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

  800 Highway 400 S # 370 Dawsonville, GA 30534

• 

  Bose Corporation

  200 Carolina Pines Dr Blythewood, SC 29016

• 

  Bose Factory Store

  6699 N Landmark Dr Ste C105 Park City, UT 84098

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:11/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 28 May 2024, I purchased a set of Bose earbuds for my husband's work-related travel and at-home duties. Within one month of use, one of the earpieces began to emit static interference, severely impacting his ability to hear and communicate with his co-workers and employer(s) effectively. As a military and civilian aviator, it is crucial to have a quality set of audio equipment so that work-related duties and responsibilities are completed without issue. We did not receive the Earbuds until June 13, 2024 and use of the equipment did not begin until Juneteenth. By the middle to end of July 2024, the static interference had set in and did not appear to resolve, either with simple discontinuation of use or with the assistance of basic Bose troubleshooting with technician assistance. I reached out to Bose in early August and was provided direction regarding the warranty process, to which a representative provided me with a *** Return Label. However, the representative was not too sure of when the 90-day return policy went into actual effect as the equipment did not arrive until over two weeks after the order was originally placed. They did however, assure me that once the earbuds arrived to Bose, that a new replacement set would be sent immediately; at no point, did the representative mention anything about an inspection, or any other requirements needing to be met prior to the exchange of a new set of equipment. The same day I received the label, I turned it in to be shipped. However, after weeks of receiving no update, I reached out to Bose to inquire about the status of my return - unresponsive. Three and a half months later on 14 November, the product was received; NO COMMUNICATION FROM BOSE AT ALL!! Instead, on Thanksgiving Day, we received five copies of the same email stating that the order was modified/cancelled.Bose has my money, defective product; but NO customer service or communication skills that justify the high price of subpar equipment.

  Business Response

  Date: 12/04/2024

  12/4/2024
  
  This letter is in response to Complaint No. ********, dated 11/29/2024 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 pleased.  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.  

• Initial Complaint

  Date:11/29/2024

  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.

  Dear *** or Madam,I placed my order (Bose Reference# B001890868) through Bose trade up program on Nov 8th, 2024, and I shipped back my original headphone on the same day with **** provided *** shipping label (1Z41773E9198720645). My original headphone was delivered to Bose Canada on Nov 11, 2024 according to the ************. I did not receive any update since then.I contacted Bose Canada via chat multiple times to raise my concern, but other than telling me to wait and everything is fine, and they have confirmed that they have received my original headphone. On Nov 29, 2024, I received an automated email from Bose Canada to remind me to ship my original headphone which I already did on Nov 8th, 2024. I paid $463.19 and shipped back the original headphone, and I demand *********** to ship my product as soon as possible.

  Business Response

  Date: 12/11/2024

  12/11/2024
  
  This letter is in response to Complaint No. ********, dated 11/29/2024 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 via email and has resolved the concern.  It is our understanding that the matter was resolved, and the customer is pleased.  Bose now considers this matter closed.  We encourage the customer to contact Bose, at **************, should they have any further questions or concerns.
  We hope the customer will continue to purchase and enjoy Bose products.  

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Bose sent me an email on December 5, 2024 and informed me about the courtesy 20% refund on my order, but I did not receive it. Email attached below. 

  From: Specialty Support <*********************************>
  Sent: December 5, 2024 10:21 AM
  To: ******************************* <*******************************>
  Subject: Urgent BBB complaint ******** ******** *** - Order B001890868
  
  Hello Xiaozhou,
  
  Im a member of the Global Escalation support team at ****, contacting you regarding a recent complaint for your exchange order B001890868. I was unable to reach you when calling earlier today on **************.
  
  Our order management team has confirmed that your replacement headphones are currently in transit to you with Purolator tracking # VXA105014902, estimated for delivery on Monday 9th December.
  
  We apologise for the delay in completing this replacement order. To compensate, I have processed a courtesy 20% refund on your exchange, totalling $92.64 CAD. This should reflect on your card statement within a maximum of 5-7 business days.
  
