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:03/06/2025

  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 pair of shoes on goat February 20th 2025 goat told me that they refunded me my money back due to the condition of the shoes. I never got my money back. I have tried reaching out to them numerous times and they have not contacted me back at all its been way past 3-5 business days.

  

  Business Response

  Date: 03/12/2025

  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 your refund for this order, I can see that there was an error when we initially issued your refund. Our sincerest apologies about this. 
  
  At this time, we have successfully processed your refund in the amount of $104.50 back to your original payment method on 3/8/25. 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!

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to verify my identity on GOAT using their Persona verification system. I entered my full name and address exactly as they appear on my Drivers License, yet my verification failed without any clear ************** resolve this, I provided GOAT with a copy of my Drivers License as proof that everything was entered correctly. Despite this, my verification was still denied, and I have not received any meaningful assistance or guidance on how to correct the issue.This failure in verification is preventing me from fully accessing GOATs services, and their lack of transparency and customer support is frustrating. I need a clear reason why my verification failed and actionable steps to fix it.

  

  Business Response

  Date: 03/10/2025

  Hi there,
  
  Thank you for reaching out about your seller account. We are sorry to hear about the inconvenience you are currently experiencing.
  
  After a careful review, your ** verification process through our secure online service, Persona, was unsuccessful. The ** you provided does not match the information you originally registered with on your account.

  Please note that we are unable to release any funds until your ** verification is successfully completed. For your security, please do not share any personal information or documents via email. Instead, use Persona, our secure third-party service, to submit the necessary details
  
  If you have additional questions or concerns, please reach out to our support team for assistance. You can email us at ****************************** or respond to your original support ticket directly. Thank you. 

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23023663
  
  I am rejecting this response because the explanation provided by GOAT is insufficient. I entered my full name and address exactly as they appear on my Drivers License, yet my verification was denied without a clear reason. GOAT claims the information does not match my account, but they have not specified what is incorrect or how to resolve the issue.
  
  
  I have requested a manual review of my verification attempt, but GOAT has not taken any meaningful action to assist me. Their response is vague and does not address my concerns.
  
  
  I expect GOAT to provide a specific explanation for the verification failure and clear steps to fix it. Until they offer a real solution, I cannot consider this matter resolved.
  
  
  Sincerely,
  *********** ******
  
  

  

  Business Response

  Date: 03/12/2025

  Hi there,
  
  Thank you for the response.
  
  As part of our ongoing commitment to keeping our platform secure, we are required to verify the identity of all sellers. Unfortunately, we were unable to verify your identity based on the information provided, and as a result, we have temporarily suspended your selling privileges and deactivated your listings. In addition, your cashouts have been permanently suspended until we can successfully verify your identity.
  

  Please note that, for security reasons, we are unable to release any funds associated with your account until your ID verification is successfully completed. We apologize for any inconvenience this may cause and appreciate your understanding.

  To ensure your information is securely handled, please avoid sending personal documentation via email. Instead, please upload your documents directly through Persona, our trusted third-party verification service, which provides a secure and safe method for identity verification.

  If you have any further questions or need additional assistance, please dont hesitate to reach out directly to our support team. Thank you.

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23023663
  
  I am rejecting this response because GOAT has still not provided a specific reason why my verification failed. I submitted my information exactly as it appears on my Drivers License, yet ********************** has permanently suspended my funds without explaining what is incorrect.
  
  
  I request a manual review of my verification and a clear explanation of what does not match. GOATs refusal to provide transparency or a solution is unacceptable, and I will escalate this further with the California Attorney General, FTC, and CFPB if this is not resolved.
  
  
  Sincerely,
  
  *********** ******
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  Hi my name is ****** ******* I purchased a pair of ****** 12 flu game 2025 sneakers from the goat app I selected to buy a pair of sneakers that said pre verified expecting that I would be paying extra because the sneakers were already inspected by the company and the amount I paid. I thought it would *** thorough inspection come to find out the sneakers were never expected by the company that they go off of a sellers word that they trust upon receive any sneakers they were seriously in bad condition they have huge and noticeable creases scratches chips from the glue stains and etc Ive contacted this company numerous times and sent them pictures. I sent them the label of the box they came in. I sent them serial number of the shoe. I sent them pictures of the shoes and the defects that the shoes Ive sent these same request over and over again this company has yet still provided me with a return label and fact they went ahead and closed my case without any explanation I went ahead and got my Financial institution involved my next step is going to my local state police department. Im seeking help from the Better Business Bureau to help Assist in this matter

  

  Business Response

  Date: 03/10/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your Air ****** 12 Retro 'Flu Game' 2025, size 8.5 US, we can confirm the following:
  
  You reached out to our support team via ticket no. ******** regarding the condition of your shoes. I can see that the support specialist requested additional photos from you as part of our return process.
  
