected the US shipping option!
The EM Smart people, for whatever reason, initially shipped a unit to me though an overseas shipper which was detained in US Customs, according to the paperwork that was emailed to me around the begging of February, and a few days later Em Smart people shipped me what I originally ordered, but this time through an east coast shipper…..and, I finally got the machine I ordered on the 14th of February…..
I am very pleased with the machine itself, it works as advertised, there was no shipping damage as it was well packaged from the factory, and it is worth noting that the EmSmart company has reached out to me in an effort to make amends for their shipping faux pas!
Reply from EM-Smart2025-03-19
Hi Michael,
We sincerely apologize for the frustration and inconvenience caused by the shipping delay. Your experience does not reflect the level of service we strive to provide, and we truly regret any distress it may have caused.
As soon as we became aware of the issue, our team took immediate action to investigate and provide a resolution. While unforeseen customs delays affected the initial shipment, we promptly arranged a replacement unit from our U.S. warehouse to ensure you received your order as quickly as possible.
Customer satisfaction is our top priority, and we deeply appreciate your patience throughout this process. Please let us know if there’s anything else we can do to improve your experience.
The patience and support extended to me by their staff while I considered both an EM Smart laser and another manufacturer, was wonderful. On every one of my many questions he provided me thoughtful clear answers. My Nova laser was just shipped. If it is as good as the support I have received, I made a very good decision.
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