We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Music Store

Acoustic Sounds, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Store.

Complaints

This profile includes complaints for Acoustic Sounds, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Acoustic Sounds, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/13/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 am extremely disappointed with the poor customer service and return policy from Acoustic Sounds. Since June 2024, I have purchased 25 vinyls from Acoustic Sounds ... and I was very pleased with all of them - except for 1 album. I requested a return, as I explained to ******** TWICE, due to the vinyl sounding being of poor quality. I had 3 audiophile friends over at the time of listening (and they are also Acoustic Sounds customers); and we all agreed the entire album was muddy, shallow, and the vocals poor and faint. I requested a refund, and ******** provide nothing but a condescending communication. Her response portrays Acoustic Sounds as NOT valuing existing customers. I will: 1). NO longer be purchasing from Acoustic Sounds. 2). I will advise my audiophile friends to stop buying from Acoustic Sounds. 3). I will communicate to the vinyl online community about my experience, and advise them to strongly avoid Acoustic Sounds. 4). I will reach out to YouTube vinyl influencers regarding my experience. For the "record", I have a high end system (McIntosh Mono Amps, McIntosh Pre Amps, Technics 1200 turntable, Klipschorn speakers, etc.), and perhaps this magnified the poor vocals of this particular album. Again, all of my previous purchased Acoustic Sounds vinyls sound amazing ... it is only 1 vinyl which I was returning. Ex-Acoustic Sounds customer, ***** ***** is ********'s response to an existing customer: "Unfortunately, we are unable to help with this matter. We do not guarantee that you will like the music or recording quality of an LP or CD, and personal taste does not qualify as a reason for return. Plenty of our customers enjoy this album – as we say, the music is in the ear of the listener. We would advise listing the record on eBay or Discogs to recoup your money if you decide you truly don't enjoy it. Sorry, we couldn't be of further assistance!"

    • Initial Complaint

      Date:05/23/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order for a 4 vinyl set with Acoustic Sounds on May 10th in which the tracking no* ********************** showed was delivered on the 21st but it was not in my mail box or with the people at the front office when I checked. Order confirmation no. is 1119525. I called Acoustic Sounds and they said the vinyl liaison would be contact with me. When they emailed they said their investigation would take 21 days. That will not suffice. I want a full refund for an item I never received. There was no option for a signature and no picture of where the package was left was taken either.

    • Initial Complaint

      Date:02/05/2024

      Type:Delivery Issues
      Status:
      Answered
      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 3 records via internet order on 1/25/24 at approx 9PM. the store has a same-day shipping policy, but i missed the deadline, so, as per store policy, my order was to be shipped friday 1/26. it was not. as of friday morning my order had still not been shipped. i spoke or emailed with personnel nearly every day asking about my order, and the answer thursday 2/1/24 was "it should ship tomorrow" when the policy was it was to be shipped a week ago. i spoke with matt again this morning and instructed him to overnight me the records that i receive them tomorrow 2/3/24. this was not done. i require full compensation in the form of full refund and no return of the records if they ever get here. they have wasted my time and willfully refused to cooperate every step of the way.

      Business Response

      Date: 03/21/2024

      *** ****** placed an order on January 25th and due to an item being unable to be located at the warehouse it was not shipped until the next week. Unfortunately we were not informed of the missing item until after we sent an inquiry about it to inform the customer. Once the situation was informed of to the customer he demanded a full refund for the and still being able to keep the items. He was informed at that point we would be unable to do so and he wanted overnight shipping (this was on a Friday) we offered free 2 day shipping due to the item being delivered in the same time frame as if it were overnight. Finally he filed a ****** dispute while the items were in transit to him. To resolve the situation we redirected the items back to us, which we did receive, and refunded him via the dispute. 


    • Initial Complaint

      Date:05/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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 record from Acoustic Sounds, and it was defective. I asked for a replacement, and once I sent back the defective version, they sent a new one. The replacement was also defective, so I asked to return it again, this time for a full refund. They refunded the cost of the product but refused to refund the cost of shipping, saying it was a "service rendered." This is unacceptable. They sold me a defective product; the seller is at fault, period. Nowhere in the return policy on their website do they disclose that they won't refund shipping fees for defective products. I have never encountered this with another retailer. As of this writing, I am still advocating for a full refund. Their customer service has been absolutely terrible.

    • Initial Complaint

      Date:05/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Business sold me a used item listed as new on their website. They refused to refund my payment whenI contacted them about the issue.

    • Initial Complaint

      Date:07/11/2022

      Type:Product Issues
      Status:
      Answered
      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.
      ******, ******. Your inventory system is inadequate in that it allows one to place an order despite an item being sold out. More importantly, your staff does NOT send out emails alerting customers that orders will not be filled. I only discovered my last two orders were cancelled by entering my account. I was waiting for a shipment email and when I didn't receive it for about a week, finally checked my account. Lastly, with respect to the ************* box set, your company had many at various price points and could have sent me another copy due to your POS system inadequacies. Or, at the very least, notified me of the cancellation promptly so I could begin looking at my other options. Very unprofessional

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/07/21) */ We respect the customer's assertion that our inventory system needs improvement. We are addressing that currently and planning to roll out an improved system within the next two months. We wholeheartedly deny the customer's claim that he was left uninformed. In fact, we emailed him on June 28, 2022, informing him that he unfortunately would not be receiving his item and that it was no longer available for backorder. We understand that this news may have been unwelcome, but it is false to claim that we did not inform him. Furthermore, we answered his followup emails directly and promptly. To summarize, we'll accept that the customer may be dissatisfied with our inventory system. And we are working to improve it. But it is entirely unacceptable for us to be accused of not informing the customer. That is absolutely incorrect. Sincerely, Acoustic Sounds, Inc. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contrary to the business' response, I received ZERO notification that order ****** was cancelled. In fact, when questioned about the order, Acoustic Sounds replied only to say that a "note was placed on your web order stating the item was no longer available and the order was cancelled." NO EMAIL WAS SENT. Just apologize, acknowledge an error and move on in a professional way. I did just discover an email (with no order number information included) about order ******. I assumed it was some advertising email as it included zero reference to my order number so I hadn't opened it. So, I guess informing the buyer of 1 of 2 cancellations is acceptable. With respect to the ************* box set there was NO notice, no offer of an alternative numbered copy of the box set, etc. BBB, the ************* box set was ordered July 1. Notice that Acoustic Sounds made no mention of a cancellation email being sent regarding that. They only mentioned a cancellation email from June 28. It's a shame the company is so defensive. And only partially accurate.

    Acoustic Sounds, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.