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Business Profile

Orthopedic Shoes

Diabetic Shoes Hub, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Shoes.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:04/10/2025

    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.
    I in good faith ordered merchandize from company website. The company took my money but did not send the product, though their confirmation and receipt indicated they they were going to. Only after I inquired for tracking number did they tell me they had no intention of sending the product; they simply helped themselves to an interest free loan until I happened to notice they weren't sending what I ordered. I want my money promptly refunded plus $20 to compensate me for the time, the exposed interest on a credit card AND penalty to discourage them from doing this unethical practice ever again.

    Business Response

    Date: 04/11/2025

    At the time the customer placed their order, our inventory system showed we had the shoe available. Unfortunately the warehouse as unable to find the desired item in the warehouse and the item had been discontinued by the manufacturer.  We had attempted to call the customer to notify them of the situation, but the customer provided an invalid phone number for their order. Once we received the customer's email communication, we notified them of the situation and the product being discontinued by the manufacturer as well as provided available solutions. As soon as the customer requested a refund, their order was promptly canceled and refunded.

    Customer Answer

    Date: 04/11/2025

     The company HAD my email and could easily have used this to communicate the inavailabily of the item ordered. So they have no excuse for not telling me.

    Further, they TOOK AND KEPT MY MONEY.  I did not authorize an interest-free loan! If the item was not available the company should not have taken my money and when they did should have PROMPTLY refunded it to the credit card. It is not 'free' to the customer to have a charge on the credit card and it is stealing for someone to take money without providing the merchandise/service which was authorized on the withdrawl.

    Business Response

    Date: 04/11/2025

    The customer's order was placed on the evening of April 2nd at 7:10pm PST. Upon attempting to ship the customer's order on April 3rd, our operations teams was not able to fulfill the order and spent the next business day, April 4th coordinating with the manufacturer to see if the order could be fulfilled by the manufacturer at which point the manufacturer provided notice that the item was not longer being produced and is discontinued. Our business is closed over the weekend so come Monday, April 7th we attempted to call the customer to update them on their order and provide solutions and options.  Customer emailed us on April 10th, inquiring about their order at which time, we provided an update and canceled and fully refunded their order upon their request. When customer's place an order on our website they are charged immediately to ensure their proof of payment. As soon as the customer requested cancelation of their order, we did so and issued a full refund.

    Customer Answer

    Date: 04/14/2025

       When it became clear that the offered item was unavalable, I should have IMMEDIATELY been refuunded the money on April 4 not keeping my money until I noticed and complained to them.  They could have emailed me on April 4 or on April 7 as this is the communication means I provided them.  They knew it was valid as they sent me an erronious invoice that made it appear they would send the item.  
    While I think it should not be legal to offer something for sale that is not actfually available, it it unETHICAL to take money for a product unavailable and then KEEP it instead of immediately refunding it.  I was NOT contacted, I had to initaite contact myself.

    This is the basis of  my complatint, that the company helped themselves to an 8-day interest free loan. I would like them (and other businesses ) to STOP doing this to customers who trust them with very valuable information.

  • Initial Complaint

    Date:10/21/2022

    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.
    My father purchased a pair of shoes in late February/early March 2022. We received the wrong size. We made arrangements to replace or refund them, but no replacement or refund or follow up email was ever received. I forgot to follow up and its been months. Shoes cost us $203.93 + $20.90 (for return shipping.)

    Business Response

    Date: 10/26/2022

    Thank you for contacting us regarding your return.  Per your original request at the time of the return we have placed a backorder with the manufacturer for you for the larger size as no inventory was available and is still not available.  If you no longer wish to have the exchange in the larger size, please let us know and we will cancel the backorder with the manufacturer and have  a refund issued for your return.  We have called you and left a message to get in contact with us to find the resolution that is best for you.  Please contact us directly for quicker resolution.  Thank you for your business and support.

Diabetic Shoes Hub, LLC is NOT a BBB Accredited Business.

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