My complaint with the store is on numerous levels. I am veryunhappy with the misleading claims regarding the product and particularly theservice I received. I was experiencingexcessive metatarsal foot pain at the top of the foot and the arch of my leftfoot was flat.
When I entered theBrookline store on January 13, Jennifer assisted me with a personal"fitting, " which consisted of asking me my shoe sizing and bringingout various pre-fabricated insoles to match against my feet. She kept touting how she is certain from personal experienceand from all the customers that the product works for everyone and all footpain conditions and will fix the alignment of my feet. She declared how doctors, chiropractors, andpodiatrists all highly recommend the product line and refer their patients to thestore and that the product is especially reliable because it was designed by afoot doctor.
She really made the product, simply a pre-fabricated, hard, andcheap mold of plastic, sound like a cure-all for foot pain, promising that the3-step system will work and fix my pain guaranteed. She explained how all thearch supports have a life-long guarantee and can be refitted and exchangedwithin 30 days. When asked about my lifestyle needs for shoes, I clearlymade her aware that I have very flat feet with fallen arches and that I lead anactive lifestyle, running outdoors in particular.
I was told that the most appropriate arch supportfor my arch fitting, condition and perfect for placing into my athletic runningshoes was the Classic Alzner, which became part of my purchase. I was alsofitted for a Flex 3 Arch support, which was part of my purchase as well. I was told that thesystem only works if purchased as part of the 3-step system/3 insoles (Exerciser, Maintainer, Relaxer). Iexplained that I was a student on an Americorps living stipend and could notafford much to which Jennifer stated that from her experience, most insurancecompanies do cover the costs of the orthotics but possibly not all. When Iasked if I could place my personalized fitted insoles on hold so I can thinkabout my purchase, Jennifer told me it was store policy that items could not beplaced on hold.
Then, I was told that it is possible to work out a paymentplan for me and that the system could in fact work with just the 2 mostrecommended 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 topwhen inserted in the shoes. She placed abag of the cushioned insoles in a bag along with the 2 other insoles. I wastold I needed to pay $131.71 up front as a deposit and first payment and thatthe rest of the total of $658.59 would be charged on my debit card in 4 monthlyinstallments. I did not realize until Iwent home and opened the bag that I was being charged an extra $29.95 for acheap cushion I could have purchased for $5 at the local pharmacy.
After my purchase, I felt rather doubtful but hopeful aboutwhether the product will work as promised because I was so pressured intomaking the purchase since it would “guarantee fix my problem and remove thepain” and Jennifer's explanations came across as overly practiced, robotichard-sell pitches intent on making a sale rather than taking into deepconsideration the unique needs of various foot conditions and pain.
I conducted somefurther research on the store and found an overwhelming amount of horriblereviews and testimonies regarding the scam and unethical antics of the companyand how most people experienced more pain, deformities, and injuries as aresult of prolonged use of Good Feet arch supports. I also found that thecompany's website http://www.bostonfootpain.com / states that the store will provide "Free Foot Print & ArchSupport Fitting." During my visit, there were no accurate measurements or foot print completed as advertisedeither.
Still, I decided to give the system a try and Jennifer thebenefit of the doubt. I also found outthat my health insurance company would not cover Good Feet insoles, but Ifigured that health was a worthwhile investment especially if my foot pain canreally go away. I abided by the break-in schedule enclosed in my package forabout 3 weeks. The uncomfortable “golf ball” feel of the Exerciser insole wassupposed to subside as my feet became “properly aligned” after breaking themin, but I was experiencing more pain than ever. The top of my left foot by the metatarsalswas looking quite swollen, and I was experiencing pain in my left ankle.
At this point, I tried to conduct more research into theproducts and found item descriptions and uses of the particular insoles Ipurchased. I found that the Alzer is most appropriate for “arches of averageheight and flexibility” and are for “non-running” shoes. However, I had been walking and running withthe Alzner's for weeks. At this point, I realized that Jennifer really had noidea what she was talking about and inaccurately “fitted” me with the Alznerwhen I clearly reminded her several times that I had flat feet and fallenarches and that I needed something for my running sneakers.
Of course, I was frustrated at this point and really feltshammed and deceived like those hundreds of unhappy customers I readabout. My foot pain had not gone awaybut in fact became worse, and I had been fitted for insoles that werecompletely inappropriate for my needs. Most of all, I was upset at the factthat I spent an obscene amount of money on a product that could not be returnedfor a refund.
I tried calling the Goodfeet store and was told my Jenniferthat she could not authorize any returns or refunds. When I asked if there wasa store manager or owner I could speak to, she said the store did not have amanager and that I couldn't be provided with any contact information of theowner. She did promise that she wouldleave a message for the owner and that he would call me back soon. After aweek, without a response, I called the store several times, only to receivebusy signals or answering machines.
I then looked up andcalled the Good Feet Corporate Customer Service line and spoke with Sandy, whoexplained that customer satisfaction is very important to the company butbecause the stores are franchises owned by unique business owners, the mattercould only be resolved with the individual store owner of the store I purchasedfrom. She said all she could do was call the store to leave a message for theowner to contact me.
I was in desperate footpain and felt victimized by the hard-sell, aggressive and even unethicalpressure 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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