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:09/17/2024

  Type:Product 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 purchased a TV from Sylvox website directly. Their shipping lead times state:1) items ship within ***** hours 2) transit times are 2-5 days I ordered on 9/8, and the product has yet to ship. They sent bogus tracking that show they never gave the package to the carrier. Phone lines are unavailable and they have stopped all communications by email. I attempted to cancel and they are non responsive even though I am within their cancellation window. I feel they have no intention of filling my order and are trying to keep my money. the TV not only cost over $2k but I also have an extra fee because our electrician had to cancel our appointment as we didnt have the TV yet.

  Business Response

  Date: 10/01/2024

  Dear BBB Representative,

  Thank you for forwarding the customer complaint to us. We take this matter very seriously and would like to provide you with an explanation.

  
  First and foremost, we apologize for the delay in our response. The email was sent to our warehouse address, which resulted in a time lag in feedback and prevented us from replying within the agreed 5 calendar days.

  
  Prior to receiving your communication, we had already established positive contact with the customer and prioritized addressing their needs. Currently, the customer's product is being returned to our warehouse. Once we receive the returned item, we will promptly arrange a refund for the customer.

  
  We understand the difficulties the customer has faced during this process and sincerely apologize for the inconvenience. If you require any further information or have any questions, please do not hesitate to reach out.

  
  Thank you for your understanding and support.

  
  Best regards,

  ****

  Sylvox Service Team

  Customer Answer

  Date: 10/01/2024

   I am rejecting this response because:
  
  The company offered a sales discount - no discount provided.  They offer a sound bar in place of that but have not received confirmation of that shipping.  

  TV arrived damaged, so they said they would priority ship new one.  Then upon me following up, they misled me - "priority" means they send a replacement before they get the old one back.  But it will not be shipped via a priority service.  And then they inform me replacements are OUT OF STOCK.  

  Not only have I shipped the replacement back, I had to purchase a brand new TV, for which I showed them the proof / receipt of that purchase.  I have received no refund.  I have no tracking or receipt for Soundbar (which I honestly don't want), nor do I have the 65" TV cover I originally ordered, with no update on that, despite me asking.

  Business Response

  Date: 10/10/2024

  Dear BBB Team,

  I hope this message finds you well.
  

  I would like to provide an update regarding our ongoing communication with the customer. We have been actively engaging with them and are committed to addressing their concerns with a positive attitude.

  I have already proposed several solutions to the customer in hopes of minimizing any unpleasant experiences they may have encountered. We sincerely apologize for any inconvenience caused.

  Furthermore, we will take this matter as an opportunity to reflect on our handling processes and optimize our solutions and workflows. Our goal is to ensure that we can provide the customer with a satisfactory resolution in the future.

  For your reference, I have attached the communication records we have had with the customer.

  Thank you for your understanding and support.
  Best regards,

  **** ****

  Customer Answer

  Date: 10/10/2024

   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.

• Initial Complaint

  Date:07/31/2024

  Type:Product 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 a QLED *********************** with mounting hardware. Received both separately. Mounted the tv but do not have any accessories or instructions. Called and emailed customer support. On their website it says they are open from 9am to 5pm m-f, but nobody will answer the phone or respond to my email. The company needs a lot of help getting their products together as well as getting a solid customer support team. I need my parts for the television otherwise I will not be able to see if it works. At this point, I am fearful that the television will not work or is a great quality and returns will be a nightmare. This company needs to reach out and provide the support I am requesting.

  Business Response

  Date: 08/13/2024

  Dear BBB Complaint Department,
  
  We take the customer's complaint very seriously and have thoroughly investigated the matter. After reviewing the details, the situation is as follows:
  
  The customer first contacted us on July 31st, and our service representative immediately returned the call and spoke with the customer, who successfully answered the phone at that time.
  The next day, our customer service representative followed up with the customer via email, stating that we would expedite the shipment of the needed accessories.
  In our subsequent communications, the customer informed us that she had already found the required accessories herself and did not need us to send replacements.
  
  We are proactively contacting the customer to ensure we have resolved all issues.
  
  We sincerely apologize for the inconvenience caused to the customer. We will further optimize our customer service process to ensure timely and efficient support for our customers.
  
  Thank you for conveying this complaint to us. We will carefully learn from this experience and continue to improve our customer service quality. Please feel free to contact us if you have any other questions.
  
  Thank you for your support.
  
  Sincerely,
  ****
  Sylvox Service Team

  Customer Answer

  Date: 08/14/2024

   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.

• Initial Complaint

  Date:07/22/2024

  Type:Product 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.

