Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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
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
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
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
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 PhoenixInitial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
DELETE MY ACCOUNTBusiness 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
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
1046 Woodward Ave
Detroit, MI 48226-1906
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1,890 total complaints in the last 3 years.
467 complaints closed in the last 12 months.