Grailed Reviews 2,979

Very bad customer service. They are very slow in providing solutions and answers to easy requests.

I am happy to say that Grailed “did the right thing”! Although the return and refund policy is pretty straightforward, I had a situation where I was mislead by the ad in Grailed…I was instructed to document the transaction, submitted pictures, and was fully refunded for the purchase. The seller mislead me in the ad with size and had also just reposted someone else’s ad from Grailed. The personnel at Grailed investigated and refunded me fully. Thank you for being a trustworthy marketplace !

I had an issue with a seller and his item, but I received excellent support and a full refund.

Great response time and assisted me with my order!

Received a counterfeit item! I only bought it because Grailed “verified” the item. Also Grailed has a Buyer Protection, which they refused to uphold! I reported the issue in the 72 hour required window and it took them two weeks to respond, The Grailed platform is not to be trusted and is not safe!

HELLO, I SOLD THIS COAT ON September 21, 2024, at 8:01 PM GMT+2, AND THE BUYER (Darkclothes) SAID HE RECEIVED A JACKET BUT NOT THE COAT THAT IS ON GREILED. HE LIED. AND NOW I SEE THAT HE IS SELLING THE VERY COAT THAT I SENT HIM. WHAT DO WE DO NOW? HE IS A CRIMINAL.
It's very obvious, can't you see that it's the same coat and the size is the same too?
I thought you were responsible for ensuring that no fraudsters sell on your website and that you don't support them, but as I see it, the opposite is true.
Garled help is the -0000000-so BAD!!!!!!!

I am a seller with thousands of positive reviews, suddenly the payments are not being accepted on my account , wrote many times to support team, never got any answer .

Reviews had me worried but the support team replied and had my order refunded within a couple days of my ticket submission. Will still be using Grailed moving forward.

Don’t sell on Grailed!!!

Sold an item, payed for shipping from eu to the us, 50 dollars. Then the buyer did not accept the delivery (by mistake he says) and then it got shipped back to me, another 50 dollars. So 6 weeks later I have lost around a 100 dollars. Been writing to the Grailed costumer service, they stopped answering my mails a week ago although they ealier promised compensation. When I got the item back I put it up on vinted and sold it on two days.. that app is just working unlike Grailed, stay away!!!

I ordered an item which was never sent. They asked me to reach out to the seller to request a refund and if no response in 72 hours they would escalate. Now support will not answer my emails and there is no phone number to call

The worst experience I've had buying something online. I seller shipped me the jacket over 2 weeks after making the purchase (although he created the shipping label the day I purchased). Despite the wait, I was excited for the jacket but very dissapointed once I got it as the arm length was very short and not wearable. The jacket was also more faded, dirty and in worse shape than shown in the picture and certainly not worth the $80 it was listed for.

I can forgive the seller for trying to sell me a product like that but the bad experience really came with Grailed when I tried to return it. After I promptly contacted support, I did not receive a reply with instructions to send various photos of the product and other requirements until 10 days later. Eventhough they were so late to reply, the required that I reply back with the photos and other details within 72 hours or they would close the case. I was out of town at that time and was unable to send the information until about a week later. They said the case was closed and could not be reopened since I did not respond timely.

"I'm afraid, we cannot reopen the case since it has already passed the timeframe provided to you. As mentioned in the recent responses, you only have 72 hours to send the photos required, and the system will close the case."

They recommended I contacted the seller to try and return it "for a discount" or to sell it on their platform. After this experience I would never sell or buy anything on Grailed.

What a terrible experience. I'll have to give this jacket to Good Will and maybe someone with unusually short arms will find use for it!

I purchased a pair of Jacques Marie Mage sunglasses on Grailed (SEVENSTARCLOTHING) and unfortunately, they turned out to be fake. After receiving them, I had my suspicions and reached out directly to JMM, who confirmed they were counterfeit. I immediately reported this to Grailed, but the experience has been incredibly disappointing. Not only have I not received a refund, but it’s been over two weeks with no meaningful response from Grailed’s support team. This lack of accountability and customer service is unacceptable, especially when counterfeit goods are involved. Buyers beware.

