Hi-Fi Heaven — Attraction in Green Bay

Have traded in some gear and made some pretty substantial purchases with Hifi Heaven over the last 2 years. Summit fi Headphones (Hifiman SUSVARA) and high end speakers. They are attentive to emails and answer all questions prior to purchase/trade. And are very accommodating to requests. Some of easiest trade ins I've done ever. My biggest purchase with them was my Klipschorn 70th Anniversary Edition Speakers in late spring last year and I set them up after I moved. I had an issue with setting them up... and Randy one of their reps was extremely helpful and following up with Kilpsch as well as myself multiple times over the phome and we got the issue sorted out within a few days. Once they were all setup the horn tweeter on one of the speakers (Left Channel) was totally dead and deemed defective after all kinds of tests verifying all was properly connected. Last test necistated plugging in wires and their leads meant for the midrange horn to the tweeter to rule out the wire or tweeter horn. It was the tweeter horn that was no good. Hifi Heaven professionally relayed and provided Klipsch with all the status updates and worked to get it fixed quickly. They got me a replacement tweeter from Klipsch and a set of new wires for the horn connections which Klipsch did not stock separate of the ones used for speaker production. Installed and problem solved right away with the replacement tweeter (PIA to install however as its buried in the cabinet) and the stereo pair of Khorns sounded absolutely amazing. Excellent service from HH. My only complaint is the replacement horn wires were not sleeved nicely like the original 70th edition horn cables that came with the speaker and the replacement horn itself was a 6yr old, unused new old stock from Klipsch of the same part # (77-D) and not a new built matching 70th edition branded one. But it is the same part and it sounds exactly like the right channel's 70th edition tweeter... and luckily those aesthetic only differences of the non color sleeved wire and plain metal tweeter backplate are all hidden inside the left cabinet. Shame for a speaker of this cost. But that's a Kilpsch issue, I think they should have gone the extra mile to take care of me 110% correctly. They didn't as shortly after this they announced a new Khorn model with all new better horns used. But at least I got the new style sealed bass cabinet which the newest model got from the "special" 70th edition which had it first. Needless to say my next speaker purchase for a secondary setup in another room I went with a different brand after initially wanting a different Klipsch model but the messy Khorn purchase made me want to go with another speaker brand... also purchased new through HH. There was a mistake with my contact information phone # and the shipper couldnt contact me but HH support reached out and I received my Tannoy XT8Fs shortly after contacing the shipper myself. Tannoys arrived with no issues or defects. They sound fantastic for what I need. But Khorn is on a completely different level. Now the only thing is once your purchase is complete with HH and all is well if you reach out later on with an inquiry or follow up they don't respond to you anymore. At least not like they do for prepurchase/delivery or product warranty. All in all very good HiFi dealer and it is certaintly nice dealing with an actual shop instead of a...

I contacted Hi-Fi Heaven to purchase an open box amp listed on their website. I spoke to salesperson "Greg" who was happy to confirm how I could purchase the item through Zelle for a discount, but he never thought it relevant to tell me they didn't actually have the open box item in stock.

After I paid online, he indicated the payment was received and that he'd be sending me a tracking #. When the tracking # never arrived days later, I called the store and spoke to a different salesperson who was surprised to hear the order was even taken in the first place, as they said they didn't actually have the open box amp they just sold me. I was told several more "open box" amps would be shipped soon by the manufacturer if I wanted to wait. All the while, the same "open box" amp was still listed for sale on their website.

There are a couple things which are fishy in Hi-Fi Heaven! For one, "open box" typically means it's a customer's return of a new product, not a used item coming from the manufacture with an unknown history. Second, it's just not good business to take a customer's money while knowing full well they don't actually have the item they are selling. Reputable companies don't string customers along like this. They tell you if they have the item ,and if not what the expect timing will be for restock.

I should've noticed they don't actually indicate whether anything they list for sale on their website is in stock or not. They will happily take your money either way and apparently it's common practice for these guys to sell you items they don't actually have - based on feedback on various review sites.

The one thing I will give them credit for, which is why this isn't a 1 star review, is that when I asked them for my money back they did refund me without...

I’ve been shopping Hi-Fi Heaven since 1999, and over those years I’ve dealt with all staff, including the owner, Jim, and everyone else: Ryan, Randy, Gregg, Paul and Pat, plus a few others. I’ve always been treated fairly, patiently and courteously and have found staff to be up-to-date with the latest a/v gear, home theater set-up and legacy audio. You can’t get that, especially good trade-in values, from Best Buy; Crutchfield; Audio Emporium; Audio Advisor; or any on-line audio/video stores. That well justifies their prices, making them the place to shop for a/v new/used equipment.

See the April 2017 issue, p. 30, of Sound & Vision, for why it’s important to shop this kind of dealer, if quality a/v gear is what you’re after. In case you don’t have that copy handy, here’s the gist: If it’s service AFTER the sale you want, if it’s helpful staff you’re after and if you’re looking for pricing flexibility AND trade-in allowance, stick with a local, reputable and honest local dealer because you won’t get on that on-line or from any...