Foot Solutions

Do not buy shoes here unless you can walk out with them, i.e., do not order something for delivery if you really need your shoes by a certain date, as you cannot trust them to follow through. I got very good in-​store service while in the store from a knowledgable saleslady for a pair that worked out well. However, I made the mistake of ordering a second, different pair (and prepaying) that was to be delivered in 4 – 6 weeks and It took 11 weeks and a lot of chasing to get them. The guy in charge does not timely answer calls, if he answers at all, and/​or seems to make things up, e.g., claimed they were shipped weeks ago but had not arrived. Very disappointing, as I am a comfortable shoe fiend and had hopes of using this place for future business.
No way to do business, if you want repeat customers.

I wish it were possible to have negative stars. Avoid this place like the plague. I have bad arches so I have been through a lot of custom insoles and never once have I been treated like I was here. I was desperate so I went through with the fitting and puchased a pair despite my (and my boyfriend’s) misgivings and they were 308 $- not unheard of for insoles. She reasured me multiple times that they would be there between 4 and 8 weeks– 8 at the LATEST because I was leaving the state for 2 months and needed them within 11 weeks. Well at week 10 I called 4 times and finally received a phonecall back (they didn’t answer) saying not to call again, they would call ME when they came in sometime in the near future. uh… I don’t think so. So i had to place a dispute with my credit card for goods unreceived and luckily they removed the charge from my card right as I had to leave the state. this place is a nightmare. I hope you read all of these reviews before you go as I didn’t and I paid for it. Now I have no insoles to get me through the summer:(

I would like to start off by stating that I’ve given one star ONLY because it is necessary in order to write this review.
At the bottom I will link their better business bureau score as well as some stats I encountered when researching the company.
I was unfortunate enough to shop here in January of 2012. My FSA flex card was supported at this location so decided to check it out. My mother and I both picked out two pairs of shoes — hers would have to be ordered while one of mine was in stock. The woman who «helped» us, Christine was very loud and rude the entire time, insisting that I could not try on a pair of shoes that I was interested in. I finally (politely) insisted on trying the shoe and her demeanor became instantly very negative. She loudly proclaimed that she held a degree from some trivial vocational school and insisted that the shoes would be harmful to my feet and unbearably painful (neither of which is true at all). I ended up buying them and am very pleased with them but I wish I had gotten them from Nordstrom, where they were $ 30 cheaper. When I asked about price matching, Christine again rattled off some unimportant «Degree» and insisted that what I was paying more for was her «expertise.»
Overall the experience in the store was terrible. Yes, they seem to have quite a selection but none of the items are in stock. I’m a size 8, very common and should be well stocked but they seemed to be out or on back order in every style I chose.
After spending a torturous hour with Christine, I was determined to buy the shoes I had picked if only to justify wasting my time in the shop.
I’d like to add that I’ve worked in high end customer service/​retail for over 10 years and I could write a book on how revolting the service was.
Anyway. I was given a receipt that says the employees will call me promptly when my shoes arrive (I was assured that they would arrive in TWO WEEKS) or that the employee would call if there were to be delays.
I never received a call. After about a month, my mother called to ask about her shoes. The salesman told her, I’m not joking at all: «China is not shipping in Feb. due to Chinese New Year.» Implying that an entire country shut down every trade for a whole month. Fine. Whatever. Incompetence is something I had expected considering my initial experience with the retailer.
We waited another month and finally, after calling THEM 3 or 4 more times, my mother’s shoes came in. This was Mid-​March.
As I write this, the date is May 18, 2012. I called today asking for the owner but was instead connected to Jerry (might I add that one of 8 total positive Unilocal reviews, Jerry tried to give the store 5 stars but his review was removed– fraud, much?).
Marjorie refused to speak with me, Jerry insisted she was too busy scanning something. I was also confused with another customer who was supposed to get a call on Monday about discontinued shoes. I’m assuming that customer never got the call and will never receive their shoes. Jerry was impatient and possibly a little nervous. I can only assume he lacks any customer service training and is as competent as Christine seemed to be. He rushed me off the phone insisting that Marjorie would return my call as soon as possible (assuming she wasn’t still scanning something for the rest of the foreseeable future). It has been two hours. I’d like to add that I am insisting on getting my product rather than a refund. I haven’t gone through all of this just to get my money back. I paid for a service and I intend to get my product. If Marjorie refuses or insists on a refund I will gladly update this post as well as file a complaint with the BBB.
I’m surprised this company has stayed in business seeing as how they have a total of FORTY THREE reviews on Unilocal,SEVEN of which are «good (more than one star) — not including Jerry’s fraudulent post.
Of the 36 complaints on the BBB site:
5 complaints were unresolved and 7 were ignored completely.
Also: the BBB has a rating system of A+ (the best) to F (the worst). I’d like to point out the F rating this company holds and, after reading other reviews, seems to have consistently held for several years.
This is the most appalling «service» I have ever encountered. I would not recommend this business to ANYONE, EVER. And I sincerely hope that this chain either shut their doors or send their staff to EXTENSIVE customer service training.
**********************************UPDATE*********************
Finally got my full refund. Called Footwear Etc. and they were able to order the exact shoes I had ordered here for HALF the price and I was able to pick them up the very next day.

