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Business Profile

Online Retailer

Soma Care

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

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

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:09/22/2024

    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.
    I bought the Soma Care heat packs under the impression that they had a lifetime warranty. I have reached out to the company several times with no response. I purchased the multipack because my husband has back issues. They worked great the first few times we used them, but now I boil them and by the time they cool to room temperature, they are already hard again. I would just like a replacement of the product and am happy to return the defective ones, but have not been able to get a response from the company.

  • Initial Complaint

    Date:07/20/2024

    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.
    I bought these for my mom a few years ago. They were working great until about 8 months ago. I have been searching for an email or phone number to contact some care about correcting the issue due to being told at time of purchase that there was a lifetime warranty. The reason I had bought these was because my mom has scoliosis and spends a lot of time in bed per ** orders and the heat is the only thing that gives her relief especially between her medications. It was disappointing that we can't use them anymore due to the pack not turning back soft during the boiling process. A replacement of this product is the only thing that would rectify the situation. We have the variety pack that included several sizes. ( the large back soma care all the way down the a few little ones)

  • Initial Complaint

    Date:04/12/2024

    Type:Service or Repair 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 purchased a set of Soma Care heating pads at a Soma Care booth in our local grocery store a couple years ago. I was told there was a lifetime warranty. They stopped working over a year ago. I reached out twice to an email that was supposed to be their customer service and no one responded. The heat packs are useless and they no longer re-soften. Waste of money if they only work a few times.

    Business Response

    Date: 05/02/2024

    Dear ******,

    Thank you for bringing this to our attention.  I understand our customer specialists, ***********************, was in touch with you and replacement parts/product has been sent out to you.  Please advise if this information is not accurate.

     

    Thank You Again,

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

    Customer Answer

    Date: 05/02/2024

    I have reviewed the business response and accept this resolution. **************** was kind and responsive and worked quickly to replace the defective packs. 

  • Initial Complaint

    Date:11/20/2023

    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 pack with several different sizes. They worked great for the first few weeks but then I let them sit in their sold form for about 5 months and yesterday I went to go reheat them like it say to do and most of them wont leave the sold form. Even if they do within 5 minutes of being out of the water they are hard again. Im not sure what is wrong with them!

Soma Care is NOT a BBB Accredited Business.

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