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:01/17/2025

  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.

  For my order *********...Subject: Complaint Regarding Misdelivery and Refund Request To Whom It May Concern at BBB,I am filing this complaint against GOAT for their failure to address a misdelivery of my order and for providing insufficient resolution despite clear evidence. I purchased an item (Order #*********) that was intended to be delivered to my address:***************************************************************************** However, the package was mistakenly delivered to a different address, ***************, as confirmed by *** in their notification (attached for your reference). *** has admitted responsibility for the delivery error and stated that the package cannot be retrieved, effectively marking it as lost.Despite this evidence and my repeated communications with GOAT, they have failed to process a refund to my original payment method. Their responses have been dismissive, and they are merely offering the runaround instead of a clear resolution. This lack of action is unacceptable, especially since the item was a gift for my sons birthday, and the situation has caused unnecessary stress and frustration.I demand that GOAT:1.Refund the full amount of my purchase to my original payment method immediately.2.Provide a clear explanation of why the refund has not been processed despite the conclusive evidence provided by ****Attached, you will find the proof from DHL acknowledging their misdelivery and the steps they have taken. I expect GOAT to act in good faith to resolve this issue promptly. Please refund to my original payment method. Thank you for your assistance in holding GOAT accountable for their lack of customer service.Sincerely,******* ********

  

  Business Response

  Date: 03/12/2025

  Hi there,

  Thank you for reaching out about order no. 866188954. We are sorry to hear about the inconvenience you are currently facing. 

  After a review, it looks like our agents have assisted you with filing a missing package claim for the misdelivery of your package by ***. During the claim process, we ask for your patience as we must follow the formal steps outlined by our policies. We are unable to take any action on the order until the claim has been closed.

  As of now, the claim for order no. 866188954 has been processed. A full refund of $265.98 was processed back to your original payment method on 01/27/25. 

  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.

• Initial Complaint

  Date:01/16/2025

  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.

  On 12 -21_24 i ordered some ****** legend blues 11 as a gift for my son I received them on 12-*****. I tried to email and cancel my order because than I noticed the reviews were really bad and was afraid to get a counterfeit pair nevertheless, I got the shoes on 12 ***** and go figure the shoes are not authentic even though they send you the tag that says theyre authentic they are not the shoes are Are fakes. You can tell by various reasons starting with the soul. The stitching of the soul is all messed up and and its lifted the deeper you go where the toes are , the front of the shoe and bottom souls are not the right blue faded color, Stitching needs work in several areas. They asked for me to send them pictures. They take their sweet time to respond all give you the run around so before you know it the so called time frame will expire. And you cant get a hold of anybody only through emails. I let them know from the beginning of the quality of the shoes does not meet the standards or what I paid for if they can just send me the shipping label and give me a full refund which till this day they still havent done. This company is a joke. And very fraudulent, All they seem to do is go around ripping people off from their hard earned money refusing to give refund and then charging all these fees so they could keep as much of your money when they definitely know that their products are faulty and not authentic and they try to make themselves look good by saying theyre gonna give you store credit . Why would I want anything else from the store or trust anything they sell taking a chance if its real or in new condition, no thanks dont want no store credit. I want my money back.

  

  Business Response

  Date: 01/21/2025

  Hey there!

  Thank you for reaching out regarding your BBB inquiry.

  After reviewing order 690428441 for your Air ****** 11 Retro 'Legend Blue / Columbia' 2024, size 10 US, we can confirm the following:
  

  After looking into this claim, it looks like you have disputed the order with your financial institution. Since you have taken this step, we will move forward working directly with them. 
  
  A few things to remember about the dispute process:
  
  We have submitted a claim with the carrier
  Because we are working directly with your financial institution to resolve, please reach out to them directly for the status of the dispute
  We understand the delay can be frustrating. Please know the process can take up to 90 days as we now follow the formal steps outlined by your financial institution
  
  We appreciate your patience and understanding on the matter. Should you require additional assistance, please feel free to follow up with your financial institution directly.

