FiveTech Avis 72

I requested a refund through Amazon a month ago for almost £2k for 2 laptops.
There was (and still isn't) any update on Amazon. I've called 3 times, each time I was on hold forever then the person said the inspection had just been completed and approved, and they'd email me directly with next steps. I have not recieved an email nor a refund

I wish I could do minus rating.
The laptop was purchased via Tesco Market place not knowing I would be landing into a nightmare. The order was delivered on time but the problem started when we started to return it. While arranging a return, Tesco said to contact the supplier which is Five tech. Repeat contacts resulted no resposne from supplier and no return shipping confirmation for a week. Needed to raise a complaint to Tesco and in effect received return label in a day.
Again when the laptop was returned, not even after 10 days of return, has received any confirmation of return or refund.
Tesco said they can't do anything as they do not hold any responsibilty for refund even purchsaed through Tesco as it was on Tesco marketplace. Somehow after rasing the complaint again, received confirmation that refund is being processed.
Still waiting for money to come in the account.

I purchased a high-end gaming laptop worth £4,399 from ASUS Store UK on 6th January with next day delivery, and they sent it via Parcel Force, who then lost it in transit. After 15 days, ASUS Store UK is still refusing to provide either a refund or a replacement, which is completely unacceptable for a non-delivered, high-value item.
There is no way to contact official ASUS customer service directly for this order; every call is diverted to a third-party company that handles their calls, and they repeatedly hide behind the excuse that they are “just a third-party contractor.” This third-party team is refusing to escalate calls properly and even refusing to raise a formal complaint when asked, which feels like a deliberate tactic to block any meaningful resolution.
On multiple occasions, when an escalation was requested, they claimed that a manager would call back, but when finally speaking to a manager, it was confirmed that no such escalation request had ever been raised. This shows either complete incompetence or intentional dishonesty in how they handle customer complaints and escalation requests.
To make matters worse, one of their team members even blamed me when I asked for a replacement, saying words to the effect of: “How can we trust you if we send a replacement and the previous laptop arrives?” This is an outrageous accusation against a paying customer who has simply not received their £4,399 item and is asking for a basic resolution.
They also refused to mark the parcel as “return to sender” with the courier, even though doing so would mean that if the parcel is ever found by Parcel Force, it would automatically be sent back to ASUS. Instead of taking reasonable, customer-focused steps, they are choosing options that delay and obstruct any resolution.
There is nothing in their terms and conditions or on their website that mentions a 30-day “investigation” period before a refund for lost goods, yet they insist on this arbitrary delay while ignoring their obligations as the retailer. Combined with the inability to reach official ASUS support, the third-party call handling, the refusal to escalate, the failure to log complaints, and the blame-shifting onto the customer, this has become the worst customer service experience imaginable.
If ASUS Store UK continues to operate like this—losing extremely expensive items, refusing refunds or replacements, hiding behind third parties, and treating customers with suspicion instead of respect—they will quickly destroy their reputation and likely disappear from the UK market. I would never recommend ASUS Store UK to anyone.

Rubbish experience
Poor experience and non-existent customer service. Ordered an AOC monitor and was sent something that was completely different and unsuitable. When contacted, all I got were excuses with no resolution. After a whole lot of hassle, I'm now left without what I had ordered. Was a happy customer of Box/ Five Tech till now.

Be warned. When things go wrong, don't expect these to be made right. Use other sellers which do understand what customer service is about.
Order ID: BOX-000183592

Bought a new Oppo X9 on launch only on the basis of the increased trade in promotion £150 on top of the value of my Oppo X3 Neo £65, £215 total my phone was mint condition and fully working, 3 grade opts given I went middle good condition, bought the phone online and added the trade in information all fine, New phone comes a bit late on launch but all good, brilliant device now the fun starts with the trade in process.
Trade in terms state id get a trade in prepaid box on delivery of my new phone, didn't happen tried for 4 weeks calling given numbers of Oppo Store Co Uk run by Five Tech Limited on behalf of Oppo and they do not use any means of communication available, as noted here by others chat is offline 24/7 all my emails sent in 4 weeks I've yet you get one response, Oppo UK also raised a complaint from me on my behalf they didn't even reply to them, I've never seen or experienced anything as poorly managed, they are claiming their email has technical difficulties 🫣 what laws are being breached daily by these guys is insane, called everyday for 4 weeks 5 times per day before anyone answered.

