UK buyer here. Competitive pricing. For me, also had no import tax or hidden fees on arrival. Long delivery as it ships from China, despite the "UK" suggesting URL. I see that others from the UK hav... See more
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Review summary
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I was a little surprised to see bad reviews talking about poor customer service because that is the complete opposite from my own experience. My order came through very quickly and way ahead of sched... See more
Great service from Whatgeek. Ordered my OneXFly F1 Pro and it arrived quickly, well-packaged, and exactly as described. Their range of handheld gaming devices is excellent and I love that I can buy wi... See more
Item dispatched quickly, took a few days for the tracker to update, but it did update eventually and tracked parcels journey. Was not immediately clear due to UK tag in the website that it was coming... See more
Company details
Written by the company
WhatGeek has great things lined up in store for people filled with amazing creativity. All the gadgets offered on our website will have unique designs, colors and features that will allow people to create something of their own. Our team is hard at work to offer items in a variety of different categories besides customizable mechanical keyboards, mouse and other accessories.
Contact info
Hong Kong
- support@whatgeek.com
- whatgeek.com
3.7
Average
561 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Terrible customer service and fraudulent activity
Ordered Lofree Flow with a sleeve in late September. Turns out the keyboard was faulty screws holding in the keyboard riser kept coming loose as too much material had been machined away so there was no fix. Contacted whatgeek in late November and got a response from someone called Susan. She offered a partial refund of £15 only and said to use the money to get it repaired. After I said no, they then offered £10 refund and replacement screws which would have made zero difference.
After I said no to the screws and £10, they said they would reissue me a new keyboard but I had to send my faulty one back first, and said they would reimburse £10 for it shipping (I looked and tracked shipping would cost about £30 as they are in Shenzhen). They also wanted me to declare the value of the keyboard as $17 to reduce the customs fee. This is known as customs fraud and if caught, I would be in legal trouble. I found this response unacceptable and replied with a quote from the 2015 UK consumers right act of 2015:
If the consumer requires the trader to repair or replace the goods, the trader must:
(a) do so within a reasonable time and without significant inconvenience to the consumer, and
(b) bear any necessary costs incurred in doing so (including the cost of any labour, materials, or postage).
After this, they agreed to send me a replacement keyboard for free and I would keep the faulty one (I assume they realised it would be cheaper for them this way than them paying for shipping fees etc). However, they wanted me to write a positive review of their company first before they shipping the replacement. I said I would write a review after receiving my replacement keyboard and they agreed.
After a couple of weeks, an item arrived from them but when I opened it, it was a keyboard sleeve only, not a replacement keyboard. I emailed them back and they said the sleeve was a gift and they had reissued a keyboard. This was obviously a lie as if it was a gift, why would they not ship it with the replacement keyboard like they did with the original order. Also, I looked at the tracking they then provided me for the keyboard and saw it was only shipped from their warehouse after I had emailed them about receiving a sleeve only.
A couple of weeks after that, the replacement keyboard finally arrived and so far I have had no issues.
In total, there were 28 emails back and forth over the course of a month to get this issue resolved. This company seems very dodgy and has terrible customer service. I am only giving 2 stars rather than 1 as I did eventually get a replacement keyboard.
20 November 2024
Unprompted review
Reply from Whatgeek
Dear Customer,
Hello! First of all, we deeply apologize for the inconvenience and trouble you have encountered throughout the shopping and after-sales service process. We understand your dissatisfaction with product quality and customer service, especially after you have experienced such a long period of communication and waiting.
We are deeply sorry about the keyboard quality problem you mentioned. We have conducted an internal investigation and will take measures to improve our product quality control process to ensure that similar problems do not occur again.
We are also very sorry for the inconvenience you have encountered during the after-sales service process. Our customer service team obviously did not meet the due standards when handling your problem. We will conduct a thorough review and strengthen training to improve our service quality.
We are deeply sorry about the shipping and communication problems you mentioned. We have conducted an internal investigation and will take measures to improve our shipping and communication processes to ensure that similar problems do not occur again.
We attach great importance to your feedback and will take measures to improve our product quality and customer service processes. If you have any further needs or questions, please feel free to contact us. We are willing to provide you with further compensation or solutions to ensure your satisfaction.
Thank you again for your understanding and patience.
Best wishes,
WhatGeek Services Team.
The customer service was excellent
The customer service was polite, prompt and after identifying an issue with the screen for my handheld, a replacement console was issued. Shipping was accurate and trackable throughout the process, I would use them again :)
23 January 2025
Unprompted review
Heres a timeline of my experience:
Heres a timeline of my experience:
* Ordered a handheld on 18th of December
* Arrived on 30th. Didn't work. Sent an email saying as much..
