ComplaintsforThe Good Feet Store

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been wanting to go for a fitting at the Good Feet Store for a few weeks and went for my fitting on January 21, 2023. My sister had gifted me with an $150.00 gift card for the holidays under the impression/ information from goodfeet.com that the costs are generally between $200-500 per pair. When I was ready to proceed at the end of my appointment I was shocked when I was told the total would be $1445. I was told I could do a payment plan and expressed I would like to go with that option as I cannot afford to pay the amount in full. I was not told that the payment plan was no with The Good Feet Store directly and through a third-*********** Credit. As I was providing my personal and sensitive information under the assumption it was for the store's system just to find out it had been submitted for a credit inquiry. I would not have authorized that if I had known that it was not a payment plan with the store directly as I do not ever like to have hard inquiries on my credit report. When I followed up with my sister to let her know how the appointment had gone she was apologetic, although this was not her fault, that she got me the gift card to begin with and she had no idea how much it cost because the website represents a different pricing. I would like for either a refund of the gift card and for my sister to be credited back the money she spent on the gift card for me under false presentences from their website. I had tried resolving this issue with the Customer Support at ********************** directly and was told that it was non-refundable but could be used towards any of the store products. Well, that was less then helpful considering it is not a store with a wide variety of items to shop for and if you're not buying into their 3 step systems or 1 outrageously priced arch support, there isn't much else to choose from. Given that the gift card has not been used and was purchased just last month they should absolutely be able to refund to resolve this.

  

  Business response

  01/30/2023

  Can you please move this Complaint from ** to *****, ** BBB?

   

  Thank you

   

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

  Good Feet Worldwide | *********

  5923 *********************** | ********, ** 92008

  o ************** | f **************

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

  

  

  Business response

  02/09/2023

  Hi *********, were glad we could connect with you offline and address your concerns. Were happy we could find a solution for you. If you have any questions, feel free to reach out to the store or call our dedicated client care line at ************.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After suffering for several months with bilateral ball of foot pain, I visited the Good Feet Store to look to purchase a good pair of sneakers. I told them I did not need orthotics as I already had a pair that had been custom made. They continued to do an evaluation of my feet for size and by having me walk with my right and left foot across a carbon tray with paper to evaluate my step pattern. After the evaluation, the sales rep goes in the back and after a few minutes returns with a pair of **** and insoles. Again, I told him I did not want insoles. He continued to "fit" me and put the insoles into the sneakers. One foot was ok, the other foot was tender. He told me I needed theses as they helped my posture and would alleviate the pain. I asked how much for this system, and was I would see when it was rung up. The system consisted of 3 insoles, to be worn on a very specific schedule. When I was rung up, the charge was $1589.48. I paid for the system and started to follow the directions. After 2 hrs. of use (4 days), I could no longer walk with ANY shoe on, with or without insoles. I made an appointment to see a podiatrist and was told I had bilateral bursitis of the toes and have a ******** neuroma on the right foot as well. I told the podiatrist I had bought the Good Feet System, and he said I should NOT wear them, as this was not the treatment for my problem. Instead, I received two cortisone shots in my foot.When I returned home, I contacted the Good Feet Store and explained what happened at the ******************** and asked to return the product for a refund. It was then I first was told they do not offer refunds, but would continue to work with me to make the "muscle pain" more bearable by interchanging the insoles. I told them again that this was not going to fix my problem, and again the answer was repeated. I have spoken with the store manager 3 times, and cannot get a satisfactory outcome. No where in the store or on my receipt does it say "no refunds".

  

  Business response

  01/06/2023

  Hi ******, thank you so much for working with us. Were glad that we could work with you on addressing your concerns and providing you with the resolution you are most happy with. If you have any questions in the future feel free to contact us at our dedicated client care line ************.

  Customer response

  01/11/2023

   
  Complaint: 18609488
  
  I am rejecting this response because:Sincerely,
  I returned the goods to the store. It has been 3 business days and I have not received the credit to my credit card. Once it is received the complaint can be closed.
  *************************

  Customer response

  01/18/2023

  I wanted to send an update on the complaint reference by the number in the subject line.
  The refund has been received and I am ready to close the complaint.
  Thank you for your help in this matter.
  Regards,
  *************************
  

  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to the Good Feet store to get inserts to relieve the pain in my foot. I had been to the doctor and he suggested inserts. I had heard the ads that talked of great sucesses so I thought I would try. I had some pain in the store but they said that was normal and convinced me that it was going to be ************ I wore the inserts the pain in my foot got worse until I could not walk with any of the three inserts. I went in to get a refund and was told I would have to try a new set. I was unwilling to do that and suffer more. They said they would have to work with corporate to see if I could get a refund. They gave me a paper to fill out to send to corporate with information from my D octor. I came home and thought about it over night. I did some reading on line and discovered that each shop has their own policies on returns and that it is not "up to corporate." I was shocked. At this point I am not comfortable dealing with the store personnel and just want a refund. Do I have any other option to resolve this problem?

  Customer response

  12/03/2022

  The address is:

  2274 **********
  ********, Idaho
  83646

  Regards, 

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

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

  

  Business response

  12/14/2022

  Hi ********, glad we could connect with you offline. We will always work with everyone until we find a solution that they are satisfied with, and we're happy we could do that for you. Please don't hesitate to reach out if there is anything else we can do for you.

  Customer response

  12/14/2022

   
  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. They contacted and have refunded my money. Thank you for your help. By the way, the man from the Northwest region (*****) assured me that they way they handled it in ***** is not their policy and he will do some further tainingwith the staff there.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/17/22 my husband and I went to the Good Feet store in an attempt to remedy my leg and lower back pain. I have been suffering from these pains for years and was hoping that the Good Feet store may be able to help. They made a print of my feet on a piece of paper and had me try on some different soles and shoes. At the end they came back with a pair of soles that they had in the back room. Upon check out there was never any mention of any sort of no return policy nor were there any signs posted in the entire store stating so. Neither does the receipt state that it could not be returned. I went home and started to try out the new soles. The store informed me that it would hurt for the first two weeks and then it would get better. After the first week and a half I gave them a call and a male employee answer the phone. I informed him of the issues I was having he said that I could always come in and get resized and they'll get me new Soles from the back room but I should give it the full 2 weeks. Approximately a week later I called again and a female employee answered the phone. I inform them that they were not helping in the least bit and they just hurt my feet exponentially. I asked if I can get a refund she started to say yes but in mid word she cut herself off and quickly changed the subject saying that they can help me get a new size and they could possibly have me wear slightly softer soles. Approximately a week later my husband and I went back to the Good Feet store and informed them that we just wanted a refund. The male employee there said that yes they can absolutely fully refund our money but the manager was not in so we would have to wait until next day when she came in. The next day at approximately 11:00 a.m. the manager gave me a call stating that they will not be giving us a refund. They also informed us that they indeed informed us of the no refund policy which was a lie. One day they said they will give us a refund the next they said they will not

  

  Business response

  11/15/2022

   Hello ******, thank you for connecting with us off line. We are glad we could provide a resolution that was satisfactory. If you have any additional questions or concerns please feel free to reach out to our client care team at ************** or ***********************************************.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct. 23, 2022, I went to the Good Feet store seeking relief for foot, knee and hip pain and left with $1,700 worth of products including insoles, 3 sets of arch supports and a pair of shoes. I was told the insoles and arch supports would work in any shoe, that you just need to remove the original insole and replace with their insole and arch support. Well, it didnt work. I tried to fit the orthotics in 5 pairs of shoes and none of them fit. Either I couldnt remove the insole or it made the shoe unbearable to wear. So on Oct. 25, 2022, I went to return the arch supports since I cant use them. The salesperson told me I couldnt return because they couldnt resell them. This is absolutely ridiculous since they are unused. The arch supports arent custom fit; these are off-the-shelf products. Then she told me I should try not using the insole and just wearing the arch support. So I brought them back home and tried in several shoes at home today. Its still painful. The salesperson said I need to do my part and give it time for my foot to adjust, but I shouldnt have to go through pain when I thought I was buying pain relief and I shouldnt have to beg for a refund for unused products. I want a full refund for the arch supports. Thanks in advance for your assistance.

  Customer response

  10/27/2022

  **********, ****.

  

  Business response

  10/31/2022

  Hi ********, glad we could connect with you offline. We will always work with everyone until we find a solution that they are satisfied with, and we're happy we could do that for you. Please don't hesitate to reach out if there is anything else we can do for you.Tell us why here...

  Customer response

  10/31/2022

  I should add that theres no need for further action or posting.
  
  --
  ******************************************
  ************ | @jnpearce
  
  

  Thank you for letting me know. This complaint has been resolved.
  >
  > Thanks for your prompt assistance with this.
  >
  > --
  > ******************************************
  > ************ | @jnpearce

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold shoe inserts and a pair of sneakers for a total of $1,578.90 on 4/28/2022, which is 2 days ago. I had polio when I was a child and I have severe foot curvature which makes it hard for me to walk. I was shown videos and told that I would be 100% satisfied with my purchase or they would give me my money back, no issues. The inserts they gave me were taken out of a box for size 7.5 feet. They were not even adjusted for my foot like a medical insert is done. I wore the first shoe inserts on the way home and noticed it made my curvature even worse. My daughter in law called the store the very next morning, right when they opened, and spoke to ******* who stated that they do not offer refunds but that her manager ******* would call me back to make it right. 24 hours later and they are still not responding. I had these inserts for less than a day before requesting to return them and I am already being ignored. I consulted with a medical professional who told me that I need a podiatrist and not to wear these inserts as they can ruin what little walking ability I have now. I am now scheduling an appointment with a podiatrist to have professional/medical inserts made to help. But now I am out almost $1600. I want a refund and I want an apology for how crudely I have been treated. They should be ashamed of taking advantage of people like me knowing that it can make my medical condition worse. This can be a huge lawsuit if I was to continue to wear these and then lose all ability to walk at all because they created even greater damage.

  

  Business response

  05/04/2022

  Hi *****, we're glad we could connect with you offline. We will always work with everyone until we find a solution that they are satisfied with, and we're happy we could do that for you. Please don't hesitate to reach out if there is anything else we can do for you.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were at the good feet store yesterday afternoon. We were fitted for orthotics. The salesman showed us different orthotics. He guaranteed us our satisfaction. We left the store and went home. When I got home I realized after examining the products we purchased we noticed we were not given the orthotics we were shown and thought we were purchasing. I tried to wear the orthotics yesterday evening and it made my feet swollen and Im more pain than when I began. Upon returning to the store the next morning I explained to the employee that I was given the wrong product and how it negatively effected my feet. I asked for a refund. She immediately became very rude and told me they dont do refunds. I said miss I was here less than 12hours ago. Your product you gave me wasnt what you showed me and led me to believe I was getting, also I was Promised my satisfaction and how it would change my life and eliminate my pain. It did everything but that and I was douped and lied to and didnt even get the products I was shown and thought I was receiving. Very tricky sales tactics. This company should be ashamed of their customer service. They robbed me for 800$ without a weapon. Im not sure uploading pics of these products I received would help but I have products of theirs that are different grades and would be glad to submit them to whoever it concerns.

  Customer response

  03/16/2022

  Hello the address is 

  The Good feet store

  8512 ***********************
  University Park, **  34201
  *************

  

  Business response

  04/06/2022

  Hi ****, we're glad we could connect with you offline.We will always work with everyone until we find a solution that they are satisfied with, and we're happy we could do that for you. Please don't hesitate to reach out if there is anything else we can do for you.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When the girl brought the receipt over for me to sign she had the part of no refund covered with other paperwork. She also waited until I was in conversation with ******* taking my mind off reading the receipt. During our sales part she implied if I wasn't completely satisfied I would get a full refund. Please help me

  

  Business response

  03/02/2022

  Hi ****, our goal is always to provide excellent service to everyone who walks through our doors, and we are very sorry for your experience. I'm glad we could connect with you offline and come up with a solution that you're satisfied with.
  Please don't hesitate to reach out to us in the future if you have any questions. 
  
  

  Customer response

  03/10/2022

  Resolved and thank you

• Initial Complaint

  12/15/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of purchase: 10/23/21 Price paid: 1423.22 Was recommended to use this product from a colleague that had great results. I was super excited and willing to pay a large amount in hopes of having the same success. Unfortunately, I have gone through 3 sets of inserts now and never had improvement and in fact had worsening of pain so bad that I eventually had to go to see a podiatrist, take daily aleve and have recently started physical therapy. I had texted back and forth with the store salesperson multiple times keeping him updated. I work on my feet and the pain with the inserts got SO BAD that I was limping and unable to stand some evenings. Perhaps these are great for some, but clearly NOT for me. Appreciate your help in my refund. I was going to dispute the charge on our card but thought communication with the BBB was a good first step.

  

  Business response

  12/22/2021

  Hi ****, we’re glad we could connect with you offline. We will always work with everyone until we find a solution that they are satisfied with, and we're happy we could do that for you. Please don't hesitate to reach out if there is anything else we can do for you.

  Customer response

  12/22/2021

  
  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.

  Wayne and Jill went above and beyond to resolve the issue.  Not only were they efficient, they were super professional and kind.  I would not hesitate to recommend the store.  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 11/22/2021 sales rep Richard advised me to buy inserts-Relaxers & strengtheners & cushions totaling $921.75. I explained to Richard my issue with stretched ligament on my right ankle. When I stepped on surface not leveled or made sudden side movement with my right foot, the right ankle will hurt momentarily. Richard stated The Good Feet Store's products would help get rid off of the pain. After an imprint of my feet on a sheet of carbon paper & some kind of balance test, Richard said the imprint showed I was putting too much weight on my heels. The balance test revealed I was off balance. Richard stated by looking at my back & the foot imprint, he could tell I needed re-alignment. He said Good Feet arch supports were designed to offer pain relief & correct the off balance. A personalized fit & custom Fit for Comfort was verbiage repeatedly used by Richard. I bought into this. After following the store's guidance for 4 days, I felt no relief whatsoever; not even minimal relief wearing the relaxers during normal activities. In fact, discomfort increased not just in my right foot & ankle but also in my left foot. I stopped using both inserts & continued using the podiatrist prescribed BioSkin foot & ankle braces designed to help reduce pain, restore mobility, & provide support to the joint while ankle heals. My injuries have nothing to do with the arch of my feet. There is nothing wrong with either of my feet arches. Nevertheless, I was misled by Richard into believing that providing arch support, would correct the the stretched ligaments. This was false. Ligaments heel with rest, ice, compression & elevation; not arch support. On 11/30/2021 I returned to the store to request a refund & to my surprise GM James told me no refund but store credit. I was never told about return policy. such is not posted & inserts are not custom fit. When a lot of money is spent & product doesn't work, a full refund is in order. Good Feet's representations are false & misleading.

  

  Business response

  12/07/2021

  Hi ******, 
  
  
  We will always work with everyone until we come up with a resolution they are satisfied with, and we would love the opportunity to do the same for you. We tried to contact you offline, but we’re unable to reach you. Please call our dedicated client care line at 503-431-2420, so we can address your concerns. 
  
  
  Thank you for your time,

  Client Care Advocate Team

  Customer response

  12/10/2021

  
  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,
  
  ****** ******** *****

*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. ↩