ComplaintsforThe Good Feet Store

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 5, 2024, Good Feet store, Fort Myers. $1,602.60, high pressure sales. Advertised "Free Fitting" then sold set of arches . I am 83 years old, wife present is 81 years old. Sent to Care Credit for payment. Next day tried to return merchandise. Refuse to accept. Said "ok, Buyer's Remorse " would submit claim to "accounting" never heard back.. Calls to 'Justin' and to "Josh" @ 239-931-1400, promised attention to claim... no action for two weeks now, Signed adding machine sales slip. not clear about returns and contract. "Bamboozled" by them. We are retired and on Social Security. Medical costs prohibit expenditure. Assumed that supposed no refunds policy meant for medical reasons. fit. etc.

  Business response

  03/22/2024

  Hello Mr. Gulliver,

  As we explained to you in the store, you were made very aware of the no refunds policy while making your initial purchase. You read and signed a completed contract acknowledging the fact you were aware these are non-refundable items, a copy of which was provided to you, before any form of payment was collected. Both the store and yourself have a copy of the signed contract of all store policies. If you were uncomfortable with this policy there was never any obligation or "pressure" to make a purchase at that time.

  If you are having any issues with the supports, we offer a no charge adjustment to change either the sizing or material of the supports for free until you are completely satisfied with the performance of our patented award winning products. The issue arises from  the fact when you came back into the store you were very combative, hurled insults, and used expletive language at the staff members that were trying to assist you. Our staff was attempting to guide you through the customer resolution process, which takes approximately five minutes. During that time you insisted you were in a rush and did not have time to work towards a resolution. After less than 5 minutes you stormed out of the store, cursing at the entire staff, without providing us any further information that would have allowed our staff to help you further.

  We are still willing and able to help you resolve any further issues you may be having. Please contact the store to schedule an appointment to meet with the store manager Josh for the next steps in taking care of your situation. We please ask that when you come in that your language and behavior are appropriate for a public setting.

  Business response

  04/08/2024

  Hi Mr. ********* as have we tried to work with you in the store it is unfortunate that despite our willingness to offer you a solution outside of the store policy you are still left feeling dissatisfied. This was a that you fully read and signed off on before purchasing, and after pricing was discussed. Despite your versions of events being far from accurate, the main reason to the delay in a resolution was your vulgarity and demanding demeanor that it be taken care of immediately. While we tried to help you complete this process, which does take 3-5 business days you stormed out of the store, leaving us unable to gather the information needed to resolve your issues. When the store offered of a partial refund outside of our agreed upon store policy, you still found this to be unsatisfactory. We have tried multiple solutions, and have offered you several options. It is unfortunate that you are unable to accept any of the options that have been made available to you. As always we are willing and able to help you, please contact the store to discuss your options further. Thank you

  Customer response

  04/09/2024

   
  Complaint: 21465387
  
  I am rejecting this response because:

  Good Feet Store, ***************,

  May I come in to the store and discuss the issues with you in person ?

   

  
  
  Sincerely,

  *************************
  
  *******************************

  Customer response

  05/01/2024

   
  Complaint: 21465387
  
  I am rejecting this response because:

  As we have discussed, attached is my statement to the bank, which pretty well
  describes my case.
  The latest, is my telephone call yesyreday with **** at the Good Feet Store in which
  I asked for a face to face meeting with him and ****** the man with whom I had previously spoken.
  I will follow up again with *********; tomorrow, if I havent heard anything from them.
  
  Thank you for your help in this matter.
  My next resort is court action, where I think a resolution may be readily obtained.

  Sincerely,
  
  *******************************

  Business response

  05/02/2024

  We remain committed to helping ******************** in any way possible. We have offered and still have several solutions to help address any concerns. Please contact the store to set an appointment to work with our management team. **************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Good Feet Store in **************, *******, on 2/14/24 and ended up paying $1,581.35. I was diagnosed by my doctor with plantar fasciitis in my left foot. I was assured that if I bought three sets of orthodics and followed the program my left foot would get better. Not only is it not better, wearing the orthodics is causing a lot of pain in my right foot. As I was at the cash register, the person who helped me said she was 'throwing ' in some special socks. No mention of cost. When I got in the car I realized I had paid over $100 for 6 pairs of socks -- most expensive ever. I really feel they 'sold me a bill of goods' about the whole program. The tv commercials are totally misleading and I would not recommend anyone going to this store.This form is showing a Good Feet Store in ********* and I was unable to change the address.

  Business response

  03/08/2024

  This is for the *************** location. 

