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:05/12/2025

  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.

  Original purchase was done on 5/7/25. This is an online sneaker company in which buys, sells products. I made this $900 plus purchase for my sons graduation gift, not only did I cancel a previous prior address prior to ordering and GOAT receiving my funds. I entered the correct mailing address, and the system defaulted to the previous address. I sent the email exchange below instantly, and also informed customer service @ ********************** about what just occurred. I did not receive any form of response other than a generated email informing me someone would reach out 24/48 hours. I continued to send emails for a few days asking for my full refund or to change the shipping address and was met with the same generated email correspondence. I would like a full refund, and I cannot speak to a live person, nor can I change the shipping address or anything. This is truly un acceptable, and believe this online company is scamming children, and or consumers out of money. I need assistance and for this matter to be taken seriously. I have provided the online support with screen shots of the error messages, and my order based on the profile information has not been shipped. Order #******** Please investigate this transaction, and company with the information I have provided. I created an account and placed an order. I deleted the previous shipping address. Im looking at my receipt and it has my old address I havent lived there in years. Please correct and update to my new address at the ****************************************** I created an account and everything and removed this address. Confirmed before I hit pay. The money was taken from my account. I also downloaded the app and tried to log in wont let me.

  

  Business Response

  Date: 05/19/2025

  Hi there,
  
  The Better Business Bureau. We understand the frustration you've experienced with your recent order #******** and the issues surrounding the shipping address and delivery. We genuinely apologize for the inconvenience and would like to clarify the situation with full transparency.
  
  We understand that you placed an order for the **** ***** Luxor Jumbo Padded Low 'Black Milk' sneakers as a graduation gift. Upon reviewing your case, we discovered that the shipping address associated with your order was automatically populated using the address on file with Apple Pay, which may have been outdated.
  
  When completing your order via Apple Pay, the system automatically pulls the shipping address stored in your Apple Pay account. Unfortunately, this is a limitation on our end, as we do not have control over the addresses associated with third-party payment methods like Apple Pay. We recommend ensuring your address is updated in your Apple Pay account prior to checkout in the future to prevent such issues. The area to change the address for Apple Pay purchases must be updated in the Apple Pay checkout screen.
  
  After reviewing your request, we have processed a full refund of $969.63 for your order. You should see the funds credited back to your original payment method shortly. Refunds through Apple Pay typically take between 3-5 business days, depending on your card provider. If the refund is not reflected within this time frame, please reach out to us so we can assist further.
  
  We understand that this situation has been frustrating, and we sincerely apologize for any inconvenience caused. We have acted in accordance with our policies and processed the refund as requested. Moving forward, we hope the provided information helps clarify the situation, and we encourage you to ensure your address is updated in your Apple Pay account for future orders.
  
  If you need further assistance or have any questions, please don't hesitate to reach out to us at *******************************

• Initial Complaint

  Date:05/11/2025

  Type:Order 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 used goat to order a sneaker called Yeezy 350 V2 carbon beluga and in the shipping process *** lost my package and *** says a claim has been issued please contact the seller but when I try to contact goat it never respond the support system of goat is h*** hope they reach out through this and solve the issue

  

  Business Response

  Date: 05/18/2025

  Hi there, 
  
  Thank you for your patience as I received and reviewed your BBB inquiry. 
  
  Upon further review, I see that you contacted our support team on 05/02/2025 via ticket #******** regarding order no. 426665856 to report that although marked delivered, you did not receive your shipment.
  
  The specialist on your case advised to allow 3 days to see if the shipment arrives. You followed up to inform us again that the shipment was marked as delivered, but you still had not received it. To initiate the claim process, we requested the necessary documents. 
  
  On 5/06/2025, the specialist informed you that we've submitted the necessary paperwork to our support team, and they have initiated an investigation with the courier and should receive an update from the courier within 7-10 business days. 
  
  You continued to follow up with us on 5/06, 5/07, 5/08 to inform us on an update you saw on your end from the courier stating that a claim was issued to the sender, and on Tuesday 5/12, the specialist informed that we are still working with the courier to resolve the claim, and another 1-3 business days would be needed for the claim review to be completed. Please note that our processes have a specific timeline, and thus we can not expedite or influence the timeframe as we await a direct update from the courier claim. 
  
