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:12/11/2023

  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.

  Order date 11/24/2023 I sent Decluttr my iphone to sell and they approved and said they sent payment , today is 12/11/2023 no payment so far. I sent my bank statement as requested to show no payment was received. They keep telling me ***** hours, this is the 3rd time i've heard that. I asked for them to pay me or send the phone back. no response on that.

  Business Response

  Date: 12/14/2023

  Hi ******

  Please accept my sincere apologizes for the issues you have had attempting to receive funds from Decluttr. 

  I have escalated your issue to our complaints team to review the order in question and the customer service communications to resolve this issue as soon as possible. 

   

  Kind regards

  Decluttr 

• Initial Complaint

  Date:12/09/2023

  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 shipped my iPhone 14 *************** to Decluttr on 11/25/2023. The item was confirmed as delivered by *** and by Decluttr. Decluttr is now refusing to pay me the $750 and claim they did not receive the item. When I contacted customer service, I received no response or resolution. I need help as now Decluttr has my phone and refuses to pay me for it.

  Business Response

  Date: 12/14/2023

  Hi ************;

  Please accept my apologies for the issues you have experienced whilst trying to sell your iPhone 14. 

  I have reviewed the order details for this item, the shipping service was delayed and upon our Quality Assessment the device was assessed to be in a different condition which prompted an email communication with a revised price offer. You chose to decline the price offer and have the item returned to you free of charge, we have sent your return via *** December 12th. 

  If you require any further support please contact us again. 

  Kind regards

  Decluttr 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20982355
  
  I am rejecting this response because: over numerous emails, Decluttr stated that they would not going to honor the original offer due to the item being shipped to them outside of the 28 day window. However, when I provided proof that the item was shipped within the 28 day timeframe, Decluttr has then blamed me for the slow shipping speed of the return service that Decluttr utilizes. There was no option for me to elect a faster shipping, there is only one type of shipping option provided by Decluttr. To date, there has been no mention that my device had any type of issue warranting a price reduction. Every single email and chat blames the 28-day tech price promise.

  When I rejected the fraudulent offer by Decluttr and asked for my device to be returned, I was told I would receive it within 48 hours via DHL. I finally received an email from Decluttr with tracking information that states my device will be returned to me in 10 days via UPS.

  Not only did Decluttr try to cheat me out of $200 by wrongfully reducing the initial offer, it appears they retaliate against anyone who tries to highlight their fraudulent practices. Now they are returning my device to me using an unreasonably slow shipping speed that effectively prohibits me from getting a competitive price from another company.

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

  Business Response

  Date: 12/20/2023

  Thank you for reaching out via BBB. 

   

  We have reviewed the order information and confirm the order was revised due to the price promise time frame. The order was created Oct 30th giving 28 days for the parcel to arrive before the price would alter to the current online valuation. The parcel arrived December 1st triggering an automated revaluation process to which the customer declined. The order has since successfully been returned to the customer as per our declined offer terms and conditions. 

  Kind Regards

  Customer Service 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20982355
  
  I am rejecting this response because: again, Decluttr continues to change the terms of the agreement. The item only had to be shipped to Decluttr within 28 days, not received by them within 28 days. The problem here is that the customer should be liable for shipping speeds that Decluttr establishes (as Decluttr is the one that provides the shipping label).

  Additionally, Decluttr was dishonest about the return shipping timeframe if I rejected their sale offer. Decluttr said I would receive the item within 48 hours of declining the offer. However, they then used a different courier than agreed upon and it took more than 10 days for the item to be returned. It seems that Decluttr does this as a means to retaliate against anyone who tries to shed light on their fraudulent business practices.

  
  Sincerely,
  ************;

• Initial Complaint

  Date:12/01/2023

  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.

  On Nov 21 2023 I ordered a ******* A20. Received a confirmation email. Nothing since. Attempted to call 5 dozen times, always a busy signal. Submitted several contact forms via the website. No response until I said I contacted the attorney General. Their response was I hadn't ordered anything. I supplied proof I had. Despite several more emails they refuse to respond to my emails and requests for a refund. I have no need for the product and since they never shipped it , I want a refund.

  Business Response

  Date: 12/04/2023

  Hello ****, 

  Thanks for reaching out to us via BBB. 

