Complaints

This profile includes complaints for Swapretail, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Swapretail, Inc

  701 NORTHPOINT PARKWAY 200 West Palm Beach, FL 33407

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  Swapretail, Inc

  11 SW 4th St Delray Beach, FL 33444

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company operating under the name DesignerReturns on **** engages in practices that raise significant concerns for consumer protection. They have been reported to routinely delete negative reviews on ****, preventing consumers from accessing accurate information about their business practices. This creates a misleading representation of their reputation, as numerous complaints detail issues such as receiving incorrect items, wrong sizes, or colors, as well as unfulfilled orders.Additionally, the business operates under multiple names and has conflicting address information, which complicates efforts to verify their legitimacy or hold them accountable for disputes. This lack of transparency poses a significant risk to consumers who may not be aware of these inconsistencies when deciding to purchase from them.These practices undermine fair commerce and consumer trust. I urge the BBB to investigate this company for potential violations of ethical business practices, ensure their profile accurately reflects their multiple operating names and addresses, and warn consumers of their practices.

  Business Response

  Date: 12/02/2024

  Dear ******** (and BBB staff),
  Thank you for bringing this matter to our attention. We take customer feedback and transparency very seriously and appreciate the opportunity to clarify the concerns raised.
  1. Regarding Review Removal:
  We want to emphasize that as an online marketplace seller, we do not have the ability to delete or remove reviewspositive or negative. The marketplace manages all feedback independently, ensuring that reviews remain transparent and authentic. Any suggestion that we manipulate or remove reviews is incorrect. Your review was likely removed because your case against our company was dismissed, as your products were successfully delivered without error.
  2. Order Accuracy and Fulfillment:
  Our team strives to provide accurate orders and reliable fulfillment for every customer. We acknowledge that mistakes can occasionally occur, and when they do, we address them promptly. We encourage customers to contact us directly so we can resolve any issues, whether its a wrong size, color, or item. Customer satisfaction remains our top priority, and we maintain thorough records to ensure accountability, see attached. We ship thousands of orders each month and maintain an incident rate of less than 2%, which includes delivery exceptions, erroneous orders, and fit issues. This rate is significantly lower than industry e-commerce benchmarks, underscoring our commitment to providing excellent service and accurate fulfillment. Your order did not have an error, fit issue, or delivery exception, in which case we would have of course, approved a return of it. The item purchased had no issues, as it was new with tags, and this is evident by your reason for a return request "changed mind" which is not a valid reason for return on this marketplace.
  3. Shipping and Tracking Delays:
  We always provide customers with tracking information once their order ships and aim to fulfill and dispatch orders promptly. However, shipping delays can sometimes occur due to factors beyond our control, such as adverse weather or **** not scanning packages on time. In your case, the order was placed on Sunday, November 3rd, dropped off at **** by the 5th, scanned by **** on the 6th, and delivered to you on the 9th. On November 6th, you contacted us stating you needed the items by the 10th or would no longer require them. We promptly confirmed the shipment in our correspondence with you; tracking was available to verify this through the **** scan, and you received them by 11:30AM on the 9th, within your requested timeframe. This is why the marketplace dismissed your case for return, as the order was fulfilled and delivered timely.
  4. Operating Under Multiple Names:
  Our business operates within standard practices, including compliance with the marketplace's rules and regulations. Any associated names or addresses are linked to our registered entities and are fully documented and transparent with online marketplaces and relevant authorities. We assure customers and the ******************** that our operations are legitimate and verifiable.
  
  We remain committed to ethical business practices and transparency. We are confident that our records and the marketplace's policies demonstrate our dedication to customer trust and fair commerce.
  
  Thank you for reviewing this response and we are sorry that your online shopping experience was disappointing. We hope this provides more clarity to you on the situation and wish you a wonderful holiday season ahead.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22585250
  
  I am rejecting this response because:
  
  
  Hello  
  
  
  I appreciate your response, but it contains several inaccuracies and misrepresentations that must be corrected. These issues are supported by factual evidence, including ***** documented policies and communications with their customer care representatives.
  
  
  1. Feedback Removal
  
  
  Your claim that feedback removal is outside your control is demonstrably false. **** customer service confirmed that you requested the removal of my review, which is a privilege extended to sellers under certain conditions. This request was unjustified as my feedback was legitimate, highlighting your misleading practices. This feedback remains vital in reflecting my experience and should not have been removed at your request.
  
  
  2. Pre-shipment and Misleading Practices
  
  
  Your claim that the item was shipped promptly is contradicted by the facts. The timeline shows:
  November 3: The order was placed based on your assurance of immediate shipping.
  November 5: A label was created, but **** tracking confirms no scan occurred until November 6, indicating the item was not handed over promptly.
  During this period, I contacted **** customer care, who confirmed this was a pre-shipment status, meaning you created a label but had not yet shipped the item.
  November 6: I submitted a cancellation request, which was ignored. Despite this, you shipped the item afterward, intentionally disregarding my request and violating ***** policies.
  
