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:09/30/2024

  Type:Billing 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 have tried to resolve a purchase issue from this seller and were told by the Swappa company representative that if we provided written proof that the iphone was under contract and had a lien and was in collection, that Swappa would issue a refund. We have provided written proof and now Swappa declines further comment and has not refunded anything.

  

  Business Response

  Date: 10/02/2024

  Swappa has provided prompt responses to previous support requests regarding this sale. Even if the buyer does not agree with the responses or proposed resolutions, looking up personal information of Swappa employees and spamming non-work email addresses is not an appropriate action. No further responses will be issued outside of Swappa's standard support channels.

  

  Business Response

  Date: 11/20/2024

  Our response remains the same regarding this matter -- Swappa support had provided prompt responses to previous support requests regarding this sale. Even thought the buyer may not have agreed with the responses or proposed resolutions -- looking up personal information of Swappa employees and spamming non-work email addresses was not appropriate. Based on the buyers previous actions, this stance will remain and no further responses will be issued outside of Swappa's official support channels.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Swappa has never addressed my concern directly, just kept redirecting to AJN Store, which sold Swappa a phone still under contract and in collection for resale, which is against Swappa seller's policy.

  *** ***** is focused on the time lapse, even though they are disregarding the time the buyer has been working on this issue (since December 2023/ January 2024).

  Swappa is bothered that emails were obtained via public means since resolution was not acknowledged via Swappa. 

  Now I have a phone that is limited in use due to being in collection and I have a letter from * ****** to affirm this.

  I would like a refund of $862.
  
  Sincerely,
  ******** *********

• Initial Complaint

  Date:09/26/2024

  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.

  Ordered a device through this website. Device was described as having 87% battery health. I was ok with that. However when I received the device, they battery has a “service” message on it saying that the battery is severely degraded. I am unable to get this resolved. The seller deceived me on this company’s website. The seller violated the description terms and the website needs to do something about this.

  

  Business Response

  Date: 09/30/2024

  *******

  We’re sorry to see the trouble related to this purchase. It looks like you’ve been working with the seller, and have also opened a PayPal dispute related to the issue. The Swappa support team has been monitoring the sale page, and it looks like the seller has been working with you in terms of the return and refund. As of earlier this morning, the seller noted they sent you a return shipping label so the device could be returned. Our support team remains available if there are any further issues, but it looks like progress is being made and the issue should be resolved shortly. 
  

  Thanks!
  

  
  

  

  Business Response

  Date: 10/02/2024

  ******* 
  
  This needs to be addressed with the seller. They last followed up with you on September 30, and you have not responded. Swappa support will continue to monitor the sale page, but this issue cannot be resolved unless you communicate directly with the seller. They can be reached here on the sale page: *********************************
  
  Thanks!

  Customer Answer

  Date: 10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The seller is selling on your website this is your responsibility. I've already dealt with the seller. This is not getting fixed with the seller.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  On the Massachusetts tax free weekend (August 10 and 11 2024) I made a Swappa iphone purchase. I made sure the tax section was zero. After I paid I was charged $35 tax. $560+$35 tax = $595 on 8/10/2024. This was the reply from Swappa: What was the address you had entered when it showed $0.00? Swappa does not support state tax-free holidays at this time. I told them it's the law and they can't do that. The Swappa seller mailed the product today 8/12/2024. My address is in ******, Massachusetts I just want the $35 tax refund.

  

  Business Response

  Date: 08/13/2024

  ******,

  As our Director of Support noted in their communication with you via email and on the private sale page, the correct tax amount was shown at checkout and charged. This did not show $0 during checkout. Swappa uses on a trusted third party service to calculate taxes per state and local laws. As a result, I'm afraid there is not full support for individual multi-state tax holidays at this time.
  

  Thanks!

  Customer Answer

  Date: 08/13/2024

  This is from Massachusetts Department of Revenue link:

  What about internet sales?  Do those sales qualify for the sales tax holiday exemption?
  Yes. An item will qualify for the sales tax holiday exemption if you order and pay for an eligible item over the internet:
  On the sales tax holiday and
  During Eastern Daylight Time.
  No sales tax is due on that purchase, even if delivery of the item occurs after the sales tax holiday weekend.

