Angela H.
Three shipments to finally get the order right
To start, I am a Direct Hearing customer; I bought my hearing aids from Direct Hearing a little over a year ago. The reason I'm giving this experience 2 stars is because it took 3 shipments before my order was fulfilled correctly. I placed a reorder for the same hearing aid domes I got from Direct Hearing last year. When the domes arrived, they were the wrong size. I contacted customer support about the issue, and they sent out another set right away. However, the second order contained the exact same wrong sized domes. After contacting them again to report the incorrect item, I finally got the right thing. They were very quick to resolve the issues, but it shouldn't have taken three times to get the order right. Another issue I wanted to bring up is when I bought my hearing aids from Direct Hearing, I was told that I would get free supplies (like domes) for life. Last year, when I ordered some, they were completely free. This time, I was charged $15 for shipping and handling. They said the domes were still free but that I had to pay $15. When I talked to customer service, I explained how last year I got the domes completely free. The only explanation I got was that the policy now, even for those of us who bought the hearing aids from Direct Hearing, is to pay. I will not be buying any supplies from Direct Hearing again. There are cheaper domes elsewhere and the multiple wrong orders was too frustrating to deal with again in the future.
Response from Direct HearingMar 3, 2026
Thank you for taking the time to share your experience — and for being a Direct Hearing customer for over a year. We’re truly sorry for the frustration this caused. You’re absolutely right — it shouldn’t take three shipments to get a simple reorder correct. While we’re glad our team responded quickly each time, we understand that repeated mistakes are frustrating and inconvenient. Regarding the shipping charge, I’m sorry that this felt inconsistent with what you previously experienced. The domes themselves remain free under our lifetime supply program, but we now charge a shipping and handling fee. That said, we understand how that change could feel unexpected, especially if your prior order was fully covered. Your feedback is fair, and we take it seriously. If you’re open to it, we’d appreciate the opportunity to review your account directly and see if there’s a way to make this right. We value your business and are sorry we fell short here.