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:08/28/2023

  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 August 18th, I put in an order for 20 KN95 masks. I included a new shipping address that was different than my last orders shipping address in ******* **. My last order they shipped to *************************, which is my first name twice, my name is *********************. I contacted them right away to correct that and they did.This recent order was supposed to go to the Marriott where I am staying. They messed up and again sent it to ************************* and included my old *******, ** address as the shipping address. I contacted customer service and mentioned the error the next day. They said it was too late to change the address. They said it mustve been an error with the address listed on my Apple Pay account. I checked and the only address listed in my Apple Pay is my current ******** billing address. There is no shipping address attached to my Apple Pay. Plus it must have been their mistake because they again sent it to ************************* like they did last time, and I would not mess up my own name and do it twice.They refused to acknowledge they made a mistake, change the shipping address or refund my money. They told me to call **** for assistance. **** wanted to charge me $17 to send the product back to the sender. I did not want to lose even more money. I spent $32.37 on the masks.

  Business Response

  Date: 08/28/2023

  We are sorry to hear of ************************* issue. Auto-complete can often override a customer's input and that appears to be the case here. The address used to submit the order was the same as ************************* first order. While it is within our policy to not provide a refund for or cancellation of this order, we will do so in this instance. I have instructed my team to complete the refund for $32.37 and that processed at 12:09pm ET today. 

• Initial Complaint

  Date:12/01/2022

  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.

  November 2022 Received masks. No idea the strap was for behind the head instead of ear steaps. I wouldve had to open them to see that that is the way they were made. Did not see that on the website now that theyre open, they wont return them or exchange them.

  Business Response

  Date: 12/16/2022

  Project N95 is sorry this customer is not satisfied with the masks she ordered. However, the attached photos from our website clearly show the configuration of the masks. Further, the product order page has a icon indicating they are head strap masks. Additionally, this language appears on the Project N95 page for the N95 category: "All respirators must provide a strong, consistent seal to ensure good filtration. That is why nearly all respirators use secure head straps instead of ear loops, although Project N95 also offers a unique strapless N95 that sticks directly to the face. We carry a range of different styles, shapes, and colors, including a great selection of N95s made in *******."  

• Initial Complaint

  Date:11/23/2022

  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.

  Project N95 a medical supply company -- (non-profit) sold ** over $600 +, in medical grade masks: N95 surgical particulate respirator for use in healthcare -- model # ****. ****************************. -- These are for dissabled and elderly people at risk of covid which we were to distribute to. All adults. We made clear from the outset that this was the only model we wanted and the only size and confirmed that the size was large. We used severl boxes which were packaged in larger non-transparent - cardboard boxes. But now see that within the cardboard boxes deeply hidden -- are other kinds of masks. The straps break, they are a different make and model number -- and they are much too small. The company is refusing to do anything about this and has all the money we have for this purpose. They took our funds under false premise. We want them to A. Call us and send us the correct masks immedately as they are putting elderly vulnerable peole at risk!

  Business Response

  Date: 11/30/2022

  According to our records, **************** placed two separate orders in January for N95 masks:
  Order **************** placed on 1/10/22 Order total $360.00
  Products: 10 Boxes Duckbill **** NIOSH Approved Surgical N95 Respirators- (***) ACI Surgical **** N95 Respirators-(********* of 50Order **************** Placed on 1/8/22 Order total $232.94
  Product: I box Gerson N95 Respirators - ****+, Box of 50 and
  5 boxes ACI Surgical **** N95 Respirators-(********* of 50
  1 box Gerson N95 Respirators - ****+, Box of 50
  

  **************** reported she was unsatisfied with the fit and performance of the Gerson masks she received. She also believes that the Gerson masks were not ordered by her, but substituted by Project N95 for ACI masks. However, Project N95's order system does not work that way, and would only reflect orders actually placed by the customer. Further, we do not make substitutions of products without prior customer consent. In any event, after Customer Support discussions with ****************, Project N95 sent her an additional 3 boxes of ACI duckbill masks to replace the 2 boxes of Gerson masks. **************** indicated she was satisfied with this outcome.

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I regret the the enclosed message/email letter from the business is inaccurate. When we reached out to them to give them the opportunity to change at least 3-6 boxes of damaged masks which they admitted that gets on recalled the masks since the straps broke we were given run around a for weeks.
  Finally the manager called and sent 3 boxes for what may be more than 3 boxes of defective version masks. (Which she admitted ****** was known to have strap issues with the masks). She told us that she would send more boxes if/when we came upon any more defective ones.
  We are not certain of the number of defective masks since they are stored within packages of masks which house several boxes and in storage units until needed. These masks are for use by seniors and the disabled elderly population.
  Thank you.]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/13/2023

  Project N95 stands by its prior response. We have not been informed about any concerns with the remaining or replacement masks. 

