Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased insoles from the Good Feet Store on 01/29/22 hoping that they would help aleviate back pain. I followed their protocol for wearing the insoles going back 6 times because they said it can take multiple insole sets to find the combintion that will work. No combination has worked and now I have hip pain that my doctor says was probably caused by wearing these inserts. She has recommended I discontinue their use. When I went to the store this last time, the manager suggested that I use "relaxers" only to give my body time to rest. Then I could start over. When I asked for a refund she said since its been over a year and I've been seen 6 times she could not refund my purchase. The inserts are causing me more problems rather than solving them.

  Business Response

  Date: 06/30/2023

  ***********************;originally purchased on 1/29/2022. Standard Good Feet policy is 60 day resize/exchange, no refunds, and is stated on the sales receipt. As part of our commitment to our customers, we follow up with them via follow up calls to see how they are doing. Making sure they are receiving the results and benefits they came in to get. If they are having issues, we invite them back in to see what is going on and help resolve. 
  Throughout the beginning of last year, we worked with ********** (on 3/16/22, 4/29/22, and 7/15/22), taking her through various adjustments in order to address her concerns. In line with our long-term investment in our clients, we were happy to continue to work with ***** when she returned to the store this year (on 3/8/23, 5/3/23, 6/22/23).  
  As always, quality customer care is very important to us, and so we would love to connect with ***** and come to a suitable resolution.  
  Please have ***** reach out to the store at **************, or to our care team directly at [email protected] for further assistance.  

  Customer Answer

  Date: 07/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After giving a year and a half to this process that only made my body feel worse, I do not wish to continue. My doctor has recommended discontinuing wearing these inserts and trying a different shoe.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/17/2023

  We have reached out to this customer and reached a satisfactory resolution for both parties.

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did receive a phone call from the Good Feet Store. The sales representative did not reference this complaint and appologized for not following up after my initial purchase. I explained that I had been in to the store several times and worked with many other representatives. He said he would be happy to work with me and I told him I was not interested.
  
  The inserts from the Good Feet Store made my pains worse. After my doctor recommended different footware. I have no desire to start the process over. 
  
  I am not satisfied with the company's effort to resolve this matter.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/21/2023

  Could you please see that this BBB is removed from the ** BBB and transferred to the Virginia BBB.

   

  Thank you

   

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

  Good Feet Worldwide | *********

  **** *********************** | ********, ** *****

  o ************** | f**************

  e********************* | wgoodfeet.com

  Business Response

  Date: 09/04/2023

  Our team was able to get into contact with ************************* and a manager connected with her at a follow-up appointment on 8/4/2023. At that appointment, we were able to come to a suitable resolution, and ***** was satisfied upon departure.  
  This situation has been resolved. 
  Kind Regards. 

  Customer Answer

  Date: 09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/05/2022

  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.

  On 6/11/2022 I paid $1457.34 for arch supports. The business committed to provide me “custom fitted arch supports to alleviate pain in feet, knees, hips or back. Custom arch supports designed to support four arches of the foot, placing the feet in the ideal position, and aligning the body from the feet up.” The nature of my dispute is an ill-fitting product with deceptive sales and advertising strategies. I am not satisfied with the arch supports that I purchased. They cause pain rather than provide support. Also, I was not told that the arch supports were limited to certain types of shoes. I’ve tried to work with the business, but they are not responsive. I need the BBB as an advocate to help me. I returned to the store several times to exchange either the cushions or the arch supports for better fitting products. I also emailed corporate customer service representative, Sandy K***************. I spoke to and tried to work with Demetry B****** and Terese G*******, Senior Arch Support Specialists at the Fairfax, VA Store. The dates and reasons for me returning to the store are below. 6/13/2022 – Returned and exchanged ***** Athletic Cushions large for medium 6/14/2022 – Returned and exchanged ***** Athletic Cushions for Dress Cushion medium for medium. The cushions did not fit my shoes and were causing the fit to be too tight. 6/14/22 – emailed Good Feet Store website customer service. 6/21/2022 – returned to the store, was fitted for a different set of arches. 6/24/2022 – called store to inform them that the arches were too wide and didn’t fit properly in my shoes. The arch supports were not wearable and caused the heel to rub and blister. I did not receive a return call or email. I stopped wearing the arch supports. 7/12/2022 – Returned to the store 30 day service appointment. I wasn't serviced and haven't returned to the store nor have I worn the supports. I asked for a refund in person and in writting. The business has not tried to resolve the problem.

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair 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.

  I purchased inserts from this store on March 30, 2022 to alleviate foot pain. These inserts have not resolved my foot pain. I made several visits to this store over the past several months to try different inserts to resolve my foot pain but my foot pain has not been resolved. So I want my money back. Considering how expensive these inserts were (over $1500) and that these inserts can be returned and sold to another customer, I feel getting my money back is a reasonable request. I have been in contact with the store manager, *************************, but he has not responded at all to my request to return my money. He's wanted to talk more about this issue but there really is nothing more to talk about. I want my money back.

  Business Response

  Date: 11/16/2022

  ****** ****** made his original purchase on 03/30/2022. Standard Good Feet policy is 60 day resize/exchange, no refunds, and is stated on the sales receipt. As part of our commitment to our clients we follow up with them via follow up calls to see how they are doing. Making sure they are receiving the results and benefits they came in to get. If they are having issues, we invite them back in to see what is going on and help resolve. 

  In pursuit of this, we called ****** on 11/4/2022, and we left a voice message and sent him an email inviting him back into the store to resolve his concerns. As of this today, 11/15/2022, ****** has been in direct communication with a manager by email, and we have an appointment scheduled for November 18th at 4:15pm to resolve this issue. 
  

  Thank you.

  Customer Answer

  Date: 11/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  --------- Forwarded message ---------
  From: ***** ****** <**********@*******.net>
  Date: Sun, Nov 27, 2022 at 5:59 PM
  Subject: Complaint #********
  To: <[email protected]>
  
  

  Dear Sir or Madam,

  I am writing to let you know that the business did respond to my emails and did give me a refund for my previous purchase.  So, I am satisfied and the issue with this business is resolved.  Please revise the review for this business to reflect this resolution.  Thank you.

  ***** ******