ComplaintsforGrailed, Inc.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Grailed, Inc. regarding an unresolved issue involving a forced return on a transaction where I complied with all platform guidelines and explicitly stated terms that the sale was non-refundable.On October 24, 2024, I sold an item listed at $130 through the Grailed platform. Prior to the sale, I provided all necessary information and explicitly noted that the item was sold on a non-refundable basis. The item was shipped promptly, and the tracking information shows that it was delivered successfully to the buyer.However, after confirming delivery, the buyer returned the item without providing any reason. Despite my attempts to clarify and contest the return due to my non-refundable policy, Grailed, Inc. proceeded to process the return and is now forcing me to accept it without confirming the items condition or any justification for this action.I believe Grailed, Inc.'s handling of this situation is unprofessional and unfair to sellers who are diligently following platform rules. This forced return not only disregards the established terms of sale but also places an undue burden on sellers by requiring them to accept returned items without any form of verification or buyer accountability.I kindly request the BBB's assistance in addressing this issue and in holding Grailed, Inc. accountable for the enforcement of fair and transparent practices for sellers. I would appreciate any guidance or steps the BBB could recommend to resolve this matter.Thank you for your time and consideration.

  Business response

  11/13/2024

  Hey there!
  

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

  Ive taken a look at your derschutze painter varsity bomber jacket - Derschutze Streetwear, and I do see that you originally listed the jacket as size medium. However, you shipped the buyer a size large in addition to letting the buyer know directly via the message pane on the listing that the tag size is large but fits like a medium.
  

  Since you listed the incorrect size and shipped the buyer the incorrect size, the buyer is entitled to a refund and has been provided with a return shipping label. Please kindly allow 7 days for the return to be scanned by the courier.
  

  If the buyer fails to ship out the return within 7 days of receiving the return shipping label, the case will be closed out in your favor. I hope this information was  helpful.
  
  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

  Customer response

  11/22/2024

  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 and the matter has been resolved.

  The platform release my fund because the buyer does not ship back the item within 7 days.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was selling a pair of **** ******** sweatpants on the platform Grailed The seller purchased on October 18. He received the item on October 23.Grailed promises to send out payment within three days of items delivery, I waited patiently for three days and I didnt receive any payment, but I thought maybe there was just a delay so I continued to wait a week has passed by and I reached out to the seller just to see if everything was OK he then stated to me that I shipped him pants that had bleached stains all on them, which wasnt true, so I kindly told him to ship it back. Within me telling him that he went on to insult me numerous amount of times, but I didnt feed into it because I just really wanted the item back because I fell on hard times and I needed the money. The last and final time I asked, he insinuated that its over. Not sure what he meant by that but I interpreted that as he doesnt want to ship the item back, so I have been reaching out to the support team, but I havent been hearing anything back from them regarding this. The support team told me that they would send me a a tracking number within ****************************************************************************************************** which wasnt too much of a big deal but still not OK when operating such a large scale business. Still to this day the tracking number hasnt been updated as far as the item being shipped back to me and now it looks like the buyers account has been frozen for some reason, so Im not hearing from Grailed and neither of the seller so I was left with no choice, but to contact you guys for some sort of ******* first the email associated with my account I didnt have access to so within the seven days of me not receiving payout I didnt know whats going on which is why I reached out to the seller and didnt respond to the email at first, but when I got access to my email, I immediately contacted Grailed. I havent got much communication.

  Business response

  11/13/2024

  Hey there!
  

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

  Since the buyer did not return their order in the required timeframe we have moved forward with closing this case in your favor. 
  
  Additionally, the funds for this sale have now been released to your Stripe account. 
  
  Amount: $80.77
  Released At: 10:31 AM 11/10/2024
  

  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have a problem with the Grailed.com marketplace. Some time ago they notified me that I need to pass DAC7 verification. I have since successfully passed it. A couple days later, my account on ****************** was frozen. Although I'm sure I didn't break any rules. So I would like to ask you to look into the situation and help me to restore my account, as I have active clients who are waiting for me.

  Business response

  11/13/2024

  Hey there!
  

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

  Please kindly understand that DAC7 is a tax directive that requires digital platform operators to report certain information about sellers to tax authorities. Sellers who have not completed the requirement are subject to having their account suspended or their payments being paused.
  

  It appears you completed the requirement, however, this is in no correlation to your Grailed account being banned. Our Trust and Fraud leadership team has reviewed your account and confirmed that it has violated our Terms of ***************** reserve the right to freeze accounts that have exhibited activity against our policies. Were unable to reinstate your account and no further appeals will be acknowledged.