  I have reviewed your communications with our **************** Team and note your order and refund request has been escalated to our ******************* to review. 

  Please allow a few days for an outcome. 

  Kind regards

  **************** 

  Customer Answer

  Date: 12/04/2023

   
  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:11/25/2023

  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.

  Purchased an iPhone on the **** store refurbished with a one-year warranty screen failed sent it in for them to repair it. They sent it back with missing parts, saying that the cause of the problem was miss handling Took it to the iPhone store they said the screen had failed because the battery was swollen and both the battery and the screen need to be replaced and that the phone was missing screws and brackets

  Business Response

  Date: 12/04/2023

  Hello *****, 

  Thank you for reaching out to us via BBB. 

  Please could you provide your Apple report detailing the problem with the screen was caused by a swollen battery to allow us to review your complaint?

  Kind regards

  Customer Service 

• Initial Complaint

  Date:11/23/2023

  Type:Sales and Advertising 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.

  On the 11/15/23.i purchase a phone.Paid express shipping.Your logo was used so i trust it.Still haven't recieve anything

  Business Response

  Date: 11/23/2023

  I am very sorry to hear of the issues that you have been facing with your order, and that this has still not been received. 

  I can see you have contacted our **************** Team who are working on this and will provide you with a further update shortly. We are working to see if we can refund the order for you. 

  Customer Answer

  Date: 11/24/2023

   
  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:11/21/2023

  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.

  I sent in my iPhone 10xs *** for them to buy off of me and it was still logged into my iCloud. They sent me an email to remotely remove my device from my iCloud which I did. They proceeded to tell me that it would go into testing. I never received an email back about next steps but rather continued to received automated emails stating that my iPhone was locked and I would not be paid until it was unlocked. I tried to contact them via phone but their phone number listed goes to a busy tone each time. I tried to contact them via ******** but they said they could not help me because I use an alternative name. I provided my passcode and offered to show them my ID to confirm my identity. Now I received an email saying the would recycle my phone in 28 days without payment if no action is taken. I still can't get in touch with anyone to close my case. I just want my money, I provided them with all information including my phone number so they could call me. I've used declutter before and never had such an issue. If they cannot pay me I want my phone returned to me at my new address not the address I shipped from since I moved across country.

  Business Response

  Date: 11/22/2023

  I am very sorry to hear of the issues that you have been facing surrounding your order. 

  I can see that we provided the instructions to remove the lock from the device however this was not removed as expected, therefore we cannot process the item for payment and it needs to be returned back to you. 
  I can see you advised a change in address therefore please confirm the new address so we can ensure this is sent to the correct address.

  Please provide this before Friday 24th November.

• Initial Complaint

  Date:11/15/2023

  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 am writing to file a formal complaint against Decluttr concerning a recent transaction involving the sale of my used PS4. The circumstances surrounding this transaction have been distressing, and I am seeking your assistance in resolving this matter.Initially, I engaged with Decluttr based on their offer to purchase my PS4 at a specified price. The console was meticulously maintained, meeting the criteria outlined on Decluttr's website for the offered amount. Recognizing the fragility of the item, I took extra care in packaging to ensure its safe delivery.Despite my efforts, I received a notice stating that my PS4 was rejected due to extensive casing damage attributed to falls or drops. This claim raised suspicions as I can attest to having packed the item with utmost care. Expecting the console to be returned in the condition it was sent, I was dismayed to find it in a state of disrepair upon its return, with the plastic shell broken off and the working condition unknown.This situation has not only caused me emotional distress but has also resulted in a significant waste of time. Furthermore, my attempts to communicate with Decluttr for clarification and resolution have been met with silence, exacerbating my frustration and sense of helplessness.In light of the emotional toll, inconvenience, and the ***** difference between the condition I sent the PS4 and its return state, I am seeking your intervention to facilitate compensation, repair, or an exchange equivalent to the initially quoted price of $120, as per Decluttr's website.

  Business Response

  Date: 11/17/2023

  I am very sorry to hear of the issues that you have experienced with your order to sell your PlayStation 4.

  From reviewing this I can see that when placing the order, the console was described as "Excellent" indicating the device was in flawless cosmetic condition. However, when the item arrived, upon receipt it was found that a piece of the casing of the console was detached from the body of the console. This piece of casing also had scratches present. 

