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:10/10/2023

  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.

  My account was frozen. I believe it was due to signing into another PayPal account that I have when I was trying to buy something. I am a trusted seller with 5 star reviews from my customers. Losing this account would mean I lose credibility and reputation that I earned. Can you please unfreeze my account??? My intentions when buying the shirt was to never be fraudulent or suspicious. It was an honest mistake, and this is crazy that my account got instantly frozen. Not even a warning either!!! My account is from ****.

  Business Response

  Date: 10/13/2023

  Hey there!
  

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

  Weve reviewed your inquiry and can confirm the following:
  

  The appeal to unfreeze your account has been denied. It appears of your four frozen accounts, two of them were frozen for listing multiple inauthentic items. Another account was automatically frozen, and the most recent one had multiple inauthentic items which our team issued warnings for previously.
  

  Our team has confirmed that we are unable to reinstate your account and there will be no further appeals since our Terms of Service has been violated.
  

  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:10/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction:2023/9/10 I sold a jacket on Grailed on September 10 My item is marked as delivered since the September 20 GRAILED system tell me to wait 3 days for payment.So I thought money was released 3 days after delivery.Fast forward and it's already 17 days after delivery.Paypal agent has told me GRAILED are holding payment and yet there are no respond nor communication at all.I was being patient and waited 17 days because usually that's how long it takes to release the payment but the Grailed still wont release my funds when it's clearly delivered many days ago.Ive emailed Grailed five times the past week and have received zero response.Yesterday i saw the buyer was selling my jacket on GRAILED, and I still not get my funds.

  Business Response

  Date: 10/13/2023

  Hey there!
  

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

  Weve reviewed your inquiry and can confirm the following:
  

  As stated on ticket no. ********, our records indicate that the funds have been released to your PayPal account, and it appears you haven't followed up with us to inform us of conflicting information from PayPal. I've gone ahead and attached the funds information below:
  

  PayPal Transaction ID: *****************
  PayPal Email: *******************
  Amount: $387.69
  

  Because PayPal processes these payments, the payments that are on hold are under review by PayPal.  In the meantime, if you are experiencing holds for longer than outlined in PayPal's hold guidelines, please contact PayPal directly to get the hold released.
  
  When contacting them, you can mention "funds availability" so they check the right part of the transaction for you.
  

  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: 10/17/2023

  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.
  
  Sincerely,
  
  ***** *******************
  
  
  
   
  
  

• Initial Complaint

  Date:10/06/2023

  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.

  Company has taken too long to send my payout on 2 sales. Says 3 days but has been over 8 days for both and they won't respond to emails

  Business Response

  Date: 10/11/2023

  Hey there,
  

  T**** you for reaching back out regarding your BBB inquiry.

  It appears youve already opened a complaint via complaint ID # ******** as it states the following below:
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  We sincerely apologize for any inconvenience this may have caused you. Weve reviewed your inquiry and can confirm the following:
  

  Your account was frozen for using stolen photos to get an inauthentic item through our review queue. Our team deleted it and asked you not to relist it.
  

  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 patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 10/16/2023

  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:

  Complaint ******** is in regards to a payout being paid 12 days after delivery. Grailed took a long time to get me my payment (longer than their terms and conditions state). I finally got payout after waiting a long time to get paid. 

  why are they mentioning the other complaint here? Complaint about unjustly being banned is still open, is a separate ticket and they have yet to resolve the issue or provide any evidence. This response just goes to show the lack of organization and transparency on their end. THANKS

   

   

   

   

   

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

  
  Sincerely,
  
  *********
  
  
  
  
   
  

