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:12/21/2024

  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.

  On 12/20/24 I purchased a new in box singing machine fiesta go. On the box it clearly indicates that a wired microphone is included. Upon opening the box, we found that the microphone is missing. However there was an advertisement flyer with the following statement: Were here to assist with installation questions, trouble shooting and/or missing or damaged accessories. We are happy to offer replacement accessories, including microphones, when proof of purchase is provided within the warranty guidelines.I reached out to the company providing my purchase receipt and proof of the missing item and was told that it did not fall within the warranty guidelines and they could not assist. They told me I would need to purchase a new microphone and sent me a link to the website to do so.I sent a picture of the flyer asking them to explain the statement and was contacted by a customer service manager who said he was unable to help me with my problem and to reach out to the store I purchased it ******* complaint is regarding the false advertisement both on the box (as a microphone was not included) and the false advertisement on their promotional material inside of the box saying they would replace missing parts or accessories. I also feel the way I was treated and spoken to by customer service was unprofessional and unhelpful.

  Business Response

  Date: 12/21/2024

  Ms. ****** contacted our customer service department yesterday, 12/20/2024 @ 8:20pm.  She emailed us reporting that she purchased one of our karaoke machines, Fiesta Go, from a Store called Big Lots, which is not part of our Singing Machine Distribution Channel.  She advised us that her purchase was missing the microphone.   We responded to her email inquiry today, 12/21/2021 informing her that her purchase did not include the (90-************ Warranty.  We advised her to refer back to Big Lots for assistance with her purchase, and we also mentioned that she can buy a compatible microphone from our website.  We included the *** link to our webstore and provided her with with a Promo Code that would give a 20% off the purchase price.  We also mentioned in our reply, that if she had any further questions or concerns, to contact us directly.  Our customer service phone number and hours of operation were also provided but she never contacted us.  Instead we received this BBB complaint. All customers are treated fairly and all warranty claims are subjected to the same warranty guidelines.  

  The reason the (90-************ Manufacturer Warranty does not apply to this purchase is because, each purchase MUST be purchased from one of our authorized Singing Machine Distributors.  Big Lots is not one of our distributors and therefore we can not guarantee the condition of the machine at purchase.  In her complaint, she also included our warranty verbiage where it clearly mentions, we offer replacement within the warranty guidelines. Customers have access to our Warranty Information via our website: *********************************************************************

  The Singing Machine along with other businesses have been struggling with maintaining business since Covid and our hardest year has been this 2024.  The available inventory that we have is secured for those customers that have an active warranty with us.  We simply can not afford nor do we have spare inventory to ship out replacements to those customers that do not have an active warranty.  This is our busiest time of year and our inventory is extremely limited.  If we make an exception for one customer, we would have to make an exception for every customer and we just don't have the resources to do that.  . 

  As a business there will be times where we have to denied the customer's request based on warranty guidelines.  

  Thank you.  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22717863
  
  I am rejecting this response because: The verbiage in the box clearly says to reach out regarding missing parts. It doesnt mention a limited warranty. If you put messaging in your box that states you will replace missing parts, you should stand by that. If I purchase your product, I should receive all of the items you are promising. You mentioned businesses struggling, how do you expect to retain business or a good business pipeline when you sell machines with missing parts and dont make it right? Making me purchase a new microphone from you when it was supposed to already be in the box as a part of the purchase is not a solution, its insulting. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/03/2025

  We understand if Ms. ****** does not agree with our Warranty Policy. As a business there are times when the customer is not in agreement with ********************** policies.  We fulfill all customer request via the ******** Limited Warranty.  ..  The insert that was included inside the box says "We are happy to offer replacement accessories, including microphone(s), when proof of purchase is provided WITHIN THE WARRANTY GUIDELINES". (see attachment for copy of insert) Here is the link to our warranty: ***************************************************************************; Since the purchase was not from the Singing Machine Distribution Channel, the warranty does not apply in this case.

