Xplora Reviews 582

This watch is totally rubbish ,location update is always wrong ,accuracy 70-100 meter sometimes more and location showing not current or 10 -15 minutes before ,its looks what you buy Chinese watch for 4,99€ from Ali.i really not happy what I get for 159€

Terrible service I’m being chased for paying an invoice despite contacting this company to cancel my subscription. Someone from customer services said it was sorted a month ago and I’ve been receiving chasers once again. Hopeless.
Their contact us form is also in German!

I'm surprised by so many negative reviews. The first watch we had unfortunately stopped charging but Xplora sent us out a new one within days. The watch works well and has sensible functions. I do think the system needs a PC interface version of the app - like a messenger to contact the watch - this would mean a smartphone is not required for use of the Xplora. The X6 Play also needs a text function not just a messaging function so a child can send and receive a simple text from a saved contact's phone without Xplora installed on it. The X5 Play had this function. In general, we have had a positive experience with Xplora and I have recommended them to several people who don't want to give their children a phone, to distract them or to be lost, but still want to be able to contact their children.

Genuinely one of the worst customer service experiences I’ve ever had.

1. The watch didn’t work upon arrival. Fundamental issue.

Queue 36 emails later I’m being sent a new watch. Which I don’t really want.

Even after 2 months when they reached the point of offering me a new watch they didn’t send it “because the order was on hold”, if it wasn’t for my email 2 WEEKS later asking where it was I genuinely don’t think they would’ve sent it.

Avoid. Avoid. Avoid.

No even connection to WiFi

Do not purchase from this company!!
Daughter has lost watch and is out of contract. Still being charged a monthly fee!
Have tried to contact the company several times, phone number doesn’t work.
Last email I sent said the problem had been resolve, still being charged!!! So far I’m out over £50 without any resolution.
Avoid, avoid , avoid!!!!

The basic function of a watch is to tell the time. This doesn't even do that correctly. It took the watch a whole week to update the time via the mobile network when daylight savings arrived. Them it inexplicably changed the time back to winter time two days ago. No way of updating the time either. It allegedly does it automatically.
Customer care is non-existent. Spend time filling out an incident report from and it just bumps you to the FAQ page with no other way of contacting them. Dreadful aftercare.

Should have listened to the reviews. Took a chance as the idea is what we need product feature wise, but the lived experience is terrible.

There is no customer support to actually get their SIM working and terrible UX in submitting requests. Users are consistently asked to provide the same information in forms and Zendesk emails, whoever is reviewing these cannot put two items together to actually tackle the issues at hand.

They also make the returns process complicated and are falling short on their customer duties under the Sales of Goods Act.

absolutely a scam. Do avoid. Had problems from the start. Didn't call, didn't receive calls, didn't send texts, I kept messaging assistance and they all told me the same things I already tried, turn it off and on again, reset, make sure its on the newest update. Asked to cancel and refund 2 weeks after i bought it they said they can only cancel my contract 1 month before the end date and of course I paid for a year. Its a stupidly expensive sim and now theyve sent an email saying theyre completely shutting down my sim, looking into legal action because theres no way theyre allowed to charge me nearly 100 quid for a calls only sim then block my useage saying im using too much when its literally unuseable that has to be illegal

You are automatically signed up for a month to month plan after your annual subscription expires. I discontinued use for my daughter a few months after purchasing the watch and the initial (1year) plan. My child has not used the watch or the xplora services for over a year but the company continued to automatically bill me. This company like many others force you to provide automatic draft information for the service and then prey on those who didn’t think to cancel once the plan expired..::: I thought expired ment just that expired=end… not bill the customer until they catch on to the scheme.

But what’s worse, I called to address the issue. I was told refunds were not granted for “none use”, even though the watch hadn’t been used in over a year. I asked to speak with a supervisor/manager and was told he’d have to call me back as he was with another customer. The service rep said he’d inform his supervisor in the email that I wished to have a call back. But instead I received an email that said I needed to email service support for refund inquiry. The service rep finally stated that he spoke with other representative and that this company does not give refunds for none use.

