Complaints

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

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• 

  Bose Corporation

  100 The Mountain Rd Framingham, MA 01701-8833

• 

  Bose Factory Store

  1800 Military Rd Niagara Falls, NY 14304

• 

  Bose Factory Store

  1025 Hess Dr Avondale Estates, GA 30002

• 

  Bose Corporation - ElectroForce Systems Group

  10250 Valley View Rd Ste 113 Eden Prairie, MN 55344

• 

  Bose

  2200 Petaluma Blvd N Ste 530 Petaluma, CA 94952

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:06/16/2025

  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 am submitting this complaint regarding an unresolved issue with Bose Corporation involving the repair and subsequent mishandling of my Bose Soundbar 500. On March 25, Bose confirmed receipt of my Soundbar 500 at their repair facility and stated the repair could take up to 8 weeks. I was told I would be notified when the repair process began. On May 15, I contacted **** customer support regarding status of repair. The representative could not provide a repair status but said the matter would be escalated. I followed up again on June 4 with customer support and was told the repair was nearing completion and that I would be notified once the unit shipped. On June 10, I received a shipment from Bosehowever, it contained a Bass Module 500, not my Soundbar 500. I immediately contacted Bose support to let them know they shipped the wrong product. A representative informed me that they were unable to locate my soundbar and it may be lost. I was instructed to email photos of the incorrect item and shipping label to ************************** Over the next 24 hours, I attempted to send these documents multiple times, but all emails failed due to the recipient mailbox being full. I called customer support again on June 11 and was directed to use the online chat to submit the photos. The chat agent confirmed receipt and stated I would receive a resolution within 2448 hours. After 65 hours with no response, I contacted Bose support once more. I was told the case would be reopened and escalated to the highest level. As of June 16, Bose has failed to return my original repaired Soundbar 500 or offer a satisfactory resolution. I have encountered poor communication throughout this processincluding unfulfilled escalation promises and a general lack of follow-up.

  Business Response

  Date: 06/25/2025

  6/25/2025
  
  This letter is in response to Complaint No. 23474336, dated 6/16/2025
  which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products
  and service to its customers and enjoys a fine reputation for customer
  satisfaction.  In the spirit of customer
  satisfaction, our Global Escalation Manager contacted the customer and had a
  productive telephone conversation with her. 
  It is our understanding that the matter was resolved, and the customer
  is satisfied.  Bose now considers this
  matter closed.  We encourage the customer
  to contact Bose, at (508) 879-7330, should she have any further questions or
  concerns.
  We hope the customer will continue to purchase
  and enjoy Bose products.  

  Customer Answer

  Date: 06/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23474336. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Thank you,
  J. Kellerman

• Initial Complaint

  Date:06/11/2025

  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.

  I have a family of 4. We currently own two tv sound bars, 4 pairs of quiet comfort earbuds and 2 pairs of over the head earphones. The earbuds were all purchased in the last two years. My daughter and I both received dead on arrival earbuds and I also received dead on arrival quiet comfort blue headphones- I returned those because they were also very uncomfortable. Im now looking at my THIRD replacement for my defective Quiet Comfort earbuds in little more than a year- this pair lasted 5 months. I only use my earbuds at night for meditation- I am not hard on my buds at all. They stay on my nightstand. Not having them for the 2-3 week turnaround time to get them warranty covered has now cost me almost two months of not having my earbuds. The last time they broke they wouldnt replace them with the blue even though thats what I already had and they showed in stock on the website- I had to take a boring grey. I want my money back so I can buy earbuds that actually work reliably. The final straw is my husband offered to let me use Quiet Comfort Earbuds while I wait on mine to be replaced. His are now defective as well. He only uses his on planes for travel- barely 50 hours worth of total use in the last two years. He charged them two days ago, did not use them and the battery is just dead-the charger is fine. Thats $300 for 50 hours of use. I purchased directly from the Bose website.The weird thing is my headphones from 2016 Quiet Comfort 35s are going strong! They just are not suitable for laying on my pillow. These products have become ******* quality junk and Im tired of playing the replacement game with them. I just want my money back so I can buy reliable earbuds and to be done with this company.

