Terrible customer experience; the product set-up did not work; the AI chat bot has no idea and customer service is non existent Don’t buy this product
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terrible service- slow responses, responses where they clearly hadn't read the actual message. The watch broke (it wouldn't make or receive calls) and they were so dreadful about it. Avoid using the... See more
The support service is next to none existent. The website is perma-broken. The website continuously redirects you to other areas of the website in an endless circle of uselessness. The chat bot suppor... See more
Company replied
When trying to activate my Xplora watch, i hit some difficulties as i had purchased the watch in another country, than where i wanted to use it. I was put in touch with Saaid who is a Product Conn... See more
Company details
- Internet Shop
- Cell Phone Store
- Electronics Store
- Technical Service
- Telecommunications Equipment Supplier
- Telephone Company
Written by the company
Xplora er et trygt og prisvindende smartwatch til børn der sætter udvikling i fokus. Vi har fjernet al adgang til internettet og sociale medier, og har i stedet fokuseret på det, som er vigtigt for barnet – at holde kontakten med sine nærmeste.
Contact info
1.9
Poor
881 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 50% of negative reviews
Typically takes over 1 month to reply
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Speaker is compact, easy to use and cute for children
I bought the speaker for the Xplora watch for my child we use it all around the house not only with Xplora but with my Samsung phone. Compact easy to use and cute for children.
June 24, 2024
Reply from Xplora Danmark
Hi Helga!
Thank you for your feedback!
We're delighted to hear that you're enjoying the speaker for the Xplora watch and that it's versatile enough to be used with your Samsung phone as well.
It's great to know that you find it compact, easy to use, and cute for children.
If you have any questions or need further assistance, feel free to reach out.
Enjoy your music time!
Kind regards, Saaid Mahamed.
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No delivery date
Buy the product was easy nevertheless, I bought the product and I haven't receive a firm confirmation of the transaction including a delivery date.
April 6, 2024
Reply from Xplora Danmark
Hi Camilo,
We apologize for any inconvenience you have experienced in connection with your purchase experience with us. It is important for us to ensure that all our customers feel well-informed throughout the entire purchasing process.
To assist you better with this issue, we would like to ask you to send us your order details via our contact form so that we can investigate the matter further and ensure that everything is on the right track. We aim to ensure that you receive your order as quickly as possible.
Thank you for your feedback, and we look forward to solving this issue for you.
Best regards,
Caroline Jensen, Xplora
Good customer service.
Good customer service.
Very quick to answer, and polite.
March 4, 2024
Unprompted review
Reply from Xplora Danmark
Hi N M,
Thank you for you're positive feedback. It is very much appreciated!
We hope you dont hesitate to get back to ud with any uncertainties.
Best Regards Vera, Xplora
My daughter's watch stopped working…
My daughter's watch stopped working after 1,5 years. Staff workers were fast with helping it. They sent a new recharger for free right away.
It was really nice service 👍
January 16, 2024
Unprompted review
Reply from Xplora Danmark
Dear Alla,
Thank you for sharing your experience with us.
We appreciate your feedback and are pleased to hear that we were quick to assist you when your daughter's watch stopped working. Providing prompt and helpful service is a priority for us.
We're glad that we could address the issue by sending a new charger at no cost promptly. Our goal is to ensure our customers have a positive experience with our products and services.
If you ever encounter any further issues or have additional feedback, please don't hesitate to reach out to us. We value your satisfaction and are here to assist you.
Thank you for choosing our products and for taking the time to share your positive experience!
Best regards, Saaid Mahamed.
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Do not get trapped by this company
Unsubscribing to this is made almost impossible, which shows that this company's only interest is to bleed you for as long as they can, they offer no support, no value - stay away from them at all costs! They will continue to charge you and send extra penalties even if you don't use their sim anymore, to make money this way from what we had hoped was some safety for our children is disgusting.
January 3, 2024
Unprompted review
Reply from Xplora Danmark
Hi Dan,
We sincerely apologize for any inconvenience you've experienced, and we appreciate your feedback. We take customer concerns seriously, and we would like to address the issues you've raised.
