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:05/27/2025

  Type:Product 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.

  TLSO Back Brace (L)TLSO throacic full back brace posture corrector for kyphosis, scoliosis, ******************** compression fractures SKU:12B05-L Price:$229.99 I ordered a back brace from them online and it cost about $230.00. My husband is having back pain so I thought this could help. The brace was delivered. The brace was very complicated, and we could not even get it on. The brace was too small even though I measured him exactly as instructed.The brace was out of the plastic bag for less than 15 minutes. I followed instructions for returning the brace exactly as instructed. I printed the return label and returned everything in the original box. The brace was dropped off at our local post office that day.I waited and waited. No email about the return. No letter about the return. No refund to my credit card account.When I did reach out to BRACEABILITY, ***** I was told the brace did not meet their return policy. I looked at the reason for this and it stated, "dog hair on the returned brace". I called and talked with **************** Rep. **** Day. **** stated the brace was returned "soiled and covered with dog hair". She stated the brace had been worn. She also stated that employees could not spend "hours" cleaning the braces when returned so my refund was denied! I explained that the brace was too small and had never been worn. I also stated the brace was only out of the plastic for about 15 minutes. **** refused to discuss a refund. $230 is a lot of money for anybody but it means a whole lot to a retired couple.I checked with BBB in found there had been complaints on BRACEABILITY, **** that are unresolved.I am concerned of FRAUD and/or an ONLINE SCAM.I am attaching pictures of the brace that were sent to me my **** Day.If this is not the department for complaints, could you forward this concern to the proper party?Thanks for your consideration in this matter.

  Business Response

  Date: 05/29/2025

  Dear Better Business Bureau and Mrs. ********************** you for the opportunity to respond to the concern raised regarding a recent return.
  We sincerely regret that Mrs. ***** was dissatisfied with the outcome of her return request. Upon receiving the returned brace at our warehouse, our inspection team found that the item showed visible signs of wear, including hair and staining. Due to the nature of our productswhich are worn on the body and require strict hygiene standardswe were unable to restock the brace and, therefore, could not issue a refund.

  As outlined in our Return and Exchange Policy clearly posted on our website, all items must be returned in unused and unworn condition, free of hair, debris, stains, odors, or other indications of use. Items not meeting these criteria are ineligible for return or refund, and for health and safety reasons, cannot be returned to the sender.
  We understand this may have caused frustration, and we always aim to ensure our policies are transparent and accessible to our customers prior to purchase and return. Our ************* Team is also available to assist with any questions about eligibility before a return is made, and we encourage customers to reach out in advance for clarity.
  We appreciate Mrs. ****** feedback, and we remain committed to delivering high-quality, hygienic products and excellent service to all our customers.

  Sincerely,

  **** ************start="1685" data-end="1688"> *********************************start="1703" data-end="1706"> **************************
  **************
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23383269
  
  I am rejecting this response because:

  Initially, the rejection was hair on the product.  I then called the business and talked with *** ********** She took my information and said she would investigate and call me back.  She called back and THEN the rejection was because the product had been worn, was stained and had hair on it.  In the picture provided by *** Day, there was a container of HEAVY DUTY WIPES and a permanent marker.  I believe the marker was used to stain the product, the wipes were used to rub into the marks causing the stain! I even asked *** Day if they had a sealed area, for opening the returned packages, to ensure no transfer of hair from employees. 

  This brace was not even completely put on my husband.  The brace was way too small for my husband and the complexity of the bracing was beyond our understanding.

  The brace was out of the original packaging for about 15 minutes.  We attempted to try it on my husband and then immediately replaced the brace into the original plastic, sealed the box and placed the return labeling on the box.  The box was taken to the post office and returned.

  I firmly believe this company is running a scam to reject returns.

  I have filed a complaint with:

  NC Attorney General's Consumer Protection and Iowa Attorney Generals Consumer Protection Division.

