The GU10 bulbs won't fit into my kitchen light fixtures, so I tried to start a return via their website from which I placed the order. After being told "something went wrong" and the supplied vario... See more
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Based on these reviews
Bought the new white indoor camera . As usual the product itself does what I expected with good visual & easily views via the Hue app. Unfortunately, as usual- delivery is the longest and slowest o... See more
I didn't like not getting any notification for when my packages would ship or arrive. It also took two weeks for my packages to arrive despite paying for 2-5 day shipping. Partially explainable by ord... See more
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... See more
I've bought a few of these bulbs already to try because my wife suffers from migraines pretty often so light quality and control are absolute musts we've learned. Even though LEDs are pretty common no... See more
Place my order on 26 December 2025 Received goods on 08 January 2026. However, no communication up until 06 January 2026 and I thought my order had been forgotten / misplaced so I would have liked... See more
Love the lights, question the service. I had to order a replacement power supply for outdoor lights (no big deal, I've had them almost 7 years, and things break), but the disappointing part was how... See more
The process of placing an online order was incredibly quick and easy. I would know that without the promotional code and sale that was going on at the time I made my purchase, I do not believe I woul... See more
Frustrating experience ordering direct from Philips. The shipping is unreasonably slow. I don't expect Philips to be Amazon Prime, but it took 3 days from my order date until it shipped and then s... See more
No issues with Signify, but the choice of delivery company is appalling. UPS insists upon signature on delivery. There is a system to pre-sign, particularly if one is not going to be home. Drivers... See more
I am impressed by the quality of the goods on sale. Buying lighting online is fraught with danger because of the fragility of gds being transported, but these were very well packed
We enjoy the solo 16' lightstrips. We presently have three that we have installed in our house and decided that we could use two more, so we ordered through your store. It was easy to locate again... See more
Quality products and items are shipped quickly and safely. However, even though order confirmation email states that I will receive a tracking number for the parcel, I never received tracking informa... See more
Product is really good. Would highly recommend. Delivery was painful and a struggle with communication. It’s easier to get your products from Amazon so if you want more people to go straight to you... See more
Decent sale but consistently delayed ship times. Placed two orders, one took 7 days to ship and the other took 5. No shipment tracking or update emails for the first one.
Delivery took too long - had to source elsewhere & refuse UPS delivery. Tried to contact Philips Hue by messaging - got a ‘response’ after 2 days but absolutely no help at all. In future I will buy... See more
Always good ordering/delivery and always great products. I look at Phillip Hue as the leader and authority in ambient lighting in my home and business. Simply colorful living.
Quick delivery, items all correct and functioning properly. I have ordered a number of times and it always seems to work well.
Over £500 worth of electrical items / lights were ordered. The delay from order to door was unusually protracted. I was not informed of the delivery day when it eventually happened and a van just turn... See more
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
I own and love Philips Hue products. I wish their website gave better/more ideas of how the products are used - that includes the lights, hub pro, and accessories. If this was done I bet even more... See more
This is a great product. I have never been happier. Everything was super easy to migrate and install thanks to your awesome products.
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,... See more
Issue solved! Less than a week old, the 3 of the 10 spots are not giving the selected color. Instead they turn green
Company replied
Items delivered even sooner than promised and worked perfectly from the box, as usual.
Shipping was quick. Delivered and received within a week. Handled with care. Packing was very secure.
Very satisfied with the products. Shipping took a little longer than expected.
Use another mail parcel delivery company. UPS is trying to deliver home at my address while I am working. That was no sucess, so they put the parcel at a strange kind of import company where I coul... See more
unable to return faulty bulb!! working Hue bulbs are great, but I have repeatedly tried to return the faulty bulb through website and a return label is not sent to my e-mail within one week as pr... See more
Love love, love the new essential lightbulb. Like everything with you it just works and it’s beautiful. Thank you so much.
I like the range of products the delivery was delayed but it didn't effect my experience I was kept informed at every stage of the order and the range of payments available really suited me.
