Unpleasant experience at its core

Extremely disappointing customer experience

I signed a contract with Swap to sell my iPhone for R4,000. After I had to reschedule my original appointment, the offer had dropped to R3,000 by the time I attended. I accepted the revised offer and proceeded with the transaction.

Unfortunately, the process for setting up my replacement Samsung phone was mishandled from the outset. My iPhone was wiped before I could access my banking and settle the small outstanding balance.

I immediately tried to resolve the situation and explained that I needed my phone to access my banking. I even offered to leave my ID and wallet with the store as security and return the following morning to make the payment. This was refused.

Instead, I was treated with suspicion and security was called on me. I found this deeply upsetting, particularly as I was actively trying to resolve the outstanding amount and had offered reasonable security.

The situation ultimately resulted in a friend having to pay the outstanding amount on my behalf. I then had to walk several kilometres home alone at night.

This was an extremely unpleasant experience for what should have been a simple and routine transaction. I left feeling disrespected, humiliated and unsafe.

I hope Swopp reviews how its staff are trained to handle situations like this. A payment issue can be resolved without making a customer feel as though they have committed a crime. Based on my experience, I would think carefully before using this company.