ComplaintsforSound Off Audio Inc.
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Complaint Details
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Initial Complaint
03/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order for a subwoofer enclosure on November 9th 2023. 5 days later I asked to cancel the order but received no response. My card was charged several days later, so I assumed my order was already in production. Their site is very clear that once they start building the order there are no refunds. Totally reasonable. I placed the order understanding those terms, so I'll keep the product. Knowing custom products take time, I waited. On March 3rd 2024 I had yet to receive my order, so I messaged them via my account on their website. No response. The next day I emailed them at the address listed on the site. No response. I messaged them again through the site. No response. It's currently March 5th and I've sent them 3 messages and an email since placing the order and have received ZERO response from the company. My order still shows "Awaiting Fulfillment", as it has since November. Having run a small business (80 employees) for the past 10 years, I understand the complexity and work required. I also understand that stuff goes wrong. But in 10 years I've NEVER ignored a customer call/email/message. Especially when it came to order fulfillment and quality. Even when the mistake was mine. I'll give them the benefit of the doubt that their website/email are down. If so, it would be nice of them to address the issue on the website. Super disappointed in their customer service level and hoping to receive a refund. The card I used to pay is no longer active, and I asked them to contact me before issuing the refund.Initial Complaint
10/31/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I needed custom subwoffer box for 2013 single cab chevy for my 12" subs. Website says when filling out forms online for brand & model # of subs so that box can be built to spec. I call & asked Matt if box was built from 3/4" or 5/8"? 'Cos my speakers (Rockford *******) manufacturers website says to use 3/4" mdf board.. Matt said it would be built to spec. whatever my speakers manufacturers website says. Not to mention I told Matt weather ******* says use 3/4" mdf I'll pay for it.. I told him I'm a short guy I'm not worried about loosing an inch or 2 of seat.. 1st off it too 2 weeks longer than promised, 2nd it didn't fit it is to short by like 14", #3 an extra option I paid for a "chevy bowtie" was mounted on box right against armrest that I can't use if I was to put box in truck. 4th & most important Matt built box out of 5/8" mdf when ******* website for my subs says use 3/4".. period ended Matt did not build my sub box to factory specs.. I want box I ordered not 1 Matt wants to give me. Nor do u feel like waiting 9 weeks for a box. If Matt can't build it & have it to me in 10 business days (built to ******* specs not matts) I want double money back...Business response
10/31/2022
We don’t use 3/4 mdf we use 5/8. The customer was told this. While ******* specs may suggest using 3/4 using 5/8 is not going to prevent the sub from fitting properly nor will it cause any kind of noise distortion or affect the structural integrity of the sub or the box in anyway. We don’t offer a service where we buy one sheet of mdf of a different size to have delivered just to create one box. Everything else was built according to the spec’s of the sub and box ordered off our website, including the Chevy bow tie, which was mounted in the same place it always is when building this box. Please note: We are responsible for creating a quality product and while we strive to give every customer exactly what they want, we are not always able to do this as sometimes what they’re asking for may affect the quality of the box itself or the sound of the sub the box is built for. Also we don’t offer a “double your money” back refund.Initial Complaint
01/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
20/01/2022 Order #XXXXX Purchase price: $717.03 CAD Item was bought by mistake. Emailed the same day to ask for cancelation and refund. The reply was that there is no cancelations as per policy. Policy says no cancelations for the reason of the long wait times for product but nothing about product that was bought by mistake.Business response
02/24/2022
Business Response /* (1000, 5, 2022/01/27) */ Contact Name and Title: ****** secretary soundoff Contact Email: ***********@gmail.com Spoke with customer about his order. Customer purchased a product that would not work for his setup. We explained our terms and conditions that state why we are not accepting cancellations. These terms state that by making a purchase you agree to abide by our terms and conditions. We have accommodated the customer by changing the product originally purchased to another product requested by the customer. We have emails from the customer and us as documentation.Initial Complaint
10/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 8th 2021 I Purchased a Sub box online from Sound Off Audio to fit 4- 6-1/2" inch subs in my truck. Mat at sound off audio said it would take 4-6 weeks to deliver. 10 weeks later it finally arrived but the holes for the Subs were cut for 4- 5-1/4 speakers. Contacted Mat at Sound off audio immediately, HE ADMITTED he made the mistake on the Sub box and he pleaded with us to try and have the sub box fixed locally in order to prevent having it sent back (At his expense in shipping) and HE WOULD PAY THE REPAIR CHARGES BECAUSE IT WAS HIS MISTAKE. We found a local car audio dealer who was able to fix it. I sent Mat the repair invoice for $109.75 from the dealer and requested a refund for the repair amount on Aug 17th 2021. Mat agreed to refund the amount. Aug 25th 2021....Still NO REFUND from Mat at Sound Off Audio. Called and talked to Mat twice after this and he assured me i would be refunded within 2 days. 2 Months later, still NO refund from Mat. I emailed him again on Oct 24th with the intention of contacting my CC company because of his endless lies about my refund and he assured me with these exact words on 10-24-21 (Pic of email attached) "I will have that money to you today because I owe it to you". Still no refund from Mat 3 days later on 10/27/21. Mat at Sound Off Audio, you STILL OWE US $109.75 for the repairs you requested and we got done for you at our inconvenience because of YOUR mistake on our order! Please refund this amount to my original CC I used on order 12479 ( Pic attached) or to my my Paypal address [email protected].Business response
12/13/2021
Business Response /* (1000, 11, 2021/12/01) */ Have reached out to customer. Cannot process refund to original form of payment. Waiting on reply from customer as to where to send the refund.
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.