IkIer advertises that it ships within days. It might do that however, I ordered my Master on April 30th and it was June 29th when I received it. I highly doubt that I would have received it then if... See more
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Review summary
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Overall, I'm disappointed with my purchase experience. The iKier Master appears to have good potential, but my first impression was overshadowed by a significant shipping delay and multiple qual... See more
Company replied
I own an Iker K1 Ultra 36W, which is a truly exceptional cutter! After using it for a while, I had some issues with the Z-axis because it wouldn't hone properly. I contacted support, who promptly prov... See more
Through my stupidity and lack of understanding of the internet.and a series of mispelt email addresses adjusting a payment through pay pal turned into a bit of a nightmare for me.however ikier support... See more
Company details
Written by the company
At iKier, we want to encourage people to create their own life and pursue a more sustainable and quality lifestyle. Driven by originality, sustainability and craftsmanship, you and us, can make a difference to yourself, your family and your community, and make higher value. The iKier brand represents the most advanced semiconductor laser technology; represents the richest DIY content ecosystem; represents the most intimate control experience for the majority of users. We have the industry's top motion algorithm engineers, and have developed a number of global industry-leading laser engraving machine products, including the world's first in the industry to achieve the laser auto-focus function, the world's first in the industry to achieve automatic sinking cutting technology, and the world's first in the industry to achieve the function of continuing engraving after interruption.
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China
- ikier.com
3.5
Average
129 reviews
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Replied to 29% of negative reviews
Typically replies within 1 month
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I am very new to CO2 Lasers
I am very new to CO2 Lasers. The iKier Master was a breeze to setup and have running within 45 minutes of unboxing.
I love now having the option to cut and engrave clear acrylics. Have already done several projects that came out perfect!
2 September 2026
Unprompted review
Shipped the wrong item in the right…
Shipped the wrong item in the right box.
Return process is designed to keep you from returning it.
7 August 2026
Still have not put it together yet…
Still have not put it together yet mainly because I asked for links to videos to do so. I guess I got your attention from the first 1 star review which is why I got a fast reply to it but since nothing even after sending two emails. I hope this isn't a sign of poor customer service going forward since I gambled on buying this brand in the first place.
21 July 2026
They were patience and understanding…
They were patience and understanding what I wanted without leaving me stranded. I know it was a small part that I needed and they worked with other team members to come with a solution to fix my problem.
24 July 2026
Very poor experience I paid for master…
Very poor experience I paid for master bundle In May they said be shipped late May. Jere it is July 30 still not got it . They said they are sending a replacement machine the other one got
Lost in shipping. According to the tracking number they sent me the first one never was picked up by fedex. I scope with fedex and they said the company never contacted them for
Pickup
16 July 2026
Ikier Master…
IkIer advertises that it ships within days. It might do that however, I ordered my Master on April 30th and it was June 29th when I received it. I highly doubt that I would have received it then if I hadn’t pinned them down to an exact date. And then when it did come it was delivered piece. By. Piece. And the very last piece to come was the laser itself…
Customer Service was about as reliable as the delivery service. You get instructions on how to put the items together and that. Is. All! Very vague if any at all installation instructions as to how to operate the machine or how to get it up and running. I emailed CS for help and they wanted me to send them every identification possible even down to the model of my machine and very intricate details. Forget YouTube videos.
29 June 2026
Reply from iKier
Hi Linda,
Thank you for taking the time to share your experience. We're genuinely sorry that your first impression of the iKier Master was not the one we hoped to deliver.
Regarding shipping, we'd like to provide some additional context for future readers. Your order was placed on April 30, when the iKier Master was still in its pre-order phase (We clearly noted this on the page at the time), rather than being an in-stock product. While we worked to deliver pre-orders as quickly as possible once production was completed, we completely understand that the waiting period felt much longer than expected, and we sincerely apologize for the frustration this caused.
