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

  2000 Chapel View Blvd Ste 210 Cranston, RI 02920-3091

• 

  The Good Feet Store

  145 Maplewood Ave Ste 215 Portsmouth, NH 03801-3715

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:06/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After having been unsuccessful relieving foot/ankle pain I decided I would try The Good Feet Store in ********, **. I stressed that my issue was not the high arch but the rolled out ankle. The salesman assured me they could help. It may take a couple of months, but to trust him because this would work! Feeling pressured and convinced this would work I spent $2891.94 on 9/5/2024 on the program but was told we had 60 days to return if it didnt work. I followed up in 30 days as I was supposed to and voiced my concerns that these were not working and if anything was make my foot/ankle pain worse! I was told to continue with the program even though I stressed my concern that this was making my ankle worse not better. Prior to my 60 day trial, I returned the inserts requesting a refund only to be told that I had signed where store credit only would be issued. Because they had several *************** of sneakers I figured I could supply my whole family with sneakers! I have at least 8-10 pairs of black sneakers now because they inform me that they are no longer carrying colors. I have purchased as many black sneakers as possible ( in fact now they never even have the sizes I have requested) I have purchased **************** also. While the sales staff have tried to be helpful, Im still left with a $821.83 credit that I cannot use at the store. I feel as if I have been duped and scammed and am asking for any assistance possible to get this refund and put this horrible incidence behind me.

  Customer Answer

  Date: 06/14/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/09/2024

  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.

  General Details:1. Uploaded Documents include: a. Full description of the complaint from the customer's perspective b. Sales ********************* exchange between The Good Feet Store and the customer to resolve the issue 2. Company for the Complaint: The Good Feet Store at ************************************************. Date of Transaction: 11 Nov 2024 4. Total Cost of Transaction: $1712.04 (see enclosed receipt)5. Business product: **** supports advertise to relieve body pain.6. Nature of the Complaint: The complaint deals with perceived deceptive sales practices as it deals with significant personal health issues. All health issues (the reason for entering the store) were conveyed to the sales associate. These health issues are also listed in the enclosed documentation and include: a. Complex Regional Pain Syndrome (CRPS) impacting my left foot, *. ******** Nerve impingement, Plantar Fasciitis and Achilles heel tendonitis impacting my left foot c. Serious back nerve and pain related issues due to a serious car accident in March of 2019.Note 1: Due to these issues, I have since secured Social Security disability, and I am no longer working.Note 2: I left the store with the "Relaxers" arch supports which were advertised to provide end of the day comfort., and by the time I got to the car, parked in front of the store, I started feeling pain. So we immediately went back in and told them that I had pain, that I need to consult my physician prior to considering arch supports in general. They refused to refund my money. We never left the parking space, walked back in, and nothing.7. Complaint: (See enclosure for full complaint). The sales associate was informed of the stated issues. The sales associate discussed the benefits of the arch supports. He related to my car accident by discussing his own accident, and that the arches that he was wearing relieved him of all pain. See more details in the enclosure.

  Business Response

  Date: 12/20/2024

  We are sorry to hear about the client's concerns regarding our sales practices.

  The client made her purchase on November 11, 2024, and during the demo and test-walk, our specialist received positive feedback from her, which led to her decision to invest in her system of supports. It is surprising to learn that the client returned less than an hour later wanting to return her supports.
  

  We prioritize transparency and pride ourselves on our customer experience.
  

  We value the client and encourage her to return to the store or contact us with any questions she may have. We would also like to remind her that her supports include a Limited Lifetime Warranty, and we are here to provide any assistance needed to ensure she receives the best support possible.

  Customer Answer

  Date: 01/08/2025

  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. 

  To respond directly to their responses.

  1. They did not address how their product can address my very rare condition.  I would be very interested in having their professional doctors inform me how their product addresses CRPS and ******** Nerve Impingement along with Plantar Fasciitis. To reiterate my position, the Sales ***resentative, upon being informed of my conditions, appeared to know what these conditions were (I do not believe he did) and indicated that their product will bring relief.  These details are clearly laid out in my enclosures and more specifically in my detailed complaint. If their doctors can provide details on how their product can relieve my three conditions (they should all be separate answers to address a solution for each and not one generic fits all answer), then I will give their response to my Doctor to see if their product might provide some relief.

