Electronics Recycling
DecluttrThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 483 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/11/2023
Type:Product IssuesStatus: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 24th I purchased an IPhone from Decluttr, after 10 days they had not processed my order. I emailed customer service asking for an update and they informed me that they were not able to process and would be refunding me my payment. The phone was $729 and with tax was nearly $804. I have emails of my exchange with the customer service rep to prove all of this. This morning I received an email saying they would not refund me the full amount because the tax collected they do not have and it has been sent elsewhere. See the screenshot of my email attached. I have also attached my credit card statement that was charged for the full amount and refunded only a portion.Business Response
Date: 11/13/2023
I am very sorry to hear of the problems and confusion you have been facing surrounding your order.
I can confirm that in the event we are refunding the value of an order, the tax will also be refunded. I have immediately provided feedback regarding the advice provided by our **************** Team, and will be informing management that further training regarding this process is required.
In the meantime, the tax refund is being processed currently and should be received shortly. I am truly sorry for any confusion.
Customer Answer
Date: 11/13/2023
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:11/06/2023
Type:Product IssuesStatus: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.
Over a month and a half ago, I sent an iPhone 14 Pro *** to Decluttr for trade-in, but I have not received any payment or my phone back yet. My quote number is *******, and I was supposed to receive $850 for my phone. Although I was hesitant to do a trade-in, I decided to go ahead with it since the company appeared legitimate and claimed to offer cash instead of store credit, with everything insured. The company provided me with a prepaid return label from *** with tracking number 1Z867E8W9099128159.I provided my banking account information to Decluttr, but I have not received any reimbursement yet. I found their website difficult to navigate, so I decided to use this platform to lodge my complaint and warn other potential customers about this company. I expect to either receive my phone back or the promised amount of $850. Anything less than these two options is unacceptable. It's unfortunate that this company doesn't communicate with its customers, except when they send a reminder email to request the item to be shipped. I have attached my quote email along with the prepaid shipping label provided by Decluttr.Business Response
Date: 11/09/2023
I am very sorry to hear of the issues you have been facing with your order.
From reviewing this, I can see the item has not arrived with us as yet, therefore we will need to conduct an investigation into the whereabouts of this with our Claims department.
In order for us to do this, are you able to please provide us with proof of purchase for the device, and confirmation of the IMEI?If you can also please provide a copy of the physical proof of postage from the courier.
We can then continue to review this.
Initial Complaint
Date:11/04/2023
Type:Sales and Advertising IssuesStatus: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.
After getting an online quote of $230 I decided to sell my Apple AirPods *** on Decluttr, on 10/11 I received an email with shipping instructions and a *** shipping label. I boxed up my AirPods and took them to the *** Store. *** delivered my AirPods to Decluttr on 10/16, I received an email on 10/19 stating that my order had arrived and that the quality assessment department would check my items soon. As of 10/24 my selling order on the website still said that my order was processing, so I reach out via chat to find out what the hold up was. I was told that my order was completed and that payment had been made on the 10/19, so I reviewed my Gmail and my PayPal account and I let her know that I had not received an email stating that they accepted my device as being in excellent condition and to expect payment nor did I receive any payment via PayPal. She then tells me that I would have to send a copy of my PayPal statement in order for the accounts team to investigate further. As I was attaching the screenshots to the chat she logged off due to inactivity so I sent the screenshots by email. On 10/24 I left a negative review on Trustpilot, I received an email from Decluttr on 10/25 apologizing for the fact that their service did not meet my expectations and that they were working to resolve the matter quickly, they also requested my PayPal email again which I provided. On 10/26 I was informed that the payment would be re-issued and that it may take up to 48 hours to receive an update. On 10/31 I sent an email stating that we were well past the 48 hour time frame mentioned in the last email and fifteen days since my Apple AirPods were delivered to their warehouse and I still had not received my payment. If you do not intend to make good on your offer, please return the AirPods to me by Friday November 4th. The last communication was 11/1 via chat, and I was assured once again that the matter would be escalated and payment was forthcoming. As of 11/4 still nothing.Business Response
Date: 11/09/2023
I am very sorry to hear of the issues that you have been facing regarding your order.
From checking, I can see that order 1551550 was paid for in full on 19th October. It appears that this payment failed due to incorrect payment details on the account, and as a result, our Accounts Team had to manually reissue this payment for you.This was manually reprocessed on 6th November, and Paypal payments generally are received within 24 business hours, therefore this should now have been received into your account.
I am very sorry for the delays in receiving this payment.
Customer Answer
Date: 11/09/2023
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:11/03/2023
Type:Service or Repair IssuesStatus: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.
