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Business Profile

Audio Visual Equipment

Skullcandy, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Audio Visual Equipment.

Complaints

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

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Skullcandy, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 62 total complaints in the last 3 years.
    • 29 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/12/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April 15th of 2023, I received a warranty claim (#W-415232576) from Skullcandy of N. *******. This is for a pair of earbuds (INK'D). I've made a least 6 e-mail inquiries questioning the lack of response and the failure to honor the warranty claim. They (Skullcandy) just will not respond. Their representative (**************) was very helpful when I first made the inquiry concerning these earbuds and eventually led me to file a warranty claim. Now, nothing!! They will not respond to my e-mails and have not sent the earbuds (pursuant to the warranty claim). I am due an explanation from Skullcandy, yet, that has not happened.

      Business Response

      Date: 05/15/2023

      Hello ****,

       

      We have reached out to your personal email directly to resolve your customer service request.

       

      Thank you, Skullcandy customer service.

    • Initial Complaint

      Date:03/25/2023

      Type:Product Issues
      Status:
      Unresolved
      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 headphones from SkullCandy and the headphones worked for about 20 minutes and I could not get them to work again. Constantly went in and out.

      I returned the headphones and was assured my money was being refunded. I never got my refund. Contacted them a second time and they said again my money would be refunded to my card. I never got my refund. I contacted the company again and never heard back from them. The return was supposed to be for $63.59 and still to date have not received it.

      Business Response

      Date: 03/27/2023

      Hello,

       

      we have reached out to your personal email address to resolve your customer service issue.

       

      Thanks, Skullcandy customer service team.

      Customer Answer

      Date: 03/29/2023

       

      Complaint: ********



      I am rejecting this response because: after multiple days I still have not received an email from you stating that I would. 



      Sincerely,

      ****** ********

    • Initial Complaint

      Date:02/16/2023

      Type:Product Issues
      Status:
      Unanswered
      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 June 1st, 2022 an order (#******** ) for a Special Edition pair of Skullcandy headphones was placed directly on the Skullcandy website. As of February 2023 a film on the right ear pad has begun peeling, which is clearly a product defect because the other pad is not peeling. I reached out to Skullcandy Customer Support via email to ask about a replacement ear pad and received an automated AI-generated response indicating they do not sell replacement parts. I indicated the product was still under warranty and asked about getting the ear pads replaced under warranty. A customer support representative named "Dave" offered me a 40% off coupon for products on the website. I pointed out the headphones I purchased were a special edition design, and currently not available online. Additionally, as a special edition design, they cost more than all other models online, and there wasn't an equally-priced pair available. "Dave" then forwarded by email the warranty information page, which states items shipped back for warranty repair will not be returned and may be replaced with a credit to purchase products from the site. This is not an acceptable outcome, since the special edition product costs more, and a credit would not provide me a product of the same design or equal value to the original product. I indicated that wasn't an acceptable outcome and "Dave" has been copy+pasting the same AI-generated response in subsequent emails, which does not address the issue. "Dave" has not responded to multiple written requests to escalate the issue and talk to someone who can resolve it.

    • Initial Complaint

      Date:01/26/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 called us about a dozen times and never could get throw to us and it keep hang up on when I call about my warranty on my Skullcandy Sesh Evo True Wireless In-Ear Bluetooth Earbuds Compatible with iPhone and Android / Charging Case and Microphone / Great for Gym, Sports, and Gaming IP55 Water Dust Resistant and all I want is to talk to us and get my Skullcandy as replaced see one in let speaker cover or cage that stops u from seeing in side ur head phone so can I get the replace meant and can’t find my receipt because will have been a year as ok 2/10/23 can u replace them and if need to send my old ones back I will but only if u pay for the shipping back to u seeing I called us a dozen times or more in the last 2 weeks about this broken headphones and could not get throw to us anon the call and it keeps hang up on me and and want u to take care of my warranty I got on them so don’t have to warry about it no more and u replace them I will be a happy customer that feels and now u care about ur customers

      Business Response

      Date: 01/26/2023

      Hello,

       

      We have contacted you via email to resolve your customer service request.

      Customer Answer

      Date: 01/26/2023

       

      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      ****** ****** I want u to ship me a new pair of of the upgraded EarPods seeing the code u sent me don’t cover the shipping and should not have to  pay for shipping on them and befor u send them I should get to no one what ones ur sending and get to pick the color of them because y should I have pay for shipping on a warranty iteam

    • Initial Complaint

      Date:01/06/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Skullcandy Sesh Evo wireless earbuds for $73.45 in April 2020.
      The earphones never worked properly. They lost charge every quickly even when kept correctly in the case for several hours, when it was time to use the buda they would be left with only 10% charge.

      A warranty claim Skullcandy Warranty Claim - W-*********** was filed as per instructions on the website and the business wanted the consumer to ship the product back through an insured courier service at the consumers cost. There was no guarantee of resolution even after sending the product back as they would still be the decider of whether or not the product was faulty for replacement.

