Complaints

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

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  AXIL

  120 E 13065 S Ste 101 Draper, UT 84020-7425

  
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  AXIL

  12397 S 300 E Ste 100 Draper, UT 84020-8274

  

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:12/22/2023

  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.

  Good afternoon, I am filing a complaint today due to the fact that the item purchased does not work as advertised. Upon arrival The Axil GS Extreme 2.0 did not fit correctly, and did not provide adequate hearing protection or noise canceling at a level described in the product details. Mostly this is due to poor fit and quality of construction. I called in to customer support and explained the situation and gave details on how the item does not meet the item description and as a result cannot be used due to poor fit and construction quality. At the time of the conversation it was past the 30 day refund timeline and I was told that I could not receive a refund. I was ok with the fact I could not receive a refund and asked if I could exchange them for a different model. At that time I was told that the item could be exchanged and that I would be responsible for the return shipping. I was ok paying the return shipping as I was under the impression that upon receipt of the item, I would be able to exchange them for a different model that worked as described. After sending the Axil GS Extreme 2.0 earbuds, I received an email on November 21st from Axil stating my order is being processed and will be shipped soon. I was confused by this email as we discussed exchanging the GS-X 2.0 for a different item, however the final terms of the exchange had not been discussed. Within a minute I received another email stating my order for a pair of the GS-X Exchange had been shipped. Around a week or so later, I received another pair of the GS-X 2.0 earbuds. Today I called Axil to let them know the situation and that the wrong item has been sent and I was told that due to being past the 30 days I could not receive a refund. I explained that the item doesn't fit or work as described and was told I could exchange them. They told me they could only be exchanged for the same item even though I purchased the 3 year warranty and the item does not work as advertised & is not usable.

  

  Business Response

  Date: 12/27/2023

  Since AXIL has multiple products, all at different prices, we only do exchanges that are the exact unit for the exact unit. We allow exchanges during the one-year warranty on the unit.  
  We do not allow upgrades or downgrades because of price point differences and warranty guidelines.
  
  AXIL gives the customer thirty days to test units for their satisfaction. If they are unhappy, they may return for a full refund. This customer did not take advantage of that timeline, so he was only eligible for exchange under warranty. He then spoke with a manager and was told he was outside of the return policy, and being three months into warranty, we could only help him with an exchange on the unit that he had. He sent us his units, and AXIL completed the exchange for the exact units he purchased.   AXIL has completed this exchange. 
  

  Customer Answer

  Date: 12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: Upon trying out the product, it does not meet the product description and is pretty much not useable as it does not fit correctly and as a result does not provide adequate hearing protection. The product fits is painful to wear in the ear so to poor design. I tried to give them time to adequately test them and they failed to meet the performance description. When I called to Axil to let them know they were unusable they told me I am outside of the refund window and I was told I could exchange them. I asked if I could swap them out for a different pair due to the inability to use this model and I was told again I could exchange them and I am responsible for the shipping. Under the impression that upon sending them back in, I would be able to exchange them for a different model I sent them in. That was why I was surprised when I received an email stating that my item has been shipped when there was no discussion of what model I wanted to exchange the GS-X model for. I understand that being past the 30 days eliminates my option for a refund but the argument they are making stating  that they could only exchange for the same model due to price makes no sense. I wanted to exchange them for Axil TrackR Blu earmuffs which retail for $169. The Axil GS-X retail for $200 so by exchanging for a pair that I can actually use, Axil would be keeping a $30 profit. I do not understand their logic for not wanting to exchange the pair that I cannot use for a pair that I could at the same time of getting to profit and extra $30. At the time of my original purchase I bought the extended 3 year warranty but it does me no good to have an extended warranty on a product that I cannot use. Hearing protection is a very serious thing to all of us and to sell a product that simply doesn't live up to its description is not ok. The product needs to be redesigned so it fits comfortably and correctly to be able to actually use them. If I sold a product that does not meet the description of which I am selling it under I would 1) immediately take that item down and listen to the customers on what changes need to be made so it works and fits as described and until the product was corrected, I would gladly exchange the item for whatever the customer wanted even if there was a price difference. I would either give the customer store credit if the replacement item was less expensive or I would allow the customer to pay the difference for a more expensive product. With me having to pay the return shipping and Axil getting to keep the $30 difference in the cost for me exchanging it for a less expensive item, there is no cost or loss to AXIL. The GS-X replacements they sent are unopened and they can sell them for full price. I'm not sure why such push back and only willing to exchange one unusable product for the same unusable product. This is very disappointing. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/10/2024

