Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:16/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a longtime cx of Dr ******* compression socks. Somuchso that I've accumulated over 5000 reward points (400pts gives you $40 online store credit).Sometime between ********** 2024, it was sold to an **************** and in doing so, the website was down during this time (unable to order, confirmed by a ** service agent).When the website was usable again, I signed in to see that all my reward points were gone. Balance = ZERO I've tried every form of contact they have with no response. Worse, when calling, I wait on hold for 20+ minutes, the line is picked up and immediately hung up.I'm looking for my points to be reinstated or an equivalent amount of store credit.

  Business Response

  Date: 01/11/2024

  Hi Team,
  
  Thank you for forwarding the customer complaint regarding the reward points issue. We appreciate the opportunity to clarify the matter and provide our findings.
  
  Summary of ************************************** Records: We reviewed our email and call logs for any correspondence from the customer about missing reward points. The only email we received from the customer this year, dated April 4, 2024, was unrelated to reward points. Additionally, our phone records indicate no calls were received or missed regarding this issue.
  
  Order and Rewards History: We examined the customers order history and corresponding points accrual based on our current rewards program structure. Our records reflect an accurate points balance for each purchase and engagement, showing that their balance never reached ***** points. According to our rewards program:
  
  Customers earn 1 point per dollar spent.
  Additional points can be earned for actions such as creating an account (25 points), leaving reviews (up to 75 points for video reviews), and following us on social media.
  Given this structure, reaching ***** points would require either an unusually high volume of purchases or multiple qualifying actions over time. The customers purchase history, as outlined below, does not support this level of point accumulation:
  
  Total Orders: From June 2020 to November 2023, the customer's purchases total approximately $570, translating to around 570 points from purchases.
  Additional Actions: Accounting for potential bonus points, it is mathematically improbable for the customer to have reached a *********** balance. We have not included the part that the customer redeem 3 $40 discount code which total to 1200 points.
  
  Outcome and Resolution: We do acknowledge that there was indeed a change of ownership and we recognize that some historical reward records may not have transferred completely to the new system. As a result, we cannot fully verify the customers previous points balance prior to this transition.
  
  To ensure the customer feels valued and to address any inconvenience caused, we are offering a 15% discount on their next purchase as a gesture of goodwill. We hope this demonstrates our commitment to customer satisfaction and resolves any lingering concerns.
  
  We value all customer feedback and are committed to transparent and fair policies. Thank you for allowing us to clarify our findings.
  
  Sincerely,
  ******
  Customer Support Team
  Dr. ****************************************************************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22432768
  
  I am rejecting this response because:

  Sorry for the delay in responding. The *************************** reward site was previously not available but it looks like they've got it up and running again.
  
  I've attached several screenshots showing the reward points transactions.
  Dated June 12, 2024 shows that my 3533 points expired.
  Dated June 13, 2023 I redeemed for $40, code: 0BEWAH54. I've tried using that at checkout and it says its not a valid code. If you try using a code already redeemed, it will says "This discount has reached its limit" so they have taken that codes usability from me. Several places on the website state that points and redemption codes never expire so I'm looking for them to address this too.
  Also of note, they did not add 100 birthday points for **** as they have in previous years.
  Last point. Screenshot shows I am on the .ca site. On the "Sale" page, it lists Energy socks at $28 and medical compression at $76. When added to cart it jumps to $39.99 & $108.00, which are the regular prices for these items.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/03/2025

  Dear *******,
  
  Thank you for your response and for sharing additional details regarding your concerns. We appreciate the opportunity to clarify the matter further.
  
  Expired Points (***** Points):
  As mentioned in our initial review, our system does not automatically expire accumulated points. However, based on our investigation, the expiration of ***** points appears to be an adjustment made by the previous ownership, likely due to a system error. Unfortunately, we do not have visibility into the exact reason for this adjustment, as it was made prior to the transition to our current system. That said, we have carefully reviewed our records, and based on the available data, accumulating ***** points is not feasible under our rewards program structure. Our records show that:

  Your total purchases from June 2020 to November 2023 amount to approximately $570, which equates to 570 points.
  
  Additional potential points include:
  Creating an account (25 points)
  Leaving reviews (up to 75 points per video review)
  Following us on social media
  Birthday points (100 points per year, totaling 400 points from 2020 to 2024)
  
  Even when factoring in these additional earning opportunities, the total points balance remains significantly below *****, let alone *****. While we understand the frustration this may cause, we regret that we are unable to retrieve further historical data to validate how these points were originally awarded or why they were removed.
  
  Discount Code (0BEWAH54):
  We acknowledge that this code expired due to non-use. However, as a courtesy, we have reactivated it so you can now apply it at checkout. If you encounter any issues, please let us know.
  
  Pricing Concerns:
  The pricing discrepancies you mentioned are a completely separate issue from the rewards program. To ensure we can gather the necessary details and resolve this in a timely manner, we recommend reaching out to us directly at ********************************* so we can investigate further.
  
  Final Resolution:
  As a final goodwill offer, we are increasing the discount on your next purchase to 25%. We hope this demonstrates our commitment to customer satisfaction and provides a fair resolution to the matter.
  Please let us know if you need further assistance.
  
  Best regards,
  ******