Complaints

This profile includes complaints for OfferUp, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OfferUp, Inc.

  Yarrow Point, WA 98004

• 

  OfferUp, Inc.

  227 Bellevue Way NE Ste 57 Bellevue, WA 98004-5721

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:

  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.

  Hello the correct account is ******************** the password is phonexay79 Any other account associated with me can be deleted. I may have created another account because i was unable to use my Original account. and the new account was unusable..and i may have tried to delete it...This account ******************** was disabled or blocked a few days ago. It is my Account wich I opened 8 years ago in 2017. I have over 1000 5 star ratings and have never had a complaint or negative report that I know of. It says I violated a policie. I feel i was unfairly flaged for deletion without warning or notice. If I did post a prohibited item. i was unaware I am truly sorry and regret Posting anything that is not allowed. I did not know it could lead to a account deletion..wich is what happened.. I rely on offer up for some of my monthly Income for Rent and Food basic needs. As I am currently laid off. Like so many others in *******. As i am not employed And my benifits have Run out..We are poor people. Stuck in survival mode So this app is crucial for me to help support myself and my family..Is there is anything i can do to get this account back ******************** I would be truly greatful and will abide by all rules moving forward..If Not is it possible to lift the ban on this phone. So I can make another account and hopefully start over..As it looks like the phone is banned also..And I am unable to afford a new phone..I was considering asking the ********************** to help me.. Reinstate my account..But I wanted to try to appeal the action taken against me First. As I feel it is unfair. Thank you.Hi,Your account has been removed from OfferUp due to repeated violations of our Posting ******** prohibited items continued to be posted after our notifications, we have made the decision to close this account.This decision will not be overturned and opening a new account once your account has been removed is not allowed.Thank you OfferUp Risk Support

  Business Response

  Date: 04/02/2025

  Hello ********,

  My name is **** and I handle our BBB complaints.

  I understand that your OfferUp account was recently deactivated for violating our guidelines and policies. Upon further review, our team has agreed to reinstate your account under support ticket #*********. In that ticket, we stated that we found multiple posting violations of explicit content on your account. In order to remain in good standing, please review our Prohibited Items Guidelines: **************************************************************************************************

  If you still need assistance, please continue working with your agent in that ticket or reach out to us at ************************************************************.

  Kind regards,
  **** | OfferUp

   

  Customer Answer

  Date: 04/02/2025

   
  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.
  
  Sincerely,
  
  Phonexay Ketsouvannasane

• Initial Complaint

  Date:03/18/2025

  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 like OfferUp. I use it often and I think it is, for the most part, great. The last time I ordered something it went to an address I have not lived at for 8 months. There is no way to update my street address. I can update my City and zip code but this doesn't help me. There is no way to contact corporate through the app or online. It's crazy. I don't want to delete the app but I can't keep hunting down packages. Help!

  Business Response

  Date: 03/18/2025

  Hello TJ,

  My name is **** and I handle our BBB complaints.

  I understand that you would like to update your shipping address, and also noted that you had a tough time locating OfferUp support. *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is #*********. In that ticket, I explain how to update your address, as well as where to find resources to contact our support directly.

  If you still need assistance, please reply within that ticket, or reach out to us at ***********************************
  

  Kind regards,
  **** | OfferUp

• Initial Complaint

  Date:03/16/2025

  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.

  The business charged me $21.24 memebership fee on 2/1/2025, but they didn't provide any service they marketed. I reached out and asked to cancel the membership and get a refund since I didn't use the service, but they simply refused to. The Support Request: *********.

  Business Response

  Date: 03/18/2025

  Hello Lily,

  My name is **** and I handle our BBB complaints.

  I understand that our Promote Plus subscription didn't meet your expectations and are hoping for a refund. Ive created support ticket #********* on your behalf. In that ticket, I stated that because the subscription was purchased through the App Store, we are unable to issue a refund. I also provided instructions on how to request a refund directly through *****. Additionally, I mentioned that I applied a 7-day courtesy promotion to two of your items, and included a few selling tips to help your items move faster.

  If you still need assistance, please respond in that ticket or reach out to us at ************************************************************.

  Kind regards,
  **** | OfferUp

• Initial Complaint

  Date:03/13/2025

  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.

  This company offers a free three day trial of their Promoted Plus upgrade option at is $19.95 per month. I started the 3-day free trial on March 6th and we received very little increase in visibility and zero outreach to us with questions / interest.I came back to OfferUp with a lot of basic knowledge of various ways to post and sell things. I then signed up their free 3-day trial on March 6th to see if it would help. And it had very little / no affect on the item / account. The paid account got less than 10% of the organic account when the item was posted. Because of that, after two days, I went to cancel my 3-day trial but could see even though that free 3-day trial was still active in my account, they had already charged me for a full month (even tho it was only the morning of Oct 8th). I was eventually informed by their support that on day two, they charge you for a full month, even though the 3-day trial isnt over and no matter how much I protested, their Sports made it clear that OfferUp as a company has an absolutely no refund policy that is strictly enforced and that there was zero of chance to get my money back even though the 3-day trial was still running.

  Business Response

  Date: 03/14/2025

  Hi *******,As previously explained by a support agent in ticket #*********, subscriptions are purchased and billed through your device's app store (Apple/iOS). To cancel your subscription, you will need to do so directly from the app store, not from OfferUp. Additionally, if you wish to request any refunds, you will need to do that through ******
  

  To cancel ************* please visit the iTunes App Store or ****** Play to manage your subscriptions. I want to emphasize that you cannot cancel your subscription within the OfferUp app, and closing your OfferUp account does not cancel the subscription.

  Here are the instructions to manage or cancel subscriptions via iTunes:

  1. Launch the Settings app.

  2. Tap on "iTunes & App Store."

  3. Tap on your Apple ID.

  4. When the pop-up window appears, tap "View Apple ID."

  5. Enter your Apple ID password or use your fingerprint ID when prompted.

  6. Tap on "Subscriptions."

  7. Tap the subscription you wish to cancel.

  Please note that ***** does not allow OfferUp to verify if your subscription is still active or has been canceled. To confirm this information, please follow the steps outlined above.

  Thank you!

  *** - Manager, Escalations

• Initial Complaint

  Date:03/04/2025

  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 tried this app for the initial trial period, decided I didn't care for it, and canceled it. They charged me a subscription fee anyway, twice. When I tried to chat with customer service about a refund since I had closed my account, they told me they don't do that and closed the chat.

  Business Response

  Date: 03/05/2025

  Hi Hannah,
  
  Thank you for contacting us, and I apologize for any inconvenience this may have caused you.
  
  Unfortunately, since this was an in-app purchase, we arent able to cancel this subscription for you. Subscriptions cannot be canceled within the OfferUp app or by closing your account.
  
  Dont worry though, cancellation is easy! Just head over to the ****** Play store and cancel your subscription there. Feel free to contact ****** for your refund request. 

  This information and links are also provided in your open support ticket with us: Ticket #*********.
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23018863
  
  I am rejecting this response because: I cancelled my account, that should be sufficient to cancel my subscription. I wasn't able to log in when I tried to do so, therefore you have no right to keep charging me for a service I wasn't using. I want a refund. And the least you can do is spell my name correctly.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/14/2025

   

   

   

   

   

  Hi *****,

  Subscriptions for OfferUp are not purchased through the app itself; instead, they are bought through your device's app store. This means that you cannot cancel your subscriptions directly in the OfferUp app. Additionally, closing your OfferUp account does not cancel any subscriptions you have.

  iTunes instructions to manage or cancel subscriptions
  
  Launch the Settings app.
  Tap iTunes & App Store.
  Tap on your Apple ID.
  Tap View Apple ID when the pop up window appears.
  Enter your Apple ID password or fingerprint ID when prompted.
  Tap Subscriptions.
  Tap the Subscription you want to cancel
  
  ***** does not give OfferUp access to check if the subscription is still active or has been canceled.  Your only option to confirm this information is by following the steps above.  

  
  For Android:
  
  ****** Play instructions to manage or cancel subscriptions
  
  Launch the ****** Play Store app.
  Tap Menu -> My Apps -> Subscriptions and tap on the app of the subscription you'd like to cancel.
  Alternatively, tap Menu -> My Apps -> Tap the app of the subscription you'd like to cancel -> Tap the app's details page.
  
  Your subscription runs until the end of the current billing period. Then your monthly payment and any pre-paid listings will expire.

   

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23018863
  
  I am rejecting this response because: deliberately hiding your subscription cancellation does not entitle you to charge people for something they're not using, and you can confirm that by checking to see when I deactivated my account. I want a refund.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/22/2025

  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.

  They blocked my account for no reason and I have an order that has already been shipped and they only reply to me with a robot and do not give any reason for my funds and account issues and simply do not reply

  Business Response

  Date: 02/25/2025

  Hi *****,

  My name is **** and I handle our BBB complaints.

  I understand that that you're interested in learning both why your account was deactivated, as well as when you'll be paid out for your last sale. *** created a support ticket on your behalf, #*********. In that ticket I stated that once the buyer receives the item and, given they don't file a protection claim within 2 days, your money will be paid out at that point. Currently, the item is still in transit. Additionally, I mention that due to violations to our Community Guidelines and Posting Rules, your account is not eligible for reinstatement.
  

  If you still need assistance, please continue reply on that ticket.

  Kind regards,
  **** | OfferUp

• Initial Complaint

  Date:02/19/2025

  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.

  On 1/28/25, a buyer from the OfferUp platform completed an instant purchase of an item I had for sale on the platform for $100.00. It was a used, wireless security camera system.- I shipped the item via **** the next day, using the pre-paid label provided by OfferUp - On2/1/25, the buyer claims to have received the package but it only containing cables, not the actual camera. I asked the buyer for proof and advised them to file a claim with OfferUp, which they did - OfferUp refunded the buyer their money and I am not out of a camera system and the money I was supposed to be paid for it.- They buyer has provided no proof. I have repeatedly requested OfferUp provide proof and they have not.OfferUp has facilitated this scam and theft of my item with no proof, no police report, etc... Mail fraud is a federal crime and I plan to pursue OfferUp for allowing this scam without sufficient proof.

  Business Response

  Date: 02/21/2025

  Hello,

  Thank you for reaching out regarding your recent experience. We want to assure you that OfferUp has thoroughly reviewed the buyer protection claim along with the evidence submitted by the buyer. The decision to approve and refund the claim was made in accordance with our guidelines.

  Please note that OfferUp does not require a police report or a **** claim for this type of situation. If you're interested in understanding more about how our Buyer Protection claims process works, we encourage you to visit our help center for detailed information.

  If you have any proof or evidence that supports your case, we would be more than happy to re-open the claim and investigate further, I have created a ticket #********* (Better Business Bureau Complaint #********) for your reference which you can find in your email inbox to provide this information.

  Your satisfaction is important to us, and we're here to help!

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22960678
  
  I am rejecting this response because: The company, OfferUp, is asking me (the seller) for proof but I did not make a claim. The buyer made a claim but they are asking the seller for proof while requiring no police report or **** claim for Mail Fraud, which is a federal offense, from the buyer who has made a claim and does not have to prove it.

   

  OfferUp has now facilitated the theft of my property without so much as proof. I reject this response and will persue them.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/10/2025

  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.

  On February 1st I bought a laptop for $1,784 and I am charged. The next day, I see a tracking number has been uploaded. Two days later, the seller cancels the order, and the seller's account is suspended. The app shows the order is canceled, and there is nowhere to click to report anything amiss. I am given a full refund. I see no button to report or do anything at all. So the next day, I receive a package that is not addressed to my name and that is too small to have the laptop in it. It contains baking soda. When I receive the package, I once again attempt to report the order or to contact the seller, but simply cannot because the order is still marked as canceled and there is no option to do anything. As I said previously, I cannot contact the seller as he is suspended. I still have not been charged. I simply accept the that the app is correct, and that the order is canceled. I think it is important to note that the reason given was that the SELLER canceled it. Two days later, I am charged again. This is outside of the window to report something wrong. Up until this point, I have been told the order is canceled, and have still not had any ability to do anything. Two days after delivery, I am charged for the second time. I notice the charge on the morning of the tenth and attempt to contact offerup. I try to log into my account which was suspended (it has now been reinstated) why I have no clue at all. I am seeking a full Refund, as I was given no recourse and I believe the seller deliberately abused the app to make the order canceled and then reinstate the order. Because I was not given the option to dispute it and was refunded prior, I think that this is wrong to charge me for it. I tried to follow the proper channels, but the app didn't show any button or option to do so, and I was continously mislead about the status of the order and that it was still active. I intended to cancel the order myself the next day, but was couldn't as it was already canceled.

  Business Response

  Date: 02/12/2025

  Hi *****,
  
  My name is also *****, and I handle our BBB complaints. 
  
  I see that you already have a support ticket with us. In ticket [*********], we stated that this was a mistake on our end; you shouldn't have been charged for this sale.
  
  I did attempt to process a refund for you, but a chargeback was filed, and that chargeback was accepted.
  
