The Good Feet Store

This was my first visit to a Good Feet store I was just trying to get information Of course I left with a purchase Less than they would have liked Sales pitch was like trying to buy a car...seemed very orchestrated and planned In the one or two months they want you to give the supports a trial, my injury may resolve itselfP.S Trying them out, but did not like the sales pitch Will let you know So frustrated with the sales pitch that I bought into It's a lot of money I hope they work...but so disappointed in the sales pitch

Customer will be refunded shortly

Dear ***,
Since your initial purchase on 6/10/13, we have tried hard to adjust and replace the arch supports that you purchased As of today, 9/9/14, a year after purchase, we are still willing to assist you in making things right The best we can do at this point is to issue you a store credit in the amount of your original purchase of $ You can use this credit amount in exchange for shoes, running shoes, accessories and even a gift card Please contact *** in our *** *** store to assist you in you store credit exchange (619-278-0815)
Regards,
***

Revdex.com:
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 went to The Good Feet Store in Albany wanting to purchase shoes as I had already had custom inserts made for my feet that were not working. My husband had called ahead and made a 1:PM appointment and he was told that I should bring all foot related wear with me for the appointment. We arrived on time with a bag of footwear. There were employees present and they did not seem to be aware of my appointment and had us sit in a semi private area until they could assist us. Two of the employees seem to be training and an older women seem to have been there for awhile. The two employees that seem to be training came over and had me fill out some paper work as to my foot problems and then did some tests. At this point we asked about shoes which is what we wanted to purchase. I am a wide and they proceeded to show my husband that they had nothing for a women's wide. I went over to look at shoes and pointed out a few that might work for me and again was told they do not stock women's wide. I was told I would have to pick from a catalog, pay for them up front, when they came in come back for a fitting, if they didn't fit I would then have to do the process all over again. I live in Pittsfield which is an hours drive to Albany and I have already spent a lot of money on ordering shoes on line that have not worked for me. So this was not an option for me as I was hoping to be fitted properly for shoes as I am in the Food and Beverage Business and I am on my feet hours a day.So due to the fact that they did not have shoes for me they proceeded to sell me inserts. They did some tests and decided that what they had chosen was perfect for me. NO one ever asked about my bag of shoes. I did show one of the ladies that was training the custom inserts I had that did not work for me and she really did not say anything. The employee that had been there for a while was the one that convinced us that this would be my salvation. She told us how she has the same problem and that she could not work without the inserts. And two employees told us that if we are not happy in days we can get a full refund no questions asked. My husband knows the pain I am in everyday and he also knows the money we have already spent on my feet. We both never would of agreed to spend $on inserts if we did not believe we could get a full refund in days no questions asked. We were verbally told this and trusted our salesperson so why would we read all the print and sign for something that was totally different than what we were verbally told? I would never have agreed to a store credit as they did not have anything for me to purchase in stock.My husband called on Monday, April to let them know that the inserts were not working, my feet hurt more than ever, and we would be returning them for a full refund as we were within the day period. This is when we found out about the percent restocking charge and that the balance would be in a store credit. I would of never agreed to this if it was presented to me by a sales clerk as I have already told you they had nothing for me in stock for shoes.My husband was told that the store manager would call us back. On Tuesday, April at 11:AM the store manager called back. I explained to him what we were verbally told that we would receive a full refund within days no questions asked if the inserts did not work and he told me he would have to look at the store video of my sale. He also asked me about my use of the inserts and I told him I did what the sales clerk told me and he indicated that she was wrong in what she had told me and did I read all the information. If you have qualified people selling a product why would I have to read all the pamlets...shouldn't they know what they are selling??? To date I have not heard back from the store manager concerning such a video.My husband and I are hard working middle class people with great credit. We are not trying to scam anyone we are just fighting for what we were verbally told. We want to return the inserts for a full refund as we were told by the employees that took care of us.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** **
They never called me to see how things were coming alongI continued to go back and forth to the business and they kept changing the supports telling me these should help to fix any pain you haveI finally settled on a certain pair of supports that seemed to feel better and never went backFrom that time on I have dealt with pain in my feet constantly til I filed this claimI decided to stop wearing the supports that this might get rid of the pain, and it hasI only wish I had done this sooner bad on meThe store never gave me a opportunity to return the product since they insisted that it takes time for the body to adjust to the supportsOnce again The product didn't work for me and I'm sure I'm not the first to ask for my money refundedI feel I did my part in giving the product a time frame within reason to correct my foot problems and it didn't resolve the pain I had

