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:04/26/2024

  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.

  Sale ********* Apr 21, 2024
  Business established tiers of sales “fair’, ‘good’, ‘mint’, etc. The marketplace allows large sellers to put up single picture for multiple listings and provides a tiny notification that the item received may not be the one pictured. I purchased a ‘fair’ level item that had pictures of a ‘mint’ looking item. I did not see the tiny print on the page from Swappa indicating it may not be the phone advertised. Additionally, most sellers on the site disclose in their description of the item, that it is not the pictured phone that you will receive. The seller was clearly trying to deceive users by providing pictures of a mint looking item. Further, the item tiers are all required to have a charging cord, except for ‘fair’ level. Because this listing had no charging cord, I thought I would be able to get the mint advertised item because I accept I will not receive a charger.

  

  Business Response

  Date: 04/29/2024

  ****,
  
  Sorry to hear about any trouble with this recent purchase. This item was listed in Fair condition, which on Swappa, means it will have noticeable wear and tear, and that the seller is not required to include a power cord or charger. This listing did have the standard disclaimer under the listing images, which is added by Swappa: “Photos may not be of actual device.”
  
  We understand some things can be missed or overlooked, so we always welcome feedback on how that disclaimer can be better displayed. 
  
  We’ve reviewed the sale page, and it looks like the seller has responded to your request for a return, so please make sure to continue following up with the seller if that is still something you want to do. Also, our support team remains available if you need any further assistance getting this issue resolved.
  
  Thanks!

  Customer Answer

  Date: 04/29/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business is a marketplace and I was offered an option to return the item by the vendor using the marketplace. However, the vendor has a 20% restocking fee. My issue is the marketplace (Swappa) allows vendors to use "mint" condition pictures on all lower categories of product. So, although there is a small user warning in only a single location (there is no warning on the pictures or in the item description), the assumption is I will be receiving an item in similar condition to the provided example pictures. The pictures did NOT include pictures of cables or charging devices, which is why I assumed the vendor used the "fair" category, which is the highest item condition category to allow no charging cable/device. The vendor (not swappa) steped in and offered a return (with a 20% restocking fee) which is not acceptable to me.

  The Swappa marketplace is allowing customers to be duped by their "enterprise" vendors. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 05/01/2024

  As noted in our previous reply, the images displayed on ********** Seller listings all have the following: “Photos may not be of actual device.”

  Further, the item you purchased was listed as being in Fair condition, which according to Swappa guidelines means it will have noticeable wear and tear. Based on a review of the sale page, is sounds like you received a device that was in fair condition.

  On Swappa, sellers are permitted to charge a restocking fee on a return provided that is outlined in their listing, which this was, and provided the device being returned was as advertised, which this was. 

  If you would like to proceed with the return, please make sure to continue following up with the seller. 
  

  
  

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair 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 April 17, 2024 at 3:21PM I ordered a cell phone from Swappa for $273.50 (see screenshot labeled Transaction Proof), which was instantly transacted from my bank account. I was taken to a page after this which labeled my same as pending(see sale proof attachment) and that my reference ID is ********-e1************************. I tried to log back in to my account to see details of the order's status, but my account is now listed as "inactive" when I try to log in (see attachment titled inactive account error). I have emailed for two consecutive days in a row (see 1st contact attempt and 2nd contact attempt) and have received no response, yet the money has been taken out of my account for an order that was never confirmed. I would like my money back since this order is not being processed and I am getting no word back from customer support.

  

  Business Response

  Date: 04/19/2024

  This user account was flagged by our automated systems and subsequently closed as a result of the findings. 
  
  The Swappa screenshot provided in this complaint shows a “pending” sale. This sale was canceled, and the charges were not fully approved. Any charges showing on the users credit card or in their bank account are pending authorizations, not final charges. 
  
  Credit card issuers and banks typically release pending authorizations within a few business days at most, but if the pending status lasts longer, we recommend the user reach out to their credit card issuer or bank.

  Customer Answer

  Date: 04/19/2024

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

  1) I have never used your site to either buy or sell. I have no activity history on the site. I challenge you to find any proof of my email being used on the site. You will not find anything, so any deletion of my account was either an error or poor practice on your part, not mine. 