Decluttr promised me a specific price for my iPhone 13 Pro. The phone was in the EXACT condition I promised. After receipt, Decluttr claimed the phone was not in the promised condition and would only offer me 50% less cash. I declined that offer. They said they would return my phone without 48 hrs. They then went silent.After multiple emails from me and even filing a new support ticket, they responded saying they had sent me the 50% lower cash and the case was closed. Given that I have declined receipt of the cash and they have promised me my device back (but are not sending it), my only assumption is that they are a fraudulent service.They quote one you price to get you in the door and then "find" issues to quote you a lower price. In my case, the lower price was so low as to be LOWER than the worst/lowest price they quote on their website (i.e. for a device in horrible condition). This is a joke. They have stolen from me. It is theft.Business Response
Date: 11/09/2023
I am very sorry to hear of the issues you have been facing surrounding your order.
From looking into your account, I can see that you have placed 2 orders with us.
Order 1536768 was listed for an iPhone 13 Pro (123GB) in Excellent Condition valued at $570.00.
Order ******* was listed for an iPhone 13 Mini (128GB) in Good condition, priced at $297.33.
We have received an iPhone 13 Pro, under the order *******. This item matches our "Good" condition specification, however due to system limitations, we cannot increase the offer presented, therefore the value of $297.33 for this order was paid, as this was the original valuation for the order. I am very sorry our **************** Team have not reached out to you regarding the inconsistencies in the accuracy of the description provided, to clarify a manual increase to the offer, and can assure you feedback will be provided regarding this.
The iPhone 13 Pro we have received matches our "Good" condition, and according to our website, this is valued at approximately $60.00 less than "Excellent" condition.As a result, we would be more than happy to process payment of an additional $212.67, to take the total amount you have received for the item to $510.00, which is $60.00 less than the "Excellent" condition price offered when placing the order.
Unfortunately due to the condition of the device, this would be the maximum amount we could offer on this occasion, and we therefore can process this manually for you today.
Please let us know if you wish to proceed with this.
Customer Answer
Date: 11/09/2023
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:11/02/2023
Type:Product IssuesStatus: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.
Subject: Complaint - Declutter Trade-In Experience - Order #******* Dear Better Business Bureau,I am filing a complaint regarding my phone trade-in with Declutter, order #*******. I have not received communication about my phone's evaluation or offer, which is critical.Their terms state a 14-day limit for a revised offer. It's been 15 days with no updates. This may breach their own terms.I suspect my phone is lost, and the offered amount is significantly lower than advertised. It seems like they undervalue or may not return my phone.I've checked emails daily and my account, but there's no information. Declutter claims to have sent offer emails, which I haven't received. I wish to reject the offer but can't due to their lack of communication.I urge your intervention to ensure the return of my phone promptly and address their poor communication. Your assistance is greatly needed.Business Response
Date: 11/03/2023
I am sorry to hear of the issues you have faced regarding your order.
From looking into this, I can see that your order, 1549894 arrived with us, and quality assessment was completed on 18th October.
We found the item to have heavy signs of wear and tear, with the overall cosmetic condition matching our "poor" condition more closely, therefore the offer was reduced to $138.00.
An email was sent out to you on 18th October regarding this, and you were provided 14 days to respond to this offer. As per our terms and conditions, if no response is provided within the 14 days, the offer is automatically accepted.
We send multiple reminder emails to every customer when an offer is reduced, and you were sent reminder emails on 19th October, 21st October, 24th October, 27th October and 31st October.
As we had received no response, after 14 days, the offer was automatically accepted, and the reduced payment of $138.00 was processed via the payment details on the account, which our team has confirmed was successful.
We send the emails via the email address on the order, and therefore on this occasion we have completed the expected steps and followed the correct process. We notified you of the reduced offer and received no response despite the reminders sent, therefore after the 14 days the offer was accepted automatically, payment processed and the device processed internally, therefore we cannot return the item as the offer was accepted as per our terms and conditions.
Customer Answer
Date: 11/04/2023
Complaint: 20815912
I am rejecting this response because1. Proof of Sent Emails and Confirmation of Receipt:
In their response, Decluttr stated that they have sent multiple emails to me regarding my order. However, they have not provided any proof of these sent emails or confirmation of receipt. Without tangible evidence of these email communications, it is impossible to verify their claims.
2. Email Address on File:
I have requested clarification about the email address on file for my account. Knowing the email address associated with my account is crucial to ensuring that there were no communication errors or misunderstandings during this process. Decluttr has yet to provide this information.
