Foot Solutions

Here is the interesting thing about Foot Solutions— the owner guy Chris is a total psycho— i have heard him screaming at customers and the customer service is TERRRIBLE!!! They are a weird scary store– but whatever orthotic thing he sold me 5 years ago for my plantar totally worked and solved the problem in a few weeks and I have been pain free since then— except lately the pain is coming back and I probably need a new pair. I dread going to the store and dealing with him but he is like the nazi soup guy on Seinfield– I need whatever it was he gave me– do i have to go to Morgan Hill or San Jose? I actually heard his mom owns the store in San Jose. Its all really strange and weird but the insert worked— so what can I do?

Be advised. You will still see the same level of service now that Palo Alto has closed at the Morgan Hill or San Jose stores.

AVOID LIKE THE PLAGUE! Terrible service, demeaning, misleading and dishonest.

Just like the rest of the folks here, I wish either my wife or I had checked the reviews on Unilocal before stepping into the store… This guy Chris seems to be quite the scam artist…
To summarize — We paid for a pair of shoes (our first choice) for my father in law, who lives abroad. My wife was supposed to carry these with her on her trip… but unfortunately, the shoes did not make it in time for my wife to carry them with her … So we decided to get our second choice instead, which he happened to have in stock, which was $ 138 less… It’s been one month, and 6 phone calls, and I still have not received my refund… I finally called the credit card company today, and filed a dispute…
What a total waste of my precious time…

I am in complete agreement with everything on this page. I’ve been a customer there for several years and hate it! But they’re the only ones in the area who do custom build-​ups on shoes that are very difficult to work with — athletic shoes, stylish shoes, non ‘comfort’ shoes, etc.
Please, please, please, if any of you ever hear of a store in the Bay Area that does these specialized services — let me know. I absolutely hate to give these guys my business.

I purchased several expense pairs of shoes from Foot Solutions — I was familiar with the brands and OK with spending the amount of money that Foot Solutions shoes go for. I purchased a pair of $ 200 Think! sandals from Foot Solutions — they didn’t have my size at this location but they had it at a different store, so they said they would transfer the pair over. When they arrived, the shoes were two different colors. That didn’t work for me, so they agreed to order a new pair from their supplier. My shoes never came. I went into the store multiple times to find out where the sandals were and, after at least four visits trying to get my shoes, to request reimbursement for the purchase.
I talked with the sales guy at least six times about this issue. He finally told me to fax the owner my receipts. I did that. Nothing happened. I also went in again and talked directly to the owner in-​person in the store and she told me to fax her my receipts — I did that, too. Nada. By the time I realized my shoes were clearly not going to arrive, it was too late to dispute the charge with my CC.
Foot Solutions took my money and didn’t give me what I paid for. That’s called stealing. This place is a total rip of and highly unethical. They’re selling brands that have great reputations and are truly great products — unfortunately, the management of this chain of stores only practices their customer service skills to your face and doesn’t actually do what they say they will. Would never, ever, ever purchase anything here again.

Update, still trying to get a credit from the San Jose store. I have never yelled on the phone more than today! I still have to explain my story and provide my credit card information for the third time. I hate this store and will NEVER EVER give them my business. Stay away and save your money!

