• Swap.com

Swap.com

Overview

Swap.com has a rating of 2.99 stars from 1,188 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Swap.com most frequently mention customer service, store credit, and good condition problems. Swap.com ranks 1st among Swap sites.

  • Service
    137
  • Value
    134
  • Shipping
    133
  • Returns
    88
  • Quality
    124

This company does not typically respond to reviews

Positive reviews (last 12 months): 4%
Positive
1
Neutral
0
Negative
24
54
See all photos

What reviewers want you to know

Positive highlights

  • I love that I can find 2 items bundled together for $3... can't beat that at my local thrift store.
  • Great items, inexpensive, fast shipping, easy return policy.

Critical highlights

  • Horrible place to sell items, even worse 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

“The customer service was exceptional”

Zoe A.
11/26/23

I ordered an Allbirds Running Shoes from Swap.com last week, and I was amazed at how quickly it arrived. The packaging was secure, ensuring the item was undamaged. The customer service was exceptional, as they kept me updated throughout the entire process. I had a question about the product, and their support team responded promptly and professionally. Overall, my experience with Swap.com was outstanding, and I can't wait for my next purchase.

Top Critical Review

“Great prices. Terrible service.”

Raine B.
1/21/24

The format of the site has changed recently and the prices are awesome but...the turn around time for orders is terrible. It should not take three weeks to ship out. You get paid what? Go on vacation for two weeks? After nearly 3 weeks my order finally shipped and the it is taking another 7-10 days? Back to thred up I go. Oh and custom service? Like a group of living zombies reading from a bad script. The past 2 orders I placed have left me speechless - almost. Ridiculous.

Reviews (1,188)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (154) store credit (50) thrift store (41) return policy (29) quality items (19)
Thumbnail of user marvelj3
2 reviews
1 helpful vote
January 6th, 2023

Do you know what caught my attention for the first time? These are discounts. Excessive interest causes embarrassment, but desire above all else. Therefore, I found a product that I really need and ordered a jacket. The discount, both for the first order and for a new customer, was not displayed. But the duration of delivery was a considerable time on the way.

Service
Value
Shipping
Thumbnail of user teresaj330
1 review
3 helpful votes
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
Thumbnail of user dwightd14
1 review
18 helpful votes
January 27th, 2018

I have purchased over 50+ items here, with only a few problems (womens coat ID'd as a mans and a couple of bizarre size issues, all of which were resolved). Definitely recommend this as a place to buy things.

I can't say that about the other side of it. I only sent in one box and after four months got a 91% reject rate, with issues like "Stained" - on items that were never worn.

Thumbnail of user michellet32
Swap C. – Swap.com Rep

Hello Dwight,

Thank you for your selling and buying experience review. Your not accepted items are uploaded to your account first, and accepted items are uploaded thereafter, adjusting your rejection percentages. We can also look into your not accepted items during their 14 day hold period, for a second review. Simply email assistance@swap.com with your items ID (located in the item description) and we will look into them for you.

Thank you for your business!

Thumbnail of user carlyo3
1 review
19 helpful votes
May 1st, 2017

I'm very frustrated with my experience with Swap. I worked really hard and sent several boxes and they basically have told me that nothing I've given them is sellable.
It's super annoying to think you're sending off tons of boxes, and then GET THEM ALL BACK. On the site they specifically asked for women and children's items. I provided tons of books, clothes, and toys... and got them all back. I now am waiting for the last of the inventory I'm sure to be returned to me. It's no one's fault, it's just a big disappointment. Such wasted time.

Thumbnail of user angelap366
1 review
24 helpful votes
April 19th, 2020

I'm an avid shopper with swap.com. But recently have noticed a big increase in the overall prices of items. 10$ and above is pretty high for items that are used and definitely not laundered. Currently looking to spend a couple 100 but waiting for prices to drop at a more reasonable price. Disappointed currently.

Thumbnail of user lorels
3 reviews
30 helpful votes
February 7th, 2018

I have purchased from Swap.com about 4 times in the last year. There are some excellent values to be had, but buyers should be very careful. There are some tricksy things you need to watch out for!
1. Look at clothing with the largest magnification you can. Descriptions don't always note accurately what degree of wear an article of clothing might have. For example, I purchased a Calvin Klein cardigan that was supposed to be white, but was actually yellowed with age. The tag looked ancient. I don't buy anything used that is not listed in at least "good" condition. This was disappointing.
2. Watch for price changes once you add items to your cart. I just placed an order and was shocked to see three items DOUBLED in price once I put them in my cart. I don't see why this happened- there was no lightning deal or announcement of special pricing with a limited time to buy. Fortunately, there was a note of the price increase and I was able to delete these before finalizing my purchase.
3. Often there are multiples of the same item in the same size with different pricing. Be sure to check for the lowest price before buying.
I sold one box of clothing to swap. The return was not worth the hassle. I sent only items in very good or new/like new condition and got about $25 for about 12-15 items. They rejected a few things and volunteered to mail them back to me at my expense or to donate them or "dispose" of them at no cost. I made about $2 per item on like-new name brand sneakers, an adidas sports bra with tags on, etc.

