ComplaintsforVida

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been ordering Vida masks for years, because they had certified, proper KF94 masks. I have not gotten covid while wearing these, and they always came individually packaged and stamped with proper certification (KF94, CE, etc).I reordered the same masks just a few weeks ago and received something entirely different. The masks were mass packaged, were of low quality, were smaller, had poor fit, and were stamped only with "Made in ***". There is no accompany label, certification, or any proof that they provide the protection alleged. The company provided me test results from 2022, from an independent lab. There is no evidence of the **** listing" or any sort of connection to the *** or authority that rates mask efficiency. There is no evidence that the masks provided are the same ones that obtained the results shown in the studies. I have no idea what I received.I am high risk, and I too feel like I have been bait and switched from a legitimate mask provider to a scam. This is a clear repeated problem, and I relied on the company's past performance for this one; had I re-researched it, I would not have ordered. I have no idea what I have and I do not feel comfortable wearing these masks for protection. They must be properly identified with certifications, labels, or anything (CE, FFP1,2,3, ***, KF94) to match the claims made on the website and they are not. The only recourse for me is my money back. Though I also highly recommend Vida change its website to make clear that they cut costs and can no longer provide any proof of their claims.

  Business response

  02/08/2024

  Despite our best efforts, it appears we have not effectively conveyed the details to our customers, leading to unhappiness and discontent. In response to a customer's inquiry, we have let the customer know she purchased a different mask type in January **** versus her purchase in May 2023. These details were also on her order confirmation and order tracking page. All relevant product names, ******************* are indicated on our website but from our customers message, its clear she has missed seeing the items she ordered were different from her previous orders. 
  
  
  Transitioning to locally-produced 3D KN95 masks in the US, we aim to offer a high-quality alternative to the Korean-produced KF94 masks, maintaining the same rigorous filtration standards. Our website's product page has been updated with the new title and description, highlighting the masks' production in an ISO Certified 9001:2015 and *** Registered US manufacturing facility and will full adherence to KN95 standards. While certification papers are not typically included in mask packaging for ** production, test reports are available for all customers. This is also what we shared with our customer in our response.
  
  
  Upon receiving the customer's complaint regarding the differences between the mask types and the packaging and questions about whether the masks would fit the KN95 standards, we promptly addressed the issue by sharing the test reports to guarantee these are good-quality masks. We also offered alternative mask options such as *****-made KN95s, which have complete import papers the customer was used to receiving from the Korean imported masks, or the N95s, which are ***-approved, as the replacement. We want our customers to be safe, comfortable, and confident in their masking solution, and if none of the options work for our customers, we provide a refund. Unfortunately, our customer reached out to ******************** before we had the opportunity to offer any alternative options and received a response. The customer has already received a full refund, as that was the desired settlement. 
  
  
  We deeply value our customers' experiences and remain dedicated to ensuring their satisfaction with our products.
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Vida deleted their old website and wiped out order history prior to this order. I've ordered BK Healthcare Dokkaebi masks through Vida for 2 years and received something very different this order #V13586. Opened one of the clear packages of 5 adult masks and tried one on. The smell gives me an immediate headache. I spent $250.34 on masks believing I'm getting the ones we've always been sent. Contacted VIDA on 1/10/24 and they suggested I air out the adult masks overnight to get rid of smell. I contacted VIDA 1/11/24 to say the masks will not work for us. No certification on these masks, in the shipment, or on their website. I expected individually packaged masks stamped with certification as we had received all previous orders. In my opinion VIDA bait and switched the product. I want to return the masks for a refund but VIDA will not offer it. These masks are not like-for-like as Vida claims. This business practice is deceitful. Vida's response showing they switched to the "new" masks in place of the "old" masks on their website: "A few months ago, we made a significant decision to relocate the production of our KF94-style masks to *****************.... "In place of the Korean-made KF94 masks, we have transitioned to offering 3D-shaped KN95 masks, as seen in your most recent order. These masks not only mirror the original ones in terms of shape, color, and filtration performance...." "While our stock of black kids' KF94 masks has recently depleted, the products share identical characteristics. As a result, they are consolidated on the same page on our website... "I understand the new mask you received did not meet your expectations and while we stand behind the quality of these products, I offered to replace the whole order with our most recent batch of masks otherwise, a 40% discount code will be sent to you so you can try our other masks if the 3D KN95 masks do not work for you."

  Business response

  01/25/2024

  We are sorry to read that despite our efforts, we have been unable to explain the product certification of our 3D KN95 masks and the decision to produce these items in the ** going forward well enough to our customers, causing unhappiness and dissatisfaction. We have provided a full refund to our customer upon her request on January 20th and sent a return label to send the goods back to us for further investigation of the reported odor quality problem. 
  
