MAGNITONE Avis 

Product only lasted a year then stopped charging, after reaching out to Magnitone they said that if I did not take out the extended warranty there was nothing i could do. Seriously disappointed with the service. I will not buy this product again.

Do not buy Magnitone products!

I urge anyone considering their products not to do so, as this company prioritises profits over customers and operates with a disregard for the law.

RUDE and UNPROFESSIONAL customer service. Their customer service is shockingly slow, patronising, full of excuses and avoidance.

I purchased the Magnitone FaceRocket, which stopped working well within what should be a reasonable lifespan for a device costing £120.

As other reviewers stated, my device also developed a crack at the top and then stopped functioning altogether.

There are many reviews out there reflecting the same information, these devices become faulty. Unsafe.

Other customers received replacements which also stopped working. But Magnitone refuse to help.

Magnitone is very aware that their devices become faulty and leave customers out of pocket with non-functioning products.

I registered for an extended warranty in time and contacted Magnitone via their ‘help’ email with proof of purchase, as requested, and followed up multiple times.

I also tried calling and reaching out via social media - no response whatsoever.

There is no working phone number for Magnitone, no live chat, and they completely ignored my emails.

I called the HSNF Ltd office number, who owns the Magnitone company and left a voicemail, but no one returned my call. They do not reply to emails either.

Despite providing proof of purchase over a week earlier, no one responded or offered help.
Only after I made it clear, that I intended to take legal action and resent my emails as a new case, I finally received a reply.

They asked for proof of warranty registration, which I provided. I returned the device and have now received a replacement.

It took 3 weeks, from the date I first reported the issue to receive the replacement, which is far too long given how difficult it was to even get a response!
Too much work and effort by the customer.

Magnitone are now claiming that the warranty on the replacement device will expire on the same date as the original faulty item’s warranty - which is only a few months away, in December 2025.

Their ‘Team Leader’ - eventually responded weeks later, because all the management were “away on holiday”.

She confirmed that their policy which is “not to offer a new warranty for a replacement”. She claimed that is to “prevent customers from claiming a new warranty for faulty devices”.
However, by law - All faulty devices require full rights for returns and new warranties.

She insisted it is their "policy" not to reset the warranty period, and try to pass this off as “standard practice by all companies”, which it is not!

Magnitone’s policies cannot override statutory consumer protection laws and attempt to evade responsibility.

There is a lack of transparency and refusal to comply with basic contractual obligations and Magnitone is in total breach of contract.

Update:

20.08.25: had to chase for a response for basic information. Magnitone’s ‘Customer Service Manager’ responded. She asked for her name to be removed from Trustpilot, despite other team members being named in reviews from other customers).
She seems to be avoiding liability.

‘Customer service manager’ claimed that Magnitone are “not in breach of contract”, despite the fact that I have received formal legal advice and confirmation from Citizen’s Advice, that Magnitone is in fact in breach of contract and non-compliant with the Consumer Laws Act 2015.

Magnitone’s T&C’s do not mention a warranty for a replacement.
Magnitone therefore hide the fact that they refuse to issue a new warranty for a replacement device.

Magnitone failed to respond to my requests for information about being a member of the Alternative Dispute Resolution (ADR), which is required by law.

Citizen’s Advice confirmed that they have updated Trading Standards, and notified the ADR, that Magnitone have failed to confirm whether or they are a member. Retailers are required by law to confirm.

20.08.25, customer service manager stated in her email on that date, that Magnitone said that she would confirm though if they are a member of the ADR. However she failed to do so.

07.12.25 - Magnitone has still NOT confirmed if they are a member of the ADR, which is ILLEGAL.
Over 4 MONTHS has passed and the customer service manager FAILED to send this information. Which is formally considered a refusal. Magnitone ignores all emails chasing this up.

04.08.26. Magnitone, why have you still failed to confirm whether you are a member of the ADR? Breaking the law and unprofessional.

Magnitone continues to refuse to cooperate.

Preparing to take Magnitone to Small Claims.

Magnitone, I will not give up as you are hoping by ignoring emails now again, I will escalate this to the end.

The customer service from this company is appalling. I emailed on 5 September to let them know that an item from my order was missing and asked if I needed to return the order or if they’d send me the missing item. I was told to take a photo (of what I don’t know). I provided more details in case I hadn’t explained clearly, but I heard nothing back. I have emailed on a number of occasions for an update and just can’t get a response. I then raised a complaint, got an email apologising and asking to confirm my address. After 11 days, still nothing so I contacted them again, and you’ve guessed it, I still haven’t heard from them. My issue may be a small one to them, but I have paid for something that I haven’t received in full. To take no action and totally ignore emails is unacceptable. I would not recommend buying from this company.

I forgot to add voucher code of 15% off discount and realised just as I tapped the payment button. I messaged Magnitone and very quickly got a friendly email message back from lovely Priyanka saying she had refunded me the discount amount back on my credit card. I thought her customer service was excellent hence five stars 🌟 can’t wait to receive my order. If the Magnitone works well I will be happy to write another good review. Thank you once again. Regards Alka Popat.

After about a year and a half, my magnitone barefaced 3 brush seemed to sadly loose power and didn’t vibrate to cleanse as well as it had been. I contacted customer support as I had signed up for the free extended 2 year warranty. Priyanka was so helpful in quickly sorting this for me. Within a week, she arranged a free return with a replacement dispatched a few days after mine was received back at the warehouse. Thank you so much for your efficiency!

