What has happened to Headamp?

[Hifiearspeakers]

They used to be such a good retailer. Now their customer service is at minimum very slow, to unresponsive, to dare I say, shady.

I have no idea what’s going on with them, but I am pretty sure I will never do business with them again

 

[MattTCG]

That's odd. I've had nothing but great experiences with them (Justin) over the years and even recently. Very responsive, shipped very quickly and arrived amazingly packaged.

 

[Kevintj604]

I purchased a set of JOAL pads from them because I was enticed by a $40 discount. They didn't reply with a confirmation so I contacted them via their sites chat function. No response.
I then emailed them.
No response.
So I called directly and spoke with Justin. He said that the pads were backordered and that he'd reach out to Abyss to see how long the wait time is. He stated that he'd contact me back via email when he heard from them.
No response.
Two weeks later I received shipping notification and I've been waiting ever since.
It's been 42 days since I placed the order and still no pads.

I agree with @Hifiearspeakers I'll never deal with them again. Absolutely terrible communication and even worse after sales service.

I was saving up to purchase a CFA3 but now that I know what they're about I'll never work with them.

 

[Hifiearspeakers]

I purchased a set of JOAL pads from them because I was enticed by a $40 discount. They didn't reply with a confirmation so I contacted them via their sites chat function. No response.
I then emailed them.
No response.
So I called directly and spoke with Justin. He said that the pads were backordered and that he'd reach out to Abyss to see how long the wait time is. He stated that he'd contact me back via email when he heard from them.
No response.
Two weeks later I received shipping notification and I've been waiting ever since.
It's been 42 days since I placed the order and still no pads.

I agree with @Hifiearspeakers I'll never deal with them again. Absolutely terrible communication and even worse after sales service.

I was saving up to purchase a CFA3 but now that I know what they're about I'll never work with them.

That’s awful man.

 

[justin w.]

I purchased a set of JOAL pads from them because I was enticed by a $40 discount. They didn't reply with a confirmation so I contacted them via their sites chat function. No response.
I then emailed them.
No response.
So I called directly and spoke with Justin. He said that the pads were backordered and that he'd reach out to Abyss to see how long the wait time is. He stated that he'd contact me back via email when he heard from them.
No response.
Two weeks later I received shipping notification and I've been waiting ever since.
It's been 42 days since I placed the order and still no pads.

I agree with @Hifiearspeakers I'll never deal with them again. Absolutely terrible communication and even worse after sales service.

I was saving up to purchase a CFA3 but now that I know what they're about I'll never work with them.

Hi, I think our emails must be going to your spam. That has been an issue lately. The pads you ordered shipped 2 weeks ago on May 9 and the tracking shows them being processed in Canada yesterday. Please check your email in case the order shipment email went to spam.

 

[Kevintj604]

Hi, I think our emails must be going to your spam. That has been an issue lately. The pads you ordered shipped 2 weeks ago on May 9 and the tracking shows them being processed in Canada yesterday. Please check your email in case the order shipment email went to spam.

Nothings going into my spam folder. The only emails that I'm getting from you are sales emails which i've now unsubscribed from.

Had I ordered from any other retailer I'd have the pads weeks ago. I ordered from Moon Audio on Saturday. They called me back immediately stating that the item is not in stock but gave me an alternative. It shipped that day and it'll arrive tomorrow. 7 days after an order is acceptable. Especially across the border.

That experience compared to a HeadAmp order confirmation on April 19th to who knows when is absolutely ridiculous.

 

[purk]

I had nothing but great things to say about HeadAmp. I ordered five items ranging from new Stax headphones to an amp card for my iBasso DX340 and every single item was delivered promptly within three days after the payment. It is also true about the tracking email going straight to the junk mail folder.

 

[sajesak]

I purchased a set of JOAL pads from them because I was enticed by a $40 discount. They didn't reply with a confirmation so I contacted them via their sites chat function. No response.
I then emailed them.
No response.
So I called directly and spoke with Justin. He said that the pads were backordered and that he'd reach out to Abyss to see how long the wait time is. He stated that he'd contact me back via email when he heard from them.
No response.
Two weeks later I received shipping notification and I've been waiting ever since.
It's been 42 days since I placed the order and still no pads.

I agree with @Hifiearspeakers I'll never deal with them again mitolyn. Absolutely terrible communication and even worse after sales service.

I was saving up to purchase a CFA3 but now that I know what they're about I'll never work with them.

That sounds frustrating and disappointing. If their customer service is slow or unresponsive, it’s understandable to lose trust and consider taking your business elsewhere.

 

[Kevintj604]

That sounds frustrating and disappointing. If their customer service is slow or unresponsive, it’s understandable to lose trust and consider taking your business elsewhere.

To add insult to injury look at how he responded to me in this thread. A standard level of service would be to offer a solution to rectify the problem. I paid extra for a next day shipping on April 19th. It’s now May 25th. I don’t know how many more days I’ll have to wait to receive them and all Justin says is that I should check my spam folder.

