Complaints

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:01/21/2025

  Type:Customer Service 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.

  I purchased phones on swappa from Cellular Resource on 2 occasions. Swappa claims they don't sell stolen or financed phones but they let Cellular Resource sell phones that were financed. I wasn't aware of this until attempting to register on swappa recently. I lost money on a iphone se and iphone 11 since still financed from previous seller. The company agreed to let me return iphone 11 for replacement. I attempted to sell the replacement on swappa and it also came up as financed. I let both swappa and Cellular Resource aware. Cellular Resource stated would not assist. I have sent numerous emails to swappa, no response. I checked I needed help on swappa sale page and no response. I have purchased 8 phones from swappa, I will hesitate before doing again as they don't enforce there standards and let business sellers sell stolen or financed phones. Why have policies if don't enforce. They appear to let businesses sell broken, stolen or financed phones , according to Bbb ratings.

  

  Business Response

  Date: 01/28/2025

  Kimberly, 
  
  We’re sorry to hear about the trouble related to these purchases. Devices listed on Swappa must meet certain criteria requirements, and our support team reviews listings before they are approved to ensure these requirements are met. Unfortunately, when it comes to device financing – we have to rely on the information being provided by the wireless carrier at that time. While less common, the carrier can change the status down the line as they get new information, which is what happened here. In general, sellers are expected to address and resolve issues, but resolutions become more difficult when the purchases date back to August 2021 and April 2022, and the issue is not reported until 2025.
  
  Thanks!

• Initial Complaint

  Date:01/18/2025

  Type:Billing 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.

  I bought a phone Samsung Galaxy Z Fold4, but the phone was held up at USPS because the seller put a hazard label on it, I did not get the phone until a month after I purchased it, I had to buy another phone, so I purchased at another site, and I sent the one I bought at Swappa back, on the sellers RMA prepaid label, was promised a refund by the seller, now the phone is held at sellers USPS facility and no refund and, I have been essentially ghosted by the seller and Swappa, no response.
  
  Swappa does not have a Payment guarantee nor are they accountable for their sellers like other sites, they use PayPal dispute which as anyone knows is a long daunting process, I filed the dispute, and we are waiting on the seller's response, this is unacceptable, I will never buy anything from this site ever again, I have filed complaints with my Attorney General, Consumer Protection, BBB, and, left a one-star review on Tr*** ****** *****a, you need to take responsibility for your sellers like other more legitimate retail sites do!

  

  Business Response

  Date: 01/28/2025

  Gl*nn, 
  
  Whil* th*r* w*r* som* issu*s with this sal*, notably with th* s*ll*r not und*rstanding th* shipping and insuranc* r*quir*m*nts, you hav* sinc* b**n fully r*fund*d. As our support t*am not*d on th* sal* pag*, w*’r* sorry for th* hassl* caus*d by this sal*. This is not th* norm on Swappa. Additionally, du* to th* issu*s with this sal*, th* s*ll*r has b**n p*rman*ntly bann*d from Swappa.
  
  Thanks!

  

  Business Response

  Date: 01/29/2025

   

  One of the key reasons Swappa uses PayPal is due to the buyer protections provided: https://sw*********************pal

  However, this means that payments are sent from the buyer to the seller, and are processed b* ****al. Swappa never holds the money from the buyer, and as a result, Swappa cannot issue a refund on a seller's behalf. 

  
  

  Customer Answer

  Date: 01/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This policy is short sited, does not give the buyer enough protection, I did finally get a refund but, it took over a month to get it, after it took almost a month to get the device I purchased, a 2 month process, if this had happened on other more reputable retail sites, the site would have stepped in and paid the buyer.

   

  I will never accept any response from the business as they need to be held accountable.
  
  
  
  Sincerely,
  
  
  
  Gl*** *******ay

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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.

