KEF Reviews 199

Don't buy from this company. THey make amazing speakers but the connectivity is rubbish and the customer service even worse. Don't lose your time, I had to go mad, spent £1600 for "wireless" speakers, run all the tests in the world and they told me it's a network issue coming from my end when its not. Dont buy!!!

The speaker I bought (LSX II) lives up to the reputation of KEF as a hardware company, but what took me by surprise how bad the customer service is. Too bad reviews of their products never seem to touch upon that aspect of the KEF company, at least for now. The KEF website is top-notch, detailed, highly professional, so you only discover later that much of what is promised – does not quite exist actually. Post-purchase customer service is barely existent. Establishing a meaningful communication is very hard, there are minimal or no responses to your asking for help. I was not provided a tracking number (imagine that, for a shipped products valued more than thousand EUR), speaker pads that were also purchased were not there with the shipment, even though they were seemingly shipped together. Finding what went wrong and what to do, was a prolonged process of e-mail communication with half-baked results. I also received no reply to my inquiry related to the firmware update issue I had with the speakers, but the issue suddenly resolved itself after many days. Odd. The customer service needs a total rethinking and reconstruction. I do not know what is going on in there, but KEF are creating an impression of cheating, at least of not caring after getting your money. Very sad. And dangerous for the prospective customers.

My experience with customer services... My kef folding headphones developed a loose right ear elbow. Despite still being within warranty, customer services in Maidstone told me this was due to excessive wear and tear. Really, strange that as I'd rarely used them from new. Truth of the matter is the engineer in the UK did not possess the correct tools to deal with the problem. Never will I ever waste good money on a kef product - personally my view is as soon as they moved production from UK to China, it all went TU. Nobody from their customer services in Tovil, Maidstone, gives a damn. I now have a replacement set of headphones from AKG - quite honestly the quality puts my old kef headphones in second place and they cost half... Enough said.

Simply nonexistent customer service! I have sent them several emails with photos of the 1000 euros defective LS50 from the first 6 months and never accepted to activate the guaranty!! Outrageous! I am now initiating a law pursuit against them.

I purchased a KEF Muo Bluetooth speaker back in 2018 and used it sparingly over the years. probably only around 10 times or so. While the sound of the speaker was good, it broke out on me this year. I reached out to warranty service here in HK, but was told that the product has been discontinued and they are out of battery material to repair the speaker. The CS person told me that they will try to look for a solution but no promises. While I appreciate the offer, they had no concrete solutions to offer. I made it clear that it is unacceptable for a product to be defective with such little use. The biggest problem is the product is now just a glorified paperweight. They couldn't even offer me a recycle option. Now I am stuck with a useless paperweight with no solution in sight. I asked if they could provide me with a solution such as a coupon code or replacement but have not heard back from them in a while.

This product was priced over 200 euros, and even my cheap jawbone bluetooth speaker which was brought even earlier and at just a fraction of the Muo's cost is still alive and kicking. This leaves me with great distaste when you consider this to be a high end product.

I am extremely disappointed with the warranty and customer service support and this is probably the last time I will purchase products from the brand. They simply do not stand by their products.

Trying to get support on my LSX series since 3 months now. I do not get a reply. Tried all possible ways but they just do not respond. No idea what to do now. This is crazy

Worst customer service possible. My LSX speakers stopped connecting so I sent them in for warranty repair over 2 month ago. Customer service will not reply to emails or voicemails. Have tried many many times. Can’t talk to a real person.

I don’t know where my speakers are and I’m out $1000.

Will never recommend or purchase anything KEF ever again. Seems I am not alone. Don’t buy their products.

I regret buying the KEF LSX. it won't connect to wifi. it won't connect to the kef controll app. no response for my email to kef ...poor customer care. i can just connect it to Bluetooth and optical fibre to tv. cant do any adjustments. real waste of money total disappointment

Purchased an 'Mu3' pair of true wireless earphones, from eu.kef . Shipment email arrived only 59 minutes later (!); there was no tracking number or any other details. The order page in their site shows an invalid GLS tracking number and relevant link.

8 days later, I have already sent them 3 emails asking for shipment details, never got an answer.

