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:02/22/2023

  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.

  My complaint is attached. It is more than 2k characters

  Business Response

  Date: 03/01/2023

  
  February 27, 2023
  
  
  
  Response to complaint by *****************************, # ********
  
  
  
  To Whom It May ****************** December 14, 2022, ***************************** presented with chronic foot pain due to RA, a bunionectomy performed a year earlier as well as bilateral Metatarsalgia. I recommended a pair of custom orthotics and a pair of extra depth shoes to accommodate the orthotics. Both items were dispensed on January 9th. 
  
  Later in January the customer called to schedule a follow-up appointment stating that she felt no difference and that she needed more padding.  During this call, the patient expressed to my secretary that she was inclined to just get a refund. On January 25th I increased the metatarsal support and I explained that this is a process of trial and error.Orthotics are not an exact science and some foot problems could have very different solutions. She has had these foot problems for years and years and has been under the care of a podiatrist but yet I was expected to solve her problems overnight. 
  
  During a follow up appointment on January 31, all the customer would say was that there was no difference.There had to be some difference, good or bad but you cant change a persons alignment, support their arch when they had no arch support previously and add an aggressive metatarsal pad without there being some change. Her feedback was not at all helpful but I stated to her that I was willing to work with her for as long as needed.
  
  On February 20th, ***************** returned to the office and immediately was rude and belligerent. We discussed the changes recommended by her Podiatrist and I offered to fabricate a new pair of orthotics to those exact specifications. All during this appointment the customer was behaving aggressively, insulting my capabilities and my business. Even as I was taking a new mold of her feet, she continued to be insulting. At that point, I had finally had enough and I stated that I was done working with her and that I would issue her a refund.
  
  As posted in our reception area all refunds are made by check in 7 business days. ****************** demanded a refund on the spot insisting that she was not leaving until she got her refund and that she didnt care what our refund policy was. Again, she was being aggressive and disruptive. Several times I instructed her to leave to the point that my secretary wanted to call the police. She eventually left the office.  My refusal to issue a refund on the spot had nothing to do with her bringing something else to wear home.
  
  Just reading her complaint and the barrage of insults and nefarious accusations is an accurate representation of the character of this customer and what I have had to deal with. I have 35 years experience, working with some of the best shoe clinics and wound clinics in the state. I have no interest in cooperating with this customer and giving in to her demands.
  
  Regards
  *************************
  C. Ped

  Customer Answer

  Date: 03/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  

  ****************** thank you for confirming that you agreed to issue a refund and your policy is to issue a check within 7 business days.  I will ship the product back to Bond Shoe and Foot, ************************************************************************** via **** the week of March 6th, 2023.
  Please make the check out to *****************************, and mail to *********************************************************************
  Upon receipt of the check I will deposit in a timely manner.  You will then be able to provide the BBB a copy of your cancelled check so they will be able to close out this matter.
  
  Kind regards,
  
  *****************************