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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

  • 479 total complaints in the last 3 years.
  • 18 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:08/18/2022

    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.
    On 8/17/22, I shipped an iPad Air 4 and an Apple Watch 6, both in excellent, unused condition, to Decluttr after receiving a quote for both items per their website. The items were both wrapped in bubble wrap, and packaged to ensure safe transit. On 8/18/22, I received a revised quote that significantly reduced the amount of the quote for the iPad--noticeably missing was acknowledgement of receiving the watch (which was shipped in the same box). Admittedly upset, I sent emails, and contacted customer service where I was informed that they did not receive a watch, and they asked for the serial number. Beyond frustrated, I sent another email sending the serial numbers, order number, and *** tracking number for both items. At this point, I believe that they have mixed my order up with someone else's. There is no phone number available to talk to anyone in customer service, and reviews on other websites have be worried that this is a common business practice for them.

    Business Response

    Date: 08/24/2022

    I can confirm the items from your order 1374870 have been received. 
    the iPad on the order was revised in price due to being Bent. 

    The watch has been accepted at full price 

    The ipad is due to be returned to you shortly. 

    Customer Answer

    Date: 08/24/2022

     
    Complaint: 17735954

    I am rejecting this response because:

    1. I received the iPad and there is no evidence that it is bent. See attached photos. 
    2. i have not received any correspondence about an offer for the watchno acknowledgment that it was found/received. 

    Sincerely,

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

    Business Response

    Date: 08/24/2022

    I am very sorry you believe the iPad is not bent. I can assure you our technicians are highly skilled and inspect all items thoroughly. Unfortunately they found a bend in the item. I cannot ask for clarification on this, or images as we not longer have the item. 

    The watch was received with the iPad, and was accepted for the full offer of $145.70. This is due to be paid today and should be received within 3 days. 

    Customer Answer

    Date: 08/26/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. I would like to add that I had the iPad inspected at a local electronics shop and they found no dents whatsoever, and the refund was sent and received after they responded to my complaint. 

    Sincerely,

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

  • Initial Complaint

    Date:08/17/2022

    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.
    I sent some games to sell and have not received payment yet. It has been 2 days since they arrived at their address. They say they pay the day after receiving things. I contacted them by email twice and have not gotten a response. I also have proof of delivery.For some reason there is a 2nd order and I have no idea why but I have not sold anything else to them but the first one.

    Business Response

    Date: 08/23/2022

    I am very sorry payment has not yet been received. 

    Your order 1372434 has arrived with us and has undergone quality assessment. The order has now been completed and is due to be paid within 24 hours, please allow 3 business days for payment to be recieved

    Customer Answer

    Date: 08/24/2022

     
    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:08/17/2022

    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.
    I sent an IPAD to declutter because they agreed to pay me $247 and then they said it was only worth $45 after they received it. I declined the $45 and they were supposed to send me my IPAD back and never did. I want my iPad back or the $247 .My IPAD was in excellent condition.

    Business Response

    Date: 08/23/2022

    I am very sorry the iPad has not arrived back with you. 

    When it arrived we found there to be pressure marks on the screen meaning we could not offer the original amount. 

    As the revised price has been declined, the item has been returned to you. This has been sent via DHL and has the tracking number 420937209361210912400690920754. 

    Customer Answer

    Date: 09/07/2022

    I HAVE FILED A COMPLAINT ALREADY, BUT YESTERDAY I RECEIVED MY PHONE BACK FROM THEM. THE COMPLAINT WAS ABOUT AN ****. NOW THIS BUSINESS DISPATCH 2 PACKAGES UNDER THE SAME TRACKING NUMBER TO LOOK LIKE THEY SENT 2 PACKAGES TO ME. WHEN IT WAS JUST ONE. THE WHOLE STORY, I SENT THESE JERKS MY **** AND A CELL PHONE AND WAS SUPPOSED TO GET $247 FOR THE **** AND $40 FOR THE ****** AND THEY SAID THEY WERE DAMAGED AND OFFERED ME 50 FOR BOTH I DECLINED AND WANTED MY STUFF BACK. WELL AFTER A MONTH I GOT MY PHONE YESTERDAY, PROBABLY BECAUSE YOU ALL CONTACTED THEM AND I SAW ON A DELIVERY APP THERE WERE 2 PACKAGES SO I THOUGHT WELL WHERE IS THE OTHER PACKAGE IT SAYS DELIVERED. I STARTED LOOKING AT IT AND WAS GOING TO CALL ***** BUT I WAS LOOKING AT THE TRACKING NUMBERS AND THEY ARE THE SAME. THEY THOUGHT THEY WOULD PULL A FAST ONE ON ME. THESE PEOPLE ARE S******* PEOPLE OVER LEFT AND RIGHT. PLEASE DO SOMETHING TO STOP THEM

    Business Response

    Date: 09/08/2022

    I am very sorry for any confusion.

    The phone was part of a separate order, so has been returned separately. The tracking number for this is ****************************** and it has been returned via DHL. 