  Ms. ****** in her reply says that we sold her the machine with missing items.  This is not correct.  As we mentioned, she purchased this karaoke machine from Big Lot's who are not part of The Singing Machine Distribution Channel.  We truly apologize, and as we offered previously, we can provide a Promo Code (SING20) which will give a 20% discount toward the purchase price for a new microphone if she purchases it directly from our website.  We will not be able to ship a replacement microphone to the customer without having an active warranty regretfully.  All of our spare inventory is already allocated for warranty replacements. 

  Thank you.  

• Initial Complaint

  Date:09/21/2024

  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.

  Purchased as a gift for Christmas at *******, never used first time taking it out of the box 4 months after Purchased for family get together. It does not work. Can someone please investigate this company and their products. I've checked several sites and so many hard working customers losing out on money from a million dollar cooperation. Companies taking advantage of people who already have little. Thought it was a good idea for family entertainment family Christmas gift(yes we have family Christmas gifts due to can't afford individual gifts)

  Business Response

  Date: 09/23/2024

  Good Morning, after researching and checking all our systems, we have confirmed that we have never spoken nor provided assistance to this consumer.  Our phone records were checked, our system that receives all customer email inquires was checked, our system that receives all website complains was checked, and our system that engages with customers via LIVE Chat was also checked, and we have no record of a Ms. ****** *******.  I also checked our system against the address that was provided for the customer and found that the address is not a valid address.  I also checked the email provided by the consumer against our systems, and the email address is also invalid.  

  It appears that the customer did not contact The ********************************************* directly for assistance.  ALL PURCHASES include a (90-************ Warranty when purchased from our approved Singing Machine Distribution Channel.  This link will take you to our Warranty Page for your review if needed:  *********************************************************************************;

  In cases where the Manufacturer Warranty has expired, we still offer troubleshooting assistance over the phone to see if the issue can be resolved.  In most cases, we are able to resolve the issues with over-the-phone troubleshooting and in some cases, we are not able to resolve.  If we are not able to resolve the issue, we then verify if the 90-*********** Warranty is active so that we can review replacement options for the customer.  

  Thank you.

• Initial Complaint

  Date:06/13/2023

  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 Singing Machine karaoke machine, but it has never worked since I bought it and it is now out of warranty. I contacted the Singing Machine Company and spoke with the **************** Manager, ******, to see if their company would either repair the machine or make an exception and replace it, but they refused to do anything to help me with this, so I was sold a new defective karaoke machine and it appears that I am out the money for it. The Singing Machine Company could have made an exception and helped me with this, but the fact that they wouldn't do this and the fact that their machine was defective, shows me that this company doesn't stand behind their products or care about their customers, so I do not recommend anyone buying The Singing Machine Company's products.

  Business Response

  Date: 06/14/2023

  **************** first contacted The Singing Machine via phone on 06/12/2023 at 11:41am and spoke with Representative *****************  **************** called to report that the CD Player on her karaoke machine was not working.  She provided ** with the specific karaoke model and Serial Number associated with her ********************** which is (SMG901 - SL-901-09-****** - KARAOKE SYSTEM).  The representative attempted to conducted troubleshooting steps to determine if the issue was a user error which hopefully could be fix by troubleshooting, or if the true issue was with the karaoke machine, but **************** refused to go through the troubleshooting process and requested to speak with someone else.

  Representative Francesse did a follow-up call to **************** the same day, 06/12/2023 at 12:27pm.  Francesse conducted troubleshooting with **************** and it was determined that the CD Player is not responding.  After ********* was finished with troubleshooting, she asked **************** where did she acquired the machine from.  **************** responded and said she recently purchased it from a company called (Restoration Hardware Outlet) located in **********.  **************** was advised that Restoration Hardware Outlet is not part of The Singing Machine distribution channel and is not one of our authorized distributors, and unfortunately, our (90) *********** Manufacture Warranty does not apply in this case. You may view our Warranty online by visiting: **************************************************************************;

   **************** was then asked to provide ** with the proof of purchase receipt, but she did not provide it and insisted that we replace or repair her karaoke machine anyway.  The representative pointed out to **************** that, The Singing Machine has not sold this karaoke model on our website or via our Distribution Channel in over ****************************************************************************************************** may check with her local electronic repair businesses for possible assistance with repair.  While on the phone with ****************, the representative Googled repair professionals within her immediate zip-code areas but **************** refused that option and again insisted that we replace her machine.  After being told a few times during the call that the warranty does not apply in this case, **************** did not want to accept the outcome and asked to speak with Management.  Francesse offered to provide **************** with a Promo Code that will give her a discount on her next purchase with The Singing Machine, but she refused that option as well.  

