Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold an item on their site and was never paid. They told me I didnt have a deposit method setup but I did and do. When I explain Im on the autistic spectrum and ask for help they ignore me and give me the runaround. Im owed money and want it asap. They dont help me when I email or use their help chat.

  Business response

  02/03/2025

  Hi Clair,

  Our records indicate that you received a payment of $152.42 for transaction ID ********* on August 25, 2024. This amount was deposited to your registered deposit method (VISA).
  

  We recommend checking your bank statement for any deposits of this amount around that date. If you require further assistance, please feel free to reply directly to ticket number #*********, which you can find in your email inbox.

  Thank you!

  *** Manager, Escalations

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint Against: OfferUp, Inc.Account/Order Number: ***************** Amount Disputed: $704 I have been a long-time OfferUp seller with a strong reputation and positive reviews, but my account was recently permanently disabled on January 28, 2025, due to an alleged violation of OfferUps Posting Rules.Key Issues:1.False Claim from a Buyer About My Authentic **** 6 Shoes:A recent buyer falsely accused me of selling fake **** 6 basketball shoes when I had actually sent them a 100% authentic pair with proof of purchase.This buyer had only one purchase record, which suggests a potential scam attempt to obtain free items by falsely claiming they are fake.This is not the first time this has happened to me on OfferUpthis tactic seems to be used by fraudulent buyers.2.OfferUp Wrongfully Disabled My Account Without Proper Review:OfferUp did not allow me to provide proof of authenticity (receipt, purchase records, etc.) before disabling my account.I believe the system automatically flagged my account based on this false claim without a proper manual review.3.Funds Withheld ($704+):My account balance of $704 has been frozen, and I was not given any information on how to withdraw my remaining ************ Prior Warnings or Explanation:I was never informed about the specific violation that led to this ****** November 2024, my account was similarly flagged and then reinstated, which further suggests that OfferUps system may be wrongfully flagging my account again.What I Want:Immediate review of my account suspension and reinstatement if no real violation is found.A fair chance to provide proof that my **** 6 shoes were authentic and the buyer was acting in bad faith.The ability to withdraw my $704 balance from my OfferUp account.I rely on ********************** for my income, and this unjustified ban has caused me significant financial distress. I kindly ask BBB to help me resolve this issue

  Business response

  01/29/2025

  Hello ******,
  

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

  I understand that your account has been disabled and you're concerned about outstanding payouts. *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is #*********. In that ticket, we stated that your account was disabled due to multiple policy violations, including the sale of counterfeit items. We invited you to provide sufficient proof of authenticity for the items in question, which we will gladly review. We also informed you that pending payments will be disbursed within 3-5 business days, unless we receive any claims from buyers.
  

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

  Kind regards,
  **** | OfferUp

  Customer response

  01/29/2025

   
  Complaint: 22870675
  
  I am rejecting this response because:Thank you for forwarding OfferUps response. While I appreciate their willingness to review my case, I have additional concerns that were not addressed:
  
  1?? Unfair System-Wide Ban Due to Small Account Switching
  ********************** claims my account was banned due to counterfeit concerns, but I strongly believe the actual reason was my frequent switching between a main account and a small account. I suspect the system mistakenly flagged my activity and banned all linked accounts, even though I have never sold counterfeit goods.
  
  2?? Why Are Real Counterfeit Sellers Still Active?
  If OfferUp is serious about enforcing counterfeit policies, why can I still find hundreds of sellers openly selling fake luxury items on the platform? Many of them operate under obvious names and are still active, while my account was shut down despite me selling authentic products.
  
  3?? Potential Discrimination After Applying for a Business Account
  Before my account was banned, I had applied for a business account upgrade. I also explicitly stated that I am a Chinese-American seller. Shortly after, my account was permanently restricted. This raises concerns about whether my identity played a role in the decision to ban my account. I would like ********************** to clarify whether business account applications or user demographics influence their enforcement policies.
  
  What I Am Requesting:
  ? A clear explanation of whether my account was banned due to automated system errors rather than actual violations.
  ? A fair review of my case, considering that true counterfeit sellers remain active on OfferUp.
  ? Assurance that OfferUp does not engage in discriminatory enforcement based on business applications or user demographics.
  
  Until these concerns are addressed, I cannot accept OfferUps response as a resolution. Thank you for your time and assistance.
  
  
  Sincerely,
  
  Yuzhou Qian

  Business response

  02/05/2025

  Hi Yuzhou,

  Thank you for reaching out!

