Complaints

This profile includes complaints for Good2GoCo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Good2GoCo

  8747 Jim Bailey Cres Kelowna, BC V4V 2N4

• 

  Good2GoCo

  609 101 1865 Dilworth Dr Kelowna, BC V1Y 9T1

• 

  Good2GoCo

  225 Beaver Lake Court Kelowna, BC V4V 1S5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the product on December 5, 2023. They took the money within 24 hours from my card but I have not had any contact since then. I have called and there is a message saying they are not taking any calls right now because they are short staffed and to leave an email. I had left an email over 2 weeks ago and the instant reply said they will contact me within 3 days, still no reply so I emailed again. Still nothing. I am starting to think this might be a **** *******. I ordered an item that was not marked as needing extra time to ship so it should have shipped right away. Also I should have been contacted back by now. The last email I sent requested my money back and still no reply.

• Initial Complaint

  Date:06/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased online order of freeze dried food on November 19 - 2023 from good2goco**** (canadian website) they take the money right away and two weeks later, after I ask for shipping date and tracking information they tell me there is a item shortage, they want me to choose a different item because they don't want to issue a refund and ship remainder of order. I asked for a refund on December 2, they did not reply until Dec 6 to tell me they cancelled the order and that no refund has been issued. The website looks legit but the phone number goes to a recorded message that states they are not answering calls. They routinely blocked all my emails from my internet provider so that forces you to contact them through the 'Contact button the website. And they state it takes them 3-5 business days to reply. This is a **** and not a legit business. I want a full refund. for order number ****** placed on Nov-19-2023 *******
  

  Business Response

  Date: 06/12/2023

  We have reached out to the customer who put through a chargeback.  I have accepted the chargeback immediately and have apologized for the delay with this customer.  I also let her know that the product would be available this week if she wanted me to work with her to do a new order.  She has not responded however she did in fact get her refund (via the chargeback route).

  Customer Answer

  Date: 08/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

  Further, I think this ******* business needs to learn to release the shipping and tracking info to the customer, this does not take 10 business days. It does not take 10 days to pack and ship a box. Further if there were ******* product shortages they should have alerted the customer immediately with the offer of a solution. Either back order or remove the out of stock item from the order and ship the remainder. Further, they should have a working email and a phone that is answered by a real person, not a generic message. Further if they have staff shortages - hire someone with a firm shipping background. It's called customer service and it is not that hard.

   

   

• Initial Complaint

  Date:14/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two orders placed, first on September 3rd, second on October 29th.Neither the September 3rd nor the October 29th order have been shipped as of November 12th and both are marked "unfulfilled" on my account record.Since we didn't receive the September 3rd order I genuinely thought I forgot to place it, so I placed what turns out to be a nearly duplicate second order. Both have similar consumable, shelf-stable food supplies that we like to use for camping. I reached out by email on Nov 12 to customer service and got a generic answer which boils down to "we're busy, we're understaffed, please be patient" but both emails were immediate and similar. It seems that they are sending this as an automated reply which worries me. They also stated not to place phone calls and all inquiries are being handled by email only due to staffing issues. All items were listed to ship in 3-5 day, nothing special order, all in stock, and no communications have been received from the company about either shipment since the orders were placed.This is a concerning experience from a company we have used successfully for several shipments over several years. I really hope it's a short term issue they can solve and would like the products delivered. However I've advised them to complete fulfillment ASAP or I'll request a charge back. Each order is over $200 and total for both orders is ~$460.

  Business Response

  Date: 28/11/2023

  This customer is a long time customer of Good2GoCo.  We certainly appreciate that she had to wait for some time for the first order in September - but we did refund an item which was holding up the order and shipped it out.  I have confirmation that the order was delivered.  The second order from October - I have communicated with the customer via email.  I have given her some substitution options as well as a refund option.  I am awaiting her response.

