ComplaintsforSwap.com
Additional Complaint Information
• Consumers allege not having access to the store credit in their accounts.
Addressing the lack of access to store credit:
a. Conduct an internal investigation to verify the consumers' claims and identify any potential issues with the store credit system.
b. Rectify any technical glitches or errors in the system that might be preventing consumers from accessing their store credits.
c. Communicate with affected consumers individually, apologizing for the inconvenience and providing assistance in accessing their store credits.
d. Implement a more user-friendly and reliable store credit system to prevent similar issues in the future.
Consumers allege not being able to reach customer service.
Improving customer service accessibility:
a. Assess the current customer service operations and identify any bottlenecks or shortcomings that may be preventing consumers from reaching customer service representatives.
b. Increase the number of customer service representatives available to handle incoming queries and complaints.
c. Improve communication channels by having more agents on email support to ensure prompt and efficient responses to consumer inquiries.
d. Enhance the self-service options, such as a comprehensive FAQ section or an online knowledge base, to address common concerns and reduce the need for direct customer service interactions.
Consumers allege that not all of the clothing sent to the business for processing is being accounted for and claims the business has mishandled and lost some of the consumers’ clothing.
Resolving concerns regarding mishandled and lost clothing items:
a. Establish a dedicated team to handle inventory management.
b. Implement robust tracking systems to monitor the flow of clothing items from receipt to processing and return.
c. Create a streamlined process for consumers to report missing or mishandled clothing items, ensuring prompt investigation and resolution.
d. Implement appropriate compensation or reimbursement policies for cases where clothing items are indeed lost or mishandled, based on fair market value or replacement costs.
Consumers allege purchasing items from the website and not receiving them.
Addressing undelivered online purchases:
a. Review the order fulfillment process to identify potential gaps or issues causing non-delivery of items.
b. Strengthen partnerships with shipping and logistics providers to ensure reliable and timely delivery of purchased items.
c. Implement an order tracking system that allows consumers to monitor the status of their shipments and receive updates.
d. Investigate undelivered items on a case-by-case basis, providing refunds or resending orders as necessary.
e. Enhance communication with consumers regarding order statuses, delays, or any unforeseen issues.
Proactive measures for consumer satisfaction:
a. Conduct regular surveys or feedback campaigns to gauge consumer satisfaction and identify areas for improvement.
b. Monitor online reviews and social media platforms for consumer complaints, addressing them promptly and professionally.
c. Enhance transparency by providing clear and accurate information regarding store policies, product availability, and delivery times.
d. Train and educate staff members on excellent customer service practices, including empathy, active listening, and effective problem-solving.
Communication and transparency:
a. Establish clear lines of communication, such as an easily accessible email address, to encourage consumers to voice their concerns directly.
b. Implement regular updates via email to inform consumers about any changes, improvements, or resolutions to their reported issues.
c. Maintain an informative and user-friendly website that includes comprehensive FAQs, a dedicated contact page, and clear policies to address common concerns.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
TO SUPERVISOR:I'VE BEEN A CUSTOMER & PREFERRED SELLER SINCE 2017 ON AVERAGE, I SELL 4 ITEMS PER WEEK. YOUR TOTAL LACK OF CUSTOMER SERVICE IS APPALLING, I EXPECT IMMEDIATE RESOLUTION INCL. $595.61 OWED, PLUS A RETURN OF ALL MY ITEMS WORTH OVER 1,000K.1. WHY HAVE YOU DELETED MY AC**UNT LEFT WITH HUNDREDS OF ITEMS WORTH THOUSANDS OF DOLLARS? I FOLLOWED YOUR INSTRUCTIONS AND HAVE **NTACTED SUPPORT A DOZEN OF TIMES WITH NO ANSWER BUT **MPUTER-GENERATED MESSAGE.I SENT 12 EMAILS ON:1. 4/18 2. 5/4 3. 5/21 4. 5/24 5. 6/4 6. 6/28 7. 7/26 8. 8/2 9. 8/12 10. 8/20 11, 9/10 12. 9/11 2. WHERE IS MY MISSING PAYOUT OF $******? ****. MY LAST EMAIL FROM YOU SHOWED A PAYOUT OF ****** ON 12/13/22 - YET THIS AMOUNT DOES NOT EXIST ON MY PAYPAL ACCT! & SINCE YOU DELETED MY ACCT, DETAILS ARE UNAVAILABLE AT View payout details here: ***********************************************/?a=20231213ee925733b2&account=********** 4. GRAND TOTAL I AM MISSING WITHOUT GOING FURTHER BACK IS $195+****** = $595.61 AND, OF **URSE, ALL THE CLOTHES LEFT ON MY ACCCT, WHICH YOUR ** HAS CLAIMED WORTH AT LEAST 1K!5. MY EMAILS SINCE 12/16 FROM SWAP PROVE SOLD:3/22 - 4.79 3/21 - 3.89 3/19 - 3.19 3/19 - 5.99 3/17 - 7.99 3/16 - **** 3/14 - **** 3/12 - **** 3/12 - 7.99 3/11 - **** 3/ 08-**** 3/6 - 6.39 2/28 - **** 2/24 - **** 2/23 - 13.59 2/23 - 6.39 2/22 - 6.39 2/22 - 6.39 2/21 - 6.39 2/19 - 6.39 2/18 - **** 2/18 - 9.59 2/13 - 5.30 2/11 - **** 2/11 - 9.59 2/11 - 7.79 2/9 - **** + **** = 7.98 2/8 - 6.39 2/5 - 9.59 2/4 - 7.59 2/1 - 9.59 2/1 - 11.99 1/31 - 7.79 1/30 - 6.39 1/28 - 9.59 1/27 - **** 1/24 - 12.59 1/24 - 4.89 1/21 - 6.64 1/17 - 11.19 1/11 - 7.69 1/6 - 6.00 1/5 - 9.99 + 9.99 =19.98 1/5 - 5.99 1 /4 - 5.99 1 /4 - 5.99 1 /4 - 5.59 1 /3 -9.59 - - 5.99 1/1 - 6.00 12/31 - 6.00 12/29 - 5.99 12/28 - 9.99 12/27 - 5.99 12/27 - 9.99 12/27 - 9.99 12.27 - 9.59 12/25 - 7.19 12/17 - 6.49 12/16 - 10.00 = ****** I NEED TO SPEAK WITH A LIVE PERSON ASAP, THIS IS THEFT. I EXPECT PAYMENT ASAP!Business response
10/10/2023
Last year Swap went bankrupt. The company I work for purchased it and has been managing the site on a new Swap Shopify Platform since earlier this year. While we did retain some information on old account credits, we did not receive much inventory. if your items are not currently listed on the new site, they were likely rejected and recycled when the old Swap went down. If you can send me the email address attached to your old account, I will happily check our records for any old credits and apply them to your new Swap Shopify account. Thanks!Customer response