  Please let me know if you have any further questions or would like to discuss in more detail on a telephone call. I will be available Monday to Thursday next week any time before 2pm ET.
  
  Kind regards,
  
  ****
  BOSE Global Escalations Team
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Xiaozhou

   

   

  Business Response

  Date: 01/07/2025

  1/7/2025
  
  This letter is in response to Complaint No. ********, dated 12/17/2024 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 pleased.  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:11/23/2024

  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.

  I ordered a pair of Bose QuietComfort Ultra headphones on 11/8/24. They were "delivered" on 11/11/24, but I did not receive them. Upon reviewing the proof of delivery photo, I discovered that they were delivered somewhere else besides my house, and mine was not the one pictured. My driveway and door cameras back this up; no deliveries were made the day of, the day before, or the day after. I do not recognize the house in the photo and have no idea where it is. I initally contacted Bose on 11/12/24 and they said they would open and investigation and had "raised it to the highest priority," but in this whole mess Bose has never once initiated any of the communication. There has never been a single email to to update me on the status of the investigation or no ask questions or to offer a timeline of a resolution. I contacted *** myself and they were just as unhelpful, saying only that "there is a proof of delivery photo, we did our job" while completely ignoring the fact that it was delivered to the wrong house. I have contacted Bose customer support 5 times now, and every single time I get the same auto-generated pleasantries that have nothing to dow with my case, and when someone finally uses their own words ti quickly goes right back in to things like, "rest assured assured, your satisfaction is our highest priority and we are happy to solve this case for you." Verbatim responses from different agents every time. Last time I spoke to someone at Bose, I told them I did not want to deal with this nightmare anymore and didn't even want the product because Bose has been so terrible. I just wanted a cancellation and refund. I finally got the guy to do *something* and he gave me a "cancellation request number" of ********. When I asked for clarification whether that was actually a cancellation or just a request to someone else to cancel the order, I received no response. And several times, the chats have just disconnected due to inactivity while I'm just waiting for them.

  Business Response

  Date: 12/11/2024

  12/11/2024
  
  This letter is in response to Complaint No. ********, dated 11/23/2024 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 via email only, per the customer request. After a thorough investigation, weve found no discrepancies in our records or that with our carrier that would indicate an error or fault on our part.
   As part of our standard process, we verified the relevant order and shipping details which were consistent with the information provided during the transaction.Based on our review, we consider this matter resolved and are unable to take further action at this time.
  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: 12/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I cannot fathom how Bose considered this matter closed. I paid for a product that was never delivered to me. I have proof that it was misdelivered, which I submitted in my complaint. Bose and *** need to solve this problem together but I as the consumer should NOT bear the cost of the mistakes that led to me not receiving my order. It is the holidays and money is tight already, so to have one of the gifts I ordered for a family member not only not show up but then never get the item replaced or even get my money back is absolutely unacceptable. Regardless of whether Bose considers this matter closed, I absolutely do not and I will continue being a persistent thorn until this matter is resolved. I cannot just accept losing $400 when the mistake had absolutely nothing to do with me. Please immediately refund the full amount paid for this order to AfterPay so they can refund it to me.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Steph

   

   

  Business Response

  Date: 12/17/2024

  12/16/2024
  
  This letter is in response to Rejection/Complaint No. ********, dated 11/23/2024 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.  We understand the customers concern and our facts behind this case as well. We invite the customer to contact us directly to further discuss this matter. 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:11/20/2024

  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.

  The **** website is highly misleading and is clearly done in a way to hide their policies when customers are deciding to make a purchase. After ordering direct from Bose a refurbished noise cancelling headphone set, the price was decreased a few hours after my order. Part of the reason I ordered directly was because on the page to order the headset, right below "add to cart", stated all the advantages of ordering direct with Bose, including a price match promise. When opening the information link there are no details provided. On trying to have the price adjusted to the new lower price immediately after delivery, I was told that refurbished items are not eligible. This was after an initial agent told me it was eligible but should be processed after delivery. Clearly Bose is trying to mislead customers with the way their website is structured and by placing that information on a page where an item, according to some fineprint, is apparently not eligible (and these terms are not accessible from the product page). Poor business practices like this should not be allowed.

