Shellystore Reviews 

Very knowledgeable and prompt service

Closed ticket immediately after supplying incorrect information. Very dismissive and didn’t supply any opportunity to respond. Issue left unresolved.

Contacted Shelly support, Yehuda replied quickly, gave amazing support and advice.
He was so patient with all my questions and gave me the best advice. Seriously outstanding support —10 out of 10!
I wish all company's were this professional.
Many thanks,
Richard.

1 Star – Disappointing Product and Even Worse Support

I purchased the Shelly 1 Gen 3 via Amazon in good faith, expecting a reliable smart home product backed by reasonable customer support. Unfortunately, my experience has been extremely disappointing.

From the outset, I had difficulty pairing the device and getting it connected. After spending considerable time troubleshooting, I contacted Shelly’s support team for assistance. To my surprise, I was effectively told that they could not help because I had not purchased the product directly from them, despite the fact that the device is genuine and was bought through a major authorised retailer.

This leaves me with a product that I am unable to use and a manufacturer that appears unwilling to provide technical support unless the purchase was made through their own sales channel. Customer support should be based on the product, not where it was purchased.

The hardware may well be capable when it works, but if you encounter any setup issues, don’t expect meaningful help from the manufacturer unless you bought directly from them. Based on my experience, I cannot recommend this product.

This is a great product, which does exactly what I need and lots more besides, but the real advantage of this company is their fantastic, intelligent and super-fast customer support.

The company responded very quickly (within hours ), to a technical query that was probably somewhat left field and outside the published specifications. The response was excellent and provided some good guidance on how to achieve the requirement. Thank you.

Purchased Shelly 2pm gen 4 from Amazon. Unit worked fine for 1 month and then failed. I contacted Shelly directly for support who were not interested because the unit wasn’t purchased directly from them. Extremely disappointing that their product failed and they will not support. Do not purchase. Extremely poor!!!

Very good support both technically and information sharing.
The products are very good too.

Shelly have been useless. I have contacted them about a Shelly Pro 3EM wiring for a single phase setup and they’ve refused to help because its the collab version with Eco flow. Shelly you are still the manufacturer as listed on the box!!! Rubbish. Might return and get the standard eco flow smart meter.

Trade on the 'Shelly' name but not interested in helping Shelly users even with simple questions and just direct you elsewhere. Won't buy from them again.

I have spent over £1,000 with Shellystore.co.uk over the past few years while fitting out a complete new build, and apparently that counts for nothing when you need a simple warranty replacement.

A dimmer failed after 9 months. Annoying, but not a big deal. Support was quick to ask diagnostic questions, which was fair enough, and Shelly confirmed it had not been wired incorrectly.

The ridiculous part is that they now want a video of a device not powering on. In other words, I have to waste my time filming a dead module sitting there with no lights on, for the sake of a £30 warranty claim.

This is the first time I have needed their support, and it has been far more awkward than it should have been. Very disappointing service for a loyal repeat customer and I won't be using them again.

**Edit** I understand the need for evidence, and I was happy to provide photos of the wiring. However, I do not see how a video of a completely dead device proves anything more than a photo. Absence of evidence is not evidence of absence.

**Edit 2** After returning the faulty device, they promptly refunded me for it with no further issues.

Needed help choosing the right Shelly device for heating and water. I had zero clue. Customer service provided excellent relevant information with options. Good knowledge of products and unrivalled skill demonstrated to help you make your own choices! Thank you so much Yehuda. You're a star *

ShellyStore, yet again, have proved that they are an excellent, customer focussed company. I had a problem with 2 Shelly devices that I bought from them over a year ago (one of which was down to my error). They have been courteous throughout and resolved my issues very quickly. I highly recommend ShellyStore and will continue to use them. Many thanks to all at ShellyStore.

I have bought many Shelly devices and only ever had one issue. This was resolved swiftly and a replacement sent.
Excellent service all round.

The absolute worst customer service I have EVER received... I literally wanted a simple answer to a simple question. Had the instructions provided with the device actually give some useful detail, I dare say I wouldn't have needed to ask a question in the first place. But even so, asking for an answer was greeted with "if you didn't buy it direct from us, we can't help you". No, I didn't buy it from you. I bought YOUR product from a national reseller. You spent three email exchanges clarifying this point when, in a shorter space of time, you could have probably answered by question! My god what a woke excuse for customer service...

Shelly Store would Not provide support (advice) because I purchased my Shelly device from Shelly!!
Very poor excuse. If I bought a new car, I can go to any dealership of the same brand for servicing etc. I won't be buying from Shelly Store and do not recommend using this service.

Prompt response, no quibbles, order cancelled with full refund!

Poor. Takes ages to reply and then wrong info.

I ordered a Shelly EM Gen3 from this vendor. The unit worked for a short period of time before becoming unstable, frequently restarting with a reported fault code 4 (I provided evidence of the issue). I replaced the unit with another Shelly device, which has been working as expected. I returned the faulty device. Shelly Store claimed that they tested the unit and found no fault and have refused to refund my purchase.

I'll not be purchasing from them again and I advise others to use an alternative reputable reseller.

Reply to Shelly Store. What they say is not true - I provided them with diagnostics and information and they were unable to provide any form of useful help. Rather, they attempted to cloud the issue by requesting that I hobble my Wifi network with various restrictions (and besides which, their suggestions are impossible to carry out on an EERO mesh).

Excellent help to resolve changing routers.