OfferUp

Hi Joseph, I appreciate you taking the time to share your experience when trying to buy an item — I completely understand your frustration. While we can’t guarantee every user will follow through, no-shows are a reportable offense. Your report helps us take appropriate action against violators and maintain a respectful community. Thanks again for taking the time to share your feedback. if there's anything else you'd like to share, we're all ears. Warmly, Emma | OfferUp Support

Hi Anna, Thank you so much for taking the time to share such detailed feedback about your experience. I am sorry to hear you've had so many frustrating issues with our platform. I'd be happy to clarify a few things and assure you that we're taking your feedback seriously. Messaging & Premium: I want to be clear that we never deliberately hide or slow down messages to encourage a paid subscription. The core OfferUp experience is built on direct communication, and a Premium subscription is an optional upgrade that simply adds features like a special badge and inbox priority, which can lead to faster responses. UI Issues: We'd love to learn more about your mention of messages covering up details. This sounds like a bug we need to fix, and I’ve sent you a secure request through Trustpilot to gather a few more details so our team can look into it. Search Filters: Thank you for your feedback on our search filters — this is incredibly useful. You’ve hit on a known pain point, and we are actively working to improve the search experience and add more robust filters to help you find exactly what you're looking for, without the irrelevant results you described. Your specific examples are being passed along to our product and engineering teams for review. Ads: I understand it can be confusing to see ads for other marketplaces on our app. As a business, ads help us keep our core services free and allow us to invest in new features and improvements. It’s also important to us that we support the entire secondhand community — even on other platforms — by shining a light on the recommerce mission. Premium Trial & Unresponsive Sellers: I'm very sorry the Premium trial did not work out for you. While your messages were likely delivered, we can’t guarantee a seller will respond. We're always improving to help users find more reliable users. Thank you again for your honesty and for helping us make OfferUp better. We hope you'll give us another chance to serve you. Warmly, Emma | OfferUp Support

Eric Hernandez, We appreciate your feedback and apologize that you had difficulty with our customer support. We'll review how to improve the assistance we provide. Warmly, Maleka | OfferUp Support

Allie, I’ve sent you a secure request through Trustpilot to gather a few more details, and I can follow up from there. If it’s easier, you can also reach out through our contact form here: https://bit.ly/4fVmAnt Maleka| OfferUp Support

Hi Ron, Thank you for your feedback about your recent experience with our support team, and for providing your contact information so that I could look into this more closely. I've read through your exchange with our agents and can see how frustrating it must have been to not only try to rate your buyer, but also to get a clear response from our team. Your question required a more detailed and consistent response, and I'm sorry our team didn't provide that for you right away. I understand you were hoping for a phone call to speed up the resolution. Please note that at this time, our support is only available via chat or email. Your feedback is incredibly valuable. We'll be sure to use this case to update our resources so we can provide clearer support moving forward. If there's anything else you have questions about, feel free to reach out to us again. We hope you'll give us another chance to serve you better in the future. Thanks for being part of our community. Warmly, Emma | OfferUp Support

We appreciate you taking the time to share your experience, Noah. I'm sorry to hear about the issues with the charges, and I'd be happy to take a closer look at that for you. I’ve sent you a secure request through Trustpilot to gather a few more details and can follow up from there. If it’s easier, you can also reach out through our contact form here: https://bit.ly/4fVmAnt. Thank you again for reaching out. I hope to connect with you soon to get this sorted out. Warmly, Emma | OfferUp Support

We're so sorry to hear about your frustrating experience selling on OfferUp, and we appreciate you taking the time to share your feedback. While we can’t control every interaction, we are deeply committed to supporting our sellers by building tools and features that make meaningful exchanges easier and more reliable. Specifically, we want to address your experience selling the printer. We consider an in-person sale to be final once money is exchanged, though the return policy is ultimately up to you. Additionally, our tools make it easy for you to report buyers who act inappropriately. Our full commitment to sellers can be found here: https://bit.ly/4onaWad We appreciate the time you spent as part of the OfferUp community, and I’m so sorry this experience led you to leave the app. If you ever decide to return, we’d be glad to welcome you back and provide a better experience in the future. Thank you again for this honest feedback — it helps us understand how we can continue to improve. Warmly, Emma | OfferUp Support