11/30/2023
Complaint: 20706412Ive had problems with these emails going to Spam, which I have now fixed. I dont know how to reach the owner of this company--as she suggested in her reply. But there was no contact information that I could see.So please keep this case open because nothing has been resolved, and I am owed a lot of money. Can you provide me with a contact # for the owner?Thank you,******** (*****) puharich | ************
Sincerely,
*************************Initial Complaint
06/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
I have previously sent used clothing to Swap.com for them to sell on their website for a percentage of the proceeds. However, they have still not listed my items from an inbound shipment that was being processes in May 2022. I had sent the box in using prepaid shipping a few weeks prior. I received an email on 5/16/2022 stating my items were being processed to my account. Over the course of the past year, I have emailed Swap.com for updates on my inbound shipment (I received shipping label #************************** on 4/16/22 for my items). They have not responded to any of my several emails asking where my items are or the status of my items being processed. In fact, while there used to be a sellers page on my account where I could view inbound shipments, adjust my sellers preferences, and update payment information, this entire dashboard has completely disappeared from my account. Its been well over a year that I have been waiting with no replies to my emails (they replied to one email of mine when I voiced concern as a buyer, but they have consistently ignored my concerns as a seller on their website). I consider this theft of property. My clothing had a value of approximately $500, though I cannot say how much I would have earned through Swap.com if they had sold my items through their website, as advertised. Date of transaction: Shipping label was created on 4/16/22, items were being processed on 5/16/22 The value of my items was approximately $500 The business committed to selling my items in exchange for a percentage of the proceeds.The business has not processed my items after over 13 months, when their historical timeframe with my items was within 3 months. My items are in their possession, and I have not earned any proceeds. The business has ignored my multiple emails to provide an update and process/sell my items. Shipping label #**************************, account email: *******************Business response
06/29/2023
Our apologies about that. the company I work for recently purchased Swap.com and some of the inventory was never transferred to **. If your items were never listed on the site, they were likely rejected and recycled. If you could send a detailed list of what you sent it along with the estimated value of each piece and proof of delivery to us, I can look into this further for you. Thanks!Customer response
06/29/2023
Complaint: 20235274
I am rejecting this response because: I was not offered compensation for lost items (value of $500) as requested.You state the my items were "likely rejected and recycled," but you have no confirmation of this. It sounds like you're guessing. Also, if my items were rejected, I should have been offered to have them returned to me, as per previous (and current?) protocol at Swap.com. My items were never listed on your website.
As per your request, it was not an expectation by your company that I keep a detailed list of what I sent in order to account for my items in case they were lost or stolen. However, I am attaching 2 emails that confirm that my items were received by your company. The first includes the shipping label created for my items (4/16/2022), and the second is an email confirmation that my items were being processed to my account (5/16/2022).
The total value of my items that were sent to your company 4-5/2022 is approximately $500, and I would like to be compensated for this amount.
It is unfortunate that I only receive a response from your company about lost/stolen items when the BBB is involved.
Sincerely,
*****************Initial Complaint
06/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
- Transaction Date: 05/30/2023 - $133.46 spent via company gift card that was given as the company was going through a lot of changes to their site and closed everyone's old accounts. If there was a store credit remaining, it was given to us in the form of a gift card. - I ordered clothing which were delivered by *** on June 13th. Tracking # 1Z601V930398730320.- I tried on the items same day and attempted to start a return of the items that did not fit. Their website does not show that they were delivered, and only has an option to "Buy again." These items were not final sale and eligible for return. I have googled a phone number for Swap and left a voicemail. They do not have active daily customer service phone lines. I have also submitted a request for help via their online contact us form and haven't recieved a response. I have also tried emailing them at a few different emails: ******************** **************** and etc. *********** has never responded or called back and the website does not process correctly to process the return. At this point I am hoping for help from the BBB to get my money back. I have added screenshots of my order on their website, ****'s return policy and my 1st attempt at contacting the business the day after my order arrived.Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Shipped large box of clothing for resale with the shipping label they provided. I never received a credit for any items and they did not respond to my inquiries.Business response
06/12/2023
Please provide proof of delivery to our facility for this shipment along with an itemized list of the contents and the estimated value so that I may look into this further. Thanks!Customer response
06/12/2023
Complaint: 20170407
I am rejecting this response because:I no longer have the tracking number, it was over a year ago. It used to me listed in my account but everything was removed. Wouldnt my login be connected to the shipping label you provided? I inquired several months ago and asked to be patient while you made a move. Seems everything was lost during this time.
Sincerely,
***************************
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Customer Complaints Summary
178 total complaints in the last 3 years.
5 complaints closed in the last 12 months.