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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:09/19/2024

    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.
    On 8/24/24 I ordered 4 pair of smooth relief socks thru ******* I was charged ***** for those and immediately charged for a second order of $60.91 for six more pairs which I did not order. . I also tried to cancel everything and was not able to. I did contact the company twice through email and they just sent a generated Nonresponse saying for us to reply again to the email. There is no number to contact. I would like a full refund for everything as the socks are not what they advertised. I never wanted the second order in the first place. Thank you for your help.

    Business Response

    Date: 09/20/2024

    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: 09/20/2024

     
    Complaint: 22309336

    I am rejecting this response because:

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:09/17/2024

    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.
    Placed order for a single item. I have been charged for five items (08/30) which I received and wished to return for a refund. The various contact numbers and instructions do not reference the products. The phone is not answered. I cannot find out where or how to return the items, the address and numbers reference services not products. The five charges to my *********** credit card are from sootherelieve.xt and the chat agent advises that I have the wrong Soothe

    Business Response

    Date: 09/18/2024

    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.

  • Initial Complaint

    Date:09/17/2024

    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.
    On Aug 30 I attempted to order 1 pair of compression socks & was charged with multiple pairs. I began trying to contact the company in multiples ways & was immediately informed they had already processed the ******* there was no way to cancel it.Congratulations on your order, Jan!Your Order Confirmation number: ************* Dear Jan,Thank you for ordering SoothRelieve compress socks!Your order has been already processed and will soon be ready for shipping. You will receive tracking information in your next email.Please take a minute to review the summary below to make sure there are no mistakes in your provided information. Date of purchase 08-30-2024 Order total $71.91 Summary Quantity Price 4 Pairs of Compress Socks M 1 ***** 1 Pair of Compress Socks (Discounted) M 1 ***** Shipping address:Full name:*** ******* Full address:************************************************************************************************************ After receiving the product I attempted a return which they advertise can be made for any reason & received this response.Sahara (SoothRelieve) Sep 16, 2024, 22:02 EDT Hello *****, Thank you for reaching out to us. We wanted to kindly inform you that there's been a dispute initiated with your payment provider regarding your recent orders with us. I want to clarify that once a chargeback process is initiated with your bank or credit card issuer, we are unable to provide any information or process a refund from our end, regardless of the outcome of the chargeback. This policy ensures the integrity and finality of the financial process involved. Should you have any further questions or require additional assistance, please don't hesitate to contact us. Kindly, Sahara SoothRelieve team

    Business Response

    Date: 09/17/2024

    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.

  • Initial Complaint

    Date:09/07/2024

    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 suffer mildly from swollen feet / ankles. I saw their ad. on a trusted site. I responded. I selected to purchase 4 pairs of their compression socks. I selected to pay through ******. Having paid through ******* I was returned to the vendor. A message from the vendor stated that they had reduced the price, was I interested. Thinking that I would save a little I responded "yes". What I had done with that response is purchase another 4 pairs at that price. I am now out of pocket for over $100. Vendor tried to sell various skin products to which I declined. Finally vendor sends a page asking me to check the details. I wanted to cancel that extra 4 pairs but there is no link to make that change. The following day I was sent a mail that stated items had shipped. Tracking that shipment showed that a number had been issued but carrier did not have items. I contacted the vendor and requested a total cancellation and refund. The following day they responded that because more than 6 hours had elapsed since order was placed, cancellation was not possible. Two other exchanges of mail occurred whereby I told them that their site was a scam and I would do all I could to expose them. 5 days later I received a mail stating once again that the item had shipped. This time the carrier had the package. BBB will do well to warrn others of this scam site.

    Business Response

    Date: 09/09/2024

    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: 09/09/2024

     
    Complaint: 22254436

    I am rejecting this response because: The company has responded with word salad as with all previous contacts. My complaint to the company was initiated 5 days before the purchased items were physically shipped

    Sincerely,

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

    Business Response

    Date: 09/13/2024

    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.

    Business Response

    Date: 09/18/2024

    Dear *******,

    I hope this message finds you well.

    Upon reviewing our records, I can confirm that our customer support team has already provided you with the necessary information and instructions for processing your return. If you have any additional questions or need further assistance, please don't hesitate to reach out.

    We appreciate your understanding and look forward to resolving this matter to your satisfaction.

    Customer Answer

    Date: 09/19/2024

     
    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:09/06/2024

    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.
    They charged me twice and almost over $90 for socks and that's not what was supposed to be. It was like $20 and then when the the check out was done it came out to 2 separate order for $90. 8just want my refund because that's absurd.

    Business Response

    Date: 09/09/2024

    Dear *****,

    Thank you for your patience as we reviewed your case.

    I appreciate your understanding and am pleased to confirm that you have accepted our 50% refund offer. Our customer support team is already working on processing this for you, and we will keep you informed of any updates or changes.

