Complaints

This profile includes complaints for Philips Lighting Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Philips Lighting Company

  200 Franklin Square Dr Somerset, NJ 08873-4181

• 

  Philips Lighting Company

  400 Crossing Blvd Ste 600 Bridgewater, NJ 08807-2853

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.

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am filing a complaint against Signify (Philips Lighting) for selling Hue security cameras that do not function as advertised, particularly when it matters mostduring incidents of package theft.Over the past year, I have experienced multiple instances of packages being stolen from my doorstep, and despite having Hue security cameras installed and active, the system failed to record any footage of the incidents. These failures occurred despite proper setup, good lighting, a clear view of the area, and a stable internet connection. In one case, I even received delivery confirmation emails with photos proving the package was dropped off, yet the Hue cameras captured no motion or video at the time of theft.The product is marketed and sold as a home security solution designed to provide peace of mind and capture critical footage during security incidents. However, these cameras have consistently failed at their most basic and essential functiondetecting and recording activity in real time.I contacted customer support, but the responses have been generic, with no resolution offered beyond basic troubleshooting that had already been attempted. I have lost property, time, and trust in a product that was positioned as reliable security equipment.I believe this product is being misrepresented and does not meet the standards expected of consumer-grade security equipment. Selling a security camera that routinely fails to record critical events is unacceptable and possibly deceptive.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered 24 lights and the merchant misfilled 6 of the lights with incorrect ones. Upon calling I was told to order 6 more of the correct ones and send the 6 incorrect ones for a refund. I sent the 6 incorrect ones and still have not received a refund and I get nothing but runaround and misdirection and this has been so mishandled by them

  Business Response

  Date: 05/22/2025

  We sincerely apologize for the inconvenience caused to you. The refund has been processed and will be visible in your account within 5-7 business days.

• Initial Complaint

  Date:05/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an issue with an order I returned to Philips Hue online store.I dropped off my return for order PHUS15001599225 at ***** a while ago with tracking number ************. ***** has informed me that they likely lost the package and I must contact Philips Hue so they can submit a claim. I have contacted Philips Hue support but haven't received a response in a week.

  Business Response

  Date: 05/22/2025

  We sincerely apologize for the inconvenience caused to you. The refund was processed May 20th. It should be processed by your bank within 5-7 business days. 

  Customer Answer

  Date: 05/25/2025

  [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.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to file a formal complaint regarding ongoing issues with Philips Hue light strips and the automation features, as well as the lack of response from their customer service team despite multiple requests for assistance.
  
  Details of the Issue:
  • Products Involved: Philips Hue Light Strips and the Philips Hue app automation programs.
  • Issues Encountered:
  1. Light Strips Breaking: All of the Philips Hue light strips I purchased have stopped functioning, and I have been unable to resolve the issue despite troubleshooting and reaching out for support.
  2. Automation Programs Not Working: The automation feature for turning lights on and off only works for some lights, some of the time, even though the configurations in the Philips Hue app are correct. This inconsistency has made the products unreliable for their intended purpose.
  
  Attempts to Resolve:
  • I reached out to Philips Hue customer service through email and online forms to report the problems and seek assistance. Despite following up multiple times, I have not received a reply or any assistance with these issues.
  
  Impact:
  
  The lack of response from Philips Hue customer service has been extremely frustrating and disappointing. These issues have rendered the light strips and automation features unreliable and essentially useless. Given the high cost of Philips Hue products and the expectation of quality, I feel this situation is unacceptable.
  
  Desired Resolution:
  
  I am requesting the following:
  1. Replacement of the defective light strips.
  2. Assistance in resolving the issues with the automation programs to ensure they function properly.
  3. A response from Philips Hue customer service acknowledging these issues and committing to improved support in the future.
  
  I trust that the Better Business Bureau can help bring this matter to Philips Hue’s attention and facilitate a resolution. Thank you for your time and assistance.
  
  Sincerely,
  ******

  Business Response

  Date: 02/13/2025

  Thank you for bringing to our attention the issues you have been experiencing. We sincerely apologize for the lack of response you received regarding the reported issues. We are dedicated to resolving your concerns and finding a solution. However, despite our multiple follow-up attempts, we have not
  received the requested information from you. Please reply so that we can proceed with your warranty claim for the defective light strips, and resolve
  the issue with automation programs and come to resolution.

• Initial Complaint

  Date:12/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a Hue lightstrip on November 21st that was DOA, and have experienced some of the worst customer service in my lifetime just trying to receive a working product. Some highlights below:- device was purchased directly through the Philips Hue website, but I was asked for numerous pieces of supporting evidence (model, receipt, etc) that they should already have access to simply by looking up my order. - After sending a photo of my unit I was basically accused of lying about the type of product that I received DOA. I had to prove that I wasn't by sending additional pictures of my setup and the box that it shipped in. Again, the type of device I purchased should have been easily accessible by Philips by just looking up the order that I placed directly on their site. - At this point it was days after my ticket was opened, I was extremely frustrated and called to try and get this handled over the phone. I was assured that aid be receiving an advanced replacement and that I would receive an update by the following morning. - no update was received the following morning. I gave them until the end of the business day And called back again only to be told that apparently whoever I spoke to the previous day did not document any of our discussion. I had to repeat the process of requesting an advanced replacement and this time it was apparently approved. I was told tracking was being generated and that I would receive an update once it was available. - I waited two days, still no tracking number. I called Philips back, and they confirmed that while the replacement was approved, it could take 2-4 days to generate a tracking number and ship. Over the course of 4 days i spent multiple hours just trying to get this vendor to honor a replacement for a DOA device. And when they finally committed to this simple task they couldn't even be bothered to ship it in a reasonable amount of time. For a product of this cost, this is unacceptable.

  Business Response

  Date: 12/09/2024

  Thank you for your feedback. We sincerely apologize for the inconvenience caused to you, and for the negative customer experience. As discussed, tracking information will be provided as soon as the order ships.

• Initial Complaint

  Date:06/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:05/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 04/22/2024

  The proof of refund with a transaction date of April 16th was sent. We sincerely express our apologies for the delay.