Reviews point to two main trends: many customers describe service and returns issues that never get resolved, and recurring app or firmware failures that break presets, Bluetooth, and updates. Some reviewers still praise the sound and mention good support interactions. Overall, feedback splits sharply between very satisfied users and severe product or support breakdowns.
Examples from available reviews (Nov 2021 – Feb 2026).
Returned item arrived but Positive Grid didn't process refund or respond.
“I have a tracking number that says it arrived at their returns depot 11 days ago.”
Presets often fail to load due to server errors, making it unusable.
“Presets often not loading (server error)”
Bias FX suffers technical failures, data loss, and poor optimization.
“which wiped out every single tone and preset across hundreds of projects.”
Fast, helpful customer service and satisfying product features made me a fan.
“Fantastic customer service and response..”
Several reviews describe returns that were never processed, incorrect items shipped, and customers being asked to pay for replacements or return shipping. Some say support stopped replying or added extra charges to fix the company’s mistakes. Service problems make up most of the negative feedback.
Some reviewers say they had to buy tone packs again or pay upgrade fees after an initial purchase. A few also mention charges for returns or replacements. This comes up less often than service and usability problems, but it appears across several complaints.
Users report ongoing app issues, including presets that won’t load, upgrade popups, login problems after changing phones, and unstable Bluetooth. Several usability failures tie back to firmware or app interactions with the hardware. These problems often block normal use of paid features.
Some customers praise the amps and software for strong sound and easy connectivity. Others report audio dropouts, muddy distortion, and updates that erased presets and settings. The comments split between smooth performance and major functional failures.
Many complaints focus on automated replies and slow or missing human help. A smaller group describes quick, helpful responses that solved their problems. Communication gaps often show up alongside unresolved returns and technical issues.
Reviews are clearly polarized: several five-star accounts of satisfying products and service sit against many one-star reports of unresolved technical and support problems. The main negatives center on service and unreliable software that blocks use or refunds. Positive experiences are steady but fewer than the critical ones.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (29) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Presets often fail to load due to server errors, making it unusable.
“Presets often not loading (server error)”
Spark 40 developed intermittent sound cutouts and company ignored support requests.
“the sound began cutting out”
Received wrong model, live support unhelpful and asked extra charges for correction.
“I ordered a Spark2 amp and received the 5 year old Spark40 model.”
Returned item arrived but Positive Grid didn't process refund or respond.
“I have a tracking number that says it arrived at their returns depot 11 days ago.”
Solid product; initial AI support but eventual human assistance resolved issues.
“Rock solid stuff.”
Amp's distortion is bass-heavy and muddied; clean tones lack sparkle.
“The distortion is too bass-heavy and muddy”
Equipment is easy to connect and delivers fantastic sound.
“Great equipment easy to connect fantastic sound beautifully put together and very”
Multiple products fail (connection, battery) and company refuses support unless bought direct.
“their customer service and support is virtually nonexistent.”
Forced to repurchase packs and pay upgrade fee shortly after initial purchase.
“the JH pack need buying again, cant use what you've already bought!”
App shows persistent upgrade popup and support did nothing.
“popup keeps telling me I am able to get an upgrade”
Spark 2 failed; company charged £100 because purchase wasn't authorized.
“want to charge me £100 for a replacement unit”
Purchased Hendrix pack now fails to load in the app.
“Now it won't load anymore.”
Spark 40 hardware is good but plagued by glitchy software and Bluetooth.
“let down by seriously glitchy software/firmware”
Fast, helpful customer service and satisfying product features made me a fan.
“Fantastic customer service and response..”
Customer requests repair or replacement for broken charging port via support ticket.
“I submitted a support ticket (Ticket #547757)”
Bias FX suffers technical failures, data loss, and poor optimization.
“which wiped out every single tone and preset across hundreds of projects.”
Received automated replies and slow support, product quality felt poor.
“Still no human reaction but thankyou for your auto generated reply.”
Spark Neo failed to update; registration and support impossible for refund.
“I’m now left with a spark neo that simply does not work.”
Spark 2 praised as versatile, with effective customer service resolution.
“The Spark 2 is a game changer”
Reviewer returned item and calls the software underdeveloped and unsupported.
“Your software isn't developed enough.”
Shipping mishandled and slow customer service made the purchase frustrating.
“If you expect customer service this is not the company to do business with.”
Received a broken unit and company is charging to return it.
“Sent me a broken unit and are trying to get me to pay to refund.”
Spark Live has Bluetooth, app, and preset reliability failures with no support.
“The app disappears Bluetooth disappears”
Faulty Spark Mini and company stopped responding, preventing refund or return.
“RETURNS POLICY IS SHOCKING”
Order arrived missing the bag and box tape looked poorly sealed.
“Today the package arrived without the bag!”
Preorder customer denied shipping refund and charged return shipping after cancellation.
“I cancelled both orders and am now being charged for return shipping.”
App stopped working after phone change and support isn't responding.
“app is logged in but keeps asking me to log in.”
Device stopped working on new phone, Bluetooth failed and company unhelpful.
“Bluetooth won’t work so I can’t even play music through it.”
BIAS FX2 update wiped settings and support couldn't resolve the issue.
“the update completely wiped out my existing version and all the settings”
I ordered an amp and I got it in 10 days and I am very impressed with all the things you can do with this amp! The ease with which you can dial in a usable sound is excellent. It is a great practice amp that provides lots of learning opportunities for novice players. The preset pedals are good and there are tons to choose from. I love all the tones u can download for this thing. Couldn't have made a better purchase. I'm planning on buying another as a gift. The only complaint is that the customer care from Positive Grid is nonexistent. Would have been 5 stars if it wasn’t for the customer care not responding to emails asap. Otherwise, good product!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Positive Grid makes guitar hardware and tone-shaping software for guitarists. Its lineup includes Spark series modeling amps and BIAS software for amp and effect modeling. The company also offers mobile and desktop apps for tone libraries, presets, and software updates. Musicians use these tools to mimic classic amps, build custom tones, and bring amp modeling into live and recording setups.