  
  With the change to the US-produced 3D KN95 masks, not identical to the Korean-produced KF94 but a locally, high quality, produced alternative meeting the same high filtration standards, the product page on our website was updated with the new product title and product description. The masks are produced in an ****certified factory in the US and meet all formal standards for KN95 masks. Test reports are available for all our customers. Certification papers are typically only added for Korean export purposes, which is not needed in the case of US production. Because the link remained unchanged, a customer could go to the same page as the ***** were listed before but would order a US-produced 3D KN95 mask. Because the link to the collection page remained unchanged, we see this has caused confusion.  The page features the images of the 3D masks, shows all product titles, and has a clear description of the production location, filtration performance, and certification. 
  We can see from the order history that before January 2, ****, the customer had previously ordered the KF94 but the most recent order was for the 3D masks. This is also listed on the order confirmation we sent to the customer. All order data has remained unchanged and is accessible to our customers upon request. 
  
  
  Upon the customer's initial complaint about differences between these two mask types and an unpleasant odor upon opening one of the packages, we promptly addressed the issue. We offered to replace the masks after confirming with the warehouse that the available stock did not exhibit any such odor. Additionally, in an effort to accommodate the customer, we extended a 40% discount for alternative mask options. Unfortunately, these solutions did not meet the customer's satisfaction, and a full refund was issued. We value our customers' experiences and are committed to ensuring their satisfaction with our products.
  
  

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After several attempts to return the masks for a full refund, the business finally issued a return label and full refund. I still believe this business uses unethical business practices and will not be doing business with them again.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an email from the company regarding the company is transfering hands and closing. In 2021 I requested my account to be deactivated. I assumed it was. I checked on Oct 17, 2023 (date of email) to see it was still open. I requested it to be deactivated per the link in the email. It hasn't been. I sent a 2nd request 10/20/23. I attempted to call the phone number on website: To request to deactivate your account, please call us at *********.VIDA and Phone number answers as............ *************. I recorded this on my cellphone. I am requesting all my information in any manner or form to be deleted immediately, any information to not be shared with anyone else in any manner or form and my account closed.

  Business response

  11/01/2023

  We appreciate your feedback and would like to address your concerns regarding the removal of the collection page and the recent email you received about the transition. We sincerely apologize for any inconvenience this may have caused you, and we are committed to resolving the situation promptly and efficiently.
  
  
  Regarding the removal of the collection page, we want to clarify that it was taken down immediately after we received the request. However, we acknowledge that an oversight occurred in our email communication. The email address associated with the collection page was not deactivated in our customer database before the transition email was sent out. We want to assure you that all customer information has been deleted, and we have implemented measures to prevent similar incidents in the future.
  
  
  We have already taken steps to address the issue with our phone line customer support. Our number is unfortunately not active at this moment. Our team is working to remove the phone number associated with VIDA while the underlying problem is being fixed. We understand the importance of resolving this matter promptly, and we are committed to ensuring that such issues do not recur.
  
  
  Once again, we value your feedback as it helps us improve our services. If you have any further concerns or questions, please do not hesitate to contact us directly at *********************************. 
  
  

  Customer response

  11/02/2023

   
  Complaint: 20759467
  
  I am rejecting this response because: As you can see .... I can still sign into my account even though it shows inactive. They still have my information open and on file.
  
  Sincerely,
  
  ***********************

  Business response

  11/02/2023

  Our apologies for the extra time and effort- we should have informed our customer it might take up to 24 hours for our database to show the changes. We wanted to inform the customer immediately action was taken but forgot to mention that it might take a bit to update fully. This should be the case at this moment, and the customer should not be able to login anymore.
  
  We are currently working on our database due to the transition and it took a bit longer than usual. Our apologies again, trusting this issue is fully resolved for your customer.

  Best, VIDA

  Customer response

  11/04/2023

   
  Complaint: 20759467
  
  I am rejecting this response because: Blocking me doesn't show proof that my account has been closed and my information permanently removed from your records. 
  
  Sincerely,
  
  ***********************

  Business response

  11/07/2023

  We have promptly forwarded an email containing attachments that illustrate the removal of her account details from our hosting service and database.

