ComplaintsforAXIL

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a pair og Axil Extreme 2.0 paid over 200 dollars and warranty. Now they say they can't find me in their system? When I ordered it under my name,address, number. I lost my phone lost everything onnit. But a big company should have records of this. Because one side is going in and out. Just wanted it replaced or upgraded to the new ear buds better reviews and I think they fixed the problem with these new ones?

  

  Business response

  06/29/2023

  We are very happy to help ***** exchange under warranty. We need proof of purchase to established that he purchase directly from ** or one of our authorized vendors. Also what unit he has, if it is covered under warranty. Proof of purchase can be a screenshot from the credit card or bank account used with date and amount paid.  Or a screenshot of the invoice of the actual order.  

  Customer response

  06/29/2023

   
  Complaint: 20251718
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/21/21 initial contact w/******.9/22/21 Axil received credit request.9/24/21 ****** informed me that ************ would contact.9/27/21 ****** said that **** allegedly reached out & left a couple messages. ****** was informed that no calls or emails were received.10/11/21 I emailed ****** **** response.10/18/21 emailed again, no response.10/21/21 ****** emailed stating **** said he would reach out via email 10/19 & asked if he did. replied he hadn'**************** spoke ********** finally received first email.10/21/21 placed order ********************** Emailed **** that molds not received.11/7/21 emailed ************* again stating that they had been paid for but no molds received.11/12/21 Called customer service. Bry said that ****** no longer worked there & would send out kit & from now Id be dealing directly w/her & assured they would get done.11/15/21 Bry was contacted via email that 1 mold was made but 2 hardened before leaving the syringe. Bry sent another kit.11/18/21 New kit received, used & shipped back.11/21/21 Molds received & was told by Bry they were perfect & would be sent to 3D printer.12/10/21 Received email from Bry they were good & currently at 3D printer. Told 3 more weeks until quality check. Asked why after Bry stated because waited so long already shed have them finished & shipped in 2 weeks. She responded it was taking longer than expected to get programming correct.1/5/22 & 1/10/22 Emailed Bry asking for an update. No response, called and left a voicemail. 1/11/22 **** called & informed that my moldswere no good. Stated that computer had shown they were done but werent & couldnt be done with existing molds & that Bry had sent out another kit the day before. 1/13/22 Received the mold kit but no return label. I emailed & tried calling **************** service several times. I left my phone number for a call back. No response. Molds were made but by end of business day no response from anyone.

  

  Business response

  01/17/2022

  We have refunded in full this order, even the part that was from an old credit. We sincerely apologize for the manner in which this order was handled. We have spoken with the customer to make this right. We will be making changes going forward so that the ** Customs process is improved. 

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Problem: Vendor refusing to give refund for incorrect product received. Order placed 4/19/21 for $3120 for hearing aids. Confirming order shows a picture of the product I ordered and a full description of the product. Received product on 6/8/21 and they are not what I ordered. They don't match the product picture on the confirming order nor do they match the specific details of what I ordered. Contacted AXIL same day for a full refund. They said they will charge me a restocking charge. I said this was your error in the order, as it does not match the confirming order. They said you received what you ordered. I said look at what I received (I sent a picture of what I received) and compare it to the confirming order. They basically said my error. Finally they said they processed the refund less the restocking charge, less the return shipping and insurance. I waited a few weeks and it never appeared on my credit card. I even verified with CitiCard if the refund was held up.

  

  Business response

  08/17/2021

  Tell us why here...

  We are sorry for the misunderstanding. The set of units that were purchased are generally larger, due to the Bluetooth electronics we have to fit inside and the shape of your ear canal. We are happy to offer a full refund and waive the 10% restocking fee. The refund has already been initiated.

  
  AXIL values each of our customers. We appreciate the feedback even though we were unable to meet this customers’ expectations. We will continue to strive for superior customer satisfaction!  

  Customer response

  08/17/2021

   
  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.
  
  Sincerely,
  *** ****
  

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