Business Profile

Electronic Equipment Dealers

Bose Corporation

Headquarters

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Complaints

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

Customer Complaints Summary

486 total complaints in the last 3 years.
170 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/02/2024
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 was unable to initiate a return under ****'s 90-day satisfaction guarantee or trade-up return policy for order number B001055726 via ****'s website or online chat with the assistance of ****'s customer service agents due to their refusal to honor both. All new purchases are subject to the 90-day guarantee according to ****'s general policy, and ****'s trade-up policy specifically addresses returns. I understand that my old earbuds cannot be returned pursuant to the latter, but the 90-day satisfaction guarantee applies to all new purchases. Moreover, ****'s trade-up program terms are clear: "If the newly purchased product is returned, the refund value will be the price paid for the newly purchased product."I paid $212.93 ($312.93 including the $100 credit for my ** II earbuds) for the ** Ultra earbuds and will not be told by representatives who clearly do not understand the terms of either the 90-day guarantee or trade-up policy that returns are not allowed. As indicated herein, nothing in either policy excludes new trade-up orders from the 90-day guarantee or trade-up program policy.This matter may be the result of widespread training deficiencies. However, it is difficult to ignore the possibility that **** may be intentionally classifying new trade-up orders as exchanges to deprive loyal customers of the option to return products purchased in those new orders in violation of its own policy. After all, separate agents refused to accept a return over the course of a two-day period.
Business Response
Date: 06/06/2024
6/6/2024

This letter is in response to Complaint No. ******** dated 6/2/2024 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. **** now considers this matter closed.
We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.
Customer Answer
Date: 06/11/2024
Better Business Bureau:

I have reviewed the response submitted by the business and determined that it satisfies all concerns raised in complaint #********.

Sincerely,

***********************
Initial Complaint
Date:05/30/2024
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.
My mom ordered a pair of hearing aids from Bose on December 2 of 2023 and returned them on 20 December 2023. They received them on 26 December 2023 and we have been trying every other week since then to get a refund. Theyre telling us its coming or this last time that we needed to check with our bank because its supposed to go through but nothing. Our bank said they dont have anything pending so we have not received it and called back to tell them that. No one should have to take six months or longer to get a refund from Bose.
Business Response
Date: 06/06/2024
6/6/2024

This letter is in response to Complaint No. ******** dated 5/30/2024 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. The customer didnt realize she had contacted the incorrect company. We provided the customer the phone details of the correct company and hope she is able to find a swift resolution to her concern.**** now considers this matter closed.
We encourage the customer to contact ****, at **************,should he have any further questions or concerns.
Customer Answer
Date: 06/06/2024
[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,

*************************
Initial Complaint
Date:05/27/2024
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.
B001175217 I was told via chat I would be refunded 2 weeks ago. I haven't yet. I went into chat and the agent disconnected me. Very unprofessional. I want my refund.
Customer Answer
Date: 06/07/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 06/11/2024
6/11/2024

This letter is in response to Complaint No. ******** dated 5/27/2024 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, we conducted a thorough investigation of this matter. **** did not receive the correct product back, but rather a non-Bose item in error. Our Global Escalation Manager contacted the customer and to share this information with him. While the matter remains unresolved, should the customer locate the Bose product, we invite him to contact us, so that we can help him with his refund.**** now considers this matter closed.
We encourage the customer to contact ****, at **************,should he have any further questions or concerns.
Initial Complaint
Date:05/23/2024
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.
I purchased a pair of earbuds from Bose which was supposed to be delivered to my house with a required signature the package was dropped at my front door with two other packages I can clearly see the picture the problem is there was no one home to get the signature so the package was just left there after hurricane *** we have had multiple thefts of people's packages from their porch so we have been having packages delivered to Amazon lockers or we pick up our items in the store my package along with another package was taken that day because clearly no one was home and I do not have the package I spoke with **** and they said they are not responsible even though a signature was supposed to have been required I asked them to send a replacement and they told me it is not their responsibility and that I need to file a claim with *** which I did but **** is responsible they should be helping me to do this and they are not, they are telling me that I am on my own that they do not have to do anything to help me. I am requesting that a new item be sent out as a resolution.
Business Response
Date: 05/29/2024
5/29/2024

This letter is in response to Complaint No. ******** dated 5/23/2024 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. We take each customer complaint seriously and strive to provide the best service possible. However, after thoroughly reviewing this case and having contacted the customer directly, we have found discrepancies in the information provided. As a result, we are unable to respond further to this claim. **** now considers this matter closed, based on the information we have collected.
Should the customer have additional, verifiable details that can help us reassess the matter, we encourage the customer to call us directly **************, should they have any further questions or additional information.
Customer Answer
Date: 05/29/2024
[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,

*************************
Initial Complaint
Date:05/22/2024
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 earbuds in December, 2022. They stopped working in July, 2023. I requested to return them in September, 2023. That request was granted, and I was promised replacements. I returned the earbuds early October, 2024 via **** I have called Bose at least 8 times since to see when my replacements would come. Every time, they say they are escalating the case and that I will receive a call back within ***** hours. I never get the call. I have been given multiple reference numbers, which I cite when I call. No help. Today, an agent hung up on me, even though I was just calmly stating the details.
Business Response
Date: 05/23/2024
5/23/2024

This letter is in response to Complaint No. ******** dated 5/22/2024 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 him. It is our understanding that the matter was resolved, and the customer is pleased. **** now considers this matter closed.
We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.
Customer Answer
Date: 05/23/2024
[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,

