ComplaintsforHope Health Supply

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order for Covid masks with this company on January 4, 2022. I was immediately charged for the order on my credit card. I received an acknowledgement of my order, but weeks later had not received it nor any responses from the company After reading several negative reviews of possible scams by them, on January 19th I emailed them to cancel my order, and contacted my credit card company disputing the charge. They reversed the charge, sent the company a notice to respond, which they never did. I then started getting emails that the order was in process, so on January 24th, I again emailed them to cancel the order. Then on February 15th I received yet another email that "my order was on its way". I emailed them yet again, canceling the order, telling them to NOT SHIP the order, that I would refuse it. On February 19th, the order was in my mailbox. I wasn't there to refuse it, so took it to my local post office, told them I wanted to refuse it. The postal worker, *******, at the ******* office in Springfield, Oregon, took the package and said they would send it back as refused. On August 9th, SIX MONTHS after I canceled this order, I received an email from Hope, telling me to pay for the order or they would send it to collections! In spite of my then emailing them I had refused it and did not have the order, they insisted I have it, and that I pay for it. This company has a phone number, but when I called it, got a recording to contact them via email, which I did to no avail. I could never talk to a real person, and none of their emails were signed with a name or contact number. I tried to resolve this with the Postal Service but got nowhere. They have no record of it being delivered. Please help!

  Business response

  09/26/2022

  Hope Health Supply)("HHS") is in receipt of the attached consumer complaint. HHS takes consumer complaints seriously, and our team is investigating why the customer did not receive a timely delivery or response. Our records reflect that our accounting team has voided the invoice, so there is no balance on the customer's account. Please let us know if any additional information would be helpful.

  Customer response

  10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Their response that "our records reflect that our accounting team has voided the invoice, so there is no balance on the customer's account" is what I wanted to hear.

  Regards,

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

• Initial Complaint

  09/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 15, 2022, I placed an order with Hope Health Supply (HHS) for masks. HHS advertised same business day shipping and claimed items would be received in 7-10 business days. According to this claim, my order should have shipped no later than January 18, 2022 (since January 17th was a federal holiday) and received no later than February 1, 2022. My order did not ship until March 9, 2022, and I did not receive the items until March 12, 2022. After the company did not deliver the items within advertised timeline and did not respond to any of my attempts to contact them, I procured masks from another company since the country was at the time experiencing the height of the COVID-19 Omnicron variant wave. I contacted HHS at least seven times through two of their email addresses (the only means of contact I could find for them) to first inquire about my order and then later, to cancel my order; I never received a response from the company. HHS finally did send the items I purchased only after I filed a dispute with my credit card company, and nearly two months past their advertised processing/shipping time. HHS accepted the dispute with my credit card company, but they have now sent me an invoice for the amount and threatened to send my case to a collections agency if I do not pay. I am not paying for items sent nearly two months late and after I tried many times to contact the company.

  Business response

  09/22/2022

  Hope Health Supply)("HHS") is in receipt of the attached consumer complaint. HHS takes consumer complaints seriously, and our team is investigating why the customer did not receive a timely delivery or response. Our records reflect that our accounting team has voided the invoice, so there is no balance on the customer's account. Please let us know if any additional information would be helpful.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about January 6, 2022 I placed an online order for 30 KN95 masks and received an email confirmation that the order was placed and that my ********** Credit Card ending in **** was used for the charges.The email from Hope Health Supply indicated #ORDER #****** and that the charges would be $54.99 plus $3.78 for taxes, the company promised to ship 30 KN95 masks, free shipping.I proceeded to read bad reviews of the company's products and lack of customer service so I cancelled the order immediately. My ********** Credit Card statements show a charge on 01/06/2022 for $*****. The statement also shows a credit on 01/06/2022 for $***** On Monday, January 24, 2022 I received an email apologizing for delay in shipping the masks. The email claims " We have 12 million masks, and we are working around the clock to deliver your order as soon as possible."On February 8, 2022 I received an email from Hope Health Supply: *** tracking number: **************************. Please note that the tracking number was untraceable, but on February 10, 2022 the case of shoddy paper masks was delivered. The main problem with the paper masks is that the attaching strings are inconsistent in length, and are not securely sewn into the mask, i.e. they are easily ripped and the mask becomes unwearable.On August 31, 2022 Hope Health Supply issued the following email subject line: "ACTION REQUIRED: Please pay your invoice immediately from Hope Health Supply".The email indicates the following: "08/31/2022 Chargeback ReversalUSD *****" and 08/31/2022 Chargeback Reversal FeeUSD 20.00"The email concludes: "You have an outstanding balance of $82.55 for Order #****** from Hope Health Supply on 01/06/2022. Our records indicate you submitted a chargeback for this order, however the item was delivered on 02/10/2022....."I have attempted to contact the company in the past, I offered to return the product that I no longer wanted.Please note that I don't intend to pay them

