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Gazelle

Phone: (800) 429-3553 25 Thomson Place, Boston, MA 02210 http://www.gazelle.com

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Description

Gazelle (www.gazelle.com) is the nation’s leading consumer electronics trade-in site, providing an easy, fast and safe way for consumers to get cash for their unwanted devices. Gazelle takes the risk and effort out of selling electronic gadgets online with benefits such as free shipping and packaging and comprehensive identity and data removal.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Gazelle meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Gazelle include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 176 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

176 complaints closed with BBB in last 3 years | 94 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 53
Billing/Collection Issues 8
Delivery Issues 24
Guarantee/Warranty Issues 2
Problems with Product/Service 89
Total Closed Complaints 176

Customer Reviews Summary Read customer reviews

521 Customer Reviews on Gazelle
Customer Experience Total Customer Reviews
Positive Experience 459
Neutral Experience 4
Negative Experience 58
Total Customer Reviews 521

Additional Information

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BBB file opened: April 19, 2007 Business started: 02/01/2004 in MA Business incorporated: 02/11/2004 in MA
Type of Entity

Corporation

Business Management
Ms. Debra Fleig, VP Customer Care Mr. Matthew Curley, Manager of Customer Care
Contact Information
Customer Contact: Mr. Matthew Curley, Manager of Customer Care
Principal: Ms. Debra Fleig, VP Customer Care
Number of Employees

120

Business Category

ONLINE & INTERNET SHOPPING Electronic Shopping (NAICS: 454111)

Hours of Operation
M: 9:00 AM - 8:00 PM
T: 9:00 AM - 8:00 PM
W: 9:00 AM - 8:00 PM
Th: 9:00 AM - 8:00 PM
F: 9:00 AM - 8:00 PM
S: 12:00 PM - 8:00 PM
Su: 12:00 PM - 8:00 PM
Hours are for the availability of our customer service department.
Alternate Business Names
Gazelle, Inc.
Industry Tips
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Customer Review Rating plus BBB Rating Summary

Gazelle has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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Complaint Detail(s)

8/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Sunday, August 3rd I went online at Gazelle.com to sell my iPhone 5c. When I went online I was offered $90 for the phone that was in perfect condition. (NOTE: Before I sent out my phone I had Apple run a dialysis on it and it came out fine. I also checked the phone myself to make sure everything worked properly. The phone ran perfectly fine.) I sent my phone out on Monday, August 4th and they had received it on Wednesday. On Thursday they emailed me stating that the offer was reduced to $35 because the phone "could not make calls". I automatically thought it didn't make sense because earlier this year I sold my iPhone 4S that was in poor condition. (Screen cracked didn't function too well) I got $35 for that phone. I found it hard to believe that a iPhone 5c that was in good condition and functioned very going to earn me $35. I emailed gazelle and explained everything and said that if I could get an explanation for it. I was told that they would take it back in for re-inspection and that it would take 2 days for the repairman to get it back to them. I refused. I have other business that would take my phone for a higher price but I thought gazelle was one I could rely on. I declined the offer and demanded my phone back. They said they would get back to me shorty on my tracking number and shipping information on my returned item. Now it's been 3 days and I haven't gotten an email since. I am getting very impatient as I need my phone back as soon as possible IN THE CONDITION I SENT IT IN, so that I can get it to another business. If I do not receive my phone or shipping information by Wednesday I will be forced to take legal action because there is no reason why it's taking them so long to return my item. If I receive my item and it is not in the condition I sent it in or it isn't my item at all I will take legal action.

Desired Settlement: A desired outcome would be to receive my item as soon as possible. Also for something to actually be done about this issue because apparently this isn't the first time it's happened to someone.

Business Response: Hello Briana,

We are terribly sorry that your device has not been returned yet, we are shipping it out this afternoon via FedEx.

Tracking Number:************

Please allow up to 24 hours for the initial tracking status to update on the FedEx website.

I apologize that we did not clearly explain why your offer was reduced. The device you sent was still locked to your Apple ID which prohibits us from restoring the device, this means we would only be able to use the item for parts. The lock is typically due to having the iCloud still on the device, or the phone being linked to the Find My iPhone app. Both of these need to be disabled before we can restore the phone. IF you are to remove this lock and wish to proceed with selling the device please let us know and we can make sure you receive the best offer possible.

Let us know if you have any more questions, we are here to help.


****



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2014 Problems with Product/Service
8/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my iPhone to gazelle about 3 weeks ago, I was promised compensation quickly like within ten business days. In actuality I have not received a penny for the device I sent for the purpose of selling. I am considering a lawsuit against gazelle for false advertisement if this matter isn't resolved

Desired Settlement: To receive the proper payment for the iPhone 4s that I have sent them

Business Response: The check for this transaction was sent on 7/31. All communication was sent to the email address provided by the customer at the time of sale. That address is
*******@gmail.com. We sent numerous emails to that address requesting action but did not receive any reply. The check is currently in transit and should arrive in 3 to 5 days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent them my iPhone. I was informed that I would receive payment via direct deposit. Now they are telling me it's through PayPal. I don't use PayPal, and did not choose that option for payment. I want the $35.00 that is owed to me.

Desired Settlement: the $35.00 due me. either by check or direct deposit into my account.

Business Response: Gazelle only offers three options for payment. Check, Amazon Gift Card or PayPal. Gazelle has never offered Direct Deposit.

******* ***** (*********@aol.com) selected PayPal has her payment method when creating her transaction with us.

Her payment of $35 was sent on 7/29 to the PayPal address she had requested (*********@aol.com).

The Payment went through successfully, PayPal transaction ID *****************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2014 Problems with Product/Service
6/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got an quote for my Blackberry phone of $ 105.00 and Gazelle mailed me a packing box and also emailed me a postage paid shipping label via The United States Postal Service. When I received the box in the mail, I followed directions and also added bubble wrap to protect the phone during transit. Gazelle received the phone on the 16th of May. Then several days later they email me stating that the screen was cracked and the battery was dead and the phone was damaged. They said they could not pay me the amount of the quote and they wanted to recycle the phone. They also stated in their email that if they did not hear from me by the following day that they would recycle the phone. I immediately email and told them that I put the phone in the shipping container that they provided and packed it the way that their instructions requested. The phone had bubble wrap around it and it said fragile/handle with care on both front and back. The phone had been 100% charged after I deleted all names, addresses, and messages from the phone. The screen was in absolutely brand-new condition because I never cared for the way the phone operated to begin with. I am aware that the US Postal Service has automatic $100.00 insurance on everything that is mailed through their company. I mailed the package from the *****- satellite ***** Post Office located at ******* Avenue and **** Street. My phone was in brand-new condition with no scratches or cracks with the battery fully charged. Any damages happened after the phone left my hands. I have asked Gazelle for the tracking number on the shipping label that they provided for me so that I can file a insurance claim with the Post Office and they will not communicate or release that information to me. I am now stuck. I cannot sell the phone myself because of the damage that happened either in transit or once it was received at Gazelle. I cannot file a complaint for an insurance claim without that information. I cannot sell the phone (if I can ever get it returned) and Gazelle has now said it was a different model that they received then what I mailed. I don't see the Postal Service switching out the phone so my only other thought is that it was switched out by one of their employees.

Desired Settlement: My desired outcome is to be refunded the $100.00 amount that I feel that the phone is worth. I do not want a give gift card. I do not was the extra five dollars of their quote. I am just requesting the $100.00 that my phone is worth (wholesale value). Since they refuse to give me a tracking number to file an insurance claim with the Postal Service, they can file that claim themselves. Please rectify this gross injustice and keep this from happening to anyone else. After seeing their ad on television and hearing it on the radio, I was very excited on the simplicity of getting cash for my phone. Instead now I have nothing. I feel this company is scamming thousands of consumers and their advertising are nothing but lies further and further from the truths. I look forward to getting this resolved as soon as possible. Thank You, ******* ************

Business Response: Hi *******, I looked into your complaint and found the following: We received your box on the 16th as you indicated and inspected it the same day.  We found several discrepancies from the original offer you submitted.  You indicated that you were selling a blackberry ***.  We found that the phone we received was a different model than the *** and in fact in different condition than indicated in the offer you submitted.  We informed you of this on the 16th via email.  With all of our changes in offer we allow you to Accept or Decline our counter offers and will send your phone back free of charge. You declined our offer and we have sent the phone we received back to you. While accidents can happen, our inspection team noted no damage or tampering with your box.  Had this happened we would have routed this to our exceptions team and would have contacted you regarding any problems we would have found.  However as I mentioned nothing odd was noted regarding the box you mailed and your phone was processed normally.   I see you contacted our Customer Care team several times and asked for tracking information to be used to file a USPS claim.  I see as of 5/22 they have provided you with all the USPS tracking information needed to discuss this with the USPS.  Should the post office require any other information from us we will be happy to provide them with our findings. I apologize for any inconvenience and will tell the Customer Service team to be aware that a USPS claim may come in regarding your trade. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold my *******s to ***********, I was quoted a price of 140.00, they payment I received was 95.00. I spoke with customer service/******* and he advised an e-mail was sent, funny I received NO e-mail from them during this process. I checked my SPAM folder NO e-mail, so since no reply to their phantom e-mail they came up with a lower price. When I spoke with ******* I requested my ****** returned and was advised since payment "that I did not agree to" was sent out they could not return the ******. Looking through reviews for ******* this is a pretty common outcome

Desired Settlement: I want my ****** returned or the difference made up to the original price quoted

Business Response: I am sorry you had the experience you described.  I looked into your transaction and here is what I found.  You created an offer to sell us your phone via our website on or about 3/08/2014 for an Unlocked **** 16GB ******..  Since your phone is an **** phone, we state within the offer process that to receive the full amount for an "unlocked" phone you must make sure that your phone is no longer locked to **** carrier and that a price reduction will result if we find the phone is Locked.  You completed your order and sent your phone in.  We received your phone on 3/26 and inspected it the same day - finding that you phone had a location lock to your account on *****'s ******. A message was sent to you on March 27th via the email you used to file this complaint.  We waited until April 22 and checked your phone again and found that the ****** lock had been removed, but your phone was Locked to the **** network.  An email was sent to the same email address on April 23rd notifying you of this result and lowering the original offer as indicated in our offer process.  With all offers we allow customers to Accept or Decline our counter offer.  If they Decline we happily return their item free of charge.  After 7 days if we here nothing from our customers we Auto Accept the offer as it stands and process payment.   Looking at our Customer Service Records I see you had contact with us on 4/22 where this was explained to you and then multiple messages on 5/05  where you notified us of your BBB and FCC complaint.   In addition to the 4 emails we sent notifying you of the change there are an additional three emails giving out general status.  I would be happy to send you dated copies of each.

While the rep you spoke to indicated we could not retrieve your phone due to it being paid out, they should have checked our warehouse.   I have reached out to our warehouse to see if we still have your phone.  Should we have your phone I will be happy to cancel payment and return it to you free of charge as is our normal process when a customer declines our revised offer.

Consumer Response:

As I stated in my complaint I want either the original price offered or the phone sent back.  I will not do business with a company that in my opinion uses bait and switch tactics, I have received not e-mail correspondence what so ever during this whole process.  I do network security for **** and I have no filtering what so ever on any of my e-mail accounts, so I don't buy off on e-mails were sent.

 

 

 

Business Response: As I mentioned on Friday, I checked on your phone and I cannot return it as it has been shipped to our re-processor.  Therefore I will be happy to send you the difference in price.  I would only ask that you do your part and as you agreed in your offer, and  unlock your phone from the **** Network.  The process is easy and **** is happy to help customers whose phones are eligible.

I am sorry you feel that our process is bait and switch.  I have forwarded your comments to our marketing team to improve the offer flow even further to make sure people understand the **** Lock issue.   Since you selected a check in the original offer, I will be sending you a check for $35.  You should expect it in the next 7 - 10 days.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold my item in March, still haven't received payment.

Desired Settlement: Receive the payment I've been waiting on, for over a month.

Business Response: Hi ******, Sorry the processing of your payment has taken so long.  I looked into your transaction and found that you originally chose to have a check sent to you.  It seems that the check was sent in a reasonable time-frame, but it was undeliverable by the post office and was sent back to us.  I see that you requested to be paid via ****** Gift Card.  I also see that you contacted our Customer Service Department on 5/4 and they gave you the code that was also sent to you via the same email used for this complaint.  I believe you have everything you need to go to ****** and claim your money via the Claim code you were sent.. Please let me know if there is anything else I can do. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi Can you send me some cash I Hope you got your Tablet did you get it

Business Response: Hi *********

I see five transactions created for a ******* Tablet in the last three weeks.  I have checked all of them - most recently the transaction you created on 4/13 - only one of the tablet transactions had an item mailed **************  In it we found an unsupported *** Player not a ******* ****** Tablet as agreed to in your offer.  

We sent you four emails to the email address used in this complaint from April 2 to April 11 explaining the change and revision of your offer from  $75 to $0.00 and asked if you would like your item sent back or recycled.  As we didn't hear from you we auto recycled your *** player.   Please see a record of our transactions below.

2014-04-02 11:10 ************** Product changed from Samsung Galaxy Tab 3 10.1 (WiFi) GT-P5210 to Unsupported MP3 Player ******** Gazelle Louisville 2014-04-02 11:12 *************- Inspected Inspection completed ******** Gazelle Louisville
2014-04-02 12:14 ************** Awaiting Confirmation Automated System
2014-04-02 12:14 *************- Model Change; Unsupported modelAutomated System
2014-04-11 03:10 ************** The inventory item for this transaction was packed for shipment.Automated System
2014-04-11 03:10 ************** Accepted auto accepting the offer

As you can see we waited 7 days for you to contact us in order to have your item sent back to you.  Per our service agreement if we do not hear after the 4 attempts we try to contact you and the 7 day waiting period we recycle the equipment that was sent to us.

I apologize for any confusion on this transaction


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had an extra Nexus phone I wished to sell. I take care of my possessions so it was in good condition as it was only used for 3 months. There was in fact a tiny,tiny hairline scratch on the bottom of the phone that did not effect the integrity of the touch screen or phone functionality whatsoever. They didn't want to buy the phone, which was fine except they claimed to have returned my phone back in September of '13. Its now almost April of 2014 and I have yet to receive my phone or even get a return phone call from any of the supervisors Ive spoken to multiple times. No one can answer my questions or give me an answer as to where my phone is.

Desired Settlement: Either deliver my phone or give me the amount you were going to pay me for it

Business Response: Hi *****, I looked into your transaction and here is what I found. You created an offer for an LG Google Nexus on or about 8/21/2013.  We received your phone on 8/29 and inspected it on 9/3 where we determined that the screen did in fact have a crack as you indicated.  We adjusted you offer to $0.  From there we sent you a notice and a request for you to Accept or Decline.  Per our website we do ask if a phone is Broken or Cracked in which you would have been presented with a $0 offer.  Because we have no buyers for LG phones with cracked screens, we do not typically offer money for trades on devices like this. I see you contacted Customer Service where we confirmed our offer and the customer service rep Declined your offer for you and subsequently requested that your phone be shipped back to you.  Your phone was shipped via FedEx on 9/5 via tracking number **********************. Per this tracking Fed Ex recorded a pick up of a package weighing 1/2lb - typical of a cell phone - from our facility and delivered it to your doorstep 09/11/2013 at 1:57PM. Because shipment can be confirmed from Fed Ex, a claim should be filed with them for a missing package.  As I cannot confirm that you have done that I do not know if they have refunded you or not.  Since this it your first trade with us I would be willing to offer $50 for the time you have spent trying to find your phone, but encourage you to follow up with a Fed Ex Claim. Please let me know how you would like to proceed. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I attempted to file a claim with FedEx months ago but I was unable to do so because I am not the shipper. I called Gazelle customer service numerous times and each time a rep tells me they will file the claim and return my call...Im still waiting for a call back or any information as to where my phone is. As for the offer of $50, I reject it. My phone, even with a minor scratch/crack that did not effect the functionality of the phone was worth more than that. I just want my phone back or comparable compensation.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Feb. 9, 2014 is the date of the initial transaction that we agreed upon. I shipped my laptop to Gazelle, a company I've used before, but they did not follow through on the transaction. I have receipts from ***** to indicate Gazelle signed for and receive the package. Gazelle claims the offer expired but that is incorrect; an offer from a year ago expired, but I submitted a new (the current) offer AND it was accepted and I clarified all of that in correspondence. Customer service stated they would investigate and get back to me. That did not happen. They continue to be unresponsive (I've hear nothing more almost three weeks) and in possession of my laptop and I have not been contacted or paid.

Desired Settlement: Box Total: $787.50

Business Response: ** **********

I looked into your transaction and this is what I have found.  ************* and ************ do not correspond to the same transaction.  ************* is for a ******* Pro for an offer created 12/12/2012.  The Packing Slip (PS) number for this transaction is ************* with a tracking number of *************** is still in an initiated state with *** ** meaning it has never shipped to us.

We do not have any transactions for ************ in our records.

If you could share your *** ** Documents with us I will be happy to look into this further.  You have had several transactions with us, but I see only one computer transaction that has never been activated.  You can send any *** ** documentation to me at the Gazelle Boston address  ****  ***** *******

I look forward to hearing from you.

*****


Business Response: Thank you for providing this information as I now understand where your package is.

As indicated in my last communication and by Customer Service, this transaction was created in 2012. As stated on our website and in several emails sent to you at the time,  Transactions are good for 30 days. We send out several reminders and then cancel the transaction.  If you have a separate ** or PS number that you used, please let me know and I will look at those offers.

Looking at your tracking information, the ** and ** you provided, it looks as though you used the original label for this offer and it was shipped to an ****** ** processing facility.  In 2012 we had processing facilities in ****** ***  As of October 2013 we terminated our agreement with this processing vendor, and as of December have no inventory or processing capabilities in this location.

As well, since this offer is well over 30 days old, we cannot honor the original price of this offer as it is well expired.

I will contact the Irving facility to locate your computer.  Once we receive it, I will offer the current offer price for this item of *****

*****

 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ******** 

No, that is not the case as I have explained it.

As the headers in the email quote that I received indicate, the email was generated and received on Sunday, 9 Feb, 2014. 

Perhaps Gazelle's internal system, for whatever reason, tied my second request to the previous request? If so, that would be out of my control. If there is, as you say, some error in the SR or PS number, as the consumer I was not aware of it and was not at any point in the process alerted to such problem, even as FedEx scanned the label and prepared the box for shipping.

I did what any reasonable person would do: exactly what the email from Gazelle asked me to do. 

Regards,

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent in two iPhones. Received email saying phones were missing when they opened the box. exact email: The box delivered arrived empty as no contents were found inside. Furthermore, the box does not exhibit signs of damage nor tampering. If you find this information in error and are absolutely certain that the item(s) was/were enclosed at the time the box was tendered to the courier we can initiate a thorough investigation per the provision of the following information and documentation: 01. A copy of a government-issued photo ID such as a driver's license from the United States. 02. Purchase receipt for each item (noted above) or documentation that indicates that you own the right, title, and interest in all the products. 03. Provision of the Apple Serial Number (plus IMEI) associated with the item(s). 04. As a security and safety measure we strongly suggest that the device(s) be reported as lost/stolen with the former Service Provider. 05. A telephone number where you may be reached. Phones were stolen or "misplaced" by Gazelle as the only places in contact with the boxes were the US Postal Office and Gazelle.

Desired Settlement: I expect an apology and my phones back (untouched and unharmed).

Business Response: We try to make sure we do all we can to make sure the right things happen when something goes wrong.  As you can imagine we receive boxes with wrong items and empty every day.  Sometimes people forget to put phones in boxes, other times they just send an empty box with no intent on selling a phone to us, and still other times things happen along the way.I see you have been in touch with Customer Care.  I see that they did request information from you, and I see that as of 4/3 two checks have been sent out for the full amount of our offers.I am sorry things don't always go as planned, but we want to make sure that we do the right thing and investigate every instance before we come to a conclusion.  As well, we want to make sure that if something had been stolen along the way that your privacy and data were protected by informing you, confirming your identity and making sure we either found your devices or your reported them as lost or stolen.I am glad you received payment and and wish you the best.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle offers to buy cell phones. I submitted my phone on their website and they offered $140, I agreed. I mailed them my cellphone, the box it came in and my cell phone charger. The phone is in excellent condition. When they got the phone they said it wasn't as described, that it was an **** phone and the offer was for an unlocked phone. The offered $80, I declined. They sent me back my phone, but not the box or charger. I called them once and they said I was S.O.L on the box, but the would have a supervisor look into the charger and it would take 3 days. 4 Days later no response from them, I decided to double check their website because after thinking about it for a bit more I was sure I had entered **** phone in the website, when I did , sure enough, A $140 offer for a **** ***** **, when I confronted them about that they said it was a known issue with the website, and they were working on it. Again, they said the would have a supervisor look into the charger and it would take 3 days, that was about 7 days ago, no response.

Desired Settlement: I want them to send me the charger and original box of my ***** **. They admitted to me the website was flawed and I can understand that part, but you cannot just return half the merchandise I sent to you. They made an offer and I delivered, when they backed out of their offer, they owed me my merchandise returned.

Business Response: Hi ********, I am sorry you didn't get your charger back.  I will be happy to get you a charger and cord for your iPhone.  Regarding your box.  While I cannot send you your exact box, we do get boxes everyday and I will have one of my staff look for a newer box, put your charger in it and have it sent back to you.  Per our packing instructions we only ask for your phone and recycle anything else that comes with it at the time of inspection. Regarding your change in offer.  You entered a price or an UNLOCKED **** phone.  It was found that your phone was a LOCKED **** phone, thus the reason for the model change and price adjustment.  With all price adjustments we give customers the ability to Accept or Decline our counter offers.  We often run tests on our site to maximize the usability of how people get offers so sometime our reps can't see what you have experienced.  I will bring this up at our next senior staff meeting as I understand your frustration with out messaging.   If you are willing to call **** and get your phone UNLOCKED I would be happy to offer you your original offer price. Either way, I will have an operations supervisor locate a box and get you a charger and block for your iPhone. I apologize for the inconvenience. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 4 Gazelle received a cell phone I sent to them in exchange for a gift card from Amazon.com. It is now December and I still have no card despite phone calls with them stating I will get my gift card . Now I can't even get a hold of them on the customer care line.

Desired Settlement: Getting what was promised to me

Business Response: We received Ms *****'s item on November 10, 2013 and it was inspection was completed on 12/4/2013.  Because there was no change in condition or functionality, Ms *****'s offer was processed without incident on 12/4.  Ms ***** chose to be paid via Amazon Gift Card.   An Amazon claim code was sent to her on  12/4 at 1:13pm.  According to our records Ms ***** has contacted us 11 times successfully and has not contacted us since 12/3/2013.  Should she need her claim code again, we would be happy to send it to the email indicated in this complaint which is the same as the one indicated in our offers and updates that we have sent to her.Please let us know how we can help.

Sincerely,
*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did in fact put in a request to Gazelle to sell them broken Iphone 5. I shipped it off to them and was then informed by ATT via mail that I needed to ship that phone back to them. I immediately emailed Gazelle and informed them of my situation. ******* (Gazelle employee) assured me that once they recieved the product, it will be sent back and the incident ticket that we just completed would cover me and they would send the product back. Today, I get an email from Gazelle, stating my offer has been accepted and payment processed. I use the chat method and gave ******** my incident number, and Box number to show her that I filed the incident ticket well before they received the producte and why no one bothered to contact me when they received the product. ********, proceeded to tell me there was nothing that could be done because payment was being processed. I asked her why ******* put me through filing an incident ticket if no one was going to bother to look at it anyway. That is there procedure not mine. Should they follow it too? Her lazy attitude and unwillingness to help me in this matter was completely unprofessional. I asked her to give me a phone number that I could call. I called the phone number and the lady said she would get with her supervisor to see what they could do and would contact me by email later this evening. Not more than two minutes later, I get an email saying they could not return the phone. After two minutes, can they honestly say they tried to resolve the problem? This lazy way of doing business and treating the customer with such disregard is unacceptable.

