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:06/30/2022

  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.

  I believe my StockX case number is CAS-*******-F7V3L1 On 6/5/21, I purchased a pair of Yeezy Slides (order #********-37977843) for my partners Ph.D graduation present. They were authenticated through StockX and arrived on 6/10 with the StockX security authentication tag affixed. I gifted them to my partner tried them on and determined that he needed to size up to 11. My partner submitted the slides to StockX for sale to the company and put the shoes and all original packaging back into the box. He shipped to StockX and a few days later received an email stating that the shoes could not be authenticated and charging him a FEE for the failure to authenticate the EXACT SAME SHOES that they had just DAYS before authenticated and sold to us without issue. Attempted to locate a phone number to contact the company and figure out the issue, but of course they have completely removed that as an option. I used the (intentionally somewhat hard to find) chat feature and explained the issue. I requested the issue be escalated to a supervisor as I needed quick resolution. One of the agents I spoke with was incredibly rude and said things like I didnt realize you worked here too and whatever before ending the chat. I finally got out through to email support where I was informed that the process had been delayed for several additional days as the agents had sent the request to supervisors who never reviewed it instead of correct team (without ever informing the better route is the correct team). This was malicious. Weve sent the shoes back in for inspection. They received the shoes on 6/24 and I was told on 6/27 that I should get a response by the next day. It is now 6/30, have sent 2 emails since 6/27 with zero response. You either sold us fake shoes or failed to properly authenticate the shoes when my partner attempted to sell. Either way, its on STOCKX and not the customer. Theyve been awful and dont care at ALL. About involve my attorney because this isnt ok at all

  

  Business Response

  Date: 07/14/2022

  Hello there,
  
  Thanks for reaching out to StockX in regards to your recent purchase. We have reviewed your cases with our support team, and we were unable to locate a specific chat transcript that included the verbiage you have mentioned in your complaint. We see that an agent did inform you that a specialist team would need to take a further look into the authentication issue which could take 1-2 business days, you then responded demanding that it be done immediately while also threatening to get your attorney involved.

  
  You also provided the order number for the original purchase made, however you did not include the order number for the sale that had failed authentication. We went ahead and reviewed your account, and saw that you currently have no previous sale history. Due to this, the user that has made this sale will need to contact our support team for proper assistance, as we are unable to provide assistance for sales or orders that are not related to your account.

  Thanks

  
  

• Initial Complaint

  Date:06/30/2022

  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.

  i purchased from stock x an when i took my purchase for verification due to their legal is***s they told me my shoes were counterfeit i wrote them within proper time frame sent all the pics needed an they still had me running in circles i want my refund before i ***

  

  Business Response

  Date: 07/14/2022

  Hello there,
  
  Thanks for reaching out in regards to your recent purchase. After reviewing your case with our support team, we did see that you have not provided the photographs requested by the team for review. As a result, we were unable to proceed further with a review of the item. This decision will remain as final unless the necessary photographs are provided.
  
  Thanks

  Customer Answer

  Date: 07/19/2022

  [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,
  
  *************************** I do not know l accept because they do have  documentations of the pictures and this is their scam if this is not resolved I will get attorney an ***

  

  Business Response

  Date: 08/29/2022

  Hey *******,

  Our verification process maintains rigorous internal guidelines to ensure that every item meets quality standards. Since you were unhappy with the quality of the adidas Yeezy Boost 350 V2 Zebra (2017/2022) you received, our support team asked for pictures of the item so we could take a second look at them. You did provide us with a few pictures of the item, but when we requested more pictures of the shoebox label, size tag, bottom of the shoes, insoles, and both the right and left shoe, you weren't able to provide these. Since we didn't receive the requested pictures, there is no further action we can take.

  If you no longer want the shoes, you are more than welcome to sell them back on StockX as long as they're in the same condition as you received them in. If you need any further assistance, feel free to reach out to our support team at stockx.com/contact.

  Thanks

  Customer Answer

  Date: 08/30/2022

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

  first off youve never provided that you asked for the pics I sent them I was never told to sent boxes I do not want nor can sell fake shoes you guys are responsible for an unhappy customer and selling me fake things so its your job to fix it and like I said I sent the pics you wanted 

• Initial Complaint

  Date:06/29/2022

  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.

