ComplaintsforSidelineSwap, Inc.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Swap ID: #******** I made this purchase on 5/5 from PIAS_Fullerton. Sideline swap forces you to accept item within 72 hours. I had no opportunity to use the bat before approving the sale. When I used the bat the cap came flying off on the first swing. The end cap was glued on with grass in the glue. Picture attached. The bat was bought by play it again sports ********* from a customer who pulled a scam on them with the glued on cap. Play it again sports passed that scam on to me buying it on Sideline swap knowing that in 72 hours I would not be able to identify the problem. I contacted PIAS_Fullerton on sideline swap and they agreed to take it back for refund. Then they backtracked then stopped responding. This is a complete scam,

  

  Business response

  06/03/2024

  Hi *******,

  Please return the bat to the below address. Follow up with our support team once the bat has been delivered and we can issue your full refund. 

  PIAS Fullerton, ******************************************************************************************************

  Thank you!

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hockey stick from a Canadian resller Hky Stick Man on SidelineSwap May 2nd 2024. Upon receiving the item on May 10, 2024 we noticed right away that the item was a counterfeit. We followed the SidelineSwap process within the time period and submitted a dispute to return the stick providing written testimony about abnormalities found and provided photograph evidence. We received a very generic email from their team stating the item was not permitted to be returned and if we are unhappy we should just try and resell it...We paid $278.00 (including shipping from ******) for a FAKE stick, how could we turn around and attempt to resell a fake let alone make our money back? According to the SidelineSwap Buyer Protection Program: "SidelineSwap will issue a full refund if your item is never shipped, is damaged, or arrives not as described." I asked to have the dispute escalated, they asked for additional pictures which we took next to 2 similar CCM brand sticks we already own showing the obvious discrepancies in spelling, font use, and design and again received a very generic response. I cannot call the company, they don't have a phone # listed and I have zero confidence they have escalated this properly because they aren't adhering to their listed "buyer protection" guarantee and why would they want someone dealing counterfeit stick via their site. My last email was a very emphatic disagreement that they refused to allow our return and especially because they are allowing a seller on their site to mis-represent a trusted brand, mislead their potential buyers and are dealing in counterfeit product at a very inflated price. I would like your help in getting us our money back.

  

  Business response

  05/28/2024

  Please return the stick to the seller's address and share the tracking code with SidelineSwap once you have. Once the stick has been delivered back to the seller, we'll issue your full refund. Thank you!

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had a transaction to sell a bat on Sideline Swap, this is 12+ transaction and never had an issue with Sideline Swap. Sold as described and shipped immediately to buyer, during transit buyer looked up local little league rules for organization and found they could not use USSSA certified bat. ***** wanted to refuse bat and ask for refund. As shipper I informed him to reach out to Sideline Swap, I did not approve a refund. Sideline Swap allowed buyer to refuse bat, for over 30+ days buyer maintained he refused bat and dropped back off at local ***** facility for shipment back to me. Today Sideline Swap cancelled the transaction, refunded buyer and left me hanging to file a claim with ***** after they informed they would reach out to ***** directly weeks ago. No resolution, Sideline Swap should not be allowed to approve returns to shipper without shipper authorization. I'm not left without fair market value of my bat asset or transaction money that it was sold for through Sideline Swap. Very unethical business practice on their part and supplied the shipper in the transaction with no support. They collected their money and provided buyer with full refund. Swap ID: #********

  

  Business response

  05/21/2024

  Hello! We're sorry to hear you had a frustrating experience with this swap. I first want to clarify that when we refunded the buyer, we refunded them in full, including our earnings, so SidelineSwap did not earn anything from this sale. As a one-time courtesy, we have added your earnings ($108.57) to your balance from this sale. The circumstances are highly unusual, so we don't anticipate this being an issue moving forward. Please let us know if you have any other questions!

  Customer response

  05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bat on SidelineSwap and the bat condition was NOT as advertised by the seller. I received the bat, it has a crack in it and it rattles, which means it's broken. I followed SidelineSwap's policy to open a dispute for the issue, and they closed the dispute and marked the sale as completed. The seller believes the bat was damaged in transit, but either way, the bat was not as advertised and I should get a full refund according to SidelineSwap's policy. I followed up on the dispute by submitting a service ticket with SidelineSwap (#********), and they responded today (2/26/24) with the below email, in which they tell me to resell the broken bat.****** (SidelineSwap)Feb 26, 2024, 12:41PM EST Hi *****, We apologize for the inconvenience, but all dispute resolutions are final. Our team evaluated the original listing along with the evidence you provided and determined this item was not eligible for a return. While you may still inquire with the seller if they're amenable to a return, they are not obligated to accept the item back. In the event they will not accept a return, we recommend re-listing this item for sale in your own locker! If you were to list this item, we'd be more than happy to waive our fee for the sale. Merely let us know when the listing is up and we can get that setup.

