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:03/15/2024

  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.

  Here's the timeline of events:- Feb 5, 2024 - I purchased a keyboard/mouse combo which came with a free travel case for the mouse from the official logitech store - Feb 6, 2024 - Items were shipped out in 2 packages. One with the keyboard and one with the mouse + travel case - Feb 9, 2024 - Keyboard arrives - Feb 10, 2024 - Package with mouse and travel case arrives but there's no mouse. The item is well packaged and wasn't tampered with so it appears it was never packed out.- Feb 10, 2024 - I open support case #******** to resolve the issue.- Feb 12 - Mar 4 - I contact support numerous times but am told it is being investigated - Mar 8 - Am FINALLY told that they will ship out a mouse - Mar 12 - I've been informed there's been an unexpected delay It's March 15th and I'm still waiting...

  Business Response

  Date: 03/26/2024

  Dear ***,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent on March 22nd, 2024 via ticket: 12570832.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While it never should have taken this long and so many calls/emails, I am glad we finally got this resolved.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/11/2024

  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.

  FEBRUARY 23 2024, 10am PST I was interested in buying the Logitech "Keys-to-go" keyboard.I looked on the Logitech webpage and it was selling for $69.99 (Webpage printed and attached - 01)I checked Amazon and Amazon had two colors for sale at prices of $51.35 and $63.95 I noticed on Logitech website that if you sign up for emails you can get discount offers in emails. FEBRUARY 23 2024, 2:07pm PST:I signed up and received my first email.(Email printed and attached - 02)The email specifically said that if I buy TWO items (or more) I would get a 15% discount.A 15% off discount would make each keyboard cost $59.49 (but only if I bought two).I debated and decided that with the discount I would rather give all my money to the company directly rather than support Amazon, even if it cost a tiny bit more. FEBRUARY 23 2024, 2:07pm PST:--> I specifically ordered TWO keyboards to get the discount. <--There was no discount applied.(Invoice printed and attached - 03 & 04) FEBRUARY 24 2024, 11:05 AM I contacted customer service through their online web chat.They offered no solution.(transcript printed and attached - 05) MARCH 4 2024, 7:23pm PST Logitech support emailed me and offered a 10% discount code.(Email printed and attached - 06)It kind of surprised me that they expect me to make another purchase with a discount code after failing to honor the first discount they offered me.Why should I believe they will honor this new code? I responded via email that the new offer is unacceptable.They need to fix the original problem before I order again.(Email printed and attached - 07) MARCH 7 2024, 1:24pm PST Email received from Logitech support with no further solution offered.(Email printed and attached - 08) The solution that is acceptable to me if for my original 15% discount I was offered to be refunded. That is $21.00. Sending out email with discount offers that are not intended to be honored is fraud in my opinion.

  Business Response

  Date: 03/20/2024

  Dear *****,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.
  
  Were happy to confirm a refund was processed on March 19th 2024 via ticket: ******** We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 03/23/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/03/2024

  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.

  I paid $325.26 for a microphone & gaming headset, my order number is ************* but I wasn't really satisfied with the product quality. I created a return on their website, which gave me a ***** label and I packed everything in & dropped the package off at ***** store. After the return was delivered, I contacted Logitech and they told me that I need to wait up to 3 weeks for them to process the return. After waiting 1 month, I contacted them again and they said they will do a manual refund and I should expect it soon. They advised me to keep the conversation in the ticket which was opened regarding this issue, through emails. I emailed them several times asking for an update, but they never replied to my emails. I had to go on their website & contact through the live chat every time I needed an update regarding my refund. Logitech agents have given me many timeframes when I should expect an email and I never get one. Then they tell me & give promises that they will escalate and tag my case as urgent, but still nothing happens. Now lately, they are shifting their approaching from escalation to "We will follow up within 3 to 5 business days", and they never follow up. It's been close to three months and I still have no idea what's happening with my refund. One agent told me that the carrier has messed up the return and they are investigating the situation & that I should have my return finalised this last week, which never happened. They are dragging this around so much, no replies to emails, agents lie on the live chat, each one of the agents gives different timeframes, one says it's finalised and I will get my money back, one tells me there's an issue with my return - this store has become such a headache and there's no solution other than filing a dispute. I can imagine how many other people are going through the same experience as me.

  Business Response

  Date: 03/11/2024

  Dear *****,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, and will be in contact for further steps.
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21378081
  
  I am rejecting this response because:

  It's been 13 days since you emailed me & said you'd reach out to me to solve this and nobody has done it. It's been more than 3 months now. Bunch of scammers.

