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:09/12/2024

  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.

  In January of 2023 I sent in two items to this company to get a trade in amount of 160 dollars for a used ps4 and 60 dollars for used apple wath. Both items were sent in in the condition we agreed upon which was used but good condition. Once they recieved the items I got an email saying both items were broken and I would only be given 15 dollars for the watch and 7.50 for the ps4. The watch was old so I didn't care but I told them it was fine when I sent it. The ps4 was fine as well and i denied their offer of 7.50 and asked for them to return the PS4. The item they returned was not the ps4 i sent as i had records of the serial number and the ps4 they sent was damaged NOT THE WAY I SENT IT. i tried to reach out to the company numerous times without any success. This has been an ongoing issue. I am in themilitary and relocated to ** so finally having time to file a claim.

  Business Response

  Date: 09/13/2024

  Hello ****

  I am sorry to hear that you wish to make a complaint. 

  I have had a look at your account and can not see any contact from your regarding you receiving the incorrect device back. Please can you advice when it was that you have contacted us. As this order is from Feb 2023 I am unsure why its taken so long to raise this? 

  I look forward to hearing from you 

  Kind regards

  ***********;

  Customer Complaints. 

   

• Initial Complaint

  Date:09/05/2024

  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.

  The company is stating that the phone I ordered from them is not the same phone I sent in for repairs. They also, messed around for almost three weeks, making me think they never received the phone and then come up with this story all of the sudden after dodging my questions. Please help to resolve this. Its too much money to be out of and I had to get another phone and another phone line because they took so long just to tell me a lie. Originally paid them $1011.14, got a refund because faster shipping didnt work out for $15. Then had to pay to ship it back to them for $43.23. So, I am asking for ******* refund.

  Business Response

  Date: 09/06/2024

  Hi *********,
  
  Thank you for reaching out to us.
  
  First and foremost, please accept our sincerest apologies for the situation caused.
  
  Our Tech team has reviewed this situation and has confirmed that we have received the correct device. As such, a full refund was issued and is expected to reach your original payment method soon.
  
  This confusion was caused due to the device having two different IMEI numbers. Please accept our sincerest apologies for the inconvenience this has caused.
  
  We appreciate your time and patience.
  
  Best Regards,
  Bea
  Decluttr

  Business Response

  Date: 09/24/2024

  Hi *********,
  
  Thank you for getting back in touch with us.
  
  I'm sincerely so sorry to hear that this issue has not been resolved. 
  
  In instances where payments are returned or fail, we receive a notification from the bank. Upon receipt of such notification, we are able to proceed with the re-issuance of payments or refunds.
  
  In the absence of a notification regarding a failed payment from the bank, it is necessary to escalate the matter to our Accounts team, as we are unable to re-issue payments without formal confirmation of the failure.
  
  As we have not yet received this confirmation concerning your refund, the matter has been escalated to our Accounts team. I have reached out to them for an update on the status of this issue. We will inform you via email as soon as we have any further updates.
  
  Our apologies for the worry and inconvenience this has caused, your patience and understanding are appreciated.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent 4 boxes of cds and dvds to Decluttr and despite the fact that Decluttr has the correct banking information they are unable or incapable of sending me my money via direct deposit. I feel like I am getting the runaround from Decluttr customer service. I have sent you a screenshot of my bank account which shows that I have not received any payments from Decluttr despite the fact that they say they have sent me the money.

  Business Response

  Date: 09/04/2024

  Hello *****,
  
  Thank you for getting in touch.
  
  I am sincerely sorry that you haven't received your payments. To assist us in re-issuing the payments, please can you confirm all order numbers for the orders you have not received payment for?
  
