ComplaintsforThe Good Feet Store

• Initial Complaint

  01/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 11th 2023 I went to the Good Feet store and purchased orthotics and a pair of shoes and two pair of socks for $1660.99. I want to return my stuff for a full refund but according to their store policy once you buy it there are no returns. Mostly everything I have has not been used at all. It says on my receipt that all sales are final but they didn't tell me that until after my credit card had run and I had paid for my purchases in full. Had I known that in advance I may have been more discerning when making my purchase. The reason, they state, they can't accept returns is that there merchandise is considered medical supplies. However,at the bottom of one of the papers I received after I had made the purchase states "Note; the Good feet store is not a medical provider and it's representatives are not authorized to diagnose or give any medical advice with respect to any physical condition. Individual results may vary. For any medical condition please consult your physician."The first thing out of my mouth when I went into the store was I have plantar fasciitis which is to a medical condition. The salesman never referred me to a medical provider or made any reference to the aforementioned information. I didn't come across this information till after I was home and was able to read through there literature. The whole experience was extremely high pressure salesmanship and he would not answer any questions of mine until after he had made his sales pitch. I have foot and back issues and I cannot afford to take the risk of using non-proven orthotics. I thought I was in a store of knowledgeable foot specialist, not a store of high pressure salesman. After reading online reviews on the BBB website regarding the Good Feet store I am even more frightened to use these orthotics. As they have not been used and I was lied to I want to return my merchandise for a full refund.

  

  Business response

  02/24/2023

  Hello *******

   

  Complaint # 18807350 has been resolved. Customer has been issued refund.

   

  Please acknowledge Complaint Resolved/Closed.

   

  Thank you

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  10/26/22 I had gone to the Good Feet Store, *******************, **. I tried on multiple pair of arches in sneakers that they were selling. According to the web site the arches would cost about $200 - $800 depending on what you chose. When I had asked what the cost was, they told me $1649. I was upset, but my feet hurt so bad that I would take them. I have worn these arches in the sneakers, that came in the package and my feet hurt worse than they did prior, also the arch supports are plastic and are irritating the bottom of my feet. These were supposed to be used in all types of shoes, so I tried them in other shoes and my feet were blistered and swollen on the bottoms. I work on my feet all day. I followed their directions and they do not work as promised. I spoke with the representative on the phone and I was told they can resize me, but I would not be able to get my money back. I informed her of the issues I was having and was told to keep using them for another 2 weeks and they would call me again and if needed I could come in for resizing. I said I would keep the sneakers, the foam covers, but the plastic arches are being returned for resizing, so I do not understand why I cannot get my money back. Very disappointed in this store and the price they charge. The advertising on TV does not tell you they are not returnable. The web site does not tell you that they are not returnable. They are junk, I could get better ones off the shelf in a shoe store. They are very pushy and I feel like I just thru money out the window. $1649, that I financed and cannot get back for a product that has made my feet hurt more than before. Please help me get some of my money back and warn others about this store.

  

  Business response

  12/22/2022

  Customer is being notified for approved refund. 

  Customer response

  01/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12-13-22, I walked into store to see if they would measure me, so I could sent the Measurements to *******************, **, where I use to live on 4-15-21, because I paid for a Lifetime Servicing program. The issue was my shoe size went from a 91/2 to a 101/2. ***************************** said she would charge me $20.00 to get measured and trade out my old Strengthner Orthotics. I thought they advertised for free fittings, I was having severe foot pain. She sold me 2 pair of running shoes which cause pain to my bone spur and a Maintainer and Relaxer orthotic which cause instant pain. I paid a total of ******* on Care Credit. The business is committed to help with foot pain. The business said they would only refund me for the 2 pairs of running shoes and not the 2 additional orthotics that also cause severe pain. ***************************** kept talking over me so I told her I would go back on 12-16-22 to Talk to a Regional Manager.The only number on the sales receipt is 223471115480245.I want a refund on the Maintainer orthotic, $ ****** and the Relaxer: $449.99, 2 pair of running shoes, ****** at $140.00 each, Total is $1,219.98.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Good Feet Store claims that inserts are "made" to fit an individual's feet and this is not true. After purchase, I went to the restroom and the stockroom door was open.Inside were hundreds of boxes of inserts...they are not "manufactured". What they do is this...they get the basic size of your feet based by the carbon copy and then guess on which insert you need. This is evident by how quickly they give you a different insert if the first one doesn't fit. Since this purchase, my left foot swells and my hip hurts. So much that I have extreme pain and walking is excruciating. According to policy, I cannot return the items for a refund. Their solution is to try another insert. Again, proof that their claim of inserts being "designed" for my feet is false. I called and asked for a refund and was denied. They provided false statements regarding their product which, I believe, is illegal

  

  Business response

  12/05/2022

  To whom it may concern, 

  Customer ******************* visited the ********** store on Nov 2nd and made a purchase. Store policy is always explained at the time of purchase and is on the store receipt as well. It is also explained to our customers that they may need an adjustment if the supports are not providing them the results and benefits their designed to provide. Many times, a slight adjustment can make a huge difference in comfort and results. Offering to resize/exchange is standard policy of Good Feet.  

  We are sorry to hear that ****'s supports have not provided her with the results and benefits she went in to get, and that we are just now hearing about her issues. Although the Good Feet Store has a 90 day resize/exchange, no refund policy, I have approved a refund on her supports only. I will be contacting the store to have them give ******************* a call and arrange for her to return the arch supports for a refund. 

  Please also know, at no time does The Good Feet Store advertise we make custom supports. We offer over 20 different styles and strengths of our prefabricated arch supports that are sized to fit our customer based on their arch length. We personally fit our customers, not custom fit. So, it is true she likely saw an inventory/order that was in the backroom of our own manufactured arch supports. 

  Kind regards, 

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sir or Madam:I spend $2, ****** on arch supports that I cannot use because they make my feet hurt worse.I contacted the store and they said they will not give me a refund.Sincerely,*******************

  

  Business response

  10/18/2022

  *************************** came into the Mission Valley location and made a purchase on Oct 9th. Four days after purchase, **************** was called by his arch support fitter to see how he was doing, a follow up call. She left a message on his voicemail. He later called back requesting a refund. 

  Good Feet has a 30 day No Refunds, 90 Day Free Resizing/Exchanging. this was explained to him at the time of purchase and is stated on his receipt. 

  It is customary and store policy, which we review with each customer that if they are having issues with their supports, a slight adjustment can make a huge difference. This is our offer to ****************. If he is having issues with his recent purchase, we would like to invite him back in for an adjustment. 

  Kind regards, 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was fitted with inserts and new shoes. I have a high arch but the salesman said it should be higher. After following his protocol, I got down in my hips and couldnt walk.I text the main headquarters in Ca. and requested a refund since the treatment made me worse. They replied and said a colleague would be in touch but I havent heard anymore. I would appreciate a refund of $1600 and some odd dollars. Can you please help me?

  

  Business response

  10/05/2022

  We have reached out to ************* and awaiting his response. He request has also been forwarded to the ******* franchise representative requesting they conact him and further asssit him in a resolution. Email below sent to ************* on 10/2/2022

  Hello ****,
  
  Thank you for visiting the Good Feet website and allowing us the opportunity to assist you.
  
  Please accept my apology on behalf of Good Feet. I have searched through my emails and can not find any other email from you. Would you mind letting me know which location it was that you made your purchase from,and the date of your purchase? I am happy to see how I can further assist you.
  
  When you state below that you are requesting a refund on your lifetime plan, are you meaning your purchase of supports? If so, due to medical problems, if needed, are you able to provide anything from your physician stating they dont want you to wear them due to your problems?  
  
  Kind regards,
  *************************-Porretta | Dir.Customer Service & Franchise Training
  Good Feet Worldwide | *********
  5923 *********************** | ********, ** 92008
  o ************* | f **************
  e *********************************** | w goodfeet.com
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/15/22 I went to the Good Feet Store to see what it was all about after having seen numerous commercials on TV. I suffer from feet arthritis but wondered if I could get relief with their product. The salesman seemed knowledgeable but also persuasive. I bought the middle of the road package for $2019.20 hoping for relief. I was told at the time that if after two fittings I still got no relief I would be refunded. I called to schedule with the original salesman and was told he "was no longer with us". I went back today (8/2/22) as I was still dealing with pain and wanted to at least return the sneakers as I had not ever taken them out of the box. I was asked for the receipt and then told that they were not returnable. The smaller print at the bottom of the receipt said no returns. This was not told to me and in fact the opposite was told to me as seen in the sentence above.I feel this outfit is a scam which preys on people who are suffering with foot pain, and I admit I fell for the pitch. However, what I was told in the store that first day and what I was told today (8/2/22) are vastly incongruent. I must admit that I, and most other people I'd be willing to bet, do not read the cash register receipt and accept what they have been told orally.This has been an expensive ****** for me, but I feel I was also not told the "whole truth and nothing but the truth".please note the first uploaded material was a mistake so please disregard

