ComplaintsforThe Good Feet Store

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was not told all sales are final until after credit card was ran. after trying them for 5 days or so I checked the web site for return policy. I wanted to make sure I didn't wait past a dead line before trying to return them. It reports to say 60 day refund policy. The Fargo, ND store informed me no refunds but exchanges for shoes and cushions only eligible for exchange or credit if unworn. 6/28/2024 date of purchase.

  

  Business response

  07/18/2024

  Can you please transfer out of WI to Fargo ND Chapter?

   

  Thank you!

   

  ****************************************** | Dir. Customer Service

  Good Feet Worldwide | Dr.'s Own | *** Source | Stretch*d

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

  o (************* | c (*************

  e *********************************** | w goodfeet.com

  

  

  Business response

  07/29/2024

  Hi ******, We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was recommended to check out the Good Feet Store and decided to see what it was all about. My son and I suffer from plantar fasciitis and high arches and the associate **** insisted he could help us. When we were fitted the associate never went over cost, the refitting process, nor the return policies. We ended up spending a whopping ******* on these inserts! After about 2 weeks we had decided the pain we felt in our lower back and knees was no longer worth the aggravation and contacted the store. They instructed the pain was from ADJUSTING and we would need to be REFIT! If it was custom fit to me why would it need to be refit? Im upset. I dont have time to be in this pain that long, and the district manager kept repeating that it was their policy and we would need to take that option as that is all she can do. Their policy says nothing in writing about NO REFUNDS

  

  Business response

  07/16/2024

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

  Thank You, 

  Client Care

  Customer response

  07/24/2024

   
  Complaint: 21969994
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase on 5/27 and was not informed there was a no refund policy. First set the insert only fit in one pair of my shoes so that was not going to work as I have tons of shoes. Went to return because I learned it was not working out for me but the sales rep stated that they had to try different options before they can request a refund. Second time I attempted to take them back the sales rep told me to bring all my shoes in and they will try until they get it right because they dont do refunds. I purchased some other inserts that my doctor suggested that were working just fine but after this weekend none of the inserts work as my ankles/feet have started to swell and hurt all over again from an injury that I have been healing from since March. I now have to make another appointment with the possibility of going into a boot again. A representative called me on Friday the 28th of June and stated that she will call back later Friday or by Monday with no return call yet. I called the number back and was told that the representative was not at the location today but they would advise her that I called but they did not ask my information nor what the issue was. No inserts are working for me as they are causing more pain and I was not advised at the time of purchase there was a no refund policy. I will be submitting this information to my attorney as GoodFeet is not trying to take ownership for their wrong doing. Location:*********. *********, **

  

  Business response

  07/16/2024

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

  Thank you, 

  Client Care Team

  Customer response

  07/17/2024

   
  Complaint: 21929600
  
  I am rejecting this response because: I was not explained the process at the time of fitting nor did I receive a receipt that reflect the information. I don't think that I would have made the purchase if I knew that I could not return them if they did not work for me. I had also purchased inserts that my doctor recommended and have learned that I cannot wear any inserts because they have caused more pain and now I am back to wear braces because of the pain. I will contact my attorney because I am having to keep and pay for something so expensive that I cannot wear. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/11 I purchased a set of insoles from the store and followed the outlined break in schedule. However by 2 days later I was in far more pain and knew this was system for me. On 6/13 I called the store about initiating a return. Only then was I told there are no returns. When I asked why they do not post or mention the policy they said we choose to focus on the long term outcome and not the no return policy. It is posted as an exchange policy on the receipt but you can only see thay after the purchase and when already locked in to purchase. I will not use a system even if refitted that has caused more pain and neuropathy in my feet. I want my money returned. They use sketchy and hidden sales tactics to get sales. This includes selling it as a full system only and that can not be separated. So then your locked into a set of 3 when you could try 1 and not spend a full 1500. Using half information and hidden details to maximize the sale and then not fully explain policies before purchase for informed decisions.

  Customer response

  06/19/2024

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

  

  Business response

  06/24/2024

  Hello ******, We are glad we had the opportunity to speak with you directly. We provided you with a few options; if any of these options interest you, please contact our *********** Specialist at ************* to discuss further. 

