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:04/23/2025

  Type:Service or Repair 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 a pair of Triple Black Suede 9060's on 4/16/25. Upon receiving the sneakers and closely examining them I discovered they were not authentic. I immediately reached out to GOAT to report the issue. They requested several pictures from all angles. I provided the pictures. Unfortunately, I recieved an email stating they couldn't open the pictures and they requested that I send them again. In the mist of this back and forth game. I was tossed to several different customer support specialist. I must have sent the pictures 4 to 5x before finally they were able to review them to only determined on today that the sneakers are authentic. Which is not true. I own 2 pair of these sneakers in different colors and I went over the Triple Blks with a fine tooth comb and saw several irregularities/differences that was definitely concerning. One which stood out to me most was the insoles in the sneakers. One of the insoles read " The intelligent choice". Big red flag. Not to mention the insoles feel like they were made out of sand paper they are so hard and extremely uncomfortable. The stitching on the sneaker is off. The labels are off. Everything about the sneaker is off and they are refusing to accept the sneakers back and refund me my money back to the original form of payment. Lastly the lack of compassion, understanding, and regard each representative showed was certainly distasteful. This whole process was very frustrating and unfair. They actually offered me a lesser Goat Credit If I decide to not want to keep the sneaker after being told they are authentic. Mind you this is my second time receiving merchandise from GOAT that was fraudulent. The last experience wasn't nearly as painful. They admitted they missed the **** and respectfully honored my request and issued a full refund. This time they are giving me the run around and I don't appreciate it. I just want my money back thats all. I don't want these fake sneakers. This is so embarrassing to me.

  

  Business Response

  Date: 04/24/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 258369258. We sincerely apologize for the inconvenience that you have experienced. I would love to provide further insight regarding this issue. 
  
  Upon reviewing your order, we can see that one of our support specialist was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After careful review of your concerns regarding the 9060 'Triple Black Suede' purchased, we understand that you believe the item may be inauthentic due to the quality of the shoes.
  
  Authentication accuracy is our top priority. Rest assured, every sneaker is authenticated through a rigorous verification process using data and information accumulated from researching and inspecting the intricacies of authentic pairs. I worked with our warehouse team and was able to confirm the shoes successfully passed our authentication process on 04/17/25. 
  
  However, we requested photos from you of the shoes you received so that our authentication team could take another look. Our team confirmed again that the shoes were authentic.
  
  We understand you were still unhappy with the order and wanted to return the shoes. As a one time courtesy, the support specialist working your case provided the return instructions for you to receive a full refund to your original payment method as requested. Please feel free to follow those return instructions and we will be sure to notify you via email and in the GOAT app with updates on your return status.
  
  We deeply appreciate your patience throughout this process. Please feel free to reach back out to our GOAT support team directly should you have any further questions or concerns. We will be more than happy to help!

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair 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.

  Purchased a pair of shoes Dec 18 for my son. The wrong size came. We tried to return them, which took multiple steps with GOAT. At least a dozen pictures had to be submitted online before they would allow a return. Once approved we sent them back. They would not give a refund, only store credit, and they kept the money for processing and shipping. We received a confirmation as such. About a month later we attempted to use the credit. It failed. We inquired. They now claim the *** number did not match, which is a lie. We have the pictures to prove it. And they failed to send me this supposed mismatching SKU number, for obvious reasons -- it's not true. And now they are saying they will only resell them for me at yet another charge. This is insane. These people are just stealing money.

  

  Business Response

  Date: 04/23/2025

  Hi there,
  
  Thank you for reaching out about order no. 297992422.
  
  After reviewing the details, we can confirm that while the *** was correct, the return was declined due to the condition of the item upon arrival.
  
  The shoebox was returned damaged, which does not comply with our return policy. As outlined in our guidelines, all returns must include original packaging in the same condition it was sent, with no damage.
  
  The Yeezy Boost 350 V2 'Bred' has since been consigned to your account. If youd prefer to have the item shipped back to you instead, you can request that through storage at any time.
  
  At this time, we regret to inform you that we are unable to change or alter the resolution. 
  