wow, i really wish i had looked at these reviews before i stepped in the store.
i had chris talk me into ordering custom orthotics that cost $ 300. i told him i couldnt really afford it until i got my next paycheck and he told me he would just take an imprint of my card for a deposit, but he never told me for how much. who doesnt tell you how much a deposit is??? that was fishy.
i told him i participated in roller derby and that was what i needed the orthotics for, and he claimed to know absolutely everything about the sport and even had supposedly helped out some of my leaguemates (although of course he refused to tell me whom). he also kept talking about inline skates, and if he had really helped multiple derby girls like he said, he wouldve known that we use QUAD skates, not inline. sigh.
he was totally that slick salesman type, and i shouldve known immediately and walked out without buying anything because the whole experience just didnt feel right to me. after i left the store i went online and read all the other terrible reviews and knew i needed to cancel my order immediately because i did NOT want to deal with these crooks for the next however many months until i received my orthotics. i called the store but they were closed for the day and i left a message.
the next day i came back and chris was not there, but a younger man by the name of kevin was. i told him i wanted to cancel my order and he told me he wasnt authorized to do that, so he called chris who was at the san jose store location (mind you, i had to be very persistent for him to even do that much). after waiting around ten minutes, he finally spoke to chris and he relayed the message that the order was not cancellable. i asked to speak to chris myself and kevin rudely snapped at me incredulously that i «couldnt use his phone!» (this was a store phone for goodness’ sake!) and to «use your own damn cellphone». wow.
after being persistent for another ten minutes, i finally got chris on the phone. he talked in circles for about a half an hour and changed his story a couple of times, and he still refused to cancel my order. He told me he «didnt normally do this, but would talk to the owner of the company and see what he could do and he would call me back later «. yeah right! he kept quoting all kinds of california retail law to try and confuse me, but i wasnt buying any of it. we hung up and i stayed in the store to call my father and complain. they mustve thought i was speaking to my lawyer, because suddenly a woman appeared and YELLED at me «I AM THE OWNER! WE HAVE NEVER CHARGED YOUR CARD AND NEVER WILL. LEAVE!!» i asked for her to give that statement to me in writing and she screamed out NO and again yelled at me to leave, at which point i did.
i have never in my life experienced such rude people! perhaps they are just used to walking all over people and bamboozling them out of hundreds of dollars, but i was not going to let them do that to me. i hope this entire chain of stores gets shut down, this is simply NOT how to do business!
DO NOT GO TO *ANY* FOOT SOLUTIONS STORE!!!

Like many others here, I regret the day that I walked into that horrible store !
I purchased a pair of shoes for more than $ 700 18 months ago. I never received the shoes and I doubt if I ever will. I just decided to stop wasting time on this and post a review here.
The store owner, Marj Bonsall, promised to deliver the shoes within 6 weeks. For 8 weeks I heard nothing back and numerous visits to the store, they delivered a pair that what wrong style and wrong size (EACH SHOE WAS DIFFERENT SIZE. Talking about QA). For the next 5 months I kept leaving messages & faxes but never heard back. After 8 months they delivered a pair that was far from what I ordered (they mis-​customized the wrong shoe) and claimed it is not their problem.
Some more experiences that I had with Foot Solutions:
— As other said, they never pick up calls. I probably left them a dozen messages on their voicemail. Never got a call back even when they were late with delivering the shoes (but they told the court that I never called back even though they never wrote down my number). That means I had to drop by the store physically to check on the status of my purchase. Some much time wasted.
— They don’t write things in a proper way, make mistakes with your order and never fix it. They take pride of their certifications but they provided me with a pair with different hills. The wrote the wrong and wrong shoe size. How unprofessional can it get.
— I scheduled a meeting with the store manager in SJ. When I came there, I was told his is out for the day. I felt something fishy and came back 20 min. later and found him in the store. He was hiding in the back. He started shouting at me !
— The owner, a cunning guy, lied in court about things that never happened. I think at some stage he started believing his own stories (you can read about his lies from other stories here as well). He told the judge that I was using abusive language with people I never met and that he tried to fix the problem, even though I have emails from him where he says he «plans to do nothing». You don’t want to go to court with him. He is a master when it comes to lying.
Finally, a word to Foot Solutions inc. Such stores devalue your brand as well and the fact that you know about it, read all the reviews here and do nothing, claiming you have no liability, is not the way to maintain your brand.

Good to hear it’s not just me. I went in there to get a pair of insoles, but far too quickly I was being offered a package of:
* Orthoheel sandals to wear around the house
* custom orthotics
* new shoes
It was just too slick; reminded me of a chiropractor I went to once, who had a big plan for me.
Here’s the thing – he’s really good at the pitch. On the surface it all seemed fine, it wasn’t scary at the time. But deep down I thought «something isn’t right here» and decided to get out of the store.
I’d like to say more about the clues I got that all was not well, but then I bet they’ll read it and adjust the pitch accordingly. Nope, not going to help them with that.
So I said that I had medical coverage and so I’d see what that offered me. Then came the «lines.»
“You’ll get hard orthotics that will hurt your feet. You have thin skin on your feet and you need soft orthotics.”
«So what do you want me to do for you today?» [said with a sneer]
«See you later when you come back because the orthotics didn’t work.»
So I walked out, sat in the car, and just felt like something bad had happened, you know?
Then I remembered how nice and knowledgeable the folks at Fleet Feet in Menlo Park sounded on the phone. So I tracked them down, wentover there, and it was fantastic. No pressure, several solutions offered to my foot pain, am doing way better since then.

