"Outstanding Fit"

Outstanding Fit, Quality, and Style!

I’m absolutely thrilled with my snugs! The quality is top-notch, and the fit is perfect. They provide great support and comfort, making them my go-to for any run or exercise session. I’ve never felt more confident in my gear! The service was incredibly quick, especially considering they are custom-made, and the customer support was helpful and attentive. On top of that, they look super smart, and the packaging was sleek and professional, which really added to the overall experience. I honestly won’t exercise with anything else now. Highly recommend these to anyone looking for the best!

"Poor quality and overpriced"

Original review:

Poor quality, incorrectly customised, overpriced earplugs and poor customer service

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Response 14/2

Thank you for your reply. I actually don’t know if I was aware that I only had 30 days to refit the earplugs at the time, but I accept that this was my responsibility.

Your policy and my delay in completing the refit process do not alter the fact that the product was faulty and unfit for purpose on receipt, that you know this to be true because of our correspondence at the time and that you are still keeping my money for nothing, and offering me no recourse unless I pay you more, even though you never actually supplied the customised product I ordered, despite having moulds of my ears.

It seems to me you are wielding your policy as a blunt instrument without regard for the specific circumstances. While you are free to do this, that doesn’t make it right.

Since you bring up the terms and conditions of sale, the product is still covered by your warranty, which covers manufacturing defects but, according to you, the earplugs failing to match the moulds doesn’t count as a manufacturing defect. A search for a definition of manufacturing defects yielded the following:

‘A manufacturing defect is a deviation from the intended quality and specifications of a product that occurs during the manufacturing process. A defect can consist of a wide range of issues, from inaccurate dimensions and surface imperfections to problems arising from subpar materials or errors during assembly.’

Seems to me that having a specific mould of the dimensions required for the product and then producing an item that doesn’t fit would very much constitute a manufacturing defect.

Anyway, people can read this, your other reviews and responses and take into account your overall Trustpilot score (2.8/5 at the time of writing) and draw their own conclusions.


Response 13/2

Thank you for your reply, but please do not misrepresent the situation. I did not contact you asking for a refund after all this time. I ended up requesting this, based on your warranty, which you are not honouring, after you wouldn’t resume the refit process I initiated soon after the purchase of the earplugs and said I would have to pay around 60% of the original price (~£90) of the earplugs again. I contacted you initially just to get the earplugs refitted.

Naturally, I don’t want to pay even more to fix something I never used. You are, of course, free to determine whatever returns and repair policies you like, but ultimately these issues are discretionary and given that you confirmed that you were made aware of the fault directly after purchase, I don’t think charging me the same as people who are looking to replace your product because they are happy with it is reasonable.

As I can see from the other reviews here, poor fit seems to be a common and ongoing issue with your product, which I find surprising, because having had many customised earplugs made elsewhere in the past, I’ve never had to have them refitted before.

I asked you and your colleague what the time delay on completing the refit process had to do with whether or not I should be charged even more and you never provided any explanation or reasoning for this.

I’m not sure what you mean about replying to your last email, the last email in our correspondence to date is from me. It’s not clear to me that you do want to resolve this when the only option you’re offering me is to pay you even more for something I already paid for.

Ultimately, you’re keeping my money without providing what I paid for and are now going to make a lot less money from me going forward than you would have had you performed a good faith refit at no cost to fix your error.

"Stay far far away from Snugs"

Stay far far away from Snugs. You will not get what you purchased. Quality is poor. I ordered two pairs of tights black & green in Dec. 2024. Online the quality looks amazing. It took an entire month to receive my package. The tights look like something I would see at a Dollar General, Family Dollar, heck even the Dollar tree. I was sent a pair of black & tan tights that are not the butt lifting tights that I purchased nor the color. Don't waist your money with this company.

"Far from a 'Snug' fit "

Awful customer service once an issue is raised. Leaving this review in the hope of actually getting a reply

To say I am disappointed with these would be an understatement. They are not as deep as the moulds I provided so feel like they will slip out even in 'dry'.
The snug also doesn't fit my ear properly and create a proper seal in water, allowing in a tremendous amount of water, so it's effectively like not even having them in.
When kicking off during a swim, the 'snugs' almost fall out of both ears due to how poor the seal is.

As the cherry on top, the cable connecting them isn't long enough and when taking a breath, it feels like it's being tugged on. My partner has a set of snugs (hence me hearing about them) and hers are NOTHING like mine (I don't mean how they look as I know ears are unique) her cable is also about 2.5 inches (at least) longer than mine and go far deeper into her ear.

