ComplaintsforHope Health Supply
Medical Supplies
Current Alerts For This Business
Pattern of Complaint:
On January 22, 2022, the BBB requested information from the company regarding a pattern of complaints alleging the company's failure to deliver products within the time-frame promised, failure to provide refunds when orders were cancelled, and failure to provide adequate customer service. The BBB requested the company address these matters and correct its practices to eliminate the pattern of complaints.
The business has not responded to our request but posted the following message on its website for those consumers who plan on ordering KN95 white masks from the business, "Due to high volume, delivery times may be a bit longer than normal."
The BBB encourages consumers to read all terms and conditions before purchasing products online.
The business has not responded to our request but posted the following message on its website for those consumers who plan on ordering KN95 white masks from the business, "Due to high volume, delivery times may be a bit longer than normal."
The BBB encourages consumers to read all terms and conditions before purchasing products online.
Additional Complaint Information
Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
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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
07/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This company sent me an email attempting to send a debt in my name to collections. This is the first time I'm hearing about this, and this debt does not exist. Additionally they are charging me more money than the original purchase. I resolved the issue with my bank who attempted for 3-4 months to contact Hope Health Supply to resolve the issue about the product I did not receive. My bank reimbursed the funds in my account. Prior to my bank dispute I attempted to contact this company about the missing product for a month, and they would not answer my emails.Initial Complaint
06/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I'm reaching out to you for assistance. As a customer, I believe I'm being totally ignored. Due to a severe illness, this was delayed getting to you.Transaction date: 1/12/22 I placed an order for a pack of 15 masks. I was charged twice for the same thing 1st pack was $31.79, 2nd pack was $37.08. Order #****** Your assistance is appreciated. Please see attachments.Thanks,***************************Initial Complaint
04/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order with Hope Health Supply for KN95 masks on 1/14/22. There was a delay in the shipping of the order, so I found another company that could supply the masks in a more timely manner. I sent an email cancelling the order on 1/19/22 (there is no way on their site to cancel an order), but I never received a reply. I followed up again on 1/24/22 requesting confirmation of the cancellation, but never heard anything back. I sent ANOTHER request for confirmation of the cancellation on 1/27/22 in the morning, but never received a reply from Hope Health Supply. In the afternoon of 1/27/22, I received an automated email notification that the order was going to ship and responded to that notification with ANOTHER request to cancel the order referencing my previous cancellation requests. Hope Health Supply has a very unclear process for requesting a return. There is an cloaked email address on their return information page that prevents a user from using it to request a return. Because of that, I used the standard [email protected] address on the day I received the shipment (2/2/22) to let them know that the product was not needed, and to request an RMA and return shipping label. They never responded. I opened a dispute with my credit card company on that day. On 2/18/22 I sent a follow-up email requesting a return. Again, there was no response. Initially the dispute was denied because Hope Health Supply apparently will actually respond to them. However, when I re-explained the situation, the refund was put through on a permanent basis. If Hope Health Supply wants their product back, the unopened shipping bag is still sitting here waiting for an RMA and return shipping label. Do NOT order from this company. They are clearly preying on unsuspecting customers and have no desire to actually resolve problems. Obviously, I am far from the only person to have been ignored by them when trying to resolve a problem.Initial Complaint
04/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
HHS is a disgusting, scamming collection of liars who did nothing but try to seek monetary gain from the COVID-19 pandemic. After placing an order for KN95 masks, HHS offered radio silence. No shipping dates. No updates. No responses to multiple emails. I waited almost 2 months to hear a word from them and receive a product that was NO longer useful. I have asked for my money back, asked how to return the items, countless times. There is zero communication. A day after *** marked my package delivered I received an email that states my order had been delivered via ***’ website. Nothing about the other 6-7 emails I had sent asking a for updates on an almost $400 order. Clearly HHS’ emails work. They just pick and choose which they respond to. I am seeking a refund on all items purchased but HHS conveniently cannot answer their emails and do their best to not list any other point of contact.Initial Complaint
04/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased KN95 masks online on Jan 3, 2022. Order #****** They promised 3-7 days delivery. I live in ****** so I knew it might be a couple of extra days.My credit card was charged immediately. After 2 weeks had gone by I sent an email cancelling my order. I did due diligence on the product and decided I did not want it.They sent an automated response acknowledging my email and that someone will get to me as soon as possible.3 days later I sent another email asking about the status of my order.They responded with the same auto reply.On Jan 29 I disputed the charge on my credit card.On Feb 2 I received an email from the business saying my order is on the way.1. I cancelled the order 2. When the order arrived I determined the product to be fake based on much of the research surrounding real vs counterfeit masks.3. I received the order but do not want it. There is is no way to return it because they do not respond to customers.Im still disputing the charge with my credit card company.This is a terrible company that does not communicate with its consumers.Initial Complaint
