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:03/14/2025

  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 received a jp 33 feb 5 and on march 12 it blew down4sound is a very good brand i think i just received a bad amplifier i paid 616$ and have been told by multiple people it would take 3-4 months for anyone to get back with me on repairing the amplifier

  Business Response

  Date: 03/15/2025

  Please be advised that warranty claims are typically responded to within 72 hours of submission. The information they received regarding a 3-4 month timeframe is incorrect and not provided by any member of our team. For your reference, I have attached a screenshot of our standard reply, which includes the necessary details. We appreciate your patience and are here to assist you further.

• Initial Complaint

  Date:02/06/2025

  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 made the purchase on the 6th of February through zip. An error occurred and took the money anyways without registering my order, for which I'm paying for currently still. I need a full refund

  Business Response

  Date: 02/06/2025

  Hello,

  I see that the customer place an order via zip payment option today and the order did go through. I've attached a screenshot that shows his order confirmation along with the shipped status. We also sent an invoice/order confirmation to the customer when he placed his order.

  Customer Answer

  Date: 02/07/2025

  The second order is correct and works but I still have a charge for the first attempt, as you can see in a screenshot I have with zip. down4sound has continued to insist on not talking to zip about this issue either, for whatever reason, which is fine now I guess since my bank has refuted the zip charge anyways. But I'd imagine zip is gonna have issues with this so i still need them to get into contact with each other for a mistake that lies on either down4sounds shifty website, or zip with there services.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22906376
  
  I am rejecting this response because:

  As you can see with my screenshot I have 2 charges, I made the second one after the first attempt errored out thinking it wouldn't charge me. So of course you see 1 order in your system however you don't see 2 do you? I have charges for 2 orders when only 1 has gone through......
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/14/2025

  We have reached out to Zip regarding the duplicate charge, they've stated that the error was on their side and they are working on his refund. 

• Initial Complaint

  Date:10/31/2024

  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 bought 2 products from them, they said after i paid 2 items were out of stock, i said then just refund the order. They agreed to issue a refund but did not, They sent half the order anyways. The item sent was defective and now they wont refund my money or take an exchange. The customer service is horrible, probably the worst I've ever experienced.

  Business Response

  Date: 11/01/2024

  We have engaged in a conversation with the customer concerning their order. As a result, we have manually issued a refund of $1139.80, as the subwoofers were not dispatched. Nevertheless, the amplifier was successfully delivered to the customer, identified by the tracking number 1ZY069494291759165, through ***. Subsequently, the customer proceeded to install the product in their vehicle. They have expressed dissatisfaction, alleging that the amplifier is defective. Consequently, we have forwarded the warranty instructions provided by **********, the manufacturer, to guide customers on how to address issues with their purchased items. It is important to note that we are unable to process a refund for an item that has been used or installed by the customer. Enclosed, please find a copy of our Refund/Return/Warranty Policy that pertains to this particular case.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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.

  I bought a jp43 on March 4 2024 in September my capacitors blew and started smoking so I called and initiated a warranty repair September 9, 2024. So about 2 weeks later I called to see what is going on with my amp so the customer service told me that they are going to send another one. When it arrived today September 26 I installed it correctly as I was on the phone with their technician my amp went into protection I explain everything to him and he couldnt figure it out what was the problem and I called customer service and she told me that its going to be 6 to 8 weeks for repair. I am very disappointed that I spent $700 on something and Im not able to use it as intended. Who wants to wait another 6-8 weeks after already having to wait. They didnt have to wait to take my money.

  Business Response

  Date: 09/27/2024

  Hello ,

  After carefully reviewing the information regarding this claim it appears that the customer reported an issue 6 months after receiving the merchandise and we sent out a replacement as a courtesy. As our policy indicates that we only send out replacements within the first 30 days of receiving. The first amplifier has not yet been tested by our technician to determine if it was install error or manufacturing defect. So it is imperative the customer goes through the complete warranty process at this time due to a repeated issue ,Per warranty instructions that were sent to customer on 9/20/24 there is a 6-8 week *** on warranty repairs. Attachments have been provided for reference.

