X-Sense Reviews 206

I had a problem with my smoke alarm, so I contacted X-Sense support via email and Facebook. I received a very quick response via both channels with instructions on how to resolve the issue. I would like to thank Kris and Shura from customer support who helped me resolve the issue. Many thanks!

One of my 3 sensors has a default. They send me one spare quickly. Thanks Shura

I had a problem with the batterie in my co2 Warner and got instantly very friendly and helpful answer. Thank you very much!!!

Great product at a very reasonable cost. Liked it so much I went back and purchased a heat sensor and base station. Excellent customer service that answers questions fully and in detail. Highly recommended.

First off, my whole return fiasco could have been avoided if the products had clear naming differences. SC07-W and SC07-MR are not interchangeable and don't communicate the same. When searching for what i wanted (a combination CO/Smoke alarm system that notifies us via the smartphone app if something is wrong while we are away) I found the SC07 (MR at least) did that. We needed 7 detectors, so, as I looked through the current deals, I found the six pack of SC07(-W) and they were offering a free line powered (We had a current location that was 115vac powered) additional unit with purchase so I added that to my cart and then the homebase to facilitate app control. these were shipped in three different shipments... because of transposing numbers in our zip code, two of the items were taking a great deal of time to be delivered, so i contacted customer service for assistance. Customer assistance could offer no help beyond telling me what i could already see in tracking information but, after a lot of back and forth trying to get it straightened out, I was told that the home base was not compatible with the units i had ordered (SC07"-W") and, in order to have app control i would need to re-order the complement of SC07-MR's instead. So, at additional expense, we spent ANOTHER $250 to order the correct detectors and, when the original incorrect units finally arrived, I had to re-package them together and pay an ADDITIONAL $38 to have them shipped back to X-Sense as they said it was my fault for getting the wrong units so i had to pay the shipping. I also had to send multiple e-mails back and forth to customer service before i could get return information... There was one where they wanted to check to see if my (unopened, some not even received yet) items met their return criteria. and then separate ones where i had to provide pictures of the unopened items. Each correspondence for me was same day reply but they took an average of FOUR to FIVE days to respond to each e-mail. I finally was able to ship them (At my own expense) back to the company on Feb 7. On MARCH 25th I realized we had not heard anything about our return and had not received our refund, so i called the company and emailed them as well. Via phone they said they would process the refund and send confirmation the following day. The following day I received an email saying they cannot process the refund because they have not received shipping/tracking information for my return and have no idea where the return is and that i would have to provide my tracking information before they could process the return. I immediately looked it up and found that the return had been delivered to the address requested with the RMA # exactly how they had asked in the email on FEBURARY 13TH. I sent this information to customer support and they proceeded to tell me, finally, that i should watch my account for a refund in the next 3-5 days.

In the days of Amazon and returns being the easiest they've been in history, i feel like i was put through the ringer and made to do all the leg work on a return that should have been easy, quick, and straight forwarded with any other company. Like they were trying to make every effort possible to not give me a refund for a product that would have been necessary if their products were differentiated appropriately or their service people where equipped to be helpful on par with the rest of the industry.

For a product that you kind of have to trust that it's doing its job and will be ready to work appropriately at the right time in order to keep your family safe, the dealings with the company don't give me that vibe at all. I continue to run tests with the alarms i did receive and wonder if i should switch to a larger, more reputable brand of smart CO2/smoke detectors like ring, First Alert, Kidde, etc.

I operate three rental locations and a detached garage on one property. This product is excellent. Everything works as it should. Setup was easy and connectivity instant. The alerts are great. I have had tenants set the alarm off cooking, showering and melting wax which triggered alarms. I was notified instantly and able to call the renters to verify a problem. We had an actual fire last year where teens were playing with a lighter and lit curtains on fire by accident. Response was instant and disaster averted. When someone takes one offline, I know instantly.
Highly recommend.

Customer service was quick to respond to my emails and made returning my purchased items for a full refund very easy.

Horrible return policy , refused to refund for the wrong order sent.Beware. I even paid to replace them with the correct order expecting them to send prepaid ticket but they refused .They were removed from our vender list and we will never use them again.It will ultimetely cost them Thousands in business.

Quickly filled order. I ordered without discount, and after I found discount they retroactively applied the discount. The person I dealt with was Kris, they were very kind and patient.

