Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought product on 3/18 used product twice. Was taking product back to the car and wheel fell off. ***** doing a warranty claim. They refused saying it was physically damaged. I was simply rolling the product on the side walk when wheel fell off. And damaged wouldnt have happened if wheel didnt come off. Didnt even have it a month. Also gave me the runaround about proof of purchase. Needless to say I will not consider any of their products again. Poor customer service.

  Business Response

  Date: 04/09/2025

  Hello,

   

  The Monster branded item in question is manufactured,marketed and serviced by a different company other than Monster Products.Please see below for the correct company to contact. Our apologies for any confusion and inconvenience. 

  Please contact ********************************************** for further assistance.

  Service: **************************************************************************

  Support: **************************************************************************

  Tel #: **************

   

  Regards,

  Monster Customer Support

   

  MONSTER, INC.

  **************************

   

  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error,please advise the sender immediately by reply e-mail and delete this message.Thank you for your cooperation.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23183141
  
  I am rejecting this response because: the product is on your website and I also used your website to contact about the warranty. Never was I advised by your representative that there was another company to contact. It seems like there is a connection with the supposed 2 companies.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will need a replacement for a brand new defective unit, SKU#2MNACO246BOL2, UPC#************, model #DR-2021S. Please do not refer me to ***************************************** or *********************** as they are both ***************'s called a wall tap surge protector with 3 grounded outlets and 2 USBs. Surge protector does not work at all (no red light). Also, on the side the night light button is not labeled at all and it should be labeled (with on/auto/off).Questions and requests for update to monster have gone unanswered for 2 months!

  Business Response

  Date: 03/03/2025

  
  Hello,
  
  The Monster branded item in question is manufactured, marketed and serviced by a separate division of Monster Products. Please see below for the correct party to contact. Our apologies for any confusion and inconvenience.
  
  Please submit your inquiry at the following for further assistance:
  
  Email: ***************************************** or **************************************

  ************************************

  Regards,
  Monster Customer Support
  

  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation...

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23015224
  
  I am rejecting this response because:

  As stated in my original BBB complaint, please do NOT refer me to ************************************************************************** or ************************************** as they are completely unresponsive.  I have tried and tried those e-mails and no one is there or they are out of business.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled veteran and live alone with my service dog. Before I became disabled I was a licensed electrician in ************ and built a home theater in my den.I ran a separate isolated grounded 110 volt power line to my home theater system. I purchased all top of the line home theater receivers, speakers, blu-ray player and sound proofed my den for optimal sound. I purchased 4 monster top of the line **** 4-k cables at over $120. ******* 7.2 home theater sounded excellent. Suddenly my Fios signal would go off and on to a blue screen then no signal at all. I had the same issue with my blu-ray signal. When I wigged the cable at the **** port the signal would come back on then eventually both cables and port were inoperable. I contacted ****** where I purchased my receiver. They sent me a prepaid return shipping label for port repair. Ten days later a ************** technician contacted me and informed me my **** ports were fine with no issues. The problem was my 2 out of 4 Monster 4 -K **** cables with indicator lights. 2 defective cables that I spent hundreds of dollars on. I am disabled and depend on my music , movies and home theater to pass the time of my ************* injuries. I contacted Monster Electronics several times and was transferred from one department to another. I left messages and my calls fell on deaf ears. I was told of a life time warranty on these top of the line monster cables. I now have 2 defective cables and live on a fixed income with an inoperable home theater. This is no way to treat a excellent good paying customer who fought for our country and flag. Truly,

  Business Response

  Date: 11/21/2024

  Hello,
  
  Which model is it? Reply with photos of the barcodes and contact info on the packaging and manual to help us identify it.
  
  Also, what was the purchase date and retailer? Please include a copy of the receipt to verify.
  
  Regards,
  Monster Customer Support
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error,please advise the sender immediately by reply e-mail and delete this message.Thank you for your cooperation.
  
  
  

• Initial Complaint

  Date:06/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue with this Monster is the fact that the power bar I purchased failed to protect my TV against a power surge. They do offer a limited lifetime warranty with a $200K CONNECTED EQUIPMENT GUARANTEE, which they don't want to honor as their fine print for both the Guarantee and limited lifetime warranty at the time. They are refusing to help because I cannot find the receipt despite the paperwork that came in the box with the Surge protector that I needed to retain the receipt. All I want is for them to replace my TV that ** already deemed as no good due to the power surge and this company's surge protectors failing to do its job. I've received 1 e-mail over a week and when I call this company's contact number they tell me sorry you have to e-mail All I want from them is for them to replace my TV with the same TV as per their policy and guarantee

  Business Response

  Date: 07/17/2024

  Hello,
  
  What was the purchase date and retailer? Please include a copy of the receipt to verify.
  
  Rega
  Monster Customer Support
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error,please advise the sender immediately by reply e-mail and delete this message.Thank you for your cooperation.
  
