The Good Feet Store

Revdex.com,
 
Thank you for the opportunity to resolve this situation.  As our Revdex.com customer service record supports, our customers and customer satisfaction are our top priority.  As [redacted] indicated, he purchased our products over 1 year ago.  Following  [redacted]...

[redacted] purchase, we made follow-up calls and attempted to address any concerns he may have had with the product purchased with in our 30 day return policy.  All was well for a year.  On or about August 18th, 2014, he called our store and spoke to his sales representative about getting a refund.  His sales representative explained our 30 day return policy and despite being over 1 year, she asked [redacted] if he would like to come back into the store so we can check he size and try to get the right fit.  He demanded his money back and threatened her that he was going to the Revdex.com.  
 
As much as we dasire to help [redacted] get the right product or fit, we will not refund any money after one year of the transaction.  We appreciate your support in this matter.
 
Regards,
 
[redacted]

We have spoken to the customer about the situation.  The customer agreed that she was presented with and signed a form informing her of our in store credit only return policy.  However Good Feet has decided to meet the customer in the middle and has offered a 50% refund and 50% in store...

credit which the customer has accepted.  We take each customer service opportunity very serious and we are pleased that this situation has been resolved.

To whom it may concern, It is my understanding that Mr. [redacted] made a purchase from a Good Feet Store many years ago. This Good Feet Store is no longer in business. Because each Good Feet Store is individually owned and operated; resizing policies will vary from store to store. Although Good...

Feet arch supports have a Limited Lifetime Manufactures Warranty, Good Feet corporate does not have a Lifetime Resizing Policy. This obviously must have been a policy this particular owner offered. It is also customary that if our customers who have been wearing Good Feet arch supports for several years, and they start to feel as if the supports are no longer working, or something doesn't feel right;' this is generally an indication that the supports need to be replaced under their warranty, which we will be more than happy to do for Mr. [redacted], and will even waive the $12.95 shipping and handling fee. Having his supports replaced is always the first step we do before a possible resize would take place, and in most cases; if a customer needs a new size; a new purchase is made as in eye lenses, worn tires, etc. Because Mr. [redacted] is so determined about being resized; Good Feet will gladly resize him via the mail, (which I do all the time) through corporate, as we can not insist a individual store owner to extent a policy that is not theirs nor is corporate's. I have returned his call only to receive his voicemail. Please have Mr. [redacted] contact me at: ###-###-#### ex: [redacted], and I will gladly sent him a print kit for his resize request. Sincerely, [redacted]

In response to complaint # [redacted] the customer has been issued a full refund on 11/20/2015 at the Good Feet Store in Encinitas.Thank you

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

Revdex.com1 00 Bryant Woods SouthAmherst, NY 14228Response: ID [redacted]Dear [redacted] did purchase orthotics along with arch supports from our Rochester Store on 4-24-2015. Care Credit was used (copy enclosed). Both applied on the same application...

with the same rep who happened to be the store manager. The backof the application does have the Right to Refund information on it along with the Care Credit packet that the application is detached from. The packet that contains the Right to Refund information is given to the customer to take home with them (enclosed is a current packet with application).At time of purchase instructions, warranty, exchanges, and no return policy had been gone over. Our return policy is posted in the store, on our receipt, in our warranty/instruction book, and warranty sheet that was signed off on by both on the samesheet (all copies of each enclosed). We do follow up calls after the purchase to help with any questions, break in time, and assess if any exchanges are needed. 4 phone calls were placed (copies enclosed) and each time a message was left. There were no calls returned to the store. We did receive a letter dated 4-20-2016 a year after purchase asking for a refund. I did call and set up a date along with a time that I myself would be able to meet them at the Rochester location to do an exchange to help gain more positives with the product. We did meet 5-15-2016, but exchange was refused without trying any other product on. A store credit was also refused. I explained again that we do have a no refund policy. An exchange at no charge can be done even though it is a year later along with our calls after their purchased to work with them were not returned. Store Credit is also an option with the return of the product that can be used for shoes instead of an exchange.Sincerely,Theresa M[redacted]

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]

Hello [redacted],Thank you for forwarding on the complaint from [redacted], Case # [redacted].I just received an email for the very first time from [redacted], requesting a refund from a purchase she made back in 2010. In her email which I've copied and...