• Initial Complaint

  Date:10/05/2023

  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 August 24, '23, I sold listing ******** on Grailed's platform. Come September 13, '23, after the item had been successfully delivered to the buyer, they initiated a chargeback with their financial institution, claiming the item received was 'not as described.' Despite my efforts to resolve the issue by reaching out to the buyer via email to organize a return (although this was not a requirement on my part), they did not respond, even though my email tracking service indicates that they read my email at least four times. Subsequently, I responded to the dispute on PayPal, incurring a $15 dispute fee in addition to PayPal's original transaction fee of $9.29. I provided all relevant information, including screenshots of my email communication with the buyer, pictures of the item before shipping, its original purchase documents, screenshots of the listing on Grailed's platform (along with its authentication badge), screenshots of the **** tracking results (**************************) confirming delivery to the correct address as indicated on both the buyer's Grailed and PayPal accounts and more. Regrettably, the bank sided with the buyer, as is often the case in these situations. As such, I opened a support ticket on Grailed (Ticket ID: *********, which ghosted me after their initial reply. To summarize, I am currently out of pocket by $127.52 (after fees) from the original transaction + $9.29 deducted by PayPal for the original transaction's fees after the chargeback + a $15 dispute fee + my original item. I need Grailed to honor their T&S and reimburse me for at least the $127.52 + $9.29 USD or help me retrieve my item from the buyer. Additionally, the buyer's account has not been suspended, despite them circumventing both Grailed and PayPal to initiate a chargeback with their financial institution, which is in violation of the T&S.

  Business Response

  Date: 10/17/2023

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  Upon checking your account, our team has confirmed that you were selling inauthentic items, including the item you mentioned via ticket no. *********
  

  At this time, I do see that an agent reached out to the buyer for additional information. As soon as the buyer responds with updates, the agent will reach back out to you via your current open ticket no. *********

  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:10/05/2023

  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 jacket from a Grailed seller on July 8, 2023 for $492.03. When I attempted to use the site's function to relist the jacket for sale using the same photos provided by the original seller, the listing was removed twice by website moderators due to "branding, design elements, and/or construction of your listing seems to be inconsistent with authentic production." This occurred within hours of the listing going live on both occasions despite the original seller's listing being live for days.Determined to appeal the decision, I created a support ticket with the website in an attempt to verify the authenticity of the item, and provided more pictures. However, the authentication team was unable to determine the item's authenticity. In essence, I only found out about the item's inauthenticity when I attempted to relist it for sale and ended up having this back-and-forth with support, as Grailed's authentication team had completely failed to remove the original listing in time, and I ended up purchasing the item.I then invoked Grailed's purchase protection guarantee to support on the same ticket (viewable here: ******************************************************************-Grailed-s-Purchase-Protection-How-it-works), stating that I was owed a refund ACCORDING TO THEIR POLICY, since as stated, the buyer is protected if the "item's authenticity cannot be verified by us." I originally requested this refund after authenticity could not be established on September 6, 2023. After a ******************* drought, support finally got back on September 20, ************************************************************************ initiating the refund process. I replied confirming my Paypal. There has been radio silence ever since.

  Business Response

  Date: 10/17/2023

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  I do see that an agent reached out to you via ticket no. ******** and confirmed the item was successfully delivered, and youve been refunded for the order.
  
  We appreciate your patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 10/21/2023

  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:

  The original seller has reposted the same supposedly inauthentic jacket after returning the item using the same pictures he originally used (viewable here: ************************************************************************************************************************************************************************) and the listing has been up for 5 days without removal. This leads me to believe that either there is an unethical system set in place in which bad actors on the Grailed support team abuse the authenticity check process to make artificial determinations on who is and isn't allowed to sell certain high-value items (i.e. cronyism), or the level of incompetence is so great as to be attributable to malice -- the result seems to be the same either way. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased sneakers that were returned to the sender because I had not paid my P.O. Box but I was not refunded . The seller says that they used the same label to reship the shoe but did not provide a tracking number I ordered these Louis ******* sneakers on grailed.com . It shows a refund but PayPal messaged me about an In incomplete refund and suggested I contact the seller . I cant reach him . Grailed is email only . I dont have a PayPal account I checkout out as a guest

  Business Response

  Date: 10/09/2023

  Hey there!
  

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

  Upon checking your account, it appears that based on your messages, you may have arranged a new shipment and payment off-site through Cash App.
  

  At this time, it appears we refunded you on 4:04 PM 09/16/2023. Once we refund or release the funds to PayPal, we can no longer access them or investigate them further. We kindly ask that you contact PayPal if you haven't yet received your refund.
  