  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21922457
  
  I am rejecting this response because:

  As stated previously after reading about your limited lifetime warranty connected device guarentee paper work that came with the surge protector/power bar that I had to retain the receipt for warranty. The product was pruchased at ******* during the black friday sale of 2021.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2024

  Hello,
  
  The receipt validates the warranty. Unfortunately, without the receipt we cannot exchange the item.
  
  Regards,
  Monster Customer Support
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error,please advise the sender immediately by reply e-mail and delete this message.Thank you for your cooperation.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21922457
  
  I am rejecting this response because: This is a unacceptable as its a Limited Lifetime plus you also need to honor your $200K Connected Device Guarentee as well!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Monster Achieve 100 AirLinks Wireless Earbuds through Amazon in Sept 2023. The seller is "the Monster Store". When you click the link, the website clearly shows the Monster *** logo. After six months, and within the warranty period of one year, the product stopped charging/working. I clicked on the "get support" button on the Amazon page, only to be directed to a non-existent webpage. I found the email information of Monster *** and emailed them on 18 April 2024. They wrote back with the same thing I have seen on other responses to complaints ("The Monster branded item in question is manufactured, marketed and serviced by a different company other than Monster Products. Please see below for the correct company to contact. Our apologies for any confusion and inconvenience.")Part of the response stated:Please submit your inquiry at the following for further assistance:****************************************** Email: ************************************************ I have emailed that other company three times since April. I have not received a response!I am requesting for is that Monster *** take responsibility for this licensee and honor what they have mentioned in other responses, such as this one from April 23, 2024: "Part of the licensing agreement is that they provide support for all Monster branded products they produce. "This licensee they have passed me on to, is not providing ANY support for this Monster branded product I bought.This licensee should be making arrangements for me to get the earbuds repaired or replaced under the warranty they sold it with.Thank you

  Customer Answer

  Date: 06/03/2024

  You are requesting my last name. My last name is "*****".

   

  Business Response

  Date: 06/04/2024

  Hello,
  
  The Monster branded item in question is manufactured, marketed and serviced by a different company other than Monster Products. Please see below for the correct company to contact. Our apologies for any confusion and inconvenience.
  
  Please submit your inquiry at the following for further assistance:
  
  ******************************************
  Email: ************************************************
  
  Regards,
  Monster Customer Support
  
  ********************
  *************************************
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21795660
  
  I am rejecting this response because:  This is their standard form answer. This is verbatim the answer they originally gave me as their way to say "it's our company, but it's not really us" to get out of helping customers who have bought ********************** from companies whom the head office has given a licence to manufacture "Monster" products.  According to other BBB responses by the head office of Monster ***** the companies given these licences are suppose to assist customers when they have issues with the "********************" ********************** they manufacture. This licensee is not helping me, so I am asking Monster *** to contact them to inform them that they need to help me based on their licensing agreement.  

  Based on other BBB complaints, it appears Monster *** gives out licences to many companies who don't give a care to the customers that have bought "********************" **********************.

  If Monster *** had bothered to actually read my complaint, they would have seen that this company is not responding to my several emails. What is the use of telling me to contact the licensee when the licensee is not responding to my contact attempts.

  Again, rather than telling me to contact this company that is doing nothing for the customer, I am asking ******************** *** to contact that licensee and force them to respond to me to rectify the problem I am having with a "Monster" branded product.

  *******************

  Business Response

  Date: 06/05/2024

  Hello,
  
  Monster.vip has a license from us to legally produce and sell official Monster branded products. Part of the licensing agreement is that they provide customer service for the ******************** branded items they produce. Please contact Monster.vip with your inquiry. 
  
  Regards,
  Monster Customer Support  
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error,please advise the sender immediately by reply e-mail and delete this message.Thank you for your cooperation.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21795660
  
  I am rejecting this response because:

  The company didn't bother to read my response where I stated that all their responses to complaints are that "we give licenses to other companies to manufacture our products" and that the customers are supposed to contact those licensees. Why is Monster *** ignoring my complaint that the licensee in this case IS NOT RESPONDING to any of my many emailed requests???  I am asking Monster *** to force this licensee to respond and assist with my warranty claim AS PER THEIR LICENSING AGREEMENT. It's not very difficult for Monster *** to pick up the phone and tell this licensee to take care of my issue!!

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Surge protector failed. Item has a lifetime warranty. Contacted Monster April 28, 2024, describing the issue. Monster replied April 29, 2024, with "What was the purchase date and retailer? Please include a copy of the receipt to verify". I provided this information to Monster April 29th. Since then, there has been no contact, despite me reaching out to them May 2, 7, 13, and 15. I even requested they let me know if they were going to honor the warranty or not so that I could purchase a replacement - somewhere else of course.

