Claudia A.
1 star. NEVER AGAIN
1 star. Extremely disappointed with my experience. My package was marked as “delivered” on May 18th, but it was never actually delivered to my mailbox. I reached out to GooGoo multiple times starting on May 22nd and kept receiving nothing but automated responses repeating that my order showed as delivered. During this entire process, I was actively trying to resolve the issue myself — I drove to USPS, opened a claim, and went back and forth between USPS and GooGoo for days. Not once did anyone from GooGoo mention that my order included a protection plan or that there was a limited timeframe to file a claim. When I finally got ahold of an actual person, I was told the protection plan had expired… just TWO days earlier. So despite contacting them within the timeframe and making every effort to resolve the issue, no one properly guided me or informed me about the claim process before it was too late. The lack of communication and customer support was honestly unacceptable. Customers should not have to figure everything out themselves while support sends automated replies and withholds important information that directly affects whether you can recover your money.
Response from GOO GOO HairMay 28, 2026
Dear Claudia, Thank you so much for sharing your feedback, and we are truly sorry for the frustrating experience you’ve had. First, we always ship orders to the exact address provided at checkout, and packages marked as “delivered” by the carrier have been scanned as delivered to that location. If you haven’t received it, we encourage checking with neighbors, or your local USPS office, as packages are sometimes left in secure alternate locations. If you haven't received it, it may have been stolen. It's recommended that you report it to the police. Regarding our response process: We aim to reply to all inquiries within 24 hours, and automated responses are only used to acknowledge your message immediately, to ensure you never feel like you’re waiting in the dark. To connect with a live agent, you simply click “Talk to Agent” in our support system, and we’re sorry if that step wasn’t clear to you earlier. We also want to address the protection plan and claim process: It is our standard practice to inform customers about their included protection plan and the claim process when they report a missing package and cases like yours are actually quite rare. We’d be happy to help you request an extension for your Seel protection plan claim, so you can still submit it and get the support you need. Looking into your details, we haven’t been able to locate your order information in our system yet. To ensure we can assist you as quickly as possible, please reach out to us directly through our official customer service channels: the store you purchased from, the “Contact Us” page on our website, or via email at [email protected]. When you contact us, please include your order number and details, so our team can immediately prioritize your request, investigate, and provide you with a clear update. We genuinely value your support, and we’re committed to making this right for you. We hope to hear from you soon so we can resolve this together.