  We appreciate your patience. If you have any questions or concerns, please continue to communicate via ticket: ********

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23316106
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 05/21/2025

  Hi goat,

  Yes I can see that review is going on and I'm not concerned about that the thing is why don't you guys respond to customer emails as you don't have a contact service I've dropped a bunch of emails to get a reply and no one responds from your side for a long time and I paid 200$ for the item that never received I know that that you have certain time period but a month or more to give a proper response I don't think it's a proper communication .

   

  

  Business Response

  Date: 06/01/2025

  Hi there,
  
  Thank you for following up on your BBB inquiry. 
  
  On Monday, May 26, 2025, the specialist followed up to inform you that the courier has approved the claim, and a full refund of $217.31 was successfully processed on the same day. Please note that refunds typically take ****************************** your account.
  
  You followed up with us on Tuesday, May 27, 2025, acknowledging the update and confirming that you would reach out again if you needed further assistance.
  
  If you have any additional questions or need further support, please dont hesitate to contact our team at *******************************

  Customer Answer

  Date: 06/02/2025

   
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/10/2025

  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.

  I ordered 2 pairs of sweat pants with goat and only received 1 pair the pair I never received is a little over $200 I had went back and forth between goat and the ******* with each blaming the other for a good amount of time GOAT refuses to do anything and am still going back and forth with GOAT with thrm claiming the ******* confirmed delivery so they can't do anything the picture the ******* has is not even a picture of my porch and now goat is claiming to much time has passed ummm to much time had passed because goat is dragging the situation and doing nothing they have had me send a picture of my license a few times and just this last time too forever to get back to me and only did because I reached out to them

  

  Business Response

  Date: 05/12/2025

  Hi there,

  Thank you for reaching out regarding your recent order at GOAT.
   
  After thoroughly reviewing orders ********* and *********, we acknowledge your report of not receiving these packages.

  For order *********, it was confirmed delivered on December 26, 2024. We filed a claim on your behalf after receiving your documentation on January 17, 2025, but the courier denied it since their records indicate successful delivery.
  
  GOAT cannot override or appeal that decision, as we are not responsible for **** delivery operations. Once a package is delivered, we no longer have control over its whereabouts, and GOAT is not liable for lost or stolen items, as outlined in our policy.
  
  ******************************************

  Regarding order *********, a ticket was opened on February 24, indicating the package was missing or mis-delivered, but it was also confirmed delivered on December 30, 2024. Please note that claims must be filed within 14 days of delivery, so this request was submitted 56 days after the confirmed delivery.

  A dispute was initiated with your financial institution on February 12, 2025, which can take up to 90 days to resolve. Your financial institution denied your dispute as of April 29, 2025. 
  

  Given that weve followed all standard procedures, a refund or replacement is not possible, unfortunately. 

  If you have any further questions, please reach out via ticket ********.

• Initial Complaint

  Date:05/09/2025

  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.

  Dude, I bought an essentials hoodie and then I realized OOPS! Wrong one, so I cancel the order and it sends me an email telling me a refund will be issued in 3-4 business days but its been a whole week and I havent seen a lick of my money back. Please ???? it was literally $81.75 can I please get my money back like actually ??

  

  Business Response

  Date: 05/12/2025

  Hi there,

  Thank you for reaching out about order no. 457621665.

  After a thorough review, we can confirm the pending amount of $81.75 was voided on 04/27/25 12:53pm PDT . Based on our system, the charge was still pending at the time of the cancelation. As a result, the pending charge was not successful and did not go through. The amount of $81.75 was reversed. 
  
  In the case of a reversal, you won't see a refund credit on your financial statement the original authorization drops off the statement entirely after a few days. There will be no payment and no refund. It'll appear as if the whole transaction never happened. Your bank should be able to confirm this for you.

  You can provide your bank with the System Trace Audit Number (****) to locate the transaction:

  ****: 171734
  
  We appreciate you and your business. Should you have any further questions or concerns, please let us know. 

