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:10/21/2024

  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.

  Nothing but delays with this company. I have sent them multiple used electronic items. They continually delay paying out even after repeated apologies and emails back and forth. I asked one item be returned to me and after nearly 2 weeks it still hasn't been shipped out. All they do is continually apologize. I've received payment for one item out of 4 over the course of a month or longer.

  Business Response

  Date: 10/22/2024

  The device was shipped today *********************************************************

• Initial Complaint

  Date:10/20/2024

  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 got an offer to sell my ****** ** *** *** in good condition to them for $686, I shipped it out on 9/27/24 and it was delivered on 9/30/24. The tracking # is **********************.
  
  I sent an email on 10/04/24, and they responded on 10/07/24 that it would take 3 business days to inspect my device. I sent another email asking for an update on 10/10/24 and again today(10/20/24) but haven’t heard anything back.

  Business Response

  Date: 11/13/2024

  Device was mailed back **********************

• Initial Complaint

  Date:10/17/2024

  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 sold this company a phone of mine that was just refurbished by *******. It was basically brand new. I sold them the phone for $600. They emailed me a week later that it was only worth $90. I asked them to return my device and they have had the device for over 2 weeks and failed to return the device.

  Business Response

  Date: 10/18/2024

  Dear customer, please provide your order number so we can check on your return

  Customer Answer

  Date: 11/05/2024

  I asked them to return my phone. They have refused to return it and have essentially stolen my phone from me. I will be reporting it to the local police agency. They refuse to assist and return my property. They are not a business, they are a scam and the general public should be made aware.  I want my phone returned to me.

  Business Response

  Date: 11/18/2024

  We emailed the customer ******* ******* Buyback ID #NY*****Informing him to email a prepaid return label to faciliate the device return. We do not cover return shipping for locked devices.

• Initial Complaint

  Date:10/16/2024

  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.

  10/07/2024
  **** sent for offer of $43.00 for sale to recycle. Received by NYCbuyphone LLC on 10/10/2024. After repeated texts, emails and calls, excuses given and keep being put off about delays. I want my $43.00 or my **** returned.

  Business Response

  Date: 10/17/2024

  This customer sent in an ****** locked device.The customer is demanding payment for a device that is unusable.The customer has provided a passcode; however, the customer expects his device to be processed immediately. When a customer sends in a locked device, we must still restore It. Normally, we can test  a device in 90 seconds.When customer sends in locked devices, It takes 1-2 hours to reset and wipe before testing can be done, and this process is done manually. Our terms and conditions require all devices to be wiped properly prior to being sent in.We have informed customer we will need 2-3 weeks due to high volume. We have over 100 devices we need to go through that were sent in locked. We advised customer if he cannot wait, then he can provide a return label. The best way to avoid this is to properly wipe items before sending them in. It can cause significant delays with your order if you don't.

  Business Response

  Date: 10/18/2024

  The device has been returned.The customer did not properly restore their device which led to significant delays in processing as explained to the customer.

  Customer Answer

  Date: 10/18/2024

  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:10/15/2024

  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 company is a scam. I am just one of the many sitting ducks who have fallen victim to these cybercriminals. The biggest problem for them is that I am a journalist committed to the ethics of my beloved profession, and the biggest part of such commitment is always standing by and for the truth. I can provide you with more information about my case, which is now in the stage of them refusing to send my device back and asking for ´more days to do things right´. I am including some links to victims reporting these artists of the scam. I would appreciate it if you made this public, so the website can´t attract more victims.
  
  *************************************************** 
  *************************************************************************************** *************************************************************** ********** 

  Business Response

  Date: 10/17/2024

  This customer sent in an AT&T locked device worth $20 that barely functions at all. The OLED is broken, and the device is not as described. The customers device was returned.

  Business Response

  Date: 10/18/2024

  9418436208070166721250
  

   

  Device is in transit back to customer and will be delivered on October 21st. This matter is resolved.

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.The phone arrived yesterday and, despite being in worse shape than how I sent it there (as I expected), with the amoled screen even more broken, at least I have my property back. I find it outrageous that I invested $1200 usd in a 2021-model phone for which the screen replacement is about $150 usd and the final price after being refurbished/repaired is about $350 usd, and this subject and his company have the gut to offer $80 usd, then lowball the offer to $20 for a false reason; next, speculate, and finally persuade the customer/victim to give up and lose their property. I wonder what is going to happen with the property of the many other victims whose cases have just gone into impunity.
  
