ComplaintsforOrthofeet
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two pairs of women's shoes and I ended up receiving men's shoes. Wrong color/size, I am very disappointed and a bit upset because I really needed the shoes for my new job. My mom is suffering from her feet as well. I was highly looking forward to getting home and see the new shoes. Unfortunately, I received the whole order wrong. It's Friday evening and I'm going to have to wait for next week to call because customer service is open from Monday-Friday. I have ordered from them before and never had any issues, except for the fact that shipping takes a while. I'd like to get what I had ordered. My order number is *******Business response
03/17/2023
We are so very sorry for your experience and out error in shipping you order. We have checked your account and it seems that the resolution and correction has been taken care of/. Please reach out to us directly if you require any additional assistance
Thank you
Initial Complaint
09/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a pair of shoes from Orthofeet.com. They boast free returns. I have emailed twice as well as tried to "live chat" twice on their website to return the shoes. I previously had filled out the return form on the website and did NOT receive the email with the return label in it. I have no way to return the shoes and the company is not responding to any inquiry. My order number is ******* and the total was $113.07. The shoes do not fit & have not been worn except to try on. When I go back to the website there is no option to do anything with the return because it says return initated but they never sent me any email or label to return the shoes. They are not responding to any email so it's very frustrating. I just want them to email me a label to return the shoes but at this point I am afraid if I send them back I will not get a refund since they are not responsive.Business response
09/04/2022
Thank you for writing, we automatically email you a copy of the label when you make the return request, it may have landed in your junk or spam folder, please check. We have also just resent the label as well. if you cannot access please call us at ************ and we will be happy to assist you
Thank you
Initial Complaint
08/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed order number ******* on August 24. Was given a fake tracking number. The **** tracking number I was given was delivered on JUNE 28 to *****. Contacted company via PayPal and email. No response. Chatted with CSR online. I told ***** a response to my previous contact would have been appreciated. He said I just responded to you above. Was told **** recycled tracking numbers. Contacted ****. They DO NOT recycle tracking numbers. Was talked rudely to and LIED to by the **** I want full refund.Business response
09/01/2022
Thank you for your review and our apologies for any confusion and inconvenience. According to our records your package was delivered 8/31 via **** tracking 9461216903200889434795. We are aware this was a recycled tracking number and have been working with **** to resolve successfully
We are sorry you were given incorrect information by ****, regarding the recycled tracking numbers, but made certain that all packages were being delivered as expected. We hope you love your shoes and will visit our store again in the future
Thank you
Orthofeet Customer Service
Initial Complaint
08/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered shoes from Ortho feet, didnt like them paid to return, lost receipt 2 and a half months later they say they never got them , I know this is a falsehoodBusiness response
08/31/2022
Good Morning, as of 8/30 the product has not been scanned back to our facility. In an effort to resolve we have agreed to refund but cannot due to the chargeback issued with the credit card company. We will need to wait for the Chargeback to resolve so that we can have access to the funds for refund. According to bank policy this can take up to 75 days
Thank you
Orthofeet Customer Service
Customer response
08/31/2022
[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.
Regards,
*****************, I acceptCustomer response
09/15/2022
Complaint: 17801325
I am rejecting this response because:
The Charge back was done 2 weeks ago.Ive done everything I can do to get Ortho feet to refund my money sent shoes back on June 22/2022,released funds , still havent gotten my money back, released on 8/30/2022 still no refund
Regards,
*****************Business response
09/16/2022
As of 9/16 the product has still not been received by Orthofeet, we have refunded the monies as a courtesy
Thank you
Initial Complaint
12/14/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Shoes do not fit correctly and they will not help returning product to get my money back. Shoes seem to be defevtive. I paid about $125.00Business response
12/15/2021
Good Morning, Thankyou for writing. Can you provide an order number for us to research please, or let us know where you purchased the item? We do not see an Orthofeet direct order and would like to help you by researching the issue further.
