Sent back BOOX note air 6C well within the return window and have still note received my refund. All I keep receiving are the same email of the following and still no refund. Now very nervous using this company again.
Hello,
Your request has been successfully received. Our regular business hours are Monday to Sunday. Responses during the weekend may be delayed compared to weekdays. We will do our best to reply within 48 hours.
If you need to add more details or comments, simply reply to this email.
— BOOX Support Team
ONYX BOOX 回复2026-10-19
Dear customer,
Thank you for your review. We sincerely apologize for the wait and the uncertainty the pending refund has caused you.
The latest update: your refund has now been registered in our system today, and it will be issued within 2 days. We are actively following up with the team to process it. Please keep an eye on your payment method over the next two days. If you don't receive it within this time, please reach out to us again, and we will personally chase it for you.
We understand this experience has shaken your confidence, and we're sorry. Thank you for your patience, and we hope to make this right for you.
I've had Boox Ultra Tab X since 2023.
The Boox is an expensive fake tablet. It can download apps, but why would do it on a e-ink which is slow and hard to navigate? The concept is a nice idea, but in reality is useless. An e-ink is good for notes taking during your daily life. The Boox is bad at taking notes and saving them for you on their cloud.
The cloud feature is bad. For some reason, even if you set it up to sync automatically it doesnt. Then you go on their cloud and try to download one of your notes and you realize that your doomed. Whilst I am writing this review, I have accessed my Boox Cloud, I am waiting for a note to open on my laptop. Its been already more than 5 min and is still loading. If I click older ones it states that the sync wasn't completed. I can see them there, I thought I can see their thumbnails, I will be able to download them. No, I cant access them.
Last week I broke the screen whilst I was seating down on my legs, reading on the Boox, picked up my mobile, dropped it by mistake whilst seating down with the Boox on my legs, the screen now has all lines, the glass is intact, but the Boox is unusable. I contacted their support via email a week ago, I sent 3 separate emails. I still haven't received a reply.
I will fix it because I care about the information I have inside. They will probably take over 1 month to fix it and it will cost me 300/350 euros if not more. It doesn't matter for me. If I could pay to retrieve the information only and finally close my relationship with the Onyx, I would pay the same amount.
Save yourself some money and headaches. Buy youself another e-ink.
ONYX BOOX 回复2026-09-17
Dear customer,
We are truly sorry to read about your experience, and we apologize wholeheartedly for the frustration and stress this has caused you.
Our immediate priority is to help you get your device repaired. We want to make sure someone from our team connects with you right away to walk you through the repair process and get your device into repair as quickly as possible. Please contact us at [email protected] with your device model, order number, and device serial number.
Regarding your notes and data: We understand how important your data is to you. Once the device is repaired, you will be able to check whether your notes and data are intact. If any data is missing after the repair, please reach out to us and our technical team will assist you with recovery options, including checking your cloud account for any notes that were successfully synced.
We're also sorry to hear about your experience with the cloud sync feature — your feedback has been noted, and we are working on improving its reliability.
We hope to have the opportunity to make things right. Looking forward to your reply.
Bought the Onyx Boox Go 10.3 (Gen II) Lumi in September 2026. This thing is an absolute joke! Can't download things as the Boox Assistant App won't let me log on. Their help centre is a farce with endless bad links and non-existent pages. Completely amateur hour. Literally had this thing less than a day, and regretting my purchase immensely! Wanted to give a new kid on the block a go, but should have just gone with Remarkable or something. Really pathetic! Super clunky and just gives you "We're amateurs" vibes. Like a Temu Remarkable, but not with the Temu price! Should have known this after previous experiences with Chinese companies that unfortunately just don't get it and aren't ready to join the serious players. Really disappointing.
ONYX BOOX 回复2026-09-15
Dear customer,
We are truly sorry to hear about your experience — having a new device that doesn't work as expected within the first day is incredibly frustrating, and we completely understand your disappointment. This is not the experience we want any of our customers to have, and we apologize wholeheartedly.
Regarding the BOOX Assistant: we apologize for the difficulties you've encountered with logging in. Currently, we recommend using our Send2Boox website for file transfer and push functionality — it offers essentially the same features as the BOOX Assistant and is the most reliable way to transfer files, documents, and web content to your device. For downloading third-party apps, you can use the built-in Google Play Store directly on your device.
