Swap.com - Online Thrift & Consignment Reviews 691

Placed my order 10/10/22. expected arrival date was 10/17 through 10/21. Order still shows processing and I've not received an email response with my order update or an expected shipping date. Text messages from the company are apologetic but otherwise unhelpful. It seems the company can't keep up with demand and should update their processing/shipping times to reflect that.

Really amazing things at a great price! Gems! Gems! Gems!

I placed my order 10/11. It is 10/31 and it has not shipped yet. Apparently footwear is delayed due to inventory audits. This was not an email I received from them or a notice on the site prior to placing my order. The company has not communicated it to me directly at all. They have a notice on their help page when you search "order not received". I have no idea when they plan on shipping my order and feel it would have been nice to know ahead of time without having to search for why my order hasn't shipped on their site.
*Update* After 4 weeks I received 4 of the 7 pairs of shoes that I ordered. They didn't tell me I wasn't getting the other 3, I had to log in and see that I was refunded. On top of that they refunded the pairs as store credit when I had used partial store credit to pay. They should have refunded my card instead of store credit as I wouldn't have even had to use my card if I was only ordering the first 4 pairs. Now I've been waiting for a reply to my email regarding that issue.

I still don’t have my order. When I placed it, was given a delivery window of Oct 14-Oct 19. It’s Oct 31st and it hasn’t shipped yet. Customer service says they’re still processing orders that were placed before mine, which means they knew they were behind on processing when they promised shipping. This happened when I placed an order last year too. For my trouble, they only offered a coupon for my next order. Too bad there won’t be a next time.

I never received my package. I would like a refund.
Order 17222591365-17260314931

I never received my order. My ordered was placed on October 10, 2022, and my card was charged. It is now October 31. The order still says processing.Customer service just tells me sorry, it’s still processing with no commitment that I’ll ever get my order, even though they charged my card. What kind of online store is this?

Order still "processing" 3 weeks later, no update from the company and no response from customer service. Do not recommend.

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 haven't received it yet! And I reached out to customer service asking for a status update with no reply. It's been over 3 weeks and it still says processing. Hoping someone sees this and let's me know what's going on...

I’m missing 2 pairs of shoes from as far back as September 8 and no one is responding to my emails. I’m very disappointed

I ordered a month ago and still haven’t received my order even though it was supposed to arrive 2 weeks ago. Swap’s communication about shipping times and delays is disappointing.

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!

I have not received my order yet. The website still shows it processing after 3+ weeks. I sent a message to customer service and have not heard back.

Ordered some clothes 2 weeks ago. Wondered why I hadn't gotten any tracking information and had to wade their maze-like FAQs just to find out they are VERY behind in shipping. The shipping dates in my email were off by quite a lot and I can't reach anyone in customer service. I would be more patient if I wasn't lied to about shipping dates and if they got their act together. I'm tempted to do a charge back because you can't reach anyone to cancel. Not cool, swap.com.

UPDATED: The order has arrived. It is complete and terrific. Several of the items seem 100% new!

I placed my order on 10/10. It has been 3 weeks and my order is still listed as "in processing". I can't rate my satisfaction with my order because I have not received it. 3 weeks is too long.

I still have not gotten my items. I also have not gotten an answer as to why I have not received my items or when I will and I have been trying to find out for 2 weeks now.

Extremely Long Wait Time
I ordered a bunch of items on October 10th and they are still processing the order and it's October 31st. No updates at all in that whole time.

I ordered over 3 weeks ago and my order still hasn't even been shipped. One item has apparently been cancelled, but I never got any communication telling me that. I only know because a refund was issued to my credit card, so I checked the order status in my account. I've never gotten any communication at all other than the original order confirmation email that generates immediately after ordering. Not even the confirmation email indicated to expect exceptionally long shipping times. The first communication I received is an email asking me to rate my recent experience as if the experience is completed. My order hasn't even been shipped yet. My experience with swap.com has been less than stellar the other times I've ordered, but this is absolutely the worst and I don't even know if the items I ordered are as described because I haven't received them yet.

We never got our items and when I emailed about them last week I never got a response.