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:09/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent an iPhone 13 Pro *** to decluttr because they were offering a 686 payout. After receiving an email that said my payment had been sent I come to notice that my payment was never actually sent. Its been 9 days since they sent the payment and nothing has hit my bank account. Ive reached out multiple times to their customer service and they try to transfer me to someone else. And this was on their live chat because theres no way to get into contact with them over the phone. I just want my money or the phone back in one piece so I can actually sell it to someone whos gonna pay.

  Business Response

  Date: 09/11/2023

  We are very sorry to learn that you have not received your payment. 

  According to our payment system, the direct deposit was successful to the details supplied on your account. As a result of this, we must request a copy of your bank statement from August 29th and onwards. 

  The bank statement must display your account number and routing number so we can check this against our records. 

  Please accept our apologies for the disappointment this has caused. 

  Customer Answer

  Date: 09/11/2023

  Yes, here is the bank statement. 

  Business Response

  Date: 09/14/2023

  Thank you for providing us with your statement.

   

  Our Accounts Team have reviewed this and confirmed we would require a bank statement which covers between 30th August and 4th September. 
  Please can you also confirm the Account Number and Routing Number so we can check the information we have on our systems is correct. 

  Customer Answer

  Date: 09/15/2023

   
  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.
  
  **********************************************************

• Initial Complaint

  Date:09/07/2023

  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 sent a 2016 MacBook Pro and charger to Decluttr for trade-in and never received my $231 payout. On 8/21 the order was received by Decluttr, and on 8/22 I received an email saying I'd be paid $231 via direct deposit within 3 business days. I never received payment.I've followed up twice via email with Decluttr and did not get a response. I was able to reach them by online chat on Tuesday, 9/5, and was told the payment "bounced," and that re-entering my bank account info would re-issue payment. To date, I haven't been paid, and now Decluttr's online chat isn't working. It's impossible to get ahold of anyone to address my issue. I'm hoping BBB can help me recover what's owed to me.

  Business Response

  Date: 09/11/2023

  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 the payment we attempted to issue for your order failed, and therefore we had to await confirmation of the details being updated before we could reissue payment on our system.
  This was reissued last week, and therefore should now have been received in full for you. i am truly sorry for the delay in receiving this. 
  

  Customer Answer

  Date: 09/11/2023

   
  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:09/05/2023

  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.

  On July 29th, 2023, I sold a ********** Switch OLED model to Decluttr for an appraisal of $154, due to a 10% extra promotional code being applied. The original value was $140. The business was supposed to direct deposit that amount into my checking account. Unfortunately, this item was damaged during transit. I was assured by a customer service representative, Nolu, that the tracking number acts as insurance for my order so that in the event of an issue with my parcel, I would still be compensated. After the allotted ten business days had passed, I contacted Decluttr three more times over the course of roughly a month. Based on the courier's website, I believe the package was returned to Decluttr at ********, **. I still have not received payment. Instead of amicably attempting to resolve the problem, all of my further inquiries were left unanswered. My tracking number *********************** is 1Z867E8W9096842025.

  Business Response

  Date: 09/06/2023

  Thank you for reaching out to us regarding your order. I am very sorry to hear of the issues you have been facing regarding this.
  From looking into this, I can see that the tracking indicates there has been damage reported to the parcel. 

  In order for us to file a claim for this, we would require a copy of proof of postage and proof of purchase or ownership for the device that has been sent to us. 
  I am very sorry for any inconvenience however we do require this information in order to make any further progress regarding your order, and I can see our **************** Team have also requested this. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20558400
  
  Here are the requested documents.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/14/2023

  Thank you for providing this for me. 

  Our Claims Team have reviewed the documents provided and confirmed that a claim has been submitted for the item.

  As a result, full payment of the original offer for the item has been issued today. We would recommend allowing 3-5 business days for the payment to be received. 

• Initial Complaint

  Date:09/01/2023

  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.

