Complaints

This profile includes complaints for MIRA Safety LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MIRA Safety LLC

  7301 N FM 620 Rd Ste 155 # 259 Austin, TX 78726-4537

• 

  MIRA Safety LLC

  1713 Hur Industrial Blvd Cedar Park, TX 78613-7229

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gas mask from Mira Safety on Feb 5 2025 order #******. I emailed customer service and a representative told me the company does not accept refunds/returns on items that has been marked delivered. The representative later suggested that I leave a note on my front door refusing the delivery and the item will be returned to sender then I could receive a refund minus the restocking fee. I later contacted customer service again and was told I can't get my refund or the mask back.

  Business Response

  Date: 04/28/2025

  Dear Better Business Bureau,
  
  MIRA Safety acknowledges receipt of Complaint #******** filed by ************* regarding order #******, placed on February 5, 2025. We understand Mr. ***** frustration with the handling of his return and we appreciate the opportunity to provide clarification and address his concerns.
  
  Due to the nature of our products, once items have been shipped from our warehouse, we do not offer refunds. We do not resell open items. This policy ensures that our customers receive *** that has not been compromised or tampered with in any way. This policy is in place to protect the health and safety of all our customers.
  
  We acknowledge that there was some initial confusion in our customer service communication with Mr. **** A representative initially suggested a return-to-sender option, which was incorrect. We regret any inconvenience or misunderstanding this may have caused.
  
  To clarify our position:
  
  -Our return policy is in place for the safety of our customers.
  -The customer's order was delivered.
  -We have a record of the customer rejecting the delivery and the order being returned to us.
  -We understand the customer's desire for a refund. However, given the nature of the product and our stated return policy, we are unable to fulfill the request for a full refund.
  -We value our customers and strive to provide accurate information and consistent service. We are reviewing our internal communication protocols to ensure that our customer service representatives provide accurate and consistent information.
  
  To provide further context, we are including the relevant email correspondence with Mr. **************** R (February 23, 2025, 10:47 AM): "I never received my refund for order #******"
  
  ******* P (March 5, 2025, 4:03 AM): "Thank you for reaching out regarding your return package. We will need to allow for the return of the original package before we can proceed with processing your refund. Once we have received the returned item, we will promptly process the refund. Please be aware that the shipping cost for the initial order will be deducted from your account as part of this process. Additionally, please allow for a processing and inspection period that may take 7 to 10 business days once we receive the returned product."
  
  Reye R (March 5, 2025, 12:51 AM): "Hello I never received my refund and the tracking number states it's been delivered over a week ago."
  
  ******* P (March 5, 2025, 4:55 AM): "Hello Reye, I hope this email finds you well. I've escalated your case to our management team for a thorough review. Unfortunately, based on our policy, we are unable to process a refund for shipped and delivered orders, including those returned to sender shipments. This policy is in place because unfortunately, we cannot guarantee the condition of returned PPE, and reselling used PPE could potentially compromise the safety of our customers...While a refund is not possible at this time, we value your business and would like to explore other potential solutions like exchange or store credit. If you prefer reshipment, could you please provide us with your shipping address so we can re-ship your order."
  
  Reye R (March 5, 2025, 5:10 AM): "I was told through an email that I still have if the package was undeliverable and returned back to your company I will get a refund. The item never entered my house was accepted. So sounds like you're going to keep the product and my money."
  
  Reye R (March 5, 2025, 5:22 AM): "Can I exchange the mask for some 40mm filters? One pack of particle max p3 and the rest left over with *** 77 SOF filters?"
  
  ******* P (March 5, 2025, 7:47 AM): "Regarding your request to exchange the mask for 40mm filters, I must inform you that we can only exchange it for another gas mask. This is in accordance with our current policy."
  
  Reye R (March 5, 2025, 8:51 AM): "lol omg I can't win here. I don't need a mask I need a refund. So I can't get my money back?"
  
  Reye R (March 5, 2025, 8:56 AM): "I'm going to file a complaint with the BBB because I have emails stating for me to refuse delivery in order to get a refund and you all have the mask and my money."
  