  Business Response

  Date: 11/27/2024

  11/27/2024
  
  This letter is in response to Complaint No. ********, dated 11/20/2024 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 ************* 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 pleased.  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:11/19/2024

  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.

  I made an order for the Bose A20 with dual plug and Bluetooth, plus the A20 Headset Refresh ********* was $1,224.08 which I paid via ******, but the order has been having troubles. It only picked the A20 Headset order yet my ****** account was debited with $1,224.08 as shown in the attached images below. This was under order number: B001913959 on the Bose website. I contacted Bose support and they cancelled the order, promising to refund, but 1 week later I have not received the money. I paid this using my ****** balance and ****** insists it was a full purchase, while **** insists it was a pre-authorization. Now am stuck at crossroads and no one can tell me where the money is.

  Business Response

  Date: 11/27/2024

  11/27/2024

  This letter is in response to Complaint No. ********, dated 11/19/2024, which was submitted to the Better Business Bureau and Bose Corporation.
  At Bose, we take pride in our commitment to providing high-quality products and exceptional service to our customers. Our ************* team has thoroughly investigated this matter.  After reviewing the case, we have concluded that the situation calls for no further action on behalf of Bose.
  Based on our findings, we consider this case closed and no further follow-up will be necessary at this time. Should the customer have any additional questions or concerns, we encourage them to contact us directly at **************.
  

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  Order total - $84.92. $42.46 per order of "Bose QuietComfort Noise Cancelling Headphones, Certified Refurbished". Two in total. Order date - 11/10/2024 Bose storefront: ***************************** I ordered 2 Bose QuietComfort headphones, and they were shipped by Bose's official **** store. While the package was out for delivery on 11/13, the tracking changed to "We've received a request from the sender to return the package."I received notice from **** directly about this, and no I was not refunded at any point. They intercepted the items with zero communication, explanation or anything. As of 11/18 the package was sent to wherever Bose redirected it. I never received the items I purchased, and disagree with this treatment. As of writing the company has my money and the headphones. Feels like I've been robbed. This is a shady company, and perspective customers need to know the truth about their conduct. The business hasn't expressed any interest in resolving the matter.

  Business Response

  Date: 11/21/2024

  11/21/2024
  
  This letter is in response to Complaint No. ********, dated 11/18/2024 which was submitted to the Better Business Bureau and Bose Corporation.  
  **** is committed to delivering high-quality products and exceptional service, which has earned us a strong reputation for customer satisfaction.
  This past weekend, we experienced a pricing issue with one of our authorized resellers. Although the pricing issue was resolved promptly, a system error unfortunately prevented us from fulfilling the affected orders. As a result,the impacted orders were canceled, and email notifications were sent to the affected customers.
  We sincerely regret any disappointment this may have caused and encourage the customer to revisit the authorized reseller to purchase the product at the corrected discounted price.
  As this matter has been resolved, Bose now considers the case closed. Should the customer have any further questions or concerns,they are welcome to contact us at **************.
  We appreciate the opportunity to address this issue and hope the customer will continue to enjoy Bose products in the future.

  Customer Answer

  Date: 11/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  Hello,

  The generic response provided by the company is nonsensical, and is likely a reply given to every customer who experienced the same. ********************,  a system error at **** has nothing to do with *** delivering a package. As you know Bose and *** are separate entities, with completely different software teams. Just as an error as Bose would have zero impact on operations at BBB - there's no overlap. Bose clearly thinks consumers are mentally deficient, to offer such a meaningless message. 

