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:05/12/2023

  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.

  The product I purchased has developed an issue that requires repair/replacement by the company. A production run of Sennheiser ***** *** soundbars was identified to have a problem with a center channel speaker amp board causing a defect in the unit making it unusable. Sennheiser has identified this issue as a problem -S/C Coils on amp board causing O/c to TC Tweeter- and has repaired/replaced other units for customers.
  
  I have attempted to contact Sennheiser support for over a month now. Email correspondence with a manager on 4/25 and was promised a call back to address the problem. I was never contacted. I have submitted multiple requests in their ticket system (see below).
  
  I have contacted their phone support multiple times with hold times over 30 minutes. When I managed to connect with a human being one time. I was told that tech support was not available and my phone number was taken. No call back.
  
  Tickets:
  *******-0033 submitted on 3/28/23
  *******-0377 submitted on 4/4/23
  *******-0611 submitted on 4/6/23
  *******-0361 submitted on 4/10/23
  *******-0452 submitted on 4/13/23
  *******-0327 submitted on 4/18/23
  
  Call Log:
  Called Thursday morning May 4th @ 10:45. On hold 35 minutes. No answer
  Called Thursday afternoon May 4th @ 2:18. 26 minutes on hold. No answer
  Called Friday afternoon May 5th @ 2:54. On hold 5 minutes.
  Called Friday afternoon May 5th @ 3:24. On hold 38 minutes. No answer
  Called Monday May 8th @ 3pm, someone answered after 5 minutes on hold and I was promptly disconnected.
  Called back. 5 minute wait time. Person on the phone placed me on hold to connect me with someone in, "tech support." She returned after 3 minutes to tell me no one was available and took my name and number for a call back. No call back...
  Called back May 9th @ 2pm. On hold 23 minutes. No answer.
  
  I am requesting that Sennheiser replace my defective unit with a new one.

  Business Response

  Date: 05/24/2023

  Dear BBB,

   

  We apologize for any inconvenience Mr. ********* has experienced.  We have been in contact with Mr. ********* and have shipped him a box to send back his soundbar for a replacement and provided him with a prepaid shipping label.  Once we receive the product back, we will send Mr. ********* a replacement soundbar.  If you have any questions, please let us know.

  Best Regards,

  ***** ***********

   

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not yet have the soundbar back in my possession. It was received by Sennheiser on 5/23/23. Upon receipt of a functional soundbar, I will be happy to accept the resolution.
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 06/08/2023

  Dear BBB,

  Although the consumer is out of the warranty period, we have decided to send a replacement unit at no cost as a courtesy.  This unit should ship out to the customer in 5 business days.

   

  Sincerely,

  ***** ***********

   

• Initial Complaint

  Date:04/27/2023

  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.

  On March 15th I ordered a pair of seenheise mtw3 earbud through **** ***. The product says right on the box that there is a 2 year warranty. I received the product on March 17th I believe. By April 9th, less than a month, one of the earbuds stopped working. On April 10th I began a claim and was given ticket number ************. I got no response from the company until April 21, which was just a link to talk "chat" with a bot that only leads you through a run around with no chance to get assistance from a human being or actually file a warranty claim. I finally found a customer service phone number for sennheiser through a unhappy customer internet thread, since there is not one listed on the website. Once I finally got through on that I was informed that ****** ******* ********* has taken over this aspect of sennheiser products and I would need to talk to them. The phone lines for ****** ******* ********* are disconnected, I have tried calling multiple time and the prompt states as much. ****** ******* ********* website is also no help in attempting to file a warranty claim. My original **** *** order number is ************* and I ultimately spent $210.99

  Business Response

  Date: 05/02/2023

  Dear BBB,

  We have been in contact with the customer and have arranged for them to initiate a warranty claim for their product.  The customer was provided with direction on how to send the product in and once received we will send the customer a replacement.  If you have any questions, please do not hesitate to contact me directly.

  Sincerely,

  David K**********

  Head of Customer Service, Americas

   

  Customer Answer

  Date: 05/08/2023

  
  
  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.
  
  
  If in the future I have further dealings with this company, I hope to receive the proper customer support up front, not just after complaint has been filed.

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

• Initial Complaint

  Date:04/12/2023

  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.

