Complaints

This profile includes complaints for Shokz's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shokz

  3200 Gracie Kiltz Ln Austin, TX 78758-3002

• 

  Shokz

  1 Adler Dr East Syracuse, NY 13057-1223

• 

  Shokz

  6057 Corporate Dr Ste 2 East Syracuse, NY 13057-1068

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:04/03/2025

  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.

  Hi I purchased shokz open fit of of **** , they have a 2 year warranty it says so on the warranty card, I bought them of if **** brand new in box , I used them for a half year now one side doesn't charge , shokz company will not replace them because I didn't buy them from a authorized seller I bought them sealed in the box of off **** who the h*** is a authorized seller in my area

  Business Response

  Date: 04/08/2025

  Hello

  Thank you for reaching out. Im sorry to hear that your headphones arent working. This isnt how we wanted you to experience your brand new headphones. Were sorry for your experience as you tried to file a warranty claim. We understand your frustration in trying to file a warranty claim, and we regret that you had to go through this. Please note that **** has some unauthorized vendors, which makes it challenging for us to ensure the quality of the products being ******* long as the seller you bought your headphones from is sold by Best Buy (best_buy), youre eligible to submit a warranty claim.
  
  You can submit your warranty claim here: ******************************************************************* we'll send a return label so that you can send the defective headphones, for us to investigate. Well also send a new replacement.
  
  Shokz gives a two-year limited warranty against manufacturing defects for all new products bought directly from Shokz or our authorized retailers. Authorized retailers such as ******, ******, Best Buy, **** Club, and REI to name a few. Refurbished products purchased from authorized retailers are covered by a (1) one-year limited warranty against manufacturer defects. The warranty period begins from the original purchase date, which also applies to the replacement product. If you want to see other models in person, the Shokz website has a store finder that you can use to find stores in your area that sell Shokz products. Thank you for your patience and understanding.

• Initial Complaint

  Date:03/05/2025

  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 a warranty claim on a set of head phones. The company was great and replaced them. Now the warranty replacements no longer work. The Warranty is supposed to be for two years. I'm told that the headphones can't be replaced under warranty because of them being a replacement. I was not told this would be the case, offered to purchase a warranty or told they have no warranty. this is a very dishonest business practice. The headphones are not a cheap item and spending that amount I wouldn't want something that didn't have a warranty. All i asked for was them to be replaced and I'm told they will not do that.

  Business Response

  Date: 03/24/2025

  Dear ******,
  
  Thank you for reaching out to us, and I sincerely apologize for the inconvenience and frustration you have experienced. I understand how important it is to have reliable headphones, especially when youve invested in a quality product.
  
  After looking at your case, I realize that the information about the warranty for your replacement headphones wasnt clear enough. I apologize for any confusion or misunderstanding that may have occurred.
  
  To clarify, our warranty policy covers the original purchase for two years from the date of purchase. If you bought your first headphones within the last two years, any replacements should also be covered under the same warranty. Our records show on the Warranty claim W-00108360, that the original purchase date you provided was 7/2022. We sent an upgrade to OpenRun. Your headphones are outside the warranty period, since its 2 years from the date of purchase; it expired in 2024.
  
  To make sure we give you the best service and experience, well be happy to create a special discount code of 35% to use to buy new headphones.Your satisfaction is important to us, and were committed to making this right. If you have any further questions or concerns, please dont hesitate to reach out to me directly.
  
  Thank you for your understanding and patience.

  *I have included the warranty claim and the response where the warranty was explained along, as an attachment

• Initial Complaint

  Date:12/06/2024

  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.

  On my 3rd warranty claim for some open fit Shokz. 1st pair had charging issues along with music balance issues. 2nd pair had the same thing as well as faint music after a long run. 3rd pair works fine until I run higher mileage. Music fades to an unhearable sound. Can't hear any longer. Tried to make a claim for them to send another pair and I would send the broken one back. Shokz told me they couldn't send another pair without the broken pair, but actually did send last time. The problem is that the set is not IP54 water and sweat resistant. I have requested for them to send another pair and no communication as of 11.29.2024..

  Business Response

  Date: 12/10/2024

  Were sorry for any trouble youve experienced with our warranty process for your Shokz headphones. We understand that you have been in communication with our customer service team about your warranty claim and receiving the replacement. In two emails, we asked that you mail back the headphones with the return label we provided; before a replacement could be issued.
  