  I called **************** the next day on 06/13/2023 at 1:06pm.  **************** immediately asked me to make an exception and replace the machine.  When I responded to **************** that we are not able to make an exception, she did not accept my response and kept insisting that we replace the machine. She said that The Singing Machine does not stand behind our products and that we had poor customer service.   I tried to explain to **************** our warranty conditions and the machine she purchased was not a brand new machine since it was manufactured in 2009, she refused to accept and again insisted that we replace the machine.  After advising **************** a few times during the call that we truly apologize but at this time, but we are not able to fulfill her request, she then responded with saying she was going to post NEGATIVE REVIEWS about our company not standing behind our products and that we provided poor customer service.    

  We are truly sorry that we are not able to fulfill ******************** request and would love to offer a Promo Code that will give a 10% discount toward the purchase price.  The Promo Code is only redeemable via our webstore at www.singingmachine.com.  This Promo Code is not redeemable on other Retail platforms.  All she has to do is enter Promo Code (KARAOKEON) during check-out to receive her 10% discount. 

  Thank you. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20180248
  
  I am rejecting this response because: The Signing Machine's response to my complaint is full of false statements about me and what transpired in my interactions with their company and only substantiates how poorly they treat their customers.  First, they use the word "refused" is reference to me throughout their response, but I never "refused" to do anything.  The first representative I spoke with ******** did not have the technical knowledge about this karaoke machine to be able to determine why it wasn't working properly, so I asked to speak with someone who might have more technical knowledge about this machine.  Subsequent to this, I spoke with *********, who said that it sounded like the machine was unable to read the CDs.  I asked her if it could be repaired, but she said that the Singing Machine Company doesn't repair any of its products and they only replace them.  I told her that I bought this machine new, and it has never worked since I bought it.  I told her that I realized that it was out of warranty, and I NICELY and POLITELY asked her if the Singing Machine Company could possibly make an exception and replace the machine since it was made by them and it has never worked since I bought it new, but she told me that they wouldn't do anything to assist me with this.  At that point, I asked if I could speak with her manager, ******, to see if she might be willing to make an exception.  ****** called me back on June 13, 2023, and told me flat out that the Singing Machine would not do anything to assist me with this.  Furthermore, ****** proceeded to argue with me about this which is not how I would expect a customer service manager to behave toward a customer.  Contrary to what ********************************************* stated in their response, I never "insisted" that they replace my karaoke machine, and this should tell you everything that you need to know about how this company treats their customers when they throw customers under the bus and make negative comments about them that are totally false.  After this experience and the way that I was maligned by the Signing Machine Company, I would never buy any of their products again, and other potential buyers should beware of how poorly and unprofessional this company treats its customers. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/14/2023

  Hello,

  The customer's rejection and comments were reviewed.  We are truly sorry to hear that the customer did not accept our response.  We understand if the customer is not satisfied with the outcome.  It is hard at times for The Singing Machine to deny a customer, but we are not able to just do what the customer is asking us to do without considering policies and procedures we have in place. ALL CUSTOMERS are treated equally.  We do not pick and choose which customers deserve an exceptions and which customers do not deserve an exception.  All request are reviewed the same and decisions are made based on the warranty guidelines.  There are times when we The Company have to decline a customer's request. We have assisted **************** to the best of our ability and our decision remains the same.  We are not able to replace or repair the customer's karaoke ********************** at this time.  The Promo Code that was provided to **************** is good in case **************** changes her mind and give us another opportunity in the future. 

