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:09/17/2023

  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 recently sold 3 items to Decluttr. It shows that they received the package a few days and now when I was asking why does the system is showing that the products did not arrive. They assured me that it did. Tracking number shows it was delivered. I am very worried that I will not get he money a total of $761. I really did not like that it took 10 days to get to the location and more days to process when the website states that it will all be done within 1 week. ITs going on for weeks and honestly I need the funds. I am asking for the payment as the products have arrived at the warehouse and their company does not communicate what is goin on. I have done business with them in the past and they are great. But now I feel like this is not the same. My order number is *******

  Business Response

  Date: 09/21/2023

  Thank you for reaching out to us regarding your order, I am very sorry you have felt the need to make a complaint regarding this.

  I have had a look into your order, and can see that there was a delay in processing the Pencil, however this has arrived with us, and was accepted for the full original offer.

  The Galaxy Note20 Ultra that we received failed our quality assessment as it would not connect to our Computer for testing. As you declined our reduced offer, this has been returned back to you via *** with the tracking 1Z867E8W0390396245.

   

  The other 3 items were accepted, and a total of $500 was issued today for you. We advise allowing 3-5 business days for payment to be received.

  Customer Answer

  Date: 09/21/2023

   
  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.

   

  The only advise I would give this company is to make sure that you keep in touch with customers. Have a phone number for customers to talk to someone regarding there order. Also clarify when you guys are open with the correct time zone. I notice the the time zone is ****** time Zone. This can conflict with ** here in *****************. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This refers to ORDER NUMBER: ******* | ORDER VALUE: $226.00 They gave me a shipping label, the tracking number is 1Z 867 E8W ************.The quality guarantee given by decluttr is supposed to cover anything that happens but *** has lost my phone and decline is doing nothing about it asking me to provide things that I have no idea about and shouldnt have to provide. They use this third party and still have liability.

  Business Response

  Date: 09/19/2023

  Thanks for reaching out to us regarding your order.

  From looking into this, I can see that this has not yet arrived with **, and therefore we will need to conduct the necessary investigations into the whereabouts of this, so we can review whether this is eligible for a claim. 

  The information we require is the Proof of Postage, the **** number or Serial number of the device, and also proof of ownership or proof of purchase for the device.

  Please can you provide this so we can review this further for you? 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20617077
  
  I am rejecting this response because: I have already spoken to your so called support staff and they asked me the same things. First, My responses should be on file. Second, how would I know an imei number of a phone I just sent away? Its not like I can look it up. Youre asking these things to try and get out of being liable and its wrong.

  you are liable for the amount owed to me for the phone. You chose to have a third party ship it and you are not contacting them after they lost it.

  youre asking for a proof of postage, look up the tracking number, it literally says it was in their possession. This is what I mean, youre just not even trying.

  im over talking to you, either pay me, retrieve the phone and give it back or I will escalate this matter as far as I can.

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

  Business Response

  Date: 09/19/2023

  We do state within our terms and conditions that all 3 pieces of information requested are required for us to complete the necessary investigations. 

  The **** can be retrieved by contacting the retailer the item was originally bought from. They will keep record of the **** and can provide both the **** and proof of ownership if you do not already have this available. 

  When parcels are sent, the courier provides a paper receipt confirming that the item has been sent, and this is the proof of postage required. The online tracking does not show all information included on this paper receipt. Without the requested information, we cannot complete the required investigations. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20617077
  
  I am rejecting this response because: I replied to these inquiries with your support staff and provided a screen shot of the place that picked up the item.

  Youre saying you wont even talk to *** because you dont have these these items youre asking for? Thats not right at all.

  no matter what you put in your terms and conditions I have the right to a reasonable set of terms which you are trying to bypass. It is reasonable for me to believe that you should contact your third party shipper if they lose the item during transit. It is reasonable to believe that SINCE THE SHIPPER CLAIMED THE **** AND IT SAYS THAT WITHIN THE TRACKING INFORMATION THAT IT PROVES THEY HAD THE ****.

   

  your company is a complete joke by trying to get around having to be liable. 
  

  im not speaking with you anymore after this response. The BBB can intervene now since you are clearly not even trying ti help. I bet you havent even looked up my record of chats I had with your support staff.

