The Hearing Co. Avaliações 

Resposta da The Hearing Co.

24 de fev. de 2025

Hi Julia,

Thank you so much for your wonderful review! I'm truly delighted to hear that our replacement behind-the-ear hearing aids have made such a positive impact in your life. It means the world to me and our team that you feel supported and cared for by The Hearing Co.

Your kind words inspire us to continue doing our best every day. We’re always here for you, and I’m so grateful you chose us. Thank you again for your trust and support—it’s customers like you who make our work so rewarding.

Once again, thank you so much, and I hope you have a great rest of your day!

Sincerely,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

17 de fev. de 2025

Hi Ann,

Thank you so much for your kind words! I'm thrilled to hear you found our service helpful and obliging.

If you ever need anything else, please don't hesitate to reach out. Thanks again for your support!

Warm regards,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi Eric,

Thank you for taking the time to share your feedback. I’m truly sorry that you're still experiencing issues with your hearing devices, and I appreciate the opportunity to address your concerns.

Here’s a brief recap of our timeline:

- You placed your order on July 15, 2024, and your hearing devices were delivered on July 22, 2024.

- On September 9, you reached out about issues with the devices, and we promptly sent you troubleshooting guides.

- When those suggestions didn’t resolve the issue, we offered you a free replacement—which you accepted—and that replacement was delivered on September 20, 2024.

- Later, on December 10, 2024, you informed us that only one device in the replacement set is functioning properly. Unfortunately, this report was made well after your 60-day guarantee expired (which ended around September 20, 2024).

At the time of your order, our 60-day money-back guarantee was in place and was honored. As a result, you are no longer eligible for a refund under that guarantee. Additionally, our two-year warranty covers repairs and support—but it does not include unlimited free replacements. We’ve already provided one free replacement, and further replacements would require a small fee to cover additional costs.

I understand your frustration, and I truly value your feedback. However, I must note that repeatedly requesting another free replacement or a full refund goes beyond the terms you agreed to at the time of purchase. Our policies are designed to offer support while ensuring our small, family-run business remains sustainable.

I remain committed to helping you get the best performance from your hearing aids. If you're still experiencing issues, I'm more than happy to help with additional troubleshooting or discuss a replacement at the applicable fee.

Thank you for your understanding. I genuinely hope we can work together to resolve your concerns. Please let me know if you’d like to discuss the available options further.

Best regards,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi WR Blundell,

Thank you for sharing your experience. I’m truly sorry that you’re having issues with your hearing devices. We responded to your email a few hours after you reached out and provided troubleshooting guides. I understand you’ve decided to return the devices, and we sent you our return instructions on February 8, 2025. We’re now waiting for proof of return so we can process your refund.

I’d really appreciate it if you could update your review to reflect the support you’ve received from us, as I believe the current review may be a bit premature. My goal is to ensure you get the resolution you deserve, and we're here to work with you every step of the way.

Thank you for your understanding, and please let me know if there’s anything else I can do to help.

Best regards,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi Marcia,

Thank you so much for your kind words! I'm delighted to hear that you find our hearing device fabulous, comfortable, and easy to operate. It really makes my day to know that our after-sales service is meeting your needs, too.

Your feedback inspires me and the team to keep delivering the best possible experience. If you ever need further help or have any questions, please don’t hesitate to reach out.

Thanks again for your support!

Best regards,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi R. Moffat,

Thank you so much for taking the time to share your experience. I'm thrilled to hear that we could resolve the issue with your daughter's hearing aids by providing a smaller replacement that fits her perfectly.

It truly means a lot to me and the entire team to know that our efforts made a positive impact on your family's experience.

Thank you again for your 5-star review and your high recommendation. If there's anything else I can do for you in the future, please don't hesitate to reach out.

Best regards,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi Mike,

Thank you so much for your amazing review! I’m thrilled to hear that your experience with us—from the moment you placed your order to receiving your hearing aids—has been top-notch. Your kind words about our customer service and after-sales support truly motivate me and the entire team.

We’re honored to have you as a loyal customer, and your recommendation means the world to us. If there’s ever anything you need, please don’t hesitate to reach out.

Thanks again for choosing The Hearing Co. and for being such a wonderful part of our journey.

Best regards,
Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi Jose,

Thank you so much for your wonderful review! I'm thrilled to hear that you're enjoying your hearing aids and that they're helping you connect more with your TV, phone, wife, and so many others. It truly means a lot to me and our team to know that our products and services are making a positive difference in your life.