  As a standard protocol in our warranty procedure, we kindly request that the defective headphones be returned to our facility. This allows us to conduct a thorough evaluation and confirmation of the reported issue before proceeding with a replacement. Our utmost priority is to provide our valued customers with superior quality products, while upholding the integrity of our warranty process.
  
  However, on your previous warranty claim, we waived the process of sending back the defective headphones as a one-time courtesy to you. We recognize that this may have led to misunderstandings regarding this current warranty claim.
  
  Furthermore, wed like to assure you that the OpenFit area of your headphones has a rating of IP54 under the *** standard *****. This means that they are protected against dust and water splashes, making them suitable for everyday use and light outdoor activities. Further information is included in the User guide found here, ******************************************************************************.
  
  We value your satisfaction and are committed to resolving this matter for you.Once the headphones are mailed back, well send the replacement to you as soon as possible.
  
  Once again, please accept our apologies for any inconvenience this may have caused you. We appreciate your business and we strive to provide the best possible service to our customers. If you have any further questions or concerns, please dont hesitate to reach out to us.

  Customer Answer

  Date: 12/17/2024

  Complaint: 22647519
  
  I am rejecting this response because:

  This was sent back on 12.12.2024 and I have received no communication from Shokz...
  
  Regards,
  
  ***** ******

  Business Response

  Date: 12/20/2024

  Hi *****,

  Wed like to sincerely thank you for your prompt cooperation in sending back the package to **. Were pleased to inform you that we have received the package as of Thursday morning and have approved the replacement. Youll receive the tracking number momentarily when it ships out. We truly appreciate your patience through this. 
  As a company, we always strive to provide the best customer service and headphones. Weve learned valuable lessons from this experience, which will bring insight to our warranty claim process in the future. 
  We value your business and are committed to ensuring your satisfaction with our products and services. We hope to continue to serve you in the future and provide you with a positive experience.
  
  Thank you once again for your cooperation and understanding.  

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising 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 ordered the OpenSwim Pro based on the offer of buy 1 new, get 1 refurbished free as per the attached photo. When I went to check out, there was only the option to but it with a 10% discount which I did assuming that I would received the additional refurbished item. There was no language indicating this would not be the case. I only received one unit. When I called customer support they said that you either get the 10% discount or the refurbished pair, not both, but this was not explained on the ordering page. I told them I would pay back the 10% if I could get a refurbished pair but he said they were out of stock. I said I can wait as I am sure there will be another pair that gets refurbished in the near future but I was told he does not know how to do that. Can someone help me with this?

  Business Response

  Date: 12/06/2024

  We appreciate you bringing your concerns to our attention. We apologize for any confusion that may have occurred regarding our Black Friday sale. We value your feedback and will work to ensure that future sales are communicated more clearly.
  We understand the frustration that may arise when expectations arent met, and we want to assure you that our intention was never to mislead our customers.

  Our Marketing team carefully planned and executed a buy-one OpenFit and OpenSwim Pro, get one free promotion on our refurbished OpenRun for Black Friday. This offer was clearly communicated through various channels including marketing emails, social media posts, and our Black Friday sales page. The Black Friday sales page had an FAQ section, which went into further details about the **** Sale. It included the headphones models that are part of the promotion, the **** replacement policy, and among others.
  

  We value your satisfaction and want to make things right. Wed like to send you the refurbished OpenRun as a gesture of our commitment to providing excellent products and service. The order for the Refurbished OpenRun has been submitted. When it ships on Monday, youll receive the tracking number at this email we have on file, *************************** The package will be delivered within 3 to 5 business days. We hope this will help improve your experience with our brand and restore your trust for the future.

  Customer Answer

  Date: 12/06/2024

  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:09/20/2024

  Type:Billing 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 purchased Shokz OpenRun Pro 2 headphones with an anticipated delivery date or 3-5 days. After 7 days the headphones had not arrived. I contacted the company asking for a refund and I was told to wait. I replied that I would prefer a refund to waiting and the message was left without a response. I followed up a second time in writing, and again, did not receive a response. I called the company and was told that they could not issue a refund. Upon requesting to speak with a supervisor, I was told by a representative named ****** that he would not identify his supervisor by name, nor would he transfer me to a supervisor. I would like a full refund at this time.

  Business Response

  Date: 10/18/2024

  Hi, 
  

  Were so sorry you had a poor experience with Shokz Customer Happiness Team. We appreciate you taking the time to share your feedback with us. We can certainly understand your disappointment and we hope to make it right!

