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:07/13/2024

  Type:Product 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.

  The purchase receipt misleadingly gives the impression that that only footwear and cushion purchases are nonrefundable. For this reason, I kept the footwear that I bought as part of this package, as well as the one pair of insole cushions that I used when I tried the arch supports on in their store.When I returned, unused, their outrageously priced arch supports, socks and cushions just two days after buying them, I was informed that the best they could do was to offer a store credit! In addition, every single item that I returned was credited back to me at a lower price than I paid. They also did not give me any return credit for two of the pairs of socks that I brought back. I didn't even realize that until I got home and reviewed the receipt. In total, the store credit they provided me for the items that I returned was $69.54 less than what I paid for these same items. I would like a refund back to my credit card for the full amount that I paid for the items that were returned. I will happily return the store credit voucher that they gave me.

  

  Business Response

  Date: 07/19/2024

  Customer was refunded 7/13/2024 - Resolved - Closed

  Customer Answer

  Date: 07/22/2024

  
  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

  Date:05/21/2024

  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.

  Entered by BBB staff DC. Consumer states on April 2, 2024 she went to the store for orthotics for pain in her feet. They spoke to her about the products available and they assured her she could get into the appropriate orthotics. She was charged $1618.92 and she felt it was a high pressured situation. She tried contacting them and went to the store and the same situation occurred. She was given a second set of orthotics which didn't work. She was not offered any return or store credit.

  Customer Answer

  Date: 05/21/2024

  The GoodFeet store. Per your request I sent you the addresse as follows: ***************************************. Phone # ************* 

  

  Business Response

  Date: 07/23/2024

  Customer was refunded 6/25/2024 Resolved/Closed

• Initial Complaint

  Date:05/10/2024

  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 The Good Feet Store on May 5, 2024 @1656 to find some relief from heel pain I've been experiencing. I purchased their "system package" because the insoles are not sold separately so therefore needed to purchase as a package. This included a total of four insoles, support sleeves, arch activators and a few velcro's for a total of $2,045.58. The first day I wore the insole as instructed for 30 minutes, day two I increased my time in them by 30 mins (as instructed) by the evening of the second day I couldn't bear any weight on my left ankle and had serve pain in my right foot. On the third day I woke up to an inflamed ankle and couldn't walk. This product resulted in more pain than what I came in with. Friday May 3, 2024 I went to the ************ I now have an appointment with a podiatrist next week. The same day I returned to the Good Feet Store, I expressed my concern/ new onset of pain to the store manger who refitted me into a lower arch insole termed "training wheels" to wear anytime, all day while I recover from my ankle injury. It is exactly 7 days (5/10/24) later and I am still unable to bear weight on my left ankle/foot. I returned to the store (5/10/24) the store manger was not available so another team member assisted me. I requested a refund, and the associate insisted I be refitted again. I'm fearful to experience any more pain than I'm already in. I expressed my need for only wanting a refund issued and was denied, but store credit in the amount of $2,045.58. I've had to call out of work for two weekends now due to this issue, urgent care bill and upcoming appointments regarding my ankle, on top of the $2,045.58 charge. In addition the store manager who assisted me neglected to inform me that all sales are final. I am in worst shape than what I went in with. Zero stars.

  Customer Answer

  Date: 05/14/2024

  ***************
  Unit 127
  ****************
  *************

  

  Business Response

  Date: 05/23/2024

  Customer has been reached out to and is waiting to hear what her PT instructs her of. The store is waiting until then for any necessary steps to help resolve.  

• Initial Complaint

  Date:05/10/2024

  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.