pasted; she mentioned that the supports worked well for her until 2013, which she then went back to the store and had them replaced under their "lifetime" warranty. Many times our customers will come back to get their supports replaced under their warranty if their feet are staring to bother them again. When Good Feet replaces them with a new pair, the customers are back to getting the relief and better/stronger support from the new pair. It appears from 2013 to just now, [redacted] needs to have her supports replaced again, or even adjusted in size or strength which I offered, however she is requesting a refund instead. Please understand [redacted], Good Feet is a retail arch support store, and has a store policy. The standard Good Feet store policy is: 30 to 60 day re-size/exchange, no refunds. This is stated on the sales receipts (many stores have their customers initial the policy at the time of purchase) as well as posted in the stores, and Good Feet will continue to work with our customers in assisting them with the best supports for their lifestyle and needs. However; [redacted]'s request for a refund from a purchase 5 years later is quite surprising, and unfortunate, as Good Feet cannot refund on a purchase made 5 years ago. Below is our email conversation and what Good Feet has offered: I got your message about
no refund so what I am suppose to do with the arch support I got? I  am
going to a podiatrist now to see if I can get some custom molded orthotics for
my pain so I just wasted $280 dollars for nothing so now I am going to have to
spend more money for custom molded orthotics
 
On Wednesday, January 28, 2015 5:00 PM, [redacted] <[redacted]@goodfeet.com> wrote: 
Hello [redacted],
Thank you for visiting
the Good Feet website. Your feedback is very important to us.
Good Feet is sorry to
hear that you feel your supports are no longer providing you the relief and
support that they had when you first made your purchase, and are inquiring
about a refund. Due to the length of time you have had them, and refund is not
possible.
Although you’ve had to
have them replaced, there is a chance that they either need to be replaced
again, or you could possibly be moved into a stronger one, or your size needs
to be adjusted.
 If you have any further
questions; please don’t hesitate to give me a call. 
Sincerely, 
[redacted]
Director of Customer
Service & Franchise Training
Dr’s Own, Inc.
GoodFeet Worldwide
P:: 760.579.4078 | T::
800.509.4535 | F:: 760.804.0998
5923 Farnsworth Ct |
Carlsbad, CA 92008
E:: [redacted]@goodfeet.com | W:: www.goodfeet.com
“Have patience with all things, but, first of all with yourself”.
- Saint Francis de Sales 
From: '[redacted]' via General Info [mailto:[email protected]]
Sent: Tuesday, January 27, 2015 7:41 PM
To: [email protected]
Subject: the arch support I brought
I am sending this e-mail to ask a question about can I get my money back or
some of my money because my  understanding was that the arch support ( the
diamond ) which I paid $280 dollars for was to relieve me of my foot aching all
the time I brought them in February 19,2010 and they work for a little while
then I had to get a replacement pair through the warranty in February 22,2013 I
still have my original receipt and recently I had to go see a podiatrist about
my feet still aching I have a report from the podiatrist and hr is recommend
that I get custom molded orthotics since the support arch are not suitable for
my feet hurting all the time also the second pair I got only help relived the
pain for two months so my feet have been in pain everyday I have tried changing
shoes and the pain is relieve for a short period of time
 Please let me know if there's anything else you need. Sincerely, [redacted]Director of Customer Service & Franchise Training

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] I do not accept what good feet is offering because just like I said before if the insert was not going to help me for more than five years I would have not purchased them from good feet I would had went to a podiatrist before so good feet want me to keep on updating my inserts ever five years or so I do not have that kind of money and if I was to accept there offer I still will be paying them money for shipping to replace the inserts

Tell us why here...I contacted Revdex.com Because I received Justin J[redacted] phone number from thumbtack. I asked him to come over my house an take pics an give me estimate on outside work, an he gave me estimate for $150. When I called Justin J[redacted] on Friday Jan 8. To see if he was going to do work on...

Saturday Jan 9 2016. Justin J[redacted] never called back. I left several voice messages an text messages. I contacted Warren police to goto my property to see if anything was stolen. Justin J[redacted] threaten legal action, cause I told him to stay off my property an police has description of his vehicle. I contacted Revdex.com because I wanted Revdex.com to beware of Justin J[redacted] so another person isn't treated like this. I never gave him no money, cause Justin J[redacted] never did no work. I hope Revdex.com can record this so other people won't use this man for nothing.

