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:10/26/2023

  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.

  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: 10/30/2023

  Thank you for reaching out to us.

  We have been reviewing the details provided regarding your order, and our team have confirmed that the address shown on the proof of postage does not match the address we provide for any orders. As a result, we have not received the item as it has not been sent to the correct address.

  As a result, since the incorrect details were used to send the order, and we did not provide these details, nor have we received the item, no payment will be offered for this order, as it is only insured if our prepaid postage method is used, where we are classified as the "sender" 

• Initial Complaint

  Date:10/17/2023

  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.

  Sent an Apple Watch to them to sell. I have the receipt when it was sent and also the confirmation of delivery. They claim it is lost. They want me to provide them with information that is impossible to provide due to the fact I sent them all that information in the package. There is a name of the person who received the package which I also provided them. They claimed they would look into the matter and get back to me. No resolution as of today. The value to be paid to me is $65

  Business Response

  Date: 10/18/2023

  Thanks for reaching out to us regarding your order. 

  I am very sorry to hear of the issues you have been facing, and from reviewing this, I can see we have not received the item, therefore our ***************** need to conduct the required investigations into this. 

  Our Terms and Conditions do state that in the event an item is not received we would require proof of ownership, as well as confirmation of the **** or Serial Number of the device. This can be retained by contacting the retailer the item was originally bought from, and can be retrieved without having the device in your possession.

  
  As a result, we do make it clear this is required therefore we cannot proceed with the necessary investigations without this information.

  We would recommend contacting the original retailer and then we can look into this once you provide the requested details. 

   

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20741531
  
  I am rejecting this response because:
  This attachment is my receipt from online order as well as ***** care coverage with serial number.
  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2023

  Thank you for your response. 
  
  Our ***************** have reviewed the provided information and confirmed the order is due to be paid in full today. 

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

   

  Customer Answer

  Date: 10/18/2023

   
  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:10/14/2023

  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.

  I sent in my iPhone 14 256gb (Canary Yellow, flawless condition)- to Decluttr. They denied accepting the phone and will not expedite shipping or ensure that I will receive back my original device, and I am financially stuck.They are choosing the slowest shipping available, when I'm needing to sell it to buy groceries.

  Business Response

  Date: 10/17/2023

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

  From looking into this, I can see that the item arrived with us, but was IOS Activation locked. We do not accept items that are IOS activation locked, and therefore we could not offer payment for this device on this occasion.

  As a result, the item is being returned to the address on your order free of charge. We do not offer expedited delivery of items returned in situations such as this, therefore the item has been returned to you under the tracking reference 1Z867E8W0392565988 via UPS. 

• Initial Complaint

  Date:10/13/2023

  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.

  I mailed them my old iphone, they agreed to payment $451.00. They sent me an email saying funds were deposited September 29, 2023. Funds were never received and they have yet to reply to my repeated emails. They stole my property! I want it back, or the money they promised and lied about.THe uploaded image is the email confirmation that they said they paid me. They have not. THe decluter email block me from printing it so i had t ouse Snip it to post the image.

  Business Response

  Date: 10/17/2023

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

  From looking into this, I can see that we issued payment to you, but this failed due to invalid payment details on your account. As a result, we have contacted you directly via email, requesting you update your details, and confirm once this has been done, so we can reprocess the payment for you. 

• Initial Complaint

  Date:10/09/2023

  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 used this company's services once, with no complaints. Since then they have sent me advertising emails almost daily, which my spam filter will not filter out. I have tried contacting them with no success, and their web site states that each email they send has an "unsubscribe" link included. I have never found an unsubscribe link, anywhere. I just want them to stop spamming me!

  Business Response

  Date: 10/10/2023

  I am very sorry to hear you are having some trouble with your email preferences.
  
  Not to worry, I have contacted the relevant department to ensure your email address is removed from the mailing list. Please allow 48 working hours for this to action completely.
  Thank you for your co-operation and apologies for any inconvenience caused.
  