  Went to the store and done the process of the fitting they told me to try them out cause it would take time to get used to wearing them gave me a schedule on when to wear and for how long each day in which I followed. Also told me they would reach out to me in a few day to follow up over a month later I still havent received a call or anything After the 1st week of wearing my feet was worse I called the corporate office and was told to deal with the store in which I purchased from, but they was going to get in touch with the manager of this location and ask them to reach out to me still nothing after paying this kind of money and my feet are worse now then before I am very frustrated with this company and their customer service very poor products

  Customer Answer

  Date: 05/14/2024

  The Good feet store in ********* **************;

  

  Business Response

  Date: 07/23/2024

  Customer refunded 6/13/2024 Resolved /Closed

• Initial Complaint

  Date:04/22/2024

  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 was told that I had ************************************************************************************************************************************************************************************* any issues before. My orthopedist says nit good idea to use since should not wear my other inserts with these orthotics at the same time like the salesperson said would be no problem as if he had a license as a health practitioner

  Customer Answer

  Date: 04/23/2024

  Good feet store 

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

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

  suite 603

  san Diego *********

  

  Business Response

  Date: 05/02/2024

  Customer had discussion with ********************** he made purchase from. Based on the information; Good Feet carries a No Refund policy, stated on sales receipt and explained at the time of purchase however the store offered to accept back items not worn, and would receive a refund for $1029. However customer refused to offer. Said he wanted full refund.

  The offer of refunding non used/worn product for $1029. still stands through end of May 2024

  Customer Answer

  Date: 05/15/2024

  Somehow my response got lost as I accepted the offer on your portal on Friday May 3 since that was the same offer ***** offered originally in store and I called and left message with her. I did but receive call back by the 8th and had been 5 days at that point and the manager ***** said she never told me that in store and knew nothing about any of this. Im waiting for a call back today after she researches the situation she stated. Thank you for BBB reply and help as this business continues to verbally seem dishonest.

  

  Business Response

  Date: 05/15/2024

  Our policy and offer stands as is however if Mr **** is able to provide documentation from his physician stating his claim his physician is telling him not to wear, this would be helpful. 

  Good Feet is a retail arch support store. We are not medical, nor do we state we are. We educated our customers on what our supports are designed to provide. We then size our customers up for the fitting of our prefabricated supports. 

  Our customers are under no obligation to make a purchase, and sign/initial the receipt stating the store policy. 

  Customer Answer

  Date: 05/15/2024

  Im not going back out to ******** again and jumping through more hoops. I believe I have permanent knee damage as its been aninth and still in pain and have never experienced or complained about previous knee pain to my orthopedist who recommended I not wear the inserts anymore. If they dont wish to follow through then I will continue the credit card dispute and warn others through yelp and ****** reviews that was lied to on multiple occasions throughout this process. Thank you 

• Initial Complaint

  Date:02/06/2024

  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 purchased the support shoe insole system on 1/23/23 with the promise from the sale man that this system will correct my back pain because it was coming from my incorrect in soles. After wearing the insoles and giving the system a try for 6 months my back pain has gotten worse. I have been seeing a chiropractor and I have a herniated disc. so the insoles were a expensive sales gimmick and didn't work on me. I have called the store and was advised they cannot take my insoles back once they are worn. I am stuck with something that does not work that cost me $1600.00

  

  Business Response

  Date: 07/26/2024

  As of July 23rd, the store has reached out to ********************* a couple of time to offer him a refund however he has not yet responded back to the store. 

• Initial Complaint

  Date:12/03/2023

  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.

