ComplaintsforGOAT

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a pair of ****** and was send **** dunks. Not even the same item and they are only offering credit for my order! I want a refund period.

  

  Business response

  08/08/2024

  Hey there!

  Thank you for writing to GOAT regarding this issue with your order 571743663. We sincerely apologize for the inconvenience that you have experienced. I would love to provide further insight regarding this issue. 
  
  After reviewing your order, we can see that one of our agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After careful review of your concerns regarding the Wmns Gazelle Bold 'True Pink Green' purchased, I can see you reached out to us about receiving the incorrect item. We requested photos from you to further investigate this claim. Once those photos were provided, the agent working your case provided you with return instructions so you can receive a full refund in GOAT credit once the return has been received by our warehouse team.
  
  I can see you reached back out through support ticket #******** as you wanted a refund to your original form of payment instead of GOAT credit. We were happy to honor your request, so your refund will be issued to your original payment method instead of GOAT credit once the return is processed.
  
  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

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2024 I purchased a piece of apparel from the GOAT app For roughly $350. This item was supposed to be verified and authenticated, however, after receiving the item and not liking the fit of the hat, I decided to list it for sale on another site And was told that it is not authentic. After reaching out to GOAT Directly I was told that there was nothing that they could do and the only thing I could do was sell the item back to them. Someone who has bought and sold a lot of apparel and sneakers over the years, especially from these organizations It is so sad to see that they will sell items and not stand behind their product and also make the claim that they are authentic and verified when they are not. An item like this is either authentic or fake. There is nothing in between so the reasoning that they provided to me was that according to their verification, it is authentic, but an item like this is authentic universally not just a one party. I am filing this complaint to bring awareness to this issue and make sure that they are held accountable for what they are going to their customers

  

  Business response

  08/08/2024

  Hi there!

  Thank you for reaching out about GOAT order no. *********. We apologize for the current inconvenience you are facing. 

  After a careful review of your concerns, we kindly wish to inform you that our specialists thoroughly review each product that is sold via our platform.
  
  Weve built a vast database with manufacturer notes, so every time a product comes through for verification, our specialists will inspect the item off of those notes. We inspect everything from the stitching to the label, texture to color and so much more to ensure they are 100% authentic. Our trusted partners are verified or vetted by a variety of means, such as digital authentication, in-hand verification, and/or machine learning technology.
   
  In the event our specialists have any concerns, we err on the side of caution and do not proceed with the order.
  
  While we understand a third party platform has given you different information, GOAT stands by it's products and we're unable to use another platforms verification outcome as an indication of authenticity. 
  
  Your item was purchased as a Final Sale and is thus ineligible for return or exchange. GOAT is unable to move forward with the return of this item. 
  
  You do have the option of reselling it in our marketplace. In order to list apparel on the GOAT marketplace, you will need to download the alias app and create an alias account. You can link your GOAT and alias accounts if you'd like, but all of our apparel is listed by sellers via alias.
  

  I understand that this was not the outcome you were expecting and although I wish to alter the resolution, we are unable to make any exceptions at this time.
  
  We apologize sincerely for any inconvenience this may cause you and thank you for your patience and understanding. Please do not hesitate to contact us if you require any additional assistance, and we will be happy to assist.

