Complaints

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received product on Feb 23, 2024. Reached out to their customer support form on 3/3/24 requesting a refund and to return the product, their auto response stated Due to high volumes, we will get back to you within 3 - 5 business days. as of 3/18/24 I hadnt heard back so reached out again via email. Now 3/19/24 and 16 days after I originally requested a return I would like to get the return started ASAP so I can return the product and get my money back.

  Business response

  03/22/2024

  We apologize that this consumer experienced a delayed response. We can confirm that the refund process has been started and customer has been sent a return label to initiate the return. 

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Evie **** the day it came out in November as a pre order. I was extremely excited because it looked like a very good wearable device for tracking. I received my ring right on time and wore it consistently for about a month. After that first month one day it just went completely haywire and loses its charge almost instantly. I issued my complaint almost a week ago and have had silence. I was willing to get an exchange at that time and they said they would be in touch but I have heard nothing. I dont know what my recourse is!? I would very much like my money back but they havent responded to anything. Seems like a pretty straightforward ask of me to get my money back for a device that does not work.

  Business response

  03/25/2024

  We apologize for the delay in responding to this customer's return request. This customer was notified and return process was initiated on 3.21.24.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an Evie ***** produced by Movano, on Jan. 4, 2024 and was charged $269. My order number is #*************.There are numerous complaints online about the company missing its shipping deadlines, starting in late January. The last communication from the company to customers was in February, when they said they expected 75% of all orders to be shipped by March 1 and the remainder by March 15. It is now March 18 and the company has turned off comments on its social media and is not responding to emails from customers. I have sent several emails seeking an update on the status of my ***** and finally on the 15th emailed them for a final time saying that I want a refund. They have not responded.

  Business response

  03/29/2024

  We apologize that this customer was frustrated with our shipping timelines. We refunded this customer's order on March 20, 2024. 

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for the **** ring in November with the company stating that the product would be shipped in January. When the date approached that the company was supposed to ship the product, they stated that shipping would be delayed until March 15. The 15th passed with no word from the company, no shipping confirmation, no extension of the shipping date, no communication whatsoever. They charged my card in November and still have not produced a product or even a response. This is unacceptable!!

  Business response

  03/18/2024

  We are sorry to hear this customer has had a negative experience. We are unable to locate their order from this email address and the order number is not included in the attachments. Could you please ask this customer to send their order number so we can look into this more closely?

   

• Initial Complaint

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered an evie **** on launch day. Was promised a **** by January. Just received **** this week. The **** is too big for me, does not do what was promised in all of their marketing and advertising, the data it collects is wildly incorrect and they are completely igno**** all requests from customers and just send automated responses. I want to return before it is too late and dont want to wait weeks for a refund and response like other customers have had to do.

  Business response

  03/16/2024

  We are sorry to hear this consumer was not satisfied with the Evie ***** We received her request for return on Feb 28, 2024 and started the return process on March 1, 2024. Her purchase was fully refunded on March 12, 2024. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Was sent defective product, initiated return. Returned product was received 7 days ago and no one has responded to my emails concerning when I should expect said refund.

  Business response

  03/01/2024

  This customer's purchase was refunded on *******. Please let us know if you require any additional information.

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I *****ed the Evie **** and sizing kit on 1/12/2024. I recieved the sizing kit on 1/23/2024 and confirmed my size on color on the Evie ***** portal. On 1/26 I emailed customer service asking for an ETA on the shippment of the ring. On 1/27 customer service responded and said their system had not updated my *****ed (size and color) and if it wasn't in the system by Monday they would update it for me. On 1/29 CS responded that my ***** had been updated but gave me no ETA on shipping. On 1/29 and 1/30 I asked again on a ETA, on 1/31 CS responded "all *****s place before 1/19th will be shipped by 2/20 and will recieve confirmation once it's shipped. Since ***** the ring on 1/12 but I confirmed my size and color on 1/23 I wasn't sure if I fell into this window so when I inquired again CS responded "we are not able to provide you an exact shipping date for your ***** at this time, please know that we're working to get your Evie **** shipped over to you and on finger as quickly as we can. We greatly appreciate your patience as we ramp up our production. When I purchased the ring I was lead to believe I would recieve the ring in a reasonable amount of time (within a month..). I've read post on FB and others that have purchased the ring have also not received there ring nor know when they will. I have no product nor an estimated time I may recieve this ring. I would like to have an estimated time that my ring will ship and be compensated for the loss of interest I've lost on my investment while waiting for it to ship. Had I know it would have taken so long I would have either purchased another device and or, held my money until **** could ship there product in a timely manner and as advertised

  Business response

  02/07/2024

  We are sorry this customer experienced frustration with our shipping timelines. 
  
  Movano Health launched the Evie **** on November 20, 2023 via our website eviering.com and informed consumers on our website, on our social channels and via email that all orders placed in November would ship in January, ****. In early January we communicated to all customers that rings would start shipping in the third week of January (January 22) beginning with November orders, and that our expectation was that all orders placed by January 19 would be shipped by February 20. They continue to ship in increased volumes every day.
  
  This customer placed their order on January 12 and may not have been aware of our shipping timelines at the time of purchase however it is clearly marked on our website. 
  