We also understand that receiving your order in multiple shipments was inconvenient. The machines and accessories is shipped in separate packages intentionally for two important reasons. First, shipping major components individually significantly reduces the risk of damage during international transportation, helping ensure each part arrives safely. Second, this approach allows us to optimize logistics costs, enabling us to offer a more competitive price while maintaining the overall product quality and ownership experience. We recognize that this may not have been clear during the delivery process, and we appreciate your patience.
We're also sorry that the setup guidance and onboarding experience did not meet your expectations. Since the initial launch of the Master, we have been continuously expanding our user documentation, tutorial videos, and support resources to make setup and operation much easier for new users.
Regarding the information requested by our support team, we understand it may have felt excessive. Our intention is always to accurately identify the specific machine configuration and order details before providing technical guidance, helping us avoid incorrect troubleshooting and resolve issues as efficiently as possible.
Your feedback is extremely valuable to us and has been shared with our product, documentation, and customer experience teams. We remain committed to improving every stage of the ownership experience—from ordering and delivery to setup and long-term support.
Thank you again for your honest feedback and for choosing iKier.
— The iKier Team
Great Potential, but the First Impression Fell Short
Overall, I'm disappointed with my purchase experience. The iKier Master appears to have good potential, but my first impression was overshadowed by a significant shipping delay and multiple quality control concerns that required troubleshooting immediately after delivery instead of allowing me to start learning the machine.
I was ultimately able to align the optical path after iKier provided an engineering video, but this procedure is not readily available in the product documentation or on their website. For a machine marketed with a FlyLock Optical System, I did not expect to need to perform a complete optical alignment on a brand-new unit.
I also found that several claims on the website did not match my actual experience. The advertised 24/7 support was not available in practice. Because support operates during Hong Kong business hours, communication was effectively limited to approximately one response per business day from my time zone in the U.S., making the troubleshooting process much slower than expected.
I appreciate that support remained courteous and eventually provided the information needed to resolve the alignment issue, but I believe iKier could significantly improve the ownership experience by strengthening quality control, making service documentation publicly available, and setting more accurate expectations regarding support availability.
29 June 2026
Reply from iKier
Hi Shawn,
Thank you for taking the time to share such detailed feedback. We're truly sorry that your first experience with the iKier Master did not meet the expectations we strive to deliver.
We understand how frustrating the unexpected shipping delay and the need to troubleshoot a brand-new machine must have been. While we're pleased that our engineering and support teams were able to help you successfully resolve the optical alignment issue, we recognize that this was not the ideal out-of-box experience.
We would also like to provide some additional context regarding the optical alignment. The FlyLock Optical System is designed to keep the optical path stable during normal operation and after routine movement or repositioning of the machine, minimizing the need for recalibration during everyday use. Although most machines arrive ready to use out of the box, in rare cases where a machine has experienced extended international transportation, we may recommend performing a quick optical alignment check before first use to ensure optimal engraving and cutting performance.
At the same time, your feedback has been shared directly with our product and manufacturing teams. We are actively improving both our packaging design and the stability of the optical system to better withstand international transportation and further reduce the likelihood of alignment adjustments being needed after delivery. Our goal is to provide every customer with the best possible out-of-box experience.
Your comments regarding setup documentation, public service resources, and support availability have also been shared with our product and customer experience teams. We are expanding our knowledge base, improving our service documentation, and continuously refining our quality control and support processes to provide a smoother ownership experience for every customer.
Regarding support availability, our global support team serves customers across multiple time zones. While we always aim to respond as quickly as possible, we understand that time zone differences can sometimes affect response times, and we're continuously working to improve this experience.
We sincerely appreciate your recognition of our support team's efforts throughout the process. Feedback like yours helps us improve both our products and our service.
If there is anything further we can do to improve your experience with the iKier Master, please don't hesitate to reach out to us directly. We're committed to ensuring you get the most out of your machine.
Thank you for choosing iKier.
— The iKier Team
Original purchase was a problem
Original purchase was a problem. But customer support handled it like a champ! More than fair, I would highly recommend.
8 June 2026
Reply from iKier
Hi Bill, thanks for you kind words for our customer services. We hope you enjoy your laser engraver, and please feel free to contact again if you need any help.
