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:11/10/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hi BBB,Captify makes speech-captioning glasses for people with hearing impairments, and allows customers a ****** period to try the product, with a refund granted if the company is notified within that time frame and the product is shipped back to them.Ordered the glasses on September 5, received them on October 16, contacted the company on October 27 requesting a Return Authorization, and was given their San Francisco address for the return shipment.Shipped the package back to them via *** on Oct 28. *** has attempted to deliver the package 3 straight days (Nov 5, 6, 7), and no one from Captify has been there to receive and sign for the package, even though I emailed them each day with updates and they told me on Nov 7 that they'd be there to receive the final delivery ********** at this point the package is being routed to a *** Access Point location, and after spending $749 to buy the glasses and approximately $150 to ship the glasses back, the company's representatives aren't present to receive and sign for the return shipment, thereby stalling the refund.

  Business Response

  Date: 11/17/2025

  Thank you for the opportunity to respond to this complaint. We take all customer concerns seriously and appreciate the chance to clarify the situation and work toward a resolution. 
  
  First, we want to sincerely apologize for the delay in receiving the customers return package. The return address provided was the office of our CEO, *** *******. Unfortunately, when *** attempted delivery on November 5th, 6th, and 7th, he was not on-site to personally sign for the package. As a result, *** redirected the shipment to a nearby Access Point. We recognize how frustrating this experience has been for the customer, and we have addressed this internally to prevent similar issues moving forward.
  
  To confirm, the customer is fully entitled to a refund under our 15-day return policy, and we regret that this logistical issue delayed the process. We never intended to stall or avoid the refund, and we apologize for the inconvenience caused.
  
  In the meantime, the customer has initiated a chargeback with their bank. Under ******** terms, once a chargeback is filed, we are no longer able to issue a direct refund from our end. We have already submitted the required documentation in response to the chargeback and will continue to cooperate fully with the customers bank so that their refund can be issued as quickly as possible.
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  We value our customers, especially those who rely on our technology for accessibility, and we are committed to resolving this matter promptly.

  Customer Answer

  Date: 11/17/2025

  Dear BBB,

  Thanks for your message.  The efforts of you and ********** on my behalf in this issue (ID ********* have been greatly appreciated, and Captify has been actively responding to both, which is also greatly appreciated.

  Thanks again...