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:01/17/2025

  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 purchased quite a few vinyl albums from this company as they advertise them to be of high quality. This includes the quality of the pressing, reproduction of the sound and one of the critical elements in this quest is also the weight of the medium (vinyl record).. Having owned about 50 albums of vinyl from different manufacturers including ****, I was facing issues on my orders related to their collector editions. The orders for collector editions would always have some sort of issue and being international shipment they would ship replacement discs only at my cost. To avoid the additional costs I would purchase additional discs. However the problem still persisted after multiple attempts. This led me to investigate further and found that the medium they use is not of 180g quality. All records from other sources as well as MoFi non-collector editions advertised as 180g are of 180g or higher. The collector editions were found to be inferior discs with weight less than 180g (trending towards standards for 160g) and having warp issues not laying flat on the turn table. Attempts to resolve this have been met with a defensive posture stating that it is not an exact science As a customer one would expect to get what was advertised. As a company they have also been in a litigation that was concluded as a settlement for false advertising on analogue reproductions as they do use a digital step. I believe they might be intentionally misleading on the weight in this instance or a quality issue with their supplier. Having invested heavily in audio equipment it is too much of a let down by **** not living upto their advertised standards.

  Business Response

  Date: 01/17/2025

  This customer seems to be experiencing a defect rate that is much higher than normal.  We have provided free replacement discs for this customer for every title he has requested.  Per our stated return policy we will not pay for replacement items to international customers as the cost is too great.  This was agreed to by the customer at the time of check out on our web site.  As for the weight of the product it can very slightly up or down for each piece of vinyl.  We have requested and not received proof of any of our products being under weight.  We recommend this customer shop and purchase these product locally, as to not incur the high costs of shipping, and also so he can visually inspect the product is 1005 to his standards before buying.  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22822447
  
  I am rejecting this response because:
  Hi there
  
  Id like to let you know that this is not resolved. I was travelling internationally for business and had not seen this message in its entirety - not realising that an action was required.
  
  
  In their response they have stated that
  As for the weight of the product it can very slightly up or down for each piece of vinyl.  We have requested and not received proof of any of our products being under weight.
  
  I have provided them with detailed measures of all discs in question. 
  
  As I have mentioned none of the other discs claiming to be of 180g quality are less than 180g.  Only MoFi collector edition discs have a problem in spite of MoFi charging premium rates. 
  
  If they want to shortchange us customers on quality and charge premium rates that is certainly deceptive. If I advertise 18k jewellery any customer would expect 18k. So they do have an obligation to fulfill the product as advertised. 
  
  They have been quick to state return terms that I have agreed to when making the purchase. But I have not received the product as they advertised which in my view is a bigger breach of the terms of sale. 
  
  Please see the attached email where I have catalogued each disc and their weights (which they seem to have ignored in their response via BBB)
  
  Regards 
  
  *******
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/11/2025

  This customer is welcome to return these items for us to inspect and weigh.  We have provided multiple replacements and will replace these as well, once we have confirmed the actual problem.    

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22822447
  
  I am rejecting this response because:

  they need to pay for the shipment as their terms of sale are not valid considering that the product was not delivered as promised. If they provide me a shipping label I am happy to return them. They also need to guarantee that a replacement will be compliant as per their advertised product - so far all replacements have been exhibiting the same issue.

  Alternately I am happy to get this investigated and certified by a local independent calibrating agency. If non compliant the costs of this exercise will have to be borne by Mobile Fidelity.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/11/2023

  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.

  Terrible customer service. If your trying to get a refund it's nearly impossible. Buyer beware. I bought a tube ,and the sent me the wrong one tried telling me it was the right one . Clearly it was not it had a different number on it. Still waiting for the refund. They keep lying to me every time I call

  Business Response

  Date: 02/13/2023

  This customer purchased this item in our store and opened the item and stated it was perfect, and left.  He then decided it was the incorrect item for his needs and wanted to return the item.  He was told by Music Direct and the manufacturer of the item that the tube he purchased was the correct item.  Even so, we paid the return shipping for the customer and issued a refund on ********.  Please note this customer called our customer service team and screamed at multiple team members multiple times.  He is no longer welcome to shop at our store. 

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  Exchange fraud! Music Direct sent me a defective network player. On a simple exchange they deducted $1049.10 on a huge restocking fee, which makes no sense on an exchange, and paid only a ***** of the shipping charge. Do not do business with this company!