  Sincerely,

  
  ***** *****

  Business Response

  Date: 06/11/2025

  Subject: Response to Return Rejection Concerns

  
  Dear ***** ***** and The Better Business Bureau,
  
  Thank you for bringing this matter to our attention. At BraceAbility, we are committed to providing high-quality products and excellent customer service, and we take all feedback seriously. We sincerely appreciate the opportunity to respond to your concerns.
  
  We understand your frustration regarding the return of your husbands brace, and we regret any confusion or dissatisfaction you have experienced. After carefully reviewing the return and discussing your concerns internally, we would like to provide additional clarity on our decision
  .
  Our return and exchange requirements, which are clearly outlined on our website, state that:
  "The item(s) purchased must be unused and unworn, except for briefly trying them on to assess fit and comfort. Products should be free from lotions, oils, pet hair, lint, odors (such as smoke or perfume), and returned with all original packaging, parts, and tags intact."
  
  Unfortunately, the brace returned to us arrived in a condition that did not meet these criteria. It had visible staining and pet hair, and based on our inspection, it appeared to have been used beyond the scope of a simple try-on. For hygiene and quality control reasons, we are unable to accept returns of items that cannot be resold. Photos of the item, as received by our warehouse team, have been provided for transparency.
  We understand your concern regarding the items pictured near the returned product, including the heavy-duty wipes and a permanent marker. Please be assured that these items are part of our standard returns processing station and are used for purposes unrelated to customer returns (such as marking inventory or cleaning work surfaces). They are never used to alter the condition of a returned product. Our team follows strict procedures, and any returned items are photographed immediately upon receipt to accurately document their condition.
  
  Regarding your question about cross-contamination: our returns are processed in a designated area of our facility, and our team is trained to handle all items with care to prevent contamination or damage during evaluation.
  We certainly understand that the brace may not have fit as expected and that the return was initiated promptly. However, we must adhere to our stated return policy to ensure product integrity for all of our customers. As such, we are unable to approve a refund or exchange for this item, and we are also unable to return it to you.
  
  We recognize this is not the outcome you were hoping for, and we truly regret any inconvenience this situation has caused. Our ************* Team is always here to provide support, and we encourage all customers to reach out before sending in a return if theres any uncertainty about a products condition or fit.
  
  We appreciate your understanding and hope to have the opportunity to serve you again in the future under more positive circumstances. Please let us know if you have any further questions or would like to discuss this matter further.
  Warm regards,
  
  ****
  ************* Team
  BraceAbility
  **************
  

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  Returned an item and was ultimately denied the refund, AND they refuse to send the product back to me. They literally are keeping my money AND the product. This company is corrupt and has no issue stealing from customers.

  Business Response

  Date: 05/20/2025

  Dear Mr. *** and Better Business Bureau,
  
  Thank you for bringing this matter to our attention. At BraceAbility, we are committed to providing high-quality products and excellent customer service. We take all feedback seriously and appreciate the opportunity to respond.
  After reviewing your return, we found that the item was not in a condition that met our return and exchange requirements, which are clearly outlined on our website at BraceAbility Return Policy.
  
  As stated in our policy:
  
  "The item(s) purchased must be unused and unworn, except for briefly trying them on to assess fit and comfort. Products should be free from lotions, oils, pet hair, lint, odors (such as smoke or perfume), and returned with all original packaging, parts, and tags intact."
  Unfortunately, the item we received did not meet these criteria. It arrived in a condition that rendered it unsellable due to [briefly mention the specific issue, if knowne.g., odor, stains, missing packaging]. In line with our policy, such items are ineligible for return or refund, and we are unable to send the item back. Please see the following attachments of Pictures of the brace received by our warehouse.  
  We understand that this outcome may be disappointing, and we truly regret any inconvenience this may have caused. However, our policy is in place to ensure the health, hygiene, and satisfaction of all our customers, and we apply it consistently to uphold our quality standards.
  
