Marshall Reviews 

I had excellent support that was swift and replacement sent immediately

I recently rated the service I received for the speaker Emberton II replacement with a 5, and I would like to share some additional feedback. The attention was very prompt, and there was always a genuine willingness to help with my issue. I was provided with comprehensive support from the very first moment I reached out until I received the replacement speaker to my full satisfaction.

I feel very pleased with the service I received, and I am confident that I will recommend Marshall on future occasions.

A very quick reply to my enquiry about replacing the valves on my amp - thanks, Samuel.

Marshall markets itself as a premium brand.
Unfortunately, neither the product nor the customer experience felt premium.

I received a Marshall speaker as a birthday gift. Unfortunately, it arrived completely dead and never turned on.

Instead of enjoying music on my birthday, we spent hours trying different USB-C cables, different chargers, and leaving it plugged in, hoping it would eventually come to life. After searching online, we discovered that this isn’t even an isolated incident. There are countless reports from other customers whose Marshall speakers arrived completely dead out of the box, so this is clearly a known and recurring issue.

What disappointed me even more was Marshall’s customer support.

Instead of simply replacing a product that arrived DOA, we spent nearly a week exchanging emails. They repeatedly asked for information they already had, and even required us to handwrite a note, place it next to the speaker, and take photos of both together as proof that we actually had the product.

Then, after all of that, they instructed us to print not one, but two different labels (including a separate lithium battery label) at our own expense, attach them exactly as instructed, and take the parcel to a DHL ServicePoint.

With most companies, you make two clicks, receive a QR code on your phone, show it at the post office, hand over the package, and the whole process takes about two minutes. Marshall somehow manages to turn a simple warranty replacement into a lengthy and frustrating process.

The final disappointment came after we shared our concerns about the entire experience. Marshall apologized, but instead of offering a better solution or addressing any of the issues we raised, the support case was simply closed. An apology is appreciated, but it doesn’t fix a broken product or a frustrating customer experience.

Products can be defective - that happens. What matters is how a company treats its customers when that happens. Unfortunately, this has been one of the worst customer service experiences I’ve ever had, and it’s completely changed the way I see the Marshall brand
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Update after Marshall’s reply to this comment:

You already have a case that contains all the same details described in this comment. If you’re unable to connect the two, that is an issue with your internal processes.

I’ve already spent far too much time communicating with your support and repeatedly providing information that you already have. I’m not willing to spend any more of my time on this. If you genuinely want to resolve the issue, you already have everything you need to find the relevant information yourselves.

I have recently bought Middleton 2. and honestly, it's way more than just what i expected. Amazing sound the look and feel is truly premium. I am very happy with my investment in buying Marshal product.

Outstanding example of a company that cares about and is responsive to its customers.

Easy return and fix without charge to the customer even though it was 6 months outside of warranty. Great to see Marshall stand over their great products.

Purchased a new jcm900 studio head from Sweetwater Music online. Quality, fit, and finish is excellent. Sounds incredible. Shipping was fast. Emailed Marshall amps about some concerns. They responded immediately. Very satisfied with my experience. Six out of five stars!!!!!

I he a faulty speaker than I couldn’t even use and after I found out how to contact Marshall their service was fabulous and am waiting for a replacement speaker.

Recently I have been in negotiations with Marshall Honda Leicester about buying a used zrv unfortunately we couldn’t get the deal over the line this was nothing to do with the service I received from Chris Ellis who was exemplary with his knowledge and customer service it was just a case I found an exact model with lower mileage from within the Honda main dealer community in short I would in the future when I’m looking to change my current vehicle will not hesitate to contact him and his dealership to see if they can supply me with a replacement vehicle I would also like to recommend him and their branch to any prospective customers looking for a quality used or new vehicle I cannot speak more highly of them and regret that they didn’t have the vehicle with the mileage of my requirements this is just sometimes how things pan out once again many thanks to him and his team at Marshall Honda Leicester

After ordering Kilburn III speaker the order was immediately cancelled and funds withheld for 3-5 business days. When I asked if the cancellation can be undone I was told no and that it generally is my problem. When I asked how to prevent it in the future I was told that they do not care and to talk to my bank. That means that the birthday gift for my partner will be late if it ever arrives and they are not willing to help.

Edit:
I was contacted by support regarding what steps I should take. I followed them and tried sending order unsuccessfully another 3 times. I replied to support twice to ask if there is anything else I should do to have my order approved but I was ignored both times. Definitely avoid this company if you want to order anything. It is not worth your time and nerves.