After 4 weeks of torture someone did answer my 100th call, nice lady very apologetic and said due to the demand for the promotion they didn't have the capacity to answer emails or phones, well that's illegal but I gave the benefit of the doubt and asked the update on the trade in, she first stated that my return parcel was sent out, then it should of came in 14 days, then said due to me being in N Ireland UK they couldn't send me a return box 🫣 she was clearly well setup with the excuses to the poorly run promotion, I then was advised to send in myself by RM Special Delivery and they would refund the cost of post on the trade in value and it would speed up the process, well if only the saga ended on this but it gets a lot worse. I was emailed by this lady the process from the said customer service email which doesn't work 🫣 with instructions to post the item back so off I went and got this ready next day as stated.

I sent my fully working Oppo to a division of Five Tech called Laptop Outlet for trade in processing, sent Dec 2nd at this time frame 6 weeks after I bought the X9 phone and only because I chased it daily and sent it myself, if this didn't happen I'd still be nowhere with the advertised promotion, I fear how many others are in this BS cycle.
RM confirmed delivery of my phone to the said dept on the 4th of Dec I assumed after a week or so is get the update that everything was sorted and the promo credit would be refunded, but low and behold 3 weeks passed nothing, back to calling the ghost number that nobody answers 🫠 after a week of calling finally someone answered and after explaining the same story again he said he would contact the trade in dept and promised he would get back to me same day, still awaiting the response on that support request another waste of time and my patience 😤 it's now Xmas so was intending to leave it till after and not to ruin my holiday dealing with this nightmare, just maybe plan my legal course early January, I sent a response to the email from the lady who gave the trade in process from the CS email and stated this wasn't good enough and god help the next person who has to deal with my now 2 month cycle of insanity and utter disbelief on the saga that I've got into. Doing the most simple thing buying a phone, trade in a old phone, it's not rocket science how can it be so broken.!!!

So enjoying my Xmas off on the 28th of Dec I get an email from the same email thread from the original lady who sent me on the trade in instructions, the email stated we have your phone sorry it's got deep marks and scuffs and has screen damage in the sense of not physical but pixels on the screen are faulty, so sorry the phone has no value, also due to this you don't qualify for the trade in bonus either, 😤 I could not believe what I'm reading here, they then offer to recycle the phone for free 🥹 this is the end game in a story fit for netflix, ones mans fight to get his trade in credit from a company who don't do anything they say and don't deal with anything right.

I quickly emailed this person back stating in no terms is my phone deep scratched and screen hardware damaged and give me the proof of this assessment, also id get my own assessment done and we can soon check the grading vs yours, that email was sent 28th Dec and today Jan 13th I haven't received any response.
At this point I'm so charged id fly over and deal with this face to face make it a holiday and a fight against the worst experience I've ever had buying a new phone, Oppo please do not use these guys your products are brilliant, these guys are the lowest quality partner you can use.
I'm now out my phone, months of calls, emails, time wasting gone, trading standards report filed, small claims court filed, guys DO NOT BUY FROM THESE CLOWNS, BUY SOMEWHERE ELSE!! my quest goes on 🥴

I hate having to give even 1 star. They have stolen my phone which I sent as part exchange for an oppo x9 pro. 2 months later, and many emails and calls, total silence from them. No acknowledgement at all. Absolute scum bag scammers. My next port of call is their warehouse in person next week. It'll be worth the hour drive just to be able to vent at a real person. The silent treatment would drive anyone mad. Scammers and thieves.

