Uk Store Asus Reviews 1,120

I brought the new ROG Flow Z13 KJP (£3,600 for a tablet PC). It arrived 3 days late, no tracking was ever given, I contacted support and they didn't have the information. Didn't work with USB-C monitors without hours of troubleshooting with the their supports only suggestion of RMA the device because they just follow a script and can't think for themselves (I had to install AMD chipset drivers direct because the ones on the Asus support page were very out of date and wouldn't update). Two weeks later I still haven't received the game code that was part of the purchase, I contacted customer support & it took 3 days for them to respond with "We're still waiting for them".

The whole experience makes me want to never purchase another Asus product.

Absolute worst customer experience ever.

I would encourage everyone to stay away from ordering from this online retailer, because if something goes wrong, then customer service will NOT help you.

I ordered a monitor on the 19th December and paid for express delivery, so it would arrive by the 24th. I noticed that the order tracking was not working for me, so I called on the 22nd to see if the order was still on track. They promised it was and it would definitely arrive on the 24th or even the 23rd.

Then comes the 24th and no sign, no update, no tracking, NOTHING. I called them again in the evening and they lied saying something about how "dpd not working that day" DESPITE them promising it to arrive 2 days before. I asked for compensation because I paid for express delivery and I did not get that, but they said they could only provide once the item had been delivered.

Waiting to the next week and there is still zero communication. Fed up, I called to cancel the order to get a refund because it would be faster ordering elsewhere. They then said the refund would be processed within 3-5 business days.

3-5 business days later and STILL NO COMMUNICATION. The monitor cost £410 and I have lost my patience with constantly calling them for my money back, so I contacted the bank to deal with it.

No surprises, after contacting the bank, only then did they write back to me to say my refund would be re-processed. My bank had to contact their bank and my claim was successful.

After, I emailed them to ask for the compensation I deserve instead of being offered it in the first place. The best they could do was a £20 voucher to there online store. What an absolute joke - as if I ever want to order from the again.

Even after verbally requesting for an e-mail of things that the customer service promised, they never followed up.

This experience has been beyond frustrating. I never write reviews, but feel the extreme need to vent about this whole situation.

Ordered new laptop paid £470.99, received poor second hand device with dent. Returned next day for refund, the customer service pretended to be intelligent over the phone and avoiding email, its still took one month until we received the refund. Avoid this merchant is advised as they probably using google SEO in the name of ASUS Store.

Arrived in good time by the courier. Unfortunately, the Asus TUF B850-Plus motherboard had a fault to the integrated network card, so while looking to return the board, I happened upon these reviews, which made me regret ordering from the Asus store, and I was expecting the worst from their customer support. Upon calling them directly, I was calling number 4 in the queue, which took roughly 23 minutes before I was greeted by their customer service rep, Carl. Carl was lovely to speak to, very knowledgeable, and swiftly sorted a prepaid return label to organise the return and refund for me.

Ordered not delivered lost then canceled.

Ordered 2 items first sent via dpd no tracking provided arrived 2 days after order.

Second item sent via dhl uk never arrived I was also given a tracking number that never worked and told to contact carrier contacted customer service again to then be given someone else's tracking number that said delivery attempted 3 days before I even ordered. More calls and emails to customer service twice told item will be dispatched in 3 days called again to query no delivery to be told its now out of stock and refund will be issued price has now been increased £110 and still shows stock in stock on store.

21 days of chasing this upto this point been using asus since 2019 will no longer be giving them my money.

So far absolutely shocking paid £799 for the handheld Xbox for a Christmas gift. Bought 21st December (promised to arrive before Christmas) DPD showed they had tried attempting delivery but no one came to the house and then on Christmas Day I checked and asked for it to be delivered to post office near me. I collected some gold boots for another lady instead with my sticker over it! I have contacted ASUS to find out what is going on and advised DPD will pick up my parcel and bring and take the boots to the lady they were supposed to go to. Heard nothing else since 29th December other than they have raised investigation with DPD. I want a refund as soon as possible! Christmas present not arrived and £799 down. Shocking! My bank will have to take action next.

None of the hotkeys work on my device after only 2 years of ownership - its' RRP was £4000 ish so this is absolutely ridiculous that such basic support is already gone, even eliminating the ability to use things like the keyboard backlight - not to mention how inconvenient it now is to change screen brightness, volume, power mode etc... The device's advertised mux switch has also never worked - a software issue I was told would be solved asap shortly after buying the device. Please solve all these issues; the extended warranty I paid for is not even over yet and simple software features are failing to be updated. All drivers, bios, OS are up to date.

Website doesn't even let you send an email to support - "verification code error" despite it being written fine. Absolute scam company, would never buy one of their laptops again.

Terrible.
Shipped by DPD who did not appear to even attempt to deliver no calling card left.
When contacted Asus customer service about it they did absolutely nothing about it.
I will never buy another Asus product again.
Avoid at all costs

Pre-ordered a product on the 26th of September. Expect launch date the 16th October.

Nothing on the website about the order. Just says processing. No ETA no information nothing.

Emailing once a week, no response from the customer service address (customerservice @ asusstore.co.uk). Its clear they just don't give a... flying hack..

Preordered a product that should have been out on 17th Oct. Didn’t get an email til halfway through release day that it was now going to be at least another week. Awful communication with customers, I asked what they hold up is and still no response. They seem to only want your money, not bothered about providing a service or product.