  Business Response

  Date: 06/25/2025

  6/25/2025
  
  This letter is in response to Complaint No.23453101, dated 6/11/2025
  which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products
  and service to its customers and enjoys a fine reputation for customer
  satisfaction.  In the spirit of customer
  satisfaction, our Global Escalation Manager has attempted to contact the
  customer by both phone and email unsuccessfully. We encourage the customer to reply
  to our email as we are committed to helping with a satisfactory resolution. We
  encourage the customer to contact Bose, at (508) 879-7330, should she have any
  further questions or concerns.
  We hope the customer will continue to purchase
  and enjoy Bose products.  

  Customer Answer

  Date: 06/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23453101. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Jennifer Liebmann

• Initial Complaint

  Date:06/10/2025

  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 am submitting this complaint due to repeated failures by **** customer support to correct the warranty status of two Bose Soundbar 550 units I purchased from *********** on March 1, 2025. Despite multiple chats and follow-ups, the warranty continues to show as expired in my Bose account, which is incorrect.Product Details:Soundbar 1: Serial #***************** Soundbar 2: Serial #***************** Purchase Date: March 1, 2025 Retailer: *********** Expected Warranty Coverage: Until March 1, *********************************************** early June 2025 and was told to email ************************** This email address is invalid and undeliverable. After no response, I reached out again via chat on June 10, and support confirmed that the warranty had been corrected. However, when I log into my Bose account, both soundbars still reflect "Out of Warranty" status.This has now become a pattern of misinformation and poor service. I have attached proof of purchase for both units and simply request that the warranty expiration dates be updated to reflect the correct 12-month period from the date of purchase.Requested Resolution:Update warranty expiration to March 1, 2026 for both devices.Provide written confirmation from *********** internal customer service processes to avoid ***************** a long-time customer, I am disappointed with the lack of support. If this issue is not resolved promptly, I will consider further action with relevant consumer protection channels. Thank you for your attention to this matter.

  Business Response

  Date: 06/13/2025

  6/13/2025
  
  This letter is in response to Complaint No. ********, dated 6/10/2025 which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction.  In the spirit of customer satisfaction, our Global Escalation Director contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is satisfied.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should he have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/10/2025

  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 placed an order for a pair of headphones with Bose on May 29, 2025. According to tracking information, the package was marked as delivered on June 4, but I did not receive it. I immediately reported the issue to Bose the same day.Since then, *** has investigated and confirmed that the item was indeed not delivered to my address. Despite this confirmation, Bose informed me that I must wait until June 17 just for an update. As of today, I have not received a replacement or definitive resolution.I find this delay to be unreasonable, especially considering *** has verified the package is missing. I have cooperated fully with all steps in the investigation process, and I believe Bose should not delay further.Desired Resolution:I am requesting that Bose immediately send a replacement for the missing headphones. I do not want a refund only the product I paid for delivered without further delay.

  Business Response

  Date: 06/20/2025

  6/20/2025
  
  This letter is in response to Complaint No. ********, dated 6/10/2025 which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction.  In the spirit of customer satisfaction, our Global Escalation Manager contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is satisfied.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should he have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