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
The products are fine but the 30% off offer was very confusing and it was almost impossible to get hold of someone to query the cost. The delivery was unbelievably slow too. The website says delivery... See more
Lights work as the should. Little on the expensive side! But do work well. Need a hue bridge to get full use of the lights and what they are meant for. Limited to how many you can buy on a... See more
I ordered a hue bridge and three bulbs in the Black Friday sale. Although they state on the website there may be delays, I didn’t expect it to be 8 days before I even heard anything from them. When... See more
Your site is way too confusing and too hard to navigate. The way that you structure your products and pricing is ridiculous. Figure out a way to sell simply not some convoluted bull crap.
2 Articles in 2 separate parcels.. only one parcel was announced, leading to confusion + UPS delivery is a mess regarding information (confusing sms, useless, double emails)
3 days delivery turned into nearly 3 weeks! This was a present for someone and was ordered in time for the occasion but was let down. I had to dig around to get contact, no communication to s... See more
Excellent, speedy delivery, great products as always with HUE.
Love the bulbs. Deliver time was too long even for the holidays
Delivery delayed and electrician booked so tried to cancel. Not despatched but cancelling not am option so told to refuse delivery. Did that 2 weeks.ago and still no refund. In response, order is... See more
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Really not impressed with the wait for dispatching the items I bought. I wanted to decorate the outside of my house but by the time the idems were delivered it was too late. I should have been notifie... See more
I would have loved to give a better rating but the delivery was slow and the customer services is really bad next time I will use Amazon rather than direct.
Was able to find the item I wanted and details about it. Added bonus, they were on sale.
Converted my whole property to Philips hue lighting, It has been working for 8 months no problem, but now the app that controls the lighting constantly crashes, I've tried contacting support in multip... See more
Company replied
I was able to find what I was looking for quickly and easily and it shipped quickly.
No problems. Fast belivery what was ordered
Horrible customer service. Phillips Hue is impossible to reach no one ever answers the phone. When you’re working on projects and need support or additional products, there’s never enough help or avai... See more
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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 me... See more
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Very slow service. Delivery company was also rubbish and comms not great
Company details
Written by the company
Philips Hue is an easy, inspiring, and comprehensive smart home lighting system. We create light that is designed to make life easier, more secure and more comfortable. Light designed to help you feel better. Light that sweetens the ambiance and intensifies the experience. We make home lighting more enjoyable, personal and inspiring.
Contact info
High Tech Campus 7, , 5656 AE, 5656 AE, Eindhoven, Netherlands
- 00800 744 547 75
- philips-hue.com
3.4
Average
7K reviews
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In our home most of our lights are…
In our home most of our lights are Philips hue with some are colour and white ambiance some are white ambiance. In colour ambiance we liked the colours they are looks beautiful. But for white ambiance we like only warm white and white. Cool white and daylight white is looking uncomfortable for us. If we connect hue lights with Philips hue bridge then with the app we can control our lights from anywhere. We can connect upto 50-60 lights in hue bridge. Then we can control our lights from anywhere. This is very useful especially in winter when day is short and we can use app even in the workplace to switch on the lights. It is very helpful when going to vacation or holiday and if there is outdoor camera then we'll watch the darkness of outdoor and switch on the lights so other people will think house owner is there inside the house. It is good safety for home and mislead and confuse burglars that someone is inside. Also we know the lights are on or off and the colours of lights through Philips hue app and Alexa app.
If we want a particular colour for light when always switch on we have to set the colours in settings of the Philips hue app. For that we have to go settings of hue app then select device and select lights and smart plugs and select individual lights and select light behaviour at power on and select custom. In that you can select the colour of each you always want when lights switch on.
It is very good to use and very helpful in winter and when going on vacation. Also it's very good working with Amazon Alexa so we can not only switch on and off but also change brightness, colours like that with Alexa. We also set routines of automatically lights on at sunset and automatically lights off at sunrise in Alexa. Also set routine to all lights off when said "Good Night " to Alexa. Also we set routine in automation settings in Philips hue app.