  We apologize for the inconvenience this has caused you. If you have additional questions, please contact our support team directly at ******************************* Thank you. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23231604
  
  I am rejecting this response because:

  we sent them a picture of the box. It was in the exact same condition as received. They accepted this picture and accepted the return accordingly. If something happened in transit with their carrier, that has nothing to do with us. We did our part.
  They simply need to give me the store credit. I do not want the shoes back obviously. Because they sent the wrong size.
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 04/24/2025

  Hi there,

  Thank you for the response. 

  We understand your concerns and appreciate you providing photos prior to the return. However, our return decisions are based on the condition of the item as it is received by our team.

  Upon inspection, the shoebox arrived damaged, which does not meet the requirements outlined in our return policy.

  While we reviewed the photos you submitted, we are only able to assess and process returns based on the physical condition of the item when it reaches us. If any damage occurred during transit, we recommend contacting the courier directly, as we are not liable for issues that arise while the package is in their possession.

  As the return did not meet policy standards, we are unable to issue store credit. The Yeezy Boost 350 V2 'Bred' has been consigned to your account, and you may request it be shipped back to you at any time.
  
  I understand this was not the outcome you were expecting and I sincerely apologize for the inconvenience to you. However, after conferring with our leadership team, it has been determined that no exceptions will be made at this time and we have to abide by our company policies.
  
  Thank you for your understanding. 
  

• Initial Complaint

  Date:04/21/2025

  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 placed an order with GOAT for a sneaker that was clearly marked as Pre-verified and Instant Ship with Priority Processing. I paid extra for this service expecting fast fulfillment.Its now been 5+ days and the order status says the item is being shipped to GOAT for verification, meaning it was never pre-verified in the first place. This is clear false advertising and a serious breach of consumer trust.I have also raised a support ticket (Ticket #********) and followed up multiple times but GOAT has failed to respond.I am requesting an immediate full refund with no deductions and cancellation of the order. If this issue is not resolved promptly, I will proceed with a formal dispute via my bank and share my experience publicly.GOATs misleading product listing and lack of customer support is unacceptable, and I hope the BBB can help resolve this matter fairly.

  

  Business Response

  Date: 04/24/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 447763920. I would love to provide further insight regarding this issue. 
  
  Upon reviewing your order, we can see that one of our support specialist was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After careful review of your order for the Air ****** 1 Retro Low OG 'Rookie of the Year' purchased, we understand your concerns regarding the order status for this purchase.
  
  Please kindly note that per our shipping policy, non-US orders for 'Instant Items with Standard Delivery' will typically take between 5-30 business days to be delivered.
  
  Additionally, we understand that you had concerns regarding your Instant Ship item going to a GOAT facility first. Please kindly understand that some items will go through our warehouse for light inspection, depending on the buyer's address and our carrier network.
  
  At this time, it looks like your order was successfully verified and is currently in the queue to be packaged and shipped out. A member of our warehouse team will reach out in a separate email with a link to the tracking number as soon as the courier scans the item for delivery!
  
  For more information on our shipping policy, please visit our FAQ: *************************************************************************************************************************************;
  
  We deeply appreciate your patience throughout this process. Please feel free to reach back out to our GOAT support team directly should you have any further questions or concerns. We will be more than happy to help!

• Initial Complaint

  Date:04/21/2025

  Type:Order 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 bought these shoes from G.O.A.T I don't know exactly what happen but the shoes never came they did charge me still ive been on refund pending for 3 years I didn't really realize til now that still nothing has happened I sent over picture of proof of me making a claim and still failure on there side to make the claim right

  

  Business Response

  Date: 04/25/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your Air ****** 4 Retro 'Midnight Navy', size `12 US, we can confirm the following:
  
  A refund of $323.30 USD was successfully processed back to your original payment method on 11/30/22 1:21pm PST. For this purchase, it looks like you used a **** prepaid card ending in 2202 as the payment method. 
  

  Normally, the refund is reflected through your statement in 3-5 business days. If the refund isnt being shown, we suggest contacting your financial institution directly for further assistance. You can provide them with the Acquirers Reference Number (ARN) so that they can locate the transaction through their system. 
  

  ARN: 24011342335000025313825
  
  Should you require additional assistance, please feel free to follow up with our GOAT support team directly.

