Goat

We are sorry to hear about the delay with your recent order. Our records show that upon receiving notice that your shipping was delayed on 10/20/2018, we initiated a search for your package on 10/22/2018. Although rare, a package can be misrouted or mishandled once in the possession of the shipping courier. In this case, your package was regrettably deemed lost and a full refund to your original form of payment was issued on 10/23/2018. If there is anything else we can do to help at this time, please don't hesitate to reach out to GOAT directly.

Thanks for reaching out about your recent experience. Our records show that we received notice on 7/26/2018 that you had not received your package, shown as delivered by the tracking provided by your shipping courier. Upon confirming your shipping address, we moved to filing a missing package claim on 7/27/2018 which requires the signing and return of an affidavit in order to issue a refund. Since we never heard back, your window to file a claim regrettably expired.

When we received further communication from you about your missing package on 10/2/2018, 2 months later, we regrettably had to direct you to your financial institution for additional information as a dispute had been filed. Unfortunately once a dispute is in process, all updates in regards to the status of your claim must be provided by your bank. We encourage you to contact your bank directly for additional assistance.

Thanks for reaching out about your recent experience. Please know, GOAT reviews all orders for potential fraud prior to confirming an order for the protection of both buyers and sellers. In this instance, since the purchase(r) information provided was all verified, the order was not flagged. At the time we received notice that this unauthorized purchase was made by a minor however, the order had already been shipped and was In-Transit. Our records show that the account has since been flagged and a return label has been issued in attempt to return the product to GOAT in order to be issued a full refund upon receipt. If there is anything else we can do to help resolve this claim at this time, please contact GOAT directly for further assistance.

Thanks for reaching out! In order to prevent potential fraud, all requests for a change of shipping address must be reviewed prior to approval. According to our records, after your request for an address change was escalated for review, we received a secondary message with a request to cancel your Order instead. At that time, alternatively to the address change being processed, your Order was then cancelled and you were issued a full refund to your original form of payment per your request. If there is anything else we can help answer at this time, we invite you to contact GOAT directly for additional assistance.

Thanks for taking the time to reach out in regards to your recent order. Please know that every order is first shipped to GOAT where the shoes/shoe box is/are thoroughly inspected for both condition and authenticity prior to being shipped to you. Should we find any discrepancies with your purchase, we would reach out to you directly prior to shipment. Our verification process is incredibly strict and our return policy is clearly outlined on our FAQ page as well as presented on your checkout screen prior to the completion of your purchase. Since your initial correspondence did not claim any issues with the shoe, but rather simply requested a return, our support representative correctly advised you that we regrettably do not offer returns on 'Pre-Release' sneakers. Purchases of these special item types are considered 'Final Sale'. Once you responded with additional information regarding your claim that the box was damaged, it was then that our team asked for photos so they could review. Understandably, we are unable to advise on a damage claim that may alter the terms of our return policy, if we were never advised of the reason for your return initially.

Unfortunately however, after reviewing the provided photos once more we stand by our determination that the box condition is considered 'Good'. Since the box still holds its structural integrity and carries its original shape, the tear shown is considered minor and does not affect the functionality and performance of the box. Furthermore, it is not uncommon to receive a box in the condition shown in the photos, directly from the manufacturer of the shoe. We want you to be happy with your purchase however, and as such, a credit was offered to you as a courtesy towards a future purchase. We apologize once more for your frustration and invite you to contact GOAT directly if you have any other questions about our policy.

We are happy to provide transcripts to outline any customer correspondence as it relates to this claim. Please advise however, that our previous response makes no reference to any other orders made on GOAT and is directly in regards to the specific order in question. Additionally, at no time has GOAT made a statement of the 'truthfulness' of this claim, but have simply taken a position in explaining our policy as it relates to this order. Any requests to review documented communication may be made to GOAT directly at this time.

We are sorry to hear of your frustrations regarding your recent Order. Our records show that your initial inquiry was responded to and escalated to the appropriate team within 24 hours of receipt, so we are sorry to hear that the issue took an extended amount of time to reach resolution. After reviewing your provided photos and consulting with our verification team once more, we still stand behind the determination that the issues found with your shoes are due to typical manufacturer inconsistencies. Please know that we want you to be happy with your purchase and as such accept returns within 3 days of delivery on New In Box, New No Box and GOAT Clean shoes that are in the same condition as when shipped. Since a return was not requested in this instance, a credit was offered as a courtesy towards your next purchase. If you have any other questions or concerns, please don't hesitate to contact GOAT directly for additional assistance.

