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:02/09/2024

  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 gave them a phone for trade in. I called and also gave them the correct address over the phone and email. They still lost my package. I want a replacement for an iPhone 15 pro *** as it was shipped by them to the **** in ******* instead of the *** in *******. They have caused monetary damages and emotional pain

  

  Business Response

  Date: 02/19/2024

  We appreciate your feedback and apologize for any inconvenience caused. 
  
  Our records show that the customer's package was successfully delivered to the specified address at a *** Store in *******, **. According to **** Tracking number **********************, the latest update confirms that the item was received at the location on February 9, 2024, at 12:15 pm. Subsequently, we confirmed with the *** Store, and they informed us that the customer had picked up the package later that evening.
  
  Should the customer have any more questions or concerns, they are welcome to contact us by phone at ************** or via email at *****************************************.
  
  

• Initial Complaint

  Date:01/29/2024

  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 trying to sell my phone with this company but they offered a lower price than I was going to accept and now they are holding my phone hostage if I dont pay $20 for this company to return my phone. I would like my phone sent back at no charge to me.

  

  Business Response

  Date: 02/04/2024

  Hello,

  We do not offer free return shipping on items that are discovered to be linked to a payment plan with a cellular carrier. Our website specifies that devices must be free of financial obligations, leases and contracts. In such scenarios, we would ask the customer to cover the return shipping.
  
  We appreciate the customer choosing to sell to us and welcome them to re-submit their trade-in as soon as they have fully paid off their device. 

• Initial Complaint

  Date:12/13/2023

  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.

  My order #****** arrived on Dec 6th. Now on their website homepage it claims that payment is made the next business day but that's apparently false advertising. It's now the 13th and I haven't got any response about the inspection or what's going on. I'm now worried this is a scam. It even said next business day on the website I found this from (sellcell). I understand there is a $15 fee for fast processing but thay should be clearly stated on the homepage. And It should clearly state the actual amount of days for regular orders.

  

  Business Response

  Date: 12/17/2023

  Hello and thank you for your feedback.
   
  We apologize for any confusion caused by our homepage. Rest assured that we are honest and transparent in our business practices and would be happy to provide more clarity here.
  
  Standard processing has and continues to be 3-5 business days. However, we do offer optional Expedited Processing at checkout that guarantees one business day turn around time. However, as of early December, due to a spike in trade-ins received this holiday season; for a temporary period; our standard processing time has moved to 5-7 business days.
  
  Device(s) still go through the standard waiting period as mentioned on our FAQ's > www.buybacktronics.com/faq > How does it work?. The only time we inspect and pay on the same day the item is received is when the "Expedited Processing" option is selected at checkout.
  
  Again, we appreciate the customers feedback and apologize for the confusion. 

• Initial Complaint

  Date:11/01/2023

  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.

  Hello,On October 15th, I sold my device to ************** with ORDER NUMBER: ******. After receiving my quote, ************** provided me with a ***** prepaid label for shipping my item to them. I shipped the item back to **************, and the tracking information confirms that the package was delivered on October 24th. Following the delivery confirmation, I reached out to ************** customer support to inquire about my orders status, but I received no response.Since that date, they have been ignoring my attempts to contact them.I am still awaiting my payment, and I selected ***************** with the insurance option, for which I paid $15 + $8. If they continue to ignore my requests, I am considering sending a demand letter to address this matter through legal means, as they have not fulfilled their promise. Please either send my payment or assist me in retrieving my device.

  

  Business Response

  Date: 11/11/2023

  Hello and thank you for your feedback.
  

  Our email records show that the customer reached out to us via email on 10/30/23 @ 4:57PM EST. and was sent a response on 10/31/23 @ 9:03PM EST. Our customer service team is fairly quick and diligent with their response times. 
  
  We are waiting for a response from the ***** route manager regarding this situation as there is no physical sign of the package being delivered to us.
  