  Purchased a TV from this company and it arrived with a broken screen. I contacted the merchant right away and did not hear back from them. I then called, left a message, and received a phone call back, where they provided me with a ticket number and said they would resolve within ***** hours. When that time passed, I contacted them again and was told the same information. I subsequently wrote them emails, called and left messages, and attempted a live chat, all with no success. This merchant now has my money and I have a TV from them that is not usable. They will not contact me to resolve.

  Business Response

  Date: 07/29/2024

  Dear BBB Representative,

  Thank you for reaching out regarding the complaint filed by one of our customers about a damaged television. Upon investigating this matter, we have found that our customer service team had already arranged for a replacement, but failed to promptly notify the customer of the tracking information.
  
  We regret this oversight on our part and are working to rectify the situation. Our team has now contacted the customer with tracking information for the replacement ** and the ** is expected to arrive on the 30th of July. We will keep you posted on the progress of the incident.
  
  Please let me know if you have any other questions or if there is anything else we can do to assist in resolving this issue to the customer's satisfaction. We appreciate you bringing this to our attention, as it will help us improve our customer service processes going forward.

  Best Regards,

  ****

  Sylvox Service Team

  Customer Answer

  Date: 08/02/2024

   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.

• Initial Complaint

  Date:06/05/2024

  Type:Product 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 the 75" Pool Pro 2.0 with mount, soundbar and installation. Packages all came in separate and I had to call to remind them of the installation service. Installer got the ** mounted but could not get the ** to turn on. I checked all wiring, outlet and remote - all good. I tried to get the ** to turn on with no luck. I've reported to customer service via phone, email and chat, and have yet to hear back from Sylvox. Can't get anyone on the phone and they stopped sending me emails. At this point, all I want is to give them their product back and they refund me.

  Business Response

  Date: 06/18/2024

  Dear BBB Team,

  Thank you very much for receiving this customer complaint and giving us the opportunity to resolve this dispute. As a representative of Sylvox, I sincerely apologize for the inconvenience the customer has experienced.

  Regarding the specific customer complaint, I would like to make the following clarifications:
  1. Our company has experienced a significant increase in order volume recently, which has led to delays in customer communication and feedback processing. We are actively optimizing our customer service process to improve response efficiency and ensure that customers receive satisfactory service in a timely manner.
  2. For the problematic television received by the customer, we have arranged to send a brand new replacement model. Given the large size of the television, we have chosen to use a truck for transportation to ensure the product is safely delivered. At the same time, we will provide the customer with a free on-site installation service to make up for the previous inconvenience.
  3. We will continue to communicate with the customer, listen to their feedback, and do our utmost to provide a satisfactory solution.

  Thank you again for your handling of this case. Please feel free to contact me if you have any other requests.

  Sincerely,
  ****
  Sylvox Customer Service Department

• Initial Complaint

  Date:06/04/2024

  Type:Delivery 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 bought a 55" Full Sun outdoor TV and sound bar off their website. Their website clearly states that it would arrive in 2-5 business days. It has been 2 weeks. They have no number for customer service. When I called their warranty service number hoping to talk to anybody connected to this company, there was a message stating that their phone lines are not working right now and then the call disconnected. I emailed the company asking about the order 1 week ago, and the response stated to "not worry, your order is currently at the fulfillment center and its status is pending." This is after the 5 business days promised. Now a week after that email, I emailed them again and it has been a full day and no response. This experience has been a big bummer as I ordered this TV in plenty of time to have for my big outdoor party of the year, and it doesn't look like it will make it in time. I'm beginning to wonder if this company is real.

  Business Response

  Date: 06/18/2024

  We would like to thank you for the customer complaint you have forwarded to us. We take this feedback very seriously and see this complaint as an important opportunity to improve the quality of our service.
  
  As a result of our internal investigation, the customer ordered a ** and a soundbar from the Sylvox website. Due to a temporary stock shortage of the *** the delivery of the entire order was delayed. Although we responded to the customer's first contact, we did not provide a satisfactory solution, which caused inconvenience to the customer, and this was indeed our negligence.
  
  We have analysed the situation in depth and rectified the situation. The ** product was delivered to the customer on 11th June, and the soundbar product is expected to be delivered on 18th June. We have taken the initiative to communicate with the customer and have reached a consensus on the subsequent deliveries. As a compensation, we also offer the following 2 choices.
  1. Provide one free installation service after the guest receives all the products to ensure the whole event progress can be completed smoothly.
  2. We are willing to give the customer a free bracket as a kind gesture, the customer can choose any bracket on our website.
  
  We sincerely apologise to the customer and to you, and promise to continue to work hard to improve our service quality and create a better shopping experience for our customers. If you or your customers have any other questions, please feel free to contact us. We will do our best to provide you with satisfactory solutions.

• Initial Complaint

  Date:04/13/2024

  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.