March 14, 2026
Unprompted review
May use AI-assist with repliesRead more
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Since purchasing a Bridge Pro as an…
Since purchasing a Bridge Pro as an "upgrade" I have had nothing but issues with my system and despite attempting to Gert a meaningful response from customer services for nearly 6 months there is no resolution in sight and my system is inoperable
October 8, 2025
Reply from philips-hue.com
Hi there,
Thank you for reaching out, and I am sincerely sorry for the situation you’re in. Being without a working system for nearly six months, especially after upgrading to the Bridge Pro, is completely unacceptable.
An "upgrade" should enhance your experience, not disable it, and it’s clear we’ve let you down both in terms of the technology and the time it’s taken to get a meaningful response. We want to move this forward and get your home back online immediately.
Since you have been waiting for a resolution for quite some time, please send us a direct message (DM) on social media (X, Instagram, or Facebook) with your original case number or the email address associated with your support tickets. Our colleagues will be more than glad to assist you.
We value the trust you placed in us by choosing our Pro hardware, and we are committed to making this right.
Philips Hue Support Team
Reply from philips-hue.com
Hi there,
I’m truly sorry to see that you’ve had such a negative experience with us.
We want our products and service to feel like a premium experience, and it sounds like we’ve fallen far short of that. If you’re open to it, we’d love to understand what happened. Whether it was a product failure, a setup issue, or a bad interaction with our support.
Since you're clearly frustrated, we'd like to help turn this around. Please feel free to reach out to our support team via direct message (DM) on social media (X, Instagram, or Facebook). We’d value the chance to hear the details and see if there’s anything we can do to change your mind about Hue.
Philips Hue Support Team
Really bad customer service and no…
Really bad customer service and no means to contact via email?
I had a 100W external power unit fail in August 2025 and it had hardly been used. Philips gave me a 20% discount code to use against any new products I wished to purchase. As I was at the limit of number of items my bridge could support, I didn't try to use it immediately. However, when I saw the new Pro Bridge had been launched and it was able to handle more items, I decided to try and purchase one with my discount code, and it failed to work.
I contacted Philips in January to tell them it wasn't working and got an automated response on 25th January to say they would look into my problem and was issued with a ticket number. I chased this up on 30th January and 5th February asking for a response, but nothing was forthcoming.
On the 13th February I received a message to say "Please note that this channel is not supported for customer service inquiries." despite it telling me to reply to the email?! So on the 14th February I phoned and was told, don't worry, it's being looked into and I'd hear within 5 days. It's now 25th February and still nothing.
Really disappointing given the money I've spent on Hue products, and was hoping to spend more! Maybe someone will now respond?
I am not on any social media by the way, before I get asked to DM you!
EDIT (14/3/26): Thank you for the reply and reaching out. Finally got a resolution via Whatsapp with a new code to try within 3 months. Just a shame I had to resort to putting a negative review on TrustPilot to illicit a response. Thank you
February 14, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for reaching out and for being a long time Hue user. I am sincerely sorry for the loop you’ve been caught in. It is particularly frustrating to be told to "reply to an email" only to be informed later that the channel isn't supported.
It’s also disappointing that your loyalty and interest in the new Bridge Pro hasn't been met with the support you deserve. A discount code provided for a faulty unit should work seamlessly, especially when you're looking to expand your setup.
I completely respect that you are not on social media. In that case, I would suggest reaching out to our colleagues in WhatsApp our phone support. Please keep in mind that webform tickets are no longer available in most regions, in case you are using one of the emails to reply it would explain what you are getting an automated response.
We value the significant investment you’ve made in the Hue ecosystem and truly hope to turn this experience around so you can continue growing your smart home with confidence.
Philips Hue Support Team
This is the worst company I have dealt…
This is the worst company I have dealt with!
I subscribed to emails to receive a discount code, never arrived.
