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:05/02/2025

  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 have been buying Orthofeet shoes for 8 years since I suffer from ******* ***** I purchased a pair of Brown Sorento shoes 10 2E. I have been buying this model for many years. I wore the latest pair two months ago. I have recommended Orthofeet in the past for people who suffer from Charcot like me. The eyelit fell off the Sorento shoes after two months of use. I looked to buy a new pair and saw numerous reviews where this has happened to many people, some with shoes that were new. I called customer service and they would do nothing. They told me the shoe looks new and would contact managment to replace but I received an email saying they would do nothing.

  Business Response

  Date: 05/06/2025

  Good Afternoon ********, we have reviewed your orders and the item we believe you are referring to is order ******* purchased 11/2023, As such this is outside of any defect or warranty policy. Please verify that we are communicating regarding the same order. 

  We would be happy to provide you with a $25.00 Gift card as a token of our appreciation for your business and look forward to hearing back from you 

   

  Thank you 

  Customer Answer

  Date: 05/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company cancelled the replacement shoe order.  I received an email

  From: ********** ******************
  Date: May 9, 2025 at 9:22:37?AM EDT
  To: ***************
  Subject: Order #******* has been canceled
  
  
  ?Order #*******
  Your order has been canceled
  . We apologize for the inconvenience and hope that you will visit orthofeet.com for your future footwear needs.

   

  I later called orthofeet and that said that this shoe is not available.  Before I even filed this complaint I gave them a second choice and they said that would be fine.  Now they said not available.  Then I called today and again they said the Sorento is not available and a credit would be issued. I have one card and no redit has been made.  I think Orthofeet is playing games at this point.  They are making matters worse by first promising a replacement but never taking any steps to ship anything and also saying a credit to my bank would be made with no credit issued.  Is this fraud to get me to withdraw the complaint or an inept company?  Until I receive a replacment or credit to my credit card I WILL NOT ACCEPT empty promises.  Your company is playing with a handicapped person.  It is unethical behavior.
  
  
  
  
  
  Regards,
  
  
  
  ******** *****

  Business Response

  Date: 05/12/2025

  We do apologize for the inventory issue regarding the Sorrento, our records show that we processed a full refund to your original order ******* on May 9th and sent a refund notification to your email. 

  Please allow additional time for it to appear on your Credit Card statement or contact your bank to verify, the refund amount was $80.20- the posting date listed for the transaction is May 16 2025

   

  Again we apologize for the issue with the Sorrento replacement

   

  Thank you

  Customer Answer

  Date: 05/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.  Not sure why they could not ship a replacement and even said a replacement was coming.  I just received credit today.  
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising 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 placed two orders from Orthofeet.com. Each order was paid using my *** card, and the Orthofeet website indicates the purchases are eligible for ***.
  
  Despite the company charging my *** card for each purchase, the purchase is only eligible for *** when it is considered a medical necessity which it is.
  
  I was informed that a letter of medical necessity would be needed for the purchase to be covered by the ***. Orthofeet states that the transaction between myself and their company had to be processed by a third party to receive the required documentation - a letter confirming medical necessity.
  
  Orthofeet referred me to the third party company, *******. I provided proof of the purchase through the attached receipts, but the companies have refused to acknowledge or help in any way. My *** account has been frozen because of an unauthorized charge by Orthofeet when it claimed the purchase to be eligible for *** and it is not.
  
  I contacted Orthofeet, and they bluntly said there is nothing that they can do.
  
  Please assist.

  Business Response

  Date: 03/12/2025

  We certainly apologize for your concerns and difficulty with your FSA. We offer ******* as an option for customers who want to use their FSA and obtain the correct documentation and approval. Orthofeet does not the ability to approve coverage based on an individuals plan. 

  We do recommend that you follow up with ******* if there has been an issue with your claim as they are the party that approved your purchase for Orthofeet shoes. 