  Customer response

  06/24/2024

   
  Complaint: 21870044
  
  I am rejecting this response because: they only offered an exchange which I do not want. 

  I requested a refund 3 days after initial purchase. They do not post the no refund policy anywhere and their own manager admits they do not mention it on purpose. They admit the exchange policy is mentioned on the receipt but you can't see that until the purchased and the buyer is locked in. This is shady and unethical business practices. Legally a no refund policy must be displayed and they do not do that. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/05/2024

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

  Customer response

  07/11/2024

   
  Complaint: 21870044
  
  I am rejecting this response because:
  You continue to mention how the exchange only is on the receipt but to see this policy means your already locked in and stuck. That is unethical. Also from what I have researched Florida requires "no refund" or "exchange only" policy to be clearly posted at a location near the register. You do not have this and as you mentioned the employee do not mention this pre sale. Please see the  Florida Code - REGULATION OF TRADE, COMMERCE, INVESTMENTS, AND SOLICITATIONS CONSUMER PROTECTIONChapter 501 info below.
  My refund was requested 3 days post purchase and falls within the 7 day window. 
  501.142  Retail sales establishments; notice of refund policy; exceptions.--
  (1)  Every retail sales establishment offering goods for sale to the general public that offers no cash refund, credit refund, or exchange of merchandise must post a sign so stating at the point of sale. Failure of a retail sales establishment to exhibit a "no refund" sign under such circumstances at the point of sale shall mean that a refund or exchange policy exists, and the policy shall be presented in writing to the consumer upon request. Any retail establishment failing to comply with the provisions of this section shall ***** to the consumer, upon request and proof of purchase, a refund on the merchandise, within 7 days of the date of purchase, provided the merchandise is unused and in the original carton, if one was furnished. Nothing herein shall prohibit a retail sales establishment from having a refund policy which exceeds the number of days specified herein.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in to the Good Feet Store in the *************** Area and tried to purchase some orthotics for my shoes little did I know I would be present with a whole 4 step presentation for an hour and a half. I was present with a price for the 4 steps and when I seen the price I told them that I was not going to pay 2200 dollars for insoles or whatever they were. So they told me that 1 step could do it instead of one which was ******. Now I'm confused because you just showed me a 4 step progression for the insoles and now all of a sudden it can be done with one. So I got the one and took it home over night thought about it and figured I been suckered out of my money. So I informed **** that I was returning the product for a refund. I gets to the store and the young lady said ok sure. So then she goes in the back and comes back out and says well we have to fill out a paper and send it to the corporate office and that someone from corporate would be calling me back a few days. Ok so Melody calls me back not from corporate but from the University Store and said she was the store manager and that she could only replace and not refund. But your not from corporate and you have your product back and now I need my money back. On top of the fact I asked for the corporate number or her supervisor number and she would give it to me told me that had to call client services. I just want my money back you have your products back.

  

  Business response

  07/16/2024

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased inserts from the Good Feet store. I was promised if they do not work out I could return for a full refund.The inserts made issues worse and I was told to return so they could help me fit properly in my shoes, but no refund is possible.I was promised that the inserts would completely resolve my planter fascist. I made several attempts to use in different shoes and only was met with the same painful results.

  

  Business response

  05/28/2024

  Can you please move this out of WI to ********** BBB?

   

  Thank you!

   

  ****************************************** | Dir. Customer Service

  Good Feet Worldwide | Dr.'s Own | *** Source | Stretch*d

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

  o (************* | c (*************

  e *********************************** | w goodfeet.com

  

  Business response

  06/05/2024

  Hello ******, We are trying to reach you but have been unsuccessful.  We would like to talk with you so we can address your concerns. Please contact our dedicated client care team at *************. Thank you.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the Good Feet Store to see if they could help me with ongoing back pain. I purchased the inserts on October 25, 2023 for $1653.81. *****, the salesperson, told me that the inserts would solve my problem and eliminate my back pain. He said it might take some time but they would replace the inserts until they found the right one. None of the inserts helped me. After five months, I was discouraged that nothing was helping. I asked ***** if nothing helped would I get a refund but he told me that Good Feet had a special kind of patent and did not give refunds. I returned one more time after this exchanged and these inserts are not helping either. i paid with my **** card, transaction no. ***********. I hope you can help me and thank you for your efforts.***************************

  

  Business response

  05/13/2024

  This complaint does not involve the City of ********* or any services provided by the City of *********.

