Grailed Reviews 2,979

Grailed Closed My “Item Not as Described” Case Despite Me Submitting All Requested Evidence (Case #90431131)

I am writing this review after an extremely frustrating experience with Grailed’s customer support regarding Case #90431131.

I purchased a pair of Prada sunglasses on Grailed that were listed as authentic and in “new condition.” Before purchasing, I specifically asked the seller what condition the glasses were in and whether there were any scratches on the lenses. The seller explicitly confirmed in writing that there were no scratches.

However, when the sunglasses arrived, they clearly did not match the description provided. The lenses have large visible scratches across them, despite the seller confirming there were none. The overall construction of the glasses also appears very lightweight and flimsy, which further raised concerns about the accuracy of the listing.

What makes this situation even more concerning is that I had already contacted Grailed before the item even arrived because I had begun to notice several red flags with the seller. The seller was initially unresponsive, delayed providing proper shipping information, and only generated a shipping label very late in the process. After purchasing the item, I also discovered reviews on the seller’s account referencing counterfeit items, which raised further concerns.

Because of this, I contacted Grailed before the item had even arrived to alert them to these issues.

Once the sunglasses were delivered and it became clear that the item was not as described, I immediately opened a dispute through Grailed’s Buyer Protection process.

Grailed support representatives, including April V and Benjie P, instructed me to submit tagged photos of the item within 72 hours so the case could be reviewed. I fully complied with this request and submitted the requested photos within the required timeframe.

After submitting the evidence, I sent multiple follow-up emails referencing my case number to confirm that the photos had been received and to request an update on the status of my dispute. Despite these follow-ups, I received no acknowledgement that the evidence had been received and no response to my messages.

Instead, I later received a message from Benjie P (Customer Experience Specialist) stating that Grailed “did not receive the requested tagged photos within the required timeframe” and that the case would therefore not be reviewed further.

This statement is incorrect. The photos were submitted within the requested timeframe, and I have email records showing both the submission of the evidence and my repeated attempts to confirm receipt.

Closing a dispute under these circumstances — after the buyer has complied with every request and repeatedly attempted to follow up — is extremely concerning.

Grailed’s suggested resolution was that I work directly with the seller or relist the item myself in order to recover my money. This places the burden on the buyer to resolve a situation where the item was explicitly confirmed to have no scratches but arrived with large scratches and clearly not as described.

Throughout this entire process I have done my due diligence:
• I asked the seller about the condition before purchasing
• I alerted Grailed to concerns about the seller before the item even arrived
• I opened a dispute immediately when the item arrived and was not as described
• I submitted all requested evidence within the timeframe provided
• I followed up multiple times referencing my case number

Despite this, my case was closed incorrectly without the evidence being properly reviewed.

For a platform that advertises Buyer Protection, this handling of the case is extremely disappointing.

I am requesting that Case #90431131 be properly reviewed and that the evidence I submitted be acknowledged, so that this dispute can be resolved fairly.

This is honestly the dumbest thing I’ve seen on a marketplace. I literally just created my account, tried to list my first item, and my account was immediately banned by your system for absolutely no reason. Not even a moderator reviewing anything it was clearly an automatic ban the second I tried to post. The item wasn’t even some designer brand or anything expensive it was just a cheap second-hand piece of clothing. Nothing fake, nothing suspicious, nothing worth scamming over. And somehow your broken system instantly flags and bans a brand new user who hasn’t even started using the platform yet. What kind of stupid automated moderation is this? If this is how you treat new users then no wonder people say this platform is a joke. Fix your broken system and stop automatically banning people for literally nothing

They solve issues pretty well but normally take 3 business days to answer which can be a long time if you have a complex issue. If they were to respond more timely their customer service would be great.

Avoid this scummy scummy reseller website like the plague. When you are scammed by a deceitful seller, Grailed will offer absolutely zero recourse and even shut down your account when providing substantial proof. Grailed actively protects scamming scummy sellers, like it is their job. Be prepared to chargeback through your bank- this is the only method of recourse to recover your stolen funds. Keep a detailed paper trail of everything, because Grailed will claim zero responsibility at any point. Let them deal with the banks instead.

DO NOT BUY THROUGH GRAILED.

They claim to have buyer protection but they do not put it into action. I purchased a jacket that was listed as "Black" but when it arrived it was navy blue. I trusted the sellers description because it's always hard to tell true colour in images. The seller ignored my return request and Grailed took 10 days to reply to me only to reject my return, saying the seller did not list the color. I SENT PHOTO EVIDENCE OF THE LISTING SAYING BLACK. Their support team is completely incompetent. When I asked for my case to be escalated to a supervisor, my requests were ignored. I have now filed a complaint with econsumer.gov. I recommend everyone else who has had issues with Grailed do the same so we can put pressure on them to have decent customer service and abide by their buyer protection laws. My next step is to open a case with my bank to get the money back that way. I will only ever purchase via PayPal now as it's much easier to process returns when items arrive incorrect.

Please read: I purchased a Chrome Hearts jacket from a seemingly reputable seller on Grailed. Upon payment processed, I found out the owner is based in the Philippines (where high quality counterfeits are made). If you’re fine with fake pieces, there are cheaper alternatives but he sells them at prices of authentic pieces. I can take the L but it is the lack of integrity and justice that Grailed provides that is disappoint. The 3 day policy will not protect you since Grailed is incentivized by having high return buyers for sellers who have successfully conned many buyers. Since I own real chrome hearts pieces and have sourced in Japan, I was able to confirm the jacket is fake. Grailed declined my claim stating that they believe the seller. The seller has thousands of reviews above 4 stars but if you dig, there are a handful that also said they ended up being counterfeits. Majority of people cannot tell the difference.
Selling counterfeits is is illegal under the Trademark Counterfeit Act. As an attorney, I through Grailed’s terms so I see that Grailed has positioned itself not to protect the buyers but incentivized to keep its business regardless of integrity. I’ll be disputing via my credit card service and am sending/sharing reports where I can to warn future buyers.

