Complaints

This profile includes complaints for Buyback Boss's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Buyback Boss

  450 N 54th St Ste 4 Chandler, AZ 85226-2529

  
• 

  Buyback Boss

  1515 W University Dr Ste 101 Tempe, AZ 85281-3279

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a used Apple iPhone 16 Pro Max cell phone to Buyback Boss and it was inspected on 7/3/2025. An offer of $457 was made to me, which I accepted on 7/3/2025. I elected payment via check, which I was told arrives within 3 - 7 business days. On 7/11/2025, I still had not received the check. I sent a total of 4 emails and the last response to me was 3 hours before their closing time. I received no other response afterwards. I discussed a bank transfer option and for the check to be canceled, but received no further response.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent them a brand new iPhone 12 which they promised ****** for. They wrote me back and told me the phone had unseen scratches on it and offered *****. I asked to return my phone and they stopped contacting me

  

  Business Response

  Date: 06/18/2025

  Hi ******, 
  
  My name is *****, and I am the direct manager of the customer experience team. First and foremost, I want to express my gratitude for your patience during this time, and I sincerely apologize for the delays you have encountered. 
  
  To assist you further, I noticed that you submitted your order in brand new condition. I want to clarify that our definition of brand new condition is reserved for devices that are still factory sealed in their original packaging, include all original accessories when applicable, and have never been activated. When we received your device, it unfortunately did not meet these criteria, and I completely understand how disappointing it must be to see the evaluation change from "Brand New" to "Fair." 
  
  I want to assure you that our team would never intentionally damage a device. If any damage were to occur in our office, we are always ready to take responsibility and cover the costs for our customers. I have reviewed the security footage for your order and can confirm that your device was handled with care and was not damaged by our team members. 
  
  Once again, I truly empathize with your disappointment regarding the evaluation. Please know that I am here to support you and want to ensure you receive the best possible value for your device. We have since sent your payment to you and it should be available to you now. 
  
  If you have any additional questions or concerns, please dont hesitate to reach out. I am here to help. 
  
  Thank you,

  ***** with Buyback Boss

  Customer Answer

  Date: 06/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Dr. ****** ******
  
   
  

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Offered $467 for my phone sent it to them paid for insurance for the phone and fast payout which is next day. The phones been there since Wednesday. They said the phone had screen damage which it didn't. Sent a picture of the phone on with no damage. They offered $62 for the phone. I said no send it back immediately. There reply is they were going to see what they can do. I asked repeatedly for a valid response ans haven't had any. Im.out my phone and the money they owe. The insurance i paid should cover any damage to the phone. I sent them a Pic of the phone on and without any damage..it is attached below. I need help. Now the phone is damaged and is worth nothing.....

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in 2 iPhone 15 pro max phones. Both phones were kept in cases the entire time I owned them and they ALWAYS had screen protectors on them. I took video of them at all angles, then I wrapped each one in bubble wrap and was very careful to film everything. They received the phones and immediately reduced payout for 1 phone by 43 dollars and 75 for the other one as well as charging me 37 for expedited pay out. I responded to their offer stating they were in perfect condition and they took 2 days to respond only to tell me because I emailed more than once I was placed at the bottom of the list and they would check on getting me more money. Well another day has passed, theyve had the phones since Friday and Aiat from buyback boss wont answer me or communicate with me. I tried to give this company benefit of the doubt but protect myself at the same time. I want this resolved and without delay. I paid for expedited service but they are not providing it.I was supposed to get 689 for each phone, a 10 dollar bonus minus 37. Which is 1351. Now they are only willing to pay 1233. I do agree with other complaints that they downgrade the condition of the phone unfairly. Either way, they are a fraudulent company.I am unable to upload the video but I am willing to send it to the company to prove to them the condition of the phones. I just want my money and I will NEVER do business with them again.

  

  Business Response

  Date: 06/09/2025

  Hi *****, 

  I am really sorry that we fell short of our promises for expedited processing, and there is no excuse for that. We were happy to waive your express fee and reach out to our pricing team to offer you a better value for your items. To clarify, we agreed that your devices were in excellent condition and that only a few scratches kept them, unfortunately, out of our flawless condition category. 

  Your payment is available for you to claim in your ****** at your earliest convenience. If there is anything else we can assist you with, please don't hesitate to reach out to us at your earliest convenience!

  Thank you,

  Buyback Boss Support Team

   

  Customer Answer

  Date: 06/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I appreciate how the company did work quickly to rectify the situation.  
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my phone in , I paid express fee of 25, phone was evaluated and I said yes to payout and they never paid me out . I did all of this before 2:30pm MST and they did not respond once afterwards . I want my money ASAP or you will be taken to court!!

