ComplaintsforSonic Electronix

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered subwoofers from sonic electronix thinking they were dual 2 ohm subs. In the description of the subwoofers it stated dual 2 ohm but I guess the order was submitted for dual 4ohm. Long store short, 1 of the subwoofers got really hot during break in process. I requested refund next day. After 48hrs of no communication, I reached back out to get an update. Finally they sent a return label. I returned both subwoofers since they were somehow discontinued as soon as I bought them. I got an email stating the refund was processed. I waited about a week and never heard or saw any change on the payment option I used. I reached back out again to see what happened with the refund. The rep told me a credit was issued for in store credit in the amount of 136.00.. My order was 262.00.. They took both subs and only refunded my money for 1. That's stealing!!! I called back to speak with another rep. I was told that I could keep the credit of 136.00 and they would still refund the entire amount to the payment option i used. Great! Good deal! Next thing I know, about two hours later, someone from sonic electronics calls back. They say they waived restocking fees and refunded the amount to my payment option but could not leave the credit on my account but offered $30.00 instead. My issue is that I should not have to advocate for myself as a shopper at your establishment. I was told I was getting a credit of $135.00 and that's what I expect. Do not have refunds plastered everywhere if you charge restock fees at "15-25%" and have a refund department that pays no attention to what's being returned. I should not have to advocate for myself as a shopper at your establishment. absolutely terrible Spent too much time on this horrible experience. I would hate to order something else and something not be right or missing. Not willing to take the chance. Nothing about this plays screams experts

  Business response

  01/03/2024

  Hello ******

   

  I hope this email finds you well. I am providing a brief update on the case filed by *** ****** ***** (Complaint ID: ********). Efforts to reply directly to the notification I received today were unsuccessful, prompting this separate communication. Please find below the key steps taken to address *** ******* concerns:
  
  1. Customer Contact: On 11/27/2023 at 13:39:14, we promptly reached out to *** ***** to understand and address his concerns.
  2. Resolution Steps: We issued a full refund and an extra $30 in Sonic Bux for future use to rectify the situation promptly.
  3, Internal Review and Coaching: Identified and addressed instances of misinformation by coaching the involved representative to prevent future occurrences.
  4. Supervisor Follow-Up: Our Customer Service Supervisor, ******* *****, conducted a call with *** *****, resulting in his satisfaction post full refund and incentive. No further interactions were recorded.
  
  If no additional steps are necessary, we kindly request closing the case.
  
  Thank you for your understanding and assistance in facilitating resolutions.
  
  Sincerely,

   

  *********

  Sonic Electronix

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/20/23 I bought a pair of speakers on Sonic Electronix website for 159.99. I tried them out and did not like them, so I submitted a request for a refund and it was accepted, minus a restocking fee. The refund amount was 145.00 if I recall correctly. For this order, I used Affirm to pay for it. About a month or so after I mailed the item back I had paid off the loan with Affirm and asked them about the refund (they say their policy is that you must pay off the loan in full before they will send you the refund, even if they received it weeks before). They knew nothing about it. I emailed SE's support and they simply told me that they would forward my question about the refund status to the right department. After a week or so I sent another email and got the same response. About 2 weeks after this I sent another email and received the same response. They have given barely any information about this refund. I have asked them different questions but they won't answer them. They seem to have no intention of refunding me.

  Business response

  11/30/2023

  We are looking into this matter immediately. We were moving during the months of June through August; however, it is no excuse for us to help this customer out. We sincerely apologize and will get a refund issued within the next 48-72 hours. We also have credited $50 store credit for the future with no strings attached. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 500 watt JL Audio mono block amp from Sonic. I hooked the amp up in my Tesla to a single 10" sub I had. The amp provided very little power to the sub. I contacted Sonic to return the amp, which was subsequently denied. I then asked for a simple exchange, denied again. Their hassle free warranty is ridiculous. I see no point in offering a warranty if a simple claim is denied.

  Business response

  12/29/2023

  Hello ******

   

  We appreciate the opportunity to address the customer's concerns regarding the declined return. Our decision aligns with our return policy, clearly outlined here ************************************************ citing signs of use as specified in the terms agreed upon at the time of purchase - 
  
  Conditions leading to refusal include:
  
  Signs of use, installation, or damage.
  Removed or tampered tags, stickers, or labels.
  Missing parts or damaged packaging.
  Different serial number.
  Physical damage from drops, liquid, or mishandling.
  Improperly packaged returns.
  Used subwoofer enclosures and speaker boxes.
  Blown, punctured, or fried speakers, subwoofers, and amplifiers.

  
  We have communicated this information to the customer and sent an apology email and have not received any further response since. 