  In Dec 21 I purchased from StockX, an online platform to buy and sell collectable sneakers for $350.43 ************** High OG Defiant Couture Style ID: BQ6682-006 Us * *en's Size: 7 Condition: New, 100% Authentic Order number: 31333408-31233167 I then listed the shoes to be resold through StockX and they were purchased from me on 3/9/22 via Order number: 34511241-34411000 for $260.13 StockX then canceled this second transaction saying the condition was not adequate. *ind you, these are the same shoes in the same condition they sold me; exactly the same. StockX refused to pay me. And after countless emails they still have not returned the shoes to me either. I would like my original purchase of $350.43 refunded. Or, to be paid the $260.13. This company is very sketchy. I can't find a phone number for them either. Here are some details from the email exchanges:Case #CAS-992756-X3P2T4 CR*:03450004455 CR*:03450004456 CR*:03450004464 CR*:07770001073 CR*:03450004446 CR*:00000000001

  

  Business Response

  Date: 07/13/2022

  Hello,

  We have taken a look into this concern and would like to first offer an apology for the mishap with this sale. After looking into the order and ******* case history here is what we have found.

  On March 7th ***** sold a pair of ************** High OG Defiant Couture back onto our platform, which were previously purchased from us in December of 2021. The shoes arrived to us on March 9th and upon being verified the following day the shoes did not pass our verification check. The reason being that one of the shoes showed signs of use on the bottom and creasing in the toe box. Currently we ask that all items sold on the platform are unworn and in deadstock condition. This includes items purchased on our site previously.

  ***** did admit to trying the shoes on for a few mins to verify they fit when they were purchased. After a second review it was determined that the signs of use were consistent with them having been tried on and maybe not worn, so the shoes were not shipped back to *****. An exception was made by our verification team to honor the payout for Careys sale, but it does not appear that the payout was successful upon first attempt. We are planning to proceed with issuing a full payout for the order which ***** should receive within 3-5 business days, depending on their financial institution.

  Best Regards,
  StockX
  

  Customer Answer

  Date: 07/19/2022

  [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:
  
  The response from the business (StockX) is a lie.  I contacted them multiple times asking for the issue to be resolved.  StockX is fraudulent in this case and only issued my payment as a result of this BBB inquiry.  ************ should be sanctioned further.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/26/2022

  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.

  I sold a ************** basketball shoe (Order No.: 38108634-38008393) on Stock X on June 6, 2022. The platform failed to identify it. The reason for the failure was that the shoe box was damaged and water stained, and I was charged **** ?? , returned the shoes to me. After I received the shoes, I found that the shoe box was not damaged or water stained, but was squeezed by the courier during the delivery. The shoes in the shoe box were brand new and in good condition, so I questioned the identification result through the online customer service and requested ******************** refunded the fee of ****?? deducted from me. The customer service staff did not solve the problem for me, and could not provide reasonable evidence of the failure of the appraisal and the reason for deducting my fee. They were also indifferent. When I asked for the customer service staff's job number , the sales function of my level 5 account is blocked, so far I have not been able to sell a product, causing me great economic losses.My level 5 account on the Stock X platform was obtained by selling 250 items without a single fake in the process and maintaining the same integrity as always. In my process of selling 250 items, I put in a lot of effort and was charged over **** ?? by the Stock X platform. I think that the Stock X platform arbitrarily suspending the account I have worked so hard to use is illegal and even more unfair. I strongly urge the platform to restore all normal functions of my account, and strictly deal with the customer service staff who unreasonably suspend my account, Refund the fee charged to me.My account: ************************ My username: sneakerhead16411994684866

  

  Business Response

  Date: 07/20/2022

  Hey, we apologies for the experience regarding this matter. Looking deeper into this we are able to identify that you were using profanity and foul language to our customer service agent. We will do our best to help you in any situation that demands a resolution but our agents are owe respect as well in trying to assist. Since this was not the case your selling abilities have been suspended. If you have any additional question or concerns please reach out to support and we will be glad to assist. Thanks. 

• Initial Complaint

  Date:06/24/2022

  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.

