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    Swap.com

Ratings On Other Platforms

Trustpilot
4.3 / 5
Better Business Bureau
1.1 / 5
Corporate Values

Overview

Swap.com has a consumer rating of 3.87 stars from 1,135 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Swap.com most frequently mention great prices, free shipping and name brand.Swap.com ranks 1st among Swap sites.

  • Service
    100
  • Value
    97
  • Shipping
    98
  • Returns
    60
  • Quality
    94

This company does not typically respond to reviews

Positive reviews (last 12 months): 13.5%
Positive
5
Neutral
1
Negative
31
View ratings trends
34
See all photos

What reviewers want you to know

Positive highlights

  • I love going to thrift stores for those hidden treasures...
  • I have never experienced an easier and better return policy from a store like this, and they have sales regularly.

Critical highlights

  • Jen@ Swap.com, SHE FORGOT, HORRID CUSTOMER SERVICE!
  • I packaged everything carefully and now they say they can't find the return and therefore I get no store credit.
How would you rate Swap.com?
Top Positive Review

“Fabulous Site!”

Brandie P.
2/16/21

I've shopped the swap site several times in the last year and LOVE LOVE LOVE Their prices! (Except for shipping fees. Seem stupid to get a few pieces of 2nd hand clothing and have to pay shipping fees. So sign up to their site and you'll receive updates of their sales and look out for the emails that have the free shipping promo code!) If you like clothes and for garage sale prices then go check out their site! You'll find awesome deals and receive your items wonderfully packed withe each item separately bagged for it's safety!

See positive reviews
Top Critical Review

“2 months and item not shipped”

JAY H.
1/27/22

I ordered two items from this company and as of 1/27/2022 it has been 2 months and the items have not even shipped. Been ordering from Swap for 4 years and had no problem but as of about 1 year ago Swap has basically stopped shipping items. The worse part is that I have written customer service 5 times and they have never gotten back to me to explain what is going on. Wish I could give them no stars. STAY FAR AWAY from this company. Also, You'll also have to use your credit card company to get a refund.

See critical reviews

Reviews (1,135)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (107) store credit (43) thrift store (33) return policy (20) quality items (16)
jayh838
1 review
2 helpful votes
January 27th, 2022
Verified purchase

I ordered two items from this company and as of 1/27/2022 it has been 2 months and the items have not even shipped. Been ordering from Swap for 4 years and had no problem but as of about 1 year ago Swap has basically stopped shipping items. The worse part is that I have written customer service 5 times and they have never gotten back to me to explain what is going on. Wish I could give them no stars. STAY FAR AWAY from this company. Also, You'll also have to use your credit card company to get a refund.

Tip for consumers:
Don't use it. They never shipped items from one of their warehouses.

Service
Value
Shipping
Returns
Quality
paziar
6 reviews
29 helpful votes
February 1st, 2022

I ordered an item on 12/15/21. It is now 61/2 weeks later and still do not have my order. Web site states they are behind, now processing orders placed between 12/27 and 1/6/22. But yet my order still has not processed! I have contacted 5 times with only an automated response to check web site for frequently asked questions!. I am now requesting a refund. I don't have high hopes of receiving it though. Learn from my mistake, stay away. They will never see me again.

Tip for consumers:
No way to get real customer service, i e, talk to a person for answers.

Products used:
none

Service
Returns
brandiep9
2 reviews
3 helpful votes
February 16th, 2021

I've shopped the swap site several times in the last year and LOVE LOVE LOVE Their prices! (Except for shipping fees. Seem stupid to get a few pieces of 2nd hand clothing and have to pay shipping fees. So sign up to their site and you'll receive updates of their sales and look out for the emails that have the free shipping promo code!) If you like clothes and for garage sale prices then go check out their site! You'll find awesome deals and receive your items wonderfully packed withe each item separately bagged for it's safety!

Tip for consumers:
Sign up to their email list for promo codes sent often especially free shipping!!!

Products used:
Skirts, shorts, casual pants, dress pants, sweaters, tank tops, bikini tops, baby rompers,

tiliah
2 reviews
34 helpful votes
September 1st, 2020

Do not believe the better reviews. They are fake. This company used to be fine, but no longer.
They currently owe me $70 for an order they randomly cancelled but kept the money for. No email about it, no contact whatsoever, they just cancelled the order for no reason and kept my money. Customer service is absolutely heartless and does not care even a little bit. Save yourself the grief of dealing with these people and buy from a real shop, in person. They also use the absolute cheapest possible rate with FedEx, so their packages are always late. Seriously, every time. They just don't care about you in the slightest.

