“Worst customer experience ever. Ordered Laptop on Lenovo UK site. Order despatched from Netherlands. UPS demand Import fees of over £90. At no stage in the ordering process was I told that I'd have to pay import fees or that the stock was held in the Netherlands. Despite over 20 calls to customer service they just mess you around and extend the waiting every 3 days "whilst their logistics team deal with it". If you have a similar problem to mine, you are on your own. Lenovo is misleading UK customers when ordering and not paying import fees which they are RESPONSIBLE for and expect the customer to wait weeks and weeks until they sort it. I would not wish their service on my worst enemy. Customer service talk from scripts, your not allowed to talk with any manager or this so called " logistics team" who as far as I'm concerned don't exist and just an excuse to hold on to your money.”
“Hello,
my laptop was scratched during warranty service (4001343836). The answer from Lenovo is: ''Unfortunately sir, those damages are too minor to provide you a free of charge housing replacement.". And now they propose to pay for the housing replacement.
Is anyone had similar problems? This is really weird. I thought everything should be perfect when I send the product to the official Lenovo service.
Thank you!
Best regards,
Yaroslav.”
“You are a trash company. I have had to get my computer fixed THREE times now!! It just kicked me out my FINAL exam for school after being frozen for 5 minutes not allowing me to do anything. You guys do NOTHING to fix the problem!! Your customer support can not even speak English and are absolutely useless! Absolutely trash. Do not ever get ANYTHING from this company!”
“I couldn't give 0 stars unfortunately. It has been a year long saga with Lenovo and ultimately they have fleeced me out of money - avoid at all costs!!!
I ordered the first laptop in 2019. It stopped working after 9 days and another laptop was sent and I tried to return the first they didn't turn up on the day selected. Then the pandemic hit and I continued to try and return the original laptop. In that time partially due to their poor customer service and the overall sub-par performance of the laptop I decided to return both. The concept of returning the second laptop seems to have been too much for them to compute and after numerous phone calls/emails/explanations to multiple employees I was finally able to return both laptops. The delivery day was set for early May 2021 without being given any choice in the matter - please note that this saga began in 2019... I know the pandemic has slowed certain operations down but this seems to have consumed my life for the last 1.5 years. I phoned the customer service team to explain that both laptops would be put in the same cardboard box/packaged together, which was accepted and agreed upon by them. Lenovo then claimed the refund would be issued in 5-7 working days once the package has been received....
12 working days later I contact them regarding confirmation that the laptops have been received and my refund can be issued. Nothing had been done and again I got an empty apology.
Now 4 days after that phone call, I receive an email stating that I haven't returned the original unit (the faulty one that broke in 9-days). I explained they are in the same box and to confirm both units are in there, moreover there had been a ticketing issue previously (their mistake) so I asked them to check there hadn't been another because why would I want to keep a faulty unit?
In response Lenovo re-stated that the original unit had not been returned and if I wanted my refund I needed to supply evidence that both units had been returned!
Initially I thought this was a joke... thankfully I had taken pictures of the laptops and the accessories prior to packing, had phoned customer service the morning of/day after delivery, have confirmation from tnt that the items were collected; but who knows if that will be enough for them (they seem to be trying anything to squirm out of issuing the refund; bare in mind this is a company with a net worth of US$50 billion).
I have nothing but disdain for this company and it seems as though I'm not the only one. I also see a few have partaken in legal action against the company and I can completely see why/am considering it. The amount of stress this has caused me over the year is horrendous. I also wrote this review whilst waiting for a customer service representative to take me off hold - 50+ minutes and still waiting...”
“I would write about my issue in full, but for those who don't feel like reading this review for 5 or 10 mintes, I will try to summarize:
-my Lenovo Ideapad flex 5 laptop for which I paid around 580€ stopped working properly 6 months after purchase (previously worked perfectly and I liked it). The screen wouldn't work at all. No way to access BIOS or anything like that. Problem was caused right after a Windows update. I did my research and many customers are reporting the same problem, in the exact same conditions, which suggests this might be a factory defect. It is Saturday the 20th of March and Customer Service is only Monday to Friday at least in Germany so I just open an online ticket and wait.
-Monday the 22nd of March: upon contacting Lenovo they try to upsell upgrade of guarantee so they can send a tech to my home to check my laptop before sending it to them; when I tell them I'd rather stick to standard guarantee they tell me that "due to the pandemic" it might take longer than expected. I ask them how long is that and they advice 10 days for the reparation of the device plus shipping times
-a few days after I send my laptop I receive a SMS message saying my case has been cancelled. I call customer service and they struggle to find my case. Finally they find it and ensure that everything is in order, that they have received my laptop and is awaiting reparation. They don't know why I received that SMS. Later I found out that my case has been duplicated in their system.