  We have spoken with you several times regarding the status of your account, and our decision remains final. Your account has been removed from OfferUp due to violations of our Community Guidelines and Posting Rules related to counterfeit or replica items.

  Any payments scheduled to be released to your deposit method will proceed as normal.OfferUp reserves the right to remove items or profiles at its discretion, with or without prior warning or educational efforts.

  Please note that creating a new account after your account has been removed is not permitted.
   
  Thank you,
  
  *** - Manager, Escalations 

  Customer response

  02/05/2025

   
  Complaint: 22870675
  
  I am rejecting this response because:I did nothing and they suddenly deleted my account. I have submitted proof of authenticity.
  
  Sincerely,
  
  Yuzhou Qian

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on OfferUp. The transfer paperwork was subsequently stolen. I tried to contact the seller on OfferUp and filed a complaint form according to their procedures I requested that the seller contact me so I could obtain the vehicle information I have gotten no response from OfferUp. I filed a report with strict compliance to their written procedures and they have been absolutely non-responsive. My complaint is against OfferUp because they should be transparent and provide an avenue for communication between buyer and seller.

  Business response

  01/28/2025

  Hi *********,

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

  I see that youve been working in close contact with our agents regarding a stolen vehicle that you purchased on OfferUp. In ticket #*********, we stated most recently that, while we do not release other users' information, you can send in a notarized letter stating you are the owner of the account to obtain your messages.

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

  Kind regards,
  **** | OfferUp

  Customer response

  01/28/2025

   
  Complaint: 22863061
  
  I am rejecting this response because:  OfferUp has refused to communicate with the seller requesting them to provide me with the license plate and vin of the vehicle I purchased from seller "Bree".'
  
  Sincerely,
  
  ********* ********

  Business response

  02/04/2025

  Hi *********,

  I understand this is a very frustrating situation, especially since you need the license plate and VIN to complete your police report. I want to assure you we're trying to help within the constraints of our policies.
  
  As our lead investigator, Gaia, explained in ticket #*********, we cannot directly release another user's information due to privacy concerns. I understand this is an obstacle for your police report.
  
  We understand this is a complex situation, and we want to support you as much as possible. Please follow up on that ticket for further questions about our policies, and we'll do our best to guide you.

  Warm regards,

  **** | OfferUp Support 

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They just canceled my paid year subscription and took away 110$. They didn't respond thru customer service, ignoring me in chat. So, basically, they are randomly just scamming people.

  Business response

  01/24/2025

  Hi Misha,
  My name is ****** and I handle our BBB complaints.
  I see that youve been working in close contact with our agents regarding in regards to your canceled subscription. In ticket 103713697 we stated that a chargeback was submitted to ****** for the purchase and as a result they issued you a refund and canceled your yearly subscription. 
  If you still need assistance, please continue working with your agent in that ticket or reach out to us at ***********************************
  Kind regards,
  Maleka  | OfferUp

  Customer response

  01/24/2025

   
  Complaint: 22838834
  
  I am rejecting this response because: I did not get any refund. I hav3 a proof and I can send screenshot of my bank transactions and conversation with offers up, where they are just ignoring me and being bullied. 
  
  Sincerely,
  
  Misha Grape

  Business response

  01/30/2025

  Misha,

  I am sorry you feel like you have been ignored and bullied. That was not our intention at all. When multiple tickets are submitted by the same person for the same issue our team merges them into one so that you are only working with one agent instead of multiple agents.  I have responded to you in your open request number 103713697. In my response I stated that since you submitted a chargeback through ****** and we do not have access to the dates and for more information you must reach out to ******. I attached a screenshot of the information we have access to. I am sorry for any frustration this has caused you. 

  Customer response

  02/06/2025

   
  Complaint: 22838834
  
  I am rejecting this response because I haven't received a refund for the second transaction (yearly subscription), and you canceled the subscription on your end.
  
