ComplaintsforPhilips Lighting Company

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Initial Complaint
06/22/2024
Complaint Type:
Product Issues
Status:
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.
I have a order from HUE Order number PHUS15001012000 I start a return for this order and under return number ******* And the return package has been delivered to seller like more than 1 month But now still no refund Everyone I call they just keep saying plz wait for reply And they never get back to me My ticket number same as return *******
Business response
07/01/2024
We sincerely apologize for the inconvenience causes. The refund was initiated June 27th. It should be processed by your bank in 5-7 business days.
Initial Complaint
05/21/2024
Complaint Type:
Product Issues
Status:
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.
I have issue with their hue start kit Whatever the app I used it freaking disconnect for no reason And setup with Apple home it all mess up and no out home control The order number is PHUS15001002709 Then I start the return for the whole order under return number ******* The return tracking has been delivered for long time Still no refund Then I contact with customer service They told me will follow up with 48 hours Now it has been so many days still no update Still no refund WTH is going on
Business response
06/07/2024
Our sincere apologies for the inconvenience caused to you. The refund was initiated on June 5th. Please allow 5-7 business days for it to be processed with your bank.
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought 2 wiz color light bulb not even 1 months of usage start to flicker on off when it's turned off replace its with a different one and the same thing happens call customer support did exactly what they tell me and still not working so I put back my old white echosmart light bulb because wiz light bulb still flicker when I tried in different light locations I guess wiz light bulb can't be use nex to each other because they interfere with each other and scew the internal component and wiz never offer a solution for it and keep sending me emails about feedback of their customers support even if they dint fix or resolve the problem
Business response
05/14/2024
Our sincere apologies for the inconvenience caused to you. As discussed, we will follow up with you via a separate email regarding the replacements.
Customer response
05/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]thank you the they finally refunded my purchase thank you for helping me you can close the file

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.

Regards,

****** ****
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had an issue with a Philips Hue Sync Box for my TV and it's been nothing but a nightmare. This sync box only worked for a few months, I then reached out to Philips to open a warranty claim, they had me mail it back to them first, then they waited to receive it before sending my replacement. I still have not received the replacement. When I use the tracking number, it says there are two shipments with one tracking, which I've never seen before. But we have not received anything. Please send the replacement ASAP. I can give you another address to a house if needed. I am so irritated, Philips has made this a nightmare. Re: [ Ticket: ******* ] HSB - not powering on
Business response
04/30/2024
Please accept our sincere apologies for the inconvenience caused to you. We are sorry to hear the original replacement was never received and have sent the new replacement to the address provided by you. It has an ETA of May 3rd. We will follow up with you to confirm you've received the item.
Customer response
05/03/2024

Complaint: 21640569

I am rejecting this response because: I contacted ****** and they had the package, and they said they were going to redirect it to me and it would've been here yesterday. However, Philips has contacted ***** and had it sent back to them. Then, I received a new tracking number from Philips, and now it won't be here until Sunday. I've been dealing with this for weeks, it's been broken for months, and it's a $200 component needed for my $2K Philips Hue setup to work. After spending so much money with the company, and this breaking so soon, and the replacement processes being a nightmare, I am VERY unsatisfied with Philips.

Regards,

*********************
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Having a online order thru hue website PHUS15000976864 Then using the combo that controler with apple home/hue/ even some call esstanial that app They keep disconnect every 30 mins switch network reset wifi nothing work Then i returned the order, the return has been delivered for long time still not receive the refund and calling customer service and sending email so many time s and never got single update so ******
Business response
04/12/2024
Please accept our sincere apologies for the delay. We are happy to inform you the refund was issued on April 10th and should be processed by your bank in 5-7 working days.
Customer response
04/15/2024

Complaint: 21548304

I am rejecting this response because:

Hi seller mentioned refund is been processed but no
i still not got refund from them and paypal also told me no refund has been issued
Regards,