  You were provided with a return shipping label and it looks like the return was successfully processed as you received a full refund back to the original payment method on 03/09/25 5:06am PDT. Amazing news!
  
  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:03/02/2025

  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 purchased volleyball shoes for my son who plays on the high school volleyball team. The date of delivery was scheduled for 2/27/25. On 2/27/25, near the end of the day, reached out to GOAT. I received an automated response informing me that I could not cancel my order. On 3/1/25 I reached out to GOAT again. They responded with another automated response with no information on the scheduled delivery or a cancellation notice. It is now 3/2/25 and I have not received the shoes I ordered and they will not give me a scheduled delivery date.

  

  Business Response

  Date: 03/06/2025

  Hello,
  
  We are writing in response to the complaint submitted regarding order #*********. We appreciate the opportunity to clarify our shipping process and address the concerns raised.
  
  Based on the information associated with this order, it was placed for a pair of D'****** ******* x Way of **** 10 *********** Away' sneakers in size 9.5 US on February 23, 2025, at 9:36 PM PST. As outlined in our shipping policy (********************************************************************************************************************************), GOAT provides estimated delivery windows, which may vary depending on factors such as seller shipping times, authentication processing, and courier transit times. This order was placed as a STANDARD ORDER: Standard Items with Standard Delivery. This item is shipped to us first for review before being delivered to the buyer. Excluding deliveries to PO boxes and military bases, it will typically take 7-12 business days for orders to be delivered to a buyer located in the ************************ some cases, it may take up to 30 days for GOAT to receive, review, and ship an item to you due to weather-related delays, carrier limitations, or other events outside of our control. Based on this information, the item is well in line with the delivery estimates provided and is currently on its way to the buyer.
  
  Delivery dates represent an estimate and is subject to change based on the factors mentioned above. According to our records:
  
  - The seller shipped the item within the standard processing timeframe.
  - The item was routed through our authentication process before being sent to the buyer.
  - Tracking information confirms that the package was shipped and remains in transit with the latest scan occurring on March 6, 2025.
  - The tracking number ECGGHXX016445244 was provided to you for real-time courier updates.
  - GOAT does not guarantee specific delivery dates unless the item was purchased with Next-Day shipping, as shipping times depend on external courier services. Per our policy, once an order is in transit, cancellations are not permitted. You received automated responses confirming that the order could not be canceled after it had been processed for shipment.
  
  We understand that you may be frustrated with the shipping timeline. However, as the order was processed within our standard timeframe and remains in transit, GOAT has fulfilled its responsibilities as outlined in our terms. Any further delays are due to the courier's handling of the shipment, which is beyond our control. You may continue to track the package using the provided tracking number for the most up-to-date delivery information.
  
  GOAT remains committed to providing a secure and transparent marketplace for sneaker purchases, and we appreciate the opportunity to clarify this matter. Should you require further assistance with tracking his shipment, we encourage him to reach out to our support team at *******************************

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23009859
  
  I am rejecting this response because:
  The advertisement for the shoe should read estimated delivery date instead of delivery date.   The advertisement reads  get it by.  As it reads, I understand that this is the expected delivery date of the shoes.  Today is 3/6/25  the get it by date was 2/27/25.  This is an obvious ploy to misinform customers into making  purchases that they cannot satisfy in the date that is advertised.  If they were to include estimated in the get by as to read estimated get by and the date I would have been ok in this situation.  I tried submitting a picture of the advertisement of the shoe as it appears on their website as get by.Thank you very much for your time.  Have a wonderful day. 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/12/2025

  Hello, 
  
  We appreciate the opportunity to address your concerns regarding the delivery timeframe for order #*********.
  