  Thank you for raising this matter with us.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:07/28/2024

  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 scanned a total of 51 books and dvds to be sold to declutter for ***** I checked each item to make sure the correct dvds were with matching dvd box and books were not stained,ripped wrote on had water damage etc I then packedthem in the box with the packing list and label they provided me after a few days i received a emailed stating that they paid me 2.75 stating that only 9 items were of use and then asked them to shipped my items that were unusable back to me and that i would pay for the shipping cost after waiting days for a response I was told no they dont do that that they recycle the items I find this to be unacceptable why would i waste my time scanning packing driving across town to have it shipped for 2.75 and then be told I cant have them items Im not getting paid for back even if i paid for shipping How do i k ow your even recycling the items There are other apps like Declutter but they offer to ship your unwanted items back I would like my 42 items back or pay what you said originally , I; unfortunately have shipped another order to them before i knew this was how the return policy works I shipped it a week ago and have yet heard anything about said order

  Business Response

  Date: 07/29/2024

  Hi *********,
  
  Thank you for reaching out to us.
  
  We are sincerely sorry for any disappointment or frustration caused by your order's quality assessment.
  
  When items arrive at our warehouse, they are evaluated by our Media Quality Assessment team. Unfortunately, when your items arrived to us, 42 items were detected as having damaged artwork.
  
  The term 'damaged artwork' applies to any damage or deterioration of the visual design of an item. This can include creases, scratches, tears, fading, discoloration, stickers, or any other form of damage that affects the appearance of the artwork on the item.
  
  In this case, these 42 items were detected as having some form of 'damaged artwork', as such, we won't be able to review this decision nor provide payment and accept the items as we cannot accept items under this condition. As per our terms and conditions, rejected media items of an individual price below $15 are responsibly recycled. For more information on our quality assessment, please visit: ************************* Items | T&Cs | Decluttr
  
  Regarding order *******, I can confirm that we have received your parcel and this is currently under assessment. Please expect an update from us via email soon.
  
  Our apologies for any inconvenience caused, we appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22056034
  
  I am rejecting this response because: on my order you just processed there was 98 items you say 42 of them were no good its funny because i checked each dvd before i sent it and they worked fine for me Its also a issue when you have so called recycled almost 100 of my items There are other apps that offer the same service as yours however they pay the amount quoted and then recycle your items not recycle them and then not give you anything for them This is a total scam as i read all the other complaints obviously your not out to keep your customers happy I would like some kind of compensation for the 80+ items you recycled I could have sold them at a garage sale had i known this is how you conduct your business its almost like stealing because because i have no way of knowing what really happens to them and you refuse to ship them back even if i paid the shipping charge doesnt seem right to me
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/01/2024

  Hi *********,
  
  Thank you for your reply.
  
  Could you kindly clarify the order number of the order you are referring to? From looking into your account I can see that you've placed two orders with us this year: ******* and *******.
  
  With order ******* there are 93 items where 47 were rejected due to the items being detected with the following faults: 'Damaged Artwork', 'Damaged Disc', 'Staining/Water Damage' and 'Damage/Torn'. Whilst with order *******, there are 51 items where 42 were rejected due to 'Damaged Artwork'.
  
  Thank you for your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22056034
  
  I am rejecting this response because: The order number is 1599525 I also have several more items in my basket but i think ill just keep my items and sell them back to another company in which offers to have my items shipped back if rejected not recycled, I checked those items you say what you want but the disk worked just fine for me you threw away almost half of my order so I'll just sell them in a garage sale or on another app,at this point im losing more money to you than anything
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/05/2024

  Hi *********,
  
  I appreciate your rejection to my reply, however, I am not able to provide you with further assistance without a clarification on which order you were referring to in your previous message.
  
  Order ******* has a total of 93 items, out of these 93 items 47 were rejected as they did not pass our quality checks. Whilst order ******* has 51 items, out of these 51 items 42 were rejected for the same reason. 
  
  In your previous reply you mentioned that out of 98 items, 42 were rejected. Could you kindly confirm the order number for the order you are referring to?
  
  When items arrive at our warehouse, they undergo a quality assessment. I'm afraid that when your orders arrived to us, the items did not pass this assessment. For more information, please visit: ****************************************************************************************************************************;
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22056034
  
  I am rejecting this response because:There was a question from the business last message so im here to answer said question,Its order#

  1599525
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/06/2024

  Hi *********,
  
  Thank you for your clarification.
  
  As previously advised, the items from this order were detected as being damaged which is why these were rejected.
  
