mala comunicación Cuando hay dudas y no atienden adecuadamente quedándose con parte del dinero pagado
JL
José L.
Me mandaron un producto roto y no se…
Me mandaron un producto roto y no se han hecho cargo de la rotura a pesar de pagar un seguro con el envío. Me contestaron que contactará con su enlace, no solo no han resuelto el problema sino que a la persona que lo envió no le han pagado tampoco, el número de petición es 14412373 para que quede constancia, si tienes un problema ni te indemnizan, ni pagan al proveedor, son unos figuras,
Estamos a 11 de marzo y ni caso, ni han devuelto el dinero, ni se han hecho cargo de nada, estáis avisados, no compréis ni vendáis por wallapop
NS
Néstor
Worse customer service ever. They blocked my account and kept 180 euros that they won't give back.
Last Monday, December 2nd, my account was closed without prior notice and without providing any explanation or evidence to justify this action. I contacted the technical support team because I didn’t understand what was happening after I suddenly lost access to my profile for no apparent reason.
After speaking with a guy from whom I had purchased a product the week before, and with whom I had exchanged contact details, he sent me some screenshots from his profile. In these, he was warned against having any type of contact with me, and my profile was flagged as suspicious. I understand this message was sent to everyone I had interacted with on Wallapop up to that point. I immediately sent a message to technical support expressing my confusion, surprised that I hadn’t been notified of anything. I requested an explanation and asked for my account to be reinstated, as it seemed like a mistake. My profile had been active for years and had 55 positive ratings from other users, all of them 5-star. I also mentioned that I had €180 in my Wallapop wallet and that I had lost access to it overnight.
In response, I received a generic reply from an "agent," informing me that my account had been suspended. The only reference provided was a copy-paste of Wallapop’s terms and conditions, along with a statement that “in these cases, as per our platform’s general policy, we must keep your account disabled, and it will not be possible to recover it.” I was genuinely surprised by the lack of communication and transparency and the fact that they didn’t open a case to investigate what had happened. I replied with a more formal email, referencing consumer protection laws I had found online that I considered relevant to my case. I requested an explanation, access to my account and funds, and if no evidence could be provided, the reinstatement of my profile and the withdrawal of any communications that portrayed me negatively on the platform.
After this, the "agent" stopped responding, and I received an email from Juan, another "technician" from Wallapop. He sent another generic email requesting a copy of my ID, a selfie holding the ID, and a bank account number to transfer the funds from my account. However, he did not provide any explanation or agree to review my case in any way. I once again asked him to review the case, as I had thoroughly gone over the terms of use and was convinced I had not violated any of their conditions. From that point on, the "technician" stopped responding to me as well.
I’ve now been in this situation for three weeks, constantly trying to get an explanation... I’ve provided all the requested information, but they keep replying with copy-pasted messages and refuse to inform me of the alleged violation or provide any evidence of it. The money in my account is still missing. I’ve already taken the case to the OCU (Spanish Consumer Organization) to see if they can help, although I’m not ruling out filing a complaint with the data protection authorities and a lawsuit for economic and reputational damages.
From my perspective as a consumer, this experience has been extremely frustrating and distressing. Despite my efforts to resolve the issue by providing all the necessary information, explaining my situation clearly, and complying with Wallapop’s requests, I feel that I am not receiving any type of resolution. There doesn’t seem to be clear communication, as the responses I’ve received seem automated and fail to address the specific details of my case. Furthermore, there is no justification for the account suspension, leaving me in a state of confusion and uncertainty. Beyond that, labeling me as “suspicious activity” and advising the profiles I’ve interacted with to cut communication with me damages my reputation as a trustworthy user on the platform.
The process has been far from smooth because, despite my willingness to collaborate and meet all their requirements, I see no progress toward a solution, and the problem seems to be unnecessarily prolonged. There are hundreds of cases like mine, including users who claim to have lost thousands of Euros due to Wallapop’s lack of commitment to consumers. Action must be taken through every possible channel. Don’t buy or sell on Wallapop—you’re taking a huge risk, and if something happens, they won’t help you and will ignore their own terms and conditions. I’ve never had such an unpleasant experience, not even with an airline, which says a lot. If you’ve had an incident, contact the OCU and file a complaint with consumer protection. Companies like this need to be stopped at all costs.
CD
Clave De S.
WALLAPOP HA BLOQUEADO MI CUENTA CON UN…
WALLAPOP HA BLOQUEADO MI CUENTA CON UN MONEDERO DE 80 EUROS Y UNA COMPRA REALIZADA SIN RECIBIR. Y NO ME DEVUELVEN EL DINERO.
Si hay más personas con el mismo problema, poneos en contacto y demandamos juntos. Yo iré a la oficina del consumidor mañana mismo. Es un abuso. Tenía más de 100 valoraciones positivas y ninguna negativa.
Además, permiten que sigan activos anuncios que se denuncian constantemente por ser ilegales y no hacen nada o te dicen que no consideran que sea ilegal. Guardo cientos de ejemplos.
