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
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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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Great products - Non-existent Support
Great products (I’ve got over 60), but their customer service has gone from being awesome a few years ago, with quick responses and easy conversations with knowledgable people; to pretty much being non-existent now. I’ve resorted to returning my latest purchase where I was planning to move all my security (door bell, CCTV etc) into the Hue ecosystem. How can I trust Phillip Hue with my security if I can’t even trust them to deal with a defective fitting on a new device.
January 20, 2026
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for reaching out and leaving us a review about this. We're sorry to hear you've had this bad experience with our products and the advice given to you. The behavior of our cameras should normally be good and stable, not as we are reading from you, we really apologize for this bad experience.
May we ask you to DM our social media support colleagues (mentioning your support ticket number and/or order reference) on any of our channels (X, Instagram, Facebook) - they will look into your case and see how they can find a suitable solution as soon as possible.
However, we will appreciate any feedback on product performance and customer support improvements needed. We are always looking into improving our product performance, support and adequate solutions for a better experience.
In any case, thanks for letting us know here.
Philips Hue Support Team.
I was able to find what I was looking…
I was able to find what I was looking for quickly and easily and it shipped quickly.
January 20, 2026
Decent sale but consistently delayed…
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.
January 19, 2026
Almost impossible to speak to someone about my order
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 in 3 days but it took 13!
January 19, 2026
Delivery times very poor
From ordering to receiving was far too long. Should have been 2-3 days, it took 26 days.
January 19, 2026
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 delivery process. 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 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.
DO NOT BUY FROM PHILIPS HUE
If i could give Philips hue minus stars that would still be too many. I have been trying to get a refund for two lamps from Phillips hue for over a month now. One lamp was never delivered. The second was delivered and returned to Phillips. Every time I call I get told the same thing, that they will send an email to escalate this. I have been calling on a daily basis and still no refund. It seems no one knows what they’re doing there and one lady admitted to me everything‘s been handled incorrectly. But all she can do is send yet another email to escalate. I would definitely not recommend buying from Philips Hue. If you actually want to purchase a Philips Hue product I would suggest you find it somewhere else.
December 22, 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.
No switches available for months
No switches available for months. No point buying lamps if you can’t switch them on, or off.
January 19, 2026
Reply from philips-hue.com
Hi there,
Thank you for taking the time to let us know about your experience with our products and support. We sincerely apologize that the service you received was not up to your standards. Unfortunately, based on the information you shared here on Trustpilot, we have not been able to find your case in the system. As we are unable to locate your support ticket, we are unable to comment further.
We kindly ask you to contact our colleagues on one of our social media platforms ( Instagram, Facebook, Twitter /X) for Philips Hue. Could you please share 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.
The Philips Hue support team.
Customer service / help desk had no…
Customer service / help desk had no clue what they were talking about, could not help in any way (including updating a single letter in an email address), repeatedly gave me contradicting information and would not let me speak to another person just saying they are busy but i have spoken to my college next to me who knows more than I do. 50 minutes on a call and the only thing they could say was call back again in a day or two. Philips Hue - save yourself some money by not having a help function as it does not work or improve it and support the customers that pay a premium for your products.
January 17, 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.
Order delivered more than two weeks…
Order delivered more than two weeks after I purchased
The table lamp was scratched
January 14, 2026
Nonexistent customer service
So many of these bad reviews have the same stupid response from Philips. I'm including my order number PHUS15001840056 and reference ticket number 6664346 so they can can't just reply "we have no way to find a record of your situation." It's absurd that I should have to message using social media for customer service. I first reached out about a return on 12/23/25 and okay it was the holidays but had to message again on 12/28, 12/29, and 12/30 and finally received response and a label on 12/30. I shipped the return on 1/6 and have delivery confirmation 1/9 and replied to customer service that I'd shipped it, on 1/14 finally I got a reply of "Hi! I'm sorry but, I do not understand, you haven't sent any items to us yet?" I'm now going to have to dispute with my credit card company. This is ridiculous. How are they running a company this way?? Just order on Amazon!!
December 23, 2025
Unprompted review
Reply from philips-hue.com
Hi there,
Thank you for providing those specific details. It is completely understandable why you’re frustrated. A timeline like the one you’ve described, especially with the conflicting messages about your shipment, is not the experience anyone should have when trying to complete a return.
We hear your concerns about the communication gaps, and we want to ensure this is resolved for you. We would strongly encourage you to check your original payment method or keep an eye out for a confirmation email today. These processes often finalize in the background just as frustrations peak.
