“Delivery was delayed. Then my wristband worked intermittently, and the support tool was very slow. The individuals were always friendly, I don’t blame them, I think Biostrap must need a larger staff or a better system. In a month, I had 4-5 tickets open.
I also purchased the sleep and meditation labs, but had to contact Biostrap myself about gaining access. After gaining access, there were no instructions about where in the app to locate them, or how to use them in advance, and their location was not intuitive. I never got to use either, as it took so long to gain access and then my armband quit functioning properly shortly thereafter.
Ultimately, I chose to return my set for a refund.
I loved the depth of data when I did have access to it, loved the clip-on activity tracker, and loved that it could be used on airplane mode.
I would love to try Biostrap later on as it works out the kinks in its customer-facing communication!”
“Horrible customer service - returned my EVO sensor. Customer/tech support took 3 weeks and several emails, Facebook posts, and Facebook messages to respond to my requests for support. Issue was never resolved, so I returned my EVO and will find another company.”
“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”
“I had a very poor experience with the customer service team..and was extremely disappointed in how it was handled. This was my first time ordering from Biostrap and planned on purchasing much more health enhancing devices and referring. HR monitor works okay, really like the HRV but I will be returning and going with a different brand due to a poor experience with the customer service of Biostrap.”
“This is my second Biostrap and I truly appreciate the depth of the information given. The one thing I have a concern with is the battery life of the device. The first one I had lasted a couple of days before I had to charge until the last few months when it drained very quickly. The one I just received is draining a lot faster than the first one and I've set it to minimal biometric readings. It's a great device and one I highly recommend but the battery is an issue.”
“The band and shoe pod are extremely accurate and the app gives a lot of great insights. The only reason I gave it a 3 is because you cannot get data in real time and it takes a few minutes for your data to upload to the app. If you want to know your analytics you have to go into the app to see them on your phone. It would be great to have a screen on the band to view some real-time data”
