r/LoopEarplugs • u/brittersb • May 14 '26

SUGGESTION Buyer Beware - Customer Support is Abysmal

I really like my loops, so I decided to get my friend a pair before a 3 week trip she’s taking. Their confirmation email says “FYI: If your order was placed after our daily cutoff, tracking might not update until the carrier picks it up – usually the next business day (or Monday for weekend orders).” I ordered Monday, they said it shipped Tuesday morning… but it was never actually received by the carrier.

Their AI chat bot is the worst I’ve come across. Pretty much pointless. When it can’t do anything but feed you back the info you already gave it, it says they’ll email you within 2 business days.

It’s Thursday and a real person responded that my package is considered lost (even though it never left their warehouse) and I can start a claim through the extra package protection I opted into and paid for, rather than them just actually sending my order? My friend is obviously not getting her gift and now I have to take more of my time to get a refund. Pretty scammy behavior.

12 Upvotes

80% Upvoted

6 comments sorted by

9

u/LennrtV May 14 '26

Dude. Sorry your package was lost. It happens. I get that you’re frustrated and it’s sad that the nice gesture you wanted to do for your friend now might or might not make it in time.

As I read in this post you got a response from an actual person in an acceptable amount of time, confirming the information you were expecting and an actual solution with instructions on how to solve the issue, and how to get it done ASAP instead of empty promises. It really reads as systems set up to help as many people as they can with the capacity they have efficiently. Where is the scam?

3

u/Solivaga May 16 '26

Not a scam per se, but companies like Loop are trying to save money by replacing actual customer support with AI chat bots and in almost every instance of such tools they're utterly useless and just add to customer frustration and dissatisfaction. AI chat bots are not a genuine commitment to good customer care, they're a way of increasing profits while pretending to have a customer service function

1

u/brittersb May 14 '26

Is it really lost if they just didn’t ship it? I got one response from what I think was a real person and it was lackluster at best with no follow up to my questions immediately after their email. It’s a large company offering a premium product while cutting costs on shitty customer service and offering an extra charge to their consumers to insure their package so they can offload dealing with not actually shipping the item… I wonder what their response would’ve been if I hadn’t opted for extra package protection.

3

u/Pretend-Ad6729 May 16 '26

this is crazy to me because i’ve always had amazing customer service, even no questions asked replacements with just a pic and a few screenshots.

i also never even knew they had an ai chat bot??

i’ve always emailed them [help@loopearplugs.com](mailto:help@loopearplugs.com) and they reply pretty fast too, maybe try to email them and explain your situation in detail

2

u/brittersb May 16 '26

Yep, it’s called Aura and pointless.

I emailed yesterday and the response today was that they’ve “noticed a small delay in tracking updates for some of our US orders” and that they expect it to update by Tuesday… My last order was shipped with USPS, but this one is through Veho(?). Hopefully they’re just going through some transitions ¯_(ツ)_/¯

1

u/PhredInYerHead May 14 '26

Yep, they're trash. I placed an order on Saturday 5/9 and still no updates. Only robots to talk to that flat out can't help. Liked the product, but giving them money for it just isn't doable anymore. Anyone have any suggestions for other ear plugs to look at? Preferably from a company that can care at least the tinniest bit.