  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: 10/13/2023

  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]

   I was informed by PayPal that the refund failed . They told me to contact the seller . I dont have a PayPal account I checked out as a guest 

   

   

   

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

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

  Business Response

  Date: 10/18/2023

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  Regrettably, we do not provide buyer protection for users using PayPal's guest checkout, as this was stated during checkout. You will need to contact PayPal to resolve the failed refund further.
  

  We appreciate your patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 11/01/2023

  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.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I posted a dress on grailed and it sold for $3500. My account was frozen because of suspected criminal activity. The police got involved and did their investigation and cleared me of any wrong doing. When I was cleared my account was unfrozen and grailed told me I would get a check in seven to ten days. That was over a month ago. When the sale was made grailed made sure to get their percentage of the sale but now don't want to send me mine. I've reached out to them several times and haven't gotten a reply

  Business Response

  Date: 09/28/2023

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  We sincerely apologize for any inconvenience this may have caused you. Weve reviewed your inquiry and can confirm the following:
  

  Your account has been reviewed and since been reinstated as of 8/25/23, and the funds for the transaction have been released on 8/4/23.
  

  We appreciate your patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 10/04/2023

  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.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/22/2023

  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 was banned without any warning and no communication while still having outstanding orders using their platform. I believe I was incorrectly banned and they do not respond to emails/messages.

  Business Response

  Date: 09/28/2023

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  We sincerely apologize for any inconvenience this may have caused you. Weve reviewed your inquiry and can confirm the following:
  

  Your account was frozen for using stolen photos to get an inauthentic item through our review queue. Our team deleted it and asked you not to relist it.
  

  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 patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 09/28/2023

  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:

  This is simply not true. Every picture I have taken has been mine. Every image I have submitted has been taken by me. Every item I have listed has been authentic.  This response is unsatisfactory. Can someone please talk specifics with me? There is no submission that I tried to submit with stolen pictures! I have provided receipts from authorized retailers.  

   

   

   

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

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

  Business Response

  Date: 02/06/2024

  Hey there,
  

  Thank you for reaching back out!
  

  I can understand your concern and sincerely apologize for any inconvenience this may have caused you.
  
  Our records indicate that emails were successfully sent to your email address affiliated with your Grailed account. Please make sure to check your junk/spam folder.
  As previously mentioned, you were issued two warnings about this prior to your account being frozen and these emails explicitly stated why the listing was deleted and informed you that such activity would lead to an account freeze.
  
  Please note that we value the trust and safety of our community and we reserve the right to freeze accounts that are inconsistent with our expectations. Feel free to review our terms of use at **********************************************.
  

  Our team is committed to ensuring fair and transparent transactions for all parties involved. We value your cooperation and understanding in this matter.
  
  If you have any other questions or concerns, please reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 02/22/2024

  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:

  Grailed failed to review my appeals for the erroneous claim that I tried to upload inauthentic items. Everything I posted was legitimate and when the digital authenticators failed to recognize them as such the customer service department also failed to answer my appeals. The selling industry knows that Grailed has subpar customer service and bans incorrectly. 
  

  I was a trusted seller and this meant nothing.

  To nitpick this even further, I uploaded different sizes so all of the sweatshirts should have been treated as first time but again Graileds incompetence led me to this complaint. The same item hailed incorrectly deemed as fake was authenticated through alias.  

  Anyone reading this should take their business to ***** StockX, or even goat group partner alias. 

   

   

   

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

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

• Initial Complaint

  Date:09/21/2023

  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.

  To whom it may concern,I recently established an account on ******************, and to my astonishment, it was suspended on the very day of its creation, without any justifiable cause. I must express my profound dissatisfaction with the level of service I have encountered on this platform. It seems nearly impossible to engage with a professional representative, and the seller support is, to put it mildly, subpar.Furthermore, I am not alone in my grievances. Several of my associates have been unjustly victimized by unscrupulous buyers who falsely claim the inauthenticity of genuine items. These cases are protracted, and invariably, it is the seller who bears the brunt of the consequences. It is becoming increasingly evident that Grailed is **** with scammers.Given these circumstances, I must assert that no individual should ever consider selling on Grailed. I would advise the platform to address these issues posthaste, lest they risk further tarnishing their reputation and facing potential legal ramifications.Sincerely,Ray

  Business Response

  Date: 09/26/2023

  Hey there!
  

