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:11/26/2024

  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.

  Purchased several items which I received; however, a pair of sandals were missing. Have contacted via their customer service link several times and cannot get a response. The sandal purchase was $12.99 plus handling and shipping charge. I would like resolution by either being told the item is being shipped and a tracking number or refund for the item and handling/shipping charge.

  Business Response

  Date: 12/06/2024

  We have already issued a refund for the item as well as contact the customer through our support ticket our shipping department could not locate the item:

  Return Order Id: *********** | Return Order Transaction Id: 2nvn48am | Return Date: 11/26/2024 06:52:26 AM | Returned by: KellyJ | Reason: utl shipping item
  Item: 214136716 (Sorel Women's ******** Teal & ***** Size 7.5) $12.99
  Tax: $1.05

  
  

   

• Initial Complaint

  Date:10/14/2024

  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.

  I made a purchase on 09/21/2024 with an amount of $333.94 total.The package was mailed on 09/25/2024 via *****.I have all my ***** packages held at a ***** office located at ********************************************** and I made a hold request on 09/26/2024.After not receiving updates from *****, on 10/05/2024 I called ***** which informed me the package was lost and the shipper needed to file a claim unless I provided proof of declared ******************* waiver authorization letter.I then contacted the Goodwill Industries of Central Texas customer service via ************************** where I purchased the items.I requested proof of declared ******************* waiver authorization letter which ***** required for me to make a claim to recover all my lost funds for the missing package.I might add, I paid $29.95 + $10 was the shipping handling paid which was a substantial amount for a package of lightweight items weighing under 1 pound total. This was more then sufficient enough to declare the value for the extra cost ***** charges for insurance.Goodwill Industries of Central Texas has not provided the necessary information I need to open an insurance claim for the loss of my package so I am now out $333.94 without any items.

  Business Response

  Date: 10/14/2024

  Good morning, 

  We have issued a claim with ***** for the lost package and are waiting for an update . We have contacted the customer as well. Sometimes the carrier can be very unhelpful when filing a lost package claim. We are trying to resolve this ASAP 

  Customer Answer

  Date: 10/14/2024

  Complaint: 22416793
  
  I am rejecting this response because:

  I have not received the package or a refund.
  
  If the package is not delivered by 10/28, please issue a refund.Thanks,******

  Business Response

  Date: 10/15/2024

  We have contacted the customer we have fully refunded for the lost order. ***** had said to allow them 14 days however we issued a full refund on the order and hopefully the order will eventually be returned to ** and we can contact the customer for repurchase if they wanted to. 

• Initial Complaint

  Date:09/16/2024

  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 online a ******** ********* statue on 8/18 for $268.81, almost a month ago. When I received it did not resemble the photo on the site. It was entirely detached, the leg was broken actually from the base. I asked for a refund on 8/23. On 8/31 Goodwill Goodwill Industries of Central Texas provided a return label. On 9/11 they confirmed they have received the return and told me they will let me know on the process of refunding the money. It is 9/13 and still no refund. I reached out again to them and they did not even bother to respond.I contacted Goodwill Industries International and asked help for my refund and received a Ticket *****, that was just sending me back to the seller for resolving the issue. The Seller name/ID: ********************** Item # ********* Ticket ID: ******* Order: ******** paid on 8/18 for the item $268.81. On 9/13, I decided to reopen the ticket, and they did not issue the refund.

  Business Response

  Date: 10/07/2024

  We have responded and refunded customer . The customer has been taken care of.

• Initial Complaint

  Date:08/22/2024

  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 ordered a desktop computer through their ecommerce site. It arrived damaged, due to neglect on Goodwills part in the packaging process, which I had even paid extra for, yes they have a handling charge! The item arrived damaged and is inoperable. What Goodwill should have done is removed the peripheral cards and bubble wrapped them seperate. The graphics card and sound cards both fell from their respective ports, damaging the ports and they landed on the cabling below, ripping out the cables and bending/breaking pins on the motherboard. Goodwill states I can send the item back for "REVIEW"and be sentenced to a 10% restocking fee. How is this acceptable? Review? The item arrived damaged. I want a refund and you guys jump through hoops with the carrier, ****** to get your monehback from them. The customer should not be held responsible. I called and spoke with ********* and she talked over me stating this is the way they do it, no exceptions. Awful customer service and business practices. A billion dollar company. More like *********.

  Business Response

  Date: 09/02/2024

  Good morning .

  We have already spoken with the customer and refunded the full amount and they were notified as well. This issue has already been resolved. 

