Complaints

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

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  Sonic Electronix

  1100 W Broadway Louisville, KY 40203-2033

• 

  Sonic Electronix

  724 S 11th St Bay 7 Louisville, KY 40210

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:05/20/2025

  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.

  Purchased an item from Sonic 10th of September 2024. Item has a 1 year warranty. Sent it back on the 5th of May 2025. Item arrived via USPS at Sonic on the 14th of May 2025. The only response I have received is an email on 20 May stating that they have not received it. Yet to receive anything wether it is the original, broken device and a replacement. This is ridiculous and I want my product or money back. If this proceeds, I will be filing a case in small claims court. Proof of puchase, return shipping, and email transactions uploaded upon request.

  Business Response

  Date: 06/17/2025

  Hello!

  
  

  We already sent the product to the customer as shown below, I am currently contacting him to see if he has received it. We have had no contact with him since 15 days ago when we sent him this tracking number

• Initial Complaint

  Date:03/03/2025

  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.

  Nearing 2 weeks after the business (Sonic Electronix) received the returned merchandise and still have not received a refund. Their policy states refund processed within 3 days. Merchandise was new, in the original packaging and unopened. This has been acknowledged by the business. Have sent multiple emails and have had multiple phone calls with them. Excuse after excuse why they are delaying. No refund has been issued

  Business Response

  Date: 03/03/2025

  I have already spoken with the customer and the refund was already processed back to his ******. I apologized for the delay due to a system issue. Thank you! 

  Customer Answer

  Date: 03/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The merchant states that the funds were refunded back to “my” ******.  I do not have a ******.  The merchant contracts with a 3rd party service, namely “******”, in order to facilitate transactions involving crypto currency.  I do not contract with ******, the merchant does. 
  

  My funds have still not been returned.  It has now been 17 days since the merchant received the returned product. 
  

  I have had to jump through hoops with ******, by them requiring all kinds of information just to receive my money back.  I will continue to hold Sonic accountable until my funds have been returned.  I paid them.
  
  ****** is the merchant’s vendor, not mine.  I need the merchant to determine why my funds have not been returned.  ****** is unresponsive.

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

  Business Response

  Date: 03/19/2025

  We have refunded this customer via paper check. Thank you!

• Initial Complaint

  Date:02/20/2025

  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 made a purchase solely on the ad description. I did not receive what I ordered, 3 different times now. The first was a purchase quantity of 2, I received 2 different models. They wanted me to pay to print out a return label to ship back their mistake. I told them not to bother with a return, I'll just purchase 1 to match, what I received was not what ad stated I would. I then made another purchase and received the baitnswitch again. I purchased an open box item with a description of what I was to receive and did not get what was stated.

  Business Response

  Date: 02/20/2025

  Hi ******

  I wanted to update you that I’ve spoken with the customer, and we are currently in the process of resolving their concerns. Thank you!

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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 requested that Sonic Electronix disable my online user account and delete user information. I emailed them Dec. 2023, then again May 2024, and then again now. I have also submitted two support tickets in case that would be the right avenue for a response. So far, I have received no response from the company, and as a California resident, they need to delete my information if I make that request. Other companies have done this, but Sonic Electronix just continually ignores my emails. I'm not sure if BBB is the right agency to lodge this complaint.

  Business Response

  Date: 02/18/2025

  Hi ******

  Just a heads-up that our CEO personally handled *** ***** case, and it has already been resolved. Let me know if you need anything else.

  Thanks!

  Customer Answer

  Date: 02/18/2025

  
  
  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,
  
  
  
  ****** *** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/07/2024

  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 listing I purchased from states that it is for 2 pairs total of 4 and I was only sent 1 pair total of 2. The company will not respond to my emails. I would like the other half of my order, i.e the other pair.

  Business Response

  Date: 10/08/2024

  
  Hi ******
  
  I wanted to update you that we've resolved the issue with *** **** ****** order. After reviewing his complaint, we confirmed that due to a listing error, he only received 1 subwoofer per order instead of the 2 pairs he paid for. We've corrected the listing and are now shipping the 2 missing Alpine subwoofers to him.
  
  The customer has been informed. Thank you for bringing this to our attention.
  
  Best regards,
  *****

• Initial Complaint

  Date:09/26/2024

  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.

  Purchased 5 items as advertised and after accepting my purchase they canceled my order with no explanation the next day.

  Business Response

  Date: 10/08/2024

  Hi ******

  I wanted to update you on *** ********* order. We’ve tried reaching him multiple times by phone, but he hasn’t picked up. We’ve also sent 3 emails and explained that his order was canceled due to a listing issue on our website, which has since been fixed. We're actively trying to connect with him to resolve the situation, but so far, he hasn’t responded.