  Business response

  09/22/2022

  Hope Health Supply)("HHS") is in receipt of the attached consumer complaint. HHS takes consumer complaints seriously, and our team is investigating why the customer did not receive a timely delivery or response. Our records reflect that our accounting team has voided the invoice, so there is no balance on the customer's account. Please let us know if any additional information would be helpful.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/5/2022 I ordered 60 K-95 masks from Hope Health Supply for $89.99. I paid an additional $17.99 for 2-day shipping, was charged tax for $8.43, for a total charged to my card of $116.41. I did not get my masks for a few weeks. I disputed the charge with my bank, and the bank refunded me $116.41. On 2/8/22 the product showed up. Today, 8/24/22 I received an invoice from Hope Health demanding payment for the original $116.41, plus $20 for the reversal fee, plus an additional $8.43 for tax AGAIN! I am willing to pay for the original product, plus the original tax for $98.42, but I should not be charged for the expedited shipping fee, or an illegal second tax. They are threatening to send me to collections. I tried calling and there is no customer service answer, the message says send email. I sent an email. Can they send me to collections?

  Business response

  09/22/2022

  Hope Health Supply)("HHS") is in receipt of the attached consumer complaint. HHS takes consumer complaints seriously, and our team is investigating why the customer did not receive a timely delivery or response. Our records reflect that the customer has received the order and paid in full. Please let us know if any additional information would be helpful.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had order masks from this company back in January. They offered fast shipping. After a month I had not received my masks. I asked for a refund, did not receive a response. I asked my bank to refund the money which they did. I filed a BBB complaint. 2 weeks later, on the same day the BBB asked me if I wanted to follow through with my complaint I received a shipping notice from Hope that my products were being sent. I had the assumption this happened as a way for me to follow through with the complaint or that they could claim that they shipped the products. I had held onto the products because I thought this was a mistake on their part or after all of my troubles I did not need further hassle trying to ship things back with no way of knowing if they had been received. I did not follow through with my complaint because with the products received I did not have grounds to still complain. Today I received a bill saying that I owed them money because the products had shipped after the bank had stopped payment on it. There is also an additional $20 fee attached for the bank stop payment. They said if I don't pay it will go to a collection agency. Before the order shipped I had asked for a refund and to cancel the order multiple times. I did not want these products. Them shipping them against repeated requests not to is not my responsibility.I have paid the invoice as I do not want this matter to end up affecting my credit history but I am seeking a refund from Hope Health

  Business response

  09/22/2022

  Hope Health Supply)("HHS") is in receipt of the attached consumer complaint. HHS takes consumer complaints seriously, and our team is investigating why the customer did not receive a timely delivery or response. Our records reflect that the customer has received the order and paid in full. Please let us know if any additional information would be helpful.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order for masks on January 8, 2022. Per website, product would arrive in 7-10 days. When I did not receive the product in a timely manner, I attempted to contact the company to cancel the order. No telephone number. No one replied to emails. I disputed the charge with my bank; Hope Health Supply never responded. The masks were eventually delivered on February 26, 2022. I no longer wanted nor needed this product, but had no way of contacting the business. Now, over 7 months since I placed my order, I received an email that I must pay for the product with an additional $20 chargeback reversal fee. If not paid, threatened to turn my account over to a collections agency.

  Business response

  09/22/2022

  Hope Health Supply)("HHS") is in receipt of the attached consumer complaint. HHS takes consumer complaints seriously, and our team is investigating why the customer did not receive a timely delivery or response. Our records reflect that our accounting team has voided the invoice, so there is no balance on the customer's account. Please let us know if any additional information would be helpful.