I sold an item on Grailed, and after the buyer received it, Grailed has held my funds for weeks with no clear explanation. I contacted support multiple times and received no resolution. This is unacceptable — I have already filed complaints with the BBB, NY Attorney General, and FTC. Avoid this platform until they resolve these fraudulent practices.

I had a very positive experience with Grailed support. The team was responsive, fair, and professional. Special thanks to Poppy and Jenica who patiently helped me resolve my issue and ensured everything was handled honestly. I really appreciate their transparency and excellent customer service. Highly recommend Grailed for both buyers and sellers!

The seller never shipped item, but because Grailed automatically creates a shipping label, it falsely creates the idea that the seller is responsive. Item was never shipped , I left a negative review after Grailed asked me to leave review and then Grailed REMOVED my review. I was refunded many weeks after purchase. The seller is still on Grailed. Be very careful trusting that you will ever receive your item or that any negative review you leave will see the light of day.
Bad seller: Jphcrk
Then Grailed asked me to leave positive review on Trustpilot. Very sketchy
You will get a refund eventually but Grailed will not automatically refund you if seller never ships item. Be very careful.

The money has been blocked for over two weeks, no response for over a week, embarrassing. Never again.

I am filing this formal complaint against Affirm Holdings, Inc. and Grailed LLC for their failure to provide adequate consumer protection, negligent customer service practices, and refusal to resolve a legitimate dispute involving a $700 purchase that was not received due to shipping carrier error.
CASE DETAILS:
* Affirm Loan ID: NT6K-ZJ77
* Grailed Listing ID: 82498543
* Purchase Amount: $700 (expensive designer jacket)
* Date of Purchase: 08.11.2025
* Shipping Carrier: UPS


SUMMARY OF EVENTS:

1. Grailed’s Failure to Provide Merchant Support:
I purchased a $700 designer jacket through Grailed. The item was shipped via UPS, but UPS misreported the delivery status. Despite providing clear evidence-UPS submitted a blurry image of someone's legs as "proof of delivery" that did not match my address-Grailed customer service refused to open a tracer with UPS or provide any meaningful assistance.
2. Affirm’s Systematic Failure in Dispute Resolution:
Over 6 weeks, Affirm repeatedly reopened and closed the same dispute three times-each with copy-paste responses claiming "tracking number proves delivery." Customer service, including a supervisor named Brandon, ignored the photographic evidence of delivery fraud and failed to follow standard dispute investigation procedures. Despite a perfect record with 70 past successful purchases, Affirm refused to escalate my case or take my evidence seriously.

CONSUMER HARM:
* Loss of $700 for merchandise never received
* Hours spent dealing with unhelpful customer service
* Emotional distress from being dismissed despite clear evidence
* Damage to my credit relationship due to Affirm’s mishandling

VIOLATIONS OF CONSUMER PROTECTION LAWS:

Affirm:
* Failure to conduct reasonable dispute investigations per Buy Now Pay Later regulations
* Deceptive messaging and disregard for submitted evidence
* Violation of Fair Credit Reporting Act dispute resolution requirements

Grailed:
* Refusal to assist with legitimate shipping disputes
* Abdication of merchant responsibility for facilitating shipment and resolution

WARNING TO OTHER CONSUMERS:
Both Affirm and Grailed offer no meaningful protection or customer service. Their processes favor merchants over buyers, and public marketing claims about consumer support are misleading.

Hi everyone,
I’ve been using Grailed with my account “indorem” for over a year, and recently I can’t access it anymore. I never had any open disputes or complaints from buyers, and my feedback was always positive.

One possible reason might be that I bought a second-hand phone from a friend, and maybe this device was previously linked to another Grailed account that had issues. I only use my own account and have always followed the rules.

Could someone from the Grailed team please check this situation? I really value the platform and just want to sort out this misunderstanding.

Thanks in advance.

It took a while for the team to research the wrong item being sent to me however after the review they informed me of the status and fixed the issue. I truly appreciate them making things right.