[smogonthetyne]

Has anyone else had a bad experience with IHeadphones?

To explain, I purchased a pair of BeyerDynamic SX10 headphones for the gym. After only a short time, the left ‘phone stopped working.
I followed IHeadphones return policy, and gained authorisation to return the goods, which I duly did at the end of November.
IHeadphones left a phone message the following week to confirm that the return was acceptable, and requested me to e-mail them to confirm that I wanted replacement goods.
I e-mailed them on 10/12/2007 to confirm.
A week later, I hadn’t heard anything, so I followed up my original e-mail to query progress.
Christmas came and went - still nothing, so I followed up with an e-mail to Returns on 04/01/2008, no reply to date.

I have tried to ring them, but the phone always diverts to answerphone.

As you can probably appreciate, I’m absolutely fed up. The company seems to have no understanding of customer service whatsoever.

Has anyone got any ideas how I can exert pressure on them to get the replacement headphones?
For example, could Trading Standards help??

Thanks in advance

I ordered a set of Etymotics from them on dec 28th and paid by paypal, around 80 quid. Ten days later, having seen nothing from them, I wrote customer support. They claimed I had selected a wrong shipping method (citylink and not European delivery) and asked for my address again. Nothing happened. I wrote again and they asked me to fax adress confirmation. Since then I have heard nothing. Looking at my PayPal receipt the amount paid corresponds to European delivery, so they are obviously not telling the truth.
When I log in to the website, it claims I have not paid, although I have a Paypal receipt and have seen no cashback; they NEVER pick up the phone or answer mails sent to their email form or orders@nusystems.co.uk. They seems to be good old fashioned fraudsters, and I highly recommend you to go elsewhere for your gear.

I' ve called / mailed / threatened them repeatedly today and spent a total of an hour on this. It seemed to work out - provided this actually *is* being shipped. Will update.

"Thank you for your order from www.iheadphones.co.uk

Your goods are in stock and are scheduled to be despatched today.

We will update you shortly to confirm that your order has been despatched.

Please feel free to get back to us for any further assistance.

iheadphones
www.iheadphones.co.uk

T: 0870 350 4500
F: 0870 350 4501

New Brook House, 385 Alfreton Road, Nottingham, NG7 5LR

Contacting Us

Please do not reply to this email if you wish to contact us. Please use the following form:

http://www.iheadphones.co.uk/shopcustcontact.asp"

[KoThreads]

I bought a pair of Grado SR80 from them around the middle of November and the service was very good and very fast (2 days) paid by CC. But as allways I suppose I will only know how good they are if my Grado's become faulty, and as I'm hardly using them now I may never jknow.

24h special delivery. Just received my shipping confirmation. Seens like the DO care about customer feedback after all.

[smogonthetyne]

Part of the purpose of my initial post was to make people aware of potential problems you may face when trying to get get replacement goods from these people, as I believe that after sales service is more important than taking customers money and speed of delivery - thats the easy bit really

I have e-mailed the company again today, and have included the link to this thread.

I will contact Citizens Advice Bureau, and investigate what legal avenues are available.

I think BeyerDynamic may also be interested to know, and will e-mail their UK site .

[rickmiles]

I am quite pleased I have found this page, I too am experiencing the same sorts of problems as detailed above. I bought some headphones (Ultimate Ears Pro 5's) around the 17th Jan, debited my credit card on the 18th Jan. Only a couple of days ago (10th Feb) I noticed that the plastic cover for the left chord which connects to the centre splitter has become dislodged. I've contacted them on the "online form" and heard nothing back from them as yet. Im getting worried now because I have the feeling that it'll get to the 30 days ago they'll suddenly reply saying you are out of the 30 day return to base guarantee! Now i've not got anything against the headphones Ive bought. They have been fantastic but as many people have put, the customer service is shocking from this company! I have even resorted to contacting them on the landline number of 0115 978 8022 with no success. Does anyone have any idea of what the heck I can do? Its not like the gear was cheap either! Many regards Rick

UPDATE: Registered a complaint with my credit card company whom I made the purchase with - They are looking into the issue once I return a complaints pack which they are sending out to me. They have asked for any correspondence I have made with them but crafty Iheadphones do not send a copy of the form which you email to them so its tricky to get it 100% correct. I am forwarding the copy of the invoice which I have in my email account. They did say that it may be that we reimburse your card for the funds which have been taken out and then we follow it for our loss. As I explained to the lady on the phone, I do not have an issue with the product. All I simply want is a exchange for the same item, its just the incompetence of there operations which I have no patience for. The writing should have been on the wall when most of the website is based around forms and a useless answer phone message.

