Review Time
Review (English Version)
I purchased headphones at Bang & Olufsen Amsterdam (Van Baerlestraat 116) and asked for a tax-free refund since I am a non-EU resident. The salesperson instructed me to get the tax-free form stamped at Amsterdam Schiphol Airport customs, then send photos and documents via WhatsApp to the number they provided, so I could receive the refund.
At Schiphol airport, I was informed that customs no longer stamp tax-free forms manually, and only the shop can register the purchase in the tax-free system. Unfortunately, the store did not register it in the system, so the refund could not be processed.
We lost time, stood in long queues, and ultimately missed getting our tax-free refund on a €600 purchase — approximately 12–15 % of the VAT, simply due to poor service.
We tried to contact the phone number listed everywhere online (including the official website), called and sent messages via WhatsApp, but no one responded. It has been several days since the trip, including one full working day, and still no reply, no support, no follow-up from the store.
For a luxury electronics brand like Bang & Olufsen, this level of customer service — no response, no support, no tax-free processing help — is very disappointing and unacceptable.
I hope the company will improve its communication and tax-free support for international customers.
Caution! There are concerning reports about the company exploiting elderly customers by offering them overpriced TV and sound packages that are unnecessary. It seems that the focus is on commissions, and they appear willing to do whatever it takes to secure a costly sale.
Given their poor ratings on the platform, it's not surprising to discover that the company treats its customers poorly. It's hard to understand how a brand that markets itself as premium can be so lacking in various aspects without facing significant public criticism. To summarize, their highest-end headphones are completely unusable with the latest smartphone models, rendering my purchase useless for over two months. Even worse, the company can't seem to provide a consistent explanation for the problem; sometimes they blame the smartphone, while at other times they promise a fix in a future update, despite acknowledging the issues in a blog post. It’s their responsibility to ensure compatibility with the most popular smartphones, yet even basic connectivity seems to elude them. Other manufacturers have managed to address similar issues, so it's unacceptable for this brand to still be struggling months after the device's release. Expecting customers to adjust their smartphone choices based on compatibility with their headphones is unrealistic. In my case, the headphones randomly connect and disconnect, pause content unexpectedly, and switch between modes inconsistently. The battery performance is erratic, and despite showing a full charge, they don't actually charge completely. I returned them to the official store, but they claimed they couldn't find any hardware issues, ignoring the known problems the company has publicly admitted to. Whenever I reach out to their support team, I'm told the issue lies with the smartphone, with no solutions or compensation offered. I've been patient, but enough time has passed, and this isn't just a minor issue. While I don’t expect the brand to recognize consumer rights fully, I hope others can learn from my experience—luxury doesn't always equate to quality or satisfactory service. This applies to both their products and their treatment of customers. Buyer beware: paying a premium for a brand should not mean settling for mediocrity.
Lousy customer service. Charge premium prices but their products don't work and their response is basically "We've got your money now. You can do one." I have a Beoplay P2 speaker that won't play for more than a few seconds, or at best a few minutes before playback stops and has to be restarted on my phone. Contacted them several times about this issue. They send stock troubleshooting response but when that doesn't work, they are absolutely no help. So I have an expensive speaker that is about as much use as a house brick. Refused to offer any suggestions, advice, compensation or help of any kind. Just washed their hands of the problem. Don't buy their products. Tickets: 1342578, 674077, 622374, 408293
I have been a loyal Bang & Olufsen customer and have always valued the brand for its quality. My Beoplay EQ earbuds worked flawlessly for years. However, immediately after the most recent software update, the left earbud began disconnecting repeatedly. The right earbud continues to function, but the left drops out every few seconds, making them unusable.I contacted Customer Care and explained the issue clearly, including the fact that it began only after the update. Their response was disappointing: they claimed “no other users are experiencing this issue” (which is demonstrably false, as there are hundreds of reports on Reddit and other forums of the same fault) and offered me nothing more than a 30% discount voucher for a future purchase. They also stated that repair or exchange is “not possible” because my product is out of warranty.This is unacceptable. A manufacturer‑issued update that breaks a product is their responsibility, regardless of warranty status. Under UK consumer law, goods must remain fit for purpose and free from defects. Warranty expiry does not absolve a company of liability when its own software renders a product defective.Bang & Olufsen’s refusal to acknowledge the widespread nature of this fault, and their attempt to dismiss it with a voucher, undermines their reputation for quality and fairness. Customers deserve better.I urge Bang & Olufsen to:Recognise this as a firmware‑related fault affecting multiple users.Provide repair, replacement options rather than discount vouchersUphold the standards of customer care expected from a premium brand.Until then, I cannot recommend Bang & Olufsen. A luxury brand should not leave loyal customers stranded when its own update causes a product to fail.Why would I spend my money on another B&O product when I can go to your competitor- your offer of 30% discount had no understanding of the issue, this issue with left EarPods losing connection after a software update is soooo common. Ref 1384935 made on the 2nd Nov. The EarPods are just over 2 years old. I was sooo happy with them until the software update made on the last few days of Oct 2025 and I’m going around and around in circles asking B&O to take ownership of the impact of their software update. As said they were working brilliantly.Can you confirm if the software is owned by B&O ? Hi, ****you didn’t answer my question nor did your customer service agent****Most importantly the statement B&O provided is misleading in that “ No other users are experiencing this issue” is contradictory to hundreds of public reports. This was your Customer Service statement - completely false. I thought such a brand would have more integrity.Let me help: Under the Consumer Rights Act 2015, specifically Sections 9, 10, and 19, goods must remain of satisfactory quality, fit for purpose, and consumers retain rights to enforce these terms even beyond warranty. A firmware update that renders the left earbud defective constitutes a breach of these statutory obligations.It’s as simple as that. B&O this is the reply from your customer service department…… a weak deflection even knowing many of your customers have had this issue….“…From their assessment, the malfunction appears to be an unfortunate coincidence rather than a result that can be directly attributed to the update….”I will now escalate to Trading Standards. It was your firmware that caused the issue.My advise would be to never buy B&O as they lack integrity and the service is shocking - go with another competitor like Bose or Bowers!