* 31st got a response asking for a video of it not working. I sent one back the same day.
* 2nd of January they offer to send a replacement. I say yes please. They then respond "Would you please leave us a positive feedback before we send you the product?". Hell no, I reply.
* 3rd Jan - they agree to process my order anyway within 2-7 days.
* 10th Jan - no confirmation yet so I send a chaser. They respond that its now been sent.
* 16th Jan it arrives. Also doesn't work. However I tried switching the memory cards from the previous one with the new one and it now works.
Have since received prompts to leave positive feedback for a free gift.
1 star since I ended up with a working product. But please be aware that positive reviews have been either bribed or held at ransom.
16 January 2025
Unprompted review
Reply from Whatgeek
Hello
Thank you for sharing your detailed experience with us, and we apologize for the inconvenience and frustration you experienced.
We understand that you had to endure a long and frustrating process to receive a working handheld console, and we apologize for any delays or errors that may have occurred in the process. We strive to provide all of our customers with high-quality products and timely service, and we take your feedback seriously and work hard to improve our services.
Regarding your concern that positive reviews were bribed or blackmailed, we want to assure you that we do not condone or tolerate such practices. We encourage our customers to provide honest and accurate feedback, whether they have a positive or negative experience. We value your feedback and use it to improve our products and services.
We apologize for any confusion or miscommunication that may have occurred in your experience with us. We understand that requiring a positive review before sending a replacement product is not the right approach, and we apologize for any inconvenience or frustration this may have caused.
We are glad to hear that you were able to get your handheld console working properly by replacing the memory card, and we appreciate your patience and cooperation while we worked to resolve this issue. We understand that you gave us a one-star review because of your overall experience, and we take your feedback seriously and work hard to improve our service.
We want to assure you that we are committed to providing high-quality products and excellent customer service. We will use your feedback to improve our processes and ensure a better experience for customers in the future.
Thanks again for bringing this issue to our attention, and we hope to have the opportunity to make it up to you by providing you with better service in the future. If you have any additional questions or concerns, please feel free to contact us directly.
Sincerely,
WhatGeek Service Team
Retro Handheld with quick delivery
I ordered a ANBERNIC RG40XX H Retro Handheld and what can I say it's a great device for playing all of your old Retro Games on, It was delivered in a week. I'm going to buy another one. Very happy with my order.
12 January 2025
Unprompted review
My new go to for tech accessories!
I've heard the name WhatGeek for a while but was yet to buy anything, now that I have purchased the most stunning, creamy sounding keyboard and a cute wrist rest I look forward to my future purchases!
Great prices, high quality items and prompt shipping! Thank you WhatGeek🩷
16 January 2025
Unprompted review
Great product for a cheap price
Great product for a cheap price, free delivery just takes a little while
20 January 2025
Unprompted review
A great selection
A great selection of keyboards and accessories which is hard to find in the UK. I ordered the vertex switches and the leobog Hi75 base to build my own. Arrived really quickly and packaged well. Will definitely be ordering again in the future
30 December 2024
Unprompted review
Love my new console
Love my new console. Works fab, and got a great deal in their sales - console, memory card and travel case at a great price. Knocking off one little star due to the length of time the delivery took - but it was a busy time of year, so I get it.
26 December 2024
Unprompted review
Happy!
I got an Anbernic RG35XX from this site.
I was absolutely thrilled with it the day it arrived and the day after. Unfortunately, that’s where the delight ended.
The device stopped working within 48 hours. It’s charging without issue, but nothing will make it turn on.
I contacted the team promptly to let them know and request a resolution. There are 14 messages in our chat. Unfortunately, only 2 are from the customer service team. I have waited days between these two responses despite chasing and have now been waiting to hear back for almost two days. The longest I’ve waited between messages is four days.
I feel like I’m being deliberately stalled and/or ignored as I’ve had absolutely no direct response to my request for a replacement under consumer law despite sending a video as requested by the team clearly showing that the device is faulty. I’m not actually convinced that they watched the videos I sent because in their second message they asked me if the device was charging. In the video, I clearly indicated that it was charging fine and even pointed out that the charging light was on.
I’m shocked by the lack of engagement on the part of the team, which indicates an unwillingness to resolve customers’ issues. We’ve paid good money for what is now a useless device and are nowhere close to a resolution.
///////////////////////////////////////
Update:
I am updating my review to 5 stars.
Following my initial experience, Whatgeek completely exceeded my expectations in their communication, responsiveness, customer service and the resolution they actioned for me.