*****************
Business response
04/22/2024
The proof of refund with a transaction date of April 16th was sent. We sincerely express our apologies for the delay.
Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
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.
Hi I have a order PHUS15000955632 from this seller but the thing is out home control is no way to be setup then whats the reason for those light bulbs????Then i start a return under ******* this return number return has been delivered h*** long time but still no refund so i have to call and ask for update they promised me ***** hours will issue my refund but they never did and until now still no response no update
Business response
02/26/2024
Our sincere apologies in the delay in processing your refund. The refund has been processed and will be visible in your account in the next 5-7 business days.
Initial Complaint
02/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have sent many pictures and available receipts for light bulbs purchased within the last three years. After many calls and countless e-mails, they keep promising replacements, or refunds, but they have stopped responding, only sending 2 completely unrelated bulbs (1 broken, I have pictures of all of this) and now they have said they will not be providing warranty for any of the bulbs. They are simple, flicker free, dimmable LED bulbs. They have not lasted anywhere near the warranty length. Why will Philips/Signify not stand behind them? All I want is replacements for these bulbs, they were used appropriately and burned out early, and we have tons and tons of these Philips bulbs and love them - they just didn't last the warranty period. Can we please have replacements?
Business response
03/01/2024
Our sincere apologies for the inconvenience caused to you. As discussed, a replacement order has been created for the defective items under warranty.
Customer response
03/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
The agent that called actually understood the issue, and took care of it quickly. Bulbs arrived well packaged. Thanks!

Regards,

*************************
Initial Complaint
02/08/2024
Complaint Type:
Product Issues
Status:
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.
It is the wrost customer service u will ever have I have order PHUS15000955644 and i was trying to setup the off home control smart home tried iPhone home app, HUE Eessntial, HUE all those app none of them work so i have to return the order Then i used the return label from HUE sent to me. It has been delivered for like 2 weeks now So i called HUE support The agent call ***** or what, he keep saying they did not receive the return and ask me file the claim Then i let him know, i cannot fill the claim because the label owner is not me NOT ME HUE is the label owner IDK why it is so hard to let him understand I ask he whats is next step, he just keep telling me file a claim with FEDEX.I am not the ***** label owner how do i submit the claim???????????????????????
Business response
02/15/2024
Our sincere apologies for the inconvenience caused to you. The refund was processed 2/12/24 and takes 5-7 business days to reflect in your account.
Customer response
02/15/2024

Complaint: 21267789

I am rejecting this response because:
IT IS a paypal payment, if the refund been issue paypal should be notify me asap
but i still not get any update on paypal
i request plz double check the refund to see does it been released or not

Regards,

*******************
Business response
02/22/2024
Your PayPal account was credited February 16, 2024, and a proof of refund has been sent to your email. Again, our sincere apologies for the delay.
Initial Complaint
12/31/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased 26 Phillips Hue's "Appear Outdoor wall light" outdoor wall sconces. They come with a very small black screw that is required to mount the light. During installation a few of the screws went missing as they are very tiny. I looked into purchasing replacement screws at several of my local hardware stores and found not find replacements. The screws appear to have an unusually small size combined with a unique thread pattern. I contacted Phillips customer support to either purchase replacement screws or at a minimum obtain the specifications of the screws and details of a place I could purchase them. Over several months of calls and emails Phillips customer support representatives have lied to me telling me they would ship me replacement screws and then never did on multiple occasions. They never seem to have a manager available for escalation to speak to. They have told me a manager will call me back then they never do. And when I call and wait over an hour to speak to a manager they are always "unavailable" or "in meetings". The customer service representatives have gone back and forth telling me they will send me screws, then the next call I'm told they won't. the answer is never consistent. Phillips customer support representatives have never been able to provide accurate details of the screw size and where I can purchase them. It's now been over 2 months and still no resolution to this case and Phillips has demonstrated no follow through on their multiple promises to ship a few replacement screws. This has left me with some lights that I cannot install on the new home I'm building. Without these screws the lights pose a safety hazard. They could fall on someone's head and the electric wires will be more exposed to rain and risk of electrical hazards. I want replacement screws as I was promised on multiple occasions.
Business response
01/08/2024
We sincerely apologize for the inconvenience caused and for being provided inaccurate information. We hope the resolution provided was satisfactory in resolving your complaint.
Customer response
01/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
More specifically the company honored their commitment and provided me with the screws I needed with additional products as a kind gesture. I also must share appreciation with the BBB as this ticket appears to have been the necessary step to obtaining contact and resolution.

Regards,

***** *****
Initial Complaint
12/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Transaction date: 11/25/22 Amount: $139.09 Product: Philips ***************** Color Ambiance A19 LED Starter Kit Multicolor Merchant: BestBuy.com Issue: A bulb stopped working. I asked for a replacement bulb. Company is demanding that the old bulb is returned before the replacement bulb is sent to me. I do not have possession of the old broken bulb, so I cannot return it. The product is under warranty and they are refusing to honor the warranty. I had the same issue previously and they replaced one of the bulbs quickly with no demands. Now they are asking me to return something that I no longer have in my possession. I need a replacement bulb or a refund. Ticket number for their customer support: *******
Business response
12/15/2023
Thank you for your feedback. We sincerely apologize for the inconvenience. A replacement bulb has been sent with an estimated delivery date of 12/26.

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