ComplaintsforThe Good Feet Store

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'd like to return the products I purchased for a refund. The Good Feet Store assured me the products they sold me would help me and that I should ignore the pain I felt. I double checked with my doctor who said that the product I purchased may not be helping me. As a result of my doctor's advice, I reached out to Good Feet to return their products for a refund. I reached out to Good Feet twice, once on March 13 and once on March 23. While I received an automated reply that Good Feet would contact me soon on March 13, I have not heard back from them.

  

  Business response

  04/19/2024

  I have pulled the customers file. There have been no phone calls or messages recorded on store phone or customer file. We take the fact that our Arch Supports are designed to provide maximum results if worn correctly and consistency. We offer adjustments, realignments, and refits at no addiotional charge and as often and as little as needed. The customer has not reached out to us to do so.

  We do not do refunds as they are personal items, the customer is told this, made aware of it, and also intitals and signs documents stating this.

  I will personally as the Manager call this customer to make an appointment for any type of adjustments that may be necessary.

  Thank you,

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

  Regional Manager

  ###-###-####

  Customer response

  04/19/2024

  I was misled by this store and sold a defective product my doctor advised me I do not need. I want to return the product, which is not custom to my feet, for a refund.
  
  Regards,
  
  **** *****

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Problem they not work for me and sent emails to the good feet store in Polaris in Columbus ohio no reply plus when walking on pad it was only off and on it should be more plus I did what the instruction said but they still not working so I took them out and feet t better need input

  

  Business response

  10/06/2023

  We have reached out to Mr. ****** on several occasions in response to his emails and concerns. Mr. ****** even made an online appointment for Monday 9/11/2023 at 10:00am  to come in for an adjustment and then he didn't show up for this appointment . I called after his no show and left him messages to call back at his convenience to reschedule his adjustment and his refitting. Mr. ****** did call back and made an appointment for his adjustment and refit with the Manager **** ******** for 10/10/2023 at 11:30 am. We stand behind our product and the Customers satisfaction. He is aware of the No Refund policy which he signed on 11/9/2022, as to the fact that we do adjustments and alignments for our customers if and when needed at no charge . We look forward to seeing Mr, ****** when he comes in for his appointment on Tuesday 10/10/2023 for his adjustment 

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

  Manager 

  ###-###-####

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was quickly fitted due to time constraints. I was told that the arches may not work for me and to come back within two weeks if I hurt or had discomfort. On the other hand, I was told discomfort was typical and normal as my arch was moving with the inserts. I waited and felt discomfort but chalked it up to that’s what the supports are supposed to do. Later I’m in more pain. I ended up in urgent care in pain and difficulty walking and difficulty at the time with bending my knee I was informed at urgent care that the orthodontics were more than likely too high. I would like my money back please. I attempted to reach out to customer service on their website and told them that “I am available at 9ish and noon ish at times. Please feel free to leave a voicemail. I look forward to talking to you”. I have not heard anything back from them to date.

  

  Business response

  10/03/2022

  I reached out to customer via phone and did not reach customer, I left a detailed voice mail. We want to reach a satisfactory resolution whether it be an adjustment or a refund.

  Thank you,

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

  Regional Manager

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

  Customer response

  10/06/2022

  ********************
  
  I am rejecting this response because: 
  
  We ( the company and I) are still in the process of working out the details. They called and were very nice. I am waiting to hear back if they are able to provide a refund

  Regards,
  
  ***** *********

  

  Business response

  10/25/2022

  We have contacted the customer regarding her purchase, she has not given us the opportunity to do any type of refit , realignment, or adjustment which we do for all of our customers. She has expressed buyers remorse vs. understanding that with time , patience, and possibly an adjustment she can receive the correction, comfort, balance and support that she came to us initially seeking. We always offer this service and it is graciously extended to her. We do have a No Refund Policy which she was aware of and she did initial and sign her awareness and acceptance. We would like nothing more than to give us and her the opportunity to be refit and adjusted as we state in our Policy as we stand behind the Customer's satisfaction with her purchase.