  If you still need help, please keep working with your agent on that ticket or reach out to us at ************************************************************. 
  
  Kind regards,
  ***** *. | OfferUp

  Customer Answer

  Date: 02/13/2025

   
  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. Thank you for the help with resolving my case, and I am thankful it was resolved quickly and efficiently! 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/01/2025

  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 January 9, 2025, I sold an Apple iPad Air M2 (2024 model) for $600 through OfferUps shipped transaction feature. OfferUp was responsible for processing the payment and handling the shipping label. After the buyer received the device, they falsely claimed it was defective and requested a return. Despite my objections, OfferUp forced the return approval, and when I received the package back, it was an empty **** envelopethe buyer never returned the actual item and effectively stole my iPad through OfferUps return process.I immediately contacted OfferUps support team, providing evidence that the buyer committed fraud by sending back an empty package instead of my iPad. OfferUp refused to investigate, denied me any form of seller protection, and closed my case without offering any resolution.OfferUps return policy enables scammers to exploit sellers, allowing them to steal items with no consequences. The platform provides zero protection for legitimate sellers, making it unsafe for anyone shipping high-value items.

  Business Response

  Date: 02/03/2025

  Hi Matthias,

  I understand that the outcome of your claim may not be what you expected.Please note that OfferUp reserves the right to process returns when the item meets the criteria outlined in our Purchase Protection Claim policy.
  

  After reviewing the original listing and the information provided by the buyer, we approved the return and issued a full refund. Currently, there is no additional Seller Protection policy in place, so OfferUp considers this transaction complete.

  Your message thread with the buyer remains open if you wish to discuss or address any discrepancies. To report any issues, please do so directly from the buyers profile page or within the message thread.

  Thank you!

  *** - Manager, Escalations

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22887447
  
  I am rejecting this response because your company approved a return that didnt contain the item, you shouldve given me time to inspect the returned item for its condition before blindly refunding your buyer. Doesnt that seem like a reasonable request? 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 02/12/2025

  Hi Matthias,

  My name is ***** and I handle our BBB complaints.
  
  I reviewed your case and made the exception to accommodate you for the sale. 
  
  Payment for this sale was processed successfully. Depending on your financial institution, it may take 3-5 business days for the funds to appear in your account. I also sent the confirmation to the current support ticket you have open.
  
  If you still need assistance, please respond to ticket #********* or reach out to us at ************************************************************. 
  
  Kind regards,
  
  ***** *.
  Sr. Escalation Specialist II | OfferUp Customer Support

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:02/01/2025

  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.

  The person sold to me as a bike stating it was new, then the leg feel off broke apart during the first drive, because he had taped it up. We did not see when we brought and he did not tell us because he rushed the process to come at night. He then said okay to give the refund and pick up his bike then change his mind to buy fir the repairs as stated in the texts then he was playing games then he ghosted please he should not be able to get away with this behavior

  Business Response

  Date: 02/03/2025

  Hi Meriem,

  Thank you for bringing this situation to our attention.

  Please note that our buyer purchase protection program only applies to items purchased through OfferUp's payment system and shipped directly.If this was an in-person transaction, you will need to resolve the issue directly with the seller. If a crime has occurred, we recommend contacting your local law enforcement to file a police report.

  Once you have filed your report, please ask the investigating officer to contact us directly so that we can assist them with their investigation via our ************************************************************************************************.

  In the meantime, we will be investigating this report and will take appropriate action based on the information we gather. Please be aware that actions taken on other users' accounts may not always be visible to you.

  Thank you!

  *** - Manager, Escalations
  
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22887287
  
  I am rejecting this response because: you should be able to investigate this   why is this man even on this website, he is doing this to other people. He also did not notifier the buyers that i bought the bike, I also did not get a chance to rate him on the website, because he did not claim i bought, i should be at least able to rate him, i should get that opportunity 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/12/2025

  Hi Meriem,
  
  Thanks for reaching out and sharing your experience with us! Im really sorry to hear about the trouble you had with your bike purchase.
  
  Unfortunately, our buyer purchase protection program only applies to items purchased through OfferUp's payment system and shipped directly. If this was an in-person transaction, you will need to resolve the issue directly with the seller.
  
  We always recommend that our buyers take the time to look over the item so this issue can be avoided. 
  
  In the meantime, we will be investigating this report and will take appropriate action based on the information we gather. Please be aware that actions taken on other users' accounts may not always be visible to you.
  
  Thank you!