ComplaintsforSennheiser PRO

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the Sennheiser ******** **** Wireless 3 earbuds from **** *** on 05/28/22 for $249 - $170 BB Certificate. (receipt attached) In September 2023 both earbuds became un-responsive and wouldn't turn on or charge. I contacted Sennheiser support on 10/01/2023 and opened case number ************. Sennheiser Hearing responded on 10/04/2023 and told me to send my broken earbuds to ****** ******** ******* **** *** * ********** ***** *** **** ** ****** I opened RMA order ******** SR, RMA Reference Number ************ and paid $11.29 to ship the earbuds via ****. Tracking number ******************************. It was delivered on October 10 2023. After not hearing from ****** Consumer Hearing USA. I contacted Sennheiser Hearing asking about an update. They informed me that the earbuds had been received and I just needed to wait. On 11/04/2023 6:15pm I just happened to look outside my door and a package had been left. I never received any shipping confirmation or ***** tracking number. Just an invoice. (attached) Inside was a pair for Sennheiser ******** **** Wireless 3 earbuds in a sealed box. I opened the box and charged the earbuds for one hour. After one hour I checked both earbuds and noticed that the left earbud was unresponsive, did not light up and wouldn’t charge. This is the very same issue as the last Sennheiser ******** **** Wireless 3 earbuds. Also, It appears that this is a known defect and many other customers are having the same issue with their Sennheiser ******** **** Wireless 3 earbuds. I would like a $249 refund for the Sennheiser ******** **** Wireless 3 earbuds and $11.29 I wasted for **** shipping. I won't charge for the sales tax. Total is $260.29

  Business response

  11/15/2023

  Hello

  This complaint should be handled by the BBB in ***********, to which I will forward. 

  Thank you

  ****** Consumer Support

  Business response

  11/20/2023

  Dear BBB,
  
  Firstly, let me express our deepest apologies for any inconvenience Mr. ********** faced with our products. His satisfaction is of utmost importance to us, and we regret that his initial experience did not meet our high standards.
  
  We have already spoken with Mr. ********** to better understand the issues he encountered, and I want to assure you that we are taking immediate action to address the situation. As a demonstration of our commitment to customer satisfaction, we are arranging for a new product to be shipped to Mr. ********** immediately. 
  
  At ****** Consumer Hearing we take great pride in our customer service, and Mr. ********** feedback has highlighted areas where we can improve. We value his trust in our brand, and we are dedicated to making things right.
  
  Once again, we apologize for any delay or frustration Mr. ********** may have experienced. His feedback is invaluable to us, and we are grateful for the opportunity to rectify the situation. If there is anything else we can do to enhance his experience, please do not hesitate to let us know.
  
  Thank you for choosing ****** Consumer Hearing. We appreciate Mr. **********'s understanding and look forward to serving him better in the future.
  
  Best regards,
  
  David K**********
  Head of Customer Service, Americas
  ****** Consumer Hearing

   

  Customer response

  11/28/2023

  Sennheiser refused to refund and only offered another replacement unit. I have yet to receive it and verify it works. I've returned the defective unit to them via a pre paid label.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of momentum true wireless buds three years ago. It is my understanding around this time, the consumer division of Sennheiser Electronics was sold. The buds failed and it was fine to get ahold of someone and get a replacement processed in a few days. The replacement **** ******** 2 buds then failed in a similar way in a few months as well. This time, I could only get ahold of a service rep on a chat function, but it was still resolved in a reasonable amount of time. Now in a similar amount of time, the replacement **** ******** * buds died in a completely new way. This is how this encounter went: the chat function over three days of trying never had an available representative, There were no clearly labeled phone numbers, I submitted a service request and it took over a week to receive a pretty basic form email. This email listed a warranty link ( *********************************** ) which as you can try, is a dead link. There is no way forward. It is incredibly frustrating that even with improved replacements, the product failed in the same way. I was never deemed to be abusing the product, it was always clean and in good condition, but this multimillion-company cannot produce a pair of earbuds that last past the warranty. and now they cant even maintain a warranty page.

  Business response

  11/15/2023

  Hello

  This complaint should be handled via the BBB in Connecticut.  

