ComplaintsforDr. Comfort
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered 5 pairs of shoes and receive only 4, there was not any email or information that an item was missing. I had a package coming trough **** that I though it was the pair of shoes missing, thats why I did not complained sooner, but it was not. In the page of Dr. Comfort are a form to report a problem. I did it and dit not receive answer. I called customer service and casually...the item was shipped exactly the day I called. Its obvious they are lying to dont bring the reimbursement. The company is in ************* but the customer service is in *****. Too weird to trust on this company. All I want is my money with taxes included back...because I dont wait any longer. The order was place on May 16, about two weeks from now. Order number is **********. Item missing SKU: 4520-X-08.5Business response
06/04/2024
Hello ******,
Thank you for contacting us about your order.
Concerning order ********, unfortunately the **************** 4520-X-08.5 was not in stock at the time your order was placed 5/16/24. It did subsequently ship 5/29/24 via tracking 741237068248 and shows delivered 6/3/24. I've attached the shipping information you requested from ************* on 5/29/24 for your reference.
If you still wish to receive a refund for this item, you are welcome to return the items using the prepaid shipping label that is included with your shipment. We will be happy to credit you for the items upon receipt at our warehouse.
Thank you again for contacting us regarding your order, we are always happy to assist you!
Thank you!
Dr. Comfort *************
Customer response
06/04/2024
[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.
Regards,
***************************Initial Complaint
09/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
TO: BBB ***************************************************************************************** ***** I placed order with DR.COMFORT ********************************************. ******, ** ***** **************. BASED ON MY PREVIOUS DR.COMFORT ORDERS, through O&P orthotic&prosthetic company and based my shoe size on past orders. On July 9, 2023 I purchased 1 pair of Paradise Saddle Tan Shoes and 1 pair of Paradise Pewter Shoes. BOTH size 8.5, wide-width. I needed shoes for end of July 2023 for vacation. Promised 2-3 day delivery. NO delivery as of Monday, July 23, 2023. I called Dr.Comfort, on July 23, 2023 @5:30pm also July 24, 2023 and spoke with foreign sounding man. He must have had the shoes available because he said he would send out priority shipment. The shoes did not arrive until August, 2023 and I was out of town since July 26, 2023. I tried the shoes on in my living room, a couple of times. With the custom made inserts from O&P orthotics and the gel inserts from Dr.Comfort. The shoes are much too large and not safe for my diabetic feet (blisters develop) and multiple sclerosis (balance problem from instability). I printed a federal express return label to send the shoes back for a return. In August I called and talked to the foreign man. Always says he will "take care of problem" and offers no solution. Last call was made Tuesday, September 19, 2023 and foreign man said, now it is too late to issue a refund. He will "consult" with "team" for decision and call me back. He has not called me back...Dr.Comfort serves patients with all sorts of foot/medical issues and says they will correct situation on their end. My order #*********. PO#DRCWEB _100022945. DJO WEB CREDIT CARD ACCT. I would appreciate a resolution from this business ASAP. Thank you BBBBusiness response
09/26/2023
Hello ******,
Our sincere apologies for any issues you experienced with your order 13033574.
Per our records the agents involved with your case immediately requested an out of policy return approval 9/19/23, which was approved 9/21/23. The agent left you a voice message letting you know the order would be credited upon return to Dr ****************************** 9/22/23 the agent provided the Return Authorization number ******* and advised the return procedure for out of policy orders. Once the items are returned to Dr. Comfort you will be credited to your card ending in 5334.
Thank you for contacting Dr. Comfort, we appreciate your business!
Regards,
Dr. Comfort Customer Care
Initial Complaint
07/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
DJO Sales Order Acknowledge for Order Number : 12948091/Purchase Order: DRCWEB_1000223786 I ordered shoes from Dr. Comfort (above is the information about the order) and was charged sales tax. The order was less than $110 and in ************* shoes costing less than $110 are NOT charged sales tax. I contacted customer service multiple times but was not refunded the improperly charged sales tax. Please refund the sales tax that you incoreectly billed me for. Thank youBusiness response
07/12/2023
Hello **********************,
We sincerely regret any delay and inconvenience you have experienced with your refund for order 12948091.
Sales tax in the amount of $8.72 has been refunded to your card ending in ****, you should see this reflected on your card within 2 to 3 business days.
Thank you for your business, we wish you a wonderful day ahead!
Thank you,
Dr Comfort Customer Care
Customer response
07/13/2023
[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.