Desired Settlement: I do not want anything monetary. I want my phone back and I will pay for the shipment.

Business Response: Hi ******, I am sorry you did not get complete information on this transaction.   We have your phone, but you had accepted the offer before we could cancel it. Since you selected Paypal, payment is immediately sent.  We needed you to rescind that payment before we could send your phone back.  I have checked with Customer Care and because you had not set up your account yet we were able to catch the payment and cancel it.  Your phone has been sent to you.  Here is the tracking number.  ,Fed Ex ************ I am glad this worked out and wish you the best. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was quoted a price for a phone I was selling the company mailed me a check for a different price when I called they said there was nothing could be done because they had made the check already

Desired Settlement: I would like the difference. I was told 130.00 and only received 85.00

Business Response:

That is an explanation of what happened.  Looking into this further  I read the email we sent, we indicated that we found the model change, but it was not clear that we found that your phone was locked.  For that reason, I am going to pay you out in full by sending another check to you.  Because you sent us a slightly larger phone, I will be sending you $60 instead of $45 as this is what should have happened had you sent us an Unlocked Phone.


I would like to ask that you contact **** and ask them to unlock your original phone, but that is not contingent on this solution.   We do try and be as thorough as possible with our offers, and try to process them as fairly and quickly as possible.  As I mentioned, we found a change in model and that is typically good news.  I apologize that your first experience with us didn't turn out that way, but I am glad I was able to look into it a bit more and get to the root of the problem.


I will be following up with the Call Center Rep you chatted with as I would have liked them to look a bit deeper than they did.  As well, I am going to follow up with our Marketing Department to see why only on reason was placed on your email.



Since you selected to be paid by check, you should recieve a supplemental check within the next 7 business days via USPS.  


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the beginning of February 2014 I sent my iPad 3 into Gazelle. I received a shipping box from the company, and followed every direction to a T. I then gave the box to my postman who scanned it into their system and delivered it to gazelle. The box was received on 2/8/14 by Gazelle. 5 days later, on 2/13/14, I was informed by email that the box was empty, and for them to issue me the money promised I would have to provide the following information: 1. A copy of a government-issued photo ID such as a driver's license from the United States. 2. Purchase receipt for each item (noted above) or documentation that indicates that you own the right, title, and interest in all the products. 3. Provision of the Apple Serial Number (plus IMEI) associated with the item(s). 4. As a security and safety measure we strongly suggest that the device(s) be reported as lost/stolen with the former Service Provider. 5. A telephone number where you may be reached. I contacted the company via live web chat due to the extremely difficult nature of calling them. I was told that this situation happens sometimes, and they were investigating with the USPS. I sent them all of the required information that day 2/13/14. I had still not heard another thing out of the company as of today, 3/8/14, so I web chatted again with Gazelle. I was told that they had never received the information that was required and had to resend it. I did that today, but I am beside myself with how this company treats its customers. My next action is to call the police if I do not hear anything by next week.

Desired Settlement: The amount quoted for the iPad 3 that I sent to their company.

Business Response: Hi ******, I am sorry to hear about the problem you had with your transaction.  Unfortunately many times we do receive boxes either empty, or with items other than what the customers promised to send.  Sometimes spouses take the boxes and ship them out empty, other times they are tampered with on the way to us, and still others are items that are not electronics.  In all cases we try to do our best to figure out what really happened and work with customers to get what they are owed. I checked your records and found the request for information, but as of today, I do not see any reply to the information request in our Incident Tracking system.  Either way, I will go ahead and approve payout of your offer as after reading your chat records and email and I feel confident you tried to send us your phone.  I am just sorry it didn't work out the way we would have liked. With reference to our phone line, you can always locate our number under the "Contact Us" section of our website, Our phones are open from 10 - 6 Monday through Friday. Since you requested a check you should get it within the next 7 days via USPS. Best of Luck *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in my ipad for sale in the original box from apple along with cord and power plug that came with the unit. They changed the value they would buy it from my once they had the item. They returned the item missing the box, cord, and plug. These items came with the item and are required to work the ipad they are telling me they are saying the are accessories. Accessories are extra items you buy

Desired Settlement: I am requesting replacement of the cord and plug or $19 for cord and $29 for plug the replacement cost at *****

Business Response: Hi *****, I looked into your transaction and found that you indicated that you were sending us an iPad Mini in Perfect condition.  We found that there was a cracked screen and presented you a counter offer which you declined.  Typically we keep all of the pieces send with an item in a bubble bag.  Your must have been separated from the main device.  I will have my team set up a replacement and send you a cord and charger. I see you opened an incident with my team on 3/1.  I have escalated this to our Ops team in KY and will have this resolved in the next 24 hrs. I apologize for the inconvenience. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We sent in my daughters cell phone after receiving an offer from Gazelle. We sent in a perfectly functional item in excellent shape in original box. We also sent the phone charger, extra battery, factory phone cover, and SIM card. These were sent with the assumption Gazelle would re-sell the phone. Gazelle received the item and took back the offer claiming it was the wrong model MP3 player when it was actually a cell phone. They offered to send it back or recycle it. As we had purchased this new within 2 months, we asked for it back as we had someone we could sell it to. What we got back is the phone only. Why would they dispose of everything before verifying the acceptance or rejection of their second offer? This is useless without a charger or SIM card, let alone the other items. I contacted customer service and they said they recycled all other items. The lady I spoke with said someone would contact me in 1 to 3 days. I still have heard nothing. I feel totally ripped off and now have a useless cell phone that used to be perfectly fine.

Desired Settlement: I would either like the missing items replaced or reimbursed for the original offer of $47.25. Thank you.

Business Response: Hi xxxxx,

Thanks for letting me know of your experience.  I find it strange that our inspector found that your Samsung mini was an unsupported MP3 player.  If you are willing, I would like have this phone sent to my team to evaluate what went wrong with our process.  If in fact it is an Samsung Mini I will be happy to pay you out at the offer price.

Regarding accessories,  To protect our customers privacy we ask that these are taken out prior to shipping your phone to us.  Upon receipt we immediately destroy all SIM cards to make sure no data is compromised,  As well, as part of our shipping instructions we ask customers to remove any extra accessories as we don't pay extra for them.  When we do receive them they are  recycled.  to your point we should do a better job keeping things together if we do receive them.  I am traveling to our Processing facility in  10 days and will investigate this process with the Operations Lead.

To that end, I do agree something seems strange here, so I would like to get your phone back to see where we might have gone wrong.

Let me know how you are willing to proceed.

xxxxx

Consumer Response:

 

If you are willing to look again at this, I am open to it. I am wondering though if we will be going back and forth again and I will still have a non-working phone.

 

 

 

Business Response: xxxxxx

My goal is to pay you out for the phone you indicated you were sending to Gazelle.  I see my team is working on trying to locate the accessories, and while we do not normally reimburse for SIM cards I will be happy to go so if this doesn't work out.

xxxxxx

Consumer Response:

 

As this situation has not been totally taken care of, I could not say it is accepted yet. And as I was only given a choice to accept or reject, I had to choose reject. I am open to your solution but can not close this until things are completed to our satisfaction. Please let me know how you want to handle this so we can close this soon.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: contract with Gazelle.com was made to send in a cell phone and compensation would be made for the phone. Emails were sent from the company after the phone was sent in the phone was not the same model as discussed and advising that the contract had been changed, there were no replies to the emails because there were issues with the email service, instead of trying to contact by phone to explain the changes in the contract, the company accepted the offer and recycled the phone with the knowledge of the owner and now they refuse to send the compensation or return the phone. I have found the there have been numerous complaints with this company through your website.

Desired Settlement: Either return the phone or send the check for $120.00

Business Response: We do have a transaction under the transaction numbers indicated in this complaint, but the contact information does not match the consumer issuing this complaint.  Regarding our policies  1) We ask that all customers indicate the correct phone that they will be sending to us.  When the incorrect model is received we send multiple emails to the address provided by the client allowing them to Accept or Decline our counter offer.  We keep on record all outbound attempts to contact the customer.   If an offer is  Declined we will ship back a device free of charge.   If a response isn't received over 7 days we will recycle the product.As we keep customer information strictly confidential, I will be happy to look into this further only if the consumer will respond with the credentials attributed to this transaction.  *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Contact information for the transaction is as follows.  ****** *******,  **************@gmail.com.  The complaint was submitted by her mother, which is who I am.  The resolution that we want is that the phone be returned.  If you need further verification from ****** please contact her at  **************@gmail.com or ********@yahoo.com. Thank You

Business Response: Hi ********, Thank you for verifying the account information.  I had one of my Escalation Managers look for your phone in the warehouse.  They found it and will be shipping it back to you and you should receive it in the next 3- 5 days.  As I mentioned, we email counter offers and allow a decline and free shipping back for all items that we lower value on.  We then wait 7 days before we auto accept and recycle the product.  I am sorry this system didn't work out for you, but am happy we can get your phone back to you. All my best  *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I inquired about sending a phone into the site to sell it for a quotes price they had given to me. I never received the box to mail it in to them, and emailed them regarding the delay. They told me to send it once I received the box, which I did. The email address I provided to them was through my personal cellphone, and I began having issues with it and could not access it. After weeks of not receiving my check for my phone, I tried to contact them. I had to speak with someone via on online "chat", and before I could even finish the conversation, they conveniently logged off. I finally researched their phone number and got in contact with a customer service agent that told me my phone was recycled because I didn't respond to their email in time. I explained that I no longer had access to that email account, and he repeatedly told me that there was nothing he could do, my phone was recycled because once you don't respond to an email it becomes an "auto-response", and you have no say anymore. I am finding it hard to understand how if someone is interested in selling their phone, that they would just assume they wouldn't care about it because they didn't respond to an email, so they then have the right to dispose of it. The other issue was that they claimed it did not turn on when they got it and it was in "poor" condition. Again, that's false because we turned the phone on to delete all of our numbers and photos prior to sending it to them, and there was NOTHING wrong with it internally or externally as it was barely used. So now they are saying we will not get any compensation for the phone nor will we receive the phone back. I would have never just sent a phone in for them to "recycle" or end up selling and making money when they aren't giving me a penny. I want either the $43 they agreed on or I want my phone back in perfect working condition. It seems as though no matter who you attempt to speak to there, no one will help you, as I was warned by the customer service agent that the supervisors were unavailable and they wouldn't do anything either because it was "auto-approved" when I didn't respond. Something has to be done because I can't possibly be the only person who has been scammed like this and I don't want anyone else to have this experience in the future.

Desired Settlement: I want the original amount agreed upon sent to me, or I want my phone sent back. If someone doesn't respond to an email but you have their phone number and home address, that is a backup way to contact them and I deserved to be made aware of what they were planning on doing with my phone. Just because I didn't respond to emails that I had no way of accessing doesn't mean that they could not call me via my phone number, or sent me a physical paper letter in the mail to make me aware of what was going on. I don't care what their policies or terms of use are, I agreed to a legitimate business, not to be taken advantage of.

Business Response: Hi ******,

I checked into your transaction and here is what I found.  You submitted an offer for a Blackberry Bold **** manufactured in 2011 for $43 dollars.  Once we received and inspected your item we found that in fact you had sent in a BlackBerry Bold **** - manufactured in 2010 - a model that we do not accept.

I checked our outgoing email server and found that we sent you six total emails from the end of November to January 1st 2014 - three of which were specifically related to the offer adjustment.  We did not receive any information from you regarding your email change until you chatted with our Customer Service Rep on 1/27/2014.  I checked to see if the conversation was abruptly ended and noticed that our rep explained the situation, the asked if there was anything else, then concluded the chat (see the transaction detail below.)

Hi, my name is *********. How may I help you?
*********: <as-html>Hello ******</as-html>
*********: <as-html>Thank you for choosing Gazelle!</as-html>
*********: <as-html>I would be happy to check on the status of your device.</as-html>
*********: <as-html>One moment please while I bring up your account information.</as-html>
*********: <as-html>Can I have the email address associated with your account?</as-html>
****** ******: Hello, the email address is under *********@icloud.com however I had issues with the email on my phone so I have not been able to use it. But that's the one I used when setting up my account. 
*********: <as-html>Thank you, one moment.</as-html>
*********: <as-html>So according to the inspectors notes when they received the device it was originally stated it was a BlackBerry Bold **** (2011) which the inspectors deemed Product changed to BlackBerry Bold **** (2010) also it was sent in under an expired offer and it was deemed in poor condition rather than perfect.  Because of these things the offer for the device went from $43.00 to $0.00 you were sent a notification email regarding this offer change on 12/23/2014 you were sent 2 more following that and as of 1/1/2014 when no action was taken the offer was auto accepted and your device was sent for recycling.</as-html>
*********: <as-html>Is there anything else I can assist you with today?</as-html>
*********: <as-html>Thank you for reaching out to Gazelle! Have a great day.</as-html>
'****** ******' disconnected ('Concluded by Agent').

Our goal at Gazelle is to make transactions as easy and transparent as possible.  With all offers if we make a change we give customers the option to "Accept" or "Decline" our counter offers - allowing free shipping of the item back to the customer if they Decline.  If we do not hear from customers we then responsibly recycle phones we auto accept.

Seeing this is your first time with Gazelle I will be happy to payout your offer of $43 dollars and hope I have explained the situation and our processes more clearly.  Please let me know how you would like to proceed.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an iphone 4 from gazelle ebay store item ************ on 4/4/13. They sent the package with out signature required (paid $243.19) and I never received the package although it said delivered. I contacted FedEx and they said Gazelle would need to file a claim. I contacted Gazzelle and spoke with **** the manager and told me he was going to look into the request. I then receive an email saying that my request for a replacement refund was denied. I contacted Gazelle to follow and the woman for customer was rude and didn't want to help me out. She told me the decision was already made and they could not help me at all. There was no reason given and Gazelle was totally unhelpful when I asked to speak with ****. They would not transfer me to **** and her excuse was he was working remotely. this was her excuse about 3 times when I called and asked to speak with him. The fact that Gazelle would send a item that is over $200 without a required signature is irresponsible and I should not be a victim of their mistake. I bought from Gazelle because they were using FedEx as their courier and I expected to sign for this package. - *** ******

Desired Settlement: I would like a refund for this item since I never received the item.

Business Response: Hi ******, I see that **** was in touch with you regarding your order and he escalated it through our Fed Ex representative who verified that it was delivered to your address.  Unfortunately, **** is no longer here, and I cannot track down your EBAY order number to look into this further.  I have searched using the information you have supplied to us via this complaint, and in our problem tracking system, but those cross references are not pulling up your order. If you could provide your order number, or your EBAY ID I would be happy to look into this again for you. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I NEVER received the phone so it doesnt matter what fedex tracking says. I wouldn't be wasting my time opening up a case with BBB if I received. I have attached a word doc with all the info. I am also including in this email my eBay buyer ID is *******  and gazelle Incident: ************** . I have emails between myself and **** with that incident number so I see no reason why you should not be able to find any order number.

Business Response: Hi ******, I have been working with the several entities involved with your transaction.  (EBAY, PayPal and FedEx)   I have directed Paypal to issue a credit your Paypal account in the amount of -$234.19.  this should appear in your account in the next 24 hrs.   While Gazelle technically fulfilled our obligation, our partnership with FedEx is important, and we need to reasonably stand by any point of failure to our customers whether is be with us or a business partner. Since FedEx was unable to fulfill your request we are happy that we were able to resolve your issue.   I will be taking your advice and lower the requirement for a signature for our items.  This may cause delays in shipping time, but in the long run allow safer transit to our customers.  While FedEx did their job by delivering the box inside your building, it left your package exposed to potential theft.  Normally this would be something that is brought up through FedEx, and thus the reason for **** to refuse a refund. Thank you for bringing this to my attention.  I wish you the best of luck going forward and am glad we could get this worked out for you.

Sincerely,
***** ** ******
Director of Ecommerce and Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 


BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle two iphone's which were received by them on 10/25/13. The item is *************. I received payment in the amount of $80.00 for one of the iphones and the other has yet to be acknowledged. I have called 4 times inquiring about my iphone and it is always the same response, " you should hear something in the next couple of days" or " I'll escalate this to the proper department". Finally, on 11/22/13 I said just send back my phone. I would never do business with this company again. All they give you is a run around and you can't even speak to a live person. I think the BBB should seriously reconsider their rating of this company.

Business Response: Hi *****, I looked at your account and see - up until the last offer - had three successful transactions with us.  I apologize that the last transaction didn't go as well.  With the unprecedented volume of iPhones given their launch we fell behind a bit - this includes sending your phone back once the counter offer was declined.  As well **** has places a requirement to have their phones unlocked by users - as was the case with your last phone.  This added additional delays while it was pending unlock.  I see via our system you have been paid as of the 27th.  2013-11-27 18:14 ************* Paid Payment has been issued for $50 via check. The following SRs were included on this payment: *************.Automated System.  Your check was scanned out of our facility in ****** Washington via USPS.  013-12-03 13:49:10 Mailed USPS First Class 2013-12-03 23:22:17 Location: ******, WA ***** As you are in Florida, it may take up to 7 business days to get from Washington State to Florida. As you have received payments from us in the past, I do not anticipate you having any issues receiving the check, but please let me know if you have any problems. Again, I apologize for the delay in processing your payment. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Firstly, I have only sold 2 iphones to Gazelle (My husband's and mine).  I sent a third phone to Gazelle who said it was not worth anything so they said they would dispose of it for me or send it back, I agreed to let them dispose of it.  The iphone in question is one that Gazelle received Oct. 25th and which is currently in their possession this iphone was never sent back due to an offer being declined.  Secondly, the four times I contacted Gazelle the Live Chat person does nothing except write its being processed. It is now Dec. 9th and still NO CHECK.  

Business Response: Hi *****, So we don't get confused I included all of the transactions and status that we have for you.  If I missed something in my response we should use the "SR numbers" below to make sure we get you paid. ************* (*************) ***** ****** * **** (****) …*****10/25/2013************Paid12/11/2013SystemGazelle **********Select - First check mailed 11/27 cancelled per BBB complaint and Resumitted 12/10 and mailed 12/12 per BBB complaint ************* (*************) ***** ****** * *** (****) …*****10/25/2013************Paid11/07/2013SystemGazelle **********Select Delivered 11/10 ************* (*************) ***** ****** ** **** (******) …*****10/08/2013************Paid10/19/2013SystemGazelle **********Select Delivered 10/25 ************* (*************) ******* ******** ********** …*****10/08/2013************Accepted10/18/2013*******Gazelle **********Select - Recycled by request of customer Here is the USPS tracking number so you can track the updated check  for *************  **** **** **** **** **** **. Please let me know if you need anything else *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I filed a complaint against Gazelle several weeks ago. They finally sent me a check for $50.00 last week and my bank informed me there was no funds so I am out $50.00 and my bank charged me $12.00 because the check from Gazelle was no good.Please investigate them. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my iphone 5 to them with the promise of receiving $200 for the phone. Then they said that phone was report lost or stolen by the carrier, which is true because I lost the phone and 3 weeks later I found it. Then I asked them to send it back to me since is no use to them, but they have refuse to return my phone.

Desired Settlement: I want them to send the phone back to me immediately

Business Response: Hi *****, As part of Gazelles inspection process we check all devices to see if they have been reported lost or stolen.  If reported as such, we need proof of ownership in order to send it back to the customer that sent it to us, as we do not want to send the device back to the person that stole it.  I see you have been in contact with Customer Care.  I will work with the escalation specialist to get your phone back to you - free of charge. Please be aware, that you will not be able to sell your phone anywhere with it reported as lost or stolen as your carrier will have the phone blocked until you tell them otherwise. I apologize this has taken a while, but we want to be extra careful when handling Lost and Stolen items.  I will make sure you have your phone returned with in the next  7 - 10 days. Sincerely, *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent sold my ****** to Gazelle for $195 and it was required to be shipped by 10 Nov 2013; as shown below. Product Name Gazelle ID Offer Amount Expiration A**** ****** ** **** ***** ** ********) *********** $195.00 11/10/2013 I package the phone with accessories in the original box and mailed it on 5 Nov 2013. I used a previous box from Gazelle but placed the ticket in the box. I did not hear from Gazelle until I sent a request for status on 24 Nov 2013 and again on 29 Nov 2013 as I receive no reply. Info below: Customer By Web Form (******* *****) 11/24/2013 02:32 PM Hi I sent back my ****** 4s on 11/5/2013 in box ************* this box had been superseded but I couldn't find it and returned the old box with a note reference box id ************* thanks Question Reference #************* Area Level 1: My Payment Topic Level 1: My Payment Hasn't Arrived Date Created: 11/24/2013 02:32 PM Last Updated: 11/29/2013 10:54 AM Status: Unresolved I received a response from Gazelle Customer Care that they created a ticket on 29 Nov 2013 Gazelle sent an adjustment offer to me on 30 Nov 2013 stating the ****** didn't power on; as shown below; Summary Product Name Gazelle ID Estimated Value Actual Value Status ***** ****** ** **** (****) ************* $195.00 $100.00 Awaiting Confirmation Box ID: ************* I replied to Gazelle on Dec 2, 2013 as follows; From: ******* ***** Sent: Monday, December 02, 2013 9:27 AM To: 'Gazelle.com Customer Care' Subject: RE: payment [Incident: *************] Hi Customer care, so I have been informed that my phone was indeed received but doesn’t power on…. Gazelle failed to give me notice my package arrived, then after I Inquired I get this message, after 20 days you tell me it doesn’t power on and want to drop my price by $100 ! MY phone was pristine, just as I described when I sent it in, if it doesn’t power on then plug it in! You are operating a little shady of late. I will let others know as strongly as I let other know when you operate fairly. Sincerely, you ex-customer Later on 2 Dec 2013 I ran thru Gazelle price model and it offered me $130.00 for my ******. I sent Gazelle Customer Service the following information: So I ran thru your sell back model and found that the 4s is down to $130 flawless. At worst, you tried to cheat me out of my money by not paying me when my phone arrived and at best you lost it for 20 days and now don’t want to pay me what you agreed upon! Shame On 2 Dec 2013 I declined Gazelle offer of $100 and asked for the ****** returned WITHOUT the accessories and the original box. And yes, all it took was to plug it in and it worked perfectly. Gazelle Customer Service made no attempt to address my specific case. All I received was: Thank you for helping us understand what we're doing well and what we can improve. Click here to take this survey. We appreciate your feedback! Gazelle's Customer Care Team As a merchant, I understand timeliness of being fair and resolving honest mistakes. Gazelle "lost" my package. Gazelle acknowledge receipt of my package only after repeated inquiries. Gazelle did not honor their offer and due to the time-sensitive market offered me below market price. Gazelle returned my merchandise without the accessories sent with it. Gazelle Customer Service offered no attention to my circumstances. Gazelle needed to be prodded to acknowledge receipt of my ****** and apparently with the lapsed time offered me about half of what they previously agreed to. Gazelle does not deserve BBB accredited rating.

Desired Settlement: Gazelle should reimburse me the difference between what I can sell my phone for now (without accessories or original box) and their offer of $195.

Business Response: Hi *******, First, I apologize for the delay.  As I am sure you heard from my reps the ****** launch caused unprecedented volume for us and slowed things down quite a bit.  To compensate we hired workers to pick up the slack and some things just didn't work out well.  I too am suspect that an ****** ** wouldn't power up. With the change in offer email, you should of had the opportunity to request a re inspection,  I  will check with our marketing department to see if that changed, but can certainly understand with the time frame your hesitancy to do so anyway. I looked into your transaction and see that you declinde our offer for $100 and your phone has been delivered back to you. 2013-12-02 03:42 ************* Declined ******* ***** 2013-12-06 05:48 ************* Returned Automated System If you would be willing to send your phone back to me directly, I would be happy to offer the $195 offer that we originally presented to you. Let me know how you would like to proceed.

*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  

Business Response: Hi *******, Thank you for your response.  Again, I apologize that this transaction didn’t work out the same as your previous transaction with us.   Looking at our logs I do see that you contacted Customer Care and they did escalate your issue to our processing facility that the wrong box was used and to keep an eye open, so that it could be matched with the original offer.  As you can see it was, and while your phone did not charge for an unknown reason, we did reach out to you as to why we were adjusting the offer.   I see outgoing emails on December 2nd and December 6th and see that you Declined our offer and in fact got your phone returned to you.  As with all of our transactions we agree to make an offer, evaluate that offer, and either pay out the original offer if the functional and cosmetic conditions match, or provide an alternative offer.  When we present alternative offers we give you the ability to ask a question and will provide a re-inspection if our customers feel the inspectors got it wrong, accept the offer, or decline it.  In this instance you declined your offer and got your phone sent back to you.  While it typically takes 15 days from the time you send your device to the time you receive payment, we do not guarantee a turnaround time as various factors can play into a device getting processed.  The ****** *aunch, a device sent in a wrong box, or even sent to the wrong place – we do our best to process phones as quickly as possible. I understand you sold your phone for $120.  Unfortunately, I have no control over what your selling price was and I cannot reimburse you for a phone I do not have.  Doing a quick **** search I find phones of your model selling between $175 to $239.  Had I been able to receive your phone, I would have stuck by my offer of $195. Regarding your accessories - Unfortunately, I was unable to see in any correspondence what accessories you included.  While I might have overlooked the mention of what you sent, our policy regarding accessories is quite clear in several FAQs that we do not require them nor encourage you to send them.  I would be happy to offer you $25 as compensation for the items you didn’t receive back. Again, I apologize this transaction didn't work out they way either of us had hoped.  

Sincerely,  
*****

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. Please add your rejection comments below. 

I will accept the original offer as I have recovered by iphone. Please provide confirmation of the offer and send your shipping box for the iphone to my address provided.

 

Thank you,

Regards,

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

 

 

Business Response: Hi *******,

I will have a box sent out today.  Once we receive your phone, I will process the $195 that day.

Thanks

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gazelle agreed to buy my ipad at a fixed price. Took them two weeks to decide they would not buy at that price. I declined their new offer and its been 8 days and they still have not returned it. How long does it take to look at ship it back? They are holding the unit because I did not accept their lower offer.

Desired Settlement: Ship the IPad back Next Day Air so I can sell it elsewhere or pay me the full $160 today.

Business Response: Sorry for any delays,  I can assure you we are definitely not holding your iPad hostage.    As you experienced, with all offers we make we compare the item sent in to the condition our customer say they were in.  If it doesn't match we send you a counter offer and allow you to Accept or Decline.  I see we sent you an email on the 10th saying it was being processed.  I will check with our processing center to see that they either shipped it out, or get it shipped in the next day.

Again, I apologize for any delay.

Consumer Response:


You admit to not being able to send this back to me for 10 days.  It is still not shipped.   I have now missed an opportunity to sell it elsewhere before Christmas.  I  expect a $163 credit plus interest or will be taking you to arbitration.  


 

 

 

Business Response: I am sorry you didn't get your item back before Christmas.  I see via tracking records from FedX  tracking number ***************  it was picked up at our facility on the 20th and delivered to you home on the 27th.

Unfortunately the condition you indicated as part of your offer did not match the condition our inspectors found the device to be in.  We try our best to handle all transactions within 15 business days. Your transaction actually took 17 business days.  While I would have liked to get your device expedited back to you,  given the time of the year delays in shipping can invariably happen.  

I would be happy to have you send the **** back to me - free of charge - so that I can have it re-inspected and make a counter offer of $130 as it is in working condition, but according to the inspection records has significant scratches on the back.  If in fact that isn't true, I will honor the full price.

Let me know how you would like to proceed.




Consumer Response:



You returned the **** back to me without the case or cables.   Please ship the case and cables back to me so I can sell it elsewhere.     I have no interest in your counter offer or shipping the unit back to me.   You should have just returned it right away with all parts included and this would not have been an issue.  

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently sent in my iPhone to Gazelle and when they received it they said it did not power on and that if I would settle for a lower sale price. The phone work perfectly until the day I sent it. I have phone records of the phone being used up until the hour I sent it to them. I declined there offer and asked them to send it back. I received the phone today and it was damaged and it does not work. The sim card holder was bent and did not fit back in the slot. They were trying to give me a lower price, after weeks of delay also, I want to add. I cannot sell or use the phone anymore now as it was when I sent it to them. I would have to send it out to be repaired now after those damages. I can submit phone records if you would like.

Desired Settlement: I would like the phone to be replaced or reimbursed for another one.

Business Response:
I apologize you had this experience.  I checked your records and see that your item is an iPhone 5.  I find it suspect that an iPhone 5 would not power up unless it was water damaged.   I am guessing that your phone arrived without a charge, was sent to our charging station and was probably not plugged in correctly.

I would like to get your phone sent back directly to me, so I can take a look, but I would be happy to pay you the full amount of your offer.  I see  nothing in our inspection records indicate a broken SIM tray which tells me I need to look at who inspected the phone.

Again I apologize you had this experience, and once I get the phone on my desk I will be happy to process payment.   I will send you a prepaid shipping label once I get confirmation that this is agreeable via the BBB complaint system.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9837325. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

Panagiotis Hanziantoniou

Consumer Response:

 

Again there is no attached Fed Ex label. This is the fourth email. I am forwarding again to BBB.
 
On Jan 2, 2014, at 10:10 AM, *********** ******** **** ************************** wrote:

Thanks for reaching out to Gazelle Customer Care. 

Below is a summary of what you asked us and our response.

If you still need help, just let us know. We're here to help! 






******************* **** ************************** ****** * * ******** ** ***** *********** ************** ******************** **** ************************** ****** * * ******** ** ***** *********** ************** ******************** **** ************************** ****** * * ******** *** ***** ********* ********** ***** ** ***** *********** ******* ******* ******** **** *************** **** ** ****** ******** ** ***** *********** ************** ********** ***** ** * ***** **** *** ******** * *** **** ***** **** *** *** ********* * ***** * *** ***** ********** ************* ***** ******** ** ******** ******* ** ***** **** ********** ************* * ******************* ***** ************************** ****** * * ******** *** ***** ********** ********** ***** ** ***** *********** ******** ******* ******** **** ******** ** *** **** *********** **************
Subject
iPhone received back damaged
Discussion Thread
Response Via Email (Michael) 01/02/2014 10:10 AM
Hello **********,

Sorry for the delayed response.

I have attached a pre-paid FedEx shipping label in which you can return us your damaged phone.

Please let me know if you're able to view the attachment or not.

If you have any other questions feel free to contact me directly at************.

Please let us know if you have any other questions. We're here to help.

******* ******* ******** **** ***************
Keep It Moving
Customer By Email (********** *************) 12/30/2013 04:11 PM
I have forwarded the messages to BBB as they have asked me to, since I have not had a response from you to reopen the complaint.



On Dec 20, 2013, at 3:13 PM,
12/30/2013 03:41 PM
I still have not received the shipping label. This is the 3rd email message.


On Dec 20, 2013, at 3:13 PM
12/26/2013 12:11 PM
There is no attached shipping label. Please send me another one. This is going on 2 months now.


On Dec 20, 2013, at 3:13 PM


Thanks for the response.

We apologize for the delay.

I have attached a pre-paid shipping label to have you ship us back your item.

Please reply to this email if you do not see the attachment.

Please let us know if you have any other questions. We're here to help.



This notification is in regards to your complaint submitted on 12/11/2013 9:28:25 PM against ******** ********* * ******5.

The business has sent BBB a message regarding your complaint. The contents of this message are below or attached.

Message from Business:

** **********,

I apologize you had this experience. I checked your records and see that your item is an iPhone 5. I find it suspect that an iPhone 5 would not power up unless it was water damaged. I am guessing that your phone arrived without a charge, was sent to our charging station and was probably not plugged in correctly.

I would like to get your phone sent back directly to me, so I can take a look, but I would be happy to pay you the full amount of your offer. I see nothing in our inspection records indicate a broken SIM tray which tells me I need to look at who inspected the phone.

Again I apologize you had this experience, and once I get the phone on my desk I will be happy to process payment. I will send you a prepaid shipping label once I get confirmation that this is agreeable via the BBB complaint system.

*****

Please respond to this message within 10 days.

Thank you.
Better Business Bureau
> On Dec 15, 2013, at 10:27 AM, "


Thanks for reaching out to us.

I am very sorry to hear that! I will forward this to a manager, who will look into the issue. You can expect an email response or notification in 3 business days. However, if you do not receive a response by the end of that time frame, please feel free to contact us. We will be happy to provide you with a status update with any new information available.

Please let us know if you have any more questions. We're here to help.

Respectfully,

12/11/2013 09:03 PM
My iPhone was returned to me today in damaged condition. First you said my iPhone did not power up, I charged it and it powered on. Second you sent me back the phone damaged. The sim card holder is bent at the pin hole part. I did not accept your offer because I know the phone works and I have video of me packaging it before I sent it to you and phone records of me using the phone until the last hour I sent it to you. Now I cannot even sell my phone because you damaged it. What will you do about this?
Question Reference #131211-001184
Area Level 1: Gazelle's Evaluation of My Item
Topic Level 1: Change in my Offer Price
Date Created: 12/11/2013 09:03 PM
Last Updated: 01/02/2014 10:10 AM
Status: Solved
[---001:003902:61608---]

Regards,

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

 

 

Business Response: We have tried several times to send an email.  I believe my rep has tried a personal email address to make sure you received it.  Most recent attempt was this morning.  I have verified that there is an attachment on this email.

Please let me know if you do not receive the attachment and we will physically mail it to you.

*****

---------- Forwarded message ----------
***** ******* ******** *********************** ***** **** *** ** **** ** ***** ** ******** ******** ******** ***** *** *************

Hello **********,

We're sorry you haven't been able to retrieve the prepaid shipping label I've attempted sending multiple times. I have gone along and attached another label via my personal email to see if you're able to retrieve it this way. 

Again my apologies for the delay and once you've shipped your item off, I'll be able to track it. Thank you again, and have a good day*********** *****************

Consumer Response:

BBB, 
 
I just received this email from Gazelle. As you can see they are still saying the phone doesn’t work. I have attached a video that I took prior to shipping it back to them of the phone on. I would like you to review this for your records. The phone worked 100% before I shipped it to them. At this point it is not about the money but responsibility.
 
Thank you for your time.
********** *************
 
***** ***** ****** ********************* ******** ** ********** ** **** ***** ***** ******* *** **** ** ******** ** *** *** *************


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

Thank you for your patience as I evaluated your phone.  As I have looked at the phone myself and with other technical staff, I wanted to touch base with you regarding my findings.  

As I mentioned early last week, I received your phone and was to evaluate it after plugging it in, and then perform an inspection to determine if our team made an error during the  inspection process in our Louisville facility.

I have since plugged the phone into two separate chargers to allow it to charge allowing 48 hrs to charge, and in fact it will not take a charge.  I checked to see if it had somehow become water damaged - looking at the water damage sensor - and in fact it has not.  The only determinable reason for an iPhone not to power up under these conditions would be that it had been used and charged to a point where the battery can no longer take a charge.  i/e the battery cycles have reached their limit.

The only assumption I can make is that it did in fact arrive at our facility in the same condition it came to me.  While I think the offer of $110 is fair given the condition of the phone,  I will be happy to meet you half way between the original $210 offer and the offer of $110 and offer to pay you $165 for your phone.

I am sorry I cannot pay you out in full, but as I have encountered the same experience my inspection team encountered and I have no evidence to support that we received the phone in any other functional condition.

I hope this offer is satisfactory to you.  If it is, then I will be happy to arrange payout.  If in fact it is not, I can have your phone shipped back to you.

Let me know your decision.

Sincerely,

***** 

***** ** ******
Director of ECommerce and Customer Care

 

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ON November 14th I originally decided to do business with Gazelle. I sent them my phone, along with my charger. Which I had no idea that was considered an "accessory". After nearly a month of not hearing anything about my phone I decided to have my phone sent back to me. I received an ****** 5c, but it's no longer in working order as I had sent to the company. I got my phone back and it's now useless. For whatever reason i'm being asked for a sim card and sprint does not carry sim cards. So now after a month I have a useless phone with no charger or sim card that I never had to begin with. What ever process Gazelle uses has rendered my phone useless to me.

Desired Settlement: What I would like is the $250 offer that was originally offered to me, In whatever process gazelle used they made my phone inoperable to do anything.

Business Response:

You should have received your power cord and I apologize you didn't.


To protect the privacy of all of our customers we ask customers to remove SIM cards and data wipe all products that they are sending to us. We actually include this in our shipping checklist that you received with your box, and is also included in our help center.  (See below)  As part of our inspection process, we do a data wipe and remove SIM cards customers forgot to take out then destroy them to make sure none of your personal information is passed on to other users.


I will be happy to send you a charger and cord - as these are separated out at the time of inspection - overnight and at obviously no cost to you.  ( I wish they would have put one back in your package, but I can send a new one out ASAP)  


Since we destroy SIM cards upon receipt I cannot return them.  ****** will generally give you a replacement card for free, but to ensure you can get the one you like I would be happy to send you a check for $30 which should more than cover the replacement cost.


Let me know how you would like to proceed.


*****


Here is a link on how to install your SIM card  (although ****** should be able to do that for you)  ****************************************** - and also a copy of the help desk doc referenced above.



How to prepare device to ship to Gazelle


To ensure the fastest possible processing and payment for your device, please review the checklist below before sending your device to Gazelle.Unlock Your Device

Make sure you have turned off any password protection or screen lock on your device so we can test it.Deactivate Service

If your device has cellular service, remove SIM card or deactivate through your carrier and pay the balance of your bill.more infoSave Your Data

Backup your photos and files.  If your device has an SD card, remove it.  We will remove all personal data from the device.Send Just Your Device


Please do not send any extra items that you did not submit online.  We cannot pay you for additional items.Turn Off Device Tracking (i.e. Find My ******)

This feature can lock the phone to your account.  For ***** device, turn it off in the ****** settings menu.  more infoCharge Your Device (optional)

Devices received with at least a partial charge can be processed faster.Ship Before Your Offer Expires

Check the offer expiration date in your email.  Devices shipped after the offer has expired may receive a revised offer.Please note that we do not accept devices that have been reported lost or stolenAre you switching from an ***** device?

Deactivate ******** to ensure you continue to receive messages on your new phone.  Tap Settings, then Messages, and move the ******** slider to OFF.



Here is a copy of our help center doc as well.


How to prepare device to ship to Gazelle

To ensure the fastest possible processing and payment for your device, please review the checklist below before sending your device to Gazelle.Unlock Your Device

Make sure you have turned off any password protection or screen lock on your device so we can test it.Deactivate Service

If your device has cellular service, remove SIM card or deactivate through your carrier and pay the balance of your bill.more infoSave Your Data

Backup your photos and files.  If your device has an SD card, remove it.  We will remove all personal data from the device.Send Just Your Device

Please do not send any extra items that you did not submit online.  We cannot pay you for additional items.Turn Off Device Tracking (i.e. Find My ******)

This feature can lock the phone to your account.  For ***** device, turn it off in the ****** settings menu.  more infoCharge Your Device (optional)

Devices received with at least a partial charge can be processed faster.Ship Before Your Offer Expires

Check the offer expiration date in your email.  Devices shipped after the offer has expired may receive a revised offer.Please note that we do not accept devices that have been reported lost or stolenAre you switching from an ***** device?

Deactivate ******** to ensure you continue to receive messages on your new phone.  Tap Settings, then Messages, and move the ******** slider to OFF.

Consumer Response:

Thank you for the effort to resolve this matter. I do accept this solution, and will be happy to close this complaint after the charger and check is received.

Regards,

 

 

 

Business Response:
I will get both processed today.

Please allow 5 - 7 days for USPS to delver the check

Consumer Response:

 

I received the check for the SIM card and I thank you for getting that in a timely manner, however I still have not received the charger.
Regards,

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i sent gazelle merchandise to sell them.I sent them 2 iphone 5s and 1 iphone 5 an imac and a mac book air.First they for some reason have decided that i sent them 2 iphone 5 and one iphone 5.They decided not to even contact me and say they had a mix up or what ever the issues were they just paid me less.Then they also decided to pay me the lower of the two offer's given for the iphone5s witch they should not have done either they should have paid me the 450.00 of the first order and canceled the second after they made the mix up i still don't know where my phone is they say i have to give them MEID # to prove my phone witch i don't have and can't get because i don't have the device and at&T say's they can't give them to me.The second thing i sent them a perfect imac with no damage.i only used the computer twice and it sat in a room where nothing could get to it and then when they checked it in they claimed it was scratched all over the place witch i know wasn't there when i sent it to them it was brand new when i bought it and it never was moved or really even touched after i got it witch was the reason i sold it to them.They decided to give me even less money for a perfect computer and it's not like they even pay you a decent price for your merchandise anyway's.

Desired Settlement: There not going to do anything no one ever dose's they will just cover there but's witch is what big companies alway's do and try to make me out the lier.

Business Response: Hi *****,  I have records of 5 transactions that have been completed with Gazelle.  It is important to note, that with all offers we send you an email and you have the ability to "Accept" or "Decline" our offers if we come back with a lower price.  We will always ship your item back to you free of charge if you "Decline" the offer.

With regard to your 5 transactions I see that you were paid out on all 5.  3 of the five were paid out at the promised amount, I found exceptions with two.  One computer and one phone

************* - for your ***** ****.  Offer for $735  Paid $661.   I see where the inspector said they found more scuffs or scratches than what they would have expected on a perfect item, but in addition they found the computer to have a better drive than what you indicated.  Typically this would be noted and you would have been paid more ($10) in this instance.  For some reason the calculator didn't catch this probably due to the condition change.  That said, the condition change wasn't all that much and shouldn't have changed your payout.  I am authorizing an additional check for $84 to be paid to you on this item with your approval.

************* - This was for your phone.  I see there was a condition change from an "Unlocked" phone - which you indicated your phone was- to a phone that had not been unlocked and was still locked to ****. Phones locked to a carrier are paid out for less because they are worth less in the secondary market. You were offered $430 and the counter should have been $380, however you were paid out for the full offer price of $430.  (See reference to the check below)

2014-01-20 ******* ***** **** $430.00 P.O.BOX *** ******* NY *****  *************

The other offers I see paid out  *************, *************,************* were all paid out at the original offer price.

2014-01-21 ******* ***** **** $270.00  P.O.BOX *** *******NY ***** ************* 
2014-01-21 ******* ***** **** $572.00  P.O.BOX *** *******NY ***** ************
2014-01-21 ******* ***** **** $270.00  PO BOX ***  *******NY *****-************* 

Please let me know if I missed something.  I will issue the check for $84 once you confirm the above.

Sincerely
*****
































Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gazelle is a company that buys used cell phones from people. You send in your phone they send you a check for it's worth. I mailed in my ****** ** at the end of November 2013. I received a confirmation email from Gazelle on December 7th saying my check was in the mail and that it should take 7-10 business days to arrive. It never arrived. I waited four weeks thinking it might be delayed due to the holiday season. I contacted them on January 7th they said they would contact management and that i should see resolution within 1-3 business days. After no word from them I contacted them again 3 days later they gave me the same run around saying they would contact upper management, this time, and i should see resolution within 1-2 business days. I waited and contacted them again with the same results as above. It was been over two months and i have not received compensation for the phone I sent them.

Desired Settlement: I would just like the money they owe me.

Business Response: Hi ***, I absolutely agree and apologize.  Your inspection went without a hitch and mailing you a check should have been easy.  I will have a check Federal Expressed to you.  You should see tracking information within 24 hrs. I am truly sorry we somehow lost you in the rush.  I will follow up with the Audit Trail of the email system to see why you weren't escalated appropriately. Thanks for letting me know. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I never received Fedex confirmation number that the check promised was being mailed.

Business Response: Hi ***, This was sent on 1/15.  I see that the package was delivered on the 17th.  Please let me know if you had anymore issues.

***** Hello ***, Thank you for your patience. Your original check was returned by the USPS as they stated there was an insufficient address. I am have it scheduled to be remailed via FedEx under the following overnight tracking information: https://www.fedex.com/fedextrack/?tracknumbers=************&cntry_code=us&language=english Today's pickup was missed, but it will leave tomorrow and be in your hands by Friday. Please let us know if you have any other questions.  We're here to help. ***** Gazelle Customer Care www.gazelle.com Keep It Moving

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my iPhone to Gazelle and was emailed that the find my iPhone feature had not been turned off and they were going to reduce the value of my device unless I corrected it remotely. I checked and even spent time on the phone with Apple who confirmed that it had in fact been turned off. I reported that to Gazelle who said they'd check again. I received another email saying again that it had not been turned off so I both live chatted and called Gazelle telling them at that point to just return my device I was no longer interested. I then go an email that my payment was on it's way so I called AGAIN and they confirmed to me that it had been recorded that I wanted my device returned and they would ship it out. YET AGAIN, I have received another email stating that my payment is on its way. So far I've gotten no email confirmation that my device is on its way though.

Desired Settlement: I want my device returned. I DO NOT WANT TO SELL IT TO GAZELLE.

Business Response: Hi ********,  I apologize for the confusion with the Apple Lock issue.  I see that your phone was delivered to us on 10/15, and on 10/17 we asked you to unlock your phone.  Once we recieved notice that you did everything you could, we completed inspection and on 10/22 your phone was processed and payment was issued for the original amount of the offer.  Once an offer is accepted, we process your phone and ship it out.  I unfortunately will not be able to send back your phone.  I see that you have been working with my team on this and they have subsequently processed an additional $25 payment due to the process you went through with the Apple lock on your phone.  (see below for the transaction details)  We are looking at how to make the experience for people who leave their phone locked easier and will hopefully approve going forward.  Again, I apologize it took longer than usual.  *****

2013-10-22 19:12    *************    Paid     Payment has been issued for $75 via check. The following SRs were included on this payment: *************.

Automated System  
2013-11-06 04:35    *************    Paid     Payment has been issued for $25 via check. The following SRs were included on this payment: *************.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I accepted payment because I was offered no other choice. Furthermore, they miscommunicated the issue. My phone was never locked in the first place and they were attempting to pay me less. By saying that it was when, in fact, it was not. 

Business Response: Per our records both the $75 full payout of her offer, and a $25 compensation for late processing has been sent to Ms *********.   This transaction took a total of 5 business days to complete - well within our stated timelines.  Unfortunately with IOS7  it is a requirement that customers deactivate their phones from their iCloud accounts.  I apologize we had to ask Ms ********* several times to deactivate her phone, as we checked several times until it was cleared.   We paid her what she agreed to receive for her phone, plus $25 for the multiple request to unlock her phone.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint .

I still have not the 25 dollar payment as promised. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used Gazelle as my husband suggested since he sold his phone to them. Well they quoted me $126 for my phone, i had just bought it two months earlier. They sent me a box with a stretchy plastic which I put my phone into. The directions said no accessories, so I took out the sim card and sent it. Right before I turned it off, I had played on the phone scrabble and written down my contacts. A week later they had my phone and complained the phone would not turn on so my offer price went from $126 to $9. I had them return my phone. When I got my phone back it does not work. I cannot sell it to anyone else now and I can't even use it myself! I wish I had never sent it to these people! Either their packaging or their people did something to my phone to damage it. A two month old phone does not just quit working. Perhaps they should, if they don't have insurance thru the ****.

Desired Settlement: I want my $126. Period.

Business Response: I am sorry you had this experience with our process.  In addition to Accepting/Declining an offer, you can also choose to have it re-inspected by another inspector if you think we got it wrong.   I would be happy to take your phone back and get it reinspected.  Given this phone is so new, the only thing that comes to mind is that it could be water damaged.  Often times a phone will look and work fine after it has been exposed to water, but it quickly corrodes  and thus the reason the phone would not power up.  Another factor may have been the inspector using the wrong charging cord, but if you have tried to charge it at home and it isn't charging that is probably not the case.Either way this is easily checked and we can verify what the problem is and decide the next course of action.  Of course shipping back and forth will be free to you.Please let me know how you would like to proceed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #. The only way there was water damage to my phone was during shipping.  There should have been insurance on my phone.  This company is coming up with excuses for their shortcomings.  In the process of trying to sell my phone to them it no longer works.  And all they are offering are excuses.  

