• 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.
  • Recommend Swap.com to others if your looking for low prices and quality items.

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 klossoke
1 review
4 helpful votes
October 20th, 2023

I helped my 91 year old mother pack a box full of high end never worn or barely worn clothes and shoes. Swap com confirmed receipt but lost box during move. They kept saying they would post items. Never gave us money. Finally said items were lost and promised meager $100 but then never sent that either. Use Poshmark instead. Who cheats a 91 year old woman for more than a year?

Tip for consumers:
Do not use them to sell clothes, they lose items and lie

Service
Value
Shipping
Thumbnail of user reginaldt80
1 review
1 helpful vote
November 22nd, 2023

On November 12 2023 I purchased three used cardigan sweaters for a total of $27.84 cents (they were clearance items) which included the $9.99 shipping well about seven days later I only received one of the three items I purchased from them and was refunded $6.42 but my refund should have been about $13 I sent three emails asking why they didn't refund me for both of the items but they refused they use to be good at customer service but since they have been managed by a different company they have become awful to buy from you never know if you will get what you paid for and their customer service is a joke. Do yourself a favor don't purchase anything from them you will save yourself a lot of aggravation

Tip for consumers:
Just remember you've been warned if you take a chance and they mess up your order and don't communicate with you and keep some of the money they were supposed to refund to you

Products used:
Cardigan sweater

Service
Value
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Quality
Thumbnail of user jeromeb208
5 reviews
1 helpful vote
February 13th, 2023

I am a frequent Swap.com shopper, and I must say that I am very impressed with the quality of the products they offer. It is simple and convenient to use. Many wonderful items are available at reasonable prices. I would recommend Swap.com to anyone looking for an online shopping site with many useful features and excellent customer service.

Thumbnail of user cloudaran
1 review
4 helpful votes
October 25th, 2023

Swap.com has always had rough edges, like their clothes being delivered smelling of a moldy warehouse, inventory issues (wrong sizes, items listed that they don't have), orders sent out after 6-8 weeks! But this is the worst experience I've had yet. ~1/5 of my order didn't even get sent, because they didn't have it, and because they used the return system to issue a partial refund for that part of my order, I could not initiate a return for items that were the wrong size. I contacted support well within the 30-day window to report this and request a return, but I still have not heard back from any of multiple emails. I looked up their support number, but it isn't even connected anymore. They have gone from good deals with bad fulfillment and service to just a miserable mess that's not worth the trouble anymore.

Update:

I will say that I have continued to use Swap on occasion after that terrible experience, but due to their new return policy (and mediocre track record) I order from them assuming that:

- I won't receive some of my order (though I will be refunded)
- Some of it just won't be the right size or will be totally not as expected (but can't return them for money or credit back)

So if I find enough items that I can get cheaply enough to feel good about keeping half those items for the same price, then I'll still order from them. I've just GREATLY tempered my expectations and mostly look for cheap necessities and the occasional standout items I'm willing to gamble on; because that's what shopping with Swap.com is at this point: a gamble

Tip for consumers:
I've put up with a lot of mediocre experiences with Swap.com to replace an old wardrobe that no longer fits me on a single income supporting 2 people, this made me reconsider how worthwhile using Swap is and has greatly tempered my expectations when shopping from them. I now shop with them like I'm gambling on receiving what I expect. I'm less disappointed that way, and can still find some value in it sometimes.

Products used:
I wanted to keep ~14/30 items, 6 weren't even sent, and I still have 10 I haven't been able to return.

Thumbnail of user jayh838
1 review
13 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.

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Thumbnail of user kennarp
1 review
1 helpful vote
November 8th, 2023

My account was transferred from T D Ameritrade on Monday. It was down all day Monday and partial days on Tuesday and Wednesday. An online service needs to be there 100% of the time so I close the account.

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Value
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Thumbnail of user paziar
6 reviews
38 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
Thumbnail of user stephanied1124
1 review
21 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.

Thumbnail of user raineb5
1 review
0 helpful votes
January 21st, 2024

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.

Products used:
Pants and shirts

Service
Value
Shipping
Returns
Quality
Thumbnail of user viktorijakuda
2 reviews
1 helpful vote
February 22nd, 2023

I liked your store so much that I bought 2 pairs of great shoes for work. Everything is easy and comfortable, just great.

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Value
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Thumbnail of user twilah27
1 review
9 helpful votes
May 4th, 2023

I made an order from this website earlier this year and it went pretty good. This is an online "thrift store". I made 2 more orders a couple of months ago and got a confirmation and than nothing! I have e mailed them several times and left several messages and get a standard automatic response. The reply states they have a high number of tickets and will respond to me in 24 hours. I have heard nothing! This is a scam site. They take your money and you don't get what you order. Two of the products I ordered are still listed for sale!

