robosen Bewertungen 

We received a Robosen Soundwave that was malfunctioning immediately after we charged it for the first time. Unfortunately, trying to get help from Robosen has been extremely frustrating.

We have contacted the company numerous times through multiple channels. We have sent several emails, submitted multiple return/exchange requests, and left voicemails, but have received no meaningful response. No one answers the phone, our voicemails have not been returned, and the chat option on the website has not provided any assistance. Our return/exchange request has also gone unanswered.

This is a product that costs over $1,000, so I expected a much higher level of customer service and support when the product arrived malfunctioning. Instead, we have been left with a very expensive product that doesn't work properly and seemingly no way to resolve the issue.

At this point, I don't want a replacement or to continue going back and forth trying to get someone to respond. I simply want my money back.

The lack of communication and customer support has been incredibly disappointing and has completely overshadowed our experience with the product.

I ordered a Buzz Lightyear on August 7. UPS attempted delivery 3 times. They wouldn’t leave the package at the door, they wouldn’t let me sign it electronically, and they wouldn’t hold it at one of their locations- the way shipping had been set up by Robosen.
Package got shipped back to Robosen and arrived at their warehouse on August 21.
It’s September 18 and I have not received my Buzz Lightyear yet.
I have messaged Customer Care a dozen times over the last 4 weeks, I received 3 replies. Despite tracking info showing they received the package back, they kept me hanging on all this time saying that the shipper could not locate the package.
Eventually they confirmed the package got lost. They asked me 3 times if I wanted a reshipment. It has been 10 days since their last message and no replacement has been sent to me yet. TERRIBLE EXPERIENCE.

So far the customer service is just terrible. The company didn't provide a charging cord when they packed up MegaTron at SD Comic-Con as all the models were being displayed. I have sent emails, called a half dozen times and left messages and even resorted to reaching out to those with LinkedIn accounts, including the COO with no response. Company likes to sell their product, just doesn't believe in service to those who buy from them.

I bought the flagship Megatron and paid for the preorder of the new Fallen Leader Optimus Prime, spending a total of £2250-ish. Megatron arrived with a damaged battery that wouldn’t hold charge. I immediately contacted Robosen and after going through their troubleshooting steps, they confirmed it was a bad battery cell and said they had begun the replacement process for the robot. Almost two weeks later and I am still waiting. I have reached out multiple times and they have not responded since. No update on when or if they’ll be shipping a new one. Just nothing at all. I now feel I need to contact the bank and ask for a chargeback to refund me, because they haven’t answered a single email since they said they had begun the replacement process.

Edit: in response to Robosen reply;Robosen didn’t not send out the return label. I have the email chain to prove this. it took two weeks after they said they would send a return label for them to even reply again. Despite me sending multiple emails. I actually had to submit a second return ticket (and cancel my fully paid preorder for the upcoming Optimus prime flagship robot) for them to make any reply. Again… this is proven with the entire email thread. So yes. They did send the return label… after more than two weeks of silence. By which time my health had taken another downturn and I had been unable to do anything, until last night, because of needing medical attention (I can’t ship the item back to them from hospital, and I figured since they were okay ignoring me for two weeks, they’d be okay waiting for me to get back home before I arranged for the courier to get the item from myself, as I didn’t know when I would be out of hospital in order to arrange the courier beforehand.

And rather than admit their faults in their customer services, they spend time asking trustpilot to demand order nunnery so they can try to belittle people for honest reviews on here.

Trading standards are now being informed, along with press outlets. Very disappointing behaviour from a company charging more than £1000 per item, and require chasing so much when said item ships with a fault.

Avoid this company like the plague!

I probably should have read the customer service reviews before buying from this company. I have had zero success with contacting the company. They do not respond to their chat for customer service. They do not answer their phone for customer service and they have not responded to the emails for customer service.

Consider considering the high price that I’ve been paying for these robots, I own three and have a fourth one on the way, I am dismayed, at the lack of service I have received for such an expensive item. My thought is that I should probably sell these and recoup most of my money because if this is the way, the customer service team goes there is zero chance that I feel confident spending another dollar with them.

I cannot recommend Robosen highly enough! Their products are absolutely phenomenal and exceed every expectation. The attention to detail, cutting-edge technology, and premium build quality make every interaction feel like something from the future. It's clear that an incredible amount of passion and innovation has gone into creating such an amazing product.

What truly sets Robosen apart, though, is their outstanding customer service. Every issue I had was answered quickly, professionally, and with genuine care. The support team went above and beyond to ensure I had the best possible experience, making me feel like a valued customer from start to finish.

It's rare to find a company that delivers both world-class products and exceptional customer support, but Robosen has mastered both. If I could give them more than five stars, I absolutely would. They deserve 10 out of 5 stars for their commitment to quality, innovation, and customer satisfaction.

Thank you, Robosen, for creating such an incredible experience. I look forward to seeing what you come up with next!

