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Online Purchase - Sol Sounds

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Online Purchase - Sol Sounds Reports & Reviews (1)

- Atlanta, GA, USA • Sep 08, 2024
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I purchased TWO pairs of earbuds from this company online. I placed my order July 30th, 2024, and did not receive my package until August 25th, 2024. As I was not aware shipping would take this long, I reached out to them on August 9th, 2024 via their customer support email to inquire about the shipping status of my order. I received a response stating that shipping was delayed but that I would soon receive a seperate email with tracking info. After a few days passed and no seperate email, I emailed them again on August 12th, 2024 to inquire again about when my order would ship. They explained that due to high demand (as their headphones are supposedly going viral on TikTok/Insta), shipping times were extremely delayed and again promised that my order would ship soon. My order finally shipped on August 16th, 2024. I thought they were a company completely based in the United States as the end of their URL has ".US", however, I noticed once my order shipped that the tracking was an international tracking link - one that led to "YunExpess" tracking. Turns out, my order was being shipped from China (Hong Kong in particular according to the tracking). Fast foward, the order finally arrives on August 25th, 2024 and I open it and test the product out. Turns out, BOTH pairs of earbuds are defective. With both pair, only one of the two earbuds produces sound - the other earbud was completely NOT functional. I re-read the instructions to double check that I'm doing everything right on my end & once I know that I am, I immediately email them to tell them that the product is defective and I would like a refund. I again reach out via their customer support email, where a representative responds telling me that I must send a clear video of the issue & then they would come up with a resolution from there. So I record a clear video of the issue and send it. Upon review, they tell me that they "will send me a new one [product]", to which I reply that I do not want a replacement product, I want a refund. The representative then responds back that they cannot process a refund because my replacement order is already on the way, and that when I get the replacement and am still unsatisfied, then they will opt for a refund. I responded letting them know that my experience with them thus far had been unsatisfactory, and that again I did not desire a product a replacement, simply a refund - because I no longer desired anything else from them. I told them that it is terrible customer service for them to have me send a video for refund purposes only to turn around and deny me the refund that I desired. And I informed them that I would detail my experience in my review. All of this back and forth correspondence occurred between August 28th, 2024 (when they responded to my initial complaint email sent on August 25th) and August 31st, 2024. After I said what I said, I received no response email/updates. I reached out twice, and still no response. No refund was given and no replacement either. Therefore, I left a one star review on their site detailing my entire terrible experience. About a week later, I still haven't heard anything from them. I go to check the reviews to see if they responded to mine, and I notice that not only did they not respond - but that they deleted it! Yesterday, I re-did my review and posted it again - and the same thing happened. Within hours it was not there in the review section at all on their site. They have a misleading URL, I received not one but TWO ineffective products, horrible customer service and they're deleting all reviews that aren't three stars or more - misleading consumers into thinking their product is phenomenal. Again, I've reached out trying to get a response but as of today I have received no response, no refund and no replacement. They have completely scammed me out of $68.65, which was the total two for one sales price including shipping. I want my money back of course but I know that the ScamPulse.com only handles US & Canada cases, so because this company seems to be lying about where they are actually based, I am uncertain about filing a complaint for resolution with you the BBB. But at the very least, I can warn people about this scam that is going on, I do NOT believe that this is a legitimate business and as they delete reviews, I'm sure there are plenty more who have been scammed just like me.

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