As is, these are absolutely unusable, so I either want a refund or for them to be remade properly. I don't know how they made it past quality control.

"I ordered a package that said it would…"

I ordered a package that said it would get here on December 23rd and still have not got my package. It is starting to feel like a scam and I have wasted my money.

"Absolutely perfect."

Michelle & Emma are the best! – I finally received my snugs in the post on Saturday and they are perfect, Emma & Michelle went the extra mile to get my Snugs before my main gig and delivered! They also managed to get my snugs in a colour i didn't think was possible, which is really awesome!

The only reason for 4 stars vs 5 is I really didn't feel my email correspondence with Sarah was very positive or empathic, instead felt very blunt and robotic in comparison to the warm positivity id previously had from Emma & Michelle; I'm very thankful that Emma & Michelle were available to chat to on the phone as they understood my individual needs and put my mind at ease.

Delivery was a day out of the 10-15 stated business days, which in my eyes is completely fine, so great job everyone - I will be purchasing again soon.

"Earbud lost owing to bad fit and no "lock""

SO I've got what the Snuggs rep described as "tricky ears" as I had plastic surgery on them as a child and it wasn't done with fitting in ear buds in mind. From the day they arrived, fitting my samsung galaxy buds pro earbuds in them was dicey as they kept slipping out. Snuggs customer services simply stated they should fit and suggested perhaps I hadn't put them in properly so I persisted and eventually got them to stay in the silicone... happy days. As time moved on I kept finding the earbuds slipped out the silicone and nothing would 100% secure them making me paranoid about wearing both earbuds when out walking in case one slipped out. Today was walking along when finally the right bud slipped out and went under a train at my local train station. Snuggs response to this was to offer me a purchasable replacement despite me telling them the bud itself went under a train. The biggest problem they have is the buds aren't secured well into the silicone and they don't intend to change this. I really see this as a bad design and one they need to sort before I'd consider going down that path again. One thing I will say is the silicone is very comfortable but the whole process is overly expensive and not a great end result in my honest opinion. I will say this purchase happened in 2022 and I barely used them for 2 years mainly out of fear of them falling out!

"Snugs are such a fantastic product!"

Snugs are such a fantastic product, and the customer service is outstanding. I have used Snugs on several different earphones for many years now. I would never go back to using earphones without them. Great for running and the gym. I can wear them for hours in complete comfort. I recently bought some new Snugs for a new set of earphones and I felt they needed a slight adjustment to make them perfect. The Snugs customer service team were fantastic. I dealt with Michelle H and she was great. Highly knowledgeable and communicative, and sorted the adjusted Snugs for me very quickly. Thank you!

"Snugs are a complicated and costly experience "

The acquisition of a pair of Snugs can be an intricate and costly ordeal, far from the ideal gift one might imagine.

A well-meaning gesture from a friend, intending to enhance my annual month-long kite surfing escapade and mitigate my susceptibility to ear infections, quickly spiraled into a complex and financially burdensome saga. Initially, the requirement to obtain personalised ear impressions for the Snugs introduced an unexpected financial twist: a seemingly straightforward £50 appointment escalated to £100 due to unforeseen ear cleaning.

Eager to optimise my Snugs for water use, I chose a waterproof headset compatible model from their extensive selection, which added another £89 to my expenses. Despite prompt communication from Snugs initially, my excitement dwindled as logistical delays emerged. The projected 15-20 WORKING DAYS delivery period misaligned with my holiday schedule, and my attempts to expedite the process were met with silence. This delay revealed a capacity issue within the company, unable to meet demand efficiently, leaving me to venture on my holiday WITHOUT the anticipated Snugs, incurring a total unexpected outlay of £189 on top of the Snugs’ price of £182, against a gift voucher of £170.

Furthermore, the headset’s operational dependency on a direct connection to my iPhone watch, contrary to my expectation of wrist-based control, raised concerns over potential loss during kite surfing activities. This gift, initially perceived as thoughtful, transformed into an entanglement of financial and logistical frustrations, underscoring the hidden complexities and costs associated with Snugs. I strongly advise against gifting Snugs vouchers, as they inadvertently impose a series of expensive and complex requirements on the recipient to fully utilise their gift. VERY FRUSTRATING ALL ROUND!!!

"Very Disappointed - Waste of Money"

Bought a pair of Snugs go (for Apple Airpods Pro) and I have to say they're awful.

1) The right ear fits ok, but not the left
2) Sound quality is reduced
3) They create a constant whistling noise
4) The left one has already started to split despite only having removed it (to charge Airpods) only a couple of times.

I've gone back to using the 'out the box' Apple tips.