[smogonthetyne]

Rick,

Try this: -

E-mail [email address removed by admin] who works in the Returns Dept and include the link to this thread.

Make sure you keep all e-mails etc that you send as evidence, as they will refute that you have contacted them

Check the manufacturers website, see if you can provide feedback on IHeadphones.

May also be worth contacting your local Citizens Advice Bureau for legal avenues available to you, as the headphones should be covered by a 1 year manufacturers guarantee minimum.

Hope this helps

[c64]

Bought from there no problem wont again though as plenty of other dealers dont charge for delivery.

[Porcelain Gods]

I can't say a bad word about them, I ordered a pair of Grado 325's on Monday and they arrived on Tuesday afternoon. Excellent service and I will definately use them again.

[smogonthetyne]

Originally Posted by Porcelain Gods

I can't say a bad word about them, I ordered a pair of Grado 325's on Monday and they arrived on Tuesday afternoon. Excellent service and I will definately use them again.

Lets just hope they don't develop a fault ..............

[mattski73]

one of the main problems with late arriving stuff is that for the most part, merchants don't keep an eyed on their website, so when it says 'in stock' really there's nothing there.

then we enter a new problem of bulk buying. we get great price saving because of bulk buying, however, merchants need to see a reasonable interest in the product first. they won't make a one off order.

so for example: i've just ordered the last pair of beyer dt770 headphones, and there's a problem with them and we need a replacement. they won't get a new batch in until they have at least 5 orders for the dt770....hence you're left waiting.

many a time i've ordered and spent months waiting only to find out, they still won't get any in, because there's not enough interest.

the problem also comes from the supplier, for which the merchant has to submit a large order.

i'm not surprised you guys are waiting, i've waited for months for some orders only to have to give up and cancel the order in the end. however, i was always informed via email.

unfortunately it all depends on the pair you order. grado, sennheiser, i'm sure they'll have a good supply but other like beyer or etymotic...it's obvious that they're.......less popular, therefore a special order will be needed.

my experience with iheadphones have been fine, even when my first pair of igrado's had a fault, i spent them back the day after i got them, and 2 days later i got a new pair.

After reading these posts I decided to cancel my order - before any funds were taken out of my account. However, they took the funds anyway in spite of my specific instructions to them not to. Numerous emails then went unanswered, no names are ever given by them, the answerphone is always on and I am unable to get them to refund my money for an item that never even left their premises.

I have tried all sorts of searches for a non-0870 number and names of personnell but can't get any satisfaction.

I would say to anyone AVOID THESE COWBOYS AT ALL COSTS. Luckily, as my order was cancelled before they withdrew funds I can claim agianst my credit card company and get the money back from them.

[neverenough]

Purchased headphones for Xmas present in Dec 07 which did not turn up. Store offered NO help or REFUND. Now we are claiming the money back through our card issuer as fraud as we know they had the goods back after courier failed to deliver.

Just check out the reviews on all the online review sites, they are quite shocking. With so many online shops offering quality goods, why even take the risk????

YOU HAVE BEEN WARNED, THEY MAY SEEM CHEAP BUT THEY ARE TO BE AVOIDED AT ALL COSTS!!!

[rickmiles]

Hello there Everyone....

I'm back again..

Since the last time I posted on here my experience has been quite good with Iheadphones. I have had three replacements for my Ultimate Ears.

Recently I noticed again that my headphones were becoming faulty. I have tried to make contact with them last week to arrange a replacement (Like I have done the times before) and I still have not received a reply. Andrew is usually pretty swift at replying from my previous experiences.

Regards Rick

[newuser2009]

RUDE AND INCOMPETENT AVOID AT ALL COSTS.

I tried to order to a different address than my invoice (I am currently lodging at a friends house and wanted it sent there rather than a 2 hour drive back home). They would not allow this and this was the response they gave when I explained.

"
Judging by the amount of time on your hands you're clearly not a fraudster, just a prick

Best regards,

******
iHeadphones
www.iheadphones.co.uk"

I am going to take this matter as far as I can, it is just not acceptable for companies to swear at customers.

[ripped_off]

Awful, awful, awful customer service. I placed a order last week, received notification. A couple of hours later another email informing me that the item was not in stock and did I want to wait for it to be back in stock. I requested a full refund. Silence. Sent a follow up email (well several) today, raised a paypal dispute and a rather nasty individual called 'John' has affectively said they will hold onto my money unless paypal award in my favour.

