Sarah L.
They sent the wrong item
They sent the wrong item. I notified them as soon as I realized the mistake and explained that the item is heavy and had already been removed from the box before we noticed it was the wrong model. I asked for the correct item to be sent as soon as possible, but was told it was no longer available. Instead, they asked me to handle the return myself by purchasing a box and printing a return label, which was very inconvenient given that this was their error. Overall, the experience was not customer-centered. After a lengthy back-and-forth, the only accommodation they offered was a QR code so I wouldn’t have to print the label. This was my first time ordering from them, and the process took far too long and was handled inefficiently.
Response from GoodBuy GearJan 14, 2026
Hi Sarah, Thank you for taking the time to share your experience. We’re truly sorry for the frustration this situation caused, especially as this was your first order with us. To provide clarity, once we were notified that the incorrect model was received, we confirmed that the originally ordered item was unfortunately no longer available. At that point, we worked with you to outline the standard return options available through our online marketplace. Like most online retailers, a return of the item is required in order to issue a full refund, and returns do require a carrier drop-off. To help minimize the inconvenience, we provided a prepaid return label per pur standard policy and later adjusted it to a QR code so a printer would not be required. We also offered an alternative option of a partial refund should returning the item not be feasible. We understand that returning a large item can be inconvenient, and while we’re unable to arrange carrier pickups, we did our best to support you within our policies and provide clear next steps toward resolution. We appreciate your feedback and will continue using it to improve our processes and communication moving forward. GoodBuy Gear Team