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:10/02/2023

  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 500 watt JL Audio mono block amp from Sonic. I hooked the amp up in my Tesla to a single 10" sub I had. The amp provided very little power to the sub. I contacted Sonic to return the amp, which was subsequently denied. I then asked for a simple exchange, denied again. Their hassle free warranty is ridiculous. I see no point in offering a warranty if a simple claim is denied.

  Business Response

  Date: 12/29/2023

  Hello ******

   

  We appreciate the opportunity to address the customer's concerns regarding the declined return. Our decision aligns with our return policy, clearly outlined here ************************************************ citing signs of use as specified in the terms agreed upon at the time of purchase - 
  
  Conditions leading to refusal include:
  
  Signs of use, installation, or damage.
  Removed or tampered tags, stickers, or labels.
  Missing parts or damaged packaging.
  Different serial number.
  Physical damage from drops, liquid, or mishandling.
  Improperly packaged returns.
  Used subwoofer enclosures and speaker boxes.
  Blown, punctured, or fried speakers, subwoofers, and amplifiers.

  
  We have communicated this information to the customer and sent an apology email and have not received any further response since. 

   

  Thank you,

   

  *********

• Initial Complaint

  Date:09/14/2023

  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.

  Ordered a pair of speakers that were not shipped on time and was given a lame warehouse excuse. I was not home to get the delivery and was supposed to be signature required. Never received my speakers and can’t talk with fed ex because out has to be done by the shipper. Long story short is I was charged for speakers I never received and they refused to work with fed ex claims to get me a refund. Never shop with these people. Better off throwing you cash in a trash can. Zero customer support and could care less if you get the items you paid for

  Business Response

  Date: 12/15/2023

  Hello ******

   

  To update, we have spoken to this customer recently - his claim has been won and this has been resolved. Our claims and returns team sent him emails last October 18, 2023 to update though he was not able to read them. Our team spoke to him yesterday and was able to update him on the matter and he's satisfied. 

   

  Thanks and regards!

   

  *********

• Initial Complaint

  Date:08/28/2023

  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.

  ORDER#********
  5/09/2023
  I placed an order for audio equipment, specifically to receive the VIP offered benefits under their VIP program, to lower the overall cost of the equipment. That was over 3 months ago.
  Terms are available here: ******************************** at the bottom of the page under the VIP guarantee tab.
  
  This seems to have been a bait and switch as I held up the consumer end, Sonic then did not follow through on their end of the (VIP) guarantee. I never received my $100 worth of "Sonic Bux". I have reached out to the business several times with a promised resolution that has still not happened. Due to their false advertisement, my lost time, productivity, and the added expense this has cost me I am now seeking a $200 store credit.
  
  I have given them MORE THAN enough time to fix this, and they just keep kicking the can down the road... They make an absurd claim that you must wait 60-90 days before even reaching out and asking for your Sonic Bux if it is not credited to your account, I waited longer than 90 days before I reached out using their support system. They emailed me back and said it was fixed. I tried several times after they claimed to have fixed the issue, but it was still not resolved. I then emailed again after an appropriate time period, I was ignored for almost 5 days, then received an email pushing me off to some other clown... That employee never followed up once, resulting in me sending TWO more emails that were also ignored. The last email explained a very specific path to resolution and a time frame before I escalated the situation to the BBB, this was also ignored. This is very frustrating and undeserving for any customer, but especially worse when I have been a customer for almost 15 years.

  Business Response

  Date: 12/15/2023

  Hello ******
  
  
  

  We recently just credited an additional 100 Sonic Bux to this customer's account as indicated in his filed complaint. I've also left a voicemail and an email to inform him of this progress, 

   

  Thank you,

   

  *********

  Customer Answer

  Date: 02/21/2024

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

   

  ---------- Forwarded message ---------
  ***** **** * ***********************
  

  HELLO!!

   

  Again, I have not received yet another response, and yet ANOTHER TWO MONTHS have passed!!!

   

  This is insanely beyond ridiculous that it takes you a year to resolve the simplest issue and this is why people flock to other places for their audio equipment.

   

   

  I STILL DO NOT HAVE A RESOLUTION!!! 

