Complaints

This profile includes complaints for The Good Feet Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Good Feet Store

  201 University Blvd Denver, CO 80206-4657

• 

  The Good Feet Store

  8283 S Akron St Centennial, CO 80112-3557

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having foot pain in right heel, went to Good Feet store in ************. During conversation with Good Feet Store Specialist, confirmed that store in ************ was "the hub" location and that I would be referred to a podiatrist if required. During the scheduled appointment, received an exam and fitted with arch supports. My foot pain has not decreased and now have been limping due to continued heel pain. Spoke with a different store representative in ************ who offered no advice, follow up, or possible solutions. Was told to call **************** at a toll free number. Having left a voice message on toll free line, without call back, a full refund is now required due to breach of understanding during in person discussion with Good Feet specialist. Expectation was that arch supports would provide "greater comfort, balance, and support", which has not been the case. In addition, Cherry Creek Specialist stated that he would personally follow up to ensure satisfaction. There has been no follow up and this is another example of promises made and then broken. A full refund is therefore the desired resolution.

  Business Response

  Date: 10/09/2024

  To Whom It May Concern,

  Thank you for reaching out regarding the concerns raised by our customer, Clyde Mancuso.

  Clyde has expressed dissatisfaction with our supports and has indicated that he is reluctant to pursue the options we have offered to accommodate him. He contacted our customer service after hours on a Friday, and his call was returned the following business day, as our operating hours are Monday through Friday, 8 AM to 4 PM.

  We are committed to finding a resolution for Clyde's concerns. We have reiterated our willingness to offer adjustments and alternatives to ensure his comfort and satisfaction. While we have offered to break our standard policy to accommodate Mr. Mancuso, he remains unrelenting in his pursuit of a full refund.

  Upon request, we are more than happy to provide the signed No Refund disclosure, which outlines our policies.

  We appreciate your understanding as we continue to work towards a satisfactory resolution for Clyde.

  Thank you for your attention to this matter.

  Best regards,

  Ellie Walker | Talent Acquisition Specialist ????

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22384286
  
  I am rejecting this response because: based diagnosis by a board certified podiatrist, the issue is with my ankle and arch supports will not solve the issue. Good Feet Customer Service has been so advised but wants to try different arch supports with up to two additional fittings. This ‘solution’ directly contradicts doctor’s direction.  Further the Good Feet Sales Specialist failed to advise me regarding Good Feet’s refund policy (per their customer policy). That written policy was inserted in a brochure together with credit card receipt and then everything went into the store’s provided bag. At no point during the time spent in the store, at checkout, or upon receiving merchandise was The Good Feet refund policy mentioned or discussed. Store Sales Specialist called me yesterday for “30 day review”.  The sales person did not remember that it had only been 10 days. In other words, sales person did not remember me and failed to read Customer Service Manager’s notes that I arch supports offered no pain relief and I had sought the advice of a podiatrist. The problem is poor training of Sales Specialist on both customer service and following/communicating company policies.
  
  Sincerely,
  
  Clyde Mancuso

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:02/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 08/22/2022

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

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

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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.