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:11/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 item from a seller from Depop on October 15th. I tried to contact this seller 4 times since then over the course of 2 weeks. I needed the item and asked her when she could ship it. She took 8 days to drop off the item at the post office. I texted her 3 times before she shipped it, all of which she was active on her account for so it is obvious she saw the message and chose not to respond. I raised an issue to get a refund BEFORE she shipped since it seemed she wasnt ever going to answer or ship my package. She never responded to the issue. Instead she chose to ship the package with again NO RESPONSE or communication whatsoever. Additionally, on her account she writes that she ships within 2-5 days after purchase. This is FALSE ADVERTISING because she did not ship within that time ******. I knew I needed the item to be shipped within a week so I viewed that statement before buying, feeling confident I would get my package in time because she stated her time ****** of shipment. I texted her again after I received the item stating I had raised an issue and I wanted a refund. She never answered that message either. When the item came it smelled horribly of cigarettes. I got an email saying Depop had resolved my issue and I would not receive a refund because I received my package. On their dispute resolution center it says the seller has a grace ****** of 7 days to ship the item before a dispute can be valid. My seller shipped the item longer than 7 days. It is extremely unprofessional to be unresponsive, unable to ship an item within a reasonable time ******, sending a poorly taken care of item, and providing false advertising. I feel as though I have been scammed. After numerous emails to Depop trying to explain how I had been victim to false advertising and lack of professional behavior, Depop continuously only addressed the cigarette smell and never addressed the false advertising or lack of communication issue. They refuse to address the real issue.

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Depop Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 use the depop app to sell things. I have recently moved from ****** back to *******. My depop app is stuck in ** pounds currency despite my changing all the settings in the app. Because of this- I have not been able to be paid for two items I have sold. I got in touch with depop, they sent me an unhelpful generic article that did not help me. I emailed them back, got no response. Submitted another request for help- got the same article that did not help. Responded to the email and no response. Finally tweeted at them and they emailed me back. I have continued to try and get someone to help me and there has been no response despite them asking me continually to be patient. It has now been close to a month with no help and I fully believe they have no intention of resolving my case. I am not only not able to access money for items I have sent out- but I also am out of pocket for shipping as that money is rolled into the purchase amount. Depop, of course, has already taken their fees from my purchases, so they have been paid.

• Initial Complaint

  Date:10/25/2023

  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.

  There was a buyer "Item not received claim" that was raised against me on the Depop platform on my @chidiapparel account *********************** by @**********. The buyer forgot to add certain shipping address details prior to purchasing my item (UGG TAZZ Chestnut shoe), and I made sure to send the order to the address stated on the receipt, which is Depop's official policy. I originally won the case, but then a few minutes later, Depop changed their mind and refunded the buyer at a cost to me, and told me to file a "Lost Package" claim with my courier. I will not do so because the courier I chose does not offer that. On top of that, this entire issue was caused by the negligence of the buyer, and not me. I believe Depop should be the one to compensate me. This is not the first complaint I have filed agaisnt Depop. I have one that was sent this month and has been resolved, but Depop has never actually replied to that case (to my knowledge), ands I had to solve the case on my own by getting Depop to make the buyer return the merchandise to me (which was successfully delivered to me at 10/24/2023). Depop usually responds within ***** of contacting them, but they have yet to respond to this issue since 10/22/2023.If Depop is unwilling to resolve this case by proper compensation, and in a timely manner (within 2 working weeks), I will then proceed to open a Small Court Claim in order to retrieve the amount that is owed to me. I am willing to work with Depop before then (within reason, I will not open a Lost Package claim since my courier does not offer that).Please make sure that Depop actually responds to this case formally to establish communication and to avoid any confusion.

  Customer Answer

  Date: 11/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had a buyer from Depop ship out a package for me. It was worth ****** and Depop does not want to refund me the money for a package that got stolen. It was 5 pieces of vintage clothing. They refuse to help me. They think that just because it says It got delivered that I got the package but I did not.

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Depop is an online marketplace website/app that I had been selling on Depop for almost a year. Since August of this year, I have been working to sort out a payout problem with Depop. After contacting Depop Support via email, they have given me mostly generic replies and have been going in circles by having me repeat "solutions" that don't work. For some reason Depop won't accept/work with my bank account, even though I've double-checked the info I entered, and checked with my bank to make sure I'd done everything correctly. Support has repeatedly avoided answering my questions about a possible alternative payout method for the $114.73 they still owe me.

