Communication with this company is via a bot. The scales are cheap, plastic rubbish and the Hume app does not sync with an iPhone 17 Pro. I lodged a complaint with PayPal when Hume would not give a return address for me to send back their faulty product. I provided video and photographic proof to Hume that the scales did not work. In fact, they are useless as normal digital scales, showing a different weight for the same person weighing again within minutes with the scales in exactly the same location. Proof of this was also shown to both Hume and PayPal. In one email, Hume Health advised the multiple circumstances that would require offloading and reloading the Hume app, so the problems with the scales are well-known to the company. Another excuse I was given for the scales not being able to read body composition data was that my feet could be dry and it was suggested that prior to stepping on the scale, I should dampen my feet or apply body lotion to the soles of my feet before use. The ridiculous responses were inflammatory when hundreds of dollar were at stake. After weeks of emails back and forth between me and the AI at Hume, with very poor and delayed responses from Hume, I was given an Australian address to return the scales at my cost, but was told to close the claim with PayPal before Hume would consider refunding me. I thought that once the scales were out of my possession and control that I would be at a disadvantage at this point, as it seemed resolution of my complaint to PayPal was close. I had sent everything I could find, including the ridiculous emails between myself as a human and the Hume Health bot. However, infuriatingly PayPal yesterday gave me a resolution which involves me sending the scales to Hume at my cost, despite the proof of a faulty product I have already provided. Hume has now advised through PayPal that they will refund my money as long as I return the scales to an address in the USA at my cost. The cost to do this will be in excess of A$100 to send faulty scales to the USA when the scales came to me from New South Wales in Australia. I have read many reviews on Trust Pilot where people have decided to try to get their money back and have paid the postage and Hume has reneged on the arrangement and no refund of the purchase price was given. So customers are then out of pocket for the initial purchase price plus the postage. I am disgusted with Hume Health and blindsided by the outcome from PayPal. Hume Health is obviously scamming people. I don't know what to do next but it just seems wrong that Hume Health can continue selling scales that do not work - they are significantly different to the product that is described - and they are at this stage getting away with it. And I foolishly believed there was a buyer guarantee with PayPal. Maybe the AI bots from Hume Health and PayPal got together here, because all of the communication has been drawn out, unclear and difficult.
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