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:02/07/2025

  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 have not received a refund for two orders that were cancelled by me. I received emails saying I would receive my refund within 3-5 business days and I havent. My bank does not see anything on their end.

  

  Business Response

  Date: 02/11/2025

  Hey there!
  
  Thank you for your patience as I received and reviewed your BBB inquiry.
  
  We are sorry for any difficulties you may have experienced with order numbers ********* and *********, but I would be happy to look into this further for you. 
  
  Upon 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 these orders, we understand that you have some concerns about not receiving your refund for these orders that you canceled. 
  
  Please note these refunds went through in the form of a reversal. In the case of a reversal, you wont see a refund credit on the statement, you will just see the original authorization drop off the statement entirely after a few days. There will be no payment and no refund. Itll appear as if the whole transaction never happened. Your bank should be able to confirm this for you. Depending on your card issuer, the original charge should have disappeared from the pending charges a few days after the transaction.
  
  The specialist working your case via support ticket #******** also provided you with the **** codes for each of these reversals for you to provide to your bank if you needed further confirmation about these reversed transactions.
  
  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:02/07/2025

  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.

  DATE OF TRANSACTION: DECEMBER 24, 2024 ORDER #: ********* TRANSACTION AMOUNT: $420.35 ITEM: NEW ****** ***** AIR ****** RETRO BROWN SIZE 12 SHIPPING TRACKING #: 1Z1102E90391457841 DELIVERY DATE: DECEMBER 27, 2024 RECIEVED BY: ***** I sold a pair of shoes on GOAT. I sent the package through *** and GOAT received the shoes on December 27, 2024 for verification before they send to the purchaser. I did not receive the money ($420.35) from GOAT and they changed the status from delivered to missing. I contacted GOAT and they sent me an email for me to fill out paperwork so they can try to locate the shoes. The tracking # proves the shoes were delivered to their facility and they were signed by a "*****". After I submitted the paperwork and my ID ********************** stopped responding to me. I just want them to pay me the money they owe me because these shoes were delivered to them and this is bad business to not pay me as a seller and stop responding to my emails for updates. They have no other way of contacting them no phone number anywhere when I search. I have uploaded proof of delivery to GOAT. Thank you so much.

  

  Business Response

  Date: 02/10/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your ****** ***** x Air ****** 1 Retro Low OG SP 'Velvet ******* size 12 US, we can confirm the following:
  

  Due to our large inbound volume, packages are not individually scanned and signed for at our facilities. Instead, the courier will bulk scan each drop-off that consists of hundreds of packages under a single delivery scan. Because of this, there are occurrences when packages are missing from their drop-off.
  
  We can see that your order was marked delivered via *** 1Z1102E90391457841, however, it was not scanned into our warehouse as received. Our support team requested the required documents from you via support ticket no. ********. But it looks like you refused to provide us with the documents.
  
  Additionally, we can see that you did not fill out the affidavit correctly since you printed and signed your name as both the Recipient and Witness.
  
  Regrettably, we are not able to begin the claim process for you without it. If you find that you are able to submit the required documentation no later than 2/25/25, you can reply directly to the original support ticket with the necessary materials and we'll start the process right away for you. 
  
  We appreciate your patience and understanding. Should you require additional assistance, please feel free to follow up with our GOAT support team directly.

• Initial Complaint

  Date:02/06/2025

  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.

  Hello. I have been an avid seller on the platform for 10 plus year. Recently i noticed unethical practices by the company. When you list an item for sale for $100 as an example. The company secretly tacks on an additional $14 to the listed item. Essentially when a customer purchases the item they are not paying the $100 listing price they are paying $114. The company only pays me the initial $100 sale price. The company is secretly pocketing $14 on top of all their commission fees they charge per item. There is no mention of this secret fee anywhere on their website.. This is very shady and unethical and i am writing to bring awareness that this company is doing shady business.

