Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of Complaint:
  I am filing this complaint against JLab Audio for false and misleading advertising regarding the JLab GO Work Wireless On-Ear Headset Gen 2.
  
  
  JLab advertises the JLab GO Work Wireless Headset Gen 2 as having a noise-canceling microphone. Based on this claim, I purchased the product expecting it to function accordingly. However, after using the headset, I discovered that the noise-canceling feature does not work as advertised—background noise is not filtered out, and the product does not meet reasonable industry standards for noise cancellation.
  
  Upon contacting JLab’s customer support, I explained that the product was misleadingly marketed and requested an upgrade to the JLab Epic Work ANC Wireless On-Ear Headset, which actually meets the advertised claims. JLab refused to acknowledge any false advertising, only offering a refund or a warranty replacement of the same ineffective product, neither of which addresses the deceptive advertising issue.
  
  Efforts to Resolve the Issue:
  
  I have repeatedly communicated with JLab support, specifically a representative named Lourdes, requesting a replacement upgrade as a fair resolution for the false advertising. Despite multiple attempts, JLab has failed to take responsibility and has dismissed my concerns, maintaining that their product meets its advertised claims.
  
  Resolution Requested:
  
  I request that JLab:
  1. Provide a replacement upgrade to the JLab Epic Work ANC Wireless On-Ear Headset at no additional cost.
  2. Correct their misleading advertising to accurately reflect the capabilities of the JLab GO Work Wireless Headset Gen 2.
  
  Why This Matters:
  
  False advertising is a violation of consumer protection laws, and misleading claims harm customers who rely on accurate product descriptions. Companies should be held accountable for deceptive marketing practices.
  
  I request that this matter be investigated, and I would appreciate assistance in obtaining the fair resolution I have requested.

  Business Response

  Date: 04/04/2025

  Hi *****,
  I apologize that the Go Work did not have the level of ANC that you needed. Looking at your order in ****** Shop (Order:****************** - $*****) it appers that a return/refund request was initiated on 4/1. We full stand behind our products with a 2 year manufacturers warranty or a 30 day refund window. Since you have refused the numberous attempts for proof of disposal or physically returning for a refund, I have made the decision to refund the order. Please note that since the order has been refunded, the unit you have is no longer under warranty. We are more than happy to work with our customers to find a solution to make our customers happy but I fail to see the justification for your request of a free upgrade prodcut costing $*** more than the unit you purchased.
  Thank you,
  ****** *********
  JLab Customer Support Manager

   

  BBB-Please find the full email converstaion between the customer and my customer service team attached. 

  Customer Answer

  Date: 04/04/2025

  RE: BBB Complaint ID #********
  Consumer Response – ***** *****
  
  
  Dear Better Business Bureau,
  
  
  Thank you for forwarding the business’s response. I appreciate the refund issued on April 1, 2025, but I do not accept the business’s response as a full resolution to the complaint.
  
  
  My issue is not with the refund process itself — it is with false advertising and misrepresentation. The product was marketed and sold as having a noise-canceling microphone, yet it does not contain any active noise cancellation technology that meets reasonable consumer or industry standards. JLab’s continued claim that this product delivers on its advertised features is false and misleading.
  
  
  While I understand that JLab is unwilling to provide a product of comparable value that matches its advertising claims, their refusal to acknowledge the deceptive marketing is the core of this dispute. I made multiple reasonable attempts to resolve this matter, including requesting a replacement that actually meets the advertised specifications. JLab instead deflected and declined responsibility for the misleading language.
  
  
  Accordingly, I will be pursuing further action through appropriate legal and regulatory channels. I respectfully request that this complaint remain unresolved and be publicly noted as such on the BBB site.
  
  
  Sincerely,
  ***** *****
  **************** **
  ********************
  ************
  
  

  Business Response

  Date: 04/08/2025

  Hi *****,
  We're sorry to hear that you are not satisfied with this resolution. Our Go Work do have an ANC microphones. As with all electronics, there is the chance for a defective set. This is why we have our 2 yr manufacturers warranty. We were more than happy to replace your unit both throught your chat message on ****** as well as through the email you sent directly to our design team. Your initial messages requested a warranty replacement or a refund. We offered a warranty replacement under our warranty policy which you declined. We then offeer a refund and again you declined. Through the entire process, it appears that you main goal was a free upgrade to a product that was $*** more than the set you purchased for $**. Now that the order has been fully refunded, you are still demanding a replacement worth $*** or the closest thing. No changes are needed to our website as these products are listed correctly and we have the design specs to confirm the listings.
  We are sincerlity apologize that we were not able to meet your needs.
  Thank you,
  ****** *********
  JLab Customer Support Manager

  BBB- Please note that we have fully stood behind our warranty process and refunded the order in full when a reasonable resoluion could not be reacherd.  The customer continues to demand (under threat of lawsuit) that we offer a free upgrade for her $** headphones for a set worth $***.