  
  

  2. Demo and Test Walk - The demo test walk consisted of two laps up a short hallway between the selling booths, for a total "Test" distance of maybe 40 ft.  It is in no way ***resentative of the efficacy of this product over any length of time standing and walking with them.  As I indicated, my feet were hurting between the time of the prolonged standing at the register (due to the issues processing the Medical card and the credit cards) and the simple walk to the car. So as indicated, I don't recall over emphasizing the comfort of their product during the "Test Walk". What I recall is that the demo required a different, second set of inserts as the first set were uncomfortable.  I recall indicating the second set felt better than the first but not necessarily comfortable as they were foreign to me.  Regardless of teh demo, the truth is I was clearly in pain with the supposed "Comfort" insert from a short standing period and short walk to the car.  This was conveyed to the Sales *** upon my return.
  

  
  

  3. Their Specialist:  Their specialist portrayed he knew of the conditions I had when they were mentioned to him.  He then continued to suggest that the arch supports will relieve my pain.  He later goes on to indicate that if there are minor adjustments needed after 30 days, that the adjustments should resolve any issues.  This specialist is not a podiatrist nor is he the medical engineer who designed the 400+ supposed inserts. I contend that he has no knowledge of CRPS or ******** Nerve impingement, only limited understanding of the product, yet he came across as if their product will relieve my pain for the conditions I conveyed. He is a person with minimal training for which most of the training, in my opinion, is how to sell a $200 product for $1600.  Again, my position on this is laid out in the details above, and more so in the detailed complaint.

  
  

  4. "We prioritize transparency and pride ourselves on our customer service": I would offer that they are anything but transparent for the following reasons.

         a. Once the Sales ***resentative was informed of my special conditions, transparency in this case would have been the Sales *** informing us that he was NOT familiar with these conditions, that he does not know how or if their product would work, and would have suggested that we contact my doctor instead of suggesting that relief can be found.
  

         b. Transparency would be to offer the prices upfront instead of putting a small sign by the register and adding a long narrative on the bottom of the receipt, all while holding a conversation on why the medical and credit cards did not go through, whichadded distraction.  It is still my position that I do not recall the sales *** indicating there were no refunds.  I wouldn't care about the money if I thought the product would help and not hurt my conditions. I'd pay double if I thought it would work.  My issue is I was led to believe that their product would help by a person that had no knowledge of my conditions, yet pushed the sale.

         c.  Transparency would have been clearly stating prior to the sales pitch, that there are NO REFUNDS and only product swaps, and that if all 400 insert options do not work, well, tough luck.
  

         d. Pride Ourselves on ***************** I have since read the multitude of complaints of supposed clients. Many of the complaints are how the inserts made their conditions worse and how the company did nothing to address their complaints.  That is not customer service. That is a position of, in my opinion, a predatory business model for the sake of profits.  Based on what I have read, I do not see "Customer Service".
  

  5. Returned Less Than an Hour Later: I returned less than 10 minutes later, never left the parking spot in front of the store as I questioned the pain in my feet and thought it best to address their product with my specialist doctors who deal with CRPS and ******** Nerve impingement. So, I returned almost immediately requesting a refund.  Again, these details are in the formal complaint.  I would highly recommend that they read the complaint and answer the contents of the complaint accordingly.
  

  
  

  Their product has not been used and is available to be returned once an amicable position on refunding me can be agreed to.

  
  

  If you have questions, I would be happy to answer them.

  
  

  Vr,

  **** *****

  
  

  
  

   

   

  Business Response

  Date: 01/10/2025

  Regarding the complaint filed by the client, we stand firmly by our policy and response as outlined in our previous correspondence, and we regret that our response is not sufficient for the client.
  
