ComplaintsforVida
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/03/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On August 6,2021 I ordered 250 kid size kn95 masks from Vida. I paid $546.98. The masks were intended for 6 and 9 year old children. Today (September 3,2021), I received 250 adult size m95 masks from Lutema. I feel this company is engaging in deceptive business practices and has not sent the product purchased.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 to resolve the issue as quickly as possible. We apologize to the customer for any inconvenience. - **********************Customer response
09/08/2021
Complaint: 15833489
I am rejecting this response because: The company is not addressing the issue of concern. The complaint is not regarding the delay in delivery. The issue is their false representation of their product and failure to provide a product that meets our needs. What I needed/ purchased were child-sized KN95 masks and that is not what I received. I would like a refund because of the company's failure to provide the product purchased. They are intentionally misleading consumers. If they cannot provide what consumers paid for and they marketed, they should be issuing refunds.
Sincerely,
*******************************Business response
09/21/2021
Weve been working with the customer to ensure that we provide the right sizing for their intended use, as sizing/fit varies, even within child and adult mask types.
In order to find the best mask sizing for this customer, we have issued a ******* of another *** Registered mask, at our cost, to determine whether this will be a suitable replacement for the customer. - **********************Customer response
09/27/2021
Complaint: 15833489
I am rejecting this response because: The matter is still pending. We are awaiting receipt of a sample pack of mask to see if they will serve as an acceptable replacement. The mask have not been received yet. If they are not a suitable replacement, we still would like a full refund.
Sincerely,
*******************************Initial Complaint
08/31/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased the 30-pack of *** Registered KN95 mask in the color Daisy on 08/10/21 (Order #******) from Vida. When purchased, this material stated it was in stock - but to expect the order to ship within ***** business days. It's been stuck on "Your item is at our ***************** working on shipping it out" for about (2) weeks. Their shipping update says that orders that placed Aug. **** are shipping on time - but now they don't have an idea on when we will receive our orders? They immediately take our ******************'t provide any way to contact them except via email, don't respond in a timely manner - aside from the generic statement they issue on their website. I asked them to cancel my order and they haven't responded. I want to cancel my order and want a refund; I even paid for next day shipping.Business response
09/01/2021
Unfortunately, this customers order was impacted by the recent surge in face mask demand due to a rise in COVID-19 cases globally, which has affected our delivery times as it has other sellers of high protection kids masks in the industry. While this was not within our control, weve refunded the customers order in full. We do apologize to the customer for any inconvenience. - **********************Customer response
09/02/2021
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
08/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 8/9/21 I ordered a 20 pack of face masks- ******** Registered KN95 Mask - Pistachio / 20-Pack. I received a completely different product- something called M95C mask. When I contacted them, they declined my inquiry to return the product and get a refund and merely told me what testing was done on the M95C masks. This is a bait and switch- I did not purchase M95C masks, I purchased KN95 masks, but received a different product than what I ordered.Business response
09/02/2021
We want to thank the customer for reaching out to us. While we explained to the customer that the M95c masks that they purchased were functionality equivalent to our KN95 Protection masks (See: https://blog.shopvida.com/2021/08/31/kn95-vs-m95-masks-whats-the-difference/), as a one-time courtesy, we have asked the customer to return the masks for a full refund.Customer response
09/02/2021
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
08/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order from VIDA masks on 8/4/2021. I ordered 4 packages of masks a total of 139.27$. The products were listed as in stock and ready to ship within 1-3 days from purchase. It is now well over three weeks and NO MASKS. I have contacted the company NUMEROUS times asking for an update and whereabouts of my order. Most times the emails go unanswered, and every once in a blue moon I get an email with an excuse,. I have also asked many times just to be refunded, no response. I have even called the company in ************* CA. They never answer and I have left numerous messages asking the whereabouts and now a refund. No calls back.I am so extremely upset as I placed this order for my children to wear back to school. This company is MISLEADING AND A FRAUD. They took my money and have since disappeared. All I want bow is my 139.27$ back and to never deal with this company again. Please help.Business response
08/29/2021
The current, exponential surge in face mask demand has impacted VIDAs supply chains, warehouses, and logistics suppliers, as it has virtually all other suppliers in the industry.
However, in this case according to our records, the order was still within the ***** day processing time when the customer reached out to us. As a courtesy to this customer, ********************** canceled the order and has refunded the customer in full. We apologize for any misunderstanding with this particular order. - VIDA
Tell us why here...Initial Complaint
08/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 8/3/21, I placed an order for a 20-pack of ******** Registered KN95 masks for a total of $67.68. When I placed the order, it said "In Stock - Usually ships out in 5 - 7 business days." A few weeks later, on 8/18/21, I emailed VIDA asking for the status of my order. I received no response. I sent another email asking for an update on 8/22 that said if I don't hear anything soon I would like to cancel the order. At that point, I looked the order up on VIDA's order tracker (https://shopvida.com/pages/order-tracker). I entered my email address ****************** plus the order # ******. The order status said "The item is at our warehouse and we're working on shipping it out." Earlier today (8/24/21), I emailed VIDA asking to cancel my order, as I haven't had any communication with the company since placing the order on 8/3, and I'd like to buy masks from a different company. I haven't heard from VIDA, and I would really appreciate support in getting a full refund of $67.68.Business response
08/27/2021
Dear BBB,
We appreciate the customer reaching out for more information about this order.
The current, exponential surge in face mask demand has impacted VIDAs supply chains, warehouses, and logistics suppliers, as it has virtually all other suppliers in the industry.
VIDA is working 24/7 with the goal to ship all orders as quickly as possible, with orders shipping every single day. In cases where a particular mask is backordered, were presenting our customers with a range of alternative masks to ensure they and their families can secure protection as soon as possible.In this case, we've emailed the customer with an equivalent replacement that is now in stock. If this is not suitable, we will proceed to offer the customer a full refund. Please thank the customer for their patience. - **********************
Customer response
09/01/2021
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. VIDA gave me a full refund.
Sincerely,
*************************Initial Complaint
08/23/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order for kids kn95 masks for my 10 year old daughter. The company sent the wrong masks. They responded to my email and said they would ship the correct masks on Monday, August 9th. I have not received the shipment. When I check the tracking information it shows they have not shipped as of August 23rd. I have contacted the company via email 4 times to inquire about my order and they have yet to respond. I would like the masks that I ordered and the company to respond to me, or at the very least a refund of the purchase price.Business response
08/24/2021
The customer received a lime colored mask instead of the ordered pistachio. We placed a replacement order in the correct color; however this product is now backordered. In the meantime we are reaching out to the customer with an alternative mask option at no additional charge. The customer will have the option of accepting this replacement or waiting for the pistachio mask to come back into our warehouses. We reached out to the customer today to see if this alternative is acceptable and will continue working to ensure the customer has been properly served. We do apologize to the customer for any inconvenience. Best, **********************Customer response
08/25/2021
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.