• Initial Complaint

  Date:06/09/2025

  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 received a gift on May 5, 2025, a pair of Bose Soprano Headphone Sunglasses. I unsealed the package on June 7, 2025. I followed the Bose instructions: downloading their app to activate my product for first-time use. The product did not work. I searched the **** website for information and contacted customer service on 6/7/25 when I was instructed to purchase another Bose product to resolve. I was told that since I received the item as a gift, that **** will use the manufacturing date as the start of my warranty period. This is not outlined in their warranty posted on their website nor was it on the product packaging. (*******************************************)I contacted Bose again on 6/8/25 by chat and, per Bose advice, connected the product to my computer to check for a software update. The product showed "up-to-date" and again I was offered to purchase another product from **** to resolve. I asked if they could send me a new charging cable to try to resolve, but I was denied. The representative informed me that the product was discontinued and they no longer support the product. On 6/8-9/25, I contacted Bose through ******** Messenger when I requested warranty information and where the warranty outlined that it begins at manufacturing. The agents refused to answer me. I explained that the USA has laws about deceptive business practices and asked again where on the package is a customer informed that the warranty begins at manufacturing so they could be an informed buyer. I eventually was sent a link to their website where the warranty is posted. The **** written warranty policy does NOT state that the date begins at manufacturing. The warranty also does not require a receipt, which I do not have as this was a gift. The warranty DOES extend to recipients of gifts, however Bose refuses to honor their warranty. This product was discontinued, which tells me that **** is also aware of known issues with this product that they deceptively continued selling.

  Business Response

  Date: 06/13/2025

  6/13/2025
  
  This letter is in response to Complaint No. ********, dated 6/9/2025 which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction.  In the spirit of customer satisfaction, our Global Escalation Director contacted the customer and had a productive telephone conversation with her. It is our understanding that the matter was resolved, and the customer is satisfied.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should she have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

  Customer Answer

  Date: 06/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/05/2025

  Type:Delivery 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.

  **** has advertised free 2 day shipping and continued to ship ground shipping speed and not fulfill the advertised service. This has been going on for almost a full year and Ive experienced it twice now.Their customer service argues the fact claiming shipping speed is part of the order processing time and ground packages are delivered in 4-7 business days. This is misleading and I consider it a fraudulent advertisement.

  Business Response

  Date: 06/10/2025

  6/10/2025
  
  This letter is in response to Complaint No. ********, dated 6/5/2025 which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction.  In the spirit of customer satisfaction, our Global Escalation Director contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is satisfied.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should he have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

  Customer Answer

  Date: 06/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:06/04/2025

  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.

  Absolute disrespect & malicious behavior by bose toward this former future long term customer simply trying to purchase Noise Cancelling EarBuds for my special needs son. On May 21 2025 i made an online purchase thru bose for ****** after 10% discount, i made a mistake and entered the wrong card and immediately chatted to **** customer dis-service PLEASE HELP & simply edit payment to correct card OR cancell order & help me place new order with 10% discount. This has been a 15 day nightmare so far, with dozens of multi hour chat & phone contact and always getting promised to escalate to a special team who would resolve it promptly & contact me within 24 hours. So far 15 days & NOT ONE CONTACT by **** CORPORATE. ********* bose, you lost a brand new customer over greedy inability to help a customer resolve what should have been 2 minor issues. I told them i would contact BBB if needed and yes it was needed indeed.

  Business Response

  Date: 06/10/2025

  6/10/2025
  
  This letter is in response to Complaint No. ********, dated 6/4/2025 which was submitted to the Better Business Bureau and Bose Corporation.  
  Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction.  In the spirit of customer satisfaction, our Global Escalation Manager contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter is being resolved, and the customer is satisfied.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should he have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

  Customer Answer

  Date: 06/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:   Yes if bose follows thru as they now sway, then i agree they have finally resolved this customer *********** issue.  Here is a copy of bose & my email communication record as i told them i would be forwarding these to you. Bose Support - Your case ID ********
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  Specialty Support <*********************************>
  Mon, Jun 9, 2:00?PM (1 day ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  
  Hi ****.
  
  I am just reaching out to you on behalf of the **** **************** regarding your recent experience with Bose customer service.
  
  Firstly, I would like to apologise for the experience you have had. We pride ourselves on our customer service and it is clear that we have failed you in this instance. I thank you for bringing this to our attention and it will be thoroughly reviewed with feedback being given to the agents involved. While it is generally true that the 10% off codes are automatically generated when you create an account, the agents in questions should have offered to place a new order for you and apply the 10% discount to the order, which they have the empowerment to do.
  