  We have responded to this customer's concern within our stated policy and have already completed an exchange for the product in question

  Customer Answer

  Date: 01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: It is obvious the business does not want to resolve the issue. I explained that the product they sent me is not as described and as a result is unusable. With a few changes in design then it wouldn't be a bad product but as it currently is, it is not safe to protect my ears. While I explained this and would take the hit monetarily by having them send me a less expensive pair of earmuffs, they gave an excuse that makes no sense. If they can send out the same pair to me that didn't work the first time, not due to an issue with that specific pair, but an overall poor design, then Axil could of just as easily exchanged the unusable ones for a pair that could be used. At first it was that I could not get a refund, and now it's that they can't exchange it. Overall it's just bad form from a company that is selling a subpar product that isn't as described and as a result is $200 worth of unusable garbage at this point. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/26/2024

  AXIL Return and Exchange policy can be found here: 
  ********************************************
  
  AXIL allows exchanges for the like product so there is no refund involved. In the case the customer wanted a downgrade, so a refund of $30 would have been due. Since his item was 3 months out of refund policy we could not move forward. 
  
  It was explained to the cusotmer this policy as it is our standard policy. 
  
  

  Customer Answer

  Date: 01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I reject Axil's response based on the fact I agreed to not getting a refund. At no time did I request the difference between the defective item and the downgrade. Axil can keep the $30 difference and use it towards research to make their products better for future customers. I just don't want to be ripped off and not receive a useable item for the $200 I spent. The GS Extreme 2.0 earbuds Do not provide adequate hearing protection, they do not fit correctly in the ear (do to poor design and fitment).

   

  The response made by Axil:

   

  "AXIL allows exchanges for the like product so there is no refund involved. In the case the customer wanted
  downgrade, so a refund of $30 would have been due. Since his item was 3 months out of refund policy we could not
  move forward.
  t was explained to the cusotmer this policy as it is our standard policy." does not make any sense and it is 100% false that any issue with exchanging the item was " explained" to me in the conversation I had on the phone or in the email conversation we had. Quite the contrary, they told me they would be glad to exchange the item for another item and that they just could not refund my money, which I told them I was 100% ok with not receiving a refund. 

  It is extremely bothersome to be told one thing and then have this company go back on its word  Nowhere in their policy does it say they cannot exchange an item nor does it say exchanges can only be for the same item. This makes absolutely no sense. The fact of the matter is the original product is not useable, and I'm not asking for a refund, just to get a different item that I can use, so my $200 is not wasted. 

  It is so disappointing that I am even having to waste my time, and the Better Business Bureaus time on this. If you are an honorable company, then stand by your products and don't lie to your customer and the Better Business Bureau. The email clearly states you told me you would exchange the item upon receipt of the original one that doesn't work. I was never told I couldn't exchange it for a different item and it doesn't taste that in your policy. Just do the right thing. Keep the $30 difference, just send me a pair of the TrackR Blu headphones and we can be done with all of this. Just be honest and honor your word. You told me I could exchange them so let me exchange them for a pair that works.  (The GS Extreme 2.0 should not be sold to anyone as is, it doesn't provide adequate hearing protection due to poor design) Be a stand up company and stand by your product and by the fact you told me I can exchange it.  You will be profiting $30 on the transaction. I am not asking you for any refund. 

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/31/2024

  AXIL has honored its policy in dealing with this customer. AXIL only refunds products returned within 30 days. AXIL only exchanges for exact units as listed in our posted policy and by our agents. AXIL completed the exchange as requested by the customer, according to the posted policy. We do not exchange for different units. 

  Customer Answer

  Date: 02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: This majority of this statement is false: "AXIL has honored its policy in dealing with this customer. AXIL only refunds products returned within 30 days. AXIL only exchanges for exact units as listed in our posted policy and by our agents. AXIL completed the exchange as requested by the customer, according to the posted policy. We do not exchange for different units" 

  Let's break this down:

  1) " Axil has honored its policy in dealing with me" *FALSE* Axil has not honored its policy. No where in Axil's policy does it state they will not exchange for a different item. That is not what I was originally told on the phone, and that is not what I was told in the email I received. I was told they could exchange my item with no problem as soon as they received the original item. The definition of exchange is the act or process of substituting one thing for another. This is all I wanted to do, to exchange the useless item that is unusable for one that worked. 

