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Business Profile

Online Retailer

Norellia

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/06/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Read an advertisement on ******** from Norellia. Went off site and checked reviews. Placed an order for 2 pairs of *********** sandals for $93.42. I received the order May 21/2025. I opened the package and checked out the merchandise. They were not ***********. There is no name on them and they are cheaply made. I immediately sent an email to request a refund. May 31 I received an email offering a 10% refund and keep the sandals. They do not fit and they are cheap knockoffs. I asked for a refund and a return address to send back. On June 5 I received an email back. No refund because they are promotional sale and they claimed the ad said Like *********** not the real thing. I probably won't receive my refund *** ********* *** *** **** **** ***** ********

    Business Response

    Date: 24/06/2025

    Dear BBB,

    Thank you for the opportunity to respond to the complaint submitted by Ms. *** ******** regarding her purchase made on May 21, 2025.

    Ms. ******** placed an order through our website for two pairs of orthopedic-style sandals, which were sold at a promotional discount clearly marked as Final Sale. This policy is prominently stated on the product page, during checkout, and in the order confirmation email. Per our terms and conditions, items purchased under Final Sale promotions are non-refundable and not eligible for return.

    To clarify, the sandals we sell are inspired by popular orthopedic styles and are not advertised as authentic *********** products. We do not use the *********** name or trademark in any misleading way on our official website. Any references such as “***********-style” or “orthopedic sandals” are intended to describe the design inspiration—not brand affiliation. The customer also acknowledged these terms upon completing the purchase.

    Upon receiving Ms. ********’s request for a refund, our team offered a courtesy 10% refund while allowing her to keep the products—despite the order falling under a no-return policy. This was a good faith gesture to resolve the matter, even though we were under no obligation to provide compensation.

    We understand the customer is dissatisfied; however, we stand by our:

    Transparent and disclosed Final Sale policy

    Accurate product representation

    Timely customer support and refund offer

    We respectfully decline the request for a full refund but remain available for any further clarification. Our goal is always to provide clear, honest transactions while upholding the policies agreed to by all customers at the time of purchase.

Norellia is NOT a BBB Accredited Business.

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