  We encourage customers to reach out to our ************* Team before sending in a return, especially if there is any uncertainty about the products condition. Our team is always happy to provide guidance and support. We thank you for your understanding and are here if you have any further questions or concerns.
  
   Sincerely,
  
   BraceAbility **************** Team
   **************************
   ************** (edited) 
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23347656
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 05/23/2025

  We acknowledge the customer's decision to reject our previous response; however, no new information or context has been provided to warrant a change in our position. As outlined in our original response, our decision was made based on a thorough review of the transaction and in accordance with our clearly stated policies.
  At this time, we must reiterate that we are unable to offer a refund. We remain confident that we have acted fairly and within the scope of our terms and conditions.

  
  We are always open to constructive dialogue and willing to revisit concerns if additional details are provided. Should the customer wish to present any new or relevant information regarding this matter, we will gladly review it and respond accordingly.

  
  Thank you for the opportunity to address this matter.

  
  Sincerely,
  
  ****
  Customer ************************start="1120" data-end="1123">************************** 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23347656
  
  I am rejecting this response because:

  This policy is clearly corrupt and unlawful. There is not one other company in the *** that has a policy that keeps the product and the customers money, period. It is fraud, and in my opinion criminal. This policy should not be allowed by any means, it is theft, plain and simple and Braceability knows it. They are just too cheap to mail me back the product that I paid for originally. They have lost NOTHING! I am out $130.
  
  This is corrupt, it is theft and it should be a criminal offense for a fraudulent company to impose such an unfair policy. 
  Sincerely,
  
  ***** ***

   

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We purchased a 90 degree night splint from brace ability and it came with my wife trying it on. It was too small. So we called for a return label and sent it back. No communication returned from company so my wife called . They said they were denying the return because of skin cells and dirt on it. My wife tried it on with a sock. They sent a picture of a black brace but the brace we received was gray. They stated why didnt you complain about the color? We didnt think of that and sent back the next day. They kept stating we ordered a black brace but we received a gray one which is the color my wife wanted. Very very poor customer service. They just use a item that was rejected and keep using the picture for everyone else to not accept return. They company is a sham,

  Business Response

  Date: 03/24/2025

  Thank you for bringing your concern to our attention. We truly value feedback and aim to ensure customer satisfaction. However, after carefully reviewing your return, we found that the product was not in the condition required by our return policy. As stated in our policy, all returns must be in "like-new" condition, which includes being free of dirt or visible wear.
  We understand that this may not be the outcome you were hoping for, but our return guidelines are in place to ensure fairness to all customers. Our team followed this strict review process to assess the condition of the returned item. We apologize for any inconvenience this may have caused and encourage you to reach out if you have any further questions or concerns.
  We appreciate your understanding and hope to continue serving you in the future.
  
  Sincerely,
  
  ****
  **************** Manage
  **************************

   

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 measured my knee and ordered a patella brace based on the information on the website. My knee size was in the middle of the size range for the XL brace. The brace arrived and I wore it for about an hour and realized that it was way too tight so I called the company and was told that I probably should have ordered the next larger size. I was sent a label to return my brace. I was never told that because I had worn the brace briefly that I couldn't return it. Almost two weeks passed and I had not heard from the company so I called them. They said that because there were skin cells on the brace it was nonreturnable. They also said that I had never called them in the first place which is totally untrue because they emailed me the return label based on that telephone call. This company has unreliable information on their website and is dishonest in their dealings with customers.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered this back brace on September 5th but never received it. I may have told the tracking app that I had received it because there was a box on my doorstep that day. Unfortunately, the box turned out to be something else and I never have received what I purchased from Braceability. I tried to find a number or email for customer service but I could never find out how to contact them. The website on which I bought the brace didn't have any clear contact information, so I was stuck.

