ComplaintsforOfferUp, Inc.

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Initial Complaint
09/29/2024
Complaint Type:
Product Issues
Status:
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.
On September 25th or 26th, I purchased a promotion on an ad on their platform. I was charged $19.99 and could not use the service. Offer Up refuses to promote the item, despite being paid which was confirmed by my bank . They also referred me to ***** who said to contact Offer Up. They are inconsistent with information they have given me and continue to tell me there are no refunds and still do not provide the service I paid for. Basically they stole my money and I paid for something I did not recieve
Business response
10/03/2024
Hello ******,
My name is ****** and I handle our BBB complaints.
I understand that you did not receive the Promotion you purchased through ***** . *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is #*********. In that ticket, we stated that I have manually promoted the item you requested while our team works on how to move your subscription from your previous account to your new 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
09/26/2024
Complaint Type:
Billing Issues
Status:
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.
I have never heard of anything like this. Why in the world would you charge someone for something that I did last year? did they need my $21 that bad? I know they are not that broke. Plus I do not see that this is written anywhere. I know that I cancel this before the free trial was over and they still charge me?they had no right going into my account after I cancel this offer. This company fraud...stay away from them..
Business response
09/27/2024
Hello ******,
Thank you for reaching out.I couldn't find an account linked to ***************** To help me investigate further, please respond to this message with the email address associated with your account.
You can also reach out to our customer support team at ******************************* and ask for ***. Be sure to mention this BBB communication.
We apologize for any inconvenience and appreciate your patience.
I look forward to your reply.
Warm regards,
***
OfferUp Support
Initial Complaint
09/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Support keeps saying that I posted something that falls under the Prohibited Items Guidelines, specifically items that may be used in illegal activity. The only item I posted was a brand new muffler, still in the box, that I own. There is nothing in the guidelines indicating that I cannot post this item for sale. I have also seen similar items listed. I requested further clarification and proof of the supposed violation, but nothing has been provided regarding the alleged illegal activity.
Business response
09/25/2024
Hello ****,

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

I understand that you have concerns about the removal of your listing. Your ticket number is *********. In that ticket, we stated it was a mistake on our end, so I restored that listing.
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
09/29/2024

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
09/23/2024
Complaint Type:
Product Issues
Status:
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.
Starting on Friday, my listings on the OfferUp platform began disappearing from public view. 1) I contacted email support (ticket #*********) and they told me that there was a technical issue and claimed that they have resolved it. However, the issue still persisted 2) I emailed them again and a representative copy / pasted their rules in regards to proper posting guidelines with no explanation of which specific rule I was violating so I can address the violation. This sounded contradictory to me because in #1, they told me that it was a technical issue on their end which has been resolved. Now they are saying that I'm violating their rules without any mention of which specific rule. After reading the copy / pasted guidelines, I assumed that it was because I put stock photos on my listings, so I deleted them and notified the representative that I took care of the offending issue. After a couple days, I received no response even after several follow-up emails from me.3) I created a new ticket (*********) to address the situation with another representative and the representative forwarded the issue to the Risk team, but after a day, the team sent me the same copy / pasted message about violating their guidelines without specifically mentioning which one.I'm completely fed up with OfferUp and want a resolution to this matter. I want my listings to appear visible to the public. I'm no longer "violating" any of their guidelines assuming that was the problem. However, the representatives are completely too clueless and too lazy to provide any feedback to help the issue even though I'm doing everything on my end to meet their needs. I have a business on OfferUp where I'm selling electronics and OfferUp's negligence has caused me to lose customers.
Business response
09/27/2024
Hi ***,
We apologize for any inconvenience or dissatisfaction you experienced.
Upon reviewing your account and our previous correspondence, we found that some of your listings did not meet our posting guidelines. Specifically, we identified a duplicate listing for "NEW ******* Galaxy Z Fold6 1TB (Unlocked) Phone / Tablet in Pink," and we also noticed that your listing for "NEW **** Alienware 34" ********************************* was unclear and seemed to suggest that only the box was being sold.
We have rectified these issues and your listings are now active and visible.If you still have any concerns or need further assistance, please feel free to contact our customer support team at ******************************** Please reference this BBB communication and ask for ***.
We apologize once again for any inconvenience caused and appreciate your patience throughout this process.
Warm regards,
***
OfferUp Support
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
January 29, 2024 Got on offer up to look up some of the used cars seek to purchase did the process process was incomplete didnt receive any thing from them. File complain with my gift card as to theyre saying to contact offer up
Business response
09/27/2024
Hi Jasmine,
We apologize for any inconvenience or dissatisfaction you experienced.
After reviewing your account, I was unable to locate any transactions successfully made through the platform. If this was for a vehicle and you paid using a gift card, it could be a scam. We recommend contacting your local law enforcement. This correspondence was sent to you on 05/02/24, ticket #******** when you initially reached out to our support team.
Verified dealers on the OfferUp platform will never ask for payment upfront or by gift card.
Once you've filed your report, please request that the investigating officer contact us directly so that we may be able to assist them with their investigation via our ************************************************************************************************.
Warm regards,
***
OfferUp Support
Customer response
09/27/2024

