OnePlus Reviews 3,459

Fold phone broke without doing anything after barely any use, should not be allowed to sell products like this if this happens, repair would cost £700

I am giving one star as this is the lowest possible status. OnePlus customer service does not warrant such a high level.
I ordered and paid for my device a week ago. Delivery is due today. Yesterday I contacted them to query why the order status remains "processing" as it should have been dispatched. It appears that OnePlus have not actioned my order, despite receiving the funds, and are now "investigating" why it has not been dispatched. The customer care representatives are unfailingly upbeat, but after 24 hours of investigation the best they can offer me as an explanation is that they don't know what has gone wrong and will continue to investigate. They feel it "not guaranteed" I will receive my device today as promised as they have not processed the order yet. This is utterly unacceptable. I have asked for a call from a senior manager who can arrange delivery of my device, or who can expedite a refund.
It is a long time since I have encountered such a disregard for customer service. At this point I despair of ever seeing my tablet or my money again.

What used to be a company that valued the input of their customers has now just become a bunch of money grabbers.
The customer service team do not care and provide no support. Even went to complaints and despite telling them of the difficulties I faced and the effect it had on my mental health they had the cheek to wish my a good day!
Went back and forth for days only to be offered an insulting £30 voucher.
Took no effort to recognise my trauma or compensate me accordingly. Was lied to and when challenged chose to ignore acknowledging or even speaking about it.

I have a vertical green line issue with my Oneplus 8T. They said I am eligible for a free screen replacement but I need a proof of purchase. The phone was given to me as a gift and i don't have a proof of purchase. If its a phone that's come out of your factory, it's your responsibility to fix it regardless of whether i have a proof of purchase or not. Also, I got told all my data will be wiped during the screen replacement. Why? I would understand if it was a logic board issue, but its a standard screen replacement... Why are you making your customer's life difficult? I've been using Oneplus from the 3T. This is the last.

Old device returned for trade-in in great condition, offered lowest possible trade-in price for it. I rejected and complained to OnePlus. I got the standard stock answer about being a customer centric company and that the partner THEY have chosen is outside their area of responsibility.

Unfortunately, I waited longer than 30 days to pay the 27 euros for the device to be returned to be quoted some obscure T&C that the 30 day deadline to collect the device has expired without compensation to me.

I will never purchase a OnePlus device after this experience.

Great products, awful software support. Key feature that was advertised with their OnePlus Watch 3 is broken.
I have sent them quite detailed bug report and talked about it on their forum with bunch of other people as it's broken for everyone. They didn't acknowledge the email, neither did their forum posts and the bug remains unresolved.

The day after I bought my phone they launched a new special where you get to watch for $100. According to them like they have protections for 15 days for any new bundles or sales. So I called them to try to bundle on the watch and they say well no you need to return the phone. So I ended up buying another phone with the watch bundle a charger and a case for $1,400. Meanwhile the brand new phone scratched in my pocket with normal use unlike my Samsung ever did. So now the first phone is unreturnable. They refuse to take back the second brand new phone I have as a replacement for the first order. They say all the IMEI number is different. Who cares it's a brand new OnePlus phone I literally just bought from you can't you just sub it in. Nope they would rather lose a customer forever and $400 and get a bad review. Can't understand the Indian at the call center that was absolutely useless. Overall this has been a terrible experience. Their s***** phone scratched right away they gave me the runaround. Made me float 2500 on their trust me bro return. Just to have it scratch immediately. When they say they would honor if they released a lower price or bundle within 15 days on their website. Just waiting for them to deny my return of a completely sealed new inbox phone and to have to do a chargeback because the way things have went I can only assume that's the way it's going to go.

Good products but over-priced for the quality of the tech, so you rely on discounts such as for students. But they have reduced the student discount to 5% and that's much less than other providers such as Samsung. The trade-in programme is with an external supplier and it is worth reading the reviews on that - doesn't sound good!

And interesting that their response to this review just send you round in circles, as if we've not contacted customer services to date. Really frustrating.

