Gregg S.
Update to: Hearing aids didn't work for me. Return Process is impossible!
Hearing aids did not work out for me for several reasons, they hurt my ears, the domes made my ears itch and they did not perform as advertised - extremely difficult to use and adjust. Tried to reach them multiple times via phone for a REQUIRED return number (RRR number) waited hours and no one answered the phone. Emailed them for a call back and have not heard from them. Filed a dispute for all charges with my credit card company and hope they can get a response. Return policy process is totally ridiculous and you have to send them to Canada which is very expensive. You have to use USPS - no other courier options, such as UPS/FedEx which may be more reliable and cost less. You have to send the item back in its ORIGINAL packaging with ALL inclusions. Clearly write your Name and Order Number on the package. Before shipping, take a PHOTO of the package and email it to them. Once shipped, they ask you to please SEND A PHOTO OF YOUR USPS RECEIPT showing the tracking number, to their company e-mail. (which is not allowed to be shown in this review due to policy). I have never had such an issue with any other company. They are the worst I have ever dealt with and you also have to pay the shipping costs. Nobody charges for shipping anymore but they do and other reviews have said they will not refund the shipping costs. That's the least they should do for asking you to go through all that work just to return them. But you have to talk with somebody there first and like I said it is impossible to get anyone on the phone to help you in the first place. DO NOT DO BUSINESS WITH THIS COMPANY! UPDATE 9/1/26 I have upgraded my review to 4 stars because Marianne Toco, the Head of Customer Support emailed me directly and told me the following: "I just came across your Trustpilot review regarding your order, and I’m very sorry you feel this way. I want to be fully transparent—over the past couple of days, we’ve been experiencing issues with our phone lines, which unfortunately affected our ability to respond to calls and messages as quickly as we normally would. Our team is actively working to resolve this as soon as possible. That said, we completely understand how frustrating this must have been, and the last thing we want is for you to feel ignored or misled. We’re a small company, and every single customer truly matters to us. Your satisfaction with our product—and your overall experience with us—means a lot. So here’s what we’d like to do: We will issue you a full refund for your order, no questions asked. You’re welcome to keep the hearing aids—perhaps you can pass them along to a friend or family member who might benefit from them." She has followed up with me 3 additional times, gave me ALL of my money back, allowed me to keep the products to donate to someone who might be able to use them. To me that is the way a good company should do business so I have up graded the review to the 4 stars. I could not go to 5 because they did not prepare properly with staff and contingency plans for capacity and technical problems/outages prior to launching the product. I am a happy satisfied customer. Thank you Marianne!! I am donating the hearing aids to our church to find new owner who can really use them.
Response from NebrooSep 5, 2026
Thank you so much for taking the time to update your review and share the full story of your experience. We’re truly sorry for the frustration you initially experienced with the hearing aids and, especially, the difficulty you encountered while trying to reach our team. We’ve been experiencing issues with our phone lines, and we understand how disappointing it was to have such a difficult time getting assistance. That said, we’re incredibly grateful that Marianne was able to personally step in, follow up with you, and make sure your concerns were fully addressed. We’re especially glad she was able to provide you with a full refund while allowing you to keep the hearing aids so they could potentially benefit someone else through your church. That is a wonderful gesture, and we sincerely appreciate you giving us the opportunity to make things right. Your feedback regarding staffing, communication, and preparedness is also valuable to us, and we’ll continue working to improve these areas. Thank you again for your updated review, your honesty, and for recognizing Marianne’s efforts. We’re very happy to know that you ultimately feel satisfied with the resolution. ❤️