  GOAT provides estimated delivery windows for all orders, as outlined in our shipping policy. The "Get By" date displayed represents an estimated timeframe based on processing and courier transit times on item availability. These dates are provided based on all factors, including whether the item purchased is shipped with priority shipping or Instant Ship. This is not a guaranteed delivery date unless the order is placed with Next-Day shipping or Instant Shipping.
  
  The order in question was placed as a Standard Order, which requires the item to be shipped to GOAT for authentication before being forwarded to the buyer. As specified in our policy, standard orders typically arrive within 7-12 business days but may take longer due to external factors such as courier delays. The seller shipped the item within the expected timeframe and met all shipping terms.
  
  We understand the consumers frustration regarding the Get By date. However, this language is not intended to mislead buyers but rather to provide an estimated timeframe based on standard processing and shipping speeds and to provide a date based on the shipping selection made upon checkout. For clarity, we also include detailed shipping timelines in our terms: ******************************************.
  
  Since the item is within the estimated delivery window, GOAT has fulfilled its obligations under our policies. 
  
  Thank you for allowing us to clarify this matter if you have any further questions or concerns, feel free to reach out to *******************************

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23009859
  
  I am rejecting this response because:
  As mentioned prior, they should not be allowed to advertise get by as listed.  The definition of get by reads In this context, "get" and "receive" are synonyms, both meaning to come into possession. This is very misleading.  As I was lead to believe by this type of false advertisement.  This needs to be eliminated in their advertising methods.  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 03/24/2025

  Hello,

  We appreciate your additional comments regarding the use of "Get By" in our estimated delivery timeframes.
  
  GOAT provides estimated delivery windows based on various factors, including seller shipping times, authentication (if applicable), and courier transit times. The phrase "Get By" represents an estimated delivery date range, factoring in standard shipping processes. This is not a guaranteed delivery date but an approximation based on historical shipping data and seller fulfillment times, it is only guaranteed if expedited shipping is chosen at checkout.
  
  Our policies and estimated delivery explanations are available on our website to ensure transparency in the purchasing process: ********************************************************************************************************************************. We appreciate the feedback and if you have any other questions or concerns, feel free to reach out to ****************************************************.

• Initial Complaint

  Date:03/01/2025

  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.

  On April 1, 2022 I purchased a shoe ****** ***** x Air ****** 1 Retro OG Mocha through GOAT and used Affirm to make payments from April till July 4, 2022. GOAT verified and authenticated the shoes and sold it to me. These shoes havent been sold to anyone and have sat in a box for the last 3 years. I wanted to sell the same shoes again and decided to sell them back on GOAT. GOAT then told me that the shoes are replicas and I have tried for weeks now to confirm with other places such as Legit Check, an Authenticator for goods and services as well as StockX and CheckCheck. All have said these are replicas. I have reached out to goat for a refund as well since these are the exact same shoes I purchased from them and they shouldnt have passed authentication the first time. The reason this is an issue now is because this was a collectorss item for me and I have purchased shoes in the past from goat and didnt question the validity of it then. I am simply asking for a refund for my shoe in the amount I paid from a multi billion dollar company when the amount I am asking for is what Im owed and frankly so minute to them. I am just asking to rectify their own mistake and return what I paid for.

  

  Business Response

  Date: 03/06/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ******** for your ****** ***** x Air ****** 1 Retro High OG 'Mocha', size 11 US, we can confirm the following:
  
  The sneakers were issued during verification for having been found inauthentic. I know that wasnt the outcome you were anticipating. Please kindly understand that our specialists thoroughly review each shoe that is sold on our platform.
  
  Weve built a database of over ****** sneakers with manufacturer notes, so every time a shoe comes through for verification, our specialists will inspect by hand 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.
  
  In the event our specialists have any concerns, we tread with caution and do not proceed with the order. In this case, an authentication supervisor thoroughly re-reviewed your shoes and found them to be inconsistent with authentic retail pairs so we are unable to proceed with the order.
  
  In the meantime, I understand that you reported the shoes were originally purchased from GOAT via order no. ********* on 04/01/22 6:52pm PDT. Due to the amount of time that has passed, we are unable to verify that the sneakers we received for your sale order are the same as the sneakers you purchased from GOAT. I truly apologize for this.
  
