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Business Profile

Custom Shoes

Sole Source Imports Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Shoes.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:11/06/2023

    Type:Service or Repair 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.
    Many years ago I switched to this company because they offered a lifetime warranty on their insoles versus the previous company that offered a 2 year warranty. I bought 2 pair of insoles from them on amazinginsoles.com but not at the same time. These insoles have liquid inside them called glycerin and eventually from wear the glycerin leaks. If the left or the right leaks you send the pair back and get a new pair. Over the years I have returned both pair several times for replacement without any problems. I sent a pair back this year in April and they received them in May according to the tracking number. I have called them at least 15 times and left messages since the beginning of June and they do not reply even though their greeting says well get back to you as soon as possible. I want them to live up to their Lifetime Warranty

    Business Response

    Date: 11/27/2023

    The lifetime warranty is on the original pair purchased. We do not continue to warranty the warranty pair for a lifetime, or we would be out of business. My apologies.

    Customer Answer

    Date: 01/08/2024

     
    Complaint: 20821948

    I am rejecting this response because:

    Sincerely,

    **********************************************

    Customer Answer

    Date: 01/23/2024

     
    Complaint: 20821948

    I am rejecting this response because: I reject the response from sole source imports and or Amazing insoles because your company has replaced my leaky insoles numerous times over the years hence the lifetime warranty. Your pamphlet does not say lifetime warranty on original purchase it says lifetime warranty. I think that your company hopes customers do not go through the hassle of returning ***** insoles for the lifetime warranty and thats why you advertise it as such. Your company also ignored the 15+ messages that I left, hoping that I would just go away which tells me you are in the wrong. Read your pamphlet!

    Sincerely,

    **********************************************

    Business Response

    Date: 01/23/2024

    The package says lifetime warranty which is on the pair of insoles in the bag purchased, you stated we have already warrantied the original pair numerous times. We always warranty the original pair as long as you follow the steps to return. Customer can purchase a new pair and if they fall flat we will definitely warranty like we promise. 

    Customer Answer

    Date: 01/31/2024

     
    Complaint: 20821948

    I am rejecting this response because: you are misinterpreting my last response. You are assuming that I bought a pair of insoles, they leaked, and you warranted them and then I bought another pair and they leaked and you warranted them and then I bought another pair and they leaked and you warranted them. That is not the case I only ever bought two pair, and you have replaced each one numerous times. Your pamphlet does not say lifetime warranty on original pair it says lifetime warranty

    Sincerely,

    **********************************************

Sole Source Imports Inc is NOT a BBB Accredited Business.

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