   

  Thank you

  ****** Consumer Support

  Customer response

  11/16/2023

  Sennheiser did respond eventually, and I managed to get them to agree to an alternative replacement given this product line was on its third failed pair. I still think it is Important to try to hold them accountable for the faulty products and poor handling of customer service, their chat function never has an available agent, they shouldn't be sending out emails with dead links, and should be a lot quicker on email responses given that is the only method to contact them.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******* microphone *** ** ** on November 11/11/21. The product offers a 2 year warranty, Sennheiser offers repair and has the main center for repairs on the microphone. I sent the product back to the company in September, as it had to be clean and moisture was in the product. They returned the product with no statement, as says the capsule is clean. this happened again in March 2023. The product was sent back with the same solution, product was clean, I sent the product in September 2023. The repair center sends me a bill of $900. Product has a warranty until the end of November 2023. They said the product capsule was changed twice with notes on how to use, and this time I need to pay, No notes were sent to me regarding the capsule being changed and the notes, I provide the proof with the bill & the notes that I have. The company has not responded and are not fixing or repairing the microphone that is still under warranty.

  Business response

  11/06/2023

  Hi Maureen,

   

  This is a Sennheiser Pro complaint.  Can you please remove it from our file and add it to theirs.  Sara B***** handles these for Pro.  

   

  Thanks,
  David K**********

  Business response

  11/06/2023

  Hi Maureen,

   

  This is a Sennheiser Pro complaint.  Can you please remove it from our file and add it to theirs.  Sara B***** handles these for Pro.  

   

  Thanks,
  David K**********

  Business response

  11/15/2023

  Hello

  This complaint is to be handled by the Sennheiser Pro team. Please forward to BBB in Connecticut. 

  Thank you

  ****** Consumer Support

  Business response

  11/15/2023

  Hello

  This complaint is to be handled by the Sennheiser Pro team. Please forward to BBB in Connecticut. 

  Thank you

  ****** Consumer Support

  Business response

  11/17/2023

  Hello BBB,

   

  This is a Sennheiser Pro inquiry.  Can you please forward to the account that is handled by Sennheiser Pro, contact Sarah B******

   

  Thank you,

  David K**********

  Business response

  11/17/2023

  Hello BBB,

   

  This is a Sennheiser Pro inquiry.  Can you please forward to the account that is handled by Sennheiser Pro, contact Sarah B******

   

  Thank you,

  David K**********

  Business response

  01/17/2024

  This was resolved with the customer.  We have repaired his item under warranty and advised the warranty.  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i have ordered 2 soundbars from them, order number **************. i have called the customer service to return them to sender while its shipping to me. they were able to do one of then returned to sender and they have given me refund after2 weeks, then they said if you want to return your other product you have to get your own label. i did and shipped to them with the tracking number ******************, i have been calling them and telling them i returned the device to them and arrived to them on aug 17. i have contacted many times to let them know and i still cant get any help. there is no chat or phone number to talk to anyone. no-one answers emails or twitter. i cant get my money back for something i returned and its been 20 days+ since it WAS delivered to them

  Business response

  09/13/2023

  Dear BBB,

   

  We have confirmed that the customer has been refunded today for their entire purchase, $3,999.90.  The customer should see the additional refund within the next few days.  If you have any questions, please contact me directly.

   

  Sincerely,

  David K**********

  Business response

  09/13/2023

  Dear BBB,
  
  We have confirmed that the customer has been refunded today for their entire purchase, $3,999.90.  The customer should see the additional refund within the next few days.  If you have any questions, please contact me directly.
  
  Sincerely,
  David K**********

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase ***** Soundbar Plus from Sennheiser. I didnt like it so I returned the product. Its over 2 weeks since the item is delivered to their warehouse but they havent issued the refund. They sent an email as well confirming the receipt of the product. In the email, they said I will get the refund within 3-5 days but nothing happened. Order Information Order # ************** Order date 13 August 2023

  Business response

  09/18/2023

  Dear BBB,

   

  This customer is currently under investigation by our company and *** for possible fraud.  The tracking number associated with the return appears to have been altered.  *** is currently looking into this and until further notice, we will not be issuing the customer a refund.  If you have any questions, please contact me directly.

  Sincerely,

  David K**********

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: this business is trying to fraud me and finding reasons to not refund me. I am not sure what they meant by altered tracking number. The business accepted that they received the item but still refusing to refund the money. 
  
  Sincerely,
  
  *** ****

  Business response

  09/19/2023

  Dear BBB,

  The customer states:  "The business accepted that they received the item but still refusing to refund the money." which as we explained is not the case.  We did not receive the returned item.  *** has verified that the tracking number the customer claims was used for the return was not delivered to our warehouse.  They are currently investigating and have stated that the tracking number appears to have been altered and *** never received the return to deliver.  Once the investigation is complete, we will provide further information.  But we stand firm that we will not issue a refund until the product is received at our warehouse.

