HearWell Reviews 314

Reply from HearWell

9 hours ago

Dear Jack,

Thank you for the wonderful review!

That is such valuable advice for anyone considering hearing aids. The adjustment period is real, and your experience shows exactly why sticking with it makes all the difference. We're so glad it paid off for you.

If you ever need anything, we're always here to help.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

9 hours ago

Dear Sophie,

Thank you for your review!

"Still early days, seems promising", that's a great sign. The best is yet to come as your ears continue to adjust.

If you need any guidance along the way with settings or fit, don't hesitate to reach out, we're always happy to help at [email protected].

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

9 hours ago

Dear Allan,

Thank you so much for the lovely review! That's exactly what we aim for. And it's great to know you feel confident reaching out to us whenever you need to. We're always here for you.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

9 hours ago

Dear Paul,

Thank you for the fantastic review, Paul!

It's great to know you're making the most of the different adjustments, and we really appreciate the recommendation.

If you ever need any support, we're just an email away.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

8 hours ago

Dear Customer,

Thank you for your review. Unfortunately, without any order details or specifics, we are unable to identify your case and verify the claims made.

What we can say is that if you received a 75% refund along with return postage covered, that actually tells a clear story. When a case falls within the scope of our 45-Day Better Hearing Guarantee, customers receive a full 100% refund. A 75% refund means your case was assessed as falling outside the scope of the guarantee, and despite that, we still offered a significant goodwill refund well beyond what we were obligated to provide. That is not the action of a company that "tries not to refund any money."

You describe our replies as "AI generated." Our customer support team responds to every case individually, with questions and guidance tailored to each customer's specific situation. If the responses felt structured and thorough, that is because our team follows a consistent process to ensure every customer is treated fairly.

We would genuinely welcome the opportunity to look into your case further. If you could provide your order number or the name associated with your order, we will be happy to review it. You can reach us at [email protected].

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

8 hours ago

Dear Jon,

Thank you for the lovely review!

It's wonderful to hear that the hearing aids have made such a difference for your relative, being able to hold conversations clearly and enjoy the TV at a comfortable volume are exactly the kind of everyday improvements that matter most.

We're glad the communication and support have been positive throughout, and we really appreciate the recommendation. If you or your relative ever need anything, we're always here to help.

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

9 hours ago

Dear Rebica,

Thank you so much for sharing your experience!

It's lovely to hear that your mother finds the hearing aids comfortable and easy to use, and that her ability to hear conversations has improved so much.

And thank you so much for the recommendation, that really means a lot to us. If your mother ever needs any support or guidance, we're always just an email away.

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

A day ago

Dear Kenneth,

Thank you for the lovely review! We're glad the updates kept you informed throughout, and it's great to hear you were pleasantly surprised by how comfortable they are.

"Give them a try, you won't be disappointed", we couldn't have said it better ourselves. If you ever need any support, we're just one email away.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

A day ago

Dear David,

Thank you for sharing your experience! £3,200 from a high street audiologist versus HearWell, we're glad you found a solution that works without the wait or the price tag.

It's great to hear you're already finding the right settings, and the fact that you're thinking about trying a smaller dome shows you're doing exactly the right thing. If you'd like any guidance on dome sizing, don't hesitate to reach out, we're always happy to help you get the best possible fit.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

A day ago

Dear Elaine,

Thank you so much for your kind words! "A fraction of the cost of Boots" with clear, detailed guidance and prompt customer service, that's exactly the experience we aim to provide.

We're really pleased to hear that any issues were resolved quickly and thoroughly. If you ever need anything in the future, we're always here to help.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

A day ago

Dear Mary,

What a wonderful review, thank you so much for sharing this. We're sure our Mary will be delighted to read it!

What really stands out is your honesty: you recognised that the fit issue was down to your ear canals rather than the product, and you gave the process a fair chance. That's exactly the kind of experience our support team works hard to provide, genuine help, honest guidance, and a fair outcome whatever direction the case goes.

We truly appreciate your kind words. If you ever need anything, you know where to find us!

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

A day ago

Dear Peter,

Thank you for your review. We would like to respond factually so that anyone reading along has the full picture.

You reported that your left hearing aid was not producing any sound shortly after delivery. Within the same period, you invoked the 14-day cooling-off period and explicitly stated you did not wish to engage in any email correspondence. When we later reviewed photos of the product, received less than a week after delivery, our technical team confirmed that the charging contacts showed visible signs of deterioration and surface wear. Our products go through multiple quality control checks before dispatch, and our technical team assessed this type of wear as inconsistent with normal use over such a short period, indicating handling damage rather than a manufacturing fault. In that context, a small number of diagnostic questions were necessary.

You describe those questions as "condescending" and designed to "frustrate you into giving up." They were standard diagnostic questions, the same we ask any customer reporting a technical issue, and the correspondence was brief. Terms and conditions exist so that every case can be assessed objectively, based on evidence rather than claims alone. Without them, there is no framework to ensure customers are treated fairly, and fairness is exactly what they are designed to achieve.

