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

  
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  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:04/23/2024

  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.

  I sent 2 Sansung A13 to this company and were evaluated and an offer made for the amount on the offer with the clarification that when the phones arrive they will be revised and determine if the conditions were as I say and if the value results more, then I will get the fair value for them.I just checked the status of my order no. ******* with the **** receipt No. 2877 dated April 8th 2024 and I saw on my inquire that they said they email me for some other questions they have about the phones but I never received such email. I filled the information on their support page but seeing so many complaints at this business company, I decided to also claim this solution from the,.

  Business Response

  Date: 04/24/2024

  Hi *********, 

  Thank you for bringing your concern to our attention and I apologize for the dissatisfaction thus far. We have been attempting to reach you regarding your evaluation and payment. Your order was delivered to our office on April 15th and we followed up with an evaluation email on April 18th and again on April 23rd. If you could please search for an email in your inbox from **************************************** we would greatly appreciate you taking the time to do so so that we can send your payment to you asap.

  If you have any additional questions or concerns please feel free to reach out to us at your earliest convenience. You are welcome to reach out to our support inbox at ********************************** or to me directly at ******************************** for assistance. 

  Thank you, 

  ***** / People Operations Manager at GadgetGone

• Initial Complaint

  Date:04/22/2024

  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 had submitted a claim that had an s23 ultra and a Galaxy a50. As long as two of the Galaxy a13 I had my price they told me and now all of a sudden they are saying that they did not receive the two most expensive I have photos as well as the post office boxed it and I had seen several reviews about this thing but I wanted to give it a shot and now they are basically telling me I am out of my two phones and they don't plan on paying me. This needs to stop

  Customer Answer

  Date: 04/24/2024

  Hello I received your inquiry regarding my complaint and I saw that it said to written response   does this need to be written and mailed to you or can it be email?

  Customer Answer

  Date: 04/24/2024

  Hello I have all of my emails. Where the shipping label was sent then I was in communications with them to let them know that I had taken photos and that the *********** had actually helped me box it up. And I have the invoice where they were to pay me $600.  And after I sent it, they told me they were gonna do the evaluation and then it wasn't until after that, they told me they were seen 3 of the Galaxy A 13's and that they could donate them for me, but that they did not have my S23 Ultra.  Or my a fifty which I know for a fact was sent. They make you clear it. Of course, so, there really is no proof of where the phone is right now but I even read several reviews about this place and I had told the gentleman about it, but then I was going to give the ******* and trust them and then this happens and now they have.  All of my phones and are trying to send me nothing except they will donate those phones. I never even had that many a13s period. I am starting to understand why everyone was complaining about this company. I just really wished it would not have happened to me but I had plenty of choices to sell my phone and I chose to stick with them but my $600 has gone to nothing and I don't even have my phone anymore. I do not want to have to get a lawyer involved.But this is completely unprofessional.And I see why people call it a scam. I can.

  Take the screenshots of the emails that I have With them and how they never mentioned.The device is not being there until after everything was done. Please let me know any other information that you may need as I greatly appreciate you helping me get this settled. 

  Business Response

  Date: 04/26/2024

  Hi ********, 
  
  Thank you for reaching out to us. As mentioned, the reason we are not able to honor your original quoted values is because three of your devices (Devices 1, 2, and 5) are all too damaged to test and two of your devices (Devices 3 and 4) are not authentic ******* devices. I have attached photos of the devices that we received. We unfortunately cannot honor your original quote due to these reasons and followed up with you on April 18th with your requoted value for the devices that we received. As mentioned on our website, in order for a device to receive good, average, or fair condition pricing, it must be fully functional and free of any account locks. 
  
  I am very sorry but we unfortunately cannot offer payment for your order because your devices are either devices that we do not purchase or they are too damaged for us to purchase. We would be happy to return them to you and are awaiting your return shipping address confirmation so that we can complete your return. 

  If you have any additional questions about your order please reach out to *********************************** we would be happy to help you!