Regards,
*********************************Initial Complaint
06/29/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I sent this back they have had this since the 16th It is now **************************************************************** my refund there policy clearly states how long my refund will take & they way beyond the timeline & on top of that they can not tell why they said it is another department he said have no phone # email of fax to contact this so called other department said they need another 24hrs this is unprofessional unacceptable. I can not move forward to buy shoes from someone else until I get the money back I want all my money back ****** plus 20% ( 196. 52 ) I also will be contact my bank about this issue. And no more I had a very hard time understanding him he also said he was going to call back which he also DID NOTBusiness response
06/30/2023
Hello, ************************,
Thank you for bringing this matter to our attention, we sincerely apologize for any frustration and inconvenience caused with the error in your credit for order 12918862,
Per our system it appears the original return order ******* was incorrectly keyed in, resulting in a credit of $16.38. This credit amount was posted to your card 5/26/23.
Today, 6/30/23, the remaining order total of $147.40 was booked against return order *******, you should see the credit on your card account within 2-3 business days.
Our deepest apologies again for the issues you've experienced with your order, and lack of follow ** in our communications with you. Please let us know if we can be of further assistance, we are happy to help.
We greatly appreciate your choosing Dr. Comfort, have a great day!
Thank you!
Dr. Comfort Customer CareCustomer response
06/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]Gee this has been very upsetting with the lies and I had to go to this extent to get my $$ I did request a 20% penalty I find when there are no consequence these type of things happen, the other part was tell me that it is another department and he has no phone # email fax to make contact I believe that was a lie> I know telling me was going to call in a few hours then he said 24hrs he never did so that also was a lie
Regards,
*********************************Business response
07/07/2023
Hello ************************,
Per your conversation with ******************* in Dr. Comfort ************** due to system issues the previously mentioned credit card refund did not process correctly. In this case there will be a check refund for $163.77 mailed to you per over night delivery, you should expect to see the check by mail within 5 to 6 business days. Check will be mailed to address *****************************************************************
In light of the inconvenience caused Dr. Comfort would also be pleased to ship a pair of slippers to you at no charge, this is documented in our case CS202306-2904667. Please do reference this case number when calling to place your slipper order as the no charge approval is documented here.
Our sincere apologies to you for the delay and inconvenience experienced with this issue. Please feel free to contact us if you have any further questions, we will be happy to assist you.
Thank you!
Dr. Comfort Customer Care
Customer response
07/10/2023
[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.
Regards,
*********************************
As, long as receive the check in 5 days I will acceptInitial Complaint
05/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The Doctor ******************** shoe company is not honoring the return policy stated on their web site by not issuing my refunds. I placed the the two orders below in early April and promptly returned the shoes because they did not fit me. They state they accept returns for any reason. They acknowledged receiving the shoes and have told me on numerous calls to them that the refund is being processed. This has been going on for a month or more now. I can no longer believe them when they say they are processing my refund because they have said this for weeks and no refund has been received. It appears that they have stolen over $1000 dollars from me by keeping my money after the shoes were returned. The shoes were not worn, just tried on for fit and returned in like new condition in the original packaging. This has not been disputed, They just refuse to actually issue my refunds after telling me several times over several weeks that they are doing so. The other Orthopedic shoe company that I deal with issues the refund immediately upon my shipping the return. I have been promised the return by Doctor ******************** and mislead by their customer service department for weeks on these returns.Order # Date Ship To Order Total ******** 4/15/23 ***************************** $653.45 ******** 4/3/23 ***************************** $520.88Business response
06/02/2023
Hello ******************,
We sincerely apologize for any delay in processing of your refund in the amount of $520.85
Please be informed the refund is processed and paid under Check # ****** and is being sent ***** overnight delivery, tracking # **** **** 6236.
Thank you for your patience with the resolution of this issue, we apologize for any inconvenience and greatly value you as a Dr. Comfort customer.
Thank you!
******************** Customer Care
Initial Complaint
12/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
In Nov,, ordered & paid for 4 pairs of shoes, which I havent received. Emailed the comp. multiple times & was told this would addressed. When asked for a refund, received the reply that as soon as they have the shoes, a refund would be given. When reminded the shoes were lost in transit & asked why should they have my ********* have nothing, no reply was given. Wished I had paid by credit card!Business response
12/29/2022
Hello *****,
Thank you for your inquiry!
We apologize for any inconvenience you've experienced with order 12493117 and the delay in receipt.