   

  Thank you,

   

  *********

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a pair of speakers that were not shipped on time and was given a lame warehouse excuse. I was not home to get the delivery and was supposed to be signature required. Never received my speakers and can’t talk with fed ex because out has to be done by the shipper. Long story short is I was charged for speakers I never received and they refused to work with fed ex claims to get me a refund. Never shop with these people. Better off throwing you cash in a trash can. Zero customer support and could care less if you get the items you paid for

  Business response

  12/15/2023

  Hello ******

   

  To update, we have spoken to this customer recently - his claim has been won and this has been resolved. Our claims and returns team sent him emails last October 18, 2023 to update though he was not able to read them. Our team spoke to him yesterday and was able to update him on the matter and he's satisfied. 

   

  Thanks and regards!

   

  *********

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order *********** directly from the company's website as I have done before. After a few weeks I started to initiate contact with them via email and simultaneously they placed the product on back order and gave some general excuses when the aforementioned is thought to be true. I reached out again a few weeks later as they indicated I should if I had not heard back from them. I basically received the same responses. I decided to contact the manufacturer of the product "Dynamat" to ask them when backorders would be released. They seemed confused because they had plenty of material available. They took the initiative to contact Sonic Electronix, who then ordered the product from the Manufacturer on 05/08/2023. Dynamat shipped the order to Sonic Electronix on 05/11/2023 and confirmed the order arrived to the destination several days later. I have reached out via email to sonic electronix and because they would not answer located their CEO's email ********* ****** and sent status update request to him as well. Neither are responding. This order has been paid by their third party vendor ACIMA, whom I established a line of credit with and am making ACH payments as agreed. Sonic Electronix is paid in full. I have reached out to them on these dates, 4/14/2023, 4/17/2023, 5/02/2023, 5/24/2023, 5/25/2023.

  Business response

  12/19/2023

  Hello ******

   

  I wanted to update you on this customer concern we addressed. Following our investigation, we have issued a full refund and provided the customer with $50 in Sonic Bux as compensation. We have not received any further complaints and remain committed to customer satisfaction. Thank you for your continued support.

   

  *********

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I placed an order for a subwoofer box for my car. I paid $200 for it. Several days later, I received the item in damaged conditions. Sonic Electronics didn't package the item correctly and the item was damaged during shipping. For example, they didn't secure the packaging. The 65lbs box was inside a cardboard box that had absolutely no protection to it. They are now inconveniently forcing me to file a claim with FedEx, which I don't believe is FedEx fault because of Sonic Electronics negligence to package the item correctly with the proper writing on the box. I just want my money back and they can have the box back. I will never do business with them again and realize now why I only deal with Amazon.

  Business response

  12/19/2023

  We assisted the customer in filing a claim, but despite it being unsuccessful, we have fully refunded the customer. No further interactions or complaints have been reported since the resolution. If you require additional information to close this case, please feel free to let us know.

   

  Thank you,

   

  *********

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  4-7-23 order #******** $153.63 4-25-23 order #******** $93.29 Ordered 2 pair of speakers on both orders the first order was a lighted pair. I only received one pair after talking with the company and sending photos they realized I had been shorted a pair after checking inventory. After they re-sent the missing pair I was told they was on back order and it could be longer than 6-8weeks. I decided to eat that pair of speakers and take a refund on the back ordered set that I was missing. After that ordeal I ordered 2 different pair of speakers on the second order “non-lighted” since the others was out of stock. I once again only received 1 pair of speakers even though I purchased 2 pair. Who in shipping can’t count to 4 and why was this not addressed the first time to prevent the same issue again? After contacting the company again for the second order issue back to back. I sent photos proving what I received and was told they had to do an inventory check. Obviously I asked if they had plenty in stock so I wouldn’t be shorted another set if they had to be back ordered. I was reassured that plenty was available and I would definitely get this pair. While waiting to hear back from the company of course now this set is also on back order. So I am still short a pair of speakers that I didn’t receive and that I paid for. No word from the company and I have been trying to get a matching pair of speakers going on a month now… I have 44 orders with this company and been a customer since 2012.

  Business response

  12/29/2023

  Hello ******

   

  We have engaged in direct communication with the customer and are pleased to report that we have reached a satisfactory resolution.
  
  After addressing his concerns, we took the following steps:
  
  We sent the (1) missing speaker to fulfill the customer's order and we provided store credits to compensate for the inconvenience. We also offered additional support for his future orders. If no additional steps are needed, we kindly request that you close this case.