  As a result, the item most closely matches the "Poor" condition specification. We must process items according to the condition specifications laid out on our website and on this occasion the PlayStation 4 is therefore classified as "Poor" condition. 

  I am very sorry for any disappointment however as you have declined the offer the item has been returned back to you in the same condition it was in when we received it. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20876363
  
  I am rejecting this response because: as stated before I have been careful of packaging the item correctly. As a result, the item should have been received in excellent condition. I have read many legitimate reviews of decluttr to see if I was the only one who received this problem. As it turns out I was not the only one. My stance stays the same, and would still like the compensation I was promised through the app.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/21/2023

  Unfortunately on this occasion we cannot offer any compensation for this matter as the item was processed according to the condition it was in when it arrived with us, including 1 piece of the casing detached from the body of the console. 
  We therefore graded the console accurately, and as you rejected the item, it has been returned back to you in the same condition it was in when we received it. 

  The package was carefully checked prior to unpackaging, and there were no signs to indicate that any damage or tampering occurred in transit. As a result, we do have reason to believe the item was sent to us in the same condition it was in when we received it, therefore there is no eligibility for any compensation or claim to be made. 

• Initial Complaint

  Date:11/14/2023

  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 placed an order to sell my iPhone 14 Pro through this company for a total of $793.00. I shipped the phone using the pre-paid *** label they provided me with and I waited to receive payment. After some time passed and I did not receive the payment I contacted them and they told me that unfortunately the package had arrived but the phone was not inside and demanded proof of purchase and dropoff receipt, which I provided immediately. They told me that they would need to conduct an investigation and after numerous attempts on my end to reach them by phone, email etc, they told me that the investigation was concluded and that my order was fraudulent and therefore they would not pay anything. I tried to reason with them to no avail and requested proof of their investigation and the fact that the package arrived empty. Their answer was the same that they could not do anything. I then contacted *** and started an investigation on the package placing a claim, which has been paid to the company because the prepaid label had their account. They are now denying payment and claiming that the payment was only for $110.00 and that *** stopped payment because again this was fraudulent. *** told me that the money was credited to their account and that I just needed to get the money from the company. The claim was for $793 and I have an email saying it was paid. I have proof of all emails, claim number for ***, proof of purchase and drop off. I read that this happened to several other customers with this company so there is definitely something fishing going on. I demand proof and payment for the phone that I mailed for which in return I expected a payment of $793.00 as they promised. Their phone number does not work, it is impossible to talk to a live person and they should not allow to do business this way defrauding honest people like of their property without paying. The next field requires the amount I paid, that is 0 but they received my phone and did not pay for it.

  Business Response

  Date: 11/16/2023

  I am very sorry to hear of the issues that you have been facing with your Decluttr order.

  From looking into this, I can see that you have provided the requested information, however after reviewing this, our ***************** have some further questions regarding the information provided.

   

  Are you able to please confirm why the invoice states the item has been sold to ******* ***** Bank, rather than yourself? 

  This is not something we are familiar with in relation to the invoices from Apple and therefore they have asked if you can provide further information surrounding this so we can investigate this matter further. 

  Customer Answer

  Date: 11/16/2023

  This is the first time I have been asked this question and I have asked several times what the previous investigation's result was based on. The invoice shows ******* ***** because I financed the phone through Apple. I have an Apple credit card. The phone was fully paid off before sending it to you.

  Further more, as you can see from the additional documentation sent, the financed amount was for 499 because I traded in my iPhone 13 Pro with them and received 600 USD for it, the total amount of the price of the iPhone 14 Pro was therefore $1099 (600 trade in + 499 financed). 

  I am also attaching the thread of emails with Decluttr to show how this was handled prior to BBB getting involved, I hope this will finally bring a resolution. 

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

  Business Response

  Date: 11/17/2023

  Thank you for confirming the additional details surrounding this. I have informed our ***************** of this for future reference.

  In the meantime, they have confirmed that this order is eligible for a courier claim as all of the necessary information has been provided and checked, therefore the order has been marked for a courier claim, and the full payment should be received shortly. This has been processed via the payment details we have on the system. 

  Please allow 3-5 business days for payment to be received.

