Review Time
Headphones sent for repair on 2/8/22, 5 weeks later and we have heard nothing. There is no email address, I can't get through on the telephone or on the Live Chat on their website. Appalling customer service, would never buy from them again.
Sent off headphones for repair, no acknowledgement of them arriving or status of things, 4 weeks later I get them back in the same package that I sent to them! No notes to say what work (if any) had been done. Just the headphones and the paperwork I gave them re the fault/invoice etc. That all sent back, not even addresses to me...but The Occupier and the item is still faulty. Absolute shocking!
Possibly the worst customer service ever. I bought a pair of headphones in the airport through security and they turned out to be faulty. I had to pay to return them and I got an email acknowledging the return and asking me to re-send the receipt but then nothing. I emailed multiple times including a copy of the receipt and I heard nothing. I telephoned and each time i got through to their company in Germany (they have no telephone contact in the UK) they put the phone down on me when I asked if they spoke English. So now I am out of pocked for a pair of headphones and the postage to return them. Next stop citizens advice bureau. Customer ref. C220805-0326
The worst company I've ever dealt with and that's saying something. I'm not a complaining, moaning type of person but, very reasonable, having said this they've really annoyed me. My GF found a deal on their website in December for a pair of headphones. We were a bit hard up at the time and so weren't going overboard with presents. She bought me a pair of £89 headphones on offer for £50 and was guaranteed for weeks that they'd arrive before Christmas Day. Fast forward to the start of January headphoneless and they stop replying to my gf. Fast forward to February and they finally get back claming they never received the order, incredible considering they still had her £50. After a few back and forths and us wondering why we were guaranteed delivery before Christmas for an order that "didn't exist" they refunded us our money and gave us a voucher to use to get the headphones at the price we tried to purchase them for in December. Due to money issues we couldn't afford it at that time but, were once again "guaranteed" we'd be able to use the code at any time. I used it last night and bought the headphones for £53 including delivery, woke up this morning to find they've cancelled the order but, it was very nice of them to tell me I'm welcome to redo the order. They may have a great rep for their audio quality, unfortunately I couldn't possibly remark on that due to their well below acceptable standard of customer service. For a company that specialises in audio, your voice tends to fall on deaf ears. What a pity, we thought we were dealing with pros, but it's a totally amateur set up they have.
I will never buy another sennheiser product in my life. I bought a pair of headphones in November last year, when I opened them one of them had a factory fault and was completely dead. I have been trying since then to get my money back with no luck. Originally they agreed to refund me, but now no one is responding to my emails. The last email I got told me it wasn't their problem as the company had been sold to another a company. Never ever again.
Sent my Momentum TW 2 for repair under warranty and haven't heard back after 2 weeks, not even an acknowledgement of reception though tracking says they were delivered. No support phone number, no agents in live chat, just bots, no way to speak to them. After reading reviews here I'm now convinced I lost £279 worth of gear, or will have to wait months for a repair and not buying Sennheiser ever again.
Sent two radio microphones to be repaired - one with a simple mute switch fault. UK sent them to Germany. Unable to repair their own kit - offered two new ones at trade price. Took months to do nothing. The kit is excellent - the service is appalling. At least I would have expected replacement printed circuit boards.
I have used Sennheiser for just over 17 years - got my first pair when I was 15, and they lasted me over 10 years - with a few wires changes, but otherwise brill. About 2 years ago I decided to go wireless, and got myself a pair of HD 450BT - great design, amazing sound and long battery life - all I need. Unfortunally a few weeks ago the power button decided to get stuck, and the headphone would turn on and off all the time. I wrote to Sennheiser support, and got a request to send them for repair + a lable, the same day. After 10 days, I had not heard anything, so I wrote to their support, to get a status of my repair - I got an email the next day, that the repairs can take up to 6 weeks, but that they had decided to send me a new pair, free of charge, despite that I have neither warranty or insurance.To me this is just yet another reason why I only buy Sennheiser for my ears - what an outstanding service!
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