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:01/21/2025

  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.

  Parcil does not state on its website that the products are cheap Chinese masks marked up to a ludicrous degree. Their shipping and handling policy states "Handling times at our warehouse are up to two (2) business days. Transit times for domestic orders range from 2-5 days." I have an order that was placed on 1/8/2025, and it didn't ship until 1/14/2025 after having complained twice to the company. It is now 1/17/2025, the product is still sitting in CA
  
  The product is shipping from California, likely due to it just having arrived at the port from China. Their return policy is based upon the date of the order, not upon the date of receiving the product. If Parcil delayed long enough, customers wouldn't be able to return. If the product is damaged in shipping, they will make the customer pay a 15% restocking fee, regardless of how or why the product was not "resellable" They also will impose higher fees for packages that are not accepted when delivered "If the shipment is returned to Parcil Safety under any circumstances, the Consumer is liable for any and all fees incurred by Parcil Safety. Including but not limited to outbound and return shipping fees, a 20% restocking fee, and any other fees that may be imposed on Parcil Safety. We will refund you the remainder of your initial payment within 7 business days of receiving your return."
  
  Nowhere that I can find on their product pages does it mention the country of manufacture or origin. They put a tag on their products with a USA flag that in small print states 'USA Seller'. The products are imported from China. If I wanted cheap Chinese products, I'd buy them directly from the manufacturer. I figured from the marketing, the imagery, the product listings, the info on the website, that this wasn't just another drop-shipping disgrace. The product descriptions make it sound like it has been tested, is authentic, and follows standards and certifications. I can't find any verified certifications for the product I ordered.

  Business Response

  Date: 02/20/2025

  After reviewing the details of the complaint and cross-referencing it with Parcil Safety's records, the customer's claim does not hold merit for the following reasons:

  
  1. Order Processing & Shipping Timeline
  The customer claimed that the order was delayed beyond Parcil Safety’s stated shipping and handling policy. However, order records show:
  - The order was placed on January 8, 2025.
  - An order confirmation email and shipping confirmation email were sent the same day (January 8, 2025), confirming the order had been processed and shipped.
  - The package was marked as delivered on January 21, 2025, within a reasonable timeframe.
  - While the customer stated that the package "sat in California," transit delays can occur due to carrier issues, which are outside of Parcil Safety’s control. There is no record indicating an unreasonable delay on Parcil Safety’s part.

  
  2. No Record of Communication Regarding Delays or Refund Requests
  The customer states they submitted previous complaints about the shipping delay. However, a search in ******* (customer service system) found no emails or phone communications from this customer. This contradicts the claim of reaching out multiple times before receiving their order.

  
  3. Product Authenticity & Manufacturing Misrepresentation Claims
  The customer suggests that Parcil Safety misrepresents product origins. However, the website never claims the products are made in the U.S. Instead, it correctly states that Parcil Safety is a U.S. seller, which is clearly indicated on the product tags and listings.

  The ST-100X gas masks purchased by the customer were sold at a 40% discount during a promotional event, meaning the claim that they were marked up to an unreasonable degree is inaccurate.

  
  4. Return Policy & Lack of Action by Customer
  Parcil Safety offers a one-month return policy, providing customers ample time to request a return or refund. In this case, the customer never initiated a return or refund request within the allowed period. The claim that Parcil Safety’s return policy is unfair is baseless, as the return window starts from the date of delivery, ensuring customers have a full opportunity to assess the product.

  
  5. Disputed Amount & Purchase Context
  The total disputed amount of $257.92 was for two ST-100X masks purchased at a 40% discount during a sale. Given that the customer took advantage of a promotional discount and never attempted to return the products, there is no valid reason to initiate a refund.

  
  The claim filed against Parcil Safety is unsubstantiated for the following reasons:
  - The order was shipped in a timely manner, and the customer received tracking updates.
  - There is no record of the customer attempting to contact Parcil Safety regarding delays.
  - The product descriptions and return policies are clear, with no misrepresentation.
  - The customer never initiated a return request despite being eligible for one within the return period.

   

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  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  There was a 6 day delay between the day the shipping label as 'created' 01/08/2025, and when the product actually shipped 01/14/2025. It then went without any updates until 01/21/2025 when it said it was "in transit". This tactic of printing the label nearly a week before the product is ready to ship is used to feign a reasonable shipping/delivery time. The shipping time listed in your policies state that 2 business days is 'reasonable'. If the label was printed when the product was actually ready to ship, it would have constituted a 6 day delay between the order being confirmed and the product shipping, which is beyond the listed 2 business days listed in Parcil's policies. This is shown in the screenshot you attached of the *** tracking. Cherry-picking the manipulated data to support your decision is obvious and shameful.

  I ordered Bronze and Blue colored masks. I received red and blue. The red mask was in an unmarked cardboard box with no marketing materials whatsoever. The reason I didn't start the return process is because of the poor nature of Parcil's return policy. I am not going to let Parcil charge me x% of the total cost, just so they can invent a reason to say the return was invalid and ask for a restocking fee.

  Discounted or not, the product can be purchased directly from the ******* manufacturers for 23-25 USD per unit, depending on volume ordered. Even when on sale, the masks are marked up 300-400%, which is, as stated, ludicrously marked up. Outside of marketing, it is hard to justify how Parcil can justify tripling or quadrupling the price they pay for this unit when they turn around to sell it to Americans. 

  The website clearly omits information about the country of origin of the products. This is still true and valid. Parcil is dishonest in its pricing, business model, and its products. 

  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 03/04/2025

  ***,
  We appreciate your additional comments and sincerely apologize for the delay in shipping your order. After reviewing your experience, we acknowledge that your shipment was sent out six days after purchase, missing our stated Shipping Policy deadline. We strive to exceed expectations and regret falling short in this instance. As a result, we have updated our Shipping Policy to account for potential delays during high-volume sales events. Thank you for bringing this to our attention.
  
  As for receiving incorrect products, we were unaware of such issues until your BBB follow-up complaint. We can only resolve concerns brought to us directly via phone, email, or website chat. Our customer service team will reach out to you—please respond so we can promptly resolve the matter.
  
  Finally, in regard to your other claims, you misrepresented various policies in hypothetical scenarios that did not occur, so we will not address them further.
  
  Of Note: Parcil Safety uses proprietary materials designed for durability and proper sealing. In contrast, knockoff products that can be found on sites like ******* use cheap brittle plastics that compromise safety. This is exactly why we emphasize ourselves as the "U.S. Seller" to differentiate our quality from inferior alternatives. Our products are sourced globally, as stated on our website, along with listing the country of origin on each product’s UPC label.
  
  
  

  Customer Answer

  Date: 03/04/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *******