Mindfactory.de Reviews 17,338

Worst customer service ever

Ordered during last 5 years over 100k EUR of goods under various company names. First time ever they want delay, wait until customer contacts them and asks what is wrong.

They have frozen the order without reasoning.

A device I ordered from Mindfactory broke within the warranty period. I sent it to them. They were unable to supply me with a replacement device and instead granted me a credit in the amount of the purchase price. I ordered a comparable device, but had to pay the high shipping costs of 8.99 EUR myself (which would not have been incurred when the device could have been replaced). When I asked for a reduction of the shipping costs, I received the answer: "We would also have had the opportunity to send the item in for repair for several weeks and have you wait." This would be fair enough.

If you expect more service than in the area of ​​the legal minimum, I recommend ordering somewhere else.

They send me the wrong product and I have to pay 4.90€ to return it. Paying for their mistakes is just really terrible service. Will never order from them again.

I made 5 orders over 2 years without any problem. However in 2020 I found my account blocked and my payment was made but MF refused to process the order without any warning or explanation:

Dear customer,

Unfortunately, after careful consideration we have decided to end our business relationship with you. We will therefore not continue to process your order. We will of course refund the amount already paid back to your PayPal account. We will not comment on the reasons and ask you to refrain from further questions in our house.

Kind regards
Your Mindfactory Service Team

EDIT
I don't understand why you don't state clearly in private the reason of "refusal to sell" (which can be illegal and sued). My account is still active. I stated that I'm in a residency with more than 500 appartments, sharing the same IP address, and I often receive captcha or request forgery warning on certain commercial websites due to abnormal activity from my IP address. I hope this is not related to your decision. The only reason I can see is that I did not cancel 3 invoices; and in that case I find MF behavior/policy a bit brutal. In order to lift any misunderstanding I think it would be right to share in private the exact reason, and in the future, I advise you to have an escalation policy to warn your customers of consequences, that would be professional.

EDIT2
I appreciate the change in your policy. I wrote yesterday asking for this, they remain silent so far.

I've recently ordered a case from this company, at the same time i ordered all other parts of a new pc build from another company.

i have received all the other parts from the other company and not even an acknowledgement from mindfactory. They first made me transfer froms from bank account and i had to chase them up to know if they received it or not then a few days go by and they send another email to say that they received the funds again but still no product and still no idea when/if it will be delivered even after several messages and emails.

Terrible service. Items not even shipped within a week. Phone number doesn't work, no replies to any emails. Don't do this to yourself.

Operation number: 6771201
Processing number: 10241145

Bought Several items on 2nd December worth ~450 Euros, Got one package delivered in 4 Days and other items are STILL IN PROCESS (They charged ~8-9 Euros for delivery).

They have provided their phone numbers(04421/91 31 010)
on website but it doesn't work at all.

They also don't provide response over email address - info[at]mindfactory.de

Moreover they have provided their whatsapp number, again the same - NO RESPONSE AT ALL.

AND ITEMS ARE STILL NOT PACKED BY THEM.

PATHETIC SERVICE PROVIDED TO CUSTOMER.

DON'T BUY FROM mindfactory.de AT ALL.

