Complaints

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

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  Denon

  5541 Fermi Ct Carlsbad, CA 92008-7348

• 

  Denon

  5541 Fermi Court Carlsbad, CA 92008

• 

  Denon

  Atlanta, GA 30305-2305

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:07/05/2023

  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.

  Unusable Receiver. Purchased a AVR-S760H unit via ******* It does not operate on our TV but think I think it is a problem with the operation guide. 3 calls latter they said replace *****, we did still, doesn't work they said remove the receiver and get a replacement at ******* They also said they would ********** tv operating instruction to remedy the problem via email, they never did. They don't supply operating instructions, you have to down load them. 279 color pages later did not work, two people with their masters could not follow them. I don't want to disassemble, drive down to ******* stand in line, reinstall only to find out it was something else. Send me a new receiver and I will send the old one back and the proper instruction for use on TV that work.

  Business Response

  Date: 07/06/2023

  Hi ****, 

  We no longer manufacture paper manuals for the models as that is both a drain on the environment and an added cost for **. Instead, we offer all manuals online in the form of a web manual. You can also download a *** version of the manual if that's more convenient for you. The *** download is embedded in the web manual. ***************************************************************
  
  Regarding your issue, please provide more detail on the type of problem you're having and we can see if it's something that can be corrected without having to exchange the unit. Please respond using our internal email ticket 230703-000114. 
  
  Thanks, 
  ****
  Denon North America 

  Customer Answer

  Date: 07/26/2023

  We returned the unit to ****** and received a full refund. After this complaint we spent several days with customer service and determined the unit was bad. The procedure to return the unit for service was unacceptable. I would not recommend this unit to anyone

  Business Response

  Date: 07/31/2023

  Hi ****, 

  We're very sorry that the unit had an issue and did not live up to your expectations. We see that you contacted us on July 11 (Case # ******-000125) to explain the issue. Per our agent's notes, any troubleshooting was refused and you stated you would return the unit to ******. We apologize for any confusion and hope that you will give Denon another try in the future. 

   

  Thanks, 

  Denon North America 

  Customer Answer

  Date: 08/03/2023

  Their response is not exactly true. Did not refuse any further trouble shooting until  after  7 unsuccessful attempts.with them.

• Initial Complaint

  Date:06/12/2023

  Type:Product 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.

  On June 5, 2023, I purchased the Denon x1700h receiver.The product page for that item lists an **** cable and 100ft of Speaker Wire as two included accessories. On June 8, I received only the receiver and not the two included accessories.Denon did not ship those two items to me and is refusing to remedy this situation. They have agreed to ship the **** cable (yet to receive a shipping confirmation) but they have stated they will not ship the 100ft of Speaker Wire. I paid to Denon a total of $515.54. To procure the same speaker wire I paid to Denon on my own would cost $198.64 (taxes included).I am seeking either a shipment of the speaker wire for which I already paid or a refund in the amount stated above to purchase said speaker wire on my own.I included two attachments: (1) A printout of my email conversation history with Denon support. This is a follow-up from the phone conversation I had with the same agent.(2) A printed page of the website for the item I purchased showing the **** cable and the 100ft of Speaker Wire as included accessories on page 3.

  Business Response

  Date: 06/14/2023

  Hi ****, 

  This is **** from Denon Corporate. I emailed you this morning and we offered you a partial refund of your purchase equal to the value of the speaker cable. You accepted that offer and stated that you would contact the BBB to cancel the complaint. 

  If you need any further assistance, please contact me using email ticket # 230609-001192. 

  Thanks, 

  *********;

  Denon North America

  Customer Answer

  Date: 06/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair 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.

  The video input on my audio receiver went out. I called Denon and they agreed it needed to be repaired. Denon provided the shipping label and box in which I shipped it to one of their service center at *************. The receiver was received the week of 3/13/23. ************* told me around 4/7/19 that Denon did not have any parts in stock so a replacement receiver would be sent out. Since then nothing has happened. I spoke to ************* 4/28/23 in which they said Denon did not have any replacements in stock. I called Denon the same day and they did not have an answer. I was told I would get a response from a manager but nothing has come back. I have called Denon every week since 4/7/23 and never get a resolution. They tell me that customer support does not know what the warranty department is doing. Customer support says they have no way of contacting the warranty department.

