Complaints

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

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  GadgetGone, LLC

  Aloma, FL 32792-6603

  
• 

  GadgetGone, LLC

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

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:11/12/2024

  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 recently attempted to sell my OnePlus Open to GadgetGone and opted for their expedited processing and insurance, totaling $32 on top of my initial $741 payment, which would leave me with $709. When I tried to ship my phone, **** informed me of restrictions on lithium-ion batteries. GadgetGone provided inadequate labels, forcing me to spend an additional $25. Their customer service is frustratingly limited to email and a support tab, with no phone contact. Responses were slow, often arriving late at night despite their business hours being from 9:00 AM to 5:00 PM MST.I sent detailed images of my phone, which was in immaculate condition after recent service from OnePlus. My phone arrived at ********************** on a Friday, but I received no confirmation until Monday, just vague responses without real answers to my ************ my dismay, I was offered a revised payout of $627a substantial drop from the original offerdue to alleged "moderate scratching" that did not exist. After processing fees, my final amount was just $608.25, leaving me out $132.75. While I could have walked away, the lack of ethical business practices and transparency from GadgetGone has left me feeling scammed. I urge others to consider alternative options when selling their devices, as their guarantees are meaningless and their practices questionable at best.

  Business Response

  Date: 11/20/2024

  Hi ******, 
  
  We always want our customers to feel heard and know that we take their feedback seriously. I took a look at your order and your order details originally described that you would be sending in an OnePlus Open in Flawless cosmetic condition. We mention on our website that our Flawless cosmetic condition is for devices with no signs of wear on the screen or body of the device that can be seen with the naked eye. 
  
  We mentioned in our email to you that unfortunately, due to a few scratches on the screen that could be seen more than arm's length away, your order was graded into our Average condition category. We specifically differentiate between Good and Average condition categories on our website by noting whether the scratch can be seen at more than 8 inches away but cannot be felt to the touch. 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 payment without making additional efforts to ensure that you were more satisfied with your evaluation and transaction.
  Your satisfaction is my top priority and I thank you for the opportunity to win back your business and provide a better experience for you. As mentioned, creating a happy customer experience is my top priority and we would much rather invest in your satisfaction than break even or turn a profit on a device sent to our office. 
  
  Thank you,

  ***** at GadgetGone

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/26/2024

  Type:Sales and Advertising 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.

  Complete scam. They tried to offer the price of a fair condition to almost perfect, blemish-free iPhone 15 pro max. The trade-in price went from $680 down to $468.

  Business Response

  Date: 10/01/2024

  Hi Zhiheng, 
  
  Thank you for bringing this to my attention and I'm sorry to hear of your dissatisfaction thus far. I wanted to contact you regarding your review about your experience selling your iPhone 15 Pro Max. We always want our customers to feel heard and know that we take their feedback seriously. I took a look at your order and your order details originally described that you would be sending in an iPhone 15 Pro Max in Good cosmetic condition. We mention on our website that our Good cosmetic condition is for devices with light signs of wear on the screen or body of the device that can be seen with the naked eye. 
  
  
  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 let me know if there is anything else I can assist you with, I would be happy to do so. 

  Thank you,

  ***** at GadgetGone

• Initial Complaint

  Date:08/29/2024

  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 was offered $150.70 for a used ******* a54 in mint conditions, not a scratch anywhere, front back and sides. Gadgetgone sent me an email after receiving the phone, they chage their initial offer from $150 to $25 due to the back glass was cracked or chipped, which its a lie a scam. After reading reviews I noticed many other customers had the same scam attempts.

  Business Response

  Date: 09/04/2024

  Hi *******, 

  I am very sorry to hear of your dissatisfaction thus far and would be happy to assist you further. I can assure you that our evaluations are honest and fair. We are a small business of about 25 people. Not only would damaging a customers device be unethical, it would not benefit us as a business and would quickly put us out of business on reputation alone. A quick search online will show that we have served hundreds of satisfied customers over our 10+ years of business. I understand a requote is never the best news, but I can assure you our evaluations are completed with good intent and honesty. 

  I took a look at your order details and it looks like we sent you a photo of the cracked rear glass that I have also attached here for reference. The crack is very minor and could have easily been missed if the device did spend most of its time in a case. I noticed the photo we provided is of a blue device and it appears that the photo you provided is of a black device. Are you able to confirm the **** number of the device you sent us? While mix-ups rarely occur, we want to be certain that the device in the photo you sent us matches the device in our office. 

  I would be happy to assist you further and look forward to resolving this issue for you! If you have any questions or concerns that I can help you with, please feel free to direct them to our team at **********************************.

  Thank you,

  ***** at GadgetGone

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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.

