ComplaintsforPolk Audio
Audio Visual Equipment Wholesale
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Complaint Details
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Initial Complaint
01/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Both Polk Audio (order number PKUS00015666) and ***** (tracking ID ************* have stated my package was misdelivered. Polk Audio is refusing to conduct a lost package claim and states that I am on my own. ***** has informed Polk Audio verbally and in writing that since they are the customer of *****, they would need to place the lost package claim. Polk Audio has ended communication and is refusing to refund, replace, or open a lost package claim with *****. **************** reference number *************. I'm able to provide conservation with Polk Audio customer service agents stating ***** misdelivered package and will not open lost package claim, replace, or refund order.Initial Complaint
12/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order with Polk Audio on line store for a soundbar on 12/21. I received an order confirmation that day. I did not receive a shipment notification, and called them twice. "Sometimes it takes awhile to show up in our system" was the response on Friday and Saturday. Despite ********** twice, they did nothing to figure out their glitch. I then emailed early on 12/24. I then received a cancellation notification later on 12/24 with no reason given. Of course, it's from a no reply address. I have contacted customer service by email to understand why but don't expect any resolution on this 4th contact. My view at this point is ****/******* are doing their brand serious damage by even having an online store. All is needed is to be capable of fulfilling orders they have acknowledged. This capability apparently doesn't exist. ****** reviews are 2.4/5 by the way and that includes a few positive product reviews. The service ones are terrible.Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a surround sound system from Polk Audio that was advertised as the best and had phenomenal sound but when I got it the smaller SR22 speaker barely pick up any sound ..they are useless..I speak 45 mins on the phone with 2 agents who told me I could return just those speakers (phone call should have been recorded) I would receive a shipping label by email..when the email came it informed me to get a label/refund I would need all the pieces sent back. I called and got the same answer even though I was told twice the. I was assured a label would be sent immediately and I am still waiting. Poor customer serviceInitial Complaint
07/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My wife has recently gotten hearing aids, so I was looking for a Sound Bar for our bedroom that would be good for when she takes her hearing aids out. After some research I saw your Polk Audio MagniFi Mini was recommended for people with hearing loss. Also the smaller footprint of the device seemed ideal for a bedroom. I went on your website and saw you have two models - the older MagniFi Mini which today 07/04 was on sale for $249, and the newer Magnifi Mini AX at $499. Further, I went into your outlet section on the Polk website and saw you have MagniFi Mini AX Refurbished for $349. I was interested in the newer model, but as we are Seniors on a fixed income thought it was best to purchase the refurbished item for less. But I could not find any warranty information on it. The page just states, 60 day returns, lowest price guarantee. On the general Polk outlet page it states 3 to 5 year warranty on products. Specifically for this product I could not find anything. I called your **************** number, and was told by the agent she did not know, and she would connect me elsewhere. When she did so no one picked up. I waited three days and called again, this time I received an agent who kept asking if I was buying a refurbished product from Best Buy. I said no I want to purchase directly from the Polk website in the outlet section. She stated **** didn't have a section like that. I told her its on the website there is a refurbished MagniFi Mini AX for $349 and she said no I don't see anything like that. Im not sure why she could not see the item, or stated you do not have an Outlet section on your webpage. I would like some warranty information on this product before I purchase. Unfortunately your **************** agents have not been helpful. If someone could reach out to me. I would like to purchase it as soon as possible, as I said - my wife is hard of hearing, she likes to watch tv and night, and your soundbar sounds like it would be helpful to her. Thank you.Initial Complaint
04/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I got a family home audio surround sound system for Christmas 2022 from my brother who passed away in February 2023. The speakers play so low that you have to have your ear pressed against the speaker to hear the faintest amount of base. I called Polk audio and spoke to a representative who said I would need the receipt in order to receive any kind of help. The representative transferred me to a supervisor named ****** (employee ID#***) who refused to provide me with his last name and said no other management existed outside of him. He refused to provide any kind of help unless I figured out a way to get the original receipt from my late brother which is obviously not a possibility. Now I have a 4 piece sound system that does not work properly, and even though its covered under warranty and well within the warranty timeframe, ****** stated multiple times that he would not begin to even to try to help me without the receipt.Initial Complaint