  Customer response

  08/16/2024

   
  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

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 27th, 2024 @1:56pm, I received an email from ************** which is the the "Alias" sneaker selling platform that is owned by GOAT informing me that my listed sneakers were sold On July 29th 2024 @2:20pm, I dropped off my sneakers that I sold utilizing the "Alias" sneaker selling platform that is owned by GOAT. They were dropped off to their ********* facility located on ****************************************************************************************** sneakers were listed on their website as ****** Ultraboost 4.0 'Breast Cancer Awareness'.Condition: New Box: No original box Size: 10 SKU: BC0247 Price listed: $249 Amount to be made after buyer receives item: $213.95 On July 29th, 2024 @4:11pm, I received an email from ***** informing me that the sneakers I dropped off were found in 'used' condition. They pictured the sneakers showing photos of "dust particles". They mentioned that I have the option to discount the sneaker sale by 5% or the item will be put on consignment for another buyer to purchase my item.I replied to ***** multiple times stating this is a false swindling misrepresentation of the sneaker I dropped off to them. I explained that these sneakers were purchased brand new, never worn and the photos they attached showed only dust particles which is a normal occurrence while any type of shoe is sitting in a closet pending a sale. I exclaimed that these photos do not depict any sort of wear/tear nor any yellowing, dirt, grime around and on the sneakers and is completely a false verification of what I listed and dropped off to their facility. I mentioned this is completely unfair to me as the seller and that I should not be obligated to provide any discount to the buyer for this false claim. When the buyer canceled the sale, ***** had no regard to my request of returning my sneakers back to me in the condition they were dropped off in. They mentioned I have to pay for return shipping which is absurd for something they falsely claimed of the item I was selling.

  

  Business response

  08/08/2024

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 385298759. We sincerely apologize for the inconvenience that you have experienced. I would love to provide further insight regarding this issue. 
  
  After reviewing your order, we can see that multiple of our agents were able to reach out to you regarding your inquiry via support ticket #******** and #********.
  
  After careful review of your concerns regarding the sale of the UltraBoost 4.0 'Breast Cancer Awareness', it looks like our verification specialists found debris on the bottom of the soles which led to the shoes being flagged as used. Photos of this issue were provided to you on 07/29/24 and again with the issues more highlighted on 07/30/24.
  
  Please kindly understand that as a Marketplace, our verification standards for defining an item as New are very precise. Some of the issues we look for include damage, creases, odors, scuffs, and debris. We have a responsibility to ensure all shoes listed as new are in fact new with no signs of wear from being tried on or various storage conditions.
  
  We had 2 different verification specialists review these shoes and confirm that there was debris on the bottom soles as shown in the photos. I do understand that you may disagree with this outcome but we have to abide by what our specialists deem at the time of verification. 
  
  The buyer chose to not continue with the order so the shoes were consigned to your account on 08/06/24. From consignment, you could list the shoes for sale again or have them shipped back to you after paying the Retrieval fee. 
  
  Per our selling policy, "you may be given the option to either have the item consigned with us on your behalf or shipped back to you. If the item is shipped back to you, you will be charged the Retrieval Fee plus any applicable taxes, duties and other charges."
  
  For more on these policies, please visit ************************* and find the section What happens if there are issues with my items?
  
  To request your shoes to be shipped back to you, you will be responsible for the Retrieval Fee which covers the prepaid shipping label provided by alias. 
  
  I can see you have since requested your shoes out of consignment through order number ********* on 08/08/24 and have paid the Retrieval Fee of $14.75. Your shoes should be shipped out to you in the next 1-3 business days. Once the item has been shipped, we will be sure to provide you with the tracking information via email and in the app.
  
  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

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes and spent almost $500 on them. They shipped me shoes with zero care and the box got damaged. In the shoe world the box and its condition is just as important as the shoes condition themselves. I paid for and ordered a pair of brand new and undamaged shoes. I requested a refund and sent all types of pictures they asked to prove what the issues was and they stopped responding.

  

  Business response

  08/09/2024

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After looking into order ********* for theTravis ***** x Wmns Air ****** 1 Retro Low OG SP 'Canary', size 13 US we can confirm the following:
  
  You reached out to our support team via ticket no. ******** with concerns of receiving a damaged box. I do see that you were able to provide the required photos and it was confirmed that you received a damaged shoebox. We truly apologize for any inconvenience you may have experienced.
  

  It appears you were provided with a return shipping label for a full refund once the shoe is shipped back to our warehouse.
  
