Complaints

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:10/01/2024

  Type:Service or Repair 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.

  I went into this store for a free consultation, by the time I left free was no longer in site. I ended up spending over $1500 on these foot system. I was assured of the items they sold me would last. After a month the Strengthener and the Maintainer started making a loud squeaking sound when you walk. I have called and told them about this and they say put baby powder in your shoe or the sleeve over them After doing one of each things they told me to do that didnt work either. I called again and they said to come back in to purchase another strengthener and maintainer each would cost $500.00 each. I should have never stepped foot in the store. Now I cant use them because it sounds like my shoes are wet when I walk out in public. Now I have an extra credit card bill for nothing. I will never recommend this company.

  Business Response

  Date: 10/21/2024

  Mr. ******** purchased on 8/7.  Per our policy we follow up with the customer 3 times within the first 30 days to ensure they are following the wearing schedule and the feet are acclimating to the supports. We talked to the customer on 8/10, 8/17 and he was doing well with the supports.  We also contacted him on 8/28 and he stated he was experiencing some squeaking and the store gave him some suggestions to see if they helped and save him a trip to the store if necessary.  If those tips did not work, we of course would want the customer to come in so we can see what the problem is and fix it at no cost at all to the customer.  We are sorry that there was any mis communication, but of course we would not make him buy a new pair of supports for the squeaking.  I asked our Regional manager to reach out to Mr. ******** and he talked to him on 10/16 and set up a return date of 10/19.  Mr ******** called back and stated he could not make it on 10/19 but would call us back when he could come in.  We will definitely assist the customer with the squeaking supports in his shoes.

   

  Good Feet Plano

  Customer Answer

  Date: 10/22/2024

  I am rejecting this response because:  these inserts that I paid close to $2000 have started making noise already. Some of the reviews *** read said the same thing. I shouldve never went into the store to make a purchase. Now Im stuck with a $2000 bill. I appreciate the mgr reaching out. But the product doesnt match the pricing. 

  Business Response

  Date: 10/22/2024

  Good Feet has been in business for over 30 years and have helped people improve the quality of their lives all over the world.  Our product has a lifetime warranty against flattening and cracking and was invented by a Dr.  We also have clinical efficacy studies that were conducted at the ****************************** Institutional  Review Board that discuss the benefits our orthotics provide.  During the customer's first visit, we explain that in the first 30 days we will be following up with him to ensure acclimation and if we need to adjust at all, we will do so at no cost to the customer.  Mr. ******** has been invited back into our store for us to take a look and our first few calls with him, he was doing very well.  Squeaking is something we can easily fix base on a small adjustment.  The supports as mentioned have a lifetime warranty so it is not a repair problem, just an adjustment we can make.  The supports are personal use items and therefore are exchangeable not refundable.  This problem can easily be resolved if Mr. ******** will visit our store and let us explain what we can do at no cost to him.  

   

  Good Feet Plano

  Customer Answer

  Date: 10/22/2024

  I am rejecting this response because:  Im done with this business and their inserts. They got their money thanks anyway. I never questioned the business years of service or the amount of people they have helped. I thought I was one of those customers but unfortunately I am not. 

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  4/18/2024 6:42 pm I went to the good feet store to checkout what they have to see if I would get some help. I did the ink pad for my feet and they fit me with the arches. I ask her if I would wear these in my own shoes. She said no you to wear their tennis shoes. They had special going on with tennis shoes, 3 pairs socks and the arches and all extra stuff for $1,656.27. I cant pay that right now. She asked if CareCredit I said yes they would set up a plan for 18 months.. So I bought. I wore the arches for 2 days my left foot hurt so bad I was so much pain I couldnt walk. I went back on 4/20/24 2:11 pm He said I was in the wrong arches because that why my foot hurt it was high I need lower one . I asked for refund because of the pain in the my left foot. They said I can exchange them. So I exchange. I wore them and I was still having trouble in left foot felt like rock was the in the shoe. So I went back the third time 5/9/24 5:39 pm. She said that was the wrong size of arches and she went got lower arches. She said we can used them in your own shoes. I asked her in first time and was told no but now I can use my shoes on third time. She give me smaller insole she put them my own shoes. I told them I was having pain in the left foot and hurt really bad which I wouldnt walk on. I again asked if I can a refund. She no refund. She said I can sign up for the warranty on the arches. If I have any issues I can come back and exchange the arches. I cant wear them it hurts left foot to wear it. All the good feet items are in bag not being used. I have made 3 payments of $ 54 dollars cost is $1,656.27 for 18 months which the items I cant use. What bug me the most is I asked in beginning if I could wear them the arches in my own shoes. That way I didnt have to pay for all other stuffs. I have all receipts and the items. Im paying for something I cant use.

