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Business Profile

Electronics Recycling

Decluttr

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics Recycling.

This business has 2 alerts

Complaints

Customer Complaints Summary

  • 477 total complaints in the last 3 years.
  • 17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/30/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 09/01/2022

    I can see a member of our customer services team is dealing with this for you. The item appears to have arrived but become stuck in processing, however it has now been forced to completion. Please allow 3 working days for an update.

  • Initial Complaint

    Date:08/30/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 message clearly states on the screenshot of *** they said they sent everything over. They said they sent over all the paperwork for you guys and to contact Decluttr, the screenshot has nothing to do with the delivering of the package. Thats just a confirmation. I have the *** chat right in the photos. with sufficient answer to my problem because I have received no help for over 7 agents so far. I even talked to *** and they said they did everything on their end. Order #*******

    Business Response

    Date: 08/31/2022

    I am very sorry no update has been received regarding your order.

     

    As per our terms and conditions, we require an image of the Paper copy of the receipt provided by **** Our claims department have requested this on numerous occasions and still have not received this. Please do not send a screenshot of the *** tracking. We require an image of the paper receipt, which is provided when any items are sent. 

    Business Response

    Date: 09/02/2022

    As previously stated we need the paper receipt and IMEI of the device to investigate further. 

    We stipulate this in our terms and conditions and cannot help without this. 

    Customer Answer

    Date: 09/02/2022

    IMEI | 09700241632139

     

    This is attachment is exactly what *** sent me

    Business Response

    Date: 09/05/2022

    Thank you for confirming the details requested. I have forwarded this over to our claims team who are liaising with the courier currently regarding this matter. We should have an update shortly for you. 

    Customer Answer

    Date: 09/05/2022

     
    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:08/30/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
     
    Complaint: 17801014

    I am rejecting this response because: it was still connect to my existing phone service but has been deactivated today I do Apologize can it be retested please 

    Sincerely,

    *******************************d I know for sure there's nothing wrong with my phone so that's not an excuse at all this is ridiculous and their communication is very poor.

    Business Response

    Date: 09/01/2022

    Having looked into your order, I can see we have been unable to accept your device. It has come back as having Bad ESN, meaning it is either still on a contract with a mobile network provider, or has outstanding bills unpaid. We cannot accept these devices so it will be returned to you free of charge.

     

    I am very sorry for any confusion. 

    Business Response

    Date: 09/02/2022

    We have requested a retest of the item, and you will receive an update regarding this shortly. 

    Customer Answer

    Date: 09/12/2022

    I made a previous complaint on here regarding my order #*******. Poor communication they don't update you or send me any kind of confirmation or information regarding my order. my phone was in good condition plus it was paid off in April *************************************************************************************************************************** a email confirmation saying they received my order and the quality assessment failed so I ordered it to be retested on 9/01. No response so 9/06 I called and spoke with a csr and was to my phone was still tied to a Sprint contract which was false I didn't even lease my phone with Sprint so I requested my phone to be sent back to me. They said it will take up to 48 hours to dispatch my item back to me. So I waited and gave them 48h and 9/9 morning I called they tried to act crazy and say that my item would be sent that day the day goes by still no confirmation or tracking info. For two in a half weeks this company has basically gate keep my my phone with little to no communication and continually has given me the run around I just want my phone at this point their scammers. Which makes me think they did something to my phone it was in good condition and packaged very safely they have be having my things for two and a half weeks meaning anything could have happened to my stuff. I'm so upset for now own I will most definitely do my research before dealing with any company based on these reviews on the bbb they are most definitely not a trust worthy company and I want my phone.

    Business Response

    Date: 09/15/2022

    I can confirm the device has been returned back to you. I have requested tracking info. Please let me know if this has not been received within 7 days. 

  • Initial Complaint

    Date:08/30/2022

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 09/01/2022

    I am very sorry for the error in processing your order. I have checked the serial number and can confirm that the item is cellular plus wifi. I have therefore accepted the revised offer plus $30.00, totalling $420.00 and processed the additional $90 separately. Payment should be received shortly. 

  • Initial Complaint

    Date:08/29/2022

    Type:Product Issues
    Status:
    Answered
    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.

    Declutter responded to me via email a few hours after I filed my complaint with a different response then what they gave you, the BBB.  In the email to me they said "Having reviewed your order, I can see payment bounced back to us as unsuccessful on 25th August. This appears to be due to incorrect bank details on your account. Please update these via your Decluttr account, and we can resent payment once confirmed."  One could read in to their response to me that the error was on MY part - that *I* inputted incorrect bank details to their web site originally.

    However in their response to the BBB they said something like "system error".  To ME, that sounds as if it is an error on THEIR system, not MY system of typing in my bank details.

    If you go to their web site you are unable to see the full bank details as originally entered.  All you can do is re enter details.  So there is no way of seeing what I originally entered.  However I was pretty careful in entering it the first time, as one might be with giving bank details.

    At any rate, I have gone in to their web site and re-entered my bank details.

    We shall see if this makes any difference.

    Business Response

    Date: 08/30/2022

    Having reviewed your order, I can see payment bounced back to us as unsuccessful on 25th August. This appears to be due to incorrect bank details on your account. Please update these via your Decluttr account, and we can resent payment once confirmed.

