bestware Reviews 282

Low quality

Laptop breaks often, mostly disks and is generally unreliable totally break down after a year. Customer service is also horrible waited 3 days to get response.

Update June 2023:

The 3 starts are for the Hotline and the support. for the product, I wish I could give 0 stars.

So long story short they sent me a new product in 2022 after my complaints. I have been using that laptop for some time a month or 2 then suddenly the same problem that the pc was not starting happened.
I sent them back the laptop, this time they took 4 weeks to repair the laptop and sent it back to me. (Imagine you are a software engineer and you don't have your laptop with you for 4 weeks. :D )
after repairing the laptop I joined a new job and they gave me a new laptop so I haven't used the XMG Laptop for almost a year. it was laying on my desk and I maybe used it 2 or 3 times in the span of the last 9 months.
and these 3 times I only used it to transfer photos from my phone to my laptop and do some internet browsing. not heavy computing or anything.
but yesterday I noticed that clones of my application icons are visible on my screen all the time. the same problem existed with the laptop they changed for me.

now I am so tired of sending the laptop back and forth so I may use it as long as it is working but then threw it away.

my advice go for something stable and already tested. this was my first and last experience with trying something new.

I DON'T RECOMMEND XMG. DON'T WASTE YOUR MONEY!!!!!

Update June 2022:

I was astonished by their customer service. I mean they are amazing. they listen to you and try to find a solution to your problem. Salute to their customer service. I have been in contact with many other customer services but they always lack warmth and understanding but XMG is the opposite. XMG value their customers that's one thing I can say for sure, And I am totally happy with their work. Since my laptop was defective they send me a new one. I am changing my rating from 1 star to 5 stars because of their customer service and the way they dealt with my problem. I hope the laptop they sent me will work for me. I really appreciate all your hard work.

Best regards,

Sadat
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Dear Sir / Madam,
I bought XMG CORE 15 on 23. February 2022 and I received it 3 weeks later, I noticed the first defect exactly after almost 3 weeks of use on my display. I contacted the hotline and they told me to send it back so they can repair it. After sending the laptop to them, they fixed the display problem and sent back the laptop to me. When I turned on the laptop the screen issue was no longer there but after about 10 minutes suddenly Wi-Fi and Bluetooth stopped working as my mouse and keyboard disconnected from the laptop. I contacted the hotline again, they asked me to send them the laptop back once again which was really frustrating for me at that point. As I am freelancing as a web developer and Laptop plays an essential role in my time and income. Nevertheless, I sent them the laptop one more time. When I received it, the WIFI and Bluetooth problem was resolved. I started using the laptop as usual, but after almost 6 hours of use, I shut it down after a Windows update. After several hours when I wanted to use my laptop, I pressed the power button the XMG logo appeared, and exactly after 2 to 3 seconds, it restarted again. it continues happening like that every time I want to start it. I am really frustrated at this point, and I really want a refund at this point. I am contacting the hotline tomorrow and I hope they understand my problem and come up with a more logical solution, as I don't want to get into the loop of repairing the laptop every week.

Yours faithfully,
Sadat

if you're looking for performance and looks, XMG laptops are for you

I made an order for a laptop, then realized that I didn't do proper research and needed to send it back as it didn't fully suit my needs. They have a 14 day easy return policy and they cover the return shipping. The return was very easy and their customer support was very polite and helpful. Thanks!!

Ordered cable for headset hp g2.On website said in stock.Unfortunatelly waited one month for this cable.After 2 weeks asked support where is my order and they said we dont have in stock, that I need to wait another 2 week to get restocking.Bestware just ignore you and no email you about delivery process.After one month got cable but damaged and not worked.Contacted again support but they didnt responded on email.So I opened paypal case and finally got answer.They said will accept refund when I send back faulty product.So I sended back to Germany this cable.Ofcourse I payed postal back around 15£ extra.Bestware send me 2 days later email with prepaid postal label.So I contacted again if I can get refund for postal because Im alredy sended back.Ofcourse they ignore me 5 days and no reply.Then I finally got answer that is not possible.Please guy stay away from this company.They offering very bad support and bad qualitty product.Highly not recommended.

