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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On March 10, 2023, I ordered 4 pairs of adapt run for my shoes. I have not received my package. It was suppose to arrive on March 17. I've already looked everywhere for it. I contacted their customer support and they absolutely refused to help me out at all. They keep gaslighting me into thinking it's my fault. This is legit the worse support I've experienced. My order number is *********.
Business response
03/28/2023
We have been diligently following up with the customer since the original email on 3/20/23. Please see below for the emails between the customer and **********************:
Initial email from Customer
Hi, my order number is x** and I ordered 4 of adapt run insoles.
The tracking says it was delivered but I checked everywhere for it but
couldn't find it. I asked my family about it and my neighbors about it
but they said they hadn't seen it. I believe it is lost! I want a
refund please!
3/20/23: Email response re: refund
My name is xxxx and I work on the ************* team here at **********************. Thanks for reaching out.
I know how exciting it can be waiting for a new Superfeet to arrive and I know I understand how important it is to get relief under your feet as soon as possible.
Per the tracking on ***** your package was delivered on Sunday, 3/19,"delivered to a parcel locker."
We can provide the tracking but left this out for privacy.
Please check at the parcel locker for your box and speak with your **** driver about where your package was left, if necessary.
After receiving a complaint via the BBB we wanted to make sure that the package was delivered to the building (see steps below)
3/21/23:
We called the condos to confirm that they did have a locker referenced in the tracking information provided by ****. That tracking can be provided but was left out for privacy reasons. the Property Manager did confirm that they did have lockers. We confirmed this via the email below:
It's xxxx again at Superfeet.
I understand how concerning it is when you cannot find a package that is marked as delivered. We are doing everything we can to try and locate it for you.
The tracking on **** notes that it was left by **** at a parcel locker, so even if you have received large packages delivered to your front door in the past, this one was delivered differently.
Yesterday I called your building and spoke with the property manager, xxxx, since I was concerned about you not being able to find the missing Superfeet package and I wanted to confirm for a fact that there is a parcel locker there at your condo.
xxxx was extremely helpful and confirmed that there is a parcel locker on site, and when **** drivers have a large box to drop off, they will put a key in your mailbox and that key will open up the parcel locker that contains the large package (which due to the packages size, does not fit in a regular mailbox.)
xxxx also said there are other packages (not from Superfeet)waiting for you at the manager's office, which were delivered there months ago.She said she has tried to contact you about these but you have not yet picked them up.
It would be helpful if you could please check your mailbox for the key for the parcel locker. If you are unsure of where the parcel locker is at xxxx, please speak with your property manager and she can help.
We are doing everything we can to help you locate this package you are not able to find. Please let us know what you find out.
3/28/23:
We gave it a few days for the customer to respond but unfortunately we have not received a response back to our email.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.