ComplaintsforVida
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Complaint Details
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Initial Complaint
09/21/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I am highly disappointed by the false advertising from this company. I purchased KN95 masks from ******************************* 2021 but received Lutema M95c masks. This was not disclosed during the ordering process. When I reached out, I was told that KN95 masks were out of stock so they sent me these substitutes instead, but without asking me. I expected KN95 masks that are approved by a trusted source (NIOSH), not this substitute. The Lutema masks I received are deemed counterfeit by the CDC.https://www.cdc.gov/niosh/npptl/usernotices/counterfeitResp.html I requested to return the masks for a refund but have not had luck with this. Order number ******Business response
09/30/2021
In this case we issued a replacement order for the customer at our expense. This replacement order has been delivered to the customer. We appreciate the customer's patience. - **********************Initial Complaint
09/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for kid masks on August 5th and there was no indication that the product was going to be delayed. I received an email on August 28th telling me I could track my order, but when I click the link, it provided no information. I then started noticing that I was receiving emails advertising that the same masks I ordered were back in stock and shipping in 3-5 days, so I emailed asking where my masks were if they are now available. I have sent 3 emails since September 16th with no response. On my last email on September 18th, I just said I wanted a refund because I was not getting any response. I still have not received any response from them. The masks I ordered were $41.05.Business response
09/26/2021
We apologize for the customer's experience here. While the order was affected by delays due to the surge in face mask demand, we decided to provide the customer with the desired outcome - a full refund. The refund was processed on September 24th. - VIDACustomer response
09/27/2021
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,
*************************Initial Complaint
09/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased KN95 masks for my child to go to school on 8/18/21 (pictures of my order and product description included). After waiting weeks for delivery, they finally arrived and were NOT KN95 - instead they were cheap, flimsy, labeled m95c and did not match the item ordered. Furthermore, they were labeled by a brand called Lutema and the *** has listed them on their website as making false claims. I have contacted Vida 14 times and they have refused to refund stating that they occasionally swap out masks but it functions the same. They never notified me of this, never contacted me and have not responded to my last email. Many consumers have had the same issue. They have since changed the description of their mask on their website to read offers KN95 protection, instead of KN95 mask. They refuse to refund me and instead I received an email thanking me for another order (I did not place) of unlabeled replacement masks which I have repeatedly told them I do not want.Business response
09/23/2021
Our customer service team responded to the customer explaining that the M95 labeled masks are made from the same materials and are lab tested equivalents made in ****** (for a full breakdown of these masks types and associated labeling, please reference the VIDA blog at blog.shopvida.com.) The customer can also find transparent details about site updates and labeling changes there. That said, we understand the customers concern. As such we have issued a full refund for the entire order.Initial Complaint
09/11/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 10th I purchased kids and adult KN95 masks for $156.94. I received "M95c" and M95i" masks. The company says they are comparable but I purchased KN95s and that is what is on the receipt. M95s are not common masks (it appears to be a marketing ploy for a supposed USA made paper mask) and are therefore, not comparable. There are numerous online articles and complaints, even on *** about this company's bait and switch practices. I purchased KN95s. I would not have purchased these M95 products. They've spent a lot of money on their website justifying the switch but I did not order these and do not want them. I want a refund. I've already reached out to them once and gotten no resolution. I responded again. This is unacceptable and misleading business practices.https://www.google.com/amp/s/www.nbcnews.com/news/amp/ncna1259013Business response
09/15/2021
