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:07/26/2022

  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 received an offer from Decluttr, valuing my laptops worth at $210, order number *******. The laptop had no physical damage when shipped. Upon receipt, the offer was lowered to $21, with a vague claim of casing damage. By email to customer service, I questioned this and requested photographic proof. Two days later I received a photo of clear damage to the casing that I know was not present when I shipped the laptop. They also stated the shipping box was in good condition with no damage whatsoever or signs of having been tempered with during transit. I was also informed in this same email that, under these circumstances I am afraid that no payment can be given for your item. I received the laptop back and inspected the damage myself, discovering that, oddly, the casing damage seems to have been caused from inside the casing, seemingly by some type of metal rod being inserted into the audio jack **** and force-prying the casing up from inside. Again, my claim is that this damage was not present when I shipped the laptop, and it could not have occurred in transit without the retail box also showing damage. Note that Declutter agrees with me on that last point. Assuming I am being truthful, the only remaining explanation is that the damage occurred while in the hands of Decluttr staff, either intentionally or otherwise. I find it suspicious that they were willing to pay $21 for the laptop before I asked for proof of the damage, but then once they were forced to provide proof, they withdrew even that offer, knowing that they probably couldnt sell the laptop once they damaged it. I emailed customer service, asking them to honor our original agreement, owning their responsibility for damaging my laptop They have denied this request.

  Business Response

  Date: 07/27/2022

  I am very sorry to learn that you are not satisfied with our assessment of your device. 
  
  After reviewing your order, I can see that your device was graded as faulty due to the casing damage which can be seen in the image provided. 

  
  When we check each device, we connect it to our specialist testing software where all components are checked to ensure they are working as expected. After this test is complete, all devices are tested by hand and assessed cosmetically.Unfortunately, the damage was found and therefore, the original quoted price could not be honoured on this occasion. 

  
  When an item arrives with us, before it is unboxed, we carefully assess the exterior packaging to check for any signs of damage in transit, and if any such damage is found we take photographs, to create a courier claim. On this occasion,there were no signs of damage to the exterior packaging, and therefore we have to assume the damage found on the item was present when the item was sent in to us.

  We understand this is not the response you had hoped for and we are terribly sorry for the disappointment this has caused. We must assure you that we try our best to honour all original quoted prices but it was not possible at this time. We also must base our valuations on the refurbishment costs of every device so on this occasion, your device was placed into the faulty category. 

  We would be more than happy to issue the $21 payment if you would like to send the item back to us, however this would be the maximum amount offered. 

  
  We give all customers the opportunity to have their devices returned free of charge if they are not pleased with the offer we have made.
  Again, please accept our sincerest apologies for the disappointment this has caused. We are very thankful for your custom and do hope this experience has not deterred you from using our services again in the future. 

   

  We can only look into this matter further if there are ************* stamped images showing the item did not have damage when shipped. 

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17626280
  
  I am rejecting this response because:

  Decluttrs response merely rewords my original complaint and fails to address the core concern I shared in my complaint.  Instead, they have again refused to honor their original commitment and take ownership for the damage they inflicted upon my laptop.  If they too believe I am telling the truth (which is what I recognize is at question in this case) in that there was no damage to the laptop when shipped to them, they also could only come to the conclusion that the damage was caused while the laptop was in their possession.  Given the nature of the damage and timing of their photos and emails, it is my further assertion that the damage was intentional and necessary in order to justify their significant devaluation of the laptop once shipped to them.  It is well documented on the BBB site as well as on other Internet forums that Decluttrs scam is to lure customers with reasonable offers to purchase electronics only to then make false claims of damage once received, then make a secondary offer of significantly lower trade-in prices, 90% lower in my case.  They hope we accept this after going through the hassle and time to ship them our products when they know we would never initially agree to such a lowball offer.  Because I forced the issue, asking for photographic proof and requested my laptop back after receiving their claim and revised offer, they could not send back my laptop in its original state without also exposing their false claim.  So, they intentionally damaged the laptop, photographed it, made a third valuation saying it is now of no value, and shipped it back to me.  I recognize this is my word against theirs, but also believe that given the volume of similar complaints shown here, the balance of faith should fall in my favor.  If Decluttr truly was serious about their integrity and took the huge number of these claims seriously, surely by now they would indicate somewhere on their website or in their instructions for preparing and shipping electronics to them at least a recommendation to thoroughly photographing and date stamping products prior to shipment.  I wished I had done that now.  This would, of course, undermine their true business practice.  Again, I am asking Decluttr own their actions and make good on their original offer.   
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/27/2022

  I can assure you we take these matters extremely seriously. We carefully assess the packaging of all items when they arrive with us, and if there are any signs which indicate the item has been damaged in transit, we photograph this and process a courier claim. There was no such damage when the item arrived. It was then immediately photographed, and processed, with the revision in price being sent over to you. 

  We are a highly reputable company, and we have senior members of staff observing the processing of all orders. We have a strict process which would be followed should any damage occur when the item is in our possession, however on this occasion, the item was unboxed, and the damage which can be seen in the photograph was found. 

  Due to there being no exterior damage to suggest this occurred in transit, we have reason to believe this damage was present when the item was initially sent in to us. This means the item is no longer eligible for our full original offer, nor is it eligible for a courier claim, or a claim via our insurance. 

  I am very sorry that this is not the outcome you are hoping for, however without time or date stamped images to show the item did not have damage prior to being sent, we have to assume that this was the condition the item was in when it was boxed up and sent to us, and therefore we cannot look into this matter any further. 

  The item has been returned in the condition which we received it in. 

   

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17626280
  
  I am rejecting this response.  Please read below.

