Xiaomi UK Avis 501

Own 2 Xiaomi phones and a few other items, never had an issue. First issue when ordered a power bank, arrived with box damaged, customer care are terrible, really rude,arrogant and ignore issues. Has made rethink using this company if this is how issues are handled, certainly would not order direct from them again but would choose an alternative brand in future. Wish had read the reviews before ordering.

Update: xiaomi responded to this post asking for more info to look into the matter, I responded with the requested information and received no more response from them, so I presume the reply to my post was just for appearance, so they appear to respond when they actually do not.

I have seen poor customer service, but Xiaomi Customer Care goes beyond that, it can be easily called a scam.
I used to have a lot of electronics from Xiaomi - phone, powerbank, headphones, vacuum cleaner... But I will never buy anything from this company again.
Currently I'm disputing a vacuum cleaner that started malfunctioning less than 6mnths after the purchases.
It has been over 2 months since I reported it and Xiaomi is still trying to see what they can get away with. Pretending they don't know UK Customer Laws, repeating the same things over and over again, fully ignoring what I said .. now they just came back saying a repair will be chargeable because vacuum is more than 6mnths old - it is now, as they have held onto it for over a month. Plus, even better, I didn't accept repair in the first place!
If I won't get a refund (I am entitled to it according to the Consumer Rights Act 2015, as vacuum can be seen as "goods with an inherent fault"), I'm taking legal action against them.

I bought a Xiaomi Smart Desktop Air Circulation Fan believing from the description that it is battery operated - Charge the fan with the included 18W adapter or a power bank - but it doesn't have a battery. The app isn't very good and the 100 speed motor is a joke. The fan rattles when at full speed and gets confused with its angle on swing. I requested to return it, but it took a week to get a response and then I was on holiday so couldn't meet the return window. I'll never buy another product from them, worst customer support ever,

10/10 great service faster delivery don't know what all these other reviews are talking about

The company is completely fraudulent. Purchased a Xiaomi 15 phone in march and sent my trade in device. The company took 4 months to process my trade in amount which they couldn't and at the end they told me they can't process the transfer and sending my device back. Never ever purchase anything with them one of the worst customer service

Purchased xiaomi 9 fitness band had it since January this year lasted 6months before the issues of it turning itself off and constantly disconnecting itself from my bluetooth
Daily turning off ,only way to get it to switch on is to plug it in and power up via it’s charging cable
tried contacting xiaomi support fill out the online form for problems and issues it gets registered as feedback as there is no option to leave your contact details ,reason given for this is they don’t take details for security reasons 🤬massive get out of jail free card for a company that’s sold a poor sub standard faulty item
should be ashamed and refund or at least place the 💩 you sold
If i could give a zero i would but you get a less than deserved 1

Latest update xiaomi asked for more details requested a reference number ???
might help if you elaborate what the reference number is in relation to 🤬
Do you mean barcode number /band model number not very helpful
And telling me if i don’t reply with this information within 3 days my review will be removed
Funny i waited 2weeks for a response from xiaomi.

I sent my Xiaomi robot vacuum for repair on 7 May 2025 under warranty. It cost me £474 when I bought it in January 2025, and it stopped working within a few months.

Since then, Xiaomi has kept the device and repeatedly told me it's "awaiting component," with no clear update, estimated repair time, or resolution. It's now been over 6 weeks, and every time I contact them, I get vague replies asking me to “bear with them.”

This level of service is completely unacceptable — I’ve been without the product for weeks with no idea if or when I’ll get it back. I’ve now had to escalate the issue through Resolver and social media, which is not what I expected after spending nearly £500.

I am now requesting a full refund or replacement unit immediately. I cannot recommend Xiaomi based on this experience.

Bought a new phone flip from them. Had it for 5 weeks screen stopped working been with a third party company for two weeks now ..
Xiaomi want to play with with big boys
APPLE SAMSUNG GOOGLE
FALL WAY SHORT they should have replaced with new..they make out they are based in UK. They are not ..total waste of money

Quick honest experience
Bought a X7 for a good price then a week later the F6 was on sale for only £10 more, I purchased the F6 and had no issues whatsoever returning the X7 which was a nice phone under the 14 days return even with light use for a week, the return was prepaid via Xiaomi and the jiffy bag received for the return the next day.
Honestly cannot fault and am loving the F6