   

  We are sincerely sorry for the difficulty and hope that you are able to have resolution with ******* 

   

  Thank you

  Orthofeet Customer Service 

• Initial Complaint

  Date:05/27/2024

  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.

  I ordered shoes and prepaid for them. They were delivered, but the instructions to their shipper was to leave them at the back door. They were left on the front porch and full visibility while I was not home. They were stolen. I have video. Orthofeet states. Unfortunately, we are not responsible for stolen packages as we shipped to the address provided on the order. At this time there is no further action that can be taken, ***** states that when vendor ships via smart post the seller needs to file the stolen package complaint. Ortho feet is unwilling to help the customer. I would like them to file the complaint so that I may receive a refund or to ship another pair of the same shoe. Either is fine.

  Business Response

  Date: 05/28/2024

  Our sincerest apologies but we are not responsible for stolen packages that are delivered as addressed. You may want to reachout  to your homeowners as well as file a police report 

   

  Thank you 

  Orthofeet Customer Service 

  Customer Answer

  Date: 05/28/2024

  
  Complaint: 21766427
  
  I am rejecting this response because: ***** says Orthofeet must file a complaint and they clearly refuse to act on behalf of a paying customer. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 05/31/2024

  We are again very sorry for your circumstances, we are not able to file a ***** claim for stolen packages for a Ground package, we apologize if you were given incorrect information . 

  Orthofeet Customer Service 

  Customer Answer

  Date: 06/07/2024

  
  Complaint: 21766427
  
  I am rejecting this response because if they say they send via ***** and it is delivered via **** and directions are not followed to deliver to back door resulting in not receiving the product, they should resend the product. Ive learned my ******* I will not buy from this company and no longer recommend them.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 06/10/2024

  We apologize for any confusion, The package ships **************** which is handed off to the **** for final delivery. 

  Thank you

  Orthofeet Customer Service 

  Customer Answer

  Date: 06/10/2024

  
  Complaint: 21766427
  
  I am rejecting this response because: Had I known that the delivery which could be anytime over the period of a week or more, would be delivered wherever by the US *************** and not following my specific instructions to ***** and that I wasnt backed by the ***** guarantee,  I would not have placed the order.  This is not a customer friendly company. With Amazon I know how, when and where my order will be delivered. This is very far from that.  Clearly, the company doesnt wish to make it right. My complaint stands, but you may close it since theres not much I can do about a company in ********** other than not make them the same mistake twice.

  
  *************************

• Initial Complaint

  Date:05/09/2024

  Type:Billing 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.

  Charge your card. Create a shipping label. then SLOW / NO SHIP. They say ships in two days. When contacted 7 days later and shown no movement of the shipment they just say sorry tell you to wait. wait wait wait. Nothing we can do. wait wait wait.

  Business Response

  Date: 05/10/2024

  Thank you for writing, we are terribly sorry about the delays with the USPS delivery of you package. We have escalated this issue to the USPS and they are monitoring and working with us to resolve. We are committed ot making sure you receive your items, and if we do not see movement we will certainly send a replacement or offer a refund , whichever you prefer. 

   

  Again our sincerest apologies for the delay 

  Orthofeet Customer service 

• Initial Complaint

  Date:04/18/2024

  Type:Delivery 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.