  On May 31, 2023 I purchased a Sylvox 55 Inch **************** QLED 4K UHD, ************* from Sylvox through Amazon. At the same time I purchased an outdoor mount and cover from Amazon. The television was set up and mounted. The television remained covered and secured throughout the winter. When it was uncovered in March it did not work at all. The screen was multiple colors and it appeared that the plastic screen had been shattered. I immediately submitted a warranty claim on 3/13/24 as I believe the damage was caused by freezing. The company representative requested photos and then determined that I caused the damage. I invited them to send a technician to inspect the television but they declined. After a month the company representative continues to engage me and ask me for a solution that she can present to her "leader", and has offered for me to pay for the repair of the television which is unrepairable. I don't believe the company has submitted a warranty claim nor considered my claim independently. The television was built for the outdoors and at no fault of the purchaser it failed to work within 9 months of being purchased.

• Initial Complaint

  Date:11/03/2023

  Type:Delivery 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 a bundle from Sylvox that included at ** a mount a sound bar and a cover. The ** arrived with no remote, no power cord and no manual . I contacted the company and they said they would ship one and provide tracking information. This was over 1 week ago. They have not sent the missing items.They dont respond to emails and they dont answer their phone which they list is available after ************************** and power up the ** with out these items so it is just a big heavy and exspensive waste of money taking up space.I will share the correspondences with the company to anyone who wants to see them.

  Business Response

  Date: 11/17/2023

  Dear Ms. ****** ,

  
  

  We appreciate the opportunity to address the concerns raised by our valued guest regarding the shipping delay. We take customer satisfaction seriously and apologize for any inconvenience caused by the delay in delivering their order.

   

  In response to the complaint, we have thoroughly investigated the matter to understand the root cause and have taken steps to prevent similar occurrences in the future. Our investigation results indicate that the delay is caused by a lack of staff due to the recent increase in warehouse orders. Shipping times will be longer than usual, but we are actively processing all orders.

   

  While we understand that this does not excuse the delay, we want to assure the guest and the BBB that we have already implemented several measures to enhance our shipping processes. These include improving communications with shipping partners, increasing monitoring of shipments and increasing warehouse staffing to reduce similar delays in the future.

  
  

  To address the guest's concerns, we have taken the following steps:

   

  • Contacted the guest directly to apologize for the delay and provide an updated estimated delivery date.
  • Expedited the shipment at no additional cost to ensure prompt delivery.
  • Offered a partial compensation as a gesture of goodwill.

  
  We believe these actions adequately address the guest's concerns and demonstrate our commitment to resolving the issue in a fair and satisfactory manner.

   

  
  

  We have been actively communicating with customers and hope to help customers solve all problems they encounter with sylvox. 

  
  

  Please check the attached form, which is a record of our communication with our customers. Judging from the email, the customer has received all the products so far.

   

  
  

   

  Thank you for your attention to this matter, and please don't hesitate to reach out if you require any further information.

  
  

  Sincerely,

  
  

  Leah 

  Customer Answer

  Date: 11/17/2023

   I am rejecting this response because:
  They did not expidite at sll even when asked to overnight the missing vital parts. This was dragged out over a month. 
  when they got around to responding to the issue it still took a week to get the items.

  Before i ordered this TV  chatted with customer service  by email and was told ********** was preloaded on thr TV and other applications could be loaded on to ot. 
  once the required items arrived so I could turn it on I found that not to br the case  

  Sylvox offered me $80 and a roku device at their expense. If these items can be verified and actually happen I would be  satisfied.

  Business Response

  Date: 12/08/2023

  Dear Ms. ******,

  
  

  Thank you for reaching out and providing an update on the customer complaint. We appreciate your assistance in resolving this matter.

  
  

  We have been actively engaged in our efforts to address our customers' concerns, and we acknowledge the importance of establishing effective communication with them. However, regrettably, we have encountered difficulties in reaching the customer thus far.

  
  

  We have attached a screenshot of the email we sent to the customer service center, outlining our attempts to contact the customer. We have made multiple attempts via phone and email, but as of now, we have not received a response.

  
  

  Please be assured that we remain committed to resolving the customer's issues in a timely and satisfactory manner. We would greatly appreciate any guidance or assistance you can provide to facilitate communication with the customer. If there are any alternate contact details or preferred methods of communication that we should be aware of, please let us know.

  
  

  We understand the importance of open dialogue and believe that direct communication with the customer will enable us to gain a better understanding of their concerns and work towards an appropriate resolution. We kindly request your support in reaching out to the customer on our behalf, or if possible, sharing their updated contact details with us.

   

  We are eager to address the customer's concerns and restore their confidence in our products/services. Please rest assured that we take customer satisfaction seriously, and we are committed to resolving this matter promptly.

   

  Thank you once again for your assistance, and we look forward to your favorable response.

  
  

  Sincerely,

  
  

  Leah 

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