HONOR UK Avis 

HONOR phones are good. HONOR customer service is an absolute nightmare.

I want to start by being fair about the product itself. I genuinely like HONOR phones. That is precisely why I became a repeat customer and have bought four HONOR devices. I wouldn't have kept spending my money with them if I didn't think the hardware was good.

Unfortunately, my experience of HONOR when something actually goes wrong has completely destroyed my confidence in the company.

My Magic V5, costing over £1,100, developed an inner-screen fault when it was less than five months old. It hadn't been dropped or damaged. HONOR/SBE initially classified it as physical damage and wanted £662.32 to repair it.

After escalating and arguing my case, HONOR eventually agreed to deal with it without charge. That should have been the end of it. Instead, it was the beginning of weeks of excuses, delays and endless promises that things were being “chased”.

Eventually HONOR told me the repair was taking too long because of problems obtaining parts. I was then told in writing that they were replacing the phone directly from their warehouse.

They even gave me a tracking number for my replacement.

The parcel arrived.

It contained MY ORIGINAL BROKEN PHONE, STILL UNREPAIRED.

You genuinely couldn't make this up.

HONOR subsequently admitted in writing that there had been a “massive error”. They arranged for me to return the broken phone AGAIN and explicitly confirmed in writing that I would receive an exact replacement from NEW STOCK — not repaired, not refurbished — dispatched from their warehouse partner CEVA.

I was also told that the new phone should be dispatched on the same day they received my faulty handset.

They received it on Wednesday 14 October at 12:37pm.

It is now Monday 19 October. No replacement. No dispatch confirmation. No tracking number.

I have chased them repeatedly by email. I have called them. I have spoken to their so-called VIP support. Every response amounts to the same thing: “we're chasing it”.

Today I specifically asked for someone to actually resolve this rather than fob me off with another email saying it was being chased. Nothing. Complete radio silence.

At this point HONOR has my money AND my phone, while I am left without the £1,100+ device I bought and rely upon.

I have now had to open a Section 75 claim with American Express and make a formal complaint to HONOR simply to try to get them to honour something they have ALREADY AGREED IN WRITING to do.

This is hands down one of the worst customer-service experiences I have ever had.

The most frustrating thing is that I actually LIKE their products. I was a loyal returning customer. But what good is an excellent phone if this is what happens when it develops a fault?

Based on my experience, I would seriously think twice before spending £1,000+ on a HONOR device. You're not just buying the hardware — you're relying on the company standing behind it when something goes wrong.

My experience has been weeks of delays, contradictory information, a broken handset being sent back to me after I was told a replacement was coming, repeated promises that haven't been fulfilled, and an apparently endless cycle of being told somebody is “chasing” something.

Absolutely appalling.

Some of the worst customer service of my life.

Ordered a phone, had a tower fan turn up instead. Spoke to them on phone and told the complaint and investigation team only deal with customers through email. Their response time is... Poor...

Multiple emails back and forth, they wouldn't refund me for the phone they had either mislabelled in the warehouse, or had been swapped by DPD, until I completed a denial letter stating I hadn't stolen the phone.

The DPD delivery picture shows a four and a half foot tower fan in the delivery photo... The labels on the tower fan match my order, so seems very likely the warehouse messed up. Yet Honor seemed to want to blame me for the situation.

They then asked for the fan back (totally reasonable, and I don't want it) but gave me a 6 hour window for pick up... And again wouldn't give me a refund till they had collected it and confirmed it was theirs and worked fine... The return shipping address was freight transport to Gatwick.

While pestering for my refund they offered me a £30 voucher instead?!

Had to go through PayPal to eventually to get my refund. Took almost 4 weeks. Genuinely horrendous.

Honor has failed The Trade in part of the purchase contract of a new Honor Magic V6 costing me £1200, where Honors Trade In Partner Recommerce failed to pay me the agreed payment for the Samsung Z Fold 7 trade in handset I sent them . No Trade in payment received in 6 weeks and Recommerce constantly lying to me. Honor are absolutely useless in sorting it out. I don't know how many emails, phone calls I have made to both Honor and Recommerce, but it's probably getting on for around a hundred or more. I even sent the CEO of Recommerce.com a personal message through LinkedIn.... Guess what??? No reply.

