DJ
Great product, BUT disappointed with customer service - UPDATED/REVISED AT END of original review
SEE UPDATE BELOW: I was excited to have my masks arrive as I'm leaving on a trip and purchased them specifically for the extra protection while in the airport, on the plane and in crowds. The fit was great, BUT I ordered 12 and received 11. I called immediately, before I had even opened one to try it on and see if it would fit and I got a lovely customer service representative. She apologized for the inconvenience and asked if I could send her a photo. I did while she waited and she thanked me. She said I could either get a refund for the missing mask or they could send me one. I told her that I needed all 12 and so I would like one sent, but if they didn't have the missing color I would take any color. She told me that would be fine and she checked and said, "Yes, they still had that color and she would pass this on to someone else and I would be hearing back shortly. I did, but not with what I expected. They said that they had refunded the money for the missing mask, but could not send the missing one. That is very disappointing!! I purchased 12 in good faith and I expect 12. I wrote right back and have had NO response. I guess I can't trust this company to send the right number so it will not be a company that I can recommend. UPDATE -10/10/25: I'm pleased to announce that Well Before did reach out to me after my review and although I disagree with their indicating there was "confusion" in me not getting the missing mask they are now correcting their error . They did clearly tell me that they could not send one mask, but could refund me the cost of one (which they did), but they have apologized and have shipped me another mask. I haven't received it yet, but I am taking them at their word. They did respond quickly after my review. I do like the fit and feel of the masks and I appreciate all of the color choices. I feel they are a high quality mask. I would now definitely recommend Well Before and I plan to give them another chance the next time I order masks. I've changed my review from 3 stars to 5.
Response from WellBeforeOct 6, 2025
We’re very sorry for the confusion and disappointment with your order. We completely understand how frustrating it must have been to expect 12 masks and not receive them, especially with your trip coming up. This was never our intention, and we sincerely apologize for the inconvenience. Our team will be reaching out to you directly to make this right and ensure you get the full number of masks you ordered. We truly appreciate your feedback and your patience, and we hope to restore your trust. Thank you for sharing your experience — we take it seriously and are committed to improving 💛