Firstly, we want to assure you that our primary goal is to provide a service that is both valuable and user-friendly. We are sorry to hear that you found the process of unsubscribing challenging. We are actively working to improve this aspect of our service to make it more straightforward for our users.
Regarding support, we understand its importance, and we apologize if you felt let down. We are committed to enhancing our customer support channels to better assist users with any inquiries or issues they may encounter.
If you could provide more details about your specific situation, such as the challenges faced during the unsubscribing process, we would greatly appreciate it. This information will help us investigate and rectify the issues to ensure a smoother experience for all our users.
As for the concerns about ongoing charges, we would like to assure you that our billing practices are intended to be transparent and fair. We would appreciate the opportunity to investigate your account further to understand and resolve any discrepancies.
Please contact our customer support team through our contact form - https://support.xplora.com/hc/da/requests/new or on +45 70 71 50 75 with your account details so that we can address your concerns promptly.
Once again, we apologize for any frustration you've experienced, and we appreciate your feedback as it helps us improve our services. Thank you for bringing this to our attention.
Have a great weekend.
Kind regards,
Saaid Mahamed.
Sikker digital intro for børn
Super godt alternativ til mobiltelefonen og et smart værktøj til en sikker introduktion til den digitale verden, for dit barn
December 1, 2023
Unprompted review
Reply from Xplora Danmark
Hej Aynur,
Mange tak for den positive anmeldelse! Vi er glade for at høre, at du har fundet vores Xplora-ur som et super godt alternativ til mobiltelefonen og et smart værktøj til en sikker introduktion til den digitale verden for dit barn.
Vi arbejder hårdt på at skabe produkter, der giver forældre og børn en sikker og pålidelig digital oplevelse. Det er dejligt at få bekræftelse på, at vores indsats har gjort en positiv forskel for dig og dit barn.
Hvis der er noget specifikt, du ønsker at dele om din oplevelse med vores produkt, eller hvis der er områder, hvor vi kan forbedre os yderligere, hører vi gerne fra dig. Vi værdsætter din støtte og ser frem til at fortsætte med at levere produkter, der opfylder dine behov og forventninger.
Tak igen for din anmeldelse og tillid til vores produkt!
God weekend!
Kh, Saaid Mahamed.
Xpolora worst service in europe
I have ever had worst experience in elgiganten ostergrade store located in copenhagen. I bought Xplora XGO3 a smart watch for my kid and after a only week its plastic strap was ruptured and broken. I went to the Copenhagen elgiganten store to start warranty condition. They sent the watch to elcare/xplora and I waited almost 3 weeks for any news from elgiganten. After three weeks they informed me that the watch was out of warranty due to the water damage even I did not request the watch to be repaired for water damage. They are apparantly lying about the watch because no water damage exist. It is very very disapponting. I will never purchase anything from elgiganten nor xplora.
December 22, 2023
Unprompted review
Reply from Xplora Danmark
Hi Yalcin,
Xplora sincerely apologizes for the challenges you've encountered with your XGO3 watch purchased from Elgiganten. It is important for us to emphasize that the service experience you received and the policies and terms at Elgiganten do not reflect Xplora's standards for customer service, as you experienced the service at Elgiganten, one of our retailers.
It is unfortunate that the watch was reported as out of warranty due to alleged water damage, especially when you did not request repairs for water damage. We understand how frustrating this must be, that Elgiganten's service partner, Elcare Nordic, reported the watch as out of warranty.
When purchasing a product through a retailer, it's important to understand that the retailer has its own rules and policies regarding warranties, returns, and service. These rules may vary from one retailer to another, and they may have their own procedures for handling complaints, service issues, etc.
I am sorry to hear about your experience with the purchase from Elgiganten. You are very welcome to contact Xplora's customer service, so we can try to find a solution.
Best regards,
Caroline Jensen from Xplora
My son loves it
My son loves it! I think also that is very nice and practical.
