Goop - Reviews and experiences

customer service seemed thinner, returns took longer, and the tone of some emails felt cold. Still, $1,200 worth of stuff felt like a safe bet — or so I thought. So yeah, I had doubts before hitting checkout, and they weren’t totally unfounded. What surprised me, in the worst way, was how quickly those doubts turned into a mess I had to clean up from afar. The order went through via PayPal, site said “purchase complete,” and I waited. Weeks passed. No delivery, no proactive follow-up. When I checked, their records had the order shipped to an address they must have pulled from a seven-year-old profile — not even in the same city as me. That’s baffling because PayPal and my bank confirmed my up-to-date billing and shipping info on file for the payment method I used. So I reached out to them and got the usual canned response: no phone support (the number redirects to email), send an email, we’ll get back in 24 hours. That “we’ll be in touch” line turned out to be meaningless. The one actual reply I finally received basically shrugged — billed and shipped to the old address, so it’s on me to file a claim with USPS. That’s a weird response when the company itself made the error, and when USPS doesn’t deal with buyers, only shippers. I’ve dealt with a few boutique brands and some big retailers over the years; usually they own up to their mistakes or at least help open a claim. This one avoided responsibility. I ended up opening a dispute via PayPal and the card issuer, who both indicated the evidence should be in my favour, but that doesn’t erase the stress of waiting for a refund while I’m out $1,200. I get that businesses have processes, that disputes take time — that was part of my worry before buying — but what I didn’t expect was the brusque attitude once they finally answered: a tone that implied somehow I should be grateful they even sold to me. That was the tipping point. On the slightly brighter side, the items I actually received in the past from them were, for the most part, what I expected — nice packaging, good quality on a few core pieces — so there’s still surprise that their product side can be decent. It’s that contrast that really stings: nice products, shabby aftercare. One oddly positive detail — and I only mention it because it felt out of place — was that the packaging (on older orders) had been thoughtful, like someone put real care into presentation. That made this whole shrug-and-ignore customer service behaviour even more disappointing. In the end I feel betrayed more than angry; I’m practical, so I’ll probably get my money back through the bank, but the time and hassle? Not worth it. If you’re thinking of ordering big and you care about solid customer support, maybe look elsewhere or at least back up your purchase with a credit card route you’re comfortable disputing. I still had better experiences with smaller indie brands who actually pick up the phone or respond helpfully to a human being. So yeah — I broke up with them, and it hurt because I used to recommend them. Now I’d warn people: buyer beware, especially if you depend on timely, responsible service. They’ve become distant and, honestly, a bit arrogant in how they handle mistakes. Mildly pissed off but hoping the dispute wraps up soon.

I just got something from that store recently and I was pretty bummed out about all the extra packaging it came with. The thing I ordered was teeny tiny, only 4 inches square, but it showed up in this huge shipping box that was 18 by 12 by 6 inches. Like, what a waste! The box also had a bunch of extra stuff in it, like paper, black netting, and other junk that just ended up in the trash.