The complaint has been investigated and
resolved to the customer's satisfactionResolved GoodFeet — Rip off
resolved to the customer's satisfaction
I spent nearly $600 on the support system and must admit: it was a complete waste of time and money. The system consists of three pairs of el-cheapo plastic inserts, a couple of foam shoe cushions, and some velcro.
I was told the products were guaranteed... GUARANTEED... to help improve my plantar fascitis.
I had to return to the store several times for different supports. Every time, the clerk gave me some song and dance about how the supports I'd been given were too big, too wide, too stiff (etc) and the previous clerk should have known better. One clerk would tell me to wear them for X-amount of time. The next clerk would say “no, that's wrong, they should be worn for Y-amount of time. The next clerk said they should be worn every other day. They didn't have a clue what they were talking about and they all contradicted each other. Not only did the supports NOT help my plantar fascitis, they caused me quite a bit of foot/leg pain and I had to get chiropractic adjustments while wearing them.
Now, this is the gross part. All of the inserts that I was given had dirt marks, velcro backing adhesive, scratches, and scuffs of color from being worn in OTHER PEOPLE'S SHOES before being given to me!! Every single pair was dirty. I have pictures to prove it. GoodFeet insists they clean the inserts between customers, but obviously this is either a complete lie or a complete fantasy on their part. If you've ever seen them, you'd agree the inserts probably cost about $2 each to fabricate. The fact that they're re-used between customers is a testament to GoodFeet's ultracheap business practices and complete disregard for basic product quality.
After months of dealing with sales clerks that couldn't give me the right inserts or tell me how to properly wear them, I gave up and asked to return the system. The store clerk very icily told me “we don't do returns" then she turned her back and walked away from me. I followed her to the counter and informed her that they DID do them. It was very clearly noted when I was told they were guaranteed to work. She actually had to call a store manager at another location to check. Then she made me talk to that manager on the phone, who informed me they would not take back any of the cushions for hygienic reasons even though they were still sealed in their original packaging. She also informed me that there is a 30% standard “restocking fee" on returned inserts. She said this was consistent with places like Best Buy and Circuit City (she didn't seem to understand that consumers have the opportunity to research electronics before buying them and they're standardized by model... hardly the case with shoe inserts). So, do the math... 30% on $600 = $180 to take six dirty pieces of plastic back to the stock room before giving them to the next poor schmuck that walks through the door.
It took several weeks, three managers, numerous unreturned phone calls, and one special permission from the franchise owner to get the restock fee lowered to 15%. Better than nothing, I guess. It was the most frustrating customer service experience EVER! Of course, even with the adjustment, the refund could only be given in the form of a store credit. Great... $500 worth of really ugly and overpriced shoes... just what I needed.
What concerns me most about this company is their use of a trusted sports figure spokesman and their blatant targeting of senior citizens in their marketing. Every time I went in the store, there were senior citizens waiting to try the product, many of whom were on fixed incomes. PLEASE – if you read this, know that I am taking the time to write my experience so that you can protect yourselves and your loved ones from this horrible company. There is no way to know if the system will work for you until after you try it. And you have to buy it before you can try it. Once you buy it, it's yours. I was told by one store manager that the inserts only work well for about 1 out of every 3 customers. It's an expensive gamble and the odds are not in the consumer's favor.