I purchased the Facerocket in December 2024. The plastic on the device around the rim has cracked and the device is now potentially unsafe. I reported the matter to Magnitone who asked for photos which I sent. I have had no response since. I have emailed - sent DMs on social media - added a review to their website which was not published and no response. At a loss what to do now except report to trading standards/take legal action. Really very disappointed with this terrible customer service.

Dear Magnitone

Many thanks for your reply dated 13th August. You do have my emails.

My Ticket number is 154367 which was raised on 1st July 2025. A member of staff named Eve replied and asked for photos which I sent through to her at 21:45 on 1st July. Since then I have had no reponse from you.

Are you able to find my e-mails now?

I would be very grateful for a reply

Many thanks

Kind regards

UPDATE 13:55 on 13.08.25

Many thanks for your reply - I have forwarded the photographs and my previous email to the email address you have provided.
Please may I now have a response
Kind regards

I don’t think they are a good brand. I purchased a face steamer and it was leaking from the reservoir, unfortunately I had passed the point of return. I also bought a barefaced facial scrubbing brush and the device would not charge at all…. Really poor brand wouldn’t buy anything else from them.

Re order MAG-UK-52323
Have had the face rocket since January. Massive crack has formed around the top of the device already. By the look of the reviews and comments I have seen, mine is one of many.
Absolutely no response from emails or message sent on social media.
Avoid this company. I'm over £100 out of pocket now and stuck with a device that could potentially be dangerous.

I had a very pleasant experience, provided by Priyanka She was very understanding, helpful and gave excellent customer service.
My issue was dealt with quickly and professionally.
I would not hesitate to buy from this company again.

After 4 x emails and 2 attempts trying to contact them via social media in regards to a missing delivery I have had no response. I will now be escalating this via my bank instead. Poor customer service

Returned the items I ordered weeks ago and still waiting on them to refund my Klarna account!
Awful customer service!
When will I be refunded?! Order no: 139977

I have the Dermaqueen. I only use it every couple of months. So I am unsure if this is the second or third time I have needed to charge it, but either way, it won’t charge, no matter the cable or plug outlet. It’s practically a disposable item. Or at least, that’s what I’ll have to do.

I have used Magnitone London's barefaced products in the past and love them. However, I bought the Barefaced 2 and had difficulty in changing the heads. I wish I hadn't tried now as the machine broke when I tried to change the head and customer services refuses to replace it, so I've just wasted my money. If you do buy this item, whatever you do, don't try to change the head. It would've been fine if I just used the one.

The first one I had CRACKED at the top. They replaced it. Due to illness I didn’t get round to using it until now which puts it out of warranty. By the way warranty is only extended to when you bought the first one !
This one had now CRACKED as well. It would suggest it gets too hot. A design fault !

I had been using Magnitone First Step for a couple of months when it stopped holding charge, I contacted customer service via email .. they agreed an exchange but it took in excess of 20 emails and many many weeks before I eventually received my replacement.. I opened it .. checked it .. charged it .. and this only held charge for 3 days even though instructions clearly state 1 full charge should give 1 month usage .. I again contacted Customer Service who have responded asking me to go through the whole time consuming returns procedure once more … if it wasn’t for the fact I have 6 brand new heads I’d stocked up on I wouldn’t bother .. when the brush worked it was good but it doesn’t last and is clearly not worth purchasing .. and customer service is frustrating and very very unnecessarily dragged out … wouldn’t recommend ..

I have bought a magnifying make up brush, which I only used no more than 3 times. I wanted to used again and the brush was not working. Obviously, I haven't used it in a long time so I put it to charge. After a few hours I tried again and it is not working at all. I have tried several days and still the same. Awful product.

PRIYANKA- great customer service she did help me with everything and solved all I needed help with really quick 5 star customer service.Thank you

Is really painful, all my muscles are jumping, and even my shoulders moving when I do the treatment. Is that normal?

So today 1st March I receive a response to my complaint which I left on the 16th December.
In response to your reply to my complaint I will give the time line of this debacle.
On the 17th November 23 I place an order.
On the 19th December 23 said order arrived.
I emailed Magnitone 3 times in total twice from my own email address, once on the company website.
The ridiculous return system you have in place whereby a customer is required to make contact with you prior to sending a return to obtain a reference number, I never received a response to any of my 3 emails, Magnitone do not make available a contact telephone number for you to call. As I was unable to obtain the required reference number from you I sent the item back signed for delivery on the 27th November 23 with an accompanying letter with all the relevant information, my home address, email address, contact number order number, no response was received from you even though the package was signed for on the 28th November 23 @13.46.
I waited for a reply and one was not received so therefore I contacted my card company regarding a chargeback, the refund was received from them on the 9th January.
A customer service representative emailed me on the 25th January 24 regarding the situation and I went through the whole sorry story with them. Today again I receive a reply to a complaint which was made on the 16th December nearly three months after.
In addition to this Magnitone contacted Trustpilot on December 17th asking for an order number email address so it could be looked into. No response received.
This whole situation is absolutely appalling, terrible customer service and you now try to say that you never received my email complaints. My opinion is that you failed to respond and failed to refund me from November through to January. Please do not contact me again regarding this matter.

Abi was really helpful, especially when I was annoyed and not the most polite! The issue was resolved and she should be really proud of how she sorted the situation. Very grateful!