ComplaintsforGossby
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Complaint Details
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Initial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My complaint is with the way that a product is marketed on this company’s website. They advertise kids jean jackets that can be customized to include the kids name on the back. In the photos advertised on their website, they show names of kids that are up to 7 letters long and they allow you to submit a name that is up to 12 letters long. We purchased a jacket with a personalization for 6 letters. Nowhere on the website did it state that this would be an issue. When the jacket arrived, there were 5 letters in a row and the last letter in another line below. This looks stupid. When I contacted the company, they said there was nothing they could do and they couldn’t explain why they allow up to 12 characters and why they have pictures on their website advertising accommodating longer names. No one contacted me when I submitted my order to let me know this would happen. The company is issuing me a full refund which is fine but what they need to do is take down the photos that are false advertising and include a disclaimer stating that they can only accommodate 5 letters in a single line. Order #********Initial Complaint
01/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I never received order #********* which I ordered on 1 December for my daughter ***** ***** ***** It shows our for delivery 11 December but nothing ever showed up. I did a missing mail request to the USPS on 26 December and they have not found it. I requested a replacement item and your staff stated until you receive the item back or it shows delivered there is nothing you can do. Why is the responsibility on me to find this item or eat the cost? I paid for goods to be shipped to me and I have not received it. While I understand your side, I also feel like I've given the USPS plenty of time to deliver/find the item.Business response
01/11/2024
Dear Valued Customer,
I am *** from the Gossby Team. I hope this message finds you well. I am writing to address your concerns regarding the missing order #*********, which was intended for your daughter.
Firstly, I want to sincerely apologize for the inconvenience you've experienced due to the delay and the subsequent challenges in locating the package. I completely understand the frustration this situation has caused.
Upon investigating the matter, we found that the order arrived at SAN ANTONIO, TX 78253 on December 11. Unfortunately, there seems to have been a delivery issue, and despite our efforts and your inquiry with USPS, the package remains untraceable.
I genuinely regret any inconvenience this may have caused you. As a gesture of goodwill and understanding the predicament you are facing, we have initiated a full refund for the order, totaling $43.98. This refund will be processed via PayPal and should reflect in your account within 3-5 business days.
I want to assure you that customer satisfaction is our top priority, and we deeply regret that you had to go through this situation. If there is anything else we can assist you with or if you have further questions, please feel free to reach out.
Once again, I apologize for any inconvenience caused, and I appreciate your understanding.
Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Never sent the ordered shirt. Upon reaching out to customer service I have been given nothing but robo emails about thanking me for my support. Have been trying to get a refund for over 4 months now.Business response
09/11/2023
Dear ********
We're genuinely sorry for any inconvenience it caused you.
As you may recall, your order was placed for a custom T-shirt featuring a high-quality photo. Unfortunately, we encountered a significant delay in processing your order because we were awaiting the high-quality picture required for customization. We understand how important this order is to you, and we genuinely appreciate your patience throughout this process.
However, we understand that the extended wait caused you considerable frustration, and we sincerely apologize for any inconvenience this may have caused. We value your business and your satisfaction is paramount to us.
In light of the situation, we processed a full refund for your order on September 10th, as per your request. You should see this reflected in your PayPal account in the next 3-5 business days. We hope that this gesture helps to alleviate some of the frustration you may have experienced.Thank you for giving us the opportunity to serve you, and we hope to have the chance to make it up to you in the future.
Here's the transaction ID for your reference: *****************
We genuinely appreciate your understanding and your business. We're committed to improving our processes and communication to ensure that such delays do not occur in the future.
Initial Complaint
11/16/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a personalized Christmas ornament from this company. It arrived effective. I contacted them they agreed after much argument to send me a new 1. The new 1 arrived defective. I contacted them by chat and Phone to try to get a resolution. The person on the phone basically told me I was lying about the product and that I should just email them. The girl on the chat attempted to help me but they are refusing to accept that the product is defective and it is defective. I have both products one is clearly printed backwards. At this point I would like a refund of my money. But I guess I would take a correct product if it gets to me before Christmas because the 2nd defective item took over a month to get to me. One side of this ornament is textured and 1 side is smooth I attempted to take the best pictures that I could 1 picture is of both ornaments on the textured side and 1 picture is of both ornaments on the smooth side clearly you can see 1 is printed backwards
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.