Complaints

This profile includes complaints for Klipsch Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Klipsch Group Inc

  3502 Woodview Trace #200 Indianapolis, IN 46268-3181

• 

  Klipsch Promedia Sales

  3700 Hwy 32 North Hope, AR 71801

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:03/02/2023

  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.

  I purchased a Soundbar and wireless subwoofer from Klipsch on February 20, 2023. The items were received on February 24, 2023. However, the subwoofer did not work. I have repeatedly tried to contact Klipsch by email and by phone for either a replacement that works or a refund. I have not received answers to the emails or the phone calls. I have been on hold for up to 45 minutes each time and have never received a return email. I need to have this resolved as it appears Klipsch will continue to ignore my requests. The amount paid was $229.00.

  Business Response

  Date: 03/06/2023

  Hi, 

   

  Our sincerest apologies for the delayed response!

  We have reached out to the customer and initiated a complete exchange to get a new soundbar system sent out for replacement.

   

  Thanks and Best Regards

   

   

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/24/2023

  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 have a Cinema 400 surround bar with wireless subwoofer. I called in today, Friday February 24th and spoke with a ***** in technical support. After explaining my issues he starts and continues to literally argue with me telling me it's a TV issue. My subwoofer will not stay on and the sound bar itself randomly turns itself on. He is claiming it's a TV issue/problem and argued with me for ten minutes. Then refused to allow me to speak with someone else in the department.

  Business Response

  Date: 03/15/2023

  Hi ,

   

  We reached out to the customer and a full exchange was initiated to replace the customer's unit.

   

  Best Regards

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/09/2023

  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.

  In Feb. of 2023, I purchased a set of Jamo S809 floor standing speakers (which are made and marketed by Klipsch) from an authorized dealer. I received the set, registered the 1 year warranty and set them up. They worked for about a week and then I heard a loud thud. Turns out that a heavy magnet had fallen off one of the woofers and banged to the bottom of the cabinet internally, causing that one woofer to stop working. I contacted Klipsch customer service via chat and they verified that they were under warranty and that I had purchased from one of their authorized dealers (required for warranty service). I described my situation and requested a replacement 5" mid/woofer to replace the defective one. At this time, I was informed that they did not have any in stock now or in the foreseeable future and that I should try to make the seller deal with it. The short of the matter is, that it has a one year warranty and they cannot honor it because they do not stock parts. I seek to get this company to honor the warranty and obtain and ship to me the replacement part that I need to render my product properly working again.

  Business Response

  Date: 02/14/2023

  Hi, 

   

  The initial conversation with Klipsch implied that the speaker damage in question was shipping damage which would be the responsibility of the shipper, the dealer in this case, to file a freight claim and replace. This is why the customer was directed to the dealer for assistance originally.

   

  After reaching out we have determined the unit had hidden damage that does not appear to be from that shipment from the dealer so we are initiating an exchange to replace the speaker.

   

  Thanks and Best Regards

• Initial Complaint

  Date:01/09/2023

  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.

  I made a purchase of a sound system direct from the Kilpsch website on 12/7/22, order #*********. I have had multiple issues with this transaction starting with incorrect shipping and tracking information that resulted in not being able to track for secure delivery and showing up in a damaged and open shipment box. The device itself did not appear to damaged. I then purchase the corresponding Klipsch speakers for the surround sound that are made for this same unit. Within 24 hours of receipt of the surround speakers they would no longer work correctly and pair with the main unit. I reached out to Klipsch support numerous time. I was provided with a firmware updated for the main unit and results that should be on the readout upon completion. I have performed this update numerous times and the main unit is not updating to the firmware requirements they supplied. It has been two weeks and I can not get any confirmation as to why the firmware is updating incorrectly or a potential resolution to the problem. I have made several written requests for a return authorization and refund for my purchase. Still no response. I do get automated messages asking me to be patience as they are abnormally busy and they have not forgot about me. However I believe these are a stall tactic to try and resolve my issues as I see dozens and dozens of these same complaints for lack of response. I have attached the internal ticket log from the Klipsch website support team to verify my claims. I have already returned the surround speakers that were purchased from Klipsch on Amazon. I am seeking the *** prepaid shipping label and refund for the main sound system (which will not update to the correct firmware) that I purchased from Klipschs website directly.

  Business Response

  Date: 01/10/2023

  Hi, 

   

  We apologize for the issues with this purchase and we have refunded the order that was placed directly with us from our website.

   

  Thanks and Best Regards

   

   

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:12/20/2022

  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 called last week to correct my shipping order cause I accidentally put the wrong address. ******** service agent said she was going to correct it to the logistics team and they didn't. They were very rude and didn't help second time I called to correct the address. I will like if you can please have the courtesy of correcting my shipping order to *********************************************************. Please give me a call at ********** to rectify this situation thanks

  Business Response

  Date: 12/20/2022

  Hi, BBB,

   

  
  The Shipping address was corrected with the Fed Ex carrier on 12/16/2022. We could not edit the shipping address on the actual order showing on our website under his account.

  Fed Ex tracking https://www.fedex.com/fedextrack/?trknbr=392473535243&trkqual=12024~392473535243~FDEG 

   

  Sorry for any confusion.

   

  Thanks and Best Regards

• Initial Complaint

  Date:12/07/2022

  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.

  Earphones keep discharging in a matter of minutes after being fully charge. I purchased these earphones on Dec 3rd 2022 Im extremely disappointed .

  Business Response

  Date: 12/19/2022

  Hi, 

   

  The issue described has a possible trouble shooting resolution and we reached out on December 8, 2022 to provide the instruction.

   

  Depending on the outcome of the trouble shooting there may be a need to exchange, but possibly not.

   

  Once we hear back from the customer regarding the results we can proceed depending on what is needed.

   

  Thanks and Best Regards

• Initial Complaint

  Date:10/21/2022

  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.

  1) Date of Transaction - Dec. 8, ******) Amount of money paid to the business - $1,027.14 (including taxes).3) Business committed to provide to me - A working product that does not have any hardware or software issues at the time of purchase.4) Nature of the Dispute - The lack of full support and assistance to resolve the audio soundbar issues. The audio soundbar issues prevents the audio sound from being received and subsequently affects the subwoofer modes from portraying the right sound. This forces me to unplug and plug the system many times to "temporarily" resolve the issue. Either I am directed to provide the same type of information that I have done before or I am "promised" a long term working solution that will permanently resolve this issue. It seems that there is no real solution that the Klipsch Engineering team is working towards and I am stuck in the middle with a bad working product.5) Has the business tried to resolve the issue? - The business tried resolving this issue by providing me step-by-step guidance to update the firmware on the soundbar. I followed their guidance by downloading specific extension files onto a USB flash drive, and then, uploading those files into the soundbar itself to resolve the issue. This happened only when I reached out to customer support via email and phone to determine the potential solution to resolve these soundbar audio issues. The Klipsch support team wasn't very responsive and took several days to reply back. After performing the steps to resolve the audio issues, the same issues came back. When I reached out to them again, they promised a permanent solution. It has been several months now that I've been waiting for this permanent solution to take place and it seems that there is no direction or timeline of when this issue will be resolved.6) Account Order Number - #*********

  Business Response

  Date: 11/02/2022

  Hello, 

   

  We had been supporting the sound bar issues the customer experienced and working to resolve reported issues each time we were contacted most were firmware issues that we actively work to continually update and we have now exchanged the complete sound bar to satisfy the customer.

   

  Thanks and Best Regards