You can access Send2Boox here:
US Server: https://push.boox.com/
EUR Server: https://eur.boox.com/
Regarding the help center broken links: we sincerely apologize for this. We recently upgraded our web pages, and unfortunately this has caused a lot of old links to become invalid — we understand how frustrating it is to encounter one dead link after another when you're looking for help. Our team is now conducting a full review of all published links to fix and update them. If you happen to come across any specific invalid links during your use, we'd be grateful if you could share them with us — but please know that fixing this is our responsibility, and we're on it.
Here is the latest link to the BOOX Help Center: https://help.boox.com
Again, we're truly sorry for the poor first impression. If you need any help setting up Send2Boox or have any other questions, please reach out to us at [email protected], and we'll be happy to assist you.
Thank you for your patience.
DO MOT SPEND YOUR MONEY ON THIS. I ordered the Boox Go.7. It is very clunky to use. Every app has to be configured separately and what works on one app doesn’t work on another. I unsuccessfully tried to return after the one month warranty period. I hadn’t yet used the app with the issue. Customer service is friendly but uNhelpful. They don’t really read to understand the problem. I have evidence of many emails. So disappointed. Was trying to avoid the Kindle.
ONYX BOOX 回复2026-08-12
Dear customer,
Thank you for your review. We are truly sorry for the inconvenience caused.
Regarding the issue you encountered, our technical team has tried to reproduce it but failed. In order to address the issue better, we would highly appreciate it if you could take a video of the problem when it occurs again. Then, please send us the video, and we will have our technical team analyze the issue and provide you with a solution as quickly as possible.
We will also report your feedback to the relevant teams and strive to improve our services in the future. Thank you for your understanding and support. If you have any further questions, please feel free to contact customer service.
0 stars. Utter crap. Expensive too. Do not buy anything from this brand. Awful user experience. Atrocious screen
ONYX BOOX 回复2026-08-06
Dear customer,
Thank you for your review and we'r sorry for the poor experience you had.
We tried to contact you but didn't receive your reply, and we couldn't find your order. We hope you can contact us through the customer service link and customer service email, and we will help you solve your problem as soon as possible.
Customer service link: https://shop.boox.com/pages/contact-us
Customer service email: [email protected]
Thank you for your understanding and cooperation. Looking forward to your reply.
Amazing products and expert expertise from the customer service
ONYX BOOX 回复2026-08-19
Dear customer,
Thank you very much for taking the time to provide us with a five-star review, and we are delighted to know you enjoyed the products.
Please let us know if you have any questions. Hope you have a wonderful day!
WARNING: Extremely fragile device, warranty is not honored, and the company has no real U.S. legal presence.
I am an attorney and a longtime BOOX customer going back to the original Note. My BOOX Tab Ultra C Pro screen shattered while stored in the official BOOX protective case inside a padded backpack. No drops, no impacts, nothing. The aluminum chassis was visibly bent — this is a design defect, not user error.
When I filed a warranty claim, BOOX categorized it as "physical damage" caused by "external force" and refused to cover it. Their support rep admitted in writing that the e-ink screen "is much fragile and needs to be more protected" — information they never disclose at the point of sale. They then cited a shipping instruction about packing the device carefully for transit as if it were a blanket warranty exclusion for all screen damage. It is not. When I asked — four times — for the contact information for their U.S. registered agent or legal department, they ignored every request and kept responding with "Dear Customer."
I have since compiled reports from hundreds of other consumers across Reddit, YouTube, and forums experiencing the exact same issue across multiple BOOX models — screens cracking spontaneously under normal use, followed by the same warranty denial script every time. BOOX's own website confirms they are a Chinese company with no apparent U.S. registered entity, meaning if something goes wrong, you have virtually no consumer recourse through them.
My advice: if you want a BOOX device, buy it through Amazon so you at least have Amazon's return policy and A-to-Z Guarantee protecting you. Or buy one used at a steep discount knowing full well the screen can shatter at any time from normal handling. But do NOT buy new or refurbished directly from BOOX or from their eBay store — you will be paying full price for a fragile device backed by a warranty they do not honor, sold by a company that will not connect you with anyone who can actually resolve your problem.