   

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22346618
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 09/27/2024

  I just want my amp repaired instead of sending me one that is not tested and the problem should not be taking 2 months to fix

  Business Response

  Date: 09/28/2024

  Weve received this review from the customer indicating that he wanted the amplifier that is currently in repair. Weve taken the liberty to contact our repair technician to have his amplifier put at the front of the line to expedite the process. However, we will need for him to send back the replacement before we are able to ship his repaired amplifier back to him once its complete. At this time weve provided the customer with the most satisfactory speedy resolution possible and his cooperation is necessary to expedite the process

  Customer Answer

  Date: 09/30/2024

  I sent the amp in and it arrived today in ************;

  Customer Answer

  Date: 09/30/2024

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

• Initial Complaint

  Date:08/28/2024

  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 placed order then payment directed me to "route" cool insurance is good,,,, some how a shipping ordered was created with address typos ....i received email confirmation. Shortly after meny email, calls & personal visit to Warehouse & no one could "correct" mistake & had the nerve. To say it's in me....im confident I will probably receive refund as item delivered to wrong name wrong street & wrong zip code is the non recoverable. This was a good deal on closeout limited quantity. The "customer service". Has hands tyed & can't help I tried for days to resolve this & they shipped it out anyway and

  Business Response

  Date: 08/28/2024

  Hello,

  We have been in constant communication with this customer advising him on the next steps to get his order corrected. He initially placed his order using the shipping method and came down to the warehouse to pick his order up but was advised that since he selected the shipping it could not be changed to pick up per our contract with cyber security who filters through our orders. When he indicated that his order was sent to the wrong address he was immediately advised to contact route package protection ( he purchased this insurance when he submitted his order) as they refund or replace orders that are lost, damaged, or stolen. At this time we have provided him with all of the information necessary to have this corrected, and have also encouraged to reach out to route for assistance as the issue is time sensitive. 

• Initial Complaint

  Date:06/27/2024

  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.

  They refuse to honor what they said and send me a new pair of earbuds. The ones that they sent me were faulty, and tech support agreed to send me new ones, but customer service refuses. This is no way to treat a customer who has spent a lot of money with the company and just wants what he was promised

  Business Response

  Date: 06/27/2024

  We have assisted this customer to the best of our ability. The earbuds were sent as a free gift for orders over $500, the customer did not meet the qualifications but was sent a free pair, along with a free shirt, and a 5% off coupon. We've explained to the customer that we will not be able to replace this free item as we only have a few left in stock that are reserved for customers who purchased them or are going through warranty for ones that they purchased and are having issues with. 

• Initial Complaint

  Date:05/08/2024

  Type:Delivery 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 a battery with them on April 27 and it got delivered on May 6 I go to my house to pick the battery up nothing. I contact them to see if they can find out what happen turns out it was delivered and probably stolen so I ask if they can help me with replacement or refund they offered 0 help after all the money I spent with them previously I'm very disappointed. (Order number ******)

  Business Response

  Date: 05/08/2024

  Hello,

   

  Unfortunately this customer opted out of route package protection which covers lost, damaged, and stolen goods as listed on our website. There is photo proof of delivery to the customers residence in which I've attached here. We are unable to provide a replacement or a refund on this order amounting in $429.99 as it does show delivered with proof by **** We recommended that he file a claim with *** as they would need to assist him with a replacement or refund. 
  

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service 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 items from this business about 3-7 days ago. Been trying to reach anyone from company since I've ordered as I have a question that needs action. I've emailed 5 times no response. I've called multiple times no response. I tried contacting them via their social media and they put me as spam and i can no longer comment or message them via the social media because of their actions. I've spent well over 1k and this is the customer service I get in return? This is ridiculous!

  Business Response

  Date: 04/10/2024

  Hello,

  
  ********** reached out to us to upgrade an item on his order. When we responded back asking how he would like to cover the difference he did not response back to us. He used a financing company that won't allow any changes unless we modify his lease agreement with them. He can either choose to do that or pay the $70 out of pocket. 
  

• Initial Complaint

  Date:03/28/2024

  Type:Delivery 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.

  Place an order on 3/7/24 it's being 20 days now since and nobody can give me a answer or a refund to where is my order its only run around and blame on *** but *** don't have any record off picking up any package from them. So I cannot file a claim with *** neither what are my options when they have no interest in giving me a refund or finding a solution to the problem.

  Business Response

  Date: 04/11/2024

  We did file a claim on the package and it was just approved by **** The customer has been refunded. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair 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.

  Placed an order for a JP95-RD amp, product was received and upon hooking it up the amp was in protect mode. Tested multiple times to come to the conclusion that the amp was indeed defective. I called their customer support line and was told to submit a ticket on their website for a warranty claim, I did this then the website tells me to contact their customer service, I did that. **************** then tells me to go back to the website and put in a ticket, I told them the back and forth is very complicated and makes no sense for both means of service to direct me to the other each use. This was last Thursday 1/18/2024 and now today 1/22/2024 I am continuing to be told someone will reach out to you no one has contacted me or replied to my ticket, its a constant back and forth with people who seem very incompetent. The level of and kind of customer service on a purchase here is non existent and I would like to either get my money back or a replacement for this defective amp

