Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a midi keyboard A49 on the Native Instrument Website on Dec 15 (order number *******.) And after I placed the order they informed me that the product was out of stock. I waited a few days but no updates from Native Instrument, so I emailed them to cancel my order on Dec. 19 because it was for a Christmas gift I couldnt wait them any longer. However, they ignored my cancellation request and shipped the product on Dec. 20. But Ive already purchased the product from *************** as soon as I submit the cancellation request. The problem now is the Native Instrument refused to take the responsibility for return shipping cost. They insisted I have to pay for whatever the shipping will cost. Their customer service takes forever to reply one email which is very unprofessional. I was extremely frustrated about how they treat their customers and musicians. I believe they have to be responsible for my return shipping fee, not me.

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 software from native instruments because their website said that I could upgrade for a crossgrade kontakt 7 bundle But this software was included with the software I purchased from Sweetwater so I was trying to contact them about the situation but I didnt get any response from them just incoherent emails so I would like to resolve this issue with them at least get a credit or exchange.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Okay just for reference I want everyone reading to know I own approximately $1k worth of Native Instruments equipment, previously owned a shared copy of Komplete 13 on a separate account (worth $500 at the time of purchase through a bundle with my MK3), and now own an additional $600 worth of their plugins as I begrudgingly purchased Komplete 14 since I no longer have access to that account with Komplete 13 (which I purchased as a result of this).Anyhow, be it that I lost access to that account a friend and I were sharing our mutual copy of Komplete 13 on; I bought a sealed copy of a Komplete 12 upgrade. My intentions were to upgrade my current version of Komplete (Komplete Select) to Komplete 12, and then upgrade that later since it was a bit cheaper. Given the circumstances listed above; I feel like Ive given this company enough of my money, and considering Im a relatively poor musician I was just looking to save a few bucks Or so I thought. As when I went to enter the serial code; I was met with the error code missing base software... Odd considering I have what they consider the trial version of their plugin software, and all editions from Komplete **** have significantly more content and should be considered upgrades.So I contacted their support and the support member **** was so uninterested with solving my problem and addressing what I said; they just gave me a ridiculous robotic response that equated to spend more money via getting Komplete 14 for $600 or get a license transfer of Komplete 12 for $800 (which makes no sense as it has less content than Komplete 14). I stomached what they said for what it was, but considering everything I listed above; it was a bit bewildering to be met with barely a formality, along with not even addressing the fact I had purchased a genuine license for Komplete 12 already.I dont know what I expect out of posting this review, but I hope it serves as a record of how much the company values their customers.

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 products from native instruments called Kontakt and Komplete Kontrol. There is a virtual instrument that I am unable to use properly. I contacted support and have been talking to them for several months usually with very long waits in between responses. I have tried every suggestion I have given to no avail. I have requested to talk to a supervisor or someone higher up and they will not allow me to speak to anyone with more knowledge about this instrument.

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Company made unauthorized purchases on account and complete refund not fulfilled. **************** is Strictly through emails and problem has ensued for almost 2 months now.Purchased a package deal of S88 Keyboard and Software (1,595.90).Keyboard did not fit desk. Too large. ( my mistake ).Asked for return information for just keyboard so I could purchase a smaller S61 Keyboard. No response for about 9 days.During those 9 days they charged my Native Instruments profile $599.99 without my approval.Send another email stating that and would like that removed as it was technically fraud.Disappeared without explanation.Spent $183 on shipping return which is fine as it is stated in their terms. sent July 7th. arrived @ their location July 13th no response for days ( all through emails mind you ) so I called my bank to dispute the case for the total of the keyboard + Tax return ($963.22)Finally received a partial payment ($763.22) on July 24th.Sent ANOTHER email, stating that it is the wrong amount.Finally they say they cannot return $200 because the open dispute case.I will not drop the case until the $200 is refunded as they had no problem sending the partial payment during the dispute.Now they're stating that they will accepted the dispute and return the full amount for software and keyboard, which will cancel my serial codes till I repurchase. * definitely from a third party*. This will cause substantial problem solving on the technical side, but at this point so be it.Overall, thank you for time and reading through this fiasco. Honestly if this company would just return the $200 owed, all would be set. Thank you for your time, service, and consideration.- *******************

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have recently bought the maschine mk3 and downloaded the native access to install everything that needs to be installed and now its stuck installing kontakt factory selection 2 and now I cant even use my maschine because cuz it wont let me install it because its stuck trying to install kontakt factory 2 and wont let me do anything else I need help desperately I didnt spend all this money for things not to work.