Business Response: I am certainly not trying to come up with excuses.  I was trying to illustrate possible reasons for why the phone may not have powered up for the inspector.  As there wasn't any delay in processing and the inspection process went without exception (which would cause delays and would indicate other issues)  The only thing that would have been done would be to receive your phone, plug it in to verify the model and to data wipe it.  Had there been any shipping issues you would have been notified as an exception.  As your phone went directly to charge and didn't power on for us, a counter offer was provided which you declined.As I mentioned in my last email, I would be happy to re-inspect your phone to see if we can get it to charge or to see if something else went wrong and proceed from there.  Again, any shipping would be free of charge to you.Please let me know how you would like to proceed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # . It is clear that Gazelle has no real interest in solving my complaint so I will not be doing any more business with them. My husband is very disappointed in them and we will be steering clear as well as urging others to steer clear of Gazelle.  The phone had a master reset done and now works perfectly.  For a company who works with electronics it is disappointing this one did not try this simple troubleshooting method.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my iPhone 4s to Gazelle and it was received on November 21, 2013. At that point, I received an email notice that said the following: We're receiving a significant increase in volume right now due to the popularity of Apple's new iPhones. Because of this, it's taking a little longer than usual to process the items coming in. We'll be in touch with your next update within a week. Thanks for your patience, The Gazelle Team Box ID: *************. On November 24, 2013 I received another email: We just wanted to give you a quick update. We've received your box, and it's currently in the queue to be inspected. Due to the popularity of Apple's new iPhones, we're experiencing a significant increase in volume. Because of this, it's taking a little longer than usual to process the items coming in. We apologize for the delay. We'll be in touch with your next update in 3-5 days. Thanks for your patience, The Gazelle Team Box ID: *************. On November 27, 2013 I received one more email: We sincerely apologize for the delay in processing your item. Because of the high volumes we've recently experienced, processing has been delayed more than we originally expected. Rest assured, we're increasing our staffing to process devices more quickly, and your Apple iPhone 4S 16GB (*******) is in line to be inspected. We'll be in touch with an update within the week. Thanks for your patience, The Gazelle Team Box ID: *************. I did not hear from Gazelle from November 27th until December 23rd when I contacted them via webform. My account indicated that the box had been cancelled and I was never notified. The webform information and initial response thread is below: Discussion Thread Response Via Email (*******) 12/23/2013 09:39 PM Hello ******, I'm terribly sorry that happened. I'm not sure what caused that exactly, but I will forward your information up to a supervisor requesting them to get in touch with your regarding this matter. The typical turn around time for a response is 1-3 business days. if you have any other questions, feel free to ask. We're here to help. ******* Gazelle Customer Care Customer By Web Form (****** ****) 12/23/2013 09:09 PM N an email dated 11/27/2013 I received a notice that Gazelle was delayed in processing boxes but that my box ************* was received and in line. I logged in today to find out that my box was cancelled without processing payment and yet you have my phone. Please explain this to me and process my box so that I can receive my $130 as indicated originally. Question Reference #************* Area Level 1: My Payment Topic Level 1: My Payment Hasn't Arrived Date Created: 12/23/2013 09:09 PM Last Updated: 12/23/2013 09:39 PM Status: Awaiting Finance As of today 1/2/2014 I have not received any information from a supervisor and was told nothing else could be done as they had opened a ticket. I will call this afternoon to request to speak to management. It has been 41 days since they received my phone and I consider the entire transaction unacceptable.

Desired Settlement: The $130 reimbursement for my phone that the company originally promised me.

Business Response: Hi ******, I apologize for any delay in getting your phone inspected and paid.  Given the unprecedented volumes we had during the iPhone Launch, transactions that had exceptions were uncommonly delayed.  Where we typically try to investigate these in days, some customers took longer as we wanted to make sure we made the right decisions and customers got paid the correct amounts. I see you were in contact with our Customer Care department and they issued payment in full.  See below for details 2014-01-02 22:08 *************PaidPayment has been issued for $130.00 via paypal. The following SRs were included on this payment: *************. Seeing that you requested being paid by Paypal you should have already recieved payment. Please let me know if that hasn't happened. Again I apologize for the delay. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do acknowledge payment that was received on Saturday, January 4, 2014.  However, my complaint was not just that it took so long, but that my order was actually cancelled after Gazelle received my box and I was not informed nor was any information available as to why it was cancelled.  Additionally, when I filed a complain with Gazelle, nobody acknowledged it until I followed up.  You have poor customer service and you should know that when a major product launches that you will need to determine how to logistically handle the increased shipments.  Your company has been around for many years and this was not the first iPhone launch.  Shame on you Gazelle for poor customer service, poor response time, and for scapegoating and trying to hide the true problem.  I will never use your service again and will hopefully keep my friends and family from using it in the future as well.    

Business Response: Hi ******, My goal in responding to you was not to deny that our service did not meet your expectation, but to give you more insight as to the why behind what happened.  I regret that we fell down in our efforts to process your device.  We are in an extensive postmortem of the events of the launch and are using all feedback - even those included in the BBB both good and bad.  I appreciate the experience you had and will use it to build in better procedures for next year. I am glad you were finally paid, and wish you the best going forward. Sincerely, *****

Consumer Response: While I acknowledge Gazelle's response and would like to move forward from the issue, I am still unsatisfied in that they never explained to me why my order was cancelled not just delayed.  Noticeably, the issue was not important to them as there has been 15 days lapse in their response to me through BBB.  Such a waste of time and energy and I certainly will not encourage others to use their service in the future.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The whole thing was deceiving . They made u think you were getting more than u actually did .. Rip off

Desired Settlement: What they made me think I was getting for mynphonevwhen I sent but in

Business Response: Hi *******, I am sorry you didn't get what you expected. I checked into your transaction, and found that you indicated that your phone was in "Fair" condition.  This means that there is wear on the phone, but no cracks and generally works fine.   Our inspectors found that you had a cracked screen.  Cracked phones are considered in the Poor condition as described on our website, thus the reason for the change in offer. With all offers we allow users to "Accept/Decline" our counter offers.  We also offer to have the phone re-inspected if you think we made a mistake.  If you decline and offer,  we ship your phone back to you free of charge.   Since this is your first time trading with us I would be happy to add an additional $20 to your offer, however I cannot offer a full payout as the phone was not good enough for us to have reconditioned. Please let me know how you would like to proceed. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I got a counter offer that I responded "ok" to last week but have heard nothing .

Business Response: Hi *******, Sorry, I was not notified that you had accepted the Supplemental Payment.  It will be processed today.  You should expect it within 7 business days. Thanks *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my ****** phones one 64gb and the other 16gb they both were received 12/16/2013.I received money for the 64 gb phone the same day. The 16 gb I have yet to receive payment. I have been calling constantly since the 16th I was told had problems getting in touch with ****** then was told going to different carrier to check esn number. I paid for both phones out of my pocket from the apple store. Then was told escalating to supervisor then told problems was that it was ******* phone don't know where that came from then told this morning 12/24/2013 that riptide was given to supervisor and will get processed today to call back before 5. Called 3 central time closed and I was lied to no further than I was when my phone was received. I only sent the phones in I needed to catch up on mortgage I told mortgage company what you told me as gazelle employee and informed now got notice from mortgage that they gave taken possession of my home.

Desired Settlement: I need money for phone

Business Response: Hi *********, Sorry for the delay in processing your second phone.  As was mentioned in your complaint, unfortunately and unlike other carriers, Sprint makes us check all phones manually.  While this is normally transparent to customers, the unprecedented volume of trades we had during the iPhone launch made this manual process even tougher.   Depending on when your phone was received and inspected - and then put in the ESN checking queue there definitely is a chance that one could be processed quickly and the other delayed. I see that your phone was processed for payment via Paypal on the 30th of December via Paypal for the full amount of $355.  This should have already been posted to your account. Please let me know otherwise. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a product form Gazelle, and did not receive the item contacted shipping company Fedex and was told that the package was lost contact Gazelle multiple times for help to date no response .

Desired Settlement: Would like this Gazelle to responded to my emails, before i purchase any other produces from this store

Business Response: Hi ******,  I checked out systems (both the phone purchase side, and the EBAY Store) and found nothing with the contact information you provided.  I did find one support request on 08/29/2013 in which you asked the following question:
Hello,  If i send a phone in the provided box, and the post office loses the box, how does Gazelle handles this? and what kind of recommendations should I take before shipping back my phone?  Regards, **

My rep responded to you:
Hello ******.  I tried to bring up your account utilizing the address attached to this email and I did not show an account created.  It usually takes 7 - 10 days for the box to arrive, depending on Post Office volume.  If yuo don't get the box within that timeframe, let us know and we can send you another.  Thanks for choosing Gazelle for your recommerce devices.  If you have any further questions, just let us know.  We're here to help.  *****  Gazelle Customer Care

If, as ***** said, you can provide more information regarding your purchase, I would be happy look into this further.  *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.    

Business Response: Hi ******, I have checked both sides of our business.  I see no records of you purchasing a device from our EBAY Store under the contact information you provided as I mentioned in my last response.  I see you have requested that we purchase a phone from you under a different email *******@att.net where I see there are 7 successful trades.  The last on is still pending receipt of your ******* phone.  I checked this email to see if something was purchased from our EBAY store and have no purchase records for that email either. With regard to our offer to purchase your ******* phone, please see the tracking information below US Post Office Tracking of our Box to you Out for Delivery, December 7, 2013, 9:51 am, VALENCIA,CA ***** Sorting Complete, December 7, 2013, 9:41 am, VALENCIA,CA ***** Arrival at Post Office, December 7, 2013, 8:32 am,VALENCIA, CA ***** Depart USPS Sort Facility, December 7, 2013, SANTACLARITA, CA ***** Processed through USPS Sort Facility, December 7, 2013,12:01 am, SANTA CLARITA, CA ***** Electronic Shipping Info Received, December 6, 2013 Processed at USPS Origin Sort Facility, December 5, 2013, 8:15 pm, SPRINGFIELD, MA ***** Accepted at USPS Origin Sort Facility, December 5, 2013, 7:00 pm, NORTON, MA ***** US Post Office tracking of Our Box from you to us – we sent them the tracking number to be used once mailed – this status indicates that the box has not been sent to us.  Tracking Number: ********************************** Postal Product: Priority Mail 2-Day™ Date& Time Status of Item December 4, 2013 - Electronic Shipping Info Received As you can see, we successfully got the box to you with a prepaid return label to us.   According to the USPS this box has not been activated or shipped back to us.  I apologize for the delay in getting you this information, but I did not have the other email address.  If you left the box in a mail box I would check with your local post office to see if they have it or have record of them receiving your package. I apologize that I cannot find more information, however you mentioned that you purchased something from us and I would presume you would have a receipt that could help us locate your item.  Should you be able to provide more information I will be happy to help you. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle sumbitted my iPhones under the wrong contracts and paid me the wrong amount. After three attempts to resolve, the company acknowledges the mistake but does nothing to rectify.

Desired Settlement: $110

Business Response: Hi ****, As indicated in your complaint we received an iPhone 5 and an iPhone 5C  both were paid out via Paypal on the following dates: Payment has been issued for $270.00 via paypal. The following SRs were included on this payment: *************. This was paid at the full original amount of $270 on 12/26 via Paypal Payment has been issued for $210.00 via paypal. The following SRs were included on this payment: *************.  This was a change from a  iPhone 5C to an iPhone 5 and the offer went from $270 to $210 due to the change in model. With all transactions we send an email allowing you to Accept or Decline our counter offers.  An email was sent to you on 12/19 regarding this change.  

I see you were sent an email from our Customer Service Agent Garrett who confirmed both receipt of your 5C and iPhone 5. While there may be confusion on Packing Slips, we always inspect phones independently to determine model and condition and adjust offers appropriately to match what we recieve. The only difference in price I see would be for the change in model from an iPhone 5C to an iPhone 5.  The difference of $60 from the originally iPhone 5C quote. By now you should have had both transactions posted to your Paypal account. Please let me know otherwise. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. The iPhone 5C contract ************* is for $320 and incorrectly matched to contract ************* for $270.  $50 is owed to me due to this error. The iPhone 5 contract ************* is for $270 and was incorrectly matched to a cancelled contract, ************* for $210.  I am owed $60 dollars for this error. Total due to me is $110.  

Business Response: Hi ****, Thanks for the clarification.  It is hard sometimes when you come in the middle of things.  I will have your payment processed for $110.  One of these transactions came in very close to the expiration date.  The other had a duplicate.  I am going to follow up with engineering why they thought one was expired, and why the other was paid incorrectly. You should see this payment in your Paypal account no later than Monday afternoon.*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sent in my iPhone on Oct 21, 2013. Agreed payment of $270 is supposed to be sent within 10-14 days.A month later I am told my "Check was sent" but I never received it. Spent another month with Online Customer care to get check cancelled and PayPal replacement payment sent. Got an email (only the second ever from them) on Dec 17 saying I sould see payment via PayPal within 72 hours. Now 3 weeks later, and 4 customer-care-chats later and STILL NO PAYMENT CONFIRMATION sent by Gazelle. Care center just keeps saying they are passing along the info to "supervisors" and nothing is happening. totally at my wits end with this company. Terrible and in-excusable customer service. Verging on criminal collection of property and not completing payment.

Desired Settlement: $270 agreed payment to be made immediately. Gazelle case # ************* Gazelle incident # *************

Business Response: Hi ******, I apologize for the wait in getting you paid.  It seems your transaction went well, but the physical act of getting you a check became an issue for some reason.  Many times with Apartment numbers the USPS has trouble delivering our checks. It takes time for us to get the check back in the office and re submitted, and unless we here from our customers, once a check is mailed we believe the checks have been received.   Once you notified us we should have been able to put a stop on the check and either reissued or changed the form of payment as was finally done.  I see that payment was posted to PayPal as of January 3rd.   (see records below)   While I am not sure why they it wasn't posted sooner I will look into this with our Customer Service Team to see what caused the delay. 2014-01-03 09:44 ************* Paid Payment has been issued for $270.00 via paypal. The following SRs were included on this payment: *************.Automated System Again,  I apologize for the delay and please let me know if for some reason you have an issue with the PayPal payment.

Sincerely,
*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have ordered a device through Gazelle. They provided me with no tracking number. I ordered overnight shipping with a guarantee it would be here the 24th. I have no way of tracking this package as they have not provided a tracking number. I have emailed them 3 times with no response, and tried calling their offices, they never answer.

Desired Settlement: I would at least like a tracking number, but I need my item delivered. This was a very expensive order, and I don't have the money to throw around for my item to not get here.

Business Response: Hi ******,I have searched both our buy side and sell side  (EBAY stores) using your email address and then your last name as searches. Unfortunately I have come up with no transactions under either in any of our systems.  Do you have an EBAY user name I can try, or a different email address?If you can let me know I would be happy to find out what is going on.

*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

I have received the item, it was just very very late, as they did not ship it on time. But I did receive the item finally, so I'm happy with that. The case can be closed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello , I sent gazelle.com a cell phone about a month ago , when they received the phone they had mistaken the model of the phone since then I have been on touch with AT&T and gazelle confirming that the phone was what I had said it was .. Gazelle was more than happy to help how ever now there saying they have no record of this I have an email from gazelle stating very detailed that Admit they had made a mistake and apologized saying they would send a check of the amount of 80$ which is the diff of what they owe me plus extra for inconvenience at this point there avoiding my emails calls and attempts to chat as I said I have the proof and would be more than happy to forward it to you thanks

Desired Settlement: All I would like is an apology and the check for the amount I deserve which they said they would sent weeks ago and haven't please help

Business Response: Hi *******,I see from our service log that you received a message from our rep ******* on 12/20 and he issued a request for a Supplemental Payment of $80.  I see this check has been processed, but given the holidays it may have been delayed a few days.  I have requested that our finance team reach out to you and give you tracking for this check.  You should receive this in the next 24hrs.

*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a perfectly good, working computer to Gazelle with the offer price of $2,197.00. They sent back a counter offer of $178.00 I declined the offer because I know the computer is worth more than that. They sent it back but the screws are missing, the casing of the laptop has been removed and reseated and I believe they have removed contents from within the computer. The computer will not turn on. It will not even hum which makes me think the removed the hard drive. The fact that all the screws are missing and the motherboard is not seated correctly within the body of laptop tells me they tampered with it. IT DOES NOT WORK and what I sent them was a perferctly working comuputer. I have attempted to reach them but nobody has contacted me.

Desired Settlement: You dropdown provides many options. Refund, replacement, etc., Any of these apply. What I sent them was a computer worth $2,197.00 according to their own website for determining the value. What they sent back to me is now a broken empty shell. I either need them to fix what they broke or compensate me for the damages or honor their original price per their own website. The machine they sent back is NOT what I sent them.

Business Response: Hi *****, First let me apologize for screws being missing etc..  I am not aware of our inspection process taking computers apart, but I will follow up with the team to look at their records more closely.  The main reason for the change was the difference in model from what you indicated.  We typically get system specs by plugging the computer in and receiving the data directly from the computer. If you would be willing to send the computer back - free of charge to you - I will have it re-inspected by a supervisor to determine the model etc..  If in fact is is the higher end model I will be happy to pay you out at the full amount.  If not, I will either have your computer repaired to it's original condition or replace it with a model of the same type in better condition. Please let me know how you would like to proceed.

*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/26, I made a purchase of 3 iPhones from this company on eBay. I received a package that only included one of the items I paid for. On 12/3, I contacted the company informing them that I was missing two of the items I purchased. I received absolutely no response from the company and was forced to open a claim with eBay. Shortly after, I received a second package that included one more iPhone. I am still missing the third phone. The company has only replied by giving the tracking information of the original package. I have made many purchases from this company and have never had an issue but now that one has arisen, they are unwilling to make things right. I purchased these three phones nearly three weeks ago and there has been no resolution.

Desired Settlement: At this point, I either need the missing item delivered in a timely fashion or a refund of the $130.19 cost of the missing phone.

Business Response: ** *******

I checked with our E-Commerce team who called the processing facility and found the phone in question.  It the original phone picked for the order had an exception on it and the manager was holding the order to clear the exception.    The Ecommerce team has found a suitable replacement and is in process of processing the order today.

I apologize for the delay and will address this type of error and the hold with the VP of Operations.

We are shipping your phone priority, but given it is Friday I cannot guaranteed Saturday Delivery.  You should be hearing from Customer Care later today

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted my iPhone which was delivered to Gazelle under box ID ************* on 11/20/13. I received an email saying that my payment would be processed and completed within 3-5 business days. I have contacted Gazelle several times a week since with no end date in site except for emails saying 3-5 days. This is clear false information and they are holding my personal property which I could sell to someone else. I am demanding $250 instead of $210 for my wait or this WILL GO to small claims court rapidly.

Desired Settlement: $250 instead of $210 originally stated upon delivery.

Business Response: Hi ******,

I looked into your transaction and found that we received your phone on 11/20 and had it inspected on 11/26.  We do quote that we typically have phones processed in 3 - 5 business days and as you can see it was in fact inspected in that time frame.

********** ***** ************* Received ******* Gazelle Louisville 

Unfortunately your phone is locked per AT&T and needs to be unlocked to you via AT&T.  I apologize if you didn't get an email, sometimes it can go into spam or a trash folder, but I will check to see where the process fell down.

I would be happy to process the phone as is for $210 as promised, if you are able to unlock the phone with AT&T I would be happy to add an additional $40 to your offer as requested, or I would be happy to return your phone at no cost to you.

I will await your response.

Sincerely,

* ****

Consumer Response:



I spoke to to a rep today who said it had not been inspected, locked or not you are holding my personal property!

 

 

Business Response: Hi Joseph,

Per my response to your complaint, I asked the Production manager to find your phone  and check the status.  I re-checked the status of your items and found the following.

*************  Awaiting Response Automated System 2013-12-11 18:49

*************--Activation Lock Hold has been removed - Re-Check Activation Lock at Calculator Automated System Resolve 2013-12-12 03:17 ************   12 11:29

*************  Inspected Inspection completed ********* Gazelle Louisville 2013-12-12 12:33

*************  Accepted Automated System 2013-12-12 17:11

*************  Paid Automated System 2013-12-12 17:11 *************PaidPayment has been issued for $210.00 via paypal

I see that payment of $210 has been sent to your Paypal account.  If you can confirm that you cleared unlocked the device as it appears, I will be happy to send you the additional $40 promised

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon solicitation by Gazelle, I sent my ****** 4S to it, based on Gazelle's specific representation that I would be paid $126.00 for it. I followed the Gazelle instructions exactly, including disassociating this phone with the "Find my ******" application by logging into ****** (again, based on Gazelle's instructions). Gazelle is repeatedly asking me to take certain actions that I have already taken. I have confirmed, repeatedly, to Gazelle that I have taken such actions, but I get no response, merely what appear to be automated emails. I have asked Gazelle to either paid the agreed-upon amount or return the phone to me. $126.00

Desired Settlement: Gazelle needs to either immediately pay the agreed-upon price of $126.00 or send the phone back to me.

Business Response: ** *****,

Sorry for the delay.  I checked into your transaction and found that your phone is a ****** phone.  Unlike other carriers ****** requires us to do a manual check of the phone to make sure it is clear of any active account before we can process it.   Normally this is transparent to our customers, but given the recent ****** Launch it has only added to the delay.  I personally checked your phones status with ****** and found that it is in fact clear.  I have added that to your transaction and asked that your phone be inspected in the next 24 hrs.

I see you chose the ****** Gift Card as your payment option and as such should see a payout within 24 hrs of the inspection.  I am anticipating that to be Thursday of this week.

Please let me know if there is anything else I can do.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in a Iphone 4s on the second week of November expecting payment after 3-5 days after evaluation. The phone was used and was working flawlessly. It had a few cosmetic wear, but nothing noticeable without further detail (priced at 140). After couple weeks, I did not receive a single email regarding my buyback for my Iphone 4s. After contacting them, they stated that they received a handful of phones that pushed them to be delayed and that a supervisor would take care of my buyback. Waiting over a week (by this time close to December 2013), I get an email stating that my phone I have sent in was not working at all. They stated that it did not power on during their evaluation when I clearly know it was a near perfect phone when I sent it to them (buyback at 60 after reevaluation). I then was asked to take a different offer or have my item sent back. They gave me a deadline of December 2, 2013. They promised to re-evaluate my item before that date. After contacting them about my re-evaluation, I decided to cancel and have the item shipped back because my item was nearing its deadline and I had no response for a re-evaluation. After waiting for another week for my phone to be shipped, I contacted them numerous times about the shipment. They stated that they did not know when it will be shipped out. It has been well over a month when I sent in my phone. and the lack of customer service is terrible for such a high rated BBB company. I believe that their is a scam going on with the company in regards of the evaluation process.

Desired Settlement: I would like my phone to be either delivered to me or receive the full benefit of my phone that I sold. It is unethical for me to wait and be worried-some about my product without receiving customer care. I would to receive my product back at a timely manner. I waited over a week and have not heard of any sort of tracking or the progress of my phone. If delivery is an issue, I would like to receive at least a buyback of $100. I'm willing to negotiate as long as I get my moneys worth for my phone.

