Audio Emotion - www.audioemotion.co.uk

My initial rating of Audio Emotion, Fife was a 5 out of 5 based on a short-lived first impression and the initial thrill of getting what I thought would be a great hifi system. I think most people leave their reviews on this place for the same reasons. My rating is now a 1 out of 5, which honestly reflects the Jekyll and Hyde change I witnessed in their attitude and what turned out to be abysmal after-sales customer service reported by other reviewers. In fact, there is no after-sales customer service from Audio Emotion that I can see. For weeks I've been left with a horrible sinking feeling every time I look at my new turntable, which is the last thing you want to feel after spending thousands of pounds on something.

Courteous emails, quick responses, and the statement "We'll take care of you" prior to giving them £4k+ for an Acoustic Signature turntable, quickly descended two weeks later into utter indifference as soon as I hinted at possibly spending less than expected on other parts of the system. I was given the impression that they just didn't want to know. Emails and problems with products were then dismissed or ignored; I was forced to chase them repeatedly for a simple refund of a cash deposit I was promised that afternoon; legitimate dialogue about system options were abruptly terminated; I told them three times about a problem with the new Acoustic Signature tonearm and turntable I'd just bought and was completely ignored; items I ordered that were listed as "available" and "ships in 2-3 days" had to be cancelled and refunded days later because the items weren't, in fact, available. But the worst experience was driving a 3 hour round trip to Audio Emotion with the intention of buying speakers, an amp and CD player, only to have the salesman I'd been dealing with (initial G), who had been super-friendly when I bought the £4k turntable, completely 'ghost' me for the whole hour I was there, without so much as a 'hi, how are you enjoying your new turntable?', in a very odd change in personality. From the 'coffee and biscuits' meeting and 'we're here to help' emails, to ghosting two weeks later, all because I had a momentary re-think about the amount of money I might spend?

I'd been prepared to spend a substantial amount the last day I went to Audio Emotion, Fife. Instead, I drove back home shaking my head in dismay, with my money still in my pocket, realising the initial appearance of helpfulness had likely been part of the pre-sales grooming process for new customers: the bait on the hook. I left my online shopping basket with nearly ten grands worth of gear in it that I'd intended to start buying on that last day I visited. Naturally, that money has been steadily going to Audio Emotion's competitors, all of whom have proven to be more straightforward and consistently helpful people to deal with by comparison.

Would I recommend Audio Emotion, Fife? No, I honestly wouldn't recommend them at all. I now have an extremely expensive Acoustic Signature turntable that hasn't worked properly since I got it home and I'm forced to contact the manufacturer direct because the staff at Audio Emotion clearly do not care once you've paid them. If you want genuineness when you're spending a lot of money, then you'll get better service if you shop around. Citizens Advice and Trading Standards are now the next steps...

Tip for consumers:

Don't expect customer service or help with warranty claims after purchase. The initial helpfulness and price promises seem to be lures to get you in the door. Check other reviewers' bad experiences of Audio Emotion, Fife for the same kinds of problems and the 'disappearing act' of G and Co if there are any problems with what you've purchased.

I bought a pair of speakers from Audio Emotion but apparently they did not have them in stock and was told that I would receive the order in two weeks, it took two months for me to finally receive the order.

Due to the long time it took to arrive I bought another pair of speakers elsewhere, I informed AE that I did not need the speakers any longer and subsequently sent them back unopened and sealed.

As a customer who has dealt with them before I gave them the option to sell the speakers at a reduced price which would sell quicker but to my surprise the speakers were never advertised on their website as special offer or preowned. I checked regularly to confirm this, the last time I enquired about the speakers I was told that they were with a customer for a demo, called two weeks later and was promised a call back which never happened, I sent an email but got no response.

I called back again to request a refund but instead got an email to say that I was not gonna get a refund until the speakers have been sold but they could as well offer me another item of choice instead of a refund. The speakers have been with them from May this year and as I speak, I have initiated legal action to recover my money.

I totally agree with another reviewer on Trust pilot who said the following, if you want great advice and to buy the right product then audio emotion are the people to speak to but when something goes wrong they don’t respond to your calls or email, I have the same experience and would never recommend Audio Emotion. This is such a bad experience and wouldn’t want anyone to go through the same.

I honestly agree with all the positive reviews but equally the negative reviews are genuine experiences of customers of which I am a victim as well.

They could'nt be more helpful and their prices for pre-owned gear is really good value . I bought an ex dem pre amp which was as new , and I saved a lot compared to new price . I would recommend Audio Emotion to anyone looking for value , advice and help with anything hi-fi .