Overture Ultimate Home Electronics — Attraction in Wilmington

I review can not express how pleased I am with the service from Overture! My wife walked in early in December, simply just to get an idea of what it would take to have a theater system installed in our home and we walked out with a lot of information and options to consider. The sales staff is a no pressure team that doesn’t push anything not the customer. We spent almost 2 hours on our first visit talking with the Sales Manager and going from room to room learning about the options available (they are limitless). We explained what we had in mind and were shown some set-ups that would give us a similar composition. At the end of that day, we left with an education and a plan to have Overture come out to do a detailed look and build us a project plan and estimate. At no time did anyone ask my budget and I didn’t volunteer it - they truly want to learn what I wanted without putting me in a financial box Overture The field design was put together by the Project Manager and he spent an hour at the house taking measurements and understand exactly what I wanted. Again, no sales pressure, just a simple understanding of what I wanted. We talked about the sound, the set-up, the hardware he would recommend, he took my feedback and gave me some ideas on what price point each of my “wants” would range in.

Within a few days, I received my estimate with several options and they had hit my internal budget right on the head! I went back into Overture and we talked through some options and made some revisions to the estimate and I approved the project. Through out the ordering, planning process, the staff kept me well updated and alway took time to answer questions, even if they were silly questions (to me). They gave some recommendations on the room I was remodeling and how to best plan for the installation.

After a short period, the equipment arrived and my room was ready for the installation. Their install team were fantastic! There was a day of pre-wiring and those are the same guys that can back for the final install - I think thats awesome! They knew the system and were there to warp up the final installation. The install took place over two days, hardware and final wiring on Day 1 followed by final programing, adjustment and tweaks the following day. Day two was more personalized service, working with the Field Technician on how I wanted to view the picture, where we would sit to watch the movie, what window treatments we would have, controller options, speaker placement, etc - it was extremely personal and I didn't feel like it was HIS installation for HIS system.

I have a few minor technical challenges on the first night (which I expected) but a phone call, text message and a quick follow-up had all my answered resolved and even had a visit from the Project Manager to make sure I was fully satisfied with everything.

I have to be honest, we initially went to Magnolia (Best Buy) for a consultation and in store, they were fantastic, giving me every answer I asked for, the follow-up was horrible. I booked an appointment, never heard from them until 15 minutes before the start of the appoint - which was prompted by me leaving a voicemail earlier in the day letting them know I could be available sooner than our appointment if needed. I received some song and dance and finally agreed to get a call back in a few days to reschedule. Here we are 4 months later and I never received a call back… I believe truly that I wouldn’t have been as satisfied with Magnolia as I am with Overture.

Overture has put a childhood dream of having my own full blown dedicated movie theater right in my own house. Special thanks to Roni, Jeff and the install/technical team...

I'm happy to relay that a short two-hours after posting the review below, I received a call from my Overture salesperson to express not only sincere regret for my experience, but also took the time to briefly sketch how they would improve their notification process. No excuses, just contrition and "we'll do better going forward." I believe them. My kind of company...perhaps I can save that 6% after all. Thanks again Team Overture...the call was appreciated.

Just highly disappointed in the lack of feedback on a recent purchase. I consider myself a discerning and well researched consumer and enjoy partnering with retailers that place customer service high on their list of priorities. The Google reviews found here and, frankly, the bonus of tax-free shopping led me to Overture, despite having some excellent high-end audio stores in the metro D.C. area. I’m fortunate enough to have a $75K budget to equip listening and theater rooms for a home currently under construction, but nowhere to put the equipment in my two-bedroom apartment. But, I could take advantage of the Salamander Designs 15% off Winter Sale and did so by phoning in an order (you can’t place the order online) for an AV cabinet with Overture on February 22nd, the last day of the sale. When I placed the order, the salesperson told me that the supply chain was a little uncertain and I completely understood that, given the pandemic…and that was fine given that the home wouldn’t be ready until April. Fast-forward to March 11th when I followed up with the salesperson who told me they would “check” the status and get back with me in a few days (what about the Salamander customer service portal for vendors?), but no later than March 15th. On March 11th, while, fortunately, sitting in my fifth-floor apartment and not in my downtown office, I received a call from the freight company that they were outside with a delivery for me. A 270-pound curb delivery.

Contrast the customer service shortfalls above with an order I placed, same day, online, with a Virginia retailer. Realizing that I still needed a specialized Salamander AV cabinet to support a planned ultra-short throw projector purchase, and that I should maximize the savings opportunity, I looked to make another purchase, but Overture was already closed. So, I made the purchase that night online. The Virginia retailer made an unsolicited follow-up with me on March 6th and provided shipping status, to include a tracking number and shipping company. I was able to “phone a friend” and have furniture dollies available to get this cabinet in the apartment.

Perhaps my experience was an outlier. The last thing I wish to do here is disparage Overture or the salesperson. Given the many excellent reviews here, I’m sure Overture is a fine company, and my salesperson is a hi-fi savant, but my expectations for when I should expect to receive my order is a customer service fundamental, particularly for a freight purchase. The salesperson is only a day late, but I still haven't received that status phone call. Going forward, I’ll just...

My experience started with my reading an ad offering trade-in credit towards the purchase of audio equipment. I thought, what-the-heck, and submitted a list of my current equipment. Dave Mason was so quick to get back to me and make me an offer that I could not refuse, but most importantly, he treated me like a friend with absolutely no pushiness and with kind advice. It's kind of scary sending several thousand dollars far away without any assurances of it being a legitimate business, so I thoroughly checked Overture out. My search seemed almost unreal as every review and different area that I checked revealed a very reliable place to buy. I even checked out Google Maps to see if their building was really there. As you can see, I needed a lot of reassurance and was totally satisfied with what I found. I did notice from one reviewer that if you come in the door in person, you better be dressed right and look right to get the right attention. But that didn't matter for me as I could look like a slob and work with Overture on-line and on the phone. Dave walked me through the process of buying from them, gave me some advice regarding alternatives to what I was considering buying and why my choice was a good one. I bought a Marantz AV8805A Processor Preamp. It came double boxed, shipped by UPS, and arrived two days after I ordered it. Overture is absolutely incredible and Dave Mason made them so for me. I'll be back... and back... What a wonderful...