Customer
0 star
0 star — If You Have Two Years to Waste, Big Ear Inc. Is the Company for You I honestly wish there was an option for zero stars, because Big Ear Inc. has managed to turn what should have been a simple aviation headset ear-mold purchase into a two-year customer service nightmare. I purchased custom ear molds for my aviation headset. The molds didn’t fit properly, and somehow the process ended up damaging my headset. Naturally, I contacted Big Ear expecting a company that specializes in aviation ear molds to stand behind its product. That was apparently my first mistake. For over TWO YEARS, I have been trying to get this company to actually address the problem. And what have I received? “Next week.” “Soon.” “We’ll get back to you.” And then… absolutely nothing. At this point, I’m starting to think “next week” is actually Big Ear’s official customer service department. I’ve spent more than two years chasing a company that apparently believes that if they ignore a customer long enough, the problem will magically disappear. Unfortunately for them, I have a pretty good memory. The irony is incredible: this is a company selling products intended for aviation professionals who depend on their equipment, yet they seem completely incapable of taking responsibility when their product doesn’t work as advertised and causes damage. The ear molds didn’t fit. My headset was damaged. And after two years of trying to get a resolution, I’m still waiting. Two years. Not two weeks. Not two months. Two years. At this point, I don’t need them to fix my headset. I just need someone at Big Ear to invent a calendar and discover what year we’re currently in. If you’re considering buying from Big Ear, my advice is simple: don’t. There are plenty of companies that will gladly take your money. The difference is that some of them will actually answer you afterward. Big Ear has demonstrated an impressive level of commitment to one thing: not solving the problem. Save yourself the headache, the money, and the two-year waiting period. Look elsewhere.
Response from Big EarAug 14, 2026
Thank you for taking the time to share your experience. We are sorry that this process has been frustrating, and we take concerns about the fit and performance of our custom products seriously. We do want to clarify some important details regarding the timeline and our efforts to resolve this issue. We have communicated with you by both phone and email and have continued to offer a path toward resolving the fit concern. Most recently, we explained that we need a new set of ear impressions so that we can remake the custom adaptors with the additional depth required for your individual fit. Regarding the overall timeline, approximately four months passed between the original purchase and our receipt of the impressions required to begin the custom build. Once those impressions were received, the adaptors entered our approximately 35–40 business-day production process. The completed product was subsequently received and used for a period of time before the current resolution process. We understand that none of this changes your frustration with your experience, and we aren’t dismissing that frustration. However, we do want to be clear that we have not abandoned the issue or refused to stand behind the product. We remain willing to remake the custom adaptors, but doing so properly requires a new set of impressions. Our goal isn’t to argue with you publicly. We would much rather complete the steps necessary to resolve the fit issue. Once we receive the requested new impressions, we can move forward with the remake.