  Dear ****,
  
  I received this email 2 weeks ago no refund no response, I have tried to contact them numerous times, no response, they received the return package in the original packaging, they confirmed receipt then did nothing as far as my refund of $287.50.. Terrible company with no customer service…. We have received your return, please kindly allow us 2-3 days to have your return processed.
  
  You should receive an email from us once this is completed (check your spam mail, too).
  
  Kind regards,
  Sennheiser GE US

  Business Response

  Date: 04/24/2023

  Dear BBB,

   

  We have confirmed that the returned product was received in our warehouse and a full refund has been issued.

   

  Sincerely,

  David K**********

   

  Customer Answer

  Date: 04/24/2023

  
  
  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:02/08/2023

  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.

  I purchased a pair of Sennheiser Momentum True Wireless 3 earbuds on November 26th, 2022. Sennheiser guarantees a 2-year limited warranty. I filed a claim with Sennheiser about 1.5 weeks ago and have still not received a service ticket to be able to send my earbuds in. I submitted a second service request using a different email in case the first one was routed incorrectly. I also have submitted a contact form with these concerns to Sennheiser on February 1st and have received no response. The service request forms indicate that a service ticket should be emailed to recipients within 24 hours.

  Business Response

  Date: 02/08/2023

  Dear BBB,

   

  We have reached out to the customer via phone.  We did not have his correct email address on file to send out the form.  This has been rectified and the customer was emailed instructions on how to process his request.  The customer informed us that he was satisfied with this resolution.

   

  Sincerely,

  David K**********

  Head of Customer Service, Americas

• Initial Complaint

  Date:01/13/2023

  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.

  On 02-19-2021, I purchased: ******** **** Wireless 2, totaling $271.23. Sennheiser has failed to provide leading audio technology and exquisite craftmanship it promised to. At date of purchase this was the most expensive headset on the market. However, within 3 or 4 months of purchase, I began experiencing ********* connectivity issues, and initaited the warranty process, which left me without my product for about a month. Ironically, the reason why I decided to spend so much for this headset is because I had technical issues with ******* wireless products, so I figured that paying a few hundred extra dollars would ensure me with a reliable working product: WRONG. What seemed to be the perfect purchase has turned out to be a huge headache having to deal with a poorly made product that never worked the way it's supposed to. I want to add, the warranty process is cumbersome, extremely time consuming and nearly impossible to iniatate without sending multiple emails and phone calls. This is after troubleshooting the device, talking with customer service and performing multiple software resets that never solved the problem. After wrangling through the hoops and loops, Sennhieser 's resolution has been to send me a replacement of the same model that has the exact same issue (one earbud connecting to ********* but not playing any sound). To Sennhieser's credit, the girls at customer service at ph.###-###-#### have been very nice and super helpful, but thier hands are tied in terms of the warranty process and giving me a different or similiar device of equal value rather then having to repeat the sme process 3 or 4 times. We all make mistakes, and Sennheiser screwed up on this particular model and needs to make it right. This headset goes for 299.95 but has had slashed its price in half, something rarely done, and my point is that the company knows it produced a defective product and hasnt't done much to help it's faithful customers recieve a defective free replacement.

  Business Response

  Date: 01/16/2023

  Dear BBB,

   

  We have reached out to the customer and have resolved their issue.  The customer even asked us if there was a way to delete his complaint.  If you have any questions, please let me know.

   

  SIncerely,

   

  Customer Service

• Initial Complaint

  Date:12/22/2022

  Type:Sales and Advertising 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 Sennheiser corporation conducting business under *********************************** ********** discount for specific product (attached screenshot) if personal information was provided to create the account and go through approval process. Afterwards during checkout they denied that discount, however personal information was already collected.
  
  Personal information included employer pay stub with address, employer information, name, etc.
  
  I contacted support in case: [************* Your request with the Sennheiser Contact Center
  They confirmed the discount would not be recognized and encouraged me to seek other discounts on the site.
  
  My intention is to buy the specific item with the advertised discount.
  ** *** $ 219.95
  
  My discount code as a verified college teacher: *****************************
  
  If the automated system didn't recognize the discount code, I expect the store to issue a temporary code which I can apply to the item. I expect the final price to be 219.95 - 30% = $153.

