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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

  • 231 total complaints in the last 3 years.
  • 175 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:10/10/2024

    Type:Sales and Advertising 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 an item online tonight, they charged me for four. After trying to get my bank to stop the transaction, they wont until its posted, I told them this was fraudulent. I looked at the BBB site and almost every complaint against SoothRelieve is this same thing. These people make all internet marketers look like criminals!

    Business Response

    Date: 10/10/2024

    Dear M.A,

    We sincerely apologize for any inconvenience you may have experienced.


    To ensure that we resolve this matter swiftly and to your satisfaction, we recommend reaching out to our dedicated customer support team. They are well-equipped to assist you with any questions or concerns you may have regarding your case.

    Please don't hesitate to contact our customer support team [email protected]. Our representatives will be more than happy to assist you and provide you with the necessary support.


    Thank you for your patience and understanding.

    Business Response

    Date: 10/22/2024

    Dear M.A,

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

  • Initial Complaint

    Date:10/05/2024

    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.
    Same complaint as others. Ordered one large and one medium pair. Charged my credit card $60 and sent me 4 pair of large. Notified them and got one response that they received my complaint and that was that, never heard from them again. This company is total rip off.

    Business Response

    Date: 10/07/2024

    Dear Glen,

    I hope this email finds you well.


    We wanted to provide you with an update regarding your inquiry. We understand that you have an ongoing inquiry with our customer support team. Rest assured, our team is diligently working on resolving your issue and providing you with the necessary assistance.

    We appreciate your patience and understanding throughout this process.

    If you have any additional questions or concerns, please feel free to reach out to our customer support team at [email protected] directly. They are dedicated to ensuring that your needs are met and that your inquiry is addressed in a timely manner.

    We value your business and look forward to resolving your inquiry to your satisfaction.

  • Initial Complaint

    Date:10/04/2024

    Type:Delivery 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.
    This transaction was moments ago. I ordered 1 set of 4 large compression socks from SootheRelief but was billed for 2 sets. When I tried to adjust the order there was no opportunity to do so except be sent to their help center. There is no phone #. I could not fill out all of the required fields because I didn't have an order # which I had not yet written down anywhere because it all happened so fast. Please understand, I am an intelligent, mentally stable and capable 66 year old adult who knows how to avoid scams. I think I was just scammed and I am angry because it would appear that they have made it nigh impossible to contact them. If I ran a business and desired happy, repeat customers I would make it as easy and straightforward as possible for people to contact me. This is just the opposite.

    Business Response

    Date: 10/07/2024

    Dear Allan,

    We sincerely apologize for any inconvenience you may have experienced.


    To ensure that we resolve this matter swiftly and to your satisfaction, we recommend reaching out to our dedicated customer support team. They are well-equipped to assist you with any questions or concerns you may have regarding your case.

    Please don't hesitate to contact our customer support team [email protected]. Our representatives will be more than happy to assist you and provide you with the necessary support.

    T

    hank you for your patience and understanding.

  • Initial Complaint

    Date:10/04/2024

    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 purchased 2 socks on 4/10/24.they have charged me twice including another transaction for 4 socks which i never ordered.I am trying to reach out to them through email requesting them for a refund within 6 hours of purchase.There is no reply from them.The order hasn't been shipped yet and i wanna cancel the order and get full refund as i feel being cheated charged twice.

    Business Response

    Date: 10/07/2024

    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: 10/07/2024

     
    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:10/03/2024

    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.
    Thought I had ordered 2 pairs of socks and bill ended up being 180$. Would like to know why so much when the ad clearly showed a much lower price

    Business Response

    Date: 10/04/2024

    Dear *****,

    We sincerely apologize for any inconvenience you may have experienced.

    To ensure that we resolve this matter swiftly and to your satisfaction, we recommend reaching out to our dedicated customer support team. They are well-equipped to assist you with any questions or concerns you may have regarding your case.Please don't hesitate to contact our customer support team ************************************** Our representatives will be more than happy to assist you and provide you with the necessary support.

    Thank you for your patience and understanding.

    Customer Answer

    Date: 10/04/2024

     
    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:10/02/2024

    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 ordered one pair of socks from SoothRelieve and upon trying them on, I could not fit them on comfortably. Instead of one pair being received, I received 2 pairs with the second pair costing about $7 more than the first pair. I want to return both pairs with a full refund, but have tried to contact the company with no success. I will attempt to mail the socks back, but have no assurance what the outcome will be. Meanwhile, I have talked to my credit card company and have had the charges deleted.

    Business Response

    Date: 10/03/2024

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


  • Initial Complaint

    Date:10/02/2024

    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.
    On September 8, 2024 a pop-up ad appeared in my social media. I reviewed the product being sold and wanted to inquire about the delivery cost to my location as the item sat in my cart while investigating the delivery cost. The item was put through automatically and furthermore into a AutoShip program without any knowledge of mine .. I did not initiate this or authorize this the order and yet it was was put through and the company says I was the one who placed the order. Their cart is set up to grab without confirming the charges first. when I realized what was happening contacted the company immediately to tell them there was a mistake and I do not wish to have this order put through two days. They told me that it was too late and that the order had already shipped , I opened up complaint dispute resolution with ****** the method at which I was charged

    Business Response

    Date: 10/03/2024

    Dear ******,

    I hope this email finds you well.

    We wanted to provide you with an update regarding your inquiry. We understand that you have an ongoing inquiry with our customer support team. Rest assured, our team is diligently working on resolving your issue and providing you with the necessary assistance.We appreciate your patience and understanding throughout this process.