   

  Thank you,

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

  Regional Manager 

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

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First visit Nov. 3 at Grove City store where I bought arch supports. Followed all directions over the 3-week period. Feet were worse. Decided to return product. Saw on back of receipt that company has a no-return policy. The back of receipt had the policy along with a place to provide initials and signature suggesting that this policy was supposed to be explained to me upon purchase. It was not. The first I learned about it was when I got items together to return to store. Problem is that the policy isn't revealed until AFTER the purchase which makes it moot. The policy is NOT on display in the store the way it is at most businesses. I wrote to the company and got immediate responses. After a couple of weeks of back and forth, I scheduled an appointment to meet with **** at the Westerville store for December 20. During this meeting, she told me that the store owner wanted a chance to remedy the arch support issue first before providing a refund. She said that if the new supports didn't work, she would refund my money. I agreed to this remedy. The first supports were returned. I received a return receipt for the exchange. Throughout this meeting, **** told me that they would provide a refund if the new supports didn't work. I used the new supports for the same length of time as the first attempt to be fair, My feet still hurt. I called on Feb. 14 to schedule an appointment with ****. She wasn't in. I left a message and was promised a return call on Feb. 15. I got no call. I called again on Feb. 16 and spoke to **** who said she had been out sick and hadn't caught up on her return calls. I told her I wanted a refund. She told me she had to contact the owner and would get back to me. I have operated in good faith during all my contacts. The company has not. Had I known the no-return policy, I would not have purchased the product. I spent $1032 for prefab products that should be easily returnable since they are easily exchangeable.

  

  Business response

  02/18/2022

  Re: Customer Complaint. I (****) did in fact speak with the Customer on Wednesday 2/16 and did apologize for not being available to return my calls immediately as I had been out with an illness. We are here to definitely resolve her issues, All refunds are ran through the Owner for approval and then we proceed. So I am concerned that she may not have understood or aware that I was validating her concerns and will of course get back with her in a very timely manner regarding her Refund.

   

  Thank You,

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

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

  ###-###-####

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 7th of 2021, i purchased arch supports for my feet in Grove City, Ohio. I had purchased them for my job thinking they would help alleviate some of my pain while walking at work. I was a mail carrier averaging over 20 miles walking per day.When i was making the purchase, I had asked their representative, ****, if I was able to return them for insurance purposes. **** had said that i had 60 days to return them but could not confirm whether or not he could refund and pay with an HSA card because I knew my insurance was changing at the beginning of 2022. Upon wearing them after the first day of work I began to feel more pain than usual. After wearing them for a few more days the pain grew to the point were I could not wear them. I tried to return them February 2nd 2022, to which I was told and shown on the back of my receipt that the good feet store does not accept returns. When I attempted to talk to (who I assume was) the manager on 2/2, she had told me no that only adjustments are done within that time frame. After I left I read the back of the receipt to which it says they could have offered me store credit. They did not even do that for me. Of note, the back of the receipt there is a place to initial and sign the understanding that there are no refunds, and there are no signatures from either me or the sales rep. Although I do not know what I would do with fourteen hundred dollars of store credit of which could only be socks.

  

  Business response

  02/11/2022

  Re: ******* ****** BBB Complaint. When customer returned to our Grove City Store Location on 2/2/22 he asked for a refund due to quitting his job. He advise us that he had not been wearing the Arch Supports due to difficulty of breaking them in , the Manager them covered the break in period and guidelines to getting your foot and body used to wearing an Arch Support. He was advised that we do offer adjustments and realignments as we stand behind him receiving the comfort, balance, and support and maximum results from his purchase. He was made aware of the No Refund Policy during his fitting and then at the time of his purchase. He did sign and initial that he was aware of this policy. It takes patience, time, and his commitment to allowing his body to adjust to his personalized Arch Supports. 

  I have called and left messages at both numbers provided to invite him back to the store to have an adjustment and to cover any and all of his concerns.

  Thank you,

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

  Regional Manager 

  ###-###-####

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