Disappointing Service Experience & Unfulfilled Order and Unprofessional Customer Support

Hello EarFun Community,

I’m reaching out here due to an incredibly frustrating experience with EarFun's customer service team. I’ve been eagerly waiting to receive the new EarFun speaker (I was literally counting the days until it's release), only to find myself dealing with what feels like endless delays, unprofessional responses, and an overall lack of accountability.

Here’s a summary of what’s been happening:

1. Order Placed & Delivery Expectations Not Met

   • I placed my order on October 21, 2024, expecting delivery within the promised 2–8 business days to Malta.
   • As of today, my order remains unfulfilled and no shipment has been confirmed. For a company that prides itself on reliable products, they way they handled this delay is simply unacceptable.

2. Lack of Transparency and Tracking Information

   • The only update I initially received was an email on October 23, stating my order was “on the way”, but no tracking number was provided. Every online purchase, even low-cost ones, typically includes tracking, so I found this lack of transparency extremely concerning.
   • I followed up on 29th October through email where a reply was received on 30th October and I was informed that there were “errors in shipping,” with no details or reassurance that this would be resolved promptly.

3. Recurrent Shipping Failures and Empty Promises

   • EarFun claimed that my order had been "arranged for shipment" but provided no further updates TWICE. After multiple inquiries, they only kept telling me that Amazon canceled the order twice with no explanation on the steps they will take. Time was against me as this was supposted to be a birthday gift and kept asking what steps they will take so I can finally get the speaker shipped to me, however, instead of taking charge of the issue, EarFun Customer Service merely suggested I reorder directly from Amazon, which would further delay my purchase.

4. Unsatisfactory Responses and Avoidance

   • I’ve repeatedly asked for concrete answers, suggested perhpas an expedited shipping option, or an alternative courier, only to receive vague emails and no clear solution or answer to my questions. EarFun’s customer service has been dismissive and slow to respond, disregarding my questions and concerns entirely.
   • In their last email, they informed me they’d issued a refund instead of providing a solution to ship my item.

5. Complete Lack of Accountability

   • After two weeks of back-and-forth emails, I am left without the product I paid for, my time and trust wasted, and still no explanation for why EarFun has failed to fulfill their promises. Despite requesting contact details for a manager to escalate this, I am still stuck at square one.

This was meant to be a gift, and I’m left empty-handed. EarFun, I want the product I ordered. I’m requesting immediate assistance from someone in a higher position who can resolve this issue and ensure my order is prioritized.

For those considering EarFun, I urge you to reconsider if you expect a reliable shipping process and professional service.