ComplaintsforSound United

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an amplifier directly from Denon (owned by Sound United) they said it would ship that same day, but did not. They provided me with a fake tracking number from a different company. Then when the item arrived, not only did I receive an older model than what I ordered, it arrived broken. I tried to contact their support multiple times and was asked to wait each time. Eventually, someone from their email support said if I ordered a 2nd amp they would give me a discount and I would get my money back for the 1st one when it was returned. It's now been 2 weeks and they have continued to tell me to wait, the 2nd amp never shipped they have stolen my money. I asked to speak to someone about this and they refused. I asked for my money back 3 times now, and they have not responded other than asking me to wait. I did everyone they asked me to do and got ripped off for it. I want either the amp I ordered or my money back.

  Business response

  11/04/2022

  Business Response /* (1000, 8, 2022/10/21) */ Dear Trevor, We're very sorry for all the confusion and the shipping mistake made regarding your case and initial purchase. Per our internal case, XXXXXX-XXXXXX we are currently processing a 15% discount on the initial order of the ******** This 15% should be refunded to you within the next 5-7 business days. We also authorized a replacement of the defective ******* unit you received with an upgraded model. ********* Given your acceptance of both offers, we would consider this complaint with the BBB satisfied and now closed. Thanks, Greg ***** ** Consumer Response /* (2000, 10, 2022/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) this is acceptable as long as the replacement unit is in proper working order

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2 Denon DHT-S514 soundbar from 2001AudioVideo in Canada with Extended Warranty purchased at a time of purchase in 2015 and 2017. Purchased in 2015 soundbar had the issue with PCB board twice during Warranty Period. Now unit purchased in 2017 has EXACTLY the same issue with PCB board. I've contacted Denon (through official Denon Canada Website contact Form) Customer Service and got a reply from Denon North America official representatives. They've informed me that the unit is covered with Manufacturer Warranty of 3 years and after reviewing everything, asked me to send it to Microland Canada (official repair facility) for warranty repairs. Denon have paid shipping fees to Microland. Microland returned to me stating that the unit is not covered by Warranty and returned to me with $407.65 repair estimate bill. So since Manufacturer Warranty for Lemon product has been refused, i processed repair through Extended Warranty that to my high surprise was refused stating that Manufacturers warranty is 2 years and not 3, as i was informed multiple times by Denon North America through Denon Canada Contact form. I was given wrong information multiple times and got a Lemon product (with the issue that is well known online). I am stuck with a product that has extended warranty that cannot be utilised thus Denon Canada provides information to 2001AudioVideo that is Different from information provided through Denon Canada contact form, that tries to refuse Extended Warranty repair/replacement based on that information they receive. The issue is in that I think that i purchased a Lemon Denon Product and that due to inconsistent information received/provided through different information channels within Denon Company to Official distributors and customers, my Extended Warranty cannot be utilized/used towards the repair. In addition i am stuck with Inspection bill from Microland, that i was forced to use for warranty repair by Denon Representatives.

  Business response

  03/30/2022

  Consumer Response /* (2000, 6, 2022/03/29) */ ***Document Attached*** Hi, While i've been waiting for a BBB case to be opened, business returned to me with an approval for one time courtesy warranty. :) So I think that situation is being resolved through a warranty repair now and case can be closed, based on that information provided. Please let me know if you have any questions. Best regards, **** ****

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 12th, 2016, I purchased 2 Polk Audio S6 speakers and a Polk Audio Omni SB1 Plus soundbar with a subwoofer. The original soundbar and subwoofer were replaced with a Definitive W Studio Micro soundbar and subwoofer on January 05th, 2018. On June 9th, 2020, I purchased two Polk Omni S2 speakers on eBay. The system needs the DTS Play-FI app to work over Wi-Fi. Without Play-FI, the speakers and surround sound function don't work, which is the case now. On or about September 2021, DTS Play-FI pushed an update to the app and speakers. Unfortunately, the speakers would not connect to the Wi-Fi after the update. On 09/10/2021, I opened a case with Sound United North America # *************. They tried to remedy the problem by providing me providing firmware updates on 09/10/2021 and 10/25/2021; both failed to correct the problem. At this point, the attempt to fix the problem stopped. We went back and forth a bit, and on 12/22/2021, Joemar Customer Support Representative Definitive Technology Sound United North America wrote: "We have already raised the issue to our Product Specialist, and unfortunately, we cannot offer the return and replacement method in changing your system. Alternatively, we can actually offer you 50% off any replacement products. You can actually check the Denon Home products for reference. Thank you very much." I reluctantly agreed to the offer. Then on 01/04/2022, they changed the offer to only one at speaker at 50pct off. I declined the offer. My system was working perfectly fine until the PlayFI update was pushed. Therefore, there is no problem with my equipment's internal electronics, and I deserve to be compensated.

  Business response

  04/14/2022

  Business Response /* (1000, 12, 2022/04/12) */ Response By Email (SU CS Team) (04/12/XXXX XX:XX AM) Hi Lisa, ****** ****** is out of warranty, but we are sending 2) Denon Home 250's on US-SO-XXXXXX as courtesy warranty replacement. Thanks, Kim Consumer Response /* (2000, 14, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the offer contingent on three stipulations. 1) The speakers are not refurbished, brand new, and unopened in the original packaging. 2) The speakers are in stock and will be shipped once the agreement is accepted. 3) The tracking information will be sent to my email address when shipped. Regards, **

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Denon AVR-X2700H received from Best Buy in April of 2021. Was touted as being able to fully support able 120 hz 4k over HDMI 2.1 Well it turns out that was not the case and not pass the signal to my Xbox Series X correctly. After many months Sound United came up with a cheap fix by offering an adapter box which requires multiple extra cables and takes up an extra power slot. To make matters worse they are now saying its a 6 month + delay to get one. This is totally unacceptable as they are selling "fixed models" without this issue. I am requesting Sound United (Denon) do a 1 to 1 swap and replace my unit with a fully functional unit that does not require an HDMI Adapter box.

