ComplaintsforThe Good Feet Store

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the Good Feet Store in ************, **, on July 24, 2024, to learn more about their products and find relief for my back and feet pain. After fitting me for custom inserts and using persuasive sales tactics, the salesman **** sold me on a lie and talked me into spending nearly $2700 on non-custom inserts that caused my pain to drastically worsen after use. He also told me insurance would cover the cost of the inserts if I sent them the receipt, which is not the case. He told me I could swap out the inserts at any time or return them if I was unsatisfied. That does not appear to be the case, and I am being denied a refund. I am requesting a full refund as I am in so much pain and am way worse than I was before using the products.

  

  Business response

  07/29/2024

  Good afternoon, 

  We have refunded the client per her request for the full amount $1659.90. We believe this complaint to be fully satisfied at this time, and as always strive for the client to be full satisfied as well. We aim for 100% client satisfaction and in granting the full refund are hopeful that the client feels we have given the best possible resolution based on the circumstance. 

  Sincerely, 

  ******* Friermood 

  VP Sales and Operations 

  The Good Feet Store 

  Customer response

  07/29/2024

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their sales heavy practice focused on an expensive plan that ended up causing additional pain and did not resolve my wife's issues. We contacted their corporate office who told us we were correct to request a refund within 14 days of purchase, after multiple trips to the store (manager said they would be there and wasn't there), phone calls, and literally having a manager who wouldn't come out of the back of the store, we finally were told to speak to the district manager who offered us to choose a different plan or a refund with a 20% "restocking fee". We lost $300 because they refused to honor their product, honor their corporate office recommendations, and even provide honorable customer service. We were refunded *******, $370 lost.

  

  Business response

  02/26/2024

  as outlined in our policy that the client was given and signed, it states the following: 

  Good Feet gives in-store credit only (up to a 20% service fee will be applied) The exchange will be given on lifetime warranty product only. The exchange may be granted between day 31 and 90 to ensure break-in period has been reached.  This allows Good Feet ample time to adjust your arch supports if necessary.  Minimum of 2 adjustments required before exchange may be granted.
  No cash/money back refunds will be given under any circumstance.

  In this particular instance, despite the client's refusal to pursue an adjustment or utilize the in-store credit option, we made an exception to our policy. We allowed the client to return the purchased arch supports while attaching a 20% service fee, as per the outlined terms above.

   

  Customer response

  02/26/2024

   
  Complaint: 21340986
  
  I am rejecting this response because:

  This policy would be applicable if the product/service sold to ** was sold correctly and with our interest in mind. You sold my wife a product that caused more damage to her body, wasted her time and treated her with an incredible amount of disrespect. She was sold a product that was not suited for her and therefore your team should own the incorrect outcome.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought their 4 step insert program and the lifetime warranty. I have been back to the Broomfield store 2 times to get a correction and it does not help. The inserts were making my plantar faucitis worse and they said to contact the email mail address on the warranty paper work and I have 2 times and they do not respond to the emails. I recently contacted the Headquarters and at this point no response. I have requested a refund as the inserts are not working. I have also gone to a pediatrist and they recommended that I get a custom made orthotic for the best correction.

  Customer response

  08/22/2022

  Good Feet **********

  4660 *************.

  **************. 80020

  

  Business response

  10/05/2022

  ****************** was contacted by our customer service department. He was invited back into the store for minor adjustments of his supports as well as further instructions He came in on ****. He left happier and with a clearer understanding of how the supports work, feel, and what to expect in the future. 

   

  Customer response

  10/19/2022

  As  far a I am concerned this complaint is not closed as I still can not wear their insoles and would like my money back. 

  

  Business response

  11/18/2022

  I apologize for the delay in this response. This situation has been resolved internally for quite some time. Back on ****, ****************** was contacted by our customer service director ******. She was unable to reach him by phone. A voice message was left. On ****, ****************** returned her call. An appointment was made to return back into the store to have his supports adjusted by ******. On ****, ****** and he met. She adjusted the fit of his arch support and discussed more detailed instructions. ****************** left feeling better with a better understanding of how the supports would work for him long term. 

*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. ↩