I purchased yesterday evening a X14T Pro Phone, taking advantage of the special offer that was available that expired at midnight. £449 for the phone less 10% discount, free Redmi Ear Buds and a 120W Hyper Charge Combo if purchased at the same time for 99p (normally £59.99)
....Or so I thought.
As I received an email at lunchtime today advising that the Phone and Ear Buds had been dispatched, but there was no mention of the Hyper Charge Combo.
I checked my order and mistakenly the Hyper Charge Combo hadn't been selected by me in error (an administrative error on my part I'm sad to say). Not to worry I thought, a company the size of Xiaomi would understand and would surely raise a separate invoice for 99p. How wrong I was.
I telephoned their advertised free phone number and spoke to a gentleman, whose English was not his first language. Yes I could have the missing Charger, but I'd have to pay the full price of £59.99. No flexibility whatsoever.
I phoned back and opted this time for the complaints line and did my best to explain. But the lady had difficulty in understanding me and talking to me in English. I doubt Customer Services are based in the UK.
After a long winded conversation, she said that she was unable to help, but did offer to escalate my issue. But that it would take 3 to 5 days to get an answer with no guarantee I'd get a Charger for the 99p cost.
I did say that I was amazed given the cost of my custom and that my payment was less than 24 hours old, that it was embarrassing for a company the size of Xiaomi to perform like this. I said if they will not agree to send me a 120w Charger Combo for 99p ...I will return the Phone and Buds for a refund and take my business elsewhere. (I did ask could they cancel my order NOW, but it was too late to recover the dispatched Phone and Buds). Pity.
Yes I made a mistake. But no flexibility was forthcoming whatsoever from Xiaomi and with great communication difficulties which I wasn't expecting.
My second Xiaomi phone and likely the last.
Lessons to be learnt here. Double check everything but don't expect good customer service or understanding.
Companies and suppliers should realise that consumers want and should expect good Customer Services and Relations Departments in the case of product support or complaints. Xiaomi didn't provide that quite aside from the 99p Hyper Charger Combo debacle.

(Looks like Xiaomi's standard reply on here is: Can we have more information to look into this for you....I hope they don't say that to to me if they reply, as I couldn't have been more clearer on the phone to their agents....But it was hard work I can tell you. Far harder than it ought to have been. Very very poor).

Ps. Having now read the many negative reviews on this platform since writing my own today, it has made me lose all confidence in the manufacturer and I haven't even received my goods yet. Dread to think of the problems I'll perhaps encounter if keeping the goods, should they either be faulty from the start, or at some point during the warranty period. I feel stupid for not having read Trustpilot before parting with my cash. I certainly wouldn't be a customer or another statistic had I done so.

***UPDATE***

19th June: Xiaomi have sent a nice email and a Coupon that has allowed me order the requested Hyper Charger at Zero cost to me. Yippee!
I'm grateful that Xiaomi have responded positively. However Customer service standards need to be improved. The negative reviews on here aren't helping Xiaomi's reputation and they must focus on the areas customers are highlighting. But thanks very much for my free Charger. I look forward to receiving it.

Wanted to return Poco F6 which I ordered mistakenly and buy the Poco F6 pro
Tried to cancel the order but their agent told me I can refuse the order once the delivery driver comes
Delivery driver left the phone without even informing me
Now as I couldn't reject the delivery I am left with no other option but to return the phone

Now I have changed my mind and wanted to keep the phone
But the phone's display has oled black smearing issue which is visible while scrolling through the settings app and when the display is in lower brightness
Their customer service assistant said they will replace the device
Let's see if they keep their words and provide positive service by replacing the faulty unit
I will write an update on this review once I receive the replacement device
If they do it on time and properly I would be more than happy to provide a 5 star

Can't judge the service yet
I will provide an update in this review about the service once the replacement is done

I purchased the X20 model vacuum cleaner worth over £300 in August 2024. Just over a month ago, it broke down completely. The company kept it for repairs for more than a month, and their customer service was absolutely appalling throughout the entire process.

The communication was dishonest and unprofessional - they constantly lied to me, claiming the repair was a "priority" and that they would "resolve the problem soon" and "call me back." None of these promises were kept.

Today, the vacuum finally arrived back from repair, but in an absolutely disgraceful condition. The base station, which was in perfect condition when I sent it, came back dirty and covered in deep scratches. The vacuum itself, which only had minor wear marks before, now smells terrible and is covered in deep scratches and small plastic chips - it looks like it's been dropped or hit repeatedly.

This is a complete nightmare. The way they treated my expensive product is unacceptable. I strongly advise everyone to avoid this company entirely. I will definitely never purchase anything from them again, and I recommend others do the same.

Save your money and buy from a reputable company that actually cares about their customers and products.

Xiaomi collected our scooter in April for service They LOST it. I am unable to count the number of emails and telephone calls but todate no scooter and no compensation completely unacceptable.

