Grailed Arvostelua 2 971

Tried to cancel an order for a refund, and customer service made a point to draw things out at each step until things were right past the time threshold for customers being given their money back. I hate being this person, and never write bad reviews, but this left a really bad taste in my mouth.

Victor C., a customer service specialist was extremely quick and attentive to my concerns regarding a delayed payout. I made a mistake and didn’t select the proper shipping company tied to the correct tracking number, but Victor quickly resolved my issues. Special thanks and shout out. Great app and service.

Quick response and helped me with my refund.

I am a seller and my package was delivered to the buyer, i've received positive feedback and message confirmation and they won't release my funds!

Purchased a watch that was not the size in description. I contacted grailed the next day and was ignored. Sent a second request for review and finally received a response saying I was out of my time frame for protection! Either the system is faulty or they ignored my communication till the time was up.

I bought a moncler jacket and received a champion one, and grailed didn't gave my money back

What an awful website.

Registered as a new seller, filled out the listing as it should be, provided pictures of the authenticity of the garment and certilogo authentication QR code and GLC number, pressed publish, within two minutes my account was frozen and then banned, no explanation at all. Below is the email I got, I did not violate any terms of service and when I asked them to tell me how/why - they have refused.

You are banned from Grailed for violating our Terms of Service. Your account was banned for fraudulent activity. At Grailed, we value the safety of our community and activity like yours will be permanently suspended.

Thanks,

Grailed Team

DO NOT use this website.

My experience with Grailed overall is better than my experience with eBay.
Customer service has been attentive with me and fast with replies, while eBay usually takes more than a day to respond, even though they amass millions of dollars a year and could perfectly hire customer service agents to attend their sellers.
So far in the 8 years I've been selling I haven't had any issues with Grailed.

Had to get a refund after a seller didn’t mail out the item I ordered, luckily support was easy to contact and only needed my order number to issue a refund. Overall a smooth process which was much nicer than other services for buying used goods.

Grailed has consistently helped me with all my problems that I have had with a purchase etc. Chris went above and beyond to help me with a recent issue I had regarding an item purchased. Customer service was A+ as well as very open to listening to the issue I had and rectified the problem in a prompt timely manner. Thanks Grailed !!

recently had a highly disappointing and frustrating experience with Grailed that I feel compelled to share, especially for other users who might be considering purchasing or selling on the platform.

To be clear — I’ve generally enjoyed using Grailed over the years. In most cases, I haven’t had any major issues, and the buying/selling process has typically been smooth. That said, this is not the first time I’ve run into this exact issue, and I had hoped that Grailed’s authentication process — which I assumed had been improved with AI and more advanced systems — would have evolved by now.

I purchased a Gucci bag directly through Grailed’s website with the clear intention of reselling it. The transaction was smooth, and after waiting nearly two weeks to receive the item, I immediately reposted it for sale on my account.

Shortly after, I was notified via email that my listing had been removed. The reason provided was, and I quote:

"The branding, design elements, and/or construction of your listing seems to be inconsistent with authentic production."
They further warned me not to relist the item or my account might be frozen. Naturally, I was alarmed — I had purchased the item from Grailed itself, so I immediately responded to the email and provided full proof of purchase, including order confirmations and receipts from Grailed’s own platform to verify the authenticity.

Instead of addressing the situation or acknowledging their own platform's role in the transaction, I received a generic and dismissive response from a representative named Garlhynn, stating:

“At Grailed, we prioritize the trust and safety of our community. We reserve the right to freeze accounts that have exhibited activity against our Terms of Service. We're unable to reinstate your account, and no further appeals will be acknowledged.”
No clear explanation. No consideration of the proof I provided. No willingness to engage in a dialogue. My account was permanently suspended for attempting to resell an item purchased from their own marketplace.

This experience not only damaged my trust in Grailed as a platform, but it also raises serious concerns about their authentication process and treatment of users. If Grailed cannot stand by the authenticity of products sold through their own site, and if users are penalized for merely reselling what they bought in good faith — what does that say about their operational integrity?

I understand that Grailed must protect its community, but this was handled with no transparency, no customer support, and no accountability. I’ve lost access to my account, potential sales, and most importantly — trust in the platform.

I would advise others to proceed with caution. If this could happen to a verified buyer simply reselling what they bought on the site, it could happen to anyone.

Update (July 9): Still no response from Grailed regarding the fake item I purchased through their own platform—despite providing clear proof. It’s been over a week since my initial complaint (posted July 1). A reminder to anyone buying high-ticket designer items here: Grailed does not stand by their authenticity guarantee. Be extremely cautious.

Would give zero stars if I could!! Tried to become a new seller, I already sell on eBay, Poshmark, Depop and Mercari and have been doing very well and wanted to start selling on Grailed as soon as I signed up and listed 3 items I was banned immediately for no reason!! I reached out to them and they could not provide me with a reason but only said I will not be reinstated! Ok whatever I don’t need you!!!!

Respuesta rápida en varios pedidos que los vendedores no han enviado pero el equipo de Grailed da una solución y devuelven el dinero

I sold 4 pieces on Grailed. The buyer who received the pieces said one was diferent from the description. But it was not. Grailed sent me an email regarding the buyer reported the issue and i had a few days to send the answer to the email. I was on vacations and i did not saw the email on time. They refunded the buyer on more than 120USD. When i contacted grailed asking to revise the decision explaining the buyer wasn´t telling the truth (i sent print screens of conversations with the buyer) i had no answer from Grailed. It was over a month and their costumer service did not sent me an answer. I don´t think this is normal.

Still waiting to be paid by their awful Stripe system.

They were understanding of my circumstances and were also very responsive.

Awesome help with issues, most of the time ive had nothing but good experiences!

Helped solve the problem

Happy for sellers to sell fakes.