  
  Your attempt to misrepresent these facts as timely fulfillment undermines your credibility. Additionally, your claim that I interacted with a different seller is another falsehood, as all communication was with your business, verified through ****s messaging system.
  
  
  3. Pattern of Behavior
  
  
  Your businesss history reveals a troubling pattern of behavior. Reviews from other buyers reflect similar complaints regarding shipping delays, unfulfilled cancellation requests, and disputes over refunds. This aligns with my experience and demonstrates a broader issue with your practices. ***** representatives can confirm that my case was handled consistent with their policies but dismissed due to misleading information on your part.
  
  
  4. Request for Resolution
  
  
  The evidence I have providedincluding ****s records of my communications and tracking detailsproves that my experience was mishandled. I request the following:
  Reinstatement of my feedback on your **** profile to ensure transparency for other buyers.
  A formal review of your business practices to prevent future buyers from experiencing similar issues.
  A refund for the item due to the failure to honor my cancellation request and misleading shipping timeline.
  
  
  I respectfully urge the BBB to investigate this matter thoroughly and consider my evidence. I look forward to your response addressing these points. I have more screenshots and proof to debunk your lies. 
  
  Sincerely,
  ******** **** and 
  ****** ******

  Customer Answer

  Date: 12/10/2024

  Thank you for following up regarding my complaint against Swapretail, Inc. I am providing clarification and additional evidence to address their misrepresentations.
  
  
  1. Reason for Return
  My reason for requesting a return was not simply that I changed my mind. The return was due to the sellers repeated lies, mishandling of my cancellation request, and the misleading condition of the item. Here are the facts:
  Cancellation Request Ignored: On November 6, I requested the cancellation of my order because the seller had not yet shipped the item, contrary to their initial promise of immediate shipping. Despite my request, the seller shipped the item afterward, ignoring my cancellation and violating ****s policy.
  Misleading Claims About Shipping: The seller falsely stated that the item had been shipped when I first inquired. However, tracking information from **** confirmed that only a label had been created on November 5, and the item was not scanned by **** until November 6, proving it had not been shipped when they claimed.
  Misrepresentation of Communication: The seller claimed that I spoke with another company about receiving the item by November 10, but this is a blatant lie. All communications were directly with their business, verified through ***** messaging system. I provided screenshots proving this.
  
  
  2. Order Received Before 11/10/2024
  
  Yes, I received the order before November 10, 2024, but the timeline of events and the condition of the product are critical:
  November 3: I placed the order after the seller assured me of immediate shipping.
  November 5: A shipping label was created, but **** tracking confirmed no movement until November 6, meaning the item was not handed over promptly.
  November 6: I requested to cancel the order, but the seller ignored my request and shipped the item afterward.
  
  
  3. Condition of the Item
  The item I received was not consistent with the description of being new. The shoes arrived in a box that was too small, and they lacked the standard inserts and packaging that typically come with new shoes. This strongly suggests the item was not new as advertised.
  
  
  4. Pattern of Misconduct
  This sellers business practices are part of a broader pattern of concerning behavior, as evidenced by numerous complaints from other buyers:
  Receiving incorrect items, wrong sizes, or colors.
  Items described as new arriving in used or questionable conditions.
  Cancellation requests ignored, forcing buyers into disputes over refunds.
  Negative reviews routinely removed from their **** profile, preventing consumers from seeing accurate information.
  
  
  Many of these reviews, which I have archived, demonstrate similar issues to my own experience. For example, one buyer described receiving shoes with signs of wear, while another noted significant shipping delays and unfulfilled cancellation requests.
  
  
  5. Concerns About Vulnerable Consumers
  This companys actions exploit consumers, particularly older buyers who may not be familiar with alternative platforms for resolving disputes. By manipulating their reputation on **** through the removal of negative reviews, they create a false impression of reliability and trustworthiness.
  
  
  While **** has so far sided with the seller, social media platforms like TikTok and other public forums have exposed similar fraudulent practices by businesses that manipulate systems to evade accountability. This case highlights the critical need for independent investigation and action by the BBB.
  
  
  6. Request for Resolution
  To resolve this matter, I respectfully request the following:
  A thorough investigation of the sellers business practices, including their history of manipulating reviews and ignoring cancellation requests.
  Accurate representation of their business profile, reflecting the complaints, operational names, and addresses associated with them.
  A refund for my purchase, as the item was shipped in violation of my cancellation request and was not as described.
  
  
  I have provided evidence to support these claims and am happy to supply additional screenshots and documentation as needed. This companys actions undermine fair commerce and consumer trust, and I urge the BBB to take decisive action to protect buyers.
  
