Mindfactory AG Reviews

I ordered a set of PC components for building a gaming PC last two weeks from Mindfactory AG. The delivery was reasonable on-time and there was no goods damage. I am satisfied with what I ordered. However, I returned some components due to better models, which Mindfactory AG does not offer. They did refund me in a reasonable time frame.

I ordered something to a wrong address cuz i made a typo, my product got back to them and i didnt hear anything from them since. When i try to contact them by phone they are always unavailable and if i try to send them an email i just get a mail back that this address doesnt exist

Quick processing of my order, i couldnt check the order details for various reasons and eventually noticed that my product got shipped today and is heading to my old address as it was apparently still connected to my account. I reported the issue, asking for help, yet customer service could not string two words together in response to my email, i asked twice if there was anything i could do, and got a short response with words not even spelled properly, in return. Yes it was an error on my part but in no way shape or form did they offer any solution or assistance, suck my dick.

I wish this was the Standart

Mindfactory is the Ryanair of PC Parts. Good prices, zero customer service.

Order was not shipped 3 weeks after payment. No response to phone or mail enquiries. Resolved via paypal claim. No reply, no excuse, nothing.

Pay a little extra and take your business elsewhere.

Ordered a full build PC 3 weeks ago. It too two weeks to just send out the pc. I sent 3 emails over the course of a week to check what is going on, no reply. After 3 extra days of UPS delay I got the PC. Immediately, the Cooler Master AIO is making loud ticking noise at the pump. Based on research it is a common problem of this product with many people having the same.

But the problem is I paid 140 euros extra as a service to have it checked and installed. This is exactly what I paid the extra money for, to receive a working product. Then I contacted them for exchange, again no response. Now I am very frustrated.

Price of the products are competitive in Germany. Return policy is good. But the general custom service, or the lack of is less so.

I ordered a good amount of items, some of which were available in stock and ready for shipment by the time I placed my order. Of all items that are available, the smallest components are constantly awaiting shipment. It's been three weeks now and I cannot build a new Desktop because the same item is still awaiting shipment. No contact info as to why I do not receive the parts that are available or even a info when I can expect to get the whole set.

Contact support just keeps me informed by stating that the parts are not available yet. Still on the edge of deciding between cancelling the order altogether or just awaiting the shipment (hopefully this year soon) and never buying from that store again.

There is a reason why bigger shops and e-commerce giants are so successful.

Great service and staff! Prices are also very good!

Totally weird experience. Few points to note, why the order had problems due my actions.

1. We had wrong address in order, but it was fixed within one day by me.

You would expect they contact you and ask to re-check this, however what happen is following:
1. They freeze your order.
2. They did not contact us about having problems with the order at all.
3. Their customer service put you to wait on the line like 1-2 hours and basically after that they ask you send again email to the customer service.


So meaning: I noticed one of my two orders with different accounts were showing different status: One was shipped one was still in "paid" mode. So I decided contact then and ask what is wrong. I opened Live chat, waited literally over a hour for answer.

What I got there, there was problems with the order and I should contact their support. They did not contact me about this nor told what was wrong with the order until I contacted them with email to given email, not email showing on their site.

The response on the email was, there was wrong address between the EU system and profile information. So I fixed the EU system address there, even tough the first address was totally legit according to local authorities.

After this started the cat-mouse hunt. I ask them to re-check, they reject. This happen about 2-3 times. I literally provided them also access to local authorities system, where they could see all information and also tell what is exact problem with the order.

We DID NOT get even exact problem to our knowledge as MF declined to disclose the full problem with the order with us. This is totally meaning, they just want run you trough their own machine and waste your time. It was totally cat-mouse experience where I have updated information as correct based on their live chat instructions where the email guy gives us following generic response

"Dear customer,

Please change the data in the customer account.

Best regards"


Last time I literally was 2 hours in the live chat queue and one guy said I need to answer to email, which I had already answered, and that email was again one of those generic ones. They said, one of the supervisors will contact and solve, this however, this never happen.

Also as last resort as they were no more answering the emails nor the live chat, I tried to call them. They did not pick up, probably due they already knew the number. They are totally most unprofessional customer support experience ever!

Due they did not answer me anymore I had to open PayPal case about this, which they surprisingly did answer and refund the order via the case, not by email, live-chat or phone.

So, I will HIGHLY TO NOT ORDER from here. I have made over 100 orders within last 6 years and now with new company account, this happen. No thanks anymore.

ABSWR FOR MF:
Address was checked from EU system, Finnish YTJ and it was matching. It was updated into correct one. Also your generic and lazy responses did not help at all. And neither the facr you DID NOT contact us about frozen order.

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.

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 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.

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

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.

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

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.

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