Hi there- Shokz here! We're very sorry to hear this has been your experience. The Shokz OpenFit Air are open-ear wireless earbuds designed to let ambient sound in for safety and situational awareness. Consequently, they do not feature Active Noise Cancellation (ANC) for music playback. However, they do utilize built-in noise reduction technology specifically to cancel out background noise during phone calls. Our new OpenFit Pro are unique open-ear earbuds featuring advanced Active Noise Reduction (ANR) instead of traditional, isolating Active Noise Cancellation. They do not physically seal the ear canal, they keep you aware of your surroundings. Please reach out to our Customer Happiness Team if you have any questions. Thank you!

Hi there- Shokz here! We're very sorry to hear this has been your experience. We highly recommend ensuring that the latest firmware version has been upgraded via the Shokz app for the best experience with your OpenFit Air. There is also a phone setting that may resolve any low volume issues. 1. Turn Off Volume Limit Settings For iPhone: Go to Settings > Sounds & Haptics > Headphone Safety, switch off the Reduce Loud Audio feature. For Samsung: Go to Settings > Sounds and Vibration > Volume, click More, and turn off Media Volume Limit. For other Android phones: Go to the Bluetooth Settings on the phone, find the headphones and make sure that the Absolute Volume feature is switched on for them. 2. Adjust EQ Settings Connect your headphones to the Shokz App and switch the EQ modes to Vocal or Bass Boost mode. If you decide these are not a good fit for you, we kindly ask that you reach out to Sam's Club Customer Service directly to learn of their return policy. Please contact the Customer Happiness Team or visit our website directly to submit a warranty claim. Thank you!