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Business Profile

Cell Phones

NYC Phone Buyer LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phones.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 85 total complaints in the last 3 years.
  • 82 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 or about 9-27-2024 I sent my phone to NYC Phone Buyer LLC for a negotiated trade in price of about 857 USD. Then around 10-4-2024 they tried to say the screen had a scratch and that they would only pay be half the negotiated price.

    I declined this offer and asked for my phone back. Then they asked me to make them a counteroffer. I countered at 750 and they accepted at 749.99 on 10-11-2024.

    Since then there has been once excuse after another as to why they can’t pay me. First ***** *** account was ‘restricted’, then they said their finance team said they were unable to write checks, next up was ******. I gave them my ****** information on 10-25-2024 and have not hear anything from them since as they have become nonresponsive.

    Business Response

    Date: 11/06/2024

    We need the sellers ****** Email Address to proceed with payment.

    Business Response

    Date: 11/12/2024

    This has been paid via ******

    Customer Answer

    Date: 11/13/2024

    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.
    When the business forced me to use ****** they forced me to take the ****** service charge.  I feel I should be made whole is I never wanted to use ******.  I asked for ***** ***.  They had an excuse for that.  I asked for a Check and they had an excuse for that. only when this business started to look like a scam and I the ONLY option I had was ****** did I accept to use ******.  I never accepted ******s merchants terms of service. the business should pay my service charge.

    Regards,

    ****** ******* 

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Resolved
    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 in an old cell phone (***** ****** ** 128GB) to NYC Phone Buyer after receiving an offer to purchase by them, originally $187. After receiving the phone, October 8th, 2024, they reduced the offer to $103.99. I accepted this offer and it went to payment. I had selected ***** payment when placing my original order. After over a week, October 16th, 2024, I emailed customer service and asked why I had not yet seen the payment. I was told their ***** account was not working properly at the time so they could send me a check. I provided my address information and they mailed the check. I received and subsequently deposited the check on October 28th, 2024. On October 30th, 2024 the deposit was reversed as shown in the attached screenshot from ******* *** ****. This seems like an evident fraud, I would like to receive the amount of the original offer from them as the reduction in offer price seems like it was arbitrary based on the intent to not ever pay

    Business Response

    Date: 11/01/2024

    Please email us so we can remit payment using a method like ACH or *****. A bounced check does not change the value of the item.

     

     

    Business Response

    Date: 12/09/2024

    This was paid just now. Thank you. I was able to find their *****

    Customer Answer

    Date: 12/10/2024

    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:10/30/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    NYC Phone Buyer LLC advertises their business as a place where customers can send in their pre-owned phones and receive cash in exchange for their trade-in. I was referred to them by a website name ******; which is a portal for finding the best trade-in prices from various sellers.
    I sent a device to to NYC Phone Buyer LLC, and tracking showed it arrived at their facility on August 26th, 2024. They've had my device ever since and have not successfully paid for it (they offered $157.56 for it). After offering various payment methods to me and then subsequently providing excuses in follow up emails as to why they couldn't pay me using the methods they offered (*****, ACH bank transfer), they finally mailed me a check. I deposited the check and two days later, my bank reversed the deposit, citing that the issuer's (NYC Phone Buyer) account had insufficient funds to cover the check. I emailed them again about the issued, they replied asking for evidence that the check bounced; for which I supplied in a subsequent email. They have not replied since. I even sent a follow-up email, to no avail (they've gone silent). In effect, they stole my device. I'd like to see any recourse I can, so I've uploaded email exchanges between myself and the company.

    Business Response

    Date: 11/01/2024

    This was paid! Thank you and sorry for the delay. A recent death in the family has caused us to fall behind. We are doing our best to get caught up. We are a small family business. thank you!

    Customer Answer

    Date: 11/01/2024

    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.  I genuinely wish them and their family the strength to get through this terrible time in their lives. Had I only known that this was the reason for the delay, I would have been more than happy to arrange an even further delay. I’m so sorry they’re going through this. 



    Regards,


    ****** ******








  • Initial Complaint

    Date:10/29/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    As of this evening, my phone has been in the possession of NYC Phone Buyers LLC for 32 days. During this time they took 10+ days to evaluate and low ball offer me for my phone. Then I sent them a prepaid label to return my phone, it is now 13 days later and today I cannot even get an email response from them. It has been 2 weeks of excuses about escalating with their shipping department.