  ******* P (March 5, 2025, 3:32 AM): "I apologize for the inconvenience you have experienced regarding your refund. We have made another request to our management team to review your case thoroughly. I am pleased to inform you that your refund has been processed. Please allow 5-10 business days for the refund to be posted to your account."
  
  We acknowledge that a refund of USD ****** was processed on March 5, 2025, as per our records and the attached invoice (INVSHP******). The invoice details are as follows:
  
  Order Number: SHP******
  Item: CM-8M Full-Face Respirator
  Refund Amount: USD ******
  We trust that this documentation clarifies the matter.
  We are willing to cooperate with Mr. *** and the Better Business Bureau to reach a satisfactory resolution.
  
  Sincerely,
  MIRA Safety LLC

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company I purchased from is legit, but my case and other peoples cases mentioned on BBB are scamming people, not deliver *******s, and not perform customer and return support.I have purchased CM-3M CBRN Child Escape Respirator / ********** Mask with PAPR that is clearly stated on their webpage as MIRA ******** But l got a fully ******* ******* without NO **** tags or markings, and Hebrew language all around. So, I ordered an MIRA ******* but received an unknown ****** ********On the same day I received it I requested a return. Item was unopened/unused. But they declined my request, saying: "In light of the recent global events, we've decided to suspend all returns and exchanges. Right now, all shipped and delivered orders are considered final and are no longer qualified for a return nor an exchange.". After many emails with customer support still no success on my request.

  Business Response

  Date: 01/21/2024

  We appreciate the opportunity to address the concerns raised by ****************************

  However, the purchase in question, CM-3M CBRN Child Escape Respirator / ********** Mask with PAPR, was accurately fulfilled. The product's origin from ****** is clearly stated on our website. Please see the attachment. You can also visit the product page here: *********************************************************************************

  About the return request, our policy, explicitly outlined on our website, prohibits returns or exchanges for personal protective equipment, including gas masks. This policy is implemented to prioritize the safety and hygiene of our customers. You can check our returns policy here: **********************************************************

  While we empathize with the customer's desire for a return, we decided to deny the customer's request due to the following reasons:
  
  1. The listing explicitly states that the product is made in ******.
  2. We do not accept returns or exchanges.

  We hope this clears things up. Thank you for your attention to this matter.

• Initial Complaint

  Date:06/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with MIRA Safety on August 10th 2022 for two Level 4 10"x 12" Body armor plates at a cost of $499.94. It is now June 18th 2023 and I still have not received the Items I ordered. They sent me an email with the tracking information in August saying that the shipping label was printed but that there would still be a lead time before they shipped the order. The email also stated the I should be patient and not contact them as will slow down the process (I still have this email if you need it). The tracking information never updated past the shipping label being printed and expired. I finally was able to get in contact with them in March, ever since then they have been deflective, they lied saying the my order was in transit multiple times, and have refused to replace the items or give me a refund twice now. I have all of the supporting emails that they sent me if you need them (I don't know how to upload the emails to this form)

  Business Response

  Date: 06/23/2023

  Dear BBB:

  We are writing in response to the complaint filed by the complainant regarding their order placed with MIRA Safety. We appreciate the opportunity to address their concerns and provide clarification on the matter.
  
  According to our records, the complainant placed an order for two Level 4 10"x 12" Body armor plates on August 10, 2022, with a total cost of $499.94.
  
  It is important to note that we sent an email to their email address on August 13, 2022, which contained the tracking information for their order. In the email, we informed the customer that while the shipping label had been printed, there would still be a lead time before the items were shipped. We also kindly requested their patience during this process, emphasizing that contacting us frequently might slow down the overall progress. We have reviewed our records, and we can confirm the existence of this email communication.
  
  A few days after this communication, the shipment was already in transit. 
  
  However, it is important to note that they only reached out to us to complain about their order on March 13, 2023, which is approximately seven months after the order was shipped. By that time, our options to file claims and investigate the matter with the shipping carrier had already expired. The tracking number no longer even existed. This limitation restricts our ability to refund or replace the order, as we no longer have the necessary recourse to rectify the situation directly with the carrier.
  