  Business Response

  Date: 02/07/2024

  This customer was making an attempt to submit a warranty claim on an order that didn't belong to him as it was under the account of ***************************. However, we were still in constant communication with him and providing him with helpful information through multiple means of communication. He was advised to submit a contact form for warranty through our website, however, he reached out via ******** messenger, email, and phone call in which he was redirected to the proper means of contact for warranty. He finally submitted a warranty claim through his own account and was immediately provided with an RMA number along with a return label to have the amplifier sent in to ************** for inspection. He was expecting a replacement which is not in our warranty policy as the item must first be inspected by our warranties department to determine if the item is defective or if it were install error. As of today the customer has contacted us several times even with us advising per the proof in the screenshots that there is a 2-3 week turn around time from the time that the technician receives the item which was on January 24, **** per tracking number 1ZY069499096742789. At this time we do not have any further updates on the customers warranty and he was advised today that we are still awaiting the inspection results as we are still within our expected 2-3 week time frame,

  Customer Answer

  Date: 02/08/2024

  The only reason I have contacted them several times is because they either refuse to answer the phone or the person who answers the phone does not have any idea what they are talking about. First I call and they send me to the website to place the claim, then when filing a claim it refers me to contact them, then when I contact them they tell me to go to the website. By no means have I reached out to anyone on ********* I have sent emails advising that the amp had shipped and a week later a follow up email asking for an update, no response, then I send two more emails within a weeks time. Regardless of the amp being mine or not its a customer I referred to them and trying to get this resolved has been a nightmare 

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21182653
  
  I am rejecting this response because:

  The only reason I have contacted them several times is because they either refuse to answer the phone or the person who answers the phone does not have any idea what they are talking about. First I call and they send me to the website to place the claim, then when filing a claim it refers me to contact them, then when I contact them they tell me to go to the website. By no means have I reached out to anyone on ********* I have sent emails advising that the amp had shipped and a week later a follow up email asking for an update, no response, then I send two more emails within a weeks time. Regardless of the amp being mine or not its a customer I referred to them and trying to get this resolved has been a nightmare 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/09/2024

  Please be advised that it is not within our policy to allow a customer to file a claim for another customer that is not the account holder. In addition to this, we have been in contact with this customer and have provided him with all of the information necessary regarding the warranty. We've attached the proof that one of our representatives provided him with the expected time frame, as well as him writing on ******** and being directed to customer service for warranty as our social media team does not have warranty information. We spoke with him yesterday and provided him with an update, at this time we are kindly requesting that this complaint be closed out as we are still within the timeframe per our warranty policy with all guidelines being followed and the customer will need to allow time for the technician to inspect is amplifier. 

  Customer Answer

  Date: 02/09/2024

  Again, no posts were made on ******** or any social media for that matter. I am fine with closing this out as long as they conduct business in a professional manner

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21182653
  
  I am rejecting this response because: initial response from the business is not the truth, I reached out to their customer service department because that is what the website says to do when trying to file a warranty claim, when I call the person answering the phone directed me to the website which had directed me to their customer service number, I was then asked to send in proof of install so I provided them with a video, after calling to confirm because no one would respond on the number they gave me to send the video to I wanted confirmation they received it I got no response for a couple of days, then all of a sudden when I call and speak with **** he sends me an RMA. Two days later I get a text from the number I was asked to send the video to asking me what it was in regard to. So again the business handling warranty and broken items is the concern here and the hoops you have to go through to get any response. I sent an email a week after the amp was sent off and I get zero response, common courtesy would be nice as well. In regard to it not being my purchase I am the installer, I recommend my customer to by this amp and in return it becomes a headache. Its been 2 weeks and still zero communication. *** tried calling to follow up and was told we told you it would be 2-3 weeks with no information on the amp etc. its a run around and horrible customer service 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/13/2024

  Attached is confirming when I was told on the phone that they had reviewed the video. Was sent in on January 19th ****, responded on January 23rd

   

   

  if they can have the amp replaced or repaired and sent to my address then I have nothing more to say. This should have never gotten this far 

  Customer Answer

  Date: 02/21/2024

  I have now reached out to them via email and phone, they do not answer the phone and will not respond to my email. I was told 2-3 weeks for them to receive and me to have it back and its now been 4 weeks with ZERO communication throughout the entirety of this process.

  Business Response

  Date: 02/21/2024

  The customer was sent tracking number ****************** showing that his replacement is on the way. 

  Customer Answer

  Date: 02/22/2024

  After calling them and emailing them a couple times a week after the deadline someone emailed me a tracking number. Nothing else, no reason why the amp didnt work, no communication in regard to what was going on, nothing. Horrible customer service. Wont refer anyone to them or do business with them again. 

  Customer Answer

  Date: 02/23/2024

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