Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Consignment Clothes

Swap.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consignment Clothes.

Important information

  • Customer Complaint:
    BBB files indicate that this business has a pattern of complaints. On 5/23/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 6/19/2023, BBB has received a sufficient response from the business who is actively working on the patterns below with the actions included.
    •          Consumers allege not having access to the store credit in their accounts.
    Addressing the lack of access to store credit: 
    a. Conduct an internal investigation to verify the consumers' claims and identify any potential issues with the store credit system. 
    b. Rectify any technical glitches or errors in the system that might be preventing consumers from accessing their store credits. 
    c. Communicate with affected consumers individually, apologizing for the inconvenience and providing assistance in accessing their store credits. 
    d. Implement a more user-friendly and reliable store credit system to prevent similar issues in the future.
    Consumers allege not being able to reach customer service.
    Improving customer service accessibility:
    a. Assess the current customer service operations and identify any bottlenecks or shortcomings that may be preventing consumers from reaching customer service representatives. 
    b. Increase the number of customer service representatives available to handle incoming queries and complaints. 
    c. Improve communication channels by having more agents on email support to ensure prompt and efficient responses to consumer inquiries. 
    d. Enhance the self-service options, such as a comprehensive FAQ section or an online knowledge base, to address common concerns and reduce the need for direct customer service interactions.
    Consumers allege that not all of the clothing sent to the business for processing is being accounted for and claims the business has mishandled and lost some of the consumers’ clothing.
    Resolving concerns regarding mishandled and lost clothing items:
    a. Establish a dedicated team to handle inventory management. 
    b. Implement robust tracking systems to monitor the flow of clothing items from receipt to processing and return. 
    c. Create a streamlined process for consumers to report missing or mishandled clothing items, ensuring prompt investigation and resolution.
     d. Implement appropriate compensation or reimbursement policies for cases where clothing items are indeed lost or mishandled, based on fair market value or replacement costs.
    Consumers allege purchasing items from the website and not receiving them.
    Addressing undelivered online purchases: 
    a. Review the order fulfillment process to identify potential gaps or issues causing non-delivery of items. 
    b. Strengthen partnerships with shipping and logistics providers to ensure reliable and timely delivery of purchased items.
    c. Implement an order tracking system that allows consumers to monitor the status of their shipments and receive updates. 
    d. Investigate undelivered items on a case-by-case basis, providing refunds or resending orders as necessary. 
    e. Enhance communication with consumers regarding order statuses, delays, or any unforeseen issues.
    Proactive measures for consumer satisfaction:
    a. Conduct regular surveys or feedback campaigns to gauge consumer satisfaction and identify areas for improvement. 
    b. Monitor online reviews and social media platforms for consumer complaints, addressing them promptly and professionally. 
    c. Enhance transparency by providing clear and accurate information regarding store policies, product availability, and delivery times. 
    d. Train and educate staff members on excellent customer service practices, including empathy, active listening, and effective problem-solving.
    Communication and transparency:
    a. Establish clear lines of communication, such as an easily accessible email address, to encourage consumers to voice their concerns directly.
    b. Implement regular updates via email to inform consumers about any changes, improvements, or resolutions to their reported issues.
    c. Maintain an informative and user-friendly website that includes comprehensive FAQs, a dedicated contact page, and clear policies to address common concerns.


Complaints

Customer Complaints Summary

  • 137 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2023

    Type:Product Issues
    Status:
    UnresolvedMore 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.
     
    Complaint: 20706412

    Ive had problems with these emails going to Spam, which I have now fixed. I dont know how to reach the owner of this company--as she suggested in her reply. But there was no contact information that I could see.

    So please keep this case open because nothing has been resolved, and I am owed a lot of money. Can you provide me with a contact # for the owner?

    Thank you,
    ****

    **** (*****) puharich | ************



    Sincerely,

    *************************SE, ALL THE CLOTHES LEFT ON MY ACCCT, WHICH YOUR ** HAS CLAIMED WORTH AT LEAST 1K!5. MY EMAILS SINCE 12/16 FROM SWAP PROVE SOLD:3/22 - 4.79 3/21 - 3.89 3/19 - 3.19 3/19 - 5.99 3/17 - 7.99 3/16 - **** 3/14 - **** 3/12 - **** 3/12 - 7.99 3/11 - **** 3/ 08-**** 3/6 - 6.39 2/28 - **** 2/24 - **** 2/23 - 13.59 2/23 - 6.39 2/22 - 6.39 2/22 - 6.39 2/21 - 6.39 2/19 - 6.39 2/18 - **** 2/18 - 9.59 2/13 - 5.30 2/11 - **** 2/11 - 9.59 2/11 - 7.79 2/9 - **** + **** = 7.98 2/8 - 6.39 2/5 - 9.59 2/4 - 7.59 2/1 - 9.59 2/1 - 11.99 1/31 - 7.79 1/30 - 6.39 1/28 - 9.59 1/27 - **** 1/24 - 12.59 1/24 - 4.89 1/21 - 6.64 1/17 - 11.19 1/11 - 7.69 1/6 - 6.00 1/5 - 9.99 + 9.99 =19.98 1/5 - 5.99 1 /4 - 5.99 1 /4 - 5.99 1 /4 - 5.59 1 /3 -9.59 - - 5.99 1/1 - 6.00 12/31 - 6.00 12/29 - 5.99 12/28 - 9.99 12/27 - 5.99 12/27 - 9.99 12/27 - 9.99 12.27 - 9.59 12/25 - 7.19 12/17 - 6.49 12/16 - 10.00 = ****** I NEED TO SPEAK WITH A LIVE PERSON ASAP, THIS IS THEFT. I EXPECT PAYMENT ASAP!

    Business Response

    Date: 10/10/2023

    Last year Swap went bankrupt. The company I work for purchased it and has been managing the site on a new Swap Shopify Platform since earlier this year. While we did retain some information on old account credits, we did not receive much inventory. if your items are not currently listed on the new site, they were likely rejected and recycled when the old Swap went down. If you can send me the email address attached to your old account, I will happily check our records for any old credits and apply them to your new Swap Shopify account. Thanks!

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.