Complaints

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

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wanted to order one pair of socks, they ended up charging me for more, only wanted one pair. Can't get business to to reply to emails and fix the issues. Keep responding to their emails but they will never respond to me and also have filled out the form to reject the order but nothing. I don't want the product at all now. Waiting on dispute with credit card company. Email from business:Hello ***,Thank you for reaching out to us.We've looked into your request and regret to inform you that we are unable to alter or modify your order at this stage, as it has already been processed and shipped.Your tracking number is UK010932275YP - please feel free to track the progress of your delivery.We understand this might be disappointing and sincerely apologize for any inconvenience. Our products are crafted to meet high standards, and we believe you'll be pleased with your purchase.If there's anything else you need or if you have further questions, please don't hesitate to contact us. We're here to help and value your support.Thank you for your understanding. Kindly, Johnber SoothRelieve team SO, sent the following to ******* *******, you were so sweet giving me another chance to order ONE pair of sock. Well I only want one pair but as i said yesterday you deceived me an charged more than I want. because of the tiny print. am going to dispute this on my Credit Card as soon as it is out of Pending. I am calling Better Business NOW!Mrs. *******. My credit card said they cant dispute until out of pending. As, you seen the socks are on the way. My questions to you is do I accept the socks? If so then I lose the merchandise and the FEB 10, 2025 4:25 PM ADLIBRIS* SOOTHR $36.95 MISCELLANEOUS FEB 10, 2025 4:24 PM ADLIBRIS* SOOTHR $16.95 MISCELLANEOUS I am 84 years old and didnt read the fine print. Please advise me. **** *** *****, *******************************************. ***** ************

  Business Response

  Date: 02/13/2025

  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 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: 02/13/2025

   
  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.  BUT,  I want to know why I sent 17 emails and not one time did I receive a positive comment that my issue was even taken seriously. So, desperately I contacted Praise! God  BBB for getting involved.  My niece discouraged me in even calling BBB said they wouldn't help.  Now! I have a tracking number the socks are on route.  I will deny the package.  Also, I just looked up my credit card information on my computer.  Why, does it still show pending but in the transactions I have been charged $16.95 and $36.95 ?
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  kept 1 pr I ordered returned 7 pr I did not order. This was charged on my *********** credit card and I paid ***********. $107.22.I did not know this was a bad company until after the fact. If you order one pair, they automatically increase people's orders somehow (fraud). They sent me 8 pr, I returned 7 pair and I want a credit to my *********** credit card for 7 pair. I will pay for only 1 pr. I looked at all the 153 complaints on the BBB and they were all the same problem, if you order 1 pair, they increase the order by 6, 8, 10 or more automatically. How does a company get away with this kind of fraud? Thanking you in advance if you can get me a refund on my credit card.

  Business Response

  Date: 02/12/2025

  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 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: 02/14/2025

   
  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:02/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Soothe Relieve has been incorrectly using our contact number on their orders for socks. As a result, customers who receive incorrect orders have been reaching out to us for refunds, which is both misleading and fraudulent. We would appreciate immediate action to resolve this issue.

  Business Response

  Date: 02/12/2025

  Dear Soothing Touch,

  Thank you for reaching out to us regarding your concern. To assist you more effectively, could you please confirm the phone number in question? This will allow us to verify the issue and take the necessary steps to resolve it.
  
  It is possible that customers may be mistakenly associating your phone number with our support services due to the similarity in our company names. We sincerely regret any confusion or inconvenience this may have caused.
  
  If you have identified specific instances or recurring patterns, we would be happy to review them and work toward addressing any misunderstandings. Please let us know if there is anything further we can do to help clarify or resolve this matter.
  
  We appreciate your cooperation and look forward to your response.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22926897
  
  I am rejecting this response because:

  Thank you for your response. Please note this is not an error as we have spoken to some of the customers and they advised us that our number is listed on the order invoice. There are multiple customers who advised us they looked online and did not see a number for your company, however when they checked their order confirmation our numbers were listed. 

