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:03/13/2024

  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 offered $480 for a MacBook ******** had only been used four times. When I sent it to them and got a response weeks it had gone by and my bills were due. They offered me less without any issues other than minor paint scratches and the power cord was not original and it was original the product was flawless. None of them true I used it four times four years ago. I sent it to them in the original box. I got $400 which is almost 20% less & the condition was that of a brand new model. I knew that if I had asked for it back I would have to pay and if been better off keeping it or selling it on ***** Im buying the new model, I work in real estate as an agent and had to pay $2000 is fees soon, and housing market is not doing well. I just want the total amount they offered me I never spoke to them unfortunately anyone I had a case of the flu. They basically got my product low balled me once they had it and I took it because Im not using it. I was taken advantage of and they reduced my payment by 20%

  Customer Answer

  Date: 03/13/2024

  I felt like I gave them a flawless MacBook Pro and was taking a loss at $480!  Then they tell me nonsense about microscopic stuff and a power cord that was the only one I had that size. Easy

  Business Response

  Date: 03/19/2024

  Hi,

  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation. Upon our evaluation, we discovered that the device has slight scuffing on the lid as well as signs of paint wear, and this condition can worsen over time. Lastly, the charger included was incorrect. Due to these findings, the price has been adjusted.

  It is worth mentioning that we offer a reinspection option whenever our customers are not satisfied with the initial results. We noticed that the customer did not request a reinspection and proceeded to approve the offer. Unfortunately, the customer never reached out to us to discuss the issue as such we have no knowledge about their concerns. As we value customer's satisfaction, we have reached out to the customer directly and offered a resolution.

  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21425807
  
  I am rejecting this response because:  I felt like I gave them a flawless MacBook Pro and was taking a loss at $480!  Then they tell me nonsense about microscopic stuff and a power cord that was the only one I had that size. Easy
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2024

  Hi,

  We understand the customer's concern. We want to emphasize that we are simply conveying our findings: the device has been identified with signs of paint wear and minor scuffing on the lid. For a device to meet the criteria of being flawless, it should be in almost perfect physical condition. Based on the reported issue, it is determined that the device does not meet the flawless condition standard. Customer satisfaction is of utmost importance to us, which is why we proposed an additional payment, to which the customer accepted. We are confident that the offered payment is equitable considering the condition of the device.

  Sincerely,

• Initial Complaint

  Date:03/01/2024

  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 gonna sell my laptop to them an Asus Zephyrus G14 laptop to them and they said they were gonna give me 455 dollars, I agreed and packed my laptop to them and sent it to them on January 13th I even payed 5$ extra for insurance for the device, keep in mind my laptop was in a good condition meaning the speakers worked fine, the screen was clean without any holes in it, it had a few scratches on it, I took a video of the device prior to sending it to them in case they tried to pull anything and not to my surprise when they received the device they claimed that the audio wasn't working, the up key was detached, the screen was damaged, and that laptop was broken and they lowered their offer to 110 dollars. I was appalled and asked for a re-evaluation and they said the same number so I asked them to send me back my device, they sent it back to me and they had damaged my device and lost the up key somewhere, either they damaged it or it was damaged in transit, but I asked them to send me my money again and I sent them the proof I had of the device being perfectly fine with me and they said that they can raise their offer to 300 but that is the maximum they will go to, I asked them to issue me money to buy the same device from best buy and they were like either you accept the 300 or we're sending it back to you. this is unacceptable, I have proof of their damages to my device and would like them send me the rest of the money for the device which is ******** which is 1200 (including tax), or they can send me a new device.

  Business Response

  Date: 03/14/2024

  Hi,

  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation. Upon our evaluation, it became evident that the device submitted was misrepresented during the offer process. The physical condition of the device did not align with the description provided, as it exhibited cracks, frame separation, and a bent frame. These issues could potentially compromise the functionality of the device, requiring extensive repairs such as complete disassembly and replacement of the housing, as well as repair or replacement of the speaker due to low muffled sound. Additionally, cosmetic blemishes were identified. These issues were confirmed during our re-inspection. 

