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:03/17/2024

  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 am diabetic and having trouble with leg swelling, and my physician suggested I get some compression socks, so I thought these socks would be great. How wrong I was. Their website is hard to use, and trying to understand the options of socks is in need of a PhD.
  I did receive said socks and can’t even get them on. They have a no return/refund policy which is not expressed on their website. I contacted customer service which was a run around. I was told they would send me a pair of non binding socks for my troubles. The only property this, is they have no compression in them what so ever so will serve no purpose for me.

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  AnsweredMore 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’m writing this cause I ordered 2 pair of diabetic compression socks. One the socks given were not compression socks. They were like regular socks that didn’t even fit. They were binding and had no leg support at all. I don’t understand why they are allowed to continue with fraudulent activities. These socks are not as advertised. They offer no support at all.

  Business Response

  Date: 04/01/2024

  While we have not received any formal complaint from this customer, we have proactively issued a refund of $64 to address any potential concerns or issues. We believe this action demonstrates our commitment to customer satisfaction and ensures a positive experience with our services.

• Initial Complaint

  Date:03/10/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 two pairs of compression socks from VIASOX, their website states on the page that the socks will fit calves up to 18". When they came and did not fit (I have a 17.5" calf) I reached out to ask what the deal was. They said to me "This is your mistake as we only recommend them for calves up to 16" when I asked where to find this information they said it was in a video somewhere on the website. EVERY description says they fit 18" calves.
  They did offer to send me a different kind of sock and I agreed to this, but that only accounts for $20 of the $61 I spent.
  In addition the packaging says "Satisfaction Guaranteed"

  Business Response

  Date: 03/29/2024

  I understand your frustration and genuinely appreciate your cooperation in accepting the replacement.
  Rest assured, we're dedicated to finding the most suitable solution for you within our guidelines. While we issued the replacement initially based on your agreement, if you still wish to receive another replacement, we're more than willing to assist you further.
  
  Thank you.

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The company did not send me a replacement, they sent me an entirely different product because the socks I actually ordered were falsely advertised.  I am still pursing a refund of the difference  eternally what I paid and the cost of the socks they sent me to try to placate me.  (Which are terrible socks anyway).this matter is not resolved.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 package of ******** ********** ******** *********** ***** ****** *******. I tried a pair on, and they were not what I expected. They were so small that I couldn't get it over my calves.
  When I tried to contact the company, I was told that they did not accept product back.
  Nowhere on the website is it clearly stated about the return policy. It is hidden in the fine print at the end of their script.
  The response was worthless as well:
  We're sorry to hear about your experience with the sizing of our socks. Your feedback is valuable to us, and we appreciate you sharing your concerns. We understand the frustration of not being able to return the product. We strive to ensure our customers are satisfied, and we apologize for any inconvenience caused. Please reach out to our customer support team at ******************, and we'll do our best to assist you further. Your satisfaction is our priority, and we're here to help resolve any issues you may have.
  
  Their effort in this is abysmal and worthless.
  So now I am stuck with a box full of socks that I cannot use. I am not a rich woman-my main source of income is Social Security.
  
  I would greatly appreciate a refund. ****, I'd even mail the **** things back at my expense. But they even refused that.

  Business Response

  Date: 03/21/2024

  I hope this letter finds you well. First and foremost, I would like to extend our sincerest apologies for any inconvenience or frustration caused by the issue you recently experienced. Your satisfaction is of utmost importance to us, and we regret any inconvenience this may have caused. We recently received your complaint regarding the socks being tight. However, despite our best efforts to locate the email you sent, we regret to inform you that it seems to be misplaced or possibly lost in our system. Please accept our apologies for any oversight on our part in not addressing your concerns promptly. Also, we would like to clarify that our Compression Socks are intentionally designed to be tight to provide therapeutic benefits and improve circulation in the legs and feet. In order to rectify this situation and ensure your satisfaction, we would like to offer you a replacement item at no additional cost. We believe this will effectively address the issue you encountered and provide you with the quality product/service you rightfully expect from us. If you are open to accepting a replacement item, please let us know at your earliest convenience, and we will expedite the process to ensure a swift resolution. Alternatively, if you prefer any other form of resolution or have any specific requests, please do not hesitate to inform us, and we will do our best to accommodate your needs. Once again, please accept our sincerest apologies for any inconvenience caused. Your satisfaction is our top priority, and we are committed to resolving this matter to your utmost satisfaction. Thank you for your understanding and patience in this matter. We look forward to your response and the opportunity to rectify the situation promptly. 

