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:08/08/2022

  Type:Billing 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 sold my MacBook Air laptop to Decluttr through their website on 6/26/22 for $561.00, order #*******. Payment was set up for direct deposit to my bank account on Decluttr website. I mailed the laptop to Decluttr with the provided label. I received email comfimation my laptop was received on 6/30/22. I received payment made email on 7/1. I still have not received payment. I asked for payment using Decluttrs online support (7/10). They said they would reissue payment (7/13). They stated that they did not see my payment bouncing and asked for my bank account statement showing no payment (7/20). I sent them transaction history and screen shot of my account number and routing number directly from my banks website. On 7/25 they stated a payment bounced on 7/19 and asked for me to update my bank account information on a ** site which doesnt allow US addresses. I reentered my info on the US Decluttr site and requested payment yet again. They replied 7/26 stating that payment would be re-issued the next working day. I replied on 7/29 after no payment for payment by check to my address. I have not received payment. Multiple requests for payment are replied to with apologies for delay, and more statements that payment will be made the next day, shortly, within 48 hours. 8/8 and I still have not received payment.

  Business Response

  Date: 08/10/2022

  I am very sorry that payment for your order has still not been received. 

  I can see that this was reprocessed on 26th July, however, it appears that due to a system error the payment became stuck and did not go through. 

  Due to this, I have escalated this with the head of our accounts department and requested this be forced through immediately. 

  This means the payment will be issued correctly today and should be received within 3 days. 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17690015
  
  I am rejecting this response because:

  I still have not received payment.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2022

  I am very sorry payment has not been received. We will be processing a Check for this as payment has failed on our system once again. 

   

  This will be sent out shortly. 

   

  I am sorry for the inconvenience and delays. 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17690015
  
  I am rejecting this response because:
  I have not received payment
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/07/2022

  Type:Order 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 send my Apple Watch 4 to Decluttr, and the received it on July 14. They say they render payment in 48 hours. The value was $85.14. I have emailed, called, and had a chat with them for updates. All they tell me is that they are backed up and allow 48 hours for them to process the item.

  Business Response

  Date: 08/11/2022

  I am very sorry that payment for your item has still not been received. The item was received locked to the *** account and therefore we have had to request this be removed before we can process payment. The item was still locked when we did the initial retest and therefore it is pending retest again now. 

   

  As soon as this has been done the item will be processed and paid for. 

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17684718
  
  I am rejecting this response because:

  The device was factory reset before I sent it. They tried saying it was locked and I followed their instructions to unlock it. During my next two inquiries they mentioned nothing about it being lock and said that the warehouse was backed up. They also never notified me of the device still being locked until I filed this complaint. I would like my device back. They are playing games.

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

  Business Response

  Date: 08/12/2022

  When an Apple item is factory reset, it does not remove the *** account lock. This can only be done by the iCloud account holder, or by Apple upon receipt of proof of ownership. A senior member of the team has confirmed the item has retested as still locked to the *** account. We will therefore be returning this to you shortly. 

  Customer Answer

  Date: 08/12/2022

   
  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 want my device in the same I damaged condition I sent it. Its a shame it takes a BBB complaint to get a resolution!!! I contacted you twice and there was no mention of it being locked, and I had already followed your instructions to unlock it and confirmed that I had done so. You dont even have a contact number listed on your website. This has been a terrible experience and a waste of my time. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/06/2022

  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 July 14th I set up a sale of an apple laptop in new condition. I received my welcome pack that day. I shipped my item out immediately and on July 21st I received an email that my item was received even though the warehouse showed it was delivered on July 18th. It turns out my laptop was newer than the one they quoted me for so they rescinded their offer of $910.00 and instead offered me $625.00. Even though this made no sense to me I honestly needed the money so I accepted the offer immediately. I have screenshots of the 5 or more times I have had to reach out to customer service because I was never paid. They kept telling me someone would get back to me via email and still no emails. I finally sent in via email on august 3rd my bank statements and act info they requested that day showing I was absolutely never paid. Again I hear no response. I reached out again to customer service and was again told to send the information via email. I requested a supervisor take a look at this and let them know ** getting very concerned Im being scammed. I was told again that they would look at the email and respond within ************************************************************************************************************************************* off whenever I do everything they keep asking me to do. I have all emails and am sickened and disappointed that I sold this because I needed the money. They kept my MacBook Pro and just never paid me.

