Ayaneo 

order was:
Pocket DS Starry Yellow 16G+1T + Case.

originally ordered on the 6th Jan at around 3:00am (UK time).

i emailed them shortly after to inquire about shipping methods used as i was charged $50+ for shipping fees but no selection of courier. I also asked them what sort of timeframe for delivery i would be looking at, they completely ignored my email.

i then gave them another 11 days to respond, which id say is more then fair, on the 17th i got a notification about a royal mail shipping label had been created and that ayaneo advised them it had been dispatched to them, this was the first lie they told.

on the 18th i emailed again, this time asking for clarification on the shipping label i received, when i could expect to get the item, and that i hadn't gotten anything further from royal mail.

on the 19th, their portal updated saying it was "on its way", yet when i followed the 17track link, it said the parcel didn't exist and could not be tracked. on the 20th i got a response with the same copy/pasted tracking info from someone called "rock wang", the tracking info was still dead and didn't show anything.

on the 22nd i responded to the email and mentioned the tracking irregularities, and i asked them to confirm whether or not it had left their fulfilment centre or not and secondly, whether there was a China to UK specific tracking number besides the royal mail one i could use instead.

on the 23rd i got a copy and pasted/scripted reply, the first of many identical ones to come, stating that:
"Thanks for reaching out.
The entire shipment is divided into two stages.
The first stage is line-haul transportation, where the parcel is shipped from China to your destination country. The second stage is last-mile delivery, which will be handled locally by UPS or Fedex or other Mails.

The current tracking information indicates that the parcel is still in the line-haul stage. The tracking number will only start showing updates after the package arrives at the local customs.

For this shipment, we are using an air freight dedicated line. You do not need to pay any customs duties or clearance fees, but the overall transit time will be slightly longer, approximately around 20 days.

Please don’t worry and kindly wait patiently. If there are any exceptions, we will proactively inform you."

not only does this "delivery window" violate my 30 day guarantee with the consumer rights act 2015, but it doesn't answer my question in the slightest, its them avoiding giving a definitive answer to avoid liability.

shortly after i responded saying that if they didn't provide me with the correct information by Monday the 26th, i would contact PayPal.

the 26th came and the same support staff member "John Nee", sent the same exact email, word for word as the prior one i added here for context, congrats ayaneo, way to show you don't give a rats ass about your consumers.

after talking over the phone with PayPal, they advised that i send an email asking for the following:
1. the MAWB (Master Air Waybill) number so that both myself and PayPal could actively track the pallet with my order in
2. i also provided the full timeline of the issues faced and their contradictory and outright deceitful behaviour

i then, as instructed, closed it off by saying:
"So unless you are willing to provide me with the Master Air Waybill (MAWB) for the UK pallet as requested, I will no longer have confidence that this item has left China.

If there is no physical scan at a UK sorting hub or a copy of the MAWB provided by 10:00 AM (UK Time) tomorrow, I will initiate a PayPal "Item Not Received" dispute and have them force the matter with you, this will cause the funds I've already paid you to be frozen until you comply, I will also file a case under Section 75, to ensure the funds are made inaccessible."

i also CC'd their other support addresses including marketing into the email, so that single support member couldn't act like it didn't arrive or ignore it.

on the 27th i got another reply, well two to be exact, both contradicting the other.

the first email stated that my parcel would arrive in the UK on the 30th and be with me by the 5th February (this goes against the 48 tracked delivery promised with royal mail).

the second said that 30-31st for arrival, 1st for a scan, 5th for delivery.

I gave them that chance, it came and went, so today I opened a PayPal dispute.

I paid over €1,000 for my AYANEO Pocket DMG through Indiegogo in December 2024.
Almost a year later, I still have no device, no full refund, and no accountability.

AYANEO provided endless contradictions:

First they said the problem was with the screen protector.

Then they said it was the device.

Then they claimed to repair it.

Then they refunded random amounts without my consent and kept the product.

They now claim “exchange rate differences” to justify missing money — completely unacceptable.
I never asked for a refund — I asked for the product I paid for.

AYANEO’s handling of this situation is unprofessional and deeply concerning.
I have documented every transaction, receipt, and message, and shared this with Indiegogo and PayPal.
Other backers have their devices — I do not.

Buyers beware: this company takes your money first, then decides later what you’ll get — if anything.
Indiegogo has been notified.

#AYANEO #PocketDMG #Crowdfunding #ScamWarning #ConsumerRights #IndiegogoFail