  On 03/17/2024 I placed ORDER #******* that was delivered on 03/21/2024. On 03/19/2024 I placed ORDER #******* that was delivered on 03/23/2024. On 03/24/2024, I decided to return 1 item in each of these 2 orders : order #******* 1 item Kita-8-gray $124.95, order #******* 1 item Tilos-xwide-13-gray $134.95. I followed the companys return instructions, submitted the return notification on their website and received confirmation of the return notification on 03/24/2024. I mailed the items back in 1 box via **** Priority & tracked shipment receipt by the company via **** on 03/29/2024. To date, I havent received return confirmation or refund from the company, and my contacting them by email between 04/06-10/2024 & by phone on 04/15/2024 was met by resistance & insisting on needing my **** tracking number to find my return in their warehouse/receiving ***** Unfortunately, I accidentally disposed of my **** receipt/tracking #, but I did verify on **** tracking site that the box was delivered on 03/29/2024. My tracking # has no bearing on the companys finding my returned items and processing my refund when I know that **** confirmed delivery. My returned items were unworn, originally pkgd., re-sale-ready, clearly documented w/copies of the companys return notification forms, & w/i companys return timeframe. I request my due refund for the 2 properly returned, documented, & confirmed delivered to company items; refund of original items purchase price, less military discount, plus taxes. I have purchased 10 pairs of shoes (-$1000) from the company between 2022-2024. This poor customer service and difficultly on the only occasion where I have returned products is frustrating, disappointing, and ensures I will never purchase from this company again. A poor decision to lose a previously satisfied, multiple repeat customer.

  Business Response

  Date: 04/19/2024

  We sincerely apologize for the delay and do see that both items were refunded to your account yesterday. We do value your business and if there is anything else we can do please reach us at ************ 

  We appreciate your business and hope you will visit us again 

  OrthoFeet Customer Service 

  Customer Answer

  Date: 04/20/2024

  
  
  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.
  

  Thank you, BBB and Orthofeet.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair 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.

  So Ive been seeing Dr. ********** for my feet regarding a severe pain in the heel and for more than three years and then the last since November till now she recommended to order the shoes the doctor and I did I was and now advice that that would make a Difference Shoe and they took a print of my foot, well, I got the shoe. It was the wrong side. I didnt realize it didnt have an insult. The insult was the print that they evidently took. I didnt know it didnt have the insult and then the doctor pointed out or you dont have an insult what happened? I said I dont know. I didnt even know I needed the Ins so that I told Ins so was this one she said no its Ins so they make for the print of your foot then I inquired about why I didnt get it well I already paid $137 for the shoe and the shoes were very uncomfortable and too big too large so I send them back again. I got another pair of shoes that was a smaller size without any so and they said well you have to pay out-of-pocket $500 I said $500 why cause thats what it causes so I have a shoe now that doesnt have an in so that hurts my feet and they wont take it back , so I talked to the company and they said you have to go to your doctor and the doctor said were not taking your shoe back .

  Business Response

  Date: 04/15/2024

  We apologize for the difficult situation, this concern needs to be resolved with your physicians office directly . You may also reach out to ******** if you are dissatisfied. We hope you find resolution to the issue you are having. 

  Thank you 

  Orthofeet Customer Service 

• Initial Complaint

  Date:03/25/2024

  Type:Delivery 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 2 pairs of shoes on March 12, order #*******. The order shipped on March 13. The tracking information stated that the order was to arrive o March 18. The order did not.I contacted Orthofeet on March 19. I spoke with *******. Not only was she rude and combative, she implied that I had lied about the original date that the package was due to arrive. I filed a complaint regarding her with Orthofeet that same day.On March 20, ********* emailed apologizing for the order delay and stated that they had started an investigation. I replied requesting a refund as I am in need of new shoes.I received another email stating that it coukd be another 72 hours.It is now March 25. I have no shoes, no refund, and when I called Orthofeet today, the supervisor was not available. I cannot purchase new shoes until my money is returned. These are work shoes.

  Business Response

  Date: 03/27/2024

  This order has been fully refunded 3/26. Customer may still recieve items, pending **** investigation in process 

  Customer Answer

  Date: 03/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

  The refund alert was sent to my phone shortly after filing the complaint.  Thank you.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/07/2024

  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.