  Business Response

  Date: 08/08/2022

  I am very sorry payment for your order 1356887 has still not been received. 

   

  I have reviewed the statements provided to our team and can see the details match the ones we have on the system. I have escalated this to our accounts team to get payment reissued immediately for you. Please allow 3-5 days for this to be received. 

  Customer Answer

  Date: 08/15/2022

  Good morning. It has now been 5 days and the response that was received was that I would have the money for the laptop in my account in 3 to 5 days. There has been no response from Decluttr and the money has still not been deposited into my account. I want payment or my computer back. This feels like a complete scam. 

  Business Response

  Date: 08/25/2022

  Our head of accounts has assured us that the payment is being reprocessed as it has failed. I am very sorry for the delay in receiving this. 

   

  Customer Answer

  Date: 08/25/2022

  I never got the money and the response that Decluttr would resend the money in 3-5 days was false. They yet again did not communicate or send me any money. They still stole my laptop and paid me nothing.

  Business Response

  Date: 08/26/2022

  We have received confirmation the payment has definitely not failed. The name on the account does not match the name on the statement. Please provide a PDF of the bank statement in order to allow us to review further. 

• Initial Complaint

  Date:08/06/2022

  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.

  Unless and until Decluttr resolves this matter, we will file a class-action lawsuit in ********** for misleading customers with false statements that are untrue or fraudulent. On June 26 2022, I set up a trade to sell my used 2020 Macbook Air M1 for $601 ($571 + $30 bonus) for cash to be deposited into my checking account, and provided, and confirmed my banking details online). Decluttr made false statements that "well pay you when we've processed your items (in most cases, this happens the day after your items arrive) - its that easy."This Order *******: We followed all protocols, including erasing all personal information, placing it a protected box and shipping it within 24 days, which we did exactly. *** delivered to Decluttr on 7/27 and signed for by "Kelsey"4 days later we heard from Decluttr that the price had been "market adjusted" to $490 and we pushed back asking them to review the dates, that we had complied precisely to the ****************** and that the full $601 be issued pursuant to the original offer. We heard back 4 days later that they would not comply and that they would offer $520 ($490 + $30 bonus) and that they would deposit the cash into my account. We reluctantly agreed to the $520 because it was clear that this company's game and business model is to provide above market offers, only to **** it down and then play further games in actually paying what they owe.We waited for the payment, then received an email that the $520 payment to my checking account had "bounced" and that they "can only re-issue your payment by check". We then immediately verified our address (for the 3rd time) and yet there has been no response despite the promise that "When youve done this, please let us know and well send your check without delay."We have no faith -- ZERO -- that Decluttr will follow through. We demand the full $601 be paid and that the payment be made via wire. We have verified (again and again) correct banking details.

  Business Response

  Date: 08/08/2022

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

   

  Having reviewed this, I can see the reason the price has been reduced is due to the time passed since the order was placed and the item arrived. As per our terms and conditions, for Tech, the price offered to you is valid for twenty-eight (28) days from the date that the price is offered to you. If we do not receive and process your items in this period, we may revalue your items.

  The order was placed on 27th June, and did not arrive with us until 30th July. 

  As you have accepted the new offer, this will be the maximum price offered for the item, and the amount we will be paying. 

  We require notification that details have been updated, and as I can see they have been, I have now reprocessed payment. If this fails again, we will process a Check in the post. 

  Payment failed on Friday 5th August, and our team do not work over the weekend, so today is the first day we can reissue this. Please allow 3-5 days for this to be received. 

• Initial Complaint

  Date:08/04/2022

  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 changed my mind on selling my iPad Pro and would like for it to returned back to me by next week. I cancelled the order of selling my iPad Pro and I haven't gotten an email of when it will be shipped back to me. I don't want the money. I just want my iPad Pro back by next week. *** says its been delivered already so I know they have it. I just want to know when I will be getting my iPad Pro back.

  Business Response

  Date: 08/08/2022

  I am very sorry you changed your mind about selling the item to us. 

  
  This has been sent back via **** The tracking for this is: '1Z867E8V0345052032'. 

• Initial Complaint

  Date:08/03/2022

  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.

  Purchased an IPhone 11 from Decluttr on 6/12/22 order #R349853869. Payment via Klarna. All payments have now been made to Klarna.Item has yet to be received. I have sent multiple emails to the business, customer servicewho have responded to my emails. An internal Decluttr investigation via ************ was to begin, per email dated 7/6/22, I sent another email on 7/14/22 and I was told investigation process would take up to 14 days. I inquired again on 7/22 and was told that the investigation is delayed. My package tracking shows that my package has been at DHL facility since 6/27/22. Still no phone delivered to me.

  Business Response

  Date: 08/05/2022

  I am very sorry for the ongoing delays surrounding your order. We do have to allow a specific time frame to pass before we can investigate a parcel which is reported as lost or stuck in transit. Our claims team have now sorted this for you and the courier has confirmed it is lost. A full refund has now been issued for the value of the order. This should be received within a few days for you. 

• Initial Complaint

  Date:08/02/2022

  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 **** Galaxy S21 Ultra, which was in great condition, no scratches and paid off, connected to the networking up until an hour before I sent it, and they received it saying they cant pay because it had been blocked. This happened with my last device too, which I also paid outright for. They are not blocked, so Im not sure where this is coming from. Im in **********, and theyre in Eastern Time, so with my work schedule, I cant find time to call and see whats going on. I would just like them to check again, as this makes zero sense. A screenshot below of the **** being reported as CLEAN even after they said it wasnt.

  Business Response

  Date: 08/04/2022

  I am very sorry to hear you are unhappy with the findings of our team. Please accept my apologies for the confusion. Blocked/Barred is the umbrella term used by the team via the drop down list of faults and reasons. 
  

  The item is showing as under an instalment plan, and has not been fully paid off yet. This is therefore causing a problem as we cannot accept an item which has not been fully paid off and has outstanding payments on it. 

  Please pay off the remainder of the bills for the item under order 1356921, or we can return it to you. 

  Customer Answer

  Date: 08/04/2022

   
  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:08/02/2022

  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 my Apple 11Pro *** to Decluttr on July 25, but seven days have passed, my paypal still hasn't received the payment from Decluttr. I tried to contact Decluttr by email for two days in a row, but I haven't received any reply yet.

  Business Response

  Date: 08/04/2022

  As this is a duplicate complaint, we will be duplicating the response.
  
  I am very sorry no payment has been received, I can see the order for an iPhone 11 Pro *** is 1364038.
  We have two tracking numbers on this order, and neither are active. 1Z867E8W9096016374 and 1Z867E8W9090257419 are the *** tracking numbers which were provided by us for this order. Both are showing as inactive and therefore the item is not showing as sent. 
  Please provide proof of postage for the item and we can then look into this for you. 

• Initial Complaint

  Date:08/02/2022

  Type:Order 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 my watch to be sold to Decluttr but I changed my mind and asked them if I can get it back and they emailed my quickly and said no problem well send it back to you with in 48 hrs that was almost 3 weeks ago and I havent received my watch yet, I will attach emails from them.

  Business Response

  Date: 08/04/2022

  Unfortunately we cannot locate an account using the contact details provided. Please confirm the order number which will begin with a 1 and we can look into this for you 

  Customer Answer

  Date: 08/04/2022

  Here is my order number

  Business Response

  Date: 08/08/2022

  I can confirm this item has been returned to you via DHL. 

  The tracking number for this is 420112199361210912400633314053. 

  It can be tracked here: https://www.dhl.com/us-en/home/tracking/tracking-ecommerce.html?submit=1&tracking-id=****************************** 

• Initial Complaint

  Date:08/02/2022

  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 my Apple 11Pro *** to Decluttr on July 25, but seven days have passed, my paypal still hasn't received the payment from Decluttr. I tried to contact Decluttr by email for two days in a row, but I haven't received any reply yet.

  Business Response

  Date: 08/04/2022

  As this is a duplicate complaint, we will be duplicating the response.

   

  I am very sorry no payment has been received, I can see the order for an iPhone 11 Pro *** is 1364038.

  We have two tracking numbers on this order, and neither are active. 1Z867E8W9096016374 and 1Z867E8W9090257419 are the *** tracking numbers which were provided by us for this order. Both are showing as inactive and therefore the item is not showing as sent. 

  Please provide proof of postage for the item and we can then look into this for you.