ComplaintsforCovCare Inc.

Personal Protective Equipment

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Initial Complaint
01/12/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I placed an order for covid test kits for our health office to have on hand for staff and patients. This order was placed on 11-19-23, order # ******. CovCare immediately took the funds from the account and have yet to send out any product. I have emailed the company, I have used their chat bot, and I have called. None of these attempts have received a response. Im disappointed in CovCare as they were a staple to get us through the initial stages of the pandemic and beyond. This is unacceptable and Ive lost all faith in this company. I would like a refund immediately.
Initial Complaint
09/26/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have ordered from CovCare previously. On September 6, 2023, I ordered a batch of 20 KN-95 masks from this business (#******). Since that day, the order is marked "pending fulfillment," even though their site claims all orders ship in 2-5 business days.I have written to them 3 times, with no response. I have called both their main phone line and customer service line twice each during their business hours and nobody ever picked up. Their "customer service" line sent me a text message each time, but nothing I wrote garnered a response.They billed my debit card the day of the order, but I have never received what I ordered, nor has the status of the order changed, as shown in my account.The second and third time I wrote, I requested (then demanded) a refund.
Business response
10/13/2023
Hello we have refunded order ****** $27.37
Customer response
10/16/2023
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 and the matter has been resolved.
However, the fact that the company never went offline during this, and continues to do business, is a concern to me.They still offer to take questions over "chat," but never respond.
I will be contacting the *** to report this situation and request they take action against this company

Sincerely,

***********************
Initial Complaint
09/01/2023
Complaint Type:
Delivery Issues
Status:
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.
Order # ******. Placed in mid-July for Covid masks--so very important item. Their website says "ship in **** days." Did not receive. Contacted customer service via email; no response. Called. First person said "no record of order." Very fishy. Second person said "out of stock" and will refund. Asked that a supervisor called me; no call. This is no way to run a legitimate business. They need to fulfill order or issue a full refund IMMEDIATELY.
Customer response
09/25/2023
Better Business Bureau:

At this time, I have not been contacted by CovCare Inc. regarding complaint ID ********. Nor have they issued a refund. THIS IS FRAUD. I WANT MY MONEY BACK. NOW.

Sincerely,

**********************
Business response
01/05/2024
Hi i have attached the screenshot of the recent resolution of the chargeback case related to an order.
During the chargeback period, the bank had temporarily locked the funds until a verdict was reached. I have attached a screenshot confirming that the dispute was accepted, and the funds have now been successfully returned to the customer.
We sincerely apologize for any inconvenience caused during this process. We understand the importance of resolving such matters promptly and appreciate your understanding in this regard.
Initial Complaint
08/30/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a package (10 masks) on May 1st, 2023. It is now August 30th and I have not received anything. I have contacted the company several times through their website. I have tried to call but it rings non stop and goes nowhere. I have left messages and no one has responded back to me. Only once did I receive an email response back from their support team named *************************. They explained they are backed up and it can take 2-3 weeks to ship out. They offered another option but I did not want that. I asked a follow up question and never heard back. No offer for refund or to make things right. Their website offers NO information on their products being backed up or out of stock. They claim they will ship it out in days, when in fact they don't have the products available for shipping from their manufacturers in *****. This is ridiculous. I just want my money back. My order number is ******. If you cannot fulfill a order and a customer has to wait 4 months then the proper thing to do is RESPOND TO THEM and offer a refund when that customer has asked NUMEROUS TIMES. You should also respond to people's emails and if you don't have that ability then don't run a business. They took my money, offered no assistance, and are gone in the wind.
Customer response
09/20/2023
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 and the matter has been resolved.
I had contacted the company prior to sending a complaint to the BBB. After a couple of weeks I was able to get the refund for the item that was never shipped to me. I am satisfied.

Sincerely,

*******************************
Initial Complaint
06/09/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On May 12, 2023 i ordered some KN95 face masks from ********. At that time they charged my credit card the full *** of $36.34 immediately for my order. As of today June 9, 2023, i have not received my order! I have called their customer service #s numerous times; some indicated they could not find my order; others found it. They indicated they would reply within 48 hrs. each time. Numerous other times, just no answer at either of their #s - ************ or ************. One person said my issue has been "escalated" - i've heard from no one. I told them i want a refund immediately and that i plan to report them to the BBB. their email is ********************* My order number on my confirmation email was Order #****** Confirmed, [Pack of 20] CE Certified, Black KN95 Respirator Face Mask $29.99 KBL-****** Qty: 1 $29.99 / Item Subtotal $29.99 Shipping $6.95 Discount -$0.60 Sales Tax $0.00 Total $36.34 that is all the information on my email receipt. This is disgraceful! I hope all this info is helpful to you.thx ************************* ************
Customer response
07/04/2023
Better Business Bureau:
As of today July 4, I have not been contacted by CovCare Inc. regarding complaint ID ********. I have spoken a few times with customer service reps at the company, one who indicated a credit would be issued. but they have done nothing. each time i called or emailed, all they said was they'd look into it.They say they have no record of my order (from May 12, 2023) yet they charged my credit card that very day and sent a confirmation of order email to me that day. They also say they cannot find my order by confirmation #. One person did find my order; and they have an email trail.
I also contacted ********* to dispute this charge on my credit card from May 12 and they are also attempting to contact this company.