Tip for consumers:
Just don't use this site. Poshmark exists if you must buy online. It's more expensive, but at least you're not throwing your money away.

Products used:
I have bought clothes from this company many times, mainly before they sucked. They were fine until this year, and then they suddenly turned seriously evil. Probably sold it and whomever bought it is the devil himself, although the devil probably would at least have more panache than these gross mortals who just nickel and dime their customers for their own gain, selling shockingly sub-par items now. And, as I mentioned in the review, they have just flat out stolen $70 from me. It has been 10 days, we will see if I get it back, because their CS is flat out awful.

Service
Value
Shipping
Returns
Quality
wayne.
1 review
5 helpful votes
December 17th, 2021

If I could rate zero stars I would. I have ordered in the past and to this day have never received any package. My aunt recently ordered from them and of course she has waited over a month and still nothing. I also want to point out that every review on their site appears to be fake. Not one single review is negative. This company is criminal and needs to be shut down.

Tip for consumers:
DO NOT USE THIS SITE

Products used:
Pants

Service
Value
Shipping
Returns
Quality
stephanied1124
1 review
15 helpful votes
May 24th, 2021

This used to be a good thrift shopping experience. Now the site has gone way downhill. Most of the clothes are barely donation quality. The only ones that are halfway decent are way over priced. And you have to search for hours to find a decent cart full, which I did only to find upon trying to check out that all of the items were "no longer available". Hours of time wasted because they no longer update their website apparently. Awful experience! This is the second time it's happened and the last.

samr199
65 reviews
41 helpful votes
December 10th, 2021

I've personally used swap.com numerous times and I have never had any problems with them. They provide amazing second handed clothing and accessories for prices even cheaper than goodwill. Not to mention they ALWAYS have sales and promo codes so you're bound to get clothing for a few dollars each as well as for free shipping. I've found brands such as Juicy Couture, GAP, as well as VS. I especially love how they describe each listing on their website accurately based on the items condition. My only problem would be the fact that trying to search for a specific item as well filter items is kind of annoying, a lot of the time it will return no result.

Products used:
t shirts, jackets

Service
Value
Shipping
Returns
Quality
krism271
1 review
4 helpful votes
December 23rd, 2021
Verified purchase

I have been a frequent and loyal customer of swap.com for years and always gave them 5 Stars for value and customer service…but NOT anymore! I'm not sure what's happened but the entire year of 2021 has been a complete failure in service on their part and a constant source of frustration for me. Orders have taken up to TWO months to be shipped out from date of purchase. Returns I sent back months ago are still NOT processed. And customer service is nearly nonexistent! I have had maybe 1/4 or less of my inquiries about orders/returns responded to! Literally NO return response from customer service regarding important and legitimate issues. Money I've spent with their company but have received NOTHING in return. Oh! And about 1/3 of the items I ordered (in multiple orders) were suddenly ‘unavailable' or went suddenly missing by the time items were finally shipped (over a month later in most cases). I was eventually refunded but cannot fathom how this regularly happens with this company. I suspect they won't be around for much longer—I've already switched to ThreadUp where customer service is awesome!

Tip for consumers:
Very slow shipping! Almost two months in some cases. Returns still not processed after 6 weeks since arriving at their warehouse. I have switched to ThredUP instead!

Products used:
Purchased apparel and coats.

autumnw44
1 review
11 helpful votes
December 5th, 2020

Swap.com has twice in the last month excluded items from my order and charged me for them. They were more pricey items (in the $40 range). The first time I thought it was a fluke, but now that it's happened again, I'm beginning to wonder if it's not done on purpose. I've tried several times (3 or 4) reaching out to their customer service, with no response. They are completely ignoring me. I ended up having to dispute the charges through my credit card company. Save yourself the hassle and shop elsewhere. Shame on you Swap.com.

melaniew34
9 reviews
23 helpful votes
September 16th, 2021

I have sent boxes and boxes of clothing in like new or new with tags condition - where did they all go? Disappeared into thin air, being picked at amongst their staff - an absolute scam and I will never send them any clothing again. It's nothing short of theft. For all the boxes I sent in, my reward was a choice of $19.25 in store credit, which this amount NEVER changed despite the further sales of the few clothes they did put up and that sold. Where were these funds going and why are you even bothering to tell me when none of what I have ever sent you guys is going to benefit me. I am sending in clothing for two reasons it seems - to add to their personal closets and to make them money.

