gravastar.comReviews of gravastar.com

Hello I am writing this review because I have tried dealing with Gravastar's customer service. I purchase Christmas gifts throughout the year. Around this time last year (June), I purchased two Mercury X Pro mice as gifts. I gave one to my son and one to my daughter as presents. My daughter used her mouse maybe 8 hours total, and the scroll wheel broke off, making the unit unusable. I sent pictures and a short video, and all I got was the runaround. They said it's past the one-year warranty, so they are not obligated to replace it. Now I have purchased over $2000 of their products, Speakers, docking stations, and chargers, all as gifts to my young adults and clients of mine. We had issues with the docking stations recharging in the past; they sent a fix, and it worked fine. Now they've got me taking apart the mouse and sending pics of the inside. It's clearly a manufacturer's defect. I have had mice for years without any issues. They even admit they have seen this issue before. Now all I get is the runaround. I won't be purchasing anything from this company again. They have cool stuff, but it just doesn't work properly. Now I am out $130.00 because it's over a year. It sat in my house for 6 months before I gave it as a Christmas gift. In the pics I sent, it looks brand new. Update:06/18/2026 Here is the email Gravastar sent me yesterday morning. They seem more concerned with the review than with the problem at hand. "Where did you send the package back? We did not provide the return address previously. We must declare that address confirmation is not another tactic for delaying and denying claims. It is necessary step for all of the after-sales process. We will send the new package to you today at the following address: And we received a notification today that you left a 1-star comment on Trustpilot. Could you please remove or revise the comment"? I provided them with my tracking information when I sent the defective mouse back to them without their authorization. I sent it back to the warehouse it came from. I want them to physically see that the mouse was brand new and had fewer than 8 hours of use. They did not provide any tracking information yet. I feel confident they will. But why would you ask me to remove the post on Trustpilot? As a businessman myself, if this ever happened to me, I would make sure the client was happy with the final outcome before ever asking for an edit to a complaint post. I will keep Trustpilot updated if I receive a new mouse and if it works as it should. Updated 06-18-2026 2nd post Here is their latest response I received early this morning. I actually don't believe they have an engineering and quality control team based in a warehouse in Henderson, Nevada, and they are going to look at this on Saturday when it arrives. But the good news is they are sending a new one as they should. We will see. Here is the email below, more AI BS. "Thank you for your reply, and I sincerely appreciate you sharing the return tracking details and address with us. First and foremost, I want to extend our most sincere apologies for how the previous communications made you feel. It was never our intention to sound dismissive or to show a lack of empathy, especially knowing that this was a special Christmas gift for your children. We truly value you as a loyal customer who has supported GravaStar over the years, and we take your feedback about our customer service tone very seriously. We will absolutely use this experience to do some internal soul-searching and improve our support training. We want to make things right for you immediately. Your replacement package has indeed been dispatched, and here is your official tracking information to monitor the shipment: • Carrier/Logistics Provider: Cirro • Tracking Link: Regarding the mouse you sent back to our Henderson, NV warehouse, please rest assured that we will not throw it in the trash. Our engineering and quality control teams will personally inspect it as soon as it arrives this Saturday. Your feedback about the scroll wheel issue is crucial to us, and examining your device will help us identify potential manufacturing or component vulnerabilities so we can prevent this from happening in future batches. We are fully committed to ensuring your children can enjoy their gear smoothly. Once the new package arrives and you have had a chance to verify everything is in perfect, brand-new condition, would you be open to re-evaluating your experience or updating your comment on Trustpilot? Your satisfaction means the world to us. Thank you again for your patience, your constructive criticism, and for giving us the opportunity to correct this for you. 06/24/2026. I would like to thank Gravastar for sending a new Mercury mouse. Received it yesterday and works just fine.

I initially tried to return my order because the product pictures on the website were (atleast to me) misleading. Ordered a Qwertz layout eventhough the pictures showed Qwerty. Unfortunately, I received no response from customer support despite emailing both the .DE and .COM addresses. They reached out to me after a few weeks in order to sort things out. That said, the issue was eventually resolved. I received most of my money back, although I had to pay for the return shipping myself, which is understandable, and the original shipping costs were not refunded. The process took quite a while, but thanks to Suki from customer support, everything was sorted out in the end.

Edit: Customer service is abhorrent. I shouldn't have to contact a company 9 times to get a professional response that is not one sentence, with no formalities and a screenshot of tracking. Completely unacceptable. Gravastar uses a shipping company (uni uni) who does not provide tracking status until it is at a warehouse near you preparing to be delivered. This is unlike USPS, UPS, FedEx, DHL, Amazon and onTrac. Product is great, but company needs some major help with communication skills and understanding the practices of the company they choose to do business with.

Final Update: I received my keyboard just about a month after delivery, while the service wasn't great through my ordeal, the keyboard itself is very very nice! Solidly built amazing feeling switches and a nice sound, same goes for the relatively inexpensive wrist rest, feels great and looks great! Service has been pretty terrible I ordered a keyboard on the 13th of February, they reply to my emails AND Facebook messenger between 3 and 5 days. They said its the wrong zip code even though I have the correct one on my order when this shouldn't matter as much when its going to a physical address. I don't know how much longer I will wait and it hasn't been shipped yet after almost 3 weeks since I paid! I will adjust this review if I receive better service. I was told it would be shipped yesterday and have received no info yet. Update: they replied due to this review and then proceeded to ignore me for another day , keeping in mind it was meant to be shipped yesterday, but now they are asking me to take shipping risks due to the war when I ordered this way before that started crazy right!

The products are good, but the shipping experience completely ruined it. Using DPD was a mistake they’re unreliable and clearly unable to deliver packages properly. Because of that, I’m seriously reconsidering ordering again. Please switch to a more dependable delivery service.

Bought the Gravastar Mercury X pro mouse for my husband for Christmas and he is unable to download the software needed to use it at its maximum potential as it says the link is temporarily disabled..Pretty disappointing considering the price of the mouse. He seems to like the feel of the mouse etc but isn't interested in keeping if can't use 8000hz. Web based driver used as per reply below & only 1000hz polling rate still. Further email sent.

Great keyboard and mouse just not the best shipping service

Keyboard itself 5/5, literally amazing. Cringe interface that can be overlooked since I don’t use it that much to change rgb but the keyboard build quality and visual design is spot on, wouldn’t change a thing. Now gravastar as a company lacks in many areas and the most noticeable one is customer service, terrible response time with even worse responses at time. Delivery is a joke as well as the partners they use to actually ship the product internationally. That’s why I have to give the whole gravastar experience including the keyboard only a 3/5.