Airinum Reviews 189

Really great service, clear communication and prompt response. Thank you.

Thank you Shirley Law for the speedy update on my order. I’m at ease knowing it’s all set to go.

I ordered a wrong item. Contacted support and the response was very rapid and efficient. Definitely going to shop more from them!

Customer service was excellent but the product never arrived.

Ordered a mask from Airinum's website and it was shipped via Amazon Logistics. Amazon Logistics deceitfully claimed a delivery was attempted.

A replacement order was promptly dispatched and despite an Amazon order arriving on the day of delivery Amazon Logistics once again claimed no one was home to accept delivery.

Not Airinum's fault and I was refunded very promptly. However, it'll be a cold day in hell before I order from anyone using Amazon Logistics to fulfil their orders.

Fabulous customer service! Prompt, courteous and helpful. Couldn’t be happier with the response.

Got a defective valve on one filter. I notified them and they shipped me another one five hours after the ticket was open

Definitely the most comfortable and safest feeling (from a coverage perspective) mask I've ever worn. The fabric really seals well to your face, but does so remarkably comfortably. I really can wear this all day. Also, their customer service and communication have been excellent.

I ordered 2 lite masks, it got delivered to Malaysia really quickly. However, i realised (after opening 1 package) it was the wrong size (my fault entirely), So i emailed to ask If i could return the 1 unopened package in exchange for a bigger size. Helpdesk was very helpful in guiding me the process of return and exchange, item was picked up from my doorstep within a day and i am now waiting for the delivery of my replacement.

Could not ask for better customer service. Quick international shipping, arrived in one week from order date. Excellent communication with customer support.
I will definitely do business with this company again in the future.

It's a fantastic product that I love and have recommended to all my friends and family. AND it is backed up by brilliant after sales service — I had a faulty filter and the issue was resolved efficiently with professional and timely communication.

*EDIT/UPDATE to Airinum's response (17/02/2022)

I received an email invitation from Airinum to submit a review to their website. I did so and said something similar to what I’ve written here. I noticed that my review was not posted publicly to their site, so I checked in with my customer service rep, Shirley, to inquire as to why. She told me that “we have received a lot of customers reviews and would not be able to post all reviews” (14/02/22). When I asked then why their website link read “See all reviews” if not all reviews were posted, Shirley said, “All reviews will be reviewed if the customer actually needs any help […] After the customer received the help they might have needed the review will be pushed to our site to be public for all to read” (15/02/22). When I asked for further clarification, I was told, “We do not have the capacity to post all reviews we have received” (16/02/22). I suggested this might be disingenuous, especially given that the most recent 10 pages of reviews on their site were all 5-star reviews. They then told me that I had “set my tone” on TrustPilot (the only place I could post a public review), and that my disappointments had been noted.

As of today (17/02/22), I can no longer find the reviews page on their site.

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My experience with Airinum was quite possibly one of the worst customer experiences of my life.

The products are not as advertised. They are of decent quality, but they are not the premium product that is advertised, and their quality does not warrant the inflated price tag. They consist of a flimsy cloth cover over a standard disposable N95 filter.

After many back and forth emails with my rep, I was finally offered two of the more expensive Airinum masks in place of the two Lite masks that I'd initially ordered. I was refused a refund. This indicates that it is cheaper for the company to ship out new products than it is for them to offer customers money back, suggesting that the actual cost of their products is quite low, and their markup is excessive.

Airinum claims that their reply below that their sizing is accurate for the masks. In an email from their support team on 11/01/22, a customer support rep told me "We are giving the best size estimation possible, but we recognize every face shape is unique, and sometimes the size guide is not correct". When I asked how the company expects customers to know that they will fall outside of the size chart without first opening and trying on a mask, I did not receive a response. When I asked why customers should be considered at fault and refused refunds when an item did not fit them due to a company error (i.e. an inaccurate size chart), I did not receive a response. I certainly understand a company not reselling a sanitary item such as a mask, but the company should stand by their products and sizing information, and offer reimbursements to customers who are stuck with products that do not fit due to no fault of their own. It is not a matter of reselling a product; it is a matter of supporting the customer and ensuring they get the product they paid for.

