Complaints

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:09/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 7/18 I ordered speakers from ***** at Sensible Audio in the txt messages back and forth there is no mention of it being a special order. ***** let me know that he had the speakers on 7/28, and finally came out on 8/8 to set them up. He was in a hurry to get to another appointment and spent less than an hour at my house. I paid $1250 for them by check (he would not take a debit card). The speakers, as he set them up, did not give the sound quality I expected. I connected 40-year-old speakers (cost about $200) and neither my friend or I could tell a significant difference. In the next 2 days I texted him 3 times with questions about the speakers but got only one quick call back that did not answer my questions. He never offered to come back and try to correct things. The sale was completed and I was receiving no follow up.On 8/13 I contacted ***** and said I was not happy with the speakers and wanted to return them. He did not want to accept them and said if he did, there would be a 20% ($250) restocking fee. When I ordered the speakers, I was never told they were a special order or that I would be charged a fee if I returned them. The invoice for the speakers (#****) says nothing about a special order or restocking fees. After I wanted to return them, he did offer to come and try to fix things. I said no because he never offered any follow up until I wanted to return them, I was not confident he would correct things, and I felt he should have done a better job the first time.I contacted the manufacturer, Monitor Audio, and they recommended a 15% restocking fee. ***** did accept the 15% fee. I still felt that no restocking fee should be charged, but offered to compromise and pay a 10% - he refused. He continues to refuse to negotiate with me and has a "take-it-or-leave-it" attitude.Because of his refusal to compromise at 10%, and his total lack of concern for customer satisfaction, I want to return the speakers for a full refund of $1250.