Twinkly Customer Service 👿🤬😡😠💢😤
Listed below are our top recommendations on how to get in contact with Twinkly. We make eduacted guesses on the direct pages on their website to visit to get help with issues/problems like using their site/app, billings, pricing, usage, integrations and other issues. You can try any of the methods below to contact Twinkly. Discover which options are the fastest to get your customer service issues resolved..
The following contact options are available: Pricing Information, Support, General Help, and Press Information/New Coverage (to guage reputation).
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Read 15 Customer Service Reviews 😭😔💔
Twinkly customer service is the absolute WORST! There is no phone number or chat feature like every other reputable company. So, I was forced to use their contact form for what should be a simple connection issue between a tree and their app. A new person replies every time with a new auto generated list of demands that risk compromising customer security (no, you don't need to see ALL available networks, just my devise and the tree). Would recommend returning their products since they don't stand behind them or their app.
I have been working on connecting 2 strands of 250 strings for TWO DAYS now and I’m ready to throw them in the garbage. Is there a person I can actually TALK to on a phone call? This is SO FRUSTRATING!!!
Purchased the tree with lights last year & everything was working perfectly The same can’t be said a year later like so many others l’m having issues with the top section not working seems to be a common problem. Can’t find any information to resolved this. Very weak and unreliable product for the price. Only buy if the company your purchasing from offers a solid refund policy.
I did plug the tree in and now I have a blinking blue light on my controller but I cannot get any lights on the tree to work
Have had our Twinkly tree for 1 week .Was up and going now top half of tree has stopped working .So frustrating
I purchased a 7.5 ft Vermont spruce Twinkly tree in 2019. When I set it up only the top two sections of the tree would work. I contacted poly group as per the warranty info. We did troubleshooting and tried several ways to remedy the issue, but nothing worked. They decided that the bottom half of the tree along with the cord needed to be replaced. It is now 2021 and I still have not received a replacement. This is the worst company with a completely useless customer service. They have told me that the bottom section of my tree with the cord has been in transit since 2019. That tree cost a small fortune, every time I call them back they tell me a different part of my tree is in transit…BS!!! I have begged them for a refund right after the purchase, they told me they do not issue refunds. I asked them for a refund today and was told they do not offer refunds or replacement trees. Twinkly is a cool concept, but if my name was on those products I would have someone other than Polygroup manufacturing trees with my product and brand name. They are going to run twinkly’s reputation into the ground. I’d very much like to speak to someone from twinkly’s customer service department, and not Polygroup!!!!
I bought 600 Twinkly Lights with the Twinkly Music doggle about 2 weeks ago. This weekend we started decorating for Christmas. We set up the tree and strung the Twinkly Lights. It took some time but we got the light linked to wifi. When I tried to sync the Twinkly Music it said ithe firmware needed to be updated. I pushed update but it wouldn't do it. I tried numerous times but it still failed. I unplugged everything and Uninstaller the app and then re-installed it and it still WILL NOT update the firmware. You need to address this situation immediately or give me a full refund. Thank you in advance. Darlene Wichelman (856)889-3946
We bought a Twinkly tree last year around the begging of December, by the end if December partial of the lights are working. We can not find the receipt, and it says we have 1 yr warranty. What do we have to do to fix our tree?
Can not get the tree to connect to the internet it worked fine last year tired to get the red lights on the control box didn't work spent 500 on your tree thought it would last longer then that suggestion on how to get it to work
Cannot connect to internet. Says line is poor and when it improves it will connect. Tried resetting. Still no better. We get co.puter and tv wi-fi just fine but cannot connect to twinkly.
