Complaints

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

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  Turtle Beach

  44 S Broadway Fl 4 White Plains, NY 10601-4425

• 

  Turtle Beach Corp

  4275 Executive Sq #500 La Jolla, CA 92037

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:04/14/2025

  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.

  Bought originally on 6/15/2024 from Target Received replacement transmitter in January 2025.Received new headset in February ******** headset does not work Would like a refund, said that they cant. Asked for a different headset, they provided an alternative headset, 50% cheaper than purchased headset.Stealth 700 Gen 2 MAX for PS is probably the worst headset Ive ever had, Id rather have a different company. I have had 3 separate support tickets.

  Business Response

  Date: 04/18/2025

  Dear ******,
  
  We are very sorry to hear of the repeat trouble you've experienced with your headset. 
  
  We appreciate the request for a refund, but we are only able to provide a refund within 30 days of the purchase date for items purchased from **************************: ******************************************************************
  
  However, we are still here to assist you. Our products are backed by our one-year manufacturers warranty (***********************************************), in the event that a defect occur during the warranty period. The warranty refers to the repair or replacement of a defective Product during the warranty period and not a refund. Again, we regret that you have experienced trouble more than once during this one-year warranty period, but we are still happy to honor the warranty and replace the product for you. 
  
  Regarding your request for an alternative headset: In your most recent correspondence with our Tech Support team (Case ********), you had asked to have your wireless Stealth 700 Gen 2 MAX *********** headset swapped with a wired headset instead. However, we dont have a wired headset commensurate with the features and capabilities of the Stealth 700 Gen 2 MAX *********** headset. Our current collection of wired headsets can be viewed at *****************************************************************. The closest wired headset is the Recon 200 Gen 2, but we do not consider the Recon 200 Gen 2 a fitting replacement, and we only mentioned it because of your request for a wired headset. 
  
  To resolve the warranty claim, our team is proceeding with having a newer wireless headset shipped out to you. If you have any further questions, we ask that you continue the correspondence with our Tech Support team via e-mail, ************************************************************.
  
  Sincerely,
  
  The Turtle Beach Tech Support Team
  

• Initial Complaint

  Date:01/30/2025

  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 bought the Stealth 700 Max S headphones less than six months ago on 08/17/2024. I have loved them and they worked great. Last night I plugged them in to charge as I always have and the charging light turned on as it always does to indicate they are charging. When I went to use them today the light was not on as it normally is and they would not turn on. They wouldnt respond to any power cable or computer for troubleshooting. Im very disappointed. I used to boast about Turtle Beach products but for this to happen so soon after I purchased them I will never buy another Turtle Beach product and I will be telling everyone I know to avoid their products as well.

  Business Response

  Date: 01/30/2025

  We're sorry to hear about the experience you've had with our products, *****.
  
  Please be aware that we can only provide a refund for products purchased directly from the official Turtle Beach website, and within 30 days of that purchase. You would need to return to Best Buy if you strictly want a refund.
  
  With that being said, our products are each sold with a manufacturer's warranty and we have a dedicated Support Team. For warranty assistance, please reach out to our dedicated Support Team so they can lend a hand. To do that,please fill out the form at the link below.
  
  ***********************************************************
  
  If the form is unavailable,you can also send a direct email with your details to: ************************************************************
  
  Best Regards.
  

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am reaching out to discuss a request for a replacement headset for my son's headphones. While I understand that we are slightly beyond the warranty window, I kindly ask you to consider a one-time extension exception for this ******* son purchased these headphones with his own money, and unfortunately, they are no longer functioning despite our best efforts to troubleshoot the issue. Given that the purchase date is not far off from the warranty period, I would greatly appreciate your understanding and support in this matter. Please review all supporting documents including email correspondence.Thank you for considering my request. I look forward to your positive response.

  Business Response

  Date: 10/08/2024

  We're sorry to hear about your experience with our products, ******.
  
  Unfortunately, since your Stealth 700 Gen 2 for PlayStation was originally purchased more than one year ago on 5/25/2023, it is no longer covered under the one-year manufacturer's warranty.
  
  While our team is always happy to assist customers with warranty replacement service for products that are still within their warranty period, we do not have any sort of repair services for products outside of the aforementioned warranty period. 
  
  If you have additional questions about our warranty and return policies, please refer to the following URL:
  ********************************************************************************************
  
  Best Regards.
  
  

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It's about 5 months outside the warranty while I completely understand the date but the customer service and support lacks and there was no assistance beyond a troubleshooting tip. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/11/2024

  Thank you for reaching out again, ******.
  
  Our team reviewed the description of the issue, and the instructions we provided were the correct ones.
  
  Apart from this, we are not able to provide a warranty replacement as the one-year warranty has expired.
  
  We're sorry for the disappointment.
  
