Goodwill Store

Hello Ms***, Thank you for reaching out via the Revdex.comI apologize for the shipping discrepancy you brought to our attentionWe know how competitive other ecommerce sites are and strive to keep our shipping costs as low as possibleWhat I can tell you is that we let the market decide what an items value is; we do not use shipping as a revenue source here at OC GoodwillUntil the item sells, we have to measure it beforehand and make a decision on how much box/packing material will need to be usedThose measurements are then entered into the listingWe are not permitted to modify anything regarding the auction once the listing is live, except to add more information to the description When customers bring questionable shipping to our attention, we are happy to refund the difference if there has been an errorUnfortunately, dimensional weight requirements continue to make a simple process of shipping a box much more difficult now than in the pastThe requirements for DIM between Fed Ex and UPS have gotten very complicated, especially over the last yearsIt is all computed based on item measurements and not left up to us on what constitutes DIM weight and what doesn'tThose numbers are coming directly from FedEx Please contact me and I can look at the specific item that you are referencing to see if there was a major error in the listingI can be reached at [redacted] Best, [redacted] District Manager, Goodwill of Orange County

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hello Ms***,
Thank you for reaching out via the Revdex.comI apologize for the shipping discrepancy you brought to our attentionWe know how competitive other ecommerce sites are and strive to keep our shipping costs as low as possibleWhat I can tell you is that we let the
market decide what an items value is; we do not use shipping as a revenue source here at OC GoodwillUntil the item sells, we have to measure it beforehand and make a decision on how much box/packing material will need to be used. Those measurements are then entered into the listingWe are not permitted to modify anything regarding the auction once the listing is live, except to add more information to the description When customers bring questionable shipping to our attention, we are happy to refund the difference if there has been an errorUnfortunately, dimensional weight requirements continue to make a simple process of shipping a box much more difficult now than in the past. The requirements for DIM between Fed Ex and UPS have gotten very complicated, especially over the last years. It is all computed based on item measurements and not left up to us on what constitutes DIM weight and what doesn'tThose numbers are coming directly from FedEx. Please contact me and I can look at the specific item that you are referencing to see if there was a major error in the listingI can be reached at ***
Best,
*** ***
District Manager, Goodwill of Orange County

Hello Ms. [redacted], Thank you for reaching out via the Revdex.com. I apologize for the shipping discrepancy you brought to our attention. We know how competitive other ecommerce sites are and strive to keep our shipping costs as low as possible. What I can tell you is that we let the market decide what...

an items value is; we do not use shipping as a revenue source here at OC Goodwill. Until the item sells, we have to measure it beforehand and make a decision on how much box/packing material will need to be used. Those measurements are then entered into the listing. We are not permitted to modify anything regarding the auction once the listing is live, except to add more information to the description.  When customers bring questionable shipping to our attention, we are happy to refund the difference if there has been an error. Unfortunately, dimensional weight requirements continue to make a simple process of shipping a box much more difficult now than in the past. The requirements for DIM between Fed Ex and UPS have gotten very complicated, especially over the last 2 years. It is all computed based on item measurements and not left up to us on what constitutes DIM weight and what doesn't. Those numbers are coming directly from FedEx.  Please contact me and I can look at the specific item that you are referencing to see if there was a major error in the listing. I can be reached at [redacted].  Best, [redacted]District Manager, Goodwill of Orange County

To:  [redacted],Dear [redacted],I have spoken with Mr. [redacted] to resolve his complaint.  Below is a copy of the letter being sent to him.Dear Mr. [redacted],Thank you for allowing me the opportunity to address an issue you had with pricing at our Bristol location.  Per our...

conversation, I agree that the labeling on the item you purchased was confusing.Goodwill Industries of Orange County strives to honor the loyalty of those who consistently support our Mission.  Therefore, I am enclosing the gift card we spoke of along with my hope that you will allow us to do a better job of serving you in the future.  This card is valid at any Goodwill store in Orange County.Again, please know that your patronage is greatly appreciated.Sincerely,[redacted]District Sales Manager

Revdex.com,This letter is in regards to the complaint ID of [redacted] this situation was rectified after speaking to the customer. We did give the discount that was desired and was able to find the other Item the customer had wanted which we also discounted. The confusion was ail of...

our clothing tags are white it's the color barb that we go by in which will let customers know if that item is on the weekly sale. The white clothing tag also says the color of the barb written on the tag. I did speak with the cashier that had handled this order the cashier did say that the customer had came up to the counter a few times with Items that were not on sale the cashier explained what the customer needed to look for. The customer was very confused and not happy that the items that were being chosen were not the sale color. In the customers defense it was his first time shopping at our store. I'm very pleased that we were able to complete the transaction to his satisfaction.April [redacted]