  2) I have already reached out to my card to remove the charge. My bank clearly stated that I need to rectify this situation with the merchant who made the transaction. That is you. So, until I either get a refund or see this charge removed from my account and to receive back the money that Swappa took out of my account, I am not satisfied. I am still the one who is out over two hundred dollars because of something Swappa did. Until the money is returned, Swappa has taken money out of my account without providing the promised goods, which is theft. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/25/2024

  ******** 
  
  As we noted in our previous reply, the screenshot you shared in this complaint shows a “pending” sale -- not a fully approved charge. Any charges that may show with your credit card or bank account are pending authorizations, not final charges. Credit card issuers and banks typically release pending authorizations within a few business days at most, but if the pending status lasts longer, we recommend reaching out to your credit card issuer or bank. Swappa staff cannot speed up or otherwise influence the timeline set by your credit card or bank. 
  
  Thanks!

• Initial Complaint

  Date:04/15/2024

  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.

  I listed an item on their site and provided all the necessary things to get my item approved, I never sold on their site before. Less than an hour later they deactivate my account for no reason. Not even an email was sent to me telling me that they deactivated my account

  

  Business Response

  Date: 04/16/2024

  The account was flagged by our automated systems and removed due to connections to other fraudulent (banned) user accounts. This account will remain closed.

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 Mar 18, 2024, I paid $523.78 for an iPhone 14. The phone doesn't work, so I sent it back for a refund. Swappa's refund policy: "The seller should issue a prompt refund when the item is received."
  Instead of sending me a refund, the seller bounced the phone back to me.
  Neither Swappa nor the seller is helping me.
  I'm out $523.78 and stuck with a phone that doesn't work.

  

  Business Response

  Date: 04/11/2024

  ******

  We can certainly understand being frustrated when there is an issue with the device you received. While the seller has not been as responsive on every comment posted on the sale pages, they have been attempting to get this issue resolved for you.

  You initially reported a battery issue in the late afternoon on March 23. The seller replied on the morning of March 24 letting you know they would replace the battery and ship the device back to you, to which you agreed, so this does not appear to be a case of looking for a prompt refund, as you noted in this BBB complaint. 

  After you received the device back, you reported another issue, which is still ongoing as of April 10. To clarify Swappa policy, if the device cannot be activated with the carrier, it is eligible for a return and refund, but the device needs to be returned first. Based on the current status on the sale page, you are still in possession of the device. 

  Our support team is actively monitoring the sale page and will continue to do so until this issue has been fully resolved. 

  Thanks!
  
  
  

  
  

  

  Business Response

  Date: 04/25/2024

  Hello,
  
  It appears this issue has been resolved. The seller issued a refund on April 19, and there has been no further communication on the sale page. Please reach out to Swappa support ***************** if there are further issues related to this return/refund. 
  
  Thanks!

  Customer Answer

  Date: 05/03/2024

   
  
  Better Business Bureau:
  

  I'd like to thank the staff at the BBB. Without your help, I would have lost more than $480. You are truly the Good Samaritans in the business world.

  I have reviewed the response made by the business in reference to
  complaint ID ********, and find that this resolution is satisfactory to
  me.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/29/2024

  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.

  I purchased a ******* *** that has an activation lock on it. When I contacted Swappa they asked the seller to remove the activation lock. The seller refused because he said he was not the original owner.
  
  I contacted ***** to remove the activation lock, but they also refused because they said only the original owner can remove the activation lock.
  
  I asked Swappa to return the computer and they refused to process a return or a refund.
  
  I now have a computer that I paid nearly $2000 for that does not work and I have no recourse.
  
  In the chat with ****** the gray text is ***** and the blue text is my response.

  

  Business Response

  Date: 04/09/2024

  *****

  We’re sorry to see the issue related to this purchase. You originally purchased this item in December 2020, and did not report the issue until March 2024. Unfortunately, due to the late reporting on this issue, we’re unable to force a resolution. 
  

  Thanks!
  

  
  

  Customer Answer

  Date: 04/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business has not responded to the complaint.
  
  
  
  Sincerely,
  
  
  **** *****

  

  Business Response

  Date: 04/10/2024

  *****

  We’re sorry to see the issue related to this purchase. You originally purchased this item in December 2020, and did not report the issue until March 2024. Unfortunately, due to the late reporting on this issue, we’re unable to force a resolution. 
  