• Initial Complaint

  Date:01/16/2025

  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 purchased a size 11.5 "2020 Court Vintage Premium 'White' ***** sneaker on 12/15/2024 as a Christmas gift for my son. After opening it, he said he wears a Size 11. He did not take the shoe out of the box or try it on. I paid to return the sneaker to GOAT. Per their refund instructions, I sought a credit that I planned to use to purchase the proper size: 11. They instructed me that they would not accept the return because of signs of wear and tear. This is ludicrous, because the shoe I purchased was sold to me as "new" and was never removed from the box. I tried repeatedly via email to seek a resolution and continued to get a dismissive, boilerplate response. It is my strong belief that this is a scam and that I am likely not the first victim. I wonder, frankly, if the company ever provides refunds, in spite of its return policy, which I read carefully before purchase. They have refused to provide me with a phone number to speak with a human being; instead they have sent a series of odd-sounding emails. I was seeking either a refund, merchandise credit or a substitute shoe.

  

  Business Response

  Date: 01/18/2025

  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 number ********, 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 #********. 
  
  Unfortunately, we do not have a phone line for customers. We only handle customer support via email and in-app messaging at this time. 
  
  After careful review of your concerns regarding the Court Vintage Premium 'White' purchased, we understand that the shoes did not fit your son, so you chose to return them. 
  
  Please note per our return policy, item(s) must be in the condition they were in when sent by GOAT, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris, and all original packaging included.
  
  Unfortunately, our verification team found signs of the shoes being worn when they were returned back to **. There was creasing found on the shoes, and dark markings on the bottom soles, so the shoes are now considered used as they are no longer in new condition. Photos of our verification teams findings were provided to you via support ticket #********. 
  
  Since the shoes were shipped in new condition and returned to ** in used condition, we are unable to process a return at this time. You can request to have the shoes shipped back to you, or place them for sale on GOAT. You can select how you would like to proceed in the GOAT app. 
  
  For more information on our Return policy, please feel free to 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

  Date:01/16/2025

  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.

  On December 9, 2024 I placed an order for pre-verified, priority processing *********** Air Vapormax 2023 Flyknit sneakers as a Christmas gift for my sister. With this pre-verified option, it meant that the sneakers were already authenticated and ready to ship. I paid $8 extra with the total being $150.19 The sneakers were delivered within 3 days and the box was set aside until I wrapped them.Due to my work schedule, I did not see my family until January 1, 2025, wherein the sneakers were unwrapped and one shoe was tried on the same day, which was the left shoe.On January 2, 2025, my sister sent a picture showing the other sneaker that stayed in the box was another left shoe.I immediately contacted GOAT support, received a quick response requesting additional photos. The photos were uploaded the same day to the same email thread and I awaited another response. Being that it was the holidays and they may have been busy with multiple requests, I did not follow up until January 7, 2025 with no success at a response.On January 9, 2025, I followed up again with no *********** final email was on January 14, 2025, wherein I stated a formal complaint would be filed if no response was provided which went unanswered.The request made on my end was for simply another pair that is correct or a refund, as my sister had been wanting these sneakers but was unable to purchase them. This was also my first order with GOAT due to being skeptical about it being a resale store, but thought Id give it a chance since the sneakers were already authenticated, per their website.

  

  Business Response

  Date: 01/18/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 946684875. 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 Wmns Air VaporMax 2023 Flyknit 'Black Iridescent' purchased, we understand that you received two left shoes. We are truly sorry to hear about this occurrence. 
  
  The support specialist working your case provided you with return instructions for you to receive a full refund in GOAT credit. Please follow those return instrcutions that were provided to you if you would like to continue with the return process. Once the refund has been issued, you can use those funds to purchase the shoes again if you would like. 
  
  Please note that due to GOAT being a marketplace, we are unable to offer replacements for products. Items are sold by private sellers who list their own items on GOAT, so a replacement is not something we can assist with. 
  
  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!

  Customer Answer

  Date: 01/18/2025

   
  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:01/15/2025

  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.