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Attempted to contact support 5 times and ended up with stupid idiotic responses from a worthless zendesk drone. Wanted me to answer stupid questions that were ALREADY answered in questionnaire BEFORE you could even ask question, yet refused to read and understand. The exact problem can be seen here (easier seeing then explaining) ******************************************* But if you want a long explanation.... 1. I have 4.5 million songs in my digital collection, file explorer is faster.2. Anything you click outside of traktor and drop song and try to adjust mixer slider volume, they always go full volume. 3. This is duplicatable every time.I have reported this since day one of traktor 3, but was unable to duplicate.... NOW I have and video explains and shows this, and zendesk drone keeps asking about controllers.... which was already answered. I need an answer to this if not I want a refund as software is defective and buggy!Zendesk doesn't give one f about anyone's software, nor do they know anything about coding issues with software. I am extremely disappointed.CONTACT BY EMAIL ONLY, PHONE NUMBER IS BOGUS!!!!!!!!!!!

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  So I reached out to native instruments support and emaild them about a refund exchange like 4 days ago Ive called evry non working number that they have listed in *** and no responce I got in touch with one of ******* on instagram aske me to provide my case number so they can escalate and did never got back to and ignored me the entire day and that is hard to me that a respected company like native instruments has such a poor communication with there Costomer and dont value there Costomer when being ignored for days when I spent ****** on the product and just have been trown under the table especially someone like me in the autism spectrum with asburgers and have caused nothing but stress they are a Ausome plugin company but there Costomer Servise is very poor and no compassion for being a human and being ignored becuse there on there summer sales so they put sales befor Costomer understanding service thats all they have a lot to grow

• Initial Complaint

  Date:03/08/2023

  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.

  Defective computer program - Kontakt 7 - They won't answer their customer service tickets or phone.The program works fine if I use their virtual keyboard (but that only works when I use the mouse). But I can't perform with that keyboard.I try to use my midi keyboard and the notes get stuck. They just keep ringing.I either want this issue fixed or a refund for a defective program.

  Business Response

  Date: 03/13/2023

  Hello,

   

  We have an agent actively responding to this customers issue. They asked for more info on Friday March 10th and did not receive a reply. So we are still waiting for more info to help solve this issue. 

  I am not sure what phone number he was trying to call but we do not offer phone support. 

• Initial Complaint

  Date:12/19/2022

  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.

  Hi there,I purchased a keyboard from the Native Instruments site ($999 before tax) with the understanding there is a 14-days return policy. the Order included the keyboard and another product.I got the keyboard (KOMPLETE KONTROL S88 MK2) after a week or so and on the same day wrote to their support that I would like to return the keyboard and get a refund. After a few days, they got back to me saying that if I opened the box, I can't return it!This is outrageous!!The keyboard was out of the box for 10 minutes top, wasn't connected or registered to my account.I wrote them at least three more messages, asking to speak with a manager, telling them that Native Instruments is a **************** that is under the ** laws which mandates 14-days return for any reason. Also added that there is no way to check if the product fits me without opening the box! it's just not making sense!!They are completely ignoring my messages and no one replied since their first response.There is no phone number, their support chat is inactive and I'm stuck without the ability to get my refund.Worth to mention that every other online music store allows return in any condition for at least a month.My only other solution is to dispute my credit card payment which I prefer not to do since I use other products of the company all the time.Pleas help me do justice with this, return the keyboard and get my refund.Appreciate your help!

  Business Response

  Date: 12/21/2022

  Hello,
  
  We just responded back to your ticket offering a return. Sorry for the delay

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company finally got back to me and said that I can return the product as I wanted. I still need to carry the shipping cost but I hope this wouldn't be a huge amount.
  Thanks for your help!