  They bought three devices from me back in April. Two unlocked devices one locked. Prior to sending the device, I sent an email letting them know I had a locked device and they assured me their team has a review process and if there was an issue with a device they would send it back.Originally they offered me a low price for three devices, and we were able to come to an agreement. They reviewed the devices and accepted the devices.Well, its now 4 months later apparently the locked device they accepted had been reported as stolen. They emailed me, but it went to my junk email folder and I did not see their request. They filed a claim with ******* and unfortunately for me I did not see the email as its not a primary email that I use. I got a text notification that they were granted a refund for the device. Which is fine, but now they are refusing to return my device to me. Not only that instead of $259, they charged back $270. So not only are they forcing me to pay back an amount higher than what they have given me, they are refusing to return my device to me. I offered to pay shipping to retrieve my phone, and they are not responding to me.

  Business Response

  Date: 08/12/2024

  I am so sorry to hear of the dissatisfaction. To clarify, we are returning the device to you as mentioned in our emails. Your tracking number is being resent to you through email in the next few minutes as we have been in contact with you since yesterday. The additional $10 charge is for the return shipping cost as we mention on our website and in our Terms of Service that all customers are responsible for the return shipping cost of blacklisted items and are invoiced a flat rate of $10.
  
  We have been trying to contact you since July 9th regarding the blacklisted device to try and remove the lost/stolen status from the **** number. Unfortunately, marking a device as "lost" after selling to make an insurance claim on the item it is a very common scam. We reached out to you multiple times to ask for a voluntary refund so that we could return the device to you if the blacklisted status could not be lifted. After not hearing back from you regarding the "lost/stolen" status, we did open a case through ****** so that we could recover the funds and return the device to you. Your device was sent back to you Friday, August 9th, and we emailed you the return tracking. Our team has been responding to all emails received from you since August 7th.
  
  If you have any additional questions or concerns regarding your order please feel free to reach out to us at **********************************.
  
  Thank you,
  ***** at GadgetGone

• Initial Complaint

  Date:08/03/2024

  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 was told they would buy my Apple Watch for $57. They were responsive and helpful until I sent it. Now they are lying about not having gotten it when they have and wont pay me or answer my emails.

  Business Response

  Date: 08/05/2024

  Hi ***, 

  Thank you for brining this to our attention and I am very sorry for the dissatisfaction thus far. Your order was delivered to us on July 26th and was evaluated on August 2nd. Unfortunately, we were not able to complete your order for payment on Friday, August 2nd and apologize for the delay. 

  However, your order was completed on August 5th and payment will be sent by 8pm MST. 

  If you have any additional questions or concerns that we can help you with please reach out to us at **********************************.

  Thank you,

  ***** at GadgetGone

• Initial Complaint

  Date:07/05/2024

  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.

  On July 1 2024 they received my phone, galaxy a51 128gb- mint condition. Online offer was $60. Soon as i bought this phone i put legit phone cover from ******* and did NOT even take off the original screen protector from the factory put until i sent this phone off to this company to sell (yes, i used it with THAT entire of using it! This tells how i was careful on my device). After took photos of the device i put that screen protector back and left a same message on the post it note on the original cell box).I read some reviews so i took several pics before i shipped out. Absolutely no scratch whatsoever.I've been in shipping packing industry for over 10 yrs so i know how to pack. Shipped out. On 7.5.2024 got email, offer is $14. There is light scratch on the center of the device.Unless they made scratch on purpose to reduce the amount, this cannot be happened, so ridiculous.Other selling reviews here are true. Please be advised.Now, they made a scratch and value lowered by them. Meaning, even though i get my phone back, it is no longer worth to get any similar value from any where. They ripped off! I want the full payment of original quote value.

  Business Response

  Date: 07/08/2024

  Hi *********,
  Thank you for reaching out to us and I am sorry to hear of your dissatisfaction.
  Attached is a photo of your device and the light wear that we identified. Again, as **** mentioned, the wear that we found is very light and clearly indicates that this device has been very well cared for. I can assure you that our evaluations are honest and fair. We are a small business of about 25 people and not only would damaging a customer's device be unethical, it would not benefit us as a business because the device would then be in a condition of much lower value. Damaging devices would also put us out of business on reputation alone as a quick search online will show that we have served hundreds of satisfied customers.
  Please let me know if you have any additional questions or concerns that I can assist you with and please let me know how you would like to proceed at your earliest convenience.
  Thank you,
  ***** at GadgetGone

• Initial Complaint

  Date:06/20/2024

  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.

  on may 25th 2024 i sent two phones to gadgetgone, gadgetgone offered insurance on my phones which they offered me a payment of $347.00 my package was damaged and lost during shipping now gadgetgone wont respond to my claim, emails, texts, or my calls. i have a tracking number **********************. Gadgetgone owes me $347.00 the insurance cost $3.00

  Business Response

  Date: 06/21/2024

  Hi ****, 

  I am very sorry to hear of the shipping issues and the stress it has caused you. We have been responding to your emails and I apologize that they may not have reached you. We have added your details to your shipping case. 