We apologize once more for your frustrations and value your feedback in regards to your experience. We strive to provide the best customer experience to all our users and are always looking for ways to improve in the future. If there is anything else we may be able to do to assist, please don't hesitate to reach out to GOAT directly.

Thanks for your patience and sorry for any frustration. Please know, GOAT reviews all orders for potential fraud prior to confirming an Order for the protection of both buyers and sellers. Due to the risk of a possible issue, the account was previously flagged for your protection. At this time however, the necessary adjustments have been made to your account in order to complete a purchase, applying your available GOAT credit towards your total. If you have any other difficulty completing an Order or any other questions we can help answer, please don't hesitate to contact GOAT directly.

Thanks for taking the time to reach out in regards to your recent Order. We apologize for your confusion and hope to help address some of your concerns. Please note that on the checkout screen, prior to authorizing your purchase, messaging is displayed that reads 'ATTENTION BUYERS OUTSIDE OF USA: Import duties are not included. You will be responsible for them upon arrival'. Because of this, should you choose to refuse the package and have the package returned to GOAT, it would be processed as a standard return. Oftentimes however, packages are returned to GOAT due to other shipping errors or possible buyer confusion, so in the event your package is returned to us with a 'Return to Sender' label on it, we will reach out direct with both the option to process as a return or to have your Order shipped once more. This email was sent to you on 7/27/2018 upon receipt of the shoes from DHL. Unfortunately however, DHL may not be familiar with our company policies and is unable to make a recommendation for how your Order will be handled should you refuse the package. Per our Returns Policy, we will refund you for the amount you paid for the item(s), less the shipping costs to and from you by issuing you site credit (GOAT credit) to use on future purchases. Our records show that you were refunded, per our policy as less the cost of shipping, with an exception of the refund being issued to your original form of payment. If there is anything else we can help answer at this time, we invite you to contact GOAT directly for additional assistance.

In any event the package is shipped back to GOAT with the intention of returning it - this is processed as a return. Per our returns policy which can be found on our Help Page, '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 site credit (GOAT credit) to use on future purchases'. The Returns Policy is also linked at checkout for review prior to final authorization of your purchase. Additionally, rejecting a package does not meet the criteria of cancellation for a refund as our policy states that 'you may cancel your order within 3 hours of placing it or before it is confirmed by the seller - whichever comes first. If 3 hours have passed from when you placed the order and/or the seller has confirmed the order, then the order cannot be canceled.' Because the package was shipped and admittedly rejected due to customs fees - which is advertised to a purchaser before completing checkout - and more than 3 hours had occurred since the order date - this order was ineligible for a refund or cancellation. As previously advised, an exception was made to our standard return policy that the refund, less the cost of shipping, was issued to your original form of payment - not as a credit - as a courtesy. We also remind you once more that DHL is a third-party shipping courier and is not authorized to advise on how any company who uses their services will process a refund. Please contact GOAT directly if you have any other questions.

Thanks for reaching out in regards to your recent Order. We sincerely apologize for any issues overseen at the time of your sneaker's verification, as this is not a common or acceptable experience using GOAT's platform. At this time, our records show that a return label was provided to you, we received the sneakers back at GOAT, and a full refund to your original form of payment has been issued. If there is anything else we can do to help, please don't hesitate to contact GOAT directly.

Thanks for reaching out. We are happy to help address some confusion regarding your recent sale. Please first note that upon approval of an application to sell on GOAT, a user is prompted to complete a seller training on acceptable listing and shipping instructions. As part of such, it is the responsibly of the seller to properly and safely package any shoes for shipment to GOAT for verification prior to completion of the sale. As shown in the photos provided upon receipt of the shoe, and expressed in both Revdex.com review and email communication to our support team - the shoe box was taped shut by a representative of UPS before being packaging in a larger shipping box. Taping the box shut poses severe risk of changing the condition of the box, which was listed as 'New' and in 'Good Condition' at the time of the sale. Should the exterior box have shown any sign of damage upon arrival to our warehouse, we could conclude that the courier may have mishandled the package and would assist in issuing a full cash out to the seller upon filing a damage claim. In this case, since the damage was only to the shoebox inside of the shipping package due to unnecessary taping on the lid of the shoebox, the damage is considered at fault of the shipper. Per our terms, should the shoe not pass *** and the sale be considered incomplete - the seller is given the option to either pay the cost to have the shoe returned, as the initial cost of shipping to GOAT was paid for in the providing of a prepaid shipping label, or the seller is given the option to consign the shoe for sale. Please note that the seller still has full ownership of their sneaker for any consignment, still controls the price, and may continue to review offers via the GOAT app. There is no cost for consignment and once the shoe sells once more, the earnings for the sale are deposited into the sellers cash balance which can be withdrawn or applied towards a new purchase, just as if the sale was completed initially. At this time our records show that regardless of fault in this case, we are awaiting additional documentation from you via email in order to see how else we may be able to help. Please respond to GOAT directly for additional assistance.