Ordered a bluetooth keyboard and mouse from the ASUS Store UK. I received the package in good time after paying the additional express delivery charge. The item arrived well packaged. On opening the keyboard I found it didn't work. Although advertised as bluetooth it is a special bluetooth protocol which only communicates with the included dongle which requires a USB port. I contacted customer services via email to ask for a return address. No response. I wrote again asking for a return address and an RMA but again, no response. After a week of emailing each day I called the UK 02085516505 customer services phone number. After listening to the automated message I was connected but the phone line immediately went dead. I did this again, 4 or 5 times. Eventually, now 2 weeks after receiving the keyboard which doesn't work as described, I called and actually managed to speak to someone. There was no apology but I was told I would receive an email with an RMA and return instructions. A few hours later I received an email asking for photographs showing the missing dongle. I responded via email and explained the dongle isn't missing, the keyboard simply doesn't communicate to the bluetooth protocol used by my ASUS laptop and that as I don't have a USB port the dongle option isn't viable. I have received no response to that return email. I have emailed 4 times since and I have tried calling. No response.

tried to buy a GPU from the ASUS UK store
registration failed to verify (no email sent to me)

after reading the reviews decided to go elsewhere and paid more for a better service

ASUS needs to get rid of Five Tech Ltd, absolutely unless and run by idiots

Ordered a ROG Strix G16 from ASUS on Tuesday with premium 1–2 day delivery. Expected it Thurs/Fri.

Got order confirmation, but no shipping email. By Friday, I called support. Agent admitted my order “wasn’t processed” & “doesn’t exist” in their system — yet they took my money.

He promised a call back in 2 hours. I gave 3. No call.

Called again — supposedly the delivery fee would be refunded, but he wouldn’t confirm if it shipped. After pushing, he said it probably wouldn’t arrive Saturday and might arrive Wednesday.

I need this urgently for work & apprenticeship coursework. It’s now Friday night — order marked “complete” online, no shipment email, no refund in my account.

It is currently Saturday and I STILL have not received any shipping confirmation at all.

Unacceptable.

I made order at uk.store.asus.com

Friday 25 July 00:20

but less than 2 hours later I realised that some technical aspects of that item will not match my needs.

Then I quickly sent email to their customers service - less than 2 hours from making order - asking them to cancel that order

Today is Monday 28 July - no answer from Asus on my email. tried to call then during their working hours - no one answered !!!

But got email that they dispatched my order !!!

Asus - you are terrible mess !!!

Ordered a high end ROG phone, but discovered that due to the Audio Wizard software it wasn't suitable for my purpose of playing Hi Res audio. When I called to arrange the return / refund the phone was answered promptly (in Essex) and the return went smoothly. I was refunded the same day my package arrived at the warehouse.

Terrible customer service. They don’t care that order errors occur and they are very rude and don’t offer any assistance

Shocking!!
If I could give less than 1 star I would. Shocking customer service,
I purchased a LCIII ARGB liquid cooling system from ASUS store, the pump on the cooling system stopped working, 2 weeks after buying, I contacted ASUS support the day it broke, only to be told it’s my hardware, the cooling system is plugged into a ASUS rog strix x870f gaming board!
It then took several more emails to discover ASUS support have nothing to do with ASUS store, I contacted the ASUS Store to be told that they have logged my issue and they will be in touch, 5 days pass, each day I call, late afternoon to ask what’s happening, only to be told the same thing, we’ll be in touch, it took until the 5th call before the customer service rep organised pick up of my broken product the next day (28/2/25), product was picked up, delivered on the (1/3/25) no email from ASUS store of receipt of my broken product, I’ve had to call ASUS store again today (11/3/25) to be told they have no more stock of the item I purchased, the manager of customer services told me that ASUS had taken the decision to repair my product and the CSM said they were “trying” to get it fixed, no email or any contact with me before this was decided. I was also told today it was outside the 30 day return policy!!
No offer of a replacement product of like spec or price.

I’ve yet to receive a reply from any email Ive sent ASUS store, the only contact I’ve had is when Ive contacted them on the phone.
I built this PC for my severely autistic child who only out let us this PC. It’s now been 2 1/2 weeks without a working PC!
ASUS’s attitude towards this issues has been totally disgusting.
ASUS seem to break Uk consumer rights at will, having no regard for their legal obligation.
The saga continues………………….

Bought a RTX 3060 12Gb to run LLM (large language model) ai locally.

Excellent graphics card to use. Increased my tokens per second from ~ 5 t/s to well over 30 t/s. May get a second to run 24Gb models!

Also handles games at 2k very well.

Fast delivery from Asus as well, came the next day.

DO NOT BUY FROM THIS COMPANY.
I ordered £750 worth of goods and paid for a two day delivery on the 16th December and it is now the 5th January and still nothing.
I have phoned three times and emailed eight times and all I get is stock replies saying we are sorry and will escalate to the team that deals with this.
I have told them the parcel is showing as being stuck at UPS Northampton since two days into the fiasco. Finally after about a week and a half they chased UPS who have opened an investigation. Asus are expecting me to wait while UPS investigate (which has been six days now) instead of offering me a refund or shipping a replacement next day. I have now formally requested a refund and fully expect to have get my credit card company involved to get my money refunded. Learn by my experience and do not go near this organisation.

Update: Now 17th January (over a month in from a two day delivery) and still nothing received. I have had to formally raise this with my credit card company who are chasing a refund. Whatever they offer DO NOT be tempted to use this company.

Awful customer service. Do not respond to emails. Order error, still sent item, then made returning very difficult, replacement Item ordered on 3 day delivery still not arrived after 10 days. Will never use again.