Boy did they see me coming!!! I was looking for new shoes for my job and ended up ordering custom orthotics and 2 pairs of shoes (which I did need). But that was 3 weeks ago and today they called me saying they didn’t charge me the proper amount for the orthotics and needed to add $ 100 to my already very expensive bill. Also, they still don’t have anything in that I ordered!!! REALLY, 3 weeks later??? I agree that they never pick up their phone and left on hold a very long time. The Pedorthist is a slick sales woman and I was completely duped!!!

I have included my photo, so there!
This is a horrible, pressure sales business, with VERY expensive shoes and orthopedics. I went in to hep my son with his feet and was swindled into abandoning my old orthopedics. The saleslady/​owner was very dramatic when she said my old ones were TERRIBLE for my feet. The people in this shop say everything but the things they sell are TERRIBLE.
I paid just about $ 400 for some custom inserts. They were totally uncomfortable when I finally got them (after about 2 months). I went back in and the woman said that she could adjust them but I really should have them the way they were made. She cut them down, and I do not wear them because they are still so uncomfortable.
I wish I had gone to a doctor to have my inserts made. At least I might have had some help from my insurance and the doctor is not trying to ‘make a sale’. I would never return to this shop, no matter how good their shoes actually are, and I would NEVER refer anyone there.

I wish I had read all the feedback here before signing a credit card slip for $ 434.82 to order two pairs of shoes that no one at Foot Solutions could give me a delivery date on. I’m only giving one star because you have to in order to post a review.
My experience was so bad — totally in line with all the comments below — that I’ve started a blog specifically devoted to this issue.
And, like others who’ve commented, I’m not a complainer… I’m all about live and let live. But this behavior is so out of line its insane.
the Better Business Bureau, by the way, gives them an F.
The pushy, inappropriate sales lady’s name is Christine, by the way. I can see her in so many comments here.
I canceled one pair of shoes on May 18 and the other one yesterday. The credit for the first one has not yet come through. I talked to my bank and they said 2 – 3 days is typical, but it can take up to a week. He said he’s never heard of it taking a month. I called the store and «Millie» said she is putting it through again today… she doesn’t know what happened. They never do.
My first salesman, Kevin, was very helpful. Christine was pushy arrogant, condescending, insulting to my husband, and attempted to steal the sale from Kevin.
They couldn’t tell me when my sandals would come in, yet the Finn Comfort Web site says they ship in 72 hours.
I canceled the other pair of pumps I’d ordered back on May 18. I didnt’ cancel the Finn Comforts because they kept telling me «this Friday, next Tuesday… and on and on.»
When I finally canceled the Finn Comforts yesterday, the salesman said «next year you might want to think about planning ahead, and ordering your sandals a couple of months before summer.»
I drove down the street to Footwear Etc. and they had them in stock. In my size in color. I’m wearing them now. Love them. Go to Footwear Etc.

