Axel Glade Reviews 261

The product was not what I expected, returned, and asked tor a refund. Neglected to keep my proof of USPS tracking and company issued refund anyway.

My Axel Glade's camera suddenly stopped working a few months after I bought it. I reached out to customer service. After trying to fix this issue, Ellen C in customer service ended up sending me a brand new one, which I was very grateful for! I've been unable to use the product for two weeks, and I notice a difference in earwax build-up. This product really works!

I had a coupon code to use as a first time purchaser and it did not work. This company gave me the discount after contacting them very promptly. Great customer service!!

I can't say strongly enough how pleased I am with the customer service response I received when my recent purchase didn't work as advertised. I was ready to send the device back and get a refund and the service rep asked if they could just replace the unit because they felt the camera was defective, so I gave them a chance to make good, and boy, did they ever! They immediately mailed me a replacement device at no expense and once I received it and determined that it worked properly, I asked how I should go about returning the defective unit. The service rep told me to keep the defective unit and use the extra tools that came with it, with their compliments and apologies for my trouble. I was definitely NOT expecting that level of service. As to the device itself, after using it I can say that there's a bit of a learning curve, so you most likely won't be proficient with it right out of the box, but with time and practice I think it's going to help me solve the ear wax issue I've had for years. But the customer service? Definitely a 5-star rating!

I recently purchased an axel glade which came promptly and designed nicely like apple iphones. However, I have tried to contact them several times and my device has broken and I keep getting failed delivery notifications. So now I am wondering if it’s a scam…

To edit - since posting this review, I have all of a sudden had a response from an email address that had been bouncing back for two weeks despite online it saying they’ll get back to you within 24 hours. Axel Glade - this seems a bit suspicious…

Edit - that is the email I used and I did it through your website a few times. I did not send an email after this review. But the response was immediately after reviewing it on trustpilot.

I was having trouble connecting, so I emailed your support team and Ellen responded promptly with clear, easy to follow instructions. I was able to connect right away. You might want to include her directions in the printed directions that come with the product.

I had an issue with shipping that could very easily be on the USPS side. They were responsive and are working to fix it even though they probably didn't even cause the problem. Very pleased with the response.

My product unfortunately broke the first time we used it, so I contacted support to see how to resolve it. After some consideration, we decided to return it for a refund and will buy again at a later time. The customer service lady addressed my concerns and she was very polite. There were some delays in responding to my emails, but she did get back to me.

Like others have said, I was not initially sent a Shipping Return Email. I had to ask for it in a follow-up email. Supposedly, the return label automatically automates and it’s emailed to you, but I never got it. They said they sent it twice when I kept asking about it. It was not in my Spam either. I did finally get it a few days later after asking a third time. After reading reviews on here and on Facebook, it seems that there is either a problem with the software they’re using to automatically send the Shipping Labels or maybe it is human error on their part; I don’t know, however, customer service eventually did send me a return label and apologized for the delay.

Also, after my product arrived to their return warehouse, it did take some time to get a refund. I emailed support again because it was a week out and I never got a refund or even a confirmation from them that they got it (USPS showed it delivered a week prior). Again, support was responsive, apologized for the delay, and processed by refund right then and there. That was on a Tuesday and I got my money back into my account the following Saturday.

I think the product is pretty cool and the concept is amazing. I’m sad it broke as soon as my husband tried it. From my experience and reading from others, I do think there is some sort of disconnect with returns and refunds. Although mine was resolved, I felt like I was fighting an uphill battle to get things done whereas with other online retailers, the return process is smooth and quick. My gut feeling is that if I wasn’t annoying or pressuring them with emails, I would never have gotten my return settled.

I do appreciate support responding to all of my emails and getting things done for me.

I wrote a negative review before and I have no clue how to take it off. My first one I received did not work. I contacted customer service and thought I didn't hear anything so I wrote negative review but found the customer service in my spam. First one didn't work customer service attempted to help me but there was no luck. So they sent me another one and it works! I love it! Thank you so much!

Fantastic email support, very receptive and offer and good suggestions. Very personal/quick response even on weekend working hours.

Terrible product and service. The app doesnt even work and keeps crashing on me. Also I emailed support and they have not gotten back to me in the last 5 days! Such a bad product and service! I literally wasted 100$ on a product that doesn't work!

I've emailed this company twice with no reply. This device is nice but will not work for me. I need return instructions - per their web page. This is frustrating.

I have sent emails twice to the email address in the contact us section but no one got back to me for days. When I rated the app on app store the support reached out to me. They were helpful and responded within 24 hours. The device I received was defective and does not work. They shipped me a replacement one and it works.

Didn't have the accessories I needed available for purchase, so they sent some for free!
Very responsive, even on the weekend!

I absolutely love this company, their product, and their customer service! They go above and beyond to respond quickly and are very helpful! They will always have my business. A special thank you to Ellen who helped me with my questions and order!

They kind of imply on their website that it's a free return. They say 60 day money back guarantee, just email us. Nowhere in the return policy does it say figure out your own shipping, and we don't refund shipping or anything like that. It just says shipping to you is free and returns are guaranteed, so you assume that means they'll send you a return label if not satisfied, but they literally just told me an address to ship to, which will be a lot on my own. Thought it was a risk free purchase to try it out, but it's not considering now I have to spend a bunch on shipping. The product itself is useless, you can barely see anything, the camera is shotty and unclear, and the scoop doesn't even grab what you can see, so useless for cleaning what you can seem. Their only input on this was that it takes some time to get used to, but I don't see that improving camera quality or the quality of any of the scoops. Hesitant to spend the money on the shipping back as I'm sure they'll find some excuse not to even refund me at all at this rate. Seems a bit sketch.

Update: I was able to get a label and was fully refunded. Was just a miscommunication the first 2 emails I sent.

Customer service was very helpful and kind. Gave me troubleshooting for problems I had with the device, unfortunately they did not work. Without even requesting they sent me a complete replacement item free of charge since mine was defective. That’s good customer service!

Great and fast service. I orded 2 by accident and they were able to help me very quickly and with no stress! I haven't received the product yet because I just ordered it but I'm sure it will be great as well!

Well... I have never had customer service like this. I wrote to the help desk that I wanted to purchase the rectangular head ear picks and was wondering if the ear picks in the site were the round head or rectangular. Ellen in Axel Glade’s customer service reached out and said they unfortunately weren’t for sale but proceeded to ask how many I needed and sent them to me as a special order for free. I am floored by this customer service! Big thank you to Ellen and Axel Glade! I already loved the product but now I can attest the customer service is A+ as well!