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:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased it on August 26, 2024, the device described was a ******** G54, unlocked for international use. I paid $150.65. I bought the device because I was going on a trip to ************* and needed a device to use as soon as I arrived at my ************** trip was scheduled for September, so I had no way to check the status of the device until I was out of *****************, that is, I only checked that the device turned on because the seller description was ****************** Use Only, Phone Will *** Work With US Carriers".On September 27th when I arrived in ******** and after purchasing a phone number, I found the unpleasant surprise that the device was asking for an unlock code. In other words, it was not unlocked, after contacting the seller he offered me a $50 refund and keep the product or return it for a full refund, but the shipping from ******** to *** was over $70. And receiving a partial refund left me with the same problem, without a phone to communicate at my destination and $50 that did not help me to buy a device or request the unlocking of the device, something that I later found out is not possible because I paid for the unlocked service and the company told me that the device is reported by Tigo Honduras and can not be *********** short, I received a product that was not as described, zero help from the seller and an absurd refund offer where I still didn't get what I paid ****** addition, the seller is a repeat offender as he has a large number of negative reviews for selling blocked equipment in the last month.

  Business Response

  Date: 11/22/2024

  To preface this statement: This sale took place on ****, which has its own Terms of Services which both merchants and buyers agree to.
  
  Buyer purchased one ********* Moto G54 5G 256GB/8GB 6.5" International Unlocked Smartphone - Black" on August 26th, 2024. The order was promptly shipped to the address as provided by ****, a "*******************" in *****, Flordia.  After doing some research, this address appears to be a cargo forwarding company that allows individuals living outside of the ** to make purchases of goods inside the **, and have them exported out of the country.
  
  **** policy states that merchants are responsible for return shipping from the address listed in the order, and not to accept returns from other address/individuals working on behalf of buyers. We could not, nor were we obligated to, purchase return shipping from another country or file any associated customs paperwork.
  
  Complaintant contacted us on September 27th, stating that they had an issue with their order and were not able to use the phone, and that the phone had been reported as stolen or blacklisted. The message was received after business hours, so a response was sent on September 30th. Complaintant was advised to open a return and they would promptly be provided with a prepaid label they can use to send the item back from the shipping address. Complaintant responded, indicating that they had the phone taken outside of the US and return shipping would be expensive, and that they would not be able or willing to send the phone back. Taking into consideration that we are not responsible for return shipping costs associated with any addresses other than the original shipping address, we offered complaintant a partial refund of $50 on their order, which they declined. Contained in their decline response was abusive/agressive language. Per **** policy, merchants are not required to respond to messages in this voice. We reported the complaintant using ****'s internal system, and added them to our "Do Not Contact" list.
  
  After the complaint was received, we took steps to verify the claim. We used the individual serial-like "IMEI" number associated with the phone, captured internally prior to sale, to attempt verification of any lock or stolen status associated with the phone. We were not able to confirm, using any systems available to us, that the phone had been reported or blacklisted by any reporting authority.
  
  We acted in good faith, adhereing to the Terms and Services of the platform on which the sale took place. Buyer took the phone out of the country of their own will and volition. We offered several solutions, which were rejected by the complaintant. We understand that they found our solutions unsatisfactory. Without the phone being returned, we cannot refund the purchase in its entirety. We can increase the partial refund offer to $75 if they would like to keep the order, with the understanding that acceptance of the offer would render the claim resolved and closed, with predjuice.