Quick update:
They send me refund but shiping cost just ignore and not refunded

I bought a laptop xmg apex: nvidia rtx 2070, amd 3900x.. 6 months ago, quite expensive. Only to find now on ebay beter laptop: 5900x, rtx3070m 32gb ram with 300 euro cheaper (that is in total with importing fees included).

Too expensive for inferior quality. I will never buy anything from them again, and I'll tell everyone I know to avoid bestware.

They dont answer any email i've sent, i try to cantact them via chat or email and it's impossible, how do they even sell anything if they wont communicate?
Shameful, i bet i'll get this automatic response where they tell me to send an email to their support, the same that doesn't respond.

My 2017 XMG A517 laptop (1600€) had several, individual keyboard buttons stop working after 3 years. Now, only 4 years after purchase, it's actually many keys that no longer work.
On being asked approached about this, bestware's answer simply is:
- It happens. But don't worry, we'll sell you a brand new laptop keyboard for 79€ + shipping!
Know what's the best part? I mostly use an external keyboard and the laptop's internal keyboard still broke.
Update 12.11.2021: Got offered the keyboard for 59€ + shipping instead. No comment on keyboard in this price range breaking despite little use.
Update 15.11.2021: As you may see in the company's answer below, their only comment on laptop components' breaking remains "It happens". Unfortunately, I cannot in good conscience recommend their products.

En tant que B2B, nous avons fait l'essai de commander sur le site Bestware, on passera l'expérience affreuse selon notre responsable achat. Commande effectuée en CB business, avec paiement validé et débité de suite.

Le produit était affiché comme en stock et expédié en 3 à 5 jours.

L'article à été expédié 4 jours après la commande, il a fallu qu'on aille quémander le status de la commande et le numéro de suivi auprès du service client, sinon on ne l'aurais jamais eu.
Au final, livraison plus d'une semaine après la date de commande, pas à cause d'UPS qui a très bien fait son travail mais à cause du délai anormalement long de Bestware.

Quand on ne peut pas honorer ce que l'on affiche sur son site, la moindre des choses est de prévenir le client.

Nous déconseillons Bestware en tant que fournisseur pro ou perso, rien que pour leur gestion client.
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As a B2B, we tried to order on the Bestware site, we will pass the awful experience according to our purchase manager. The order was placed with a business credit card, with payment validated and debited immediately.

The product was displayed as in stock and shipped in 3 to 5 days.

The article was shipped 4 days after the order, we had to go and ask the status of the order and the tracking number with the customer service, otherwise we would never have had it.
In the end, delivery more than a week after the order date, not because of UPS which did its job very well but because of the abnormally long delay of Bestware.

When you can't honor what you post on your website, the least you can do is to warn the customer.

We do not recommend Bestware as a profesionnal or personnal supplier, just because of their customer management.

Had to RMA HP Reverb G2 and bestware have very helpfull customer service where it was explained to me whole RMA procedure in details in email with all needed steps.

Everything went smooth, great job.