The advertised delivery time was '2 to 7 days'.

I thought buying at full price, directly from a (reputable) manufacturer's on line store, would be a better experience. Wrong.

U P D A T E: Posted my review 12:19 pm. Received an update from KEF, with a valid DHL tracking number, at 12:42 pm.

Great Q950 speakers. Terrible service from their logistics partner Amazing Company or AMACOM. No tracking number at first then a tracking number that didn't work, then delivery without any warning of my speakers in damaged cartons. Finally unpack to discover that the speakers themselves are damaged. Have emailed Amacom. No response. Have called and they are clearly not answering their phones. Dump your logistics partner KEF they don't match the standard of your products. Don't order directly from KEF if you don't want to experience the same total lack or respect and waste of time as I have done.

Brutal!

Spent 2 grand and spotify connect doest work. Any they have ZERO customer service. Yes, Zero!!!

Avoid

I gave one star because there is no zero. Worst customer experience ever! Really, the worst of my entire life and for a premium fee. Where to begin: no reply to my emails, no reply to my phone calls, if they do reply they always pass me to colleague who never replies. I've sent dozen emails and made numerous calls. No response at all! Initial shipping was cancelled, now waiting for a new one without any further update, tracking number, information, communication. Please note, I made my order a month ago. Premium product, low-class customer experience. Unbelievable! How is this even possible?

I doubt that they do not have so called 'customer service' at all. At least, it is impossible to get any kind of contact/response via support site.

They don't bother to answer any questions.
I've got a problem with their product, but seems that they could not care less. Three question by now at the same topic.. And what I get? Silence ..

I received outstanding service today from Ron at Kef UK. I had a problem connecting my Kef speakers sub woofer to a new Denon AV receiver and Ron certainly went the extra mile and helped me configure the whole set up. It is now firing on cylinders and sounds amazing. Thank you Kef and Ron what a great job and brilliant service. I think Kef speakers are superb and continue to deliver amazing sound. Thanks again – I can’t wait to enjoy the system this weekend!

No respond via mail, FB or Twitter. Worst customer service ever.
Good food bad service, Im not coming back!

Some awful company to deal with. Customer service is an absolute disgrace, total ignorance. They promise things on the website, and do not keep their word. No responses to customer service emails or phone calls.
I'll get my refund with my solicitor.

Great speaker! My old center speaker broke and I needed something slim and elegant with good sound. I found a Kef center speaker that looked AND sounded great. My only complaint is the price is higher than most other brands, but the speaker looks and sounds great!

Awful, customer support hasn’t answered after emailing them 2 after 2 days and service center told me they are not responsible for the online shop. Only received 1 of 2 speakers from a pair and got no additional information when I will get the second one. The worst online shopping experience I have ever had, even the support of scammers is more responsive.

I had been enjoying the KEF 50LS Wireless speakers for around 2 years when I noticed the left one started cutting out lower frequencies at random intervals... Uh oh, I thought, sounds like a warranty return is imminent. Now we'll see what the company is really made of...

I got in touch with KEF customer support to help rule out all alternative possibilities before actually shipping the speakers back. Despite COVID starting to kick in, Fred from KEF America was very responsive and super helpful. We ruled out a number of potential causes and agreed that a mechanic needed to look at these. So back to the manufacturer they went...

Now, I will say, that while the process could have been a bit smoother / faster, I always felt treated fairly and "in the loop". And that hasn't always been the case with some other manufacturers who seemed to take every opportunity to get out of their contractual obligations... KEF, in contrast, was solid, took responsibility for the odd issue or two, and I'm now very happy to have the speakers back home, playing beautifully. Well done and thank you KEF!

On the connectivity issues mentioned in the other review: I've never had any trouble and have been using Tidal since I bought these. I tend to eschew KEFs native apps using the Tidal one instead and have had very few issues (sometimes Tidal rather than the speakers were at fault, with their "master" quality streaming lagging a bit, despite a 250MBPs+ connection at my end; particularly in 2018/19, much less so in recent months...).

In summary: I paid $2,300 for these originally and now that they can be had for $500 less I'm considering a second pair for the bedroom. So yes, I would very definitely recommend KEF and its products!