  Business Response

  Date: 05/02/2023

  Hi ******,
  
  We are sorry for the delay and confusion. We decided to send you a newer model X3800H-R instead of waiting for another X3700H-R to come into inventory. A customer service agent should be contacting you today to notify you and to answer any questions you may have. Please continue to use ticket number 230310-000369 for any correspondence pertaining to this case.

  
  Thanks,
  Denon North America
  Masimo Consumer

  Customer Answer

  Date: 05/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/26/2023

  Type:Product 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.

  purchased receiver on 3/7, Order # ****** for $1499+$40 shipping+tax-total $1671.74. Received on 3/8. unit was defective out of the box. Wouldn't turn on. Called tech support right away. they confirmed unit was bad. Return for full refund. Denon rep ****** (case #******-000697) set up return with ***** Tracking #************ and assured me I would receive a full refund. They received the return on 3/13. On 3/25, I received on a partial refund of $1628.29. (the price of the unit plus tax). They didn't refund the $40 shipping charge plus tax totaling $43.45. It's not my fault that I received a defective unit from them. It's their fault and their issue, not mine. I shouldn't have to pay for shipping on a broken unit. I want the shipping charge with tax totaling $43.45 refunded back to my credit card.

  Business Response

  Date: 03/28/2023

  Hello BBB,

  
  We state on Denon.com that Denon will not refund any shipping charges (e.g., overnight shipping charges) incurred by the customer. Since **** received a defective unit and did not want us to process a replacement, we told him we would refund the shipping cost. This is done separate from the return of his unit. He was credited on March 23rd, 2023, in the amount of $1628.29 but **** was expecting the shipping fee would be included in this. We apologize for any confusion and for not clearly mentioning the shipping refund would be processed separately. The shipping fee of $43.45 has now been credited and **** has been fully refunded.
  
  Thank you,
  Denon

  Customer Answer

  Date: 03/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:02/23/2023

  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.

  Im ordered a receiver from the company (order ******). However their choice for shipping through ***** was horrible and they would not hold the package or deliver on a Saturday. Because I work long hours and wouldnt be home to accept the delivery, I requested the order be cancelled and returned to the shipper. ***** has been sitting on the package as the delivery attempts were made and now theyre waiting on approval from Denon to send the package back to them. The customer service number offers no help as I get what appears to be a scripted response. The same person **** keeps giving me the runaround.

  Business Response

  Date: 02/24/2023

  Hi ********, 

  We're very sorry for the miscommunication with ***** regarding the delivery. The package is currently in transit back to our warehouse and should arrive within a few days. Once it is scanned in, the refund process will initiate and your card will be refunded the full amount paid.  

  If you have any further questions regarding this process, please feel free to contact our Direct to Consumer Sales team by calling ************. The team is available Mon-Fri, 9 AM to 9 PM ET and on Sat from 10 AM to 6 PM ET. 

  Thanks, 

  Denon North ******* 

  Customer Answer

  Date: 02/24/2023

  while Im happy to finally have the something done with the package to get it returned, it is not solely an issue with ****** Denon customer service is horrible and the shipping you use is so restricted that it forces the consumer to stay home from work or pay extra to ***** to get it delivered. 

  Business Response

  Date: 03/01/2023

  Hi ********, 

  
  I completely understand and were very sorry for the inconvenience and poor experience.We use ***** Ground to ship all packages and we require a signature as weve had some shipping discrepancies in the past. This has become standard practice. In the event that youre not at home when the package is out for delivery, your local ***** hub will allow you to pick up the package during their normal operating hours.
  
  If you have any further questions or concerns, please feel free to contact our Direct to Consumer Sales team by calling ************. The team is available Mon-Fri, 9 AM to 9 PM ET and on Sat from 10 AM to 6 PM ET. 

