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Business Profile

Masks

Essentials Hero

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Masks.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:02/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 12-22-23 I placed an online order with Essentials Hero, order #***** in the Amont of $166.70. I never received the order. I have tried contacting them to find out the status of my order by emailing their contact email, through their online contact support portal and by phone, (no answer). I initially just wanted to receive the order I placed but now I would just like a refund.

  • Initial Complaint

    Date:10/26/2023

    Type:Product Issues
    Status:
    Resolved
    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 over the phone with this company on 9/22/23. they took my credit card information and charged my card. Then they proceeded to not sent me my order, and refused to call me back after my many voice mails and they refused to respond to any of my emails asking where my product was, if they were actually going to ship it, and finally to refund my order since i still haven't gotten it.

    Business Response

    Date: 11/16/2023

    Hi there! We are so sorry but for some reason the BBB messages getting lost in our inbox. We take this complaint very seriously, and we do everything we can in order to make our customer experience amazing. The spoke to this customer and they were issued a full refund, and the customer was very understanding. They were open to removing the complaint, but as of right now it doesnt seem like they have done so.

    Customer Answer

    Date: 11/16/2023

     
    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.

    After the business got the letters from the BBB they finally contacted me and fixed the problem.

    Sincerely,

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

  • Initial Complaint

    Date:04/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 online order to Essentials Hero for Level 3 Medical Grade 3 Ply Face Masks (Box of 50) on March 13th, 2023. It was priority shipping so should have arrived within at least a week. My online dashboard has said Unfulfilled since. I tried to email through the contact form and no reply. I then called and reached someone on March 29th, 2023. He said he would check on it and that it should have been received by now. He was confused as to why it was not shipped yet and said he would get right on it and call me back the next day. I have not heard back. I tried emailing and calling but have not gotten through.I would like a refund but it doesn't seem like they are ever going to get back to me.

Essentials Hero is NOT a BBB Accredited Business.

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