Despite this, I placed an order anyway, it wasn't dispatched for 10 days, I had to chase it up.
Tried to speak to someone regarding discount code for future purchases, they told me to return the item and re order!
I did return the item and had to continuously chase up my refund even though I had tracking confirmation it had been returned successfully.
It was incredibly hard to speak to anyone, the robot on WhatsApp repeatedly said my case was being escalated, the messenger service kept saying the WhatsApp was dealing with it.
Have finally received my refund after a long wait!
Customer service is terrible and impossible to talk to anyone.
February 16, 2026
Reply from philips-hue.com
Hi there,
Thank you for sharing such detailed feedback. While I am glad to hear your refund has finally been processed, I am sincerely sorry for the ordeal you went through to get there.
It sounds like you experienced a breakdown at every stage, from the missing discount code to the shipping delays and the "loop" between our messaging channels. That is understandably exhausting. We never want a customer to feel like they have to "chase" us just to get a basic update, and the advice to return and re-order an entire item just for a discount code certainly wasn't the seamless solution we aim for.
We are currently working to better sync our support channels so that situations like yours where WhatsApp and Messenger aren't communicating, can improve. Your feedback is a direct help in showing us exactly where those gaps are.
We truly appreciate the persistence you showed, and we hope that if you decide to give Hue another look in the future, we can provide the premium experience you expected from the start.
Philips Hue Support Team
I purchased 7 outdoor Resonate lights…
I purchased 7 outdoor Resonate lights and a video doorbell. I was told the delivery would take 2-4 days and it took 6 days. Not the biggest deal. Upon receipt I noticed the company delivered a package of 2 outdoor flood lights instead of the video doorbell I ordered. The website recommended I use Facebook to communicate with customer support. That is a complete fail as the response time was over an hour each time and they asked questions about my order number even though I supplied the invoice with my request. I called customer support and after 43 minutes they said I would get a shipping label to return the Flood lamps in the next day.
It took my about 10 minutes to order the items and 43 minutes to hopefully get what I actually ordered…I’m on day 8 and who knows when I will get what I ordered.
Terrible customer service. The lights I got, I do like.
February 23, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for sharing your experience with us. It’s great to hear that you’re enjoying the Resonate lights, but I’m very sorry that the delivery and support process for your doorbell has been so frustrating.
We know your time is valuable, and it’s disappointing to hear that a 10-minute order turned into nearly an hour of phone calls and delayed messages. That is certainly not the seamless experience we aim to provide, and I appreciate you highlighting where our communication fell short, especially regarding the repetitive questions.
Given that some time has passed, we hope you have now received your video doorbell and that the return of the floodlights went smoothly. If there are still any outstanding issues or if your shipment is still pending, please reach out to us via direct message (DM) on social media (X, Instagram, or Facebook) with your case number. They’ll be happy to step in and ensure everything is fully resolved.
We truly appreciate your patience and your choice to bring Hue into your home.
Philips Hue Support Team
2 months returned good and still not refund
They released the battery camera that proved to be faulty. Bought direct from Philips, 3x of them. After months where they switched off and stayed off I contacted the customer service. They acknowledge that they have an issue with the battery camera and offered to swap with wired. Not use for me so they agreed to organise a collection to return for a refund. 2 months after they received the cameras, after countless of emails, calls, what's app and Instagram messages still no refund. Always the same excuses that the case is being handled and will update as soon as possible. Still waiting . Never again
February 23, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for reaching out and sharing your experience. I am very sorry for the frustration and the delay you’ve faced in receiving your refund for the battery cameras.
Waiting two months for a return to be processed is not the experience we want for our customers, and I understand why this has been so exhausting after your multiple attempts to get an update. It’s clear we haven't met our own standards for support in this instance.
If you haven't already. Please send us a direct message (DM) on one of our social media channels (X, Instagram, or Facebook) with your case number. Our colleagues will be able to look into the details of your case and make sure it gets escalated to the appropriate department for a fast resolution.