  
  

  Customer Answer

  Date: 04/09/2025

  Subject: Rebuttal to Business Response – Complaint ID #********
  
  
  Dear ****** **** ********
  
  
  Thank you again for following up on my complaint regarding JLab Audio. I am writing to formally rebut the company’s most recent response.
  
  
  JLab’s latest message continues to misrepresent the facts and deflect responsibility. This issue is not and has never been about the cost of the headset or getting a “free upgrade.” It is about false advertising and their failure to provide a product that performed as marketed.
  
  
  I purchased the JLab GO Work Wireless On-Ear Headset Gen 2 specifically because it was advertised as noise canceling. Upon use, it became immediately clear that this product lacked any meaningful noise cancellation. JLab now suggests that the product may have been defective — a possibility I raised from the beginning — but instead of resolving it by providing a comparable replacement, they consistently refused to acknowledge the issue.
  
  
  The company issued a refund only after I was forced to initiate complaints through other channels, including the BBB, and after ignoring my phone calls and messages. My calls to their support line were never returned after being transferred to a manager’s voicemail.
  
  
  I made clear that I was willing to accept a proper resolution: a product with the promised functionality. The upgraded headset in question is simply the most comparable product JLab offers with the features originally advertised. My requests were fair and made in good faith. JLab’s refusal, paired with their dismissal of the misleading marketing, has left me no choice but to pursue legal action.
  
  
  Therefore, I do not consider this matter resolved, and I will continue to take steps to hold JLab accountable, including pursuing a false advertising claim in federal court.
  
  
  Sincerely,
  ***** *****
  **** ******** **
  **************** ** *****
  ***** ********
  ********************
  
  

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought a JLab Go Sport+ Wireless Workout Earbuds Featuring C3 ******************************************* 32+ Hour Bluetooth Playtime, and 3 EQ Sound Settings (Graphite) from ****** for $20.92. Order Placed: December 13, 2024. 3 months of use, one earbud completely stopped working.Entered a help ticket through JLab Audio system, here is the link:********************************************************** Where i was told to destroy the earphones and send pictures of them being destroyed, then they would send new ones. After I did so, they did not respond to me. It has been 6 days since I sent the photos and destroyed the earphones

  Business Response

  Date: 03/20/2025

  We're sorry to hear about your experience. We recently added this additionall contact platform through ****** and are working through some bugs in the software.  We have fully refunded order 112-8198943-3924238 in Amazon.

  Thank you,

  JLab Customer Support

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** **********
  
   
  

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 28, 2024 I purchased a pair of headphones from this company via ********** (Jlab Store). Within 90-days, the items failed. The company claims a 2-year warranty on their products. I contacted them on October 23, 2024 regarding a Warranty Claim. They accepted my request on October 26, but as of today January 8, 2025 I still do not have a replacement. I have contacted them monthly since October and they claim manufacturing and shipping delays. Their most recent communication on December 29th claimed the issue had been escalated to management and to expect a response within 1-3 business days. Obviously they have failed also to meet this commitment. I am filing the complaint based on their not standing behind their warranty, their false and misleading communication, and would like a refund of the amount paid.

  Business Response

  Date: 01/10/2025

  Hi ******,

  I sincerely apologize for what you have gone through with this warranty. While we did see record numbers over the holidays, there is no reason that you should have had to wait that long for a warranty replacement (even with the replacement being shipped to ********). We have fully refunded your original order through Amazon and I will be addressing this case with my customer service agents.

  Thank you,

  ****** *********

  JLab Customer Support Manager

  Customer Answer

  Date: 01/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  Date:11/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 pairs of identical Bluetooth headphones in March 2024 and May 2024. The headphones have 2 years warranty. 1st order on Amazon - 3/29/2024, ****** ****** Order # ***-3601182-0888240 2nd order on Amazon - 5/31/2024, ****** ****** Order # ***-6634901-5045015 The headphones worked ok with Windows10 for a few months. A week ago I switch both my computers to Windows11. I had the worst week and I wasted 4 days trying to get the headphones to work, because I believed it was a Bluetooth or Windows problem. I changed 3 Bluetooth adapters, I installed and uninstalled 25 Windows drivers, and I wasted 4 days.Then I tried 4 other pairs of bluetooth heaphones and they all work without a problem.I emailed customer service being still under warranty. I didn't get a response for a week. I followed up. Nothing. I called them. They found my ticket, and offered a replacement. That is not of any use because they don't work with Windows 11. They flat out refused to accept a return, while I am still under warranty. Money lost.

  Business Response

  Date: 11/08/2024

  Hi ******,

  We sincerely apologize that we we did not get back to you sooner. I've checked the Amazon orders and it appears that both have been refunded. We're more than happy to provide you with a prepaid shipping labels if you would like to send them back.

