ComplaintsforStockX

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 1st, I sold an article of clothing on StockX. On July 5th, it arrived at StockX for verification. After more than a week of the transaction not progressing, and then suddenly seeing a "canceled" status on the transaction with no explanation given, I proactively reached out to customer service, who told me the item failed verification. While this obviously came as a shock because the item is authentic and was purchased from a reputable retailer, I expected StockX to simply return the item to me. StockX created a return shipping label. After another week with no shipping updates, I again proactively reached out to StockX on July 22nd, who informed me that item would actually not be returned to me as part of their policy for unverified items. Upon asking they escalate a review of the case, the customer service agent offered to pass along the case to their "specialized team" to review. Upon their request, I shared a copy of the item's receipt/proof of purchase. After waiting the 1-3 business days that StockX quoted me, and hearing nothing, I AGAIN had to proactively reach out - this time, a different customer service agent offered to submit ANOTHER case to the "specialized team." Today is July 29th, nearly a month after the initial sale, with no resolution. As a StockX member for 5+ years and with over 65 sales transactions with no issue, I am flabbergasted by the lack of proactive communication, lack of clarity, and lack of willingness to find amenable and timely resolutions. My hope is that StockX does the right thing, which is to at least acknowledge authenticity of the item and to cover the retail cost of the item (mind you, the item was sold on StockX at higher than retail). Either way, it's very unlikely I can remain a StockX customer - it's clear that selling on ********************** is not worth the potential hassle, frustration, and lost time.

  

  Business response

  08/12/2024

  Hey ******,

  We're sorry to hear about the issues with your sale of the Fear of God Essentials Knit Hoodie (FW20) *****************************************************

  After looking into this further for you, we do see that our support team was able to open up a second review for this item. Unfortunately, that second review didn't pass our verification standards due to inconsistencies when compared to authorized, retail items. Due to this, the item was sent back to you and delivered on 7/6.

  If you need any further assistance, please reach out to our support team at stockx.com/contact.

  Thanks

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Per Stockx's response, while I did receive the item back from Stockx (received on Aug 7th, not July 6th as their response indicates), their account of the details is not accurate. Stockx says that the item went under a second verification review as a result of this complaint, suggesting that if had successfully passed a second review, then they would complete the sale.  However, in my communications with Stockx customer service since this complaint, a second verification for this purpose was never mentioned to me.  Instead, I was told by customer service that the only resolution to my complaint was to send the item back to me if I could provide original proof of purchase, which I did.  For more than a week, the item went under review by their "specialized team," who would deem whether it was appropriate to simply send the item back to me or not.  No one explained that the review was meant to re-verify the authenticity of the item for the purpose of completing the sale & payout.  Stockx's response here suggests that was the case - but to be clear, it was not based on how their customer service team communicated with me.  Ultimately, while it doesn't make a difference since I got the item back, this inaccurate accounting of history suggests they had no intention of compensating me for the cancelled sale to begin with.  The communication from their customer service team was overall poor, even in trying to escalate the matter, and this response is no different.
  
  Regards,
  
  ****************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sold a pair of new tennis shoes ************** Low OG SP Fragment x *********************** (Size 15) a new box on June 30 and shipped via *** using an approved label from StockX by July 1, 2024. The item/box was shipped on time to a location that was different from previous verification center per the pre printed label sent by Stock X in good condtion with no issues or imperfections.I recieved an email on July 7, 2024, that there was delay in verification.July 8, 2024 , I receive an email stating that the item/box failed the verification process due to mysterious box damage and the sale was canceled and I'm being charged a $15.00 fee for something I did not due.My standing history with this company has not been nefarious or misleading with selling any item/box since working with StockX.As of this complaint I'm unaware who caused the damage (Stockx or ***), but as a consumer and business men I am being penalized for an event that I didn't cause or create.

  

  Business response

  07/23/2024

  Hey *****,

  We're sorry to hear that your Jordan 1 Retro Low OG SP Fragment x *********************** sale was cancelled due to box damage. We see that the item has now been returned to you via FedEx.

  If you have any pictures of this box undamaged before sending it out to StockX, please provide it to our team at stockx.com/contact so they can look into this further for you and work towards a resolution.

  We appreciate your patience.

  Thanks

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered **** Sneakers from Stockx. The order did not go through so I ordered them again resulting in a duplicate order. I contacted then immediately and they requested more info. which I provided four times. They gave me the run around and sent both pair of shoes. I refused the second pair, contacted them and they have not refunded my money. ($111.90)

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent shoes to be sold & they say it failed verification & will not be sending my shoes back to me. If it failed to be verified I want my shoes sent back to me. If my shoes are not sent back to me I want to be reimbursed for the selling amount.

  

  Business response

  07/23/2024

  Hey ******,

  We're sorry to hear that your sale failed verification. Please reach out to our support team at stockx.com/contact to see what the issue is with receiving your item back.

  Thanks

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase from stockx for my baby shower, my package was stolen and my entire building has not seen the package and no one is helping me ! I would like a reship or refund immediately!!!

