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:01/22/2023

  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.

  Block my IP address for existing on swappa in the past. Thank you

  

  Business Response

  Date: 01/26/2023

  We have not blocked this users direct IP
  

  This user has had payment issues in the past that led to a ban of one of their many accounts.
  
  This user also has created and deleted multiple Swappa accounts
  
  ****, please remove this complaint.
  

  Customer Answer

  Date: 01/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: 1. I never had payment problems in the past until now, 2. If this is your attitude then You can block the IP as I will boycott Swappa entirely. Good sellers doesn't mean the company is good. Terrible attitude to use. Had many good phones from Swappa. Will no longer use them
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:12/29/2022

  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 purchased a PlayStation 4 on Swappa and my account was banned right afterwards when I sent an email it said it was for violating guidelines or terms. I did not violate any terms or policies and now I am unable to check the status of my over $240 order

  

  Business Response

  Date: 12/29/2022

  Soon after purchasing, this user opened a dispute/chargeback against the seller and this purchase.
  
  Due to this, the user has been banned from Swappa and we advised the seller to refund.

  
  
  

  Customer Answer

  Date: 12/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Without access to Swappa I cannot contact the seller to talk about a refund or delivery or dispute 
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 12/30/2022

  ******

  You can communicate regarding this unnecessary dispute via PayPal.

  Your Swappa account will not be restored due to your actions here.
  

• Initial Complaint

  Date:12/23/2022

  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 purchased an iPhone 14 Pro Max 128GB on September 20, 2022 for $875.50.
  
  Swappa Sale ID - ********** Listing ID - *********.
  
  The seller provided a tracking number but when I didn’t see the scan, I engaged with the seller and requested Swappa for help. The item is yet to be delivered. Swappa suggested I file a dispute with ****** if the item doesn’t show as received by ****
  
  I filed the dispute with ****** first and then ********. Seller and merchant provided some inconclusive evidence but never a tracking number showing an item scan by *** or a delivered notification by **** I would like Swappa to do their part in this transaction by investigating the seller an examining the evidence. I am attaching as much evidence I gathered. I need the money refunded since ******** and ****** think this is a valid transaction. ******** is requesting from merchant in writing that I am due a refund for ******** to refund this transaction.

  

  Business Response

  Date: 01/12/2023

  ********

  Sorry for all the hassle with this purchase, it is far from the norm on Swappa.

  This seller has been removed from Swappa and will not be returning. Per the email conversations we have had, the charge back on top of the ****** dispute caused some delays in this resolution. I see one of our staff members provided you with a statement for *************** that this purchase should be fully refunded.

• Initial Complaint

  Date:12/07/2022

  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 Pixel 7 from swappa.com. Listing said that the phone would require a signature upon delivery, but did not do so. Phone was marked "as delivered" by the post office, but video footage from my door does not show a mail truck go by or any person walking down the street near the delivery time. Requested swappa help me with this issue, who told me to see if local law enforcement could recover the phone, but offered no other help.
  
  They also said i should contact *****, but that i was probably out of luck. Seller did not insure shipment. I am out $575. I will never use swappa again.

  

  Business Response

  Date: 12/08/2022

  The listing the user purchased did not mention signature would be required. What was stated: "Free Standard Shipping with Tracking & Insurance." The user did not request a signature on this shipment. Shipping insurance does NOT cover reimbursement if the shipping carrier successfully delivers the device to the address. If USPS mishandled or lost the device the seller is required to address this no matter if insurance was applied or not. The seller should have fully insured the device per our shipping guidelines however this would not cover in item that has been delivered.Per this user's comment from the sale page: "The post office says it was delivered to my address when I went... " The shipping also states the item was delivered. "Your item was delivered in or at the mailbox at 6:46 pm on November 28, 2022"

  Customer Answer

  Date: 12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:

  The camera on the corner of my street show no one delivering the package when the post office says the package was delivered. It was not delivered.

  I have been scammed by this business

  Regards,    ******* ****

• Initial Complaint

  Date:11/12/2022

  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.

  On October 29 I discovered my account to be suspended, I'd like to clarify that I haven't bought or sold anything on the platform, and my address is from USA (A courier service, to be precise, since Swappa establishes that you can still buy products if you're outside of the US but have a local Address).
  