  Please remove ************ from you invoices.

  Thank you.

  Sincerely,
  
  Soothing Touch

  Business Response

  Date: 02/20/2025

  Dear Soothing Touch,

  Thank you for providing the phone number.
  
  We understand how frustrating this can be and we're doing everything to locate this phone number in our systems. However, at this moment, we do not see this number anywhere, neither in our confirmation emails, nor invoices, but we are working with different teams to dig even deeper. Meanwhile, I would like to ask, if you could direct those customers to email us at ******************************************************************************. We will closely monitor this inbox and provide direct assistance to those customers - which will also help us determine where they might have found this number. We want to reiterate that we take this situation very seriously and do not want to cause harm or confusion to your business.
  
  Thank you for your cooperation and if you have any additional material to share with us, feel free to use the mentioned email above - it will be monitored and reviewed.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22926897
  
  I am rejecting this response because:

  Thank you for your response. Just a quick note, the number has to be listed as many of your customers are reaching out to us, mentioning that it is included on their invoices.

  Unfortunately, we are unable to provide an email address to your customers, as it would impact our call durations which is already high due to the number of calls we receive from your customers.

  Thanks.

  
  Sincerely,

  
  
  Soothing Touch

  Business Response

  Date: 02/26/2025

  Hi there,
  
  Thank you for clarifying this for us.
  
  Unfortunately, we aren't able to find this phone number in any of our invoices/confirmations/receipts/payment providers. Could you please gather and send us some of the invoices that these customers receive? If not, maybe an order number/email address or anything else that we could use to identify them in our systems?
  
  This would point us to the right direction in understanding where they find the phone number.Thank you and we look forward to your reply.
  
  Warm regards,
  SoothRelieve Team

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22926897
  
  I am rejecting this response because:

  Hi ********,

  I appreciate your response, but I am a bit unclear. Since these are your customers who receive the invoices that you send to them, could you please advise the best way for us to obtain copies to send to you.

  Thanks.

  
  Sincerely,
  
  Soothing Touch

  Business Response

  Date: 03/05/2025

  Hi Soothing Touch,

  I really appreciate your help with this. If possible, could you kindly ask the customer for a screenshot and forward it to us? It would be incredibly helpful in verifying their details and ensuring everything goes smoothly for them.

  Please let me know if theres anything I can do to make this easier. Thanks so much for your support!

  Warm regards,
  SoothRelieve Team

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22926897
  
  I am rejecting this response because:

  Good Morning,

  Our agents are not able to accept screenshots from customers. Since these are your customers, please remove our contact number from your invoices.

  Thank you for your attention to this.

  
  Sincerely,
  
  Soothing Touch

  Business Response

  Date: 03/17/2025

  Hello Soothing Touch,

  Thank you for your update we truly appreciate it.
  
  Rest assured, we have thoroughly checked our system, including our confirmation emails and invoices, and we do not see this number listed anywhere.
  
  Its possible that customers may be mistakenly associating your phone number with our support services due to the similarity in our company names. We sincerely regret any confusion or inconvenience this may have caused.
  
  Thank you for your time and support.
  
  Warm regards,
  SoothRelieve Team

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22926897
  
  I am rejecting this response because:

  The names are not the issue here. These are your customers who have informed us that our number appears on the invoices they receive from you. They didn't find our number online by mistake, rather they have consistently told us that it is listed ln the invoices you sent them.

  
  Sincerely,
  
  Soothing Touch

  Business Response

  Date: 03/24/2025

  Dear Soothing Touch,

  We understand how frustrating this situation can be, and we want to assure you that we are doing everything we can to locate this phone number in our systems. However, at this moment, we are unable to find any record of this number.
  
  If you happen to encounter a similar issue in the future, we kindly ask that you request a copy or a photo related to the concern. You can then forward it to us here, and we will promptly investigate it to help resolve the matter as quickly as possible.
  
