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Business Profile

Online Retailer

Soothe Relieve

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 231 total complaints in the last 3 years.
  • 175 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/23/2023

    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 LOOKED AT PRODUCT ON LINE.....I WAS GOING TO ORDER 1 PR. AND I ENTERED MY CREDIT CARD....(which i should of never done) I THOUGHT I HAD CANCELLED IT.....BUT NO I RECEIVED 5 PAIRS !!!! WHEN I RECEIVED I OPENED PACKAGE.....I DIDN'T EVEN OPEN THE INDIVIDUAL *****....I CALLED AND ASKED TO RETURN THEY TRIED TO OFFER 40% OFF......I DIDN'T WANT THE ***** AT ALL!!!! I SENT THEM BACK ON SEPT 22,2023 THEY RECEIVED ON SEPT 26 @ 8:17 AM ! I HAVE TRIED TO CALL....YOU CAN JUST LEAVE A MESSAGE AND THEY WON'T CALL BACK.....I HAVE ALREADY PAID !!! IT IS NOW OCT 23,2023.....I JUST WANT MY CREDIT....I DON'T THINK THIS IS A HONEST COMPANY.....PLEASE HELP ME

    Business Response

    Date: 12/28/2023

    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 September 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:10/23/2023

    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.
    October 10, 2023 I put an order for ONE PAIR of neuropathy socks at $17.95, upon completion of the order form, i was immediately charged and the invoice read $60 for 4 pairs instead of one. I tryed filling out several forms canceling the transaction only to find out that the order was in the act of leaving their facility. I emailed several contacts in return only to find out that it was their policy not to give a full refund. I was told that the package received and sent back immediately without opening was opened by them and told me it was used. After severals weeks only sent $41 back to my card. A totally poor customer service department and poor policy excuses and want my full refund!

    Business Response

    Date: 12/28/2023

    We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring.



    We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. 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 [email protected]

    Customer Answer

    Date: 12/28/2023

     

    Complaint: 20769013



    I am rejecting this response because:

    You took back the product and claimed that i opened the package to which i did not, you still keep a minimal payment for which i received nothing but aggravation and no product



    Sincerely,



    Jeffrey Teixeira

    Business Response

    Date: 01/11/2024

    Dear Jeffrey,

    We appreciate your feedback and are committed to ensuring your satisfaction.

    Our records indicate that a full refund has been processed dated $41.97 10/22/23, $13.99 10/26/23 and  $4.95 10/27/23 all in total full refund of your order and has been credited back to your original payment method. Please allow business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution.

    To expedite your refund, we recommend contacting your payment provider directly. Once again we apologize for any inconvenience this may have caused.



    We appreciate your patience and understanding on this matter.

    If you have any questions or need further assistance, please feel free to let us know
    reach out to us at [email protected]

    Customer Answer

    Date: 01/11/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 20769013, and find that this resolution is satisfactory to me.




    Sincerely,



    Jeffrey Teixeira

  • Initial Complaint

    Date:10/21/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ORDER #************* Sept 29, 2023 I initiated an offer to purchase ONLY one (1) pair of COMPRESSION SOCKS advertised on ********* No sooner did I provide credit card info, I received an email for an order that I was not given any opportunity to REVIEW, EDIT or APPROVE! The system automatically entered two lines with four (4) pairs of socks each! Total charge $60.91 for 1st line & $34.95 for 2nd line. I live in ******, with exchange it came to $84.57 & $55.46= TOTAL CHARGE $140.03! Im a senior citizen on a fixed income & although my credit is satisfactory so the fraudulent charges were accepted by M/C, I really cannot afford such an extravagant purchase, nor do I need eight (8) pairs of these socks! I immediately tried to contact this company but they are very elusive. They do not provide phone number & actually entered a phone number to MasterCard, when called it is a recorded message stating unreachable. I selected options on their website that showed EDIT ORDER & CANCEL ORDER, but these were simply forms forwarded to them by email. I have forwarded 13 emails & receive canned computerized responses that only include a Ticket number. Even though I requested CANCELLATION & explained my situation FULLY, the reply always asks for reason why I want to CANCEL. *** also asked for RETURN ADDRESS anticipating delivery of these unapproved items but no answer to this question either. Just more generic responses if any. Finally I received delivery & this must have prompted action, as I suddenly received an offer of 50% REFUND if I kept these items. I instantly replied NO THANK YOU. I have 14 days to RETURN. I was desperate & mailed these unopened, unused items on Oct 20th. CANADA POST TRACKING NO. CX685643565CA. I also provided this detail to SOOTHRELIEVE today. The postage was $31.94 out of pocket, adding insult to injury. With all the lack of customer ********************** I really dont feel that I will receive the FULL REFUND that is owed!

    Business Response

    Date: 12/28/2023

    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 September 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:10/18/2023

    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 ordered SootheRelieve Compression Socks and the website said try again later for my order, so I waited and tried again. I received my order and then an additional order double the original order. I have been trying to return the extra order and getting the Royal runaround!