Igor

Terrible battery and even worse customer support! Spent over £1,000 on the XMG core 17 which certainly delivered on the gaming front of things with the rtx2060 and Ryzen 7 chip doing very well. However, on the battery side of things which comes with everyday use it failed spectacularly. My XMG core 17 only lasted 2.5 hours unplugged on maximum power saving settings, with lowest screen brightness, no keyboard backlight and while only lightly browsing the web and using Microsoft word (not running any games). I found this very unusual and looked up other laptops and found that the average should be at Least 5 hrs! Especially using it as light as possible. So I contacted XMG/Bestware who said they'd give me a new battery to replace the old one with. I did this and nothing changed which means there was a fault with a computer so I contacted them again and they said they'd take it in for for repair. After over 3 weeks of radio silence they sent it back, not only with a £200 UPS suprise shipping fee (which I haven't gotten back), but also with nothing fixed with the laptop. I then proceeded to call them again where they told me that the average battery life should be 2 hours (which I did not believe was true), then admitted it was 5 looking at tests and then went back on what they said and said my battery life was average and there was likely nothing wrong with my laptop. They refuse to listen to me and didn't do anything to fix my laptop the first time and say that there's nothing wrong which is clearly not true (I even have a friend who bought the same model who gets 3x my battery life). It's devastating how the customer service didn't listen using all sorts of unfair biased statistics when you have a serious problem with the battery life as well as huge suprise shipping fees that come along with buying the product from abroad. If I were you I'd stay well clear from Bestware or even XMG and just buy a Lenovo legion 5 instead

End of June received my XMG core 15 laptop nice laptop well made ,the problem with Bestware is they don't reply back when you write to customer service ,the problem is you don't get any sort of manual with the laptop so it takes a while to find things how it works
still cannot find how to get to control centre rgb lights for example got no idea the touchpad not that clever,you write to customer service no reply,they say they replied within 24hrs i never received any reply at all send 2 emails never got any feedback honest.

Update as of 8th August 2021
Still no response from UPS after 49 days of submitting a claim. They have 42 days under UK revenue and customs law to respond which they haven't. I have now informed UPS that I will be initiating legal proceedings in two weeks. Although this is principally now a UPS issue Bestware / Schenker choose UPS as its courier. The "nightmare" continues. Update in another two weeks.

Update as of 27th July 2021

I have followed the guidance provided by Bestware to receive a refund from UPS for VAT that has been paid twice on the same item that needed to be repaired. As of the date above I have NOT yet received any money back from UPS. I am now eventually speaking to UPS after weeks of trying and hours on the phone and will update this review in another two weeks

Update as of 24th June 2021.

I have increased my experience star by one; excluding the UPS issue Bestware have offered a good and responsive service. Brexit isn't a Bestware/Schenker problem, the continued use of an under-performing courier needs to be investigated which Bestware have indicated they are doing.

Review 22nd June 2021

Computer repair - the battery life of a new XMG CORE 17 was an issue so I returned it to Bestware / Schenker for repair from the UK. The outward bound (UK to Germany) instructions were clear from Bestware and the machine arrived in Germany as expected. I used DHL as the courier company. The return journey of the repaired laptop has been a significant issue. First it was "stuck" in UK customs at a UPS depot in the Midlands. After multiple requests from UPS including an EORI number and after hours on the phone the DHL export documents (to prove I had shipped the laptop back to Bestware / Schenker for repair) it was released. The UPS driver that arrived at my door demanded £150.91 and didn't know what it was for. I needed to pay or the laptop would be returned back to a UPS depot.

By this time given the hours and hours spent on the phone with UPS plus a few calls with Bestware I paid with the intent on having the payment reimbursed. After hours more on the phone with UPS they claim it was a Bestware / Schenker problem not providing the correct documentation, this payment was a VAT payment and a brokerage fee.

After contacting Denis for the 3rd time at Bestware they said the following: ..."We give it all that we have in order for the repairment process to go as smoothly as possible. But no matter the work behind every UK RMA, there's unfortunately one large chunk of the process that we have no control over: The delivery services and their choices. We've created all necessary documents for UPS and shipped them together with your device. Anything else is as likely to be unsuccessful as successful. Hit-or-miss" ...

So Bestware is indicating that they have provided UPS all of the correct paperwork and its a UPS issue. Denis subsequently advised ....

"...please write an e-mail to UPS with all the documents attached and don't give in. Please also attach the original invoice. UPS needs to see that the VAT was clearly already paid for when you've purchased the laptop originally... Every UK customer who sent their device in for repair and has been "forced" to pay the VAT as soon as the device arrived again, has successfully managed to receive this VAT-payment back through contacting UPS, giving them all needed info (and more on top) and staying consistent..."