  Thank you for your understanding and cooperation. We truly appreciate your patience and are here to support you every step of the way.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22926897
  
  I am rejecting this response because:

  Hi ********,

  As previously mentioned, our agents are unable to accept photographs from customers. Were confident this policy is outlined in your documents, as many of your customers have been reaching out with concerns and misunderstandings.

  
  To help prevent confusion and ensure a smooth experience for everyone, please adjust your invoices accordingly. This will also help protect our reputation, as we want to provide the best service possibleand we do not sell sock products.

  
  Sincerely,
  
  Soothing Touch

• Initial Complaint

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Same as others. Charged almost $100 when I tried to order one pair. Even though I immediately contacted the seller I was told package already shipped and I would have to do a return. I want a full refund. I shouldn't have had to be without this money for so long. Hard for me to believe shipping was done that fast. Why has this happened to lots of people?!

  Business Response

  Date: 02/11/2025

  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 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:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 pair of socks ordered, charges posted to debit card on 12/26/24 of $60.91 and $39.95. Phone call inquiring as to $39.95 and $60.91 charge made on 12/26/24. No response received. I contacted ************* to dispute charge. The $39.95 charge was for "a subscription". Bank refunded "subscription" charge. 7 pairs of socks arrived, which did not fit. Email was sent on January 11th to return socks, with no response. 3 phone calls were made to **************, messages left with no response. First Horizon asked me to return the socks, which is now beyond the 30 day return period. They will dispute the charge if a refund is not issued. It seems I am not the only dissatisfied customer after reading the reviews for this company.

  Business Response

  Date: 02/10/2025

  Dear *****,

  Thank you for your patience. We have reviewed your case and see that we will not be able to proceed with your refund because a chargeback case has been initiated from your side. Unfortunately, it is impossible to issue a refund when a dispute is in progress.
  
  In this case, there are 2 options available:
  If you can lift the chargeback with your payment provider, we can proceed with the refund request from our side.
  If lifting the chargeback is not possible, please note that the outcome will be decided by your payment provider, not by us as the merchant.
  
  Additionally, please be aware that the chargeback resolution process might take up to 30 days and once the payment provider makes the decision, we will not be able to proceed otherwise.
  
  Please let us know how youd like to proceed and if theres anything else, we're here to help in any way we can, you can reach out to us at *********************************************************************

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what I thought was 1 pair of socks at $17.95 USD from SootheRelieve. There was no final summary of the purchase. I therefore immediately checked my charge card through the bank. I had been billed $149.54 USD. I was shocked. Within an hour I wrote to the company and attempted to cancel the order. Two days later they replied to my email and stated the package had already been sent! I blocked my charge card fearing they may charge more. Two weeks later I received 8 pairs of socks (wanted one pair). I wrote and told them I was returning 7 pairs. They told me to keep them and they would refund 50%. I said no and returned the 7 pairs on January 22nd through *********** and paid for them to be tracked. They accepted the package on January 30th but still no word on a refund even after writing them twice. Can you offer any help? I know they do not pay for postage on either end and I kept the one pair of opened socks. I would like to receive a refund for the unopened 7 pairs of socks. Thank you

  Business Response

  Date: 02/06/2025

  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 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:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/30/2025 Im an 84 yrs old man with a very bad neuropathy, on the 30 of January, 2025, I ordered 2 pairs of compression socks only, for $38.91, when I received the invoice they charged me for 4 more pairs for $39.95 plus $5.18 tax, that I never ordered, for a total of $84.04. I contact them the same night to correct the order or cancel the order completely, but they gave me the roundabout. A couple of days later they asked to fill out a form, which I did. Someone by the name of ******* answered stating that it was to late and tried to sell me some other items for knees or back pain!!! They website is very confusing and they try to add items to the order. I see on the BBB site, most of the complaints against Sooth Relieve are the same as mine. This is a Fraud and they take advantage of old desperate people that are trying to find a solution to this terrible disease.They are a rip-off and should be reported to the authorities.Thank you! ********* Montecchi