Long standing customers mean zero.
Business client, over three years of regular purchases for my company. Was alternating between Mindfactory and Amazon, whoever had better prices. So it is not even a best-prices-ever shop that has no alternatives.
Business is expanding, pressure is high, I order some latest tech for a new employee.
1) A high grade monitor arrives Ultra Used. Not open box, USED, for long and badly. Stripped screws, scuffs, scratches. WOW. Customer support of course suspects me of cheating, and I have to make a photosession to prove it. Luckily even the delivery box was so badly re-stickered and re-closed that there could be no doubt. Since they messed up badly, I asked to send immediately a replacement and have the used monitor collected by the same courier. No, nothing. Big f#ck you to my face, I have to waste time, send back the trash they sold me, wait, receive something back.
2) A crucial new workstation order gets stopped because an item from it is no longer available AFTER I purchased it. And I made the purchase Exactly with available articles, because I Needed It to close an emergency and Get Delivered. I suggest a replacement, nothing. Even though they show it as available the next day.
Brick wall.
So, yes, my new employee has no workplace. Thanks a lot.
I now cancelled the outstanding orders, will send back the ghetto monitor myself and...that's it. I am done with Mindfactory. Will stick with Amazon. They have higher prices on average, but they stand by their customers and god forbid they mess up.
Overall for three years things were ok, so it is a sad farewell.
This whole situation could have been a spectacular PR action, with one click and, maybe, 10€ loss on near 3000€ order. Send monitor, collect monitor, replace case with similar model and send. Bam! I would be shouting about how great Mindfactory is, forever loyal. Instead no, they went the dumb way. We don't know, we can not, we don't care. Well, that was your choice. You lost a growing tech company, handed it straight to your competitors, destroyed in twelve hours three years of trust building, got another bad review here and forever bad word of mouth in my company and around. Could you have managed this situation any worse? Was it worth it? Is that your business model? How much do you spend on advertising? Because bad one costs you only 10€ per 100 people reach. This is how much you refused to lose, to make up for your own, and your only mistake, and replace the disappeared case with one from its dozen variants.
Everybody makes mistakes, but it is how one solves them that matters. I had two business partners messing big time, but they turned it into amazing solutions, and won forever my love and money. These people, instead, did not even acknowledge two massive mistakes, blamed everyone but themselves, took no responsibility and no pride and let me bear the consequences of all their issues. Very double standard approach to exceptions: occasionally selling used items as new and falsely represent inventory - fine, but breaking the routine to solve problems caused to customers - no way.
I am not even angry with Mindfactory, just really really sad. Farewell.

p.s.) Surprisingly enough, they did refund the monitor. I now expected to remain at the receiving end of this scam. But of course I had to pay myself for the shipping. Obviously, who else should pay for their mistakes? Nice cherry on the cake. Removing one more star from the initial, already miserable, three.

I wasted a whole week waiting for my package to arrive which should have normally taken two days (I paid for the express delivery).

The tracking page says that the packages were sent back to the sender. When I reached out to their logistics team, they simply responded that they didn't know what went wrong, they didn't even bother contacting the delivery service to find out what's the actual problem, also they were so unfriendly.

The address I provided was correct and my name was on both the doorbell and the mailbox.

I wish I have known about this earlier, otherwise I would have stayed away from Mindfactory.

Edit: I have not placed the order again nor made any changes to my address. You don't even want to admit that it was your fault...

I ended up receiving the packages btw.

Edit 2: You could have done something at least when you received my emails:
i.imgur .com/P99EtA0.png
i.imgur .com/qmz4t1G.png

At this point, the "Service Level Gold" and the "Express Delivery" I paid for are pretty useless...

I would not recommend the company at all. They might be cheap but so is the service.
I bought several identical systems. The one I assembled is still running the other which were assembled by the company did break one by one.
I paid 20000€ for 4 machines:
(1) two mainboards broke (onboard etwork card)
(2) one graphics card (Titan RTX)
(3) 3 water cooling systems, bequiet is not recommended

All of it resulted in sending parts back and forth and I could use the machines for a long time.
What is most annoying is that the company is questioning that I did not send back the correct part (based on the manufacturers number).
On top of that they have send a used watercooling system. There was cooling paste on the waterpump. The pump was broken, of course.

This is absolutely not acceptable.
Customer Number: 12629457

I've orderd some pc parts and everything was fine. Only the shipping was a bit expensive to my mind.

I have to give them a good review, hands down. The communication was excellent, I got all my items (2.5k EUR worth) within 7 days just like predicted by their ordering system. I ordered an exotic PC case so the wait was fully expected by me. It was not a day longer than predicted.

Shipment was well-packaged, nothing was missing or damaged. All components working flawlessly.

Will buy again, solid company.

