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Business Profile

Orthopedic Shoes

Clove Brand

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Shoes.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 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:09/01/2023

    Type:Sales and Advertising 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 spent 148.04 on these shoes but I discovered these shoes are not what they’re advertised to be. So I reached out to customer service since the order hasn’t been shipped and they claimed that they are unable to do that. I just want a to cancel and refund a product that hasn’t even been shipped. Especially since it’s not at all what it’s marketed as.

    Business Response

    Date: 09/26/2023

    To Whom This May Concern,
    Thank you for bringing this matter to our attention. We're happy to share details about this case, and offer the best support to the customer. 

    Once orders are placed on our website, they are immediately sent to our warehouse team for fulfillment. This ensures that customers receive their orders as quickly as possible. However, it does also mean that we cannot guarantee cancelations in all situations. Transparency is extremely important to our team that is why this policy can be found publicly on our website: *****************************************************************************************.

    This information was also shared with the customer upon them reaching out to us for an order cancellation request. While we do have this technical limitation, we are always happy to help however we can. In this customer's case, we can confirm that we were able to get their order returned back to our warehouse for a full refund. We typically assess a standard $10 return shipping fee, but this was waived entirely for this customer as a courtesy.

    If the customer has any further questions, they are always welcome to send us an email at [email protected]. Clove strives to offer exceptional customer support and replies to all inquiries within 1-2 business days.

    All the best,
    The Clove Team

  • Initial Complaint

    Date:07/15/2023

    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 order sneaker for work they sent me my confirmation and receipt for my order and than when it was delivered a picture of everything I order I was excited.Then I go to my mailbox a very small package was in my mail box. It was tooth serum hismile this products is worth 20 buck I was in shock and disbelief that someone scam me and millions of other people from there money it's shocking and sad.****** cannot move forward to refund my money until they can reach out to me through email.I have written to them several times and they have ignore me every time.

    Business Response

    Date: 07/26/2023

    This was a fulfillment mistake by the warehouse we partner with. A handful of orders were impacted by this, but all customers were informed of the error and given a proper next course of action. This customer messaged us threatening legal action, and stopped responding when our support team informed them of what happened. Due to the nature of the fulfillment error, it is likely that all of the impacted customers also received their shoes. This customer probably received her shoes after filing this complaint, and that is why she stopped responding to our support team.

  • Initial Complaint

    Date:06/08/2023

    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 placed an online order for several pairs of shoes. The email I received stated the package would ship in 3 to 4 business days. After four business days I attempted to reach out to the company several times with no response. They have no phone number listed, you can only contact them via text or online portal submission. They are unable to help me, get my package shipped or refund my money.

    Business Response

    Date: 06/21/2023

    To Whom This May Concern,

    Thank you for bringing this matter to our attention. We're happy to share details about this case, and offer the best support to the customer.  

    We indicate our shipping timelines on our website to ensure we're offering all of our customers transparency and aim to meet these expectations to the best of our abilities. This customer did contact the Clove team about their order, and our team responded back informing them on the whereabouts of their order. This required us to get in touch with our fulfillment partner, and we appreciated their patience while we did so before we followed back up. We can confirm that the order has departed from our warehouse, and has also been marked as delivered.

    Clove strives to offer exceptional customer support and replies to all inquiries within 1-2 business days. While we are a small team, we can guarantee that we worked as quickly as possible to assist this customer. We are more than happy to assist the customer with a return for a full refund if they no longer would like their products. We have contacted this customer to address their concerns and have offered to assist them with a refund, or anything additional that they need further support with. 

    Thank you,

     The Clove Team

Clove Brand is NOT a BBB Accredited Business.

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