Swap.com

After reviewing the customer account, it looks as though an old PayPal account was listed for payouts to be made. On customer accounts, we do not have input to the email address that is listed, this is done by the customer/seller. When payouts are issued, the seller is emailed a notice to inform...

them that the payout has been made with a reference number. From the reference number, the seller can log in to his/her Swap.com account to view the payout details, the amount, and the address that the payout was issued to.When payouts are made to PayPal accounts that no longer exist or are inactive, the payment is either denied or unclaimed, then returned to Swap.com after 30 days. In cases that payouts do not go through, we are able to re-issue the payout to an active account for the seller.
I have reached out to the customer to confirm the correct PayPal account that we are to re-issue the payouts to, we will be able to issue the amount owed as one payout amount. To have the seller's items sent home, I can send the seller a discount code for free shipping so that she does not need to pay the $4.99 return shipping on those items.

Great service! Love the idea, it's like going to a yard sale online.

I do almost all of my shopping online and live in the shopping capital of the US, NYC. I'm thrilled to have found Swap.com. I've shopped on their site about seven or eight times in a short while and have been very impressed with the quality of the merchandise, the selection and the amazing prices. I've shopped from their "New w/ Tags", "Like New" and "Good" product selections and have never gotten anything I wouldn't be proud to wear. This time I had to return two items as one was the wrong item and one was too small. It was easy, free and painless. I can't say enough great things about Swap.com.

Hello,   First and foremost I want to apologize for any inconvenience.  Here at Swap.com, we are dedicated to our partnership with our sellers, as you are the ones who help us build success.  Our mission is to make sure that our merchandisers closely review all items to...

ensure quality items are placed on our website.  This process allows not only allows our buyers to receive quality clothing, it also allows our sellers the opportunity sell items more quickly.  Regarding your inbound shipping process time, I greatly apologize for the delay.  We have received a significant increase in inbound shipments, so our processing time is a bit outside our 60 day window.  In an effort to help us catch up, at the end of May, we suspended inbound shipments.  During this time, we have been hiring and training, to make sure we have the staff to handle the influx of volume.  We also put together a detailed action plan that would allow us to catch up, prior to reopening inbound shipments on September 1st.  Regarding non accepted items, we have a very thorough merchandising process where our merchandisers inspect every detail of the product.  If the item is worn, defective, damaged, stained, had an odor, or any other reason that does not represent "like new condition", the item will be not accepted.  This again allows us to make sure we are only selling quality products.  If an item is not accepted, we will place a red sticker on the item where we noticed opportunity with the item.  This sticker will notate the place where the opportunity is so the seller can review.  We will review a shipment a second time within our quality team, however we can only do that if the rejected items are 20 or less.  We will look to add these details to our website for future reference. Typically if an item has been not accepted, our quality team will find the same thing.  As a seller, you may request your product back, which will allow you to see the sticker and where the opportunity was with the item.   Regarding the swap option, I apologize for the inconvenience.  The swap option has been temporarily removed so our development team can complete some upgrades.  Again, I greatly apologize for all of the inconveniences.  We are positioning ourselves for the increased volume and look forward to partnering with you in the future.  I apologize that at this time, I would not be able to refund you 1/2 of each boxes inbound fees, however I would like to provide you a $20.00 store credit for your inconveniences.  Thank you for your business!  Sincerely,  [redacted]

My experiences buying items from Swap.com has been amazing each and every time. You can't beat their prices, and each item they sell first goes thru a quality control inspection. They look for rips, stains, missing pieces, odors, pet hair, etc. Their sales are great and they sometimes offer promotions with Free shipping. They guarantee your satisfaction and are a dream to deal with!

Swap proved to be the absolute best place online to buy kids items. I have shopped with them twice and each experience was personal and wonderful. Delivery is amazing and the condition is just as promised. Justin also contacted me when I had not shopped their in a while but it was the nicest way posible. Not pushy or anything, just polite and supportive. I nominated them for the award cause they are awesome

This company offers great service and merchandise. Their business practices are sound and I trust working with them.

This website tries to say they have "No fraud, hassle free returns". However, unless the item is damaged, you only get store credit. I ordered about 10 items, returned about half in a timely manner due to wrong fit. They refused to return my funds and said it "wasn't their policy". Their website is misleading, and they can't expect people to fit in stretched out, second hand clothes from various sellers. Tisk tisk.

swap.com is the only place I buy clothing for my children and myself. I love this site. quality products for a low price. excellent customer service.

have been pleased with this business. Items are as stated most of the time and customer service is very helpful.

The best place and the best clothes for ease, convenience, quality and price. Very happy with swap.com

I am so happy to say I received my first order within 5 days. Everything I ordered was in perfect condition. I could not have been happier. I will be using Swap.com again. I can't wait to get paid so I can order more clothes for my one month old niece.

Great website, great deals and huge selection!! I will shop here a lot!!

Very satisfied with purchase. Excellent prices and selection.

Items are clean, well-packaged and good prices. Delivery is prompt. Site is set up to allow you to select exactly what you want to see. Logo and packaging are well done. Especially like the maternity items I ordered for my daughter. Very impressed.

Dear Ms. Alexandra [redacted] Thank you for your follow-up.  As we have asked from the beginning, we were wanting to understand why you would continue to be in a swap ring with your own items and continue to increase the price.  As we have previously stated, the Terms and Conditions do not attempt to spell out every conceivable form of improper conduct that users might engage in.  We asked for your explanation in case you had additional information that would explain why you were engaging in that behavior.  We have now received your response, and it appears you have artificially increased the value of the item you own.  After further review, we are unable to return the items you originally owned, increased the price, and are now looking for a refund.  We will return the swap items that were not originally yours, however we will do this only at the original price.  Please advise you understand this, and we can process those items appropriately, and provide credit to your original form of payment.  Regarding damaged items, as I have shared, I need specific details on the items and what was damaged before I can further investigate this.   Sincerely,

Hello Theresa, We apologize for any inconvenience.  We show that a label was generated by you on March 13, 2016.  The original tracking number was [redacted].  In reviewing the tracking on the [redacted] site we are unable to pull any details and we show this tracking was never...

received by Swap.com.  We would be more than happy to process a claim with [redacted] for you if you would like, or you may contact [redacted] directly.  We did not receive this package, so we will need to engage [redacted] by either method to complete a claim.  Please advise how you would like to proceed.  Sincerely,  Swap.com

After reviewing the customer account, it looks as though an old PayPal account was listed for payouts to be made. On customer accounts, we do not have input to the email address that is listed, this is done by the customer/seller. When payouts are issued, the seller is emailed a notice to inform...

them that the payout has been made with a reference number. From the reference number, the seller can log in to his/her Swap.com account to view the payout details, the amount, and the address that the payout was issued to.When payouts are made to PayPal accounts that no longer exist or are inactive, the payment is either denied or unclaimed, then returned to Swap.com after 30 days. In cases that payouts do not go through, we are able to re-issue the payout to an active account for the seller.I have reached out to the customer to confirm the correct PayPal account that we are to re-issue the payouts to, we will be able to issue the amount owed as one payout amount. To have the seller's items sent home, I can send the seller a discount code for free shipping so that she does not need to pay the $4.99 return shipping on those items.

Complaint: [redacted]
I am rejecting this response because:I have provided responses to every single item where the price was off and at least 30% were not addressed appropriately. I don't have the time to dedicated to this above and beyond to what I already invested. It should be on the business to do the due diligence. The responses from your merchandising team were not always appropriate - I game you links to the same exact items brand new and priced hundreds of dollars more. I feel your business owns me close to 2000 USD and would like to see more adequate actions that $3 differential.  
Sincerely,
Anita [redacted]

Hello Stephanie,  Thank you for your message!  We sincerely apologize for any inconvenience.  After additional review of your return, we show that you returned items on RMA# 1453550001, totally $39.99.  The reasons for return were as follows:Item As Described But Does Not...

Fit.  The reasons for that choice included:  (3 items) - too big, too stretched, and (2) too small.  Our Returns and Refunds Policy will provide store credit or credit back to original payment based on the reason for your return.  Following is a breakdown of our process and I've attached the link from our website regarding our Returns and Refunds Policy: You will receive a refund to the original form of payment for the following reasons:-  A wrong item-  Damaged during shipping-  Differs considerably from the description on Swap.com-  If the item you ordered is missing from shipment or the entire shipment is missing.You will receive a refund in the form of store credit for the following reasons:-  Item is as described-  Item does not fit-  You do not like it-  You just want to return it without a specific reasonFollowing is the link to our return process:    http://support.swap.com/hc/en-us/articles/203331335-Returns-and-Refunds-In your message, you shared that you contacted us to change the reason for your returns.  You shared the reason had to do with the description of the products not matching what appeared on our website.  If you can provide specifically what was not matching, we can ask our quality team to pull these items and complete another review.  If the product description matches what is on our site, store credit would need to remain based on our Returns and Refunds Policy.  Also, I know you mentioned that you've sent some items into us to consign.  We greatly appreciate your partnership.  We are very sorry to hear that you feel our fees are too much.  We hope you will continue to partner with us.   Sincerely,  Swap.com