  I do see that the shoes were successfully returned to you via *** 1Z1102E90390940945 and the support specialist assisting you via ticket no. ******** refunded the $15 issue fee as a courtesy.
  
  You are still able to sell on GOAT and your other listings won't be affected, but you will be prevented from listing the same sneaker for 30 days.
  
  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.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23007807
  
  I am rejecting this response because: This is the same answer provided to me previously but unfortunately it is not satisfactory. Many others Ive spoken to online have also received replicas from GOAT just like me with various other shoes. I know time is the biggest factor in this situation and I shouldve verified myself and with others but thats the point of GOAT: is to take the guesswork out of the situation and be the authenticators themselves. Unfortunately, this did not happen and Im left with a defective product. I will henceforth not be using GOAT due to this massive mishap. All I asked for was a refund. 

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

• Initial Complaint

  Date:03/01/2025

  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.

  Date of the issue:February 25, 2025 (when my account was locked)Amount involved:$125.52 (funds currently stuck in my Alias account)What happened:I sold an item using Alias (a GOAT Group platform) and was expecting to cash out my earnings. However, my account was suddenly locked due to an ** verification issue. I have two home addresses, which may have caused a mismatch, but I was in the process of updating my address when my access was revoked.Attempts to resolve:I have contacted Alias support multiple times over four days requesting a new Persona verification link so I can verify my identity and regain access to my funds. However, ***** support has not responded to my emails or provided any assistance. My funds remain locked with no resolution or communication.What I am requesting:Alias should send me a new Persona verification link so I can complete the ** verification process.If they refuse to verify my identity, they should allow me to withdraw my $125.52 instead of holding my funds indefinitely.Why BBB assistance is needed:***** has been completely unresponsive, and I have no way to access my earnings. I need BBB to pressure Alias (GOAT Group) to respond and either restore my account or release my funds.

  

  Business Response

  Date: 03/07/2025

  Hey there!
  
  Thank you for your patience as I received and reviewed your BBB inquiry.
  
  We are sorry to hear about the inconvenience you are currently experiencing with your seller account. Upon reviewing your concerns, we can see that one of our agents was able to reach out to you regarding your inquiry via support ticket #********. 
  
  At GOAT, our mission is to create a safe and trusted platform for our community of buyers and sellers. To ensure compliance with applicable laws and maintain a secure environment, we require all sellers to provide their full name and home address. Your name should be written as it appears on a government-issued identification, such as a driver's license or passport.
  
  After care review, our system shows that you failed your ** verification through our third-party provider, Persona, on 02/24/25 as the ** you provided does not match the information that you provided when you created your account. For account security purposes, we have revoked the selling privileges and closed any accounts across all ********************** Group platforms associated with this account.
  
  Along with closing your accounts, all of your current listings have been deactivated and your cashouts have been suspended. Since we are unable to release any funds associated with your account, we will be disregarding any requests to withdrawal funds until your ** verification is successful and we can confirm your identity. 
  
  In order to comply with legal obligations and protect against fraud and abuse, we do need this information and it must be be approved before we can allow the account to be active again which includes releasing any funds on the account. More information on this and our privacy policy can be found at ******************************************.
  
  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: 03/07/2025

   
  Complaint: 23006496
  
  I am rejecting this response because no one from GOAT has reached out to me with a solution. I understand that I failed ID verification because I have two home addresses and used a different one when creating my seller alias account. However, I think I updated my home address before my account was suspended, so it should now match my ID.
  ********************** support is only sending generic messages stating that I failed verification, but they are not providing a way for me to verify my identity again.

  I need a direct link or method to retry the verification process !!!

  
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 03/14/2025

  Thanks for your response regarding your BBB inquiry. 
  
  Ensuring the security of your account is our highest priority. 
  
  Following a thorough review of your account and activity, weve determined that we are unable to proceed with a seller relationship at this time.
  
  We understand this outcome is disappointing, and we sincerely apologize for any inconvenience this may have caused. However, we must adhere to our company policies in this situation.
  
  Thank you again for contacting GOAT. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23006496
  
  I am rejecting this response because:

  Goat has not provided any kind of support to me, their customer service is not replying me. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:02/28/2025

  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.