In light of their abysmal rating on the platform, I suppose most people would not be surprised to learn that B&O treats their customers poorly. Honestly, I cannot fathom how a company that presents itself as this premium / borderline luxury brand can be so inadequate on so many fronts, with little to no public backlash. Nevertheless, to cut a long story short, B&O’s most high-end headphones (i.e. the Beoplay H100) are completely unusable if you happen to own either an iPhone 17 Pro or an iPhone 17 Pro Max. In essence, this means that the headphones I bought less than half a year ago, have been useless for more than 2 months. To make matters worse, B&O seem incapable of keeping their story straight – at times, they insists the issue is with the iPhone, yet they are adamant that they will fix the issue with a future update and there was even a blog post regarding the multiple issues with Apple’s latest devices. So which way is it? Bear in mind that it is very much B&O’s job to make sure the headphones work with the single most popular smartphone of 2025, and that any cheap headset can at least stay connected to an iPhone 17 Pro – something which cannot be said about the Beoplay H100. While I do understand that the new chip could have indeed caused some of the issues (1) Sony and other manufacturers seem to have figured them out and (2) more than two months after the phone’s release B&O are still incapable of ensuring even the basics i.e. enabling the headphones to pair and stay paired for a prolonged time with an iPhone 17 Pro. This is unacceptable, especially given the brand image B&O are trying to present. Additionally, maintaining that customers have to base their smartphone choice on what devices can pair to B&O headphones is delusional. No one will switch their smartphone, or transition away from iOS to Android because of a pair of headphones. For the sake of providing all the necessary details, for 2+ months my headphones: (1) randomly connect and disconnect, (2) spontaneously pause content, (3) constantly switch from ANC to transparency and vice versa. Furthermore, the battery percentage is inconsistent, they do not charge to full (despite the indicator switching color to green), and a whole plethora of other issues are also present. I handed them over to the official B&O store from where I bought them only to be told that they could not identify any issues with the hardware (leaving aside the fact that an issues is indeed present, which B&O have admitted to in a publicly available blog post). Every time I try to speak to a B&O official I am constantly told that the problem is the iPhone 17 Pro and I am offered neither a solution, nor any form of compensation / way forward. I was happy to wait, but I feel like enough time has passed and this is no minor pet peeve. While I do not expect of B&O to miraculously acknowledge that consumer protection is a thing in the EU and that buyers enjoy certain rights that extend beyond the point of purchase of devices, I just hope that other people can learn from my experience – luxury does not necessarily mean “of good quality” or even passable for that matter. That goes for both B&O’s hardware/software and their (mis)treatment of customers. Buyers beware. There is nothing wrong with people paying a premium for a certain brand – unless the latter happens to stand on nothing more than pure artifice.
Bad service and bad quality. I have earphones just used them 10 times and they are broken and cant be repaired. They look new but can throw them away so dont buy any product of B&O as it is not worth your time and money. Apple or temu will be a better option as you see they will reply within 24 hours but they think problem is solved after they replied but it aint so dont assume it is a good company but just a really bad company because they aint solving nothing but just make another product go broken. I had two earphones and after bringing both earphones they are more broken then before so stop answering on reviews B&O and start solving problems and do not advise me to buy a new product with bad quality for way too much money
Awful warranty support; Sent in my defective headphones only for there to be an issue with the shipping prompting a UPS investigation. Currently been dealing with this issue for a month, and the worst part is UPS wants to close the investigation but I can't get anyone from Bang and Olufsen to respond to either UPS or me. Any requests for assistance are only met with flat unhelpful instructions to wait for the "management team" and any attempts to directly contact the management team are blocked by the need to "schedule a time for management to call you" which they NEVER do. Ridiculous, inefficient support for what is supposed to be a premium brand. Will likely never purchase a product from this company again.Edit: Responding to the company; my ticket number is 1376971Edit 2: Still have received no reply from the company's support team despite their Trustpilot assurance that I would receive assistance promptly. Impossible to know how much longer I'll have to wait.
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Firmly grounded in our more than 95 year history in Bang & Olufsen, we seek to deliver best sound and acoustic performance in our class of products. We adapt technology to fit human needs and design our products in ways that makes them express how they want to be used and by whom. We are always honest in our material choices and pay attention to every detail in the design and assembly. We hope you will share our passion to make beautiful music. https://www.bang-olufsen.comSee more
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