  

  Business response

  02/27/2024

  Hi *****,

  We apologize for the confusion, but this dispute was not handled correctly! Because of the damage, you should have been refunded, so we just refunded you in full and have provided the seller with instructions on how to file a claim to get reimbursement from ****** We just ask that you hold onto the damaged bat in case the seller needs it as evidence for his claim. 

  Thank you!

  Customer response

  02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  The response acknowledges their mistake, and I am being refunded the full amount.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb, 12, 2024 I purchased a lacrosse helmet off sideline swap. The seller said in the description that the cage on the helmet was bent but still very usable. What the seller sent me was a helmet that was so broken it was not approved for use in lacrosse league play. It was not usable and was also broken! The part of the helmet under the cage was snapped in half, also making this helmet not approved for use. This was not disclosed in the listing. I paid 150 dollars for the helmet and would have to put in another 150 at least to get it recertified which ends up being more than the cost of a brand new helmet! I immediately disputed the sale upon the arrival of the helmet, and sideline let the sale go through saying that "it did not meet the required threshold for a return." How could it not? It is a completely unusable broken piece of equipment. Of course I did everything I could to try and get the seller to let me return it but he knows it's worthless junk and would not take it back. I tried to dispute the finding of the dispute but ******** said there's no disputing an outcome. They advertise their buyer guarantee but offer no protection when I am shipped a broken mis-advertised product. I want my money back. Swap ID ********

  

  Business response

  03/11/2024

  We apologize for the inconvenience, but unfortunately the photos and evidence you provided were not sufficient to show the helmet did not arrive as it was advertised. The photos included in your dispute look too much like the photos in the original listing to warrant a dispute. As a courtesy, we've added $10 in site credit to your account to make up for this experience. Thank you!

  Customer response

  03/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The listing clearly stated that it was a completely usable helmet when in fact it was bent beyond usability. On top of that it also has a broken part that is not replaceable.  The seller said it was usable and it is not.  It is against league rules to wear this helmet therefore making it unusable.   It can not be used.  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  03/14/2024

  At this time, the dispute has been closed due to the lack of sufficient evidence. We added $15 in site credit to your balance, but we cannot require that the seller accept a return or a refund. 

  Customer response

  03/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It was you who closed the claim prematurely. The claims by the seller were completely false and a flat out lie. The helmet was certainly not usable and is also broken - which was completely undisclosed in the seller's listing.  Your protection policy is supposed to safeguard against that.  I Know that a refund from the seller is off the table now because of the actions of your company but you still have the option to stand by your policy of protecting the buyer.  I would like a credit for the full price of the helmet.  Then I can use that to purchase a new helmet.  What good does that small offer of credit back to me do when helmets are $150 and I need a helmet? A full credit for the helmet will resolve the issue and truly protect the buyer like you claim to do.  
   
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i open up account to sell skates for 350$- a person purchased them - they send me email that need deposit 150$ prepaid amex - i did to end the sale . they send me another email that to close traaction we need another 350$ pre paid amex card. i did. they then send me another email that we need another 200$ pre paid amex card. the whole thing was completely misleading as first email i got said we just need 150$ pre paid amex. i then asked i dont feel comfortable sending any more pre paid money. they are refusing to release my money back to me uless i send them another 200$ pre paid amex. i want my money back and account close.

  

  Business response

  02/02/2024

  Hi there! We're sorry that you had this experience, but we're unfortunately unable to refund money that was not spent on our platform. We require users to keep all transactions and communication on the site to avoid potential scams. 

  Customer response

  02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  I do not want to sell my product on your website - their is zero reason to hold money when their has been zero transactions that has taken place . It's complete fraud ! *******************;

   

   

  

  Business response

  02/05/2024

  Hi ****, apologies we don't completely understand the complaint! We are not holding any money of yours. Your communication was taken off the platform, SidelineSwap is not responsible for any money exchanged outside of SidelineSwap's platform.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/3 I sold a hockey stick to a buyer. on 11/10 the item was delivered and broken in half by **** during shipping.on 11/13 sidelineswap refunded the buyer who STILL HAS MY STICK in his possession. He was never instructed to send it back or anything. So they buyer has my item (broken) and his money back. I am left with nothing. I have filed a claim with **** but the buyer has the item and all the evidence and has ZERO incentive to assist with anything since he was already refunded. Sidelineswap takes zero accountability for this and just pushes this on the seller. Their email literally says "We have refunded the buyer, but we want to make sure you dont walk away empty-handed." .. This does not seem legal, let alone ethical. The person who I do not know, now owns my stick and has he full refund. This is horrible business and I will absolutely pursue legal options if necessary.

