Online Retailer
Soothe RelieveThis 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 ComplaintThe 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:04/10/2024
Type:Delivery IssuesStatus: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.
Ordered three pairs of these socks my charged *****.....but I only received one pair just today........have called all over today to no avail....please help!Business Response
Date: 04/11/2024
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:?
Phone Number:
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:03/27/2024
Type:Sales and Advertising IssuesStatus: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 3/23/2024, I ordered one pair of compress socks, with mailing, the cost should have been no more than $25. My bill of $100.86 which was paid by my PayPal, consisted of 4 pairs of compress socks and 4 pairs of compress socks(Discounted)M. I did not add the additional items to my order.On 3/27/2024, I received an e-mail from SoothRelieve stating that they could not amend my purchase because "their order processing system has already completed the necessary steps for the order." On 3/23/2024, immediately after being aware of this possible scam, I contacted PayPal who opened an investigation on this overcharge.Business Response
Date: 03/28/2024
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 23rd of March and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at **********************************
Initial Complaint
Date:03/17/2024
Type:Product IssuesStatus: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.
Purchsed 4 pr of socks on 22 Feb 2024 Received the order but they did not fit so coordinated with vendor to return he requested tracking number for return which i provided it was ********************** They received it on 6 march 2024 I have been following up almost daily with email as they do not provide any phone number , The response is an automatic email always saying they are waiting for item no person involvement they assigned request number ****** Just want my money back to be refundedBusiness Response
Date: 03/18/2024
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 03/18/24 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: 03/19/2024
I want to thank and really appreciate you for your help in obtaining my refund . It was received .
Case can be closed
Initial Complaint
Date:02/24/2024
Type:Delivery IssuesStatus: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.
Date February 24/2024 Have charged me for an order I did not make. (order ******* with their confirmation *************Business Response
Date: 02/26/2024
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 24th of February and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at **********************************
Customer Answer
Date: 02/26/2024
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:02/15/2024
Type:Delivery IssuesStatus: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 1 pr of compression socks from Sootherelieve to try out, if I had liked them and they did what the firm stated they would I would have ordered more.Also there was no indication the price was in US dollars.I checked my email to find they had charged for 1 pair at ***** and charged separately 4 pairs at 39. 95 turning into approximately 104 ** dollars. If I had ordered 5 it would have been deducted as one amount Order number is ************ Why would anyone buy 5 of something like compression socks without first trying them for size and effectiveness.I have emailed them for a refund. Thanks ********Business Response
Date: 02/16/2024
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 on the 5th of February and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at **********************************
Initial Complaint
Date:02/15/2024
Type:Product IssuesStatus: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 Feb. 4, **** I ordered 4 pairs of compression socks for $60.91 and 4pairs of compression socks for $39.95 from Soothe Relief. The first order arrived on Feb. 10, ****. After opening I found the socks were not even good compression socks. They were not helpful for my feet and were not as advertised. I wrote and told them I would return the socks and I wanted a refund. While waiting for a response they sent me the second order. That arrived on Feb. 14,****. I did not open that order. This morning they sent me instructions on where and how to return them. They made it clear that in order to get a refund they have to find them fit for a refund. They wanted unopened packages. How do you decide if they are what you need if you do not open the package. My bank account showed 3 orders instead of 2. The third order is for $60.91. I never ordered a third order. They offer you 40% refund if you *** return them. It doesnt sound like you can get a refund if you return the socks since they can find them unfit for return but do you get a 40% refund if you *** return them. What is the best thing to do. Order #******* Confirmation #*************Business Response
Date: 02/16/2024
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 4th of February and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at **********************************
Customer Answer
Date: 02/16/2024
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:02/14/2024
Type:Delivery IssuesStatus: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.