  Business Response

  Date: 02/05/2025

  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 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: 02/05/2025

   
  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,
  
  ********* Montecchi

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one pair of compression socks for $15.95 and I got charged for that one pair and another charge for 4 more pair for $60.91 which I did not order. No way to contact them to cancel that order that I did not make. Listed as serenity strip on my ****** but are Sooth Relief on shipping package.

  Business Response

  Date: 02/05/2025

  Dear *****,

  Thank you for your patience. We have reviewed your case and see that we will not be able to proceed with your refund because a chargeback case has been initiated from your side.

  Unfortunately, it is impossible to issue a refund when a dispute is in progress. In this case, there are 2 options available:

  If you can lift the chargeback with your payment provider, we can proceed with the refund request from our side.
  If lifting the chargeback is not possible, please note that the outcome will be decided by your payment provider, not by us as the merchant.

  Additionally, please be aware that the chargeback resolution process might take up to 30 days and once the payment provider makes the decision, we will not be able to proceed otherwise.

  Please let us know how youd like to proceed and if theres anything else, we're here to help in any way we can, you can reach out to us at *********************************************************************

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to order one pair of compression socks on December 4, 2024 and their order system popped up with offers for cheaper prices if ordering two pair and then a different offer which I tried to decline, but was immediately charged for 10 pair of socks without a chance to confirm the purchase which was put on my credit card via *******The ultimate irony of all of this is, that my order did not arrive until December 24, 2024!I have been trying since then to secure a refund for the nine pair of socks I did not want and have been getting the round around about: did I try on all the socks (NO!) are they in the same original packages (YES!) that my package has not been delivered (WRONG! the post office indicated that they have tried to deliver but their office is very often closed, but did deliver to the front desk/reception/mailroom January 20, 2025). The Post Falls Idaho postmaster also said that they get an enormous amount of packages to be delivered to SootheRelieve aka Serenity Strip, which now does not surprise me given the many other complaints I see about them on the BBB website.I would just like my refund for the nine pairs so that I can move on and not have to spend an inordinate amount of time on this request.

  Business Response

  Date: 02/05/2025

  Dear ********,

  We apologize for the inconvenience this may have caused you. We understand your concern and value your business with us.
  
  Upon full review of your complaint and our records, we are unable to find an order ID with the email and name you provided. Please provide the email address that this order was placed with along with the order ID. Once that information is provided and we can locate the order, 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 *********************************************************************

  Customer Answer

  Date: 02/07/2025

  I would like to report that the very same day the company said they could not find my orders, I received notice of refunds being sent to my credit card account!
  
  The refunds have posted and I am more than happy to close this case, even though this whole process including the postage i paid to return the merchandise has left me with one pair of poor quality compression socks costing $38!!!!   As much as this disgusts me, I am happy to finally have a resolution and will forever remember the warning BUYER BEWARE!!
  
  I think this company is pretty much a rip-off organization and if there is any way that the BBB can put out a warning to future customers, you will be doing a great service to the consumer.
  
  Thank you for your assistance, I firmly believe getting inquiries from the BBB hastened the month long process of securing a refund.
  
  ******** ********
  

  
  

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 1 pair of socks. As soon as I completed the transaction, 2 invoices popped up that charged me for 4 pair of socks on each invoice. In addition to this, they placed me on an automated shop/auto pay system. I certainly did not authorize this. I cx the order immediate, however, the vendor said they couldnt cx because it had already shipped. IMPOSSIBLE!!!! My cc has been charged. This company is a scam!!!!.

  Business Response

  Date: 02/04/2025

  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 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: 02/06/2025

  The issue was resolved. I received my refund. But this should have never happened to begin with.