  If you have any questions, please let me know.

  Sincerely,

  David K**********

   

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased order ************** on 7/10/2023. Upon receiving the tracking information, I realized that the package would be signature required, and I would be out of town during that week. When I returned the following week, I had received a few ***** delivery notices notating the signature requirement and when I checked the tracking, one package had already been returned to sender while they delivered the other the next day. I immediately contacted Sennheiser to request a refund, and not once, not twice, but after four contacts and 4 weeks later did they finally resolve my issue and refund me for the returned to sender packages. I was left with the soundbar, and after experiencing the atrocious customer service quality and lack of communication, decided to return the remaining soundbar. The return has since been delivered on 8/11, more than 3 weeks ago, and I still not have received any resolution or further communication from Sennheiser. I have been purchasing high-end equipment for years now and this has been the most frustrating experience I have had with any company. This is ridiculous - I should not have to contact support a dozen times for a simple resolution.

  Business response

  09/13/2023

  Dear BBB,

  The customer attempted 3 separate orders with unusual quantities, please see full order history attached
  The customer’s shipping address changed in his second order (Order2)
  The customer’s return tracking ‘Proof of Delivery’ via the *** label we issued shows as being received by *** which suggests it was manipulated and rerouted to an ****** fulfillment center or ****** affiliate, which is expressly against our purchase T&C’s.

  *** tracking indicates that the return merchandise was not delivered to ***** **** **** ******** ******** ** ***** - our only authorized US returns address, which is the pre-printed address on the label we provided to the customer. It is not typical for parcels with return service labels to be delivered to an address other than what is pre-populated on the label we provided.
  
  Unfortunately, because the item has not been returned to our US returns processing center and is not in our possession, we cannot provide the customer with a full refund at this time and the customer's account has been temporarily restricted from making additional purchases.
  
  If we do not receive the merchandise claimed in the customer's RMA within 7 business days, we may be required to take further action on their account. Otherwise, we are more than happy to refund to your original payment method once we receive the merchandise in its original packaging, matching the serial number recorded.

  Sincerely,

  David K**********

   

   

  Business response

  09/13/2023

  Dear BBB,

  The customer attempted 3 separate orders with unusual quantities, please see full order history attached
  The customer’s shipping address changed in his second order (Order2)
  The customer’s return tracking ‘Proof of Delivery’ via the *** label we issued shows as being received by *** which suggests it was manipulated and rerouted to an ****** fulfillment center or ****** affiliate, which is expressly against our purchase T&C’s.

  *** tracking indicates that the return merchandise was not delivered to ***** **** **** ******** ******** ** ***** - our only authorized US returns address, which is the pre-printed address on the label we provided to the customer. It is not typical for parcels with return service labels to be delivered to an address other than what is pre-populated on the label we provided.
  
  Unfortunately, because the item has not been returned to our US returns processing center and is not in our possession, we cannot provide the customer with a full refund at this time and the customer's account has been temporarily restricted from making additional purchases.
  
  If we do not receive the merchandise claimed in the customer's RMA within 7 business days, we may be required to take further action on their account. Otherwise, we are more than happy to refund to your original payment method once we receive the merchandise in its original packaging, matching the serial number recorded.

  Sincerely,

  David K**********

   

   

  Business response

  09/13/2023

  Date Sent: 9/13/2023 1:15:35 PM
  

  Dear BBB,

  The customer attempted 3 separate orders with unusual quantities, please see full order history attached
  The customer’s shipping address changed in his second order (Order2)
  The customer’s return tracking ‘Proof of Delivery’ via the *** label we issued shows as being received by *** which suggests it was manipulated and rerouted to an ****** fulfillment center or ****** affiliate, which is expressly against our purchase T&C’s.

  *** tracking indicates that the return merchandise was not delivered to ***** **** **** ******** ******** ** ***** - our only authorized US returns address, which is the pre-printed address on the label we provided to the customer. It is not typical for parcels with return service labels to be delivered to an address other than what is pre-populated on the label we provided.
  
  Unfortunately, because the item has not been returned to our US returns processing center and is not in our possession, we cannot provide the customer with a full refund at this time and the customer's account has been temporarily restricted from making additional purchases.
  
  If we do not receive the merchandise claimed in the customer's RMA within 7 business days, we may be required to take further action on their account. Otherwise, we are more than happy to refund to your original payment method once we receive the merchandise in its original packaging, matching the serial number recorded.

