Complaints

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  10/12/2023

  The consumer received a Scholls Wellness gift card on 9/13/23 and wash cashed shortly thereafter. We consider this case closed.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/9/23 I received an email from ******************** claiming a 25% discount for purchases sitewide, but the code would not provide any discount. I emailed my concern as they prefer. The reply I received stated that the coupon code was not found on their website; a $2 coupon was offered instead. In response, I replied with an attached copy of the original email that was sent to me on 2/9/23. I did not hear back so I called and was told that the coupon code was indeed a valid code but as it was now past *********** day it was obsolete and no longer valid. The person speaking told me that a different code that would provide a discount of $8 was available but that it would not work in conjunction with the $2 coupon that had previously been offered.Feeling that the proffered solution was inadequate due to false information I received and the time and effort I had put into the issue, I haven't bothered with it. Since then I have received two more emails claiming a 20% discount, but none work for the product I chose, even though the emails claim the discount is valid "sitewide". After failing to receive the current discounts I called again and after explaining everything and the person acknowledging the error on their end, I was transferred to another department where I had to start all over again and the person I was speaking to also acknowledged the error but was unable to do anything but suggest I make the purchase at regular price and then submit the receipt for credit. I refused.******************** seems to be using deceptive business practices and leaves customers to deal with rather poor customer service. I believe that a good resolution would be for ******************** to publicly admit their errors and provide store (site) credit as an apology for this debacle.I don't know how to upload the emails supporting my complaint as they are html and not supported.

  Business response

  02/23/2023

  We have researched this complaint and found the 25% promo had exclusions listed below the offer that listed out the Prevents Pain Lower Body Protective Insoles, Revitalize Recovery Insoles and Go Sockless! Insoles.  The consumer was trying to purchase a Prevent Pain Lower Body Insole which is the reason the 25% promo was not applying the discount to the product in the cart. The 25% promo is not offered for the Prevent Pain Lower Body Insole.  Our customer service team is reaching out to offer the customer an $8 coupon which is greater than the 25% promo for the insoles the consumer was trying to purchase. 

  Customer response

  02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, but the coupon offered has not been  presented so I have nothing to accept. 
  
  Regards,
  
  ***************************

• Initial Complaint

  03/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid for a pair of insoles from ******************** website in February. To this day I still have not received anything! Called customer service multiple times and they just keep on giving me the run around. I've asked numerous times to speak to a supervisor, but according to (CSR) supervisors are always in meetings... It's been a month now since I ordered and now I just want my refund...

  Business response

  03/15/2022

  We have searched our customer data base and cannot find any record of this consumer. Please reach out to them and have them call our consumer toll free number. ************.

*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. ↩