I have lodged a complaint with Consumer Direct. If anyone is thinking about buying from this outfit, be very wary. Better still shop somewhere with good customer service and ethics.

[ripped_off]

At the time of this post, I'm still waiting for iheadphones.co.uk to do the right thing and give me my money back. You would think in this these credit crunching times, companies would be working hard on improving their customer services.

[vinylblues]

thanks for the heads up (no pun intended) was just about to purchase a set of akgs, and thought i would check out a couple of reviews when i stumpled upon this thread. had to register to say cheers

anyway that is another 200 quid going elsewhere!

silly old them. as for swearing at customers, well i have to say that i would have probably popped down there and had a little swear myself. sometimes people think they are just a faceless organisation but their address is on the website and anyone could just pop down there for a bit of good old fashioned confrontation, i own a business and usually find this to be the most effective money extraction technique. just my 2 cents.

I have to say I was a bit nervous about buying from iheadphones after reading this thread but they were so much cheaper than everyone else for the Klipsch Image headphones that I really wanted that I had to take a risk. I am pleased to say I was most impressed by the service I received and would definitely recommend them. I made a mistake on my ordering form which they spotted and we sorted the issue out straight away, still in time for next day delivery. I actually brought this forum post to their attention and they always answered back immediately, explaining that they have been at fault now and again, but some of these events have never even occurred so they suspect it is sabotage from rival companies. So I just wanted to share my positive experiences with everyone and hope that others feel the need to as well as this was one of my most pleasant internet transactions to date.

[vdbswong]

Personally i find it rather suspicious(?) that the majority of the posters on this thread seem to have registered just for the sole purpose of complaining about them lol 0.o

Do people really find that much motivation from the situation ? I can never be bothered to register with ther forums if there's nothing i need from it =/

Yes they did point out that the majority of people with multiple posts to their name (i.e. genuine customers) have given good reviews of the company, and all those complaining simply registered to do so as you point out. I simply registered to show my support for a company that have given me such good service I felt most of the posts on this thread are unjust

[mandy_r]

hey ibrd, was it the klipsch image X10 you got from them?? i was looking at getting them too until i saw this forum, thought they might be fake as well with them being so cheap!!! are they really worth the 5 stars what hifi gave them and is it safe to buy from iheadphones?

HI Mandy, yes it was the Image X10's, and they are really accurate, I would definitely recommend them at that price and I certainly wouldn't have any issues buying from them again, although I'm hoping these headphones satisfy me for long enough not to be needing any new ones for a long time

[mandy_r]

ok thanks for that, im gonna go for it, will let you know how i get on... fingers crossed!!!

[mandy_r]

wow wasnt expecting that good a service!!! ordered at about 4.30pm yesterday and had them deliverd at 9am this morning thanks ibrd seems you were right about iheadphones... so far so good

[mandy_r]

forgot to mention the headphones also sound amazing!!!!

[ripped_off]

Well I will give them a wide berth: I finally got my money back, not because iHeadphones were honourable. They ignored paypal's request to defend their ignoble actions.

Cheap doesn't necessarily mean good. You get what you pay for, and in my case nothing but a load of hassle and abuse. Off to shop at Apple

[ripped_off]

Originally Posted by vdbswong

Personally i find it rather suspicious(?) that the majority of the posters on this thread seem to have registered just for the sole purpose of complaining about them lol 0.o

Do people really find that much motivation from the situation ? I can never be bothered to register with ther forums if there's nothing i need from it =/

Well part of the function of forums like this is to sharp practice. Yes I registered for the sole purpose to expose my personal problem with this company, but I followed up. I may have taken you a little more seriously if you had more posting history. 13 posts certainly doesn't make you prolific LOL...

[vdbswong]

Originally Posted by ripped_off

Well part of the function of forums like this is to sharp practice. Yes I registered for the sole purpose to expose my personal problem with this company, but I followed up. I may have taken you a little more seriously if you had more posting history. 13 posts certainly doesn't make you prolific LOL...

I do understand your points however i personally just find it strange when people register on a public forum solely to complain in a "random" thread. Especially (i assume) when you set your username to reflect what you think? I'm used to it (the posting... not the username, that usually goes in the title of the post ) on other forums where there's a dedicated section for a company/retailer's support but not in a general forum lol.

+ Yes, i did realise what i was saying may have sounded almost hypocritical but i forget that this isn't one of the forums where i regularly post (mainly because everything goes over my head ). However i would like to point out that all of my posts have generally been varied and darted around the forums and not concentrated in a single thread .