  What do I do if I find that I was charged sales tax on an eligible item purchased during the sales tax holiday?
  If you were charged tax in error, the business that you bought your item from is responsible for giving you a refund of the tax you paid. 
  To determine the amount of your refund, you should provide the business with your:
  Receipt or
  Other proof of purchase.
  What happens if I am a retailer that accidentally collects sales tax this weekend?
  Any sales or use tax erroneously collected on the sales tax holiday weekend must be remitted to DOR. 
  If a customer seeks a refund of tax collected in error from you, you must refund the tax to the customer. If you have already remitted the tax to DOR, you may file an amended return to recover amounts refunded to customers.

  Regulation
  Regulation 830 CMR 64H.1.8: Sales Tax Holiday
  
  

  

  Business Response

  Date: 08/13/2024

  As noted in our earlier reply, Swappa uses on a trusted third party service to calculate taxes per state and local laws. As a result, I'm afraid there is not full support for individual multi-state tax holidays at this time. No further action can be taken at this time. 

• Initial Complaint

  Date:07/08/2024

  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.

  Item purchased on 6/19/2024 and was a Meta Quest * described to be in "MINT" condition which according to SWAPPA criteria is defined as "Pristine condition, NO signs of wear and tear". The item I received was missing parts (eye glass adapter) and had significant sun damage on the lenses which create shadows and haze when viewing. Thus, item was definitely not MINT condition as described by Seller and as defined by SWAPPA. I reached out to the Seller and have gotten no response to date. I also informed SWAPPA who stated that "I should file a ****** dispute" since Seller did not respond to me or to SWAPPA staff regarding the sale. According to SWAPPA's own website SWAPPA is the best because: 1. "No Junk" -- no broken items, has listing requirements, and an approval process. 2. "Verified Listings" -- strict listing requirements to 'buy with confidence' and verified by our expert staff. 3. ***** ****** *- uses the greatest AI to detect fraud before it affects our users. 4. "Great Support" -- staffed by agents who 'care". When I reached out to support via their direct email (in addition to reaching out to them thru their own site -- "file a complaint"), I was told the following --Hello, We preform very in depth checks on our approval process. It looks like you selected a user with a brand-new account and no feedbacks. If you're unwilling to ensure risk I would recommend picking sellers with well established accounts and prior good feedbacks. We actively moderate our market to remove bad actors which means there are generally very few issues on Swappa.Regards,Brock H.". SO, basically, as buyer I was "blamed" for using a Seller with no feedback -- which is a high percentage of sellers on SWAPPA. Thus, this completely invalidates their claims of #1-4. Their statement of "You should get a refund" on their site is actually dumped on a third party -- ****** -- and makes you subject to their rules and conditions. I have run out of space. Copy also to State AG.

  

  Business Response

  Date: 07/09/2024

  ***,
  
  We’re sorry to hear about the trouble related to this purchase. On Swappa, a device listed in Mint condition should arrive in pristine condition with no signs of wear and tear. The seller did not correctly list this device, and they were expected to resolve the issue. Unfortunately, they opted to try and ignore the situation, which is why we recommended you open a ****** dispute – to further escalate the issue as you work toward a return/refund. 
  
  Based on a current review of the sale page, it looks like the ****** dispute remains open. Please continue working with ****** support through the dispute process (the ****** support team will manage the dispute). Swappa support remains available if you have questions, but unfortunately, ****** will not allow Swappa staff to directly interact in the dispute. 
  
  Thanks!

  

  Business Response

  Date: 07/17/2024

  ***,

  Here at Swappa, our team strives to prevent any issues from ever happening. Unfortunately, human behavior can sometimes be difficult to predict. 
  

  The device you received was not in the advertised condition, which means a return and refund would be in order. For this reason, the seller needs to be involved in the return process, but sadly in this case, the seller thought they could ignore the issue. 
  

  This is a key reason why we use ****** for payment processing on Swappa – due to the extensive buyer protections they offer. We understand that a ****** dispute is not ideal, and can take time, but it is a great way to further escalate the issue (and protect the buyer) in a case where the seller feels they can ignore the issue. 
  

  Please continue working with ****** support through the dispute process, and reach out to our support team if you have any questions or need any guidance during the process. 
  

  Also, just to clarify our stance on this seller. This seller listed and sold one item, which was to you. Their account was placed on hold (meaning they could not sell or buy) once you reported the issue, and when it was clear they were trying to ignore the issue – the sellers' account was banned. 
  

  Thanks!
  

