Skullcandy (UK) Anmeldelser 

So first off skull candy had advertised that through shop they split the payment across 4 payments intead of 3 (like with klarn). To make a long story short this caused me to accidently purchase the ANC 1080 and session 540 in full. I went on to attempt to cancel the order for the entirety of the alloted hour, i could not cancel the order myself. So now im trying to get in contact with customer support and i am introduced to skullcandys awful AI. It creates a ticket for me so i can "speak" with a "human". Because I am in England and did this at 12:56pm and they are American they didnt respond until i was way outside of my 1 hour window. Naturally this is entirely my fault, skull candys policy states that it has to be an hour. Anyway I have to accept defeat, but dont worry you best believe this cost well over the £80 freshhold so i get free, fast delivery that takes 2 days. NA NA it took 5 days to get to me (made this order on Thursday 22nd, didnt get it until Tuesday 27th). Before it got me I had made complaint to the AI, no one was communicating to me and this delivery I dont want, that i paid 3 time the price of premium delivery for is taking 3 times as long, as was promised. So yeah to say i was frustrated at this would be an understatement.

I had stated to AI as well that i want to make an official complaint and it basically said id have to wait for someone to contact me, when this employee contact me they basically said "Oh were all cleared up now, youve got you parcel. If you have any problems respond to this email" which i did and well over a day later im still waiting on a response. In my reply i have stated i want to return the product and i think its a joke the hour cancellation policy exists because they ship so thickly and yet i had to wait 5 god damn days and they have the nerve to send it to me still.

I also did what i thought was the right thing and im going (or trying to go) through the proper procedure for returning the package. I spoke to the AI because despite trying to get in contact with their customer support its almost been 2 days and ive had no contact despite tickets being open and created. The AI states the return needed approval or whatever and then ill be sent the email with instructions that needs to be in the box. Well i checked today and its been processed but i still have no email. The AI basically said give it a day and itll be resent. I also tried the link provided when you first make the return request thats supposed to provide the same information as the email but it didnt work.

This website has several problems with sending emails. Its supposed to send you emails confirming its opened a ticket, which it never has for me. It CAN also give you old email addresses that sre no long active.

At present this experience has been absolutely terrible and it feels like im going to be held out on until the 14 day return period it expired so they dont have to give me my money back. I feel like im being held up by them. Ive been a customer with them for 5 years and loved the products they have, this experience has ruined it all. The absolute worst customer service ive ever seen, the delivery was falsely advertised and the website is also horrible, if you click support, it would more times than not, quickly refresh to the home page. I had to scroll the the bottom of the site to get it to work.

The product its self was amazing sound quality. However they ended up breaking within the 1year warranty period so I sent them back in the email they sent it said to give them 5 days after it arrived to them then they would send an email. I never got that email I tried to contact them the only avaliable thing was the AI chat a asked to speak to an advisor it said I would get a reply in 1-2 business days. I bought directly from there website it's a shame the customer service is so shocking because the sound quality was so good.

These earphones have the best quality i have ever heard. Especially the partnership with Bose on the Method 360ANC

I submitted a claim after one of my headphones has issues and I received a coupon for their website that covered shipping costs, headphones and extra. Great customer service.

Incredible headphones by an incredible company, there customer service is very helpful in providing the right links and advice 24/7 and the agents are keen to help too and will resolve issues with upmost efficiency and care specifically Rhyan B who helped me about confusion of a warranty payout which was resolved within 10 minutes.

I can't speak for the actual items yet, however Royal Mail UK messed up and sent the items to the wrong address. It took me only a few minutes to get to talk to a human customer support representative, after I explained what happened they gave me options for a full refund or to be reshipped. I requested for it to be reshipped to a different address. The value was more expensive as this was now post sales. Yet they still did this zero issue. Lastly they said they would refund me the shipping costs once I received my items.

This is better customer service than a lot of other places I've dealt with in the past. Including Amazon! Thank you Rhyan B for your great customer service.

Skullcandy doesn't deserve it's bad reputation. I experienced the total opposite. Well done.

