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:09/25/2023

  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 submitted an order to sell 20 iPhones (6s Pluses and 7's) for $755 total in their accurate conditions of 16 flawless, 1 broken, and 3 good. I received an email back that most of the devices had heavy scratches (when they had none, I even wiped them down to remove dust and fingerprints). They re-quoted $459 less at $389 now... It is unacceptable that they either damaged the devices while and are reducing my quote for that or are misleading the device conditions to pay me less for them.
  I had done one order previously without issue, but this one has gone completely awry! I need this resolved.

  Business Response

  Date: 10/25/2023

  Hi **** 

  We're sorry to hear about your dissatisfaction as that was not our intent. While you have placed previous orders with us that were processed without issue, this most recent order in September did not unfortunately match your original description. As you stated, you submitted most of your devices to have been in flawless condition but many of them did show minor to moderate signs of wear. We provided photos of all of the signs of wear that we found on your order and were able to provide you with a value that met your standards. From there, we promptly sent your payment to you which has since then been received and redeemed by yourself. 

  We also recommended photographing your devices in the future so that you have a record of what condition your devices are in ahead of sending them off for buyback. We are also always happy to provide an explanation and photos of our findings for our customers to reference and would never expect our customers to accept a quote that they do not feel comfortable with. 

  If you have any other questions or concerns regarding your order please feel free to reach out to ********************** so that we can provide further assistance.

  Casey at GadgetGone

  Customer Answer

  Date: 10/26/2023

  
  
  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:05/02/2023

  Type:Service or Repair 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 sold my unlocked iPhone 7+ to GadgetGone on April 15th 2023. I shipped out the phone on April 16th and they received it on April 17th. I didn't here from them until April 27th and they tried to tell me that my iPhone was not unlocked even though **** had unlocked it years ago and they lied and said that it had a pin lock/passcode on the screen preventing them from restoring and completely testing the device. I made sure that I signed out of my ***** ID before I erased and reset the phone to be shipped out. I've done this same process several times on my older iPhones and other family members phones before we sold them. I just want them to pay me the $73.00 they quoted me for my phone or return it back to me if they're not going to pay me for it.

  Business Response

  Date: 05/17/2023

  Hi *****, 

  I'm sorry to hear about your dissatisfaction as we did originally receive your device with a pin lock on the home screen. After restoring the device after contacting you, we were able to remove the pin lock and continue with our evaluation. We found your device to be in 'Fair' condition instead of good condition because of heavy scratching on the screen. We do offer free returns for any reason and you chose to have your device returned to you free of charge due to the scratching and because we could not offer your original value of $73 with the scratching present. Your order has since been returned to you. 

  Thank you!

  Customer Answer

  Date: 05/18/2023

  
  
  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:04/03/2023

  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.

  Please contact Gadget Gone and request they either:
  
  1) pay me the $85 they agreed to for theiPhone SE I sent to them with a delivery date of 3/21/23; or
  2) immediately mail me back the phone to my home address.
  
  I have emailed Gadget Gone three times for a response, and they have not replied.

  Business Response

  Date: 04/03/2023

  Hi *****, 

  We have been responding to your emails promptly. Attached are screenshots of emails sent to [email protected]. We completed your evaluation and sent you an email in the advertised timeline regarding your order. You should be able to find these emails by searching for '****************************' or '**********************' in your email inbox. If you can please respond with if you would like to proceed with the good condition $61 offer or have your device returned to you free of charge, we would greatly appreciate it so that we can process your order. 

  Customer Answer

  Date: 04/04/2023

  
  
  Better Business Bureau:
  
  
  
  I reviewed the response made by the business in reference to complaint ID ********.  I have not received any of the seller's emails in the screen shots they included.  This is despite my request that that use an alternative email:  *****************.

  If the seller will send me the $61 Amazon E-Gift Card to my ***************** email tomorrow, I will accept their offer.  

  
  Could you please forward my response to them, and specifically request they correspond, and send the Amazon E-Gift card to me, using the following email address:  *****************?

  Thank you.

  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service 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 never received payment for my phone. I have contacted their support several times but have not gotten a response.

  Business Response

  Date: 03/09/2023

  Hi there, 

  We are sorry to hear of this response. We sent the customer their payment of $45 in December of 2022. We have also provided the customer with screenshots of the payment receipt showing that their payment has been sent. I just resent it as well again so that it is in the top of their inbox for reference. According to banking statements, the payment we sent the customer has been claimed.

  We did check in with a few of our competitors and noticed that the customer has also placed an order with BuyBack boss over the past month and are wondering, seeing that it is nearly 3 months since the customer's payment has been accepted and received according to banking statements we are worried that the customer may be trying to contact another company and not us. We have followed up with the customer but have not received a response. Attached is our email asking the customer to verify the order number so that we could provide further assistance. 