  
  While we are not medical providers, and do not prescribe or diagnose, our Certified Arch Specialists undergo thorough training to ensure they are fully equipped to provide accurate assessments, as our supports are custom-fit and not off-the-shelf or counter products. During the Free Demo, any assessments and changes are made based on the information and feedback provided by the client. Also, to respond to the client's comment "I recall indicating the second set felt better than the first but not necessarily comfortable as they were foreign to me.", this is the type of feedback that we would expect; it is foreign, it is different, it is a new feeling for the client. We stand firmly behind our arch supports, as they are designed to help alleviate pain and discomfort associated with common foot conditions. Results from our efficacy studies, conducted by ****************************** ************************** # ****P000291 titled "A Test of Efficacy and Foot Position Alteration in Patients Wearing Good Feet Arch Supports for the Treatment of Pain", show that our supports are clinically proven to:
  
  Help put your feet into a pain-free position;
  Relief of foot discomfort so you can keep moving;
  Relief the leading causes of foot pain;
  Significant pain relief in only four weeks; and
  Improve balance and stability
  
  The client has not allowed enough time for the supports to fulfill their intended purpose, as she only used them for less than 10 minutes after the purchase. We are committed to working with her to help find the solution she originally sought. She would not go through this process alone but with our assistance. We kindly invite the client to visit the store so we can offer further guidance and support during the adjustment phase, ensuring she gets the maximum benefit from her supports. Additionally, even small adjustments in size, strength, or style can significantly improve both comfort and effectiveness.
  
  
  

• Initial Complaint

  Date:10/21/2024

  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.

  Made an apt for a free consultation but it was a full apt like a ********* pretty much except open areas. First you get talked into the inserts and sneakers of course and the special socks to heal your feet. They didnt help my pf at all and had to go to the podiatrist to get pt and a cortisone shot. The guy that we talked to said he would call and never called back when I called. He said I could use care credit I said I cant because I just used mine for my sons braces and couldnt do it. He said oh well let me see what I can do. He was on the computer a bit and came back to say you sign here I got it. Well I didnt know for months it was being charged to my daughter. I didnt receive the bill so my daughter was being charged late fees wondering why she had a bill period because she didnt owe care credit a thing. So I did Not authorize that at all. I believe its because my name was underneath hers so the guy used that even after I told him I couldnt use my care credit cause I already owed 5k for my sons braces!

  Customer Answer

  Date: 10/16/2024

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

  Business Response

  Date: 10/21/2024

  This is the one to transfer out of WI and move to ******** RI

   

  Thank you.

   

  ***** *******-******** | Dir. Customer Service

  Good Feet Worldwide | Dr.'s Own | *** Source | Stretch*d

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

  o (************* | c (*************

  e ***************************************************************************************************************** | w ************

  Customer Answer

  Date: 11/01/2024

  I have not had this resolved yet 

  Business Response

  Date: 11/05/2024

  We are sorry to hear about the client's complaint regarding sales issues. The client made her purchase on October 31, 2023, and our specialist received positive feedback from her in the days following the purchase. This makes her recent concerns surprising, as we had not heard any negative feedback throughout the year.
  
   
  
  On October 24, 2024, the Regional Manager attempted to call the client but was unsuccessful; she requested a callback. We value the client and invite her to return to the store or call us with any questions she may have. We also want to remind her that her purchase includes a Lifetime Warranty, and we are here to provide any assistance to better support her.
  
   
  
   
  
  Regards,
  
   
  
  ******* Norberto 

  Customer Answer

  Date: 11/05/2024

  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.]
  
  They are ignoring the fact that the salesman signed this up through my daughters account not mine and was unaware of it for a few months. I was paying a care credit already which I Did explain to the salesman. And said I could not make a purchase because I already had a limit for my sons braces on my care credit. He asked if I could use another credit card I replied no. He said Ill see what I can do. Then suddenly said ok I got you. Not thinking anything of it til months later my daughter said she had been ignoring a bill that came in for care credit because she hasnt used that card in a few years from Her braces. Soo she incured interest which I could t figure out why it was happening to her then finally several months in realized the man charged my daughters card Not mine. 
  that is not OK to me that is fraudulent  On top of that, my podiatrist told me I would have to constantly get new sneakers because I ended up with plantar fasciitis for a third time  

  And I really feel like I got screwed because I have never had to pay almost $2000 for a pair of sneakers and inserts which have not helped me  
  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
  
  Regards,

  Harmony

   

   

  Business Response

  Date: 11/22/2024

  Thank you for sharing your concerns with us, and I apologize for the frustration this experience has caused.
  
  We understand that there may be some confusion regarding the account used for the purchase. Please know that our support specialists rely on the information provided by our clients to complete the transactions.
  

  Additionally, we stand by the quality of our products, which come with a lifetime limited warranty. We invite the client to return to our store so we can personally assess their current supports to ensure they are providing the support she needs. If necessary, well gladly refit her with different supports to enhance Mrs. ****** comfort and address her needs.
  
  Thank you for your patience, and we look forward to helping you resolve this.

  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Went to The good feet store and after I went through all the test I was given a paper outlining the price range. I chose the ***** option because he said they had financing and told me to ask for ***** . Of course I was denied but at that point I already had the shoes and inserts on. So I had to pay wirh a credit card which came out to ******* which is way higher than what I said I could afford. I also was told it would help my knees and feet but I have been in more pain since I left the store My feet are burning and my knees are hurting more than when I went in I feel like I was scammed and would like to be reimbursed for a least over the ***** I agreed on I followed the directions and in more pain than before

  Business Response

  Date: 06/25/2024

  Can you please transfer this Complaint out of ** to ******, ** Chapter?

   

  Thank you!

   

  ****************************************** | Dir. Customer Service

  Good Feet Worldwide | Dr.'s Own | *** Source | Stretch*d

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

  o (************* | c (*************

  e ********************* | w goodfeet.com

  

  Business Response

  Date: 07/10/2024

  We are sorry to hear about the issues our client has experienced with adjusting to their new supports; we are committed to finding a solution to best support her. We have been persistently trying to contact the client to understand her situation and offer assistance but have not yet succeeded. We would like to extend an invitation for the client to return to our store, as even subtle adjustments in size, strength, or style can significantly enhance comfort and effectiveness. During the Free Demo completed at our store by our client on June 24, 2024, our client was told verbally about our Return Policy while still being in the Fitting Room. Once she verbally agreed to our Return Policy, we went to our Point of Sale, where you can see our posted Return Policy, which is visible to everyone that comes into the store (please find the posted Return Policy picture in the attachment). Once the purchase was completed, the specialist reminded the client about our Return Policy and the client acknowledged by writing their initials in the receipt (please find the signed Return Policy in the attachment).

• Initial Complaint

  Date:05/13/2024

  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 March 4,2024 my husband and myself stopped in the ** store in ***********. Entering the store we were met by ***** the store manager, also having another store in Ct. I believe due to our age she thought we were the perfect people to sway for the products. Talked about how we saw commercials on the tv. From the beginning she took a foot impression, then started with the inserts, then brought out sneakers to wear them in, also the gentleman she had with her did the same for my husband. Now at this point there was no talk on price, just see how you like. Walked the store Then the talk started on the sets that were needed and the time line for each to wear during the time of day. Then stated try them at home for at least the 30 days then if problems and just cannot use them come back and return. Well, my husband just couldn't put them into his shoes(they tried to talk him into buying shoes there, didn't do). He is a disabled military vet and has issues. Mine, I just couldn't get use to them and called ***** and explained the situation. She did say come back and we could try new ones or just get a credit. I said great you will refund the credit card. She says "oh no" we only do a store credit. I said why would you do that when the product doesn't work? I also explained I had to go to my podiatrist and have a cortisone shot in my foot due to pain and turned out that it was due to a planter fascia that I got from the inserts. I told the Dr that I went to ** ad got the inserts and he stated, waste of your money and that a true insert is only made from molding your feet and that takes about three weeks or more for a proper fit. Stated they just have shelves of plastic inserts and talking people into thinking they are helping problems. They, **, tell you to keep coming back for another insert due to they are not professionally made. They are not qualified podiatrists and do not go to school for that. I asked them if they were, reply "no". ***** doesn't help

  Business Response

  Date: 05/13/2024

  Can you please move this BBB complaint from ** to ************ BBB?

