Review Time
Momentum True Wireless 2 ordered 7th of April 2021. Still did not get anything. Their so called customer service said that parcel is undeliverable, and they could issue the refund only if they receive that parcel - bloody joke. Tracking number sent to me 30th of April ( 23 days after purchase ) says that item is being returned to Sennheiser. Same day I received email from some person from Marlow saying that they have my parcel asking if I still wish to receive it or I prefer the refund. I chose the headphones. This person also asked me to confirm my address and mobile number, which were both correct, so I confirmed that. Since then silence again.I would give them ZERO star rating but unfortunately there's no such an option.AVOID THIS STORE AND THEIR CUSTOMER SERVICE AT ALL COST, CUSTOMERS MEAN NOTHING TO THEMUpdate: Headphones delivered 6th of May (29 days after purchase)lol. At least headphones sounds great
I sent my wireless mic kit for repair as it stopped working after a year of use. It was sent back to me still broken and very poorly packaged, not wrapped up and bashing around in an oversize box. Customer services passed me around until I wasn’t even sure it was genuinely Sennheiser. Bunch of cowboys. I’m still trying to get a replacement.
Ordered a pair of headphones, where it states a dispatch email should be sent out within 2 days. It's been 5 days and still no email. Plus, it states in their website "free returns within 60 days of purchase" good, right? Well there's also a disclaimer that products could take over 7 weeks to ship... That seems a little scammy to me, as if it does finally arrive after 7 weeks, and there's a fault- guess what? You have to pay to send it back for repairs! Sweet!
Two weeks since I ordered, still not dispatched, support has no idea when it will be. Terribly managed store, DO NOT BUY.Edit: A full 37 days after ordering I finally received a refund. Don't put yourself through the hassle of ordering something from here and having to deal with their useless customer service. Communication was awful throughout, with customer service representatives several times trying to fob me off by saying "it's best to just wait", as if that is in any way reasonable for an item that had been ordered over a month ago (delivery promise was 1-3 days!).
Received a pair of earbuds from my husband as part of a Christmas gift but they started cutting out on one side after 2 months that cost nearly £200 but we are now told they are only covered under a guarantee for 30 days sad and laughable
I don't see what the problem these other reviewers have!I ordered the Momentum 2 TWS Earbuds. I noticed the delivery notice on their website said 'delivery could take up to 7 weeks due to Brexit' I got in touch with them to say this could be a problem because I'm moving - I ordered them on Friday 5th March, I received them on Tuesday 9th March, and they were delivered from Germany! That is an absolutely fantastic service in anyone's language.As for the buds themselves... They are a bit fussy with connectivity between devices but the sound more than makes up for this..Very happy
The worst delivery service never saw same as their customers service it a shame a company with this kind of reputation should have been ready after year of covid . They use it has excuse for their poor service 4 weeks I ordered still nothing '' in prices '' that mean? But they were ready for that kind of lying.. you cannot cancel before receiving, how convenient they do that because they know... China are better services when whi cannot get China I be myself close my website...shame
Having paid £2500 for a Sennheiser Ambeo soundbar, the Sennheiser brand itself is at risk of losing ALL respect and credibility owing to the total chaos of their direct sales website. They are currently telling me that they "don't know where it is". This kind of shameless failure is causing serious reputational damage to Sennheiser, and frankly it leaves a bitter taste. Sack Digital River and find a competent front end sales.I ask you, how is this even possible in 2021? Absolutely shocking!
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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