• Initial Complaint

  Date:05/09/2025

  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.

  On 4/23/25 I ordered a pair of **** sneakers for son's 11th birthday (which was ******). I ordered from GOAT because I had made two previous purchases from there without issue or incident for other gifts. The total was *****. I saved up for this purchase as we are a single-income household. The sneakers arrived 4/25/25. I did not open the box, merely placed in gift bag for my son to open on his birthday. He opened the gift on the night of his birthday, ******. He tried them on, they fit, and he planned to wear them the next day at school for the first time. He arrived at school at 9:40 am on 5/8/25. At 10:11 am (I just verified the time with the teacher; originally I thought it was noon but it was even earlier), I received the first photo and the following message from my son's teacher: "Hi! Just wanted to let you know that Alexs new shoe snapped in a section. He just bent down and it happened. ?? Hes of course super bummed about it so I said Id message you and hopefully the store can replace it for him! ". I contacting GOAT customer support email chat at 10:49 am to make them immediately aware of my issue. Their response was shocking in its lack of support: "Regrettably, our Return Policy does not cover damage due to wear and tear. Any issue that occurs after wearing the shoes is something that can be taken up directly with the manufacturer." I was stupefied. What could ****, the manufacturer, do for me? For all **** knew or cared, I had gotten the sneakers used at a garage sale and they couldn't be responsible for condition. I then asked for the issue to be elevated or to speak by phone with a rep; ****** ***** is as the next agent assigned, and she told me that email is the only way to contact GOAT customers and could not provide a phone number. She also gave me the same disgusting response that there was no recourse at GOAT for customers who dared to have their son wear the shoe for more than two hours. She did, however, give me ****'s contact!

  

  Business Response

  Date: 05/14/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for the ****** ***** 1 PF 'Green Strike', size 7.5 US, we can confirm the following:
  
  Since the shoes were confirmed to be in the condition in which you originally purchased and received them, and the issue occurred after use, so we were unable to offer a return.
  
  However, it looks like a support specialist has reached out to you via ticket no. ******** requesting additional photos. Please kindly reply back directly to the support ticket.
  
  Should you require additional assistance, please feel free to follow up with our GOAT support team directly.

• Initial Complaint

  Date:05/09/2025

  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.

  Hello, I placed an order with this shoe company for new shoes. The order was placed on April 28, 2025. I paid $116.02 for these shoes. The company prides itself on doing a verification of authenticity before shipping to the customer. From the pictures attached you can see that the stitching of the shoe on the back is completely uneven. The front toe portion is lopsided. Also, you can see the shoes have scuffs and look walked in. I reached out to the company and their reply to me was essentially your shoes are real. If you want to return well give you $71.41 or you can resell them on my site. Both of those solutions are laughable as Im losing money in either case. Furthermore, by reselling I would be paying them another fraction of the cost on top of it all. Im requesting that my money be returned to me in full. I still doubt its authenticity due to the issues with quality control. Despite them claiming they are real and new (both of which I doubt) I feel I am entitled to my full refund. Thank you, ********* ******

  

  Business Response

  Date: 05/15/2025

  Hi there, 
  
  Thank you for your patience as I received and reviewed your BBB inquiry. 
  
  Upon further review, I see that you contacted our support team on 05/07/2025 with concerns about the authenticity of your recent order no. ********* for the Dunk Low 'Black White' size 7.5. To move forward with reassessing the shoes, the specialist on your case requested photos so our authentication team can reassess the item. 
  
  On Friday, May 9th, our support specialist followed up and confirmed that the shoes you received were authentic and that this item was produced in one of ****'s international facilities, which may lead to slight variations and differences from the pairs made in the **. A standard return for this item was offered. Please note that with standard returns your refund amount equals the amount paid for the item, minus the shipping costs to and from you, a return processing fee of up to 15% of the items price, and any priority processing fee paid. However, you declined the standard return, so our team made an exception to process a full refund in GOAT credit upon approval of the return.
  