  Customer Answer

  Date: 03/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  As I told the company via email, I am not able to get the socks past my ankles. I also told them that by placing the return policy at the very bottom of their page, it was deceptive and dishonest. If I had known of the policy, I would never have bought anything from them. Short of a refund, after I ship the package back, there is nothing else they could offer me in recompense. 
  
  Regards, 
  
  ******* *******

• Initial Complaint

  Date:02/18/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of transaction: 01/14/24
  
  The total of my order is $37.99 (two pair of compression).
  
  I ordered two pair of compression socks using the sizing criteria that they listed. When the socks arrived, there was NO WAY that the socks would fit. I even had my son try them on (he wears that size, but has smaller legs). He couldn’t get them more than 2/3 up the leg. I went on social media to see comments, and apparently uneven sizing is their “thing.”
  
  Unfortunately people spend lots of money on socks they NEED, and the package arrives with messaging all over it with 100% Satisfaction Guaranteed!
  
  So, I contacted customer service to take care of the situation. CHESTER was the one that helped me. I was told that I didn’t know how to read sizing and must have been confused in what I bought. I told him that I’ve worn compression socks for 15 years and know how they work.
  
  Apparently “satisfaction guaranteed” means they send you a pair of completely different socks (which I don’t need). The funny part is you have to pick from the “old varieties.”
  
  I want to know how they can get away with the promise of taking care of the customer, then act condescending when I address quality control.

  Business Response

  Date: 02/25/2024

  The customer has initiated a dispute on *******, and although we are inclined to issue a refund, we have formally responded to the dispute through the ******* platform. Although we have already provided a replacement item to the customer, we remain willing to proceed with issuing the refund. 

  Customer Answer

  Date: 02/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I do want to note that the “replacement item” was not even in the product I ordered.  
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:02/11/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 1/4/24, I saw an online video of Viasox stating these diabetic socks were the largest in the industry and showing a lady with giant legs putting both legs into one white sock with room to spare. I received the 3 pairs of socks none of which were white. They were small and would never fit my Mom who is in the hospital suffering from kidney failure. Both stating their socks were the largest in the industry and showing 2 giant legs fitting into one sock were deceptive advertising used to get me to purchase the socks. I returned the socks unused, unopened, and with their quality condition and integrity intact. No refund has been issued to me. I hope to stop the false advertising and prevent other people from getting ripped off and scammed by this product that wouldn’t even fit over my Mom’s toes! I have both pictures of the 3 pairs of socks and the returned shipment.

  Business Response

  Date: 02/29/2024

  Thanks for reaching us.
  Upon reviewing our records, we regret to inform you that we have not received any prior communication from the customer indicating dissatisfaction with their purchase. We pride ourselves on providing excellent customer service, and we are always eager to address any concerns promptly to ensure customer satisfaction.
  Given the absence of prior communication regarding any issues with the purchase, we believe that this dispute is unfair and invalid. We strive to maintain transparency and open communication with our customers, and we would have welcomed the opportunity to resolve any concerns they may have had.
  Please let us know if there are any additional details or documentation required to further assess this dispute. We are committed to resolving this matter in a fair and equitable manner.
  Thank you for your attention to this issue. We look forward to your prompt response.

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  As you can see from the emails, I did contact the viasox company regarding my false advertising complaints on 1/20/24, and there were a series of emails including pictures of the original unopened new condition undisputed condition of the 3 pairs of socks which I returned because they were not big as falsely shown on viasox advertising and videos.  I do have additional emails and photos as well.  They would not attach due to size limitations.
  Regards,
  
  ***** ****

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My initial contact with viasox was via email on 1/20/24 so for them to say they never had any contact with me regarding the false claims made in their advertising stating their socks are the largest in the industry and showing of a very heavy set lady placing both of her huge legs into one white sock simply is not true.  I am including screenshots of the emails as well as photos of the unused new condition quality in tact 3 pairs of socks I purchased because of their false claims in their advertising.Thank you,***** P. ****
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 order three pair of compression socks from Viasox for a total of 92.99. The day I received them, I tried one sock and it did not go over my foot. It was extremely tight and was restricting my circulation. I immediately on 1/4/23 contqacted the company for a refund to my ****** for the socks and offered to return them. I received a reply back that I had ordered the wrong sox and that they co9uld not refund me due to health concerns. I attached all the documentation they asked for and they co9untered with offering me 2 pair of non-binding diabetic socks in retrun. I countered with that this was not a fair and even exchange and asked for 2 black non binding, 1 tan non binding, and 1 gray non binding. They countered with a 50% refund. I again refused the offer as I wanted a full refund and I would return the socks. On 1/9/24, the agreed to a full refund of $81.00 and I agreed that same day. It is now 1/12 and I have emailed them again for a confirmation of my acceptance and a refund to my ******.. No response yet.
  I want the full amount refunded to me immediately as I have followed the 14 day window, offered to send the product back, and agreed to a lesser amount of $81

  Business Response

  Date: 01/16/2024

  I hope this message finds you well. We appreciate the opportunity to address the concerns raised by the customer and provide an update on the resolution process. After careful investigation and review of the customer's case, we have completed the refund process as a gesture of our commitment to customer satisfaction. The funds have been promptly returned to the customer's account. We sincerely apologize for any inconvenience or frustration this situation may have caused. We take customer feedback seriously, and your insights are invaluable in helping us improve our services. If there are any additional concerns or if the customer requires further assistance, please do not hesitate to contact us directly. We are committed to ensuring a positive experience for our customers, and we appreciate your role in facilitating the resolution process. Thank you for your attention to this matter. 

  Customer Answer

  Date: 01/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I would like to point out that Viasox did hnot immediately grant me a refund.  Instead they offered two pair of socks at a lesser value than the three order.  Then when I refused that they offered 50% back.  They finally agreed to a a refund of $81 and asked me to close my complaint with ******.  I refused to close the case because there was no guarantee they would follow through.  Each time I offered to send the sock back to them. 
  Regards, 
  
  ****** *****

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 4 compression socks from Viasox. Socks are poor quality, do not fit. Offered replacement? Excuse me! I ordered the smallest size. Then they offered me a regular sock. Unacceptable. Hygiene issues? I only tried on one sock. I offered to donate that pair; return the other 3 for a full refund. How can they claim hygiene issues when I haven't even tried them on? I was offered a 50% refund. Is this how they stay in business - cheating customers out of their money? I can understand their BBB rating of F. Very bad policy! Most reputable businesses allow returns. I can even return underwear.

  Business Response

  Date: 10/01/2023

  We are sincerely sorry to learn that the socks are giving you trouble. Your order was for our Compression Socks, which are only available in calf sizes up to 18 inches. They are intended to be compressed tightly to encourage normal blood flow. We merely wanted to kindly inform you that our company has distinct policies and processes in place for each and every one of our clients. We explicitly declare on our website that we do not accept returns or process refunds as part of our policy.  Due to the delicate nature of our products, we do not accept returns or exchanges as per our policy. There is no way for us to confirm whether or not the socks were worn. Visit ********************************************************What-Is-Your-Return-Policy- for more information about our return policy. There is no need to return the item because we have given the buyer a complete refund of $66.00. 

• Initial Complaint

  Date:03/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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 8 pack of diabetic socks for $177.91. on March 1, 2023. The socks were supposed to be XL they sent me mediums cause they said they were out of XL. Now I'm out the money and socks I can't wear. They say on the box 100% guaranteed but they won't exchange order.

  Business Response

  Date: 03/16/2023

  Customer claimed that we sent him size Medium as we ran out of XL but we have nocommunication with the customer.Also, when the customer placed the order, we sent the order confirmation that they placed asize Medium.With this, we believe that this dispute is unfair and invalid.

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  They advertise compression socks to the knee and stay up all day.
  I ordered, put them on, walked for less than an hour and every knee high pair I ordered fell to my ankles in less than an hour.
  Contacted company and they apologized. I want my $112 back.

  Business Response

  Date: 01/27/2023

  We disagree with the claim, please see the file attached.