• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered some N95 face mask several months ago and never received the masks. On the routing number Armbrust sent me the post office showed that a mailing document had been created and that the post office was waiting receipt of the product. I filled a complaint with my credit card for a refund. I received a page long email from them listing all the problems that they had-insufficient staff, such a large volume of orders and finally that the post office was too small to handle the volume. They offered a refund so I dropped the credit card complaint. I then asked for a refund and was told their record shows that the complaint is still showing up and that they couldnt issue a refund even though I had dropped the complaint. Six months later I havent received the masks or a refund. I also asked them to just send me a check and thats not happened. The reputation of this company is BAD! Buyer beware!

  

  Business response

  05/18/2022

  It's true that the customer ordered masks on January 10, 2022, (Order #******). He did not receive his masks within a week or so and wrote us to demand his money back.

  (The *********** had lost his package and had not notified us of the incident.)
  
  ****************** filed a "Chargeback" with his credit card company on January 23, 2022 and then notified us that he wanted his money back.  We could have had this settled on January 27, 2022 - had he merely waited a couple of days.
  
  We are perfectly willing to give people their money back -- IF there is any money to give back. I work the night shift and the weekend shift, (as I have another job).  I cheerfully refund orders all night long.
  
  We run our business through the ************ Processor. I have no access to anyone's credit card account.  I cannot see their credit card number. If there is money in their account to refund the customer with -- I refund them.
  
  If there is not any money left because the banking processor clawed it back -- there is no refund until the bank puts the money back in there. I am - then --  able to refund them.  That is the way that modern businesses are run now. Any business that does it differently is paying people out of their own pocket. I work two jobs - I have no pockets left to dip into.
  
  Customer created a problem by going to his credit card company and telling them that our company committed a fraud against him. When the bank hears that, they INSTANTLY snap the money back from us and they instantly put the money back in the customer's coffers -- until they can review the situation.
  
  At the time the customer demanded his money back, we had no money to refund him with. He had already received his money back. (At least temporarily.)
  
  It takes a couple of months for the credit card company or the bank to determine who is at fault. When they do, or the customer drops the case - then the bank puts the money back into his slot - so that I can refund him.
  
  The customer should have given us a week to respond and refund him. He didn't trust us - so, he immediately ran to his bank. It creates a problem for us, too. We then have to pay an extra hefty fee because they charge us a "Chargeback Fee". It also takes them several months to determine who is at fault and to put the money back in the account.
  
  Even after they decide who should keep the money, it usually takes about 8 weeks for the bank to place the money into said account.
  
  Now that the bank has ruled in our favor and I have the funds in his account, I am able to give him his money back.  I have refunded him all of his money ($49.95). He will probably think that it's because he filed with the Better Business Bureau.  That had nothing to do with it. I refund when there is money available in the account.
  
  Thank you for the opportunity to respond.

  Thank you for being a liaison between the customer and our business.
  

  Warm Regards,

  Marey Armbrust

   

  Customer response

  05/18/2022

  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

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought these masks in black and they were perfect. I ordered a 2nd box and they were dingy in color. Armbrust replaced the 2nd box and it too was dingy looking I asked for full refund or replacement of quality masks as shown in web. I sent the following email:The masks are not the same color as my 1st order which I loved. Since we have to wear these everyday I'd like for them to look good. They look dirty. I spent alot of money in them and would like to receive what I paid for. I'd be more than happy to return them to you at your expense, but I'd either like a full refund or masks that are even color. I am running low on masks and currently yours are the only ones that I am wearing so I need to get a better product or refund so I can purchase another recommended brand Their customer service stated the following via email:If you would like to send back any packs that are unopened and completely sealed, we can definitely exchange those for a different color for you however there is no guarantee that you will receive the same color of black masks from your original order until we move to our new warehouse per my email sent on 04/04/22.As a customer I don't feel that's my problem that they are switching warehouses. I feel I should get what I paid for which was $27.14. I want to feel safe and the look of these masks do not make me feel safe

  

  Business response

  04/21/2022

  Hello ****** G,

  
  I am so sorry that you did not like the appearance of our Black Surgical Masks.
  
  I can assure you that the quality of the black masks and all of our masks are of a superior quality.
  
  We have had third party testing done on our masks and they test out at ASTM Level 3.
  
  We decided to change the material of the black masks to be slightly thicker, so that the meltblown middle layer and the white inner layer does not show through the outer black material.
  