  Business Response

  Date: 07/22/2024

  Can you please move this Complaint out of WI and transfer to *****, ** Chapter? Likely Plano, ***

   

  Thank you

   

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

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

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

  o (************* | c (*************

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

  

  Customer Answer

  Date: 07/27/2024

  The good feet store call Monday ask if I would come in Thursday. I went at 1:30 pm 7/25/24 Talk to **** who is the director ******. He check my feet to see if the arches were right. He said they look correct. I told him that I wont be wearing them because the problem with left foot. He said that he will have to call corporate because he cant do refund.  He calling corporate 1:43 he come back at 1:47 and said he has green light to refund me . He took back the items to the register as I watched him refund the items. I have the receipt and he would call care credit so he can text me the receipt from them. He said this in his 10 years he only refund once but today will be his second one. Saturday 7/27/24 I just care credit account and the charges were removed. The problem was  resolved no further action needed. Thank you BBB

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising 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 have no foot issues, none. I only wanted an insert to fit my golf shoes. I was put through their sales process and had no idea of the $ I was wasting, $500! I was asked to sign a no refund policy. I want to return this product for a full refund. I will try to deny the charge with my credit card company. Most of all, I want to warn others dont even walk into this business!

  Customer Answer

  Date: 06/03/2024

  This complaint was resolved by the Good Feet Store immediately upon my arrival back to the location. No questions asked. Very well pleased with the outcome.

  Business Response

  Date: 06/03/2024

  The customer came into our Plano Good Feet location looking for supports for his golf shoes as he stated he experienced foot fatigue after playing 18 holes.  We printed and measured his feet and had him try on the supports that would fit best for his golf shoes. the customer actually walks in the supports before purchasing.  We go over all policies with the customer before the customer signs the receipt.  Our orthotics are custom fit and due to their personal use, we do not provide refunds.  The orthotics come with a lifetime warranty so a one time purchase for the rest of your life.  We have been helping people with foot, knee, back pain and prevention for over 30 years.  We feel the customer would benefit from the supports, however he called us back and said he did not realize how much he spent and therefore we agreed to a refund.  He purchased on Friday 5/31 and we issued him a full refund on 6/2/24 due to his not wearing the orthotics.  

  Good Feet Plano

  Customer Answer

  Date: 06/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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.

  I purchased the inserts on 7/3/23 today is the 7/14/23. My feet and knees hurt worse than they did before I bought them they do not work if they company good feet store stand behind their product they should give a refund at least within the 15 days of wearing them. I am going to go further with my complaint to get a refund. These were $2200. That is a lot of money for some thing that does not work.

  Business Response

  Date: 07/17/2023

  Can you please move this BBB Complaint out from WI and move to ******, ** market.

   

  Thank you

   

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

  Good Feet Worldwide | Dr.'s Own

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

  o ************** | f **************

  Business Response

  Date: 07/19/2023

  Our area manager reached out to ***** and they set up a date for ***** to come into the store on Saturday 7/17/23.  ******************** met with our area manager in the ******** store on 7/17/23 and they switched out a few supports and discussed the wearing schedule to ensure proper adjustment times on the supports.  At this time, all is well with the customer and we will be following up with ***** via follow up phone calls to ensure that the adjustment period is going smoothly.

   

  Thank you,

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

  Good Feet ***/****/Temple

  Business Response

  Date: 07/19/2023

  Our area manager reached out to ***** and they set up a date for ***** to come into the store on Saturday 7/17/23.  ******************** met with our area manager in the ******** store on 7/17/23 and they switched out a few supports and discussed the wearing schedule to ensure proper adjustment times on the supports.  At this time, all is well with the customer and we will be following up with ***** via follow up phone calls to ensure that the adjustment period is going smoothly.

   

  Thank you,

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

  Good Feet ***/****/Temple

• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising 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.

  I went to the store on 3-9-23 for a so-called fitting and was sold arch supports but was not told about no refunds and the supports were extremely painful and I did not have good balance with them. I did everything that I was told to do for the adjustment period and it just got worse not better. I went back to the store and the man changed it out but it was even more painful. I saw their little sign then about no refunds! They did not really help me out. I think that they dupe older people with their claims I am 74 and they cheated me out of ********. They do not stand behind their product, they just change it out for another painful arch support. I am on a fixed income with just my Social Security and I really wanted it to help my feet but I feel that I was scammed Instead.all they are interested in is getting people's money in my opinion, not helping people.

  Business Response

  Date: 07/17/2023

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

   

  Thank you

   

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

  Good Feet Worldwide | Dr.'s Own

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

  o ************** | f **************

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

  Business Response

  Date: 07/20/2023

  ************** came into our ******** location on 3/9/23 with ball of foot pain and some back pain.  We measured him and fit him with custom fit supports and allowed him to walk in the supports before purchasing.  He purchased our 3 step system which consists of 3 arch supports that have a lifetime warranty and 3 sets of cushions to provide more cushioning over the supports.  Per our policy we contact the customers 3 times within the first month to ensure they are following the wearing schedule for the supports to ensure their feet are adjusting well to the supports.  We called the customer on 3/12/23 and 3/19/23 and left voicemails on the wearing schedule progress.  We called and talked to the customer on 3/30/23 and he said he was still having some ball of foot pain so we invited him back in so we could  look at what was going on.  We refit him on 3/31/23 to some new firmness supports free of charge as that is our policy in order to custom fit the customer.  We have not heard back from the customer since the refit on 3/31/23 so assumed all was well.  

  We are always willing to assist the customers for comfort and therefore called the customer on 7/20/23 after hearing from the BBB and spoke with his wife.  She said he was not available and doubted he would reach back out to us.  We would love to look at his supports and assist him with his comfort and discuss how they should be worn, however we would need to hear back from him and he has had the personal fit orthotics for 4 1/2 months.

  Good Feet Arlington

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair 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.

  I was diagnosed w/plantar fasciitis in my left foot. I decided to hold off on surgery & seek alternative treatment options first. After seeing The Good Feet Store commercials, I went in & met with an Arch Support Specialist who determined a precision fit that focused on my shoe preferences, activities & work environment. My pain has impacted my ability to exercise & to work where Im on my feet most of the day. I believe my desire to be out of pain allowed me be sucked in to their aggressive, unethical sales tactics, & ultimately purchasing their worthless products. I brought my athletic shoes & dress shoes as requested when scheduling the fitting. When I said I wanted to try the orthotics in my shoes, the specialist said, we like for you to try them in our shoes first. After almost 2 hours, she finally told me the price for their special Platinum Package & with tax it totaled $2013.47. This included 4 support sets, shoes (that I didnt want but are included in the package) socks, foam **************** for the insoles. When checking out, the specialist told me, the refund policy is in the bag. Also in the bag was preprinted WEARING & CARE INSTRUCTIONS & when Id be called by the specialist to assess any issues because we want to make sure everything is working for you. She was supposed to call on days 3, 10, & 21. They got my ********** cell #, neither of ** received a call or text. Got home & unpacked everything & then saw at the bottom of the receipt is printed, ALL SALES FINAL & on the included paper it states ALL SALES ON ALL MERCHANDISE ARE FINAL. I wore the Strengthener, ******************** as recommended after purchasing on 2/25/2023. Not only has left foot pain increased, my right foot now hurts. Called my doctor who said, I wish you hadnt gone there they (The Good Feet Store) are quacks unlawfully offering medical advice. I wish Id read their terrible reviews before losing $2k & now have to spend more for surgery. DONT GO THERE.

  Business Response

  Date: 04/12/2023

  ******************* came into our ***** location with concerns of Plantar Fasciitis.  We do not diagnose customer's concerns, however we let them know what our supports are designed to do.  They even out the weight distribution and allows customers weight not to all be put on the inflamed area of his heel.  We have been in business for 30 years with over 250 locations and were invented and patented by a doctor.  We have doctors refer ** to their clients all the time and approximately 70% of our customers have been diagnosed with PF.  Our supports have a lifetime warranty against flattening and cracking which is hard to find anywhere in the support business.  We also allow a 30 day resize if necessary as the customers are getting acclimated to the supports.  We call 3 times within the first 30 days to see that the customers are wearing the supports per schedule and how is the original pain.  If there are any concerns, the customer is invited back into the ********************** for a free adjustment.  We measured and printed this customer and brought out supports that he was allowed to walk in and try before purchasing.  We try the supports on in our own shoes so that proper fit is achieved as customers shoes have wear patterns from their feet already that *** affect the fitting.  The customer then chose to purchase our Platinum package which includes 4 sets of supports (different shoes and activities), shoes, socks and cushions.  Our first call was scheduled for 2/28/23 however customer came in to exchange style of the shoes and said nothing about the supports.  Our second call was on 3/7/23 and on this call, customer was asked about verification of the shoe he wanted and all seemed fine with supports.  On 3/10/23, customers wife came in wanting a refund on the shoe.  We gave them the refund for customer satisfaction even though they originally got a discount for buying the package.  The customer has never told ** they had a problem with the supports until this complaint.  We are always willing to work with the customer for free adjustments as we have excellent success with PF customers.  They are personal use and the customer has had them since 2/25/23.  We discuss the resize/refit policy with the customer and the reason for adjustments versus refunds and give them handouts of the information and notice on the bottom of the receipt.  We truly would like to help this customer and so I had our ********************** manager reach out on 4/10/23 and again on 4/11/23 and yet have not heard back from the customer.  Please call ** back so that we can assist you in your concerns.

  Customer Answer

  Date: 04/15/2023

  I am rejecting this response because: there are multiple unresolved issues.You did not call to ask about the wear, fit or size as you claim & as is on your branded paperwork. I had to call because you gave me a shoe sized 9.5EE yet you fitted me as a 9.5D in your store. You called me back about the shoes only and offered to order a replacement but did not have the color I chose. My wife came to the store for the refund & you told her that if we take these back, you essentially owe ** more money because they are part of a package & cant be separated out, even though it was clearly your error & you put the wrong size in my bag & you couldnt replace w/the size/color I was supposed to receive. Only after she left the shoes in your store, told you she would contact her credit card company & BBB & left the store, that you called her & said youd make the refund. I received a VM from you on **** regarding the BBB complaint. I teach from 8-5pm so was unable to call you back until **** & at that time I was told you dont work on Fridays. Regarding your  resize/re-fit or adjustments within 30 daysthe problem has nothing to do with size, the problem is the increased pain in my left foot from wearing your support & the new pain as a result of your support, in my right foot. The statistics & company history provided do not remedy my issue. I am now most likely having surgery on my left foot as your supports amplified the pain & the plantar fasciitis-after I wore them as you *************** right foot may return to its previous status since I stopped using your support but as of yet, it has not. I have significant pain in both feet in addition to having developed painful callouses from your supports. Ive never had callouses on my feet until using your product. You adamantly stand by your NO REFUND policy according to consumer complaints viewed online so knowing my issue can only be resolved by discontinuing use of your product as directed by my physician, I could only assume your specialists would be of no help. Being willing to work with the customer for free adjustments is of no benefit to me. I wasted $2k on your product only to need medical treatment because of your product. You state that you cant do refunds because they are personal products-Ive been a DDS for 40 years & when a patient was unhappy with a denture, partial or crown-I gave them a full refund. Those dental appliances were in the patients mouth yet they got refunds & of course didnt have to give them back to me. I stood by my work & my products with integrity. If you stood by your products you would give refunds when the product actually causes harm. Ill happily ship your products back to you in exchange for a refund but there is no point in going in for adjustments on your productthat I cannot use, per my physician. Ive read former GFS employees statements that when customers have to exchange supports, you clean those supports & then use them as replacements for customers. I guess your stance on them being personal products goes away when it suits you.

