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:04/20/2025

  Type:Delivery 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.

  Order Details Order placed April 7, 2025 Order # ***-9345163-6267450 View invoice Ship to ****** the most amazing customer ever!*************************************************************************** Payment method MastercardMastercardending in 8255 Order Summary Item(s) Subtotal:$190.00 ************************* Total before tax:$190.00 Estimated tax to be collected:$9.75 ** Retail Delivery Fee$0.29 Grand Total:$200.04 They sent me a defective device, so I returned ****** they're claiming I sent the wrong device, so they won't refund me, and they won't return the 'incorrect device'.

  Business Response

  Date: 04/20/2025

  The customer returned a device that was not the one we sent them.  It is clear in the messages in ******.  We do not issue refunds for product that is not ours.  The instructions to the customer were to send us a label so we could return the device back to them.  They have not provided us the label.  All they have to do is send us a prepaid shipping label and we will return the wrong device to them.  The last communication with the was on April 17th an we have heard nothing form them since that time.  

  Customer Answer

  Date: 04/21/2025

  Complaint: 23228027
  
  I am rejecting this response because:

  The business has again lied.

  Here is the entire conversation we've had with them through amazon messages:

  d file a dispute with my bank.
  Apr 11, 2025 12:17 PM
  Your shipping label has been uploaded. Again, ****** automatically generates these, not us. We are a small, family-owned third-party seller and would have been happy to help from the beginning. Sorry again you had issues and thank you for your understanding. Have a great weekend.
  Apr 11, 2025 12:22 PM
  But not happy to help me from here?****, yet again, it's not worth buying from third party sellers on ******, they're probably trying to scam us.
  Apr 15, 2025 12:36 PM
  Hi again. We just received your return. However, we received a different item back today than what we sent you. The IMEI/Serial numbers do not match and this device has never been in our inventory or warehouse. We did not send you this device, thus we cannot grant a refund unfortunately. We do not place these IMEI stickers on the rears of our devices so you likely got us mixed up with another seller.If this is an honest mistake, please let us know ASAP so we can get this figured out for you. Feel free to give us a call to discuss options. Thanks for your understanding and have a nice day.-******
  Attachments:
  *** 2.jpg
  Apr 15, 2025 12:48 PM
  All right, go ahead and send the device back to me with the refusal in writing and I'll figure it out from there.
  Apr 15, 2025 12:50 PM
  No problem. Please send us a prepaid shipping label and we will get that sent out as soon as possible. Thank you for your understanding.
  Did this solve your problem?
  (We'll share this feedback with the seller to help them improve their service in the future.)
  YesNo
  Apr 15, 2025 1:38 PM
  LOL No.
  Apr 16, 2025 5:48 AM
  Hello and good morning, this is ***, ******** assistant. I'll be taking over this matter in an effort to resolve it today.Would you please help me understand what the issue is from your side of this?
  Apr 17, 2025 6:40 AM
  Hello and good morning!As we've not heard back from you, we're marking this case as 'unresolved - seller not cooperating', and we've reported that to multiple places.

   

   

  As clearly shown, we have in fact sent messages to them after their demand for a pre-paid shipping label.

  Further, they have not provided any evidence of their accusation that the 'wrong device was returned'.

  At this time we request that the business either return the alleged incorrect device, along with evidence that it is the wrong device, or, provide a full refund of the order in the amount of $200.04, to the original payment method.

  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/23/2025

  You sent us a phone that is not oursand left us negative feedback on a device that we didn't even sell you.  We have the phone here.  We paid for the return shipping already for the device that wasn't our.  We did nothing wrong here.  We are happy to send the device back, however, you need to send us a label.   As soon as we receive the label we will send the device back.  We don't lie, we handle our business with integrity, and we take care of issues that were with our devices.   We deal with ten of thousands of customers a year.  There is a reason we have 99% positive feedback.  We own the issues that are with our products and we always take care of our customers.  Please send us the label so we can ship back your device 

  Customer Answer

  Date: 04/23/2025

  Complaint: 23228027
  
  I am rejecting this response because:

  The business lied again, in stating they don't lie, and in stating they have more than a 99% rating, when in fact they did lie, as I already pointed out, and they do NOT have a 99% rating.

  The business continues to refuse to provide the refund, continues to lie, continues to make a false claim, and continues to refuse to provide any evidence.

  Further, it seems they are refusing to return the device as that would prove that they are lying, and improperly withholding the refund.

  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/24/2025

  I'm done communicating with this customer.  The phone they sent us is not the one we sold them.  We are happy to send it back.  All they need to do is provide a label.  They refuse to do so.  This will be my last response to any further BBB communications.  Please close this complaint.  We have gone above and beyond to work with a customer who is upset with us for a phone we didn't even sell them.  

  Business Response

  Date: 04/24/2025

  Also not responding to any messages in ******.  We offered yesterday to provide a label, but zero response.

