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:11/10/2024

  Type:Sales and Advertising 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 have been trying to arrange a payment for an iPhone tradein with the business sinced 10/3/24, but have been unsuccessful thus far. Here's a brief summary of the attempts to provide a payment method and to get payment from the business:
  
  - On 10/3/24, I accepted a trade-in offer for my iPhone for $481.99 (payment to be made through Zelle). I was told that Zelle, Apple Cash, and Venmo had a "long queue for payments". They asked if I would accept payment through a physical check or PayPal. I selected physical check.
  
  - I received and deposited a check for $481.99 on 10/15/24. On 10/17/24, my bank reversed the funds/deposite due to "not sufficient funds".
  
  - On 10/23/24, I emailed the business with proof from my bank for the returned check. I was offered physical check, Venmo, Cash App and Paypal (4% fee) as payment methods.
  
  - On 10/24/24, I selected Venmo and provided my account details. On 10/25/24, I received email from NYC Phone Buyer stating "This is noted. I have updated it on our end. We will process payment within 24 hours."
  
  - On 10/31/24, I contacted the business because I had not received the payment in my Venmo account within the stated/promised time frame.
  
  - On 11/1/24, I received a reply from Feldon Richards stating "My apologies for the delay. Due to all of the requests, I am just waiting on my venmo limits to reset. If you can't wait, I have cash app as well as ACH. ACH has no limits." I replied back asking what the expected wait time was. I also provided my Cash App information and stated that I could receive payment on that account if there were no fees.
  
  - I sent another email on 11/5/24 asking which payment method could be for the payment and what the expected time frame was. I am still waiting for a response.
  
  Attached will be a PDF showing the current state of the trade-in order, which shows that payment should be made to my Venmo account.

  Business Response

  Date: 11/18/2024

  This has been paid

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I have confirmed that the business has made a Venmo payment of $471.99 to my account on 11/18/24. However, as agreed upon in the offer confirmation (which was attached to the original submission), the total payout is supposed to be $481.99--an additional $10. I have sent an email to the business on 11/18/24 thanking them for the payment of the $471.99 and have mentioned that an additional $10 had been agreed upon as the final payout amount. Once the business has made the additional payment of $10, I will consider the matter satisfactorily addressed and closed.
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/10/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 October 2nd, 2024 an agent of the company entered into an agreement with me to pay $400 for my ****** ** ***. Since that date I have contacted the company multiple times attempting to arrange payment. On or about October 15th an agent of the company mailed a check for $400 to my address which was deposited upon being received. On October 29th I was notified by my bank that the check was invalid due to the company’s account having insufficient funds to cover the check. I contacted the company by both phone and email that same day and provided proof that your check was invalid. An agent of your company speaking to me over the phone committed to transfer the $400 via ****** so that I would receive it no later than October 30th. Payment was not received by this time. The company owner promised to get back to me no later than close of business November 5th. He did not. I have contacted multiple times since this with no response from the company. As of writing this payment has not been received.
  
  I have provided email communication and a letter from my bank proving the check was bad.

  Business Response

  Date: 11/18/2024

  This was paid via ******

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business did not pay me the full $400 that I would have received via the check that bounced. I am still owed $11.96. I have tried contacting the business multiple times to resolve this issue and they are ignoring me.
  
  Regards,
  
  ******* ****** *** 

• Initial Complaint

  Date:11/08/2024

  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 was selling my old phone devices (3) in total. I was working with a website online that appeared to be a legitimate business. The man took me through the process over several weeks and was giving me several accuses to why he could not pay by my choice of ***** payment, we settled on sending me a check. When the check came, i deposited it into my bank and a few days later the check was returned and money was taken back from my account. Now the man from the company will not return my emails or communications. Appears to be a scam, lost a value over $500 in devices, which I was selling for $132 to him as a phone business.

  Business Response

  Date: 11/18/2024

  Please email us at *************************** My apologies about the check. My assistant drew It on a restricted account. Please share the notice from your bank regarding the bounced check when you email and also let me know how else I can pay.I can do *******, *****, ***. ****** has a 3% fee.*** & ****** are the only ones with no limits.  

• Initial Complaint

  Date:11/07/2024

  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.

  They purchased my used mobile phone for $42.42. The check they sent bounced. I have attached the non-sufficient funds notification from ****** bank.

  Business Response

  Date: 11/13/2024

  We've responded to the customer directly requesting alternative payment methods

• Initial Complaint

  Date:11/06/2024

  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 want to sell an ****** ** to this business and they offer $170. I mailed the ****** to them and the package was delivered on 9/30, but today is 11/6 and I still have not received the payment from them. I tried to email them, but they just keep using different excuses to delay the payment and now they do not respond to my email.

  Business Response

  Date: 11/12/2024

  Customer has been paid

  Customer Answer

  Date: 11/13/2024

  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. 
  
  Regards,
  
  **** ***

• Initial Complaint

  Date:11/06/2024

  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 sent in a iPad mini 6 to Feldon Richards at NYC Phone Buyer on 9/16/24 to sell. The iPad received his office on 9/24/24. They assessed the condition of the iPad and came back with a revised offer of $242. I accepted and they said that they would send a check. The check arrived and after I submitted it to my bank, it bounced. After multiple emails and phone calls there is no response from Feldon Richards or NYC phone buyer. I would like my $242 back.