Thanks for taking the time to reach out in regards to your recent purchase. We hear your frustration as it pertains to our Return Policy, as GOAT is not a traditional retail experience but rather a peer-to-peer marketplace. Because of this, we require strict verification standards both at the time of purchase to ensure a buyer receives the shoes in the condition as advertised as well as upon buyer return, prior to issuing any eligible credits or refunds. Per our Returns Policy, 'Item(s) must be in the condition they were in when sent by GOAT, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris, and all original packaging included.' As the sneakers in question show visible signs of dust/debris on the soles, they are unfortunately ineligible for return per our policy. At this time, the option to either have the shoes listed for consignment or returned to you have been presented via email and your selection may be elected via your GOAT app. Please note that there is no cost to consign your shoe and you will be issued a cash credit, transferrable to either a PayPal or ACH account, once the shoes sell once more. If you need any help initiating either a return or consigning your item from the app, please don't hesitate to reach out to GOAT directly for additional assistance.

For your convenience, I have included a direct copy of part of our Returns Policy, as it pertains to your concerns, from our FAQ page:
'Once we receive your return, the item(s) will be evaluated before your refund is made. Evaluation criteria include the following:

-Item(s) must include the Return Label provided by GOATPlease note: Returns will not be processed without a GOAT Return Label.
Item(s) must be in the condition they were in when sent by GOAT, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris, and all original packaging included.
-Item(s) must be shipped out within 3 days from receiving your Return Label. The evaluation process may take up to 7 days from receipt of return request and GOAT reserves the right to make the final decision on all return requests.
-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 site credit (GOAT credit) to use on future purchases, except as otherwise determined by GOAT in its sole and reasonable discretion.

If your return request is not approved by GOAT for any reason, we will notify you of our decision via email and you will have the option to have the item(s) sent back to you or consigned on your behalf with GOAT. If you choose to have the item(s) sent back to you, we will send you an invoice for the shipping costs. If you choose to consign the item(s), GOAT will activate the listing(s) at the same price you paid for such item(s) and if the item(s) are sold, you will be paid pursuant to GOAT's Fee Policy. You may change the listing price at any time within the app.

If you do not respond within 14 days of receiving notice that your return request was not approved or if you do not pay the shipping invoice within 14 days of receipt, GOAT will consign the item(s) on your behalf and activate the listing(s) at the same price you paid for such item(s) and if the item(s) are sold, you will be paid pursuant to GOAT's Fee Policy. You may change the listing price at any time within the app.'

We are happy to provide the photos of the visible wear once more, which was found at the time your return was received, upon request. Currently however, we are still awaiting your decision on whether to consign or return your shoes. If your selection is not made, per our terms, your sneakers will be listed under your account for consignment on your behalf as they are not eligible for return.

Thanks for reaching out and sorry for any confusion. We reviewed the communication regarding this purchase as well as your purchase history in order to best assist. We show that on 8/24/2018, we received an email requesting information on purchasing an 'Adidas Falcon Workshop' (SKU# BC0695) in size 11, that was unavailable at the time of your inquiry. On 9/18/2018, you placed an 'Offer' on this same product for $95, valid for 30 days. On GOAT, if an item is not available or you'd like to suggest a lower price that you are willing to pay for a shoe, you can submit an Offer and any seller with matching inventory may review your Offer and choose to match/fulfill it. Offers may be set for 3, 7, or 30 days and can be deleted at any time. When you confirm your Offer however, you are authorizing that you approve the completion of this purchase should a seller accept, per our terms. On 9/20/2018, a seller accepted your Offer at $95 for 'Adidas Falcon Workshop' so the flat rate shipping charges of $10 (Domestic) were added to your Order cost, totaling $105. That being said, this Order would not be considered a fraudulent transaction as records confirm the authorization of this purchase at the time your offer was submitted. As our policy states that Offers are confirmed automatically and there are no cancellations, the option to complete a return through the agent was offered as a courtesy. If you would like to proceed with the return, please respond to the agent's previous correspondence to finalize your refund method. I hope this helps explain!

