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Swap.com Reviews Summary
Swap.com has a rating of 3 stars from 1,190 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Swap.com most frequently mention great prices, free shipping and name brand. Swap.com ranks 1st among Swap sites.
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I loved Swap and bought clothes for a long time. The shipping was decent and the customer service was decent. Now, my order takes close to two weeks.
Ok Swap is changing things again. I have been getting a small check the first week of the month from swap, well I've gotten two and now I get an email that says my payout has been turned into a bill and will be submitted for approval. I have no idea what that means. This is a new thing and the email didn't even come from swap. They are outsourcing their payout is all I can figure out. My account says I have a payout coming of $97 for the last month. I am curious as to what I'll actually get as I'm sure that is before all their fees. My last box I sent in had %57 rejection so I will be penalized for that. I also had my last rejections sent back to me and promptly listed them on ebay and poshmark and several have sold. There was nothing wrong with any of them that I could see. Anyway, don't bother with swap. I just started with poshmark. It's far easier than ebay to list. I don't think I'll ever make a 6 figure income like a lot of youtubbers claim but it is worth my (and your) time. Swap is a total waste of time for reselling. Shoppers probably do ok.
Hello Sharon,
We sincerely apologize for any recent frustrations you've had. Regarding our payout, we have always utilized a third party for payouts. Originally we utilized PayPal to process our payouts, but a little over a year ago we started using Bill.com. To get set up on Bill.com, you will receive an email asking you to set up your payout method. Your payouts can be set up with Bill.com to be an electronic payout to your desired bank account, or it can be a check mailed to you. If you would rather have store credit as your method of payment for items set, that is an option as well.
Anytime a box is sent in, we will deduct the inbound fee from your sales proceeds. This allows you to not have to pay up front to send items in. As we review items for acceptance, we closely follow our Acceptance Criteria to ensure we place the best items on our site for our sellers.
We apologize for any inconvenience, and if you would still like to sell with us, our customer service team would provide you any support and guidance as you pack your box. Our team can be reached at [email protected] or 630-296-0146.
Sincerely,
Jen - Swap.com
I read all the reviews and the comments on a fb page but sent in boxes anyway. I got zero out of the first box because they said I owed for past labels. I sent in another box and received $12 for 32 items. I sent in a couple more before I saw what I got out of the second one. That was dumb as they rejected most of the third and still waiting to see on the fourth. I will have to say that they processed my boxes immediately which NEVER happens. Makes me wonder if anyone is sending anything in. I'm done. I've sold on here too since the beginning. They had a ton of inventory that wasn't selling, I get that so said nothing when i got a few pennies for 300 items. I don't know if what other sellers are saying is true or not, that they are criminals. All I know is I gave them a chance and it's not worth the trouble.
I understand the new pay structure. What I don't understand is the lack of transparency. My clothes were selling before they were listed. Some were. And I saw some items were listed higher than what they sold for. For example, a blouse was listed for 11.00 and I received 1.00. I wish I had a screen shot of the priced item before it sold. I think they made a mistake.
It might be better just to donate or take it to a consignment shop. I felt really uncomfortable this time around and I'm glad I kept some of my better items out of the box I sent.
The new pay structure is one thing but I don't even get to see all of my clothes before they sell. I feel like something goes on behind my back and it's just not good business.
I hope I can help someone. I read the reviews and some of the negatives turned out to be true.
Hello Krista,
We sincerely apologize you recently had some frustrations with your selling process. We have a very defined seller model and process, and want to make sure we fully review the details of your account to provide you an overview of what you may be seeing. I will reach out to you directly to see if I can obtain additional account information from you so we may look into your seller history.
Sincerely,
Jen - Swap.com
You keep sending me clothes way past their life... balls of fuzz, loose threads, very very worn spots, that should be in the garbage or used for rags... seriously why waste peoples time? Where is quality control... if you wouldn't wear it what makes you think I would. And whatever you spray them with before you ship stinks.
Hello Mike,
We sincerely apologize that your recent purchases were not as you expected. We have a very stringent acceptance criteria that looks at the quality and smell of each item. Our Quality Control team complete audits to ensure we are following these guidelines, so you should not see this happening.
We sincerely apologize for this inconvenience.
