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TradeMe Faces Criticism for Poor Customer Service and Lack of Buyer Protection

TradeMe Faces Criticism for Poor Customer Service and Lack of Buyer Protection

40 reviews between Jan 07, 2023 and Sep 19, 2023.

TradeMe, the popular online marketplace in New Zealand, is facing criticism for poor customer service, high fees, and a lack of buyer protection. Users complain about restricted accounts, hacked accounts, and issues with refunds. There are also concerns about the monopoly-like behavior of TradeMe, as well as the removal of useful features and controls for scam sellers. The platform has been accused of neglecting the interests of sellers and buyers, leading to a decline in trust and satisfaction.

Trade Me 
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40 reviews between Jan 07, 2023 and Sep 19, 2023.

Jan 07, 2023 - Sep 19, 2023
  • No Customer Support from 2023

    Was fine until this year. Now an appalling travesty as they have discontinued both email customer service and telephone help!! The arrogance. AVOID!!!! 🤮🤮🤮😠

    Sentiment
    • Negative
    Content
    • Customer Service
    Sep 19, 2023
  • So I bought a 80$ perfume buyer never…

    So I bought a 80$ perfume buyer never sent or refunded there is no cover so I could sell something and rip off people no problem and this person still has there account!

    Sentiment
    • Negative
    Content
    • Seller Issues
    Sep 18, 2023
  • Trade Me buyers beware!

    Be careful when buying animals from trademe. If something goes wrong, trade me do not have any power to sort the issue out with sellers. animal sellers are Advertisements NOT auctions. So you can place feed back on sellers, you can request money back but trade me can't enforce it and most of the descriptions of the animals eg. How they are raised etc are not true. Trade Me can send emails to the seller as ask the seller to sort out issues but that's it! Advertisements are outside the fair trading act so you have little or no legal standing. I brought a $700 dog, it was the wrong dog and the seller said sorry, it was a mistake! Offered to swap the dog (inhumane) to say the least. Then said they are only human -oodles enterprise in Rotorua. When I reached out to trade me there was nothing they could do.

    Sentiment
    • Negative
    Content
    • Buyer Protection
    Sep 18, 2023
  • Terrible customer service

    Created a secondary account to use for first home buying, and after a week it was removed. Trademe didn’t notify me that it was removed or why, and instead said it needed to be activated, but when following the activation email instructions it just looped me back to the homepage to log in and started all over again. Contacted trademe for info, took 2 days before any response, in which case they blamed it on me for creating a second account (didn’t realise you couldn’t, but could they not have sent an email stating that instead of “it needs to be activated”?!) and for not being trustworthy. When I mentioned how they could improve their customer service by sending such an email, Braden from customer service proceeded to ignore the fact that I’d said this and further blamed it on me. Terrible customer service!!

    Sentiment
    • Negative
    Content
    • Account Suspension
    Sep 06, 2023
  • Trade me not the beacon of safety it makes out to be!

    Be aware the trade me is not nearly safe as it's marketed to be. Once money's changed hands, outside of ping and afterpay, tm can and will do nothing to reclaim your money, as was the case with me. Also annoying how you can place legitimate bad feedback against someone and they will retaliate and place unwarranted feedback back against you and there's not much you can do about it, also there a number of problems with the website itself, for all their excessive fees they charge they could at least provide a good website with no problems but no them can't or won't rather.

    Sentiment
    • Negative
    Content
    • Buyer Protection
    Sep 04, 2023
    • Very high commission and difficulties…

      Very high commission and difficulties with feedback

      Sentiment
      • Negative
      Content
      • Fees and Commissions
      Sep 02, 2023
    • Using TradeMe has hurt my business

      Regular purchaser for my business.Account was suddenly "restricted" and not useable.Trade me want codes from my bank statement. Codes were provided.Next I'm being questioned about my "relationship with the sellers". What?Several purchases to different sellers through ping totaling almost $10k have been suspended awaiting TradeMe's investigation.Customer Service call themselves "Trust and Safety".There is a small time window for me to complete many upgrades for a new project for my business and TradeMe is doing their best to cause issues. Stifling NZ business opportunities. Never use them. Terrible.

      Sentiment
      • Negative
      Content
      • Account Suspension
      Aug 30, 2023
    • Abysmal

      Abysmal. Their customer service is essentially non-existent and very hard to contact. You run the risk of buying something off scammers and never seeing your money again. Filed a dispute through their process and they're quick to tell you that there's nothing they can do. You mean they can't suspend the seller's account until the issue is resolved? Nope. But they're happy to keep those success fees!

