Complaints

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:04/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 not received my order *******

  Business Response

  Date: 04/09/2025

  Thank you for bringing your concern to our attention. We sincerely apologize for the delays youve experienced with your order. We understand the frustration this can cause and are committed to ensuring making this right! 
  Unfortunately, [due to unforeseen shipping disruptions associated with the Dolly launch], weve encountered some challenges that have impacted delivery times and canceled orders. Rest assured, our team is working diligently to resolve this and expedite any outstanding shipments. In the meantime a full refund was processed back to the card holders original method of payment in April 9th. An email confirmation was sent with the refund details. 

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 ordered a pair of shorts on clearance that were final sale. I ordered 14 regular, but Good American sent 14 petite. I contacted them to fix the issue, but they said they could not since there are no refunds or exchanges on final sale items. They sent the wrong thing. I just want the item I ordered.

  Business Response

  Date: 01/14/2025

  Hello! 

  The customer reached out to us on Saturday January 11th stating the wrong item was received. 

  Our CS Agent responded on the same day, 01/11/2025 offering a replacement to correct the situation, including allowing the customer to keep the incorrect item. 

  No response was received after we confirmed resolving the inquiry. We believe this matter has been resolved. 

   

   

   

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 these two items from the Good American website. Received both items, jeans fit amazing, the vest did not fit me. There was no receipt or return label in packing. And there is no assistance to return this item. Are you banking that people get overwhelmed not to make the return? I am a disabled person with severe brain damage. This is horrible.

  Business Response

  Date: 01/23/2025

  The customer has not reached out to our support team regarding any assistance. 

   

  Our team is available M-F 8 am - 5 pm PST via Email, SMS and Chat. No phone support at this time. 

   

  We do see that the customer was refunded for 1 out of 2 items from the order that was sent back in a return. For a full refund, the second item would need to be returned. 

  We offer returns through Happy Returns. All labels can be created on our site.. *********************************************

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 products on the Good American website. The website claims all Duties and Taxes are calculated at check out with no additional fees on delivery. The subtotal was $1225.00. There was one line below the subtotal called "Taxes" showing an amount equal to 13% or $159.25, equivalent to the sales tax in *******. The total order was $1384.25. There was no reference to any duty or customs fees being charged. I did not pay anything further on delivery of the order. I returned the entire order, however, I was refunded $1205.00 which was the original amount of $1225.00 less a $20 return fee that I agreed to pay. I initially did not receive a refund for the tax amount of $159.25. Upon further review, the retailer international return policy does indicate "taxes and duties as calculated on the original order will not be refunded." I've subsequently received the refund of the tax amount with the guidance that they are willing to offer a one-time exception but policy states that they do not refund duty or sales tax. Requesting support to validate that this policy is allowable. When the business submits tax returns and pays their tax obligation to the specific jurisdiction, the tax calculation is based on net sales which subtracts any refunded merchandise. As such, if they do not have a tax obligation for refunded merchandise, why do they retain the tax amount charged to the customer This policy seems like a way to increase revenue and take advantage of customers.

  Business Response

  Date: 12/10/2024

  Hello. Once duties and taxes are paid to the ******************** they are a sunk cost and unrecoverable. That means when a customer returns an order, GA is out the D&T for that order.

  Because Good American will not receive the tax back ourselves, withholding it from a customer isnt double dipping as the highlighted question asks, rather a poor customer experience. 

  We are happy to continue to support our customers as the request come in.

   

   

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22614476
  
  I am rejecting this response because businesses aren't liable for tax obligation on certain expenses including returned merchandise.  While GA might remit the tax obligation in a specific period, the returned merchandise expense will reduce the obligation in a future period.  
  

  For reference, other American retailers selling in ****** refund taxes paid. 

  Customers should not have to reach out to GA to have the issue rectified as a "courtesy" and rather, work to resolve the "poor customer experience". 

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/16/2024

  Hi *******, 

  We sincerely appreciate your response and will share this back with our team! 

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered a pair of jeans from Good American (GA) on 6/4/24 for a total of $111.81. On 8/28/24, the button came off of them (it is not reparable). I contacted GA that day by text (their preferred method of communication, they have no phone number) to ask if there was anything they could do about it. The agent offered to replace them (in a smaller size as the first pair was a little big). I have this text thread on my phone. I never got an email confirming that the replacement was going out. I emailed GA on 9/3/24 and got no response. I texted them this morning. Someone asked for my order number, and when I said I didnt have one because it was a replacement, I got no response. I am asking for GA to fulfill their end of the offer to replace my jeans that had a very short duration.

