Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/11/2023
Type: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 a SB500 SOUNDBAR from ZVOX AUDIO. The Order Date was 11-27-23.The Order# is *******. The reference number is ZVX134637. My Customer# is 85.I paid ************* is nothing wrong with the product. It just didn't work for my particular set-up. I am wanting to return the product to ZVOX before my 60 day trial ends. On Dec. 2nd, 2023,I requested a RETURN MERCHANDISE AUTHORIZATION (RMA) number and shipping instructions. On Dec. 5th, I was assigned TICKET# ****** saying that the audio experts would respond within 2 days. Today is Dec. 11th and I have not heard back from ZVOX with a RMA number. The product is boxed back into it's original shipping carton and ready to go. I'm just asking for someone to email me the **** with shipping instructions.Thank you for your help.********************* ***** ********************************************************************** ***************
Business Response
Date: 12/13/2023
Hello,
We responded to ***************** on Dec 7th, see below
***********************
replied
7 days ago (Wed, Dec 6 2023 at 8:51 AM)
To:***************
Cc:*******************************
Bcc:******************
Don,
Thank you for your purchase, we apologize it did not suit your needs. To return your unit for refund, please review the information below.
You are responsible for the cost of shipping your unit back to us for refund. We highly recommend shipping by a method that supports a tracking number.
*Please note that all ZVOX models must be shipped in the original ZVOX Audio carton with all original foam packing pieces being properly used. When these systems are sent to us with user created carton and packing, the system arrives with crushed corners.
If you do not have the original packaging you must contact ZVOX Audio and make arrangements for a replacement carton and packing to be sent to you.
A deduction of $100 will be made if your unit is received with any physical damage due to incorrect packaging or misuse.
ZVOX *** refuse a customer return or repair, or charge a restocking fee, when the returned item is not in like-new condition and/or properly packaged. Other conditions that *** result in a refusal or restocking fee include, but are not limited to:
A different serial number than the one ZVOX originally shipped.
Missing parts/accessories or the original product packing material.
Damage because it was improperly packaged for return shipment.
Damage from drops, spilled liquid, or mishandling.
Your return authorization number is RMA302011--ZVX134637 , please label the outside carton with this number and retain for your records.
Pack & Ship your unit with accessories to:
ZVOX Audio
17 ***********.
**********, ** *****
Once your package arrives we verify the contents and physical condition of your unit, a refund is then processed within seven business days of receipt of your return.
If the power supply or remote is missing deductions will be made from your refund amount, please double check the accessories are included before sealing up the box. A missing power supply is $30, a missing remote control is $10.
Verify the information below is correct and include a copy with your return.
Your name: ****************;
ZVOX Order #: ZVX134637
Date of purchase: 11/27/2023
SB500
Customer Service
**********************
17 *********** | **********, ** *****
www.zvoxaudio.comInitial Complaint
Date:09/09/2023
Type: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.
On 03/23 purchased ZVOX in May it stopped working was going to send back for exchange but info said not to return they can help but all they have done is give me another ticket number several in 2 weeks time although they tell you it will cause a delay. Proof of purchase new ticket#, ask why no response new ticket#, call phone numbers they just give you new ticket number! Have yet to talk to anyone or anyone to contact me since original ticket number sent toy email. I just want a new ZVOX for it's great, in fact this is 3rd purchase! They should just replace instead of delaying in hopes that you go away and that's how I feel ,no customer service at all !!!!TVBusiness Response
Date: 09/25/2023
I apologize for your frustrations.
We have received your return and your replacement speaker was ordered on 9/22, ZVX131728. This speaker will ship today and you will get a tracking number via email.
thank you,
****
Customer Answer
Date: 09/25/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Sent return label they say can be denied so until I receive my replacement speaker I will not consider the matter resolved
Initial Complaint
Date:10/10/2022
Type: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.
On Aug. 17, 2022 ZVOX shipped my AV203 Certified Renewed sound bar with a 1 year warranty directly from their website (order number ZVX111484). On Sept. 11, less than 30 days later, all audio input stopped working. I entered a ticket on that day on ZVOX's website, ticket ******, asking for an RMA so I can return the defective unit for replacement. Today, 29 days later, there has been no response from the company. I have asked for a response on that ticket on Sept. 21, 28, Oct. 4, and today, Oct. 10. So far there is nothing from the company. While I was very pleased with the product, their response to warranty issues are a great concern. I would like them to honor their warranty obligation.Customer Answer
Date: 10/23/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
ZVOX audio has completed issuing a new product and providing a method for me to return the old product, and I am happy with their resolution of this matter - complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************
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