  

  Business response

  09/14/2022

  Customer had scheduled to go back to the ********************** on 8/23/2022. Had note from physician stating she could not wear supports. Refund should have been offered. Checking on status. 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter has had foot pain for the last couple of years. It got to the point where my daughter couldn't walk for more than 15 minutes without pain. I took her to the good feet store for some relief. They told her she has a very high arch and insisted that the inserts they had, that matched her feet exactly, would help. They said she needed a walking pair and one for sports. These did not help at all. I finally got authorization from her insurance to see a podiatrist and he said she had extreme pronation. We showed the doctor the arch supports, and he literally said, "this is crap". This company is fraudulent in their claims to help foot pain. They really don't know what they are doing and taking money from desperate people who are in pain. This business needs to be shut down.

  

  Business response

  06/06/2022

  Hi ******,

   

  Customer was refunded on 5/12/2022.

   

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction was 6-8 weeks ago. Paid approx. $800 for inserts and arch supports. Business committed to providing pain relief, balance and comfort as stated on their website. I have followed directions given to me by the store on how to wear the arch supports-I was given a schedule to follow and I did that. The arch supports just have not worked for me-feet are in pain and i feel some feet discomfort . I did get some follow-up phone calls from the store salesman and I did not complain due to me trying to give the arch supports a chance, I really wanted this to work. Dispute is: arch supports did not work for me, I have not gotten pain relief or comfort. I would like a refund for the arch supports at this point-refund only, I dont want arch supports replaced or adjusted-i am unhappy/dissatisfied with the supports as they did nothing for me.

  

  Business response

  02/23/2022

  Customer and Plano ********************** manager discussed the issue on 2/8/22.
  
  Customer Follow-up calls: 
  
  Purchase made: 12/23/21 JC sold MXMX464, MD7.5,xxlg  tried on RE33. Came in with PF
  1st Follow up call :12/27/21 KD 1/3  customer doing good
  2nd Follow up call: 1/3/22 KD customer doing good
  3rd Follow up call: 1/13/22 TME 2/3  Customer doing good no concerns
  
  ********************** had not head from customer since last follow up call, but received BBB complaint.

  After talking to him, we gave him the option of coming in for a refit, store credit and last resort refund with attached service fees.  He said he understood and wanted to think about it and get back with us.  He still has not gotten back to us on further steps.

  Customer response

  02/23/2022

  No, option for partial refund was not given when I went to the store in person. Sales lady said re-fit or store credit only and said store manager was not available. She said store manager would call me but to this day, I have yet to receive her call. I told sales lady I was there for a refund, she turned me away. 

  

  Business response

  03/07/2022

  On Feb 25th 2022 communication was made with ***************************** by ****** from the Plano Good Feet Store. ***** agreed to partial refund less used cushions and service fee on returned supports. Case resolved. 

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September of 2021 I purchased the good feet product from the *******************, ******** location. I purchased all 3 insole sets for approximately $1400. I was assured by the sales man that these would help me with my stride and eliminate the pain I have in my legs. Every time I entered the store to return the insoles because they did not help, they refused and said that I just needed an adjustment. After 3.5 months and 3 more adjustments and continued pain I tried to return their faulty and defective product. I was told I had to contact their customer support line and they could not process my return in the store. The customer support person told me I need to have the return processed in store. These insoles have not helped and all promises of helping with my pain were proven false. When I spoke with the customer help line they told me that I could only have store credit, but that is useless because there is nothing to spend the money on. They sell a defective and faulty product that does not do anything that they claim and they make it impossible to get your money back.

  

  Business response

  02/23/2022

  Customer issue resolved. Customer was given a ************************* credit Gift Card on 1/15/22

*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. ↩