Tip for consumers:
This site is a total scam

Products used:
I never got the items

Service
Value
Shipping
Returns
Quality
Thumbnail of user charchappell56
1 review
0 helpful votes
February 8th, 2024

This used to be my go to site for clothing and shoes. Tonight I thought I'd take a peek at what's new and discovered no longer are you able to pick your shoe size, dress size, or another size! It's not even divided into subcategories like petite and Plus. Awwwww...liked it better 4-5 years ago when it was easy to find what I was looking for and there is not near the items that there used to be. Also, had to wait for a code via email to signing. It's been over 45 minutes and still no code, even asked for a 2nd code, you guessed it...still no code!. So long Swap. Back to Poshmark for me. Sad to leave.
Customer of MANY years,
Char in Delaware
February 8,2024

Service
Value
Shipping
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Thumbnail of user francesg471
1 review
4 helpful votes
May 26th, 2023
Verified purchase

I've had to get BBB involved twice now. I stopped buying from them last year because I hardly ever received the correct items. The last order I got was supposed to be shorts, I received children's pants. They gave me a 5.99 credit for their mistake. So I saw they had a new website so I tried once again and it was a disaster. I'm attaching photos of what I received. 1 shoe, a blazer and that was it. BBB is trying to mediate and they told BBB they refunded the money, which they haven't, I checked with my credit card company and there's nothing. Bottom line. Don't buy from this company. 50/50 chance of actually receiving what you purchased

Products used:
A jacket and a pair of shorts

Service
Value
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Thumbnail of user inessak6
3 reviews
8 helpful votes
September 23rd, 2023

I send them a lot of boxes. Although the cheapest clothes they put on sale, the rest of the clothes they steal from me. Shipping to them, plus return guarantees is expensive. The only thing they pay is 20% of sales or so. In other words, consignors are the people who pay Swap's costs for Swap's operation. In contrast, there is no way for a consignor who also covers the cost of shipping, etc. make a profit. Or just as you give away your product for free, plus you pay for its shipping. So, when I realized this myself, I sent them the most valuable clothing as well to see if I could fix the problem I found by signing up to sell with them. Mostly winter jackets with tags, a few hundred dollars the leather Harley-Davidson jacket, and boots were stolen inside of Swap. All of this was bought legally and was intended for my children's father, who never received these clothes because he was shipped off to wartime Africa and was missing in action for two decades. Now, after a long time, I want to sell his clothes as I only have one income and no penny from him being exploited elsewhere. I have no family or friends as I myself ended up in the US "unplanned". So if you get my message, what do people who really don't belong here go through because of people like in Swap? Your business hinges on outsmarting others. Swap ruined my life. They are thieves, rude, and disrespect me because of the thieving nature of some of their employees. Also, any complaint you make means little because the law is on their side. Because such monopolies want high expectations from them and don't care about the victims if it was something wrong with us, or other flaws in the laws. Therefore, they sweep victims under the rug, especially with last names like mine.

Service
Value
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Thumbnail of user jaynas7
1 review
6 helpful votes
May 1st, 2022
Verified purchase

Swap.com has in the last six months made a huge advertising presence along with a push to grow. They have difficulties fulfilling orders, have began passing off sub-standard quality, and have poor communication about orders. They no longer care about the customer. I will take my money elsewhere. They charged me for an item I didn't receive, then my order before that was supposed to come in a couple of weeks because they were backed up. I finally got my November order in January. I have been a customer since their beginning.

Tip for consumers:
Steer clear, Thread Up has grown but they remain quality without the weird business practices of overcharging and no communication.

Products used:
All five items, but one pair of shoes was really scuffed I had to work on them. I was charged for an item I never received.

Service
Value
Shipping
Quality
Thumbnail of user inessmarine11
1 review
9 helpful votes
July 12th, 2023

Search engines describe Swap as one of the best places. Be aware that they may sell you stolen clothing items. There were a few bags that I shipped with a return guarantee. Likewise, they charge for shipping the bags, only pay 20% if the clothes are sold, etc. I send them expensive winter coats and shoes in hopes that if they sell them, it will cover the expensive sales fees and the like "shocks". Unfortunately, their employees stole all the expensive items I sent to Swap. That's when I filed a complaint with the BBB. They can't seem to do anything about it, so they closed the case. I would like to say that Swap is not a company worth dealing with. They only want people to buy from them. However, they don't treat all people the same. There is something un-American about them.

Service
Value
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Thumbnail of user quientezr
1 review
6 helpful votes
April 5th, 2022
Verified purchase

I wish I would have listened to all the bad reviews. This is definitely a scam. But y'all won't get over on me again.

Tip for consumers:
Don't use this site. Listen to the bad reviews they not lying... It's a scam 100%

Products used:
I never got them. They never replied to my email. Can't get in touch with anyone on the phone... Also I found the address on my bank account and looked the address up on Google... And called and was told that address wasn't swap.com address. This is a scam. And I'm going to get my money back one way or another. Y'all stealing from the wrong one.