We value your feedback as it helps us identify where our process needs to improve. Thank you for your patience while we fix this.
Philips Hue Support Team
Callous customer service
I returned unused product within timeframe, which was received by Signify on Jan 21, 2026 and i still do not have a refund as of February 19 despite multiple assurances from the company that it was being processed with 10 business days. Advised Signify via email that the return was made due to a sudden financial hardship and that the refund was needed as soon as possible. This is very frustrating.
January 20, 2026
Reply from philips-hue.com
Hi there,
Thank you for reaching out, and I am sincerely sorry for the delay in processing your refund.
I completely understand how frustrating and stressful this must be, especially given the personal circumstances you've shared with us. Waiting nearly a month for a refund that was expected within 10 business days is not the experience we want for our customers, and I apologize for the added pressure this has caused.
To help speed this up, please send a direct message (DM) to our social media support team on X, Instagram, or Facebook with your order or return details. They will be more than glad to assist you in reviewing the status of your refund.
We truly appreciate your patience during this time, and we’re committed to getting this resolved for you as quickly as possible.
Philips Hue Support Team
Waiting over a month for a refund.
I purchased the wrong type of lights for £220, and so returned them.. Over 1 month later I have yet to receive a refund.
First I tried contacting them a few times via the Whatsapp support chat, which is supposedly available 24/7, and received zero response to this day. Then I tried Instagram, where I have been enquiring once a week, I keep getting told it's of the utmost importance and they are very apologetic but they won't explain exactly why it's taking so long just to get my money back.
I also received no update emails, nothing telling me they'd received the lights back, nothing explaining any delay in refund, nothing at all aside from the information I gathered by reaching out myself.
I don't often leave reviews, but £220 is quite a lot of money to hold on to with no explanation, and as I presumed it would be a swift process I bought the replacement lights at the same time as returning the others, so I'm down some money that I could really do with having.
January 13, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for reaching out and sharing your experience. I am sincerely sorry for the stress and frustration this delay has caused, especially since you’ve already invested in replacement lights. Holding £220 for over a month without a clear explanation or status update is not the level of service we aim to provide.
It is particularly concerning to hear that your weekly follow-ups on Instagram haven't provided the concrete answers you need. While our teams work hard to process returns, you deserve transparency regarding why this specific refund is taking longer than expected and a confirmation that your returned items have been processed.
If you haven't already, please send one more direct message (DM) to our team on X, or Facebook and include your return tracking number and original order number. They will ensure your case is highlighted as a priority so our team can provide an update on your refund status.
We value your feedback on our communication and return process, as it is essential in helping us fix these gaps in our service.
Philips Hue Support Team
New router has broken Hue setup, terrible support
I got a new router just over 2 weeks ago. The Hue Bridge Pro then started disconnecting from Apple HomeKit. The Bridge Pro was on WiFi before but now wired as it doesn’t seem able to search for WiFi networks anymore. Forced to use a hybrid of Apple HomeKit and the Hue app because after contacting support they have been unable to sort anything. At least a week now of promises to respond in a few days then same over. It has now been 2 weeks and they are now saying it will be “a few more days”. Absolutely useless. Complaining that there’s a lot of cases, well there will be with terrible software and not ever solving any.
The bridge connects to Apple HomeKit, works for 10 mins and stops working. The Hue app itself even starts to hang and restart it all the time. Light switches started to turn on lights in other rooms. Other lights just stop working altogether, I have to go to the circuit box and turn off the power. Terrible.
I want to get away from this terrible ecosystem. All they do is add AI features nobody wants and fix none of the problems. I thought this Hue Bridge Pro would make things better but it’s been useless from the start.
Following up to response:
I have been trying to constantly talk to your support team. It is nearing 4 weeks with no resolution. And absolutely no attempt to fix for over 3 weeks. Just “waiting” for someone to actually have a look. I’ve seen that this seems a common recent issue with the Pro and Apple Home so not sure why there has been this amount of time if this is affecting many users. It’s terrible. And yes rather than concentrating on adding AI features you should concentrate on the basics, speed and reliability because both are lacking at this point. I currently have a workaround with a raspberry pi that then talks to HomeKit. If like a one man band can develop that and reliably talk to Homekitni don’t know why Hue can’t.
