ComplaintsforGoalie Guard
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
22/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered goalie pants on Oct 23/22. Was not delivered . Contact seller several times, they said it was shipped. Then they said it wasn't charged but it was and I have bank proof and the receipt.Business response
22/11/2022
1. The customer was never informed that the item had shipped. The customer was informed that it would be shipped. We then realised that there was an error in the website payment settings and that ****** had not been set up correctly.
2. While the customer paid for the item via ****** the payment did not reach us as we do not have a ****** account. The website automatically accepted payment via ****** despite no account. The order was automatically changed to "payment pending" to "on hold".
3. This was explained to the customer but she accused us of fraud.
4. The customer was offered to be sent the item (which would have been free) but she elected for a "refund" despite us not having a ****** account so unable to provide a "refund".
5. The customer was asked to contact ****** so she could be reassured payment was not sent to us.
6. We are unsure what we can do at this point. We cannot "refund" as we have no ****** account and not received the funds.
Customer response
22/11/2022
Complaint: ********
I am rejecting this response because you sold an item though ****** that you did not deliver. ****** confirmed that you have set up a business account with them. You confirmed I bought the item. You never responded to emails until I advised you that I would report you. **** ** ****** This is not good bossiness practice. I am yet to get a refund for my money owed.
Sincerely,
****** *****Business response
24/11/2022
"I am rejecting this response because you sold an item though ****** that you did not deliver". - ****** was not correctly set up on the website and should not have allowed the order to go through. The order was automatically put on hold due to this (not by us). Despite this we offered to send you the item for free IN GOOD FAITH. YOU REJECTED THIS.
"****** confirmed that you have set up a business account with them." - INCORRECT AND MISLEADING. I have a separate ****** account that they are referring to.
"You confirmed I bought the item". Correct - then when the issue was identified you were informed - THEN OFFERED TO SEND YOU THE ITEM FOR FREE. But you insisted on a refund despite being informed we never received the funds. If we do not have a ****** please advise how we can process a refund?
"You never responded to emails until I advised you that I would report you". Absolutely incorrect. All emails are saved.
***** ** ******* **********
"This is not good bossiness practice". We apologized for the inconvenience.
"I am yet to get a refund for my money owed". You were asked to contact ****** to investigate.
We will no longer be responding to any messages via BBB. Contact ******.
Customer response
30/11/2022
Complaint: ********
I am rejecting this response because it is clear that you falsely advertised a product and payment that you do not offer.I hope this experience does not happen to another family in need.
Please consider your impact on families.
Sincerely,
****** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.