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:11/26/2025

  Type:Billing 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.

  GOFO Express has been attempting to deliver my package for a week. They keep informing me that no one is home or the business is closed. First I am home and also provided them with delivery instructions. Also, Im not a business. Also, about a month ago (the first time dealing with them);they delivered my package 2 blocks away! Thankfully the person who received it brought it to me. They are horrible.

  Business Response

  Date: 12/02/2025

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

  Dear Customer,
  
  Thank you for contacting us and informing us about this matter. We sincerely apologize for the losses and inconvenience caused by this incident.
  
  We have received feedback and forwarded it to the professional investigation department for a comprehensive review. We attach great importance to this matter and consider it a serious warning.
  
  In the future, we will further strengthen the training of all express delivery personnel on service standards, with a particular focus on improving their ability to judge the rationality and safety of package placement during the express delivery process, and resolutely prevent similar incidents from happening again.
  
  We will make every effort to advance the investigation and resolve this matter properly for the client.

  Contact us:

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

  Customer Answer

  Date: 12/05/2025

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

• Initial Complaint

  Date:11/24/2025

  Type:Delivery 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.

  Keep getting parcels delivered in my name that I didn't order. Mostly cheap junk. Calls to customer service of no use..essentially verifying name address and tracking number but no information about sender. I **** think I'm being charged and can't locate errant charges on my accounts

  Business Response

  Date: 11/25/2025

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

  Dear Customer,
  
  First and foremost, we would like to express our sincere apologies for the inconvenience caused by our service on this occasion. We attach great importance to every experience you have with us, and we feel deeply regretful and remorseful for the trouble this incident has brought to you.
  
  After verification, the driver in charge of this order has delivered the package and uploaded a compliant delivery confirmation.We have verified that the name and address on the label match yours. You can confirm whether it was an acquaintance or a relative who placed the order on your behalf.
  
  We recommend that you contact the seller or the relevant platform customer service for efficient handling (such as re-delivery, refund, etc.). We will continue to optimize our services in the future.
  
  Your feedback is of vital importance to us—it not only serves as a reminder of the shortcomings in our service but also acts as a core guide for our improvement efforts.
  
  Should you have any questions or needs in the future, please do not hesitate to contact us. We will activate a priority response channel specifically for you, ensuring that your requests are received, followed up on promptly, and addressed properly until the issue is fully resolved.
  
  We sincerely appreciate your understanding and tolerance. Your trust is the driving force behind our progress, and we will strive to win back your recognition with more attentive and reliable services. We look forward to providing you with an even better experience in the future.
  
  Kind Reminder: The valid period for complaint review is 30 days from the date of your first feedback. Submissions made after this period will not be accepted. Please take note of this.

  Contact us:

  Telephone: ****************

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

  Customer Answer

  Date: 11/26/2025

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

• Initial Complaint

  Date:11/18/2025

  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.

  A GOFO Delivery driver came to deliver my package on November 17, 2025 @ approximately 10:10am. The driver pulled into my yard instead of the driveway and I asked him not to park in our yard and on our grass. He placed my package back in his vehicle. I call this stealing a package. He became upset, backed up and sped off without leaving my package. Then proceed to place on the ***** TEMU delivery sight that I rejected my package, which is not true. I am very upset and dissatisfied with GOFO and this driver. I call this very unprofessional behavior, considering the delivery drivers would not have a job if it weren't for people ordering items. This type of behavior is unacceptable, when he could have delivered the package, and he was right here at my home. Very bad delivery service!!!!

  Business Response

  Date: 11/19/2025

  Dear Customer,
  Thank you for your letter.
  We extend our sincere apologies for the inappropriate behavior of our courier driver when delivering your package to your residence at approximately 10:10 a.m. on November 17, 2025! During this incident, the driver failed to park the vehicle in the driveway as required, illegally drove into your yard, and after communication, arbitrarily took the package back and maliciously marked it as "refused". This not only violated the basic principles of courier services, but also seriously affected your package-receiving experience, bringing you great trouble and dissatisfaction. We feel deeply guilty and remorseful.
  After the incident, our company immediately launched an internal investigation, conducted serious criticism and education as well as corresponding penalties on the involved driver. Meanwhile, we have reorganized the courier service standards, strengthened the service awareness and operational training of all drivers, and will prevent such unprofessional and irresponsible behaviors from happening again.
  Regarding your package, could you please confirm whether you still need it? Once we receive your permission, we will arrange special personnel to handle it with priority and re-deliver it within 24 hours in accordance with your requirements and delivery preferences, ensuring the package is safely delivered to you. For any subsequent needs or questions related to delivery, you can contact customer service directly, and we will provide you with efficient and thoughtful service throughout the process.
  We apologize to you again. Thank you for your supervision and feedback, which will drive us to continuously improve the service quality. We sincerely ask for the opportunity to make improvements, and we will prove our sincerity with practical actions, striving to provide better courier services for you and all customers.