  Thank you,

  ***** at GadgetGone

  Customer Answer

  Date: 05/21/2024

  Hello I have all of my emails. Where the shipping label was sent then I was in communications with them to let them know that I had taken photos and that the *********** had actually helped me box it up. And I have the invoice where they were to pay me $600.  And after I sent it, they told me they were gonna do the evaluation and then it wasn't until after that, they told me they were seen 3 of the Galaxy A 13's and that they could donate them for me, but that they did not have my S23 Ultra.  Or my a fifty which I know for a fact was sent. They make you clear it. Of course, so, there really is no proof of where the phone is right now but I even read several reviews about this place and I had told the gentleman about it, but then I was going to give the ******* and trust them and then this happens and now they have.  All of my phones and are trying to send me nothing except they will donate those phones. I never even had that many a13s period. I am starting to understand why everyone was complaining about this company. I just really wished it would not have happened to me but I had plenty of choices to sell my phone and I chose to stick with them but my $600 has gone to nothing and I don't even have my phone anymore. I do not want to have to get a lawyer involved.But this is completely unprofessional.And I see why people call it a scam. I can.

  Take the screenshots of the emails that I have With them and how they never mentioned.The device is not being there until after everything was done. Please let me know any other information that you may need as I greatly appreciate you helping me get this settled. 

  Business Response

  Date: 05/21/2024

  Hi ********, 

   As mentioned, the reason we are not able to honor your original quoted values is because three of your devices (Devices 1, 2, and 5) are all too damaged to test and two of your devices (Devices 3 and 4) are not authentic ******* devices.

  According to your order details, all of your devices were classified as fully functional devices when placing your order. While we do purchase faulty condition items, we need to be able to turn the device on and navigate through the device to test its features and make sure all accounts have been removed. 
  
  Unfortunately, the devices that we received either did not power on, were not authentic devices, or had LCD damage so severe that we could not navigate into the device settings to check for an account lock. If we are not able to verify the account lock status and test the majority of the device's features, we cannot purchase the device as mentioned on our website. This information was completely verified with you during our correspondence over the last month. 

  We are not able to offer a value for your items and have since returned them to you for inspection. If you have any additional questions or concerns please feel free to reach out to ********************************** for assistance.

• Initial Complaint

  Date:04/11/2024

  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 sent an iPhone 8 for payment back to me ~ $60. I shipped the iPhone using the GadgetGone **** tracking -> 9202 0902 6503 0001 1127 42. I have not heard back from them on payment instructions. I shipped a similar phone 2 days prior and already received payment.

  Business Response

  Date: 04/15/2024

  Hi ****, 

  I apologize for the confusion as it was not our intent to have you discouraged about your transaction. We first emailed you on April 4th with your evaluation details and have followed up every other business day since through email. Additionally, we sent you a text message on April 12th and 15th to confirm your order status and value. We have not received a response from you to any of our communication attempts. If you could reach out to us at your earliest convenience we would greatly appreciate it!

  Thank you,

  ***** at GadgetGone

• Initial Complaint

  Date:01/16/2024

  Type:Delivery 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.

  On December 26 2023 ,GadgetGone received a IPhone X that I send for sale. The order number is *******. Is more than 15 days and I dont have any information or payment from GadgetGone. I wrote several emails and no response.

  Business Response

  Date: 01/18/2024

  Hi ********, 

  Thank you for reaching out to us and I apologize for the dissatisfaction. We emailed you ************************ on December 26th, January 9th, January 11th, January 12th, and January 16th with your evaluation results and asking for guidance on how you would like to move forward with your evaluation status and payment. Our emails are sent from **************************************** and should be in your inbox or spam/junk folders. If you have a different email address that we can contact you through instead please reach out to us at ********************************** so that we can arrange for this for you. 

  I am very sorry for the miscommunication and technical issues as we have been attempting to contact you for many days and have responded to your email inquiries sent to our support inbox. If you have any additional questions or concerns regarding your order please email us at **********************************.

  Thank you,

  ***** at GadgetGone

  Customer Answer

  Date: 01/19/2024

   
  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:01/05/2024

  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 December 17, 2023 I mailed two iPhones to this company and they had given me a quote of $436.00 for one of them (iPhone 12 Pro **** and a quote of $91.00 for the other (iPhone xs) totaling $527.00 minus the shipping insurance which was $5 so it would be $522.00. I was informed by tracking they received the devices on December 26, 2023. It has been 11 days, 9 business days since they've received it. I was informed it would take 5-7 business days to evaluate. I have not received any email regarding their evaluation. I have emailed them 3 times in the last 2 weeks and have NOT received anything back. I've tried calling but the machine says they do not accept phone calls. When I enter my order number on the website it says "order cannot be found" even though I have confirmation from tracking they've received it. I would like a response. I would like to be paid. and I would like to be compensated for all the hardships and time wasted trying to reach someone. I'm looking for minimum $522.00 but would for more due to my wasted time and stress. order number is *******.

