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Not sure what I can tell you here that will help. Bluetooth is a technology which I work with. But like any radio, it can have problems.
The Bluetooth signal can be interfered with by the body, and also by signals within a similar range, 2.4 GHz - note the same as WiFi, just different channels, and also noise from sources that don't intend to radiate in those frequencies, but they have random noise that does touch the appropriate range.
Distance is also a factor. Rarely, but does exist, you can be too close. That's not by design, just instead by experience. Meanwhile, it's good for some distance, I've found it to be quite robust for like 50 feet or more. But this would be outside near my house and I live in an isolated area with neighbors who are very distant. In a city, you could be in an apartment with a wide variety of signals to interfere, or just in a work, school, or public environment similarly with a lot of signals to cause you trouble.
The design of what you buy and the quality it was manufactured with can vary, and hopefully the design isn't marginal where minor defects or issues can cause great impediments to performance. Sometimes you can have a great product, but one out of <some number> can actually be a lemon where if you try another one, it's great.
Try it with a full battery. Also if the device can operate while charging, don't try to use it then, very typically line current from the charging, and the charging circuit itself will interfere with the signal. Many devices typically do not allow operation while charging, and for this very specific reason. Plus it also has to do with safety since you may have something in your ear while you also have it plugged into a power source. Not a good idea.
Try it in various locations, and positions. I.e. Don't always have the phone in your pocket, or in your car, or near your computer. Try a totally different environment.
My car for example has Bluetooth as part of it, and if I put my phone into the very convenient middle cup holder, Bluetooth is not always great. So I have to put my phone on the passenger's seat. Not so great when I have a passenger. Meanwhile I can also pin it under my leg while driving and the signal is fine too.
If you can find it working conditionally based on placement, then it is most likely the environment.
If you can't seem to find it working ever, consider getting a replacement. If a replacement is similar, then the product overall may not be as great as they profess. Meanwhile also consider your source, which would be your phone. Does it work well with other Bluetooth devices?
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