[redacted] purchased an arch support from the Good Feet Store in Southport on February 14, 2015. At the time of his purchase he was explained our return policy and signed a receipt stating that we did not offer refunds for any reason...the purchase was final and the product could only be...
returned for in-store credit only. About 3 weeks later we received an email dated March 6th from [redacted] stating that his condition had worsened and that our product had caused more issues. On March 7th Amanda, the store manager, responded to [redacted]'s email and invited him to come back to the store to be resized and see if there was something else we could do to allow him to gain the most benefit from our product. Amanda, after doing some research believed it was a sizing issue and that if he was willing to come back that we could provide the satisfaction he was looking for. [redacted] then responded that the only remedy that he was looking for was a full refund and if that wasn't provided he would seek legal action. "I will not settle for anything less" he stated (See attachment for full email). Amanda forwarded me the email on March 9th. On March 11th I emailed [redacted] that I would love to talk to him about his recent experience and hopefully be able to provide some resolution for him (See attachment). I asked that he please give me a call so that we could discuss and provided my contact information. I heard nothing back from [redacted] and was next alerted through the Revdex.com that he was still not satisfied with his product. I would have loved to talk with him before he escalated this matter to anyone else and was more than willing to provide the remedy that he was looking for. On March 20th I finally had the pleasure of talking with Mr. [redacted] and provided him with a full refund of his purchase....$281.41. We at Good Feet stand behind our product and have been able to provide solutions for thousands of Hoosiers for the past 12 years. We realize that our product doesn't work for everyone and are willing to do whatever it takes to provide exceptional customer service. Eric B[redacted]President Good Feet Indy
To whom it may concern, [redacted] purchased product from the Good Feet Store on October 3, 2014. At the time of purchase it was explained to her that all sales are final and that if for some reason that she needed to return her orthotics she could do...
so for an in-store credit ONLY!! About 3 weeks later she dropped of a note from her Podiatrist stating the devices she had purchased were not appropriate for her foot condition and that her issues could only be alleviated with custom molded insoles. I received this letter the beginning of November and tried to reach out to American Health Network to validate the letter and speak with the Podiatrist about the additional issues our orthotics had created. I received no call back and attempted a second call 2 weeks later. [redacted] returned in December and asked if she could receive a full refund for her purchase. She was told that the owner was working on resolution and that he would contact her with possible remedies after he spoke with her doctor. I again tried multiple times to reach for the Podiatrist and never received a return call. [redacted] came back in over the holidays and wanted to know why she had not heard back from the owner. It was explained, again, that the owner would call her with some type of resolution as soon as he possibly could and that I was currently out of town on vacation not to return until January 5th. I was informed, upon my return, that [redacted] had contacted us again looking for a refund and stated if we did not contact her she would file a formal complaint and dispute the charges with her credit card company. I tried at least 6 different times over the next week (Jan. 6th-13th) to contact American Health Network....leaving messages on voice mail and with the receptionist/ nurse to try to gain some insights so that I could provide some type of closure on this matter. Finally on 1/14/2015 I received a call from the Podiatrist office saying that [redacted] was a patient and that she was seeing one of their doctors with foot alignments that required a custom molded insole. She validated the letter and I thanked her for finally getting back with me. That afternoon I contacted [redacted] and apologized for the delay in getting back to her, explained the lack of response I had received from her doctor for 3 months and offered her a refund for her orthotic purchase. The refund was processed on 1/15/2014. While I understand that this process of resolution took entirely too long and that I should have reached out to Ms. Sheets and updated her throughout, I was just trying to ensure that the doctors note was valid because we have a strict no refund policy. I had no intention of it taking this long!! Eric B[redacted]PresidentGood Feet Indy
[redacted] purchased an arch support from the Good Feet Store in Southport on February 14, 2015. At the time of his purchase he was explained our return policy and signed a receipt stating that we did not offer refunds for any reason...the purchase was final and the product could only be...
returned for in-store credit only. About 3 weeks later we received an email dated March 6th from [redacted] stating that his condition had worsened and that our product had caused more issues. On March 7th Amanda, the store manager, responded to [redacted]'s email and invited him to come back to the store to be resized and see if there was something else we could do to allow him to gain the most benefit from our product. Amanda, after doing some research believed it was a sizing issue and that if he was willing to come back that we could provide the satisfaction he was looking for. [redacted] then responded that the only remedy that he was looking for was a full refund and if that wasn't provided he would seek legal action. "I will not settle for anything less" he stated (See attachment for full email). Amanda forwarded me the email on March 9th. On March 11th I emailed [redacted] that I would love to talk to him about his recent experience and hopefully be able to provide some resolution for him (See attachment). I asked that he please give me a call so that we could discuss and provided my contact information. I heard nothing back from [redacted] and was next alerted through the Revdex.com that he was still not satisfied with his product. I would have loved to talk with him before he escalated this matter to anyone else and was more than willing to provide the remedy that he was looking for. On March 20th I finally had the pleasure of talking with Mr. [redacted] and provided him with a full refund of his purchase....$281.41. We at Good Feet stand behind our product and have been able to provide solutions for thousands of Hoosiers for the past 12 years. We realize that our product doesn't work for everyone and are willing to do whatever it takes to provide exceptional customer service. Eric B[redacted]President Good Feet Indy
To whom it may concern, [redacted] purchased product from the Good Feet Store on October 3, 2014. At the time of purchase it was explained to her that all sales are final and that if for some reason that she needed to return her orthotics she could do...
so for an in-store credit ONLY!! About 3 weeks later she dropped of a note from her Podiatrist stating the devices she had purchased were not appropriate for her foot condition and that her issues could only be alleviated with custom molded insoles. I received this letter the beginning of November and tried to reach out to American Health Network to validate the letter and speak with the Podiatrist about the additional issues our orthotics had created. I received no call back and attempted a second call 2 weeks later. [redacted] returned in December and asked if she could receive a full refund for her purchase. She was told that the owner was working on resolution and that he would contact her with possible remedies after he spoke with her doctor. I again tried multiple times to reach for the Podiatrist and never received a return call. [redacted] came back in over the holidays and wanted to know why she had not heard back from the owner. It was explained, again, that the owner would call her with some type of resolution as soon as he possibly could and that I was currently out of town on vacation not to return until January 5th. I was informed, upon my return, that [redacted] had contacted us again looking for a refund and stated if we did not contact her she would file a formal complaint and dispute the charges with her credit card company. I tried at least 6 different times over the next week (Jan. 6th-13th) to contact American Health Network....leaving messages on voice mail and with the receptionist/ nurse to try to gain some insights so that I could provide some type of closure on this matter. Finally on 1/14/2015 I received a call from the Podiatrist office saying that [redacted] was a patient and that she was seeing one of their doctors with foot alignments that required a custom molded insole. She validated the letter and I thanked her for finally getting back with me. That afternoon I contacted [redacted] and apologized for the delay in getting back to her, explained the lack of response I had received from her doctor for 3 months and offered her a refund for her orthotic purchase. The refund was processed on 1/15/2014. While I understand that this process of resolution took entirely too long and that I should have reached out to Ms. Sheets and updated her throughout, I was just trying to ensure that the doctors note was valid because we have a strict no refund policy. I had no intention of it taking this long!! Eric B[redacted]PresidentGood Feet Indy