Needed work out shoes for my super flat feet. I also suffer from overpronation and have had 2 bunion surgeries on each foot, so I am really looking after my feet these days. Workout shoes are always tough to find, and so I ended up at Foot Solutions.
The salesperson asked what I was looking for, I explained that I needed an exercise shoe, she comes back with a dramatic response that felt like it was meant to shock and awe — «You have more than flat feet. You OVERPRONATE. AND you do not have walking feet. Did the doctor tell you that? You do not have walking feet. Did the doctor tell you to walk or run?» Then sighs and continues the dramatics. Whatever. I wanted to check some shoes out. I had my orthotics with me and of course, when she took a look at them, she dramatically carried on about how inadequate they were. If she’d waited a sec i was about to tell her that I didn’t like my orthotics, even after adjustments. I was so put off by her high pressure tactics, I decided on the spot not to go with Foot Solutions for my second pair of orthotics.
One thing I noticed — she had many things she wanted to show me that were supposed to be magic for my feet, all with pricey tags, yet for most, she did not have my size, or the sample was missing… but if I paid in advance for the items, no probbie. More on that later.
The 2 stars are earned because she did fit me well with a pair of shoes I use for every day walking — though that’s not what she wanted me to use them for… whatever. They are fin recife and very cute.
After I decided I’d take the fin recife I asked her the life of the shoe — she tells me she buys 12 (yes 12) pair a year because she is so hard on her shoes that every month she needs a new pair. These shoes are $ 339/​pair. They are not strappy heels — which I’d expect to wear out quickly if I wore them daily. These are German –made-​tank-​shoes. No way hell on Earth could any human possibly wear them out in one month. Very put off by that thinly-​veiled attempt at expanding a sale.
This is funny — another lady came over (she said she was the owner) and tells me that when the shoe gets scruffy, bring it back and they’ll dye it navy for me. She told me that with «investment shoes» she likes to do her best to add to the longevity of the shoe for customers. She also told me that if properly maintained, the shoes would last ages. The lady helping me turned to her and said, «I just told her I buy one pair for each month of the year.»
The two of them brought out a pair of flip flops they said would be great for my feet when I wasn’t wearing closed shoes. I tried them in the store for several minutes and they seemed to work. At this point, I should have asked about the return policy. I figued since the sneakers were customized to my foot the sale was final. Didn’t think that was the case for the flip flops. They were not custom and cost $ 60.
Two weeks later I’m very happy with the Fin Recife and very unhappy with the flip flops. I’ve worn them in different situations and they are quite painful. I examined the receipt. Turns out you cannot return worn items, custom items, and any item after 7 days. My probbie that I didn’t read the fine print, but really — worn, non-​custom items cannot be returned? I’m sorry, but for those of us with «special» feet — which is why we are at Foot Solutions in the first place — 2 – 10 minutes of walking around the store is not an indicator that the shoes will be comfortable enough for long-​term use. Even the podiatrist will take non-​customs back and provide a credit or refund.
Just to be sure, I called and asked and was told if I’d worn the flip flops, I was not able to return. So even with this strict return policy, the salesperson was encouraging me to pay in advance for a number of custom items that were supposed to be gold for my feet, but the samples were not in stock. Feels like slimy sales to me. I thank them for turning me on to the German tank shoes. Now that I know they can be gotten at other stores with friendlier practices, I will not need Foot Solutions. They can keep the $ 60 I paid for the painful flip flops, but they will not be getting $ 300−500/pair return business from me.

