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:04/01/2025

  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 hope youre doing well. I am reaching out to formally appeal the recent ban on my Grailed account, which I believe was issued unfairly.I have been an active member of the Grailed community, completing over 74 transactions with a 5-star rating. I take pride in my reputation as a trustworthy buyer/seller and have always followed Graileds policies to the best of my ability.Recently, I purchased a $400 pair of leggings that were not as described. Frustrated by the situation, I argued with the seller. Looking back, I regret how I handled the dispute and never intended to violate any rules. I was simply trying to address an issue where I felt misled.Grailed has been my go-to platform for clothing, and losing access has been incredibly difficult. If full reinstatement of my account isnt possible, I kindly ask if I could at least continue using Grailed as a buyer. The pieces I find here mean the world to me, and I would love the chance to remain a part of the community in any capacity.Please reconsider my banIm more than willing to comply with any necessary steps to resolve this. Thank you for your time and ******************* for the grailed account connected: *********************** Username: *********

  Business Response

  Date: 04/07/2025

  Thank you for your patience as I received and reviewed your BBB inquiry. 
  
  Upon further review, I see that you contacted our support team about the status of your Grailed account. After further review, your account was banned on 12:24 PM 03/21/2025 for offensive language.
  
  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  Regrettably, we are unable to reinstate your account, and any further appeals will not be considered.
  
  If you have any additional questions or concerns, don't hesitate to reach out to our Grailed support team: ************************************************************

• Initial Complaint

  Date:03/22/2025

  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.

  Hi,My account got banned after 24 hours of publishing my first two items for sale.I don't understand the reason for this ban.I sent an email to GRAILED, and they replied by "We prioritize our customers security and this ban cannot be canceled", i understand that it is most important to keep the customers safe, but i am pretty sure that i didn't do anything to make myself a threat for customers, i am just selling my used vintage clothes.Account e-mail : ******************* Thank you for your time.

  Business Response

  Date: 04/01/2025

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After reviewing your account, we can confirm the following:
  
  Our Trust and Fraud leadership team has confirmed that your account has been banned due to violating our Terms of Service.
  

  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  Date:03/22/2025

  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 woke up last week to an email from grailed saying my account has been frozen. Their reasoning was because I allegedly sold an unauthentic pair of shoes. What im confused about is that grailed does in house authenticating for items before they are allowed to get posted. They never authenticated my item but they still posted it for people to buy. I dont think this is my fault at all and now im stuck with a frozen and potentially banned account. I tried emailing their appeal departing and its been almost 5 days. They usually respond in a timely manner so im confused. But what im really irritated about is that I have other active sales on my account and now I cant even check the status of the items I ship out because my account is frozen. I have a package that the buyer received a few days ago but now I cant even check the status of my payment or talk to the buyer to see if theyre happy with the product. That being said, I have a 147$ payment that I am owed which seems like is stuck in my grailed account at this point. I keep asking them if I can still get paid out for my previous item I sold and shipped, and ive gotten zero responses from all departments ive contacted. At this point I dont even care if they decide to keep my account banned but I definitely need the money that I am owed. It would be nice to appeal my account and have it back but the appeal department has yet to reach back out to me, but as I stated, I dont really care if they ban my account, I just need my money from the item I sold. Thanks for your time.

  Business Response

  Date: 04/01/2025

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After reviewing your Louis ******* 40mm Reversible Belt - Louis ******* (********), we can confirm the following:
  
  Our records indicate that your payout is set for auto-disbursement on 4/5/25.
  
  In the meantime, our Trust and Fraud leadership team has confirmed that your account has been banned due to violating our Terms of Service.
  

  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 04/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. However the date is 4/6 and I still havent received my payment. Nothing is showing up on my stripe account either. How am supposed to check the status of my payment ?
  
  Sincerely,
  
  ***** **********
  
  
  
   
  
  

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good evening ********. I have a question regarding my complaint. I closed the complaint because I thought we reached an agreement of grailed paying me my money that I am owed but instead they charged me. Im a bit confused and cant do anything because I closed the complaint. Im not sure what to do at this point. Thank you for your time. Get back to me when you can. 

  
  

  ***** ********** 

  complaint ID # ********

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **********
  
  
  
  
   
  

  Business Response

  Date: 04/15/2025

  Hey there!
  

  Thank you for reaching back out regarding your BBB.
  

  I can understand your concern and truly apologize for any miscommunication on our end. *** partnered with our leadership team and theyve confirmed that your funds have been successfully released at 2:22 PM 04/15/2025. I hope this helps!
  

  We sincerely appreciate your patience and understanding. Should you have any additional questions or concerns, please don't hesitate to reach out.

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service 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.