If you’re all not convinced what kind of a guy you’re dealing with just look at that response.

 

[jawicedman]

At least you got a reply, I emailed them in Feb about warranty support on an item bought from them, no response. Spend your money elsewhere

 

[Whazzzup]

2025 will test the metal of many small biz

 

[Kevintj604]

2025 will test the metal of many small biz

C’mon. I can’t let that pass. That’s a BS response for what should be a super easy solution.

All Justin needed to do is send me an email explaining that when I ordered the pads their site said they were in stock and in reality they weren’t. Give me a refund so I can go elsewhere. Instead he dicked around with Abyss for two weeks trying to fulfill the sale without informing me the customer.

It takes three minutes to send an email explaining the situation.

After knowing I’ve been waiting over a month he could’ve reached out with a discount code or something else to appease an angry customer. Instead he replied publicly in this forum with none of that. He decided to blame my emails spam folder for his crappy service.

I truly hope a lot of people read his response and learn that he’s not worth working with and go elsewhere. Supporting HeadAmp when this is how they deal with customers is a travesty.

 

[Whazzzup]

C’mon. I can’t let that pass. That’s a BS response for what should be a super easy solution.

All Justin needed to do is send me an email explaining that when I ordered the pads their site said they were in stock and in reality they weren’t. Give me a refund so I can go elsewhere. Instead he dicked around with Abyss for two weeks trying to fulfill the sale without informing me the customer.

It takes three minutes to send an email explaining the situation.

After knowing I’ve been waiting over a month he could’ve reached out with a discount code or something else to appease an angry customer. Instead he replied publicly in this forum with none of that. He decided to blame my emails spam folder for his crappy service.

I truly hope a lot of people read his response and learn that he’s not worth working with and go elsewhere. Supporting HeadAmp when this is how they deal with customers is a travesty.

that's not a defence i posted? its a statement of self inflicted economic policy that will effect many. Its buyer beware time obviously

 

[MattTCG]

C’mon. I can’t let that pass. That’s a BS response for what should be a super easy solution.

All Justin needed to do is send me an email explaining that when I ordered the pads their site said they were in stock and in reality they weren’t. Give me a refund so I can go elsewhere. Instead he dicked around with Abyss for two weeks trying to fulfill the sale without informing me the customer.

It takes three minutes to send an email explaining the situation.

After knowing I’ve been waiting over a month he could’ve reached out with a discount code or something else to appease an angry customer. Instead he replied publicly in this forum with none of that. He decided to blame my emails spam folder for his crappy service.

I truly hope a lot of people read his response and learn that he’s not worth working with and go elsewhere. Supporting HeadAmp when this is how they deal with customers is a travesty.

You are certainly entitled to your opinion. And I can even appreciate that your situation in this instance seems that it was not handled as it should have been. But to make efforts to damage someone's business because you didn't get your pads on time seems...somewhat excessive. And if you succeeded would that make you feel better? I've owned a home based business for 25 years and let me say this, "EVERY small business owner will make mistakes from time to time, period." We are human and imperfect. Small business owners have families, they get sick, and life goes south for all of us from time to time.

My own experience is just the opposite of yours. I've bought many products big and small from Headamp over the past 15 years and I've not once had a problem. I've sent emails on the weekend and they were answered outside of business hours. The last product that I ordered from Headamp was a faceplate kit for my gsx-mini (not an expensive item that makes much money for Headamp). I ordered on the weekend and it was tracking Monday morning. The kit came arrived in impressive packaging, almost Apple like. I was impressed and appreciated the effort on such a small item.

Again, I understand your situation was not handled properly. It's frustrating and understandably so. We get used to ordering from Amazon and getting the item the next day, or the same day even.

Justin has been one of the good guys for more than a decade around here and he doesn't need me to stand up for him, but I do so anyway because of the great products he makes and service he has given to me over the years. Just my 2 cents.

 

[Kevintj604]

You are certainly entitled to your opinion. And I can even appreciate that your situation in this instance seems that it was not handled as it should have been. But to make efforts to damage someone's business because you didn't get your pads on time seems...somewhat excessive. And if you succeeded would that make you feel better? I've owned a home based business for 25 years and let me say this, "EVERY small business owner will make mistakes from time to time, period." We are human and imperfect.

I didn’t start this thread, another one of Justin’s dissatisfied customers did.

Justin’s had multiple times to respond and rectify this particular situation and he’s failed miserably. He’s not even attempting to do anything to fix this and appease the customers concerns.

If my posts about my experience with his company negatively impact his business so be it. I’d rather share my experience to make sure it doesn’t happen to anyone else than give his crappy customer service a pass.

Hopefully this can be a teachable moment when a business treats their customers like garbage.

Ordering an in stock product in April and waiting until June to get it is ridiculous.