  I can also see that a full refund for your order cleared our systems on 06/03, and I have attached the proof of this to this email for your records. Please note that this can take 5-7 working days form this date to show in your account, if you do not see it in your account within that time frame, please do not hesitate to let me know. A return was also initiated on your order on 06/01 but this label has not been used yet. If you would prefer to keep the earbuds from this order, please feel free to do so with our apologies for what has happened. You will not be charged for them.
  
  As we only have a limited time to resolve BBB complaints, please let me also know if you are happy for me to close it off from our end as resolved. If you would like to discuss this further, please feel free to respond to my email, or let me know the best day time to give you a call and I will endeavour to do so.
  
  Kindest regards,
  *****
  BOSE
  Global Resolutions Team                                                                                           ///////////////////////                                                                                                                                                                                                                                                   To bose nonsense team. Clearly most of your staff, inclusive of the
  writer i am responding to are incompetent idiots, ( i use this term in
  its legitimate meaning & not to be derogatory in any way as it is
  completely factual, excepting the 2 kind agents on my final day of
  chat & phone who were empathetic, this is an accurate depiction of ALL
  other bose employees including yourself who who do not even grasp
  basic facts that i never received the EarBuds & the order was
  cancelled the same day, 15 days prior to refund & no one Ever respond
  until AFTER BBB COMPLAINT ). Even after a thorough review because of
  my complaint to the BBB Better Business Bureau, bose does not have a
  grip on facts. Shame upon bose lack of comprehension. NEVER have i
  received the EarBuds so How would you even state i could keep them ?
  The only reason i clicked RETURN ITEM on the website order was because
  no one at bose was responding & i did not have any other course of
  action other than contacting BBB, so i hoped it would start some
  action. However all it did was cause you to ****** yourselves &
  falsely portray i had them to return, but no, i was trying to activate
  bose to return my money for a cancelled order that you can clearly see
  in your own tracking was stopped shortly after leaving bose, DAYS
  AFTER ORDER WAS CANCELLED, and Never reached me Ever. Do not act all
  gracious when you know bose has been nothing other than greedy,
  selfish & unfriendly toward this once promising long term customer. My
  son never got the bose EarBuds i had promised him, all because of bose
  nasty way of acting as if only bose matters, well the customer
  matters, otherwise bose would cease to exist. I know you self adoring
  bose employees who treated me so badly, believe you are too big to
  fail, however ************* and PanAm, ALL thought that as well.
  Hopefully bose fails due to this widespread customer *********** also.
  Sincerely, **** Bennett   ...   ( a copy of this letter will be
  provided to the BBB )
                                Specialty Support 
  Mon, Jun 9, 3:46?PM (1 day ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  
  Hi ****.
  
  Thank you for your reply and the clarification that the order was never received. With the complexity of your case, I did miss that part and assumed that as a return was initiated that you had received the order, which was my error.
  
  Going forward I would be happy to offer you a Free of charge pair of earbuds for your son and to restore some faith in Bose as a company. Please let me know if you would be happy for me to send these out and I will do so with expedited shipping.
  
  Kindest regards,
  *****
  BOSE
  Global Resolutions Team                                                 ////////////////////////////////////////////////////////////                                                                                                                                                                                                                                                                       Hello Arron @ bose Global Resolutions Team. Thank you for sensibly seeing this for the facts, and admitting imperfections, as i too did with the mistake i made of having my incorrect card listed on initial purchase. You & only 2 others, one chat & one phone, were empathetic in any way to my plight. I contacted **** immediately just to change payment only. And no one helped & all of them said they were unable to put the original 10% on my new order, so i was forced to go 15 days and ultimately contact BBB for help as they do help when there is no alternative. I hope you see how truly stressful this has been in what should have been simple. The original order could have been modified that night, but above all it could have been stopped. To force shipping recall and still no contact multiple times over 15 days is beyond unprofessional, and made me feel so helpless. I wasted literally dozens of hours trying to resolve this over the multiple weeks, and yes i do believe my son deserves the bose EarBuds i showed him in a picture and promised him were on the way, so i accept your offer to send them to him free of charge. Finally i feel vindicated in my efforts here to find resolution.   Sincerely, **** Bennett   ...   
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  THANK YOU BBB   !!!
  
