orthoback.de Reviews 8,164

My work trainers took a long time to turn up and when buying them they recommended extra insoles which did not fit the trainers. I’ve had the trainers for six months and they have broken I’ve contacted them and the answer was I should have noticed any faults within 30 days and they will not refund or replace or even answer my last email. Very poor

The product never arrived. I have sent multiple emails, refund request documents, etc. Unfortunately Orthoback is not reacting to my emails and not sending the refund. This seems to be a scam.

I purchased two pairs of shoes in May 2025, unfortunately they didn’t fit how I wanted them to so made contact with the company and advised how to return. I went to the post office and was told it would cost around £60 to return as going to china!! I told customer service this and the person who emailed me back said they could offer me a refund and I could keep the shoes. Now no one replies to me via email and I haven’t received a refund. So I am stuck with shoes that cost me £170. Terrible company terrible customer service. AVOID!!

Hello Michael,

We would like to thank you for your recent purchase from us.

In accordance with our terms and conditions and applicable consumer protection laws, you as a customer have the right to return or exchange items within a 90-day period from receipt of the goods.

This period is to ensure that you have sufficient time to inspect the item and decide whether it meets your expectations.

Unfortunately, in your particular case, the period for a return or exchange has already expired. We are sorry that we cannot offer you a solution under the regular return policy.

We appreciate your trust in our company and our customer service. Please do not hesitate to contact us if you have any further questions or concerns.

Warm regards
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Jessica Williams
Senior Customer Care

i searched online for winter boots and the pics Orthoback shared enticed me, so i went to the website.

i purchased- choosing the colour and size appropriately. received confirmation email - though had to use google translate as i do not understand German yet.

overall experience was great.! improve on the email comms without defaulting to one language.

would definitely order again.!

Item took ages to arrive. When it did, it had buttons in foreign language which you'd have to translate every time you use it. On top of that, if you research these products online, they are not actually safe to use without the assistance of a trained professional and can be unsafe to use otherwise, especially if you have a heart condition like myself. I just wish I had researched it prior to ordering but in desperate need for pain relief I fell for all the claims on their website.

I returned the item around 2 months ago, to China, at my expense (£15.40) since the company refuse to cover return postage costs, despite selling an item to the UK that is unusable and unsafe.

They should have received the package by now. They told me they were issuing my refund 2 weeks ago but I have not received it. Now they are not responding to my messages.

Be warned - this is a fraudulent company. They send you a rubbish product with the control buttons in a foreign language that you can't read, then you have to return the item to China at your expense and they steal your money and don't refund it. They prey on vulnerable people who are in pain and desperately in need of pain relief. It's sick.

I will consider removing my review if I receive my refund. Otherwise I will be reporting this company to the police and Action Fraud.

The massage Stone took a long time to deliver, the bill was issued immediately on order.
The payment reminder arrived 2 days after the delivery of the parcel.
My inquiry mails were returned in a fück You manner; we don't read your mails, why would we.
The device gives relief.
The device doesn't show battery level, not when working with, nor when loading.
The sender's address was in Italy but the return should go to china?
Customer service is a scam, the product seems to work and offers good quality.
Strange way to deal with people, when You have a nice product. Fire and forget.

Argh. Did not see it was a Chinese cheap product firm. Ordered outdoor waterproof shoes. Very wide and really don’t fit. It says ‘easy returns’ in the top. Well if you think return to China on own postage or 30% refund fair or easy - good for you. V v dissatisfied and feel entirely cornered into a terrible resolution.

Phone number doesn’t work. Purchased work boots in March and by July the heel has a hole in it. Comfortable but poor quality and not value for money

Vorsicht, Betrugsmasche!
Ich habe nie etwas bei Orthoback bestellt – trotzdem kamen zwei Pakete. Rückversand soll angeblich auf eigene Kosten nach China erfolgen, obwohl der Absender aus Deutschland (Dreieich) ist. Unseriös, keine Reaktion vom Kundenservice. Ich werde Anzeige wegen Betrugs erstatten. Dringende Warnung: Finger weg!

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Scam warning!
I received two shipments from Orthoback without ever placing an order. Return is only possible at my own cost to China, even though the parcel came from Germany (Dreieich). No proper customer support. Highly suspicious and likely a scam. I will report this as fraud. Avoid at all costs!

Full of scam ‼️🛑 🛑 the worst company ever faced!!!
On behalf of my best friend!
She ordered 2 items for €120, but they sent her over 17 items worth more than €800 that she never ordered. She asked to return the items because she didn’t order them, but got no response. It’s extremely difficult to contact their customer service or to get contact with them the only option is by email.

Once you do get a reply, it feels like a scam. They try to force you to pay for items you didn’t order. There’s no proper way to return anything. I really tried to help my friend, but there’s no solution. The information is unclear, and they spam her with emails 24 hours

It’s honestly disgusting. There’s no phone number, no address no nothing.

Plz, plz — everyone stay away from this company. Don’t order from them!!!

Do not purchase from this company the shoes are fake and cheap.
I bought a pair of Cloud walk-pro ergonomic pain relief shoes For my Planter Faciitis.
When they arrived they were not the shoes that I odered, I wish I could upload Photos to show the picture of what I suposed to get and the Shoes I actually recieved.
Now the returns on the website says Esay Returns, but that's a Lie, basicly I had to conact them via email and submit a returns form, I did this straight away and sent it back, then I waited for a reply which took 2 days, this was anything but simple, the address to return the shoes was in China, they advised me that the cost of international shipping was down to me or I could keep the shoes and they would give me a 30% refund.
I took the refund but the shoes are cheap and nasty and as I said they looked nothing like the ones I ordered in the photo's on their website.

Hello, the first impression is negative, the product delivered is not the one we ordered.We have ordered the VenoPuls and we have received a Vibrastone.we will send it back to you and require replacement or refund.Best regards

My massager does not work that I received yesterday and they have not responded to me. I am 87 years old and very disappointed and don't know what to do

Warning!
do not purchase from this company!
I bought a pair of easy walk-pro ergonomic pain relief shoes for my daughter and less than a month they have broken. I contact the company to report them
as unfit for purpose and with out even asking for photos of the shoes to investigate dismissed saying it is out warranty which is 14 days from receiving the shoes. I have responded saying that I am reporting the shoes as unfit for purpose which under consumer law is 6 months warranty. Again dismissed with out any further investigation. I have responded again and said that if my concern over the shoes being fit for purpose is not handled correctly then I am going to be reporting them to trading standards in the grounds of shoes are unfit for purpose, deceptive adverting as the shoes are fit for the purpose advertised, inflated pricing as the shoes are not made to a high enough quality for the price being charged and not fully investigating when i raised a concern over a product being fit for purpose. I am a very unsatisfied with the product i purchased and the company's inability to follow the law.

Bought Orthostone Vibrastone massager end of January this year in anticipation of my wife’s leg pain worsening . Did not unpack or try it. So 3 days ago she says I need some relief. I unpack Vibrastone which does not work. My email to Customer services brings the response that it is my fault I bought a device that doesn’t work for not checking it.
On rereading my email the company sent a second email with instructions on how to proceed. These don’t appear on the instruction sheet supplied which is how the problem arose.
I am happy to say my Vibrastone is now working as it should. Thank you for the follow up help.

Order a pair of trainers via the website, ordered UK size 9.5, shoes delivered were size 10 and clearly marked as 10. On contact they stated that I had ordered size 10, I sent a copy of the order form that clearly showed size 9.5, they kept arguing that the size they sent was correct even though it showed 10 on the shoe. I was advised that I could return them for a full refund, guess what ? As expected you have to send them back to China at your expense, they have a UK office but all goods must be returned to China. They know this is a problem so come up with the standard Chinese company alternative. If you keep the shoes we will refund 30% back via the card you paid with. Having got a quote for returning I decided to take the 30% refund and hopefully give the shoes away to some one who was size 10 and put it down to experience. Surprisingly 3 months later I have still not received my refund !!
Do not purchase anything from this supplier their customer service is diabolical 🙈

This company must be making millions from the unsuspecting UK customers.
I would say it’s fraudulent to dupe customers into believing they would get a total refund if the product isn’t as described.
My product had a return address in Uk
ERMENEGILDO SMART LIMITED
6 PROSPECT WAY
ROYAL OAK INDUSTRIAL ESTATE
DAVENTRY
NN11 8PL
This is who sent it in the post. However to get a refund
They are insisting l return the product to China at my own expense with tracking number, so they can refund me only if it reaches its destination.
Bonkers!!
I have a dispute with them with PayPal but I’m not holding my breath.
Wonderful….PayPal have issued me a refund of £39 in my favour. Thank you PayPal
One ✅for me. Don’t get conned by this company.
The cancellation policy is not worth the paper it's written on and also a scam.
Just hope people don't accept the 30% refund they offer. The Only people that benefit is this scam company. Beware

I ordered a set of products on 22 March 2025. By the 21 April, they still had not been delivered. They keep promising delivery within 4-7 days, but nothing happens.

Bought this for my Wife and she was verry pleased with it. However, after 90 days the plug came off the unit end of the charger lead. They point blank refused after much correspondence, to provide a replacement lead I've checked them out and they have closed their registered businesses in the UK and Germany!!!