Goat

Thanks for taking the time to reach out regarding your recent purchase. When placing an order on GOAT, you are asked to either enter your shipping address from scratch or confirm your desired shipping address from a list of previously used addresses at the time of checkout. Please note that for security purposes, we are only able to ship to the address confirmed at the time the order is authorized by the purchaser. Your order however, placed on 7/30, was already verified, packaged, and shipped to you by 8/3/2018. Since we first received your request for an address change on 8/4/2018, we advised you the order was ineligible for any changes on the same day (8/4/2018). Instead, our team was able to successfully intercept the package and have it returned to GOAT where we verified your preferred shipping address with you via email and shipped your package once more. According to our records, the package was successful delivered on 9/2/2018.

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

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 payments team has reached out to you in regard to your refund.

I am happy to see they were able to confirm your refunds!

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 Order. Please know, GOAT reviews all orders for potential fraud prior to confirming an Order for the protection of both buyers and sellers. Unfortunately however, it appears as though your Order was stuck in a review state due to a system error. We have reached out to you at this time in attempt to confirm your shipping information before packaging. We look forward to assisting you further.

Thanks for taking the time to reach out regarding your recent purchase. While issues including claims for missing packages or damaged packages are often at the fault of the shipping courier, GOAT dedicates support to assist with processing these claims with the couriers on your behalf and will issue any applicable refund when necessary. In order to complete your claim however, an affidavit is required to be signed and returned to GOAT prior to issuing a refund.

At the time of receiving this complaint, we have yet to receive a signed copy of the documentation requested in response to the customer inquiry and have attempted contact on multiple occasions without response. We invite the customer to respond to GOAT directly for any additional assistance in completing their package claim.

Standard missing package protocol requires the signing of an affidavit to verify you have not received your package. As previously advised, once the affidavit has been signed, your refund would be issued. If the package had indeed not been received, the signing of this document should not be of concern. As advised per our email communication, if you are uncomfortable providing a returned signed copy of this document, which would entitle you to a refund, than you may contact Affirm directly for a resolution.

We are sorry to hear about the fraudulent use of your card on GOAT. Whenever we receive a fraudulent claim, we partner with your financial institution in order to resolve the dispute. At this time, we have not received any communication from your bank or notice of the fraudulent claim.

We are more than happy to help, however! Be on the lookout for an email from us in order to help assist in greater detail. We advise contacting your bank directly in the meantime.

Thanks for taking the time to reach out regarding your recent Orders. 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. For these Orders, we received several messages from multiple email addresses concerning your Order status, which also creates confusion due to assigning multiple agents to your case and/or requiring additional research to identify your Order when contacting from an email not associated with your account.

For security however, GOAT reviews all orders for potential fraud prior to confirming an Order for the protection of both buyers and sellers. We do apologize for any delay as we are currently working through a backlog of Orders during a peak shopping period and your wait time exceeded our typical turnaround time for review. At this time, all of your Orders have either been shipped or delivered. If you still wish to request a refund in exchange for GOAT credit, you may initiate a return for any eligible sneaker within 3 days of delivery via your GOAT app per our Returns Policy.

If additional help is required requesting a return or addressing any other questions or concerns, we welcome the customer to contact GOAT directly for further assistance.

Thanks for taking the time to reach out in regards to your recent purchase. Per our Returns Policy, all items 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 to be accepted for return. Our verification team throughly inspected the shoes upon receiving the return at GOAT and because visible hair/pet hair was found along the insoles of the shoes, as well as scuffs along the Nike air bubble, and odor was present, the shoes were no longer covered by our policy. At this time the customer has been offered the option to either resell the shoes on GOAT to recoup their funds as cash or pay shipping costs to have them returned once more, per our terms. We are happy to provide additional support or photos of the wear should the customer contact GOAT directly for assistance.

We apologize once more for any frustrations the customer has experienced due to this decision pertaining to our Return Policy. We advise once more that GOAT is a marketplace, and not a retail environment, and our Return Policy points to such as our verification process upon initial inspection pre-shipment and inspection upon return is strictly enforced. If the customer has any additional questions or concerns regarding this policy moving forward, we welcome them to contact GOAT directly.