  Im reaching out about the iPad delivered on 8/31/23 through Back Market (3rd party) for trade in, order #******. The tracking number via *** is 1ZE0K9599013906644 (picking slip printed on 8/29, shipped 8/30, arrived 8/31). As I am no longer interested in having Decluttr evaluate my item, I am requesting that it be returned immediately. Myself and Back Market have updated the chat on the Back Market website to keep track of the items return, but I havent seen a response from your team yet. Decluttr committed to providing payment after evaluating my iPad, but as I stated through ************ chat. I no longer want them to evaluate my item due to the horror stories of other sellers having their items damaged by this distributer. While I understand only two business days have passed since shipping, I am pressing the urgency because I genuinely fear that my item will be damaged or simply not returned at all. Decluttrs reputation speaks for itself and Im simply not interested in moving forward with their team. I appreciate any and all assistance in having my device returned to me ASAP. Thank you so much!

  Business Response

  Date: 09/04/2023

  Thank you for reaching out to us. From reviewing this, I understand you have been in contact with our team via BackMarket directly, who have confirmed this request was completed as expected. 

  Customer Answer

  Date: 09/04/2023

   
  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:08/30/2023

  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.

  3rd time trying Decluttr's phone trade in service. Previous 2 times were just as bad. Date of transaction: 8/14/2023. Order number: *******. I would send my old iPhone 8 unlocked to Decluttr in exchange for $15.60. I have sent my phone to Decluttr, but they have claimed it is still locked; which it is not. Decluttr has sent me 3 emails saying the phone is still locked, and I have emailed back asking what I should do. My emails have went unresponded. I have also tried calling multiple times, but their phone appears not to be working.

  Business Response

  Date: 08/30/2023

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

  From looking into this, I can see that the device is locked to an iCloud account, and this is still showing as present despite us sending the instructions to remove these. 

  As you have been unable to remove the account, we will need to return the item to you, so this can be removed in person. The item will be returned back to the address on your account. 

  I am very sorry for any disappointment or inconvenience caused. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20541290
  
  I am rejecting this response because: this device is not signed in to my iCloud/Apple ID. I have provided proof, with the attachment I am sending, of all my devices signed into my account. ********************** has sent numerous emails stating that the device is locked to my iCloud; which it isn't. I have trying emailing and calling Decluttr multiple times to resolve the issue, but they have failed to respond to any of my communications. I wish to speak to an (Decluttr) associate that can resolve the issue or for Decluttr to release the funds that they agreed to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/31/2023

  I am very sorry for any disappointment however I have attached a copy of the report showing this device is locked to an iCloud account and therefore the lock has not been removed from the item. 

  We cannot accept locked devices, and this will be returned back to you as you have not removed the account. 

   

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20541290
  
  I am rejecting this response because: this iPhone is not connected to my iCloud account. I have reattached the image showing the devices that are signed in to my iCloud account. This iPhone is not listed. If the iphone is connected to my iCloud account, but doesn't show up on my iCloud account, how do I remove it?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/29/2023

  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.

  On 6/11/2023 sold 10 DVDs to Decluttr for $15.99. They received the DVDs on 6/14/2023, signed for by ******. On 7/28/2023 Decluttr confirmed by email that the DVDs have been received and were being processed. Nothing has been paid to date.I want either payment or the return of the 10 DVDs.

  Business Response

  Date: 08/30/2023

  I am very sorry for the delay in receiving an update on the status of your order. 

  Having checked, I can confirm the order arrived with us in June, however it appears that due to a system issue this became stuck in our warehouse and processing was delayed. I have escalated this internally, to be forced through to completion, and the order should be fully paid shortly. I am very sorry for any inconvenience. 

• Initial Complaint

  Date:08/25/2023

  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.

  When selling Air pods, they claimed them to be fake despite packaging in the original box I got from the apple store. Now they are keeping them with no explanation or payment

  Business Response

  Date: 08/28/2023

  We are very sorry for any disappointment caused surrounding your order. 

  From looking into this, I can see that we received your Airpods, and after checking, they were found to be non-original. We do not accept fake items, and therefore we cannot accept these. We sent you an email informing you of this, and asking if you would like these returning back to you, or if you would prefer for us to recycle these. 
  As you have not responded to the email, no decision has been provided so the order is awaiting an update.

  We have requested these be returned back to you, however would recommend responding to the email we have sent to you regarding the order also. 

