ComplaintsforGood Buy Gear, Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Gladlys Family Anthem stroller from Goodbuy Gear on 7/16/24 and received the item with parts missing. I contacted customer service and although the user manual, provided with the product, showed several parts that were supposed to be included with the wagon, customer service refused to send me the missing parts or refund my money. Specifically, I am missing the cup holder (part 8 in the instruction manual), the handle parent storage bin (part 9), the wagon cup holder tray (part 10), the mattress pad and storage pad (part 12), and the mattress pad straps (part 13). I would either like the full product I purchased- with all the parts included or a refund.

  

  Business response

  07/30/2024

  Hi, 

  Thank you for shopping with us! I am sorry you are unhappy with your purchase. I do see that you were in contact with our amazing ************* team and they were able to research and determine the model you purchased does not include the accessories you have requested. I have included that screenshot from the manufacturer's website as well. We hope this helps to resolve your concerns and hope you enjoy your wagon!
  
  Best, 

  The GoodBuy Gear Team

  Customer response

  07/30/2024

   
  Complaint: 22066996
  
  I am rejecting this response because the user manual clearly states that these parts are included. The list of parts I provided is directly from the user manual (I did not make up the part #s). Please provide the missing parts or refund me.
  
  Sincerely,
  
  Khouryanna *********

• Initial Complaint

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a used stroller, per description it's in a perfect working order, clean but may have minor stain. they have 14 days return policy. The stroller arrived 5/28 dirty, smells bad with a dysfunctional folding mechanism (requires several attempts and usually 2 ppl to fold it). Requested a return the same day just to find out what a scam they are running.14 days return policy but they don't response during weekends or holidays, this isn't mentioned in the website, i requested the return 5/28, the first response was 5/30, no reply on 6/1&2, technically the first week is gone without any results, this is a dirty tactic to stall time.they ask for videos but their server keeps rejecting the email because the video is "too large", my phone is 5y old and i have to take 4 different 8 second videos and send them separately eventually the person stated that she didn't see one of them "the most important one off course" so i had to send it 2 more times. another dirty trick to stall time The person who handled my case, who declined to identify herself as a manager/owner/employee even when i asked 3 different times, declined the return because the folding mechanism was acceptable for her. the product description was "perfect working order" but reality wasn't even close last dirty trick, they offer another return method with extra money called return assure, which allows return for any reason, but they don't mention it's a third party company and will charge a huge fee for shipping, my $196 purchase costs $125 shipping plus $25 for the policy! It's misleading and dishonest advertisement. Also, this policy allows ONLY 7 days for return which less than the original return. while the company stalls you end up losing it or accepting the huge fees.This company is using dirty tricks and tactics, dishonest and incomplete description for the return policy, delaying responses on purpose.

  

  Business response

  07/08/2024

  Hi there, 

  Thank you for reaching out about your concerns. I am sorry to hear about your experience and we are always willing to help make things right. While the item you received did not qualify for a refund under our return policy, you did take advantage of our third party return assurance and will need to proceed with that route for a refund. We are happy to help if you continue to have any issues with the return assurance and can assist with the return shipping cost as well. Our return policy as well as the return assurance is clearly documented on our site for all customers so there are no surprises. I do see that our amazing ************* team is still awaiting a reply from you so they can assist you further.

  Best, 

  The GoodBuy Gear Team

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking a refund for two items I bought from Good Buy Gear because they are totally non-functional and were falsely advertised. I attempted to resolve this issue with the company, but they refused to address it in any way because I contacted them after their 14-day return window. However, their strict return policy cannot shield them from responsibility for false advertising.The first is the Hatch Rest 2nd Generation baby night light I purchased for $45.99 + tax (order #******). This item only functions through a Hatch app and requires you to register the item's unique serial number to use the app. However, the item has a serial number that has already been registered by another user. I contacted the Hatch customer service email address to resolve this problem, but have not received an answer from them in two weeks, so this is not an issue I can resolve. The company website advertised this item as follows: "Item may show some signs of use, like minor scratches or stains, but will still be in perfect working order (e.g. battery operated functions all work properly), unless otherwise noted in the comments or pictures." There were no caveats in the comments or pictures about this item's functioning, and the claim that it is in "perfect working order" is therefore false.The second item is the Nanit Pro HD Nursery Camera with Floor Stand, purchased for $218.99 + tax (order #******). The company website described this product as follows: "These products are typically floor models or returns that have been inspected for safety, functionality and cleanliness. Flaws, if any, will be minor and the original packaging may not be included." The claim that any flaws are "minor" is false because the item is totally non-functional. It only works through the Nanit app, but cannot connect to the app on my phone or be hard reset - likely because it was set up for another user. Thus, I paid hundreds of dollars for a useless product that was meant to protect my baby's safety.

  

  Business response

  06/10/2024

  Hi ****,

  I am sorry to hear you had some issues with the items in your order from earlier this year. It looks like a member of our ************* team is still working with you to help resolve the issue. We look forward to helping you!

