ComplaintsforGood Feet

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Saturday September 10th I purchased arch supports from the good feet store on 27 white Bridge road. I heard of them from the ads on TV that are suggestive that a proper arched foot can provide relief from back and hip pain. I was fitted for "custom" arch supports. There is nothing custom about them they are just different sizes. The manager did a balance test and a foot print analysis and determined a need for arch supports. It felt wrong but I was in such desperation to be relieved of my back pain. Only after I bought them I was informed that there was no refunds only exchanges and store credit. I am in more pain now after using this product. I would like to get my money back specifically for the arch supports. The refund policy should be explained before the purchase. I would like to see the commercial that featured a female doctor claim that foot alignment issues can lead to back and hip pain discontinued. I would like a better return policy other than no refunds. Please help.

  

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/09/13) */ Mr. ********* came in on Saturday September 10, 2022 and purchased our Good Feet system of arch supports. We do a foot print to use for sizing and then a balance test to make sure they are sized correctly. He was amazed by the balance test. He also said his back felt better while walking in the arch supports. His wife said that maybe she needed to get some. I thoroughly explained the supports and had to reiterate that he could not wear the main support all day. I believe he wore the supports too long. Before I got him to the register I explained that we do not refund money because it's a personal care item and I told him we would work with him as they change his feet or if nothing feels right. We have over 25 different styles of supports and over 350 different sizes. He understood. He then called Monday September 12, 2022 and said they were not helping. I asked him if he had over worn them which is common for them hurting after they felt good in the store. He replied no hesitantly. He kept saying he wanted his money back. Which I believe is buyer's remorse. I told him over and over to come back in and we would go softer or they could have changed his feet in that little amount of time. With our system there can be discomfort if worn too long or at the beginning of wearing the supports because they are changing the structure of the foot and the alignment of the rest of the body. Our policy is to work with them because we don't refund money. If we've exhausted all our efforts and nothing works we do an in store credit. Also, while at the register I repeated no refunds and we will work with you. He signed the receipt and when called he knew we didn't do refunds because he said he knew we didn't and he had signed the receipt. I have a copy of the receipt that he signed and he signed his copy as well. I offered to make it right per our policy and he knew and understood our policy completely. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wore them as instructed for a day. I was never notified no refunds until after the swipe. This practice is plain wrong. I came in for a fitting to get relief from pain, not to reshape my foot. I never said my back felt better while in the store. I was not amazed by the carnival trick of a balance test. She identified the need to change the structure of my foot. Thats making a medical decision for me without any kind of license. Business Response /* (4000, 9, 2022/09/14) */ I went back and watched the interaction on camera. He looked at his wife and said "wow" when I did the balance test. After the price was given I said, "we do not do refunds but we will work with you we can go firmer or less aggressive." His wife was searching for the credit card and when she pulled it out he grabbed and said, "let's do it." I got up got the product. While at the register he was informed again that we do not refund money and asked if he could take it off his taxes. There was no medical decisions made. I told him the supports would change his feet and get him to a more ideal foot shape. That is the goal of the supports and when the foot is in proper alignment that helps the ankles, knees, hips and back. I have offered to go softer or firmer or check to see if his feet have already changed. That's the store policy. It's a personal care item that is why we tell our customers before we get them to the register we don't refund money but we will work with and we tell them at the register so it is repeated 2 times and sometimes 3.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I visited the Franklin Good Feet store on 2/XX XXXX. After being in pain for several years I was desperately trying to get help with my problem. The salesperson was very nice, and very helpful. After taking an ink impression of both feet he determined that I needed their "3 step system " . I was under the impression that the whole system was 459.00.. so I was surprised when I heard the total.. turns out that each pair was 459.00.. but I didn't say anything because I thought maybe I misunderstood.. and if this helped my feet and body not hurt then it was worth it.. I brought them home and followed the directions to a tee! By day 4/5 I was in excruciating pain, I couldn't even walk unassisted to the bathroom, which is a whole 8 steps away from my bed! So I stopped using them.. and gradually got a little better. Well after I got better I thought, maybe I should try them again and just "power through"! Wrong decision! I was right back in excruciating pain! So after finding out that my insurance covered podiatry I made an appointment.. the doctor took X-rays of my feet, suggested an insert that cost 120.00. I bought them and haven't had hardly any feet pain since! I was definitely NOT AWARE that there was no refunds on the useless insoles I had just paid 1200.00 for until after I retrieved my receipt from the box and read the fine print! All I was told was that these had a "lifetime warranty " which made me feel good. I'm a small business owner, I don't have an extra 1200.00 to just throw away on something I can't use! I want a refund! Oh and the guy that helped me was new.. he'd only been there for 3 weeks and wasn't familiar with the register.. perhaps he forgot to mention their "policy" all they did was make my problem worse! I also bought a pair of shoes which I am extremely happy with, I just want a refund for the insoles that I can't use..I don't want to exchange them for something else,I'm happy with what my doctor suggested and I'm not gonna ruin a good thing.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/21) */ We are very sorry to hear that our system did not work for you and that you were not properly informed about our policy. We will be happy to give you your money back. Consumer Response /* (2000, 7, 2022/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is really great news! Please let me know what I need to do to be able to receive a refund. I have all of the product in the original box, with the original receipt. Except for the shoes and the thin regular insoles which I will keep because I can use those.

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