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:09/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Product: Sound Blaster Katana V2 Purchased: Aug 16 2023 Support Initiated: Jun 25 2024 Warranty End: Aug 16 2024 Issue: The sound bar is advertised as being able to decode Dolby Digital and play discrete 5.1 audio playback (using virtualization) as long is the source is connected using USB or optical. My sound bar works fine when using USB but 5.1 does not work when using optical. Instead of rear left and rear right being two separate channels, they are combined into a mono-like signal, each playing out of both rear speakers at the same time.Complaint: Support techs refuse to acknowledge that this is an issue. I'm being told the product is "working as intended" and it's how their virtualization works. They cannot explain why USB works fine but optical doesn't. Their site (************************************************************************) clearly states optical supports 5.1 channel playback. I've tried several attempts with support, each routing back to the same person (Rosy) who tells me I don't have an issue. I even provided video evidence at their ***************'s Attempts at Resolution: I was never offered a replacement because they say it will function the same as mine (which tells me they may be selling a defective product). They eventually offered me a full refund but told me I have to cover shipping costs which comes to around $150 ***** which makes the return cost me half of the product cost. They also recently offered me to replace the product with something else from their store which really doesn't do me any good. There's no guarantee I'll get something that works properly.Goal: Best case scenario is that I get a full refund using a pre paid shipping label for return. I would also take a replacement unit with some guarantee it works as advertised. Finally I would settle for a partial refund since my sound bar does work, but not fully as advertised.

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 refurbished Creative product from Amazon for Creative Pebble Pro Speakers. I was having a technical issue that caused my computer not to recognize the device, which after researched showed that an update to the product was needed. After downloading the update from the Creative website to the device, the device would no longer power on. After some brief research, this is not an uncommon problem with the update. Other users have downloaded the update and have had the device completely defective. After contacting Creative in hopes of a resolution to this issue, they deferred to the seller and refused to provide remedy to the issue. Creative is knowingly releasing an update that causes their product to become defective. They continue to provide such update to customers without warnings of the possible effect it could cause to the device. Refusal to remedy the problem they caused, continuing to provide such "update" that renders the device defective, and not providing a warning to the customer causes concerns that they are intentionally scamming customers to force them to purchase the product again and make additional profits. They should discontinue the defective update, warn customers of their error, and provide a reasonable and timely solution to the damages caused by their company.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 two sets of bluetooth headphones from this company in February for my wife and i to listen to music and maybe gaming. I purchased them on feb 24 i did not recieve them for 5 or 6 weeks. When i finally get them they wont work with the adapter from amazon, so i had to send those back and get the creative adapters. I still have all kinds of problems with the connection and distance you can go from the adapter. I wanted to return them but they said only 30 days after order well it took 6 weeks???? Creative finally says they will replace the headphones and i wait for them to arrive . They did arrive sooner than the first time. Right out of the box i can tell they are used ???? Instructions are smashed and ripped, the leatherette pads are all wrinkly like they got wet. I have sent 10 or 12 emails to this company , went on chat many times and the company has no answers. The first set connected in aptx in green mode on their adapter but the used replacements would not connect in that mode anymore only the sbc mode in blue which is terrible quality and lags. Even on my cell phone connecting is a nightmare, once finally connected the randge on a phone is 4 or 5 times what it is on a computer. I have tried it on windows 10 pro and windows 11 pro no difference same problems bad connection dropping connection and won't reconnect without deleting the bt list and repairing if you can get it to pair. Even their own software has problems with connecting to the headphones.... Now i am stuck with this used junk and have invested two hundered dollars and it still doe not work. No response from creative labs in weeks

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Creative lab Creative SXFI THEATER headset purchased for $199.99 Device found to be incompatible with intended device. Additional clicking device emits when distancing from receiver causes pain in ear.Attempted to return: Company website errors out when submitting return online (refer to "Failed Return Attempt Through Site.png"Attempts to contact via email refer to site (refer "Creative Labs Direct Email.png")A call was scheduled (refer to "Creative Lab Call Confirmation") with customer support but no call was ever made.Live chat cycles and does not provide options to speak with a representative (refer to "Creative Lab Live Chat.png") Apparently did spawn up on one occasion, but navigation did not provide clear means for return assistance.No change in options to contact even after registering (refer Creative Lab Account Registration.png")This business is intentionally preventing any return from being made possible so that they may use the 30 day policy on there site (refer "Creative Lab Return Policy.png") to keep my payment. I would like a refund and a means to process a return before the deadline as per company policy and/or an extension of deadline, should the business delay in providing me the means to do so.

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a creative Play 4 from Amazon directly from creative labs. It disconnects even without an extension cable. This device was sold defective and I asked if they can send me a replacement first they said they can't do that. I also can't reach anyone in the phone in america. I either need my money back, a better newer different model replacement sent, or a better device sent to me at no charge. I've never seen a device that can't work with or without an extension cable and doesn't come with a removable cable or longer cable. I plugged it directly in back of the computer and they were trying to blame my computer but yet nothing else is having this issue in my computer. This is the only device in my system that is constantly disconnecting. I don't understand why they can't send me a better newer model replacement first and I send this one back. I don't understand why they don't have support in america. I know the name is supposed to be really good but the customer service does not match the name and the product is defective sold as new on amazon and it says it comes from creative labs so I know it's directly from them.

• Initial Complaint

  Date:01/05/2023

  Type:Product 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 purchased a sound bar set for my parents last year December and they have had nothing but problems with. So after trying for months tying to hook it up different ways with no avail, my mother doesn't want it anymore. All I want is an exchange with something else(a speaker system) that'll pretty much be the same price as the sound bar. But this company only ******* around never following through with their emails, so-call talking to their management team about the exchange and soon the warranty will run out which I tend to suspect their doing on purpose to not have to send me a replacement. I'm tired of their stalling!! It's been over 2 weeks going back and forth with this company and nothing gets done!!

  Business Response

  Date: 01/26/2023

  Consumer Response /* (2000, 10, 2023/01/22) */
  Creative Labs Inc has finally sent me a replacement for the soundbar set that had been giving my parents issues since day one. So the case between me and the company has been settled. Thank you so much for your help! It is greatly appreciated!
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