Complaints

This profile includes complaints for Bose Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bose Corporation

  100 The Mountain Rd Framingham, MA 01701-8833

• 

  Bose Factory Store

  1800 Military Rd Niagara Falls, NY 14304

• 

  Bose Factory Store

  1911 Leesburg Grove City, PA 16127

• 

  Bose Factory Store

  1025 Hess Dr Avondale Estates, GA 30002

• 

  Bose Factory Store

  3825 State St., Ste. E-142 Santa Barbara, CA 93105

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:09/21/2023

  Type:Product 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 ordered Bose Refurbished Home theatre system from Bose and that my biggest mistake. The system was defective, and I placed a return. I sent the items back via **** **** sent me confirmation email that the items have been received and that the refund has been processed. But I only got a partial refund of $566 not the full amount. When I checked with *** they said that the item might be lost and that they processed a claim for it and paid ****, and that I need to contact **** for refund. I have tried to contact **** for months and months now without any solution. They just keep saying it will take **** days and nothing has happened for months now. When I tried to dispute it from my ******************** ************ **** again denied my claim saying " Confirmation showing no return per policy was received". Which is lie as I have sent all the items back, I have attacked all the proofs. Order Number: WH22142266 Order Date: 03/16/2023 Order Amount: $1,213.65 Partial refund Amount: $566.73 Refund Pending: $646.92 Return Reference Number: RE00193787 Last Support Case ***********

  Business Response

  Date: 09/27/2023

  9/27/2023
  
  This letter is in response to Complaint No. ******** dated 9/21/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation. It is our understanding that the matter was resolved, and the customer is pleased. **** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should they have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

• Initial Complaint

  Date:09/21/2023

  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.

  Cant replace just one pod. They want me to pay for a whole new set. I just want a new pod please. I shouldnt have to buy a whole new set to accomplish this.

  Business Response

  Date: 09/27/2023

  9/27/2023
  
  This letter is in response to Complaint No. ******** dated 9/21/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager has been unsuccessful in reaching our customer. The phone number seems to disconnect, and we have not had a response to our email. We hope to have the opportunity to speak with this customer as she now has a direct phone number (via email) to speak with our Global Escalation Director. **** now considers this matter closed, but will reopen with the customer directly should she contact us as noted above.
  We encourage the customer to contact ****, at **************,should she have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

• Initial Complaint

  Date:09/12/2023

  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.

  I got the QC45 headphones this summer. Within less than 2 weeks, the mic stopped working. I then called **** and after doing some tests and verifications, they offered to exchange the headphones. They sent me an *** label so I could send the headphones and upon receiving, they would send me new ones with a confirmation email. They have received them since August 3rd, *** sent a confirmation email, not Bose. My boyfriend and I have reached out to Bose multiple times via chat and phone. The agents told us each time that they would escalate my case and that the headphones would be shipped shortly. Friday Sept 8, an agent guaranteed that I would receive a shipping confirmation on the next Monday. It did not happen. Monday evening, an agent said that he would escalate the case again and to wait 72 hours yet again. I can never talk to a supervisor. They have escalated it many times. They aren't able to either send the new ones nor reimburse me. I don't have the old headphones nor the new ones and lost my money. I feel like I got scammed. I have all my chat transcript as proof of what I am saying, but anytime I call or chat, they just escalate and escalate. It never seems to end. How hard is it to send the replacement?

  Business Response

  Date: 09/19/2023

  9/19/2023
  
  This letter is in response to Complaint No. ******** dated 9/12/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with her. It is our understanding that the matter was resolved, and the customer is pleased.**** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should she have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

  Customer Answer

  Date: 09/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****************************************************

• Initial Complaint

  Date:09/11/2023

  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.

  Hello, I had my headphones less than 2 weeks before I returned them for not working properly. My return order number is R000217396. I was told I would have a refund over a month ago.Im starting to think this company is a SCAM, every time I call and ask to speak with a manager I am placed on hold for over 30minutes and then when you finally get someone the line disconnects. I would like my refund ASAP. It's been over 30days.Thank you

• Initial Complaint

  Date:09/09/2023

  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.

  Recently I've had a terrible experience trying to replace defective earbuds. I sent my broken earbuds back immediately and despite ****'s indication that they would be reviewed within 5 days, it's been 2.5 weeks with zero communication. After contacting customer service repeatedly, both over phone and text, their outsourced, offshore agents do not have the will or authority to do anything to help me. Every agent I speak to gives a different story with no clear explanation or productive steps to reassure me that my replacement is being processed. They tell me to wait various lengths of times ("we'll contact you in 5-7 business days", "check back in 72 hours for the latest update") yet they never proactively contact me and often tell me to wait even longer when I reach out, thereby nullifying their previous guidance. In one instance, an agent told me my replacement would ship by a specific date (9/5), an apparently made up milestone (possibly just to get me off of the phone) that never resulted in any action being taken. I relied on these earbuds daily for my long commute, and it's extremely frustrating that I have to work so hard to resolve this on my own, seemingly with nobody from **** showing legitimate concern or taking legitimate action. I need my replacement earbuds to be shipped by **** as soon as reasonably possible.

  Business Response

  Date: 09/18/2023

  9/18/2023
  
  This letter is in response to Complaint No. ******** dated 9/9/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is pleased.**** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I am beyond happy with ****'s fast response to my issue and appreciate their extreme kindness. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/07/2023

  Type:Product 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.

