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:12/18/2023

  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 number is *******. I contacted this company online and agreed to sell them my wifes perfect condition purple iPhone 12, and my green iPhone 13 also in perfect condition for the combined total of $490. I accepted the offer signed the deal downloaded the shipping label and shift the devices. I received an email that they had received the devices and devices were in poor condition one of them Was all scratched up they claimed which is not the case, and change the offer to $60 we declined the offer and ask them to return the phones. They did ship the phones and they shipped them to the wrong address. They claim that the address they sent it to was the address I gave them, but that is not true , I spoke with on the phone and they tell me that they will not pay me. They will not help me get my phones back and if they receive them back, they might make sure I get them since they have the correct address now this is unacceptable. Their customer service people are terrible and they refuse to let me speak to anybody in upper management or a supervisory position. This is unacceptable on a customer service level and could possibly be heading into criminal as you have use the ************** to commit your fraud we were selling them privately because at ******** they told us that we would be better off selling them and gave us the card to this website. Then we would be trading them in and one of their claims was that we still had a contract on them we had paid the phones completely off, which was why we were able to keep them and not trade them in when we upgraded these company is horrible and their thieves

  Business Response

  Date: 12/19/2023

  Hello,
  
  We would like to express our appreciation to the customer for reaching out and providing their valuable feedback via the BBB. We have thoroughly examined this offer in order to gain a better understanding of the issue.
  
  After careful evaluation, we have determined that the devices the customer traded in were found to be under a financed plan. We have attached images showing the financing details for reference. Additionally, one of the devices was initially identified as an iPhone 14, but upon evaluation, we have determined that it is actually an iPhone 13. Both devices were claimed to be in flawless condition, but they were discovered to have significant scratching on the display and/or body. Consequently, the offer was adjusted to account for these findings. The customer has declined our offer, leading to the initiation of the return process for these devices.
  
  We want to emphasize that we have taken the necessary steps to promptly ship the devices to the address provided by the customer during the offer process. For further clarification, we have included photos of the customer's specified address, as well as the return label used for shipping the devices. It is important to note that any difficulties encountered during the courier's delivery process are beyond our control.
  
  Furthermore, we would like to clarify that we have no intention of retaining the devices and we are fully committed to resolving the issue with the customer in the most satisfactory manner possible. We understand the frustration experienced by the customer and have promptly addressed the matter as soon as it was brought to our attention. As per the customer's request, we have agreed to overnight the delivery once the package is returned to our facility. Regrettably, the customer has subsequently changed their mind, they expressed that they don't want the devices back and requested payment for our initial offer, which we are unable to approve due to the issues stated above.
  
  We acknowledge that such situations can be extremely frustrating, and we sincerely apologize if the customer was dissatisfied with the manner in which our **************** team handled their request. However, we would like to emphasize that we do not tolerate the use of profanities or offensive language in any form. We are committed to maintaining a professional and respectful environment for all our users, and we expect all interactions to reflect these values.
  
  Currently, we will continue to monitor the tracking process and as soon as the package is returned to our facility, we will promptly ship it back to the correct address. We will ensure that the customer is promptly updated with the tracking information.
  
  Sincerely,

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21025043
  
  I am rejecting this response because: *********** is providing false information. There are no finance plans on either of these devices. We have had both devices for two years and they are completely paid off and we have our receipt from ********* We did not change our account. We just upgraded our phones if we had owed money on the phones, we wouldve had to return them in so i.e. the company is lying through their teeth too. I checked the tracking this morning. The phones are well lost. End of conversation the post office now does not know where the phones are. I agreed to sell these phones for $450 not 60 now I dont even have my phones if I do not get paid in the next 24 hours for my phones or have them in my hand with IMEI that I can check, I will file a lawsuit. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/16/2024

  Hi,
  
  We empathize with the customer's frustration regarding our findings, but it is important to note that we are merely conveying the results of our investigation. After conducting several checks, including referring to the carriers' website, we have determined that these devices are still under financing. In order to substantiate our findings, we have also attached some supporting photos. Additionally, as previously communicated, we have expedited the return of the device, and the tracking information confirms that the package was delivered to the customer on January 4th. Therefore, we consider this case closed, unless the customer has any further concerns that they would like us to address.
  
