The product was good quality and X Sense was easily to deal with. I returned the product and received a full refund. There was nothng wrong with the product, I miss understood the description about... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The team at x-sense was very helpful when I had issues fitting the new wireless smoke alarms over my old wired ones. Unfortunately there was no conversion kit available, however they were good at s... See more
Company replied
I bought the X-Sense mailbox sensor to replace my Ring unit which had become unreliable. I had a minor difficulty with the app setup and reached out to customer service and received a response within... See more
Company replied
I had a problem with my smoke alarm, so I contacted X-Sense support via email and Facebook. I received a very quick response via both channels with instructions on how to resolve the issue. I would li... See more
Company replied
Company details
Written by the company
X-Sense is a leading global home safety provider of smoke detectors, CO detectors, combination smoke and carbon monoxide detectors, smart home security systems, and security cameras, providing full security and protection for your home.
Contact info
1209 Orange St, Wilmington, 19801, DE, United States
- +1 (833) 952-1880
- service@x-sense.com
- x-sense.com
3.6
Average
196 reviews
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Horrible return policy
Horrible return policy , refused to refund for the wrong order sent.Beware. I even paid to replace them with the correct order expecting them to send prepaid ticket but they refused .They were removed from our vender list and we will never use them again.It will ultimetely cost them Thousands in business.
March 9, 2026
Unprompted review
Reply from X-Sense
Dear Dan，
Thank you for your feedback.
We’re truly sorry to hear about your experience and the inconvenience this has caused.
We have already provided a solution to your case via email. If you have any questions or need further assistance, please feel free to reply directly to that email.
Thank you for your patience.
X-Sense Team
outstandingly helpful
Quickly filled order. I ordered without discount, and after I found discount they retroactively applied the discount. The person I dealt with was Kris, they were very kind and patient.
February 28, 2026
Unprompted review
Reply from X-Sense
Dear Bill，
Thank you so much for your kind words!
We’re glad to hear that Kris could assist you and make the process smooth. We really appreciate your feedback and look forward to serving you again in the future.
Best regards,
X-Sense Team
Appalling Customer Service
X-Sense Combination Smoke and Carbon Monoxide Alarm XPOA-MR
False Smoke Alarm on 20 January 2026 (Continued after re-inserting battery)
Telephoned X-Sense support (08) 808 501 5078 (UK) on 20 January 2026. I was instructed to send a video showing the fault. Sent by email 20 January 2026
No reply to my email or contact from X-Sense support after 8 days
Sent another email on 27 January 2026, no reply
Telephoned X-Sense Support (2nd call) on 04 February 2026, I was told it would be escalated to Technical Support
After 35 days from first contact, telephoned X-Sense Support 23 February 2026 (3rd call), I was informed that the Technical Support Team is in China and they have been on 2 weeks vacation and they would send another email to the Technical Support Team.
I am disappointed after putting my trust in the X-Sense brand and spending £731,17 (Sterling UK GBP) in 2025 on their products. This is the support outlined
At the time of writing this review 03 March 2026, it is now 43 days (SIX WEEKS), and I have still not received any contact from X-Sense Technical Support
If you read this review X-Sense, please check your Customer Service/Technical Support database to confirm that the above timeline is a true record
Update
Received email from X-Sense dated 05 March 2026, to resolve the issue and send a replacement device
12 March 2026, received replacement X-Sense Combination Smoke and Carbon Monoxide Alarm XPOA-MR
January 20, 2026
Unprompted review
Reply from X-Sense
Dear Geoffrey Johnson,
Thank you for sharing your detailed experience. We sincerely apologize for the delays and the inconvenience you encountered during the support process. We understand how frustrating this must have been, especially after placing your trust in X-Sense and investing in our products.
We’re glad to hear that the replacement was received on 12 March 2026. We are reviewing our Customer Service and Technical Support processes to ensure faster responses in the future.
We truly value your trust in X-Sense and hope to provide you with a smoother experience going forward.
Best regards,
Products are amazing
Products are amazing. Interlinked smoke, heat and CO2. All integrated through the base station to Home Assistant using an integration but now I believe also available directly through MQTT hopefully providing local control.
February 5, 2026
Unprompted review
Reply from X-Sense
Dear Jason,
Thank you so much for your kind words! We’re thrilled to hear that you are enjoying our interlinked smoke, heat, and CO₂ detectors and that the integration with your Home Assistant setup is working well.