  We have followed both our internal procedures and terms and conditions accordingly while assessing your orders, as such, I'm afraid that we will not be able to provide you with further assistance in this case.
  
  For more information, please refer to: ***********************************************************************************************************************
  
  Thank you for your time.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in several DVDs (low payout to begin with but whatever) and they marked one as "not sent" and another as "damaged artwork".BS business, is already paying out pennies and is stopping to a low level of fraud

  Business Response

  Date: 07/26/2024

  Hi *******,

  Thank you for reaching out to us.

  We are sincerely sorry for any disappointment or inconvenience following your order's quality assessment. During this assessment, there was damage or deterioration detected to the visual design of the 'Cinderella' DVD. This can include creases, scratches, tears, fading, discoloration, stickers, or any other form of damage that affects the appearance of the artwork on the book.

  Regarding the 'Best of the West' DVD, this item was not located in the sent parcel when the order was being processed. As such, this was flagged as 'Item Not Sent'. Unfortunately, we cannot offer payment for items we haven't received.

  Our apologies for any inconvenience or disappointment caused.

  We appreciate your time and patience.

   

  Best Regards,
  ****

  Decluttr

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/5/24 I sent 85 Music CD's to Declutter. CD's included cover "art work" as requested. I was advised that my items were rejected and would be recycled for failure to provide art work. I requested my items be returned.

  Business Response

  Date: 06/28/2024

  Hello Tokay,

  Thank you for reaching out to us.

  We are sincerely sorry for the disappointment caused by the items in your order being rejected.

  As per our terms and conditions, CDs will be rejected "if the cover, the disc artwork and/or the sleeve notes are defaced in any way" and if books "have significant damage to its corners/edges". Additionally, we also advise in these terms that we are unable to return media items if their individual evaluation is below $15.

  For more information, please visit: Quality ********** ****** items) | T&Cs | Decluttr

  As I understand that this was your first order and you weren't aware of these terms and conditions, I am happy to offer you a $5 good will gesture as an apology for the disappointment caused.

  We appreciate you for raising this matter with us.

  Best Regards,

  ****

  Decluttr

• Initial Complaint

  Date:06/15/2024

  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 shipped it off on june 13th and it got there yesterday on the 14th of June but decluttr didn't send me an email yesterday or today, they owe me $44.30 and I want them to notify me that it's reached their warehouse already so I can get paid.

  Business Response

  Date: 06/19/2024

  Hi Damaj,

  Thank you for reaching out to us.

  We are so sorry that you haven't yet received your payment.

  As the name in your account does not match the details you've provided when placing this complaint, please confirm the following details so that we can assist you further:

  - Name as it appears in account

  - Full Address

  - Order Number

  Once we receive this information, we will be more than happy to assist you further.

  Best Regards,

  ****

  Decluttr

  Customer Answer

  Date: 06/19/2024

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

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2024, Decluttr acknowledged the receipt of 170 CDs that I sent the company that they agreed to pay me $127.14 for. My Order number is *******. After a month, I inquired via their website as to the status of my payment and I got an automated response that did not answer my question. On May 6, I sent a letter (with Tracking) stated that I have not hear from them regarding the money that they owed me. They have been completely non responsive so far.

  Business Response

  Date: 06/04/2024

  Hi ******,
  
  Thank you for getting in touch.
  
  We are sincerely sorry for any confusion or inconvenience caused by this order. The email we sent on 03/24/24 did not confirm that we received all 170 items but that we had received your parcel.

  As per our reply to your email on 04/24/24, there were 28 items from the order which were not located. To process the order, we required you to confirm if these items had been sent. As we did not receive a reply, our Warehouse team re-attempted to locate these items and were successful. However, due to the lack of confirmation this caused a delay in processing the order.
  
  The order was then completed on 05/14/24 with the $121.54 payment being issued to your PayPal account and expected to arrive to your account within one business day. Please check your PayPal account for this payment. If you haven't received this payment, please can you provide us with a copy of your PayPal statement with the date range starting on 05/14/24? This must include the email address associated with your PayPal account as well as payment amounts and payment dates however, you may redact any other personal information.
  
