Respro® Reviews 110

Their customer support helped me choose the right size for the mask, and they were right on the mark. The Techno Plus mask fits perfectly and provides a good seal around the face. It is comfortable and the valves help prevent moisture from building up within the mask.
Shipping was quick and painless, took about a week to arrive which is not bad considering the pandemic is in full swing. I will definitely order from Respro again!

I wanted to say thanks for the brilliant masks, I can't go running without one, my asthma and hay fever makes it unbearable. It's been a real life saver over the past few years, especially now in lockdown

I am very often the first to complain of poor service however I would like to flag up what I believe to be excellent service from someone in your organisation.
I placed an order this morning and didn't get an opportunity (as far as I am aware to stipulate colour) but also wanted delivery as soon as possible as it is for a teacher who is struggling to teach due to cleaning product fumes as a result of a heightened cleaning regime
I emailed logistics and received a response changing the colour to white as required and saying that they would endeavour to get it out for delivery on Friday to resolve this staff member's plight.
I would like to say how impressed I was with your service and would certainly look to use your organisation again shown the need arise.
Excellent inter-personal and customer services skills displayed by your staff

My partner and I purchased an FB-1 mask and an Ultra Light mask. We followed respro's sizing guide, but both models slide down the bridge of the nose and squeezes your nose so you have to breathe through your mouth. Without repositioning, I assume the masks would have slid all the way off the nose. Despite trying to tighten or loosen the strap, our masks slide from our faces while walking.
We purchases the product to avoid covid-19 virus and yet we had to repeatedly adjust our masks, touching our faces to do so. Respro states that it does not accept returns unless there is a manufacturing defect, so I guess we can't return them either.

This has been for me one of the worst customer experiences ever. I could go into the details but a summary is as follows
- Ordered mask and provided sizing info (11 Aug)
- received no response on sizing (despite 48hr turnaround expectation) and so emailed 17th and 20th Aug
- received email 21st saying they emailed on 13th (not received) and asking for more biometric info. Sent info same day.
- chaser emails sent 25th, 26th and 27th
- response on 28th saying bio info incorrect and to send a photo. Photo sent same day
- no further response received
- further email sent 6 September with complaint about responsiveness and customer service
- 10th Sept receive email which:
States they have emailed me 8 times and blames hotmail (I.e. part of Microsoft) as an email service for messages not being received (I only received 4 excluding this one)
Confirms that ‘we are still here talking to you and you are not the only one on the planet’
Threatens legal action if I make any public statements that are libellous

So basically, a month later I’m no closer no confirming my sizing, Respro appear to have no interest in an apology or resolving my query and have threatened me if I write a negative review...

It would have been nice to be able to focus on the actual product but I really should have taken note of the reviews here and kept away. I know that given the current crisis people are focussed on getting masks which has probably led to a surge in orders for this company but the level of customer service from Harrison and Respro has, for me, been terrible.

UPDATE 14.09.20 - what a surprise, it’s all my fault and also Microsoft and their terrible email client (that’s been working fine for every other company that’s emailed me for the last 20 years)..... wonder what is more likely to be true, me not checking my junk mail or the rest of the reviews on this site which all have the same theme of rudeness and an inability for Respro to take responsibility for their poor service

It’s very nice of Respro to respond on Trustpilot but not directly to my emails, just goes to show exactly what kind of business they are.

Disgraceful customer service - AVOID!

I had trouble getting my mask to fit. It seems well made, but the way it fastens behind your neck means it tends to slip down & put a lot of pressure on the nose.
I emailed customer service about it & right away their email back was aggressive accusing me of not confirming the size. I had already confirmed the size with them, so I pointed that out - NO Reply.

I persisted & emailed again asking for help. Then they emailed back angrily saying I used a different email 2 months ago when I confirmed the size & so it was my own fault they couldn't find my measurements.

I had sent some images of the mask fit, NO reply.
I waited another week before asking again, they said they cant use Google Drive links. hmmm? what?

ok, so I sent the images again & then NO reply - that was it. Never heard from them again.
So basically very rude & zero help or advice.

