Swap.com

Hello Heidy, I greatly apologize for any inconvenience. A message was sent out to our sellers back in January regarding the policy update for non accepted items. I have included that message here for your reviews:"On Wed, Jan 20, 2016 at 8:01 PM, Swap.com Support[redacted]@swap.com wrote:Swap.com, your Online Consignment Store for Baby, Kids Items and Women's ApparelImportant Information Regarding Your Account View in your browserSwap.com Online Consignment Baby & Kid’s Women’s Maternity ConsignRejected Items on Your AccountAs one of our valued sellers, I wanted to reach out to you about any rejected items that may still be on your account. When your items were added, we sent you a message to let you know that they are ready to be priced. There is a 14 day window to decide whether you would like to have your rejected items shipped back to you or whether you'd like to donate them instead.Starting on February 1, 2016, we will be enforcing this 14 day time period for your rejected items.Any rejected items that are still in your account on February 1st will be removed. Moving forward, any rejects that remain on your account will be removed after 14 days. I want to give you a heads up so that you can decide what you would like to do with those items.To send them home, please log in to your Swap.com account, go to My Account at the top right hand corner, then click on Ship items to me. You can use the filters to view the items not accepted by Swap.com. The rejected items will be displayed and you can select the items to ship them home for a simple fee of $4.99.If you would prefer to donate the items, log into your account, click on My Account at the top right hand corner, then click on SureSell and donate. Your items will be displayed in the order that they were added to your account. You will be able to select the rejects that you do not want sent home then click the blue button on the left side of the page that says "Donate selected items."If you have any questions about your items, please reach out to our support team at [redacted]@swap.com, our team will be more than happy to help.Best,Lauren Z.Manager, Customer Experience"Lauren was our manager who had sent this communication out in January.  The Gap outfit you sent in was not accepted, and because it surpassed the 14 days based on our policy, this was donated.   and the communication on the policy update that was This process is also documented in our Help Center on our website.  I greatly apologize for the inconvenience.Sincerely,

Complaint: 11631770
I am rejecting this response because:You should have alerted your existing customers when you changed your terms. You can't expect every customer to read all your terms every time they place an order. Changing your terms without alerting your customers may or may not be legal but I know it is unethical and certainly NOT aligned with best practices. Please refund my remaining credit or at least 75% of it.
Sincerely,
Sattie [redacted]

I highly recommend swap.com!!! The clothes are like brand new and I really like the packaging. This site has excellent used clothes, very good quality and a vast selection. I will be ordering more clothes in the future for my grandson, he is growing faster than my budget. This is so much better than having to go to the other consignment stores to fight the crowds for sales. I am amazingly surprised with my purchase. I ordered 6 items: 1 cool pair of walking shoes $10, 2 casual jeans $9, 1 casual pant $4, 1 dress pant $5 and 1 camo pant $5. All brand name items in excellent condition. My total was $33 and I got free shipping on my first order. This is a terrific site that also offers hassle free returns. If you like shopping at thrift stores, you will love shopping at swap.com!!!

Hello Heidy,  I greatly apologize for the inconvenience.  I've reviewed the return again, which is on RMA 872020001.  In reviewing the reasons for the return, I show that $58.98 was due to the reason of (Do Not Like). I show one item worth $3.99 was for (Item Not as Described - Item was velour, not fleece).  Based on our Returns and Refunds Policy which is on our Help Center on our website, and noted in the seal at checkout, it clearly states that if the reason for (Do Not Like) is selected then a store refund would be provided.  That is why $58.98 was issued in store credit.  Due to the fact the one item was not as described with the material not as stated, that item of $3.99 was credited to your original form of payment.  I've attached our Returns and Refunds Policy from our Help Center for your review:[redacted]Our Returns and Refunds Policy changed the end of April, and the updates were online prior to that change.  I apologize that your original return did not state that any of the items were damaged, which is why the return was processed as it was.  I also apologize your store credit was not yet available on your purchase of $73.97, which you placed on August 8th.  The return was placed on August 6, and the store credit would not be applied until we received the return back to our warehouse.  Also, when you purchased the $73.97 in merchandise on August 8th, you checked out as a guest.  In order to utilize your store credit, which is now available, please access that under your account [redacted].  This $58.98 will not expire.    Please make sure you utilize this account for checkout on your next purchase, so the store credit can automatically be applied.  Sincerely,  Jen

Complaint: [redacted]
I am rejecting this response because:I am already familiar with the policy. I am asking for a reevaluation of my return items and more information regarding those items (item numbers, original description and reason).  This is the same automatic response I get to each email I send this company. 
Sincerely,
[redacted]

I had a wonderful experience with Swap and will be shopping with them again. I did have some items that I accidentally ordered in the wrong size, returning them was free and I received full credit. Highly recommend this way of shopping and this company!

LOVE THEM!!!! I got brand new looking clothes for both of my daughters. They are brand name and they were packaged well and shipped fast. I would never have been able to afford the kind of clothes they got if I had bought them "off the rack.." This place has been a blessing to my family (wine taste, beer budget syndrome) I will be back!!

This is the most amazing site ever! I've told all my friends and family about it. They have something for everyone! You can't go wrong with swap.com!!!!!!

Site is easy to navigate and making purchases is a breeze. A very efficient operation and excellent service, too. This is a financially secure site so no worries using credit card. Great bargains can be found at Swap.com .

