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:11/01/2024

  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 made an e-mail inquiry to Headphones.com asking if they would match Amazons prime day pricing. They agreed to and sent me an invoice to make the purchase which I did via credit card. They clearly advertise their *************************************************** a follow-up e-mail asking why I purchased from them I replied that they matched pricing, had a 365 day return policy and I like to support small business. I received a reply from April to that e-mail, Thank you for your support and feedback.The headphones were not a good fit and I promptly requested a return label. I was told that they do not accept returns on price matched items but in this case they would issue store credit with a 10% restocking fee. They issued a return label and they received my return on October 25th. At no time was I ever made aware of this no return on price matched policy. I returned the items promptly and in as new condition with all of the original packaging. I have not received any response to my e-mail inquiries regarding the return or of my store credit. I am requesting a full refund to my credit card as their 365 policy indicates.

  Business Response

  Date: 11/12/2024

  Customer ordered two items clearly marked as final sale on our store. They also requested a price match on the items that were already not returnable due to them being final sale. Per our return policy, price matched items are final sale and not returnable.

  Customer said the headphones did not fit their head properly.

  We offered the customer an exception to our return policy for store credit with a small restocking fee instead of making the customer keep the product that does not work for them.

  They responded by opening a chargeback, a BBB complaint as well as a complaint with the Oregon DOJ.

  Unfortunately Headphones.com can not force customers to read our policies but we do advise that you read the policies of any store that you shop at in advance of making a purchase. We felt we were very reasonable in making an exception to our return policy but it seems the customer does not see it that way due to their unreasonable actions after being given an exception.

  Customer is ineligible for any refunds.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22503573
  
  I am rejecting this response because: On my account page it clearly indicates that I am eligible for 365 day returns.  I made this purchase via e-mail and at no time was it ever communicated that this would be ineligible for a return.  This no return policy for a price match in not anything like the return policy of any other retailer I have ever dealt with.

  I dont have a problem with the policy, I have a problem with the lack of transparency in communicating this policy.

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/02/2024

  Customer was provided with an exchanged unit and deemed that satisfactory.

  Our policies are very clear and transparent. They are written in multiple places on our website. 

  A customer would not blindly purchase something from ****** without looking at any policies and then require that ****** provide them 365-day returns like Headphones.com does because they did not read Amazon's polices.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22503573
  
  I am rejecting this response because:  I made this purchase entirely via e-mail and not on the company website.  Headphones.com sent me an invoice via e-mail which I paid and subsequently received the shipment.  Having not visited the website to make the purchase I wasn't aware of the price matching return policy.  

  I relied on the information on my account page.  When you sign up for a Sonic membership one of the benefits listed is 365 days returns.  I still believe the return policy should be more clearly stated, everything is not eligible for 365 days to return as the headline on the webpage would make you believe.

  At the end of the day Headphones.com and I came to an agreement and I exchanged my original purchase and we can put this issue to bed.

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/24/2024

  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 purchased heaphones and returned after 7-10 days , original putchased lease amount was 761$ they refunded only 543 , they re saying some none senses fees restocking battery finance no other companies doing that this is a rip off and they re ripping off people , I have ordered and return products with other business using affirm payment system no one ever charged me any fees I need to get my missing money

  Business Response

  Date: 02/26/2024

  Hi Utku,
  
  The pair of headphones you purchased are readily available through hundreds of retailers in North America, including Amazon at the time of your purchase.
  
  Looking through your various interactions with our staff, it does look like our return policy along with restocking fees were reported to you several times which you ignored each time.
  
  You had expressed that you wanted to buy several headphones and return the ones that did not work out for you and our staff let you know what our return policy surrounding that process would be.
  
  We do make sure that our return policy is very clearly laid out and when you initiated your return, you did select a box that says "I acknowledge that I have read, understood and agree to the return policy conditions".
  
  For the pair of headphones you chose, you also had the ability to rent the headphones out instead of purchasing them so there were quite a few options available to you if you were looking to avoid our restocking fees.
  
  We understand that our return policies are not for everyone and its unfortunate that you have decided to write several posts all over the internet about our transparent fees. For our customers who the policy works for, they love the fact that they have the ability to return a pair of headphones (whether it's on day 1 or day 365) for a small fee. If they purchase a Focal Utopia today and in February of 2025, ***** announces a new version, they can return it for only $500 instead of trying to re-sell on the market at upwards of a 50% loss. In addition, they can continue to get excellent customer service from our customer experience team, fast, free shipping, a wealth of content along with an active community to participate in.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21341050
  
  I am rejecting this response because:
  
  Sincerely,
  
  Utku Bozbalak

• Initial Complaint

  Date:10/18/2023

  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.

  Hello, I am emailing to follow up regarding my issue with ***** for the amount of ****** for my return. I was told that I would receive a refund for my order, but I have returned it and it is now the middle of Oct, and they still have not given me a refund for my return. I was also told that they would make things right by starting a **** claim, but now they are trying to backpedal and not help me with my return. I would just like for things to be made right and to receive my funds for my return, please. They are also starting a appeal for the denial, so I would appreciate a resolution because I have sent it back and have not gotten a response until I asked them to, which is not right for them to do so.

