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:08/22/2023

  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 my iphone 11 in perfect condition. They offered me 220 for it a d then sent an email after receiving it saying it was damaged. I can now see frkm all the orher complaints this is a scam ckmpany and i most likely wont get my phone back. Id love if the bbb coild try to help me get the money they promised me or get my phone fixed and sent back. I know this company damages items and even sells counterfit items. I will be contacted the police local to their buisness and filing a police report and taking legal action.
  I am very poor and the 220 i was going to get was gon a help me make rent. My wife bought me a new phone just so i could pocket the money from selling this phone for rent. DO NOT DO BUISNESs with this company they are 100 percent fraudulent. BBB needs to fix their ratings on this company.

  Business Response

  Date: 08/29/2023

  Hi,
  
  We’d 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. The device we received was found to be cracked. Although functionality is not currently affected, this is an issue that will worsen over time with use. This issue was also confirmed during our reinspection. We understand that the customer may not have been aware of the damage/crack on the device, given the size and location of the crack it can easily be missed or covered by a phone case.
  We try to be as transparent as possible throughout the entire transaction. We value our customers’ trust above all else and always strive for the utmost integrity when assessing devices as such we make sure to provide detailed explanation reporting our findings.
  
  We have addressed this issue with the customer directly and was satisfied with the resolution offered.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely, 

  Customer Answer

  Date: 09/08/2023

  They claim to have sent me my phone back but it was never recieved. I'm quite certain there is a possibility that them and the branch of USPS local to them have a deal cut. Im awaiting a claim to file with USPS.we will see what the result is but I see many many many people online claiming this buisness is a scam. I advise the BBB check the source of the positive reviews because it is most likely coming from there own employees.

• Initial Complaint

  Date:08/14/2023

  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 ship a ***** Watch SE GPS Aluminum 40mm to them. I received an email saying they're offering nothing for the watch claiming it's a different generations than the made other. They then give me three days to respond to accept $0 so they can supposedly recycle the iwatch. No offer to return the watch.

  Business Response

  Date: 08/17/2023

  Hi,

  We’d 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 misrepresented. The device was discovered to be a 1st gen model instead a 2nd gen model as previously submitted. unfortunately, we do not offer on these devices and as such an email detailing our findings was sent, of which the customer has to decide within 3 days on how they wish to proceed. As mentioned during checkout, as well as in section 20 of the agreed upon terms and conditions "If you do not respond to ItsWorthMore's email regarding the new Offer within THREE (3) days, ItsWorthMore will continue with the processing. If your item has NO VALUE in accordance to ItsWorthMore assessment and you do not respond to our emails within the THREE (3) days, WE WILL RECYCLE your device and you will receive no payment or the return of said item." Our emails also clearly state that If the customer choose to decline, we understand and will send the item(s) back. If they do not respond within this time span, we will go ahead and process the payment in the adjusted amount.

  We have addressed this issue with the customer directly and was happy with the resolution offered. This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.

  Sincerely, 

  Customer Answer

  Date: 08/24/2023

  
  
  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:08/08/2023

  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 sent my MacBook Pro to them paying $50 for 2 day shipping and I also paid $5 extra for full insurance coverage for shipping damages that occur. My MacBook Pro was in great condition with no cracks or scratches. They quoted me $465 including the original charger. They reduced it to $75 because they said there were several cracks and my keyboard was worn down. I've used a keyboard protector the 2 years I've owned my laptop and there were no cracks. If I want it sent back (now damaged) I have to pay for shipping. I am so disappointed. That was my school laptop and I needed the money for it which is why I sold it. I paid more for shipping than what they're trying to offer me. Beware if you're trying to sell to this LLC!! I hope I get my money since I paid for insurance but so far I have not.

  Business Response

  Date: 08/11/2023

  Hi,
  
  We’d 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 inspection it was discovered and confirmed that the device was already in this state upon arrival, the packaging was small and had very little padding, which can cause damage to the item.
  
  Unfortunately, the insurance purchased for this device does not cover insufficient packaging.
  During checkout as well as in section 19 of the agreed upon terms and conditions we make it clear that “ ItsWorthMore will not be held liable for any damages incurred due to inadequate packaging. It does NOT cover packages received with missing or incorrect items. Please note, the insurance does not cover any claims that are denied by the courier. Finally, ItsWorthMore reserves the right to deny a claim due to inconsistencies with the information provided or any claims that the company deems fraudulent regardless of the courier decision.” And in section 30 of our terms and conditions, we also state “Packing and shipping recommendations provided to you by ItsWorthMore must be followed in order to avoid possible damage to or loss of the Product during shipping. ItsWorthMore will inspect all Products upon receipt and ItsWorthMore has the option to accept or reject the Product, including without limitation, to reject any Product: (a) not conforming to the description you provided to us, (b) modified in such a way that it no longer conforms to the manufacturer's specifications, (c) no longer compliant with applicable laws or regulations, and (d) damaged or lost in transit.
  