This is in response to a complaint received from Revdex.comMrs*** *** a customer that purchased orthodics from Good Feet on on 7/6/ in
the amount of $
Good Feet received a call from Mrs *** in August 2015 telling us that her flex plan was denied for her purchase of orthotics and she wanted to return them. We explained to Mrs*** that we do not offer refunds due to the personal nature of the product as was explained and signed by Mrs*** at the time of her purchase. We Offered to refund the flex account and transfer the balance to care credit providing her with months interestSeptember of 2015 we spoke with Mrs *** and she informed us that she was in the process of obtaining a Doctor's note that would allow the flex plan to pay for the orthotics.
We did not hear back until October and at that time Mrs *** was offered a discount for any inconvenience and again offered to put the balance on care credit giving her Months to pay with out any interest charges. She said she would get back to usI have not received a call back since our last conversation in October 2015.
Mrs*** stated in conversation that she is pleased with her orthotics and we are happy to help Mrs *** and would like to still offer to transfer the balance from the flex account and onto the care credit with the months 0% interestWe are pleased to extend this offer until the end of March

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I wanted to thank you for your help in this process it was greatly appreciatedThe Good Feet store also handled everything very nicely and promptly

This complaint by *** *** was resolved by our store on 4-4-17. The customer was advised at the time of purchase that the Good Feet storeoffers a return policy of "in store credit only" for up to days frompurchase and a 12% service fee would apply. We decided to go outside
ofour policy in order to accommodate *** as we provided her with a 50/50split in store credit and refund without charging a service fee. Thiscustomer accepted our offer and obtained this refund/credit on 4-4-17. Good Feet now considers this situation closed and resolved

The Good Feet Store sells orthotics and arch supportsThere is a no refund policy-instore credit only on the orthotics and arch supports that we sellWe follow up with ourcustomers along with offering exchanges to help the product become successful for them.The customer is informed of thisThey
do sign off on the policy, are given a copy of thepolicy, it is on the sales receipt that is also sign off on and along with being posted in thestoreSupporting documentation is included.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The Good Feet Store understand that no one, especially valued clients want this product to be unsuccessful when purchased and used properly. Yes of course we will do a refund for Mr. [redacted] that he receive on 4-6-17. Mr. [redacted] did purchase our product on 2-4-17. The Good Feet Store does...

do 3 follow up calls along with exchanges to help our clients with comfort and success. We called him to follow up to see how he was doing with the product on 2-13-17. Mrs. [redacted] said he was doing well. The Good Feet Store called again to follow up on 2-21-17 and left a phone message. Mr. [redacted] called back saying that he thought he needed a wider product. He did come in for an exchange on 2-25-17 for the wider product. We made our third call to follow up on 3-5-17 and left a phone message to see how he was doing with the new product.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Regards,
[redacted]How they could say I found relief after being in the support for not even five minutes is ridiculous! I want my money back, certainly not a store credit as the product is a rip off and a false claim. Which I suppose is why they dont offer a refund. I will call [redacted] and The [redacted] show where I heard your commercial and will certainly tell them it is false advertising and will also post it on the [redacted] web page as well as my own. I want my MONEY BACK in FULL! My next step will be to retain an attorney and get my Dr's testimony also that the product is a rip off. and a danger.

The Good Feet Store after reviewing our recorded store video footage from the store that day found that the client was very pleasant and felt relief at her time of purchase. The Sales Rep and Store Manager of 10 years were present at the time of the sale. We found that nothing was...

misrepresented. If comfort is her issue Good Feet offers unlimited exchanges to help with comfort. If this is not desired we offer store credit with a 20% service charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[My reply letter to [redacted] on this matter is attached as a pdf as well as other assisting documents.  We want the same settlement as was obtained by the Eastern Missouri Revdex.com for a similar situation at about the same point in time as we were dealing with one of these stores. there should be 4 pdfs attached, I had more but it appears I would have to mail them]
Regards,
[redacted]

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I spoke with Theresa and the store manager at the Albany Good Feet Store, and my refund was processed after returning the orthotics to the store.Regards, [redacted]

Dear Lou Ann Pedersen,Spoke to [redacted] by phone today. I let her know we are sorry the supports did not work out for her. The Albany store manager will be calling [redacted] to set up a time when she can return the supports for a full refund. Sincerely,Theresa M[redacted]

We take much pride in our Outstanding Customer Service and we stand behind our Arch Supports 100%. We were and are willing to continue working with Mr. [redacted] to refit and work with him as long as it takes to get him in the "RIGHT" Arch Supports that will provide him comfort, balance, and...

support. We attempted to do so. It does take patience and time to break in the supports to wear comfortably and to achieve the desired results. This as well was explained to the customer. When I refit and did the 2nd adjustment her did indicate that he was feeling the correction, comfort, balance and support. It was just taking longer than he anticipated or expected. I again reiterated patience and that the foot issues did not occur overnight so we can't expect immediate long term results. Mr. [redacted] was told that we do not do refunds, he initialed and signed his sales receipt that states this policy. The NO RETURN POLICY is clearly posted in 2 areas of our Sales presentation floor. We gave the customer a Store Credit for the full amount of his Arch Supports to which he agreed. Our Store Credits do not expire, can be used to purchase anything we carry in the store, and are transferable. I would welcome the opportunity to continue to work with Mr. [redacted] as I am confident we can assist him with his needs. [redacted]