  In an email sent to me on July 22 from Decluttr ***************** the following explanations were provided.
  
  Orders sent to us which contain electronic items initially go straight to our electronics extraction department; a highly secure area monitored by **** and security patrol with management presence on site at all times.
  
  A record is made of all items received and each parcel is inspected carefully before opening with a log being kept of the condition of the box (whether it has been tampered with or damaged in transit).
  
  Under these circumstances I am afraid that no payment can be given for your item. I appreciate that this is not the response you were looking for and I am sorry that I have been unable to assist further on this occasion.
  
  Pertaining to the above statements, I am formally requesting the following steps be taken.
  
  1) Please preserve the records, recordings, and other relevant tracking documentation you mention above pertaining to the receipt, inspection, and log of the laptop as well as the condition of the box.  This would include the **** security patrol of your electronics extraction department.  And, please send me a digital copy of this so that I can better understand the security, monitoring, and record keeping you use as evidence of how you have determined the casing damage was present pre-shipping.  

  
  2) Your initial offer to me for this device, pre-inspection, was $210.  After it was inspected by your staff resulting in your claim of casing damage, Decluttr adjusted the offer downward by 90%, offering me $21 in an email I received on July 20.  As you can see from the text I quoted above from the July 22 email, that post inspection offer of $21 was then revoked, only after I requested and received photographic evidence supporting your claim of casing damage.  Ive requested an explanation of this before and have yet to receive one.  I am asking again for you to explain the mysterious revocation of that offer within the timeline of my complaints and requests for photographic evidence of the damaged casing. Also, please explain why that secondary offer for $21 again reappeared only after my complaint to the Better Business Bureau and we began this dialogue exchange.  
  
  I am happy to provide the originally email sent to me I am referencing above if you are unable to located this in your records.  

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

  Business Response

  Date: 08/23/2022

  Due to data protection and security purposes for our employees, no videos are provided to the public when an item is unboxed. We can assure you the item was damaged when received, and therefore the price was reduced accordingly. As previously explained, we assessed the exterior packaging, and there was no damage, meaning we have to assume the item was damaged when sent to us. 
  I am very sorry for the misunderstanding regarding the wording of your email from our customer service team. They mean no further payment can be made, as the item was damaged. As you had also already declined the offer, no payment would be made for the item as it was due to be returned to you. 

   

  The images provided were taken at the time of assessment for the item, and I can assure you no such damage was done on purpose. We are a highly reputable company, and follow strict procedures regarding the damage of items, as well as the reporting of this. On this occasion, your item was damaged when it arrived, with no indication that this occurred in transit. We will not be offering more than the $21.00 for the item, nor will we be providing any CCTV as it imposes on the security of our staff. 

  I am sorry this is not the outcome you were hoping for. If you have images of the item with ************* stamps prior to sending, please send these and we can review this matter further. If not, there is nothing more we can do. 

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17626280
  
  I am rejecting this response because I know the item was not damaged prior to shipping as I'm the one who packed it, and, according to your own emails, the damage couldn't have happened during shipping.  Knowing this, it would be inappropriate for me to agree to your terms when I know your company damaged the computer.  I suspect you know this too, and if not, someone in. your company knows of this practice and is hiding it.  

  You have offered for me to send pictures as verification with date/time stamps.  Please share with me what other requirements pictures must meet to substantiate proof the product was not damaged when it was sent.  Please be specific as to what you mean by ********* stamp.  For example, does the date and time have to appear in the actual photo or are you willing to accept the date time attached to the file itself?  Does the same picture of where Decluttr damage  the computer also have to verify that this is the same laptop?  If so, how?  What other requirements must such photographic evidence need to meet in your mind?  I find no description or process for this on your website.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2022

  I can assure you the item has not been damaged in our possession. We have reviewed the extraction of the item and can confirm that the reported damage is evident at the time the item was removed from the packaging it was sent in. 
  We would require an image of the item, with a date and time stamp, this does not have to be in the actual image, but we do require it to be in the details of the photograph, and just an image to show the section of the item shown in the photograph we provided. 

   

• Initial Complaint

  Date:07/26/2022

  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.

  I sent in Apple products to them. In the first order, they lowered the price on the phone that I sent stating there was a hairline crack in the camera. I can live with that. The second order they then said that the product had a defective USB port (that model does not have a USB port). I've used it with never an issue since I've had it. Their online quote was $220 there "revised price" was $22! I then got another email stating that the second MacBook (which I already said was non operable and I was supposed to get $22 for, they dropped to $16!Talk about Bait and Switch! I also cannot get in touch with them. I have emailed, tried to use their chat and even went in to "decline" their new offer and it just spins. These folks are bad news!

  Business Response

  Date: 07/27/2022

  I am very sorry you feel unhappy with the way in which your order has been processed. I can see that under 1358537 there are two items. One was originally valued at $220.00. This has now been reduced to $22.00. The reason for this has been emailed over as faulty USB port, however to confirm, our warehouse have a dropdown list and selected this, however they have included detail on our internal order system which confirmed the reason for the reduction in price is due to the keys E and S being replaced. 

  The other item on the order is MacBook Core M 1.1 12 (Early 2015) 8GB. This was valued at $16.00. This has been accepted and this price will be paid for. Please can you confirm where you saw the original price of this was $22.00? I cannot see any record of this on our system. 

  I can get this matter resolved if you could please confirm this. 

   

  Customer Answer

  Date: 07/27/2022

   
  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 find it a shame that I had to report them to the BBB before I was able to receive any response from them. I do not agree with their comments as I have never had an issue with the rose gold computer and as long as it is returned, I will be satisfied.
  
  Sincerely,
  
  *****************************