James B.

This morning I placed an order with a service called JackThreads. It's essentially a personal shopping service except rather than having items pulled on your behalf you choose your own. It's high end, and it's the kind of service I've seen before and always meant to try.

Their main draw is that they have a "TryOut" service in which you can select items to be shipped to you at no cost, and then you can try them on at home and see if they are a good match. You have 7 days to decide, and you ship back - for free - everything you don't want. After that, you are billed to the credit card on file for the items you wanted.
I filled my cart with around $2,000 worth of clothing, accessories, plus a few interesting looking home items. I also added in a Beats speaker and headphone set. I was fairly certain I would not want to buy those last two items, but I've always heard how GREAT Beats audio equipment was and this seemed like an ideal way to find out.

Since losing a bunch of weight I don't really own clothes that fit great, and I'm tired of paying to have things altered and taken in. I also hate the personal shopping services at Neiman Marcus etc... because they never seem to grasp a sense of personal style when it comes to big & tall men. They just pull a combination of "urban" clothes and a selection of shapeless golf wear.

It honestly seemed too good to be true that this company was going to ship me $2K of merchandise on good faith, even with my credit card on file, so I spoke to a customer service rep before putting the order through. "What's the catch?" I asked. "There's no catch!" she assured me.

The order went in at about 10AM. By 5PM they had cancelled it.

I got a very basic email saying "Your order has been cancelled. We hope you try again, 100% free, no catches, no surprises." I'd say having my entire order cancelled without notice - without them even having attempted a $1 charge off on my account, let alone a full charge - was a surprise.
About an hour after my order was cancelled, I got a promotional email encouraging me to try 300+ new items. Interesting.

I spoke to another customer service rep (via online chat) and I was told that for whatever reason, their safety department had deemed my order a risk and it was cancelled. She said she had no way of knowing the exact reasons for this, but that she would reach out to them and they would email me in the morning to clarify. She told me there was no way of directly contacting and speaking to anyone in this mysterious decision making department.

She also said something about the "TryOut" feature being in beta and that they were only selecting about 500 customers to use it. I found that kind of insulting and suspicious. When you go onto the site and attempt to use the "TryOut Beta" service, it asks for your email to check if you are eligible. In my case, after doing so, I get a pop up saying "Congrats. You're In!" So obviously I was selected, right?

At the end of the day, JackThreads is going to need to be a LOT MORE transparent about the fact that it's entirely possible if not in fact likely that your order will be completely voided out without explanation. I am going to assume the only reason my order was flagged is because I am a new user with a very large order, but at the end of the day this is a high end service selling high end clothing and items. If I can't place a large order through the service, what's the point?

A friend recommended this site to me to unload a ton of designer and vintage clothes I had acquired. I sent them in 3 boxes, well over 50 pounds each, with the promise that items will be posted in 2 weeks.

Almost immediately I got emails telling me they were experiencing delays which would cause the posting of items to take closer to a month. I figured, you know, that's not that big of a deal. However it actually is taking them more like 45-60 days to post items. That's not the end of the world, but it IS frustrating. They *are* refunding the shipping costs for sending your packages in, which is nice, but they do it in an incredibly annoying way where they send that amount to your paypal, but leave the debt on your swap.com account, so that any sales you get are still eaten up by the shipping charges that remain on your account.

Anyway, out of my first box, they basically rejected all of the clothing items I had included and only accepted a bunch of stuffed animals I'd sent. I was kind of like... ok, whatever...

But then they processed my second box, and rejected the entire box. They literally photographed the box itself and listed it as a rejected item, with the reason "Stains". So naturally I called customer service because I wanted to know how that could possibly be. A 65 pound box of designer clothing that was clean when I sent it was not rejected for being stained?

I was told I would receive a call back that afternoon, but by 7PM no one had called me. I logged in again and suddenly the reason for the rejection had been changed to "odor". I called the next day and was told that the box was giving off a mildew smell and had to be rejected. I was promised that they keep items in a climate controlled warehouse, so there was no way they could have caused this issue. I certainly didn't send them a box of mildewy clothing, so the only possible explanation is that UPS - the company they ship through - exposed the box to water during transit.

I was told that my box would be shipped back to me for no fee, and they would also ship back my other rejected items at no fee. I was then sent *one* tracking number for UPS, which was tagged as containing everything. However when that box arrived it ONLY had the rejected items from the first box. The second box was nowhere to be found.

Meanwhile I'd opened up a claim with UPS, but UPS says because the shipping label was on the swap.com corporate account, they have to deal with swap.com and not me. So they attempted to inspect the package at swap.com, but no one there was able to help them or do that, and they cancelled the claim.

Ultimately I waited for a representative by the name of Matt Flores to get back to me today because no one had any idea where my package wound up. He said that he would get back to me within an hour, and two hours later I was forced to contact him.

It turns out they divided my package up into four shipments and then sent them to THE WRONG PERSON IN ANOTHER STATE. Now there is NO WAY that UPS is going to grant a claim, because they have no way of knowing if the damage done to the items in the package was done by them, or during this insane mishandling of my merchandise.

Meanwhile there is the third package I sent, which hasn't even yet been reviewed for posting of items. Suffice to say this company is a complete disaster.

For those complaining about fees: fees are listed pretty clearly on their website. They charge $1.50 per item sold, PLUS 25% of the sold amount. So if you sell an item for $8, they are going to take $2 plus $1.50 leaving you with $4.50. You're not going to make a ton of money on this site unless you're selling expensive items, and a lot of them.