Complaints

This profile includes complaints for The Good Feet Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Good Feet Store has 31 locations, listed below.

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  The Good Feet Store

  Portland, OR 97224

  
• 

  The Good Feet Store

  3385 Woodward Crossing Blvd STE 340 Buford, GA 30519

  
• 

  Good Feet

  410 Peachtree Pkwy Ste 256 Cumming, GA 30041

  
• 

  The Good Feet Store

  14126 Rivergate Pkwy Ste 200 Charlotte, NC 28273

  
• 

  The Good Feet Store

  8440 NE Vancouver Mall Dr Ste 120 Vancouver, WA 98662

  

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:11/22/2024

  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.

  I made an appointment in this store to help find a resolution to foot pain with getting arch support in my shoes. They did a scan and then proceeded to go in the back to get me 3 different mass produced plastic arch support devices. Within 2 days I had extreme pain in my feet and could not continue wearing theses as they are not custom to my feet. 2 days after the purchase I had my wife return to the store to return these mass produced plastic arch supports and the "accessories" that had to accompany such items. My wife was given the run around and told that I had to go through the "rep" ***** that had helped me, that I was "his" client. Keep in mind, these are not medical professionals, there is no Podiatrist that works in this location, so to state these are medical devices are a far cry from the truth. My wife had to fill out a form to request a refund. I was then informed by "*****" to come in for a refit. As this will not solve the issue because my doctor advised that these are not custom to my feet and will continue to cause possibly permanent damage, I explained that I just wanted a refund. Today (11/22/24) I received a text message from ***** explaining that they will not refund my purchase because it is a custom medical device. It certainly is not, since I was in and out in less than a half hour, custom anything takes longer than that to make. ***** also stated that there is no way these could cause pain, well since she is not a doctor, I am sure she cannot make this determination and secondly, imagine putting legos in your shoes and walking around in them all day. That is what wearing their mass produced plastic inserts (they actually have a part number on them, which clearly indicates that they are not custom made to me).

  

  Business Response

  Date: 12/12/2024

  The Good Feet Store employees are not medical professionals. We encourage all customers to consult with a medical professional for advice on the treatment of a specific condition or need.

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22592685
  
  I am rejecting this response because: Never was it recommended to seek medical advice. They are high-pressure sales and they will do anything to get a sale, not once was it ever mentioned that there was no refund. Before check out it was asked if these could be returned. I was told satisfaction guaranteed they will do anything for a sale. They also do not post prices. These are not custom fit as they are mass manufactured just like any orthotics you can buy at ******* or ******. Custom made products such as these do not contain part numbers and also can not be packaged up and sent out the door with you in 20 minutes.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/12/2024

  Type:Billing 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.

  We visited the good feet store in ***********, ** on 11/2/24. I was fitted for the 3 tier orthotics and wow the sticker shock - over $1600.00. At no point was it ever discussed with us their policies or pricing. They just pressured through the sale. We also caught, thank goodness, that she had added in a massager, of which we never said we wanted. Not until we expressed that we would like a refund after trying the orthotics and explaining they werent for me did we learn there were no returns. These caused me more pain than what I was in before walking into the store. This amount of money is a big deal to us and I feel they just took advantage of us.

  

  Business Response

  Date: 11/18/2024

  We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you.

• Initial Complaint

  Date:10/30/2024

  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.

  My father had gone to the Good Feet Store on 10/3 to buy some new shoes as well as insoles. While there he felt pressured into buying multiple insoles. When he got to the check out, the staff quickly turned the screen and he was unsure as to how much he was paying, but went ahead because he was under the impression he could return them if he was dissatisfied. None of the staff informed him of their no returns policy, even after he had brought up the possibility of returning them if it was too expensive. Once he realized how much he had spent on the insoles, he went back on 10/6 to attempt to return them and was told that he could not due to the insoles being "custom medical devices". These "devices" are literally in the back of the store and nothing about them is custom. He had tried to return the two he did not use, rather than all 3 and he was still told he could not. I followed up and called the corporate headquarters to see if they could assist with this matter and was told that all they could do was reach out to the store and have them reach back out to us, as it was a franchise. We were told the store would reach out in 36 hours from the complaint. We did not hear back so we followed up with corporate 72 hours later and were told that the store had reached out and left a VM (we did not receive either a call or VM). Corporate reached out again and had the store reach out to us on 10/11. The only solutions the store offered was to refinance the purchase, or do a payment plan. I reached out to corporate that night and informed them that those options were not acceptable and that we would not go ahead with that. Corporate stated that they would contact the store and seek another resolution. It has been 5 days and we have not heard back. We are very disappointed in this and would like a proper solution. The business practices seem deceitful and underhanded.If they were forthright with their policy, he wouldnt have gone ahead and purchased the insoles.

  

  Business Response

  Date: 11/18/2024

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22433247
  
  I am rejecting this response because: I was not informed of your lack of a return policy. We have gone back and forth on that multiple times and have expressed our displeasure with that answer. No employee mentioned it and the store does not clearly display this policy. It is predatory to not state your policies clearly from the beginning, especially when a customer prefaces the purchase stating that he may be returning it if it is outside of his budget. 2/3 pairs of insoles are unworn. I do not wish to receive store credit. I will only accept a refund as an acceptable response. Your own customer service team wasted over a week of my time making me play phone tag already and has still never reached back out. It feels as though all you care about is sweeping this under the rug and keeping my money. 
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/21/2024

  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.

  The date of purchase was 10/18/2024. The amount was $752.60. I entered the business, unfortunately, during a crisis time in my family. We had just lost a young teenager in a sudden death. The salesperson was aware of this as I gave a brief explanation. To begin with there were no prices anywhere easily visible to warn me of what to expect. While in the midst of the long sales pitch and the writing up of the sales ticket, I received a call explaining that the death was actually a murder. I was in shock and in no head space to be making this large a purchase and had no ability to think of the proper questions a consumer should ask. I was not told of the no refund policy. Was unaware of his until I got home and my husband looked at my purchase. Knowing of the circumstances I feel they took advantage of my emotional state firstly. Secondly, I had told them of the numerous physical ailments and things I had to be cautious of in buying inserts. I was assured these were what the ** would want me to have. The ** is appalled. They will actually hinder my ailments and make others issues worsen. I have a note to support this.. Only one pair of the inserts have been in shoes. These were covered with a sock they sold me for this purpose. I do not mind eating the cost of the socks, but the rest are still in boxes and perfectly able to be resold.

  Customer Answer

  Date: 10/22/2024

  *****************
  Unit 1701A
  ***********************
  *************
  

  clarification requested of address of store

  

  Business Response

  Date: 11/02/2024

  Thank you for reaching out to The Good Feet Store. First of all we are so sorry for your loss.  Our goal is for you to have success with your Good Feet arch support system. As mentioned in our previous communication, we would be more than happy to schedule a time for a refit to address any concerns. Our store policy, which is found on your receipt, allows for exchanges or credits for shoes and cushions that are unworn, and we offer refits to ensure the success of your arch supports. We do have options available for many different needs and will work to find a solution thats right for you. Please contact us at ************ and we can book an appointment so we can find a solution that best fits your needs.  Thank you, *********** Team

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22455472
  
  I am rejecting this response because I am firm in my demand for a full refund on all items purchased, which have not been used beyond the initial trial walk out of the store.
  First and foremost, while the no-return policy may have been included on the receipt, it was not verbally disclosed during the sale, nor was it posted clearly and prominently in the store where customers could see it before making a purchase. Instead, the receipt was placed in a folder and hidden in the bagsomething that, at that stage, is essentially too late for customers to review. This approach feels deliberately opaque and misleading. It suggests an intention to obscure the return policy, denying customers any real opportunity to make an informed decision. I believe this is deceptive and fails to meet a reasonable standard of fair disclosure.
  Furthermore, my significant health issues were clearly disclosed to the salesperson, including a pelvic floor injury, recent total knee replacements, a torn knee ligament, a neck fusion, and other serious conditions. Given these substantial medical complexities, it was irresponsible for your staffwho lack medical, orthopedic, or physical therapy trainingto recommend these products without appropriate guidance or precautions. In fact, they assured me that these inserts would help, which was both untrue and potentially harmful. Your staff's lack of qualifications to assess the safety of these products in relation to my specific injuries makes the sale not only inappropriate but risky to my health.
  I insist on a full refund as a matter of ethical responsibility and customer rights. Without a full refund, I cannot consider this matter resolved.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/09/2024

  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.

  On 9/7/24 I went to the Good feet store to try their product.They fitted me in the store with insoles to correct my pain. They did not explain the cost or that I could not return them if they did not work. I tried their 14-day break in process and I ended up going back and had them readjusted to a different insole on two occasions as they were not helping with my feet pain and back pain. I went back into the store after 20 days and explained they were causing worse pain then helping and I wanted a refund. I explained to them I have had two major surgeries on my left hip and leg and this was not correcting my pain. At that point ***** the sale *** said there is no refunds only exchanges see the bottom of your receipt but on their website it says different and this was not ever explained to me. I called the good feet store customer service and emailed several times. After several calls of speaking with the customer service person ***** and emails, I then receive a call from ***** the sales *** at the local good feet store on 09/07 trying to negotiate giving me only a small portion of my refund back for the strengtheners of which were ****** and I told him that I want my full refund that I do not want to exchange anymore and that they are not working for my situation. ***** explains at that point that on the bottom of my receipt it says no refunds. Further more they are not podiatrists nor physicians and marketing a product that they say is a corrective solution that they sell for *******. The cost wasn't ever explained until I got to the register to pay. I got bullied into keeping a product that isn't working for me. Please call me if you need more info as I have emails from good feet customer service. Thank you

  

  Business Response

  Date: 10/10/2024

  We are glad we had the opportunity to speak with you directly. We provided you with a few options; if any of these options interest you, please contact our *********** Specialist at ************* to discuss further. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22403944
  
  I am rejecting this response because: I'm rejecting their response because on the Good feet website says that they will return within 30 days of a receipt they are trying to say that each store has their own policy if that was true then why don't they state that on their main website. And if their policy is different than what's on their website they should go over their policy when they're in the store to their customers and not blind side them after they pay the bill. I tried to reason with them and work with them but we could not come to agreement. I spoke to them on the phone they are trying to put words into my mouth that I did not say when I was in the store. And now they're saying things I never said when I was in the store they are basically putting words in my mouth. And calling me a liar so I am done trying to work. with them

  
  Sincerely,
  
  ***** E ********

  

  Business Response

  Date: 10/23/2024

  Hi *****, Thank you for your feedback.  In regards to the website, under FAQ the answer to "What is your refund policy"? is as follows: Please refer to your locally owned and operated Good Feet Store for more details on the stores return policy. I am sorry if this is confusing.  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked. Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we are willing to return the strengthener support and exchange or refit the other supports to inhance your experience.  If any of these options interest you, please contact our *********** Specialist at ************* to discuss further. Sincerely, *********** Team

• Initial Complaint

  Date:09/26/2024

  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.

  On 09.21.2024 a set of insoles were purchased for $2,267.09. The Company really pushed/ pushes strong success behind their product. With giving examples onsite and detail on fitting. Where the major problem lies is the lack of transparency about their No return policy. When I tried to return the product on 09/23/2024, same branch different location (closer location by me) . I was met with learning about the return policy by the sales woman. Also letting me know the company is not really obligated to let the customer(s) know about the return policy, much like many other store/companies. That was shocking especially when we are talking over two grand. The actual website on the return policy states 30 days to return items but to contact the store where items were purchased (and that info was hidden almost like you couldnt find it). On 09/24/2024 I was met with a phone call. Attempting somewhat resolve the issues by trying other sizes, however with the amount of money I spent that I supposedly am not able to get a refund on. The consumer to customer trust is gone and this whole experience is very reminiscent of a scam. The only way I would like this resolved is the transaction be refunded in full. This whole experience with not be able to return something with such a high price item(s) that I am not satisfied with. The least the business can do it stand by being just as CLEAR about their price(s) and return policy. The same way they push their products being good. Especially when I didnt use the products.