  On Tuesday, May 12, 2025, you followed up with us to express your dissatisfaction with our return process and policies, as indicated in our Return Policy, Our refund process involves issuing refunds through GOAT Credits, as it's the fastest and most convenient way for our customers to receive their refunds. 
  
  As a one-time courtesy, we have issued your refund to your original form of payment. $116.02 was refunded to the original form of payment on 05/14/25 8:37 pm PDT. Please note that the refund process may take 3-5 business days to be completed. 

• Initial Complaint

  Date:05/08/2025

  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 a pair of **** Air Zoom Alphafly NEXT% 3 Prototype sneakers from GOAT on April 21, 2025 (Order #*********). Within less than two weeks and after fewer than five uses, the shoes began to show significant damage: the front seams started unraveling and the foam sole tore apart.I contacted GOATs customer support with detailed photos, a timeline of use, and a clear explanation that the product was defective not damaged due to misuse. Despite this, GOAT repeatedly dismissed my concerns, citing that their return policy does not cover worn items. I made it clear this wasnt a return due to preference, but a request for support on a product that failed prematurely and unreasonably for its intended athletic use.I also reached out to ****, but they informed me that GOAT is not an authorized retailer, so they could not assist either. As a result, Ive been left with a defective $550 pair of shoes and no recourse, despite doing everything right as a consumer.GOATs refusal to take any responsibility, escalate the matter meaningfully, or offer even a partial resolution is unacceptable. Im requesting a full refund to resolve this issue fairly.

  

  Business Response

  Date: 05/14/2025

  Hello, 
  
  Thank you for the opportunity to address this matter. We appreciate you bringing up your concerns and the effort he has taken to outline your experience with order #********* placed on April 20, 2025.
  
  GOAT is a global online marketplace that connects buyers and sellers of authentic sneakers, apparel, and accessories. While we are not a manufacturer or authorized retailer for brands such as ****, we do verify the authenticity and condition of all eligible products prior to shipping. Our role is to ensure that items listed on our platform meet the specifications of the original manufacturer, the seller's listing condition, and are delivered in the condition described.
  
  In this case, the item sold was a pair of **** Air Zoom Alphafly NEXT% 3 Prototype sneakers, authenticated by our verification team on April 21, 2025. The shoes passed our multi-point inspection process, including confirmation of authenticity, condition, and alignment with manufacturer specifications. The order was then shipped to the buyer with all standard quality checks completed.
  
  On May 6, 2025, over two weeks after the order was placed, you contacted our team stating that the product had become damaged after fewer than five wears. While we understand your frustration, our Return Policy clearly states that we are unable to accept returns for any items that have been worn or show signs of use, including damage that arises post-delivery due to normal or abnormal wear and tear. Our policy is publicly available at ************************************************************, and is designed to maintain marketplace integrity and fairness for all users. Its important to clarify that, as a marketplace, GOAT does not manufacture or warranty any products sold on the platform. Any performance issues or defects that arise after use fall under the responsibility of the manufacturer. You've stated that you have contacted ****, but as noted in our support email thread, they were unable to assist due to the item being purchased from a resale marketplace.
  
  Despite this limitation, our team still escalated the issue internally and re-reviewed the case thoroughly. Given the shoes were reported as damaged after being worn, we were unfortunately unable to offer a refund, exchange, or store credit, as this type of post-use deterioration does not fall under our coverage. We understand you are disappointed and respectfully disagree with our decision; however, this matter was handled in accordance with GOATs published policies.
  
  We regret that you had this experience and we hope you can understand our position as a marketplace intermediary. For any further questions or concerns, feel free to reach out to us at *******************************

• Initial Complaint

  Date:05/08/2025

  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.

  Purchase **** Air Force 1 High 07 LV8 sport ****** for $278 or was on the way all of sudden they canceled my order now the price $661 clearly the Goat is price gouging. Its unfair and illegal. I already paid for them this business should be shut down

  

  Business Response

  Date: 05/14/2025

  Hey there!
  

  Thank you for reaching out regarding your BBB inquiry.
  

