ComplaintsforGoodwill Industries of Southern California, Inc.
Thrift Shop
Multi Location Business
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Complaint Details
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Initial Complaint
09/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Goodwill has been selling products, then locking or deleting the accounts once orders are shipped. The main Goodwill online account has the username fragilethings4u. This is my personal account. My son also has an account ***********. Once I opened my own company, I opened another business specific account with the website (fragilething) . On 9/5/24, I received an incorrect product in an order and went to return the item. I found that my account was deactivated and told to contact customer service with an email. I sent the following email to customer service on 9/5/******* Evening, I am trying to log into my account but it has been deactivated. This is the second or third time that *** had to recreate an account due to inactivation by no fault of my own (no overdue auctions, no late payments). In fact, *** already paid for my first auction through the account. The username is FragileThing, The account is linked to a business account, whereas both my son and my husband also have accounts, although I believe my son recently had his suspended due to past due payments. Is there anything I need to do to reactivate my account?I have still not received a response, After attempting to sign in today, I found that all 3 accounts have been deactivated without warning, even though there are still orders open, processing, or shipping. I am now unable to access tracking or info on ANY of the 12 orders still processing, with amounts totaling over $500. The payments have processed on my card. Are they allowed to hide open orders from customers? I am also unable to initiate a return for the wrong item sent. After reading web forums, I found that many members are complaining that once accounts are deactivated, emails associated with those accounts are blocked in the system, meaning that support emails go absolutely nowhere! Can they take my money then hide my products from me like that? I have attached images of open orders and the message given when trying to access the orders.Business response
10/18/2024
This customer's accounts were closed due to non-payment. The accounts that did have purchases on them (Wgrimes16 and FragileThing) remain enabled for sign in and tracking purposes, and it looks like everything they did purchase on those accounts has been shipped and delivered. The customer has received everything they ordered since they filed the complaint.
ShopGoodwill.com Customer Support
support@shopgoodwill.com
Initial Complaint
07/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
****** SINCE 1900 TOY TRAINS NORTH POLE CENTRAL LINES 37 PIECE SET WITH BOXPay49336711202924358 i want too pay this auction, i am on my 5th time,,, my payments are not going thru even with paypal, it just sat in my bank account for 2 days ,, i think with all this ****** you should give me a dicountInitial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am submitting this in hopes that it might lead to an apology, my account reinstated, and hopefully some type of growth regarding how Shopgoodwill.com treats its customers. Back in October my family had just learned of the platform and suggested I get on it myself. Only an about a week after joining, I couldnt access my account. Initially I thought my device was glitching and showing my password as incorrect when it wasnt, but the problem continued on every other device I used as well. I tried to reset my password but never received any details. Because of this, I contacted the Shopgoodwill.com customer care. Upon talking to my family, two said that got banned for not completing payment on auctions theyd won just the same day. My other family member that had just signed up was having the same issue as me so we concluded that we were also banned, which is completely unacceptable. None of my won auctions had overdue payments, so it was clearly just because my two family members got their accounts banned. I had just won auctions and now had no way of paying for any of my items. I also have paid for items that I scheduled pick up for and now have no way of seeing the pick up details for and I still have not received any refunds for those items. I sent Shopgoodwills customer support an email about it and they essentially responded by saying they wouldn't let me back in, with no further details or information, they would not even tell me the reason my account was banned. Upon mentioning my paid for items that I need to pick up, they said they didnt know what I was talking about. After this email, their support team flat out stated that they wouldnt be replying to me anymore. How unprofessional and disrespectful! Since their email team has been less than helpful, I've left two voicemails for them via phone. I have yet to get an answer or a response. I will say Im unsure how much I paid them since I cant see my account details or transaction details.Business response
01/23/2024
Hello!
Thank you for your message, unfortunately it has been sent to the wrong Goodwill, we are Goodwill of Southern California and based on the attachments it appears the customer need ********************** of Orange County maybe.
