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:10/02/2023

  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 havent used Depop very long, I actually just joined recently. I have people close to me that use the platform to buy and sell. Its great being a buyer, but not great to be a seller. From what Im heard and experienced, Depop does NOT protect its sellers, the lifeline of its own company. If a seller is being harassed, and asked the harasser to leave the page, how come the seller is banned from Depop FOREVER? They do not have any respect or concern, or resources to provide for their sellers to protect them. It is absolutely appalling that someone has to lose their business they worked so hard to create on Depop, because they simply told someone to please leave their page. Especially if they were being harassed, spammed, or otherwise abused by a buyer or a non-seller. Depop, I will never use your app again. I dont care if I am the buyer or the seller, the pure lack of respect and concern you have for your buyers is, frankly, disgusting. Depop needs to have an improved way of researching harassment claims, abuse claims, or other forms of reporting - or else they will end up with a class action lawsuit. I will never use depop again.

• Initial Complaint

  Date:09/21/2023

  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.

  I purchased an item on 7/24 that was never shipped out by the seller. It was only $25.19, but I have had the worst experience with Depop support and the seller. Seller did not reply to my multiple requests for an update, and their account has been deactivated. Im not able raise an issue in the app due to the date of purchase being over 30 days old. I have sent multiple emails to their resolution center and was simply directed to dispute within the app, despite noting that I couldnt. Its way more troublesome to figure out to how to contact them than it should be, and I still cant find a contact number for the US.

  Customer Answer

  Date: 09/22/2023

  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:09/18/2023

  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.

  Deposit missing:September 5: $25.27 username: ******* September 7: $25.18 username: @emjvintave September 7: $25.18 username: *********** September 7: $129.06 username: ******* Total: $204.79

• Initial Complaint

  Date:09/06/2023

  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.

  Depop unjustly kept my funds of $175 from the items I sold after abruptly closing my account. I am requesting my funds are transferred to my bank account on file with the company, as they failed to do so before closing my account.

• Initial Complaint

  Date:09/06/2023

  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.

  On July 18, 2023 a user who had purchased an item from me on the Depop platform had put in a complaint to Depop that they never received their item. Depop looked into the matter and a customer service agent named **************** sent me the following email: We are just reaching out about your Dispute with @tsmidnightrain that was escalated to us. After reviewing the case, we can see that you have provided valid tracking information for your buyer regarding this sale and the tracking shows as delivered. I have now closed this case and contacted your buyer to let them know.We no longer require anything else from you and thank you for cooperating with your buyer and helping us make Depop the safest marketplace it can be. If you have any further questions or queries regarding the Depop ***************** just get back in touch.Since they had determined I was not at fault, and explicitly said no more action was needed from me, I did nothing and moved on. On August 14, 2023 I woke up to $21.25 being taken out of my account and the following email from a customer service agent named ********* A: We have not had any updates from you around the parcel claim, or seen that you have been in touch with the buyer to update them, so we have refunded @tsmidnightrain in full from your account for their lost item the Depop fees have also been reversed.I have since responded 12 times via email to both ********* and ****** asking for my money to be returned and a thorough explanation of the mix up. Nobody has since gotten back to me and its been nearly a month. I believe this company is scamming me, and probably other users, out of money. How can they take money weeks later for a dispute that they explicitly said was closed and required no action from me, and then not respond to any push back? This is an unacceptable way to treat people and handle their money.

• Initial Complaint

  Date:08/22/2023

  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 bought a pair of boots from a seller on Depop a few weeks ago. The seller listed the item as Like New and included that there was some peeling of the leather on the inside of the boots. I received the boots last week and was taken aback by the amount of peeling on the inside. Not only was it unsightly and not indicative of the price I paid. But also, when I tried on the boots, pieces of leather ended up all over my legs. Is this the condition of a like new item? I reached out to the seller to send the boots back for a full refund and she refused, stating that she mentioned the peeling on the items listing. What the seller failed to do is specify just how bad the peeling is and she also purposely only took pictures of the outside of the boots so she could say the boots are like new. Like new implies that the item has been worn once. It implies that the item is no longer brand new but is close to it. The peeling on the inside of the boots is not that of a like new item. Since the seller refused to take the boots back for a full refund, I reached out to Depop support. I sent pictures of the damage as well as a screenshot of the original listing proving that the seller mislead me as the buyer by listing the item as like new. Depop sided with the seller and stopped responding to me even after I asked them to escalate my issue to management. The customer service has been not good from the start and the only way to get this resolved is to send the boots back to the seller for a full refund.

• Initial Complaint

  Date:08/17/2023

  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 placed and order and have not received my order, I would like a refund. The vendor is not responsive to communication attempts. Order was placed on 7/28/23 in the amount $159.

• Initial Complaint

  Date:08/14/2023

  Type:Sales and Advertising 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 sold something on their app. They said due to amount we had to pay an amount that would be refunded once verified. I got scammed.

• Initial Complaint

  Date:08/14/2023

  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.

  I've tried contacting them over & over with an issue I have with my account. All the information on their site is not helping at al,I have reset my password over 6 times bcus it keeps logging me out. This is a safety issue since a scammer can easily get my information with so many times of trying to change it. NO COMMUNICATION

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Depop Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  **** *

• Initial Complaint

  Date:08/04/2023

  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 made a purchase in the amount of $588.50 on July 26, 2023 @ 6:03pm, from a seller with the user name (@**********. The seller informed me that he was going to ship the shoes out the following day via ***** The shipper sent over image of a shipping label that was created on July 27th, 2023. The item did not show any movement nor did it show **** took possession of the item, but mysteriously it showed that it was delivered in *********, ******* at 2:43pm over the counter. I went into my local post office where the item was said to be delivered. The investigated the issue and informed me that **** never got possession of the item from the sender. So, I need to contact the sender. I reached out to the seller and request the receipt that indicated that **** scanned it, and took possession of it, but he never sent it. All he said was I promise I shipped it out. According to **** this is a problem with scammers creating labels and some how getting them to say delivered. They are still trying to figure it out on their end how people are doing it. They explained to me the tracking history would usually show that the label was created and then it will go onto show when **** actually received and scanned it into their system. It will also go onto show every stop the package made as it made its way to ******* and go on to show it being loading on a truck for delivery. However none of that happen, because the scammer never dropped it off. I have opened 2 request for a refund from Depop but the close them so fast there is no way they are properly investigating the seller or even making him show proof that he delivered it to a **** facility. I would like for them to look into this matter. I shopped on this app because I trusted that they would protect their customers from scammers, but Im not sure if thats the case. Please help me I work to hard for my money.