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 7/29, your Order was put on hold in attempt to prevent the order from shipping to your incorrect address while your request to have the shipping address changed required review. Since we received 9 subsequent messages from you from the time your request was escalated, your response was delayed until 8/8 when you were informed that your address change request had been approved and updated. At that time the hold was removed, your Order was packaged for shipment, and then shipped out to your preferred shipping address where tracking confirms it was successfully delivered.

If there is anything else we can help the customer with at this time, we welcome them to contact GOAT directly for additional assistance.

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. Used shoe listings in particular require the seller to post several photos of both the shoe and box/additional accessories (when applicable) which are then used as part of the verification process at GOAT. Should any discrepancies be found at the time of verification, the buyer is contacted prior to proceeding with shipment should they choose to cancel their Order. As the shoes and box were found to have matched the original Used Shoe listing, the shoes were shipped to the buyer as normal. We then reviewed the photos provided by the buyer in addition to having verified the shoes and condition of the box at the time of purchase, and stand behind our Returns Policy that determines this Order was ineligible for return/refund.

In response to Mr. claim that GOAT was unresponsive and unwilling to help, we have 8 responses from GOAT agent *** alone, including recorded responses from as early as 7/25/2018 after the request was escalated, offering assistance in explaining our Returns Policy, offered options on reselling the shoe in an attempt to recoup their funds as cash, and additionally issued a credit of $30 for their experience, which was well outside the terms outlined in the aforementioned Return Policy. We feel strongly that while Mr. may have been disappointed that his Order was denied for return, it does not mean he was not given exceptional customer service within the means of our company policy. At this time, Mr. has chosen to list the Used Shoes for sale on GOAT's platform and will be issued a cash credit, less seller fees, once the shoes are sold once more.

As advised previously and per our policy as stated on GOAT, all sneaker-both used and new-are verified at GOAT's facility for both authenticity and condition prior to being shipped to the buyer. For Used shoes specifically, the condition of the shoe received is compared against the original listing photos as shown to the buyer via the GOAT app/website prior to purchase. It is the responsibility of the purchaser to review all photos prior to committing to the purchase as Used shoes are ineligible for return. As copied from the original email correspondence with agent ***: '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.'

No where is it contradicted that the shoes are not still physically inspected at our facility prior to shipment. Since New shoes would have absolutely no wear, markings, damages, or missing accessories, as Used shoes have the potential to-this is why the verification process for Used shoes relies on the addition of seller photos for representation of the product. If upon verification there had been any discrepancies with what the original listing photos shown, the buyer would have been contacted directly. Again, we stand behind our determination that this item was ineligible for return and the buyer was compensated outside of the means of our normal policy for their frustrations. In the future, we advise purchasing New shoes should the customer have doubts about condition when purchasing Used shoes.

Thanks for taking the time to reach out regarding your shipping delay. We appreciate your patience as there was unknown systematic error that reverted the status of your Order to pending. We have identified the issue and our support team has been notified at this time. You should expect an email from us shortly regarding a credit to your account as well as updated tracking information. If there is anything else we can do to help, please contact GOAT directly for additional assistance.

GOAT reviews all orders for potential fraud prior to confirming an Order for the protection of both buyers and sellers. It looks like the order was cancelled because we were unable to verify the information on the order or ownership of the card used for payment. If you believe your Order was marked fraudulent in error, please don't hesitate to reach out to us and verify your purchase activity prior to placing a new order.

We apologize once more for the delay as we are currently working through a backlog of Orders during a peak shopping period and your wait time exceeded our typical turnaround time for review. Our support team has reached out at this time in attempts to resolve your issue directly. We value you as a customer and hope to do business with you again in the future.

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

We do see a member of our support team reached out to you regarding this order in August of 2018.

We can offered a couple of refund options to you:

We can issue a full refund in the form of GOAT credit. The credit is typically issued within 24 hours after your unworn sneakers have been returned and evaluated.