Regards,
********************************
Legal Assistant
Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On nov7 2023 I purchased a wooden cabinet from goodwill on ************* in ****************. I asked if they would hold my purchase until the next day. The cashier said yes and gave me a large sold sign and asked me to write my name and phone # on the back of it. I did this and gave the cashier the sign back and we both walked back to where the cabinet was and she taped the sold sign in view on top of my cabinet. The next day I paid someone I know to take me to pick it up and it wasn't there. No one seemed to know anything about it. The cashier from the evening before wasn't working that day but I have/had the receipt for it and showed it to the manager .she was rude and acted like I was doing something wrong. She offered to refund my money eventually but I want my cabinet not a refund. I also would like to know what happened to it. Did they resale it? Did it somehow get stolen? Whatever happened I believe goodwill was supposed to keep it safe untill I picked it up the next day as arraigned weren't they? Should I contact a lawyer and take them to court. The way the manager acted I don't want to see her again. I do want my paid for cabinet and for them to correct their way of protecting purchases on hold so this doesn't happen to someone else. I feel this is a serious wrong that they should be accountable for. I'm a old woman who never complains usually. This time I'm going to do whatever it takes to get my property as promised. Am I making too big a deal about this?Business response
12/18/2023
Good Morning Nat,
My name is *********************, and I am with Goodwill Southern California. I am reaching out to discuss Complaint #********. Goodwill Southern California has reached out to customer, *****************************, but has not heard back yet. We are willing to help resolve this issue as best as we can. I have reached out to multiple sources and unfortunately, the item that this customer is looking to retrieve, appears to have been taken by another ***************************************************************************** will issue a complete refund if the customer is willing to accept. Again, I do apologize about the whole incident. Please advise on how to proceed. Thank you, ***. Have a great day!
Best Regards,Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I shop at this Goodwill a lot. I have bought clocks that don't work costing $10.00 to $15.00. I recently bought a tent. That cost $26.00. I was putting the tent up and it was missing the whole bottom poles of the tent. I went to tell the manager and he walked away throwing his hands up I asked why you are walking away, and he said what do you want me to do. Also, my daughter bought a record player for kids she went home to turn it on it didn't work. They offer no refund the manager is rude. He does not care. Why are the hiring people like that.? I also get items and when i take the tag off it recks the item i purchased. Goodwill needs to check their items before putting them on the shelves. And The manager or one in charge should not be rude. I have lost a lot of money there. Also, you should be able to get a refund of money.Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
3/17/2023Order number GW00104315 - The item shipped was NOT the item I ordered and paid for. Would like GoodWill of Southern California to send correct item: *************************** Lit Lake Landscape- Framed, Signed Serigraph The price is $35.99 , old price was $39.99 Discount: (10% OFF)Qty: 1 Subtotal:$35.99 I have sent multiple requests to resolve this issue with absolutely no response whatsoever.Business response
05/02/2023
On the 20th of April, the customer was refunded for the item they did not receive.Customer response
05/03/2023
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
03/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 2/14/23, I purchased a secondhand ******** DS hand held video game console via the website Goodwillfinds.com. The purchase price was $289.99 + ***** (shipping and handling) + $15.09 (sales tax) for a total of $316.87. Per the website, this item was curated by Goodwill of Southern California. The website FAQs state that items will generally be processed for shipping within 2-4 business days, and carrier tracking information will be provided via email, as well as on your order status, which can be accessed in your Account Dashboard. No tracking was provided, either via email nor on the account dashboard. I emailed the website customer service and they responded at ******* on 3/1 stating that my order was being tracked down in the LA distribution center and hadn't been shipped yet. At 2:02 I received notification that my order had been shipped. Both of those came from goodwillfinds.com. However, at 2:31, Goodwill of Southern CA notified me that my "order had been canceled due to my items not being found in (our) vast inventory". When I sent them proof that the website still showed it as a "new" order and that I'd received shipping notification, they simply responded with, "your item has been canceled" I will be disputing the charge with my credit card company, hopefully I recover the funds. I am not seeing a refund posted at this time.Initial Complaint
11/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
10/18/22 ordered a Telescope, Order ************ After waiting a month for item with numerous E Mails they Finally sent me a SEWING MACHINE ? Numerous Emails again no one has every responded to me before or after SEWING MACHINE. I've also tried calling them at multiple phone numbers to no avail. This is the new Online Site ****************** Please help me Thank you ******************Initial Complaint
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
10/7/2022 23.21 amount I purchased Jordan Lane Black/Red Shoes Boys Size 6.5Y Product ID:**************** The nature of the dispute is I purchased this product they charged my debit card. When I went to my order historty the purchase was not there and it was still listed on************** website as for sale. The location of the Goodwill store that was selling the item online is Goodwill of Southern California ecommerce. I have sent emails to Goodwillfinds and Goodwill of Southern California ecommerce and received the run around about this issue. My money was just taken. No the business has not resolved the issue. I was not provided an order number because the item was not listed in my order number, I do have proof on my bank statement.
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Contact Information
Customer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.