  Regarding your letter, I'm truly sorry that you didn't receive a reply. We are an online-based service and do not have the ability nor resource to reply to letters.

   

  We appreciate your patience.

  Best Regards,

  ****

  Decluttr

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21794222
  
  I am rejecting this response because: I did not receive any payment on or after May 14 from Decluttr. I don't have a statement yet for Paypal for the month of May but I have provided a screen shot of my activity log.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2024

  Hi ******,
  
  I appreciate your response.
  
  After receiving your reply, I have forwarded this matter to our Accounts team. They have looked into the issue regarding the payment not reaching your account and discovered that the reason for this is that the email address linked to your PayPal account is invalid.
  
  Therefore, could you please verify the email address associated with your PayPal account? You can do this by either confirming the current email address as a reply or updating it in our website. You can update this information by visiting the 'My Account' section on our website and making the necessary changes under the order details.
  
  Thank you for your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21794222
  
  I am rejecting this response because: ******************* is my email address for PayPal. It is the same address that I used for Decluttr and indicated on my account set up. There is no way to confirm the email address that you have for me with PayPal under My Account. So please send the payment to the the Yahoo account indicated.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2024

  Hi ******,
  
  Thank you for your reply.
  
  We appreciate you for confirming the correct email address associated with your PayPal account, this has now been escalated to our Accounts team who will re-issue the payment.
  
  We regret any inconvenience this situation may have caused. However, we made an attempt to send the payment to the email address you provided, we cannot be held responsible if you did not receive the payment due to not providing us with the correct information. We cannot assume the email address associated with your PayPal account and the payment was attempted to be issued to the email address provided '*******************'.
  
  Please expect to receive your $121.54 payment within the next 3 - 5 business days.
  
  Thank you for your time.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 06/10/2024

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

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/30/2024 I created order number ******* on Decluttr to sell my Iphone 11. I was quoted $112 to sell them my phone. I created a *** label from their website (tracking # 1Z 867 E8W ************/ attached) and dropped it off at the *** drop off location *****************--************************************************** I checked on it periodically but was unable to track it every time. Finally, on 5/21/2024 after 3 weeks, I reached out to Decluttr and opened ticket #*******. On 5/23 I received a response that they will need the **** number from my phone and proof of purchase and courier receipt. I informed ****** (rep's name) that I purchased that Iphone 5 years ago and I shipped it in the original box so I wouldn't have that information. He advised me to try to call the store where I bought the phone to see if they have the record. That store is now closed so there's no way I can do that. I find it convenient that they can just wash their hands of this. There should be some type of insurance or SOMETHING that protects the customer when this happens. I am now out of an Iphone 11 for following their instructions. It's not fair.

  Business Response

  Date: 05/31/2024

  Hi ****,
  
  Thank you for getting in touch.
  
  We are sincerely sorry for the disappointment caused by your package being lost in transit. 
  
  As we arrange the shipping, in these cases, we are responsible for escalating this matter to the courier to request the package to be located and returned to us or to request compensation. Without the requested information, it isn't possible to escalate this matter.
  
  This information is stated in our terms and conditions which must be confirmed as read and understood upon placing an order. For more information, please refer to: ********************************************************************************
  
  Please rest assured that if the package arrives at our warehouse we will update you. However, at this time we are unable to assist further until we are provided with the necessary information to escalate this with the courier. 
  
  Our apologies for this inconvenience, we appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in some items to sell. Their website indicate items have been received. Payment is taking longer compared to other sites. I contacted them about the length in time of payment. They indicated payment has been made even though their website indicate the items are still in processing.

  Business Response

  Date: 05/29/2024

  Hi ****,

  Thank you for reaching out to us.

  We are sincerely sorry for any worry or concern caused by the payment for your order (1589005).Due to an unfortunate error with processing the order, we had to issue the payment manually.

   The $5.01 payment was issued on 05/16/24 to your PayPal account and was expected to arrive to your account within one business day. If you still haven't received this payment, could you kindly let us know by replying to the email we will send you shortly?

  We appreciate you for raising this with us and hope you have a great day.

  Best Regards,

  ****

  Decluttr