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Business Profile

Wholesale Electronic Supplies

Ultimate Ears LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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've purchased these from the site and they were in great condition. They just stopped working. Car will not charge I spoke with a *** and was told they can't do anything because of the warranty being gone. I asked if I could say least get a ***air on the case not am exchange or anything new I was told no. I really enjoyed the product and wanted to just get some kind of least eat being that the product is expensive for ear buds. Now the the *** said they couldn't ***air it I think I should get a ***lacement. I've never had a problem with the ear buds previously and this is my only time going through this.

  • Initial Complaint

    Date:07/11/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Another very unhappy UE Drops customer. Left earbud died, product out of warranty by only six months, company refused to help whatsoever. Absolutely ridiculous lifespan for such an expensive product. Happy owner of UE10 molds but will never buy from Ultimate Ears again.

  • Initial Complaint

    Date:05/31/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 UE Fit headphones which I enjoyed using, though the sound wasnt great, because they were comfortable & didnt fall out, but they had many issues and after 16 months, only 4 months out of warranty, they stopped charging all together. I contacted support, nothing could be done, so they offered me a 20% discount as consolation. Now the earphones I had purchased dont show on their website and after a ****** search I see they are listed as Logitech for the same price and look exactly the same except they have an L on them. If only I had seen reviews like Ive seen here and on other sites warning me that they wont last & at that price they really should, especially if one is careful with them as I was.

  • Initial Complaint

    Date:04/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased these custom earbuds and after some adjustment in the fitting, was very pleased with them. 16 months into ownership, the left earbud stopped charging and the battery died. Long story short, even though the written warranty states that they will repair them for a fee if they are out of warranty, they refused. now I'm stuck with a useless set of custom earbuds that probably don't have 100 hours of use on them. TERRIBLE customer support. They offered no other solution. Just basically a "sucks to be you" kind of attitude. I am a musician and have custom IEM's from another manufacturer. I wouldn't even CONSIDER replacing them with anything branded Ultimate Ears. I steer all of my musician friends away from them now, also.

  • Initial Complaint

    Date:01/25/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 custom earbuds from Ultimate Ears Pro. The warranty on their website clearly indicates that "Ultimate Ears Pro Products can be repaired if necessary" if they are in or out of warranty for a flat fee. My custom earbuds failed at 15 months, 3 months out of warranty, and I was told they are non-repairable & non-replaceable. Now I have a $449 pair of earbuds that are non-functional and no way to repair them, in spite of their written warranty clearly stating they are repairable.It is unacceptable for a company to abandon a product after a year on the market and further completely disregard written warranty guarantees that do not carve out an explicit exception for this product. I would have never bought a pair of custom earbuds if it was disclosed at purchase time that they were non-repairable.

  • Initial Complaint

    Date:01/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 UE drops and from the start, they sounded very subpar with almost a slight hissing noise certainly not the quality I expected from a pair of earbuds that cost in the $400 range after going through the customization process. Then, one earbud stopped working suddenly. Now only my charging case will connect. I tried the troubleshooting to no avail. This is just so ridiculous to have these issues with what was promoted as pro-level earbuds with a price that more can access (vs their exceedingly high pro and premier brands).

  • Initial Complaint

    Date:10/26/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 an Epicboom from the website. The order arrived and the speaker was missing from the box, so I never received the product I paid for. Extremely disappointed, I tried calling and contacting support, not only did they get my email wrong and send a support ticket to an email I didn't use for the order, it has been multiple days with no response, or contact from the business.

    Business Response

    Date: 10/26/2023

    Dear *****,

    Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling. Our UE team has reviewed your case, and will be in contact for further steps within ***** hours.

     Best regards,

    Logitech Inc. 

    Customer Answer

    Date: 10/26/2023

    Until a refund has been provided I will not accept the business' response.

    Business Response

    Date: 10/27/2023

    Dear ****, 

    Were happy to confirm an email was send on 10/07/23 via ticket: ********. If you have not received the email, please double check your spam/junk folders. 

    We appreciate your patience and cooperation.

    Best regards, ?

    Logitech ****

     

     

     

  • Initial Complaint

    Date:06/20/2023

    Type:Order Issues
    Status:
    Answered
    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 purchase UE drops August 2022. The right ear stoped working last week. I have sent multiple emails to their support without response and have called now 12 times. Each of which said it was a 3 minute wait when in reality every calls was ********************************************************************* to take your call please leave a message. I spent nearly $500 on these wireless earbuds only for them to break down and the battery fully die in less than 10 months. *** tried for over a week to contact them and am at my **** end.

    Business Response

    Date: 06/22/2023

    Dear ****,

    Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.  

    Were happy to confirm that a response to resolve the issue was sent yesterday June 21st via ticket: 336529

    We appreciate your patience and cooperation.


    Best regards,
    Logitech *************

  • Initial Complaint

    Date:04/24/2023

    Type:Product Issues
    Status:
    Answered
    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 UE Drops, a custom fit wireless earbud. Upon arrival of the product, they were unable to connect to any device. I followed all available steps to hard reset and resolve the problem provided both by UE's documentation as well as their chatbot, however nothing helped. When trying to get in touch with an agent I was either:- Never able to reach one on the phone, their line rings, says no agents are available and to call back later, then hangs up (no option to hold for an agent)- Never able to reach one via the live chat, even when the 1st person in queue at time of advertised support opening. The chat eventually just disconnects and says no one is available - Never able to reach anyone who can provide support via email. All agents reply to a ticket saying it was sent to the wrong department (UE Fits) and that they would create a transfer ticket, that never has any progress made I've done everything I can to reach someone to help me either resolve the issue with the hardware, or to get a refund and return the item. At this point I am so frustrated by the horrible customer 'support' that I don't want the product and will gladly return it for a full refund.

    Business Response

    Date: 04/26/2023

    Dear ***, 

    Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.   

    Our team has reviewed your case, and will be in contact for further steps. 

    Best regards,
    Logitech *************

  • Initial Complaint

    Date:03/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased Magaboom 3 speaker 6/11/22 at Best Buy. 2 yr warranty. Stop playing last week. Emailed company, sent requested info. They approved NEW speaker to be sent to me. I was told they would email with shipping info. Never did. I Emailed again, return automatica email, problem with shipping. Called, no return called.. emailed again, rep said it was problem with computer system. Couldn't bring up order. Would call back. Never did again. I want my $180.19 returned to me at this point. Have also filed VA and CA Attorney General Complaints.

    Business Response

    Date: 03/17/2023

    Dear ******,

    Ultimate Ears appreciates you contacting us to resolve this matter and we apologize for the inconveniences in your case handling.   

    We would like to confirm your replacement device was already sent.

    We appreciate your feedback as it helps us improve our products and services. 

    Should you need additional support, please don't hesitate to contact us.

    Best regards, 
    Ultimate Ears Customer Care

    Customer Answer

    Date: 03/17/2023

    I don't  have a NEW replacement speaker in my possession.

    Business Response

    Date: 03/21/2023

    Dear ******,

    Ultimate Ears appreciates you contacting us to resolve this matter.

    As per tracking number, they were delivered on Saturday3/18/2023
    *****************************************************************************************
     
    Should you need additional support, please let us know.

    Best regards, 
    Ultimate Ears *************

    Customer Answer

    Date: 03/28/2023


    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.
    .m


    Regards,

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

     


Ultimate Ears LLC is NOT a BBB Accredited Business.

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