Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We received the sleep headphones and the right one didnt hold a charge after a couple weeks it would only stay on 4 about 10 minutes. I contacted soundoff through their website twice and once by phone(left a voicemail) with no response. I've bought multiple pairs from this company and I'd like them to replace the one that isnt working.Customer response
05/03/2024
Please withdraw the complaint issue has been resolvedInitial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the sound off sound blocking product which has a trial and no questions asked return policy within 30 days. I did not like this product when received and within 1 day of receiving contacted the company for a refund request. I cannot get a response back from the company. The 30 days has now passed. There is only an option for email/web submission and no way to follow up on this. I would like to return the product for a full refund as advertised.
Business response
07/13/2022
Once we were notified from the BBB about D******'s complaint we investigated and found that we did receive an email from her and responded the same day. She sent another email and we responded to that email as well. We have called D****** and spoken to her and let her know we, of course, will accept her return. It is a top priority of our company to give excellent customer service.Customer response
07/13/2022
I accept this response as someone from the company did reach out to me by phone and then followed up with an email to return the item and request refund. It is quite interesting that the first two responses did not make it to my email but all subsequent messages came directly to my inbox. Additionally,I had checked my spam folder several times to ensure I hadn't missed the messages. The gentleman calling me took this all very personally and was quite annoyed with me. However, in the end my issue was resolved so I thank you for that.
Respectfully,
D****** *****Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased this product on 11/3/21. After 10 days of use the right ear bud does not work. The product was fully charged and I have followed the instructions to operate the device. The company's business address is a UPS store. I attempted to request a 30 day return through the website, however,the submit button appears to be non operationalBusiness response
11/29/2021
The first email we received from the customer was on 11.27.2021 (attached). The customer informed us that one of the earbuds was not working and that she was having trouble submitting the email from our website. We did, in fact, receive the email and responded the same day (11/27/2021), email attached. We let her know we were sorry she was having trouble with one of the earbuds and asked if she would like a replacement set of earbuds or a refund. We also informed her that we emailed a return label to return the defective unit and to please let us know the course of action she would like to take (refund or replacement). Also, our customer service department called her on 11/27 (same day we received the email) and left a voice mail message. She did not respond to the email or the voicemail message, perhaps because it was Thanksgiving weekend?
After receiving the notification from the BBB today (11/29) our customer service reached out again and Joan has let us know that she would like a replacement. We have sent her another return label to return the defective unit and will ship her a new unit as soon as we receive the defective unit.
While it is rare that an earbud quits working we always respond quickly to our customers and take care of the issue.
Customer response
11/30/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16182953, and find that this resolution is satisfactory to me.
Regards,
J*** ******
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.