Mask was defective and did not seal properly, so far was leaking in to my eyes with every breath, a replacement shell was sent to me with a metal nose clip, stating this would fix the issue, however it has not and despite me requesting a refund for a defective product, Harrison from the company, began to be confrontational and blunt, refusing a refund and stating the fault is my own for not fitting it correctly, when I spent a half hour trying to get it to seal, the fact is it does not seal to my face and I still get air leakage in to my eyes, which is very uncomfortable.
Shocking customer service and refusal of my consumer rights to a refund, I will take this up with my card issuer as respro are shocking to deal with.
I'll await the response to this review, which will no doubt push the blame on me

For a first time buyer one needs to contact Respro with measurements for sizing. Well guess what? They never get back. Don’t know how they are managing any sales at all.

Respro, I always thought after buying from them for over 4 years were a very reputable company. However, I recently purchased a replacement filter which I thought was the cinqro, yet when it arrived they had sent the allergy filter which, when I contacted them they claimed was the same product so it didn't matter. After numerous back and forth emails telling them, that if they are the same product they shouldn't be advertising them as two different filters, for them to then change their stance and say they are two different products, but still ignore my repeated requests to return the allergy filter in return for the cinqro filter. Their customer service is appalling and it's a super shame as the mask themselves are really good. However unfortunately I will be looking for another supplier in future as you can't conduct a company with complete disregard for your customers and expect people to just take it. What a disappointment

Order was received quickly. Manufacturing quality is high, both for filter and mask. When I first tried it on the fit was bad and it didn't seal at the chin, however the mask needed to be broken in not unlike shoes, after an hour or so of wearing the material loosened up and fit nicely to the face (I dont know why the company doesn't tell people to do this as standard). The filter is very close to the face which makes it harder to wear, so one star lost for that, I will be purchasing the proseal which people have said moves the filter away from the face. It does squeeze my nose so I have to breathe through my mouth, hopefully the proseal helps with that. I did notice a pressure point in the nose when I first put it on but that was because I was putting it on tight to try and seal it which wasn't necessary once the mask was broken in. I love that all filters are interchangeable and the build of the filters are just as hugh quality as the mask build.

Terrible customer service — DO NOT USE - profiteering on consumer fears over Covid19.
I ordered 6 masks in May 2020 to protect my family at the height of the Covid 19 crisis. They were advertised in the Independent so I assumed they were endorsed and a premium product.

I paid in excess of four hundred pounds but felt this was a worthwhile investment to safeguard my family’s health.

However 3 months later despite numerous attempts to resolve this matter I have a box full of expensive ill fitting unsuitable masks.

I have asked to return the products however the AWFUL customer service representatives have advised me that all items which are returned not in their sealed bags will be destroyed - however we did not receive them in sealed bags in the first place so appear to be placing at risk our four hundred pound order since they were NOT delivered in a sealed bag.

Furthermore there is no phone number to speak to anyone to discuss this and you are left at the mercy of their erratic irresponsive customer service team.

DO NOT USE - Robert Dyas have an equally effective product at a fraction of the cost

*** NB As you can see from the catalogue of other reviews they only acknowledge good reviews and no one ever responds to the negative reviews - this should tell you everything you need to know about their attitude towards their customers***
*UPDATE* 27/8/2020. Still no response from Respro. Regrettably will have to take advice from the Citizens Advice Bureau in terms of what legal recourse is appropriate.
*UPDATE* # 2 - 7th September 2020.
Contrary to the below response - Respro have advised my wife they will destroy the masks if they are returned with broken seals - but we have not been sent or provided with masks with seals. However if this is not the case and we are mistaken please confirm that the returned items will not destroyed and that a full refund will be provided upon receipt of the goods. Thanks

I ordered replacement filters for my mask in June, but they never arrived. I waited a while, because their website does say to expect covid delays. Eventually I emailed to ask whether something had gone wrong. The company claimed a delivery had been attempted and sent me a reference number. I'd never received a "sorry we missed you" card and the reference number went nowhere. The customer service agent said they would check with Royal Mail to see what happened to the parcel. Now it's been delivered back to them, Respro are blaming me for this and have given me two options: either pay them £5 for redelivery (and "confirm my address" as they are obviously blaming me for their own courier's failure to deliver) or pay £5.74 out of any refund they give me (some sort of 25% "restock fee"). Frankly, I find this incredibly insulting. I've never heard of a company charging a customer for redelivery unless a wrong address had been supplied by the customer (it wasn't). How do I even know they tried to deliver the package? The reference number they gave me went nowhere. I love my Respro mask, but I think I'll have to get a different one so I don't have to deal with this company again. I'm glad I bought with Paypal, as I fully intend on getting a full refund through them, seeing as Respro apparently have no respect for their customers.

