XR Brands  Avis 10

Always had great experiences with XR brands products. Great selection and they provide clear helpful product information, so I know I’m choosing the right product for me. :)

I have 4 products from XR - two bought from them directly and two that I bought through other sellers and only discovered later were actually XR products. They're all great! One of them is my favorite toy, even compared with MUCH more expensive comparable products. Shipping was also super fast and discrete. I'll definitely be coming back!

Laura N is a threat to all freelancers. Her narcissistic behaviour, paired with her attitude, poses a huge threat to any and all freelancers. She doesn't respect or know boundaries, and you will meet with retaliation if you give her a no. Definitely a bad image for a company

Worked briefly with Laura N. and her brand, extremely disrespectful toward freelancers. I was questioned for billing a standard training call and pressured to justify basic project time. Communication was passive-aggressive, and after setting boundaries, I was met with retaliation. I would not recommend working with them in any capacity.

This company is great ! I love the wide range of products they offer for every single person! And definitely the customer service experience was amazing!

A great selection of items and brands! Customer service is helpful, I’ve purchased their items from other stores but I love purchasing directly from them, friendly and helpful service and I love that they have a warranty on their items. Once in a while I may have come across a defective item but they’ve always been able to rectify it for me, I’ve been a fan of the Master series for years!

The product I ordered arrived today. It uses a magnetic charging cord to charge the internal battery. The cord is provided with the product. However, the cord packaged with this unit has no magnetic attraction whatsoever. There is no magnet. There is nothing to keep the electrical contacts touching.

I was able to jerry-rig a temporary charging arrangement using Scotch tape but that is not an acceptable solution.

I contacted XR using the Chat facility on their web site (phone contact was not offered). I explained the problem to the representative. Rather than responding to my inquiry on the chat, he said I needed to wait for him to send an email. A while later I received the email which stated that nothing further could be done unless I provided a photo or video showing the defect. Well, how exactly do you depict a lack of a magnet with a photo? I did, however, send a photo of the Scotch-tape jerry-rig.

Now I'm told that I need to wait 1 to 3 days for "the warehouse" to review the situation and decide whether they can send me a new cord. Meanwhile, I can't use this new (and pricey) device I bought, because I may have to return the entire thing.

This is strictly amateur hour. XR should not be shipping out such clearly defective products. And when there is such a simple solution, the customer service rep should have authority to go ahead and order a replacement charger cord without having to go through a bunch of hoops and making the customer to wait days for a response. And I do not know yet whether XR is actually prepared to honor its warranty and send me a working cord.

Very doubtful that I will take a chance on this company again. Be warned.

UPDATE: After waiting another day, the customer "service" rep says that the warehouse has another cord available, but I have to confirm the correct shipping address. (As though I had moved in the last 24 hours.) So I did. At the end of the day -- well past business hours -- this rep now says they can't do anything because the address I supplied does not match what was on the original order. I must supply the address from the original order. As it happens, the ZIP code for this address denotes two different and generally interchangeable post office locations. Apparently I chose the wrong one when I re-confirmed the address (without reviewing the order). I have now supplied the address copied from my order.

So now, after dragging its feet for another day, XR has still not done anything about making this purchase right. I have reduced my rating from three stars to two because of this pointless delay and hassle. If there was a glimmer of a chance of my ever doing business with this company again, it is gone now.

RESPONSE TO VENDOR REPLY:

While I appreciate the effort to spin these events to show the company in a more favorable light, the facts are the facts.

1. The magnetic charging cord that came with my product has a conspicuously smaller head (the thing that is supposed to be magnetic) than the replacement unit I eventually received. The difference is blatantly obvious. I would speculate that this company's Chinese supplier shipped a bunch of units with worthless charging cords in order to meet a delivery deadline. I suspect that if XR examines its inventory of these units, it will discover a bunch of them with nonfunctional charging cords. Even the most cursory inspection would reveal this defect - the functional head is easily twice as thick as the bogus head.

2. I received the defective unit and reported the problem the same day. It took 5 more business days before XR shipped a replacement, which I did not receive until the following Monday due to the intervening weekend. A total of 10 days elapsed between receiving the initial product and receiving the replacement cord. Almost all of this delay was because of the "twenty questions" approach that XR took, with a day's interval between each question.

3. What should have happened, but didn't, was this: The rep should have told me in the initial encounter that XR would ship me a replacement cord, if it was available, and if not would ship an entire replacement unit. The rep should have confirmed my address in the initial encounter, and cautioned me to check the order confirmation to be sure what I said matched what was in the record. This could have been accomplished in one encounter. Instead, I kept having to provide additional information -- such as (believe it or not) responding to a request for a photograph or video of the problem. How do you depict in a photograph or video that a magnet is not magnetic?

My warning to prospective customers stands: Don't expect the kind of responsive customer service that can be obtained from other mainstream internet sellers (I probably can't mention actual names, but the one I'm thinking of is based in Seattle).

I bought a product of theirs from a retail store and should have headed the warning that they don't take back defective products and that all sales are final. The packaging and directions didn't have warranty info. Product starting failing before 30 days and totally failed within a month. When I contacted them I got a stupid response about the warranty that I made clear I was not aware of. I'm now out $123, and I found out it was about $50 more at the store than Internet sites I found looking for contact information I won't do business with that store or XR BRANDS again and I wouldn't recommend purchasing anything electronic from them as they are poorly made. Mike R.

I had a really positive experience with my shopping experience. The rep was super informative and helpful regarding my defective item. Most adult stores are final sale, and I’ve purchased xrb products from other places. It’s awesome to know there’s a warranty when purchasing directly from them. Customer service is super kind over the phone and e-mail and made sure I was taken care of. I will continue to purchase directly from their site.

I’m a manager at a very popular adult/novelty store so I have an option of many toys but Bloomgasm is my favorite. I sell so many of them because I feel so strongly about this brand. I even went on the website to find toys they don’t have in my store. If you’re just thinking about buying one of these toys stop debating it and take it from an expert. All of these toys are a must have.