  Business Response

  Date: 11/12/2024

  My apologies about the check. 

  My assistant drew It on a restricted account. 

  Please share the notice from your bank regarding the bounced check and also let me know how else I can pay.

  I can do Cashapp, Venmo, ACH. Paypal has a 3% fee.

  ACH & Paypal are the only ones with no limits.  

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We were offered $1053.98 for 2 iPhone 14 Pros. We shipped these phones using their label with tracking number **********************. Order number Trade In *******. They received our phones on September 28, 2024. I reached out by email September 30, 2024 to ensure they received the phones, and they said they did.
  
  I received an email on October 3, 2024, offering a lesser amount of $823.98. I accepted this on October 4, 2024.
  
  Payment was to occur the same day, or next day through Apple Pay. I heard nothing, and reached out for an update on October 7, 2024. That same day they responded stating:
  
  “Hello Brett, 
  
  Thank you for reaching out. We currently have a long queue for payments through Zelle, CashApp, Apple Cash and Venmo which may result in longer processing times.
  
  In the meantime, we can offer payment via check or PayPal. Please be aware that PayPal incurs a 4% processing fee, while checks have no fee but will take 7-10 business days to arrive.
  
  Let me know how you’d like to proceed.
  
  Best Regards,
  Jumarie
  Customer Support Specialist”
  
  On October 8, 2024, I agreed to go the mailed paper check route, which they confirmed, and the check was received.
  
  We deposited the check on October 16, 2024, the same day we received it. On October 18, 2024, we were notified by our bank that the check bounced due to insufficient funds. I emailed them this same day.
  
  On October 19, 2024, I received a response requesting proof of the bounced check, which I did that same day. On October 21, 2024, they informed me that a new check was mailed out.
  
  On October 28, 2024, we received the second check, and deposited it.
  
  On October 30, 2024, we notified by our bank that once again the check bounced due to insufficient funds. I called NYC Phone Buyer and left a voicemail, followed by an email, looking for answers. I’ve heard nothing since, and followed up again by email this morning, November 5, 2024, and still have heard nothing.

  Business Response

  Date: 11/12/2024

  Emailed customer regarding complaint

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below and attached.
  
  
  Per the attached, they have reached out and offered to make the payment through several options. I replied and accepted payment via ACH Payment, and showed proof of the bounced check as requested. I have also followed up multiple times over the last several days, and there has been no response or payment.
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/05/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 in my item for sale in September. I've been waiting for payout and sent multiple emails throughout October asking for updates. Company continually said they are working in it and promised payment within 48 hours on 10/22. Followed up again on 10/26 and they are still catching up. No response to further follow ups.

  Business Response

  Date: 11/12/2024

  Customer has mutliple orders with us. Which order is this regarding?

  Customer Answer

  Date: 11/19/2024

  My order number I’m inquiring about is *******. Still haven’t heard from the company since October 26th.  They received my item back in September, two months ago.

• Initial Complaint

  Date:11/01/2024

  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.

  This business advertises buying technology such as mobile phones and tablets from consumers with the promise to pay them for their devices. I filled out an online agreement to sell my pristine ****** *** for close to $400. Per the agreement signed, they were to pay me in 2-3 days. They have had my device for over a month, do not regularly respond to emails and have not paid me. They also will not send my device back to me. According to reviews online, which I unfortunately found too late, this is a common occurrence with this business.

  Business Response

  Date: 11/11/2024

  This was paid.

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising 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.

  On 9/25/24 I submitted my phone for a trade in offer to the nycphonebuyer.com website. Per their provided description, my phone was rated average:
  
  “Fully functional and shows average signs of use such as scratches that do not catch your fingernail when you run across the glass, and/or moderate dings, dents, scuffs, but no cracks.
  
  Must have a clean ESN (no financial balances or blocks).
  Battery health must be at or above 80% and without a Service Battery message.”
  
  For my records I recorded a video of the phone I would be trading in to depict its dings and scuffs on the sides of the phone. I filmed the phone turning on, the screen functioning, and showed there were no scratches or cracks on the screen. I filmed myself packing this phone in case it was damaged during shipping. Please note that the video is 13 minutes long and is too large to be added to this form.
  
  The trade in value offered was $222.99 for average condition. They promised the transaction would be completed upon receipt of the phone. Instead, the company pulled a bait and switch. Once they received my phone, they came up with a false reason to devalue my phone and only offered $68. They claimed that the screen is not allowed to have been replaced, even though this was not mentioned at all in the requirements for an ‘average’ phone. The screen is in perfect functioning condition with no scratches, as stated.
  
  Now that they have my phone in their possession, they are forcing me to accept this greatly reduced offer or pay them more money to send my phone back to me. This appears to be a scam. I tried calling customer service when I received the new offer today, but the representative only repeated the fake claims they had made about the condition of the phone. She told me to email the manager, but it was the same email address that had sent me the new offer and I received no response.