i have bought 1)techno medium and large,2)the allergy mask,3)the black street mask,i bought them for me and my family ,none of them fit properly .The Velcro at the back stick to hair my daughter hated wearing it ,my wife says it drops down forcing to touch her face .The street mask when put it on i found it to be better than the rest but top part scratches your bottom eye lid and when you are heavy breathing you can smell the inside material the white material almost comes out,made me cough .spend lot of money on this masks getting them in different sizes thinking it will solve the problem did not,looks cool but not practical.

I have been using Respro masks for decades. MANY masks later, I am seeing the whole world wearing masks and I'm thinking that I finally fit in!! The Pro Seal that I purchased recently is fantastic and should be included with every mask. Yes, it really improves the seal and especially the comfort. If you're an avid cyclist like me, order the Sportsta model, Powa Elite valves, Pro-Seal and Techno filters. I never get sinus infections anymore when using this combo. I live in Los Angeles, California, USA where the air is quite thick with urban pollution. Yes, the mask is hard to wear for every minute of a ride but it makes a huge difference! One other tip, remove the filter and rinse the neoprene shell after every sweaty ride and the mask will last much longer. Your body salts eat the neoprene!!
The company has always been responsive to my emails over the years so, I am surprised to see the complaints! Either way, these masks are amazing and I will use them for life!! A happy customer!

I am disappointed with my new Respro mask it's uncomfortable and doesn't seal well.
Having looked around the internet for an anti-pollution mask I came across Respro the product looked good quality and would meet my needs I decided Respro was for me, as sizing is important I carefully checked my sizing even watched a sizing video that Respro handily provides to ensure I was taking my measurements correctly and emailed sizing Respro email address. I quickly got a reply back and being advised I required size XL. However, when the mask arrived first thing I noticed was the mask was quite big also the mask pushes down on your nose bridge making them uncomfortable to wear. The mask also moved around a lot during use making a good seal impossible - rendering it ineffective. I am very disappointed with the outcome, having invested in quality. I'm also disappointed in aftersales support having reached out to Respro three times and Respro not getting back to me speaks volumes about Respro as a company.
Unfortunately with the issues above, I'm not able to recommend Respro masks.

update September 2020
After lots of chasing, I did manage to get some dialogue with the company but the whole experience has left me with a negative impression. it could be that they were overwhelmed with demand during a time when masks were in short supply globally and this impacted on service and support.
it may be beneficial if repro had a phone number on their website so people could get in touch as email not always the best method of answering pre/post-sales questions.

I really appreciate Respro's customer service and great reliable products!

I've ordered a couple of masks and several Cinqro filters before and during the Covid19 pandemic. If you're from the US, be patient on receiving your order. It will be worth it!

A company since 1993 speaks for itself. Since the pandemic they had to make changes to their site due to regulations, but I believe limiting the number of orders has also helped keep the integrity of their products. I hope their quality stays the same with the high demand.

Just bought respro ultra light mask perfect fit, replacement for techno mask, however the plastic nose clip is not adjustable, this is a problem as the low slung strap pulls down on the mask so when lifting the head up and down feels like the mask is slipping as there is nothing at the top of the nose to stop it, no idea why they started using plastic instead of metal?

Have bought three masks which are questionable in their effectiveness.I bought two different sizes and the staining on the filter indicates they on neither size does it make an effective seal as the dirt collects around the edge of the inside rather than on the outside.
The rubber nose seal is a set shape And cannot be moulds to the shape of the nose like the older masks.
The most annoying thing is that having ordered filters months ago, Respro are not supplying their distributors or Offering any explanation as to why which makes the three masks I have bought an expensive dead end.
Seem to treat their customers with contempt.

