Complaints

This profile includes complaints for Goodwill Industries's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Goodwill Industries

  60 S San Tomas Aquino Rd Campbell, CA 95008

• 

  Goodwill Industries

  15810 Indianola Drive Derwood, MD 20855

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 necklaces through the shopgoodwill auction and won the items on January 25. I used my credit card to purchase the items on January 28. My credit card has been charged and I have paid that credit card bill; however, the items have NOT shipped. I have sent numerous messages via their website as well as their ******** page. NO ONE has responded. At this point, I feel I have been scammed and need to dispute the charge on my credit card.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This lot of jewelry was said to have NATURAL TURQUOISE and other stones. It was full of single earrings, howlite, colored plastic and broken pieces and debris. The one pendant was broken on the back and wouldnt be useful. I am a reseller and have paid a lot of money to Goodwill who is a nonprofit charity that operates on donations from the public and private sectors. I want a refund on this lot of jewelry as it was unusable for resale purposes. And I have the receipt showing its return and I sent it back in the same same way it arrived.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  COMPLAINT: I am unable to return two clothing items I bought. I was unable to try my clothes on because the dressing rooms had a sign posted saying Dressing rooms are closed until further notice. Goodwill has a 3 day return policy if needed. Thank you. I purchased my clothes on Fri. 11/15 at 6:32 pm at the ********* location on *******.. The posted sign and receipt said I could return clothing within 3 days. I tried to return my two clothing items on Mon. 11/18 at 3:30 pm at the same location in *********. I even talked to the manager. They wouldnt allow me to return them because they said they count Friday as the 1st day (but that isnt even 24 hrs later). I didnt even get the item until 6:30 pm on that day and they close at 8 pm! I consider 24 hrs as 1 day! This doesnt make any sensee to me at all. So 3 days from Friday is Monday. I dont understand why they dont even honor what is printed on their posted sign and on the actual receipt! You cant count the same day you make a purchase as a dayleaving only 2 days to make a return!

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a saddle online using ****************************** -- won the bid. When I went to pay, they were charging $170+ to ship the saddle via ****** I wrote to them, telling them they listed the weight of the box as 179 pounds, which is absolutely insane. The weight would be 35# or less. Heck, at 50# the box would only be $100 to send. They refused to actually weigh the item, instead saying this was a ***** issue. But *they* make the shipping info, not *****. They charged me $177 to ship a box that, at absolute most, was $100 to ship (and in reality cheaper because it isn't 50# either). They are ripping people off by collecting extra for shipping. They owe me a partial refund on this outrageous shipping price. I'll be speaking with ***** as well. This isn't "good will" but rather a big scam.

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several item ordered from shopgoodwill.com never arrived in the description as advertised. I contacted Goodwill managers based in ************ about the issue since Goodwills non refundable policy would legally not apply if I did not receive the item in the first place. They said they would look into it and contact the respective Goodwill but I hadnt heard back since

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TO: Goodwill Industries / ****************************** I have been shopping on the Goodwill auction site for over a year and spent tens of thousands of dollers on items there. Generally the locations that are selling items there are well run by wonderful people. There are a few exceptions however and Licking/**** Goodwill Industries, **** is one of them. That location is spam posting items over and over every day making the site impossible to search without having to go through pages and pages of their (identical) items that they post individually using the most used search terms. This has made the site unusable. We sent a note to that location when it started and asked them to stop. They refused and increased their spam posts to the point that we are no longer shopping there. We submitted a complaint asking how to BLOCK Licking/**** Goodwill Industries, **** completely, so we could continue shopping there. The response was (unsigned) that all of our personal, PRIVATE, confidential information had been sent to Licking/**** Goodwill Industries, ****. We asked how to block that location and they sent them our personal private contact?We are utterly shocked by this experience and do not accept this. This person in "customer service" needs to be terminated immediately so this never happens again to anyone. And Licking/**** Goodwill Industries, **** needs to stop their scamming and spamming of the site. I attach three pages of search results for one search term that brings up three pages of Licking/**** Goodwill Industries, **** junk posts. Thank you for your attention to this matter.*****************************

