Smarthome

great products terrible customer service. comment is driven off of a 40min hold time and a showroom room employee (irvine location) who is not willing to provide a lending hand other than telling customers to call customer service

Melinda from smarthome
Contacted me with a great understanding of customer service
All issues have been resolved
Thank you

Great products, control everything from your phone ! The staff is very helpful and the new products that keep coming out will leave your desire for the latest and greatest always satisfied

I love my Insteon products that are available at the Smarthome store. The staff is very knowledgeable and helped me turn my dumb house into a Smart Home!

I went to the retail store in Irvine. absolutely no service with a bunch of people waiting and one guy working.

I sure wish I’d read these reviews before placing an order with
. Their customer service is nonexistent. I ordered an item on Dec 1 and got an email saying it was on backorder. That was fine. But by the beginning of January I still hadn’t heard anything so I tried to call them and was on hold for an hour and still never got through. So I wrote an email asking for the status of my order and after a few days someone replied that they’d look into it. Finally by early February I still hadn’t heard anything so I cancelled my order. I didn’t lose any money but sure wasted a lot of time on this.

READ THE BOTTOM — THERE IS AN ANSWER TO INSTEON PRODUCTS. — I have been a customer of Smarthome going on 10 years. The biggest issue is that their Insteon Switches only last just over two years. The warranty is 2 years, go figure. It is as if they intentionally make the switch last only long enough to go outside the warranty period so you can re-​purchase and keep their income revenue stream coming in.
Just this weekend, I received my order. How badly Smarthome messed up my order is pretty unbelievable. I ordered 10 items totaling over $ 300. I received various items that were not even close to my order. Switch colors were wrong, the 8-​button Insteon dimmer switch was missing, it was just a mess as if whoever packed the shipping box had no concern as to what went in. Very surprising. The phone operator stated that my missing and incorrect product products will re-​ship correctly. We will see.
***ANSWER TO YOUR PROBLEMS**** You may wonder why I still use Smarthome. We’ll I have invested a lot on my original purchase of Insteon products to automate my home, not knowing of an alternative to do everything I want. Well, it turns out that there is a great, publicly traded company that has all of the home automation provided by Insteon. The only difference is that they are very reliable and that is why the company has grown as a large, publicly traded company. So no more Smarthome for me. I am not in anyway affiliated with the company, however here it is: CONTROL 4. Google them for more info and see for yourself. GOOD BYE SMARTHOME!

***HUGE WARNING***: Most of their products work with their «Hub» controller. My house is outfitted with many sensors, cameras, switches, etc that are controlled by this little hub. The only available UI is a smartphone app. Many months ago, they «updated» their Android version of the app. Now, it crashes upon use. The App store is full of complaints that the new version crashes, yet they have made no attempt to fix it. They should have immediately rolled back to the working version (which is pretty much impossible for the average user to do — app stores do not work that way, only providing the latest version). As a result, the majority of their customers (myself included) are left with no means of adding new devices, re-​configuring, or remotely monitoring or controlling our thousands of dollars worth of Insteon devices in our homes. There has been no response and no attempts to fix this catastrophic problem for many long months now, which they could have solved immediately by rolling back the new version of their app. YOU HAVE BEEN WARNED! DO NOT EVEN THINK OF BUYING PRODUCTS FROM THIS COMPANY!!!

I think smarthome and Insteon is fantastic. I’ve had nothing but good experience and patience with their sales team. Do it yourself stuff is tough for the non techy but everything works and works well for me

Products are good but that’s where it stops.
Tech-​support is helpful but gets angry and agitated if you don’t get what they’re saying pretty quickly.
Customer service one and hopefully only experience.
They ship an item to me via FedEx then through US mail.
Doesn’t get to me. US mail does not know where it is. I called them and they tell me they would have to file a claim with the post office and I have to wait the entire time of the claim for my fully paid for item.
I tried to nicely explain to them that Amazon eBay target Walmart or any other retailer would send me another product and deal with the post office on their own and not make the customer wait 20 or 60 days for merchandise that he or she paid for.

Very poor customer service. Customer service staff is always annoyed to speak with customers. If I could give less than one star, I would.