• Initial Complaint

  Date:04/19/2025

  Type:Delivery 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.

  Order 4-12-25 $308.51 There has been no update for the seller in over a week. The website state if there is no updates within 72 hours they automatically refunded the order. That has not happened. I stated I want my refund no response. Order#

  

  Business Response

  Date: 04/25/2025

  Hi there, 
  
  Looking into this order *********: Total Charged: $308.51 (refunded at 04/19/25 8:16am PDT). The total was refunded to the original payment method on 4/19/2025. Please allow 3-5 business days for this to reflect on your account. If you have any further questions or concerns, don't hesitate to reach out to *******************************

  Customer Answer

  Date: 04/25/2025

   
  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:04/17/2025

  Type:Product 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 purchased an item unbeknownst / unaware the description and picture of item didnt match. I wanted the item in the picture. I didnt realize the discrepancy until i received the item in the mail. I ask for full refund back to my credit card due to item not mactching. Which doesn't agree with their return policy they want to refund a deducted price and give store credit. Was advised they would look into it. Was sent a return label. I returned the item and website said refund approve. However the item was sent back to me. Website reflects refund issued.Since my request they have fixed there webite and change pictures so all item match up.I added pictures of the item with wrong description and with the corrected description. The only pic i dont have they have since switch to the correct pic is the last one that showes my purchased order. At first it reflected the grey hoodie but now it reflects the off white shirt.I requested a call and keep getting emails no call. Please assist me. Thanks

  

  Business Response

  Date: 04/23/2025

   Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your PURPLE BRAND Oversized Long-Sleeve Tee 'Off White', size M US, we can confirm the following:
  
  When you placed the order, we discovered that the incorrect product photo was mistakenly used on our website/app. While the item you received matched the product name and listing, we completely understand how misleading the photo was.
  

  We also noticed that your initial return was unfortunately denied by our warehouse and returned to you. Rest assured, weve already flagged and corrected the listing image, and **** issued a new return shipping label to ensure everything is taken care of properly.
  

  Once the return arrives, well promptly issue a full refund. We truly appreciate your patience and understanding while we work to make this right.
  
  Should you require additional assistance, please feel free to follow up with our GOAT support team directly.
  

  Customer Answer

  Date: 04/24/2025

   
  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:04/14/2025

  Type:Service or Repair 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 ****** handball spezials for $95.75. after ordering i was reading a lot about how they run big, so i contacted customer service and asked to cancel my order. it was around 7 ish hrs average i had placed my order but keep in mind THEY HAVENT SHIPPED at that point. when i contacted them my answer was that at has been over the 3 hr mark to cancel and they wouldnt let me, even though they were not shipped or anything and told me i would just have to return them. now to return them i am being told i will only be getting back $54.10. i have purchased many shoes from GOAT but from here on out they will never get business from me again. what a waste of money.

  

  Business Response

  Date: 04/15/2025

  Hi there,
  
  Thank you for reaching out about order no. 833640108. 
  
  GOAT is a ship-to-verify consignment marketplace, meaning independent sellers provide the items listed for sale and the stock is not owned by GOAT. As a result, GOAT does not have the inventory available to provide exchanges.
  
  When an order is placed, the seller is notified and they will ship their item to GOAT for the verification process. Due to the nature of consignment, buyers have 3 hours to cancel the order after it was placed or before the seller confirms. This is to ensure the order is canceled before the seller begins the shipment process. 
  
  For eligible items, you will have 14 days after receiving your item to submit a Standard Return request.
  
  The Standard Return policy is for users who want to return their items for a number of reasons such as changed mind, wrong size, not as expected, etc.
  
  Under the Standard Return policy, your refund amount will be the item total minus the shipping costs to and from you, a return processing fee equal to 15% of the item's price, and any priority processing fee paid.
  
  Please note that we only issue full refund exceptions if you were shipped the wrong item. In this instance, it was a buyer error. Therefore, no exceptions can be made for the return process. 
  
  It is the buyers responsibility to review the terms and conditions of using the platform prior to making a purchase. By placing an order, you agree to our terms including the cancellation and return policies. 
  
  We apologize for the inconvenience during this time. If you have additional questions or concerns, please feel free to reach out to our support team directly at ****************************************************.
  
