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:03/24/2025

  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.

  On 2/11/2025 I purchased speakers from Accessories4less for $999. After the speakers were delivered to my house I discovered that they were defective. After notifying them of the issue they wanted me to replace one of the speaker drivers that the manufacturer would send to me. I reluctantly agreed and asked for instructions on how to do this replacement. I did replace the driver but it did not help with the speaker problem. In another email they wanted me to try another fix it my self procedure but I said no because they are defective and it isn't my job to troubleshoot the problem and fix it. In that same email ***** **** from Accessories4less acknowledged that he has seen this problem before. I have included a copy of that email from Mr. ***** Accessories4less agreed to the return but that I would have to pay for the shipping which turned out to be $398.42 from ***. I have included a receipt for the $398.42 from **** Forcing me to pay for the shipping is contrary to their published return policy as stated on their website. This policy clearly states that if the product is defective then either they or the manufacturer will pay for the shipping. I have included a copy of their return policy as seen on their own website. With the help of my Chase **** credit card company I did get reimbursed for the $999 that I originally spent on the speakers. This company violated their own policy on defective equipment as published online and I believe that this is fraudulent. This company **** me the $398.42 that I spent on shipping.

  Business Response

  Date: 03/25/2025

  The speakers arrived and worked for a period of time, then both woofers stopped working (blown) which is very unusual for KEF. We sent 2 brand new woofers, which resolved the problem for a day then they stopped working again. This is indicative of too much bass damaging them as they worked for a short period of time indicating the new drivers fixed the issue (see image of email from **** saying they worked then stopped again). Since we exhausted all efforts to resolve the issue, a return was agreed by both parties to issue a refund. **** offered to ship them back at his expense. We issued a full refund of price paid of $999 and no restocking fees were deducted for the return. **** arranged and paid to ship them back to us. We did not offer to reimburse him return shipping expense at no time nor did he ask for any compensation until after we issue his refund. Our return policy does offer for us to pay return shipping for exchanges only, which he declined and simply wanted a refund.  No additional compensation will be offered for these reasons.
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23110684
  
  I am rejecting this response because:
  At no time did I offer to pay for the shipping of the defective speakers. I was told by this individual who refuses to sign his name to any emails that they would not pay for shipping so it would be up to me to send them back to them. I had included a copy of that email in the original complaint stating this fact. Also, my original complaint has a copy of the email that states that they are aware of this intermittent problem with these speakrs. I have filed complaints with the ************************ and the ******************************* 
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/26/2025

  The customer has been refunded in full for the return. No additional refund was offered in lieu of the customer paying to ship them back. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23110684
  
  I am rejecting this response because:  I'm assuming that this individual believes that if he keeps saying that I offered to pay for the shipping then it must be true. Nothing could be further from the truth but he will keep saying it because he has no defense. Look at the attachment that shows their return policy. If the speakers were not defective then why wasn't I changed a restocking fee or the original shipping charge? After my post on Reddit there were numerous similar complaints about a4l. I'm not the only one who has had a bad experience with this company and my hopes are that I will be able to stop someone else from making the same mistake.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/26/2025

  Yes, we pay return shipping for DEFECTIVE EXCHANGES which you declined and opted instead for a refund which has already been done. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23110684
  
  I am rejecting this response because: I was sending back a defective product and not asking for a simple refund but of course he knows that. Once he started to fabricate the truth about the events he feels that he has no other choice but to continue the lie. He is a very deceptive individual and he and his business should not be aloud to continue to deceive the consumer. Eventually his unethical business practices will be exposed to the public because there are too many examples of this behavior.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/16/2024

  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.

  Bought a ****** surround system, connected it upon arrival, started enjoying a movie, sound is great, almost at the end of the movie it shuts off on its own, turned it on again it worked fine for about an hour and forty minutes before shutting down again, contacted customer service and they said to send it back, but I need to pay not only to s and it back but initial shipping cost plus a restocking fee, they said I should not expect to buy a cheap system and spect it to perform well, that if I want something to last I should spend way more than 550 dollars, so how much should I spend to buy a device that is defect free? Spoke directly to ****** and they are willing to repair, replace or refound purchase price, but this company only cares about profit and scamming customers with shipping and restocking fees for defective product