  I have had two transactions with enterprise sellers on the platform in the last month. Both were bad, the second rises to the level of fraud. I was shipped a defective device advertised as "mint", and the seller is now claiming it was somehow damaged in my care, despite showing no evidence the device was ever functional before sale. Swappa's extremely lenient requirements for businesses operating on their platform not only allow but facilitate this, taking money out of the pockets of consumers and funneling it to "enterprise" sellers, then distances itself when there's a problem. The only resolution Swappa ever offers is "dispute it with PayPal", as though they are disinterested and not at all culpable for enabling these scammers on their platform.

  

  Business Response

  Date: 01/28/2025

  *****
  
  We’re sorry to hear about the trouble with the Galaxy Z Fold6 you purchased. It looks like the device arrived with a screen issue, and the seller quickly agreed to accept a return. Unfortunately, that is where the issue became a bit more complicated because the seller reported the device was returned with two scuffs. While Swappa staff has been monitoring the sale page and providing guidance as needed, we have not handled the device so our support team simply cannot say when the scuffs appeared.

  The seller you purchased from has been on Swappa for roughly 10 years and has sold 1285 devices and has a 5-star rating. Given the sellers history, we're certain a resolution can be reached. We encourage you to continue working with the seller, and the Swappa support team will continue to monitor the sale page until this has been fully resolved.

  Thanks!

• Initial Complaint

  Date:12/14/2024

  Type:Billing 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.

  ****** *********** Fraudulent sale through Swappa using a fake delivery confirmation (payment through PayPal).
  
  • Ordered Apple iPad from swappa.com on August 28
  • Paid using Paypal: $304.91
  • Order page: *********************************
  • Received shipping info on September 1st
  o Merchant: ***** ******************************)
  o Ship to address: ** ********* ***, Glendale, MO 63122, United States
  • Tracking number: **************************
  • Tracking said it was delivered September 3rd. (tracking does not show actual address)
  • Upon delivery confirmation, Paypal released payment to seller
  • However, nothing was delivered at ** ********* **.
  • I filed a claim with PayPal on Sept. 5th because I had not received the item
  o Claim was denied because they had a delivery confirmation
  • Visited Kirkwood post office on morning of September 6.
  o They found that a package with that tracking number was delivered to:
  **** ***** ***** ** **** St Louis, MO 63122
  o Post office e verified that indeed a package was delivered at 2*** ***** ***** ** ***** He also verified that a single person lives at that address and that they did receive a package. The package was not my order (iPad). He did not tell me what it was.
  
  
  • I asked the manager to provide that information to me in writing so I can dispute the payment to Paypal, but he also said he could not give me that info. I asked if there was anything he could do to help me, he asked for my phone number, he said he would call someone and get back to me within an hour. He never got back to me.
  
  • I have communicated with Swappa multiple times. They said the seller was removed from Swappa for fraud. They suggested I appeal to Paypal or credit card company, which I did, but claim is denied. Swappa claims they cannot force or provide a refund and take no responsibility at all for fraudulent transactions on their site.

  

  Business Response

  Date: 12/26/2024

  *******
  
  Sorry to hear about the trouble due to this purchase. While issues like this are very rare – this is one of the key reasons why we use PayPal – due to the extensive buyer protections they offer. 
  
  As you noted, the seller was removed from Swappa due to fraudulent activity, which is why our support team recommended you open a PayPal dispute. Unfortunately, it sounds like PayPal has dropped the ball on this dispute. 
  
  If you have information from a USPS investigation that confirms the item was shipped to another address – PayPal needs to get this resolved in your favor. Please continue following up with PayPal support, provide them with all the information you received from the UPS investigation – and continue to escalate with PayPal management as needed. 
  
  Thanks!

  Customer Answer

  Date: 12/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.

  Thank you for facilitating this complaint. I appreciate Swappa’s acknowledgment that the seller was removed from their platform for fraudulent activity. However, I find their response inadequate, deflective, leaving me without meaningful recourse, and indicative of a broader failure to protect buyers who trust their marketplace.
  