Sincerely,
Jen - Swap.com
Having a bunch of new with tags clothing and nearly new, I thought I would give swap.com, a try. Right off the top 2 of my pricey items never made it, for sale. A brand new pair of trendy jeans with tags on them and a 100.00 pair of boots I may have worn 4 times, GONE. The explanation I was giving was "They must have been recycled"? Recycled meaning they weren't accepted to be put for sale? They don't send you a photo of what they "recycle" so that's, that. Nothing I could do about it. A coat and dress with tags sold for 28.00 each, I received 9.00, for both. I ended up being so frustrated with the theft that took place and the nickel and diming that I bought my own clothes back and paid almost 38.00 to have them shipped back, to me. Terrible experience, I wish I had of read the reviews, prior to doing this. Live and learn but here is your warning. Other reviews claim theft of items, also.
Hello Victoria,
Thank you for for selling on Swap.com. We apologize for any recent concerns you've recently had. In reviewing items for sale, we have a very stringent Acceptance Criteria, to ensure items are in exceptional quality.
I've included the link to our Acceptance Criterial for your review: https://support.swap.com/hc/en-us/sections/360000035843-Acceptance-Criteria
Also, when ordering a label, we provide the seller the opportunity to determine how they would like their rejected items handled. You may request to donate them, or you may select to have them shipped home for a flat rate of $9.90. It is not in our best interest to not accept items, as we lose money if we are reviewing items and then cannot place them for sale on our site. If an item even has the smallest stain, it will not be accepted. We sincerely apologize for any inconvenience. I would encourage you to ship your rejects home in the future if you continue to sell. This will allow you the ability to see why an item was not accepted.
Sincerely, Jen - Swap.com
The clothes purchased have a funny smell to them on both occasions. After washing, the smell still lingers. Will think twice about ordering again.
Hello Anu,
Thank you for shopping on Swap.com. We apologize you recently received items that had an odd oder to them. We take great pride in making sure to review the overall quality and scent of each item before placing on our site.
We would like to better understand what type of odor each item had on it. Please feel free to reach out to our Customer Service Team at [email protected] or via phone at 630-296-0146 to provide additional details.
Sincerely,
Jen - Swap.com
Swap used to be a good place for thrifters who knew what they were doing to sell their stuff. But they just keep taking more and more away from sellers and driving us away and to other venues. If you send in really high quality stuff, it will sell immediately during their 40% off sale and you'll get a fraction of what you expect. For example, if you send a pair of great condition leather boots and they price them at $40, you expect to get $29 when they sell. Instead, the boots will sell right away during one of their sales for $30 and you will maybe get $20.00. Low end stuff will get you less than a dollar per piece (literally!), if it even sells since their search engine is so bad. They also constantly enter the wrong color and description. They discard good items and, based on my buying experience, keep some real crap (linty, stained, etc). Really poorly managed. Look elsewhere for selling. Maybe ok for buying if you don't mind returning the stuff they describe incorrectly.
Hello,
Thank you for being one of our sellers on Swap.com. We sincerely apologize you have experienced some recent frustrations with your items selling at a discounted price. We continue to closely review our processes to ensure we find the correct balance for our buyers and sellers.
We appreciate you sharing your concerns, and we continue to review our overall processes.
Sincerely,
Jen - Swap.com
I've been ordering clothing for a couple of years and overall this company provides nice gently used clothing items and shoes. For the past few months, the deliveries have been delayed and it takes a couple of weeks to get the items through their FED-EX smart post. At the beginning of June, I ordered two items for a vacation (a light jacket and a bathing suit) The items never arrived, but FED-EX showed them as delivered to my house. I was here waiting for the delivery, and we have cameras. NO DELIVERY. It took 2 months and several telephone calls for Swap.com to Credit my account for the items. Fed-Ex smart post provides terrible service... it seems everyone else these days provides photographic proof of delivery. Swap.com follow-up was terrible. The service is going downhill fast. If you have extra time and money go ahead and order from here... but don't be surprised if they send you the wrong item and it takes two weeks to get the package. They do not refund money even if they send the wrong item, they just credit your account. Funny how return shipping only takes about 4 days!
Hello,
We sincerely apologize you have recently had difficulty in receiving your orders. We apologize for the delay in receiving the trace results from the carrier on this order.
Our goal is to make shopping easy, and we apologize you never received the order.
Regarding our return policy, we provide store credit or credit back to the original form of payment based on the reason for return. I've included a link to our return policy here for review:
https://support.swap.com/hc/en-us/articles/203331335-Returns-and-Refunds-
Again, we apologize for any delays and frustrations.
Sincerely,
Jen -Swap.com
Robbers... Swap does not even review the stuff in box... I am sure they use it privately to make money. Payouts for items are foolish. 80 cents. They just charge you fees and fees and again fees.