  Best regards,
  

  *****

• Initial Complaint

  Date:08/01/2024

  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 July 28,2024 @ 6:01 PM I placed an order for * ** ***** ** ****** that cost a total of $828.09 with this company Sonic Electronix. On Wednesday July 31,2024 around 10AM the box was delivered to my home which was signed for. The box looked beat up for having such a high priced item which was concerning to me. After opening the box, I was more shocked that it was NOT the speakers I paid for but a cheap set of Alpine S2-W12D2 12" speakers instead of the JL Audio 10TW3-D4 which was required to fit my custom box for my Chevrolet Silverado Chevrolet truck! I immediately called the customer service number of 877-289-7664 and spoke with *****. When I told ***** the issue and how disappointed I was, she could care less! ***** then asked me to send photos of the entire order and the box they came in which I was more than happy to do so. She then told me she sent me a email explaining what needed to be done. Again, sorely disappointed that I am the one who seems to be inconvenienced! In the email, it said it would review and process the order to see if it would be able to be returned! This is absolutely ridiculous that I am being treated like I'm at fault! I don't trust this company anymore because of the under handed way that they sent me less than a $100 speakers when I paid almost $900 speakers. I want to return this order to this company and be given my money back ASAP! Please. As I stated, I feel this company is not honest because when I asked ***** if the speakers I purchased was in stock, she said yes! My question then was why did I get sent the cheap speakers in the wrong size of this was available? And gave me no answer except, she sent it to the department for review. Please help me get my money back so I can purchase from another honest company.

  Business Response

  Date: 08/05/2024

  Hello ******

  I am writing to inform you that we have resolved the complaint from Paul and Kimberly:
  

  We have sent the correct replacement item, and the tracking details are as follows:

  • Reference Number: ********
  • Tracking Number: ************

  We have also spoken with **** *** ******** on the phone, and they have expressed satisfaction with the resolution. We also have coached the agent who handled the initial interaction.

  Thank you for your attention to this matter. 

  *****

  Customer Answer

  Date: 08/05/2024

  
  
  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,
  
  
  
  **** **** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/29/2024

  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 placed a $1473.56 order with Sonic Electronix on 7/2/2024. On 7/4/2024 I received a notice of shipment. *** ** notified me of delivery on 7/9/2024. When I got home from work, no package from Sonic Electronix was delivered. I contacted *** ** to confirm address. *** ** told me the address they delivered to, and it was not my address. Contacted Sonic Electronix thru support request. On 7/10/24 I got an email that said they got the service request. It said to give them 24/48 hrs. I have called Sonic Electronix several times for an update and have gotten nowhere. Sonic is putting blame on *** **. When in fact Sonic put the wrong delivery label on my package. This is my opinion on what needs to be done; either refund my money or refill my order. Now to my mistake, I put 79 on my house number, where it should have been 70. My house is 70 the Nextdoor is 110, should not have been an issue we receive packages from *** ** frequently. The address on the shipping notice from Sonic was correct except for house #, the notice/tracking I got from *** ** of delivery was way off ( it showed a town at least an hour away from mine). Any and all help in this manner would be greatly appreciated. I don’t feel like I should be out money and a product when the company obviously shipped it to the wrong town.
  Thank you, ***** ********

  Business Response

  Date: 07/29/2024

  Hello ***** and BBB,

  
  

  We have been trying to reach ***** ******** since last week to provide an update, but we have not been successful in making contact. There is an ongoing ***** claim under ***********. After coordinating with our shipping team and having several conversations with ****** we have determined that the courier delivered the package to the wrong address based on the evidence provided.
  
  ***** has confirmed that they will honor the claim, but it is still in process. We assure you that we will refund the customer within the next 24 hours.
  

  
  

  Thank you!

  
  

  *****

  Customer Answer

  Date: 07/29/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/18/2024

  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.

  I recently purchased a complete amp and sub package 5-25-2024 regarding the subwoofer I purchased it was the nvx vcw 122v3 I received the nvx vcw 122v2 which isn't even advertised on the website so I called the morning after receiving the wrong speaker and what seemed like it was going to be an easy exchange is not I'm writing this review on 6-18-2024 and still have not received my speaker I've called twice and returned the speaker to the business with being promised the correct one I ordered which is 189 dollars.
  I have not been provided tracking information and the customer services rep stated"once we receive the return we will ship out the correct product immediately." If phone calls are in fact recorded I would like the recording investigated

  Business Response

  Date: 06/26/2024

  Hello *****!

   

  I have been in communications with Luis and we already sent his replacement order.

   

  Thank you!

   

  Customer Answer

  Date: 06/26/2024

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/11/2024

  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 received my item damaged. Started a return and its been a month waiting to be approved to send it back for a refund but there have been no updates or any kind of resolution. Every time I call I'm told ill receive an update but never do. I'm sitting here with a damaged product that I cant use and out a $1000 that I could use right now.

  Business Response

  Date: 06/13/2024

  Hi ******

   

  Return and refund has been processed for the customer - spoke to him directly and he is satisfied.

   

  Best - 

  *****

  Customer Answer

  Date: 06/13/2024

  
  
  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. ***** resolved my issue very quickly and I am satisfied.
  
  
  
  Sincerely,
  
  
  
  ******** ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.