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

  Business Response

  Date: 03/26/2024

  Dear *****,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.
  
  Were happy to confirm a refund was processed on 18th March 2024 via ticket: ******** We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 03/27/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/24/2024

  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.

  Purchased a Logitech G305 Lightspeed mouse. Both left and right switches are already failing les than 2 years after purchase. Looking online, this has been a common problem with this mouse for years. Logitech has done nothing to fix it despite being aware of the issue.

  Business Response

  Date: 03/11/2024

  Dear *****,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, and will be in contact for further steps within ***** business hours.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21341671
  
  I am rejecting this response because: I have been in contact with Logitech and they have lied to me.  In my communication with Logitech, they stated they would send a replacement and asked me for my address and other personal details.  After I provided my personal information like phone number, address, etc. they then backtracked and refused to send a replacement even though their previous email state they would.  I believe they purposely lied to me to obtain my address, name, and phone number.  As I have received no further response to my questions of why they lied and why they asked for my personal information when they truly had no intention of sending a replacement, I am contacting the relevant government authorities to report them for theft of private data and data mining.
  
  Sincerely,
  
  ************

  Business Response

  Date: 04/02/2024

  Dear *****,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent 2nd April, 2024 via ticket: 12645842
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 04/02/2024

   
  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.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:02/21/2024

  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 purchased a damaged product from Logitech, which is a PlayStation controller... and I contacted the company more than once to get my money back, but the company was stalling, and once for more than two months without refunding my money.

  Business Response

  Date: 03/11/2024

  Dear ******,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has prioritized your case, and will be in contact for further steps as soon as possible. 
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21323568
  
  I am rejecting this response because 

  My complaint has not been answered...The company is manipulating and no solutions have been found yet

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

  Business Response

  Date: 04/02/2024

  Dear ******,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.
  
  Were happy to confirm a refund is under process via ticket: 12345952. We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21323568
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The money has not been refunded yet and the problem still exists and has not been resolved

  Business Response

  Date: 04/15/2024

  Dear ******,
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent April 11th 2024 via ticket: 12345952
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21323568
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The company has informed me that it is not possible to refund the money and that it will send a replacement product even though I explained that the replacement product will not reach me due to customs problems in my country, and so far I have not received any products.

  Business Response

  Date: 04/23/2024

  Dear ******,
  
  Thank you for your comments.
  
  We can see you have a ticket (********) that is still open, and pending an investigation. We will pass your feedback along to our team. We always want to ensure we are providing our customers with the best products and experience.
  
  If you need further assistance, please reach us at: 
  **************************************;
  
  Best regards, 
  Logitech

• Initial Complaint

  Date:02/10/2024

  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.

  I purchased a Logitech product (G920 driving wheel and pedals $199) with a 2-year warranty through Amazon in November 2022. After 13 months the product began to fail. I contacted customer service and did all the trouble shooting that they asked me to do to no avail. After more than 3 weeks of answering questions and emails from customer service, they refused to honor the warranty citing the belief that I am not original purchaser. My name, address and email are listed on their website as being the rightful owner along with the serial number of my device. I provided a video of this device, as they requested, along with the serial number clearly showing. I feel it is false advertising and that they never intended to honor their warranty.

  Business Response

  Date: 02/13/2024

  Dear *********, ??
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent 13th February **** via ticket: 12419025.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 02/13/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/08/2024

  Type:Customer Service 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.

  purchased a squeezebox touch that worked most of the time properly. Now it displays qr code migration message- I have no idea what this means-customer service uses phillipino customer service people I can not understand. Chat and email request for help does not work. I get it, they don't want people to buy their products.using tape over the screen to hide their malfunction- real classy logitech.

  Business Response

  Date: 02/13/2024

  Dear ***,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewed your case, and will be in contact for further steps within ***** business hours.
  
  Best regards,
  Logitech ***

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21265689
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  how simple is it to send a message like 'server expiring' or service ending. And to think so little of customers that you use the cheapest customer service you can find- from a country that can't speak english in a clear easy to understand  way. Never mind I bought a grace **** tuner that's so much better. no more logitech for this consumer.

  Business Response

  Date: 03/15/2024

  Dear ***, ??
  
  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling. Were happy to confirm that a response to resolve the issue was sent on March 12th 2024 via ticket: 12559861
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

• Initial Complaint

  Date:02/06/2024

  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.