  Thanks

  Business Response

  Date: 03/27/2023

  Hi ******* 

  I apologize for the confusion has we have more than one customers with the same name and based on the time of your complaint, we thought this was in reference to an order reviewed in December of 2022, and not May - June of 2022. 

  I took a look at your order and it looks like you requested to receive a mailed check of $78 which was sent to you in June of 2022. If you have not received your mailed check, we would be happy to send you another as it looks like you have not deposited it yet according to our banking records. Alternatively, we can send your payment to the payment email that you have stored in your customer profile. 

  Let us know how you would like to proceed at your convenience. 

  Customer Answer

  Date: 03/29/2023

  
  
  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.

  Please have them send a check to me at *** ********** ****** ******** ** ***** 
  
  
  
  ****** ******

• Initial Complaint

  Date:02/03/2023

  Type:Customer Service 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 mailed an iPhone SE (2020), 128GB, unlocked to GadgetGone to sell it to them. Took photos of front and back of the phone. Packed it in the original box with all the instructions and the charging cable, packed in a ton of bubble wrap. The phone was in like new condition, having never been taken outside the house and only used as a hotspot, with zero scratches on either the front or back. The first email from GadgetGone claimed that the phone was in "fair" condition with "Heavy Scratching” and offered $52, well below the $167 listed on their website . I responded to send the phone back to me. They revised their offer to $67 and after I declined, then to $92. I again declined and told them to send the phone back to me. There is simply no way that this phone is in any condition less than “like new”.
  I just received the returned phone, but just the phone. None of the original packaging or charging cable were returned to me. The instructions on their website ************************************************************* say to "Gather any accessories that are necessary to the function of your device and include them in the package. Some examples would be *watch bands*, *power cables* for gaming consoles, etc." Basically they stole these items from me and it makes it harder for me to sell the phone to another buyer without those items.
  I see multiple other complaints on BBB indicating the same situation. This company shouldn’t have an A+ rating.
  Date of first email with device evaluation from Gadget Gone: Jan 20, 2023
  Order ********* 

  Business Response

  Date: 02/08/2023

  Hi there, 

  We reached out to the customer through email last week and followed up this week. 
  
  
  I would again like to apologize for the misunderstanding. We state on our website that any accessories that are not needed for device function do not need to be sent to us and that they are recycled upon arrival. Watch bands and gaming console power cables are considered necessary for function on some devices but the charging cables for iPhones and their original boxes are not considered necessary for normal function which is why we ask that they are not sent to us. We have hundreds of USB cables that we personally use to charge and test devices in office and pairing previously used devices with previously used cables and accessories unfortunately does not increase the resale value for future customers. This is why if you look at any of our sales platforms, you will notice that we only send out brand new accessories in original factory plastic to future customers. We did not intend for you to feel like we 'stole' your accessories as that was not the case.
  
  
  I would also like to apologize if you felt that our pricing was deceiving. Skye provided photos of your device for clarity and the 'heavy' scratching that we identify is any scratching that can catch or be felt by the tip of a fingernail. The original pricing that was offered to you is based off of our website for fair pricing, the second value is the fair pricing + the return shipping costs that Skye offered you, and the third value offered was what I personally calculated. This value is based on what we can purchase the device at while factoring in variable factors of running a business like labor while negating any profit we could potentially make on the item. The price is essentially our 'break even' point and I did not mean for it to be insulting in any way. 
  
  
  Again, your replacement accessories are on their way and I will be sending over your payment today. If there is anything I can do to improve your experience or review with us please let me know and I am happy to help!
  
  
  Thank you, 

  Casey R. / People Operations Manager

  
  

  Customer Answer

  Date: 02/11/2023

  
  
  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. The business has indicated that they intend to update the instructions on their website to indicate that accessories should not be shipped with devices. Currently the "shipping checklist" still indicates that accessories should be included and the correct instructions are only available on their FAQ page.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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 communicated all the way up until receiving the phones which were 2 brand new sealed iphones pro *** 256gb, they received them the email said within 2 days I'll be paid I haven't heard anything from them nothing and that's alot of money to just be silent about at least communicate this is bull c*** I just want my payment now!

  Business Response

  Date: 01/06/2023

  Hi there,
  I reviewed the case and just wanted to clarify that we have been in almost daily contact with this customer for over a week regarding your evaluation and payment status. We sent the payment as promised but PayPal put the payment on hold because the value was over $500. We then let the customer know that he could wait the 48 hours that PayPal takes to review the payment or that he could refund the payment and elect to have the payment sent a different way. The customer elected to refund the PayPal payment and the payment was resent in under an hour to the customer as a virtual **** giftcard. The customer was paid promptly as promised.

• Initial Complaint

  Date:12/06/2022

  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.