  I had made a purchase on June 10th, 2022 and after delays am scheduled to receive my purchase on June 29th, 2022. My issue is the lack of customer support. Their site states **** business days for orders to arrive which will not be the case for my purchase. There is zero transparency with their customer service. The customer service is an automated questionnaire with no answers or solutions to my purchase complaint. There are also no directory to an email address or phone number, so customers are forced to accept whatever their pre-written response may be. No refunds are offered unless product is returned within their time frame although it will be outside of that by the time I actually receive my product. There is no accountability from this company. They have not honored their claim for delivery within alloted time and have no clear solution available to this problem.

  

  Business Response

  Date: 07/18/2022

  Hello there,
  
  Thanks for reaching out. Were sorry to hear about the delay with your order and the concern that it may have caused. After reviewing the order, we have concluded that the sneakers were successfully delivered to you.
  
  We appreciate your patience and understanding. If you have any other questions, please feel free to reach out.
  
  Thank you,
  StockX

  Customer Answer

  Date: 07/19/2022

  [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:06/24/2022

  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.

  They suspended my account for no reason. They will not give me an answer why they suspended it. I sell items on stockx and make my living selling on there platform

  

  Business Response

  Date: 07/18/2022

  Hello there,
  
  Thanks for reaching out. Were sorry to hear about the situation with your account. After reviewing your account, we have concluded that some of the action taken violated our terms of use which led to an indefinite suspension of your account. At this point in time, we are unable to reinstate your account.
  
  We appreciate your patience and understanding. If you have any other questions, please feel free to reach out.
  
  Thank you,
  StockX

  Customer Answer

  Date: 07/19/2022

  [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:06/23/2022

  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.

  I purchased a brand pair of the ********************* AD NXT for *** workouts. Within 1 hour into a *** basketball workout the ********************* entire sole started to separate from both shoes. We had to crazy glue the ********************* basketball shoes to get thru the remaining *** workouts. Again we dont want our money back yet just a exchange and I have not contacted my attorney yet. And I have not contacted **** yet. Which **** IS SUING STOCKX FOR SELLING FAKE **** SHOES. StockX trust me when I say I am the last person in this world you want try this with. I have more *** workouts that I need a real Authentic pair ********************* AD NXT to workout in. Remember these are basketball shoes not a collectible item. The Authentic ********************* AD NXT should last more than 1 hour in a *** basketball workout. Honesty and integrity is what I live by my entire life. **** IS SUING STOCKX FOR SELLING FAKE SHOES Stock X SOLD ME A FAKE PAIR OF ********************* AD NXT SIZE 12 FROM *****. The soles started to separate from the shoes the very first day I received the ********************* AD NXT Size 12. I thought I purchased a Authentic pair of ********************* AD NXT size 12 for *** workouts, however I received Fake ********************* AD NXT from ***** that the entire sole separated from the shoes the very first day. I dont want my money back please send me a real Authentic pair of ********************* AD NXT Size 12 for my *** workout.

  

  Business Response

  Date: 07/18/2022

  Hello there,
  
  Thanks for reaching out. Were sorry to hear about the situation with your *****. We aim to deliver a positive experience for every order, and were sorry to hear that your sneakers fell short of your expectations. However, since the sneakers are worn, we are unable to offer a return or exchange for the sneakers.
  
  We appreciate your patience and understanding. If you have any other questions, please feel free to reach out.
  
  Thank you,
  StockX

• Initial Complaint

  Date:06/23/2022

  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.

  Good Afternoon I purchased the ********************* AD NXT for *** workouts 1 hour into the *** workout the ********************* entire sole started to separate from both shoes. We had to crazy glue the ********************* basketball shoes to get thru the remaining *** workouts. Again we dont want our money back yet and I have not contacted my attorney yet. And I have not contacted **** yet. Stock X trust me when I say I am the last person in this world you want try this with. I have more *** workouts that I need a real Authentic pair ********************* AD NXT to workout in. Remember these are basketball shoes not a collectible item. The Authentic ********************* AD NXT should last more than 1 hour in a *** workout. Honesty and integrity is what I live by my entire life. **** IS SUING STOCKX FOR SELLING FAKE SHOES Stock X SOLD ME A FAKE PAIR OF ********************* AD NXT SIZE 12 FROM *****. The soles started to separate from the shoes the very first day I received the ********************* AD NXT Size 12. I thought I purchased a Authentic pair of ********************* AD NXT size 12 for *** workouts, however I received Fake ********************* AD NXT from ***** that the entire sole separated from the shoes the very first day. I dont want my money back please send me a real Authentic pair of ********************* AD NXT Size 12 for my *** workout.

