ComplaintsforThe Good Feet Store

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited their store on the way to a trade show because I was in severe pain from plantar fasciitis. After fitting me with their 3 step system he rang it up and told me it would be $1500 plus tax. On multiple occasions I was told that it was guaranteed and that there was a store closer to me in the northern part of the state if I needed to take them back. At NO POINT was I told that they wouldnt credit me if it didnt work for me or I NEVER wouldve paid $1500. Ive been in sales for over 30 years and I cannot believe that anyone would use such tactics (guaranteed). I was in more pain wearing their orthotics than before I went into the store. I have since been able to work with my Dr and the pain has been relieved through stretching. I only bought their product little over a week ago. Their entire sales pitch, using those terms and not pointing out that there are NO RETURNS, is a scam.

  Business response

  03/26/2024

  Mr. ******* and I have spoken, and a resolution is in place.  Our guests are always free to return to our locations to go through additional fitting free of charge.  Our Satisfaction Guarantee is such that we offer a lifetime of free fittings and evaluations.  A date and time have been set so that Mr. ******* will be able to seek additional comfort.  

  Customer response

  03/26/2024

  ***** and I spoke and he explained everything he detailed there, however, he also said that in the past with things like this, they have offered a refund.  I would like that detailed in his response as well as the amount to be refunded if I so choose.   
  It is a poor/dishonest selling/business practice to charge such a large amount of money for a product and not make it plain and clear to the customer that they cannot get a refund. 

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ***** and I spoke and he explained everything he detailed there, however, he also said that in the past with things like this, they have offered a refund.  I would like that detailed in his response as well as the amount to be refunded if I so choose.   
  It is a poor/dishonest selling/business practice to charge such a large amount of money for a product and not make it plain and clear to the customer that they cannot get a refund. 
  
  Regards,
  
  *****************************
  

  Business response

  03/28/2024

  Our Refunding options will be that once ****************** has come into the store, a refitting of the product is accomplished, and the results that happen are either positive or negative, we will then determine if our options are suitable to his needs.  If they are, great, this is what we want.  If not, the process to go through a refund will then be explored.  An evaluation of current products, and the possibility of better suited products will have to play a factor in the option for a refund.  This was all explained during the phone conversation that we had.  A refund is possible, but the protocol necessary has to be played out first.

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was told that he would seek a refund.  I also was told that Id need to wear the orthotics on both feet.  There is nothing wrong with my right foot and wearing what they gave me hurts, especially on my right foot.  There was nothing in the response stating anything about refunding my money.  
  
  Regards,
  
  *****************************
  

  Business response

  04/02/2024

  ******************,
  
  If you are experiencing pain with the your orthotics, please visit a store near you so the fitment can be readjusted. Due to the nature of these products, we unfortunately are unable to provide refunds; however, we do offer lifetime refitment on our products. On our warranty sheet, signed and initialed by yourself, it states our warranty and our no return policy. If you are able to go through the refitment process and we notice that the system just isn't working for you, we can revisit the return option.

   

   

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Again, as Ive stated multiple times, I was told that the product was guaranteed.  At NO POINT was I told that I couldnt return an item that costs $1797.  When I asked about returning the product, I was told I could do so in **********.  I was NOT told I couldnt return them. And AGAIN, its a dishonest business practice to not TELL the customer that there are no returns.  Its ridiculous.  Who would agree to that?  
  There is nothing wrong with my right foot and I dont want orthotics for it.  Period. Wearing them especially hurts my right foot.  Ill take them to the store where they were bought upon my return from vacation. After working with my Dr I have ZERO foot pain.  None.  I do not need their product.  
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife has severe foot pain and we went to the Good Feet Store on *********** in ************ on April 1, 2023 and explained the situation. The sales person spent 30 minutes explaining how the orthotics work and my wife tried them out. At the end of the demonstration the sales person told us the cost is $1,500 for the 3 pc set. We were shocked at this price, but my wife is desperate to get pain relief and is willing to try anything. We made the decision to go ahead with the purchase as we did not know of any other solutions. We happened to find another Good Feet Store the next week out of state, and we were told their standard price for the same thing is $199. This is a standard price, not a sales price. Now we feel that the ************ store took advantage of ** knowing the severe pain my wife has been in. I would like to see the owner of the ************ store refund the difference to **. My wife is very upset about them taking advantage of us, and she is reluctant to use the orthotics because of this. So this is a lose, lose situation where her pain has not been resolved, and we are out $1,500. I think people in ************ need to know about this so they do not get taken advantage of. I attached a copy of the receipt.Thank you in advance for anything you can do to help.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/29/21 I drove to ************ to visit the Good Feet Store, I tried on their inserts, I asked the salesperson the price , he said $400.00..........................I thought that was very expensive for shoe inserts.........................but I had driven 2 hours so I decided to give them a try...........................when I went to checkout they said my **** was $888.10.....................I said your salesperson said they were $400., they told me that was for ONE !!! I went ahead and checked out...........................I* tried them for a week and found no benefit................................I called the store about returning them, they said I would have to pay to return them, which I did $35.00........................after a few calls I finally got a refund of $684.80.................................they kept over $200.00.........................That is not right !!!

  Business response

  05/16/2022

  This case has been marked as closed and resolved. ******************** has been taken care of with a full refund for the remaining amount of his service fee as well as the cost he incurred to mail his supports back to us to the tune of $259.10 via refund check to his home address. We understand where the level of customer service we strive to provide was not met during ************************ customer journey, and we appreciate this issue being brought to our attention so we may do better in the future, as well as the opportunity to make things right for him. 

*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. ↩