Hi KT, Thank you for taking the time to share your experience — I'm truly sorry to hear you've had a tough time communicating with other users and getting replies. This is something we’re constantly looking to improve and greatly appreciate your feedback. While we can’t control every interaction, we’re committed to building tools and features that make meaningful exchanges easier and more reliable. If you're willing to give us another shot, I suggest taking a read through our Help Center article about Reputation, which highlights various profile badges and icons to look out for to help ensure you're communicating with regularly active and reliable users. The article can be found here: https://bit.ly/43F74Jq If there's anything else you'd care to share, please reach out to us at [email protected]. We're all ears. Warmly, Emma | OfferUp Support

Hi Nicholas, Thank you for taking the time to share your experience. I can imagine how frustrating and confusing it must have felt to see that unexpected charge — especially after using the app without any issues for so long. Please know we never charge users without their permission, which is granted via the App Store or Google Play. In many cases, a free trial may convert to a paid subscription if it isn’t canceled before the trial period ends. In other cases, charges might appear if someone else using the same app store account starts a trial that later renews. I won’t know for sure what happened in your case until I can take a closer look, but I want to make sure we get this sorted out properly. I’ve sent you a secure request through Trustpilot to gather a few more details and can follow up from there. If it’s easier, you can also reach out through our contact form here: https://bit.ly/4fVmAnt. We appreciate the time you spent as part of the OfferUp community, and I’m sorry this experience led you to leave the app. If you ever decide to return, we’d be glad to support you — but for now, I just hope we can help clear up the confusion and provide a better experience moving forward. Warmly, Emma | OfferUp Support

Hi Glen, I’m really sorry to hear about your experience. It’s incredibly frustrating to purchase something only to find that it doesn't work as expected. You deserved a better outcome. Depending on whether this transaction happened in person or through OfferUp shipping, I’d be glad to take a closer look and see what might still be possible. I’ve sent you a secure request through Trustpilot to gather more information and can follow up directly from there. If you purchased through in-app shipping, buyers are protected by our Purchase Protection Policy. More information on that here: https://bit.ly/3C1p9Gx Thanks again for reaching out, and I’m sorry for the trouble. We're here to support you however we can. Warmly, Emma | OfferUp Support

Hi Joe, Thank you for taking the time to share your experience — I can see how frustrating it’s been to navigate both buying and selling on the app, and I appreciate you being so detailed in your feedback. To clarify the SSN request: this comes from IRS requirements that apply to all major platforms handling payments, even if you haven’t yet met the filing threshold. That information is securely collected by our payment partner, Stripe, to help ensure safety and compliance. You can find more details here: https://bit.ly/4gqU4dM I also hear your concerns about ads. Ads help us keep the core OfferUp experience free, but we understand how disruptive they can feel, especially when they resemble listings. We’re actively working with our partners to improve ad quality and relevance. Feedback like yours helps guide those efforts. Finally, your points about user behavior and communication are valid — and something we’re constantly looking to improve. While we can’t control every interaction, we’re committed to building tools and features that make meaningful exchanges easier and more reliable. We really value your perspective and hope to earn back your trust with continued improvements. Thanks again for sharing this with us. Warmly, Emma | OfferUp Support

Hi Anthony, Thank you for sharing your feedback — I am truly sorry to hear you've had such a negative experience on OfferUp. I'd like to help clarify how the buying process works: when you make an offer on an item, the seller can accept or decline the offer before it expires after 24 hours. If your offer is accepted (or if you use the Buy Now feature), an authorization hold is securely placed on your card and charges your account once the seller ships the item. For more information on the buying process, visit this link in our Help Center: https://bit.ly/42Ytq8r If you accidentally purchase an item you didn't mean to, I suggest messaging the seller immediately asking them not to ship, as well as messaging our support team for assistance with canceling the order. They can be reached by emailing [email protected]. I've sent you a secure information request through Trustpilot so that I can take a closer look and follow up with you directly. OfferUp is committed to providing a safe and trustworthy marketplace. We continuously work to protect our community from scammers. We're here to support you however we can! Warmly, Emma | OfferUp Support