I have had to open a Section 75 claim through PayPal Credit because of all of this, as both companies are equally liable for goods purchased on Credit.

It's an absolute disgrace and I feel utterly let down by Honor. With a name like Honor you would think they would do the decent thing and get me paid, but Honors Higher Management team who I escalated this to, seem very incapable/toothless and will never speak to me in person. It's all emails about how they have multiple teams reaching out etc etc... Blah blah blah!! and never any resolution found to pay me what I'm owed. There is absolutely no Honor being shown!!

Effectively Recommerce has stolen my Trade in phone and Honor are allowing them to get away with it. I've asked Honor multiple times to uphold the trade in and pay me themselves as they are jointly liable with Recommerce... Guess what?? They refused, citing it is against company policy!! What kind of company does that to a new customer who has just spent £1200 on a new handset with them???!! It's unprofessional and quite honestly the worst kind of customer service you can provide... or fail to provide! And not only that, it shows a complete disregard for the law, concerning goods bought on Credit. You cannot state it's against company policy, when you are jointly liable.

Shocking and disgraceful. Will never recommend or deal with Honor again or will any family member or friend I talk with.

Honor... And your chosen Trade In Partner Recommerce.... You should both be ashamed of yourselves!!

OK if ur a rocket scientist...
If not ur going to get a massive headache n totally mentally drained

I purchased a HONOR phone because of HONOR's integrated trade-in promotion, completed entirely during checkout, offering a £390 trade-in payment plus a £200 trade-in bonus.

My trade-in device was received, inspected and validated by HONOR's trade-in partner, Recommerce, who confirmed the £390 value and stated payment had been processed. However, like others here I never received the payment. After discovering my bank does not accept international transfers, I promptly provided alternative bank details, including an IBAN, but the issue remains unresolved and not even sure if that was the problem.

Recommerce has been unable or unwilling to provide a payment reference, transfer trace, proof of payment, or confirmation of what happened to the funds. My bank details were copied directly from my banking app, so I know they were entered correctly. It was also not made clear that Recommerce is a French company. As the device was sent to a UK address, I reasonably assumed the trade-in process was UK-based. Therefore Small Claims Court is not possible.

Most disappointing has been HONOR's response. Despite the trade-in promotion being advertised and completed as part of the HONOR purchase process, HONOR has declined to take ownership of the issue and simply referred me back to Recommerce, who stopped responding. HONOR say they are unable to communicate directly with their own trading partner

I remain without the £390 payment while my trade-in device has been retained. A company should stand behind the promotions it uses to secure sales and support customers when problems arise. Unfortunately, that has not been my experience.

I will happily update this review if HONOR helps resolve the issue. If not, this review will remain unchanged (ref HOGB6AAD4787F02D5).

I have had a serious problem with the inner screen 1 month after the warranty expired. Started with a small 2cm purple line at the bottom of the exact centre of the crease now has turned thicker and black and also developed 2 vertical top to bottom white lines and the inner screen protector has delaminated. Bear in mind I used it for a year with a full 360 protection case that also protects the hinge, never dropped and only opened to use the inner screen maybe twice a week. This phone was used with care and yet still developed a problem with the folding screen. I am currently in Hong Kong on holiday and took it to Honor's official repair centre who confirmed it was out of warranty and wanted HK$ 4400 to replace the screen even though they could not find any damage to cause it. Really disappointed with Honor's customer care on £1600 phone: definitely no goodwill and for sure won't be buying another Honor phone even if technically they make very good phones.

This company is scammer. I bought honor magic v6. And they were giving me extra discount if I choose trade in. So I got attracted and chose trade in. It's been nearly a month and I haven't received my trade in money. They ask me to contact recommerce company who do this trade in. But no one is responding about my money. I send so many emails and every time they says I'm going to check with account department. But nothing happening. Don't fall into this trap guys. Be aware.