  Thank you.
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23202244
  
  I am rejecting this response because:
  i am still out over $40 for absolutely no reason and have nothing to show for it. it was not shipped therefore should have been cancelled right then and there when i asked. not a buyer problem . 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/17/2025

  Hi there,
  
  Thank you for the response.
  
  After careful review, you stated that you reached out around 7 hours after placing your order.
  
  Per GOAT policies, buyers have 3 hours from when the order was placed to request a cancellation or before the seller confirms - whichever comes first. As previously mentioned, by choosing to use our platform, you agree to our terms including the cancellation and return policies. 
  
  Although your order was not shipped at the time of your request, it was no longer eligible for a cancellation according to our policies as it was past the 3-hour timeframe. 
  
  While we understand you purchased the wrong size, the order was fulfilled accurately based on the size selected at checkout. GOAT is not responsible for buyer errors when placing an order.
  
  For items a buyer purchased incorrectly, it can be returned under our Standard Return Policies within 14 days of purchase. In line with our Standard Return Policy, your refund will reflect the items total minus shipping costs (both to and from your address), a return processing fee of 15% of the items price, and any priority processing fees paid at checkout.
  
  I understand this was not the outcome you were expecting and I sincerely apologize for the inconvenience to you. We do, however, have to abide by our company policies at this time.
  
  We appreciate your understanding and advise reviewing our terms and conditions prior to placing any future orders. Thank you. 

• Initial Complaint

  Date:04/12/2025

  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 placed an order through GOAT (Order #*********) for a pair of Air ****** 3 Retro OG Black Cement sneakers. The package was marked as delivered by ****** but when I arrived home, it was not at my residence. I contacted GOAT immediately to report the missing package. GOAT provided a blurry delivery photo from ***** that does not show my residence or any identifying features to confirm that the package was actually delivered to my address.Despite this, GOAT has repeatedly denied my claim, insisting that the blurry photo is sufficient proof of delivery. I was asked to sign an affidavit and obtain a police report. The local police department informed me they could not provide a report for a missing package. I followed up with ***** as advised, but they also refused to take further action.GOATs communication has been inconsistent, with long delays (sometimes over a week) between responses. When I filed a dispute through ****** (the payment processor), GOAT claimed they could no longer assist. ****** denied the claim based solely on the same blurry image. After more follow-up, GOAT ultimately stated that my claim fell outside their 1530 day windoweven though the delays were caused by their lack of timely support.I have exhausted every option presented by GOAT and have still not received the item I paid for. They continue to deflect responsibility between themselves and the carrier while providing no clear resolution. I believe this handling of my case reflects a broader issue in GOATs customer service and shipping ******************************* is currently under investigation by the ************************ (***) for issues related to fulfillment and shipping practices, and I intend to submit full documentation of my experience as supporting evidence for that case as well. I am requesting a full refund for the item I never received

  

  Business Response

  Date: 04/13/2025

  Hi there, 

  Thank you for your patience as I received and reviewed your BBB inquiry. 
  
  Upon further review, I see that you contacted our support team on Nov 30, 2024, about your GOAT order #********* via ticket #******** of the Air ****** 3 Retro OG 'Black Cement' 2024 size 9.5 to report that you had not received your shipment. 
  
  Our specialist informed you that since a delivery photo was provided on 11/29/2024, we could not assist further due to the carriers delivery confirmation. 
  
  Nonetheless, we decided to help you by requesting the necessary documents to file a missing package claim with the carrier on 12/08/2024. However, after several requests for the completed documents, we did not receive them, which prevented us from filing the claim within the 14-day timeframe to file a missing package claim. 
  
  Additionally, since you disputed the order, we were unable to proceed with our investigation as we now had to work directly with your financial institution to resolve the dispute. 
  
  At this time, the dispute has been closed in favor of GOAT based on the information provided. Unfortunately, your claim has been denied, and well no longer be able to assist you further. 
  
  Moving forward, if you would like to continue to pursue the missing package claim, you will have to work with the courier directly. GOAT is not liable for missing packages as this is not covered under our missing package policy. 
  