• Initial Complaint

  Date:07/23/2024

  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 furnitures from good will in Leander Tx on the 10th of July, and was meant to pick it up the next day, but couldnt make it there for another 2 days. So I went to the store which was the third day, and I met a manager and told them about my situation I am having with transportation. He said I should not worry that he is going to extend the pick up day for the next 48 hours, and that even if I could not get it then all I have to do is call and they can extend it again. So I called the next day which is the 6th day and was told the furniture is being sold. Then I asked what happens now, they told me I should come with the original form of payment and I will get my refund back. I then asked what if its past the 7th day, they said it doesnt matter since I did not take any goods. Then I was sick and couldnt make it back to the store until the 22nd because I have been assured that I would either get my money back, or get store credit. I went to the store and the manager on duty said I am not getting either money back or store credit. He kept saying he didnt understand my accent. I feel bad because I think he was discriminating against me, even though I explained to him I was told on the phone to come get my refund. He said he couldnt understand my English, I feel so cheated. I dont have a furniture, and no money back. The furniture was sold to someone else and they refused to give even store credit. I think he treated me like that because of my color. I would appreciate if this matter is resolved. The racial comment is what really upset me!

  Business Response

  Date: 07/23/2024

  This is not our location which is Goodwill Ecommerce Central Texas this is a store in Leander.

   

  Thank you   

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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 won an auction for 3 NIB Complete lego sets and one lego puzzle. We were bidding for the older light and sound set which was worth more. There were no pictures of the seals on the box, but it looked new and sealed like the others. When the order comes, I notice first the puzzle (which is not worth much) was missing pieces and leaking them all over. So I check the other boxes and they look good. New and sealed. So I throw away the puzzle. Even new with all it's pieces it wasn't even worth 10 dollars. I paid 250 for this order. Well upon further examination of the sets, only the two cheaper ones were new and sealed. The valuable one we wanted was opened, but it looked like it was a mistake and they didn't see it was opened, because it was opened very carefully. Well I open it up, and of course being used kills the value, and there were only a few pieces left inside. Obviously I message them about this, and they say I can do a partial refund. When I agree to pay for (way too much) and I ask for a 190 refund from 250, they refuse, AFTER SAYING WE COUD RESOLVE IT THAT WAY. Deceptive listing practices and bad customer service. I will be disputing the charge with my bank because these remaining sets are mostly worthless (and I agreed to pay for them, more than what was fair). This site can be cool, and if the listings are correct you can get your items. But this listing was a lie.

  Business Response

  Date: 05/15/2024

  We issued the agreed $190 partial refund on 5/2/2024.

   

  Customer Answer

  Date: 05/15/2024

  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.
  An employee did maintain communication and agreed to the partial refund, and the resolution worked just fine after that. 
  Regards,
  
  *********************

• Initial Complaint

  Date:01/15/2024

  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.

  Hi received a item that dont work and I hook it up on my 2 computer screens and Im returning it at my expense and Im wanted a refund for the item for ***** and the order number is ******** for a **** desktop this desktop does not work I try to email goodwill but they told me I need to wait 2 days for a response and I cant wait that long because I need this desktop out of my house because if I waited 2 days then it will be cold outside and snowing and icy on the road and I dont like to be outside super cold . Please accept my return and give me my money back

  Business Response

  Date: 01/18/2024

  Hello, I am so sorry for the inconvenience. I had my customer service team reach out to take care of this for you. Thank you for shopping with us. 

  Customer Answer

  Date: 01/18/2024

  Complaint: 21138712
  
  I am rejecting this response because:
  all They told me that my account is deleted that it but they didnt mention any refunds 
  Regards,
  
  ******************

  Business Response

  Date: 01/19/2024

  Hello,

  My team has reached out by phone and email, we also let you a voicemail to get back to us so we can take care of this for you. Please give us a call at ************** and ask for ***** or ****** so we can make things better for you. Thank you.

• Initial Complaint

  Date:12/05/2023

  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.

  I purchased what was suppose to be a 14k gold Bracelet weighing 12.87grams The Bracelet is not 14k gold but was listed on there website that it was. They said because they had a statement under the condition that stated "Bracelet Are Not 14K" this listing was misrepresented and they don't seem to have any issues with how it is listed. you can see the ad on the attached pdf below.

  Business Response

  Date: 12/06/2023

  Hello ******************, 

  I reviewed the ticket and lister info. You are absolutely right the lister specifed a metal type when it was only a clasp with that metal purity. They listed this in the notes section but not in the attibutes. I will have **************** get in touch with you on Shopgoodwill and start the refund process.Thank you for shopping with us. Please feel free to contact us at **************. 

  Customer Answer

  Date: 12/07/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/03/2023

  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.

  This store held an auction on www.shopgoodwill.com for 10k Signed Yellow Gold Spinel Stone Stunning Vintage Band Ring Size 5.5 5.59g I ended up being the high bidder and winning the auction that closed on 09/19/2023 04:35:40 PM. The ring arrived in a timely manner. However, the ring arrived showing signs of damage. In the auction the condition of the ring was only listed as "pre-owned" It clearly didn't include any information about the damage to the item in the description. I have since emailed the photos of the damage to the company with no resolution to this issue. This is a deceptive sales practice when the item is not described accurately.

  Business Response

  Date: 10/03/2023

  Hello ****,

  I was reviewing your item's listing and you are correct there is damaged that was not described and we do apologize for any inconvenience this may have caused. I also reviewed your service tickets with my customer service rep ***** and she will be reaching out on Shopgoodwill.com to assist you with a couple of options. I will also include our direct phone line just in case you need any further assistance. Our operational hours are Monday through Friday 8am-4pm (Central Daylight Time in Austin,**) and you can reach us at **************. 