Yes, as you mentioned, our devices are now also available via MQTT, which provides the option for local control—giving you even more flexibility and reliability.
We truly appreciate your feedback and are always happy to hear how our products help make your home safer and smarter.
Best regards,
Smoke Detectors Failed
I purchased smoke detectors with voice alerts July 2025. The units test as being fine. However, when my house filled with smoke - none of them went off. I tested again and all still say they are fine. So, I have been under the guise of protection only. I contacted the manufacturer on Feb. 2, only to get a case number and an estimate of a 1 week response (not ok). It has been 2 weeks without a response. Now when I try to contact them, it says they are on vacation. Also, I just learned that his product is no longer offered on Amazon due to expired UL certifications. I do not recommend doing business with this company.
February 1, 2026
Unprompted review
Reply from X-Sense
Dear Holly Heil,
Thank you for your message, and we sincerely apologize for the experience you’ve had. We completely understand your frustration and concern, especially regarding the safety of your home.
First, please rest assured that your feedback is taken very seriously. The situation you describe — smoke not triggering the alarms — is certainly not the experience we want for any customer. We are committed to investigating this issue thoroughly.
To resolve this matter as quickly as possible, please check the solution we provided in the email.
We deeply apologize for the delay in response and any inconvenience this has caused. Your safety and trust are extremely important to us, and we are committed to providing a solution immediately.
Thank you for your patience and understanding. We look forward to your reply so we can make this right.
Kind regards,
Terrible Customer Service
If I could give zero stars I would. I ordered the 3pack CO and Smoke alarm combo. I realized the same day that I would not end up needing the order. I emailed twice and did not hear anything back by the next day. I then called and was assured the order would be canceled. At this point no shipping had been initiated. About a week later a box shows up with my order. I call customer service again to find out why this product was sent. They said it was a mistake and that they would be able to send me a return label via email. I thought everything would be good from there no problem. They are now retracting that last part and trying to now make me pay for the return becuase that is their return policy if it was not due to damage or defect. Even though this is not my fault and I was already told i would get a return label. Absolute garbage customer service. I am awaiting to hear back from my response to that email and if they rectify the issue I will change my review.
January 29, 2026
Unprompted review
Reply from X-Sense
Dear Markus,
Thank you for your message, and we sincerely apologize that our service has not met your expectations. We completely understand your frustration and the inconvenience caused by the miscommunication regarding your order and return.
To resolve this matter promptly, we would like to escalate your case for immediate review. Could you please provide the email address associated with your order, or alternatively, you can contact us directly again at support@x-sense.com?
Once we have your information, we will prioritize your case and ensure a solution is provided as quickly as possible.
We truly appreciate your patience and understanding, and we are committed to rectifying this situation.
Best regards,
Doesn't connect/work
Absolutely terrible installation. Thew it away after trying to connect the bluetooth around 50 times. This happened with two devices, not just one. Low price vs. more high end alternatives confirms low quality tech.
February 3, 2026
Unprompted review
Reply from X-Sense
Dear Aubert,
We’re really sorry to hear about your experience and understand how frustrating repeated Bluetooth connection issues can be. This is certainly not the experience we want our customers to have, and we sincerely apologize for the inconvenience caused.
Bluetooth connectivity can sometimes be affected by factors such as phone compatibility, app permissions, or the installation environment, but that doesn’t change the fact that your setup should have worked smoothly—especially with two devices.
If you’re willing, we’d truly appreciate the chance to look into this for you. Please contact us at support@x-sense.com
with your phone model and system version, and our technical team will do their best to help or provide an appropriate solution.
Thank you for taking the time to share your feedback. It helps us continue improving both our products and customer experience.
Best regards,
X-Sense Team
Everything works really good
Everything works really good! I have some false alarms, but that place that smoke alarm was at was a place that x-sense says that it could make false alarm ant recommend a heat sensor instead. I have now change that to a heat sensor.
January 25, 2026
Unprompted review
Reply from X-Sense
Dear Rasmus,
Thank you very much for your feedback!
We’re glad to hear that everything is working well overall.
You’re absolutely right — installing a smoke alarm in that location can sometimes lead to false alarms, and switching to a heat alarm is exactly the solution we recommend. It’s great to know you’ve already made that adjustment.
If you have any further questions or need assistance in the future, please don’t hesitate to contact us. We’re always happy to help.