  Best Regards.

• Initial Complaint

  Date:09/30/2024

  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.

  This is my second pair of headsets that have broken in the exact same spot in less than a year. Turtle Beach will replace only one set under their warranty but the new set they send you is not covered by any warranty after the first year after the original date of purchase. It does not matter if it is a brand new product or not. There is not a scratch on these other than these cracks which is a known issue for these which I was unaware of when I purchased. Turtle Beach will not stand behind their products and their customer service will only send you one message every 24 hours so getting anything resolved takes days. I would have even been happy with a credit for an upgraded headset but they said no. So now I want a full refund. I want a product that isn't going to break within the first year. So I'll be taking my business elsewhere.

  Business Response

  Date: 09/30/2024

  We're sorry to hear about the experience you've had with your replacement Turtle Beach Headset, ****.
  
  As explained by your dedicated support **** "Warranty replacements don't reset the warranty, they're good for the remainder of the warranty, or 30 days, whichever is longer."
  
  Your warranty on the replacement headset expired close to a year ago at this point, warranty replacement or a refund is not possible.
  
  While we can't assist with out of warranty products, please know that our dedicated Support Team is always happy to assist customers while they are still within our product's warranty period. If you have any other questions, please take the time to reach out directly to our Support Team with your inquiry. Their contact form can be accessed from the Support section of the Turtle Beach website.
  
  Best Regards!

• Initial Complaint

  Date:09/03/2024

  Type:Order 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 son had a pair of headphones. He went to pick them up and they broke. He wasn't doing anything to justify breaking them. Turtle Beach is refusing to assist because it was just barely out of the warranty period. It's blatantly clear from the pictures I sent that this wasn't his fault and Turtle Beach should be taking care of sending out a faulty product. Please email me correspondence so I have future proof of what was said. This is the second very very expensive pair from them that this has happened with so it's obviously a design flaw. Not only is it us with this issue, but so many that I've researched about.

  Business Response

  Date: 09/03/2024

  Were sorry to hear about your experience with our products, ********.
  
  The Stealth 700 Gen 2 for PlayStation that you contacted us about on 7/9/2024 is a warranty replacement that was issued to you last year, and it is no longer covered under our one-year warranty.
  
  You originally contacted our dedicated Support Team about a Stealth 700 Gen 2 for PlayStation on 4/20/2023, at 10:39 PM.
  
  You stated the date of purchase was 5/24/2022, which means you had warranty coverage until 5/24/2023.
  
  After some troubleshooting you were issued this replacement headset, on 4/25/2023.
  
  A replacement does not extend or renew the warranty coverage period. It assumes the remaining time of the original warranty if this period is greater than 30 days. If the remaining time is less than 30 days, the warranty on the replacement will be 30 days from the date the replacement arrives.
  
  The warranty coverage for your replacement expired on 5/30/2023.
  
  We apologize for any inconvenience this may cause. 

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is ridiculous. This is clearly a product flaw. This is the second pair in a row that this exact issue happened with. There are literal threads on reddit and other sites for this exact issue. Just back your very faulty product. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/04/2024

  Unfortunately, as stated is our previous reply, your replacement headset is no longer covered under warranty.
  
  While we can't assist with out of warranty products,please know that our dedicated Support Team is always happy to assist customers while they are still within our product's warranty period. 
  
  If you have any questions related to your headset's warranty coverage,please take the time to reach out directly to our Support Team with your inquiry. Their contact form can be accessed from the Support section of the Turtle Beach website, or you can reply to the last email from your dedicated Support Rep.
  
  Best Regards.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  "As stated in my previous reply" this is unacceptable and you should be taking care of an ongoing product flaw. I want everyone to understand that when something happens time and time again with Turtle Beach products, they don't stand behind their product and correct the problem. When you knowingly are selling a faulty item, you should take care of the repairs or replacements. For future customers that might be reading this, do your research before buying their products. They're knowingly selling something that they know is problematic. I will be filing with the *** to try to warn as many people as possible. People need to be aware. You spend this much money on a product, you expect it to last. Not just fall apart the exact same way every time.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to see if you can help I purchased a turtle beach headset on feb 2 2024 and am having an issues with them warranties them. The offer a 1 year replacement. So I reached out to them and everything was all fine and was going to issues refund until they asked forme to show my **** purchase. So I did and now they are telling me I can't get a replacement because they are not a register seller for turtle beach. I asked them how would I be able to know that since they don't provide a seller list and told me that buying them on **** is fine I just have to but them from a registered person. I then asked if I could purchase the replacement part that I need and they are now telling me they are more than a year old and I can't get the part because they dont have any anymore but that is funny because they are not more than a year old. I really feel this is just a company that don't want to stand behind there product.