Sincerely,

*************************
Business response
07/04/2023
Hello,

The full refund for this order has been initiated.The customer will get the refund within 7-8 business days.
Business response
07/30/2023
Upon receiving a chargeback/dispute for an order, it is important to clarify that we assume no legal or ethical liability due to the absence of payment for said order. Furthermore, the acceptance of the dispute by the relevant authorities, along with the notification from the bank confirming that the customer retained the funds, serves to substantiate our position in this matter.
Customer response
08/03/2023
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:

CovCare is incorrect. I contacted my credit card & bank regarding this dispute of payment for an order i never received. ******** issued what they call "a conditional credit." As I'm sure you well know, a conditional credit does not mean CovCare is off the hook here. They still need to re-imburse the credit card/bank for this amount. if they don't, they are keeping the money. In all these months (since May) they've also had plenty of time to even fulfill the order! instead they have chosen to be difficult, and to keep the amount in full. On July18 i received an email from their customer service indicating they believe I received my refund (per what i have just stated). I then replied to her with same info on July 19th. Please see the email exchange attached. As you can see, I urged the young customer service person to have her boss to contact the bank, comply and resolve this. Yet they continue to deny.
I have no doubt there are other customers in a similar situation with CovCare. I have spoken with reps at my bank regarding this. They are continuing to follow up and continue to give a deadline to CovCare to issue a credit. This situation is by no means over. It's the principle of the thing here.
I greatly appreciate all the help from the BBB as well.
thx
*************************

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

From: ************************* from Covcare <*********************>
Sent: Tuesday, July 18, 2023 4:44 AM
To: ************************* <*****************************>
Subject: Re: URGENT - ORDER MISSING - RE: CovCare: Order Confirmed #****** - STATUS

Hi *****,

I hope you are doing great, we are unable to refund the credit as you already have disputed the charges from the bank, and you have received it back from the bank.

With Gratitude,
******
Support Team
Cov Care

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

Sincerely,

*************************
Initial Complaint
11/17/2022
Complaint Type:
Delivery Issues
Status:
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.
I placed an order at the end of July. To date, I still have not received my item. I made numerous attempts to resolve this issue through email correspondence. The dates of the email are *****, ****, ****, and 9-7. I was only offered an inferior product. I would like a full refund.
Customer response
12/11/2022
Better Business Bureau:

At this time, I have not been contacted by CovCare Inc. regarding complaint ID ********.

Sincerely,

***************************
Business response
03/07/2023

Hello,

To resolve this issue, our support representative will contact you today.
Customer response
05/13/2023
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
They keep playing this game saying they will contact me. All they have to do is refund my credit card for the merchandise which has NEVER been received. Its pretty simple. Refund my money.

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

Sincerely,

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

Business response
06/14/2023
Hello,

We have cancelled this order and approved it for a refund. The customer will receive the refund within 7 business days.
Initial Complaint
05/09/2022
Complaint Type:
Product Issues
Status:
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.
I ordered a pack of 100 KN95 masks which were never delivered. Instead, I received Karoter brand masks that are not KN95. Pictures are provided within this complaint and were provided to CovCare per their request, so they are well aware that I was not sent the KN95 masks that I ordered. I initially thought the erroneous shipment was an honest mistake, but to date they have refused to ship the masks I ordered or provide a refund for what I paid for them despite numerous emails/phone calls. This company does not seem to understand *** laws that state a company must either ship what the consumer ordered or refund what they paid. CovCare has refused to do either. They have only offered to take the wrong masks back and provide a partial refund for those, which are much less expensive. But consumers are not obligated to return products they never ordered and that has nothing to do with the company's obligation to refund the full price paid for products never received. I believe CovCare is deliberately attempting to commit fraud by shipping cheap masks in place of the higher quality more expensive KN95 masks consumers order, as I have seen numerous similar complaints. In addition to charging KN95 prices for cheap non-KN95 masks, CovCare is placing peoples lives at risk as some consumers may assume the masks they received are in fact the KN95 ones they ordered. The ones they shipped are thin, cheap, not KN95, and do not provide the same level of protection against the coronavirus, thus placing consumers and their families health and lives at risk. I have filed a complaint with the *** and encourage other consumers to do the same.
Customer response
06/10/2022
At this time, I have been contacted directly by CovCare Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
The business did not contact me in reference to the BBB complaint. I simply received another email similar to others I had previously received and which I referenced in my complaint in which they failed to offer a refund for the product I ordered and paid for and never received. The latest email did not reference or acknowledge the BBB complaint or provide the resolution required by law: Either ship what was ordered or refund what was paid for the product ordered but not shipped. I have gone round and round with this business and based on my experience and that of others who have lodged complaints and feedback against them, I believe this business is deliberately engaging in fraudulent business practices.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
06/22/2022
Hello,

