Complaints

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• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair 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 use Goodwill shop in many of their locations and theres something a mess in the Indiana location. Ill use one example there was an Omni bot robot that would normally sell for about $250-$400. this robot was marked as pick up only I sent three emails regarding if it was Miss Marked and I also called no response at all. I suspect that someone marked it as pick up only because they wanted it and they work there. Its not so much this one item. Its the fact that these donations are given to them and they should play by the rules if they list something. I purchased a lot of guitars and even larger items and many times theyve been Miss Marked his pick up only and after my inquiry, they change it so it can be ********** hoping you can look into this matter because theyre not playing by the rules

  Business Response

  Date: 05/02/2025

  5/2/25

   

  To Whom it May Concern:

   

  Below you will find the entire ticket correspondance string with this customer.  This customer has not paid for this item, he has only won the bid.  We have an SOP in place, for our team, that states what is shippable and what's not.  It is determined by the size, weight, and fragility of the item.  It's important than we ensure an item can arrive to a customer complete, and unbroken.  These are one of a kind items and we cannot replace, we can only refund.  If we feel that we do not have the capacity to guarantee an item can be shipped safely it will be marked on the listing, as this listing stated, as pick-up only.  We always offer 3rd party shipping recommendations so that a customer can make a decision for themselves.  The robot is still in our facility waiting for the customer to decide if he wants to pay for the item and then either pick-up or use a 3rd party shipper.  These processes and rules are standard at our location.  Every Goodwill operates within their own guidelines and can vary location to location.  

  The winning bid on this item, the Mr. ***** won, was $57.00, to which he has not paid.  

  Note:  I have other attachments, but cannot add anymore due to your file size restriction. 

  
  ****** *****
  May 1, 2025, 6:21?PM (12 hours ago)
  
  
  to me, *******
  
  
  
  
  
  
  
  
  **** ***** reached out to us in regards to item ID ********* on 4/21/2025. The auction was set to end on 4/23/25 and **** was provided the requested information in a timely manner. The item in question is listed as being pick up only and this information is in bold under the item description so that the customer is able to consider this before choosing to bid. We have the item's dimensions listed as being 15.00 X ***** X 24.00.
  
  
  **** had asked us to confirm if the item was pick up only and then proceeded to request third party shipping information. **** stopped responding to us on 4/23/25. It should be noted that **** did not win nor did he pay for this auction but he was provided with the opportunity to utilize a third party service or to have any bids retracted.
  
  
  Below is the complete correspondence on Shopgoodwill:
  
  
  Ticket ID: ******* Subject: im surprised this is **** to pick up only
  
  
  04/21/2025 03:53:31 AM **** *****
  please confirm that this item cannot be yet. I have purchased lots of items in there. Sometimes they have been marked when I have contacted Goodwill. perhaps this item was Miss **** to pick up on me. Thanks in advance. Love GoodwillShop!
  
  
  04/22/2025 05:44:37 AM Click Customer Service
  We would love to accommodate your request.  However, this item has been listed for pickup-only due to one of several potential factors such as weight, dimensions, likelihood of breakage, etc.  Ultimately, we do not have the capacity in our warehouse to ensure your particular item's safety during shipment.  However, you are always welcome to use a 3rd party shipper if that's an option you'd like to consider.  You may choose any provider you prefer, or we are happy to provide a resource for that service if needed. We greatly appreciate your continued support of the Goodwill Mission.
  
  
  04/22/2025 01:48:20 PM **** *****
  please let me know if this was Miss Marked. If not, could you please tell me why its marked this pick up only purchased many things on Goodwill shop much larger than this. Thanks in advance love your site. I must buy 20 things. A month is my favorite place to shop
  
  
  04/22/2025 01:50:55 PM **** *****
  if this robot is not Miss Marked and it truly is pick up only. Could you please tell me if theres a third-party shipper could use perhaps you dont have any recommendation, but I thought Id ask because other Goodwill shops around the country do have such information. Thanks in advance. **** K. *****
  
  
  04/23/2025 05:17:32 AM Click Customer Service
  
  Hello ****,
  
  Unfortunately this item is too large for us to safely ship. If you wish, you can have an outside source ship your order. We have a couple of resources below that are familiar with our set up. However, we in no way endorse or take responsibility for any particular provider and you can use any third party shipper of your choosing. You will need to verify that they will package the item for you and that they will insure your shipment as well. Please contact them as soon as possible so that the 14-day deadline is met. If you choose a 3rd party shipping option it is your responsibility to notify the shipper, and notify us of the "pick up" so that we can adjust any shipping cost if need be, however, handling fees still apply.
  
  
  Navis Pack & Ship: **************************************************
  PakMail: *****************************************************************************;   ************
  Ship It Now:  **********************       ************
  
  Please note that if you use a 3rd party shipper, the shipment is no longer covered by our blanket insurance. Please review this with any third party shipper who might ship your order for you. We do not accept prepaid shipping labels. We will not pack Pick Up Only auctions for a 3rd ************* to pick up.
  
  
  If you need any more assistance please feel free to respond to this ticket.  Thank you for your continued support of the Goodwill mission.
  
  
  04/23/2025 03:51:02 PM **** *****
  I sent three messages. Im filing a complaint with a Better Business Bureau. Youre not playing by the rules.
  
  
  04/24/2025 05:33:45 AM Click Customer Service
  Hello ****, 
  
  
  Thank you for your reply. On 4/22/25 we wrote to you explaining why the item was pick up only. We then provided you with some third party shipping services you could use if you wanted the item to be shipped. If you do not wish to utilize a third party service we can cancel this item for you but it is not something we can ship because we do not have the packing materials required. 
  
  
  04/25/2025 06:19:44 AM Click Customer Service
  We are following up because we have not yet heard back from you on how you would like to proceed. Your satisfaction is important to us.
  
  
  04/25/2025 10:11:38 AM Click Customer Service
  Hello ****, please let us know if you wish to cancel or utilize one of the third party services we have provided. Thank you!
  
  04/29/2025 09:46:02 AM Click Customer Service
  We are following up because we have not yet heard back from you on how you would like to proceed. Your satisfaction is important to us.