Same experience for me. I really liked OnePlus phones and devices and each time have upgraded and returned the old phone for trade in. Also got OnePlus phones for my kids. Then on the last trade in, I got told the phone didn't switch on, which it did when I put it in the post. Then I read the reviews and realised that I was not alone. I'm not giving OnePlus a one star review, they get an extra star as they make good stuff at good value. But the experience with trade in has not been a good one. Personally, I think that if the trade in company is set when buying a phone, the experience is also linked. I expect to get a generic reply from OnePlus, I wonder if they think this is just a problem with a few customers sending in broken phones. Oh well.

I can pretty much guess the exact response to this post will be:

"Hello dear customer,
Thank you for taking the time to provide us with your valuable feedback.
As a customer-oriented company, we always appreciate suggestions and feedback from our customers. I am sorry to hear that you are having issues with trade-in process.
Please consider contacting OnePlus Customer Support through the link below in order for us to further look into this issue.
Make sure to select your country's support so you are shown the correct queue and repair centers to get the assistance you need.
Have a lovely week :)"

Edit 15th May 2025: so it looks like I was incorrect. I wonder if they put automated comments up as it looks like they couldn't be bothered to read all of my review :)

Trade in my open which had no faults and minor blemish where the charger cable scratched around the port. Other than this screen protected and cased all the time and no other marks what so ever, nothing wrong with screen display or audio etc and due to "showing signs of minor use" reduced offer. Who is trading phones not used at all as I would buy them all if they are 70% cheaper. Will never use the OnePlus trade in again as this is the second time they have done this and iv had 5 devices so far from OnePlus and loved them. Very disappointed.

Reply from customer service as instructed to contact them: Larry 05/08/2025 08:02 AM
Dear Jason,

I hope this email meets you well.

My name is Larry from OnePlus customer support English channel and I would be taking over your case in order to assist you to the best of my ability.

I sincerely apologies for the inconvenience faced regarding your trade in process.

More so, I would kindly inform you that OnePlus only stands as an intermediary between customers and World Business as World Business is the sole proprietor of the trade in process and resolution.

Also, I would kindly inform you that, I would forward your observation/feedback about trade in procedure to the higher department, in order for them to take note of the situation.

It was a pleasure assisting you, regarding your issue. Your perspective is valuable to us. We encourage you to take a moment to share your thoughts and experiences in our survey. Your insights help us understand your needs better and ensure we're providing the best support possible.

Trade in partner is a scam. Perfectly fine device dropped from €200 to €66 then they charge you €27 to get the phone back when you reject. Refuse to acknowledge that they've made up the issue. Evidence provided of the "evidence of use" negligible. It's all over reddit and this page.

How oneplus, a reputable company, have decided to enter into a partnership with genuine scammers and throwing their customers to the wolves is baffling. A shame as the hardware is good but will never be buying again if this is how little they think of their customers.

Trade in program appears to be a scam. Having previously and successfully bought 6 OnePlus phones (and traded in many of them), their ‘new’ outsourced trade in partner refuses to release any monies because, for the sole reason, (apparently) I stated the wrong IMEI number. I didn’t, but even if I did.. so what!

I expect the only response I will get from OnePlus is an automated message to contact them. FYI, I’ve already done so.

Do not purchase from them. You are basically blind-buying a phone that you will automatically be committed to, as their return policy is a scam. I've been told multiple lies and passed around to different customer service agents for 4 months at this point, just to get a refund on a $600 phone I purchased and returned brand new.
They outsource their trade-in partners and do not communicate with them, treating them as if they're a separate company to remove their own liability. If you buy from them and you don't like the phone, you will lose money. This is from someone who has used OnePlus phones for 5+ years and will now be switching because of their God awful customer service.

EDIT PER RESPONSE: Crazy that they're linking me to their customer service, after just saying that I've been passed around by their customer service for 4 months. I'm STILL talking to their "highest" complaint team back and forth almost every day (#NeverSettle).

