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:01/13/2025

  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 purchased what was titled as a play gym tent back in July for my sons birthday that is in January. When I received the item I checked to make sure the parts where not damaged. I then packaged it back up until it was close to my sons birthday, just last week. Upon emptying the play tent and seeing the instructions labeled tent conversion kit I realized I had been misled. In all of Goodbuygears other current listings for the tent kit, it is listed in the title with conversion in it. Even the original retailer has conversion in the title. I also realized I paid $63.99 when it retails for $60 new. Therefore, I overpaid for a used item. After many back and forth since it is over the return policy, they offered me $25 credit ($12.99 being for shipping) towards the other part I need to build the tent and refused any other help considering they overpriced the item and misled the customer by the title. Not to mention, the other 2 items listing from the same order are still available but the play gym tent listing is not available anymore.

  Business Response

  Date: 01/15/2025

  Hi ********, 

  Thank you for taking the time to reach out to us. We value your feedback and are sorry to hear about your experience. Upon reviewing your purchase, we noticed that the product listing did indicate the remaining pieces were not included. However, we completely understand this might have been missed.
  
  Were glad to hear that our ************* team was able to assist you by offering a credit, even though your request fell outside our standard 14-day return policy. We always strive to go the extra mile to ensure our customers feel supported, and its important to us that you have a positive experience with our company.
  
  If theres anything else we can do to assist you or improve your experience, please dont hesitate to let us know. Thank you again for bringing this to our attention and giving us the opportunity to help!

  Best, 

  The GoodBuy Gear Team

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22806257
  
  I am rejecting this response because:
  In no way has the business given a logical answer as to why they listed the item higher than retail pricing. Had the pricing been more accurate for a secondhand item, maybe the listing wouldnt be as misleading. The credit fixes nothing as to I still have an overpriced item and now they expect me to spend more money with them. I still believe they knew they messed up with the listing title and thats why their recent listings include conversion in the title. 
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:12/25/2024

  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 purchased four gift cards worth $100 each (total or $400 spent) from Goodbuy Gear around ~5:00 pm central time zone on 12/21/2024. Their website clearly states that gift cards will be sent via email within an hour of purchase. I never received any of my gift cards, and at this point it has been more than 4 days since my purchase. Ive reached out via their website where I only received a response from a bot, emailed and messaged via FB messenger and have received zero response. The bot chat was useless and after the run around stated I would be contacted by an employee in two business days. While it is a holiday week, their website says NOTHING about weekends or holidays causing a delay in gift cards being distributed. I needed these gift cards for a baby shower which was being held a few hours after I purchase the gift cards (which based on their false advertising shouldnt have been an issue as their website promised gift cards to be sent in an hour). It is now 4 days past when I purchased and needed these gift cards, so they are now useless to me. I would like an immediate refund as I no longer trust this business and the item I purchased is no longer useful to me due to their lack of action. Payment WAS cleared with my bank on 12/23/2024, so that is not the issue.

  Business Response

  Date: 12/30/2024

  Hi *******, 

  I am sorry to hear of the issues with your gift card order. I did review this and it looks like your orders were flagged by our fraud department which is why you did not receive them. When our system suspects fraud, the orders are immediately flagged and we do not automatically fulfill those orders. Our ************* team did respond to your inquiry alerting you of this as well. The refund for the orders was submitted and should appear on your card in the coming days, if they haven't already. Thank you for your understanding and I hope you choose to shop with us again soon!

  Best, 

  The GoodBuy Gear Team

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a gift at my baby shower from someone who purchased the item from Good Buy Gear. I wasnt aware they purchased it from here until we went to use it last week and it is missing parts and doesnt work. I contacted the company and they told me its outside the 14 day return policy so they couldnt do anything about it. According to their website We only sell quality checked products that are in clean and working condition (recalled items are never listed). this isnt accurate at all. Its very misleading. Our product was broken and missing parts! Im not sure how that would have been passed when inspected. So now Im paying the price, literally, for a mistake they made. I sent them a video and a photo showing pieces are missing and that the item doesnt work. They have tried giving a partial credit for the item instead of outright replacing an item. This is unacceptable. In addition to them selling an item they didnt inspect, they are trying to get additional compensation for an additional product by me repurchasing since that is the only outcome they are giving me. This feels shady and really unprofessional considering they said they are a company that cares about parents and are trying to make their life easier when purchasing used baby items and new baby items.

  Business Response

  Date: 10/03/2024

  Hi ******, 

  Thank you for taking the time to reach out to us and I am sorry to hear there is an issue with the item you received from us. Unfortunately, the item was purchased over 7 months ago and we do have a 14 day policy to cover any issues with the products we send out. Please know that our products, which are secondhand items, are sold on consignment which is the reason for our unique return policy.  I am glad to see you already reached out to our ************* team and they will continue to work with you to resolve this matter.