  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Support Team,I hope this message finds you well. I am writing to express my deep concern and frustration regarding the recent blocking of my seller account on your platform. As a loyal and active seller with over 700 positive reviews and ***** transactions, I am both surprised and disheartened by the lack of response and assistance I have *********** my knowledge, no clear reason has been provided for the suspension of my account. Despite my repeated attempts to contact your support team, my inquiries have gone unanswered. This silence has been especially difficult, as I depend on this account for my livelihood.I am currently based in *******, a country facing significant challenges, and my situation is particularly precarious due to the ongoing difficulties in the region. The revenue I generate from my sales on Greiled is crucial for my well-being, especially under these circumstances. I rely on your platform to support myself and my family, and the sudden disruption of my business has placed me in an extremely vulnerable position.I kindly request immediate clarification on why my account has been blocked and ask that you review the case thoroughly to resolve this issue. I have always adhered to your platform's policies, and I believe that my contributions as a seller with an established reputation should merit prompt attention and resolution.Your timely response would be greatly appreciated. I look forward to hearing from you soon and hope we can work together to resolve this matter swiftly and fairly.Thank you for your attention to this urgent matter.

  Business response

  10/30/2024

  Hello,
  
  Thank you for reaching out regarding your account status on ******************. We understand that this situation is both frustrating and concerning, especially given your history.
  
  Your account was suspended due to violations of our Terms of Service, specifically related to the sale of inauthentic items. The details of your account history indicate multiple instances that led to this decision:
  
  February 6, 2024 - Your account was flagged for selling an inauthentic item, leading to a violation notice.
  March 3, 2024 - Another violation was recorded for similar reasons.
  October 16, 2024 - Your account was automatically banned due to association with another user flagged as a scam account.
  
  As a result of these violations, we are unable to reinstate your account. Furthermore, due to the severity of the breaches against our policies, no further appeals will be acknowledged. We understand this may not be the response you were hoping for, but it is crucial for us to enforce our policies consistently to protect our community.
  
  While we cannot reverse this decision, we encourage you to take this opportunity to review our Terms of Service and guidelines for future reference. If you choose to explore selling on other platforms, we wish you the best in your e-commerce endeavors. If you have any further questions, please reach out to us using the following link: ***********************************************************************
  
  We appreciate your understanding in this matter, and thank you for your contributions to our marketplace.

  Customer response

  10/31/2024

  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:

  Good afternoon, I would like vou to consider vour decision and unblock my account, because I think that the reason is not correct, I am an honest seller and have been working for a long time, the account has a good rating of 4.9 there were no disputes, all buyers are happy, please unblock my account and I have never been involved in selling counterfeit items, it is at least not profitable, because I know the rules of Grailed, and to lose an account with 1800 transactions and 680+ reviews with a rating of 4.9, also with the Verified badge. This is a mistake! I have never engaged in such activities

   

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

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

  Business response

  11/07/2024

  Hello,
  
  Thank you for the opportunity to address this matter further. We understand the concern you have regarding your account, and we have reviewed his additional comments thoroughly.
  
  As previously communicated, your account was suspended due to multiple violations of our Terms of Service, specifically involving listings flagged for inauthenticity. Our platform maintains strict standards regarding item authenticity, which is critical to ensure a secure and trustworthy environment for our users. We have clear policies regarding the sale of authentic items, and breaches of these policies are taken very seriously to protect all members of our community.
  
  After extensive internal reviews, it was confirmed that these violations occurred on on your selling account. Unfortunately, due to the severity and frequency of these breaches, we cannot reinstate the account. This decision is final, and we will not be able to grant further appeals regarding this matter. While we understand that this is a disappointing outcome for, adherence to our policies is essential to maintain the integrity of our platform.
  
  For any additional inquiries, he may reach out to our support team directly at: ***********************************************************************.
  
  Thank you for your understanding.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i purchased "The FEW MFG A2 Horsehide Leather Jacket" from *********** on 10/05/2024 *********************************************************************************************************** Seller marked shipped with tracking number" *************" 10/08/2024, shipping is from ********* to ***, but *********** tracking doesn't show any progress since then,so I contact *********** support 10/17/2024, support *** told me that it was delivered 10/14/2024 with some *** Indonesia web information, but I don't get it. *********** support asked me to contact shipping company, but I never get any shipping company name, i asked a few more question about which shipping company, don't get any answer from ***********. i cannot contact Indonesia Post from *** I paid $80 for shipping, but seller doesn't cover insurance and signature request.

  Business response

  11/02/2024

  Hello,

  
  Thank you for bringing your concerns to our attention via the Better Business Bureau.
  
  Upon reviewing your case, we understand that you purchased The FEW MFG A2 Horsehide Leather Jacket from a third-party seller on Grailed, and it was shipped from ********* with tracking number ************** According to our records, the tracking information for this shipment was marked as delivered on October 14, 2024. We shared this update with you on October 17, 2024, based on information from the shipping carriers Indonesian portal, but we understand you have been unable to confirm this from your location.
  