And yes, I've tried their chat and phone customer service as well. LiveChat told me to keep emailing and phone told me to do the same (all while I could hear them watching TV in the background, raising their voice at me, continuously interrupting me, and hanging up on me).

You can tell that they don't care about their customers by the copy-pasted "customer-oriented" response that they've replied to every person below.

Purchased a OP12 after having owned 3 previous models. Within a few hours it became apparent that the fingerprint reader was useless and kept locking me out of my banking apps. I tried all the fixes suggested from support, however no improvement. I was asked to send the phone back, however this is impossible as i need a phone and, i wouldn't have anything to clone. I have over 17 e mails with "support" and numerous chats, always with the same answer. We will "escalate, high priority, etc etc etc" Last response was 48 hours ago and when i ask, all i hear is "we will allocate to someone else". I made a very simple proposal, provide a discount for a OP13, which i will order and then clone, then sell the OP12 or return(as i'm not out of the 1 month period) No response, nada. If this is how OP do their business now and treat their regular customers with disregard, then it isn't the brand it used to be.

I ordered a new phone. Arrived quicker than expected so thats good. It had the CE Europe Label on the side which was not present in any marketing material or reviewers which is a bit ugly but doesen't bother me too much.

I had a issue where the price of the product fell by 40€ just a day after setting the order and it beeing shipped. So I used their whatsapp live chat. I got assistance fairly quickly and they took a look at it. Sadly they only checked the price difference between the purchase and the current new full price. Instead of comparing the student discount version with the same current student discount version.

So now I have to send the whole device back in my 14 day withdrawal period and buy the exact same thing new to get at the 40€ difference (minus shipping) which does seem a bit wasteful.

However the support was fast and friendly so 3 Stars for that. No long AI chat bots or waiting times etc. German support was currently out of order so I had to do it in englisch but the responces I got were in good englisch.

Second experience that is not related to the new purchase but with oneplus mail support: I had a issue linking a old device to the red cable club. I got a answer within a few hours where they asked for more information that I provided. 1-2 Hours later I got another mail telling me I have been forwarded to their europe devision. And the next morning the europe devision told me that my phone was to old to be linked. Mails however were very friendly and I personally can understand why they couldn't help me here as the phone was already very old.

Overall I would have given 5 Stars if the discount had been properly checked between student discount and student discount version. Because that was not the case 3 Stars.

"DO NOT, I REPEAT DO NOT "fall for the scam that is the one plus trade in scheme.Absolute joke,I sent off my Galaxy tab s lite which was working perfectly only to get an email of an Italian subsidiary website.(Mondoaffairiweb.ie) to say that the tablet has no s pen which I never used since I bought the tablet and was never asked for,also that the screen was defective,I was originally offered €129 for the tablet,and that to have the tablet back I was to pay them €27 for the privilege.I mean the whole point of the program is to at least offer some sort of price if the product was defective, which it was not.Also the whole trade in process compared to Samsung,Google etc took way way to long to do.I have bought one plus products for the past few years and I have loved them,but this experience has left me absolutely livid.This is it for me,once bitten an all.There will be no more one plus products for me or my family in the future,back to the old reliables(Samsung,Google)😡

I bought ONEPLUS 13 recently and for a phone that expensive, should have had a strong up to date screen. It has a little scratch on it now that doesn't go away. I have put it away from keys and always with care. Even my previous 300 euro Xiaomi had a better screen. OnePLUS 13 didn't even have a superficial screen protector.
When I bought ONePLUS in January on the official website there was not even a tempered glass option to buy it, but recently I see that option. I bought a wireless charger which was the most useless noisy inconvenient charger I have ever seen, and they didn't accept to return it back anymore.

OnePlus service is gorgeous

I used to be a big fan of OnePlus but lately it seems more like a scam.
I don't receive the promised android 15 update and didn't had a single security update since December which makes the phone kinda useless.
Sad that it happens with a usually good company, I won't buy any OnePlus products anymore considering the cost and no update safety

One of the best phone I have ever had Nord 7.
Customer support really good and professional.