OMG!!! I DON“T KNOW HOW THEY STAY IN BUSINESS!!!
this was by far the worst service I have ever recieve!

Geez, I wish I’d read Unilocal before going to Foot Solutions. I went there a couple of years ago and the negative reviews are SPOT-​on. The salesman fitted me for «custom orthotics» for plantar fasciitis. The orthotics were terrible, didn’t seem to be «custom» at all, and did nothing at all for my plantar fasciitis.
I went back 4 – 5 times to get them adjusted. The salesman seemed to become increasingly annoyed at my visits, and even though the orthotics were «guaranteed,» refused to give me my money back and told me he didn’t think any further adjustments would help. Once he made me wait for almost an hour and his «adjustment» consisted of taping a small piece of foam to the bottom of the orthotics (and he ignored me when I told him that I’d already tried something similar).
Bottom line: they took $ 350 for a lousy product that didn’t work, then wouldn’t give me decent service *or* my money back. It’s remarkable that this place is still in business. What a terrible experience.
P. S. I got Nike Frees about 3 months ago and they cleared up my plantar fasciitis within 2 – 3 weeks.

Terrible customer service, extremely rude manager, unresponsive — these are the first things that come to mind when I think of this store.
I was excited about a pair of cute yet comfortable shoes that I ordered after visiting this store, but three months later and I never received them. After a multitude of attempts at recovering my money, I also never got refunds on either of the two cards I used (I had asked that they charge a different credit card after the fact — they charged the second card, but never refunded the first). I had to contact both credit card companies to file claims in order to get my money back.
The store manager, Chris, got angry at me over the phone when I called with my concerns regarding the status of my shoe order as well as the refund to my credit card. I have rarely been treated so poorly. After leaving several messages, Chris called me back but said he didn’t have time to answer my questions because he needed to help a customer. When I reminded him that I was also a customer, he became hostile over the phone, which made me feel uncomfortable about the idea of ever entering the store again.
Unresponsive: They rarely answer the phone. When you leave a message, they rarely return your call.
I will never go back here, and I would definitely not recommend this store to anybody. I found the shoes I wanted online for a lower price, and they should arrive within a week. So much easier, and no dealing with unpleasant people!

I wish I had reviewed
before making a poor decision! All of the comments about the phone calls, delayed delivery dates, rude sales staff when asked about delivery on a prepaid order came to light. When I finally was lucky to talk with sales they went into a rant about the bad economy etc, I said what does the economy have to do with my PREPAID order that has not been delivered… they hung up on me!
I believe some of the sales staff are as much as a victim as the people off the street. Owners/​management make poor company policy that is demanded of them at cost of their jobs ?? Who knows you make your own conclusion.
Stay away from these people and if you get caught up in the cat and mouse game just call your credit card company, remember as they say all sales are FINAL unless they don’t deliver then all bets are off !!
I went to the store after all this time and being the prepaid charge for $ 423.00 for services I have not received only to be told they CAN“T find find my order and I’ll need to wait for the manager to call me that never came. Now I know why the Better Business Bureau gives them a rating of a straight F, not even an F+ pretty pathetic !!!
Stay away from these merchants and call your credit card company.