Stay away from this company. They promise a 2 year warranty but it is impossible to get repairs done. I have an issue with a brand new Xiaomi 14T Pro not wirelessly charging. made an evidence video which they asked, took me a dozen emails to get them to even accept the device as they asked for all sorts of information multiple times. finally, they sent a giffy bag to send the phone in to their third party repair provider. they sent the phone back with just one comment that 'no fault found'. sent another video evidence to xiaomi, who jsut replied, sorry our repair partners could not find a fault. Be aware of loosing hundreds of pounds as does not matter what the fault will be, they will just refuse to accept or repair it. By contrast, Samsung gives you the option to send a mobile repair engineer to your home address. I have been conned out of in excess of 400 pounds. never ever again i am going to touch this company again.

My Xiaomi Robot Vacuum broke under warranty in early May. A straightforward issue, or so I thought. This was the beginning of a full month of being ignored, misled, and passed between a half-dozen agents in what I can only describe as the worst customer service experience of my life.
Here’s the timeline of Xiaomi's failure:
* May 9th: My device is received by their service centre.
* May 31st: After weeks of silence, I'm told the device is unrepairable due to a lack of parts. I immediately request a full refund, as is my legal right under the Consumer Rights Act 2015.
* June 5th: The date I was promised a "final decision" on my refund. The deadline passed with no communication.
* June 6th: The date I was promised a "manager callback" to resolve the issue. This also resulted in nothing.
* June 9th: After chasing again, a new agent, Ganesh, personally promised me a "firm update by the end of business today." Unsurprisingly, the deadline passed with absolute silence.
Their support model is a masterclass in frustration. They "escalate" your case to a "senior team" that seemingly doesn't exist. They make promises they have no intention of keeping. You will waste hours of your life chasing them, only to be met with meaningless apologies and yet another false promise.
If you are buying a Xiaomi product in the UK, pray that it never breaks. If it does, be prepared for a fight. My experience has shown that their warranty is not worth the paper it's written on, and they will hold your money hostage while violating your consumer rights.
Avoid at all costs.

DO NOT USE THIS COMPANY!! I bought a fitness tracker through their website, but when I downloaded the app and filled in all the required details, it went on to ask me for my bank details. When I was then required to get a OTP from my bank it gave the alert "The is a scam!". Obviously I now want to return the item and get a refund but there is absolutely NO information on how to return and get a refund.

Bought the new Poco F7 Pro. There was a trade in bonus of £50. This is my second Poco purchase.

Have been told refund will be made to the original payment method.

No refund has arrived. Told there are issues between Xiaomi and Amex. Asked to pay by alternative method.

I have written confirmation from Xiaomi customer service that refund is due.

2x Staff members told me on the phone there is nothing they can do. Senior management are aware, but will not take any action or communicate. Also told this affects lots of people who bought using Amex.

If this is how management (both in UK and China) look at their customers, I will not be buying again. Shame on them.

I will mention their failures across as many social media as possible to highlight the poor attitude to customers.

My order number ends in 22621

Update - I provided the order number on the day of their reply. No follow up. Just like the call centre, the company representative here also fails to do anything or communicate.

I’ve been a loyal Xiaomi user for over 10 years, but this recent experience with their customer service has been incredibly disappointing.

I sent in my phone for a broken display. After three weeks of vague emails and poor communication, I was finally told the part had arrived and my phone would be sent back the next day. Then, out of nowhere, I get another email saying they had misdiagnosed the issue entirely and now need to order a different part.

It’s completely unacceptable that proper diagnostics weren’t done when the device first arrived. I’ve now been without a phone for over a month, with no replacement offered and no clear resolution in sight.

It’s a real shame, because I used to really believe in the brand. But after this experience, I can’t see myself buying from Xiaomi again.

The service is non existent. There is no option to cancel an order before dispatch as the option to do so is removed almost immediately. Contacted them and asked to cancel, told they'd escalate the issue and id hear back. Nothing heard back, just get a dispatch email.
Then ask to return item, as there is no option to do so on the order details page
Told the order has been successfully cancelled and I've been refunded when I'm literally looking at the items in front of me. Pointed this out to them and radio silence, absolutely clueless. Used the site several times and this is the first time I've tried to cancel or return an item. You better hope you don't need to as they do nothing apart from fob you off.

Don't buy a Xiaomi phone. They add lots of adverts, make it hard to access standard android features (eg launchers) and stop them working properly when you do manage to install them (eg gestures). That's on a £1300 flagship phone!!

Edit: I took up their offer to email, they replied asking for proof of purchase etc. They replied saying "Rest assured that we'll assist you with this" and then a sentence later "your product was not ordered from Mi.com, therefore we are unable to assist you"