  Sincerely,

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21025043
  
  I am rejecting this response because:

  This company agreed to purchase two cell phones from me. I sent them the cell phones and then they change the price on the phones and I asked them to return them. They have shipped them to an incorrect address. I spoke with the post office, who confirms to me that their system wouldve told them that the address was incorrect. They sent it anyway the phone was not phones were not delivered back to me. I have spoken multiple times and email multiple times with the company and they refuse to even acknowledge their mistake. I tracked the phones again this morning and they are still unable to tell me where the phones are , this company sent them to a typo number for my address. They are trying to say that that is my fault because they did not verify the address before returning them. I am still missing an iPhone 12 and an iPhone 13 that they agreed to pay me $450 for , when they received the phones they change the price and tried to pay me a whopping $30 I told them to return them and as of today December 24, 2023 I do not have possession of my phones nor do I have money and payment for them . They told me that if I attempt to take any legal action and I have the email that they will go after me for any legal fees that they incur which is a threat. This company has made it clear. They have no intention of honoring the deal they made with me or making sure I get the exact devices that I sent to them back. I have attached the email they sent me and the tracking number. You were more than welcome to track this device as yourself they are just gone. There is nothing saying theyve been returned to the company and the company refuses to acknowledge that they have received them back, or that they be attempted to find out where they are, I cannot claim insurance to the ************** because I am not the shipper

  Replacement; They need to pay me for the phones they have clearly been lost in transit, and without the phones they cannot prove that their claims that the phones were not what I said they were cannot be validated. I have a contract with the company that agreed to pay me $450 via Zelle to these devices and as of this day I have not been paid.

   

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

  Business Response

  Date: 01/29/2024

  Hi,

  We successfully received the customers device back from the courier and upon its arrival, we promptly made the necessary updates to the customers address and overnighted the delivery of the package to them. According to the tracking information, the package was successfully delivered to the customer on January 4th.

  Sincerely,

  Business Response

  Date: 01/29/2024

  Hi,

  We successfully received the customers device back from the courier and upon its arrival, we promptly made the necessary updates to the customers address and overnighted the delivery of the package to them. According to the tracking information, the package was successfully delivered to the customer on January 4th. For reference, the tracking number is 788838209186. We have attached a photo of the tracking showing it was delivered to the customer's address.

  Sincerely,

• Initial Complaint

  Date:12/14/2023

  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.

  I ***************************** sent to them a Hp desk top computer at the time of the agreement I thought it was the type they were looking and I thought it was what they were looking for,but they had said to me that the official offer was 566$ and for insurance I paid 75 $ for that 2 weeks went and they told me that the desktop computer the was no longer that I gave a false description and the offer was now 16$ and I told them to send it back cause they said the technician said it would not hold Internet I was like yes it would be but it took them 2 weeks to send it back and I sent it off by *** on the 15 of November,when I received it i put it together and I looked at the screen and it's damaged and I am furious and now **** wants me to send it back I don't trust now

  Business Response

  Date: 12/15/2023

  Hi,

   

  We sincerely appreciate you taking the time to reach out and share your feedback with us through the BBB. Your input is invaluable, and we are committed to addressing any concerns to ensure the satisfaction of our customers.

  After carefully reviewing your offer, our assessment revealed that the device was significantly misrepresented, with the specifications and physical condition not aligning with the description provided during the offer process. Instead of a **** XPS **** with a Core i7 12th Gen. ********** 2TB SSD, 64GB RAM,  we received a **** OptiPlex **** with a Core i5 6th Gen ********** 256GB SSD, 8GB RAM. In addition, the customer decided to include a monitor within the package. Both devices mailed in were not models we accepted. Despite this, we made a courtesy offer to the customer and when they declined, shipped the devices back to them free of charge.

  We are truly sorry to hear that the device arrived back to them damaged. However, since the monitor was a not a model we accept for trade-in, we never tested it and can not confirm if it had arrived damage. Due to this, we offered a $100 payout for the monitor, which given its age, we deem was a very fair resolution. The customer declined and stated they wanted a $300 payout. We stated the only way we could justify such a high payout would be if they sent both devices back for trade-in, which they agreed to but seem to have changed their mind.

  As a company that values customer satisfaction, we take such matters seriously and feel we have gone above and beyond to offer an extremely fair resolution. What weve offered the customer is likely higher than the market value of the devices.