Edit to be clear: there was zero impact or physical damage. I placed the item inside a backpack then took it out without moving the back and suddenly it was shattered. This is a known issue that Boox doesn't warn users about, and the Boox team will fib and stonewall saying their warrenty doesn't cover screens at all or the case should have saved it (it did not and I spent an extra 100 dollars on an official boox case.) I was a longtime user and this company has wrecked my trust and if and when they do the same to you, you will have no recourse.
Look up on reddit "boox screen broke" or the JuneLow review. Read the comments of people all dealing with the same thing. All of these folks tried to warn me and I had read how fragile the device was but trusted the company and the warrenty. My mistake. Don't make mine.
ONYX BOOX 回复2026-07-24
Dear customer,
Thank you for your comment and apologize for any inconvenience caused.
We have checked the communication history between you and the customer service team and have a clear understanding of the whole case.
After the after-sales judgment, the appearance of the screen of your device has been broken. According to the BOOX warranty policy, such physical damage is not covered by the warranty. Therefore, we are terribly sorry that BOOX is unable to cover the maintenance cost. According to your situation, our customer service team has provided you with the corresponding repair plan, hoping to help you restore the device's functionality as soon as possible.
If you still have any questions about the current handling plan, please feel free to contact customer service for further assistance. We value your feedback and will continue to improve our service.
Pen arrived broken, not a big deal. when contacting customer service they asked for identity verification. Will not go thru that process for a refund. Sorry, will not buy again just because of that.
ONYX BOOX 回复2026-07-20
Dear customer,
Thank you for your review and we apologize for the poor experience you had.
Under no circumstances will the official customer service of BOOX take the initiative to ask customers for personal information that is not provided to us and involves personal privacy. If the customer applies for a refund, we would only ask the customer to provide information about the product and the Proof of Purchase, and will not ask for identity verification. If the customer service asks you for identity verification, you can report it to us via [email protected].
If you have any further questions, you can contact us via the email above too.
UPDATE 7/28:
Hi Boox,
I never mentioned that anyone would bring the device back to China for repairs. Please stop hallucinating.
In fact, I paid for the international shipping myself and arranged the repair through WeChat. Your records are clearly incorrect.
The response you gave only demonstrates how disorganized, unreliable, and unprofessional your company is.
The device itself is poorly made, and the after-sales service has been extremely disappointing.
It’s a no no no buy forever. Thank you but no.
===================
The device became unresponsive 3 months after purchase. I had high hopes for this device but I’m extremely frustrated. The customer support won’t recognize my purchase because it was purchased in China and I’m basically stuck with a dead device now.
Customer service support 陈静文 reached out to me but then ghosted for a month, completely ignored my emails and refused to communicate.
Contacted WeChat after sales but they won’t cover international shipping for repairing.
What a waste of money and time on a piece of useless low quality device.
ONYX BOOX 回复2026-07-28
Dear customer,
Thank you for your review and we apologize for any inconvenience caused.
We have feedback your situation to the customer service team, and after full communication with the customer service team, we have a clear understanding of the whole case.
According to the customer service team, you have planned to ask others to bring the device back to mainland China for repair in June. But at present, we haven't found the relevant repair records about your order. If you still have repair needs, please continue to contact customer service through WeChat or email to [email protected].
Regarding the shipping fees of returning for repair, because your device was purchased in mainland China, if you need to return it to the factory for repair, it needs to be repaired by the China Repair Center. BOOX does not bear the international shipping fees of mail to China.
Thank you for your understanding and support. If you have any further questions, please feel free to contact customer service again. We value your feedback and will continue to improve our service.
Updated the firmware on my BOOX Air Note3 and the device deleted all my Notes, two years of work. They were backed up on my account, which was linked to my old phone number which I no longer have access to. Contacted BOOX and they said bad luck there's nothing we can do.
The online store does not work. Customer support is disastrous!!
ONYX BOOX 回复2026-07-21
Dear customer,
Thank you for your review and we'r sorry for any inconvenience caused.
If you encounter any problems or have experienced a bad customer service experience, you can give us feedback at any time through this email: [email protected], and the relevant team will address your feedback in time.