To:  [redacted],
12.8px; font-family: arial, sans-serif;">
Dear [redacted],
I have spoken with Mr. [redacted] to resolve his complaint.  Below is a copy of the letter being sent to him.
Dear Mr. [redacted],
Thank you for allowing me the opportunity to address an issue you had with pricing at our Bristol location.  Per our conversation, I agree that the labeling on the item you purchased was confusing.
Goodwill Industries of Orange County strives to honor the loyalty of those who consistently support our Mission.  Therefore, I am enclosing the gift card we spoke of along with my hope that you will allow us to do a better job of serving you in the future.  This card is valid at any Goodwill store in Orange County.
Again, please know that your patronage is greatly appreciated.
Sincerely,
[redacted]
District Sales Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I went to buy an item that was promoted to be for half price during a specific color on the tag or the connector to the tag. They are supposed to be the same. When I went to buy it the color on the connector was orange and the written color on the tag was green. Four days ago when I tried on the jacket I noticed the connector was orange and the price was $19.99. I asked at the front desk how does one find out what color is current. They said to call on Friday. I did indeed call today a Friday and they told me orange. Although I am sick with the flu I felt it was worth the drive and went there. The coat was still available. The connector was gone and the price tag was in the pocket. It turns out the color on the tag said green. Several other coats on the rack had connectors that did not match the tag...they too were orange connectors to a tag that said green. I asked for the half price discount and they refused saying it was simply too bad. The usual manager is a competent person and would have honored the discount. The managers on duty would not even though I showed them other coats had conflicting connectors and tags. I drove many miles for the ten dollar discount and entered into the transaction in good faith. I buy a lot...a lot of things from that Goodwill outlet called "KEEPERS" located at 23740 El Toro Rd, Lake Forest, Ca. It is part of Goodwill. I called the main office of Goodwill and left message with the zone administrator explaining the situation. I likewise contacted my credit card company beginning a dispute. I was also qualified to receive a senior discount of 10% which they did not credit me. The total dispute is for only $11 yet I feel I was cheated, dismissed, humiliated and mistreated from a store I have been loyal to as a customer. I would be content with a credit to my credit card of eleven dollars. That is my complaint.Desired Settlement: Simply credit my credit card for $11 and I will be satisfied knowing Goodwill has treated me with the respect as a customer that I deserve in that I had followed their procedures yet was still dismissed, ignored, humiliated and inconvenienced in my long drive to the store only to be diminished emotionally and financially.

Business

Response:

To: [redacted],Dear [redacted],I have spoken with Mr. [redacted] to resolve his complaint. Below is a copy of the letter being sent to him.Dear Mr. [redacted],Thank you for allowing me the opportunity to address an issue you had with pricing at our Bristol location. Per our conversation, I agree that the labeling on the item you purchased was confusing.Goodwill Industries of Orange County strives to honor the loyalty of those who consistently support our Mission. Therefore, I am enclosing the gift card we spoke of along with my hope that you will allow us to do a better job of serving you in the future. This card is valid at any Goodwill store in Orange County.Again, please know that your patronage is greatly appreciated.Sincerely,[redacted]District Sales Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The problem is the random over priced shipping charges that are a blatant ways of raising the amount they are paid for an item rather than just starting the item off at a higher price. This is a very shady practice and one that shouldn't be allowed to continue. They blatantly display the actual weight of an item and also display the inflated weight for shipping, which they try to justify by saying its dimensional weight shipping. They have items listed that are not of any irregular shape for a common box that are listed with 4x their actual weight as their dimensional shipping weight yet the dimensions of the item are not unusual at all. They also had two almost identical items listed from the same store and had the shipping on one item listed as 2.75lbs actual weight, shipping weight 8lbs. and the almost exact same item listed as 3lbs actual weight, shipping weight 28lbs. These examples are not isolated incidents and are rampant across their site.Desired Settlement: They need to be honest about their shipping practices. If they want a certain amount of money for an item and they know its a hot seller, they should be honest and increase the starting price not be shady and charge inflated shipping. If they charge 4x the actual weight of the item for shipping due to them actually having to box it, they should included packaging of the monetary value that reflects the inflated price in shipping, not just crumpled brown paper in a box as is their standard. Air bags and bubble wrap are standard and are used in numerous other companies and they offer free shipping not 4x what it should cost.

Business

Response:

Hello Ms. [redacted], Thank you for reaching out via the Revdex.com. I apologize for the shipping discrepancy you brought to our attention. We know how competitive other ecommerce sites are and strive to keep our shipping costs as low as possible. What I can tell you is that we let the market decide what an items value is; we do not use shipping as a revenue source here at OC Goodwill. Until the item sells, we have to measure it beforehand and make a decision on how much box/packing material will need to be used. Those measurements are then entered into the listing. We are not permitted to modify anything regarding the auction once the listing is live, except to add more information to the description. When customers bring questionable shipping to our attention, we are happy to refund the difference if there has been an error. Unfortunately, dimensional weight requirements continue to make a simple process of shipping a box much more difficult now than in the past. The requirements for DIM between Fed Ex and UPS have gotten very complicated, especially over the last 2 years. It is all computed based on item measurements and not left up to us on what constitutes DIM weight and what doesn't. Those numbers are coming directly from FedEx. Please contact me and I can look at the specific item that you are referencing to see if there was a major error in the listing. I can be reached at [redacted]. Best, [redacted]District Manager, Goodwill of Orange County