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Complaint Details

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Initial Complaint
02/28/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife and I ordered 60 KN95 masks from this company in January. The order was for 3 packages of 20 masks each. The company quoted a price of $1.15 per mask for a total of $69. This amount was charged to our ****** account (plus a large amount for expedited shipping) and the masks were shipped about 10 days later. What arrived in the shipment was 3 packages of 10 masks each, for a total of 30 masks, which comes to $2.30 per mask. I have sent the company 3 emails over the past 3 weeks asking them to rectify this problem. Each time I received an auto reply saying that they would get back to me, but they never have gotten back to me. Attached is the shipment detail posted on their website, the bottom of the attachment shows the quantity ordered (60) and the price per mask ($1.15) that should have been charged. It shows also the order number; note that the order was placed in my wife's name.
Business response
02/28/2022
Hello, and we have spoken with the customer regarding this shipping error and have apologized for the difficulty in reaching us. We have scaled our entire operation and are working seven days a week to fill customer orders. We are sending the remaining masks on this order, with no shipping charge to the customer. Thank you.
Customer response
03/01/2022
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 and the matter has been resolved. The company executives were extremely helpful and responsive once the problem was brought to their attention.

Sincerely,

*********************
Initial Complaint
02/16/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with the ******* of ******* 5, 2022 for 100 KN95 masks and 5 at home rapid antigen COVID tests, due to the lack of availability of these items at stores in my area. The anticipated receipt date at the time I placed my order was ******* 10, 2022. On ******* 24, 2022 I followed up with the business as my order was still listed as "awaiting fulfillment", and shortly thereafter received a shipping notice. When I received my order on ******* 27, it only included one rapid antigen test. I emailed the ******* that same day to ask for a refund of the money I paid for the additional four tests as they were now available in stores near me. I have followed up twice more and have received no response about the refund, or even if they intend to send the additional tests. Please note that in my supporting documentation the quantity on the antigen test product line item is 1 but the *** information indicates that the quantity of tests selected is 5.
Business response
02/16/2022
Hello, and we have spoken with the customer. We are refunding her money for the quantity of product that she did not receive. We have also apologized for her difficulty in reaching us. Our phone and e-mail systems have been challenged with communication related to our tremendous order volume. As we told the customer, we have scaled our operation and are working seven days a week to fill orders. We hope that this matter is now resolved to the customer's satisfaction.
Customer response
02/17/2022
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 and the matter has been resolved. I have received written documentation of the processing of the refund.