In August, due to the exponential surge in mask demand, VIDAs supplier began shipping *** Registered M95c Masks to a small number of customers who had purchased VIDA *** Registered Kids Masks with KN95 Protection and *** Registered M95i Masks to a small number of customers who had purchased VIDA *** Registered Masks with KN95 Protection. We want to thank the customer for contacting us through ********************. While we explained to the customer that the M95c masks they purchased were functionally equivalent to our KN95 Protection masks (See: https://blog.shopvida.com/2021/08/31/kn95-vs-m95-masks-whats-the-difference/), we appreciate their concern, however, and have provided the customer with a number of options, including the option to return the masks for a full refund. We are awaiting their response. - VIDAInitial Complaint
09/11/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
8/8/21: I submitted order at shopvida.com for (50) ********* Registered KN95 Masks." It cost $120.00 (before taxes/shipping) and site indicated items would ship in ***** business days. 8/31/21: I received email from Vida & Co. indicating that due to surge in demand & supply issues, delivery times were delayed. Given current circumstances, that seemed acceptable. The email also stated, "If you are interested in a replacement mask which may have a quicker ship time, please feel free to reach out to us..." I did NOT want a replacement, so I decided to wait for my original purchase. Also, according to info listed in a link, my mask order was still expected to ship within the original timeframe.9/11/21: I received my masks. However, instead of the original order of ******** Registered KN95 masks, I received M95c masks. They also did not include a way to recycle the masks as their site indicated. This feels like a scam and I want the masks I ordered. I have more details that won't fit.Business response
09/18/2021
Were sorry for the customers experience here. While the masks she received were functionally identical to those she ordered, we do appreciate the concern over labeling. Weve reached out to the customer with options, including a partial refund and full replacement option with all costs on us. We hope to hear back from the customer soon. - **********************Customer response
09/20/2021
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,
*************************Initial Complaint
09/10/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered KN95 masks from shopvida.com in early August. In early September, I finally received my ordered, but they sent M95 masks. At the time I ordered, the website gave no indication that I would receive an alternate product. About mid August, Vida changed their product pages to say that customers may receive M95 masks based on availability, but that change was made after I purchased KN95 masks. I have sent three emails (they dont offer a phone number) requesting a refund, and they respond only with why M95 masks are effective. I ordered a specific product and received something different. I just want a refund as a result of this unauthorized switch.Business response
09/15/2021
In August, due to the exponential surge in mask demand, VIDAs supplier began shipping *** Registered M95c-labeled Masks to a small number of customers who had purchased VIDA *** Registered Kids Masks with KN95 Protection and *** Registered M95i Masks to a small number of customers who had purchased VIDA *** Registered Masks with KN95 Protection. We want to thank the customer for contacting us through ********************. While we explained to the customer that the M95c masks they purchased were functionally equivalent to our KN95 Protection masks (See: https://blog.shopvida.com/2021/08/31/kn95-vs-m95-masks-whats-the-difference/), we appreciate their concern, however, and have provided the customer with a number of options, including options for replacement. - VIDACustomer response
09/21/2021
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,
*********************Initial Complaint
09/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed order on 8/1/21.Order no. ****** This is for 10 protective masks (black) for $83.89 including tax and shipping .I never received my order and no attempt was made to remedy this.These masks were ordered for my son to wear in college. These are the only masks that fit him well and he wears comfortably.I sent 3 message to their help system : aug 18th, aug 21, and Sept 4th. On Aug 18th and aug 21st they said the masks were on their way.On sept 4, they sent me a message saying to expect the order on Aug 9th, which makes no sense being that its September now.I asked them to send another order ASAP. I received no response . Their help system says to expect answers in 24 hours.To remedy the situation, I would like my order sent federal express to receive as soon as possible since my soon leaves very soon for college.Thank you ******* MatesBusiness response
09/15/2021
We apologize for the delay the customer experienced during a time when our supply chain was not able to keep up with the surging demand for face masks. We are happy to report that we were able to issue a replacement order with expedited shipping. - VIDAInitial Complaint
09/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