  Sincerely,

  David K**********

  Business response

  09/13/2023

  Date Sent: 9/13/2023 1:15:35 PM
  

  Dear BBB,

  The customer attempted 3 separate orders with unusual quantities, please see full order history attached
  The customer’s shipping address changed in his second order (Order2)
  The customer’s return tracking ‘Proof of Delivery’ via the *** label we issued shows as being received by *** which suggests it was manipulated and rerouted to an ****** fulfillment center or ****** affiliate, which is expressly against our purchase T&C’s.

  *** tracking indicates that the return merchandise was not delivered to ***** **** **** ******** ******** ** ***** - our only authorized US returns address, which is the pre-printed address on the label we provided to the customer. It is not typical for parcels with return service labels to be delivered to an address other than what is pre-populated on the label we provided.
  
  Unfortunately, because the item has not been returned to our US returns processing center and is not in our possession, we cannot provide the customer with a full refund at this time and the customer's account has been temporarily restricted from making additional purchases.
  
  If we do not receive the merchandise claimed in the customer's RMA within 7 business days, we may be required to take further action on their account. Otherwise, we are more than happy to refund to your original payment method once we receive the merchandise in its original packaging, matching the serial number recorded.

  Sincerely,

  David K**********

  Customer response

  09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The return was returned to sender because of the incorrect address. I have dropped off the unit at the *** store yesterday, and it is scheduled for delivery tomorrow. Attached is the drop-off receipt, please let me know once warehouse has received and RMA approved. 

  
  Sincerely,
  
  ***** *i

  Customer response

  09/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The return was returned to sender because of the incorrect address. I have dropped off the unit at the *** store yesterday, and it is scheduled for delivery tomorrow. Attached is the drop-off receipt, please let me know once warehouse has received and RMA approved. 

  
  Sincerely,
  
  ***** *i

  Business response

  09/14/2023

  Dear BBB,
  
  We appreciate that Mr. ** does not accept our response, but it should be noted that Mr. ** also completely contradicts himself in his original complaint vs. what his rejection states.  This shows even further that Mr. ** is attempting to defraud our company and we will likely pursue a criminal complaint against him.  This activity is tantamount in his state to Petty Theft, and on a Federal Level, Mail Fraud which is a felony with fines of up to $250,000 and up to 20 years of imprisonment.
  

  In Mr. ***s original complaint, he stated he returned the soundbar at we received it on August 11.  His exact statement:
  “The return has since been delivered on 8/11, more than 3 weeks ago, and I still not have received any resolution or further communication from Sennheiser. “
  

  Now in his latest response, he confirms he has the soundbar and it has been dropped off at a *** facility.  His exact statement:
  “I have dropped off the unit at the *** store yesterday, and it is scheduled for delivery tomorrow. Attached is the drop-off receipt, please let me know once warehouse has received and RMA approved. “
  

  We have provided our return processing team to be on the lookout for Mr. **** return.  Once the product is thoroughly inspected and verified that it is the original Sennheiser product in its original packaging, matching the serial number recorded at the time of shipment, we will process a refund of the purchase price and he will receive a refund.  

  Business response

  09/14/2023

  Dear BBB,
  
  We appreciate that Mr. ** does not accept our response, but it should be noted that Mr. ** also completely contradicts himself in his original complaint vs. what his rejection states.  This shows even further that Mr. ** is attempting to defraud our company and we will likely pursue a criminal complaint against him.  This activity is tantamount in his state to Petty Theft, and on a Federal Level, Mail Fraud which is a felony with fines of up to $250,000 and up to 20 years of imprisonment.
  

  In Mr. ***s original complaint, he stated he returned the soundbar at we received it on August 11.  His exact statement:
  “The return has since been delivered on 8/11, more than 3 weeks ago, and I still not have received any resolution or further communication from Sennheiser. “
  

  Now in his latest response, he confirms he has the soundbar and it has been dropped off at a *** facility.  His exact statement:
  “I have dropped off the unit at the *** store yesterday, and it is scheduled for delivery tomorrow. Attached is the drop-off receipt, please let me know once warehouse has received and RMA approved. “
  

