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:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a JLab Go Sport+ Wireless Workout Earbuds Featuring C3 ******************************************* 32+ Hour Bluetooth Playtime, and 3 EQ Sound Settings (Graphite) from ****** for $20.92. Order Placed: December 13, 2024. 3 months of use, one earbud completely stopped working.Entered a help ticket through JLab Audio system, here is the link:********************************************************** Where i was told to destroy the earphones and send pictures of them being destroyed, then they would send new ones. After I did so, they did not respond to me. It has been 6 days since I sent the photos and destroyed the earphones

  Business Response

  Date: 03/20/2025

  We're sorry to hear about your experience. We recently added this additionall contact platform through ****** and are working through some bugs in the software.  We have fully refunded order 112-8198943-3924238 in Amazon.

  Thank you,

  JLab Customer Support

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** **********
  
   
  

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On August 28, 2024 I purchased a pair of headphones from this company via ********** (Jlab Store). Within 90-days, the items failed. The company claims a 2-year warranty on their products. I contacted them on October 23, 2024 regarding a Warranty Claim. They accepted my request on October 26, but as of today January 8, 2025 I still do not have a replacement. I have contacted them monthly since October and they claim manufacturing and shipping delays. Their most recent communication on December 29th claimed the issue had been escalated to management and to expect a response within 1-3 business days. Obviously they have failed also to meet this commitment. I am filing the complaint based on their not standing behind their warranty, their false and misleading communication, and would like a refund of the amount paid.

  Business Response

  Date: 01/10/2025

  Hi ******,

  I sincerely apologize for what you have gone through with this warranty. While we did see record numbers over the holidays, there is no reason that you should have had to wait that long for a warranty replacement (even with the replacement being shipped to ********). We have fully refunded your original order through Amazon and I will be addressing this case with my customer service agents.

  Thank you,

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

  JLab Customer Support Manager

  Customer Answer

  Date: 01/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:11/02/2024

  Type:Delivery 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 bought 2 pairs of identical Bluetooth headphones in March 2024 and May 2024. The headphones have 2 years warranty. 1st order on Amazon - 3/29/2024, ****** ****** Order # ***-3601182-0888240 2nd order on Amazon - 5/31/2024, ****** ****** Order # ***-6634901-5045015 The headphones worked ok with Windows10 for a few months. A week ago I switch both my computers to Windows11. I had the worst week and I wasted 4 days trying to get the headphones to work, because I believed it was a Bluetooth or Windows problem. I changed 3 Bluetooth adapters, I installed and uninstalled 25 Windows drivers, and I wasted 4 days.Then I tried 4 other pairs of bluetooth heaphones and they all work without a problem.I emailed customer service being still under warranty. I didn't get a response for a week. I followed up. Nothing. I called them. They found my ticket, and offered a replacement. That is not of any use because they don't work with Windows 11. They flat out refused to accept a return, while I am still under warranty. Money lost.

  Business Response

  Date: 11/08/2024

  Hi ******,

  We sincerely apologize that we we did not get back to you sooner. I've checked the Amazon orders and it appears that both have been refunded. We're more than happy to provide you with a prepaid shipping labels if you would like to send them back.

  Thank you,

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

  JLab Customer Support Manager

  Customer Answer

  Date: 11/08/2024

   I have managed to return them on ****** absolutely NOT thanks to your company. I spent hours working with ****** t and ****** supervises to return two broken products that your company refused to refund. So I did solve the situation by myself, with a lot of effort, and, again, NOT thanks to your company.

  Business Response

  Date: 11/11/2024

  We sincerely apologize for the experience you had and will work towards improving our performance and procedures.

  Thank you,
  JLab Customer Support

• Initial Complaint

  Date:09/18/2023

  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 bought 15 earphones from a supplier and found they are defectives, so i contacted the manufacturer for warranty, we opened 2 cases. they asked me to send them the invoices for both cases, we did. then they asked us to damage the products and send them the picture so they will give us store credits. we did. then, they asked us to return all the damaged the products to them, we did it too.after the received the products,for the 1st warranty case, they issues store credits for 7 units (70$/ea) but the credit codes can not work. we contacted them again then they starting to refuse the warranty for all of the units and offer store credit value(140$) who can only cover 2 units for both cases. they starting to say we bought from unauthorized seller they can not cover all of them. we request store credit who can cover all 15units of these defectives units(70$x7pc +70$x8pc). they denied it.

  Business Response

  Date: 09/22/2023

  Hello BBB,

  We fully stand behind our warranty policy. The policy covers all of our products when they are purchased from an authorized reseller. This customers original purchase was made through an unauthorized retailer with the intent to resell  the product which is also unauthorized by JLab (8/9/23 email). We offered to provide the customer a store credit for the same price they paid for the unit which was rejected. Since we did ask the customer to cut the cords on the charging case, we offered to replace those with new charging cases and ship the units back to the customer at no cost which was also rejected.