Alternatively, we can issue $40 in the form of GOAT credit if you'd like to keep the sneakers instead.

You agreed to the 40 dollar GOAT credit which was applied to your account and you have used.
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. When you place an order on GOAT, all sneakers are first shipped to GOAT's warehouse where the shoes are then thoroughly verified for both authenticity and condition prior to being shipped to the buyer. The defect in question was again reviewed per the customer photos and identified as a known manufacturer inconsistency due to the mass production of the shoe. Should any defect or inconsistency out of the ordinary be identified at the time of verification, our team reaches out to the buyer directly before proceeding with shipment.

Additionally, since the photos provided depict the customer wearing the shoes, they are no longer covered by our Returns Policy which clearly states that any eligible order for return 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 in all original packaging. Please note that prior to wear, we gladly accept returns on New In Box, New No Box and GOAT Clean shoes that are in the same condition as when shipped in exchange for a GOAT credit which may be used towards a future purchase for an alternative shoe.

If there is anything else we can help, we welcome the customer to contact GOAT directly for additional assistance.

As explained in communication provided directly to the customer, there is a great amount of known variation during the mass production of this type of sneaker, and no two sneakers will look exactly alike. This is not a sign of the sneakers being unauthentic or defective, but is rather attributed to the manufacturing process. Again, the return was rejected due to the condition of the shoes no longer being in the same condition as when shipped and not because the customer attempted to try on the shoes and ensure a comfortable fit. The customer was offered the options to recoup their funds as cash should they resell the shoes on GOAT or have the shoes returned to them once more.

We've reviewed your account and see that a cash out was initiated to your PayPal account on 7/11/2018.
According to our records, this cash out was successfully processed.

When cashing out with PayPal, users will typically have to manually claim these funds before the funds are actually transferred. We would recommend contacting PayPal directly for assistance with claiming these funds as they were successfully processed from our end.

As messaged on your support ticket, please let us know if you have any trouble claiming the funds and we'll be happy to help!

Dear Damian,

We are sorry you are not in agreement with GOAT's "used" shoe policy as the policy is clearly reflected on our website, the app and every consumer is informed at point of sale - PRIOR to clicking submit - that all "used" shoes are FINAL.

In review of your account and the subsequent email exchange between you and the GOAT support team, it is evident the GOAT support team clearly communicated with you - on multiple occasions - to determine if there was anything incorrect with your order. The support team went above and beyond and requested photos from you, received one photo and had our verification team compare your photo with the sellers photos. We then messaged you back with the following response:

"We compared the photos you provided with the original seller photos, and it does appear that the issues you are pointing out were present in the listing.

With that said, our return policy states that we cannot accept any returns on Used sneakers. Sorry about this!

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 *** 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, 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."

You also mention in the Revdex.com complaint, that "all you got was two auto responses." In truth, you received multiple responses (four personal responses to be exact) that came directly from our consumer experience agent team (specifically CX agent Ishy, CX Agent Renzo and SR. CX Agent Selena). Although all "used" shoe sales are FINAL, in support of your concern, as mentioned above, the team went above and beyond and requested a picture from you of the issue and once we received your response and had an opportunity to investigate, we responded with the following:

"We have responded to your inquiry on Friday, 7/6, and again on Saturday, 7/7. We do apologize if you find our responses not to your satisfaction.

As we mentioned, it is ultimately the buyer's responsibility to ensure that all photos are properly inspected prior to committing to the purchase. We are a middle man service, and our service guarantees that the sneakers will be 100% authentic and in the condition as described. (The color of the sneakers and the missing insoles of the sneakers you purchased were both clearly depicted in the seller photos - therefore the "used" shoe sale is final).

We have added $16 to your GOAT account, which is 10% of the order, as a mere courtesy. Please note we do not issue refunds, returns, or credits for "used" shoes.

The GOAT Credit will apply on checkout and there is no expiration. You'll see how much credit applies to your order when reviewing the total on checkout."

We sincerely hope this helps to clarify GOAT's "used" shoe policy at this time.

