Ordered a knee brace. Received it quickly and was pleasantly surprised with the speed of shipping. However after discovering the brace will not work for me, I have been trying to get a return label since June 2 and today is June 14. They just keep telling me to email to initiate a return, so I did and still no response. Horrible customer service. Started a "chat" and once I told the guy my email had been unanswered, he quit talking to me and eventually disconnected our chat. Date of experience: June 14, 2022I purchased a brace and paid for overnight shipping. Three days later and my order has yet to ship. These are not people with integrity. Jorge guaranteed me my order would ship yesterday. He was also untruthful in telling me their company had tried to contact me several times the day before. I received zero missed calls and zero voicemail messages from their company. Service Value Shipping Date of experience: March 27, 2021I needed a brace quickly for a family member so I ordered thinking it was from the manufacturer but it wasn't. By the next day I had not gotten any confirmation of order. I called and they did not answer the phone so I emailed then I was caught up in a nightmare of circular reasoning and people who refused to comply with cancel requests. The item had not shipped but they kept sending a screen grab showing just a label printed. No one would cancel. Then I asked for a refund and they said they can't until I get it and refuse it. Then 5 more emails of same. I have asked them to send a return auth. Label and they won't do that either. All their email are polite but basically settle nothing. HORRIBLE wish I had looked at reviews first. Date of experience: August 25, 2020They will take your money but not stand behind theirs return policy. If they do accept your return they will not credit your full refund. Trying to reason with them is futile as their customer representative are all located in the Philippines Date of experience: September 19, 2018Skip using this site and stick to Amazon. I used this site because Amazon did not have the product in stock. Upon ordering from BetterBraces, they also did not have the item in stock. I also received my order 1 day late after paying for 2 day shipping. I contacted customer service and they attempted to explain that 3 day delivery is the same as 2 day delivery. I have nothing positive to say about this site. Tip for consumers:Skip this site and use Amazon Products used:Knee brace Service Value Shipping Returns Quality Date of experience: April 1, 2021I received my order, opened the box and one of the packages was empty! Daaaaa I called, told them about the issue, they said that they would overnight the package, 7 days later, nothing. I called and they said that they ground shipped it. I will never use this company again. Date of experience: May 2, 2018Stay away from this organization. The overseas call center has only four people supporting it and they flat out told me that everyone is calling upset and they don't even bother responding via email. I sent an email asking about my long backordered brace but never received a response. Finally called in and it sounds like BetterBraces is imploding. The folks on the phone are completely helpless and sound equally as frustrated with BetterBraces. I'm sure they'd prefer they weren't their call center support client. Long story slightly shorter, they still don't know when my brace will ship -- would have been nice to know it was backordered when I ordered it. I never received a notification. So either BetterBraces is very poorly managed or it is a complete fraud. Either way, you should find another provider for your braces and whatnot. Even if they're 50% increased cost, it's more than worth it. Avoid these guys at all costs. Date of experience: September 21, 2018I Ordered a brace on 9/17 and did it with expedited shipping. Well, the 26th came and still said was in process. If I knew it wasnt shipping asap, I wouldnt have paid for faster shipping. Their customer service number is a joke, nobody picks up. I emailed customer service that day, finally today (Oct 4th) I got an email back saying the brace was on backorder. Never said that when I placed the order. But amazingly, they couldnt cancel because it was just picked by ups... haha. Yeahhhhhh. Piss poor company. Date of experience: October 4, 2018Dear Better Braces, Why is your customer service so poor? Thanks for taking my money and screwing me. Spent $33 total on shipping... for nothing. I really wish I had read all of the negative reviews of BB online, before I threw my money away on this worthless website. -T Date of experience: March 18, 2016I tried to order products from this company and guess what? No response... I emailed their customer service center, I telephoned about 6 times leaving a message every time and I posted a message on their Facebook page. No response, zilch, nothing. Its as if the company does not even exist. I am glad I had a query before purchase other wise I could be a statistic stating that I have not received my product after payment. Date of experience: December 3, 2015Ordered a replacement knee brace that was then shipped UPS. I have my UPS orders go to a UPS Commercial location where I have a mailbox. Well, the brace was returned to Better Braces because they said UPS refused it. This is so extremely, extremely unlikely that I suspect BBraces mislabeled the package. They still blamed UPS. The mix up ended up costing me $310. So, I think their braces are ok, but you risk having to deal with customer service. Date of experience: May 6, 2019Got 2 braces for my mom Returned the same box I received with two different return labels they provided (don't ask me why two if I received them in the same box i returned them) 2 months later i still fighting my money back and every day a different person "handles" my case and ask me again and again for the same information I have provided million times DO NOT BUY FROM THIS PEOPLE!" Date of experience: September 19, 2019Ordered items and supposedly product consultant provided wrong size. Ordered replacement and they mischarged my credit card. David, Katie and Joseph- you need to be retrained as your support level is close to nothing. I will NEVER ever shop on this site again. When you promise items like a promo and dont deliver its criminal. I should've realized this was WRONG from the start. Date of experience: February 2, 2017I ordered a product on a thursday around 4pm. Checked the box for two day delivery, fed-ex. Tracking shows it will not arrive until Tuesday the next week. UPS delivers on weekend, however fed-ex does not. Although the better-braces site says 2 business days, be careful not to pay for two day shipping before a weekend since they use fed-ex as it is wasting money. To same shippers 7 days a week are business days, so know your shippers before spending money for faster delivery. It just might be a little