I have worked with Goodwin for almost 5 years and never got one of those sent back.
Another famous Mystery Shopping Company is BIG on video from the client and comparing what you said, to what actually happened, making sure it matches 100%. They have numerous guidelines of colored photo surveillance, where they show a shopper missed the name tag, the sample sign and etc. (saying the associate did not have a name tag on ----when clearly you can see in the video that she did) That irks me because that seems like pure laziness on the shopper (or extremely bad eyesight) as we are paid to capture that nametag? Why? Because we are reporting what an associate did and they want to make sure credit/or punishment goes the right associate.
Recently another mystery shopping company report had another guideline stating shoppers were sending pictures of trash cans they found off the internet and NOT ones they took inside the restaurant.
This is serious business. If "ABC BBQ" (made up name) can't trust the shoppers, they are going to can Goodwin for not having accurate shoppers.
Think long and hard about that. Goodwin's reputation is on the line. Not sure what happened in OP's report but it did not jive with what happened.
To give credit, when a store gets a bad report, they can and DO challenge your report.
OP was your report a bad one?