Complaints

This profile includes complaints for Nebroo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nebroo

  701 Tillery St Austin, TX 78702

• 

  Nebroo

  701 Tillery St Austin, TX 78702-3738

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:04/09/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I purchased this product about 6 months ago for my 77 year old mother because she is having a harder and harder time hearing and her insurance doesn't cover the cost of hearing aids. She lives on her Social Security and small pension. When I first saw the advert on TV I was skeptical so I read the reviews from supposed customers on the website. I never received the product and when I finally managed to contact them they told me that I had to pay extra costs for various, what I considered suspicious reasons. I did not pay for anything else but could not get a refund. When I refused to pay them more money they stopped responding to me. I tried leaving a comment on their website but you can't. After you type your comment and hit the return button on your keyboard nothing happens. There is no send button on the website comments section. You can type in the box but there is no way to send it. I believe that all of the comments on the website were posted by the company itself. So I'm out $100, we'll technically $99.00 I guess but still. This company is a total con job.

  Business Response

  Date: 04/10/2025

  Hi *****,
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the inconvenience youve encountered and understand how frustrating this situation must have been. We genuinely appreciate your patience, and were committed to making things right for you.
  
  Ive carefully reviewed your concern and want to assure you that we take your feedback seriously. In order to assist you further, could you kindly provide the order number or the name associated with the order? This will help us locate your information and resolve the issue as quickly as possible.
  
  We truly value your patience and understanding. If you have any additional questions or need further support, please dont hesitate to reach outwere here to help.
  
  
  Best regards,
  Nebroo Support Team

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I returned the hearing aids, and the company received them with all the parts and the original packaging on March 4, 2025 at 9:48 a.m. I have yet to receive the refund on my credit card.

  Business Response

  Date: 04/10/2025

  Hi *****,
  
  I hope you're doing well. Thank you for reaching out to us and for sharing your concerns through BBB. 
  
  I wanted to confirm that we received your email on April 6 and promptly processed your refund on April 7. Depending on your financial institution, it may take a few business days for the funds to appear in your account.
  
  We truly appreciate your patience and the opportunity to make things right. If theres anything else you need or if we can help further in any way, please dont hesitate to reach out.
  
  
  Best, 
  
  Nebroo Customer Support
  *****************************************************

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Nonresponsive company. With questionable email address. No reply to phone calls.

  Business Response

  Date: 03/27/2025

  Dear Mr. ********************** you for reaching out to us. We understand your concerns, and we sincerely apologize for any frustration this situation may have caused.

  Please be assured that your refund was processed on March 13, 2025, to the original payment method on file. Depending on your financial institution, it may take a few business days for the funds to reflect in your account.

  Additionally, our customer support team has been actively responding to your inquiries. We apologize if there was any miscommunication or difficulty reaching us. If you require any further assistance, please do not hesitate to contact us and we're to assist you.

  We appreciate your patience and understanding.

  Best regards,

   Nebroo Team

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Dates of original transactions: 10/03/2024 and 10/04/********* the product was mailed back to Nebroo via **** Priority Mail Intl. 1: 11/19/2024, as Nebroo stipulated, I used this method with extra insurance. Mailed to: Nebroo ****************************************************************** KOJ 2 RO Attn.:28034 ( Cost for me to mail: $74.95).USPS tracking no.: CH222697337US

  Business Response

  Date: 03/05/2025

  Dear ********* *******,

  
  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any inconvenience the customer may have experienced and appreciate the opportunity to address their concerns.

  Upon reviewing the details of the complaint, we can confirm that the issue has been fully resolved. A refund was processed on 5th of March 2025, and the customer has been notified accordingly. We regret that their experience did not meet expectations, as we strive to provide a smooth and satisfactory resolution for all our customers.

  Customer satisfaction remains our top priority at Nebroo, and we take all feedback seriously as part of our ongoing efforts to improve our services. We appreciate BBBs role in facilitating trust and open communication in the marketplace. Please let us know if any further action is required to close this matter.

  Thank you for your time and assistance.

  Best regards, 

  Nebroo Customer Support Department

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  on jan, 3rd , 2025 , i ordered a set of hearing aids . they were delivered on jan. 13th , 2025 . when i unboxed them i was astounded to find a a set of instructions that were pretty much useless . when i set them for use i could not regulate the audio to a comfortable level . the volume control was full or no sound even with minor adjustments . nebroo also boasts about the aids being invisable . they stick out like a sore thumb. the fit was uncomfortable even with the smaller inserts. customer service was all but nonexistant , you dont get any return replies when requested . i dont think this business should not be allowed to continue serving the public . they definately need to restructure everything they do .

  Business Response

  Date: 03/04/2025

  Dear ****,
  
  Were truly sorry to hear that you had issues with your hearing aids. Your satisfaction is very important to us, and we appreciate the opportunity to assist you. We see that you reached out to us three times, and we responded each time to help resolve your concerns.
  
  We also want to assure you that a full refund has already been processed, and it should reflect in your account soon. If you have any further questions or need any assistance, please dont hesitate to reach out. Were always happy to help!
  
  
  Best regards,
  
  Nebroo *************************start="727" data-end="730">***************************************************** | *****************

• Initial Complaint

  Date:03/03/2025

  Type:Delivery 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.

  In early November of 2024 I ordered a pair of "hearing aids" from this company and when I received them I found that they are equivalent to what you would find in a "dollar store". In other words they did not work at all. They charged my credit card for the "hearing aids TWICE in the same day - once for $99.00 and then for another $87.00. I contacted the company and asked for a full refund. I was told to ship them to ****** for a refund. The shipping cost me another $24.80. Today they came back to me because apparently the address in ****** is also bogus! So I have spent a total of $210.80 and I have received NO REFUND! Inflicting financial harm on those of us that are already suffering from a disability is more than despicable... These folks belong in prison!

  Business Response

  Date: 03/03/2025

  Hi ****,
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the inconvenience you've faced and understand how frustrating this situation must have been. We truly appreciate your patience, and we want to make things right for you.
  
  Ive carefully reviewed your concern regarding your experience with the product and charges, and I want to assure you that we take your feedback seriously. Id like to confirm that we have processed a refund of $186 to your original payment method ending in 0752 on February 3, 2025. We also sent an email on the same date as confirmation of your refund request and its successful processing.
  
  We truly value your patience and understanding, and were always here to assist you. If you have any further questions or need any additional support, please dont hesitate to reach outwere happy to help.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I ordered hearing aids from Nebroo. Tried them for 30 days. Found them unsatisfactory. Nebroo has a 120day return policy payable after return to ****** location. The hearing aids were returned in original packing and all parts. Nebroo had been notified of that **** has delivered per tracking LH241174752US. They must refund $296 . They have not responded.

  Business Response

  Date: 03/03/2025

  Hi *****,
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the inconvenience you've faced and understand how frustrating this situation must have been. We truly appreciate your patience, and we want to make things right for you.
  
  Ive carefully reviewed your concern regarding your experience with the product, and I want to assure you that we take your feedback seriously. Id like to confirm that we have processed a refund of $296 to your original payment method ending in 3372 on February 2, 2025. We also sent an email on the same date as confirmation of your refund request and its successful processing.
  
  We truly value your patience and understanding, and were always here to assist you. If you have any further questions or need any additional support, please dont hesitate to reach outwere happy to help.

• Initial Complaint

  Date:02/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 complaint is that I ordered ( #*****) hearing aids for my husband over ********* and it was taken out of my ****** account, they sent them to my house and my husband could not use them. I did this on Nov. 23, 2024. I called them and the *** said I needed to return them by Jan. 4, it had to be 30 days. She gave me the address of Nebroo and I sent it back. ***** would not deliver it on 12/31/24. On Jan. 17, I got a call from ***** at ***** Ground ************ and he put them in the mail and I received the hearing aids back to my home. They gave me a commercial invoice for $500 and it came from Nebroo who wanted an extra $500. I would like my money refunded to me.