  We appreciate your patience and understanding. If you have any further questions feel free to reach out to the GOAT support team at ******************************.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son ordered a pair of NEW sneakers online from Goat. He was charged $15 shipping for the shoes to first be sent to Goat and then from there be shipped to him. However upon receiving the sneakers on July 26th 2024 they were dirty and one shoe actually had a crease near the toe. He contacted Goat support from his app less then 2 hours after them being delivered and told them that he had infact received obvious dirty sneakers. Support responded and asked for a few pics of the shoes. After he sent the pictures they requested he received an email apologizing and telling him he can print out the return label to return them and will receive Goat credit for the sneakers 3 days after he delivers them to **** He went to the *** store the same day to print and ship them back to Goat. Then he received an email on August 2nd 2024 informing him that the return was denied. Said they could return them to him or throw them away. There is absolutely no reason for the return to be denied. The sneakers should never have been sent on to him after Goat received them and they were very OBVIOUSLY dirty and not in the condition described by the seller. They should have been returned to the seller. It was bad enough to be told he will only receive Goat credit for the dirty shoes he received from them. ***** the cost of return shipping even though it is of no fault of his own. Now completely out of almost $100! There is also no way to contact customer service on the phone to speak with an actual human. Evidently a customer service number literally does not exist.

  

  Business response

  08/08/2024

  Hi there,
  
  Thank you for bringing this to our attention and for your patience as we thoroughly reviewed the situation. I completely understand your concerns regarding the condition of the sneakers and the return process your son experienced.
  
  After carefully reviewing the case, I can confirm that a full return was approved, and $99.25 in GOAT Credit was issued to your son's account on August 7th, 2024. This credit can be applied automatically at checkout for any future purchase or offer placed on GOAT. I see that it has already been applied to Order #********* for the Forum Low 'Ambient Sky' sneakers in size 11 US.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us at *******************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of sneakers from GOAT i didnt receive my package they left it in the lobby my package was stolen and its hard to get in contact with someone at goat everything is email they dont have a phone number they take forever to reply thats not good customer service I need to speak with someone to solve my problem on not receiving my package. I need a refund or another pair sent out I spent over 200 dollars on these sneakers someone needs to get back to me they should have a phone number to speak to someone.

  

  Business response

  08/05/2024

  Hello, 
  
  Thank you for reaching out and sharing your concerns regarding your recent order with GOAT. We sincerely apologize for the inconvenience you've experienced and understand your frustration regarding the delivery of your sneakers.
  
  Order Details:
  Order Number: 957857638
  
  You reported that your package was marked as delivered but you did not receive your parcel per support ticket #******** on July 30, 2024.
  
  We have thoroughly investigated your claim. The carriers proof of delivery photo indicates that the package was successfully delivered. Based on the carriers records and our terms of service, we are unable to file a claim for the missing package on our end. However, as a gesture of goodwill and to assist in resolving the situation, we have processed a full refund to GOAT Credit. This credit will be automatically applied to your next order, allowing you to replace the item swiftly.
  
  Your account currently reflects $200.06 in GOAT credit which was added on 08/05/24 08:38:39 PDT.
  
  For future reference, please ensure that your delivery address is accurately updated and that someone is available to receive packages during the delivery window.
  
  We hope this resolution is satisfactory and alleviates the inconvenience caused. If you have any further questions or need additional assistance, please do not hesitate to contact usby reaching out to *******************************

  Customer response

  08/05/2024

   
  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22, 2024 I placed an order for mens size 12 shoe. Two pairs were ordered and my son realized one pair has PS on the shoe. Our profile is for mens size 12 so assuming the PS was part of the model of the shoe, we continued to place the order. Within 10 minutes of placing the order we realized PS was preschool and we proceeded to cancel it (site states you have 48 hours to cancel) but we were told we did not have 48 hours; however, it was no problem just send them back when we receive them. We received the shoe July 25 and immediately began the return request. They kept sending messages stating they needed pictures. This went on for a few days as they asked for specific photos of the shoe. Since the last email of requesting more photos on July 29 and me immediately responding, I have heard nothing else from them nor have I received a return label. I have messaged every day and no response.