  Thanks!

• Initial Complaint

  Date:03/06/2024

  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.

  I ordered an **** **** 6 and paid for the device (around $450). The money left my bank account and I received a confirmation. I tried to login the following day and I keep receiving the error: "Your account is inactive..." and instructions to check my email.
  
  
  I never received an email. Support will not respond to me after me sending multiple emails and I have no idea how to move forward. They advertise that their average response time is "20 minutes" which is a blatant lie as I've been trying to contact their support team for 3 days...
  
  Beware.

  

  Business Response

  Date: 03/13/2024

  This user account was flagged by our automated systems due to the connections it has with several other banned user accounts. This account will remain closed due to those connections, and future accounts with the same connections will also be closed. 
  
  Regarding this specific purchase, the sale was canceled on Swappa, and the seller was instructed to issue a full refund. If the seller does not follow through, they will be banned from Swappa, and once that happens, the next necessary step for the buyer will be to force the refund through ****** ******* buyer protections.

• Initial Complaint

  Date:01/01/2024

  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.

  On Nov 20, 2023 I purchased a phone listed in "Good" condition on Swappa.
  The phone arrived on Nov 25. Upon inspection, I realized the seller had grossly misrepresented the condition of the phone. The screen was heavily damaged. Per Swappa requirements, for a phone to be listed as "Good", it must meet a standard of "Excellent condition, minor wear and tear".
  I contacted the seller and submitted pictures through Swappa. On Nov 26, the seller wrote "I completely understand if you want to return the phone..."
  I returned the phone to the seller on Nov 27, after which the seller refused to refund payment.
  USPS tracking info and the seller's own admission (on Swappa) show the seller is now in possession of the returned phone.
  Both the seller and Swappa still refuse to refund the purchase amount.

  

  Business Response

  Date: 01/03/2024

  *******
  
  Sorry to hear about the issue related to this purchase. A disagreement of this sort is rare on Swappa, but issues may happen from time to time. It looks like this issue was related to the condition of the device, Good versus Fair condition. On further review of the sale page, it looks like the ****** dispute process is ongoing, with ****** currently reporting a pending and under review status. Please make sure to continue following up with ****** support as the dispute moves forward. 
  
  Thanks!

  

  Business Response

  Date: 01/09/2024

  *******

  Sorry if there was any inaccurate information in my previous reply. To clarify, we show you opened a ****** dispute on December 12, 2023. Once a ****** dispute has been opened, the ****** support team manages the dispute directly with the buyer and seller. They do not allow Swappa staff to participate directly in the dispute.

  And, in a case where ****** further escalates the issue to your credit card issuer, that is done by ****** support, and Swappa is not notified. At this time the only course of action is to continue following up with your credit card issuer. 

  Thanks!
  

  
  

  Customer Answer

  Date: 01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The seller on Swappa was blatantly fraudulent. He described the phone as "Good" and the phone screen as having "scuffs", not scratches. He said they were barely visible. My photos showed the true condition of the screen.
  
  Swappa did NOTHING.
  
  The seller said I could return the device. I did. The seller refused to refund my money.
  
  Swappa did NOTHING.
  
  I filed FBI and FTC reports against the seller.
  
  Swappa did NOTHING.
  
  I disputed the charge with my credit card issuer. The seller lied and said I returned the phone damaged, even though he previously admitted my pictures were accurate.
  
  Swappa did NOTHING.
  
  I emailed the Swappa CEO and senior business development staff.
  
  Swappa did NOTHING.
  
  Swappa makes the following false claims on their website:
  
  - Sellers are required to accept a return for items that do not meet our listing criteria.
  - Sellers are required to accept a return for items received not as advertised.
  
  Swappa does NOTHING to enforce this.
  
  The bottom line is that, if you encounter a fraudulent seller on Swappa, they will do nothing to protect you.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/19/2023

  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.

  Sold laptop on this site, but I haven’t got paid through their pay system. Swappa’s reply was - “We can’t help you”.
  All they care about is getting their cut. After that, you are on your own - they will not help you get paid. I want my money ($1,100) as they advertise how easy it is to sell electronics and get paid.