    If you have any questions or concerns in the meantime, please do not hesitate to reach out. We are here to help and ensure your experience with us is a positive one.

    Thank you again for your understanding and for giving us the opportunity to make things right.


  • Initial Complaint

    Date:09/05/2024

    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.
    I ordered 2 pair of compression socks, but was charged for and mailed 4 additional pairs of socks. I was expecting to pay appropriately $38. When the confirmed order details appeared, it stated a total of 6 prs and a total charged to my credit card was approximately $78. I have not been able to contact the company to resolve this issue because there is no phone number provided. I want to return 4 pair of socks for a refund. I can not successfully send an email because I have no order number available to me. There was no invoice in the shipment and I did not receive an email with order confirmation. I am frustrated that this happened and is taking so much of my time to resolve. Any help would be greatly appreciated.

    Business Response

    Date: 09/06/2024

    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.

  • Initial Complaint

    Date:08/31/2024

    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.
    I ordered 1 pair of these socks and received 5 pairs. I want to send back all of them because I dont trust their dishonesty regarding it.

    Business Response

    Date: 09/02/2024

    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.

  • Initial Complaint

    Date:08/29/2024

    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.
    On 8/26/2024 I ordered 1 pair of socks for $22.90 from SoothRelieve. My Credit Card was declined and I got a message to "Complete My Order and Claim Free Shipping" for $*****. I approved the use of my credit card for SoothRelieve and completed the order for 1 pair of socks with free shipping. While I was doing this more messages popped up that my Credit Card was not accepted or had insufficient funds which was not true. At that point I gave up and I believed that no order had gone through. Several hours later I got an email saying 6 socks were ordered for $78.80, instead of the 1 pair for *****. I now believe that those messages about my credit card were a ploy to get me to keep clicking the "Submit Order" button and at some point the order defaulted to the more expensive 4 pack of socks. I immediately contacted SoothRelieve via the 2 routes listed on the email to cancel the order. At that time the order had not been shipped and the charge was in "Processing". My credit card company was not able to do anything until the charges posted. On 8/28 the charges were posted. I again contacted SoothRelieve and was told they could not cancel the order as it was shipped. They did not explain why they didn't cancel the order as I first requested on 8/26. The department dealing with disputed charges at ********** is currently closed and I will contact them in the morning.

    Business Response

    Date: 08/29/2024

    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: 08/30/2024

     
    Complaint: 22212612

    I am rejecting this response because:
    This response is similar to other responses that I have received from Soothe Relieve. They are looking into it but essentially nothing has been done.
    Sincerely,

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

    Business Response

    Date: 09/09/2024

    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.

    Business Response

    Date: 09/16/2024

    Dear *****,

    Thank you for reaching out to us regarding your refund request.

    We truly understand your concern and apologize for any inconvenience this may cause.I wanted to inform you that your recent order is currently under review due to a dispute that has been filed. Unfortunately, we aren't able to process a refund while a dispute is open.

    If you have any questions or concerns, please feel free to reach out to us directly at ********************************** and we will be more than happy to assist you.

    Customer Answer

    Date: 09/17/2024

     
    Complaint: 22212612

    I am rejecting this response because: After not getting a credit for the 5 pairs of socks I didnt buy, I filed a dispute of the charge with my credit card company. I was credited with the charge but am waiting for a final decision. This could have all been avoided if I only been charged for 1 pair of socks

    Sincerely,

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

    Business Response

    Date: 09/27/2024

    Dear *****,

    I hope this message finds you well.

    We understand that you have initiated a chargeback or dispute with your payment provider. Please be aware that the outcome of your chargeback or dispute will be decided by your payment provider, and we will abide by their decision. This policy ensures the integrity and finality of the financial process.
     
    Feel free to keep the items in question as you await the final resolution from your payment provider.
     
    We appreciate your understanding and patience in this matter.

    Customer Answer

    Date: 09/28/2024

     
    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:08/27/2024

    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 ordered one pair of compression socks on 8/25 for $15. I immediately received an email that I ordered 4 pairs for $51. I replied immediately to correct the mistake. They emailed back on 8/27 and said my order had already been processed.

    Business Response

    Date: 08/28/2024

    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.

  • Initial Complaint

    Date:08/27/2024

    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.
    My wife ordered some socks online from this SootheRelieve vendor; the quoted price was $17.90, plus $5 delivery, so a total of $22.90. We saw that charge posted to her **** card - but there was also an additional charge - of $39.95 - posted to the card. She never authorized this payment, she doesn't even know what it was for. We attempted to contact the merchant but their phone number is out of service. We have filed a dispute with our bank. We also disputed the "legitimate" charge of $22.90, as we no longer want the product - we refuse to do business with a company that would rip us off like this. If it does show up we intend to return it.

    Business Response

    Date: 08/28/2024

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

Soothe Relieve is NOT a BBB Accredited Business.

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