   

  Sincerely,

  Customer Answer

  Date: 12/17/2023

  Yes,I contacted them again and they still wanted me to send them the desktop computer, and I don't trust them if I do I will never see the out come of this solution again.They are con artist they have no intention of paying me anything 

  Customer Answer

  Date: 01/09/2024

  Yes,I contacted them again and they still wanted me to send them the desktop computer, and I don't trust them if I do I will never see the out come of this solution again.They are con artist they have no intention of paying me anything 

  Business Response

  Date: 01/16/2024

  Hi,
  
  We acknowledge the concerns raised by the customer. However, in order to justify the substantial payout, it is necessary for the customer to return both devices for trade-in and we prepaid return label has been provided to facilitate the return. As an organization that places great emphasis on customer satisfaction, we treat such matters with utmost seriousness and believe that we have exceeded expectations by presenting an exceptionally equitable solution. The offer extended to the customer is likely to surpass the prevailing market value of the devices.
  
  Best

• Initial Complaint

  Date:12/12/2023

  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.

  I took photos of my device before shipping it and it was in perfect condition and purchased the insurance that they offered as well. *************** claimed that the phone was cracked and also claimed that it could not have possibly happened in transit. Even though I purchased their insurance, they would not file a claim for me on my behalf! I would never send this company anything. Now I have a phone that is damaged and not worth anything coming back to me.

  Business Response

  Date: 12/14/2023

  Hi,
  
  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We value our customers trust above all else and always strive for the utmost integrity when assessing devices. We would like to take this time to elaborate on the issue further. We have zoomed in the photo the customer provided revealing a visible crack on the device. To provide further clarification, please refer to the attached files. With the given proof, we have successfully verified that the crack existed prior to the shipment or the delivery. Hence, the fault is not from either the courier or our end. Please know that as a reputable company, we make every effort to offer comprehensive solutions and our objective is to resolve any issues in the most effective manner possible. However, we must emphasize that we have been completely transparent with the results of the evaluation conducted on this device, and the offer we have presented is the most favorable one available. Since the customer has requested a return, the item has been shipped out through ***** and the tracking information will be updated within the next 24 hours to provide with the estimated delivery date.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,
  

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20995531
  
  I am rejecting this response because: the photo provided does not indicate the phone was cracked prior to sending it. The phone indeed WAS NOT cracked prior to sending it. The photo that I provided as proof that there was no crack is the same photo that they claim a crack existed? There was no crack prior to sending it to this company, and now there is. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/19/2024

  Hi,
  
  We would like to reiterate that we are solely presenting our findings regarding the device which was received with a crack on the screen. As evidence, we have provided a photograph taken during our evaluation, as well as a zoomed-in image claimed to have been taken by the customer prior to shipping the device to us. Upon closer examination, it is evident that there is indeed a pre-existing crack on the device, which coincides with the crack observed during our inspection. This conclusively indicates that the damage did not occur during transit or while the device was in our possession.
  
  Best regards, 

• Initial Complaint

  Date:12/11/2023

  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.

  I purchased an iPhone on a website for refurbished electronics back market who partnered with ************ for trade-ins.I sent my red iPhone XR for trade in.My former iPhones condition is flawless screen, functional etc and I was promised $158.When ************ sent pictures of my phone to me, it showed a screen that is severely scratched and dented, ************ told me this is my phone and due to its condition, they can only offer $95.I asked if this is a scam because it looks like a different phone and was told that it looks fundamentally different from the pictures I took of my phone immediately before sending because of the lighting.I sent my phone in a protective case and it was not scratched or dented before sending in, as shown by my pictures, which I also took in good lighting.They are sending me pictures of a different phone. This is a scam.

  Business Response

  Date: 01/03/2024

  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.
  
  During our inspection, it has come to our attention that the device received was found to be strongly scratched and dented, contrary to its initial description of being in flawless condition. Regrettably, due to these findings, we were compelled to make adjustments to the offer.
  
  We understand and acknowledge the customer's dissatisfaction and frustration with the results of our assessment. However, we believe it is important to emphasize that we are simply conveying our findings based on the evaluation. Throughout this entire process, we have maintained complete transparency and provided the option to reject our offer to proceed with the return of the device as we want to ensure our customers feel empowered to make the decision that best suits their preferences. However, it appears that the customer has chosen to accept our offer.
  