  It is a progress in motion and you may have received black masks that were not the shade of black that you prefer.
  
  They still deliver the same quality as any other color that we manufacture.
  
  I am happy to say that I've refunded you for your purchase to your **** ending in 9618.
  
  Feel free to purchase a different color out of our mask collection.
  
  Thank you for your support in bringing strategic manufacturing back to *****************.

  Customer response

  04/21/2022

  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

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi! We ordered a set of kids n95 masks that came damaged 3 weeks late in January. The company was unresponsive for a while, we tried calling, emailing and reaching out via text several times but no response. 2 months later they automatically shipped us a new box of masks - which at that point we didn't request. Upon contacting them, they stated if we refused delivery they would refund the amount. At this point we have refused delivery but they have been completely unresponsive to all forms of communication and have not refunded the money back. We have email correspondence confirming the same including **** tracking info of refused package. The company has been pathetically poor about getting back and the we are unable to use a damaged product that arrives without appropriate packaging (unsealed).

  

  Business response

  04/04/2022

  Hello Sarina,
  

  Thank you for notifying Armbrust about your problem masks for Order #******.
  

  It appears that we DID indeed answer your emails.
  

  We also attempted to refund you  -- but, you ordered through Paypal.
  

  Not sure if you contested our business on Paypal or not.
  

  But, we were unable to refund you -- your money via Paypal.
  

  (I -- again tried to refund you and Paypal said, "Unable to refund $37.16 USD."
  

  3 minutes ago )

  We don't collect credit card numbers, as we have a Payment Processor that handles that.
  

  We are only able to refund you via the method with which you purchased
  

  We also notified you that you would need to supply us with your Paypal Email Address - in order for us to reimburse you.
  

  I am not sure if you received that notification or not.
  

  In any case - please supply the Better Business Bureau with your Paypal email address, so that we may reimburse you.
  

  Thank you so much for bringing this to our attention.
  

  Warm Regards,

  Marey Armbrust

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

  Customer response

  04/07/2022

  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. I would like to withdraw my complaint against this business as they resolved the issue satisfactorily.
  
  
  Regards,
  
  
  Sarina

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date: 1/15/22 Order: #****** Cost:$45.75 Size: Child/Small Color: Purple Quantity: 20 Armbrust American child masks fit way too big around the nose. I contacted customer service to find a solution on 1/25/22, 1/27/22 and 2/23/22 and left a voicemail. I texted on 1/26/22. I emailed on 1/25/22 and no one is returning my messages! I purchased from ******** American because the product is made in ******Please help me to request someone from Arbrust American find a solution for my problem as I paid alot of money for these masks or refund my money. Thank you.

  

  Business response

  02/04/2022

  Hello *******,

   

  You ordered the purple ones on January 17th. 2022.  You need to give us 48 hours to ship them out and then -- time for the

  delivery.  

   

  As it happened, you received your masks on January 20, 2022.  Here is the Proof:

   

  Tracking Number: 9400111107984542906539

  
  Your item was delivered to a parcel locker at 10:32 am on January 20, 2022 in ******, ** 91784.

  
  USPS Tracking Plus Available 

   

  Status

  
  Delivered, Parcel Locker

  
  January 20, 2022 at 10:32 am

  
  ******, ** 91784 

   

  We received soo many orders for those masks, we would LOVE to have them back to distribute to customers that want them. 

  Always happy to pay to get untouched masks back.

   

  Please send them back, Unopened to:

   

  Mailing Address:

  
  2028 *********************************

  
  #***-9116

  
  ******, ** 78741

   

  I am so sorry - but, after the first of  the year, we received thousands of emails and we only had one person that was staffed to 

  answer the emails.  We are a small company.  But, we hired more people to serve you.  We are only just now catching up on our 

  emails.

   

  
  I do thank you for thinking about us.  But, not sure why you would lodge a complaint -- when you've already received your 

  masks.
  

  Customer response

  02/07/2022

  Complaint: 16707283
  
  I am rejecting this response because: As stated in my first complainted the child masks  FIT BIG AROUND THE ***** If you had read my first complaint you would have seen the pictures I attached to proof my commplaint. Your child masks measurements are way off.  My message to you is NOT due to a delivery problem. These are not kids sizes. How am I suppose to know if the size fits if I can't open the package?  Now you won't accept the return because I opened the package. My little girl can NOT use these masks because they FIT BIG AROUND THE ***** Find a solution that will make them fit properly or refund my money. 

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

   

   

   

   

   

  Regards,
  
  *******************************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/18/2022 I placed an order (order #*****) with priority shipping totaling $141.73. Order was delivered on 1/21/2022. There were issues with the children's masks I ordered. I usually order pink children's masks in a quantity of 50, but they were out of stock. Instead I ordered blue children's mask in the quantity of 30. Upon opening, the blue mask were noticeably smaller than the pink I usually order, and did not provide adequate coverage for my kids.On 1/21/2021 I saw that the pink children's masks in quantity of 50 were back in stock so I placed an order (order #******) for priority shipping totaling $65.34. Armbrust has yet to ship that order. On 1/27/2022 I reached out to the company by email requesting an exchange for the blue unopened masks that were smaller, for the pink ones I usually order. I submitted proof of the size difference in the email. I also asked for a shipment update on the order placed on 1/21/2021 I have heard nothing back from them, they have already taken the payment. Now I have ill fitting mask for my kids, and I desperately need my order that hasn't shipped after paying for priority shipping

  

  Business response

  02/06/2022

  Hello Natasha,

   

  We didn't see your email because we're getting thousands of emails.

   

  We've hired more staff and they are trying to catch up with them.

   

  I am so sorry that we have been out of the Pink Masks. 

   

  I don't want your children to go unprotected.

   

  Therefore, we are making more and I've placed a RUSH on shipping yours out ASAP.

   

  Looks like you paid $1.95 for Priority Shipping.

   

  Priority Shipping costs us more than $14.94 -- but, I'd be happy to reimburse you for that $1.95.

   

  I have refunded you for the Blue Masks that you said do not fit your children.

   

  You should receive an email regarding this.

   

  We would love to have you send back any unopened packages of Blue Masks.

   

  We cannot accept any opened packages because of the personal use aspect.

   

   

  This is our mailing address:

   

  Mailing Address:

  
  Armbrust ***
  
  2028 *********************************
  
  #***-9116
  
  ******, ** 78741
  
  

   

  So sorry that you had to wait.

   

   

  Thank you for being such a valued customer.

   

   

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed and paid for an order of masks. I received an email saying a mailing label had been created. No further updates have been received. Realizing they might be backed up with orders so waited until I hear from someone I know they received their masks, she said it took about a week. I thought it was time to contact the company. Tuesday, Jan 25, sent an email asking for help that order not received, followed up with a text since the recording said this is a quick way to contact them - no response. Wednesday sent an email to a different email address - no response. Called a left a voicemail and sent another email Thursday asking for refund since no response and product not received. Friday still no response. Just want my money refunded so can buy masks that I will receive from a different company.

  Customer response

  02/02/2022

  Better Business Bureau:
  
  I received an email from the company that I would receive a refund. I checked my credit card and it was issued today. Therefore, I think my situation has been resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered mask ..jan 21; 2021 email from business saying shipping label has been printed...heard nothing since..phone call to company, text to company, email to company. read bbb report on this business...F rating..very concerned at this point...charged to my credit card...something is and has been going on with this business....need refund ...

  

  Business response

  02/06/2022

  
  
  Hello *******,

   

  Thank you for contacting the BBB.

   

  The *********** has been very slow and lost many of our orders.

   

  There is nothing "fishy" about our company.

   

  We never see your credit card or your credit card number.

   

  The banking processor takes care of your money. 

   

  Nothing to worry about there. 

   

   

  We are mere pawns of the ***********.

   

  Ten days to ship something means nothing to them.

   

  Looks like your order has finally been delivered.

   

   

  Please let me know if I can help you further.

   

  Tracking Number: 9400111107984924839721

   

  
  Your item was delivered in or at the mailbox at 1:48 pm on February 1, 2022 in DAYTON, ** 45449.

  
  USPS Tracking Plus Available 

  
  Status

  
  Delivered, In/At Mailbox

  
  February 1, 2022 at 1:48 pm

  
  DAYTON, ** 45449 

   

   

   

  But, it looks like yours was delivered.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 different types of masks from Armbrust ***. One of the masks (N95) were delivered with the plastic inside the box opened and 3 of the mask's yellow straps were not connected to the mask so 3 out of 20 total masks are defective. I have emailed Armbrust *** three times and left two voicemails. No one has contacted me to resolve this matter. In my email, I requested to return the N95 masks as I do not feel comfortable wearing masks that have been opened. Neither of the other two boxes of masks I ordered (kids and adult KN95 masks) were opened like this. The plastic was sealed for the other two masks I bought from them. They have not responded and tried to resolve this matter with me. I thought this was a reputable website/company to order from. Please contact me to resolve so we can be properly protected from Covid.