Contrary to many other customers' experience, mine was very good. The product was sent to me within a deadline as it was a gift. They made extra effort to get the robot to me on time. I had no problem with communications by email, as I found them responsive and professional.

This is a great and awesome robot company and they make amazing characters come to life

It took a while but it was expected. Excited as heck

Première expérience et franchement au top . Service client et qualité irréprochable 👍

Malheureusement, le robot que j'ai reçu présente des problèmes avec les moteurs du bras droit et semble déjà souffrir d'une fatigue qui s'est manifestée dès le premier jour de la mise en route. Les saccades se produisent lors des animations du robot au niveau du bras défectueux. Les logiciels qui permettent de personnaliser le robot sont un gros problème, car ils ne sont pas à la hauteur du prix. Il est impossible de se connecter au robot, ce qui limite l'accès à la personnalisation complète de celui-ci et aux mises à jour. Ce problème ne se limite pas à moi, mais concerne également plusieurs personnes qui possèdent également ce Buzz l'Éclair. Des articles sur Internet ont fait part de leurs plaintes à ce sujet. Le robot est arrivé le 25 juin, et dès le 26, j'ai pris contact avec eux pour leur expliquer les problèmes de SAV. Depuis, j'ai seulement le droit à des échanges par mail me demandant de faire un nombre incalculable de vidéos et de captures vidéo qui concernent les problèmes. J'ai donc pris plusieurs vidéos montrant le bras défectueux, et également une capture vidéo du logiciel qui ne parvient pas à se connecter au robot. J'ai exprimé mon insatisfaction ainsi que mon droit de rétractation de ce robot pour en obtenir un nouveau, mais je n'ai pas encore eu de réponse de leur part. Je vais bientôt arriver à la fin de mon délai de rétractation de 14 jours. C'est donc une expérience décevante pour cet achat et pour le SAV.

Great Communication and friendly service. I want to give a shout out to Murray personally. He made sure that I was informed of my order. Thank you

Franchement, je suis très déçu par votre service client.
J'ai signalé un défaut de fabrication sur un robot Buzz l'Éclair dès sa réception, le 19 juin. Aujourd'hui, le 28 juin, je n'ai toujours reçu aucune réponse.
Qu'il s'agisse d'un jouet à 40 €, passe encore… Mais lorsqu'on achète un produit à 545 €, on est en droit d'attendre un minimum de considération et un service après-vente réactif.
Je doute que vous vendiez des milliers de robots de ce type chaque semaine, et les retours pour défaut de fabrication doivent être relativement rares. C'est justement dans ce genre de situation que l'on juge la qualité d'un service client.
Bref, je suis très déçu.
je met en place la solution CHARGEBACK avec ma banque pour annuler la transaction bancaire, je pense que sans l'argent sur leurs compte ils seront beaucoup plus réactif a me répondre, et la c'est moi qui prendrait tout mon temps pour leur répondre.
Réponse de ROBOSEN le 6 Juillet 2026 ( Je viens de recevoir votre e-mail. En revanche, il n'est pas approprié de laisser entendre sur Trustpilot que je ne consulte pas mes e-mails). Une entreprise qui remet systématiquement ses clients en doute sans jamais se remettre elle-même en question finit par devenir le véritable problème. En achetant un produit, on s'attend à un véritable contrôle qualité, mais au final, ce n'est manifestement pas le cas.

I emailed Robosen Support cuz my Flagship Optimus had dead batteries, they let me purchase replacement batteries and shipped it one week after payment. But I was disappointed after receiving the first package because the battery wouldn't fit.
Fortunately, they responded to my mail regarding this problem and shipped a correct pair of batteries. It took them a while, but they did get the job done in the end.

I am extremely disappointed with my experience regarding my Robosen Buzz Lightyear.
The issue is not only the product fault itself, but the lack of ownership and support afterwards. When I contacted Robosen, I was directed to Disney Store UK because the product was purchased through them. When I contacted Disney Store UK, I was effectively directed back to Robosen. As a customer, I have spent my time being passed between two companies instead of receiving assistance.
The most frustrating part is that neither party has clearly accepted responsibility for resolving the issue. I have provided the necessary information and made every reasonable effort to seek support, yet I am still left without a solution.
I have recently filed a formal complaint with Robosen and, at the time of writing, I have received no response. For a premium product at this price point, I expected significantly better after-sales service and communication.
A product can sometimes have defects. What customers truly remember is how a company handles the problem afterwards. Unfortunately, my experience has been one of delays, confusion, and being passed from one company to another without clear accountability!

I am disgusted at how this Company operates. I have spent 6 months following up on them and still Nothing.

I made a purchase on December 7, 2025 for the Optimus Prime Flagship. I received it on December 16th but it was defective. It would turn on and then fall down almost immediately, even after full charge. I sent in a RMA and was happy to see follow up within 1 week although it did take several emails and a phone call.

