ComplaintsforImplus Footcare, LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased this company's "heavy-duty" cleats for use in icy environments. However after about the sixth use - where each prior use was no more than an hour - the strap on the right cleat came undone rendering the cleat unwearable when I was already a mile into an icy hike. The official product name is: "STABILicers Maxx 2 Heavy-Duty Traction Cleats for Job Safety in Ice and Snow", however, I was put in a rather unsafe situation being deep into a winter hike with my only means of traction significantly hampered. The product description asserts that it is "built to stand up to hard use" but this incident occurred only after about 6 hours of use. There are many reviews on Amazon.com that describe this same situation where the straps are poorly fastened to the rubber sole and have broken off because the company is using a rather weak heat-binding process. One review is even from a firefighter that requires such cleats for their actual job ************* inquiries to the company were largely ignored as I only received a response to my initial email that they would not refund or replace the cleats. Given the faultiness of the product, I seek a full refund and would like to warn others about this product as this issue could lead to significant injury - contrary to the "job safety" that the product espouses.P.S. I uploaded pictures and they appear to be attached, but the website said there was an error. If they don't show up, I am happy to send them over manually

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a little hotties boot dryer from my local ******* Less than a year later the unit does not produce heat, only cold air. I reached out to implus who owns this brand. They have indicated that they sent this to their ******** office but no one has followed up with me. I am seeking a warranty replacement.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to a website called Sof Sole I had a few questions about some products that they sell I emailed Sof Sole on the Sof Sole website twice a few months ago and did not get a response. I emailed Sof Sole again on 5/7/2023 and still no response. Here is the headquaters of Sof Sole Implus LLC **** **************************************, ******, ** *****

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered four pair of orthotics from them try two of them and they didn't work sent the other two back per their instructions they've been telling me for almost a month that my refund has been sent to my original form of payment I have not seen the refund contacted my bank to make sure that the refund was sent there is no evidence or anything showing that the company has sent a refund for returned I sent back to them I have been trying to correspond with them since March 11th with no results

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's simple; I went to return at Shoe Carnival where purchased, was told to return to manufacturer and given address to do so. Included copy of receipt as instructed...to date...still no refund nor any contact or correspondence. I want my refund!

  Business response

  03/07/2023

  Our apologies,  This return was not delivered to the correct location in our office.  We will process a refund request based on the information and receipt provided and have our accounting department send it out in their next batch.  The refund will be for the cost of the orthotic insoles 29.99.  Again our apologies for the delay.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered socks from Balega.com on 11/25/22. Order #**********. Total $76.81. The socks were delivered, but I decided to return them, fully unopened in brand-new condition. I followed the company’s return process and mailed the items back to them. The items were tracked by **** and delivered to Implus, LLC on December 19th. The company has not issued a refund and has not answered any of my emails detailing the issue. I have provided them with the tracking information, order information, and processed the refund request from my online order. I even printed the special form they asked me to include inside the package. The company will not respond. They do not have a phone number listed for customer support. They ask you to email ****************. I have verification of these email messages. Can you please assist me in getting my refund from this company for the items I returned in perfect condition?

  Business response

  01/11/2023

  Ms. ******* refund was issued.  This has been resolved. 

  Customer response

  01/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contact the company for Suede & Nubuck cleaner (Implus Footcare) to let them know that their product damage my shoe, since I did not want to put this product on my other shoe. I explained to them that my shoes were very expensive and they needed to do something about this. They told me to mail the product, receipt and my shoes to them and from my understanding I was going to get reimbursed. That was not the case they took weeks with my shoes just to let me know they were only going to pay for product I purchase from WSS but not for my shoes. My shoes were not easy to get and I had to pay a lot of money for them, since they are the Air Jordan 4 Retro University Blue, I take care of all my shoes since I do pay a lot of money for them. I feel like I got scammed by buying their dumb product that has destroyed and lost the value on my shoes by using their product. To me this is consider false advertisement of the shoe cleaner and making me send my shoes and pay shipping, which I thought they were going to reimburse me for the damage their product did to my shoe. I want my money back for everything my shoes and for the shipping them to their company, they need to pay this or replacing the same exact shoes that I purchased.

  Business response

  10/11/2022

  We meticulously reviewed Mr. ****** shoes and determined there was no definitive way our product could have caused the "damage".  We returned his shoes per his request.  We will not offer a refund of any capacity.

