Complaints
This profile includes complaints for The Good Feet Store's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 83 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/07/2023
Type: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 in a bad car accident on 12/24/22 that required multiple surgeries on my right leg and ankle. On 6/24/23, I went to The Good Feet to look at inserts for shoes. After browsing through the various options, I found a pair that I liked but was unsure due to my ongoing treatment. I wanted to consult my doctor and wait to purchase the merchandise due to its price and it not being a custom item. The sales people in the store pressured me to make the purchase with the reassurance of bring the item back if it was not what I wanted. I hesitantly opened a care credit account to be able to fund these $1073 insoles and I have not used them once since purchasing. At the time, I was freshly back to work, recovering from intense surgeries, and a full time college student. Multiple times throughout the buying process, I was assured that I could bring the product back after speaking to my surgeon and was not made fully aware of the no refund policy. After speaking with my surgeon on that following Monday, he told me that I should not be using insoles so newly out of surgery and that they would not help my limp. I contacted corporate to try to return the insoles and they told me to contact the store. I contacted the store and they told me to speak to the store manager who would not return my call for days. After exhausting all attempts, I disputed the charge with the care credit card company due to no communication from the store or corporate. Due to the fine print of no refunds, it was found that there were no billing errors. The business played on my emotions to make me feel like I had ************ better and make progress. This business has bad customer service practices and pressures customers to make large purchases with false expectations. I am out $1073 and have shoe inserts that I cannot use.Customer Answer
Date: 09/11/2023
Address- *********************************************************************************************
Business Response
Date: 09/22/2023
Hello ******, thank you for connecting with us offline. We are glad we could provide a resolution that was satisfactory. If you have any additional questions or concerns please feel free to reach out to our client care team at ************** or ***********************************************Initial Complaint
Date:09/07/2023
Type: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 problem is that I had surgery in March 23. I had went to good feet when I was cleared they tested my feet and i brought in soles. I month later my screwed backed out causing pain. i had to stop wearing them its been two months and I havent used these insoles. Because the company is money hungry they sold me a product I wasnt ready for and causing a fail in my surgery. I recently went back there, and ***** said that since I was fresh out of surgery, they shouldnt have fitted me. Currently she was working with me to get me back in the insoles and she has made my visits a lot better but Im still having problems.Customer Answer
Date: 09/12/2023
The good feet
*********************
**********, **
Business Response
Date: 09/22/2023
Hello ***. We would like to address your concerns but are unable to reach you. Please Contact our *********** Team at ************. We look forward to working with you.Customer Answer
Date: 09/25/2023
They have called me I called back today might be able to speak with the Manager tomorrow.
Business Response
Date: 10/04/2023
Hi ***, we're glad we were able to connect with you offline and find a solution that works for you. Please feel free to reach out to me at ************ if you have any other questions.Customer Answer
Date: 10/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:08/29/2023
Type: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 Good Feet 3 insert system and one **** of ****** sneakers on 08/25/2023. At the end of the second day of wearing their inserts I had strong lower left back pain and left hip. I tried them for another 36 hours however the pain was getting worse and I had to stop using them. I went to put the regular inserts into my shoes I discovered that the salesperson did not return the inserts that came with the shoes I wore when I vivsted the store nor the original inserts for the ****** sneakers I purchased form them. I then called the store and talked with the salesperson who informed me they would not accept the return of the inserts for refund and would not make me whole of the original inserts he kept. I now have useless inserts and two pairs of useless shoes. The amount of the transaction is $1761.72, Apparently this company does not back it's products.Customer Answer
Date: 08/30/2023
Purchase date 08/25/2023 3 sets of good feet inserts and one pair of ****** Sneakers $1,761.72 Strong pain devleoped left lower back and left hip 2 days later. Salesperson kept the regular inserts that came with the ****** Sneakers and the ones in the shoes I wore into the store making them both useless. Contacted the salesman (******) and he informed me they do note take back product for a refund nor would correct the regular shoe insert problem. Store loccation: ********************************************************************** Phone - ************RefundBusiness Response
Date: 09/07/2023
Hello ****,
We would like to address your concerns but are unable to reach you. Please Contact our *********** Team at ************. We look forward to working with you.
Initial Complaint
Date:08/22/2023
Type: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.
Business doesn't display on receipt any return policy. Visited the store 8-6-2023 met with ***** (mgr?) for refund of purchase price for the foot arch supports. Was denied as store policy doesn't allow refunds. I had recently (6-2023) had quadruple by-pass surgery & vain removed from left leg which was used for stints in my heart, Subsequently, the arch support caused due pain when i walked, to my left foot. I want to return the foot arch supports for full refund but was denied. **** suggested I wait. The leg swells do to the main vain being surgically removed as aforementioned. Hence waiting is worthless as swelling is relevant for life. I can return the supports to the store. date of transaction 7-17-2023 @ $499.00 @ transaction# ********** commitment to my being happy customer with NO return policy.my dispute is business lacks return policy printed on receipt. didn't see any posting of return policy at register either. prior to final sale I wasn't informed about No returns either as I would have NOT made purchase. business failed to properly list / display store return policy.Customer Answer
Date: 08/23/2023
Physical address
********************************************************************;
******* ******* 33511
************
Customer Answer
Date: 09/01/2023
Store management has been in contact with me. Thank you Better Business Bureau. Im going to the store after the Labor Day holiday next week. Information will be provided then. Again, thank you. Ray.Business Response
Date: 09/05/2023
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.Customer Answer
Date: 09/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:06/28/2023
Type: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 bought 2 sets of inserts back in Sept of 2021. Did not use them much as I was working from home. When we were at the ******* Store we made it clear that I have diabetes, fibromyalgia and neuropathy. The sales person stated that they get people like me all the time. We spent almost $900.00 on two sets of inserts. Fast forward to Jan 2022, I had a heart attack, open heart surgery and a stroke. Been working from home for some time. Just now getting back up to par, so I decided to start wearing my inserts again. I had them on for 3 days and I felt this large piece of skin flapping on the side of my foot. It was a huge friction burn from the insert (my podiatrist told me what had happened). I went to the podiatrist the next day. Got started on antibiotics, medication for the wound and a boot. The podiatrist informed me that I should have never got the inserts as they are not made for people that have the ailments that I have. Again, this was communicated to the SALESPERSON multiple times. My wife contacted Good Feet ****, ****, 6.7 and ****. We received a call from ***** who just wants to give us a pair of shoes and asked if we wanted another pair of inserts (lol). NO! As of I've been to the podiatrist 4 times with a cost of $55.00 per visit, and this will probably continue for another 3 months, every other week. At this time I can not drive and have a boot. None of this is being taken into consideration. We spoke to ***** at the Corporate level on Monday 6.2**** who assured us she would get back in touch in 24 hours. Again this did not happen. I am in extreme pain, can not put pressure on my foot and has impeded my life. We wanted to come to some resolution before we go legal. A pair of shoes is not going to work with the damage that these inserts have done. This company has not empathy for what has happened.Customer Answer
Date: 06/29/2023
I would like the full refund of the two set of inserts, as well as my podiatrist visits and the medication that Ive had to pay for and the times missed from work due to doctor visits as well as time off due to the extreme pain. Im an electrical engineer. The podiatrist visit is $55.00 a visit and Ive been 4 times already. The inserts were almost $900.00. At this time I can not drive for 4 weeks and have to wear a boot. My wife has tried for over a month to get this resolved.Customer Answer
Date: 07/11/2023
Hello,
Since creating this complaint I have been admitted into the hospital for this friction would. I was admitted 7.5.23 and still in the hospital today. Again would not be in this position if it was not for these inserts. Whos going to take care of all these medical responsibilities that I have now absorbed? Had to have surgery and this is a picture of the friction burn as of today, 7.10.23. This is after surgery. Surgery was on 7.7.23. Would like this added to my complaint.** attachment added
************************;
************Business Response
Date: 07/19/2023
Hello ****, thank you for reaching out. Our attempts at reaching you have not been successful. We would like to connect to resolve this matter. Please reach out to us at ************ or by email, *********************************************** to assist with next steps. Thank you.Customer Answer
Date: 07/25/2023
Following up on the message from the BBB complaint. I just got out of the hospital of 8 days due to the injury from your product. Your firm only cares about the inserts being returned. I am currently on 8 weeks of intravenous antibiotics and 8 weeks of a wound vac on my foot. Ill need grafting as well. So you tell me how you would like to resolve this.
***************************
************Customer Answer
Date: 07/26/2023
Just tried calling the number that was listed on the BBB complaint today 7.25.23 around 3:50pm, was put on hold for quite a while, so we hung up. Additionally never received a response from the email that was sent as well.
*************************
************
Business Response
Date: 08/01/2023
Hello ****,
We are glad we could connect with you off line and provide a resolution. If there is anything else we can assist with please let us know. Thank you.
Initial Complaint
Date:06/12/2023
Type: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 12/31/2022 I took my daughter in to The Good Feet Store in **** **. We were helped with getting a fitting for her and I was talking about a migraine. The sales man said these will help and I I don't get relief for 2 weeks it actually became worse. I went back to the store for a refund and they told me that was against company policy because of exchanges. I said I wanted to return them since I am not getting any relief. He asked me to give them another try to see if the fitting was better. I agreed and was told if didn't work we could figure something out. I returned hoping for something in way of return and was told that's is against policy even though the product is giving negative results.I want something done for this terrible experience the store can have the products back since the hurt me more than help me.Business Response
Date: 06/21/2023
Hi ***, thank you for speaking with us about your concerns. We are glad we could review the current options we have available to you and provide some information. Once you decide the direction you would like to go please feel free to come by the store or reach back out to us and we can help. Our dedicated team can be reached at ************** or you can connect with us via email at ********************************************.Customer Answer
Date: 06/24/2023
Complaint: 20177960
I am rejecting this response because:
There was no resolution the generalman who called would not listen to my expectations would only do a new fitting. This isn't a practical option for me. I would like a refund.
Sincerely,
*************************Business Response
Date: 07/05/2023
We understand the request in this matter is a refund. Due to the amount of time between the purchase and the request, the products you purchased come with a life time warranty, we are happy to honor the options we discussed previously, please know we will happily exchange and service your product as long as you possess your items.Initial Complaint
Date:05/08/2023
Type: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.
I bought the orthotics on 5/5/23.The employee I was working with failed to mention or answer any question about the price until after everything was in the bag and my card was in the machine.Right before he charged my card he turned the screen to show me the price breakdown, and it was significantly more expensive than I imagined, but I felt extreme pressure to follow through with the purchase.I paid $514 for one pair.I was not happy with the fit and or feeling of the orthotics and I no longer wanted them.Would not issue a refund just 4 days later.Spoke to the manager who only wanted to help me find different orthotics.She said that because the orthotics are 'medical devices', they have to exhaust all options before simply doing a refund.Their resolution was to exchange for different orthotics or to issue store credit.I was issued a store credit which is not helpful and they refused to just refund my purchase.My Transaction ID was: **********.Business Response
Date: 05/16/2023
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.Customer Answer
Date: 05/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:04/10/2023
Type: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.