      Sentiment
      • Negative
      Content
      • Customer Service
      Aug 29, 2023
    • POOR SERVICE 5 months and no reply

      POOR SERVICE 5 months and no reply. I also pay hundreds in fees every month (more then sales brought there trade-in, rubbish company)

      Sentiment
      • Negative
      Content
      • Customer Service
      Aug 15, 2023
    • RËČØVÊ RiNG ÇØiN*CØM

      Dit bedrijf is een investering en ponzi SCAM, investeer uw geld er niet in en als u dat doet, haal het er dan uit. Ik kreeg al mijn centen na veel proberen en vroeg me af HOE ik dat kon? De kop van mijn recensie deed er alles aan om mijn terugbetaling mogelijk te maken en ik ben hen dankbaar

      Sentiment
      • Negative
      Content
      • Seller Issues
      Aug 13, 2023
    • Crappy company only worried about…

      Crappy company only worried about stripping New Zealanders of every dollar they have - its is a monopoly and they are taking huge greedy profits, we need amazon or similar to open up here and screw them out of business, I know I will out of spite refuse to use them if they do ...

      Sentiment
      • Negative
      Content
      • Fees and Commissions
      Aug 08, 2023
    • I give trademe -5 stars

      I give trademe -5 stars, but I can’t, they have held on to my ping money (money i have received from selling my laptop) over two weeks now. Don’t bother contacting them, I get more of a response from my deceased brother. Trademes crap, with all these dumb fees (trademe fees, ad posting fees, ping fees, afterpay fees) Im gonna reposting emails every 5 minutes till i get my money. Then once they give my money, I’m gonna close my account, and go back to market place.

      Sentiment
      • Negative
      Content
      • Customer Service
      Jul 24, 2023
    • WOW TRADE ME WHATS HAPPENING??

      WowI have been with Trademe for over 10 years. But this recent episode has left me not wanting to use trademe anymore. I sold an item using their Ping account for first time. But it took me (the seller) and the Buyer, nearly 2 weeks for Trademe Ping to release the funds to me. Worst thing was not being able to talk to a real person, them not answering my email replies to their email, and taking more and more fees out of my visa debit card WITHOUT MY PERMISSION....but when I searched my account they had charged me all sorts of fees and fees for Ping.What a runaround......HmmmmEven though this used to be NZ owned, well its not anymore and becoming real frustrating just to get your money off them....

      Sentiment
      • Negative
      Content
      • Fees and Commissions
      Jul 13, 2023
    • I listed several items and because…

      I listed several items and because there was $28.00 n my account they helped themselves and upgraded my listing costing me $9.96 and they die that four times. I still got items on their listings but won't relist them. I complained but am ignored. I did give them dates and listing numbers. Trademe is going down hill fast.

      Sentiment
      • Negative
      Content
      • Seller Issues
      Jul 02, 2023
    • permits sales fraud

      recently bought an item on trademe with an agreement with the seller it would be sent via a safe carrier method, after sale the seller up and sends it by a risky carrier because it was more convenient for them, without telling me til after the factreported it to trademe but they dont care if sellers mislead potential buyers as long as it means they get sales, and this is the second time they have swept a report of this from me under the rug

      Sentiment
      • Negative
      Content
      • Buyer Protection
      Jun 26, 2023
    • Unreasonably high fees and Poor Service

      Used to be a great Kiwi company which is now a hugely overpriced monopoly with poor customer service and ever increasing fees. Purchased by overseas holding that doesn't care about New Zealand. All they want it top margin and onsell it with profit to another investor fund.

      Sentiment
      • Negative
      Content
      • International Access
      Jun 15, 2023
    • Gone downhill since the bloody…

      Gone downhill since the bloody Australians bought it. Removed several useful search refinement options, upped their percentage of sale, upped the "fine" for canceling an auction, do NOTHING to control scam sellers, made it harder to contact other users to discuss things, chatbot AI answers to genuine questions...The only thing it's useful for now is price comparison shopping against Facebook Marketplace and vehicle/property searches as long as there's contact details in the post.Otherwise utterly f#**in' useless...Go use FB Marketplace, way faster and less hassle.