  **** *******

• Initial Complaint

  Date:06/03/2025

  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.

  My order number is B002619956. This order was placed with someone who is handicap and needed help, and Bose did not entirely support him in the way was needed. I helped him and he returned the A30 headphone, and it was sent back to him a few weeks later. I called bose and requested to return it again, and they sent me a shipping label that ended with 149. The 149 label was already used and was not able to be used again. They then sent a label with tracking number 1Z4019RY9097287885. This was a direct label from *** email, not from ****. It was return to ******** on May 12th and Received By: ********. The package is 2.7 pounds. A refund has still not been given. Just to explain once more...Requested to return, we called to verify, in we were told the A30 was not delivered. Supervisors did a investigation, and found it was NOT returned, which was CORRECT. We spoke to *********** did not get back to us, BUT we received the A30 two days after.We called Bose, and explained we now have the A30 and need to return, they sent us the same label ending with 149 BUT we were not able to use it because already use.Bose sent a label, that was sent by *** email, that was the new tracking number (maybe not attached to our account) ******************. Item was delivered May 12. Everytime I contact Bose they are not understanding what I'm saying, they are saying that investigation already ended and showed that it was not delivered, and they are CORRECT, but it was delivered correctly again and shown as delivered.

  Business Response

  Date: 06/10/2025

  6/10/2025
  
  This letter is in response to Complaint No. 23414787
  dated 6/3/2025, which was submitted to the Better Business Bureau and Bose
  Corporation.
  Bose is committed to providing high-quality
  products and service. We have thoroughly reviewed this matter, including prior
  related contacts, and have communicated directly with the customer. Based on
  the information available and our internal findings, no further action will be
  taken.
  We consider this matter closed. Should the
  customer have additional questions, they are welcome to contact us at (508)
  879-7330.
  We appreciate the opportunity to respond and hope
  the customer will continue to enjoy Bose products.

• Initial Complaint

  Date:06/03/2025

  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 sent my Bose A20 headset in for a repair and it was delivered to them on May 9, 2025. It was supposed to be a quick turnaround and that never happened. I marked the box the way I was supposed to for that. In fact, I just got off of the VERY noisy background customer service call with the *** saying he doesnt know where it is and that it might take a while to find it plus the 20 days for repairing it timeframe. This headset was less than a year old and I paid around $1200.00 for it and it already had a wording issue. I bought a new A30 before I sent my A20 in. My son is in the *********************** and has been waiting to use this. He now left for his second trip, this time to ********, with no Bose headset. Im very disappointed. My name and info was written on the box and I sent it to the address I was told to send it to by your ***.Again, Bose is usually better than this. Did something change in the quality of the product and the customer service of the handlers of the product? At this time I believe I will be going back to another brand next time I buy.

  Business Response

  Date: 06/20/2025

  6/20/2025
  
  This letter is in response to Complaint No. 23413526 , dated 6/3/2025 which was submitted to the Better Business Bureau and Bose Corporation.  
  **** is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction.  In the spirit of customer satisfaction, our Global Escalation Director contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is satisfied.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should he have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

• Initial Complaint

  Date:05/19/2025

  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 sent in my Bose Soundbar 500, Bass Module 500, remote, power cord, and HDMI cable for service. When my return package arrived, only the soundbar was included. The Bass Module 500 was missing, and I have been in contact with Bose about this issue for over a month.They agreed to send me a replacement remote, power cord, and HDMI cable, but they claim they do not know where the Bass Module 500 is. Despite numerous phone calls and follow-ups, I am continuously told the case is on a high priority list and has been escalated yet no real progress is ever made. I am always told to wait another 48 hours, only to get the same response when I follow up.Bose has failed to communicate with me unless I reach out first. I have not received any proactive updates via phone or email. I believe I have given them more than enough time to resolve this issue. I feel I am being given empty reassurances while my property remains lost.I am seeking a full replacement for the missing Bass Module 500 or a refund for the value of the unit.

  Customer Answer

  Date: 05/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *********