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:01/29/2024

  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.

  Declutter is an absolute scam and the company should be shut down immediately.I received a quote from this company indicating I would receive $418 for: 2 iphones; an iwatch; earbuds; and video games. Based on the quote, a Paypal deposit of $418 would appear in my account 3 days after receipt. I sent my items 1/26/2024 in a Target package and securely taped box, via *** with the prepacked label. 1/27/20244, I received confirmation that my package arrived in ********, **. 1/29, I received a text from an employee indicating they would not accept my earbuds. A few hours later, the same representative contacted me to advise my iphones and watch were missing from the package; yet, this person did not mention this when they initially contacted me. I stated I have the receipt for the shipment and the representative advised she needed the serial numbers of the phones and watch. I do not have these numbers because I sent the boxes in my shipment along with the quotes this company provided me stating the amount of money I would receive once the items were scanned into the ********, ** location. Now, the person refuses to speak with me; the initial person who signed for my package Saturday disappeared from the tracking information; they refuse to provide pictures of an open box indicating some of my items were stolen; and they refuse to budge on sending me my money. Insurance was provided on the box and the person also refuses to acknowledge this. I want all of my merchandise returned or I want the money I was promised.

  Business Response

  Date: 01/30/2024

  Hello 

  I am sorry you felt the need to complaint about your experience with us. 

  I have had a look at your order and can see that this is still under investigation with our claims team. Once they have completed the investigation then they will be in touch with the account holder. 

  Kind regards

  Decluttr 

   

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21215759
  
  I am rejecting this response because: the attachment above highlights you or a representative of your company signed for the delivery. The person who accepted delivery did not indicate the box was opened and/or items were missing. You also emailed me about inoperable headphones and NEVER mentioned the most expensive items were missing. I asked you several time to contact ****** as this is the person who signed, to determine what happened and you refused. I also requested several times that you send me pictures of broken tape and/or damaged box and you also never did this. Yesterday, you mentioned you opened a case with *** re: tracking-this does not seem necessary as someone at your organization signed and accepted the delivery. You also NEVER responded when asked several times what about the insurance on the package. The insurance amount exceeds the amount you promised; hence, I am having a very difficult time understanding the bottleneck in your payout process. After reviewing several websites, this exists as a pattern with your company: refusal to pay for received merchandise. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/02/2024

  Hello,

  As the account is in a different name our team has been in touch with the account holder, I know this is frustrating but I am sure you understand that we need to follow data protection. 

  I can see that one of the team has been in touch with the account holder about their items, if they would like to talk in more details they can reply to that message and we will be able to support. 

  Kind regards 

  Deluttr 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21215759
  
  I am rejecting this response because: my husband is the account holder and he has not receive sufficient explanations re: my watch and the dvds. Thus, the complaint remains open. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/06/2024

  Hi **************,

  Thank you for your reply.

  Due to data protection regulations, we are unable to discuss this order with you as it is under your husband's account. This measure is in place to ensure his data is protected.

  Please rest assured that we will contact the account holder so that we can assist with providing a resolution as promptly as possible.

  Thank you for your time and patience.

  Best Regards,
  ****

  Decluttr

  Customer Answer

  Date: 02/07/2024

   
  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:01/26/2024

  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 purchased a $400 smart phone in November from DeCluttr and received tracking for the shipment. I work from home and was waiting for the shipment as it was marked as on the way for delivery by **** I did not receive my package but was marked as delivered by *** with the proof of delivery stating they "Met Customer". Nothing else to indicate who they met or where they delivered. I opened a claim against DeCluttr and they refuse to reimburse my claim. *** claim is pending until DeCluttr talks to **** Decluttr refuses to be on a 3-way call with *** and will not provide a number where customers can call. Decluttr is not cooperating in the investigation and relies solely on the shipment status. Claim and any form of communication is frustratingly handled through DeCluttr email only. As an online consumer, if my package is lost or stolen, I expect some form of support from both the shipper and the carrier. The shipper, Decluttr has refused any form of resolution to my claim. They stated that they "tried" to trace the smart phone but was unable to. How is this my fault as a customer? Ordering online has to have some form of insurance and companies should be able to provide traceability. Washing their hands and pointing to the carrier is a cop out business model! I WILL NEVER BUY FROM DECLUTTR AGAIN. They have no accountability. They should change their name to just CLUTTER as that is what they provide.

  Business Response

  Date: 01/29/2024

  Hello ******,

  I am sorry to hear that you have not received your order. 

  I will be investigating your complaint. Once I have completed my investigation I will be in touch 

  Kind regards

  Decluttr 

• Initial Complaint

  Date:01/11/2024

  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 recently sent in two full boxes (141 total) of DVD's to Decluttr after finding their app on my iPhone. I sent two boxes due to the weight limit for each box. The DVD's were closely split evenly between the two boxes. After 3-4 weeks of not getting a response I reached out to them. Their response was that there were 90 DVDs missing. After a few emails back and forth, they finally confirmed they received 2 boxes. When I pointed out that it was impossible to be missing 90 DVDs if the received 2 boxes they responded that they needed tracking information to file a report with **** Decluttr has been difficult to deal with and I feel have shady business practices. I noticed that the are and accredited BBB Business, but I do not feel they should be accredited based on their practices. I have yet to receive a payout offer or a resolution from them.

  Business Response

  Date: 01/23/2024

  Hello 

  Thanks for reaching out to us. 

  Having reviewed your order I have marked the missing items as sent using the two shipping labels received, this will prompt for full payment of the order value in the next two days. 

  Please ensure payment details are correct within my account to prevent any further delays with processing. 

  Kind regards

  Decluttr 

  Customer Answer

  Date: 01/24/2024

   
  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:01/10/2024

  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.

  I ordered a refurbished Applewatch on Oct 24, 2023 (order R846689261), paying a total of $188.90, which included taxes and expedited shipping. I didn't receive the watch and after several rounds of inquiries, on Oct 31, 2023, I was told that Decluttr could not fulfill the order and was going to cancel it and issue a refund. I was refunded $173.99. I contacted Decluttr customer service once again to complain -- if they failed to fulfill the order, they needed to issue a full refund, including payment for taxes and expedited shipment. I was told they would issue a second refund to make up the difference.On Jan 3, **** I contacted customer service once again. THIS TIME I was told they would not refund the difference "...because it is not the actual product fee". That;s insane, Decluttr cancelled the order and needs to issue a refund for every ***** I paid!

  Business Response

  Date: 01/23/2024

  Hello 

  Thank you for contacting us, I have reviewed the order and refund processed and now escalated for the remaining value to be issued. 

  Please allow 5-7 days for the funds to be received. 

  I hope this resolves the issue. 

  Kind regards

  Decluttr 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21112741
  
  Fine to have the refund, but there is nothing in Decluttr's response to suggest that they will do anything differently the next time a customer's order gets canceled.  Their customer service person "***" stated "we don't refund tax."  Decluttr doesn't refund tax (or expedited shipping fees) when Decluttr cancels a customer's order and the customer has received nothing?  Seems like either a policy review or customer service personnel retraining is way overdue.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/25/2024

  Hello 

  Thank you for getting back to us, I am sorry that you received the incorrect information from one of our agents. With regards to our policy if we cancel an order due to an technical error we will refund in full.  I hope that this will put your mind at easy and reassure you that we do take these seriously and the agent will go through full training around this process. 

  Kind regards

  Decluttr 

   

   

  Customer Answer

  Date: 01/25/2024

   
  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:01/05/2024

  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 purchased an iPad on 4/29 2022 ************ ****** I returned it with permission And never got refunded

  Business Response

  Date: 01/08/2024

  Hello 

  Thank you for contact us regarding an order in 2022. 

  Due to the length of time that has passed, you are not outside of any terms and conditions regarding missing returns as such we are unable to help you on this occasion. 
  
  Regards

  Decluttr 

  
  

• Initial Complaint

  Date:12/28/2023

  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 or about December 10th 2023 I purchase two iPhones 1. An iPhone ** *** for $30484 and iPhone 12 Pro *** about $653.24.Upon unpacking I notice the following issues mentioned below in my attempt to contact the business; however due to similar experiences posted online by their consumers Im seeking the assistance in resolving my concerns with the BBB. Good Afternoon, Im reaching out regarding two defective items purchased as a gift on 12/10/2023 Order Number R883954362 and Order Number R156397000. Both were iPhones and *** noted the following defects upon unpacking and setting up for use. 1. The phones do not appear as refurbished rather just simply traded in and restored to factory settings; devices show visible dirt and dust around at location of buttons. 2. The battery health is not 100% and is at 86% For th iPhone 12, all apple batteries are recommended to being replaced when capacity reaches 80 %3. There is a deep scratch on both screens. 4. Both screens are not recognized as an an unknown part thus not a genuine apple part, the touch screen. As a result the phone does doesnt respond to each stroke of touch and often selects other options on the screen similar to a sticky keyboard concept. 5. Both phones especially the ** *** become very hot after a short usage time. I purchased these two phones to replace outdated one andI have already gotten rid of the other ones phones for h family members. Im now stuck with two essentially defective phones that require service nd repairs by apple; for these reasons Im requesting a full refund of both phones so that I may have the iPhones repaired to the condition that was advertised at time of phrase from declutter website. Sincerely, **********************************************

