Return policy horror story in progress

Per the "Return Policy", I've sent multiple emails to [email protected] that included my Order ID, Billing email address, products to be returned, and reasons for return. These items were bought directly from Polkaudio.com. They were purchased less than ten days ago. Yet despite my efforts to initiate the return and obtain an RMA/return shipping label, it's been over a week now without any reply from Polk.

I've tried calling Polk's Customer service number (800-377-7655) multiple times, staying on hold for 53 minutes on one occasion, 47 for the other, and countless times for 10-15 minutes but no one answers.

When I tried different telephone prompts that got me to "Ed" who works in the technical support section that responds to customers who need replacement parts, one time he said "it shouldn't be a problem to obtain the RMA" and transferred me back to the Customer Support line where no one answers. I called "Ed" back and asked if he could find another way to assist and he hung up on me.

Several days ago I used the Customer Inquiry form that is available at the PolkAudio website to explain my Return efforts to date and to request that my return be processed. No one has answered that yet.

This is bizarre behavior; not what I expected from Polk and certainly not what I expect from any company in 2021 (unless that company is actively committing fraud).

Does anyone have any additional insight into how to successfully engage with Polk customer service?

Does anyone know if Polk is on the verge of a Chapter 11 filing?

Has anyone filed a complaint against Polk, either legal (private or via any states' attorney general or consumer protection bureaus) or via BBB or other entities?






Comments

  • SeleniumFalcon
    SeleniumFalcon Posts: 2,132
    Let me refer this to my friend at Polk.
  • astrofan
    astrofan Posts: 5
    Let me refer this to my friend at Polk.

    Thank you, Falcon. Any assistance is greatly appreciated.
  • SeleniumFalcon
    SeleniumFalcon Posts: 2,132
    Your situation has been made known to Polk, you should get a response soon.
  • tonyb
    tonyb Posts: 32,611
    I hope he gets a response soon, but it doesn't change the fact that Polk CS has fallen flat on its face. It doesn't seem to matter how many exact same stories we hear either, nothing changes.
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  • BlueBirdMusic
    BlueBirdMusic Registered User Posts: 1,747
    Probably not enough people to handle the volume of requests received, and an inadequate "system" to keep track of the requests.
    If you are going to do something STUPID, do it FAST so it doesn't affect someone else.
  • smglbrth
    smglbrth Posts: 1,383
    I am seriously considering the new Reserve line. However, as I keep reading these horror stories, my own brother has a couple as well, I don't know. I mean, as a long standing member here, purchasing Polk over the years and singing their praises to others, it doesn't make me feel real confident if something were to go wrong with new speakers. Kind of makes you wonder.

    Money talks and bxxxxxxt walks...
    Remember, when you're running from something, you're running to something...-me
  • Hansvelton
    Hansvelton Posts: 139
    Probably not enough people to handle the volume of requests received, and an inadequate "system" to keep track of the requests.

    The "System" seems to be, post a complaint on the Polk forum, wait for one of the forum members to kindly pass that complaint on to someone working for Polk "Customer service" and then maybe or possibly get some help?

    Franz Kafka, "The Castle"??

  • nooshinjohn
    nooshinjohn Posts: 23,497
    la2vegas wrote: »
    Astro fan getting what the Astros deserve. The irony. :#

    You need to be banned...
    The Gear... Carver "Statement" Mono-blocks, Arcam AVR21, Oppo UDP-203 4K Blu-ray player, Sony XBR70x850B 4k, Polk Audio Legend L800 with height modules, L400 Center Channel Polk audio AB800 "in-wall" surrounds. Marantz MM7025 stereo amp. Yamaha CD-S2100 SACD Player.

    In retirement...TriangleArt Reference SE with Walker Precision Motor Drive,

    “Every record has been destroyed or falsified, every book has been rewritten, every picture has been repainted, every statue and street building has been renamed, every date has been altered…History has stopped. Nothing exists except the endless present in which the party is always right” — George Orwell

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  • la2vegas
    la2vegas Posts: 375
    edited April 2021
    la2vegas wrote: »
    Astro fan getting what the Astros deserve. The irony. :#

    You need to be banned...

    Why? ..
  • mhardy6647
    mhardy6647 Posts: 29,712
    edited April 2021
    astrofan wrote: »
    pitdogg2 wrote: »

    Who is Carl Jacobson?
    @CarlJacobson_POLK

    awi4ecxboicb.png

    He's a marketing person with the brand ("Director of Brand Marketing"); he's been riding shotgun (so to speak) on the recent forum 'upgrade' issues with functionality and aesthetics. One would think that he'd be a good conduit back to the company for the lapses in customer service/support that Polk's been suffering in recent years. Poor support can't make a marketeer's job any easier! :wink:
    https://forum.polkaudio.com/discussion/comment/2640232#Comment_2640232


    FWIW, I'd opine that the Reserve series has much less to go wrong with it than an active component, soundbar, etc.
    i.e., I'd be way less nervous about investing in a pair of the Reserve loudspeakers than a more "sophisticated" component like a soundbar -- the 'tech' componentry seems to be the brand's Achilles heel.
  • astrofan
    astrofan Posts: 5
    mhardy6647 wrote: »
    astrofan wrote: »
    pitdogg2 wrote: »

    Who is Carl Jacobson?
    @CarlJacobson_POLK

    awi4ecxboicb.png

    He's a marketing person with the brand ("Director of Brand Marketing"); he's been riding shotgun (so to speak) on the recent forum 'upgrade' issues with functionality and aesthetics. One would think that he'd be a good conduit back to the company for the lapses in customer service/support that Polk's been suffering in recent years. Poor support can't make a marketeer's job any easier! :wink:
    https://forum.polkaudio.com/discussion/comment/2640232#Comment_2640232

    Thank you.