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Business Profile

Personal Protective Equipment

PPE Supply Canada

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:22/08/2022

    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.
    Ordered extra large masks. They showed up and are smaller than average mask, certainly not extra large. Customer service is saying no refunds and giving me a runaround. They are asking for photos to ensure the "wrong product was not sent", but the issue is not that it was the "wrong" product, it's that the product is not as advertised.

    Even worse, they are sending very long winded "overly cheerful" responses full of exclamation points that avoid the core issue described above, and seem to be aimed at muddying the waters. Very very poor.

    Business Response

    Date: 23/08/2022

    The customer reached out to us with their feedback via email and we responded to them within a few hours. We kindly let them know that our Refund Policy states that we require photos of the item in question before we move onto next steps. Regardless of whether the customer agrees with this now or not, they did agree to it when checking out of our store. As mentioned to the customer, we requested photos so that we were able to confirm that the right product was received. From here, we could cater the resolution to better fit their needs. However, the customer refused to submit photos to us and instead went straight to posting public complaints about our company and our policies.



    We provide measurements for all of our masks on each product's listing in addition to diagrams and clear images. The customer ordered the Big & Tall KN95 Mask. This item's product listing includes the item's measurements and compares them to our regular, standard-sized KN95 Mask. It can very clearly understood that the measurements remain the same between the two masks, but the ear loops have been extended to relieve tension behind the ears that those with larger faces/frames usually experience with traditional masks. We do our best to include all important and relevant information so that our customers are aware of what they are purchasing before committing to an order with us. This is also stated within the product description. Additionally, we feature photos of men with larger face shapes wearing the mask comfortably. It is the responsibility of the customer to ensure that they are purchasing masks that align with their own personal measurements, not ours.



    Lastly, we do not find our enthusiasm in assisting our customers to be a flaw, and our thorough messages are to ensure that clear communication is provided to our customers. Transparency is a priority here at PPE Supply Canada.



    The customer reached out to us via email and we responded to this promptly. The customer then left a ****** review and we responded to this promptly as well, and with the same information as outlined above. They then came to the Better Business Bureau and left their review here. We have addressed their concerns on multiple platforms now and our response to this customer remains the same. We have been very clear with our policies as well as kind and thorough with our communication. The customer does not seem interested in a resolution, as they have refused to provide us with photos of the product as well as they seem to be more interested in the attempt to tarnish our company's name.

    Customer Answer

    Date: 24/08/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)

    This company is trying to muddy the waters with "cheerful nonsense" regarding photos and fine print. We are not claiming that the wrong produce was sent, and therefore the "we need to see photos" is a deceptive red herring. From the start we have said that the CORRECT product was sent, but it is NOT AS ADVERTISED. They list the product we ordered as "Big & Tall (Extra Large) KN95 Respirator Face Mask". And yet they admit that this is in fact a STANDARD size mask with longer ear loops. This is deceptive by definition, regardless of what their fine print and/or measurement tables say.

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

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

    Business Response

    Date: 29/08/2022

    The reason we ask our customers of photos of the product(s) they received is because there is a lot number and production number listed on each individual wrapper. With this information, we are able to look further into our inventory to see if there are any manufacturing errors related to the lot in question. This also helps us to confirm that what was received was correct, as stated previously. I'm not sure why the customer would assume that his word without photo evidence would be acceptable enough for a full refund. We have never, in our entire time of operation, experienced this much resistance in receiving a simple photo from a customer, and the lengths this customer has gone to to tarnish our name because we have requested one is quite shocking. Had photos been provided, we would have been more than happy to assist this customer further, much like any other retailer in the e-commerce space.



    Secondly, and to clarify once more, it is clearly stated on the product listing of the masks the customer purchased (the Big & Tall Individually Sealed KN95 Mask), that they are the exact same measurements as our standard-sized Individually Sealed KN95 Mask, but equipped with extended ear loops. There is absolutely no deception or fine print. It is very clearly stated on the product listing (in bold) and was present at the time of the customer's purchase. Please see the statement: "Canada's Favourite Mask, now available in Big & Tall! The mask with over 1,000 positive reviews has been equipped with extended ear loops to provide those with broader frames with superior, unbeatable protection. Our Big & Tall size is recommended for those who are 6'2" and up or those who have a larger body frame. The ear loops have been extended to allow for more room and create less tension behind the ears." Further below this, the listing states again, "Extended ear loops for maximum comfort for Big & Tall customers (extended by 3CM on each side)." As mentioned in our previous responses, there are also clear images representing the measurements of our Big & Tall KN95 Mask and our standard-sized KN95 Mask side by side. Transparency is a priority here at PPE Supply Canada and we do not go out of our way to mislead our customers. Had the customer chose to look a little further into the product listing, they would have perhaps understood all of this before committing to a purchase. Additionally, had the customer simply followed the policy agreed upon by them when they checked out and provided us with photos, this situation could have been easily resolved.



    To use the customer's verbiage here, if we promise our customers a cat, they receive a cat. If a human error were to occur and a dog was received, we would need photos of the dog to confirm that it is indeed a dog and not a cat. From there, we can then see how and where the error occurred and move onto next steps. As we have addressed this customer several times on multiple platforms, this will be our last response. We're wishing the customer all the best.

    Customer Answer

    Date: 05/09/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)

    Oh please. Despite the novel this merchant just submitted, here are the facts that matter:



    1. The ACTUAL PRODUCT NAME of the product I ordered was "Big & Tall (Extra Large)".



    2. They admit (in writing) that the masks they sent me were not extra large, but were instead standard size.



    They can ramble on about requiring photos, contradictory information in the product description, size charts, personal hurt feelings, etc as much as they want, but those are the facts. They did not ship me the product I ordered. If their product name was accurate, this situation would not exist, and they are the ones responsible for that.



    Additionally, I informed them at the outset I could not send photos because I was travelling and did not have the packaging with me - although as outlined above, there is no logical reason they should require photos since they and I both agree that I was sent standard size masks and that the product name states they are extra large.

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