“My Biostrap was defective and was not allowed to return it for full refund despite the fact that it was your issue not mine. I don't have time to be waiting around for a product to get replaced it should work from day one. If not I should not have to pay a restocking fee it is just bad business. You make your customer responsible for your product issues but charging all people a restocking fee not matter what. That is really bad customer service. I worked with your reps and sent them snap shots from my data and they could not figure it out but you charged me 25.00 when I did not want to spend more time waiting for a product that may or may not work.”
“My smart phone app is frozen on the update. How am I supposed to be able to use biostrap to measure my sleep when it needs charging each night? I purchased a new style wrist strap but only the older style will fit my wrist. So, I threw away money on the wrist strap and the sleep lab. I hope the whole thing is not a waste of money.”
Hi Jim,
Thanks for reaching out and providing some feedback here. It seems as though you are having some issues at the moment with your device. I would suggest reaching out to our support team for help to make sure you have a better experience moving forward.
If the update is stuck it is likely due to a connectivity issue. You can try toggling your WiFi off and on or running on cell data only to see if the update can complete.
Battery life is something that we are working on improving. Currently, the battery life is due to the significant amount of data that we collect on your Biometrics. Getting into a habit of charging the device daily will ensure a good experience.
We are sorry to hear that the new wristband does not fit you. Is the strap too large or too small?
If you need additional assistance here please reach out to our support team.
“I bought the BioStrap hoping to experience the biometrics that are advertised. To this day (2 weeks in) I have 0 useful data. It is rare for it to stay connected, and I had to load the app on an iPad to get any connectivity. I can't carry my iPad close enough all the time, and BioStrap struggles to reconnect when in range. Sounds like it might be OK for people who live a life centered around their iPhoneX, which is not healthy, ... but health is the focus of BioStrap.”
Hi Darick, I am sorry to hear you had issues with your Biostrap device. From what you noted in your message it seems as though something is definitely off with your device or the connection to your phone. I do not see that you reached out to our support team regarding this. If you are interested in doing so I would highly suggest it so we can make sure the device is working properly for you and that you have a better user experience. Reach out through the app or on our website.
“Going for a run, secure the pod as I’m meant too, pod comes off mid run, can’t find it - not buying another one for that to just pop off! Won’t recommend something that isn’t fit for purpose”
Hi Terry,
So sorry to hear that the wristband came off during your run. I am not sure if you had been using our strap 2.0 which is more secure for those who are active. Additionally, we are working on a watch style clasp the be released in the near future.
We know that losing the device can be very frustrating and we do offer a significant discount on replacing the sensor. If you are interested please reach out to our support team at support@biostrap.com or chat in on our website.
Hi Michael. I saw your rating and your notes and wanted to reach out to see if there was something our support team can help with.
You are noting you cannot get the device to work yet. You should be able to charge, connect, and start getting readings shortly thereafter. If that is not the case then we definitely want to take a look.
I am going to have the support team reach out to you via email to see if we can help get you up and running properly.
“The first day the shoe monitor fell off while I was running, the 3rd day the wrist monitor stopped communicating with my iPhone, the support group stopped responding after my 3rd email. Save your money and buy something else.”
Hello Charlie,
I apologize that you did not get a response from our support team sooner. Unfortunately, at this time we do not have Support available over the weekend.
I would definitely suggest reaching out to our support team via chat on our website or through the app this week. The experience you are noting is not typical and definitely not the experience we want any of our users to have.
We want to make sure you are taken care of and see what is happening with your device. I sent you an email to colson@olsoncapital.com as well as responded to your chat on our website.
“If this thing worked as advertised it'd be great. Takes hours for the info to update and I've turned off the battery saver in Android as advised. I'm on my 3rd unit and, well.... I've grown so disinterested in even wearing it I haven't had it on in 4 days. I'm really not interested in talking to anyone else about the same issues. They got their money. I got a $250 paperweight.”
“Let me elaborate:
1) Despite putting the two elements on the charging station, and trying numerous iterations of turning on bluetooth before or after I open the BioStrap app, it is HIGHLY inconsistent in connecting to bluetooth. No other device (wireless speakers, headphones etc etc) that I own have been so finicky with respect to connecting to bluetooth (I have an iPhone 7+ FWIW). So my experience has been HORRIBLE trying to get the strap to connect. It's beyond frustrating, as I actually like seeing some of the stats . So far I've owned this for just over a week, and it's worked / connect for like 3 days and no luck since then. The app keep saying to turn on bluetooth, and this is while bluetooth is on!
2) The plastic wrist strap is beyond frustrating. Just putting it on is like engaging in minor surgery. I own a Whoop strap and it takes less than a second to put on (as it should) and kicks the Biostrap's ass with respect to functioning (i.e. it consistently connects to Bluetooth, and is easy to incorporate into daily living - you know basic stuff like putting it on quickly). The biostrap design (the actual strap), falls flat on it's face when you have to fiddle with the strap for 30-60 seconds to even get it on.
Hope that's helpful feedback. Enjoy! Because I'm not.”
“The features that are highlighted in the advertising do not function while you are active.. If they would have stated that up front I wouldn't have purchased. Also the 30 day money back guarantee conveniently leaves out the$25 restocking fee.”
“Battery life is so terrible. A couple days max. Plus I bought the max pack and lost the charger extra straps and foot pod immediately. Too bulky and too many pieces to keep track of”
“I was very disappointed with biostrap. First the device was defective and when I tried to reach support it took several hours for them to reply. I also was irritated that I had to pay the restocking fee as the device was defective. I was not returning it because I was dissatisfied but because it was defective. But I refused replacement because of the support or lack of it.”