Thankyou
Chris
Orthofeet Customer Service
Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 13, 2021 I placed the order for my husband's shoes with this company. The shoes have completely broken down and are falling apart rendering them useless. I have been trying to reach their customer service department via email for a week to no avail. So now I have been trying to contact them by phone for 24 hours. During that 24 hours I have dealt with several people who all have told me different things. The first person told me to file a return online. When I tried to to that, the system said expired. So I called again and waited on hold to get ****. **** told me the person was incorrect and I needed to send her photos of the shoes, which I did right then. She said she would email me a return authorization. Never received it. So, I called again today and after waiting again I got Vianela on the phone. She said **** hasn't had the time yet to send me the form. So I told Vianela that I wanted to deal with her only, not **** who slacked off. So, Vianela said the pictures I sent to D awn didn't look like their shoes. I assured her they were Orthofeet shoes. She asked to send more photos. SO I TOOK MORE AND RESENT, while insulting to me insinuating I am lying. So new photos are sent and she asks me to hold. After a long time she comes back and says the shoes are out of stock and they could refund the money. I said yes. Please do that. Then Vianela says, let me put you on hold and ask my manager what she thinks. ??????? Are you for real?? So, after more than a few minutes, she comes back and says the manager is busy. Vianela will give her my number and she will call me "when she has the time". I can't believe I have spent days on this issue. I thought Orthofeet was a good company. Obviously I was wrong. I want a refund for these shoes I am unable to wear. They are defective! The customer service department needs to be retrained to help people instead of giving the runaround. It's as if they just hope the customer gives up and moves on. Horrible.Business response
10/27/2021
Good Morning, I sincerely apologize for the delays and confusion around your request for assistance, I am happy to have been able to speak with you yesterday to resolve your issues and concerns. Orthofeet does strive to provide great **************** and stand behind our products, and we apologize for your less than satisfactory experience. We will take the necessary steps to improve training and procedures
Thank you
********* DiLiello
Initial Complaint
10/25/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a pair of shoes on 9/12/2021, and received a approximately on 10/1/2021. They have a 60 day wear test so if you are not completely satisfied you may return the shoes after 60 days for a full refund. I wore the shoes for 1 day, and returned them; they hurt my feet terribly! I printed the return shipping label on 10/5/2021 and dropped them at the post office on 10/7/2021. I still have not received my refund. I have reached out to Orthofeet twice inquiring about my refund, and have not received a response to either inquiry. I would just really like my refund of $111.00 as promised per their website policy. My order number is #******* Thank you, ***************************Business response
10/26/2021
Hi ***** , we are very sorry for the long transit time on your package return, we reviewed your package history and have processed your refund based on the information.
You should have a refund confirmation in your email this morning
We appreciate your business and apologize for the inconvenience
Thank you
Orthofeet Customer Service
Customer response
10/26/2021
[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.
Regards,
***************************Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I did a purchase with this company on 9/28/21 for a $109.38 for a pair of shoes, which was stated on their website ship in 48 hours. That is UNTRUE order took 4 days to ship. I email them on 10/1/21 and they did not respond till 10/5/21 after I received the shoes. The shoes kept sliding up on ankle provided the 2 inserts I used to try to make them fit right. So, I initiated the return on 10/5/21 and printed the label they provided to return the shoes for a refund, mailed out the shoes on 10/6/21. As of 10/20/21 I am still waiting on my refund! They use a slowest of USPS parcel select ground to save money on shipping cost, resulting to you waiting for them to receive the return and then add another 5-7 days refunding? Why is that, wanna keep my money? Contact them 3 days ago, never received a response! I looked up the tracking, it is in their state since 10/14/21. This is just a BS company, pretty slow, responding, UNTRUE shipping, return, refund process. Refund my money! Avoid them!Business response
10/21/2021
Good Morning, Please accept our apologies for the delay in getting your order shipped and in processing your return. We did recently switch to USPS for our returns prior to their very dramatic slow down in processing packages. It is not our intention to delay your orders or your refund and we appreciate you letting us know.
Please check your email as you should have received a refund confirmation this morning, please feel free to reach out to me directly should you have any other concerns or questions.
Again, please accept our apologies,
********* ********
Orthofeet Customer Service
************
Customer response
10/21/2021
Complaint: ********
I am rejecting this response because: The refund is not in my account yet, nor reflects on Paypal either. Orthofeet never responded to my inquiry on Oct 17,2021. I had to complain to BBB and to Paypal to get a response. USPS package still in transit, it says since the 14th of this month by looking it up and is in your state. Orthofeet ships out via Fedex, then uses the USPS parcel select ground method slowest of all methods of shipping and cost. Pretty sketchy move just to hold on to my money, it has been 2 weeks and still going on. Hmm. ****** ***** it is 23 miles away from ******* your location as of last update from Oct 14. Sorry that is odd and seems kinda untruthful as a company. Orthofeet, oh no control over the mail, might be right on that, though using a cheaper return/refund route is not. Company states 7 days till receive, then 3-5 days until a refund issued. I had to complain to BBB, Paypal cause no response to company on my refund. This case is still open until I get my refund. So far no refund is pending, so your words are meaningless.
Customer response
10/26/2021
I received my refund 10/22/21. The only reason why I got my refund was because I complained to BBB and Paypal. The refund didn't come from Orthofeet it came from Paypal in trying to get my refund. Who knows, if I would ever get my refund if I hadn't complained to BBB and Paypal. It is awful, your company is ran like this! Thanks BBB for your help resolving this issue! BBB you can close the complaint.Initial Complaint
09/11/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of shoes from Ortho feet online. After contacting them I learned that my item was "delivered, but I tried telling the rep over the phone that I did not receive anything. Order number is *******Business response
09/23/2021
Good Morning, we are sorry to hear of your recent issue with your package, and are investigating with ****** In the meantime we have refunded your order on 9/21, please check with your ******************* to verify that you have received your refund, it may take 2-3 days to appear
Thank you
Orthofeet Customer Service
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
35 total complaints in the last 3 years.
16 complaints closed in the last 12 months.