The following are the latest links of the online store:
https://shop.boox.com
https://euroshop.boox.com
I don't understand all the negative reviews. My device started malfunctioning few weeks after I received it. It was stuck in a bootloop and doing factory reset didn't help. I contacted the customer support and they told me to send it to their service center in Poland. The device's mainboard was replaced and since then it works again.
6 weeks out of warranty and the e ink fails. Google it and find other people report the same issue. Boox support fails to recognise this issues. Despite photo evidence of screen itself in perfect condition, they conclude it’s always an external force and charge $310 for a replacement screen plus $40 for shipping. They’re a shady company.
Want me to pay for their production fault while under warranty
The Service is really bad. I bought a note max on their EURO official website 2 months ago and the pen cracked without any impact and they refuse to give me a replacement because "There's no plan to restock the pen". And want me to pay extra to get some other random pen.
They just ghosted me totally saying I don't want to pay because it's under warranty.
I purchased a Boox Color 7 Gen 2. The device is continously rebooting itself with boot loops and stuck in booting up too.
I should be happy if the device works for more than 10 minutes straight. I asked for a full refund and return process.
They have asked me to send in feedback through their system. I did, and I still want my money back and this broken device sent back. I have sent 7 e-mails up until now and still they haven't moved a single bit. What a shitty company, with even shittier products.
They have terrible after-sales support: promised updates don’t arrive, and long-standing bugs don’t get fixed.
Putting Android on an e-reader sounds flexible, but in practice it’s been a mess. On my older Onyx device, basic web browsing is essentially broken because of an expired root certificate, and there’s no supported way to update it. As a result, I can’t reliably open websites, and Google services (including signing into a Google account and using the Play Store) also don’t work.
Overall, the hardware concept is undermined by weak software maintenance.
I bought a Boox Note Air5 C for university but found the colour e-ink technology deeply disappointing. I wanted a colour display for viewing diagrams etc but the resolution is so low it's very pixelated. I've learned that this is the current state of colour e-ink technology - it's just nowhere near as good as monochrome.
Additionally, the Note's screen is so dark that it requires constant frontlighting, which drains the battery extremely fast. When reading outside and having the frontlight turned up 100%, the battery reduced 25% in 1 hour. Apparently this is a problem with all Kaleido displays, so be prepared to carry a charger with you.
Another problem is that the magnetic case that comes with the Note causes the stylus to malfunction - you have to remove the case to use the pen properly. When I asked Boox Customer Support about this, they explained it is a "physical phenomenon" whereby any magnets will interfere with the e-ink display causing it to reject the stylus. Hmm. And yet they send the device with a magnetic case...
Before buying this product, watch the YouTube video called "BOOX Note Air 5C: The 5 Problems They WON'T Tell You About". I wish I had seen this before buying.
WARNING ABOUT RETURNS: I attempted to return the device but it would have cost me approximately 40% of the purchase price to return it due to Boox's return policy (customer pays original delivery fees, receipt charges, and international return shipping costs) - even though the device was in original condition and with original packaging. When I asked Boox to reconsider some of these charges, they refused any flexibility. Given that you can't try the device anywhere before buying it, I find this policy very rude. (Compare this to Remarkable, who offer 50-day returns with free return shipping...)
In summary, don't buy this device unless you've thoroughly researched its limitations and you're 100% sure it's the device you want.
The company makes the money from selling hardware. So they ship each device riddled with bugs but then never actually release any software updates.
What happened with the Boox Note Max (i.e. shipped with major ghosting bugs and the abandoned) was unacceptable.
It's basically a scam company.
I rarely write reviews, but my experience with BOOX has been extremely disappointing.
The customer service is absolutely terrible — unresponsive, rigid, and completely uninterested in the customer’s needs. Their only focus seems to be on charging more money, not on creating a satisfied customer.
The policies are one-sided and inflexible, clearly designed to benefit the company, not the buyer.
As for the device itself, it feels like something from the 1980s — very low-level technology, slow loading times, primitive interface, and outdated fonts that make reading unpleasant. The user experience is frustrating, clunky, and far below what one would expect from a supposedly “smart” e-reader in this price range.
Overall, this product and the company behind it feel like a step twenty years backward in both technology and customer care.
I strongly recommend considering alternatives from more reliable brands that actually care about their users.
BOOX
euroshop.boox.com
Boox
reMarkable
Viwoods
Rakuten Kobo
eBookReader
Ktvlights