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:10/02/2023

  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.

  Decluttr is an online business that says they are accredited by the BBB. Their website is www.Decluttr.com. They ask to send devices such as tablets and cell phone in exchange for payment. I sent them my ******* Galaxy on 09/18/2023 in the exchange of payment. In their email they wrote me, they clearly stated: "Well pay the first price we offer or send your item back for FREE!". However, once they received the item I shipped them, they said they will discard it and not ship it back at all. So basically, they stole my ******* Galaxy Tablet worth $700!

  Business Response

  Date: 10/03/2023

  Thanks for reaching out to us.

  I can see you have an order valued at $125.00.

  We do not accept items that are locked to any accounts, and ****** or ******* items cannot be removed from such accounts remotely, therefore if we receive a device such as this and it is locked to an account, we will advise we cannot offer payment. We can dispose of the item, it the customer requests us to do so, or we can return it free of charge to the address on the order. 

  I can see you contacted us in response to the email we sent regarding this, which clearly states "We cant pay for your device but dont *********** hold onto it for you for 28 days. Youll need to let us know whether youd like your device returned back to you, or whether youd like us to recycle your device on your behalf."

  You then requested return of the device, and our **************** Team have therefore requested this. The item is due to be dispatched back to you shortly. 

   

• Initial Complaint

  Date:09/29/2023

  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.

  I have been in chat with Decluttr about a Galaxy watch I sent them which they made an intial offer of 190$ if in approved condition or 160$ if it met the lower quality intake level. It has since been delivered and confirmed by *** on Wednesday 9/27/2023.My order status through Decluttr still shows they have not received it. I have since spoke with multiple support members and they have assured me they have it and its being reviewed.Today Friday 9/29 I called in again and was assured that they fell behind and I would receive an offer by the end of business. I have not. I have documented proof of the chat statements being made as well as a reference number.I attempted to contact their support again today, during their normally operating hours. Once I put in my order number things changed and it said they were closed. This whole ordeal is fraudulent.

  Business Response

  Date: 10/02/2023

  Thank you for reaching out to us regarding the status of your order. I am very sorry for the delay in receiving an update regarding this. 

  From looking into the order, I can see it arrived with us over the weekend, and therefore it has been quality checked and accepted today. 
  This means the order will be completed shortly, and the payment issued for you. 

  I am very sorry once again for the delays surrounding this. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20677301
  
  I am rejecting this response because:
  
  You did not receive the package over the weekend. I have documentation from *** stating it was delivered and received on Wednesday Sept 27th.

  This process needs to be completed today, with an assessment and offer delivered to me by end of business October 2, 2023. To which I can accept payment, and payment must be remitted with 48 hours of acceptance of the payment offer.
  Sincerely,
  
  *******************

  Business Response

  Date: 10/04/2023

  The item on your order had assessment completed on Monday, and was therefore marked for payment. 

  We generally advise allowing 3-5 business days for payment to be received, therefore please allow this timeframe to receive the payment and if it has not arrived after 5 business days, let us know. 

  Customer Answer

  Date: 10/04/2023

   
  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:09/29/2023

  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 was returning an iPhone 11 to Back Market that had a defective battery and Decluttr was going to purchase my iPhone 8plus, I had received 2 different labels for the return process and mistakenly placed the wrong label on my return to Back Market sending the iPhone 11 to Decluttr.I explained in an email what had occurred and was told that the problem would be resolved however, going on 3 weeks nothing has been resolved and my emails have been ignored. They still have the iPhone 11 and my payment of $293.93 with no communication whatsoever.

  Business Response

  Date: 10/02/2023

  We are very sorry to hear of this issue. 

  We cannot locate any correspondence using the email provided, nor any account and would need the email you have been contacting us using so we can look into this further. 

• Initial Complaint

  Date:09/29/2023

  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 back a product to Declutter and they are discounting the condition to poor even though the product is 100% functional. I said the condition was good, not new. Please honor your word. order *******

  Business Response

  Date: 10/02/2023

  Thanks for reaching out to us regarding your order.
  From looking into this, I can see you have described the headphones you are looking to sell to us as "Good" condition. 
  As per our website, this indicates that there are some signs of wear to the item, but the wear is not heavy.
  However, as can be seen within the attached images, the foam inserts on the headphones are coming out, and this is classified as "Heavy wear and tear" and therefore the item would be classed as "poor" condition and we can only offer the reduced price for this item. 
  I am very sorry for any disappointment however this issue exceeds fair wear and tear and is classed as heavy so we will not be revising the price or reviewing this any further. 
  

• Initial Complaint

  Date:09/29/2023

  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.