  Customer response

  09/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a 15-pack of KN95 Masks - Black online through the Hope Health Supply website on January 7, 2022. I did not receive a shipping notice after a week, so I contacted the company via email January 14, 2022, to follow-up on the order. I used the email provided in the order confirmation stating "If you have any questions, reply to this email or contact us at hello@hopehealthsupply.com". I did not hear anything from the company so I sent another email on January 19, 2022, asking for any information on when the item might ship. At this point, I was concerned so I looked at their ******** page and the BBB website to see if this might be a scam. The ******** page showed many comments and angry reactions indicating that others did not receive their masks or that they never responded to emails (**********************************************). It also appeared as though the company had tried to filtered out negative reviews/comments. After seeing other complaints on BBB, I was afraid I was scammed so I called my company to file a chargeback. The chargeback was issued. I received notices a few weeks after the chargeback was processed that the order would be on its way soon (Feb 16, 2022), and then a notice when it was delivered (Feb 26, 2022). I never received any direct response from them regarding my earlier inquiries. On August 16, 2022, I received an email titled: ACTION REQUIRED: Please pay your invoice immediately from Hope Health Supply. The email then included an invoice for the masks as well as an additional $20 chargeback reversal fee. I replied immediately, and this time, I did receive a response. However, they insisted since I did receive the item I would need to settle the invoice. It took six back and forth emails where I expressed considerable concern and disappointment at their lack of timely service or reply (except for when they are trying to collect these charges), until they decided to close the invoice. I'm concerned this issue will continue.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered and paid $57.77 for 30 N95 masks from Hope Health Supply on January 7, 2022 and was told they would be delivered within 7-10 business days. When I did not receive the masks, I called the company and received an automatic response that they are not taking phone calls and was told that I needed to email hello@hopehealthsupply.com. When I emailed them about the masks in late January, I received no correspondence. When I looked online, hundreds of other people had reported the exact same issue and the malware service on my computer was telling me their website was not to be trusted so I believed I had been scammed. I filed a claim with my credit card company and purchased masks with another company that arrived within a week. The credit card company did give me a credit for the original amount. Over a month later, the masks I ordered finally arrived, but the ear loops on half of them weren't adhered properly so they pop off the moment I put them around my ears. I had not heard from Hope Health Supply at all in the last 6 months and all of a sudden I've just received a hurried, rude, and harassing email below about how I need to pay them in full for the original charge plus a $20 charge back fee within a month or they'll turn me over to collections! I emailed them to say I'd pay the original charge even though half the masks were unusable and arrived a month and a half late, but to take off the $20 fee, and within 5 minutes they resent the invoice without the additional fee. No comment on the poor quality of the masks and had to literally throw away half. Funny how they respond immediately for payment and yet they couldn't reply to my emails months ago? Still cannot get anyone on the phone at their number *************. Business name: Hope Health Supply Address: ********************************** Claymont, DE *************** Billing email: billing@hopehealthsupply.com General email: hello@hopehealthsupply.com Website: *********************************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,In August of 2021 I ordered 150 masks from Hope Health Supply. When the package finally arrived I only recieved 15 masks. I reached out to Hope Health Supply with no response, and so I requested a refunded from the bank. Hope Health Supply was able to provided shipping information to my bank ( for the 15 masks that were delivered) and my claim was denied as a result, leading to the full amount bring paid at the time.Last week I received and email stating the bill was never paid and threatening collections if not resolved by September. When I recieved the e-mail I automatically checked to see if this has happened to anyone else and it has. This is clearly a ploy the company uses to intimidate and manipulate people.I have e-mailed Hope Health myself.and informed them that I would be reporting them to the BBB and that if I don't recieve a ln e-mail verification that the issue has been resolved I will get a lawyer involved.Clearly I made a mistake trusting this company to provide a service during an incredibly stressful time.Any help or thoughts you can offer will be greatly appreciated.Thank you!

• Initial Complaint

  07/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Product Ordered 1/8/22. Product not delivered by 2/10/22. Hope Health Supply notified by email to cancel order and credit card company told to dispute the charge. Credit card company reversed the charge and received no response from Hope Health. Hope Health did not respond to my cancellation email nor the credit card company. Hope Health shipped the product in late February and it was received on 2/22/22. Hope Health was emailed to request return information since the order was canceled. No email was received. Now Hope Health was to collect the payment for the canceled item plus a penalty of over $20. I have offered to return any of the items I can find but they do not respond to my calls and emails. A copy of my request for a return authorization is attached. I sent a certified letter to Hope Health at Hope Health Supply 2093 Philadelphia Pike Claymont, DE 19703 US ###-###-#### billing@hopehealthsupply.com but the letter was returned by the US Postal Service. Please get this company off my back. They are incompetent and do not respond to customers.

  Business response

  08/03/2022

  Thanks for reaching out. I truly apologize for the lack of communication and customer support you've received from us in the past. I can assure you that adjustments have been made internally to address these shortcomings. During the time when you placed an order, we were swamped with orders due to the Omicron surge. I understand this is not an excuse, but it simply is the truth. We do not have any record in our customer service platform of your reach outs outside cancelling your subscription, which was requested by you on 4/8/22 and was responded to by a member of our customer support team that same day. I apologize if there are other reach outs that you've sent that have not gotten through to our email. Please note that the invoice you are referencing has been voided and we are not continuing to seek payment. 

  Customer response

  08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

*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. ↩