  

  Business response

  08/03/2024

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 640327863. We sincerely apologize for the inconvenience that you have experienced. I would love to provide further insight regarding this issue. 
  
  After reviewing your order, we can see that one of our agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  Upon further review of your concerns regarding the ****************** PS 'Military Black' purchased, I understand you accidentally purchased this shoe in pre-school sizing instead of mens. Please note that the codes PS/GS/TD in the listing name indicate that these are kids shoes.
  
  Per our cancelation policy, orders can be canceled within 3 hours after the order was placed or before the seller confirms the order, whichever comes first. Orders placed via our Instant program can no longer be canceled as they will ship directly from the warehouse and are confirmed immediately.
  
  Since this purchase was an Instant Ship item, the order was confirmed immediately when the order was placed and the order became ineligible for cancelation at that time.
  
  I can see you have since requested a return of this item in the meantime. The agent working your case via support ticket #******** started the return process for you and provided you with return instructions on 07/31/24. 
  
  Please follow the return instructions provided. Once the return is received and processed by our warehouse team, a refund will be issued to you in the form of GOAT credit less the cost of shipping. Returns can take up to 7 days to be processed, but we will be sure to notify you via email and in the GOAT app with updates on the return status. 
  
  For more information on this, you can visit: ******************************************
  
  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

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Order# ********* I have sent over a half dozen emails to Goat to return an item. Its brand new and unused and I contacted GOAT the exact day I received the item as Goat only gives three days to return the new unused item. Goat responded once that there is no email tied to the order number. I responded to them a half a dozen times that I do have an email and an account, but their system was not allowing me to authenticate the email. I waited a couple of days and obviously with a three day return window I am now coming to the end of so I created a new email account with ******************! I have sent two or three more emails letting them know that Ive now created a new account and to tie the order to the new account and send me a return label, still no reply. Goat had no customer service phone number to call and nobody replying to emails. What a scam of a website. I cannot believe we actually purchased things from this website before; but never again. they are stealing money by not processing returns. If this is not resolved, I will open up a dispute with my credit card company and have them investigate, these unlawful practices. Send me a return label ASAP as I am not getting stuck with these shoes.

  

  Business response

  08/05/2024

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After looking into order ********* for the Dunk Low 'Grey Fog', size 6.5 US we can confirm the following:
  
  You reached out to our support team via ticket no. ******** with an email address that was not affiliated with the order. However, I do see that you were able to create an account and the order was added to your account.
  

  A return shipping label was sent to your email address on 8/01/24 6:50am PDT, and I do see that you were able to open it. Just in case, Ive attached your return shipping label below:
  

  ********************************************************************************************************************************************************
  
  Please ensure the following when processing your return:
  
  Include the GOAT Return Label provided for the return. Returns cannot be processed without our official return label.
  Ensure the item(s) are in the same condition as they were when sent by GOAT, which includes keeping the original tags, no signs of damage, no creases from try-on or wear, no sole wear or debris, and all original packaging.
  Ship out the item(s) within 3 days of receiving your GOAT Return Label. The evaluation process may take up to 7 days from the receipt of the return request, and our team will make the final decision on all return requests.
  
  Once the return is approved, you will be issued a standard refund in GOAT credit, minus the shipping cost to and from you and less any priority processing fee. This credit expires within one year from the issued date, and you can use it towards any new or future purchase!
  
  For any future orders, you can request a return within 3 days from the delivery date via the GOAT app by locating the order number and tapping Request Return.
  