  We have provided our return processing team to be on the lookout for Mr. **** return.  Once the product is thoroughly inspected and verified that it is the original Sennheiser product in its original packaging, matching the serial number recorded at the time of shipment, we will process a refund of the purchase price and he will receive a refund.  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec 26, 2022: bought an in-ear headphone, model *****, on ****** for $699.95 + tax. Sold by ******. 2-yr warranty. Apr 16, 2023: opened a warranty support case because of one the earphones stopped working. RMA ******** SR, Ref ************. May 27, 2023: I received a package with a "replacement" product. All packaging corresponds to an *****, but it had a pair of what it looks like ***** or *****, which cost less than half the ***** I purchased. The outer packaging was intact. No signs of tampering during shipping. This initiates a back and forth with customer service asking every time for additional pictures. July 10, 2023: customer service asks to create a new RMA to send back the product I got. July 22, 2023: created the new RMA and sent back the product (RMA******** SR, Ref ************). Clearly mentioned in the RMA description the issue, and referenced the original RMA number. Aug 7, 2023: I received the wrong product again. It looks like the person handling this package did not care to read the RMA comments. Returned saying that I did not provide proof of purchase and that the product was incorrect. Interestingly though, the package was changed. It has been impossible to reach this company via telephone. At this point they have failed to honor their warranty.

  Customer response

  08/15/2023

  The vendor finally sent me a replacement ***** as expected. I'll be returning the wrong product back.

  The complaint is now settled.

  Thank you for your assistance.

  Business response

  08/15/2023

  Dear BBB,

  We sent the customer a new pair of ** ***s that should have been received.  The tracking number is ************.  We also provided the customer a prepaid label to ship back the product that was sent in error.  We apologize for any inconvenience this may have caused.  If you have any questions, please contact me directly.

   

  Sincerely,

  David K**********

   

  Customer response

  08/16/2023

  
  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.
  

  The vendor finally sent me a replacement ***** as expected. I'll be returning the wrong product back.

  The complaint is now settled.

  Thank you for your assistance.

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order ************** and they sent it with signature required and I was not at home to sign it and it was returned to sender. They will not refund me even though the order was never delivered. They keep saying it will be refunded by end of the day when I call.

  Business response

  08/04/2023

  Dear BBB,

   

  We apologize for the delay in processing this customer's request.  The item had to be located in the warehouse before a refund could be processed.  We have located the item and I can confirm that a full refund in the amount of $ 1925.95 was issued to the customer on August 3, 2023.  If you have any questions, please contact me directly.

   

  Sincerely,

  David K**********

  Head of Customer Service, Americas

  Customer response

  08/07/2023

  
  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

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Senhheiser's ******** 4 Series wireless headphones for $300 and found the item to be completely deffective. Within 3-4 months of minimal use, the headphones have completely stopped working. They will not turn on. Sennheiser has made it as difficult as possible for me to notify them of the defect -- I called their customer service line at 1pm on a Monday and was told by an automated message "You are calling outside of our regular business hours, which are 9am-5pm Monday-Friday. Goodbye." After navigating through their website to find a customer support feature, it has been almost a week since I contacted them and I have not heard back from anyone. I looked at Amazon reviews and found a shocking number of people have had this issue with Sennheiser. They seem to be knowingly selling a defective product with an insane pricetag, and are making it as difficult as possible for customers to get their money back or a replacement pair.

  Business response

  06/29/2023

  This is a complaint for Sennheiser. The ******** headphones indicated are not a product that ****** makes or services in any way. Please make forward this complaint to Sennheiser.

  ** *******

  Business response

  07/12/2023

  Dear BBB,

  We have reached out to the customer and provided them with instructions on how to return the item for a warranty claim.  Our records indicate that the customer has indeed started the warranty claim.  Once we receive his product back, we will quickly ship out a replacement.

  If you have any questions, please do not hesitate to contact me directly.

  Sincerely,

  David Korbusieski

   

   

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pair of ** *** earbuds from the Sennheiser website on May 31 2023 for $966 CAD. Aside from an issue with my email being wrong and not getting a hold of someone to update it, I got the earbuds on June 5. On June 15 I see the same pair are on sale for $629.95 CAD. I asked for a price match and I was first told they had no record of my purchase. After I sent them screenshots of my confirmation, I was then told that a price match can only be made 24 hours after purchase. Most places have a 30 day price match but I guess Sennheiser is different. This is a significant price difference and if I could return them I would in order to get that price. Although the product is good, the customer service and retention is lacking and from now I may stay away from their site and products. Very disappointed.

  Business response

  07/05/2023

  Dear BBB,

  Our company will normally honor a sales price within 24 hours of purchase.  This customer was outside of that time frame but as a one time courtesy we have refunded the customer the difference in price.  

  If you have any questions, please do not hesitate to contact me directly.

   

  Sincerely,

  David K**********  

   

  Customer response

  07/06/2023

  
  Better Business Bureau:
  
  Although a 24 hour window for a price match is not customer friendly, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

*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. ↩