  To clarify Graileds policy on shipments over $750, sellers are expected to provide signature confirmation. We are following up with the seller to gather more information regarding the handling and shipping of this order to verify compliance with our policies.

  If further investigation reveals that the item was not properly delivered to the address provided, we will work with you to facilitate the necessary next steps. As the seller used his own label, we must reach out to them for more information and have given the seller 48 working hours to respond on 10/31/2024.
  
  We appreciate your patience as we work to resolve this matter. If you have additional information or questions, please do not hesitate to reach out during your open support ticket #********.

  
  

  Customer response

  11/04/2024

  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:

  [Your Answer Here]

   *********** just update some information,  their message should get some information from seller by 10/31/2024, but today is 11/04/2024,  there is not this kind of information.   Seller only provided Indonesia carrier tracking number, no detail delivery carrier company,  I cannot contact Indonesia carrier from *** ,  seller should contact this carrier to search ,

  *********** policy on shipments over $750,  Seller must proved signature confirmation, I paid $853,   but just be told that it was delivered  by 10/14/2024,  then asked me to contact Indonesia carrier,  it doesn't make sense at all,

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business response

  11/12/2024

  Hello,
  
  Thank you for following up on this matter.
  
  We want to assure you that we are actively investigating this issue with both the courier and the seller. Your case remains open with us under support ticket #********, and all updates will be provided there. We are awaiting further details from the seller to clarify the shipment and tracking information and ensure compliance with our policy.
  
  Please feel free to direct any further questions or concerns to the ongoing support thread under ticket #********, as our team is closely monitoring this issue and will keep you updated on any progress.
  
  Thank you for your patience and understanding as we work to resolve this matter.
  

  Customer response

  11/12/2024

  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:

  [Your Answer Here]

  only gave some update info,  grailed.com still waiting for seller's response , but it is almost 3 weeks,   look like seller reject any answer.
  

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received pants that do not fit me at all , and were not the same pants as the imagine the seller shared. Ive tried to reach out for a return/refund however hes been silent for over a week and I would just like my refund o $100 dollars back from either the seller or Grailed. Sellers username is : @ *********

  Business response

  10/23/2024

  Hey there!
  

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

  Upon checking on the Retro straight leg loose fitting jeans - Japanese Brand **** Streetwear (********), I do see that you were issued a full refund back to the original payment method in the amount of $105 USD on 5:16 AM 10/20/2024.
  

  Please kindly allow 5-7 business days for the refund to reflect on your account. I hope this helps!
  

  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased shoes listed as brand new/never worn from this site 10/1/24. Shoes were delivered 10/7/24. Immediately upon opening I could tell they were not brand new. Shoes were clearly dirty. Rings around the inside of the shoe where it touches your ankles and stains on the top of the toe box. I contact Grailed support same day the item delivered 10/7/24 to report issue and uploaded photos. I was assigned request # ********. I received an email 10/8/24 from support asking for specific photos tagged with my username the date and the word Grailed. I immediately sent the requested photos back on 10/8/24. I then received another email stating that my issue had been reviewed and that I would be refunded upon returning the item. I was asked to confirm my address for the shipping label they would provide. I again responded same day and confirmed my address. I was told to allow ***** hours for them to confirm the sellers address and that if they didnt respond I would receive the label with the address they used to ship me the item. 10/9/24 a start receive a spam of emails from the seller lying about the condition of the shoes. When clearly the photos and condition he posted the shoes in are not what I received. I asked them to stop contacting me on numerous occasions and attempted to block them to stop receiving messages but the app wouldnt allow me to. I reported this issue as well. Seller said he contacted Grailed about denying the return since I have few transactions on the site. I stopped responding to their messages. I have since reached out to Grailed on 10/10/24 to ask when Id receive the label and no response. I reached out again to support on 10/11/24 to ask about the label and was assigned a new request # ********. I need the label so I can return the shoes for a refund. I dont need my money being held up for an extended period of time due to the sellers negligence. Seller also put free worldwide shipping in his listing but I was charged $20 for it.

  Business response

  10/21/2024

  Hey there!
  

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

  Upon checking on the Balenciaga Speed Recycled White - Balenciaga (********), it looks like you provided our support team with the requested photos via ticket no. *********
  

  The item was successfully returned back to the seller and it looks like you were issued a full refund back to the original payment method in the amount of $286.20 USD on 12:05 PM 10/20/2024.
  

  Please kindly allow 5-7 business days for the refund to reflect on your account.
  