  Business Response

  Date: 12/29/2023

  Hello 

  Thanks for reaching out via BBB

  I can see you have also contacted our customer service team who will reply to your return request providing returns labels. 

  All our devices are refurbished which may include replacement parts which are not always guaranteed to be genuine, I can also confirm that the device may not have 100% battery health as we do sell refurbished items. However, the battery health should be a minimum of 80% or above, this is what Apple advise is a healthy battery capacity.

  If you are unhappy with the overall condition of the devices you can of course use your cancellation period to return and receive a full refund. 

  Kind regards

  Decluttr 
  
  

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21068122
  
  I am rejecting this response because: these phones were replacements for other phones that we no longer have. We are not in a position to return them because it would leave us without a phone that we cannot do. Im seeking a refund so that I can get the phones repaired to the state that it was advertised at the time of purchase, none of what was disclosed in the response from the business was mentioned at the time of purchase. The conditions of the phone were described as very good and Im working condition, which is not the condition that I received both phones there are many reviews online  from other consumers sharing similar experience to mine with products purchased from Declutter. All that Im seeking is a refund so that I may get the phones repaired on my own so that I can continue to use them. 
  
  Sincerely,
  
  **********************************************

  Business Response

  Date: 01/08/2024

  Hello 

  Please refer to our warranty cover which informs customers to return items for quality assessment and agreed warranty repair or replacement.

  We do not accept third party repair or replacement of the item.

  If you are unhappy with your purchase you can of course follow our cancellation period and return the items for a cancellation and refund. 

  Regards

  Decluttr 

• Initial Complaint

  Date:12/20/2023

  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.

  Brought and paid for an iPhone 11 Pro. Came with a broken display. WILL NOT refund or even turn into carrier. Will not respond.

  Business Response

  Date: 12/29/2023

  Hello 

  Thank you for contacting us via BBB. 

  I have reviewed your order information and the customer service contact regarding the damage to the item. The order was delivered December 14th and you failed to alert customer service of severe damage to the device until December 17th leaving the device in your possession and usage for 4 days before reporting the issue. We also asked for images of packaging which did not show any damage incurring during the shipping process therefore we have deemed accidental damage to the device invalidating your warranty cover. We have explained this via your email thread with our customer service team and will not accept a return request. 

  Regards 

  Decluttr 

  Customer Answer

  Date: 01/01/2024

  I am rejecting your response because I have addressed your concerns and you have not addressed any of mine . I told you the phone was a gift for my daughter.i did not open it right away because my daughter was not home at the time .The phone was not in use at that time. Secondly l asked about the fact that as soon as you turn, the phone on, there is a message that says a non-apple battery has been installed. That would lead me to believe that a nonqualified company refurbished it. secondly, the markings on the bag indicate that it had left the country to be serviced because you put your shipping label right over the foreign shipping label. The fact that the bag is not been open and you just put your label over their label means to me you did not inspect the phone. So, in my opinion, you ship the phone to a third-party to get it refurbished, and another country did not inspect it and shipped it out as soon as it got back and are trying to blame me for breaking your phone. I would like to hear your reasoning for all of these effects, other than what I presented.. as I said, before you used to be a great company, did a lot of business with you bought a lot of phones . Its quite a shame when companies like you get greedy

  Business Response

  Date: 01/08/2024

  Hello 

  Regarding your new concern of the battery not showing as non genuine part, as we do sell refurbished items which means the battery may have been replaced. At no point on our website do we claim to use branded replacement parts. 

  Your case outcome remains the same. 

  Regards

  Decluttr 

   

  Customer Answer

  Date: 01/08/2024

  I find your response laughable. It doesnt address the fact the phone was delivered broken. Or the fact that you could not have inspected the phone before you shipped it. Furthermore the fact the other people that purchased phones from you in the same timeframe are complaining of aftermarket batteries swelling and destroying the phone screen is very damming on your answer. I dont take this matter lightly. I suggest you dont either. My next letter may be to an attorney general from your state.
  