I purchased their arch support system earlier this year and have had several problems with the product and no resolution offered by the business. The first set that was provided to me caused me to roll my ankle and were very painful for my feet. When I went back to the business, they offered me a new pair assuring me this would resolve the issues. They even said they would reach back out in a week to make sure everything is working properly. The new pair made no difference. They were so painful I couldn't stand in them and had a podiatrist tell me to stop using them. Not only did Good feet not follow up on their promises (they never reached back out to me again), they have ignored my several attempts at contacting them to reconcile this issue. They say they don't offer refunds, only store credit. I have been trying to arrange store credit for other items from them and they won't even get back to me. These inserts cost north of $1200 so for them to not only cause pain for me, but for the business to not even respond back to me when I've tried to get a resolution is absurd.Customer Answer
Date: 12/19/2022
The address is ****************************************************************************************Business Response
Date: 04/12/2023
Hello ******, we are glad we could connect with you offline and address your concerns. It looks like we were able to connect with you a few months ago. If you have any additional questions, please feel free to contact our dedicated client care team at *************. If you require further assistant please do not hesitate to visit us at the store and we will be happy to assist. Thank you.Customer Answer
Date: 04/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:03/30/2023
Type: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.
Purchased Good Feet set for arch support. Felt pressured in the sales pitch when I shared that I had one leg shorter than the other but was guaranteed it shouldnt be a problem. Told to see if I could get financing and did not know I was actually applying for a credit card (hard pull on my credit). The charge was $1546.58. Purchased on 3/16/23 which is less than 14 days and I am having real bad pain. My doctor explains having one leg shorter than the other could have some effect on wearing those inserts. ****** the rep was sent a text two days ago and she didnt even respond back when I explained my issue. So I went into the store today 3/16/23. When I was there they said do you have an appointment I said no. Which was odd the last time I came that wasnt an issue. A rep came and heard my story went in the back I believe to talk to a manager. She then comes out and says ****** isnt here so lets schedule you to see her and she can find you something better. I said I need to return because these are not good for me at all do to the shortness of my leg causing low back and tingling leg pain. She said we dont have a return policy. I said this was never shared and its not on the receipts nor posted in the store. Now I have a credit pull and inserts I cant use.Customer Answer
Date: 03/29/2023
I am sorry I thought I selected the store however it is The Good Feet Store
www.goodfeet.com
*************************************************************Sale took place on 3/14/2023
Sales Rep: ********************
Business Response
Date: 04/12/2023
Hello *********. I'm glad we could connect briefly. I know that we were not able to address all your concerns at that moment but we would still like to address your concerns. Please feel free to come into the store or if you would prefer you can call *********** at ************. We hope to hear from you soon.Customer Answer
Date: 04/12/2023
Complaint: 19865478
I am rejecting this response because: there was no resolve. I am calling them today to seek resolve. The point of reference for me is (1) no signage that says we do not do returns, (2) the representative did not say - we do not have a return policy and (3) I have medical reason for why I can not wear these inserts. After sharing with representative that I have one leg 8mm off she confirmed that this would help and it caused more pain. Chiropractor and Podiatrist has shared reasons why I am having the challenge. I came to store within 10 days of purchase to return.I hope I can update the system once I have a conversation if not I'm sure they will provide feedback and then I can give my update. Thanks
Sincerely,
*********************************Customer Answer
Date: 04/13/2023
I will call the number provided and hope that BBB will look for a follow-up. I work during the time when they call and the fact that they are in a different time zone it was a challenge getting with them. I will call because I don't want to be charged on this credit card (CARE CREDIT).Initial Complaint
Date:03/21/2023
Type: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.
I purchased insoles from the good feet store back in October 2022I have been back to the store numerous times to trade out and try different insoles. The only ones I can wear for any period of time are the relaxers. I was signed up for a credit card at the time of sale so that I could make payments on the ****+ insoles system. Seeing as how they do not work I called to request a refund and was told they do not have a refund policy. This is too much money for insoles that don't help my foot pain.Customer Answer
Date: 03/20/2023
I could not find the original invoice however this is a receipt from the last time I visited the store to try another set of insoles.Business Response
Date: 03/28/2023
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.Customer Answer
Date: 03/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************
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