Umart Online Reviews 

**Title: $4,000 Spent, a Faulty Laptop and Still No Resolution**

I purchased a brand-new Gigabyte AORUS Master 16 laptop from Umart for $3,999 on 24 September 2026. From its very first startup, the laptop experienced serious recurring faults, rendering it unreliable and unsuitable for normal use.

I previously owned an AORUS laptop for approximately seven years and had an excellent experience. I accept that occasionally a defective product slips through manufacturing. What I cannot accept is the way Umart has handled the situation.

After spending approximately 48 hours unsuccessfully troubleshooting the faults, I requested a full refund. Instead, I was directed into a lengthy warranty assessment process.

I returned the laptop to Umart on 6 October. As of 14 October, I remain without a functioning laptop, without a refund and without any meaningful indication of when this will be resolved.

**Umart has my laptop and nearly $4,000 of my money. I have neither the product I paid for nor the funds available to purchase a replacement elsewhere.**

Customer service has been extremely disappointing. In particular, my correspondence with an escalation representative identifying himself only as "Grant" has been frustrating. Despite repeated requests, I have not been provided with his full name or a clear means of escalating my complaint independently to someone above him.

The matter has now been formally reported to both the Queensland Office of Fair Trading and the ACCC.

I appreciate that a retailer may need to assess a faulty product. However, a customer who purchases a premium laptop that malfunctions straight out of the box should not be left facing weeks of uncertainty, financial inconvenience and repeated requests for basic information.

**The real measure of a retailer is how they treat customers when something goes wrong. In my experience, Umart has failed that test completely.**

I may purchase another AORUS in the future, but I will never purchase another computer from Umart. There are other retailers competing for my business, and this experience has destroyed my confidence in Umart's after-sales service.

**Extremely disappointing.**

I am extremely disappointed with my experience with Umart and will not be purchasing from them again. I purchased a brand-new power supply that was showing signs of electrical arcing and posing a serious safety risk. I emailed them about the issue, but rather than providing a straightforward solution, Umart has made the warranty process unnecessarily difficult and inconvenient. I have been expected to organise and pay for return postage, then wait for the product to be assessed before a refund can be processed.

I work and study from home, so being without my computer has caused significant disruption. What disappoints me most is the complete lack of genuine customer care. While their responses repeatedly acknowledge my frustration, there has been no meaningful attempt to minimise the inconvenience, take ownership of the situation or retain me as a customer.

The overall attitude has left me feeling that a faulty product is entirely my problem to resolve. For a relatively new product, particularly one presenting an electrical safety concern, I expected much better service.

Umart sells "frieght insurance". Then when the item is damaged in frieght, Grant Clarkin (Umart Management) will withold giving a refund till their frieght provider returns the article. This is the opposite of how "frieght insurance" is advertised by Umart.

How Umart describes and advertises it's "frieght insurance":

'Freight Insurance provides financial protection for your shipment while it is in transit. While our couriers take every precaution, this coverage ensures you are fully reimbursed or your items are replaced if an unforeseen accident, damage, or loss occurs before delivery.'

FROM GRANT CLARKIN UMART

'The service is provided directly by Umart in connection with the supply and delivery of goods. There is no third-party insurer or separate insurance policy, and Umart does not consider the service to be a financial product requiring a Product Disclosure Statement.'

Sorry but what the absolute Grant Clarkin? You are being investigated for breaching s114 of the Insurance Act 1973 and engaging in misleading business conduct against ACL.

I give full access to Trust Pilot to the Tax invoice from Umart selling "freight insurance", the above statement from Grant Clarkin and proof of advertisement as described explicitly above upon request.

Umart have a good selection of budget priced computers and peripherals. I was aware of some of the problems other customers had encountered with them but I guess I had been lucky. Well my luck ran out. Fortunately, this happened just before I placed a major order for a new project.

Amazing Staff Amazing Service Thank You Umart and All your Workers for their precise and Fast and secure Shipping
God Bless You And Your Company
Amazing Experience Thank You will always be back if I need something😊😊😊

delivery has been fast i forgot to update my delivery address to my new house and Ann from customer support helped me alot. these reviews have been unfair in my opinion. iv ordered twice from them and both of them times i had no issues that were caused by umart

This is the worst company I had to deal with. Bought a brand new laptop, not even used one day it was broken. Warranty take two weeks to return and nothing works or couldn't even shut down the laptop. They have refused to give a new one or refund. Now I have to spend more time and money going up and down to get repaired the laptop. Customer service doesn't even care. I will never recommend or buy again from umart.

The product I received did not match the description on the website. When I contacted the company about their error, I was told my only option was to return it at my own expense.

I made it clear that I should not have to pay return shipping when the item was not as advertised, but customer service repeatedly gave me the same scripted response: "Sorry, but that's your only option."

A company that makes a mistake should take responsibility for fixing it. Instead, this company chose to pass the cost and inconvenience onto the customer.

The product was misrepresented, the customer service was unhelpful, and the resolution offered was completely unacceptable. I will not be purchasing from this company again.

