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Avantree Poor Customer Service

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I just want to let folks know my experience with Avantree.

  1. I order the Aria Aura Headphone on November 21 with the expected delivery date of November 30th. So far they have charged my credit card and not delivered the headphone. Note this is a preordered item, however no one contacted me about any delay over the expected delivery time. They should never, never had charged my credit card if they couldn’t ship.
  2. Secondly, the Oasis transmitter. I preordered two of them. Their website shows them in stock, but the response I received a couple days ago was that they didn’t have them yet, and that they would not ship until the middle of January. So what am I suppose to think? Is this company just screwed up, or are they blatantly lying to me?

I’ll leave it up to the individual, but it’s not leaving a warm fuzzy feeling for me.

6 people in this conversation6 min readJump to latest

I was really sorry to read of your problems with Avantree. Just to balance the ledger with the positive experience I have had with Avantree, here goes:

I wear (with great satisfaction) Philips 9050 HearLink hearing aids from Costco, with the firmware updated to 1.3.0 for the ability to receive broadcasts. I wanted to transmit the sound directly from my Sony BRAVIA TV (purchased 11 years ago) to my hearing aids using Auracast, avoiding the purchase cost of the proprietary TV adapter from Philips and giving me access to Auracast broadcasts wherever I am wearing my hearing aids (as Auracast becomes increasingly available in cinemas, churches, airports and auditoriums).

On Saturday evening, December 27, I used the Avantree website to order an Audikast 4 Audio Transmitter for Hearing Aids. Total cost (including sales tax and shipping) : US $74.80. The transmitter was delivered this afternoon (December 31). It took me less than 15 minutes to read the clear instructions and install the device. It has worked perfectly since I turned it on – sending crystal clear sounds to my hearing aids, and the sound on the TV set itself can be muted for silence in the room and house in case I am the only TV viewer/listener at the time.

I’m writing this not only to relate my positive experience with Avantree, but to encourage any of you readers who have Auracast-ready hearing aids to consider this wonderful, reasonably-priced way to thoroughly enjoy TV broadcasts with perfect sound. So helpful for films with actors speaking with challenging foreign accents, etc. Check with your hearing aid provider or manufacturer to see if your aids are able to receive Auracast broadcasts.

Happy New Year!

@user990 said:

I just want to let folks know my experience with Avantree.

  1. I order the Aria Aura Headphone on November 21 with the expected delivery date of November 30th. So far they have charged my credit card and not delivered the headphone. Note this is a preordered item, however no one contacted me about any delay over the expected delivery time. They should never, never had charged my credit card if they couldn’t ship.
  2. Secondly, the Oasis transmitter. I preordered two of them. Their website shows them in stock, but the response I received a couple days ago was that they didn’t have them yet, and that they would not ship until the middle of January. So what am I suppose to think? Is this company just screwed up, or are they blatantly lying to me?

I’ll leave it up to the individual

That’s the total opposite of eveyrone else’s experience. Sorry you’re going through that.

I’m taking the liberty to forward your OP to @PhoebeY . Phoebe is the Managing Director @ Avantree who regularly participates on this forum.

Hi, @flashb1024 Thanks for sharing this. I’m really sorry for the frustration — especially around the preorder timing and the lack of clear communication.

The holiday season did put extra strain on shipping and inventory updates, but we should still have communicated more clearly. The “in stock” message on Oasis caused confusion, and that’s on us. We’re fixing this so it doesn’t happen again.

This wasn’t intentional, but I completely understand why it felt misleading. To help make up for the experience, I’d like to offer you 10% off your order as a goodwill gesture. Our team should already be following up, but please feel free to reply here or message me directly and I’ll make sure it’s handled properly.

Sorry again, and thank you for calling this out.

@user990 is the intended recipient of the message I forwarded to you.

Please make the offer directly to@user990.

Happy New Year! Phoebe

In reply to @PhoebeY

Both of these items where pre-ordered items and that seem to be the common thread.

I was only asking for an explanation from your customer service department, and I didn’t get one. As such, I was left wondering if your company is just screwed up or blatantly lying.

I think you are on the right track in that your system is showing inventory for these items that are not currently in stock. That would explain the credit card charge and the misinformation on your website.

I would stop selling pre-ordered items until you can get this issue fixed.

As far as the 10% refund, you can keep it or issue it. It doesn’t matter to me. This is not about money. For me, it’s about honesty and communication.

Normally, I would have just canceled the order, but I really want the product to work for our local square dance groups. I ordered two transmitters that I plan to donate if everything works out well, and will do a write up in the Washington state square dance news letter.

Sadly, your customer service department let me down. All the goodwill you made here at Hearing Tracker kind of went into the toilet. Hopefully, going forward, your company will fix these issues, and your product will allow me to overlook my experience.

Anyhow, everything that needed to be said has been done, and I think we need to let this thread end.

Thank you for explaining your experience so clearly. You’re right to expect better communication, and we acknowledge that we fell short here.

You also correctly identified the issue — there was a mismatch between our preorder inventory status and what was shown on the website. That’s on us, and we’re fixing this internally to prevent it from happening again.

For full transparency on the current status:

  • The 2 Oasis Aura transmitters are in stock and can ship today.

  • The Aria Aura units were preorder items and are currently in transit from Asia to our warehouse. They will ship as soon as they arrive.

If you’re still open to proceeding, please confirm that you’re in the U.S. and share your order number so we can arrange shipment today.

We understand this isn’t about the 10% refund — it’s about trust and communication. We appreciate your honesty and the chance to make this right.

I have purchased several items for Avantree and overall they work well. I have had some problems with some of them but their customer service staff have worked with me to get them corrected. A couple items just would not do what I wanted and the quickly sent a return shipping label and refunded my money. They are doing a good job providing affordable devices for end users. All the companies are struggling to get the newer technology to work smoothly, we just need to be patient and work with them.

I am having hassle with Avantree I emailed support had a reply asking what device although I had put all the information in first email but I sent another email with the information they asked for but I have had no more replies.

I'm still not that impressed with them. They seem to have this reoccurring problem with saying a future product will ship by a certain date and not even coming close to that shipping date.

I'm also not impressed with their $300+ commercial product. As it doesn't seem to be able to broadcast in both hi and low fidelity at the same time. That's a real pain in the fanny. Since most hearing aids can't do hi fidelity and ear buds are set to use only hi fidelity.

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