Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/07/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello I placed order ************** online. They sent me a tracking saying the order was delivered. But I still have not received my product. I am trying to call them to find out where they delivered it. There is no phone number, no chat option and no contact option for this company. Please ask them to resolve issue immediately to avoid further escalation. They also need to add a good contact number to their online website. This is not right! ThanksBusiness response
10/07/2022
We have contacted the customer to inform them that their product is being held at the *** ** facility because they were not able to deliver it. We provided the customer with the contact information for the *** ** facility and the customer should make arrangements with *** ** to arrange delivery or pick up. If the customer has any further issues, please let us know.
Sincerely,
David K**********
Manager, Customer Service, Americas
Customer response
10/07/2022
Complaint: ********
I am rejecting this response because:
Hello, i contacted Fedex and confirmed the information provided by Sennheiser is incorrect. They asked that the merchant contacts them to file a claim. I will close the claim as soon as I have a resolution on this case. Thanks
Sincerely,
**** *****Business response
10/21/2022
We have sent the customer a replacement product. If you have any further questions, please let me know.Customer response
10/25/2022
Complaint: ********
I am rejecting this response because: Hello, the business dod mot coordinate with me, There is no phone number on their website to be contacted. I let them know earlier that the order was a gift that I needed weeks ago. I have since then moved to a new residence and no longer residing at the same address. The business never contacted me back or confirmed with me the reshipment address. Please ask them to cancel the order and refund me in full for the lost package. Send me a copy of the refund receipt and I can close out this case. Otherwise I will have the case escalated immediately through my bank and FTC. Thanks
Sincerely,
**** *****Initial Complaint
08/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a pair of Momentum True Wireless 2 earbuds from Sennheiser’s online shop for a total price of $235.35 after tax and shipping. I filed a claim with *** on 6/28/2022 and have been waiting for Sennheiser to respond to them for over a month. Date of transaction: 6/26/2022 Order number: **************Business response
08/29/2022
Dear BBB,
We have been in contact with the customer and we have provided them with a replacement product. Our records show the item was delivered on August 22, 2022. The tracking number through *** is ******************. Please let us know if you have any additional questions.
Sincerely,
David K**********
Manager, Customer Care Operations, Americas
Initial Complaint
05/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
order ************** placed an order on their website. never received any confirmation or my shipment. my card has been charged and i have tried to contact the business numerous times withour a response. please urge them to resolve the issue immediately or there will be further escalation thanksBusiness response
05/18/2022
Our records show that both orders were delivered by ***. Since the customer claims they never received the items, we have issued the following full refunds:
On 5/9/22 a refund of $284.95 was issued back to the consumers credit card
On 5/18/22 a refund of $231.95 was issued back to the consumers credit card
If you have any questions, please let me know.
Sincerely,
David K**********
Regional Customer Service Manager, Americas
Customer response
05/23/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *****i have not received any refunds, please kindly provide the bank statement from the busienss showing the refund so i can submit that to my bamk. Thanks
Business response
05/27/2022
I have a confirmed that both refunds have been issued. The customer should receive the refunds within 5 business days.
A refund of $284.95 was issued back to the consumers credit card
A refund of $231.95 was issued back to the consumers credit card
If you have any questions, please let me know.
Sincerely,
David K**********
Regional Customer Service Manager, AmericasCustomer response
05/27/2022
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,
****** *****issue was resolved, by Mrs. Mary. Thanks
Initial Complaint
04/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased earbuds (CX True Wireless Black) on 11/30/21 as a Christmas present. Order #*********4139 for $109.10. On March 2 they quit working and I emailed the company. I received an automatic response giving me a ticket #C###-###-####. On March 16th, I reached back out stating that I have not gotten a response. I sent another email on March 22nd. I filed another complaint on March 25th and received an auto response with a ticket #C###-###-####. I have yet to receive a response. I want a refund of $109.10.Business response
04/12/2022
Good Day,
The customer was issued a refund on 4/1.
Regards,
Customer Services
Customer response
04/13/2022
Complaint: ********
I am rejecting this response because:I have not seen any information, check in the mail, or refund on any of my accounts as of 4/13/2022.
Sincerely,
****** ****************Business response
05/06/2022
This order has been credited, please see attached. This order was processed through a merchant we no longer utilize so the original refund was not processed. The refund is issued now and the customer should see it with 5 business days.
Best Regards,
David K**********
Customer response
05/09/2022
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
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased Sennheiser headphone in 2020 June, it broke in 2021, one side of the headphone does not have sound sometimes, the warranty is 2 years so I requested warranty repair on their website in 2021. I mailed the headphone to them and they told me they will give me a new headphone. But after 2 months they actually mailed me the old broken phone and do not reply to my email anymore. I paid $436 for this headphone with the 2 year warranty and half of the warranty time it is broken and they would not even reply to me!!Business response
04/12/2022
Good Day,
We sent a new unit to the customer on 4/3.
Regards,
Customer Services
Customer response
04/18/2022
Complaint: ********
I am rejecting this response because: Is there a tracking number? Where did you send the new unit, I don’t think I have given you the address? Please check with me first on the correct address and give a tracking number for where it is
Sincerely,
***** ***Initial Complaint
03/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
A month ago CX true wireless earbuds were purchased. As of today they don't work on any call. All manuals and blogs were reviewed to repair the issue with no avail. Attempted to make outreach four times on chat with no agent available and no hours of operation listed. No form option either. The phone number listed is no connected and under the platform on the app for this product they list no live help. Only help on the more expensive products. This is leaving me with no option for assistance which is what I am seeking. These were purchased solely for calls due to hearing issues and now are useless.Business response
04/12/2022
Good Day,
The customer was sent a new pair on 4/3.
Regards,
Customer Services
Initial Complaint
01/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of transaction: 12/25 Amount: $45.96 Item: Sennheiser Over the Ear Wireless Noise Canceling Headphones HD ***** Refurbished Order: ************** Issue: Order never shipped. I have contacted Sennheiser outlet official through messaging and phone. No answer on messaging. Phone will not help provide the contact information to figure out why items are not being shipped. The only option is to refund which is insane when they're now listed for $199.99.Business response
02/08/2022
Good Day,
Please be advised the consumer division of Sennheiser has been acquired by Sonova. Please communicate directly with them regarding escalation handling.
*********************************
Thank you,
Sennheiser Pro Customer Services
Customer response
02/08/2022
Complaint: ********
I am rejecting this response because:It's being sold under your company as the official not some holding company in ***********. This is a joke, right?
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
1 Enterprise Dr
Old Lyme, CT 06371-1568
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
39 total complaints in the last 3 years.
1 complaints closed in the last 12 months.