• Initial Complaint

  Date:07/18/2024

  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 purchased a Google Pixel 6 Pro from this seller renewed to "new" condition. The seller lied about having renewed the battery to a "new" condition in order to list it on Amazon, and refused to issue correct compensation for their fraud. When asked, the seller keeps stating "Amazon only requires us for Excellent condition and below to have 80% battery" not realizing they're also validating their own damn fraud - the condition, purchased, was "New", not "Excellent" or anything lower, New is New, not "somewhat new", not "close enough" - unless everything I learned in school was for nothing, "new" means "new". Renewing a device completely to "New" as a standard is hard - but equally the seller shouldn't have said they did, if they did not. They should have, actually, listed it as "Excellent". The fact is that most people wouldn't have cared enough to check the phone's hardware status and figure out that the seller was lying, and this is what they're relying on to make their money. Amazon Leadership has, conceded, that this seller violates their own platform terms in how they're representing their devices for sale. 200 cycles is not a "new" battery. "80%" is what most phones start telling you their batteries need REPLACEMENT, at. This merchant is delusional.

  Business Response

  Date: 07/19/2024

  The amazon renewed program is as clear as day.  We have done everything we can to explain this to the customer.  Please reference screenshots and this link *****************************************************************************. We have done over 60,000 saleso on Amazon and this is the first customer ever to not understand that they are buying a renewed phone not a new phone and that the battery health needs to be above 80% not brand new.  The funny thing is that all they need to do is return the device to get a refund but they refuse to do so.  They also left us a threetening voicemail at 2am which o am unable to attach here.  I am at a loss for words in regards to this situation

  Customer Answer

  Date: 07/19/2024

  Complaint: 22011385
  
  
  
  I am rejecting this response because: the seller's actively avoiding acknowledgement
  
  Seller's claim is that "Amazon terms only require us to sell with minimum 80%". This is a half truth - most devices, with a phone battery with a health below 80%, will already start showing alerts saying to "replace the battery" - and Amazon requires the seller to sell devices with a battery above 80% to avoid excessive or causeless concerns with sellers just, sending out completely toasted batteries that immediately present this alert - lowering the likelihood of a satisfied customer. 

  HOWEVER, what the seller is, completely avoiding and refusing to acknowledge - is the, condition, they attested to have renewed the device to. The seller continues to say "Excellent is 80% or higher" - that's great for people buying "Excellent" condition devices - I purchased "New". Renewed, to a "New" condition. That includes, a battery replacement, for a new one, to have said, that you renewed the device to "new". Look on the invoice - that says "New", not "New but with terms and conditions that just simply aren't indicated anywhere on this document". Not "New*". Simply, "New". Condition: New. The device, I was sent, including it's components, were not fully renewed to a "new" condition as the seller continues to falsely attest. 

  
  
  
  
  Regards,
  
  
  
  Danielle Townsend

  Business Response

  Date: 07/22/2024

  I have nothing else to say and there will be no further communication

  Customer Answer

  Date: 07/23/2024

  Complaint: 22011385
  
  
  
  I am rejecting this response because: the seller has refused to acknowledge their error or mistake and continues to dodge even the BBB. Bad business, in the hand. 
  
  
  
  Regards,
  
  
  
  Danielle Townsend

  Business Response

  Date: 07/23/2024

  I’ve told you everything you need to know the customer has 90 days from the time of purchase on Amazon to return the item for a refund. They refuse to return the phone this person is literally insane and has harassed us threatened us and is mentally unstable. The fact that I have wasted about 5 hours of my time trying to reason with a nut job is infuriating. This could have been solved by them going to Amazon printing a return label and sending the item back. You cannot reason with crazy. Please do not indulge this persons conllainf

  Business Response

  Date: 07/24/2024

  Clay I will call you tomorrow.  I have provided you the amazon renewed policy as an attachment in a previous message along with a screenshot of the order.  You can clearly see from the invoice that the buyer provided that they bought a "renewed" device. (it's in the title of the order). Here is the link to the renewed policy  **************************************************************************** I will alsoprovide a link as to how the buyer can file a return.  ****************************************************************************.  Please look at both links.  I am also pasting a link to the threatening crazy voicemail the buyers partner left.  *********************************************. Becasue you probably don't deal with specific amazon renewed issues i'll just lay it all out in bullet points

  1.  Amazon renewed is not new it's refurbished.  Click the first link above to read about it.

  2.  The customer has no clue what they ordered and they thought they were buying a new phone.  We tried to explain it to them over a over again they can't comprehend it

  3.  The customer has 90 days to return the device through Amaon back to us for a full refund.  They refuse to return the device.

  4.  The customer has repeatedly stated that we have tried to fraud them whereas we actually sent them exactly what they ordered.  We offered professional service even after leaving us a threatening voicemail

  I really hope that the BBB can use a level of discernment here.  We have sold over 60,000 phones on Amazon and this is the first customer we have ever had twho has not understood the renewed program and what they are buying.  This is also the first customer who has ever refused to return a device and get their money back but has repeatedly wasted my time the BBB's time and their own time leaving threatening VM's and inconherent messages over and over and over.  I have been in business for over 20 years and I can honestly say I have never deal with a pair of human's (customer and partner)  like this.  It has taken a lot of self control to stay professional.  Reach out if you need more information from me.  I hope this is enough to dismiss this complaint