  I used the account mainly to surf around and see the listings, so I haven't had the opportunity to actually do anything in it.
  
  I tried to contact the customer support, to which they replied that "Your account has been disabled due to violations of our terms, policies, or guidelines. Due to this, we are unable to allow you to continue using Swappa". However, it isn't clear what exactly I violated and I haven't done anything to actually have my account suspended.
  
  I would like to know why did my account get suspended and hopefully get it back, since I am sure I haven't broken any TOS or rules.
  
  My account ID is: ********************* 
  Hoping to hear back, thank you.

  

  Business Response

  Date: 11/23/2022

  This user has been removed from Swappa due to a high risk score and possible ties to abusive accounts

  Customer Answer

  Date: 11/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is my first and only account and since i haven't bought anything from the platform, my risk can't be considered high, I have followed all the steps and rules the site requires so I'd like my account to be reinstated.

  Since i live outside of the US i use *****, a courier address to receive packages in general which have never caused problems before, however, I don't think i should be banned from the site if I haven't infringed any rules or terms. Attached is a picture of the courier stated before.

  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/21/2022

  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 laptop 9/2/22, it was received unusable. I returned and received a refund of the purchase price, but not shipping.
  
  Swappa’s policy on the cost of return shipping: “If an item is received in an unusable state and must be returned, the seller is responsible for reimbursing return shipping costs to the buyer to remain in good standing. For example, the device is blocked and/or cannot be activated.”
  
  The seller refused to refund the cost of the return shipment. Swappa told me to seek the refund from ******. ****** said, “If this is a policy for returning product thru this platform then the platform Swappa and their seller would need to reimburse you for that return shipping.“
  
  I asked Swappa to stand by their policy and refund the shipping, but they refuse.
  
  In summary, I was sold a product that did not meet Swappa’s requirements, paid for return shipping, then, despite Swappa’s policy, was not refunded for the return shipping and shipping insurance. All correspondence is attached.
  
  Lastly, the review page is not correct and therefore misleading: ************************** 
  Swappa implies these sites have all 5 star reviews: ********** actually has 4.69, ********** has 4.8, and *************** only has 3.45.

  

  Business Response

  Date: 10/21/2022

  *****,
  
  Sorry for all the hassle with this sale. It is far from the norm on Swappa.
  
  Per
  our terms the seller was required to accept a return and a full refund.
  The seller was also required to cover return shipping. Since they did
  not, per our terms the seller has been banned from our platform and will
  not be allowed to return to Swappa.

• Initial Complaint

  Date:10/10/2022

  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.

  I bought an item from one Swappa's sellers, it was an iPhone 8 plus. The iPhone was defective so I return it to seller, as per their Swappa policy, I should get a refund and there is no problem to return. The seller claims he did not receive the iphone. as per the USPS info, the item was delivered to his mail box. Please I need to file this complaint against SWAPPA because the did not support their buyers

  Customer Answer

  Date: 10/11/2022

  
  Hello,
  Please be advised about the complaint ID ********., issue has been resolved. file can be closed!
  Thank you so mcuh!

• Initial Complaint

  Date:07/29/2022

  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 7/27 I Purchased a phone on the Swappa marketplace and paid extra For Express Shipping. Swappa policy on Express Shipping is clearly stated as requiring the seller to ship next day ***.
  The seller did not ship via contractual method and I was notified the phone would not arrive until 8/2, 6 days after purchase. I notified Swappa as well as
  the seller and even though the seller violated the policy, there are no consequences for the seller. Swappa
  States they are the “safest marketplace” and would do nothing to help Me get a refund.

  

  Business Response

  Date: 08/02/2022

  ******,

   

  Sorry for all the hassle with this purchase. I see the seller has communicated multiple times on the sale page and also accepted a return and full refund due to not following our express shipping policies.

   

   

• Initial Complaint

  Date:07/27/2022

  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.

  My account got blocked right away after creation. The same has happened with my spouse account beforehand.

  

  Business Response

  Date: 07/28/2022

  This user has been banned for site abuse and their accounts will not be reactivated.
  

  Customer Answer

  Date: 07/29/2022

  [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,
  
  
  
  ***** ********