  On 11-18-23 we visited The Good Feet Store in ******* while visiting daughter. She told us a new Good Feet Store opened up near them. My dr recommended getting a new pair of sneakers due to pain in my knee, shin and hip. My husband needed a new pair also and thought this was a good idea. He has an arthritis pain in right foot. we went there and were quickly put into larger shoes than what we were used to with new inserts and arches. They felt reasonably good so we thought this might work. We were presented with a family system plan totaling over $4000 (1$4006,51) *****, our sales person explained quickly we could go on a payment plan that carried no interest with a third party. (We were never told that there were no returns and that all sales were final.) They had no shoes my size and would have to special order them for me. I would get them in **** days in the mail. Because my husband wanted to do the system together we decided to wait for my shoes to be shipped before we both got started. After we got home, my leg problems got worse.The Xrays revealed the problem lies not with having incorrect arches in my shoes but it is a back issue that will require treatment, exercise program, etc. We reached out to the Good Feet store in *****, ** (near **) on ***** to tell her we wanted to return the arches and shoes (both are still in initial packaging and have not been used). They explained they do not do returns or refunds. It is stated at bottom of receipt. Nowhere in the store did it state this. Not by register/near it. We were never told this when we made the purchase. She told us to contact the store that we made the purchase in. When we reached out to *****,(*******************) she told ** in no uncertain terms that she does not do returns or refunds. It is on the receipt. The fact that the doctor had found out the issue and that we had never used the product did not matter. NO RETURNS. FINAL. address for store: **************************************************************** ************

  

  Business Response

  Date: 12/15/2023

  The ****** location has made several attempts via phone calls to invite ***** in for a refund. Last message left was on 12/14/2023. Refund approved by *****************************

• Initial Complaint

  Date:11/03/2023

  Type:Product 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.

  8/17/2023 purchased arch supports was told this would improve my foot and leg pain it only caused more pain after following the instructions for 7 weeks I could no longer endure the pain the supports were causing I could not do my current days work wearing the arch supports. once I discontinued the use of the arch supports my pain went away. I was told I could not get a refund or return these items because they were considered medical devices. I do not believe anyone working in the store has a medical degree to prescribe what is needed to be considered a medical device.

  

  Business Response

  Date: 07/22/2024

  *************************.was contacted on Nov 7th and offered refund.

  
  

  Customer Answer

  Date: 07/22/2024

  
  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 have received a refiund from the business for the product.  I consider this  complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/01/2023

  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.

  Date of transaction – 10.29.23
  
  The amount paid to business - $********.
  
  What was committed to provide you – The sales staff stated that these arch supports would work in all of my shoes. He gave me a shoe size that was too big and told me I was wearing the wrong size, I wear a 5 and he gave me a 5.5. They didn’t have the product in my shoe size which is why I think they sold me a size too big.
  
  What the nature of the dispute is – These arches do not fit into any of shoes because they are meant for a women’s shoe size 5.5 and I wear a women’s shoe size 5. The arches only work in the shoes the sales staff sold me and those shoes are too big for me.
  
  Whether or not the business has tried to resolve the problem – No

  

  Business Response

  Date: 11/09/2023

  The ******* ****** location where purchase was made had reached out to **** between the week of Oct 30 - Nov 3rd. **** mentioned her unhappiness and seemed confused about how the supports, shoe and cushions were measured and size. *****, her consultant tried to explain how it worked but she continued to cut me
  off with no direction. **** and the associate game to an agreement that they'd make an
  appointment to get her the size supports and information she needed, but she
  didn’t know when she’d be able to come in. She then said she’d call back with a
  date she’d be able to come into the store.

  Since this conversation, the store associate has reached back out leaving messages on Nov 6th and on Nov 8th and is awaiting a return call from Sara to assist her n a resolution. 

  

  Business Response

  Date: 12/11/2023

  The store as well as myself have made attempts calling Sara requesting she contact us so we could assist her in a resolution however she has not called back or responded to our calls. Please have her contact the store: ************ asking for Patrina the manager or she can contact Customer Care, ***** ******** at ************ ex ****.

  Customer Answer

  Date: 12/12/2023

  I have not received any calls from them, at least according to my call logs.  I will attempt to contact the 800 number provided.

• Initial Complaint

  Date:10/28/2023

  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.