-during the next couple of weeks I tried to remain patient and I sent several emails asking about the status of my reparation as in the website if I introduced my serial number it said something like "case completed". One of the answers that I got to my email was on the line of "I can't find your laptop, are you sure you have sent it to us?". I called about 3-4 times and every time they assured me the laptop is there and still awaiting for a reparation, but they couldn't pull more information or pass me with a supervisor/responsible person.
-at the third week after I sent my laptop I received an email saying my laptop was about to be repaired but they were awaiting parts. I call again to ask how long can this take, they tell me 1 week tops for parts to arrive and give me a estimated date of when I will have my laptop back home: "by next Friday" referring to Friday the 24th of April. I am still waiting.
-on Monday the 26th of April I call them to know why did my laptop didn't arrive. They tell me they are waiting for parts. At this point we are 5 weeks into the issue or so. Lost count. My patience is depleted and I want answers. The guy on the phone does his job very well and is patient and polite but tells me basically the company is not going to do anything about my case: they are waiting for parts and waiting it is. No estimated date of when the parts will come. He estimates that they will come "by the next Friday", the 6th of May. The story sounds familiar. I ask him of alternatives but apparently there is not any: he can't pass me with a person with more responsibility in the company, nor provide a email where to address a complaint. The only option he offers is for me to leave a feedback when the issue is resolved. I explain him I want to speed up the solution and don't care about feedback forms. He apologizes and all that but no solutions at all. I ask for a substitution laptop. He says it is not possible.
-7th of May: I call again, they are still waiting for parts. This time the person who picks up the phone says she can contact her colleagues and they will email me with further information. I receive the email with "further information", which just says they are waiting for parts. I lose my temper and I write an unpleasant email where I make clear how unhappy I am with the company and it's way to fool their customers. A few hours later I receive an email saying the parts have arrived and that it won't take long. Draw your own conclusions here...
-8th of May (when I am writing this review): I receive an email saying my laptop has been repaired and will be sent to me after it passes a quality test. I will believe it when it is here. Then I will sell it as second hand and never buy Lenovo again.”
“Terrible customer service. Got hit with an import duty charge, even though I thought I was buying with the UK. Before paying, I was told that it would be refunded. More than 2 months later, I'm still awaiting refund and being consistently lied to by Lenovo customer services.
Avoid. Avoid. Avoid.”
“Do not purchase from Lenovo. I have always had Lenovo products however this last experience has put me off ever trusting this company again. Sadly, nothing to do with the product but solely down to the customer service. You're told a different story each time, and some emails I've received are bullying in nature. Basically, purchased desktop from UK site, paying VAT as is clearly itemised on the bill, only to find out it is shipped from Netherlands and I have import tax to pay to UPS. No mention of this on their website. I don't pay and speak to Lenovo to be told it is an error by UPS and they'll sort it, followed by (a week later) it is an error by UPS but if I just pay it they'll sort it and refund me!? Next I request it be cancelled and am told it has been cancelled and refund will be in my account 5-7 days. I wait, no refund. Yet again I'm contacting them, this time it hasn't been cancelled, just a request to cancel submitted but they've decided to not cancel (without informing me) and are still arguing with UPS. I contact bank and they say they'll deal with Lenovo and get me my refund. Suddenly 2 days later Lenovo are telling me they've sorted issue with UPS and my desktop will be delivered....I have ordered another desktop assuming it was cancelled. Lenovo say they can't cancel it...I contact UPS and tell them to return to sender I won't accept it. Lenovo tell me its been returned to them and can they arrange a redelivery!!! Finally, they tell me I can have my refund but only when I stop my complaint with bank as the bank won't accept refund while my complaints in place....seriously what do you take me for!? I query this with bank and them and suddenly have my refund without removing complaint with bank. WHAT ABOSLUTE BULLIES AND APPALING SERVICE.
YOU'VE BEEN WARNED...DO NOT TOUCH!”
“Would give zero stars.
I have been trying for a year to get a laptop repaired that was faulty from purchase. Lenovo will not honour the warranty. They go round in circles and cancel your tickets in the hope you go away. Dont buy unless it is so cheap you can accept the risk that you have no warranty (even if you upgrade the warranty as I did).”