3. Yahoo Mail Statement:
The response from Decluttr implies that they have sent emails to me, but Yahoo Mail's technical support has asserted that they have no record of receiving any emails from the company. This discrepancy raises a significant concern about the accuracy of the information provided by Decluttr. It is essential to resolve this discrepancy and provide clarity.
4. Photo of My Phone and Claimed Damages, Including IMEI Verification:
I have repeatedly requested photographic evidence of my phone's condition and the claimed damages that led to the offer reduction. Furthermore, I insist on receiving photos that include the phone's IMEI number clearly visible. This verification is essential to confirm that the phone in question is indeed mine. Regrettably, no such photos have been provided in Decluttr's response.
In light of these objections, I earnestly request that Decluttr address these concerns promptly by providing the necessary information and evidence. Doing so will not only help to clarify the situation but also enable a fair and accurate resolution of the issue at hand.
My desired resolution is straightforward: I would like my phone to be returned to me. I am eager to reach a resolution that is mutually satisfactory, and I hope that Decluttr will cooperate by supplying the requested information and facilitating the return of my phone.
Thank you for your attention to these objections, and I look forward to a swift and constructive response from Decluttr.
Sincerely,
***********************Business Response
Date: 11/09/2023
I am very sorry that you are unhappy with the response provided.
The email address we have on the account matches the one you use to log in to view your order, and is the one you have provided when opening this complaint.
We sent the emails at the dates provided, and we have no records to suggest that these failed to send. We recommend checking your junk or spam folders, and correspondence from Yahoo is not sufficient evidence as you may have deleted the emails prior to contacting Yahoo regarding this.
We will not be providing any further images containing the **** as this has been processed and we can assure you the images provided previously are of the device that we received under this order.
We sent emails confirming the reduced price, and a number of reminders, but received no rejection of the offer, therefore as per the terms and conditions you agreed to when placing the order, the offer has been accepted automatically. payment has been issued, and according to our systems was successful, therefore as been received into your account.
If you would like to return payment to us, we can provide the details, and we can return the device as it is currently on hold once the payment has been received back and confirmed received by our accounts team. Please let us know if you wish to return payment and I can provide the details to do so.
Customer Answer
Date: 11/14/2023
I am writing in reference to my recent interaction regarding Case #********. While I appreciate your efforts in addressing my concerns, I have yet to receive essential information to facilitate the resolution process.
Specifically, I have not received any communication, including email or instructions, on how to proceed with returning my payment. Furthermore, to ensure the accuracy of the process, I kindly request clear photographs of my phone, as I have not yet received any visual confirmation of its condition.
It is imperative for me to have a comprehensive understanding of the return process, including turnaround time upon payment receipt and clarification on any associated shipping costs. Your prompt attention to these matters is greatly appreciated, and it will contribute significantly to the timely resolution of this issue.
Thank you for your assistance, and I look forward to your prompt response.
Sincerely,
***********************Business Response
Date: 11/15/2023
We have emailed you directly via the email provided in your complaint with the details to return payment.
Once payment is confirmed as received by our Accounts Team, the item will be dispatched via a tracked method to the address on the order, via UPS.
Initial Complaint
Date:11/01/2023
Type:Order IssuesStatus: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.
Sent my phone valued at $700 to them thinking they were legit n and would send me the $700. From the tracking they received the device on October 25. After waiting a week and its still showing, it hadnt arrived via their website I contacted them.. they told me there was no device in the box that had been untampered with when they received it. They claim there was some sort of metal handle in the box. The box was sealed when I dropped it off at a *** store.Business Response
Date: 11/02/2023
Thank you for reaching out to us. I am very sorry for the issues faced surrounding your order.
From looking into this, I can see that we received the parcel sealed, with no signs to indicate there was any tampering which had taken place in transit. The parcel contained a metal handle, and due to there being no signs of tampering on the parcel, we do have reason to believe this was the item that was put into the parcel when it was sent to us.
Please provide the proof of postage receipt, proof of ownership and confirmation of the **** or Serial Number, and we can then look into this for you.
Customer Answer
Date: 11/02/2023
They ask for serial or IMEI and proof of owner ship. Attached is the proof of ********** coverage as well as when the agreement expired. Both of which shows the serial numberBusiness Response
Date: 11/06/2023
As advised, we would also require the proof of postage receipt which is printed and provided by the courier when sent, to look into this any further.Customer Answer
Date: 11/06/2023
Complaint: 20808996
I am rejecting this response because:
Receipt from the courier? Proof of purchase? I have attached proof of purchase. As I have nothing else from Verizon
Sincerely,
***************************Business Response
Date: 11/09/2023
As advised within our initial response, we require proof of purchase, confirmation of the **** or Serial Number and proof of postage in form of the paper receipt to review this any further.
