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Business Profile

Online Retailer

Soothe Relieve

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 218 total complaints in the last 3 years.
  • 172 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:05/16/2025

    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.
    Purchase was made from SoothRelieve 5/15/25 at approximately 7:15pm and cancelled at 7:49pm. The cancellation was made well within their time limit of 12 hours. I tried to cancel online and by phone several times on both 5/15 and 5/16. I received an email from ***** at 11:27PM, acknowledging my cancellation, but instead presented an offer to discount the ******** purchase was for a single pair of compression socks (~$17 + shipping) $23.98. I learned from **** that my card was charged an additional amount of $42.19, for more items - which were never ordered. The total amount applied to my card was $66.17.On 5/16/25, I received an email marked 12:25PM to advise that my order is on the way, despite my several attempts to cancel my order within the allotted time.

    Business Response

    Date: 05/19/2025

    Dear *****,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  • Initial Complaint

    Date:05/15/2025

    Type:Product Issues
    Status:
    Resolved
    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 made a purchase with this company on May 14th. I ordered 1 pair of the socks but once I received the invoice in my email, I was charged for 5 pairs. I immediately searched for contact information for the company to try to amend my order. I was not able to find any phone number but I did submit a request for assistance on their website. I received emails back asking me to submit a request through their website. After going in circles a few times, I finally had a request in with the company's website that wasn't "resolved" without any solution. They did not answer the request until over 12 hours later. They said the order was already shipped, that could not be cancelled or adjusted, and to process a return with them. The return process is to submit a request on their website. I already have a request ticket open with them to adjust the order so there isn't a different way to get a refund. The process is so confusing and there is no way to communicate to the company. I also was upsold on my order to 5 items without my authorization. I did not request 5 pairs, I know for a fact I only ordered 1 because I wanted to make sure I was getting the right size before getting more. I was getting these socks after a recommendation from my doctor for compression socks with open toes. I cannot afford much so I would never order 5 without knowing if they even work and fit.Their website also notes they we do not provide reimbursement for the return shipping costs of products being returned or exchanged. I didn't order 4 extra pairs so I want that cost to be covered. At this point, I feel like the whole thing is a scam and I want it all refunded back and I do not even want the socks anymore. I do not feel like this company will even provide me with the product that is apparently shipped at this time.

    Business Response

    Date: 05/16/2025

    Dear *******,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/16/2025

     
    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:05/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 two (2) pairs of socks for a total of $30.65. The added on another order of four (4) pairs of socks for an added amount of $42.29. I did not order these other 4 pairs of socks and do not want to pay the $42.29 for them. They already charged my account and my bank cannot reverse the charge. The bank says I have to file a fraudulent complaint against them, which I will also do with my bank.

    Business Response

    Date: 05/15/2025

    Dear ******,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/15/2025

     
    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:05/13/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    See the order.I ordered two pair of socks but was charged for four.I want a refund on the two pair I did not order.

    Business Response

    Date: 05/14/2025

    Dear ****,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/21/2025

     

    SoothRelieve did resolve the issue by issuing a refund that is noted in my bank account.

     

    Thank you for your help in resolving this matter.

  • Initial Complaint

    Date:05/13/2025

    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 ordered socks from ******************************* and they are the incorrect socks. Their website states they have a return policy for 30 days after purchase. I purchased the socks on May 3, 2025. I have contacted the company multiple times through their website since May 8, 2025 and have received no response other than automatic emails. They have no instructions on how to return the items.

    Business Response

    Date: 05/14/2025

    Dear *****,

    We apologize for any inconvenience this may have caused. We understand your concern and value your business with us.

    We are sorry to hear that you have encountered issues with your recent purchase. However, we are happy to inform you that your full refund has been successfully processed for your order and has been credited back to your original payment method.  Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. 

    We appreciate your understanding as we worked to address it, as a token for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Thank you for your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us at *********************************************************************

  • Initial Complaint

    Date:05/09/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 was going to order two pairs of socks. That was about $18. The website leads you to a page where you MUST order additional items to continue, so I stopped my order and didn't confirm the additional items. My order should then not have been processed. I then received an email charging me $83.60. I immediately contacted them to cancel the order but they shipped it anyway.

