gojiberry.us

This has been such a sad, disappointing experience... I don't even know where to begin. I purchase

This has been such a sad, disappointing experience... I don't even know where to begin.

I purchased two carriers from this company. When they arrived, I promptly returned them both.

I paid for them each via payment plans. I paid ~$37.25 for one order, and ~$27.25 for another, totaling ~$64.50. Of that $64.50, I received ~$21 back.

I perused their website and made sure I understood their return policies, making careful note that I would be responsible for return shipping and that taxes were non-refundable, however, it's clearly stated on their website that shipping is free for orders over $55; both of my orders were well over that. The shipping costs to return the items were only $9.58 and $6.66 for each returned item. I also made note that there were no restocking fees listed, however, it does say that credit card fees (I paid with a debit), are non-refundable. When I reached out to their customer care team seeking a little clarity about my particular situation, the representative assisting me, Kate, showed me what they had in their "system," so I could see what exactly was taken out of what I'd paid, however, it just showed the amount that the company took out to cover the two return shipping fees for each order. In our exchanges, Kate repeatedly stated that "our return and shipping policies are available on our website for you to review at any time," and that "there are transaction fees, shipping costs, and we’ve clearly stated in our policy that these fees are non-refundable." Which I understand, but aside from the return shipping fees, what I don't understand is where the rest of my money ended up if, according to the policies laid out on their own website, the only fees that applied to me were due to those two RETURN shipping costs.

My receipts said 0.00 for taxes, and 0.00 for shipping, so I was unable to accurately cross-check the amounts and see just how much they kept for these things, or just have the receipt in my possession since I had nothing - nothing for my own record, and nothing to bring to Affirm, the company who handles payment plans that Goji uses. When I did the math on my own, if shipping was free for both orders, and if sales tax where I live is 5.5%, then that means I paid $5.95 in taxes for my $119 purchase, and $6.95 in taxes for my $139 purchase, with $0 for shipping on both orders. Adding these numbers up, with the return shipping costs, the total is $29.14. Given that I paid ~$64.50 for both orders, and if that $29.14 is non-refundable, I should have received ~$35.36 back, when I received ~$21.

I reached out to Kate again, then heard nothing for two days, and on the third day, I asked again for a receipt for my own records, and told her that her lack of response after being incredibly responsive to that point coupled with her inability to produce the receipts I was requesting was disappointing and shady.

When she responded, not only did she tell me that they were very busy and couldn't get me the receipts I requested (we're on day 4 now), she called me inconsiderate for referring to their business practices as shady.

I'm no expert, but I do know a few things - and being unable to remove your personal feelings to respond tactfully and professionally as a CUSTOMER CARE representative, negatively reflects the brand as a whole. Additionally, it comes off as gaslighting - as if the customer is the "bad guy" for inquiring about a huge discrepancy in terms of money that appears to be missing or unaccounted for with no explanation.

I still haven't gotten my receipts from her, and that's how I left things - fully aware that I will not be getting receipts or missing money for the items I returned. I feel compelled to share my experience, because as an avid baby-wearer, who owns carriers from nearly every major company on the market (Solly, Hope&Plum, Wildbird, etc.), and who's paid for many of these carriers via payment plans and had to return a few here and there, I've never had this much money kept. This is such a bizarre case, and that's why I'm sharing about it - because it sticks out among the rest.

I've written and re-written this review 10-11 times. It's never fun to post something like this, however, I feel it's necessary.

If anyone needs them, I am more than happy to attach the entire exchange here. I'm not saying steer clear of this company - as I read through the reviews on TP, I echo a lot of what other purchasers have said - their carriers are beautiful, sturdy, and well-made. It's great that the company has focused on their product and that they take great pride in its original, innovative design. However, I'm assuming none of these customers have had to make a return, an exchange, or deal with customer service, as those areas are extremely disappointing at best and lacking in almost every way.

Date of experience: Mar 06, 2026