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Picked up a pair of shorts and the crotch was covered in blood and s*** I screamed and threw it down and alerted staff and left. Covid is rampant here, this is inexcusable. Today 9/11/23 at around 11 AM at the ********** Goodwill it happened. It will be on the cameras. I hope that garment was thrown away and the employee who put it out needs fired. The manager needs to undergo hygienic ethics. I touched body fluids on your clothes and I am absolutely disgusted.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Goodwill has banned me from being able to purchase from the shopgoodwill.com website because I had asked for extra time past the 7 days they require payment in. I was waiting for my tax refund which for some reason took longer this year.They also charge a different amount for a handling fee on all different kinds of items. They also are price gouging for shipping. They state that they are unable to change the weight on the items because that is what ***** is saying it has to be. The item weight was 17 lbs and the shipping weight was 42 lbs.One of the locations stated that they could not ship items over 20 lbs because this is how the website was. But they had items up for auction that weighed 50 lbs in which you could pay to have it shipped and it gave an estimate of how much shipping would be for it.I can provide screenshots if needed.

• Initial Complaint

  Date:08/23/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good will under the ruse of a charitable business practice is using Unfair trade -practices. deceptive, fraudulent, or unethical methods to gain business advantage. I received a purchase from them, and item was NOT AS DESCRIBED. Ring size and description were not accurate, and ring is damaged beyond use. Pictures did not show damage. .I take blood thinners and this ring would pose a danger to me. I emailed them per website instructions since they do not take phone calls on 08/10 I emailed them and never received any response. Enclosing picture of ring as deceptively shown on their website and what I actually received. I appreciate your help reaching out to this company.Thank you for shopping with us. Your order has been received. Keep an eye on your inbox for order status updates.Order Number:GW00250064 Placed:08/06/23 Total:$89.03 2 Item(s) 14k Gold Wood 2mm Band Sz 4 1/4 Ring 0.4g14k Gold Wood 2mm Band Sz 4 1/4 Ring 0.4g $39.98 Qty: 1 Subtotal: $39.98 *********************************************** Damage not disclosed in pictures. Want to Return.Very unprofessional to not disclosed that this ring is scrap junk. Please advised how to return.

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have encountered an ongoing issue with the fees, specifically shipping and handling, on shopgoodwill.com over the past two years. While the handling fees are reasonable, ranging from $1 to $6, the problem lies in their shipping fees, which are determined by the weight of item and it's packaging material In about 99% of the listings, I have noticed that the "Shipping Weight" and "Actual Weight" provided are greatly exaggerated, often reaching 150-300% of the actual weight. These listings come from various independent Goodwill stores across the country, not a centralized office, resulting in variations in the severity of this practice from store to store. However, in my experience, it appears to be widespread across the website.When I raised this issue with some of the stores, a small percentage apologized and refunded the overcharges. However, the majority responded with a dismissive attitude, refusing to acknowledge the problem. I have emphasized to them the ethical concerns of misrepresenting the "actual weight" and suggested that they include the charges in the handling fee to maintain transparency. Additionally, I suspect that the handling fees may be subject to taxation.It seems that all Goodwill stores on the website use ***** for shipping. Considering Goodwill's non-profit status, it is likely they receive favorable shipping rates from *****, possibly comparable to or cheaper than ****** rates. However, their shipping fees often exceed retail rates. For example, a Goodwill store in South ******* responded with the following explanation: "We exclusively ship via *****. Each facility sets its own prices based on specific needs, utilizing different shipping companies and charging varying handling fees. Shipping and handling fees are non-negotiable according to our policies."Overall, there is an underlying issue, but the stores have been unable to provide a satisfactory explanation and instead resort to using operational jargon to deflect concerns.