X-Sense Combination Smoke and Carbon Monoxide Alarm XPOA-MR

False Smoke Alarm on 20 January 2026 (Continued after re-inserting battery)

Telephoned X-Sense support (08) 808 501 5078 (UK) on 20 January 2026. I was instructed to send a video showing the fault. Sent by email 20 January 2026

No reply to my email or contact from X-Sense support after 8 days

Sent another email on 27 January 2026, no reply

Telephoned X-Sense Support (2nd call) on 04 February 2026, I was told it would be escalated to Technical Support

After 35 days from first contact, telephoned X-Sense Support 23 February 2026 (3rd call), I was informed that the Technical Support Team is in China and they have been on 2 weeks vacation and they would send another email to the Technical Support Team.

I am disappointed after putting my trust in the X-Sense brand and spending £731,17 (Sterling UK GBP) in 2025 on their products. This is the support outlined

At the time of writing this review 03 March 2026, it is now 43 days (SIX WEEKS), and I have still not received any contact from X-Sense Technical Support

If you read this review X-Sense, please check your Customer Service/Technical Support database to confirm that the above timeline is a true record

Update

Received email from X-Sense dated 05 March 2026, to resolve the issue and send a replacement device

12 March 2026, received replacement X-Sense Combination Smoke and Carbon Monoxide Alarm XPOA-MR

Products are amazing. Interlinked smoke, heat and CO2. All integrated through the base station to Home Assistant using an integration but now I believe also available directly through MQTT hopefully providing local control.

I purchased smoke detectors with voice alerts July 2025. The units test as being fine. However, when my house filled with smoke - none of them went off. I tested again and all still say they are fine. So, I have been under the guise of protection only. I contacted the manufacturer on Feb. 2, only to get a case number and an estimate of a 1 week response (not ok). It has been 2 weeks without a response. Now when I try to contact them, it says they are on vacation. Also, I just learned that his product is no longer offered on Amazon due to expired UL certifications. I do not recommend doing business with this company.

If I could give zero stars I would. I ordered the 3pack CO and Smoke alarm combo. I realized the same day that I would not end up needing the order. I emailed twice and did not hear anything back by the next day. I then called and was assured the order would be canceled. At this point no shipping had been initiated. About a week later a box shows up with my order. I call customer service again to find out why this product was sent. They said it was a mistake and that they would be able to send me a return label via email. I thought everything would be good from there no problem. They are now retracting that last part and trying to now make me pay for the return becuase that is their return policy if it was not due to damage or defect. Even though this is not my fault and I was already told i would get a return label. Absolute garbage customer service. I am awaiting to hear back from my response to that email and if they rectify the issue I will change my review.

Absolutely terrible installation. Thew it away after trying to connect the bluetooth around 50 times. This happened with two devices, not just one. Low price vs. more high end alternatives confirms low quality tech.

Everything works really good! I have some false alarms, but that place that smoke alarm was at was a place that x-sense says that it could make false alarm ant recommend a heat sensor instead. I have now change that to a heat sensor.

My first combination alarm failed and began to create multiple false alarms after about five months of use. I purchased another alarm to replace it but that unit turned out to be a non-stand-alone/non-wifi unit. I asked the company if I could have a refund or replace the unit. They stated no, but they'd offer me a 30% discount. I declined in disappointment. Bottomline, these could be a great option but without good performance and customer service they are less than acceptable.

The support staff don't know how their safety critical products are supposed to work. I have the smart smoke alarms, but cannot verify the interlinked function is working with the base station or without the base station. Please review my emails to your support staff.

Absolutely appalling 'not bothered' attitude to safety.

*edit*

Why do you keep saying theoretically? Does it not work some of the times?

Ordered a home thermometer. Support from x-sense was very good. Thank you. Will order again with them next time.

I ordered the six pack smoke detectors (XS01-M) with hub during black Friday sale. One of the detectors was defective. After contacting customer service I was sent a replacement device within one week. Excellent service!

The team at x-sense was very helpful when I had issues fitting the new wireless smoke alarms over my old wired ones. Unfortunately there was no conversion kit available, however they were good at suggesting alternatives, and dealt with me very fairly. I really did want the new alarms as the tech and features were far better than the competition. In the future when they have a conversation kit, they will be my next alarm