  Business Response

  Date: 10/19/2023

  Hello,

  As explained to you several times by our support team, your return has not been received by Headphones.com and we are unable to provide you with a refund. The first **** claim made on your return was denied by ****.
  
  In your original 1-star review for our business along with your chargeback, you claimed we were charging you a restocking fee for a defective product. However your return reason, that is in our records along with our chat transcripts, is that you found a lower price elsewhere. The original chargeback placed was sided in Headphones.com's favour as the product you received was fully functioning and we have not received your return.

  Once your return is received by Headphones.com, we will be able to provide a refund.

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 20748120
  
  I am rejecting this response because:

  I have returned my product and the gift was damaged. The reason for return is that the package was defective on the outside, so yes, I did find a better product, because it took a while to get to me, and when it did-- and it was not intact on the outside.

  I have provided a return shipping label and I was also told by your support team that there was is an ongoing appeal for the original denial of the claim. I would prefer a refund because I have returned your product with a prepaid shipping label that was generated by Headphones.com, please.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/26/2023

  The tracking number for my prepaid label by the merchant: headphones.com return is:

   

  USPS **********************,; the headphones have been dropped off at the post office. I informed customer support of this and customer support informed me that no further action was necessary, and to look out for my refund by August 3rd. 

  This can be looked up with the tracking number **********************

  Thanks

• Initial Complaint

  Date:07/15/2022

  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 purchased a pair of Hifiman Ananda headphones from headphones.com on 12/6/2021. Their main selling point is a 365 day return policy. This is the main reason I purchased from them. After receiving the item, I was not satisfied for a number of reasons. The headphone is often said to be easy to power, but many of my devices struggled to power it, and the sound of the headphone was unimpressive to me. Normally I would return it right away to Amazon or anywhere else, but due to their great return policy I thought I'd give it more time and see if I like it after the honeymoon. Well now in July 2022, I decided I really just want to return it. I go to their website to start the process and it says my order is not eligible. Very confused I message customer service. They show me their policy that was updated 4/6/2022 (screenshot attached). here it states that items on "final sale" are not eligible for returns, which is why it did not allow me to return it. I replied with the following points:1) The policy excluding "final sale" was added 4/6/2022, months after my purchase.2) This item was not even a final sale, it is STILL currently for sale at FULL PRICE on their website. Also, all of their items on sale I could see are on "final sale". I believe this is a predatory tactic they use to greatly reduce the amount of items eligible for their "famous" 365 day return.3) Even if all this anti-consumer policy was correct, why should the fact that an item is on sale at all exclude it from their main business selling point, of 365 day returns?The customer service rep went on to gaslight me and say the policy was like that at the time of my purchase, even when their website clearly states it was added on 4/6/2022.https://www.headphones.com/pages/365-day-returns I requested a supervisor and he offered a return less 15%, which I declined. I am entitled to a regular full return according to their own policy and common decency.

  Business Response

  Date: 07/18/2022

  Hello,

  As explained to you by our customer support team, your item was purchased as a final sale item. Final sale items are not eligible for returns under our previous policy (no sale items could be returned at all) or our current policy. If your item was not tagged as "final-sale" in our backend, you would have no issues going through our automated return process.

  Our return policy was updated in April so that some sale items that were not "Final Sale" would be eligible for returns with a restocking fee.

  Unlike most other stores, we put a giant red banner indicating final sale on any page that is final sale. We also put text right above the title with an explanation of what final sale means. At the time you placed your order, our return policy was also placed into every single one of our product pages.

  We very generously offered you a minor restocking fee on item that is not eligible for returns 8 months after you had it. You decided to decline that offer and re-sell it on **** for what will be about a 35% loss + **** fees. Exact quote is "Absolutely not. I'll sell it on ***** leave a negative feedback on BBB and loudly voice my displeasure."

  We don't know of any other store in the world that would take back an item that was not only ineligible for returns at the time of purchase, but also 8 months after the fact with a restocking fee that won't even cover the cost of the free 2-day shipping provided along with refurbishment on your 8 month old item.

  We are still willing to take back your non-returnable item purchased on December 6th, 2021 with the restocking fee discussed.

  - Headphones.com

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17575473
  
  I am rejecting this response because:

  The seller maintained their talking point and didn't address the 3 points in my original complaint. I believe this seller is engaged in predatory business practices based on the exclusive and false use of "final sale" on every headphone that's on sale at all. The return exclusion is hidden under a "hover to discover"  i  icon. This seller will list all of their discounted headphones on "final sale" for some time, and then begin selling it at full price again. This tactic is simply a way to weasle out of their 365 day return policy. Had I known this, I would have bought the item from Amazon and returned it under their real 30 day return, not this fake 365 day return that headphones.com is using as a bait and switch.
  
  Sincerely,
  
  *************************