Review Time
My screen broke, I tried to send it in for fixing. It took over 4 months to get a shipping label to send my phone in. Took over a month for OnePlus repair center to fix my phone. When it arrived after "repairs" the flash was damaged and does not work. OnePlus has been fighting with me about not sending out a temporary phone or replacement on something they broke. When asked about a temp or replacement OnePlus says to ask a friend for one.
Absolutely diabolical company to deal with. They seem to think they operate outside UK law when it comes to faults/refunds and to me tried to falsely claim product defects/faults need to be returned within 48 hours when UK consumer law is 30 days.They received my return a week ago and still no sign of any refund. Contacting customer service just gets you the usual "we'll escalate this" copy+paste answer.This is the first company I am actually going to formally report to trading standards, because nobody should have to deal with this and I'm worried somebody might actually fall for their lies when UK consumer law trumps any nonsense OnePlus claim
Trade-in is a total scam. Sent back a perfect condition phone for a supposedly €100 trade-in but was sent a photo showing "wear" which even when fully zoomed showed nothing at all. The phone has always been in a bumper case and always had a screen protector installed. Trade-in was revalued as €1. This will be my fourth and last OnePlus phone.As for the reply from customer services: very generic reply to try and show they care. They obviously don't and this isn't going to get me my €99. I've requested the phone back at a shipping cost of €27 and a foreign transaction fee of £6 but I'm going to do it just to stop their "partner" profiting out of this. Still a massive scam.
3,000+ customer feedback here and all the rating OnePlus have is 1.3 stars out of 5 stars? Don't buy anything from OnePlus because they have the worst after sales customer support.OnePlus delivered me an open box after charging me the full amount of $2120 CADEthan Maximus from CSSF team investigated and confirmed that, and asked me to return the open box and get my full refund back.Now they are not refunding me the full amount back as promised after I returned their device and the device was inspected and confirmed to be an excellent condition.I wish I could give them a zero star for delivering an open box instead of a brand new sealed box for which they had charged me the full amount originally. OnePlus customer support makes OnePlus look like the worst phone brand ever.I'm willing to edit this review to 5 stars if OnePlus cssf team takes a closer look at my case and honors the commitment they made with me.I'm sure OnePlus customer service can do much better than just harrassing their customers. If they can't, please provide me with an email of their higher support team that I can present my case to.-------------------------------------------Update 12 Sep 2024 -The (first) reply below from OnePlus could not be farther from truth. Believe it or not, this agent who's alias name is Jack Russell, has the audacity to send me a private email to silence me by asking me to not post anything about my case here on TrustPilot OnePlus page.For the current and future OnePlus customers reading this post, I am inviting this agent writing this meaningless apology below to confirm the date the refund was processed and what was the total refund amount?It's unbelievable to notice that all feedback posts here have one thing in common - the ongoing trend of telling lies and intimidation by OnePlus CSSF Team agents and that is very disturbing to say the least.Something needs to change or else this OnePlus TrustPilot Page needs to be made viral and so much highlighted that every new prospective OnePlus customer should be able to access this page and read the horrible customer service experiences before they make any purchase from OnePlus.It's baffling to see that a world class company like OnePlus continues to offer such poor customer service that after more than 3,000+ customer feedback and all the rating they have is 1.3 stars out of 5 stars.This speaks volumes how seriously OnePlus company takes its clients feedback.
I was going to order the new Oneplus Buds 3 Pro but received a message and then confirmed from the support that they do not deliver their products to a large city in the middle of Sweden. Have ordered many times before, most recently last winter when I ordered a Oneplus 12. Have had Oneplus for many years but after this I will never order from them again. Extremely disappointed.