  Key Issues with Swappa’s Response:
  
  Deflection of Responsibility:
  While Swappa may rely on PayPal for buyer protection, they cannot absolve themselves of responsibility for enabling a fraudulent transaction. Swappa facilitated the sale, allowed the seller to operate on their platform, and earned fees from the transaction. Simply pointing buyers to PayPal when fraud occurs fails to address their role in ensuring a safe marketplace.
  
  Inadequate Buyer Protections:
  Swappa’s Terms of Use may shield them from legal liability, but this does not absolve them of ethical responsibility to safeguard users from fraud. By acknowledging that the seller engaged in fraudulent activity and was removed, Swappa implicitly admits the system failed to protect me as a buyer.
  
  Lack of Support in Resolving the Issue:
  Swappa suggests I escalate the matter with PayPal and provide USPS documentation proving misdelivery.  PayPal denied my claim because they rely solely on tracking information, which the fraudulent seller manipulated.  This advice is impractical since USPS could not provide such documentation to the recipient due to privacy rules.  Furthermore, Swappa has not offered to assist in obtaining this evidence or to advocate for my case with PayPal, leaving me with no viable path to recover my funds. I visited the post office on more time today (12/27/2024), and they were unable to even find the tracking number (92001903470167300071987745) in their system, further proof of the underlying fraud.
  
  Proposed Resolution:
  
  Swappa should take greater accountability for fraudulent transactions facilitated on their platform. At a minimum, I request that Swappa:
  
  - Actively intervene with PayPal to ensure this case is resolved, given their acknowledgment of the seller’s fraudulent activity.
  - Assist in obtaining the necessary documentation from USPS to confirm the misdelivery.
  - Consider issuing a refund directly, as they knowingly allowed a fraudulent seller to operate on their platform.
  
  I trusted Swappa as a marketplace for reliable transactions. Their lack of accountability in this situation has left me with no recourse for recovering my lost funds, which I believe is unacceptable.
  
  Thank you for your attention to this matter. I look forward to Swappa providing a meaningful resolution.

  
  Sincerely,
  
  
  
  George Souroullas

  

  Business Response

  Date: 01/06/2025

  *******

  Unfortunately, once a PayPal dispute is opened, that is managed by the PayPal support team, and they do not allow Swappa to interact directly in the dispute. In this case, it sounds like PayPal incorrectly sided with the seller, which means we can only recommend that you continue pushing PayPal to get the dispute reopened. If there is information that we can provide to help with your claim to PayPal, please reach out to our support team: *********************** 
  

  Thanks!

• Initial Complaint

  Date:12/10/2024

  Type:Product 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.

  Purchased a brand new sealed phone. It was lost in the mail , I purchased another phone being daughter was without a phone and both phones arrived same day (15 days late) . I tried to sell phone in same perfect sealed condition , but the serial number has been marked stolen now. I have tried contacting everyone like requested and had no help. Purchased through ****** over the 180 window - they can’t proceed with action and swappa staff said they couldn’t do anything either then. They are the middle seller and should have recourse to this action.

  

  Business Response

  Date: 12/26/2024

  **ra,
  
  Sorry to hear about the trouble related to this sale. Unfortunately, it looks like the seller was not addressing the issue, as required by ****pa. Due to the sellers' lack of follow-up, they have been permanently removed from ****pa. As we noted on the sale page on December 10, because this sale is now outside the 180-day PayPal dispute window, we recommend that you check with your payment source to see if they can provide any additional recourse. Often, credit cards offer longer protection windows. And, if needed, our customer support team remains available via our help desk if you have any questions: h**********************
  
  Thanks!

  

  Business Response

  Date: 01/06/2025

  ****,

  To clarify – the seller has been removed from Swappa. The sellers account was initially placed on a hold, and when it became clear they were not going to address the issue, their account was permanently closed. Unfortunately, due to the time that has passed since this item was purchased, it is now outside the 180-day window that PayPal offers for buyer protections. There is no further action Swappa can take against the seller at this time. 

  Thanks!
  