  Business Response

  Date: 01/05/2024

  Hi *******, 

  Thank you for contacting us and I apologize for the confusion. We have been responding to your emails and sent your evaluation email to ********************* yesterday afternoon. I have just emailed you again in an attempt to contact you. If you could please check your inbox at your earliest convenience to locate an email from **************************************** we would greatly appreciate you taking the time to do so!

  You are also welcome to email me personally at ******************************** for assistance and I would be happy to help you!

  Thank you, 

  ***** at GadgetGone

• Initial Complaint

  Date:11/14/2023

  Type:Billing 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 my iPhones to them on 10/17/23 and they received them on 10/23/23. They told me on their online estimate that I would receive $1109., ( order#******* ) to date I have received nothing! I have tried on many occasions ( emails ) to get an answer on when I would receive my payment but know one can tell me anything. Their online advertising says quick turnaround and highest payment, this is why I chose this company…
  
  I can not loose these iPhones it would be a grave hardship for my family!
  
  Please help me as loosing these iPhones will gravely hurt my family financially!
  
  Best Regards
  Michael Carrington

  Business Response

  Date: 11/28/2023

  Hi ******** 

  I am very sorry for the confusion and I would be happy to help. Per our conversation on November 6th, the reason for the delay in your payment is because we were not open for customer support on November 4th and 5th (Saturday and Sunday) when we received a few of your inquiries. We sent your payment on November 6th as seen in this email attached and in the receipt for your transaction. If you are still not locating your payment in your bank account, please let us know as it appears that the link has been redeemed. If the account details were entered incorrectly or link to an invalid bank account, Tremendous will automatically resend you your redemption link to try using again. However, we would be happy to help you further if you let us know if you received your link and have not received your bank transfer. 

  Looking forward to your response so that we can get your payment to you asap. 

  Thank you, 

  ***** ** **********

  Customer Answer

  Date: 11/28/2023

  
  
  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:11/14/2023

  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.

  I have contacted the company 3 times on their support page about this issue, to n avail, they have yet to contact me other than the initial email, which is attached, with the offer. According to the **** tracking number this was delivered on 10/23/2023, their website states as of 11/14/2023 they are working on shipments from 11/01/2023. I sent a ******* S10 and I would very much like to be paid. I contacted them on 11/01/2023, 11/10/2023 and 11/14/2023, they have not responded in any way.

  Business Response

  Date: 12/06/2023

  Hi ******, 

  Thank you for reaching out to us and I am very sorry to hear of the confusion. We have responded to all of your emails and I have attached a few emails of us doing so as well as your evaluation email for your order sent on November 9th. We have been attempting to contact ********************** and have sent your payment email to this email as well. After texting your evaluation details to you, we received a reply and have since completed your order and sent payment as requested. 

  We are always happy to assist our customers and have multiple platforms for us to reach you. I am very sorry if our emails were originally sorted to a location other than your incoming email inbox and appreciate your patience as we attempted to reach you. If you have any other questions or concerns, please do not hesitate to reach out to me

  Thank you,

  ***** at GadgetGone

• Initial Complaint

  Date:11/09/2023

  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.

  Business purchases used phones. I went through their process, and was offered $92 for my phone. I realize “condition” of an item is highly subjective but when they responded with a final offer they noted the device was in fair shape with deep scratching on screen and back. This is entirely false. Phone was in excellent condition. Then the low balled me for $26. I don’t even care about the money, it just seems they are lying about the condition to offer a lower price. That’s is just wrong and needs to be called out. I asked them to send the phone back.

  Business Response

  Date: 11/15/2023

  Hi ****** 

  I am sorry to hear about your dissatisfaction and would be happy to help. I took a look at your order and see that you placed a buyback order to sell a Flawless condition iPhone SE (2nd Generation) that was locked to the **** network. As mentioned on our website and in our email correspondence to you, our flawless condition category is reserved for devices with no noticeable signs of wear that can be seen with the naked eye. We provided photos of your device for transparency of the wear that we identified on the frame of your device. We also explained that the main reason that your quote changed was actually due to your device being locked to Consumer Cellular, not the identified wear. For smaller carriers like Consumer Cellular, ******** ***** *** etc. we have the option in our carrier selection process of "Other" for our customers to choose from. This option encompasses any carrier that does not fall into our Unlocked, Verizon, ***** *** ******** options. 

