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Business Profile

Cell Phone Supplies

OnePlus USA Corp.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

Customer Complaints Summary

  • 201 total complaints in the last 3 years.
  • 146 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello I write you today in regards to ONEPLUS, After what I thought was a major issue with my previous carrier and phone I now know was nowhere compared to what OnePlus support and products have caused. Dating to October 2024 I've had issues, I literally lost out on a nord phone with them they blocked me and terminated the ticket bc I grew furious after losing my money and weeks of support emails being incoherent to the issue. 2 weeks ago last week of February I bought a OnePlus ******************************** I would receive a OnePlus 2watch if I purchased 13. I agreed, paid north of 600$ with protection. Received the phone two days ago. Guess what no watch. No service. Can't download apps, can't get 5g. Phone keeps restarting. Once again OnePlus is **** They received a massive payment from me and like before with the Nord. They are no where to be found. The display is stacked on each other making it not readable or anything. I told one plus I wanted my watch and a upgrade at the least. Was promised 4 times that executives were reviewing the offer and would let me know within 4 hours. As I write this we are at 24 hours almost. No one will respond. I'm now out 1000$+ between the last issue and now the issue with the 13. Just two wee

    Business Response

    Date: 03/05/2025

    Dear customer

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case han been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution

    OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

    We look forward to your response and sincerely hope for a positive resolution to this matter

    Best regards,
    OnePlus Complaint team

    Customer Answer

    Date: 03/05/2025

     
    Complaint: 23022289

    I am rejecting this response because:

    They just contacted me, asking what's wrong with device. Ignoring the watch that never was sent. The issue from October. And everything else. The responses make no sense 

    Sincerely,

    *** ******

    Business Response

    Date: 03/11/2025

    Thank you for reaching out to us and sharing your feedback. We truly value your experience and would like to address the concerns youve raised.

    User Dissatisfaction Points:
    Based on our review of the interaction history, we understand that you are currently dissatisfied with two main issues: the dispute regarding the free gift associated with your e-commerce purchase and a technical issue with your device.

    E-commerce Free Gift Dispute:
    After verifying your order details, we found that your purchase was for the OnePlus 13R Astral Trail (12 GB RAM + 256 GB Storage) and not the OnePlus 13. The free gift associated with your order is the OnePlus Nord Buds 3 Pro Starry Black, which differs from the gift offered with the OnePlus 13. We kindly request that you provide us with relevant screenshots or the case ID regarding the watch issue so we can investigate further and assist you better.

    Technical Issue with Your Device:
    We completely understand how frustrating technical issues can be, and we sincerely apologize for the inconvenience caused. We will reach out to you shortly and escalate this matter to our technical team to ensure a prompt resolution.

    Refund or Replacement Option:
    Please note that your order is still within the return/exchange period. If you prefer, we can arrange for a refund or replacement. Additionally, if you are interested in the OnePlus 13, we have included a link for your convenience: *******************************************************************

    We deeply value your trust in OnePlus and are committed to resolving these issues to your satisfaction. Please feel free to reply to this email or contact us directly if you have any further questions or require additional assistance.

    Thank you for your patience and understanding.

  • Initial Complaint

    Date:02/18/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Have not received a refund yet for an item that was returned on 2/6/2026 for a cellphone. ***** tracking # ************, Oneplus RMA #(USSI250130058/70870P. I have contacted the Company twice and yet to still receive a refund.

    Business Response

    Date: 02/19/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus.

    We have escalated the case to service center for the inspection details, once we receive the update from service center, we will be able to proceed further with resolution. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    We look forward to your response and sincerely hope for a positive resolution to this matter.

    Best regards,
    OnePlus Complaint team

    Customer Answer

    Date: 02/24/2025

     
    Complaint: 22957110

    I am rejecting this response because:

    Sincerely,

    **** ******

    Customer Answer

    Date: 02/25/2025

    I still have not received a refund from this company that have received there product back on 2/6/2025.

    Business Response

    Date: 02/26/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this.

    I would like to inform you that post inspection service center have confirmed that the inspection has been passed for OnePlus ************************************************************************************** this case we can provide partial refund and resend OnePlus Buds Pro 3.

    Additionally, we have requested customer to share the pictures of ********************** Buds Pro 3 before shipping to service center.

    We look forward to your response and sincerely hope for a positive resolution to this matter

    Best regards,
    OnePlus Complaint team

    Customer Answer

    Date: 02/26/2025

     
    Complaint: 22957110

    I am rejecting this response because: the information provided makes no sense.  Why will I be asked to send a picture of a device that is in the Companies position?  All devices returned were well within the return period and non had any damages.  So please help me with how can I provide picture of something I do not have?  Also why is taking so long to provide a refund? 

    Sincerely,

    **** ******

    Business Response

    Date: 03/05/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this.