Business Response: Hi ******,I apologize for the delay in processing your offer.   In addition to the high demand we have given the iPhone launch, you sent us a Sprint phone that was found to still be active to your account.  Unlike other carriers Sprint requires us to talk to them directly to ensure a phone is clear before we purchase it.   While this is normally transparent to customers, given our recent volume spike processing Sprint phones using this manual process takes longer.   I apologize for that.  We try and reach out and give you the opportunity to reach out to Sprint but unfortunately this didn't happen as I checked our system and see you have declined our offer and your phone has been delivered back to you.Please let me know if you need anything else.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I mailed my ****** ** ** gigs to Gazelle on 11/26/13. The Online agreement with Gazelle was that they would pay me $150.00 after my ****** is tested and passed inspection. I received emails from Gazelle that my ****** was received, test and passed inspection and my check will be mailed soon. I received another email on 12/1/13 stating that my check was mailed and it will take 7-10 business days to get my payment via US Mail. On 12/12/13 I was concern that I have not received my payment so I did a live chat. The rep informed me that my check was mailed on 12/2/13 and I should check back via live chat on 12/13/13 and ask for supervisor to re-issue a new check since this was 10 business days. I did another live chat on 12/13/13 at 4PM spoke with ***** because I still have not received my payment. ***** now told me that to check back on 12/16/13 because 10 business days will be that date and she is unable to help. She gave me a customer service ************ to call to speak to a supervisor. I called this number several times and it went straight to holding music; the phone never rang after 3 minutes of holding I was instructed to leave a message which I did. The hours of operation for Customer Care per message system was 9 am to 6 pm. I called 4:30pm, 4:45pm and again at 4:53pm. I went back on live chat to voice a compliant that I am unable to get a rep on the line. The new rep live chat rep was now ******* who was rude. I explained my situation again he now told me that my check was mail on 12/4/13 and I should check back on 12/18/13 to have a check re-issue. I told him that I was confused and this was unacceptable because I was now given three different information regarding re-issuing a new check. He told me sorry for miscommunication and was unable to help.

Desired Settlement: I need my $150 payment that was agreed for ****** ** 64 gig.

Business Response: I am sorry for the delay.  I see your check was processed on the 1st of Dec for the full amount of the offer.  Unfortunately with the holidays, sometimes the mail takes longer than expected.   I checked the **** tracking we have on your check and found the following: 2013-12-01 22:09:03Submitted 2013-12-04 13:21:53 Mailed **** First Class 2013-12-04 20:17:42Location: Tacoma, WA 9841320 13-12-16    16:25:01Location: Cincinnati, OH 45234 Unfortunately we are only as good as the **** tracking we have, an have no control over **** delivery times and once checks are sent.  The only thing we can do is cancel the check and re-issue payment which probably would have taken you longer. It looks from the tracking that your payment is on it's way to you - unfortunately slower than we would have liked.  If you would like I can cancel this check and re-issue it manually and send it another way. Again I apologize for the delay.  Let me know how you would like to proceed

Consumer Response:  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint  I understand that by choosing to accept the business response that my complaint will be closed as resolved.  You are right I received the check yesterday. Thanks you! 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted a request for an offer from Gazelle on November 11, 2013 for an iPad Mini 16GB WIFI+4G (****). At that time I received an offer of $195.00 for a flawless iPad Mini. I accepted the offer and was provided a shipping label for paid shipping to Gazelle through FedEx and that once it was received it would be processed in 3 days and payment to my PayPal account would be sent 24 hours after that. When I took it to FedEx to ship it I had to pay $10.?? for a box to ship it because FedEx does not provided "free" FedEx Ground boxes for shipment. So the paid shipping cost me $10.?? to send it to Gazelle. It was delivered on November 19, 2013 and signed for by THOWARD per FedEx tracking number. It is now November 23, 2013 and I still have not received any payment to my PayPal account for the iPad Mini, and when I check the status on Gazelle's website it is still showing "not received". I have contacted them three separate times all of which they say "it will be processed in a few days". This is a violation of the agreement that I was provided, and which I accepted, as it has been more than three days since it was delivered to them and they signed for it, and I still have not received payment, nor does the status on their website even show it being received. They are now in direct violation of their own agreement that was provided to me, which I accepted.

Desired Settlement: I want the payment, of the original the offer of $195.00 (minimum) for my device within the next 24 hours, plus the additional amount of $10.00 that I was required to pay for the FedEx Ground box to ship it. The device was flawless, used only a few times, and was kept in a case the entire time it was in my possession. It was also shipped in a box that had packaging materials to prevent breakage of the device, and keep the device from moving in the box.

Business Response: Hi *******, I apologize for the delay you had.  I see that you have been paid via Paypal as of  11/27 for the full amount of the offer  ($195).  As you mention we do try to process everything we receive within 3 - 5 business days.  I see your transaction took 6 - 7 business days.   With the recent iPhone and iPad launches we have received an unprecedented amount of trades and this has slowed our production.  I will look into why my team could not give you a more complete status and am currently working with marketing and engineering to make sure customers are automatically updated as well.  We should have presented you with a Fed Ex Label that should not have cost you $10 and in fact, we could have sent you a box.  I am not sure why that happened, but I would be more than happy to reimburse you the $10 for your FedEx charge.  Again, I apologize for the delay, and will process payment for the $10 shipping today. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about November 5, 2013 I sent Gazelle my iPhone for sale and given a quote of $80. I have documented proof that Gazelle checked out my phone and approved the $80 payment to me. When I received my payment check on or about December 6, 2013, the payment check was only $8. The payment check was short by $72. When I contacted Gazelle about this shortfall they said the iPhone didn't really check out and that because I was never given the option to accept or decline this new offer, Gazelle would honor the original quote of $80. This is a falsehood, because I had already been informed that Gazelle inspected my iPhone and approved the $80 payment to me. The shortfall was probably due to human error. In any event, I demanded they send me the $72 difference immediately. Instead, Gazelle told me they would send me an email in 1 to 3 days. I find this to be totally unacceptable.They either void out the $8 check they sent me and issue a check in the amount of $80 (paid in full) or send me an additional $72 as per our contract or return my iPhone to me immediately.

Desired Settlement: I demand that Gazelle send me the $72 additional money that they shortchanged me for, plus a written apology.

Business Response: Hi *****,I apologize for the error in processing your offer.  I certainly understand the shock you felt when receiving $8 instead of $80.  Itis certainly not the way we planned to have your experience with us work out.Unfortunately, we have had a backlog of offers to process due to the unprecedented volume of trades from the iPhone, iPad and Samsung launcheshappening simultaneously.  In an effort to speed things up we processed certain offers incorrectly and without notifications.  We have gone backand looked at how we processed these offers are in process of correcting our error.I checked with our Marketing and Finance teams and see that you have been contacted and a check for the full amount of your offer has been sent.I apologize we didn't catch this sooner.

*****

Consumer Response: I have received a check today (via Fed Ex) in the amount of $80. I have also been told by Gazelle rep, ***** *****, that I can keep and cash the original check of $8 as a additional bonus for my trouble. I find all of this acceptable.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my phone into gazelle after seeing their commercial and getting my quote. I was told after they received it, that they were backed up and I'd have to wait longer than normal to receive my money. At that point I called to see when would be the latest I would receive my money. I was told December 3rd, December 3rd came and went no money. I was then told one business day. That came and went still no money, I was then told that they would "put in a ticket" to see what's going on with my phone. Still no answer about that. Their commercials makes it seem that you get paid quickly. They received my phone nov. 18th and I still haven't gotten paid. I want my money and I want them to stop lying to consumers about how they do business

Desired Settlement: I would like the money I was told I'd get for my phone. As by this time my phone has decreased in value so me selling it somewhere else is not an option.

Business Response: Hi ********,I apologize for the delay.  I see you sent in an HTC phone, so I am not sure why there was a delay in processing.  I had the processing center find your phone and inspect it.  I checked our system and see that it has been inspected and processed for the full amount.  Since you selected Paypal, you should be able to get your payment in the next 24 hrs.Again, I apologize for the delay and wish you the best over the holidays.

*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/26 I initiated a transaction to send in two iPhone 5 to Gazelle for a total of $425. Both phones were sent in the company's prepaid shipping box which was delivered a week later. Only one phone has been checked in and payment was sent for that item, however, $210 is missing from the second item. I contacted the company inquiring on the status and was told that due to high volume the phones may have been checked in separately, however, there's still been no resolution. It's been a month since delivery and I still do not have an update on whether or not my phone is even in their possession with no expected date for payment. I'm dissatisfied with this wait and service and want to be compensated for the item I have sent in.

Desired Settlement: I would like to receive the payment in agreement for the item that I sent in. If they checked in and paid out on one iPhone then where is the second one? High volume is not an excuse for a month wait to ****** the phone's value and provide payment. I'm moving from the address on file on 12/09, if payment isn't received by then I will lose the check as I will not have access to the current mail box any longer.

Business Response: Hi ****, Sorry for the delay in processing.  We agree that high volume is not an excuse for slow processing and we truly are working on getting better.  Phones that are sent in the same box are still inspected separately, so they can travel down different processing lines.  Sprint phones - are a sticking point in our process as unlike other carriers Sprint makes us check each phone manually to make sure they are clear.  While this should all be transparent to you, the added volume we are experiencing only makes this manual process worse.   I see your first check on ************* has been paid, I will be in our processing center on Monday and will get an inspector to process and payout your second phone.  I have add an extra $10 as a Thank you for being patient with us. Again, I apologize for the delay.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in my iphone for an agreed upon price. They sent me a response on november 20th that my check would arrive in 7-10 days. It is december 7th and I have received no check for the product I sold. I sent them an email a couple days ago asking for my check or my phone back and they have not responded. Their website doesn't say business days, but even it was it's been over 10 business days. Poor custom service, and misreprenting the correct delivery information.

Desired Settlement: I want my phone back and an apology.

Business Response: Hi *****,I am sorry you did not receive your payment.I looked into your transaction and found that we receivedyour item on the 14th and inspected and paid it on the 20th.  This totals 5 business days from the time ofreceipt to processing. Since you selected a check as payment method, itsometimes takes up to 7 – 10 days for the **** to get it to you.  Looking at our log from the **** your checkwas delivered to your regional area, but must not have reached you. I looked into our Customer Service logs and I see that youcontacted Customer Care on 12/5 at 8:19PM and opted for another check to besent.  **** Delivery  November 14, 2013 9:00AMInspection Verification  2013-11-20 06:10 ************* Inspected Inspection completed C******* Gazelle **********Address and Check Tracking First Name ***** Last Name ******Address 1 **** ***** ** northAddress 2 *** ******* ***** cityState IAZip Code *****Country United States Check Status2013-11-20 22:08:57 Submitted2013-11-21 15:35:40 Mailed **** First Class2013-11-21 22:07:13 Location: ******, WA ********3-11-22 20:35:17 Location: ***** *****, SD *****Sometimes with Apt numbers the mail can get delays, and in these instances checks can be shipped back to us for us to remail.  Looking at the records this hasn’t happenedIn fact it seems that your transaction was processed within our goals.   Unfortunately,  it seems to be stuck in ***** City.  I looked at what has happened since you requested another payment.  We have put a STOP PAYMENT on the original check.  I have instructedour Finance team to find your new check (as it would be mailed the next business day from the request  (Which istoday - Monday)  and asked them to add an additional $10 to your offer of $60 for the wait, and aske them to send it Priority Mail.Again, I apologize for the delay.  We have no way of knowing other than you contacting us that a check has not arrived once it reaches the destinationcity.  Using a priority mail should help them get it to your mailbox.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 14th, I elected to do business with Gazelle. I was quoted a price of 250 dollar for my phone and received a box from them on November 17th. On November 20th, they have received my phone and I have not heard a word from them regarding payment since. I contacted customer service multiple times, only to be told they were working on it. This is far from the 3-5 business days I was told to it would take to complete this transaction. It is now December 6th.

Desired Settlement: I would like the full value of my phone, as I can not guarantee the condition of the phone I sent as it has been mailed and now handled by who knows how many people. This is unacceptable business practice.

Business Response: Hi *******, I am sorry for the delay.  I checked your transaction and noticed that you sent us a ****** phone.  Unlike other carriers, ****** requires that we manually check each phone to make sure they are clear.  Normally this would be transparent to you, but given the unprecedented volume of trades we received with the iPhone and iPad launches this has added to the delay of manually processing ****** phones.  As well,  your phone was active to your account, so we couldn't process it.  I checked again with ****** this morning and your phone is still Active under your account. If you could call ****** and remove it from your account, I will be happy to process your phone.  I can also have it sent back if you decide you do not want to do this. Again I apologize for the delay, but you are the only one who can remove the phone from your account. Let me know how you would like to proceed *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complain.

Please return the phone as I had no idea of complete instructions regarding ****** phones. I do appreciate the information however you would think this is information that customer service would also have during the multiple times I have contacted them.

Business Response: Hi *******, I processed your phone for shipment back to you and it should be shipped out tonight  ***** tracking ************ Again, I apologize for the delay and I will look into getting Customer Care more insight as to the direct status of where things are so they can share the information I provided directly to customers like yourself. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/8/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in an ASYS transformer tablet and keyboard on November 12. I was told I would get $83 and i would receive payment in 3 to 5 days. i contacted Gazelle on November 21 on they stated the payment was in processing and I should recived the payment in 2 to 3 days. I still have not received payment. I have requested an electronic payment so I should receive payment notification instant

Desired Settlement: I want to be paid for the items I sent in.

Business Response: Hi *******,I apologize for the delay.I looked into your transaction and found that it was delivered to our dock on November 14th.  With the number of items we receive at our dock it typically takes 24hrs to check in and prep items for inspection and then 3 -5 days to process the item through the line and payout.  Given the recent iPhone and iPad release, we have seen a larger than expected amount of trade ins I asked an Inspection Supervisor to find your tablet and have it processed in the next 24-48 hours given the holiday.  Since you selected PayPal, you should see it appear in your account within 24hrs of that happening.I see you have had several transactions with us and we appreciate your business.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/8/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My phone (IPhone 5c) was received by Gazelle on 11/12/13. They advised me that it would take 3-5 business days to process my phone and then they would send me my payment. It has now been 10 business days, and they still have not processed my phone.

Desired Settlement: I would like the full amount that was quoted for my phone sent to me, plus some more possibly $25-$50 as a show in good faith for the long delay. I would like this done A.S.A.P..

Business Response: Hi ****,Sorry for the delay.I looked into your transaction and see that we recieved your phone on the 12th.  I also noticed it is a Sprint phone.  Unlike other carriers, Sprint requires that we manually check to see that the phones are clear for use.  Normally this would be transparent to you, but with the recent iPhone and iPad  launches and an unprecedented amount of trades, this has impacted our processing of Sprint phones.   I have personally checked with Sprint on your phone and had it cleared and will contact an Inspection Supervisor to process your phone.While we do everything we can to process phones quickly sometimes things take a bit longer.  I apologize for that.  I have added $15 to your transaction as thanks for your patience.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company offered to buy my used iPhone for $80 and I accepted through their website filling out a form. They sent a prepaid shipping box and instructions to ship my item to them, and they will send payment via Paypal within 5 business days. I shipped the box with my phone and they have received it according to the tracking nr on 11/06/2013. I have contacted this company three times via chat and they keep telling me that they will be paying in 2 business days, and it has been already more than 8 business days from receipt. This is the confirmation number ************* with them. At this point they have my iPhone and they have not paid me.

Desired Settlement: This company has to send my payment as offered, and they have to change their advertising which is false.

Business Response: Hi ******, I am sorry that we are not meeting the service level you expected. I looked into your transaction and here is what I found.  As you mention, we received your box on our dock on November 6th.  Since we receive thousands of boxes a day, it usually takes a day to get your box to the correct inspection line and queued for processing.  Your box has been received, and I had an inspector look into your phone this morning. It seems there is a lock placed on your phone and your phone cannot be processed until you remove this.  You should have received an email, and I apologize if it ended up not getting to you. Here is a link to help you deactivate the IOS7 lock  https://helpcenter.gazelle.com/app/answers/detail/a_id/189/kw/IOS7 Once it is unlocked we will process your phone.  I will also add $10 to your transaction for the communication issue and the wait. Again, I apologize for the delay. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I do not have a passcode on my phone and this company is manipulating mi device when the offer was to buy a non-functional phone from me. T Also, they are not communicating with me directly. I demand the immediate return of my device.

Business Response: I am sorry that you have decided to have your phone returned.    IOS7 lock is not a passcode.  For your future reference.   With the release of IOS7 Apple has automatically locked your phone on your iCloud account.  This unfortunately is something we or any other vendor can correct.  All that is needed is for you to delete your phone from your iCloud account. With all of Gazelles offers we allow customers to Decline at any point in the process.  I have contacted our processing facility and your phone will be mailed to you at no cost to you within the next few days.  I have moved your transaction to declined and cancelled.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I need tracking information of my return. The company is not communicating with me directly which is unacceptable, also the unfair practices in which you operate.  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have sent in an iPhone 5c, Green, in fair condition. Mechanically perfect, the only disputes where minor cosmetic issues. Anyhow, I was offered 280$, seemed reasonable so I accepted and sent my phone off. I have been waiting since 11/6/2013 and still have yet to receive an evaluation on my item, it has been "checked in". I have been contacting back and fourth with Live Chat, the only area I can receive customer service, and have been told 3 times now that an order for my evaluation by a supervisor has been submitted and I will receive payment in 24-48 hours. As I said, this was 3 times in total. I am not accepting anymore bullshit apologies, I will either receive my payment or tracking information on the return of my phone within the next 48 hours or I WILL turn to legal action. I will not stand by anymore and allow myself to be taken advantage of like this, for someone else to benefit. Good luck to anyone who has tried using this sorry excuse of a business. P.S. I am in Live Chat still #27 in line.

Desired Settlement: I WANT MY PRODUCT OR MY MONEY, NOW.

Business Response: Hi ****, I apologize for the delay.   With the iPhone/IPad launch we have had an astounding amount of trades.  While this typically would be transparent to you, I checked your transaction and found that you sent us a Sprint phone.  Unlike other carriers that can be processed in bulk, Sprint requires that we manually check the serial number of each phone to make sure it is clear.  This adds some time to processing and given the launch it has pushed things out further. I checked your phone with Sprint and found it to still be "Active" which means Sprint will not allow us to process the phone any further.  Since clearing the phone would require action on your part - meaning you would have to call Sprint, clear the phone, and then tell us. before we can inspect it and process payment, and adding several more days to your transaction, I have decided to send your phone back to you instead of requiring you to go through any more of a hassle. I have contacted our processing facility and your phone will be pulled from the processing line in the next 24 hours and reprocessed for shipment back to you. Again, I apologize that my team could not have fixed or found this sooner. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in two devices (*******) to Gazelle, one was processed in a good amount of time with a fair price, the second has not been processed and shows that they are still waiting for the device. They were both in the same box. I filled out the paperwork to include both in one box. It has been exactly two weeks and they say that they process in around 3 days (which the other one was). I'm afraid it is lost, and the chat service has not been helpful, they keep saying that some will take longer than others. This seems excessive and time to resolve and find out what is going on.

Desired Settlement: I would like the $70 that was promised for the device. Or, send the device back to me free of charge.

Business Response: I apologize for the delay with your second item.   As you mention, I see that we received your box on the 12th.   Normally once your box is received it takes 3 - 5 business days to get it inspected and payment processed, it looks like this happened for your first phone, but the second phone got separated during the process.  I had an Inspection Supervisor locate your other phone and you should be processed and paid out for the full $70 later today.   BTW - you did the right thing by putting two items in one box and we encourage that as part of our recycling initiative. I am sorry the process just didn't work out this time.  We are receiving an unprecedented amount of phones during this particular ****** launch.  I appreciate your patience and for letting us know where we can do better.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved. I think they need to improve some of their internal policies and use of their status website, but I think that they are a decent business that responded to my complaint.  It's too bad it came to this as I think they paid a good price for my device.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They promised to buy my laptop. Once receiving it they made up lies about the machine in attempt to pay less. The process has also taken more than twice as long as was quoted, and I have neither payment nor my machine back. They first offered me more than $500 and are now offering $50 for a perfect condition *** laptop. Seriously? Seriously guys? What a scam.

Desired Settlement: Refund isn't really the right choice, but didn't see an appropriate one. Pay the promised purchase price for the item or return it and compensate me for the the hassles of dealing with a fraudulent company.

Business Response: I see you have two transactions in our system, one that has been paid and the other pending.  I am assuming this issue is for the pending device.   Looking at our records I see that *** ** delivered your device to our dock on Tuesday 11/05/13.  It was received and an inspection was attempted on the 7th where we sent an email stating we needed a password.  We received your response you the 14th telling us no password was required. The inspections records indicate that there is a "FileVault" password on your computer.  Having a password on your computer inhibits our ability to inspect your computer and verify it's condition and functional specs in order to pay you the appropriate amount. To that end, we have provided a counter offer based off of a condition of "broken" as the computer cannot be used at this time.   I understand this can be frustrating, however we want to make sure we do our due diligence with items we quote, and give you the opportunity to help us get it right.   I see you asked Customer Care on the 16th to reach out to you.  As this was Saturday, my team had not had the time to look into this with your processing team. What we can do is request a re-inspection to see if an inspector hit something wrong and to see if a supervisor can get in another way, or as with all of our offers, you can Decline the adjustment and we will send you your computer free of charge. Please let me know how you would like to proceed.  Again, I apologize for the delay and I am not sure what happened between our email on the 7th and our receipt of your response on the 14th, but I will check on that as well, as that seems to be the longest period of waiting in this transaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle my iPhone 5, under the Box ID ************* which was canceled because the offer expired, so I had a new offer under Box ID *************. I sent my IPhone 5 in the old box that was canceled. On 14 Nov 13, Gazelle sent me a email saying they recived my phone under the old canceled number. I went to live chat and explained what happen, they said no problem, they would fix it. I waited a few days and nothing. I emailed them and got an reference number to follow up: #************* and thats it. So I have a phone out their and no money to show for it, I tried live chat again on 25 Nov 13, I waited for 20 mins to talk, as soon as I gave them my reference number they kicked me off and I went to the back of the line and number 8. Had to go back to work didn't have all day to wait, Gazelle doesn't have a phone number you can call.

Desired Settlement: My IPhone 5 back, or my new offer for 240.00

Business Response: Hi *****, Thanks for letting me know of your problem.  Sorry it got so confusing.  I look through your records and the reps did do the right things, but they were missed at our Processing Center.  I had an Inspection Supervisor find your phone and inspect it.  I have also authorized entering it under your original offer of $300.  Since you selected PayPal you should see this in your account in the next 24 - 48 hrs due to the holiday. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the company to sell my ****** to. They received the package on 11/06/2013. My item wasn't checked in until 10 days later on the 16th of November. It is now the 26th of November and nothing has happened since. I contacted the company last week and was told it would be escalated to a supervisor and I would get an update in 1-4 days and still have heard nothing from them. The commercial is misleading in that they make the process appear seamless and quick. At this point they have my property and I haven't received payment and no one is telling me what is going on.

Desired Settlement: I want payment immediately. I think I have waited long enough.

Business Response: I apologize for the delay.   We are seeing an unprecedented amount of ******* with the recent ****** release.  In addition, I see that you sent us a ****** phone.  Unfortunately, unlike other carriers, ****** makes us check each phone manually to make sure they are clear before we can process them.  While this should be transparent to you, the added volume we have received has only exacerbated the delay in manual processing. I have contacted an Inspection Supervisor who has found your phone and processed it.  Since you selected ******, you should see payment of the full $65 processed with in the next 24hrs. Again, I am sorry we had this delay.  Let me know if you need anything else. \

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint . I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Online quote started for my brand new white Apple iPhone 5c 16GB - $295 on October 31, 2013. Gazelle received my iPhone 5c on November 7th, 2013. I have no had a update from Gazelle about my order. I keep contacting them and nobody knows anything. My phone is processing but other than that no more information is available. I asked November 15th, 2013 to stop the process and have my phone returned to me, customer service agent pretty much blatantly told me no, that I could not get my phone back. Today November 20th, 2013 I asked again " ******: I understand your frustration and the inconvenience this has caused you. Unfortunately the item can not be returned unless the offer is reduced after inspection. Then you will be able to decline and be returned. " The phone is brand new and was never used.

Desired Settlement: I want either the quoted price of $295 or my iPhone 5c 16GB returned to me.