   

  Thank you

   

  ****************************************** | Dir. Customer Service

  Good Feet Worldwide | Dr.'s Own | *** Source | Stretch*d

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

  o (************* | c (*************

  e ********************* | w goodfeet.com

  Business Response

  Date: 05/23/2024

  We understand the challenges our clients may face while adjusting to their new supports, and we are committed to finding the best solution to support them. During the Free Demo conducted at our store, our clients were verbally informed about our Return Policy while still in the Fitting Room. Subsequently, as they verbally agreed to our Return Policy, we directed their attention to our posted Return Policy at our Point of Sale, ensuring visibility to all store visitors (please refer to the attached picture of the posted Return Policy).
  Following the completion of the purchase, our specialist reiterated our Return Policy to the client, who acknowledged it by writing her initials on the receipt (please find the signed Return Policy attached). Our store policy allows for store credits or exchanges within 30 days of purchase, but we extend an invitation to our clients to visit our store so we can find a solution for them. Often, a slight adjustment in size, strength, or even style can make a significant difference in comfort and results. We are dedicated to ensuring our clients' satisfaction and are here to assist them every step of the way.

  Customer Answer

  Date: 05/31/2024

  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
  Response to Business Reply on Complaint#********
  On my visit of March 4, 2024 the visit didnt go exactly as stated by the respondent.
  Myself and **** entered the store as we rode thru ************ that day,   Yes,we were greeted after a bit as the store was quite busy. Infact there was another client that walked in with us and waited.   We were brought to a waiting room for the consult on the product.   We were asked if we could have our feet placed on a mat with shows impressions for them to get an insert in back of store.   When she returned she also had a pair of sneakers for me to put on with the insert in them. I did walk with them and I did mention that they felt fine and my heal was lifted a bit to take the pressure off the planter fasciitis in my foot at the moment. I had to get a cortisone shot to relieve the issue and wraps. **** had also tried one in a sneaker they brought out for him.  He was not too keen on it but then again, was talked into the insert and he could return them.   There was NO trying on all inserts, as how can you tell a difference if you have to wear them for hours during the day then you put a different one in for the next hours.   After the initial walk, there were inserts brought out to go with the program.   Also, there was a pair of clog like shoe that was brought out for me to purchase, and those dont need an insert as they already have one. 
  The Return policy was described that if after you try for a period of time at home and you are not satisfied you could return them.   No credit only was mentioned.  Again, if the product doesnt work why would you want a store credit?  Like others, refund the product cost to have the customer happy.    At the *** it was mentioned to (forceably) initial the bottom for a return.  And that was not until they took the credit card and rang thru for  approval. It was said ..hold the product until they sign.  Even the older women that purchased a set was totally surprised at the cost that rang up at the registershe was like what!  So evidently she was not told the cost in the demo room until ringing at the register like us.
  I did respond to the store numerous time regarding the return.  Each time they told me that with my concerns that the Store Manager, who is in *********** store most of the time, would call me back to go over.    My husband is a very ill man and was in the hospital most of this time period, infact at one point they had told us he was not going to make it that evening and be prepared.  I did mention this to ***** and asked that I would bring the items which have NEVER been used by ****, back to the store for refund on Credit Card.   Stated she would see what could be done.  Myself, I cannot wear the inserts as they do not work for my problems in feet/legs. Infact I had surgery this week to correct a problem.  The inserts are just not meant for us to wear and use.  Why would a Refund not be issued??   
  Our request is to have a refund on the Credit Card.  The products will be returned.   I have worn the sneakers for a period of time and also the clogs. Those I understand will not be refunded.
  If others can wear these plastic inserts, fine. It is just not meant for us.  We tried.  My husband actually had to put his feet into a box of foam product to have inserts made by a Podiatrist Doctor where his feet are really irregular.
  Another FYI:    ***** had put a foot vibrating massager on both of us and she left the room.  I then read a pamphlet on that that was in the room and it stated that if an individual has any medical issues as a pacemaker or defibrillator, that machine was NOT to be used as it could case issue.  When she returned **** let her know what the pamphlet said and he mentioned he has both,  2023 surgery.  She never asked!!  She immediately took the machine away and apologized for not asking anything about medical.  
  Again, a REFUND on Credit Card is requested.  We were within the time limit for product return.
  Thank you for time and correspondence on this issue.  Wait to hear reply.
  ******************; 5/31/24
  Regards,

  ******

   

   

  Business Response

  Date: 06/14/2024

  Regarding the complaint filed by the client, we stand firmly by our policy and response as outlined in our previous correspondence. We have thoroughly reviewed the situation and remain confident in the actions taken. We're still extending our invitation to the client to return to the store for a review of the adjustment process. It appears there may be a misunderstanding regarding the system's usage during this process, and we're eager to provide clarity and support.