I bought the Cinqro Mask and filters and had some trouble using them, with a hurting nose bridge and general uncomfortable to wear.

I wrote to support and they asked for pictures and aided to find the cause of the issue. Please note they are not doing copy and paste support here, so it might take a while for them to respond, if you need a support to stand guard for your personal needs, you need to get your head checked, seriously.

This is what I wrote to them after all things done:

"it is quite remarkable that placing the mask right between the eyes makes such a difference. It works very well even without the notch inverted! The sliding down is gone and thus my nose bridge isn't swollen and hurting anymore and I could even ease the tension of the backstrap making it even more comfortable now. I am very happy with the mask and will get an additional ultralight sleeve soon.."

As you can see, it is most likely a little thing that makes a difference. The Cinqro mask definetely makes a big difference to me in daily use.

Thanks for the support!

I will first start this review by stating that my bf has bought a mask from this company in January 2017 and besides the pressure it puts on his nose he loves it and still wears it to this day.
Going off how much he likes the mask, and with recent events, I decided it was time to finally buy one. They are VERY expensive which is why I put it off for so long. May 4th I waited in queue for an hour to be able to purchase a mask and some filters for my bf. The total was around $130 which is insane, but this mask is supposed to last for a long time. It was shipped thru DHL but for some reason was transferred to USPS in a different state, that I did not receive a tracking # for. On the 11th, it was delivered to my mailbox but it was NOT THERE. I did not want to accuse any of my neighbors of stealing yet so I called both DHL and USPS to figure out if there was a mistake in the delivery. I went to the USPS office and they showed me on the GPS tracking that my package was delivered in my mailbox. My package was STOLEN out of my mailbox!!!
On the 13th I emailed Respro with all of the information that I had, every tracking number I had and told them that my package had been stolen and I needed to request a replacement OR a refund. RADIO SILENCE. After an update email, I was told by a "Harrison" that I would be forwarded to a "dispatch manager" at DHL. On the 21st I was told that I had an "ongoing claim" and that an "outcome" needed to be decided..I have NO CLUE why there needed to be a claim, or why there needed to be an outcome.. on the 26th I ONCE AGAIN asked for an update, where they replied (2 days later mind you) they would get back ASAP. *SPOILER ALERT* They did not.
"Maybe they're coordinating with DHL or USPS to see why it wasn't delivered to my door"..I was telling myself anything to convince they were actually doing anything to help me.
June 3rd I asked yet again for any updates. I surprisingly got an email the same day. They requested that I send CCTV footage of someone actually stealing my package out of my mailbox, as that would "speed up" the claim and make sure it was "successful". Never in my life have I heard of a company demanding proof that a package was stolen to ensure a replacement. W...T..F. I explained to them, that I live out in the country and such things are not feasible.
June 10th I got a response saying that my "claim" was denied because DHL and USPS told them the package was delivered correctly which is WRONG. DHL is SUPPOSED to deliver to the DOOR when people are HOME, which in a previous email Respro even stated that "this was not the case" So they LIED. OBVIOUSLY if the package was delivered correctly, I would not be making this review and I would have my mask and filters! It was a perfect storm, DHL screwed up delivery and someone stole it out of my box.
How Respro treated me during the entire fiasco left a bad taste in my mouth and I will definitely be buying masks elsewhere unless they can properly train CS on how to treat people. I don't know if this is how companies normally handle customers in the UK but if it is I feel sorry for you folks!!

If you buy a mask from this company you better pray to god that it fits correctly and it doesn't get stolen because you will NOT get a refund, and will have to do a chargeback from your bank. BEWARE!

EDIT: I spent a little over $20 on shipping, so no, I did not opt for "free shipping". I never received an email for my USPS tracking number, I had to call DHL and ask them what it was after it was transferred in a different state. As a matter of fact, I emailed YOU guys the USPS tracking number. Also, that has nothing to do with anything that I said. You basically just admitted to me that once you have my money and you ship the product, you want nothing to do with the customer after the fact. And based on how your CS has treated other customers, and how you have replied to me, that is confirmed. Your product is good, but everything else needs work. Do not lie and try to twist facts to defend yourself. That is not only immature, it is unprofessional. Apologize and promise to do better, and DO better.