Complaints

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:09/14/2024

  Type:Service or Repair 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 ordered the product and paid for it but have never received my order.

  Business Response

  Date: 09/15/2024

  Hi BBB,

  We regret to hear about the customers order issue. Unfortunately, we were unable to locate a VIDA order associated with the account details provided, including the email address, shipping address, and full name. We have already contacted the customer to request additional information that may help identify the order in question.
  We will provide updates and take corrective action as soon as we receive the necessary details.
  

• Initial Complaint

  Date:02/06/2024

  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.

  I have been ordering Vida masks for years, because they had certified, proper KF94 masks. I have not gotten covid while wearing these, and they always came individually packaged and stamped with proper certification (KF94, CE, etc).I reordered the same masks just a few weeks ago and received something entirely different. The masks were mass packaged, were of low quality, were smaller, had poor fit, and were stamped only with "Made in ***". There is no accompany label, certification, or any proof that they provide the protection alleged. The company provided me test results from 2022, from an independent lab. There is no evidence of the **** listing" or any sort of connection to the *** or authority that rates mask efficiency. There is no evidence that the masks provided are the same ones that obtained the results shown in the studies. I have no idea what I received.I am high risk, and I too feel like I have been bait and switched from a legitimate mask provider to a scam. This is a clear repeated problem, and I relied on the company's past performance for this one; had I re-researched it, I would not have ordered. I have no idea what I have and I do not feel comfortable wearing these masks for protection. They must be properly identified with certifications, labels, or anything (CE, FFP1,2,3, ***, KF94) to match the claims made on the website and they are not. The only recourse for me is my money back. Though I also highly recommend Vida change its website to make clear that they cut costs and can no longer provide any proof of their claims.

  Business Response

  Date: 02/08/2024

  Despite our best efforts, it appears we have not effectively conveyed the details to our customers, leading to unhappiness and discontent. In response to a customer's inquiry, we have let the customer know she purchased a different mask type in January **** versus her purchase in May 2023. These details were also on her order confirmation and order tracking page. All relevant product names, ******************* are indicated on our website but from our customers message, its clear she has missed seeing the items she ordered were different from her previous orders. 
  
  
  Transitioning to locally-produced 3D KN95 masks in the US, we aim to offer a high-quality alternative to the Korean-produced KF94 masks, maintaining the same rigorous filtration standards. Our website's product page has been updated with the new title and description, highlighting the masks' production in an ISO Certified 9001:2015 and *** Registered US manufacturing facility and will full adherence to KN95 standards. While certification papers are not typically included in mask packaging for ** production, test reports are available for all customers. This is also what we shared with our customer in our response.
  
  
  Upon receiving the customer's complaint regarding the differences between the mask types and the packaging and questions about whether the masks would fit the KN95 standards, we promptly addressed the issue by sharing the test reports to guarantee these are good-quality masks. We also offered alternative mask options such as *****-made KN95s, which have complete import papers the customer was used to receiving from the Korean imported masks, or the N95s, which are ***-approved, as the replacement. We want our customers to be safe, comfortable, and confident in their masking solution, and if none of the options work for our customers, we provide a refund. Unfortunately, our customer reached out to ******************** before we had the opportunity to offer any alternative options and received a response. The customer has already received a full refund, as that was the desired settlement. 
  
  
  We deeply value our customers' experiences and remain dedicated to ensuring their satisfaction with our products.
  

• Initial Complaint

  Date:01/17/2024

  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.

  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. After several attempts to return the masks for a full refund, the business finally issued a return label and full refund. I still believe this business uses unethical business practices and will not be doing business with them again.
  
  Sincerely,
  
  *************************in place of the "old" masks on their website: "A few months ago, we made a significant decision to relocate the production of our KF94-style masks to *****************.... "In place of the Korean-made KF94 masks, we have transitioned to offering 3D-shaped KN95 masks, as seen in your most recent order. These masks not only mirror the original ones in terms of shape, color, and filtration performance...." "While our stock of black kids' KF94 masks has recently depleted, the products share identical characteristics. As a result, they are consolidated on the same page on our website... "I understand the new mask you received did not meet your expectations and while we stand behind the quality of these products, I offered to replace the whole order with our most recent batch of masks otherwise, a 40% discount code will be sent to you so you can try our other masks if the 3D KN95 masks do not work for you."

