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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

  • 149 total complaints in the last 3 years.
  • 83 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:11/07/2023

    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 shoes size 6.5 and received size 5.5. I immediately informed the company and was told that they would look into the matter. After 12 emails I was told that I had to return the item at my expense. I gave them the tracking number. I informed them that the item arrived at the address they provided on November 3rd. Now I received an email saying it was the wrong tracking number. It is correct and they have received the shoes! I am furious and expect my refund. I have done everything that they asked even though it was their mistake to begin with. This company should be shut down!

  • Initial Complaint

    Date:10/07/2023

    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 placed an order for $59.95 with the discount code off 12% to be applied at checkout. After I paid for it it didn't take off the 12%. I immediately looked for a phone number and the company only had an email. I emailed them 3 times. After explaining the issue repeatedly. The company email me back. "Your order was shipped, and after the order gets shipped out, no modifications can be made to the order.. Upon receiving, if you are unhappy, you can ask for the return address in an email." I have never received the item or have I been able to reach anyone with the company. I am working with PayPal to get the fraudulent charges off. Very shady and unprofessional company. If I don't get a refund I would like to begin court proceedings.

  • Initial Complaint

    Date:09/30/2023

    Type:Order 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 a pair of sneakers 8/?/23 got them 9/29/23. I noticed both the labels on the shipping and packaging were covered with different labels. ( no way to peel off to see anything) I open the shoes and they smell to high heaven. They were also not in the nice zip bag included. I thought that strange. They of course were to small which I expected after seeing what had arrived. Cardboard, rubber and cheap cheap nylon and laces. Definitely c*** scam quality. I did contact by E-mail which confirmed my scammer thought immediately as I was typing. Im not even going to deal with these scammers. I gave them a piece of my mind and wrote these $$ off as a learning ******* Please dont buy from this farce of a website!!

  • Initial Complaint

    Date:09/13/2023

    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.
    8.1.2023 I ordered 2 pairs of shoes designed for arch support. The description said to order up a size. I ordered one my size 8.5 and another a 9. They were delivered ****. I tried them on and neither fit. The 8.5 was too small and the 9 was way too large. I found the packaging and searched my emails to see if anything contained return information, nothing did. I searched their website and found this: 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.So I emailed with directions on how to complete my return. And was sent this: Please return the product and keep on tracking the status of the return. Kindly share the tracking number after returning the item. Without a tracking number, we won't be able to consider it as returned. Please return it in a timely manner. If we receive the package outside of 30 days from the date of delivery, the package will be destroyed by the warehouse and no refund will be issued.These statements are contradictory. One says to let them know within 30 days and the other days if its not within their warehouse by 30 days you will have paid for the return cost and also not be reimbursed-and the items will be destroyed. They said otherwise I could a 40% discount which isnt a good replacement for items that do not fit.

  • Initial Complaint

    Date:06/01/2023

    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 three pairs of sneakers on 12/1/2022 for a total of $146.85 (order #ORTH25976) and I never received my order. I have several emails with them and they stated that they would refund my money. I also contacted my credit card and they would not help. OrthoFit would just say that I will get my refund however I have never received it. I told them they cant keep my money if I never received my order.

  • Initial Complaint

    Date:03/31/2023

    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.
    Purchase 12/24/22 for $59.99. The order number is ORTH51048.The shoes purchased are defective and have tears in the lining with white foam sticking out. There is nothing orthotic about these shoes. They are very flimsy and have a strong chemical odor. The shoes are not wearable. We asked for was a return label. We found out that they want us to pay for return shipping to ***** and if the did not receive the shoe within 30 days of order we would not get a refund. This would require us to pay for express shipping to ***** with is more than we paid for the shoes, with no guarantee we would get a refund. When attempting to leave negative feedback we were not allowed. It appears they manipulate feedback data to only show positive feedback. We are currently working with our credit card company to dispute the charges. Please look into Orthofits business practices.

  • Initial Complaint

    Date:02/16/2023

    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.
    Purchased 3 pairs of shoes for $134.00 in Jan. 2023. Wrong sizes sent, extremely poor quality with a very strong chemical smell. Contacted company 4 times about this. When they finally contacted me back with return information to ***** at my expense, although they falsely advertise refunds if you are not satisfied, it would be beyond the 30 day return timeframe. After sending them many pictures proving they made the mistake they offered a 30 percent partial refund. I accepted it to just be done with them. I was only given back a 21 percent refund. I believe I should have gotten a full refund since the shoes are not wearable. They falsely advertise arch support shoes. There is absolutely no arch support. The shoes feel like the soles are made of cardboard. Never saw such poor quality. They falsely advertise full refunds. The customer service is horrible! They lie to you about your refund. I want a full refund of $134.00. I will also be contacting the ************************* This company needs to be shut down in *******. They are a total scam.

OrthoFit Store is NOT a BBB Accredited Business.

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