Jay J.
Tried the device once, returned, but only got half the money back
The company only gave me half of the refund of the device back. They took 3 days to respond to the return email but they did (hence the 2 stars not 1). But they said since it was used once I only get half the money back. Seems scammy to me as if half of the purchase price is still a profit to them.
Response from E10 LabsJul 17, 2024
Hi Jay, Thank you for sharing your feedback with us. We sincerely apologize for any confusion and frustration regarding our refund policy and the time it took to respond to your return request. To clarify, full refunds are available for new, unused devices returned within 14 days of receipt, provided the tamper-proof seal is intact. Since the device was used, it technically did not qualify for a refund. However, your customer service representative escalated the issue on your behalf to ensure you received at least a partial refund as a gesture of goodwill. We also want to note that your request came in over a holiday weekend, which affected our response time. We responded as soon as our team was back to work, and we apologize for any inconvenience this delay may have caused. We want to assure you that we stand by the quality of our products and offer exchanges for any devices that are found to be faulty. However, as this was not the case with your return, the standard refund policy applied. We understand that this situation may be frustrating, and we are genuinely sorry for any inconvenience it has caused. We are actively working to improve our response times to ensure you receive the support you need more quickly in the future. Your feedback is invaluable to us, and we are committed to making things right. If there is anything more we can do to enhance your experience, please do not hesitate to reach out to us directly. Your satisfaction is very important to us, and we truly appreciate your understanding.