  After reviewing order ********* for the Air Force 1 High '07 LV8 *************** size 8 US, we can confirm the following:
  
  A member of our support team reached out to you via support ticket no. ******** to inform you that there was an issue due to the new import regulations implemented on Friday, May 2, 2025.
  
  Because of this, we have canceled your order and have provided a full refund back to your original form of payment on DATE. Please allow 3-5 business days for the refund to be posted to your account. I hope this helps clarify!
  
  Should you require additional assistance, please feel free to follow up with our GOAT support team directly.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23303459
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 05/19/2025

  I should be allowed to too order the sneakers for the original pro $278

  

  Business Response

  Date: 05/23/2025

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  As previously mentioned, due to new import regulations that went into effect on Friday, May 2, 2025, we encountered an issue processing your order, which led to its cancellation. We issued a full refund right away, and we truly regret the inconvenience this caused.
  

  We understand its disappointing to see the price has since changed. As a consignment marketplace, each item is listed and priced by individual sellers, so prices can fluctuate based on availability and market demand.
  
  If you have any additional questions or concerns, feel free to reach out to ****************************************************.

• Initial Complaint

  Date:05/08/2025

  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.

  On 5/10/24 I received a credit of $84.25 for a pair of sneakers I returned. The credit is no where in my account and I assumed they automatically apply it to new orders. My next order (order *********) was placed on 4/22/25 and the full cost of $139.75 was charged to my bank account.I didnt realize it until I received the sneakers and the sneakers are FAKE. They are advertised as real ****** sneakers, but my sister has the same pair. The quality and coloring are totally different from the exact pair my sister ordered from ******. I have reached out and asked to return the sneakers as they are unauthentic. They responded asking for photos, which I provided and then they are playing games and responded saying that certain Photos werent included when they actually were included. I responded saying Im returning regardless so I will send them back I want a full refund and they can examine the sneakers when they have them. That is when I looked at my bank account and discovered I was charged the full $139.75 and the $84.25 credit was never applied to the order.I feel scammed by this company TWICE now. I am looking to receive $224 back ton original form of payment. I do not trust this business and do not want the credit option which is the only one they offer. They have duped me twice now.

  

  Business Response

  Date: 05/11/2025

  Hi there,
  
  Thank you for reaching out regarding your recent order at GOAT.
  
  Concerning your return and refund for order *********, you requested a refund to your original form of payment through ticket ******** on May 10, 2024, at 12:46 pm. 

  Our service representative acted on this request on May 11, 2024, at 10:43 am. Your refund of $84.25 was issued to your original payment method on May 11, 2024, at 10:40 am PDT. Subsequently, there were no GOAT credits to apply to your new order.
  
  Regarding your authentication concerns for order *********, rest assured that our team hand-authenticated this item, passing all inspections on May 2, 2025, at 7:05 AM PDT.
  The agent handling your case has reached out to gather additional information to facilitate our investigation.

  We appreciate your prompt attention in sending over the requested photos via ticket ********, as this will help us move forward swiftly.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23303221
  
  I am rejecting this response because:

  clearly stated in the email that I attached in the original complaint, the refund was a GOAT credit, not back to original form of payment.

  these Sneakers are not authentic as you can tell in the photo, they are misshapen and the quality of the sneaker is terrible. 

  I want my $224 back that I have wasted on this company 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/18/2025

  Thanks for your reply.
  

  As previously stated, the refund for ********* was processed to your original payment method on May 10, 2024, at 12:46 pm, as detailed in ticket 14657837.
  The amount of $84.25 was refunded to the credit card associated with your Apple Pay (MasterCard ending in 8477).
  
  If you are unable to locate the refund, please contact your financial institution directly. You can provide them with the Acquirers Reference Number (ARN) so that they can locate the transaction through their system.
  
  ARN: 82305094133000017449730
  
  Furthermore, we have confirmed the Wmns Gazelle Indoor Wonder Quartz Velvet went through our verification processes, and we did not find inconsistencies that are out of the ordinary for order 435721592.
  
  The agent currently working on your support ticket has reached out to assist you with a return process, if eligible. Please note that we cannot proceed with your return until you provide the requested information.
  
