ShopGoodwill
reviews and complaints

Won online auction and paid immediately. Item was large and required specialized shipping. After substantial delay was notified item was damaged and would receive refund. Nothing was said about cancellation, thought this was oddly generous but shipping notification was received later in the day. After additional significant delay with no updates to shipping notification made contact with customer service and was told transaction was cancelled. This is not how an auction works. Once the item is paid for and bid amount received it becomes the property of the bidder. For the seller to renege constitutes fraud.

Seller Complaint Contact: ([protected]@esgw.org)

Dear shopgoodwill.com customer,

A ticket has been created on your behalf.

Order ID: [protected]

The following is the message content of this ticket:

Hello, when dissembling your bicycle for shipment several problems arose and we have provided a full refund. The back bearing housing with gears was damaged, as were both rims bent. We have provided a full refund. Thaur support of our auctions.

This email has been sent from an unattended mail box. nk you for yoPlease do not reply to this email. To respond to the ticket or to send a new message to the seller, please login to shopgoodwill.com and select Customer Service tab.

Remember that proceeds from shopgoodwill.com enhance mission-driven services provided by Goodwill Industries.

Thank you for using shopgoodwill.com,

shopgoodwill.com Time: 08/12/2022 07:08:39 AM PT

From: [protected]@esgw.org,

To: [protected]@aol.com,

Subject: RE: Item not able to ship.

Date: Thu, Aug 18, 2022 6:39 am

Attachments:

Good day,

You may contact the Ecommerce manager @ [protected]. The item was not as described, was not stated “AS-IS” therefore the item was fully refunded. The shipping notification will update to show the refund in full status. Thank you.

From: Jerzy Serafin

Sent: Thursday, August 18, 2022 12:23 AM

To: Barry Eisenman

Subject: Re: Item not able to ship.

I bought the item as is. I would appreciate it if you would ship it to me for the agreed upon price and let me decide the difference between used and damaged. I have bought many items from Goodwill over the years that may be considered damaged but were perfectly usable or repairable by me. Again cancelling a transaction after a sale has been competed for an agreed upon price at auction and the payment made is fraud. Issuing a shipping notification that is later abandoned is even more suspect.

What is the physical location of the item and the name of the individual responsible for that location?

-----Original Message-----

From: Barry Eisenman

To: [protected]@aol.com

Sent: Wed, Aug 17, 2022 5:01 am

Subject: Item not able to ship.

Good day,

In reference to the below discussion, you have been refunded in full. When items are found to be damaged they do not ship. While we strive to not have damaged items, please be aware that these are used, donated items. We appreciate that this is upsetting, this is in by no means a fraudulent practice. I am sorry, we do not phone call for documentation purposes.

Thank you.

08/12/2022 07:08:39 AM



-SLC



Hello, when dissembling your bicycle for shipment several problems arose and we have provided a full refund. The back bearing housing with gears was damaged, as were both rims bent. We have provided a full refund. Thank you for your support of our auctions.



View Complete Message

08/12/2022 07:08:45 AM



Customer service



[ticket closed]

.



View Complete Message

08/16/2022 11:04:31 PM



Jerzy Serafin



I had the winning bid on the referenced order and paid immediately. I had two ambiguous e mails about the item being damaged and a refund which was nice but no indication the transaction was cancelled. A further email gave a shipping number. The shipping link still has no shipping information. I ordered the item as is and have already made arrangements for when I gain possession of my item. Cancelling an already purchased and paid for order is not O.K. This is not how business is done. Please contact me directly. my name is Jerzy Serafin. My phone number is [protected]. If you have not responded within 24 hours I will be pursuing this matter through other means as fraud.

There are a few of the shop goodwill.com online stores that do not charge a handling fee at all. But most of them charge an outrageous handling fee. And the shipping charges are absolutely ridiculous! If an item's actual weight is 3 lb for example, why do we have to pay a 10 lb or more shipping price? Please explain that to me.

I was just shopping in one of your stores. The one at Lakeside to be exact. I went in to use the bathroom and two women that are employed there came in and rudely confronted me. I recognized one of the women to be a tenant that I had evicted from a motel that I previously managed. The proceeded to tell me that product was not allowed in the restroom. I told her I understand that and I don't have anything in the restroom with me. I opened my bags and told her she was welcome to check any of my things. I am not a thief and didn't appreciate the way I was treated. The women I recognized is obviously angry with me, but her causing problems and not paying her rent was not my fault and I don't appreciate being publicly shamed for things I did not do. I decided just to leave the store at that moment because with this lady I was not going to win anything. Both women followed me out of the store and again I asked them please check my things I have not taken anything. I'm not sure if the managers name but the other employees name is Loretta she is a tall thin black women. I'm not sure if this is appropriate behavior for Goodwill but I personally don't think it is appropriate behavior for anywhere. I hope Goodwill doesn't encourage there employee to take out there personal problems on unsuspecting customers. I honestly feel like I should never ever go into another goodwill again and was ready to share my story with everyone. However I decided that was not thezx appropriate behavior either. So I decided to reach out to goodwill and let you know about this behavior. Had I actually been stealing I could understand being treated in this manner, but I would never steal from a non- profit thrift store that help other in need. I am above that and have always felt good shopping there and know it was helping others. I would like to continue to shop at goodwill without fear of this ever happening again.

