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Business Profile

Ecommerce

Recell Exchange
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BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 ordered an item 5 days ago and I get one different story after another about the status, after they claim same day processing. It's shipped, it hasn't shipped, it's waiting for confirmation (whatever that's supposed to mean) before it ships, it has been confirmed, it hasn't been confirmed. No one ever answers the phone or returns voicemails. I have tried dozens of times. A phone number I was told to use by a person that told me the phone was down after suggesting i call it for 15 minutes. Most of the time the "support team" refuses to identify themselves and repeats the same, "please don't hesitate to reach back out" , as if they helped me after ignoring my questions. They have free 2 day shipping claims all over the place, but the order total required to get it keeps changing. My next stop is the better business bureau, as it looks like they supposedly participate. They are refusing to ship the ordered item and don't answer my questions. I have tried every support option they have.

  • Initial Complaint

    Date:06/26/2024

    Type:Product Issues
    Status:
    Answered
    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 have dealt with this company before and found them to be very professional and caring about customers. However on this occasions I ordered two different replacement EarPods and they sent me two of the same. The problem they have been very uncaring and unprofessional in handing my exchange and are now telling me the time for exchange is past. Please be advise I contacted them immediately to inform them about the problem They continually directed me to the exchange portal which I tried to use on several occasions but as I told them. It would not allow me to process the change. I did not receive the product until mid June and yet on June 23 they are telling me the time to process a change has expired. I don't know if they changed owership or employees but they don't same to be the same. As a result I have an EarPod that I cannot use and have lost the money I paid for it

    Business Response

    Date: 01/31/2025

    Our company offers 30 day returns, and 90-Day Warranty. Any returns outside of the 30 day cannot be accepted, but we do offer warranty on any defective product. Our return and exchange policy is listed on our website.

    We do our best to accomodate all customers with any issues, but our policy is enforced based on circumstances. 

  • Initial Complaint

    Date:01/20/2024

    Type:Product Issues
    Status:
    Answered
    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 ordered a replacement AirPod as a Christmas gift for my daughters fianc. It does not work at all. When I received the package it stated I had 90 days to return it. When I tried to get a refund they said I couldnt because I only had 60 days to ask for a refund. The 90 days is for technical issues. I feel that the AirPod not working is a technical issue. I paid $64.99 for it. I ordered it around November 12 2023. The order number is *****. The payment was under my fathers name. I would like to know if the AirPod not working is a technical issue. If it is then why can I not get a refund and how to go about getting it? If its not Id like to know why?

    Business Response

    Date: 07/01/2024

    Unfortunately, this order was placed on 12/10/2023, and a return of the item was requested on 1/17/2024, which is outside of our 30-day exchange & refund window stated on our website's return policy. This allows customers plenty of time to assess if they've ordered the incorrect generation, and we provide free exchanges within our exchange portal, found at the head of our website, to help you order the correct piece.

     We provide 90 days of warranty which covers any technical defect of the unit, stated in our exchange policy.

    We are always happy to provide an exchange within the 90 day window, but unfortunately after the ********************************************************************* our conversations.

    Thank you.

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