  Business Response

  Date: 09/30/2024

  We spoke to ****** also, and they confirmed the unit is simply running harder than it was designed for, thus a overheat protection circuit trips after playing a long period of time at a high volume. The customer's expectations for this product doesn't align with the performance it provides at this price point. We provide him return approvals and information to send it back for a refund, as replacing it won't change the performance of this product. it's not a defective unit, simply doesn't meet the needs of the buyer (which is more power for louder and longer listening periods)

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22291466
  
  I am rejecting this response because:
  I as well contacted ****** customer service and they said unit is capable of running a high volume setting for long periods of time, when I said high volume I was talking at less than half the max capacity, system is so good that less than half of it's capacity is loud enough to be considered high volume, my complaint is paying for shipping both ways and a restocking fee, is understandable if I have to pay to return the device but not what they paid to send it to me and the restocking fee, and hat is not good customer service, I would never buy from them, is better to buy full price and avoid this kind of problems, buying cheap can be expensive at the end, this is a perfect example.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/30/2024

  Per the terms and conditions which were agreed to upon checkout (required). 

  "All items returned for a refund WILL BE assessed an automatic restocking fee as follows. 10% for refurbished or new unopened items. 15% for items sold as new and have been opened and/or used. Shipping costs incurred & paid to ***** are non-refundable and will be deducted from the refund amount also (regardless of any amount you may have been charged including promotional "Free Shipping".). The original shipping we paid to ***** will be calculated and deducted from the refund amount ($8.99 is not what it cost us to ship the order)."

  If you didn't agree to this, no order would be created or transaction would have taken place

  The owners manual also states

  "The unit enters standby mode automatically, the protection circuitry has been activated because of too high volume.
  Turn down the volume. If ECO Mode in the Setup menu is set to On, set it to Off."

   

   

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22291466
  
  I am rejecting this response because:
  I spoke directly to ****** and they said the system is well capable of running for extended periods of time at medium setting, which is very loud, system quality is excellent, ****** is willing to have it checked by one of their authorized technician, fix it or replace it at no extra cost, not buying from you is good enough for me.
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/27/2024

  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.

  Item was delivered with damage /stress condition. Seller refuse to issue RMA had to file a claim with paypal and shipping cost where not covered by dealer or paypal.

  Business Response

  Date: 06/30/2024

  Per the email sent to us from *****************

  "This package was taped in transit and I open it up and found impact damage on Styrofoam thus I wish to reject this item being stressed merchandise.
  Please Help me in this matter ASAP."
  
  The package as taped when we shipped the refurbished product. Styrofoam damaged is not uncommon when shipping products, and the product received was not damaged he simply thinks because of the condition of the box and foam the product has been stressed.

  the buyer opened a claim with his payment company and we are disputing it as it's inaccurate. Boxes and foam are designed to absorb impact and safely protect the product. no product damaged was present or claimed, thus buyer is simply asking to return something for a reason that has no merit to the condition of what was delivered
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21913272
  
  I am rejecting this response because:

  Sent Via:	Email (ODR)
  From:	***********************
  From Email:	***********************
  To:	BBB Serving Central Florida
  Subject:	More Information
  Date Sent:	7/5/2024 2:13:23 PM
  Date Read:	7/11/2024 10:37:33 AM
  Attachments:

  
  
  

  This was item never refurbished it was stressed new old stock.Won appeal at Paypal! Need a ***** refund for shipping!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/11/2024

  No such product condition as "stressed over stock" exist from this manufacture or our company. It's a refurbished product. Not brand new. you have two options to buy this product from us or the manufacture. 

  1. Brand new. 2. Refurbished.

  You can't make up a new category "stressed over stock" b/c you don't understand what a refurbished product is...won a PP dispute? No, we refunded your money b/c you returned it plain and simple. Trying to keep our product and our money wasn't an option thus PP required you to return it to us. 

  no other communication will be responded to. Buy clearly didn't read our product description of a refurbished item and expectations were unrealistic as they expected 100% brand new perfect box. The box did arrive with broken Styrofoam, which isn't unusual but doesn't mean the product was "stressed". 

   

• Initial Complaint

  Date:04/16/2024

  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 place order on 26 Mar 2024. The amount is $3400. They deliver three speakers, one is totally damaged. The exchange process is tedios and finnaly they agree to exchange. But they didn't ship out the replacement 10 days later. I request to cancel the order and ask for refund. They charge me the original shipping cost of $321 and ask me the pay the return shipping cost. The seller should bare the round trip shipping cost because they send me a damaged product.

