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:12/13/2023

  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 ordered a few items on Dec *********************************** stock ready to ship. I placed the order & also paid for expedited delivery. It had been 2 days and they have yet to even ship it or anything . I called and they told me its still processing but on my side it says approved . I called and tried to speak to someone about it and they kept giving me the run around . I asked to speak to a supervisor and they told me I have to put in a ticket . I asked about refunds and they told me Ill have to put in a request for that as well . Its just irritating how a company can say ready to ship and then not ship for DAYS after we already paid . Its not fair to anyone that believes its ready to be shipped the same day and then waiting. They are falsely advertising that items are in stock so you get locked into spending money with them. You have to jump, skip, and flip to even TRY to get your money back. Not fair at all.

  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 has reviewed your active case, and will be in contact for further steps on first priority. 
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21001368
  
  I am rejecting this response because: I waited over a week for items thats stated in stock ready to ship which is complete false advertisement. Then the manager calls me and gives me a 30% coupon with restrictions!! ( I understand the limit of 3 items for coupons but I can only get 1 of an item, what a joke.) Thats like a slap in the face. I am not happy at all. I can only imagine how many people ordered item thinking they were going to get them but didnt. Its not fair for a company to get away with it. Now because I asked for refund they do it and continue advertising falsely. Its not okay. My money was help up for almost 2 weeks now and my item still has not been shipped. I  any express how unprofessional this company is . I wouldve even been happy with the 30% off but nope, that comes with restrictions too. They are absolutely a gimmick. I would like to speak with someone higher up in the company. The woman ***** handling it so far has done NOTHING good. Her only answer for almost 2 weeks was Ill get back to you in ***** hours with an answer. Like are you serious ? I could just wait myself for that. They did nothing right at all. Not one person has helped me at all, and if they think calling me every 2 days to tell me that it hasnt shipped is NOT helping. This company is falsely advertising and getting away with it. They trap people into ordering and getting their money tied up because nobody wants to deal with customer service like this. I honestly shoulder looked up reviews before because not after I find out how bad the company actually is. I appreciate your guys time & look forward to speaking with someone because this is not resolved. Thank you 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/20/2023

  Dear Josephm 
  
  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: 12235149
  
  We appreciate your patience and cooperation.
  
  Best regards,
  Logitech ***

• Initial Complaint

  Date:11/18/2023

  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 purchased two keyboards for $210.94 on October 7, 2023, and while I was waiting, I contacted their customer service twice and asked them to cancel my order, but in the end they didn't cancel my order at all, and finally sent me an email to tell me to return my order after I received it, and so far I've already returned one of the keyboards, but I haven't gotten any refund notification for the second one, and there were some problems with their system telling me that they couldn't find my order. I've returned one of the keyboards but it's been 10 days since then and I haven't gotten any refund notice, and then I went to return the second keyboard and there was some problem with the processing, their system told me that they couldn't find my order, so I talked to them twice, and every time I talked to them, they told me that I would get the return order by email in 24 hours, but I still haven't gotten it yet.Order numbers are: ************* and *************

  Business Response

  Date: 11/21/2023

  Dear *****,

  Appreciate 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 Inc

• Initial Complaint

  Date:11/16/2023

  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 had purchased a Logitech mouse which is not working anymore.Tried to file a warranty claim & after spending 1 hour with Customer support they realized that this mouse doesn't have the necessary Serial# for them to process the request.Plz refer to the chat transcript with ********************************** ********* Service Agent) I don't have the receipt which is very obvious. Of course this mouse is less than 3 yrs old.How a product can be there without a Serial No? Appears to be a pure fraud. Am attaching all the images & looking for a replacement of the product

  Business Response

  Date: 11/20/2023

  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 ***** hours.

  Best regards,

  Logitech Inc.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20882380
  
  I am rejecting this response because I have responded to your Team & no response from them. Also your Team didn't provide me any resolution other than seeking my mailing address.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/29/2023

  Dear *******, 

  Looks like the team has responded to your request and the ticket is still open. However, we will pass along your feedback. 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 Inc. 

• Initial Complaint

  Date:11/15/2023

  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.

  Have defective mouse (broken during warranty period). Was told a replacement was being issued and covered under warranty. Was informed it was shipped on November 1st, since the 5th I have multiple contacts with them (vie email updates, and attempts to call (usually disconnected when you enter the serial number of device) and attempts to chat online through their support though since the 5th they have refused to respond to any inquiries. On Nov 13th I was finally able to talk to someone (buy ignoring tech support, and going to sales support, who was then able to transfer me to tech support). The tech support person there insisted they had shipped and nothing they could do. It took mentioning guess I needed to contact BBB to even get them to listen to the fact I had already been in contact with *****, who assured me that the tracking number provided by Logi.com was not valid and NOTHING ***** could do I would need to go to the shipper (logi). That I was able to get them they will escalate it to their '***** team' to investigate. However neither the call is showing in the case, nor the promised update, no response entered into the case asking for update.. So it truly appears (to me at least) as the warranty expires in December, they are just ignoring/blowing off their responsibility (and promise) that they had/are shipping and delaying until they can just close it out as expired. Logi support case: #******** Amazon order: (original for mouse): Order# ***-0575504-0959405 Provided ***** tracking number: ************

  Business Response

  Date: 11/16/2023

  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 via ticket ********.

