ComplaintsforOfferUp, Inc.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  OfferUp really is proving to be the worst app. I have never had issues with this app until recently. I think I am being punished for filing a complaint with BBB Because my account was deactivated without me violating any guidelines. Disappointing Customer Support and Unjust Account Deactivation Ive been using OfferUp for my business, I.G @ Hair Haven SF, where I sell beauty products, mainly wigs. Recently, my experience with OfferUp has been nothing short of frustrating recently.First, I encountered glitches where multiple customers placed orders, but I never received shipping labels or notifications. After contacting customer support during business hours, I didnt get a response until much later with a generic message. I was informed that my orders totaling $429 had been canceled and was told to ask the buyers to repurchase, which was supposed to fix the issue. It didnt work and no time frame was given.I reported the issue several times, only to receive the same responses. Eventually, I was told OfferUp was aware of the problem and working on it, but no timeline was given. After filing a complaint with the BBB, I received a response claiming the issue had been fixed. Unfortunately, a friend who tried to reorder couldnt even find my account after her order was *********** make matters worse, I then received an email stating that my account was permanently deactivated for violating community guidelineswithout specifying which guideline I supposedly violated. Prior to deactivation, I had a pending balance of $213, which I havent received, and no clear explanation of what went ******** incredibly disappointed with the lack of transparency, the delayed responses, and the negative impact this has had on my business. I hope OfferUp addresses these serious issues to avoid further inconvenience to their sellers because just because I filed a complaint doesn't mean my account should be deleted. I NEED ANSWERS TO THIS

  Business response

  10/18/2024

  Hi ******,

  Thank you for sharing your feedback regarding your recent experience with OfferUp. We sincerely apologize for the frustration and inconvenience you have faced, as this does not reflect the level of service we aim to provide.

  I see that you are currently working with one of our agents, *****, to address this issue under ticket #*********. Please rest assured that we take your concerns seriously. We are actively investigating your account situation and will do our best to resolve this issue as quickly as possible.

  Best regards,

  *** - OfferUp Support Team

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been getting insulting offers via my offer up account. ********************** allows you to publish your listings as firm which does not allow buyers to lowball you, however, I get nothing but lowball offers. Offerup fails to enforce their own policies and also floods me with spam. I want offer up to stop spamming me, I don't need or require any suggestions, and I don't want any contact from buyers unless they are agreeing to my published firm price. Anything else is a violation of the T''s and C's. unless offerup wants to admit to spamming and allowing users to be lowballed.

  Business response

  10/17/2024

  Hello ****,
  My name is ****** and I handle our BBB complaints.
  I understand that you have some concerns about still receiving message offers for less than your posted firm price . *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is *********. In that ticket, we stated that setting the price does stop buyers from making an offer lower than the set firm price but doesn't stop buyers from messaging you to see if you are willing to go lower. I also attached an article from our *********** that explains this to our users. I also requested more information on your complaint about spamming. 
  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

  10/17/2024

   
  Complaint: 22433043
  
  I am rejecting this response because: An article does not remedy or fix this issue. OfferUp needs to ensure a fair safe community and if a seller does not entertain counteroffers, potential buyers should be sanctioned for insulting offers. NO MEANS NO!
  
  I'm tired of lowball offered especially when OfferUp claims to discourage the proactive even for sellers that allow counteroffers.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold 7 pairs of air jordans on OfferUp and received emails with a receipt and transaction ID verifying the sale and never received payment after mailing the.

  Business response

  10/16/2024

  Hi *****,
  
  My name is *****, and I handle our BBB complaints.
  
  I see that youve been working closely with our agents regarding your payment for a completed sale. In ticket #*********, we stated that we were unable to locate your sale from the transaction ID that you provided. From the screenshots that you provided, neither the payment ID nor the correspondence came from us.
  
  That ticket asked for additional information; please respond there, and we will try to assist as best we can! 
  
  If you still need assistance, please continue working with your agent in that ticket or reach out to us at ************************************************************. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this company before about taking money out of my gift debit card. This the second time they have done this without my authorization to do so and on top of that its a totally different Gift card. The first time it was for $29.00 and now it was for $99.00 the whole amount of the gift card. I contacted the gift card but it takes up to 90 days to get it resolved. I just want them to stop taking my money from my gift cards. They took $29.00 the first time and now they took $99.00. Thank you and hopefully you can help me to get them to stop. How in the world they knew I got a new gift card?

  Business response

  10/16/2024

  Hello ******,
   
  My name is *****, and I handle our BBB complaints.
  
  I understand that your account was charged. *** created a ticket on your behalf to troubleshoot this issue further. Your ticket number is [*********]. In that ticket, we stated that we could not pull up your account using the email you provided. Can you provide us with the requested information in that ticket so we can assist you better?  
  
  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

  10/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this is fraudulent company, harasses and bullies any one who reports any illegal activity on the app blocking you and not responding . I opened an account to post women's clothing , items were removed then contacted by offer up apologizing for the removal of the items . Then I reported something illegally being sold ob OfferUp app and my account was banned .So if you are selling stolen good or doing illegal activity you can sell on the OfferUp app . IF your items are legal you will be blocked.Fraud Scam Scam

  Business response

  10/16/2024

  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. In ticket [*********], we stated that your account was removed due to duplicate accounts on the platform. Additional information was requested. Please respond to that ticket.
  
  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

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm having some issues yet again with the fact that I made a purchase or several actually and it's been more than the given days allowed and I haven't received my items nor been issued my refunds! Plus you guys refuse to even respond when I file a claim or try and contact you! How pathetic and ridiculous! I want my money back immediately

  Business response

  10/07/2024

  Hello,

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

  I understand that you have been having issues getting refunded for some purchases. *** created a ticket on your behalf to further troubleshoot this issue. Your ticket number is *********. In that ticket, we stated that we are more than happy to help look into this, we will just need to locate your account first using the account email.
  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

  10/08/2024

   
  Complaint: 22386913
  
  I am rejecting this response because: It's under my husband's email address which is 

  ****************************** 

  Please get this figured out soon

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

  Business response

  10/16/2024

  Hi ******,
  
  My name is ***** and I handle our BBB complaints. 
  
  I see that youve been working closely with our agents regarding an issue with filing your claim. In ticket [*********], we requested more information to assist you with the problem. Please respond to that ticket so we can assist you. 
  
  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

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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 
  
  

*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. ↩