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:08/27/2024

  Type:Delivery 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 a single pair of socks from this company. The cost was supposed to be $17.95 plus $5.00 for shipping. My cart showed a single pair of socks. I completed my order and immediately got a receipt in my email for four pairs of socks for $60.91. I attempted to cancel my order numerous times within minutes of getting my receipt. I sent Sooth Relieve customer support several emails to cancel this order.I received an email today (RE cancel my order) that stated Your request (*******) has been updated. To add additional comments, reply to this email.I then immediately received an email that stated Your order is on its **************** with a provided tracking number. I have replied to that email (as instructed) and received the following Hello,Thank you for reaching out.I have escalated your concern to the team member in charge.We acknowledge the urgency and importance of your inquiry, and they will be in touch with you shortly.Thank you for your patience.Kindly,SoothRelieve SupportIt is clear from the complaints I have located on BBB that this is a common issue with this company.

  Business Response

  Date: 08/28/2024

  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 on the 08/23/24 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: 09/02/2024

   
  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:Service or Repair 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.

  On 8/26/24 I ordered 1 pair of socks for the advertised price of $17.95 plus $4.95 shipping and moments later I got an alert from my credit card company saying that I was charged $60.91. I am unable to contact the company to correct or cancel the order.

  Business Response

  Date: 08/28/2024

  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:08/27/2024

  Type:Delivery 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.

  Sootherelieve is a company that comes up every time I open ****** to play Wordle. The company sells compression socks, which I thought might help my husband. I decided to order 4 pairs of the socks. My credit card was charged 4 times for multiple orders within an hour after I ordered 4 pairs of socks. The first order was confirmed and I received an email shortly thereafter that I had left items in my checkout. I processed again and the nightmare ensued. Getting 4 charges for. $60.91, $51.95, $36.95, and $51.95. I was refunded for $51.95 and $36.95 but have been trying to get the 8 pairs of socks that were shipped after cancellation within an hour returned and refunded for almost 10 days. AND I am not being refunded shipping costs. STAY AWAY FROM THIS COMPANY! $112.86 for 8 pairs of socks that I just found out ******* sells for $10.99 for 4 pairs!.I totally understood the refund policy of the company that return shipping costs would not be paid, but the policy allows orders to be cancelled. My order kept getting processed and ultimately 2 orders were delivered that were supposed to be cancelled. I have over 30 pages of emails, where I have been offered to keep the socks and get a 50% refund!!!The socks may be wonderful, but the ordering system and the emails contending socks are left in my cart AFTER my order has already been processed.causing multiple orders is scandalous.I sent 8 pairs of socks back today, but it cost $15.70additional dollars. My $112.86 is being held hostage until the company verifies all 8 pairs are unopened, unused, in their original packaging.which they absolutely are! Have no idea when Ill get my refund.

  Business Response

  Date: 08/28/2024

  Dear ******,
  
  Thank you for reaching out to us.

  We apologize for any inconvenience caused by the initial issue.We are pleased to confirm to you that we have received your request, and after a thorough inspection, the refund has been successfully processed on the 08/18/24 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 caused. We appreciate your understanding throughout this process, and we're grateful for the opportunity to address your concerns. If there's anything else we can assist you with or if you have additional questions, reach out to us at *************************************

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22201304
  
  I am rejecting this response because:
  I agree I was refunded for $51.95 and $36.95 on 8/14 but I have been trying to get the 8 pairs of socks that were erroneously shipped after cancellation within an hour returned and refunded the $112.86 remaining charges on my credit card ($60.91 and $51.95=$112.86) as well as  the $15.70 postage to return the erroneous shipments for a total of $128.56 which I stated in my BBB complaint.
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2024

  Dear ******, 
   
  I am sorry that the situation has caused you any issues.
   
  Please be reminded that we had previously provided you with return instructions stating that all products should be returned in good condition and unopened/unused to ensure full credit. This includes understanding that customers need to contact support for the return address and instructions, accepting responsibility for the cost of return shipping, acknowledging that we cannot refund or replace used items, and the original shipping fee of 4.95 USD is non-refundable. 
   
  Rest assured that a full refund of the unused items has already been issued, amounting to $107.91. You can expect the credited amount to be returned to your original payment method within 7 business days.
   
  We appreciate your understanding. If you have any further questions or require assistance, please don't hesitate to reach out to us.
   

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22201304
  
  I am rejecting this response because:
  I agree that I was finally  refunded for the 8 pairs of socks erroneously shipped as well as the 8 pairs of socks that were correctly cancelled. However the refund on the returned socks was reduced by the companys $4.95 shipping charges. 
  
