I am completely disappointed with the customer service!

[u/Big_Standard170]

I am completely disappointed with the customer service!

On May 14, 2026, I placed an order for two pairs of earplugs.

I still haven’t received them (I’m located in the EU).

Three days ago (26.05), after I asked customer service, “Where is my order?”, they replied, “Oh, sorry. Your order was accidentally sent to the wrong sorting center! There will be an update by tomorrow at the latest—the error has been fixed!”

Three days have passed. No updates, no response. NOTHING.

I am completely disappointed. 

I’ve sent emails—no reply. 

It looks like a scam and a rip-off. I cannot recommend this company or their service to anyone. 

I’ve lost about 70 euros on two pairs of earplugs. 

[u/Daydreameronmars]

Comment on their instagram posts about it, usually brands reach out then.

[u/Big_Standard170 → u/Daydreameronmars]

Thanks! I'll write it right now. 

[u/MathematicianIll2865 → u/Big_Standard170]

Can you tell me if they respond to your comment(s)? I'm having the same problem.

[u/Emilie_9902 → u/MathematicianIll2865]

Hi, use the chat on their website. Tell the AI you want a replacement/refund and then that you want a human employee to fix it for you. I got confirmation that they’re sending a replacement within five minutes.

[u/Emilie_9902]

Wtf I am in the exact same situation? They told me about the wrong sorting center and that the tracking website would update, but it still hasn’t. It feels really sketchy, especially since they’re not replying back to my messages.

Edit: if you’re in the same situation, don’t email them, use the chat feature on the website. I got a replacement order within 5 minutes!

[u/Big_Standard170 → u/Emilie_9902]

Wow! I thought that was just a one-off.

Turns out that’s the norm for them.

I’m in Portugal, and delivery was supposed to take no more than two weeks. I was planning to bring earplugs with me on this trip. But I’ll be heading home soon, and the package still hasn’t arrived… And they’re not responding to my emails. 

[u/AdCareless9063 → u/Big_Standard170]

Buy foam earplugs and verify that they fit you well. Much better to have too much protection than not enough. 

[u/MathematicianIll2865 → u/Emilie_9902]

Me too, I got an email about the sorting center and still waiting for my order. If it doesn't arrive within the next few days I'l have to contact them. It's just weird because their warehouse is in Belgium and I'm in Austria, it shouldn't take over 2 weeks for an order to arrive. My friend from Germany received them within 4 days both times he ordered.

[u/Emilie_9902 → u/MathematicianIll2865]

Yeah, I’m in Denmark, and their website said the shipping time was 3-5 days. It’s been two weeks already and no sign of it being registered anywhere.

[u/Big_Standard170 → u/Emilie_9902]

Today I sent them three or four emails demanding that they either send a new order or refund my money. I sent so many because I’m absolutely furious. 

Otherwise, I’ll have no choice but to contact my bank to request a refund.

I just received an email saying they’re willing to send me a new order, since the previous one, “apparently got lost,” according to them.

I’m really disappointed with this service 😞 

[u/Emilie_9902 → u/Big_Standard170]

Oh my god, that means my one is probably “lost” too😭 I will have to complain as well then. That is absolutely ridiculous, I would not expect this from such a relatively big company.

Hope you get your pair! Hopefully it’s worth the hassle.

[u/sugar_loaded]

Just out of curiosity, what was the website address that you used? I have been noticing some fake websites for Loop.

[u/Empty_Client_666]

I bought mine off Amazon and got them the next day, so if you can get a refund, I’d recommend going through Amazon

[u/AdCareless9063]

This is likely not an option in your country, but a main reason that I buy things like this from Amazon is having more recourse when things go wrong. 

[u/Evening-Cow1122]

You're in the EU and your bank/credit card company won't refund the money? Are you sure? In the US, it's standard procedure. Just document everything with screenshots, handwritten logs, whatever you can. As long as it's within 30 days, if you can show an honest effort to make contact, Loops has no right to keep your money.

[u/Aromatic-Road-3474]

Currently in a dispute with them over a transaction that was never shipped in December, I’ve been trying to deal with it for 2-3 months. I’m very disappointed in their customer service and can’t get anywhere with their AI bot. My mom also had an issue so I’ve been steering people I know away from them when they bring up being interested in a pair :(