Are you having problems with Upscale Audio?

I live in California and have never done business with them. A few years ago I called them to discuss a DAC and the salesperson kept going on about how bad MQA was. I wasn't even asking about that! I decided they weren't the company for me. I've had bad customer service from MANY mainstream companies the last couple of years regarding products I was interested in and many times never even got calls or EMAIL's returned. That just shows me how bad their service would be after the sale and I never do business with them.  

They have always been helpful to me.  Info on tubes, streamer, DAC...

I have dealt with them repeatedly, and lately I consider them engaging in deceptive business practices. I purchased a VPI SPS table with ADS from them, then wanted to trade it in for a Rega Naia. Lots of advertisement for trade-ins on their website. They initially said that they do not take TTs in for trade, even purchased from them!!! Eventually, they took it for something $2,250.

The 10% discount for repeat customers is also a fantasy. They gave me some sob story on Rega not letting them do that [could be, who knows] and that they would give me a $1250 store credit. OK, why not, even if 10% would be rather $1700.

Now I am looking to upgrade a PS, and try to take advantage of the $1250 store credit. I was told that it was EITHER 1250 store credit OR $2K trade-in, which is not what their communication said. So that means that the trade in for a VPI SPS w/ADS is $550, given that 10% on a 17K Naia rig is about $1700. I am not amused.

I also tried to get a demo set up to hear whether there are differences in TT plinths, so a demo of same cart on different plinth. They flat out refused even with 2 month lead time. 

I think I had it with them. There are other vendors for Audio equipment. Maybe uncle Kevin is loosing his grip/touch on his minions.

I am glad I am not the only one. So agree, avoid upscale audio.

I've been dealing with Upscale for over 20years now. I started when Kevin ran the operation from his home.

I'm kind of surprised at some of the experiences listed here as this has never been my experience with everything from calling in for tube recommendations to recently calling them about speaker suggestions for an Italian integrated that I did not buy from them, but they represent.

We discussed options and set-up an appointment on a Saturday morning. Since I live in an adjacent state and was driving through the area to visit family, I was a little apprehensive about timing, I arrived when they opened and the demo was already set-up and was able to spend an hour and half listening to a couple of different manufactures. To me that's as good as it gets.

Been seeing both positive and negative experiences. My guess is the service varies depending on which salesperson you get.