EasyHear Poor Quality Products, Poor Refund Policy, Can't Easily Return Products

EasyHear (https://easyhear-za.com) sells three personal health products in South Africa from a website meant to look like they are based in South Africa (they are actually based in China). The products include hearing aids, tinnitus relief and a foot/leg massager to relieve neuropathy pain.

I purchased the foot/leg massager based on their detailed website description and I paid an additional amount for a "lifetime guarantee". The product arrived fairly quickly but things went downhill from there. The massager was described as having various functions. These functions are at best a joke and at worst a hazard. The only function that appeared to work was the vibration mode. The "infrared" treatment was a few pale red LED's that didn't reach the skin and were not producing infrared light. The worst was the electrical stimulation modes that actually caused an electrical shock. I contacted EasyHear within 24 hours to return the item for a full refund (as per their published policy).

The easy part was over. What followed has been highly unprofessional on their part.

It is not possible to talk to a representative at EasyHear. They have a single email address which they respond to outside of South African business hours (their "support" is most likely based in China, which is where the product was shipped from). They only respond every few days at most.

When I explained the issues with the device and asked for a refund, as per their policy, they didn't deny the product had the problems I had described. However, instead of a full refund they offered only a 30% refund on the item and that "I could keep the item". This was to make it "easier" for me and also so I didn't have to ship the product back to them.

I insisted on a full refund and they tried to deter me from this by saying it would be very difficult & expensive to ship the item back at my cost. Since they made it look like they are in South Africa it wouldn't have been a big cost or an issue, but then they provided a return address in China.

I worked with FedEx to ship the product for around R500. Then came the battle of getting the refund. At first EasyHear only wanted to refund 50% (up from 30%), even though I has shipped the product back. After fighting with them they agreed to "100%". They did indeed refund me the full product cost but left out the lifetime guarantee cost. I had to fight with them to get that too, which they eventually provided.

The fight wasn't over. When I shipped the item back to China, EasyHear have a specific Chinese contact name, address and phone number. My parcel got as far as the Chinese customs. Customs needs to contact the recipient for confirmation but EasyHear's contact never responded. Its been a month and a half and EasyHear refuses to provide another contact name or phone number, so the parcel is still at customs and they have warned that if the parcel remains there any longer it will attract charges. Since I am the shipper I will get charged and not EasyHear. No matter how many times I ask EasyHear for new details they either don't answer or they say they will raise it with their Chinese contact.

EasyHear is one of the worst companies I have dealt with. Their products are of extremely poor quality and don't match what they advertise. Their return policy is not honoured unless you are prepared to fight with them, and the go out of their way to dodge questions. You'll have to work miracles to return any product you buy if you want to return it. It also seems they are dodging customs in China, which is never a good sign.

I do not recommend ever purchasing a product from them. You have been warned.