   

  Thank you,

   

  *********

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for 4 items on 2/23/23. Two of the items shipped on 2/24 which was great! I got those items and awaiting the remaining 2. I reached out to sonic after waiting multiple business days of no shipping status and was told on 3/1 they would send a message to the warehouse as they could see my order was only partially filled. On 3/3 I received shipping notification and on 3/4 I received 1 more item, missing still the 4th item (rubber roller to install all these parts). I contacted sonic again letting them know and they opened an investigation with their warehouse. I received an email back a day or two later stating that they counted their inventory and are not short on their end. Stating they have enough evidence that it was mailed with that count. This is absolutely ridiculous as you can see via the FedEx tracking that they did not ship the roller since all they did was place a FedEx label on item 3s original packaging so there is no way it was shipped. I have contacted them numerous times since about this and each time never given a resolution and their ample proof is their count on their end and that does not prove it made it into my box. They could have shipped to someone else or their own internal theft/miss counts. At this point I would like a refund.

  Business response

  01/15/2024

  Hello ******

   

  We've addressed Mr. ***** ****** complaint (ID ********* regarding a missing $7.99 Sound Dampening Rubber Roller. We've promptly credited him with $20 in Sonic Bux during the time of the complaint, well exceeding the item's cost. Kindly consider this matter resolved and, if possible, close the case. We remain committed to customer satisfaction.

   

  Thank you,

   

  *********  

   

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: The business never told me that they credited my store rewards account anything during this issue back and fourth. I do not have that in the email chain and logging into their website here today I see no reference to a refund of any type or a sonicbux area to even spend such credit that they say was applied. I would not have had to reach out to BBB if that was the case, but now concerned why the response here is different than what I have on file. Please advise where this credit is and provide a copy of the email where you stated this as a resolution to me at that time of issue. 
  
  Sincerely,
  
  ***** ****

  Business response

  01/17/2024

  Today, I had the opportunity to speak with Mr. ***** **** and addressed his concerns from his recent response. To support my previous message to his complaint, I have sent a screenshot via email detailing the total discounts provided in the form of Sonic Bux, totaling $30 and also discussed on the call about instructions how to use them in the future. I have also indicated the dates on which these discounts were applied and discussed it over the phone with the customer supporting my previous response. These resolution steps are satisfactory to *** **** as he had mentioned over our call.
  
  It came to our attention that there was a lack of communication from our end during the time of the issue, leading *** **** to be unaware of the resolution steps taken. We sincerely apologize for any inconvenience caused by this lack of communication. Rest assured, we have implemented measures to ensure that such incidents do not occur in the future. Our commitment to transparent and timely communication remains a top priority.
  
  If no further action is needed from the Better Business Bureau to close this case, we kindly request the case to be marked as resolved.

  Thank you,

  *********
  

   

  Customer response

  01/17/2024

  
  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.
  

  Thank you ********* from Sonix for reaching out and apologizing for communication breakdowns on their end during this initial process. Giving credit to the customer in the form of store credit but not telling the customer was the issue here, so I appreciate him showing that credit was issued, how to use it, and added an additional credit as well.    

  Sincerely,
  
  ***** ****

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• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a part form my truck to add a forward-facing camera and they advertised one. I placed the order for the device at a cost of 317.99. I tried to stop the order the next day because I had not received any email receipt and when I tried to look up the order on their website I could not find it. I did finally receive emails from the company stating that the order was being shipped even though I was trying to cancel the order. When the item was received the item number matched the one on their website but the item was completely different than what I had ordered. I kept requesting a refund and they kept sending me emails telling me they would send a Return Authorization number but never did. I did finally receive an RA# and a shipping label and sent the item back. I received an email stating they had received the item and would issue a refund in 3-5 business days but no refund has been issued and that was 2 weeks ago.

  Business response

  12/27/2023

  Hello ******
  
  After investigation, we processed the return ****** * ************)  and issued a refund for this customer as requested (Attached).  We have not heard from him since this resolution.
  If you need further information or if there are any additional steps required to officially close the case, please reach out.
  
  Thanks and happy holidays!
  
  *********
  

  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company claimed a radio adapter worked with my vehicle, I ordered it and it was defective. After some research it appears the unit does not work with my particular vehicle because the factory radio does not have the ability to switch to the cd source port. Sonic Electronix agreed the there is an issue and granted a refund, the device was returned in the same state I received it. It was inspected, no damage was found and a refund was issued. However they state that they can only exchange it for another unit that will not work or give me store credit. The entire issue stems from their compatibility check and sending me a unit that does not work for my vehicle. It is untenable that a company can falsely advertise compatibility to try and bring in customers. I would like the refund sent to my original payment method as this entire issue stems from their product misrepresentation.

  Business response

  01/02/2024

  Hello ******
  

  We have taken immediate action to address the issue. Specifically, we have already processed a refund back to the original payment method in response to the complaint. Additionally, we have communicated this resolution to *** ***** to ensure he is informed about the corrective steps we've taken.
  
  We appreciate your attention to this matter. If no further action is required, we kindly request that you close the case.

   

  Thank you!

   

  ********* 

   

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