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Business Profile

Orthopedic Shoes

Orthofeet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Shoes.

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/27/2023

    Type:Product Issues
    Status:
    Resolved
    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 spoke with CSR on 7/25 to see if I could get a credit or refund for a purchase for shoes purchased for dad. The return policy is 60 days. Purchase date was 5/13/23. They were received on 5/17/23 and my dad passed away on 7/8/23. He was 87 years. The CSR told me to send email explaining the situation and request an exception. I received a reply back denying my request as it was past the 60 days. I originally requested an account credit if I could not get a refund, and I was led to believe there would not be any issue and should receive a refund once reviewed.

    Business Response

    Date: 07/28/2023

    Thank you for writing to let us know of your concern. The photos received of the item indicated that they were worn, and this was the reason for the rejection. As a courtesy we have issued a refund for the order. Please feel free to donate the shoes to a local charity. 

    Orthofeet Customer Service 

    Customer Answer

    Date: 07/30/2023

    [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.

    While I appreciate the resolution, I am concerned about the statement that the refund was  rejected due to wear.  The published company policy states:

    Test our products Risk Free for up to 60 days (from date of purchase), and if you are not completely satisfied return them for a full refund.

    If this is not the policy it should be removed from the website. 

    Thank you for reviewing this.



    Regards,


    ***** ******* 

  • Initial Complaint

    Date:07/07/2023

    Type:Delivery Issues
    Status:
    Answered
    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 June 2023, I ordered a pair of sandals from Orthofeet. I did not set up an account and ordered directly, as a "guest", as most other sites call similar transactions. After a while I did not receive any email confirmation or shipping notice, so I called them. I was told that the order was shipped to an address different than mine in my community. Orthofeet said that the address it was sent to was something I typed in, and also said that the email I provided was different than my actual email. I've lived at my current address all my life and I've had my email address for over 30 years, so I know them both well. Not to mention that most fields are automatically populated. To resolve the issue, I was given a ***** tracking number and told to contact them or go to the incorrect address and ask them for the package. The ***** response was, well that's where we were told to deliver the package. I am not going to drive halfway across the community to ask if someone accidentally receive a package that Ortho had delivered to them. When you go to the Orthofeet website there is no way to track what they have in their system and the chatbot is totally useless. We want the shoes delivered to the right address or a refund. According to the customer service rep I spoke to the order # is *******.

    Business Response

    Date: 07/19/2023

    Good Morning, we are sorry for your experience with your order. The address and email provided on the original order was ************ and shipping address ****************. We do not autofill address or email information and have corrected your information based on your conversation with our **************** team. We will be happy to provide you with a refund for the order, please check your email for the refund confirmation 

    Thank you

    Orthofeet **************** 

  • Initial Complaint

    Date:03/03/2023

    Type:Delivery Issues
    Status:
    Answered
    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 two pairs of women's shoes and I ended up receiving men's shoes. Wrong color/size, I am very disappointed and a bit upset because I really needed the shoes for my new job. My mom is suffering from her feet as well. I was highly looking forward to getting home and see the new shoes. Unfortunately, I received the whole order wrong. It's Friday evening and I'm going to have to wait for next week to call because customer service is open from Monday-Friday. I have ordered from them before and never had any issues, except for the fact that shipping takes a while. I'd like to get what I had ordered. My order number is *******

    Business Response

    Date: 03/17/2023

    We are so very sorry for your experience and out error in shipping you order. We have checked your account and it seems that the resolution and correction has been taken care of/. Please reach out to us directly if you require any additional assistance 

    Thank you 

  • Initial Complaint

    Date:09/02/2022

    Type:Product Issues
    Status:
    Answered
    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 pair of shoes from Orthofeet.com. They boast free returns. I have emailed twice as well as tried to "live chat" twice on their website to return the shoes. I previously had filled out the return form on the website and did NOT receive the email with the return label in it. I have no way to return the shoes and the company is not responding to any inquiry. My order number is ******* and the total was $113.07. The shoes do not fit & have not been worn except to try on. When I go back to the website there is no option to do anything with the return because it says return initated but they never sent me any email or label to return the shoes. They are not responding to any email so it's very frustrating. I just want them to email me a label to return the shoes but at this point I am afraid if I send them back I will not get a refund since they are not responsive.

    Business Response

    Date: 09/04/2022

    Thank you for writing, we automatically email you a copy of the label when you make the return request, it may have landed in your junk or spam folder, please check. We have also just resent the label as well. if you cannot access please call us at ************ and we will be happy to assist you 

    Thank you

     

  • Initial Complaint

    Date:08/31/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Placed order number ******* on August 24. Was given a fake tracking number. The **** tracking number I was given was delivered on JUNE 28 to *****. Contacted company via PayPal and email. No response. Chatted with CSR online. I told ***** a response to my previous contact would have been appreciated. He said I just responded to you above. Was told **** recycled tracking numbers. Contacted ****. They DO NOT recycle tracking numbers. Was talked rudely to and LIED to by the **** I want full refund.

    Business Response

    Date: 09/01/2022

    Thank you for your review and our apologies for any confusion and inconvenience. According to our records your package was delivered 8/31 via **** tracking 9461216903200889434795.  We are aware this was a recycled tracking number and have been working with **** to resolve successfully

    We are sorry you were given incorrect information by ****, regarding the recycled tracking numbers, but made certain that all packages were being delivered as expected. We hope you love your shoes and will visit our store again in the future 

     

    Thank you

    Orthofeet Customer Service 

  • Initial Complaint

    Date:08/30/2022

    Type:Delivery Issues
    Status:
    Answered
    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 shoes from Ortho feet, didnt like them paid to return, lost receipt 2 and a half months later they say they never got them , I know this is a falsehood

    Business Response

    Date: 08/31/2022

    Good Morning, as of 8/30 the product has not been scanned back to our facility. In an effort to resolve we have agreed to refund but cannot due to the chargeback issued with the credit card company. We will need to wait for the Chargeback to resolve so that we can have access to the funds for refund. According to bank policy this can take up to 75 days 

    Thank you 

    Orthofeet Customer Service 

    Customer Answer

    Date: 08/31/2022

    [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.

    Regards,

    *****************, I accept

    Customer Answer

    Date: 09/15/2022


    Complaint: 17801325

    I am rejecting this response because:

    The Charge back was done 2 weeks ago. 
    Ive done everything I can do to get Ortho feet to refund my money sent shoes back on June 22/2022,released funds , still havent gotten my money back, released on  8/30/2022 still no refund



    Regards,

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

    Business Response

    Date: 09/16/2022

    As of 9/16 the product has still not been received by Orthofeet, we have refunded the monies as a courtesy 

    Thank you

Orthofeet is NOT a BBB Accredited Business.

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