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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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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 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
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
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
No history of asking for reviews
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Shipping delays are unbearable on the…
Shipping delays are unbearable on the official website. Just buy from Amazon. It says my order, which was placed 20 days ago, has been shipped, but UPS tracking said they haven't received the items yet. The previous two orders were also delayed by weeks. It doesn't matter if the products are good if the user can not get them on hand in time.
8 January 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for your feedback and for being a returning customer. I’m very sorry to hear that your recent orders have been delayed, as we know how important it is to receive your items on time.
I understand how confusing it is to see a 'shipped' status when the UPS tracking hasn't updated yet. This usually happens when there is a delay between the package being processed at our warehouse and the initial scan by the carrier. Regardless of the reason, a 20 day wait is not the experience we want for you, and we appreciate your patience.
If you haven't already, please reach out to our social media support team via direct message (DM) on X, Instagram, or Facebook with your order details. We’d like to look into this specific shipment for you and see how we can help.
We value this feedback, as it helps us work with our logistics partners to improve our delivery times moving forward.
Philips Hue Support Team.
The process of placing an online order…
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 would have bought the items directly from your website. So many other retailers discount your products well below the full list prices on your website.
8 January 2026
We enjoy the solo 16' lightstrips
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 to place another order and we used the discount code provided when we joined Hue.
8 January 2026
I returned the product that was…
I returned the product that was delivered waited for another 10 day but refund wasn't processed nor an email sent acknowledging the receipt of the item. I called the customer service to check the status but was told there is no refund team i could speak to. The tracking id shows that the item has been returned and delivered but no refund processed. The rep I spoke to have no idea of how to track the order, I requested to speak to a manager but was told none is available. Then I was told to call back after another 3 working days that the issue need to be escalated. I send numerous messages on the whatsapp but no reply till date.
3 January 2026
Reply from philips-hue.com
Hi there,
Thank you for being so detailed about your experience. I’m very sorry for the frustration this has caused. This is certainly not the level of service we aim to provide.
I want to clarify that while our front line agents may not be able to transfer calls directly, we do have a dedicated team that handles these escalations. It’s clear that communication has broken down in this instance, and I apologize for the conflicting information you received.
Since you already have the tracking ID confirming the delivery, we want to prioritize this for you. Please send us a direct message on Facebook, Instagram, or X (Twitter) with your tracking ID and order number. This will allow our social support team to pull up your delivery confirmation, and get this escalated directly to the correct team for processing.
We appreciate your persistence and the opportunity to finally get this sorted for you.
Philips Hue Support Team
Items delivered even sooner than…
Items delivered even sooner than promised and worked perfectly from the box, as usual.
8 January 2026
No issues with Signify, but with UPS the delivery company
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 don’t seem to get informed of that. So delivery fails. Delivery is then rescheduled, pre-sign authority granted, but details online keep saying signature required.
8 January 2026
Never received my refund of almost $500
25 December 2025
Reply from philips-hue.com
Hi there,
Thank you for reaching out. I’m very sorry for the delay regarding your refund. I can certainly understand your concern when waiting for a significant return of $500, and we want to help you get this resolved as quickly as possible.
While refunds can sometimes take longer than expected due to processing times between financial institutions, we want to make sure your request is being handled correctly on our end.
Please send our colleagues a direct message on Facebook, Instagram, or X (Twitter) with your order number or case ID. This will allow our team to look into the status of the transaction and provide you with a clear update.
We appreciate your patience and look forward to getting this sorted out for you.
Philips Hue Support Team
UPS won’t deliver the item
7 January 2026
Reply from philips-hue.com
Hi there,
Thank you for reaching out and letting us know about the issue with your delivery. I apologize for the inconvenience caused by UPS not delivering your item.
If you haven't already, please contact our support team via direct message (DM) on any of our platforms (X, Instagram, or Facebook) with your order details. They will be more than happy to investigate the status of your order and ensure your case is handled correctly.
Your feedback is important to us, and we are committed to resolving this issue. Thank you for your patience and understanding.
Philips Hue Support Team
Awful
Awful. Would not recommend using this company. My parcel has delivered to the wrong address and customer service are not helping to resolve the issue. It has been one month of chasing to no avail.