  Best, 

  The GoodBuy Gear Crew

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a stroller off of GoodbuyGear and it was set to arrive Friday May 15, 2024. All things look good. Was sent a tracking number from a 3rd party shipper that I don't recognize and had very incomplete tracking info. The item never arrived although tracking shows delivery was attempted. My partner was home all day and was never buzzed. We received other packages that day f rom *** and **** so very confused why item was not left. Looks like it was returned to shipper without any other delivery attempts being made. I reached out to ******* via email, and chat feature, no luck. Any time I call their phone number, I'm on hold for 10 minutes and then get disconnected. We really needed this stroller for flight this week. I'm so disappointed and regret not listening to the terrible reviews of GoodBuyGear on reddit.

  

  Business response

  05/22/2024

  Hi ****, 

  Thank you for shopping with us and I am sorry to hear there was an issue with your delivery. I do see that we have been in contact with you and the carrier to get this resolved and you should have the item soon after our ************* team receives your response. 

  Best, 

  The GoodBuy Gear Team

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 8 2024 I ordered what I believed was a high chair and accessories from goodbuygear.com and paid ***** extra for "return assurance" through a company they work with called ****.com (I would also like to file a complaint against them). I realized I did not order the actual high chair but a seat that is sold separately for it so I waited for the order to arrive to initiate the return (i also bought the actual high chair through goodbuygear). I noticed the site had NO information regarding how to initiate returns through "****" and neither did goodbuygear customer service, who claimed to have reached out to **** but never heard back on how I could return the $170 purchase.It wasn't until looking at **** and GoodbuyGear's terrible reviews on trustpilot that I figured out how to initiate the return. Goodbuygear's customer service rep ********** had no answers, other than the blatant lie that ****** terms and conditions are transparent at checkout, and I learned that despite paying extra money to return items "worry free", **** would deduct another 42 dollars from the refund for my shipping label. Exacerbating things is that the return conditions are so extensive and prohibitive, most people give up trying to return their items. **** is a borderline scam operation and Goodbuygear is guilty by association; they will do anything to avoid paying proper refunds for customers who paid for the service of "return assurance." Goodbuygear and **** make it purposely almost impossible to facilitate a proper return. I want the 42 dollars taken from my return back.

  

  Business response

  05/20/2024

  Thank you for shopping with us. We are sorry to hear that your experience with **** and their return assurance did not meet your expectations. It appears they have been in contact with you regarding your return and the cost of the return shipping. We strive to maintain transparency in our listings, with our return policy linked on each listing, as well as details about ****** return assurance. We will ensure your feedback regarding their policy is conveyed to them. We hope you enjoy the high chair and look forward to serving you again in the future.

  Best, 

  The GoodBuy Gear Team

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for two items and on the order there is an option for return insurance to toggle on if you wish for an additional cost. I toggled the insurance on for both items just in case. The day I received the items I knew I no longer needed one of the items. So I requested a return with customer service requesting a refund. The customer service lady ******** is refusing to honor the return insurance claiming I toggled the insurance on after the order. She said all she can do is in store credit AND I have to pay to return the item. I sent her the photographic evidence that I clearly turned on the shipping insurance and she is still refusing to refund me to my original form of payment. It is dishonest business practice to decide at will whether they are going to honor a feature that they provide or not. Why would it even be possible to toggle an insurance feature after the order is delivered? I am very upset and I feel like I was just scammed out of a lot of money in store credit for a business I no longer want to shop with.Additionally, after my email a few days ago the cost of the insurance mysteriously went up. Which you can also see in the images. Its clearly so targeted and shady.

  

  Business response

  04/19/2024

  Gabi, 

  Thank you for bringing this to our attention! Even though the return assurance was not purchased when your order was placed, I see that ******** has taken care of this for you. We consistently strive to provide the best experience for all customers and look forward to having you back again soon!

   

  Best, 

  The GoodBuy Gear Team

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They resolved the issue how I would have hoped it originally would have been solved.  While I wish it didn't take so much back and forth for them to understand the problem, I am happy that we got to a resolution that was fitting.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 29, 2024 I had a pickup appointment scheduled with this company for items to sell. The driver that appeared at my home was a third party vendor when I was expecting to deal directly with the company. This vendor had clearly been smoking marijuana and reeked of it. Against my better judgement I let him take my items for sale to be delivered to Good buy Gear that day. I sent a car seat and base, a wipe warmer, bottle sterilizer, baby formula bottle maker and a baby swing. I made a complaint to the company directly about the lack of transparency in the pickup process (as I wasn't given a receipt from this vendor) and that my items *** be damaged by riding in a marijuana smelling vehicle. I was assured by the company that the problem would be handled and if any items were damaged I would receive compensation. On Wednesday, April 3rd I got an email from the company inventorying two of the items that I had sent (the bottle sterilizer and bottle maker) for sale and listed one item "not able to sell" but lacked any detail. I called and made another complaint that there were other items sent to the vendor and there wasn't any transparency what happened. I was reassured I would receive an email from them the following day indicating my other items and when I could pickup items not accepted for sell. Today, I received another email only documenting two more items (the car seat with base and wipe warmer) that weren't able to be sold but it did not make any mention of the baby swing that I had sent as well. I sent another complaint about the missing item, but got another autoreply email. I'm very concerned that my items aren't being properly handled and the baby swing *** have even been stollen by the delivery driver. I have photo proof of the items I sent along. I want this company to fully document the items sent to them, the sale status and if they are not for sale to allow me to pickup each. If the swing is in fact missing or stolen, I expect to be compensated.