  

  Business Response

  Date: 02/11/2025

  Hello,
  
  Thanks for reaching out.
  
  Wed like to clarify that the additional costs seen at checkout are not hidden fees but rather taxes, duties, and operational costs that apply based on the buyers location. These costs are added to the buyers total at checkout and do not affect the sellers payout, which remains based on the listed price and applicable selling fees.
  
  On GOAT, these charges are included in the final price displayed to buyers. However, on alias, which is a selling platform, sellers list items at their desired price, and the final amount a buyer sees on GOAT may include additional region-based fees, as outlined in our terms (****************************************). These fees vary based on location and are necessary for international shipping, customs processing, and operational expenses.
  
  I hope this helps clarify, and we'd be happy to answer any further concerns via *******************************

• Initial Complaint

  Date:02/04/2025

  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 sent in an item to goat and they still havent verified it and the tracking says lost and they wont pay me when I used there label. I shared the drop off receipt but they still wont reimburse me. This is ridiculous. They want me to do so many things to get my money back.

  

  Business Response

  Date: 02/10/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your BAPE ABC Camo Shark Full Zip Hoodie 'Pink', size S US, we can confirm the following:
  

  You shipped your hoodie using the shipping label we provided for you. However, per the tracking via *** 1Z97747E0309911472, it looks like it was never delivered to a GOAT facility. Our support team requested the required documents from you via support ticket no. ********. But it looks like you refused to provide us with the documents.
  
  Regrettably, we are not able to begin the claim process for you without it. If you find that you are able to submit the required documentation, you can reply directly to the original support ticket with the necessary materials and we'll start the process right away for you. 
  
  We appreciate your patience and understanding. Should you require additional assistance, please feel free to follow up with our GOAT support team directly.

• Initial Complaint

  Date:02/04/2025

  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.

  Back in January 23rd I submit a claim with goat on missing pair of shoes. Its been almost two weeks and they saying my signature doesnt match the id on. It looks the same to me. I just want my money back for the shoes. Like it shouldnt take this long to get money back

  

  Business Response

  Date: 02/08/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 228108842. 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 agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After careful review of your concerns regarding the Air ****** 11 Retro 'Legend Blue / Columbia' 2024 purchased, we understand that you did not receive this order although the shipping courier marked this package as delivered on 01/15/25. 
  
  The support specialist working your case requested a copy of your photo ID as well as an affidavit form so that we could file a claim for your missing package on our end. 
  
  Per our Risk of Loss policy, 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 or to otherwise verify your identity with a third-party service provider before looking into your claim.
  
  For more information on our Risk of Loss policy, please feel free to visit ************************************************;
  
  Our team has since filed a claim with the courier on your behalf. Once the shipping courier processes and approves the claim, we can move forward with issuing a refund. The claim process will take about 7-10 business days, but we will be sure to notify you once we hear back from the shipping courier. 
  
  We hope that this information helps clarify the situation. Should you have any further questions, please follow up in the email thread (support ticket #********) directly. We would love to continue working with you on this matter.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22899093
  
  I am rejecting this response because:
  They notified me and said its been dented. I have spoken with the shipper and they refer to you guys. This is horrible customer service and Im not understanding why I cant get my money back. 
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/15/2025

  Thanks for your response regarding your BBB inquiry.
  
  Regrettably, our claim with the courier has been denied as they confirmed the parcel was successfully delivered to the correct address. Unfortunately, the order ultimately cannot be refunded since the claim was denied.
  
  Although we've made every attempt on our end to resolve the claim in your favor, you do have the option of contacting the shipping courier directly. Please let us know if the courier approves the claim after you contact them and we'll be sure the purchase is refunded.
  
  We apologize for any inconvenience this may have caused, but we appreciate your patience and understanding. 

