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Business Profile

Acoustical Consultants

Muffle Acoustics USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Acoustical Consultants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/13/2025

    Type:Product Issues
    Status:
    Answered
    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 with Muffle USA on April 18, 2025, totaling $1,113.38, which included a printed acoustic art panel based on the product image shown on their website. The panel arrived on June 2, 2025, but the artwork looked significantly different than advertised. It was blown up in scale, and a large black spot dominated the designsomething that was not visible in the original product image.I contacted the company within 24 hours, on June 3, 2025, and provided a photo showing the issue. After several follow-ups, I finally received a response on June 10, 2025, in which they acknowledged the problem and offered either a reprint or a full refund. I chose the refund.However, on June 12, 2025, they reversed their offer and stated they could not issue a refund due to fine print on the website, even though their team had already admitted fault and promised to make it right.I acted in good faith and within all reasonable timeframes. Im requesting a return and full refund based on their initial written offer and the clear misrepresentation of the product. I have kept records of all communication and images for reference.Requested Resolution:I am requesting a prepaid return label and a full refund in the amount of $368.96 for the panel in question.

    Business Response

    Date: 06/13/2025

    Thank you for the opportunity to respond. We appreciate the customer bringing this matter to our attention and would like to provide full context around the situation and our response.
    The order in question included a custom-printed MuffleArt acoustic panel featuring an abstract design. The customer reached out to us within 24 hours of receiving the panel, expressing concern that the artwork appeared blown up and did not match his expectations based on the product image shown online. He submitted a photo for reference, and we appreciate his timely and clear communication.
    Shortly thereafter, our team mistakenly offered a refund or replacement before fully reviewing the product specifications and disclaimer. The product page for all MuffleArt panels clearly states:
    Images for illustration purposes only. Printed panels and colors may vary slightly. Image scale not true to size.
    This language is intended to clarify that variations in print layoutespecially for abstract designsare normal and expected. Upon further review with our manufacturer, we confirmed that the panel had been printed correctly and met our internal production standards.
    We followed up with the customer to clarify this and explained that, given the product was within spec, we would not be able to offer a refund. In his finale response, the customer wrote on June 12, 2025:
    "At this point, I would still like to return the panel. If a full refund is no longer on the table, I request that at minimum you cover the return shipping and provide store credit equivalent to the panels value."
    We appreciated the customers willingness to find a middle ground and responded the following morning confirming that
    A store credit of $368.96 had been applied to his account:

    "Given the circumstancesand the fact that our communication contributed to your return decisionIm happy to meet you in the middle. Well issue store credit in the full amount of the panel received. To simplify the process, we wont require the panel to be returned. Youre welcome to keep it or repurpose it as you see fit. We hope it may still be of some use in your space.

    A store credit in the amount of $368.96 has been added to your customer profile. The next time you place an order, simply reach out to us beforehand with the details, and well issue a custom invoice with the credit applied."

    Additionally, we would not require the panel to be returnedthe customer was welcome to keep or dispose of it as he preferred
    We view this resolution as fair and appropriate under the circumstances. The panel was produced within stated guidelines, but we acknowledged that expectations were not fully aligned and worked with the customer to find a solution that respected both perspectives.
    We regret the initial miscommunication and take full responsibility for the confusion it caused. Moving forward, weve taken steps to reinforce our internal review process before extending resolution offers, especially for custom products.
    Thank you again for the opportunity to clarify and resolve this matter.


    Customer Answer

    Date: 06/24/2025

    I declined the store credit because I had been promised a refund and I choose not to do business with them any further.

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