  Business Response

  Date: 04/17/2024

  We send ********** 3 speakers, on a pallet, and shipped insured via ***** priority freight at our expense of $321. We were notified one of the three speakers arrived with shipping damage, and had to file a claim with our ***** to get him a replacement. This takes some time to resolve and doesn't happen over night. Mr **** then started inquiring about a total different product from us. We had shipped the replacement speaker when we were then told he wanted to return the 2 remaining products which were brand new and flawless.The damaged speaker was picked up at Accessories4less expense.
  

  The two speakers in his possession are undamaged, and he wanted to return for a refund. Our standard return policy clearly states all shipping charges incurred for returns are buyers responsibility, along with a 10% restocking fee. We offered to waive the 10% restocking fee as a goodwill gesture, but the shipping charges we incurred to ***** of $321 and return shipping charges are a passive expense paid to ***** based on the buyers choice to purchase and keep these speakers. we will not waive these deductions for the return, as they are not a profit center for us and we had made all attempts to resolve the customers original complaint of a damaged product.

  Lastly, customer ordered a new receiver on 4/16 to run this speaker system, so his complain it was taking too to get a replacement clearly shows that time wasn't the issue as he had nothing to run the speaker system. See attached order confirmation showing the Denon receiver purchased on 4/16.

  Customer will receive a full refund less $321 in shipping we incurred to ***** Freight upon receipt of safely returned products (2 speakers)
  

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21583390
  
  I am rejecting this response because:
  

  Your company is dishonest, overcharging client and terrible customer service.
  
  ***********. As in the formal response, 
  "shipped insured via ***** priority freight at our expense of $321. ", actually it is ***** economic as in the ***** record  and showed in attached image.
  2.Possible Overcharge customer for shipping cost. For same good, the price I inquiry is $46.80, but the company charge customer $62.72. The company usually get much better rate than individual customer as their volume is much higher. Please show certified proof copy of receipt if need charge customer when they return good.
  ****** service. ****** exchange process and horrible return experience. I cancel the order due to delay in replacement and poor service. Based on fact, not your word Does not happen over night, it is 15 calendar days you still have not shipped out the replacement.
  Defective order return. I cancel the order due to you send me a damaged product and I cancel the order. Then you try to proceed the return as a Non defective order, try to charge me much higher shipping cost than market price. This return order should proceed as Defective order, the company should bare the cost for round trip cost as your return policy.
  
  Actually I don't wish to waste time for email chains to request for return, you deliver a total damaged product, then you have not shipped out the replacement for 15 days. Then customer request to cancel the order, then you overcharge the customer. This is the service you provided? How many time you waste for the customer and terrible experience. When you deliver such a damaged product to customer, you already failed. Then you should compensate the customer, NOT delay the replacement, NOT using the terms to overcharge customer. When the customer wish to cancel the order, then you need bare the round shipping cost, NOT bring your horrible return policy to table to make the customer more angry. You should have the courage to lose for certain order if you didn't provide the service properly. NOT using such horrible return policy to protect your company. We should not do business like this.
  
  By the way, it is meanless for mentioning that I inqury other product or buy another receiver from you. That is unrelated and it is waste time to discuss that. It means I still trust you and buy from you when you provide such a horrible service to me. But you use that as evidence that I return for other purpose.
  
  If your company don't wish resolve this case properly, I defently will share my experience publicly to remind other customer to be cusious for your return policy and "service" provided.
  
  Sincerely,
  
  Su Su

• Initial Complaint

  Date:02/29/2024

  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 believe the deals offered are false advertising. I tried to order a DENON AVR-S960H. They tried to get me to disclose a lot of personal data which I did in belief that they were a reputable company. They made every excuse possible to not fulfil the order and ultimately cancelled it without further reason. It is therefore my belief that they are simply not able to even sell this product and are using it as a ploy to gain business.

  Customer Answer

  Date: 02/29/2024

  I have since received abusive emails from the business after attempting to resolve the is***.     
  

  The company created what I believe to be a completely fake ***** shipping label only to cancel it a few minutes later making it appear that they had sent something!   
  

  I maintain that I believe that this is a fake sale technique.    The response I received that it was a stupid idea and that I was dumber is inappropriate, offensive and unprofessional.

   

   

  HI ******
  
  We are not going to do business with anyone that wants to bash us on BBB or any other site, threaten us with negative reviews, etc
  
  We have been online for ************************************* the audio community.  You have attacked our reputation and also committed defamation of by saying I believe the deals offered are false advertising
  
  
  How would you like to proceed with attorneys in court out without?
  