  
  
  Regards,
  
  
  
  Ivan Cortes Murcia
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/10/2024

  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.

  This company buys your phone, you start the process online, they make you an offer depending on the phone condition. They claim they are a fast and serious company.
  
  I sent them my iPhone 14 Pro 512Gb on Sept. 21. The online offer I accepted was $540 + a $10 coupon.
  
  On Oct 3 after their staff checked the phone they lowered the offer to $480 claiming that the phone was "not as described" with heavy usage. I sent them pictures of the phone I took just before shipping it, showing no wear. They never provided any proof of their claims nor a clear guideline of what heavy and normal usage is. I also shipped a screen protector, headphones and a case because, according to their website, it could improve the offer, wich was never even considered.
  
  I tried to negotiate with them, the staff said that they would have to check with management.
  On Oct 7 after several email exchanges I gave up and accepted their offer, they were supposed to make a bank transfer in 24 to 48 hrs, I provided my information.
  
  Today is Oct 10 and they havent pay me out yet, I asked them what happened and now they say their accounts are restricted and cannot make bank transfers, they offered do it through PayPal (with a 4% fee I have to pay) or a check and wait for 10 days to arrive.
  
  ----------------
  
  The phone number I provided is my sister's so please contact me only through email.
  
  Please note that there are several customers with the same complaints, you can check them out on reddit

  Business Response

  Date: 10/28/2024

  Customer was paid via paypal

  Customer Answer

  Date: 10/28/2024

  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:10/08/2024

  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.

  On 9/12/24 I sent my iPhone 11 to sell to NYCphonebuyer.com. They received the phone on 9/14 according to USPS. Several days later I read reviews about the company stating they would lowball on their offer saying the phone was not in the condition I claimed. If you requested the phone back, you would never get it back. They would claim it was lost in the mail. So I decided to accept the low offer to at least get something. They finally made the offer of $70.99 on 9/19. The offer should have been $140 + $10 for giving them my phone number. I accepted the offer for the reason already mentioned. On 9/24 I still had not received payment so I contacted them and got promises of immediate payment. On 10/3 I canceled the sale and requested my phone back. On 10/7 I received $69.85 via PayPal. This company has cheated me out of $80.15. ($140 + 10 - 69.85)

  Business Response

  Date: 10/09/2024

  The customer received his payment as he agreed to. The device cannot be returned. His complaint admits he received the amount he agreed to. Paypal charges fees, and we are not responsible for those fees.

  Customer Answer

  Date: 10/09/2024

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

• Initial Complaint

  Date:10/06/2024

  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.

  They start out with a good offer and then lowball the crap out of you with made up excuses. It is also a very long drawn out process unlike their quick payment claims. It took me over 20 emails over a 2 week period to finally receive an offer $157 under the original quote. It is very much a bait and switch. The phone sent to them was absolutely flawless so they then claim that the earpiece was dirty. The phone was never without a case or screen protector and was used exclusively hands free with AirPods Pro. They tried to claim that the sound was “muffled.” Total Scam…

  Business Response

  Date: 10/11/2024

  Customer device was returned **********************

  Business Response

  Date: 10/11/2024

  Customer device was returned **********************

  Customer Answer

  Date: 10/14/2024

  A returned phone does nothing to rectify the problem.  The items below are from another reviewing website showing how this company does business.  ******* ********* ************ and ****** among others are all showing numerous compalaints on this business for the same reasons I listed.  You can see that ************ has dropped them from their listings and the other descriptions are from other members copied directly from the site.
  
  ************•6d ago•
  Staff Member
  
  
  Thank you for bringing this to our attention, so we can determine the best course of action. NYC Phonebuyer is not currently active in ******'s trade-in program as we review their performance and processes.
  Please dm your account email address and I'll forward it.Another NYC Phone Buyer bad experience (still ongoing and unresolved)! 
  