I sent my handset to Five Tech Limited in November as part of their trade-in scheme. Since then, there has been complete silence. I have received no confirmation that my device was received, no tracking update, and no explanation as to what has happened to it.
I have made repeated attempts to contact the company via email and telephone. Every email has been ignored, and the phone number advertised for both the Oppo Store and Five Tech is effectively useless, as it rings out with no answer.
I have formally escalated the issue by submitting a complaint and a Subject Access Request (SAR), both sent by email and recorded delivery. Even these statutory requests have been met with total disregard.
This behaviour is wholly unacceptable. The lack of basic communication and accountability raises serious concerns about how customer property is handled. At this point, I have no confidence that my device has been processed—or even safeguarded—at all.
I am posting this publicly to highlight what appears to be a complete failure of customer service and governance. Based on my experience, I would strongly advise others to avoid sending any devices or personal data to this company.

Worst experience purchasing online. 0 customer service, you can't get a hold with anyone from their team, chatbot resets every 2 minutes, saying "sorry we missed you", whilst it's the other way round. I tried on multiple occasions, and wasted hours before I got connected.

I opted in for the trade-in and bought a new oppo find x9 pro, it's been nearly 4 weeks and have not heard from them on anything about my old phone.

I would genuinely advise against purchasing directly from the oppo store if you can. Unbelievable how a global company like this, could have such a bad experience...

Total scammers.

Five Tech are currently the UK distributor for Oppo phones.

I sent my handset to Five Tech Limited as part of their trade-in program in November,.

Since then, I have received no acknowledgment, tracking confirmation, or communication regarding my device. I have made repeated attempts to contact them by phone and email. There has been no response to any of my emails and the phone number for the Oppo Store and Five Tech just rings out.

I have also submitted:

a formal complaint, and

a Subject Access Request (SAR)

Both were sent via email and recorded post.

This experience has caused significant frustration, and I am posting this review to make the situation visible publicly in the hope that they take action and provide the information owed to me regarding my trade-in. I am concerned that my old handset has just disappeared and I will lose a very expensive electronic item,

I would be very wary about sending anything to this company and would avoid them at all costs in future.

Ordered from ASUS UK website, Five tech Ltd seem to provide UK distribution for ASUS products. Admittedly, there was a security issue with the delivery outside theirs and my control which has meant that the item is held in DPD's warehouse.

However every 'attempt' at customer support for the issue has been dire, attempting to avoid giving me a refund or replacement while they investigate on their side. We all know these take months with couriers.

They do not respond to emails and will not provide updates, even if declarations are made.

You will be on live chat for 40 mins every time to find out nothing, but you'll persevere and end up with a refund months later.

I'd say do a chargeback and save yourself the stress, at least then you won't be able to buy from them again.

Absolutely shocking. The laptop I purchased was so poor it couldn't even browse the web without taking an age to do anything. Tried to return, no response for weeks until I put in a PayPal dispute. Eventually got a return label sent. But now I have no laptop, no refund and no communication. Hoping to get the money back through PayPal. I've liked my Asus laptops in the past, but this experience has made me think twice about even getting another one through another supplier.

I purchased a new laptop via the UK Asus website which I discovered is handled by this company - Five Tech.

The process was extremely disappointing.
I ordered the laptop and noted the estimated delivery of 2-4 days. The website showed my order as 'processing' for 4 days, at which point I called up to find out what's going on, why hadn’t it been shipped.

I was told it had been shipped and was then given a tracking number. When using the tracking number on the DHL website I found out there had been 3 delivery attempts but I was not home due to not knowing it had been shipped. I was not aware of the delivery attempts as no card was left or email sent to alert me. (I later discovered they don't leave cards but send emails.)

Through the DHL website I requested it to be delivered the next day as I would be home and the website updated to say it would be delivered, it never arrived, then I requested it for the day after that... it never arrived despite the website saying it would. I tried calling DHL but I couldn’t get through to a human or option that helped.

I checked again on the Asus website to see my order status and it was now marked “complete”. Hang on… it’s not complete, I don’t have a laptop!
I contacted Five Tech again to alert them of the issue and asked them to resolve it. They never replied – Thanks for leaving me to deal with DHL.

I continued trying all numbers and means to contact DHL and finally found a way to speak to a human. After a number of calls they finally managed to get my package moving again and delivered the next day, over a week later than it should have been.