  Business Response

  Date: 11/06/2024

  Customer agreed to terms and conditions, then violated them.

   

  Customer agreed to send in a device with original parts, but sent in a device with non original parts. We've paid for shipping to receive a device with original parts, and the customer declined the offer. We requested the customer to simply purchase a return label in all fairness for wasting our time, and theirs. A reasonable request.

   

  Our terms require all customers that send in devices with fake parts and are dishonest about it to provide prepaid labels for devices to be returned.

  Customer Answer

  Date: 11/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below: 
  
  “On Nov 1, 2024, at 5:39?PM, Feldon Richards <[email protected]> wrote:
  

  It says right here when you check the condition for faulty "Aftermarket" 
  
  
  It is the customers responsibility to check which condition best describes their device, not mine. All I can do is assess It when I receive it and share my findings.
  
  
  There's no bait and switch and nothing misleading about It. Let's pretend for a minute that the aftermarket display wasn't an issue, the phone is still in horrible condition and the frame has severe damage on some parts.
  
  
  Furthermore, how can the device be fully functional without an ORIGINAL APPLE DISPLAY? Which yours does not have. It also does not have Truetone, which is a function that is included with all devices sold by apple now. It even says in the settings "Not a Genuine Display" Apple devices that have non original displays are not fully functional and do not function properly in many cases. And every selection available states the device must be fully functional. Your battery also drains faster due to the aftermarket display, which is not normal. 
  
  
  Either way, this is all covered in our terms and conditions which you agreed to, but probably neglected to read, which isn't my fault. Our terms and conditions clearly state: NYCPHONEBUYER has the option to accept or reject the Product, including without limitation, to reject any Product not conforming to the description you provided to us, any Product modified in such a way that it no longer conforms to the original factory specifications
  
  
  I am not going to get into a debate with you. If you don't like the price, you can let me know how much you need for It. I'd be willing to bump It up at least to "Fair" For you, but I definitely didn't bait and switch you. 
  
  
  Or you can email me a return label and I can send this back, as per the terms that you agreed to. If you insist on It being returned at my expense, I will oblige because the goal is never to make someone feel like their item is held hostage; however, your item will have no insurance, It will be shipped via USPS Ground 3-5 business days, and no signature will be required. If the item is lost, stolen, or damaged in transit, then we cannot be held responsible.
  
  
  I'd rather try to work with you on price, but the choice is yours. I feel I was very thorough in explaining how I came to my conclusions. I don't appreciate you insinuating that I am attempting to scam you because you misunderstood or didn't read something.
  
  
  Best Regards,
  ****** ********
  Founder/CEO”

  I responded that I would accept the ‘fair’ evaluation on 11/2/24 per my email below and received no further correspondence from the owner:

  “Hi ******,
  
  
  The problem is that customers are not checking the condition of their phones from worst to best. Naturally, I checked the requirements from best to worst and stopped when I found the condition that appeared to describe my phone. It is not in my interest to try and rate my phone as anything other than what it is as this is exactly the sort of situation I wouldn’t want to end up in. You are the one in possession of my at the point of evaluation, so of course I would have more to lose if I were trying to game the system. 
  
  
  It didn’t even cross my mind that a replaced screen would not be allowed because a) it was not mentioned in the condition descriptions for anything other than ‘faulty’ and b) with every phone I have ever traded in to a major phone company such as AT&T, I have always done so with a replaced screen and with zero issues. In fact it was these companies that always advised I replace my screen before trading it in in order to get the full value of my phone. 
  
  
  I would highly recommend adding that replaced screens or parts are not acceptable in each of the condition descriptions, apart from faulty, to avoid mix ups like this in the future. I really do not appreciate being blindsided and I believe that adding that information would have prevented this and completely changed how I proceeded. In any case, I guess I would be okay with a ‘fair’ evaluation. 
  
  
  Thanks,
  Tiana”

  At the time of his counter offer, the fair evaluation was $135 as seen in the attached screenshot. They offer an additional $10 promotion for adding your phone number, which I did, also shown in an attached screenshot. Therefore I should be receiving a payment of $145. 
  

  Also of note, I reviewed the terms and conditions and noted that they still do not include that a replaced screen is not allowed in the section titled “Condition Defined for Trade-In and Purchase”. It is only buried in the section about counter offers that they mention once that replaced parts are not allowed. This language should not be buried so deep in the website, it should be readily available for people to see if they really aren’t trying to deceive people into trading in their phones for promises of higher valuations.

  Upon further review, they also state in their terms and conditions that they will return phones at the business’s own cost with insurance up to $100 included. This was not offered to me at any point except in ******’s follow up email on 11/1, in which he refuses to include insurance in return shipping. This business really needs to review their practices and how they contradict their very own terms and conditions.
  

  As I mentioned in my reply email, at this point I will settle for the offer of $145 for a ‘fair’ evaluation + the promotion. 

  Regards,

  Tiana

  
  

  Business Response

  Date: 11/18/2024

  This has been paid

  Customer Answer

  Date: 11/19/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** *******