ComplaintsforLogoTags

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for masks on Bona Fide Masks's website, a ******** of **** Chain Mfg (**************************), on Jan 1st. They charged my credit card on Jan. 3rd (almost $70). Their website said products ship out within 2-3 days. On Jan. 10th I had not received a shipping notice so I reached out to their customer service team. I followed up on Jan 11 and this morning (Jan 18) to find out if my order has shipped or to ask for a refund if they're unable to fulfill it. Their website currently says nothing about delays. I do not understand what happened to my order or why BFM will not respond.

  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,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a pediatrician. I placed an order with Bona ********************* of **** Chain) for 120 KN95 masks for employees in my pediatric practice on December 30, 2021. My credit card was charged and I have heard nothing about when my order will be fulfilled. The email links provided for customer service and for the President of the company, who provides his email address and requests feedback, are broken, as is the phone number (busy signal only). He also provides a cell phone number which has an answering message that says hi this is **** please hold and never picks up.Ive ordered from this company multiple times before and have not had a problem. I understand demand for masks is high but Im wondering if my money is now gone and my order will not be fulfilled. Ive attempted contact via their customer service link on their website and have gotten no response.

  Business response

  02/08/2022

  Hello, and thank you for the opportunity to respond.  We apologize that our phone and e-mail systems have been strained.  With Omicron variant and updated CDC guidance, the demand for masks is massive.  Our records indicate that the customer's order shipped on January 18, 2022 and was delivered January 22, 2022.  We have called the customer to follow up. We apologize for the inconvenience. We are working seven days a week to fulfill orders and have scaled our entire operation.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  December 29, 2021, I ordered KN95 masks from Bona ***************** part of the *****************. December 30, 2021, I received from Bona *************** an order ******* confirmation email (attached). December 30, 2021, the charge appeared on my credit card, with ***************** listed as the charging company (redacted credit card statement, attached). I never received an email the order shipped. I never received the order. No one answers my calls to the listed telephone numbers ("Bill's cell" listed on the confirming order email ************ or the company number ************). No one responds to my multiple emails at the designated email address for customer service ************************* requesting they either ship the order or refund my credit card.

  Customer response

  01/18/2022

  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.

  As soon as I notified them the company I filed a complaint with you, they notified me they shipped my order that very day (after ignoring multiple emails seeking help on this order).

  Thank you for giving me this avenue to finally get a response from the company.

  MANY others have posted on YELP they face the same situation I faced - charged for an order and then no communication from the company on when the product will ship, and no responses to communications to the company.

  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Bona fide masks a division of ball chain located in ********************** sells chinese kn95 masks. They claim they filter out 95% of virus. The chinese manufacturer (powecom) does not say this. Ive bought many of these masks from them for myself and family, despite the lack of evidence thatthey filter as advertised.I have sent ball chain and bona fide masks several emails stating:"Has any american, canadian, or ** testing been done?"The powecom site only says:"protect the wearers against non-toxic solid, particulates, powder, PM2.5 smog, dust, saliva, suitable for ******* particles."It does not mention virus or pathogen for this mask.Also, their test reports dont list particle size."I've never gotten a reply. So I sent another email to both saying that I have questions about their masks. To that I got replies from *********************** President of ball chain and ***********************, EVP Sales bona fide masks. They both asked me what are my questions. I responded with my above quote. I got no replies to that. I waited a few months and again replied that I never got a reply, but I omitted the specific question. Again I got replies asking for my questions. Again I responded with my questions and again I got no reply.It is obvious that they are receiving my emails, but are choosing not to responded to my specific question.This company states that they are ISO **** complaint. Im retired now, but I have worked in quality/regulatory for several ISO **** and **** companies. I've actually been involved to getting two companies certified to ISO ****. I've also been involved in new product *** approvals. None of these companies I've worked for ignored customer questions, especially when it concerned product quality.

  Business response

  12/06/2021

  In regards to the below.   we do not claim that they filter out 95% of the virus.   They have a filtration efficiency of 95% and above which is what we state very clearly.   the testing has been done by 3rd party labs and also by the ****** part of CDC/NIOSH as you can see below.   the *** does not allow masks companies to make claims about COVID - from the ***.gov site

  Conditions Related to Printed Materials, Advertising and Promotion

  . No descriptive printed matter, advertising, or promotional materials relating to the use of the
  authorized respirators may represent or suggest that the authorized respirators are NIOSH approved or ***-cleared or approved, or that the authorized respirators are safe or effective
  for the prevention of COVID-19.

   The respirator assessment results from genuine ******* masks are below
  
  ************************************************************************
  
  ********* ******* ********************************** ******* **** ********** **** ****** ***** ***** ************* **** ********* ******* ********************************** ******* **** ********** **** ****** ***** ***** ************* **** ********* ******* ********************************** *********** ***** ***** ************* **** ********* ******* ********************************** *********** ***** ***** ************* **** ********* ******* ********************************** **** ********** **** ****** ***** ***** ************* **** ********* ******* ********************************** *********** ***** ***** ************* **** ********* ******* ********************************** **** ******** ********* **** **** ************* ***** ***** ***** ************* **** ********* ******* ********************************** **** ******** ****** ****** ***** ***** ************* ****

  ***************** has replied twice to *** ***** in November  ******* has also replied 2 times in August.   

  *** **** feels that *** **** has been harassing him by texting him on his personal cell phone.  *** **** has answered previous questions and wishes this would stop.

   

   

   

  Customer response

  12/06/2021

  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]

   I have received no replies to my quoted question from *****************, ******** and/or anyone else.
  Powecom has also responded to my emails, but when I asked them specific product quality questions, they also didn't respond.
  I invite ***************** to forward me his email responses (with headers) he claims he made in November.
  The only emails that I received from him were asking me to send my questions.
  I review and clear my spam folder several times a week. I've seen nothing from him or powecom in there.
  Concerning his claim that I have been harassing him on his personal line. That phone number is listed in his emails to me. Since he didn't respond to my specific emailed question, I texted him. He responded, but once I identified who I was and referenced my previously sent question, he didnt reply.  Those phone texts were on last tuesday and wednesday. I have not texted him since. He also never asked me to stop or accused me of harassment.
  I will gladly supply screen shots of all those texts.
  Concerning his statement "In regards to the below.   we do not claim that they filter out 95% of the virus". I never claimed that they had.
  Concerning his statement "the *** does not allow masks companies to make claims about COVID". I never suggested that they did or should.
  Looking on that CDC site he listed (************************************************************************) I don't see ******* listed.
  I'll point out at this time, that my question has still not been addressed.
  **** ****

   

   

   

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

  
  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. ↩