The order has been returned to Dr ******************** and you will be credited on return order ******* in the amount of $288.19. Please allow 5 to 7 business days for the amount to appear on your credit card account.
We sincerely regret the delay and appreciate your business!
Thank you!
Dr ******************** Customer Care
Initial Complaint
12/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/13, I purchased sneaker from them over the internet order # ******** Web # **********. Then on 12/14 there was another charge of ******, which I did not make and I contacted my card company and filed a ticket and tried to contact Dr. Comfort and I got hung up on multiple times. They will not answer my phone call.Business response
12/19/2022
Hello *******,
Thank you for your inquiry!
We regret any misunderstanding, the second charge you saw is a preauthorization to your card that drops off a day or two after shipping of the order. From our records order ******** shipped 12/13/22 per ***** tracking number ************, it was delivered 12/17/22.
Apologies for any missed calls to our department, we experienced phone issues last week that should now be resolved.
Please let us know if you have any other questions or concerns, we are happy to help.
Thank you!
Dr Comfort Customer Care
Initial Complaint
10/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is advertising the wrong price. They are saying a shoe is on clearance but when you select a size it increases from the sale price.Flute shoe $44.99 only in narrow.Business response
10/26/2022
Hello *******,
Thank you for your inquiry! For the Flute shoe the website lists the Narrow shoes as the deeply discounted price of $44.99/pair, the other widths are not part of the clearance sale.
As noted on the website, the Flute shoe is available for pricing "As Low As" $44.99, which is referencing the shoes in available sizes with Narrow width. We apologize for any inconvenience.
Thank you for your interest in Dr. Comfort, we appreciate you!
Thank you!
****, Customer Care
Customer response
10/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Its still false advertising. If the shoe is on clearance it shouldn't matter the width. Clearance is clearance. Sale is sale. Your advertising the shoe to get consumes attention then your pulling the carpet right from underneath them. Terrible strategy.
Regards,
*********************************Initial Complaint
08/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received my Dr. Comfort sneakers from the VA. They attached to my braces they wore out within 6 months. These shoes are not meant to be be attached to braces. The soles are to thin and the soles are to thin. I don't run or play sports. I can't walk on asphalt or concrete because it hurts. The shoes were not treated rough or used for yard work. Now it's going to take me more then a month to get new shoes from the VA. The shoes were supposed to last a year I dont know if the VA is going to replace them for no charge.Business response
08/23/2022
Hello **************,
Thank you for your inquiry! We regret you are having issues with your Dr ******************** shoes acquired through your local VA.
Thank you for providing images of the shoes! Upon review it does not appear the shoes were modified by Dr ******************** lab, we would have installed a caliper plate (what the braces attach to) in the shoes which is not evident by the images. In addition, it is not Dr ******************** policy to attach braces to shoes, our providers would install them in house at their offices.
In this instance I would need to refer you to the VA center where you were fitted for the shoes, if there are any issues that were related to the shoes they would need to contact Dr ******************** directly for any resolution. We will be happy to assist should they reach out to us.
Thank you, have a good day!
Dr ******************** Customer Care
Initial Complaint
07/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On July 6th, 2022 I purchased a pair of bedroom slippers as a gift for my elderly aunt who suffers from neuropathy. Unfortunately they did not fit and I returned them on the 15th via the provided return label from their website. Return delivery to their company was on July 19th. When I contacted them on July 22nd to inquire as to why I had not received a verification email concerning the return, I was told the tracking number was not valid. The next day a man from Dr. Comfort contacted me and apologized about the "confusion" over the tracking number, claimed the item had been received and it would take several more days to process the return. As of today, I still have received NOTHING by email, nor any other verification concerning the return of this item (expect from a phone call that was not validated) and the order on the website has been listed as "processing" since July 6th. My order history does not even show that the original delivery was made however I have been charged for these shoes, they have received the shoes back and I have not received one indication that I am to receive a refund. Based on previous complaints about this company it seems to be a pattern with them to slow process the refund and not NOTIFY or INDICATE that one will be forthcoming.Business response
08/01/2022
Hello ****,
We sincerely apologize for any delay experienced with the return of your order 12149232. For your reference the refund of $51.03 was credited against our credit order ******* on 7/27/22 to your credit card ending in 6270. This should be showing on your credit card statement, please let us know if you still do not see the credit.
Thank you for your patience, we appreciate you very much!
Thank you!
Dr Comfort Customer Care
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Contact Information
Customer Complaints Summary
27 total complaints in the last 3 years.
2 complaints closed in the last 12 months.