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:12/26/2024

  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.

  Ordered a hat on December 4th. By December 22 it still had not been delivered. Gossby claims 15 days for delivery but it has been 15 business days.

  Business Response

  Date: 12/27/2024

  Hi *****,
  I am *******, from Gossby Wecare team. Thank you for informing us, my sincere apology for the belated arrival which absolutely caused you inconvenience.
  I would like to take the opportunity to assist you further in this matter. An email has been sent to you from ****************************** Please check your inbox at your convenience.
  Looking forward to hearing from you soon. Thank you!

• Initial Complaint

  Date:06/15/2023

  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.

  Purchased a hat for my hubby for Fathers Day. It was completely misshaped and the personalised pleather label is crinkled which wont come out. I requested a replacement even though it wouldnt have arrived in time for Fathers Day. They approved it and then the following day sent me a tutorial and email saying if they sent a new one it would still look the same and I would need to put in a little work to restore it and sent me a tutorial they send out from their website. It must be a common occurrence for these complaints to have their own tutorial. When you buy something new, its expected to arrive as advertised not defective and there is no notice to anyone purchasing the product that the item will need a little work to restore it to apparently get it looking like the item you thought you were purchasing. Dishonest company. No replacement and no refund. Waste of $45.

  Business Response

  Date: 06/15/2023

  Dear *****************************,

  I am *** from Gossby Wecare Team. I hope this email finds you well. I am writing in response to your recent experience with the purchase of a hat for Father's **** I want to sincerely apologize for the inconvenience and disappointment caused by the misshaped cap and the crinkled personalized pleather label.

  Regarding your request for a replacement, we're genuinely sorry for the misunderstanding that it was accepted. In fact, after you successfully submitted your request, our team also needed to verify the issue and then gave a proper solution. I understand how frustrating and misleading this must have been for you, and I deeply regret any confusion or frustration it may have caused.

  
  Please be assured that we take your feedback seriously, and we acknowledge that it is our responsibility to deliver products that meet your expectations without requiring additional effort on your part. I want to assure you that this is not our usual practice, and we have addressed this issue internally to prevent such occurrences in the future.
  In light of the circumstances, I would like to offer you a full refund for the hat you purchased. A refund of your order ($41.98) has been issued to the original payment method used for your order. It may take a few business days for the refund to reflect in your account, depending on your bank's processing time.

  
  Once again, I sincerely apologize for the inconvenience and dissatisfaction caused. We value you as our customer, and we deeply regret failing to meet your expectations. If there is anything else we can do to rectify this situation or assist you further, please do not hesitate to let us know.

  
  Thank you for bringing this matter to our attention, and I appreciate your understanding.

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  Gossby sells personalized items. I bought a Personalized mug from them which they advertised as being dishwasher safe. The mug was used about once every 2 weeks and put in the dishwasher. Now the design is washing off of the mug. I contacted the vendor and they informed me they could not offer a replacement or refund because they had already closed out their budget. What does that have to do with honoring your warranty? The item is either dishwasher safe or it is not. They say in their response that they discourage putting the item in the dishwasher but that was neper indicated on the website. If they would like to offer me a code to create a free replacement that would be great and I would not have a problem doing business with them again. Otherwise they can just give me a refund and I will take my business elsewhere.

  Business Response

  Date: 05/02/2023

  
  Dear ****,

  We are sorry to hear about the issue you had with the mug you purchased from us. We strive to provide the highest quality products to our customers, and we understand that you are disappointed with the experience you had.

  We apologize for any inconvenience caused by the design washing off the mug. While we do mention that we discourage putting our items in the dishwasher, we understand that this was not clearly explained. We are sorry for any confusion this may have caused.

  Regarding your request for a replacement or refund, we regret to inform you that we cannot accommodate that request as our budget for this quarter has already been closed out. However, we value your patronage and would like to offer you a $13.99 gift code that you can use to reorder the mug or any other item from our store. We hope this will make up for any inconvenience caused by the issue you experienced.

  Please accept our sincere apologies for any disappointment caused. We appreciate your feedback and will use it to improve our services in the future. We look forward to the opportunity to serve you again.

  Thank you for choosing Gossby.
  

  
  

  Customer Answer

  Date: 05/08/2023

  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 and the matter has been resolved.

  I am only accepting as I have no other choice but will not do business with this company again after I get my replacement. 

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

  
  

• Initial Complaint

  Date:02/15/2023

  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.

  Purchased a product on 1/30 on their website. The website specifically says Manufactured in ******* on it. The item shipped from *****. I contacted the company to ask why my item was coming from ***** and they told me that the manufacturer all over the world but only advertise Manufactured in ******* because thats where they are headquartered. Its very manipulative and misleading.