Last December I purchased the Twinkly Gen 1 Tree and it worked fine. This year when I set the tree up, the top section will not light up. I have tried everything. I spent $500 for the tree last year at Lowe’s Home Improvement. I called Lowe’s Customer Service which was absolutely no help as usual and I have no idea why they staff their customer service dept. with Forest Gump? When I try to get help from from Twinkly all I get is advising to buy another Twinkly product. Bottom line .... I spent $500 for a Twinkly Tree from Lowe’s and the week before Christmas the next year I have to buy another tree which will be hard to do a week before Christmas this year. Thanks to Twinkly and Lowe’s for ruining my family’s Christmas. Merry Christmas to Twinkly
When we first received our twinkly Christmas tree, we noticed the labels for the physical set up were incorrect and the A and C parts were switched. In other words from top to bottom it was labeled A, B, C, instead of C, B, A. That didn’t seem to be a problem as we assembled it by size the way we normally would have. Not sure if this is part of the issue but things seem to be backwards on the lighting as well where the effects don’t show as they should. We confirmed this in the snowfall affect. which starts at the top down in part C, then switches to bottom top on part B and then top down again on part A. I hope there is a way of fixing this without having to return or exchange. But so far twinkly is impossible to get a hold of! Emails tickets don’t even work
Great product, poor reliability, poor service
by Shimmer Factor
Last year I bought 4 sets of twinkly lights for holiday decorations, and had them up for roughly 3 months. This year when I went to put them back up for the holidays, one set was completely dead. Thankfully it was just inside the 1 year warranty and was replaced. Another set died a few weeks later, and since it was just over the warranty period, I was out of luck, and twinkly refused to replace it. While I understand that a 1 year warranty is fairly standard, the fact that I only got 3 months of use from the product before it failed is frustrating. Additionally, having half of the 4 sets I purchased fail in such a short time means that I won’t be adding any more of this product to my home as I had originally planned. In addition to the issue above, twinkly support actually told me “we are just a brand, you bought it from a retailer and it’s their job to replace it for you”. Which is… nonsense. This is YOUR product, you should stand behind it. Trying to push responsibility on the retailer is absurd. I won’t be purchasing any more of these lights, and I’ll recommend my friends don’t either. Throwing away a $200 purchase after just a few months of use is ridiculous.
In response to the developer response:
I’m not asking you to honor replacement outside of warranty. I’m asking you to make a product that last longer than 3 months of use. That seems fair.
No support
by SABeard
When it works, it’s cool. That’s all I can say that’s positive. Despite being set up correctly, and having high WiFi speed, the app loses connectivity whenever you want to make a change-whether that’s with your lights or with your WiFi network. I am constantly losing connection to WiFi, and it is NOT a WiFi issue, I have had to reset my Twinkly back to factory settings three times now, and I don’t have the ability to “apply” effects that I have created. The biggest problem with all of this is that there is no one to call or chat with. The only way to get help is through email. (Or you can look up their faq’s-but be careful-I tried following one of those, and a follow up email said “oops sorry-the wrong information is on our site!” AND the last I checked, that info is still there months later). In addition, if you are in the states, the time difference is huge, so you will never get a prompt response, and OFTEN the response does not acknowledge info that you’ve already given them. It can take a couple of weeks to resolve what should be a simple issue.
These lights have cool capabilities, but the interface of the app with them is terrible. I would not spend this much money again. It’s a shame too, because I would buy more strings if the app functioned better.
Updates with the app have killed this product.
by BAC05
Last year, the app worked pretty well: now, it’s abysmal. 3D mapping doesn’t work at all. If you complete more than 2 reference photos, the app stalls, freezes and this stops. A lot of the downloaded presets don’t work and won’t even show on the preview page. I was going to purchase more and get the pro line. Now I’m considering a return. The tech could be great, but the app makes these worthless.
Original post: I can see where there would be problems with this app. It does freeze from time to time and needs more options for static or twinkling lights. It works well with second generation but again the app is somewhat clunky and freezes. I’m excited to see what this company can do in the future. Pre-lit garland and wreaths that operate on batteries would be awesome. Even ice sickle battery lights would be great. Bottom line, I think that people that have 1st gen lights, as those that have the pre-lit trees, are having the most issues. Buying 2nd gen lights, you shouldn’t have that much problem.
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