Despite our technical team's finding, we still offered you a free one-time goodwill replacement unit at no cost, so you would not be left without a working set of hearing aids. That is not the action of a company trying to avoid responsibility. It was a genuine gesture to resolve the situation fairly, even when the evidence did not support a warranty claim.

That offer still stands, please contact us at [email protected] to proceed with the replacement.

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

A day ago

Dear RK,

Thank you for the recommendation! "Small yet powerful", we love hearing that. We're glad your mum is happy with her aids, and if she ever needs any support, we're always here to help at [email protected].

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

2 days ago

Dear Shashana,

Thank you for sharing your experience. We're sorry the hearing aids did not work out for you, and we would like to respond openly so that anyone reading this has the full picture.

You tried the hearing aids for two days before requesting a return. We understand that you found the experience uncomfortable. However, two days is unfortunately not enough time to constitute a genuine trial. With any hearing aid, there are many variables involved, dome size, listening mode, volume level, and wearing technique, and working through these combinations to find what suits your hearing profile takes time. This is precisely why we offer a 45-day trial rather than a 7-day one. Two days simply does not provide enough time to properly assess whether the product can work for you.

The symptoms you describe, the loudness, tinny sound, and picking up background noises, can usually be resolved with the right fitting and setting combination, alongside time to let the brain adjust to new sounds. This is a normal part of the process with any hearing aid, and it is exactly what our support team was trying to help you work through.

You mention being asked "many many questions." Our 45-Day Better Hearing Guarantee is a supported trial, and in order to fairly assess whether a genuine trial has taken place, we need to understand what was tried, what wasn't, and whether adjustments could improve the experience. Without this, there is simply no way to properly evaluate the outcome. Our agent asked these questions to help you — not to obstruct you. In fact, from our records, you initially engaged with our team constructively and provided helpful detail, which we genuinely appreciated.

You describe the process as "pushing the time towards the 45 day limit." We want to be very clear: if a return request is made within the 45-day period, it remains valid even if the assessment process extends beyond that timeframe. There is no incentive for us to delay, and we do not penalise customers for the time the assessment takes. The 45-day clock protects you, not us.

We also want to point out that your case is still very much open and actively being reviewed by our team. Your refund request has not been rejected. This review has been posted while we are still in the process of working with you to find a fair resolution, which makes the accusations of being a "scam" particularly difficult to understand.

Your case remains open, your request is being looked into, and we are happy to continue working toward a fair outcome.

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

2 days ago

Dear Cliff,

Thank you for taking the time to share your feedback. We appreciate you raising your concerns, and we would like to respond transparently, both for you and for anyone reading along.

You purchased two sets of hearing aids and, by your own account, used them for a couple of days while watching TV before deciding they were not suitable. We understand that can be disappointing. However, with any hearing aid, a fair assessment requires consistent use across a variety of real-world environments over a reasonable period of time. A couple of days in a single setting does not provide the opportunity for that.

The issues you describe, screeching when pressing the button and interference when placing hands near your ears, are well-documented and have straightforward explanations. The button changes listening modes and volumes, and pressing it while the aid is seated in the ear can produce temporary feedback. Similarly, placing hands near the ears blocks the microphone, which causes acoustic feedback, this is standard behaviour with any hearing aid and is not a defect. Our agent explained this in detail and provided video tutorials and fitting guidance to help resolve both issues. Unfortunately, none of these suggestions were taken up.

You mention being asked a number of questions when you simply wanted a return address. Our 45-Day Better Hearing Guarantee is a supported trial, and in order to fairly assess whether a genuine trial has been carried out, we do need to understand whether simple adjustments could improve the experience. Without this step, there is no way to properly verify the outcome. The questions our agent asked were solely for this purpose. This process, along with our full refund policy and terms, is clearly outlined on our website and available to review at checkout prior to purchase. It applies equally to every customer.

Regarding your wife, we understand she has very small ear canals and found the in-ear style uncomfortable. Our agent asked about this specifically to document the suitability issue and move things forward, not to create obstacles. Unfortunately, these questions were also dismissed.

You describe our company's attitude to returns as appalling. We would respectfully offer a different perspective. Our agent responded to every message with patience, detailed guidance, video tutorials, and clear explanations throughout. In return, questions went unanswered and we received multiple follow-up emails within days, rather than engagement with the support being offered. We follow the same fair and consistent process for every customer, and it would not be right for us to set aside our policies simply because a customer is dissatisfied with the outcome. That consistency is what ensures every customer is treated fairly.

Despite this case falling outside both our guarantee and UK consumer law, as the hearing aids function correctly and are not faulty or misdescribed, we still offered a partial refund on both sets as a gesture of fairness. That offer remains on the table, and you are very welcome to get back to us at [email protected] to discuss this or any other questions you may have. We are always happy to help when the conversation is constructive.

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

2 days ago

Dear Barbara,

Thank you so much for the lovely feedback!