• Initial Complaint

  Date:08/25/2023

  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.

  On 8/21/23 I placed order R235475167 for a CD box set titled Deep Purple The Complete Album 1970'1976. On 8/24/23 I wrote to them to ask why it was still showing as Order Being Processed rather than Order Shipped. After some time, *******'s response was my order will be refunded as it could not be processed due to technical difficulties (not appearing yet as of 8/25/23 on my credit account). I have ordered approximately 100 times from them and such a technical difficulty with processing my order never occurred. I do not believe their reason is correct and want to know the factual cause (prior, their "bot" said the courier lost it and a refund would be issued even though it had not even shipped). I had been looking forward to receiving it and was only advised of this when I inquired, not due to them contacting me re this matter. I had not called about a refund but rather what was the cause for delay. This was one of a kind at their end so could not be replaced by them.

  Business Response

  Date: 08/29/2023

  I am very sorry to hear of the issues you have faced in receiving your order. 

  From looking into this, I can see that unfortunately due to a system issue, the order did not load onto our system correctly, and therefore we did not dispatch this as expected, as a result we cancelled the order and issued a full refund for the item. 

  I am very sorry for any confusion caused by the bot response, this was automated and we have escalated feedback regarding this to ensure this does not occur again in the future. 

  In the meantime, the refund looks to have been successful, and our stock is constantly updating, so you would need to reorder this if you still wish to order the item. 

  Customer Answer

  Date: 08/29/2023

  I DID receive the $14.13 refund but as advised by ****** via chat on 8/26 Decluttr CANNOT refund the ** sales tax I paid of $1.41.  The $14.13 was the remainder of original purchase sum of $17.30 - $1.76 Promo Code - $1.41 Ns Sales Tax = 14.13.  Why was the $1.41 sales tax not included in the refund (** tax 8.8%; 4.5% *** + 4% *** on $15.89=$1.41)?  Thre refund should have totaled %*****, this order cancellation was initiated by your end, not mine.  Thank you.

  Business Response

  Date: 08/30/2023

  I am very sorry for any confusion caused. We do offer a refund of the tax, this just has to be done internally and manually processed. I have requested the remainder of the Tax be refunded for you, and this should be received shortly. 

  Customer Answer

  Date: 08/30/2023

   
  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:08/23/2023

  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 was trying to sell my old Apple Macbook. Decluttr offered me $336 so i accepted the offer. I sent my Macbook into Decluttr. On June 13th, 2023, Decluttr sent me an email saying that they could not follow through on their original offer and offered me a lower amount. I rejected the offer. Upon rejecting the offer, it said to make sure to check the address on file and to update it if needed. I updated the address in their system and also contacted their customer service to make sure. I was told by ******** from Decluttr that my address was updated and she would even send a note to this shipping team to make sure it got sent back to the correct address. She also stated I would receive shipping notifications via email. After a few weeks, I noticed I never got my computer back. It slipped my mind because I never got any emails from Decluttr about anything. I reached back out on July 13th and was told it was shipped back to the wrong address. I replied with all the information saying that I updated the address both through the website and through customer service who confirmed. I also stated that I never received any shipping emails that said my device was shipped out. I have now gone back and forth with customer service who is now telling me that I was unable to update my address after declining the offer even though it tells you to when you decline the offer.

  Business Response

  Date: 08/24/2023

  I am very sorry to learn that you have experienced these issues with your trade order. 

  I must advise that updating the address on your account does not change is on existing orders, this is stated within my account when you are updating. I can see that you did reach out to us on the date of decline to update your address and our agent noted this on your order. Please note that you should ensure the address is correct before order creation so the correct return address is printed on your sending label.

  Unfortunately, the date this was noted, the order was already manually dispatched for return. You can see from your tracking that the label was created on June 15th. We are very sorry that you were not informed of this at this time. 

  Can you confirm if there is any way the device can be retrieved from the old address? Are you in contact with the current tenants or neighbours? 

  We are very sorry that this has occurred. We will work to resolve this with you as quickly as we can.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20510958
  
  I am rejecting this response because:
   You state that the label was already created when I reached out to customer service. That is false. 
  

