I wish there was 'minus' star option in Trustpilot.On the 13th of Feburary, I purchased Momentum 3 Wireless through their website. Four days later, I received a tracking number from Sennheiser Digital River that directed me to UPS's tracking website. I noticed that the timeline does not make sense. On the 17th, it was dispatched, but then it showed that it was returned to the sender. It just did not make sense at all. On the 18th of February, the tracking page said that my item is in the transit. Now, how is it even possible for an item to be in transit but also at the same time, returned to the sender? I initially reached out to UPS, and they confirmed that the item is returned, but they wouldn't mention anything about the faulty timeline. Today on the 23rd of Feb, I reached out to the Sennheiser customer service. The lady on the phone said that the item is 'in transit' to be returned to the Sennheiser. I told her what UPS told me - the item is already with the sender - then she puts me up on hold for a couple of minutes and says, we are not sure if the item is in the warehouse. This does not make sense as companies with the warehouse would definitely scan the items as soon as they arrive or to be processed. When I told her then I would just cancel my order and get the refund, she said that I do not even have to cancel the order as it was going to be refunded anyways when the item comes back to them. She added that Sennheiser does not even know why the items are begin returned by the UPS. Finally, she said that it will take 3 to 4 days for the 'investigation' if the item is in the warehouse. What I see from this is very clear. Sennheiser, as a headphones manufacturer, is an amazing company. However, they totally abandon the responsibility for handling every aspect of the consumer experience. They contract DigitalRiver to have all the retail process, and it is somewhat like, oh we made the product and it is your job now to be a retailer. This is an absolutely irresponsible act and harms the reputation that Sennheiser built over the years.Customer service and communication, on the other hand, is a total tragedy. DigitalRiver does not simply answer the emails and does not update you on what is happening with your order. I feel like I do not even have to stress part as 'let us investigate if the item is in the warehouse, and we will tell you in three days' explains it all. I would like to end this complaint by first, I would never buy a Sennheiser product, as this proves that they are just the manufacturer of headphones and not the company that cares about all customer experience. Therefore, I have no interest in buying their product.Second, UPS and DigitalRiver are the total failures regarding customer service and reliability. Sennheiser must think that choosing unreliable partners directly leads them to be unreliable manufacturer. You will end up spending quite a sum of money and hear nothing from them.
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