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,

****** *********
Report # ***********
Customer response
10/02/2024
Hello I received the email
This is
The email you sent me about my complaint with offer up some one has to be held accountable for this with the situation bend tagged that I used offer up to do business with these people that had and account with them if you look at the images I followed all the information that they told me I dont know how you guys keep missing this. Example picture ****** has all offer up information even their company brand name logo as was them believable to me and your sitting here telling me they made a fool of me and my eyes seeing what they are seeing.
Business response
10/03/2024
******,
My name is ****** and I handle our BBB complaints. Thank you for the police report number. Could you please provide us with the name of the police department, phone number, and the officer assigned to your case. This will help us get the information to the right person quickly. You can reply to the ticket #******** with this information and our Trust and Safety team will reach out to the officer.

Kind regards,
Maleka | OfferUp
Customer response
10/03/2024

I do not know his name
**********
metro Nashville police dept
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
09/23/2024
Complaint Type:
Product Issues
Status:
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.
Ok on September 10 I sold a rc helicopter through Offer Up to a guy named **** from ***************** for 750 dollars I was given instructions on how and where to mail it .. So of my own money I bought a big new box also I bought bubble wrap and foam to cover the empty spots inside the box .. I have pictures of how my helicopter looked ... **** paid 750 dollars to Offer Up deduct the ***** dollars that Offer Up charged for the sell .. The helicopter arrived to ***************** on September 16 at 8:51 am .. I was told that the buyer had 2 days to check the item if there was any problem to inform Offer Up... My item arrived damaged I don't know how if it's true I bought everything for the helicopter to be safe so offert told us me and the buyer to come out with an agreement we did .. even sign contract between me and the buyer we inform offer up now the buyer told offer up to release the monry ... And offer up hasn't released my money yet then they messaged me 3 days ago that the buyer was going to send me the helicopter back within 2 days I have no information on anything the buyer messaged me Yesterday if I had received the money because I agreed to give him back 150 it has been since the 16 that arrived I have no number to call them they ignore me a
Business response
09/25/2024
Hi ****,
My name is ***** and I handle our BBB complaints.

I see that youve been working in close contact with our agents regarding transaction ID# *********. In ticket 102021898 we stated that the claim was approved and the buyer will ship back your item.The tracking information was provided.