Initial Business Response /* (1000, 10, 2017/03/07) */
Good Feet is a retail arch support store that specializes in our own line of over 20 different prefabricated arch supports. Good Feet arch supports are sized according to the arch length; therefore, all of our customers go through a personal...

fitting and presentation on what our arch supports are designed to do.
On October 15 2016 Mr. [redacted] came in with heel pain as his primary discomfort. He also mentioned some ankle and knee discomfort. Our employee took a footprint of both feet and took measurements of his foot length, width and the arch length. Based on his sizing; arch supports were presented and sized up to him, along with a balance exercise we do with our customers. This exercise is done to show how much better balance our customers can gain while wearing the supports.
The Good Feet "3-Step System" is what is presented to all customers' who visit a Good Feet store. This is a system that over the years, Good Feet strongly believes in. In the long run, the customer has 3 different types of supports to accommodate their different shoes and activities. It is a very successful system as well as a beneficial one for the customer. However, the customer can purchase whatever they are comfortable with: one support, two or all three. Mr. [redacted] chose to purchase 2 of the 3 arch supports. Which they did address his heel discomfort.
We offer follow up calls each customer which the first call is done 1 week after purchase. In Mr. [redacted]' case he could not be reached and a message was left that we were checking to see how he is doing and if he was following the provided adjustment schedule. We did not hear back from him. On November 10 2016 our employee made the next follow up call and was able to talk to Mr. [redacted]. He mentioned that he had some pain come back and she said to make sure that the arch supports are placed in the correct position in the shoes and to switch out supports after wearing them for 8-10 hours.
On November 19, 2016, Mr. [redacted] called and said the arch supports were hurting and our employee asked him to come in as we provide a 60 day resize, exchange and follow-up program with all customers. She wanted to check the arch supports and to see if he needed adjusting in size, strength or even style of support. On November 26, 2016 Mr. [redacted] came in and she exchanged his arch supports without any extra cost to him.
After working with Mr. [redacted] and not hearing back from him, he then came in December 17, 2016 and asked for refund for the arch supports. This is where we went above and beyond our policy of all sales are final and did provide a refund minus a 20% restocking fee as used supports are not resold as new.
Good Feet has gone beyond store policy. Mr. [redacted] was satisfied with the end result of a partial refund.
Sincerely,
[redacted]
Owner
Good Feet Store Ft Wayne, IN
Initial Consumer Rebuttal /* (3000, 12, 2017/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In all this time I have been waiting for a response from you I have talked to another good feet store employee and they said it sounds like I was given the wrong size of inserts to begin with. I also asked them and they said they would have given a FULL refund!!! I was never told of a restocking charge and no I was never satisfied with a partial refund, you owe me a Full refund and a doctors office visit
Final Business Response /* (4000, 20, 2017/03/20) */
The letter we received said to respond by March 18th. We did not receive it until March 15th. Sorry for the delay. We will work with Mr. [redacted] and provide a reimbursement for the [redacted] restocking fee, the amount that is shown on his receipt. We can not provide any refund for any doctor visits. All stores work with the customer first, then if all options have been exhausted, then a refund may be issued with a restock fee, which is pretty typical for most Good Feet stores. Each Good Feet store does have their own policy for exchanges, restock fees and if available, a refund. We can mail a check to the address we have on file. Thank you, [redacted], owner Good Feet, Fort Wayne store.

Initial Business Response /* (1000, 6, 2015/02/12) */
My name is [redacted], I am the owner of the Good Feet Store and a Certified Pedorthist. It sounds like Mrs.[redacted] may need a size adjustment or possibly a different set of supports. We have a 30 day exchange period however we will...

absolutely extend that to accomodate Mrs. [redacted]. I would like to offer my services to personally refit Mrs.[redacted]. I will be contacting her directly to setup an appointment in our Greensboro store as soon as possible.
I look forward to helping her resolve this problem.
Sincerely
[redacted], C.Ped.
Initial Consumer Rebuttal /* (3000, 8, 2015/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not wish or need to be refitted with inserts. I already have 3 different sized pairs of different arch levels. I was told by the orthopedics doctor to stop wearing them and since I have not been wearing them, my heel pain has drastically gone down. I just want my money back, so that I can put it towards the physical therapy (which unlike the inserts from the good feet store) that has been helping my heel pain subside.

The complaint above was resolved in a satisfactory manner, the customer received her refund, half of the amount was credit to her credit card and store credit for the other half.Thank you