  
  

  Customer Answer

  Date: 07/22/2024

  I dispute Swappa's response.  There was absolutely no protection for the buyer here due to Swappa not meeting their stated goals of --!.  extensive seller screening, 2.  expert product analysis, 3. and guarantee, if products don't meet the criteria then the buyer is basically guaranteed a refund.  Swappa has done nothing to hep the buyer here.  They basically dumped me on a third party ******** to issue my refund provided that all of ******'s criteria are met.  Not Swappa's criteria, but ******'s.  This is highly deceptive.  Swappa's site now shows that I have been issued a partial pending refund as of 6/27/2024, but I have yet to see a penny of that.  Again this is deceptive and feel fraudulent in the way that the sale is now listed.  Swappa has gotten their fees, the Seller has gotten my money and I am well over a month past the sale and according to ******, it will be at least another month before I hear a resolution.  This is wrong from a company (Swappa) who makes all these claims on their website as to "no BS", "no junk:, "buyer guaranteed a refund", etc.  PLEASE show me where there is any truth in any of Swappa's claims related to this.  Where is the partial refund?  Why not a full refund -- obviously Swappa wants their chunk of my misfortune and their failure to uphold their policies.   Basically, the buyer is screwed and everyone else profits.  But, I guess, buyer beware here and why does Swappa care -- they got their money.  And, a Seller who did basically the same thing previously, still sells on their site.  All this fraudulent seller has to do is change their name and "let the bucks roll in".  Sorry -- fraudulent site, fraudulent seller in my opinion.  BUYERS BEWARE here and definitely understand that there is absolutely no guarantee from SWAPPA that you will get a refund from a seller who mis-represented the condition, had an item missing parts and not reset, provided an invalid tracking number and basically ram off with my money.  Way to go Swappa. 

• Initial Complaint

  Date:04/26/2024

  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.

  Sale ********* Apr 21, 2024 Business established tiers of sales “fair’, ‘good’, ‘mint’, etc. The marketplace allows large sellers to put up single picture for multiple listings and provides a tiny notification that the item received may not be the one pictured. I purchased a ‘fair’ level item that had pictures of a ‘mint’ looking item. I did not see the tiny print on the page from Swappa indicating it may not be the phone advertised. Additionally, most sellers on the site disclose in their description of the item, that it is not the pictured phone that you will receive. The seller was clearly trying to deceive users by providing pictures of a mint looking item. Further, the item tiers are all required to have a charging cord, except for ‘fair’ level. Because this listing had no charging cord, I thought I would be able to get the mint advertised item because I accept I will not receive a charger.

  

  Business Response

  Date: 04/29/2024

  ****,
  
  Sorry to hear about any trouble with this recent purchase. This item was listed in Fair condition, which on Swappa, means it will have noticeable wear and tear, and that the seller is not required to include a power cord or charger. This listing did have the standard disclaimer under the listing images, which is added by Swappa: “Photos may not be of actual device.”
  
  We understand some things can be missed or overlooked, so we always welcome feedback on how that disclaimer can be better displayed. 
  
  We’ve reviewed the sale page, and it looks like the seller has responded to your request for a return, so please make sure to continue following up with the seller if that is still something you want to do. Also, our support team remains available if you need any further assistance getting this issue resolved.
  
  Thanks!

  Customer Answer

  Date: 04/29/2024

   
  Complaint: ********
  I am rejecting this response because: The business is a marketplace and I was offered an option to return the item by the vendor using the marketplace. However, the vendor has a 20% restocking fee. My issue is the marketplace (Swappa) allows vendors to use "mint" condition pictures on all lower categories of product. So, although there is a small user warning in only a single location (there is no warning on the pictures or in the item description), the assumption is I will be receiving an item in similar condition to the provided example pictures. The pictures did NOT include pictures of cables or charging devices, which is why I assumed the vendor used the "fair" category, which is the highest item condition category to allow no charging cable/device. The vendor (not swappa) steped in and offered a return (with a 20% restocking fee) which is not acceptable to me.

  The Swappa marketplace is allowing customers to be duped by their "enterprise" vendors. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/01/2024

  As noted in our previous reply, the images displayed on ********** Seller listings all have the following: “Photos may not be of actual device.”

  Further, the item you purchased was listed as being in Fair condition, which according to Swappa guidelines means it will have noticeable wear and tear. Based on a review of the sale page, is sounds like you received a device that was in fair condition.

