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Business Profile

Custom Shoes

Sole Essentials LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Shoes.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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 orthotics from Sole Essentials at the ****** Home Show in April 2023. When I received them several weeks later the one orthotic did not fit my foot correctly. It caused me to slip off the outside edge of my shoe and caused severe pain in my knee. The other foot was perfect. They were also supposed to build the 7 mm heal lift into one of the orthotics because I have one leg shorter than the other, and that was not done. That was my reason for purchasing these orthotics; I already have several pairs of orthotics, but they don't have the heel lift built into them. Within a few days of getting these orthotics, I returned them and asked that they fix the orthotics so that I could use them in my shoes. After a month or so and not receiving the fixed orthotics, I contacted the company on their website and asked if they were going to fix my orthotics and send them back to me, if not, I wanted a refund because I did return them during the 14-day refund policy and they never responded. Another month or two went by and I still have not heard from them so I sent them another message and told them that at this point, I just wanted my money back because it was pretty clear that they were not going to fix them, and still no response at all. It has been 7 months since I purchased these orthotics and I don't have the orthotics and I don't have the $400 I paid for them. They don't seem to stand behind their product and serve their customers. I have been scammed out of my money because this business did not honor their 14-day return policy and wouldn't even fix the product and send it back to me so I could use it. I live on Social Security and I cannot afford to just throw away $400 and not have the product that I purchased. My next step will be to take them to small claims court and see if I can get them banned from selling their product at the ****** Home Show in the future.

  • Initial Complaint

    Date:08/23/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 2, 2022, my husband and I purchased sole inserts from *********************** of The Sole Solutions in the amount of $610.00. ***** guaranteed the sole inserts would solve our back and foot problems. We did the 2 week trial. They did not help us, but caused more pain. We sent the sole inserts back to *********************** at the ******* address by certified mail. A week or so later, the inserts were returned to us. We have attempted to reach ***** several times. We finally got a hold of him. He told us to send them again. I mailed them again. Never heard from ***** again and now he has the inserts and our money. He doesn't return phone calls. We reached out to the company and never got an answer or a return phone call. This is poor business. Seeking our refund. We have checked our bank statements hoping he refunded our money. He has not.

Sole Essentials LLC is NOT a BBB Accredited Business.

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