  Thank you again for your time. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20180248
  
  I am rejecting the Singing Machine's second response because: The Singing Machine Company didn't even have the decency to apologize for making false statements about me and what actually transpired in my interactions with their company in their response to my BBB complaint.  Also, their additional response to my complaint is just another example of how poor their customer service is because even though I was sold a defective product made by their company, they don't feel that they need to do anything to help a customer like me out.  Of course, exceptions to company policies can be made to assist customers in repairing or replacing a defective Singing Machine karaoke machine, but this company is simply choosing not to do this which leaves a customer like me with a defective karaoke ********************** and out of the money I spent on it which further exemplifies how poor their customer service is.  Also, given how they continue to push back in there responses to my BBB complaint and make false statements about me and malign me, this should also tell other potential customers how poorly the Singing Machine Company treats customers.  Based upon other negative reviews I've read about the Singing Machine Company and their products, there are other customers who have purchased defective Singing Machine products and the company hasn't done anything to help them either because they only have a 90-day warranty period which should be a warning to other potential customers.  Most companies offer a 1-year warranty, so if you don't want to be stuck with a defective Singing Machine product and be out the money on it, you would be better off buying these types of products from another company that stands behind their products, offers a 1-year warranty period and treats their customers A LOT better than the Singing Machine Company treats customers.     

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

• Initial Complaint

  Date:01/05/2023

  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.

  Purchased Singing Machine Singcast Ultimate Karaoke Machine, model SMC2040, on December 13, 2022 at our local *********** As of 12/31 the volume and voice changer glitch and continues to change volumes on its own. The screen on the speaker continually glitched through various numbers/letters. I read the pamphlet that was included and there is a 90-day manufacturer warranty. I called the company on 01/02/2023 at 5:53 PM Mountain Time. The gal I spoke to started off not realizing I was on the line and was talking about drinking and an open bar........when I got her attention I explained the issue and asked to open a warranty claim. She told me that she could not do anything for me because they were out of the same model to exchange it. I asked to be placed on a waitlist for when they were back in stock and i was told NO. I also asked if I could send it in for repair, she said no they do not have a repair facility. I asked for a different model as long as it worked, she said not possible. I asked for a credit or gift card to purchase something else from the company and was told once again, not possible. I asked for a manager and was told there wasn't one available and that my information would be sent on for a callback. As of 01/05/22, I have received no follow-up. I posted a review on their ******** page and they reached out saying, "Hi, we're sorry you had a bad experience. What can we do to fix our duet?", on 01/02. I explained the issue and never received a response. I asked again for a response and received an auto-generated reply. It is highly deceptive to offer a warranty on a product that they cannot honor and cannot offer an alternative solution. I hope the calls are recorded to review the experience. I cannot return the product at the store because it falls under a manufacturer defect and I was told I had to do a warranty claim. I am left with a product that does not work and out over $100. It did not even function for a full week.

  Business Response

  Date: 01/06/2023

  I want to fist apologize that I haven't had the opportunity to call ************ back yet.  This is our busiest time of year and as a Manager I have several follow-up call commitments that I am still currently following-up on.  I am only once person and I am following up in the order in which I receive them as well as trying to find time in-between my other Management duties.  I had a chance to listen to the call.  ************ called into our customer service department on 01/02/2023 at 7:53pm.  She spoke with one of our representatives regarding her Singing Machine SMC2040 model.  She reported that the LED screen on the machine was not working.  The representative re-directed ************ to ***'s Club due to the fact that we do not have this specific model in our warehouse inventory at this time.  These specific models get shipped from our factory direct to ***'s Club so we do not receive extra models at our warehouse and we do not have any in our inventory.  In instances where a customer is in need of a replacement, we are referring them back to ***'s Club and ***'s Club has been exchanging them for the customers. Since the arrangement is for all inventory to ship directly to ***'s Club, we have no estimated date as to when we will receive spare machines at our warehouse.  ************ also asked if she can send in her machine for repair.  The representative did correctly advise ************, that The Singing Machine does not have a repair department where customers can ship their machine to us for repair and then have us ship it back to them.  Under Warranty, we replace the entire machine for the customer instead of sending them a repaired machine. Unfortunately, we just do not have any in stock. We understand that ************ is simply looking for a resolution and we would like to see how best we can help and make things right.  I can offer to replace ************ current model which is the SMC2040 (WHICH INLCUDES CASTING TECHNOLOGY) for a similar model which is the iSM2040 (THAT DOES NOT INCLUDE CASTING TECHNOLOGY) as an alternative.  We simply would ask that Ms. ********** call our customer service department and request to be transferred to ***********************. We will conduct some troubleshooting steps to identify the true issue and see if problem can be fixed over the phone and if not, we can move forward with a full machine replacement.   We have created a file capturing ************ issue and concerns.  Please have ************ contact our customer service department at **************.  I am available Monday - Friday from 10:00 am - 6:00 pm Eastern Standard Time. Have ************ provide her customer file #**************** at the time of her call so the we may quickly locate her file. ************ will be subjected to the warranty terms and conditions.  We look forward to speaking with ************ in hopes we can change this unfortunately experience to a positive one.  Waiting now to see a response from *************  Thank you for your time.