  I dont take kindly to buyers making libel comments like this. I highly recommend you remove this complaint or we will seek legal damages against you.
  
  Honestly, bullying us to get a product? Stupid idea! Slandering us? Even dumber.
  
  Regretfully
  
  ************

   

  You clearly have a serious problem with doing any kind of business in a normal fashion.    I provided you with more data than you requested, to give you some comfort in the transaction.  You made remarks that are nothing to do with you or my choice of where to even take a product that I purchase when I had no intention of taking it where you claimed!      
  
  
  I bent over backwards to satisfy YOUR needs,  you on the other hand failed to honor any sale that you advertise!   This fact is once again demonstrated and merely reinforces my review.   You failed to adequately or even attempt to provide reasons for your 1st cancellation.  I suggest you  get a grip on your professional attitude or you will certainly see more complaints.   
  
  
  Maybe you should be apologizing for your own irrational behavior rather than attacking me!   I was willing to give you a second try,  obviously that was a mistake.   
  
  
  
  ***********************;
  
  On Feb 29, 2024, at 1:54?PM, Sales Accessories4less <********************************> wrote:
  
  

  Mr ***********************,
  
  Clearly, you dont understand anything about credit card fraud in the *** or how fraud occurs.  We did have a 2ndorder ready to ship paid via PayPal, but I had our warehouse pull this order, due to your defamation of my company on BBB, and void the payment. 
  
  You can expect full legal consequences for your defamation of my company.  We are not in ****** where it hard to *** people and win money. You have 48 hours to remove the comment on the BBB for the file of Accessories4less, *** complaint #********, after which we will turn over all communications and data to our attorney, and we will seek reputational damages to the fullest extent of the law
  
  You are herby no longer allowed to make any purchases from Accessories4less, *** via online or otherwise. Your account has been closed and blocked from future business. Any other accounts opened will also be automatically closed.
  
  Regretfully,
  
  ***************************
  Owner
  
  Accessories4less.com
  ************
  ************
  
  
  
  
  Mark,   I suggest you go ahead!    I will not accept your abusive tirade of personal attacks and name calling.   Your claim that I bullied you to get a product is completely false and a blatent lie!    Your claim that I am somehow dumber is an insult.    
  
  
  You have 48 hours to make a formal apology for this abuse.  I suggest you show your attorney the timeline!   I was the accommodating party!  You on the other hand failed to compete a sale that you advertise without any justification!   It is therefore my belief that you could not even complete this sale.   Your repeated threatening behavior speaks volumes for your conduct in business.   How very sad!
  
  ***********************;
  
  On Feb 29, 2024, at 3:04?PM, Sales Accessories4less <********************************> wrote:
  

  Customer Answer

  Date: 03/14/2024

  The company threatened to *** me just because I reported them to BBB.    This company is abusive to customers who confront them about selling products they simply are not able to sell.

  Business Response

  Date: 03/15/2024

  We don't not accept international payments or buyers. The customer is from ****** and provided his ** passport as proof (which we never asked for a copy of his passport). He was trying to purchase an item with a non-us issued credit card, and ship to an unconfirmed address not belonging to the card holder (he told us it was a temporary housing provided by airline he works for). No payment was received, their card was only pre-authorized and never charged.No refund is necessary and this case has zero merit of a complain with the BBB.
  

  Accusations of false advertising are slanderous and will be handled by our legal department to the fullest extent of the law.
  

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21364288
  
  I am rejecting this response because:   The seller again is inventing false stories.   Firstly,  there was no international payment.  It was a *** based ********** credit card.  The address for billing was a genuine billing address, I gave them a US driving license,  the delivery address was a genuine address and a utility bill given to verify delivery address.   I merely gave extra information to this company to give them satisfaction that there was no foul play.     
  

  The company was abusive and vile in their tone and looking for excuses simply because they could not sell the product at that price.   
  

  Judging from the other reviews on this company they have a repeated pattern of this behavior.      Once again they have been caught in a lie over these absurd claims made in this defence.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/23/2024

  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.

