Airinum Opiniões 189

Pre-ordered our masks in May. In September they were sent to us by FedEx who delivered them to the wrong house. I have logged a ticket and will update TrustPilot to reflect how well Airinum deals with this problem.

Originally written in September 2020:
Waited 5 months for them to deliver the mask, when I got fed up with waiting with the same copy paste excuse from customer support I told them to cancel the order and issue a refund. They still went ahead and sent the mask a few days later, which I refused delivery of as indicated by customer support. Now I'm stuck waiting for the refund as FedEx is just as slow as Airinum.

EDIT 20-01-2021:
Airinum contacted me after leaving my review and offered me to refund me the FedEx customs charges I incurred for the cancelled order. They had refunded me earlier for the cancelled order, but I was left with the customs chargers by FedEx. I had taken my losses and paid the FedEx charges as they weren't cooperative to refund me either.
I was pleasantly surprised this old issue was resolved fast and professionally after being contacted. Definitely changed my opinion of Airinum for the better, and despite everything going wrong earlier, I might consider ordering from Airinum again.

I don't know if I am one of the unlucky customers here, but this has got to be the worst experience I have ever had with a company. I waited five months for the mask to be shipped (had already paid), they allegedly sent it, and apparently the laws of my country (Austria) prohibit it being delivered to me, it's just sitting at the airport presumably? I contacted customer services which offered me a refund but told me I am responsible for getting the mask 'returned to sender' - it's all a bit ridiculous - they seem to be unaware of how to run an eCommerce business. As for the quality of the mask - I guess I will never know

Hasn't arrived yet because SOMETHING unexplained has happened which has forced product to be shipped to the US and then re-shipped back to Europe. What that something is has been withheld. In the absence of information, I will speculate that a supply chain problem led to the decertification of the product under EU law, but not under US law. So, what do you do when your masks no longer meet spec? You ship them to a third world country like the USA so that you can continue doing business? I don't know what happened, but it had to be pretty dramatic in order to relocate all shipping operations to the US. Let's just say it is not a good sign. One reviewer saying he had to pay 74 euros in customs fees for a product allegedly made in Europe, shipped from the US, tells you this is a real mess. I would at this time advise against placing orders until this is explained. Still waiting for our order, placed many months ago and delayed twice.
UPDATE: The company has stated all order have now shipped from the US and that they recognize the problem of customs duties and will reimburse anyone proving they were charged.
UPDATE2: Product arrived a few days later. Email arrived again promising to reimburse any fees. Masks are wonderful, very pleased. I wish though that someone would do an independent test to certify the claimed filter capabilities.
UPDATE3: A letter arrived from FedEx about 8 days or so AFTER the package, billing for customs fees. Have submitted the invoice for payment by Airinum.
I'm beginning to feel for the company. I don't know what happened to cause this disruption, but it has to be hitting them very hard financially. The fees were about 25% of the purchase price. And this for a product made in the EU, shipped to the US and then International Air shipped back to the EU! Ouch! I've increased my review to 4 stars as they seem well-intentioned and doing the best under difficult circumstances which they still have not explained.

Awful Awful Awful
Still waiting and just getting the same response whenever I e-mail and they bother to respond. Like other reviewers I paid almost £300 months ago with a promise of items to be delivered in August. It's almost October and still nothing. What a complete joke this company is, they take your money and just don't deliver. AVOID AT ALL COSTS.

Truly awful experience.
Pre-ordered in May and told to expect goods in August. August came and went and they said to expect early September. There have been very few updates and its obvious the company is way out of thier depth. Customer services are slow to respond and are fairly contemptuous of customers. I'm still waiting in late September and they have said I can't cancel my order but the might refund my delivery charges. Time to get my money back via my credit card company.

Appears to be a total scam, I am waiting since 4 1/2 months on my order, bad customer support

I first signed up for the waitlist in March 2020. We waited patiently for an email with codes to place order. I received an email with my personal codes in May 2020 and placed my order. I received my order in September 2020, with the initial expected delivery date in August 2020. Although a few weeks later than expected, I received all 3 shipments. 12 masks in total with replacement filters for the grand total of $1233. I purchased masks for everyone in my family including my parents and elderly grandparents. Everyone is pleased with their mask and feel better protected against the coronavirus when in public spaces especially the doctors office. Thank you Shirley Law at Airinum for answering all of my questions and updates while we waited 7 months for our order. It was worth the wait!

Regarding our order S35600
Finally we receifed all mask beginning octobre 2020 after allmost 2 months delay.
So we are happy and satisfied with the quality of the masks and the wonderful packaging.
A great Christmas gift despite the high price and the overdue delivery time.
Sincerely
Jan Michael Schütt
Studio Deauville Sarl.

Finally received the mask after a ridiculously long wait: despite being repeatedly assured by customer service of delivery in August.

I've left a review about the service, this review is about the 2.0 Urban Air mask itself.

