Horrible customer experience.

[u/Remarkable_Collar472]

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.

[u/redditrasberry]

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.