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

• Initial Complaint

  Date:09/15/2023

  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.

  This took place on June 28th, I shipped my iPhone 14 *********** Deep Purple (Unlocked) and iPad Pro **** inch WIFI + 5G 2TB to Decluttr in hopes of receiving some money for the electronics I do not use anymore to make a little extra cash. They provided a shipping label for me and I shipped it off the same day in a small box with bubble wrap so the devices stay secure. I was quoted: $1787.00, which I am fine with I thought they would even give me a lower offer.5 days go by and I notice that it has no movement on *** website the tracking number is 1Z867E8W9091666047. I had contacted them July 5th because there was no movement on the package and it started to worry me. They told me to wait 10 business days (July 14th) so I did and re-contacted them. Then they claimed my name was different than the one on the account which I do not like. I explained to them that I the shipper have opened a claim on *** for the lost package, but they have been conducting their own investigation since July 27th and the email said this on that date I submitted everything for them to investigate Hi *****, Thanks for your reply. As we have now received the relevant information, I will pass this on to our claims department for further investigation. If we required any further information to support this claim we will be in touch. Please allow up to 3 working days for feedback and 14 working days for claim investigations. I'm sorry again for any inconvenience caused. Have a lovely day further. Kind Regards ************* Services No response since I've emailed multiple times and even *** is saying what are they stalling for because *** is the one paying for the lost item not them. Also, its been almost 2 months since they've been conducting an investigation, kind of weird to me for a company to take that long.They check/deposit is for $1787.00. Feel like I am being scammed by them, totally ignore your customers right & steal their time.

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.
  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.
  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.
  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.
  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Business Response

  Date: 09/20/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint.

  From looking into this, I can see our **************** Team have been handling this, and were awaiting an update from our Claims Department.

  Upon receipt of your complaint I have spoken with our Claims Team, and they have confirmed that this order is eligible for a courier claim as all requested information has been provided. As a result, we will be issuing payment for you, and we advise allowing 3-5 business days for this to be received. 

   

   

  Customer Answer

  Date: 09/20/2023

   
  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.

  They ended up paying out after receiving these string of emails, thank you so much BBB. Very helpful people!

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

• Initial Complaint

  Date:09/15/2023

  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.

  Hello.On August 23, 2023, I submitted an order to Entertainment Magpie Inc., DBA Decluttr to purchase my Apple Watch Series 7 GPS 45mmtarlight Aluminiumin order#*******.I received an email my item was received. However, they requested I unlock my Apple watch so they can finalize the purchase. I was unsuccessful in unlocking it and have requested my items be sent back to me 3 times. **************** will no longer accept me contacting them and I always get an error when submitting a request to chat during normal business hours. I simply want my Apple Watch Series 7 GPS 45mmtarlight Aluminium with my tri colored wrist band returned to me in its original packaging in which I shipped it.

  Business Response

  Date: 09/19/2023

  I am very sorry to hear that you have felt the need to make a complaint regarding your order. 

  I have had a look into this, and can see that the watch we received was initially locked to your iCloud account. As a result, we were unable to offer payment for this item, and therefore we had to retest this once it was confirmed as removed.
  Despite the delays, our team have confirmed the iCloud was removed, and therefore the item was assessed, and was found to match the condition described when placing the order. 

  As a result, we have issued payment for the full original offer for this device, and this was processed today for you. We generally advise allowing 3-5 business days for payment to be received, therefore please keep us updated regarding the payment for this order. 

  Customer Answer

  Date: 09/19/2023

   
  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:09/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the search of a iPhone when i came across Decluttr and I found the phone I wanted, I made the purchase on August 4th Order Number R368752378 for a iPhone 13 pro max **** Item got shipped Aug 7th I was excited to receive the phone I needed. couple days go by and I never got my phone. I work from home and *** is always delivering items to me and they never delivered my phone. I went to check tracking and it was RETURNED TO SENDER it delivered to sender on August 16th. I sent them a email on Aug 17th because I have not received it and tracking showed returned to sender, I never got a email from them. So I kept emailing them and no answer. Called, no answer. Live chat, Never had a agent. August 25th I got the first reply from "*****" who said she escalated and needed 14 days and would get back to me. well never got a answer. I kept emailing back and no answer, till randomly on Sept 9th I got a reply from "NOLU" and they said to wait 28 days before they can take further action! 28 DAYS! what happened to the 14 days I was told by "*****"? well you can guess by now that after I replied multiple times I have been just IGNORED. no call answer, no call backs, no emails, no live chat agents. not sure what to do! I just want my refund at this point thats it. I have attached all the emails and tracking numbers. 1Z867E8W0395253890

  Business Response

  Date: 09/15/2023

  Thank you for reaching out to us regarding your order. I am very sorry to hear of the issues you have been facing.