  My mom, *****************************, and I purchased a iphone for my daughter, ***** in February 2023. The purchase came with a 1 year warranty. In August, part of the screen stopped responding to touch and we couldn't get into the phone as her passcode would not work. I contacted the company via email and after at least 4 emails back and forth, I received a return authorization. We returned the phone for repair or replacement as per their warranty.A week or two later, the phone was returned. There was no email no paperwork inside the box, no phone call and the phone was not fixed. It appeared it had not been touched at all. So I contacted them again to fix the phone. They gave us a run around about how the phone wasn't in my name so they couldn't talk to me about it. It was purchased on my account, payment was made by my mother, the phone was shipped to my daughter. After a lengthly explination and several emails back and forth, they still wouldn't respond to me. I had to have my mother email them. They then gave another return authorization. Once again, the phone was returned for repair. After a couple of weeks, no response to emails, no explinations, the phone was returned to us. But it is still not working correctly. After several emails, my mother called them and they said it was out of warranty (it hasn't been a year) and the warranty was voided. We only got a response with a phone call to them. We have purchased and been satisfied in the past but this is terrible customer service and help.

  Business Response

  Date: 10/02/2023

  Thank you for reaching out, and I am very sorry you have felt the need to make a complaint. 

  When we receive a formal complaint, all previous correspondence with our **************** Team is reviewed, and I can assure you any relevant feedback surrounding the handling of this matter will be provided via management internally. 

  From looking into your order, I can see that you returned the device, reporting faults on the screen. 

  When the device arrived back with us, our returns team found the screen on the device is cracked. 

  Our terms and conditions clearly state that any accidental damage, or faults caused by anything other than normal wear and tear, are not covered by the warranty, and therefore the device is not eligible to be repaired, replaced or refunded under the 12 month warranty we provide.

  The device has been damaged, and the reported fault is on the same section of the device as the damage on the item. 

  As a result, we cannot accept your device back, nor will we be accepting any further return of this. The warranty has been void as you returned the item in a different condition than it was in when it was sold to you, and therefore you are no longer covered for repairs for this order. 

  I am very sorry for any inconvenience or disappointment. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20673398
  
  I am rejecting this response because:  I have the phone in my possession and it is not cracked.  The phone has always had a case on it and a screen protector until part of the screen stopped working.  I am very unsatisfied with this situation.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/02/2023

  The device has been returned to us with a crack across the screen. This was present when we first received the return, and therefore the warranty for this order has been void. 

  We have attached further images of the damage to the device, taken by our team when the return initially arrived. 

   

  As advised, any damage such as this will void your warranty, and therefore this particular order is no longer eligible to be returned under the warranty, The reported fault is with the screen therefore it does appear that the damage caused by dropping or smashing the device has resulted in this fault and we will not be liable for this. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20673398
  
  I am rejecting this response because: No communication regarding this claim whatsoever.  The screen was cracked in the upper corner long before the issue started happening.  The area in the photo that does not work is the number 7 area  I give up, you win you crooks.  I have posted negative reviews everywhere I see your name and no one I know will EVER purchase from you.  Nothing but a bunch of theives.

   

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

• Initial Complaint

  Date:09/27/2023

  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 sent my PlayStation for one terabyte slim Consol along with a madden football game. I sent it via *** with the label they provided me. They received it on Tuesday, September 19 as I followed the tracking. I received an email on Wednesday, September 20 saying they had received my items and if I had not been paid in three business days to contact them. I have done business with them before and never had this sort of issue years ago, but it appears that they are trying to keep my item without payment. I sent a message on Friday, it is now Wednesday, September 27 10:38 AM. Im a disabled adult. I sold this because I needed extra money for my rent. They have my PayPal email address which is the one associated with this complaint. I sent another message on Monday. Nobody responded to me until the early morning hours as I slept on Tuesday, September 26. A person name ***** responded that they had not paid because the madden game was missing. That when they received all my packages they would pay me. I told this person that the game was inside of the box. There was a PlayStation 4 box inside of a brown box. I shipped it in with the game on top of that box. I even wrote it on the packing slip. I told her that if it was not in the box and it must have been stolen. I no longer have my *** sticker for them to investigate if one of them has taken it, because when I received the email that they had received my items, And I went ahead and discarded of the label. I let ***** know that the game would just have to be a loss, and to go ahead and compensate me for my PlayStation 4, which was in good condition, and they did not tell me it wasnt otherwise. They were only giving me about four dollars and some change for the game, but the rest of the $133 That was left minus the game. Im still waiting to be paid for. It says that they can take up to 72 hours to respond back to emails but this is urgent. I need this money now. My rent is not going to wait. I feel like I have been scammed. No one answers the phone. One line never rings, the other one always stays busy. I just wrote another email before this saying that I demand my payment today, and I felt scammed and I feel like this business is a fraud. I have use this businesses for when they first started and it used to run well. I have read through the endless complaints, though in the last two days of people not ever getting paid or getting their items taken and never return. No way to contact. I will not be a victim to this business. Im demanding my payment today. I should have been paid by Friday of last week. Again they do have possession of my PlayStation for slim 1 TB consul with two remotes, one is white one is black. And they have somehow lost the game. I am seeking payment for my consul that they have possession of over a week now.

