Review Time
Terrible customer care.Ordered and prepaid for a phone, and they lied to me about the phone being delivered, then after 3 weeks, they suggested trying to get the phone from THEIR business partner (the courier company) without providing me with a tracking number or contact details of the courier company.They took my money and didn't deliver anything, then didn't help me to resolve the issue and didn't refund my money.OnePlus didn't ask the whereabouts of the phone from GLS (courier company), so they apparently returned the parcel to Germany without notifying me. (GLS and I were not in contact.)At the end of the day, they took my money and didn't deliver anything in 27 days (so far).That's what one may call a bloody scam.EDIT: Eventually, after 2 month, I received my money back through my bank via a process called "chargeback". Likely without that I also would have received the money back from OnePlus cos they offered a refund.Likely this whole incident was caused by 1) The courier comapany mishandling my parcel 2) OnePlus not getting in touch with them despited their promises 3) Underfunded/disfunctional customer care at OnePlus.Eventually I bought a phone from another company and I'm quite happy with that.I will never buy anything ever again from any company outside the EU.
See One Plus's answer below. Did they even read my review?TMobile has tried and cannot unlock my phone. Supervisors and the tech team at TMobile cant unlock the phone.One Plus says I have to have TMobile unlock the SIM card. Why does the phone still not work when I put in a new SIM card from Verizon.One Plus offers no helpOrginal ReviewI bought an 8T about 6 months ago on the website. I paid for it fully at the time of purchase. Now I have switched carriers from Tmobile to Verizon and the phone says it is locked. I have called the old carrier, Tmobile countless times. They have tried to unlock the phone but they cannot. We have called One Plus two times. You can barely understand the employee of One Plus. They are very short with you almost to the point of being rude. They say TMobile has to give us an unlock code and the One Plus employee said "All we do is sell the phone". TMobile says they cannot give us a code since we did NOT buy the phone from them.I contacted one Plus again thru chat and Samuel Soloman was nicer and more helpful. He sent me a Bootloader unlock guide which is VERY complicated and the first instructions say you have to get an unlock token from TMobile (back to that AGAIN!) I am a computer literate but this guide looks like something for a computer science major to decipher.This is my phone, I paid for it but due to OnePlus I can't use it on the network I choose. Do Not buy from One Plus. The phone has lots of great features but if you can't use it, it is worth nothing.
Update July 25th - the refund was completed, I got my money back. Kudos to the most "communicative" company I had made the mistake to put my trust in. My conclusion from this: the only reason I got my money back was because I was loud on Trustpilot, send tens of emails to support and sort of insisted maniacally that I don't get screwed over. My actions and constant chase drove OP to eventually silently refund me. This is my last OP phone, hope I learn my god damn lesson.***************Update, 24 July.Out of the blue, with no prior contact or other signs of life I have received an email stating a refund was initiated. My lawyer was on holiday yet confident on starting this circus once back... perhaps the silent refund is just a form of admittance of guilt, f knows, I cannot recommend this company anymore, I need to find another phone... so effing sad. I will update this post once I actually receive my money back. Cheers***********Update, 11 July -- The OP saga continues. I was approached via email by UK support (230624-006609), 4 days ago, July 7th - since, I have sent & resent 4 replies, last one just before posting this update. I keep getting system notifications warning me that not replying will result in closing the case - what a joke of a company. Just like the fake Trade In offer. The OP solution to customer complaints is briefly pretending it matters only to drop it a minute later - yet another happy customer. GG Oneplus*********************Update for OnePlus comment posted on June 27th at ~ 3:20 PM CET --> I have already raised a ticket with your support on JUNE 24 (see below) -- stop sleeping OnePlus, wake up! I created a ticket prior to sending the Trustpoilot review because I already know how much you DON'T care about your customers. I know who you are and your actions are only solidifying the outcome of my legal action - keep ignoring your customer OnePlus, see what happens!Your request was received and assigned following ID: 230624-006609. You can use this case ID for follow-up. We will reply as soon as we can.************Lying scumbag company. They lured me with a tradein offer to buy the OP11 flagship, stating I can get my phone (OP7) evaluated as low as 30 EUR + 100 EUR bonus. Then with zero emailed communication, I accidentally find a message attached to my order and trade in stating my phone was evaluated at 30 EUR and therefore I have lost my bonus.... so, still 30 EUR, but not within policy? The second your company charges my card I will start the return of my phone and my lawyer is confident I have a case against your lying sack of crap of a company - for effing with me, you will find out and yes, it takes as low as 130 EUR + effing years of misplaced fidelity on the OP brand
