Bona Fide Masks

I submitted an order on 12/21/21 for 50 white and 50 black Powecom KN95 masks. They sent an auto reply saying my order shipped about 10 d later and provided a UPS tracking #, but this order has been in limbo for nearly a month (stuck at the "label created" stage since 12/31/21). It's now 1/20/22--a month since I purchased the masks. I've emailed Bona Fide 4 times, no answer. I have no idea what to do except contact my credit card co and cancel the payment. AWFUL customer service.

Purchased masks in mid-December and felt good when I got a message from Bill, the owner with a telephone number and personal email. Have never received and a single update on the masks. Bill does not answer or respond to VMs or eMails. After several weeks, sent Customer Service a message and NO ONE responds to anything. 'Negative' stars would be more appropriate.
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01/27 Update -
As follow-up to my above review, BonaFide has never responded to my many messages. I still have no masks. And have written to NYT Wirecutter about their recommendation of this company. I am concerned that Wirecutter is not independent from their reviews and instead an advertising arm that gains compensation for products recommended... but awaiting their response.

It took almost two months for me to receive my order, despite being charged when I placed my order. My order was sent in four separate shipments over the course of several weeks. I contacted the company to cancel my order because of the length of time it was taking them to fulfill it. My request was acknowledged, but never acted upon. I filed a chargeback with my credit card and after they received that notice, they stepped it into high gear and sent the remainder of the order. Very poor service. I would never order from them again.

As a highly immune compromised older person, it is absolutely necessary for me to keep masking up during this Pandemic - which p.s. as of August 2023 is still active (in fact we are going into another wave right now). I find that this provider is excellent and the masks are well made of combined polypropylene fabric, which actually is an extruded [as opposed to woven] material which does not allow virus particles to breach the mask. These are highly breathable and the ear loops are very soft and ear-friendly. I get the "standard" size, which fits my face very tight... the nose wire is strong and if properly bended down into the nose when you put the mask on, provides a solid seal to the face. Great company and fast service and a price which cannot be beat - who provide a full guarantee of the mask certification of authenticity. If properly handled and quarantined after use - if not** soiled, can be reused - althought not* washable. They are available in numerous sizes as well as colors.

I ordered a set of masks and all went so well I ordered another. Those didn't work with glasses. When I asked for a refund, customer service was awful. They don't mention that they don't work with glasses and when you put up a review to let people know, they don't post it - they are only posting positive reviews. Just a dishonest place, through and through. Too bad - I like to shop Mom and Pop places. Just not dishonest ones.

I ordered two packs of masks from them in early January 2022. The package arrived on time, but the package was already opened. That in itself was fine— damage can happen during transit. I get that. But when I looked inside, both packages of masks were ripped open as well. Obviously I don't feel comfortable using them now as they've been contaminated during transit. I reached out to the company to request a replacement. After three different attempts to contact them over the course of nearly two weeks, I can say that Bonafide masks does not care about customer service. They have yet to respond to me. I wasted $40 on masks and shipping. I can't emphasize this enough— don't buy from this company.

I've ordered from them twice. My first order came quickly…black ear loop kn95 masks. Great quality and fit. Second order, it's been maybe three weeks-but I'm not worried. They're overwhelmed with orders due to mask changes with our new Covid omicron variant. The masks are worth the wait and if they don't arrive after a couple months…PayPal will get your refund for you!

Purchased masks in mid-December and felt good when I got a message from Bill, the owner with a telephone number and personal email. Size does not fit from simply glancing, and wanted to return or exchange immediately after receiving the. Never received a reply from the customer service email. Moreover, Bill does not answer or respond to VMs or eMails. After several weeks, still NO reply from any source. Agree with another customer that 'Negative' stars would be more appropriate.

I wish i would have read these reviews. Don't buy all that garbage they say how they are a hard working family owned business. Wont respond even after you send them an email and they tell you how important you are. But they sure charged the credit card immediately. Which i will take up with the CC company. Bottom line, STAY AWAY from these people.

I knew it would take them awhile to ship out the masks since Omicron arrived but when I finally received them a month after ordering, the order was incomplete! I ordered 130 masks and I received 100. (some kn95 adult sizes and some kids) The quality was ok, I've gotten better ones on Amazon. Really disappointed at their non-responsive customer service and feel like I've been swindled.