  Business Response

  Date: 02/15/2023

  Dear *************************,

  
  I am *** from Gossby Support Team. On behalf of the entire team, I'm sincerely sorry for any negative experience you had with us. I totally understand how disappointed you might feel when your order was shipped from ***** instead of the US. Although we have the same manufacture standards for all factories, everything should have been mentioned clearly on our website. 
  
  
  I understand that no excuses should be made now because it's all our fault for letting you down. We got your huge support but we failed to bring you the expected experience.
  
  
  I would like to offer you a 50% refund on your order value as a sincere apology. If you agree, the refund will reflect on your bank account after up to 10 business days, depending on your bank's progress.
  
  
  Please kindly let me know if you accept this offer. I totally understand that it's not all about the money - we should have made everything clear to you from the beginning. But we wish to have your kind understanding and we promise we will do better.
  
  
  I am looking forward to hearing from you. Thank you so much and have a nice day!
  
  
  Best regards,
  *** ***** ****** *********************************** ****************** ************* **** ******** *** ***** ****** *****

• Initial Complaint

  Date:12/22/2022

  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.

  Ordered a canvas picture 12/8/22 have not received it . Chat ssid it was lost. Asked for full refund $40 and only refunded $19

  Business Response

  Date: 12/22/2022

  Dear ******,

  On behalf of the entire team, I'm sincerely sorry for any negative experience you had with us. I totally understand how disappointed you were when you still have not received your canvas. It should have been a meaningful Christmas gift but we totally ruined your plan. Thanks to your sharing, we now know that it's needed to try our best to improve our service quality.
  

  I understand that no excuses should be made now because it's all our fault for letting you down. We got your huge support but we failed to bring you the expected experience.
  
  

  Upon checking, I noticed that a full refund of $40.48 was issued for you on Dec 22. It might take ***** business days to reflect on your bank account, so we humbly hope to have your patience, ******. Please understand that this is an expected issue and we really feel embarrassed.

  Thank you so much for your kind understanding and your patience on this matter. We promise to bring you a better experience next time. Wish you all the best and have a nice day!

  Best regards,

  Gossby Team.

  Customer Answer

  Date: 12/29/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  Dear Gossby , I sincerely hope you all change your delivery service because no matter how beautiful your product is , service is #1. If customers cannot get the product, they eventually will stop ordering from you and switch to another company. I hate to see good companies go out of business. Im old school and was in wholesale & retail for several decades. If you want to stay in business put your customers first , retrain your delivery department. 
   
  
  

• Initial Complaint

  Date:11/28/2022

  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 11/18/2022, I placed 2 separate orders for custom ornaments. I was informed by a company representative and reviewed the terms and conditions; both stated that custom orders will give me the opportunity to review a proof prior to confirming my order. On 11/25/2022, both orders were confirmed without providing the proof. I demanded the proof - both of which were horrible. I demanded cancellation of both orders. One was cancelled and the company refuses to cancel the second order claiming it was beyond some alleged timeframe, even though they were grossly negligent in their terms and conditions by not providing me a proof to approve prior to confirming the order for my approval.

  Business Response

  Date: 11/28/2022

  Dear Valued Customer,

  More than ever, we're genuinely sorry for what you've been through. Upon careful checking, we're sorry that the emails with designs should have been reached you to give you an overview of what we're going to print. We understand that your opinion and approval are necessary, because it's a personalized item.

  To make it up for you, we would like to give you a full refund. For effective communication, shall it be convenient if we send you an email about this? We would love to sort things out and take this as a second chance to satisfy you. Thank you so much for letting us know about this matter. 

  Have a great day!

• Initial Complaint

  Date:11/21/2022

  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 placed an order on November 5th for a birthday gift for my Sister. Website said allow 5 to 7 days for processing another 5 to 7 days for shipping. I figured I should receive it in a couple weeks. I was notified as of Nov 7th my item was processed and preparing for shipping..Since Nov 7th same status made numerous phone calls chat and emails for ********************************************************************************************************** this world recession to buy sonething else. I asked to speak to a manager said we don't have one and you can email...No item yet no resolution I have order something from over seas as Christmas gifts and the best customer service and already received items these folks are *** and no help no manager and no item..it has been 13 days and still preparing a label to ship.. I received an email two days ago and said rest assured we are expediting haven't hear nothing since and still preparing to ship.

  Business Response

  Date: 11/22/2022

  Dear *******************************,

   

  Thank you so much for shopping with Gossby. First of all, we would like to express our most sincere apology for all the inconvenience caused to you. As your satisfaction is our top priority, we are ourselves very upset about your imperfect experience.