  Should the customer have any further concerns or inquiries, we highly recommend contacting Back Market as this trade-in process is not directly facilitated by us. They will be able to assist in understanding their procedures and provide guidance on the possibility of filing an insurance claim.

   

  Sincerely,

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20988496
  
  I am rejecting this response because:

  ************ is a scam company.

   My phone was in perfect shape as reflected in the picture.

   They have run this scam many times before according to my research.

  i want a public record of how vile these fraudulent scammers are.

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

  Business Response

  Date: 01/12/2024

  Hi,
  
  We understand and acknowledge the customer's frustration regarding the results of our inspection. We want to emphasize that our role in this trade-in process is to accurately report the condition of the device as it was received by us. As a reminder, this trade-in transaction is not directly facilitated through us; rather, it is processed through Backmarket. Any disputes or concerns regarding the device condition, as well as any potential insurance claims, should be directed to Backmarket, the platform through which the trade-in was initiated.
  
  We highly recommend that they contact Backmarket's customer support team, providing them with the necessary details and documentation related to the issue reported. They will be best equipped to assist with the next steps in the resolution process.

  Sincerely,

• Initial Complaint

  Date:11/30/2023

  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 began a trade in for my steam deck. My device was in flawless condition . No broken parts and I cleaned it throughly. Shortly after I sent my device in valve (the company who makes steam deck) announced a new updated steam deck. Sure enough when it’s worth more received my device they state that a button that was NOT broken before I sent it in was not working. They lowered the offer to the now lower trade in that started AFTER the new model was announced. I told them to send it back. I received the device in the mail today and it is NOT my device. They have sent back a device with a broken bumper, its is filthy and its smells of cologne. They have taken my working device to sell and sent me a broken one. I have used them in the past with no issue. I’m assuming that the reason I had no before was due to them not being surprised by an updated device being released thus them over paying for the outdated model.

  Business Response

  Date: 12/06/2023

  Hello,

  Thank you for reaching out to us and sharing your valuable feedback through the BBB. We appreciate your continued support as a loyal customer and we want to assure you that we have thoroughly investigated your concerns. Based on our extensive review of the footage and records, we can confirm that the device we returned to you was indeed yours. You can verify this by checking the serial number against your own records.

  We understand your frustration and we believe that the device may have been damaged during transit. However, we do see that the customer did not op-in for insurance coverage. Please know that we operate in a market where new products are announced all the time and that risk is already calculated into our pricing and business model. There would be no need for us to swap customer devices to remain operational and profitable. At this time, given the history the customer has had with us, we can offer to raise their offer from $190 to $240 if they are willing to send the device back to us.

  Sincerely,

  Customer Answer

  Date: 12/06/2023

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

• Initial Complaint

  Date:11/14/2023

  Type: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 placed the order with ItsWorthMore.com on 9.12.23 (order ******). Order was returned back to them and delivered oct 6, 2023 11:13 A.M. and signed for. I used prepaid label they provided. *** *racking # ******************.
  Customer service is refusing to issue refund or give any explanation or timeframe. They just copy&paste the same generic message.
  I would like to get full refund back $3,243.59 USD

  Business Response

  Date: 11/16/2023

  Hi,

  Thank you for taking the time to provide your feedback via the Better Business Bureau (BBB). We appreciate the opportunity to address your concerns and provide further clarification regarding your recent order. After carefully reviewing the details of this order, we understand that the issue revolves around a charging problem reported in September. We promptly responded by providing instructions on our return process, and a return label was issued to facilitate the return of the device to us. Regrettably, upon receiving the package with the provided return label, our inspection revealed that it contained only a box of cereals. We want to assure you that we take such matters seriously and that our refund process is contingent upon the return of the original item. Consequently, since the original device has not been returned, we are unable to proceed with the refund at this time, and the return process has been placed on hold.

   

  Sincerely,

  Customer Answer

  Date: 11/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Item was returned,  I would

  like to get full refund immediately! 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 12/06/2023

  Hi,

  This return has been marked as fraudulent on our end. Unfortunately, there is nothing further we can offer to the customer at this time.