With regards to the customs fees, I believe the company is intentionally vague on this issue in hopes that customers do not ask for credits where credits are due. I was charged about $20 CAD in customs fees on top of the cost of my order. It was not until I found an Airinum response to another customer on a Trust Pilot review (04/30/21), indicating that Airinum would cover the cost of customs fees, and brought this to the attention of my customer service rep, that I was offered a 50% reimbursement. When I asked if this policy was posted publicly somewhere, indicating that a reimbursement would be offered, or that it would only be offered at 50% rather than 100%, I did not receive a reply. I simply had some funds ($10) returned to my PayPal account. I think they're just hoping that customers do not ask for these refunds.

Overall, I am extremely disappointed with this company and its products and would absolutely NOT recommend them to anyone. I tried to explain to my customer service rep that standing by their products and offering customers refunds when products do not work for them due to the company's error(s) would be a better PR strategy than outright refusing reimbursements, but my suggestions seem to have fallen on deaf ears. For that reason, I strongly advise others to avoid Airinum like the plague.

If you are the size of most adult humans I recommend you avoid this product. The largest size they do simply isn't big enough - it doesn't open enough.

As for the service received when trying to resolve this they are shocking. Completely unwilling to read emails properly or solve the issue.

There's lots of alternatives. Avoid Airinum.

I had an issue where I had purchased an Airinum mask at Bloomingdales and within the warranty period, the Velcro on the sides that hold the filter, became to fade. So I contacted Airinum’s customer care and they resolved the problem. They sent me a replacement so I can have this issue fixed. I am now a for ever customer of theirs.

I ordered two masks, one for myself and one for my partner, along with a box of filters for each. Masks are great, comfortable, etc, BUT...if you are in the UK expect a letter from DHL wanting a surprisingly large amount. My order came to £150, and DHL are wanting £42 for Duty - Vat.

Airinum's warehouses are in Estonia and incur high import duties if purchased from the uk. There is no clear on their website so the call for DHL will come as a surprise.

Great product and excellent customer service.

Great product, the fit is great and in line with size chart provided with the product page.

Great Customer Service

I have ordered twice as the masks (lite) are solid, comfortable, and look good. They are comfortable behind the ear and still seal the mouth and nose well. Even my 4yo likes his over the cloth masks he would wear.

The only issue I have had is with the shipper DHL and their duty charges. You place the order and get “free shipping” at a certain dollar amount then DHL comes knocking for import duty. The first time was for $19 so was not happy. I reached out to Airinum and the were nice enough to cover half. On my second order for the exact same quantity of goods DHL charged over $50! I complained directly with DHL and they dropped the charge to $17… below the amount charged on the first order. I advised Airinum of this and they again offered to cover half. Airinum has been good to deal with, the masks are great, but the shipper DHL is a hot mess.

I purchased 2 AIRINUM 2.0 masks for my wife and I. And the product itself is good, the design and the quality is nice. BUT the reason for my 1 star review is that all the airlines that we flew with declined the mask and we were forced to have it exchanged. We flew with American, British, Finnair, Wizzair and Ryanair airlines. All 5 of them declined your mask. I feel misled since nothing was mentioned on your website when I visited your FAQ & Policy page.

The customer service ignored my feedback by recommending me to buy an Urban Air Mask from you. Which doesn't make any sense considering that the previous mask was declined.
I wasted 150euro on masks that I can't travel with. You should mention that information on your website that airlines don't accept your model and that we should bring additional masks.

My wife and I both have stage 4 cancer so proper masking is critical for us. Your product meets our needs. I recently ordered replacement filters. I inadvertently ordered some that were incorrect. When I receive this order, the incorrect box was dented. When I returned it, I left a note attached to the box indicating it was dented when received. The outer cellophane wrapper was never opened. Your response denied the credit, saying it was opened… it never was… it is easy to identify the filters because there is an image of the filters on the outside of the box. It was evident it was incorrect and never opened.