I thought I'd provide an update in light of my previous comment on the 30 day policy. I'm pleased to say that they have agreed to replace the item as originally promised, which satisfies me and for me is a happy ending. As a result I felt confident enough to make a further purchase as a gift for a friend's milestone birthday. I just wanted to mention this here since I felt it was only right to provide an accurate reflection of the situation given my previous negative comment about the customer service for what I feel is a good product.
You mention their 30 day return policy roughly at 6.30 in, to anyone considering a purchase from them I assure you they won't honour it. I bought 2 pairs from them, ( concerto aviators and solos2) and wanted to return and swap for different pairs in the range. Initially I was told yep that was fine, then told to send a picture in order to verify they were in good condition. I removed the exterior cellophane covering the package of the solo2 in order to open the package and take a picture. Even though I was asked for the picture I was then told I couldnt return as the box had been opened. This is not consistent with the wording of the 30 day return policy which states words to the effect that 1) if you are not 'delighted' with your purchase you can return within 30 days; 2) the product should be in new or like new condition. Plainly an item is in like new condition if it has never been used and has only been taken out of the box to take the picture I was asked for. Also, it is impossible to decide whether or not you are 'delighted' with a product if you are unable to interact with it in order to make that assessment. Somewhat perversely, the concerto frames I received did not come wrapped in cellophane, yet they tell me they wont accept those either for the same reason. I have seen one unboxing video of the concerto aviator frames on youtube and that didnt have cellophane wrapping either, so the company is clearly just trying its hardest not to honour the 30 day warranty. Their solution so far is that I keep them, they refund 30% and give me 50% off another purchase and they even suggested I try and sell them on Ebay instead. This is all in a drawn out email exchange that you have to wait 24 hours for a reply too. What is ironic is that the concerto range seems really good ( not tried the solo 2 so cannot comment on that) and on further reflection I was planning to buy the pair I wanted to swap over to, which is a different style in the same range anyway but having had this experience in trying to use the published return policy I do not think it would be prudent to buy from that company again, which is a shame since the sound is pretty good, its just the customer support is not really genuine and the returns policy is not worth it. I'm going to keep at them to honour their policy as a matter of principle but given my experience I wouldnt recommend anybody purchase from them, or only purchase if you are willing to gamble with your hard end cash and dont expect much by way of honest customer service. with that attitude you probably wont be disappointed
Looks like the Eye Q has been replaced by (or expanded to) the Concerto and Solos. rokitlifeshop.com/collections/classic-audio-glasses?_pos=2&_psq=eye+q&_ss=e&_v=1.0
I thought I'd provide an update in light of my previous comment on the 30 day policy. I'm pleased to say that they have agreed to replace the item as originally promised, which satisfies me and for me is a happy ending. As a result I felt confident enough to make a further purchase as a gift for a friend's milestone birthday. I just wanted to mention this here since I felt it was only right to provide an accurate reflection of the situation given my previous negative comment about the customer service for what I feel is a good product.
Thank you for this! I’m very happy to hear they did right!
You mention their 30 day return policy roughly at 6.30 in, to anyone considering a purchase from them I assure you they won't honour it. I bought 2 pairs from them, ( concerto aviators and solos2) and wanted to return and swap for different pairs in the range. Initially I was told yep that was fine, then told to send a picture in order to verify they were in good condition. I removed the exterior cellophane covering the package of the solo2 in order to open the package and take a picture. Even though I was asked for the picture I was then told I couldnt return as the box had been opened.
This is not consistent with the wording of the 30 day return policy which states words to the effect that 1) if you are not 'delighted' with your purchase you can return within 30 days; 2) the product should be in new or like new condition. Plainly an item is in like new condition if it has never been used and has only been taken out of the box to take the picture I was asked for. Also, it is impossible to decide whether or not you are 'delighted' with a product if you are unable to interact with it in order to make that assessment. Somewhat perversely, the concerto frames I received did not come wrapped in cellophane, yet they tell me they wont accept those either for the same reason. I have seen one unboxing video of the concerto aviator frames on youtube and that didnt have cellophane wrapping either, so the company is clearly just trying its hardest not to honour the 30 day warranty.
Their solution so far is that I keep them, they refund 30% and give me 50% off another purchase and they even suggested I try and sell them on Ebay instead. This is all in a drawn out email exchange that you have to wait 24 hours for a reply too. What is ironic is that the concerto range seems really good ( not tried the solo 2 so cannot comment on that) and on further reflection I was planning to buy the pair I wanted to swap over to, which is a different style in the same range anyway but having had this experience in trying to use the published return policy I do not think it would be prudent to buy from that company again, which is a shame since the sound is pretty good, its just the customer support is not really genuine and the returns policy is not worth it. I'm going to keep at them to honour their policy as a matter of principle but given my experience I wouldnt recommend anybody purchase from them, or only purchase if you are willing to gamble with your hard end cash and dont expect much by way of honest customer service. with that attitude you probably wont be disappointed
This is unfortunate to hear. Thanks for sharing your story.
trying to purchase but cant see where?
Looks like the Eye Q has been replaced by (or expanded to) the Concerto and Solos. rokitlifeshop.com/collections/classic-audio-glasses?_pos=2&_psq=eye+q&_ss=e&_v=1.0
The solo2 is smaller for your wife. It’s great also.
Thanks! I’ll check them out!