What is really criminal is their BS excuses about over filling boxes and the $10 fine you get for this, plus the $10 fine for items they "reject" and then the $10 shipping charge. So you are already owing them $30 every time you send them a box? OMG never again! Go ahead Swap.com, steal my clothing, rip me and other sellers off and make a bunch of money from scamming sellers. Sooner or later you guys are going to have a class action lawsuit on your hands that will take it all back and then some. You think I don't know what I put in my boxes that I sent to you and the value and the expensive stuff that disappeared. I am on to your game and I am sure other people will realize this too. DONATE your clothing if you don't like to list your own items on line. Get a tax write off. It will go to a good cause. I recently spent my entire $19.25 in store credit, if I had taken it in cash then I would still be owing money to these fools. I better at least receive two decent items for all the crap you have gotten from me. Absolute crooks!

Tip for consumers:
Don't ever send your items to this website to sell. They will steal them and rip you off! GUARANTEED.

Service
Value
Shipping
michaelb7595
1 review
1 helpful vote
January 31st, 2022

Swap used to be a great company - great finds and prices, reasonably fast shipping, very fair return policies, etc. I don't know what happened, but over the latter half of 2021 their business crashed and burned. I ordered items on 1/13/22, and soon thereafter was told they were way behind on getting orders out. No worries. Then as they're about to ship I get an email stating that half my order was no longer available and they would get my refund to me "as soon as possible," but no date was given. Why did I have to wait 3 weeks to hear the items wouldn't be available? That's evidence of a completely broken inventory system. Tldr: It's likely you won't get what you ordered.

stephanw29
1 review
8 helpful votes
September 22nd, 2021

He never answer me I am now going on five weeks to get it resolve I email them and they got back to me and said it could take 7 to 8 days to get back to me I on my 7 day now I done this twice get no were if it take that long they must have a lot of complaints And forget the phone you can't get anyone I won't but anything a gain they won't give me my money just a credit When I ask Peter when I get my refund no answer What a guy I will let you know how it ends

Tip for consumers:
waited two never got them

Products used:
pants blouses shorts

Value
Returns
Quality
klayb2
1 review
5 helpful votes
August 27th, 2021
Verified purchase

I've been waiting for 14 (business days) for my refund. I keep getting the same canned response (your refund could take up to 10 business days). I have a feeling I wont be seeing it anytime soon. Be sure what you buy wont need to be returned. You might as well give it to Goodwill.

Tip for consumers:
Avoid this site

Service
Value
Shipping
Returns
Quality
js1198
1 review
43 helpful votes
February 19th, 2020

This company is an absolute joke! They will charge you to send them clothes, reject half, sell the other half for a nice amount and by the time they take out all their fees you won't even get back what you paid them to sell. They also don't issue payouts or take care of their customers. You are better off using Facebook or a garage sale to sell your clothes.

michellet32
Swap C. – Swap.com Rep

Hello JS,

We are sorry to hear you are not satisfied with your seller experience at swap.com. As we continue to improve our inbound processing our acceptance criteria has become stricter to ensure we maintain a quality selection of items that sells quickly. While we try to make a place for all sellers to be profitable we do understand that it is not for everyone. Based on your review it seems as though you sent in several items which did not meet our acceptance criteria and as such you may have incurred additional fees, for having a high reject percentage, as noted when you signed up for a swap.com account. We are sorry to hear that because of this you were not able to make a profit on your latest shipment, and we hope you will give us another try in the future so that you can see how profitable our company can be as a seller.

Best regards,

Swap.com - Patrick C.

teresaj330
1 review
1 helpful vote
October 15th, 2021

I used to love Swap.com but I am continuously being sent clothing that is child sized but was mislabeled as women's. I have had to consistently return items because they were listed incorrectly. Also, while I understand their reasoning for slower shipping, I don't understand why it takes me more than a month to receive my items. My orders are always stuck at "processing" for weeks before they even ship. I love their site but currently have not been as impressed and instead quite aggravated.