  

  Business response

  07/23/2024

  Hey *******,

  We're sorry to hear that you never received your recent purchase. We understand how frustrating that can be especially when it is for a certain event. After looking into this further for you, we're glad to see that our support team was able to help you with a full refund issued back to your original payment method.

  If you need anything else, please continue to work with our support team at stockx.com/contact.

  Thanks

  Customer response

  07/23/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *******************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I WANT STOCKX TO DELETE MY ACCOUNT! I HAVE ALRRADY FILLED OUT THE **** DELETION FORM BUT THEY REFUSE TO DELETE IT!

  

  Business response

  07/23/2024

  Hey Will,

  To delete your account entirely, visit our ************** ****************************************************************************************************************************************** ), and submit a "Deletion Request".
  
  Information on how to best navigate our ************ can be found here: How Can I Manage My Personal Information? ( ***************************************************************************** ).

  Thanks
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company have the most rude staff. Fed ex accidentally delivered to the wrong home. I did a claim with fed ex. Fed ex told me to let StockX know to do a claim by they are the shippers. StockX refused to do the claim on fed ex. StockX even made me take photos of my home as if I was lying. I feel that was inappropriate to make me take photos of my home. How ever in my neighborhood all the homes look exactly alike because its a community so its easy to mistaken the home. Only difference is the addresses on the building. Stock x refused to help with this and I am very uncomfortable after having to show and send a photo of my home to them. I just want a refund at this point. The customer service rep name **** was out of order having me take photos of my house. I almost have ADT security cameras on my home and would have caught the delivery driver at that time. I express that to StockX as well. If I cant get this resolved I am thinking about taking other actions. I just want my refund for the shoes I didnt get.

  

  Business response

  07/11/2024

  Hey ********, thank you for reaching out. We apologize for any inconvenience or frustration this matter has caused you. From the photo you provided as well as the photo provided by ****** we can confirm this package was delivered to the correct address. If your package was taken or is missing, We recommend reporting the incident to your local authorities. Please continue to reach out to our support team if you have any additional questions or concerns and we will be glad to further assist. 

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  Sharisha Phoenix

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes on march 22 2024. When I placed the order it placed two times. I could not find the option to cancel the order so I filed a dispute with my bank thinking that would solve the issue. Well 3 days later stockx mailed out both orders anyway. My account was also blocked because (I didn't know then) filing a dispute is a restriction resulting in automatic suspension. I reached out to see what could be done about this. I was told the best option would be to drop the dispute with my bank and reinstate my stockx account then I could mail back the shoes and receive a refund. I immediately went to my bank and dropped the dispute and submitted the form with stockx from my bank stating it was dropped (I was told the form from my bank would make the process go faster) I easily have ten plus emails of me checking in with stockx and everything stating that nothing is reflected on there end and I just have to wait, this process usually takes 30 to 90 days. It is now ever the 3 month **** and I haven't gotten anywhere.

  

  Business response

  07/08/2024

  Hey ******,

  We're sorry to hear about the duplicate orders placed. After looking into this further for you, we're glad to see that your account was reinstated and our verification team received your package back yesterday. Please allow a few business days for our team to process this return before the refund is issued.

  We hope this helps. If you need anything else, please reach out to our support team at stockx.com/contact.

  Thanks

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  DELETE MY ACCOUNT

  

  Business response

  07/19/2024

  Hey *******,

  After looking into this further for you, we're glad to confirm that your StockX account under the email ******************** has been deleted.

  If you need anything else, please reach out to our support team at stockx.com/contact.

  Thanks

  Customer response

  07/19/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************************

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a watch from stockx on the 29th of May 2024. It was delivered on the 10th of June 2024. Stockx claims to verify products from a seller before shipment to the buyer. The product arrived, I wore it for one day, by the end of the day the bezel of the watch was scratched so much that I could no longer read the dial. Additionally, the second hand would occasionally freeze and when I hold the watch to my ear and shake it, I can hear rattling. The watch is a fake. I contacted stockx but they refused to accept a return or provide a refund because I opened the box already. We exchanged multiple emails with the same response. I paid more for this **** watch than it would cost if I had bought it in the store.

  

  Business response

  07/09/2024

  Hey ****, thank you for your patience as we reviewed your request and the photos you provided. We must inform you that your item does not meet our return requirements and is currently ineligible for return. The photos show that the item has been used, with one photo displaying the item on your wrist. To process returns, it is essential that the tag or sticker remains intact and the item remains unused. We apologize for any inconvenience this may cause and appreciate your understanding of our policy. We recognize how frustrating this situation can be and are committed to providing you with a positive customer experience. We regret any disappointment this may have caused. For more information about our return requirements, please visit our FAQ: What is the StockX Buyer Promise? We understand this is not the outcome you were hoping for and thank you for your understanding. Please remember to report any issues with your item immediately upon receipt, ensuring that the tags are still attached and that the item has not been used. Thank you for choosing StockX!
  
  

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  As you can see, this is the copy and paste message that I have received from StockX multiple times. It does not address the item being fake. Thank you.
  
  Very Respectfully,

  *************************

  LT, MC, USN

*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. ↩