ComplaintsforOrthofeet

Orthopedic Shoes

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Initial Complaint
05/27/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered shoes and prepaid for them. They were delivered, but the instructions to their shipper was to leave them at the back door. They were left on the front porch and full visibility while I was not home. They were stolen. I have video. Orthofeet states. Unfortunately, we are not responsible for stolen packages as we shipped to the address provided on the order. At this time there is no further action that can be taken, ***** states that when vendor ships via smart post the seller needs to file the stolen package complaint. Ortho feet is unwilling to help the customer. I would like them to file the complaint so that I may receive a refund or to ship another pair of the same shoe. Either is fine.
Business response
05/28/2024
Our sincerest apologies but we are not responsible for stolen packages that are delivered as addressed. You may want to reachout to your homeowners as well as file a police report

Thank you
Orthofeet Customer Service
Customer response
05/28/2024

Complaint: 21766427

I am rejecting this response because: ***** says Orthofeet must file a complaint and they clearly refuse to act on behalf of a paying customer.

Regards,

*************************
Business response
05/31/2024
We are again very sorry for your circumstances, we are not able to file a ***** claim for stolen packages for a Ground package, we apologize if you were given incorrect information .
Orthofeet Customer Service
Customer response
06/07/2024

Complaint: 21766427

I am rejecting this response because if they say they send via ***** and it is delivered via **** and directions are not followed to deliver to back door resulting in not receiving the product, they should resend the product. Ive learned my ******* I will not buy from this company and no longer recommend them.

Regards,

*************************
Business response
06/10/2024
We apologize for any confusion, The package ships **************** which is handed off to the **** for final delivery.
Thank you
Orthofeet Customer Service
Customer response
06/10/2024

Complaint: 21766427

I am rejecting this response because: Had I known that the delivery which could be anytime over the period of a week or more, would be delivered wherever by the US *************** and not following my specific instructions to ***** and that I wasnt backed by the ***** guarantee, I would not have placed the order. This is not a customer friendly company. With Amazon I know how, when and where my order will be delivered. This is very far from that. Clearly, the company doesnt wish to make it right. My complaint stands, but you may close it since theres not much I can do about a company in ********** other than not make them the same mistake twice.

*************************
Initial Complaint
05/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Charge your card. Create a shipping label. then SLOW / NO SHIP. They say ships in two days. When contacted 7 days later and shown no movement of the shipment they just say sorry tell you to wait. wait wait wait. Nothing we can do. wait wait wait.
Business response
05/10/2024
Thank you for writing, we are terribly sorry about the delays with the USPS delivery of you package. We have escalated this issue to the USPS and they are monitoring and working with us to resolve. We are committed ot making sure you receive your items, and if we do not see movement we will certainly send a replacement or offer a refund , whichever you prefer.

Again our sincerest apologies for the delay
Orthofeet Customer service
Initial Complaint
04/18/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 03/17/2024 I placed ORDER #******* that was delivered on 03/21/2024. On 03/19/2024 I placed ORDER #******* that was delivered on 03/23/2024. On 03/24/2024, I decided to return 1 item in each of these 2 orders : order #******* 1 item Kita-8-gray $124.95, order #******* 1 item Tilos-xwide-13-gray $134.95. I followed the companys return instructions, submitted the return notification on their website and received confirmation of the return notification on 03/24/2024. I mailed the items back in 1 box via **** Priority & tracked shipment receipt by the company via **** on 03/29/2024. To date, I havent received return confirmation or refund from the company, and my contacting them by email between 04/06-10/2024 & by phone on 04/15/2024 was met by resistance & insisting on needing my **** tracking number to find my return in their warehouse/receiving ***** Unfortunately, I accidentally disposed of my **** receipt/tracking #, but I did verify on **** tracking site that the box was delivered on 03/29/2024. My tracking # has no bearing on the companys finding my returned items and processing my refund when I know that **** confirmed delivery. My returned items were unworn, originally pkgd., re-sale-ready, clearly documented w/copies of the companys return notification forms, & w/i companys return timeframe. I request my due refund for the 2 properly returned, documented, & confirmed delivered to company items; refund of original items purchase price, less military discount, plus taxes. I have purchased 10 pairs of shoes (-$1000) from the company between 2022-2024. This poor customer service and difficultly on the only occasion where I have returned products is frustrating, disappointing, and ensures I will never purchase from this company again. A poor decision to lose a previously satisfied, multiple repeat customer.
Business response
04/19/2024
We sincerely apologize for the delay and do see that both items were refunded to your account yesterday. We do value your business and if there is anything else we can do please reach us at ************
We appreciate your business and hope you will visit us again
OrthoFeet Customer Service
Customer response
04/20/2024

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.
Thank you, BBB and Orthofeet.

