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 Jim- Shokz here! We're sorry to hear this has been your experience. Since this order was fulfilled by Sam's Club, we kindly ask that you reach out to their Customer Service directly so they may assist you with this. 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 updated 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. -On the iPhone, go to Settings > Sound & Haptics > Headphone Safety, make sure that the Reduce Loud Audio Feature is switched off as this will affect the volume of the headphone. -On an Android, go to the Bluetooth Settings on the phone, find the headphone and make sure that the Absolute Volume feature is switched on for it. 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. Thank you!