  Transaction date 2-17-2025 Purchased a pair of Shoes thru GOAT. was informed the pair of shoes were shipped out to me. Was provided a shipping label. Noticed there was no movement for a few days. I reached out to ***** which is the mailing provider. They informed me that they have not received any packages. Reached out back to GOAT and I have not received any response

  

  Business Response

  Date: 03/04/2025

  Hey there!
  
  Thank you for writing to GOAT regarding this issue with your order 935088606. 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 order, it looks like your order for the ****** ***** x Air ****** 1 Retro Low OG SP 'Reverse Olive / Medium Olive' was delivered to you on Mar 03, 2025, at 02:47 PM.
  
  Please note that since all sneakers come to us for authentication first, it typically takes 7-12 business days for orders to get to our domestic customers. It looks like this order was delivered within this estimated timeframe. 
  
  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:02/28/2025

  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.

  selling on goat/alias. they changed the name of the selling app to alias a while back and its for obvious reason. ive used goat for ages with no issues. well i decied to start selling on goat again. i sent in 12 pairs or deadstock never worn sneakers. i checked every single one took my own photos for personal protection cause ive read all the negative reviews and what this business is doing. so they flagged one of the pairs which is a ****** 11 cherry. they claimed it had some discolor. i asked for proof cause i know its a brand new pair never taken out of the box. so after going back and forth with there team about proof and pictures. they provided me pictures of the shoes. not a thing wrong with the shoes. i asked if they could specify where the discolor was. i started to get the run around about the account not being secure id need to talk to someone else. so again i asked for specific photo of the discolor. they blew me off. no proof. they charged me a reshipping fee to send the shoes back. they came in exactly how i sent them. no issues no marks no discolor. i went to a local **** retailer for reassurance. they said nothing is wrong with them, they are deadstock. i took them to 3 other consignment shops for the same inspection. not one store found any issues. i listed them at a local consignment shop and they sold in 3 days. so i asked for my money back for the reship cost and to have my account closed. this is fraud and unfair business practice. they denied it and stopped responding to my emails. i want you to ship back my consign shoes you refuse to do and close my account.

  

  Business Response

  Date: 03/04/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for your Air ****** 11 Retro 'Cherry', size 9.5 US, we can confirm the following:
  
  During the verification process, our authentication team deemed the sneakers to have discoloration on the left and right outsoles. I understand that this wasnt the outcome you were anticipating. I can see that our support team provided you with photos via support ticket no. 16292740.
  

  Please kindly note that as part of our seller policy, sellers are provided with free prepaid shipping labels to ship their items to our warehouse, so we ask that sellers cover the cost of shipping to have their items returned.
  

  At this time, I can see that the sneakers were successfully returned to you via *** 1ZWY82100309320859.
  
  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.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23001945
  
  I am rejecting this response because: the shoes you rejected were taken a major **** retailer to be looked at and they didnt find anything wrong ! No discolor! I then took the same shoes to 3 local consignment shops who said the same thing! Not a thing wrong with them! No discolor. One of those local consignment shops sold the shoes in 3 days! So you charged me a reshipping fee as a result of a fake claim! The pictures you provided to prove there was discolor showed no discolor! This is a know issue with your company! Its posted all over the internet that you do this to create revenue! I asked for the 11 pairs of shoes I consigned to be shipped back to me at bulk shipping cost! You charged a bulk shipping cost but you want me to pay ***** per pair of shoes to get my shoes back and to have my account closed! Thats a scam! Why would I have to pay ***** per pair when I bulk shipped them in one big box! Thats highway robbery! Youre holding my shoes hostage! All I want is my shoes back and for my account to be closed! I dont want to do anymore business with your company!! 
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/10/2025

  Hey there!
  

  Thank you for reaching back out regarding your BBB inquiry.
  
  I can understand your concern, and 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 condition of these sneakers has been confirmed via multiple in-person inspections, and our verification team did find the sneakers to have discoloration.
  

  In the meantime, please kindly understand that we provide free prepaid shipping labels for sellers to ship their items, so we ask that sellers cover the cost of shipping to have their items returned as part of our seller policy.
  

  Thank you for your understanding. Should you require additional assistance, please feel free to follow up with our GOAT support team directly.