  If you have any additional questions or concerns, don't hesitate to reach out to our support team: **************************************************** 

  Customer Answer

  Date: 04/14/2025

  This response continues to misrepresent the facts and shifts blame onto me, the customer, instead of accepting responsibility for a failed delivery process.
  
  
  First, I reported the missing package on the same day it was marked as deliveredNovember 29, 2024. The photo provided by the courier as proof of delivery was blurry and did not show my residence or any identifiable features. I immediately flagged this as insufficient, yet GOAT dismissed my concern without proper investigation.
  
  
  GOAT claims they requested documents from me to file a claim with the carrier, but I never received clear communication regarding any deadline or urgency related to the 14-day window. In fact, support responses were delayedsometimes taking over a weekand only after persistent follow-ups from me. When I attempted to follow up and complete the process, I was told the claim couldnt proceed.
  
  
  Additionally, GOAT conveniently uses my dispute with Affirm as a reason to stop investigating, but that dispute only occurred after weeks of delay and lack of resolution from GOAT. Once the dispute was closed in GOATs favorbased solely on the same inadequate photoGOAT refused to revisit the case and claimed the dispute process had closed the matter permanently.
  
  
  The repeated deflection to the courier is unacceptable. I paid GOATnot FedExfor this item, and it is GOATs responsibility to ensure the product is delivered. The customer should not be left to resolve logistics failures on their own.
  
  
  I have already filed a formal complaint with the ***, and I intend to share this entire case publicly to help other consumers avoid the same treatment. This is not just poor serviceits systemic negligence and a failure to protect customers.
  
  
  I am again requesting a full refund for the product I never received.
  
  
  Complaint: 23195938
  
  
  I am rejecting this response because:
  
  
  GOAT has failed to take accountability, ignored critical evidence, and denied support at every turn. Their dismissal of a blurry, unverifiable photo as proof of delivery is unacceptable. They have delayed communication, misrepresented the sequence of events, and have now fully abandoned the case without resolving it. This is not resolved and will not be until I receive a refund or product.
  
  
  Sincerely,
  ***** *********
  
  
  

  

  Business Response

  Date: 04/17/2025

  Hi there,
  
  Thanks for following up on your BBB inquiry. 
  
  According to the tracking records, your shipment was marked as delivered on 11/29/2024 at 4:16 PM with a photo that matches the address input on your order. Our records show that you contacted our support team on 11/30/24 at 10:56 am to report that you did not receive your order.
  
  Additionally, on 12/01, you notified our team that although the tracking confirmed that the shipment was delivered, you did not see it upon arrival back to your residence. 
  
  GOAT is not liable for lost or stolen packages, as this is not covered under our missing package policy. Please note that the risk of loss and title for items purchased by you passes to you upon our delivery of the items to the carrier.
  
  Regarding not receiving any communication about the urgency of the documents, to clarify, when the specialist first requested documents on 12/08/24, it was mentioned that the required documentation was to be provided within 7 days, so we can start the claim process for you.
  
  You followed up with us on 12/08/24 and stated, I will not be wasting any more of my time with a police report nor signing any affidavit with a witness as I do not have any other people to sign this.
  
  On 12/12/24, our specialist followed and informed you that without the documents we would be unable to process your claim to continue assisting you and you were advised to work directly with the carrier. 
  
  Despite the lack of required documents, we needed to move forward with the claim. I can see that our leadership team filed a claim, and regrettably, it was denied.
  
  However, if you are able to get a hold of the courier and overturn the decision, we will be more than happy to further assist you with this claim
  
  Were sorry youre unsatisfied with the outcome. However as we exhausted all avenues of assistance were unable to process any additional claims or assist further on this matter. 

• Initial Complaint

  Date:04/12/2025

  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 placed an order and forgot to put my apartment letter so the package was returned to **** . I called **** they told me they sent the package back to the sender which I didnt have an issue with. Ive contacted goat they told me they cannot change the address, which was also fine. Ever since Ive asked for a refund since April 9th they have been ignoring me leaving me unsatisfied! Ive contacted them 3 times on 3 different dates about a refund, which were April 9, April 11 & April 12 still no response. So now I would like to take further actions.

  

  Business Response

  Date: 04/13/2025

  Hi there, 
  
  Thank you for reaching out regarding your recent order at GOAT.
  