better for customer service to add on their site that business days for fed-ex are not on a weekend. Date of experience: January 18, 2016Ordered on a Wednesday. Not shipped until the following Monday. Received an email from them on Saturday claiming they shipped on Saturday. False information. When I called to complain, not even offered an apology. Not offered to return item if it ever arrives. They spoke in circles. Date of experience: December 2, 2017Placed an order for an inexpensive back brace, they were paid, but I never received it. And, bad customer service people. Got ripped, but glad it wasn't that much. Service Date of experience: May 25, 2023Please go anywhere else for your brace. I needed a wrist and thumb brace a decided on the AIRCAST A2 WRIST BRACE WITH THUMB SPICA, after speaking to my doctor. Since my insurance did not cover braces I have to pay myself. This store wanted $167 for the brace. It seemed high but they were recommended by the Doctors Office, so I almost paid it. But my husband wanted to check; Well THANKFULLY HE DID because the exact same brace, same name brand, size, everything, was only $25.99 from the local medical supply store, as well as other online stores. Buyer beware. Date of experience: December 23, 2020I ordered 2 Don Joy Ice packs that turned out to be under recall (found out later, after they burst). BB refuses to answer phone or email, refuses to acknowledge that they received the package via FedEx with a valid tracking number, and instead blames me. AVOID AT ALL COSTS. Scam business. BBB complaint and Chamber of Commerce Complaint filed Amanda Scott keeps "promising" to call back, but... No. Better Braces Sales Support *******@betterbraces.com *******019 Tip for consumers:AVOID AT ALL COSTS Service Value Shipping Returns Quality Date of experience: February 1, 2017They took my money on the 24th I paid for next day delivery Today is the 29th and no product. And no help or solution. If you a brace or one of their products go elsewhere to get it. Date of experience: May 29, 2020I ordered a brace for my knee last month. When it arrived, I used it for a little while and noticed that the size is a size larger than my knee. I asked for an exchange or refund. This is where everything took a nosedive. First I was contacted through email and when I responded, I didn't get anything back from them for weeks. I called them and they told me I was supposed to have emailed them back in a special way or they wouldn't be able to see my order. The email by them did not mention that at all. I didn't care at that point because I wanted the process to be over. I emailed back and they replied with an RMA number and was asked to pay for the shipping when returning and I need to use my own shipping service. My brace was around 28 dollars and my shipping cost ended up being over 7 dollars. That's a loss out of my pocket. Almost 3 weeks and they had not refunded me. When I called, they told me I was supposed to have called them when I shipped it because the refund process is different for my order. That's almost a month and a half of back and forth, ambiguity, financial loss, and time loss. This company is a joke and I am happy the larger e-commerce like amazon and many others are killing them. They don't deserve to be in business when their service is this bad. If you want a peace of mind then avoid this headache of a company and buy it elsewhere. Tip for consumers:Avoid using this site Products used:DonJoy Lateral J Patella Knee Brace Service Value Shipping Returns Quality Date of experience: March 28, 2022Do not, and i mean DO NOT order from this company. Purchased a sleeve for my DonJoy knee brace after being refereed to them by DonJoy. Now after waiting 2 weeks to get the brace it isn't what I ordered. Not even close nor do the item numbers match. I have emailed several times. No one responds. Get on the chat with them and all you get is "you can return for a full refund minus shipping and handling and buyer responsible for return shipping. When I asked for a phone number to speak to a real person the chat session was ended. I tried to reconnect to it but it says it is not available at this time. I didn't pay for them to ship it to me so why would I pay to send it back at my expense for their mistake. They say I have no choice. So I am out the $30 i spent and still don't have the sleeve that I need. I am doing my best to insure people are informed about this company and its practices. Also filing a complaint with my card company. These people are crooks pure and simple. Date of experience: December 21, 2017I ordered a compression thigh sleeve. The sleeve was $16.99 and I paid an additional $15 to get 2nd day shipping. I measured my thigh as instructed and ordered the size that was on the size chart (size small). When I got it I knew immediately that it was way too small! Not only did I not receive any email confirmations re. Order/shipping etc., but when I called to get information to return the product I was told it would cost around $7.50. $22.50 IN SHIPPING FOR A CRAPPY PRODUCT! I WILL NEVER ORDER FROM THIS SO CALLED COMPANY AGAIN! AND... THEY NEED TO HIRE CUSTOMER SERVICE REPS THAT CAN SPEAK ENGLISH! Date of experience: April 20, 2018Knee braces for osteoarthritis and ligament instability require a professional to fit or adjust. I am an orthotist and i have had numerous situations where patients end up coming to me because they ordered online by measurements and the brace doesn't fit, instructions and protocol for donning and wearing were inadequate and there is no one to go to when things go wrong. When you need a medical device go to a medical professional. Date of experience: November 24, 2016Garbage! Absolute garbage! DO NOT EVER BUY ANYTHING FROM THIS SITE! I ordered a new ankle brace to try and make some room in my soccer cleats and get back to a level before I sprained 3 ligaments. When I checked the progress of the shipment it said both "processing" and "complete". I checked my PO Box but had nothing. I called 3 times, sent 2 emails (both of which went unanswered) and chatted on Facebook. No one ever provided me with a tracking number. Lo and behold they sent it via UPS who does not deliver to PO boxes and my item was returned. They said it would be re-shipped with USPS but still no tracking number. The call centre is useless and the only way they can get in contact with the warehouse is via email, and the warehouse is apparently in control of everything. I finally decided to take the refund and they only refunded me a portion of the cost (they kept the shipping) despite this whole problem being created by them! This company is full of crooks and scammers. AVOID AVOID AVOID! I wish I had read reviews before ordering! Date of experience: October 13, 2018Would pick 0 stars if possible lost $100.00 dealing with better braces. Would not recommend buying anything from this company Date of experience: April 25, 2023