As a regular mask wearer due to a health condition, I waited eagerly for this mask so I could go about my business (thank Christ my regular filter supplier is now sending orders and I received filters for my other masks the same day).

The mask is very low quality for the price paid. The packaging is sleek however I get the impression that this is all you're paying for.

The skin itself is fragile and very thin and doesn't feel at all sturdy, it doesn't seem designed for long term usage.

The filters are also thin with rubber exhale valves and stick to the mask skin with inbuilt Velcro. Even looking at the filters, it's obvious that it's just two strips of material with a plastic-y sounding crunchy interior. I was doubtful about them and had every reason to be. I'm not sure what "engineering" went into these filters but it's clear that there was none. Quite frankly, I feel like I've been conned.

Whilst the foam nose pad is comfortable, the wire across the bridge of the nose is flimsy (it feels like a freezer bag tie) and it is difficult to get an adequate seal. The wire needs to be thicker, heavier and sturdier in order to be of any use (see their competition: respro nose clips)

The head strap is a necessity for any proper seal around the edges however the adjustable straps are badly made: the type of material means that it slips and doesn't stay where you need it to. In my case this is life threatening: if it slips off and I get any chemical air or fragrances in my face, it's going to be straight to my epipen and off to the hospital for me.

So, I tried this mask out and about at the local store with my normal mask in my bag and thank f*** I had my normal mask.

To put it simply: this mask is useless for my purposes.

I suspect many positive reviews were purchased or submitted by employees.

If you have any chemical sensitivity, this mask is absolutely useless, it feels like this mask has zero filtration (or there was slippage due to the aforementioned material issue) and I had to run back out of the store to fit my normal mask.

Basically I paid 114e for something that looks pretty but it absolutely useless. If there was proper "engineering" there would be proper filtration and there is not, or there is very little.

There's nothing quality about this.

As I can't return it, I'll need to keep this uniquely as my "walking through the village to hiking trails" mask as it's thin and lightweight enough that I won't be a puddle of sweat. Useless for any other purpose though.

If you're using masks for chemical sensitivities, skip this brand and go for something proper like Respro.

REPLY TO AIRINUM:
I personally have no problem changing the filters. I am a mature adult. My previous post refers to teenagers and young adults who may not (and many do not) have the patience to watch and learn from your tutorial or read through your written instructions on how to change the filter. This is not a mask for everyone is my point as it is a bit fiddly, fragile and requires some care and patience to avoid damaging it. It is also very expensive. Teenagers and young adults (and even some mature adults) may want to look elsewhere before investing so much money in an Airinum mask if they neither have the patience, attention and care to maintain and use it as instructed.
The purchase experience remains a factual catastrophe and all the subsequent complications that followed with FedEx. I hope the "new" warehouse in Europe really operates as promised, as it didn't when I ordered from it back in May 2020, which is why I ended up being shipped from the warehouse in the US; ergo all the import duty problems.
Again, I reiterate, every business locally, nationally, and internationally had to deal with logistics and adapting to the constraints of the pandemic. Most did a much better job. Every business I ordered from online did so without inordinate and unreasonable delays given the circumstances, with the exception of Airinum which held onto $822 (approximately 685€) of my hard-earned money. Sorry Airinum, this is the truth and a fact.

UPDATE after receiving the order in late September 2020:
I finally received the masks, but only after I requested a full refund; shortly thereafter, I received an email confirmation that my order was dispatched. Apparently, the company decided to suddenly move their European warehouse to the USA before my order was fulfilled which then resulted in astronomical import duties on my order which were payable upon delivery, which were NEVER mentioned by the company. As I was receiving emails and letters from FedEx to pay outstanding import duty bills, which eventually were settled nearly a year on from reception date. Airinum stated that nothing needed to be done and that they would handle the duties on their end, which turned out to be false. Airinum eventually refunded the duties, but this whole purchasing experience has been a nightmare and not worth the substantial time (many many months long) and aggravation sorting it out and the great expense involved. Thank goodness there are plenty of mask makers out there now with similar products which are much less costly. The mask itself is a bit flimsy and fragile; it needs to be hand washed (so no throwing it in with the rest of the laundry) and changing the filters takes some practice so as not to break or rip anything (not to be given to teenagers or young adults who lack the patience to understand how to do it!). So maintaining it is just as much work as the experience of buying it and getting it delivered. Not worth it.
Original post:
Like many posters, I ordered the maximum possible masks and replacement filters back in May thinking I would have them by September when my asthmatic son goes off to university. No such luck!
If you have received your order, then I have to think you are one of the very few. We are now mid-September, and still no clue as to when my order will be fulfilled, although the company has debited the full purchase price months ago. Although supply chain and delivery may be a legitimate issue in the midst of this pandemic, everyone in business has the same obstacles and have seemed to have made the adjustments, especially since many of us are no longer subject to a full and strict lockdown. Most things I order online locally, nationally and internationally, and have had no extensive and unreasonable delays as I have experienced with Airinum.
I truly hope, for all of us out a substantial amount of cash, that this is a legitimate company. At the very least, they should refund all unfulfilled pre-paid orders, especially since they have taken our money willingly and have not come through with fulfilling orders within the very generous timeframe they had advertised and we were willing to accept given then circumstances at the time. Now that the deadline is well past, they should refund our money. They seem to have an endless waiting list and could easily "unload" our orders on those customers who would not have to wait months like we all have and still are.