However there are few things I don't like: the child doesn't have the option to write free messages. Only audio recordings, video and pre-written texts. It's also not possible to add text contacts even with the app only if the other people have the app. Same thing for the calls you can add them from the app but not on the smartwatch. Also there is no such as a flashlight where the screen turns white bright. Also there is no timer there is a stop watch but it slows down even stops the watch screen is off. So you can't say 5 minutes and set a timer. You also can't set a birthday memo in the calendar. Steps are also pretty broken since once my son wore it inside the house one day just playing on his computer and somehow got up to 7900 steps. Overall I can give 9 from 10 points.
July 17, 2023
Unprompted review
Reply from Xplora Danmark
Hi Liliana,
Thank you very much for your nice review.
We are happy to hear about your feedback on your son's watch.
With a subscription from Xplora, it allows the child to write free chat messages. It is correct that the watch can only send pre-installed messages, which is because the keyboard would be too small for the child to be able to write by himself.
Contacts cannot be added through the watch, as it is an important security for parents/guardians that the child is not contacted by strangers or Telemarketers. However, up to 50 contacts can be added.
In relation to the other things that you mention like flashlight, birthday memo and timer, this has something to do with the software, which are things we can eventually incorporate. We therefore welcome suggestions.
If your watch shows incorrect steps, it may be due to a technical error. It is therefore important that you update your watch with the latest firmware update. Should it turn out that the watch's pedometer is defective, we would really like to hear from you at kundeservice@xplora.dk or phone number: +45 70 71 50 75.
Have a great day!
Best regards,
Caroline Jensen
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Min søn er mega glad for sit ur fra…
Min søn er mega glad for sit ur fra Xplora.
Metal dimsen remmen er faldet af nogle gange, men vi har fået tilsendt 3 nye remme gratis.
Super god og hurtig service.
Kan varmt anbefales
June 16, 2023
Unprompted review
Reply from Xplora Danmark
Hej Simone,
Tak for din anmeldelse!
Det glæder mig at du er tilfreds med produktet og den service vi leverer.
Ønsker dig en god sommer!
Mvh Rasmus Borre
Xplora
A great choice if you want to have some…
A great choice if you want to have some oversight of where and what your child is up to. Highly recommend!!!
May 1, 2023
Unprompted review
Reply from Xplora Danmark
Hi Martin!
Thank you so much for the review, we really appreciate it!
We are happy to hear that you enjoy the product and thanks for the recommendation!
Remember you can always reach us, if you have an inquiry of any kind :-)
Have a great day!
The product is fantastic and allows for…
The product is fantastic and allows for easy tracking of my child. When I first had issues with shipping customer services gave me quick and easy assistants (they offered customer service in English upon request). Highly recommend to all parents.
May 2, 2023
Unprompted review
Reply from Xplora Danmark
Hi Guleed,
Thank you very much for your review!
We are glad to hear that you enjoy both the product and service!
Remember you can always chat with us or call us, if you have any inquiries in your prefered language :-D
Have a great day.
Kind regards, Saaid.
Excellent customer service
Excellent customer service over the last couple of months, each issue solved easily. Very helpful representatives , that really want to help you. Thank you for that!
GPS tracking is lacking, not very accurate and does not refresh often, have to manually do it.
January 24, 2023
Unprompted review
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Very good ☺️☺️☺️
November 30, 2022
Unprompted review
Reply from Xplora Danmark
Hi Najlaa,
Thank you so much for the nice review!
I hope you have been satisfied with our services and products and if you have anything you need assistance with please write to me at kundeservice@xplora.dk.
Merry Christmas and Happy New Year to you and your family!
Excellent customer service
Had to send my son’s Xplora 2 watch for repair. I was surprised with the rapid reply and effective process from raising the issue to sending the watch back and getting a new replacement.
Really great experience.
October 26, 2022
Unprompted review
Reply from Xplora Danmark
Hi Ronnie,
I am very pleased and satisfied to read your review and I am happy to see that you were satisfied with the whole experience.
Remember - you can always write to me on mail as you did earlier if you have any questions or need help with anything.
Have a great day!
