Goal Performer

Dear Mrs*** * *** and Revdex.comThis letter is delivered on behalf of Goal Performer, a California corporation (the “Company”), in response to the consumer complaint, Complaint ID Number *** (the “Complaint”)The Company takes the allegations of the Complaint seriously, and, after a
thorough investigation of this Complaint and its related company records, concludes that the issue has been completely resolved for reasons as shown below.The purchases are governed by the Terms of Service available online at *** , to which all customers agree to be bound upon any purchase of our products and the use of our website and service.The section pertaining to cancellations may be found below:OrdersA contract of sale is not formed until we have commenced shipment of any products orderedYour order is considered an offer to purchase one of the products displayed as part of the Company Services at the displayed price, with our acceptance occurring only upon commencement of product deliveryConsistent with applicable law, we may refuse service, orders, or sale of products or services to anyone for any or no reason.The customer purchased the product from our website on May 6thUpon realizing our product would not arriving within the stated handling time of 5-business days, we promptly sent this message to the customer on May 14th: Hey *** *** ,I wanted to contact you right away about your order from our store , our product was supposed to arrive yesterday which is why we had the item listed, but we have not received it yet and are worried it might not make it in time for our estimated delivery.We are so sorry about this, if you would like me to cancel please let me know and I will send a full refund ASAP, if not I can wait until we receive our shipment and send it out but it might not make it in time.So sorry, it was an honest mistake, please let me know how you would like to proceed.Thank youOn May 23th, the customer responded with the following message:Thank you for letting me know! Can't remember if I answered, I would definitely still like to order this.On June 1st, because we were still experiencing delays with this order, we sent the following message to the customer:I wanted to reach out to you again with an update on your orderWe are still experiencing delays with your orderI sincerely apologize for the extended delay we have had with this product.If you don’t want to wait any longer, you may cancel your order by responding to this messageOnce again, if we do not hear from you and we have not shipped within days of your originally expected shipment your order will be cancelled.Thank you for understanding, we look forward to hearing back from you.On June 8th, due to the "30-day Rule.” outlined by the FTC guide here: *** we cancelled and refunded the customer’s order.We apologized to the customer that we could not fulfill her order in a timely manner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I unfortunately did not see the response from Goal Performer and now my case is saying it is closedI am not happy with their response and would like that made clearIt is terrible customer service what they did and they left out many interactions that we had in between the listed discussions.
Regards,
*** ***

Dear [redacted] and Revdex.comThis letter is delivered on behalf of Goal Performer, a California corporation (the “Company”), in response to the consumer complaint, Complaint ID Number [redacted] (the “Complaint”). The Company takes the allegations of the Complaint seriously, and, after a thorough investigation...

of this Complaint and its related company records, concludes that the issue has been completely resolved for reasons as shown below.The purchases are governed by the Terms of Service available online at [redacted] , to which all customers agree to be bound upon any purchase of our products and the use of our website and service.The section pertaining to cancellations may be found below:6.2 Orders. A contract of sale is not formed until we have commenced shipment of any products ordered. Your order is considered an offer to purchase one of the products displayed as part of the Company Services at the displayed price, with our acceptance occurring only upon commencement of product delivery. Consistent with applicable law, we may refuse service, orders, or sale of products or services to anyone for any or no reason.On June 6th, we received an order from the customer for $44.00. We promptly shipped out the item to the customer and it was delivered on June 15th via USPS. On June 23th, the customer sent us the following message:I have been in touch with your company regarding my order #[redacted] ([redacted] vs [redacted]'s World Series Program NM Opie Reprint), but the issue is still unresolved. The order was never delivered, and instead I received a completely different product. When I notified [redacted] on your Support team of the error, he notified me that I would not receive a refund until I returned the product your company initially sent. He told me he would send a mailing label to make the return. It has been seven days and I have not received a label, a refund or the original product I ordered. I asked [redacted] for a phone number I could call to clear this up and did not receive a response. Please provide me with a full refund immediately and provide me with a phone number I can call to make sure this error is corrected. -[redacted]On June 12th we sent the following message to the customer, informing them they must return the item for a refund: Could you please return this to:[redacted]As soon as we receive it back we can issue you a full refund, thank you.On June 29th, we processed a full refund for the customer for the order item. The customer did not return the purchased item, but we went ahead and refunded the money anyways because the customer claimed the wrong item arrived.We feel this situation was correctly handled by our customer support team, and the customer was fully refunded without having to return any products.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was partially satisfactory, but the business is still misreporting the events that transpired.For starters, many of the dates listed by the business are not correct. I ordered the product on June 12, not June 6, as reported by the business.  I received the incorrect product on June 15 and sent my first correspondence on that date. The business makes no note of that correspondence, instead referring only to a later message dated June 23. The business then contradicts itself, claiming I sent the original message on June 23, yet says the business responded to it on June 12. That is illogical, and, of course, false.Secondly, the TOS section highlighted by the business does not seem to apply to this situation. It states that the business only accepts a contract of sale "upon commencement of product delivery." The product I ordered was never delivered. A completely different product was delivered instead, as I made clear in correspondence with the business and the Revdex.com.The business is correct in saying it did eventually issue a full refund, but did so only after I contacted the Revdex.com. The business also claims I did not return the purchased item -- this is only true because I never received the purchased item. As I have stated numerous times to the business and the Revdex.com, the product I did receive on June 15 was not only a completely different product, but was sent by a completely different company. That company claimed to have no affiliation with the business in question (Goal Performer) and was unsure how or why I received anything from them. I also disagree with the final statement from the business, which reads, "We feel this situation was correctly handled by our customer support team." While the full refund was eventually given, the route to get there and the poor customer service -- especially the lack of answers to direct questions, the failure to provide a promised shipping label, and, worst of all, the fact that I never received the correct product nor was I told if any effort was underway by the business to locate it -- should not be any business' definition of "correctly" handling a situation.
Regards,
[redacted]

This product was out of stock. We refunded the customer right away and removed this product from the store. We have also reached out to the customer to let them know the reason for the discontinuation of the product.