Thanks for taking the time to voice your concerns regarding this cash out. Per our records, the shoes were successfully received at GOAT, verified by our authenticators, and the seller was cashed out in total of $108.12 on 6/1/2018. Once the cash credits for a completed sale are available, a seller is able to either a. Use the credit towards a purchase on GOAT or b. Initiate a cash out to either an ACH or PayPal account of the user's choosing for a 2.9% transfer fee. Per our records, a cash out was attempted on 6/3/2018 to an ACH account.

Understandably, it appears as though this cash out failed for reasons unknown to GOAT or the payment processor. In the event a failed transfer occurs, we ask the user to contact GOAT directly for assistance in locating the transfer. At the time we received this complaint, there is no record of the customer contacting GOAT via username, email address, or associated Order number linked to the completed sale. Since receiving this complaint, we have gone ahead and added the cash out credits to the users account once more so they may confirm that their account information is/was entered correctly and attempt a new transfer.

Again, we ask In the future that customers address concerns regarding any issues with their account to GOAT directly as a first point of contact as we have no recorded attempts of resolution from this customer via our support channels and are always happy to help.

Thanks for taking the time to contact us regarding your recent purchase. Upon review of your claim, we can confirm that we received initial contact regarding a request for return on 7/1/2018, but because we were not provided any valid Order or User credentials to locate the account, we were unfortunatley unable to escalate the ticket for review until 7/7/2018, which was not a business day. The claim was then escalated to our verification department for review following the next business day and careful consideration was given to the request in the order in which it was received.

Please note that per our Return Policy, items 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 to be eligible for return. As the shoes in question we admittedly worn several times before we were contacted regarding the damage, they are no longer covered by our Return Policy. Additionally, GOAT would like to note that the shoe purchased was a Retro model, manufactured in 1999 (19 years old). The age and delicacy of this particular sneaker, makes the risk of wearing vintage items greater.

Since GOAT is a marketplace and not the manufacturer of any shoe listed for sale on our platform, we are unable to replace inventory. We always advise contacting the manufacturer directly for issues involving durability or craftsmanship that fall outside of our Returns Policy. As previously advised to the customer, our service guarantees that the sneakers will be 100% authentic and in the condition as described upon arrival, and they were authentic, and delivered as described.

If there are any other questions or concerns regarding our Return's Policy, the customer is invited to contact GOAT directly for additional help.

We fail to recognize the customer's recent complaint, as there has been no request made for the return of a box on behalf of GOAT regarding this Order. It seems as though there may be some confusion as it relates to the communication with GOAT and contact with the manufacturer (Nike). We would like to reiterate once more that GOAT is marketplace, where the prices of items sold are dictated by the sellers who have listed them, and are directly correlated to supply, demand, and popularity of shoe models similarly to a stock market. Vintage shoes in particular have collectible value, and are typically sold for prices greater than original retail as they are no longer available for traditional retail purchase. Should the shoes have been received in a different condition than originally listed at the time of delivery, GOAT would have been happy to offer options for return in attempts to investigate. Again however, since this shoe was worn and no longer in the condition as received/shipped from GOAT, this item is ineligible for return per our policy.

Per our Return Policy, any eligible return is refunded as less the cost of shipping to and from the customer as a credit to be used on a future purchase. All returns are inspected upon receipt at GOAT to ensure the condition and authenticity of the shoes is verified, just as when the initial purchase was made prior to shipment. While we received your request for a return on 7/5/2018, there was no claim of an authenticity concern until after the return was successfully processed as a GOAT credit, per our return policy, on 7/12/2018.

We are always happy to address customer concerns regarding any question to a policy or specific Order should the customer contact GOAT directly for assistance as a first point of contact. As a one-time courtesy, the customer was issued a full refund to their original payment method on 7/12/2018 prior to receiving a Revdex.com complaint regarding this refund.

Thanks for reaching out to report this. We want all customers to have a seamless experience when using GOAT so we are currently investigating this order and we'll be sure to follow up.

Upon investigation, GOAT determined the customer should be issued $50 USD in GOAT credit.

The credit was applied to the customer's account and the customer was notified via GOAT customer support.