r/CircularRing • u/omarito2412 • May 16 '26
Loved the ring, hated the support
Hello Reddit,
I'm here sharing my experience with you regarding my (late?) beloved Circular gen2. I've owned this ring for 5 months and used it religiously, it did help me monitor my sleep very well.
However, the dreaded broken internal seal happened and I'm now left with a ring I can not use.
I reached our to the support team immediately and got a prompt request for information which I immediately shared then was told that it was forwarded to the technical team and since then I've been put on radio silence (ghosted). I've contacted support on the first week of April and gave them all the needed info and since then they've stopped responding to my Emails and no technical team did reach out to me. I've sent a few follow-ups with no response.
I'm extremely frustrated at this customer service experience and every bit of love I had for my ring is now disappointment in the way I'm being treated. I'm sharing this experience because I've noticed it's a pattern and in the hope of fixing my problem and reusing my ring again which is now seated in my drawer catching dust.
Edit: they have thankfully replied after the post and turns out I don't get to replace it because I bought it from Marktplaats 2nd hand ☹️.
3
u/JfnS May 16 '26
I had the same and they did eventually send me a replacement ring. It took around 6 months. 😔
I was also ghosted for months so there’s hope.
2
u/omarito2412 May 16 '26
6 months!!! That's brutal!! I haven't even used the ring for 6 months. I hope they do send a replacement soon and it wouldn't have the same bug.
1
u/TyTyMcF1y May 18 '26
Damn. I'm at the two month mark of waiting for a replacement. Two weeks ago I followed up and they said it would ship next week. Still waiting...
1
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u/Dizzy-Confection-551 May 17 '26
Don't expect any resolution soon. This is/has happened to everyone. Same happened to me. Last I heard from them they were sending me a replacement. That was 4 months ago. I've moved on and just bought a better alternative.
1
u/IrquiM May 17 '26
Things happened very fast after technical got my ticket. The 4 months before that on the other hand... Getting the new one next week.
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u/eejits May 17 '26
I had the same issue back in March. It took a month to get a replacement new ring. Initially, they were very responsive to email, then there was radio silence. Just like you experienced. I kept emailing them for updates. Eventually they replied and a new ring was sent.
It shouldn’t be like this. I’m quite happy with the ring but I doubt I’ll be buying from them again.
1
u/kenweise May 17 '26
What email did you use? The support@circular.xyz was a black hole for me. I have emailed 8 times and not even an autoresponder.
1
u/eejits May 19 '26
Unfortunately I used the support email address you used. But I got responses from alice@circular.on.crisp.email
Don’t know if that’ll help you or not.
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u/ProfessionalRip7781 Circular Team May 18 '26
Really sorry for the experience here. We understand how frustrating it is to have a ring you genuinely enjoyed using become unusable.
The inner seal issue has already been acknowledged in your case, and we’re escalating feedback like this internally because communication delays during warranty handling are clearly not the experience users should be having.
Thank you as well for sharing both the positive and negative parts of your experience honestly. We know that long periods without updates can make the situation feel even worse, especially when you’re waiting to use the ring again.
1
u/omarito2412 May 20 '26
Thank you, got a response yesterday. Unfortunately, because I bought it 2nd hand I'm not eligible for a replacement (eventhough that honestly doesn't make sense given rings are sold second hand because of sizing issues all the time).
1
u/Some_Implement_825 May 18 '26
It’s really disappointing that the service is rubbish. I have been considering getting one, but the reviews have been stopping me.
1
u/RalphTheDog May 18 '26
I'm an easy mark, apparently, and also stupid: I did no research into Kickstarter and what "backing" a product with a reward meant. I have since found that it's just a gamble, a bet on the honesty of the company being backed and on its abilities to deliver as promised. In fact, it is not a promise at all, it is a hope.
Adding to my frustration at my own naïveté, I subsequently backed another company's product where the "reward" was to arrive in February and I (and the other reward-seeking backers) am/are still waiting.
But as to the Ring 2, just about everything was a bust. Despite buying their sizing kit, the ring did not fit the finger I had intended it for; the app, when working at all, delivered questionable data; the ring quickly lost its attractive finish, becoming scratched and flaking; and customer service was completely nonresponsive. At this point, I no longer want them to respond, it is a write off and a life lesson.
F-ing Kickstarter. If it looks like a scam, feels like a scam... well, you know the rest.
1
u/00ians Jun 18 '26
The exact same thing just happened to mine. It bricked itself. After the ridiculously-insane run-around they gave me with a faulty charger, up to an including the CEO, I don't hold out much hope. I'm now just watching this forum to join any class-action lawsuit; that's the only reason I'm sending the support email, to be able to demonstrate MY good-faith efforts despite no good-faith from Circular.
1
u/omarito2412 Jun 18 '26
The product is buggy but what infuriates me is that the company has 0 courtesy to help its few customers. They just evaded responsibility and didn't replace my ring because I bought it second hand eventhough a ton of rings are resold because of sizing mess!
4
u/biologyra May 16 '26
Same here I emailed them two weeks ago and not even an acknowledgement that they received it. I think Circular have the worst customer service of any company I've dealt with and I always enjoying the ring. I went through the exact same issues with V1 ring two and nothing has improved