Philips UK Head Office - Farnborough

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Reviews

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  doru slevoaca

  Ordered a baby bottle warmer from Philips, knowing that they do great products. I worked before for them and I know that they put accent on quality of their products. Even though the delivery was 3 to 4 days, compared with amazon's next day delivery, I decided to go ahead with the order. On the day of delivery I received an email from UPS saying that they rescheduled the delivery for next day. I understand that sometimes they might face some issues and waited for second day. Again I received an email saying that once more was rescheduled. I phoned Philips and reported that, and I was reassured that will be definitely delivered as they had some customs issues that now were cleared. They reassured me that the product will be with me on the next day. Also they apologised and asked me if that happens again to contact them and they will sort the problem. Waited for another day, just to get yet another email saying that was again rescheduled. Contacted Philips and this time I was told that I need to wait, as the deliveries take 5 to 7 days and sometimes more to reach their customers. I challenged the lady and told her that the person I spoke to a day before told me different and the product should have reached me already. She didn't wanted to listen and kept going that they are still in the time window for the delivery. Considering that the product was for my newborn baby and the customer service lady refused to promise that the product will be delivered next day, I asked her for the order to be cancelled and have full refund of the money. She refused that saying that the only way I can get my money back is waiting for the product, then send it back to their warehouse. After it reaches their warehouse I will be refunded in full. So I assume that if you don't receive the item so yiu cannot return it, you will not get your money back. Anyway, in spite of the quality of their products, the service is very poor. Delivery is not guaranteed and customers services are not for customers. When told they that I will leave a review for the poor quality service, she replied that "it's fine". So definitely no interest in maximising customer satisfaction or protecting the company reputation.

  29-04-2023
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  Allan Woodhouse

  Bought two Philips outdoor lights recently. One is poorly put together and twisted. Philips not willing to help. Even suggested it was put up wrong and wouldn’t acknowledge the product was poorly assembled. The second had a bolt snap during installation. Asked Philips for help getting a replacement bolt. Again no assistance coming. Really disappointed with the customer service from Philips. Such a shame as I do like the products, but with the lack of support I won’t make the mistake of buying their products again.

  29-03-2023
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  Alan Millin

  I have given 1 star, only because zero is not an option! I had a telephone conversation today with a customer service "manager" who refused to give me her full name so I could follow up on our conversation. When I asked to speak with her manager, she said she didn't have one as she is the highest-ranked person I am allowed to speak to. I asked her to escalate my call. She responded by confirming that Philips has no escalation process. I asked for contact details for directors and the CEO of Philips. She told me to find it on the internet... For the benefit of the Philips leadership team: The year is now 2023, your approach to customer service is from a previous age, it's time to wake up and smell the coffee (you also make coffee machines so this should, in theory, be relatively painless for you...) It's time that the Philips leadership team took responsibility for its products, its customer service, and the Philips corporate reputation. The overall review ratings on Google and on another leading review site should be a cause of great concern to the leadership, but it clearly is not. Caveat emptor...

  29-03-2023
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  Daniel Klein

  29-03-2023
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  Astrid Walter

  Terrible customer service had to repeat my order number 4 times only to hear that the system is slow Made an order last week to get a new toothbrush before my holiday (last one broke just weeks after warranty same as the one before) scheduled delivery on Friday happy days. On Friday had an email delivery rescheduled for Monday oh well . Monday another email delivery rescheduled again …useless ups if they finally attempt delivery no one will be at home as we are both working ( i know big surprise) and my parcel will be taken to another useless place (high street shop) which is closed in the morning when im on my way to work and so it is in the afternoon when im on my way back so it’ll be send back as im flying away on Friday so thanks a lot Philips and ups. Should get one from boots or Amazon with hassle free delivery

  28-02-2023
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  Piotr K

  Avoid, Avoid, Avoid! Made an order nearly a month ago now and still haven't received half of it. For unknown reasons my order was split half and only one box was delivered, other was reversed back to HO/warehouse whatever it is and I was refunded without my knowledge. I've never requested refund, not ONCE I was contacted regarding issues. I've been already 4 times on customer service chat and responses were literally 'I'm not sure/I can't confirm/Should be/It's expected to be' and I still have to details regarding my other parcel. I was told it's mistake on their side but few weeks later still nothing. If I knew Philips UK send items from Europe I would never purchase directly from your online store. I'm going to get in touch with CS once again as I still have no update and I'm sure you won't provide one unless I ask for it. Such a shame, good products but non existent customer service and experience.

  29-12-2022
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  Darren Perry

  32 minutes so far waiting for someone to pick up the phone. *I will update the whole process here 👉

  29-12-2022
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  khateeja abdulla

  I tried to buy something on the website. Unfortunately I didn't end up buying as they don't accept American express cards as a form of payment. When most retailers do accept this method and I usually do a lot of online shopping. They need to make this an approved form of payment.

  29-11-2022
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  B B

  Their customer service is contactable. Although, their returns process is archaic, to say the least, and is very time consuming. It would put me off buying again.

  29-09-2022
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  James Maud

  I am so disappointed in Philips at the moment. Philips has been a go to brand for me in personal care and domestic appliances since my Dad bought me my first razor donkeys years ago! However, I am now on my 3rd steam generator iron in the last 9 years or so, each one costing in the region of £300 and all failing with similar pump faults just outside warranty period. I attempted to discuss with customer services the UK consumer rights act, that basically says irrespective of the manufacturers warranty an item must be of a quality reflected by it's cost, ie if you buy an expensive product it should be of enduring quality, however the customer service are offshore and beyond routine problems, their main purpose with more complicated issues seems to be avoid, dodge and not actually dealing with the issue. Firstly, because their records are confused with previous irons I bought they tried to tell me that I needed to contact Currys, even though I bought the current one direct from Philips. To be honest I am not sure how they even know about the one I got from Currys because they have no record of the second one from John Lewis. They don't understand the difference between sales of goods and consumer rights, they just want to quote warranty small print and palm you off. To cut a long storey a bit short, I think Philips quality is gone both in their products and customer support and I will be avoiding in future.

  29-07-2022