It is not all bad though, as I have found some very nice items on swap at fair prices. I got a beautiful black Dressbarn dress for $8, a denim jacket that I love for about $10, and many other worthwhile things. I will not sell with swap again, but I will continue to shop, carefully!

Thumbnail of user michellet32
Swap C. – Swap.com Rep

Hello Lorel,

Thank you for your review of your shopping experience! Prices may change for items if the items were included in a promotion or flash sale, which can end. However, we will always notify you if the price of an item changes. There may also me multiples of the same item, listed at different times by sellers. The price may vary depending on the season, or how long the item has been listed. However, we will notify you of a similar item for a lesser price, in the item description.

We would also love to hear more from you about your selling experience! Swap.com is always looking to improve our processes. Please, send any suggestions to assistance@swap.com.

Thank you for your business!

Thumbnail of user wendyw112
4 reviews
16 helpful votes
April 3rd, 2018

I have bought many items from swap and have found their condition ratings to be accurate. They are a bit overpriced, but if you watch for sales, you can get great deals. Returns, however, are a bit sketchy. I returned several items because I didn't like the fit and received an email stating I had a credit on my account. I signed in and it never showed. I emailed and received a response from Patrick telling me that i had two accounts and they were having issues with people with multiple accounts and they are working to resolve the problem. He said that my refund had been added back to my OTHER account and I couldnt get access to it until the problem was fixed. Ummm... really? So I had to email again and ask Patrick if the accounts could be merged. (Really. He didnt think of that on his own). They merged the accounts and I did receive my refund after much hassle.

I have since returned another item and received another email stating that I have a refund. AGAIN, when I sign into my account, I cant see it. I emailed the company three days ago and have received no response.::: sigh::: I think Im going to switch to ThredUp and avoid the hassle with Swap.com...

Thumbnail of user terrys185
1 review
9 helpful votes
March 31st, 2018
• Updated review

After another phone call to SWAP, they agreed to send payment to my PayPal account for the value of the item as if it was sold. They never located it.

Seems one of my items was stolen
March 31st, 2018
• Previous review

I sent a total of 3 separate boxes within about a 5-6 month time period. The first box had a few rejected items but they sent good pictures of them to see exactly what. The second box I was more careful. Still had a pretty surprising rejection rate after it was processed. The pics they sent this time were hard to make out exactly what was rejected. Just had the stuff in a pile. Before the items were processed, I had sent my 3rd box. Those items were processed about a week ago. Was shocked at the rejection rate. Again, pics of stuff in a pile. Knowing that the final box had a really expensive item, was figuring that once it sold I'd be done. The item was a men's black leather bomber jacket that was practically new. Worn maybe 3 times. It was never added to my items to be sold. It seems to have been lost or maybe stolen. I have made 2 attempts to get a straight answer about the jacket. They are not replying to my emails as they had in the past over other issues. I'm really pissed. I will never buy or sell with them in the future. I suggest you take a few pictures of the stuff you send.

Thumbnail of user sop1047
2 reviews
7 helpful votes
November 20th, 2017

I've been shopping on Swap.com for a couple of years now. When I first started, they used to be low cost and quick turnaround for returns & credits, but not anymore. The selection now is sometimes limited with few new items listed frequently, and the prices have increased. Getting a credit on returns takes longer so I can't buy items using my credit as quickly. Also free shipping was $50 minimum purchase has now increased to $60. I will continue to use swap because they will take returns for credit, but probably not buy as often. I haven't try to sell items on swap so I cannot comment on that. But from what I've read, it's not worthwhile so I don't plan to do that with some of my nicer clothes that no longer fit. I will either sell on other sites (Ebay or Poshmark) or donate to charity.

Thumbnail of user michellet32
Swap C. – Swap.com Rep

Hello,

Thank you for your review of your recent shopping experience. As a growing and developing company, we sincerely appreciate your input. Our current return processing time is 2-3 business days, therefore your refund is issued 2-3 days after the shipment is received by Swap.com.