  

  Business response

  11/15/2023

  We have provided a return label to the buyer at our cost. You should have the stick in your possession within the next week or so. In the future, we encourage you to look into insuring your items with SidelineSwap's insurance. Simply toggle the insurance switch on when you're listing your item to insure your gear. Thanks!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seller did not ship package and my money is tied up and cant purchase from someone else until after 10 days.Company and seller continue to blame post office but sellers continue to print label and not send package. After five days buyer should be able to cancel but they will not allow that if label is printed and package is never taken to post office.Called post office and they indicated that is does not take four or five days to scan a package regardless of what is being shipped.

  

  Business response

  10/03/2023

  We're sorry to hear about the delays you experienced with this swap. Unfortunately, it is a reality that with a lot of package volume, it can take several days between dropping a package off at **** and seeing a tracking scan on that package. This seller has made over 20 sales and has 100% positive feedback, so we know they wouldn't purposefully provide a bad experience. We see this package is out for delivery today, so we hope it's to your liking once it arrives!
  

  
  

  Customer response

  10/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  The buyer should be able to cancel order after five days of seller not knowing where package is. Below are the responses I reviewed. Never explained why there was a different label. Support was no help. If seller prints a label that should not onda te it is shipped. I understand there are delays in shipping and package might take longer but not knowing where the package is and then having to wait 10 days for the funds to be released is not good business.
  

  i apologize the package has been shipped however there is a separate label which ill try to get information on, i apologize for not letting you know

  yes, i apologize about this ill zoom by the post office and check and make sure the item was shipped

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  10/10/2023

  The package was shown as in transit one day after the seller said they'd follow up on it and was delivered 3 days later. We're glad to see it turned up! We do apologize for longer than anticipated shipping delays, but unfortunately, we cannot control **** and these delays are part of the risks of shipping and ordering goods online.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a ***** hyperlite from Slapshot 18 on August 11 and didn't get it in the mail till august 21,I was away till the 25th so I never had a chance to get my hands on it till the 26 which was after the 72 hour period to file a dispute,when I got the stick I noticed that the toe of the stick looked like it had a manufacturing error as it was a completely different colour then to the regular ***** blade technology aswell as it had a **** on the top of the blade were it looks like a skate hit it or something,the bigger problem was that the blade made a crunching noise and crackles when you put pressure which means it's broken on the inside of the stick,the stick hasn't seen the ice and has only been stickhandled with in the basement for 5 minutes which was when I noticed it was broken inside and .I'm a regular user of ********************** and have used this platform to purchase around $750 worth of sticks in the past and have never had an issue like this,im hoping for sideline credit or a refund to purchase a different stick.Thanks

  

  Business response

  08/30/2023

  We're sorry to hear that you had a disappointing experience with this purchase. Please note, SidelineSwap gives buyers up to 72 hours to evaluate the condition of the stick before the funds are released to the seller. If a dispute is not opened in that time, the funds are released to the seller and we cannot compel them to issue a refund or accept a return. As a courtesy, we've applied $15 in site credit to your balance to use on your next purchase as a courtesy. Thank you!

  Customer response

  08/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. The reason I'm rejecting your means of resolving this issue is because the package was delivered to my house before I got home from my trip because the seller shipped it late.I ordered the stick on August the 11th and went away for a family event from the August 20th- August 26th,The seller slapshot18 was supposed to ship my stick August 14th which meant I would have gotten it before I left for my trip as he lives fairly close to me,instead he shipped it August 16th which meant It wouldn't have gotten to me in time before I left,the stick sat outside on the front porch until the 26th which was after the ******************************************************************* had problems because I wasn't their to look at it because I was away.Once I got to see the stick I realized it was broken and used the funds were already released to the seller,I had no way of holding the funds until I got back from my trip.

   

  
  Regards,

  Noah

   

   

  

  Business response

  08/31/2023

  We understand the frustration, but unfortunately, SidelineSwap does not offer any shipping or delivery speed guarantees. We put the onus on our buyers to make sure they or someone they trust will be available to receive and evaluate the condition of their item. The swap has been completed for some time now and we are unable to issue a full refund.

  Customer response

  08/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  I understand that you can't issue a full refund but I think a partial refund or equivalent SidelineSwap credit is fair.I'm a regular user of ********************** and have spent $750 over the last year and a half with no problems.You should protect the people buying when something shows up broken.

  
  Regards,

  Noah

   

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my sons equipment for credit at a SidelineSwap trade in even in ****************, ********. We were told we would receive an email with a credit code that would be redeemed at the register at checkout. When we tried to use the credit code the cashier advised that it provides an error at checkout. There is no way to contact other than email support. Support says the redeem code was pressed by the cashier and so it has been redeemed even though we have never redeemed it. They will not reply to any support emails. It has been 3 months.

  

  Business response

  08/15/2023

  We are working with this customer through our *********** as well, but we've reached out to the Peranis store referenced in the complaint and are planning to work with the store directly to resolve this issue. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