Best regards,
X-Sense Team
Unsatisfactory
My first combination alarm failed and began to create multiple false alarms after about five months of use. I purchased another alarm to replace it but that unit turned out to be a non-stand-alone/non-wifi unit. I asked the company if I could have a refund or replace the unit. They stated no, but they'd offer me a 30% discount. I declined in disappointment. Bottomline, these could be a great option but without good performance and customer service they are less than acceptable.
January 18, 2026
Unprompted review
Reply from X-Sense
Dear Phil Goldstine,
Thank you for your letter. We sincerely apologize for any inconvenience caused.
We would like to inform you that we will provide technical support should any performance issues arise with the device. Additionally, if the device has already been activated, we regret that we cannot offer a return or refund. We ask for your understanding. For more detailed after-sales information, please visit our website: https://www.x-sense.com/pages/returns-and-warranty
We sincerely apologize that this service did not meet your expectations.
Have a nice day!
Best regards,
The support staff don't know how their…
The support staff don't know how their safety critical products are supposed to work. I have the smart smoke alarms, but cannot verify the interlinked function is working with the base station or without the base station. Please review my emails to your support staff.
Absolutely appalling 'not bothered' attitude to safety.
*edit*
Why do you keep saying theoretically? Does it not work some of the times?
January 14, 2026
Unprompted review
Reply from X-Sense
Dear Richard,
Thank you for your letter.
We wanted to inform you that when the base station is offline, theoretically, the devices will still connect via radio frequency. Pressing and holding the button on one device should trigger an alarm on the other connected devices. Additionally, after the base station loses power, the devices will interconnect via RF. At that time, pressing and holding the button on one device will trigger an alarm on all connected devices.
We hope this email is helpful.
Sincerely,
Ordered a home thermometer
Ordered a home thermometer. Support from x-sense was very good. Thank you. Will order again with them next time.
December 24, 2025
Unprompted review
Reply from X-Sense
Dear Dhana,
Thank you very much for your kind words and positive feedback!
We’re delighted to hear that you’re satisfied with your home thermometer and that our X-Sense support team was able to assist you well.
Your trust and encouragement truly mean a lot to us. We look forward to serving you again in the future, and please don’t hesitate to reach out if you need any assistance.
Wishing you all the best.
Kind regards,
X-Sense Team
Great experience!
I ordered the six pack smoke detectors (XS01-M) with hub during black Friday sale. One of the detectors was defective. After contacting customer service I was sent a replacement device within one week. Excellent service!
December 24, 2025
Unprompted review
Reply from X-Sense
Dear Kroevelke,
Thank you for taking the time to share your experience with us.
We’re glad to hear that our customer service team was able to resolve the issue quickly and that you’re satisfied with the replacement process.
Your feedback is greatly appreciated and motivates us to continue providing reliable products and excellent service. Please feel free to contact us anytime if you need further assistance.
Best regards,
X-Sense Team
The team at x-sense was very helpful…
The team at x-sense was very helpful when I had issues fitting the new wireless smoke alarms over my old wired ones. Unfortunately there was no conversion kit available, however they were good at suggesting alternatives, and dealt with me very fairly. I really did want the new alarms as the tech and features were far better than the competition. In the future when they have a conversation kit, they will be my next alarm
September 14, 2025
Unprompted review
Reply from X-Sense
Dear Ian,
Thank you for sharing your feedback with us.
It is our pleasure to offer service to you.
We are always here to help if you have any problems.
Have a nice day!
X-Sense Support Team
I had a very weird and unique problem…
I had a very weird and unique problem with my order. X-Sense did the impossible to help despite them not being at fault. I am very impressed with their customer service and the products are top notch. I dont see myself doing business with anyone other than X-Sense.
September 25, 2025
Unprompted review
Reply from X-Sense
Dear Marcos,
Thanks for the comment on your experience with us.
We sincerely appreciate your feedback and will try to offer a better experience for our customers.
Wish you a great day!
X-Sense Support Team
A Solid Customer Service Experience
Lighting fast shipping; Products seem premium; One item was damaged during shipping; Company reps provided timely communication and had a replacement at my door within 48 hours - much appreciated!
September 19, 2025
Unprompted review
Reply from X-Sense
Dear Chris,
Thank you for your kind words!
We’re glad to hear you’re satisfied with the products and our service. We always aim to provide premium quality and fast support—happy to know we could resolve the issue quickly for you.
Thank you again for your time.
