ComplaintsforThe Good Feet Store

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction- 9/28/2024 I went to the Good Feet Store in hopes for help with right foot pain caused by Planter Fasciitis. I was assured that their products would be the answer. ****** ***** was the sales person who assisted me at the ******************** store. I have been experiencing discomfort for several months and was hopeful his claims were true. I was told that the products were non refundable but was desperate for help and believed his sales pitch. I wore the 3 step system as instructed and after a short time started experiencing more pain than I had before the purchase and then experienced shooting pains in my feet and legs at night while trying to sleep. After 2 nights of lost sleep I was barley able to walk, I disconnected use and contacted the store on 10/1/24 I asked to speak to the manager and was told he would not be in until Thursday (10/3/2024). I explained the issues and requested a refund and was told that their was no refunds and reminded about the was also told the manager would tell me the same thing. I was told to come in to try other products. I told her I could barely walk and would not put my foot through more pain. I asked for her to have the manager call me on Thursday and she said she would give him the message. I did not receive a call back. I am a senior citizen and feel I was swindled and really cant afford to lose that money on products I cant use. I did ask at the day of purchase if there was a less expensive products or if we could deduct some of the items in the bundle he was pushing and I was told no that I needed the whole system for it to work. I found extra charges on my receipt also. Salesperson was a very misleading about the system and they did not work as described. I have had to call my doctor for pain medication to help with the pain caused by the products. I feel he took advantage by hyping and being deceptive on how the system would help me but they have caused me additional and new pain

  Business response

  10/12/2024

  Good afternoon, 

  We have just received this BBB complaint today (10/12/2024), after reviewing the initial complaint(s) provided by the customer, there are definitely things that we can touch base on with what occurred in store on 9/28/2024 with our interaction and consultation with *****. Referring to the complaint at hand, all of our products are non-refundable, which is always explained to the customer in **********************, acknowledged thoroughly with a signature on our signed warranty that we go over with the customer in ********************** (before even making the purchase at the register). In terms of any pain that may be experienced during initial wear, it is also explained to the customer in ********************** that we have up to a 90-Day initial break in period with our supports, the purchase was made on 9/28/2024, which was two weeks as of today 10/12/2024, therefore if she is experiencing any discomforts, we have made it very known to her that we offer a 90-day "refit and resize" period where ***** can come back to our location, be seen by an Arch Support Specialist, and any questions can be answered, supports can be swapped out for her accordingly if need be as well. It was explained that we have over 300 materials out back in store, and if she is experiencing any pains then we would address those in store, with us. As far as being mis-led in any direction to purchase or anything of that matter, we have audio and camera footage of all interactions in store if need be, we have signed documents acknowledging our no-refund policy, we have clear and in large print on the bottom of ALL of our receipts the words "NO REFUND" as well printed bold, which was cut off in Robin's original attachments, the receipt also explains our refit/resize periods and customer satisfaction guarantee policy. There is no pressure in our location when purchasing and we take pride in the fact that we run a legitimate business, we do not leave out any information, nor do we ever mis-lead a purchase. Any added charges that were also being brought up, I can certainly go over as well, the Essential Bundle that we offer comes with our 3 Step System (Strengthener, Maintainer, and our Relaxer), 4x pairs of our cushions, 4x pairs of arch activators, and a pair of ****** shoes), all of which was purchased by *****. The "added charges" per the receipt, are the difference of her wanting a shoe specifically that was $159.95 and not $140.00, which is the typical price in store for a pair of ******, that is a $20.00 difference from what was originally quoted in store, and then she wanted "Caterpy Lock Laces" to make her shoes slip-ons, which are $13.95. There were no hidden charges, nor was anything twisted or manipulated. We never guarantee anybody relief and we certainly do not claim to be 100% effective, ever, to anybody. In terms of wearing them incorrectly, this can also be a plausible issue to any foot pain being experienced, any over-wearing or not wearing and utilizing them correctly could cause discomfort, we definitely would suggest ***** to take advantage of our 90-Day refit/resize policy and we can figure things out further and see if we can get her flexier materials, less aggressive supports, etc. but we do not offer refunds in any capacity, per company policy and also per our receipt and signed formal and written copy of our contract that ***** signed on 9/28/2024. There was no hyping up or deceptive practice, more so a store of individuals whom stand behind the product and services that we sell, understanding that it may not work for everybody, but also understanding that if you decide to make the purchase, it was out of your own free will to do so, and the resources and tools being offered, such as refit and resizing, answering questions, should also be taken advantage of. Wearing the product longer than 2 weeks is also crucial to experiencing any relief, but shall any discomfort(s) occur, we can have ***** come in, sit down, and we will make sure to take the time to try different materials with her in store. We encourage any questions ***** *** have in the future, to simply reach out, schedule an appt or walk in, and will do our best to relieve any pains that are being felt or described.