To keep our unvaccinated kids safe in school we ordered *** registered KN95s masks from Vida. We paid for overnight shipping.Three weeks later we opened a package of M95s masks, not the KN95's I had ordered. When I asked to return for a refund, I was told the M95s and KN95s are 'functionally the same.' When I researched this claim, I found ******** reported 'VIDA published these tests on its site. Regardless, medical experts we spoke to said theyve never heard of the M95 mask and none could confirm to us that theyre interchangeable with KN95 masks.' https://www.nbcnews.com/shopping/wellness/best-kn95-face-masks-n1259013#anchor-WhatisaKN95mask This is fraud. Worse, it endangers children. I want them to be held accountable and a full refund.Kids *** registered K95 masks 08-09-2021. order number is ****** Subtotal: $140.00 ** COUNTY TAX: $0.35 ********* CO LOCAL TAX SL: $1.40 ******** TAX: $8.40 LOS ANGELES COUNTY DISTRICT TAX SP: $3.15 Shipping: $25.00 Total: $178.30Business response
09/14/2021
As a courtesy, we processed a full refund on the customer *** Registered Kids Mask with KN95 Protection order. We also informed the customer to keep or donate the masks as these are good masks. As a note,
This customer received our *********** masks which a small number of customers received during a period when our standard labeled masks were not available. More information on the two mask types can be found here: https://blog.shopvida.com/2021/08/31/kn95-vs-m95-masks-whats-the-difference/. As you can see, they are functionally identical to our KN95 Protection masks and are also *** Registered. - VIDAInitial Complaint
09/05/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered 30 KN95 children's masks from VIDA. They sent 30 masks which were not labeled other than with a made in USA label. These are not KN95 masks, and they are not safe for my grandchildren. No specifications were sent for the masks. I don't know who manufactured them, what materials they contain, what their filtration rating is. I notified them of the problem by e-mail three times. They said they would reply within 24 hours but they did not reply to any of the e-mail requests. The K95 masks are currently backordered. If they substitute, they should at least send K94 masks for children that are legitimate not one without specifications and any type of label.Business response
09/11/2021
We want to thank the customer for contacting us through ********************.. While we explained to the customer that the M95c masks they purchased were functionally equivalent to our KN95 Protection masks (See: https://blog.shopvida.com/2021/08/31/kn95-vs-m95-masks-whats-the-difference/), we appreciate their concern and have reached out to the customer via email to see how we can further help. - VIDATell us why here...Customer response
09/12/2021
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.They do claim that the masks they sent are functionally equivalent to KN95 masks. However, the masks they sent were not labelled as M95c masks on the packaging or on the mask. Moreover, the testing spec sheet was for an N95 mask so it is unclear which masks were tested for filtration efficiency. They did follow-up again via prompt e-mail and said they will replace the substituted unlabeled masks with KN94 masks without cost. This is an acceptable resolution of the issue. Thank you.
Sincerely,
*****************************Initial Complaint
09/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered $86.34 worth of childrens KN95 face masks on August 14th. They stated the items would ship in 10 to 15 business days. Today is the 15th business day and I received a generic email saying that all orders are delayed. I have contacted the company three times inquiring about when my order would ship. The first time I contacted them I stated that my son begins preschool on 9/8 and would like to have my money back to purchase elsewhere if the order cannot arrive by then. They told me that they allow 10 to 15 business for the warehouse to pack and label the order. They also told me they wont give me my money back because they have a one hour cancellation window. I have since contacted them twice regarding the status of the order and they do not respond to me even though it says they will respond within 24 hours. I feel like I am being scammed and want my money back. They can keep their masks. I want to purchase masks for my son from a more trustworthy business.Business response
09/08/2021
We apologize that his customers order was delayed by the recent surge in face mask demand due to a rise in COVID-19 cases globally, which has affected our supply chains, as it has that of other sellers of high protection masks in the industry. While this was not within our control, we have reached out to the customer with a replacement mask that is now in stock. Well continue to work with the customer to get suitable masks to them as quickly as possible. We do apologize to the customer for any inconvenience. - **********************Customer response
09/08/2021
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
31 total complaints in the last 3 years.
3 complaints closed in the last 12 months.