• Initial Complaint

  Date:10/09/2023

  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 sold my I pad to Decluttr and they said they sent the money to my bank account on 9/26/23. I waited 7 business days and the money was never sent to my account. When I contacted them they requested copies of my bank statement as evidence the money was not deposited. I sent them a copy, and they still have not sent my money.

  Business Response

  Date: 10/10/2023

  I am very sorry to hear payment for your order has not been received. We have reviewed the statement provided, and the details do not match the ones you have on your account.

  The initial payment attempt bounced back to us, and therefore you will need to update your details via your account, and we can then reprocess this to the new details for you. 

  Please contact us to inform us once this has been completed.

• Initial Complaint

  Date:10/06/2023

  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 dropped off 3 items at *** and now Decluttr is replying back slowly and slowly daily. The items have been declared lost by ***. I've been going back and forth with Decluttr through email there's been no movement on the current tracking number 1Z867E8W9096886818. I sent them proof of everything even the drop off receipt and the receipts of the items I purchased. They aren't doing good business they aren't even at the stage of investigating of anything. *** already confirmed everything, they declared all 3 lost in transit. They owe me $2154.30 for all those 3 items and that's what I was quoted.I dropped off my iPhone 14 *********** Unlocked, iPad Pro 5 **** (2021) Wi-fi 2TB, and iMac Core i9. I have receipts for each item I purchased. It's REAL DIFFICULT to get a response from these people. I just want the right thing to be done in this case. Also, I have the serial numbers and IMEI numbers for each device iPad Serial: ********** iPad IMEI: 35 ********* 5 iPhone Serial: ********** iPhone IMEI: 35 ****** ****** 3 iMAC Part No. Z0ZX00X84 iMAC Serial: ************ Honestly, frustrated because it's almost two weeks of them playing around with my time and im honestly frustrated.

  Business Response

  Date: 10/09/2023

  Thanks for reaching out to us regarding your order. 

  We have reviewed all of the information provided, and our ***************** have been in contact with you directly, after reviewing the information, we do have reason to revalue the order, and the final calculated valuation is $0.00. Therefore, we will not be offering any payment as the information provided has been reviewed by our *****************, and this decision has been met internally. We cannot provide any specific details for security purposes. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20703834
  
  I am rejecting this response because: This is ********, I sent my items in and now they're claiming it's fraudulently even though I sent the correct documentation. I need my items sent back to me or my money back.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2023

  We are very sorry that you are unhappy with the response provided.

  Unfortunately, after investigating this matter internally, our Claims Investigation has concluded that the evidence provided is not valid, and therefore we will not be issuing any payment, or return of the items, as we have reason to believe they have not been sent to us. 

  We also have located previous orders linked to this claim, which are similar. 

  Our decision in relation to this is final, and we will not be providing any further details for security purposes. 

   

• Initial Complaint

  Date:10/03/2023

  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 9/26/23, I printed a label and dropped my phone off at a *** drop box on **************************************************. My package was never scanned into the *** system and I never heard anything from decluttr. I confirmed with *** that the box is emptied daily. I messaged decluttr and they told me that I would only be reimbursed 150 ******* Pounds when I contracted to sell my iPhone for $820. They are completely unresponsive and not assisting me in anyway up to this point besides telling me that I would be reimbursed ************************************* stolen. I need decluttr to file a claim with *** so that i can be paid for my device. This is outrageous and they are casually not doing anything to assist me up to this point.

  Business Response

  Date: 10/04/2023

  Thanks for reaching out to us regaridng your order. 

  I am very sorry for any confusion. Our customer service team respond to queries for Decluttr, and also musicMagpie, our sister company.

   

  From looking into your order, I can see this appears to have been sent via the tracking 1Z867E8W9094134071 on **** This was marked as delivered today, and will be processed shortly if this has been delivered to our warehouse as expected. Please allow a few days for an update to be provided. 
  