Interesting that there are only one star negative reviews for this business by people with no faces… hmmmm…
Anyways, my experience here was much better then a lousy review. I joined my friend here yesterday who had bought running shoes from them a week prior and wound up not liking how they felt when she ran in them. We came in and the lady at the register (Christine I believe her name was) graciously returned the shoes with no problem. She did ask a few questions inquiring why they did not work and what felt wrong in them but did not give us a hard time at all with returning them.
The store has quite a selection of orthopedic shoes ranging from running shoes to men’s shoes to sandals and dressy shoes. I didn’t find anything that fit my style but I could see this store as a great option for anyone who has feet trouble.
They also fit for orthodics and my friend ordered those. It takes about 6 weeks to receive but I did witness one of the worker’s fitting an older woman for orthodics and was impressed with her professionalism as I observed.
A great store for someone in need of special shoes. =)

Sadly, I have to say that I can relate to all reviews I have seen on Foot Solutions so far. I can see while people are so frustrated with them. The energy in there is of stress, resentment, and hardship. I guess running the business isn’t fun for them at all.
Having said that, I have not been able to find any other shoe shops around which know how to solve foot and walking problems. They know what they are doing (although the change from negativity to cordial customer service would have brought in a ton more business). It is expensive doing business with them but they fixed my foot problem. They fixed my debilitating foot pain with shoes and orthotics. They solved my foot problem way more than the young and unenthusiastic podiatrist I saw at Palo Alto Medical Foundation did for me.
So, for Naomi, the first reviewer. I hear your anger. If you do not have desperate foot problem, don’t set foot in there. It is not worth it for you. But for those of you who can’t afford a fiberglass pair of orthotics from a very good podiatrist, I am afraid you will have to put up with Foot Solotions service and seek their help. At least their orthotics are half the price of the ones from a good podiatrist (which is not the one I saw at Palo Alto Medical Foundation).
Dear Foot Solutions, is there anyway you can lighten up a bit for the sake of your own well-​being and definitely for your business. Positive attitude and positive gesture bring good fortune!

the woman at the counter was extremely patronizing and treated me like a mentally challenged 5 year old. Unbelievably rude and obnoxious.
It was like a Saturday Night live Skit only without laughter. Suck. I bought something but I shouldn’t have.

OK, I’m a firm believer in positive feedback, so it is quite out-​of-​character for me to go to the trouble of adding a business here just to provide a lousy rating, but I will start with sincere kudos for the clerk who helped me there the other day. Mike really picked up on my aversion to high-​pressure sales techniques, answered all of my questions very professionally and informatively, gently offered suggestions for possibilities I might not have considered without coming across as «up-​selling», and I was actually getting comfortable with the possibility of forking over some very big bucks for specialty orthopedic type shoes… when his boss stepped in and tried to micro-​manage/​take over the process. «Well, have you showed her *this* product (even more expensive, and not what I wanted at all)» «Have you explained to her why we are switching to *this* brand from that (formerly just fine but now no-​longer recommended most likely because the profit margin is better on the new one) one?» «You do realize that our proprietary shoes are…» Yes, she admitted to being stressed over some issues related to her having been away from the store for a while, and yes, she probably does know what she’s talking about professionally. But, belittling the efforts of an excellent staff member in front of a customer? Not good. Dismissively brushing-​off the customer’s effort to support the salesperson by saying he had been very helpful «Yes, but he didn’t show you…»? Not good. Much as I would like to reward Mike for his time and effective effort to educate me in this realm with a well-​earned commission, there is no way I will be lining the coffers of that owner’s store with my patronage. Customer service really makes or breaks a sale, and the one he was about to earn went right out the window thanks to her.

I’m really disappointed I spent $ 200 here on a pair of shoes that I could have gotten cheaper elsewhere. The key thing is getting soles that will help your flat feet (which is why I went here in the first place). The shoes here were way overpriced and there wasn’t any noticeable difference in the quality of their «springs» in the shoes. Their service was really poor. I ordered my shoes which took literally FOUR weeks to receive from the time they ordered it. They said it was due to having to «ship it from a distributor.» I could not believe it. They were clearly screwing around because there is no reason whatsoever to take that long to send an order. So be careful if you go here that you’ll end up paying extra money for something you won’t even get to use for a month.