ComplaintsforDr. Comfort

• Initial Complaint

  07/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 12th I ordered a pair of house shoes retailed ***** The website stated that they were 30 percent off until 7/13. I recently my email confirmation stating my total was $56.05. However yesterday 7/13 I received a email from my credit ************ stating I was overmy credit limit. Dr ****************** charged my card *****. I called today and spoke with two representative who argued with me and didn't want me to speak to the supervisor. I asked them to cancel my order. Lady sent me a email saying the order was cancelled with grammar issues as well as the wrong order number. I spoke with ***** who is a supervisor I asked for a full refund. Charge is still on my credit card.

  Business response

  07/19/2022

  Hello ********,

   

  Thank you for your inquiry!  Per your communications with ***** today, 7/18/22, your order was cancelled 7/14/22 and the charges you saw on your card were preauthorization charges which should have since fallen off your card account.  

   

  We apologize for any inconvenience caused with your order, please feel free to contact us at ************ should you have any further issues.

   

  Thank you for your business, we appreciate you very much!

   

  Regards,

  Dr Comfort Customer Care

• Initial Complaint

  06/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 3rd ordered One pair of mens shoes, their website kept on telling me that the system was down and re-enter the order which I did a second time, after entering a second time there were two confirmations in my email as well as two ********. I then called the company immediately and requested that one of the accounts be canceled due to a glitch in their system after 15 minutes of going back-and-forth I was assured that only one of the orders have been canceled proceeded to get off the phone received an email telling me that both of the accounts had been canceled . I called back and explained the situation and told them that if they could please reinstate one of the accounts which they did and told me that the charge would be $115, I explained that per the website I gotten a discount and that the total with the discount would be $67.27, the person told me that he would need to talk to his colleagues stepped away from the phone for approximately five minutes came back and stated that he would only be allowed to offer me a discount to $87 I instructed him two or three times to please cancel the order and that I would go back online he tried to tell me that I need to stay online with him I told him that I didnt appreciate being told that I was going to be offered a different discount and then I need to stay online and I felt that this was a bait and switch and please cancel the order at which time they did. I then got back online ordered again received the discount for the shoes for $67 received an email on June 3Rd telling me the amount would be $67 and change and that I would be receiving another email as to when they were going to be shipped. I received my second email today the 14th and they have charged me $115, I have checked my credit card they did not charge on june 3rd when I ordered they charged today The full amount $115 with no discount: the offices are currently closed but I will be diligent and trying to get a hold of them to resolve this issue.

  Business response

  06/17/2022

  Hello ***********,

  I apologize for any confusion with your order and communications after ordering.

  In looking in our system I only see two orders that were booked on 6/3/22, ******** (DRCWEB_1000173158) and ******** (DRCWEB_1000173157) for item ********************* **** XW, both cancelled with no quantity or shipments made against them.  Also, I do not see any new orders that were booked, only the two listed here.

  The $115 you saw on your card was a preauthorization charge that appears on customer's credit cards prior to the order shipping.  When an order ships the preauthorization charge falls off the card and the actual order charge is charged to the account.

  In this case you saw the preauthorization charge prior to the order being cancelled in our system.  The charge should be falling off your card as there were no shipments made against either one of the orders listed above.

  Thank you for your interest in Dr ********************* we appreciate you!

  Thank you!
  DR Comfort Customer Care

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes ( 2/ 5/ 2021) Order #********** that ended up to large. The return policy specifies a full refund if shoes are returned within 30 days from shipping, worn or unworn. I returned the brand new shoes and inserts within the 30 day time frame. According to Dr. Comfort customer service, the shoes were shipped Feb 8. The returned shoes were received (FedX #************) and signed by CVNINETEENPAUL) on March 9. After numerous Emails, I was told via email by (***********************) on Jan 10, 2022 that my order was out of return policy.. I responded that due to only 28 days in February, I met the 30 day guideline. I was then put back into the system to be invested and have heard nothing since then.Dr. Comfort kept the new shoes and inserts and my money. I want my refund.

  Business response

  05/12/2022

  Hello ******,

  Our sincere apologies for the delay of your refund.  We did credit $115.29 against original order 10836136 (web DRCWEB_1000110713) in our system on credit order *******, however due to a system issue it did not automatically post to your card.

  I have asked our credit department to manually push this to your card ending in ****, this should be visible on your credit card statement / account in 3 to 4 business days.

  Thank you for contacting us to resolve your issue, we appreciate you very much!

