Complaints

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:05/21/2025

  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 am rejecting this response. All I want is my Xbox One S returned.
  
  
  Regardless of the condition they claim it was in, I did not agree to forfeit my device if they chose not to offer a payout. I never saw a clear warning that I would need to pay for return shipping if my device didn’t meet one of their conditions—especially not for something as vague as “missing the bottom half of the casing.” It was fully assembled when I shipped it.
  
  
  I do not accept their policy as fair or clearly communicated, and I was never shown proof of the alleged damage. I am asking OCBuyBack to cover return shipping and immediately send my Xbox back to me. That’s all I’m asking.
  
  
  If they fail to return my property, I will continue to escalate this matter.
  
  

  

  Business Response

  Date: 05/29/2025

  Hello, 

  For this order the customer submitted a trade in for an Xbox One S. For consoles we only offer pricing for the following conditions: Flawless, Good, and Fair. The customer submitted the order to be in good condition. Upon receipt and inspection the console came with missing parts specifically the bottom half of the casing. Unfortunately we do not offer pricing for consoles in this condition as we are not able to resell them in broken condition. Our free return shipping only applies to devices sent in in a condition that we offer on the site. When a customer sends in a device in a condition that we do not purchase and is not available on our website to select from then it is the customers responsibility to provide return shipping. This is clearly stated in our terms of service page that must be agreed to before a customer can place an order. We have attached a screen shot of the section of the terms of service page that states this. We have let the customer know this and are awaiting a return label from them. 

   

   

  Thank you. 

   

  

  Business Response

  Date: 05/29/2025

  Unfortunately this order does not qualify for return shipping due the customer sending in a broken console. We do not purchase broken console. The customer is responsible for return shipping. This is stated in the terms of service page. The customer agreed to these terms when they placed the order. Customers have to check off that they agree with the terms before they are allowed to proceed with the order. 

  Customer Answer

  Date: 05/30/2025

  I continue to reject this response.
  
  
  OCBuyBack is refusing to return my Xbox unless I pay them, despite the fact that I never agreed to give up my device if they found it to be in a condition they didn’t like. I was never made clearly aware that “broken” items would not be returned unless I paid for shipping — and they have yet to provide me with any photo proof that my Xbox is broken or missing a bottom half, which I completely dispute.
  
  
  This policy is buried in fine print and is not reasonable or fair. Now they’re holding my property hostage and demanding payment to return it. That is unethical.
  
  
  I want my Xbox One S returned to me immediately — at no cost to me. Otherwise, I will move forward with escalating this matter to state and federal agencies for investigation and report this as mail fraud and potential theft by deception.
  
  
  This is your final chance to make it right. Return my property.