My complaint with the store is on numerous levels. I am very unhappy with the misleading claims regarding the product and, particularly, the service I received. I was experiencing excessive metatarsal foot pain at the top of the foot, and the arch of my left foot was flat.
When I entered the Brookline store on January 13, Jennifer assisted me with a personal "fitting," which consisted of asking me my shoe size and bringing out various prefabricated insoles to match against my feet. She kept touting how she is certain, from personal experience and from all the customers, that the product works for everyone and all foot pain conditions and will fix the alignment of my feet. She declared that doctors, chiropractors and podiatrists all highly recommend the product line and refer their patients to the store, and that the product is especially reliable because it was designed by a foot doctor.
She really made the product, simply a prefabricated, hard and cheap mold of plastic, sound like a cure-all for foot pain, promising that the 3-step system would work and fix my pain, guaranteed. She explained that all the arch supports have a lifelong guarantee and can be refitted and exchanged within 30 days. When asked about my lifestyle needs for shoes, I clearly made her aware that I have very flat feet with fallen arches and that I lead an active lifestyle, running outdoors in particular.
I was told that the most appropriate arch support for my arch fitting and condition, and perfect for placing into my athletic running shoes, was the Classic Alzner, which became part of my purchase. I was also fitted for a Flex 3 arch support, which was part of my purchase as well. I was told that the system only works if purchased as part of the 3-step system with 3 insoles (Exerciser, Maintainer, Relaxer). I explained that I was a student on an AmeriCorps living stipend and could not afford much, to which Jennifer stated that, from her experience, most insurance companies do cover the costs of the orthotics, but possibly not all. When I asked if I could place my personalized fitted insoles on hold so I could think about my purchase, Jennifer told me it was store policy that items could not be placed on hold.
Then I was told that it is possible to work out a payment plan for me and that the system could in fact work with just the 2 most recommended arch supports of the 3. Jennifer added that the Exerciser insole, or the Alzner in my case, required a soft cushion insole to be placed on top when inserted in the shoes. She placed a bag of the cushioned insoles in a bag along with the 2 other insoles. I was told I needed to pay $131.71 up front as a deposit and first payment, and that the rest of the total of $658.59 would be charged to my debit card in 4 monthly installments. I did not realize until I went home and opened the bag that I was being charged an extra $29.95 for a cheap cushion I could have purchased for $5 at the local pharmacy.
After my purchase, I felt rather doubtful but hopeful about whether the product would work as promised, because I was so pressured into making the purchase since it would "guarantee fix my problem and remove the pain," and Jennifer's explanations came across as overly practiced, robotic hard-sell pitches intent on making a sale rather than taking into deep consideration the unique needs of various foot conditions and pain.
I conducted some further research on the store and found an overwhelming amount of horrible reviews and testimonies regarding the scam and unethical antics of the company, and how most people experienced more pain, deformities and injuries as a result of prolonged use of Good Feet arch supports. I also found that the company's website, http://www.bostonfootpain.com/, states that the store will provide "Free Foot Print & Arch Support Fitting." During my visit, there were no accurate measurements or footprint completed as advertised either.
Still, I decided to give the system a try and give Jennifer the benefit of the doubt. I also found out that my health insurance company would not cover Good Feet insoles, but I figured that health was a worthwhile investment, especially if my foot pain could really go away. I abided by the break-in schedule enclosed in my package for about 3 weeks. The uncomfortable "golf ball" feel of the Exerciser insole was supposed to subside as my feet became "properly aligned" after breaking them in, but I was experiencing more pain than ever. The top of my left foot by the metatarsals looked quite swollen, and I was experiencing pain in my left ankle.
At this point, I tried to conduct more research into the products and found item descriptions and uses of the particular insoles I purchased. I found that the Alzner is most appropriate for "arches of average height and flexibility" and is for "non-running" shoes. However, I had been walking and running with the Alzner for weeks. At this point, I realized that Jennifer really had no idea what she was talking about and had inaccurately "fitted" me with the Alzner, when I clearly reminded her several times that I had flat feet and fallen arches and that I needed something for my running sneakers.
Of course, I was frustrated at this point and really felt deceived like those hundreds of unhappy customers I read about. My foot pain had not gone away but in fact became worse, and I had been fitted for insoles that were completely inappropriate for my needs. Most of all, I was upset that I spent an obscene amount of money on a product that could not be returned for a refund.
I tried calling the Good Feet store and was told by Jennifer that she could not authorize any returns or refunds. When I asked if there was a store manager or owner I could speak to, she said the store did not have a manager and that I could not be provided with any contact information for the owner. She did promise that she would leave a message for the owner and that he would call me back soon. After a week without a response, I called the store several times, only to receive busy signals or answering machines.
I then looked up and called the Good Feet corporate customer service line and spoke with Sandy, who explained that customer satisfaction is very important to the company but that, because the stores are franchises owned by individual business owners, the matter could only be resolved with the owner of the store I purchased from. She said all she could do was call the store to leave a message for the owner to contact me.
I was in desperate foot pain and felt victimized by the hard-sell, aggressive and even unethical pressure I was placed under by the sales representative. I found it frustrating that there was no operating manager for the store and that the seemingly non-existent owner, who does not respond to customer service issues, could be the only decision-maker.
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