Business Response: Hi *******, I apologize for the delay - and a few other things here.   We have received an unprecedented amount of trades with the iPhone launch.  I checked into your transaction and while this should normally be transparent to you, your phone is on the ****** network.  Unlike other carriers that can be processed in bulk, ****** requires that we manually call in and check to see if your phone is clear.  Again, something that is typically transparent to customers, but with the volume we have been getting it has caused a delay. I will also check with ****** regarding why she told you that your phone could not be returned.  While it would have taken time to find it and process it if it hadn't been processed we can always put a hold on the item and as it comes through stop it and return it to you.   I see that your phone was in the ****** Holding area, and that it has been processed.  Since you selected Paypal, you should already have funds in your account as of this writing. Again, I apologize for the delay and mis communication.  I will address this with my team to make sure they are better aware of the options customers have when requesting a return.

Sincerely,
*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in my cellphone to sell to gazelle.com and was offered $94. I sent it in November 4, 2013 and then received a confirmation email a couple of days later stating that my phone was received and that it would be processed. Now it has been over 2 weeks and they keep on delaying it. They don't have anybody answering the phone while there is no phone number on the website but I googled it and it is 1800gazelle. I used the chat but all they can explain to me is that it takes time. I've repeatedly gone back on the chat help but keep getting the same answer every time. This doesn't seem like a legit business and it also seems they don't have enough customer service reps or even any employees. Over 2 weeks is just way too long. If they can't give me my offering price of $94 soon then I would like them to ship me back my phone so I could just sell it myself.

Desired Settlement: I want my offering price of $94 now or ship my item back to me. Waiting over 2 weeks and it hasn't been processed yet. Customer service is horrible and the service needs to be fixed.

Business Response: Hi ********, I am sorry things are taking longer than expected. I looked at your transaction and noticed that you have a Sprint phone.  Unlike other phones that can be processed in bulk in and automated fashion, Sprint phones have to be checked manually.   Normally you would not notice a lag, but with the Apple iPhone, iPad Release, and the Samsung Release all happening at the same has caused an unexpected high volume of trade ins, and thus the manually processed items are seeing a slower processing time. For future reference, we do publish our number on our Contact Us section of our website.  I am also working with our processing center to better identify phones that have a longer than expected processing time, so my team can give more detailed information than the currently can. I have asked our processing team to locate your box, and process it due to the extended wait.  I have also added $10 to your offer for letting me know of the delay.  Since you selected to be paid via check, once your phone is processed it will take 5 -7 days to receive the check as it is mailed via the US Postal Service. Again,  I apologize for the delay. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in a iPhone to Gazelle and it was received October 21st, 2013. Since then there has been no payment and I was suppose to get paid $80 for my phone. I talked to them 4-5 times now and I was told 3 times it was sent over to a manager and I should receive and update within a day. A week later still nothing, no phone, no money, nothing. The advertise, "fast, free, and easy". This is ridiculous and I asked for my phone to be returned so I can go through someone else and they stated , " they usually don't do that". I was completed lied to and their customer service reps are horrible.

Desired Settlement: They take down their false advertising because it is not true and I want my phone back and the $80 they we're suppose to give me a long time ago.

Business Response: Hi *****, I am sorry you had to wait longer than expected, and more importantly apologize that my staff was not able to tell you the status of your transaction.   In looking into your account and found the following: I see from your account that you mailed us your phone on Oct 25th and it was delivered to our Shipping Doc on October 29th per the USPS tracking provided with your box.  Your phone was prepped for inspection mid day on the 29th, however it needed to go to a charging station so it could be inspected.  Typically this takes an additional 24 hrs to get back into the inspection queue. Our inspection records show that your phone cleared through inspection was processed for payment on Saturday Nov 9th at 9:10 pm.  (see below for details) 2013-11-09 21:10 ************* Paid Payment has been issued for $80.00 via Paypal.  (Total Business Days =  12) Typical processing time from start to finish takes about 10 business days.  Once in the inspection queue it takes 1 -3 days to be processed for payment. These are all standard times quoted in our Help Center.   In your case, we did take a few days longer than inspected and unfortunately my team was unable to tell why your phone was delayed as our Call Center systems do not reflect exception data until after it is completed.   When a phone enters the inspection process it is automatically processed if the inspection matches the offer - which in your case it did and payment was sent to your Paypal account for the amount quoted in your disputed amount.  If an amount had been different than what we quoted, we would have sent a notice allowing you to Decline the offer and we would have shipped the phone back free of charge.  In your case, the inspection amount matched the offer you accepted, so your phone was processed automatically.  As of this morning, I see that you have been paid the amount of the original offer and the funds are in your Paypal account.   Unfortunately, I will be unable to return your phone as it has been processed.  I would be happy to cancel your Paypal payment and send you a replacement if that is what you would like. With regard to communication, we are currently working on a system enhancement to provide for better data that will allow us better communicate exception status - especially during unusual volume periods such as the recent Apple release.  While I understand expectations are set for a speedy payment, sometimes there are exceptions that happen that cause things to go a little longer than usual.  I apologize for that.   Should you need anything else, please do not hesitate to contact me. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: sent in my iphone 5c that I was told I would get $295 for and I have still not received payment for the item, the item was delivered to them on 11/1 and checked in on 11/5 and on 11/15 after being told for the last 3 days that I would get paid within 24 hours I have still not received payment for my item

Desired Settlement: I want $350 for the phone I sent them and for the hassle that I had to go through for the last 10 days trying to get payment and just getting the run around instead... their TV ad says FAST payment and 15 days is not fast to me and being told for 3 days that I would get paid then not getting paid bad customer service

Business Response: Hi ***, I am sorry you had to wait longer than you expected and that we did not meet your expectations.  I see from your past experiences things seemed to have gone well, but this time we fell short of meeting our goal and I apologize for that.  The iPhone launch has increased our volume beyond our expectations and this has caused a delay in processing.  As we state on our website it usually takes 3-5 business days to inspect and process payment.   I have looked into your transaction, and see that your phone was sent to an inspector on the 5th and should have been inspected, however as it is a Sprint phone, the serial numbers need to be manually checked with Sprint to ensure they are clear.  Due to our large backlog of phones and the manual nature of checking Sprint phones, the took a few extra days to check. Typically this should take 24 - 48 hrs hrs, however I see your phone was not put back into inspection until Nov 18th.  While I am not sure why there was such a delay of 6 -7  business days to process.  I see your phone has now been processed and is pending payout.  Since you chose Paypal you should see the full amount you were quoted show up withing the next 24 hrs.  In addition, I have added an additional $10 for you wait. Again I apologize for the delay and will continue to look for ways my team can explain things in greater detail, so they can explain more deeply any problems that arise in the inspection process. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold my cellular device to Gazelle.com and was promised the amount of $225. I shipped the device, and have been waiting for a response from Gazelle.com. SO taking that into consideration I contact Gazelle.com via Live chat inquiring about an update on when they would be paying me. They have have my device for over a week. I have been fed line after line ranging from "we never receive the box the device was shipped in" to "we're a currently overloaded with people selling their iPhone 5s or 5c's" I asked for a number to call to speak with someone higher up, and was summarily told "you'll just be told the same thing so don't be ******* stupid."

Desired Settlement: I want the amount that was guaranteed to me, plus a written apology from the company for a) the shady business practices listed above, and for being insulted.

Business Response: Hi *****, I apologize this hasn't met your expectations.  To give you an idea of our process and to let you know what I have done, I have looked over your transaction and here is what I found: According to the USPS web tracking site we received your box on 11/12 mid morning.  It takes 1 -2 hours to prep and get your box to the correct inspection line, and then from there 3 - 5 business days to process and inspect your phone.  Given those timeframes we are at the 5th or 6th day from what I can tell. Given the iPhone and Samsung launches we have received 100s of thousands of phones since August.  We are continuing to experience high volumes of items with the iPad launch and are a few days behind our normal scheduling.   I looked at your inquiries to my customer care department and see that they were able to provide some information, but not everything that could have given you faith that things were progressing.  I am currently working with our Marketing and Operations department to provide better communications to our customers and better systems info so my team can see exactly where your phone is at all times.  While this is a longer term project, I feel your points underscore what we should be doing and that we can try harder. I will contact our processing facility to have them locate which pending cart it is on and try to get it processed in the next 24hrs.  While you didn't ask for it, I have added $10 to your transaction for the wait and lack of communication on our part. Let me know if you have any other questions or observations as I will do what I can to help. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Thank you for responding so quickly. I do appreciate that. You're response to the issue and resolution is acceptable. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle my I phone 5 for a quoted price of $155. I received an email on 11/4 my box with my phone had reached gazelle and they would be unpacking it and keeping me in the loop. In the follow days when I look at "track you package" the system says "waiting for receipt". I emailed customer service as they do not provide a phone number on their website and I was informed that my box did reach them and it would 6-10 business days in total before I would get my money with the ending "don't worry you're in good hands". 11/7 I receive an email "Your Gazelle Offer: there is still time to get your $155". The email is a standard letter explaining I have until a certain date to send them my phone or the deal is over. Now why would I get that email if they have previously emailed me "oh we have your box" and customer service confirmed this? Additionally I had to get on BBB to FIND the companies customer service phone number. I have since been on hold for >20 minutes. This is absolutely the worst customer experience for a company ever. They now may or may not have my phone for which I could have sold it on the street faster.

Desired Settlement: Please figure out if you have my phone or not and learn to have your departments communicate to each other as you're confusing and frustrating customers. This is so unacceptable I refuse to ever send you any of my electronic devices again.

Business Response: Hi ******,  I apologize for the confusion with regard to the information you are receiving regarding your transaction. I checked into your transaction and here is what I have found so far.  Your item per USPS records is at their Louisville KY distribution center as of Nov 4th  (See below for detail from the USPS site)

November 4, 2013 Depart USPS Sort Facility LOUISVILLE, KY 40231 
November 3, 2013 , 7:36 pm Processed through USPS Sort Facility LOUISVILLE, KY 40231
November 3, 2013 Depart USPS Sort Facility BALTIMORE, MD 21233 
November 2, 2013 , 10:05 pm  - Processed at USPS Origin Sort Facility BALTIMORE, MD 21233
November 2, 2013 , 8:50 pm Accepted at USPS Origin Sort Facility BALTIMORE, MD 21201  October 26, 2013
 
As you can see there is currently no delivered status to our Louisville warehouse. - While I am not sure why USPS hasn't moved this to "Deliivered"This is what would have cause the email saying "You still have a few days to send it in."  I checked your status in our logs this morning and I see that your phone was Received and put into the inspection queue as of this morning.  (see the log line item below)

*************  2013-11-08 05:55am Received Woods Gazelle Louisville

Typically once it hits our inspections line it can take a few days to process your phone depending on volume we are receiving.  We have had an unprecedented amount of iPhones this year and are working through the volume as fast as we can.  Once it is inspected, and your phone is verified to match the condition you indicated in your offer, payment will be issued within 24 hrs.  Since you chose Paypal it would show up at the 24hr mark, had you chosen to receive a check it could take 5 - 7 business days to get it to you via USPS.  Thus the number of days quoted by my customer service representative.

At this point your phone is running about on schedule and we should see it processed later today or Monday.  I will follow up with our Inspection team to make sure it is processed and payment issued.  Regarding notice of status.  You did the right thing by going to Track my Offer, however we have an obvious gap you identified between the USPS and our Processing Center that needs to be addressed.  I will take that as an action item, as well as follow up with the staff members you dealt with to ensure they are able to provide the detail I have provided here to put you at ease that in fact you are in good hands.  We obviously failed here in making you truly feel that way.  Regarding our phone number, we do publish our phone number on the "Contact Us" section of our Website.

I apologize again, I have added a $10 courtesy payment to your offer as thanks for letting me know of your concerns, and hope we can prove we are better than what you experienced in the future.  Should you have any other issues please don't hesitate to let me know.

*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Customer advertised their service to inspect and process the item once received in 3-5 days. Over two and half ways and multiple inqueries, still no inspection or resolution.

Desired Settlement: Either finish the job or return my item!

Business Response: Hi *****, I apologize for the delay.  We are experiencing an extremely large volume of iPhones given the recent iPhone launch.  This is causing delays in our processing facility.  To compound your issue ****** phones need to be manually checked to verify that they are clear of your account info. I personally called ****** and checked your phone.  I have also placed a request to have your phone pulled from the line and inspected now that I have cleared it.  Since you chose to be paid via ******, you should see payment processed in the next day or so.  As well, I have added $10 to your offer for being patient and letting me know. Again, I apologize for the delay. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my iPhone 4s to Gazelle, expecting to receive $150 in 3-5 days after the item came into Gazelle's possession. Gazelle received the item on 10/28/2013 (FedEx record: ***************) , although chose to enter the item into its internal systems on 10/29/2013 (Gazelle record: *************) . After chatting with Gazelle's online customer service on 11/4/2013 and 11/6/2013, and sending an email on 11/5/2013, I've received no indication that Gazelle has done anything to pay me for the item I sent them.

Desired Settlement: I chose Gazelle over other venues to sell my old iPhone 4s based on its very high BBB.org rating. Had I known it would not meet its own stated policies, I would have gone with another vendor that offered more money for my iPhone 4s. I want to receive the payment I am entitled to via PayPal ASAP.

Business Response: Hi ******, I apologize for the delay.  As you will see in other complaints I have addressed, we have an unexpectedly high volume of phones coming in from the iPhone launch.  While we anticipated an increase in volume, Apples success has translated into a large in influx of phones to process.   That is our problem, and I apologize - you shouldn't have to wait. I am processing your payment today, and since you selected Paypal you should see payment within the next 24hrs. Again, I apologize for the wait. *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I agree, Gazelle took too long.  After communicating for a second instance with customer service by online chat and was informed a supervisor was going to look into my inquiry, I thought something would happen.  The fact that it took so long, and that Gazelle only responded now, is not worthy of an "A+" rating. I chose Gazelle over a lower rated BBB organization that offered $165 (see attachment)  I chose Gazelle because I expected faster service with less need to complain.  As such, I think Gazelle should (at least) match this company's offer. 

Business Response: Hi ******, As you should see payment has been issued to your Paypal account.  While we typically do not match offers of other companies for varying reasons, I would be happy to give you an additional $15 for your wait.  Hopefully you will see that your experience is an exception as we have processed well over 200,000 items in the last few months.  While we try to get everyone right. Sometimes we miss the mark. Again, I apologize for the delay. *****

Consumer Response: I accept an additional $15 payment via PayPal as a satisfactory response to my concern.  I will wait to see that I receive the payment before asserting the issue is resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I turned in a 64G Iphone 4s that was incorrectly identified as a 16G model. Gazelle subsequently funded me the incorrect amount for the device. I have opened multiple tickets with Gazelle and 4 phone calls where I am told a supervisor is not available or in a meetings with countless hours waiting on hold to talk to someone. This is still not resolved.

Desired Settlement: Full compensation as contracted

Business Response: Hi ****, Thanks for letting me know about your problem, and for sending us three transactions.  From what I can find it looks like this was a mistake as to how these items were received.  I have talked to my team who has worked with our processing center and it seems they got to the bottom of this.  I am sorry you had to experience this confusion, but looking at your most recent transaction records my finance team processed the check for the difference earlier this morning.  You should see this suplimental check in the next few days via USPS. I apologize for the confusion. *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle my Iphone 3 thinking it was actually an Iphone 4. They offered me $110.00 based on my telliing them via an online application process for an iphone 4. When the recieved the device the informed me of my error and offered me $10.00 for the device . I turned them down with the understanding that yjey would return my iphone to me. Upon receiving it back I turned it on and was suprised to notice that my SIM card had been removed and not replaced. This renders my phone inoperatable. I called them and was told that they discarded my sim card and the case I had purchases for the phone and that it'd thier standard policy to wipe the phone clean and discard sim cards and covers or cases as well and was told that I could still use everything on my smart phone except for the actual phone calling and receiving part of it. This is not so. when I turn my iphone on I cannot get any furthur then a window that tells me I must insert a sim card to continue with anything. When I try to synch my computer to my phone I again get a window that tells me I cannot proceed. I felt that the several people I spoke with at Gazelle where dismissive and did not really care about my situation. S did not receive my phone back in the working order I sent it to Gazelle in. Thier user terms and agreement states no where that this is a possibility ot that it is thier standard policy to discard sim cards and erase all existing data.

Desired Settlement: I would like to send my Iphone back to them and have it returned so that I can store music and other data on it. I do not really care about the phone or texting part of it because I have a new Iphone which was my whole reason for attempting to sell my old one to them. Or U would appreciate them sending me another usable device that I can download music from my computer on.

Business Response: Hi ***, I apologize for the dismissive tone you received from my team.  I will look up your transactions and address that with the individuals you spoke with.  As they indicated, for the privacy protection of our customers, we data wipe and destroy all personal information upon receipt of an item.  Typically you can get a SIM card at no cost from your carrier.  I would be happy to send you a check for $10.00 so you can find one and get your phone running again.  If this is acceptable please just let me know at *******@gazelle.com and I will have it sent out.  I appreciate your feedback.  *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle received an iphone in excellent condition which was working minutes before shipped. I shipped this phone the exact same day that I received my new phone. A couple hours later! It has been in their possession for 11 days and they want to reduce value of phone for it not powering on. My phone records indicated transmissions made before phone was boxed. *****, ****, said it could be the wrong phone and that they have thousands. She also said it may need to be charged. However, due to these excuses they want to offer $85 versus estimated $205. I don't want a phone back that they have has possession of for almost 2 weeks that is allegedly not powering on. This is very unsettling! I have screen shots of this communication with ***** as well!

Desired Settlement: PAYMENT IN FULL OF ESTIMATED $205

Business Response: With all offers we allow the customer to Accept/Decline - in which we will send the item back at no charge, or to re inspect.   Mr ***** asked us today to re inspect his item.   This item will be placed back into the charging stations and then re-inspected at which time we will either offer the original amount, or offer to send the item back at no charge to Mr *****. This process should take 2 - 4 business days. My team has assigned the request in our ticketing system.  Mr ***** can use the following number to track his request *************

Sincerely
***** ** ******
Director of Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: This phone was re-inspected and the customer was paid the original amount of $205.  See details below.

2013-11-01 14:06
SR*********** Paid

Payment has been issued for $205.00 via paypal. The following SRs were included on this payment: *************.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle ID: *************, Box ID: ************* - The first phone I sent in took 5 weeks to receive funds. Second phone sent in Gazelle ID: *************, Box ID: ************* Gazelle won't compensate me at the agreed amount nor will they return the I-Phone as requested in writing.

Desired Settlement: I-Phone to be returned or payment made at the agreed price.

Business Response: I am sorry you are having the experience you explained in your complaint.Regarding your current offer.   It seems your phone had a password lock that prevented us from inspecting your phone.  It looks as though your responded and we attempted to inspect your phone but found that per Apple your phone is still Active on your iCloud account.  To protect your privacy we will not release a phone for processing unless it is clear of all personal information. I see that you have been in touch with my Customer Service Team and they have sent you the link describing how to deactivate your phone from your iCloud account.  We allow 30 days for you - protecting the value of your original offer - to delete your phone from your iCloud account before we automatically send it back.   In contrary to your last interaction with my team, you can get your phone shipped back to you - free of charge - instead of deactivating your phone on your iCloud account.Unfortunately, I will be unable to process your phone for the original offer price as it is still active.  Should you deactivate it I would be happy to honor the offer price plus $10 for the trouble of doing so, or I can have it sent back to you within the next few days.Please let me know how your would like to proceed.  At Gazelle, we do everything we can to protect your privacy and want to make sure every precaution is made to make things easy.  I am sorry it didn't work out this time.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle my phone (iPhone 5c pink for sprint), using their pre-paid label on 10.25.13 which was a Friday, there was some sort of delay between Gazelle and **** because although it should've showed it was delivered on 10.28.13, which was on a Monday, it actually showed that it arrived into Lexington, KY that day, just never showed as delivered until like Weds the 30th of October. So Gazelle posted they received my phone on October 30th 2013. They have a guarantee to have customers that send in their phones paid within 5 Business Days, via ****** as I requested. So I would like my funds sent to my ****** account as promised, in the amount of 295.00, after reading other reviews from customers on this site, I see that I am not the only one with this problem. I sent this phone to them for a few reasons, 1. I thought I could trust this transaction between myself and Gazelle. 2. I have bills that I planned to pay in a timely manner, and was believing they were fast. Again, my phone was brand new never used in box, they quoted me 295.00 for it, and that's what I now expect to see ASAP!

Desired Settlement: I want the 295.00 that Gazelle promised me for my iPhone 5c to be sent to my ****** account, that they have on file ASAP!

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle.com 2 iphone 4's. They were checked in but only 1 iPhone 4 was paid out through their agreement. The payment was swift for the first phone but the second phone's payment never came in. I contacted their customer service 3 times. Once through an email and twice through customer service. They said it would take 3-5 days and they were backed up. I was ok with the fact that they might be backed up but after the 3-5 day waiting period I contacted their customer service again. They told me that they would put a reminder and I informed them that i would wait but i would also contact BBB to file a complaint. Nothing against the company, i think they ran smoothly in the beginning and i would do business with them again as long as i get my payment for my second phone.

Desired Settlement: Just so they can pay the amount that i'm owed which is per the contract $95 + 4.50 for the amazon upgrade gift card.

Business Response: Hi ******,We have several inspection lines where phones are un-packaged and sent for inspection.  Sometimes lines move faster or slower than one another, and if a phone needs charging, or has a different exception, then a phone can be delayed even longer.  I am sorry my team was not able to tell you what status your second phone was in with regard to processing.  Using experiences like yours, we have started working on better status updates for both our customers and my reps, so we can better predict when a phone will be paid out.I looked at your records and it looks like your phone was  inspected and paid our on Saturday.  (See Below)  Since you selected Amazon you should have already received your claim code.2013-11-09 17:28 ************* PaidPayment has been issued for $99.75 via amazon payment. The following SRs were included on this payment: *************. Amazon claim code.Again, I apologize for the delay in processing your second phone.  As with your first phone we work hard to process things quickly, however with the extreme volume given the Apple launch some of our processing times are longer than we would like.Please contact me directly if you need anything else.*****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in my ******* ****** Note to Gazelle.com under the impression I would be paid 95 dollars for my used phone. When I sent in the phone I sent it in the original box, operators manuel, 2 batteries, an extra battery charger, a phone case, and ear buds. The company recieved all of the items and determined that the phone was not the model that they were willing to pay 95 dollars for, and that left me with one of two options. The first option was to just have gazelle.com keep my phone and recycle it. The second option was to have the phone returned to me. I chose the second option ( have the phone returned to me) I was under the impression that when the phone was returned to me it would come back with everything else. I was wrong. when I recieved the package all that was inside was the phone. I called customer service just to be told that in the terms and conditions I agreed to, stated that any accessories send with the phone would be almost immedately recycled. I have reviewed the terms and conditions and I could not find anything in there about my property being recycled. If they would have payed me 95 dollars for my phone I then would have been happy to recycle the unnessary accessories; however, I now plan on selling the phone to another party but I dont have everything to sell.

Desired Settlement: I would either like every item returned to me in the same condition I sent it to them in or I would like to be paid the cost to replace ecah item.

Business Response: Hi *****, I regret the experience you had with us.  While we do verify model from what is indicated to what is received and confirm the condition, we do - as you indicate allow you to Decline and offer and send you phone back.  And yes - we should be able to send you everything you send us.  I am authorizing my team to pay you out at the original $95 as we can do better than to just say sorry and leave you with less than what you started with.  I apologize for the experience and hope you give as another try next time.  Please contact me a *******@gazelle.com and I will get things going.  *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: October 11, 2013, I received a email stating a check in the amount of $ 325.00 was mailed today and that it would take 7-10 day for me to recieve it. October 28, 2013, I emailed Gazelle with my concerns of no payment received with no response. October 29, 2013, I chatted online with Gazelle and they said that as of October 17, 2013 the check was not scanned at the post office and they would stop payment and re-issue payment to my paypal account. October 31, 2013 , I received a email form Gazelle stating my money will be processed into my paypal account with in 24-72 hrs. November 5, 2013 No money was transferred into my paypal account not has there been a email or phone call from the company.