X-Sense Support Team
Excellent Customer Service and Products
I bought a Smoke and Carbon Dioxide monitor from X-Sense about 3 years ago and it's been an excellent product, up to recently, when it went off in the night a few times for no reason. As per the manual I cleaned it thoroughly, but it still malfunctioned.
I contacted X-Sense who confirmed that it was under warranty and with no fuss or hesitation, sent me a new (newer) model.
September 21, 2025
Unprompted review
Reply from X-Sense
Dear Reilly,
Thank you so much for sharing your experience!
We’re glad to hear the product has served you well over the years and that our support team could quickly assist with a replacement. Your satisfaction means a lot to us, and we’ll keep working hard to provide reliable products and service.
Thank you so much for your patience.
X-Sense Support Team
A+ customer service
I ordered a 5-pack of X-sense smoke detectors which got murdered by my USPS letter carrier who is the worst. X-sense hooked me up with replacements. Thank you so much.
September 3, 2025
Unprompted review
Reply from X-Sense
Dear Tyler，
Thank you for sharing your feedback with us.
It is our pleasure to offer service to you.
Please feel free to contact us if you have any problems.
Have a nice day!
X-Sense Support Team
I cannot fault it
I cannot fault it
My reason for getting the smoke alarms is because on odd occasions we both have to work the night shift and I have a dog at home. To me the house isn't important items can be replaced but my dog cannot! We have 3 smoke alarms attached to the base station. Everything I ever set up is always a nightmare but this was pretty easy for even me! So my concern was that I could "test" the alarms via the app but after about a year I worried that I had never heard these alarms go off even if there had been a bit of smoke. I messaged customer services who sent me an email back the next day telling me how to test them with smoke. This was a really fast reply and they were lovely! 2 days later hadn't tested them but my mum charred some bread in the toaster and the alarm went off. Straight away I called her to check she was ok getting the response of "I burnt the bloody toast!" She said the alarm was that loud that the neighbour who was stood at the bus stop heard it and as she opened the door he to let the smoke out she told him she had burnt some toast. He commented on how loud it was laughing. She said the neighbours wouldn't be able to sleep through it... So in my eyes that's great!
September 10, 2025
Unprompted review
Reply from X-Sense
Dear Samantha Couzens，
Thank you for the feedback.
Great to hear that you had such a good experience interacting with our product.
We will try our best to offer the best product to our customers.
We are always here to help if you have any issues.
X-Sense Support Team
Excellent Collaboration Results in Great Solution
I have a more complicated home and wasn't sure what products to use. I thought I'd get a simple answer back but it turned out to be a GREAT experience with their support team as we worked through the needs for my home and extra buildings. The collaboration was excellent and we ended up with the right solution, much better than I'd have done on my own.
September 1, 2025
Unprompted review
Reply from X-Sense
Dear Pete,
Thank you so much for your kind words!
We’re very glad to hear that our support team was able to work with you step by step to find the right solution for your home and extra buildings. Your satisfaction means a lot to us, and it’s great to know the collaboration helped you achieve an even better setup than expected.
If you ever need further assistance or have new requirements in the future, please don’t hesitate to reach out—we’ll be happy to help.
Best regards,
X-Sense Support Team
The product SC06 is false advertised
The product SC06 is advertised as being able to link up to 24 detectors together to ring at the same time this is not the case. They even show a picture on their website showing them linked when you call them out on it they tell you the only way to get a return is to not have installed them and send the pictures of them in their original packaging which is impossible because you don't find out they are not what they said until you install them! They are completely false advertising and a rip off most people claim they don't actually detect anything. I write this as a warning to anyone looking at these do not buy! I will be filing a claim against them for the false advertising and getting my money back. They say they already located in Delaware but they are in China.
August 19, 2025
Unprompted review
Reply from X-Sense
Dear Customer,
We are very sorry to hear about your experience with our SC06 detectors, and we fully understand your frustration. Please accept our sincere apologies for the inconvenience caused.
The SC06 detectors are standalone units and do not support interconnection. We regret if any advertising or information you saw led to a misunderstanding — that is not the experience we want for our customers.
To help you further, could you please send us an email at support@x-sense.com with your order invoice and a short description of the issue? Our support team will verify your order and work with you to provide the best possible solution, whether that is a return, replacement, or another arrangement.
We greatly value your trust and will do our best to resolve this matter quickly and fairly.
Best regards,
X-Sense Support Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.