    Business Response

    Date: 05/12/2025

    Dear ****,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/12/2025

     
    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:05/09/2025

    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.
    I purchased these just a week ago, they came quickly. But when my husband saw that they didn't have toes, he wouldn't even try them on! So I would like to send them back for a refund, but I can't seem to get ahold of a phone number, or even an address. The email address for them won't load on my phone.

    Business Response

    Date: 05/12/2025

    Dear ******,

    We apologize for the inconvenience this may have caused you. We understand your concern and value your business with us.

    Upon full review of your complaint and our records, we are unable to find an order ID with the email and name you provided. Please provide the email address that this order was placed with along with the order ID. Once that information is provided and we can locate the order, this will help us investigate the matter thoroughly and ensure a swift resolution to meet your needs.

    Thank you for your cooperation, and we look forward to resolving this for you. If you have any further questions or concerns, please do not hesitate to reach out to us at *********************************************************************

  • Initial Complaint

    Date:05/07/2025

    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.
    SootheRelieve automatically placed my order for socks while I was merely looking at them as per their email ad to me. They purported to have a special for extra pairs of compression socks. I had ordered a pair a couple months ago and was fairly satisfied with them. I only looked at the email link to see how much another pair would be on special sale. Before I knew what happened it came up as ORDER PLACED. I was only looking at the price!! I tried to cancel immediately but their site wouldn't let me. Eventually, several emails from me and they replied saying the socks were already in the shipping system and can't be canceled. Only option is to return them when I receive them. I just received them today, but not 1 pair or even 2 but 5 pairs of the socks!!! They enclosed NO INVOICE/RECEIPT, so I have NO IDEA HOW MUCH THEY CHARGED MY CREDIT CARD!!! I searched for this info on their My Account page but there is NO INFORMATION!!! NO order history, etc. like all other online companies have. I wrote them online to complain about this lack of access and transparency but they only replied with an AI message on my email asking me to reply to from my email. I did that and now awaiting, but not expecting a timely response or resolution. I saw their ad the first time while playing my online Scrabble. I checked them out but was unaware of their unscrupulous business practices. That's when I ordered a pair of compression socks and was ok with them: though overpriced, they do help with my ankle swelling. I am an elderly senior on a very tight fixed income. I can't afford overpriced items and Fraudulent charges on my credit card. This company is very unscrupulous by baiting people to purchase, unaware and unbeknownst, then not allowing to rescind the order that was not authorized in the first place. Now I won't know how much money I am out til I receive my credit card statement. Don't remember which card I used as Soothe isn't letting me see my account. Please help ??

    Business Response

    Date: 05/09/2025

    Dear *********,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/17/2025

     

    I still have not received the 50% refund of my money that SoothRelieve had agreed to reimburse me for the merchandise I did not order. Hence, please don't close my file until this dispute is resolved.

    Thank you.

    Business Response

    Date: 05/21/2025

    Dear *********,

    We understand your concern regarding the refund for your order. Upon checking our records, we can confirm that Order #************* was fully refunded on our side on May 9, 2025.

    Please note that while the refund has already been processed from our end, it may take a few business days for the amount to reflect in your account, depending on your bank or card issuers processing times.

    We kindly advise you to contact your financial institution directly for further assistance, as they will be able to provide you with detailed information on the status of the refund on their end.

  • Initial Complaint

    Date:05/07/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered one pair of socks for $17.00. The company added several more pair of socks to the order without my permission, total $100.71. I immediately cancelled the order but they told me it had already shipped. This is obviously a scam. Would like a refund immediately! Thank you.

    Business Response

    Date: 05/08/2025

    Dear *******,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/12/2025

     
    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:05/07/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 did not order these socks nor did I give my bank information for a purchase. I was only looking at these socks. How 4 pair got ordered is a mystery to me. I did not set up an account with Sooth ********************** from ********** ID. Do I return the socks now or wait for the refund.Thank you ****** ******

    Business Response

    Date: 05/08/2025

    Dear ******,

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 

    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.

    Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.

    If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

    Customer Answer

    Date: 05/08/2025

     
    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,

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

Soothe Relieve is NOT a BBB Accredited Business.

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