      Sentiment
      • Negative
      Content
      • Seller Issues
      Jun 03, 2023
    • Trade in very wrong the way they do…

      Trade in very wrong the way they do business. Commerce commission should interfere in matters where trademe is in breach.This country is going down because a common man word is never heard. .What a disappointment. The system is itself a failure

      Sentiment
      • Negative
      Content
      • Customer Service
      Jun 02, 2023
    • Was on this site for 7 years with over…

      Was on this site for 7 years with over 600 sells of happy customers happy faces.I had 5 bad feedbacks and 3 i deserved.I was tugofwar82 as username.Well i sold a item a tape deck that was mint condition and aramex picked it up.Week later buyer sends me complaint something rattling inside tape deck.Aramex no doubt was rough with item in transit.Got abused by buyer i tried sort it out with him and aramex but did not work.Blocked the guy who was a Russian living here in NZ lol but he just made new email to hassle me.In end i gave him same medicine back.Few day later i am banned from trademe for life thanks to this guy.On top of that police called me up as in a email to aramex i said to them the buyer deserves a thump over all the email abuse he sent me.I said to cop on phone was figure of speech do you really think i would drive 6 hours north to punch a guy and drive 6 hours back home.In end cop told me it will go on my record which ws clean had nothing on it before this guy.I was mad when i said it as getting taken off trademe over this clown was bad enough without cops bothering me.Trademe pick a side and do not care what your side is.I so wish was another site you know competition and trademe would think twice before booting you off for life.So kiwi gets booted off and other guy with a worse feedback track record gets to stay.Trademe do not listen they send you robotic type emails and ask if you agree with decision and if you email back saying you do not your wasting your time.If they only saw what this guy was sending me it would make my case stronger but oh well f em.

      Sentiment
      • Negative
      Content
      • Account Suspension
      Jun 01, 2023
    • Trade Me allow scammers

      Trade Me say that the buyer is protected if you pay by Ping but this is simply not true. I bought 2 phone covers off a seller called Flourish Imports trading as shadow11399. Unfortunately I accidentally bought the wrong covers and the seller refused to change them as they say they are made to order. TradeMe refused to help. After a few emails the seller agreed to alter the covers so I sent them back. I sent the tracking number and numerous emails but the seller wouldn’t reply. I again asked TradeMe for help as the seller now has the covers and my money. They would not help so they are basically enabling scammers. TradeMe have really gone downhill since I first joined up with them.

      Sentiment
      • Negative
      Content
      • Buyer Protection
      May 04, 2023
    • Where to start

      Where to start? Frustrating search results. Have to wade through all sorts of crap to find what I’m actually looking for, more subcategories would solve the problem. To many overseas businesses selling on there now, if I wanted to buy something from China and wait 6 weeks plus for delivery I’d shop at wish or Ali express. No customer service phone line. Seller fees are to high. Lost its homegrown feel and now just another selling/buying platform but seems to not have any real effort put into running it.

      Sentiment
      • Negative
      Content
      • International Access
      Apr 18, 2023
    • this cayman islands based business called trademe

      this cayman islands owned business, has a so called trust and safety team that hates sellers. i sold a wrongly labelled item to a buyer and when i explained to him that it was just a wrong label but right product and i would send a new label but no he was an absolute dick about it so i say return it and i shall refund in full, but no he wanted me to arrange collection, which normally i would but he was being a rude prat, so i said no, its the right product, if you want to return it, you arrange it, so the prat complains to cayman islands owned TradeMe, and would they listen to me that it was the right item, um no, and they say i have to refund the dick, so i say sure no probs, i've already offered that and then they say no you have to arrange collection and they send me their terms which clearly does not state i have to arrange collection, just that i have to refund on getting the goods back, so because the dick is still being a dick i dig my heels in and decide to not be bullied by a foreign owned company and so they decide to refund the dick from my TM account which is tantamount to theft

      Sentiment
      • Negative
      Content
      • Seller Issues
      Apr 15, 2023
    • I'll was using trademe live chat…

      I'll was using trademe live chat because I'll just wanted answers now they have blocked me what can ill do

      Sentiment
      • Negative
      Content
      • Account Suspension
      Apr 09, 2023
    • Wanted to sell my phone and paid a…

      Wanted to sell my phone and paid a premium service on trade me for it. 1 minute later when it went live I was advised it’s not active anymore and it was restricted. Went online and was assured the error would be resolved in a few hours. 24+ hours later still no resolution and have emailed back with the documents requested and still no response. Went back to the online chat to be told they can’t help me only a specialist team can help me. I am address verified with 100% positive feedback and paid for a premium service. Apparently TradeMe are accusing me of not having the phone in my possession which I cannot understand how on earth would they know that? I have sent pictures to them with me and my phone taken yesterday and still no response! Worst service ever!