    Service center have found the damage to the earbud case. Hence the inspection has been failed. We have advise customer to share the pictures of the product before shipping to service center. When service center sent email with the shipping label, along with the instruction, it was advise to customer to capture the pictures before shipping.

    In this case we can provide partial refund and ship back OnePlus Buds Pro 3.

    We look forward to your response and uncerely hope for a positive resolution to this matter

    Best regards,
    OnePlus Complaint team

  • Initial Complaint

    Date:02/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My phone is still under warranty and ******** refuses to honor the warranty. I purchased the phone on August 16, 2023. I sent the phone for repair to One Plus and it was received on 1/21. One Plus sent the phone back to me without making any repairs under warranty. One Plus did not contact me in any way, either through email or phone. The phone has a 2 year factory warranty and they are not honoring it.

    Business Response

    Date: 02/15/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

    We look forward to your response and sincerely hope for a positive resolution to this matter

    Best regards,
    OnePlus Complaint team

  • Initial Complaint

    Date:02/10/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed a order on 01-07-2025 for an One Plus 13 and charger on the one plus website.This order has never arrived. I asked to cancel the order on 1/31/2025 with Chat 1(see attachment)I had to sign a No delivery form (see attachment).On 2-7-2025 I asked about the progress on canceling the order. (see attachment).Now I'm asked to file a police report in *************, ********Problem is I still need to pay for this order with affirm. Who handled the payment for One plus.Something seems wrong. Something like this would be handles a lot better and quicker by a company like ******, ******, *******,...If somebody can check this out.

    Business Response

    Date: 02/11/2025


    Dear customer,

    Thanks for bringing this matter to Complaint team's attention.

    We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case was contacted by OnePlus.

    We are glad to inform you that the customer has found the parcel and we have closed the case mutually.

    For more queries, please feel free to report us

    Best regards,
    OnePlus Complaint team

  • Initial Complaint

    Date:02/07/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have now spent nearly 15 minutes trying to create a support ticket on their website and have had no luck in doing so because every time I do I get the same generic error message. Im trying to inquire about why the trade-in credit I received for a device I traded in upon purchasing my OnePlus 13 phone was a fraction of what it shouldve been. I traded in my ************* 23 for a promise amount of $125 towards what I owed on the phone via financing, an initial amount of $25 plus a $100 bonus for trading it in at the time I did. I just got an email from the trade in service company saying I got the $25 credit which is 1/5th of what the credit should be. OnePluss support website seems to not work at all, whether on purpose or by accident. I have 6 variations codes, one from each time I tried to submit a ticket, the first showing up as February 6th, 23:52, and the most recent one showing up as February 7th, 00:06. The trade in process was also laid out to me prior to and after sending off my trade in, where it stated I would have the option to accept or deny the finalized offer amount. I was never given that option and have been actively checking every day for updates on my devices trade in status. Ultimately, Id just like to get credited the amount I was initially offered because I wouldve never traded in my phone for the amount Im currently being told Ill receive. Thank you.

    Business Response

    Date: 02/07/2025


    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case was contacted by OnePlus please assure that our team is working diligently to address your concern and provide you the best possible solution.

    OnePlus has invited customer to contact us directly with any remaining any questions and concern.

    We have explained the customer about the trade-in process and the issue has been resolved.

    For more queries, please feel free to report us

    Best regards,
    OnePlus Complaint team

    Customer Answer

    Date: 02/08/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:02/04/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear Better Business Bureau,I am filing a formal complaint against OnePlus regarding their refusal to cancel my order and issue a refund. On [date of order], I placed an order for a OnePlus phone (Order Number: A192501293501001445). A few hours later, well before the item was shipped, I requested a cancellation. Despite my timely request, OnePlus refused to honor it and proceeded to ship the item anyway.Violation of Consumer Protection Laws OnePluss actions violate several consumer protection laws and regulations, including:************************ (FTC) Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435):This rule requires sellers to obtain a consumers consent before shipping an order if the shipment is delayed or if a cancellation request is made before fulfillment. Since my request was made while the item was still in processing, OnePlus was legally obligated to cancel the order.Uniform Commercial Code (UCC) 2-106:This provision defines cancellation as a consumers right to terminate an order before fulfillment. Since my cancellation request was submitted before shipment, OnePlus had no legal grounds to refuse it.FTC Unfair and Deceptive Acts and ************************************** engaging in misleading or unfair business practicessuch as falsely claiming an order cannot be canceledviolates federal consumer protection laws.Request for Resolution I have contacted OnePlus multiple times regarding this issue, and they continue to refuse my rightful refund. I am requesting that OnePlus:Issue a full refund for the phone purchase.Cease deceptive practices related to order cancellations.If this matter is not resolved promptly, I will pursue further action, including a dispute through my payment provider, filing complaints with state and federal consumer protection agencies, and exploring legal options.I appreciate your assistance in addressing this matter.