  Business Response

  Date: 09/09/2024

  Hello!

  The customer messaged us via email and text support on August 28th 

  Our support team responded back the same day  August 28th 

  A resolution was provided as the customer agreed to a replacement in a smaller size. In addition, an email with confirmation details was sent to for the replacement to her personal gmail email.

  It looks like the email confirmation was sent on 9/4 due to holiday delays. The shipment shipped out and was marked as delivered on September 6th. 

  We appreciate your understanding and hope the replacement was a good fit! 

  Customer Answer

  Date: 09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 reached out to go to American because of a TikTok competition. They selected winners not disclosing how they would pick the winners so I sent an email expressing my concerns of the unfairness. They reply apologize and give me a link for In order on them. I pick out items. I then pay for the shipping and I write a follow-up email asking if this is a scam they say no its not. We hope you enjoy your orders even complemented me on what I was Getting. A label was created so Id receive the item the next day and then I get an email and a refund for my shipping saying that they messed up and it was only supposed to be for one item. It said nowhere in any email that I was supposed to be for one item before this. I asked no one said anything and I kept going back to ask them why they wont make this right and they say its just one item it doesnt seem fair to lie to me twice.

  Business Response

  Date: 08/12/2024

  Hello. Please note this was a contest via social media. The winner was selected and privately messaged. 

  Good American reserves the right to extend, modify, or discontinue any contest or offer at any time without notice. ****** reached out to us on July 30th stating she qualified as a winner. At this time we messaged ****** back stating our winner had been selected. It was not ****** rather another winner. We stated this multiple times. 

  We wanted to help out ****** by extending a discount code for one item on us. Good American provided her with a code to use towards an item. The giveaway was for a PR box that contained one item.****** processed to place an order worth one thousand dollars plus. 

  This order was recalled as the order was meant for one item. In the end, although ****** was not the selected winner as stated previously Good American provided her with a complimentary order that included SOFT-TECH GOOD LEGS SKINNY JEANS
  Size 10. 
  
  On August 6th we assisted in a return/ exchange which wrapped up the conversation. 

   

   

   

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22080112
  
  I am rejecting this response because:
  When I specifically asked if this was a scam and my order you said no I showed you a screenshot. Then you turn around and say it is!! So its OK for you to just go back on your word because thats what suits you how is that fair? I wrote the original complaint because the rules of your contest stated if your video had no likes you would win a prize. You didnt explain yourself with the prize either of who would win. I dont know how you wont honor what you said you would honor.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Bait and switch promotion from TikTok - stated if you had no likes by July ******* you would receive a PR box. There were no term and conditions or stating a limited number of PR boxes would be handed out. I submitted my entry on 7/26/24 and received no likes on the comment as the rule stated. After the 29th I reached out in email and included a screenshot in which I was told Hi ******,We appreciate you taking the time to share your disappointment. We understand that the challenge guidelines could have been clearer.We sincerely appreciate your patience and understanding! Rest assured that we have forwarded your feedback to our social media team.We apologize for any inconvenience this may have caused.Again, we appreciate your patience. If you have any questions, please don't hesitate to reach out. We are here for you.Best,******* They are admitting they could have been more clear - really the needed to be to not bait and switch consumers.

  Business Response

  Date: 08/22/2024

  Customer reached out to ******************** on 7/29

  Our support team replied same day 7/29, 7/30 and August 1st. 

  The concern was regarding a free PR gift. If your comment received zero likes, the winner would be selected at random from our team. It is Good American's discretion to remove and /or stop any offers at any time without notice. 

  Contest updates was relayed to customer stating the contest had concluded and all winners had been notified. 
  
  

  The Good American team had reached out to several winners picked at random. All winners were notified via email and DM. We understand there were several entries, limited amount of winners were selected at random. In addition, Good American put out a statement addressing comments/ questions around the giveaway via TikTok the first week of August. 