We're thrilled to hear you're happy with the hearing aids, and it means the world to our team to read that you "cannot praise them enough." Helping customers get started with confidence is something we take real pride in.

If you ever need anything at all, we're always here. And if you know anyone else who could benefit from clearer hearing, feel free to recommend us, it's the biggest compliment we can receive!

Warm regards,
Leila
HearWell Customer Care

Reply from HearWell

2 days ago

Dear Daniel,

Thank you for taking the time to leave your review. We would like to respond clearly and factually, both for you and for anyone reading along.

Our HearWell Comfort is clearly stated on our website as being designed for mild to moderate hearing loss. This information, is prominently displayed on our product page prior to purchase, precisely so customers can assess suitability before ordering.

Your own Specsavers hearing test report, which you kindly provided to our support team, confirmed that your left ear has significant hearing loss, a level our product is simply not designed to support. This alone means the hearing aids could never have delivered the full experience you expected on that side. To put this in perspective: it is similar to purchasing over-the-counter reading glasses when your vision requires a much stronger prescription, and then concluding that the glasses "don't work." The glasses do work, they are simply not designed or intended for that level of correction.

As for your right ear, which does fall within the moderate range and could benefit from our product, our support team identified from the photos you sent that the hearing aids were not seated correctly in the charging case, which would directly affect battery life and performance. We provided a clear troubleshooting guide and video to help resolve this, but you declined to try any of it and instead packed the product up and requested an immediate refund. This means the one ear that could have benefited was likely never functioning at full capacity due to improper charging — and that was never investigated or ruled out, because the support we offered was not taken up.

Regarding the goodwill payment: we were under no obligation to offer any refund in this case. The product falls outside suitability for your level of hearing loss, which is clearly communicated on our website, and the support process was not completed. Despite this, we still offered a goodwill resolution as a gesture of fairness. Describing this as being "conned out of £100" does not reflect what happened.

We understand that every customer hopes for the best outcome, and we genuinely wish the product had been the right fit for you. However, we cannot set aside our policies each time a product is purchased without verifying suitability beforehand. Our 45-Day Better Hearing Guarantee, our product specifications, and our refund terms are all clearly outlined across our website, and they exist to protect both our customers and our business.

We remain available should you wish to engage with the support originally offered.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

2 days ago

Dear Ronni,

Thank you for your feedback. We would like to respond clearly and factually, both for you and for anyone reading along.

Firstly, we must address the claim that you received "not one email response." This is simply not accurate. Our records show multiple detailed responses from our support team to both you and your wife, including product guidance before purchase, onboarding support, and audiogram analysis. In fact, due to both of you contacting us separately using two different email addresses and submitting multiple contact forms, sometimes on the same day, your case was handled by two different support agents across several overlapping tickets. As we advise all customers, submitting multiple tickets across different channels moves each enquiry to the back of the queue and creates confusion, which can understandably feel like a lack of response. A single email thread is always the fastest way to receive support.

Regarding your experience: prior to purchase, we explained both our HearWell Comfort (in-ear, £149.99) and our HearWell Connect (behind-the-ear, with Bluetooth, the feature you originally enquired about). The Comfort was ordered by you before that guidance was reviewed.

After reviewing your wife's Specsavers audiogram, our team identified that she has asymmetrical hearing loss, with severe high-frequency loss in the left ear. The HearWell Comfort is designed for mild to moderate hearing loss and is clearly stated as such on our website. With this level of loss in one ear, the product was never going to deliver the expected results on that side, and this is precisely why it felt as though the hearing aids were not working.

The right ear, which falls within a range that could benefit from the product, was never given a fair opportunity. You confirmed in writing that your wife "only tried them for a few mins" before deciding she could not cope with the in-ear style. A few minutes is not a trial, and a preference for a different form factor is not a product fault.

Our 45-Day Better Hearing Guarantee has never been advertised as "no obligation." It is a supported trial designed for customers to genuinely assess hearing improvement over a reasonable period. The full terms are clearly stated on our website prior to purchase.

You are right about one thing: customers with complex or significant hearing loss who are not prepared to engage in a fair and supported trial should exercise caution before purchasing any over-the-counter hearing aid, including ours. That is not a flaw in our product or service. That is exactly why we clearly state the intended hearing range on our website and why we offer a structured support process to guide every customer.

We remain available and very willing to help find the right solution. We would kindly ask that you continue this conversation via a single email thread at [email protected] so we can assist you as efficiently as possible.

Warm regards,
Joanne
HearWell Customer Care

Reply from HearWell

2 days ago

Dear Ben,

Thank you for your honest feedback! Finding the right settings for different situations is all part of the adjustment process, and it's great that you're taking the time to explore them.

It's wonderful to hear you found the instructions and videos helpful, that's exactly why we created them.

If you'd like any guidance on which settings work best for specific environments, don't hesitate to reach out, we're always happy to help you get the most out of your hearing aids.

Warm regards,
Joanne
HearWell Customer Care