Your feedback regarding the support process is being shared directly with our management teams. We value the fact that you’ve stuck with us through this, and we’re committed to making sure the final step of this journey is handled correctly.
Philips Hue Support Team.
Customer service is nonexistent
Customer service is nonexistent. I've had to communicate through Facebook messenger barely receiving any responses. I'm trying to process a return and it's been weeks and the package was received and I've heard nothing and no one responds to my messages. Next step I will need to dispute with my credit card.
December 19, 2025
Reply from philips-hue.com
Hi there,
I am sincerely sorry for the delay and the lack of communication you’ve experienced while waiting for your return to be finalized. It is completely understandable that you’d feel the need to take further action when you haven't received a status update after several weeks.
Please send our colleagues at Social Media a quick Direct Message (DM) on Facebook with your Order ID? They will be more than glad to provide you with updates regarding your refund and ensure everything is settled to your satisfaction .
We value your patience and truly appreciate the chance to make this right.
Philips Hue Support Team.
Shipping times far longer than quoted
Shipping times far longer than quoted. Tracking useless. Wish I had ordered from Amazon.
January 15, 2026
Reply from philips-hue.com
Hi there,
I’m sorry to hear that your experience with our shipping and tracking has been so frustrating. We know that when you order directly from us, you expect a smooth and transparent process, and it’s clear we’ve missed the mark for you this time.
Waiting for a delivery without reliable tracking updates is incredibly inconvenient. We’d like to look into exactly what happened with your shipment and provide you with the most up-to-date information available.
If you haven't already, please send a direct message (DM) to our social media support team on X, Instagram, or Facebook with your order number. They will be able to investigate the delay and help get things back on track for you.
Thank you for your patience, and we hope to turn this experience around.
Philips Hue Support Team.
The box came smashed and cut open as if…
The box came smashed and cut open as if it was used/returned and not properly re-packaged. So disappointing after looking forward to purchasing the lamp and saving up for it. When I reached out with photos of the condition, they simply told me to return it. No resolution.
January 13, 2026
Reply from philips-hue.com
Hi there,
Thank you for bringing this to our attention. I am very sorry to hear that your lamp arrived in such poor condition, especially after you had been looking forward to adding it to your home. We know it’s a big disappointment when a purchase you’ve planned for doesn't arrive as expected.
We want to make sure you receive your product in the premium condition it’s meant to be in. 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 and, if possible, a photo of the packaging. Our team will be happy to look into this and help get this sorted out for you.
We appreciate your patience and want to make sure we make this right.
Philips Hue Support Team.
unable to return faulty bulb!!
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 promised.
Also, very difficult to figure out how to get ahold of a person to complete the process.
January 14, 2026
I would have loved to give a better…
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.
January 13, 2026
When it works it's great
When it works it's great. However, I have a problem to connect to the Hue to control the lights. My WiFi connection is working well!
January 14, 2026
Product is really good
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 yourselves I would look at this.
January 14, 2026
Expensive but definitely one of the better quality LED bulbs out there.
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 now and do reduce power consumption, the one's we've gotten historically are a bit harsher no matter what warmth it's at. The ones we've gotten from Philips Hue collection are really soft and has a range of colors so that when you're operating multi-bulb lamps, you choose different lightscapes that are beautiful. The app is easy to use although individually switching bulbs on and off can be tedious depending on your set-up. Dimmable, and bright if needed!
January 12, 2026
Issue solved
Issue solved!
Less than a week old, the 3 of the 10 spots are not giving the selected color. Instead they turn green
January 13, 2026
Reply from philips-hue.com
Hi there,
Thank you for reaching out. I’m very sorry to hear that three of your new spots aren't displaying the colors you are selecting. When you’ve just installed a new setup, you expect every light to be perfect, so I can certainly understand your disappointment.
Since these are less than a week old, we want to make sure we get this sorted out for you. While it could be a simple scene configuration issue, we want to ensure you have fully functional products.
Please send us a direct message (DM) on X, Instagram, or Facebook. Our team can walk you through the proper scene configuration and a quick reset to see if that resolves the green tint, and if not, we can guide you through the replacement process right away.
We look forward to helping you get your setup looking exactly the way it should.
Philips Hue Support Team
Very satisfied with the products
Very satisfied with the products. Shipping took a little longer than expected.
January 13, 2026
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