  June 1st 2023 I walked into the Good Feet store and was greeted by *********************** on duty. We discussed why I was seeking to buy the product his store represented and I went about describing my issues with the pain I was experiencing due to constant standing on my job. ***** was compassionate and understanding and he proceeded to explain what the Good Feet arch support system would do to resolve my issues. After an extensive presentation and a trial of the product I was convinced of how the product would correct my pain issues. After (3) weeks I was asked to return to the store following an email the company sent me regarding my satisfaction. My response was not satisfactory, therefor I received a phone call from ***** requesting I return for further consultation, I agreed, and ***** again went over some details I had misunderstood. The arch support system is designed to be worn in a specific patter, in my case this is unacceptable due to my employment situation. Since than one of my co-workers has purchased the same product and much to his dissatisfaction is having the same issues as I. Hence I have decided to write this complaint in order to establish a degree of dissatisfaction simply because I believe Good Feet store must be held accountable for the product they sell and the misinformation they project in their advertising. The Good Feet product is over priced when compared to other arch supports in the market place. I am currently using another product of a much lessor price grouping and my experience isn't any different then the one I paid the Good Feet store such an extremely over priced amount. I believe I to must be responsible for my actions and in this complaint all I am seeking is for a compromise in regards to the pricing of their arch supports seeing as how they have not been satisfactory in solving any of my pain issues. The Company is not in the practice of podiatry and have no business in pretending to do so...

  

  Business Response

  Date: 07/22/2024

  Please accept my apology for the delayed respond. It was my understanding this BBB was responded to. 

  ******************* purchase was made back in June 2023. He has come in for one refit and did not make any mention of anything other than needing an adjustment, and that we are a retail store. WE do not advertise as a medical facility, nor do we have physician on staff. We are strictly a retail environment that sell prefabricated arch supports personally fit to each individual.

  Although a refund is not possible, we invite *************** back into the store for an additional adjustment or exchange. 

   

   

  Customer Answer

  Date: 07/25/2024

  My response to the Good Feet Store claim of I have not returned for a refit is due to a co-worker who also purchased the Good Feet store product based on my recommendation. After listing to my co-workers experiences which I will describe as the stall and run-around to avoid having to refund or make a reasonably attempt at satisfying the customer. 

  The result of continued pain and having to watch their phoney commercials describing instant results was enough to totally discuss any attempt to go back for a refit. The arch support is a genetically one size fits all they pretend to make adjustments and have you make continuous return trips back to the store for refits until one gets totally discussed which in turn leads to frustration and then the customer just gives up and ********************** neglects to solve any of the dissatisfied customers complaints.

  The most upsetting is to watch their TV commercials in order to understand the complete disappointment in their product. The commercial creates a uforea of heavenly bliss from walking around the store making at the most to revolutions and expressing how great those arch supports make you feel. Totally misleading, standing in one place for any extended time will not be resolved by any such devices as an arch support...

  

  Business Response

  Date: 07/26/2024

  ***'s purchase was made June of 2023. Our store associate has spoken with him 3 times, and each time he has never made the assumption he was dissatisfied. He was schedule to come in our ********** location back in Sept, and then again in April of this year. We offer to make adjustments, which in his response he believes all supports are the size size, one size fits all. This is not true. Good Feet offers over 20 different sizes and strengths of supports all sized according to the arch length, and if our customers have issues with their supports, we check to see if they need to be adjusted in either size, strength or style, and this is a  free service we provide our customers.

  ********************** still offers *** to come in for a free adjustment, however a refund is being denied. 

  Customer Answer

  Date: 07/26/2024

  I reject their offer to come in for a refit, it is a blaten round around a stall tactic. The product doesn't work for the condition I expressed to their salesperson, who by the way was highly trained to convince you there product would make your condition go away. I never walked into their establishment think I was walking into a physician's office.          I believed in there advertising scheme and bought their product based on being sold the dream. They should at least consider my word vs their incompetence to have their product easy my pain. Instead it caused more pain and discomfort !!!  After all I could continue to post negative advertising on social media and "yelp" the word of mouth is sharper than any double edged sword...