Scam company. Hearing aids are rubbish. Do not buy from this company here in UK. On top of cost price its £70 customs charge!! They say nothing about that? Plus if problem they want both sets sent back at your cost (weeks of back n forth with customs charge) in end at least! 30% more. Stick with UK. Dodgy and scam company. Be very aware?.
Response from Audien HearingMay 17, 2021
Anthony,
Since you have posted many reviews with the same information I will respond with the same message:
After personally reviewing your order I can see we refunded 50% of your order after you contacted us. Unfortunately, we cannot give full refunds if we do not receive a return of your devices. With international orders, customers may be charged customs fees depending on their location. As this is regional and charged by customs departments, we cannot do anything about this charge.
Sean Pitt
RS
Rita Sue D.
I ordered these for my Mom.....didnt…
I ordered these for my Mom.....didnt help. I've tried twice.....one email one phone call......trying to get my money back to no avail. They will ignore you and you will NOT get your refund! Will report to the BBB but doubt that will help.
Response from Audien HearingMay 4, 2021
Rita,
I can see you reached out to us through our online contact form on April 13. I apologize that you have not been helped! It seems our representative received another message and our system hid yours. For this, I am greatly sorry.
Our policy is written here: https://audienhearing.com/policies/refund-policy
I can see from your order that you are well within the grace period we provide (30 days + 20 day extension). We have now emailed you a return label to ship your hearing aids back so we may process a refund. Please respond to this email so we know you have received it and we can expect your return.
Sean Pitt
Head of Customer Outreach
NW
Nancy W.
Rip off company
Rip off company. Their product didn't work as they said, they said I could have a refund if they didn't work for me. They replied to me 1 time and won't communicate since I asked for a refund and explained they don't work for me. This is the same canned reply that they respond with when trying to get a refund, your information is right before their eyes because you have to type it in. They don't talk have a phone number to call either. They're scammers! I contacted your "support team " within a week of purchasing( you can only contact through the link on their site which gets ignored, they don't give out their phone number) and sent the exact same message sent here minus the we need more information to verify you as a customer part! My review and the other 1 star reviews dont show on the Audien Hearing website, why do you remove them?
Response from Audien HearingMay 4, 2021
Nancy,
As per our policy (https://audienhearing.com/policies/refund-policy), if you return your hearing aids to us within 50 days (including 20 day grace period) you are eligible for a full refund as long as all the items are contained in the original packaging.
I requested more information from you as we have many customers and I could not locate your specific order.
I’m sorry you are having trouble contacting us, but the best way would be to contact [email protected] for assistance; provide your order number and describe your issue. Give our support team 48 to respond to your request. You can also visit audienhearing.com/support for immediate assistance.
Our support team is not trained to ignore our customers! Please reach back out here to me or contact our support team so we may assist.
CW
Carolyn W.
The charger to my husbands EV3 is not…
The charger to my husbands EV3 is not working properly and after 2 weeks,the left hearing aid stopped working.
Response from Audien HearingApr 27, 2021
Hi Carolyn,
I tried to look up your order so I could assist you with this matter. It definitely sounds like you may have received a defective unit. We have multiple Carolyn Wrights in our system so I have requested more information regarding your order through Trust Pilot. Please get back to me at your earliest convenience! You can also contact our support at [email protected] and we will send you another pair at no cost (as per our warranty policy).
Sean Pitt
Head of Customer Outreach
DM
Denise M.
I’m not a robot, I’m a person
The support is a robot. There is no way to speak to a representative if you need help. You can only communicate through email if you have a problem.
Response from Audien HearingApr 22, 2021
Denise,
I’m sorry you are not satisfied with our online support and understand you would like to speak with someone. Fortunately you are misinformed, as we have a listed number on our website under “contact us” that you can call to speak with a representative! (205-255-1112) (https://audienhearing.com/pages/contact-us)
I hope this helps, and please consider revising your review as this seems to be a simple misunderstanding.
Sean Pitt
CM
Carol M.
Both devices will not stay in my ears…
Both devices will not stay in my ears no matter what size earbuds I use.
One device squeals continuously. The other has a very annoying background noise. Extremely disappointing and a loss of money for a bad product.