If that is the case then require people to pay up front for service, that way we are continually abreast of our service plans. I had to pay for the plan upfront when I purchased the watch….. why not for future enrollments…. Deception.

Don’t use this company. There are other good kids friendly Watches and cellular companies….. who are WAY CHEAPER. All big brand cellular companies how have family apps are less expensive and their customer service is in my opinion, has more depth. I’d give the company zero stars if I could because I don’t like thieves or liars (deception is lying).

I have been trying to receive money back from watch that I returned more than a month ago, and still haven’t received the money.

Having brought this watch for my son last month, it has taken multiple emails back and forward to try and sort the problem...it will not activate. I have been told to try the same thing over and over again and then this morning been told they've made updates to enable it to work...low and behold, it doesn't. The activation process should be easy and isn't. Speaking with customer services is useless. It's all done on email and as far as I can tell, responses are from Norway so whether there is a time delay/ difference I don't know, however the support at best is poor. I absolutely do NOT recommend this company and will be insisting on a refund to ensure my son actually has the birthday present he so wanted, from a company that can and will acknowledge issues and offer a seamless and working product!

I have been trying to reactivate my subscription for about a month
No-one from customer services seems to know how to do this
Tried everything nothing is working
Mainly with the app
No one to actually talk to for customer service so it's emails back and forward for a month
Terrible service

Product is not fit for purpose. I bought about a year ago, and it fails to update location frequently, it runs out of charge. Support is next to useless and good luck if you want to cancel. Stay well clear of this product. I purchased through Amazon, and I can assume most of the reviews that are positive are fake, take a look at the 1 star ones, and you'll get a better picture. Amazon is effectively the only way that you can contact support, so if you do decide to ignore warnings, don't purchase from a retailer that doesn't offer protection.

After many emails they have sorted the problem we were having and everything is now working as it should. It would definitely help if they gave us a telephone number so that we could have spoken with them and resolved the matter much quicker. Just great to be able to keep in touch with our grandchild and this is now working excellently.

Poor customer service. Can get 2 watches set up on multiple devices waiting now more then 2 months for a replay on my first query, No replay on any of there platforms to explain how to change bank account for the debit order but no joy on how to do it. Its amazing they have no issues with taking your money but when you need them they are no were to find.

Customer service is so slow. Emails take around a week to reply to so can take months to resolve issues. No other way to contact customer service other than online.

I bought a watch for my niece for Christmas. The activation email arrived without an actual activation link, so it wasn't possible to set it up. The link to the account page doesn't work, and it's impossible to access it using the instructions provided.

Despite my sister and I sending multiple requests to the support and customer service team, we've been unable to get a resolution, almost 2 months later. From every outward facing indication, their technology and systems are terrible and just don't work, thus I would not trust them with holding sensitive information and location data about my kids.

DO NOT WASTE YOUR MONEY!!!! Poor coverage, poorly made equipment, and even worst customer service! I got this as a transition to a phone for my youngest and it stopped working after only two days. Customer service has been less than helpful and they only give you an email for customer service. A very expensive, frustrating and time-consuming waste of money.

Avoid at all costs! Absolute shambles of a company. Signed up to a monthly rolling contract. Cancelled it in October 2024, they continued to bill me and said I had to pay to end of December as I hadn't cancelled one the first of the month. Paid the additional invoice just to stop them hassling me. To then check my bank 20th January 2025 and they had used my card details from paying the previous bill and took another payment from my bank. Then continued to send reminder invoices. I had to contact my bank to get the payment canceled and them blocked from ever taking money from me again. When I contacted them they continued to say I hadn't paid an invoice from November 2024. Absolute madness. Never ever use this company. Their signal is terrible anyways and never worked. Watch itself is a good idea but most definitely get your own sim card with another provider and avoid signing up and using their own sim contract.