  On Swappa, sellers are permitted to charge a restocking fee on a return provided that is outlined in their listing, which this was, and provided the device being returned was as advertised, which this was. 

  If you would like to proceed with the return, please make sure to continue following up with the seller. 
  

  
  

• Initial Complaint

  Date:04/19/2024

  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.

  On April 17, 2024 at 3:21PM I ordered a cell phone from Swappa for $273.50 (see screenshot labeled Transaction Proof), which was instantly transacted from my bank account. I was taken to a page after this which labeled my same as pending(see sale proof attachment) and that my reference ID is ********-e1************************. I tried to log back in to my account to see details of the order's status, but my account is now listed as "inactive" when I try to log in (see attachment titled inactive account error). I have emailed for two consecutive days in a row (see 1st contact attempt and 2nd contact attempt) and have received no response, yet the money has been taken out of my account for an order that was never confirmed. I would like my money back since this order is not being processed and I am getting no word back from customer support.

  

  Business Response

  Date: 04/19/2024

  This user account was flagged by our automated systems and subsequently closed as a result of the findings. 
  
  The Swappa screenshot provided in this complaint shows a “pending” sale. This sale was canceled, and the charges were not fully approved. Any charges showing on the users credit card or in their bank account are pending authorizations, not final charges. 
  
  Credit card issuers and banks typically release pending authorizations within a few business days at most, but if the pending status lasts longer, we recommend the user reach out to their credit card issuer or bank.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  1) I have never used your site to either buy or sell. I have no activity history on the site. I challenge you to find any proof of my email being used on the site. You will not find anything, so any deletion of my account was either an error or poor practice on your part, not mine. 

  2) I have already reached out to my card to remove the charge. My bank clearly stated that I need to rectify this situation with the merchant who made the transaction. That is you. So, until I either get a refund or see this charge removed from my account and to receive back the money that Swappa took out of my account, I am not satisfied. I am still the one who is out over two hundred dollars because of something Swappa did. Until the money is returned, Swappa has taken money out of my account without providing the promised goods, which is theft. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/25/2024

  ******** 
  
  As we noted in our previous reply, the screenshot you shared in this complaint shows a “pending” sale -- not a fully approved charge. Any charges that may show with your credit card or bank account are pending authorizations, not final charges. Credit card issuers and banks typically release pending authorizations within a few business days at most, but if the pending status lasts longer, we recommend reaching out to your credit card issuer or bank. Swappa staff cannot speed up or otherwise influence the timeline set by your credit card or bank. 
  
  Thanks!

• Initial Complaint

  Date:04/15/2024

  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 listed an item on their site and provided all the necessary things to get my item approved, I never sold on their site before. Less than an hour later they deactivate my account for no reason. Not even an email was sent to me telling me that they deactivated my account

  

  Business Response

  Date: 04/16/2024

  The account was flagged by our automated systems and removed due to connections to other fraudulent (banned) user accounts. This account will remain closed.

• Initial Complaint

  Date:04/10/2024

  Type:Product 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.

  On Mar 18, 2024, I paid $523.78 for an iPhone 14. The phone doesn't work, so I sent it back for a refund. Swappa's refund policy: "The seller should issue a prompt refund when the item is received." Instead of sending me a refund, the seller bounced the phone back to me. Neither Swappa nor the seller is helping me. I'm out $523.78 and stuck with a phone that doesn't work.

  

  Business Response

  Date: 04/11/2024

  ******

  We can certainly understand being frustrated when there is an issue with the device you received. While the seller has not been as responsive on every comment posted on the sale pages, they have been attempting to get this issue resolved for you.

  You initially reported a battery issue in the late afternoon on March 23. The seller replied on the morning of March 24 letting you know they would replace the battery and ship the device back to you, to which you agreed, so this does not appear to be a case of looking for a prompt refund, as you noted in this BBB complaint. 

  After you received the device back, you reported another issue, which is still ongoing as of April 10. To clarify Swappa policy, if the device cannot be activated with the carrier, it is eligible for a return and refund, but the device needs to be returned first. Based on the current status on the sale page, you are still in possession of the device. 

  Our support team is actively monitoring the sale page and will continue to do so until this issue has been fully resolved. 

  Thanks!
  
  
  

  
  

  

  Business Response

  Date: 04/25/2024

  Hello,
  
  It appears this issue has been resolved. The seller issued a refund on April 19, and there has been no further communication on the sale page. Please reach out to Swappa support ***************** if there are further issues related to this return/refund. 
  