From my perspective up until the return of the laptop Bestware had done a good job. My "BUT" in capital letters is that it is Bestware /Schenker that uses / contracts UPS to ship repaired laptops back to the UK. It also would seem from Denis' reply that I am not the only customer to have had issues with this courier. I sent the laptop without any issues to Germany via DHL where it was received without any issues. The problem is with UPS as a Bestware / Schenker supplier. They are awful and tarnishing the Bestware name. My message on this forum to Denis and Schenker leadership is that UPS is your supplier and even if you don't have "control" over the delivery service, your supply chain which includes your contracted courier, UPS is failing UK customers. It is Bestware's problem and can only advise that it is rectified. Meanwhile I have weeks of calls and E mails ahead of me trying to obtain incorrectly paid VAT back from UPS.

Until the repair service problems which are linked to Brexit and the performance of couriers in this context I can advise there is significant risk of paying VAT twice and increasing the price of your laptop by ~20 % if it goes wrong. I had to pay for the outward bound courier + VAT on a lesser amount stated in Bestware's Proforma repair invoice attached to the box.

Excellent aftersales service. I live in Malta and had a problem with my laptop's SSD. Sent it in and it was fixed under warranty within less than a week and also managed to get upgrades for it. Was kept informed throughout the process by very helpful staff (especially Denis with who I corresponded) and they managed to answer any questions I had in a timely manner. Definitely would recommend even for online purchases.

I sent multiple mails, I opened multiple chat windows.
My mails were never answered, my chat windows on the live support were closed after the first reply from the support. None of those replies got me anywhere.
I've not managed to contact them to this day, as they keep refusing contact.
I purchased a 1.500€ device and cant get a hold of them, never again!

Ordered x2 HP reverb g2. Shipping was very late (but not their fault I guess). HP gave 50 eur compensation to all who preordered, because of 2-3 months delay of shipping.
Experienced several problems with this company:
1) Bestware gave my HP compensation in voucher, not directly to my account. Amazon just send me 100 eur directly to my account as I also purchased x2 HP headsets
2) They gave me just 50 eur voucher instead of 100. I asked for another 50 eur voucher as I bought two headsets. Looks like they thought I will forget about compensation. Looks like they steal from customers who did not know about compensation from HP.
3) They shipped me used items. Everything was unpacked, visible wear of equipment. Asked for replacement for a new unused item. They did not had replacement, so they send be me refund. I payed via bank transfer + 50 eur voucher. They refunded me only amount I payed, voucher just dissapeared. Now looks like they try to avoid to refund me my voucher, because they do not answer my several emails for a week.

DO NOT RECOMMEND! Avoid them if You can

Do not read the positive reviews, this is one of the worst stores i had to deal with EVER.
Even in the early days of online shopping things where better. AVOID IF YOU CAN!

I had excellent experience with Bestware. I ordered Reverb G2 and then I decided to return it. They paid shipping cost, when it was sent from outside of their country and communication was quick and excellent! There were some delays, with delivering G2 pre-orders. But it was on Christmas and during Black Friday and their carrier had some issues. And they were solving them and communicated on reddit. I don't know anything about logistics and if they did enough to communicate with their carrier. I am not sure, if I would recommend the shop, because I read some bad reviews here. But people on reddit said: they had a great experience! At least for me experience with Bestware was perfect!

I needed a replacement part for my laptop and couldn't find anyone else that would offer it.

Despite it not being advertised on the site Bestware were happy to help me out and replied and dispatched my order super fast.

We were fans of Bestware / mysn with my brother. Because they offer pickup at home warranty and we were buying only from their laptops the last 10 years. But since once my last laptop, something on its mainboard got broken. So I send it back to them, and they told me that it is external damage that the warranty does not cover. External damage on the mainboard??? How???

Nvm, since then, me, my brother and my friends never again buy any of their laptops....