Thank you

Tracy Mares

They do not fully disclose all information. They want you to rely on fuzzy photos that show nothing. I have received several items that were worthless because of broken zippers or tears. Ignore their no return policy and demand your money back! The shipping is also ridiculously high. You could end up paying over $30 for a $10-$15 item. Best to stay away as they are untrustworthy.

I'm riding regarding the astronomical shipping prices that are being charged from some of your locations. This is for instance I was looking at an auction for a ribbon it was 11 lb coming from Virginia and the shipping was 1255. Dad alone is ridiculous considering the weight that was involved. But anyway basically the same type of shipment same size same weight actually this one that I'm speaking of may have been a little bit lighter in weight was coming from New York but listed as 32 and some odd sense for shipping. The company would make so much more money if they would do something about the astronomical shipping prices perhaps get away from Federal Express and set up your own account with one of the UPS or post office has Mercari and eBay does. Honestly would have bought both of those options today had it not been that the two combined was going to set me back almost $50 in shipping prices for some ribbon.

I bought this item from this online goodwill and forgot to pay on time. I asked them for an extension and they refused. So since they refused to let me pay for it I asked them to remove this item from my account several times. They refused to respond. They will not respond and per my request remove this item from my account. I have this item still on my account where it states "past due."

[protected]@shopgoodwill.com

To:

[protected]@yahoo.com

Tue, Jun 7 at 1:30 PM

Dear Elizabeth Woodard:

Your order # [protected] has been shipped from the seller.

Item # [protected] - Clear Glass Pitcher

Seller of this order: Goodwill Industries of North Central PA, Inc.

Seller City: DuBois, PA

You can check the status of your shipment by logging into shopgoodwill.com and checking the shipped orders area from my shopgoodwill.

Please note, it may take up to 1 - 2 days before the shipment appears in the tracking area.

This mailbox is unmonitored. Please use the customer service ticket system for any assistance.

shopgoodwill.com appreciates your patronage -- we look forward to hearing from you.

http://www.shopgoodwill.com

E-Mail: [protected]@shopgoodwill.com

shopgoodwill.com Time: 6/7/2022 10:30:29 AM PT

Shopgoodwill packaging boxes are just too large some of us are shiping direct to the UK so shipping cost is a lot of money. Please work on that as soon as possible!

I was at the Goodwill today 05/31/2022 around 4:12pm. I purchase (2) End Tables for the price of $7.99 minus the senior discount, asked the cashier could I come back to pick them up, she replied... yes, however when I got home and looked at my receipt, I realized she had charged me for (4) End Tables.

So when I went back to the store with my receipt and waited in line to let the cashier (kyndon) he explained it to the young lady on another register ringing up customers, Kyndon said she would help me. I then gets in line again and waited to speak with her, she had the receipt and never spoke with me, as I stood there she finally gave me a receipt and a gift card for the refund. I asked her... I paid with cash, why are you giving me a gift card, her reply was yes that what you get and walked off. I proceed to go to pick up to get the (2) End Tables. She was in the pickup location and never told the young men about the order after we had given our pick up receipt. Her name is SONDRA on the receipt. She was very, very rude. I will not be going to this store 1790 Panola Road again

At the beginning of the week I was looking at a small 2 lb hand saw on their site. It was from MN. They stated the weight was 2 lbs and the size listed was small, ( I can't remember the exact dimensions but it was approx. 12" x 6".). The shipping quote was OVER $40! I posted a screen shot of the quote and a comment / question on their facebook page, asking why were they ripping us off on shipping and provided shipping charges from the east coast as proof. Yep, they deleted it. Nice to know that the shopgoodwill page and their site are admin'd by the same people as the Facebook site. Don't answer legit questions just delete them. A word of caution, Watch the shipping charges closely. Some of the locations jack the shipping after the auction when the price doesn't go high enough. They changed the shipping charge on a BOOK, from $9.75 to $30 AFTER the auction ended. When I asked why and provided before and after proof, they told me to pay or have my account removed.

I have been ripped off several times on shop goodwill‘s shipping and handling fees! Here is an example I purchased a computer external hard drive they charged me almost $20 for shipping and handling for this! Here’s another example they’ll have the weight let’s say of a box fan The fan itself weighs 10 pounds but the total weight of the shipment is 50 pounds so they’re trying to say that the box itself that the fan is going in weighs 40 pounds no way does it weigh this much! And don’t get me started on the handling fees! Some Goodwill‘s Will charge you a dollar while other Goodwill‘s are charging 4 to 8 dollars for the same item! This has got to change!

