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:03/15/2025

  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 ordered underwater audio a long time ago but it has been impossible to set up. I have to repeatedly download Apple Music because its never there when I go back to my apps. When I try to use Apple Music in any way to put music on the device Apple Music wont open even though Im connected to WiFi. I want to send it back for a full refund. *** called the company twice today within business hours and all it does is ring. I sent an email and nothing. Im just done with it. I want to know where I can send it back to for a full refund.

  Business Response

  Date: 03/18/2025

  At Underwater Audio, we strive to provide high-quality products and exceptional customer service, and we regret that the customer experienced difficulties with setup.
  Upon reviewing our records, we found that the order was delivered on January 9, 2025. The customer contacted us on March 16, 2025, more than two months after the purchase date. Our return policy allows returns within 30 days of delivery, and unfortunately, this timeframe had already expired when the customer reached out. We want to clarify that we offer refunds within this windowno questions askedbut we are unable to make exceptions beyond this period.
  During our interactions with the customer, we provided detailed troubleshooting assistance to help resolve the issues they encountered, including:
  - Apple Music Sign-In Issue: The customer was unable to access the Apple ID login screen. We advised scrolling up to reveal the necessary fields for entering credentials.
  - Text Size Concern: The customer struggled with the small text size on the device. We suggested using a magnifying glass to assist with visibility.
  - Wi-Fi Connection Issues: The customer reported disconnection problems despite being near a strong signal. We checked for software updates and confirmed none were available.
  - Device Restart: We suggested restarting the device to resolve potential software glitches, though the customer was frustrated and hesitant to try.
  - Apple ID Password Entry: The customer experienced repeated errors while entering their password.
  We understand the customers frustration and empathize with their situation. However, as our return window had closed, we were unable to offer a refund. We suggested alternative solutions, including gifting the device to someone else if they were unable to use it.
  At Underwater Audio, we remain committed to customer satisfaction. While we are unable to process a return in this case, we are happy to provide further technical assistance to help the customer successfully use their device.
  Please let us know if we can offer any additional clarification.
  Best regards,
  ***** ******
  Team Underwater Audio

• Initial Complaint

  Date:01/29/2024

  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.

  My husband bought me Underwater Audio's ***************** in early December 2023 as a gift. It was exceptionally hard to program and it became very hot when charging and also when trying to set it up. We sent it back via *** on 12/18/23, only 10 days after we placed the order. *** shows that it was received and signed for in ********* on 12/19/23. Our money has never been refunded. We contacted their help email and received the response below."Hello,I've consulted our shipping department to inquire about the return status. According to the tracking information, the parcel has been marked as delivered, but regrettably, we have not yet received it. Consequently, we can only process a partial refund. Please review your email for a separate message containing details about the refund amount.Best regards,******"They received the product back within the 30-days of purchase. *** confirms it. They refuse to give us our total refund of $220.

  Business Response

  Date: 01/29/2024

  Hey *****,
  Thanks for reaching out to us to follow up on your refund request! We apologize for the confusion from our customer service representative. After reviewing your tracking information, we can see that your return has been delivered to us and we have issued a full refund for your purchase! Please don't hesitate to reach back out to us either buy phone or email if there is anything else we can help you with!