Never ever buy from UMART. Bought a monitor, 850 AUS, brought it home, wouldn't turn on. Dead on Arrival (DOA). Took it back within 1 hour. Was told that no authority to issue refund on weekend despite demonstrating DOA. Was told that it's now a warranty issue!!!!!!!!!! By Australian Consumer Law, I am entitled to immediate refund or replacement. Now I have to wait til the next business day for the Warranty Team to evaluate.
Contact line outsourced to Philippines. No internal store resolution. Told misleading information. They will take your money readily but provide terrible refund service.

Made a cash purchase for more than $4,000 and no staff at store or on phone available to consider a discount. Wayne the Manager unwillingly made himself available to me. Paid full retail price and then offered no assistance from retail or warehouse staff to assist me getting my eight (8) purchases to my car

Great service, great range, great pricing.

Honestly, where do I even start. Went to the Mansfield store, waited 30+ minutes, then they casually told me one of my items was out of stock and I'd get a refund. Cool. Except it's been DAYS and I've heard absolutely nothing — no refund, no email, no call, nothing.
I've called them over and over. Sent multiple emails. Even went back to the store in person. And every single time? Ignored, fobbed off, or just straight up ghosted. These people do not care about you once they have your money.
But here's the real kicker — the GPU and motherboard I did walk away with? Boxes had clearly been opened. Signs of previous use inside. They sold me used, refurbished hardware as brand new without saying a single word about it. That's not a mistake, that's fraud.
Umart Mansfield, you've lost a customer for life. Do yourself a favour and shop literally anywhere else.

poor customer service where a RAM kit failure not out of my own doing needs a 4 week period. For someone trying to get behind writing react applications this is bullshit. Do not ever buy from here.

Hey you? Did you have a warranty with one of the companies that Umart aquired? Well too bad because they won't honor the warranty despite it still under Warranty.

I ordered some monitors and flash drives on a Sunday and saw they had stock available in the local Belmont warehouse. Since their Perth stores are closed on a Sunday and I couldn't do a pick up on Monday I selected another Perth Umart store that was a bit closer to me.

Come the end of the week and there's still no emails confirming pick up. I go online and it says it was processed by a robot on Monday. When I call customer service to ask why I haven't received an email to pick up I was told that "yes, the products are available for immediate pick up from the Belmont warehouse, but your order was processed by the QLD warehouse and they're sending it over to the local store you've selected, so it should arrive in up to 10 business days!"

When I ask if I can just go pick up my order from the Belmont warehouse I was told they can't change an order once it's been actioned and I would need to cancel my order and then repurchase the products and select the Belmont Warehouse instead of the Osbourne Park store.

The inability to correct the order is disappointing, however the real issue is that orders are being processed in a completely illogical way and the website is miscommunicating the time frames for these products (the website said no more than a couple business days). I purchased from Umart at a higher price because they have local stores and a warehouse, and I thought that would ensure I would have the monitors this week.

Don't waste your money and time - just go to the local tech store, or choose an online retailer and select express shipping - at least you know it will actually arrive in 1-3 business days.

Warranty department needs retraining as they in my opinion have no idea what they are doing or are just deny legit claims… Lian li fan sent back RA#294337 For a faulty lcd screen that would turn off after a few seconds and would not take and other inputs … Warranty denied unit found to be working fine … Received back and found to doing the same thing … Contacted Lian li direct and they sent me a new wifi receiver at no charge that clips onto the fan and guess what everything is working perfectly…Like a lot of people here I have been buying from Umart since the beginning and as long as you don’t have a problem and don’t have to deal with there warranty department there alright… But I want risk it anymore and will be purchasing from the other big names … Umart needs to understand that things can be DOA and not everything is the customers fault …

I've had refund and RMA issues with them - its never a fun process. they are more than happy to take your money, but god forbid if something goes wrong they will make your life a living hell. stay away. there are more customer-friendly shops out there

The service I was given from the RMA team about my RMA sticks was absolutely disgusting. Three months without my computer. The communication about what happened with my PC has been like talking to a brick wall. I have never wrote any reivews about anything before but this time I'm absolutely fuming. I still have not gotten my PC back and at this point I'm going to get the ombudsman as these are parts that I OWN and they are holding it captive.

Don't go to Umart for anything, go somewhere else. I won't be giving them a cent after being a customer for 7 years.

Criminal company. Went to call to confirm stock on a discounted item just for them to change the price before I was about to purchase it. Slimy

As a business i will never purchase again from umart .
They sold me a faulty hard drive that I sold to a customer and once deployed it failed within a week .
The return process is taking months , i repeat months .
They would not issue a new replacement or refund , until they verify the issue , but instead of having an internal CAPABLE team, they have send the hard drive to probably china , for repair or further assessment . In the meantime, I had to purchase another hard drive from a different supplier to do good by my customer.
This whole experience literally cost Umart over 450.000$ in turnover from my business , the 20 dollar saving cost that Umart offer over my usual supplier is not worth at all this painful experience .
And i'm sure they will loose a lot more over time has other people experience the same terrible warranty process , and the voice spread.
Customer support are slow , useless and deliberately avoid reply to you message until you send a message angry and frustrated .
Over all I prefer to stay away from people that do business this way.