  
  

  Customer Answer

  Date: 01/08/2025

  How can I get the sellers information to pursue? Swappa doesn’t give out information that I need to address this. I do plan on pressing charges. Swappa should have caught this was a bogus phone and allowed the seller to post on their site to sell. No telling how often this happens. I for one cannot trust the site now, sadly. 

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service 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.

  I've never had a Swappa account before in my life. I've created one a few days ago, started creating a listing I haven't finished, tried to login a few days later to complete it, only to find out my account was disabled. Upon contacting support, apparently due to "violations of our terms, policies, or guidelines". This makes no sense whatsoever and support refuses to elaborate.

  

  Business Response

  Date: 12/04/2024

  Hello,
  
  We're sorry for any inconvenience this has caused and wish this could have worked out differently. If you wish to appeal this decision you can do so here: ******************************
  
  Thanks!

  Customer Answer

  Date: 12/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No further response from the business, despite contacting both their support and appeal teams several times
  
  
  
  Sincerely,
  
  
  
  * ********

  

  Business Response

  Date: 12/26/2024

  Again, we're sorry for any inconvenience this has caused and wish this could have worked out differently. If you wish to appeal this decision you can do so here: ******************************
  
  

  Once an appeal is filed, the ban can be reversed or remain in place. 

  * If the ban is reversed, your account will be reactivated and you will be informed via email.

  * If the ban remains in place, no further communication will be sent.

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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.

  We have tried to resolve a purchase issue from this seller and were told by the Swappa company representative that if we provided written proof that the iphone was under contract and had a lien and was in collection, that Swappa would issue a refund. We have provided written proof and now Swappa declines further comment and has not refunded anything.

  

  Business Response

  Date: 10/02/2024

  Swappa has provided prompt responses to previous support requests regarding this sale.
  
  Even if the buyer does not agree with the responses or proposed resolutions, looking up personal information of Swappa employees and spamming non-work email addresses is not an appropriate action. No further responses will be issued outside of Swappa's standard support channels.

  

  Business Response

  Date: 11/20/2024

  Our response remains the same regarding this matter -- Swappa support had provided prompt responses to previous support requests regarding this sale. Even thought the buyer may not have agreed with the responses or proposed resolutions -- looking up personal information of Swappa employees and spamming non-work email addresses was not appropriate. Based on the buyers previous actions, this stance will remain and no further responses will be issued outside of Swappa's official support channels.

  Customer Answer

  Date: 11/20/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Swappa has never addressed my concern directly, just kept redirecting to AJN Store, which sold Swappa a phone still under contract and in collection for resale, which is against Swappa seller's policy.

  *** ***** is focused on the time lapse, even though they are disregarding the time the buyer has been working on this issue (since December 2023/ January 2024).

  Swappa is bothered that emails were obtained via public means since resolution was not acknowledged via Swappa. 

  Now I have a phone that is limited in use due to being in collection and I have a letter from * ****** to affirm this.

  I would like a refund of $862.
  
  
  
  Sincerely,
  
  
  ******** *********

• Initial Complaint

  Date:09/26/2024

  Type:Delivery 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.

  Ordered a device through this website. Device was described as having 87% battery health. I was ok with that. However when I received the device, they battery has a “service” message on it saying that the battery is severely degraded. I am unable to get this resolved. The seller deceived me on this company’s website. The seller violated the description terms and the website needs to do something about this.

  

  Business Response

  Date: 09/30/2024

  *******

  We’re sorry to see the trouble related to this purchase. It looks like you’ve been working with the seller, and have also opened a PayPal dispute related to the issue. The Swappa support team has been monitoring the sale page, and it looks like the seller has been working with you in terms of the return and refund. As of earlier this morning, the seller noted they sent you a return shipping label so the device could be returned. Our support team remains available if there are any further issues, but it looks like progress is being made and the issue should be resolved shortly. 
  

  Thanks!
  