  My issue has ALWAYS BEEN that the company agreed to cancel ALL orders the day my credit card was charged 4 times for 4 orders of 4 socks, instead of one order for 4 pairs of socks! 
  
  The emails I received after my first purchase that said the socks were still in my cart and I needed to process the order again are a flagrant deceptive business practice that results in multiple orders, followed with offers to keep the socks at a discounted rate rather than return for a refund!!! This is a terrible way to keep customers money
  
  I am aware of their policy to not refund shipping charges on returns, but the socks were ERRONEOUSLY sent to me after I was told that the ORDERS would be cancelled. It was NOT MY FAULT that they shipped 2 of the 4 orders that were supposed to be cancelled.

  When I got the shipping notification on 2 orders the next day I was FURIOUS!!! I am asking for them to on refund me the $4.95 they deducted from my credit card refund as well as the $15.70 I had to pay to return the 8 pairs of socks. The company still owes me $20.90 for their mistake
  Sincerely,
  
  *************************

  Business Response

  Date: 09/11/2024

  Dear ******,
  
  We hope this message finds you well. We would like to remind you of the return instructions we previously provided. To ensure a full credit, all products must be returned in good condition and remain unopened or unused.

  Please note the following important details:
  Customers are required to contact our support team to receive the correct return address and instructions. Customers are responsible for the cost of return shipping.

  Unfortunately, we are unable to refund or replace any items that have been used.

  The original shipping fee of $4.95 USD is non-refundable.

  We want to reassure you that a full refund for the unused items has already been processed.

  
  

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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.

  *********************** has been double charged by Soothrelieve*XP on Cabela Credit Card and *****************

  Business Response

  Date: 08/22/2024

  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:08/14/2024

  Type:Delivery 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.

  On 8/13/2024 I attempted to purchase one pair of ankle compression socks for $17.95 plus $5.00 shipping. A credit card spending alert showed additional ******** of $39.95 and $60.91 for this transaction. I attempted to cancel the order less than two hours later, well within the 6 window the merchant allows, but was told via email the next day that the order was already shipped. This apparently is this merchants M. O. as I now understand it. I contacted **** who said charges are still pending but will investigate further

  Business Response

  Date: 08/15/2024

  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: 08/26/2024

  Additional information: they have accepted my return but at my cost ($9.00) and they will deduct their initial shipping charge (despite the fact I had ordered only one pair).  At least the socks will stay out of the landfill.

   

  The takeaway:  always check the BBB website before buying anything.

  They have been invaluable in assisting me with this issue

• Initial Complaint

  Date:08/13/2024

  Type:Billing 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.

  I was billed on my **** credit card for $60.91 for socks I did not order. When I saw the charge on card and didn't recognize I researched and found charge was for compression socks. I did not order the socks so I filed dispute with credit card *** After filing dispute, I received socks in the mail and tried to contact seller and couldn't find any information to contact. Should I return socks? I opened package because I wasn't sure what it contained. If I return, I will be responsible for returning and will have to pay to return. I was unable to contact *** to have them pay for return charges.

  Business Response

  Date: 08/14/2024

  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:08/08/2024

  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.

  I ordered the SoothReleve*xt product on June 22, 2024 at 11:28 a.m; for a cost $14.90 US; I should have paid only $14.95 US ($20.95 CAD) which I did get charged but additionally, at exactly the same time (11:28 a.m. on June 22) I was charged $60.91 US ($85.65 CAD) and when I receivedI my order I received 4 pairs of these diabetic socks. I was charged for socks I hadn't ordered and in testing out one pair I find there is no truth to the advertising and there is absolutely no benefit to the product. I wish to return everything for a full refund but I cannot find an address, nor contact information to facilitate my request for a refund.

  Business Response

  Date: 08/09/2024

  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.

• Initial Complaint

  Date:08/07/2024

  Type:Delivery 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 7th August 2024 in morning, I received a text message to check out more savings on their compression socks as I had purchased 1 pair previously.I was on their website looking at what was on offer. I originally clicked 1 pair of the socks and it went to next page. It offered more discounts on top of my order. I decided I didn't want to keep scrolling or order another pair of socks then so I "exited" out of the whole page, internet.Next thing I know I get a confirmation email 7.57am #******* or ************* for 1 pair socks plus a 4 x Pk of socks totalling $49.85! Like what?? I never even completed the order, let alone provided my bank details and address. That's not on. So I emailed straight back within 20mins of the confirmation email to explain i never ordered, to cancel the ************** please. I get no response until that afternoon at 4.10pm stating my order is on its way! The whole day, no one looked at or acted on my email.So I fill out the link on enquiries in website to remind them of email I sent. Got email back saying I have to email them, not go thru link. So I email again with screenshot of original 7.57am email. I get response, sorry your order is on its way, nothing we can do about it basically. I respond and remind them again what happened. They committed FRAUD. Not my fault goods left as I notified them in time. Response back is basically calling me a liar, I did place an order. Give the items away. I respond again - no, no. Obviously website glitch? I definitely did not order and I would remember if I gave my bank details. Plus why would I order that much? They charged me without my authorisation and are not taking responsibility for that, plus for not getting to my request to cancel in time. I am going to take further as they won't budge. I am getting irate in my responses now. Sorry

  Business Response

  Date: 08/08/2024

  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: 08/08/2024

   
  Complaint: 22109322
  
  I am rejecting this response because: you are basically giving me another email address for the customer support team , yet it's the customer support team that I have been dealing with all along.  The representative will not listen or accept my explanation as to why I want a refund. You say they are diligently working behind the scenes to help come to a decent outcome etc, yet I assure you they are not.  I did not place the order, I definitely didn't give my bank details.  How you received the order I don't know- website issue??  Ask IT ? Anyway despite how you received the order- I responded in a quick and timely manner to delete and cancel order and refund.  It is not on me that your company did not act in time to stop the order and payment start delivery.  It was approx 8hrs since the order placed and I received delivery details.  Too long to act.  I have provided a solution to your representative to which no reply.   At this stage, I want refund ASAP please and if you can provide a reply paid address,  then I will return goods when I receive them. You must understand as well , the conversation rate of this purchase is more than $50 on my end.  I would nevrr had ordered that much.  I hope this can be resolved and you understand my issue and take ownership of your company's error with all this.
  
  Sincerely,
  
  ******** (******) ********

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising 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.

  Same as with many of the other complaints . I ordered one pair of socks, they billed me for 4. Site said could cancel order within 6 hours which I did but then got email that it was too late to do so. I wish I had checked bbb site before ordering!! I have exchanged many emails and they say they cant credit me. Pursuing with my credit card co. The site does not allow for a final review of your order and when you press place order it has added items and charged you more with no recourse. Its really a scam.

  Business Response

  Date: 08/07/2024

  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: 08/08/2024

   
  Better Business Bureau: 

  I have received another response from the business giving me a 50% credit and I can keep the merchandise which I have accepted since I would have had to pay return shipping fees and have already paid initial delivery fees. 
  
  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:08/01/2024

  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.

  On the evening of July 24 2024 I tried to order 1 pair of compression socks from SoothRelive. After I pressed the rectangle that said 1 pair of compression socks all of a sudden another rectangle appeared that said order 4 pair and save. I tried over and over to go back to 1 pair. So I kept scrolling thinking I could fix it at checkout. But there were several other rectangles that appeared on the screen saying buy click yes and complete these words were in bright red words. Directly under were the words no thanks in gray letters. I continued to scroll hitting no thanks Finally at the end of every thing I clicked complete thinking there would be a bill of sale and a receipt with a confirmation number. So my son tried because he knows computers better than me. He said I dont think you ordered anything. Theres no proof of purchase. But when I checked my bank account there were 3 charges for ***** and 1 was pending. Then there were 2 charges for *****. There was a phone number but it was fake. Later I received a text message in my phone with links to get tracking numbers. When I saw this I went to the bank. There were more phone numbers on soothrelieve website none worked. The bank cancelled my debit card and issued a new one. She advised me not to click links. She said this is definitely fraud I am referring you to fraud department. On July 31 2024 I received a package. It looked like lots of socks but didnt open it. Wrote return and refused on package. Took pictures of package and went to post office to return product. Now the mid Florida credit union is investigating the purchase. Somehow they got tracking numbers and said you double ordered. The *********************************** wrote a long explanation saying I double ordered. I called credit union to see what was going on because the pending charge of ***** pending was gone and ***** and ***** was gone so only half was returned ***** and *****. Credit Union said they are not finished. they dont know everything

  Business Response

  Date: 08/02/2024

  Dear ******,

  Thank you for reaching out to us.

  We apologize for any inconvenience caused by the initial issue.We are pleased to confirm to you that we have received your request, and after a thorough inspection, the refund has been successfully processed on the 08/01/24 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 caused. We appreciate your understanding throughout this process, and we're grateful for the opportunity to address your concerns. If there's anything else we can assist you with or if you have additional questions, reach out to us at *************************************