Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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 pair of shoes on 1/27/24. After two weeks, they had not been shipped, so I emailed OrthoFit to go ahead and cancel the order. They did not respond to my email, and chose instead to ship the shoes from a factory somewhere in ***** the day following my email. After 4 weeks of the package being listed as in the shipping process, they marked the shoes as delivered, although the package was never actually delivered. Reached out to the merchant to ask about whereabouts of the package, and never heard anything back.

  • Initial Complaint

    Date:02/26/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 on Dec 13. Never received. Contacted seller and received the below email. As a policy, refunds are not valid at this time as losing packages in transit is a loss to both our customers and our company. However, we want to emphasize that we are shouldering all reshipment and replacement costs to ensure you receive your order as quickly as possible.Not my fault I never received shoes. Poor customer service. Should be eligible for refund. I went online multiple times and it stated shoes were on their way. Never received. Would like to have refund because I no longer need the shoes.

  • Initial Complaint

    Date:02/22/2025

    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 online with this merchant on 12/21/24 for a pair of boots. I realized shortly after placing that order that same day, that they would not fit me because they were not "wide width" boots. I immediately sent them an email to their customer service address and then I also submitted an online support ticket through their website directly requesting that the order be canceled and that my money be refunded immediately. There is no phone number to contact them so these were my only options. They didn't respond to me and I had to submit several other tickets while my order was still showing 'processing' but not shipped. When they finally responded over 3 weeks later, they had happened to JUST process the order and it was en route. They refused to refund my money. They refused to stop the shipment. I have submitted 6-8 customer service tickets over the last 2 months demanding a refund. Most of them went unanswered, but when a customer service rep ******* finally told me that the original shipment was lost in transit, I again demanded an immediate refund. But they decided to ship me a SECOND pair of the same boots instead of refunding my money. I told them "Do not ship any more boots! I want my money back immediately". When they finally responded, they said they tried to stop the second order from going out, but they were unable to intercept it. So now the second shipment is still in transit and they said I will have to pay to ship them back to them if I want a refund!!! This company has absolutely refused to refund my money from the beginning. I want a full refund and I do not want to pay to have these boots shipped back to them (should I ever receive them) in order to get my money back. Their business practices are atrocious. Their customer service is the worst I have ever seen in my entire life. Everything is email and online ticket only which they don't even answer. Do not buy from them!

  • Initial Complaint

    Date:02/21/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 pair of boots from OrthoFit on January 23rd, order #ORTH90840. I didn't receive the order until February 20th. The boots were too small despite ordering a size larger than I normally order. I contacted the company to initiate a return and refund as they advertise a "hassle-free 30 day return policy". I can only communicate by email as they do not offer a **************** contact number. After my first attempt asking for return/refund information, the only response was continued questions about how did I know they didn't fit and to send photos of the shoes, packaging and size tags. I provided all of this requested information without further response from the company.

  • Initial Complaint

    Date:02/14/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Been waiting a month for the shoes, have written to the company email and for a month they responded one time saying they're on their way. What shoe would take a month to get here? I asked them to cancel and refund my order and they have now ghosted me.

  • Initial Complaint

    Date:02/13/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 purchase shoes from ********************** dba OrthoFit. When they arrived they were clearly substandard and not what was represented on the OrthoFit website. The website **** a return police stating 'hassle-free' returns. It is anything but hassle-free. I contacted the appropriate email address noted on the website but had no response, I prompted for a response several time and got a return email stating the matter was 'under review'. After several days I Prompted ZEFI again but also initiated a ****** dispute. This ultimately resulted in **** providing a return authorization. However, the return requires that the shoes be sent to ***** where they would be subject to an inspection for non use and original tags in place which would be a prerequisite for a refund. There were no tags on the shoes upon receipt and no way of telling if they had been 'tried on' by a previous potential purchaser. So a clear barrier to a refund existed. I then went to the local **** office and enquired the cost to ship the shoes to *****, it would be $32.50 plus the cost of appropriate packaging and the completions of a Customs declaration. Clearly this is at best a misleading business practice. Other than seeking satisfaction through ******, I have resolved that no satisfaction will come from ZEFI / OrthoFit.

  • Initial Complaint

    Date:02/09/2025

    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.
    Ordered shoes on Dec 29, 2024, waited 3 weeks, Orthofit said they delivered the shoes. I did not receive any shoes. Emailed them several times to either send me the shoes or give me a refund. They respond by telling me to send shoes for a refund. I can't return shoes I never received. Now they are telling me they are looking into it. I want my refund it's been way too long.

  • Initial Complaint

    Date:02/01/2025

    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.
    Jan 3 2025, at my doctors request I ordered these shoes. Sept 3 2024 I fell and broke my foot. These were to be transitioning shoes out of my post op boot. I inquired about delivery tracking. After 3 weeks I see it's coming from *****. I wrote customer service and my emails went unanswered. Meanwhile I ordered otherwise shoes and gave been wearing them for a week. I finally got the shoes. There was so receipt or any documentation, just shoes in a bag. The shoes also were not as sturdy as i need them to be. 5 days ago I reached out for return instructions. Nothing no response at all.

  • Initial Complaint

    Date:01/31/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 two pairs of shoes on January 19, 2025. They were delivered on or about January 28, 2025. Both pairs did not fit so I requested a refund through the website. They have not responded to any of my requests for the refund authorization form, which their website indicates is the only way to initiate that process. There is no number to call and all emails only generate an automated response. I sent in a request through their "contact us" page and separately by email. I have heard absolutely nothing from them.

  • Initial Complaint

    Date:01/27/2025

    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 shoes on Dec 24 ***** for ***** got confirmation and some time later tracking info.Last tracking status said it arrived in ******* have e mailed several times to get an update,last response i received gave updated tracking info,when i entered info it said item was in ******I believe this is a scam.

OrthoFit Store is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.