Additional Information for Swap.com

BBB files indicate that this business has a pattern of complaints. On 5/23/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 6/19/2023, BBB has received a sufficient response from the business who is actively working on the patterns below with the actions included.
•          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.