  They received my Iphone 14 pro max to them on Sep 18. The initial online offer was $640. On Sep 23 they replied me that my phone charging area was heavily scratched and revised the offer to $545. I refused, told them that it was way too low to be considered. I had another offer at $595 so I asked them to send my phone back. Then someone replied that they would check with the management whether they could match it (Sep 25).
  Then a couple days later on Sep 27, their owner Feldon Richards replied and said he would match it and also gave me $10 bonus, which totaled $605. He replied that he already paid me via zelle. I never received his payment of $605. My email address and phone number were correct. I gave it a few days as the transaction may need some time to go through even though in most cases, zelle transactions usually go instantly. Since Sep 28, I asked them to check and the transaction status and any chance if it was still pending, they can cancel and send payment again. They said they need to check with 'accounting department' and as of today Oct 8, I still have not received my payment. They are not avilable to provide status and show me proof of payment and yet my trade status on their website showed 'completed'. This is ridiculous! Never deal with them! I got scammed.Update (Oct 9):
  I am so thankful that ****** promptly jumped in and contacted NYC PhoneBuyer on my behalf.  Today Feldon Richards sent me an email saying that their zelle disabled them from sending payment (again, not sure if this is an excuse to make them looked less guilty!). So they finally sent me a link from dots.dev to get paid.  This was a very frustrating experience and I am glad it is finally over.  To those of you who are still struggling to get paid, good luck!  I was grateful that ****** was able to help when I needed most.  If you have a choice, find some other phone resellers and stay away from NYC PhoneBuyer. 
  
  
  •2d ago•
  They are full of excuses. My flawless iPhone 15 ProMax (never without a screen saver or case from the moment I received it) had an offer of $857 locked in just prior to the iPhone 16 launch. I sent it in the day after I received my new iPhone 16 ProMax (Sept 21). They received it on the 26th at their front desk and then said they did not get the phone until October 4th. I received all of the tracking updates. They then stated that they can't control when they receive the phone from their own drop box. They then proceed to lower their offer to $695 after lowering the condition to "Good." They claim the ear piece was dirty. This phone was perfect. The new lower offer was also based on what they said the new market realities were since the new iPhone had launched. Their "locked" offer was only valid if they agreed with the initial condition listed and if they changed the rating then it would be based on the current prices not pre September 13 prices. I told them to send the phone back and have yet to receive it. They sat on the return for over a week also. They pulled the same stunt with my wife's phone. Please do yourself a favor and STAY AWAY! I also filed a complaint with the BBB and ** ******** ********* ******.
  
  •2d ago•
  •4d ago•
  
  Another bad experience here, they are disputing the condition of my iPhone 13 Pro Max and offered me $315 instead of $468. What a scammy company they are, I wish I had seen this warnings before and never tried to trade my phone in with these guys.

   

   

   

  Customer Answer

  Date: 10/14/2024

  A returned phone does nothing to rectify the problem.  The items below are from another reviewing website showing how this company does business.  ******, r/******, ************ and ****** among others are all showing numerous compalaints on this business for the same reasons I listed.  You can see that ************ has dropped them from their listings and the other descriptions are from other members copied directly from the site.
  
  ************•6d ago•
  Staff Member
  
  
  Thank you for bringing this to our attention, so we can determine the best course of action. NYC Phonebuyer is not currently active in ******'s trade-in program as we review their performance and processes.
  Please dm your account email address and I'll forward it.Another NYC Phone Buyer bad experience (still ongoing and unresolved)! 
  
  They received my ****** ** *** *** to them on Sep 18. The initial online offer was $640. On Sep 23 they replied me that my phone charging area was heavily scratched and revised the offer to $545. I refused, told them that it was way too low to be considered. I had another offer at $595 so I asked them to send my phone back. Then someone replied that they would check with the management whether they could match it (Sep 25).
  Then a couple days later on Sep 27, their owner Feldon R******* replied and said he would match it and also gave me $10 bonus, which totaled $605. He replied that he already paid me via *****. I never received his payment of $605. My email address and phone number were correct. I gave it a few days as the transaction may need some time to go through even though in most cases, ***** transactions usually go instantly. Since Sep 28, I asked them to check and the transaction status and any chance if it was still pending, they can cancel and send payment again. They said they need to check with 'accounting department' and as of today Oct 8, I still have not received my payment. They are not avilable to provide status and show me proof of payment and yet my trade status on their website showed 'completed'. This is ridiculous! Never deal with them! I got scammed.Update (Oct 9):
  I am so thankful that ****** promptly jumped in and contacted NYC PhoneBuyer on my behalf.  Today Feldon R******* sent me an email saying that their ***** disabled them from sending payment (again, not sure if this is an excuse to make them looked less guilty!). So they finally sent me a link from ******** to get paid.  This was a very frustrating experience and I am glad it is finally over.  To those of you who are still struggling to get paid, good luck!  I was grateful that ****** was able to help when I needed most.  If you have a choice, find some other phone resellers and stay away from NYC PhoneBuyer. 
  