  Sincerely

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My offer # is: ******* 
  I accepted an offer of $410.00 for a MacBook Air and I accepted $360.00 for 2 day shipping and a faster turnaround. I got a receipt email and one saying there was an activation lock on my MacBook. I removed the lock and immediately called the service # ti update my status. My offer has been reduced to $0 and the business isn’t communicating with me at all. For all I know, they’ve rescinded the offer and intend to recycle the device, without offering to return it. Their correspondence says phone service is available from 8-6, nothing about M-F only, yet no one is answering the phone today and I’ve only gotten automated email responses. I’m ostensibly paying for faster service and I’m getting radio silence and “gone fishin” on the weekend.

  Business Response

  Date: 11/24/2023

  Hi,
  
  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. Upon receiving and carefully reviewing this case, we would like to provide with a comprehensive update on the matter concerning this device. The device was received by our team on November 2, 2023, and was promptly evaluated on the same day. However, during the initial assessment, it was discovered that the device was activation locked, preventing us from proceeding with a valuation.
  
  We acknowledge the subsequent update that the device has been unlocked. However, our standard policy stipulates that the expedited fee paid covers only the 2-day shipping and the initial evaluation. Unfortunately, any reinspection or reevaluation, which typically takes 3-5 business days, is not covered under this fee. Additionally, please note that our operations are closed during weekends, and any calls or correspondence received during the weekends will be addressed on the following business day.
  
  In consideration of the customer's satisfaction and understanding the circumstances, we made a one-time exception by reaching out to our team to complete the evaluation. An offer for this device was provided on November 6, 2023.
  
  We would like to remind the customer that, as per our terms and conditions, customers are required to remove any and all personal information from the product before sending it to ItsWorthMore for trade-in. This ensures a smooth and timely completion of the offer process.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

  Customer Answer

  Date: 11/26/2023

  
  
  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:11/13/2023

  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.

  Poor instruction and communication with company has lead to a very bad experience. I sent them my iPhone, via *** tracking I can see they got it. My offer was adjusted, as I am sure it always is and I accepted it. I’ve seen many complaints about their paper checks being unable to be deposited, as well as the digital checks having issues so I selected ******. They send the payment through ****** in such a way that ****** is now arguing with me that there’s no way they got my device before they send me money. I’ve tried to reach out to Itsworthmore and ****** both and neither company is doing anything to assist. I now have my funds (minus ******’s 30% they took) sitting on hold for 21 days. I want a response from IWM, I want them to know they’re processing the ****** payments wrong or not thoroughly enough that the seller gets their funds and they need to note these things on their website so that people in the future will know they will be without their device they sold AND their payment for pretty much one month.

  Business Response

  Date: 11/16/2023

  Hi,

  Thank you for taking the time to share your feedback via the Better Business Bureau (BBB). We have thoroughly reviewed the details of your reported issue, and we appreciate the opportunity to provide further clarification. Regarding the payment process, it's essential to highlight that during the checkout process, customers have the option to choose their preferred payment method, including ******* At this point, we provide a disclosure that explicitly states, "We'll credit your ****** email address once your item(s) have been verified by our staff. Please note that ****** charges a fee (0.30+2.9%) to receive funds using their services. By completing the checkout process, the customer's agree to be charged for these fees." Regarding the reported payment issue,  ****** may randomly flag accounts, especially if they are new or if the activity is deemed unusual. This can result in holding the funds we sent until the transaction is reverified.Sadly, we are unaware that they were experiencing issues receiving the funds. But we can assure that this was resolved immediately after the customer reached out to us.

  Sincerely

  Customer Answer

  Date: 11/16/2023

  
  
  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: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.

  Hi I ordered an iPhone on 07/25 and it arrived broken. My order number is ***** I contacted the company right away and was told I’d need the imei to return but I couldn’t get the imei since the phone wouldn’t power on.
  
  Eventually we get past that issue and I am issued a usps return label. I dropped off the phone on August 16th.
  
  The tracking ID is **********************  Since then I’ve had over 80 emails with Itsworthmore about the status of my return.
  
  Legally after this long I need to be offered a refund. I would like a refund. I never recieved the item I ordered, I have not received any replacement and I have not been given or agreed to any timeline.
  
  I’m not sure what happened with the return but after a month of no tracking updates and 15+ emails I finally convinced Itsworthmore to open a search with usps.
  
  Since then they’ve barely given any updates and are absolutely no help.