  
  Thanks, 
  Denon North ******* 

  Customer Answer

  Date: 03/07/2023

  the information provided by the business is factually incorrect. Based on shipping restrictions set by Denon, the package cannot be held at a ***** location. ***** will attempt to delivery 3 times and then return the package to the sender. However, as in this case, the package was stuck in limbo at a Fed Ex location as after the third delivery attempt, they needed Denon to authorize the return. Multiple calls to Denon customer service could not get this resolved. Additionally, regardless of whether you use ***** Ground, you do not allow for weekend delivery when people with jobs are home. The average person isnt home between 9am - 1pm or 10am -2pm

• Initial Complaint

  Date:01/05/2023

  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 a Denon receiver in 2021. In October 2022 it stopped working properly. I called Denon customer service and they helped me restore partial operation but there was still an issue with the receiver not playing audio returned to it from the ** through the ARC system. Denon suggested I contact the ** manufacturer, which I did but they were not able to resolve the issue. The receiver then also began displaying other issues such as the sound cutting out when switching between sources or changing channels on the cable box. I paid Best Buy's Geek Squad to try troubleshooting the system (they had originally installed it). They were unable to fix the issue and suggested I contact Denon for warranty repair/replacement. I contacted Denon and went through over the phone troubleshooting steps again before they had me send the receiver to a 3rd party repair shop for warranty repairs. There were repeated issues with Denon and the repair facility not talking to each other and I had to re-provide all information. Every time I called one of those parties they would tell me to contact the other, and that one would then tell me to go contact the other. Eventually when the repair facility tested it they could not reproduce the issue, sent the receiver back, and told me to contact Denon about a replacement. Denon told me that was not the process and they would have their escalation team contact the repair shop. A few days later I called the repair shop and they had never heard from Denon. I contacted Denon several more times and the process has stalled at them wanting me to go through the laborious task of reinstalling the receiver to try troubleshooting it over the phone again. We already went through that process at the beginning and I had even paid Best Buy to try troubleshooting it. There is no point in doing it again. They need to just replace the receiver instead of dragging out the process by insisting we waste time repeating steps. Denon incident number 221106-000199

  Business Response

  Date: 01/06/2023

  Hello BBB, 

  A response has been sent to the customer under our internal ticket, *************. I made ******************** aware of what's most likely causing his current issues, gave him testing to try and asked him to let me know the results of the testing. If the testing shows that the product is faulty, then I will gladly authorize a replacement be sent under warranty. To note, the unit in question was sent to one of our top authorized service facilities and no faults were found. 

  Thanks, 

  *********;
  Denon NA 

• Initial Complaint

  Date:09/22/2022

  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 a denon av receiver #avr-x3700h on april 17th, shortly after purchase, within 60 days, the unit stopped functioning. I could no longer get a picture on the screen, I believe the **** board has gone bad. I called Denon for support on june 14th, and was told that the unit was bad, and that I should send it in for service, at my own expense. It didn't seem right to me that the unit had broken within 60 days, and very minimal use, I would consider this unit to be dead on arrival considering the circumstances. Just yesterday on Sept. 21st I figured I should do something further with the unit, so I called Denon again hoping for further advice (ticket no. 220922-000149) Again I was told to send in for service, my main problem this whole time is that I don't have a box adequate to ship this item, so I asked, and this time they suggested buying a box for $27. I agreed to buy the $27 box, he said with shipping the box is $29, i said fine, he said with fees the box is actually $31, I said fine, then he said with taxes the box is actually $34, again I agreed, what an unprofessional way to sell a shipping box. Anyhow, when I went on Denon's own website, they advertise refunds within 60 days of purchase, I realized this unit failed within 60 days of purchase (bought directly from amazon, a Denon Authorized Dealer) and that the very first person I spoke with could have just refunded me my purchase this whole time. I believe that Denon does not want to stand behind their products, and that they do not honor their own warranty claims.