THE BUSINESS I HAVE A COMPALINT WITH IS SOOTHRELIEVE AND THE DATE OF TRANSACTION WAS JAN. 28, 2023. i PURCHASED 7 PAIR OF COMPRESS SOCKS SIZE LARGE FOR A TOTAL OF $90.86 U.S. FUNDS PLUS HAD TO PAY $22.81 CAN. FUNDS FOR DUTY. THE ***** NUMBER IS ******* AND THE TRACKING NUMBER THEY PROVIDED WAS *************. WHEN I PICKED UP THE ***** AT THE POST OFFICE I REALIZED THEY SENT ME TOTALLY DIFFERENT PRODUCT, INSTEAD OF SOCKS I RECIEVED 10 PACKAGES OF FOOT CLEANSING PADS. I'VE TRIED NUMEROUS TIMES CONTACTING THEM BY EMAIL AS THERE IS NO TELEPHONE NUMBER AVAILABLE WITH NO RESULTS.Business Response
Date: 02/15/2024
Dear *****,
We understand the inconvenience this has caused you, and I want to assure you that we take this matter very seriously.
We apologize for any frustration or inconvenience this may have caused with your recent purchase.
Our team has thoroughly investigated the issue and in recognition of the inconvenience caused I'm pleased to inform you that we already successfully processed a full refund for your order on the 28th of January 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.
Your satisfaction is our top priority. Whether you have questions or require support, we are here to help you may reach us at **********************************
Customer Answer
Date: 02/21/2024
Issue resolved thank you for all your help!Customer Answer
Date: 02/21/2024
Issue resolved thank you for all your help!Initial Complaint
Date:02/11/2024
Type:Sales and Advertising IssuesStatus: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 30.1.24 I believed I was transacting for one pair of socks to try out, however I was invoiced for 5 pairs even after I had declined their numerous offers of other goods. I did not have access to a shopping cart so I couldnt amend the order back to one pair. Within minutes I checked my bank account and ********************** had accessed my money for $ ***** ********** dollars, I immediately went to their website and requested a cancellation of the whole order. I received a email creating a ticket of cancellation (******). After this I received no further communication despite me sending them emails almost daily requesting cancellation and a refund.This business has done nothing to resolve the issue Im having with them.On the 6th of February I received an email denying my refund, I saw on their website that customers have 6 hours to cancel their order which I was well within they have not justified why they are denying my cancellation.To make matters worse the ticket number I have been given to track my order doesnt exist. As far as Im aware they have not sent anything which Im pleased about as perhaps it might make it easier to get my money back.My daughter the lawyer found your website and Im so glad she did, Im a pensioner and cant afford to be ripped off like this and Im hoping that you will be able to assist me.Kind regards ******* BTW it probably doesnt matter but my post code is ****, your website insisted on 5 digits.Business Response
Date: 02/12/2024
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 29th of January and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at **********************************
Customer Answer
Date: 02/12/2024
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.
I await the full refund and want to be removed from any mailing lists that I may have been put on.
Sincerely,
***************************Initial Complaint
Date:01/22/2024
Type:Product IssuesStatus: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 have already posted my complaint with this company. The items were returned per company guidelines within 3 days of receipt unused in original packaging at a cost to me of ***** for tracking and postage. They have not credited me back per their agreement and the BBB posting indicates they credited me back the full amount and as a Gift I can keep the socks- they have the socks- I have no credit! This case is unresolved. Soothe Relieve ticket # ****** Charged to my PayPal acct on 12/28/2023 and cancelled 12/28/2023 RETURNED ITEMS immediately upon receiving JANUARY 10, **** *** GROUND Tracking #**********************Business Response
Date: 01/23/2024
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 full refund has been successfully processed on our side 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: 01/23/2024
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,
*************************Customer Answer
Date: 01/23/2024
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:01/10/2024
Type:Delivery IssuesStatus: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.
Soothe releive is scam. On 27th Dec 2023 I ordered 1 pair of socks $17.95 plus postage $4.95. Order no. *******. Deceptive process for ordering as immediately I was informed that my order was for 8 pairs. I did NOT order 8 pairs & could not cancel as my order had been "shipped" 2 minutes after I received my confirmation. Scammers! My credit card has been charged $Aus ******+ & I'm now concerned that this company has my credit card details. I want a refund now. Please any help would be appreciated. ThanksCustomer Answer
Date: 01/11/2024
Thank you BBB for helping me with Sooth Releive complaints.
They are refunding my charges apparently, so I will inform you when I do receive them.
Your help is greatly appreciated.
Regards
*********************Business Response
Date: 01/11/2024
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 27th of December 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.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.