Nanoleaf is a green technology company that's transforming the way we light up our world with impeccably designed, ultra energy efficient LED lighting.
Most reviewers were let down by their experience overall. Customers frequently struggle with unresponsive support teams, difficult communication channels, and unhelpful handling of warranty claims when things go completely wrong. Consumers also encounter major ongoing issues with hardware quality, frustrating connectivity failures, and unexpected shipping delays that leave physical orders stuck or completely missing for weeks.
Some reviewers were happy with the nice products, beautiful lighting designs, and timely delivery services received initially without any major problems. Others noted that the equipment can look amazing once successfully installed, though achieving that operational state often requires considerable patience during the initial setup process.
I am extremely disappointed with Nanoleaf’s customer service and their lack of transparency when ordering products from their website. After placing an order, there was no clear communication about when my item would be shipped, and even after the supposed delivery date passed, I only received one flimsy response from their customer service team—followed by complete silence.
It feels like they take your money and then disappear, leaving you in the dark about your order. This is no way to treat paying customers. Their business practices are shoddy at best, and I would strongly advise others to steer clear of this company. Save yourself the frustration and spend your money elsewhere.
An update: I had to raise an issue via PayPal when Nanoleaf stopped all communication via email. Then they stopped communicating via PayPal. So as of today the issue has been escalated and I’m trying to get my money back.
PLEASE BE AWARE THAT THIS COMPANY GHOSTS ITS CUSTOMERS. HAS LITTLE OR NO RESPECT FOR ANYONE WHO HAS PAID MONEY AND NOT RECEIVED THEIR PAID FOR ITEMS. KEEP AWAY FROM THIS COMPANY LIKE THE PLAGUE!!!
Product died two months after the warranty end, having been used only a couple of dozen times. It's ridiculous how much they charge for such low quality products.
I too have been a victim of their terrible customer support and poor build quality. I have a canvas. The controller lasts a few months and then fails. They replaced the first time for free but the second time it failed they advised me to buy a whole new product despite only the control unit failing! It seems they are desperate for money and sales, asking me to re-purchase the whole thing when it’s just the control unit I need stinks of desperation. Such a shame as the product is advertised to look amazing. And it’s great whilst it works for a few months!
The customer service is awful and delivery is expensive and doesn't arrive on time
The customer service is awful. I've had my nanoleaf shapes for 2 years however they just stopped working for no reason about 3-4 weeks ago. I went through a bunch of troubleshoot processes I found online and still couldn't get it to work. After reading many forums, it seems the common issue was the controller no longer working (which makes sense in my case) and people recommended to contact nanoleaf to get a replacement free of charge.
I contacted nanoleaf on 7th Jan explaining my issue. I finally got a response on 16th Jan telling me to go through all the basic troubleshooting again.. So I did it all again (after waiting a week for a reply) and if course it didn't work. So I responded on 16th Jan advising this didn't fix the issue and re-explained the issue I was having. Well we are now on the 23rd Jan and I have still not received any response..
So as I wanted a controller quickly due to my husbands job, I purchased a new replacement controller via their website (for a staggering £35..) and then paid a further £8 for DPD 2 day delivery.. This was on 19th Jan and here we are 4 days later without even an inkling that the item has been shipped. For £8 delivery I would expect my item to be next day considering the item is very small and can fit through the letterbox. I am unsure what the hold-up is.
So once the next thing goes wrong with the nanoleaf shapes (which I'm sure won't be long as I've had no end of issues with them) they will be binned and I will buy a better product elsewhere as Nanoleaf seem to be cheaply made and their customer service is non-existent.
Dreadful soft, continually drops connections and requires rebuilds of your smart home set up, the more money you give to these guys the less reliable Thier products
Products don’t pair with apple home nor Alexa. I contacted customer support and they said it was a problem with apple (although I don’t have any other issues with other smart device brands).
It’s a real shame as their products look well finished and have loads of options.
The fact that they advertise a 2 year warranty and don’t accept returns is mind blowing, these guys need to be reported for false advertising.
Conclusion, will never buy stuff from them again.
Bought several products of Nanoleaf. Avoid them.
Products: They are very unreliable. After a few years they fixed it to a point where they work quite well, but generally their software sucks big time. The products themselves are not too bad. They do what they are expected to do and look good.
Service: Like most already mentioned, it's not existant. It took me weeks of back and forth mailing to get them to take back 3 lightbulbs that were faulty. I sent them back June 2024 and never heard of them anymore. Got no replacements nor any reimbursment for the faulty bulbs. It's been 3 days now since I contacted them again - no sign so far.
Avoid this company at all costs. All you get is expensive headaches. There's plenty of competitors who get their **** together (and are cheaper at that).
Ordered something and it's now been 10 days and it hasn't even shipped. Customer support doesn't offer any solution.
Originally they just didn't know how long processing times are and had to "check with their team". After 5 more days of nothing I messaged again and they then just admitted that they actually don't even have any in stock and have to wait for more, no eta can be given. That is so scammy. Don't accept orders you can't fulfill.