• Initial Complaint

  Date:08/29/2023

  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.

  I had an appointment on 8/22 at 2:00pm to pick up two items. I picked up my items and went home, only to realize that I was given a jersey and not my polo. So, I messaged customer service immediately, which I included the conversation in the documents of this complaint. It was a little odd that the customer service person didn't really give any instructions besides, yes we have it and closed the ticket. So, I re-open the ticket to say I had to work the next day, but could come on 8/24. They said that was okay and just gave me some times to avoid for breaks/lunches. So, I show up somewhere around 9:30 in the morning and call to say I'm outside and to switch the jersey for my polo that I never received. He says I didn't know you were coming today and that he thought it was tomorrow and that she told him it was going to be the next day. I'm assuming he means the customer service person I messaged. Either way I don't care, because I'm assuming he'll just go grab the item and bring it out, but he says I'll come out and grab the jersey quick and then go find the polo. Then he comes out and during the switch starts with how she didn't let him know and he isn't sure If I have time to wait, but it could take up to 15 minutes or more, then switches to you know what I'll just find it and send it out to you today and message you later to let you know it's on the way. He asks and takes down the order number and I leave. Well, I never receive any message that day or since then. I give it a couple of days, because maybe he shipped it anyways, but it's now 8/28 and I haven't received anything. I also, called Goodwill and asked to get sent to whoever was managing or above that department and I left them a message, but haven't received a call back. I wanted to note that the last appointment I had was 7/22 at 9:00am and I had an issue where it took me 30 minutes to pick up my order from the same person. I hope someone can get me my item or refund me.

  Business Response

  Date: 09/05/2023

  Hello ****************,

  I am so sorry that you had this experience with us. I did call you and leave a message if you can please get back to me by 4pm today or tomorrow between the hours of 9am-4pm just ask for ******. Thank you for shopping with us and have a nice day. 

   

  Customer Answer

  Date: 09/13/2023

  Complaint: 20532860
  
  I am rejecting this response because:  So, from this initial complaint I never received any correspondence at all, until 9/5 from a manager.  I actually picked up another order the same day in the morning and I was given the missing shirt (with no apology or explanation as to why they never shipped it as stated they would or messaged me).  Turns out as I get home and check my order, they didn't give me an item again on my order.  Attached is from the new issue that popped up during the first complaint and has not been resolved during this follow-up on 9/13.  So, later in that day 9/5 I receive a message from the manager saying to give her a call back between 9-4.  I call a couple times for the next few days, but each time I called she wasn't available until 9/8.  What I expected during the phone call was first, that my current problem would immediately be resolved, considering that it should be unacceptable having another issue come up during the complaint.  Basically, validating the need for an initial complaint.  Instead as I was explaining all three scenarios that span approximately one and a half months, I wasn't really given any answers to any questions or a feeling that this wasn't uncommon and going to be changed.   I've been buying regularly from them, since before they were even at this location for many years and of course I wouldn't be making any complaint if I didn't know it was uncommon.  She seemed to be a very nice person, but said multiple times that they had lost an employee and that it may be why there are so many mistakes.  Kind of a bad excuse, considering my issues span over a month and a half, but it was never followed up with something like, this will not happen again, I'll watch it closely, etc.  She just said if you have any issues going forward I'm going to tell customer service to send you my direct number after the call, if you have any issues.  I'm assuming this may just be something that is said to everybody, because I see it is given in some of the responses on BBB, but I was never given any direct number after our conversation.  So, I wanted to accept the business response, but the phone call didn't actually even solve my current ongoing problem, let alone explain the initial complaint.  I spent many years supporting their mission and I am pretty saddened that it's got this point.  Hopefully, this is a starting point for whoever reads these complaints to improve and consider moving forward, but if not it can be a ****** as to why businesses lose long-term customers.   
  
  ***************************

  Business Response

  Date: 09/13/2023

  I do apologize again **************** and I promise you my team is working hard to communicate and be organized for our customers. I am revamping our ******************* to ensure a great customer experience. Please feel free to contact me at ************** with any *************** or even email me at ************************ if that is more convenient for you. 

  Customer Answer

  Date: 09/13/2023

  Complaint: 20532860
  
  I am rejecting this response because: At this point I'm hoping someone above this department reads these threads and sees how simple all of this could be to resolve, yet is dragging on, because what I'm writing is for some reason being ignored.  I'm not sure why I would need any number or e-mail for anything in the future, since I just stated I am no longer going to be a customer.  I'm sure anyone reading this would understand that's a pretty rational response at this point.  The first complaint was because on 8/22 I was given the wrong item and when I wasted my time and gas on 8/24 to come back and switch it out, I was lied to and told it would be shipped to me, because it was their mistake.  I was given that item on 9/5 during another appointment and was never told why or given an apology and I still haven't.   Presently, I am still missing an item, that they never game me at that same appointment, but is paid for.  All I am asking is to resolve that issue, so I can close this complaint and relieve my head of this huge headache.  
  
  ***************************