Products used:
Women’s clothing

Service
Value
Shipping
Returns
Quality
hollyc515
1 review
5 helpful votes
December 22nd, 2021

Ordered on Dec 6. Received email stating delivery Dec 13-16. No arrival. Customer Service said I need to allow 10-15 business days for an update to ready to ship. No update. No reply. They also said that shipping could take another 5-15 days to arrive after they are "ready to ship". I have shopped here for YEARS... continuously going down hill. They should not send emails w phony dates for delivery... also on their app you can add expedited shipping which I paid for last order, to complain about and they said they did away with expedited shipping last year asked me what kind of phone I use cuz the app had to be updated. I asked for a refund for that shipping. Never got it. Gave them one last chance. I could have walked to their warehouse and back by now.
Submitting charge back. Done. DO NOT SHOP!

Tip for consumers:
Look elsewhere

carolineb153
1 review
16 helpful votes
January 9th, 2020

Product is poorly presented and described. And it smells! Will not shop with SWAP again. Terrible customer service.

michellet32
Swap C. – Swap.com Rep

Hello Caroline,

Thank you for your review. We sincerely apologize you had some struggles with a recent interaction. We take great pride in servicing our customers, so I am very sorry to hear your experience wasn't like that. We will review your account and coach appropriately.

Sincerely,

Patrick C. -Swap.com

carrieh127
3 reviews
36 helpful votes
January 25th, 2022

In a previous review I actually recommended this company. That is no longer the case. I'm currently trying to get a cash refund of my last return and closing out the account. There have been several cases of orders not being filled correctly, it takes several weeks to receive items, several weeks to receive a refund, orders have been cancelled several times due to items no longer being available (note sure how this is possible), and inquiries get no response. Really this could be a case study of how not to run a business.

Service
Value
Shipping
Returns
Quality
haleym163
1 review
1 helpful vote
March 18th, 2022

I ordered from swap.com a few years ago for my daughter, Great experience. I ordered recently for my husband (a bunch of Ralph Lauren polos), I usually check reviews BEFORE ordering but due to my great experience before, I didn't check until sometime after I had already placed my order. Whew, All of these bad reviews had me nervous! I ordered on 3. 4. 22 and received my order on 3. 18. 22, The site says they're experiencing shipping delays so I honestly wasn't even expecting it to be just 2 weeks. Now about the items, Every single shirt is in PERFECT condition and saved me tons of money! Especially with the 40% off referral! Both times I have received all of my items (in amazing condition) and in a timely manner! I would definitely shop swap.com over and over again! Not a fake review lol!

Products used:
Shirts

michaelh2911
1 review
15 helpful votes
October 12th, 2020

My order of 70$ haven't shipped out in over 2 weeks. Customer service doesn't reply. I used a prepaid visa so i bet they took advantage of that.

deeu17
1 review
1 helpful vote
December 26th, 2021

It's officially been a month since I ordered from Swap. Surprise surprise, my order is still processing. These did not come in time for Christmas or my upcoming trip.

Service
Shipping
jacobr320
5 reviews
2 helpful votes
February 23rd, 2022

Great customer service, huge selection of high quality clothes
thanks for good service and fast delivery

reneec319
2 reviews
22 helpful votes
October 30th, 2020

Do NOT send anything of any value to them. The payouts take forever and they are not fair, and you will always owe them money for their "inbound" fee. Use ThredUp instead.

ashleya73
11 reviews
42 helpful votes
October 20th, 2021
Verified purchase

I've spent thousands with this site over the past 3 years. I've had a few issues, but nothing that wasn't resolved quickly. The past few weeks however, I feel I may never buy from them again. I placed 3 orders on 09/20:

Order 1: Everything but 1 item shipped in 1 week. That item was cancelled because they were out of stock.

Order 2:1 item was not new with tags as described. Another came damaged. Shipped after 1 week.

Order 3: Took 3 weeks to ship 5/8 items only after I threatened a chargeback. Had to resort to that because multiple social media posts and emails went ignored. 1 item was not new as described. The other 3 items never shipped even a month later. Contacted customer service, they said I should just go on the site, and open a return for the 4 items. I can't because it was a guest checkout. No reply in a few days.

