ComplaintsforThe Good Feet Store

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/29/2021 I went to the good feet store and was fitted with inserts for my shoes. Also purchased a pair of tennis shoes. T****** gave me instructions as to which inserts to wear at which time, I told her I do not wear shoes in the house. Being the # 3 would be the one to wear indoors. She point blank said this will not be an issue. After wearing the inserts, it has caused such severe pain I am down for 3 days. Terrible pain in my back, hips and legs. I had called and left several messages at the store for T****** to please get ahold of me. No return calls and I was told she was busy setting up the San Luis Obispo Store. I did get a returned call back from Jason on 12--22-21 that S**** is not coming up in the system. Also, that he has left a message for T****** as well. Never hear from T******. My wife was in San Luis Obispo and went into the Good Feet Store and T****** just happen to be working. My wife explained to her all the problems and down time that I was having. Also missed several days of work due to the pain. She said I was never informed of all the problems S**** is having. Please have him come in and I will refit him and make it right. I will also waive the $20 fee. On 6-7-22 I went into the thein San Luis and spoke to T******, she refitted me, and said this will solve the problems with pain etc... After 1 month of trying the new inserts, I went back to T****** and told her the pain is still the same she then told me oh well you're not wearing the #3 in the house that's the problem. She knew I don't wear shoes in the house before I paid for the inserts. I was very up front with her on this. Had she told me the inserts will only work if you wear them in the house i would have never made the purchase. I asked for a refund and T****** told me oh it's too late now. Basically, you're out the $ 1282.12. So sorry.

  Business response

  09/27/2022

  According to our notes this customer was spoken to several times and came in to have refits for the supports. This all took place well past our return policy. This was purchased in July 2021 and came in for a refit in December of 2021. 

  
  

  She has been called and is welcome to be refit at anytime to try different supports, as they have a lifetime warranty, to try different options to address her concerns. We are happy to continue working with her until she receives the support she is looking for. 

  
  

  Thank you,

  H****** 

  
  

  Customer response

  10/03/2022

  
  
  I am rejecting this response because: the saleswoman point blank told me I did not need to wear inserts in the house since I told her I do not wear shoes in the house. Being the # 3 would be the ones to wear. I would have never purchased the inserts. then after months and months of pain, off work, she tells me oh that's the problem, you don't wear the inserts in your house.  T****** said wha****r it took to make a sale. And then would never return my calls, left messages, it was oh we can find you in the system, she is setting up the San Luis Store on and on. I would me more than Happy to meet the owner or store manager in Santa Barbara location. This is totally a scam to sell inserts.  I am requesting a full refund.  
  
  Stephen Harbison
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 4, 2022, I purchased a 3-step system for arch supports, costing $1,306. I was told there was a 30-day guarantee for the supports (implying I could return them within 30 days) and no return policy was posted on the Good Feet website and there was no mention that you could not return the arch supports for a refund on their receipt. No return policy was told to me by the store attendant. After 1 week of wearing 1 of the arch supports (the other two in the system are unused), my heel pain and knee pain were both worse, and I even started experiencing hip pain. I followed their directions on only wearing the arch support for 20 minutes and no more than one hour each day. I went in to see a local podiatrist, who told me that I needed to return the Good Feet supports, as they were actually causing physical damage. 1 week later (on June 11th) I went back into the store to attempt to return the arch supports for a refund, at which point I was told that they only offer store credit or refitting. I will not be utilizing this store's wares in the future given the amount of pain they caused, so I have no need for a store credit refund. I was also told I could gift the credit, but I would never recommend these arch supports to anyone I know, so I have no use for gift credit either. I spoke to both a store attendant and a store manager, who told me that they cannot issue cash or credit card refunds but offered to refit me for new arch supports. When I mentioned that if they refit me and I give back my current arch supports, that is essentially the same as them accepting my current return, they noted that they don't keep any exchanged insoles and those insoles are sent back to the corporate office (and the stores eat the cost of shipping both ways). I offered to pay for the shipping costs of returning my current supports to the corporate office (so that they wouldn't have to eat the cost) if they were able to give me a full refund, and was told "that's not how this works".

  Business response

  06/21/2022

  The customer was refunded. Complaint resolved and closed.

  Thank you! 

  H****** 

  Customer response

  06/24/2022

  
  
  Complaint: 17415482
  
  I am rejecting this response because: The business says that I have been refunded but I have received no refund and my bank has confirmed that they have not heard from the Good Feet Store. Please issue a refund and provide proof of refund. 
  
  Regards,
  
  M**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  06/27/2022

  I just spoke to the store manager. I apologize, for the miscommunication. We called the customer and offered the refund, but she has yet to return the product to the store to finalize the refund request. 

  We did call her again, but no response. We need the merchandise to do the return. 

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