• Initial Complaint

  Date:11/17/2025

  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.

  My package arrived at their *******, ** hub on November 6th and has had no further tracking updates. I have contacted **** via their WhatsApp support four separate times, and each time I received a scripted response directing me to contact the seller. The seller has already fulfilled their obligationGoFo is the carrier currently in possession of the item.**** has refused to:Contact the Warwick warehouse Confirm whether the package is lost, misplaced, or damaged Provide any internal tracking or escalation Take responsibility for locating an item that their system shows they received A supervisor (*********) responded only to repeat the same scripted line instead of escalating, investigating, or providing actual ************* this point, GoFo is obstructing resolution by refusing to perform the duties of a shipping carrier. I am requesting:1.An internal investigation into the Warwick location 2.Confirmation of the package status (located or lost)3.Accountability for the carriers handling of this shipment 4.A corrective action or refund process initiated by ****, not the seller The seller cannot intervene once **** has accepted the shipment. This is a carrier issue, and **** is refusing to perform their obligations.

  Business Response

  Date: 11/18/2025

  Dear Customer,
  
  Please accept our sincere apologies for the significant inconvenience caused by the issue with your package. 
  
  After a thorough investigation and verification on our part, we regret to inform you that your package is currently suspected to be lost. 
  
  To protect your rights and interests, we have attached the Proof of Package Loss to this email. You may use this document to negotiate with the seller regarding a refund or re-delivery, which we hope will help advance the follow-up process efficiently. 
  
  We deeply regret that this incident has resulted in a less-than-satisfactory experience for you. We have already conducted a review of such issues and optimized our relevant processes. Going forward, we will make further efforts to enhance our service quality, striving to prevent similar situations from happening again. 
  
  Should you have any additional questions or need further assistance, please do not hesitate to contact us at any time.

• Initial Complaint

  Date:11/14/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  **** has delivered two scam packages in an attempted brushing scam. They are using images of my property and name to write false positive reviews online. I have never done business with ****.

  Business Response

  Date: 11/17/2025

   

   

  
  <******************************************************************************************> wrote
  
  Subject: Investigation of Your Missing Package/Items Case ID: [******************]
  
  Dear Customer,
  
  Thank you for bringing this matter to us. Please accept our sincere apologies for the inconvenience you have experienced during this service process. We take your experience with the utmost seriousness and deeply regret any distress this incident may have caused you.
  
  To facilitate a thorough investigation and expedite the resolution process, we kindly request that you provide the following supporting materials within the next five business days.
  (Please note that the completeness of the information provided will directly impact the efficiency and progress of our investigation and subsequent actions.)
  
  We kindly ask you to provide:
  - Surveillance video or photographs: clearly showing the courier stealing the package or removing items from it.
  -Proof of the item's value, such as a repair invoice or purchase receipt.
  Our dedicated team will open a formal investigation as soon as we receive and validate the provided evidence. We are committed to handling your claim fairly.
  
  If the footage indicates that the actions were carried out by someone other than the courier, we recommend that you report the matter to the police promptly.
  The materials you provide will serve as critical evidence for verifying the facts and determining accountability, enabling us to promptly identify the issue and take appropriate measures. Should you have any questions or require assistance while gathering or submitting these materials, please do not hesitate to contact us. We are here to provide you with timely support.
  We truly regret this occurrence and your cooperation.

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

  Customer Answer

  Date: 11/17/2025

  Better Business Bureau:
  
  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:

  The situation has been incorrectly interpreted. No package was stolen. These deliveries are unsolicited and were never ordered under my name or to my address. This is a brushing scheme, and you are using my name and photographs of my home to post fraudulent positive reviews in an attempt to enhance your public image. This has occurred three times. I do not consent to the misuse of my name, my property, or my likeness for any purpose, including the creation of false reviews. Cease this conduct immediately.
  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:11/13/2025

  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.

  On 11.7.2025 at ***** am a delivery driver delivered a package to my neighbor. When he got back into his car, he attempted a 3-point turn. Instead, he backed into our decorative brick border, knocking over a 45-foot portion about 2 feet high and did not stop. He hit the bricks and continued to drive off. He had to have felt he hit something, he was driving a Prius and knocked over brick and cement. This was caught on security camera that is date and time stamped, and the neighbor has provided us with her tracking number receipt as well as the pic the driver took of the package with a date and time stamp that matches the video. We have the driver and his car on camera. The delivery service company has been called and emailed, and they refuse to engage in a conversation. We want either the company or the driver/insurance to pay for the repairs to this brick work that was just installed last fall 2024.

  Business Response

  Date: 11/14/2025

   

  <******************************************************************************************> wrote
  
  Dear Customer,
  
  Thank you very much for your email.
  
  At present, since we have not obtained a valid Gofo logistics tracking number, we are temporarily unable to inquire about the relevant information of your package. To help you resolve the issue more accurately, we kindly ask you to provide your Gofo tracking number.
  
  The format specifications of the Gofo tracking number are as follows for your reference and verification:
  1. Starts with "GF", followed by 13 digits. Example: ***************
  2. Starts with "YT" or "WT", followed by 16 digits. Examples: ****************** * ******************
  
  We look forward to your reply so that we can process your request as soon as possible. Thank you for your understanding and cooperation!

  Contact us:

  Telephone: ****************

  E-mail: **************************************************************************

  CS robot:GOFO Express Robot

• Initial Complaint

  Date:11/13/2025

  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.

  **** provided tracking information for my items from Salt and Stone. They originally provided information saying the items were delivered on 10/12/25. I never found them so the seller sent me a replacement. Again, **** provided tracking information with pictures of the items at my apartment on 10-21-25 but they were no where to be found. I have called several times and each time am told over the phone that they were unable to deliver my items and they are generating a ticket for the proof of loss and I should have written confirmation in 3 business days. They never provide me with the written confirmation and every time they claim they have no record of a ticket being generated. When asked for the ticket number they claim its my tracking number. How can the items be undeliverable if they have a picture of the items at my apartment? I believe GOFO is taking that photo as proof of delivery and not giving me written confirmation of their fraud because they do not want to be held liable. They are stealing the items and trying to give me false information hoping Ill eventually drop the issue.

  Business Response

  Date: 11/14/2025

   

  ************************* *****
  
  Dear Customer,
  
  Thank you for your email.
  
  We are currently handling this complaint.
  
  Thank you for your patience and understanding.

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

• Initial Complaint

  Date:11/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We have a video of the occurrence, where the driver walked close to our fence, threw the item over the fence, and then left. We called gofo, and spoke with a lady that said an investigation will take place that will last from 5-10 days, then someone will get back to you. I item was purchased via ****, and they said that the item was delivered, pending the gofo investigation. The lady on the phone said that the proper way is for the driver to place the item on the porch if possible. LOOK at the picture that came from the driver. Where is the package, on the porch???

  Customer Answer

  Date: 12/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by GOFO Express regarding complaint ID ********.
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:10/31/2025

  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 had a joint shipment of 5 items from *****, being delivered by Gofo express.The package was marked as delivered via Gofo with a photo taken of it on my porch around 9:30am. The site has the delivery date as 09/02,but today is 10/***** husband was last to leave the house at 10:30am and there was no package on my porch.A very kind neighbor told me they saw someone put the package on my porch, take a photo, and then take the package back with them.I reported to *****, whose auto response was to contact the courier, and gofo's response was to contact the seller.This was a $77 order with xmas gifts. I'm so upset

  Business Response

  Date: 11/04/2025

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

  "Dear ,Better Business Bureau
  
  Thank you for contacting GOFO. Your satisfaction is our top priority, and we love to hear about your experience with us.
  
  Please take a moment to rate your customer service:
  
  
  - **Satisfied** ??
  
  
  - **Neutral** ??
  
  
  - **Dissatisfied** ??
  
  
  *If you select ""Dissatisfied,"" please let us know the reason:*
  
  Your feedback helps us improve, and we appreciate your time. Thank you for trusting us with your logistics needs!
  
  Best regards,
  
  
  GOFO"

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

   

  <****************************************************************************************************************************************************************> wrote
  
  Dear Customer,
  
  At present, GOFO has not yet physically received your package. As a freight service provider, if you need to check the specific shipping progress of your package, we recommend that you contact the seller or the customer service of the corresponding e-commerce platform directly, as they can provide you with more timely information related to the shipment.
  
  Regarding the meaning of the status ""GF Received Order Information / Shipping Label Created"", we would like to explain it to you here: This status indicates that **** has obtained the shipping information of your order from the shipper (e.g., the seller) and has automatically generated an exclusive tracking number and shipping label for your package. However, it is important to note that this status only represents the completion of the creation of shipping order information, and GOFO has not yet physically received your package at this time.
  
  If you have any other questions, please feel free to contact us, and we will do our best to provide you with answers.

  Contact us:

  Telephone: ****************

  E-mail: **************************************************************************

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

• Initial Complaint

  Date:10/08/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 package addressed to an ****** ***** who apparently lived at my address sometime in the past. I found a contact email on the **** website. I explained that he did not live here any more and asked what I should do with the package so that they could return it to the sender. The first response claimed that it had been delivered. I explained again that I had not asked about delivery and that ****** ***** does not live here. Again they doubled down on saying that the package had been delivered. If they cannot actually respond to a simple question, I seriously question if there is a single brain cell amongst the entire staff.