  We appreciate your understanding during this time and feel free to reach out directly to our support team if you have further questions or concerns.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a seller on the platform GRAILED. I sold an absolutely 100% authentic item on the platform. The jacket sold on August 26 2024 for $1,000. $853 after taxes and fees by a user named *********. I shipped the next day after the item delivered 9/3. The business GRAILED commits to providing protection for sellers but I have yet to have that provided. The business claims the Legit Seller stamp on a sellers profile is a strong indicator that youre dealing with a legit person. I have that stamp. I also have a perfect review and strong all positive feedback on my profile which apparently means nothing. I meet all of the business standards to be considered a legit seller 1)legit seller , speedy shipper, and quick responder. The claim to use an extensive database on items that dont meet our standards to monitor the platform for suspicious content and unusual activity. Were also proactively monitoring new releases and upcoming brands to ensure we have the right coverage over new trends however when reaching out to customer service it is like pulling teeth. The only thing they asked for are hi resolution photos and I heard nothing back no details nothing. The buyer as of 9/3 still to this very moment of filing has the jacket that I sold. Its been almost a month in this persons possession. I have little to know visibility or reassurance Im being protected. I believe the guy is exploiting a flawed system in Grailed which is the customer support and seller protection. Ive never experience such worse support in my life. Ive got extremely depressed because the jacket I sold is with thousands and I sold it for almost 70 % of the value and I have nothing now. I need help getting my money and a resolution. I feel like i am being scammed on both sides of this.

  Customer response

  10/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold my 100% Authentic Moose Knuckles Jacket for $650.Suddenly my account was banned while the funds were processing. (Never sold any fake items in my life, and i can give them a refund and get my jacket back if my item is fake) Mailed Grailed multiple times, they NEVER tell me the reason for banning, status of my funds, status of my sale, etc. Now, I lost both my money and jacket. Not getting funds, not getting my jacket back, dont know the status, account banned, cannot contact buyer What I want: Either get my funds or get my jacket back And if its possible: unban my account Listing *********** E-mail: ******************* Username: **********

  Business response

  10/03/2024

  Hey there!
  

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

  Weve reviewed your inquiry regarding listing ID ******** for the Moose Knuckles Ballistic Bomber Jacket Black, Size Large - Moose Knuckles and can confirm the following:

  Our team has successfully released your funds as the buyer did not follow up with us. I hope this helps!
  
  We appreciate your understanding and feel free to reach out directly to our support team if you have further questions or concerns.

  Customer response

  10/06/2024

  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:

  [Your Answer Here]

   

  Hi, But my account is still frozen, I SWEAR I never did any freudelent activity, with upmost respect, I really request again to unban my account, please and thank you

   

   

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business response

  10/14/2024

  Hey there,
  

  Thank you for reaching back out regarding your BBB inquiry.
  

  Although your funds were successfully released, our Trust and Fraud leadership team has confirmed that we are unable to reinstate your account, and no further appeals will be acknowledged as our Terms of Service has been violated. So sorry for this.
  
  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

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ************* jacket from a seller in the *******. This seller had no feedback or reviews so I knew I was taking a risk. However, Grailed has buyer protection so I felt protected. Long story short, the seller sent some package to an address in *******, ******. My address is in ***********, ******. The item was delivered to some location over 2 hours away from me via the UkrPoshta delivery service. The seller is ignoring me. I never received the item and it is so obvious that is the case. Grailed is trying to get me to file a claim with Ukrposhta, but their website's claim page is not available in English, I believe it's only in Ukrainian. I just want my money back. I purchased something, and the item was not sent to me. Plain and simple. I have provided Grailed with all of the proof possible. Anyone with common sense can see I was completely scammed and the agent named *** is not helping me at all. This is so unfair, this should be illegal. The purchase was for $414.68. I cannot believe how horrible this company is treating me. The seller is trying to scam everyone involved. I just want my money back! Please help me. The listing number on Grailed is ********. Please contact me at ****************** or call me at **********. I will answer any questions you have. I simply want my money back guys. I hate complaining, I just want what is fair. I've bought so many things online with zero issues. I cannot believe the one time I have a problem, I get no help. Please help me! I am begging.

  Business response

  09/17/2024

  Hey there!
  

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

  Weve reviewed your inquiry regarding the ******************* Jacket Size XL - Louis ******* (********) and can confirm the following:
  

  The tracking information via **** ************* indicates that it was successfully delivered to you on 9/4/24 at 5:55 pm. As advised by our support team through ticket no. ********, we kindly ask that you reach out to the shipping courier to file a claim as the seller used their own shipping label. Once the claim has been approved, you will be able to get a refund from the seller.
  
  We appreciate your understanding and feel free to reach out directly to our support team if you have further questions or concerns.

*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. ↩