04/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On January 21, 2022, I ordered one pack of 15 KN95 masks from Hope Health Supply. The total was31.99. When I finished up came a window indicating 24.99. I thought Hope Health Supply was discounting my order so I agreed to that. It turns out that this was a second order for an additional 10 masks. The whole experience was very confusing so within minutes of receiving the two confirmation order e-mails , I replied via e-mail. "Cancel my order".. In fact , I have e-mailed Hope Health Supply Company at least five times. I contactd my credit card company and when the package arrived at my post office, I gave it to the postal employee and told her I refused to accept delivery. I do not have the masks. I want Hope Health Supply Company to credit my credit card.Initial Complaint
04/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Made an order for masks in the beginning January of 2022. Even though the payment by credit card was collected by the end of the January, they havent made the delivery as of today, three months past the order. Attempted to contact them via email . On the first attempt , they replied saying hang in there . After that even though tried repeatedly no response and calling their number is of no use since no one picks up. ************************ [email protected] (email address given for the order)*******, ** ***** This is the address on the reply. Made the order since wirecutter recommended the company saying their masks were good. ORDER #****** Thank you for your purchase!Hi ******, we're getting your order ready to be shipped. We will notify you when it has been sent. Given below is the order summary View your order or Visit our store Order summary KN95 Masks 1 White / 30 Pack $54.99 Subtotal $54.99 Shipping $0.00 Taxes $4.88 Total $59.87 USD Customer information Shipping address ******************************* ************************************ ,apartment *** New York NY ***** United States Billing address ******************************* ************************************ ,apartment 21H New York NY ***** United States Shipping method Free Shipping Over $50 Payment method **************** ending with $59.87 If you have any questions, reply to this email or contact us at [email protected]Initial Complaint
04/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order on January 7 and did not receive the masks in time so had to purchase them elsewhere. I was not able to cancel the order and they were delivered on February 14. I have sent them emails since that is the only contact option they gave but all I received was a generic message saying someone will contact me. As of April 3rd no-one has.Initial Complaint
04/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Purchased 30 Black KN95s from Company on January 4. Order #****** For 58.28. In March I opened my first package and upon opening my first package the second mask I attempted to use the ear loop snapped while trying to put it on. So I came home and tried another in the package and it did the same thing. So on March 15 I emailed requesting a refund. I received a response requesting photos and number of masks. I sent the information on 3/17 that 15 of the 30 masks were effected and attached photos. I didn't get a response. I emailed in March 18 a follow up email and did not receive a response.Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Friday, March 25, 2022 online Hope Health Supply for some reason put in two orders not one. realized error so emailed company within 30 minutes to cancel: subject line said URGENT please cancel order ******. $95.61 that appeared within the last half hour. The $95.61 appeared as pending Friday and Saturday. So I called ***** credit card and opened a dispute by phone which was recorded. Then I emailed Hope Health supply again Saturday and Sunday. I also called ***** called ***** on Saturday and Sunday. ***** told me they take care of it, just refuse delivery. A few minutes ago the mail carrier came and he says he just drops off the mail. I explained that I did not order $95.61 worth of masks and that I wont accept the delivery. If I write return to sender I have to pay to send it back to vendor. so I have to stay home and refuse delivery in person and the carrier is supposed to take it back. I didn't order it I don't want it I cant afford it. In the second of the emails to the vendor I suggested they fix the website navigation and allow people to confirm the item they are buying and the cost of that item. As soon as I went back a screen to change payment method, another order was put in for me and I didn't even know what it was. I didn't get to confirm. Only wanted order number ****** for one box of 15 black KN 95s for under $29 through ******, then I decided to use ***** card instead. Suddenly had another order that I could not review. Called ***** customer service Friday Saturday Sunday. I wrote hope supply three separate emails explaining that I wanted them to cancel the order for $96.61 and 60 KN 95 masks. Vendor acknowledged my email but did nothing to help me get a refund or cancellation. I want CANCEL or refund order ******/$95.61 on ***** credit card. For me this is horrible. I am writing to you the BBB to warn website doesn't work well, no phone # customer service. Best, *****************************************************Dedham, MA *********
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Customer Complaints Summary
279 total complaints in the last 3 years.
0 complaints closed in the last 12 months.