  

  Business Response

  Date: 06/09/2025

  Hi ******, 

  I am very sorry for our error. We should have processed your order correctly and on time and we fell short of that process and sent your payment as soon as possible. We were also happy to waive the express fee in the interest of your satisfaction and because we did not meet our promised timeline. 

  If there is anything else we can help you with, please don't hesitate to reach out to our support team for assistance. 

  Thank you, 

  Buyback Boss Support Team

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $100 for my iPhone 12 mini which I mailed to Buyback Boss on 5/7/25. They received the phone on 5/12/25. They claim it takes 5 to 7 business days to examine the phone. They emailed me on 5/21/25 that my phone had moderate wear & moderate screen scratches which is a lie. They offered me $84 & I told them that my phone was in very good ***************** agree with their decision. They told me they would get back to me but after several emails they have stopped responding to me. I believe they have no intention to ever pay me for my phone now. I even included with my phone 2 brand new cases & screen protectors still in their packages since I no longer needed them. Now I am out of a phone & the money I was quoted. This business should be shut down. They are scam artists.

  

  Business Response

  Date: 05/29/2025

  Hi *****, 
  
  
  The team brought your recent emails to my attention, and I am so sorry for the delays that you have experienced. To provide some transparency, our operations team has been behind schedule in evaluations and received overtime this week to catch up, and we brought on a new operations team member as well to help with the volume. The Customer Experience team was inundated by the volume our operations team was evaluating to catch up and simply had too many customers to help at once, which caused further delays. This is not to provide an excuse for us falling behind, but to provide an explanation, and I am so sorry that we were not prepared to handle the volume of orders that we received. 
  
  
  With this in mind, we were happy to honor your original quote as an apology for our processing delay and in an effort to earn back your business. I am again so sorry for the delays you have experienced and look forward to your response so that I can further assist you. 
  
  
  Thank you, 

  ***** with Buyback Boss

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I had placed 3 separate orders to sell 3 iPhone 13 to Buyback boss through their website. The iPhone 13s were locked to Metro-by-Tmobile (formerly called ********). When I requested a quote, I selected that the phones are locked by T-Mobile and got a quote for 178$ per phone (for 2 of them the initial quote was lower but I was told I will get a higher value upon appraisal).I packed the phones, shipped them and about after ***** weeks Buyback boss's customer liasons used 2 excuses to give me a lower value of my phones:1. They disputed that the lines were locked by MetroPCS and not T-Mobile 2. For one of the phones they claimed the phone had minor scratches End result is that despite speaking to them numerous times over email, they gave me the payout of 146, 135 and 128$. The overall payout was 125$ lesser than initially promised.The phones were brand new and only opened for activation and they didn't even look at the videos I offer to share showing that there was no damage and offered to ship the phones back. Since it has already been 3 weeks since I shipped the phones and lot of time and energy was wasted, I decided not to ask them to return the phones back.I would however like to see the business acknowledge their mistakes and take steps to make it right. I have been a repeat customer and with this experience not really sure if I would do business with them again. Let me know if you need me to share the email exchanges or the video evidence of the phones.

  

  Business Response

  Date: 05/30/2025

  Hi ******, 

  First and foremost, I would like to thank you for your repeat business as a valuable customer with ********************** and I am so sorry for the frustration that you experienced. 

  I am very sorry as well for the confusion over the carrier. While ********* is a subsidiary of ********, Metro PCS locked devices can only be used with that network unless they are unlocked or otherwise released for use on T-Mobile as well as Metro PCS. The carrier difference was the major reason your orders were significantly decreased in value because of the smaller demand for Metro PCS devices. 

  We meant no offense with our evaluation and really hope to have the opportunity to earn your business back. I would also be happy to discuss your future orders with you personally if you would like to reach out to me directly at *****************************************. 

  Thank you, 

  ***** with Buyback Boss

  Customer Answer

  Date: 05/30/2025

  Hi *****,

  Thanks for the response. Even if we leave the issue of Metro vs T-Mobile aside, I got a payout of 146 for the first, 135 for the second and 128 for the third. The Buyback boss team kept decreasing the locked offers for my identical phones, and it was really frustrating dealing with the support team. First and foremost I would like compensated for the difference in values for my phones to even consider Buyback boss for future transactions.

  

  Business Response

  Date: 06/09/2025

  Hi there, 

  Thank you for your response and I am very sorry to hear about the continued dissatisfaction. Our pricing is subject to change due to the ever changing market values, particularly with devices that are in lower demand like those locked to ********, but we still understand that it was a deeply disappointing process for you. 

  If you would like to contact our support team before placing another order with us, we would be more than happy to offer a bonus of 10% up to $35 for your next trade-in with us. But we cannot retroactively send additional payments for the orders that we have already completed at this time.