• Initial Complaint

  Date:01/02/2023

  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.

  Bought it the end of September for Xmas gift for my granddaughters, wrap it they open it at Xmas and when try to plug it nothing happened no lights no power, I found out after opening it that Amzon only covered it for 30 days and was told by ***** to contact the singer machine for them they say they only have a 90 day warranty. To not buy from from this company they will not help you. Will never buy a Xmas gift again with out opening it and make sure it works. Both customer service is at a zero they dont care about children getting a piece of c*** Singer Machine STVG85BTW.

  Business Response

  Date: 01/03/2023

  Happy New Years.  This customer first contacted our customer service department on 12/31/2022 @ 5:19pm.  The customer's initial complaint is not what they reported to the BBB.  The customer's initial inquiry mentioned that they purchased the STVG785BTW sometime in September 2022 as a Christmas gift.  This is what the customer's initial inquiry to us said: (Open machine for Xmas try 2 different tvs to hook it up it doesnt work. Would like my money back. Not a replacement. I thought you could see the words on the machine instead of hooking to a TV.-this Xmas gift for my granddaughters.)  

   Based on their description of the issue, they didn't understand how to properly use the machine and its features.  Our customer service representative responded to the customer's inquiry via email the very next BUSINESS DAY, 01/02/2023 at 9:21AM requesting for additional information and asking them to call our customer service department so that we may assist the customer over the phone and explain how to use the features on the machine. The customer called us and one of my representatives spoke to the customer the same day 01/02/2023.  The customer presented a different issue than what they initially reported and emailed us about.  During the call, the customer mentioned that the ********************** was not powering on. They purchased the machine from Amazon.com and not directly from us. (For a refund the customer will have to refer back to Amazon.com and verify their options "if applicable".) The representative advised that the issue may simply be the *** Adapter aka Power Cord) and can buy a new one to see if the machine will power on.   The customer refused to purchase a replacement adapter to see if that fixes the issue.  The customer was informed of the (90) Day Manufacturer Warranty and if the purchase was in September, the 90 Day Warranty has already expired by this time. To see our Limited ******************** Information, please visit: ***************************************************************************;

  On the call, the customer admits to saying she did not know that there was a 90 Day Warranty with the Manufacture and also admits to not knowing that Amazon has a 30 day warranty.  Our warranty information is always available on our website.  We provide this information on our website so that customers are fully informed of the warranty guidelines prior to purchasing a Singing Machine product.  We also have our customer service contact information online so that if the customer has any questions before purchasing a product, we can answer their questions and provide any clarification if needed.  Unfortunately, not every shopper researches the information before purchasing with Retailer.

   Unfortunately, due to the Holiday shopping and not having the ability to quickly replenish our inventory, we only have product available for those customer who are currently under the (90) Day Manufacturer Warranty.  We are not able to take from that inventory.   We are willing to ship a new AC Adapter to her to see if that fixes the issue (THE CUSTOMER WILL be SUBJECTED TO PAY A $7 SHIPPING FEE) We will not be able to replace the entire machine due to the product is out of warranty and we have no inventory available.  If the customer would like to try using a new AC Adapter, they can simply have the customer call us back and provide their customer file #**************** at the time of their call so that we may quickly access their file.  Our customer service department can be reached at **************.  She may call between the hours of 12:30pm - 8:30pm Monday through Friday for the next two weeks.  We then go back to normal business hours which is Monday - Friday from 10am - 5pm EST. .