   

  Per checking your order *********, we see that 50 percent of shipping fee has been refunded to your account to compensate for the late production of our product. We humbly hope for your understanding that due to an unprecedented huge number of orders we've received this year, your order unfortunately encountered an issue during the production. However, we still try our best to make sure that you will still receive your order.

   

  If you need any other support, please feel free to contact us anytime. We would be glad to assist you as always.

  Once again, we are sincerely sorry for the inconvenience. We hope you understand that the issue is never our norm and we'll try our best to minimize your unwanted shopping experience. 

   

  _________

  Warm Regards,

  Gossby Support Team

   

   

• Initial Complaint

  Date:11/16/2022

  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 ordered something from their website. Been trying to figure out when I am going to get my item because they created the label on 11/8. It is now 11/15. I contacted them on 11/14, and they stated it has already been shipped, which it has not even been dropped off or picked up by ***** When I contacted them , they said it has been shipped and it is on ***** which is false because **** has to scan the item when it is received and that starts the whole chain of everything that happens with the tracking. It's stupid that they're trying to place the blame on **** when in fact it is on them for not giving the item to *****

  Business Response

  Date: 11/17/2022

  Dear *******************, 

  Thank you for spending your time writing to us.

  I truly understand the concern you are having with the package. Currently, the package scanning process and tracking information update might take more days than usual because of some carrier limitations, though the order is still on its way to you. Please wait for the package to arrive and recheck the tracking link in the next few days. Could you please hold on with us for **** business days, please? We will keep following this order and come up with a proper solution to resolve if you do not receive the order in the next **** business days. 

  Once again, I truly apologize for the belated arrival which absolutely caused you inconvenience. The frustration you encountered is understandable and your shopping experience with us is unexpected.In this case, could I offer to give you a 50% refund on the shipping fee as a compensation? Is that fine with you?

  I am eager to hear from you. Will be in touch.

   

  Best regards,

  Gossby Support Team.

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:

   

  This is a generated response from the company. My aunt works for **** and I had her check into the package's shipping. She confirms that this is common practice for this company. They wait 2/3 weeks once the label is created then do a mass ship for everything. They then try and blame **** for the delay. They have also used covid as an excuse in the past, but being how everything is back up and running like normal again, they resorted back to blaming ****. 
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/22/2022

  Dear *******************,
  
  On behalf of our team, I truly apologize that we have failed to deliver the product you ordered on time as promised. We didn't expect such an event to occur. I understand that as a valued customer when you make a purchase you expect to receive your product in a timely manner. I know that we have you down, and for that, we are very sorry.

  As per checking, your package has been delivered successfully on Nov 21st. Here is the tracking link for your order: ********************************************************************************

   

  Could you please let me know if you have received the package? To express our sincerest apologies, I would like to give you a full shipping fee refund of your order. Please share with me any thoughts, I am more than happy to listen to and assist you any time.

  
  I am eager to hear from you. Will be in touch.
  
  Best regards,
  ***** ***** ******** ******* ********** ******** *******************

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Claimed the item was shipped and courier was running behind, then send me an email saying they are reproducing it due to a quality issue, then upon inquiring of the timeline for reproduction I get told that it was shipped the 25th (before the date I was told it needed to be reproduced) and that this was ***** fault. I am clearly getting the run around and it looks as though this is a common issue from all the complaints.

• Initial Complaint

  Date:11/10/2022

  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 ordered the product on Oct 22. I received an email on Oct 26 that it had been shipped. The tracking # says its been sitting at the post office ever since. Nov 2 I received and email saying my product was not up to quality so they were remaking it. Every time I check the tracking # nothing has changed. I keep emailing them about my order and not getting a straight answer so I demanded a refund. First they said they would refund me half of the shipping fee and when I pushed harder they said they would refund me my full shipping fee and offer me 20% my next order. I want a full refund because I have not recieved any product or a straight answer from this company. They are treating me like a joke and I don't appreciate it.

  Business Response

  Date: 11/25/2022

  Dear ***********************************,

  I'm *****, from the Wecare team of Gossby store. Thanks for reaching out and bring this to our attention. On behalf of my company, I'm sincerely sorry that you still do not receive your order.
    
  We truly understand the frustration you have. It is unfortunate that we failed to send the product to you on time as promised. I have checked from our end and since you have not received your package after a long time. Unfortunately, with that said, it seems your package has been lost during the delivery process. It might have occurred due to some uncontrollable factors. Please accept our sincere apology for this problem.

  
  I've checked and one of our team members processed a full refund for your order ********* on Nov 16th. 

  I would like to send you a 30% discount code (excluding the shipping fee) for your next order with us: LOVEYOU30. Hopefully, you will be our companion in the near future. 

  
  I am eager to hear from you. Will be in touch.

  
  Best regards,
  ***** *****
  Customer Success Specialist
  Website: https://gossby.com/