• Initial Complaint

  Date:02/04/2025

  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 made this purchase on 01/17/25. It shipped to Goat for verification on 1/21/25. Since the day of shipment there have been no updates, not even a tracking number. I have contacted Goat several times and they just keep saying there was a shipping delay and they have to check with the warehouse, but its been a week and now with no specific information and they have stopped responding all together. I have asked for a refund for my clearly lost order, no response. I want my money back so I can replace an order, this was a gift.

  

  Business Response

  Date: 02/11/2025

  Hello, 
  
  We appreciate the opportunity to respond to your complaint regarding order #*********. We take all customer concerns seriously and are committed to providing clear, accurate information regarding this order.
  
  The order was placed on January 17, 2025. The seller shipped the item to GOAT for verification on January 21, 2025, well within the 3 business days required.
  
  This order was part of our international logistics process, which can take additional time due to customs clearance, as outlined in our shipping policy here: ******************************************************************************************************************************** GOAT Shipping Policy. During transit, the order experienced a customs delay, which is beyond GOATs control but is a common occurrence with international shipments. Tracking information was available and provided.
  
  Our team remained in communication with you throughout this process:
  January 28, 2025: Our agent confirmed that the order was still in transit and that we had reached out to our warehouse team for an update.
  January 31, 2025: You requested a refund, stating she believed the order was lost. At that time, the order was still within normal shipping timeframes for an international order.
  February 4, 2025: You acknowledged receiving the tracking information and asked us to disregard previous refund requests.
  February 11, 2025: Tracking confirmed that the package was moving, and you stated that you had canceled any bank disputes related to the order.
  
  At this time, the order has been processed and is in transit, moving as expected through international logistics. As the customer has acknowledged the tracking updates and confirmed cancellation of any disputes, we consider this matter resolved.
  
  GOAT remains committed to assisting you with any further inquiries, but we must clarify that international orders are subject to potential delays due to factors beyond our control, such as customs clearance. We encourage customers to review our policies before placing orders to ensure they understand expected shipping timeframes.
  
  If there are any additional questions, we are happy to assist through *******************************

  Customer Answer

  Date: 02/11/2025

   
  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:02/01/2025

  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 returned shoes by priority mail and have not received my refund. I have reached out to Goat **** confirmed the return was received and now I a not receiving a response regarding my refund.

  

  Business Response

  Date: 02/06/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 504061164. 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 agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After careful review of your concerns regarding the Yeezy Boost 380 'Onyx Non-Reflective' purchased, we understand you returned this item due to the size not fitting. 
  
  The shipping courier marked this package as delivered to our warehouse on 1/6/25, but our warehouse team has confirmed that we did not receive the return. 
  
  We filed a claim with the courier for the missing package and a full refund of $214.07 has been issued to your GOAT credit. This credit expires within one year from the issued date and can be used immediately for any new or future purchases.
  
  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:01/31/2025

  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 sold a pair of shoes on Goat - brand new ****** ***** x Air ****** 1 retro low OG SP medium olive reverse olive size 10.5 mens. I dropped them off at a *** STORE on Jan 20 2025 ( I have drop off receipt) . They were delivered on Jan 22 2025 at 11:10 AM ( there is a proof of delivery through ***) and they were signed for by someone named "PELEAZ" and it says they were left at the dock. I contacted Goat customer support after over 72 hours with no update on my selling order and no authentication update. They responded and told me things were taking longer than normal and my shoes will be authenticated as soon as possible. I checked my goat app to see they cancelled my order and filed a claim with insurance because they could not find the package. WITHOUT TELLING ME ANYTHING. *** denied the claim because there is a proof of delivery. I have not heard a single thing from Goat customer support in over 6 days. They have completely ghosted me and will not answer any messages/ requests. These are valuable shoes that I sold on their website ($550) and they don't even have the decency to give me a response. PLEASE DO NOT SELL ON GOAT! Go to **** I promise their customer support is 1000% better.

  

  Business Response

  Date: 02/10/2025

  Hey there,
   
  I truly appreciate your continued patience as we work through this. I understand your frustration with the confusion regarding your order, and I want to assure you that were committed to resolving this as quickly as possible.
   
