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:05/13/2025

  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.

  I ordered socks from ******************************* and they are the incorrect socks. Their website states they have a return policy for 30 days after purchase. I purchased the socks on May 3, 2025. I have contacted the company multiple times through their website since May 8, 2025 and have received no response other than automatic emails. They have no instructions on how to return the items.

  Business Response

  Date: 05/14/2025

  Dear *****,

  We apologize for any inconvenience this may have caused. We understand your concern and value your business with us.
  
  We are sorry to hear that you have encountered issues with your recent purchase. However, we are happy to inform you that your full refund has been successfully processed for your order and has been credited back to your original payment method.  Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. 
  
  We appreciate your understanding as we worked to address it, as a token for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Thank you for your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us at *********************************************************************

• Initial Complaint

  Date:05/09/2025

  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 was going to order two pairs of socks. That was about $18. The website leads you to a page where you MUST order additional items to continue, so I stopped my order and didn't confirm the additional items. My order should then not have been processed. I then received an email charging me $83.60. I immediately contacted them to cancel the order but they shipped it anyway.

  Business Response

  Date: 05/12/2025

  Dear ****,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  Customer Answer

  Date: 05/12/2025

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:05/09/2025

  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.

  I purchased these just a week ago, they came quickly. But when my husband saw that they didn't have toes, he wouldn't even try them on! So I would like to send them back for a refund, but I can't seem to get ahold of a phone number, or even an address. The email address for them won't load on my phone.

  Business Response

  Date: 05/12/2025

  Dear ******,

  We apologize for the inconvenience this may have caused you. We understand your concern and value your business with us.

  Upon full review of your complaint and our records, we are unable to find an order ID with the email and name you provided. Please provide the email address that this order was placed with along with the order ID. Once that information is provided and we can locate the order, this will help us investigate the matter thoroughly and ensure a swift resolution to meet your needs.
  
  Thank you for your cooperation, and we look forward to resolving this for you. If you have any further questions or concerns, please do not hesitate to reach out to us at *********************************************************************

• Initial Complaint

  Date:05/07/2025

  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.

  SootheRelieve automatically placed my order for socks while I was merely looking at them as per their email ad to me. They purported to have a special for extra pairs of compression socks. I had ordered a pair a couple months ago and was fairly satisfied with them. I only looked at the email link to see how much another pair would be on special sale. Before I knew what happened it came up as ORDER PLACED. I was only looking at the price!! I tried to cancel immediately but their site wouldn't let me. Eventually, several emails from me and they replied saying the socks were already in the shipping system and can't be canceled. Only option is to return them when I receive them. I just received them today, but not 1 pair or even 2 but 5 pairs of the socks!!! They enclosed NO INVOICE/RECEIPT, so I have NO IDEA HOW MUCH THEY CHARGED MY CREDIT CARD!!! I searched for this info on their My Account page but there is NO INFORMATION!!! NO order history, etc. like all other online companies have. I wrote them online to complain about this lack of access and transparency but they only replied with an AI message on my email asking me to reply to from my email. I did that and now awaiting, but not expecting a timely response or resolution. I saw their ad the first time while playing my online Scrabble. I checked them out but was unaware of their unscrupulous business practices. That's when I ordered a pair of compression socks and was ok with them: though overpriced, they do help with my ankle swelling. I am an elderly senior on a very tight fixed income. I can't afford overpriced items and Fraudulent charges on my credit card. This company is very unscrupulous by baiting people to purchase, unaware and unbeknownst, then not allowing to rescind the order that was not authorized in the first place. Now I won't know how much money I am out til I receive my credit card statement. Don't remember which card I used as Soothe isn't letting me see my account. Please help ??

  Business Response

  Date: 05/09/2025

  Dear *********,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  Customer Answer

  Date: 05/17/2025

   

  I still have not received the 50% refund of my money that SoothRelieve had agreed to reimburse me for the merchandise I did not order. Hence, please don't close my file until this dispute is resolved.

  Thank you.

  Business Response

  Date: 05/21/2025

  Dear *********,

  We understand your concern regarding the refund for your order. Upon checking our records, we can confirm that Order #************* was fully refunded on our side on May 9, 2025.

  Please note that while the refund has already been processed from our end, it may take a few business days for the amount to reflect in your account, depending on your bank or card issuers processing times.

  We kindly advise you to contact your financial institution directly for further assistance, as they will be able to provide you with detailed information on the status of the refund on their end.

• Initial Complaint

  Date:05/07/2025

  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.

  Ordered one pair of socks for $17.00. The company added several more pair of socks to the order without my permission, total $100.71. I immediately cancelled the order but they told me it had already shipped. This is obviously a scam. Would like a refund immediately! Thank you.

  Business Response

  Date: 05/08/2025

  Dear *******,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  Customer Answer

  Date: 05/12/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/07/2025

  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 did not order these socks nor did I give my bank information for a purchase. I was only looking at these socks. How 4 pair got ordered is a mystery to me. I did not set up an account with Sooth ********************** from ********** ID. Do I return the socks now or wait for the refund.Thank you ****** ******

  Business Response

  Date: 05/08/2025

  Dear ******,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  Customer Answer

  Date: 05/08/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/06/2025

  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 from SoothRelieve. They double charged me. I have tried unsuccesfully to contact them with NO luck. When I put in there address it came back as Zillo Home sales

  Business Response

  Date: 05/07/2025

  Dear ******,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

• Initial Complaint

  Date:05/05/2025

  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.