  If you have any further questions or concerns, please let me know.

  Thank you,

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

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

  Customer Answer

  Date: 09/22/2023

  We sent them the invoice the 1st moment when we open the warranty case before they send us instructions to damage the products. They never told us it is from an authorized seller and we are not covered under warranty. 

  After they received the invoice, they asked us to damage the products. They never said its from unauthorized seller. After we damaged the products as they requested,  they asked us to send them back to get the warranty. After they received the products, several weeks later,  they decided the seller is not authorized. This is not acceptable. 

  the store credit they offered can only cover 2units instead of 8units. I asked them to send me the credit can cover all of these defective items or a cheque for same value I paid, both are rejected.

  They not only asked us to cut the cords on the charging case, also asked us to put the earphones in water to damage them in order to get the warranty. The earphones all had water damages due to their instructions, we can not take them back.

• Initial Complaint

  Date:06/13/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 ordered, in stock, renewed-epic-air-anc-true-wireless-earbuds from this company and after one several emails to get an update on my order, one month later, I received them.They did not work, at all. All troubleshooting was useless and further review showed other customers received the same defective Earbuds from JLab. I contacted the company and they asked me to destroy them and send a photo and they would send a code to by another type of headphones from their website. I asked for the product I paid for and their proof of quality checks and they were FFP before shipping. Also, for a direct phone number to talk to someone that can resolve thier problem.It's been over 5 weeks and nobody will help or answer questions. Only response now is to return the items for a store credit on other headphones or a refund.This practice of sending known faulty products after one month and then asking for them to be destroyed and only then I would receive store credit is extremely shady and should be stopped. Why can't this business prove they were working before shipping and send an immediate replacement. They must have known the headphones were no good and only found a way to stall so I would spend more money on potentially non working products.I request to immediosend what I ordered, working! I have copies of all transcripts *** time frames upon request.

  Business Response

  Date: 06/14/2023

  Hi ******,

  I'm sorry to hear about the experience you've had. All of our renewed products are tested during the process of renewing them so it surprises me that you've had trouble with back to back units. Given that you've had to had back to back units go out on you, I'm more than happy to have a new (not renewed) unit tested and shipped to you or if you preferred, we can refund the order. Please let me know which you preferred and we can get it taken care of for you.

  Thank you,

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

  JLab Customer Support Manager

  Customer Answer

  Date: 06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:05/22/2023

  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 purchased a pair of wireless headphones from J labs through Amazon and within two weeks I started having issues with that device working intermittently so I reached out to file a warranty claim. I was told to send a video of me, breaking the headphones or submerging them in water ice sent them a video of the headphones being broken completely, and they still refuse to help me under the warranty that they specifically laid out and I followed

  Business Response

  Date: 05/23/2023

  Hello,

  I was able to access the email thread from yesterday (5/22-Ticket: *********). I apologize for the confusion. I see that my team has packed up a new replacement unit which will be shipping out today via **** (It would have shipped yesterday but the outbound mail had already been picked up). The tracking number for this shipment is: 9405511206203132072335. 

  If you have any questions or concerns, please feel free to reach out to me directly.

  Thank you,

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

  JLab Customer Support Manager

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

• Initial Complaint

  Date:06/02/2022

  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.

  Originally reached out to them for a warranty claim explained that they were a gift so I did not have the receipt, few months later same issue again and now they wont do anything about it. Very rude and short with responses. Theyll reply and say these are our policies and if you dont have it then go get effed. Pretty poopy way of treating customers if you ask me because the whole advertisement about offering 2 year warranty is all false at least in my experience

  Business Response

  Date: 06/06/2022

  Good Afternoon,

   

  Our warranty policy covers our customer for 2 years from the original purchase date. The first warranty that we processed, there was no proof of purchase provided, so we offered a one time courtesy replacement which was used on order: ****** on 12/30/2020 (RMA code was used and no money changed hands).  As we are unable to confirm when the original purchase date, we can't move forward with another warranty replacement.  We informed the customer that while they were not eligible without that original proof of purchase, that they could take advantage of our recycling program. This allows the customers to mail their products back to us and once we receive it, we email the customer a 30% off code that can be used on our online store.  A refund is not an option as the original purchase was not made directly through JLab and the replacement order was a straight warranty replacement with no funds changing hands.

   

  Please feel free to reach back out to me directly with any further questions/concerns.

   

  Thank you,

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

  JLab Customer Support Manager