  Customer response

  10/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  They wasted months of my time and held my shoes for longer than they should’ve.When i asked for updates on what was going on with my shoes they took weeks to reply.Not only that but i wasted money on shipping and didn’t get reimbursed and they didn’t even refund for their shoe cleaner which they were supposed to.
  Sincerely,

  
  
  ******* ****

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed an order through balega.com and received a false / malformed tracking number. The item was never received. I contacted their support department twice and received no response after over a week. This company is operating an illegal online scam and never shipping user orders.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 29, 2021 I placed a order for 4 pair of socks totalling $60. I received a confirmation and a customer order number of ***********. On December 3, I received an email stating that it shipped with a sales order number of **********. It is December 17 and I have not received the package. When you call them it says they are open EST 8:30 - 5:00, but then you receive a recording stating they are closed. Yesterday I did get ahold of someonew and they claimed they would just ship out new product to me and I would receive a confirmation. That didn't happen either. Someone owes me money. Is ths company a scam?

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/20) */ Ms. ******* received her order number for the new order Friday December 17th at 5:14pm via email. Order number ********** If both packages are received Ms. ******* can keep both as an apology on our behalf for the delay. While we do try our best to ensure products are packaged, shipped and delivered in a timely manner unfortunately things can happen in a variety of steps from the warehouse to the carrier responsible for the shipment. We truly understand Ms. ******** frustration and hope the new orders arrives without further delay.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pairs of ****** socks - one on May 1, 2021 and the other on January 1, 2021 - from ******. Both pairs were seldomly worn (less than ten times) and yet both have already separated at the seams by the toes. I have 5 pairs of ****** socks and three have already separated from the seams, yet the other two have not. This same thing happened to another pair, which ****** replaced earlier in late September/early October. ******, which is owned by Implus Footcare LLC, indicates on their website: "****** offers a one-year warranty on all of our products against manufacturer's defects." On October 26th, I filed two cases with ****** for replacement pair of socks, sine the socks both showed manufacturer defects, as they had already split at the seams (****** reviews show many other customers with the same defect in the same area after a few uses). On October 28th, I received an email from a ****** representative, who indicated this was "normal wear and tear." I find it very difficult to believe that this is normal wear and tear for socks that were worn less than 10-15 times, given the amount of use, the fact that these were purchased this year, along with the numerous reviews on ****** that show many other customers with the same manufacturer defect. Furthermore, these socks are less than a year old, already have a hole, ripped from the seams, used less than 10-15 times, yet other pairs I purchased over a year ago from ****** are still completely intact and were worn over 100 times over. After replying back to the email, ****** never once reached out and additionally, they never even emailed me about the second claim. I am significantly disappointed by this lack of customer care (I have several pairs of ******s, have continued to endorse/recommend them to fellow runners), along with the fact they are not honoring the warranty they set. I am requesting for them to honor their warranty - a full refund or replacements.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/10) */ The customers complaint of a manufacturer defect is inconsistent with the photo proof that was provided. The "damage" is directly where the toes are located not near any seam that would indicate unraveling due to incorrect stitching. Our internal findings are accurate as the damage is normal wear and tear due to the customer being a avid runner. As this has been determined to not a be a manufacturer's defect we will not be offering a refund/replacement. Reference customer internal cases: Case #***** Case #***** Case #***** Consumer Response /* (3000, 7, 2021/11/10) */ As indicated in my initial complaint, both socks were purchased in this year - 2021 (one in January, the other in May) and were worn less than 10-15 uses, already resulting in holes (this is not a case of overuse or being an avid runner as indicated by Implus' response - those are unsubstantiated claims and evidently, Implus did not clearly read my complaint). This is 100% a manufacturer's defect - if it wasn't defective, there would not be a hole after 10-15 uses. To create such a significantly subjective condition that a "manufacturer's defect" only falls under stitching is such a malicious thing to do because evidently the material of the sock is defective, if it creates a hole with such minimal use. A pair of socks that cost $17 should not have a hole after less than 10-15 uses - that's ridiculous to assume that this is normal wear and tear. If you check on ******, there are a plethora of reviews from other unsatisfied customers showing the same type of holes from a couple of uses, yet Implus is stating this is normal wear and tear? I will not accept this rationale from Implus, and I do not believe it is one bit rational for this to be happening. Business Response /* (4000, 9, 2021/11/11) */ We are sorry that the response is not acceptable, however the images provided do not indicate a manufacturers defect. Based on that information we have made the decision to not provide a refund/replacement as the images provided show normal wear and tear.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