Absolutely awful company with no customer service of any help. Brought the ANC 1080 for £220. 2 months later the fabric on top of the headband is coming apart and a big bit of foam showing. Now they want me to pay to get a replacement. Madness

I used to like this company but now no. Couple times I ordered from here and I never disappointed of my delivery and orders. But 2 weeks ago I ordered two speakers and arrived just one, i contacted 5 ir more times company to solve this problem but AI just said apologies and they will sort it out. I did everything what I advised to, but no emails no correct order.
Give one week for them to sort but no one came to me and I decided to write reviews not about products but how they solve problems. AI can't be responsible for solve problems quickly it's just apologies and do nothing more.
29/09/2026 there is no emails from skullcandy. I checked spams also.

I've put 1 star in so I could write a review, I have been waiting 10 days left 3 complaints to speak to someone and the Ai process it will connect me to something called a HUMAN! and still no reply. How rude! All I want is the headphones paid for that were a birthday present that went faulty and required replacing and here we are still waiting!

terrible customer service, i never knew everyone else was having the same issue as me. contradicting messages, told my item is in pre order when it wasn't, then told it's been declined. also been over 3 weeks since i ordered, and it's only JUST been shipped a day after i requested a refund through klarna as skull candy refused to do it themselves since my item is also not elegible for a refund anymore as it ended on the 17th september 2026, it's the 18th (haven't even received my order btw!! LOL!!) to say i am fuming is an understatement. i have never felt such hatred towards customer service or a company in my life. i cannot fathom how a company like this can still run on ONLY online chat bots in the UK with no contact number or email???!??? sickening

Credit where it’s due: Skullcandy have somehow managed to prove my review correct with their own response to it. Find my previous review below!

My review explained, in fairly clear English, that the issue was not resolved.

This relates to Order 404063151.

I explained that I had been told the order was declined, then that a refund had been scheduled, then that the order was still a preorder and due to ship, and then that I should ignore information previously given to me by Skullcandy.

For clarity, I have dealt with Jerwin G from Skullcandy Customer Experience and Mark A from Skullcandy Support.

Jerwin told me the order had been declined, that Skullcandy had not captured the payment, and that I should contact my bank.

Mark A then told me the same order was actually in preorder and scheduled to ship that week.

When I challenged that and showed Mark the email from Jerwin, I was then told:

“I am so sorry for the misinformation from Jerwin. Please disregard that email.”

Brilliant.

One Skullcandy representative tells me one thing, another tells me the complete opposite, and then I am told to ignore the first explanation entirely.

My review explained all of this and made it very clear that the matter was still unresolved.

Their public response?

“We are glad that our team was able to connect with you via chat and successfully resolve this matter for you.”

Brilliant again.

Nothing says “we take customer complaints seriously” quite like replying to a review about staff not reading properly… with a response that quite clearly wasn’t read properly.

Just to help whoever responds next:

The issue is not resolved.

There we go. Nice and simple.

I am still waiting for a clear explanation of what happened to my payment, whether the refund was actually processed, when it was processed, and what the refund or reversal reference is.

Instead, Skullcandy seem to have reached the exciting new stage of customer service where they simply announce publicly that a problem has been resolved and apparently hope reality catches up later.

So, Skullcandy, whether it is Jerwin G, Mark A, or preferably someone senior who can actually establish what is going on:

What date was the refund for Order 404063151 processed, and what is the refund reference?

That’s it.

No generic apology.
No template response.
No “glad we resolved it”.
No telling me to disregard what another Skullcandy employee already told me.

Just the actual answer.

At this point, the replies are becoming funnier than the original problem.

Skullcandy — please actually read this one before replying.

The delivery was heavily delayed, which was rather awkward as it was a birthday gift for my son.

That said, the product itself is spot on - he’s chuffed to bits with it.

Massive thanks to Rhyan B in support for handling the situation so brilliantly and generously.

Proper HUMAN customer care, so..highly recommended!

N.b. Was in a mood for 5* coz I'm extremely satisfied with HUMAN customer care, but 4* for delayed order and useless bot..