  

  Business Response

  Date: 12/21/2023

  ************,
  
  We're sorry to hear about the trouble you experienced with ******. Please make sure to continue following up with ****** support and escalate the matter as needed with the ****** support team as you push for a resolution. 
  
  Thanks!

  

  Business Response

  Date: 12/22/2023

  ****, 

  We use ****** to process payments here on Swappa, but the ****** support team handles any issues with indivudual sellers ****** accounts. We're sorry you're having trouble with your P***** account, but any issue with your ****** account must be handled directly with ****** support. 

  Thanks!

  Customer Answer

  Date: 12/22/2023

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

  Again, you advertise a quick sell and immediate funding, even if it is through your partnership with ******. That is the agreement you have with ****** as you state on your website, therefore you should do your part and notify your partner that the sale was completed and the buyer was very satisfied with the purchase so that I can get paid immediately. 

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:12/13/2023

  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.

  I bought an iPhone 13 from Swappa in April for my son. It was advertised as locked for ********. By nature, iPhones can be unlocked. However, ******** refuses to unlock this device because the original owner of the phone did not pay off the full balance. This information was not advertised with the device.
  
  I had to change network providers, and can no longer use this device. I was not expecting that. I spent $400 on this device 8 months ago, and now it is useless to me. Swappa refuses to assist me in any way without providing documentation from ********. The seller has washed his hands of the whole transaction. I am reluctant to perpetuate the dishonesty by trying to resell the phone without explaining its current locked status, and if I do, there is no way I can get fair market value for it.
  
  IMEI on this device is 350555041041749.
  
  It comes up clean on all IMEI checkers because ******** does not blacklist phones with in-network unmet financial obligations. If ******** checks the IMEI internally, all the information comes up. And even though it is a dual SIM phone, it is locked to the extent that the phone cannot be used on any other network.
  
  Although I've indicated below that I desire a refund, I am not requesting a full refund. I am requesting current market value for an iPhone 13 in fair to good condition.

  

  Business Response

  Date: 12/19/2023

  ****,

  We’re sorry to see the ongoing issue related to this purchase. Here at Swappa, our moderation team checks the device IMEI before approving a listing to ensure it is not blocklisted. Our moderation team also performs additional checks to see if there is an outstanding balance on the device. At the time of approval, and with follow-up checks, these are all coming back clean and without showing any outstanding financial obligation. 
  

  That said, our support team was communicating with you on the sale page, and on December 6 you noted that ******** would be sending you documentation in the next 3 days to confirm the issue. If you’ve received that documentation from ********, please follow up with our support team so this issue can be further reviewed because if this device does have an outstanding balance, the seller would be obligated to provide a full refund. 
  

  Thanks!
  

  
  

  Customer Answer

  Date: 12/23/2023

  ******** will not send us the documentation. We have called them 7 different times, have spent hours on the phone with them talking with varied customer services representatives. Three times they have taken my email address and promised to send documentation which has never come. One supervisor straight-up denied being able to send me any information due to "privacy issues." 

  I have told them I don't need specific information about who owes money on this device. I just need documentation that there is a pre-existing financial obligation on this phone that impacts my ability to have it unlocked.

  I've also submitted a BBB complaint with ********. 

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Swappa deactivated my account because they claim I wasn’t providing no communication on my part but I clearly was communicating back and forth with the buyer and on ****** we was communicating back and forth and I refunded his money back. They are also ignoring my emails.

  

  Business Response

  Date: 09/11/2023

  This user was removed from Swappa due to performance issues. In this case, they listed and sold the same device three times, and each time they canceled the sale and refunded the buyer instead of shipping the device. We gave some leniency here, but after the third time they did this, it became necessary to close their account. 
  
  The first sale was refunded within a few hours, and the second sale was refunded within about 24 hours. The last sale of the three was fully concluded before they left this complaint. 
  
  The listing for the final sale was created on September 6 and it also sold on September 6. On September 7, the seller (who left this complaint), told their buyer "I Really Don’t Trust Sending My Phone Fr I’m Just A Little Hesitant". They also issued a refund on September 7.

  Due to these performance issues, we cannot reactivate the user account. 

  Thanks!

  Customer Answer

  Date: 09/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ************ *******