  Business response

  02/15/2022

  Business Response /* (1000, 12, 2021/12/10) */ BBB Case # ******** - ****** ****** Sound United Internal Case #: XXXXXX-XXXXXX Dec 10 2021: Customer's request has been fulfilled and the customer is now satisfied. Thanks, Greg M. Customer Experience Lead / Denon & Marantz SME Sound United NA Consumer Response /* (3000, 14, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Was sent adapter device, which while fixes the issue requires extra cables to be run. I am requesting they swap the receiver for one with the defective part fixed. Thank you,

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

   I reported an issue with my Denon AVR X1600H on September 29, 2021, because the receiver is under warranty Customer Service identified a service center located about an hour and a half from my home.  I was not happy at all that Denon would require me to incur the cost of shipping and not wanting to wait the extra shipping days before I was up and running I decided to drive the unit to Electronic Laboratory Inc in Pompano Beach, Florida.  Although not before the service center opened on October 5th, six days later.  On October 5th I drove the 1.5 hours each way to drop off the unit.  The service center was quick to complete the work and the following day I drove the 3 hours picked up the unit and reconnected that evening.  The unit worked for a full day before losing all power again.  The next morning, Friday, Oct 8, 2021, I reported the problem to Denon customer service.  As you can imagine I was not at all happy that they were unable to resolve the issue and it was escalated to a supervisor.  I was informed that a supervisor would contact me on Monday on October 11 (3 days later).  When i was not contacted by a supervisor on Monday I again called customer support to determine what I had not been contacted and queried as to how Denon was going to resolve this issue.  I was told that the supervisor was not in and that I would have to wait until today Oct. 12, 2021, before Denon could determine how to resolve the issue. I tried to call customer service before having to write an email, but of course Denon customer service is closed.   On Oct 12, 2021 I shipped the unit back to Electronic Labs who contacted me on October 14, 2021 to tell me the unit was working fine. They decided to run the unit overnight jus to be sure and on the following day they advised me that they encountered the same problem and told me that it was the HDMI board. 7 - 10 days for the board to ship! I am now day 27 without resolution. Customer Service won't honor warranty or respond!!!

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OnAugust 7th I purchased a receiver on the Denon website.. Refurbished, orde number *****. Unfortunately their site duplicated my offer. Tried to cancel but there was no way. Also sent an email, which I have never received a response to this day. BOTH receivers, the same model, were shipped on Aug 9th. After waiting a few days for the email I called them and spoke to a rep and explained the issue. He sent me a return label via email on Aug 11th. I repackaged the receiver, which they did not do simply stuck a label on theirs. Receiver was picked up on 8.13 by our FedEx driver, who comes every day. After two weeks plus of no credit for return, I called them again. The person I spoke to basically accused me of never sending back and trying to steal from them. This is not the case, I know FedEx is having issues but it is now 9.24.21 and I STILL have not received a refund or a reply to either of the two emails I sent. I kept the one I wanted and just want them to do the right thing

  Business response

  01/24/2022

  Business Response /* (1000, 7, 2021/10/06) */ We are investigating this issue further with FedEx. Unfortunately, we do not at this time have any indication that the prepaid return label provided to the customer (FedEx XXXXXXXXXXXX) was ever used to return the order, and no such order was received at our return facility. Consumer Response /* (3000, 9, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am director of logistics for our manufacturing company. Currently FedEx is charging a surcharge to over 1000 zip codes, simply due to capacity issues. Their next surcharge will be for the holiday season and result in $3.50 per carton, everywhere. Basically, they are operating at a 140% capacity rate and are hopelessly behind and losing our orders on an average of 4 out of each 100 shipped. This entire issue began with Denon system glitching and placing two orders. Attempt was made to rectify immediately, which went unanswered. Their chat feature is for tech support only and their phone support is difficult at times due to a language barrier. All that being said I did make the attempt to contact and as stated previously was basically accused of lying. If that were the case why would I then purchase your Denon 960 model? If you check ship to and email you will see I did and have received same. Trust me I do not need three receivers, kept the one 750 and use in workshop. The 960 is in my office/gaming room. I am not in the habit of being accused of stealing so this is new to me and, if it were possible, Amazon could testify to my returning items. Just did a tv swap. Not to mention I have a shipping dock and several pick ups a day from FedEx. I can GUARANTEE this was picked up as part of our normal pick-up service. There is not much I can do about whether Fedex shows in their system or not, you are asking me to prove a negative. All I can say is I paid for both items, even though I did not need both. Made no claim with credit card company. I did the right thing and called to receive a return authorization. I then returned it. I cannot possibly be held responsible for what occurs after that. Feel I have complied in every way. I have been honest and forthright and even accepted the issue with the double ship. However, it has now been two months, I purchased another receiver from them, I imply need the return processed so I can close the book on this. Do not believe it is too much to ask.

*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. ↩