Bona Fide Masks only sent about half of my order. According to their website, it was the full order & I assure you it was not. After multiple emails to the company went totally ignored, I had no choice but to file a report with the credit card company that I used for payment. I work for a church & this was for elderly parishioners. Appalling that they would rip off a church.

My wife ordered masks. Suddenly it was a subscription. She contacted them to cancel - just got the email today that her new order has shipped. Order once, get multiple orders. LOOK ELSEWHERE!

Initially, I was very happy with Bonafide. I ordered masks more than a few times--twice for myself, once for a friend and twice for my office.
The cost was below that of other vendors.
With the surge in mask demand, Bonafide was not prepared. I never received my last order but was charged. I do get numerous emails from the company owner, which now just feel like junk mail to me. I contacted my bank to dispute the charge and then ordered from another company also listed in the paper as a reputable company. I paid more, but at least I know I'm dealing with a company I can trust (I had ordered from them before).

Still waiting for order. Look elsewhere. Not happy. Customer service made all kinds of excuses for the delay.

First order came super fast. Excellent quality of product. On my second order I had some issues with the delivey but I communicated with them I they were able to helped me and about a week later I had my masks. Thank you to Michael and Christina

I placed my order and they didn't give me a status update for over 6 weeks! I emailed and called multiple times but they never responded. Finally when I put in a dispute with PayPal, they magically were able to ship my order.

I've had good experiences ordering a few different kinds of masks with them (KN95 and N95). I've had occasional glitches with orders, but their customer service has been great with me. (I never tried to return anything, I should note.) Sometimes it seems like their system is a little strained, so they may not be the best choice if you need masks really soon. But if you can wait a few weeks before the batch arrives (that is, if you order well ahead of time), they seem to have good prices and good service, so I expect I'll be ordering from them again, and I'd feel comfortable recommending them to others.

I ordered masks more than a month ago. Their website still says my order is in process. They do not respond to emails AT ALL and the phone number listed on their website is out of service.

Their website says the masks are in stock but it took 3 weeks for them to ship. I tried contacting them twice but got no response. The masks were good but this is a review of the seller.

I placed my order on Jan 6,2022 and it's Jan 26th. I've emailed 4 times and called multiple times with no response. Irresponsible company. Complete lack of customer service. Do not recommend ordering online from this company.

Update at bottom of review! Please read it.

I wish I hadn't ordered so many. But my first purchase of black kn95s from them was good, so I went for it on my second order. Bonafide shipped the masks nearly a month after the order was placed. The black masks have such a toxic chemical smell that I couldn't even wear them. I'd emailed every email address I could find several times and called endlessly, and the line is either busy or rings forever. What's the point of breathng in toxic chemicals for hours to protect from covid. And these are made in China, if that matters to you. There must be something better.

Update:
BUT FINALLY, they got back to me, and we're very honest and all-round about the lack of service. And they refunded me the Black kn95s, no questions asked. They explained that although they take quality sourcing seriously, they want me to be safe rather than sorry. They also informed me that the dye is a potential source of this intolerable smell, but that each batch may be different, even if quality control and fit this reason they refunded me. I appreciated this greatly, and I kept the white n95s because they were not as problematic smelling. And in the future Id order white, undyed masks from them with the caveat that this newest part of their business is still bumpy.

01/15/22: Ordered masks, credit card was charged and I received an automated email confirming my order.
01/27/22: Sent email asking for ETA, received automated email with a different email address to check status.
01/27/22: Sent email to alternate email address provided to check on status.
01/27/22: Received automated email telling me "Our team will be back to you soon..."
02/01/22: Sent another email advising if they were unable to provide the status of my order, to cancel it.
02/01/22: Received email telling me "Our team will be back to you soon..."
02/01/22: Advised I was contacting my credit card company and disputing the charge.
02/01/22: Received email telling me that "Our team will be back to you soon..."
02/14/22: Received masks

At no point did a human being ever respond to me inquires. The masks are fine, the customer service, rather the lack thereof, was atrocious.

The black masks are so scratchy that they are not wearable. Because they are PPE they would not refund them. Do NOT buy them!