  2) "Axil only refunds products returned in 30 days": *TRUE* I read this and discussed this over the phone and told Axil I am totally fine with not receiving a refund, all I wanted to do is exchange the GS Extreme 2.0 earbuds which do not work due to poor fit and construction for the TrackR Blu Earmuffs and was told as soon as they received the item they would process the exchange.

  3)"Axil only exchanges for exact units as listed in our posted policy and by our agents"

  *FALSE* Upon my initial conversation with customer service, I explained the issues with the GS Extreme 2.0 earbuds. The earbuds are unusable due to poor fitment and they do not provide adequate hearing protection as a result. This is a safety concern!The Axil earbuds do not meet the item description and no matter what I tried, they just did not work as described. The customer service agent was friendly and apologized for them not working as I hoped and stated that I could exchange them for a set of the earmuffs. I understand after reading your policy that it states items can only be exchanged for like items, however I was never told this over the phone. I was told the opposite. I understand if there is an issue with one particular item such as a defect, the item would be exchanged for a like item, however this is an overall product design issue and the GS Extreme 2.0 earbuds do not work as described and do not fit and do not provide safe hearing protection as a result. 

  4) "Axil completed the exchange as requested by the customer, according to the posted policy, we do not exchange for different units" *False* / *True*

  Axil did not complete the exchange as requested by me . Otherwise we would not be wasting time having this conversation. I was told I could exchange the item for a different model over the phone. I was told in the initial email as soon as they received the item they would process the exchange which I and anyone else would assume would be per the conversation and what was told to me over the phone. A few days after I shipped the item back, I received an email stating that my new item has been shipped. Within a week or so I was getting my mail and noticed a package from Axil and upon opening it, I was confused to see the same GS Extreme 2.0 earbuds that I had returned. At this time I called to let Axil know I had received the incorrect pair and they told me no I didn't and that they will not exchange the GS Extreme 2.0's for a different model. I explained that I was told I could in my first conversation and I was told I shouldn't have been told that and they will not do anything else. It is true in the written policy it says like item for like item but that is not what I was told.

   

  All I am asking for your company to do the right thing and stand by your products and your word. I was told I could exchange them for a different model and I received an email stating that once you receive the GS Extreme 2.0 earbuds that I could exchange them. I paid $200 for a set of hearing protection that I honestly tried to make work. The foam tips you provide are cheap and do not fit or mold well to the ear canal, they are very uncomfortable, and do not make a good seal. The design to secure the earbuds in the ear is not sufficient and with any movement it pulls on the earbuds. The actual electronics are poorly constructed and to be honest I get better hearing protection out of my $60 Howard Leight earmuffs. To charge $200 for a product that doesn't fit well, doesn't provide adequate hearing protection, and then to not stand by that product when it doesn't do what you described it will do is a poor way to operate a company. I am not asking for a refund, I am simply asking that you do the right thing and let me exchange the unusable item for the TrackR Blu earmuffs so my $200 is not a total waste. You mentioned that you couldn't exchange them because you can't refund the $40 difference, I'm ok with that. You get to pocket $40 on a $160 item which by the way I can purchase from Cabela's for $90. That is $70 cheaper than you are charging so in reality they probably only cost $50 to make. You will be profiting $150 off of me and if the TrackR Blu earmuffs work, I will tell all of my friends who need earpro to buy them. As it is right now, I will tell everyone my experience at the club I am a member to which is over 1000, to never buy an Axil product because of their poor customer service, and they do not stand by their product of which the GS Extreme 2.0 is totally unusable. I have never in my life received the dishonesty and push back from any company like I have Axil. I spend $200 on an item and you tell me to pound sand when I can't use it because of its poor construction and misleading product description. I hope you feel good about yourself. All you had to do was the right thing and say hey, we are sorry about that and we appreciate your feedback, we will gladly exchange the item for you, we just can't give back the difference in cost. Oh wait! I was told that.. And then you went back on your word. Your customer service is what is wrong with the Country. You say you make this great product and then when it's not, you take the money and run.. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/28/2023

  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.

  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

  Date: 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 Answer

  Date: 06/29/2023

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