Complaint Review: Shopgoodwill.com - Internet

I work for a regional Goodwill entity based in Tennessee. We have an e-Business Department that sells some of our "best" donations on various websites including Amazon, eBay, and shopgoodwill.com.

I have received numerous e-mails from customers thanking me for the honest way that we conduct business. Several customers have expressed that they have had negative experiences with other locations selling on the shopgoodwill.com website. What customers need to understand is that there are different sellers from Goodwill locations across the country. Each location has its own policies, procedures, return guidelines, and so on. Different locations also use different shipping vendors. Mine uses USPS and FedEx exclusively after canceling our relationship with UPS due to their costs being much higher than other vendors. Customers need to remember that Goodwill sellers cannot control the amount charged by the shipping vendor. I have heard (from customers of mine) that some locations do overcharge for shipping, seemingly intentionally. I cannot confirm or deny that this takes place, but I can say for 100% positive that my location does not engage in any shipping price gouging. Also, please remember that oversized packages are charged (by the vendor) for the dimensional weight. Generally this is calculated by multiplying length x width x girth of package and dividing by a number between 105-115 depending on the vendor. Thus a light weight painting in large box may have a dimensional weight 60lbs or more.

In regards to handling fees, I have this insight to offer... Large packages such as paintings are shipped in oversized boxes which generally cost $5-8 each (yes that's right-- for the box!). In items like china sets, dishes, etc... each item is individually wrapped in bubble wrap (by a human being paid more than minimum wage) and then surrounded by packaging peanuts. More sensitive packages use additional money in packaging materials and labor costs. It is true that the items we sell are donated, but the customer must also remember that we have to cover our overhead (space, electricity, packing materials, labels, labor, etc). It is not uncommon to sell a large painting for $5, and ship it in an $8 box. Usually large paintings or china sets (regardless of how beautiful) sell for next to nothing because the dimensional shipping weight (which we cannot control) is very high which prevents the buyer from bidding the item up to its value. In these cases, we actually lose money on the item. There are other times when a small item such as jewelry may sell for $300 and carry a $15 (5%) handling fee. The cost of the box and the labor are more than covered by the handling fee in these cases, and the excess is used to cover losses in other cases (such as the large items).

The final (and certainly most important) thing I would like to add is this: Regardless of what part of the country it is operating from, every Goodwill location is raising money for valuable programs that improve people's lives and communities. My locations provides free service dogs for persons with disabilities and also US Veterans with PTSD. We also employ hundreds of individuals with intellectual disabilities at our 15 regional Goodwill store locations. We also provide durable medical equipment (wheelchairs, power scooters, shower chairs, crutches, etc) completely free of charge to anyone in the community who has a need. These are just a few of our programs... You have to remember when you are shopping on the shopgoodwill.com website that you are making a contribution to a non-profit organization, and that we are selling USED DONATED ITEMS! They are not new or perfect. Often they are being listed and described by persons with very little education. Goodwill is a charity doing great things in communities nationwide.

My advice is that you read the listings in their entirety, including the policies/procedures listed in fine print at the bottom. E-mail the seller location before bidding, and if you cannot get an email through, then CALL them on the phone. If you continue to have problems, call the corporate office of that Goodwill seller location. Our office bends over backwards to make sure that every customer has a positive experience. If you take these things into account, you will have a positive experience and get lots of great bargain on the website.

Thanks for reading!

I just tried to place a bid for an item and I was successful. So I assume that Goodwill wants to continue to take my money, I just can't send an e-mail to ask questions about an item or to complain. That seems unfair to me. So I guess I just won't complain anymore. Oh! And by the way, Goodwill will not get one more cent of my money either on the web site or at any of the local stores, especially here in Vincennes, IN.