  Customer Answer

  Date: 11/17/2023

  Before I accept this as  a resolution, I would like to be provided with proof that the payment will be made, receive more information on what they mean by courier claim, and the amount of the full payment they reference to. Specifically, I would like to know if I will receive full payment for my iPhone 14 Pro 256 GB in the amount of $793.00 and that the payment details in the account mentioned are my bank account coordinates linked to the Decluttr order. Furthermore, I would like to receive the name of a person and a working telephone number of someone at Decluttr that I will be able to reach once the complaint with BBB is closed if I accept a resolution. If this is not feasible, I will wait to receive a response and the actual payment prior to accepting the resolution. Please let me know if you have any questions. 

   

  Business Response

  Date: 11/23/2023

  We have reached out to you directly via email to confirm that the details needed adding to your account. As these have been added, the payment of $793.00 has been processed and should be received in 3-5 business days. 

  Please let us know if the payment has not been received after this time frame and we can look into this for you.

  I am very sorry once again for any inconvenience caused.

   

  Customer Answer

  Date: 11/26/2023

  I can confirm that the company reached out to me to request my bank account details to process the payment, which I have provided. I understand that the payment was processed and that it may take up to 5 business days, so I would like to wait until the funds have been deposited into my account to close this case. Thank you for all your help so far. 

  Business Response

  Date: 12/04/2023

  Hello, 

  Our ******** Service Agent escalated this case to our complaints team. 

  A full resolution was reached with the customer November *********, whereby we confirmed full payment processed to the value of $793.00 via direct deposit. 

  The parcel was lost in post and the customer provided the necessary information to file a courier claim. 

   

  Kind regards

  ******** Service 

  Customer Answer

  Date: 12/04/2023

   
  Better Business Bureau:

  while I am happy that you were able to resolve this matter for me, I hope that somehow this does not continue to happen to other consumers in the future. As you can see from all the correspondence I have attached to the complaint, the matter was handled poorly on their end as they never asked me for additional information and instead invoked a regulation that is not even readily available to customers to declare the order fraudulent and not pay. I tried to reason with them for almost 2 months and the answer was always that they could not help me further. The courier claim they refer to was initiated by me and paid to them prior to this complaint, so while I appreciate the resolution I would have hoped the company recognized that this was not handled properly on their end because that would indicate the will to make sure it would not happen in the future. As I now received full payment for the phone that was rightfully mine, I accept the resolution. Thank you for all your help in mediating this matter. 

  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:11/14/2023

  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.

  An iPhone 14 Pro *** in mint condition I attempted to sell to this company was not accepted (order #*******) and I opted for device return My item was lost in transit and not returned to myself. Tracking ID ******************** indicates the package was delivered to an entirely different city than addressed! I immediately filed a *** claim for investigation of the lost package and compensation, since Decluttrs website advertisement indicates full coverage of shipments in transit. I then contacted Decluttr customer service via phone and email who immediately and absurdly declared both a Decluttr and *** investigation ascertained the package was delivered successfully and no claim would be paid. All the while *** tracking and claims information indicated package search in progress shipment could not be located and eventually concluding with claim issued to sender (Decluttr). Various agents failed to acknowledge any of these facts either directly corresponded, or referenced in *** tracking/claims surrounding the loss of my shipment, surely to perpetuate the fraud.I believe this to be an instance of Decluttrs blatanty fraudulent misappropriation of claims funds which are paid to their company as sender of packages per *** claims protocol. I will be forwarding this matter to the *** for further investigation.

  Business Response

  Date: 11/15/2023

  I am very sorry to hear of the issues that you have been facing surrounding the return of your device.
  From looking into this, I can see that the address provided on the order, which the item was sent back to was in *********, ********. 

  The tracking of the return shows the item was delivered to *********, and this matter was escalated via our ****************** who liaised with the courier, and conducted a full investigation into the whereabouts of the parcel.

  The parcel has been confirmed to be delivered as addressed, and therefore this order is not eligible for any claim or payment. The item has been delivered correctly to the address on the order, and the tracking shows this was in *********. 
  I am very sorry for any disappointment however we have investigated this at length, and the item has been delivered as addressed therefore we will not be reviewing this any further, nor offering any payment on this occasion as we have reason to believe the item has been received back as expected.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20870722
  
  I am rejecting this response because:

  The item was not delivered to ************ and this is clearly reflected in item tracking.  1Z867E8W0399877423, the tracking number for the package in question, indicates delivery to ******* **, on 11/1/23.  On 11/3/23 a *** courier arrived at my location and required signature attesting to my non-receipt of the shipment.

