SINA G.
DO NOT FALL FOR THEIR RETURN GURANTEE
DO NOT FALL FOR THEIR RETURN GURANTEE. After trying to hopefully get some benefit from their $6,000+ hearing aid, their device did not work for me. My 45 day return period fell on Sunday, and after trying to call them waiting for over 30-40 minutes on Friday, Saturday and SUNDAY, I was not able to talk to anyone. I then find out that they would not honor my return calling them on Monday. Even though their in-house agent and local provider were told and knew very well that my hearing aids did not work for me, and that they were fully well aware of that, they refused to honor their 45 day return guarantee. Going back and forth for two weeks after begging them to honor their return guarantee, I was finally told that their so-called upper management decided that they cannot honor my return. DO NOT Buy from these thieves, as they will use ANY excuse to refuse your return, and get you stuck for thousands of dollars, even if you tell them and let them know that their hearing aid does not work for you.
Response from hear.comApr 28, 2025
Thank you for sharing your feedback. We sincerely regret that you are dissatisfied with your experience and we want to provide clarification regarding the concerns you’ve raised. We have conducted a thorough investigation into your case, including a full review of call records, emails, and conversations with your provider. Here are our findings: Your 45-day trial period officially ended on Sunday, April 13, 2025. As a courtesy, we would have accepted a return request if it had been made by Monday, April 14, 2025. According to our records, the first communication requesting a return was an email received on April 15, 2025, which was after the return window had expired. Our call system shows no missed calls from either your number or your wife's number between April 12 and April 14. Feedback from your provider also indicated that, while you expressed ongoing dissatisfaction and uncertainty during your trial period, you did not clearly request a return prior to the trial ending. The provider noted that during your last appointment, issues with phone connectivity were resolved and no further concerns were raised at that time. Based on these findings, and in alignment with the terms outlined in your Purchase Agreement (which states that return requests must be communicated directly to hear.com within the trial period), the decision to deny the return remains unchanged. We understand this is frustrating, and we are truly sorry that your experience did not meet your expectations. While your trial has ended, both hear.com and your provider remain committed to supporting you and assisting with any troubleshooting or additional support you may need with your hearing aids. If you would like further assistance with the devices or have any questions, please do not hesitate to contact us at 888-780-3450. Thank you for your understanding. - Ashley, Customer Support Team