  DRC Customer Care

  Customer response

  05/20/2022

  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.] Refund has not been credited to my account. I cant trust Dr. Comfort to comply and my 10 days will expire in 2 days.  Also, if Dr. Comfort had difficulty refunding my money they could have contacted me at any time. My phone number, email address, and home address have remained the same.  Please do not close my case until Dr. Comfort complies. I checked today to see if a credit had been received.
  
  Regards,
  
  ***************************

  Business response

  05/24/2022

  Hello ******,

  Per email sent 5/13/22 the check refund to your account can take up to two weeks (business days) to be processed and mailed to the address on file.  As of today I have checked with our AR department and confirmed the refund has been processed and the check should be mailed from Dr ******************** by 5/27/22.  Please note there will be additional mailing time from our offices to your residence.

  I hope this information is helpful, thank you for your interest in Dr ********************!

  Thank you,

  Dr ******************** Customer Care

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/8/22 I placed two orders with Dr. Comfort for a total of seven pairs of shoes. After the shoes arrived, I successfully returned two pair that did not fit within their 30 day return policy.Two of the remaining five pairs of shoes that I retained were for my mother who died on 3/14/22 and never wore the shoes. On 3/30/22 I contacted Dr. Comfort and spoke with supervisor "******" about the fact that my mother had died, and due to the unusual circumstances, I wanted to return the shoes and either get credit or have my money returned even though it was slightly outside of their 30 day return period. ****** said that he would get authorization for me to return the shoes and have my credit card credited for the return and that he would call me back the following day with the authorization information.He did not call back on 3/31/22, nor has he taken any phone calls from me since that date even though I have called multiple times and asked to speak to him. He is always "tied up with another customer and will call me back as soon as he can". This never happens.I want him to follow through with getting me a return authorization for the shoes as he said he would. The order number is ******** for Blue "*****" style shoes that cost $120. The other order is ******** for Black "*****" shoes that cost $64.

  Business response

  04/11/2022

  Hello *******,

  First of all we are sorry to hear of the loss of your mother, our thoughts and condolences are with you and your family during this time.

  We apologize for any confusion on the approval of your out of policy returns.  Please reference RA #******* for order ******** (***** Blue and inserts) and RA #******* for order ******** (***** shoe and inserts), the items will be credited upon return to Dr ******************** providing they are able to be returned to stock in new condition.

  Thank you for contacting Dr ********************, we appreciate you very much and regret the delay in correspondence.

  Dr ******************** Customer Care

   

• Initial Complaint

  03/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 20 2021, I returned two (2) pairs of sock for a refund for $25.22. To date, I have not received my refund. I have called customer service several times, but have been told that my refund dated January 1, 2022 has not been processed. I do not understand what the delay is.

  Business response

  03/08/2022

  Hello ***************,

   

  I can appreciate your frustration on not receiving your credit to date.  The delay happened in the interface between the secondary website company where you placed your original order and Dr. Comfort's internal systems.

   

  I have addressed this with the teams involved in the credit processing and have been notified the credit has now been processed to your card, you can expect to see the credit on your card statement in **** business days.

   

  Thank you for your interest in Dr. Comfort products, we appreciate you very much!

   

  Sincerely,

  Dr. Comfort Customer Care

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dr. Comfort is violating the law by sending unsolicited marketing emails to our business support email address. We have no relationship with their company. There is no opt-out provision provided in their emails.

  Business response

  02/22/2022

  Hello ********************,

   

  Thank you for bringing this to our attention, we apologize for any inconvenience you have experienced.  Unfortunately this sounds like an email address was misspelled and you are receiving unsolicited notifications from our company.

   

  Would you please verify the email address the notices are coming from?  I will review with our web access team and have the address inactivated.

   

  Thank you for contacting us about this issue, we will resolve ASAP.

   

  Thank you!

  Dr Comfort Customer Care

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After reading the company refund policy online, which says to call to discuss returns for items ordered 30+ days, Dr. Comfort was contacted via phone on 24Sept2021. Order #******** was placed for my senior father, but shoes were wrong size. I spoke with ******** stated the shoes had never been ******** would provide pictures if necessary. We were requesting a size 10 in place of the ordered size 9. She stated they did not do exchanges, only refunds. She agreed to ask if shoes could be returned, called back asking for pictures to be ****, & those were provided. On 27Sept Vanessa **** email stating the shoes were acceptable, please return & she submitted paperwork to initiate a refund of $116. Per **** tracking, shoes were received in WI on 1Oct. On 9Nov I called & spoke with **** asking for refund status. He provided return authorization(RA)#******* & said allow 2-3 days for credit to appear on card. On 16Nov I called again & provided ************ ******** said she was sending email & would call back; no callback. On 20Nov I spoke with ******* requesting status update; no add'l info. On 29 Nov I called & spoke with *******. Upon his looking into the history we realized expiration date for the credit card when the order was placed was now expired. He transferred our call to a secure line & requested updated card info, which was provided. He said 3-4 days refund should show on card. On 20Dec I spoke with *** who promised the matter was being taken care of, I had no need to worry and the credit would be issued within 3-4 days. On 6Jan2022 I called & spoke with *** again. He stated there was technical issue with the credit card so a paper check would be issued. It would take 3-5 days for internal processing then the check would be **** via ****. He confirmed I could call back to confirm the check had been processed. On 18Jan I spoke with ********* who could not confirm the check was **** & would call back in 1 hour. No callback or resolution received.