  

  Business Response

  Date: 07/18/2022

  Hello there,
  
  Thanks for reaching out. Were sorry to hear about the situation with your *****. We aim to deliver a positive experience for every order, and were sorry to hear that your sneakers fell short of your expectations. However, since the sneakers are worn, we are unable to offer a return or exchange for the sneakers.
  
  We appreciate your patience and understanding. If you have any other questions, please feel free to reach out.
  
  Thank you,
  StockX

• Initial Complaint

  Date:06/22/2022

  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.

  Placed a order (#********) on June 11, 2022 on StockX for a pair of **** Air Trainer SC shoes. I received the order and and I immediately contacted customer service the same day as receiving the shoes for a exchange due to the left and right shoe does not match each other and the shoes appear to be fake. There are many differences between the shoes. I informed them I wanted a pair of shoes that match each other and they said they can not return the shoes I should resale them on their site as they sent my pictures to a senior authenticator and leave the green "authentication" tag attached. They said shoes sometimes have defects but the manufacturer. I have over 200 pairs of sneakers and none of them have differences between the left and right shoe. If I was to sale these shoes back they would charge me a processing fee and then they can say they aren't real and I get charged another fee? I then told them I just want matching shoes as these shoes do match each other. Why would I walk around with mismatched shoes? They then came back and said they can give either $20 off a future purchase which I never again will shop with them. Or $20 off of the purchase. Neither one is acceptable as I either want my money back or a matching left and right shoe. They can have these mismatched shoes. In the meantime I have a pair of shoes that I paid $139.64 for and they are fake and the left and right shoe do not match each other. There are no way a person can look at these shoes and see they identical as the difference stand out. The colors of the shoes are not identical either. The shades are orange and purple are definitely different as well as the stitching and patterns on both shoes.

  

  Business Response

  Date: 07/06/2022

  Hello there,
  
  Thanks for reaching out in regards to your recent issue. We understand that you are unhappy with the quality of the item you received. As our senior authenticator mentioned, there were no red flags found with the authenticity and these shoes look to be deadstock. The pair has passed the manufacturer's quality check and therefore our Authentication team is to honor their products in the condition as they were released in unless something uncommon is found. As mentioned previously, we would still be happy to provide a partial refund for the purchase.

  
  Thanks

  Customer Answer

  Date: 07/22/2022

  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:
  
  The partical refund they are referring to is for $20. The shoes were $139.  I do not believe $20 is enough for mismatch shoes. I could see if there were small defects such as glue showing but the defects in these shoes are large. The colors are off and one shoe does not match the other which is ridiculous. StockX even has the nerve to ask me to resell the shoes on their website. One I would have to pay for selling cost and the same horrible shoes would still be floating around to the next person. This is terrible customer service. I do not want to do any business with them in future in any type of way. All I wanted was matching shoes or my money back. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/21/2022

  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.

  Stock X was working on getting my payout back to me and I never heard back. This is getting quite ridiculous. They owe me 500+ dollars and I want whats rightfully mine and I need it now. Someone needs to reach out and rectify this immediately.

  

  Business Response

  Date: 07/05/2022

  Hey there,
  
  Thanks for reaching out to StockX.
  
  We apologize for the inconvenience with your payouts. We ask that you please establish a new StockX and HyperWallet account and follow up with us when you have done so, so that we can issue the payouts.
  
  If you have any other questions, please feel free to reach out to us at stockx.com/contact.
  
  Thanks,
  StockX

  Customer Answer

  Date: 07/08/2022

  [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:
  
  Ive done what theyve requested and the last person that reached out said that they needed more time. Whats more time? Someone needs to reach out to me directly. That support link is a joke. You have to move heaven and earth just to talk to someone. 
  
  Regards,
  
  **************************************

  

  Business Response

  Date: 08/09/2022

  Hello there,
  
  Thanks for reaching back out to StockX. After reviewing your case with our support team, we did see that our specialty agents have gone ahead and assisted you with the Hyperwallet setup process. You should have no further issues with receiving payouts in the future.
  
  Thanks,
  StockX