ComplaintsforVida
Fashion Designers
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Complaint Details
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Initial Complaint
01/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 100 KN95 mask from Vida. They claim that their mask are *** registered. However, upon receiving the mask I noticed that the mask dont have the normal KN95 stamped on them and they are also very thin. The mask I received are definitely not KN95 mask and I have been getting the run around about getting a refund.Business response
01/28/2022
We provided the customer with a full refund in this case. The customer may reach out to us if further assistance is needed. - VIDAInitial Complaint
01/15/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I ordered 10 childrens child sized KN95 masks in red and black on 1/4/22. I received purple adult small M95C masks. I wrote to the company asking to cancel my order. Id like my money back. They are only offering a 25% refund or 40% coupon.Business response
01/22/2022
We have reached out to the customer with a choice of a replacement order, free of charge, or a significant discount on any future VIDA order. we are working with the customer to bring this case to a satisfactory resolution. - VIDAInitial Complaint
01/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*** Listed Kids Mask with KN95 Protection - Denim / 10-Pack I purchased these masks for my child. As soon as I opened them I could tell they were not KN95 quality masks. I can literally see through them in parts. The company website says I cannot return them even if the package is unopened. This really feels like a scam.They are also advertised as masks for children. They are too big for my adult face.Business response
01/19/2022
We stand by the quality and authenticity of our masks and have provided consumers with the specific test data and manufacturing credentials for each. We do in fact offer both adult mask sizes. We've reached out to the customer to facilitate a return and next steps. Please thank the customer for their patience as we work to resolve this issue.
Customer response
01/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
01/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
********************* From January 6, 2021 I asked to have my order cancelled and the company refused stating that they only allow a 1 hour time window for cancellation. The order has NOT shipped and they are just trying to make me keep the order. I ask that my order be simply cancelled and the amount that was billed refunded.Business response
01/17/2022
The customer's order had already been scanned by *** at the time of their cancellation request, and we were unable to cancel the order in accordance with our published policies. We have however offered the customer a gift card in the full order value amount, as a one-time courtesy. - VIDAInitial Complaint
01/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/20/2021, I purchased 60 kids masks from Vida (order number ******) totaling $177.02. The Vida website lists an *** registration number, which led me to believe that their organization was the sole manufacturer of the masks I purchased. Once I received the masks, I discovered that Vida was not the manufacturer of the masks, which it fraudulently claims on their website. I learned that their masks are manufactured by Lutema and/or Breathh, which is a subsidiary of MI Technology. The masks I received were also not to the standard of quality I anticipated based on the pictures listed on their website. The masks do not appear to be protective, fit appropriately, and their ear loops look like they will break off if you were to wear them.I would not have purchased these items if it had been disclosed on Vidas website that they were not the manufacturers of these masks. This has led me to question their legitimacy as a company that is providing PPE during a pandemic and the quality of the masks provided. Their deceptive practices are deeply concerning.I also learned that the masks I purchased were available for less than half the cost on Lutemas website.I purchased these falsely represented masks and have been in contact with Vida to return them for a refund. Vidas response has been unsatisfactory, which includes not rectifying the concern and asking for additional information which is not pertinent to the concerns of their misrepresentation as the manufacturer of the masks. I continue to request to return these masks for a refund, but their responses have not discussed how they can resolve the issue and are no longer in contact for this concern.Business response
01/15/2022
While we wholeheartedly stand behind our masks, their quality, and our manufacturing partners, we've refunded the customer's order in full as a one-time courtesy; the customer may return the masks to ********************** at their convenience. - VIDACustomer response
01/21/2022
Vida's customer service has been pleasant to work with, however, I've been told multiple times that credit has been processed. I have not seen the credit posted despite several days. The masks have been returned, but the concern has not been resolved.Business response
01/27/2022
The refund has been initiated through Stripe, our transaction processor. The process may take several days to clear with the customer's banking method. Please thank the customer for their patience. - **********************Initial Complaint
01/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased from vida's website 50 KN95 kids masks but received *********** masks. The images used on vida website were completely different and misleading. I paid over 130 dollars ($120 for 50 masks + tax +shipping). The same masks are sold on the Lutema website for only half the price. This company is a complete fraud! I request a full refund.Business response
01/12/2022
While the customer received masks identical in materials to their original order, they did have different labeling. As such we have issued a replacement.
