AK P.
Part broken in less than 1 month
I bought two products from them; One of them worked just fine and was something that they made in-house, but the other one was clearly a cheap knock off. When I emailed them about the quality of it, they told me it was fine and that "If you have any issues with that part down the line please contact us and we will take care of you, don't worry." I feel more like I got taken advantage of instead of getting taken care of. I emailed them and followed up on that email two weeks later to get a response. I was offered a replacement or a refund; I opted for the refund. I was only refunded $29.99 out of the $38.99 I paid; The receipt showed that the rest was "shipping". Strange, because I distinctly recall that they advertised that shipping was free when I bought it. While it's partially my fault for expecting an OEM part without verifying, the company was found by entering "OEM Sony Heaphone Parts" into a search engine. There should be more transparency on whether they create these parts in house or simply order them from third party manufacturers. Also; The fact that I had to send a follow up email to get a refund is a bit ridiculous. If they can't sort theough the volume of inquiries that they recieve via email with their team, they should be looking into hiring on more staff or having an outaide agency assist. Furthermore; There should be an extremely obvious and clear cut refund policy. If shipping is not part of the refund, then I'm not willing to risk a purchase from your business. In the end, I paid money for someone to ship me something that only temporarily fixes the problem, and not even that well. I'm thinking of tearing apart the other set of headphones I fixed with their parts to return those too.
Response from CentralSound.CoNov 6, 2023
Hello Amado, First off, our apologies for not meeting your expectations. We sell many aftermarket products under our own CentralSound brand. Many headphone manufacturers/brands do not supply parts for repair shops or the public. Aftermarket parts are the only option unless you buy used parts from a used pair of headphones somewhere. It's understandable that you may have gotten confused, or got the wrong search results from google (which we have no control over). You are correct, we do offer free standard domestic shipping, which you did not opt in to. You chose to pay for the upgraded priority option. You also purchased two items, yet you want a refund on shipping even though the other item was fine, as you admit at the beginning of this review. We certainly should have responded to you sooner, there is no excuse and we take full accountability for that. Feel free to send in and return what ever parts you want. If you do return the other parts you ordered then we will issue you the priority mail shipping charge. We certainly appreciate your feedback and gives us some insight on where we need to make improvements. It really was not necessary to leave a negative review. You had an issue with our part, we issued you a refund (without you sending it back). It may have taken us longer than you expected but we did take accountability and feel we made this right with you.