Online Retailer
Soothe RelieveThis business is NOT BBB Accredited.
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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:09/23/2023
Type:Product 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.
Date of transaction: September 18,2023 Order # ************* Payment method: Paypal (*************************)Was charged my Paypal account for a total of $62.85 for an order of 5 pairs of socks I did not approve. Company added to my original order and I immediately contacted them with no reply or resolution. They sent order anyway and now wants to only allow me a 30% refund for my return of unopened merchandise. The company has not attempted to resolve my problem, did not respond to my cancellation request. The return page that their website directs you to for assistance is nonexistent. This company should not be allowed to do business.Customer Answer
Date: 09/26/2023
After 7 days and 10 emails from the company, they finally provided me with an address to return the order I did not approve or make. I have returned the merchandise in same condition as sent to me through *** with a tracking # and informed them of this return with all documentation enclosed in package. This company should not be allowed to do business as it fraudulently created an order other than my original order and then tried to negotiate terms for a partial refund. The return page on their website does not work or has been removed and they essentially tried to "BULLIED" me into keeping their product at a huge cost to the consumer. Please protect others from their unacceptable business practices.Customer Answer
Date: 10/16/2023
No this issue has not been resolved and cost me (the consumer) several dollars to return the product. As of 10/15/2023 I still havent received my 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 on the 18th 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:09/14/2023
Type:Billing 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.
August 3-2023 I went to Sooth Relieve.com to order ONE pair of compression socks. I placed the order for one pair for $17.95 and $4.95 shipping. When I completed the order with my **************** card I noticed the total was over $100 and I could not even review my order to see the issue. I immediately tried to call them and it was a recording saying they would call back in ***** hours. The next day I got an email saying the socks were shipped and that they could not cancel orders on items already shipped. They sent 8 pairs of compression socks!!! The total ****** !!!!! I only ordered one pair to try but they charged me for 8 pairs !! I did not want 8. They charged **************** two separate charges- one for $60.91 and the other for $39.95 to Wellnee *** . I just want my money back and they can have the unopened package of socks.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 3rd 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 **********************************
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,
*********************Customer Answer
Date: 01/19/2024
I'm writing about complaint # 6136614637E44
I never received a refund from this company. I have scanned my accounts and I never did receive a refund.
What is my next course of action?
Thanks
More Information...
Customer Answer
Date: 01/19/2024
I'm writing about complaint # 6136614637E44
I never received a refund from this company. I have scanned my accounts and I never did receive a refund.
What is my next course of action?
ThanksCustomer Answer
Date: 01/22/2024
I am so sorry that we have actually found where this company has already refunded our money and we had just overlooked it. We hadn't taken it off of out bank account and weren't aware that it had been refunded. Thank you so much for all of your help. It is greatly appreciated. Sorry for the inconvenince.Initial Complaint
Date:09/13/2023
Type:Product 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've contacted the company requesting return forms, return shipping address on 6 seperate emails to every department in the company. I've been offered 30% refund, next was 40% refund. I'm unable to use the product purchased due to the socks not having enough compression for my needs. This has been explained in each email and having read their return policy acknowledged that I know I have to pay return shipping. They have a 14 day return policy and I feel they are trying to drag this out beyond those 14 days so that they can keep my money and i have a useless to me product. It has now been 6 says since all this has started. I have saved all my emails correspondence with them. I'm without knowledge on how to upload them to you.Business Response
Date: 12/28/2023
We apologize for any inconvenience this may have caused. We understand your concern and value your business with us.
We are sorry to hear that you have encountered issues with your recent purchase. However, we are happy to inform you that your full refund has been successfully processed for your order on the 2nd 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.
We appreciate your understanding as we worked to address it, as a token for your patience and understanding, we would like you to keep the items as a complimentary gift from us.Thank you for your understanding.
If you have any further questions or concerns, please do not hesitate to reach out to us at **********************************
Initial Complaint
Date:08/23/2023
Type:Service or Repair 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 a pair of socks for my neuropathy 1 pair 17$. Advertised on Instagram I wanted to try one pair I am 85 yrs old They charged 39.95$ and ***** $ on my bank account They refuse to give refund They said they will refund if you are not satisfied I had to close my account now. They are a fraud soothrelieve I need the money. I want the refund immediately The socks have not yet arrived. I need the 100$ immediatelyBusiness Response
Date: 12/28/2023
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 delay 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 19th 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.
Your satisfaction is our top priority. Whether you have questions or require support, we are here to help you may reach us at **********************************
Initial Complaint
Date:08/15/2023
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 PLACED AN ***** ON AUGUST 3, 2023 FOR COMPRESSION SOX (1) PAIR FOR $14.50 PLUS TAX $.80. I WAS BILLED FOR $45.93 AT END OF PLACING *****. I IMMEDIATELY CANCELLED ENTIRE ***** AND ASKED FOR REFUND. I CALLED AND WAS TOLD THE ***** WAS CANCELLED AND TO RECEIVE MY REFUND IN 3-7 BUSINESS DAYS. THE ***** WAS NOT CANCELLED NOR DID I RECEIVE MY REFUND.I WOULD LIKE TOTAL REIMBURSEMENT IN THE AMOUNT OF $45.93.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 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:07/31/2023
Type:Billing 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 purchased some socks for my neuropathy. I informed them immediately that I only wanted 1 pair. Some how two of my credit cards were charged. I received 1 package on July 6 and the other on July 7th which I refused and returned the same day ***** I have been corresponding with them via email and nothing is resolved as yet. I want my CC for *********** charges refunded of ***** and *****. The socks were on sale for 70 off according to the site. I am returning the other package this week.Business Response
Date: 12/28/2023
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 25th of June 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 **********************************
Soothe Relieve is NOT a BBB Accredited Business.
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