    Business Response

    Date: 12/28/2023

    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 30th of September 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: 01/04/2024

    Thank you, it has been resolved!

  • Initial Complaint

    Date:10/09/2023

    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 ordered one pair of compression stockings for $19.95. THEY added 5 more pairs to my **** Credit Card plus shipping. Tried to contact them through their email, and it is impossible.I wish to cancel order completely!I contacted **** of America and cannot dispute charge until it is posted. I shall dispute charge!This purchase was made on my wife's laptop for her benefit. ******************** I attempted to clarify order! Their webpage asks you to download a file in order to SUBMIT your request! Don't know how to do it and believe it is deliberate to prevent changes!! CANCEL ORDER !!

    Business Response

    Date: 12/28/2023

    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 8th of October 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: 12/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:10/08/2023

    Type:Customer Service 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.
    SoutheRelief was Paid $170+ on September 22, 2023 for what I thought was 1 pair of socks. They have a deceptive process for purchasing. I intended to only buy one pair of socks but they automatically charged me for X4 pairs of socks. Initially, I thought that the first transaction did not go through so I did the same charge two times, in error. In total I have paid for 9 pairs of socks and all are unwanted due to not being big enough for my foot. I have attempted to contact the company, by email, on four different occasions because there is no available phone number. I have received 1 response that suggested that they will not return the socks, because they are so great, and that I should give them to friends. This is RIDICULOUS! This email response was for the x8 additional, unintentionally ordered pairs. I want this company to give me a REFUND for all of the sock because they do not fit and because they are deceptive. They should be put out of business for their actions.

    Business Response

    Date: 12/28/2023

    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 22nd of September 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: 12/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:10/03/2023

    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.
    on 8/9/23 I ordered 1 pr of compression socks from soothrelieve. Order # ************* The order registered that I had placed an order for FIVE pairs. I immediately sent an email to them explaining the error. Nobody ever replied or addressed my problem except to offer me a discount. Many attempts later I sent back all of the order. I sent them the tracking number-the package was returned on 8/28/23 tracking number **** **** **** **** **** 38. my last request for my refund was 9/13/23, they did not respond (as usual).

    Business Response

    Date: 12/28/2023

    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 9th of August 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:09/27/2023

    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 don't remember what date I ordered the socks, but realized that same day I had two orders, I text them immediately and tried to get them to only send me 1 order, they said there was nothing they could do. when I received them on the 8th I tried them the next week and found I could not wear them because they made my legs swell really bad.so I text them and told them . They told me at this time they cannot give a refund. We have been texting back and forth, but they still say no refund. That is lot of money for me !

    Business Response

    Date: 12/28/2023

    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 30th of August 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:09/25/2023

    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.
    On July 24 I ordered 1 pair if Compression socks for *****. They also charged me for another 4 pr at *****. They came and were much too small. I spent almost a month trying to find out how to send them back. I finalky mailed them back on August 25 and they were received August 28th but still no refund. They tell me it has to be verified by the warehouse. It doesn't seem like it will happen. Many others on ******** are complaining about them. I just wabt a refund please.Thank you *******************

    Customer Answer

    Date: 10/20/2023

    The first part of this week they did send me a full refund.  They did not say they heard from you but I think that must be the reason I got the refund as I have been contacting them since July 24th 2023.  They are not a good company to deal with and thank you for contacting them.  

    Sincerely

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

  • Initial Complaint

    Date:09/25/2023

    Type:Order 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 saw an ad on ********* Selling socks for diabetic foot pain etc. I went through their weird purchase routine. Page after page so long you had to scroll down and click, no you didnt want to add the thing they were trying to add. I said no to all adds to the order. I purchased 1 pair of socks on PayPal. My receipt said Id ordered the 1 pair and another 4 pair! Which I did not! When you go to their site to cancel you get a run around. You submit and it sends you to a 404 page. They did send me an email saying they wont refund and cancel the 4 pair but would give me 20% off. I did this within a couple minutes or ordering. I went through and was warning on their fb ads and I saw others said the same and had reported to BBB. I want my $39.95 I didnt purchase a 4 pair of socks.

    Business Response

    Date: 12/28/2023

    We sincerely apologize for the inconvenience this may have caused.

    Unfortunately, since a dispute was created and the case was closed in our favor, and due to system limitation it prevent us from processing refund certain cases. We understand the frustration this may have caused.

    We appreciate your patience and understanding on this matter. If you have any questions or need further assistance, please feel free to let us know reach out to us at **********************************

    Customer Answer

    Date: 12/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a joke. 3 months to respond? This company is ripping people off. But I am done with this complaint as it will not do anything to stop these thieves from committing fraud. 

    Sincerely,

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

Soothe Relieve is NOT a BBB Accredited Business.

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