If I could give zero stars I would. Without talking too extensively about past bad experiences with Smarthome, I will just say that two of the last Insteon items I ordered were DOA, the controller failed within six months. The range of operation was less than 30 feet and they failed regularly.
I should have learned form prior items which failed in the past and their total lack of customer service.
I have fifteen year old X-​10 equipment that still operates reliably and not one of the Insteon products purchased from them still works.
I suggest you do research online and then buy from Amazon.

I would not describe this business as reputable. I singed up for the $ 10 coupon for first online purchase, but it wasn’t accepted and didn’t explain why. I tried to use their chat line but it wasn’t working. I called the phone number, got the recording saying it would be a 15 minute wait, left a message and didn’t get a return call. I finally sent an email. I received a reply email saying the coupon was only valid on purchases of $ 200 or more. I wasn’t comfortable ordering on line with this business, and had already made my purchase from a more reputable company.

Great home automation store, lots of products in both store and catalogue. Friendly and knowledgable staff and customer service. Definitely worth checking out if you’re in the area.

Ordered a part. Was immediately charged. 10 days later part has
not been delivered. I called the supplier of the part. They told me
the part was back-​ordered (I assume from China) and won’t be available
for another 5 week. I’m pissed. No one told me this. I call SmartHome.
Recorder says wait time for assistance is at least 11 minutes. I wait.
7 minutes into hold, I get disconnected. I’m now really pissed. I call
back (coincidentally, the time is EXACTLY 10:00 a.m. PST when I
get disconnected. I call back, and get a recording… «The person
you are calling can’t take you call now». This goes on for at least
5 minutes. Then I finally get though… and now their recording
says .” your wait time is approximately 16 minutes” … and these
yo-​yos think I have time to play their games? NOT!

The absolute worst customer service experience I’ve ever had!!! Conversation began with me being polite and ended with me ready to slam the phone down through the table. The lady that answered the phone claiming to be cust service needs to be re-​trained immediately.

Horrible customer service, wont even respond to emails. They just ignore you. Plastic quality and QA is very poor. Look elsewhere, better device alternatives are on the market now…

Recently, I have had a very good experience with Smarthome customer services while resolving a challenging situation with one of the products that they sell on another manufacturer’s behalf.
The product from Smartenit was «buggy» (defective) from day one, however I only discovered it by an accident after a security alert that this product has failed to notify me about. Smartenit didn’t want to man up and refused to replace the defective unit persistently blaming me for not bringing this issue within their limited 1-​year warranty.
After I contacted Smarthome to see if they can do anything about it, I was immediately presented with a reasonable resolution. I have had real humans (Brian B. and Patrick N.) answering my emails and following up with me to ensure successful outcome. Brian’s professional communication style and live responsiveness have exceeded my expectations. Patrick was very helpful in making sure that I get a replacement as fast as possible with a free Saturday delivery.
It could not have been better outcome, and I can clearly see how Smarthome is executing on delivering a better customer experience that earns my loyalty and confidence.

I’ve spent thousands of dollars over the past 10 years from Smarthome. 2^nd time to their showroom.
The showroom place is an absolute mess. Most stuff on display doesn’t work, broken. Shelves with tons of returned products on them «possibly» for sale «If we can look it up on line and find the price of it.» according to the slovenly-​dressed, rude, and unhelpful worker. But, definitely not with any kind of discount. Many regularly-​displayed products with no description and no price.
I mentioned the 20 «Toggle-​linc» switches purchased for more than $ 60 a few years back, most of which mechanically broke with normal use within the first few months and asked about any parts to fix them. No parts, no warranty beyond the normal, original warranty, even though CLEARLY manufactured poorly, and NO SYMPATHY nor accommodation for a customer who spent lots of money with Smarthome.
DONE with Smarthome on line and Smarthome showroom. This business is pretty awful.

BEWARE FRAUD SCAM RIPOFF BAIT SWITH RESTOCKING FEE SCAM HIDDEN DROP SHIP STATUS
This company tricked me into ordering with them. I ordered an in stock item then after I ordered they classified it as drop ship and added a 20% restocking fee if i returned it. Beware the fake return policy. No matter what you buy they call it drop ship and will refuse to give return instructions. I am not allowed to return this item to Smarthome. They are refusing stating they can’t refund drop ship