  I reiterate, the parcel(s) were in the "Out for Delivery" phase, when Bose intercepted it. I have used **** as a seller, and would like for BBB to explain what system error for Bose, would impact ***. I'm surprised BBB does not take issue with the business underestimating consumers and for having such faulty business conduct. 

  At this point BBB, I have no interest in a shameful and disrespectful company (Bose) and will simply never use nor suggest their products agains. Consumers deserve to know what this entity thinks of them (ie. Stupid). I ask that my complaint remain on the business' profile, and for this interaction to be closed. 

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/18/2024

  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.

  I purchased the bose open ear headphones for $299 from best buy. At first I thought the issue was my phone so I had my phone replaced. I even had the earbuds replaced and the quality is still not good, or at least what I'm used to from the Bose brand and even the people I'm on the phone with say the quality on their end is bad. I've done the software upgrade, and adjusted some of the settings in the app as advised even after getting the second pair. I've tried it on my ipad as well, and the quality just isn't what I'm looking for. I hate to have wasted $299. I took a ****** on these as these were more expensive than my airpods that I usually use, but loved the thought of how these worked. I'm trying to utilize the upgrade policy that **** offers but keep getting the run around with support. I just need to know what my options are or if I've just wasted $300 on a useless product.

  Business Response

  Date: 11/27/2024

  11/27/2024
  
  This letter is in response to Complaint No. ********, dated 11/18/2024 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 ************* 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 pleased. 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.  

• Initial Complaint

  Date:11/18/2024

  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.

  My order B001909446 was shipped to me in a timely manner and it arrived here 48 hours after I placed my order. The box arrived with all the packing information and the box of the soundbar I ordered, but the soundbar was not inside the package. Messaged Bose the same hour the box was delivered, was told to wait 3-5 days to get an answer from them.Lo and behold it has been more than 5 days now and Bose is completely quiet. Called and messaged them multiple times and am receiving the runaround. Unacceptable for a product to be shipped without the warehouse checking if the soundbar is actually inside the product box!

  Business Response

  Date: 11/27/2024

  11/27/2024
  
  This letter is in response to Complaint No. ********, dated 11/18/2024 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 ************* 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 pleased. 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:11/16/2024

  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.

  Replacement order number: B001861750.I had a malfunctioned Sport earbuds got it within 1 year. I contacted them to file a warranty claim but they initially tried to charge me $150 for a refurbished product. I really did not want a refurbished one due to various concerns regarding the quality but they said they could not do anything. I concurred, accepted this downgrading offer, and went ahead with the replacement. I sent in the product, and they provided me with a tracking number. However, after 10 days the tracking number is still "INVALID"! They do not seem to want to do anything to provide any resolution; they just told me to wait for an "investigation" that nobody knows how long it will ******* should not be this difficult to get a refurbished one!

• Initial Complaint

  Date:11/14/2024

  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 purchased Bose QuietComfort II earbuds directly from Bose, and I encountered significant issues from the start. While the earbuds connected to my phone, they failed to connect to the Bose app, which was puzzling. After two weeks of trying to resolve the problem, I contacted Bose support and provided the serial number and all necessary information.The representative informed me that there was a problem with the earbuds, but reassured me that they were under warranty. I was told that if I returned them, I would receive a replacement pair. I sent the earbuds back and waited three weeks without any updates. When I reached out to Bose support twice during that period, I was repeatedly told that they had received the returned item and to expect the new earbuds within 2-3 days.After another week passed, I contacted support again, only to be informed that my earbuds were considered counterfeit and had been disposed ofwithout any prior notification to me. This is completely unacceptable, especially since I purchased them directly from ****. I was once again assured that someone would get in touch with me regarding this matter, but two more weeks went by without any communication.When I reached out yet again, I was told that my order was expedited and that I would hear from someone within 2-3 daysessentially the same unhelpful script as before. At this point, I demand either a full refund or the return of my earbuds. I am extremely disappointed with my experience with Bose and will reconsider any future purchases from the brand.

  Customer Answer

  Date: 11/24/2024

  [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,
  
  ******* ********