Over £2,000 down, two weeks later, no phone and still no resolution
I really did not want to resort to leaving negative reviews about HONOR, but after two weeks of chasing, I genuinely don't know what else I am supposed to do to get somebody to take this seriously.
We placed an order worth over £2,000. DPD marked the delivery as complete, but we received only the promotional fan — the phone was not there. The delivery photograph itself shows the fan, not the missing phone.
During a telephone conversation, Cristina from HONOR acknowledged that she could see an irregular pattern in the DPD tracking, where it showed as not delivered and then approximately two minutes later changed to delivered.
Since then, we have repeatedly chased HONOR. We have completed their denial letter and resent it with a handwritten signature when requested. We are still being asked for a police report despite reporting that the phone was never delivered to us.
The matter has apparently been escalated and Management Isuri has been involved, yet we are still no further forward.
Yesterday I was told 100% that somebody would contact me today between 9am and 6pm.
Nobody contacted me.
Two weeks after placing the order, we are over £2,000 down, without the phone we paid for, and still chasing HONOR for answers.
I don't want another apology, another promise of a callback or another generic response telling me the case has been escalated. I want somebody with the authority to deal with this to take ownership of the case and resolve it.
I am only posting these negative reviews because my attempts to resolve this directly with HONOR have got me nowhere. Once HONOR resolves this properly, I will happily remove/update the negative reviews.
HONOR, please have somebody who can actually resolve this contact me and bring this matter to an end.

I am writing to detail the disgraceful service I have received from Honor and SBE

First, after apparently repairing my device (I hope) SBE were given an incomplete address by yourselves and hence Royal Mail couldn't deliver the phone to me.

I contacted Honor the very next day and got no real response and no clear answers. SBE after dragging their heels finally advised me Royal Mail take 15 days to return to sender so I have to wait. I was already frustrated but felt powerless to do anything else.

At this point, Honor were still confused - but where's the standard of care? Never was I kept updated. When I emailed, half of my emails were ignored. No realistic timeframe was given.

Now, it's been 4 weeks since the failed delivery. My phone should have been redelivered by now. If not, really Honor should deal with the problem with Royal Mail - but I should not have to be waiting - send me a replacement device so I'm not suffering due to an issue caused by yourselves originally!

Finally, whenever I email I get a delayed response which is generic with no meaning. I called and was told a manager would call me back - who never called me back.

I then get another generic email! Show some urgency and care! Show you know what you're doing!

It's absolutely disgraceful. Not only is there service horrendous but you have no hearts or sympathy either!

I'm demanding a replacement device ASAP and some compensation. I'm going away Thursday so everything needs to be fixed by then - I've waited too long and this is absolutely unacceptable.

And imagine, I try to complain on the website and it's always failing.

Disgusting.

Honestly, don't know where to start. Contacted them as I am still in warranty with my Honor Pad 10 and the Bluetooth keypad was faulty as one of the keys had broken quite early into using the device. I rang the London office up who advised me through a call to log it and they will look into it. Was advised to fill out a form and then an email was sent stating that a courier DPD was being sent with tracking number. For over 2 weeks DPD never arrived. So again had to ring the customer service number. Again they requested the courier to come and collect on two separate occasions waited in on both days nobody from DPD turned up. Customer service then got in contact with me by email to state they were in contact with the couriers and that they apologised for this that this wasn't collected. I responded over the weekend that I was unavailable as I was away. By this point I was apprehensive in even sending it out via DPD due to the messing around with collection and in the end I just purchased a new keyboard as I was not confident that it may arrive to Honor or come back to me when investigation would have completed. Such a failure on both Honor and DPD wouldn't recommend at all.

repair centre is just disgusting. Liars Liars Liars
I sent them keyboard with one falling button falling off.

They said it is not a warranty case. Ok, maybe, but I believe it is warranty case.
The only 1 button fallen off from the keyboard. They gave me the price for repair of this 1 button of £86. I can buy the same NEW keyboard for £25.

When I refused to repair with them they sent me back keyboard without "Ctrl" button. When I asked them about this button. They just said I did not send them this button. Liars Liars Liars

This repair centre is just disgusting.

I bought the Magic v6 and I am happy with it as it is a good product.
I asked the customer to give ke some promotion as I missed the offer which has finished, they responded nicely and gave me a voucher to use, the voucher didn't work and when I told them that the voucher doesn't work, they denied to reactivate it or send me anew one .
The customer service is the one that deserve one star.