  Business Response

  Date: 12/22/2022

  **** ****

   

  We apologize for the inconvenience the customer experienced.  I’ve created a code you can deliver to this customer
  directly for 30% off the ** *** only:

  ************

  
  The customer will input that code at checkout
  and receive 30% off plus free shipping.

  IF they have any issues using the code, please let me know.

   

  Sincerely,

  David K**********

  Head of Customer Service, Americas

  Customer Answer

  Date: 12/22/2022

  
  
  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:11/30/2022

  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.

  I purchased the true momentum wireless 3s from **** *** on October 10, 2022. I paid a total of $267.49. The left earbud made some weird pitching noises and became significantly quieter than the right earbud. Additionally, the left earbud produces a thumping sound when music is playing. I tried to resolve this by using the warranty included with the earbuds, but customer service has not responded to me about how to find my “Sennheiser Account Number” after directing me to the repair/replacement form. My **** *** order number was: ******************. I just want a replacement since I thoroughly enjoyed the sound quality and experience I had.

  Business Response

  Date: 12/12/2022

  Dear BBB,

   

  We have been in touch with the customer and arranged for a replacement.  The customer was instructed to send back his defective pair and we will send a replacement.  If you have any questions, please do hesitate to contact me directly.

   

  Sincerely,

  David K**********

  Customer Answer

  Date: 12/12/2022

  
  
  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:11/09/2022

  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.

  Hello,
  I have a problem with complaint [************] regarding a refund. I have tried contacting your customer service many many times and have not received any help the past two months. Please resolve issue immediately to avoid further escalation . Thanks

  Business Response

  Date: 11/10/2022

  Our records show the customer was refunded in full.

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:i have not received any

  refund yet. Would you please provide your banking statement along with a refund receipt so i can forward it to my bank
  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 11/16/2022

  Our records show the customer was refunded $ 249.95 on November 8th.   Please see the attached Refund PDF file 

  Customer Answer

  Date: 11/18/2022

  
  
  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:11/01/2022

  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.

  Order date 03/22/2021
  Sennheiser ie800s
  The biggest issue with my earbuds is the tips. They fall off the east bus so easily and I have lost so many of them. I have left a review on their site but transparency obviously isn't their strong suit as my remote simply is nowhere to be found. The skins of these earbuds are once amazing. But constantly losing the tips because of poor design is a major flaw that potential customers should know about, especially considering the $999 price tag.
  
  I really expected better build quality and transparency with this price. For $999, it is the little things I should never have to worry about but even my **** ** earbuds never lose the tips. And they came free with my **** ****** ***** Really Sennheiser, is this for you want is to view your high end products?

  Business Response

  Date: 11/16/2022

  We are sorry to hear that Mr. ***** is having issues with the IE800 earbud tips.  I have arranged to send Mr. ****** 2 packages of tips at no cost.  These will be sent out today, November 16, 2022.  Each package contains 3 pairs of tips.  We apologize for an inconvenience.

  Customer Answer

  Date: 11/17/2022

  
  
  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:10/17/2022

  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.

  Date of transaction
  September 9, 2022
  
  The amount you paid
  $242.39
  
  What the business comitéd to provide to you
  Sell me ********* wireless earbuds that should be great and hassle free returns if not satisfies
  
  What the nature of the dispute
  I noticed the headphones have a bad sound signature that i dont like so i contacted them to obtain return. I followed their instructions to ship them back. And I haven’t got my refund back in weeks. I have been emailing this lady name Mary Jo and she isn’t helpful all. she tells me they see they got the headphones on September 29 and on that day they issued a refund but I told her I have not go anything at all. I told here I submitted my bank statement to here showing that there’s nothing from Senheisser at all. She chooses to be unhelpful and does not reach out to me to resolved this.
  
  Whether or not the business tried to resolve the problem
  no they are choosing to ignore my request to simply get my $242 back. This is very stressful how they are to me.
  
  Account order/ tracking number
  My senhessier order number to item
  **************

  Business Response

  Date: 10/25/2022

  We show that the refund was issued 9/29/22, in the amount of $242.39.  This refund was issued through our Merchant processor

  *******.  Everything is showing correct through our system we have escalated this to our partner ******* for further research.   Can the customer please verify that they still do not show the refund.

  Customer Answer

  Date: 10/25/2022

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