  On 1/27/24 I placed an order online with Orthofeet for a pair of shoes at a cost of $101.60. I received emails thanking me for the order and over the next couple of days began calling the company to find out why I could not see the tracking or a number to call for the tracking. On Sunday, I received email stating the shoes were delivered. I could not find them on my enclosed porch and began trying to track the shipment. Eventually, I decided to check with the person who had purchased my house 5 years prior. I was unable to contact by phone and drove some 9 miles to her home to physically check if the package was there. I left a note on the door letting her know the shipment of shoes could be there or heading her way and to call me so I could retrieve the merchandise.
  In the late morning of 2/5, the new owner of my house called me and she confirmed the package was left. I drove again to the residence and secured my merchandise.
  On 2/5/2024 I called Orthofeet CS and was told it was not their fault and that I should have erased my old address of 5 years ago. I have ordered online some weeks 2-4 times with different companies and products and NONE have used my 5 year old address for shipping. I asked my call to be escalated to management and received a call from ###-###-#### who identified herself as a manager and she reiterated the stance of the company and stated there was some sort of program that needed to be changed and said she could do it on her end to erase the old address.
  Each email and call are documented and photographed All show the company received the order and accepted the order filled the order and shipped the order, without mention of the address it was going to.
  All of the business I have done online has a default address as the home address. The shipping address is only entered if the shipping address and the home address are different.
  For the time and mileage to obtain my merchandise I ask the company reimburse me $45.00.

  Business Response

  Date: 02/08/2024

  Customer order was placed on our website using address at ******* ** with a billing address of ********** ******. As this was customers first order we had no order history or addresses on file, so could not have populated incorrect information into the order.. The incorrect address was provided to Orthofeet via the customer using the Shop Pay app which most likely had both current and previous information. Customer was able to retrieve package satisfactorily.. 

  Customer Answer

  Date: 02/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I ordered the shoes from Ortho Feet.  I would have no way of  a third party of Orthofeet uses had a previous address of mine or that they were involved with this transaction.  The $45 dollars will NOT make me whole, and the comment from Orthofeet of "he got the shoes" shows little concern about the consumer by this company.  The information Orthofeet used was from Orthofeet. NOT supplied by me. As I sated previously,  no one in 5 years has used my old address and I order online 2-4 times a week.  Orthofeet has the duty of securing correct information for internet orders, not the consumer. 
  
  
  
  
  
  
  
  Regards,
  
  
  **** *******

  Business Response

  Date: 02/12/2024

  We are very sorry for the misunderstanding,  however Orthofeet was supplied with the shipping address as it is recorded on file by the consumer . We do not have any previous history with the buyer and had no stored information for this order. The address on file was supplied by the consumer, most likely thru a Shop pay app or similar app. 

  The consumer was provided an order verification prior to check out as well as an order confirmation immediately upon purchase for verification 

• Initial Complaint

  Date:10/28/2023

  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.

  In August of 2023 I ordered a pair of shoes for my domestic partner. He tried wearing them but they hurt his baby toe on right foot so we returned them in Sept 2023. Orthofeet CLAIMS they never received them and unless I have a tracking number they cannot refund my $119 and some cents. I do not have tracking #. Have never run across this bulls**t excuse in all the years I've ordered online. Seems to be a rip off to me. Take my money AND keep the shoes.

  Business Response

  Date: 10/30/2023

  We are very sorry that you are dissatisfied with our service. We do not find any return request processed thru our system and to date have not received the shoes. We provide Free return labels for all of our returns and are happy to accept returned shoes for refund within 60 days of purchase. 

  As a courtesy will will process this return request, although we have not received the goods back for a return within our policy nor has tracking been provided.  

   

  Thank you 

  Orthofeet Customer service 

   

   

   

• Initial Complaint

  Date:09/23/2023

  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.

  Sept 23 2023 order number #******* I accidentally purchased shoes on the orthofeet website as I was browsing.I contacted the business multiple times by phone and email.No response.I was trying to return them before they fulfill my order that I don't need.Please help get my refund back

  Business Response

  Date: 09/26/2023

  Thank you for writing, we do see that your order has been fully refunded 

   

  Orthofeet Customer Service