  Order #: ************* Order Date: 11/30/2023 **************** ticket ******** Invoice Currency USD $286.45 Logitech received returned item G923. On December 5,2023 Their policy is 3 weeks to get refund. Logitech said they needed dispute to be lifted I email proof that dispute had been concluded on jan9 *****. Logitech told me a resolution would be by February 6, **** at the latest. Today Logitech customer service said 45 days and told me to wait until February 19 , ****. I have emailed them back and forth over 30 emails. They have their merchandise. Since jan5 ****. I just want money refunded that was paid to them at time of purchase nov30,2023.

  Business Response

  Date: 02/07/2024

  Dear ******,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team is currently reviewing your case and we have prioritized it. They will be in contact for further steps at the earliest. 
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21254249
  
  I am rejecting this response because:
  
  

  logitec customer service has been giving me the same response instead of action they say they are reviewing

   

  the case.  Simple I bought 3 items from Logitech.  They have refunded two items   And then the person handiling my return.  Said to me in an email we refunded your account already why do you need further refund.  Obvious reason the the item bought Nov 30 2023 has not been refunded  $286.45. Is the refund amount logitec owes    On
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/05/2024

  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.

  Previously I ordered & purchased a standard logi keyboard and received a wireless one which I couldnt use because it arrived without a dongle.Several weeks ago I called the company twice: the first time I dialed, i waited on hold quite some time - finally hung up because no one picked up the phone.I hung up and called back again- this time I pressed sales. A woman answered my call, listened to me explain, then said that I need a replacement dongle. At that point she asked me to hold on while she transferred me to technical support. I asked her if a human being would answer but once again I waited but no one picked up the phone.This past weekend I went to Best Buy and looked for a unified dongle which the store did not have in stock. A sales person checked online- the dongle costs almost as much as a new keyboard!I want logi to send me a dongle for their keyboard I cannot use because a dongle was not sent with the keyboard. Or should I return the keyboard back to them COD? Thank you.

  Business Response

  Date: 02/19/2024

  Dear ********, 
  
  Thank you for your comments.
  
  We will pass your feedback along to our team. We always want to ensure we are providing our customers with the best products and experience.
  
  If you need further assistance, please reach us at: *********************************
  
  Best regards, 
  Logitech

• Initial Complaint

  Date:01/30/2024

  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 returned a duplicate order to Logitech via ****** They have had the item for more than a month and now refuse to issue a refund. Some background: A duplicate order was placed in error. Logitech customer service is not good. I attempted to cancel the duplicate order as soon as it was placed, but it shipped anyway. If you try to contact them by phone or chat, you wind up having to leave a message as you can never seem to reach a live person. They are not good at acknowledging your message or getting back to you. The order was returned to Logitech via ***** and received by their company on 12/27/23 (see attached tracking screenshot). Their webiste shows the return being received but the status message never updates from "We're working to get your refund to you as soon as possible." I left additional messages for them through chat and responses have been minimal and sporadic. They did ask me for the tracking number via an email. I'm not sure why they needed me to provide these details as that information is displayed right on their website. It appears they are just stalling on the refund. After several failed attempts to secure the refund, I threatened to dispute the payment if the issue wasn't resolved. Whin, a customer service rep at ****************** now claims there is a hold on my funds requested by my bank even though there is not. He will not budge and is asking for written correspondence from my bank before they will consider refunding. As previously mentioned, it has been well over a month now since they received my returned item and they stil won't budge on a refund.

  Business Response

  Date: 02/01/2024

  Dear *******,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has reviewing your case and we have prioritized it, they will be in contact for further steps at the earliest.
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21219991
  
  I am rejecting this response because:

  I have yet to receive a refund of $267.49.  You have had my return since 12/27/23.   Proper **************** is lacking.     
  
  *****************************

  Business Response

  Date: 02/19/2024

  Dear *******,
  
  Thank you for your comments. We will pass your feedback along to our team. We always want to ensure we are providing our customers with the best products and experience.
  
  If you need further assistance, please reach us at: *********************************
  
  Best regards, 
  Logitech

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21219991
  
  I am rejecting this response because:  Logitech never refunded my money directly.  They stalled as long as possible and Paypal wound up giving me a refund after Logitech failed to respond to the inquiry.  This place treats customers very poorly.  Grade = F Minus.   
  
  Sincerely,
  
  *****************************