  Best regards, ?

  Logitech Inc

  Customer Answer

  Date: 11/20/2023

  As nothing has been done yet,  (said they are going to send a new mouse,  but as previous,  no further information)  can not say solution is accepted.  It has now been three days from their message that replacement should ship with 24/48 hours an no updates, with promised ***** tracking or anything to confirm replacement is/has actually been sent.

   

  So once again,  it appears as if they have done nothing, but send fraudulent mail stating they have done something, when  all other indications show no actual action done.

   

   
  

   

  Complaint: 20874207
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/21/2023

  Dear *******,
  
  Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.  
  
  Our team has recreated a new replacement for your case and it is also been shipped. We'd request you to please check your email for tracking information.
  
  Best regards, ?
  Logitech ***

  Customer Answer

  Date: 11/26/2023

   
  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.
  

   

  Replacement device was finally received,  thanks you for the assistance.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2023

  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 had an issue with my keyboard that is under warranty back in August. I was instructed to return my old one, which I did and I proof that it was received. Then on Oct 19th I got a tracking number from ****** which was never received, ***** said it was an invalid tracking number. I have made numerous follow up calls and keep being told that a new replacement was approved and they are waiting on a tracking number! This is unacceptable!

  Business Response

  Date: 11/14/2023

  Dear ***,   

  Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.

  Were happy to confirm the replacement shows successfully delivered on 11/10/23 via tracking number: 712923106205

  We appreciate your patience and cooperation.

   

  Best regards,

  Logitech Inc

  Customer Answer

  Date: 11/14/2023

   
  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:11/05/2023

  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 folks at Logitech don't know how to capably and fairly handle a warranty claim not to mention their lack of customer service, no replies to my repeated request to speak to a manager. Ticket Number : ******** This item is question is a Logitech MX Keys (Keyboard).The "M" key stopped working so I called Logitech support on 10/23/23.I spoke to a *** and provided my serial number and then we went through all the diagnostic tests.The *** confirmed my keyboard was still under warranty and will be replaced free of charge.Instead of replacing my MX Keys (now discontinued) with the comparable MX Keys "S" Logitech wanted to replace with another keyboard inferior keyboard.I never received a confirmation email from Logitech so I called back the next day to inquire.On 10/24 the Logitech *** apologized and said the *** I spoke to on 10/23 didn't complete the ticket.The new *** took me through all the diagnostic tests again, offered me another inferior keyboard and completed the ticket.On 10/28 I received the ***** shipping notification. ***** Tracking Number: ************ I've been calling and emailing Logitech from 10/30 until present asking for information about my replacement because as of today 11/5 it is still sitting in ** with *****.Ive received nothing but lip service from Logitech that a manager will get back to me with an update regarding my replacement keyboard. My product is under warranty and I'm not asking anyone to provide me with "good will". I'm only asking Logitech to stand behind their product warranty. I expected Logitech to do better and their *** should have been able to identify the problem and say *************** Im so sorry about all the problems you have experienced so let me make this right for you. I will replace your warrantied keyboard with the MX Keys S and I will ship it overnight to you. Again, Im sorry for the problem and we will contact ***** to find out what happened.

  Business Response

  Date: 11/09/2023

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

  Customer Answer

  Date: 11/15/2023

   
  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.

  Logitech sent me the exact replacement and I am now satisfied. Case closed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2023

  Type:Delivery 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 placed an order on the Logitech website over a month ago on 09/23/23 Order confirmation #*************. My order has not shipped. I first contacted support on 10/3/23 and was told processing takes 4-7 business days. On 10/9/2023 I reached back out to support and opened Ticket Number : ******** at this time I asked that my order be cancelled. I was told that my order could not be cancelled but could return the items once I receive them. I was told they could not give me an estimated time of delivery. I then reached out again on 10/22/2023 and asked again if my order could be cancelled as it still has not shipped and if this problem could be escalated. I never received a response.

  Business Response

  Date: 10/25/2023

  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 Inc

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20780308
  
  I am rejecting this response because: the email I received after saying you would reach out to me was the same as my prior communications. Simply stating my order could not be cancelled and I can return the items when ever they ship and there is still no estimated time for shipping. This is unacceptable.

  My order was placed over a month ago and all I want is for my order to be cancelled. I purchased these items intending to use them with my computer while attending my college classes. At this time I would like to just purchase the items locally but I can not do this until my order is cancelled.

  I would understand if the items had already shipped not being able to cancel my order, but since they have not there is absolutely no reason it can not be cancelled.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/01/2023

  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: 11/01/2023

  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,
  
  *****************************