Master & Dynamic レビュー 47

I am addressing this directly to you " Head of Customer Services "

Here again to try and prompt some engagement from M&D
The extremely long & frustrating journey with Master & Dynamic customer support continues. Other review details the issue, I have had no contact from them for 2 1/2 months. I cant tell you why, I can tell you why I think. I have directly asked a number of times for a refund. The request as been ignored. I have given M&D ample opportunity to resolve the issues with replacement devices. 3 pairs of earbuds have failed now. I am unwilling to accept another pair, a gift card or any other M&D product. They have absolutely refused to directly respond to my question as to why they will not refund. They have actually referenced it once at some point in Sept 2025, with the response ' a refund is not an option "
I can only say I would not buy anything again from this company.
Such a shame because the sound quality was good, design is good, but I feel like they have outsourced assembly and QC is not good. The sheer level of aggravation I have had to put up with isn't worth any positives.
Is this kind of customer experience and the resulting review worth it you M&D ? Part of your business plan ?

I purchased a pair of M 75 headphones in 2023. The warranty has expired, and I had a significant problem charging the headphones. I am now informed that they do not do any service on headphones which are not under warranty. I was directed to use an outside shop in the event. I need a battery replacement. Why don’t they do their own repairs in house and let the customer pay if there is no longer a warranty. Their response to my communications is poor at best. I would avoid this company like the plague.

I'm sad. I love how M&D over-ears look, feel and sound:
I have actually bought 3 pairs of over-ears (2 for presents) and one pair of Earbuds. But sadly in my experience over a few years, there's always something that wears. Great design, mid-high-end pricing, disappointing tech.

The Wired MH40's (about £200!) sound really great, quite soft but pleasantly warm (and they also definitely go down to 18hz!) but after the pads wore down within the year, I found out the expensive way that M&D had obsoleted their pads by reversing the polarity of the magnets in the pads. That's kinda unethical and very Apple.

I decided to give them another chance and bought MW07 (?) Earbuds for commuting but the battery life is actually around 40mins on a full charge before the 'disappointed whale sound' batter charge notification interrupts your flow.

Sound-wise even with .wav files the low end is great, tight and punchy but the high end (6k upwards) is really brittle/spiky in comparison to everything else I have in the studio (there's no app or EQ for the MW07s).

I bought the sport ear buds. Dead on arrival. Master and Dynamic refused to honor the warranty because they say I bought them through a non authorized dealer. One of the top UK fashion and technology websites. Terrible customer service takes DAYS OR WEEKS TO RESPOND. Do not buy these cheap made in China products masquerading as a quality technology company. AVOID AT ALL COST.

End of July 25 i purchased my husband
Earbuds and headphones by master & dynamic a gift for Xmas,purchased through Mr.Porter
The very popular upscale platform.
The reviews of the design and technology were
Great.
My husband opened the gift on Xmas realizing the earbuds are not working.
Since the return time has past we asked dynamic design to help with repair/replace,
After many emails back and forth with
Costumer support- Nicole
Asking for all the details and information,
Making sure it’s under warranty,
I was shocked to read that since we
Purchased it with a discount, we probably would
Expect defective product,
Seriously?!
Is this a serious customer service answer?!
So it’s not legitimate to get a discount?!
Dude- we we’re getting a defective product
To begin with.
We were insulated by hinting that discount
Is an option for defective products?!
Costumer services is not really available
For this company products!

3 headphones 3 problems 0 resolutions!
sound is great but the headphones leather falls apart every time
2X MH40 headphones with the leather on the headband and cups falling apart after a year
bought my son MW07 headphones since the price was right DOA and 0 response from support
no support number to all only web form with generic not our problem responses

sound is good but if i didnt get them on sale, wouldnt have bought them
never getting their headphones again!
had to figure out a matching after market cups and fix the headband myself (amazon earcups last longer than their "premium" 70 dollar ear cups smh

Worst customer service ever, they are a bunch of clowns over there. I would never recommend any of their products period!

I have not received any tracking information for my order or any response despite sending countless emails and submitting requests on their website.

Do not purchase headphones from Master and Dynamic. I’ve purchased multiple pairs of their headphones over the years and the products are nice but as other reviewers have mentioned their support is non-existent if you have an issue. They don’t even respond to basic emails. Even after admitting that my issue is covered by their warranty they will not provide instructions on how to initiate a warranty exchange.

MW65 headphones, sound and quality great, but I have an issue with the "power on" button in warranty and nobody reply me when I asked how to proceed (I am based in Spain).
I contacted the support team on 16th of September, on 18th of September I sent the proof of purchase and serial number as requested. Since then nobody say nothing and nobody reply my emails, although I have contacted again on 22th (support and info emails) again. It seems that nobody wants to repair my headphones. A complete disaster. This is not a service for a supposed "high end" brand.
UPDATE: Finally, Master & Dynamic has replaced my headphones. This is the service expected from a high end brand. Thanks a lot for the support
NEW UPDATE: The battery of the replacement unit last 50 minutes after a full charge. Really??? Two months later we are in the same position.

Customer service are dedicated to dragging out any issue as long as humanly possible. I say human, but there is doubt a human has even engaged with any of my emails. There is a distinct feel of “bot” to all of this, either that or an underpaid remote worker selecting generic responses. Specific problems have not been addressed at all, why ? Because they haven’t bloody read them.
Bloody awful. Not another penny of my money is going their way.