• Initial Complaint

  Date:02/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello hi so i lost my login to my account because i got a new phone and lost access to the email: ******************************** and the authenticator on the accounting so i had contacted to disable the two factor verification so i can edit and put my new information but they havent done it. I also had items that haven't even been shipped back to me in almost 2-3 weeks that they falsely failed and charged me so much money in fees for so now they are keeping my item and charging me a fee for items that they arent even shipping back. This is ridiculous and they are forcing me to file police report against because this is crazy.

  

  Business Response

  Date: 03/04/2025

  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, 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 #******** and #********. 
  
  After careful review of your concerns regarding your Two-Factor Authentication, the specialist working your case provided instructions via support ticket #******** on how to update this information. In your alias account in the app, simply navigate to your Settings, where Two-Factor Authentication can be found under the Security tab.
  
  As for your concerns regarding your sales that failed our verification process, all of those orders have been shipped back to you at this time. You can find the tracking for each of those orders in the alias app. 
  
  Additionally, please note that per our selling policies, if an item fails our verification process, you may be charged a penalty fee depending on the reason the item failed and a retrieval fee for us to ship the item back to you. 
  
  All of this information can be found on our FAQ page: ******************************;
  
  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:02/27/2025

  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 am writing to dispute the unjustified rejection and financial penalties imposed on my recent sale. They have failed to provide any explanation for several products were flagged as a replica. Instead, I was charged a penalty for every item without being given any specific indicators or evidence supporting their claim.I believe Alias/Goat is violating several consumer protection and fair business laws. Below are the legal issues with your handling of my case:Violations Committed by Alias:1.Unfair and Deceptive Trade Practices (UDTP) ************************ (FTC Act, 15 U.S. Code 45)Your company is penalizing sellers without justification or transparency, which may be considered unfair or deceptive business practices under federal law.If you impose financial penalties on sellers, you must provide a clear breakdown of why an item was flagged and allow the seller an opportunity to challenge the determination.2.Breach of Contract Failure to Follow ****** Own Policies By refusing to provide clear authentication criteria or a way to escalate disputes, Alias is failing to uphold its contractual obligations to sellers.3.Unjust Enrichment Illegally Retaining Fees Without Just Cause Companies cannot take money from consumers without providing legitimate reasonsthis could constitute consumer fraud.4.Violations of State Consumer Protection Laws Depending on jurisdiction, Alias may also be violating state-specific consumer protection laws, such as:My Demands:1.A written, detailed explanation of the specific indicators used to determine my item was a replica.2.An immediate review by a senior authentication specialist or the opportunity to submit documentation proving my items legitimacy.3.A full refund of the $15 penalty and $14.75 return shipping fee, as these were imposed without just cause for each item. 4.A written confirmation that Alias will follow a more transparent dispute resolution process moving forward.

  

  Business Response

  Date: 03/05/2025

  Hello,
  
  We appreciate the opportunity to address your concerns regarding your recent transactions on our platform. We take authentication and marketplace integrity seriously and want to clarify our policies and procedures regarding your case.
  
  Multiple Fear of God Essentials items were submitted for authentication. After a thorough review by our authentication team, some of these items did not meet our verification standards. GOAT employs a proprietary authentication process that assesses various aspects of an item, including materials, construction, branding, and overall quality. Our findings are final, and we do not provide specific proprietary indicators for security reasons per our agreed-upon selling terms: **************************.
  
  It is important to note that our process evaluates each individual item on its own merits. Similarity in appearance or source does not guarantee authenticity. Variations in production batches, unauthorized modifications, or inconsistencies in materials can impact verification outcomes.
  
  Per GOATs Seller Agreement and Terms of Service (********************************************************** & **************************), when a submitted item fails authentication, the seller is responsible for applicable penalties and return shipping fees. The fees imposed in your case are standard and outlined in our policies:
  
  $15 penalty per item for each item that fails verification
  $14.75 return shipping fee per item for items returned to the seller
  These policies ensure that our marketplace maintains authenticity standards while covering the costs associated with processing and returning items that do not pass verification.
  
  GOAT provides sellers with clear terms regarding authentication decisions and associated fees. Our Terms of Use include an arbitration clause, which you accepted upon using our platform. While we acknowledge your dissatisfaction, our policies are legally compliant as GOAT provides clear policies regarding authentication and associated fees before a seller lists an item. 
  
