Goat

Thanks for taking the time to reach out in regards to your recent sale. Per our selling policy as copied from our website, 'If your sale is not confirmed within 24 hours and shipped within 3 business days (Monday - Saturday for FedEx, UPS and USPS) from the order being placed, it will be canceled'. Since the original order was placed on 11/22/2018, which fell on a federal holiday, your first business day did not count until 11/23/2018, on which date you confirmed you were able to fulfill the order. To avoid confusion, all sellers are provided with a specific day and date they are expected to ship by in addition to other relevant seller information and shipping tips, via email. Confirmation of this email was also provided in your correspondence with our support team, which showed that your was expected ship date was Monday, 11/26/2018, 3 business days from the order date. As previously advised and as stated in our seller policy once more, since FedEx, UPS, and USPS are available on Saturdays, this day counts as a ship day. According to the order log for this sale however, you were able to successfully ship within the allotted time frame and your sale was both verified and paid out on 11/28/2018. If you have any other questions or concerns about GOAT's selling or order policies, please reach out to us directly via email for additional assistance.

Thanks for taking the time to reach out in regards to your recent experience. When purchasing an item on GOAT, buyers have the option to either place an order for the current lowest price available for any given shoe/size or to submit an offer for a specific shoe/size they're interested in purchasing at the price they're willing to pay. Any seller with a matching shoe to your offer can review it and decide if they'd like to complete the sale at your suggested price. Regardless of whether the order was fulfilled through the 'buy now' option or an offer, the seller is still given 3 days to ship complete the sale or the order may be cancelled. This is of course, both incentive to the seller to get your shoes to GOAT for verification as soon as possible and also to keep you from waiting an extended amount of time for your order (or refund, when applicable)! Please not that in the event the seller fails to ship within the allotted timeframe, they are penalized for the cancellation. We understand that it's not fun to be cancelled on and that is why penalties may include a higher commission rate or removal of seller privileges altogether. Regrettably, since GOAT is a marketplace and all of the prices of the items sold are managed by the sellers who have listed them - we are unable to guarantee another product for the same price as originally paid. We encourage you to submit another offer for the original price paid however, in the event a seller may be willing to match your price once more. In the meantime, your original payment method has been refunded in full. We do apologize once more for the cancellation and invite you to contact GOAT directly with any other questions or concerns.

Thanks for reaching out in regards to your order on GOAT. We are sorry to hear your concerns.

I do see a member of our support team reached out to you -

Please note that when you applied as a seller, it is assumed that your sneakers will undergo verification and whatever results may arise will be under GOAT's sole and reasonable discretion as we answer to the buyers should they write in to complain.

Unfortunately, after an inspection of the sneakers, our specialists had noted many inconsistencies between the overall shape, construction, and materials used within the sneakers in comparison to authentic retail pairs. As we are unable to justify these inconsistencies should the buyer write in to complain/ask, we will not be able to accept these for sale and have refunded the buyer.

You are required to pay to have your item shipped back to you.

If there is anything else we can help answer regarding GOAT policy or otherwise, please don't hesitate to contact our support team directly for additional assistance!

Thanks for reaching out in regards to your order on GOAT. We are sorry to hear your concerns.

I do see a member of our support team reached out to you -

After checking with our authentication team as well as reviewing the security footage we can fully confirm we never received your shoes with the special box.
We have since the shoes back to you.

If there is anything else we can help answer regarding GOAT policy or otherwise, please don't hesitate to contact our support team directly for additional assistance!

Hi there,

Thank you for getting back to us.

At this time we are standing by our operations team that this was not sent to us, as we have reviewed security footage showing a special box was not received upon arrival of your order to us.

We have since shipped your shoes back to you exactly how they were received by us, there is, unfortunately, noting additional we can offer.

If there is anything else we can help answer regarding GOAT policy or otherwise, please don't hesitate to contact our support team directly for additional assistance!

Thanks for taking the time to reach out in regards to your recent purchase. We are sorry to hear that you were dissatisfied with the stitching on part of the shoe. While it's important to note that this particular sneaker model is specifically designed to have a 'deconstructed' look and there may be many inconsistencies as part of the manufacturing process, we want you to be happy with your order. As such, the following options were presented at the time your request was reviewed: A credit towards a future purchase, which never expires, and saves you the trouble of requesting a return. Or alternatively, we are happy to accept a return, per our standard Returns Policy as less the cost of shipping as GOAT credit to be used towards a future purchase. Since we do not offer exchanges, you would instead be able to use any applicable credit towards the purchase of the same shoe from another seller, or any other shoe of your choosing. In response to these options, we received an immediate threat to file a dispute with your bank. While we respect the right of any consumer to work with their banks directly in regards to receiving a refund, we advised that in this instance, we would not be able to continue with the return. Unfortunately, once a dispute has been filed, all communication in regards to the status of your refund/credit would be required to be made directly to your bank until claim resolution. Since a claim was not filed however, we invite you to confirm your selection from the aforementioned return options and respond with how you'd like to proceed via email to GOAT directly, so that we can assist with any next steps. We look forward to hearing from you!

Thanks for taking the time to reach out in regards to your recent order. It is first important to note that GOAT only offers email support at this time (no chat service) and inquiries are all processed in the order in which they are received. Additionally, in the future we advise sending a single email in regards to a concern, as sending multiple tickets may delay response time and create confusion around the order of your tickets as well as amongst multiple agents attempting to provide support. That being said, we sincerely apologize for the delay you experienced with this Instant Ship order that ultimately resulted in a cancellation. Please find a credit applied to your account to be used towards a future purchase. This credit never expires and will automatically apply towards your next purchase at checkout. We hope you give GOAT another chance to make it right!

Thanks for reaching out in regards to your order on GOAT. We are sorry to hear your concerns.

We apologize for the delay in response time. We are experiencing extremely high volume and we are diligently working to answer all inquiries in a timely manner.

I do see a member of our support team has reached out to you in regards to your issue -

It seems that the package went missing on its way from you to our warehouse.

Due to this loss, we issued a full cash out for your sale.

If there is anything else we can help answer regarding GOAT policy or otherwise, please don't hesitate to contact our support team directly for additional assistance!

Thanks for taking the time to reach out! We are so sorry to hear that your recent order was lost in transit! According to our contact history with you, we received notice on 11/8/2018 that your package was missing although the tracking indicated a successful delivery. Our team then requested confirmation of your shipping address on 11/9/2018 prior to escalating to a another representative in order to contact the shipping courier on your behalf. We followed up once more on 11/12/2018, with request to sign and return an affidavit, which is required in order to process any refunds. We received your signed and returned affidavit on 11/14/2018, which was promptly submitted as formal documentation to assist in the missing package claim process. At that time, we advised that the investigation may take up to 7 business days to complete. On 11/20/2018, our team regrettably deemed the package as lost and a full refund was issued to your original form of payment. If there is anything else we can still do to help at this time, please don't hesitate to contact GOAT directly for further assistance.

We are sorry to hear about the delay with your recent order. While an order with GOAT usually takes 7-10 business days to get to you, an Instant Ship order is typically shipped within 2 business days. It appears as though there was an issue with our shipping facility that prevented your order from being shipped on time, however. While your package appears to have since been delivered successfully, we do apologize for any inconvenience and as such have added a credit to your account towards a future order. Please note the credit never expires and will automatically apply towards your next purchase at checkout. We hope you give GOAT another change to make it right soon! If there is anything else we can do to help, please don't hesitate to contact GOAT directly for any additional assistance.

Thanks for taking the time to reach out in regards to your recent purchase. Please note that when emailing GOAT customer support, we recommend sending one email versus multiple messages/tickets as this may/can result in a delayed response time. After receiving your initial inquiry on 11/7 however, we requested additional information of you in attempt to locate your order/account information, without response. We then replied to your subsequent messages, again requesting confirmation of your account without acknowledgement from you, on 11/8, 11/9, 11/13, and 11/14. Unfortunately, upon locating your account, it appears as though your seller failed to ship on time, so the order was cancelled and your original payment method refunded in full as of 11/13/2018. If you have any other questions or concerns about GOAT's purchase policies, or need help placing a new order, we invite you to contact GOAT directly via email for additional assistance.

Sorry for any confusion! Please note that the prices for all items sold on GOAT are set by the individual sellers who have listed them for sale. Since GOAT is a marketplace, and not a traditional retailer, you may find listings from sellers for a wide variety of sneakers at, above, or even below retail price depending on the seller and the demand of a shoe. We reviewed your communication with our support team however, and see you requested a cancellation which regrettably your order was ineligible for per our terms at the time you reached out. As an alternative, a return was offered as less the cost of shipping - which is also outlined in our Returns Policy on our Help Page - but instead to your original form of payment, as a courtesy. The option to return was declined and your order has since been successfully shipped and delivered as of 11/19/2018. If there is anything else we can help with or answer, please don't hesitate to reach out to GOAT directly for additional assistance.

Thanks for taking the time to reach out. We see that you purchased an 'Air Jordan 4 Retro 'Mars' 2006', a 12 year old Vintage sneaker. Unfortunately, due to the age of Vintage sneakers, we advise prior to purchase that both New/Used sneakers within this category may not be suitable for wear and that we are unable to accept returns on these sneaker types. We are sorry to hear that your shoes were damaged after delivery however and if there is anything else we can do to help, encourage you to contact GOAT directly for additional assistance.

Thanks for taking the time to reach out in regards to your recent purchase. Please note that since GOAT is a marketplace and not a traditional retailer, we are unable to offer replacements for cancelled or lost products. As the middleman between both buyers and sellers, we help ensure that you receive your purchased item in the condition as which originally advertised, providing any necessary assistance with shipping or refunds when applicable. We are very sorry to hear that your unique purchase was lost in transit, however. As confirmed via our email correspondence, we can assure you that your package was successfully placed onto a FedEx shipping truck via video surveillance and unfortunately no tracking updates were received from the courier after that time. As such a full refund to your original form of payment was issued in addition to a credit, which has since been applied towards the purchase of a new order on 11/15/2018. While we do not offer phone support at this time, if there is anything else we can do to help, we are happy to assist via email with GOAT directly.

Thanks for taking the time to reach out in regards to your recent purchase. We understand there is some confusion about your order which we are happy to help address.

It is important to first note that while the sneakers purchased were indeed pre-verified, that this order was not placed through the 'Instant Ship' category. Every shoe stored at GOAT's facility has been verified for condition and authenticity prior to being listed for sale, regardless of it being the lowest price for any given SKU. These shoes come to GOAT through a variety of outlets including GOAT Storage, returns, consignment, and/or seller drop-offs and are not always shown as an available purchase option, based on the seller's price. An 'Instant Ship' item however, is any shoe SKU listed on GOAT that has an available matching shoe already at GOAT, which often is priced higher than the lowest price listed by the seller for any shoe model - but is available to ship directly from GOAT at the time of purchase (within 24-48 hours), saving time on requiring the seller to first ship for verification. Understandably, both 'Instant Ship' and pre-verified are physically at GOAT, but if the order is not marked as 'Instant Ship' there is no guarantee the seller you are purchasing from has their shoe at GOAT's facility already or will need to ship.

The screenshot we received in our previous email communication showed the following copy, 'Your sneakers have been pre-authenticated by our specialists and are shipping directly to you from GOAT.' This information provided was true, as the sneakers were ready to be shipped from GOAT on 10/24, within 24 hours of placing the order on 10/23. We believe that you may have received an additional transactional message with conflicting information in error however, which we apologized for via email after explaining in greater detail that your order was not impacted by any delay, and was already packaged for shipment. Regrettably, as this was not an 'Instant Ship' purchase we are unable to offer a differential between product pricing, which is set by the sellers who list the shoes and not by GOAT. Additionally, according to the order history, your purchase was initiated, verified, packaged, shipped cross country, and delivered within 7 days - well within our original estimated delivery timeframe.

We apologize once more for any miscommunication or confusion and hope this clears things up. If you have any other questions or concerns, please don't hesitate to contact GOAT directly for additional assistance.

Thanks for taking the time to reach out in regards to your recent purchase. It appears as though there may be some confusion around GOAT's return policy, which we are happy to help address.

Our records show we received a request to initiate a return the same day as your order was delivered, per the tracking on 10/10/2018. Within several hours, a copy of our Return Policy was provided with instruction on how to request a shipping label via the GOAT app as well as how your refund would be processed which was later reiterated again on 10/18, 10/23, 10/24, and 10/31. As copied from our Help Page and the original email correspondence, 'once we process your return, we will refund you for the amount you paid for the item(s), less the shipping costs to and from you by issuing you an site credit (GOAT credit) to use on future purchases'. Please advise once more that when purchasing with Affirm, you are responsible for paying the remainder of your loan balance since the credit is not refunded to Affirm directly but rather to your GOAT account. Your credit never expires and is then automatically applied towards your next purchase at checkout, without the need to apply for a loan once more. The refund amount was also formally outlined via email both at the time we received your initial request for a return/shipping label and again once we sent confirmation that your return was received and processed, within our terms.

While we regrettably do not offer phone support at this time, we are happy to help answer any other questions or concerns you may have via email by contacting GOAT directly in the future.

As provided in the email correspondence previously referenced, per our Returns Policy, you are refunded less the cost of shipping both to and from you as a credit. For this order, you paid a total of $130 - $10 flat rate shipping cost to you + $18.02 cost of actual return shipping costs including insurance for value of shoe = $101.98 credit refund. The cost of shipping is determined by the courier at the time the label is generated for the return and not by GOAT. At this time however, we see that the total credit issued has been applied towards the purchase of a new order on 11/17/2018, which has since been verified and delivered to you.