  We have addressed this issue with the customer directly and a resolution was offered.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

  Business Response

  Date: 09/11/2023

  Hi,
  
  We appreciate the customer's feedback! While we completely understand her concern. Unfortunately, the claim would be denied given how the device was packaged. We take customer satisfaction seriously and we are willing to offer an additional $100 as a courtesy exception. We will reach out to the customer directly to further discuss the additional payment.
  
  Sincerely,

  Customer Answer

  Date: 09/12/2023

  
  
  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:06/19/2023

  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.

  Offer #******
  I sold my galaxy tab s8 plus for an offer of $340. On the site it says without the S pen it's an offer of $290. I made sure to include the S pen. It's not worth $50 so why wouldn't I include it?
  I packed it with lots of paper and bubble wrap and was careful to leave the S pen and tablet protected.
  
  Their site promises zero fraud and 24hr processing and so many good things. I went with them from all other sites.
  
  They received my tablet and told me the S pen was missing. I asked them to look again it's definitely there in between the bubble wrap possibly but definitely there.
  
  After a week of no response I contacted them over email and phone (to which they didn't answer back for a week) and finally got back saying theres no S pen and they'll only offer $315 or send me back the tablet without the S pen they lost (that they claim was never sent.)
  
  I'm so mad, what am I supposed to do, take back the tablet and not be able to sell it anywhere else or take the new offer knowing they lost my S pen.
  
  I feel as if I was absolutely scammed!
  I accepted the $315 but I want the $340 or my S pen sent back. It was definitely in there. I never lost it ever and it's nowhere in my house. I remember placing it with the tablet. I want the full price I was offered. Zero fraud!

  Business Response

  Date: 06/27/2023

  Hello,

  We'd 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. We understand that the customer was not satisfied with the results of the evaluation, specifically the adjusted offer amount due to a missing S-Pen. We value our customers’ trust above all else and always strive for utmost integrity when assessing devices, as such we have requested to have our receiving footage reveiwed again and can confirm that the S-pen was never received. Out of good faith, we are more than willing to accomodate the customer's request, we have gone ahead reached out to the customer directly and offered our resolution. This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.

   

  Sincerely,

  Customer Answer

  Date: 06/28/2023

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

• Initial Complaint

  Date:04/27/2023

  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 tried to sell my Mac Mini in February and the check they sent via email got returned. The business has been unhelpful and refuses to help me. They have not returned my property and they have not paid me as promised. I spoke to my bank and they said it was returned to the issuers bank. But It’s Worth More swears it was fully deposited into my account. They have hung up on me when I have called. I asked for a supervisors contact info and they refused to help me.

  Business Response

  Date: 04/27/2023

  Hi,

  We'd like to thank the customer for reaching out and sharing their valuable feedback via the BBB. We have carefully reviewed the offer to get a better understanding of the issue. The payment in a form of a digital check shows as succesfully deposited into his bank. We have exhausted our resources and started an investigation on our end to get to the root cause of the issue and unfortunately the outcome of the investigation leads to the information that the check has been completely deposited through Bankcorp bank. We take customer's satisfaction seriously and are working directly with the customer and the banks to resolve this.

  Best!

• Initial Complaint

  Date:03/27/2023

  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.

  Yes I had submitted a request to do a trade in for my 2phones for cash with this company upon them doing their review of the phones they found h at these two phones were not branded. Samsung and we’re counterfiet phones so they were unable to pay me for the trade info fee agreed upon but in doing so they had destroyed all the o original stuff including boxes paperwork cords etc…since they have destroyed this stuff that means that I am unable to do a full refund for the two phones back to original retailer I bought the phones from for an full refund from them for selling me counterfiet phones….I am asking that one they pay me in full for the trade in offer amount because it’s lower then the retailers refund amount since fheir the ones who destroyed my stuff leaving me with no other choices to get my money back from the original retailer.it’s worth more did state they could replace the box but unfornatlley the retailer won’t except anything less then what was give at time if sale and to be honest everyone knows hhe requirement s for a refund I’m want Ming an full payment for both phone into my account immediately thank you

  Business Response

  Date: 03/31/2023

  We are in communication with the customer and assisting them with returning these devices back to the vendor they were purchased from as these devices were found to be counterfeit. The requirement that the box and accessories need to be returned with the device should not be applicable in this scenario.  

