Initial review: Poor quality, incorrectly customized, overpriced earplugs, and inadequate customer service. Response 14/2: Thank you for your reply. I wasn't aware of the 30-day refit policy at the time, but I accept my responsibility. However, this doesn't change the fact that the product was faulty upon receipt, and you are still keeping my money without offering any resolution unless I pay more, despite you not providing the customized product I ordered. Your policy seems to disregard the specific circumstances. While you can enforce your terms, it doesn’t make it ethical. The product is still under warranty for manufacturing defects, but you argue that the earplugs not matching the molds isn’t a defect. A manufacturing defect occurs when the product deviates from the intended quality during production. Given the specific molds provided, not receiving a fitting product seems to qualify as such. Others can read this and your overall Trustpilot score (2.8/5 at the time) and form their conclusions. Response 13/2: Thank you for your reply, but please don’t misrepresent the situation. I requested a refund based on your warranty after you wouldn’t continue the refit process I initiated right after purchase. I don't want to pay again for something I never used. Although you can set your return policies, it’s unreasonable to charge me the same as customers who are satisfied with their purchases when you acknowledged the fault shortly after my purchase. Poor fit appears to be a common issue with your product, which is surprising, as I've had many custom earplugs made elsewhere without needing refits. I asked for clarification on why the refit delay affected additional charges, but received no explanation. It's unclear if you genuinely want to resolve this when your only option for me is to pay more for something I already bought. Ultimately, you are keeping my money without delivering what I paid for, and this will impact my future business with you.
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Discover Snugs unrivalled custom-fit hearing protection and tips for earphones. Using the latest technology including 3D printing, our custom fit range offers a secure, comfortable fit.
Custom tips available for over 250 different earphones and IEMs. The range also includes sleep plugs, swim plugs and hearing protection for different noise environments.
