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Business Profile

Audio Visual Equipment

Pro Sound Gear Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Audio Visual Equipment.

Important information

  • Customer Complaint:
    The business has indicated that it will not work to resolve customer disputes through BBB.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints 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:03/26/2024

    Type:Delivery 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 write this out of extreme frustration as I have recently placed an order with this company, through Amazon, for a DJ bundle (2 turntables) on March 19, 2024, yet only received 1 turntable. Not once was I given an apology, notified, only that the company has only 1 turntable based on a delivery I received on March 22, 2024. Amazon attempted to write them, yet I still don't have what I paid for. The package was never stolen, but was not available upon purchase (which I found after calling and verifying with the rep who answers their phone)Having been a producer and DJ for over 10 years, how is this possible and considered legal? How can you sell a consumer something that doesn't exist?In closing, this has cost me to miss 3 DJ gigs and lose out on money. I'm told that the store does not have a direct number and had I not called, I would have never been made aware of the missing component. Additionally, there isn't a tracking number for the missing component, but I'm told to believe it is on the way via an email with a person who doesn't have a direct line.

    Customer Answer

    Date: 03/27/2024

    Police report with the DeKalb ******************* # **-0**237

    Customer Answer

    Date: 03/27/2024

    Good afternoon,

    The police report was filed to protect me as a consumer and as further documentation.  I paid for items that I did not receive; yet they (the business) allowed me to pay for them anyway knowing they (the business) did not have them at the time of my purchase.

  • Initial Complaint

    Date:03/12/2024

    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 chargeable Bluetooth speaker from this online retailer (Pro Sound Gear) it arrived in new not working condition. It would not hold charge or work without it being plugged into a wall outlet. I reached out to the company and they offered to send me a replacement battery and I was told I could open the unit and change out a battery myself. The unit has labels all over it stating that opening the battery compartment can result in shock. I was also told by the business that it was a known issue they have been having with defective batteries. I told the business that this was not an acceptable solution to my situation and that I wanted to return the item for refund. The seller has now ignored my request for 2 months and has offered a replacement battery multiple times after I made it clear each time I did not want a replacement battery I wanted to return the unit. It's been about 2 weeks since the sellers last communication stating that they would forward my request. I have reached out to check in but the business has stopped responding. I have proof of the email communication available upon request by BBB.

  • Initial Complaint

    Date:09/26/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 a complete keyboard package through this company. Prior to ordering, I looked on the site and started ordering another bundle I also received what I thought was a pre-approval for financing through Bread. I never signed anything and did not receive any sort of communication from this company until after the second order process. Once I did see that they were sending two orders I immediately contacted them and spoke with an agent named **** ***. She advised me to return the first order when it arrived. I did this. The company was returned a keyboard and the case. Two days later two boxes were on my porch. I called again and spoke with **** ***, She advised that she would send me a shipping label and call me back. Never again did I hear from her. I have contacted this company on multiple occasions requesting a label to send this box that I never signed for that was left on my porch back. I was never advised that the order would come in pieces. In the mean time I am getting charged for two orders because this company will not communicate with Bread to report that It has been sent back.. I cannot get a manager to call me. The email they sent said that I only had two hours to cancel but again I called as soon as I received the email.

  • Initial Complaint

    Date:09/17/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    To whom it may concern.************* keyboard.Purchased ****. Received **** damaged.Contacted pro sound ****. After many emails and phone calls they agree to ship replacement. Shipped replacement ****. Received 8-3 also damaged.The merchant involved in my case has notified me that they are only refunding part of the funds. ****** the second returned ************* was found to be in perfect working order. Which is not true, they had said weeks ago that I had returned a ************* and the serial numbers did not match what they sent.Because I had not sent anything back at that time, the merchant was caught in a lie. Emails asking what the reason was for this statement went unanswered and Amazon seemed to be OK with that. This is why I filed a case with ***********The merchant refunded all but $356.99. I have photos and videos of the two broken Korg Nautiluss that where sent to the merchant on each day respectively.I do not accept paying a restocking fee as they put it.When they had said it was in perfect working order they didnt know I had since purchased a Korg Nautilus and paid more for it. They now know. And it would be rather crazy of me to return a perfect working order only to buy it somewhere else for more. Pro Sound had 15% discount but I definitely regret buying it from them.It is now Sept. 17 and I am still trying to get refunded for broken goods.

  • Initial Complaint

    Date:08/09/2022

    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 $612 audio interface ( Apollo Twin Duo USB ) on June 29th and today is August 9th. I was supposed to receive it within a week of my order however the item did not arrive. After reaching the merchant manager - **** from Pro Sound Gear , he advised me to file a claim with the shipper *** which I did. *** conducted a week long investigation and responded by telling me the package has been lost and the sender was issued a credit for the loss. Pro Sound Gear as the sender was credited and despite that , they still told me that can't do anything about the order. I have been trying to contact Pro Sound Gear for over a month now and they are not complying whatsoever. Pro Sound Gear basically took my money without delivering a package and even get a refund credit from *** for the same amount. At this point I would just like to receive a refund which seems impossible. **** the manager from Pro Sound Gear told me I should have purchased an additional insurance option to protect my order otherwise he can't do anything - an unusual policy and apparently a way for them to take your money without ever delivering a product. The manager was very arrogant and difficult to communicate with. I would never conduct business with this person or their establishment again. Buyer beware. It's been almost 2 months since the package was supposed to arrive and I'm still waiting on a response from Pro Sound gear. I would like a full refund and for the public to know their business practice so they can beware of the same problems.

Pro Sound Gear Inc. is NOT a BBB Accredited Business.

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