  Customer response

  11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Even though I did not see the email they state that they sent (it may have been deleted in trash or wasn't received but it would be nice for my records if they could resend it if possible).... I attempted to login and change my password again and it didn't connect my email this time. Thank you for your assistance. If I have any further issues, I will consider reopening another case or further action.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 500 kid's masks but was sent adult masks instead. Initially Vida had said they were going to resend the correct size of 500 kid's masks but then went back on their word. To my surprise, they said I order adult masks. I had order kid's mask from them previously and had never order the adult masks. I always like to try the mask first before ordering a big quantity. I had clicked into their kid's mask section the way I normally do and from there I clicked on bulk order and placed my order. After my order was sent, Vida told me that it defaults to adult mask which is why I was sent the adult masks. Vida's website flow is flawed and not intuitive to a customer. I was in the kid's mask section, so I would not know it defaults to adult. I do a lot of online shopping and in any other website, if I am in the kid's section, I remain in the kid's section and I have confidence that I am ordering kid's products. As a consumer, if I click into the kid's section, I should know that I am shopping for kid's sizes. I would not know to look that it switched to default adult size. That is a fundamental flaw in the Vida website flow. I do not have a use for the adult masks, they are sealed and I have not opened any of them. Vida will not allow me to exchange, they are all sealed, I have not opened any of the packages. The only resolution Vida offered is a 40% coupon for next purchase and they offered I could keep the masks I already received (even though I already fully paid for those masks).

  Business response

  04/15/2022

  We do our utmost to ensure that the VIDA website clearly indicates at the checkout page what the customers are about to order. However, we understand that the website has an opportunity for improvement to prevent incorrect orders. We already reached out to the customer to arrange replacement at no additional cost.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a subscription of masks. The masks that came were poorly sized compared to the previous masks I had ordered from the site, so I called. They told me they couldnt take returns on masks, but they would cancel the order. The next month, they charged me and I got an email about more masks coming (though to this date I have not received them, despite them saying delivered). I email to complain- email to keep a written record this time. They claim they have no record. I told them to check their phone logs- but they still just say I have no records of the cancellation.They refused to honor their commitment, charged me for masks they were not supposed to send (and so far have in fact not delivered upon) that are completely useless. They did finally offer a 10% discount code, but what good is that compared to the larger amount of money they stole, and why would I want to deal with an untrustworthy company.They also blocked my ability to share my experience on their ******** page after I attempted to detail my experience there. Basically, they stole my money and refuse to make it right.

  Business response

  02/16/2022

  The customer's order is in transit at the time of the cancellation request. Mask subscription management including cancellations should be done on the customers access and having no proof of the request to cancel last month made it difficult to justify the claim.

  
  While we wholeheartedly stand behind our masks, we understand there was a sizing issue so we reached out to the customer to give the replacement options for a different sized mask or a totally different mask type, free of charge. We look forward to hearing back from her.
  

  
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The masks I have bought from them three times (totaling over $100) are all different sizes and poorly made. Instead of refunding my money, they send me replacements that also are defective due to different sizes in the same package and the same poor craftsmanship (like uneven ear straps, ear straps that are positioned at different levels) that made me complain about the first set. I want a refund for the kids KN95 masks ($29.75), the 10 pack of adults KN95 masks in **** ($21.25), and the 30 pack of adults K95 masks in black ($51), along with the shipping charges ($19+$9=$28) for a total of $130.

  Business response

  02/07/2022

  We apologize that the customer in this case received inconsistent mask sizes as part of their order. A refund has been issued to this customer. Please thank the customer for their patience. - **********************

  Customer response

  02/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased a box of 50 N95 Masks from Vida &Co on January 11, 2022 for the amount of $173.90 USD. When they arrived they were very ill fitting to the point that they were painful to wear because they were much too small and too tight. The mask was digging into my skin and was bearing down on the bridge of my nose with the metal strap digging into me. . I emailed their customer service **** and requested a refund and wanted to send them back. Vida **************** refused the refund and wouldn't permit me to send them back despite that 49 masks were not opened. They were still sealed. They wanted me to measure the masks and i did, to prove my claim. The width measurement of the mask is 2 inches smaller than stated on their website and the length is **** inches shorter than stated on their website. They offered 25% off which is unacceptable considering they are employing false advertising and are unwilling to refund an unusable product based on false advertising. I want my money money back. After complaining to the company I saw dozens and dozens of one star reviews and complaints against their product and company for the way the customers are being treated after they and I have been conned by their false advertising. I want my money back and Im hoping you can help. Thank you.

  Business response

  02/06/2022

  We do our utmost to ensure that the VIDA website clearly states the description of each product including the materials, registration number, country of origin and product dimensions. 
  
  If the masks are way smaller for the customer and is different from what we mentioned on the website, it could be a bad batch. Thus, we offered a replacement for free whether its of the same or different mask type for the amount paid. We even offered a full refund in a form of a gift card - whichever way, we are not asking the masks back but none of the options worked for the customer and she preferred to submit the complaint for a full refund.
  