  If you could please blacklist your items and provide proof of reporting them as lost/stolen with your carrier, we would be happy to move forward with the insurance claim for your package. 

  Thank you,

  GadgetGone Support

• Initial Complaint

  Date:05/02/2024

  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.

  Gadgetgone is a phone buying business. I shipped them my iPhone 12 which meets the good condition as per their website and was quoted $188. They received it and knocked my quote all the way down to $39 claiming the microphone doesnt work on speaker (never had an issue when I used it) and that the back glass is cracked. It is not as I even took pictures of my phone right before shipment and there are absolutely no cracks. Unless they did it themselves. I replied back to them with the photos I took of my phone proving there was no ********** asked to have the phone shipped back to me. On their website, it says if customers arent happy with the quote they can have the phone shipped back & they will even cover the shipping cost. But they stopped replying to me once I sent the photos and asked for it back. So now they still have my phone and I havent been paid at all.

  Business Response

  Date: 05/08/2024

  Hello *******, 
  
  Thanks for reaching for bringing this concern to our attention. We value our customers' feedback and appreciate the opportunity to assist you. As mentioned in our email to you, during testing, we noticed that there is a chip/crack on the bottom right corner of the back glass. This same chip can be seen in the photo you provided. Attached is one of the photos our team provided to you, as well as your original photo of the chip for clarification. We also noticed that the microphone and ear speakers are muffled. As noted on our website, any chipped or cracked glass falls under our "Faulty" condition, no matter how small, as we are unable to resell a device with this issue on our fully functional selling channels. 
  

  After providing you with this information you asked us to send payment for your order which we promptly did. We also offer free returns to all customers if they are not 100% satisfied with our evaluations or quotes. I am very sorry that our original evaluation email led to your dissatisfaction and hope that our our team's additional explanations helped lead to a more satisfactory transaction. 
  

  If you have any additional questions or concerns regarding your transaction please do not hesitate to reach out to ********************************** for assistance, we would be happy to help you. 
  Thank you,
  ***** at GadgetGone

• Initial Complaint

  Date:04/30/2024

  Type:Billing 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.

  Subject: Complaint Regarding Delay in Receiving Payment Dear GadgetGone,I am writing to express my dissatisfaction with the service I have received from Gadgetgone regarding the payment for my device. On 04/28/2024, I was informed by one of your employees that I would receive my payment via bank transfer. However, I have yet to receive any communication or email regarding where to input my bank account information.As a customer, I expect timely and efficient communication regarding important matters such as payments. The lack of communication and delay in receiving instructions for providing my bank account details is unacceptable.I kindly request that you expedite the process and provide me with the necessary instructions to receive my payment promptly. Additionally, I would appreciate an explanation for the delay and assurance that such issues will not occur in the future.Thank you for your attention to this matter. I look forward to your prompt resolution.Sincerely,*********************************

  Business Response

  Date: 04/30/2024

  Hello ******,

  Thank you for taking the time to reach out to us and I apologize for the delay thus far. **** informed you on April 29th that you should be receiving your payment that evening. However, we realized today that there was a large issue in processing payments from April 29th and many were not properly sent. This was a rare system failure that caused a few payments, including yours, to not properly pass to our payments department and therefore not receive payment. I am very sorry for the error. 

  We have since sent your bank transfer instructions to your email and they should be available to you now. If you have any additional questions or concerns that I can help you with please reach out to us at ********************************** for assistance, I would be happy to help you!

  Thank you,

  ***** at GadgetGone

• Initial Complaint

  Date:04/29/2024

  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.

  Sent in a device two weeks ago. It was delivered as indicated per tracking. No further communication from the company, even after reaching out a few times via their web form and email to support@Sort of thinking this is a scam.USPS Tracking Number is ********************** showing delivery

  Business Response

  Date: 04/30/2024

  Hi ******, 

  Thank you for reaching out to us and I apologize for the confusion. We received your order as you described and have reached out to your email and your phone number multiple times trying to contact you. As discussed in our text messages yesterday, there seems to have been a setting on that was preventing our emails from being correctly delivered to your hotmail account. However, since communicating through text, your order has been completed and we will be sending your payment to you on April 30th. 

  I am very sorry for the confusion and dissatisfaction. If you have any additional questions or concerns please reach out to ********************************** for assistance, we would be happy to help you!

  Thank you,

  ***** at GadgetGone