Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an item on March 8, 2025. Order number: ********. Original seller input invalid tracking number to give appearance that item was shipped to StockX. Seller failed to ship item and original time of arrival has lapsed. StockX continues to force me as a customer to wait. Instead of issuing me a full refund for the unfulfilled order, they forced me to match with yet another seller that may or may not ship, causing a continued wait time. I simply want this order canceled and full refund issued back to my original form of payment for failure to fulfill order within the order timeframe stated to me as a customer!

  

  Business Response

  Date: 03/19/2025

  Hey *****, 

  Thanks for reaching out regarding your recent purchase of the Stussy ************ Pigment Dyed Tee Black (SIZE: M) on Order 73186094, we're very sorry to hear about this situation and understanding it can be frustrating. 

  As a one time exception, we've gone ahead and cancelled this order for you and issued a full refund to your original payment method. Please allow 3-5 business days for the funds to appear back on your card. We appreciate your patience and understanding throughout this process and look forward to assisting you in the future. If you have any other questions or concerns, feel free to reach out to our **************** team and they will be happy to assist. 

  Thanks! 

  Customer Answer

  Date: 03/19/2025

  [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

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i ordered a pair of sneakers from stockx on the 21st of feb. 5 days pass by and nothing have to been ship according to the tracker. Reach out to the rep. *** said no need to worry they have 5 days to ship. 2 days later i get an email saying order canceled. Reach out back to the rep. ** order was canceled cause they could not link me with another buyer. So they offered me a $30 off. The shoes are $50+ more than what i purchased for why should i have to eat the higher price cause they offering products that available. i want the shoes and the price i originally paid for. Stockx needs to make this right. This has happen before when it comes to new product

  

  Business Response

  Date: 03/19/2025

  Hi *****, 

  We're sorry to hear that your recent purchase #******** **** Air Foamposite One Galaxy (2025) (SIZE: 10.5) was cancelled after waiting for 5 days. We understand how disappointing this must have been for you. Usually sellers have 2 business days to ship, but StockX may provide additional business days to ship various new release items at our sole discretion (FAQ: *****************************************************************************************************************). 

  If the transaction is canceled, it is likely due to such circumstances as the seller not shipping the item this time, a carrier issue, or the condition of the shipped item being defective, in which we will first attempt to link you to a new seller. If this option is unavailable, the buyer will be refunded the full amount of the order. If the seller fails to complete the transaction, we may charge a penalty fee, suspend account usage, or both, to prevent a recurrence. We understand that the current price may have increased since the time of purchase, but if the price is far from your desired price, we ask that you bid again at your desired price and wait for a new transaction. We hope you understand and apologize for the inconvenience. 

  Since this was your first purchase with us and we wished to provide you with a better customer experience, a $30 discount code was provided to you via email which we are happy to see that you have already used on your new order #******** **** Air Foamposite One Galaxy (2025) (SIZE: 10). With the additional $30 discount code we see that you were also able to purchase at a lower price than your first purchase. Your new order is currently en route to our verification center and has an estimated delivery date between 03/22/2025 - 03/31/2025. You will receive notification updates by email and can also see the progress in the Buyer section of your account. 

  Again, we apologize for the inconvenience. We hope we were able to provide clarification on order cancellations and that you receive your new Foamposites soon. If you have any other questions, please reach out to us via our contact form here: *******************************************. Thank you. 

  Customer Answer

  Date: 03/19/2025

  [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:]

  My original order was for 10.5 not a 10. As you can see i tried multiple times to bid for 10.5 no response for that. So I switch to a 10 so that's why I was able to get it for cheaper.  And this is not my 1st time purchases from this site. I have other accounts i used. Bottom line is that you guys need to have a better process as I said before this have happen to me twice already and I personally know people that happen to them also. You guys let anyone post items (they currently don't have in there position) to the site to sell. You can charged them a fee or whatever you do but what's stopping them from opening another account(NOTHING). All your customers want to honor the original price the seller and customers agree to. The seller backs out because he/she want to get more money or they never had it the item in there position the 1st place stock x job needs to match them with any seller for that exact same price. You giving us our money back(You HAVE TOO) is not a help. We just want the items. 

  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 03/21/2025

  Hey *****,

  We appreciate your feedback regarding your situation. We take this matter very seriously and we do have specialized teams that focus on monitoring sellers who break the rules. We are constantly paying attention to these sellers and keeping checks and balances. If we do notice sellers that aren't holding up to the integrity of our site, they do get penalized and suspended.