  Per desired settlement, a full refund has already been applied. She may keep or donate the masks to those who best fit them. If these are unusable for her and she will not donate, she may use the prepaid return label included in the package to return the items back to us. We hope to get the opportunity to donate these, if unopened otherwise, we will send it for recycling. - VIDA
  

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 27th 2022 I was researching the best KN95 masks to buy since I am returning back to the office I needed full protection. Normally I do hours of research on anything I purchase but started to research AFTER the fact that I spent $130 on FAKE masks. I did not realize that the masks had to be stamped with a certain number and also KN95 until after I purchased these masks and I immediately went to the website within an hour to cancel my order. The company only communicated via email and had no option on the website to cancel my order after reading all the horrible reviews on the BBB.org about this company VIDA & Co. I even tried to call the company the very next morning but was only provided with an answering machine that said nobody was available to speak with me. So I left a message and sent another email explaining my concerns with their **** Listed" KN95 masks and how I would like my money back because I will NOT be wearing these masks. I had really high hopes for this company with how they recycle the used masks and finally cute colors and that's what sucked me in without doing my research. I have been in touch with the company but they are just sending me their FAQs and the link with how their masks are manufactured in a *** registered facility that meets ISO standards. If it met standards then it would say it on the actual mask like the legitimate KN95 masks. I have to purchase masks myself for going back to work and I am sick that I am out $130 and will be receiving fake masks in the mail who knows when since i read the shipping from this company is also very slow and tedious. I want a full refund and i will return the masks to the company so they can "recycle them" if they even do that. DO NOT ORDER FROM THIS COMPANY!!!

  Business response

  02/02/2022

  We do our utmost to ensure that the VIDA website clearly states the description of each product including the materials, registration number, and country of origin.
  
  We follow a 1-hour time window for order cancellations. The order was already in processing when the customer reached out to us so werent able to cancel the order.
  
  Currently, the order is still in transit. We understand that the desired settlement is a refund but the order is a combination of two different masks types: reusable and recyclable masks. The expected delivery dates are February 3rd for the 99% Filtration Protective Cotton Mask and filters:  https://www.ups.com/track?loc=en_us&tracknum=92748909840979543480369634&requester=WT/trackdetails
  
  And the  *** Listed Adult Mask with KN95 Protection are expected to be delivered tomorrow, February 2nd: https://tools.usps.com/go/TrackConfirmAction.action?tLabels=9400111202508890211417 
  
  The test reports about the recyclable masks were provided when she reached out to us and are readily available.
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered masks from Vida and the last two times, the masks have not been fitting tight. I emailed customer service and was only told to watch a video on how to tie/make the loops so that the masks fit better and tighter. This did not work and they did not offer anything at all. Also, the KF94 masks do not fit tight at all. They are very loose on my face and I do not feel protected at all. I am not sure why they are selling irregular masks and masks that do not fit properly. I WILL NEVER ORDER FROM THEM AGAIN!! WASTE OF MONEY!!

  Business response

  02/01/2022

  Hi,

   

  The customers last contact was back in November when she received a 4-ply mask order. When she complained about the fit, we recommended some steps to help her get a snug fit. This recommendation works for most of our customers. When she stopped responding to our emails, we were under the impression that the issue has been resolved.

  
  She placed a new order on the 17th of December for the KF94 masks. We have not received an email from her until this complaint came up.
  
  We do our utmost to ensure that the VIDA website clearly states the description of each product including the materials, registration number, and country of origin including the measurements - specifically, the sizing chart. The face size and shape differ from person to person which can cause a slight fit difference.
  
  
  A full refund for the latest order has been issued per desired settlement. 

   

  Kind regards,

  VIDA

  
  

  Customer response

  02/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Keshunda Millbrook

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 12, 2022 I purchased 2 masks as well as 2 packs of filters from VIDA for a total of $50.19. When you select the masks it says in stock usually ships in 1-3 days. A few days later I checked the status of my order and it says my item is at the **************** are working on shipping it out and then says usually ships in ***** days. Yesterday 1/25/22 I emailed asking about my order and now I am being told it is out of stock however when I check their website it says the item in IN STOCK and when I pull up my order it does not say anything about it being out of stock. In fact my order still says the exact same thing it said the first time that my order is at the warehouse waiting to be shipped. I have asked for a refund and have not heard anything from them. My order number is #******. I do not have a tracking number as this order has not been shipped. I am seeking a full refund in the amount of $50.19

  Business response

  01/28/2022

  Hi *********,

   

  Unfortunately, the Classic black mask went out of stock due to the current surge of orders which has caused the fulfillment delay.Although we try our best to maintain 100% accuracy with inventory, there are rare occasions where we experience this issue. 

  I wanted to let you know that I have gone ahead and canceled your order and submitted a full refund per your request. You should be receiving a notification from us shortly, if not already. Please allow up to 7 days for your refund to be processed, depending on your payment method.Please accept our apologies for this inconvenience.

  I hope you give us a chance to make it better in the future.

   

  Kind regards,

  VIDA

  Customer response

  01/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Although I did not order the classic black mask as my order clearly shows (I order sport masks)  but as long as they send me a refund I am ok with this. 
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