I should have checked the shipping before I bid, but after I was ready to pay I fell out of my chair. Seriously! I am a seller and I know shipping charges, and is absolutely criminal to charge so much, does anybody want to start a class action lawsuit against goodwill I am in. these [censored] are criminal robbing people they should be taken out of the internet.

Order Summary

Subtotal

$15.99

Tax

$2.42

Shipping

$33.32

Handling

$2.99

Order Total

$54.72

Sold by Goodwill-Easter Seals MN

Why is shipping exclusively done by FedEx? Outrageous costs. USPS way cheaper. If going to use FedEx exclusively where are the shipping discounts, seems we are paying full price as consumers. I enjoy supporting Goodwill but when shipping costs are more than the item purchased seems ridiculous.

Guy R Layne

I am cleaning out a residence and want to donate to Good Will near me. They advise they have no donation cards that I can fill out for tax purposes. How do I obtain some of those cards .

This is just a critique regarding the online Goodwill auction site. The new framework ShopGoodWill.com put up months ago is nice but it keeps bogging down again and again. Sometimes right during a bid war. And also when paying. The older site before this latest update "Idea" was actually more functional than the new site look. And it ran better. They may have had a good idea but like any website auction you have to have the server farm to support the traffic.

1. Click on your favorites? Clocks

2. I have had the site fail on payment and then the order just sits for days while you attempt to get help - Paypal says "Paid" but the order stays open. When Goodwill finally realizes that you paid it can take days and even get near to payment experation.

3. When you have a payment issue it says in the fine print "Contact Seller". I have had sellers who ignore the email and have finally actually said they can't help me with payments. So you are at a zero customer service point when this happens with the seller not taking any initiative to assist because the issue is in California.

4. Prime time is usually near to 8pm/9pm EST. The site can start clocking during this peak time due to overload.

I was suspended from bidding on Piedmont area Shopgoodwill for over a year now. I am a very big supporter of Goodwill and spend thousands a year. I had a problem with two items, one was a moldy jacket that I won, and I believe but not sure it was a radio that didn't power on and missing battery cover (that was not mentioned), for these two legitimate returns I was suspended. Like I sid I am a big supporter, please reinstate my bidding privileges, Whoever is in charge of the emails is not doing their job they way it should be done. I would never do this to anyone, no way to treat a senior.. pls advise and restore my bidding... thank you

I won a bid. But received someone else's that wasn't as nice as what I was buying. Very upset and can't talk to anyone direct to get it straightened out. If I cant get my item they owe me a refund.

Was in to Tomah wi store wrote a check and they said because I have no written a check for 142.00 they could not take it so I had to run to bank and get cash! I have more than enough cash in my account! Held up other customers! I looked like a fool! So embarrassed because of this! And I have more than enough money in there! Your policies suck! Was in today 3/17/2022 around 230

I have done business with shopgoodwill.com for many years. I have never had a auction close early. I do not want to imagine there is in-house fraud. Auction closed on March 12 at 6:20 pm Pacific time. The person that won placed her bid on March 11. I repeatedly tried to bid for this item on March 12. I refreshed my screen. The auction closed four minutes early. Why did the person win this item when she last bid on March 11? I was planning to bid up to $300.00.

I did not have any issues for the other items I bid on shopgoodwill.com that night.

Been arguing with the company for over a week now via email about being banned for multiple accounts, however - they were able to provide me the ones that they showed that got me the strike and A) one of them I DIDN’T make (yeah they over looked that) and B) almost all the others were for 2017.

I had initially asked them to deactivate/delete the current account I had been using because there were a few past due items on it that - even though I messaged the sellers early in the day about getting the issues resolved (it was the “this item has been unsuccessful attempted to be charged too many times” or however it is worded), they came back the next day after it was overdue and said no, it was my fault for not messaging them soon enough and couldn’t help me.

So, no I don’t understand, if you look at their website, the only things that are explicitly stated are “you can only have one account at a time” and when asking how do you delete the accounts, “email -insert support email here-“. No where does it mention, ‘hey, in deleting your account you are forfeiting all right to use our service because we aren’t actually deleting it - rather just disabling it on your end and keeping all the information for our records.’, nor does it really mention what they are tracking to qualify something as a duplicate account (and how fo get it resolved if it is not), how to resolve unpaid items since (hate to say it but that is the only thing people have brought up in getting this fixed and.. the users -for the most part, I don’t want to get into the issue of shill/proxy bidding- are human, we mess up. PLEASE, be a tiny bit flexible and work with us) once the account is disabled, how can you do that?

As poor of a system as this was *ESPECIALLY after the site updated*, I throughly enjoyed it. Since the pandemic hit, I was already kind of limited mobility and now it’s hit and miss.. this was something that allowed me to have that old thrill of thrifting or treasure hunting. Despite having to deal with all of the fees and issues and outages, it was nice.