  Business response

  02/02/2022

  Hello ***,

  Thank you for alerting us of the issues with your credit request.  I understand your frustration in the time it is taking for resolution and appreciate your patience while we work internally to complete the credit for you.
  

  There was confusion on our side due to the credit card expiration that unfortunately caused the delay in your check being generated.  I worked personally with our credit team, they have generated the credit order in our system that will enable them to issue a paper check refund to you.  Once that is processed in our system the check will be expedited to you per our AR department.  For your reference, the credit order is 2046499.  I would anticipate your receiving the check for $116.00 within approximately 7 business days.
  

  Thank you for choosing Dr ************************************** Care Team

   

   

   

   

  Customer response

  02/10/2022

  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.
  
  

  I appreciate the response from Dr. Comfort and hope the credit is being sent as they promise.  However, the company has promised my father a credit since September and a check in the mail since Jan 6 and it is yet to be received or confirmation that it has been sent.  Per a call directly to the company today, 10 Feb 2022 the *** could not confirm the check has been mailed nor provide a tracking number.  He did promise a call back and/or follow-up email and he also referenced that on 2 Feb a note in the file said a check should be expedited.  I do hope this to be true, but I have been promised followup correspondence in the past which did not happen. Once my father receives his check I will gladly **** this complaint as resolved.

  Thank you for your assistance.

  
  Regards,
  
  ***********************

  Business response

  02/11/2022

  Hello ***,

  Check #****** was cut on 2/10/22 for amount $116.00 and has been mailed to your father, *******************.  I do apologize for the delay in this going out to him.

   

  Per Accounting your father should expect to receive the check sometime week of 2/14/22, I've included an attachment with the check copy here for your reference.

   

  Thank you for your patience as we resolve this issue for you and your father, we appreciate you very much!

   

  Thank you!
  Dr Comfort Customer Care

   

  Customer response

  02/16/2022

  [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:
  
  The check referenced in the reply from Dr. Comfort/DJO Global was received by my father on 15 Feb. It is unfortunate it has taken more than four months to resolve,  but I appreciate the company following through with their commitment. I consider this issue resolved. Thank you for the assistance provided. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered and paid for a pair of Dr ******************** shoes thru Amazon on 7/13/21. Shoes were delivered on 7/14/21. On 11/20/21, the sole of the right shoe came off due to lack of glue. I called Dr ******************** customer service on 11/22/21 to discuss a remedy since the shoes were under the manufacturers 6 month warranty period. I was told by rep **** that Dr ******************** would not do anything for me since I bought the shoes from Amazon. I read the manufacturers warranty to **** stating that Dr ******************** would repair, refund or replace the shoe within 6 months if it was purchased from Dr ******************** or a licensed 3rd party seller, which Amazon is. **** said it didnt matter, they would not offer any help. I asked to speak to his supervisor and he stated he would have them call me within 2 hrs. As of 12/4/21, no call has been received, nor any email communication.

  Business response

  12/08/2021

  Hello *******,

  Typically with Amazon orders any returns would go through them for any refund or quality issues.  I have taken the liberty of contacting others in our organization to see if there is anything we can do in this instance, please allow ***** hours for response.

  We appreciate your interest in Dr ******************** products!  I'll be in touch with you soon.

  Thank you!

  DRC Customer Care

   

  Customer response

  12/11/2021

  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.]
  
  Regards,
  
  *************************

   

  answer is incomplete. Will wait for final answer from Dr ************************

  Business response

  12/14/2021

  Hello,

   

  Although any credit requests for Amazon orders need to be resolved through Amazon credit from Dr ******************** has been approved for processing.  Please note this will take a few days to process in our system, then it will take another couple of days for the credit to appear on your card statement after it is generated.

   

  Thank you for your interest in Dr ********************, we appreciate you!

