Mindfactory AG Reviews

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.

They don't ship outside Germany. As an European company this is technically illegal, as a recent EU law prohibits European companies from doing so. I hope they get hit hard with a heavy fine soon or later.

Ordered an item from them that they had in stock according to their webpage. Paid for it using PayPal. Got an e-mail saying the order was successful. Nothing happened for a day. Suddenly I notice that the item is no longer in stock on their webpage and that the delivery time is 2-3 days. Well, I e-mail them asking when I can expect my item. I receive a reply stating it should be shipped within 2 days, 3 max. So 3 days go by without an update. E-mail them again asking about my order. This time they reply they are expecting the item in 1-2 days and that I should just be patient. A week goes by and still no update, so I e-mail them again. This time they say they are expecting the item today! Okay, I think - finally! Only to then receive an e-mail a couple of hours later stating the item is no longer available.

EDIT: I can share a screenshot of the page showing the item being in stock just last Tuesday. It clearly said "Largernd | > 5 St. (weitere sind uterwegs) (Max. Bestellmange: 5).



I have also been in contact with you by e-mail and you offered no apologies or even another product for the same price, just a simple refund after waiting for over a week and constantly being told to just be patient. Now I can't even get the same product from another e-tailer for the same price.

Just copy and paste the following without the *: https://*drive.google.com*/file/d/1CJBvdMtNAb8VhVoJnOlEZeiAKwi0l1G6/view?usp=sharing

EDIT 2: Just to let other potential customers know - what they do is called a basic "Bait and switch" where the e-tailer lures you in by selling a product for a low price they have no intention of ever delivering to you. They just inform you after you've placed your order that you have the choice of either getting a refund or switching to another product (full price of course). Most people will just switch to another product in order to avoid the hassle, leading to the e-tailer getting more money from you despite engaging in illegal activities. You can read more about it here: https://*ec.europa.eu*/digital-single-market/en/rights-principles-applicable-when-you-buy-goods-or-services-online?fbclid=IwAR1d-sfH3nG_T5smS8pSAp32uQEzvV6rn9vcKXA6fvZ9deAT-nm50IePniU

Again just remove the * from the link.

EDIT3: It wasn't from the time I placed my order, but on Tuesday the following week on August 6th. So you apparently wanted to get even more orders in despite already having many on back-order (the timestamp is in the filename as I uploaded it to Telegram). So what happened to the products you had in stock on Tuesday?

EDIT4: "We tried to order from other suppliers and we offered you alternative Products and you didn't take them."
Why are you making up facts? You offered no alternative products you just sent me a refund, and only when I sent you an e-mail asking about alternative products did you respond with a less than stellar offer on another item. In fact it was no offer at all, but just an alternative product for full price which again just proves you engage in illegal "bait and switch" tactics. You did offer your "Gold service" free of charge, which based on my experience amounts to pretty much nothing.

EDIT5: You still did not explain why your website claimed you had them in stock on the 6th? You can take whatever action you see fit as I do have the files to prove you are lying. And what could I possible gain by photoshopping an image for trustpilot? Are you honestly claiming I took the screenshot before the you lowered the price and had them in stock, only to use it as leverage against you when I didn't receive an order I placed while the price was lowered (how could I have even known you would never deliver the item in question)? That is a pretty absurd accusation.

EDIT6: I actually just noticed that in the first screenshot I took of your webpage it you had 3 in stock, and a couple of minutes later it was updated to > 5. So I actually have two different screenshots uploaded to Telegram (encrypted platform so you can't actually edit the timestamps or files which makes them basically the most reliable sort of evidence there is).

EDIT5: Here's the first screenshot with the timestamp from Telegram:
https://*drive.google.com*/file/d/12xOmRjdFuxH7N_ZsHUWDsMkVoON7d6J_/view?usp=sharing

Second one:
https://*drive.google.com*/file/d/1RIHQ1CIb_2C33UmXGtJNzD-J4ndFkDnV/view?usp=sharing

See how the products in stock went from 3 to > 5?

Moments later the webpage was updated again:
https://*drive.google.com*/file/d/1YmdsRbQ9Y4fSVHnbiNdpJwKSKgP9wiYm/view?usp=sharing

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.

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.

Alles verlief super

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.

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!

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.

Great service! I ordered all my pc components from this website and can't complain. the support answers your questions fast and they are helpful. The only negative thing that bothered me was the shipping costs. You have to pay 8,99€ for a delivery if its not exceeding 150€ and you are shopping at night from 0-6 am. Other companies can do this better.

I've ordered a new computer at mindfactory and everything was fine.

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.

-= DISAPPOINTING SHOPPING EXPERIENCE =-

I made an order of Motherboard+CPU and my order got stuck because the motherboard got out of stock (but it was still in stock when i made the order)

Also i paid 19% VAT but the store refused to ship my order within EU because they said i needed a company Sales Tax ID.
I gave them the Sales Tax ID of the company i work for but still they were refusing to ship my order with a silly excuse ( the company is not in my name )

I never expected such a bad customer support from such a big tech store.

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

First of all, I wasn't allowed to order shipping to an address other than my billing address, which meant I had to wait at home to receive one of the packages (with components). I would have loved to ship it to my work address, as it would have been easy to receive, but unfortunately not.

When the case arrived I wasn't home. The case was shipped back to them and now (a week later) they refuse to send it back. When I asked their customer service about it (via e-mail, the phone is usually disconnected), one person said they would send it back and the other said the next day that they received it and it would be refunded.

UPDATE: OK, finally it arrived! Seems like everything is functional, updating review to 3 stars. I am still unable to make orders to deliver to a different address, despite their claim that it is only for the first order (-1 star). Also, the whole confusion with the customer service makes me really glad that everything is working, wouldn't want to have to suffer through the return process (-1).

I have been purchasing PC hardware from Mindfactory for nearly 2 years now. I have never problem with their service, as they are very quick to process and dispatch my products. If something is not available they have always been prompt to contacted me.

Because of their great service, support and friendly team I will continue to be a loyal customer. Let us not forget of their great prices on parts too!

Thank you!

I got my order after 2 days. Only 2 bad points though:
1- shipping is a bit expensive (above 8 euros no matter how much you pay)
2- I got the price of one article raised suddenly by 3 euros when ordering and didn't have any explanation but still less expensive than other websites

After my recent review, I stumbled on their new RX 480 Red Dragon offer. While being in the shopping basket, I get a notice: "The price has gone up from 299 to 319€". That does a lot when ordering 4 units. Proof imgur com/a/gf7KO

Yet I continued ordering process and logged in. What do I see? I am unable order anything from them. So instead of taking the feedback and criticism they've deserved from the last issue I encountered (read the previous review), they actually banned me. Proof: imgur com/a/0BPOJ

Last time I was banned to participate, I was 7 and I was on a sandbox. This is getting hilarious.

Cheap prices, good quality and fast delivery. Though the website could quite use an update...

Good selection and good prices.
Service and site are in german, so some times I need some google translation for success.
Website isn't the easiest to navigate with. Search is quite slow.
I've used them three times for full custom pc builds without problems.
Only shipping costs prevent me using them more.
For instance, I've bought the motherboard, cpu, gpu, rams and other smaller parts - all that fits in one parcel.. But buying display and pc case is no go, because each would be sent in additional parcel (doubling or tripling the shipping costs).
I have had luck (?) with my orders - no wrong items, nor need to use warranties with them.
I will buy from them again for sure.

Very good service, including an RMA due to an error by myself, and fast delivery.