Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 89-year-old Mother, ***************************, ordered the Nano Hearing Aids for $397. Order number is ******. After she received the devices, she discovered that one did not work at all, and the other barely worked. Being acutely aware of the company's 45-day money back return policy, she immediately packed them up in the original packaging along with all paperwork and paid $8.00 via the **** to return them. Upon receiving the return, **** called and left a voice message on my Mother's answering machine. My Mother couldn't hear or understand the message, so we listened to it and told her they were refusing her a refund because they need an *** number.My Mother is not technically savvy and doesn't understand anything about *** numbers. We have been in contact with **** to explain the situation to them. We talked first to customer support who refused the refund, so we then asked to talk to a supervisor. We were told a supervisor was unavailable, and that they'd have a supervisor call us back. After a couple of hours, a supervisor called us, and told us they would not give my Mother a refund because she needed to obtain an *** number for the return. We asked if they could give us the *** if we provided them with the order number, but she said they can't do that. She said the best they can do is offer a refurbished model with no warranty, or a behind the ear device. My Mother doesn't want a refurbished model without a warranty and cannot wear a behind the ear device. She wants her $397.00 refund. Despite two telephone conversations, a detailed email letter to the company and the returned defective **** hearing aids - that they now have in their possession - they continue to refuse my mother her refund. We feel the only fair resolution is a complete refund in the amount of $397.00.