  Dr ******************** Customer Care

• Initial Complaint

  11/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  8/5/21 I ordered 3 pr of shoes from Dr ********************* email receipt time stamped 2:53:59, Order #**********, $334.91 total **** The shoes were received sometime the week of 8/8/21. I tried them all on, but had to leave on 8/13/21 for two weeks to attend my brother's funeral, and couldn't make a fair assessment of the shoes before leaving.Upon returning the end of August, I again tried them on a couple times and finally determined I couldn't keep any of the three, as they rubbed on a toe I have issues with.I reviewed my order and packing slip for return instructions. Noted a label to use, so I affixed the label and dropped the box at the ***** drop station at my local ********** It was sometime around Labor Day. When I didn't receive a credit by late September, I started trying to reach them. 9/28/21 - email -- no respone 10/12/21 - 10 a.m. -- was assured they would call back within 6 hrs. No call back.10/14/21 2:05 pm - was told that they did receive the shoes, but they could not issue a refund because I hadn't returned them within the required 30 days return from date of shipping. I told them nowhere on my email receipt or the packing slip did it say I had to return them within 30 days and I explained I was out of town for two weeks for a funeral and it was Labor Day. I asked to speak with a supervisor. The *** told me the supervisor would tell me the same thing, but she'd have them call me back within an hour. No call back.10/15/21 8:55 a.m. - called and said I wanted a supervisor and I would hold. I explained everything to her and she said she would file a refund request, #*******, and I should hear back within two weeks. I have heard nothing since that time.I would like a refund, since I don't have the shoes, and don't WANT the shoes, they don't fit. The shoes were received back at their location on 9/9/21, three days after the 30 days. Also, the credit card I had used was hacked, so I need it credited to a new card number. Help, please!

  Business response

  11/30/2021

  Hello ***,

   

  Thank you for sharing your experience regarding return of order ********, we apologize for any delay in response or miscommunication regarding the returned items.

   

  Out of the 4 items returned only item CC GER W **** was scrapped upon receipt at Dr *************************** I am following up internally on the out of policy request that was submitted, please note a hard copy check will most likely need to be issued for any refund as the original card used on the order is no longer available.  I will verify this for you in my next update, I will provide status in the next ***** hours.

   

  Thank you!

  Dr Comfort Customer Care

  Customer response

  12/01/2021

  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.
  
  They indicate they will provide information regarding the refund in ***** hrs.  I am uncertain when they provided their response, so do not know if anything further was received within the 24 - 48 hr they indicated. 

  I am unsure whether a check has been cut to refund my money or not.  I won't feel it's resolved until I have a check.  

  I also hope the company will make changes to be clear on the receipt/order confirmation they email, as well as in their packing materials, about the 30 day return policy.  Their clients are often elderly and I fear they may not realize what is happening.  I am concerned that the company never communicated with me in any way that they receive my shoe return, but would not be refunding my money.  If I hadn't realized I didn't receive a refund and followed up, they would keep the money and resell the shoes. Something just seems wrong with that process.  

  Thank you for your help.

   

  
  Regards,
  
  *********************

  Business response

  12/02/2021

  Hello ***,

   

  I was informed a refund of $323.96 was generated to your card ending in ******* today, 12/2/21 from credit order 2014555.  Please allow 2-3 days to see this on your card statement.

   

  Thank you!

  Dr Comfort Customer Care

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes with Dr. Comfort on August 27th. They did not fit me so I called on October 4th to find out if I could exchange them. The customer service representative (Name: *******************************) said they could not process an exchange but that I could still return them and then purchase separately. She emailed me a new shipping label. I returned the unworn shoes on October 18th. When I called on October 26th to find out the status of the refund, I was told that the return was not made within 30 days of purchase. I explained that the customer service rep told me I could still return the shoes and had the email to prove she emailed me the shipping label past the 30 days. When I called on October 4th it had been over 30 days since the shoes were shipped to me. Regardless, the customer service rep told me it was acceptable to return them. They refused to refund my money and kept the shoes I returned. I wanted my refund so I can buy the appropriate size.

  Business response

  10/27/2021

  Hello ******,

   

  Thank you for your inquiry and feedback regarding your current experience with Dr ***************************

   

  Out of Policy credit request was submitted on your behalf on 10/26/21 and has been approved, provided the returned shoes (tracking 284510557484 received at Dr ******************** 10/22/21) are unworn and can be returned to stock.  Return order ******* has been generated and forwarded to our ****************** for reference.  FYI, your return should be reviewed by Returns within the next few business days, if credit is issued it will take 1-2 days after this process to be seen on your credit card statement.

   

  Thank you!

  DRC 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. ↩