Wow, these reviews are obviously from people who didn’t read the information given to them regarding the delivery of these masks. Some of the reviews are straight up lying about the process. Upset you haven’t gotten your mask yet? I get it but this was all explained when we purchased our masks. We were all told August or September. If it changed they would contact us through updates, which they did. These come from outside of the United States and we are in the middle of a pandemic. You think they may run into a delay here and there?

Also, someone mentioned how the mask is obsolete now because they are late. How do you respond to someone that feels a mask no longer works because it doesn’t arrive earlier than when they were told? There are no words. The virus isn’t going anywhere. Still here. Wear your expensive mask.

Airinum has been absolutely upfront and completely transparent in regards to the delivery of these masks.

I purchased 3 masks and extra filters during a preorder in May. I received them when they said I would. They have kept in touch with emails letting me know the status of my order and when I could expect it. They also stated that if something should happen that refunds would be given out.

We live in scary times, we need to be calm, diligent and smart. Pay attention and read before you buy, understand everything. It will save you from a lot of stress. And learn to decipher between a review that was written by someone who didn’t read all of the terms and conditions and someone who has an actual grievance.

Like many below I placed an order in May and since have had constantly changing dates. 13th August they sent confirmation that all items had been produced and shipping was starting. Two weeks later supposedly orders had started to be dispatched, not sure what happened in the two weeks since the previous mail. On the 9th September they announced international deliveries would starting again next week- though hadn't received a notification they had stopped. They are now guaranteeing that all orders will be dispatched in September so shall see. I just hope that the final product is better than their ability to delivery it and provide accurate updates. Well finally got the masks, which seem good, but have now just received a customs bill for £26! Think there are better companies out there.

I can only presume that this is a fraudulent company that has operated a mass international scam to get money from people and give them nothing in return based on the evidence of my own experience and seeing what others have written here. Also, the fact that this company does not appear to offer any customer service. I paid more than £100 for products from its website back in May. I was told that these would be delivered in August, I have not received any update nor any items nor any tracking information. I feel like I have been mugged. I will contact Trading Standards to see if there is any action that can be taken.

I ordered a mask from Airinium in May with the promise of an August delivery (they had so many orders that they advised of a long delivery period but promised the mask for the beginning of August). 1 mask plus one pack of filters is £117... an extraordinary amount of money. Still no sign of a delivery on the 9th September. Disgusting. I have now cancelled my order and await a refund.

Leaving 1 star, because 0 is not an option. Like many others, I too, preordered for the US back in May...have emailed numerous times and STILL have not received tracking or 4 masks and 4 boxes of replacement filters. I am starting to lose faith in this company. We are now in September and I was "supposed" to receive them in the month of August. Seems my recourse is with my credit card company and filing fraud.

****Editing to update****
I received all 8 of my masks and replacement filters. I did initiate an inquiry with my credit card company so that I didn't lose the window to do so. Shortly after the dispute, I received a FedEx tracking number and the items the next day. I truly believe that Airinum had very good intentions, but were quite literally inundated, overwhelmed, and unable to keep up with production, packaging, and shipping.

Now - the review is from my perspective and I am anti-mask:

I am very happy with the product. The nose foam is perfect. It does require a little "playing" to get the filter lined up perfectly so there is no seepage. The filters are very much like the 3M N95 masks. The ear loops tighten down to fit your face and there is a bonus head strap to alleviate ear fatigue. It also comes with a nice carrying bag to help keep it from getting dingey.

Probably one of the worst customer experiences ever.

Constant broken promises and lack of clarity on delivery dates, ordered in May, promised deliver "IN" August, still no tracking number.

Just received an email from Airinum stating that the masks are now on backorder until May of 2021. DO NOT BUY ANYTHING FROM THIS COMPANY.

I ordered mine in May of 2020, order was moved by them to August of 2020 and now this.

By the way these masks were already paid for. Luckily AMEX will and PayPal will take care of these people.

Echo many of the reviews below. Registered in early April. Ordered in early May. Monies taken immediately. Had to order other face masks throughout the summer. Am told it will arrive in August and it is now the 24th. I'm getting on a plane in a few days and still no email indicating when the masks will arrive. Every other company seems to have ironed out their supply chain issues in the last two months but clearly Airinum still has not. I'd like a refund. If they'll ever return my emails!