Grailed Reviews 2,979

The Grailed support team has provided outstanding service. I am highly satisfied with the assistance and guidance given. Thank you for your continuous support. I sincerely appreciate your cooperation.

Prompt reply and was able to solve the problem.

The item was sold as new. I got a disgusting, dirty, used piece of clothing. It smelled as well. Took 2 weeks to get a proper reply. This whole situation has been suspect.

fast and professional. Norman is the goat

I have been selling on the US site Grailed since 2017 ( I'm based in the UK) & sadly it seems to be in decline since being bought by The GOAT Group in 2022. While as an reputable seller I understand the changes they made to their payment plans to protect buyers from resellers who were selling items they didnt have in their possession or from flaky sellers who pocketed the money but took ages to post out the goods. The new tracking system does not recognise Courier services that are not USA based & therefore the tracking system does not update from "Ready to ship" to "Delivered" meaning you as the seller have to contact them to release monies owed to you. The Customer service has declined greatly, in the past queries were answered in 24 hours now you are lucky to get a repsonse in a week. Considering Grailed is a platform that charges to sell your items on & a "payment processing fee" for sending you the monies owed to you one would expect a far better service. It is now over a week since I requested payments for goods sold & have recieved no response from Customer service. This will be my last time selling thru Grailed .. Think twice before you sell or purchase here ...

Awful place created a account and it was instantly locked, I wrote an email asking them why and all they could say was it violated their terms and conditions, they couldn’t even point out what was violated.

I order fairly regularly and almost all orders go very smoothly. My most recent order did not (item was never shipped), and Grialed customer service (Duncan) was extremely helpful in getting me a refund quickly and efficiently!

Ordered a sweater received item not as described they have never responded there customer service sucks !

Within 24 hours of placing my first order on Grailed (for a pair of Tod's/Moncler/Palm Angels boots), I realized the seller had misrepresented the size in the description. I messaged him twice before he shipped the item, and I asked him to cancel it. The seller never responded and shipped the boots anyway. Immediately upon receipt, I filed a Purchase Protection claim with Grailed, and I was contacted within 24 hours by Poppy in customer service. She advised my claim had been approved, and she quickly coordinated the return of the boots and full refund (including initial shipping fees). It was my first time using Grailed, and I am extremely pleased with Poppy's communication and prompt resolution of this claim. I can confidently recommend purchasing through this platform, knowing that it will stand up for buyers when an item is not as described. Note that the five stars are for Grailed and Poppy's assistance, and not the seller, who deserves zilch.

I’ve only bought one item from Grailed and it was a counterfeit bottle of cologne. It took 5 weeks of communicating back and forth with customer service before I could get my money back. I just wish the response times were faster.

Norman was fantastic helping me with order I needed assistance with solved on the best way and fast! Overall experience is very good been doing purchases through Grailed app for almost 4 years

Great selling/buying platform, however some people can be vague, while others are detailed and helpful. Poppy has been a great customer experience specialist, helping to successfully resolve any issues I may have had. Thanks!

I recently had to return a purchase that arrived in a condition different from what was described in the listing.

The team at Grailed went out of their way to ensure that the process was smooth and that my money was refunded.

I couldn’t be happier with the experience.

Had a disappointing experience with a seller not shipping my item, but the support team was quick to issue me a refund after I explained the situation. All my other purchases have gone great and I intend to keep using the platform, just be careful!

Very scummy business. I've used Grailed a few times over the years and consistently have issues. They do nothing to protect Buyers. A few weeks ago (September 2025)I made a purchase only to have the Seller tell me they already sold the product a while ago.

Most recently (October, 2025) I made a purchase the the Seller was unresponsive. The guidelines state the Sellers have to ship within 7 days. This Seller was uncommunicative and eventually shipped after 11 days. I reached out to Customer Support and they provided a basic cut-and-paste response and did not address my questions. I eventually receive the product and it was a two sizes smaller than what was posted. This is after the product was "Grail Verified". I reached out to the Seller and of course they've gone silent. I've now reached out to Support 6 times since this incident and still have not received a single reply. You read that correctly -- 6 times. I now have to contact my credit card company and cancel the order. I've also contacted the BBB.

The bottomline is that Grailed is a poorly run operation. I cited two examples in the last month, and have had other very similar issues in the past. They do nothing to protect Buyers or enforce Sellers to meet the requirements posted on the site.

I will never purchase through Grailed again and I would caution anyone else from doing the same.

I’ve been a Grailed customer for many years, but my recent experience has been nothing short of appalling.
In August 2025, I purchased two pairs of Yohji Yamamoto sunglasses through the platform. One pair arrived. The other purchased from “vintageglasses" was marked as delivered but never reached me. Despite multiple messages through Grailed’s support forms (six and counting since early September), I have yet to receive any meaningful response or resolution.
To make matters worse, there are unexplained discrepancies between the purchase amounts and the credit card charges, and no one at Grailed seems willing or able to assist.
For a global resale platform handling thousands of dollars in transactions, this lack of accountability and communication is unacceptable. If something goes wrong, you appear to be entirely on your own.
Buyer beware.

Duncan was so helpful at grailed in resolving an issue with a seller. Its support like this that keeps me coming back!

Paid almost 100 pounds for a Ralph Lauren Polo which was listed as large, but they sent a medium (Which seems a small fit as I can barely even get it on). Theyre trying to say im not eligible to buyer protection as on the third photo the tag says medium, but I he was selling thousands of stuff I thought the same picture could be used but then sends the right size. And if they sent a large if I was after a medium im guessing they would say it was listed as large. No win situation for me.