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Business Profile

Online Retailer

OrthoFit Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 192 total complaints in the last 3 years.
  • 102 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2024

    Type:Customer Service 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 ordered shoes 6/16/24 and when I received them 6/22:24 they were way too big and they were cheaply made and looked like they would not provide the support I require for my painful neuropathy. I couldnt wear them. I contacted them via email because they dont provide a telephone number. I contacted them twice asking for the return process. I have not heard anything back from them. I am going to get a hold of my cc company and try to stop payment. I received them in a plastic bag and will be returning them in the same bag.

  • Initial Complaint

    Date:06/24/2024

    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.
    While placing an order, I by accident placed a duplicate order. Within five minutes I had contacted the company and notified the company, but was told it was too late to cancel the duplicate order. However, when received I could return for a refund. Once received I was informed the company did not honor a return policy, the return was my responsibility and cost.

  • Initial Complaint

    Date:06/23/2024

    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 ordered a pair of slip resistant shoes in May 2024 from this company. I spent close to $50, hoping for a great shoe as advertised but trusting the hassle free return policy in case they didn't. I received the shoes 2 weeks later in a clear plastic bag, no box or protection for the shoes. They did not fit as expected nor look like the photo. Nowhere did it state final sale, no refunds nor that returns were international and 100% paid by customer which contradicts the "easy and hassle free returns for any reasons" statement. I was offered 15% refund to keep them; then 25%. Each time asking for photos to proove they were not worn and in original packaging; which I sent. I tried them on for fit once; never wore them!And each offer was a long email apologizing yet not accepting a return. Why would I want to keep a falsely advertised shoe that doesn't and now has become a hassle? This is a scam company and based on other complaints a legit complaint.

  • Initial Complaint

    Date:06/23/2024

    Type:Delivery 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 ordered a pair of orthopedic sneakers on 5/22/24 order #orth67268. I was originally billed for 2 of the same pairs, My bank refunded me for one pair. My credit card was charged within minutes. I waited till 6/9/24 for an email to be answered on whereabouts of my order. I was told it was returned to them because of invalid address < which is not>I live at the address which I provided them with . I have continued to email since they do not have a customer service number to speak to an agent in person. No response and I still have not received my sneakers or have gotten a refund. Very poor customer service.

  • Initial Complaint

    Date:06/14/2024

    Type:Delivery 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.
    On May, 25, 2024, I ordered sneakers on sale for Mother's day. I received the confirmation (picture of which was uploaded here) and no further information. $59.95 was deducted from my PayPal account the same day as the purchase. When I go to the website and search the order number, the response is "order not found." I believe I've been scammed by an illegitimate website scam.

  • Initial Complaint

    Date:05/04/2024

    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 ordered a pair of slip resistant shoes in April 2024 from this company. I spent close to $50, hoping for a great shoe as advertised but trusting the hassle free return policy in case they didn't. I received the shoes 3 weeks later in a clear plastic bag, no box or protection for the shoes. They did not fit as expected nor look like the photo. The website recommends ordering one size up so I did and they SWIM on me. Nowhere didn't state that returns were international which contradicts the "easy and hassle free returns for any reasons" statement. I was offered 15% refund to keep them. Why would I want to keep a falsely advertised shoe that doesn't fit because the source said order 1 size up and now has become a hassle? This is a scam company and based on other complaints a legit complaint.

  • Initial Complaint

    Date:03/24/2024

    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 ordered a pair of slip resistant shoes in January from this company. I spent close to $100, hoping for a great shoe as advertised but trusting the hassle free return policy in case they didn't. I received the shoes 3 weeks later in a clear plastic bag, no box or protection for the shoes. They did not fit as expected and were slippery (not good for working in a restaurant!). I emailed for a refund and was told their warehouse is "relocating" so they aren't accepting returns currently but was assured they'd accept my return after warehouse was reopened. They also offered a 15% partial refund to save me the hassle - which I denied. I emailed back a month later and now they're telling me that I have to pay for international shipping and if they don't get the return (which they say happens routinely) I will be out that cost as well. At one place on their website it even states the company pays the return shipping! They offered me the 15% refund again. I denied and asked for address. Next email from them tells me if the shoes aren't in the original shipping package, unopened, then I can't return them and offer a 25% refund. This company is obviously not legitimate!

  • Initial Complaint

    Date:03/11/2024

    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 have purchased shoes from Orthofit on February 21,2024. Recieved the shoes on MArch 2, 2024. they did not fit so I requested a "quick & easy refund". I was delayed, unresponsive and ignired until they finally offered a 15% "refund" . This is a hoax and they are riping off customers.

  • Initial Complaint

    Date:03/08/2024

    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.
    The shoes I received are not good for my feet. I have asked to return the two pair that I ordered and asked for a refund. The company requested pictures of the shoes in perfect condition of which I sent, and I have not heard from them since. I was within the 30 days for a return. Egg

  • Initial Complaint

    Date:03/05/2024

    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 placed an order for two pairs of shoes, one regular width and one wide width as I was unsure how theyd fit. I didnt think this would be an issue to return what didnt fit given their stress-free refund statement on their website. I have sent two messages through their website and three via email with no response. All shipments are from *****, which they fail to mention anywhere on their website. The shoes took almost a month to be delivered. From their website: Our Guarantee here at The Orthofit means if you are not satisfied with your order let us know within 30 days and we will give you an stress-free refund. It then tells you how to contact them for a return form. I have heard NOTHING back from them and will be attempting to dispute the charge on my credit card. I truly wish I had seen all these complaints before wasting my time and money!!!

OrthoFit Store is NOT a BBB Accredited Business.

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