  *************************

• Initial Complaint

  Date:12/20/2023

  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 contacted decluttr via app and they took all my devices information and ran some test over the app and gave me a cost of 508.** for my device if i sent it in for them they would give me that amount. they sent me all the information via email to send them my device and i did it within the week. about 4 days later i get an email saying that they couldnt pay me or send my device back because of a bad esn that is total bull. if it was a bad esn it wouold have shown before i sent the information or my device they are stealing mine and whta it looks like others peoples stuff as well i want my device back or the money they offered me. i am willing to get a lawer and *** if i need to since this seems to be there normal, trying to steal from people my order # is *******.

  Business Response

  Date: 12/21/2023

  Hello 

  Thank you for contacting via BBB. 

  From reviewing your order the device has been marked as bad ESN we can therefore not purchase the item until the status has been resolved. 

  The item has therefore been returned to you via **** please review your automated emails for notifications.

  Kind regards

  Customer Service 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21034417
  
  I am rejecting this response because: I was lied to by many of your emails Stating that the device had a bad *** and that is not true. I was also told that you could not ship it back. Legally, because of the bad *** I have contacted my companies who are purchased the tablet through the *** is Gand I and I want to continue with the payment arrangement that you guys promised. You guys are faulting on your deal, not me.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/29/2023

  Hello 

  Your return has been delivered to the address on your order December 22nd, we are unable to purchase the device due to bad ESN which can only be quality assessed after we receive the device. 

  The communications with customer service agents have been reviewed and any incorrect information will be fed back to individual agents. 

  Regards

  Decluttr 

   

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21034417
  
  I am rejecting this response because:
  ThisThis is unacceptable, I do have my device you told me that I had a bad *** and that it could not be sent back to us unless the *** was cleared, the *** was never cleared. It was never a bad esn, and you are trying to steal people's products and there is thousands of bad reviews on the BBB accounting for this. I have recommended the device to be purchased again this time. You have offered me a lower amount. I want compensated for what the differences plus the time for this inconvenience this has all been on you.  And not me. I have proof that this has never had a bad esn
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/14/2023

  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 ordered an item from the seller, the item came in faulty. I returned it back to them with their prepaid label, *** deliver the item to them, they are stating that they never receive the item. Even though *** has sent me proof that they delivered the item to the seller, the seller is refusing to refund me the item or return the item to me and a working condition

  Business Response

  Date: 12/21/2023

  Hello 

  Thank you for contacting us via BBB. 

  I can confirm your order was returned and refunded as requested December 14th, please accept my apologies for the delay in processing. 

  Kind regards

  Customer Service 

• Initial Complaint

  Date:12/13/2023

  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.

  Hello,I had heard about this company while researching another company and decided to give them a try. I collected the items, scanned them in and was ok with the buy offer. It was much lower than what the items were worth, but I was trying to quickly get rid of inventory to make room for more. It took a while but they finally checked in the items and I received an email saying that most of the items were missing. What they did not know is that even though I am new to their platform, I am not new to selling. So I let them know that there was only one item missing and that was only because when I went down their list, I didn't see it and figured that I had forgotten to scan that one. The rest were not only sent but that I had pictures of everything that I sent. So, I asked them to look for and find those items. I sent emails asking if they had found them. Then they sent me an e-mail saying that the items did not meet their quality standards, which I knew that this also was not the case because I have been a reseller for over 20 years and had inspected each one of those items. It was part of a bigger lot of items that I had been selling from with ZERO complaints. 1 or 2 were brand new items. If I had to guess this is a part of their business model to offer low ball offers and then just take the items and say that they never received them or that they didn't meet the quality standards. In my opinion, this is no different than a shoplifter selling the items that they have stolen. If you sell on other platforms and a buyer does this, it is considered a criminal act and you can contact the authorities to have them investigate and file charges against them. It is a disservice to the public for them to receive this many complaints about the same things but retain such a high BBB rating. I would suggest anyone who has experienced what I have experienced with this company to reach out to their local authorities to see what their options are.

  Business Response

  Date: 12/21/2023

  Hello

  Thank you for contacting us via BBB. 

  We have reviewed your recent order and can confirm there were a number of item rejected due to quality control as missing and damaged artwork. We understand this is your first time using our services so as a gesture of goodwill we have provided a manual payment for the rejected items on this occasion. 

  If you wish to use the services again, please ensure all artwork booklets are present and in good condition before choosing to send items to Decluttr. 

  Kind regards

  Customer Service