  
  

  

  Business Response

  Date: 10/02/2024

  ******* 
  
  This needs to be addressed with the seller. They last followed up with you on September 30, and you have not responded. Swappa support will continue to monitor the sale page, but this issue cannot be resolved unless you communicate directly with the seller. They can be reached here on the sale page: *********************************
  
  Thanks!

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The seller is selling on your website this is your responsibility. I've already dealt with the seller. This is not getting fixed with the seller.
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  On the Massachusetts tax free weekend (August 10 and 11 2024) I made a Swappa iphone purchase. I made sure the tax section was zero. After I paid I was charged $35 tax. $560+$35 tax = $595 on 8/10/2024. This was the reply from Swappa: What was the address you had entered when it showed $0.00? Swappa does not support state tax-free holidays at this time. I told them it's the law and they can't do that. The Swappa seller mailed the product today 8/12/2024. My address is in ******, Massachusetts I just want the $35 tax refund.

  

  Business Response

  Date: 08/13/2024

  ******,

  As our Director of Support noted in their communication with you via email and on the private sale page, the correct tax amount was shown at checkout and charged. This did not show $0 during checkout. Swappa uses on a trusted third party service to calculate taxes per state and local laws. As a result, I'm afraid there is not full support for individual multi-state tax holidays at this time.
  

  Thanks!

  Customer Answer

  Date: 08/13/2024

  This is from Massachusetts Department of Revenue link:

  What about internet sales?  Do those sales qualify for the sales tax holiday exemption?
  Yes. An item will qualify for the sales tax holiday exemption if you order and pay for an eligible item over the internet:
  On the sales tax holiday and
  During Eastern Daylight Time.
  No sales tax is due on that purchase, even if delivery of the item occurs after the sales tax holiday weekend.

  What do I do if I find that I was charged sales tax on an eligible item purchased during the sales tax holiday?
  If you were charged tax in error, the business that you bought your item from is responsible for giving you a refund of the tax you paid. 
  To determine the amount of your refund, you should provide the business with your:
  Receipt or
  Other proof of purchase.
  What happens if I am a retailer that accidentally collects sales tax this weekend?
  Any sales or use tax erroneously collected on the sales tax holiday weekend must be remitted to DOR. 
  If a customer seeks a refund of tax collected in error from you, you must refund the tax to the customer. If you have already remitted the tax to DOR, you may file an amended return to recover amounts refunded to customers.

  Regulation
  Regulation 830 CMR 64H.1.8: Sales Tax Holiday
  
  

  

  Business Response

  Date: 08/13/2024

  As noted in our earlier reply, Swappa uses on a trusted third party service to calculate taxes per state and local laws. As a result, I'm afraid there is not full support for individual multi-state tax holidays at this time. No further action can be taken at this time. 

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  Item purchased on 6/19/2024 and was a Meta Quest * described to be in "MINT" condition which according to SWAPPA criteria is defined as "Pristine condition, NO signs of wear and tear". The item I received was missing parts (eye glass adapter) and had significant sun damage on the lenses which create shadows and haze when viewing. Thus, item was definitely not MINT condition as described by Seller and as defined by SWAPPA. I reached out to the Seller and have gotten no response to date. I also informed SWAPPA who stated that "I should file a ****** dispute" since Seller did not respond to me or to SWAPPA staff regarding the sale. According to SWAPPA's own website SWAPPA is the best because:
  1. "No Junk" -- no broken items, has listing requirements, and an approval process.
  2. "Verified Listings" -- strict listing requirements to 'buy with confidence' and verified by our expert staff.
  3. ***** ****** *- uses the greatest AI to detect fraud before it affects our users.
  4. "Great Support" -- staffed by agents who 'care".
  When I reached out to support via their direct email (in addition to reaching out to them thru their own site -- "file a complaint"), I was told the following --Hello, We preform very in depth checks on our approval process. It looks like you selected a user with a brand-new account and no feedbacks. If you're unwilling to ensure risk I would recommend picking sellers with well established accounts and prior good feedbacks. We actively moderate our market to remove bad actors which means there are generally very few issues on Swappa.Regards,Brock H.".
  SO, basically, as buyer I was "blamed" for using a Seller with no feedback -- which is a high percentage of sellers on SWAPPA. Thus, this completely invalidates their claims of #1-4. Their statement of "You should get a refund" on their site is actually dumped on a third party -- ****** -- and makes you subject to their rules and conditions. I have run out of space. Copy also to State AG.

