Bang & Olufsen — Local services in New York

I see a lot of mixed reviews. This should help explain why. Just to clarify, this is a review of the B&O location on Madison Avenue and not of B&O products. I have been to the store on multiple occasions and have also experienced the store’s service over the phone. I took off a star because I didn’t like the service of one of the employees I’ve encountered. I was supposed to post a 1 star review initially because of this. But today’s service of another employee made up for it.

Day 1: I went there and bought the E8 earphones and was assisted by someone named Moe. Service wasn’t anything above average. He didn’t really provide product information.

Day 2: I decided to come back and get the H9 noise cancelling headphones as well. This time I was assisted by a guy named Alex. Service was good. He was very patient in helping me choose between models and helped me decide by providing a lot of product information.

Day 3: I called their store to inquire about something. No one picked up. A couple of minutes later, I got a call from an unfamiliar number. It was Alex from the B&O store calling me back! He said he saw a missed call from this number and wanted to know what I needed help with! Now, that’s impressive. I shop a lot and hardly get call backs unless requested. That’s an additional star to Alex.

Day 4: The E8s I just bought weren’t turning on so I went back to the store. I was helped by Moe. Well actually he didn’t really help. When I got there, I explained that it wasn’t turning on. He fiddled with it along with the charging case and told me that the battery was dead. I told him it can’t be dead because I’ve charged it overnight. I asked him if he could charge it at the store for even just 10 minutes to check if that really was the problem. I didn’t want to have to go home and come back again if it isn’t. So I asked again. But he didn’t want to do that and insisted that it just needed to be charged and to come back if that’s not it. So I left.

Day 5: My E8s still won’t turn on. I knew it! It wasn’t a charging issue. I went back to the store. There were two employees there; Moe and Alex. I decided to go to Alex this time. I simply told him that I charged it and it won’t turn on. He fiddled with it, charged it right then and there, said it wasn’t working and then gave me a new one. Easy peasy. Now that’s the service I expect from a store of this caliber.

I actually thought that since the box had been opened that they were going to send it out for repair since it was under warranty. To my delight, I got a new one. Thanks Alex. Had I gone to Moe he probably would’ve sent it out for repair. This would’ve been a 5 star review if not for him. You get good apples and bad apples. If you’re looking to make a purchase and want top notch service, look for Alex. I hope this helps as good reference for...

Worst shopping experience ever! They don’t know how to behave as a sales representative, very rude, and knows nothing about their product. Avoid this store if you can. Buy the product online or go to the SOHO store.

I bought an H7 from apple store and it won’t pair with my iPhone, I brought the headphones there and they don’t even want to take a look, simply said “contact customer service”, i said “could you please take a look cause maybe you know the product better”, the guy said “I said, please contact customer service”. I was angry at this point and said “So, I, as a customer, bought your product, encountered some issue with your product, and I walked in asking for help because I was expecting great customer service for a pair of “luxury” headphones which I spent couple hundred dollars.” And that guy said “We do sales here and we don’t do repair, can you please call customer service “.

And I left, with smile.

I mean why would you spend even one more second with some arrogant sales, who obviously won’t help you.

And please avoid this store by all means.

I did contact customer service, the customer service team is super polite, professional and responsive. I got the headphones exchanged, with no extra cost.

Somewhat feel shameful for the sales person. Why would you work here? Because you hate this brand? Or is it a revenge program you carried...

Even though I didn’t come in to make a major purchase, I was treated with genuine care and kindness — and that says everything about the level of service at this Bang & Olufsen store.

I simply needed a packaging box for my A9 speaker to prepare for a move, but Michael, Sarai, and Thomas went above and beyond to create one of the most memorable retail experiences I’ve ever had. Their expertise, warmth, and professionalism were truly exceptional. I’ve been a loyal B&O customer for nearly a decade, visiting seven different stores, and I can say with full confidence: THIS IS THE BEST ONE.

Not once did I feel pressured. In fact, they invited me to demo one of their most premium speakers, just so I could enjoy it. I ended up staying for over an hour, genuinely enjoying the space, the sound, and the conversation. It was such a rare moment of warmth and generosity that it made my entire day.

They also mentioned that the store hosts unique events for customers—and based on this visit alone, I would absolutely attend some of them. It’s rare to find a place where the product and the people are equally outstanding.

If you’re considering any Bang & Olufsen product (or even just curious) this is the store to visit. I wouldn’t go anywhere else. Thank you again to the amazing team for making my day. You’ve set a new gold standard for customer...