Response from Audien HearingApr 12, 2021
Carol,
I am sorry our devices did not fit your ears well. It also sounds like you received a defective pair if you are dealing with constant feedback. We have a 30 day guarantee with an additional grace period. Please contact our support team ([email protected]) so we can assist you with a return and refund.
HA
Harry A W.
I cannot recommend anyone to purchase…
I cannot recommend anyone to purchase the AUDIEN HEARING AIDS. The aids DO amplify sound. The first night I received them I followed their advice with 3 hours of use watching TV in the evening. They worked so well that I had to turn the TV volume down so low that my wife needed to turn the volume UP when she came in. However, during the evening one or the other of the aids FELL OUT of my ear THREE times. I checked the instructions/tutorials and found that the package included different-sized earbuds. So, I replaced the earbuds with the smallest provided so that the aids would go into my ear as far as possible.
The following day I accompanied my wife to SAM'S Wholesale wearing my new aids. When we returned home I discovered that one of the aids had fallen out and was LOST.
That evening I drove to the pharmacy drive-thru, and the remaining aid FELL OUT and down between the driver's seat and the center console of the car. I was able to "fish" it out when I returned home. I replaced it in my ear, but before the evening was over it, too, was gone again.
I had had these aids for 2 days and LOST them both due to the fact that they simply would not stay in my ear. I have been wearing hearing aids for 6 years and never had this problem.
I have gone to the AUDIEN HEARING website and to their Custome Support page TWICE and sent them an email addressing the situation and requesting a refund under the 30-day money-back guarantee. I have heard NOTHING from them.
Since they failed to respond, I went to my credit card company to dispute the charge on my card. The credit card rep was able to get them on the phone - apparently - and was told that AUDIEN no longer sells this product and cannot offer refunds. WHAT??? How does that make any sense? A money-back guarantee is a GUARANTEE. AUDIEN indeed continues to sell this product as I get ads on it constantly on my Facebook page and in emails.
I have since contacted the company via phone and they say that if I cannot return the item they cannot offer a refund. So, PAY NO ATTENTION TO "30-DAY MONEY BACK GUARANTEE."
Response from Audien HearingApr 8, 2021
Harry,
After personally reviewing your order I found that you did contact our support for the first time on March 21, 2021 at 3:52pm under the name Hazel A West. You explained the same issues that are in this review.
We recommend trying all the different sized earbuds when first using the hearing aids and wearing them for an hour the first day. This is to test your fit and give your ears gradual time to adjust. It is possible you needed to use larger earbuds, rather than smaller ones, if they were falling out of your ear. Another possibility is wax buildup or fluid can create an improper fit. We list the recommended use in the booklet we provide and stress the importance of following our advice. Either way, we are sorry you lost your hearing aids after just getting them.
Unfortunately, as our return policy (https://audienhearing.com/policies/refund-policy) states, we cannot give refunds if any items are lost or missing from the package. The default warranty does not cover loss either. Our policy has an additional 20 day “grace period” extending your return window to 50 days in case you pass the advertised 30 day guarantee window.
I am not sure who you spoke with from our company, but I am confident no company representative would tell a customer we do not offer refunds; our representatives are trained to check for refund eligibility upon request. We also have not discontinued any products as of now, so I am not sure who you spoke to and apologize if one of our representatives gave you false information.
We are sorry, but in the case of a lost pair of hearing aids, we cannot process a return or refund. This is clearly stated in our policy and if we did offer refunds upon loss it would be greatly detrimental to our small, family-owned business. We do not know any company, big or small, that offers refunds when a customer loses the product. We offer an unlimited protection plan that covers loss for only $4 a month. This must be purchased at the time of the order; unfortunately, you did not have this warranty plan.
I apologize, but there is nothing I can do in this situation. Our policies are fair and forgiving, but we simply cannot give refunds for loss.
Sean Pitt
Head of Customer Outreach
JK
Judy K.
I had to return the first pair I…
I had to return the first pair I received due to the right aid not charging properly. I liked the amplification with just using the left, however, they replaced the set and it was different than the original ones that were sent. The white tip came off on the right aid when the silicon tip was placed on. These tips do not go on easily. The biggest problem is that the aids fall out of my ear continually, and therefore cannot wear them. I wouldn't recommend them.