  Business Response

  Date: 01/25/2024

  We are sorry to read that despite our efforts, we have been unable to explain the product certification of our 3D KN95 masks and the decision to produce these items in the ** going forward well enough to our customers, causing unhappiness and dissatisfaction. We have provided a full refund to our customer upon her request on January 20th and sent a return label to send the goods back to us for further investigation of the reported odor quality problem. 
  
  
  With the change to the US-produced 3D KN95 masks, not identical to the Korean-produced KF94 but a locally, high quality, produced alternative meeting the same high filtration standards, the product page on our website was updated with the new product title and product description. The masks are produced in an ****certified factory in the US and meet all formal standards for KN95 masks. Test reports are available for all our customers. Certification papers are typically only added for Korean export purposes, which is not needed in the case of US production. Because the link remained unchanged, a customer could go to the same page as the ***** were listed before but would order a US-produced 3D KN95 mask. Because the link to the collection page remained unchanged, we see this has caused confusion.  The page features the images of the 3D masks, shows all product titles, and has a clear description of the production location, filtration performance, and certification. 
  We can see from the order history that before January 2, ****, the customer had previously ordered the KF94 but the most recent order was for the 3D masks. This is also listed on the order confirmation we sent to the customer. All order data has remained unchanged and is accessible to our customers upon request. 
  
  
  Upon the customer's initial complaint about differences between these two mask types and an unpleasant odor upon opening one of the packages, we promptly addressed the issue. We offered to replace the masks after confirming with the warehouse that the available stock did not exhibit any such odor. Additionally, in an effort to accommodate the customer, we extended a 40% discount for alternative mask options. Unfortunately, these solutions did not meet the customer's satisfaction, and a full refund was issued. We value our customers' experiences and are committed to ensuring their satisfaction with our products.
  
  

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair 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.

   
  Complaint: 20759467
  
  I am rejecting this response because: As you can see .... I can still sign into my account even though it shows inactive. They still have my information open and on file.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2023

  We appreciate your feedback and would like to address your concerns regarding the removal of the collection page and the recent email you received about the transition. We sincerely apologize for any inconvenience this may have caused you, and we are committed to resolving the situation promptly and efficiently.
  
  
  Regarding the removal of the collection page, we want to clarify that it was taken down immediately after we received the request. However, we acknowledge that an oversight occurred in our email communication. The email address associated with the collection page was not deactivated in our customer database before the transition email was sent out. We want to assure you that all customer information has been deleted, and we have implemented measures to prevent similar incidents in the future.
  
  
  We have already taken steps to address the issue with our phone line customer support. Our number is unfortunately not active at this moment. Our team is working to remove the phone number associated with VIDA while the underlying problem is being fixed. We understand the importance of resolving this matter promptly, and we are committed to ensuring that such issues do not recur.
  
  
  Once again, we value your feedback as it helps us improve our services. If you have any further concerns or questions, please do not hesitate to contact us directly at *********************************. 
  
  

  Business Response

  Date: 11/02/2023

  Our apologies for the extra time and effort- we should have informed our customer it might take up to 24 hours for our database to show the changes. We wanted to inform the customer immediately action was taken but forgot to mention that it might take a bit to update fully. This should be the case at this moment, and the customer should not be able to login anymore.
  
  We are currently working on our database due to the transition and it took a bit longer than usual. Our apologies again, trusting this issue is fully resolved for your customer.

  Best, VIDA

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20759467
  
  I am rejecting this response because: Blocking me doesn't show proof that my account has been closed and my information permanently removed from your records. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/07/2023

  We have promptly forwarded an email containing attachments that illustrate the removal of her account details from our hosting service and database.

  Customer Answer

  Date: 11/07/2023

  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. Even though I did not see the email they state that they sent (it may have been deleted in trash or wasn't received but it would be nice for my records if they could resend it if possible).... I attempted to login and change my password again and it didn't connect my email this time. Thank you for your assistance. If I have any further issues, I will consider reopening another case or further action.
  
  Sincerely,
  
  ***********************