  If you have any further concerns, please reach out to our support team at **********************************************************;

  Thanks

  Customer Answer

  Date: 03/21/2025

  [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,
  
  ***** ******

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  stockx will not send out my package and they will not reach back out to me to let me know when my package will be sent out. They have verified my item as authentic and given me tracking info. I called and they told me ***** couldn't delivered because there was a issue and that they couldn't tell me why is was sent back. Now they are telling me they don't know why ***** hasn't picked up the package in 3 business days and counting. This is the second time I've contacted stockx about the issue and they don't seem to care to resolve it,

  

  Business Response

  Date: 03/12/2025

  Hello there, thank you for reaching out we apologize for the inconvenience regarding this matter. Looking closer into this we do see that we are in the process of shipping out as our team has completed verification of this order. You should see this item delivered between this week and the week of the 17th of March. Again, we apologize for the inconvenience and we appreciate your patience. If there is anything we have missed please continue to reach out customer service and we will be sure to follow up as soon as possible. 

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes and needed the xpress option which i paid extra for i had a very important event to get too this weekend when i got to check out it switched to the wrong xpress shipping which extends the shipping time i contacted customer service immediately to fix this the shoe is preverified meaning its sitting in stock x warehouse not a sellers hands but repeatedly i was given the run around i even asked them to cancel and i repurchase right away they refused to help all because their money hungry and it was just the worst customer service i ever experienced and now my event is ruined and i over paid one of the **** said they could make a one time exception and then another refused too and yet that shoe is still sitting there and has not shipped ! Even though i paid within the hour it says at check out i want that order canceled and my refund or im calling my bank and a lawyer ! I will never do business with them again and i will let my whole sneaker community and team to shop elsewhere

  

  Business Response

  Date: 03/06/2025

  Hi *******, 

  We're sorry to hear that the item you purchased was accidentally purchased with standard shipping rather than Xpress shipping as you intended. We understand you purchased the item for an upcoming event, and we understand how frustrating and time-sensitive this must have been for you. Unfortunately, without the order number or registered email address, we're unable to investigate this matter for you. However, to provide some background on our cancellation policy, due to the nature of our live marketplace, once an order is confirmed, we typically are unable to cancel. Although we understand that you reached out to us right away, we hope you can understand that there is a seller on the other end who received notification that their item matched with a buyer and to begin the shipment process. We have policies in place for a fair marketplace for both our buyers and sellers. FAQ: *********************************************************************

  If the item was eligible for return for credit, we encourage you to return the item for credit (FAQ: *****************************************************************************************). Also, by using our No Fee Resale feature, you can resell your item on the marketplace within 90 days of delivery, and well take care of the selling fees! For more information, visit our FAQ: *******************************************************************. Please note that the purchase must be made via a StockX registered account to be eligible. 

  We're sorry if we were unable to provide you with a more desirable resolution, but we hope we were able to provide clarification on our cancellation policy. If you have any other questions, please reach out to us via our contact form: *******************************************. Thank you. 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stockx chose ***** as the carrier of choice, who forged my signature and claimed that a $1200+ product has been delivered and signed by me. Stockx is refusing to engage ***** in the investigation.

  

  Business Response

  Date: 03/05/2025

  Hey there, thank you for reaching out. We apologize for the inconvenience regarding this matter looking over your case we do see this the package was delivered on Saturday 12/14/24 at 11:21 AM. Please double-check with your neighbors to confirm they do not take the package per error and if they do not have it. It appears there is an chargeback dispute filed with your financial institution for order #******** of the GO Star Wars Imperial Star Destroyer Ultimate Collector Series Set 75252  that has resulted in a hold of the buying function of your account. We completely understand this dispute was filed with no harmful intentions. While you are completely within your rights to file a chargeback dispute, please understand that StockX does not allow chargeback disputes in accordance with our StockX Terms and Conditions in an effort to maintain marketplace integrity. Due to these finding at this time we are not able to honor this claim. We ask that if you have any further questions or concerns you continue to reach out to customer service and we will be sure to follow up as soon as possible. 

  Customer Answer

  Date: 03/05/2025

  [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,
  
  ***** ****

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order was placed and money was paid in full for over 3 weeks the status of my order was "in progress"; after 26 days in the same status I inquired about the order. They stated delivery should take 12 - 15 days to arrive. When I inquired about the order in a chat they simply told me there was a problem a few days ago a returned my money. This company just held my payment for over a month then simply canceled my order and refunded me the money. It was very unprofessional and should be illegal for a company to hold on to payments, while leading you to believe it is in transit, then just cancel without reason and refund payment in 3 to 5 days business days with no penalty: as if I was a creditor lending them.

