Grado Customer Service (Bad)

oddiofyl, yes I was surprised because I had read several positive anecdotes such as yours.

Not sure if something has changed over there or not or maybe I just got unlucky who I ended up dealing with. Not really sure

Yea Ella, I was thinking the same thing. I will do that perhaps or just pay out of pocket to send it back to them. But the way they've been acting I'm almost afraid if I send it back to them they'll pretend they didn't get it or something. I still can't believe they wouldn't take care of this though.

I spent 12 years in sales in the audio industry so I am extremely empathetic to dealing with customers on the other side. I've tried my best to explain everything and was patient in the beginning. I still have not escalated things or got rude to them but I did need to vent and let others know my experience. Hopefully no one else has to experience this.

I purchased them new direct from Grado

Good news is it looks like they finally emailed me a label to send them back to them.

Welp, I returned the headphones over a week ago. They emailed me back pretending not to receive any of my prior emails. I had to explain once again why I was returning them.

I kept it short and simple just letting them know they sent me brand new headphones with a bad plug.

They asked if I wanted a replacement and again, I didn't get into any of the previous emails I just politely said that I'd like to return please.

It's again been over a week and I haven't heard back. 

This is really bad on all fronts..

I finally got a super short email basically saying it takes up to 10 business days to refund my card. Not sure why they ignored my other emails or took so long to get back to me. I really don't think I've encountered such bad customer service in a really long time.