  I can see our ***************** have been reviewing this matter, and have confirmed that we will not be issuing a refund for your order. 

  The item was marked as delivered successfully to the address provided on 10th August. Shortly after this was delivered, the package was placed back into the couriers network and sent to an address in ********. Our Warehouse is in Georgia, and the courier did not deliver any item back to our warehouse, and they have also confirmed the item was delivered as addressed, successfully on 10th August. 

  As a result, we do believe the item was received as expected, and the package was then re-sent to attempt to retrieve a refund for this order. As a result, the claim is rejected and we will not be reviewing this matter any further. The item has not been returned to us and the courier confirmed it was delivered as addressed before the package was placed back into the parcel network. 

  
  

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising 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.

  Hi,I would like to file a report on an incident where I sold my apple ultra watch to an online business called decluttr.com, but after they rejected my ultra watchs value (because it was locked), they immediately stopped responding. Not only did they not inform me when it arrived, but they I dont know when Ill get my watch back.I checked their online reviews and they seem to get a lot of complaints, and I feel ashamed that I didnt check prior to sending my watch with brand new accessories.I would like to get my ultra watch, my hermes and brand new bands, and my ************. Or payment of $425. My order number is 1534346.Im on their email list and theyre 1st in organic search results on Google.Thank you for your time and have a nice day.

  Business Response

  Date: 09/19/2023

  Thank you for reaching out to us. I am very sorry that you have felt the need to make a complaint regarding your order.

  From looking into this, I can see that we received your Apple Watch, but when it arrived, it was locked to an iCloud account. As a result, we were unable to process this, as we require all iCloud locks to be removed before we are able to offer payment for any items.

  I can see that you have requested a return of the item, and therefore our team have sent this back to you via *** with the tracking number 1Z867E8W0397454884. 

  I am very sorry for any inconvenience caused due to the delays surrounding this. 

• Initial Complaint

  Date:09/14/2023

  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.

  Hello, I sent my Playstation 5 to Decluttr as a way of making extra cash, I am a single mother. I wish I would have read more reviews because now I am out of $543.79 but I only planned on selling for $325. Well now Decluttr is telling me that they never received an entire PS5 that was packed in its original box along with its original controller. They offered me $11.90 for the controller!! Im so ******, this has to be a joke. No way out of this extra large package did they only receive my controller. They are scamming people. Its all over reddit and other websites. I am hoping to at least get my game system back or my money for my product. That was a perfectly good PS5 that I could have sold to any other better company or sold myself. I made a mistake trusting them and I need help with some type of resolution. This is so sad that they are doing this to innocent people.

  Business Response

  Date: 09/15/2023

  Thank you for reaching out to us regarding your order, and I am very sorry you have felt the need to open a complaint. 

  I located an email thread you had with our **************** Team, and have replied via this directly to explain this situation. 

  Upon receipt of your complaint, I have escalated this matter with management to review the order and confirm the details. They have confirmed we did receive your PlayStation 5 Console, and it is in the expected condition, meaning we can offer the originally agreed $325.00.

  Please let us know if you wish to accept this offer, or have the full console returned back to you. We can then process this for you. 

  Customer Answer

  Date: 09/20/2023

   
  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.
  
  I received full payment for my device in 3 business days. All is well. Thank you all so much! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising 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 an Apple Watch Series 7 and charger to sell. They notified me that they received my watch. Then immediately sent an email to me stating my watch was still locked. I unlocked the watch and havent heard back from them. *** attempted several times via email and chat, no response. I believe this is a scam and I'm hoping BBB can help me recover what's owed to me. I will do whatever is possible to shield like on this bogus company. This has been a bad experience.