Greetings [redacted], In response to complaint ID [redacted] filed by [redacted]; Good Feet's original response dated: Feb 3rd, 2014 stated that due to the length of time [redacted] has had the supports, a refund is not possible. The standard Good Feet policy is 30 to 60 day re-size or exchange, no refunds. This policy is stated on the sales receipt. [redacted]'s original purchase was made back in the year 2010. Good Feet is offering to go far beyond our standard policy and offer to exchange her supports for a different size, and/or style at no additional cost to her. Good Feet will send her out a print kit for her to make her footprints on to send  back to Good Feet (Good Feet will supply the shipping and handling fee) and will use the prints and some further information provided by [redacted], to re-size her and send her out some other supports to try, at no cost to her. Good Feet carries over 20 different styles of supports to choose from. Please let [redacted] know, to provide us with her mailing address so we may send her out a print kit to further assist her with an exchange.Sincerely, [redacted],  Director of Customer Service

Revdex.com,
 
Thank you for the opportunity to resolve this situation.  As our Revdex.com customer service record supports, our customers and customer satisfaction are our top priority.  As [redacted] indicated, he purchased our products over 1 year ago.  Following...

 [redacted] purchase, we made follow-up calls and attempted to address any concerns he may have had with the product purchased with in our 30 day return policy.  All was well for a year.  On or about August 18th, 2014, he called our store and spoke to his sales representative about getting a refund.  His sales representative explained our 30 day return policy and despite being over 1 year, she asked [redacted] if he would like to come back into the store so we can check he size and try to get the right fit.  He demanded his money back and threatened her that he was going to the Revdex.com.  
 
As much as we dasire to help [redacted] get the right product or fit, we will not refund any money after one year of the transaction.  We appreciate your support in this matter.
 
Regards,
 
[redacted]

I deeply regret that this situation has occurred. I do apologize and a check is in the mail for $640 which is a full refund.

This is in response to a complaint  received from Revdex.com. Mrs. [redacted]  a customer that purchased orthodics from Good Feet on  on 7/6/2015  in the amount of $2051.68.  Good Feet received a call from Mrs  [redacted] 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. [redacted] that we do not offer refunds due to the personal nature of the product as was explained and signed by Mrs. [redacted] at the time of her purchase.   We Offered to refund the flex account and transfer the balance to care credit providing her with 6 months 0 interest.September of 2015 we spoke with Mrs [redacted] 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 2015 and at that time Mrs [redacted] was offered a 500.00 discount for any inconvenience and again offered to put the balance on care credit giving her 6 Months to pay with out any interest charges.  She said she would get back to us.I have not received a call back since our last conversation in October 2015.  Mrs. [redacted] stated in conversation that she is pleased with her orthotics and we are happy to help Mrs [redacted] and would like to still offer to transfer the balance from the flex account and onto the care credit with the 6 months 0% interest.We are pleased to extend this offer until the end of March.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In response to complaint # [redacted] the customer has been issued a full refund on 11/20/2015 at the Good Feet Store in Encinitas.
Thank you

Excessive pricingIt has been about five years since I got "robbed" by The Good Feet. I have stewed about it ever since. I went there and had my feet "examined." Basically I stepped on a pad of carbon paper lying on the floor. They charged me $500 and that was without a shoe purchase!Desired SettlementAt least a major refund ($450)Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]To whom it may concern, my name is [redacted] and I am the business manager for Good Feet stores of Sacramento. Having read the above compliant I'm not sure why after 5 years [redacted] is complaining about the pricing. We are not a shoe store we sell arch supports. We do not "examine feet" what we do is take an impression of the feet to see the the areas that are being pressured because of the distribution of weight of the person. We have different prices for different items. We do sell discounted packages that will include multiple arch supports for the customers life style. As far as being"robbed" we do not pressure anyone to buy any of our products that they don't feel comfortable in. In showroom each customer is able to walk around on the arch supports that are specifically custom fit to their feet based on the pressure points from the "carbon paper pad" they were asked to walk over. If [redacted] had come back into the store to speak with our manager I'm sure things could have been worked out.

It costs $150 for a 30-day "free" trial of the product. This information was not explained before the trial begins. Furthermore before the "free" trial ended, we attempted to return the product and they made an adjustment and extended the free trial basis. Eventually it became evident the product does not work and actually made the problem we were trying to correct worse.
Had the company been forthright with it's policy of charging a 20% restocking fee business practice, we would never have tried the product in the first place,
We went back into the information we were given with the product and this information was not disclosed anywhere. It wasn't until we tried to return the product were we told of the policy of only 80% of the money would be returned.