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:12/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 11/13 I ordered a pair of OrthofFit tennis shoes. I purchased them for *****. The website said to order up a size so I bought the 8-8.5. When they arrived on 11/27 they said they were 8.5 which was too big for me. When I tried to tighten them, the toggle broke off. Clearly the quality was poor in design. I looked on their website for a customer service email and sent an email letting them know of the issues and that I needed a return address to send the product back and get a refund. I have been emailing back and forth to them for nine days. Each email tells me that they can let me keep them for a 10% refund. Then it was 15% then they said they could not guarantee that they would arrive to them for the refund to which I replied that I would return with a signature required. They asked for a picture of the shoes to which I sent. Then they requested more photos to which I sent. Finally today, 12/6 I received an email that said they cant return because they must be unused or untried. Instead, their resolution is to give me back 20%. I am so frustrated with this company and their dishonesty. All I wanted was to return the shoes that did not fit and that broke and instead, I am getting nothing but the run around. I let them know I would be contacting the BBB, my bank and the *** fraud division. They did not respond to this. The only acceptable resolution is a return for a full refund. I am not uploading documents as they have all of my emails and photos. The address they were shipped from is *****************, ****************************************************************************************

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 placed an order with this company and tried to contact them immediately bc the order came through with the wrong item. They have not responded. Email is the only option. I just got an email that says that there entire warehouse is shut down for at least the next few weeks because of Covid so my order will be delayed until they return. This was after receiving an email that my order had shipped and issuing a tracking number but then when I click on it is says that it hasnt been picked up yet. I am certain I have been scammed based on others complaints posted here.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  November 4th, 2023 purchased sneakers and flip-flops the flip-flops were too small Their ad website and order said money-back guarantee. I wrote to them on 11/27/2023 when I got the delivery and requested a refund. They asked for a picture they took a week to respond to each email clearly to stall and they refused a refund. They have many complaints and I guess I would just be another one. I would like my money back and for others to be warned about this scam of a company. Their quality is horrible as well.*****************************************************************************************************************************************************

• Initial Complaint

  Date:11/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a pair of shoes from Orthofit (Order #ORTH30765) They arrived on November 22, 2023. The shoes did not fit. Their website guarantees a full refund if returned within 30days. I contacted them on November 25, 2023 to begin the return process. They have only offered to refund 15% of the purchase price. Their return policy states:"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 a stress-free refund.Just return what you purchased from us in it's original condition and we will process the full refund. Buyer is responsible for any return costs.""Why Choose The Orthofit?30 Day Money Back Guarantee*If you are not satisfied with your order, just return it within 30 days of your purchase and we will give you a full refund*.Free *************** Returns*We offer the choice of free shipping over $50 and express shipping. If you need to return your order, we will also pay for the return shipping"*********************************************************** I have included an attachment of our email correspondence.

• Initial Complaint

  Date:11/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 several pairs of shows from Orthofit following the guidelines on their website for ordering up or down a size. The shoes were not shipped in a box or even shoe boxes. They were in all stuffed into a plastic bag and took more than two weeks to arrive. Upon receiving, I tried them on and found some were way too big and some were way too small. I then requested a return and was denied because they said that by trying on the shoes they were no longer in original condition and could not be refunded. Their response Thank you for reaching out.We only accept returns if the shoes have not been used as we will not be able to sell back the returned shoes to another customer if in case it has been tried on.Return policy *********************************************************** which states "return what you purchased from us in it's original condition and we will process the full refund"The shoes we cheap plastic and the soles were so hard you could not bend them. This store practices deceptive practices. The name of the store is similar to that of a legitimate store Orthofeet. They will not refund the shoes. I filed a dispute with my credit card too.

• Initial Complaint

  Date:11/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 placed an order for 2 pairs of shoes on October 30th, 2023 from ORTHOFIT. I received the shoes on November 15,2023. I opened one pair to inspect and try on (in the house). They did not fit properly and the quality was terrible. I immediately emailed the company to initiate a refund. As per their online return/exchange policy- items can be returned (stress-free) within 30days. Their customer rep ***************************** requested pictures and a video of the items. She came back a few days later to say that the items did not appear defected and they were exactly what I ordered. I NEVER SAID THEY WERE DEFECTED, simply asked for a REFUND. ******* then, came back with a 5% refund, a goodwill gesture, she called it. I refused of course. She said that because the shoes had been tried on they were considered used and were not eligible for a refund. Again, that IS NOT what their online policy states. This company is obviously a scam. To this date, they refuse to supply a contact number, or have denied my request to speak with a supervisor/manager. I have contacted my credit card provider to file an investigation and to resolve my dispute with this merchant.

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This website (**************************************) uses fraudulent business practices and I would avoid at all costs. All over their website they highlight "Our Guarantee - if you are not satisfied with your order let us know within 30 days and we will give you a stress free refund" and "Hassle Free Refunds". I ordered shoes that didn't quite fit right. We corresponded a number of times on this via e-mail, yet they refused to honor the above commitment and allow for a return / refund. They have no phone number and no mailing address to follow up.

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 placed an order for a single pair of Orthofit shoes on October 31st for $85.36 including their 1 year extended warranty.When the shoes arrived I tried them on and briefly walked around inside my house to give them a try. I realised immediately they were not what I was looking for and emailed the company for a refund. This store advertises that they have a 30 day wear test guarantee with a full refund with a stress free return policy if not 100% satisfied, where the actual truth is that if you even take the shoes out of the package and try them on they will say they are eligible for a refund. They say that only untried, unworn shoes can be refunded. They offered a paltry 5% refund that only amounted to $3.74. Added to this outright lie and deception, the quality of the shoes are not as advertised. They are a scam, or at the very least are hiding behind some very fancy wording on their website that absolves them of "inaccuracies" or "historical" information and that the buyer basically can not take anything on their site as 100% accurate. Take a read of their terms and conditions.The worst part for me is if I had lied and said that I simply changed my mind and didn't want them anymore, I might have actually gotten a refund. Except I was honest and said that I tried them on and wore them briefly inside my house before realizing they were not what I needed. Sure, they are letting me keep the shoes. And to add insult to injury if I did want a refund I would have to pay to ship them back.I have been in contact with Orthofit, I received the partial refund. And I have told them the same information directly with screen captures of the misleading information. They have not replied my further inquiries. I was able to leave an accurate review on Shopify, but the same review left on their actual website was screened and deleted. If that isn't a sketching practice I don't know what is. There are multiple other reviews on Shopify detailing the exact same issue.

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a pair of shoes from OrthoFit on November 4, 2023. We I received them I could not wear them, so I got in touch with OrthoFit and requested to be able to return them. I would told by OrthoFit that I could keep them and that they would give me back 10% of my money. They are now saying that they do not take returns. I was not told this before I order them.

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a pair of shoes on October 29 and finally received them from ***** on November 17. I wore them on November 18, for the first time. By the time I returned home in the evening, after a full day of running errands in them, my feet were in HORRIBLE pain, to the point that I was almost crying. These shoes are NOT what they advertised. I wish I had NEVER purchased from this company because these shoes are NOT helping my feet at all. I dont ever want to wear these shoes again.