  Thank you,

  ****** *********

  JLab Customer Support Manager

  Customer Answer

  Date: 11/08/2024

   I have managed to return them on ****** absolutely NOT thanks to your company. I spent hours working with ****** t and ****** supervises to return two broken products that your company refused to refund. So I did solve the situation by myself, with a lot of effort, and, again, NOT thanks to your company.

  Business Response

  Date: 11/11/2024

  We sincerely apologize for the experience you had and will work towards improving our performance and procedures.

  Thank you,
  JLab Customer Support

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 15 earphones from a supplier and found they are defectives, so i contacted the manufacturer for warranty, we opened 2 cases. they asked me to send them the invoices for both cases, we did. then they asked us to damage the products and send them the picture so they will give us store credits. we did. then, they asked us to return all the damaged the products to them, we did it too.after the received the products,for the 1st warranty case, they issues store credits for 7 units (70$/ea) but the credit codes can not work. we contacted them again then they starting to refuse the warranty for all of the units and offer store credit value(140$) who can only cover 2 units for both cases. they starting to say we bought from unauthorized seller they can not cover all of them. we request store credit who can cover all 15units of these defectives units(70$x7pc +70$x8pc). they denied it.

  Business Response

  Date: 09/22/2023

  Hello BBB,

  We fully stand behind our warranty policy. The policy covers all of our products when they are purchased from an authorized reseller. This customers original purchase was made through an unauthorized retailer with the intent to resell  the product which is also unauthorized by JLab (8/9/23 email). We offered to provide the customer a store credit for the same price they paid for the unit which was rejected. Since we did ask the customer to cut the cords on the charging case, we offered to replace those with new charging cases and ship the units back to the customer at no cost which was also rejected.

  If you have any further questions or concerns, please let me know.

  Thank you,

  *******************************

  *********************

  Customer Answer

  Date: 09/22/2023

  We sent them the invoice the 1st moment when we open the warranty case before they send us instructions to damage the products. They never told us it is from an authorized seller and we are not covered under warranty. 

  After they received the invoice, they asked us to damage the products. They never said its from unauthorized seller. After we damaged the products as they requested,  they asked us to send them back to get the warranty. After they received the products, several weeks later,  they decided the seller is not authorized. This is not acceptable. 

  the store credit they offered can only cover 2units instead of 8units. I asked them to send me the credit can cover all of these defective items or a cheque for same value I paid, both are rejected.

  They not only asked us to cut the cords on the charging case, also asked us to put the earphones in water to damage them in order to get the warranty. The earphones all had water damages due to their instructions, we can not take them back.

• Initial Complaint

  Date:06/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered, in stock, renewed-epic-air-anc-true-wireless-earbuds from this company and after one several emails to get an update on my order, one month later, I received them.They did not work, at all. All troubleshooting was useless and further review showed other customers received the same defective Earbuds from JLab. I contacted the company and they asked me to destroy them and send a photo and they would send a code to by another type of headphones from their website. I asked for the product I paid for and their proof of quality checks and they were FFP before shipping. Also, for a direct phone number to talk to someone that can resolve thier problem.It's been over 5 weeks and nobody will help or answer questions. Only response now is to return the items for a store credit on other headphones or a refund.This practice of sending known faulty products after one month and then asking for them to be destroyed and only then I would receive store credit is extremely shady and should be stopped. Why can't this business prove they were working before shipping and send an immediate replacement. They must have known the headphones were no good and only found a way to stall so I would spend more money on potentially non working products.I request to immediosend what I ordered, working! I have copies of all transcripts *** time frames upon request.

  Business Response

  Date: 06/14/2023

  Hi ******,

  I'm sorry to hear about the experience you've had. All of our renewed products are tested during the process of renewing them so it surprises me that you've had trouble with back to back units. Given that you've had to had back to back units go out on you, I'm more than happy to have a new (not renewed) unit tested and shipped to you or if you preferred, we can refund the order. Please let me know which you preferred and we can get it taken care of for you.

  Thank you,

  *******************************

  JLab Customer Support Manager

  Customer Answer

  Date: 06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of wireless headphones from J labs through Amazon and within two weeks I started having issues with that device working intermittently so I reached out to file a warranty claim. I was told to send a video of me, breaking the headphones or submerging them in water ice sent them a video of the headphones being broken completely, and they still refuse to help me under the warranty that they specifically laid out and I followed

  Business Response

  Date: 05/23/2023

  Hello,

  I was able to access the email thread from yesterday (5/22-Ticket: *********). I apologize for the confusion. I see that my team has packed up a new replacement unit which will be shipping out today via **** (It would have shipped yesterday but the outbound mail had already been picked up). The tracking number for this shipment is: 9405511206203132072335. 

  If you have any questions or concerns, please feel free to reach out to me directly.

  Thank you,

  *******************************

  JLab Customer Support Manager

  ***************