  If you are unable to cooperate or provide the necessary information, we are unable to assist you further.
  
  To move forward, we advise you to respond with the requested photos via ticket ******** promptly to avoid any further delays in resolving this matter.

  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23303221
  
  I am rejecting this response because:

  as previously stated and in the email return receipt,  the refund was in the form of goat credit. It never went back to my original form of payment

   

  also,  I shipped back the fake sneakers 

  tracking 1Z5AR1430325165111

  I expect a full refund to original form of payment 

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

  

  Business Response

  Date: 05/27/2025

  Hi there,
  
  As confirmed previously, although the return email states you received GOAT credit, our review of ticket ******** shows your funds were refunded to your original payment (MasterCard ending in 8477) for order ********* on the date May 10, 2024, at 12:46 pm.
  
  Unfortunately, no further action can be taken. Contacting your bank to trace your refund using the *** below is recommended moving forward:
  
  ***: 82305094133000017449730 
  
  We acknowledge your request for a full refund toward your original form of payment for order 435721592.
  
  As your return was sent without GOAT labelsviolating GOAT policyand you did not provide adequate photos to address your authentication concerns via ticket ********, this return will remain classified as a standard return in GOAT credit.
  
  All associated fees for standard returns can be reviewed in our policy:
  
  ******************************************
  
  After multiple attempts to resolve your claims, we have been unable to make progress due to a lack of cooperation on your end. Therefore, we will no longer offer any further accommodations. Thanks for your understanding and further concerns can be addressed by contacting *******************************

• Initial Complaint

  Date:05/01/2025

  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.

  4/21/25 the product showed delivered but it was not. My grandson paid $395.15 and they will not refund. They told me to go directly to the carrier. GOATs policy says otherwise. The carrier said it was only insured up to $100. Its too late to request that, even though the delay was on GOAT taking so long to respond. I just want my refund seeing we never received the package. GOAT can work on getting reimbursed through the carrier since they did not deliver to their customer.

  

  Business Response

  Date: 05/04/2025

  Hi there,
  
  Thank you for reaching out regarding your recent order at GOAT.
  
  After careful review of Order *********, we acknowledge your report of not receiving this package.
  
  This order was marked as successfully delivered on the date April 21, 2025, 11:37.
  
  Please note we have 14 days to file a claim with the ******,r and an agent had reached out within that timeframe on April 28 to assist. After receiving all the required information, we have attempted to file a claim on your behalf on the date May 1, 2025, however, the courier has denied this claim since their records indicate a successful delivery.
  
  Once a package is delivered, we no longer have control over the package's whereabouts or responsibility for its safekeeping. GOAT is not liable for lost or stolen packages, as this is not covered under our missing package policy.
  
  ******************************************
  
  If you have any other questions or concerns, please reach out to GOAT support via ticket 16596865. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23275931
  
  I am rejecting this response because: I received the alert on my phone that the package was delivered so I grabbed my keys and stood by my gate until the carrier left. I walked right over and there was no package even though he marked it delivered. I filed a complaint with both Goat and **** quickly the same day. I told them both the driver stole my package. Neither party is doing anything about it. So customers are just supposed to let that happen! NO, this is not okay and the driver should be fired but no one will do anything. It cost $396.15! I have not even received a phone call, they both have just rejected my claims. I want a refund. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 05/11/2025

  Thank you for your response. 
  
  While you advised you were present outside at the time of delivery, we rely on the couriers delivery confirmation for claim investigations. Order ********* was marked successfully delivered by **** on April 21, 2025.
  
  Our representative's claim to **** was completed on May 1, 2025, and was ultimately denied based on **** internal delivery records. GOAT cannot override or appeal that decision, as we are not responsible for **** delivery operations. 
  
  As weve followed all standard procedures and exhausted all options available to us, we are unable to offer a refund or replacement in this case.
  
  Per our policy, we are not liable for packages that are lost, stolen, or mis-delivered by the courier. Any further concerns must be addressed with the courier directly.
  
  ******************************************
  
  In case you need further assistance, feel free to contact *******************************