Sold an item for 285$, when item arrives buyer proceeds to open a case claiming he received a different product. In the end Grailed took his side even though I’ve been a member for almost 10 years and made over 75 transactions scoring 4,5/5 in feedback. The buyer had zero reviews and this was his second transaction on Grailed. I’m no longer comfortable selling/buying clothes on the more expensive side on Grailed.

1/5 stars. I fully paid for my item on Grailed, including a $19 shipping fee, and now they’re refusing to deliver unless I pay an extra $42 to UPS out of the blue. This fee was never shown at checkout or on my receipt, so it feels completely unfair. After the purchase was completed, they suddenly claimed I’m responsible for unexpected import charges days after the item was already shipped. This whole situation is ridiculous and has been a huge waste of time.

Grailed has the worst customer support of any online site. Here are several issues I had:

I purchased a Chome Hearts silver ring. When I received the ring, I could see inconsistencies with another ring that I had. I questioned Grailed of the authenticity of the ring and they only responded with it’s authentic and you can resell it. First, how can I resell a counterfeit ring on their site? It goes against their policy. I also provided them documentation from a third-party company stating it is not an authentic ring. Grailed refused to provide any details why they believe it is authentic and will not follow up with you.

I also placed several products for sale on the site and they claimed it was fake. Again I had a third party review the items and deemed them authentic.

Then they banned my account. Will not tell you why?

Had several items that sold just prior to them banning me. Those customers were not able to receive their orders. When I question grilled, they once again, never answered me, nor did they care that buyers were waiting for product that they were never going to receive.

Grailed is an amateur resale website. Terrible customer service, terrible response times, they don’t come close to comparing to how eBay supports not only the buyers but also the sellers.

I have about +250 transaction on grailed.And i dont get payment like 3 month i tried to contact grailed on e-mail 20-30 time and i can't get a reply my 7000usd in hold.Dont trust grailed.I'm not sure i get paid my money...

⭐ 1 Star — Extremely Deceptive Marketplace, Funds Withheld for Years

We operated a seller account on Grailed LLC - www .grailed. com/CircaWatchLabs

from 2022–2024 with a consistent 5-star feedback record. During that time we sold custom watches and fulfilled all orders successfully.

www .grailed. com/ CircaWatchLabs/feedback

In January 2024, six completed orders totaling about $1,798+ were delivered with tracking and positive customer feedback also, yet Grailed never released the payouts. They repeatedly claimed PayPal held the funds — PayPal’s executive team confirmed in writing that this was false and that Grailed retained the money instead.

We attempted for over two years to resolve this through their support (which is essentially outsourced Zendesk with no escalation path), offered alternative payout methods including Stripe Express (which was working for other payments that we had transactions with grailed after paypal was no longer supported), and even filed a complaint with the Better Business Bureau. No resolution.

After we warned we would escalate legally, Grailed froze our account on 11/1/2024 and removed access to transaction data — despite our store having strong feedback and all deliveries completed per their policy.

⚠️ In our experience, Grailed breached their own payout terms, withheld seller funds, provided misleading explanations, and offered no meaningful support. We strongly caution other sellers — especially small businesses — to be aware of the financial risk of using this platform.

We are still pursuing recovery of the funds via alternative means

Appreciate Grailed for handling a situation and getting me my refund with no problem

Sold for years on Grailed and it was always fine but recent experiences have been horrible. Recently sold an item that did not fit the buyer and I agreed to refund. However, the duties fees were the same as the cost of the item and grailed offered zero assistance so I ended up LOSING hundreds of dollars throughout the entire ordeal with zero support.

This has been part of several bad customer service experiences over the last few months and as such I do not recommend them to anyone. Their responses are slow, impersonal, often incorrect and feel templated. They do not care about the buyer or seller anymore.

Really great experience on the support from the team on a return of damaged item. Fully remboursed and happy ending!

Sold an item on Grailed and it shows the funds were sent to PayPal. But no funds were transferred. Nor does PayPal say they have any record of transfers or holds. Grailed hasn’t responded to any of my emails. Grailed has stolen my money.

Support is honestly a piece of shit, got banned for no reason after listing old keather jacket as other cause there was no brand like that on the website to choose and it was flagged somehow as something banable and automaticly after listing it ai got perm ban and support just keep saying there is no possibility of getting unban with no explanation and with not checking anything

The site is not costumer friendly. They allow sellers post " knock down " items as " NEW " .
After paying the asking price I received a used, with defects item. It took a month to get my rightful return.
But , GRAILED give me a hard time to process my claim.
with short time to deliver all the ridicules pictures and information. Very unfriendly to costumers . DONT BUY HERE!!!

I have been using Grailed for years, so I feel qualified to say that the company does not care about the platform. I have, on several occasions, been in contact with their awful customer support, which does not seem at all motivated to actually solve any problems you might have. Furthermore, their “buyer protection” and “verified products” are nothing more than fancy words without any real meaning or benefit for the consumer.

Bunch of scammers. Ridiculous how they're still allowed to operate. Sold 4 items worth almost 2k USD. All the buyers have received their items for weeks already. Even gave me positive ratings and confirmed delivery. Meanwhile Grailed refuses to send my payouts.