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:05/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Made purchase, did not receive items

• Initial Complaint

  Date:11/21/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 been waiting for my shipment for over 2 months. I received a fake tracking number and was told many times that they would not issue a refund. I’ve emailed several times asking for a refund or for my order to be shipped. They kept telling me that it was shipped but it was not. Now they’re ignoring me. I can’t get anyone on the phone. ***** ******* *

• Initial Complaint

  Date:11/17/2023

  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 purchased a back and seat cushion from Ortho Cloud for $79.95 on September 29, 2023. The tracking information provided to me is for a foreign carrier and shows no movement. I contacted the company on October 20, 2023 and was told “ Your tracking information will be updated soon. As per our shipping policy, your package should be delivered within 8-15 business days.” After not receiving my order, I sent an email on November 7, 2023. As of November 14, 2023 Ortho Cloud has not responded to my email and my package hasn’t delivered.

  Customer Answer

  Date: 11/28/2023

  I just received an email from the company issuing me a full refund. Thank you for your assistance. 

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 bought 2 pillows from this website in August and it is now November and haven’t received them.
  I called them and it goes to voicemail. I emailed them and they respond a week later saying to check a tracking number that is a fake. Once you click on it, it takes you to an empty screen.
  I asked for a refund and they tell me that my product has been shipped and will arrive eventually.
  ***** ****** *** * *****

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 from this company on 9-21-2023. They advertised that I would receive product with 7 days. It is going on 6 weeks now and I keep getting the same story that it has been shipped. I paid through Paypal and they have been no help either. I want my money back or the product asap.

  Bureau Response

  Date: 11/06/2023

  Complaint Handler
  The Orthocloud 
  

  **** **** ******* ****** *** ****
  ********** ** *****
  
  
  
  
  
  Dear Complaint Handler:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/28/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Rhonda ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Rhonda ******
  
  ***** ** *** **
  ******* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: **************************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Billing or Collection Issues
  
  
  
  Customer’s Statement of the Problem:
  
  I ordered from this company on 9-21-2023. They advertised that I would receive product with 7 days. It is going on 6 weeks now and I keep getting the same story that it has been shipped. I paid through Paypal and they have been no help either. I want my money back or the product asap.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Billing Adjustment
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 11/21/2023

  Complaint Handler
  The Orthocloud 
  

  **** **** ******* ****** *** ****
  ********* ** *****
  
  
  
  
  
  Dear Complaint Handler:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 10/28/2023 by Rhonda ******.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

  Bureau Response

  Date: 11/21/2023

  Complaint Handler
  The Orthocloud 
  

  **** **** ******* ****** *** ****
  ********* ** *****
  
  
  
  
  
  Dear Complaint Handler:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 10/28/2023 by Rhonda ******.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

  Bureau Response

  Date: 11/21/2023

  Rhonda ******
  
  ***** ** *** **
  ******* *** *****
   
  
  
  
  Dear Rhonda ******:
  
  
  
  This message is in regard to your complaint submitted on 10/28/2023 against The Orthocloud.  Your complaint was assigned ID *********
  
  
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 11/21/2023

  Rhonda ******
  
  ***** ** *** **
  ******* *** *****
  
  
  
  
  
  Dear Rhonda ******:
  
  
  
  This message is in regard to your complaint submitted on 10/28/2023 against The Orthocloud.  Your complaint was assigned ID *********
  
  
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 4 sets of chair and back cushions for nearly $300. This company has given me one problem after another including a name/address of someone in another state. Promised my order would ship. Promised it has shipped. Offered a refund, then refused to refund. Refuses to now respond. **** ******* ** *****. Stay away.

• Initial Complaint

  Date:10/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 pillow from this company on September 14, 2023. It was shipped September 15, 2023. Today is October 16, 2023 and I still have not received. The tracking number I received when it shipped states that the item can not be found. I have talked to them several and they offer no help. They will not refund my money.

• Initial Complaint

  Date:10/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Ultimate Pressure Relief BOGO Bundle by ?OrthoCloud on August 31, 2023 . I have not received it and it is now October 13, 2023. I have a tracking order number that gives no information. I have reached out requesting a refund and they said no it has already shipped. This was 5 days ago and no product.

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 date of the transaction was 9/18/2023 . I ordered this item for lower and upper back issues for work i do remotely. To date I still have not received items. I have emailed as well as for live chats and was given incorrect tracking. The first tracking given showed the items deliver to an address that wasn’t mine. When I emailed again i was then told my item wasn’t shipped yet due to high volume in orders. I then was told i could opt for a refund or a 20% refund of which I asked for them to cancel. I then received another email stating my order would be shipped on 10/6/2023 and tracking would update. As of 10/8/3023 tracking in the shops web still has an error and has not!updated. The telephone number to the company immediacy goes to voicemail and directs you to emails or chats and your are just sent to a complete circle with no results! I just want my money back at this point!

• Initial Complaint

  Date:10/04/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 of 9/14. Product states it shipped 9/19. Since that date the tracking number has “no updates” I’ve reached out to them but they just keep saying to allow more time. I have pointed out where the web page states to wait 3 business days for tracking to update. We are well past that. They advised me it’s left the fulfillment store but still provide little else. The other day I asked for my money back and they said they put ina request to their fulfillment store. Well if it already left there ……. At this point I’m just being scammed and it’s clear I’ll never see the products.

  Customer Answer

  Date: 10/27/2023

  I did actually get the product yesterday 10/26 but have asked many times for a refund because of the lack of communication and the false timelines provided. I have not gotten a response at this time. First they told me they couldn’t because it already left the warehouse which I later found was a lie as it was a month ago and the tracking info didn’t show up until I contacted you. So it could have been stopped and refunded.