Swap.com - Online Thrift & ConsignmentReviews of swap.com

I have loved the majority of the clothes that I have purchased from your website. My complaint is process and shipping times. I'm still waiting to receive any part of my last order...that I placed almost or at 2 weeks ago.

I've bought a lot of items from Swap over the past several years. When they get a process right, it's great! All corporate problems are reflections of leadership - as much as I like SWAP, they have a myriad of issues now affecting their bottom line as the comments here clearly reflect. People won't keep ordering if they don't receive orders for week upon week/month with zero communication/updates. *Customer Service Chat: Awesome idea but only if these very kind reps can actually answer questions. My experience was they were interested to assist but always had to consult a "team" for an answer. If I provided an item order number or screenshots and asked for the color of an item because it's not listed or obvious from their photos, it should've taken about 60 seconds to answer! Is leadership not giving the reps computer access? Not allowing the reps to act independently? Have they considered hiring remote CS reps to address a volume of concerns to help make sales? Most of the time, I can anticipate the rep will text me that they will have to get back with me and usually they don't. In this day of instant information, there's no excuse for no inmmediate access to answers. *Employee Shortage? Only you know the answer to this question. The answers are usually pay, benefits and/or good/bad management and/or corporate culture. All I know is if you haven't coordinated warehouses, streamlined your IT and hired enough people to process sales in a timely fashion, you're treading water. You've turned things around before - you got a handle on shipping within a few days which was excellent, albeit short-lived. Believe all these peoples' identical reviews telling you your shipping and customer communications processes are in trouble. I hope you can fix it all fast!

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.

I have grown less satisfied with swap.com over time. When I first began ordering from them in 2016, they processed my orders quickly and were responsive to my inquiries. Now my orders are always delayed, items become "unavailable" in the intervening time and are refunded as store credit (requiring me to continue to use their services or lose the money), and it often takes several attempts before I receive a response to my inquiries. I’ve noticed they’ve also steadily raised the threshold to receive free shipping during the last year or two. And, at least with my last order, they’ve started charging me for returns; returns that are necessary because there are an increasing number of items mislabeled by size (e.g., pants labeled as size 36 on the website that are actually size 43). I hope, but am not hopeful, that things will improve, because I’d like to go back to consistently providing them 5-star reviews like I did through 2020.

I like a good deal and have committed to buying used as much as possible. I originally started buying from swap on ebay before trying their website. Well, ebay's shipping guidlines make all the difference. On their website I was prompted that if I signed up for text alerts I could get 30% off my order. The code didn't work so I responded to one of the half dozen texts they sent me in the first 20 minutes. Person on the other end was like "let me look into it" then nothing and nothing and nothing. I finally placed my order without the discount. And nothing, it never shipped. I texted again and they said it usually takes 3 to 4 business days, well at that point it had been six business days..."let me look into it." Nothing. Next day I get a tracking number with a delivery date more than 10 days out. That was 4 days ago and as far as I can tel the only thing that has been done in terms of shipping is a label has been created. If I order from them again I will go through ebay, since they have to abide by ebay's shipping terms.

The quality of the clothes are not as good as it used to be. Photos are not so great with black clothing. Womens clothing being mistaken for childrens happens too often so biting a childrens sized 10 and getting a woman’s sized item is disappointing.

Well, the item that I was most excited about has become suddenly "unavailable" when to be shipped. Again!

I have trouble with the website holding my filters ( such as sizes I enter) I have re-enter it each time I look at the details of each product. And with the extreme price increases on most products, I thought the website would be working more professionally. Could you please try to resolve this glitch. Thank you