I have never dealt with a company that has such poor customer service as this company. They go out of their way to screw their customers. They do not answer their telephone, no matter when you call, and they take weeks to answer an email.
I tried ordering insoles through their website but the website froze up in mid-order, so I didn’t think the order went through. I tried again with the same result. I never received any confirmation for an order. However, I soon received two emails from PayPal showing two payments of $38.99 to this company.
I tried calling the company to explain what happened and to cancel one order, but no one answered the phone. I then sent an email explaining the problem and to cancel one of the orders. After waiting for two weeks for a response, I tried calling again to no avail. I sent another email to cancel both orders. After waiting two more weeks, someone responded to my email saying they couldn’t find my order and requested more information. I provided the requested information and again canceled the orders.
A week later I got another email from someone else in their company asking for the same information as before. I provided the information and repeated the order cancellation. After at least three attempts to cancel the orders, they shipped them anyway. The day I received the insoles, I got an email from them saying the insoles shipped and it was too late to cancel the orders. I sent an email back requesting a prepaid return shipping label to return the insoles that never should have been shipped. After three weeks I received a response siting their return policy and they refused to acknowledge their mistake and pay for return shipping. I tried appealing to a manager, but they make it so difficult to contact anyone, they just ignored my request.
I did finally get an email from them with instructions for returning the insoles, but by this time it was well past their 30 day return time period. It cost me over $11 to return two sets of insoles to their California location. After two weeks after they received the returned package, I emailed them to find out about my refund. It took another few weeks to hear back from them. They acknowledged receiving the package but they wanted me to send them proof of delivery to make sure they got the package within their 30 return window. I tried calling them and waited in their answering queue for over an hour before I gave up. I sent another email to provide my opinion of their customer service and their return policy and asked that their CEO get back to me. After another week or so, I received an email saying they escalated my request and agreed to refund my money. I eventually received a credit on my credit card for the two sets of insoles.
This nightmare began on October 9, 2018, and ended on February 1, 2019. Take my advice and DO NOT DO business with this company!
Bottom Line: No, I would not recommend this to a friend
11 people found it helpfulLink to this Review
Hi Thomas. We are sorry to hear about this feedback. Please know that we are taking them to heart as they will help us improve our overall services. This may be too late but we'd like to sincerely apologize for all the inconvenience you have been through. We are doing our best to make sure this does not happen again.