  We appreciate your patience and understanding. If you have any further questions feel free to reach out to the GOAT support team at ******************************.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Number:147539994 Tracking Number: 1ZR645720319132519 The shoes were delivered to the company via *** They confirmed through email that the order was complete and my money was to be sent to my account my money is now in my account but I need to update my information to access it for some reason I can't because every time I get in touch with customer service which I have to get in contact with because without them I can't update my information they always dismiss my case so my money is now stuck in my goat account with me having no way of accessing it because there's a two-step verification and I can't change my information I have to change it through customer support and customer support isn't helping so now I just want my shoes back because I can't access my money

  

  Business response

  08/05/2024

  Hello,
  
  Thank you for bringing your concerns to our attention. We understand the frustration you're experiencing regarding the difficulty in accessing your funds and updating your account information. We would like to address your situation in detail and clarify the steps we've taken to resolve this matter.
  
  Order Number: 147539994
  
  On July 30, 2024, you reached out to us regarding updating your phone number and accessing your funds. We understand that you are experiencing challenges due to outdated contact information and a two-step verification process. To address this, our team has been actively working to assist you.
  
  On July 30, 2024, you requested an update to your phone number. We confirmed receipt of this request and sought verification details to ensure account security.
  
  Our records show that our support specialist communicated with you on July 31, 2024, requesting verification details needed to update your phone number. We understand you faced difficulties with the two-step verification and have been trying to assist you through multiple channels. As you were unable to provide all of the initial requested account information, this ticket was escalated to protect your seller information. 
  
  Our team escalated your request to ensure prompt resolution on August 1, 2024. We attempted to address your concerns and provide an alternative verification method and requested more information which was provided on Thursday, August 1, 2024. Your account has been updated with your new phone number as of August 4, 2024 and a successful cash out was initiated on 08/04/24 11:22:15 PDT.
  
  As per our Terms of Service, we are dedicated to providing secure and efficient support to our users. Account security protocols, including two-step verification, are in place to protect your information. We strive to balance security with customer convenience and appreciate your patience as we resolve this matter.
  
  If you encounter any further issues or have additional questions, please contact us directly at *******************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered shoes which were never delivered to me. I filed a claim with *** and notified the shipper/business the same day. *** acknowledged fault because they contacted GOAT and did not hear back so they updated the delivery address on their own. *** has paid on the claim. I have jumped through hoops doing everything GOAT has asked for, in fact I was the one who filed the *** claim in the first place. I filed a police report as they requested, signed an affidavit, then resigned an affidavit because they were not happy with my signature. *** has already paid them on the claim. They have confirmed and emailed me letting me know that it was paid. I do not want store credit, I will never purchase anything from them after this terrible experience. I want a full refund for the item I did not get. This is not a return. I never received the item and expect them to refund the credit card.

  

  Business response

  07/31/2024

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 396558789. We sincerely apologize for the inconvenience that you have experienced. I would love to provide further insight regarding this issue. 
  
  After reviewing your order, we can see that one of our agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After a careful review of your concerns regarding the Zoom Kobe 4 Protro 'Girl Dad' purchased, I understand that you did not receive your order although it was marked as delivered by the shipping courier on 06/14/2024. Following our standard procedure for missing package claims, we requested that you fill out an affidavit, send us a copy of your photo ID, and because of the high value of the order, file a police report. 
  
  While we understand that you filed a claim directly with the shipping courier, we also need to file a claim on our end since the label was generated by us and the reimbursement would be coming from our end. 
  
  Please note that our purchase and return policy states that: "The risk of loss and title for items purchased by you passes to you upon our delivery of the items to the carrier. Replacement of products and credits to your account for shipped items claimed as not received are subject to our investigation, and we may require you to sign and return an affidavit before looking into your claim. We will replace products and credit your account at our discretion." This can be viewed at ******************************************  
  
  I can see that you provided the requested information to the agent working on your case, and we filed a claim with the shipping courier for your missing order on 07/23/24. The claim was approved and we issued a full refund of $348.68 to your GOAT credit on 07/26/24. 
  
  I understand that you expressed that you would like the refund issued to your original payment method instead of GOAT credit. Our team processed this request for you and reversed the refund from GOAT credit to your original form of payment on 07/30/24. Those funds should be back in your account within 3-5 business days. 
  
  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!

*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. ↩