• Initial Complaint

  Date:04/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a product over a month ago, it was stated it would be shipped in 2-3 days. I have reached out over email and phone dozens of times throughout and have yet to have a single reply. The product purchased is time sensitive and is needed ASAP. I cant even get a hold of them to cancel my order. I need help.

  Business Response

  Date: 18/10/2023

  Hi BBB,

  We provided a refund to this customer on October 5th as soon as he requested one.  I truly don't understand why he filed a complaint - there was a bit of a delay with getting his order to him however the website clearly states that the ***** **** ******** merchandise is a special order item and the customers are instructed to call for estimated dates.  He has been refunded - I communicated with him regularly.  His complaint does not seem to be warranted.  We accept when we are in error but this situation does not fit those parameters.

   

   

• Initial Complaint

  Date:31/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an very expensive order two weeks ago for an incubator costing almost 824.89$. To date my order has yet to ship. I tried to call the company to get things sorted out but they have no representatives to answer the phone. I've tried leaving multiple emails and nobody's gotten back to me concerning my order. At this point I'm assuming they have taken my money with no intent to provide me with the product I paid for. I am seeking to recover the money I spent with this company if no product is going to be provided.

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for food products with Good2GoCo in the amount of $261.95 in early April, 2023. At the time, the company said the order would be delivered in May. I have contacted the company multiple times since then to try to find out when I would get my order. On June 5, I sent an email and the response said they expected a large shipment within 2 weeks. June 28, I emailed again but received no response. Yesterday, July 11, I called the company but no one answered the call so I left a voicemail. No one responded. They say on their website that they do not give refunds. Do they have no legal responsibility to provide a refund when they seem to be incapable of delivering an order a customer has paid for? * ** ** * ***** ******* * ****** ****** ** **** ************ *** **** **** ** ** **********

  Business Response

  Date: 14/07/2023

  We have spoken with the customer directly.
  
  ****
  

  
  

  Customer Answer

  Date: 15/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:23/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with ********* on May 3, 2023. At the time I placed my order a message popped up indicated it would take 2-3 days for processing. As of May 15, 2023 I had not received any communication from *********. and had not received my order. So I emailed their customer service. I received a response on May 18, ************************************************* stock until June. It is now June 23, 2023 and I still have not received my order that I paid for now almost 2 months ago. I also have not received any updates, communication or shipping date from *********. My order still shows unfilled on my account with no date in site of when I will receive the product this company took my money for. This is terrible customer service and no way to operate a business. I attempted to call them at the number on their website and there is ***** to talk to- a message directs me to email them. I attempted to contact them on ******** through their message page and again I only get a message to email them. If I do not receive a confirmed shipping date I will require a refund so I can purchase elsewhere.

  Business Response

  Date: 05/07/2023

  Thank you for reaching out about this order.  Although our site does say 2-3 days for shipping, it also says that "For specific items with longer delays, please note the processing times as indicated on individual product pages."  In this case, this item has the following information on the website "Due to the popularity of this product, the ******* ***** Freeze Dried Pineapple Chunks #** Can is available to pre-order with an estimated shipping date of JULY. We apologize for the inconvenience." 

  Our customers are very important us and we work very hard to provide good customer service.  These last few years have been challenging to keep up to our standards. 

  We have spoken with this customer and have done our best to resolve this issue.  We apologize to this customer for any inconvenience that this delay has caused.

• Initial Complaint

  Date:23/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered several fall hunting items through the Good2GoCo Canadian website on September 9, 2022. The total with taxes was $400.72 CAD. The receipt indicated that there may be a 7-10 business day delay prior processing. It has now been 10 business days without any action. I have tried to reach the company multiple times without success. Calling the listed phone number does not allow me to reach an agent. I am instead placed on hold and eventually routed to an answering machine. I have tried for several days with the same result. The company has not responded to email or phone messages.
  I am seeking a full refund but have no way of requesting it directly. I hope this complaint generates a response from the company.