• Initial Complaint

  Date:03/14/2023

  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 came across this site while looking to sell my MacBook, it’s a 2012 MacBook In great condition, as I updated to a new model. Initially after filling everything out giving the model year, memory, gb storage and all, I was told $120. I didn’t think this was too bad when they are going for $100-200 right now. Once they receive my laptop I get a message that my laptop is now considered too old and I will now be getting $0 for my laptop , when they already knew the year to begin with. Then when I decline this and ask for my laptop back, I’m told I’d have to pay $50 for them to ship it back otherwise I can’t have it back. I feel like I have been scammed and just would like the laptop back.

  Business Response

  Date: 03/27/2023

  Thank you for reaching out and sharing your feedback via the BBB. We do see that this issue was an oversight on our end. One of our new technicians made an error in identifying the device model and incorrectly sent out an email stating we do not accept the device for trade-in. The issue was promptly corrected as soon as we were contacted via the BBB and the payment was sent.

  We are deeply apologetic for the inconvenience this may have caused the customer.

  Customer Answer

  Date: 03/28/2023

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

• Initial Complaint

  Date:01/18/2023

  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 traded in an iPhone 12 mini in "good" condition which I returned. I had photographed the device upon packaging up to return, in case there were any issues. It's Worth More quoted me $235.00 for the phone. Offer # is ******. After several days, I received a note saying that the item price was being adjusted to $185.00 due to "excessive" scratching. I was shocked, as the device only had light scratches and was in line with the "good" description. I've used this company once before without issues.I requested a re-inspection of the device. They reinspected and again said that it had "excessive deep scratching" and sent two photos. My issue is that these photos are either NOT my device, or they have damaged it upon receipt. I had taken two pics of the front (and also the back) of the phone upon sending it back. It was sent back in a padded envelope with air packaging. Those scratches could not have occurred in shipping. Someone truly abused that phone. The device they sent a photo for does indeed have significant scratching. My problem is that their photos are not what I sent them. There has either been a mix up (and they've swapped devices with another iPhone 12 mini light green), or they've damaged my phone. I feel like I was held hostage to accept $50 less than quoted, or get the phone back (which they've now mixed up and/or scratched). I have ********** on my device, but it's expiring soon and I don't even think this is my device.I was essentially forced to accept the over 20% reduction in the price to the device, or take back a scratched device that they damaged or is not my device. I feel like this is a total bait and switch. I'd like the full $235.00 refund, not a reduced $185.00 refund. I did not send in a phone that was this damaged, and there has either been an error, or this company is deceptive in their business practices.

  Business Response

  Date: 01/20/2023

  We'd like to thank the customer for reaching out and sharing their valuable feedback via the BBB. After double-checking our records, it appears that we have a device under this customer's trade-in with an IMEI of *************** & serial number ************ - just in case they want to confirm its' actually their device!

  With that said, we do not intentionally add scratches to a device.  Flawless products often generate an even higher demand and price point. We value customer satisfaction so our deductions don't always reflect the full difference between condition grades as we'd rather keep those adjustments minimal! 
  
  In this particular instance we've simply reported our findings given how the device was received by us. Though the scratching seems consistent with regular usage, there is a chance that it was not packaged securely and the movement during shipping led to scratching on the device.

  We do value our customers and as a one-time courtesy, we can bump the pricing for this device to Good condition - which is what the customer had originally selected. The payment for the difference will be sent shortly.

• Initial Complaint

  Date:01/06/2023

  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 purchased an iPad through Newegg on Dec. 16, 2022 as a Christmas gift for my child (her Santa gift). She was so excited when she opened it. However, when we turned it on, an alert popped up reading "This iPad is property of ********************* Please enter your hospital user name and password." It was locked and remotely managed by a hospital server in ********** **.I contacted Newegg Christmas morning to explain our situation, hoping for a swift resolution. I was told they used a 3rd party vendor, '************," and I would need to contact them to resolve the issue.************ did nothing to resolve this problem. After many, many emails and complaints, they apologized for "any inconvenience" but stated that all products are "fully inspected" and they had no way of knowing it was locked. Which I find curious since my 9-year-old child discovered that it was locked to a hospital server by just powering it on?! I even located and reached out directly to the hospitals IT ***** hoping they could unlock it and my daughter could keep her Christmas gift, but there was nothing they could do.************ finally emailed a return label for a FULL REFUND. I explained to my child that ***** needed the iPad back because it already belonged to someone else and took the package to ***** that day. Today I get an email that Newegg was issuing a full refund... (minus a restocking fee)?! WTH?! I bought this product in good faith from a supposedly reputable company. Now I am being charged for restocking when I had NO CHOICE but to return this lost/stolen item. This is fraud. There is no way the iPad was 'refurbished, tested, or inspected.". What a reputable company should have done to make this right was send a comparable replacement product. What they did, was not give a s*** about ruining a child's Christmas or selling lost/stolen hospital electronics. I caution any potential buyers from purchasing from either of the two companies after this Nightmare on Christmas.

