ComplaintsforGood Buy Gear, Inc.

• 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, 

  ******

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I looked through the list of items GoodBuy Gear buys and saw car seats and the Doona stroller listed. I happen to have a nice Uppababy car seat and base with a rain shield, and a Doona stroller with base and rain shield in excellent condition. I decided to try the service for the first time understanding that even though I would not recover the money (the buy out is not high) it may be safer than selling it on ******** or ********** given I have a baby and don't want strangers at my door. GoodBuy Gear picked it up from my house, per instructions. I waited for a few days for the items to be listed and to my surprise first the photo shows my items thrown on top of each other, and they say they can't be sold. I was surprised by this, knowing the Doona without the rain shield cost be more than $550 and it was not used much. In any case, I reached out and asked for the items back. I have received very random responses saying I need to take time off to drive to them an our away to pick these items up, then silence. I am starting to think my items have been stolen and will pursue additional actions to avoid others be taken advantage of like me.

  

  Business response

  04/04/2023

  Hi *****,

   

  Thank you for selling with us!  I am sorry to hear about the confusion with your service. We did not accept gently used car seats at the time of your service, but the good news is we do accept them now!  I am glad that we were able to help get the items back to you. Please let us know if we can help you with anything else in the future. 

   

  Best, 

  ******

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, I purchased items from Good Buy gear, ******* ** location as well as donated items. Their website ensures that all items sold through them are inspected and in working order. Two of the four items we purchased are not in working order and I contacted the company, sent pictures, but in their response, they did not address the matter. One item, a child's black and ****** work bench with two battery operated tools, had exploded batteries still in the battery compartments and the contacts were corroded, making them in operable even with cleaning and replacing with new batteries. A toddler turtle trampoline was dry rotted and had a tear along the seam of the jumping area to the side, causing it to rip further when my 32 lb two year old jumped on it christmas morning - first jump!We also signed up to have items sold through them. We signed up to have the items picked up by them for a fee. The items all had pictures taken by me at the time the driver arrived. One item in particular, a baby breeza bottle formula bottle maker 2020 version, was taken by the driver. Somewhere between the driver they assigned picked up the items and when they inspected the items to post, parts for the formula compartment went missing, making it unsellable. I questioned the company as to the reason for it being labeled unsellable at which time the informed me of the missing parts. I have sent a number of emails to them, including the pictures of this maker when it was picked up, showing ALL parts PRESENT. They have stated they will return the item to me however will not address or correct the matter of the missing parts which were lost while in their possession. I have asked them how to rectify this matter - I gave them an item which will be coming back to me not in the same condition which it was picked up. They are not taking any responsibility or willing to correct this, making this $200+ item nonfunctional unless I purchase the missing parts on my own.

  

  Business response

  01/25/2023

  Hi *******, 

   

  Thank you for taking the time to reach out to us and utilizing our buying and selling services. We are sorry you had a less than amazing experience with us and we are always willing to help make it right. We have reached out to you in your previous inquiry with us and will work to resolve the issues with the items you purchased as well as the item that was damaged in transit. We want every customer to be satisfied with our products and services and hope you are willing to give us another chance. Thank you again for reaching out and we look forward to helping you with this matter as well as seeing you as a returning customer in the future. 

   

  Best, 

  ******

  Director of Customer Care

  GoodBuy Gear

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an item on 6/10/2022 from good buy gear, the item was described as bebop music toy when the item arrived I seen the toy for it's entirety. When I turn on the toy there is a girls voice that sings and the toy moves around. I knew then this was not the toy for my grandson, I reached out to good buy gear to see if I could exchange this toy for another item my grandson would like. Good buy gear messaged me back and said that if there was no undisclosed issue (meaning a defect) there was nothing that they could do. HORRIBLE policy for a children's toy company people do have the right to change their minds about something they have purchased. I NOW want a full refund for this item not just an exchange anymore.

  

  Business response

  06/21/2022

  Hi ********, 

   

  Thank you for reaching out to us!  I am sorry to hear that the toy you received did not meet your expectations.  Our return policy does state that we only accept items back for a refund or exchange if the item has an undisclosed issue or is not as described. The toy you purchased is as described so it does not qualify under our return policy. I would be happy to issue the full amount paid for the toy, which is $2.61, via GoodBuy Bucks (store credit) that you can use on another item on our site as a one time courtesy. I will email that code over to you now. I hope you find something else to purchase very soon!  Please let me know if you have any other questions or concerns!

   

  Best, 

  ******

  Director of Customer Care

  GoodBuy Gear

  Customer response

  06/22/2022

   
  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

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a crib listed as "gently used" which per this company's guarantee stipulates the item would be in "perfect" working order with all parts on September 13th 2021. I filed a complaint with the initial 14 day period as it did not contain the wheels pictured and listed on the parts if the crib were bought new. The company fought me on the wheels being essential and gave me $25 off and I gave up. My husband (who is active duty military and often gone) then started to put the crib together several weeks ago to realize it is missing 2 essential screws/nuts that make it unsafe and unusable. We contacted Good Buy Gear who said it was too late to offer any refund and to buy the parts ourselves. My husband went to local hardware stores but we could not find correct screws. We attempted to buy them off the manufacturer parts website (making a guess on exact parts as the model number sticker has been removed from the crib) and these parts also do not fit. So I have a unsafe, unusable crib that was sold to me with a "guarantee" of having all parts and in "perfect working order". I have asked for them to return the crib, so I can buy an alternative before my due date but they continue to be of little help. Please help me advocate for a solution to this issue.

  

  Business response

  01/26/2022

  Hi *******, 

   

  Thank you for reaching out to us to alert us of your concerns. We have rectified the situation and issued a full refund for the crib that you received. I hope you will shop with us again soon and appreciate your patience as we worked to help resolve the issue.  

   

  ******

  Customer response

  01/26/2022

   
  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,
  
  *************************

*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. ↩