I now have a functioning device that I’m very happy with.
16 January 2025
Unprompted review
Reply from Whatgeek
Dear Customer,
Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration you've encountered with your recent purchase of the Anbernic RG35XX. We understand how disappointing it must be to receive a defective product and to experience such a lack of response from our customer service team.
We want to assure you that we take your concerns very seriously and are committed to resolving this issue to your satisfaction. We understand that you have been waiting for a response for an unacceptable amount of time, and we apologize for any delays you may have experienced.
We have reviewed your chat history and acknowledge that there have been significant gaps in our responses. This is not the level of service we strive to provide, and we will be taking steps to improve our customer service process to ensure that such delays do not occur in the future.
Regarding your defective device, we understand that you have provided a video demonstrating the issue and have requested a replacement under consumer law. We apologize for any confusion that may have arisen when our customer service team asked you if the device was charging, despite your clear indication in the video that it was.
We will expedite the process of reviewing your video and addressing your request for a replacement. We will ensure that our team is fully aware of the issue and will work diligently to resolve it as quickly as possible. In the meantime, we will reach out to you directly via the email address associated with your order to provide you with an update and to offer any additional assistance that may be necessary.
We value your patience and understanding as we work to rectify this situation. We assure you that we are committed to providing high-quality products and exceptional customer service. We appreciate your feedback and will use it to improve our processes and better serve our customers in the future.
Once again, we apologize for any inconvenience this may have caused and appreciate your willingness to give us the opportunity to make things right. We look forward to resolving this issue to your satisfaction and regaining your trust.
Thank you for your understanding.
Sincerely,
[Your Company's Customer Service Team]
Good products at a very fair price
Good prices, good packaging and free timely delivery for my order. Unfortunately one item in my order was missing but they did refund it.
8 January 2025
Unprompted review
Reply from Whatgeek
Dear Customer,
Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience and frustration you've encountered with your recent order. Receiving only part of your order is certainly not the experience we aim to provide, and we understand how disappointing this must be for you.
We are very sorry to hear that despite our website indicating all 4 items as fulfilled, you only received 3. This is clearly an error on our part, and we take full responsibility for it. We understand the importance of resolving this issue promptly, and we apologize for the lack of response you've experienced so far.
Please know that we are actively investigating this matter and will work diligently to locate the missing item and expedite its delivery to you. In the meantime, we will also reach out to you directly via the email address associated with your order to provide you with an update and to offer any additional assistance or compensation that may be appropriate.
We value your patience and understanding as we work to rectify this situation. We assure you that we are committed to improving our order fulfillment and customer service processes to prevent such occurrences in the future.
Once again, we apologize for any inconvenience this may have caused and appreciate your willingness to give us the opportunity to make things right. We look forward to resolving this issue to your satisfaction and earning back your trust.
Thank you for your understanding.
Sincerely,
[Your Company's Customer Service Team]
Rg556
Customer service non existent. The product I got the Ambernic Rg556 has the worst sticks I have come across on a console. WhatGeek never replied to my email asking for an exchange for another product. They did send me this email though with a link to trust pilot saying they’d give me “an excellent coupon” if I leave them a positive review. Also their products ship from China so don’t get thrown off by the “UK” in their websites name. One page of the website says “free 30 day returns” but another page says it’s a 10 day return and you have to pay for shipping back to China.
4 January 2025
Unprompted review
Reply from Whatgeek
Dear Customer,
First of all, we are deeply sorry for the unpleasant experience you had with us.
We understand your disappointment with the Ambernic RG556 game console and your frustration that the customer service did not meet your expectations. We express our sincerest apologies for this.
Regarding the quality of the game console you mentioned, we attach great importance to every customer's feedback. We promise to convey your opinions to the supplier and seek possible ways to improve the quality of the product. At the same time, we also understand your desire to replace the product. Although we were unable to respond to your email in time, we are now willing to provide you with an immediate replacement or refund.
Please contact us again through our official channels with your order number and details, and we will ensure that we can respond and process your request quickly this time.
Regarding the coupon email you mentioned, we admit that we took an inappropriate approach when seeking customer feedback. We understand that this has caused you trouble and apologize for this. We promise to adjust our feedback collection strategy to ensure that in the future, we only invite customers to share their shopping experiences in an honest and transparent manner.
Regarding the return policy, we understand your confusion about the return period and shipping costs.
We acknowledge that there may be inconsistencies in the information on our website, and this is indeed an area where we need to improve.
To clarify, our standard return policy is to provide a 30-day return period, but this period may be adjusted in some special cases.