MW09. In warranty. Cannot be used for calls because the mic quality is so bad. One of the buds has separated from the case. Glue failed.
Customer service solution ? Drain the battery, charge from empty and reset. That advice has been sent 4 times. This was first raised in dec 2024.

Now unless glue functions in a completely different way to how I understand it , and electricity has the ability to fix a mechanical fault, I’d say I was being strung along by disinterested support worker.

EDIT: I have updated my review to reflect Master & Dynamic's support being able to resolve my issue.

The original issue has been documented here:
I had the exact same experience as Zachary in the comments below. A 5-star experience for the first 2 years of ownership of my MW-65 headphones. In that time I had to purchase a set of replacement ear pads, due to glue failing, but that was not a peoblem since they were available and in stock.

Of course the glue failed again, and now the ear pads have been listed on their site but out of stock for almost a year. I have contacted support 3 times since then for updates/replacement parts. The first time they just told me to subscribe to their newsletter, and that they would be in stock soon. 3 Months later, I reached out again, and this time they told me they actually spoke with company management, and that tooling was being ordered to re-start assembly, and that they should be back in stock within a month or so! This never happened, and 3 months later they are STILL not in stock, and my 3rd and final support ticket went unanswered for a week and then ended with them telling me to sign up for their newsletter again!

In response to this review, the issue was ultimately resolved.

I was an avid M&D supporter. I had an M&D MW07 Plus, which served me well (best headphone I ever owned)

Since then, I bought a MW75 and a MW09. Both failed during warrenty. At this price point, I expected better.

Purchased MW75 headphones, warranty is nearly over (had them less than a year) however have been experiencing audio/bluetooth issues and the the leather coming away from the headband where it's glued in. As of the last couple of days, the headphones have begun automatically rebooting. Support through M&D's website has been a bit slow and a mixed experience so far, but have just received assurances that a replacement is in order. Given what I've read others say, I am concerned how things will conclude but time will tell. For a premium item and luxury brand, people expect a lot, both in terms of product and in terms of support. i well update this review accordingly as my experience progresses.

12th July update. On 12th June was informed that M&D received my return of the daily earphones, I was told that a replacement was submitted and to "allow 14-21 business days before expected delivery" to London. One month later the FedEx tracking site still indicates the status of "Label Created" with a date of 18/06/2025 and the current location of New York. I am still waiting and increasingly annoyed. I contacted support about this and received the following response from Nicole: "I've followed up with the team that handles these shipments. Once we hear back from them, we will reach back out with an update as this should have shipped out. I apologize for the delay!"

Suffice to say, I have not heard back from Nicole yet and am also yet to receive a response about my query about the colour of replacement I will receive.

Extremely Disappointed – Misleading and Poor Customer Service

I’m very disappointed with my experience. The company clearly advertised that all duties and taxes were included in the purchase price. However, after placing an expensive order, my item is now stuck with DHL because they’re demanding an additional duty fee. I reached out to customer service, but the response has been painfully slow and unhelpful.

This is not what I expected for such a high-end product. The service has been poor, communication is lacking, and I’m left dealing with unexpected extra costs. I won’t be ordering again and definitely don’t recommend it to others.

Great products. They did take care of an issue I had. Replaced defective headphones.

5 star rating for the first 2 years of owning the product. I fell in love with everything about the MD65s. They looked sexy and they sounded even better. Fast forward to present day. The glue on the earpads failed almost completely. I went to buy a replacement pair and the website conveniently sold out and told me they had no idea when they would be getting more in. Turns out they never got more in. And after a few months of using them without the earpads they stopped working all together. I reached out to the company again and they told me, and obviously I'm paraphrasing, go feck yourself. Now I'm left with a $500 paperweight. The amount of money you spend does not reflect on the longevity of their product. I was hoping to have these for at least a decade. Now knowing all this I'd rather give my money to Skullcandy knowing I have to get new headphones in 2-3 years.

Sent a repair for replacement in November, they still haven't shipped it and keep saying it will ship, and even gave a tracking number a few weeks ago which still simply says 'Label credted' - why don't they just send it then? Now they've even stopped responding, and have basically decided to keep my earphones so I had to buy another pair!

I don't want to sound like money doesn't matter...but these are not the most expensive headphones I own. They are the only ones that had faulty wiring in one ear cup right out of the box. I should have returned them to Amazon, but I decided to go down the warranty path. What a ridiculously bad experience. After telling them all of the troubleshooting I had done...they made me do it again. Fine. Once I did all of that and responded on the same day, they said we will have to get back to me. And then they just disappeared. This is an "imposter" high end company. All marketing. I see concerns about quality and service ALL OVER the internet. Wish I had seen it sooner. I will probably end up having to trash these headphones. Just DO NOT take a chance. M&D is a garbage company.

DO NOT BUY DIRECTLY FROM THEM. I returned an order, UNOPENED, >3 weeks ago and have not received a refund. They acknowledged over email that they received my return July 25 and to wait 10 business days for the refund. 17 business days later and they are ignoring my emails after telling me multiple times they would contact their warehouse.

On top of that, their products are outdated and using hardware and software from 3-4 years ago. I read some reviews online and decided to go with over ears from Bowers & Wilkins and in ears from Technics. I did not even open the package from them, so I sent their crap back completely new, unused, and unopened. The FedEx tracking even shows a picture of where they dropped the return off.

STAY FAR AWAY.