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:01/12/2024

  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.

  Wireless Trackball M570 was purchased on 25 March 2020. The trackball stopped working around Jan 2022 (within 3 years warranty). I contact the logitech warranty support on Feb 23rd 2022 with ticket number - *******. I was told the replacement M570 will be sent as soon as it becomes available. Its almost 2 years and logitech did not send the replacement M570. They have replaced this model with M575 and stopped manufacturing M570. Hence M570 will never available in stock. Logitech shall sent the warranty replacement M575 device to me.

  Business Response

  Date: 01/24/2024

  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 22nd Jan **** via ticket: 12405772.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech Inc. 

  Customer Answer

  Date: 01/24/2024

   
  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:01/11/2024

  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 purchased a Logitech G Cloud from a Best Buy location on October 10, 2023. On December 13, 2023 I opened Support Ticket #******** for hardware failure. This is not an easy task to accomplish, as their website for opening support tickets is broken and has been for a while according to internet searches. I asked for a Return Merchandise Authorization so I could return the the device to the point of purchase. I was denied, even though Logitech's own Limited Hardware Warranty states they have the option to "to refund the price paid, provided that the hardware is returned to the point of purchase or such other place as Logitech may direct with a copy of the sales receipt or dated itemized receipt". A purchase receipt was provided, as well as photos and videos of the malfunctioning hardware. After a month of back and forth emails, I was asked for my address so a replacement device could be sent to me. When I provided that, I was instead sent a prepaid ***** shipping label with a request to package (at my own cost) and return the original device, which is not documented in their Warranty statement.I now seek either a Return Authorization for the point of purchase or a refund in the amount listed on the provided proof of purchase. I will no longer accept a replacement device, as I have purchased a similar device from a better company.

  Business Response

  Date: 01/16/2024

  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 will be in contact for further steps as soon as possible.
  
  Best regards, ?
  Logitech ***

• Initial Complaint

  Date:01/11/2024

  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.

  I hope this message finds you well. I am writing to express my deep dissatisfaction and disappointment regarding my recent purchase from Logitech's official website on December 1st. My order number is #*************, and the shipping was handled by ***** with tracking number 71838599441.It has been over a month since I placed the order, and unfortunately, I have not yet received the purchased items. Despite numerous attempts to contact both Logitech and ***** customer service, I have not received any response. This lack of communication has left me frustrated and concerned, especially as the ***** tracking information still indicates that my package is in the "awaiting carrier pickup" status, raising doubts about whether it has been shipped at all.I am disappointed in the inadequate assistance provided by Logitech's official customer service team in addressing this issue. In light of these circumstances, I feel compelled to file a formal complaint and request a refund. My overall shopping experience has been unsatisfactory, and I expect Logitech to take immediate action to resolve this matter and ensure an improved customer experience.I kindly request prompt attention to this complaint, along with a reasonable explanation and resolution. I hope to receive a swift refund, and I trust that Logitech will take necessary measures to enhance its logistics and customer service practices to prevent similar issues in the future.Thank you for your understanding and cooperation.

  Business Response

  Date: 01/16/2024

  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 Jan 16th, **** via ticket: ********. We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***

• Initial Complaint

  Date:01/10/2024

  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.

  Hello:I hope this email finds you well. I submitted Ticket ******** regarding an issue with my mouse/keyboard combo. The issue has been persistent for the last two weeks. In the auto reply it states that someone will be reaching out within one business day. I have not heard anything/no one has addressed my response. Additionally, I have reached out on ******** numerous times to request a follow up. This is not the service I have come to expect. I am requesting a replacement for my defective device. Respectfully

  Business Response

  Date: 01/11/2024

  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 11th January **** via ticket: 12319036
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 01/16/2024

   
  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:12/28/2023

  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 am being denied a return for two computer mice that I purchased in September 2023 and Logitech is claiming it is outside of the return period. The reason it is outside of the return period is because it took over a month for them to ship the products to me. Once I realized the computer mice were hurting my shoulder, I attempted to contact them to return (this was inside their return period). It then took them over a month to respond to me. I went back and forth with their customer service via email for another 2-3 months on this, and they are denying me due to it being outside of the return period. It is outside of the return period because it takes them atleast 2 weeks for them to respond to me every time (and there has been multiple emails). I was given approval by one of their managers that I could return it, but they then changed their mind because they claim that I took too long to print a return label that I never received from them. Again, all of the delays have been caused by their abysmal customer service and long wait times for them to return my message. I would like them to honor my return for the two computer mice. I should not be penalized due to their delays in awful customer service.

  Business Response

  Date: 01/03/2024

  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 3rd Jan **** via ticket: 12160979.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21068050
  
  I am still waiting for this to be resolved. I did receive an email from Logitech asking for serial numbers and order receipts, which was provided. I would like to keep this ticket open until a refund is received.

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

  Business Response

  Date: 01/26/2024

  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 ***

• Initial Complaint

  Date:12/19/2023

  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.

  I need help with my warranty case. I originally logged case (********) for an issue with my MX Ergo Pro. Unfortunately I entered the wrong serial number as I have 2 of these mice that I use regularly and my case was declined. I was told to raise a new case which I did (********). This was then declined because the proof of purchase I originally submitted in case ******** was said to be already use because I had already submitted it in case ********. My case (********) was closed but I responded back on Nov 14 2023 and have had no correspondence since.I would like my MX Ergo Pro to be replaced or repaired Thanks,*****.

