ComplaintsforHappy Masks

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've purchased many facial coverings from Happy Masks. And I've had ongoing issues with the nose wires in their masks that they have sold to me, more often than not. Once the nose wires break, the masks never fit properly after that. They begin to sag and completely loose their shape, and in essence become useless. A few of the masks that I contacted them about, they replaced. More specifically, 2 size medium navy blue masks. I also had an issue with some size small masks. Same issue of the nose wire breaking. I actually asked Happy Masks if they could please send me a prepaid label so I could please send the small masks back to them. They weren't able to accomodate that request. So, this past October/November, I shipped back to them 3 of my daughters masks. The masks never made it to them. So you can imagine my disappointment. So, at that point, I was told that they would give me a 50% refund (discount) if I wanted to replace the 3 missing masks that I shipped back to them (that they never received). So not only was I out the full price for the masks that I sent back to them. But then they asked me for more money to place another order for me. But I had to as my Daughter needed her masks replaced. Fast forward to last week. I contacted Happy Masks yet again as my Son's bright blue medium masks had broken wires, yet again. I was told at that point because they had "accomodated me" in the past, that they would do nothing else for me at this point. I'm basically stuck with broken masks. I would not have continued to invest in their company, had I not been told that the nose wires in the masks had been indeed updated. Clearly I didn't receive the newer, updated masks. Or Happy Masks was dishonest with me. But either way, this is an issue that they need to correct. They've been horrible to deal with. I was told by their Director of Customer Service, ********, that my family isn't a good fit for their masks! I found her to be very condescending and unprofessional.

  Business response

  06/22/2022

  Business Response /* (1000, 15, 2022/06/22) */ ***Document Attached*** This customer has had a history of reaching out and requesting free mask replacements multiple times. We had already issued her a credit of 50% off 3 masks that she said she returned but we never received. We also sent 2 free masks due to a nose wire issue. The number of issues this customer brought up with masks far exceeded that of other customers, and after she brought up additional concerns and requested yet more free masks, we told her that it's likely our masks were not a good fit for how her kids were wearing them. Like most apparel, with wear and tear, issues do occur and when the number of issues with a customer far outweighs issues reported by the average customer, we then are no longer able to extend additional courtesies. I have attached all email chains with this customer here, and you can see that we have tried to work with her multiple times and extended courtesies valued at a total of $72. Consumer Response /* (3000, 17, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Of course the number of concerns I brought to Happy Masks was excessive. I bought ALOT of masks from them! Any company that doesn't take responsibility for their products, probably shouldn't be in business in the first place! Of course I contacted you multiple times regarding issues with our masks. Of course! As I should have. I'm not made of money and don't throw money out the window...which is precisely what happened with Happy Masks. Just to reiterate...their nose wires were trash. I was told that the nose wires were upgraded, so I actually continued to order from them. Of course I wasn't happy to have invested so much money (hundreds of dollars) into a company that doesn't back their product. I apparently wasn't given masks with upgraded nose wires. That's what this complaint is about. Nothing else. Not a customer trying to get new masks. Not overwearing the masks. This issue occurred with masks that were worn only a few times. Lets call this what it is!! The simple implication of a customer trying to obtain free product is obsurd and a poor reflection on your company. BTW...thank you for taking months to respond to my complaint! Classy and professional to the max! LOL! Do yourself a favor and don't be a fool such as I. Business Response /* (4000, 19, 2022/06/30) */ On occasion, customers will treat the mask with an unusual amount of wear and tear. Similar to other items that are worn, such as clothing or shoes, this can cause it to wear out more quickly. The number of nose wire complaints that this customer brought up was highly unusual and indicates there was unusual wear and tear. Many of our customers wear our masks for 2 months or even more without issue. Unfortunately, we are not a good fit for those customers who might misuse our masks, which is also what we communicated to this customer over e-mail. We had already extended multiple courtesies to her, but in this case, we can not extend anymore due to unusual amount of wear and tear she put on the mask. Consumer Response /* (4200, 21, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I'm literally done with this situation. But, thank you again for your useless response. Again, the masks that are in question may have been worn 1 or 2 times. So, I tend to believe that 1) either I was told that the nose wires were upgraded and they actually weren't. Or 2) I was accidently sent masks with the old nose wires in them. BTW...your welcome. Your product is ****! The fact still remains. This business is trying to pin some sort of a blame on their loyal (and might I remind you), paying customers. Had these masks been worn multiple times and for months....do you honestly think that for 1 minute I would feel they way I do?? Instead of a cya response. Why don't you try addressing the actual issue.That there's actually an issue and the issue isn't me! Sincerely, disgruntled and disappointed previous customer. Please address your attention elsewhere. I'm done with your unprofessionalism and lack of empathy and responsibility. Just horrible. I would never recommend your company. Hope you go out of business as you deserve to. Because, when you MISLEAD customers, that should be the outcome.

*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. ↩