Please, keep a look out for our flash sales (sent to your email) for daily promotions and discounts on our items as well. We would like to thank you for being a loyal Swap.com customer and for your feedback. If you have any further questions, inquiries, or comments, please contact assistance@swap.com.

Thumbnail of user rivkas1
2 reviews
0 helpful votes
April 21st, 2017

I love that I can find things on Swap.com. I have always hated spending tons of money on lounge and work-out clothes. At Swap, I can buy what I need and not feel guilty about how much I have spent and save the earth a bit more from articles that otherwise would have gone into the garbage.

Thumbnail of user meredithl4
1 review
2 helpful votes
September 17th, 2015

I've been shopping here for a few months and have generally been satisfied. Some of the items are way overpriced for a consignment shop but we occasionally find really good deals and receive the items within a week or so. My last order was placed over a week ago and after inquiring about the UPS shipping info today I've been told that the order hasn't even shipped yet and won't for several more days so I'm a bit disappointed with their service recently.

Thumbnail of user carolynt18
2 reviews
1 helpful vote
January 18th, 2021

Excellent for buying items. If you are a seller though, just know you will probably make more money at a yard sale. The concept itself is great, but their cut should be less.

Thumbnail of user maryb397
1 review
1 helpful vote
February 12th, 2017

I don't know why or how this company is still in business. If your going to bother to run a company do it to your fullest. You could make up in volume what you loose in low pricing.
The web site is atrocious. They don't press the clothing that looks like it's been waded up into a ball for the last year. You can not tell what it looks like when it's that bad.
They often have the buttons buttoned in the wrong holes so it's hanging wrong. Thread strings handing down. White clothing on bright white background so you can't see it completely. Often times they don't say what color the item is. We all know every monitor is capable of showing a completely different collor. They never when it is labeled expand on the color as in what shade of green red blue etc. most times when they list the condition of the item it has a big question mark behind it. What? You don't want to say the truith for fear it won't be bought?
If your retail experienced you know what the condition of a garment is. Commit to it.
The photos of the shoes are awful. Two views and neither is of a look front or from the back. That can have effect on the look and style of a shoe entirely.
The fact it can be returned is irrelevant when it's an inconvenience. And these things are fixable. They just aren't. I want to know what I'm buying when I buy it to the best of my ability online. This company with its lack of effort cripples that ability.
I won't be back. Id much rather pay a higher to full price than play a guessing game.
You can't make money being lazy. Hire people to help. You must spend money to make money.

Thumbnail of user robind42
1 review
3 helpful votes
June 2nd, 2016

Initially I was excited about Swap.com, my buying experience has been pretty good, some exception was some items not quite what I expected due to the photos on the site not being very clear as to the material, etc, but quality wise items have been great.

A lot of the prices are high but that is up to the seller, not the company, and sometimes in order to make any money after the fees you're forced to sell at a higher price.

Shipping price and time has always been reasonable as a buyer.

As a seller, my first box I sent in last February and was received and I was able to list surprisingly quick. Not the case for my second box I sent in that was received on March 31st, and still waiting to be processed, past the initial 60 days I was told, I'm waiting to hear back about that (order **************)

I'm not a fan of them switching to FedEx because there's no FedEx in my area so it's a pain to have to go through Swap.com to set up a pick up time, I had to wait several days to even get a pick up time and FedEx was a no show so I had to contact Swap.com again and they finally came late the following morning.

There's quite a few fees involved, off the top you get $11 deducted from your earning's if you opt for their bag and pre printed label, then they take $1.50 per item. So the claims of the average box making over $100 I find very hard to believe since the box I sent in February has so far sold 85% of the 27 items (23 so far) and I've made a total of $36.75 on that. That's pretty much yard sale pricing. If FedEx wasn't such a hassle and the wait time to have your box processed wasn't so long I guess I'd be ok with it since having a yard sale is time consuming, but it's just not a great experience as a seller. I will say that they are consistent with the payouts and you do get your earnings on whatever your payout date is.

Over all, just ok. If they get their inbound processing squared away, take clearer pictures of the items and maybe think about easing up on what they charge per item I'd be more likely to recommend them. Like I said, hit or miss. You might be better off at a second hand store or yard sale honestly.

Thumbnail of user deniseo3
1 review
11 helpful votes
May 14th, 2015

Of course, they need to have items sent ---- so they can sell. However, I have purchased many items for my granddaughter - all are perfect and I would buy again. However, after reading all the MANY complaints of those sending items... I would not consider doing that. We did get a yellow bag and time constraints have postponed getting that bag full to send. Now - I will not. We will only be buyers - don't need the grief of sending nice items that aren't accepted. Sorry SWAP. - it's the truth that's hard to hear.