  

  Business response

  02/04/2022

  I agree with you!  No one should wear masks that have been opened. I don't want you to do that.
  
  
  Just so you know, we do not manufacture those Shawmut masks.  They are an American manufacturer - but, they bear the  responsibility for sending out unpackaged masks.
  
  
  We will definitely either reimburse you for your masks or send you something else that you want.  We ARE a reputable company and we stand by our sales.
  
  
  I am so sorry that we didn't see your emails.
  
  
  We are a small company and we were swamped with mask orders for children after the first of the year.  I think that the school systems mandated mask-wearing and we have really comfortable masks for the kids to breathe through.
  
  
  We sold out pretty quickly.
  
  
  Here's why we didn't see your email:
  
  
  At the time, we only had one person that staffed the Zendesk and  we received over a thousand emails. Poor ******* worked night and day and couldn't catch up.
  
  
  We've since hired some more people to help out.  I totally understand how upset you were because you thought that we ignored you.  We were doing the best that we could.
  
  
  We were so busy that ***** almost missed the birth of his daughter around the 7th of the month.  She was born early and was underweight. 
  
  
  Again, I apologize for not answering your email. I am really and truly sorry.  
  
  
  Please email: marey AT armbrust.com and tell me what I can do to make things right. Please include your Order Number in your email.
  
  
  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1/1/22 Placed $68.45 Order 1/11/22 Received Email Incorrect Notification from Armbrust that my Package was Delivered to My Address 1/12/22 Package Was Not in the Mailroom so I Looked Up the USPS Tracking Info That Said I Needed to Schedule a Redelivery & That It's At the Post Office. 1/13/22 Post Office Clerk Tells Me it's Not There 1/17/22 Post Office Clerk Tells Me it's Not There 1/19/22 I Scheduled a Redelivery Online with an Option for Customer Pick Up at the Post Office (for 1/20/22) 1/20/22- Once Again Post Office Clerk Tells Me it's Not There *** THERE IS NO CUSTOMER SERVICE AT ARMBRUST *** No one is there to help or be held accountable for any errors. PHONE CALLS GO STRAIGHT TO A RECORDING with no live human at the end of the call. EMAILS- UNANSWERED. TEXTS- UNANSWERED. MONEY- LOST! Although I have called Armbrust numerous times in the last 10 days, no one has answered my messages. I tried texting but no one responds to that either. I emailed on Monday 1/17/22 and today is Friday 1/21/22 but no one has bothered to handle this. At this point, I demand a refund. Please see attached screenshots with USPS Tracking Information Detailing Tracking History and a Package That Was Never Delivered!

  

  Business response

  02/06/2022

  Hello *********,

  I am so sorry that we didn't see your emails.

  We are a small company and we were swamped with mask orders for children after the first of the year.  I think that the school
  
  systems mandated mask-wearing and we have really comfortable masks for the kids to breathe through.
  
  We sold out pretty quickly.
  
  Here's why we didn't see your email:
  
  At the time, we only had one person that staffed the Zendesk and  we received over a thousand emails. Poor Jessica worked
  
  night and day and couldn't catch up.
  
  We've since hired some more people to help out.  I totally understand how upset you were because you thought that we ignored
  
  you.  We were doing the best that we could.
  
  
  
  We were so busy that Lloyd almost missed the birth of his daughter around the 7th of the month.  She was born early and was
  
  underweight. 
  
  Again, I apologize for not answering your email. I am really and truly sorry.  

  I checked your order and it appears as if you have received your order.

  Here is what the Post Office reported:

  Tracking Number: **********************

  
  "The customer has requested that the Postal Service redeliver this item on January 20, 2022 in CORTE MADERA, CA 94925."

   

  I assume that you received your order.

   

  As a show of good faith and being we appreciate our good customers -- I have refunded you for your entire order.

   

  You should receive an email regarding that refund for Order #270285.

   

   

  Thank you for notifying me.