  Business Response

  Date: 03/04/2025

  Dear ********* *******,
  
  Thank you for bringing this matter to our attention. We sincerely regret any inconvenience the customer may have experienced and appreciate the opportunity to address their concerns.
  
  After reviewing the details of the complaint, we can confirm that the issue has already been resolved. A full refund was processed on 3rd of March 2025, and the customer has been notified accordingly. We always strive to ensure a smooth and satisfactory experience for our customers, and we regret that this situation did not meet their expectations.
  
  At Nebroo, customer satisfaction remains our priority, and we take all feedback seriously to continuously improve our processes. We appreciate BBBs role in facilitating open communication and trust in the marketplace. If there are any further steps needed to close this matter, please let us know.
  
  Thank you again for your time and assistance.
  
  Best regards,
  Nebroo

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  I received the hearing aids I ordered, after reading and following the instructions for a couple of weeks, I found the sound quality was severely lacking. I attempted to reach Nebroo at the phone number listed on the website, after forty minutes of a recording stating where I was in the queue and a representative will soon be with you, the recording only said leave a message. I left a message asking for a call back, I never received a call back. After a couple of days I called again, this time I was on hold for twenty minutes before leaving another message asking for a call back. I have still not received a response. I then found a different phone number for Nebroo on the BBB website. I was told by the representative in ***** that I had to return everything to ****** via US mail only to process my refund. Unable to mail anything to ****** due to the strike, I called Nebroo again, I was told to wait a couple of weeks and try again to mail the return package. Concerned with returning the items within the required timeframe I asked for an email confirmation of our discussion, I was told it would be forthcoming. I have never received any email. The lack of customer service is astounding. I am still unable to mail the package via US mail.

  Business Response

  Date: 01/12/2025

  Hi *****,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and the challenges you faced in contacting us and resolving the issue. We strive to provide efficient and accessible customer support. Regarding your return, we understand the current mailing challenges and appreciate your patience. To ensure your return is processed within the required timeframe, we will work with you to find an alternative solution. Kindly email us with your preferred contact information, and we will reach out promptly to assist you further.

  Once again, we apologize for the inconvenience caused. We are committed to resolving this matter to your satisfaction and improving our customer service based on your feedback.

  Thank you for bringing this to our attention. We value your trust and are here to assist you.

  
  Sincerely,

  Nebroo Team

• Initial Complaint

  Date:12/11/2024

  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.

  I received hearing aids, which were too big for my ears. I emailed them on 11/19/2024 to say I received the hearing aid package today. I want to return the item and credit my credit card. The item does not work for me. Please let me know how to proceed. I was informed that I had to keep them for 30 days. I told them I wouldn't use them, so I wanted to return them now. They never sent me the return process information. I emailed several additional times, and today, I called and received instructions on returning the items. My issue is this package was sent to me from ******, **, and their address is in ******, **, yet they want me to send the package via **** to ****** for a return credit. However, at this time, no mail services to ****** are available because of a strike. I want to send them to ** so I don't miss the return deadline. I want to get my money back ASAP.

  Business Response

  Date: 12/12/2024

  Hi ***,

  Thank you for sharing your experience, and we sincerely apologize for any inconvenience caused during your return process.
  We understand your concerns about returning the hearing aids, especially with the unexpected complications due to the mail service strike. Your satisfaction is very important to us, and we want to ensure your return and refund are handled promptly.

  To address your issue, please contact our support team again for assistance with an alternative solution. We will work with you to find the most practical and timely option for returning your package and processing your refund.
  Your feedback highlights areas where we can improve, and were committed to ensuring smoother processes for all our customers. Please dont hesitate to reach out so we can resolve this for you as soon as possible.

  
  Thank you for your patience and understanding.

  
  Best regards,

  Nebroo Team

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They were very proactive and accomodating. I am very pleased.
  
  Regards,
  
  *** ****