They sent me a return label to ship it back to them for repairs and then the nightmare escalates. No communication regarding the status of the repair or when I will get Optimus back. Then on January 24th, 2026, more than a month later, I get a delivery. I open it up and it was Optimus Prime Elite. Of course it will take almost another month for them to say send it back and then another month to get the right paperwork to do so.

On March 16th, I ship the wrong product back to them. Another month goes by and I receive tracking for Optimus. Perhaps, I will get him back in working order soon. That was April 21 and I am still waiting.

No delivery, no updates, no response from email or phone. Nothing. I am a patient person but this is beyond comprehension. An order from December 2025, it is now 6 months later. Not even a courtesy message. Multiple inquiries were made, and nothing. It's as if the company has closed up business but of course this is not the case. They are still selling products and taking people's hard earned money. This is extremely frustrating and disgusting. Customer communication and customer service is non-existent.

There is a complete lack of UK support for these robots. A dead battery after a few months of ownership. Have emailed Robosen support multiple times but have never had a response. There is no other way to contact them.

There are lots of reports of dead batteries so there is obviously an issue with them.

Based on this experience, i would NOT recommend purchasing anything from them.

Pre-ordered the soundwave flagship edition back in December, emailed support in Jan because the bonus voice card had not been added - they added it within a few hours, but never replied to my email.

Saw some awful reviews for Soundwave, saying it was the worst of the lot, then saw loads more reviews about how poor the support was and how volatile the robots are (poor software and defective hardware). Decided to cancel my pre-order, support did this within a few hours once more.

I received an email stating my order had been cancelled but "not yet refunded", I waited two weeks expecting the refund via PayPal, but nothing happened. I emailed support to ask if and when they would refund it - no reply.

I emailed several times again over the following 1-2 weeks - no reply.

I gave it one last shot - no reply.

Opened a case with PayPal for Robosen breaching my statutory rights, PayPal had to wait a few days to "wait" for Robosen to reply - and wait we did - no reply to the PP case. In that time, I emailed robosen again with the case number, saying they need to provide information or refund the money - no reply.

7 days later, PayPal ruled in my favour and clawed the money back.

Robosen are simply the worst, do your homework and read the recent reviews, whatever good reputation they used to be have has been destroyed by what they've become.

They do not care about you, they do not care about service, they won't even reply to a simple email and are clearly cherry picking the ones they do reply to.

Buyer beware, purchasing from them will give you an untold world of hurt.

-----UPDATE
After posting my review, within 12 hours I received the usual "Company X would like more information to validate your review" - I provided my details, including my order number. 'USUALLY', companies do this to track your order, figure out what happened and then reply, or they use it to claim they know nothing about your order to imply your review is fake.

However, I got nothing - no reply contact from support, no reply to my review, which fits perfectly inline with the experience I've received the entire way through.

I wish I could rate it below one star.
Based on my experience, dont depend on Robosen once you promise your kid with Megatron as birthday gift, they will accept the order depending on the availability of the stock, but they will never deliver it to you, beside that they will never respond to you whatever you call or send Emails.
Dame you stupid company, my kid not believing me cuz of u, you screwed his 6th year birthday assholes.

I recently picked up a K1 Pro and while the build quality of the robot itself is impressive, the overall ownership experience has been disappointing. It's strange that a company producing hardware of this caliber offers so little in the way of meaningful customer support or technical documentation.

Since I got it, I've been dealing with a recurring "joint stuck" error on every boot, and the app refuses to connect on top of that. I've spent hours searching online and nothing turns up. No troubleshooting guides, no community threads with answers, no official knowledge base addressing it...

I reached out to Robosen support last week and haven't received anything back, not even an automated confirmation that a ticket was created. I have no idea if my message went through, if it's in a queue, or if anyone will ever respond. Reading other reviews here mentioning the same lack of support is genuinely concerning for a product at this price.

There's a USB-C port on the robot which I assumed might offer some kind of diagnostic or recovery mode, but connecting to it does nothing visible. No documented interface, no tooling provided. I am also not sure if there's an option in the app for a factory reset since I cannot connect it.

For a product at this price point, the absence of basic recovery options, technical documentation, and responsive support is hard to justify. Robosen, if you're reading this: please publish a proper troubleshooting guide, give owners a way to recalibrate their robots, and at minimum acknowledge support tickets when they come in.

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Update #1: Unfortunately, as of May 16, I still have not received a response from support team, neither to my initial email sent on May 8, nor to my follow-up email sent on May 12 after Robosen team's reply here.

Update #2: I reached out to the Robosen team via WeChat on May 17 and they responded within a day. It looks like I need to ship it to their professional service center but I am not sure if there is one close to where I live and the cost might be too high when the delivery costs are included. I will update the review when I learn more about the process but at least I found a channel to reach the support team.

Update #3: Eventually, I learned that the service center is in China and considering the transportation + potential repair costs and the likelihood of the package getting lost on the way to China, I thought it didn't make sense to send it.