  Customer Answer

  Date: 09/25/2024

  Attached photo

  

  Business Response

  Date: 10/14/2024

  We have an Exchange Policy as noted on the receipt, not a Refund Policy.  Our Specialists are trained to review the exchange policy when asked.
  Store Policy: We ensure success with your arch supports by offering exchanges if needed, as determined by your specialist.  Shoes and cushions only eligible for exchange or credit if unworn.  As offered in the previous communication, we would love to schedule a time for a refit to achieve the original goal that brought you into the store.  

• Initial Complaint

  Date:08/25/2024

  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 having knee lower back and knee pain wearing any type of shoes without a lot of support. I went into the store looking for orthopedic sandals. The sales person would not let me leave. I tried the orthotics and walking in the store they seemed to help. I asked the sales person what if I dont get relief or it hurts my replacement. She said they would work with me. That night I had intense pain. I went to a chiropractor and the problem settled out. I did try them again with the same results. I went back to the store about a month later and thats when I found out they wouldnt give me a refund. The sales person took my receipt and filed a request for refund and I havent heard from them since.

  

  Business Response

  Date: 09/13/2024

  Wed like to learn more about your experience, but were unable to reach you. Please call our dedicated client care line at ************ so we can connect and address any concerns.

• Initial Complaint

  Date:08/18/2024

  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.

  I need help returning my shoes and insoles purchased recently July 2024 in ********* **. I cannot wear the shoes / inserts and products are still new in box. Can you help me with a complete return and refund please? I attempted a return and refund but *************************** manager of the Waverly would only extend the same as cash credit promotion to ********************************************************** the future. Due to foot surgery and continued swelling in the metasal area of my foot, I cannot wear the shoes or items purchased. They are new in box Please help me get a refund! That is all I ask. Please help me.

  Customer Answer

  Date: 08/17/2024

  The Good Feet Store

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

  

  Business Response

  Date: 08/23/2024

  We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you

• Initial Complaint

  Date:08/08/2024

  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.

  4/9/2024 - Having trouble with foot pain, went to the good feet store the salesman stated that their inserts would alleviate my problem. I was not told until after checking out that they do not return shoes or inserts. The shoes and inserts were making more pain in my foot and they had me come back 2 additional times saying they could refit me. 3 fittings and they are totally making things worse not better. I realize that the shoes have been worn to try these inserts out therefore were worn outside. The shoes were $155 and I do not expect a refund for the shoes even though I can't wear them. I paid around $1500 for the inserts and they are absolutely not Good. I want to know if there is any chance of a refund for the inserts we are paying on our care credit thinking this was a good idea. Now we are paying for absolutely nothing. Not good business in my mind. thank you

  Customer Answer

  Date: 08/10/2024

  The store I purchased:The Good Feet Store,  *******************************************************************************************************************************

  Phone for store:***********

  Purchased: 4/9/2024

  I have downloaded a copy of my receipt.

  Fitted 3 times never worked.Caused additional problems when using them. Sever foot and then knee pain when I tried to use the inserts.

  

  Business Response

  Date: 08/17/2024

  Hello ****, We are glad we could connect with you offline and address your concerns. If you have any additional questions, please feel free to contact our dedicated client care team at *************. Thank you.

• Initial Complaint

  Date:08/08/2024

  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.

  Good Feet sold me arch supports claiming they would reshape my feet and eliminate issues with my feet. They also said lifetime warranty and would replace arch supports until they found the correct ones. I tried wearing the them and they caused extreme pain. I went to my doctor and he advised to stop wearing immediately, and Good Feet is a scam. I asked Good Feet for a refund and advised them of doctor reccomendation to stop using their product immediately as they are defective. They refused and would only change out arch supports. This is false advertising what this company states. The receipt doesn't say no refunds. I feel I should be reimbursed for at least the items I haven't used.

  

  Business Response

  Date: 09/06/2024

  We are glad we had the opportunity to speak with you directly. We provided you with a few options; if any of these options interest you, please contact our *********** Specialist at ************* to discuss further.