   

   

  
  
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered one box of KN95 masks on Dec. 28, 2021. On Jan. 10, 2022, I received one box of 20 Kids KN95 masks. Despite several emails to ************************************* and phone calls, Ive received no response. I want a refund and instructions as to what to do with the box of Kids KN95 masks. These arent non-essentials. Its imperative that we obtain a refund as soon as possible so that we can purchase masks elsewhere.

  

  Business response

  02/06/2022

   

  Hello ****,

   

  Thank you for writing to the BBB.

   

  Looks like you were already refunded several weeks ago.

   

  You were refunded $14.95 on December 29, 2021.
  
  

  You were refunded another $10.47 on January 20, 2022. 
  
  
  

   

  I just sent you out the two emails that proved that we sent you your money back.

   

   

  Please let me know if I can help you further.
  

   

   

   

  Customer response

  02/07/2022

  Complaint: 16473168
  
  I am rejecting this response because: I did NOT receive a refund in the amount of $14.95 on Dec. 28 or any other date. I did receive a refund in the amount of $10.47 on Jan. 20, 2022. On Jan. 31, 2022 at 9:36 pm, I received an email from Armbrust notifying me that my order ****** was out for delivery via ***** At 9:36 pm on Jan. 31, 2022, I received an email from Armbrust notifying me that my order ****** had been delivered by **** Also on Jan. 31, 2022 at 9:36 pm, I received an email notifying me that **** had delivered my order ******. I was home and received NO packages on Jan. 31, 2022, furthermore, as I previously stated in my original complaint, I received order ****** on Jan. 10, 2022, but the package contained a box of 20 Kids KN95 masks, not a box of 10 adult KN95 masks as I had ordered. *************************** at Armbrust emailed me a **** return label for the Kids KN95 masks, and I used it to return the Kids masks. I took the package to the post office on Jan. 28, 2022 at 2:55 pm and emailed the information to *************************** at 3:17 pm Jan. 28, 2022. This company has some serious problems with its electronic communications. I've saved all the aforementioned emails and would agree to forward them to the BBB for review. In the meantime, I would recommend against purchasing online from Armbrust American, based on my own experience, until they can satisfactorily resolve these apparent issues. 
  Regards,
  
  *********************

   

  

  Business response

  02/28/2022

  Hello *********************, We refunded $14.95 on December 28, 2021. We refunded $10.47 on January 24, 2022. Her proofs are listed below.Not sure why she complained -- as all her money was immediately refunded. Maybe her bank is not recording her assets? As far as I can see -- no packages were mailed out to her, because she had already asked to be refunded.Which we did. Please explain what I need to do for a happy solution? Thank you so much! =============================== Order #****** Refunded Original order December 28, 2021 $10.47 Discount 2ZPPQS7P Applied Subtotal 1 item $10.47 Shipping Free Economy Shipping (**** lb) $0.00 Total   $10.47 Paid by customer   $10.47 Refunded Reason: Wrong item received. -$10.47 Net payment   $0.00   ================================ Order #****** Refunded Original order December 28, 2021 $14.95 Subtotal 0 items $0.00 Shipping Free Economy Shipping (**** lb) $0.00 Total   $0.00 Paid by customer   $14.95 Refunded Reason: -$14.95 Net payment $0.00     Thanks again!

  
  

  Customer response

  02/28/2022

  Complaint: 16473168
   
  I am rejecting this response because: This latest response from ArmbrustUSA makes no sense and is emblematic of the kind of problem customers experience doing business with ArmbrustUSA. Another Armbrust employee acknowledged the customer relations issues with which Armvbrust *** is dealing in an email to from *************************** on Feb. 14, 2022. In the email, which I copied and pasted below, ******** owned up to and apologized for all the confusion and conflicting information in the comp[any's correspondence with me, explained why it happened and thanked me for my "honesty." In light of this latest message, it appears that the internal and external communications problems persist. I thank the BBB for handling this, and as far as I'm cncerned, the matter is now closed. 

  
  
  Regards,
  
  *********************

  ******** Meyer (ArmbrustUSA)
  Feb 14, 2022, 7:02 PM CST
  Hi ****, 
    I am so sorry for all of that confusion! Our customer service team is very small, and our team is working to put more on to help resolve issues like this. We are working hard to get through all the emails we receive, and I apologize that we fell short. I appreciate very much your honesty in your feedback and I will be passing it along to my team. Thank you.
    I hope you have a wonderful rest of your week, and stay safe!
   
  -********

*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. ↩