Planning to open a sue against swap.
Hello Debbie,
We sincerely apologize you have been frustrated with selling our our site. We take great pride in the merchandise that comes in and have very detailed processes to ensure we are all on the same page.
Items are accepted based on our acceptance criteria. I've included the link to this below:
https://support.swap.com/hc/en-us/sections/360000035843-Acceptance-Criteria
Regarding the payouts on items, this is determined based on the price the item is listed at and our commission structure. I've included the details on our commission structure below.
https://support.swap.com/hc/en-us/articles/360023036252-Swap-com-Commission-Structure-and-Fees-
Sincerely,
Jen - Swap.com
I was an initial seller from the beginning and long time supporter. I don't know what happened but over the years their policies have gotten worse and worse and are no longer fair. I had over 350 items (many of them new) and was sent an email that I could sure sell, have them sent back, or they would be donated. The sure sell price averaged. 10 an item (yes= ten cents an item) and to have everything sent back to me was close to $400. I opted to have them donated but they were not- the items are being sold on their site... very disappointing
Hello MaryJo,
We sincerely apologize for any frustrations regarding our seller process. Our Terms of Service outlines that:
"If your Item does not sell within 360 days (calculated from the date that the item was listed on the Service), we reserve the right to request that you order the Item back. If we exercise this right and send you such notice, you will have 30 days from the date of our notice to reclaim the Item. You can reclaim your Item by logging into your account and clicking the “Ship Items to Me” link. You will be solely responsible for the shipping costs of any reclaimed Item. Our shipping terms are viewable here: https://support.swap.com/hc/en-us/articles/203331005. IF YOU DO NOT RECLAIM YOUR ITEM WITHIN THIS 30-DAY PERIOD, WE WILL TAKE POSSESSION OF THE ITEM AND WE WILL, WITHOUT FURTHER NOTICE AND IN OUR SOLE DISCRETION, HAVE THE FULL AUTHORITY TO USE, SELL, DONATE TO CHARITY, OR OTHERWISE DISPOSE OF SUCH ITEM WITHOUT ANY FURTHER OBLIGATION, PAYMENT, OR OTHERWISE TO YOU."
The reason for this is so we can move older items through our site, and make room for new inventory coming in.
Sincerely,
Jen - Swap.com
Awful!
You WILL average around 10.00
For a large full box of clothing.
If they sell your dress for 8.00. You will get 80 cents. They then add many fees. You will end up receiving 10.00 maybe 15.00 if u r lucky.
Better
But swap.com will have made a few hundred on your box of clothing. They make millions and the owners do not even live in the U.S.
You r better off taking your items to your local consignment stores. I make more that way.
Hello Jean,
We sincerely apologize for any frustration in selling on our site.
For clarification, I wanted to clarify that if an item sells for $8.00 on our site, the seller would receive $1.20 for this item. The profit you can make on a box will vary based on the amount of items you have in the box, what is accepted, and the price points of the items.
I've included the link to our commission structure and fees for your reference:
https://support.swap.com/hc/en-us/articles/360023036252-Swap-com-Commission-Structure-and-Fees-
We want to closely work with sellers to help them understand what sells quickly, as this will allow our sellers to make more of a profit, and sell items more quickly.
Please feel free to engage with our Customer Service team to help you in any way.
Sincerely,
Jen - Swap.com
The prices for the most part are great esp when sales are happening. There are some over priced items though. It would help alot of they added more description to there items, measurements, cut of jeans ect. Checking out can be a pain because if someone bought something in your cart then you need to wait 15 min to try to check out again and sometimes the item that was 'bought' will actually still be available, probably because someone tried checking out at he same time and its like a race who can buy it first. I paid extra for expedited shipping and it still has been over a week even with fedex. The first time i ordered i had free shipping but it took almost 2 weeks. I will keep using the site though because of sales, codes, and you can get many items for a good price. I just bought 11 pieces mostly jeans for $40
Hello Shaunie,
Thank you for your review. We appreciate the feedback regarding descriptions and measurements, we are always looking for ways to add additional meaning content where we can. This is something we will always continue to focus to improve upon.
We apologize you have experienced long shipping times. We will review the details and look to see where we can continue to make improvements.
Thank you for continuing to shop on Swap.com, we appreciate your partnership!
