Audio Affair

Very friendly service and willing to be flexible about payment. Cannot fault them. Will use them again

Poor customer service unfortunately. They made an error that put me out a portion of money due to the refund process, and they did nothing to rectify the situation or even attempt to give action to their apology. The refund was good enough for them, even though I had to pay for their mistake (bare minimum attitude towards customer service). I’ve run and am a small business, and this would have never been handled this way — I guess that’s the price of big business. Wouldn’t recommend dealing with them if you’re not local!Edit: Still no contact from the service department, and my attempts to contact the person I was dealing with have been ignored — even worse customer service than anticipated.

COWBOY ALERT!! COWBOY ALERT!! YOU'VE BEEN WARNEDFrom 5 stars down to 1. And they don't even deserve that.I have left the exceptional review I wrote last year below. When you buy something you need to know the retailer that went the extra mile to help you spend a few thousand ££ is going to do the same when things go wrong. But they didn't.On line shopping.......With the click of button you purchase what you want and part with your hard earned cash. But it's all too easy with many on line purchases to be let down when things go wrong or you just don't get the after sales service you expect especially when it comes to HiFi / home cinema and your spending a few thousand. This is where Audio Affair shine. The service they provide is exemplary and sets them apart from the competition. Would have no hesitation in recommending Audio Affair and will be returning soon to purchase more home cinema gear. A big thank you to Richard and the team for a fantastic experience.I originally wrote this review in July last year. I gave Audio Affair a full 5 stars and the glowing review above. Since then 1 of the 3 amplifier I purchased developed a fault. The amplifier was repaired by the UK distributor for Emotiva. Then sent back to Audio Affair then back to me. Somewhere along that journey the amplifier was damaged by one of the couriers. When I took delivery and unpacked it I noticed the damage straight away. The under chassis had been damaged and one of the feet was bent in so had had a substantial knock. The amp was sent back to Audio Affair who then insisted on having it repaired again. I asked why they would not entertain claiming on their courier insurance. I received no answer to that question so can only presume insurance was never taken out.I rejected the repair option but have had to get my credit card company involved. Now they have offered some form of replacement - A replacement sourced from the UK distributor. This certainly doesn't sound like a brand new replacement does it more like a refurbished unit.Or I can have a refund of £440 this refund is based on its age and current market value. Not quite sure how £895 becomes £440 after only just 6 months ownership. It was in pristine unmarked condition when it went back to them for repair in February.If you buy from this bunch of cowboys make sure you use a credit card so you have protection under section 75 of the consumer credit act or finance that gives you the same protection. You'll need it.Edit 14/04/23''excellent service is our highest priority'' so much so that I never received a phone call or email from the customer service manager when you reopened yesterday after the easter break.As a matter of point. I have never asked for a full refund. I've been realistic in my expectations and am fully aware that you would deduct an amount from the amount I paid. But under the consumer rights act you can only deduct money up to the day I reported the fault. That being 20th Feb this year. This making it 3 weeks over 6 months old. Not the 7 to 8 months old you have quoted in your reply or the 10 months old Audio Affair have quoted when trying to justify the offer of a £440 partial refund.

Over the decades I have bought many items of high-end hi-fi equipment. Audio Affair stands out as the most friendly, helpful and efficient. There was a problem with the product - due to the manufacturer rather than Audio Affair - and the resolved it with the manufacturer very quickly. They (in particular one Laurent) kept me fully up to date, both by telephone and by email. It seemed above and beyond to me. In addition they have a tremendous range of stock. 100% recommendation

The test of a good company is when something goes wrong, and so far Audio Affair have been superb in dealing with a faulty speaker I bought from them, and stepped up right away. They've been prompt at answering the phone and getting the issue moving (which is still in progress) but so far excellent support has been provided. First rate customer service goes a long way.

Audio Affair are extremely knowledgeable and helpful. I enjoyed a long, relaxed, unrushed demo of a range of speakers which really helped me nail a set up I was happy with.

Misleading about stock and long delays. Canceled order but still received in two different deliveries. Damage dome speaker( hole in box) and cover in oil. Waiting for deposit refund, no respond over week for two emails.

Audio Affair is a fantastic place to get top notch audio equipment. The staff is extremely knowledgeable and helpful. They communicate with you every step of the way. I'm a USA customer and I couldn't be happier. Tristan kept me in the loop when FedEx dropped the ball. Oh yeah, did I mention that their prices are the best anywhere. Can only believe that the bad reviews are by customers that couldn't be satisfied anywhere they shopped for equipment. Thanks for a great experience.

Very disappointed with the service from Audio Affair. I recently ordered a pair of bookshelf speakers from overseas. The payment and confirmation all went through. Two days later the order was cancelled with no explanation, the money was refunded but I am now out $50 due to international credit card transaction fees. I contacted Audio Affair to get to find out what happened and look for a resolution but they have not bothered to respond.

My experiences with Audio Affair encompassed everything that could go wrong, with their doing everything they could to make things right. Having spent a great deal of time choosing a new hi fi system, with the patient help of Richard, the turntable arrived with a faulty tone arm, and the cd (a different make) was faulty. All of this was high end equipment and a disappointment and surprise, while getting the problem corrected was complicated and made longer by the maker of the turntable offering to come to the UK to fix it with new parts (but not confirming a date!) and the problem at first being proscribed to the amp and not the cd, however, Richard and Tristan kept me in the loop, made every effort to hurry things along and in the end had the CD player replaced for a new one from the manufacturer, and upgraded the turntable to that of another manufacturer with very satisfactory results. Bad luck can befall anyone, and Audio Affair managed mine as well as they could, discounting a turntable that is almost certainly better than the one I originally ordered (that Richard then travelled a long way to personally install).