A terrible experience! Ordered the Asus ROG r1 on 2th of June. They were supposed to ship today 14th of July. Guess what? I receive an email saying the shipping will be postponed until late August. What a joke of a company. They sent me the beam pro anc eye on a different order. Now they CANCELED my dog R1 order and I waited one and a half month for nothing plus paid for the beam pro and eye and adapters 700-800 euros and I can't use them. The support is terrible, very Al generated and arrogant!!! Zero respect for customers!!
My experience with XREAL has been extremely disappointing and raises serious concerns about their business practices.
My experience with XREAL has been extremely disappointing and raises serious concerns about their business practices.
I returned my order (OZ10310) in December using the prepaid return label provided by the company. I followed all instructions and provided full proof, including photos of the packaged item, the shipping label, and confirmation that the parcel was handed over to the carrier.
For months, their support team kept delaying the process by asking for additional information and not providing any resolution. Now, after more than 4 months, they simply claim that the warehouse did not receive the item and that it is “too late” to investigate with the carrier.
Because of these delays, I also lost the ability to open a dispute with my payment provider.
This looks like a deliberate tactic: delay the case until all deadlines expire and then refuse the refund.
I fulfilled all my obligations as a customer. The return was sent using THEIR label, so the shipping risk is clearly not mine. Shifting responsibility onto the customer in this situation is unacceptable.
At this point, this feels very close to scam-like behavior. I strongly advise others to be cautious when ordering from this company, especially when it comes to returns and refunds.
Package never received, fraudulent UPS signature, case closed without resolution
I ordered an XREAL product (order #OZ11136) shipped via UPS to Italy. UPS marked it as delivered on January 28, 2026 — but the recipient never received it and never signed anything. The Proof of Delivery contains a signature that is not hers.
I reported this to XREAL immediately. Over the following 5 weeks, I was asked to: confirm the address, resubmit a non-receipt declaration (twice, because the first signature was deemed "too elegant"), wait for UPS to conclude their investigation, and follow up repeatedly with no updates.
UPS initially told the recipient the package had been found and was being redelivered — then reversed course and told XREAL the delivery was confirmed. XREAL accepted this contradictory account without question and closed my case.
Their final response: "we are unable to provide further assistance." They suggested I contact my payment provider, which I am now doing.
A company that ships via a carrier that delivers packages to the wrong person with a forged signature, and then closes the case based on that same carrier's disputed findings, is not a company that stands behind its customers.
My order has been lost in the shipping and they keep asking me to sign a form then rejecting it every time I sign. The customer service is useless and very unhelpful I'm going to do a charge back.
Screen quality and comfort are good, however the screen size is set to maximum by default and cannot be reduced, which means I can’t see the entire screen.
I contacted the help desk and received a response suggesting I should buy better glasses or a dedicated mobile device. That explanation was disappointing—the real issue appears to be that their Nebula software does not work properly.
I decided not to return the product because it is good enough for my current needs. That said, with the next update or future purchase, I will be far more careful. This experience has significantly reduced my trust in the company and is a strong reason for me to actively look at competitors as a starting point next time.
I have recently had three Xreal Beam Pro cameras. All three had major problems.
All three had video which juddered and flickered. Whether at 60fps or 30fps.
The first and third units, the right lens would search for focus with video for much of the time, making it impossible to rely on the camera.
The first camera ruined two days of photos and videos when I used it along with other cameras through this problem.
The second of the three cameras, the right view was much brighter than the left view for both photos and video.
There was also a strange flare or glare across darker areas of the overly bright right hand view.
I could leave a better review here. Overall, I was satisfied with everything. Fast delivery, very user-friendly website interface. Excellent product. Friendly website support. But I am a little concerned about returns. I placed an order and due to family problems I had to return it. In general, the return process itself is not difficult: you select the item to be returned and wait for the return to be approved. I did all that. And after 1-2 days I received a return label. After I received a message from the store that they had received the order back, I wrote to them. And now they are conducting some kind of investigation with the courier service and are not refunding my money. So I was left without my order and without my money. Be careful.
I ordered the Air glasses to try and help my vision impaired brother in law. The product arrived and looks great. It works and helps my BIL.
I bought some extra USBc cables and returned the BEAM as we didn't need it. Customer services were extremely helpful and responded within 24 hours each time. I cannot fault a thing
Purchased Xreal Air 2 Pros 6 months ago and have never been able to use them and the last time I tried they seem to have disabled it from working on my phone model. Mostly a waste of money!
XReal One Pro is still vaporware months after the initial release date. Features are missing on the new glasses that are available on older models. The company has a history of missing release dates by months and being inconsistent with feature sets on new devices. Overall, a very frustrating company to work with.
I pre-ordered the xreal one pro in February with a delivery planned end of March. We then got informed about delays and a delivery end of April. Delays can happen. But we're now end of April and I have no visibility on my delivery. It seems like Xreal has a good R&D team, but production-wise, it's more like a Kickstarter poorly managed pseudo project.
I ordered a pair of xreal glasses for my son back in November that the carrier delivered to the wrong house. Since then xreal has made a claim with the carrier and received an approval to refund my money but xreal still has not. DO NOT order from this company!
I bought their Xreal Air 2 Pro glasses and their Beam Pro, and was very dissapointed to discover that their Beam Pro actually has features missing that their Beam has which one would not expect - one would usually expect that the "pro" version of a product is better and has the same features as the lesser version plus more feature, rather than completely different features.
I am also highly disappointed to discover that they do not support Linux devices, nor do they support Android devices (for development) other than the very latest Galaxy devices, which I am avoiding buying as they are too large.
By comparison the Virture supports both Linux and also supports older Android devices. I bought the Xreal as the device itself is apparently more comfortable to wear but their lack of support and misleading product names are behind this low rating, unfortunately. \
Rayneo
VITURE
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Pickaxe
Global Rokid
Deel
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