  Best, 

  The GoodBuy Gear Team

  Customer Answer

  Date: 10/03/2024

   
  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

  Date:08/14/2024

  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 placed and order on 8/8 for a Bugaboo Donkey 5 - Order #****** - when i reached out regarding the issues listed below I was only offered to return it which is a large inconvenience. Missing parts that weren't listed as missing Second Frame for bassinet - $153.95 per bugaboo website Lap bar for first seat - $48.95 Canopy for first seat - $94.95 The locking mechanisms to hold the stroller together when folded also don't work and that was not included in the listing I paid ****** for the stroller so with the additional parts that are missing, I am willing to split the difference of $297.85 and request a credit of ****** be returned

  Business Response

  Date: 08/16/2024

  Hi *******, 

  Thank you for reaching out to us and sorry to hear of the frustration with your recent order. I do see you were in contact with our ************* team, but have not yet submitted a return request. We would be happy to help you out once that is submitted. We look forward to resolving this for you. 
  
  Best, 

  The GoodBuy Gear Team

• Initial Complaint

  Date:08/13/2024

  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 purchased a Babyzen Yoyo 6+ pack and a bassinet (0-6 months). The bassinet purchase was great and we used it until now (August). The 6+ pack was in the box until now. The box itself indicated the correct item. So I did not bother to open it previously.Upon opening, there was a different color item. Grey instead of pink. I emailed Goodbuy gear on August 9. There is a bit chat, btw. Total pain.I received a reply on Monday, August 12 where they promised to provide a partial refund because the right color is out of stock. I asked for a different color replacement, and they followed up with its outside of return window of 14 days, so we wont do anything about it. Its true that its outside of return window. But this is not a buyer initiated return. Its their mistake they must rectify. They sent me the wrong item. So the item I paid for was not sent. And I got something I didnt want or need. End rant

  Business Response

  Date: 08/14/2024

  Hi there, 

  Thank you for choosing to shop with us. I am sorry to hear that your experience did not meet your expectations. Upon review, I noticed that your order was placed in April, which falls outside our 14-day return policy. We make every effort to clearly communicate our return policy on our website, including in the footer, FAQ section, and links on all product listing pages, as well as a reminder sticker on the outside of every package we send.
  
  I'm glad our ************* team was able to offer you a discount on your next purchase. We value your business and hope to serve you again in the future.

  Best, 

  The GoodBuy Gear Team

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22137581
  
  I am rejecting this response because:
  The box has the correct color sticker but the items were wrong inside. They mislabeled the item. And it doesnt matter if its outside of return window. Its your mistake, make it right. You fight tooth and nail for $20 something dollar item, instead of meeting customers expectations. 
  It is disappointing to deal with a business that you need to be hyper vigilant to buy from. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2024

  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 ************** for my ************* stroller from there a few weeks ago. I wanted to make sure it would work with my stroller version, so I read the description diligently and it read ************************** which would indicate to anyone with a dictionary that this version would be universal with any Britax stroller.I was still on the fence with purchasing, but read that they offer a "Gear-*****" on anything purchased from their site, offering a refund, so I spent $80 plus shipping for the board feeling confident in the policy.Come to find out, it won't fit our stroller version. We noticed the box did not read "Universal" so it was mislabeled on the website. I promptly sealed it back in the original packaging unused, and went on a search to find out how to ship it back to GoodBuy Gear.Lo and behold, they have NO customer service phone number. You can only send a message and hope to be written back. I explained my issue, and awaited said return email.******** promptly wrote me back, which I was surpised to as she was unaware of our issue, quickly stating that their would be no refund as this not fall under their return policy. I wrote back again, stating the issue and the Gear-*****. She asked me to send a video and version of my stroller. I did as asked.I was promptly written back there would be no refund. Astonished and bewildered, as apparently what they have on their site was mislabeled, and the "Gear-*****" is just a gimmick to get unsuspecting customers to purchased from their site.Beware. Their products are mislabeled, and they do NOT offer refunds.

  Business Response

  Date: 08/06/2024

  HI *******, 

   

  Thank you for contacting us and alerting us of the situation you encountered. I do see our amazing ************* team has taken care of this for you. Please feel free to reach out to us at anytime and we are happy to help!

   

  Best, 

  The GoodBuy Gear Team

• Initial Complaint

  Date:07/30/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/24/2024

  Type:Order 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 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

  Date: 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

  Date:06/07/2024

  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 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

  Date: 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

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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,
  
  *********************