ComplaintsforDown4SoundShop

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  04/11/2024

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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 response

  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 response

  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 response

  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

  02/21/2024

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

  Customer response

  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 response

  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,
  
  ***********************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes I ordered a pro fab flat pack dual 12 subwoofer enclosure. Well the front baffle is warped and cracked and there's pre drilled holes for ever piece but the 2 port pieces that need screwed as well. Plus there's no included terminal but there's a recessed cut out for one. So need to either get a replacement with all the right pre drilled holes and a straight baffle with no cracks or a refund.

  Business response

  01/08/2024

  This customer has been refunded in full. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the amp on December 4th. It shows shipping label created and that's it on the tracking number. I have inquired several times with ********** on the status of my order. I have been told it was being held up due to JP being on vacation which caused a holdup, but I was offered a free t-shirt instead of refunding the extra money I paid for the signature. I accepted that as I just wanted it shipped. Then after another inquiry I was told it was out of stock but the website said over two hundred in stock. Another inquiry I was emailed to wait 3-5 days to ship, that was all the email said, then another phone call I was told it needed 24 hours to show up in the system at **** it never did, and then Avi the warehouse manager emailed me that it was shipped and signed for, whatever that means. All I have been getting is a runaround about where my amp is. Shipping status said a label created and *** has not received it from **********. Shipping manager emailed me writing it was shipped and I must wait from an agreement (I signed for that was stated and that I agreed to. I didn't see it.) for *** to deliver within 5-7 days. Basically being told to leave him alone. So everybody is passing the buck. I called *** and they haven't received it at all and is not in there system in any way shape or form. Somebody has it and I have been fighting over this now for over a week. I bought from this company after good amp reviews and now I'm starting to question my decision. I have been nothing but polite and truthful, yet I am not receiving it in return. All I have been getting for a response is it down4sounds fault from *** or ********** blaming ***. *** will do nothing since they don't have it as they claim. I have bought two other matching color amps and have received one and the other is due today. They are of no use to me since I wanted a matching set. I will be sending them back by registered mail if this is not resolved soon. I just want my JP23v2 amp.

  Business response

  12/15/2023

  Hello,

   

  This customer placed an order which required a custom signature from the owner of the company. Upon his return the amplifier was shipped out with tracking number 1ZY069490390495855 on Saturday December 9th. We advised the customer that *** does not pick up from us on the weekends and that the label more than likely wouldn't show movement until the following business day. We had advised the customer that they must allow 3-7 business days for the tracking number to update (as listed on our website) as the carriers will often state that they don't have the package due to there not being an origin scan from them. Due to the busy season *** did not provide any updates to the tracking and the first scan doesn't show until December 14th in ******** even though the label was created on December 9th in ********* ******.  We have been in constant correspondence with ******************* providing all of the information that we have at our disposal. We sincerely apologize for the lack of effort on *** part to ensure a speedy delivery to her. Labels are only created for merchandise that has already been pulled, packed, and placed on the pallet for *** to pickup from us Monday-Friday at 5:30pm pacific time. 

  We've provided screenshots for clarification as *** has been in possession of the package since it left our facility. 

  Customer response

  12/18/2023

   
  Complaint: 21005810
  
  I am rejecting this response because: ********** has provided the emails from some of the conversations over email.  What is not mentioned is the four different response that were made over the telephone which were not recorded.  I discussed with a representative to remove the signature and he offered a free t-shirt instead which I accepted.  It arrived today with his signature on it. The complaint I have is the failure of internal communication needs to be improved upon.  I have no further questions and I am satisfied after the amp was delivered.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Starting on September 13, 2023, an amplifier i purchased that was refurbished had a faulty Bluetooth connection with the bass k*** I call D4S and spoke to a male who gave me instructions on trying to remedy the issue. I then tried with no luck. I called back the same day a few minutes later and the male on the phone told me it sounds like the **************** and to send back. I advised it was refurbished and he said it didn't matter, and they would expedite. I had also purchased another bass k*** that was not compatible however the D4S websight advised ot was.The next day I paid $63.00 dollars to have it shipped, September 14, 2023. On September 16, 2023, ******************************* from D4S emailed me and stated that the amplifier was not under warranty. I advised I already sent it back as told by your company. ****************** also advised that I purchased the wrong bass k*** previously and the right one would fix my problem.After a long wait for shipping back and forth, no one looked at the amplifier and it was returned with the same issue as when I sent it.Customer service again is lacking, and I guess ****************** knows more about the amplifiers then the technicians.If not under warranty, I would have gladly paid to have it repaired. What am I going to do with a paperweight. Long time customer no more. JP you called me once, but this is ridiculous.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  purchased a amp. it took over 3 weeks to ship. I decided to go in another direction. they took to long to ship. now they are not refunding an unopened unit. they are the worst.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a amplifier on 3/1/23 in the amount of ****** also purchased route protection for lost or stolen package.it is now 3/6/23 they say *** picked it up on 3/2/23 but the tracking number is not active and *** does not have the package.i have called numerous times and all they keep saying is give it more time.when *** picks up a package it is scanned and a estimated day of delivery is given still nothing to this day I want my product or my money back immediately.

  Business response

  03/10/2023

  We have been experiencing a high volume of orders due to it being tax season which is causing delays on our shipments. We have shipped this out and tracking is showing movement with an estimated delivery date. 

*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. ↩