  Business Response

  Date: 05/15/2024

  Hello ****,
  
  We are sorry to hear about the negative experience you've had with our products.
  
  Please understand that Turtle Beach has not falsely represented our products or our manufacturers warranty. 
   
  Purchases made from private, individual sellers on **** are considered secondhand goods and are not covered by the warranty. Our one-year warranty covers Turtle Beach products purchased from authorized retailers in new condition.
  
  Some examples of authorized retailers are ******** BestBuy, GameStop, Target, ******************** Amazon, and the official Turtle Beach website. 
  
  In this case, the item was purchased from an individual on ****; such purchases are not covered under warranty. The full details of our warranty are posted at ***********************************************, and an informational card with this link is included with every new Turtle Beach product.
  
  In this case, our recommendation is that you contact the **** seller for information about replacement or a refund. 
  
  Regarding replacement parts, unfortunately, since your product has been discontinued, the replacement part you need is no longer available for purchase. The replacements parts we currently have available are not compatible with your product.
   
  We try to carry replacement parts for one year after the official date that a product was discontinued. Beyond this period, it would be very costly to maintain inventory of such parts and the purchase price for consumers would be too high. 
   
  We apologize for any inconvenience this may cause.
  
  Best Regards.

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

   

  This does not resolve the issue and is very vague response due to they do allow sales on **** and this is a new item so I don't know how they don't have replacement parts because it is from the new line of products. Also the main reason I am not getting a replacement is because the seller gave me a discount on price so they won't back it due to that reason. If a seller violates the sale price that is not my fault. I would also like a date on the headset due to this from the new lineup I don't see how replacement parts are not available and I feel some false information is bening passed along. The only resolve to this that I will consider is a 60% discount.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/16/2024

  Thank you for reaching out again, ****.
  
  The information relayed in our previous response still holds true, your case was handled properly, we are unable to provide any further discount aside from the code for 25% off of a new purchase already sent to you by ***.
  
  You stated: "I would also like a date on the headset due to this from the new lineup I don't see how replacement parts are not available and I feel some false information is bening passed along."
  
  Regarding the above statement, the "Stealth 700 Gen 2 for PlayStation" you purchased from a private seller on **** and contacted us about has been discontinued, the replacement part you need is no longer available for purchase. The "Stealth 700 Gen 2 **** is our current line, and the available parts are not compatible with your "Stealth 700 Gen 2". We try to carry replacement parts for one year after the official date that a product was discontinued. Beyond this period, it would be very costly to maintain inventory of such parts and the purchase price for consumers would be too high.
  
  You stated: "Also the main reason I am not getting a replacement is because the seller gave me a discount on price so they won't back it due to that reason. If a seller violates the sale price that is not my fault." 
  
  Regarding the above statement, purchases made from private, individual sellers on **** are considered secondhand goods and are not covered by the warranty, it has nothing to do with the price the seller charged or the condition of the item when purchased. Our one-year warranty covers Turtle Beach products purchased from authorized retailers in new condition. Some examples of authorized retailers are ******** BestBuy, GameStop, Target, ******************** Amazon, and the official Turtle Beach website. The full details of our warranty are posted at ***********************************************, and an informational card with this link is included with every new Turtle Beach product.
  
  If you have any other questions feel free to reply back to the last email from your dedicated Support Rep, they will be more than happy to assist you further.
  
  Best Regards.

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The *** is this year's line up correct. You have once again failed to answer a very easy question on the gen 2 when purchased would not of been out or warranty  and continue to try to walk around beening vague with answers. It is very odd you don't have any replacement parts  that I was willing to purchase even to try to work with you since the new line just came out and you yet to show a change in new line date.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased a Velocity One flight yoke in January. I got it set up and most of the control inputs worked but the *** panel did not work properly. The website says to upgrade firmware on it which I tried and it failed to update and the recovery software did not even recognize it and made the controller useless. Since it had only been a few days after I bought it I sent it in for a replacement. The replacement was shipped on Jan 24 and subsequently got lost by the ***** I repeatedly was going back and forth in emails because they have no phone support.. I also asked for someone in management to call me and they refused to escalate it saying it is not an issue that requires escalation (although I am the customer and should have that right). I was also told that after 10 days they would consider it lost and then a new replacement could be sent. It has been ******************************************************************************************************************** 10 consecutive days. The **** has had an open case for several days now and although it has been scanned at the main ******* facility they still have not been able to locate it and Turtle Beach still will not escalate this or send me a new replacement. If the original package is found later it can always be sent back but this is unacceptable to have me sit and wait for something that *** never be found. I need this replaced **** and I want this escalated to a manager and they need to call me.

  Business Response

  Date: 02/07/2024

  Sorry to hear about the experience you've had with your product, *****. We also apologize for any inconvenience that *** have been caused by the courier (USPS).
  