  Additionally, the signature of the person that signed for all our ***** packages on 10/24 is not the person that signed for the customer's package. Nobody with the first initial or last name; **************; works at our company. We have attached proof of delivery of the customer's package compared to a package from a separate customer delivered 3 minutes prior, both packages signed by two different individuals, one works for us, the other an unknown soul. Proof attached to this response. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20801936
  
  I am rejecting this response because:

  Im uncertain why the package was signed for by an unknown person, as you mentioned. The package was shipped using your prepaid ***** shipping label, which is unusual. I securely packaged the device with bubble wrap inside the box. Furthermore, when I submitted my device, I opted for shipping with insurance by paying an additional $8. Therefore, since your label was insured, if ***** misplaced the package or delivered it to the wrong address, youre responsible for recovering the package or reimbursing me. I hope this information clarifies things. Thank you.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/06/2023

  We have reached out to the customer directly for further details to initiate claim with ******

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20801936
  
  I am rejecting this response because:

  Thank you for your response. I have already shared the necessary information with you via email. Kindly check your mailbox at your earliest convenience. Thank you.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/17/2023

  We have been working with the ***** security and route manager to investigate this case.
  
  The investigation concluded that this was a case of an altered recipient address on our shipping label. The package was found to be a small empty envelop that was discarded by an employee at a nearby stop which the label was address to.
  
  At this current time, we have closed this case and can no longer proceed any further.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20801936
  
  I am rejecting this response because:

  This is a false accusation, as I contacted ****** and they confirmed that it was indeed a package. Additionally, I sent you the **** of my device as you requested. Now, you are claiming that it was empty. Do you have any proof to support this? Whom can you trust? It seems like your company might be involved in fraudulent activities. Ive read numerous reviews about your company, and many customers have reported similar issues, labeling you as scammers. If you believe the package was lost, you previously offered me insurance, and thus, you are responsible for reimbursing me since I sent you my device. I intend to file a police report regarding my missing device. Furthermore, I will be sending you a demand letter for your business practices, which violate policies by not providing the reimbursement when required. Thank you.

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

  

  Business Response

  Date: 01/18/2024

  Here's some info for BBB to review. Some information such as names have been blacked out to maintain privacy and confidentially of the individuals involved in the exchange.

  Attached is screenshot of correspondence with our Regional Account Manager, they work directly with route managers and the ***** security team to help businesses like ours investigate delivery issues. The conclusion was that this was an attempt to commit mail fraud.

  Additionally, ***** has also declined the claim that we filed for this package.

  

  Business Response

  Date: 02/04/2024

  We had sent a message directly to BBB on 1/18/2024 with further details regarding this case. We look forward to BBB's review and response to that message. 

   

• Initial Complaint

  Date:10/25/2023

  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.

  I sent them to iPhone 13 pros in Christine condition. I have photos of both phones for proof. They are sending me a picture of a silver/gray phone with damage and telling me that that is one of the phones that I sent them but I sent them a black phone and a blue phone.
  
  I was told to provide the IMEI numbers for the phones I sent them. After providing those they are insisting that the damaged silver phone has one of those numbers. They are completely lying and I am getting nowhere with them. I have documentation from our cell phone provider that those numbers belong to a black phone and a blue phone, not a silver/gray one.
  
  The first photo is our phones that we sent them. I have photos of the phone that they said we sent them along with a copy of the email saying that the number matches.

  

  Business Response

  Date: 11/06/2023

  Hello and thank you for your feedback.
  

  We are sorry to hear about the customer's experience with us. 

  Our records indicated that the phone was never claimed to be silver. Our reps simply provided images to show the wear and tear on the back of the iPhone that were disputed, however, the customer refused to believe it was theirs, claiming they did not send a Silver phone.

  Our reps further explained that due to bright lightning in our facility, the picture provided of the back of the iPhone appeared lighter due to the angle it was held and the reflection against the back glass of iPhone. Subsequent videos, along with proof of the IMEI were also provided to the customer showing the effect of holding the phone at different angles against bright light. The IMEI in the video matched the IMEI provided to us by the customer.

  We have attached proof of the same phone being held at different angles, appearing as two different shades due to the reflection of the ceiling lights at our facility.
  
  We have been in contact with the customer and have resolved this case. 

   

• Initial Complaint

  Date:10/23/2023

  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.

  BuybackTronics is a real company. Their one call center agent is good. The process is simple and easy.
  
  On one of my trade-ins I had an issue and my device needed to be returned to me. So I PAID $20 to have my device mailed back. Which I had no problem doing.
  
  That’s done and as some time goes by I check in on the delivery and they told me it was delivered.
  
  Long story short I provided video footage of the carrier stopping and driving by twice. There’s no footage of the package going in my mailbox ! Some agents are known to stop by scan just to show it as delivered. I’m not saying that’s what happened I learned this information from other people with similar issues.
  