  The ****** claim limit does not apply to Decluttr orders, please disregard this. Feedback will be provided regarding the **************** Handling of this query. 

   

   

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20690355
  
  I am rejecting this response because:
  I had no idea where my order was the entire time it was being shipped, zero communication from the company the entire time, order was rejected immediately with zero explanation despite the phone being virtually brand new and only used for a few months. Send me back my phone immediately. Dont do business with this company. 

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

  Business Response

  Date: 10/06/2023

  I am very sorry for any confusion regarding the rejection of your phone. 
  I can see that the device you sent to us has Bad ESN. This means there are likely outstanding bills due toward the device, and we cannot buy items that are owned by a company with bills remaining on them. 

  As a result, the item has been rejected, and will be returned to the address on the order shortly. 

• Initial Complaint

  Date:10/03/2023

  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 contacted you about this the last week of September. This business responded to my complaint on September 28, 2023 that they would give me my full amount of money which is $133, and Ive only received $4.04 for my madden game, but not the PS4 slim 1 TB Consol, yet, in 2 to 3 business days. Followed by an email by ***** from their company that said it had been expedited basically and it would be one business day. It is now Tuesday, October 3 10:23 AM. The additional $128.98 has never come to my PayPal. I know they have my correct PayPal because they paid me the $4.04 for the madden PlayStation game. They still have not paid me for my PlayStation 4! You have on file where the company said it would be paid in 2 to 3 business days. That was on a Thursday that makes day one. Friday was day two and Monday was day three. Today would be the fourth business day and theres no money in my account! I tried several attempts to contact them, but no one answers the phone as usual it just goes to a busy signal or doesnt ring sometimes. I use the live chat and I sit on hold three different times one time be in 45 minutes and one time being over an hour for it just to say theres no one to talk to you. There is a scroll saying that theyre busy due to the new iPhone release. This is ridiculous! They have had my Consol and game since September 20 on the 28th. I was told finally they would give me my money. This is a business that is supposed to pay you within 24 to 48 hours after receiving your stuff. I excepted their original apology because the company said they would inverse me within the next 2 to 3 business days on the 28th, yet I still have not been. I was emailed that Id be paid in one business day by ****** I want my money today!

  Business Response

  Date: 10/05/2023

  Hello,

  Thank you for reaching out to us regarding your order. 

  
  I can see that there was an issue with the processing of this, as the Game was not processed at the same time as the Console, and therefore this caused a delay in payment of your order. 

  As a result, the game has been paid for separately, and the console will be paid for shortly. 

  I am very sorry for the delays surrounding this, and can assure you that feedback regarding the processing of this order will be escalated internally. 

  Customer Answer

  Date: 10/05/2023

  I finally after 15 days received money today. Due to this I wont use the business anymore, *** hope that when they get back to their quick ******************* and payments we love them for, Ill be back. 
  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:10/03/2023

  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.

  Sold iPhone 14 ********* TB on 9/3/23 for $960 offer. Quote guaranteed for 28 days. Tracking Number: 1Z 867 E8W ************. Item received on 9/27. Spoke with **** via chat on 9/27 to allow 2 business days for processing and quote would be honored, since received in 28 day time frame. Item processed on 10/2 and reduced to $800, because it was no longer in the time frame. Quotes should be honored based on time received, not processing time, as they can delay up to 6 days and reduce price

  Business Response

  Date: 10/03/2023

  Thank you for reaching out to us regarding your order. 

  I can see that you have 2 orders, both placed on 3rd September. 

  Order 1532966 first arrived in our Warehouse on 27th September, within the 28 days we allow for orders, therefore I will be processing an additional payment for the original value to be honoured. 

  Order 1532967 also arrived on 27th September, therefore within the 28 days, however the item was reduced in price due to wear and tear, therefore as you rejected this the item will be returned to you shortly.

  I am very sorry for the confusion and can assure you that feedback will be provided regarding the processing of this. 

  Customer Answer

  Date: 10/03/2023

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