At the same time, for items that need to be returned to China, customers are indeed required to bear the shipping costs back to China. However, we are willing to consider more flexible shipping cost-bearing plans in future return policies to better meet the needs of customers.
Finally, we understand your concerns about the "UK" in the website name. We are indeed an international online retailer, but our team is committed to providing excellent service to customers around the world. We are committed to continuously improving our customer service system and improving customer satisfaction.
Once again, we apologize for the inconvenience you encountered during the shopping process and thank you for your understanding and patience. We look forward to the opportunity to provide you with a better service experience.
Best wishes,
[WhatGeek Customer Service Team]
No customer service
They don't reply to emails and live chat is rarely staffed.
I have re-purchased an anbernic as we thought we had lost my partners in the move, I originally got one through amazon but the price had gone up by £30. So I went trawling through the web and found it on Whatgeek for £50, which is why this review is a 2 star and not a 1.
I purchased the Anbernic and not even 4 hours later after going through boxes in the attic, we found the original! So I immediately went to cancel the Anbernic through their live chat. No response. It even says put your email in so that if we are no longer available they will contact us by email, but nothing. I sent an email, attempting to cancel the order. Nothing, no response.
Then I got a dispatch email. Right, ok, whatever they didn't see it in time fine. So I emailed again to ask how would I return it when it came, again! No response!
I work in customer service, I understand the strain, but to have to contact through several channels, multiple times to not get a response is ridiculous! Now I'm stuck with an item I don't need, as well as this, I thought I'd found a hidden gem with Whatgeek and was going to order more, but after the lack of communication, I would avoid!
Emailed on both:
January 8th at 8:38am
January 10th at 9:55am
I do not have logs of live chat.
8 January 2025
Unprompted review
Reply from Whatgeek
Dear Customer,
Thank you for taking the time to give us your feedback and we are deeply sorry for the inconvenience you encountered during this shopping experience. We fully understand your frustration and dissatisfaction with the poor communication, especially considering that you work in customer service and have higher expectations for service response speed.
First of all, regarding your attempts to contact us through live chat and email but not receiving a timely response, this is obviously not up to our service standards. We sincerely apologize for this and admit that this is a mistake in our customer service process. We will immediately review and optimize the workflow of our customer service team to ensure that every customer's inquiry is responded to in a timely and effective manner.
Regarding your accidental duplicate purchase of Anbernic, we understand that this has caused you unnecessary trouble. In order to resolve this issue as soon as possible, we recommend that you reply directly to this comment or try to send a return request through our official email again (please attach the order number for quick identification). We will ensure that your return is processed quickly this time and bear the reasonable return costs incurred. At the same time, we will also investigate why the previous return request was not processed in a timely manner to ensure that such a situation does not occur again.
In addition, we value the trust and support of every customer, and your feedback is very important to us. Although this experience did not meet your expectations, we hope to have the opportunity to regain your trust through improved services in the future. We are committed to continuously optimizing our customer service system and improving customer satisfaction.
Finally, we once again express our sincerest apologies for the inconvenience caused to you, and thank you for your understanding and patience. We look forward to the opportunity to provide you with a better service experience.
Best wishes,
[Whatgeek Customer Service Team]
Love my new hand game console!
Came across several hand game consoles on FB then I came across a great deal from Whatgeek so I decided to get one. Purchase was easy and I was kept updated via the shop app (previously used it before with another company) once it arrives I gave it quick charge then booted it up. Soooo many choices! Flawlessly plays so many games from my childhood!
2 January 2025
Unprompted review
great place to purchase from
great place to purchase from
everything went as it should and order arrived by date given
12 January 2025
Unprompted review
Really good informative site got all…
Really good informative site got all the information I needed and a decent price on the anbernic rg556, order came quickly great service thanks
11 January 2025
Unprompted review
-10 STARS Non Existent Service!
-10 STARS
Further to the review for WHATGEEK I had posted on 20th December and then their response on 21st December 2024.
On 8th January 2025 WHATGEEK have now emailed me to ask that I now rate the service that they have provided to me!!
Their options being:
'Have I received my order'
'No, I haven't received my order yet'
'I cancelled my order'
I seriously feel that 'Susan' from WHATGEEK Customer Services is not a real person at all but is instead AI generated.
This company is absolutely deplorable. I would seriously urge that anyone who may be contemplating whether to place an order with WHATGEEK to have very serious thoughts before they proceed.
8 January 2025
Unprompted review
Reply from Whatgeek
Dear Customer,
Thank you for your valuable review.
Thank you for your detailed review and we are sorry for your experience.