I won a Middleton II speaker at auction and discovered it had a dead battery out of the box. The auction did basic testing and listed it and listed it as an “new” device. After extensive troubleshooting I confirmed the battery had failed — though in the brief seconds it powered on, the sound quality was genuinely impressive. The auction cannot provide any warranty support or offer a replacement since they’re an auction house. I contacted Marshall directly hoping to purchase a replacement battery, something their own website describes as available for this model. The support team were consistently polite, but the email exchanges were frustrating — I provided everything requested, including proof of purchase and auction terms and conditions which clearly stated no warranty support, yet I never received a direct answer about battery availability or repair options which I am very willing to pay for. I made clear that I was not asking for a warranty claim from Marshall, nor any free replacement or service, I just wanted help on either buying a new battery directly or advice on where to find one. It wasn’t until I moved to live chat that I was finally told no replacement battery exists for purchase and no repair service is offered for this model which is currently being sold by Marshall and other retailers. The only resolution was a 20% discount voucher toward a new speaker, but why would I buy a new speaker knowing there is no support for it if it’s defective in some way? Marshall markets the Middleton II as having a replaceable battery, but no replacement can actually be sourced. Being transparent about my auction purchase from the start didn’t help — I was simply directed to spend more money. I understand not offering warranty support or replacement since I bought this at an auction, but it is disappointing to not even get basic support for their own product and discover their marketing claims of a replaceable battery and available repair services are inaccurate. I cannot recommend buying Marshall knowing this level of after-sales support exists for a product currently on sale.

"Mode EQ" are flimsy garbage that break almost certainly (with a defective contact and consequently no sound) after a couple of months and that for 70€. And dear "Trustpilots" dictators, please don´t suppress the truth.

I've had several brands of headphones and must honsetly say - Marshalls were the worst. I've had Minor 3 and I've got problems initially when I bought them. The real advantages are a design and quality of materials, but everything else is bad. Assembly quality, battery, software inside and application is some of the worst slops I've ever seen.
1. First of all - after like half a year of minor use the contacts between the buds and a case got so worse, that they werent charging sometimes or one bud had 100% and the other was on 10%, wiping contacts with alcohold brought little to nothing.
2. It was very often that headphones just stopped connecting to my Iphone after a week or two regularly. and to connect them back was not an easy task, must wait up to 3-5 minutes by resetting them multiple times. Connecting them to laptop was even harder task, if you succeed - laptop sees them anything but audio device even with all the actual drivers installed.
3. The official Marshall Bluetooth app is plain terrible. Even if you succeeded to connect your headphones to your phone, application does not sees them and has problems to pair. If you succeeded - any settings you would save wil default back the first you hid the buds in the case. I personally hate haptic touch in any buds, especially in Marshals, as its unintuitive and sometimes wont register your touch OR will work on your hair, stopping the sounds itself. Also, when I want to take one bud of, but leave one in - music stops playing in both, and must always manually continue. The application battery indicator is just for decoration, the numbers on the screen have nothing to do with the actual state of battery.
4. The metalic piece at the base of the buds just fell out after like a year, again, mild use - I had to glue it back myself.
5. After 1.5 years - the little mesh between the speaker and a ear also fell off, its hard to clean too. Glue is weak and expirated at that point.
This is considering I am very experienced user with both hardware and a software and I don't live with the music, so sometimes I tooks weeks of not using the buds. I also wrote this message previously to the marshal feedback form.
I've also bought Marshal Monitor 3 after about half a year owning Minor 3, thinking my first purchase was just a fluke. Again, design and materials are premium, assembly is better, though cant use for longer than 2 hours when they were new, and now also maximum 3-4 hours at a time, otherwise it presses too hard against the head, even thought the size is regulated. Software - same problems, little customization. Hard to connect to different devices, the ability to connect through a cable saves.

I bought a Marshall Major V headphone, and just before the warranty expired, the power button developed an issue. I contacted the Marshall support team, and they responded almost immediately. They replaced my headphones with a brand-new unit without any hassle.

I’m really impressed with this level of customer service. Thank you, Marshall, for your quick response and excellent warranty support. It’s rare to experience such professional and customer-friendly service. Highly appreciated! 👏🎧

NEEDED A SCHEMATIC AS BIUGHT A DSL1HR HEAD

I had a mixed experience with Marshall customer support.

My issue was very minor — a small external plastic cover on my earphones had come loose, while the product itself was still fully functional. However, I was initially told that no spare parts were available, and without a receipt or serial number (which is only printed on the original packaging), nothing could be done. This led to quite a bit of back-and-forth, which felt disproportionate given the simplicity of the problem.

I find it disappointing that such a small issue cannot be handled more efficiently, especially as it reflects on the overall product quality and after-sales support.

That said, after escalation, the case was finally handled properly and Marshall provided a full replacement free of charge. I do appreciate that they ultimately took responsibility and resolved the situation.

In summary: good final outcome, but the process to get there could definitely be improved.