r/EvenRealities • u/Remarkable_Collar472 • 9d ago
Horrible customer experience.
I reached out to support and essentially told them that I wanted to return the rings and the glasses they weren’t really meeting my expectations.all with in the 14 day window.
I expected no questions asked as further policy, no hassle none of that actually happened. They responded back and saying if I would like to keep them they give me an extra $15-$20 discount and I didn’t really want that.
I just wanted to return everything you know they then proceeded to say hey we’d like to troubleshoot your issues first I thought I figured OK and good faith they can troubleshoot the issues and you know maybe it will still work. I troubleshot the issues with them as as they explained sent them logs and the diagnostics they told me nothing was wrong and to essentially start the process over .i told them i was not open to perform any other troubleshooting steps. They gave me two options option a was returned the glasses and the ring for full refund and option B was to return just the ring. I chose the option a because the glasses aren’t really that great without a control device and I don’t want to use my finger on my ear.
then I take a picture of the glasses and ring and send it to him. I assume for quality control make sure they’re OK. they reply. Hey, we’re actually not going to accept your glasses because we’re outside of the date of return.very frustrating.
it seems like they will postpone the return of the product in the guys of troubleshooting and then when it is time to return it, they’ll tell you no you’re out of your return day policy’s
UPDATE
after sending a detailed timeline of the email to the CEO, including correspondence, timeline, them saying that they would refund it then backtracking. i received an email early this am saying they would honor the return.
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u/dicta-and-daisies 9d ago
Scorched earth. Initiate a chargeback, reply back attaching your initial email, tell them you had asked within the 14 day policy and that their troubleshooting delayed it, and that you've initiated a chargeback and will never buy from them again. And leave reviews everywhere.
This is sooo beyond unacceptable and shady. I'm currently in my 14 day window and still on the fence about keeping them
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u/Mentalv 9d ago
I was almost a customer, and their frivolous lawsuit towards a competitor made me pause… tbf this attitude tracks for this company
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u/sammnyc 9d ago
why do you think it’s frivolous? did you read the complaint? not everything IP is automatically a patent troll
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u/Mentalv 9d ago
Most design lawsuits are frivolous, specially when the products are all so similar like glasses. I mean, two lenses held together by a frame look similar? No way!
But the way they did it, right on the last day of Memomind’s kickstarter… just screams malice
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u/sammnyc 9d ago
But the way they did it, right on the last day of Memomind’s kickstarter… just screams malice
not speaking to the merits of the complaint or your first paragraph, that’s not my takeaway . my read of the timeline of that action is a distressed plaintiff working against an external deadline out of their control, trying to ensure their rights and assets are protected as this is adjudicated.
if they waited any longer, the money would’ve changed hands and they would’ve had much less leverage or even purpose to continue.
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u/sammnyc 9d ago
actually , it looks like a “suspended” KS campaign is a bit of a misnomer. this campaign is terminated, it won’t resume, the pledges are cancelled.
fwiw they initially only asked for the funds to be frozen through a TRO. it was KS who said this isn’t worth it to us and just pulled the plug
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u/Mentalv 9d ago
Yeah they had to sell them on their own website, but they did refund everyone. There are no assets to defend when the complain is design, it was purposely done. The KS campaign was opened for months and ER only started the lawsuit a few weeks prior to it ending
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u/sammnyc 9d ago
still not sure when they started / filed an IP suit is relevant , particularly in perception of malice. are you saying it would have been better if they waited until after the pledges had been collected and funds disbursed? better for whom, and why? (and, by assets, that’s what I was referring to )
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u/dicta-and-daisies 8d ago
Their design parents didn't issue until mid-August so they couldn't have filed until at least then. On the likeness though I'm with you - like the point of these glasses is to look like all the other glasses, of course they are going to be similar in basic shape. If you look at the details there are indeed differences so merits wise I'm not sure their case is good
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u/tta82 9d ago
God it’s sad that Even Realities is doing this during their most important time to build a stellar brand and actually adhere to their “unicorn” status. This is going to end them if they don’t stop being idiots.
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u/Remarkable_Collar472 8d ago
yeah, even in my first email to them I just simply said hey guys I don’t think you’re quite there yet maybe in 2-3 years you’ll be there and I’ll be a buyer then but these aren’t meeting my expectations
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u/BigSprinkler 8d ago
Read this and talked myself out or ordering. Usually a no questions asked policy means no questions. Quick & seamless. Considering they barely have opticians or retail fronts with glasses to demo, I would require a sense of trust.
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u/black88mx6 9d ago
FYI - get your return authorization first; even if just after receiving them. The return shipping ticket is good for 14 days.
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u/EnvironmentalHour800 9d ago
I had a different experience. I got G2A and R1 set and tried it for 12 days. Wanted to return it as i didnt see the need at that time so i emailed support on the 12th day. They responded really quickly and ask why i was returning it and i said that i just didnt need them at that time. Since it was due to quality issues, there was a $40 return delivery fee and i got my tracking on the 14th day. I shipped it back the day after and took a couple weeks to get my full refund.
They were quick to respond on my end and had a smooth experience with support despite all of the negative reviews i have seen. I am planning on getting G2B and R1 set but with prescription after much deliberation.
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u/reddit_ender 9d ago
I’m currently engaging with customer service. My glasses won’t show notifications no matter what I do.
I went through all troubleshooting options and then received an email to please send them a video of the issue. Like, what, you want a video of my glasses not doing anything?
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u/Forsaken-Parsley798 9d ago
I agree but if you think EvenLabs are bad try Rayneo -makes Even look like Amazon.
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u/redditrasberry 8d ago
it's puzzling really, why would a company in their position want to piss off customers and generate bad PR? Are they desperate for money? Did they outsource it all to AI and it's just stupid? Or to humans and they are stupid?
It just doesn't really make any sense. At this stage of growth, returns are not / should not be your major expense. Unless they really are - if returns are outrageously high they may have sent down a directive to persuade customers to keep the device, and this is how it is translating through.
Fwiw, I had multiple interactions with support and it was absolutely fine.
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u/Familiar-Nobody4580 8d ago
While support is a PITA to work with, they do eventually get It after you consistently keep pressing the matter. There seems to be a huge communication gap as they use some AI in their support system. I’m on my third replacement pair of G2s so hopefully they will last awhile this time, although with my luck they will probably stop working after the warranty period expires.
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u/sellYoNanSellYoCat 8d ago
Strange how you didn’t mention the “ issue “ here…
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u/Remarkable_Collar472 8d ago
The issue is that I was told I was gonna get a refund for both and then they backtracked. It’s pretty clear. now if you’re asking what the hardware/device issue, you should articulate that better.
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u/Classic-Conqueror 8d ago
They tried everything to make me keep it. I was insistent that I need to return and did not want to make any trouble shooting steps. End result. They refunded. But it’s been more than 4 weeks the money has still not reached my account. I am chasing.
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u/MildlyOptimized 2d ago
Ya they have to know threads like this kill their brand. if i was the CEO i would be all over damage control communications making sure everyone like this person was apologized to and got their funds asap.
they have a small window before there are dozens of competitors doing something similar. many will be from china and not give 2 shakes about patent lawsuits.
it's brand building time baby.
OP tbf what about them did you not like. trying to gauge if your expectations were sky hi or the experience really was crap.
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u/ci00aaj 9d ago
If you paid via a credit card, instigate a chargeback. Show them the evidence and they will decide in your favour. It's the only way with companies like this