It took 2-3 weeks for a refund for 2 of the items. Filed a complaint with the BBB because I can't get them to send me the items, or a return slip for 1 item. Their excuse is Covid, and a big spike in sales. You've had 18 months to figure this out like every other company.

Tip for consumers:
Give it 2-3 weeks on average now and maybe you'll get what you ordered.

Products used:
Clothing and shoes

Service
Value
Shipping
Returns
Quality
carolk475
1 review
18 helpful votes
February 14th, 2020

I ordered a Lauren skirt. They had one left. It came today. I am so delighted with it. It is exactly what I want and such a bargain and brand new.
A lovely print long skirt of polyester voil. Wonderful for travel. Very Happy

michellet32
Swap C. – Swap.com Rep

Hello Christine,

Thank you for taking time out of your busy schedule to write this wonderful review.

Our goal is to provide quality items at great prices, so we love to hear that is what you are experiencing.

We are very glad you enjoy shopping on our site, and we look forward to a continued partnership!

Sincerely,

Patrick C. - Swap.com

Q&A (96)

Answer:

I have only placed one order so far. I ordered 10 blouses. I returned 5, due to size issues. All 10 blouses were nice, but 5 did not fit quite right due to different manufacturer's. You need to get an RMA # for returns. I was promptly refunded my money for the 5 blouses. I would order again in the future. I am not aware of any return quantity restrictions. Hope this helps.

By Eva M.
See more answers (18)
Answer:

If you want to sell clothes, all the information is on their website. Basically, they get a percentage and then they pay you thru an existing PayPal account that you set up.

By Dawn W.
See more answers (10)
Answer:

I don't think so. I've sold and from my experience it varies. The things that I thought would sell first, haven't sold yet. It varies by what people are looking for at the time. I've bought all different seasons at random times. I buy by what's a great deal. When selling, group like items together. I've noticed multiple things sell first.

By Cassi E.
See more answers (5)
Answer:

Hi Jo, That is correct. You can return items that do not fit as long as you request the return within 30 days. We will send you a pre-paid UPS shipping label to send back your return free of charge. Once the return is received, we will refund your card within five (5) business days. If you have any further questions, please do not hesitate to contact us at assistance@swap.com. We are happy to help! Best, Matt

By Swap C., Customer Service Representative
See more answers (5)
Answer:

There's no way for them to go over prices. They have to see the items and determine from going over it, if it's acceptable, once it's accepted, then you have to determine the price you want to sell it for. You could try searching on their site for similar items and see what they are priced at. I did notice when pricing my items that I'd get a little notice with recommended prices, which was very helpful. I didn't have a good experience selling but many others have. Make sure you take pictures of your items, that's very important. I appreciated that their site is set up to allow you to take back your items if you changed your mind about selling them. I'm in the process of getting back my items. Hopefully it works out well and I get all my items back.

By Barb W.
See more answers (5)
Answer:

BOLINGBROOK, IL US

By Danisha B.
See more answers (4)
Answer:

Hi Patricia, We are on about a 55-60 day delay in processing inbound shipments. When your items are processed, you will be notified via email that they are ready to be priced. Have you sent an email to our support team at assistance@swap.com yet? A member of our team can look up your account information and give you a better idea of exact when you can expect to see your items. Thank you, Lauren Swap.com Support Manager

By Swap C., Customer Service Representative
Answer:

I have only had one experience with this site as a buyer. I bought a 1X BB Dakota sheer sheath tunic/dress. I received the dress promptly, but it was very undersized through the chest, bust and hips. On top of that, there were no fabric content or care labels and there were snaps at each shoulder indicating that there should have been an underlining. Swap.com offered me a store credit, but I would have to pay return shipping. I think that sizing and reviews should be provided for each item. Also this same dress was listed different ways on their site - as a tunic and as a dress. It was so plentiful that it would lead me to believe that the dress just doesn't fit true to size. So buyer beware when it comes to sizing.

By Alane D.
See more answers (27)

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About the business

Swap.com is the largest online consignment and thrift store for women's and men's apparel, baby, kids' items and accessories. 100% Satisfaction Guarantee.

Company Representative

michellet32
Swap C.
Customer Service Representative
Typically does not respond to reviews

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