  Customer Answer

  Date: 07/09/2024

  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. 

  I am rejecting the reply sent by Good Feet on 6/14/24.  Their actions taken are completely wrong in this case.
  The system usage for the product is not a solution.  The product needs to be returned to them and a full refund.   There is attached at least one of the many visits to Orthopedic that have been done by my husband proving that the insert (1) that he wore home from store that day does not work for him.  I had let them know that many times. The product from them is still in boxes.
  
  Jan 
   

  Business Response

  Date: 07/10/2024

  Regarding the complaint filed by the client, we stand firmly by our policy and response as outlined in our previous correspondence. We have thoroughly reviewed the situation and remain confident in the actions taken. We still want to extend our invitation to the client to return to the store for a review of the adjustment process. There could be a misunderstanding regarding the system's usage during the adjustment process, and we're eager to provide clarity and support. Additionally, even subtle adjustments in size, strength, or style can significantly enhance comfort and effectiveness. We look forward to assisting them on this journey once again.

  Customer Answer

  Date: 07/14/2024

  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
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:04/16/2024

  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 was promised the arches would help my foot pain, I was promised I would be able to walk without pain in my ankles, knees and hips! I was there for 2 hours and agreed to purchase the arches he showed me. As soon as I agreed, I was quickly sent to the check out area and told of the cost. At that point, I agreed if it was going to get relief. I asked about a refund policy, the manager quickly put a pen in my hand and instructed me to initial the paragraph. This purchase was on 9-1-2024. I was told to give it time. I have worn them faithfully and as instructed. Enough is enough. I have had no pain relief. Actually, the pain is worse now than when I first went to The Good Feet Store. I feel the sales pitch was deceptive and they took advantage of my vulnerability. The Good Feet Store arches have not helped and was just told whatever would get them a sale!! I did complain. I was told I could return and exchange it for $1.700 worth of sneakers!

  Customer Answer

  Date: 05/01/2024

  I also sent a compIaint to the main company. I was informed someone would contact me in 36 hours. That was almost 3 weeks ago.  I have not heard from the business in response to my complaint.  

  Business Response

  Date: 05/03/2024

  We are sorry to hear about the issues our client has experienced with adjusting to their new supports; we are committed to finding a solution to best support her. Often, a slight adjustment in size, strength, or even style can make a huge difference in comfort and results. Our store's policy permits store credits or exchanges within a 30-day window, but this no longer applies as the deadline for the client to return her purchases for store credit was October 1, 2023. During the Free Demo completed at our store by our client on September 1, 2023, our client was told verbally about our Return Policy while still being in the Fitting Room. Once she verbally agreed to our Return Policy,we went to our Point of Sale, where you can see our posted Return Policy, which is visible to everyone that comes into the store (please find the posted Return Policy picture in the attachment). Once the purchase was completed, the specialist reminded the client about our Return Policy and the client acknowledged by writing their initials in the receipt (please find the signed Return Policy in the attachment). We extend an invitation to the client to visit our store for a refit session, where we can work together to find the optimal solution for her needs.

  Customer Answer

  Date: 05/07/2024

  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
  
  

   

   

  Customer Answer

  Date: 05/10/2024

  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
  
  Regards,

  ******

   

   

  Customer Answer

  Date: 05/13/2024

   

   I've been wearing 'the good feet' arches with no relief for approximately 9 month. I was promised a product that would help relieve my pain and give me a better quality of life physically and mentally. 

  Instead, I was sold falsehoods about the 'good feet' arches, duped with false advertising and manipulated with sneaky sales tactics. I fell victim to believing this product was going to give me pain relief. 
  
  After being shocked about the price, I inquired about the commercial mentioning the cost being between $200-500. I was quickly informed that was meant for children. 
  
  I was extremely reluctant. However, I  purchased them because I was manipulated into believing it would give me relief!
  
  This has not been the case. I trusted this company.  I wore them as instructed. I gave it time like I was instructed. I do not feel comfortable putting on another set of the 'good feet' arches!!!
  
  I would greatly appreciate a reimbursement and I will gladly return the arches.  
  
  

  Business Response

  Date: 05/23/2024

  We extend an invitation to ***************** to revisit the store, where we can provide further guidance on the adjustment period and assist her in achieving success with her supports. We value ***************** as a customer and would be more than willing to work with her to address any concerns or questions she may have. Often, a slight adjustment in size, strength, or even style can make a huge difference in comfort and results. We remain committed to providing exceptional service to all our customers.

  Customer Answer

  Date: 05/30/2024

  You're suggesting I return for an  adjustment.  The first one didn't work and caused me pain and hindered my quality of life and mental health.  I trusted this companies word and fell for their promises.  What happens if the second set doesn't give me relief?  I am left with  a $1.500 bill for a product that your company promised relief. If so, I would be willing to accept a store credit and purchase other items.

  I trusted your company. I would appreciate the same treatment in return. You make billions of dollars off people who believe in your product.  I feel the least this company can do in MY situation is make me whole!

   

  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/05/2023

  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.

  August 3, 2023 $1,857.00 The Shoes I purchased were wrong for my feet I was not allowed to return the shoes because after I purchased them I had to initial a receipt the said no refunds allowed, only credit. I should have cancelled the entire order at that point, but I didn't hoping that they would work out okay. When I got home I realized that the shoes were not like the ones I had and would never fit.It is not like I was looking to return the entire purchase, Just the shoes $145.43.

  Customer Answer

  Date: 09/04/2023

  The Good Feet Store

  ***********

  ********, **

   

  Business Response

  Date: 09/21/2023

  Dear ***/*****,
  
   
  
  I am writing in response to the recent complaint #******** filed by ******************************* regarding her purchase of arch support systems with ****** sneakers on August 2, 2023 at the Good Feet Store in ********, **. I have thoroughly reviewed the details of this case, including the attached receipts, and would like to address the concerns raised.
  
   
  
  On August 2, 2023, both ******** and ******************************* were thoroughly briefed on our store's return policy during the complimentary demonstration that preceded their purchase. Furthermore, our refund policy is prominently showcased at eye level on our front counter (see attached), and it is re-emphasized when we present the receipt for the customer's initials acknowledging the policy. Attached is the receipt, duly initialed by ********, thereby acknowledging her understanding of our policy. (attached)
  
   
  
  On August 4, 2023, ******** chose to exchange her sneakers for a different style. Once again, she was reminded of our store policy and duly signed the receipt, indicating her understanding of the terms (please refer to the attached receipt).
  
   
  
  Upon being notified of a complaint on September 18, 2023, we promptly reached out to ********. After finally connecting with her on September 20, 2023, we discussed her satisfaction with the product. It was conveyed to us that while she was content with the arch support systems, she was not satisfied with the sneakers she had chosen. Though it has surpassed our 30-day window for a store credit, we extended ******** the option of either a store credit or the opportunity to select a different shoe from our inventory. We assured her that we have a variety of styles available to accommodate her needs. While she appreciated our offer, she ultimately declined.
  
   
  
  Furthermore, we also offered ******** the option for her husband, ********, to utilize her store credit towards a purchase for himself.
  
  We take customer satisfaction seriously and strive to ensure a positive shopping experience for all our patrons. We regret that ******** did not find our resolution satisfactory, despite our efforts to accommodate her.
  
   
  
  We value our customers and appreciate the opportunity to address any concerns they may have. We hope that this response clarifies the steps we have taken to resolve the matter.
  
   
  
  If you require any further information or have additional questions, please do not hesitate to contact me.
  
   
  
  Thank you for your attention to this matter.
  
   
  
  ***************************| District Manager