  Business Response

  Date: 09/22/2022

  Hi *********,
  
  Were very sorry that your X3700H is not working properly.Were confident that the Denon authorized service facility you send it to will figure out the issue, have it corrected and back to you in no time.
  
  In this case, the agent did the correct thing after troubleshooting with you on CS ticket 220615-000343. Given that you purchased the unit from Amazon directly, you would have needed to follow Amazons return/exchange policy. This is different from the 60 day Denon return/exchange policy, as that policy is reserved for customers that purchase product directly from our website. If the unit was outside of Amazons return/exchange policy,then the 3 year Denon limited warranty is enforced, and the unit would need to be evaluated under warranty by one of our authorized service facilities. The Denon limited warranty includes coverage for the diagnostic, labor and any parts used for the repair. We also cover the return shipping once the repair is complete. The warranty does not cover getting the unit into service or any packaging needed to ship the unit to the service center. This is why you were charged for a box with packaging inserts that protect the unit from shipping damage.
  
  I see a box was just ordered for you today, so please allow 3-5 days for delivery. In the meantime, we recommend that you contact one of our authorized service facilities to get the ball rolling on the repair. They will ask you for your info and then be able to generate a service ticket for you. They will also request a copy of your Amazon purchase receipt in order to verify the warranty, so please make sure you have that handy.
  
  Again, were very sorry that your X3700H is experiencing an issue and we hope that you get it back quickly so that you can continue to enjoy it.
  
  Thanks,
  ****
  Denon North America

  Customer Answer

  Date: 09/22/2022

  https://www.denon.com/en-us/support/return-policy

   

  it is not clear, that is not what is stated on your website. The unit was purchased at a authorized denon retailer. Your company is scamming me.

  Business Response

  Date: 09/23/2022

  Hi *********, 

  The 60 day Return Policy is for any Denon product purchased directly on our site. Your retailer (Amazon) has their own return policy. Below is an excerpt from the Denon return policy as stated from the website.

  You are eligible for the Denon 3 year limited warranty based on your April 17, 2022 purchase date from Amazon. Any return or refund you seek must come from Amazon directly, as they are the seller. 

  Thanks, 
  Denon North America 

   

  Return Policy

  We are confident you will love your Denon product. We want you to enjoy your purchase and experience with our products. If you're not satisfied, we will make things right. You may return any product within 60-days of purchase, subject to the terms and conditions stated herein. With proof of purchase, you will receive a full refund, which shall be credited back to the original payment method, in the amount paid for the product you are returning.

  
  If, within 60-days after delivery of your purchase from denon.com, you are not completely satisfied, please contact us. Email should include Order ID, Billing email address, Products that are to be returned and reasons for return. Please include original order receipt with the email for verification purposes. Except for packages that weigh more than 66 pounds (i.e. excess weight packages), we will provide a free return shipping label for all Denon products being returned. For the excess weight items, the customer must pay the return shipping. You must return the product to us in its original packaging and include all accessories. Once we receive the product in our warehouse, we will give you a refund for the returned product.

  Customer Answer

  Date: 09/23/2022

  thanks for stating what I had previously set you, it is not explicitly clear from the first stanza to the second, clearly there is a contradiction between the two, and it shows that you don't care for your customers at all. I spoke with ****** yesterday, he explained that when the unit comes back from repair it will have a bench warranty. of course we do not know how long that bench warranty is good for, but it does come with one, surely you wont honor the warranty, or im betting that the amount of time the warranty is good for will vary, based on your incompetence to state the bench warranty period. Then comes the issue of time spent at a repair center, what length of time is acceptable? with microchip shortages in the world this repair make take extended time, and of course you have no answer to any of these questions either. I was also advised that the repair center technician will be the only person who can advise if a unit should be replaced entirely. Based on your unwillingness to talk to me, why would I want as replacement in case of that? All your doing is isolating your customer base, You could have accepted the return and sold this unit off a factory refurbished, its sad thats how you treat customers.