  Business Response

  Date: 11/06/2023

  Thank you for reaching out and sharing your feedback via the BBB. It's unfortunate that the return seems to have been lost in transit. We apologize for the inconvenience and delay. Due to the value of the item, we do have to wait for the carrier to complete their investigation. In the meantime, we see that the device is linked to an iCloud account. We wouldn't be able to process a refund until the account has been removed. To expedite the process, could you please remove the device from your iCloud account?
  

  Business Response

  Date: 11/17/2023

  Hi,

  We fully comprehend the customer's concern. The courier investigation has been concluded and currently, we can affirm that we have reimbursed the order. This case has been satisfactorily resolved from our perspective, unless the customer has any further matters they would like us to attend to.

  
  Sincerely,

  Customer Answer

  Date: 11/21/2023

  
  
  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:10/23/2023

  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.

  This business sold me an Iphone 14 Pro that came in excellent condition. I was very happy with the purchase and the price. After one month of use the phone was blocked from all use by AT&T. My carrier notified me that the phone was 'blacklisted' and it was up to me to take it up with the business who sold it to me. I am very concerned because now I have a phone that I am unable to make or receive calls or texts on.
  I notified the business and they promised a 24-hour reply which has not come. I can't even receive calls on this phone that they sold to me. Using Google Voice I attempted to call their posted phone number, but they go straight to a voicemail that doesn't receive messages.
  I am now very concerned that I was sold a phone that has been reported as stolen, as that is the likely result of this device being blacklisted by AT&T. I need this business to rectify this immediately by either figuring out how to un-blacklist the current phone I was sold, or overnight me a replacement as I am currently stuck with no cell phone service.

  Business Response

  Date: 10/25/2023

  Hi,
  

   

  We would like to extend our sincere gratitude for taking the time to reach out and share their valuable feedback through the BBB. We would like to begin by offering our heartfelt apologies for the unsatisfactory experience the customer recently encountered with his purchase from us. We deeply regret any inconvenience or frustration this may have caused. It is important for us to emphasize that the device in question successfully passed all necessary quality checks and had a clean International Mobile Equipment Identity (IMEI) number prior to being shipped. However, we must unfortunately acknowledge that we have no control over any unforeseen issues that may arise after the product has been delivered.

  
  We deeply regret any delay in our response and kindly note that our business hours are from 10 AM to 6 PM on weekdays. Please rest assured that any communication received after 6 PM will be promptly addressed on the following business day.
  
  Our customers' feedback is incredibly valuable to us, and we take all concerns seriously. We genuinely consider every inquiry, complaint, or suggestion with utmost seriousness. Presently, our primary objective is to ensure that the issue with the device is resolved in the most efficient manner possible. To achieve this, we have reached out directly to the customer and have extended an offer to return the item to us for a replacement. We are very open to any specific concerns or insights they would like us to address.
  
  Sincerely,

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  The way that this company handled my issue was just unacceptable. There was very little explanation from the beginning, and the only solution they repeatedly offered was for the device to be returned WITHOUT A GUARANTEE TO REPLACE THE PHONE. I was being asked to go without a phone with a HOPE that they may be able to replace it. There was no alternative offered, only "sincere apologies."
  

  They claimed inventory changed hourly and had no ability to set aside a phone for a dissatisfied customer who was greatly inconvenienced. It is clear that this company had flawed QC in place to prevent from being scammed, passed the scam onto the customer, and had no operations in place to make it right. They could have guaranteed that a replacement phone would be overnighted as my very reasonable request, as I had been stuck with their useless phone for two weeks at that point going back and forth via email, but offered me nothing of the sort.
  

  Avoid buying from this company at all.
  
  
  
  Sincerely,
  
  
  
  **** **

  Business Response

  Date: 11/15/2023

  Hi,

  We sincerely apologize for any inconvenience caused and understand the concern regarding the replacement of your device. Regrettably, at the time of the request, we did not have an available replacement in stock. However, we assured the customer that we would diligently monitor our inventory to expedite the process as soon as a comparable device becomes available. It is important to note that, in light of this situation, the customer have expressed their preference for a full refund upon the return of the device. We want to assure you that we have promptly processed a full refund for this order on November 11. This case has been thoroughly addressed and officially closed on our end.

  Sincerely,