  Business Response

  Date: 09/18/2023

  I am terribly sorry for the delay in receiving an update on the status of your order. 
  From reviewing this, I can see the device arrived with us locked to an iCloud account. We cannot accept items in this condition, or offer payment for them, therefore we had to retest the device once you confirmed this account had been removed.

  Once the item was retested, we had to manually complete the order via our system, and I can see that payment was issued for this item on Friday, 15th September. 

  We generally advise allowing 3-5 business days for payment to be received, therefore we would recommend allowing until Thursday, and informing us if this has still not been received and we can look into this.

  Unfortunately we cannot return the device as it was in the expected condition, therefore we issued payment for the original offer agreed when sending the device to us initially. 

   

• Initial Complaint

  Date:09/13/2023

  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 have declined a revised offer for an item I sent in (order *******). I urgently need to confirm my address with Decluttr before they send it back to me. Please reach out to me regarding this, your **************** phone line does not work, it never rings. No one is replying to my emails. Attached is an image showing online chat is down. This company has no face, once you send your product in it becomes a black box as to whats happening. Please reach out to me so we can resolve this complaint and get my device back safely. Thank you!

  Business Response

  Date: 09/14/2023

  Thank you for reaching out to us.

  I am very sorry to hear of the issues you have faced in contacting our **************** Team. We recommend all customers ensure their address is correct before placing an order with us, as we generally recommend allowing 2-3 business days for a response from our team, and we cannot guarantee any requests will be picked up before any items are returned if an offer is declined.

  However, from reviewing this, I have located an email from yourself to our **************** Team and can assure you that the **** ****** Ave address you have provided is the one on the order, that the item will be returned to. 

   

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20598584
  
  Thank you for the response, can you please confirm the address has Apt #3 included. This is the part of the address the website was rejecting. It has to have the apartment number for successful delivery! Thank you for the prompt response to this!

  -***********;

  Business Response

  Date: 09/14/2023

  I can assure you that the Apartment Number 3 is included in the address on our system. 

  Customer Answer

  Date: 09/15/2023

  Great, I will confirm the package arrived safely before closing the complaint then. Thank you for your response.

• Initial Complaint

  Date:09/13/2023

  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.

  This is in reference to order #******* On 8/13/2023 I received a welcome pack from Decluttr to send 1 iPad Pro 6 2022 edition with Wi-Fi, and 1 iPad Pro 6 2022 edition with Wi-************* 5G. I dropped my items off at the post on 8/16/2023. I contacted Decluttr on 8/29/2023 to see if they had any information about my items as I had not seen the tracking update since I dropped my items off. In order to pass my concern along to their investigations department, they requested a proof of purchase receipt with a drop-off receipt from the post office which I happily provided. It then took 7 days and 3 follow-up emails to receive a response on 9/6/2023 saying they had passed it along. Since then, I have sent 3 more follow-up emails asking for an update and have received no response. It seems this is a common problem with Decluttr and is something I should have looked into prior to attempting to do business with them, but I write this simply asking for a response or resolution because I have no idea what is going to happen.

  Business Response

  Date: 09/13/2023

  Thank you for reaching out. 

  We are very sorry for the delay at this time. Unfortunately, your order has failed to arrive with us so we are currently investigating this further with the courier service. 

  Unfortunately, this investigation is still ongoing so we do not have an update as of yet. Please be assured that we will be in touch as soon as this is concluded. 

  We appreciate your patience during this time. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20595350
  
  I am rejecting this response because:

  I understand investigations take time but communication would be great - especially after a third email highlighting I am worried because I know nothing about the process.

  Since Decluttr's response was so quick after a BBB complaint, I will be keeping it up until the matter is resolved.

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

  Business Response

  Date: 09/14/2023

  I am very sorry for the delay in receiving an update regarding the status of your order. From checking, I can see this has been claimed for as the courier appears to have lost the parcel in transit. As a result, the full payment has been issued and should be received in 3-5 business days. 

  Please keep us updated if payment is not received. 

  Customer Answer

  Date: 09/14/2023

   
  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.

  This complaint was not an attempt to shame Decluttr, but was just sent out to receive proper communication.
  
  Sincerely,
  
  *************************