I am not sure which purchase this is…
I am not sure which purchase this is i've made three purchases from your company in the last two months and have not received but one of the items. It is impossible to get status on a purchase from you guys, I have requested information on ship dates and delivery dates on the first two items and have not received any response back except it's been delayed. Hard to believe that there's that kind of a delay on a $2500 machine but there is and I can't get status on it. Also the laser attachment that goes to the machine to do metal and acrylics has not shipped either. I have received lenses for the machine which is doing me no good because I can't get you guys to let me know the status on the ship date for the machine I ordered.
2 June 2026
Reply from iKier
Dear Customer, we are sorry about all the inconvenience caused to you. You ordered pre-order products from us on April, these products were planned to be shipped from our US warehouses on late Jun. We checked your order status and found that all the products your've ordered haven't been delivered to you.
We agree that we haven't done a good job for letting our customers know the delivery status of pre-order products, this will be improved right away by letting our customer service team to send regular notification emails.
We appreciate your trust on our newly released products, and your comments on our services.
I never received the order
26 May 2026
Reply from iKier
Dear Peter, thanks for shopping with us. According to our database, you've placed an order of our early-bird coupon for the pre-order product iKier Master, you need to use it to get the $100 discount on the actual order for the product. Our team has sent notification emails to all customers who bought the early-bird coupon. It is still valid, please use it to order iKier Master and get your product. We are sorry for any confusion and inconvenience caused to you.
It’s been over 22 days and my item…
It’s been over 22 days and my item hasn’t shipped from your warehouse…. Your tracking label shows the label was made but never dropped off or shipped.
22 May 2026
Hope Support is better than Customer Service
Never recieved an order confirmation. Never recieved "paid" invoice. Never recieved any communication until I threatened punitive action. Still have no proof of purchase ther than from the payment processor. Hope support is better than customer service.
20 May 2026
Reply from iKier
Dear Customer, we are sorry for the inconvenience caused. Our order confirmation email might have been sent to your spam inbox. We are having our colleagues in tech department to investigate if there are any problem in our email sending system.
Your Order has been delivered according to USPS. Please feel free to contact our customer services if you need any assistance. Thank you.
Shipping is lengthy
The parts sent were not what I needed,unfortunately. I just needed to square up the laser rails and tighten screws. So I spent money on things not needed, yet. Maybe in the future. You've helped me greatly in the past. Shipping is just too long!
11 May 2026
Quick to respond
Quick to respond, helpful in they're responses company. No complaints at all and will be making future purchases with them!
11 May 2026
Absolutely no customer service
I have sent 2 contact request to IKIER, using thier web site, and have never received a reply. No phojne listed to contact the company. SHOWS A COMPLETE LACK OF CUSTOMER SERVICE. NO THANK YOU
29 May 2026
Unprompted review
Reply from iKier
We provide customer services by email from support@ikier.com, it may need up to 24 working hours for our colleagues in customer service department to reply. If you haven't seen our reply email, please also check your spam inbox. Would you mind sharing your order number here, so we can have our colleagues look into this case. Thank you.
The Refurbished Ikier Engraver I…
The Refurbished Ikier Engraver I ordered is in excellent condition ~ I bought the exact model I previously had ~ 35W ~ This new machine seems a good bit better ~ the engraving is more consistent and darker. Seems some improvements have occurred since I bought my first one. Shipping was quite delayed ~ that's annoying! And thank goodness there are some good 3rd party youtubers out there who offer detail assembly instructions as Ikier's assembly instructions leave much to be desired. Overall however, I am a big fan of Ikier!
11 May 2026
Order took much longer than expected…
Order took much longer than expected and I never had access to any tracking information. I had to contact the help center two times and both times was told they would expedite my delivery.
11 May 2026
Reply from iKier
Dear Don, We are sorry for the inconvenience caused to you. After investigating we found that your order on 10th May has been delivered to you on 19th May, it was indeed longer than our normal delivery time, we have sent investigation request to our warehouse and Fedex about this case.
Please contact our marketing team at marketing@ikier.com, we will do our best to make it up for you.
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