  In early Oct 2022 I sent an Apple Watch 4S-44mm - GPS, along with the original packaging, power adapter, and band to GadgetGone. It was received by GadgetGone and processed on Oct 12. I was advised the condition of the watch was not as expected, and the offer was less than half of the original offer. I elected to have the device returned as the revised offer was less than the value of a used watch band alone (not including the watch or power cord). When I received the return, only the watch was returned, no box, no cable, and no band. The original email with the offer has a link to preparing your device for shipment. That document specifically instructs, "Gather any accessories that are necessary to the function of your device and include them in the package. Some examples would be *watch bands*, *power cables* for gaming consoles, etc."
  
  The result is I'm forced to buy the accessories I lost in the attempted sale to GadgetGone. When I mentioned this to the representative, there was no recourse offered.

  Customer Answer

  Date: 12/22/2022

  ***** *******
  
  8:07 AM (30 minutes ago)
  
  to me
  
  
  
  Hello,
  
  
  
  I did hear from the company. They offered to send either the replacement watch band and charger or $25. I asked them to do two things: 1) update their website to not recommend sending these parts with the device and 2) send a replacement watch band like I sent. I told them I didn't need the charger. I advised them I'd update the BBB case accordingly with a satisfactory solution if these two conditions were met.
  
  
  
  The communication was on Dec 12 and I've not heard from them.

  Business Response

  Date: 01/05/2023

  Hi there,
  
  We have responded to the customer through email and relayed to the customer that we have been in contact with our website developers to update the mistake on our website, as our FAQ page and terms and conditions ask customers to please not send accessories and warns of their disposal. We also sent the customer brand new Apple Watch accessories as requested.

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 my cell phone in to sell it. They are claiming it was received destroyed in order to not pay the advertised amount.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Unfortunately this customers device arrived completely shattered. We have video footage from our receiving area showing broken glass shards coming out of the package when it was opened.
  
  While a very rare occurrence, it does seems this device was damaged in transit. We have returned the device to the customer.
  
  
  Consumer Response /* (3000, 7, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated in this statement, it was damaged in transit, not while in my possession as previously assumed by the company. The pre paid shipping label provided by the company should have included basic insurance on their end for such possible damages. As of today, I'm still waiting on receipt of the product that was not damaged when shipped.
  
  
  Business Response /* (4000, 11, 2022/10/31) */
  This device was returned to the customer. We shipped the device back with signature confirmation but the customer wasn't available to sign for the package at the time of attempted delivery. The USPS tracking number is **********************.********** will need to go to her local post office to sign for and receive the package.

• Initial Complaint

  Date:10/11/2022

  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.

  Mailed an iPhone X, 64GB, unlocked to GadgetGone to sell it to them. Took photos of front and back of the phone as well as within Settings to show the unlocked status and battery condition. Packed it in a ton of bubble wrap. The phone was in very good condition, with zero scratches on either the front or back (it had had a glass protector on it which was taken off just prior to shipping it). The photos we took show zero scratches.
  
  The first email from GadgetGone claimed that the phone was in "fair" condition with
  
  "Deep Scratching: There are deep scratches on the screen that can be felt with a fingernail when going over
  Heavy Scratching: There is heavy or deep scratching on the screen of the device"
  
  After sending GadgetGone a video of the front screen, showing zero scratches, they revised their offer by a few dollars, from $82 to $97. On their website, they list Flawless as $161, Good as $131, and Fair as $82, so this revised offer is still closer to Fair than Good... on a phone where our photos taken as we were packing the phone show no scratches or damage whatsoever.
  
  There is simply no way that this phone is in any condition less than Good.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Hi ***** sorry to hear you were unsatisfied with your experience. I'm unable to find an offer under your name. Can you please provide your offer number so we can look into this situation?
  
  Thanks!
  
  
  Consumer Response /* (2000, 7, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The order was under my daughter's name. It took several iterations, and GadgetGone was never honest in their communication, but GadgetGone did ultimately honor a valuation of "Good" for the phone. I cannot recommend doing business with this company, but if you do, take a lot of detailed photos of the phone and be prepared to have to fight for a fair valuation.

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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.

  The gadget gone website showed a value of $178 for my factory unlocked 256GB iPhone XS on 8/31. . Based on this, I sent it in to them. The tracking number showed it was delivered to them on the 6th although they did not acknowledge it until the 9th. On the 15th, I received an email stating that because the screen has been replaced with an aftermarket screen, the new offer was $25. Mind you, right now, today their website shows a value of $115 for an unlocked 256gb iPhone XS with a cracked screen. This simply does not make sense.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Hi there! Since posting this complaint, the customer has been paid an agreeable amount for the device.
  
  Regarding the condition categories, LCD issues can be indicative of other issues such as water damage, logic board damage, etc. That is why, by default, devices with faulty LCD's are classified in our "broken" category.
  
  Thanks!