  Business Response

  Date: 09/28/2023

  We are very sorry that you have felt the need to make a complaint about your order. 

  From looking into this, I can see that the game has not yet been processed, causing a delay in receiving payment for your order. 

  We have 2 separate teams, one who process tech items, such as the console, and another who process media items, such as the game. 

  As the items belong to both different teams, it does appear that there has been a delay in processing the game and passing this over to the relevant team, therefore I have escalated this and completed the order, therefore payment should be received in 2-3 business days. 

  I am truly sorry for any inconvenience surrounding this. 

  Customer Answer

  Date: 09/28/2023

   
  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.
  

  no, I want to make it clear that I have not had an issue with this business in the previous interactions. I have bought several things from them before as well. However, this is the last step when I have done all on my part. Again, they received my item on Tuesday last week, sent me an email to let me know they had on Wednesday last week. When I was not paid in three business days, I contacted the business via email as suggested. So my name ***** responded this week on Tuesday and told me about the game missing. I let her know that I had put it in the box. , And that if it was stolen, could she just go ahead and process my game system. These email said the employees are allowed to take up to 72 hours to respond, which is understandable, but when you are expecting a payment days in advance, an item of yours goes missing, it causes a great deal of stress. I want the business to know that I had already made an associate aware about the game being in the same box and not a separate shipment. That if they did not find it that someone had to have taken it out. It was a PlayStation box inside of the shipping box and the game was inside of the shipping box on top of the PlayStation box.  this morning, I woke up to a response being told I was going to be given an extra payment for the game, and ***** said that would take one business day. My rent is due on Friday. When the first falls on a weekend we pay on a Friday. This is why I sent this when I did. This business usually will get you a payment very quickly. I contacted Better Business Bureau because I feel like had I not , no one wouldve ever told me my game was missing and I never wouldve been paid. It took me reaching out several times to get an answer that the reason it was taking so long was because they couldnt find my game. This wouldve been nice if they wouldve told me that last week, and I couldve told them  it was in the box, not separate and I guess someone has stolen it I appreciate being compensated, and I do hope if Im lucky it will show up sooner than later.

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

• Initial Complaint

  Date:09/22/2023

  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.

  Quote received for selling Decluttr my MacBook *** ****** 2020). I agreed to amount, received a prepaid mailing label from Decluttr, and sent the device to them. Received an email that they had received it. Received a follow-up email saying they could not pay me due to my MacBook *** being "blocked / Barred." I sent three (3) email each 24 hrs apart to inquire as to what this meant. I received no response other than an auto-email stating that they would get back to me within 24 hrs. It has now been three days with no personal response to my inquiry. Today, I called customer service, well within regular business hours, and my call was sent to a queue with an estimated 2 min wait. After about 8 minutes, a prerecorded message informed me my call was outside business hours, which the message quoted as till 5pm eastern time (US). However, it was 3:42pm eastern. I have used their website to request the MacBook *** be returned to me, free of charge, per their policy. I am very concerned that for the better part of a week now, no live contact could be made with customer service.

  Business Response

  Date: 09/25/2023

  Thank you for reaching out to us regarding your order, I am very sorry for the issues you have faced surrounding this.

  From looking into your order, I can see that we received the Macbook as expected, however when our team went to complete the required quality assessment and checks on this device, it was found to have an activation lock present. 
  We do not accept items with activation locks present, and they typically cannot be removed remotely, therefore as a result, we are returning the device to you free of charge. This will be returned to the address on the order. 

  
  I am very sorry for any inconvenience, or delays faced surrounding this however all activation locks must be removed completely before we are able to offer any payment for these items. 

• Initial Complaint

  Date:09/22/2023

  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.

  On September 7th I sent in my product to be verified and purchased but decluttr. The order was updated as received on September 13th. There was an issue with one of the products received that I was notified of in September 13th. Within 10 minutes of receiving the email about said issue I was able to rectify if virtually. As of September 19th I still had not received payment for my product and reached out to the company. I was told that they made a mistake in their end and my product would be reviewed by September 21st. As of today the product still is sitting in a holding pattern and I have yet to hear back from anyone with a status update. There is no working phone number, I have sent multiple emails, and it is impossible to get through to anyone on live chat. I would like my money quoted in the amount of $566 or I would like to have my product returned to me

  Business Response

  Date: 09/25/2023

  Thank you for reaching out to us regarding your order, I am very sorry that you have felt the need to make a complaint regarding this.
  From looking into your order, I can see that the Watch Series 6 that was received under your order was locked to an iCloud account. 
  We are not able to accept items locked to iCloud accounts, and therefore we reached out to request you remove this lock. 
  Once the removal was confirmed, the item needed to be retested manually. 