We can see that you have advised within the correspondence with our **************** Team that you have requested Apple block the serial number, therefore please confirm with us, the **** / Serial number of the device, to allow us to continue looking into this for you.Customer Answer
Date: 11/09/2023
Complaint: 20808996
I am rejecting this response because:I dont see how that information is even relevant given they claim there was a metal handle in the box. But I am currently awaiting mail from ******* that provides the requested information. The device was on the payment plan so all I have at the moment has been sent
Sincerely,
***************************Initial Complaint
Date:10/30/2023
Type:Delivery IssuesStatus: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.
Hello. On August 27th, I sold my device to ********************** with ORDER NUMBER: *******. After submitting my quote, Decluttr provided me with a *** prepaid label for shipping my item to them. I shipped the item back to Decluttr, and the tracking information shows that the package was delivered on September 5th. Once the package was scanned as delivered, I contacted Decluttr customer support to inquire about my orders status.Since that date, they opened an investigation with the carrier and informed me that if the carrier lost my package, they would compensate me. Today, I received an email stating that *** delivered my package to the wrong address. I dont understand why and how this happened, as the label was provided by Decluttr. They rejected my request for a refund, even though I used their secure label.Previously, when they opened an investigation with ***, they stated that they were working with *** because they hadnt received the package, even though *** tracking showed that it was delivered. They also mentioned that if *** lost my package, they would compensate me. However, in their latest email today, they informed me that they cant help me.Im still waiting for my payment, as I used their label and provided them with the devices IMEI number. They also mentioned that they would block it. Im considering sending a demand letter to pursue this matter in court, as they havent fulfilled their promise. Please either send me my payment or assist me in retrieving my device.Business Response
Date: 10/31/2023
I am very sorry to hear of the issues you have been facing regarding your order. From looking into this, I can see that the email address provided links to an account with a different name and address than the one quoted. The order number provided also links to a different BBB complaint, made by a different customer.
Please confirm your order number, so we can look into this further.
We can only discuss a complaint if you are the account holder.Customer Answer
Date: 10/31/2023
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:10/29/2023
Type:Product IssuesStatus: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.
Last part August 2023 or first week September 2023, I sent my iPhone XR in for sale price of $120.00, which they offered & determined the price. My daughter has been trying to navigate this transaction, due to my age & not being tech savvy. I have yet to receive my money! I have sent them several inquiries. I sent them updated info, including a bank acct # to deposit the agreed **** I have emailed them several times asking for payment. No response. I have said to RETURN MY PHONE INTACT, if they are not able to pay me the agreed amount. I have sent them an email of discontentment due to their lack of truthfulness and inadequate business practices. No response. I have a phone # to DeCluttr; **************. I Only get a busy signal. Unable to speak w/anyone or leave a message. Please: help resolve this issue.Business Response
Date: 11/02/2023
Thank you for reaching out regarding your order, I am very sorry to hear of the issues faced.
From looking into this, I can see that you selected PayPal as the payment method for your order. We issued payment on 24th August, via the details provided, however payment failed and therefore we need to reissue this. As you selected PayPal we require confirmation of a valid PayPal email address, to update this on our system and reprocess the payment for you.
We have reached out to you directly via email for confirmation of this, however have not yet received the PayPal email to reprocess payment.
Initial Complaint
Date:10/27/2023
Type:Product IssuesStatus: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.
Agreed to sell 3 phones. Yes they lowered the original offer but I accepted. All 3 products were delivered and show received as of 10/13/2023. I asked for auto deposit to my savings account. To date despite numerous email I have not been paid. I have tried and tried to call line is always busy. They responded once wanting my bank information and statement showing I did not get paid. I told them they must be a scam and I will not do that.I need the cash agreed on. My advice to all is do not sell or buy from this SCAM company. Owe me $10.00, $20.10 original over was $67.00, $178.50 original offer was $220.00. I cannot believe I got scammed. Shame on this company.***************************Business Response
Date: 10/30/2023
I am very sorry to hear of the issues you have faced surrounding payment for your 3 orders.
I have had a look into this, and can see that the 3 payments all failed due to incorrect payment details on your account.
All customers need to ensure their details are correct and accurate to ensure payment is processed as quickly as possible.We would recommend altering the payment details on your account, and informing us once this has been done, and we will then reprocess payment for you.
I am very sorry for any inconvenience caused by the delays however we send payment to the details we have on your account and kindly ask all customers double check these details before placing an order.