  Sincerely,
  
  Misha Grape

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sold a factory sealed product, as demonstrated in my advertisement picture to a buyer on OfferUp. While the ad says it was shrink wrapped, i corrected myself and told the buyer that this item was factory sealed and unopemed through the Offerup messaging system and in my ad picture.The buyer refused the product saying there is no product inside the factory sealed box and was not shrink wrapped as advertised. Upon receipt, the buyer broke the factory seal when instead should have returned the item upon noticing that it was not shrink wrapped. I have reason to believe the buyer kept the merchandise, lied that there was no product inside and returned the item to me using the excuse that the item was not as advertised (not shrink wrapped). This is considered fraud committed by the buyer. Offerup then erroneously and shamefully approved the return since the item was not shrink wrapped but did nothing when the product itself was not returned to the seller (me).When I received the returned item, the factory seal had been broken and the item has not been returned. I provided a video to offerup to show that i did not keep the item in the product box when i opened the returned package.Offerup did nothing to investigate or return my emails or in app messages.They aided and abetted scamming by facilitating transfer for the benefit of the buyer without providing investigation or assistance on behalf of the seller. Offerup has ignored my emails and ina app messaging requests to file a complaint against the buyer for fraud.I will be filing a case in a small claims court on January 31st, 2025 to recoup the cost of good sold and any fees associated with a court filing. Assuming I receive judgment, which will be part of public record available to credit agencies, I will promptly flow all legal avenues to collect it.

  Business response

  01/23/2025

  Hello *****,

  My name is ****** and I handle our BBB complaints.
  I understand that your claim for the item Life Is Strange: Arcadia Bay . *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is #*********. In that ticket, we stated that we approved your claim and your payment has been released.
  If you still need assistance, please continue working with your agent in that ticket or reach out to us at ***********************************
  

  Kind regards,
  Maleka  | OfferUp

  Customer response

  01/25/2025

   
  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

  01/15/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My account was banned due to my daughter using my account and posting a steering wheel that had an airbag on it. We both had no idea this was a violation of the community policy since we have both seen steering wheels with airbags being sold on there. I asked for my account to be reinstated because it was an honest mistake done by my daughter.

  Business response

  01/23/2025

  Hi ********

  
  My name is ****** and I handle our BBB complaints.
  I see that youve been working in close contact with our agents regarding your account deactivation. In ticket 103713189 we stated that your account was removed for violating our terms. I have responded to your request letting you know that I was able to reinstate your account.  
  If you still need assistance, please continue working with your agent in that ticket or reach out to us at ************************************************************.

  
  Kind regards,
  Maleka | OfferUp

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction ID: *********. On Friday, December 20, 2024, I sold an item via shipping on OfferUp for $120 with a payout of $104.52. The buyer received the item and I was supposedly paid out to a **** card ending in 7290 on January 7, 2025 according to OfferUp support. However, I told them I did not have any card ending in 7290 and that I did not see the deposit in my bank accounts. I have still yet to see my money anywhere and had no idea that it would be deposited to this card that I likely don't even have anymore. It might have been old or expired. I need to receive my money to the correct account and need ********************** to address this correctly. Their support has already ignored my request and told me to contact my bank.

  Business response

  01/21/2025

  Hi *****,

  Thank you for bringing this to our attention. After further review, our records show that this payment was released to the **** card associated with your account on January 6, 2025. This card was added to your account back in 2019 and has since expired.

  I have contacted our payment processor, ******, to gather more information on the status of this payment. I hope to get this transaction reversed and re-applied to the correct current account. Once I have an update i will send an email to the email address we have on file with gmail.

  Best regards,

  *** - Manager, Escalations

   

  Customer response

  01/21/2025

   
  Complaint: 22813643
  
  I am rejecting this response because: OfferUp has said they are reaching out to the payment processor in an effort to reserve the transaction and send money to the proper account. I will wait until this is done to close this case. Until then I wish for it to remain open.
  
  Sincerely,
  
  ***** *****

  Business response

  01/29/2025

  Hi *****,

  My associate, ***, responded to you in ticket #********* earlier today. They provided you with a payment ID number to give your bank, which can help locate the payout within their internal system. 

  Because we're already helping you on that ticket, we can close this complaint out. If there's anything else you need, please follow up with *** on that ticket.

  Warmly,
  **** | OfferUp Support

• Initial Complaint

  01/09/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  December ******* $870.28 December *******- $$720.55 January **************** All of these items are from scammers that tried scamming me - I never received any of these items . OfferUp customer support will not help me in getting my money back even tho I have a purchase protection on the payments because I paid thru the app . OfferUp seems to be full of scammers right now

  Business response

  01/10/2025

  Hi ******,

  I see you are currently being assisted on two different support tickets, #********* and #*********.

  A refund has been issued back for Payment# *********, "DJI Air 3 Fly More Combo Camera Drone (with RC 2 Remote)" of $870.28.

  Unfortunately for the item "DJI Mavic 3 Classic With DJI Remote", this transaction is closed as the period to file a claim ended on 1/31/24 and funds have been released to the seller. We can no longer issue a refund for this transaction.

  Best regards - 

  *** - Manager, Escalations

   

  Customer response

  01/11/2025

   
  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,
  
  ****** *********

*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. ↩