• Initial Complaint

  Date:07/28/2022

  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.

  This company is fraudulently misleading regarding shipping. When I ordered masks from their site, I was given a quote for shipping that indicated processing the order would take 1-2 days, then the masks would be shipped *** 2 business day. Further, I was quoted $7.99 for this explicitly stated shipping service, and I received an order confirmation confirming *** would be the shipper. Assurance of the shipping speed was important in my decision to purchase through them, since I needed the masks for a trip 6 business days away, and their processing and service speeds fit in this window with a small margin of cushion.I was frustrated and dismayed to receive a shipping notification a couple days later indicating that the masks were shipped via **** regular service (not *** 2 business day). I was concerned the masks would not arrive in time, and I was agravated that I was mislead by their checkout page. I contacted customer support, who eventually responded. The first agent told me I was confused by the statement on the page that it took them 1-2 business days to process orders, and that they did not offer 2 day shipping at all. I replied with screen captures showing how orders actually appear on their checkout pages, and that they do explicitly offer specific carriers and speeds (which and how fast depends on the exact item and day ordered). This lead to a second agent responding that he understood how this could be confusing without "sufficient information" (or some such vague deflection), but that it was up to their distributors which shippers and speeds to use. Their checkout process is fraudulently misleading. They need to prioritize removing any dishonest claims from their checkout process (and better train their customer service). In my case, the masks arrived in time, though I would have purchased elsewhere if I knew how dishonest this company was. Older media plugs are kinder to them than recent customer reviews, so I regret not doing more recent research.

  Business Response

  Date: 07/29/2022

  As explained to the customer by our Customer Support representatives, the **** or ***** 2 Business Days" that appears on the checkout screen does not mean that shipping is expedited. The times shown are based on an automated feed from our partners showing estimated shipping times based upon the current average of shipping times taking into account distance from the partner to the customer's address and other factors. It is not a static estimate or guarantee. Project N95 and its partners do not offer expedited shipping such as the *** 2-******************** and ************ did not pay for that service. His order was placed on July 24, and he received it on July 27, well within the estimates provided for 1-2 day processing and 2 days shipping provided at the time he placed the order.  Project N95 is continuing to work with its platform provider and team to improve its communications about expected shipping times to avoid unfortunate misunderstandings like the one involved here. 

  Customer Answer

  Date: 07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This statement of their shipping policies does not align with how they are presented to customers at checkout, nor can I find any other statements regarding shipping policies listed elsewhere on their site (there is nothing on the subject under FAQs, terms of use, or any other section I might think to check were I looking for anything aligning with the policies states in the business's response). I provided screen captures from their own checkout  to them and as part of this complaint which any reasonable person would understand as a guarantee of 2 business day shipping by an explicitly stated shipper. This appears to me to be a case of bait-and-switch fraud. Based on the dissonance between how shipping is represented to customers placing an order and the responses I've received (directly and vis BBB mediation), it is difficult not to conclude that this is a willful misrepresentation. 
  

  When I first raised this issue with the company, I was inclined to believe there was a mistake in their system that they would want to investigate and remedy. I wanted to think that, as a 501(C)3 organization which, to all appearances, was created to help the general public get vetted, trustable PPE during a pandemic, they operated out of good will toward those who made purchases through them. Their absurd defense of what can most charitably be characterized as gross deception of those they purport to help has disabused me of the esteem I had hoped to hold for them. 
  

  As I've made clear before, this was fortunately not an issue of my not receiving an order in time. However, it could have been given the timeline I was operating under, and their dishonest shipping quotes denied me the ability to make an informed decision about whether to purchase from them rarher than elsewhere given my time constraints. By representing that my order would be shipped 2 business day *** (though they deny making such a representation against all evidence) when it was in fact shipped regular ***** they violated my autonomy by debying me truthful information on which to base my purchase decision. It is clear they have no remorse for this. My goal in raising this issue with them was to bring a problem to their attention so that they could fix it before it adversely affected others. They appear more interested in treating me with disdain for daring to take issue with policies that, conveniently for them, only become known to the public after contacting them.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is nothing new in this response from the business. It is clear they refuse to accept responsibility for their actions.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/15/2022

  Once again, we are sorry the customer does not agree with our position.