So out $250, no clue when I'll get what I paid for, and the company has no clue either.
Terrible, terrible customer support… it’s almost none-existent
I’ve had some issues with a number of Nanoleaf products, and it’s been extremely painful getting customer support. Numerous emails have gone unanswered. I will not be purchasing any more products and will advise my friends and family against buying from Nanoleaf.
Terrible support, I ordered some lights and when I unboxed them I found that they had obviously been returned before as 4 of the linkers were snapped in half and some of the broken bits were not even in the box. I contacted support to replace the linkers who asked for a photograph of the issue. I sent the photo and have heard nothing since.
Honestly don't be fooled by their products/website.
Me and my partner placed multiple orders. One arrived, 3 haven't, it's been 2 weeks.
Two issues:
1. I ordered their new range of the blocks, thinking it'll probably be their best product considering it's new, and it's been a massive let down, the transitions between the lights aren't smooth unless the brightness is above 50%, otherwise it just looks glitchy and bad tbh. More over, they don't make it clear that the shelves and peg blocks need drilling
2. I emailed to cancel all other orders, and they literally replied to say "I'm sad to hear that you wish to proceed with canceling your order. I have already request to cancel this order to our Logistics team. I'll update you as soon as I hear back from them."
It's been 6 days. No shipping, no cancellation confirmation, I have over £500+ just sitting with them in limbo
They'd probably have a better customer service if they hust replace it with useless automated service, because itd do a better job than what they currently have as "support".
Cannot emphasise this enough.
Do not buy their products go with govee or philips hue.
Their support is non existent, their software is horrendous and their new blocks range is glitchy as hell.
They won't cancel OR ship my orders and it's been 2 weeks.
I bought some shapes from amazon and they were absolutely great cuz or amazons support. But the items from nanoleaf itself are horrible:(
I absolutely love Nanoleaf’s products but hate there support
I absolutely love Nanoleaf’s products – they’re innovative and stylish, and I’d happily buy more. But their support is by far the worst I’ve ever encountered.
I needed a VAT invoice for my order and followed their instructions to the letter:
I contacted support before placing the order and was told to proceed and they’d issue the invoice afterward.
I entered my VAT number during the checkout process.
Despite this, after placing the order, I was told they couldn’t issue the invoice because I didn’t contact them in advance – which I did. This back-and-forth dragged on for over a month, during which I missed year-end promotions while waiting for their response.
The process is unnecessarily frustrating, inconsistent, and time-wasting. A simple system like VAT validation at checkout (as Amazon uses) could solve all of this, but instead, customers are stuck in a support nightmare.
Great products, but I won’t deal with this again. If they can’t sort out their invoicing process, I’ll take my business elsewhere.
Fraudulent customer service. They are running the clock and stopped communicating when I said I purchased the same product from Wyze. I will likely need to litigate this but wanted others to know here. Like other customers posted: their phone is not an active line. This outsourced customer support will end up running the business to the ground. And the product itself is buggy with the Apple Home app. All in all, you will be better off with a competitor.
I purchased a nanoleaf product before reading the customer reviews, and unfortunately received a defective product. Having seen this further on I didn't have high hopes in them fixing the issue with my product.
However, customer support were quick to identify the issue and replace the product within a week. Not the best customer support, but certainly not the worst. Product itself is stunning :)
Bought some of the Essentials bulbs to replace my standard LED bulbs. Set up was very easy and I was happy to find that my Google WiFi is a Thread hub so they connected to that straight away.
The bulbs dropped in price a few days later so I got in touch with customer support and they refunded me the difference within a few days. Great service
DO NOT ORDER IN IRELAND
The UK store does not ship to Ireland but the EU store does. However, when they ship products they only ship with an EU plug (No option to change) when raised this via support, I was told to buy a bulky adapter. There was no way to send me a UK Plug, after spending 1000e, I returned my items. absolutely terrible!
£6 delivery on a £10 part. Would have sucked it up had the delivery been 2 days like advertised. Took 2 days before they even shipped and then 3 days with the courier.
Decided to send it all back including the £150 main part.
Obviously awful customer service.
I’ve been dealing with Martha and Christhel who initially got back to me very quickly with some problem solving solutions. However none of these seem to work as it’s the controller that is faulty. It appears to be a well known issue after doing some research and reading forums but now the conversation has dried up. I do not feel as if my Son has used them enough for the controller to break. The shapes still work so all we are after is a new controller to rectify the issue, it’s not rocket science??
Yes I agree with other reviewers that this company has a very poor record when it comes to customer service. However! Yesterday I received my new Sense Plus light switch and it is brilliant. It was easy to install and works well with the three GU10s in the bathroom. On that basis I have ordered two more switches. If you want to use with other types of lights from this brand then check compatibility first. I have installed two Skylights recently which it does recognise but not my much older B22 bulbs and light strips. I have a lot of Nanoleaf bulbs and they have been fine for me for many years working on Apple HomeKit. I just wish they’d invest in some decent customer support services.
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