I have been a customer for OnePlus for a very long time. I have had the 5,6, 7t and the 9pro. I have also bought the OnePlus buds pro and have kept them in mint condition. The earphones still work fine but the right one disconnects even if it’s at full battery. I’ve explained this issue to OnePlus over a week ago and I’ve still not heard a response. The person in the live chat has said he had escalated the problem but I’ve still not heard anything and furthermore the spelling for the person in the live chat was completely unprofessional. I used to tell everyone to buy a OnePlus now I’m telling them to stay away. No one seems to help. Gone downhill in recent yearsUpdate22nd August I have ask for an update still not heard anything
For years, I've been a loyal OnePlus user. From the OnePlus 5's impressive build quality to the latest OnePlus 12, I've always appreciated their phones' sleek design and powerful specs. In fact, after exploring various brands with their fair share of issues (heating, software problems), the OnePlus 12 felt like a breath of fresh air.However, my affair with OnePlus has come to a screeching halt, all thanks to a broken camera glass. While I wouldn't expect it to be indestructible, a simple drop during a walk shattered it. Here's where things went south.Firstly, finding a replacement part in the EU proved nearly impossible. The official website wouldn't accept repair requests, and reaching customer support was an odyssey in itself.After a grueling 15-minute chat and retrying the repair request across different browsers!, I finally reached a way to get the request submitted ! Here's the kicker: basic repair cost information, readily available on OnePlus websites in the US, India, and Hong Kong, was suspiciously absent for the EU. Despite repeated attempts and follow-ups, the "transparent" EU team remained tight-lipped. The only cost estimate I found was buried on a dubious website but not part of, OnePlus.com domain. This shady source listed parts at a staggering 40-50% markup compared to other regions.Disappointed and frustrated, I delved into online repair reviews, only to be met with a wave of negativity. It became clear: getting a OnePlus phone repaired in the EU is a time-consuming ordeal with a hefty price tag shrouded in secrecy.As a loyal customer who invested in a premium phone, I find this complete lack of transparency and repair accessibility unacceptable. The thought of enduring a lengthy, information-black hole repair process, with the potential of being overcharged, is simply not worth it. This experience has sadly pushed me away from the OnePlus brand altogether.
I've placed an order E312408065400004670 on OnePlus page on 06.08.2024 . Estimated delivery date was 18.08.2024. I was on holiday at that time , but would be returning on 21.08 and I thought it is ok , courier company can hold the parcel for few days until I got back from holiday. By the fact parcel been delivered on 08.08.2024 and worst thing it was left without a signature at my door step. Courier: Royal Mail - Tracked 48 Parcel;Tracking Number: OH224949546GB. By the day ( 21.08 ) I got back home from holiday , I wasn't able to locate parcel anywhere , I asked my neighbours , no one had anything positive to me. So I went on oneplus.co.uk page and opened a claim case ( Case ID: 240821-001413 ) and also went to police station to make an report of this. Police advised me to do that online , because that way I will have all the evidence of what I wrote and reference number etc. Reference for this is: SP-132967-24-4444-00. I include screenshots of that too. So far , until today's day nothing happened at all , oneplus only promising every day , but today , as far as I know , my case been closed and I didn't received any refund at all. Special thanks for all this to Florentina and Bogdan M. their chat agents. For now case is open in PayPal resolution center and I still don't know what outcome will be. Any comments from oneplus below is absolute lies, I was fighting with them with 5 different agents from their webchat , all 5 didn't helped at all , always were talking nonsense, finding another and another reason to stretch the refunding procedure and saying that email will be sent straight after this chat will end , which never happened!!! After almost a month they've decided new reason , that MPS form needs to be handwritten signed , so for almost month previous one with my name and sutname was fine for them , then they thought no , it needs to be handwritten signature. On question how digital document can be handwritten signed , they've said print it out and sign and then scan it. On question what if I don't have printer ? Go and find one , there is plenty companies. I said maybe you will recommend me one , my town is this and that . They simply answered that they don't understand question. This is their customer orientation how they are stating below. Wasting time is their goal. Still haven't received any emails where to send this handwritten MPS form (digitally signed was with them since 21st Aug) , attached it to the chat when spoken to their colleague, seems he accepted it , but again promised that email will be said after end of the chat , nothing , all rubbish. I had to go through PayPal resolution case now , glad I paid for it via PayPal , will see outcome there , fingers crossed. I NEVER EVER RECOMMEND TO ANYONE BUY ANYTHING FROM ONEPLUS !!! If there will be a single issue, you will never get your money back , customer service is ZERO !
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