  Our team has a strict protocol to follow when it comes to packages potentially misplaced by the courier, and we are sorry to hear that you are not a fan of those policies.
  
  With that being said, we were able to locate your case and can confirm you will receive your replacement shortly, as the tracking shows it is out for delivery today.
  
  (Out for Delivery, Expected Delivery Between 12:00pm and 4:00pm, February 7, ****, 7:34 am).
  
  Thank you for your continued patience.

  Customer Answer

  Date: 02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Looking t get a warranty on STEALTH700 GEN 2 AMPLIFIED GAMING HEADSET AURICULARES AMPLIFICADOS PARA JUEGOS WIRELESS INALAMBRICO. Seeing its not working and the my dad file a clam with us about it warranting it and us never answered back and I am reaching out to get it replaced seeing the store said to come to us

  Business Response

  Date: 01/22/2024

  Hello *****,
  
  The Turtle Beach Tech Support team is aware that you have contacted us using a different names and e-mail addresses in the past to attempt to make repeat/duplicate warranty claims, without any proof of purchase. Despite this, multiple replacement items were issued to you from our team. The support team will not be providing further service to you. 

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  This I sent u a proof  of purchase if u look at the pics u will see it or u not looking at them

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/22/2024

  While we appreciate the information provided, multiple replacement items were already issued to you from our team.
  
  The support team will not be providing further service to you. 

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  turtle beach is onave moved their technical support to email only verses more personal means. their responses to a specific issue include faq sheets that already exist on their site though this is a very specific case.I have a five month old pair of stealth 700 GEN.2 headphones that will not pair with my new Xbox series X. Iollowed the directions including hard resets to the device downloaded the hub app to my computer but when I plug the headphones in they are not recognize so I cannot do any firmware, troubleshooting, or a hard reset from the app. as of right now my headphones or $160 paperweight. I demand I get the kind of support that I need to get these operational. I want personal help that will solve my issue.. I just want the headphones to work. this may include the company flashing the firmware and doing a true reset to factory specifications. However, I just wanted to work. it is important to know that as with many companies, the model of email technical support only really serves the company more than the customer and while they can spend it however they want truly it will save money. ***** created a fine excuse for this kind of customer care.ll saves them money, but is long arduous and frustrating for the customer. At this point its not Covid its just poor customer care for a high end item. If it is not fixed, I will take this complaint through thank you.

  Business Response

  Date: 08/14/2023

  Thank you for taking the time to provide us with your feedback ***********
  
  We were able to locate your claim in our system and see that our team assisted you with troubleshooting in the same manner that they handle all of our technical support claims: in writing, via email. This has been the way our Support Team handles email for the past decade or so. This ensures that all correspondence is in writing and time & date stamped for your security and ours. There'd be no other way to receive assistance other than the team's text based ***************** when it is available. All in all, our team does not make outbound calls, nor do they provide warranty assistance over the phone.
  
  We can see that our team walked you through the necessary troubleshooting for the inconvenience that you unfortunately had with your headset, and according to you the steps did not work. Based on the results you provided, the team indicated that your headset would need to be replaced.
  
  Unfortunately, the team was placed into a position where they had to be the bearers of bad news. The headset in your possession is a refurbished model, and those are covered by a limited 90-day warranty. Based on your headset's serial number and the date of purchase for your product (more than 90 days ago), your headset is no longer covered under its limited manufacturer's warranty and would not be eligible for any sort of warranty replacement service. We do apologize for any inconvenience this may cause.

• Initial Complaint

  Date:05/12/2023

  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 bought the Stealth 700 gen 2 *** headphones in June of last year. April this year they cracked. Turtle beach has a one year warranty. I contacted them and they were pretty good about sending a replacement pair. The replacement pair is either defective or refurbished and I contacted them about it. The issue is getting the headphone to connect to the dongle. I have an Xbox. I dont mind sending these back for a new one (I told the representative this in an email) and Ive gotten the same response twice, on how to pair the headphones and dongle. I feel like Ill continue to get the runaround and these headphones cost $200.

  Business Response

  Date: 05/12/2023

  Thanks for your feedback!

  We can see that you filled out two separate forms which were handled by two different techs, which is why you may have received similar troubleshooting options. Please know there is no need to fill out a new form once our team has begun to correspond with your via email. You would only need to reply back directly to the newest message received by our team.
  

  We can confirm that our team has received your replies to both cases, and have merged those two cases together to avoid any future confusion while handling your case. We've asked our team to expedite a reply your way with details regarding how they will proceed your claim, and we expect that email to be sent your way some time today. When you receive the message, be sure to read over it and reply back with any information that team may have requested. The remainder of your correspondence for that claim will continue to be handled via email.

  We appreciate your continued assistance.

   

  Customer Answer

  Date: 05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********************