Complaints

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• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in my iphone 12 Pro (256gb), roughly the end of May 2023/beginning of June 2023 for a Motorola Edge Plus (256gb) and $150 cash. Over the next few weeks I had many issues with the phone (messages were not coming through, calls were not coming through, would have to have people call me back numerous times because i couldn't hear them, phone would intermittently go into silent mode, and more. I brought the phone back after having it 2 weeks, and Craig the owner said he couldnt do anything for me as the phone was still on Police hold for 30 days. Jake F***** who works there took a look at it and made some changes in the settings and told me that it should fix the issue (even though I already told him it wouldn't, as I was also familiar with android phones). So I asked Craig (the owner) that if I was still having issues, if I could bring it back once the police hold was up. He told me to deal with the manager Chris G****** when he got back from vacation. Needless to say; I still had the same issues, and the changes in the settings didnt fix the issues. So I came back at the beginning of July and spoke to Chris G****** the manager. He informed me that if I wanted my old phone back that I would have to pay $270 plus the defective phone that I bought from them. Which equates to not a return; but that I had to "buy" back my old phone, for the original trade and the $150; plus an additional $120, because he claimed that they were going to sell my iPhone for $500. They have a 30 day warranty on defective products they sell, and refused to honor it. I just want my $120 back that they overcharged me.

  Business Response

  Date: 07/21/2023

  Tradeland is a Buy Sell Trade, 2nd hand goods store trading in a variety of consumer goods. Customers can sell their items for cash on the spot or receive Store Credit (to be used for in-store purchases) or a combination of each. When Tradeland takes in an item we are required to report the transaction details to the Nashua P.D. and hold the item in stock for 30 day's prior to making available for resale. After the 30 day hold period has elapsed we evaluate, price and display items for sale. Obviously our objective is to obtain a profit from the resale of the items we take in.

  In this case, *****s objective was to trade in his Apple phone to obtain cash, but he still needed to have a lesser value phone to use. Because ***** had previously worked with us and is familiar with our processes we took this into consideration and was generous with our payout to him with an understanding that we would still be able to make a profit in the end when all items are sold. On Saturday 06/10/23 we paid ***** $150 cash and $230 Store Credit ($380 total with an expected resale value of $599, yielding a $220 profit.) We did this largely because the phone he was taking was aging in-stock and we wanted to move it. ***** was considering an offer from another company and we extended ourselves and beat that offer. I wish to note that same company is offering up to $190 for his item today when we paid $380 just over a month ago.

  After a couple weeks ***** notified us that he was experiencing intermittent problems with his phone or phone service. Stating he sometimes wasn't receiving texts or voicemails. We determined the issue was his phone carrier service because we couldn't duplicate the problem. Both myself and our manager, Chris, were texting with ***** throughout.

  We offered to refund ***** full store credit back to exchange for another phone. First we had to allow the 30 day hold period to elapse and then we would price the Apple phone for resale. We had other phones available that would be consistent with his first request on 6/10/23, less expensive and he would avoid out of pocket expense. He requested to obtain his original phone back.

  We understand that circumstances change, people make decisions then change their minds, sometime these choices end up costing money when we expected to try to save money. Simply stated Tradeland was expecting to sell the Apple iPhone for $599.99 having paid $380. Given consideration that ***** was a former employee and understands our Buy/Sell transaction guidelines we discounted the phone to $499.99. The difference out of pocket for him to buy the original Apple phone was $120.00. ($499.99 - $380.00 = $119.99)

  *****, as a customer, engaged Tradelands services to obtain cash last month and was able to do just that. He declined the offer to take a less expensive phone like he did originally and decided to stay with the more expensive Apple phone that he traded in. For that he had to pay the difference. That being said there isn't grounds for a refund.