  Product falsely advertised, no offer to refund money

  Business Response

  Date: 09/18/2023

  9/18/2023
  
  This letter is in response to Complaint No. ******** dated 9/7/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer. Our customer is reporting a very unusual issue with a product that has been a success in the market for many years. After troubleshooting the issue and in the spirit of customer satisfaction, we took action to issue a replacement product to the customer, but he is reporting the same experience with the new product, and weve now agreed to refund his money. We have raised this case directly to our Engineers,and we are disappointed the customer remains unsatisfied. We understand the customer will now seek other products; however, we found no fault in the customers claims against Bose advertising. We now consider this matter closed.
  We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/06/2023

  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.

  Back in March 2023 I went to purchase a Bose product for ****** and **** did not accept my various payment methods, so they told me to send a check. I sent a cashiers check and then they cancelled my order for a reason they did not disclose to me. So I went to stop the payment of the cashiers check, but the bank told me **** already cashed it. So I went back to **** and they said they would send me a check in the mail (without apologizing for anything). That same phone call happened two more times after not receiving a check in the mail. Im just looking for my money back. An apology would be nice too since Ive been incredibly kind and patient on the phone, but I wont hold my breath.

  Business Response

  Date: 09/15/2023

  9/15/2023
  
  This letter is in response to Complaint No. ******** dated 9/6/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is pleased.**** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  I am rejecting the response currently, as I have received the original product from ****, but have not received any follow ** in regards to my refund check. I have since reached out over 24hrs ago and have not heard back. I would like confirmation that the check was sent and would be arriving in a timely manner.

  
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:09/01/2023

  Type:Order 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.

  -On 8/1, I reached out with an issue I had with my headphones.-**** agreed to send me a new pair, long as I sent the damaged ones back. -They received my headphones on 8/10, as agreed.-its 9/1 and they still not only wont send me my new headphones, but continue to tell me to wait 48 hours. Ive done this 4 times, waited 48 hours, and its as if Im speaking to a computer over and over though they assure me they are a real person.

  Business Response

  Date: 09/15/2023

  9/15/2023
  
  This letter is in response to Complaint No. ******** dated 9/1/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is pleased.**** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

• Initial Complaint

  Date:08/30/2023

  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 was gifted new, in original packaging, Bose Soundtrue Ultra In ear headphones for apple devices. I have had them for about 2 years and they now are not working because the wire at the 3.5mm connector **** is failing. **** says they can no longer repair or replace them, but are offering me to buy a new, different headphone for a $200 "investment". That's only $50 off the current price. It is unacceptable that they will not replace the headphones with something comparable, give credit, or repair them, and instead just want to brush it off with a small discount on new headphones. Their products mine as well be considered disposable with how poorly they are manufactured and their willingness to support failing products.

  Business Response

  Date: 09/15/2023

  9/15/2023
  
  This letter is in response to Complaint No. ******** dated 8/30/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with him. We understand the customer has an a discontinued product and we are unable to meet his request. **** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  **** replied, "Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with him. We understand the customer has an a discontinued product and we are unable to meet his request. **** now considers this matter closed. We encourage the customer to contact ****, at **************, should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products."

  Their product failed after minimal use as I explained to them. They offered me the same price that I could have bought them for on sale during the Labor Day sale, which is when I was speaking with them. They continually tell me that it is an "investment" to which I explained, that investments do not generally constantly degrade. Further, the initial customer service representative I spoke with before I filed a BBB complaint, offered me a better discount than the supervisor. While many other companies have offered exceptional customer service, even on discontinued products, Bose has only tried to get me to spend obscene amounts on a product I already spent a lot on and is now broken. I made it very clear to them I was dissatisfied with their offer and would be looking for other companies who manufacture to a higher standard, offer better customer service, and more inclusive warranties. They have lost a loyal customer.

   
  Regards,

  Will

   

   

  Business Response

  Date: 09/20/2023

  9/16/2023
  
  This letter is in response to Complaint/Rejection No. ******** dated 8/30/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. After a conversation with our customer, he was gifted a product that has been discontinued more than 5 years ago. We understand the product ceased working and feel a fair offer was provided. We regret that we were unable to satisfy him and wish him the best in his future audio needs. **** now considers this matter closed. 

• Initial Complaint

  Date:08/29/2023

  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.

  On Aug 8th my Bose QC 35s stopped working. On the morning of the 9th I called and spent an hour on the phone with customer service eventually agreeing to an upgrade replacement where I send in my headphones and get a new pair of QC45s. Later that day I paid $158.37 and shipped my old pair to Bose. After shipping I got an email saying Please allow 5 days from the time *** delivers your return for us to review and validate your product. After which you will receive a Receipt Confirmation. On Aug 11th my headphones arrived at Bose. On August 16th I reached out to Bose customer service to check the status of my order where I was told it really takes 5-7 days then later the rep told me it really meant 5-7 business days. On Aug 21st I reached back out and still had no update. I was told itd be escalated and they would be delivered in 4-5 business days. I checked again on August 28th and was asked again to wait ***** hours for a confirmation email. Still no email, shipment confirmation or headphones on my end. They already have my headphones and my money and are not sending me my new product.

  Business Response

  Date: 09/15/2023

  9/15/2023
  
  This letter is in response to Complaint No. ******** dated 8/29/2023 which was submitted to the Better Business Bureau and Bose Corporation. Bose is dedicated to providing great products and service to its customers and enjoys a fine reputation for customer satisfaction. In the spirit of customer satisfaction, a ************* Manager contacted the customer and had a productive telephone conversation with him. It is our understanding that the matter was resolved, and the customer is pleased.**** now considers this matter closed.
  We encourage the customer to contact ****, at **************,should he have any further questions or concerns. We hope the customer will continue to purchase and enjoy Bose products.