  After careful review of Order *********, we understand the address given during checkout did not include the unit number. 
  
  Since the courier could not deliver this item, your order will returned to our facilities where it will be placed under your GOAT consignment. 
  
  Once delivered and processed by our team, we will be sure to reach out. Please note it can take up to seven business days for consignment.
  
  Per company policy, you may reship your item to the correct address or resell this item to recoup your funds. Sadly, cancelations are no longer eligible on final sale items.
  
  If you any other questions or concerns on how to proceed with those steps, please reach out to GOAT support via ticket 16555477. 

• Initial Complaint

  Date:04/10/2025

  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.

  Subject: Formal Complaint Submission GOAT ********* / Website Submission Failure Dear *** or Madam, I am writing to formally submit a consumer complaint regarding GOAT *********, a business headquartered in ***********, **********. Despite multiple attempts, I have been unable to submit this complaint through the official BBB online platform. The website either fails to recognize the business when searched, or redirects to a non-functional submission path, thereby preventing completion of the process. Given the urgency and seriousness of the matter, I am reaching out via email in the hopes of having my complaint formally filed and investigated. ? Business Information: Company Name: GOAT ********* Business Address: ******************************************* Website: ************************** Email (public): ******************************** Complaint Summary: On March 14, 2025, I placed an order with GOAT ********* totaling $447.50 (order numbers: #********* and #********). Although the company marked the items as delivered, I never received the products. Despite providing government-issued ID and written confirmation of non-delivery, GOAT has refused to issue a refund or re-ship the items. The company has failed to provide any verifiable proof of delivery (e.g., recipient signature, delivery photo, or ********* and instead references an undefined delivery scan, placing the burden on the consumer to investigate the issue through the courier or local authorities. This conduct, in my view, constitutes a violation of fair business practices and consumer protection standards. ? Requested Resolution: I respectfully request that BBB assist in resolving this dispute by urging GOAT ********* to: Issue a full refund of $447.50, or Resend the products as originally ordered. I am prepared to provide full supporting documentation, including: Order confirmations Klarna payment details Email correspondence with GOAT Statement of non-delivery Please confirm receipt of this complaint, and advise whether any further action is needed on my part to ensure proper registration in your system. Thank you for your assistance. Sincerely, ***** **** Altinay

  

  Business Response

  Date: 04/15/2025

  Hello,
  
  Thank you for allowing us the opportunity to respond to your complaint regarding the non-receipt of the March 14, 2025 orders placed through GOATs marketplace.
  
  Looking into this, you placed two orders on March 14, 2025, totaling $447.50 USD, paid via Klarna. Both packages were shipped via **** and tracking information confirmed delivery to the address provided by the buyer. 
  
  The **** delivery scans indicated the following: 
  
  Order *********: Marked delivered on March 24, 2025
  Order ********: Marked delivered on March 20, 2025
  
  Per standard practice and our Terms of Use (see: **********************************************************), GOAT relies on the delivery scan from the courier to confirm receipt of goods. **** does not provide delivery photos or GPS confirmation for standard mail service, and a delivery scan is typically treated as sufficient proof of delivery under common carrier standards. Upon notifying our team that she had not received the packages, we requested and you submitted:
  
  - A written declaration of non-receipt
  
  - A government-issued ID
  
  - Klarna payment details
  
  While initial review supported the validity of the **** scans, we fully understand that delivery scans alone can be insufficient when customers explicitly report non-receipt, particularly when no additional proof (such as signature or GPS logs) is available from the courier.
  
  Although the courier had marked both orders as delivered, and despite an initial denial of an exception, GOAT ultimately decided to override the couriers claim decision in favor of the buyer. On April 9, 2025, we issued full refunds for both orders:
  
  Order #*********: Refunded $214.75
  Order #********: Refunded $232.75
  Total refunded amount: $447.50 USD
  
  These refunds were processed to the original payment method associated with Klarna. Depending on the card issuer or bank policies, refunds may take 310 business days to reflect on the customers account.
  
  You were notified of this resolution via email on April 9, 2025. We appreciate your prior business and hope this resolution restores confidence in our platform. Should you have any further concerns, you are welcome to contact our support team at *******************************