Thumbnail of user billyew
1 review
6 helpful votes
April 13th, 2016

I sent box of nearly new brand name clothing. Never got credit or any acknowledgment of receiving items. Very disappointed, tho pleased with items I have bought.

Thumbnail of user dees42
1 review
18 helpful votes
May 8th, 2015

I've written two prior reviews on Swap.com and this is an update. I've now sent in three boxes and been using the site since the end of April (I just sent in a fourth box recently - this review does not include my experience on that box)

Overtime I have gotten better and selecting and grouping items for sale, so the rejections have gone down each box I've sent in. I do keep an inventory and take photos of what I send in. They have slowed down in the turn around for posting, but on my third box they refunded the shipping because they failed to post by the promised time.

Overall, I've sold 60% of the items that have been priced (so that does not include rejected items). I have made $200. The fees are high, but they do the bulk of the work so I generally think the fees are reasonable. I have done much better with selling maternity clothes than I have with selling baby items. I sent in some very high end maternity clothes and priced them high, over time I did reduce the prices and I think that what I sold them for was reasonable. However, I would say don't expect to sell anything for very high prices (this is clearly a bargain shopper site so if you have high end stuff you might want to sell elsewhere).

I've generally gotten a good response when there were errors on the postings, although one error has not been corrected despite two emails. But overall errors are corrected quickly. Money is quickly transferred to my paypal account.

I have now placed two orders from Swap (one received and one on the way). Of the three items I bought, one was mislabled on size. Labeled as a 9 Mos. Item and it was a 9T (way large) but I kept it as I assume I'll be able to use it in the future. The other item was high quality brand and in good condition. The third item was a good brand and in decent condition. Since my baby is growing so quickly this seems like a good way to buy some high end brands at low prices. I've not received my most recent order, but hoping it goes better than the first.

Overall I would say that selling has inched up to 3.5 stars for selling.

Thumbnail of user marcieg
11 reviews
62 helpful votes
July 15th, 2015

I started selling on Swap sometime in February 2015. I was really excited to start selling because from the reviews it looked like such a great process. I know alot about resale as well. For one, I have sold 5 years in a row with a local consignment sale that happens 2x a year where I am from. Majority of my clothing is from Gymboree or Gap. I make quite a bit of money doing these sales but my main focus with Swap was not to make money. I wanted to swap clothing for my 4 children. I buy my kids really nice stuff and was hoping to save a little money this year and I thought this would be a great way to do that and still come out with great items for my kids. My first box I sent in, there were quite a few pieces missing. I knew exactly what they were too. They told me they couldn't find them anywhere, but days later under the Netcycler seller name, I saw my items in the same sizes that were missing. How does that just happen all of a sudden someone else gave them the exact same items in the exact same size at the exact same time? The customer service was very good though, I can say that. Ebone was really nice and offered to help correct the situation. I wish more would have been done for me though! At first, using the site it was going great. I would offer fair prices for other people's clothes and I would feel like I would get a fair trade in return on swaps. Now when someone swaps an item with me and pays money on top of the swap, their company takes that commission as well. You end up with a completely unfair swap. No where did I ever read in their rules that they took commision off of swaps as well. Only on sales. Then I am told you cannot be lowballed by $1 offers yet my swap offers page is loaded with them. I have even taken pictures and uploaded them to facebook and still no response! I will be adding pictures to this review so you can see as well since they do not believe you can get only $1 offers! Another drawback from using their company is that you have to price your items substantially higher just to make a profit since their fees are high priced! Then you (the seller) run the risk of your items just sitting in your account because who wants to pay that kind of money for a used item even if it is name brand? I do want to say that there have been some really good points to using their site. They do majority of the work. They put the items on the site. They take the pictures. Customer Service has been good. BUT items take forever to load into your account. I think once I am done with my items in my account I will only buy from now on. No more selling and no more swapping. It really isn't worth it anymore. Also want to add that I sent a message directly to management (Matt) on some tips on how to improve their site a few months ago and never got a response from him. Today, I still use Swap and I buy from Swap as well. I have had good and bad experiences with them. With any company you run the risk of issues. Overall I am semi pleased. I just wish they would listen to the feedback from their customers more...