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Depop Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****************************************
  

• Initial Complaint

  Date:10/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Banned from Depop - Multiple thousands of dollars withheld - No email warning sent before the Depop ban - Account pending balance $3,300 in Depop payments, Depop is withholding these funds - Received the email of account suspension in late September

  Customer Answer

  Date: 11/10/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Depop Inc. regarding complaint ID ********. 
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:10/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 seller sent a misrepresented product. I requested a refund. The seller said to mail the package and provide a shipping proof. I did that. The item has been delayed with ***** and the seller is holding my refund although the seller breached the sale contract.

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  December 2022 my bank account had two transactions for Depop claiming a buyer deposited money in December but never received their product. This is false and I have tried for weeks to get my money back with no luck , just emails saying its being escalated. On October 11th 2023 a pair of pants worth 100 dollars was shipped to a buyer that was refunded and Depop would not stop delivery . Shipping was locked and I as the seller couldnt change delivery. After spending two days trying to contact someone was told oh well , when package gets to person hopefully they will send it back to you ? Then they said the second buyer even though purchase didnt post , says you may be charged again for cost of pants. My son was scammed or ripped off again by this company. I tried to delete my bank account and I wasnt allowed to. I cant believe this. My son is a minor I should mention. Please help I cant be the only parent dealing this is awful company . My sons name is *********************** his username is kray2sick0

• Initial Complaint

  Date:10/10/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order for a pair of Golden Goose sneakers through the Depop App on October 2, 2023. On October 3, 2023, I received a notification from the application stating that the item had been delivered to my front door. The package was nowhere to be found, and the image shown as proof of delivery was not an image from my place. Therefore, I contacted the seller (as shown in the attached image), and I realized that the delivery was not made to the address I had registered on the app. Initially, the seller did not respond to my messages.I decided to call the shipping provider, ****** and they informed me that the tracking number provided by the seller did not have my name or my home address associated with it. This indicated that the item was not delivered to me. I reached out to the seller again, insisting on verifying the tracking number through messages on the Depop App. Finally, she responded, but continued to delay, mentioning that she would get back to me.Today, I inquired about any updates, and to my surprise, the seller's Depop account displayed the message "The user is no longer on **********************" (as shown in the attached images). Concerned that I might be dealing with a scam, I initiated a report directly through the Depop App requesting a refund. I received an email stating that my request had been resolved, as the item was marked as delivered.I replied to their email, providing evidence of my conversation with the seller in which she failed to respond to my queries about the whereabouts of my purchased and paid item (as shown in the images). Following that, the seller's account was no longer available, further indicating a potential scam on their app.Despite these issues, I believe that Depop should be a safe platform where buyers like me can confidently make purchases, with the assurance of receiving the items they have paid for. Unfortunately, my experience has left me with unresolved concerns.

• Initial Complaint

  Date:10/05/2023

  Type:Delivery 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.

  A Buyer, *********** reached out to me on the sale of an item called the *** TAZZ Black. I shipped the item to the buyer. It takes 3-5 business days to ship items to customers, and it may take **** business days for the item to arrive. We made an exception for the buyer, and shipped the item within 2-3 days. This was all communicated to the buyer. The buyer agreed to this 9/30/2023. Today, 10/5/2023, the buyer inquired about the item, and if it will be delivered by 10/12/2023. We explained to the buyer that it may not be possible since it may take **** business days (excluding weekends) to deliver. The buyer then wanted to cancel the order, which is impossible since the order has been shipped and is in transit (Tracking Number *************). The buyer then creates a dispute with Depop under "ITEM NOT RECEIVED). I respond to the case immediately saying I disagree with the case, and that the item is in transit, and the tracking number is already uploaded on Depop for both the buyer and Depop to see. The case was escalated quickly and resolved within minutes, in which the buyer was refunded from my account. The buyer ******** now gets to keep both the item and the money, which is a scam. I told Depop about this fact, and that I provided all tracking information and told the buyer about the shipping time, but then a Depop Rep named ******, said that I have to go and ask the buyer for the money back or a return on the item when it arrives to them. That means they know the buyer will receive the item. I then asked the buyer for the item back when it arrives, but they are no longer responding. This means they know they have scammed me, and now want to dodge accountability. Prior to this, I had a similar case, in which the case was decided in my favor. And I was told in an email (picture uploaded) by a Depop Rep named ****************, that as long as I upload trackable information, Depop will close disputes in my favor. All I want is my money back and an apology from Depop.

  Customer Answer

  Date: 10/26/2023

  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 and the matter has been resolved.
  

  
  Sincerely,
  
  ****************************