Swappie Reviews 63,952

Reply from Swappie

Mar 23, 2026

Hey,

Thank you very much for this feedback! We are very sorry if the condition of your new phone condition did not match what you ordered and that there was a problem with the camera.

I definitely recommend sending pictures of the condition of your phone to our customer service at info@swappie.com so that we can better investigate the matter and offer possible compensations.

Also please note if you have now fixed the phone's screen at third party repairs the phone's return and warranty right will be completed void. We have mentioned this in our warranty terms.

Kind regads,
Swappie Team

Reply from Swappie

Mar 23, 2026

Hey,

Thank you very much for your feedback! We are sorry to hear that your phone's charging was not working as it should, I completely understand how frustrating this must have been.

Unfortunately, we do not offer a replacement device during maintenance, but we always have to get the faulty device back first so that we can then send a new working one.

We sincerely apologize for any inconvenience this may have caused!

We hope to continue serving you in the future.

Kind regads,
Swappie Team

Reply from Swappie

Mar 19, 2026

Beste,

Bedankt voor je bericht! Het spijt ons enorm dat je bestelling niet compleet is aangekomen. Dit is zeker niet de ervaring die we onze klanten willen bieden.

We lossen dit graag direct voor je op. Neem contact op met onze klantenservice via info@swappie.com, dan maken we het meteen in orde.

Met vriendelijke groet,
Team Swappie

Reply from Swappie

Mar 16, 2026

Hey,

thank you so much for your feedback.

Sorry to hear that your sales experience didn't go as you expected. I would like to confirm that we have carefully designed handling processes in sales to prevent damage to phones during the sales process. All shipments are inspected upon arrival to ensure that we immediately notice if a shipment has been damaged in transit, so that we can start processing the matter directly with our shipping partner. The sales handling process is also implemented to prevent damage to phones.

In addition, the phone is cleaned and polished for inspection and a bright light is directly shone on it to make even the smallest scratches visible. The pictures in the sales report therefore strongly emphasize the signs of use, so I completely understand how this could have gone unnoticed during use. If you have any questions after the price change, we can always ask our sales team for more information about the defects detected on the phone.

If you have any further questions, please contact our customer service at info@swappie.com

We hope to serve you again in the future.

Kind ragads,
Swappie Team

Reply from Swappie

Mar 16, 2026

Hi,

I am truly sorry to hear about your experience and the concerns you have regarding the components in your daughter's phone. We understand that reliability is a top priority.

To offer some clarity, we use high-quality compatible parts for our repairs, which is a standard practice detailed on our website and in our terms. This is because original Apple parts can only be replaced by Apple themselves. Please rest assured, however, that every compatible part we use is rigorously tested to ensure it meets our high standards for performance and functionality.

Regarding the warranty because the screen has cracked, the warranty is unfortunately no longer valid, as our coverage does not extend to physical or accidental damage.

If you have any further questions or if there is anything else we can clarify regarding our parts or repair process, please feel free to reach out via our help center or directly at info@swappie.com. We are here to help.

Kind regards,
Swappie Team

Reply from Swappie

Mar 9, 2026

Hello,

We are incredibly sorry to hear about the issues you are experiencing with your new phone. A non-responsive screen and glitching are certainly not the Swappie quality we aim to deliver, especially only a few days after purchase.

Since you have only had the device for a few days, please know that we are here to fix this for you immediately. You have two main options: we can have the device repaired or replaced under our comprehensive warranty, or you can return the phone for a full refund within your 14-day right of return.

Please contact us as soon as possible at info@swappie.com so we can provide you with a free shipping label and resolve this once and for all.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 9, 2026

Hello,

We are very sorry to hear about the disappointment you've experienced with your device and the subsequent valuation. We understand how frustrating it is to feel that the value of your phone has dropped so significantly since December.

We would like to clarify that every Swappie phone comes with a comprehensive warranty to cover any technical issues or defects. If the phone arrived damaged or developed faults, the correct procedure would have been to return it to us for a free repair or replacement. Unfortunately, as stated in our Terms and Conditions, once a third party opens or repairs the device, the Swappie warranty is voided.

When you send a phone back to us to sell, our technicians must evaluate its current internal state. If third-party repairs have been performed, we can no longer guarantee the integrity of the internal components, which can result in a significantly lower offer, such as a recycling value. We apologize for any delay in our email responses and will ensure your case is reviewed.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 9, 2026

Hello,

We are genuinely sorry to hear that you feel this way and that our previous response did not lead to the resolution you were hoping for.

While we always aim to support our customers, our internal investigation must be based on the technical evidence and the condition of the phone upon its arrival at our facility. If our technical team concluded that the device was received with damage that does not match the initial description, we unfortunately cannot take responsibility for the resulting price adjustment or condition. We understand this is frustrating, but we must adhere to our documented inspection results.

We truly regret that we couldn't reach a different outcome in this instance.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 9, 2026

Hello,

Thank you for your feedback. We are sincerely sorry that your experience did not live up to our "Premium" promise.

A Premium series device should indeed be cosmetically flawless and thoroughly cleaned; receiving a phone with dirt around the buttons or screen marks is not the standard we strive for. Regarding the battery, we state on our website that all our replacement batteries are high-quality compatible parts, as only Apple can provide parts branded as "original." However, a new battery should definitely not drain as fast as one with 86% capacity.

We are glad the refund process was fast for you, though we would have welcomed the chance to resolve these issues for you directly. We will share your feedback with our quality control team to ensure this doesn't happen again.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 5, 2026

Hello,

Thank you for your feedback. We are very sorry to hear that your iPhone 13 Mini arrived with visible scratches that do not seem to match the Excellent condition you ordered.

While Excellent condition may have some very light, minor marks, any significant or highly visible scratches on the edges should not be present. If you believe the device does not match the description on our website, please contact us so we can investigate this immediately. We want to ensure you receive a device that meets our quality standards and solve this for you as quickly as possible.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 4, 2026

Hello,

We are concerned to hear your perspective, but we must strongly disagree with these claims. Swappie does not scratch or destroy devices to lower their value.

Our inspection process is strictly professional and documented. The price offered only changes if the physical condition of the phone does not match what was stated in the online form. If a customer declines our updated offer, we send the phone back free of charge in the exact same condition it was received at our facilities. We have no interest in damaging devices, as our goal is to provide a transparent and reliable trade-in service.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 4, 2026

Hello,

Thank you for your feedback. We are sorry to hear that the condition of your iPhone did not fully meet your expectations.

We would like to clarify how our grading works. The "Excellent" condition refers specifically to the aesthetic state of the phone, and as stated on our website, it may have light, non-prominent marks or scratches. Regarding the battery, the "Excellent" grade does not dictate a higher percentage; if you chose a Standard Battery, we guarantee a minimum capacity of 86%. Only the "New Battery" option guarantees 100% capacity.

However, if you feel the black dots on the back or the scratches on the sides exceed what should be expected for an "Excellent" device, please contact us. We would be happy to inspect the phone and see if an error was made during our quality control.

Kind regards,
The Swappie Team

Reply from Swappie

Mar 2, 2026

Hello,

Thank you for your feedback. We are sorry to hear about the issues you’ve experienced with your battery, as this does not reflect our quality standards.

All our batteries are thoroughly tested, and those sold as "new" should maintain high performance well beyond the first year. Since battery health can be affected by many factors, we can look into your specific case and see how we can assist you.

You can contact us at "info@swappie.com".