  Unjust Enrichment: Fees were imposed in accordance with GOATs policies. These fees cover administrative and logistical costs associated with authentication and returns.
  
  Your request for a refund of penalties and return shipping fees cannot be accommodated, as the fees were correctly applied per our policies. Our authentication team has reviewed your case, and the decision remains final.
  
  If you wish to continue selling on our platform, we encourage you to carefully review our Seller Agreement and Authentication Guidelines to ensure compliance with our marketplace standards, for any further concerns please feel free to reach out to *******************************

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22999345
  
  I am formally rejecting GOATs response to my BBB complaint as it fails to address my concerns, does not provide a valid resolution, and violates consumer protection laws. The company has not provided the specific details I requested regarding their authentication process, nor have they fulfilled their obligation to return my items in a timely manner despite my payment for return shipping.
  
  Reasons for Rejection:
  
  1.Failure to Provide a Justified Explanation for Rejected Items (Violation of 15 U.S. Code 1666 - Fair Credit Billing Act & UDAP Law's

  
  GOAT has not provided a valid explanation for why my items failed authentication. Merely stating they use a proprietary process does not satisfy their legal obligation to provide consumers with a clear, itemized reason for financial penalties. I have the right to dispute this charge with specific reasoning, which they have unlawfully refused to provide.

  
  2.GOATs Authentication Process is Invalid Items Verified by Essentials (Fear of God) Company

  
  The products I submitted were already verified as authentic by the Essentials (Fear of ************ itself. This directly disproves GOATs authentication process and renders their penalties and return shipping fees unjustified. I should not be charged for an invalid authentication process that has been proven incorrect.

  
  3.Unfair and Deceptive Business Practices (FTC Act, 15 U.S.C. 45 & State Consumer Protection Laws)

  
  GOATs refusal to provide a legitimate basis for their decision and their imposition of unjust fees constitute unfair and deceptive business practices under federal and state laws. They are withholding information that directly affects consumers financial obligations, which is a violation of ************************ (***) regulations.

  
  4.Failure to Ship My Items After Charging Return Shipping Fees (Breach of Contract & Unjust Enrichment)

  
  GOAT has not shipped my items back to me despite charging $15 per item for return shipping via *** express. Their delay in fulfilling their contractual obligation after accepting my payment is a breach of contract and unjust enrichment, as they are retaining my money without providing the agreed-upon service.
  
  Requested Resolution:
  
  To resolve this matter, I require GOAT to:
  
  1.Provide a specific, itemized explanation of why my items failed authentication.

  
  2.Refund all penalties and shipping fees, as their authentication process has been proven incorrect.

  
  3.Immediately ship my items using the *** express service I paid for and provide a tracking number within 24 hours.
  
  If this matter is not resolved promptly, I will take further action, including:
  
  Filing formal complaints with the ************************ (***), the ************************************ (****), and my state ************************ for violations of consumer rights.

  
  Pursuing a chargeback and dispute with my payment provider due to unlawful financial penalties and failure to return my property.

  
  Continuing to escalate this complaint through additional legal and consumer protection channels.
  
  
  GOATs response is unacceptable and legally insufficient. I expect a proper resolution immediately.
  
  
  Sincerely,
  ****** ****
  
  

  

  Business Response

  Date: 03/13/2025

  Hello,
   
  Thanks for reaching out and I hope you are well.
  
  We work hard to ensure items sold on GOAT are authentic.  All items we accept for sale are carefully and thoroughly inspected for condition and authenticity at multiple checkpoints. 
   
  Our verification team is trained to identify inconsistencies and our policy is to decline items that do not meet our standards. Our fulfillment team re-inspects the items prior to shipment for defects and flaws beyond the normal variations in manufacturing.
   
  In this case, our team has identified inconsistencies with these products and we are unable to proceed with these sales. When an item does not pass verification, the seller is then responsible for the associated fees and return costs. Regrettably, we will not be able to refund these fees at this time as this is part of our seller agreement when facilitating a sale throguh GOAT:
  
  **************************
   
  If you need any additional help feel free to reach out to ****************************** and we will be happy to assist.