    9/20 sent phone to NYC Phone Buyers LLC with offer of $365
    10/9 got significantly lower offer of $93 claiming the phone is defective/password protected
    10/15 sent a prepaid shipping label to return my device
    10/29 still have not sent the phone to me using the USPS pre paid label.

    Order# *******

    Business Response

    Date: 10/30/2024

    Customer sent in a passcode/killswitch locked device. Our processing time is very slow for these. This was explained to the customer. Myself (The owner) had a death in the family. We are a little behind on processing. The return will be shipped out over the next few days when we go through the que of locked devices. We process them in the order they are received.

     

    **** **** **** **** **** ** Is the tracking number.

    Customer Answer

    Date: 10/31/2024

    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 reject their response and now the phone is “crack” based on email I received and that had never been communicated until today. Since this is completely out of my control there is truly nothing that can be done, but this company has a history of this kind of service. It is my fault for not researching enough, but at this pointy opinion is that have destroyed my property and there is no real recourse.



    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]



    Regards,



    ****** *****








  • Initial Complaint

    Date:10/29/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 Sept 19, 2024 we sent them our 2 phones. A ******* ****** *** plus and a *** Ultra. These phones were about 6 months old and we had switched cell providers so these were now extra phones. I have pictures of these phones show no damages or anything being wrong with them. They said they would pay us 1134.00 for them both... They also promised we would get the money within a few days of them receiving the phones. Almost a month later we finally got a response that they were changing their offer to only 638.32... We declined that because these phones are worth way more than that. On October 10th, they supposedly shipped the phones back to us. It is now 18 days later and we still have no phones or money.

    Business Response

    Date: 10/30/2024

    The seller didn't include any order number with the complaint so we are unable to locate them in our seller portal.

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Answered
    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 an ******, the amount to be paid to me was supposed to be $670.99. The business paid me by check because they did not have any other means to pay me. The check was sent out I tried to deposit it but it bounced. I sent them proof and they ask what other payment method, I gave them another option for payment and they have yet to respond.

    Business Response

    Date: 10/30/2024

    This was not intentional. Our bank account was restricted, so a few customers have had this issue. We will reach out to the customer and get him paid.

  • Initial Complaint

    Date:10/25/2024

    Type:Product Issues
    Status:
    Answered
    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 NYC Phonebuyers a new **** and a new ****** for an agreed upon price. I shipped the devices to them, signature required, the package was delivered by *** and signed for by NYC phone buyers. I called to check the status as they are supposed to send your pay out within two days, they received the phones yesterday morning at 10 AM, and they now tell me they seem to have lost my devices. I have told them several times that I either wanted my devices sent back to me or I wanted to be paid to which I got no response. I have heard every excuse in the world today as to why they can’t even look for the phone and **** because they are busy and I am just really upset because they act like they do not even care. I am disabled and dying with cancer and I need my money to pay medical bills. So if the better business bureau can help me, I would surely appreciate it as all I am asking is for what we agreed upon. You have the merchandise now pay for the merchandise. There is no question if you have the merchandise because *** notated delivering it to NYC phone buyers and they have the name of the person that signed for my package.

    Business Response

    Date: 10/28/2024

    This customer generated their own label, and unfortunately It was not handed to us same day It was delivered. We just received them today and will be inspecting them for the customer. We informed the customer that we didn't receive the items right away although they were delivered to our PO box.

  • Initial Complaint

    Date:10/25/2024

    Type:Product Issues
    Status:
    Answered
    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 have been negligent in returning my property to me. They have tried numerous, deceitful ways to keep my property. They finally returned my **** to me, but kept the cover and then denied having it. Finally, they offered an unbelievably lowball offer for the cover.

    See recent emails below.

    Thu 10/24/2024
    From: Feldon R*******

    I was able to get in touch with Feldon and our inspection team. They mentioned that there was no cover like the one you provided to us. In light of this, they would like to know if you have any proof that the cover was sent to us.

    We sincerely apologize for any inconvenience this may have caused. As a gesture of goodwill, we would like to offer you $10 for the issue.