  I am very sorry for the delay in receiving an update regarding this, however I can see the iCloud has now been removed, and therefore we have processed your order for a total of $560.18, and this has been completed today. 
  Please allow 3-5 business days for payment to be received. 

• Initial Complaint

  Date:09/22/2023

  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.

  This is regarding My Selling Orders Order Number: ******* ******* S22 ULTRA 5G UNLOCKED Total Value: $401.00 My phone was delivered to DECLUTTR in ******* 21 SEPTEMBER 2023 as mentioned in the *** tracking.{Proof of Delivery Dear Customer,This notice serves as proof of delivery for the shipment listed below.Tracking Number 1Z867E8W9096190275 Weight **** LBS Service *** Ground Shipped / Billed On 09/17/2023 Delivered On 09/21/2023 9:48 A.M.Delivered To ********, ** , ** Received By ******}But today 22 SEPTEMBER 2023 I recieved an email from decluttr saying {Dont forget to send your order to make $401}I have already sent the order, please resolve the issue since the phone has been delivered to decluttr, and help with the $401 payment. Attached are images of the shipping receipt and photos of the phone and Device box.

  Business Response

  Date: 09/25/2023

  Thank you for reaching out to us regarding your order.

  The email that you have received is automated, and was sent automatically because the order has not yet been completed on our system. I can see the parcel linking to your order has arrived over the weekend, and is currently being processed, and assessed by our team. We will keep you updated via email regarding the status of this assessment. 

  Customer Answer

  Date: 09/26/2023

   
  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,
  
  AS

• Initial Complaint

  Date:09/19/2023

  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.

  Paid for an unlocked iPhone SE on 9/11/23. The phone that was sent was locked and I didnt know this until I paid $35 activation fee with phone provider. Got a return shipping label from Decluttr virtual assistant. Returned item to *** on 9/15/23. Also, emailed company concerning issue with phone, and requesting a refund. Company simply emailed back that the item was dispatched TO ME on 11/9/23-a date that has not occurred yet. Nor did they acknowledge my concerns.As of 9/19/23, there is no shipping updates. *** said I had to file a claim with Decluttr since they issued the return shipping label. They do not answer phone calls, and do not respond appropriately to emails, apparently. I simply want a refund for order R5925872.

  Business Response

  Date: 09/20/2023

  thank you for reaching out to us, I am very sorry you have felt the need to make a complaint about your return. 

  I have reviewed the correspondence, and can confirm the agent who was handling your query was ** based hence the confusion surrounding the date. They were referring to September 11th. 

  The item has been sent back to us via 1Z867E8W9091074561 with **** but the tracking shows no update, and we cannot issue any refund for this order until it has arrived back with us and been assessed. 
  I am very sorry for the delay however the return will need to arrive and be reviewed before a refund can be issued. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20625143
  
  I am rejecting this response because: Thanks you for the response. However, I returned the item to *** on 9/15/23 using the shipping label provided by Decluttr. If you check *** tracking 1Z867E8W9091074561, there are no tracking updates or shipping progress. I have called *** customer service, and the local *** ********************** from where the item shipped. It is verified it left the store. However, I can not file a claim with *** since Decluttr provided the shipping label. This is now on Decluttr to investigate, or refund my item as the item is lost in shipment, having utilized Decluttrs shipping label. If the item does eventually arrive and a refund issued, then I can close the complaint at that time. Thank you.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/20/2023

  We understand the device has been returned to us using this tracking, but we must allow the required timeframe to pass before we can investigate the whereabouts with the courier.
  If the item does not arrive within their required timeframe, we would need to investigate using the proof of postage receipt, which is provided when the item was sent with UPS. 
  Please provide this to speed up the process in the event we must investigate.

  We must allow a minimum of 10 business days, and today is only the 3rd Business day since the item was sent back to us. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20625143
  
  I am rejecting this response because: receipt attached.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/25/2023

  Thank you for providing the receipt. As advised, we do need to allow the required timeframe to pass before we are able to speak with the courier regarding this. 

  Our Claims Team would then need to a conduct a full investigation, including blocking the device and rendering it useless. 

  Please allow the required timeframe before reaching out to us regarding this.

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20625143
  
  I am rejecting this response because:
  

  10 business days have passed since I shipped the item back to Decluttr via **** Item shipped 9/15/23. The item does appear to be lost. A pic of the shipping receipt is included in prior correspondence. Please refund my money for order R592529872. Phone was sold as unlocked, but was locked.

  tracking: 1Z867E8W0391344870

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