ComplaintsforBig Ear Inc

• Initial Complaint

  07/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction Date: 02/21/23, Order #: ***** Total paid:$ ******. Two Sets of custom ear molds for ************* Proflight 2 headsets. We ordered 2 sets of custom ear molds for our Aviation headsets on Feb. 21st.(This is for 2 people so 2 sets of molds and 2 headsets total) On March 9th Big Ear received the molds we made for them to make the ear molds. I was told it would take a business month to be done. We finally received the molds on May 9th after many back and forth conversations an lies about them being ready. One set attached to the headsets. The other set had a problem and wouldn't attach. I sent photos etc. It was deduced that it was faulty and they would make another set. I was told on May 15th the new ones would be ordered and would take 2 weeks. It is now July 26th. I have gone back and forth and have been told on a couple of occasions it was coming. It has not. So I still have not received a replacement. Over the past month it has come to light that the ear molds do not attach to the headsets in a good way and continually fall off. Thats based on the one headset that the molds initially attached to. Since the other headset only had one ear mold that worked I used just the one. Within the month the silicone it is made of failed and will no longer attach. It is my assessment that how this item attaches to the headset is flawed and I cannot envision them lasting for any period. I have explained not only this to Big Ear, but also the fact that I have purchased and paid for a product 5 months ago that I do not have in hand and have no use of. I feel not only is the product faulty, but they do not conduct themselves in good faith when doing business. Due to the custom product the contract says there are no refunds. I understand that. However, I believe there has to be a usable product to constitute there even being a contract. I have begun the warranty process but have no faith in them fulling it considering these events.

  Business response

  08/10/2023

  I will answer each of *******'s questions in line here below for complete clarity.
  
  Buyer Beware!!
  BE: The buyer should always beware. Big Ear is over 20 years old and is now trying our hand at online ordering, and it has many challenges as we learn and grow.
  S: Avoid this company ...
  BE: ****** did place an order for him and his friend *********
  We make custom in-ear adapters for many different products, and ******** was for a set of Bose Pilot headsets. When an order is created, this is where the process begins. We have to obtain a set of impressions of a person's ears. We have over ******* impressions here at our office, so if we haven't met you at an event, we need a set of impressions. It is straightforward but does take time to ship, make, ship back, and process. When we receive them, it normally takes 30 business give or take, because it is based on how many are in the * ahead of the new order. Each one is handcrafted, and the process is immense for such a small product.
  S: I received confirmation...
  BE: It did take longer than we all wanted, and we were sorry about that, it is the nature of this business. Kind of like a farmer, it is a long process from seed to harvest; no matter what you do, it is hard to speed it up.
  S:One attached to the headsets....
  BE: Because of the attachment issue required to attach this unit, we found that some people have very small ear bowls. We need to find a solution for the attachment issue over time that sometimes had an issue. On the set that ******* bought for ****, they fit perfectly but they were having an issue that they were coming off the headset too easily.
  We needed to redesign the attachment for this Bose unit.
  S: Essentially..
  BE: We received ***** and ********** returned adapters and can see that all the improvements that we have made will really work well for them. They are now complete and shipping back to them. I do understand how frustrating this can be, but it is an earpiece, not a life hanging in the balance. People put incredible expectations on things, and after 20 years in business, we have seen a lot. There is no magic wand, we have to work through issues one at a time and find a solution that works. We now have this solution and have fixed it, but not without issues and forced patients for this process.
  S: It's basically.....
  BE: Obviously, this is frustration talking, and we understand this. It is the business that we are in. We build an inner body product one-off for each person's shapes and challenges o each ear, and sometimes it takes a bit to get it right. The reason for no refund is it is custom-made for one human, we have many shipping charges and labor that goes into each piece, and we won't quit until it is right. It is not a product that can be returned and put back on the shelf or resold, and this is why we have to resolve each issue.
  S: I understand ...
  BE: We have been in contact with ******* and now that we have the update done, we have rebuilt his unit and it is shipping back to him. Because o customers like *******, we continue to always provide the very best product money can buy, and anytime we can improve it, we do. It just takes time and effort to accomplish this.
  We have a chat that is monitored 24 hours a day, and our cell phones are on the website for the best customer service we can provide.
  S: I assured him ...
  BE: Again, we are sorry to **** and ******* for the long time to get a simple adapter, but we want to thank them for their persistence as this always makes it better for everyone in the long run.
  Do your research and try and contact other companies as ******* has suggested, and if we are a fit for you we would like to provide a solution for you.
  ************************************ is my personal email or hit me on the chat.
  Stone
  
  
     Again,
     Thank you,
   **********; Hood 
  "Living The DREAM" 
  bigearinc.com 
  Cell: ************ 

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