  Business Response

  Date: 01/20/2023

  On 9/12/2022 this customer purchased a unit through our Amazon store.  The unit was delivered with signature on 9/15/2022.  The serial number for this unit is FX ****************.  The return period for this unit ended on 10/15/2022.  On 10/27/2022 the customer contacted us ************************ to attempt to return the unit. 
  The customer was told he must set up returns through the Amazon system multiple times.  No return requests were received for this unit through the Amazon system. On 11/14/2022 the customer purchases a second unit from Amazon.  Serial number FX ****************.  This unit was delivered with signature on 11/15/2022.
  On 11/18/2022 we were notified that the second unit was received in working condition. On 11/18/2022 the customer sets up an Amazon return for the second order and was authorized to return.  On 11/22/2022 the customer sets up an Amazon A-Z claim for the original order stating the unit was not delivered.  This claim was denied on 11/25/2022.
  On 11/28/2022 we received the return for the second unit (serial number FX ****************, but in the box was defective unit serial number FX *****************.  Although not required we refunded the customer $512.51 through the Amazon system for returning the incorrect unit in the incorrect box.  
  Selling through a 3rd party seller (Amazon) we are required to follow exactly their procedures and cannot operate outside these guidelines.  The customer missed his return period on the first unit and has attempted to defraud our company by purchasing a second unit and attempting to return the original unit.  We have pictures and receipts proving all of the above.
  
  
  
  
  

   

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising 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.

  Purchases a Flux HiFI stylus cleaner through Amazon. Amazon sells this unit through Music Direct. Paid full price for a new unit. When unit arrived it was obviously a used probably previously returned unit. Unit did not come with batteries as described. Also the paper tab for the cleaning solution was torn and removed. Also the cleaning solution was only half full. Started by going directly to Music Direct for simply a new replacement unit. Representative from Music Direct informed me due to their contract with Amazon I had to contact Amazon. I contacted Amazon and they filed a report to allow me to contact Music Direct to fulfill getting a new unit as I paid for. Amazon even filed a report to Music Direct. Music Direct is being completely unreasonable for me to resolve this issue. They keep telling me to file a report which I have done. With photos but now completely ignoring me. I am not even asking for a refund. I simply want to exchange this faulty user unit for a new one in which I paid for.

  Business Response

  Date: 10/05/2022

  The following e-mail was sent to this customer on 10-04-2022:

   

  Thank you for the images you have sent. We did not see anything torn in any of the images you sent. The item you received is brand new direct from the manufacturer. We do not list this item in used condition, nor have we ever received any returns for this item; neither from amazon nor our own website sales.  The ******* video which you are referring to was posted in 2018. Since then, as we previously stated to you, the product has been upgraded with new padding for stabilization. In addition, packaging and literature has been updated as well.  Due to international customs importing issues, the manufacturer shipped the brand new product to us without batteries. We apologize we were unaware of this issue until you had brought it to our attention. With that said, here are your options:-

  we provide a $4.00 refund for your order for the missing AAA batteries

  - return item to us and another unit will be shipped to you upon inspection and verification unit is brand new

  - return item to us as a one time courtesy for a full refund Please let us know how you would like to proceed. 

  Thank you for your patience, understanding, and support for small businesses. Music Direct ****************** cc - *******- It's The ********************** That Matters

  Business Response

  Date: 10/18/2022

  A brand new replacement unit was sent on Monday 10/17/2022.  **** tracking number is 9461211108078864721431. 

  Customer Answer

  Date: 10/28/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/23/2022

  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.

  I ordered an amplifier from Music Direct on May 5th, 2022 (received the package on 5/10/2022). I refused the package due to it being the wrong item. The amplifier was sent back to Music Direct and received on May 17th, 2022 as per ****** The tracking number is: ************ The Music Direct Order# is: ******** I called customer service asking if they have received the return. The *** refused to contact receiving to see if the package was received. He told me if ***** says it's delivered then I am ok. Then I asked when I can expect the refund. The *** told me there is no way the can track when I will get my refund and to check for messages from AMEX stating when my card is refunded. I then asked if I will receive a email confirmation of the return being received and when I will receive my refund. The *** told me they don't do that at Music Direct and he has no way of tracking my return.I find this to be horrible customer service with **********************. The *** had no interest in helping me or seeing that I get my refund in a timely manner. I wish to get my refund to my AMEX card ASAP to resolve this issue.

  Business Response

  Date: 05/24/2022

  This return was a return to sender sent back with no attached RMA number.  This can cause minor delays in processing.  Unit was received on 5-17-2022 and has been here for 5 business days.  The returns is now closed and the refund will be processed 5-24-2022.  It can take a few business days for the refund to be reflected on the credit card.  The customer will receive an e-mail stating the return has been processed and closed.