Hamilton R.

So far, so good. Search feature works well.

On a family visit away from home, I ordered four masks plus two 5-packs of replacement filters on May 14, assuming that the quoted shipping time of 1-2 weeks would get them to me before I returned home June 4. When I advised BNL on the same day of my June 4 departure, Ian kindly replied that he had "processed [my] order through expedited shipping." On May 31 BNL notified me that the filters and two of the masks had been shipped, and the next dayJune 1I received shipping notice for the other two masks. At this point it was obvious that I wouldn't have the masks for my trip home, but presumably the forwarding order I'd filed with the USPS would get them to me eventually.

On June 10 I received notices from BNL that both packages (both described as "the last items in your order") had been delivered, and indeed the USPS did deliver the package containing the filters and two of the masks. In contrast to many reviewers, I have no complaints about the masks, which are quite satisfactory. They're nicely made and fit well. Inserting the filter is a bit of a hassle, but will doubtless become easier with practice.

The problem is the missing package. The delivery notice includes a link labeled
Haven't received your package yet? Let us know
So I did, but BNL responded
Thanks for reaching out! Your last order, #*******, was marked as delivered
To <my away address>. Just a heads up, it often takes 1-2 days from when
A package is marked as delivered to show up at your door. If it's been more
Than a couple of days, I can connect you with an agent who can help
Investigate this issue.

This message has been sent from an automated chatbot. If you have
Any other questions or did not receive the answers you needed, please
Respond to this message with "more help" and a real human agent will
Connect with you as soon as possible.

So I gave it nine more days and emailed BNL again about the missing package on June 19. So far (July 1) BNL has not responded.

My take on this is that BNL means well but are hopelessly unprepared for the pandemic-induced demand for masks. In BNL's defense, it should be noted that the problem could be the fault not of BNL but of the USPS, but if USPS were confused by the fact that BNL had assigned both packages the same tracking number, the blame falls back on BNL.