Thumbnail of user melindaa136
1 review
2 helpful votes
May 2nd, 2022
Verified purchase

I've been a customer for a few years. My negative experiences involved receiving filthy, smelly sneakers and buying a pair of primo Nike running shoes with a 1" hunk of canvas missing from top of the shoe (not shown in ad so I didn't know). Swap customer service agents were good about my returns - only negative was it took too long for the refund. Once I emailed them, they refunded it to my cc. Another disappointment was a black women's cardigan and when I received it, it was a stretched out, enormous mess. I returned it with no problem. The biggest problem I see is clothing is mislabeled. For example, I was looking at rompers, liked the price of one but the photo was of cute ripped jeans. If I buy the "romper," will I receive the jeans? The multiple shoes I've bought- with exception mentioned above - have been incredible! My suggestion would be to include more photos of clothes/shoes labeled "fair" or "good" condition.
Overall, my experience with Swap has been good and I completely understand others' frustration! I can see the changes they've put in place and yes, they have problems which could be resolved with attentive management who are ultimately responsible for a company's success or failure.

Tip for consumers:
Avoid anything in "fair" condition, a couple of times "good" condition items were not but customer service was helpful. Not sure if they're understaffed or experiencing growing pains but shipping time can be excessive. To get results, it's best to be kind. The problem isn't the hourly workers. Swap can be lots of fun and profitable if you're reselling items you bought from Swap on another site.

Products used:
Shoes, women's clothes, men's clothes, accessories

Thumbnail of user kimberlyx118
2 reviews
6 helpful votes
May 3rd, 2023

I used to sing the praises of Swap.com. I told friends and strangers what a great site Swap was. "Great clothes. Great deals." Then Swap had to change platforms to make my shopping experience "more enjoyable." Swap missed that mark by a long shot. Filtering items is not as precise as it used to be. With the new platform, we cannot filter by material type. I am allergic to a lot of synthetic fibers. I am no longer able to specify wool, cotton, silk... in my searches for items. Which means that I am wasting a lot of time looking at clothes that I cannot purchase and wear.

Since the platform change, I have placed 2 orders. The first order was supposed to have two pairs of gray pants. When I got the order, one pair was jet black and the other was navy blue. These were "final sale" items, which means I cannot return them. So now I am stuck with 2 pair of pants that I would not have ordered if the color had been correctly labelled. The pictured items were gray in color. Yet I got black and navy blue -- which are not my colors. What happened to the gray pants?!

The second order I placed had two items missing. Yet my credit card has been charged for the total order of 3 items plus shipping. I have emailed customer service but I have not gotten a reply. Before the platform change, customer service replied to emails. Not anymore.

I honestly cannot recommend Swap with the high praise that I used to. It's sad because Swap used to be a great second hand clothing site. I guess I will have to try my luck with ThredUp. Their prices are not as good as Swap's prices but perhaps I will actually receive the items I ordered and was charged for.

Service
Value
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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 melaniew34
11 reviews
33 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
Thumbnail of user blessedqgirl
1 review
5 helpful votes
May 10th, 2023

I ordered about 17 items. After a few emails asking for the status, they sent about 10 of the items. I continued to email asking them to cancel the remaining items and refund the remaining balance with absolutely NO response. I sent a final email explaining my next move of contacting my CC company to open a dispute and also the BBB and again NO response. Thus, I followed through to get my credit on my CC and now alerting others to the issues. I used to like them but something has changed and certainly not for the better. I will not order from them again.

Products used:
A few tops and cardigan

Service
Value
Shipping
Returns
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Thumbnail of user cark9
1 review
3 helpful votes
August 12th, 2023
Verified purchase

I bought 2 shirts, shipping is $9.99 and non-refundable. They did not fit. To return two shirt by UPS (their choice) was $30.00! Cost of shirts plus $40 loss. Not really a good deal.

Tip for consumers:
Descriptions are very limited, photos are minimal. It is very risky and ultimately expensive. I did not return the 2 shirts because of the $30 cost to do so.

Products used:
None

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Value
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Thumbnail of user maribethd12
1 review
4 helpful votes
April 29th, 2023

I am having a terrible time using your updated website. The images of the clothing never load and it is super frustrating because I have full internet signal. Also, maybe you should use models for the pants because it just looks so unprofessional to lay out a pair of wrinkled pants. I have purchased several times from your site but honestly just find it too frustrating to use now.

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Thumbnail of user carrieh127
3 reviews
38 helpful votes
January 25th, 2022

I was thinking of giving swap.com a fourth try (I'm not sure why, must be an extremely slow learner). They changed the site but not in a good way. The filters are useless. The options aren't accurate or coherent. Example, type has a mix of actual types of clothing, brand names, strings of symbols that mean nothing. The size options were crazy as well. Honestly, just give it up and close the doors.

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From 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

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

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