  Im reaching out to formally appeal the ban on my Grailed account, "Immaculate", which I created in 2016. I have been an active and dedicated member of the platform for nearly a decade, completing 117 transactions with an outstanding 4.8/5-star rating.This ban comes as a complete surprise, as I have always conducted my business on Grailed with integrity. I take great care in authenticating every item I sell, ensuring accuracy in my listings, and maintaining clear communication with buyers. None of my buyers have ever reported any issues with the items *** sold. In fact, I have even successfully sold to Grailed admins in the past without any concerns.I have always ensured that everything I sold was authentic, properly vetted, and accurately represented in my listings. Given my long-standing history on the platform with 117 transactions and a 4.8/5 rating, I am genuinely confused about the reason for this action. If there was a misunderstanding or error, I would like the opportunity to address it.Could you please specify the exact violation that led to my account being banned? I would greatly appreciate any additional insight you can provide.Given my long-standing positive track record, I believe this ban was issued in error. I kindly ask for a thorough review of my account and for the ban to be lifted so that I can continue contributing to the Grailed community. Please let me know if there is any additional information I can provide to assist in this process.

  Business Response

  Date: 03/26/2025

  Hey there!
  
  Thank you for your patience as I received and reviewed your BBB inquiry. 
  
  I see that you reached out to our support team on 3/18/25 via ticket #******** regarding the freeze of your account on 3/18. 
  
  After further review, your account was frozen due to violations of the terms of use. However, your account was reinstated on 3/26/25. 
  
  If you have any additional questions or need any assistance, please feel free to our Grailed support team: ************************************************************

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  
   
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  Good afternoon, I have a question slightly off topic but I don't know how to solve it. I will tell you the whole situation in detail and hope for understanding. I have been selling items on Grailed for a long time and at some point I got my account frozen without explanation. At the time I had my account frozen, I still had many items being delivered to my customers. I checked by track numbers that all the parcels were delivered and received by my buyers, but I did not receive any money for the sold items.... After that I started to write to Grailed support but I didn't get any feedback, there is just no response from them. I ended up with almost 1500 euros frozen - this is a huge amount for me and I don't understand why I can't get it back. I hope you can help me somehow and tell me who to contact to find out my situation. To summarise, I don't need to unfreeze my account, I need to get my funds back for the items I sold. I can provide any information as long as it will help in resolving the issue

  Business Response

  Date: 03/19/2025

  Hey there,
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  Weve reviewed your inquiry and can confirm the following:
  

  Our Trust and Fraud leadership team has confirmed that your account has been banned due to violating our Terms of Service.
  

  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  We're unable to reinstate your account and no further appeals will be acknowledged.
  

  Rest assured, we can confirm that the funds from your sales have been released.
  
  We appreciate your understanding and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  Date:03/07/2025

  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.

  Hello, Im reaching out because on Sunday a pair of shoes and a hat that THE GRAILED TEAM VERIFIED sold and 2 days later I shipped them out. As soon as I shipped them out 2 hours later my account if banned. The customer support email was 0 help at all and was basically a big f you. All I want is either my products back or the money I was promised in my account. Im currently banned and cant see the the progress or talk to the buyer about the package at all but checking the photo of the label I took just for proof of shipping, the package has arrived and Im still without pay. All I want it my product or money thats all.

  Business Response

  Date: 03/19/2025

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After reviewing your Gray white arcteryx beanie brand new still with tags - ********* (********), we can confirm the following:
  
  Our records indicate that your listing was reported as inauthentic at 11:20 AM 03/03/2025. However, it looks like you created a shipping label at 11:20 AM 03/03/2025 and shipped out the item.
  

  At this time, our team has reached out to the buyer to have the item returned to you. Well be sure to reach out with any updates to share.
  

  In the meantime, our Trust and Fraud leadership team has confirmed that your account has been banned due to violating our Terms of Service.
  

  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Hello so please dont try and lie because I shipped my item and messaged the customer it was shipped at ******* and he responded to my text so this is proving I still had access to my account at 12:40pm. This proves your claim of my account being frozen and locked at 11:20pm false so please stop with that lying Im sick of it. You froze my account at 2:40pm WHICH IS AFTER I shipped. And 2:40pm thats when u sent an email notifying me, Ive provided photo evidence. Also, u said nothing about the $500 shoes only the beanie. Im also concerned about the shoes so please provide an answer about those. I would like my money that you are wrongfully holding for the items I shipped out to the customer. Please just rightfully send the money for the (2) items I shipped out to my linked account for payment. Side note all time is in MT zone.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

  Business Response

  Date: 04/01/2025

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  We sincerely apologize for any inconvenience this may have caused you. It looks like the buyer did not reply back to our support team in a timely manner, and the case has been closed in your favor.
  

  Your payout has been successfully disbursed on at 2:28 PM 04/01/2025. I hope this helps!
  
  We appreciate your patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  Date:03/07/2025

  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.