    Business Response

    Date: 02/07/2025

    Dear Customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    Once the orders are dispatched, we shall not be able to cancel. The tracking shows to be delivered by the 3rd of Feb. In this case, we suggest you to contact us back once you receive the order so that we can help you to create the retum request.

    We look forward to your response and sincerely hope for a positive resolution to this montter

    Best regards,
    OnePlus Complaint team

  • Initial Complaint

    Date:01/27/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 18th I pre-order the OnePlus 13 phone through OnePlus. At that time I OnePlus was offering a free OnePlus Watch 2 which I elected to receive as a pre-order gift. On January 7th I received an email with a link in which to complete my pre order purchase. In the process of adding my trade in device and checking out my free OnePlus Watch 2 was removed from my cart. OnePlus now does not want to honor my free gift even though I intentionally pre-ordered and fulfilled my obligations. My next complaint will be filed with my states attorney general for deceptive practices. I want the OnePlus Watch 2 that I was promised by my preorder purchase.

    Business Response

    Date: 01/28/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

    We look forward to your response and sincerely hope for a positive resolution to this matter.

    Best regards,
    OnePlus Complaint team

    Customer Answer

    Date: 01/30/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  OnePlus customer service reached out to me and made a goodwill correction to my order and have sent me the missing watch.

    Sincerely,

    ****** Day

  • Initial Complaint

    Date:01/16/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To Whom It May Concern, I am filing this formal complaint regarding my experience with OnePlus for order **A112501083486003016**, which I placed on **January 8th, 2025**. The expected delivery date was **January 15th**, but as of today, the shipment has not been received by ****. The tracking status reads: *"Shipping Label Created, **** Awaiting Item."* I have verified independently that **** has not received the package. I have reached out to OnePlus's customer service team multiple times in an effort to resolve this issue. Unfortunately, I have encountered the following problems: 1. Repeatedly receiving unhelpful responses that failed to address or resolve the issue. 2. An extremely poor customer service experience where representatives were rude, unprofessional, and ended conversations abruptly without providing a solution. This situation has caused significant inconvenience, as I will be leaving the country on **January 17th** and need the item delivered before my departure. Despite communicating the urgency of this matter to the company, I was advised to wait until the 15th without any assurance that my order would arrive on time or clarity on the delay's cause. I am filing this complaint to seek the following: 1. A clear explanation for the delay in processing and shipping my order. 2. Immediate action to expedite shipping to ensure delivery before **January 17th**. 3. Accountability from OnePlus for the unprofessional conduct of their customer service team. Below are my contact details and order information for reference: - Order Number: **A112501083486003016** - Contact Number: **************** - Delivery Address: *********************************************** I am requesting BBBs assistance in resolving this matter promptly, as all efforts to address it through OnePluss standard channels have failed. Thank you for your time and attention to this complaint. Sincerely, Yida ****

    Business Response

    Date: 01/16/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

    We look forward to your response and sincerely hope for a positive resolution to this matter.

    Best regards,
    OnePlus Complaint team

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In October 2024, I sent my phone to OnePlus for a warranty screen repair. They shipped a replacement without requiring a signature, leaving it outside in plain view for anyone passing by. Given that it was a week before Christmas, it was not surprising that the package was nowhere to be found by the time I returned home from work.I immediately contacted OnePlus and complied with all their instructions to resolve the situation. This included providing a police report, notifying the shipping company about the lost package on their behalf, and contacting my carrier to block the lost phone. Despite my efforts and patience, OnePlus is now refusing to replace the phone.This issue has been ongoing for nearly a month, and despite fully cooperating with their requests, they have failed to provide a resolution. As a customer, this feels incredibly unfair. I am simply asking for a replacement phone to be sent with signature confirmation. Thats all Im asking forto make this right.

    Business Response

    Date: 01/16/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

    We look forward to your response and sincerely hope for a positive resolution to this matter.

    Best regards,
    OnePlus Complaint team

  • Initial Complaint

    Date:01/12/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My product broke. I contacted the company for a repair. They continued to send me not working emails. It has been going on over 2 months. I want refund and they refuse.

    Business Response

    Date: 01/12/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    OnePlus has invited the customer to contact us directly with any remaining questions or concerns.

    We look forward to your response and sincerely hope for a positive resolution to this matter.

    Best regards,
    OnePlus Complaint team

    Business Response

    Date: 02/02/2025

    Dear customer,

    Thanks for bringing this matter to Complaint team's attention. We are deeply sorry for the inconvenience caused by this. The customer associated with the above-referenced case has been contacted by OnePlus. Please rest assured that our team is working diligently to address your concern and provide you with the best possible solution.

    We have created replacement request on 2024-12-23. ************** has passed the inspection. We have processed replacement and replacement product was delivered to customer on January 21st.

     

    We look forward to your response and sincerely hope for a positive resolution to this matter.

    Best regards,
    OnePlus Complaint team

OnePlus USA Corp. is NOT a BBB Accredited Business.

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