The phone is okay, not the best, still quite slow but it does have WiFi calling which is what I needed. This is a very long story but I'll try to keep it brief as there are so many similar complaints here on Trustpilot. The funny thing is that somebody has gone to the trouble to reply to all of the complaints - instead of actually fixing the issues so that there are no new complaints.I was offered a trade-in deal on my old phone (£70) when buying a new OnePlus. My trade-in was in pristine condition including the original packaging. After receiving my new phone, and sending in my old one, I received an email to say that it had been received. Two months later, (yes, two whole months) I get more (many) emails to request that the trade-in gets sent in. I sent back proof of their receiving the trade-in. A few more weeks go by and they send me another email to say that the trade-in is now only worth £10 and may they take the £60 from my account. To cut a VERY long story short, after about 50 emails (I kid you not) they now want me to send back my new phone as a "special deal" to me and they will then refund me what they think it's worth as it's now obviously second hand. Go figure...I can't believe this customer service. (Actually, reading all of these reviews, I can.)
I love the phones. I bought a new one 10T and they sent to wrong zipcode and no address on the shipment per the post office it was at (they told me to call the post office to get more information while they do some sort of investigation???). I am doing the investigation and getting the run around. The same as others on here. I am going to try to go to the better business bureau. I can't nail them down to just send me another one cause it's lost! They have my money and I have no phone .
Do NOT buy a phone from from this company, I ordered a phone over 3 weeks ago. Still not delivered, they say and investigation has begun but no time scales. At this rate it might not even be here for Christmas 2024!Absolute joke and now I have to fight for a refund!
I have been a long term oneplus customer. I have had the oneplus 5, Oneplus 7 pro and now the Oneplus 10T. It was with my recent purchase of the Oneplus 10T that I have now lost faith with Oneplus and I will advise anyone against buying from them again.I purchased the oneplus 10T and at the same time I traded in my Oneplus 7 pro that was in perfect working condition. By doing so oneplus offered me an enhanced trade in rate. I received the new phone OK, however I sent my old device off and received an email saying the mobile phone had serious discolouration and screen problems so my trade in value was decreased to 0 and the phone was sent back to me. I have photo and video evidence of the phone being in perfect working condition before I sent it off and its still in perfect working condition now that I have received it back. Oneplus clearly just offer the enhanced trade in rate to entice you to buy the new product then reject the device and charge you for the difference.I raised a case 230619-007406 on the 19th June 2023, I have chased multiple times via email and online chat and I have been told it has been escalated three times to the highest team and still no reply. Its a sad ending to a long term customer relationship, but at least I know not to trust them in the future.Customer service is always key and Oneplus have neglected this on this occasion.
I wish I could give you 0 star.I bought Oneplus TV last year and it got repaired in less than year when its still under warranty.I contacted Oneplus support, they raised repair request and asked me to wait for 5-7 days and guess what after 2 days they say technician has cancelled the request. So, I raised it again and without any surprise after waiting for 3-4 days, technician cancelled it second time as well. Why the hell are you guyz getting paid when you can’t address the customer issues. And why is the cancel option provided to technician though he has not tried contacting to customer. Why is he getting paid when he can’t do his job.Pathetic experience with OnePlus and Team !!! Not gonna purchase any OnePlus product in my life again. Thanks for such experience. FYI, my repair request reference numbers which got cancelled are INSI230610827 and INSI230613853And so I have raised request again today - reference number is INSI230617449
OnePlus is fine when stuff works but as soon as something breaks and you have to talk to their support it's like talking to a wall.They can't do anything and have no way of helping you, they have no information and they can't help in any way except telling you to wait and hope it works itself out maybe. I have spoken to their support in both the eu and us and it's the same story in both places. We have no idea what the problem is please speak to someone else and hopefully they can help you, which they can't. If you need help from this company just try fixing it yourself as that will probably be quicker and less annoying than trying to get them to even answer simple questions let alone actually fixing the problem for you.
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