  
  •2d ago•
  They are full of excuses. My flawless ****** ** ****** (never without a screen saver or case from the moment I received it) had an offer of $857 locked in just prior to the ****** ** launch. I sent it in the day after I received my new ****** ** ****** (Sept 21). They received it on the 26th at their front desk and then said they did not get the phone until October 4th. I received all of the tracking updates. They then stated that they can't control when they receive the phone from their own drop box. They then proceed to lower their offer to $695 after lowering the condition to "Good." They claim the ear piece was dirty. This phone was perfect. The new lower offer was also based on what they said the new market realities were since the new ****** had launched. Their "locked" offer was only valid if they agreed with the initial condition listed and if they changed the rating then it would be based on the current prices not pre September 13 prices. I told them to send the phone back and have yet to receive it. They sat on the return for over a week also. They pulled the same stunt with my wife's phone. Please do yourself a favor and STAY AWAY! I also filed a complaint with the BBB and NY Attorney General's office.
  
  •2d ago•
  •4d ago•
  
  Another bad experience here, they are disputing the condition of my ****** ** *** *** and offered me $315 instead of $468. What a scammy company they are, I wish I had seen this warnings before and never tried to trade my phone in with these guys.

   

   

   

• Initial Complaint

  Date:10/05/2024

  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 had sent in a device that, after sharing details with NYC Phone Buyer, was estimated to be in 'Good' Condition. I decided to be on the safer side and sent it in in 'Average' condition, as the screen had a normal amount of wear and tear.
  
  I just got the quote from them today (despite my device being delivered last Sunday, and an assurance I would get my quote within a few days of delivery) and they claim the device is only in 'Fair' condition. No evidence has been provided for this, and the updated quote I was given was not for the device in 'Fair' condition. Rather, they are attempting to give me money for 'Faulty' condition!
  
  NYC Phone Buyer, please provide me direct evidence of the condition, and if the device truly falls under 'Fair', give me the actual money for 'Fair' rather than 'Faulty'. You are attempting to scam me.

  Business Response

  Date: 10/30/2024

  Customer device was returned with the above tracking.Customer disagreed with our written explanation as to why the device was not as described. We returned the device because we did not agree with their original evaluation. We will not be purchasing the device from this customer. The customer is welcome to sell the device elsehwere.

• Initial Complaint

  Date:10/02/2024

  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 sold phone to NYC phone buyers along with its case and accessories. This was all done via internet net and mail; you go on their site give them the details of the phone or other electronic and they give you a quote and if you accept they lock in the price and you mail in the phone. I was quoted $381. I locked in the price and shipped everything out, I didn't hear back even after receiving a confirmation from the post office they received it so I emailed them and they said someone's family died in the inspection department sorry for delay. Then I received an email saying the phone was not in the condition I sent it in ,which is impossible unless they damaged it which I have photos of the phone before shipping because I don't trust people for this exact reason,and I put the phone in a bubble pouch then all the accessories with it into a box to ship. So they sent me an off of $240 because it was scratched and other false statements I rejected the offer, but was sent a notice saying thank you for the acceptance of the new offer. I was afraid they would not pay and just keep the phone so I didn't fight them on the new offer but they didn't pay after a few days, so I emailed them and was then told someone family died in the financial department so I informed them i would like an explanation for the discrepancies and that I would be reporting them. They sent an explanation 5 days later with a payment of $204 which was over $100 less then agreed upon. I have read many reviews about them since unfortunately to late for me but this seems to be the company's m.o and should be looked into further.i can provide the emails and photos if you would like

  Business Response

  Date: 10/30/2024

  Customer accepted the offer. When It says "System" It's because the customer hit accept. Even if the customer did It by mistake, that is not on us. The customer is claiming that they declined, but if that were the case, then our internal notes would show It. We have sent the customer payment, and they claimed the funds. Screenshots of offer & payment acceptance are attached.