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          Business Profile

          Thrift Shop

          Goodwill

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Thrift Shop.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            12/23/2022

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            I want an auction a day or two ago. And when I went to go pay it I wasn't able to log into my account. When I emailed the shop goodwill.com. They responded with telling me that my account has been closed because I had previous accounts and I've never had an account with them before. Well I go to look up the items that I won. the buy it now is double than what I won the item at. And it is back up for auction! And I believe they closed my account just because they didn't get as much as they want it out of the item. It's fraud and not fair at all.

            Business response

            01/10/2023

            Hello,

            When I looked at this person's account they did not have any open items from our location (********* **). Her account looks to have been disabled through the admin services of shopgoodwill.com, which is run by Orange County Goodwill. We do not have the ability to disable a customers account. When an account is disabled or an item is not payed for within the 10 day time frame, we automatically relist the items. These items will often resell for a different amount than the original amount. This customer needs to reach out to ***************************************

          • Initial Complaint

            08/29/2022

            Complaint Type:
            Product Issues
            Status:
            BBB unable to locate business
            I would like to complain about the shipping/Handling practices with Goodwill Ind. I Bid on several small porcelain/ceramic figurines and won the bids. It was 5 separate bids/items. Goodwill has on their page that you can combine your items as long as it does not go over 20 pounds weigh limit. It does NOT state what items you are able to combine. It does not state that jewelry can't be combined with footwear or with clothes or ceramics. Or that clothes can't be combined with books or footwear or even eyewear. The message on the website is that you can combine all items to pay for shipping once. However I reached out to Goodwill multiple times asking for assistance in combining my items and all I was receiving an email back stating: Shipping costs are calculated using dimensional weight. We use a standard dimensional weight calculator used by shipping services and have a discount that we do try to pass ** to the customer. Dimensional weight is calculated by the carrier based on the amount of cubic space an item requires for transport, and may be higher than the actual weight. Unfortunately, we are currently unable to combine items that are not combinable on the website. Thank you again for your patience and understanding. If there is anything further we can assist with, please let us know. This is Not what I'm reading as I am trying to pay. I feel that their website/personnel are deceitful & misleading. Instead they make every attempt to charge me a per item shipping cost.

          • Initial Complaint

            08/26/2022

            Complaint Type:
            Product Issues
            Status:
            Unresolved
            I would like to complain about the shipping and Handing practices when purchasing online with the above mentioned business. I Bid on several small porcelain/ceramic figurines and won the bids. It was 5 separate bids/items. Goodwill has on their page that you can combine your items as long as it does not go over 20 pounds in total weight. It does not state what items you are able to combine. It doe not state that jewelry can't be combined with footwear or with clothes or ceramics. Or that clothes can not be combined with books or footwear or even eyewear. The message we get as you attempt to Pay: is that you can combine all items to pay for shipping once. However I reached out to Goodwill multiple times asking for assistance in combining my items and all I was receiving an email back stating: Thank you for your inquiry. We have been having issues with the shipping dimensional weight calculations on some of our listings and have been working to correct these errors. We have adjusted the dimensional weight for some of your items to reflect a more accurate shipping cost. We apologize for any inconvenience and appreciate your patience and understanding. Shipping costs are calculated using dimensional weight. We use a standard dimensional weight calculator used by shipping services and have a discount that we do try to pass ** to the customer. Dimensional weight is calculated by the carrier based on the amount of cubic space an item requires for transport, and may be higher than the actual weight. Unfortunately, we are currently unable to combine items that are not combinable on the website. Thank you again for your patience and understanding.... What I don't understand is how can they write this to me when I have purchased way over 100 items and have had them shipped via different carriers. Here is what I was buying and there was no assistance in getting all items shipped together The total weight for my items was less than 12Lbs. I reached out multiple time

            Business response

            10/25/2022

            Business Response /* (1000, 5, 2022/09/06) */ Hello, We attempted to explain that our site provides guidelines for combining shipping. We have to make a decision on certain items to allow for the item to be shipped safely to our customers, if the items are multiple and very fragile we exercise our best judgement for these items to be shipped together. We also provide a shipping policy that is the following: SHIPPING: 1. Items generally ship within 5 business days (not including weekends/holidays) after payment clears. 2. We default ship FedEx & follow their packaging guidelines. Due to the odd dimensions of certain items, FedEx may charge more for shipping oversize items & calculate that into shipping weight as a "dimensional weight." Any special requests for alternate packaging arrangements may incur an additional handling fee charge to be paid before shipment. For more information on Dimensional Weight please visit:(http://www.fedex.com/in/tools/dimweight.html) 3. Items will be shipped as specified within the order and will not be able to be modified or combined. 4. Items may be combined for shipping when the following criteria are present: The items are from the same selling Goodwill. The items close within the same week. You have not already paid for any of the items. The combined dimensional shipping weight does not exceed 20 "dimensional" pounds. Items are not already in a fixed price flat rate shipping box. If your auction items meet the above criteria, the site will prompt automatically to combine *Please note that Buy It Now Non-Auction listings cannot be combined with any other items for payment or shipping. 7. Calculate the dimensional weight of your shipment with the FedEx - Dimensional weight calculator: ********************************************* The transport costs for your shipments are calculated on the basis of the total. Thank you for your support of our mission! We attempted to clarify that the combined weight is dimensional weight not total actual weight. Customer requested to cancel the orders made on their behalf due to not being able to be combined in the manner that was requested. Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because there website clearly states that items can be combined as long as it does not go over 20 pounds. The staff at the e-commerce store make up their own rules. I sent them several request to please ship my items together so that I can save on shipping. And they would respond that they could not combine my order. I lost a lot of Bids that I could of made money on. Instead this facility blocked me from future purchases. I believe that I have been over charged on shipping charges many times from this location as well as other locations. It is our purchases that allow for goodwill to help out communities with training and development, but with this kind of customer service I'm surprised no one has filed a lawsuit against there false and misleading advertising they post on there website. I want all of my items that they would not ship together. I also want to be charged for the shipping on one item not based on how many items they pack in the box. They received all the photos and emails from me so I will not be uploading any pictures. Please have store ship my items

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          BBB Rating & Accreditation

          A-

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          Contact Information

          6413 English Muffin Way

          Frederick, MD 21703

          Get Directions
          (301) 228-9518

          Customer Complaints Summary

          3 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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