Review Time
Extremely terrible customer service absolute scumbags I had an issue with my soundbar 900 and Bose send me a prepaid label to send it back for repairs and Ive done so and there was an issue with the return process my item ended up getting lost in the mail because it got delivered somewhere else so I contacted Bose and they told me that they would be taking Full responsibility and they would replace my soundbar FOC and I was told this multiple times I have proof of this so Over three weeks go by and I havent received anything so I contacted them back again and apparently they started an investigation and Ive been told over 5 times by the customer support to wait three business days for a response but they never contacted me so after calling 7 times I finally connected to somebody from the escalation department and I get connected to probably the most scummiest Individual Ive ever spoken to who goes by the name Luke he just expressed that UPS lost your item thats not our problem you just lost $1200 even after bose stated they would replace my item FOC And making me wait a month and a half for an investigation to see what happened and to come to the simple conclusion that ups lost my package and to take it up with them and on the phone he just constantly kept talking over me not giving me a single chance to explain anything regarding a situation and dodging every single question I asked him basically pretty much not wanting to take any responsibility for the issue and he was very quick to terminate the phone call because he knew he was wrong. But luckily I purchased Insurance at UPS before sending it out and I contacted UPS and I was able to get a hold of A supervisor and I sent him all the screenshots and phone call recordings from Bose and the phone call with Luke explain the situation and I was able to get a maximum coverage for up to $500 which is better than nothing so this is a warning for everybody to be careful with this company because they are nothing but lying thieves and to go with a more trusted company like JBL or Sony The customer service is way better and you wouldnt get swindled out of your money and if you were ever are dealing with a similar situation like me make sure you record all phone calls and screenshot all chats because it will help you I am not surprised that Bose have to shut down almost every single one of it stores in the United States
The fact that people mostly leave reviews when they have a problem is probably the reason for a low average score and likely misleading.Using Bose products -headsets mainly- for many years and they are brilliant. The latest item however had some issues and called customer service instead of checking online. Both the representative and the service given was professional and excellent, from handling the issue and to replace the item seamlessly.It's rare these days when the customer is valued and cared for. I don't think it was an accidental one-off, or just my pure luck and quite unsure how others feel Bose isn't provide value service.
I purchased th Bose QuietComfort earbuds less than 12 months ago. Recently there were issues with connections and flashing red lights so I contacted their support who agreed to replace the items. This is when the nightmare began. They provided me with a UPS return label. I returned the item and had proof of this. After a few days I noticed there had been no progression so I contacted UPS to see what was going on. They confirmed as Bose ordered the return they would need to raise an investigation. It has now been nearly 2 weeks and Bose have flat our refused to investigate the issue. They have said the item has not arrived so they will not be sending a replacement. I have attempted to contact them via phone (dont bother) whatspp, messager, and twitter just to try and get someone there to speak to UPS and get the matter resolved but there has been no progress what so ever and I just get a standard response that the case is closed. I have provided evidence showing the return label, proof it was accepted by the UPS return point, proof it had been accepted into the UPS system and yet Bose are doing nothing to investigate the matter. I am essentially left here with no (faulty) headphones, no replacement and feeling like I have been robbed. My hands are tied and Bose are refusing to sufficiently investigate the matter. I will never buy a product from Bose again, I (wrongly) assumed them to be a company providing quality products. Please heed my warning, the product was poor quality and the customer service even worse.Update: After weeks/months of attempting to get the situation resolved with the only option to communicate with Bose via Twitter and ultimately having to threaten to take action in the small claims... I have my replacement headphones! Never again shall I make another purchase from Bose - I only hope this replacement pair lasts longer than the previous ones.
I thought Bose was a quality brand and so purchased from them a gift for a leaving colleague. Terrible customer service! They lied about or got wrong the delivery date before I placed the order, then when UPS gave an ETD later than they’d said, did absolutely nothing to help. I would recommend shopping elsewhere!
The UK escalation team is a complete farce. Faulty Bose sub1. Failed during a gig - only six months old. Gig was a very prestigious wedding I was performing and Dj’ing at. Bride and groom upset with sound, had to be refunded partially. Rang Bose. Waited 2-3 business days to hear from the Professional PA team. They told me they were escalating this and I would be compensated in due course. Advised 3-4 weeks for a repair. Agreed to wait for escalation team to resolve. Has to wait further 3 days to hear back from Uk based team. This ultimately led to nothing. Got a very blunt and insincere apology. Offer to repair, no replacements available, no gesture of goodwill, no compensation, no alternative unit. So a week wasted with faulty unit. Will be thinking long and hard about using Bose in future.
My earphones stopped working after 2 months. Still on warranty but in order to replace them I had to send them and I was advised turnaround time is 4 weeks for new ones to arrive. Not only that, Bose lost somewhere my dispatched package and it’s nowhere to be found. Worst customer experience ever. Wasted money.
My sound bar stopped working and as it was only 6 months old I contacted Bose under the guarantee. Initially hard work to deal with but eventually I got an email with a label to return it via DHL. As there had been no update in 2 weeks I tracked the package and all it’s done is go 10 miles to another depot. So many of these companies like to say they have great customer service but this one certainly doesn’t. Wish I’d bought it at John Lewis. At there you get proper customer service. Won’t buy direct from Bose again.
I’m totally surprised with the amount of bad reviews for this company as I have nothing but a perfect service from Bose over the last decade. My last experience showed me that all my years of loyalty to the company paid off as after a payment mistake they reinstated a warranty as a one off on an item that I purchased in 2017 (well out of warranty) as a goodwill gesture. The work was done quickly and totally at their cost, couldn’t of been happier.
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