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Business Profile

Electronics Recycling

ReCell.io

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics Recycling.

Important information

  • Customer Complaint:
    BBB has received a recent increase in complaints and customer reviews from consumers stating they get a quote from ReCell.io to purchase their used cell phone and when they attempt to cash the check, the check bounces. BBB has also received complaints and customer reviews stating that the consumer was quoted a specific amount they would be paid for their cell phone, but after they send it in, the company states they are going to pay them less due to the poor condition of the phone (scratches, cracked screen etc.) 

Complaints

This profile includes complaints for ReCell.io's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

ReCell.io has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • ReCell.io

      1201 30th St NW Ste 200A Canton, OH 44709-2985

    • ReCell.io

      PO Box 36582 Canton, OH 44735-6582

    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 0 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/06/2022

      Type:Billing 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.
      On August 28th 2022 I entered into a contract to sell my ****** ** *** *** for an agreed amount of $800.00. reCell sent a shipping label and I shipped it to them on the 31st as agreed.
      September 5th 2022 reCell sends notification they received my phone.
      September 6th 2022 reCell lowered the payout to $740.00 because of scratches found. I accept the reduction.
      September 13th I request an update on my payout. Recell promises to expedite the payment to me.
      September 30th 2022, reCell informs me a check was mailed but would email me PDF images so I could use a mobile deposit service.
      October 5th 2022. I inform recell I have not received anything. reCell does not reply.

      No payment has been received todate.

    • Initial Complaint

      Date:09/28/2022

      Type:Billing 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.
      send them 2 ****** 12 pro max and 13 pro. the business claimed they were heavily scratched upon arrival. accepted their reduced offer and it has been over 7 days without ****** payment when original estimate is 1-3 days.

      Customer Answer

      Date: 10/27/2022

      Better Business Bureau:



      At this time, I have not been contacted by ReCell.io regarding complaint ID *********



      Regards,



      *** *******

      Business Response

      Date: 01/06/2023

        This complaint involves two different orders. On 9/23/2022 customer service received an email from the customer stating that they had not yet received payment for either order. Customer was responded to by email advising them that payments are received within three business days after requote is accepted. Customer reached out again on 9/26/2022 requesting payment. Customer was then notified that our office had been impacted by covid. (The entire payments department was out with covid at the time.) We also advised them that their order info would be forwarded to ADMIN and payment would be processed as a priority. Not only were we still backed up with payments due to the issue we were having with checks being returned, but now our payments department was out of the office.  We sincerely apologize for any inconvenience this may have caused you. Each payment was made on 09/29/22 via ******. ( Please see Attachments.)  Thank you for the opportunity to address this matter with you. Again, we are truly sorry that this affected you. If you have any questions, please contact me.


      Ariel M*****
      Customer Support Specialist
      ReCell.io

      Customer Answer

      Date: 01/06/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      The payment was only processed when the **** was threaded with a blacklist and subsequently an hour later the payment magically arrived. **** business would not recommend them to my worst enemy.

      Regards,



      *** *******

    • Initial Complaint

      Date:09/21/2022

      Type:Billing 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 offered to sell my ***** ****** ** *** *** to this company and was offered 300 plus a bonus of 20 plus an addition 10 dollars they communicated to me in text which i still have that proof as well and every email communication with them also , my phone has been in their possession since September 10th and i have yet to receive payment i was told on the 12th it would be 1-3 business days , still i received nothing i was then told 5-7 business days and i am sitting here still with out payment and just told they submitted my info for payment yesterday and to wait 48 hours now, mind you they told me they sent it over for payment all last week when i asked about my money so someone is not being truthful, i have constantly reached out via text and email and kept records of all, i tried call and got no answer and could not leave a message as it said the memory was full so to this day still they have my property and i don't have my payment

      Business Response

      Date: 01/09/2023

      On 9/16/2022 customer service received an email from the customer requesting an update on payment. Customer was responded to by email advising them that we sent informing them that all payments were delayed. Customer was also informed that we were going to forward their order to ADMIN to speed up their payment. Customer reached back out on 9/19/2022 due to still not receiving their payment.  We then advised customer that our payments department was in fact backed up and that we would reach back out to ADMIN to get update on payment. This payment was made on 9/21/22 via ******. ( Please see Attachment.) Please accept our sincere apologies for the delay. Thank you for the opportunity to address this matter with you. If you have any questions, please contact me.

      Ariel M*****
      Customer Support Specialist
      ReCell.io

    • Initial Complaint

      Date:09/19/2022

      Type:Billing 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.
      “Company” receive phones on 8/31/2022. I still have not received payment. I often sell my old devices to **************** and receive payment within a week. To still not receive payment and it’s going on a month is ridiculous. I trusted the false reviews on the website thinking I’d get similar service as the previous business I normally go through ,unfortunately that has not been the case. I am scared to get this payment and it bounces like all the other checks in others complaints. I would like my devices back immediately or a valid payment.