Service
Value
Shipping
Returns
Quality
Thumbnail of user amyr63
2 reviews
20 helpful votes
April 18th, 2016

I have ordered from swap.com 10 times. This is the first order that had a problem. I ordered a pair of shorts that stated the size was Youth size 8. When I received the item it was actually a size 5. Which will fit my son. I do not feel like going through the hassle of returning the item. So now I have a pair of size 5 Nike shorts that are useless to me. I hope in the future that swap.com staff pays closer attention to the size and lists them correctly. This will stop me from ordering in the future. Just disappointed that closer attention wasn't paid to the size. I would like to be reimbursed for the mistake just don't feel like I should have to return the item, wait for it to be received by swap.com then have to wait for the credit. Why should I have to go through all of the trouble when clearly the whole situation could have been avoided had their employee paid more attention in the first place.

Thumbnail of user karas13
1 review
11 helpful votes
November 2nd, 2015

I actually started out loving Swap! Now, not so much! There's a few issues that need attention. Buying from them I ok. The items are great, but need closer attention when they package and "code" them. They recently switched from UPS to FedEx for shipping. I prefer UPS. If returning an item with FedEx you have to pay to have them pick it up if you don't have a drop close by. Not worth it!

Selling, is actually pretty disappointing. You really need to keep track of what you send in, because it doesn't always get on your account to be priced when it should. I think there seller fees are a bit high, and their SureSell is a joke! I don't know where they pull there offers from, but its obviously to help coat their pockets more than ours. Many of my items, name brand, new, excellent condition, etc I only received ridiculous offers from swap themselves. I'm talking like. 14¢ and 24¢. It comes out to less than 5% of what I had it priced at. I'm tired of having to deal with it all. I am waiting for the rest of my items to go to sure sell and collect my fimes from them and be done! I will not be selling through them anymore.

Thumbnail of user tiffanyc58
1 review
3 helpful votes
May 9th, 2017

Everything was great except one pair of pants didn't fit i ordered a ton of stuff though so not mad about it... one thing that does bother me is instead of a refund they gave me store credit. And it bothers me because then even though i can use the money on the site again i will have to pay shipping again so it really isnt a refund its just paying my shipping for a future order :/

Thumbnail of user robinm60
2 reviews
17 helpful votes
August 10th, 2015

I find lots of great deals on here and never disappointed when it comes to what I receive. You can't beat the free shipping when you spend over $50... now for the selling part... I'm a little disappointed. It took about 2 months before my items were ready to be priced. I was reimbursed for the shipping fees for sending my clothes because of the delay. However, many of the clothes that were deemed not "sellable" were in good condition when I sent them. They all had a similar black mark on them. I know that I would've never sent in the clothes in the condition that they were returned to me. Even so, about 75% of my clothes were accepted but only about 10% have sold. They are slowly selling.

Thumbnail of user allisonv3
7 reviews
14 helpful votes
May 16th, 2015

I have had great success in buying from this site. Very happy buyer. From the reviews very hesitent to sell. I got burned by other sites on value to what was sent. Afraid to take that chance again.

Thumbnail of user geminij
1 review
9 helpful votes
July 8th, 2015

I sent a large bag filled with clothing it took 4.5 weeks to post and 4 items were excepted. I was set back by this but was assured that my shipping fees Would be voided. I just sold 1 shirt for $5 and after all of their fees I will receive $2.25. I thought the selling fee was 25%?! I won't Sale on this site again. I have bought a few items and the shipping was quick. 2 of my items were miscategorized. I thought I was buying a Jr halter and it ended up being a skirt. I bought size 7 boys shorts and they ended up being a 7 Jr girl shorts. I was able to use the items for other kids in our family but my son didn't get what he picked out. So they get 3 stars from me.

Thumbnail of user mrsc4
1 review
7 helpful votes
June 8th, 2015

I have not only bought items on Swap.com but sold more than a few things as well. Very easy to buy and sell. They send you a pre paid label that you only pay for once you sell your first item. They direct deposit your funds into the account of your choosing. And for buying? There are alot of great gently used items to choose from. Much better than driving around to some of these resale places and still not finding what your looking for. Swap.com gives you the convienience of online shopping with great prices... all from the comfort of your own home!
UPDATE: 9. 28. 15 DONOT SELL WITH THEM... ONLY BUY!

I sent in over $2000 worth of clothing, shoes and boots. Over half was brand name stuff like Victoria Secret, Rocawear, Ralph Lauren, Sean John et, Nike, Adidas, etc... And alot was new with tags. But, they "rejected" over half of my stuff, and when I asked for the stuff to be returned, alot of my "rejected" items, were missing and sets I sent in were missing pieces and never returned. The stuff they did keep they didnt get the description correct and incorrectly labeled items. NEVER AGAIN will I EVER send in stuff to sell!

Tip for consumers:
DONOT SEND IN ITEMS TO SELL...RIP OFF

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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

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

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