  

  Business response

  04/09/2024

  *******,

  We appreciate you bringing to our attention the issues regarding your pickup. I extend my apologies for the inconvenience caused by the driver situation, and rest assured, we are addressing it promptly with our third-party service provider. Our exceptional ************* team has been able to address your concerns regarding the items you submitted to us. Please be assured that we prioritize such matters and remain fully committed to providing assistance whenever needed.

   

  Best, 

  ******

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 5th, 2023, I made a purchase from Goodbuy Gear for a DockATot Grand (Fruit) In the amount of $140.93 (taxes and fees included). The item arrived not as described, missing a carrying case pictured in the photo. It was listed as Open Box Condition, stating "These products are typically floor models or returns that have been inspected for safety, functionality, and cleanliness. Flaws, if any, will be minor." - I reached out to support to ask if they would send the carrying case listed in the description. They asserted that sometimes their items have packaging removed to better ship the item. I disputed this, saying the item description was misleading and pointed out their return & refund policy, as follows: Order Satisfaction: If your item does not match the description, please notify us within 14 days of pickup or delivery. After we verify your claim, we'll gladly refund your payment. I contacted them the day of arrival. They are adamant that they are not at fault for the missing carrying case and explained to me open box condition can include missing packaging, but NOWHERE on the listing or website does it explain this! They told me to return the item within 14 days, but according to their policy, they owe me a full refund. They are extremely untruthful in their business practices and also disclosed they use "stock photos" for images of their products. This is stated on their website, but NOT the listing. In addition, their "stock photos" are stolen from online images that are not open source and have the background removed. I feel like they are misleading their customers and not abiding by their own refund policy. I have emails and receipts to back my claim. Attached are my order receipt, actual item, email chain, and a listing of an open box item as it appears on their website. I am being directed to return the item when their policy states items not as described are eligible for refund.

  

  Business response

  12/13/2023

  Hi **********, 

  Thank you for providing us with your valuable feedback. We are disheartened to learn that your recent purchase was not up to your expectations. We are pleased to inform you that our dedicated ************* team has promptly resolved the issue. We are committed to making necessary improvements to prevent any future confusion for both you and our other valued customers. Please be advised that items purchased on our website *** not always include the original packaging. Your input is greatly appreciated and will assist us in enhancing the overall shopping experience for all our customers.

  Best, 

  The GoodBuy Gear Team

• Initial Complaint

  05/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order number is #****** and the order was placed 9/14. We received the stroller with all components except for 3 wheels. I immediately contacted the company and was told that they would look into it by ********************************************************. I was told that the missing wheels had been found (they were never shipped) and would be sent to me on 4/27. On the 28th, I reached back out when I never received shipping confirmation. I was told by ***** that they had higher than normal shipping volume and they would send Monday (which would be 5/1/23). The wheels did not ship. I reached out and was told the had increased volume with shipping and that they would ship on 5/2/23. They finally shipped this day and I was given the tracking number TUSKPGDVZ8YAQPRF. The package showed that it wasn't picked up for four days so on 5/6, I reached back out. I was told the package would be picked up that day or the next and delivered in a few days after that. I continued to track the package and there was no movement. On 5/9, I reached out to the company again letting them know there was no movement and that I was an unsatisfied customer with the situation. I have not heard from them since 5/6. The baby we ordered this stroller from is unable to go on her first walk and I am now trying to find wheels compatible for the stroller from other websites due to this issue. I am seeking contact from goodbuy gear, delivery of the wheels, and also a refund in accordance with their Gear-***** policy that states "If your item does not match the description, please notify ** within 14 days of pickup or delivery. After we verify your claim, we'll gladly refund your payment." Since wheels are missing, this product does not match the product description or photos, voiding the company's policy. They have already verified the claim that they are missing (see photos).

  Customer response

  05/18/2023

  In regard to my complaint, #********, it has been resolved as of today, May 17.  We received 4 new wheels and they fit the stroller.  You can close this issue.

  Thank you

   

  *******************************

  ************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product over two weeks ago, was promised delivery 4/6, nothing. Called the courier myself 4/7 was told it was on the truck to be delivered, nothing. Called 4/10 as it's still not showing out for delivery, nothing. **************** hangs up after a single ring when you call good but directly and they don't respond to emails. Worst shipping experience I've ever had I literally live local an hour away and can't get the swing I paid for. About to cancel the entire order, not worth the money you'd save waiting for a package that will never come.

  

  Business response

  04/17/2023

  Hi **********,

   

  Thank you for shopping with GoodBuy Gear!  I am sorry there were some issues with the carrier for your item.Unfortunately, carrier issues are out of our control, but I am glad to see that we were able to keep in close contact with them for your delivery. I do see that the package did not arrive and you were already issued a refund for your order. Please let us know if you have any other questions or concerns and we hope to see you again soon!

   

  Best, 

  ******

*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. ↩