I have contacted Mindfactory for a solution for the horrid coil whine of my ASUS Strix Vega 64 which I bought about half year ago, after the faulty card was sent back, I waited for a month for the replacement. And the replacement I received has seriously damage on its heatsink, which is absolutely unacceptable. So I contacted the service and they agreed to get me a another replacement. After some time, I received a replacement with heavily used condition, but again with the unbearable coil whine. So I am starting to asking myself why would I contact them for the warranty case in the first place if it didn't solve any problem at all? I have to think twice before I ask them to make an exchange again which may cost me another month to wait and might not bring anything but anger.

EDIT: 05.11.2019
After I see the comment from Mindfactory, I have get in touch with their service team, now coil whine is not a reasonable complaint anymore! Ha! Nevermind, but I won't ever buy anything there!

The prices might be seducing, but the customer care is absolutely lacking. Although most people are okay to talk to, their company policy makes them look extremely bad in my eyes. Bear in mind that I remained to be polite for the entire time.

They closed down their tech departments' phone support and basically told me to google my problems with the full system I ordered or shoot them an E-Mail. Apparently replies take ages, so I looked into it myself. After hours of troubleshooting it turns out that one of my RAM sticks is faulty.

Upon calling there again, I was redirected to the returns department and was informed that in order to get them replaced, I had to send back both sticks using my own money, effectively making my brand new computer unusable for at least a week and paying 30% of the broken sticks' price in shipping.

Bonus: If you then tell them that you want your money back on the broken product, they ask you not to use the returns form altogether and send the product to them without their help.

The people were calm at all times, if some a bit condescending, but the company policies are a joke. Save yourself the stress. My order might have saved me 10 bucks in comparison to other online retailers, but if that means spending money to return broken stuff and waiting longer for my system to work, I'd rather pass.

Luckily my local electronics store has a similar RAM stick in stock. I'll make sure to avoid doing business with Mindfactory in the future.

I wasn't even able to register on their website. After 3 attempts it was still asking me to put 'appropriate' password.

Been emailing mindfactory team for a week about an order I placed and still not a single reply! I did order afew items and 2-3 hours after my order was paid items worth 350eu were removed from my order without a single explanation and been asking the reason all this time.

Update: The emails were sent to mindfactory.info and mindfactory management. Order no. 9605787

Update: Still not a single reply.

Overall I'm really satisfied with this service. Fast shipping and nice prices. Many products to choose from. Website is nicely organised as well and communication is great and fast.

My only cons are that they don't send items to Croatia even we are in EU (now for 6 years) and also if you have some warranty claims or/and returning items they can't send you back to Croatia, so you need to arrange shipping back to you somehow. Hope this will change soon.

I've gone through several orders with mindfactory over the past couple of years and first I have to say I like that this shop has not only fixed pricing. They fluctuate on a daily basis representing the market. This is good for the costumer, since you can benefit from price drops directly. The product's quality has been to my full satisfaction, although I have to reprimand the slow processing of orders. If you choose instant money transfer, the items (all marked as available) will not ship for the next two days. Also, I have to disclaim that I never had to send back items so I am not aware of their refund policy and goodwill. All in all I can recommend this shop, since it features the lowest prices on the market, has excellent choice and a good store front.
[Edit] You actually have the choice to buy yourself a much quicker processing for 30 [Edit: mistake, see answer below!] bucks, which is just shady and should not be the standard.
[Edit2] Had my first experience with service. They forced me to downrate this shop from 4 to 3 stars. People on their service do not really provide adequate solutions, but in the end, if you follow their "suggestions" you are going to get what you are entitled to. But it is a bumpy road.
----[ANSWER TO MINDFACTORY]---
First of all, I felt okay ordering with you. I was not completely dissatisfied and I will be ordering again.
As for your reserving ordered items only on money being wired to you: That only makes sense and is completely fine. No worries.
You pointed out the 30€ speed delivery. Sorry for the price mistake, that should not have happened. I actually referred to the option of your employees speeding up processing for around five Euros. As a customer, I have the feeling that this means your service only really kicks in when you get an additional five Euros for an order. I just don't like this elitist system.
Bottom line: You have a decent warehouse with potential to sort out your internal planning and customer relations. Product and price-wise you are top-notch! That's why 3/5. Hope I could help. Always trying to be fair.

Amazing customer service, great pricing and fast shipping - what else could you want