  Business Response

  Date: 10/21/2024

  Thank you for contacting BraceAbility. We apologize for the inconvenience regarding your brace. For future reference, our phone number can be found at the bottom of our webpage. I would like to inform you that your refund was issued on October 15th. A separate email was sent to you with this information.  If you have any further questions or need additional assistance, please don't hesitate to reach out at ************.

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On April 18 I ordered a much needed knee brace from Braceabity ofCedar Falls **** for ***** , paid for it with my ***** Fargo ATM CARD .Approx. 10 days later I received the brace and found it too small to go around my knee and after 3 attempts I contacted them and asked for a brace one size larger,and was provided a shipping label to return it which I did on May 01 by **** ,To this day I have not received any corespondence from them so I contacted them this morning and was told there was going to be no return as there was a ******************* on it so they considered it used when Idid not use it because it did not fit my leg ,**** unable to fasten it.So I'm out ***** minus a 10% refund which they offered .I can not afford this as I'm a 77 yr old male that suffered a stroke and onGovt assistance so I'm asking for a complete refund .Thank you

  Business Response

  Date: 06/14/2024

  Dear *******,
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration youve faced regarding your knee brace order.
  At BraceAbility, we strive to provide excellent service and ensure our customers are satisfied with their purchases. We are deeply sorry to hear that the brace did not fit properly and that you experienced difficulty in resolving the issue.

  
  To address your concerns, we would like to offer the following solutions:
  - Full Refund: We will process a full refund of $57.28 to your ***** Fargo ATM card, ensuring that you are not financially burdened.
  - Replacement Brace: If you still need a knee brace, we can send you a new one in the correct size at no additional cost. We want to ensure you have the support you need for your knee.

  
  Please let us know which option you prefer, and we will expedite the process to ensure your satisfaction. Our goal is to make things right and provide you with a positive experience with our company.

  
  Once again, we apologize for any inconvenience this may have caused. We value your feedback and your business, and we appreciate your patience and understanding as we resolve this matter.

  
  Best regards,

  The BraceAbility Team

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased an osteoarthritis knee brace for $156.00. At the end of January this year. The brace was complicated due to many different adjustments needed to use it. It did not have any directions for these adjustments included, just tools. I sent a email to the company for directions which they responded very vaguely. I tried the brace 2 different times but wasnt able to fit it correctly. I just wrapped it up and sent it back to them. I never got any confirmation that they received the return and my money didnt show up on PayPal. I sent an email to the company requesting when I would receive my refund. They then sent me a response telling me the brace had been worn and soiled and was unable to be cleaned. They sent a picture of an old worn out brace that didnt look anything like the brace I returned. I escalated a claim with PayPal and was given 21 days to get this resolved or my claim would be closed. I have tried communicating with this company. They just refuse to refund my money and use the picture as evidence and it doesnt identify that it came from me. They have also said they dont return items that were sent for refund. My opinion is that they are using employees in their warehouse to say the item is unsatisfactory for refund or return, or that this is a scam this company uses to get peoples money and not stand behind their product and promises.I just want my money refunded! Other seniors on fixed incomes should know how this company takes advantage. I appreciate that BBB is here for us to make people aware. The picture is one this company sent to me . I purchased this new in January and returned it February 12, 2023.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We ordered a knee brace for my husband from the beactive plus web site on September 27, 2022. You were suppose to be able to try and if it didnt work for you get a money back guarantee. I have tried calling all of the numbers listed for this company and you get nothing but an automated system that takes you around in circles. We would like to return this item and get our money refunded because it did not work as described. Our total cost was $51.14. We just want to return this product and get a refund.

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a air cast, having surgery end of June. I opened box. Tried it on was not comfortable in fact it hurt, so I took it off. I never even walked in the thing!! They are denying the return/refund. I believe this is a way of just not returning my money. I will make it my mission to bad mouth this company and I am in ******************* like me look for a replacement to the boot the provider gave me. I simply wanted a change for when I go to work. You guys are horrible!!!