  

  Business response

  05/20/2024

  Hello *******, We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you.

  Customer response

  05/20/2024

   
  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a 73-year-old housewife. I am healthy. I workout at the gym. Decided to stop by good feet on my way home from working out. Having a slight problem with my big toe and next toe coming together was looking for some suggestions. I was there for almost 2 hours. Tired hungry and convinced that their arches would solve all my potential foot problems for a lifetime. I purchased the kit of three arches and three thin pads for the grand total of $1649.94. I still can't believe I did it. But I really wanted to believe that this was a good thing. They gave me a weekly routine that I started immediately. I revisited the store in March and April for follow-up visits. Nothing was really changing but my left foot was beginning to hurt. I did not discuss this with the store because I knew they would insist that I try harder. The thought of a confrontation with my salesperson was something that I could not handle. I knew it would be unpleasant because I was going to lose my temper and at my age the stress isn't worth it. I would like to return their products and get a refund. Most of what I have is hardly used if at all. I just feel taken advantage of. My foot issue did not warrant this purchase and I do not appreciate not even being encouraged to think about it...like sleep on it. What a poor business practice. I am so insulted. I know there are others just like me who feared to try to return the product and just sucked it up for a ****** learned.

  

  Business response

  05/20/2024

  Hello ******, We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have plantar fasciitis. I went and they said this would help. Paperwork says a 3 month refund policy. They are terrible and made my foot worse. I have been resized. Asked for a refund to hear that they will not be doing that. The promises I heard to buy the product was not true and my feet are worse

  Customer response

  05/03/2024

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

   

  is the address

  

  Business response

  05/11/2024

  Hello *******.  We have been unable to reach you.  We would like to connect with you and address your concerns. Please feel free to contact our dedicated client care team at **************. Thank you.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have constant feet pain and I thought that perhaps some shoe devices will help me to correct the issue.On 03/22/2024 I went to the store to enquire about inserts for my shoes. After trying some of them, I purchased a pair for the amount of $534.00. After using them for the first time, I felt uncomfortable and instead of alleviate my foot problem it made it worst. It was then, when I decided to return them and have my money back. According to the sales receipt I have 60 days to return them. On 02/25/2024, I went to the store and I was told that they couldnt provide me with the refund, because the manager was not there and they were not authorized to give me my money. On 03/29/2024 I went back and spoke to the manager. She refused to accept the return alleging that I didnt give them the opportunity to try a different insert for the same price. I told her I didnt like the product, I was not satisfied with it and that I wanted my money back. I told her that at the bottom of the receipt it stated that I had 60 days to return it for a full refund. She said that she didnt **** about the 60 days, because it is up to her discretion to extend the time. I emphasized I didnt want the product I wanted my money back. She tried to persuade me to try other inserts. I stayed firm and asked for my money. She said she couldnt help me that she needed to talk to her manager and will get back to me. On Monday April 1, she called and told me they couldnt refund me the money, because I didnt give them the chance to make it right. I dont like the product, I want the full amount of the money paid back to me. There is no law that will force me to buy a product I am not satisfied with. I told them the receipt is clear: I have 60 days for a full refund. I went back on the third day and again on the 7th day and they refused to issue my refund. I dont want their product, I dont like , Im not going to try any other insert. I am entitled to my money back

  

  Business response

  04/10/2024

  Hello *******, We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you.

  Customer response

  04/11/2024

  Issue has not yet been resolved. Recived a phone call informing me, that I will receive a return label, but I have not yet received it.

  

  Business response

  05/02/2024

  Hi *******.  Thank you for your response. It looks like we were able to resolve your concern on 4/22/24.  If you have any questions or concerns do not hesitate to reach out to our *********** Team at ************.

*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. ↩