  On 5/3/2025 I order one pair of their socks to try with ******. $14.90 Order #************* Was contacted by ****** indicating they had received two orders from SoothRelieve. I was also being charged for four more pairs of socks $60.91 for a total of $75.81. I contacted SoothRelieve to cancel the second order within their 12 hour cancellation window. I was told by ********* they could not cancel because the order had shipped. SoothRelieve will not pay for return shipping. I would like SoothRelieve to pay for return shipping and a full refund of the second order $60.91.

  Business Response

  Date: 05/07/2025

  Dear *******,

  Thank you for your patience. We have reviewed your case and see that we will not be able to proceed with your refund because a chargeback case has been initiated from your side.

  Unfortunately, it is impossible to issue a refund when a dispute is in progress. In this case, there are 2 options available:

  If you can lift the chargeback with your payment provider, we can proceed with the refund request from our side.
  If lifting the chargeback is not possible, please note that the outcome will be decided by your payment provider, not by us as the merchant.

  Additionally, please be aware that the chargeback resolution process might take up to 30 days and once the payment provider makes the decision, we will not be able to proceed otherwise.

  Please let us know how youd like to proceed and if theres anything else, we're here to help in any way we can, you can reach out to us at *********************************************************************

  Customer Answer

  Date: 05/22/2025

  This is the experience that I have had with SoothRelieve. On 03-05-2025 I intended to purchase one pair of their compress socks from their online store to try for size and comfort (Order # *************). Shortly after purchase I was notified by my payment method that I was being billed for an additional 4 pair of socks that I did not order. I contacted SoothRelieve and asked them to cancel the order and received the following.

   

  Chatterly(SoothRelieve) May 4, 2025, 09:42 EDT Hello Ruichard, Thank you for reaching out. Upon checking, I see that your order has already been packed and is on its way to the carrier. Tracking details will be sent to you shortly. Since the package is already in transit, were unable to process a refund at this stage. However, once it arrives, youre welcome to initiate a return by following our return policy guidelines. Please let us know if there's anything else we can assist you with. Kindly, Chatterly SoothRelieve team

   

  I then contacted my payment company and asked them to check into this problem and they indicated they could not assist me with the issue and were closing their case on the request. I received the five pair of socks but did not open the package. I contacted SoothRelieve again and was provided with the response below.

   

  Maya (SoothRelieve) 

  May 20, 2025, 09:57 EDT 

  Hello *******,
  
  Thank you for reaching out to us.
  
  Upon review, it seems that you have already filed a report with your payment provider. I want to clarify that once a chargeback process is initiated with your bank or credit card issuer, we are unable to process a refund from our end, regardless of the outcome of the chargeback.
  
  This policy ensures the integrity and finality of the financial process involved. Therefore, any resolution will be conducted directly through their platform.
  
  Should you have any further questions or require additional assistance, please don't hesitate to contact us.
   
  Kindly, Maya
  SoothRelieve team

   

  My payment provider has advised me they cannot do anything as the seller is telling them the order is valid.  The payment provider has closed my dispute for that reason. There is NO chargeback and the above response from the seller appears to be a stalling tactic.

  The sock packages are unopened and there should not be any reason that I can not receive a full refund for the four pair of socks that I did not order.

  Any assistance with issue would be greatly appreciated. If you need additional details I have email communications with all the parities involved.

   

  Thank You,

  Business Response

  Date: 05/28/2025

  Dear *******,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  Customer Answer

  Date: 05/28/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/03/2025

  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.

  Ordered 2 pair support socks for $38.91. Sent 6 pair and billed AMEX an additional separate charge of $39.80 on 04/21/2025. Want to return the 4 pair for refund but cant seem to get company to respond on how to do that.

  Business Response

  Date: 05/05/2025

  Dear *****,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

• Initial Complaint

  Date:05/01/2025

  Type:Billing 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 order 1pair of socks from Sooth Relieve so I could try out . When I got to the checkout they have charge me ****** things I didn't order. I try canceling the as soon as seen the bill. They said I had to email. I email many time and no response. I try calling they ask you to leave all your information. But no call back. I call my my bank as soon as possible to tell them not to pay them they said for me to call back in 2 days.

  Business Response

  Date: 05/05/2025

  Dear ******,

  We sincerely apologize for any inconvenience this may have caused, and we understand the frustration it can bring. 
  
  We already investigated this issue and I'm pleased to inform you that we already successfully processed a full refund for your order and has been credited back to your original payment method. Please allow 5-7 business days for the refunded amount to reflect in your account, as processing times may vary depending on your financial institution. However, as a token of our appreciation for your patience and understanding, we would like you to keep the items as a complimentary gift from us.
  
  Once again, we sincerely apologize for any inconvenience this issue may have caused. We appreciate your understanding.
  
  If there's anything else we can do to assist you or if you have additional concerns, please let us know reach out to us at *********************************************************************

  Customer Answer

  Date: 05/05/2025

   
  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.
  
  Sincerely,
  
  ****** ********