      Sentiment
      • Negative
      Content
      • Seller Issues
      Mar 31, 2023
    • I tried to sell my unused laptop and…

      I tried to sell my unused laptop and went through the process but lost $12 of fees with errors showing up saying it did not go through.

      Sentiment
      • Negative
      Content
      • Fees and Commissions
      Mar 26, 2023
    • Poor communication take ages to…

      Poor communication take ages to actually resolve the issue, and now been over 3 weeks, hopeless.

      Sentiment
      • Negative
      Content
      • Customer Service
      Mar 24, 2023
    • Don’t buy clothes on TM use designer wardrobe

      I will never buy clothes via trade me again. For the second time items have been delivered in poor condition even after me asking specific questions about faults etc. They have no buyer protection at all and simply auto email the seller asking them to contact you. Then days later TM auto email you to see if seller has made contact. If seller hasn’t you press a TM link and then TM auto email you a link to the dispute tribunal. You then have to pay disputes tribunal to try to get satisfaction. For smaller priced items it’s not worth it. TM is as risky as paying for things via bank transfer on Marketplace as TM security is rubbish even when using TM’s Ping service - they will not reverse the payment. I will use Designer wardrobe in future that does not give the seller the money until the goods have arrived and you have a chance to check them. Given what TM makes annually they could be more customer focused. Time for EBay to come to NZ for a slice of the pie.

      Sentiment
      • Negative
      Content
      • Buyer Protection
      Mar 23, 2023
    • Unable to open suspended account

      The account was suspended for illegal access. It was hacked, and money was paid via ping . When notified them they shut my account - The retailer could not refund me because of that, Promised a call back by Templet email. Even after requesting 5 times no callback, I am still waiting to get the call. Pathetic- Will be closing the account once i will get my money back - market place is much cheaper and better.

      Sentiment
      • Negative
      Content
      • Account Suspension
      Mar 16, 2023
    • Someone hacked to my trademe account…

      Someone hacked to my trademe account and listed a PS5, I noticed immediately, removed listing, notify the protential buyers, changed my password and reported to trademe. Guss what happened, they locked/banned my account. I have no clue how can someone hacked into my account, as I never click any suspended links or email. I did a virus scan on my phone, nothing found. My email also got double security access protection.

      Sentiment
      • Negative
      Content
      • Privacy Concerns
      Mar 16, 2023
    • Account was banned for wanting buyer…

      Account was banned for wanting buyer number too ask more about the goods he or she was selling and they banned me.

      Sentiment
      • Negative
      Content
      • Account Suspension
      Mar 13, 2023
    • Horrible experience

      Unless you pay for items via buyer protection you're covered yeah right!!!!. And if you pay directly into sellers bank account via electronic banking you're in for a ride. Trademe is not the trademe we once knew before. Where customer service was helpful... now they say "will contact the seller and get back to you" only to return with "Dispute Tribunal" information which you need to folk out more money to get your money back... even if that, you still may have to look at reinforcement procedures if seller doesn't pay. Trademe!!! (collect a holding cost to cover these procedure costs if things like this happen so buyers that pay directly can have some cover too or better yet, don't allow sales unless sellers are willing to use buyer protection) and follow through with you buyer protection policy TRADEME

      Sentiment
      • Negative
      Content
      • Buyer Protection
      Mar 08, 2023
    • Feedback removed…

      Purchased an item on trademe from Salelink store, postage said 4-7 days, 5 weeks later I’m still waiting for the item, left negative feedback to warn other buyers that items paid for may not arrive, trademe removed the feedback, no item no say. Two businesses acting fraudulently.

      Sentiment
      • Negative
      Content
      • Delivery Issues
      Mar 07, 2023
    • Tried to list my macbook yesterday

      Tried to list my macbook yesterday, one hour later my account with over 100 feedback and 9+ years history got disabled and my listing removed. Tried to list it again from my wife's account which also has good feedback and is established, her account got disabled and listing remove also. Listed it on facebook marketplace and a couple of hours laters it was sold. Total fees? 0lol, this site has become and absolute joke. Get rid of that trigger happy monkey you hired over there.Such a FAIL, it's funny. Last time I'm using your garbage, I don't need your BS and agravation in my life.

      Sentiment
      • Negative
      Content
      • Account Suspension
      Feb 20, 2023
    • Trade Me PING = no buyer protection

      Trade Me claims if you buy through PING, you will have buyer protection. It's been 6 weeks and the only communication I have received are 2 anonymous auto emails saying they have contacted the seller.