Regards,

***************************
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So Ive been seeing Dr. ********** for my feet regarding a severe pain in the heel and for more than three years and then the last since November till now she recommended to order the shoes the doctor and I did I was and now advice that that would make a Difference Shoe and they took a print of my foot, well, I got the shoe. It was the wrong side. I didnt realize it didnt have an insult. The insult was the print that they evidently took. I didnt know it didnt have the insult and then the doctor pointed out or you dont have an insult what happened? I said I dont know. I didnt even know I needed the Ins so that I told Ins so was this one she said no its Ins so they make for the print of your foot then I inquired about why I didnt get it well I already paid $137 for the shoe and the shoes were very uncomfortable and too big too large so I send them back again. I got another pair of shoes that was a smaller size without any so and they said well you have to pay out-of-pocket $500 I said $500 why cause thats what it causes so I have a shoe now that doesnt have an in so that hurts my feet and they wont take it back , so I talked to the company and they said you have to go to your doctor and the doctor said were not taking your shoe back .
Business response
04/15/2024
We apologize for the difficult situation, this concern needs to be resolved with your physicians office directly . You may also reach out to ******** if you are dissatisfied. We hope you find resolution to the issue you are having.
Thank you
Orthofeet Customer Service
Initial Complaint
03/25/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered 2 pairs of shoes on March 12, order #*******. The order shipped on March 13. The tracking information stated that the order was to arrive o March 18. The order did not.I contacted Orthofeet on March 19. I spoke with *******. Not only was she rude and combative, she implied that I had lied about the original date that the package was due to arrive. I filed a complaint regarding her with Orthofeet that same day.On March 20, ********* emailed apologizing for the order delay and stated that they had started an investigation. I replied requesting a refund as I am in need of new shoes.I received another email stating that it coukd be another 72 hours.It is now March 25. I have no shoes, no refund, and when I called Orthofeet today, the supervisor was not available. I cannot purchase new shoes until my money is returned. These are work shoes.
Business response
03/27/2024
This order has been fully refunded 3/26. Customer may still recieve items, pending **** investigation in process
Customer response
03/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
The refund alert was sent to my phone shortly after filing the complaint. Thank you.

Regards,

***********************
Initial Complaint
02/07/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 1/27/24 I placed an order online with Orthofeet for a pair of shoes at a cost of $101.60. I received emails thanking me for the order and over the next couple of days began calling the company to find out why I could not see the tracking or a number to call for the tracking. On Sunday, I received email stating the shoes were delivered. I could not find them on my enclosed porch and began trying to track the shipment. Eventually, I decided to check with the person who had purchased my house 5 years prior. I was unable to contact by phone and drove some 9 miles to her home to physically check if the package was there. I left a note on the door letting her know the shipment of shoes could be there or heading her way and to call me so I could retrieve the merchandise. In the late morning of 2/5, the new owner of my house called me and she confirmed the package was left. I drove again to the residence and secured my merchandise. On 2/5/2024 I called Orthofeet CS and was told it was not their fault and that I should have erased my old address of 5 years ago. I have ordered online some weeks 2-4 times with different companies and products and NONE have used my 5 year old address for shipping. I asked my call to be escalated to management and received a call from ###-###-#### who identified herself as a manager and she reiterated the stance of the company and stated there was some sort of program that needed to be changed and said she could do it on her end to erase the old address. Each email and call are documented and photographed All show the company received the order and accepted the order filled the order and shipped the order, without mention of the address it was going to. All of the business I have done online has a default address as the home address. The shipping address is only entered if the shipping address and the home address are different. For the time and mileage to obtain my merchandise I ask the company reimburse me $45.00.
Business response
02/08/2024
Customer order was placed on our website using address at ******* ** with a billing address of ********** ******. As this was customers first order we had no order history or addresses on file, so could not have populated incorrect information into the order.. The incorrect address was provided to Orthofeet via the customer using the Shop Pay app which most likely had both current and previous information. Customer was able to retrieve package satisfactorily..
Customer response
02/08/2024

Complaint: ********

I am rejecting this response because: I ordered the shoes from Ortho Feet. I would have no way of a third party of Orthofeet uses had a previous address of mine or that they were involved with this transaction. The $45 dollars will NOT make me whole, and the comment from Orthofeet of "he got the shoes" shows little concern about the consumer by this company. The information Orthofeet used was from Orthofeet. NOT supplied by me. As I sated previously, no one in 5 years has used my old address and I order online 2-4 times a week. Orthofeet has the duty of securing correct information for internet orders, not the consumer.