    If you have any additional questions or concerns, please feel free to reach out to our customer support team at ************************************* directly. They are dedicated to ensuring that your needs are met and that your inquiry is addressed in a timely manner.We value your business and look forward to resolving your inquiry to your satisfaction.

    Customer Answer

    Date: 10/03/2024

     
    Complaint: 22369771

    I am rejecting this response because: this company has refused to accept the conditions of the complaint. Their letter response has zero details on how they will resolve the issue. They've refused to accept that they conned me, they have refused to process a refund. 

    Sincerely,

    ****** *****

    Business Response

    Date: 10/08/2024

    Dear ******,

    Thank you for reaching out to us.

    We wanted to let you know that we have received your concern regarding your order. Our dedicated customer support team is currently reviewing your case to ensure it is resolved as quickly and efficiently as possible.We understand how important this matter is to you, and we appreciate your patience while we work on it.  

    If you have any further questions or need immediate assistance, please do not hesitate to contact us at ************************************* Thank you for your understanding and cooperation.

    Business Response

    Date: 10/08/2024

    Dear ******,

    Thank you for reaching out to us. Our customer support team is currently looking into this matter and will update you as soon as we have more information.
    We appreciate your patience and understanding. If you have any additional questions or concerns in the meantime, feel free to reach out to us.

    Customer Answer

    Date: 10/08/2024

     
    Complaint: 22369771

    I am rejecting this response because: they had made it clear that they've refused to refund me because I started a claim with PayPal. 

    Sincerely,

    ****** *****

    Business Response

    Date: 10/11/2024

    Dear ******,

    Upon checking with our team, there is still no update from your bank indicating that the dispute has been closed. We must wait for a resolution from your payment provider before we can proceed further.
     
    Your understanding is highly appreciated. 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: 10/11/2024

     
    Complaint: 22369771

    I am rejecting this response because: this is simply untrue. They keep saying there was a 'chargeback' however the purchase was put through ****** without my ability to confirm the charges and ****** has closed the case over a week ago .. ****** has acknowledged their failure to understand the spectrum of the issue yet they assure you Serenity Strip is lying .. there is no, never has been, a chargeback 

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:10/02/2024

    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 ordered 1 pair of soothe relief compression socks put in my **** number and instantly was charged 84 dollars and change, after several communications with this company I firmly believe they are just flat out robbing people, the charge should be 17 plus shipping.

    Business Response

    Date: 10/03/2024

    Dear *******,

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

    In order to assist you promptly, could you please provide the order details, such as the following order details:
    Name:?
    Order ID:?
    Email Address: 

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

    Customer Answer

    Date: 10/03/2024

     
    Complaint: 22369645

    I am rejecting this response because: I have sent no less than a dozen emails and text messages with either no response or vague or totally invalid and usable information,  ie wrong phone number or unless tracking number,  there are hundreds of complaint on ******** and over 90 on trustpilot all saying the exact same thing , " I ordered 1 pair and they took 87 to a hundred dollars out of my account" now no one can get a hold of soothe relief or can't get a refund or haven't got their orders. The only name I've got is Jonber and have texted several times. There are people who have waited alot longer than me. To me this is is simply theft probably from mostly elderly people.

    Sincerely,

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

    Customer Answer

    Date: 10/07/2024

    They said , I will be 7 to 12 business days for the refund and 12 to 15 weeks delivery for the socks , I know I can get the same product at ****** on 3 days,  soothe relief is a scam. 

     

    ******* Armstrong 

  • Initial Complaint

    Date:09/26/2024

    Type:Sales and Advertising 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.
    Soothe Relieve I had placed an order from this company for 4 items. I cancelled them 3 minutes after and placed an order for 2 items. I spoke online to a customer service representative and was told my order had been cancelled and that I would get 2nd order. The transaction was done on September 17th 2024. I have since tried to contact them it wont go through. I havent received anything nor has my $193.10 been refunded to my checking account. Is there any possible dream Ill ever see anything back?Ripping off a disabled senior on Social Security is plain wrong!

    Business Response

    Date: 09/27/2024

    Dear *****,

    We apologize for the inconvenience this may have caused you.

    We understand your concern and value your business with ***** order to assist you promptly, could you please provide the order details, such as the following order details:Name:?
    Order ID:?
    Email Address:?

    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:09/25/2024

    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.
    Order placed via internet on ************* order was attempted but rejected by my bank .. I then acknowledged that it was okay to process. I was told to reenter the order.I reentered the order .. I then received two confirmations .. both with an extra 4 units added to each of the orders I have sent emails to the SoothRelieve explaining the situation and requestion refund and have received no reply.I have called the # that my ************ tells me to call ************ and that number is not reachable.There is no other way to contact these people .. All I want is a refund .. please help

    Business Response

    Date: 09/26/2024

    Dear Don,

    I hope this email finds you well.

    We wanted to provide you with an update regarding your inquiry. We understand that you have an ongoing inquiry with our customer support team. Rest assured, our team is diligently working on resolving your issue and providing you with the necessary assistance.We appreciate your patience and understanding throughout this process.

    If you have any additional questions or concerns, please feel free to reach out to our customer support team at ************************************* directly. They are dedicated to ensuring that your needs are met and that your inquiry is addressed in a timely manner.We value your business and look forward to resolving your inquiry to your satisfaction.

    Customer Answer

    Date: 10/02/2024

    that they have a very dishonest website and ordering system and most info that is available for customer support is false or does not work and when you get a hold of them, they could not give a **** for customers .. everything is customer issue .. and nothing sticks to them.

     

    They are not people of their word.

Soothe Relieve is NOT a BBB Accredited Business.

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