I'm also glad to hear that our team was able to help you promptly—whether it was through timely email responses or a personal phone call. We always strive to treat our customers like family, and your kind words reaffirm that we’re on the right track.

Thank you for recommending us so highly. If you ever need any further support or have any questions, please don't hesitate to reach out.

Best regards,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi Jana,

Thank you for reaching out and sharing your concerns. I completely understand how frustrating this situation must be for you, and I want to make sure we get everything sorted out as quickly and smoothly as possible.

To clarify, it’s important to note that we don't have access to full credit card details, so we cannot place orders on your behalf. We only have access to the last four digits of your card number, which means we cannot view full transactions.

Based on your description, the order being referred to from December 24, 2024, was placed using your American Express card details, which means it was either made by you or someone who has access to your payment information.

I understand that this order was placed unintentionally, so I completely understand. Rest assured that our goal is to help you resolve this issue efficiently.

As mentioned in our last communication on February 2, 2025, the hearing aids in question were delivered, and we promptly sent you the tracking number for reference. We haven’t received any follow-up from you since that email, and we want to ensure we can help you moving forward. Please let us know when you are able to return the hearing aids, and we will issue your refund as soon as we receive the proof of return.

On a side note, we recommend avoiding sharing sensitive personal information, such as your full address, in public forums like this website. Sharing this information can expose you to unwanted charges or other security risks. Protecting your privacy online is very important, and we want to help you safeguard it.

Once we’ve resolved this matter, we kindly ask that you consider updating your Trustpilot review. Negative reviews, especially when they don't reflect the efforts we've made to help, can have a significant impact on small businesses like ours. We are a family-run business committed to support and service, and we genuinely want to ensure you're satisfied.

Thank you for being a long-time customer, and I look forward to hearing back from you to resolve this issue. We’re here to help every step of the way.

Best regards,

Joshua Powell
Founder, The Hearing Co.

Resposta da The Hearing Co.

11 de fev. de 2025

Hi James,

Thank you so much for your wonderful review! I'm delighted to hear that you had an excellent experience with our service and that your ClarityPros are performing just as promised. Your feedback means a lot to me and our whole team so thank you so so much!

I understand that you find the aids a bit bulkier than your previous ones. We design our products to ensure top-notch performance, and while they might feel larger, I hope you continue to enjoy the clear, reliable sound they provide. Your recommendation is greatly appreciated, and it inspires us to keep improving our products and service.

Thank you again for your support!

Sincerely,

Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

Publicado em 30 de jan. de 2025

Hi Kate,

Thank you so much for updating your review and for giving us the chance to make things right! It truly means a lot to us that you're happy with your new hearing aids. We always strive to help our customers find the best fit, and I'm so glad we could do that for you.

If you ever need anything else, we're always here to help. Wishing you all the best!

Sincerely,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi Gemma,

I’m really sorry to hear about your experience, and I can completely understand how frustrating this must be. We never want any of our customers to feel this way, especially our seniors, who are so important to us.

As mentioned in the email I just sent, we’re more than happy to help you with a return or a replacement – and we really want to make this right.

Please rest assured that we are not a scam company, and we take pride in offering quality products and customer support. We’re a small family business, and we strive to ensure every customer has a positive experience. I’d love to help you in finding a hearing aid style that works better for you.

If you could kindly update your review once we've had a chance to address this, it would mean a lot to us, as your feedback truly impacts our small business.

Please let us know how you'd like to proceed, and thank you for your patience and understanding.

Best regards,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi Kate,

I’m truly sorry to hear that the hearing devices haven’t worked as expected for your husband. I completely understand how frustrating it must be when things don’t go as planned, especially with a gift.

I see that you reached out about returning the devices, but since the order is outside of our 14-day guarantee, we’re unable to process a return or refund based on our policy, which is clearly listed on our website. I know this might not be what you were hoping to hear, but I want to find another way to help.

If the earbud-style devices or CIC (completely-in-canal) model aren’t working well for your husband, we’d still be happy to offer an exchange for a different model that may better suit his needs. We’ve offered this option before, and the offer still stands if you’d like to proceed.

Please let us know if you’d like to move forward with an exchange. We're here to help however we can, and we genuinely want to make sure you and your husband have a great experience with our products.

Best regards,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi FlyingFox,

I’m really sorry to hear that you’ve had such a tough experience with the hearing devices. It sounds like things haven’t worked out as you expected, and I truly want to help make it right.

Since I can’t find your order with just your username, could you please reach out to us directly at help@thehearing.co? Once we have your order details, we’ll do everything we can to resolve the issue and find a solution that works for you.