Sincerely,

***********************
Initial Complaint
02/08/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a product from this company on January 14, 2022. My bank account was charged for the product on January 18, 2022. I have not received shipping information or the product and it is currently February 7, 2022. All attempts to contact the business have failed. They do not return calls or emails. I am always asked to leave a message with managers. I cannot get ahold of anyone to help me. They have essentially stolen my money.
Business response
02/10/2022
Thank you for the opportunity to respond. We shipped this order and now have also refunded the customer in full for this order. We apologize for the delay. Our call and order volume has been incredible, as we also sell masks. We have scaled our operation, tripled our shipping staff, and we are working seven days a week to fulfill orders. Thank you.
Initial Complaint
01/29/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
No response for emails and messages left. It has now been 2 weeks since ordering and status says awaiting fulfillment. And was told it would ship January 24th. Numerous messages and filed complaints with no product and no refund of funds. Wish to get a refund and do not want any masks
Business response
02/01/2022
Hello, and we are happy to assist. We are sorry to learn of the confusion. This order has shipped, and we have called the customer. According to our records, when the customer put items in the cart and placed this order, a shipping timetable estimate of 29 days appeared on screen. Our records indicate that the order was placed on 1/16/22, so we are within the estimated shipping timetable (today is 2/1/22). Thank you, and we remain available to assist the customer.
Customer response
02/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They stated in their response it gave as estimated shipping of 29 days and ******** who left a voicemail said it gave an estimate shipping of February 7th and my order was January 16th so that is 22 days. I didn't see either of these dates only 10 days but if I did overlook that date it is still an issue that this evening I still haven't received an email with tracking information, as mentioned in voicemail transcription and order status states "awaiting fulfillment" the response to you (BBB) states order already shipped to consumer but I'm seeing no information stating this is true. Will double check my email in the morning for tracking info and check the website order status. Thanks for your help in trying to resolve this issue.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
01/27/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of Transaction: 1/7/2022 Thank you for your order from Bonafide Masks! We wanted to let you know that your order (#*******) was shipped **** First Class with pickup by *** Mail innovations on 1/7/2022. You can track your package at any time using the link below.Shipped To:************************* ************************************************************************* This shipment includes the following items:Item #Description Qty KN95-SM-CHILD-RSP-PWCM-MSK-50-1 Smaller or Children's Sized Powecom KN95-SM Respirator Mask - 10 masks per pack - Made to the NEW GB2626-2019 Standard with Better Breathability Issue: Upon arrival with ****, the masks were soaked and wet. Unusable. I contacted the company right away via the email provided on their website on 1/15. I pasted that email info below. I also took pictures of the wet masks and attached them to the email. ************************* <***********************> Sat, Jan 15, 2:54 PM (12 days ago)****** ** ******* ******** *** **** ***** ***** *** **** *** *** **** **** ** **** ****** *** **** **** ****** ** ** ********** *** **** *** *** ******* **** * **** *** ***** ****** ** ** ***** ** ***** ***** ** **** ** ******* *** ****** **** ********* *** *** **** *** ** ******* **** ******** **** ****** *** ** **** **** ** ** ***** ***** *** ********* ******** **** **** ******** * **** **** ** ******* ******* ***** ******** ******* *** ** ***** ******** ** ********* **** ***** ** *** ***** ****** ****** ** ********* ** ***** ****** ******* ********* ****** ***** ***************************** *********** ******* ********* ****** ***** **********************
Business response
02/01/2022
Hello, and we have contacted the customer. It sounds as though the package was compromised in transit, and we are replacing the masks at no charge to the customer. We are working seven days a week and have tripled our shipping team to address the incredible demand for masks, due to the pandemic and recently updated CDC guidance. We remain committed to our customers and apologize that our e-mail and phone systems have had to process tremendous volume.
Customer response
02/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Hello and thank you for contacting Ball Chain in my behalf. I received an email from their company about getting more masks sent. As I appreciate that offer, I have already bought more masks from a different company and only want a refund for what I paid. I hope they can get my refund sent to me asap. Thank you

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Customer response
02/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Good afternoon, as I would normally appreciate replacement product, I really only asked for a refund from the beginning of my complaint. Please refund my account for the amount I paid. Thank you