Sincerely,
Jen - Swap.com
I've been a customer on swap for quite some time. It can be challenging due to the low quality pictures and limited descriptions but more often than not, this led to some happy surprises when the item I bought ended up being better than expected. Everything was fine until I had to contact customer service for the first time. It took half a day and the threat of a BBB complaint to get the error corrected. Even after the correction, one of the customer service reps kept emailing me to tell me I was wrong? I literally had to tell him to leave me alone. Bizarre.
Hello Natalie,
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,
Jen - Swap.com
I used to use this site a lot, but their clothing became more expensive and the choices in my size have become practically nonexistent. I found one item of a particular category in my size. ONE ITEM. My guess is that everyone is migrating over to ThredUp (Which had THOUSANDS of items) and poshmark. So have I. Plus their return policy is atrocious. Don't ever count on getting any cash refunds. Swap did not refund, and gave a fraction to me in credit. They really need to clean up their act if they want their customers to return. Tbeir customer service is u prfessional, unhelpful and rude.
Hello Debra,
We sincerely apologize you have had frustrations lately in utilizing our site. We had thousands of new items to our site daily, so I apologize you have not been able to find items you are looking for. With those items we are adding many different brands and sizes. If we can be of assistance in helping you filter through particular sizes, please let us know. Our Customer Service Team can be reached at 630-296-0146 or via email at [email protected].
Regarding our return policy, we accept returns for any items within 30 days. Our return policy provides store credit or cash back depending on the reasons for return. I've included the link to our current return policy for reference:
https://support.swap.com/hc/en-us/articles/203331335-Returns-and-Refunds-
Our customers are extremely important to us! We apologize if you received service that did not meet your expectations. If you have specifics regarding this, we would like to hear.
Sincerely,
Jen - Swap.com
Over the past 2 or 3 years, I've sent 3 large boxes full of clothes to Swap and had no issues. The items sold and I received my money. So a year after I send my last box, I logged into my account to get a shipping label for another box only to find that you have to be accepted as a "Premier Seller" and send in a minimum of 250 items. What? Are you joking? 250 items minimum? That's such a joke! And then I have to be "accepted" as a "Premier Seller". You guys are a consignment shop and most people looking to sell on consignment don't have 250 pcs of clothing just laying around to sell. At this point, I'd rather give the clothes away for free than send them to Swap.
Hello Shelly,
We sincerely apologize for any frustrations with our new seller model. The goal of the application is to just get a baseline understanding of what our sellers have available. We are working to bring sellers back in waves, and identifying the brands they have, allow us to ensure we obtain the demand of items needed for our buyers.
As sellers are invited, they are asked to send in 1 box to start with. This allows us to make sure the items meet our Acceptance Criteria. If all goes well with the test box, we then open the seller to become a Premier Seller.
Our goal is to develop strong partnerships with our Premium Sellers. Working together to identify what sells quickly allows for success overall.
We hope you will fill out an application and allow us to review it.
Sincerely,
Jen - Swap.com
I ordered and received my merchandise but when it did not fit it was IMPOSSIBLE to return. I will never order from them again.
Hello Charles,
We sincerely apologize you had difficulty in processing a return on our site. Our return policy allows you to return anything within 30 days, we provide you a prepaid FedEx return label to ship the items back, and a refund is provided in the form of store credit or original form of payment, based on the reasons for return. I've included the link to our policy for further review.
https://support.swap.com/hc/en-us/articles/203331335-Returns-and-Refunds-
If you need further assistance at this time with your return, please feel free to reach out to our customer service team at [email protected] or 630-296-0146.
Sincerely,
Jen - Swap.com
I liked Swap.com when I shipped them my first box two years ago. Now I do not like their new policy. 1. They set the selling price too high. 2. Some of their staff abuse the loophole of the policy of the rejected items.
Swap.com will not show the pictures of the rejected items to the seller if the seller selects to recycle them. Some of their staff could just take some items for their own use but claim those items were rejected after their inspection, and those rejected items were gone for recycle.
I sent them 2 boxes recently. I found 4 AF girl's clothes were rejected in the first box, but I know one jacket was in very good condition because my daughter only wore it a few times. Among the rejected items from 2nd box, there are two brand new items in the original packages, one pair of Ann Taylor brand new pants. I did not see any reason that those 3 items could be rejected. I only can guess they were stolen.
Hello,
Thank you for selling on Swap.com. We apologize you have not been as pleased recently with selling on our site. We definitely are looking to build strong partnerships with our Premier Sellers, so you have concerns regarding recent items, please feel free to reach out to our Customer Service Team to discuss further. Our team can be reached via email at [email protected], or via phone at 630-296-0146.