  • Initial Complaint

    Date:08/16/2022

    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.
    I placed an order for a pixel 5 cellphone on 7/18. My order number is R097672995. The website states shipping takes 2 - 4 days. The shipment tracking never showed the item as shipped, only that the label was printed. I contacted customer service several times and eventually opened a claim on 7/27. They stated it would take 14 days for claims to get back to me on a resolution. I have never received a communication or follow up from claims to-date. I contacted customer service on 8/****** days) and was told it was still being processed. I followed up again on 8/12 and 8/16 with no response. It has been 20 days since I opened my claim, and I would like my credit card refunded for the amount I paid for the order that never arrived, which equals $358.69. Thank you,*******************

    Business Response

    Date: 08/23/2022

    I am very sorry to hear your order has not been received. I can see that this item has been dispatched via DHL with the tracking number 420537049361210912400560905539. Due to the time which has now passed, I have requested this be refunded and this should be done shortly. 

    Customer Answer

    Date: 08/23/2022

     
    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. I received notification from my payment source of the pending refund so I greatly appreciate the prompt response BBB has facilitated.

    I do hope Decluttr genuinely evaluates its current customer service procedures. Others should not experience what I had to go through. I had the time and bandwidth to contact Decluttr multiple times, but I worry for other customers. I was never contacted in response to my concerns, or escalations. I was never given concrete follow up procedures, claim procedures, or even company contacts, names, or emails. I understand they provide a product and service that is valuable but they need better processes for service failures.

    Sincerely,

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

  • Initial Complaint

    Date:08/16/2022

    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.
    I entered into an agreement to sell my Apple Airbook to Decluttr for $275 on July 1, 2022. I packed up the computer and shipped it out and they acknowledged receipt and agreed to pay on July 11, 2022. I provided them my checking account for direct deposit. On July 12. 2022 I received an email they sent payment. I checked my account daily and on July 19th I reached out to them to tell them I did not get paid. On July 21st, they finally responded and said they sent it and this went back and forth until July 26th. At this time I realized I gave them my banks Fed wire # instead of the Routing # along with my Checking account # and per their suggestion I check with my bank twice to see if they had any unapplied funds. Both times the representative called their wire department and searched a one week time frame around 7/22, when Decluttr said they reissued payment, and both times the bank said they did not see any receipt of the amount in question. They also said if they couldn't apply they would have bounced it back to the originator. I further discussions with Decluttr they asked me to provide a copy on my bank statement to make sure I didn't receive payment. I have asked them numerous time to provide me proof they actually sent a payment, other then just their word, but they have yet to do so. They have been dragging their feet on this for over a month.

    Business Response

    Date: 08/23/2022

    I am very sorry to hear payment has still not been received for order 1350340. 

    Our accounts department have reviewed this and confirmed that the payment is showing as completed on our end. 

    This has been sent to the account details which were provided at the time of sale. We cannot look into this further, unless we are provided with an image of the bank statement showing the account number and routing number provided.

    As payment is showing as successful from our end this is the only way we can look into this further. 


    All other personal information can be blacked out 

    Customer Answer

    Date: 08/23/2022

    Hello,

     

    I provided this to them once before, but I am attaching it again.  Thank you.

    Business Response

    Date: 08/26/2022

    I am very sorry payment has not yet been received. 

     

    Please can you confirm the correct bank details as we have received confirmation this has now bounced back to us. 

     

     

    Customer Answer

    Date: 08/26/2022

    TD Bank

    Routing number 026013673

    Account Number **********

     

    Thank you!

    Business Response

    Date: 08/29/2022

    Thanks for confirming the details. Our accounts team will review this and force payment through for you now. 

    Customer Answer

    Date: 08/29/2022

     
    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,

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

    Customer Answer

    Date: 09/14/2022

    Please do not close as its 9/2 and the merchant still has not paid.  Thank you.

    Business Response

    Date: 09/14/2022

    Our accounts department have confirmed payment was manually issued on 1st September to the account details provided. Please let us know if this was not received. 

    Customer Answer

    Date: 09/14/2022

     
    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:08/15/2022

    Type:Delivery 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 8/11/22 I purchased a red iPhone 11 64 GB on decluttr. After paying 15$ extra for 2nd-day shipping I was provided with a tracking number 2 days after my purchase, I constantly checked my account orders which said my order was still being processed. The tracking number that I was provided with has been stuck on "label created" for the past few days. I was confused since I paid the extra charge for faster shipping, I then email the company which gave me the same automated response twice. After 4 days of my purchase, there is still no progress on my order, I kept inquiring about my order with 0 response and no help from customer service. Order Number ********** Tracking number 1Z867E8V0293591764

    Business Response

    Date: 08/16/2022

    I am very sorry your order still has not arrived.

    I have now refunded the cost of 2 day shipping for you.

    The item is due to be delivered tomorrow, via *** and has the tracking number 1Z867E8V0293591764 

    Customer Answer

    Date: 08/18/2022

     
    Complaint: 17720367

    I am rejecting this response because: it has been 2 days since the companies response I have not received a refund for shipping nor my phone which I purchased. 

    Sincerely,

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

    Business Response

    Date: 08/23/2022

    I can see that your item has now been marked as delivered, please can you confirm this has arrived? 

     

    The refund for the 2 day shipping is showing as successful from our end, please can you confirm if this has now been received?

  • Initial Complaint

    Date:08/14/2022

    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.
    This company is quick to respond by email asking me to unpair my watch from my iCloud account. Once they got their hands on the watch they did not proceed to pay me for my item. I have been trying to reach them by email but they wont respond to my emails. It has already been over 2 or 3 weeks since Decluttr received my item.

    Business Response

    Date: 08/16/2022

    I am very sorry payment for your item has not been received. 

    Unfortunately, the item was stuck in retesting and once this had been completed our team had to revise the offer provided.

    They have now issued payment for this item and it should be received shortly. 

  • Initial Complaint

    Date:08/13/2022

    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.
    I ordered a used iPhone and was informed by email on July 12 that it had shipped. The advertisement stated 3-4 business days. I kept checking the tracking number on the *** site but it only ever said a label had been created. When I called *** they said that I needed to contact the company I ordered from. I emailed with the order information and received a formatted email that t the company was not responsible for the slowness of the USMail and that if I hadnt received the product by August 1 then I should contact them. I kept emailing and kept getting stock responses, until a few days later I got a response that it had been sent to the claims department. Then I got a response that the phone was shipped. Still, *** was showing no change in status. I kept emailing everyday and kept getting stock responses. When I wrote that I wanted to cancel my order and get my money back and that I was going to report the company for theft I finally got a response that there was a problem with some orders and they were working on it. I kept checking and kept emailing asking when I was going to get my money back I got a response last week that I would have to wait until they got around to it. I still have not received my refund of the payment of almost $200.00. It has now been over a month.

    Business Response

    Date: 08/15/2022

    I am very sorry to hear that your refund for the order has not been received. The courier has confirmed the item was lost in transit, and our claims team have therefore processed a full refund today for you. This should be received shortly. I am very sorry for the inconvenience caused. 

    Customer Answer

    Date: 08/18/2022

     
    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:08/13/2022

    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.
    It has been a total of 2 weeks since I received my quote for my iPhone for ******. The phone was sent, delivered and received by someone named ******* Still waiting on processed payment. If someone could look into order #******* and get that processed, that would be greatly appreciated.

    Business Response

    Date: 08/15/2022

    I am very sorry to hear that you have not received an update on your order. I can see our quality assessment team received this on Friday and it is due to be completed in our assessment department today. You will receive an update shortly. 

    Customer Answer

    Date: 08/15/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and hope that this resolution is accurate.

    Sincerely,

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

  • Initial Complaint

    Date:08/10/2022

    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.
    July 26,2022 I went on Decluttr to get a quote for 2 devices. I got quoted and saw i could receive $843 and I had a code that would give me an extra $30. July 27 I sent my devices in. They where received August 3rd. August 4th I was told there was a problem with my devices which makes no sense to me but I asked for them to be returned. I was told in 2-4 days I would receive it. It is now August 10th and I do not have my devices or money.

    Business Response

    Date: 08/11/2022

    I am very sorry that you have still not received the items back.

    Having reviewed your order, I can confirm that both items were found to still be under an installment plan, therefore we are unable to accept them. The items must have no outstanding bills, and be owned outright in order for us to pay for these. 

    The items have been returned separately via DHL. The tracking numbers are 420891389361210912400657292122 and 420891389361510912400657238435. 

     

     

    Customer Answer

    Date: 08/11/2022

     
    Complaint: 17699298

    I am rejecting this response because: I understand my items where rejected. However the company told me that my items would be back to me within 2-4 days and I have not received them. I did not receive an email or anything regarding the status of my return. I had to reach out through BBB to even get any information because Decluttr was not able to provide me proper information or my devices back within a time frame they said and I still do not have them. I will definitely not be using Decluttr ever again as all it caused was trouble. When the items where received my status was not updated. When I requested them to be returned which was on Thursday I was told 2-4 days I should be receiving them and now Im finally giving tracking only because I reached out to BBB. All this was unnecessary if Decluttr did what they say they where which is update the account on appropriate status of the items and send things when they are supposed to. Now suddenly because I filed a complaint my items are being sent back finally. 

    Sincerely,

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

    Business Response

    Date: 08/12/2022

    We aim to have all items dispatched back to the customer within 2-3 business days. As the items were rejected on 4th, and then it was the weekend, we dispatched the return on 9th. 
    I am sorry this was not updated on your account. 

    Customer Answer

    Date: 08/12/2022

     
    Complaint: 17699298

    I am rejecting this response because:
    I feel that Decluttr did not help at all and only gave any interest because I reached out to BBB
    Sincerely,

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

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