keychron.de Avis 26

Trying to return my mouse I ordered from Keychron, they are not providing a return address and are informing me about a 10% deduction of the refund because of their warehousing costs. Absolutely unacceptable and against EU and German law. Would never buy again.

I had a very frustrating experience with Keychron Germany support.

I contacted them because I own a soldered K2C2 keyboard and wanted to buy a hot-swappable PCB specifically to avoid desoldering. I made this clear in my very first message. Support replied that they had a compatible PCB in stock and sent me a payment link for €40, including shipping.

When the part arrived, it was not hot-swappable. It appears to be the same type of soldered PCB I already had, meaning it still requires desoldering/soldering switches and does not solve the problem I explicitly asked them about.

I explained the issue and asked to return the incorrect part for a full refund. Instead, they first offered €15 compensation, then €20, while insisting on explanations that did not make sense for my situation. They also claimed it could be installed by tightening screws, but that completely ignores the actual problem: the switches still require soldering/desoldering.

What annoys me most is that this was not a misunderstanding created by me. I clearly stated what I needed, they confirmed they had a compatible part, took payment, and then sent something that did not meet the requirement. When I asked for the matter to be escalated to a supervisor or higher-level contact, I received no reply.

At this point, I feel like they are trying to make me accept partial compensation for a part I never requested and cannot use for the purpose I bought it for. This is a terrible customer support experience, and I would be very cautious ordering from Keychron directly if anything might require after-sales support.

I ordered the Keychron M6 8K (mouse) to Slovenia. The mouse has a lot of potential, but the ergonomics didn’t fit my hand — this part is of course different for everyone.

What really stood out was their customer support. They replied to every email within one day, always professionally and always trying to find the best solution for both sides.
The return and refund process was handled quickly and without any issues.

Very satisfied with their products, support and overall experience.
TRUSTWORTY ONLINE SHOP!

Horrible customer support experience.

I ordered a keyboard from Keychron.de that arrived defective. What followed was more than three weeks of endless email back-and-forth, constant delays, and clear stalling tactics. I was repeatedly asked to provide more and more photos and videos as proof, even though the defect was obvious from the beginning.

Instead of offering a proper repair or a full replacement, Keychron ultimately proposed a 10% compensation and sending me a new PCB, leaving me to fix the keyboard myself. For a brand that markets itself as premium, this is completely unacceptable.

The whole process felt exhausting, unprofessional, and frustrating. Customer support was slow, unhelpful, and seemed more focused on minimizing their costs than actually helping the customer. I would strongly caution anyone considering ordering from Keychron.de to think twice, especially if something goes wrong with your product.

Had a good experience overall with this site, items arrived after 3 weeks (came from China), all items as described & in working order (excellent products btw).
Only interaction I had with their support was to enquire where the items were after 2 weeks (tracking seemed to have frozen) but never got a reply. This was a concern, so I'd be hesitant to use them again.

Keyboard is perfectly fine, but apparently not technically flawless.

I ordered a K3D3 keyboard in November 2024 via the German website. I had no problems for several months and was able to switch the Bluetooth mode between two PCs. By September 2025, the Bluetooth mode was already defective. I am not technically savvy. According to customer support, which took quite a long time to respond at first, the battery may also be affected.

In any case, the keyboard still worked with a cable, but unfortunately no longer with Bluetooth, which was why I had bought the keyboard in the first place.

Support wanted me to:
1. Provide a video proving that Bluetooth mode was not working
2. Describe the procedure in the video
3. Disassemble the keyboard to take photos of the inside
4. Before I did that, I wanted confirmation that my warranty would not expire if I opened the keyboard.
5. The confirmation came, and then I took photos of the inside.
6. After that, they wanted to refund me EUR 15 as compensation, but I refused.
7. I rejected the offer and sent the warranty terms and conditions from the Keychron Germany website.
8. You then offered me a replacement keyboard.
9. Now I had to pay EUR 10 for the shipping of a replacement model.

All in all, I am satisfied with the quality of the keys and the steel casing of the keyboard. From a technical point of view, I hope that the Bluetooth failure is just a one-off.

Customer support seems to want to wear customers down so that they eventually give up and just keep or dispose of their device.

That's a real shame, unfortunately.

Order: DE66302-APT

DO NOT BUY FROM THIS MERCHANT. This is not a legitimate local store; it is a deceptive dropshipping operation violating EU consumer laws.