   

  

   

  Thanks

   

  **** Kennedy   Customer Support Manager

  ECM-GF ************* | goodfeet.com

  ***********************************************************************;53204

  **************

  

  Business response

  03/18/2024

  Good Evening,

  We are sorry to hear that you are having issues with your supports. However after reviewing the transaction the socks you are speaking of were indeed a free gift, there was a 100 dollar discount applied to the transaction. If you would be willing to contact the store at ************ the store manager **** would be happy to assist you to resovle this matter. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seen a commercial on TV about The Good Feet store, about Plantar Fasciitis. Nov 9/23 met clerk ******. She took imprints of my feet, went into the back room & returned with a box containing their 3-step program. I was to wear the inserts with a graduated hourly use, guaranteed to fix me up & these have helped thousands of people. After a few weeks, I called several times to make sure I was using these orthotics correctly, I felt I was getting worse & now limping. ****** advised me to start the program over again. Went back to the store after 7 ******* asked her to take another imprint. She took my inserts & placed them over the original imprint and said "These are correct, let's give it another few weeks."After 13 wks, I am still aching, swelling, & have a sharp throbbing pain up my heel & around my ankle. The price was high and I hesitated to buy them but I needed relief. If they worked I would agree this would have been money well spent. Jan 29, 2024, I called The Good Feet store & talked to ******. He suggested I come back & talk to either him or **** the manager. He said ****** knows what she is doing but we are more experienced. We will refit you and start the process over again and then wait another 12 weeks to review the results. Tired of being snowballed, sweet-talked, & lied to. I am not happy with the lack of progress. Talked to a Podiatrist and he does not recommend The Good Feet Store orthotics. They are not molded to your feet but hand-picked off a shelf & are flimsy. I saw a Foot specialist too & she didn't recommend this 3-step program. I called The Good Feet store they said "This is today's technology and orthotics do not have to be molded to your feet." They do not have licensed podiatrists or foot specialists, but have certified professional salespeople trained by The Good Feet Store. I feel these salespeople are very slick talkers, not knowledgeable professionals.Feeling frustrated, scammed & totally ripped off.

  Business response

  02/25/2024

  This guest returned to the store, and we were able to come to a reconciliation that was satisfactory to both parties involved.  We should consider this matter closed with a mutually agreed upon solution.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Store charged $1793 to my credit card, used one of the insole to resolve an issue i have with my right feet. Change mind because one affect more the pain i have. Was in the store around 12, left around 2pm, they closed at 6, next day at 10am, time thy open store, was at the store to return the insoles due do my feet swollen worst using it. The owner Justin was not in store, talked to him next day, he said that the associate explains and i signed a non cancellable non returnable, and advise he will watch video, then next we meet at store and he said the only thing he can do is a store credit which i don't wanted. He was very arrogant, advised that I want to see video which she explained step step that was not cancellable, he says NO, that I signed and agreed. I address situation to the corporate Goodfeet.com which they answer the first time, after spoke to him, send them and email and never answer back. I just need my money back to the credit card as a credit and this will resolved the issue. But NO answer from Corporate received, the email was not returned with any answer after spoke with Justin. The total receipt amount don't want back they said are not cancellable even though the snickers have less than a day purchase, she used a coupon that after the return of the arch supports he said can't used so the the massager the coupons can't used. Such a bad business.

  Business response

  03/21/2022

  Business Response /* (1000, 7, 2022/03/16) */ Contact Name and Title: Phoebe K., Manager Contact Phone: ********** Contact Email: ***************@goodfeetny.com Ms. ******* was instructed on proper wearing instructions of her non-refundable no pressure purchase she voluntarily chose to make, and she did not follow them, resulting in her swollen feet and discomfort. She overwore the product on the first day, exceeding the 30 minute time limit. It was not a fault of the product, but rather user error, as we had cautioned her about during her visit of the importance of following the instructions given. After hearing Ms. ******* was unhappy with her purchase, we immediately began our internal investigation to ensure all store policy and procedure was followed, which it was. We advised Ms. ******* of our written and signed store policy, as well as the options she agreed to at time of purchase if a situation like this arose, such as an exchange in product style or size, which she refused to do. We had contacted Ms. ******* several times in attempt to break our store policy on her behalf, regardless of the agreement she signed, to give her a refund because we care about our customers satisfaction, however after 5 unreturned calls, 3 unanswered emails, we stopped trying. Ms. *******s email to the Corporate Good Feet Stores was in fact answered in a timely manner, not ignored as claimed, and she was instructed again to contact the store to try to resolve the matter. Finally, she did contact us back, and Ms. ******* was provided a FULL REFUND, against company policy, even though the issue was not one with the product itself but of how Ms. ******* had chosen to wear it against written instructions. We do not appreciate being touted as a "bad business" when we have been a pillar in the pain relief community for several years, as an internationally recognized, clinically studied, Doctor invented, made in America, Patented product. This customer clearly believes rules don't apply to her, whether wearing instructions, or a no refund policy. Thank you, Phoebe K., Director, Customer Satisfaction Consumer Response /* (2000, 8, 2022/03/17) */ Just to notify the BBB that Good Feet Store and myself make an agreement of a 20% restocking charges and the balance was already credited to my account with Care Credit card and a 20% of $328 was charged to my card as an agreement between store and myself. The agreement was satisfactory for both sides and a non disclosure was signed to the store which if BBB want copy can be provided.

*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. ↩