February 14, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for sharing such detailed feedback. I’m truly sorry for the frustration this experience has caused, especially after a router change that should have been straightforward. Having to reset your power at the circuit box is certainly not the experience we want for our users.
It sounds like there’s a significant communication gap between the Bridge, your new router, and HomeKit, and I apologize that our support response time hasn't met your expectations. Regarding your point on AI, I want to clarify that we remain focused on the stability of our core software, rather than replacing those essentials with automated features.
We’d like to help get your setup stabilized. If you haven't already, please send a direct message (DM) to our social media support team on X, Instagram, or Facebook. Our colleagues will be more than happy to review your case details, and escalate it for further investigation if necessary.
We value your feedback as it helps us improve our products and support services. Thank you for your patience while we work to get this right.
Philips Hue Support Team
Have bought a lot from Phillip Hue over…
Have bought a lot from Phillip Hue over the last 4 years. Customer service used to be great but sadly that’s no longer the case. I made a return to them 3 weeks which they received and signed for and I’m still waiting for a refund, I have spoken to someone who said they can’t make the refund until the receiving warehouse tell them to! They then said they are having issues in the UK warehouse which is causing big problems. I have now emailed them a further 2 times and they don’t respond. My advice is don’t buy anything from them and you can always switch to another smart lighting supplier and use alternative means of programming it without Hue. Definitely not recommended.
January 21, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for contacting us and sharing your recent experience with us.
We understand your frustration with the experience you've had with the refund process. It's disappointing to hear that you encountered a faulty product and that the resolution process was challenging. We appreciate you taking the time to share your feedback, and we'll use it to improve our customer service and product quality.
Can we ask you to please reach out to our consumer care team? Our colleagues will look into your case and aim to provide you with an answer and/or professional solution. Please reach out to our colleagues on one of our social media platforms ( Instagram, Facebook, Twitter / X) for Philips Hue at any time and the team will be happy to investigate this further and try to reach a resolution
We value your business and want to ensure that you have a positive experience with our products. We understand your disappointment with the current situation and will work to put things right. We're committed to providing excellent customer service and to resolving any issues quickly and efficiently.
The Philips Hue Support Team.
You are in breach of UK distance…
You are in breach of UK distance selling regulations. I refused delivery of a £1500 order on the advice of customer services and these items were returned to sender 13/01/2026, receipt of the items this has confirmed by UPS tracking. I am yet to receive any sort confirmation that a refund is being processed. You are required by UK law to refund me with 14 days, these items were sent back 26 days ago and I have heard nothing. I have escalated this numerous times via customer support and raised various tickets to recover these funds and am yet to receive a response. I am now paying 21.9% interest on this balance having paid on a PayPal credit card and will be instructing a no win no fee solicitor to recover these funds, any interest paid and any associated legal fees involved in the recovery process. Please provide me with your published complaints handling procedure and the contact details for your legal department. My order reference number is PHGB9000669669 and my complaints ticket reference is 6740119.
January 13, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for contacting us and sharing your recent experience with us.
We understand your frustration with the experience you've had with the returning process. It's disappointing to hear that the resolution process was challenging. We appreciate you taking the time to share your feedback, and we'll use it to improve our customer service and product quality.
We kindly request you to reach out to our colleagues on one of our social media platforms ( Instagram, Facebook, Twitter /X) for Philips Hue. Could you please share more detail about the issue in a DM? If possible, could you also share your ticket number when you reach out? This will enable the team to investigate and respond to the service you have received.
We value your business and want to ensure that you have a positive experience with our products. We understand your disappointment with the current situation and will work to put things right. We're committed to providing excellent customer service and to resolving any issues quickly and efficiently.
The Philips Hue Support Team.