“Lenovo UK sent out a monitor in error and it took me almost 3 months of continuous chasing to finally have them organise for a TNT pickup and paying my money back. This was the worst experience I've ever had with a company. They were AWFUL and kept repeating the same parrot sentences every time I chased them. In the end I contacted someone in a high rank at Lenovo via LinkedIn and only chasing that person two times did the company finally take action, after almost three months of continuous chasing. I cannot recommend them to anyone who cares about customer service. They have refused to post this review on their website, I posted it twice and both times they emailed me back that it didn't meet their website rules but did not refer to what those were and of course it was a no-reply email address. The ethics of this company is despicable, they put most of their efforts into making it extremely difficult for its customers to complain about anything whatsoever. I will never ever again buy anything from this company. If you do and if you have any issues, you have been warned and you can expect to go through the same nightmare of experience that thousands of others have gone through. Just check out their reviews on TrustPilot or on any other review site.”
“Terrible customer service.
I bought a laptop that had a faulty key cap on arrival and asked for one to be sent as a replacement. The customer service said it had to be sent back to them for repair but they would need 10 days to fix it. I couldn't work without the laptop so i left it for a few months until I had the opportunity to return it for repair. Guess what... a repair that was previously deemed a as Dead on Arrival warranty is now considered a Customer Induced Damage by Lenovo. This is despite notifying the service team of the problem immediately and informing them that I could not return the laptop at the time. Very disappointing from Lenovo and this is the last purchase I will make from them”
“Appalling customer service. Have been waiting now since the start of January for a TNT label to send my faulty product back. I received one, sent it but then they couldn't deliver it due to a missing commercial invoice. Now I need to wait probably another month to receive a new one. They don't care about customers, all they say is to wait 3 business days to contact Lenovo via email. Well then what are Lenovo doing?! Are they disregarding every email they get. I really wish I had read reviews before ordering from them”
“Have been trying for 2 months to return a laptop. I've called once a week and still have not been able to get a working TNT link to return it and get my refund..”
“I bought a Lenovo on line in England. I was charged on the day it was shipped. I was expecting it to come from Dublin to Birmingham. It went to Holland and Germany before arriving in England. UPS then failed to deliver on the day promised, apparently because they didn't have the delivery address. I found this out on the tracking website, no notification even though they had both my mobile number and email address. I contacted UPS, gave them my address and was promised that I would be called and given a delivery time. Nothing. I contacted Lenovo and was basically told not to rely on the UPS tracking website and to give them a week to see what happened. UPS did deliver the parcel on the second day shown on their tracker, but I was not given a time frame as promised. Shambles.”
“The worst company I have ever purchased from. First, Lenovo delayed the laptop by 3 weeks. Then they lost the laptop. Then I requested for a refund. Lenovo who happily take your money the second you buy a product from them, are unable to process a refund directly and send you to Digital River, who must ask Lenovo permission if it's okay to give the customer a refund. What is worse is that Digital River's form of communication with Lenovo is through tickets which apparently take "2 working days to receive a response". A week later and I am still waiting for Lenovo to respond to Digital River so they can respond to me. And all I want is a simple refund for an item that I never received. Appalling system and disgraceful customer service. Never buying a product with Lenovo's name ever again! STAY FAR FAR AWAY FROM LENOVO IF YOU VALUE YOUR TIME AND MONEY!!!”
“Should be a Zero. SCAM. Order received by you, but has been “in transit” over a month..
Customer service says be patient with each “cookie cutter” email.
Asked for refund and have not heard from company. SCAM is all I can say.”
“Bought a Lenovo Active Pen 2 for Yoga 11/30 as a Christmas present for my grandson. Lenovo created a shipping label/charged me on 12/3, with an arrival ETA of 12/10. By 12/14, tracking showed the package had still not arrived at UPS. Four days and countless customer service interactions later and Lenovo still won't tell me what happened, where my package is or when/if it will ship. They won't let me cancel it or change the shipping destination (direct to my grandson) because they say it's "shipped." Coincidentally, this product sells via Amazon - but that says shows the product will not be available until 12/29! No such notice on Lenovo.com or any acknowledgment of a possible back-order by Lenovo customer service. I feel that's deceptive and I no longer trust Lenovo.”
“Lenovo kept my laptop for almost three weeks - it was sent in for repair via Argos (whom I purchased the laptop from). Only for me to be told after these three weeks that the issue I had was not covered by warranty. And even then I was only told this after I repeatedly chased them. They state in their policy they will make repairs within 7-10 days. They had my laptop for nearly three weeks AND there was no repair.
The issue was that the charging pin snapped off in the charging port and was stuck there. Lenovo stated this was due to "customer damage" which is not the case at all! I took great care of the laptop. The issue is down to a poorly manufactured charging cable. My laptop was less than a year old.
I will never buy from this company again and will be sure to warn others about them too! Tantamount to fraud!”