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

Kind regards,

***** | OfferUp
Initial Complaint
09/08/2024
Complaint Type:
Delivery Issues
Status:
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.
Seller hasn't shipped. Only created a shipping label. They claim they cancel unshipped items after five days. Despite being contacted several times.
Business response
09/13/2024
Hi ****,
My name is ****** and I handle our BBB complaints.
I see that youve been working in close contact with our agents regarding the funds being released from a canceled sale. In ticket ********* we stated that OfferUp had asked your bank to put a hold on the amount for this purchase, and we were waiting for shipment confirmation from the **** tracking before finalizing the transaction.
Since we never saw movement on the tracking, your card was never formally charged, and we released the hold on the money on Sept 09 2024.
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
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I posted a product on Offer up's web site and my product was purchase by one of offer up's customer and I was informed that I would receive $217.75 which includes the company fee as well. My sale went great and the customer loved my item I sent so much he replied back to thank me. I informed offer up that I did not receive my payment for the success of my sale and they are not helping locate my payment. I explained to offer up that I checked all my bank accounts and cannot locate the fee. I asked if they could cancel the direct deposit and mail me a physical check. They said no. I asked if they could tell me which account the funds where sent to for ex. name of bank ***** Fargo, etc. and they refuse to provide me this information so I can narrow down exactly where the funds went. I explained to Offer Up that the account information I see on my account is an old account and perhaps they could have sent it there. I just would like the name of the bank account where the funds were sent so I can narrow the search down or be sent a physical check.
Business response
09/13/2024
Hello ****,
My name is ****** and I handle our BBB complaints.
I understand that you need the banking infor your payout was processed to. Ive created a ticket on your behalf to further troubleshoot this issue. Your ticket number is *********. In that ticket, we stated the bank name and last for digits of the account number along with a tracing number to provide to them to help locate the funds.
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
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I sold an item on the OfferUp platform. I completed shipping and they just never sent the payment. The receipt as of 9/4/24 says "The payment hasn't been deposited yet.".I chatted their support on 9/4/24 and they claim to have deposited the funds from the sale, but refuse to provide any receipt or transaction information.
Business response
09/05/2024
Hi Kai,
My name is ****** and I handle our BBB complaints.
I see that youve been working in close contact with our agents regarding obtaining receipts for your deposit. In ticket 101761360 we stated that there is a glitch in the app causing some deposits to show as not deposited. I also attached a receipt and a tracking number for your bank to trace the payment if you are unable to locate it in your statements.
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
09/05/2024

Complaint: 22238880

I am rejecting this response because: the deposit has not hit my bank and my bank has no reference of the funds. Offer up did finally email me back with a receipt but there was nothing on that receipt that my bank understood.
the App continues to show that the deposit of my money has not been made. When I attempted to resolve that via chat support the agent told me I just needed to update my app, which I had already done.

Sincerely,

*** *****
Business response
09/17/2024
Hello Kai,
My name is Jenn and I handle our BBB complaints.
I understand that you are concerned about your payment. *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is *********. In that ticket, we stated that the payment for Transaction ********* was paid out successfully on August 9th. There was a screenshot provided from our payment processor showing the successful deposit as well as the payout trace ID your bank can use to locate the deposit.
If you still need assistance, please continue working with your agent in that ticket or reach out to us at ************************************************************.
Kind regards,
Jenn | OfferUp
Customer response
09/17/2024

Complaint: 22238880

I am rejecting this response because: I dont know what to do. OfferUp says they sent the funds, my bank doesnt have the funds and the trace number they provided doesnt help when I discuss with my bank.
the OfferUp app still shows me that payment has not been sent.

Sincerely,

*** *****
Business response
09/27/2024
Hi Kai,
Unfortunately, there isn't much more OfferUp can do to assist you with this matter. In our previous correspondence, we were able to provide you with a receipt and a trace ID to help your bank locate the payment for transaction ID *********, which was deposited to the same MasterCard that your prior transactions have been deposited to.
The app may still show this as a balance available on the app, but it has been released, and we have provided you with a receipt for your records.
If there are any lingering issues or if you require further assistance, please don't hesitate to contact our customer support team at ******************************** Reference this BBB communication and ask for ***.
Once again, we apologize for any inconvenience caused and appreciate your patience throughout this process.
Warm regards,
***
OfferUp Support
Customer response
09/27/2024

Complaint: 22238880

I am rejecting this response because: I still dont have the funds and the business says there isnt anything else they can do. Their app doesnt work correctly and theyre stealing money from their users.

Sincerely,

*** *****
Initial Complaint
09/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Im a seller on OfferUp and just recently I made a sale for $30 dlls that I havent received I had ship out the package a day before deadline and **** scanned item a day after. I reached out to OfferUp and I was informed by **** a csr that I would get paid as long as I used the label provided by offer Up and that the package was tracking which I Did. Its been more than a week and I havent received my funds, after waiting I reach out again but this time I was informed that they will not be able to pay me because it was too late and I had to proof with receipt that I had to contact buyer. Its really frustrating to get a hold of representative they dont want to help it seems they are very lazy.
Business response
09/04/2024
Hi ***,

My name is Avery and I handle our BBB complaints.
I see that youve been working in close contact with our agents regarding your cancelled sale. In ticket 101528602 we stated that USPS never sent us the proper notification that the item had been shipped. Our system couldnt identify the shipment status of your package, thus canceling your sale.
For future transactions, when dropping off your package, ask them to scan it so that our system knows you dropped it off.

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.
Kind regards,
***** | OfferUp

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