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:05/01/2024

  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.

  On April 19, 2024, **** and I placed an order for a jacket, pants, and shoes using Land's End as a vehicle for the orders. The shoes came roughly 4 days later from *********************** and instead of size 10 medium they sent size ********************************************************** to take a picture of the tongue of a shoe showing size, etc, and while I could do that, I had no idea how to upload it in an email. I offered a picture and send it by text message to their phone# but she (*****) said they don't accept text messages. I was sent a return label and returned the shoes for replacement with the correct size. ***** said that a replacement would be in October as they were out of size ******************************** a different style but similar. I said yes, they arrived and **** loves the shoes. In the meantime Orthotics issued a refund so now how to pay for the shoes. They want PayPal and I DO NOT DO PAYPAL. Never have, never will. I cannot get customer service to answer my phone call. It rings a few times and hangs up. All we want to do is pay for the shoes. **** does not want to send them back, but unless we can pay for them without PayPal, I will send them back. Not into stealing shoes. Two different people somehow got involved in this and instead of keeping the money when they sent a replacement, issued a refund. That is where it sits as of May 1, 2024.

• Initial Complaint

  Date:02/14/2024

  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 purchased a pair of slippers and a pair of hiking boots from The Orthotic Shop. The boots did not have arch support and did not fit well. I contacted the company for return authorization and shipped them back. I've been waiting for a refund. Today I called and was told that they will not issue a refund since the bottom of the shoes are too worn. I never walked in the shoes, simply tried them on in my home, noted that even in a larger size they would not be comfortable, then shipped them back. Their customer help line sent me a picture, supposedly of the bottom of my shoe, showing obvious wear and tear. That's not possible, the picture is not the shoes I returned...the color isn't even correct. At this point they insist that those are my shoes and that they won't refund them. The order number is *******

  Customer Answer

  Date: 02/15/2024

  I reviewed the original receipt showing I'd purchased two items and received 15% off.  The boots cost $37.78 after the discount and that is the amount I would like refunded.

• Initial Complaint

  Date:07/05/2023

  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.

  On June 2nd 2023 I called and ordered a pair of shoes. The girl was nice and really helped me, and I was excited and hopeful. When the shoes arrived they hurt to wear. I called back on June 20th, 2023 and spoke to a different representative at length about the orthotic shoes I had ordered and the issues I was having. She encouraged me to try wearing them so many hours a day and not all day to see if that would help. She didn't specify inside or outside, just to wear them. During our conversation I had concerns about wearing them or getting them dirty, but she said not to be afraid to wear them and try her advice and see what happens. So I tried. They just hurt so on June 21st, 2023 I sent them back. I used the label she sent me to return them. Now I'm being denied my refund and told that no one at this company would have said that to me and the bottom of the shoes and inside are dirty so no refund can be given. And my choices are to donate them or let them send them back to me. My choice was to have them returned. I'm hurt and angry because it took me 6 months to save the money to buy these shoes, and really did have a conversation with a 2nd representative and only followed her instructions. I've spoken with the girl who originally took my order and repeated so many times I had called and spoken with someone else and the details of that conversation. She made me feel like a was lying and kept saying no one in her company would say that to me. She claims they sent me an email denying refund, but nothing came or was received. She informed me that emails are automated and nothing she could do about it. Someone made a mistake and I'm paying for it. This just isn't right and all I want is a refund for these shoes. For me $86.36 is a lot of money. According to her if I hadn't called or responded because I did not receive an email she claimed they sent, they would have donated the shoes I sent back. Someone needs to make this right.

• Initial Complaint

  Date:06/01/2023

  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.

  In February 2022 I ordered my husband shoes that would help him with his overpronation.I first ordered them in a Size 11 which was too large, so I returned to the website to purchase a smaller pair.I obtained a return label (which did not work and it was **** so I had to pay for the label which was $13 and change.I never got my refund and have reached out to the company several times.Recently I have successfully contacted someone who claims my refund was denied due to the shoes being worn- which they were NOT. They were extra big for my husband so they were repackaged immediately and we purchased another pair.Those purchases show in my profile with their company.They are refusing the refund and have shown me a pair of Sandles very worn and they are NOT mine.I stand honestly and state they were not worn.This company has poor communication. Poor emailing grammar and is lying about my shoes.They were NEVER worn.They sent me an email with sandals that look as though they were worn at the beach- we have not traveled because I have had multiple surgeries and cannot.The reason for my complaint is I dont want anyone else to be taken advantage of and lied to.