The experience you described is indeed disappointing, especially when dealing with customer service issues. Asking you to rate an issue that has not been resolved is indeed not an ideal way to deal with it, and it is no wonder that you have doubts about the authenticity of "Susan".
Regarding your feedback, although we are not a direct representative of WHATGEEK, we understand your original intention of sharing this experience to warn other potential customers. The quality and responsiveness of customer service is indeed a very important consideration when choosing any online service or shopping platform.
Sincerely,
WhatGeek Service Team
Handheld consol Anbernic RG35XXX plus & R36S consoles&…
I purchased an Anbernic RG35XXX plus & R36S handheld game console each with 128gb game packages, excellent consoles and I am very pleased with the overall service even though there was a slight delay in shipping 5 days once shipped it arrived well packaged and with tracking availability so I could check progress. Communication was excellent although a little disjointed at time's, Susan address all of my issues and even refunded me for the priority postage as the package was delayed. Theses console are simple to use and the kids and myself love them, as a precaution I backed up all the games and operating systems to my laptop incase the memory cards ever fail. I will definitely use 100 % Whatgeek again and would recommend them to family and friends.
Susan thank you again for your assistance
20 December 2024
Unprompted review
bought a handheld emulator for my sons…
bought a handheld emulator for my sons birthday . the SD card was faulty and no games could play. emailed several times to get told it was being looked at but nothing ever materialises from then. Avoid this company! Looking at other poor reviews indicate the same poor level of customer service
1 December 2024
Unprompted review
Reply from Whatgeek
Dear customer,
Thank you for leaving your valuable suggestions.
We are very sorry for the inconvenience and disappointment caused to you, and we attach great importance to your feedback. We are deeply sorry for the problems you encountered with the handheld simulator purchased for your son's birthday.
First of all, regarding the situation where the SD card failed and the game could not be played, we admit that this was our fault and we did not ensure that the product was in good condition before shipment. We are deeply sorry that the problem was not solved promptly and effectively after your repeated emails. We understand that this has caused you additional trouble and dissatisfaction, which is an area where we need to improve in customer service.
In order to make up for your loss and improve our service, we are willing to provide the following solutions:
We will immediately resend you a new, tested SD card, and ensure that it is pre-installed with a variety of classic games so that your son can enjoy the fun of the game as soon as possible.
We will strengthen the internal communication mechanism to ensure that similar problems can be solved promptly and effectively to avoid similar situations from happening again.
We are well aware that good customer service is the cornerstone of the survival and development of an enterprise, so we will continue to work hard to improve the quality of service to meet the expectations and needs of our customers.
Looking forward to hearing from you!
Sincerely,
WhatGeek Service Team
Breach of Consumer Rights
Sent a faulty product and then refused to accept a return and offered a 'partial refund', after asking repeatedly for evidence that I had already provided.
I provided them with several videos of the issue, and yet they kept requesting more. It was as if it was an automatic response. They did not acknowledge the clear issue (the keyboard does not work), and at one point suggested a partial refund or that I take their product to a local repair shop.
They quite literally refused to help or offer a solution, in clear beach of the Consumer Rights Act.
16 December 2024
Unprompted review
Reply from Whatgeek
Dear Customer,
First of all, we would like to express our deepest apologies for the unpleasant experience you have encountered. We understand that you may feel very disappointed and dissatisfied now, and we are very sorry for this.
We have always been committed to providing high-quality products and excellent customer service,
but obviously, we did not meet your expectations and did not fulfill our responsibilities this time. Regarding the situation you mentioned about sending defective products and refusing to return them, we are deeply sorry that this is not our normal operation.
We understand that when you receive a defective product, it is your right to return it. In any case, we should respect and process your return request. We express our sincerest apologies for not being able to properly handle your return request this time.
About requesting videos is for us to better diagnose the product problem for you and provide you with the next solution.
Once again, we apologize for the unpleasant experience you have encountered and thank you for your feedback.
We sincerely hope that you can accept our apology and solution and continue to give us the opportunity to improve.
If you have any other questions or need further help, please feel free to contact us.
Wish you all the best!
Sincerely,
WHATGEEK service team.
Excellent company and customer service!
I have made three orders from Whatgeek and will continue to purchase and recommend friends and family to their site. Keyboards I have ordered are amazing quality and very fairly priced. I had a shipping issue on this last order (to no fault of the company). My order sat in a warehouse after passing through customs for over three weeks. I reached out to customer service and they were kind enough to resolve the issue very quickly. Will 1,000% continue to recommend Whatgeek!
28 December 2024
Unprompted review
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