  Order # ********* The Ugg tasmin size 2 that I ordered had a stain on them. I opened a claim via email on 1/8/25 and uploaded my photos the same day. I have asked for several updates and nothing. I want to return without a restocking fee due to the stain. I cant get ahold of anyone. The box also had a puncture when I was told perfect condition.

  

  Business Response

  Date: 01/16/2025

  Hi there,

  Thank you for reaching out about order no. 740956702. We are sorry to hear about the inconvenience you are currently experiencing. 

  After a careful review, it looks like the specialist working on your case through the support channel has provided a Return Label and Packing Slip. You may return the item for a full refund in the form of GOAT credit. 
  
  We appreciate your patience and cooperation during this time. If you have any other questions, please reach out through the support channel directly. We are more than happy to help. 
  
  Thank you. 

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a coat on the Goat app. After 2 weeks of not receiving my order, I was refunded my money, because the order was stolen in transit. Now, when I go back to purchase the coat again, the price is doubled from my original purchase.

  

  Business Response

  Date: 01/21/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns regarding the lost order of the Supreme x The North Face Coldworks 700-Fill Down Parka purchased via Order ********* and the current pricing of the item on our platform.
  
  GOAT operates as a global marketplace, connecting buyers and sellers for the sale of authentic sneakers, apparel, and accessories. We do not hold inventory; instead, items are listed and sold directly by individual sellers. As a result:
  
  Pricing is determined by sellers based on factors such as market demand, rarity, and personal preferences.
  Prices may fluctuate over time, reflecting changes in market conditions or the sellers decisions.
  Unfortunately, we do not have control over the pricing set by individual sellers, nor can we guarantee price consistency. This dynamic pricing structure is a standard aspect of marketplaces like GOAT.
  
  Regarding your initial order ********* for the Supreme x The North Face parka:
  The item was lost in transit, which was beyond GOATs control.
  A full refund of $731.14 was issued to your original payment method on January 15, 2025, as part of our commitment to resolving shipping-related issues promptly and fairly.
  We understand the frustration caused by the loss of your order, and we regret the inconvenience this situation may have caused.
  
  We empathize with your disappointment upon discovering that the current price for the parka is higher than your initial purchase price. However, GOAT does not offer price protection or compensation for changes in market value. This is outlined in our Terms of Service and Return Policy, which customers agree to upon using our platform.
  
  While we regret the circumstances surrounding your order, we have resolved this matter in accordance with our policies by issuing a full refund. Unfortunately, we are unable to accommodate your request for compensation or price adjustments.
  
  We hope this explanation clarifies our position and the nature of our marketplace. Should you have further questions or concerns, please do not hesitate to contact us at *******************************

• Initial Complaint

  Date:01/15/2025

  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.

  On December 6th 2024 I purchased a pair of shoes on GOAT. (JJJJOU*D X 2002R ****-TEX charcoal. The purpose of GOAT is to verify all items are authentic, I received the shoe December 11th 2024 and wrapped it up as it was a Christmas gift. The embarrassment of when the gift was opened and realized it was fake, and very disappointing for a shoe lover. I reached out to GOAT January 4 2025 and informed them of the fake shoes providing images. Originally GOAT just said the window of returns or refunds is 14 days and I was past the time frame, and encouraged me to RESALE them. I then proceeded to inform them that they were not verified correctly and overlooked, I will not be reselling fake shoes to someone else and them having to go through what I have gone through. Today January 15 GOAT emailed me back after asking for further images to review and again informed me they are authentic and the best thing for me to do is resell them. I spent $208.00 on shoes that are fake and would like this to be resolved in a fair way so I can get the item I purchased or my money back. I i am completely disappointed in GOATS response and handling of my situation. As a long time customer, i have lost all confidence in whether my prior purchases have been authenticated correctly or not. This was a mistake on GOATS end and not mine. The shoes that were shipped to me were not carefully and thoroughly inspected for condition and authenticity at multiple checkpoints as the GOAT representative stated when i filed a claim. If this was the case, the shoes wouldve been flagged IMMEDIATELY at the first checkpoint. It is VERY clear and noticeable that they are fake as they are missing the * for *EW BALA*CE, which EVERY new balance shoe has. It is disappointing that GOAT continues to push that these shoes are authentic, when they are clearly not. I have attached images below.

  

  Business Response

  Date: 01/21/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your JJJJound x 2002R ****-TEX 'Charcoal', size 10 US, we can confirm the following:
  

  You reported authenticity concerns via ticket no. ********. Please understand that although we stand by our verification process, it is the buyers responsibility to check their purchases upon receipt to make sure that the item matches the listing conditions.
  

  In the meantime, I can see that our verification team confirmed the shoes to be 100% authentic. However, due to the missing N, you were provided with a return shipping label to have a full refund processed.
  

  It looks like you were provided with a return shipping label and shipped them out via *** 1Z11X2350327399165 as its currently in transit to a GOAT facility. Once the return is received and approved, you will be issued a full refund back to your original payment method. I hope this helps!
  
  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:01/14/2025

  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 sold a pair of shoes on the GOAT app and the receiver ripped stickers off of the box and are now claiming my box was damaged and sale cancelled. The shoes were shipped with stickers on the box in tact and they are falsely claiming that a damaged box was sent when they were ones who tried to unsuccessfully remove them. The stickers that were on the box came directly from the authorized retailer and should not have been tampered with.

  

  Business Response

  Date: 01/16/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your ****** ***** x ****** Jumpman **** TR 'Dark Mocha', size 12 US, we can confirm the following:
  

  I'm so sorry to hear that your order was issued during verification for having a damaged box. I know that wasn't the outcome you were anticipating. Some of the issues we look for include structural integrity, rips or tears, non-factory markings, stains, complete punctures, or tape/unnecessary materials on the container.
  
  Other possible issues can be that the shoebox was not adequately packaged due to a lack of internal cushioning or that it was already damaged prior to shipping. In this case, our specialists determined that the box was not in good condition at the time of verification.
  
  I do see that you received notice via support ticket no. ******** the buyer decided to move forward with the order. Amazing news! I can see that you were issued a payout in the amount of $258.08, and you were able to successfully cash out your earnings.
  

  For more information on our seller policy please visit ************************************************;
  
  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:01/14/2025

  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.

  After verifying information to the company, I had different information than what was on my ID because I didn't update my ID to my current address. The company held my money and after trying to get the money that is ultimately mine, they banned my account.

  

  Business Response

  Date: 01/15/2025

  Hey there,

  Thank you for reaching out about your GOAT Seller account. We are sorry to hear about the inconvenience you are currently experiencing.

  We take the safety and trust of our community seriously, and it's our mission to provide a secure platform for both buyers and sellers. To maintain this standard, applicable laws require us to verify the identity of our sellers by collecting their full name and home address. Your name should be entered exactly as it appears on a government-issued **, such as a driver's license or passport.

  After a careful review, it appears your recent ** verification attempt through our service, Persona, was unsuccessful. The ** you provided does not match the information you registered with when creating your account. For the security of your account, weve temporarily suspended your selling privileges and closed any accounts linked to this profile across all GOAT Group platforms.

  As a result, your active listings have been deactivated, and your cashout requests have been permanently suspended. Unfortunately, we are unable to release any funds until your ** verification is completed successfully.

  For your security, please do not share personal information or documents through email. We kindly ask that you submit any necessary information directly through Persona, our secure third-party verification service.

  If you have any questions or need assistance, please feel free to reach out to the support specialist on your case directly. Thank you.
  

• Initial Complaint

  Date:01/14/2025

  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 places two orders with this company on January 2nd. I received on do the items the other they have not tracking and are telling me its lost in transit but refusing to give my money back. I want a credit towards put to reorder at their company.

  

  Business Response

  Date: 01/18/2025

  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 number *********, 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 your concerns regarding the Fear of God Essentials Pullover Hoodie 'Stretch Limo' SS22 purchased, it looks like your order was unfortunately lost with the shipping courier while on the way to us for verification. 
  
  We filed a claim with the shipping courier and we refunded you the full amount of $134.75 back to your original payment method. Those funds should be back in your account within 3-5 business days depending on your bank. 
  
  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!