  We understand that this may be disappointing for our customer, and we genuinely apologize for any inconvenience caused. We pride ourselves on providing excellent customer service, and it is regrettable that we were unable to meet their expectations in this instance.
  
  Thank you for your attention to this case, and please do not hesitate to contact us if you require any additional information or clarification.
  
  Sincerely,
  MIRA Safety

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 16 Ordered over $500 products and at that time advised 3-4 business days should ship. All items in stock.. Feb 22 recd notice items delivered, they did not. I emailed **** and got a form robot email back orders now taking aporox ***** days. I kept trying to call-automated and email- automated response and even do their online chat- no response. I emailed to cancel order, no response. I had to contact credit card company because no response from these people. Are they a scam? Just want my MONEY BACK at this point.

  Business Response

  Date: 04/04/2023

  To whom it may concern:

   

  We are sincerely sorry for the inconvenience. Upon further checking, the order has already been cancelled as of 01 March 2023 for the full amount immediately after the customer's March 1 cancellation email request. Again, we do apologize for our slower lead-time to the surge of orders we had received. 

  Customer Answer

  Date: 04/13/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:02/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/17/2023 i ordered 2 different products from this company. Their confirmation said it would ship out in 3 to 5 days. I contacted their customer service after 3 days for an update because I had no communication from the company. We paid extra for 2 day shipping so we would receive our product before we go on vacation 3/2/2023. During my chat conversation with customer service they stated that the time to ship is 10 to 14 business days, which means we will no longer receive the product prior to our vacation. And almost $600 worth of product will be left sitting on my porch for the 10 days we are not home for the local porch pirates to take. If when ordering I would have been told of the extended time I would not have ordered, nor paid for expedited shipping. I have the copies of these messages to back up these claims and false advertising of delivery dates.

  Business Response

  Date: 03/08/2023

  Hello there,

   

  We sincerely apologize for the inconvenience this have caused. Due to the sudden nature of influx of orders, our lead times had rapidly changed. Please be advised that we are coordinating with *** to have the shipment returned back to us, or if possible held at *** Point of Pickup until they arrive back from their vacation.

   

  Sincerely,

  MIRA Safety CS Team

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered front and rear 10"X12" body armor plates (Order# *****) from them on June 3, 2022 costing $533.06 with taxes and shipping. Received two damaged plates on July 11, 2022 and contacted their customer service to fix the issue. Didn't hear back until July 21, when they told me to ship them back which I did on July 25, according to **** tracking they arrived in ****** August 2, to this day **** claims to be unable to locate the package. They have not sent new plates nor have they refunded my money. I've been exchanging emails with ********* from customer service this entire time, sometimes not hearing from her for over a month, saying she'll "escalate this concern to management, and see what we can do to resolve this issue." What MIRA Safety can do is either give me undamaged merchandise or refund my entire purchase price. It's been eight months over the course of two years and I still don't have what I paid for.

  Business Response

  Date: 02/27/2023

  Dear BBB,

   

  We want to extend our deepest apologies to this customer. We have worked with him in resolving this situation and have issued a replacement order for his plates. 

   

  Respectfully,

  Shan

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They collected tax money for a city I don't live in. I've emailed them 5 times and CC'ed them on an email from the city they collected tax for. They seem to be stealing tax money and I've had no response form them. I've tried calling them with no answer and they are just a tax scam company. The amount of tax they stole from me is two hours of work from me working. I want this money back and next will be reporting them to the ****

  Business Response

  Date: 07/18/2022

  To whom it may concern:

   

  We sincerely apologize for the inconvenience. Our system automatically computes the tax rate entered by the zip code of the customer. In this case, the system had entered into the shipping address ***************, thus he was charged taxes for those too. The process for refunding taxes takes a while as we need to get in touch with our accountant to verify the veracity of their claim. In this case, the system erred in charging him those additional tax. He has been refunded and a resolution has been issued. We apologize again for any inconvenience.