  Thanks!

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  

  I'd like to thank the staff at the BBB. Without your help, I would have lost more than $480. You are truly the Good Samaritans in the business world.

  I have reviewed the response made by the business in reference to
  complaint ID ********, and find that this resolution is satisfactory to
  me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/29/2024

  Type:Billing 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 ******* *** that has an activation lock on it. When I contacted Swappa they asked the seller to remove the activation lock. The seller refused because he said he was not the original owner. I contacted ***** to remove the activation lock, but they also refused because they said only the original owner can remove the activation lock. I asked Swappa to return the computer and they refused to process a return or a refund. I now have a computer that I paid nearly $2000 for that does not work and I have no recourse. In the chat with ****** the gray text is ***** and the blue text is my response.

  

  Business Response

  Date: 04/09/2024

  *****

  We’re sorry to see the issue related to this purchase. You originally purchased this item in December 2020, and did not report the issue until March 2024. Unfortunately, due to the late reporting on this issue, we’re unable to force a resolution. 
  

  Thanks!
  

  
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: The business has not responded to the complaint.
  
  Sincerely,
  **** *****

  

  Business Response

  Date: 04/10/2024

  *****

  We’re sorry to see the issue related to this purchase. You originally purchased this item in December 2020, and did not report the issue until March 2024. Unfortunately, due to the late reporting on this issue, we’re unable to force a resolution. 
  
  Thanks!

• Initial Complaint

  Date:01/01/2024

  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.

  On Nov 20, 2023 I purchased a phone listed in "Good" condition on Swappa. The phone arrived on Nov 25. Upon inspection, I realized the seller had grossly misrepresented the condition of the phone. The screen was heavily damaged. Per Swappa requirements, for a phone to be listed as "Good", it must meet a standard of "Excellent condition, minor wear and tear". I contacted the seller and submitted pictures through Swappa. On Nov 26, the seller wrote "I completely understand if you want to return the phone..." I returned the phone to the seller on Nov 27, after which the seller refused to refund payment. USPS tracking info and the seller's own admission (on Swappa) show the seller is now in possession of the returned phone. Both the seller and Swappa still refuse to refund the purchase amount.

  

  Business Response

  Date: 01/03/2024

  *******
  
  Sorry to hear about the issue related to this purchase. A disagreement of this sort is rare on Swappa, but issues may happen from time to time. It looks like this issue was related to the condition of the device, Good versus Fair condition. On further review of the sale page, it looks like the ****** dispute process is ongoing, with ****** currently reporting a pending and under review status. Please make sure to continue following up with ****** support as the dispute moves forward. 
  
  Thanks!

  

  Business Response

  Date: 01/09/2024

  *******

  Sorry if there was any inaccurate information in my previous reply. To clarify, we show you opened a ****** dispute on December 12, 2023. Once a ****** dispute has been opened, the ****** support team manages the dispute directly with the buyer and seller. They do not allow Swappa staff to participate directly in the dispute.

  And, in a case where ****** further escalates the issue to your credit card issuer, that is done by ****** support, and Swappa is not notified. At this time the only course of action is to continue following up with your credit card issuer. 

  Thanks!
  

  
  

  Customer Answer

  Date: 01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The seller on Swappa was blatantly fraudulent. He described the phone as "Good" and the phone screen as having "scuffs", not scratches. He said they were barely visible. My photos showed the true condition of the screen.
  
  Swappa did NOTHING.
  
  The seller said I could return the device. I did. The seller refused to refund my money.
  
  Swappa did NOTHING.
  
  I filed FBI and FTC reports against the seller.
  
  Swappa did NOTHING.
  
  I disputed the charge with my credit card issuer. The seller lied and said I returned the phone damaged, even though he previously admitted my pictures were accurate.
  
  Swappa did NOTHING.
  
  I emailed the Swappa CEO and senior business development staff.
  
  Swappa did NOTHING.
  
  Swappa makes the following false claims on their website:
  
  - Sellers are required to accept a return for items that do not meet our listing criteria.
  - Sellers are required to accept a return for items received not as advertised.
  
  Swappa does NOTHING to enforce this.
  
  The bottom line is that, if you encounter a fraudulent seller on Swappa, they will do nothing to protect you.
  
  Sincerely,
  ****** *********