  Business Response

  Date: 04/18/2023

  We contacted ******************** again on 4/17/23 and talked to him.  Our area manager will be following up with him to discuss the best resolution.  Once again, PF is our primary customer reason for wearing our supports and we were invented and patented by a Doctor and are referred by many foot specialists for customers orthotic needs..  The exact sizing has absolutely everything to do with proper relief and that is why we have our 30 day refit policy.  All feet are different and react differently to firmness, flexibility etc.  We apologize that the customer does not feel we lived up to our follow up phone calls to ensure proper wearing and adjustment.  We take that part of our customer service very seriously and keep proper notes on each call.  It seems as mentioned before that our staff did talk to the customer about the shoes twice which was the timing of the first follow up calls and since there was no mention of problems with the supports assumed all was good with the supports.  This should have been probed into more and specifically discussed with the customer.  Our area manager will be following up with ******************** per the contact by phone the manager had with him on 4/17/23.

  Customer Answer

  Date: 05/19/2023

  It has been a month since the area manager was going to reach out and I never heard from him/her. My doctor again advised me not to use The Good Feet Store arch supports at all due to the state condition of both feet (one of which didnt have an issue until I used their product). If they do contact me again asking me to proceed with their proposed plan to get re-fitted in their arch support, I will not do so, based on my physicians evaluation and guidance. I dont want my condition to worsen more than it already has because I wore their arch supports as The Good Feet Store arch specialist recommended.

  Customer Answer

  Date: 05/24/2023

  I understand you are stating that you are closing this case. I want to reiterate that The Good Feet Store did NOT reach back out to me as they stated they would do. I wanted for their contact from their regional manager, for a month and they never called, emailed or texted. I want to ensure that it is accurately reflected that the business DID NOT follow through with communication as they stated they would. So failure to continue discussion is on the business end, not my end. I think that is important information to include in this case since you have decided to close it.

• Initial Complaint

  Date:03/02/2023

  Type:Billing 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.

  Transaction date: 5/21/22Amount: $1,623What they committed: Diagnose my foot pain and provide orthotics that would alleviate my foot pain if worn as prescribed.Nature of the dispute: An improper diagnosis and no reliefWhether the business has tried to resolve the problem: NoAccount number: Not aware of an account number with The Good Feet Store. I used the ********** option to pay for services.After months of trying drugstore orthotics and suffering from pain between my third and fourth toes on my right foot, I heard an advertisement for The Good Feet Store. I made an appointment at the Plano, TX, store. After an evaluation, I was told by the sales representative, not a doctor, that their 3-step insole program would alleviate the pain by correcting my posture. That seemed odd because my posture wasn't a problem. I paid $1623.75 for the orthotics system and a pair of ****** shoes (not bad shoes) under somewhat heavy sales pressure.I was told I would feel relief within a few days, but it could take up to a few months. I tried the system as prescribed for months. I experienced no relief, and skepticism was building, so I searched for The Good Feet Store reviews online. Voila! I was astonished to see so many stories like my own and such poor reviews. Lesson learned!I set up an appointment with a podiatrist who correctly diagnosed a neuroma due to my right foot's third and fourth toe being similar in length. I had no issue with my posture, per my doctor. My doctor advised me to discontinue using The Good Feet's Store orthotics immediately.I was a bit deflated when I was told The Good Feet Store also has a strict no-refund policy. I don't feel as if this store is operating in good faith.

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 5, 2023/03/14) */ Mr. ******* came into our Plano location on 5/1/22 with concerns ball of foot pain. We never diagnose someone's condition, we just let them know what the orthotics are designed to do which is even out the weight distribution which can help with the condition they came in for. We measured and had Mr. ******* walk in the orthotics before his purchase. He decided to purchase our 3 sets of supports and ****** shoes. Per our customer service policy, we contacted him 3 separate times on the phone 5/24/22, 6/1/22 and 6/11/22 and left voice mail messages each time. The purpose of these calls is to ensure he is following the wearing schedule for the supports as there is an adjustment period and if needed to adjust the fit based on the results at no extra cost to him during the first 30-45 days. Mr. ******* never returned any of our calls and we have never heard from him until this BBB complaint on 3/7/23 which is 10 months after the purchase. We immediately reached out to Mr. ******* by phone and an email to see if we could assist him and once again a week later we have not received any response. We are always willing to assist customers but have never heard back from him despite our many efforts.

• Initial Complaint

  Date:12/13/2022

  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.

  I purchased and wear the inserts from the Good feet store. The problem with got increasingly worse , I now have huge calluses on my feet . My podiatrist told me to stop wearing the insoles. I have a knee that's turning inward as a result.

