689 total
Placed my order 10/10/22. expected arrival date was 10/17 through 10/21. Order still shows processing and I've not received an email response with my order update or an expected shipping date. Text messages from the company are apologetic but otherwise unhelpful. It seems the company can't keep up with demand and should update their processing/shipping times to reflect that.
Date of experience: October 10, 2022
I have bought several times on swap.com and have never had a problem even when the purchase wasn’t exactly what I expected. The problem was resolved with great satisfaction. I would recommend to anyone that is looking to expand their wardrobe to take a look, buy it and if your not happy, let them know and they will help you make it right.
Date of experience: May 19, 2022
I used to really like swap, but recently it has gotten really bad. I ended up getting an order where close to the entire order was wrong, and had to fight to get my $4.99 back. I am also not happy with the refund policy where they refund back store credit first instead of using other payment methods. I wouldn't have an issue with this if the refunds were because I just didn't like or want something, but when almost an entire order is wrong, I don't feel this is very fair.
Date of experience: October 01, 2022
Swap.com needs to require higher standards on their products. The garments stink. I have order several times and received dirty clothes. There is nothing more disgusting and disappointing than opening the little smelly bags they send.
Also! You WILL RECEIVE ORDERS that conveniently have your favorites just dissappear from your order and THEY DO NOT NOTIFY YOU BEFORE SENDING YOUR ORDER. YOU JUST DONT GET IT. Weird.
It's hit or miss. The prices are NOT THAT GREAT. THRED UP ROCKS! Thred up has MUCH HIGHER STANDARDS....and you ALWAYS GET WHAT WAS IN YOUR CART AT PURCHASE. ALWAYS!
Date of experience: August 15, 2022
Shipping takes forever. That is explained in their help section, but I think it should be better advertised upfront. I waited almost a month for the items I ordered. Shipping is also expensive, and you also have to pay shipping for returns. It's also frustrating that you get store credit for returns instead of having the money returned in the original payment form. This is made clear before purchasing, but still frustrating. So much unnecessary plastic is used in the shipping process. Many item descriptions are lacking information. Nothing about the process is very convenient. It was cool to try, but I will stick with physical thrift stores.
Date of experience: October 03, 2022
It took forever to receive my purchase (3 weeks) and then a few items were missing although credited. No customer service phone number, only email which no one ever contacted me. I’m not sure I would use them again.
Date of experience: December 15, 2023
The website does not have a phone number to contact customer service AND the link to email them does not work. I've independently emailed them and have not heard back 4 weeks later. It is very disappointing that there is NO VIABLE way to get in touch with customer service. I would think twice before doing business with them going forward, until they fix their customer service issues.
Date of experience: April 03, 2023
The issues I will address here are regarding items from more than one order. I am finding there to be issues with most every order anymore. Items are, all too often, misrepresented on the description of the item. An item I am returning from this order was identifed as being a (man's) size extra-large. The label is clearly marked as a size 50-52! Jeans ordered before this last order came with grease marks on them. My husband liked them so I worked my magical laundry skills to remove the grease. Slippers purchased were coming apart on the bottom, something not able to be seen in the on-line photo. The sole quickly separated from the slipper itself after wearing them three times. I am presently undecided about shopping with Swap again. They do have some wonderful items to purchase. I have been very pleased with many of items, most actually, but those bad ones surely have discouraged me.
Date of experience: February 01, 2023
Free shipping should be available for a $75.00 purchase - $100 is too high. Also, it is more difficult to buy items, because return shipping is now being charged. People cannot buy items they might like because you must pay to return any item that does not fit.
Date of experience: August 01, 2022
Swap.com sent clothing that was true to size, appeared to be brand new, and it arrived in a timely manner. I will continue to do business with them often; it sure beats paying full price (the bargains here are unbelievable!) at another store.
Date of experience: March 04, 2022
Ordered some clothes 2 weeks ago. Wondered why I hadn't gotten any tracking information and had to wade their maze-like FAQs just to find out they are VERY behind in shipping. The shipping dates in my email were off by quite a lot and I can't reach anyone in customer service. I would be more patient if I wasn't lied to about shipping dates and if they got their act together. I'm tempted to do a charge back because you can't reach anyone to cancel. Not cool, swap.com.
Date of experience: October 31, 2022
I ordered on October 15th, 2022. Not only did I wait a month for shipment, when I did finally receive my package 2 of my items were the complete wrong items! One of them didn’t even look remotely close to what I had ordered. This is extremely disappointing. I am still waiting on a response from their customer service, who are so unreliable and slow as well. Trust I will never be ordering from this company again!
Date of experience: November 16, 2022
Which order Order 5999114045-18062219820?You canceled part of it. I returned the shoes- no credit yet.
Or order 5999114045-18101731480? I have never received notice of shipment, let alone the order. I have emailed numerous times and no response. I even called. No response. Contacted BBB, no response. Swap owes me $11.04 for the returned shoes and $14.64 for order ending in 480, never sent.
Date of experience: April 03, 2023
Horrible I paid for three cardigan sweaters came to a total of $27.84 which included the postage I only received one sweater they lied on the invoice and said the total order was $9.99 but they only refunded me $6.42 so they still owe me a refund of $17.85 I have the bank records to prove this. This company is getting worse and worse they have messed up three orders in less than a years time. Save yourself some aggravation and don't shop there it's hit or miss
Date of experience: November 17, 2023
Never received my last order. Was charged for it ,
Have turned in to my credit card company.
I am so disappointed,SWAP never answered my emails or calls.
This use to be a great company, it was my favorite but no longer.
Customer service is non existent. Proceed at your own risk.
Date of experience: April 04, 2023
I've used Swap for years, but I think I've hit my limit of frustrations! Last week, I emailed customer service to ask after two orders, which were still processing 24 days and 27 days after the orders were placed. I did not receive a response to my email, but both orders changed to "shipped" the next day, and I received them within a few days. Often lately, I've placed orders and had items suddenly refunded because they're unavailable. this past Wednesday, I received notice that my order, which had shipped a few days prior, was scheduled to be delivered--tracking number, etc. It was not delivered. The very next day, I received notice that this order was refunded because it was no longer available. WHAT IN THE WORLD, SWAP???
Date of experience: November 18, 2022
Getting a hold of an actual person to talk to is nearly impossible. If you do get to talk to an actual person, my experience is, they couldn’t care less. I don’t think I’ve ever talk to a company where they don’t even apologize for their mistakes.
If the shipping company loses your package, they won’t help you with a refund.
They lose your orders (as in the whole order goes missing) and half the time what you order either isn’t what you ordered or it’s out of stock.
If you are able to open a return for something that’s not as described you won’t get a refund for that either.
Date of experience: April 10, 2023
Swap.com changed to a new platform and existing accounts couldn't be transferred. I have approximately $125 credit on the old account that can`t transfer because i have to create a new account. I was informed it was a downfall of the change. So basically swap stole my money. I give them 0 stars!
Date of experience: April 28, 2023
All items from the last two orders I made were cancelled. Plus, no notice of the cancellation was sent. Disappointing to spend timing shopping only to have nothing at all sent. Inventory system needs to be improved, as does communication.
Date of experience: November 01, 2022
Dealing with this company has been the worst experience I’ve ever had. Out of 6 items I ordered, 4 were either the incorrect item or extremely damaged. I sent 2 items back but only received credit for one and they DO NOT REPLY TO EMAILS. This experience has been awful, frustrating and a complete waste on money and time, check the BBB, like I should have done and you’ll see all the complaints about this company. Save your money!
Date of experience: December 26, 2021
