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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:08/01/2024

    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.
    I purchased one pair of Compression Socks from Soothe Relieve on 7/3/24 for *****. The company ended up sending 6 pairs of socks with no packing slip showing my order and/ or return instructions and charged me twice once for ***** and another for ***** with order number ************* I tried looking for a number and it wasn't on the website. I tried emailing company, and the company responded with a request number each time I emailed them and still no response. I will like the BBB to help me by getting information so I can return product and to receive a refund for *****.

    Business Response

    Date: 08/02/2024

    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.

    Our Customer Support last message for you
    "Hello *******,
     
    Thank you for reaching out to us. 
     
    We understand that you may have missed our previous responses, so we'd like to provide a recap for your convenience.
     
    Im very sorry to hear about your decision to return your order. Don't worry, I can help you with that.
     
    Here is our return address:
     
    *********************************
    **********, ***** 83854
     
    To ensure a smooth return process and expedite your refund, kindly provide these necessary details:
    The tracking number for the returned items. Please note that returns lacking tracking numbers will not be accepted by our fulfilment house.
    The number of unopened package/s you are returning. This information will assist our fulfilment team in promptly processing your return.
    Please securely repackage your product. Ensure that the tracking number of returned items is provided via email within 30 days of receiving your order, and note that we only accept returns for unopened items in their original condition.
     
    You can expect to receive your refund within 7 working days after the items have arrived with us and we checked if they are eligible for a refund. The refund will be credited back to the original payment method used for the order.
     
    Kindly note that:
    (a) your returned shipping fees will not be refunded;
    (b) the original shipping fee will not be included in the refund.
     
    Please let me know if you have any other questions - Id be glad to help!"

    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:07/30/2024

    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 18July 2024 I ordered one (1) pair of socks to try out. On 24 July 2024 I received eight (8) pair of socks consisting of two (2) separate orders of four (4) socks each. I was charged $39,95 for one order and $60.91 for the other for a total of $100.86. I have been in contact with the company and they refuse to refund these purchases. I have reviewed comments made by several other people on their web site most are complaining about the same thing as I am. My complaint is ordering one item and receiving 8 and being charged for all on 2 separate charges. Someone changed the order or the site is so deceptive that people are being duped.

    Business Response

    Date: 08/01/2024

    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:07/21/2024

    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.
    7/14/2024 Ordered pair of compression socks They added and billed for a second pair I did not request I contacted them and canceled the order Product was still shipped and I returned the socks

    Business Response

    Date: 07/22/2024

    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 07/14/24 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: 07/25/2024

     
    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:07/17/2024

    Type:Billing 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 order 1 pair of the socks but then went on banking account & they took out for 1 pair $22.90 & then took out $39.95 for 3 more pair. Didnt even try 1 *********** sent me more & put on my bank account. Wanted to return *********** them back at *********** (refused). They came back to me on Monday 07/08. Got mad now dont even want to try 1 pair! Just want refund & how to send these back. Im 79 & dont want to be taken advantage of.

    Business Response

    Date: 07/18/2024

    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: 07/22/2024

     
    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:07/09/2024

    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 placed an order for 1 set of 4 socks and they billed me for 2 sets. I tried to cancel immediately and they tell me its to late. F*** this company.

    Business Response

    Date: 07/11/2024

    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:07/05/2024

    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.
    Ordered 4 pairs of compression socks. When I finally finished checking out, I was additionally charged for an extra pair of socks, and foot pads which I had no interest in purchasing. I tried to edit the order immediately, but the system would not allow me to do so. Decided to cancel the entire order, waiting to hear back from company.I see this issue is a constant with this company. The order process involves too many windows offering additional products. I believe this is done purposely to trick and defraud customers into buying additional unwanted items.

    Business Response

    Date: 07/11/2024

    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: 07/24/2024

    I am writing to inform you that this case should NOT be closed. The company, Soothe Relief, has not addressed my issues regarding the extra items added to my order nor have they refunded my money.

     

    The company was dismissive of all my communications and refused to refund my money because I paid them through PayPal. Per Paypal's metrics, the transaction was processed correctly and they would not process a charge back.

     

    This company has defrauded me, as they have many other customers through their online order system which defaults to adding additional items to orders.


    --

    Sincerely,

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

    Business Response

    Date: 07/24/2024

    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 want to clarify that once a chargeback process is initiated with your bank or credit card issuer, we are unable to 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. Therefore, any resolution will be conducted directly through their platform

    Should you have any further questions or require additional assistance, please don't hesitate to contact us.


  • Initial Complaint

    Date:06/19/2024

    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 one PAIR of socks for $17.95 and ONE additional pair for a discount of $14.95 from Soothrelive The email order confirmation and my credit card were charged for EIGHT PAIR!!! I contacted them as soon as I received the email and no reply until the next day after they had shipped the order.I am constantly contacting the company but getting no answers.I wanted to return the unopened package when it is received for a reimbursement and they wont even do that

    Business Response

    Date: 06/20/2024

    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.

  • Initial Complaint

    Date:06/17/2024

    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 June 4th i ordered 1 pair of socks from Sooth Relieve.Once the transition was completed through paypal i find 2 charges and total of 5 pair.I immediately emailed customer service and told them what happened. They emailed me 2 days later and said was to late my order was already set. Ok No problem.i am a size 13 the website calls for a size large is 9 to 15.On June 13 I received my package with all 5 pairs and when I tried them on it won't even fit.They barely fit my wife and she is a size 9....So I wrote customer service and they advised to keep the product and refund me 40%.I declined that offer and asked for a return label, **** said that the customer are responsible for returning the items. How can I pay the shipping when it costs $46 and its not refundable?

    Business Response

    Date: 06/18/2024

    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:06/07/2024

    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.
    This purchase from Sooth Relieve was done on June 7, 2024 . I was intrigued by this pop up on ******** because I have incredible pain with my feet due to diabetic neuropathy and I so hoped that their products may be an answer to my painful feet. I ordered one pair, placed all my info in the site, then as it was going into payment mode it popped up more offers available and I wanted to check them out, however as I attempted to look at the offers it seemed to automatically charge me for another grouping of socks. I immediately tried to cancel my whole order but it would not allow me to do so. I am currently filing a fraudulent claim. My charge was for $25.00 and one for $65.00. Sites like this are hard to trust I am extremely disappointed that I fell into this purchase

    Business Response

    Date: 06/10/2024

    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:05/23/2024

    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.
    I recently placed an order with SoothRelieve of ********, **********. I ordered 3 pairs of socks and was charged for 8 pairs. I did not order 8! I tried to cancel my order 1 hour and 22 minutes after the order was placed, and as soon as I read their order invoice/confirmation email sent to me. Again I didnt order 8 pairs. The company opened a ticket when I cancelled the order but delayed the processing of it and eventually responded they cannot cancel my order because its been shipped. I now see this is a common complaint with this company/website. Please help get some action as to my request for refund from this company.

    Business Response

    Date: 05/24/2024

    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: 05/31/2024

    I would still like my case to remain open. I had thought I had one more day to respond to you. 

    I did get a note saying that someone would look into my concerns.  The note was from another person at the company, however the message was they would look into it, but then the remainder of the note was basically the same tone as previous notes...IE I'm out of luck. 

    Can you please follow up with the company. I would like this matter resolved.  I still have yet to see any response, nor my order fulfilled. 

    Thank you. 

     

     

     

    Business Response

    Date: 06/14/2024

    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.

    Business Response

    Date: 06/14/2024

    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.

    Business Response

    Date: 06/27/2024

    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: 06/28/2024

    Hello ****,

    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 05/21/24 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. 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 *************************************

Soothe Relieve is NOT a BBB Accredited Business.

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