Regarding the pricing of items, we closely look at the brand and condition of the items, as well as the seasonality and price accordingly for the item. Pricing items in the fashion allows us to have a consistent pricing method across similar items and brands for all sellers.
Regarding non accepted or rejected items, our new Premier Seller Program provides our sellers two options when ordering a label.
1. Sellers may request that their non accepted or rejected items are shipped home to them for a flat fee.
2. Sellers may request to recycle/donate non accepted or rejected items.
We moved to offering these two options, as it allows to more efficiently process boxes. Prior to having these two options, we would have to photograph and shelve all rejected items for 14 days to see if the seller would like to request the items home, and then if they did we would have to pick and ship them, or if they did not, then we would have to pull and recycle/donate.
Having our sellers select the option up front of what they want done with their rejects, allows us to make the decision at processing time, and allows us to process more boxes throughout the day. Getting our items on the site faster is a win/win as everyone sells more items faster.
Regarding your rejected items, please understand that we closely inspect every item. If there is even the smallest stain on an item, we would reject. We take the processing of our sellers items very seriously. If you are concerned you may have items that should have been accepted, and want to have a better look as to why they may not have been accepted, please request them home. Our merchandisers place a small sticker on the item to notate the opportunity spot. This may allow you to have a better understanding of what we look for.
We hope these details help you better understand our process, as we truly want to continue to partner with you.
Sincerely,
Jen - Swap.com
You have been warned... this site is a total scam! I've sold many items in last few months yet my balance is still at 0.00. Wtf? Class action lawsuit please!
Hello Denise,
We would love to review your account and provide you specific details. When you order a label, there is an $11.90 fee, and it is $14.90 if you order a label and box. These fees are deducted from your sales proceeds, and once the fees are paid off, then you begin to make money. Please contact our customer service team so we may further review your account specifics. This will allow us to provide you specific details on where you are at with your sales and fees.
Sincerely,
Jen - Swap.com
I've sold on Swap for a couple years with an average reject rate of 24%. That was considered OK and I was chosen as a Premier Seller when Swap's policies recently changed. So, under the new policies, I sent my first box of about 70+ ladies' tops to Swap with the same quality of clothing I'd always sent. One third of the items were new with tags. They rejected 60% of my clothing, including two pair of new shoes. My second box's processing is pending. I'll see what happens with the second box, which I shouldn't have sent before I knew the reject rate on the first (live and learn). If the results are similar with this box, I'm through with them. It appears that they would rather make money from fines imposed on highly rejected items or other such 'violations' rather than selling clothing. They can deduct all they want, when they want. Because I can sell my remaining clothing elsewhere. If I end up owing them money, they can sue me. (Their court filing fees cost more than what I'd owe.) I am not going to appeal their decision. They aren't worth my time. Their policies are constantly changing because they are in financial trouble. They lost investors, are undergoing a former-employee class action suit, and now, they are going to lose a lot of sellers. Swap.com is becoming Scam.com. It's a shame that a company has to resort to nefarious tactics just to keep their head above water. I don't mind buying from them; but it appears that I will no longer sell on their devious site.
Hello Marissa,
We greatly apologize your recent experience in sending in a box was not what you expected. We take great pride in thoroughly reviewing each item sent in, as this ensures we are placing the highest quality items on our site.
We spend a lot of time reviewing each item, so the last thing we want to do is reject the item as this costs us a lot of time and money. Our goal is for our sellers to have a less than 20% reject rate, as this helps us to move through the boxes quickly and maximize the items we are able to add to our site.
If we can answer additional questions regarding your box, please feel free to reach out to our customer service team at 630-296-0146 or [email protected].
Sincerely,
Jen - Swap.com
Stay away! Go to another company to sell you clothing. I'm reporting swap.com to the BBB and attorney general.
Hello Darlene,
We are very sorry for your current frustrations. We would really like to help you understand your compensation on items sold thus far. Per our policy, your inbound processing fees will be deducted from your proceeds, so we would like to review this and better explain the process to you. Please feel free to reach out to our Customer Service Team at [email protected] or 630-296-0146.
Sincerely,
Jen - Swap.com
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Hello Sarah,
We sincerely apologize your recent order took longer than expected to arrive. We will definitely look into this to better understand what the delay was.
We hope you will give us another try. I will follow up with you separately as well.
Sincerely,
Jen - Swap.com