  I purchased a pair of ****** x Balenciaga Speed Sneakers.. However, *** confirmed the package was misdelivered to the wrong address and later declared it lost. Despite providing multiple forms of official documentation, Grailed has refused to refund me and continues to give me the runaround.Attempts to Resolve:1.March 6, 2025 Contacted Grailed to report that my package was missing.2.March 7, 2025 *** confirmed that the package was misdelivered and is lost.3.March 7, 2025 I provided Grailed with official proof from ***, including confirmation that the package was delivered to the incorrect address and that the delivery driver observed me receiving an empty box.4.March 8-10, 2025 (upcoming) Grailed refused to process my refund, instead citing a generic response that the tracking information shows delivery, despite my repeated clarifications and official *** documentation proving the package was never properly delivered.Supporting Evidence (Attached):? *** Statement confirming the package was misdelivered.? Photo evidence from *** proving the package was empty upon delivery.? Email correspondence showing repeated follow-ups and Graileds refusal to take responsibility.Request for Resolution:I am requesting a full refund of $469.02 to my original payment method as *********** has failed to ensure proper delivery of my purchase. Since *** has already confirmed the misdelivery, Grailed must process my refund or escalate this case with *** on my behalf.Their continued refusal to acknowledge official *** documentation and take responsibility as the merchant is unacceptable. I urge the Better Business Bureau to investigate and hold Grailed accountable for their lack of consumer protection, failure to honor proper dispute resolutions, and unwillingness to refund a lost order despite clear evidence.I expect a full refund and immediate resolution to this matter.I was hesitant as a first time buyer to be scammed and look what happened.

  Business Response

  Date: 03/18/2025

  Hey there,
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  Weve reviewed your inquiry and can confirm the following:
  

  Our Trust and Fraud leadership team has confirmed that your account has been banned due to violating our Terms of Service.
  

  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  We're unable to reinstate your account and no further appeals will be acknowledged.
  
  We appreciate your understanding and feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I ended up filing a dispute with them and winning. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ********
  
  
  
  
   
  

• Initial Complaint

  Date:02/23/2025

  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.

  I have never purchased or sold anything on Grailed prior to this incident. I wanted to list an item (which was 100% authentic and obtained from a legitimate store in *********, for which I have seller receipts). RIght after item listing, my account was banned for an alleged violation of terms of service. When I emailed an appeal, I was informed by ***** ** that the account "exhibited activity against [their] Terms of Service". No evidence was given. No information was given about what this alleged activity was. Quite obviously, this was nonsensical, since this was my first ever listing on Grailed and I knew the item was legitimate.The first email was rude enough. Subsequent emails demonstrated the ****************** complete disregard for the consumer. I've sent in multiple ticket requests only to be ignored for weeks on end. Communication is as attached in the *****

  Business Response

  Date: 03/04/2025

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After reviewing your account, we can confirm the following:
  
  Your account has been reinstated. We apologize for any inconvenience this may have caused.
  
  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  Date:02/22/2025

  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.

  I purchased an Atom AR hoody from the seller after they confirmed the model via messages on the app because their listing wasnt detailed enough. I received an ************** completely different model with about a $200 value difference. I took this request to the Grailed support team to start a return, and have been denied because, After their thorough review, they have confirmed that the item you received is the same one described in the seller's listing, also is indeed authentic. I have sent them all the details they have asked for, and even included the exact message proof of me asking which model the jacket was BEFORE purchase. I was told to sell the item myself and was not given the chance to return the item.

  Business Response

  Date: 03/04/2025

  Hey there!
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  After reviewing your inquiry for the ArcTeryx jacket black - Arc'Teryx (********), we can confirm the following:
  
  Our moderation team has confirmed that after thoroughly reviewing the existing listing, photos, and information, in conjunction with the additional documentation you provided, it has been determined that the seller, their listing, and their item are authentic.
  

  Additionally, the jacket is the same as advertised in the listing and is authentic. The seller advertised it as an Arcteryx jacket, not a specific model. We can confirm that the jacket you received is the same jacket as the one shown in the listing photos.
  

  If you do not wish to keep the jacket, you may choose to resell it and recoup the funds as cash.
  
  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  Date:02/18/2025

  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 have been a long time member of Grailed where I had numerous sales under my belt. However, after receiving an email on 2/18/2025 I was told that my account was frozen for an unexplained reason. This is a major inconvenience as I have not done anything to warrant such a punishment. I am hoping to have my account reinstated as this is unacceptable.

  Business Response

  Date: 02/24/2025

  Hey there,
  

  Thank you for your patience as I received and reviewed your BBB inquiry.
  

  Weve reviewed your inquiry and can confirm the following:
  

  Our Trust and Fraud leadership team has confirmed that your account has been banned due to violating our Terms of Service.
  

  At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service.
  
  We're unable to reinstate your account and no further appeals will be acknowledged.
  
  We appreciate your understanding and feel free to reach out directly to our support team if you have further questions or concerns.