  Upon reviewing your order that was placed on September 11 (*******), your **** tracking number (**********************) and your phone interaction with our service team on September 19, 2024 (we were unable to locate any written communication with us under both email addresses on file); we see you requested an order cancellation due to the order arriving later than the general 3-5 business day estimate.  (***************************************************************************)

  As the order was already fulfilled, in transit, successfully moving within the carrier system, and expected to be delivered successfully the following day, the service agent was unable to cancel the order, but offered to initiate a return. This process is standard in ecommerce and is stated in our return policy. (******************************************************) We did confirm the order was delivered on September 20.

  We understand that during your call, you had asked to speak with the agents supervisor, as we were unable to honor the cancelation. While the agent had attempted to connect you with the supervisor, they were not immediately available, and you had ended the call prior to the successful transfer. 

  We were unable to locate a supervisor callback, and for that we apologize. This was an error, and we will continue working with our team to ensure customers are able to receive the support they need more quickly. 

  If youd still like to file a return, please let us know, and well get this completed for you ASAP. 
  

  Please let us know if theres anything more we can do for you!

  Customer Answer

  Date: 10/21/2024

  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:08/26/2024

  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 got my headphones replaced on warranty W-00159324. The new set came and I didn't open an use them for a while. When I opened them up, they broke within a month. The company refuses to return them and do the right thing. They promise a supervisor will call me and have hung up the phone on me.

  Business Response

  Date: 10/30/2024

  Hi *******,

  Thanks for sharing your feedback with the Better Business Bureau. Were sorry you were not satisfied with the service provided by our Shokz Customer Happiness Team.
  

  As you know, all of our new, in-box headphones come with a two-year warranty service. Upon reviewing our records, it appears your headphones were purchased through ****** in March of 2022. We issued a replacement headphone in November of 2023. Upon contacting us in August 2024, the headphones were no longer covered. 
  

  We understand you had not verified the functionality of the replacement headphone upon receipt back in November, and only learned of its issue in August. While this would normally not fall under our warranty standards, as it had been outside the warranty period and against our care recommendations, we confirmed a supervisor had worked with you to make an exception.
  

  We hope you continue to enjoy your headphones. 
  

  Please let us know if we can be of any further assistance!

• Initial Complaint

  Date:08/13/2024

  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 bought a pair of shocks open run pro from Best Buy in May and two months later I am having charging issues. It will not charge. I submitted a warranty claim and didnt hear a response from them through email until I had to call them about three days later and I finally got an email with a code to send mine in to get them replaced. The service person said it would take 5 to 7 days to get my new pair its been almost 2 weeks and I have yet to get an email about any shipping/tracking information on my new headphones. I have called multiple times and emails. The last two emails that I sent have been reply back to me with the same reply Saying, I should see something in *********************************************************************************************************** with a tracking number

  Business Response

  Date: 08/26/2024

  Hi ****,

  
  We're so sorry you received your replacement headphones later than anticipated. 

  It appears your replacement headphones shipped on August 13, 2024 and arrived on August 20, 2024. Your tracking number is USPS 9400109105459588610874. We have attached a copy of your tracking information as well as the processed shipment within our warehouse management system.

  If you need further assistance, please respond here or contact our Customer Happiness Team!

  
  

• Initial Complaint

  Date:07/11/2024

  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.

  Earphones were purchased from Shokz in December 2023 as a present from my husband. The one earphone stopped working in June 2024 and I requested that their product warranty of 2 years be honoured. I was told that they will not honoured with the following Response:"The actual headphone lifespan depends on the volume, sound source, degree of environmental interference, product features, use habits, and other factors. We have reported your advice to the certain departments and pushed them to improve. Sorry again that we are unable to break away from the fixed regulations to replace the headphones for you in the situation that your product is cross-border product". Yes, it is a cross-border product as Shokz is not manufactured or located in ************. yet there is an international claims form. nowhere in their policies do they note it is not covered as a cross-border product. My response was as follow after numerous complaints and highlighting that the fault is a product defect: Your refusal to replace the defective headphones is in violation of my consumer rights under the applicable cross-border consumer protection regulations. These regulations are designed to ensure that consumers purchasing products internationally receive the same level of protection as they would domestically. This includes the right to receive products that are free from defects and fit for purpose.To date no action has been taken and they refuse to replace my headphones which is one of the most expensive open ear running headphones on the market.

  Business Response

  Date: 11/01/2024

  Hi Lizelle,

  Thanks for sharing your experience with the Better Business Bureau. 

  We apologize that our CX team was unable to replace your headphones, and that communication on the reasoning may have been unclear.