  Customer Answer

  Date: 07/20/2022

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 26th I placed an order to Mira safety for 2 child gas masks and filters to go with the masks. When I placed the order everything was listed as in stock. A week or so later I received my order, but instead of 2 filters I got a note that says they will ship in 2 weeks. After 2 weeks passes I contact **** and am told it could be 4 to 6 weeks from order date. Months after placing the order I get correspondence from ****** stating they are packaged and ready to ship but it's taking a while because they are shipping in "batches", whatever that means. Weeks go by and ****** then tells me they have no idea and they will contact the shipping **** and pull a ship ticket they printed out so I get a tracking number although they have no filters to send me, so after emailing ****** back and forth for a week demanding a refund so I can buy from an honest and reputable seller they stop responding to emails and its been 3 weeks or more and still no refund. All I want is the roughly $140 refunded to me that I am owed for a product I have not received. Order#*****

  Business Response

  Date: 07/04/2022

  To whom it may concern:

   

  We sincerely apologize for the inconvenience. Upon checking Order #*****, the customer has already filed a chargeback pulling out $135 from our account. Considering this, we are no longer able to refund him on our end as once again, the said amount has already been pulled out of our account. With that being said, we take accountability for our delayed response. As we have stated previously, between March and June proved to be an extraordinary time for us considering the volume of inquiries brought about by the recent geopolitical climate in Europe. We extend our apology to the customer, and if they are interested, are prepared to offer them a 20% discount on any items they would like should they decide to purchase with us in the future again.

   

  Respectfully,

• Initial Complaint

  Date:06/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a gas mask at the starting on May 2022. I used affirm as my payment method which allows me to pay over time. Shortly after my order was placed I received the same mask I ordered as a gift. I contacted the seller for the order to be canceled. I was told they would process it and if I hadn't heard anything with in a week to message again. So I did and was told it was being worked on. It's now almost a month later. I have paid affirm payments, I haven't received a refund to them for the item, customer service still says they are working on it, and I don't have a product I'm still paying for. I need this order canceled and affirm to be notified as well.

  Business Response

  Date: 06/02/2022

  To whom it may concern:

   

  We are very sorry for the inconvenience this may have cause to our customer. We have already responded to his email inquiries and have coordinated with our warehouse manager to expedite the pull-out of their order. A full refund has been issued. 

  Thank you for your understanding.

  Customer Answer

  Date: 06/02/2022

  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.
  
  
  Regards,
  
  
  ***********************

• Initial Complaint

  Date:05/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/22 I placed an order with MIRA safety in the amount of $433.48 for items listed as being in stock. (Order # *****)On 5/5/22 I contacted customer service to confirm my order and check the status. **************** responded with Upon checking, your order has been labeled and already forwarded to the fulfillment center. From there, it can take another few more days or 1 to 2 weeks before you will see movement on the tracking page.On 5/6/22 I received an email stating The last items in your order are on the way.Track your shipment to see the delivery status. And tracking information was provided in that email.On 5/17/22 I contacted customer service again because there had been no updates on tracking but my order was showing a status of fulfilled on my customer account tab on the **** ********** that date customer service responded with We apologize for the confusion. At this time, we are experiencing a significant surge in order volume with recent global events, so we are printing shipping labels in bulk to send to fulfillment. When we do this, you receive a notification that the product is on the way, but in reality, it just means that the label has been created and sent to fulfillment.Please bear with us While we continue to process all the orders in the fastest way possible.Your order's lead time is 4-6 weeks from the date of purchase.So I waited until the 6 week **** had passed and contacted customer service again on 5/26/22 and was informed the items I ordered are on back order and The next batch is estimated to arrive by mid-June.I then responded via email and requested my order to just be canceled.I received no response. I submitted an additional request to cancel my order via the customer service tab on the **** website but got no response there either.I have submitted an additional request via email to cancel my order and receive a full refund, but Im still not getting a response to any of my requests.

  Business Response

  Date: 05/31/2022

  To whom it may concern:

   

  We have clarified the situation with the customer and they have agreed to wait further for the product. We do apologize for the inconvenience, and we are extremely grateful for their patience.

  Customer Answer

  Date: 06/01/2022

  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.
  
  Regards,
  
  ******************