Review Time
3 strikes & you're out in my book!
1st order: Shipped late. Quickly discovered that they do NOT make anybody available to resolve issues by phone -- you have to leave a number and wait/pray for a return call. At the time I had the specific e-mail of an associate I'd dealt with earlier, and he jumped in & helped immediately. It appears they've plugged that loophole now.
2nd order: Shipped open box product where new product was advertised/charged. Same old story: nobody available to speak with you. Either leave a # or e-mail. They ended up issuing a $50 refund, but this should not have happened.
3rd order: In a panic I ordered a $150 TOSLINK cable, but found out later the issue was elsewhere. Again: nobody available to assist with the return. In response to e-mail, they did approve the return, but charged a $15 "return label fee." Grrr.
Hopefully I'll have my wits about me next time & remember to avoid these shady people who only half-heartedly provide customer assistance!
3 strikes & you're out in my book!1st order: Shipped late. Quickly discovered that they do NOT make anybody available to resolve issues by phone -- you have to leave a number and wait/pray for a return call. At the time I had the specific e-mail of an associate I'd dealt with earlier, and he jumped in & helped immediately. It appears they've plugged that loophole now.2nd order: Shipped open box product where new product was advertised/charged. Same old story: nobody available to speak with you. Either leave a # or e-mail. They ended up issuing a $50 refund, but this should not have happened.3rd order: In a panic I ordered a $150 TOSLINK cable, but found out later the issue was elsewhere. Again: nobody available to assist with the return. In response to e-mail, they did approve the return, but charged a $15 "return label fee." Grrr.Hopefully I'll have my wits about me next time & remember to avoid these shady people who only half-heartedly provide customer assistance!
Purchased a set of speakers on affirm from audio advice. After waiting two weeks, it still wasn’t shipped so I called the company. They have an answering service and all they do is take messages. They don’t handle any issues or anything and then they’ll have an agent call you at a later date. When I finally got a call from the agent, he told me it was basically my fault because their website shows that they’re sold out even though when I purchased it at shop.com It didn’t say sold out. And he told me it was because it wasn’t their website. All he did was offer me a refund or waiting longer. I told him I’d wait a little longer if he thinks they would get it in within a week or two and he said that they would. After waiting an additional 2 to 3 weeks I still didn’t see it shipped, I then checked their website and it did not say sold out. I called the company who just took a voicemail and never called me back after five days. I called again and told them I want this expedited or refunded ASAP and they finally refunded it. After I’ve already started to pay interest on my purchase. This company did not call me when they did do the refund or tell me which they were gonna go with zero communication skills zero customer service skills. I will never purchase from this company ever again.
I purchased a CD player and AMP directly from Marantz and JBL speakers from Audio Advice. After installation one of the speakers was not delivering full sound. I called customer support and initially spoke with Jeff who was beyond helpful and after answering some questions it was suggested that it could be the AMP. Called Marantz who does not have an exchange policy therefore I had to return the AMP and purchase the replacement. Received the replacement and had the same issue. Called back Audio Advice and spoke with Mike who like Jeff was more than helpful. Both Jeff and Mike did not think it was the speaker however was willing to do whatever to make the situation right. After another call from Mike he suggested that as a last effort change out the RCA plug which I did and problem solved. These guys were amazing to work with followed up with return calls and I even felt their frustration for me. I would highly recommend doing business with Audio Advice they are a class act and stand behind their commitment..Janet C.
The first time I went by the store to hear the Super Lintons was on a Monday. I parked in front of the store close to a customer and employee loading the customer’s car with some merchandise. I was in the car a minute, then went to the front door, which was locked. The employee was walking away (inside). I knocked, but got no response. I then see the hours sign saying they are closed Mondays. Fine, maybe my “fault” for not checking first, but a little effort to have human interaction encourages a potential customer to come back to purchase what are, essentially, luxury items. Today, Saturday, I tried again. No other cars out front, three employees inside. One (I took for management, maybe wasn’t, but looked the oldest) asked could he help me, and I replied that it was a good day to listen to a good stereo, which seemed to make him pause. I said I was interested in hearing the Lintons. “Which ones?” “Super Lintons”. Another pause and he’s looking at me like I had the name wrong or maybe calculating my ”buy-ability” vs his time/effort. I asked if that wasn’t the correct name, and he said it was, but they didn’t have them after the initial period when newly released. “No room in the store…” Odd, but OK, I guess. They do have a lot of merchandise in there, I suppose, but can’t be sure because that seemed to be the end of his sales effort. No “I’m sorry, would you like to listen to the regular Lintons ( /KEFs/whatever)?” He appeared done with me, so I said thanks and turned to go, the only potential customer in the store. I did step in a room with McIntosh equipment just to look. I’ve had McIntosh…good stuff. My e-bike costs more than the Super Lintons. Maybe he was having a bad day, maybe my initial comment made me look unserious, I don’t know. It just left a bad taste in my mouth.
What an utterly abysmal company. Their customer service is for all intents and purposes non-existent. I ordered a $2000 AVR from them... it shows in my account as ordered and charged to my account, but they use a comically siilly tracking service with SHOP as opposed to FedEx or UPS. Well SHOP tracking doesn't show any real tracking info at all, it only shows when something has been delivered. So my order is basically drifting in the wind somewhere. Now here's THE WORST PART: You can't actually call a human being at Audio Advice. Calling their customer service number lands you in an "answering service" who doesn't know the first thing about your order, but they assure that someone from Audio Advice will call you back...... I have now gone that route three times for this order and NOT A SOUL HAS CALLED BACK. Nowwwwwwwww, I find out that the receiver I ordered and was charged for WAS NEVER ACTUALLY IN STOCK. Like, are you kidding me??! New Edit from about 10 minutes ago: A gentleman called me, FINALLY. Apologized very genuinely. So one positive element amongst a dozen negatives.
Absolute scum bags. Placed an order for an item they supposedly had in stock. Days went by with no receipt or tracking number. Took 3 days of calls and emails to reach somebody who finally told me they never had it. This garbage business is a waste of time and money. I don't know why I even tried them over one of their many, many reputable competitors. Lesson learned I guess.
I ordered, on a whim, an open box vinyl stylus because Audio Advice had it in stock and for the lowest price around the net. I had never ordered anything from them before, so I was extremely wary about the experience (and the item wasn’t cheap!). The stylus came in pretty quick, I open it and see that there is no needle on the cartridge! My heart started beating fast, thinking I was going to lose out on this deal, since I wasn’t too sure of how good their service is. I started the return process on their website and submitted photos. I decided to also call their 1800 number and had to leave a message. I was starting to sweat profusely over this transaction but the next day I get a call from Audio Advice and the person helping me (Darren? I forgot his name, sorry) was super helpful and understanding, he reviewed my case and decided to make it right by sending me a new replacement stylus at no extra cost. A few days later, the needle came in, new and working flawlessly. He completely turned around my experience and my future with audio advice is bright, and will happily order again from them. Awesome job, thank you!
There is fellow at Audio Advice named Marty. He is truly excellent and uber helpful. He always response with knowledgeable answers. I highly recommend them because for me and from my personal experience with Audio Advice in general is that they have better customer service and knowledge than most hifi shops I have contacted. I highly recommend Audio Advice as they do Know their stuff. Thank you Marty for the speaker advice on those JBL's 3600 HDI speakers.
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