Review Time
I ordered three masks to take back home, but they arrived late due to postal delays. After returning them unopened, the company informed me of a restocking fee. I explained that this was against consumer regulations, but they did not respond to my concerns. I never got to use the masks, but the customer service experience was extremely frustrating. I noticed they don’t display their ratings online, which raises questions.
The Ultralight mask is badly designed and a waste of money! Even after sending the measurements to them, it doesn't fit properly. I bought the pro-seal and headstrap to make it a better fit, yet it pushes down on your nose, hurts your face, and doesn't seal properly. Biggest waste of $250 as it is now lying in my cupboard and completely useless. Save your time and money - it's NOT worth the price. They also don't allow you to exchange for a better fit also, even though they guarantee the size if you contact them with your measurements before ordering. They even had the audacity to try and upsell more of their junk accessories to me when I requested a change. Biggest scam ever.
I suffer with mild asthma and cycle into work (6km in central London). I bought the Respro ultra light face mask and customer service were extremely prompt in helping me with my measurements. They also sent me a free mask strap which was amazing!!! I am so so impressed with the customer service.The mask itself has been amazing. It was transformational and I can’t believe I cycled without it to work. Instead of weasing for the rest of the day due to the pollution from the cycle, I have completely clear lungs when I get off the bike. I can’t believe how effective the mask has been! I cannot recommend it enough. Even without the strap, the mask fits great and stays on no problem, I am a 5 foot 3 petite girl and got a medium. It didn’t get too hot or sweaty in the mask either. buy one, especially if you’re an asthma suffer - best purchase I have made!
Awful company, terrible slow and patronising customer service.I ordered an XL size as per the online guidance for my height. The mask is extremely uncomfortable and the recommendation was way too big. Regardless of the size, due to the design there is constant pressure from the mask tugging down on the face and nose. It squashes my nose and is painful.Customer service was useless, they advised me to try the mask on and send them pictures, then said I couldn't return it because I tried it on! They hide behind a convenient 'a health and safety' law to refuse returns of their expensive masks, it's ridiculous. It's something you wear on your body - of course you have to be able to try it on for size and be able to return if it clearly does not fit correctly. If safety is such an issue, design the packaging to allow it to be tried on the face without activating the filters. Instead it is folded inside a fragile plastic bag so you have to take it out. Avoid this company like the plague!
Had an issue with proseal fitting correctly and after speaking to their customer service have agreed to replace (at no cost) with an older more suitable (for me) product. One of the best and prompt customer services available I have encountered.
Fantastic, quick and friendly customer service; the team are very accommodating and helpful. I initially bought my ultralight mask as I live in West Africa half the year and the city pollution was upsetting my lungs, but it has since been repurposed in COVID times. It has held up for 2 years so far and is comfortable for extended daily use and I've gotten loads of positive comments. I did add the mask strap and pro-seal which helped with fit and comfort. Highly recommend Respro masks!
I want to thank RESPRO UK for the outstanding customer service I received in response to a recent request that I made. I initially misdirected my request to Logistics, who promptly responded and redirected my correspondence to Customer Service. Such a proactive response was a refreshing change from the impersonal work-to-rule type of customer service that has become all too common these days. Well done, RESPRO!
The website says "free shipping worldwide" but only when you receive the confirmation does it say that they won't pay any taxes. They could have added this single line to their website shipping information page, but choose not to do so (I've checked!).Also, they try to take a restocking fee when an unopened item is returned. This is illegal under UK distance selling regulations (as proven by the success of a chargeback claim via my credit card supplier).They seem to also have a blame culture, judging by the responses in the email correspondence.Companies which knowingly mislead aren't worth dealing with in my opinion.AND I've just read reviews from July stated exactly the same issues with a reply from Respro saying they will learn from the experience. Ummm. When exactly?
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Respro design and manufacture face masks for many activities from city cycling to X-treme sports. With 10 years experience, Respro is the premier company in this design field. Respro also design and manufacture a range of Hi-Visibility and Motor-racing ...
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