   

  Regards,

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

  
  
  
  
  

  Business Response

  Date: 03/08/2024

  Hello ******

   

  I hope this email finds you well. I am writing to inform you about the resolution of the BBB complaint filed by customer ***** ******** *ID: **********
  
  As per *** ********** request for a $200 compensation, we have processed this in the form of credits, which were deposited into his account on December 15, 2023. However, despite numerous attempts, we have been unable to establish direct contact with him through the provided phone number.
  
  To ensure accurate communication and confirm the validity of the contact details, we kindly request your assistance in verifying *** ********** phone number. We have also communicated with him via email, but additional verification would greatly aid in resolving any remaining concerns.
  
  Thank you for your cooperation and assistance in this matter. We value your commitment to ensuring fair resolutions for all parties involved!
  
  

  Customer Answer

  Date: 03/08/2024

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

  They are again, as usual being dishonest. I have sent over 4 emails since being notified the credit was issued (4 months ago) asking how to use and where to find the credit, as it CLEARLY still does not show in my account. They are ignoring my emails because the credit probably doe snot exist, or else it would show in my account or when I go to check out and click "apply credits".

  They refuse to respond to the question and wait MONTHS to even attempt to reach out, while still ignoring my direct questions.

  They have NEVER not been able to contact me through the methods I have put forth. It is very simple to answer a question in an email, instead they reply with more SPAM and ignore the content.

  I think its time to get the States attorney Generals office involved again, I should have just followed through with the civil suite a years ago!

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

• Initial Complaint

  Date:05/25/2023

  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 placed an order *********** directly from the company's
  website as I have done before. After a few weeks I started to
  initiate contact with them via email and simultaneously they
  placed the product on back order and gave some general
  excuses when the aforementioned is thought to be true. I
  reached out again a few weeks later as they indicated I
  should if I had not heard back from them. I basically
  received the same responses. I decided to contact the
  manufacturer of the product "Dynamat" to ask them when
  backorders would be released. They seemed confused
  because they had plenty of material available. They took the
  initiative to contact Sonic Electronix, who then ordered the
  product from the Manufacturer on 05/08/2023. Dynamat
  shipped the order to Sonic Electronix on 05/11/2023 and
  confirmed the order arrived to the destination several days
  later. I have reached out via email to sonic electronix and
  because they would not answer located their CEO's email
  ********* ****** and sent status update request to him as
  well. Neither are responding. This order has been paid by
  their third party vendor ACIMA, whom I established a line
  of credit with and am making ACH payments as agreed.
  Sonic Electronix is paid in full. I have reached out to them
  on these dates, 4/14/2023, 4/17/2023, 5/02/2023, 5/24/2023,
  5/25/2023.

  Business Response

  Date: 12/19/2023

  Hello ******

   

  I wanted to update you on this customer concern we addressed. Following our investigation, we have issued a full refund and provided the customer with $50 in Sonic Bux as compensation. We have not received any further complaints and remain committed to customer satisfaction. Thank you for your continued support.

   

  *********

• Initial Complaint

  Date:05/23/2023

  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.

  Last week I placed an order for a subwoofer box for my car. I paid $200 for it. Several days later, I received the item in damaged conditions. Sonic Electronics didn't package the item correctly and the item was damaged during shipping. For example, they didn't secure the packaging. The 65lbs box was inside a cardboard box that had absolutely no protection to it. They are now inconveniently forcing me to file a claim with FedEx, which I don't believe is FedEx fault because of Sonic Electronics negligence to package the item correctly with the proper writing on the box. I just want my money back and they can have the box back. I will never do business with them again and realize now why I only deal with Amazon.

  Business Response

  Date: 12/19/2023

  We assisted the customer in filing a claim, but despite it being unsuccessful, we have fully refunded the customer. No further interactions or complaints have been reported since the resolution. If you require additional information to close this case, please feel free to let us know.

   

  Thank you,

   

  *********

• Initial Complaint

  Date:05/03/2023

  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.