  

  Business Response

  Date: 07/09/2024

  ***,
  
  We’re sorry to hear about the trouble related to this purchase. On Swappa, a device listed in Mint condition should arrive in pristine condition with no signs of wear and tear. The seller did not correctly list this device, and they were expected to resolve the issue. Unfortunately, they opted to try and ignore the situation, which is why we recommended you open a ****** dispute – to further escalate the issue as you work toward a return/refund. 
  
  Based on a current review of the sale page, it looks like the ****** dispute remains open. Please continue working with ****** support through the dispute process (the ****** support team will manage the dispute). Swappa support remains available if you have questions, but unfortunately, ****** will not allow Swappa staff to directly interact in the dispute. 
  
  Thanks!

  

  Business Response

  Date: 07/17/2024

  ***,

  Here at Swappa, our team strives to prevent any issues from ever happening. Unfortunately, human behavior can sometimes be difficult to predict. 
  

  The device you received was not in the advertised condition, which means a return and refund would be in order. For this reason, the seller needs to be involved in the return process, but sadly in this case, the seller thought they could ignore the issue. 
  

  This is a key reason why we use ****** for payment processing on Swappa – due to the extensive buyer protections they offer. We understand that a ****** dispute is not ideal, and can take time, but it is a great way to further escalate the issue (and protect the buyer) in a case where the seller feels they can ignore the issue. 
  

  Please continue working with ****** support through the dispute process, and reach out to our support team if you have any questions or need any guidance during the process. 
  

  Also, just to clarify our stance on this seller. This seller listed and sold one item, which was to you. Their account was placed on hold (meaning they could not sell or buy) once you reported the issue, and when it was clear they were trying to ignore the issue – the sellers' account was banned. 
  

  Thanks!
  

  
  

  Customer Answer

  Date: 07/22/2024

  I dispute Swappa's response.  There was absolutely no protection for the buyer here due to Swappa not meeting their stated goals of --!.  extensive seller screening, 2.  expert product analysis, 3. and guarantee, if products don't meet the criteria then the buyer is basically guaranteed a refund.  Swappa has done nothing to hep the buyer here.  They basically dumped me on a third party ******** to issue my refund provided that all of ******'s criteria are met.  Not Swappa's criteria, but ******'s.  This is highly deceptive.  Swappa's site now shows that I have been issued a partial pending refund as of 6/27/2024, but I have yet to see a penny of that.  Again this is deceptive and feel fraudulent in the way that the sale is now listed.  Swappa has gotten their fees, the Seller has gotten my money and I am well over a month past the sale and according to ******, it will be at least another month before I hear a resolution.  This is wrong from a company (Swappa) who makes all these claims on their website as to "no BS", "no junk:, "buyer guaranteed a refund", etc.  PLEASE show me where there is any truth in any of Swappa's claims related to this.  Where is the partial refund?  Why not a full refund -- obviously Swappa wants their chunk of my misfortune and their failure to uphold their policies.   Basically, the buyer is screwed and everyone else profits.  But, I guess, buyer beware here and why does Swappa care -- they got their money.  And, a Seller who did basically the same thing previously, still sells on their site.  All this fraudulent seller has to do is change their name and "let the bucks roll in".  Sorry -- fraudulent site, fraudulent seller in my opinion.  BUYERS BEWARE here and definitely understand that there is absolutely no guarantee from SWAPPA that you will get a refund from a seller who mis-represented the condition, had an item missing parts and not reset, provided an invalid tracking number and basically ram off with my money.  Way to go Swappa.