Customer Answer
Date: 10/30/2023
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:10/27/2023
Type:Delivery IssuesStatus: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 received an email from a CSR named "Hayley ** stating Decluttr had received my order ****** but the email stated none of the products were in the order. This is false, I have included a picture of the tracking slip that shows the weight of the package shipped, indicating it was clearly not empty. I sent a followup request to locate the items I sent in this order as they are valued at ****** but have not heard back. I would like to be paid in full for this order, as it is not my fault if Decluttr lost it.Additionally I received a report that the items a shipment that was sent at the same time - order #******* were damaged. I have accepted the low offer for fhe damaged items (11 dollars for the Playstation 4 Pro and 7 dollars for the XBox One S) but these items were not damaged when they were sent, and they were placed in bubble wrap so I am filing a complaint with the BBB about the condition in which my products were handled during shipment as customers are forced to use prepaid shipping labels from Decluttr and can not pick thier own shipping service.Business Response
Date: 10/30/2023
Thank you for reaching out to us regarding your orders, I am very sorry for any issues you have been facing.
Regarding order 1553878, this was for 3 items.
The PlayStation 4 was listed as "Excellent" condition, however the condition specifications clearly outline that the controller provided must be a genuine controller for a Playstation to be considered as "excellent" or "good" condition. As the controller we received was not a genuine PlayStation Controller it is classed as "poor" condition.
The Xbox One was listed as "excellent" condition but has casing damage, which was present immediately upon receipt of the item. We carefully assess all packages for any signs of transit damage, and there were no signs to indicate this damage occurred in transit. Therefore we do believe the item was damaged before it was sent to us. As you accepted both of these offers, you indicated you agreed with the condition reviews we completed, and therefore payment was issued for these 2 items.
The VR set we received did not match the description and is not an item we are able to accept.
Any queries relating to the offers on this order should have been raised before acceptance, as accepted automatically completes the order and processes payment.
Order 1553889 has arrived, but according to our systems there was only 1 item present. We are investigating this currently for you as you have provided your proof of postage therefore we will provide a further update on this order shortly.
Customer Answer
Date: 10/30/2023
Complaint: 20791426
I am rejecting this response because: I was not responsible for the casing damage on the xbox, if it was damaged it happened because of the shipper or mishandling at Decluttr. The **** should have been able to scan as it is listed on your website. Additionally, I should have been paid for the value of the PS4 minus a controller. Also the contents of my order 1553889 is still missing according to emails from customer service despite the order arriving having at Decluttr. In summary I have received NOTHING for what should have been over 400 dollars in value of the items in 2 shipments of items sent to your company. I feel like your company is deceiving me, and I am sorely disappointed with the "service" I have received from Decluttr. I do not accept this response from the business.
Sincerely,
*************************Business Response
Date: 10/30/2023
As advised, any queries relating to the reduced offers which you have accepted should have been raised before you accepted the offers. By Accepting an offer, you are indicating you agree with the reduced valuation provided, and we therefore will process payment at this value.
We do not offer "excellent" or "good" condition valuation for any playstation if it is missing the original controller. Therefore this item was only eligible for "Poor" condition.
We conducted a thorough check of the packaging and there were no signs to indicate the xbox had been damaged in transit, therefore we have reason to believe the xbox was damaged prior to sending.
We are reviewing the missing items from the second order, and will provide a further update shortly.Customer Answer
Date: 10/30/2023
Complaint: 20791426
I am rejecting this response because: I am not disputing it was damaged during shipping, but it was not damaged when it was sent. I have spoken with your *** people into making a claim for this. The items were bubble wrapped, and your company provided the shipping label so the proper handling of my items falls to *** and your company. This does not resolve why my PSVR did not scan into your system when it is not listed on your website, or why I was not paid the value of the PS4Pro minus a controller. The statement I received upon accepting the PS4Pro was that it was damaged, not that it had a 3rd party controller. Also, I have not heard an update on my box of games order 1553889 which arrived but the *** ****** D who emailed me claims they can't find any of my items. I do not accept this response from the company.
Sincerely,
*************************Business Response
Date: 11/02/2023
We are very sorry for any inconvenience, however as advised, any queries relating to the grading offered needed to be raised prior to accepting the offers. As you accepted the reduced offers, the items have been processed and paid for in full.
The items under order 1553889 have been processed and payment was issued on Tuesday. We recommend allowing 3-5 business days for payment to be received.
Customer Answer
Date: 11/02/2023
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. I am not very happy about what happened to my box of consoles but I will accept this response because you found and credited my box of games.
Sincerely,
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