What if you don’t use Facebook
What if you don’t use Facebook, instagram or X… why do these companies insist we have these social media apps to contact them, give me email.
February 7, 2026
Unprompted review
Reply from philips-hue.com
Hello there,
We appreciate you taking the time to share your feedback, and we sincerely apologize that your support experience was disappointing.
We couldn't find your support case in our system based on the details you provided here. To get you the help you need, please don't hesitate to reach out to our consumer care team on 00800 7445 4775,
When you do, please share more detail about the issue, and if you have a ticket number, include that so we can locate your case and investigate the service you received right away.
The Philips Hue support team.
Do not rely on hue software
The customer support for hue products and their software is apauling. I spent a small fortune on hue bridge, light strip and paid the stupid monthly subscription for the hue sync app for Samsung TV. I found I could not start and stop the hue sync with TV through their native app so contacted support. Who had me delete and reinstall mobile app. Factory reset TV and jump through hoops trying to get it to work. Then after they escalated to their next level I was told the native app does not support this. Talk about a waste of 3 days of nonsense from level 1 support. They should be ashamed. Not supporting a paid subscription in their native app is unacceptable. And their response clearly demonstrates my point of their incompetence.
February 6, 2026
Unprompted review
Reply from philips-hue.com
Hello there,
Thank you for taking the time to let us know about your experience with our products and support. We deeply apologize that the service you received did not meet your standards. Unfortunately, based on the information you have shared here on Trustpilot, we could not find your case in the system. As we are unable to find your support ticket, we cannot comment further.
We kindly request you to reach out to our colleagues on one of our social media platforms ( Instagram, Facebook, Twitter /X) for Philips Hue. Could you please share more detail about the issue in a DM? If possible, could you also share your ticket number when you reach out? This will enable the team to investigate and respond to the service you have received.
The Philips Hue support team.
Avoid, but from a reputable retailer instead
Ordered an item on the 26th December, paid for delivery with 3-5 days. Messaged to cancel the order as hadn't been delivered after a week but was told would be dispatched in next few days and could be returned when delivered. Arrived two weeks later, and returned straight away. Was received on the 13th January by Hue. Spoke to customer services as hadn't been refunded and was told would be advised in two days when would be refunded. Week later still not heard from them. Have had to raise a dispute with credit card company due to no response from them.
January 13, 2026
Unprompted review
Reply from philips-hue.com
Hello there,
Thank you for reaching out and sharing your feedback with us.
We sincerely apologize for the frustration caused by your return and refund experience. It is disappointing to hear about the delays you faced, and we appreciate you bringing this to our attention. Your input is invaluable as we work to improve our service and product standards.
To help us investigate this further and make things right, could you please send a DM to our support team on Instagram, Facebook, or X (Twitter)? Please include your ticket number and any additional details so we can look into your case immediately.
We are committed to providing a better experience moving forward. We also invite you to stay tuned to our social channels for updates on the latest features and software enhancements we're constantly rolling out.
The Philips Hue Support Team
The recent bridge update keeps failing
The recent bridge update keeps failing, so now it’s like the point of the product is irrelevant! I won’t be buying again! Absolute waste of time, just buy one of the cheater version's. Thanks Philips, great product and great support, NOT!
February 4, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for your feedback. We deeply regret that our product did not meet your expectations this time.
To help us resolve this for you, we need more information, as we couldn't find your ticket based on this review alone. Please message us directly on Facebook, Instagram, or X with your ticket number or case details. This will allow us to review the service you received and assist you further.
The Philips Hue support team.
The GU10 bulbs won't fit into my…
The GU10 bulbs won't fit into my kitchen light fixtures, so I tried to start a return via their website from which I placed the order. After being told "something went wrong" and the supplied various options for support, I chose the WhatsApp channel. Nearly a week has gone by and there's no response or acknowledgement
***EDIT***
5 Feb 2026 update: Philips Hue customer service rang me to sort out the return and apologised for the snafu on their website, which apparently does not work for orders with multiple items (or something like that). I'm not so crazy about the response below, which more than implies that I don't know about light bulb sizes. Did you even check what I ordered, Philips Hue?