Thanks for reaching out in regards to your recent purchase. Per GOAT's Return Policy, we do not issue refunds or accept returns or exchanges on special items (e.g., Vintage, Sample, ID, Custom, Defect, Pre-Release) or any used items. All purchases of special items are Final Sale. All shoes however, both New and Used, are passed through the same verification process at GOAT's warehouse where they are inspected against the original listing for both condition and authenticity prior to being shipped to the buyer. For Used purchases, we use the seller photos as a benchmark to judge the condition of the sneakers - so if the condition checks out with the listing photos, the sneakers are passed through the quality inspection. Sellers will not always note all minor issues associated with a pair of used sneakers (i.e. dirt, markings, insoles, manufacturing defects, accessories, etc.) - which is why ultimately, it is the buyer's responsibility to ensure that all photos are properly inspected prior to committing to the purchase.

We want you to be happy with your order however, so we issued a partial credit to your account as an exception to our standard policy to be applied towards a future purchase due to your concerns with the shoe laces. Please note this credit never expires and will apply automatically at checkout. Additionally, you may choose to re-list the sneaker on GOAT for sale to recoup your funds as cash in the future. If you have any other questions or would like assistance re-listing your shoes, please reach out to GOAT directly and we'd be happy to help.

We apologize once more to hear that your shoes do not fit as intended. As this item was sold as Final Sale however, they are regrettably ineligible for refund due to fit. As previously advised in regards to your claim, the photos provided of the wear to the shoelaces unfortunately do not depict any unnecessary wear in discrepancy to the original listing sold as 'Used'. Because of this, we are unable to accept a return within the terms of our Return Policy and a credit was issued to your account towards a future purchase. If there is anything else we can do at this time, please don't hesitate to reach out.

Thanks for taking the time to reach out in regards to your recent purchase. Please note that when emailing GOAT customer support, we recommend sending one email versus multiple messages as this may/can result in a delay in response time as each new message received continuously updates the timestamp of your inquiry. At the time we received your original email on 10/24, we responded within 24 hours informing you that your inquiry had been escalated. Since that time, we received 19 subsequent messages further delaying your next response due to the confusion created through receiving multiple inquires.

According to our records, you agreed to the terms of our returns policy via email and were then issued a pre-paid shipping label to initiate the returns process. Upon receiving your return at GOAT however, we were notified that you alternatively filed a dispute with your financial institution, preventing us from issuing a refund. Unfortunately, one a dispute has been filed, all communication in regards to the status of your refund/credit must be directed to your bank. If there is anything else we can do to help at this time, we welcome you to contact GOAT directly for future resolution.

Thanks for taking the time to reach out. GOAT requires a strict verification process for both authenticity and condition prior to the completion of every sale. Although these shoes were sold to you originally without a box, when you listed them for sale on GOAT and they sold once more, they were shipped with a box. Please note that during the authentication process, both the shoes and any accessories - such as the box - would be included in verification. Unfortunately however, your sale was flagged since the box used to send in the authentic sneakers was fake. Outside of our standard procedure, we agreed to have the shoes returned to GOAT once more for review where they were then re-listed for sale under your account as authentic, again without the box. At this time your consigned sneakers have recently resold and your earnings will be deposited into your cash credit balance after they are verified once more. If there is anything else we can do to help or explain at this time, please don't hesitate to reach out to GOAT directly for additional assistance.

We sincerely apologize for the delay in response to you via email. Both the options for either consignment or return were presented at the time your order was under review, as no user is obligated to sell any item on GOAT. Again, since the authentic shoes were shipped in a replica box, regardless of the original listing, your sale was flagged at verification due to fake items.

Thanks for taking the time to reach out in regards to your recent purchase experience. According to the tracking, an attempt for delivery was made on 8/21/2018 but the customer was not available. Your package was then held at a local FedEx facility where pickup could be arranged onsite. Since the package was not picked up after 9 days, the package was returned to GOAT. Please know, in the event a package was returned to GOAT at the fault of the shipping courier, you would not be responsible for the cost of shipping. In this case however, the package was returned due to failure of pickup so the options of either paying to have the order shipped once more or processing a standard return were presented to you.

Regrettably, upon packaging your order we encountered an operational issue that prevented your sneakers from being successfully shipped once more after verifying payment. Since we have received more recent communication requesting your order be refunded due to the delay, a full refund of both your shipping fee and original purchase price have been issued at this time. We apologize once more for any frustrations and would love the opportunity to WOW! you with a successful order in the future. Please don't hesitate to contact GOAT directly if there is anything else we can do to help.