7 January 2026
Reply from philips-hue.com
Hi there,
Thank you for reaching out and sharing your experience. I sincerely apologize for the inconvenience caused by your parcel being delivered to the wrong address and the lack of assistance you’ve received from customer service.
We understand how important it is to resolve this issue promptly. If you haven't already, please contact our support team via direct message (DM) on any of our platforms (X, Instagram, or Facebook) with your order details. They will be more than happy to investigate the status of your order and ensure your case is handled correctly.
Your feedback is crucial as it helps us improve our services. Thank you for your patience and understanding.
Philips Hue Support Team
Use another mail parcel delivery…
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 could pick it up later.
UPS time estimate did not work either.
7 January 2026
Product fine delivery system terrible
Product fine - delivery system terrible - delivery driver good
7 January 2026
Awful, slow support.
Extremely difficult to contact customer support. Order has not arrived and it's been 300% longer than advertised. Return labels did not cover the entire transaction. Can't even select proper date to leave a review.
14 November 2025
Reply from philips-hue.com
Hi there,
Thank you for reaching out and sharing your concerns. I apologize for the challenges you've encountered with contacting customer support, the delayed order, and the return label issues.
I understand how important it is to have a smooth and reliable experience. Please contact our support team via direct message (DM) on any of our platforms (X, Instagram, or Facebook) with your order details. Our colleagues will make sure to track your order and update you with all relevant information.
We appreciate your feedback as it helps us improve our services and online experience. Thank you for your patience and understanding.
Philips Hue Support Team
Terrible customer support
Terrible customer support - I made an order on the 23rd December, it still hasn’t arrived.
It is with UPS, and they say they cannot find my address.
There is no way to contact UPS or Philips Hue, if you use the contact number you get left in a constant loop and never can speak to someone.
So my £500+ order is just sat somewhere and will never reach me as both organisations are terrible.
6 January 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for reaching out and sharing your experience. I apologize for the inconvenience caused by the delay in your order delivery and the difficulties in contacting both UPS and our customer service.
We understand how frustrating it is when you're unable to get assistance, especially for a significant order. Please contact our support team via direct message (DM) on any of our platforms (X, Instagram, or Facebook) with your order details. Our colleagues will make sure to track your order and escalate it if necessary.
Your feedback is important to us, and we are committed to improving our service and communication channels. Thank you for your patience and understanding.
Philips Hue Support Team
I own and love Philips Hue products
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 people would buy their products
6 January 2026
Ordered 2 bulbs over what was…
Ordered 2 bulbs over what was apparently black Friday sales, £130, so I don't think they were reduced. Had an email a few days after the order telling me it would be 3 weeks. They could have said this when I ordered, they would have known there were delays so a bit dishinest. This potentially meant they would be arriving during a period of time when I would be away. Attempted to contact them on their WhatsApp line, absolutely useless, no response. I wouldn't have known how to cancel the order as there was NO CUSTOMER SERVICE available. They then announced the delivery would arrive while I was away and I had no recourse other than signing a UPS EULA which was 19 pages long and basically waived my consumer rights. So UPS can do one too. Overall very disappointed and despite the technology being good everything else is a let down.
I will add here that the Hue app is overcomplicated crap, not a patch on LIFX.
11 December 2025
Reply from philips-hue.com
Hi there,
Thank you for contacting us and leaving a review. We're sorry to hear you had such a bad experience with our products and the advice you were given.
The delivery process will be expedited, but sometimes it takes a little longer, we are looking to improve the times of delivery.
However, we welcome any feedback on product performance and customer support improvements that may be required. We are always looking to improve our product performance, support and appropriate solutions for a better experience.
In any case, thank you for letting us know here.
Philips Hue Support Team.
Arrived on time
5 January 2026
Bulbs not delivered
Bulbs not delivered. And still haven't been.
I do not do social media and it is wrong of you to demand that I do.
Order no: PHGB9000650862
14/01/2025: Still nothing. Disgusting.
16 December 2025
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.
I have been waiting for my refund since…
I have been waiting for my refund since November and I have been given nothing but excuses. This is unacceptable and feels like I’m being ripped off. This delay is unacceptable and I expect my refund to be processed immediately. I would not recommend this company based on my experience.
29 November 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.
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