09/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a new platonically voyager **** Bluetooth earpiece about 3 months ago. It was bad out the box. I contacted platronics (poly) and they said they would send a replacement which they did. Only I bought a new product and they sent a refurbished one. Well the refurbished one lasted about a month and it went bad so I contacted them again and they agreed to replace it. I then questioned them as to why they sent a refurbished product when I bought new and was told that was their policy. I ask again about it and was told if they didnt have a refurbished in stock they would send a new one. So they sent a return label and told me they would send another when they received my defective product. They received my product on 9-20-22 and have not shipped my replacement product. I contacted them several times and today I was told they didnt have a refurbished in stock and they would not send me a new one. I was also informed that it could be 1 to 2 weeks before they could replace it. I would like a replacement or my money back as they see fit.Initial Complaint
09/02/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I purchased a magnifi mini sound bar through Amazon approximately 45 days later the sub woofer started to malfunctioning. I contacted **** to send me a replacement. They sent a replacement but they messed up on the address and has to send another. I received the second one and installed it and its doing the same thing. At this point I no longer want this equipment and just want my money back.Initial Complaint
06/08/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I bought a Magnifi 2 at Best Buy in **********, ******* May 22. I had it working twice for a short period of time. I looked for help online and found that it is a very common problem. I was mislead to believe this was a good choice. I've been calling and emailing Polk Audio and can't get them to respond. I think Best Buy is a bit at fault also for talking me into buying something like this with so many complaints.Initial Complaint
01/11/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased a subwoofer from Polk audio on 11/13/21 with a 90 day return window. Almost immediately afterward, the product went on sale for $50 off, i.e. a price of $400 and not the $449 I paid.I contacted Polk support on 11/19/21 to see whether I could get a price adjustment for the $50 on my purchase, and if not, I would return my product and repurchase at the sale price. Polk Audio agreed to apply the price adjustment within 7 - 10 business days. This is all documented in an e-commerce ticket #******-002092 filed with Polk Audio.Polk Audio never applied the price adjustment despite agreeing to do so. I contacted support three more times(!), and on 12/9/21 ,12/21/21, and 12/29/21 got back responses that the price adjustment was imminent. However, now nearly 2 months later, they have still not applied the price adjustment. The incident number for these 3 additional conversations is the same: #******-002092 and with the same representative ("*****") responding. As it is now way past the 7 - 10 business days agreed upon, and I have gone out of my way to remind Polk 3 times about their failure, I would like the price adjustment to be applied *immediately* and *without further delay*. The adjustment should be $50 plus sales tax charged (I believe this was ****%).Initial Complaint
12/31/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I've called a few times in December seeking to speak to a long time Polk Audio expert to help me with a new speaker selection. Each time I have been transferred to an overseas phone representative that at most will only read product specifications that I can easily find myself online. Twice, I was promised a phone call back from an expert with-in 24 hrs, but it never happened. I also emailed Polk Audio support 3 times asking to speak to a product expert and received a response to call their 800 number which sends you offshore to someone that probably has never owned a Polk Audio speaker. Getting the run around.As a 30 year Polk Audio customer that has owned many ********************** speakers, I'm saddened that Polk Audio does not offer its customers experienced audiophile support for product selection. They are reduced to offshore support that at best will read from a manual.A true audiophile company knows that its customers want experienced employees. While on the first call, I may not get the best product information, I should be escalated to someone that truly knows their products and enjoys giving its loyal customers true audio advice.
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Customer Complaints Summary
21 total complaints in the last 3 years.
3 complaints closed in the last 12 months.