      Shipping the product back would have costed me $34 which is 50% of the price I paid for the product, and this would result in me paying 1.5x the price of the product without any assurance of resolution for the issue I am facing.

      The product is truly a lemon and the business has done nothing to resolve the issue for the consumer.

    • Initial Complaint

      Date:12/07/2022

      Type:Product Issues
      Status:
      Answered
      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 head plug with mic at the airport to take on my trip. Tried to us the headphone but the mic was defective. Filled out form online and sent receipt pictures. Followed instructions to send proct back and paid for shipping with confirmation. Received email that the product is out of stock and gave me a $10 credit that I can use to buy another of their products. Want full refund.

      Date of purchase 11/18/2022
      Paid $12.89
      Contacted company regarding problem 11/18/2022
      Returned product
      Received email that item was received and credit was issued 12/6/2022

      Business Response

      Date: 01/03/2023

      Hello team,

       

      In regard to this customer service request there is not enough information given by the customer for any action to be taken by the Skullcandy team. If this is a warranty claim request please visit:

       

      **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

       

      We can effectively assist the customer once the right information is received.

       

      Thank you, and have a great day.

    • Initial Complaint

      Date:11/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 have tried three times to make a purchase, all of which failed due their website not being able to properly accept payment and their company denying all faults. I have tried three different payment methods, all of which showed that the payments went through, but when you go to their website, it says that the order was cancelled because the payment was unable to be completed.

      Business Response

      Date: 12/06/2022

      Hello,

      Sorry to hear that you were having issues making a purchase through our website. Please contact us on contact.skullcandy.com so we can assist you with placing an order. Once again, we apologize for the technical difficulties, we'd love to make this right for you.

      - 

      Customer Service Team

      Customer Answer

      Date: 12/06/2022

       
      Complaint: 18457289

      I am rejecting this response because:

      Sincerely,

      ***********************

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Headphones arrived and never worked properly. The only way to get a warranty is for me to pay the shipping costs to return their defective item to them. How is the consumer responsible for return shipping costs on a faulty product that is still covered under warranty. It wasn't a few dollars - more like $30.00 to ship back we require you to pay to ship the product to us. It should only be a few dollars to ship via your local post office. We only need the headphones themselves back, not the packaging. We pay the shipping to get the ***** NEW, non-refurbished product back to you. We have a quick turnaround processing time of 2 business days once receiving the product. If you wish to take advantage of our amazing warranty simply visit your local post office and get your defective headphones shipped out to us, and we will handle the rest. We are very sorry for any inconvenience the shipping cost causes

      Business Response

      Date: 11/08/2022

      Thanks for your honest feedback, we always love hearing from our customers.  Im sorry that your headphones didnt live up to your expectations. I suggest visiting our warranty page https://warranty.skullcandy.com/ then we can help you further with your device. Please notify our agents about this issue and we assure you that we will handle this for you. Both our products and our customer service have an amazing reputation and I know we can do better for you.

      Thank you.

      Customer Experience.

      Customer Answer

      Date: 11/09/2022

       
      Complaint: 18374453

      I am rejecting this response because: I have contacted customer service over the phone and via e-mail and have been told too bad that's our policy either pay the shipping or there is no warranty options.

      Sincerely,

      *********************

    • Initial Complaint

      Date:10/07/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      about 2 weeks ago, I returned a faulty product with a value of 140.00 cdn. I was given a warranty coupon for the same value. After waiting for the item I wanted to be back in stock, I wanted to purchase it along with another item but the total cost was 180.00. At the same time that I was given the authorization to return my original item, I was offered a discount coupon of 25% which was perfect because if I applied this discount to my replacement order of 180.00cdn, the total would come to 135. I don't care about forfeiting the 5 dollars left on my warranty coupon. (another unfair policy they have is if you use the warranty code, it's a one time thing, if you don't use the whole value, too bad !!!) anyway, this other policy is that you can't combine 2 coupons even if one has nothing to do with the other. Why would I want to pay 40 + tax when I don't have to if I would be allowed to apply the discount coupon THEY offered me. Why offer it in the first place ? totally unfair. + I just found out they don't even have a toll free number anymore that you can reach and talk to someone. they have become so rigid and unfair when they used to be so friendly and flexible. this is not the way to retain clientele. All I want is to be able to apply my 2 coupons and then I will be done with this company. they make good products but buyer beware if you have an issue.

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      It's been the second time in 6 months that I had to return my headphones and earbuds at MY expenses. For the second time, they gave me a coupon code to purchase new ones on their site. The problem is that they NEVER had black or grey headphones to replace mine in any models. Tho they have them on the US site and Amazon and Wal-Mart, etc.etc.
      Can I have my expenses fee of returns reimbursed?
      Can I have my money back to buy them somewhere else?

    Skullcandy, Inc. is NOT a BBB Accredited Business.

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