*****************
Initial Complaint
Date:05/20/2024
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.
Purchased a Bose A30 aviation headset from Bose Canada website, it had a faulty right ear cup. I phoned Bose and they offered to start a refund process, which I agreed to. As instructed, I mailed the product back to Bose, I received a product received email from Bose on 3rd April 2024, then no refund issued. I Called customer service multiple times ******* so far). They confirmed they have received the item, but they keep saying sorry its taking so long and that my case has been escalated, last 2 calls they said the case is with their finance department, and theyre not sure why theyre not issuing a refund.Opened a case No. ********. Still no refund 20th May 2024.
Business Response
Date: 05/23/2024
5/23/2024

This letter is in response to Complaint No. ******** dated 5/20/2024 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 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 pleased. **** now considers this matter closed.
We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.
Customer Answer
Date: 05/23/2024
[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,

***************************
Initial Complaint
Date:05/19/2024
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.
I was offered a replacement of QuietComfort 15 Acoustic Noise Cancelling headphones by Bose QuietComfort Ultra Headphones. An additional payment was required, which I made in January 2024. The old headphones return was acknowledged on 3/25 via e-mail from Bose, which listed the Order number as B000835137.The new headphones were never shipped. Afterwards, I have contacted Bose three times (twice via their text service, and once via telephone). Altogether, I have spent nearly two hours and several weeks trying to get this resolved. Everytime, I am promised a response within 48 to 72 hours, with a promise to "elevate" the issue, and then nothing happens. I am shocked at the horrible customer service by ****.
Business Response
Date: 05/29/2024
5/29/2024

This letter is in response to Complaint No. ******** dated 5/19/2024 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 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 pleased.**** now considers this matter closed.
We encourage the customer to contact ****, at **************,should she have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.
Initial Complaint
Date:05/16/2024
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.
Company misleads order reprocessing and shipping timelines to persuade purchases, but does not hold up to their timelines. I placed an order and the cart said processing is 1-2 business days and shipping is 2 days. 2 day shipping is offered free of charge. The purchase confirmation email also gave the date of arrival. I did not receive any shipping notification and reached out to Bose support to be told processing takes 5-7 days and that I had standard delivery and not expedited. They say they cannot cancel and have to do it through my bank. I called my bank and was told its impossible to do it through the bank.
Business Response
Date: 05/29/2024
5/29/2024

This letter is in response to Complaint No. ******** dated 5/16/2024 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 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 pleased.**** now considers this matter closed.
We encourage the customer to contact ****, at **************,should she have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.
Initial Complaint
Date:05/15/2024
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.
28 Mar 24 order placed to repair CD of our Bose Wave Music System III, sent to Bose that day. 9 Apr 24 **** confirmed receipt and payment of ****** taken off card. 10 Apr 24 notified item being shipped back to **. 15 Apr 24 *** advised more time needed to deliver. 22 Apr 24 email stating that our order was cancelled "because it hadn't been picked up". They never attempted to deliver to the shipping address or advised anyone it needed to be picked up. Called to enquire 5 times since that date. First time they said *** had returned it to their warehouse, and stated it would be shipped out again. Last 4 times, customer service promise to update by email on where it is, never called or emailed back. For each conversation, I have been on hold for lengthy periods. The most recent on hold for 50 min then phone disconnected. Talked to supervisor 14 May 24 who said they have "no way of making contact with their warehouse" except by putting in a request for status update and have no idea if the item has been lost. Ultimately we have paid to repair an item that they can't find. The particular system we have is no longer made by **** so the agent said we can't get a replacement. The system is worth approximately $250 used. If they have lost the item, I want a refund of the repair cost as well as reimbursement of what we would have to pay to replace it. (approximately $400)
Business Response
Date: 05/29/2024
5/29/2024

This letter is in response to Complaint No. ******** dated 5/15/2024 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 him. It is our understanding that the matter was resolved, and the customer is pleased. **** now considers this matter closed.
We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

Customer Answer
Date: 06/04/2024
[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,

*************************
Initial Complaint
Date:05/14/2024
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 a Bose 300 TV sound bar from Best Buy on 3/9/24 for $340.00. Over the course of 2 months, it would disconnect frequently. The only way to get sound again was to unplug/replug it in repeatedly. Best Buy refuses to provide a refund for the defective product because it is outside their **************************************************************** not. They advised me to contact ****. There are many complaints on Best Buy's website showing others are having the same issues as I am so someone had to know they were selling a defective product. I have a complaint in against Best Buy also because someone should be responsible for selling me a product that was known to have problems. After contacting ****, I was told they only offer repairs because I bought from Best Buy (not them). I have spent several hours already talking to various Bose tech reps who say all they can do is send me a shipping label to have it repaired. I asked how many times I'd have to do this before being sent a refund and was advised that only Best Buy can issue a refund because that is the agreement they have with them as a 3rd party reseller of their products. This is not fair to me because neither company is taking responsibility for selling merchandise that is known to be defective. Each company is pointing the finger at the other & neither wants to take responsibility. I am now out $340.00.
Business Response
Date: 05/17/2024
5/17/2024

This letter is in response to Complaint No. ******** dated 5/14/2024 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. **** now considers this matter closed.
We encourage the customer to contact ****, at **************,should she have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.
Customer Answer
Date: 05/18/2024
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.

There was no direct line to them and the overseas call centers are completely useless. Since then, the Bose rep has reached back out to me and provided me with a satisfactory resolution
Business Response
Date: 05/22/2024
5/22/2024

This letter is in response to Complaint/Rejection No. ******** dated 5/14/2024 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. As the customer noted in this rejection, we have reached back out to her with a satisfactory resolution. **** now considers this matter closed.
We encourage the customer to contact ****, at **************,should she have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

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Bose Corporation is NOT a BBB Accredited Business.