  In light of these findings, we adjusted our offer to $110 to accurately reflect the devices condition. Throughout the trade-in process, we have maintained transparency by promptly providing photos of the device this includes a photo of the device with a missing key, cracks, and frame separation as well as the results of our re-inspection upon completion. Despite the customers decision to decline the offer, we returned the device at no cost, ensuring it remained in the same condition as when we received it.

  While we acknowledge their concerns regarding the devices condition upon its return, we want to assure the customer that the device was handled with utmost care from the moment it was received until it was processed for return shipment. The nature of the damage is very indicative that it was pre-existing and not something that could have happened in transit. We have attached images for BBBs reference.

  In an effort to demonstrate our commitment to customer satisfaction, we offered to have the device returned to us for reconsideration of the reevaluation offer of $300 that they requested initially. As promised, we have processed the payment accordingly. We firmly believe that this amount is more than fair given the devices condition.

  Sincerely,

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21372188
  
  I am rejecting this response because:

   

  When I sent the device the first time it did not have any cracks or screen dents or issues with the speaker, I believe this either occurred through transit or at the inspection place, I received a device that is totally different to the one I sent in terms of quality.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/29/2024

  Hi,
  
  We would like to highlight that we are just solely relaying the outcomes of our inspection. The device did not incur any damages during its time in our possession. We take the security of our warehouse seriously, and we have 24/7 surveillance in place. In fact, we have video footage that confirms the condition of the device when it was delivered to us. Moreover, the characteristics of the damage distinctly suggest that it was pre-existing and not caused during transit.
  
  Please understand that we prioritize customer satisfaction, and therefore, we have proposed a resolution that is fair and reasonable for all parties concerned. While we acknowledge the customer's frustration, we maintain that the payment provided exceeds the value of the device considering its condition.
  
  Best,

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent out an Open Boxed iPhone 13 that I had purchased through OmWireless via **** on 11/13/2023 it was sent out to ************** ******* The phone was delivered 11/16/2023 A Otterbox protective case was also purchased on 11/13/2023 & delivered Saturday 11/18/2023 That was the day (Sat) the phone was set up to make sure it was completely protected from light use as the phone purchased and received by OmWireless was listed and sold in "Excellent Condition" By December 16th I bought my partner an iPhone 15 through *************** We had decided to sell our iPhone 13 purchased through OmWireless to a company called Back Market We had done business with them in the past with ZERO issues, so we thought it would be a good place to sell the iPhone 13 to get our money back Mind you there was ZERO damage to the Iphone as that's why we purchased it The iPhone had a professionally installed privacy screen protector Brand New Otterbox Protective Case for added protection upon shipping All pictures were taken of the phone in the case as well as pictures of the undamaged screen ************** sent flimsy protective shipping envelope, thin bubble wrap etc We took it upon ourself to add extra bubble wrap to the plastic envelope to ensure its safekeeping during its journey to ************** Via ******* Mind you it took about two weeks to get the shipping envelope & paid postage label On 1/12/2024 the parcel was received by ************** 1/15/2024 We were told the screen was gouged and given a lowball offer of 310 instead of the 405 offered Something didn't seem right it was shipped with a privacy screen **************** also I immediately got a bad feeling about the gentleman's response so I escalated the issue though Back Market & after countless pre shipment photos sent I was found responsible for the damage & told it was dents not a gauge as his first photo claimed I was given 310 I didn't want a damaged phone so we took the offer I can show date/proof of purchase etc.

  Customer Answer

  Date: 01/18/2024

  I wanted to note that the buyer sent me a photo of an iPhone with a scratched screen, claiming I sent it to him like that and had applied to get an offer at the highest price with a damaged phone. Later he said that it was instead dented on the sides, not scratched and thats why the ***** drop in their offer & complete disassociation to the picture that was sent to me showing a gouged screen. So was it dented, scratched or none of the above?? Note ***** with Back market told me the review to the claim filed by ************** by *** concluded that I was in fact responsible for the damage which was now not a scratch but dents on the sides. This then cancelled out my proof excellent condition photos of the iPhone I had sent out to ***** from Back Market which still remains a mystery to me why Back Market never received my phone and instead Its ***** More Reviewed it?? All in all the IPhone 13 I sent was in yes, excellent cosmetic and overall condition. If someone needs to speak to the previous owner of that iPhone (My Partner ) who only possessed it for nearly a month that meticulously takes excellent care of not only their belongings but *************** too than feel free to speak with them also. I will say this kindly, we are not adolescence nor young adults and we by all means are fine tuned to our moral compass and know rite from wrong. Basically, we would never send in something damaged while trying to claim a full price offer unless it was in fact in the excellent condition we sent it in as. We feel we would have gotten more fair treatment and assessment at a **** shop. ** for your time. 

  Business Response

  Date: 01/25/2024

  Hi,
  
  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have carefully investigated the matter to gain a comprehensive understanding of the situation. During our thorough inspection, it has come to our attention that the device received was found to be significantly scratched and dented, which is inconsistent with its initial description of being in excellent physical condition. Regrettably, we have made adjustments to our offer based on our findings. While we completely understand the customer's dissatisfaction with the outcome of our evaluation, it is important to note that we are simply relaying our findings based on the evaluation conducted. Throughout this process, we have upheld complete transparency and provided the opportunity to decline our offer and proceed with the return of the device. We firmly believe that empowering our customers to make decisions that align with their preferences is of utmost importance. However, it appears that the customer has chosen to accept our offer. Furthermore, we would like to emphasize that this trade-in transaction is not directly facilitated by us, it is processed through Backmarket. Therefore, any disputes or concerns regarding the device's condition, as well as any potential claims, should be directed to Backmarket, the platform through which the trade-in was initiated.
  
  Sincerely,

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21164724

   
  Complaint: 21164724
  
  I am rejecting this response because:
  
  Sincerely,
  It's of no recognition or concern, the buyer ************ has falsely claimed there are scratches on the screen and then it was "no there are no scratches just serious dents". I mean make up your mind, what is it? I included for your convince 2 screenshots that display the purchase date and from what sellers. I also included a screenshot of the screen the day it was shipped out. Any scratches? Dents? If so, how so? 
  As you may notice if you will we had the phone for one month & yes in that new protective case as soon as the phone arrived & then shipped to you in. Can you tell me how you dent a phone badly in an Otterbox case? Perhaps you should contact them and request your ***** you stole from us back which can go towards the offer of ****** initially until you put your lying grubs on it. 
  Note we took the offer because you said it was damaged by us and though it was not, we were not certain if it were to be damaged in the shipping process to your sharkie establishment. Furthermore, do you think we'd waste our time with the BBB for no reason? Are you saying they are not credible or whomever places complaints to protect the next innocent individual from people like you with them?
  So yes we took the offer, at that point and knowing the excellent condition it was sent to you in was not sure if you'd send the same phone or what. It doesn't seem possible it was severely dented in a premier protective phone case. I took all pictures the day of shipping. Deny all photos, go ahead, it just makes you look like a super *****. I mean that's why you took a iPhone 13 in excellent condition and got it on discount. I mean your place of business is shameful. Its never to late to make it rite though but we are not hopeful of that outcome so we'll just let the general public know.

   

  
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/09/2024

  Hi,
  
  We would like to clarify that our role in this trade-in process is to provide an accurate report on the condition of the device as we received it. It is important to note that this trade-in transaction is not directly facilitated through our us; rather, it is processed via the Backmarket platform. Any disputes or concerns pertaining to the device's condition, should be addressed directly to Backmarket.
  
  We recommend that they contact Backmarket's customer support team and provide them with all the necessary details and documentation regarding the issue you have reported. Their dedicated team will be best equipped to assist you with the next steps in the resolution process.
  

  Sincerely,

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21164724
  
  I am rejecting this response because: the phone was handled and intercepted by ************. The recipient saying a ***** in the screen and then no ***** and several dents and gouges on the side. Note the phone was purchased 1 month prior to selling, backmarket has proof of the sale and condition as well as confirmation of the phone case it was sent in for safe keeping during shipment. Your operation is worse than a chop shop. Ive nothing more to say other than your crooks & scandals and trying to pass the buck. Nice 1!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/22/2024

  Hi
  
  We acknowledge the concerns raised by the customer. It is important to clarify that our reports are based solely on the findings observed. It should be noted that the device was received in the stated condition, with accompanying photos provided as evidence. Given that this trade-in transaction was conducted through the Back Market platform, we strongly recommend that the customer contacts them directly for a detailed discussion on the matter.
  

  Sincerely,

  Customer Answer

  Date: 02/29/2024

  Ive sent proof of photos, photo of phone purchased & receipt of purchase from 1 month prior to ************ receiving it. Note I also sent a screenshot of purchase of the Otterbox protective case that was purchased also 1 month prior to ************ receiving the phone. Its impossible the iphone had the dents claimed by them which note no photos were sent to me of the dents. Also I would have zero reasons to file a claim w BBB  or send in an iPhone to ************ if I were guilty of claiming to have an excellent condition iPhone 13 sent in to ************. Personally I believe that would qualify as fraud which in fact what ************ is committing. I cannot figure out how they claim there were deep gauges & dents when it was sent in a protective case. Also they first han sent in a picture of the screen with a deep ***** and then claim there is no gauge but deep gouges and dents in the side of the phone with zero pictures. The point is I showed screenshots of purchase and excellent condition purchased 1 month prior to a new iPhone 15 being purchased by my cell provider which is the very reason I decided to sell the iPhone 13 purchased through **** as I no longer had use for it. My intention was to honestly & fairly make most my money back which ************ stole & took away from my family with their fraudulent claims of condition. Again, its impossible the condition they claimed I sent the phone in. Im at a loss of words over their false claims at me, my intention & integrity. This is not fault of Back Market as the funds released were through ************. No need to pass it off to someone else yet thats exactly what ************ is doing as well as committing fraud with a false claim to take ***** from me as I had no other option to take the offer as I was concerned they would have damaged the phone before sending to back up their claim at me. Basically with their business ethics I would put nothing past them. They are crooks & I see rite through them. ** for your time. 

• Initial Complaint

  Date:01/16/2024

  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 paid for express shipping and a new battery for my phone purchase. When received it did not work i immediately returned followed all the steps I was told by the representative would start my refund process. Instead I have been ignored since Friday with no resolve

  Business Response

  Date: 01/18/2024

  Hi,

  We would like to express our utmost gratitude to the customer for taking the time to reach out to us and share their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation at hand. The issue was brought to our attention by Back Market on January 11, notifying us that the customer would be returning the device. We promptly acknowledged this communication and ensured that we would closely monitor the package and process it within the specified timeframe set by Back Market. It is important to note that, in accordance with Back Market's return policy, if the return is eligible for a refund, we are committed to processing it within 2 business days upon receiving the package. However, please be aware that depending on the bank, it may take up to 5 days for the refund to appear in their account. On January 16, we received the package and processed the refund on the same day. Since all communication is conducted through Back Market, we have informed the dedicated Back Market representative handling the customer's concern that the refund has already been completed. Unfortunately, any delay in providing a timely update by Back Market is beyond our control.

  Should the customer have any further concerns or inquiries, we highly recommend reaching out to Back Market directly as they are best equipped to assist in providing further clarification on their policies and procedures.

  Best regards,

• Initial Complaint

  Date:01/15/2024

  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 would like the business to honor their original offer to me of $85 for a working macbook air and charger that I sent in. Their offer was adjusted to $15 and cited inaccurate information about the condition of the laptop sent. It said it had a yellowed charger (untrue), scratches on the body (untrue) and wear on the screen (untrue). I feel that this was a bait and switch as I thoughts $85 was borderline low for a working macbook air. $15 is a joke. This feels like deceptive and dishonest business practices. I have asked for an appeal of the offer.

  Business Response

  Date: 01/25/2024

  Hi,
  
  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation.
  
  After careful evaluation, we determined that the physical condition of the device is good, though not flawless as initially stated in the offer. We observed a keyboard wear on the screen, which occurs when the screen is still at a warm or hot temperature and closed. This results in the screen bearing a keyboard-like imprint, and unfortunately, this wear is non-repairable. Additionally, the device exhibited several light to moderate scratches on both the screen and body. For a device to be considered flawless, we expect it to have only a few extremely light scratches or be entirely without any signs of wear.
  
  Furthermore, the charger provided with the device was found to be broken and extremely discolored. Due to these issues, we were unable to proceed with the initial offer and made adjustments based on our findings. These findings were also confirmed during the reinspection, and we have attached photos for reference.
  
  In our commitment to customer satisfaction, we have increased the offer to $35, which they approved. We processed the payment on January 22, and we hope this gesture demonstrates our dedication to resolving the situation to their satisfaction.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

• Initial Complaint

  Date:01/14/2024

  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 sent them my Early 2013 MacBook Pro with retina (15" 2.4 GHz ***** Core i7, 8GB RAM, 256GB) and charger, that worked perfectly fine and was in "good" condition. It powered up and worked with no difficulty or issues and was completely unlocked. According to their quote online (offer #*******) on December 31st, ****, they would issue a check for $90.00 to purchase the laptop. Once receiving the laptop, they sent me a email on January 12, **** stating that they will send me anything for the laptop, are wanting to keep it for completely free, and if I have a problem with that then I have to pay them just to have my laptop and charger returned back to me. This was NOT the agreement that we entered into nor would I ever send someone my fully functional laptop and charger for completely free. I would like my laptop and charger returned to me at their expense due to their failure to pay for the item at the price that had been agreed upon.

  Business Response

  Date: 01/16/2024

  Hi,
  
  
  Wed like to thank the customer for reaching out and sharing their valuable feedback via the BBB. We have carefully reviewed this offer to get a better understanding of the issue.
  
  Upon our thorough evaluation, the device was found to be significantly misrepresented. The offer was initially submitted to be in good condition but was found to be broken. The device's model was found to be a different year as indicated from the original offer. The year was found to be Mid 2012 instead of Early 2013. The batterys health is significantly degraded, we found the effective *** charge to be 70% or lower. It was also discovered that the display contains multiple dead pixels. These are areas where the pixels have either died or stay on the same color regardless of whatever is on the display. This is often a symptom of damage to the *** and unfortunately will only get worse over time. Upon evaluation, the trackpad was found to be stiff. This condition will make it hard to press buttons on the trackpad and could be a symptom of a swollen battery, liquid spill, or mechanical wear. We have found the device to be missing 3 rubber feet on the bottom lid of the device. Lastly, due to age and/or model this device has no resale value.
  
  As mentioned during checkout, as well as in section 20 of the agreed upon terms and conditions "Free return shipping does NOT apply in the following scenarios: Item was significantly misrepresented. Item was found to be reported lost or stolen. Item was found to have an Activation or iCloud lock. Item was found to have a bad ESN or financed IMEI".
  
  Furthermore, section 22 of our terms and conditions also states that "if you send an item that we do not accept, you will have the option to recycle that item to us or be charged a return fee, which covers the cost of handling and in/outbound shipping labels.
  
  We understand the importance of addressing the issue and providing real-time resolutions to our customer's and as a courtesy to them we have waived the fee, and the device will be returned at no cost to them.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21144034
  
  I am rejecting this response because:
  

  Upon receiving the laptop back from them, it will not charge up or power on at all. I did not send them the laptop in this type of condition. It should have been returned in the condition that it was sent. Just because I didn't want you to keep my laptop for free and requested it back did not give you the right to destroy it from further use.

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

• Initial Complaint

  Date:01/11/2024

  Type:Order 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 in a ******* S20 Ultra 5G for offer #*******. This phone was financed from April 2021 to April 2023 and paid off in April of 2023. With that being said, I sent in the phone December of 2023 and I got an offer of $38 from It's Worth More around January 2nd of ****. My initial offer was around 200 and I did list the wrong phone. They stated that the phone had a few small scratches and therefore not flawless and I was okay with that but they lowered the offer by 75% due to the **** on the phone linked to a finance plan. I asked for a re-evaluation and spoke to ******** per this companies request to have the **** removed from being financed. I spoke to a ******** rep on January 8th. He stated that when he ran the **** that they showed the phone as unlocked and paid off. I screenshotted the receipt of the complete finance plan and the conversation with the **Mobiile rep and sent it to It's Worth More. Well, lo and behold somehow, the **** on their end still shows financed and they sent me a screenshot of it. Okay, well that's fine so I contacted ******** again. A female rep helped me and said they were going to see what was going on because she also showed it was paid off. I messaged around January 10th to ******** while waiting for a re-evaluation for the 2nd time. That rep told me the phone was indeed paid off and unlocked and if there were any additional problems that it is because of It's Worth More. Today, I got an email from It's Worth More saying it's still showing financed and it's their FINAL offer. Don't sell anything with this company if it has EVER been financed because I'm not the only one that has had issues with the **** still showing "financed". I provided all the proof needed to show that the phone was no longer financed. I don't understand why this company is unable to see that or contact ******** themselves if they don't believe me. Don't do business with them. It's not worth all the hassle. All I wanted was not a 75% lowered amount.

  Business Response

  Date: 01/16/2024

  Hi,
  
  We would like to express our appreciation to the customer for contacting us and sharing their valuable feedback through the BBB. We have thoroughly investigated the matter to ensure a comprehensive understanding of the situation. After careful evaluation, we have discovered that the electronic serial number (ESN) of the device we received is associated with a finance plan, which could potentially result in the device being blocked due to an outstanding balance. Considering this risk, it is our policy not to resell devices of this nature to our customers. We strive to avoid situations where a device purchased from us suddenly stops functioning. While such incidents have occurred in the past, given the nature of the industry, we make every effort to minimize them.
  
  While we understand the frustration expressed by the customer, it is important to emphasize that we are simply conveying our findings based on multiple sources including ******** website which states We cant confirm this device is unblocked. Throughout the entire process, we have maintained complete transparency and offered reinspection, as the status update *** take a few days in some cases. Unfortunately, despite numerous checks, the financing status of the device remained unchanged, preventing us from honoring the original quoted amount. As the customer declined our offer, we have proceeded to ship the device back to them at no additional cost.

  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.

  Sincerely,

• Initial Complaint

  Date:01/03/2024

  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 sent my iphone XR to the company, they failed to send me the money based on evaluation or the phone once they decided it was not accessible. Apple Support disagrees and assures me the phone is accessible and they the company is attempting to scam me out of the value of my phone.Expected loss is $44 or the proposed shipping cost to retrieve the phone, even thought i already paid to ship the phone to them.

  Business Response

  Date: 01/09/2024

  Hi,
  
  We would like to express our sincere gratitude to the customer for taking the time to reach out and share their valuable feedback via the Better Business Bureau (BBB). We have conducted a thorough examination of the matter in order to gain a comprehensive understanding of the situation. During our inspection, we discovered that the device had a lock screen that presented a challenge to bypass during our evaluation. It was initially assumed that the device was still linked to their iCloud account. However, after multiple attempts to wipe the device, we were ultimately successful and proceeded with finalizing the trade-in process. We truly appreciate the time and effort the customer has invested in proving that the iCloud account was removed. We deeply apologize for any inconvenience this may have caused throughout the process.
  
  We are pleased to inform that the offer was successfully completed and the payment of $44 was processed on January 4th.
  
  At this point, we consider this case satisfactorily closed on our end, unless the customer has any additional issues that they would like us to address.
  
  Sincerely,

  Customer Answer

  Date: 01/09/2024

   
  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:12/31/2023

  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.

  I traded-in a used iPhone 14 ProMax with It's Worth More. I submitted the order and used a shipping label they provided. I paid $8 to fully insure the item which reduced the value of my trade-in from $742 to $734. I shipped the item, as instructed, to the address on the label on October 17, 2023. The package arrived at the destination facility on October 19, 2023, but it was never delivered to It's Worth More. I notified It's Worth More around October 30 that the package didn't arrive and asked them to begin an investigation with *****. I submitted all the information they asked for on November 3 including a police report. I received an email that same day stating they had opened an investigation with ****** I was told it would take up to 8 weeks. I reached out to It's Worth More on Dec 2 for an update. I was told "Thank you for your email, unfortunately we have not received an update from ***** in regards to this claim yet. The only update we've received from ***** recently is that they are experiencing delays in the claims process as they have received an influx in claims, and being that they attempt to locate the package and/or its contents first and foremost, it is taking them a little bit longer.". I reached out again on Dec 27 and was told the same thing. I called ***** on Dec 29 and all they could tell me was that they Received the claim request on Nov 3, processed it on Dec 1, and notified It's Worth More via email on Dec 2 that the claim had been resolved. I called It's Worth More on Dec 29 and told them that ***** had already resolved the claim and they said their claim department has not received anything. I told them to call ***** and they refused. I asked to have the issue escalated. I should not have to wait 2 months to get my issue resolved. Especially with ***** resolved the claim almost a month ago.

  Customer Answer

  Date: 01/03/2024

  The merchant has agreed to pay me for my trade-in and pursue the issue with ***** directly. I received payment for my trade-in on January 2. I consider the issue resolved

  Customer Answer

  Date: 01/09/2024

  The merchant has agreed to pay me for my trade-in and pursue the issue with ***** directly. I received payment for my trade-in on January 2. I consider the issue resolved

• Initial Complaint

  Date:12/20/2023

  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 processed a trade in for a ********* Surface. After several days I received an e-mail telling me that the screen was cracked and the offer was reduced to 0. When this laptop was shipped back the screen wasn't cracked and it was shipped in it's original packaging. Also, a dock was part of the trade in and not even referenced. I don't know what happened once the laptop got to ***************, but someone there has damanged this equipment and now there is no value for it. Also, not sure why the dock isn't being considered anymore. I have called them and talked with them and they claim they will review, however I don't expect anything different. Stay away from these guys. I've traded in many electronics over the years to other companies, and never had any issues like this. Maybe they will read this and make it right, but I honestly don't have much hope.

  Business Response

  Date: 12/23/2023

  Hi,
  
  Wed like to thank the customer for reaching out and sharing their valuable feedback via the BBB. We have carefully reviewed this offer to get a better understanding of the issue. Our evaluation has revealed the presence of severe cracks on the screen. While the display itself remains unaffected, the glass itself has shattered and is at risk of further damage. This finding has been confirmed during the reinspection process as well. Regrettably, due to the associated repair costs for this particular device, we are unable to provide an offer for this particular device. However, we would like to extend our compensation offer of $25 for the accompanying accessory. We understand this may not fully meet the customer's expectations, but we hope it serves as a gesture of goodwill.
  
  We acknowledge that the customer expressed dissatisfaction with the evaluation results; however, it is crucial to emphasize that we are merely conveying our findings. Moreover, we wish to affirm that the device was received in its present state, and we have no reservations about recognizing any potential damage that might have transpired while it was under our care. Additionally, we have extensively reviewed our surveillance footage and ascertained that the charger and docking station were positioned on top of the box during delivery, potentially contributing to the issue.
  
  We are more than willing to further assist and as such we have initiated a claim with the courier. Please note that this process usually takes 4-8 weeks. We are dedicated to maintaining transparency and rest assured that we will keep the customer updated throughout the entire duration of this process.

   

  Sincerely,

  Customer Answer

  Date: 12/27/2023

   
  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.
  
  Sincerely,
  
  *********************