   

   

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22079379
  
  I am rejecting this response because:

  
  You failed to provide upfront, clear instructions which according to the rules where followed on the consumer side, not on your side at all. You as a business can change but youre not allowed to bait and switch consumers.
  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2024

  Hello! To clarify we responded shortly after receiving the customers email response to her message below: on July 29th, customer mentions

   Not sure if you already picked those who won the contest or how youre contacting. A response was provided sharing our winner had been notified and selected. We understand that more winners wanted to be selected. We did our best to make it the best experience for everyone involved. 

  We would be happy to work directly with the customer. A message will be sent to her personal email. 

   

   

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Date of interaction: 12 July 2024 The business sent out not 1 but 2 emails offering 30% off. The terms are as follows:Offer valid thru 07/15/2024 at 11:59pm PT. Offer valid on full price items only. Excludes markdowns. Excludes gift cards. Cannot be applied to past purchases. Cannot be combined with other offers.I was not able to use this code on a new full priced item. I reached out and they said it was because it was new and the offer was sent before the launch. I said nothing in the terms prohibits this. and that it applied to OTHER new items just not this one.I reminded them their terms did not mention anything about them changing the terms of offer without notice so they should honour it. Not long after, they sent me another email for 30% with the same terms. this email is now sent AFTER the launch of a new product. Again, they refused to honour it. Being a repeat customer, I asked for my case to be forwarded to someone higher, the customer service **** *******, refused. I asked a second time and she ignored my email.

  Business Response

  Date: 08/09/2024

  Hi ***,

  Thank you for reaching out and for your continued support with Good American. We sincerely apologize for any frustration caused by the recent experience with your retention offer. We understand how disappointing it can be when a promotion doesnt apply to a product you were excited about, especially our latest release, the Khloe ****.

  As part of our commitment to offering exclusive and unique items, the Khloe **** was released as a limited piece, which unfortunately excludes it from any discounts or promotions. We strive to make these terms as clear as possible, but we regret any confusion this might have caused.

  We want you to know that your satisfaction is important to us, and we genuinely value you as a customer. While we may not be able to adjust the terms for this particular item, were here to ensure that your future shopping experiences with us are as seamless and enjoyable as possible.

  If you decide to give us another try, we are releasing the Khloe **** in the coming months. Attaching a 40% discount code which can be applied to one item. Does not expire. Code: 0NQF29T2Z8BG

  Regarding your request to delete your information, we take your privacy very seriously. To proceed with the deletion of your data, please visit our privacy policy page here (****************************************************************) where you can submit your formal request.

  We deeply appreciate your understanding. If you have any further questions or concerns, please dont hesitate to reach out. Were here to help.

  -The Good American Team 

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased the jeans skirt and paid shipping fee for the delivery with **** My package got transferred to **** and got lost or delivered to the different address. I can't file a clain with *** because they are not responsible. Good Americam charge extra fee for the shipment and can't even guaranty a proper delivery. I contacted them and they promised to replace the item. Shortly after I was informed that item is out of stook and they can only issue me a store credit which I don't need! I would like to get the item I ordered or get a refound. They don't reply to my text massages! This company is a scam! Don't ever order from them!

  Business Response

  Date: 03/27/2024

  Hello. 

  The customer reached out to our support team on 3/17/24 to report a missing package. 

  On 3/14/24 a support agent replied back confirming the delivery was made via **** on 3/17/24 at 11:27 am left at front door. Same day we honored a store credit as the item was out of stock. The customer was able to redeem the full credit we provided on a new order. A refund was not processed as the carrier confirmed making the delivery. 

  We hope this helps clarify. 

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Returned an item for exchange due to a defect on the clothing item when I received it. Requested item of the same size and color. My only return request was accepted and I was promised an even exchange. I returned the item within requested timeline. Good American is now saying they no longer have the same item in stock, so they cannot send me a replacement and they are also not going to refund me for any part of the item. The explanation for this is somewhat unclear but their communication says Sadly, the item went out of stock during the process which is why refund supposed to be issued instead. We are so sorry! However, due to the adjustment and return, no refund will be issued further.The adjustment they are referring to was voluntarily made by them at my request because the item went on sale after I purchased it. I would like a replacement in size medium of either the blue or black denim which is currently still available on their site.

  Business Response

  Date: 01/30/2024

  Thank you for your review. We set a high standard for ourselves, and were so sorry to hear this was not met in your experience with our business. Please email us at ******************************* with your order details, we're happy to help! 

  The Good American Team