Kronos AV - www.kronosav.com

I had an incredibly disappointing experience with Kronos AV, and I strongly advise potential customers to think twice before purchasing from this company.

The entire process was riddled with issues, starting with the excessively long delivery times. The delivery service was abysmal; the driver admitted that everything was soaking wet due to the weather, which was evident in the poorly packaged items. My ring camera caught what he said and I will post online.

Communication with Kronos AV is another nightmare. They take forever to respond to emails, if they even respond at all. It’s baffling that they have no formal complaints system in place. The only time I received a prompt reply was when they perceived an ego-driven dispute, rather than addressing the actual issue at hand.

Their returns process for faulty goods is convoluted and frustrating. Rather than offering a straightforward replacement or refund like reputable companies, they insisted on sending the product back to the manufacturer for repair. When I demonstrated my reluctance to this (considering it was supposed to be brand new) they said they were looking into other avenues with their distributor. When I asked who their distributor was they said their 'warehouse". This reluctance to provide direct replacements or alternatives is deeply concerning.

Moreover, I suspect the items sold by Kronos AV are not brand new, but rather B-grade. This is suggested by the fact that some product photos appear to be taken outside of the original packaging. The substantial discounts they offer are also highly questionable and raise doubts about the quality and authenticity of their products.

All online orders come from a warehouse in Ireland, and if you end up with a faulty product, good luck getting it resolved. The entire operation feels like a boys' club, with no accountability for poor service or defective goods. I had to escalate my complaint to the ombudsman, which is an ordeal no customer should have to endure.

In hindsight, I should have paid extra and gone to a reputable retailer. There’s a reason I had never heard of Kronos AV before, despite their supposed longevity in the market. Save yourself the hassle and steer clear of them. Be warned!

Took money - no delivery - tracker shows items not packed 2 weeks later - no communications - telephone line says only for sales - no email responses.

Submitting claim via bank and then legal.

What a shopper experience - avoid, too small a father and son operation and totally uninterested.

Avoid!

I tried to make a purchase from this mob for just under a grand. I couldn't complete the finance application due to a fault on the website. I got an email asking what terms I would like and that a link to the finance would be forthcoming. No it wasn't!

After numerous attempts to contact them and get this purchase over the line, I finally gave up.

Are these guys serious?

What an absolute shambles and unprofessional bunch of amateurs.

Don't deal with these Muppets

! You will regret it!

Ordered a pair of headphones which were advertised there cheaper than anywhere else. Not in stock, so I reluctantly went for an alternative. No sign of the product , no reply to my emails, no answering my phone calls. So I had to order from another supplier. Two weeks after I received the product after I cancelled it. Now I am stuck with 2 pairs of headphones which I've had to pay for.

Excellent service start to finish. Great advice, fanatic after sales support and couldn’t do enough. My experience was first class!!!

Shocking attitude from their team. Made a sizeable purchase from them. Very responsive pre-purchase. After you paid them you have to chase them up for a response. Rude, unapologetic, and making excuses at every turn. I regret purchasing here, definitely will be my last. They even have the audacity to threaten me with legal actions to remove my honest review.

Placed an order with Kronos AV through their website for an Onkyo A9010 amplifier. I had not heard of them before, but their website showed that the item was in stock (other stores were showing as out of stock) so I proceeded to place an order. After ordering, I received no order confirmation email and, on their website, my order was showing as pending. After waiting for three days, I contacted their ‘customer service team’ to enquire about the order. Although I received no response to my email (you could not reach them on the phone – a constant and repeating theme), I was contacted a day later by a representative from their Belfast store.

He informed me that the website was wrong and that the item was not in stock and, further, that he had no idea when they were likely to get any more in, although he hoped it would be May. He suggested that I think about whether I wanted to wait for it and, if I did, that I should consider making payment now to make sure I was at the front of the queue when they did arrive. I said that I would think about it and let him know tomorrow

The next day, I checked my bank account and noticed that they money (£200) had been taken from my account two days prior to our conversation, despite the fact that the order could not be fulfilled and that they had no idea when it would be fulfilled. I again tried to call their customer service team and was unable to speak to anyone.

Instead, you get put through to a receptionist who tells you that everyone is busy and that she’ll take a message and get someone to call you back. This is not true; it is a lie. No one ever calls you back. Indeed, I doubt that Kronos even have a customer service team (despite claiming on their website that their Customer Service team is available 24/7). As such, I sent an email confirming that I no longer wanted the product and that I would like an immediate refund of my money.

I received no reply to this email.

I sent another email, in which I again queried when I could expect to receive my refund and, further, drew their attention to the terms on their website which states “If we cannot supply the item, and money has been taken, we will refunded you the full amount for any item not sent within 24 hours”. As it turns out, this is another lie.

After receiving no reply to this second email, I tried calling again and got through to the same receptionist who refused to even let me wait in a queue for a customer service representative. At this point, I was entirely exacerbated by the process. I tried speaking to their customer service team through their online app. Whilst I managed to speak to someone, I was informed that the refund would take 11 days. When I explained that their website said it should take 24 hours, he said that he would do his best to fast track it.

Guess what? Still no refund. So the following week I make one last attempt to speak to someone on the phone (after sending my fourth email without reply) and finally manage to speak to someone in their Brighton branch. He informs me that the ‘Belfast Guys’ are at a trade show in Munich for a week and, as such, nothing is going to get done until they return. He urged me to wait until their return before taking any further steps (negative reviews, contacting my credit card company etc.).

Unsurprisingly, I have still not had a response. They have taken £200 from me, without ever having the product in stock and have now held on to it for 3 weeks without ever acknowledging any of my requests for a refund. I have had to notify my credit card company that it appears that I have been the victim of a fraudulent transaction and am having to attempt to get my money back this way.

I have never, ever felt compelled to write a review (positive or negative before) but really feel that if I had read a review about what this company was really like before making my purchase, I would have never gone through with it. I would urge all of you to avoid this company. I would never want to go through this experience ever again. They have taken money from me without providing any product and have no intention of refunding this amount.

Be careful.

From the start the people at Kronos were extremely helpful and knowledgeable. They provided good communications during the buying and shipping process. The amp was delivered exactly according to the time stated.

I'm really happy with the service from Kronos and the amp and would recommend both.

Needed some professional advice on a turntable purchase as a Christmas present- One phone call-sorted-3 days later-goods arrive- perfect

I hardly every write reviews, but just so cross about poor experience with Kronos I just had to.

I recently ordered a premium AV stand for Kronos for my new home after recommendation from a friend who has bought from them previously. The stand was advertised as usually shipping in 4-5 days. The stand never arrived, and I sent a few emails to try and get an update, but sadly Kronos never bothered to reply.

Their social media team were very helpful initially, with their Facebook page very quick in getting back to me with an alternative email address to try for their sales team. I tried this address too but still nobody got back to me. In the end they just deleted my enquiry from the page.

I can only assume that there was some kind of problem with the order that they weren't able to fulfill, and of course it's understandable that these things sometimes happen, but would at least expect the courtesy to keep the customer updated.

It's a shame because it looks like they have a great assortment of products and a decent website.

Obviously I can't comment on the rest of their service, but if you are considering buying from Kronos it may be worth checking first that they can deliver what they promise.