  The timeline of all our correspondence with this individual is included in her complaint however additional detail is outlined below for clarity. Also please note in her complaint she states that she expected her ring within a month but filed this complaint 22 days after ordering, and four days after she inputted her size and color preference. 
  
  1/12/24 Customer ordered ring.
  1/16/24: Customer emailed asking asked when sizing kit is arriving. Also asked to change ring color from gold to silver.
  1/16/24: CS informed customer color is updated and sizing kits are shipping ASAP (with 1-2 days shipping).
  1/19/24: **** sizer shipped.
  1/23/24: Customer received ring sizer.
  1/23/24: Customer emailed with issue submitting ring size.
  1/24/24: CS responded with correct order number.
  1/26/24: Customer confirmed order number worked and size submitted. Asked when ring would arrive.
  1/27/24: CS informed customer we did not see ring size update and to allow until 1/29 for the update to take effect.
  1/29/24: CS informed customer that CS updated her ring size and color.
  1/29/24: Customer asked about ring ETA.
  1/31/24: Customer asked again about ring shipment.
  1/31/24: CS informed customer about orders shipping in order they're received. All orders by **** 19th to arrive by Feb. 20th.
  1/31/24: Customer asked for clarification. Since she placed her order before 1/19, but confirmed her ring size after 1/19, would she get her ring shipped by Feb. 20th.
  2/1/24: CS informed customer we're not able to provide exact ship dates for individual orders, but we're ramping up and shipping rings as quickly as we can.
  2/1/24: Customer sent series of questions about ship timeframe, shipping guarantees, compensation for misleading advertising.
  2/2/24: CS informed customer we're building, testing and shipping rings every day as we ramp up our production. We're not able to provide a more granular timeframe for shipment. 
  2/2/24 - Complaint filed with BBB.
  
  Regarding resolution of this claim, it is unclear what this consumer would prefer. She has not requested a cancellation/refund through our CS department, something we can do straight away. For information around her order, we have provided everything we have at this time and again, if that is unsatisfactory, we are happy to refund her money in full. 

  Customer response

  02/09/2024

   
  Complaint: 21235139
  
  I am rejecting this response because: I looked over my orginal order and the shippment window was not clearly stated when I ordered.  This is also supported by reply responses from **** on their ******** page as well as the multiple ********s that also were "confused" as to when their rings would arrive.  I have not requested a refund from **** because I do not want one.  What I want is to know my ring will be delivered by the Feb. 20th since I ordered it before the 1/19 as it now states on their website.  I would also like to point out I paid for my ring on 1/12 and order the ring sizer before I ordered my ring.  I receieved the ring sizer on 1/23 and immediately went in to the **** ****** and confirmed my ring size and color however there was a problem with ****'s ****** (substantiated by the **** ******** service rep.) ********** my size and color confirmation were not confirmed into there ****** until 1/29.  As I mentioned, I have been following the **** ******** page and from what I've read I am not alone in my concerns as to when my ring will be delivered.  There are others that have not received there rings and ordered in Nov. 2023.  Given what I've read and from my own experience I don't feel I have been out of line to escalate this complaint.  I would like to point out that I find it misleading that numerous Influencers have had no problem receiving a ring so they can and have praised the rings virtues however delievery to the general public has been limited at best.  I will closed my case once I get my ring which if I'm to believe what ****'s website now states and ******** support has said will be on or before Feb. 20th.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 20, 2023 I purchased the new Evie **** by Movano Health. They did not disclose exact shipping date initially. They charged me for it and it was paid. I reached out over the weeks via email about shipping dates and they would respond 2-3 business days they would ship mid January. Early January they posted on their Instagram page they would ship ****s January 15th ****. That post was deleted when January 15th came and went. I have since reached out to both Evie **** support, Evie **** instagram, and Movano Health to cancel my order for a full refund and I have heard nothing back. Many many people appear to be very dissatisfied and wanting to cancel because they still have not shipped any ****s.

  Business response

  01/27/2024

  We are sorry this customer experienced frustration with our shipping timelines.
  
  Movano Health launched the Evie **** on November 20, 2023 via our website eviering.com and informed consumers on our website, on our social channels and via email that all orders placed in November would ship in January, ****. In early January we communicated to all customers that rings would start shipping in the third week of January (January 22). We then emailed all consumers who had ordered on January 22nd that orders had begun shipping. They continue to ship in increased volumes every day.
  
  Below is the timeline of all our social and customer service correspondence with this consumer and attached are visuals of all these communications as well. Please note their order was cancelled and refund initiated on January 23, ****. 
  
  11/20/23: Customer emailed and asked for 10% discount to be applied retroactively to her order.
  11/21/23: 10% discount applied, and email reply sent.
  1/4/24: Customer emailed asking when her ring should ship.
  1/8/24: **************** replied with estimated third week of Jan shipping start date.
  1/17/24: Customer emailed claiming she had not yet received a shipping notice and would like to cancel her order.
  1/19/24: Customer reached out on Instagram stating that nobody had responded to her from customer service. Social team replied that they would follow up. 
  1/21/24: **************** emailed to inform customer that rings had started shipping and to confirm the cancellation request.
  1/23/24: Requested that we cancel. Suggested in this correspondence that she would be contacting BBB. 
  1/23/24: Order cancelled. Customer notified via email that her order had been cancelled and that refunds are typically processed in 2-3 business days.
  1/23/24: Complaint filed with BBB.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