Bang & Olufsen,

540 Madison Avenue, Manhattan, New York 10022

"I walked in at 10:15am today (Saturday they open at 10am) and no one was on the sales floor. I had to call out twice before someone actually emerged. I showed him a picture on my phone of the earphones I wanted to purchase and said to him “This is the one he wants.” The guy behind the counter said who’s he? I said does that matter? I want to purchase these! He got them for me and Then the Wi-Fi didn’t work in the store and the transaction took much longer that expected! When one is spending $400 plus on simply wireless headphones it would be nice to be greeted with charm and a sense of a welcoming attitude! Neither of which I received. Serious lack of customer service skills."

"AVOID this company! I spent $400 on the Beoplay EX, & the foam eartips have FALLEN APART shortly after. B&O is REFUSING to fix it, instead insisting I BUY a replacement set for $25 +tax +shipping. Absolutely TERRIBLE customer service & they REFUSE to stand behind their products!"

"Beware: representatives are not opening the store on time. Better call before you go. Sunday 12:15 and still not open (supposed to be 12:00 pm)"

"The product is excellent but the standalone locations lack customer service that premium price points typically require. There’s no way B&O will be able to maintain multiple locations if a sales rep’s best advice is to buy from their online store."

"I see a lot of mixed reviews. This should help explain why. Just to clarify, this is a review of the B&O location on Madison Avenue and not of B&O products. I have been to the store on multiple occasions and have also experienced the store’s service over the phone. I took off a star because I didn’t like the service of one of the employees I’ve encountered. I was supposed to post a 1 star review initially because of this. But today’s service of another employee made up for it. Day 1: I went there and bought the E8 earphones and was assisted by someone named Moe. Service wasn’t anything above average. He didn’t really provide product information. Day 2: I decided to come back and get the H9 noise cancelling headphones as well. This time I was assisted by a guy named Alex. Service was good. He was very patient in helping me choose between models and helped me decide by providing a lot of product information. Day 3: I called their store to inquire about something. No one picked up. A couple of minutes later, I got a call from an unfamiliar number. It was Alex from the B&O store calling me back! He said he saw a missed call from this number and wanted to know what I needed help with! Now, that’s impressive. I shop a lot and hardly get call backs unless requested. That’s an additional star to Alex. Day 4: The E8s I just bought weren’t turning on so I went back to the store. I was helped by Moe. Well actually he didn’t really help. When I got there, I explained that it wasn’t turning on. He fiddled with it along with the charging case and told me that the battery was dead. I told him it can’t be dead because I’ve charged it overnight. I asked him if he could charge it at the store for even just 10 minutes to check if that really was the problem. I didn’t want to have to go home and come back again if it isn’t. So I asked again. But he didn’t want to do that and insisted that it just needed to be charged and to come back if that’s not it. So I left. Day 5: My E8s still won’t turn on. I knew it! It wasn’t a charging issue. I went back to the store. There were two employees there; Moe and Alex. I decided to go to Alex this time. I simply told him that I charged it and it won’t turn on. He fiddled with it, charged it right then and there, said it wasn’t working and then gave me a new one. Easy peasy. Now that’s the service I expect from a store of this caliber. I actually thought that since the box had been opened that they were going to send it out for repair since it was under warranty. To my delight, I got a new one. Thanks Alex. Had I gone to Moe he probably would’ve sent it out for repair. This would’ve been a 5 star review if not for him. You get good apples and bad apples. If you’re looking to make a purchase and want top notch service, look for Alex. I hope this helps as good reference for future customers."