  Please let me know if there is anything else I can help you with to help earn your business back!

  Thank you, 

  ***** at Buyback Boss

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a quote to sell my watch to BuyBackBoss it was over a hundred dollars for an Apple Watch SE that was a refurbished watch that had protector in the face and body. Refurbished my Amazon, barely wore it. They reduced by quote to $23 saying it was heavily scratched body and face. I was not scratched when it left my possession. This is a scam outfit and the very least shady. I want my watch back, and if it has deep scratches they inflicted them and I want paid for the watch.

  

  Business Response

  Date: 05/23/2025

  Hi *****, 

  I am very sorry to hear that your experience was unsatisfactory. We mentioned in our email to you that unfortunately, due to a few scratches on the screen that could be felt with a fingernail, your order was graded into our Fair condition category. We specifically differentiate between Good and Fair condition categories on our website by noting whether the scratch can be felt with a fingernail when lightly brushed against the present scratch. We are always happy to provide photos of our findings and additional support to our customers regarding their orders as well as free fast returns for customers that are dissatisfied for any reason. I very sorry that we proceeded with your return without making additional efforts to ensure that you were more satisfied with your evaluation and transaction.

  Please reach out to us if you have any additional questions or concerns that we can help you with!

  Buyback Boss Support Team

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a ******* S20 that just got inspected at a t-mobile store a couple days prior and was deemed in excellent/mint condition.and when i mailed it out, I double packaged the phone, and took clear pictures of the device that has the metadata still on the pictures as proof of its quality.I stayed in regular contact with the company through email and text for over a week. They had my order details, which clearly showed I paid for shipping insurance.But on the day they were suppose to pay me, they claimed my device had a cracked or chipped screen and lowered their offer from 148$ to 22$ and never once provided any pictures for proof.Even though the package is insured. They refuse to file a claim. Eventually after talking to the 5th different person the SAME email, someone named *****, **** or something like that. Who stated that they would honor my orignal offer agreement for the 148$ on "Good Faith". That is the LAST response I got from them, and I rarely recieved consistant communication from them prior to this. This WHOLE thing has been an eye opener, and I will never be doing this again. Terrible communication, absolutely no follow up, and no accountability. and from a BBB A+ accredited buisness. Im really starting to wonder if I can trust their ratings anymore too!What buisness makes an offer, then back peddles, and not just that "ghosts" you like a child who's not wanting to get yelled at? I even have a number I can text too; I MEAN IT when i said nothing, its been complete radio silence.STAY AWAY! the 10-20$ more of however much it is they offer compared to the competitor is absolutely not worth it. Oh the best part?They still have my device.NEVER IN A MILLION YEARS. I should have been the other offer from a different buisness.

  

  Business Response

  Date: 05/08/2025

  Hi ****,

  I am very sorry to hear this continued feedback. As mentioned in my email to you on April 30th and May 1st, your payment has been sent to your ******. We followed up to make sure you received it but have not heard back from you. 

  Please let me know if there is an issue with your ****** account, I am happy to help you!

  ***** at Buyback Boss

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent a ATT ******** Razr + 2024 in to them that's locked to ATT. I had it repaired by ******** before I submitted it for sale. They tried lying to me and lowering the offer from $ 335 to $30 claiming it'd not mint condition . They are trying to scam me. I have proof of repair so I know it's flawless. I took pictures of everything before mailing it to them incase they tried this scam. Iv read the reviews I know these people are shady.

  

  Business Response

  Date: 05/06/2025

  Hi *******, 
  
  
  My name is *****, and I am the People Operations Manager at Buyback Boss. I want to sincerely apologize for the errors that occurred during your evaluation process. We are more than willing to return your device to you, but I would also like to offer you the option to receive your original quote in full if that would be more preferable for you. 
  
  
  We seldom receive devices that were previously used with Cricket or Metro PCS, and I completely understand that our team mistakenly categorized your device as Metro PCS instead of Cricket. Additionally, the team did not ensure that the device was compatible with a larger carrier rather than a subsidiary of any major carrier. I am truly sorry for this testing error and for providing you with incorrect information, as that was never our intention. Being a small business, we personally train each of our employees, and with the end of the school year approaching for college, we have onboarded a few new team members for the summer months. Unfortunately, one of them encountered your order and evaluated it incorrectly. I deeply regret that your order did not go to a more experienced team member, and I take full responsibility for this oversight and its consequences. 
  
  
  Once again, I am truly sorry for our mistakes and for my personal error in assigning your order.
  
  
  I hope you can accept my apology, but I understand that it does not replace the need for proper processing. If you have any additional questions or concerns that I can assist you with, I would be more than happy to help. 
  
  
  Thank you!