Regards,
**** *******
Business response
02/12/2024
We are very sorry for the misunderstanding, however Orthofeet was supplied with the shipping address as it is recorded on file by the consumer . We do not have any previous history with the buyer and had no stored information for this order. The address on file was supplied by the consumer, most likely thru a Shop pay app or similar app.
The consumer was provided an order verification prior to check out as well as an order confirmation immediately upon purchase for verification
Initial Complaint
10/28/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In August of 2023 I ordered a pair of shoes for my domestic partner. He tried wearing them but they hurt his baby toe on right foot so we returned them in Sept 2023. Orthofeet CLAIMS they never received them and unless I have a tracking number they cannot refund my $119 and some cents. I do not have tracking #. Have never run across this bulls**t excuse in all the years I've ordered online. Seems to be a rip off to me. Take my money AND keep the shoes.
Business response
10/30/2023
We are very sorry that you are dissatisfied with our service. We do not find any return request processed thru our system and to date have not received the shoes. We provide Free return labels for all of our returns and are happy to accept returned shoes for refund within 60 days of purchase.
As a courtesy will will process this return request, although we have not received the goods back for a return within our policy nor has tracking been provided.

Thank you
Orthofeet Customer service
Initial Complaint
09/23/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sept 23 2023 order number #******* I accidentally purchased shoes on the orthofeet website as I was browsing.I contacted the business multiple times by phone and email.No response.I was trying to return them before they fulfill my order that I don't need.Please help get my refund back
Business response
09/26/2023
Thank you for writing, we do see that your order has been fully refunded

Orthofeet Customer Service
Initial Complaint
07/27/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I spoke with CSR on 7/25 to see if I could get a credit or refund for a purchase for shoes purchased for dad. The return policy is 60 days. Purchase date was 5/13/23. They were received on 5/17/23 and my dad passed away on 7/8/23. He was 87 years. The CSR told me to send email explaining the situation and request an exception. I received a reply back denying my request as it was past the 60 days. I originally requested an account credit if I could not get a refund, and I was led to believe there would not be any issue and should receive a refund once reviewed.
Business response
07/28/2023
Thank you for writing to let us know of your concern. The photos received of the item indicated that they were worn, and this was the reason for the rejection. As a courtesy we have issued a refund for the order. Please feel free to donate the shoes to a local charity.
Orthofeet Customer Service
Customer response
07/30/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
While I appreciate the resolution, I am concerned about the statement that the refund was rejected due to wear. The published company policy states:
Test our products Risk Free for up to 60 days (from date of purchase), and if you are not completely satisfied return them for a full refund.
If this is not the policy it should be removed from the website.
Thank you for reviewing this.

Regards,
***** *******
Initial Complaint
07/07/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In June 2023, I ordered a pair of sandals from Orthofeet. I did not set up an account and ordered directly, as a "guest", as most other sites call similar transactions. After a while I did not receive any email confirmation or shipping notice, so I called them. I was told that the order was shipped to an address different than mine in my community. Orthofeet said that the address it was sent to was something I typed in, and also said that the email I provided was different than my actual email. I've lived at my current address all my life and I've had my email address for over 30 years, so I know them both well. Not to mention that most fields are automatically populated. To resolve the issue, I was given a ***** tracking number and told to contact them or go to the incorrect address and ask them for the package. The ***** response was, well that's where we were told to deliver the package. I am not going to drive halfway across the community to ask if someone accidentally receive a package that Ortho had delivered to them. When you go to the Orthofeet website there is no way to track what they have in their system and the chatbot is totally useless. We want the shoes delivered to the right address or a refund. According to the customer service rep I spoke to the order # is *******.
Business response
07/19/2023
Good Morning, we are sorry for your experience with your order. The address and email provided on the original order was ************ and shipping address ****************. We do not autofill address or email information and have corrected your information based on your conversation with our **************** team. We will be happy to provide you with a refund for the order, please check your email for the refund confirmation
Thank you
Orthofeet ****************

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