Thanks for taking the time to reach out regarding your Order. We have reviewed all communication regarding your Order history and hope to help explain.

Upon receiving your email pertaining to your dissatisfaction of the item post delivery on 6/26/2018, we reviewed the request and offered the following options within our returns policy: A full refund in the form of GOAT credit pending approval of the return at GOAT or a $30 GOAT credit should you choose to keep the sneakers instead. On 7/26/2018, we received the shoes at GOAT's facility where they were inspected by our specialists prior to issuing a credit. Regrettably, the shoes were found to be in a different condition than when shipped and were no longer covered by our Returns Policy that states, 'Item(s) must be in the condition they were in when sent by GOAT, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris, and all original packaging included.'. You were advised at that time that the shoes were unfortunately then ineligible for return. As a courtesy, the return shipping costs were waived and the $30 in GOAT credit originally extended to you was issued to your account towards a future purchase. According to the Order history, you were last advised of the status of your return on 8/28/2018, prior to the shoes being shipped back at no cost to you on 8/29/2018. At this time tracking shows the shoes were successfully returned and delivered to you as of 9/3/2018 and the credit is still available in your GOAT account. Please advise that this credit never expires and will automatically apply towards your next purchase.

If there is anything else we can help answer, please contact GOAT directly for additional assistance.

Photos of the visible wear, including dust/debris on the soles of the shoes and scratches to the top of the sandals were provided at the time we received and verified the return. We are happy to provide additional copies of these photos upon request. In the future, if you receive any item from GOAT in a different condition than which you purchased, we encourage you to reach out and initiate a claim within the standard return window timeframe.

Thanks for reaching out in regards to your recent Order. We sincerely apologize for any issues overseen at the time of your sneaker's verification, as this is not a common or acceptable experience using GOAT's platform. At this time our records show a return label has been issued to have the sneakers shipped back to GOAT so that we may initiate a full refund to your original form of payment. If you have any issues receiving the label, or have any other questions or concerns, please contact GOAT directly for additional assistance.

Thanks for reaching out and sorry for any confusion! Our records show that a return was processed for this Order and a credit refund was issued on 9/11/18, per our standard return policy. At this time our team has reached out in order to best assist with converting your GOAT credit to a refund as original form of payment. Please respond to GOAT directly for additional assistance.

Thanks for taking the time to reach out in regards to your recent Order. We are sorry to hear that you received an incorrect item and that you felt you received poor customer service. According to our records, the time between receiving an incorrect item, responding to your email, processing a return, and issuing a refund was completed within only 4 business days. Upon receiving your original email informing us of the issue, we responded within 24 hours, escalating your inquiry to the appropriate department. You were then provided a free return label to have the incorrect item shipped back to GOAT where we then issued a full refund to your original form of payment. If there is anything else we can do to help, we ask that you contact GOAT directly for additional assistance.

Thanks for taking the time to follow up in regards to your recent purchase. Please know, GOAT reviews all orders for potential fraud prior to confirming an Order for the protection of both buyers and sellers. At this time our records show this Order was shipped and successfully delivered to the shipping address provided, however. We apologize once more for any delay in response or turnaround time experienced, as it is our goal to review orders within 48 hours. We ask that in the future any questions or concerns regarding your GOAT account are directed to customer service via our designated support platforms.

Thanks for taking the time to reach out regarding your recent purchase. Because of our systematic process for receiving returns, the email denying your return as worn was sent in error as an automated message. The approval of this return as an exception was notated in your account however and successfully processed as of 9/5/2018. We apologize for any inconvenience once again, as it is standard for all sneakers to be received with a signed authenticity card along with every purchase after being verified at our facility. We strive to provide the safest and most trusted marketplace for sneakers and hope to do business with you again in the future.

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. Anytime we receive either a wrong item (due to SKU, size, etc) or an item in wrong condition (ex. used but sold as new), the seller is offered the option to either have the shoe consigned, at no cost, to sell once more on GOAT or pay the return costs to have the shoe shipped back (since the seller was provided with a free shipping label to have it shipped to us initially). Once we received confirmation of the decision for return, we requested the preferred PayPal email address in order to invoice these costs. Since that time, the invoice was prepared, sent out, payment was verified, and your sneaker was recently prepared for shipment. Once the courier scans in the package, your tracking for the return will be made available via your app.

If you have any other questions or concerns, please contact GOAT directly for additional assistance.