  Tracking also indicates a claim was issued to your company following *** investigation. Decluttrs blatant misrepresentation of the facts surrounding the loss of my shipment is tantamount to fraud. 

  
  Sincerely,
  
  P L

  Business Response

  Date: 11/16/2023

  The tracking for this item indicates that the item was delivered successfully to the address provided.

  The address provided is for a Sport Retail store, which can be seen as confirmed in the "Received by" section of *** tracking. 

  ********* is a suburb of *******, hence the tracking indicating the item has been delivered to *******. 

  The item has been confirmed as been delivered successfully and the courier has confirmed this. No claim has been sent over to us, and this order is not eligible for any payment or refund for any costs. The item has been delivered back to the address we have on record and the courier have confirmed this. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20870722
  
  I am rejecting this response because:

  The correct address of return, reflected in your companys own email correspondence as the correct address of return, differs from the address of ******, which is a commercial retail space not associated with the recipient of the package.

  On the date of alleged delivery, a ********* police officer confirmed via in-person conversation with the manager of ****** that no ****** staff received my shipment associated with 1Z867E8W0399877423.

  No package I have ever received from *** to this location has ever reflected the incorrect city of delivery in tracking information. This is also true of another return from your own company 1548061, which is associated with *** 1Z867E8W0390018859. Tracking information clearly shows this particular shipment was delivered to *********, ** and the item is in my possession. 

  No information in *** tracking/claims for the lost shipment indicates ineligibility for payment or that the claim was rejected.  As of this writing, tracking/claims information indicates claim in progress.

  
  Sincerely,
  
  P ********

• Initial Complaint

  Date:11/13/2023

  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 an Apple Watch 6 from Decluttr on Amazon. What I received from Decluttr was an Apple Watch Series 4. I initiated a return and sent the Series 4 watch back to Decluttr. Instead of issuing a refund, Decluttr sent the Series 4 watch back to me. I contacted them to find out what had happened. Here is their response:-"The item you bought from us was a Apple Watch Series 6 GPS + Cellular, 44. What was sent to us was a Series 4 watch. Unfortunately this was the wrong item..I sent a follow-up message explaining that, no, I had not sent them the wrong item, but that they had sent me the wrong watch, a Series 4, not a Series 6. And it was that incorrect watch that I was returning. Here is their response:-I'm very sorry but we record the serial number and IMEI of all our products at the point of dispatch. The serial number/IMEI of the item you have returned does not match the one we sent out. To be absolutely sure, we have also checked it against a list of every item we have ever had in our system and it shows that this is not a device we've ever had in our care.-So, Decluttr sent me the wrong itemis claiming it couldnt possibly have been their mistakeand refusing to issue a refund.-I have never owned or bought a Series 4 Apple Watch from anywhere or anyone. Decluttr sells and ships thousands of items. The idea that their system is so foolproof that they couldnt possibly have made a mistake is absurd.-Im hoping I can resolve this issue without too much trouble. However, Im an attorney and formerly worked as a litigation associate for a national law firm. Given Decluttrs obnoxious behavior here, basically accusing me of fraud, I am prepared to file a lawsuit against them. The filing fees would exceed the value of the watch, but its personal at this point. Moreover, if theyve done this to me, theyve done it to others. So, maybe like any other bully, Decluttr needs to be taught a *******

  Business Response

  Date: 11/14/2023

  I am very sorry to hear of the issues you have been facing, and after reviewing the details of this, I have checked and the serial number we have on record does link to an Apple Watch Series 4. There appears to have been a mix-up internally, and therefore it is only fair we accept the item back for a full refund. 
   
  We have reached out to you via email directly providing a returns label to send this back to us for the refund. 
   
  I am truly sorry for the issues faced thus far, and I will be providing feedback regarding the prior handling of this matter to ensure this does not occur again in the future.
   
  

  Customer Answer

  Date: 11/19/2023

   
  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,
  
  *************************