February 4, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for reaching out and letting us know about your recent experience with us. We apologize to learn that your shopping experience was not up to your expectations.
If you have purchased GU10 bulbs, these are made to fix in a GU10 fixture. In this case, if you require more support to return the items, can we ask you to reach out to our social media support team via DM (mention your support ticket number and order reference) on one of our channels (X, Instagram, Facebook) - they will look into your case and see how they can find fitting solutions as soon as possible.
The Philips Hue support team.
Sort it out!
Have Philips Hue Sync Box and immersive lights. Sync box alone costs more than £200! Lights have their own mind, they work then they don’t for no apparent reason. Have to spend hours do resets and change of settings for it to work for an hour and then display “lights are not supported” $h¥t error! It worked no issue with the old sync app, now its all on this Philips app that just made things and product unusable!
February 1, 2026
Unprompted review
Reply from philips-hue.com
Hello there,
We appreciate you taking the time to share your feedback, and we sincerely apologize that your support experience was disappointing.
We couldn't find your support case in our system based on the details you provided here. To get you the help you need, could you please reach out to us via DM on one of our social media channels (Instagram, Facebook, or Twitter/X)?
When you do, please share more detail about the issue, and if you have a ticket number, include that so we can locate your case and investigate the service you received right away
The Philips Hue support team.
3 weeks for a refund and still waiting.
I have been a fan of Hue ecosystem for many years. Recently made a purchase which was returned unopened as someone else had bought me it as a gift. Used their returns policy and it was marked as returned by DHL 3 weeks ago no refund. I have been told I have to wait till the item is checked with no date when this will be.
I have now made a claim with my credit card provider, and would strongly advise not to purchase items from Philips Hue. Their reviews speak volumes on here!
December 27, 2025
Unprompted review
Reply from philips-hue.com
Hello there,
Thank you for taking the time to let us know about your experience with our products and support. We deeply apologize that the service you received did not meet your standards. Unfortunately, based on the information you have shared here on Trustpilot, we could not find your case in the system. As we are unable to find your support ticket, we cannot comment further.
We kindly request you to reach out to our colleagues on one of our social media platforms ( Instagram, Facebook, Twitter /X) for Philips Hue. Could you please share more detail about the issue in a DM? If possible, could you also share your ticket number when you reach out? This will enable the team to investigate and respond to the service you have received.
The Philips Hue support team.
Avoid buying direct—Refund hell since early January
I returned my order (PHGB9000661068) and it was confirmed delivered to their warehouse on January 9th. It is now February, and I am still fighting to get my money back.
Every time I contact customer service via WhatsApp, I get the same script: "it’s been escalated," "it’s a priority," or "we are waiting for confirmation from the refund department." I was even promised the refund would be processed within 3 days—that deadline passed over a week ago.
They have my return and they have my £76.99. Their support is a loop of empty apologies and broken promises. I’ve had to open a chargeback dispute with Amex just to get their attention. Save yourself the headache and buy from a third-party retailer instead.
January 9, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for contacting us and sharing your recent experience with us.
We understand your frustration with the experience you've had with the returning process and the refund. It's disappointing to hear that you encountered a delay and that the resolution process was challenging. We appreciate you taking the time to share your feedback, and we'll use it to improve our customer service and product quality.
We encourage you to engage with our colleagues on any of our social media platforms (Instagram, Facebook, Twitter /X) for Philips Hue. Could you please provide more details about the issue in a DM? If possible, could you also include your ticket number when you contact us? This will allow the team to investigate and respond to the service you received. And let us know about the latest features of the product, we are constantly adding new features through software updates.
We value your business and want to ensure that you have a positive experience with our products. We understand your disappointment with the current situation and will work to put things right. We're committed to providing excellent customer service and to resolving any issues quickly and efficiently.
The Philips Hue Support Team.
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