  
  Then they tried to tell me that there’s 20 second of the video was skipped.
  
  I screen recorded the video to show them that nothing was skipped or edited. They now flipped the switch and told me that there’s nothing else that they can do.
  
  What doesn’t make any since is why would you mail a valuable device back that doesn’t have any signature required! Then they used USPS to ship the package back. They aren’t as reliable as *** OR *****. I even showed them the reviews of the post office and how many people had this issue before ! They keep trying to tell me there’s nothing more that could be done !
  
  They are responsible because why would you send a package of high value back without a signature! Please have someone reach out to me and help me with this.
  
  The desired settlement is a refund (Trade-in amount) or a replacement. +$20 paid for the return.

  

  Business Response

  Date: 11/05/2023

  Thank you for your feedback and for your repeat business.

  We apologize for the issue the you have encountered with your missing package. Our claims department had filed a claim with USPS that was denied due to their investigation indicating successful delivery of package. Proof of denial has been attached.

  As far as reliability is concerned, this will be our first claim filed via USPS for 2023. They have been historically reliable for us.

  We suggest making a trip to your closest USPS location and ask to speak to the post master regarding this. If the mailman missed the delivery of the package and left it in their truck, the local post office can initiate a search through their lost/unclaimed goods section where the package could have ended up.

  

  Business Response

  Date: 11/21/2023

  We thank the customer for their feedback.
  
  We reiterate that USPS has been historically reliable for us and we are saddened to hear that the customer has not had a similar experience with USPS. We have found no reason to switch carriers thus far.

  Due to the outcome of USPS's investigation, have reached out to the customer directly to offer other alternatives/resolutions.

  Customer Answer

  Date: 11/27/2023

  
  
  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. We have an agreement and resolution. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/05/2023

  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.

  We entered into an agreement for me to send my phone in for the price of $450. They say that my phone was on a payment plan, when it was paid off. They reduced the amount to $230. A significant difference than the agreed upon amount. They say that according to their terms and conditions I accepted this vastly reduced price, but I did not receive their emails.

  

  Business Response

  Date: 06/30/2023

  Hello,
  
  We appreciate the customer's feedback regarding the transaction and are saddened to hear it did not meet expectations.
  
  Our records show that the quote for the customer's iPhone 12 Pro Max was dropped after our inspection team found the phone to be in worse condition than described, in addition to being locked to **** and on a finance plan. However, having just ran an ESN check on the customer's phone, we no longer see it linked to a payment plan. It is likely there could have been a waiting period associated for the finance status to reflect accurate information after the device was paid off. We do apologize for this and will be contacting the customer to provide a resolution.
  
  An email was sent to [email protected] on 02/23 as well as a reminder email on 02/27, informing them of the adjustment to the quote. However, we did not hear back.
  
  As per our terms and conditions, the customer has three days to respond to the email or call us to either accept or decline the adjusted quote. Unfortunately, since we did not receive a response within the specified timeframe, we sent a payout for the adjusted amount on 02/27.
  
  On 05/25, customer contacted us via email stating they did not accept our price and wanted their phone back. 
  
  Unfortunately, the phone had been re-sold by then.

• Initial Complaint

  Date:03/27/2023

  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 mailed this company three iPhone 11’s. A lavender 264GB in good condition, A white 264GB in fair condition and a red 64GB in fair condition. I was offered $202 for the lavender 264GB and $137 for the white 264GB and $102 for the red 64GB. Package was received at their facility on 3/20/2023. On 3/23/2023, I received an email stating they would pay me the $102 for the red phone, but that the other two were not in the package. Sent me footage of my package being opened with the red phone and foam inserts and nothing else. Someone stole the highest valued phones out of the package. Just because they send a video of package being opened doesn’t mean in the three days between them receiving the package and when they sent me their updated shipping fee that someone didn’t open it and take the phones and reseal it. I see others have had the same thing happen to them. They said to contact *** who shipped the package, but I can’t make a claim as the sender.

  

  Business Response

  Date: 04/07/2023

  Hello and thank you for your feedback.
  
  We are saddened to hear about the customer's experience regarding the two(2) missing devices.
  