  We have been investigating this issue and have filed a claim with the courier thanks to the documents you have provided. Our team has reviewed all details and we have moved forward with an exception on this and processed a full payout of $492.75 for this order to your account, available immediately.
   
  Thank you again for your patience and cooperation during this time.
   
  Should you have any additional questions or need further assistance, feel free to reply directly to *******************************

• Initial Complaint

  Date:01/31/2025

  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.

  Knowing uses fraudulent shipping partners.Order 1-19-25. Shipping label printed 1-24-25.Shipping partner faking a failed delivery attempt at midnight on 1-25-25. Package reported sitting in warehouse ever since.Class Action suit in the making.

  

  Business Response

  Date: 02/04/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 764093457. 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 agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  After careful review of your concerns regarding the Shox R4 ********* purchased, we understand that you have some concerns with the status of this shipment. 
  
  According to the tracking from the shipping courier, this package was delivered to your shipping address on 01/31/25 at 2:06 PM. 
  
  Please understand that GOAT is not the shipping courier but the merchant, so any concerns regarding shipment delays or package handling should be directed to the shipping courier directly. 
  
  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:01/30/2025

  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 fulfilled an order from GOAT. Order number *********. It was for an Off-White Single Arrow Over Hoodie White/Black sz XXL. I sent it with the label they provided *** 1Z11X2350334239985. They received it on January 21, 2025. They said there was a problem with the item. A scuff they said. I know that the sweater was brand new with all the tags. I wanted them to provide me a picture of the problem because that what they normally do. They said they couldnt which odd because they always did in past. So they were going to ship the item back to me. They charged my card $14.75 and provided me with a DHL via **** ******************************. This package has not moved from its location. I have emailed them numerous times and they are not responding. Now Im at lost of over $225. This doesnt seem right. I researched and found that they were sued because of this action. Can you please help? I can forward all the emails to you if needed.

  

  Business Response

  Date: 02/06/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the details regarding this order.
  
  Under the account associated with order #*********, you sold an Off-White Single Arrow Over Hoodie (White/Black, Size XXL) through our platform. The item was shipped to our facility using the *** label we provided (Tracking: 1Z11X2350334239985) and was received on January 21, 2025.
  
  Upon receipt, our team conducted a standard inspection as part of our quality control process. During this review, our operations team identified markings/scuffs on the hoodie that rendered it ineligible for sale on our platform. This determination is consistent with our policies, which require items to meet our condition and listing standards. Since the item did not pass our quality check, the order was canceled, and the item was scheduled to be returned to the seller.
  
  The outcome of the evaluation is final, as our team follows strict guidelines when assessing an item's condition per our selling terms: **************************
  
  As per our Seller Policies, sellers are responsible for retrieval fees when an item does not pass inspection. A retrieval fee of $14.75 was charged to the original payment method, covering the cost of returning the item via DHL eCommerce (final delivery by ****). The return shipment was processed under DHL Tracking: 420800169261290339735006585195.
  
  Upon reviewing the tracking details, we see that the return shipment has a recent update from February 5, 2025 and given an estimated delivery date of 02/10/2025. While we acknowledge delays may occur, it is important to note that GOAT does not control the movement of packages once they are in transit with third-party couriers. We advise sellers to monitor tracking and contact the courier directly for updates. That said, we understand the sellers frustration and have proactively contacted *** eCommerce to investigate the status of the return shipment which has now been updated with an estimated delivery date.
  
  The retrieval fee was charged in accordance with our policies, and a shipping label was created for the return. The delay appears to be a courier-related issue, not an intentional action by GOAT. Our records show multiple responses from our customer support team, including confirmations that the item was being returned and that operations had been contacted for further assistance and recommend following the updates tracking information for the latest updates on their item.
  
  If you require any further support, don't hesitate to reach back out to us at *******************************