Hello Sattie,  I greatly apologize for any confusion you had with our return policy.  Our policy was updated on April 28th, and the updated policy was available on our website prior to that date as well.  Also at time of checkout, if you click on the green return seal, it...

outlines what return reasons will receive credit back to the original form of payment and when a store credit would be issued.  Currently you have the following store credit on the following accounts:Account [redacted] - $20.00Account [redacted] - $687.101.  RMA - [redacted] - $127.80 to PayPal.  You had $20.40 in missing items that could not be returned as we did not receive them back.  2.  RMA - [redacted] - $111.80 we applied to PayPal last week due to the timeframe you purchased the items.  You had already had $10.00 from this RMA applied to PayPal. 3.  RMA - [redacted] - $48.50 in store credit.  Based on the date of this purchase, I could provide you credit back to your original form of payment for the $48.50.  4.  RMA - [redacted] - $190.20 in store credit.  5.  RMA - [redacted] - $279.90 in store credit and $47.00 to PayPal.  6.  RMA - [redacted] - $83.60 in store credit.  7.  RMA - [redacted] - $46.70 in store credit and $4.00 to PayPal. 8.  RMA - [redacted] - $29.00 in store credit and $4.00 to PayPal.  I apologize for any inconvenience.  Our Returns and Refund Policy was updated online prior to the change in policy so customers had visibility to these changes.  I've included the link to that policy for your review:http://support.swap.com/hc/en-us/articles/203331335-Returns-and-Refunds-1...⇄ credit codes had been sent to you and were applied to your account.  The only one that had not been added was the credit code for $279.90, which we applied for you last.  That was credit code CMJPDB7KHTT9.  Again, I apologize we cannot reverse the store credit and provide credit to your original form of payment.  Our systems are set up to mirror our policy.  Based on further review of these orders though, I have provided you $48.50 back to your original form of payment due to the timeframe of the purchase.  As mentioned above, I've outlined the store credit you have on each account, and these are available to utilize immediately and do not expire. Sincerely,

Swap.com is amazing. Excellent clothes both new and used. It is VERY easy to use and if you need to return an item it is even easier! I would recommend this site to anyone.

Complaint: [redacted]
I am rejecting this response because: I reject this response, I feel the company is hiding behind their policies to issue me a refund. There is no reason why they would not be able to issue me the refund to my card at any time, every company has the ability to do so especially since they use PayPal, this is a one click transaction and results in an instant refund immediately. This is really a no brainer, their returns policy changed and I was not made aware of it and when I purchased replacement items to make up for the items received that were not to standard I should have been credited then and there and would have been no issue. They are refusing to issue me a credit to my card for the items already purchased, there is no reason for this and I really don't know why they are being so difficult. It shouldn't matter when the order was placed and in my case it was placed immediately after having to return items. Every business has the ability to issue the customer a full refund at any time but SWAP.COM is refusing to do. In addition, they are using vague returns policies that takes the rights of consumers away from them by arguing with them over the quality of items received from the consignment store. A customer should always have the right to a full refund and not a store credit if they so choose. In essence, if you purchase from them and don't like the quality of what you received bearing in mind this is a consignment store and the items are used you are now forced to continue to purchase from them because they will not return your money. I no longer have faith in the quality of the items I receive from them and since their is no way of knowing what I will receive and their returns policy is thus I urge consumers to look elsewhere so you don't end up with your money being held hostage by a company that refuses to even offer customers a full refund for the items they choose to return. This is a scam and no different than being robbed when you consider you purchase an item that is sent to you, you don't like it, send it back and they keep your money. This is exactly what happened to me. Please be aware of this and take it into consideration when you consider purchasing from SWAP.COM. Many families shop consignment to save money and really none of us can afford to give it away or have it taken by shady practices like these. 
Sincerely,
Heidy [redacted]

I was referred to Swap.com by a friend and finally placed my first order. The merchandise that I purchased was in perfect condition (which I did not expect). The package arrived fast and each item was individually packaged. I was very impressed and will definitely use swap.com again. Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Joan O[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Bridgette [redacted]

I have shopped at Swap.com many times and I have received exactly what I ordered, in great shape and delivered in a short time. I love this site and would recommend to anyone for saving money and getting cute clothes and accessories.

I got my items quickly and they all look brand new. Thank you!

dir="ltr">Dear Ms. Sue Lily, 
We have had the opportunity to pull all of your items to send back to you. With the amount of items we needed to pull, this took some time. These items were shipped on Monday, October 10th.  
The items are in 6 separate boxes and the tracking numbers are as follows:
661090114175661090114164
661090114153
661090114142
661090114131
661090114120
Regarding the Halloween costume kits, we would need a detailed list of what you were missing so we could investigate this situation.  
Sincerely,  
Swap.com

This is by far one of the TOP companies out there for on-line buying!!! When it comes to shopping for your children, you want the best and I'm a bit skeptical when it comes to previously owned clothing, toys, books etc. SWAP.COM has turned my opinion around completely! SWAP.COM is thorough, pictures are clear, details are precise, and delivery is fast! Once the items are delivered, they are individually packaged and labeled!! A MUST!!! for every parent out there.

Hello Sue,  We apologize for any inconvenience.  After further review of your account, it was identified that we still had a handful of items that we needed to ship back to you.  The following items were shipped out to you on October 27th.  We apologize for the inconvenience.  This is what was sent to Sue Lilly: