[Product Review] Wellue 02 Ring Customer Support Review

[r0nwilliams]

 

Just wanting to warn people about my negative experience with Wellue support. I bought an O2 ring from their website on May 19, delivered to me in NYC on May 24. The website says

     You may return your fully functional and undamaged products for any reason within 30 days of receipt of your original order for a full refund or exchange.

The ring didn't fit and I didn't like that it fell off, so two days after delivery, I emailed asking for a refund.

They have haggled back and forth with me for two weeks over 5 emails (which come at night after an 18-36 hour delay) trying to avoid giving me a refund. In the first email I sent 3 photos of showing the ring, the serial number, and the model.  After two emails wanting to troubleshoot, they said they needed to escalate. In each each email I say "I do not want to troubleshoot please issue refund."

After asking for a photo of the ring on my finger which I sent they said:

     May we know which finger do you wear it? 
     Could you kindly give us more details? 
     Kindly send us video about the issue, showing the SN# 
     on the backside of the device. So that we can check more to resolve this.

Then they needed another photo of the ring showing the model number. The next email they demanded photos of the accessories (just a 9" micro usb cable??)AND the ring and the packaging (which thank god I have).

Their Response:
     Sorry to hear that. May we know if you have any friends, etc that need it? We may partial refund, and then no need to return. What do you think?

     Any questions feel free to contact us.
     Best Regards,
     Sylvia from Wellue

The email I received this morning finally gave me a return address to an individual in Hawaii, where I have to pay tracked shipping, and they said I only have 48 hours to provide them a tracking number, or they would be unable to accept the return.

I googled the name of the person they said to send the ring to and they are an artist/lawyer/musician in Hilo Hawaii which is very... iffy to me.

It shouldn't take so long to get a refund when I clearly asked for it in the first email, and sent them all the information that they needed to give me the refund.

[Rosew]

Thanks for letting us know. This is another example of how well this community works. Is it just me or does it seem that we need more professional businesses out there serving the apnea community. Thats a big thank you to the apnea board and all those who are part of its community. 

[THEVGE]

I bought a Wellue via Amazon.de and I was fully refunded without issues. And while in the proces of sending it back, the seller offered me a refund as well. So in that respect my experience is much more positive.

That being said, my advice is to stay away from Wellue. I owned both the ring and the wrist oximeters. To me, they feel like 2 USD Chinese products, the software is terrible, and I do not trust the data. This is when compared to a Contec finger pulse oximeter. I do not like to comfort of the Contec, but I do not doubt the data and the software (although not great) is much better. On top of that, the Wellue devices are expensive.

[notausername]

FWIW, I bought mine thru Turner Medical and while I haven't needed support maybe having a reputable vendor in the loop would help. As much as I dislike Amazon their return policy can save the day. Bummer it didn't work well, I hate that!! I will say it's typical, especially for offshore companies but it's now commonplace for companies to put as much burden on the customer as possible. It's called "efficiency" - for the company.

So far so good with my device. Good luck, I feel your aggravation.