  Business Response

  Date: 01/03/2024

  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: 01/08/2024

   
  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:12/17/2023

  Type:Sales and Advertising 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 saw that Logitech G had a promotional deal that took 100 USD off any purchase of 400 USD or higher plus free shipping. I added an item costing ****** and an item costing ***** to my cart bringing my total to ****** USD, and proceeded through checkout. Upon checking out, my subtotal was displayed as ****** and not the ****** that the posted promotional deal indicated the purchase should have been. I did receive the promised free shipping, but not the 100 dollars off my purchase. The items I purchased were not on sale, and the prices I have included in this message are the prices posted on Logitech's site at the time of writing this message. I attempted to contact Logitech's "24/7" support chat but it has been about three hours and I have heard nothing, despite three separate attempts to contact a support rep. I'm not seeking any kind of penalization of the company, I just want to pay ****** before tax as I was promised I would. As you can see from the attached photos, there is a promotion message on the logitech site. You can also see the posted prices for the products I purchased and you can see that when the products were marked down in my order confirmation email, they were not marked down in accordance with the posted deal on logitech's site.

  Business Response

  Date: 12/19/2023

  Dear Cade,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team is reviewing your case, and will be in contact for further steps on first priority. 
  
  Best regards,
  Logitech ***

• Initial Complaint

  Date:12/16/2023

  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.

  I ordered Pro wheel and pedals Monday night and labels were created early Tuesday morning. Wheel has been stuck for 2 days without any movement and finally left yesterday evening. The order has made one stop in 4 days, who knows when I'll actually get it even though I paid for expedited shipping (it is already past the 2-3 day guarantee). The pedals don't even seem to have been dropped off to ****** It just says label created. I have called ***** and they said this means they have not received the item as it would normally get scanned immedately if they received it. I call Logitech and they just tell me to wait and they will update me. It has been almost 4 full days since the label was created with no movement in site. Their answer to me is that they will perform an investigation and it could take up to 14 days??? Their website says expedited shipping 2 - 3 and even emails saying buy products now get your gifts on time! This is false advertisement and they have fully charged me (my CC is not even pending anymore) for a purchase that has not even been dropped off. This is the worst handlng of a delivery I have ever experienced.

  Business Response

  Date: 12/19/2023

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

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21016018
  
  I am rejecting this response because: My case is not complicated. You know very well through all the phone calls and tickets I have submitted along with the summary this BBB complaint contains what the issue is. Again, you're giving me another vague time frame of ***** hours. This falls in line with my experience with Logitech support thus far and at this point I would find it miraculous if you actually got back to me about my issue in any meaningful way. I have no choice but to wait on your response but in the meantime this case is not resolved.
  
  Sincerely,
  
  ****** So

  Business Response

  Date: 12/28/2023

  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 via ticket: 12253800.
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

• Initial Complaint

  Date:12/16/2023

  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.

  On 12/6/23 I placed an order for $379 new Astro A50 X headset and at that time when I put the order into my cart to purchase it was advertised that on orders over $349 it would include a "*ift to you" Free * FIT Earbuds a $229.99 value. When I checked out and received my email about my order it did not include the * Fit Earbuds but only the Astro Headset. I then contacted customer service via chat 1st then email. I got an email back on 12/12/23 stating that they were out of stock on the * FIt earbuds and that is why they were not included. I had checked stock when I placed my order and they were in stock. I then checked inventory myself on 12/12/23 and they were still in stock at that time, in fact now on 12/15/23 they are still in stock. After pointing this out to Logitech support they now state that since my order was a "Pre-Order" that the *FIt was not included in the promotion, even though I have a screen shot showing it was that I provided them. This is bait and switch false advertising and I want the * Fit Earbuds as promised. I've asked Logitech to put me in contact with a supervisor and they refused this request. Order # ************* **************** Ticket # ********

  Business Response

  Date: 12/19/2023

  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 19th December,2023 via ticket: 12207534
  
  We appreciate your patience and cooperation.
  
  Best regards, ?
  Logitech ****

• Initial Complaint

  Date:12/13/2023

  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 made an online order for $343.19 on 11/7/23 for a Logitech z906 sound system under order# *************. I attempted to cancel the order before it was shipped, but my request wasnt processed in time. I promptly returned the sound system unopened in a factory sealed state via ***** drop off under tracking ID ************. The tracking shows it was received back by Logitech on 11/14/23. *** made multiple call attempts following this return to request my refund be processed, but was informed 3 weeks ago that it would take up to 2 additional weeks to process the return because of a weight discrepancy? This makes zero sense to me as the item was unopened and still factory sealed.Its been 3 weeks now and Ive received 0 communication back on whats going on. Please refund my purchase back to my original payment method. I tried to call again today on 12/13/23 and was informed theyre updating my ticket under ******** and to monitor my e-mail. I asked how long to hear back and was basically told up to another 1-2 weeks.

  Business Response

  Date: 12/19/2023

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

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21003859
  
  I am rejecting this response because: This response is more or less the same one Ive received from multiple call requests to process my refund since my purchase was returned back to Logitech in a factory sealed on 11/14/23. My refund is way overdue and the only acceptable response back at this point is a full refund.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/28/2023

  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 20th December 2023 via ticket: ********. We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***