  4-7-23 order #******** $153.63
  4-25-23 order #******** $93.29
  Ordered 2 pair of speakers on both orders the first order was a lighted pair. I only received one pair after talking with the company and sending photos they realized I had been shorted a pair after checking inventory. After they re-sent the missing pair I was told they was on back order and it could be longer than 6-8weeks. I decided to eat that pair of speakers and take a refund on the back ordered set that I was missing. After that ordeal I ordered 2 different pair of speakers on the second order “non-lighted” since the others was out of stock.
  I once again only received 1 pair of speakers even though I purchased 2 pair. Who in shipping can’t count to 4 and why was this not addressed the first time to prevent the same issue again?
  After contacting the company again for the second order issue back to back. I sent photos proving what I received and was told they had to do an inventory check. Obviously I asked if they had plenty in stock so I wouldn’t be shorted another set if they had to be back ordered. I was reassured that plenty was available and I would definitely get this pair. While waiting to hear back from the company of course now this set is also on back order. So I am still short a pair of speakers that I didn’t receive and that I paid for. No word from the company and I have been trying to get a matching pair of speakers going on a month now… I have 44 orders with this company and been a customer since 2012.

  Business Response

  Date: 12/29/2023

  Hello ******

   

  We have engaged in direct communication with the customer and are pleased to report that we have reached a satisfactory resolution.
  
  After addressing his concerns, we took the following steps:
  
  We sent the (1) missing speaker to fulfill the customer's order and we provided store credits to compensate for the inconvenience. We also offered additional support for his future orders. If no additional steps are needed, we kindly request that you close this case.

   

  Thank you,

   

  *********

• Initial Complaint

  Date:03/26/2023

  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 placed an order for 4 items on 2/23/23. Two of the items shipped on 2/24 which was great! I got those items and awaiting the remaining 2. I reached out to sonic after waiting multiple business days of no shipping status and was told on 3/1 they would send a message to the warehouse as they could see my order was only partially filled. On 3/3 I received shipping notification and on 3/4 I received 1 more item, missing still the 4th item (rubber roller to install all these parts). I contacted sonic again letting them know and they opened an investigation with their warehouse. I received an email back a day or two later stating that they counted their inventory and are not short on their end. Stating they have enough evidence that it was mailed with that count. This is absolutely ridiculous as you can see via the FedEx tracking that they did not ship the roller since all they did was place a FedEx label on item 3s original packaging so there is no way it was shipped. I have contacted them numerous times since about this and each time never given a resolution and their ample proof is their count on their end and that does not prove it made it into my box. They could have shipped to someone else or their own internal theft/miss counts. At this point I would like a refund.

  Business Response

  Date: 01/15/2024

  Hello ******

   

  We've addressed Mr. ***** ****** complaint (ID ********* regarding a missing $7.99 Sound Dampening Rubber Roller. We've promptly credited him with $20 in Sonic Bux during the time of the complaint, well exceeding the item's cost. Kindly consider this matter resolved and, if possible, close the case. We remain committed to customer satisfaction.

   

  Thank you,

   

  *********
  
   

   

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business never told me that they credited my store rewards account anything during this issue back and fourth. I do not have that in the email chain and logging into their website here today I see no reference to a refund of any type or a sonicbux area to even spend such credit that they say was applied. I would not have had to reach out to BBB if that was the case, but now concerned why the response here is different than what I have on file. Please advise where this credit is and provide a copy of the email where you stated this as a resolution to me at that time of issue. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 01/17/2024

  Today, I had the opportunity to speak with Mr. ***** **** and addressed his concerns from his recent response. To support my previous message to his complaint, I have sent a screenshot via email detailing the total discounts provided in the form of Sonic Bux, totaling $30 and also discussed on the call about instructions how to use them in the future. I have also indicated the dates on which these discounts were applied and discussed it over the phone with the customer supporting my previous response. These resolution steps are satisfactory to *** **** as he had mentioned over our call.
  
  It came to our attention that there was a lack of communication from our end during the time of the issue, leading *** **** to be unaware of the resolution steps taken. We sincerely apologize for any inconvenience caused by this lack of communication. Rest assured, we have implemented measures to ensure that such incidents do not occur in the future. Our commitment to transparent and timely communication remains a top priority.
  
  If no further action is needed from the Better Business Bureau to close this case, we kindly request the case to be marked as resolved.

  Thank you,

  *********
  

   

  Customer Answer

  Date: 01/17/2024

  
  
  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.
  