  After providing this explanation above through email and providing photos of your device as well, you asked us to process your custom quoted value and your transaction was completed. We are always happy to help our customers and provide photos of our evaluation results as well as one on one assistance to answer any questions you may have regarding your order results. If you do have any additional questions about this order or future orders, we would be happy to help you if you contact ***********************

  Thank you,

  Casey at GadgetGone

• Initial Complaint

  Date:10/30/2023

  Type:Billing 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 traded in two iPhone 13 Pro phones to gadgetgone under Order #******* for $1122. The phones were shipped with the provided label ********************** and delivered. I have not received an update or payment. I am seeking payment for the devices or return in the condition shipped.

  Customer Answer

  Date: 11/09/2023

  
  
  

  Please close this. The business has resolved my issue, my email provider was sending their emails to spam. Sorry for the trouble 

• Initial Complaint

  Date:10/24/2023

  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 10/10/23 Gadget Gone received my package containing two Flawless/ Brand new out of the box I-Phone 13's. I had sent the phones in after reading good reviews about the company, in years past I had dealt with another competitor to trade in my older electronics. I was initially told my phones would go under their evaluation process within 3 business days. Great! Look forward to seeing what they come up with. Both phones had been unlocked and cleared prior to shipping. Fast forward to 10/16 I emailed the customer service department to see if they had a status of my order. I was told by Kiara via email, they had not evaluated my package yet and I should be receiving an updated email within another 2-3 business days. That did not happen. I have been getting the runaround from this company since day 1. Fast forward to 10/20, still no response or update on my order. I emailed the customer service department again and asked for them to send my package back to me, just as I had sent it. I was told "I looked into your order and is in in the evaluation process and that I would be receiving an email by EOD 10/20". Funny how when I asked for my package back they mysteriously had it in for evaluation the same day. No email was ever sent. I sent another email today 10/23 asking for an update, also while trying to reach out to the customer service line with no luck. I am told by Skye W. "Michael sent you an updated email on Friday 10/20" This is bogus, Skye W. then sent a screenshot of said email. Email stated "one phone is still locked" "One phone has light scratches and they needed to take off money from my previous quoted price". Interesting, seeing how the phones were not ever used, they came out of the box new. I have emailed them asking for my package to be sent over night back to me and they refuse to respond. I need assistance with getting my items back. This company cannot be trusted, I have gotten the runaround and now I am afraid my items will be damaged upon return.

  Business Response

  Date: 12/06/2023

  Hi ***** 

  I am very sorry to hear about your dissatisfaction with your experience and would be happy to assist you. I took a look at your order details and can confirm that you placed an order for two flawless condition iPhone 13's. We mention on our website that a flawless condition device must be free of any account locks and must not have any noticeable signs of wear. We notified you that your devices upon evaluation were found to have very light signs of wear and that one of your devices was iCloud account locked. We provided details on how to remove your iCloud account information as well. Unfortunately, we are not able to purchase iCloud locked devices from our customers. After receiving your response that you would prefer to have your order returned, we promptly sent tracking for your return. 

  I am also very sorry for the delays that you experienced. As we mentioned in our emails to you, with the most recent ***** releases, our processing timeline was extended to account for an influx of trade-ins and we provided you with updates as requested on where your order was in the evaluation process and what your expected wait time was for your evaluation and payment. I am again very sorry for the extended wait time as that was not our intent. We have since hired 4 more additional team members to prevent this from happening during the winter holiday season and remain in a 1-2 day testing timeline. 

  If you have any additional questions or concerns regarding your order please let me know and I would be happy to assist you. 

  Thank you,

  Casey at GadgetGone

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: I am not falling for your bogus responses like you do with all these other customers. I have read your reviews, your organization has a ton of complaints and your answers are always the same...putting the blame back on the customer. I sent you two flawless I-phones. One came back with scratches on it that were not there before. This is unacceptable. It is interesting enough, the I-Phones were examined by a competitor of yours and I was told I would receive full payment minus the scratches that were caused by your company. I want remediation in the form of payment for the damaged phone. as it was $60 less then what I could have gotten for it. $60 seems very reasonable and fair given the bs and runaround I have gotten from Gadget Gone.  I expect a response, as I have waited over a month for an initial response from you from my initial complaint. You should be ashamed of yourselves and the way you do business.
  
  
  
  Sincerely,
  
  
  
  **** *******