  Business Response

  Date: 01/17/2023

  I'm very sorry to hear about the customers experience with us. We did fully inspect the device despite the customers claim. We used a third party vendor to check all of our devices and I've attached a certificate showing all of the checks that were performed on the particular device the customer received.

  In some rare occasions we've seen devices linked to a corporate account somehow get relinked at a later date. It seems this is what may happened in this instance. 

  We understand that this is not the customers fault and did indeed issue a full refund to the ************* a courtesy credit. Unfortunately had to direct them to NewEgg customer service to figure out why they only received a partial refund as this information is not available to us.

  We hope this has been resolved with NewEgg. If not, we are more than willing to assist the customer further.

• Initial Complaint

  Date:01/05/2023

  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.

  Requested (****** ) item for Apple iPhone 14 Pro *** be returned. Email confirmation agreed.Further communication, *************** holding phone for a prior sale order that was settled then they stated that the phones were Blacklisted, no documentation. No right to hold phones

  Business Response

  Date: 01/09/2023

  The customer sent in 3 iPhone 14's for trade-in which were promptly processed and the customer was paid. About a week after the payment was sent, all three devices were flagged as being blacklisted by the carrier. Images showing the devices as being flagged have been have been attached.
  
  Per our terms and conditions, the customer acknowledges that they have legal right, title, and interest in any and all Products they seek to sell to ************ and all Products must be able to be activated for new service (unless the Product is incapable of being activated because of its condition). They also confirm that the item shall not be counterfeit, stolen, or fraudulent. They represent and warrant that the Products are free of any liens or encumbrances, including third-party software which may not be transferred or for which royalties are due. Finally, they expressly agree to indemnify ************ from all claims or losses sustained by ************ as a result of any breach of their representations and warranties.
  
  Given that the customer accepted these terms, we've requested the customer to either contact the carrier and have them remove the device from being blacklisted or refund us the funds for these 3 devices. In the meantime, we've put the new transaction on hold while we wait the customer to resolve this issue and fulfill their end of the contract.
  See Attachment/File: Screen Shot 2023-01-09 at 1.13.14 PM

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  *************** Paid on the first contract. This has nothing to do with the second iPhone sent in.
  The agreement was accepted by ************** and Paid.
  
  On the second contract,lIbrequested that the phone be returned as ************** stated that it was also Blacklisted. If the phone has no value and the offer was reduced to zero dollars why are you holding the phone?
  In several communication attempts I was notified that the phone would be returned Paid the return fee and mislead.
  
  
  It's kinda of funny that after the fact they star that the phones were Blacklisted without any documentation. And want me to call and have them un-Blacklisted? after they are out of my possession.
  
  Be aware of this company
  
  
  
  

  Customer Answer

  Date: 01/12/2023

  ce adjusted from $702.00 to $0.00
  Reasons for adjustment:
  The device's electronic serial number or ESN, was found to be listed as lost or stolen. Because of this, the device will not be able to be activated on any carrier. Unfortunately, we are unable to proceed with making an offer on this device. Please contact us at ********************* to discuss further.
  This item has been recycled
  
  
  As you can see they have no intention of returning phone. It was supposedly recycled, without authorization.

  Business Response

  Date: 01/16/2023

  The customers continues to ignore the fact that they sold ** 3 blacklisted devices that they dont seem to want to take responsibility for. In any case the customer is correct in stating that we have no use for the device.  We will be returning the customers device once the return fee is paid.
  

  We will be separately filing a dispute for the payment for the other 3 blacklisted devices that they sold to us.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18803784
  
  I am rejecting this response because:
  I previously received a response from this Business that they would return offer number # ****** would be returned to me. Until, I actually have the device, this will not be resolved.
  Sincerely,
  
  ***************************