  
  Sincerely,
  ******** ****
  
  

  Business Response

  Date: 12/13/2024

  Hello BBB Team, 
  In an effort to close this claim and cease contact with this customer we have processed a full refund on **** for the shoes and will not require that they be shipped back. This customer is making false claims that we have the ability to remove reviews on ****, something that is not possible. The customer purchased a Final Sale item through **** and opened a claim with **** hoping to return the shoes, a claim in which **** declined and they remove reviews of denied claims. There was no legitimage reason for this return request and it was denied under the terms of a Final Sale purchase. We have over 3700 positive reviews on **** and strive to handle any and all valid customer support complaints. As for the timeline and customer stating we shipped the package afterward,  I can 100% attest to the fact that the package was dropped off to the *********** before the customer requested to cancel this order. We are not in control of when **** scans a package in their back office, the claim that we shipped this item after the cancel request is categorically false. We would much rather pull a package and not ship an order than have to deal with this type of situation. It is not possible for us to retrieve a package once the order is moving through **** and we have no reason to ship this order after the customer requested to cancel. As to the timeline once again, the customer stated she needed the shoes by November 10th while the shoes were delivered on November 9th. The refund in no way validates this claim and was provided in a effort to end the back and forth communication regarding this transaction. 

  Business Response

  Date: 12/13/2024

  Hello BBB Team, 
  In an effort to close this claim and cease contact with this customer we have processed a full refund on **** for the shoes and will not require that they be shipped back. This customer is making false claims that we have the ability to remove reviews on ****, something that is not possible. The customer purchased a Final Sale item through **** and opened a claim with **** hoping to return the shoes, a claim in which **** declined and they remove reviews of denied claims. There was no legitimage reason for this return request and it was denied under the terms of a Final Sale purchase. We have over 3700 positive reviews on **** and strive to handle any and all valid customer support complaints. As for the timeline and customer stating we shipped the package afterward,  I can 100% attest to the fact that the package was dropped off to the *********** before the customer requested to cancel this order. We are not in control of when **** scans a package in their back office, the claim that we shipped this item after the cancel request is categorically false. We would much rather pull a package and not ship an order than have to deal with this type of situation. It is not possible for us to retrieve a package once the order is moving through **** and we have no reason to ship this order after the customer requested to cancel. As to the timeline once again, the customer stated she needed the shoes by November 10th while the shoes were delivered on November 9th. The refund in no way validates this claim and was provided in a effort to end the back and forth communication regarding this transaction.
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22585250
   Final Response Regarding Misrepresentations
  
  This letter serves as my final communication regarding this matter. While I acknowledge the refund provided, your repeated misrepresentations, dishonesty, and unethical practices must be addressed. Below, I will outline the significant issues with your claims and actions:
  1.Timeline of Shipment: Your assertion that the package was dropped off before my cancellation request is categorically false. I have photographic evidence and **** documentation proving that a pre-shipment label was generated but the item was not dropped off at **** until well after my cancellation request. The tracking information and timestamps clearly confirm this, and an **** representative, as recorded in your own uploaded proof, confirmed this over the phone.
  2.Failure to Respond to Time-Sensitive Email: I sent an email specifying the need for the boots to arrive within 1-3 days due to time constraints. Had your team responded promptly, we could have resolved the issue amicably. Instead, I was forced to contact **** after receiving no response. Your failure to address my time-sensitive concerns is a direct reflection of your poor customer service.
  ******* *************************************** You have falsely claimed that I contacted a different company, which is blatantly untrue. I have clear receipts showing that all communications were solely with your business. This baseless accusation is yet another example of your repeated dishonesty.
  4.Manipulation of Reviews: While your negative reviews are visible, it is evident that you have utilized eBays review removal system to suppress additional negative feedback. If **** had not granted these removal requests, you would undoubtedly have more negative reviews reflecting the recurring issues with your business. The negative reviews that remain highlight serious problems, including claims of items not being new, incorrect items being sent, and inflated pricing. These reviews, coupled with my experience, paint a consistent and troubling picture of your practices.
  5.Condition and Pricing of the Item: The boots I received did not appear new, contrary to your listing. They lacked basic indicators of a new product, such as tags or protective packaging. Furthermore, I paid $124 for these boots, while the identical item is available on ****** for $80. This significant price discrepancy, coupled with the lack of new product indicators, aligns with other customers complaints about your listings being misleading.
  6.Change My Mind Return Reason: At the time of my return request, I had not received the boots and was therefore unable to select any other reason, such as item not as described or damaged. ***** system would have verified that I did not have possession of the item at the time, making my return reason valid. Your attempt to use this against me is disingenuous.
  7.Pattern of Misrepresentation: Your response is **** with falsehoods and attempts to discredit me, but the evidence speaks for itself. From the shipping timeline to your mishandling of my initial inquiry, you have repeatedly shown a lack of integrity in your business practices.
  
  Final Statement:
  I am willing to return the boots if you provide instructions for doing so. If you do not want the boots returned, I will donate them. Let this serve as notice that I do not wish to receive further communication from you. Any additional attempts to contact me will be considered harassment.
  
  
  I have provided the BBB with all relevant evidence, including timestamps, screenshots, and proof of your misrepresentations. While I do not intend to escalate this matter further, I am fully prepared to take additional steps if necessary. And another thing for that screenshot I provided with the timeline and they said it was a different seller. I can video record going on the **** app and showing you guys that it is them.
  Thank you, BBB, for your assistance in this matter. Now that the false claims have been thoroughly fact-checked, I consider this case resolved and request that it be closed. 
  
  Sincerely,
  ******** ****
  
  
  
  ,