Good service
June 26, 2022
Unprompted review
Reply from Xplora Danmark
Hej Abdi,
Jeg er rigtig glad for at du er tilfreds med den service du har modtaget! Hele vores organisation er opbygget på god kundeservice, så vi er glad for at du har fået den service du fortjener :-)
Hilsen Saaid.
Super god service 🙏
February 3, 2022
Unprompted review
Reply from Xplora Danmark
Hej Marie
Tusind tak for din fine anmeldelse. 😊
Vi er glade for, at vi i kundeservice kunne være der for dig.
Vi ønsker dig en rigtig skøn weekend.
De bedste hilsner
Team Xplora 👣 / /Camilla
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Absolutely waste of money- no customer service
Absolutely waste of money. Smart watch Xgo2 doesn’t do what it suppose to do.
TRACKING OF KID GPS-not working
CALL- almost every time I call my kid it doesn’t work.
SIM CARD- few times it goes out position inside the phone and get an error message.
SO BIG AND SO USELESS.
CUSTOMER SERVICE- can’t call no one/ sent 2 email for help…received reply that they could not help because one was looking after UK area and the other one somewhere else.
Is this how xplora rip off customer?
I am so disappointed ..kid Christmas gift!!! Amazing!!
January 11, 2022
Unprompted review
Reply from Xplora Danmark
Hi Christian
Thank you very much for your review.
Customer service in Denmark is available Monday to Friday from 9 am to 4 pm every day.
We can be contacted by email - Kundeservice@xplora.dk and phone +45 70 71 50 75
Customer service always responds to its emails and preferably quickly. If your email has not reached the Danish department, I think you should try again so we can get it resolved.
I know customer service is ready to help you.
I'm sorry many times that the watch has not lived up to your expectations, but I'm sure we'll probably get it fixed.
We hope to hear from you.
Really good day.
The best greetings
Team Xplora // Camilla👣
Xplora sucks!
Xplora sucks!
This morning I went to a meeting shortly after the kid left home for school (yes the school is open for daytime care during the autumn break). Because it was autumn break so I turned off the school mode from my phone. After the kid left home I even sent her some messages, and it did not show that the messages were not delivered because of school mode. So I was confirmed that the school mode was off and she could call and receive messages and calls normally.
But guess what? It was still school mode on the watch!
When she got school, there was some incident and she had to come home again. So she came back, tried to ring the doorbell but no one was home, and tried to call me but the "smart" watch showed school mode and no call could be made. She sat outside the door in the cold wind for one hour. It was so lucky that there was a colleague of mine who lived close to me and was also going to the meeting. And it was so lucky that my colleague took the path by my building and found her. So my colleague took my daughter to me. When she saw me she was so sad and scared and burst into tears.
Who as a parent in this situation would not be scared and think about the possible consequences?! What if my colleague did not find her? The best could only be her sitting in the cold wind for a whole day and get sick and traumatized after this day. What about the worst? What if she was took away by some dangerous people?
Xplora sucks! The function you have promised do not work at all!
October 19, 2021
Unprompted review
Reply from Xplora Danmark
Hi Helen
I'm so sorry to read your review, especially that your daughter has been sitting outside without being able to get in touch with you.😞 It is far from ok and certainly not something we have experienced before that school mode does not work.
I hope school mode works now.
You are very welcome to contact customer service when you experience problems. I know they can help you through as soon as possible.
You can contact customer service at kundeservice@xplora.dk
Phone: +45 70 71 50 75
I wish you the best day.🌸
The best greetings
Team Xplora// Camilla👣
Been sent two faulty watches
Been sent two faulty watches. Spent literally days trying to troubleshoot via email exchange from xplora. I’m now trying to return the second faulty watch they sent me and the are now refusing to respond to my emails. DON’T BUY THESE WATCHES. Sarita
September 10, 2021
Unprompted review
Reply from Xplora Danmark
Hi Sarita,
Thank you for leaving a review, despite the sad experience you have had with us! It sounds like you have been exstreamly unlucky here - and we trully appologize for this. 🙏
Please contact your local market or write to us at kundeservice@xplora.dk or call +45 70 71 50 75 - and we will try to help you in any way we can!
Best,
Amalie
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