  Business Response

  Date: 03/16/2023

  Business Response /* (1000, 5, 2022/12/15) */ Could we please have more information on this customer and what store she purchased at. I have searched all of our 8 locations and cannot find this specific name in any of our portals. ********** *********". I would like to follow up with the customer but would need more information. Thank you, Good Feet DFW/Waco/Temple

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair 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.

  I visited the store looking for a solution to plantar fasciitis. The female salesperson, Nicole was friendly but also had an unsettling nervous energy and made derogatory comments about my weight. When I explained my medical diagnosis of plantar (made by an orthopaedic surgeon) she laughed it off and said there was no way I had plantar fasciitis. I asked her where she went to med school and she responded that she used to be a makeup artist in LA (I could not make this up). During the sales process, Nicole made many obtuse statements about foot anatomy but it was clear this was a sales narrative, not a medical one. I was hopeful that the inserts I purchased for over $1300 would alleviate my pain, even though the expense was overwhelming. Soon after I left the store, I received a text message from Nicole asking for a review, I responded to her telling her that one of the foot cushion packets she had packed for me was empty but she never replied (this was on 6/18/22). Someone from the store did leave voicemails for me a couple of times, I do not have specific chronology; however I do have several emails sent that were not responded to (the store initiated the email chain). On 6/28 I responded to Jayson - Store Manager - telling him that I was wearing the inserts as prescribed but they were having no effect on my pain level. On 6/29 I sent another email stating that the inserts were creating more pain for my feet. I did not receive a response. On 7/9 I received a bizarre, warning-style voicemail from the store. So that there would be a log of communications, I sent yet another email on 7/9 notifying the store that my doctors had advised me to discontinue wearing the inserts and requesting a refund and received no response. I sent another follow up email on 8/23/22 and never heard back. Evidence of non response provided to BBB. Whether or not these are deemed personal items, the company should have the ethics to offer refund when they exasperate issues.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/15) */ Ms ****** did come in to our location on 6/18/22 and purchase a 3 step system of arch supports and cushions. This system has been around for over 30 years and was invented and patented by a doctor. All of our staff have had to be trained and are certified arch support fitter. We follow up with customers 3 times within 30 days to ensure fit is correct and customer is following the proper wearing schedule. Unfortunately, this is where it appears the communication fell through the cracks. We reached out on 6/21 via phone and 6/28 (no answer so sent an email) and on 7/9 left a voice mail. It appears the store did not respond to the emails Ms. ****** sent the store as we have gone back to look. We reached out to Ms ****** on 9/10/22 and have asked her to come in to the store for a resolution to her concerns.

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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.

  I spent 2 hours in the store being "fitted" for inserts. When I mentioned where my pain was and that I had plantar fasciitis - she told me it couldn't be plantar fasciitis and asked me how I knew that - I told her it was a diagnosis from a qualified medical doctor - from the best of my knowledge the salesperson was a former makeup artist, not a doctor, but was dismissive of those with medical qualifications. After visiting the store, I received a follow up text from the sales lady on June 18 asking for a review. I sent her a reply stating that one of the cushion packets she had put in the box was empty, but she never replied to my text.I responded to an email from the store manager on Jay on 6/28/22 stating that the inserts were easy to wear but had no impact on my condition and then sent a follow up email on 6/29/22 saying that the inserts were making the condition worse. While I did not receive any email response to me notifying the store that my condition was worsening, I did receive a bizarre "3rd and final warning" voicemail on 7/9/22. I sent another email to the store on that day re-stating that my plantar fasciitis was worsening as a result of the inserts and that the pain had led me to an orthopedic doctor, who had advised me to stop wearing them. I never received a response to that email or to anther follow up I sent on 8/23/22.The experience I had within the store was friendly and I was hopeful for a positive outcome, but in hindsight I realize it was a coverup for the inefficacy of the product. To spend such a large sum of money on products that worsen a medical condition is really unacceptable. And to have multiple texts and emails not responded to (evidence of which I have shared with the BBB) indicates how unethical this organization can be. If their product actually worked for as many people as they claim, then they would have no issues refunding the people for whom the product was damaging.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 7, 2022/09/19) */ We have reached out to this customer and discussed with her a resolution to her satisfaction. We left a message for her on 9/9/22 concerning the resolution and another on 9/10/22. We have not heard back from the last 2 messages however expect for her to come back to the store to complete the resolution.l