  

  Business Response

  Date: 03/04/2025

  Hey *****, 

  Thanks for reaching out regarding your recent purchase on StockX, we're very sorry to hear about this situation. 

  After reviewing your account, we were unable to find any cancelled orders. Your most recent purchase of the Jordan 12 Retro Flu Game (2025) (SIZE: 9.5) on Order 72968825 was recently linked to a new seller at no extra cost as your original seller was unable to fulfill the order. There was no refund issued to you for the order, but if the new seller is also unable to fulfill the order, it will be cancelled and a full refund will be issued to you. If you have any questions or concerns regarding this process, please reach out to our **************** team and they will be happy to assist further. 

  Thanks! 

• Initial Complaint

  Date:02/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe stock x to be pretty fraudulent lately I received an alert saying no seller fees then I listed four items all within a few minutes of each other but only one went through right away and got the discount after noticing they did not remove the seller fees on the other two items I contacted them and was told that two of them were outside of the time but like I said they were all sold within minutes of each other did not go through auction etc just sold for the lowest price due to no seller fees then went back and seen that I was charged on the two they tell me that I'm outside the window there is nothing they can do and if I cancel they will charge me fees and put my account flagged. Basically telling me that the other two items have no chance or I have to take even more loss

  

  Business Response

  Date: 02/21/2025

  Hey *****, 

  Thanks for reaching out regarding your recent sales and our seller fee promo. We're sorry to hear about this situation and have taken a look into this to ensure these orders were handled correctly. 

  The promotion in reference was a 24 hour offering where any items sold from 2/6 @ 12 PM to 2/7 @ 12 PM would receive 0% transaction fees. We reviewed the sales in question and what times they were sold to confirm. 

  Order 72333966 for the Nike Air Max 1 '87 Premium ******************** PE (2024) (SIZE: 9.5) was sold within the promotional timeframe, and no transaction fees were deducted from the payout (Sold on 02/06/2025 3:18 PM). 

  Order 72374597 for the Jordan 17 Retro Low All-Star Lightning (2024) (SIZE: 9.5) was sold outside of the promotional timeframe, and did not receive a deduction of our transaction fees (Sold on 02/07/2025 12:31 PM). 

  Order 72374621 for the Supreme Faux Fur Jacket ***** (SIZE: L) was sold outside of the promotional timeframe, and did not receive a deduction of our transaction fees (Sold on 02/07/2025 12:32 PM). 

  Order 72437078 for the Jordan 3 Retro Palomino (SIZE: 10) was sold outside of the promotional timeframe, and did not receive a deduction of our transaction fees (Sold on 02/09/2025 4:34 PM). 

  If you have any questions or concerns, please feel free to reach back out to our **************** team and they will be happy to assist further. 

  Thanks! 

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a sell on stockx 1/4/25 for ****** 5 shoes. The sale prices was $330.38 and stockx has not paid me for my shoes. They have had my shoes since 1/10/25 and I've reached out to stock x over 10 times for information. I was told that on 2/3/25 my payout was approved and should receive within 3-5 business days. I still have not received any payout and on top of that when I called today I was told that there was a system error resulting in my payout not being made. Then was advised that I need to wait another 5 business days in order to have the payout processed again. I was promised a call back by a manager on 1/31/25 but no one called me back. The following message was sent by stock x: Hello ******,My name is ******! Thanks for reaching out to StockX. I understand you're contacting us for an update on your payout for your order ******** for the ****** 5 Retro Fire Red Silver Tongue.I have news! The payout for your order has been successfully issued. Please be aware that now that the payout has been released, it has a timeframe of delivery to your account of 3 to 5 business days. It usually takes less than that, however, depending on your financial institution, this is the time lapse you should wait. If after these 5 business days you still have not received your payout, please contact your financial institution in order to check the status of your transaction.Thank you for being part of the StockX community. Have a wonderful day with your loved ones!****** StockX ****************

  

  Business Response

  Date: 02/21/2025

  Hey ******, 

  Thanks for reaching out regarding your recent sale of the Jordan 5 Retro Fire Red Silver Tongue (2020) (SIZE: 16) for Order 71438907, we're very sorry to hear about the delay with your payout for this item. 

  After reviewing the order, it does look like your shoes initially did not pass our verification process. We sent them back to you and they were delivered via ***** Tracking ************. Our **************** team received an inquiry from you shortly after regarding the item, and after further review we requested you ship them back to the facility. Upon their arrival, they passed verification and a request was made to have your payout processed. 

  On 2/11, your payout was successfully issued to the bank account on file within your Hyperwallet account in the amount of 330.40 USD. If you are not seeing the funds on your end, please reach out to our **************** team as soon as possible and they will be able to assist further. 