  I updated the address on the 14th. The response from customer service was that my address was updated in the system and a note was created for the shipping team to ship to the updated address at 1:46am CST of the 15. The shipping label was created on the 15th at 4:12pm CST according to ****  
  
  It was also noted that I would receive an email confirmation and tracking number which I never did to make sure it was sent to the correct address. I had no idea it was even shipped and delivered to the wrong address until I reached back out.  
  

  I did everything I was supposed to prior to my item being shipped back. I was told that my address was updated prior to it getting shipped back and that everything was set. 
  

   

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

  Business Response

  Date: 08/29/2023

  Thank you for your response. 

  As advised, the date this was noted, the label was already created. I understand the address was updated on your account on the 14th and this was communicated on the 14th but we do have a response time of 24 hours and by the time this was noted, the label was created.

  This is the reason we ask all customers to ensure their address is updated on their account at order creation rather than date of offer decline as our dispatch turn around is timely. 

  As requested, can you confirm if you have any way of collecting the item from the previous address or if you have any contact with the current tenants? We can send a letter to the address if necessary.

  Thank you.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20510958
  
  I am rejecting this response because: 

  you keep referring to the label already being created but as you can see from screenshot of the *** tracking system, the label was not created until late in the day on the 15th.  
  

  If I updated my address too late as you state, shouldnt the customer service say that in her response? Otherwise, how am I supposed to know? On top of that, you all sent no shipping emails so I could not know it was even shipped to the wrong address. 
  

  No, I do not have access to that address. It was corporate apartments that are now owned by a completely different organization.
  

  If the initial customer service response would have told me that it was too late and that it was being shipped to the old address, I would understand. Unfortunately, that is not what happened. Decluttr needs to own up to their mistake.  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *****************************

  Business Response

  Date: 08/31/2023

  After reviewing the case internally, we can see that our **************** Team informed you the address was updated before the item was returned, however this was not correct, and as a result the item was returned to your old address.

  We will be sending a letter, with a returns label to the old address, requesting for the item to be returned, and also placing a block on the device to prevent this from being used moving forwards.

  Due to the poor service received in relation to this matter, on this occasion we have issued payment of the full original offer of $336.00. 
  Please allow 1-2 days for this to be received, as it has been sent to the PayPal email on your account. 

  I am very sorry for the inconvenience, and for any disappointment caused due to this situation. 

• Initial Complaint

  Date:08/21/2023

  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 sent Decluttr my iPhone 12 pro to sell to them. The order number was *******. After they received the iPhone, Decluttr revised the sale price to a much lower amount. I rejected the revised offer on July 24, 2023. After I rejected the offer, they confirmed by email their intention to return my iPhone to me as part of their Tech Price Promise. Please see the attached screenshot for confirmation of this.However, I have still not received my iPhone back. I have tried to call them several times at the numbers listed on their website several times ************* and ************). However, both lines are disconnected and do not go through. I have also submitted several requests through their customer service Contact Us online form on their website. One submission was responded to by ***** from their team who told me on August 2 that he would follow up with the warehouse and let me know the status of the return. However since then, despite me submitting more inquiries I have not heard anything.I just want them to return my phone quickly and in one piece so I can get it sold with a more reputable company.Please note that this company has many shady business practices. They revised their offer for my phone for no apparent reason after I sent it to them, even though in my phone was in pristine condition. They also have disconnected customer service phone numbers listed on their website and don't respond to client requests. They also say on their website that they are a BBB accredited business - but on the BBB website it says their accreditation is being reviewed. These guys are scammers!

  Business Response

  Date: 08/22/2023

  Thanks 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 your order, I can see the item arrived to us with signs of wear and tear which would mean that the item did not match the description provided, therefore we had to reduce the offer for the device.

  As you declined this offer, the item was processed and returned back to the address on your order. 

  this was dispatched on 3rd August, via *** with the tracking 1Z867E8W0398953833. 

  *** confirmed this was delivered as addressed, to the front door of the address on 5th August. They also uploaded a proof of delivery image to show this had been delivered successfully to the address provided. 

  As a result, it does appear the courier has delivered the item back to you as requested.