   

  Best Regards, 

  ****** ***** Jeglinski 

  Good Feet Store Manager -- ******, **

  10/12/2024

  Customer response

  10/15/2024

   
  Complaint: 22377474
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I understand that I am asking Good Feet Store to make an exception to their no return policy.  I do not dispute that I signed the documents, my problem is that their products caused more than a little discomfort as described at the time of purchase.  I experienced excruciating pain while wearing the inserts and shooting pains in my legs including the foot and leg I had no issue with. I used all of the products as instructed
  I lost 2 nights sleep, could barely walk and needed to call my PCP for pain medication.  I had to discontinue using the products and use a cane to hobble around for a week after which prevented me from continuing with the trail period. My podiatrist has prescribed physical therapy which I have started, I cannot chance trying more products that could cause me further setbacks.
  As for the hidden charges, I am referring to you saying that the sneakers would work out to be around $60.00 because of the discounts with the bundle. I was charged much more; I have no idea what the ******** GTS charge is for $159.95.  I am not disputing the lock laces charge.    You are correct, I should have checked my receipt before leaving the store ******* learned).   
  The items purchased are like new, and I would like to return them for a refund.  I understand that I would need to pay for the padded arch activators that were opened and used but the rest of the product are like new.  I am very disappointed in your response since I did call to speak to you and left a message with the person I spoke to asking for you to call me to discuss the issues I was having and you never cared enough about my satisfaction to call me back.  I felt I had no choice but to file a complaint with the Better Business Bureau since the products did not work as expected/promoted and I am unable to use them.   
  10/15/2024
  Sincerely,
  
  ***** *****

  Business response

  10/23/2024

  Case Number: ********-341E8
  
  To Whom It May Concern,
  
  
  We would like to respond back to dispute case #********-341E8
  The customer ***** ***** purchased 3 arch supports with 4 cushions, 4 arch activators, a pair of locklaces, and a pair of shoes. The supports are a lifetime purchase with unlimited replacements in store.
  
  Despite our store policy of no refunds on arch supports, which the customers did sign off on, the customer was not happy with their purchase. Included you will see both our warranty pages on which the guests signed off on, as well as the original receipt and the refund receipt.
  
  We have already gone above and beyond our store policy and procedure in trying to reach the guest for a resolution, but they have not reciprocated.  We are asking for the complaint to be resolved in our favor and for the BBB complaint to be dismissed. 

  Customer response

  10/25/2024

   
  Complaint: 22377474
  
  I do not accept the business's response as a resolution to my complaint because:

   In response to The Good Feet Stores message on 10/24/24.   I received a phone message on 10/23 at 1:17pm from the District Manager (the only call from the company during this complaint.)  I could not return the call immediately because of other commitments.   I did return the call and left a message the next morning on 10/24 at 11:04 am.  My call has not yet been returned.

  I was dismayed to see the message left with BBB saying they have gone above and beyond in trying to reach me and that I have not reciprocated.  They left that response in less than 24 hours of leaving me the phone message (at 8:54 am on 10/24).

   Again, I am not disputing the no return policy, nor the fact that I signed the documents.  My complaint is that I had a severe painful reaction to their products, needed pain medication to assist in calming the pain down, needed to use a cane for a week after using their products and am now in physical therapy 2Xs a week for the issues that their products exacerbated.

  Even before filing this complaint, I had tried to resolve this with the store manager who never returned my call.  I feel I have suffered from the use of their products and am frustrated by their less than forthright response to my complaint.

  As stated, I am not able to use any of their products including those purchased,I do not agree to the dismissal of my complaint and am asking for an exception to their policy and a full refund of my purchases.

  
  Sincerely,
  ***** *****  
  

   

  
  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased what I was told were custom inserts from the Good feet store in ********* in December 2023. I was given a sales pitch about how the inserts were guaranteed to eliminate my foot pain and keep me from having to get surgery . Not only are these inserts not custom but they made my foot pain and condition worse . They have a no return or as the salesman said guarantee I was charged $1700 for their magical inserts . This is a scam and they are taking advantage of people giving you a guarantee without a guarantee of return .

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