Our customer service representative will contact you in order to resolve this case asap.
Customer response
07/18/2022
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:
The business' response is not truthful. The business NEVER sent me the product I ordered and paid for nor have they issued a refund for the product I ordered and paid for nor have they ever sent a return label for me to send back the product that I NEVER ordered. Even though it is not required by US law for me to return a product I never ordered nor does it have anything to do with the business's obligation to either ship what I ordered or issue a refund, I was still willing to return the fake masks. But the business never sent me a return label. I have concluded this is a dishonest business that has a track record of shipping fake masks. Even 3M sued them and won a cease and desist order as they were selling counterfeit 3M masks.

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

Sincerely,

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

Business response
08/04/2022

Hello,

The shipping labels must be printed within 24 hours; if we print and mail them to you, the labels will expire. We are still willing to send return label, but we need to know when you will be able to print the label and send the items back. We will process the refund as soon as we receive the order.
Initial Complaint
04/20/2022
Complaint Type:
Product Issues
Status:
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.
I ordered KN-95 masks on December 24, 2021.They did not come until the beginning of March.When they came, they were not certified KN95 masks as I ordered.I called and emailed complaints and heard nothing for almost 3 weeks. I had to buy proper masks somewhere else.When I finally got in touch with the company, after weeks of emails they told me they would return my money. I shipped the masks back.They sent me a new box of masks instead of refunding my money.After another few weeks of emails, they finally agreed, again, to return my money.They sent me a shipping label that expired in 24 hours.I told them I need a new shipping label. I never opened their package.... which should have not been sent to me in the first place.They are refusing to send me a label or return my money.I have emails, post office receipts and pictures of the masks as evidence.This company risked my health with fake KN95 masks, and they are wasting my time by not returning my money.I made a complaint with my credit card company.I have never made a complaint about a business. This company should be held accountable.
Business response
05/09/2022
Hello,

Our customer service representative will contact you today to resolve this issue.
Customer response
05/14/2022
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:

[Your Answer Here]
They never contacted me as stated in the email.

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

Sincerely,

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

Business response
06/13/2022
Hello,

This order has been fully refunded. please see the attached screen shot.
Initial Complaint
04/12/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered masks for $53.94 from Covcare on 1/14/2022. I was sent ******* masks instead. I notified Covcare and was told, this is what I ordered and there were no refunds. I ordered from ******** since their masks are ***** approved and made in the ***. ******* masks are made in ***** and are not on the *** list for ***** approved. I contacted ******* and was told that if there is not a label on the package to prove they are authentic they are fakes. I sent over an email with pictures of what I received from Covcare and was told by ******* not to use them since they did not have a label. Covcare's website has only ***** approved masks listed. And if you look at the reviews on Covcare's website, they only have outstanding reviews. I tried to go on later to leave a review and couldn't see an area where I could leave one. I have additional paperwork of the entire Covcare website in addition to the *** list of approved masks and ******* is not on it.
Business response
05/21/2022
Hello,

The customer had ordered ******* masks rather than *****-approved masks. On our website, we sell both ******* and *****-approved masks. Customers can also verify authenticity by looking at the certifications on our website. Please see the attached screen shots.
Initial Complaint
03/28/2022
Complaint Type:
Delivery Issues
Status:
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.
Order was placed December 29 and not filled by end of January. Order Cancelled February 21. As of March 25, no refund. Mask order was never filled and contacted company numerous times by email and phone and no refund received.
Business response
05/05/2022
Hello,

This order has been cancelled and the customer has been refunded in full. pls see the attached screenshot

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