Appalling service
Appalling service. A very close friend asked me to intervene on their behalf as they struggle to communicate in stressful situations. Not only did call centre staff fail to answer questions accurately — they used high-pressure sales tactics, couldn’t confirm when managers would return from leave, and failed to return calls at all. I was told a manager would call within 24–48 hours; over 140 hours later, still nothing.
Headphones purchased months ago were never received. We were given the run-around, sent emails promising delivery dates, and still nothing arrived. This appears to be a clear breach of the Fair Trade Act and Consumer Guarantees Act, and I have phone recordings to back every word. I would have given zero stars if that were possible. I feel deeply concerned for vulnerable people who cannot easily stand up for themselves when treated this way.
UPDATE: After I posted this review, customer service acted quickly — a replacement was sent the next day, and they offered a second pair once I updated my review to reflect the assistance. The issue was resolved within two days of posting — yet nothing meaningful was done for months before that. Disappointing it took a public review to get action, but the outcome seemed settled so I adjusted my review accordingly.
FURTHER UPDATE: It saddens me to say — once I didn’t fully remove my review, they reneged. They’ve now said they will not send the second pair unless I take this post down. Trying to silence honest feedback by withholding what was promised is wrong. It makes me wonder how many of their 5-star reviews are genuine — how many were agreed to only in exchange for promised resolutions?
Bryan, Donna, Gaurav — you should do better for the customers you serve.
I will not be bought. I’d rather buy the headphones myself for my friend than stay silent. This is the real experience — don’t let them pressure you into trading your honest feedback for what should have been done in the first place.
Nice try, Everesttvs
FURTHER UPDATE:
I will be posting the screenshots to show exactly what has happened. They want to close down a $525 failure and months of poor service with a $98 pair of headphones — and have promised another pair (probably $98 again) only if this review is fully removed. Even with both pairs, there is still a massive shortfall compared to what was paid.
This is not right — and it is not lawful:
• Consumer Guarantees Act 1993: They had a clear legal obligation to deliver what was paid for, and to provide services with reasonable care and skill. They failed on both. A promise made and relied upon cannot be withdrawn just to force silence. The $98 item does not come close to making whole the $525 paid and never received.
• Fair Trading Act 1986 — Section 13 & 14B: Tying a promised benefit to the removal of truthful feedback is misleading, deceptive, and unfair trading. The Commerce Commission actively enforces against this practice. It also calls their entire review rating into question — how many positive reviews were obtained this same way?
This goes far beyond money. I stepped in on behalf of my friend who struggles to communicate in stressful situations — and they were ignored and strung along for months. Now they are being offered less than one-fifth of what was handed over, as if that erases the stress, the worry, and the feeling of being dismissed. To try to pay someone off with a $98 item when $500 was paid — and only if we stay silent — is not a resolution. It is a scam. It is an insult.
I will not be bought. The truth stays.
Was not able to submit screenshots this post is copied from google.