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

  Upon checking your account, I do see that it was frozen for adding stolen photos to your listings in order to get it passed the review queue.
  

  Our records indicate that your account has been open for a few years now, and if you opened a new account that was frozen the same day, that means our team was able to link the new account to your previous account.
  

  Since this violates our Terms of Service, your account was permanently frozen.
  

  At Grailed, we prioritize the trust and safety of our community, and 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: 09/30/2023

  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:

  Dear Grailed,

   

  I must express my utmost surprise and concern regarding the matter at hand. Regrettably, I have not been apprised of any of the aforementioned issues. My ******* attempts to establish communication with Grailed have thus far proven unfruitful, leaving me without an opportunity to elucidate my perspective.
  In my tenure as an **** seller, I have consistently employed the same set of images for my listings, adhering meticulously to the presentation of every item's intricate details. I steadfastly affirm that I have never engaged in any form of picture theft, and I continue to possess the actual items in question.

  
  It is my unwavering belief that my **** photos may have been misappropriated by an external party without my consent or knowledge. In light of this, I stand ready to furnish any additional photographic evidence required to substantiate my claims.

  
  Given my steadfast commitment to conducting business with the utmost integrity, I humbly implore you to reconsider the status of my account. Your prompt reinstatement of my account would be greatly appreciated, as I am fully dedicated to upholding the highest standards of professionalism in my transactions.

  Best,

  *****

   

   

   

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

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

  Business Response

  Date: 10/26/2023

  Hey there,
  

  Thanks for reaching back out!
  

  I can understand your concern and sincerely apologize for any inconvenience this may have caused you.
  

  Our records indicate that you tried listing the item four different times using very different sets of photos, all of which our team removed as fake or suspicious activity.
  

  Additionally, it appears you have no transaction history on Grailed. Youve made zero sales or purchases on-site.
  

  I do see that you reported having your **** photos misappropriated by an external party. If you can provide us with the link to your listing, we may be able to further review your account.
  

  Otherwise, we will not be reinstating your account since our Terms of Use has been violated.
  

  If you have any other questions or concerns, please do not hesitate to reach out directly to our support team.

• Initial Complaint

  Date:09/20/2023

  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.

  I have emailed the GRAILED help desk numerous times since August 18, 2023 about help with a lost package and a refund, but no one has gotten back to me. That is my reason for filing this complaint.I sold a pair of ***** ***** embellished sunglasses on the GRAILED platform for $243.00 dollars on August 9, 2023. I used a shipping label provided to me by GRAILED which listed **** as the carrier.I shipped the package on August 10,2023. The package was out for delivery on August 14, 2023, but there was a delivery error. The buyer never received the package and it was not returned to the local post office to be redelivered the next day. (Update: The buyer emailed me 9/14/23. She received the glass, but did not respond to my request for payment).I filed an insurance claim with the **** which was settled for only $107.18 dollars. Unbeknownst to me, the shipping label GRAILED provided me with was only insured for $100.00 dollars, so **** sent me a check for that the sum plus shipping for a total of $107.18. I had no idea my merchandise was under insured because GRAILED only advised sellers listing merchandise over $700.00 dollars to buy additional insurance, not those selling items for less. Had they advised vendors selling merchandise under $700.00 dollars to do the same, I would not be without my money or merchandise. Additionally, GRAILED says they will not refund their commission fees when a package is lost by the ****. I think this policy is unfair. They provided the shipping label, chose **** as the carrier, and then did not insure my merchandise for the proper amount, but expect me to absorb the loss. Under the circumstances, I would like my transaction fee refunded as well as the other money owed to me for the sale. Paypal already reversed their fees for my sale.My GRAILED listing information is BetteCo Listing URL: **************************************************** Listing Internal URL: *************************************************************

  Business Response

  Date: 09/28/2023

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  We sincerely apologize for any inconvenience this may have caused you. Weve reviewed your inquiry and can confirm the following:
  

  Our team was able to further review your case and it appears youve been reimbursed in the amount of $261.12 USD.
  

  We appreciate your patience and understanding. Feel free to reach out directly to our support team if you have further questions or concerns.

  Customer Answer

  Date: 09/29/2023

  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.
  
  Sincerely,
  
  *************************************