  

  Thank you ********* from Sonix for reaching out and apologizing for communication breakdowns on their end during this initial process. Giving credit to the customer in the form of store credit but not telling the customer was the issue here, so I appreciate him showing that credit was issued, how to use it, and added an additional credit as well.    

  
  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:03/11/2023

  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 part form my truck to add a forward-facing camera and they advertised one. I placed the order for the device at a cost of 317.99. I tried to stop the order the next day because I had not received any email receipt and when I tried to look up the order on their website I could not find it. I did finally receive emails from the company stating that the order was being shipped even though I was trying to cancel the order. When the item was received the item number matched the one on their website but the item was completely different than what I had ordered. I kept requesting a refund and they kept sending me emails telling me they would send a Return Authorization number but never did. I did finally receive an RA# and a shipping label and sent the item back. I received an email stating they had received the item and would issue a refund in 3-5 business days but no refund has been issued and that was 2 weeks ago.

  Business Response

  Date: 12/27/2023

  Hello ******
  
  After investigation, we processed the return ****** * ************)  and issued a refund for this customer as requested (Attached).  We have not heard from him since this resolution.
  If you need further information or if there are any additional steps required to officially close the case, please reach out.
  
  Thanks and happy holidays!
  
  *********
  

  
  

• Initial Complaint

  Date:03/01/2023

  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.

  The company claimed a radio adapter worked with my vehicle, I ordered it and it was defective. After some research it appears the unit does not work with my particular vehicle because the factory radio does not have the ability to switch to the cd source port. Sonic Electronix agreed the there is an issue and granted a refund, the device was returned in the same state I received it. It was inspected, no damage was found and a refund was issued. However they state that they can only exchange it for another unit that will not work or give me store credit.
  
  The entire issue stems from their compatibility check and sending me a unit that does not work for my vehicle. It is untenable that a company can falsely advertise compatibility to try and bring in customers. I would like the refund sent to my original payment method as this entire issue stems from their product misrepresentation.

  Business Response

  Date: 01/02/2024

  Hello ******
  
  
  

  We have taken immediate action to address the issue. Specifically, we have already processed a refund back to the original payment method in response to the complaint. Additionally, we have communicated this resolution to *** ***** to ensure he is informed about the corrective steps we've taken.
  
  We appreciate your attention to this matter. If no further action is required, we kindly request that you close the case.

   

  Thank you!

   

  ********* 

   

• Initial Complaint

  Date:02/13/2023

  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.

  Dear Ladies and Gentlemen,
  I am kindly asking for some sort of help, because the company itself doesn´t call me back and I don´t know what to do anymore...
  09/15/2022 _ I ordered a radio, when it arrived, it did not work, so I sent it back on 09/26/2022
  11/26/2022_Since it is their policy to only give a store credit or send a replacement for defective items , I did order the replacement.
  12/11/2022_In the meantime I had ordered another radio for my car. Since I was under the impression, that this would be e regular return, covered under 60 day no hassle refund-policy, I send it back in the unopened boxes.
  01/09/2023_I have asked customer service when to expect my refund. No response...
  01/22/2023_ After asking again, they replied "since the original return has been a defective item, I can only get a store credit again or a replacement.
  
  But that doesn´t make any sense because it means I will never get that money back. They only offer car stereos and such, which I only need when I buy another car which is not in the near future. Especially after that horrible customer service I had to experience.
  
  If there is anything you can do to help with this problem, it would be greatly appreciated.
  We are talking about nearly $400.
  
  Thank you,
  Best regards,
  **** ******************** 

  Business Response

  Date: 12/29/2023

  Dear ******
  
  Upon sending the replacement item, Ms. ******************** opted to return it for a refund to her original payment method, citing a purchase already made from another vendor. Our adherence to the warranty policy led us to process a refund in the form of warranty credits, allowing her to utilize them for her next purchase or preferred replacement. Despite her preference for a refund to her original payment method, a careful review of the situation led us to decline this request.
  
  Additionally, we'd like to highlight that she has already utilized the provided warranty credits for that order for another purchase placed in April. No further communication has occurred since. Kindly update the case status accordingly. If no further information is needed, we kindly request closing the case.

   

  Thank you,

   

  *********