Dear Customer,
We are very sorry to hear about your experience, and we sincerely apologize for the inconvenience caused.
Could you please let us know what issue you experienced with the order? Is the problem related to the IEM sound becoming quieter, an abnormal sound quality issue, or a cable-related issue? Or did you encounter any difficulties during the return and refund process?
We have also sent you an email to better understand your situation. Please kindly check your inbox when you have a chance.
Please rest assured that once we have a better understanding of the issue, we will do our best to assist you and continue working with you until the problem is properly resolved.
Thank you for giving us the opportunity to help.
BO
Bob
Piss poor at returns
Received new product, KZ ZS-10 PRO IEMs. I didn't open them because I decided to return them. My first request was ignored. Second request, they responded they would respond. Then they sent a 2 page email with detailed instructions on how to return them. I had to fill out the RMA form, find a shipper, wrap and ship the package, and send all the shipping info to the company. Then drive to UPS and buy packaging to send it. Cost with packaging and shipping was $17. They made a big deal about making an exception to their policy and offered to pay me $15 toward shipping. Hopefully they will. Next time I buy from Amazon. 8/5.the company was very nice as they were waiting for the IEMs to come in. They promptly refunded the purchase price after they had received the IEMs and, a few days later, sent me $15 toward the $17 I paid to return the IEMs. They were actually very nice to work with.
Response from LinsoulAug 6, 2026
Dear Customer,
Thank you for taking the time to share your feedback with us.
We are truly sorry that the return process felt inconvenient and required extra time and effort from your side. We completely understand your frustration and sincerely appreciate your patience and cooperation throughout the process.
We would like to kindly explain that the return steps and required information are necessary parts of our return procedure. Since each return needs to be properly identified and matched with the correct order, customer information, and package details, these steps help us ensure that your returned item can be accurately tracked and processed without any delays or confusion.
We are glad to let you know that we have now successfully processed the refund for both the order amount and the return shipping cost.
We sincerely apologize again for the inconvenience caused. Your feedback is very valuable to us, and we will share it with our team as we continue to improve our customer experience and return process.
Thank you again for your understanding and support.
CA
Cat
I haven't received any of my packages
I haven't received any of my packages
Response from LinsoulJan 23, 2026
Hi there，
We apologize for keeping you waiting.
We’ve received an update that your parcel arrived at the shipping hub on 2026-01-19 and is awaiting collection by the carrier.
Due to extreme strong winds in your area, local delivery services have been temporarily suspended. Deliveries will resume as soon as weather conditions improve and safety risks are eliminated.
We kindly ask for your patience while waiting for further tracking updates, and we will continue to monitor the status of your parcel closely.
Thank you！
RA
Rai
Hides Reviews, Customer Service Hit or Miss
Removed a 2 Star review. I had some issues with the product, due to fitment issues, as well as sibilance on my unit.
I've had issues in the past as well when trying to reach customer service, and they weren't able to help me in the end.
Even when they have sales, the cost of their shipping (for me 1 pair of IEM's was $30 to the US), doesn't make it worth it anymore. Sometimes deals can be good enough, but it depends on what shipping would cost you at the time. I have purchased from them in the past and shipping was closer to $10-15, so I'm not sure why it went up so much.
DF
Delarey F.
Cheap Customer service
A loyal customer, despite having to pay to return faulty items. This is clearly mentioned in their T&C, so not unexpected. Part of the risk when sourcing on the cheap (keep this in mind). Twice from less than 10 purchase - (different) product fail rate is >10%.
A recent order was supplied incorrectly, with a $25 TWS IEM sent, rather than the $190 dongle DAC I ordered and paid for (including duties). Rather than just crediting me immediately, I was told to place another order for the same cheap TWS IEM. They would ship me my DAC. (I got a $10 discount on an item I never ordered nor have any use for. [LINSOUL, the correct remedy would be to CREDIT YOUR CUSTOMER IMMEDIATELY for your mistake, not find a convoluted way of reducing your $15 loss.] Then they shipped me another cheap TWS IEM, no DAC! I paid for the International Express shipping. Now I have 2 pairs of a cheap product I never ordered - one I gifted to a friend, the other I sold at a loss. After waiting for more than 2months for a shipment of the DAC I originally ordered and paid for, they agreed to refund me one shipping cost and give me a voucher for the original amount I paid (less my duties and fees). The (faulty) voucher did not work, but this was eventually resolved by Linsoul. I am currently waiting my last shipment from Linsoul. There are other shopping options out there. I lost $$ over the past year, because I chose to buy from Linsoul.
Response from LinsoulNov 15, 2023
Hi there,
We sincerely apologize for the inconvenience and negative experience you have encountered with our services. Please allow us to provide an explanation for the recent events.
Initially, we inquired about your willingness to retain the incorrect product while we sent you the correct one.We appreciate your agreement to this proposal. However, due to a communication error, the product was inadvertently sent to you again.We only charged you the promised $15 for both products because we are deeply aware of the inconvenience caused on our part.We aim to minimize your losses while benefiting you as much as possible.
We also express gratitude for your patience during the wait for the correct product and we sincerely apologize for the extended delay, as the delivery time for that specific product has been unstable with no definite processing time. As per your request, we have refunded the amount in the form of a discount voucher.
We wholeheartedly thank you for your patience and understanding during this period. We acknowledge that no amount of apologies can fully compensate for the inconvenience you have experienced. However, please trust that we are accountable to each customer and are actively working to incrementally improve our services.
Thank you for your understanding.
CE
Cesar
I'm rating linsoul
I'm rating linsoul, just after I bought this (thieaudio ghost), they came down in price, there was a promotion, there was no offer to price match into that promotion for some credit or store credit, it was a lukewarm experience.
OB
OB
The response time is pretty good so…
The response time is pretty good so far, but my product came not working. I recorded a video of the product you asked for, but after recieving not working product i would imagine quick replacement. Nothing happening in this was so far.d