      Sentiment
      • Negative
      Content
      • Buyer Protection
      Feb 12, 2023
    • Trademe is anything but not Safe & Trusty anymore, dodgy customer service

      Trade me is not safe as they say, they don't care about how much you get ripped off and how much you loose and always by the side of the dodgy and leave the victim alone. Trust and safety staff are not balanced and works against the victim, don't care about you leaving Trademe and say we are not loosing anything. I wonder why in the last years I see trademe making ads to get more members coz of these dodgy unbalanced trust and safety staff. See you die slowly Trade me!

      Sentiment
      • Negative
      Content
      • Customer Service
      Feb 10, 2023
    • Tradme won't take any action against a seller for not following the Tradme rules!

      I purchased three items from a Tradme seller. They arrived in a plastic envelope with no packing or padding and one was broken. The seller sent a replacement but that too was broken when it arrived. The seller refuses to send another replacement. The Tradme site states that the seller is responsible for delivering undamaged goods to the buyer but this seller won't do that and Tradme will not take any action against the seller. Disgusting.The seller trades as "Opple New Zealand". Buyer beware!

      Sentiment
      • Negative
      Content
      • Delivery Issues
      Feb 03, 2023
    • Greedy!

      Greedy! Fees, fees, fees! They snuff out any competition.

      Sentiment
      • Negative
      Content
      • Fees and Commissions
      Jan 23, 2023
    • Bug that shares member details without permission…

      Trademe platform has a known issue that concerns membership privacy. By enabling any address you have on your profile to be randomly selected and shared with a seller. As a buyer you may think you were at fault but Trademe has confirmed they have a bug that enables any physical address against your profile can be shared without permission being provided. TM customer service suggest you use another interface (use desktop if you notice on the app or app if you notice on the desktop) and delete all physical addresses against your profile except your membership one. It appears this ‘bug’ affects both app and desktop and they have been made aware of its effects for over a year. Contacting help services is near impossible as the chat feature closes randomly and resets to another staff member or, if using the report contact feature, continuously loops without enabling report entry.Trademe clearly states on the terms of service that they ‘will not share your address information without your permission’ yet they are choosing to not resolve an issue in their system that they know is doing exactly that. Community help messages regarding this also disappear with those reporting it being blocked. Most members would consider these actions clearly dishonest. Please be made aware that Trademe has issues with privacy of members - if a feature is not functioning correctly remove that feature or position user steps to disable the potential of bug interference.

      Sentiment
      • Negative
      Content
      • Privacy Concerns
      Jan 12, 2023
    • COMPANY WILL NOT MAKE THEIR SITE…

      COMPANY WILL NOT MAKE THEIR SITE AVAILABLE AND REGISTER-ABLE TO UNITED STATES OR CANADIAN RESIDENTS WHO WANT TO BUY NEW ZEALAND ITEMS VERY MUCH!COMPANY WILL NOT ADD "WANT NOW" FEATURE TO SITE TO HELP ALL SELLERS AND BUYERS GET WHAT THEY WANT TO BUY OR SELL! COMPANY STAFF WAS VERY RUDE TO ME ABOUT AGREEING TO MY REASONABLE DEMANDS AND REFUSED TO CONSIDER THEM AND ENDED THE CONVERSATION!

      Sentiment
      • Negative
      Content
      • International Access
      Jan 07, 2023
    • Trademe staff are now acting like…

      Trademe staff are now acting like fascist bully-boys using heavy-handed tactics trying to make me authenticate every item I sell - which is stuff I bought OFF tarceme to begin with! I complained about it to them and they are now threatening to go through all of my listings and take them all down if I cant authenticate each one - which is nothing more then a heavy-handed retaliatory tactic. This is what trademe has become. I think their hubris is starting to show now. They've become too big in the market and think they can beat up on the littltle guys without any consequencew. JOIN ME IN CALLING THEM OUT!! I am thinking of using other mediums now. Suggest you all consider the same.

      Sentiment
      • Negative
      Content
      • Seller Issues
      Jan 07, 2023

Sentiment Analysis

  • Positive(0)
    0%
  • Negative(40)
    100%
  • None(0)
    0%
-100 Net Promoter
Score

Popular Topics

  • Account Suspension(7)
    18%
  • Buyer Protection(7)
    18%
  • Customer Service(7)
    18%
  • Seller Issues(7)
    18%
  • Fees and Commissions(5)
    12%
  • International Access(3)
    8%
  • Delivery Issues(2)
    5%
  • Privacy Concerns(2)
    5%

Languages

  • English(39)
    98%
  • Dutch(1)
    2%

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