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business response
02/10/2022
Hello, and thank you for the opportunity to respond. We have contacted the customer and will refund the amount of this order in its entirety. Thank you.
Initial Complaint
01/24/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/27/2021 I ordered $47.69 worth of masks from the Bona Fide Masks website. Order # ******* It has now been nearly a month and I have NOT received the masks and have NOT received any emails about WHY I have not received what I paid for or when they will ship. I have contacted this company MULTIPLE times asking for an update and HAVE NOT RECEIVED AN ANSWER as to what is going on with my order.
Business response
02/14/2022
Thank you for the opportunity to respond. We apologize for the delay and any confusion. Our records indicate that this order shipped on 1/28/22 and reached the customer on 2/2/22. We have scaled our operation, tripling our shipping team, and we are working seven days a week to meet the tremendous demand for masks during this pandemic. Our order volume has been immense. We are a family owned and operated business and care deeply about our customer. We expect to be able to resume our normal shipping timetables in a few weeks.
Initial Complaint
01/20/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order at BonaFideMasks via the internet, but there was an error in the order. I noticed this upon receipt of my confirmation email from BonaFideMasks. I cannot reach anyone via the phone, and have emailed the company numerous times to cancel this erroneous order, beginning when I noticed the error. To date I have received no response at all from this company. At this point, I am concerned that the company is not legitimate as I can get no response.
Business response
02/10/2022
Hello, and we have reached out to the customer. This order shipped. We will either refund the customer's money or re-ship items, according to the customer's wishes. We are a family owned and operated business. Our systems have been strained due to incredible order volume associated with the Omicron variant and updated CDC guidance. We have scaled our operation and are working seven says a week to fulfill orders. Thank you.
Initial Complaint
01/20/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order for covid tests (#*******) two weeks ago and never received them. When I call the phone number listed on their website, no one ever picks up. When I email, they either don't reply or reply that "it will be shipped" or "has been shipped" when it has not. Even the tracking number shows that the items were not shipped. They merely created a shipping label and didn't bring the items to the shipper. All these games makes me no longer trust them. I have asked countless times to please cancel and refund and they keep ignoring my emails. It seems like the items are not in stock and the company isn't being upfront about it and keeps misleading customers.
Business response
02/10/2022
Hello, and thank you for the opportunity respond. We apologize for any confusion or delay. Our records indicate that the package was delivered on February 5, 2022. Please see below. Thank you.
Tracking Number: *************
Your item was delivered in ****** at 12:58 pm on February 5, 2022.
USPS Tracking Plus Available
Status
Delivered
February 5, 2022 at 12:58 pm
******
Customer response
02/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Your response does not resolve my dispute. The order arrived a month late and there was no communication on your part to inform me about the delay. In fact, the only time your office responded was to provide me with false and misleading information claiming that my order had been sent when it had not been sent. I am disappointed and want to be fully reimbursed for the extreme delay. Feel free to send me a shipping label and I will have your items shipped back to you. Your company should honor a reasonable delivery timeframe. If you cannot, you should inform your clients giving them genuine information.
You have forever lost my trust.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ***********

Business response
02/11/2022
Hello, and we have spoken with the customer. We are processing a refund for her. We apologize for the confusion and also note that this was an international shipment, which requires additional steps and clearances from a shipping perspective.
Customer response
02/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

While I appreciate the refund, the reason given by the business to explain the delay is disingenuous. I ordered two different orders on the same day (one shipping to ****** and the other shipping to ***). Both orders arrived extremely late so international shipping does not justify that an order is more than a full month late. My biggest issue is that there was no response or communication from the business every time I have asked for an ETA. The only time I was given an ETA, I was given false information and the order did not arrive. The phone number listed on their website never picks up or is always busy. I asked multiple times to cancel my orders since they hadn't shipped. They were never canceled as requested.
If your company cannot honor their customer service, they should not take so many orders.
Thank you for the refund, but I will not be ordering again since you continue to spread misinformation even after we spoke on the phone and I explained what happened.
Thanks
*********

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** ***********
Initial Complaint
01/20/2022
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased some KN95 masks from Bona Fide Masks on 1/14/2022. This company was reported in a news report as providing these masks. I provided payment through PayPal in the amount of $34.34. However, the payment was made to **********************. My order indicates it is still in fulfillment. I have tried to reach the company on their listed telephone number but it does not work. It was reported masks would be mailed out with 3 business days.
Customer response
01/20/2022
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 and the matter has been resolved.

Sincerely,

******* *****

1/20/22: I finally got to speak with someone at the company and they assured me the order will be sent on Monday 1/24/22. I am resolving this dispute at this time. I understand many businesses are working very short staffed and that is what was reported by the employee I spoke with. I am taking his word the order will be shipped out Monday and I will receive next week.
Initial Complaint
01/19/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered mask from Bona fide mask / ************* ******* 1/3. I have been unable to contact them since this day. When you got to account it says awaiting fulfillment. I have received no masks and have been unable to reach anyone expected shipping was 3-5 days. When you call it says voicemail full, email you recive a blanketed response, message thru there customer service system. No resposne. I am trying to get my money or mask and can not get in contact with anyone at this comany. please help.
Business response
02/04/2022
Hello, and thank you for the opportunity to respond. We just spoke with the customer. She has received her masks. We truly apologize that we have experienced tremendous demand for masks, in part based on the Omicron variant and updated CDC guidance regarding masks. We have scaled our operation and are working seven days a week. We have also implemented a call center. We apologized to the customer for the difficulty she experienced in trying to reach us.

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