  We appreciate you bringing this situation to our attention and are happy to see it has now been rectified. 

  Thanks! 

  Customer Answer

  Date: 02/26/2025

  [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

  Date:02/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear StockX Customer Support,I am writing to formally express my deep concern regarding the 2019 StockX data breach that has compromised my personal information. As a loyal StockX customer, I trusted your platform to protect my sensitive data, and this breach has caused significant distress and inconvenience in my daily life. The exposure of my personal and financial information has left me vulnerable to potential identity theft and fraud. Since the breach, I have had to monitor my financial accounts closely, change multiple passwords, and take additional security measures, all of which have been both time-consuming and stressful. This situation has greatly impacted my confidence in StockXs ability to safeguard customer data, and I urge you to take immediate steps to rectify the issue. I request a detailed explanation of how this breach occurred, what specific data was compromised, and what proactive steps StockX is taking to prevent future occurrences. Additionally, I believe affected customers should receive appropriate compensation for the distress and inconvenience caused by this incident. As a valued customer, I expect ********************** to prioritize transparency, security, and customer care. I look forward to your prompt response addressing these concerns and outlining the steps you will take to restore trust and ensure that such breaches do not happen again.

  

  Business Response

  Date: 03/05/2025

  Hey ******,

  We apologize for the inconvenience you've experienced. Please take a look at this link for any information you need - ******************************************************************

  If you need any further assistance, please reach out to our customer service team at ****************************************************.

  Thanks

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Black "Fear of God" Hoodie on StockX on 11/18/24.Order #: 01-8K5A30FUN5 The purchase price was $68.00 + Tax, process, & Xpress Shipping $17.95. Total Payment = $97.64.We received the Hoodie on 11/25/24. We immediately noticed that it was in bad shape (worn out - color was faded) and the lettering on the front of the Hoodie were/loose, (Letters ********* of the word "ESSENTIALS" . We also saw a few spots. We immediately (30 min. after receipt) took photos of all the damage. We then (~45 minutes later) initiated a return with StockX online. This date of receipt of the hoodie and the same date of online return are both confirmed as there is a record of this (w/ ****************************** return email confirmation to us). In starting the return process, we detailed the reason for the return (On StockX website) and ATTACHED PICTURES of the Hoodie Damage. Again, all this - receipt of Hoodie, pictures taken of damage, and the uploading of the pictures to StockX own website took place on 11/25/24. StockX confirmed ******************** of the returned Hoodie in an email sent to us on 12/2/2024. They confirmed a total refund of $79.69! We waited for 2 weeks to receive our refund, but it never came. We called StockX to inquire, where we were told that they now could not extend a credit because WE damaged the Hoodie. For the next week we chatted, emailed, & called StockX (& escalated to supervisor) explaining we received the Hoodie and uploaded the pictures of the damage to the StockX webpage the same date of receipt! The Stock X website confirms this as does the online return confirm. We couldn't have damaged a hoodie that we were in possession of for 45 min. before sending them photos of the damage. StockX continues to say we damaged it & has not provided credit they promised. Again, they received pictures of damage on same day we received hoodie!!. They also received hoodie back in their possession 6 days after we received it in same condition we got it in.

  

  Business Response

  Date: 03/04/2025

  Hi *****, 

  We're sorry to hear that the item you purchased, order # Fear of God Essentials Pullover Chest Logo Hoodie Stretch Limo/Black (SIZE: XS), wasn't what you expected. We understanding how frustrated you must have felt to receive the item in the condition you described. Unfortunately, the way you returned the item via our self-serve return for credit is only used in the event such as the fit was not as expected, didn't arrive in time, or if you simply changed your mind. However, if there is something wrong with your order (damaged item, received the wrong order, etc.) we still stand behind every order with our Buyer Promise which would require you to fill out a form to customer service and provide photos prior to return. Please see our return policy here: ***********************************************************************************************;

  Although we were able to see in your notes of your reason for return due to not fitting and loose lettering, upon return, our verification experts also found that the garment showed clear signs of heavy try on/use, stains on the hoodie and stretched cuffs, therefore the return for credit was rejected. As signs of use was not the reason for the return, and signs of use were found upon return, it is difficult for us to determine if the item was this way when you received the item. For that reason, using the Buyer Promise Form to provide photos and providing a detailed description of the reason is essential in the return process. We understand this is not the outcome you expected, but we hope you understand and apologize for the inconvenience. Here is the correct Buyer Promise Form for reference: **********************************************************************;

  If you have any other questions, please reach out to us via our contact form here: *******************************************. Thank you.