WARNING: They Will Take Your Device and Won't Return It - Over 1 Month and Counting
I am writing this review to warn potential buyers about the horrific customer service you will face if anything goes wrong with your Xiaomi product. My experience has been an absolute nightmare. The Problem (July 2025): I bought a Smart Band 10 with a "free" Cuban Chain Strap. The strap was defective, constantly unclipping and causing the band to fall off. The band itself worked perfectly. The Ongoing Nightmare (August-September 2025): Forced to Send a Working Device: Despite me repeatedly explaining that only the strap was broken, Xiaomi UK support insisted I send my fully functional Smart Band 10 along with the strap to their repair centre (SBE Ltd). It was delivered on 26th August. Admitted They Couldn't Fix It (29th August): Within days, they confirmed the strap was faulty and out of stock. They offered a £20 coupon, which was insufficient to buy a replacement. They Have Now Stolen My Device: This is the worst part. Even though they knew they couldn't repair the strap over a month ago, they have still not returned my Smart Band 10. Contradictory, Incompetent Communication: I have received over 20 emails from at least 7 different agents (Tarsh, Jeremy, Aishah, Darvin, Ammar, Iqram, Caleb). They give conflicting information, ignore my questions, and offer pointless "goodwill gestures". One agent confirmed the return was being arranged, but others now say they are "waiting for feedback." As of today, over a month after they received my device, I have no tracking number and no idea when I will get my property back. The "Non-Resolution": After weeks of complaining, they increased the coupon to £30. I had to pay the shipping fee myself to order a replacement strap. However, this is meaningless because THEY ARE STILL WITHHOLDING THE MAIN DEVICE. (UPDATE - Early October 2025): My Smart Band 10 has finally been returned. However, it arrived without any prior notification, tracking number, or follow-up email. It simply appeared, which was as stressful as the rest of the process. This entire experience, from start to finish, was a masterclass in poor communication and customer neglect.