The Experience:

Bait and Switch: I ordered a "Grade A" (Used) keyboard, which implies near-mint condition. What I received was shocking: the unit is covered in severe chips and deep scratches, and the "S" key is completely dead. This is not "Grade A", this is electronic waste.

Partial Shipment Fraud: My order totaled over €200 and included a wrist rest. This accessory was never shipped. The merchant took the money for the full order but failed to deliver the items.

Extortionate Return Policy: Upon reporting the damaged and incomplete order, support refused to provide a prepaid return label. They are demanding I pay for international shipping to China to return their broken garbage.

The Reality: Under EU Directive 2019/771, the seller MUST cover all return costs for defective goods. By forcing the customer to pay shipping fees that exceed the product's value, they are effectively denying warranty service and violating consumer rights.

Result: I have filed a formal bank Chargeback for fraud and reported this store to Shopify for Acceptable Use Policy violations. Avoid at all costs unless you are prepared to fight for your money.

I ordered a keyboard through the German Keychron website (keychron.de) that was clearly presented as an ISO layout on the product page. The product preview and even the official order confirmation stated that it was an ISO version. However, I received a Japanese JIS keyboard, which is significantly different in layout and usability.

After contacting customer support and providing a screenshot of the product page from the day of purchase, I initially received no response for an extended period. Later, a support representative even accused me of having “photoshopped” the screenshot. This accusation was completely unfounded, unprofessional, and disrespectful.

During further communication, Keychron confirmed that:

an error existed on the German website,

multiple similar cases had occurred,

the product listing has since been corrected,

Japanese keyboards are no longer sold on the German website.

Despite these acknowledgements, Keychron Germany continues to refuse to cover the return shipping costs. Instead, I am expected to return the keyboard to China at my own expense, even though the purchase was made via the German website and is subject to German consumer law. As a so-called solution, only a partial refund (10%) and a set of keycaps were offered, which does not resolve the underlying issue.

This is especially disappointing because I previously purchased another Keychron keyboard via Amazon and was very satisfied with the product quality. That makes the handling of this case even harder to understand.

Conclusion:
Good product quality, but misleading product presentation, poor communication, and lack of responsibility when issues arise. I currently cannot recommend purchasing through the Keychron Germany website.

They sent me keys. Great colors but a lot of the letters and numbers were crooked. Skewed/different sizes and whatever.

Videos and pictures of the problem were just shrugged off: "We can't see a problem with it" (they're lying through their teeth, it was that bad)

On the second appeal they told me to send them back, but they won't provide a return label, so I have to carry all the costs. For 50+€ for some keys, you can and should expect a premium service all around, but they fell short in all departments (quality, price, customer support, you name it)

Don't buy here!!!

I have double click issues with my Keychron M3 Mini Wireless Mouse and therefore contacted the customer support. They are trying everything they can to not repair, or replace my product. That includes giving me many instructions, which all didn not help. Now they want me to record a video. Since I already know that this is not going to lead anywhere and they will still refuse to help me, taking legal actions is the only solution now.

Took 2 weeks to come but delivery was succesfull. Also keyboard is amazing! Thanks

Ich habe mir bei keychron.de eine Tastatur bestellt. Versand erfolgt aus China, das ging noch relativ flott.
Leider hatte die Tastatur einen kleinen Defekt.

Die Kommunikation mit dem Support war sehr schwierig. Auf eMails direkt an den Support gab es keine Reaktion. Ich hab es dann mit dem Formular auf der Website versucht. Hier habe ich dann doch am nächsten Tag eine Antwort bekommen: Ein Video von dem Defekt wurde verlangt. - Kein Problem, ich hab ein Video gemacht und abgeschickt. ...
Keine Antwort...

Okay ich hab dann die eMail mit Video nach einiger Zeit noch mal abgeschickt. Mehrmals... Darauf kam dann irgendwann das Angebot ein Ersatzteil zu schicken, was ich angenommen habe. Aber: wieder keine Antwort, keine Reaktion, nichts...

Bis hierhin hat das ganze ca. 2 Monate gedauert. Ich hatte innerlich schon aufgegeben. Die Tastatur hatte einen eher kleinen Defekt (defekte LED), mit dem ich auch hätte leben können. (Bei einem 200€-Gerät aber sehr ärgerlich.)

Das Ende der Geschichte: noch einmal vier Wochen später kam plötzlich die Nachricht von einem Paketservice, dass eine Sendung zu mir unterwegs ist und eine Woche später hatte ich eine neue Platine in Händen. Ende gut alles gut.