  The reason for declining the claim is because the product was not purchased through an authorized reseller, but a cross-boarder shipping service. This negates the terms of the warranty policy as it is unknown where the product was actually obtained from and in what condition it was stored.

  These terms are outlined in the warranty policy (********************************************************). 

  If you are still in the **, please let us know, and we'll be happy to offer you a discount code towards a new purchase. 

• Initial Complaint

  Date:07/09/2024

  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.

  Upon placing my order *******, I realized that the headphones were advertised as Bluetooth-enabled for swimming. However, buried in fine print at the bottom of the webpage, it was disclosed that Bluetooth functionality does not work underwatera critical detail that was not transparently presented in the main marketing materials.Upon realizing this within an hour of placing my order, I promptly emailed customer service multiple times to cancel, I still have no response. I called first thing Monday morning upon their opening to be told it was "too late" due to a tracking number already being assigned.I escalated my concerns to a supervisor named ****. Despite the order not being shipped and merely being prepared for pickup, **** insisted that it could not be canceled once a tracking number was generated. As someone with experience in distribution management, I explained to Trev that canceling the order at this stage would prevent unnecessary costs associated with a returned product and would ensure customer satisfaction. However, he would not help.Given ****'s refusal to accommodate a reasonable request and rectify the situation, I informed him that I would be compelled to dispute the charge with my bank due to the company's misleading advertising practices. It is unacceptable to have nearly $200 tied up due to misleading information and to endure an unwarranted return process.I am deeply disappointed by ****'s lack of transparency and customer-centric approach. The misleading advertisements regarding Bluetooth functionality underwater not only misinformed me as a consumer but also led to unnecessary inconvenience and financial implications.I urge the Better Business Bureau to investigate this matter thoroughly and hold them accountable for their misleading advertising and poor customer service practices. Consumers deserve honesty and integrity in advertising, along with fair & reasonable customer service resolutions and prompt refunds when warranted.

  Business Response

  Date: 08/26/2024

  Hi ****,

  We're so sorry you were unable to determine from our OpenSwim product page that Bluetooth is not recommended underwater. While we do mention this multiple times throughout the page (see attached) we understand how this could be missed. We have shared your feedback with our website team and will continue to improve our messing with this product. 

  We also apologize that we were unable to cancel your order prior to shipment. Unfortunately we're only able to accommodate these requests until the item has been picked at our warehouse, which is approximately two hours after the order has been placed. 

  We reviewed your order, *******, and it appears to have been refunded on July 16. We have attached a screenshot of your refund. We apologize this product wasn't a good fit. 

  If you need anything further, please reach out to our Customer Happiness Team. 

   

• Initial Complaint

  Date:01/15/2024

  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.

  To: BBB. Org Subject: Unacceptable Delay and Lack of Communication Regarding SHOKZ Order #******* Sir or Maam,I am writing this letter with deep dissatisfaction and frustration regarding my recent purchase of three OpenRun Pro Mini earphones as Christmas gifts from Shokz.com. I placed the order on November 24, 2023, spending a total of $374.85. The order confirmation number is #*******.To date, I have not received the aforementioned order, despite numerous attempts to contact Shokz customer service through calls and emails. Each time, I have been given different excuses, ranging from the order being in process, pending my response, awaiting management feedback, or assurances that I would be informed of any developments. Unfortunately, I have not received any updates or resolutions from Shokz.I have been a customer of ***************************, and now Shokz, since 2018. As a member of the US Army stationed overseas with an APO AE address, I have never encountered any issues with previous orders shipped to this address. Notably, my last order with Shokz (order #******* on November 16, 2022) was received without any complications.Given the amount of money I have spent and the absence of any shipped products, I find this situation wholly unacceptable. I have always been a satisfied customer, but the lack of communication and delay in delivering my orders is causing significant dissatisfaction. Therefore, I am formally filing this complaint and insist on receiving my orders promptly, along with a clear explanation for the delay and the lack of communication.I appreciate your immediate attention to this matter and expect a swift resolution.Sincerely,Jun Pei ******************** or ******************** (preferred)

  Business Response

  Date: 10/30/2024

  Hi Jun Pei,

  Thanks for sharing your feedback with the Better Business Bureau. We understand you didn't receive the headphones you ordered during our holiday sale. This is not the experience we want any of our customers to have, so for that we are deeply sorry.

  If you're willing to grant it, we'd love the opportunity to make this right. Please let us know if you'd like us to send the headphones, or issue a refund. We're happy to help.