The replacement order is already in transit with tracking link: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9400111109159806606700 expected delivery is on the 13th of January. Please thank the customer for their patience. - **********************
Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
8-28-21, $157.85 *********** mask Masks are defective. Ear loops far too fragile. Slight adjustments detach the loops completely from the mask as the attachment spot. Basically renders my so. Unprotected in public spaces. My son is 4 an ineligible for the Covid vaccine. Mask protection is vital. Oddly I also noticed that they advertised the purchase as KN95 but the masks either completely unlabeled or are labeled M95. I contacted Vida and they would not entertain any refund until I threatened to lodge a complaint with the BBB and the **** They also claim that I am past the 90 day return. I did not receive the masks until the 19th despite what the delivery receipt says. To date they are holding firm at a 25% refund. I refuse to accept that for a product I cant use and has caused my some to be maskless in public. I should not have to be out money for a defective product.Business response
12/30/2021
As a one-time courtesy, we will process a refund for this customer. - **********************Initial Complaint
11/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We were looking for smaller sized KN95 Masks for our ten-year-old daughter for when she returned to school, while also trying to purchase some KN95 masks for ourselves (two adults) for daily use and for use at work.We found on www.shopvida.com KN95 masks for both adults and kids. We actually made 3 different purchases for both kids masked and for adult masks in August 2021. In total, we paid Vida over $800 to protect our kid and ourselves from COVID. What was advertised, purchased and listed on our receipts from these purchases were masks labeled ******** Registered KN95 Mask - Black and *** Registered KN95 Mask - Black.What we got instead were substitute kid sized masked labeled M95C that Vida says are the equivalent to the Kid KN95 masks that we purchased. Nowhere on their Shop Vida website or on the email receipts did it ever say that there could be substitutions if the Kids KN95 masks were not in stock. If it had then we wouldnt have made the purchases. Also, we can find little information about this type of mask other than the information we were sent from Vida. As for the adult sized KN95 masks, it was pretty much the same thing. Except this time the masks arent even marked with the KN95 label, just a Made in the USA stamp. From what we can find on the *** website, this is usually a big indication that the masks are not up to the KN95 standard or possibly counterfeit and should not be used. Also, the KN95 marking on masks are supposed to be indicating that the masks are made in ***** to the ******* standards, not made in the USA.We emailed back and forth with Vida to either get the KN95s we paid for or our money back and in the end, Vida refused to take the masks back and would only offer to send us more masks that were still not the KN95s. We were just looking to get our money back, but we kept getting the runaround in these emails about order something else as a substitute which we didnt want. Buyer Beware!Business response
12/07/2021
Weve reached out to the customer with an option to replace the masks they received with a new shipment, and have also offered the customer the option of a refund provided they return the unused masks to VIDA. We will continue working with the customer to explore the options most acceptable to them, and we thank the customer for their patience as we work to resolve this matter. - VIDAInitial Complaint
09/29/2021
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On the 26th August 2021, I purchased two packs of 50 childrens masks from Vida. They advertised these as *** registered KN95 masks on both the website and the confirmation email. When I received the masks, they were marked with M95C. I contacted VIDA to request clarification and they offered to replace the masks with another masks they claimed to be equivalent, but not, a KN95 masks. Ive now sent over 30 messages to VIDA and received only answers designed to put me off responding and linking to a registered product with the *** for an M95i mask. Meanwhile, VIDA continue to falsely advertise their masks as KN95 and reference the *** frequently, although they have now slightly altered the wording to try and technically cover themselves for not actually being KN95s. For most people buying these without research however, this is very misleading. VIDA refuse to refund my order or acknowledge that they cannot send me the KN95 masks I ordered.Initial Complaint
09/23/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 8/8/21, I ordered a pack of 20 ******** Registered KN95 Masks in black. The cost was $68.75 ($60 for masks, $3.50 for shipping, $5.25 for taxes). The website did not indicate that these masks were out of stock or would be substitued for another product in the event of supply chain issues. After waiting over a month for the item to ship, I received a package of Lutema M95C masks on 9/3/21. On 9/9/21, I sent an email to the company asking why I was sent Lutema M95C masks instead of the KN95 masks. I was not questioning the efficacy of the Lutema masks, but was inquiring about the pricing discrepancy, as a 20 pack of Lutema M95C masks can currently be purchased for $31.99 and free shipping. The response I received back only addressed the efficacy of the masks, and not the pricing discrepancy, and I was offered 40% of a new order from the Vida website. This is unacceptable and I will not do business with a company with questionable business practices.Business response
10/03/2021
We reached out to the customer via email to better understand their pricing concern and also offer them a make-good as a courtesy. We hope that this has been resolved to the customer's satisfaction and we thank the customer for their patience. - **********************Customer response
10/05/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************
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Customer Complaints Summary
36 total complaints in the last 3 years.
3 complaints closed in the last 12 months.