(Ach ja: Bei den Custom-Keyboards bekommt man bei einem Defekt nur Ersatzteile zugesandt. Einbauen muss man selber. Das waren bei mir ca. 90 Minuten Arbeit (über 200 Einzelteile zerlegen und wieder zusammenbauen). Das ist bestimmt nicht jedermanns Sache.

Der Support antwortete mir nicht nach insgesamt 3 E-Mails. Die erste Mail war von vor über einem Monat. Seitdem erinnere ich alle 1-2 Wochen an meinen Fall sachlich und mit viel Geduld. Interessiert dort aber niemanden.

Mein Problem ist eine fehlerhafte firmware der Q3 Max und andere technische Probleme (das Wechseln der Layer geht nicht wie vorgesehen, NKRO ist buggy, Alt Codes funktioniere nicht richtig). Ich nehme an, dem Support ist es schlicht zu unangenehm mir zu antworten und so antwortet man lieber gar nicht.

Schön gelöst von Keychron. Einfach nicht antworten, dann gibt's auch keine Retoure; denn darauf würde mein Fall wohl hinauslaufen. Für mich ist das ganz klar Abzocke!

DO NOT BUY FROM KEYCHRON, their customer support is HORRIBLE. After approximately 3 months my keyboard started double typing letters. I have followed the instructions given by customer support, none of it worked, but after that I have been waiting for an answer for over a month.

I ordered a new keyboard from the keychron.de website. The order was delivered from China in two weeks, but the keyboard (Keychrone K10 Pro) is the best I've ever had.

(+) Very good quality
(+) It's not a SCAM!!

(-) Long delivery time

Bought a mouse directly from keychron.de, ended up having a faulty scrollwheel click switch. It's been 3 days since I messaged them and heard nothing, through multiple channels, even tried sitting in their chat today for 15 minutes, and checking for response periodically after, but nothing...
Luckily I have a little more recourse as I bought it through Klarna so I filed a dispute through them, let's see if they'll ever end up getting their money...

This company is a scam. I purchased a keyboard and promptly arranged a return. After they received the keyboard, they stopped responding to my messages and still haven’t issued a refund. They are incredibly difficult to deal with, disregard most consumer laws, and you’re likely to lose your money. Avoid them at all costs.

Erst mal fühle ich mich natürlich getäuscht, weil durch die Domäne „.DE“ der Eindruck erweckt wird, dass ich es mit einem deutschen Unternehmen zu tun habe mit den üblichen Umgangsformen usw.

Leider wird einem zu spät klar, dass es nicht so ist.

Jetzt ist genau eine Woche seit meiner Bestellung von einer Packung Tastaturschalter her, für die ich auch noch satte 7,60€ Versand zahlen musste. Aber die Sendung ist laut Tracking der DHL, die innerhalb Deutschlands die Zustellung übernimmt, immer noch nicht in Deutschland eingetroffen. Da sich sicher auch noch der Zoll genau anschauen wird, was ich mir gekauft habe, rechne ich mit reell 2 Wochen Versanddauer. Mindestens. Unmöglich!

Und der Support ist sehr schlecht mit Erklären und hört irgendwann auch einfach ganz auf, zu antworten. Was ist das für eine Art?

Würde hier nichts mehr bestellen. Aber ganz sicher nicht mehr.

Ordered and paid a keyboard from their website. A few days later I get an email from an unnamed support agent telling me the keyboard is no longer in stock. I asked how I was able to order a product that apparently was never in stock. My question gets ignored and I only receive a single line reply asking if it's okay to cancel and refund my order.

Apparently Keychron can't manage simple stock keeping and their support is terrible to boot. Wouldn't recommend this company.

Gerne:

Ich habe meine Bestellung bisher noch nicht erhalten. Es ist jedoch bemerkenswert, dass "Keychron" eine deutsche Webseite betreibt, wodurch man als Kunde erwartet, die Produkte aus einem Lager in Deutschland zu erhalten.

Leider wird die Ware dann doch aus China verschickt. Ich bin gespannt, wie die Rücksendung ablaufen wird, da ich nicht vorhatte, diese Version der Tastatur zu behalten. Ich wollte sie nur testen, um herauszufinden, ob ich mit der Tastatur gut schreiben kann.

Aufgrund dieser Umstände kann ich nur einen Stern vergeben. Dieses Vorgehen sollte eigentlich dem Verbraucherschutz gemeldet werden, obwohl sich die Seite wohl im rechtlichen Rahmen bewegen wird.