In short: STAY AWAY.
I’ve got plantar fasciitis, so I visited this store to ask about possible remedies. The salesman (Chris) gave me the standard sell: nothing really works except for our custom orthotics ($ 512 for two pairs). I could tell it was a somewhat self-​serving pitch, but he seemed to know what he was talking about, and I was really concerned about correcting the problem, so I decided to get the custom orthotics.
That was a huge mistake. After measuring my feet and charging my credit card, he said the orthotics would be ready in 7 – 10 days. 10 days later, I hadn’t heard anything, so I called them back, and he assured me that the orthotics would be ready by next «Wednesday or Thursday» (5 days hence). On Thursday afternoon, I called and left a message, letting them know that I was leaving the country shortly, and wondering when my orthotics would be ready.
They NEVER returned my call, and I haven’t even been able to get them to answer the phone since (I called 25+ more times over the next few days, as my date of travel approached). Since I hadn’t heard anything from them, I’ve since called my credit card company to dispute the charges.
This is a terrible company, and I deeply regret wasting my time with them. When you spend $ 500 on orthotics, I’d expect a certain level of customer service — whereas these folks treated me like crap.
I had a much better experience at Road Runner Sports in San Carlos.

OH MY GOSH!!! I wish I would have checked Unilocal before I stepped into this horrible store! Chris, (manager) what a joke. This guy is the biggest slim ball ever. His dishonesty goes beyond anything I could have ever imagined.
A single shoe purchase and orthotic measurements caused the following interaction.
I could go on for 7 paragraphs about my experience with this store
Bottom line, I made 13 calls to store (no answer) seriously, they do not answer the phone. On the 8 th call, the sales man could not help me without his manager’s approval.
I was so tired of a run around that I said, «Oh come on, this is bullshit». Cris never returned my calls, and when I finally caught him in the store, he shoved the shoe box back to me, and refused to take the shoes back because I said «bullshit» on the phone!
He shoved the shoes across the counter hitting my abdomen. He through his hands up, and said I’m done, and walked into the office. He continued yelling at me from the office.
He is so labile that he walked toward me with a red face and veins sticking out in his neck. No one else was in the store, and I left. He screamed out to me as I left that he was going to call me employer and tell them was a bad person I was. (I was wearing my work ID when I walked in).
I walked out of the store and forgot my keys. When I came back to retrieve my keys, he actually smirked, and said «I DON’T HAVE YOUR KEYS»! It was obviously a passive aggressive response on his part. I was very uncomfortable, and called my husband. He told me to call whom ever I wanted, he DID NOT have my keys.
He was acting like a crazy fool throwing the garbage can around, saying «maybe they were thrown away’!
As I turned to walk out of the store in tears, he produced my keys. He said that they were outside on a cement post! REALLY? Can this MAN and STORE get any worse. I am seriously afraid of Chris, and his retaliation.

This Chris is a maniac. I wish I would have never stepped foot in this store!!!
I am a nurse in the area, I know about customer service in the worse circumstances.
There are so many other stores that provide good product, WITH GOOD SERVICE. I have disputed this with my credit card company but after reading the other complaints? I am not encouraged.
Good luck with any recourse with this store!
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Jan 5^th I ordered shoes, that did not arrive on the promised day. Was told to come to the store to be issued a refund. a bit hard when you have troubles with your feet! Got a refund slip. Many phone calls to them either went unanswered, or I was told that it would be another billing cycle before I would see the refund on my Visa statement.
Today I called my Visa provider and in less than 4 minutes, I was issued a refund by them. I suppose they will be treated differently by Foot Solutions.
Such a pity, because they do have excellent shoes! Now where do I go for comfy shoes?

I may or may not be sued for my previous review. Yet another reason for me to stay away… However, if it doesn’t happen, that would be good – I’d love to put the experience behind me.

Very Poor Customer Service:
What a shame; I always try and shop in small, local stores and support local businesses. But this business… well, I just don’t know how they survive with this type of genuinely terrible customer service. Purchased a pair of shoes that I had to return; they were returned unworn, and within the return time window (7 days). That was over a month ago, and still no refund. I was told initally that my return would happen «next week»; I waited another two weeks, made several phone calls during business hours (unanswered — left messages that were never returned), and finally had to get my bank to intervene and get my money back. What a complete hassle! I don’t like to knock any business, unless I have an excellent reason. There are many other excellent shoe stores in the area; shop here at your own risk!

Jerks. I placed a $ 700 order and was told it would arrive in 10 days. Nothing yet and it’s been over 2 weeks. I’m in pain and I’ve run out of patience so I called them only to be rudely asked if my attitude is typical. They never answer their phone and when they do, they give you no information other than that your order has not arrived and hang up. Needless to say, I do not recommend this place.
Next step for me: take legal action.