  Business Response

  Date: 05/31/2024

  Hello,
  

  Please confirm your shipping address below. Once confirmed, we will have a replacement unit sent from one of our suppliers. Note, the "GreenPower" feature is no longer offered in any of our current units. Also, note the replacement will not have warranty moving forward as it fulfils the limited lifetime warranty terms.

  **************************
  3112 Barkham Dr
  Midlothian, VA 23112

  Regards,
  Monster Customer Support
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

  Customer Answer

  Date: 06/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Per the business's request, please confirm with them that the address they have listed in the message is correct.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a warranty claim for a defective speaker. I have been corresponding with the company for well over 2 weeks, each time providing the company with additional information it has requested. THe company has delayed and refusing to provide the warranty replacement.

  Business Response

  Date: 04/22/2024

  Hello,
  
  The Monster branded item in question is manufactured, marketed and serviced by a different company other than Monster Products. Please see below for the correct company to contact. Our apologies for any confusion and inconvenience.
  
  Please contact ******************************************************* further assistance.
  
  Service: *****************************************
  Support: *****************************************
  Tel #: **************
  
  Regards,
  Monster Customer Support
  
  ********************
  **************************
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21609439
  
  I am rejecting this response because:  Per the monster website, these two companies are affiliated
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/23/2024

  **********************,
  
  Unfortunately, you are mistaken. Monster, *** does not own "My Monster Audio".  My Monster Audio (or ESI Enterprises ***************************************;) has a license from us to legally produce and sell official Monster branded products. Part of the licensing agreement is that they provide support for all Monster branded products they produce.  Please contact ESI with your inquiry. 
  
  Service: *****************************************
  Support: *****************************************
  Tel #: **************
  
  Regards,
  Monster Customer Support  
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

• Initial Complaint

  Date:04/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contact Monster Customer Support for a problem with my HDMI cable after finish all the verification process they send me this message: Hello,Reply with your shipping address and photos of the cable with the connectors cut off (to show it was "field destroyed"). A replacement cable will be shipped to you shortly after these items are received. Regards,Monster Customer Support This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.Which I did, I send everything they asked for, the pictures with the cable destroyed and nothing they cut communication with me since then its been more than 6 months and nothing

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought Monster Rogue headphones from Office Depot on Sept 21, 2023. On March 3rd, 2024 they suddenly stopped working. I contacted Office Depot the same day, and tech support informed me I had to contact Monster. On March 4th, I sent Monster an email via their website, and was given another email to file a complaint to from the person who responded. I sent that email a cut/paste version of what I sent the first email through monsterstore.com . I never heard a word back. On the back of the box it states the Rogue headphones come with a 1 year limited warranty. I simply requested to send them these so they could verify the headphones no longer worked, in hopes they would send a replacement. There is no physical location and no phone number on their website, only contact via email. I have uploaded proof of receipt both to Monster and now on BBB. I simply either want the headphones replaced, or my purchase price refunded.

  Business Response

  Date: 03/13/2024

  Hello,
  
  The Monster branded item in question is manufactured, marketed and serviced by a separate division of Monster Products. Please see below for the correct party to contact. Our apologies for any confusion and inconvenience.
  
  Please submit your inquiry at the following for further assistance:
  
  Email: *****************************************
  
  Regards,
  Monster Customer Support
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.
  

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21429492
  
  I am rejecting this response because: I have 4 more screenshots of the emails I have sent this company. They closed and merged my recent request to that email address back to my original request off the monsterstore.com email form. I am getting tired of being jerked around by a company that doesn't even have a proper way to contact them! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/14/2024

  Hello,

  This case has been escalated to Lifeworks. Note: Lifeworks has a license from ** to legally produce and sell official Monster branded products. Part of the licencing agreement is that Lifeworks provides customer support for all ******************** branded items they manufacture & sell. Please contact Lifeworks regarding this case at *****************************************
  
  Regards,
  Monster Customer Support  
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21429492
  
  I am rejecting this response because: I have written ********************************** EVERY TIME I EMAILED !!!  I'm not going to resubmit this only for it to link to the previous two. THIS is what I received from Monster. 

  "Customer Service **********************

  Mar 4, 2024, 3:12?PM EST

   

  This request was closed and merged into request #***** "Monster Rogue Gaming Headset"."
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a very expensive monster HDMI cable. It has a lifetime warranty and i'm seeking an upgrade as promised in the warranty. I tried to contact your customer service number. Had a problem and i'm trying to have this cable replaced for the amount of purchase refunded. Whatever company has taken over their product. I like to have them contacted to follow up on this concern.

  Business Response

  Date: 01/23/2024

  Hello,
  
  Which model is HDMI cable it? Reply with photos of the barcodes and contact info on the packaging and manual to help us identify it. 
  
  Also, what was the purchase date and retailer? Include a copy of the receipt to verify.
  
  Regards,
  Monster Customer Support 
  
  This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose,or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.