bose.co.uk

Enough is enough! Never Ever EVER Again!! Appalling!!

Enough is enough! Never will I buy Bose again. Ever! Purchased a Smart Soundbar 900 on the 17th of May 2024, within four months ownership, and very little use within the four months, an auto update initiated, but the first speaker ended up in a constant update loop, and would not reset, and was totally unusable, no one could fix the issues remotely in the UK, that can only be done in the US, and I was talked through all fixes via the tech team, but nothing worked. I am very tech savvy, and generally fix most issues.In the end, I was redirected, and I had to speak to the returns/repairs department that were extremely rude, and I had to explain to them what I had done to the speaker! Like it was my fault! After some heated exchange of words, I eventually had to send the speaker to Poland to be repaired, which it was! Roughly two months away in Poland, for repairs, I then finally got an update it was being returned, but on the way back to me, it was “lost” by UPS on return to the UK, the scans stopped at UPS Northampton, see their review from myself! After more investigation from Bose, a second speaker was being sent out, as the first was now totally lost with UPS, but I had to wait another two weeks to be informed another one was now on the way, and was late due to no replacement stock! I finally got an Ultra Surround Speaker as a replacement, rather than the 900 that I purchased as the 900 still had better reviews than the Ultra. But Ok, I’ll accept it, but… that was also unusable! The speaker on the very right side was crackling with constant white noise on power up! This was video recorded also a proof, as soon as I received it. I pushed for a full refund, as I’d had enough by now, and I am still waiting on a full refund today. Since the 17th of May 2024 to the 11th of March 2025. I’ve only had a working speaker for 4 months total, with very little use in between, and in my possession, and I am still waiting on a refund to purchase another speaker from another brand! Today is the 11th of March 2025, and still waiting to end this nightmare, and move on. I will never purchase, or entertain Bose in anyway, ever again! If you do not believe me Bose, I have a record of the multiple ref numbers. 3 Product Ref numbers, 2 ref numbers I was given for return contacts. Multiple online chat downloads at the end of conversations. Plus the four separate tracking numbers with UPS, the return for repair, the return to me with the history of the lost speaker via UPS, the second speaker to me, and the second returned to Bose for a full refund, times, dates, references, all available! Two speakers later! And a very sluggish refund! Spoken to Bose today! The 12th, and now the refund has been extended to 12-14 business days, from 7-10 business days. And been escalated with the finance team again! Again, I’m still waiting to end this nightmare, and no one cares! Just got an email from Bose. Now the 14th of March. It’s been recognised by them that the refund has taken over 22 days, since the return, and without the refund even being initiated! After being chased up multiple times! You know how to lose custom forever, and build a bad reputation for sure! Just look at all the Audio Forums. Just wished I’d researched further. Now the 18th of March. And still no refund! Or speaker. Now I feel like I am being punished for their mis-selling of faulty goods, and financial incompetence! Now Friday the 20th of March. Still no refund! And no speaker to my name. Now the 24th March, and I’m being told the refund hasn’t been released due to the warehouse not clearing the items arrival still, after the tracking has confirmed delivery a month ago via UPS, so again this is still ongoing! And the refund hasn’t even been cleared now apparently!! Lie after lie after lie! Now the 28th March. No speaker. Still no refund!! Finally, after pushing forward with Trading Standards, posts on social media, daily messaging direct with Bose, I finally got a refund, 1st April. And £9 short of my original purchase, and no compensation whatsoever for the extremely poor service, lies, broken promises, no speaker for almost a year, out of pocket for just short of a year, with no refund to purchase elsewhere while waiting, lost personal time on the phone and messaging, extra charges to phone, lost days off, repackaging costs, twice, home printing costs, fuel costs, and one year of inconvenience caused. They do not care! Not worth the price, I will avoid Bose for the rest of my life, and advise not to purchase Bose, research online, much better quality out there for the price. Live and learn!!!

Date of experience: Mar 11, 2025