Hi there, thank you for taking the time to share your selling experience on our platform — I'm sorry to hear how frustrating it was for you. OfferUp is committed to connecting genuine buyers and sellers. Our security features, including TruYou verification, are precisely in place to help ensure a trustworthy marketplace and to protect our community from scammers. More about TruYou here: https://bit.ly/3GAJ7dC We're sorry to see you go and we appreciate you giving OfferUp a try — we'll be here to support you should you change your mind. Warmly, Emma | OfferUp Support

I'm so sorry to hear about your experience on our platform, Adam. We'd love to learn more about what happened and try and make things right; please respond to Trustpilot's secure request for more information so that we may follow up with you directly and conduct a thorough investigation. If you'd prefer to get in touch with us directly, please reach out to us via [email protected]. We understand that these circumstances led you to seek out another reselling platform, and are glad you're continuing to find value in secondhand shopping. But should you one day decide to give OfferUp another shot, we'd be glad to welcome you back and support you however we can. Warmly, Emma | OfferUp Support

Thanks for sharing your feedback, Cristian. I understand how frustrating it is to encounter stale listings, and you've hit on a key area of focus for us. Our team is hard at work, both ideating and building systems to improve the freshness of listings. Your input on this is greatly appreciated as we evolve OfferUp, and I'll be sure to pass this along. If there’s anything else you’d like to share, please don’t hesitate to reach out — we’re all ears. Warmly, Emma | OfferUp Support

Hi Chris, I’m so sorry to hear about your incredibly frustrating experience with your sale. It sounds very disheartening to ship your item and not receive payment — especially after going out of your way to do so. To clarify, payment is released only when the OfferUp-provided label is used and tracked in our system. Because your transaction involved a third-party label, we are unfortunately unable to reimburse you for your sale. I suggest messaging the buyer to arrange payment with them directly. If you ever run into an issue with the size of the label in the future, please feel free to reach out to us before shipping so we can help cancel the order or guide you through next steps. I understand that may not help in this case, but I still want to make sure you’re set up for success going forward. Remember, when listing, sellers select the package size (ranging from 8oz to 20lbs), so double-check your current shipping-enabled listings to ensure you select the correct size and avoid issues at the post office or with payment. Thank you again for sharing your experience. We know it’s not the outcome you hoped for, but we're always here to listen to your feedback and offer guidance as we work to improve. Warmly, Emma | OfferUp Support

Hi Jorge, we're sorry to hear that you feel so negatively about OfferUp and have had such a frustrating experience. We pour a lot of thought and care into building a reliable and trustworthy platform, and it's tough to hear that your experience didn't reflect that. We want to understand what led to this feedback. To help us learn and improve, please kindly fill out the Trustpilot secure request for more information so I can follow up with you directly. You can also reach us at [email protected]. Your candid feedback is incredibly valuable as we continuously work to evolve OfferUp and create the best possible experience for our users. Warmly, Emma | OfferUp Support

Hi Carla, Thank you for sharing your experience. I'm so sorry to hear about this incredibly concerning situation and appreciate you taking the time to report it. Please know that we will never ask you to "validate" your account by ensuring a certain balance. It sounds like you may have been targeted by a sophisticated scam where fraudsters impersonated OfferUp to trick you into authorizing an unauthorized payment. We take these incidents extremely seriously. I'm glad to hear you've already filed a fraud claim with your bank. To help us investigate this incident thoroughly and identify the perpetrators, I've sent you a secure request for more information through Trustpilot so I may follow up with you directly. Thank you again for bringing this to our attention. We hope your next experience on OfferUp is a more positive one. Warmly, Emma | OfferUp Support

Thank you for sharing the latest update about the advertisement you encountered on our platform. OfferUp does not have a relationship with this specific vendor, and have been working with our ad provider to assess what gets shown on OfferUp. Please follow up on support ticket #104969423 if there's anything else we can help with at this time. We appreciate your vigilance in bringing this to our attention. We're here to support you however we can. Warmly, Emma | OfferUp Support

We appreciate you bringing this to our attention. We regret to hear about the billing issues and the service experience. We'll review your cancellation request and the communication regarding the charges. We're committed to addressing these concerns and will investigate thoroughly.