ComplaintsforFoot Relief Insoles LLC

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on October 20, 2022 for one pair of women's All Purpose Foot Relief Liquid Filled Shoe Insoles. According to the website, the insoles were available and I was charged $55.90. As of today, November 3, I have not received the insoles. I have made numerous phone calls, sent several emails, sent a text message trying to contact their customer service and find out what is going on, all according to their customer service instructions. I have never been able to speak to a person nor have I ever gotten one response to any of my inquiries, except for an automated email reply. This is horrible customer service and terrible business practices!! I will never recommend this company, their products, nor will I ever purchase anything from them ever again! At this point, I want my money back and the order canceled.

  

  Business response

  12/04/2022

  Hi ******,
  
  Our records indicate you received the original order on 11/7. We realize the order did not arrive by the expected date and we apologize for the delay. As a small business we have been met with many challenges over the past couple years and we are working hard to deliver the positive customer experience our customers have come to know and expect. We see that you did received the free pair of insoles we sent as a token of good faith.
  
  When you originally tried to contact us you had called during the busiest time of year for events and we were unable to respond to all requests in a ***** manner. We apologize that there was not a live agent available during all hours of normal operation and we are making improvements to better meet your needs in the future. We hope to continue to have you as a long term customer in the future.
  
  Sincerely,
  
  Foot Relief Insoles

  Customer response

  12/04/2022

  I am rejecting this response because:  Yes, I did finally receive my original order, once I filed a complaint with the BBB. Yes, I did receive a free pair of insoles, which I appreciate. My dissatisfaction with your company stems from your absolute lack of preparation to notify customers of your situation. You knew that your busy season was in-process and you knew your staffing shortages.  From a customer perspective, you should have changed the automated message on your voice mail system to alert customers that this was the case & to expect delays in order fulfillment. The same thing holds true with your automated email response. Even an announcement on your website would have been appropriate.  Instead, you left customers with the expectation that an agent would contact them within a reasonable amount of time to respond to their concerns. I sincerely hope that next time you are prepared to notify customers in order to avoid customer dissatisfaction and disappointment. 
  

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