Final update: Delivery confirmation and reciept of order came as detailed in skull candy's response. Headphones arrived on the Friday and my Son was very pleased with them.
Update: The speedy response I have recieved from the company since posting my review on trust pilot is commendable, polite, professional and informative, I only wish I could have got this kind of response on the chat facility on their site before resorting to a bad review. I did see the pre order info as I checked with my Son if he still wanted to go ahead due to it and that's when we saw the expects to be shipped 3rd September info and went ahead with the order anyway. Thank you for your response and the information shared, I will happily ammend my rating once our order is recieved with no further delay or confusion. I would love to know if there is a plan to improve the customer experience on the website as this appears to be a brand my Son really likes but currently I feel I wouldn't order direct again. Thanks again for the update, it is very much appreciated.

Original post:
If I could give 0 stars I would.

Order placed 31st August. It has now been 11 or 12 working days (not sure if i ordered on a bank hol) since I placed the order and I have had no information on shipping. I don't mind if there is a delay but I do want to be told about it. AI function has been useless, only once have I managed to get through to a real person who assured me I should expect delivery by the end of the week... last week. This hasn't happened. I've logged a number of tickets yet still heard nothing. No option to call, can't find an email. Now i'm £120 down, my Son has been in college without headphones he is required to have and I am not in the position to buy more. When I ordered there was a notification on the page which said they would be shipped in the first week of September. I just want an update if anyone from skullcandy sees this! Please!

I placed my order on 26 August and what followed has been one of the most disorganised customer-service experiences I’ve had.

Initially there was no meaningful update or delivery date. I was then told the order had apparently been declined, that Skullcandy had not captured the payment, and that I should contact my bank because the funds were supposedly only being held as a pre-authorisation.

I was then subsequently told that a refund had been scheduled.

Today I contacted Skullcandy again because the money still has not been returned. Their live chat agent then told me that my order was actually in the preorder stage and scheduled to ship this week.

When I challenged this and showed them the email stating the order had been declined, I was then told to disregard that email.

So, depending on which Skullcandy representative you speak to, my order has apparently:

* been declined;
* been cancelled/refunded;
* had a refund scheduled;
* or is still an active preorder about to be dispatched.

This is completely unacceptable.

How can a company not even establish the status of a single order or payment? I have now had multiple members of Skullcandy support provide completely contradictory information, and I am still waiting for money that I have been told is being refunded.

I have now had enough of going around in circles and will be taking the matter to my bank, providing them with the full email chain and screenshots of the live chat conversations.

The problem is no longer simply a delayed order. It is the complete lack of reliable information and the fact that Skullcandy’s own customer service team appear unable to agree on whether an order has been declined, refunded or is about to be shipped.

Utterly unacceptable customer service. One star is generous.

Look at their reply below, didn’t even read the message. There’s your proof of clear incompetency by SkullCandy.

Appalling customer service . Confusing information about Returns . Chatbot is useless , use real humans !!
Really disappointing .

Absolutely useless, ordered item in error and no confirmation email just money taken, tried to cancel and stuck in a continuous ai loop, item turned up and now cant seem to get it returned as the email won't come through and the link don't work so stuck in another ai loop with no where to go.

Ordered Crusher 720 Headphones. Still waiting on Delivery as it was for a gift for someone. Requested a return, and even though I have not received the product, they expect me to return the item back once i receive it and pay for shipping return. Awful customer service. Never buy from Skull Candy

After initially leaving a 2 star write up about the customer service I received from a member of the Skullcandy staff, who basically just sent me to a returns form, when I wanted help using the new 1080 anc headphones I bought, I was put through to Dave C, a manager I believe, who I honestly can't praise highly enough. His service and understanding has been exemplary. In fact, I was that impressed with how much he's helped me, and explained certain things, that it went from me wanting to return the 1080 anc headphones, to actually purchasing another pair! Dave C, all I can say is "Wow"- a real game changer in customer care....nothing was too much trouble for him. Just sublime service.

I can't believe the running around Skullcandy is giving me over order No : 404062990 excepted over a week ago and I have received products at the same address but has been returned to Skullcandy because of unidentified address! Where is my speaker or my money back. Horrible to be treated like this. I was taking the speaker on vacation with me. NO SPEAKER! NO MONEY BACK! JUST PASSING ME AROUND WITH NO ONE TO CAN SPEAK TO except for AI

Jensel was most helpful and great quality products! Will use again, thank you