Desired Settlement: To get my refund in the amount of $ 325.00

Business Response: Hi,  Unfortunately when we have a check that has not been received by it's owner we need to place a stop on the check to make sure it doesn't get cashed by someone else.  This process can take up to 5 days.  I checked our payment system and your payment should have been posted to your Paypal account.  See details below

2013-11-06 06:03 SR*********** PaidPayment has been issued for $325.00 via paypal.

The following SRs were included on this payment: SR***********.  Should you have any other issues, or do not see this show up in your account by 11/7  please let me know.  *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in my used iPhone 5 cell phone to gazelle.com they emailed me saying they would give me $290.00 for the used device. I got cofirmation from them saying they received the phone and would send me the money through pay pal. I also emailed them asking where my money was and if they could please send me a check instead because I had not received payment. I would like my check for $290 from them.

Desired Settlement: I would like them to send me the check for $290 that they owe me.

Business Response:

As the customer indicates her phone was processed and paid out via Paypal (the payment method selected by the customer on her offer)on 10/3.   This claim went "Unclaimed" via Paypal and we have cancelled this transaction and received notification that it has been cancelled via Paypal.  Typically once we post payment, customers need to claim the money by working with Paypal.  Since we have been able to intervene and successfully cancel this transaction, we will have a check cut and mailed priority mail to the customer.  This check should be received by 11/11.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent two iphones (one iphone 3Gs and one iphone 5) in to Gazelle going on two weeks ago. I received an email from them on 10-25-13 stating my box had been received. I have received nothing else from them since. I first contacted Gazelle via live chat and spoke with ********. She stated she saw where my phone had been received but didnt know why I had not been contacted. She said she elevated my order and a supervisor would be contacting me in 24-48 hrs. That was on 10-30-13. Late on 11-01-13, I realized I had not heard from anyone so I called Gazelle customer service. Again, they stated they saw where they were in possession of my phones, but that they were not out of their service time yet and I would be getting a call from a supervisor. It is now Tuesday, 11-05-13. I have heard nothing from a supervisor, I haven't received an email, I have had no communication from Gazelle whatsoever. I contacted Gazelle via live chat, AGAIN, and talked to *******. He could tell me absolutely nothing. He said he saw all of the notes from each time I had contacted them, but he had no idea why a supervisor had not contacted me yet. He offered me no resolution at all. He only repeated that my claim had been escalated and a supervisor should be calling me.

Desired Settlement: I would like Gazelle to let me know what is going on immediately. Also, I either want them to honor the offer they made me or return my phones ASAP.

Business Response: Hi ***, I apologize for the delay and more importantly the lack of response from my team.  I check your order today, and sometimes with multiple phones sent in they can travel down different inspections lines and end up being inspected at different times.  Specifically with phones sent in one box, and order will travel to an escalation team to make sure it is handled appropriately.  Unfortunately my team has no insight when this happens.  Something we are currently addressing with our Operations Team, and thus the reason no one could tell you exactly where your phones were.  As well, your inquiry for escalation was live and pending, my staff just missed it as an escalation.  I am addressing that with them separately.   I personally contacted our Operations staff to find your phones and have them inspected.  If you haven't gotten an email already they have passed through the process and are ready to be paid out.  I would like to at $20 to your transaction - $10 per phone for the delay.  Sometimes we just don't get it 100% right and we need to do better.  Again I apologize for your experience and hope you will give us a try again in the future.  *****

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

I would like like to state that at this time I have not received any emails from Gazelle letting me know the status of the phones. All I have is the email from the Boston team that was sent via BBB website. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle has had my phone since 9/25/13. Today is October 8th. The phone has been received, but not processed. I contact the online help to get an update on the status. Every time I contact Gazelle I hear the same story. The issue has been escalated and I will hear back in a business day. I never hear back. I try to contact someone on the phone, but was on hold for an hour before getting to a voicemail. This is not the way to do business. My friend sent in his phone a week after mine and got paid 3 days after receipt I believe my phone is either lost or stolen, but they wont tell me.

Desired Settlement: I should be compensated for my time and frustration dealing with this issue.

Business Response: To whom it may concern:  We apologize for the delay.Payment for the device in question was processed on October 11, 2013 and funds were transferred via PayPal to: ********@aol.comWe appreciate your patience with this matter and your continued support.

Sincerely,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle.com requested that I send my Iphone as I wanted to sell it to them. They received the phone and I never was paid the $200 or the referral fee because I also referred my mother. The website customer service provides only chat and they never help me, it falls into some big black hole. I have communicated at least 8 times and nothing. I still have no check and they have stolen my phone!

Desired Settlement: Overnight my payment so that I have to sign for the check, as they are just running me around at this point, or return my exact Iphone.

Business Response: To whom it may concern:  We are sorry to hear that the check payment has not arrived.We will be more than happy to assist you further with the matter.Please contact our Payment Specialist in our Customer Care Department at 1 (617) 830-7283.

Sincerely,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Gazelle concerning selling my iphone4 and was quoted the price of $160. I then sent my phone in and was told that they were assessing my phone and would get back to me. I then received an e-mail stating that they were only giving me $85 and gave me no reason why this price was given instead of the $160. I then requested my device back and was told that they had already processed my payment and that the device had been recycled and i then called gazelle and left my phone for someone to call me back and my phone was never returned.

Business Response: To whom it may concern:  We apologize for any confusion.All trade-in offers are based on manufacturer, model, storage capacity, cosmetic condition and functionality of the device assessed.In this particular case, the device under discussion was presented as an Apple iPhone 4S 16GB (Verizon). All Apple products have a unique Apple Serial Number and the one associated with the transaction in question had the following Apple Serial Number: **************This is information is verifiable by contacting the former wireless service provider and/or by referencing the documentation provided when the device was first purchased.

The Apple Serial Number and/or MEID identifies the device as an "Apple iPhone 4 CDMA (8GB)" which is a model preceded the 4S (storage capacity is also smaller).As indicated in our Service Terms, in the event that an offer is revised an e-mail will be sent to end user indicating the reason for the offer revision and all users are presented with the options of accepting or declining the revised offer.If during the course of 5 consecutive days the revised offer is not declined then the system will proceed to auto-accept at the new offer price.We hope that this sheds light on the matter.

Sincerely,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle gave me a quote for $160.00 for my iPhone 4S so I sent them the phone in one of the boxes they supplied. What was odd to me was that the box was clearly labeled GAZELLE so anyone who sees this package can assume that a electronic device is inside which I don't think is a good idea. The package arrive at there facility I received a email saying that they are rejecting my phone and that they are sending it back. Interesting because that phone is in perfect working condition and I have pictures to prove it. Gazelle sends the phone back by fedex with no signature required. Yesterday was 10/10/13 which is the arrival date as per fedex and no package was delivered. I called gazelle numerous times yesterday then left a voicemail no response I called today and it's the no response. I just need someone to help me understand why they would send something of value with no signature required I'm baffled by this companies way of doing Buisness.

Desired Settlement: Replace/payment

Business Response: To whom it may concern:  We appreciate Mr. ********'s feedback and we will keep your suggestions under consideration.The device under discussion arrived at our facility on September 30, 2013 and as part of our inspection process on October 1, 2013 the Electronic Serial Number was checked with the Wireless Service Provider (Sprint) to ensure that it was clean for activation.Apple iPhone 4S 16GB (Sprint)IMEI/ESN: **************Unfortunately, the device did not meet our fitness for sale as per Sprint records the device had been reported as lost/stolen on October 1, 2013. The device was immediately returned to sender via FedEx Tracking Number: ***************The package had been mis-delivered by FedEx on 10/10/2013 but subsequently rectified by rerouting it to correct delivery address. The package was successfully delivered on 10/11/2013.

**** ******** ** * **** St *** ****, NY ********** We are sorry that the outcome of this transaction was not as anticipated.

Sincerely,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent a Black Apple IPad 4th generation 32GB with Wifi and a White Apple Iphone 4s 16GB to Gazelle. Both totalled $1368.58, I sent these products in the containers that Gazelle sent me. I was told I would get $325 for the Ipad and $200 for the Iphone. Several weeks went by and I heard nothing from Gazelle or received my checks in the mail. When I called Gazelle on 9/03 at 9:21am they informed me that they did receive my products on 8/26. I was told they would make sure that a check was sent out since it was well past due for payment. I waited until 9/09 at 10:03am before calling them back to see why I had not received payment yet. They again told me that my product was received and they would look into why I had not been sent payment. I received a call later that day. The representative told me that they never received my products and that they were looking into the matter. I was told that I would receive a call back which I never received. To this date I have not received payment, and they are now telling me they never received my products after two representatives stated they did receive my products. I am not sure why I was told they received my products then weeks later told they did not.

Desired Settlement: I just want either my products back or my money.

Business Response: To whom it may concern:We apologize for the confusion that surrounded the status/processing of the mentioned devices.The matter is currently being investigated and we are confident that it will be resolved in the next 1 to 2 business days. 

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This matter has been "in review" for over a month now. I have been assured that people would be contacting me and I have heard nothing. I have tried to work with your team. I have been promised results and that things would be taken care of. I have even contacted the post office myself. It seems that I have gotten nothing but empty promises and phone calls that have not been returned. I wish to only get my money or my products. That is all I ask of your company at this time. I am not asking for more then I was promised. I would like the $525 or the products returned. I am not asking for compensation for my time or the wait. I am not asking for more for the suffering or inconvenience.

Business Response: To whom it may concern: Two check payments for the devices under discussion have been processed and mailed. Please allow 4 to 7 USPS working days for delivery. All checks are mailed from our Check Processing Center in Washington state. We appreciate your patience with this matter and continued support.

Sincerely,
 **** ********
Customer Care Manager
Gazelle, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I used gazelle services to sell my iphone 4 for cash. After a week of waiting I received an email that my phone/shipping box was received and reviewed but no phone was inside. They also added it looks untampered with as if I sent an empty box. They didn't offer to help show any concern or return my calls. I did send in a phone and I feel as If I'm a victim a company trying to keep my phone. I used the live chat to see what's the issue and they were not of any help. I even told them to just return the phone because I know they have it and they would not comply. I want either my phone or the $60 quote I was offered.

Desired Settlement: Either my phone or the money. After all this I'd rather have my phone back.

Business Response: To whom it may concern: We apologize for the confusion that surrounded the status/processing of the mentioned device.The matter is currently being investigated and we are confident that it will be resolved in the next 1 to 2 business days.

Cordially,
**** ******** Customer Care
ManagerGazelle, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The issue still has Not been resolved. This is the same run around I get using their customer service. Until its resolved I'm not satisfied.

Business Response: To whom it may concern: Payment in the amount of $60.00 has been processed and funds will become available at end user's PayPal account (****************************) in the next 24 hours.We appreciate your patience and continued support.

Sincerely,
**** ******** Customer Care
ManagerGazelle, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my iphone 4 into Gazelle some time late September. It was approved right away and I was sent an email stating I would receive a check for $115 in the mail within 7 - 10 business days. The check was coming from WA state, where I live. So after a week of waiting for this check I knew something was up. I made contact numerous times (chat option and calling in) where they kept telling me someone would look into it and assured me the check was still coming. By October 10th I called back in to let them know I still had not received payment. They then let me know that the check has been returned to them a few days prior. NO ONE bothered to let me know despite the fact that I had made contact many times to get this payment. Fast forward five days, I have called emailed and chatted only to be told they will "escalate" the issue. Finally I decide to make a paypal so they can just drop the funds in that way. I get an email this morning stating they have placed the funds in Paypal and they will be available after 4 hours. The email Goes on to say that if the funds are not there that I need to call PayPal directly. Of course I get home and still no funds are there. I call paypal two times to check and paypal lets me know that NO payment was ever made by Gazelle to me. I contact Gazelle again letting them know how mad and how much time they have wasted for me. ALl they tell me is that again they can "escalate" my issue... meaning they won't get back to me for a week only to let me know they will escalate my issue again. this business is a total fraud, they lie to you and take your products and never plan to pay you - only put you through the ringer wasting time day after day. Gazelle owes me $115 for the phone plus reimbursement for the time I have spent trying to recover these funds.

Desired Settlement: Gazelle owes me $115 for the phone plus reimbursement for the time I have spent trying to recover these funds. Also, the company needs to get it together - no one seems to know what they are talking about over there.

Business Response: To whom it may concern:  We apologize for any confusion.We have confirmed that the payment was re-issued on 10/15/2013 to the PayPal account "*********@ZAGMAIL.*******.edu "  The PayPal transaction ID is: # *****************.  Again, we are very sorry for any frustration you may have experienced and we truly appreciate your continued support.

Sincerely,
**** ********
Customer Care Manager
Gazelle, Inc.

Consumer Response: Thanks to the BBB, this issue was finally resolved. Thank you! 

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent two phones to gazelle one was an iphone 4 one was an iphone 5. The offer they made was not enough for me to sell my iphone 5 to them so I requested it back. They sent the iphone4 back marked as iphone5 and have yet to send the iphone5 back to me. I have sent several emails to them they do not respond, also there is no way to contact them by phone. I either want my phone back or $400.00 to replace it !

Desired Settlement: either return MY iphone5 not some other persons phone to make up for the fact I think they lost mine or I want $400.00 which is on the low side of what the phone is selling for

Business Response: To whom it may concern:  We received two devices as indicated by ***** ****.

MEID: ************** iPhone 4 CDMA
MEID: ************** iPhone 5

The original offer made for the iPhone 5 was $300.00 but the communication for an offer revision due to actual cosmetic condition was for the iPhone 4 which was the item returned but had been mislabeled as the iPhone 5.  A PayPal payment honoring what was originally offered for the iPhone 5 ($300.00) was processed on September 23, 2013 and sent to: **************@gmail.com

We apologize for any confusion and encourage Sarah to please check the PayPal account associated with the e-mail: **************@gmail.com

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i sold them an iphone 4 8G, and an iphone 4s 16G, shipped both in the same box, each wrapped with their own receipts...box was recd and open on 9/17/2013. Gazelle processed the iphone 4 8G for $65.00 but when i did a live chat with the company i was told since the phone are different they will b checked by 2 different departments. I received and email on the next day that the8G was checked and the 65.00 offer was being sent to me in a form of a check...i have been on the live chat that thursday and friday (9/19 & 9/20) and each time it was told to me that it will b escaleted to the manager. today 9/23/2013 i have done another live chat and was told nothing shows the other iphone, the rep asked me AGAIN if i want them to escalete the issue....."of course" i said and also let the rep know that someone was suppose to contact me by email about this issue. Now i have to wait another 24-48hrs for an answer....

Desired Settlement: im looking for what i was quoted...$150.00

Business Response: To whom it may concern:  We apologize for the confusion that surrounded the status/processing of the mentioned Apple iPhone 4S 16GB.  A check payment in the amount of $150.00 was processed on 9/27/2013 and mailed to:

******** ** ***************
***** ** **** Ter Apt ****
*****, FL *****

We are confident that the check has arrived by now and we appreciate your patience with this matter.

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle advertised $115 for a good condition iPhone 3 (16G). I sent them a better than good condition iPhone 3 (16G) with SIM and restored the phone to it's original setup. I receive an email a week later saying that the offer has now changed to $10. I didn't bother disputing the new offer and requested my phone be sent back to me. When I get the phone back, the SIM has been taken out, which they claim is for protection purposes and that it states this information in the packing slip. I read the steps carefully and did not see "Take out SIM" especially on an iPhone where you can't even open them up without a special screw driver (Hence I cleared the phone just to be safe). If you do send them your phone, please take out the SIM and don't be surprised if they offer you $105 less than advertised.

Desired Settlement: I would like them to send me a new SIM.

Business Response: To whom it may concern:  We apologize for any confusion.The second generation of iPhones known as iPhone 3G were discontinued on June 7, 2010 and its highest supported operating system is iOS 4.2.1. The device despite its cosmetic condition and functionality has depreciated considerably given the number iPhones that have succeeded it. We suspect that the mentioned advertisement may be from a different company that a similar business model as Gazelle.Once a device arrives at our inspection facility SIM cards are recycled responsibly and end users are encouraged to remove them prior to shipping. We are confident that the former service provider will be able to assist with a new Subscriber Identification Module (SIM) with the owned device.

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 09/28/2013 I mailed my iPhone5 to Gazelle. It was last scanned by USPS on 09/29/2013 to be delivered by 09/30/2013. The device is unable to be located by anyone in the USPS. If Gazelle does not receive the device that i mailed back in the packaging they provided i am out $340. I find this unacceptable none of their customer service representatives are willing to help. The only thing they will say is that if it does end up being delivered that they will honor the post marked date. That means nothing if my package is lost. So because someone either stole it from the USPS or lost it i have to take a loss of $340. This would be the 6th device i have sent them no issues in the past. Even with my record they still will not provide any assistance or even open a claim for me.

Desired Settlement: Payment that was agreed upon of $340 and a call from some kind of manager or supervisor in the company so that hopefully they can explain to me why their staff refuses to do anything about my situation.

Business Response: To whom it may concern: We apologize for any delay. The device in question has been processed and as of October 7, 2013 a PayPal payment in the amount $340.00 has been sent to the e-mail address associated with the PayPal account: **********@gmail.com We appreciate your patience and continued patronage.

Cordially,
**** ********
Customer Care Manager Gazelle, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: gazelle is a lie. I got an offer for my iphone 4s 16gb of 80 dollars and i got an offer on my itouch 64gb of 200 dollars. i agreed to these offer and they sent me out the box for them. i didnt receive a box i received an envelope to send in my itouch and my iphone to them. in return they told me they were broken and they will get rid of them for me and i wont receive any money for my iphone and my itouch. so when i called them and asked them why i am not receiving any money and to have my itouch and myiphone returned to me they proceeded to tell me they will not pay me nor send back my items and my items are now theirs to do what ever with.

Desired Settlement: i want them to replace my itouch 64gb and to return my iphone 4s 16gb if not to pay me 280 dollars like they agreed to pay me before

Business Response: To whom it may concern:  Our offers are presented based on the information provided such as: manufacturer, model, storage capacity, functionality and cosmetic condition. 01. An offer of $125.00 was presented for an Apple iPod Touch 5th Generation 64GB in good working and cosmetic condition. This model was released by Apple on October 11, 2012 and distinctively connects USB via Lightning connector. Upon arrival the model was verified and identified as an Apple iPod Touch 4th Generation 64GB originally released by Apple on September 1, 2010 and distinctively connects USB via dock connector. While the device appeared to be in good functional condition the screen exhibits wear and tear above average (dead pixels) given the period of time that it has been use therefore, our offer was revised based on the concrete findings with the option of having the device returned as it is the case when an offer is revised with specific reasons. 02. An offer of $80.00 was presented for what was presented as an Apple iPhone 4S 16GB (Verizon) in broken condition. Upon arrival the model was verified and identified as an Apple iPhone 4 16GB (Verizon) which is an older model. The 4S model has dual processors and features that the 4 model does not have such as "Siri" (intelligent personal assistant) introduced when the 4S was released. Strictly based on the differences in models and features (4S/4) our offer was revised to $30.00 with the option of having the device returned as well. Both devices are currently on their way back and should Mr. ***** find that an error with regards to the actual model(s) was made, we will be more than happy to look into the matter further should the unique Apple Serial Numbers associated with each device contradict our findings.

Cordially,
**** ********
Customer care Manager

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

thats not what they told me and for the fact of the ipad touch it did work fine and i show the usps that it did indeed work and the screen lit up and you can see. but i did get the ipad back from them with a smashed screen and the frame was pulled apart. i brought it to idropped its a store that fixes apple stuff and they told me that the screen broke when gazzelle took it apart to look at it and they dont want to take blame for it. and i was wrong on the gen of the i touch but my iphone is a 4s and it did have ****. my wife has the same phone and in the same color.

Business Response: To whom it may concern:  We are very that the outcome for the transactions under discussion was not as expected by Mr. *****. As noted in our original response both items had been misrepresented in models and cosmetic condition which resulted in the revision of the offers triggered by the information provided when the transactions were created.  When presented with the offer revision for both devices, Mr. ***** opted to have them returned.  Both devices were returned via FedEx to the address where the items were sent from.

A. Apple iPhone 4 16GB (Verizon) was returned via FedEx tracking number: ********************** Actual delivery: Thur 9/12/2013 2:14 pm
B. Apple iPod Touch 4th Generation 64GB was returned via FedEx tracking number: *************** Actual delivery: Thur 9/05/2013 1:58 pm

Mr. ***** is encouraged to bring both devices to an Apple Store for a free assessment/diagnosis. We are confident that their findings will concur with ours.

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

i have not received my iphone 4s 16gb from gazelle.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently used gazelle.com to sell my used iPhone 4S. When I put in the details, I made it clear that the device is Broken and had serious physical damage. Gazelle promised $100 for the device. However, I am just now being aware that they made a change to the offer and gave me half of what was promised. I proceeded to contact Gazelle via there chat room and spoke to someone (name available upon request) about my grievance. When she looked into the details, she said that the reason why it was adjusted was because "the phone was in poor condition." When I chose the option depicting the device was broken and had serious physical damage, naturally, it would be known to all parties that the phone is in poor condition because it's broken and has serious physical damage. To Gazelle's credit, they sent an email regarding the adjustment, but I was not able to review the email until after the allotted time for a response had expired. During the allotted timeframe, I was away on vacation and had limited access to email. Gazelle never attempted to call me regarding the adjustment. Sending email correspondences, while convenient, isn't the best method of communication when it entails a unilateral adjustment that breaches an agreed upon contract.

Desired Settlement: When I filled out the details and chose the option depicting the phone as broken with serious physical damage, I was promised $100. Gazelle however proceeded in only giving me 50% of that amount without providing detailed explanation that goes beyond what was already known (that the phone was broken and already in poor condition). I believe Gazelle should know that when a device is broken and has serious physical damage, the device would already be deemed in poor condition. Knowing this, they should NOT ripoff there customers by offering $100 then upon confirming the device is broken with serious physical damage and in poor condition, turnaround and offer 50% less. I am curious to find out what the percentage of customers that choose to give Gazelle there business are initially offered a certain amount for there broken device only to have Gazelle turnaround to reduce the offer because "the device is in poor condition." Gazelle knows the device is broken!!!! How could the device be in good condition when it's broken and has serious physical damage?!?!?! In my opinion, this is an unethical business practice that increases the volume of business transactions driven by greed to nickel and dime customers to pad there bottom line. Knowing that the device was broken, I want them to honor there side of the agreement and pay the remaining $50 that is owed to me.

Business Response: To whom it may concern, We apologize for any miscommunication/confusion. The original offer of $100.00 was based on specific device model along with cosmetic condition. The offer revision was based not on cosmetic condition (which remained the same "broken") but model which had to be changed from ** to *. The serial number associated with the device under discussion is *************** which identifies the phone as an ***** ****** * (****) and not the succeeding model **. Ms. ****** is welcome to contact ***** and/or service provider to confirm that accuracy of this information.

Cordially,
**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In good faith I sent over my blackberry curve cellphone (From ******) with all working components and an outer box, when the company inspected my phone they said it had NO value for their purposes. Instead of returning my phone the exact same way they recieved it they stripped it then retuned it to me. No the phone may of not had any value to them but it did to me. The outerbox that I now have is too big for the phone and the original batter is gone. I wonder why a company that has an A+ rating would stoop so low as to strip and return a phone to a consumer so that they can no longer use it. I feel the money I will have to put back into the phone to have it work again is unfair. Taking what does not belong to you and not returning it is called "stealing".

Desired Settlement: I want my battery and outerbox for my ****** ********** curve returned to me immediately. The phone can be donated to a women's shelter in my community only if it work and has all the components it came with. By not returning my items you are preventing me from donating my old cellphone. I feel if you are as honest as you claim you will do the right thing and return my items. My outerbox had swirls on it the one you sent me does not. My battery was NOT blue it was silver. I do not like being lied to or cheated on I did not do that to you and I do not wish this on anyone. I want my merchandise back I paid for it. You did not!

Business Response: To whom it may concern,  We apologize for any inconvenience. It appears that the unsolicited accessories that were sent with the device had been inadvertently separated from it during the receiving process. We are in the process of issuing a supplementary payment in the amount of $17.00 in compensation for the missing accessories.  We are sincerely sorry for any inconvenience this may have caused and hope that our trade-in services can be useful in the future.