    Best Regards,
    Christine
    Senior Customer Support Specialist

    ---------------------------------

    Thu 10/24/2024
    From: **** *******

    Yes, I did send the cover to you that was included with the ****. That was the exact same cover that I had previously sent pictures of to you. And, I also have sent the description, along with the $53.95 price which I paid for it from Amazon. Ask your team, how they would possibly expect me or anyone else to provide proof that I sent the cover to you, other than all these emails? It was and is THEIR RESPONSIBILITY to document all receipts from myself and any other customers.

    You're going to have to do better than insulting me with just $10 for a $53.95 **** cover.

    I have all emails between us prepared in a document to send to the BBB and the FTC, and to post on social media. Any person with any degree of intelligence will be able to see your company's continued attempts to postpone and deceive me from trying to recover my property. I had told you that I would post all this yesterday, Wednesday, but I've been trying to be patient. I will give you one more day to get this resolved to my satisfaction, or else I begin posting and sending out the documentation tomorrow morning, Friday, 10/25/2024.

    Business Response

    Date: 10/28/2024

    We requested proof that the customer sent in an **** case. This isn't something we buy and It was not listed as part of their trade in. The customer neglected to provide proof. They just shared photos of the case.

    Customer Answer

    Date: 10/29/2024

    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.

    As I explained to them
    in a previous email, "Ask your team, how they would possibly expect me or
    anyone else to provide proof that I sent the cover to you, other than all these
    emails?   It was and is THEIR RESPONSIBILITY to document all receipts
    from myself and any other customers."  Furthermore, they KNOW that I
    sent the **** and the cover as the numerous emails from me repeatedly
    indicated.  In fact, their emails to me ALWAYS included the mention of
    them returning my "ITEMS" (plural) not "Item" (singular) to
    me.  (See new attachment dated 2024-10-29.)  So, they have KNOWN ALL
    ALONG THAT THEY HAD MORE THAN ONE ITEM TO RETURN.  This denial on their
    part to acknowledge my **** cover is just another manifestation of their
    ongoing deceit and manipulative techniques to avoid returning or paying for
    what is rightfully due to me.  They have already offered a lowball amount
    of $10 to settle this matter.  If they would offer me at least $20 to
    reimburse me for their loss, destruction, disposal, or theft of my **** cover,
    then I would be satisfied to end this matter.

    Regards,**** *******

    Business Response

    Date: 10/30/2024

    Our responsibility is to document and monitor what the customer said they were trading in. We did that. We offered the customer $10 for additional accessories they claim to have sent in that were not apart of their order. Customers send in broken or junk extras all the time. We have no record of receiving this. We document extras in the notes section of the customer order. It is possible that they thought they sent It but didn't Or maybe misplaced It. There's no way for us to know outside of checking our notes, and our notes have no record of any extras. 

  • Initial Complaint

    Date:10/24/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 a cell phone buying company that misled me on the value of what they were buying from me,

    i declined their offer upon it being questionable and am struggling to have them return my property.

    please help

    Business Response

    Date: 10/25/2024

    Device being shipped back to customer today. Tracking should update over the weekend. Sorry for the delay.

  • Initial Complaint

    Date:10/23/2024

    Type:Product Issues
    Status:
    Resolved
    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 phone to this company as a trade in. We agreed to a price, $660 which was supposed to be sent via ********. Was told they had a long line of payments and asked if they could send a check.

    They did.

    The check bounced for Non-Sufficient Funds.

    Hello Rick,

    Thank you for your confirmation. We currently have a long queue for payments through *****, *******, ***** **** and ***** which may result in longer processing times.

    In the meantime, we can offer payment via check or ******. Please be aware that ****** 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
    ********************* 1971 Western Ave

    #265

    Albany, NY 12203

    Mon-Fri - 9 AM to 5PM EST


    Pending
    DEPOSITED ITEM RETURNED RETURN ITEM REF# ******** CHK SER# **** DEP REF: ********** CHARGEBACK RTN REASON: NSF 1st TRN: ************ DEPOSITED ITEM RETURNED RETURN ITEM REF# ******** CHK SER# **** DEP REF: ********** CHARGEBACK RTN REASON: NSF 1st TRN: ************

    Business Response

    Date: 11/13/2024

    This was paid via *****

    Customer Answer

    Date: 11/14/2024

    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. It took threats of legal prosecution for passing bad checks to get them to pay.   I was on my way to take the check to the local police as the ***** payment was received.   They are not a reputable company and should be flagged as such.

    Regards,

    ******* ******

NYC Phone Buyer LLC is NOT a BBB Accredited Business.

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