Grado Customer Service (Bad)

I decided to try out some Grado headphones and boy do I regret it.

I received them last week, (Feb 14th, 2024) and immediately connected them into the headphone jack and realized there was a problem with the 1/8" mini stereo plug. It was loose and the stereo image would collapse between mono and stereo and everything in-between. 

I tested the Grado SR 325X headphones on three different systems and I had the same problem which I don't have with my other headphones.

I let Grado know right away and had to wait a long time for a response. I explained everything and it sounded like they didn't believe me. They basically told me that this doesn't happen and somehow made it seem like my fault.

I asked for a label and they still haven't got one out to me and it's been five days now since my initial email to let them know something was wrong. 

This has been a horrible experience and I went from wanting to exchange them for a working pair to just wanting to return them back now. I won't buy another Grado product ever based on this experience. 

Just a heads up for anyone considering Grado.


I purchased them new direct from Grado

Good news is it looks like they finally emailed me a label to send them back to them.

I have had really good luck and customer service from Grado, both with headphones and cartidges (back in the day).  One time when I called, I even got John Grado on the phone.  He was very nice and helpful.

I like their house sound for headphones, although I own other brands, too.  But, overall, they have been really good to me, and many others.

And, if you have to get testy, please be nice.  They are all from Brooklyn, New York and are probably pretty inexperienced with coarse language :)

My only service experience with them was very positive. I had a pair of G1000s and the wood turned sort of grayish. I’m not sure how long I had them, but I think it was a couple of years. I sent them in and they sent a new pair. I didn’t expect that at all after such a long time of ownership. 

I had a good experience regarding one of their cartridges. They honored a warranty that had expired six weeks prior. It did take some time for them to get back to me but that’s not out of the ordinary.