Review Time
In November 2025, I placed an order for a 20W laser, a honeycomb, and an air assist kit. While the laser and honeycomb arrived, the air assist was missing from the shipment. After some back and forth emails in early December, they proposed me a lower-performance air-pump, which I rejected and insisted on my original order. After this point there was silence until mid January, when I contacted them and had agreed with their proposal, to take this off my head. When they finally replied, I had already ordered from different vendor. I've offered them the possibility to refund or provide an equivalent voucher (as I already have their TTC450 ultra CNC and would probably need additional accessories). That was 2 weeks ago. no response since then. I opened a claim with my bank as a last resort to recover my money.
Their products are of good quality, but I'd recommend looking at competitors if you need reliable, timely delivery and responsive customer service.
In November 2025, I placed an order for a 20W laser, a honeycomb, and an air assist kit. While the laser and honeycomb arrived, the air assist was missing from the shipment. After some back and forth emails in early December, they proposed me a lower-performance air-pump, which I rejected and insisted on my original order. After this point there was silence until mid January, when I contacted them and had agreed with their proposal, to take this off my head. When they finally replied, I had already ordered from different vendor. I've offered them the possibility to refund or provide an equivalent voucher (as I already have their TTC450 ultra CNC and would probably need additional accessories). That was 2 weeks ago. no response since then. I opened a claim with my bank as a last resort to recover my money.Their products are of good quality, but I'd recommend looking at competitors if you need reliable, timely delivery and responsive customer service.
The customer support is the worst that I've ever experienced! They use WhatsApp to solve issues. They just stopped responding to my messages. I sent an email and they responded with "Two Trees Support +86 177 2282 6689 is currently unavailable due to an account upgrade." Really? It's been 3 weeks and they have never responded. How long does an account upgrade take?I got another WhatsApp number for them and was chatting with someone and he just disappeared and left me hanging for over an hour. I asked 3 times "What is your working hours?". They never replied. Also, if you ask more than 1 question at a time, it apparently confuses them and they just pick the simplest question to answer and ignore all the others. This is a real problem because the time difference is 13 hours, so I have to give them a list of questions and the next day, only 1 question will be answered. It take a LONG time to get a problem solved. I finally just gave up.Their documentation is extremely bad! Whom ever is converting their Chinese to English needs to be FIRED! The words they chose does not make any sense.The customer service is extremely poor!!!!!
I bought the 20watt pro and have no so many issues. THey tell me to report it and i have. It took me 3 months to get a reply. and then they dont want to help. i tried to buy a wire and they took my money and then said they would ship it whenever the part was made. I have gone through this 4 times with them. they are a rip off of junk machines. only good thing is the machine is easy to use. but i would and will bought other machine.
There YouTube videos are misleading as it shows the TS3 can engrave pens with the built in rotary, which was one of the main reasons for purchasing. You can’t engrave on pens as you can’t focus the laser that low as it needs 50mm focus to engrave. I have tried multiple times to engrave a pen with rotary in the fixed position but the laser dot is two big even with laser head lowered to lowest point. Wish I knew this before buying and throwing boxes away I would have either cancelled the order or returned it. Overall im a un-happy customer that has also dealt with there poor customers support via email and Facebook messenger. I am tempted to throw the machine in the bin and just come to turns that I have lost £420. Be warned the videos on YouTube are not what the machine can actually do they don’t even show the very basic interface screen that the actual machine comes with. Also if you do order from twotrees direct check your delivery as I was missing the accessories I purchased and now they have been shipped after chasing multiple times in two separate packages from two different countries 😡🤬
I have had their TTC450 CNC for over a month and still cannot get it to work. Support has been decent given all the problems I've had.By far the biggest problem is assembly. It has been a nightmare. Their manual and YouTube videos have been mostly useless.Not all the parts came at one time. Some of them have failed. They do stand behind their warranty, but you will have to take photos or videos of the problems. It all takes time to resolve. Ideally, it seems like a reasonably solid product, but some of their wiring connections are problematic and can lead to damage if you don't add some tweaks.It would be a better experience if they had an assembled or partly assembled version.
I have sent five emails to TwoTrees requesting an update for order #8982 (TTC450 engraver package), which has not been properly fulfilled.Major parts of the order are reported by FedEx to have been returned to TwoTrees.TwoTrees has ignored my email requests to send the complete order.
I ordered a TTS-20 Pro 20W Laser Engraver Machine (€600) and a display for the engraver ($39) on September 1 from the site twotrees3dofficial dot com.After two weeks not recieved anything, I contacted TwoTrees through their 2 official emails.One email was not able to be delivered (fake email?) and the other - now 4 weeeks later - NO answer.I then tried to chat through their web site bot and the ONLY answer I got was, again and again, "try once more to go to the post office"We are talking about 2 different parcels "lost" - one from Germany and one from China.I have many, many times told TwoTrees that they are the only one that can make a claim to the shipping company and have them track the 2 parcels.Nothing has happened for 5 weeks now and I have asked for a full refund - NO answer.I then told them I would make a complain to my bank (fortunately bought with my MasterCard) - NO answer for weeks.I have now asked my bank to have the money refunded.DO NOT ENGAGE WITH THIS COMPANY - EITHER THEY ARE FAKE, STEALING YOUR MONEY OR JUST DO NOT C ARE ABOUT YOU - ONLY YOUR MONEYAccording to the tracking both parcels has been returned to the company
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