I’m here to help and want to ensure that we can get this sorted for you.

Looking forward to hearing from you!

Best,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi John,

I’m really sorry to hear you had a frustrating experience. After reviewing our conversations, it seems like the review may have been posted a bit prematurely. We were on holiday from January 1-2 to celebrate the new year, so there was a short delay in our response. As soon as we were back, we got in touch and offered to send you a smaller model, which you’ve now received.

I hope the new hearing devices are working better for you. If you’re happy with the replacement, I’d really appreciate it if you could consider updating your review to reflect the resolution. We truly care about our customers and would love for your feedback to show that we were able to help you.

Thanks for your understanding, and I’m here if you need anything else!

Best,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi Peter,

I'm really sorry to hear you're not happy with your hearing aids. I completely understand your frustration.

It looks like there was a little mix-up with the emails you sent. You sent several emails in a short amount of time, which caused them to get stuck in our spam folder. That's why we weren't able to reply to you in time. I'm really sorry for the delay!

We try our best to respond quickly, and I want to make this right for you. If the hearing aids aren’t working for you, I’d be happy to help you exchange them for the model you originally wanted. Just reach out to us again, and please only send one email so we don’t miss it this time!

I look forward to helping you get the right product!

Best,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

Atualizado em 29 de jan. de 2025

Hi KS,

Thank you for sharing your feedback with us! I’m sorry to hear that the product hasn’t worked well for you. We always want our customers to be completely satisfied, so I’d love to help resolve the issue.

Unfortunately, I wasn’t able to locate your order with just the name "KS." If you could reach out to us with your order number or any additional details, I’ll be more than happy to help you further.

Although your guarantee period has expired, I understand the discomfort you’ve mentioned. While I can't initiate a return, I’d be more than happy to offer you a replacement model that is smaller and may fit you better.

Please don’t hesitate to contact me directly, and I’ll do everything I can to make sure you’re taken care of. (help@thehearing.co)

Looking forward to hearing from you!

Best regards,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi Anthony,

Thank you for sharing your feedback with us! I’m happy to hear that the return and refund process was prompt for you.

I understand your frustration regarding the return shipping cost, and I completely get that it can feel unexpected. To clarify, we are based in Canada, and our return warehouse is located in the United States, which is why the return shipping came from there. This is all disclosed on our website, but I understand how that might not always be immediately clear.

We do offer a 14-day guarantee for UK and EU orders, while our final sale policy applies to US, AU, and NZ orders. We strive to make our policies as transparent as possible, and I appreciate you pointing out the confusion around shipping and return details.

Your feedback helps us improve, and we truly value it. If there’s anything else I can help with in the future, please don’t hesitate to reach out.

Thanks again for your understanding, and we hope your next purchase suits you perfectly!

Best regards,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi Melvyn,

Thank you for sharing your thoughts. However, it seems there may be some confusion, as we don’t have any records of you being a customer. While we understand the importance of doing thorough research before making a purchase, I want to clarify that we only recently discovered Trustpilot, and we’re learning how to navigate this platform.

That said, we’ve noticed that it’s possible for individuals who aren’t even customers to leave reviews, which is unfortunate and can be misleading for others. For example, you haven’t purchased from us, yet your feedback is listed here. We truly encourage potential customers to check our website for transparent product details and policies and reach out directly if they have any concerns.

As a small, family-run business, we are committed to providing excellent service and ensuring our customers are happy. If you ever reconsider or have any questions, we’d be happy to help.

Best regards,
Joshua Powell
Founder of The Hearing Co.

Resposta da The Hearing Co.

29 de jan. de 2025

Hi Tim,

Thank you for your feedback. However, I’m having trouble locating your order with just the name "Tim W." We have a few customers named Tim, and only two from our UK store have last names starting with "W."

Could you kindly provide your full name or clarify what the "W" stands for? This will help me look into the situation more accurately and ensure I’m addressing the right case.

One of the Tim’s from our UK store is very happy with his hearing aids, so I don’t believe you're him. The other is Tim Welch, who reached out to us about canceling an order. Since it had already shipped, we weren’t able to cancel but instead offered him the option to return the hearing aids for a full refund, which he did, and we promptly processed his refund.

If you’re the same Tim, I’d appreciate it if you could update your review to reflect this, as we did our best to resolve the issue and serve you in the best way possible.

I want to stress that we are not a scam company; we are a family-run business, and we genuinely do our best to take care of our customers. I look forward to resolving this matter with you.

Best regards,
Joshua Powell, Founder of The Hearing Co.