philips-hue.comReviews 

The experience was good, but I did not get a warning that I ordered 2x bridges. One a starter kid and the other a bridge. Still waiting for my refund though.
The product is EXCELLENT

Still waiting 2 weeks later from returning for a refund.

All great except for two major flaws that really need fixing.

The fact that you can not cancel an order when it has not been dispatched in this day and age is really poor. No automated method or option to even email/call in such a request.

This is then made worse by the other flaw where during events like Black Friday it might take 3 to 4 plus weeks before your order is dispatched!

Looking back at previous reviews, this is a recuring theme that needs to be fixed, or in honestly people might as well just order from other retailers. This is a shame, as HUE products are pretty good, but Signify really need to spend some time/money on improving their retail infrastructure.

Products were returned and arrived back to Phillips Hue four weeks ago. Still no confirmation. They even messaged me asking me to prove that the products were returned to them. Still no confirmation. Still no refund.

I placed an order on 17th December for items which were in stock. They were despatched on 21st December for delivery in 3 days. As of the 4th January, they have not been delivered, nor received by UPS. I contacted Customer Service but have had no response. This is my second similar experience with Philips.

The standard response below asks me to reach out to their Customer Care Team, which they would know I have already tried, if only they had read my review above. Hopeless.

I was sent an email telling me the product was available so I bought two of the 10 meter Flux Strip lights. The product was not actually available and took about a month to arrive. The website and advert say you can connect 2 together to make a 20 meter string. This is not true as they do not have any connection for the lights! The lights themselves are very good but the company is shocking.

Quick delivery, items all correct and functioning properly. I have ordered a number of times and it always seems to work well.

Interesting, if mixed experience. Received a thirty percent off voucher for signing up to the website. Tried to purchase their new smart button switch and they were out of stock of it. Brand new item, exclusive only to the Philips store ( ...and Amazon) and they didn't have it. The coupon/voucher code (one month) ran out. Then the item miraculously comes back in stock again. Purchased it... and it takes a week to receive a confirmation of purchase email. It takes another week to arrive. That's two weeks for an item that's available 'next day' at Amazon. The item itself was of an excellent quality, as all of their merchandise usually is. This may be a one-off problem due to 'demand outstripping supply'. So that is what this review is summarising... only that particular 'mixed' experience with the Philips Hue website.

love the store, but it took a week to ship my products and for some reason, another week for delivery. Unfortunately one of my lights strips is not working properly

I like Philips Hue products and own many of them, but this purchase experience was frustrating.

During the Black Friday sale, I placed an order on 22/11/25. Shortly after, I realised I needed to change one item from GU10 x2 to GU10 x3. Support explained that orders cannot be modified at all because their system does not support changes. The only option was to return the entire order. Because the discount was “2 for 30%”, this also meant returning a second, unrelated item. For a premium brand, not having basic order-modification capability is disappointing.

Support via WhatsApp was slow and fragmented. The conversation started on 25/11/25 and only concluded on 27/11/25, with different agents responding on different days. As a result, I had to repeatedly re-explain the situation, including being asked why I wanted to return the items despite the return being the option instructed by support in the first place. This made the process unnecessarily frustrating and inefficient.

To their credit, Philips Hue provided a 30% discount code as compensation, valid until the end of 2025. However, by that point the experience had already deteriorated, and Amazon was selling the same product at a comparable or slightly lower price. I ultimately bought from Amazon, where the ordering, changes, and delivery were completely flexible and straightforward.

Delivery of the original order was also poor. The order was placed on 22/11/25 but only shipped on 12/12/25 via UPS. On 15/12/25, UPS marked “delivery attempted” without buzzing my flat and dropped the parcel at a corner shop about 10 minutes away on foot. No genuine delivery attempt was made.

The products themselves are good, but rigid systems, slow and disjointed support, and poor delivery handling made this a disappointing buying experience overall.

Easy to use website and delivery was on time as stated

Easy to place order. Shipping was very fast.

I had a small part power supply) that had failed and I found and purchased a replacement. It now works again.
I will look again some time for more info about the system.

Ordered three items from their UK store, two showed up but with a delivery note for three.

Initially they kept trying to offer a refund for the last item even though one of the items they had delivered was a power supply for the missing item.

They eventually promised to ship a new one by the 24th December.

It is now 2nd January and there has been no tracking number and no reply to my emails. I’m now at the point of having to block the transaction on my credit card.

THE CUSTOMER SERVICE IS SUPER BAD. JEYMS R AND STEPHANIE H the Supervisors working in the Philips hue customer service will give you fake promises for 1 month and no update you will be harassed and lied again and again. Be Aware don’t trust them. This company is fraud and have fraud employees

Still hasn’t shipped four weeks after ordering, no updates and the only response from customer services is to wait a few more days for an update.

I received my order but got the incorrect items. The customer service for your direct to customer is terrible. I try to avoid buying direct because if there is an issue it is a nightmare to deal with customer support. I have over 100 hue products in my home and have used them since 2011. You have to do better in the customer experience. I have had multiple issues with buying direct and prefer to buy anywhere else. You should be the gold standard for your own product.

The hold beeping is the worst thing to listen to. I was on hold over an hour listening to what sounded like hospital monitor beeping. I was at then end of my rope by the time I spoke to someone which too an additional 25 minutes for them to resolve. I’m still waiting for my correct item and I’m not calling in again.

Ordered products on November 20th with a predicted delivery time of 1-3 days. Didn't arrive until three weeks later. Various inquiries to customer service were met with "it will ship in the next week or so - please wait". The WhatsApp customer service channel is an absolute joke - responses come in 24-48hr intervals. Order didn't ship completely without notification - it was on me again to chase them and get a refund for products which were suddenly not available any more. Get a grip on your sales fulfilment processes.

The delivery took over 6 weeks the website was not showing clearly out of stock
Tne payment was not taken for my basket for 10 days and chrckout completed
Customer service on phone rubbish on messenger responsive on whatsapp painfully slow
Still have issues been using website since 2023 for items
This service is appalling right now

I had to replace my order because the first one was sent to the wrong address despite them having the correct information. I live in alaska and the package was sent to Pennsylvania somehow. Upon talking to customer service they would not resend the products even after admitting the messed up. Said they would wait to see if the packages were returned to them. They would then send them to me. Mind you this is 2 weeks after I was supposed to receive them. I settled with a 40% off discount that I never received and a refund which I have not received yet. Terrible customer service.