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

Custom Shoes

Tread Labs, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:07/23/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 on-line order with Tread Labs on 07-07-2025, documented under Tread Labs Order #********, for two products, a pair of Pace Short Insoles, sale price of $48.75, and a pair of Pace Wide Insoles, sale price of $56.25, for an order total of $105.00 after taxes. The **** Tracking #**** 1508 9956 3034 7042 23 indicated both pair of insoles would be arriving in a single package, however, when the package arrived on 07-10-2025, only the Pace Short Insoles were inside the package, and the Pace Wide Insoles were nowhere to be found, and in fact, had not been included in the delivery. As of this date of 07-23-2025, I have not received any other packages from Tread Labs with the missing pair of Pace Wide Insoles, and I have not received any notification there would be any other packages delivered with the missing insoles. I have called the only phone number on the Tread Labs website, **************, multiple times, and only ever receive an automated message from Tread Labs, inviting a message to be left. I have left messages explaining the situation on the Tread Labs answering service on 07-15-2025, 07-16-2025, 07-17-2025 and 07-21-2025, however nobody from Tread Labs has ever returned my phone calls as requested. I also sent explanatory emails to Tread Labs at ******************************** on 07-16-2025, 07-17-2025 and 07-21-2025, however nobody from Tread Labs has ever responded to my emails. I have ordered from Tread Labs several times in recent years with satisfaction, always receiving my orders in full, and never having reason to contact them. This is the first time my order has not been fulfilled, and yet they charged my credit card for the product I have still not received. The biggest frustration in this matter has been the inability to establish contact with the company in order to attempt to work this situation out. If I simply get the product shipped to me which I paid for, I would consider this matter closed. Thank-you for your assistance.***** ******

    Business Response

    Date: 07/24/2025

     

    Dear Mr. ******************* you for reaching out, and we sincerely apologize for the delay in response and for the inconvenience you've experienced with your recent order.

    We understand how frustrating it must be to not only receive an incomplete shipment, but also to have difficulty reaching uswe truly regret the lack of communication.
    After reviewing your order and tracking information, it does appear that the shipment was intended to include both the Pace Short and Pace Wide Insoles. We're very sorry that only one item arrived. Ive gone ahead and escalated this issue to our fulfillment team to confirm what may have happened with the missing Pace Wide Insoles. In the meantime, Im arranging to have a replacement pair shipped to you immediately, at no additional charge.Youll receive a confirmation and tracking number as soon as that shipment goes out.

    We greatly appreciate your past support as a customer and completely understand your frustration. Please rest assured that we're taking your feedback seriously, and were committed to making this right.
    If you have any additional questions or preferences regarding the replacement shipment. 
    Thank you again for your patience, and Ill follow up shortly with tracking details once the new shipment is on its way.

    Customer Answer

    Date: 07/25/2025

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

    P.S. I am grateful to Tread Labs for going beyond what was necessary to resolve this matter, by not only using next day air shipping to quickly get my product to me, but also in including an extra gift for the trouble. This sort of business practice would explain their A+ rating with the BBB.


    Regards,

    ***** ******

Tread Labs, LLC is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

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.