The worst customer service I have ever experienced. I was promised a claim gift that was supposed to arrive within a maximum of 3 months. It has now been 4 months and I still haven't received anything.
I've tried to get this resolved, but the service has been extremely disappointing. Promises were made when I took out the contract, but they have not been fulfilled.
Based on my experience, I would not recommend this company. Be very careful and make sure you get everything they promise you in writing before signing a contract.

Like others,avoid,no wonder they arent a serious brand in eu and uk,something damages they dont fix or return,or say its something different was sent back to them,abit scammy to be honest,4 weeks later they havent sorted it useless

Purchased the Magic 8 pro on the 20th of August, called them on the 25th as it hadn't shipped, I was told sorry we will ship today if not the very latest tomorrow guess what it's still not shipped 6 days after payment 🙄 so much for next day delivery. Purchased many items from them in the past but this experience has left a bitter taste as when you need help they just fob you off, you have now lost a long time returning customer who did purchase a new phone and tablet yearly.

Today incident made me recalculate my opinion because of an honor charger my flat nearly got burnt
Don't buy their products they're unsafe and advice warranty with a phone doesn't cover the accessories for the 24 months warranty they claim
You'll only get 3 months for the plug and 6 months for the cable which tells me they know the quality of their products and wouldn't want nothing to do with it once they're sold
Don't fall for it thinking your making a good purchase
People stay safe and blessed
I hope my advice doesn't get ignored

placed an order on the basis of next day delivery, honor took the money and no sight of the delivery, now on next day+5, chased via website chat, was told order number was invalid, requested a cancellation to be told it was too late to cancel as order had shipped, questioned how this could be as my order number was invalid, human chat disappeared to be replaced by chat bot, who patronisingly explained how it knew how stressful a failed delivery could be. I would advise anyone considering a purchases from Honor to reconsider as they have no honor, scam site through incompetence or malice. avoid. going back to Samsung who can have the extra £500

Update.
on next day delivery +6 I took out a payment dispute with PayPal. it is now next day +14, PayPal upheld my case and refunded. in the 14 days since order Honor have not once initiated contact with me. they clearly do not care once you have placed an order.

I bought the Honor Magic 8 & it's the best day to day practal phone I've ever had or seen great value for money, battery lasts days & invincible thank you HONOR!

Awful customer service.

If you manage to get past their AI reply, fortunately I got to experience speaking to a customer support representative about a purchased product that isn't functioning properly. Their response...

'We also appreciate your feedback regarding the colour, fit, sound leakage and overall experience. We understand your concerns and apologise that the product has not met your expectations.'

No, lets try to fix this for you, or perhaps its broken. Just you paid for it and thats it, it's you problem now.

Honestly, a first class lesson in how not to treat customers. Good job Andrei.

If i could give less than 1star i would. From when US ban Huawei from having google sarvices i decide to go for Honor. Basically my entire house are using Honor products. Smartphone, smartwatch, headphones and earbuds. I went from several smartphones and smartwatchs models.. Everything fine till you need the customer service.
I bought a headphone for my daughter for Christmas, after a couple of months stopped working. I contacted the customer service for the warranty, was realy difficult to get send them back and it took ages for them to send a replacement. Even if the tracking number was showing they received the item, they was emailing me that i havent send the item back. Ok after ages i manage to solve the matter.
I bought for ny husband an Honor smartwatch and like a boundle a smartwatch. After around 6month the smartwatch wasn't charging anymore. Even after all night in charge was still at 33%. I decide to contact the customer service to use the warranty. And with this the hell started. I have explained them the situation and they agree to take the waych back and send a replacement in 14 days. That 14 days become more than 1 month to receive aftet an e-mail stated the watch i have send back is not an Honor watch. (i have informed them that i have changed the original strap because was giving me dermatitis). Basically they accused me to send back fake smartwatchs and try to make a fake claim. This is going over any imagination.
Customer servise is the worst that i ever seen in my 37 years. At this point i strongly don't recommend to buy anything from them because in case of faulty you will have to deal with the worst on the market. Even temu customer service is better.