    Business Response

    Date: 09/02/2022

    The email received by our customer service team is automated and says the same regardless of the reason for the payment failing. The payment has now been reprocessed as we can see the payment details have been updated. Please allow 3-5 days for this to be received

  • Initial Complaint

    Date:08/29/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Complaint: 17790551

    I am rejecting this response because:

    Status on my decluttr account still shows as item received not that payment has been made. Again, I have been told numerous times that payment has been made then again told it hasnt. I need some type of verification that payment has actually been made. 

    Sincerely,

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

    Business Response

    Date: 08/30/2022

    Payment for your order was processed yesterday. Please allow 3-5 business days for this to be received. Please ensure your payment information on your account is correct. 

     

    I am very sorry for the delay in receiving this. 

    Business Response

    Date: 08/31/2022

    The status of your order was updated yesterday to show payment was processed. As advised please allow the timeframe required for the payment to be received

    Customer Answer

    Date: 09/01/2022

     
    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:08/29/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Complaint: 17788943

    I am rejecting this response because:

    I am trying to get ahold of your agents to confirm this. I cannot get through any of them. I see on my app that I am only now being paid $133???? I sold a ******** switch that was priced at $160 plus a plethora of other items so my payment MUST be much higher than this. I am not accepting this response until I get the FULL amount owed.

    Sincerely,

    *****************all they needed.At what point do they SEND PAYMENT FOR THE ***** THEY DO HAVE instead of holding up the rest of the order? I have stated MULTIPLE TIMES that I want my payment NOW. If they do not pay me for the missing iPhone fine, whoever stole it, can have it, BUT do NOT hold up the rest of my payment for this. This is BEYOND ridiculous that I have gone back and forth for almost TWO months and have no payment issued. I also have no way of contacting them via phone to reiterate this to them since I do not trust their customer support agents... just PLEASE send me my payment, I really do NOT want to get legal action involved.

    Business Response

    Date: 08/29/2022

    I am very sorry to hear of the issues faced. I can confirm that the Phone was missing from the parcel and therefore we would need the **** of it to look into this. This can be retrieved by contacting the retailer the item was originally bought from. As you have failed to provide this, as per your previous message, we have now paid for all items except the phone. 

    Business Response

    Date: 08/30/2022

    The total payment for your order is $388.63. This includes the $160 for the ******** Switch. You accepted our offer for the Oculus of $12.50 which was reduced down and therefore this is the amount paid for this. There are also 15 games. One game was rejected due to a missing disc, reducing the amount by $0.81. All items other than the 1 game, and the phone are being paid for. 

    Customer Answer

    Date: 08/30/2022

     
    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:08/28/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 08/29/2022

    I am very sorry no Spen has been received. I can see our customer service team have sent a partial refund to cover the cost of this as we have no stock available. 

  • Initial Complaint

    Date:08/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
     
    Complaint: 17786179

    I am rejecting this response because: They aren't listening to me! I have stated MULTIPLE times, the iPhone was placed in the same case as the ipod and ipad. They admitted to receiving my box of items, they NOW admit to receiving my ipod and ipad. It is impossible to have received the ipod and ipad and not the iPhone unless an employee stole it. It is very convenient that the highest valued item is missing. I am tired of this same response. I have already shared multiple times the tracking information. It was a prepaid label, they have the postage receipt from their shipping account. I have attached my receipt for purchase of the iPhone that includes the requested IMEI. I have attached the shipping label I used, the tracking stating it was delivered and the email from decluttr that they received it. I would like the payment fulfilled for the $244 for my items. 

    Sincerely,

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

    Business Response

    Date: 08/29/2022

    I am very sorry for the mix up regarding your order.

    Initially, the tech items were not processed as the order was sent straight to our media team, and therefore the tech items were not scanned.

     

    The order has now been passed over to ************* who have double checked and confirm not phone is present within the parcel. 

    In order for us to look into this, please provide proof of postage for the parcel, as well as confirmation of the **** of the phone. This can be retrieved by contacting the retailer the item was originally purchased from. 

    Business Response

    Date: 09/01/2022

    I can assure you that the device was not stolen by an employee. We are a highly reputable company, and have reviewed the unboxing of the package. We can confirm no Phone was present. 
    We will need to investigate this with the courier. 


    As such, we need the **** of the phone as well as proof of postage. 

    Without this we cannot do anything further. 

    Customer Answer

    Date: 09/01/2022

     
    Complaint: 17786179

    I am rejecting this response because: Clearly you aren't a reputable business, as I have had multiple issues with this transaction including mishandling and misplacing my items. I am not engaging with your untruthfulness anymore. I have already requested payment for my items and sent all the requested documentation and information multiple times. 

    Sincerely,

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

  • Initial Complaint

    Date:08/27/2022

    Type:Product Issues
    Status:
    Answered
    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 the website it said I would get $195 for a ps4...it still worked we never dropped it or anything..they take forever and a day to respond..their phone number is always busy..anyway they told me all I could get was 19.50...other people have complained about the same thing as well how they do a bait and switch and then turn around and sell same product for more money...I feel like I was robbed...since I have no money i had no choice but to accept their crappy offer

    Business Response

    Date: 08/29/2022

    I am very sorry to hear you are unhappy with the offer provided for your item. 
    As per our website, any items which fail to meet the outlined condition requirements may be revised in price.

     

    We had to revise the price offered due to casing damage. I have added an image. There is a large chip on the front of the console. 

     

    As per our terms and conditions, we therefore had to revise the price. You could have declined this and the item would have been returned to you. 

Decluttr is NOT a BBB Accredited Business.

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