  *** delivered the package at 03/20/2023 - 8:56:18 AM - Tracking #******************
  
  About 2 hours later, at 11:04:01 AM, we scanned your package and informed you via email that it was received. We opened your package at 11:04:50 AM as shown in the timestamp of the footage provided.
  We have reviewed all footage from the time the package was delivered by *** to when it was opened. We can confirm that there was no evidence of tampering found within our facility. We want the customer to rest assured that we take theft concerns very seriously and closely monitor all operations within our facility with 24/7 surveillance.
  
  Having said that, item count discrepancies are not a rare occurrence. In other words, customers can state they will be sending 5 items (for example), but can choose to send us more or less items at anytime, whether intentionally or otherwise. For this reason, we decided to follow our standard 3-5 business day inspection turnaround time.
  
  It was not until we received the customer's response that the concern of theft was raised.
  
  We are very sorry that *** was unable to assist the customer in this matter, we have initiated a claim with *** for the missing items. They will carry out an investigation and inform us of the outcome. We will keep the customer updated throughout this process.
  
  For further assistance, we can be contacted by email at *********************** or call at ** ***** *********

  

  Business Response

  Date: 05/08/2023

  We have fully investigated this issue internally and can say with full confidence that we found no evidence to indicate theft at our facility. We looked at footage and followed the package from delivery to unboxing and did not find it being touched at any point between delivery and unboxing. Our facility has CCTV camera's everywhere, monitoring activity 24/7.
  
  ?Our safety systems are designed to ensure that our customers can trust us and have peace of mind when they entrust us with their property. We take every precaution necessary to guarantee the security of our customer’s property. Furthermore, reputation is everything for our business and we want to assure our customers that we operate our business with the highest level of ethics and integrity.    
  
  We request the customer to reach out to us via email or phone to discuss a resolution. 
  

  Customer Answer

  Date: 05/09/2023

  
  
  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:02/24/2023

  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.

  I mailed my device over to BuyBackTronics then they reduced the price offer ($35) due to the screen was supposedly all scratched up which it was not when I sent the device to them. Unfortunately I didn’t take pictures before I sent the device as I was thinking they were a reputable business. They sent me back pictures which did not reflect the condition it was in prior to mailing the device.
  I agreed to the lower priced reluctantly because having been out into a position where either I get my phone back in a state that was worse than when I mailed it off or I take a reduced amount, since I wanted to get ride of it as either the carrier or BuyBackTronics damaged the device but made it clear I was displease with the issue and will be voicing my complaints with BBB.
  This then caused them to choose not to accept my accepting the reduced amount and send my phone back to me.
  I called once I saw this has happened and talked to a lady who said they didn’t want to accept the phone if I wasn’t satisfied with it but wasn’t satisfied with it because they or the carrier damaged my phone. Then she said they damaged it but wanted me to be happy with the offer and since I wasn’t they sent it back.
  Once I said thank you for admitting you guy damaged my phone, she quickly realized what she said and said oh I didn’t say that.
  
  The email they have is **************************** as that is from hide my mail on iOS.
  
  Trade in #: ******
  
  Attached the picture they took of my device. I have no pictures of the device prior to sending it to compare with.

  

  Business Response

  Date: 03/13/2023

  Hello and thank you for sharing your feedback.

  We are sorry to hear that you were displeased with our assessment of your device.

  We can confirm that the damage did not occur at our facility, contrary to what you may or not may have been told. We have reviewed footage and can confirm that all protocols were followed to ensure we treated your device with the highest level of service and care while it was in our possession.

  Having said that, while we do still maintain that your device did not fall under "Good", we do, however see that you did agree to a reduced amount, as such, we are offering to send you a free shipping label to buy back your device at the same reduced price.

  If you feel this is a fair resolution, please email us at [email protected] for further assistance. 

• Initial Complaint

  Date:01/26/2023

  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.

  Buybacktronics sent me a prepaid shipping label to buy my iPhone. I sent it off to them and ***** said they refused the package and it was sent back to me but the contents of the box the iPhone inside was gone.

  

  Business Response

  Date: 02/22/2023

  We are sorry to hear that the customer's experience with us was not a positive one.

  We want assure the customer that we conduct business with the highest level of care and ethical standards. Our commitment to these values is reflected in our policies, procedures and practices that guide us in conducting business responsibly with integrity.

  Upon checking records, we see that the package was refused at the time of delivery because it was found to have arrived empty. While this is done to prevent fraud, we realize that there are situations where something may have occurred when the package was in transit to our facility. As such, we have opened a claim with ***** which we will have an update on very soon.