    • Initial Complaint

      Date:09/12/2022

      Type:Customer Service 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 my cell phone to recell.io it’s been more than 1 month and I they didn’t sent the check for the money promised to me $819. After multiple emails they sent me the PDF of a check which I submitted to the bank but it bounced due to in sufficient funds. I emailed them multiple times and called them also but they are not responding and are just trying to avoid paying me my money. Attached images have my transaction details. I have also attached the letter from the bank indicating the bounced check from recell io

      Business Response

      Date: 01/06/2023

      On 7/19/2022 customer service received an email from the customer requesting an update on payment . We responded to the customer within minutes of receiving the email explaining that orders were behind on being processed. We also notified customer that their order had passed inspection and the order was in queue for payment. During this time, we were having issues with checks being returned as well as covid impacting our office. (Causing our office to fall behind in payments.) But because we were behind in making payments, we asked the customer to allow us 4-7 business days instead of the usual 3 business days. The check was sent out on 7/21/2022,  customer emailed again on 8/16/2022 and stated the did not receive the check by mail. We then offered to send PDF, or send out new check they accepted the PDF option. We later(sometime in September) received a call from the customer stating that the check was returned due to NSF. We offered to rectify the issue by sending the payment by ****** and cover all bank fees as well as ****** fees. Customer chose to accept ******. This order was then forwarded to ADMIN along with the customer's ****** information. We are truly sorry that you were affected by the process and that it was delayed as long as it was. This payment was made via ****** on 10/31/2022.  (Please see attachment.) We truly appreciate the opportunity to address this matter with you. If you have any questions, please contact me. We have attached a screen shot of details that show this payment was made.

      Recell.io

    • Initial Complaint

      Date:09/09/2022

      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 sold my phone to this company and below is a timeline of my order with them:

      • Placed order 8-21-22 and shipped the phone
      • Received confirmation on 8-26-22 that they received the phone
      • Received approval on the condition of the phone on 8-31-22 – was advised payment would be issued within 1-3 business days – which would put the payment to be made by 9-2-22
      • I followed up on 9-6-22 and was told they have COVID in their office and my payment would be delayed. It has now been 2 more days and when I reached out to them, I got the exact same e mail as before. My payment is to be made via *** ***, so it is a simple electronic transaction and should not take long.

      My concern is 2 fold. After seeing how they responded, I searched reviews from them via the *** and ***** *****, which concerns me. It seems they have a recurring issue of payment problems to their customers. I am asking to have my payment of $308 issued to me as they are beyond their advertised payment date. If they do not wish to pay me, I will take the phone back and sell it elsewhere.

      Customer Answer

      Date: 10/27/2022

      [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]



      Better Business Bureau:


      The business paid me after I filed the complaint, but only did so after I did it. 



      Regards,



      ***** *****

    • Initial Complaint

      Date:09/07/2022

      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.
      Mailed my phone to this company in Early July of this year (2022). The phone was inspected and passed for the full quoted amount of $585 USD. The check never came. I reached out to the company and they declared mailing it. After dispute they sent an E-check via email on 08-30-2022. That check bounced and was returned for insufficient funds on 09-06-2022. Pretty sure this website is a scam.

      Customer Answer

      Date: 10/27/2022

      [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      At this time, I have been contacted by ReCell.io regarding complaint ID ********. The issue was fully resolved.



      Regards,



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

    • Initial Complaint

      Date:09/06/2022

      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.
      -Phone trade in August 8, 2022
      -Confirmation that trade in was accepted for a value of $620.00 on August 10, 2022
      -Email confirmation notifying me a check will be mailed within 3-5 business days as of 8/15/2022
      -Received e-check for deposit on August 31, 2022
      -Notified by my bank, ***** Bank, that check is returned due to NSF (non sufficient funds) as of 9/2/2022
      -Called ********** ******** ****, verified the checking account does not have funds to pay the check I received.
      -Called and emailed Recell.io with no response

      Business Response

      Date: 01/06/2023

       On 8/27/2022 customer service received an email from the customer stating that they had not yet received payment. Customer was responded to by email advising them that we sent this check out on 8/15/2022.  Customer was also informed that we were able to send a PDF copy of the check for Mobile Deposit. Customer chose to receive the PDF. Customer service receive another email for customer on 9/02/2022 stating they had called ********** Bank to verify the check and there are insufficient funds for the check and therefore the check could not be deposited. We then offered to make the payment via ****** as a courtesy, even though the check had not been returned as NSF. An apology is no substitute for good service, but I want to offer one on behalf of recell.io. This payment was made on 9/07/22 via ******. ( Please see Attachment.)  Thank you for the opportunity to address this matter with you.  If you have any questions, please contact me.

      Recell.io

    • Initial Complaint

      Date:08/19/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Stemming back to May 10th I sent this company (2) iphones per their instructions. Two checks were supposedly sent to me. After time, only one check was received which was promptly deposited and then bounced. After much silence from them they again responded and said they would email me pdf of the other check which also never occurred. Then much silence again.... I reached out again and they very quickly responded with an "I'm sorry", but then that was it, silence again. So this seems to be how they operate; respond quickly then silence with no resolution. The facts are I am out 2 phones valued by them at $800 and $20 in fees from my bank for their bounced check. I would like either my phones back in the same condition OR the $820 owed to me. Hopefully BBB can help me.

      Customer Answer

      Date: 09/13/2022

      [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      At this time, I have not been contacted by ReCell.io regarding complaint ID *********



      Regards,



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

    • Initial Complaint

      Date:08/10/2022

      Type:Customer Service 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 my phone to this company about a week ago. Was offered $500 for my phone. I accept the offer and they tell me payment will be issued within 1-3 business days. It's on the 4th going on 5th day and I still haven't received payment. I don't get emailed anymore and their voicemail box isn't set up yet

    ReCell.io is NOT a BBB Accredited Business.

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