  Refund requested for Accessories4less sending to me 2 defective ****** receivers. Both were returned to them using shipping labels provided by Accessories4less. Both times, my problems were described to ****** support who suggested that I return the units for exchange or refund. So far, Accessories4less has not issued a refund even though they have had the returned units for more than 2 weeks

  Business Response

  Date: 01/23/2024

  Buyer has been refunded IN FULL. Both units returned were tested by ****** technicians and no problem found. Buyers problem is due to a problem with the ** (we did not sell to him) not sending data to the receiver.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21185642
  
  I am rejecting this response because: neither paypal nor my credit card company are aware of this refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/25/2024

  It takes 3-5 business days for a refund to show up on your account. The case and image of the dispute with PP for payment clearly shows we have resolved the issue and no longer have a ***** of your money. Check with you CC company in a week. Refunds do not happen instantly back to your account, which your CC company can confirm

• Initial Complaint

  Date:01/02/2024

  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.

  I ordered a refurbished Marantz NR1200 from them on 12/13 and the receiver didnt work. I returned it, and they sent me a second Marantz NR1200 receiver, on 12/29, and it did not work. I returned the second unit and they threatened to charge me fees for returning it. The unit did not produce a sound. I informed them that I wasnt going to accept another refurbished unit from them. The units had two QC cards inside the boxes claiming the units were working as intended. These units couldnt have possibly been tested because they failed immediately, they didnt work for a while and then stop working, they werent working out of the box. Their website state these products were repaired by Marantz, but upon inspection, I discovered the units were repaired by third-party vendors. I am extremely upset with this companys unfair and deceptive trade practices, and hope no other consumers have to deal with their shady business practices.

  Customer Answer

  Date: 01/03/2024

  Thank you for your response. I am willing to purchase the item from another retailer, however, I would like for Accessories4Less to refund my whole purchase price and cover the difference in cost to obtain substitute performance since

  according to their support staff (****) they no longer have any NEW units in stock. Thanks,

   

  ***

  Business Response

  Date: 01/03/2024

  All our Marantz (or any brand) factory refurbished products are refurbished by *************** technicians under the management and control of the brand (Marantz, in your case). We don't refurbish anything! All electronic companies that sell "factory refurbished" products are refurbished in *******, not in the original factory in Asia, where they were made. So this is your grounds for calling our products "third-party vendor refurbished",  "deceptive trade practices", "shady business practices"? These industry standards terms used by all manufacture's...I guess you can *** us all for our deceptive trade practices.
  

  We provide free return labels on all units purchased and replaced them no charge to buyer. We will is*** a full refund upon receipt of the last return, after testing, and verification of claimed defect.

   

   

  Customer Answer

  Date: 01/15/2024

  I finally received a refund. Thanks

• Initial Complaint

  Date:12/04/2023

  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 have been having a problem with a unit purchased here. I've contacted support previously, there is one I am still waiting for the return call. 2 years later. the latest was the unit shuts off after 2 hours of use at a volume of 50. that's not full power. the issue has been going on for some time I finally had time to ping support. according to ****: I need to purchase a fan (with link supplied by him) it's simply buying a lower end AVR without the wattage you need Denon support is worthless they don't know their head from their tail call them up 3 times you will get 3 diff answers besides everyone's speakers are diff, room size is diff, acoustics are diff and nobody can tell you that a receiver is enough power the way to know is by how it behaves with your speakers. Clearly this is running very hard and having issues keeping up with the load well, not sure what you want from me. I have over 35 years professional industry experience, and have setup, supported, and designed 10,000's thousands of systems. I can assure you I know far more than most at Denon copy and pasted from text so I should buy a fan for a device that cost 900 new was my takeaway. interesting ***** seems to think the device should not be performing this way. full chat can be available if requested

  Business Response

  Date: 12/19/2023

  you have a 6 year warranty on the Denon receiver. If you refer to your warranty documents we emailed to you 3 years ago, filling a claim is required with CPS. Here is a link where to file the warranty claim for repair of the Denon receiver ************************************************;

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20955525
  
  I am rejecting this response because:

  perhaps you could identify when that information was conveyed in the chat copied here. I don't seem to recall it being brought up
  

   