So, as far as I experienced. Five Tech’s system is not up to the job, does not tell the customer when items are shipped, does not tell you the shipping information, does not pass your contact details (phone/email) to DHL to inform you of missed delivery and finally, does not reply to your emails asking for help caused by their process. It’s unfortunate that Asus is using this company behind the scenes as they are not effective. I would not buy from the Asus website again, instead go to a supplier with better service and visibility.

(When I did finally get the package there was a DHL sticker on it saying “Hold” – I think due to the 3 failed delivery attempts DHL didn’t want to waste more time trying to deliver and didn’t have my other contact details so took it out of the delivery queue, all this stress because Five Tech couldn’t tell me the shipping info at the point of shipping. Even part time ebay sellers do a better job.)

Pre ordered xbox ally x within 3 minutes of going live to not get no communication about not getting 8t release day then after 5 emails I have to ring to find out won't get till mid December

So I've cancelled and requested refund now I've got to wait week for refund because they've refunded by echeque to PayPal utter shambles company disgusting and I won't be using ever again

No stars at all! The Ally x launch is terrible, took our money but no email, no update, I called and got through and was told it WILL be delivered a couple of days after the 16th as that’s when they took delivery…. Then NOTHING, no update, no email again! Called back 5 days later and was told it would be posted soon…. NOTHING again, then another phone call and 2 emails later (which haven't been replied to) I was told it would be coming in the next batch towards the end of the month! Looking at forums etc there telling the same thing to EVERYONE just trawling us along, if you mess up get an email out to apologise and update people as you would find that most would then have some understanding, hiding behind phone lines and not communicating makes you look like an absolute cowboy company! There should be something for pre-orders that go wrong that is on the customers side, should be a penalty or something to give back to those that gave their hard earned cash! I doubt they would be happy if I was sent the Ally X and then decided to pay a few days after or even a few weeks and just keep saying it’s in post mate don’t worry your on next batch. I will never order anything from them again.

Without a doubt one of the worst companies I have ever dealt with. If your a third party looking at this company to be a distributor just don’t. They will do untold damage to your brand. Compulsive liars, cheats and all round disgusting company.

Despite two recent positive reviews praising an individual in the company, I'd prefer to write a more honest appraisal.

The ASUS ROG ALLY X launch was monumentally mishandled by FiveTech and their staff.

There was no communication; they even turned their phone lines off when they obviously realised things were turning sour. (All sumarised in various reddit posts)

Ignored emails, and gave NO updates on shipping of items. They blamed the supplier, despite the fact that other stores were shipping their allocations.

I suspect ASUS went for the cheapest distribution quote, and sadly IMHO Fivetech are simply not up to the task of managing a major product launch.

The items do now (after 3 days of avoidable delays) seem to be shipping in very small numbers but again with zero communication, zero empathy and seemingly zero interest in customer satisfaction.

If I were a major business looking for a logistics partner in the UK, I'd definitely avoid FiveTech !

After a long few days over inconsistencies in communication of when I should expect my Xbox Ally X, due to issues caused by ASUS not delivering the stock which is a real disappointment but my faith in the company was restored by Farhan who took the time to listen to my concerns, issues and then took his time explaining what had happened and fixed problems around my order.

Huge disappointment over the let down by ASUS but huge appreciation to Farhan for the excellent support by FiveTech. He should be left in charge of the whole Ally X orders to keep things consistent!

Farhan has single handedly kept my faith in Asus and is solely responsible for my future business with Asus, they deserve a raise and a bonus for the Hell they are going through on behalf of Asus management. I cant thank them enough for the mammoth effort they have done these past few days. They are an amazing asset!

I wish zero stars was an option. This company has handled the launch of the ROG ally X terribly. Communication has been terrible, stock has been delayed and no effort made to sort it out. Even after the stock arrived they told customers they would not be willing to pay their courier for next day delivery, meaning me and many other customers now must wait two more days until Monday. This company tries to save money at the expense of customer satisfaction. Avoid at all costs!!

Same as so many others, mismanaged to launch of the ROG Xbox Ally X.