“Never arrived after purchasing two day shipping. A week later I cancelled as I got no sense that I was valued as a customer. It’s unfortunate as I’ve been using my biostrap for nearly 3 years and have been happy with it by and large. Definitely exploring other options given the customer service. Committed followup would have been nice beyond simply granting my request for a refund.”
“Sensor seems amazing. App seems great.
The website, marketing, help files, instructions, information, delivery etc are not. They are actually so bad that I gave up. One example: Website says I will receive one set of items, cover of box notes a second list of items and what I actually received matched neither. Needs a marketing makeover with a theme of simple coordinated information to tell users what to buy and how to use it.”
“Hello. Unfortunately the peg you sent me did not include directions and it also broke when I tried to install. Definitely my mistake. I have not used my Biostrap for a month now for that reason. I was hoping the new design of straps would be shipping by now. Any update or should I try and get the old strap setup again? I will need another peg. Sorry.
Frank Rico”
“I can't get the chest strap to work with your App. It just tells me to connect a wrist strap. I have repeatedly tried through live chat to solve the problem. I was told that the wrist strap is the main product. Nothing else. It has been extremely frustrating dealing with this. Can the chest strap not be used to record information???? I don't know. I deeply regret purchasing this item at this point. Your customer service has been terrible. The chest strap is useless and I wish i had gone with any of the other companies for a hrm product. So much time wasted.”
“Still just as unstable as the original. Pretty ridiculous for something at this point its its development cycle. Like everyone else, I'm still waiting on my new strap. Wish I could recover all $$ spent on this product and buy something else.”
“I received the sensor and will be trying it soon but I am disappointed in how the new bands for the unit have been handled. I was expecting to receive the new band in Onyx but now being told I will get a credit for $25 towards purchasing a band? I paid for the new band style when I placed my order. I don't expect to have to place an order for it when available and to pay anything else towards that. This has not been handled very well.”
“Waited forever for EVO to come out. Ordered when EVO came out and it took forever fir them to fill and then eventually ship them. My wife finally got hers, and I have yet to receive mine. Got an email from Biostrap asking me if I was "still part of their family ?" Really? I replied to the email. Customer Service gave me a tracking number link that linked to nothing. I emailed them about that. No reply. Now I'm being asked to review a product that I have yet to receive. My wife's EVO seems to be working.”
“The hardware is great, but your rotten treatment of a long time customer lost you a customer. I never did get my EVO. See below:I preordered the new EVO band back on August 26 (Order #14329) along with Sleep lab +_Mediation bundle.
On October 23, yoiu asked if I would want it with the old band, or wait until November for new band. Since I have found the old band fragile, falls off, etc, I opted for the new band.
On November 16, I received the following: "
"Hi John,
I see that your EVO shipment was cancelled because we're still waiting for the notification from USPS that your current sensor has been returned to us using the prepaid label that you were sent.
Once it's scanned, your order will move back into the shipping queue."
I had assumed that I would not have to wait without any sensor, and could ship the old one back when new one received.
So I responded :
"Just checking archive and I see you asked a month ago if i wanted to return my sensor even though it would be a month to get a new one. I declined, not wanting to do without Sleep lab, which I was paying for. I would like my Sleep lab subscription cancelled with a pro-rated refund, and also cancel my EVO order and refund."
You responded: "
"Hi John,
We never asked our users to go without their sensors for a month, never.
EVO arrived to us a month ago and we asked users at that time if they'd like EVO with the current band instead of the new one and began the exchange process then, shipping their EVO when their USPS label was scanned rather than their even having to wait for us to receive their sensor back. Never, ever was there any expectation that there would be a month' wait. Never, nor is there one now.
Your Sleep Lab subscription started early. Again, as a show of good faith on our part. Both have been removed from your account and the subscription you had is still in place until 12/27. As indicated in your other ticket, that is through your app store and not through us, so you'll need to cancel through them.
You'll have notification of your cancellation and refund already.
Thank you!"
Sorry, but it certainly looked like you refused to send new sensor until old one returned, thereby leaving customer without Biostrap. And incidentally indicating that you do not trust a long-time customer and user.
Just wanted to get that off my chest. I had always dealt with Caitlin before, and she was always helpful, but now I see your "service" rep is anonymous.
John Sielke”