  
  ****
  An expert Advisor will be right with you!
  overheating        
  DENON
  AVR-X2600H
  **** has joined the chat!
  hi B
  what's your order number
  hello
  MAS359936
  what are you using for front main speakers (brand/model)?
  ****, have to look up model. 1 moment
  Polk Monitor XT60 Tower Speaker
  big towers ??
  did you run the setup mic?
  yes that's correct
  yes I did
  and set the front speakers to small?
  I don't remember on that detail. I set it up over 3 years ago. the problem has been occurring the last few months
  does it happen when playing a low volumes?
  if I turn the volume up to 50, in about 2 hours it cuts off via the heat sensor. at 33, I'm able to listen to cds. not sure if it would cut off in 2 hours as well
  buy one of these should fix the problem ************************************************
  Equipment Cooling - ELECTRONIC COMPONENTS - Component *********** - AC Infinity
  Equipment Cooling - ELECTRONIC COMPONENTS - Component *********** - AC Infinity
  there is nothing surrounding the unit so ventilation is normal. it is not in a cabinet, it sits on a top shelf of something
  so the equipment can not handle it's own design is the answer???????
  it will force air into it all the time
  well, not enough power isn't a design problem, it's simply buying a lower end AVR without the wattage you need and your speakers need
  if it were defective, it would shut off immediately
  what???!?!? that's a lower end unit? ***** seems to disagree
  according to them the setup should be fine, unit and speakers
  Denon support is worthless they don't know their head from their tail
  call them up 3 times you will get 3 diff answers
  besides everyone's speakers are diff, room size is diff, acoustics are diff and nobody can tell you that a receiver is enough power
  the way to know is by how it behaves with your speakers. Clearly this is running very hard and having issues keeping up with the load
  so running it at 50% is too hard?????
  it depends on the above variables.
  I believe it goes up to like 90. I did not run anything while looking for upper limit but I know 50 isn't out of the question
  everyone's volume will be diff b/c of the variables I listed above
  make sense?
  speaker efficiency, room's average temp, how many speaker totals. Their are a ton of things that go into this
  not really. the unit should be sufficient for the room. it's 7.1 and I use 7.1 speakers. room is 70 degrees the last time it occurred.  
  well, not sure what you want from me. I have over 35 years  professional industry experience, and have setup, supported, and designed 10,000's thousands of systems. I can assure you I know far more than most at Denon
  Just now
  **** is typing...
  *************** Chat
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/08/2024

  You claimed a problem with the unit, you have warranty with the product. We provided with instructions on how to file a claim with CPS. This case is resolved. Nothing else to discuss

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 20955525
  
  I am rejecting this response because:

  please confirm the email address in which I would find the warranty information. in search my email by date or keyword denon, I am not finding the information. I do not believe it was ever sent. while that would not be an issue, I continue to see nothing but attitude from your company. personally, I'd like to see the email confirmation with the headers to show it was sent but I would have accepted a simple mistake. I'd like proof that can be verified I had the information in the first place. and since your rep which you could not point out WHEN THAT SAME INFORMATION ON THE WARRANTY WAS COMMUNICATED, either send the email address or a copy of what I should have had years ago
  

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

  Business Response

  Date: 01/16/2024

  we emailed you a copy of your order and warranty to the email address on the order  ********************

  we have also attached a copy to this thread. 

  your CPS warranty contract numbers are as follows:

  AUD5-1001907702
  AUD5-2501907712
  AUD5-5001907716

  Call CPS to file a warranty claim. You have the warranty numbers, invoice, phone number to CPS. The rest is up to you, as a claim must be filed y customer. 

   

• Initial Complaint

  Date:02/14/2023

  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 a high end Marantz receiver that doesn't work. Tried to figure out how to send it back and they were responsive but basically told me it had nothing to do with the receiver and had to be the cable I was using. I continued to tell them I tried several different cables and that none would work with it. They dragged it out long enough to get past their return policy. Absolutely terrible company. The receiver was $2800 and now I have a receiver I can't return and am out the money.

  Business Response

  Date: 02/14/2023

  Mr ***** purchased a Marantz SR8015 on Dec 14th; we received our 1st communication from him on Jan 22nd stating "I had it connected to my speakers and projector and it worked for a couple weeks but would go in and out of working and so I kept having to change the input to get it working again.  Then it just stopped working overall and I can’t get it to work with any of the inputs/outputs."

  we responded on Jan 23rd with trouble shooting assistance as nearly all HDMI problems are due to bad cables or setup related. This receiver has built in HDMI diagnostics which we also emailed to properly diagnosis the problem and resolve any issues free of charge. He never opened diagnostics, instead told us "I even had my expert stereo guy check everything (same guy that installed everything with my home theatre) and he said there is definitely something wrong with the receiver."

  Mr ***** agreed to our T&C (required) during checkout, which states you have a 30 day return window. We would be happy to properly troubleshoot the issue, and if we can work together and find it is defective based on the onboard diagnostic testing built in the product, would offer him a free EXCHANGE ONLY. 

  You can call us toll free for help 800-657-0195. No refund will be issued or offered as the original request for assistance was well beyond our 30 day window.