Cordially,
**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that if I mailed off my ******* 32gb phone that I would be mailed a check for $165 back during the month of June 2013. They are now saying that they have never received the item and I followed their mailing process exactly. This phone was in perfect condition as it had no scratches, cracks or other signs of wear seeing as I have had it in a protective case from the moment of purchase. There were also no functional problems with this device. i simply wanted to trade it in for an upgrade. I feel this company is pulling a bait and switch. I have dealt with this company before by sending in two other phones that were less technologically advanced but also in perfect condition and received my $35 as they had promised. I am now being told that I should have gotten a transmittal number from the postal service. Something I was never told regarding my first (cheaper) transaction and something that was never discussed regarding this more expensive transaction.

Desired Settlement: I want the money that is owed to me. The full $165 that was promised. I followed their protocol as prescribed and expect them to honor their word.

Business Response: To whom it may concern, It appears that there is a small confusion. Ms. ******* **** has two accounts registered with unique e-mail addresses. Account 1: ********@yahoo.com Account 2: **********@yahoo.com The correct transaction is under the e-mail address: **********@yahoo.com PS*********** SR*********** - Apple ****** * 32GB (AT&T or Unlocked) $160.00 + $8.00 ****** bonus. $168.00 total. 2013-06-05 > CREATED 2013-06-13 > RECEIVED 2013-06-17 > INSPECTED 2013-06-17 > PAID An ****** Gift Card was sent on 6/17/2013 to the following e-mail address used to create the transaction. That is: **********@yahoo.com If further assistance is required retrieving the Gift card please contact Gazelle's Customer Care at customercare@gazelle.com We apologize for any confusion.

Cordially,
**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold my phone to gazelle and received the check. I depostied the check into my bank account and over the weekend the check was RETURNED!!!! Gazelle has my phone and their money...I want payment re-issued NOW!

Desired Settlement: I want the money I was promised and I would like it in cash since their checks are NO GOOD!

Business Response: To whom it may concern,  We apologize for any inconvenience. All check payments issued on August 2, 2013 were inadvertently caught in a systematic glitch which resulted in the cancellation of all checks issued on that date.The original check amount was in the amount of $57.00 and as of August 20, 2013 a replacement check in the amount of $92.00 was processed and mailed to Ms. ****. We are confident that if it has not been delivered by now it will be in the next day or two.

Cordially,
**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently mail two IPhones one was in perfectly good shape they guaranteed me $180 for that one on July 17 2013. The other one had a crack on the front in they sent me and email saying they would pay me $30 for that one in I said ok that check was mailed July 25 in I received it on July 29,2013. I still have yet to receive the check for $180 every time I call are chat through to a live person I'm steady getting the run arounds in I'm sick of it they are blaming it on the postal service which is a lie because I received the check for thirty dollars already so its making sense to now she's saying that they are going to cancel that check n send me another one which can take up to seven to ten days in all customer service is saying is im sorry this is ** the customer service is a joke n I will not refer anyone to this company

Business Response: To whom it may concern:  We appreciate Ms. ****** for taking the time to express her concerns with the payment under discussion.

Indeed, we are as puzzled as she is as the first check payment in the mount of $30.00 was delivered by the United States Postal Service in a relatively short time frame.

The second check payment in the amount of $80.00 was processed and issued on July 17, 2013. As of August 5, 2013 we proceeded to place a "stop payment" on that check and re-issued it. All of our checks are processed and mailed from our Check Processing Center located in the state of Washington.

Our checks are mailed via first-class mail and unless it is requested they are mailed without tracking capabilities. We are certain that the recently processed check will be delivered in a matter of a few more days. We will keep a close eye on this matter and if the check is not delivered by Wednesday, August 14, 2013 we will contact Ms. ****** to see if an electronic payment method (PayPal) is suitable.

We are very sorry for any inconvenience this may have caused and please rest assured that are as eager as you to have this matter resolved. Our customers' satisfaction is our number one priority.

Cordially,
**** ********
Customer Care Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My issues with Gazelle are numerous, and cover a wide range of failures by this company. Failure to address, acknowledge, and to the best of their ability, remedy any one of these issues should be considered reason enough to remove their "A+" rating by the BBB. This company has failed, on multiple occasions, to provide any meaningful, knowledgeable support for my transaction involving the sale of three (3) cellphones, along with their respective batteries and chargers. The transaction number from Gazelle is *************, for reference. I will begin with the transaction. It was to be a simple process, as described by Gazelle: simply put the requested items into the provided box, seal the box, and ship it back to Gazelle. Unfortunately, things rarely go as easily as described, and this was no exception. I found out rather quickly that they would accept my HTC Sensation at the "flawless" level I had described it, but not long after that, I found out that the LG Optimus L9 I had sent them (the newest phone I had sent, and one that was still under manufacturer's warranty) would not power on, according to them. I had three options, I could a) let them recycle it for me and be paid nothing, b) have it returned to me, or c) submit a dispute with the assessment. At first, I thought I would file a dispute, but upon thinking about it a short while, I determined it would be best to have them return the phone to me. I did this because I surmised that whoever had handled my phone had either a) broken it, or b) not properly verified it. This did not give anyone at Gazelle the opportunity to double-check their work, and "****" at Gazelle was quick to inform me of this in a somewhat rude fashion (something along the lines of "If you want us to evaluate your phone, you need to wait long enough for us to do so, as now it's already been shipped back to you." I found it interesting that they would be unable to inspect the phone before shipping it back to me, as though their processes were completely divorced from each other and did not communicate in any way, and this made me even more secure in wanting to have my phone returned so that I could troubleshoot it myself. When my LG Optimus L9 arrived, I quickly opened the box to discover whether the phone was the same one I'd sent them (which it was) and that everything had been returned (which it hadn't). The phone showed up on Saturday, July 13th. I instantly saw that they had only returned the battery and the phone, not the charger, which they had requested from me. This prompted me to immediately seek a remedy from Gazelle, where I was able to chat online with someone named "********." As I was waiting, I tried to get the phone working and realized instantly why they had been unable to get the LG Optimus L9 to power on: they had been using one of the batteries from the HTC Sensation I had also sent them. (I had sent two batteries for both the HTC Sensation and the Blackberry Bold, but only one battery, the original, for the LG Optimus L9.) The reason I know this is because that is the battery they returned to me. Discovering this, I now have multiple grievances with the service Gazelle has provided up to this point, and multiple reasons why their rating should be lowered, should they fail to provide a level of customer service that fully addresses all these issues and the wasted time, and in my particular case, emotional distress caused by their horrendous handling of this transaction: 1) Why was Gazelle unable to match up the batteries to the proper phones? Had they done this, all three phones would have been found perfectly functional as described. 2) Why was Gazelle unable to determine they had the wrong battery for the LG Optimus L9? The HTC Sensation not only has HTC emblazoned visibly in the center, but it is about a quarter inch too small to fully fill the battery compartment of the LG Optimus L9. 3) Why did nobody catch this when I wrote them and told them that I found their assessment to be unlikely, given the state of that phone when I sent it? I may have requested they return the phone to me, but it sounds to me like that process involved whoever tested the phone at Gazelle initially was also responsible for packing and shipping the item back. It seems to me that there were multiple failures to practice due diligence throughout this process. 4) Why have I not heard anything from Gazelle for this colossal blunder of theirs? I contacted Gazelle on the 13th of July. In Massachusetts, their day is nearly over. It is 2pm EDT as I am writing this. The failure of this transaction is 100% the fault of Gazelle. I included a brief note letting them know why there were extra batteries, and which phones had multiple batteries. There is NO possible way they should have messed that up. 5) Why, when I finally explained the problem, did ******** in customer service keep making excuses for Gazelle? First, she seems to have a hard time grasping that they sent the wrong battery with the phone, and that it was their fault that it happened. After she accepted this, she made the comment that she was amazed they didn't mess up more often, given the volume of phones they handle each day. Then when I mentioned the charger, she told me it was not their policy to return chargers, only batteries and phones. Excuse me? It's not your policy to return the things that you REQUEST be sent, and that WERE sent, when the customer asks them to be returned? Finally, to address the emotional distress, I want you to know this isn't just me being upset that mistakes were made. Yes, I think Gazelle has massive holes in its processes that easily keep it from being an A+ rated business, but for me, it's a bit more than that. The LG phone belonged to my mother, who recently passed away. I used the LG phone to call 911 when my mother collapsed of a heart attack, because it was right next to her. After she passed away, I used that phone to contact the people close to my mother and let them know what happened. There are a lot of sad memories tied to that phone, in particular, and it was the SOLE reason I was looking to sell these phones, hoping that someone might get a good deal on a used phone that was kept in excellent condition. I could always have sold these phones myself, on **** or **********, if I'd wanted to go to that effort, but I simply wanted them gone, and if I could, to make a little money in the process. I thought Gazelle would be the perfect middleman for this, but obviously I was wrong. Now, even if I wanted to sell this phone, I couldn't because they didn't bother to return to me the items that went with the phone: the battery and the charger. All the packaging I had kept for these phones is gone, as well, further increasing my difficulty in selling this phone to another party. I feel Gazelle owes me a level of service far beyond that of the average disgruntled customer, because there is absolutely no reason they should have had any difficulty in processing ANY of these phones, including the LG Optimus L9.

Desired Settlement: I want multiple things to happen if Gazelle considers itself to be a top-rated service: 1) I want an apology for the numerous errors and poor customer service. To me, the quality of service is determined by how you handle your failures, and based on my experience, you do an extremely poor job at this. 2) I want you to purchase the LG Optimus L9 from me at the price you expect to SELL the phone for. As all these issues could have been prevented by a more conscientious, attentive, or trained person, this seems appropriate. I would expect the amount to be approximately double what you offered me ($114). I would also like paid postage and an assurance that if I send this phone in again, you will process and accept it. It was working when I sent it in, and it was packaged securely. Even without a battery, I can tell that it will power up once the proper battery is inserted (because of USB activity when it is plugged into a PC). 3) I'd like to see you do some investigation as to why this happened. It seems to me that if you had wanted/needed these devices to be separate, you could have included a little cardboard divider inside the box. If you are not going to provide a box big enough for the original packaging, you should at least provide some way to separate items rather than expecting the consumer to do so, especially if it results in operational failures like this. 4) Your customer service is weak. If you make a mistake, then you should RESOLVE the mistake. Sending me back the battery and charger that you SHOULD have sent me initially is NOT resolving the mistake, it's resolving an ADDITIONAL mistake. Resolving my issue would have entailed some sort of new offer being made on the phone, a LARGER offer, based on the acknowledgement that your failures caused a process that should have been simple to be quite arduous. That did not happen, and because I am STILL waiting on some sort of acknowledgement from Gazelle on their failure to include the proper battery and charger when returning the LG Optimus L9, I'm not sure ANY real resolution is taking place, currently. Make no mistake, you earned this complaint, and how you choose to address it will more than likely have a large impact on the image of your company going forward.

Business Response: To whom it may concern: The matter reported by Mr. ******** ought to be discussed via telephone. I will be reaching out to Mr. ******** via telephone in the next 24 hours to address his concerns with the transaction under discussion. We are confident that we will be able to reach a satisfactory resolution.

Cordially,
**** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I originally was going to sell Gazelle 2 phones. The first a iphone 4 in poor condition for $50. The second an iphone 4 in good condition for $135. I decided to only sell the second one in good condition. Gazelle received the iphone 4 16GB phone but e-mailed me and I was told I was only receiving $50 for my phone. That was not the correct amount! I'm dissastified with how Gazelle conducts business and would like to be compensated my for the full $135 they owe me.

Desired Settlement: Receive the full $135 Gazelle owes me or send my iphone 4 16 GB phone in good condition back please.

Business Response: To whom it may concern,  First and foremost, our sincerest apologies for the confusion as to how the item in question was processed. The matter was rectified as follows: On July 26, 2013, a check payment in the amount of $50.00 was processed and mailed. Subsequently, on July 29, 2013 an additional check in the amount $85.00 was processed and mailed to honor the full quoted amount of $135.00. Checks are mailed via First Class Mail from our Check Processing Center which is located in Washington state. We kindly ask Mr. ******* that if the second check has not arrived to allow until the end of the week for delivery.

Cordially,
**** ********  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to send my ipod to Gazelle to get money for the exchange. It was in great condition and good working order before I mailed it to them. I made sure it was working and packaged it well and when they received it they offered me $0 instead of the $28 because they said it didn't work anymore. This really puzzled me and it made me think that they broke it and just wasted my time in sending it. I also need to mention that I had emailed them regarding shipping postage many times before and their customer service was unhelpful. I probably tried to contact over 4 times, and some of the times I did not receive a response at all and other times they were somewhat rude. It is strange because I have used Gazelle twice in the past with good results both times, but their customer service as of now has really decreased, as well as their quality of service.

Desired Settlement: I sincerely believe they broke the ipod and I am requesting they refund the original offer of $28.00.

Business Response: We have investigated Ms. **** complaint and determined that we can better explain the process of sending an item to Gazelle - specifically when to expect a box or the need for a customer to send something in on there own.  We are updating our FAQs to better explain our process and will review the over all offer process for items under $30.00

Since the items were received and inspected with no viable physical damage to the device, but the fact that the Click Wheel was not working at the time of inspection - we believe the item was either broken prior to, or during shipping.  We have returned the device to Ms ***.

Because Ms *** was kind enough to outline her trouble with our process,s we will honor her request for the original quote of $28 for he iPod and thank her for her feedback.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a fairly new I-pad to Gazelle. The offer was for $300.00. I got an offer of $180.00. I agreed to that price. It was very early in the morning and after I agreed I saw they stated my i-pad was wi-fi only. It is data capable with AT&T. I went to their chat line and tried to explain to the person that it had AT&T Data 4G LTE. They stated they do not pay for upgrades. The IPAD came with the Data from AT&T. It is not an upgrade. That person finally agreed they would re-review the ipad. I got an e-mail this morning that they have sent me a check for $180.00. This is not acceptable as the ipad is data capable with AT&T 4G LTE. I took the sim card out and put it in the new one I purchased. The only reason I am selling it and got a new one is because the old one has the old power supply and it made it difficult to use in my car as I have the i-phone 5 with the lightning connector. I wanted to be able to use the same connector. They do not make an adapter. The i-pad was less than a year old and had the retina display. I have sold several old i-phones to Gazelle and that went OK. I sent the ipad in the original box which shows it as a WI-FIL + AT&T 4G LTE I-PAD.

Desired Settlement: To be paid as a WI-FI + AT&T 4G LTE Which should be $300.00 not $180.00 a difference of $120.00.

Business Response: To Whom It May Concern:
The customer created a transaction to sell the Apple iPad 4th generation 16GB WiFi + 4G LTE AT&T (*************) in Perfect condition on June 16th.  Based on the specific model of the device and of the condition, we provided a trade in value of $300.00.  Upon inspecting the device, we concluded that it was a different model.  We revised the trade in value to $180.00 based on the finding that the device was an Apple iPad 3rd generation 16GB WiFi. 

As per our Terms of Service, the customer was sent an email notification and asked to accept or decline the revised offer.  The customer was also provided an option to send an email to Gazelle’s team for further clarification regarding the inspection.

The customer sent us email and spoke with us on our chat service.  We have verified that there was an error during the inspection process and therefore we incorrectly revised the offer.

We have requested that a supplemental payment be sent out to this client for $70.00 for the Apple iPad 3rd generation 16GB WiFi + 4G LTE AT&T.   Based on the generation and capabilities of the device, we will pay the customer a total price of $250.00.

If the customer has any questions regarding the payment, we invite them to reach out to us via the email thread regarding the supplemental payment.

Cordially,
*******
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a fairly new I-pad to Gazelle. The offer was for $300.00. I got an offer of $180.00. I agreed to that price. It was very early in the morning and after I agreed I saw they stated my i-pad was wi-fi only. It is data capable with AT&T. I went to their chat line and tried to explain to the person that it had AT&T Data 4G LTE. They stated they do not pay for upgrades. The IPAD came with the Data from AT&T. It is not an upgrade. That person finally agreed they would re-review the ipad. I got an e-mail this morning that they have sent me a check for $180.00. This is not acceptable as the ipad is data capable with AT&T 4G LTE. I took the sim card out and put it in the new one I purchased. The only reason I am selling it and got a new one is because the old one has the old power supply and it made it difficult to use in my car as I have the i-phone 5 with the lightning connector. I wanted to be able to use the same connector. They do not make an adapter. The i-pad was less than a year old and had the retina display. I have sold several old i-phones to Gazelle and that went OK. I sent the ipad in the original box which shows it as a WI-FIL + AT&T 4G LTE I-PAD. I

Desired Settlement: To be paid as a WI-FI + AT&T 4G LTE Which should be $300.00 not $180.00 a difference of $120.00.

Business Response: To Whom It May Concern:
The customer created a transaction to sell the Apple iPad 4th generation 16GB WiFi + 4G LTE AT&T (*************) in Perfect condition on June 16th.  Based on the specific model of the device and of the condition, we provided a trade in value of $300.00.  Upon inspecting the device, we concluded that it was a different model.  We revised the trade in value to $180.00 based on the finding that the device was an Apple iPad 3rd generation 16GB WiFi. 

As per our Terms of Service, the customer was sent an email notification and asked to accept or decline the revised offer.  The customer was also provided an option to send an email to Gazelle’s team for further clarification regarding the inspection.

The customer sent us email and spoke with us on our chat service.  We have verified that there was an error during the inspection process and therefore we incorrectly revised the offer.

We have requested that a supplemental payment be sent out to this client for $70.00 for the Apple iPad 3rd generation 16GB WiFi + 4G LTE AT&T.   Based on the generation and capabilities of the device, we will pay the customer a total price of $250.00.

If the customer has any questions regarding the payment, we invite them to reach out to us via the email thread regarding the supplemental payment.

Cordially,
*******
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent in a galaxy sii phone by samsung. They agreed to pay me $80. The phone was brand new. Never been opened. The box also contained a battery that was brand new, never been opened, still in the plastic. They emailed me back sometime later and told me the volume control on my BRAND NEW NEVER BEEN OPENED phone would not work and they would not give me anything for the phone but I could recycle it or have it sent back to me. I chose to have it sent back to me. When I receive it back, the phone was disgustingly dirty, no plastic, and no battery. I have now been dealing with ******* from Gazelle who finally agreed to give me $50 for the my trouble and the batterry if I just sen the phone back to her. They received the phone back Monday, April 8th. I have not received a pay pal refund yet. They are scam artists. they break or lie about whatever you send in so they can just keep your property and resell it for a huge profit.

Desired Settlement: I want the original $80 I was promised. You have my phone (again) and I want what you promised me in the first place. I have spoken with ******. There is absolutely nothing worng with the phone they sent me that I in turn sent to you. Give me my rightful refund or see you in court.

Business Response: To Whom It May Concern:
We have been in communication with the customer regarding the condition of the Samsung Galaxy S II / Epic 4G Touch SPH-D710 upon the return to him.  When we received the device, we found that it was in fact in a different condition than what was previously indicated online.  As such, the condition and associated trade in value was lowered.  Per our Terms of Use, whenever an offer is lowered, the customer is provided an option to accept or decline the new amount.  As the customer declined the new amount, the device was returned to him.  

As stated in the original email inquiries to our Customer Care Department, the customer was not pleased with the condition of the returned device.  As we have no note of the item being damaged in shipping, we do not believe that this issue occurred during the original shipment.

However, we value our customers trust highly and therefore we have agreed on a $50.00 payment with the customer.  As the device has been returned to our facility, we have issued a Paypal payment of $50.00.  

If the customer is unable to access the funds, we ask that he contact us.

Cordially,
*******
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I want a $200 refund for the price of my phone.  Sprint sent the phone to me in perfect condition.  I never opened the phone.  It gets sent back to me dirty, missing a battery, and scratched.  I am prepared to move forward with litigation if I am not refunded.

Business Response: To Whom It May Concern:
We value our customers trust highly and therefore we have agreed on a $50.00 payment with the customer.  As the device has been returned to our facility, we have issued a Paypal payment of $50.00 per our agreement with the customer outside of the Better Business Bureau portal.

As stated in the original email inquiries to our Customer Care Department, the customer was not pleased with the condition of the returned device.  As we have no note of the item being damaged in shipping, we do not believe that this issue occurred during the original shipment and therefore have issued this payment as a customer care gesture.

Cordially,
******* **********
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

They broke the phone.  Period.  They now need to resolve this issue.  The phone is worth several hundred  $50 is not going to cut it.    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: gazelle offered me $429 for my mac pro. i was given a label and i brought the mac pro to fedex who helped me pack the computer in perfect condition. now gazelle has decided to only pay me $21. this is an absolute bait and switch and i am livid.

Desired Settlement: honor the original offer.

Business Response: To whom it may concern:
This matter was successfully resolved with Mr. ***** ***** on June 10, 2013. We have spoken with Mr. ****** since then and he is pleased with the resolution reached.

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I've recently just sold my phone to Gazelle about a month ago. They said that they were going to be mailing me my check weeks ago and I still haven't received it yet. In addition to that, they are only offering me 70.00 for a brand new Android razr that I only had for two weeks. Android Razr are sold in the store for 100 dollars and more. They even said that they were going to expedite my check and I've been waiting for several of weeks now. I've arranged to make payments with the money they offered and its just putting me in a bigger hole because I haven't received it yet. If I can't receive the check anytime soon, I would like to get an additional amount of funds for the wait or my device back.

Desired Settlement: I would like to be paid additional funds for the wait because I don't think its fair that they keep telling me my check is on the way when I've been waiting several of weeks.

Business Response: To Whom It May Concern:
The customer created a transaction on May 2nd to sell a ******** DROID RAZR MAXX HD XT926 in Perfect condition for $248.00.  When we inspected the device on May 13th, we found that it was in fact a ******** Droid RAZR XT912.  In addition, the device was not in perfect condition but in fact showed signs of wear and tear with scratches and scruffs on the screen and housing.  Due to the condition and the model change, the offer was revised to $60.00 plus an additional $10.00 for a promotional code.  As set forth in our Terms of Service, the customer was notified of the revised offer and asked to accept or decline the new amount.  The customer accepted the new amount of $70.00 on May 13th.  The payment was issued via check on May 14th to the address listed in the account. Unfortunately, the customer had listed the payment address in the account without a first and last name listed in the line “Recipient Line 1”.  The address was originally supplied as written below:

**** ********* Road Apt **
**** ********* Rd Apt **
********** NC **********

The customer contacted us regarding the delayed payment.  On May 28th, we placed a stop payment on the original check.  In order to prevent check fraud, we must wait 5 business days before a new payment is issued after a check is canceled.  The check payment was issued on June 4th and was sent via USPS Priority mail with the tracking number **********************.  The tracking number for the USPS Priority shipment shows that the check was delivered on June 7th.

We sincerely apologize for the delay with your payment.  Please let us know if there are any additional issues regarding the check.

Cordially,
*******
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Isent my cell phone to gazelle because they offer to pay $110.00 for it they then offer o I spoke with a guy ***** who said the phone was reclyed I ask what that means and he hungup Icalled and a ***** said she would check on the phone she said it was recyled I ask what that she said it was sold for parts or whole I said I want paid she said not because it was reclyed. Icalled and talked with ***** again He said this happens to 100s of people they stold my cell phone and many more and you give them a good ratting?

Desired Settlement: my phone back or money this phone is only 6mos old and works like new it cost $259.00

Business Response: To Whom it may Concern:
The customer created a transaction on 2/25 to sell us a ******* ****** * ** ******** (*************).  Based on the perfect condition that the customer indicated the device was in, we provided an offer price of $116.00. When we inspected the device on 3/7, we found that the device was in fact an unsupported model.  The device, a ******* ********** ********, is not a device that Gazelle currently purchases.  Due to the model change, we revised the offer to $0.00.

Whenever an offer is lowered, Gazelle will notify the customer several times via email asking them to respond to the offer revision.  The customer will have the option to accept or decline the revision.  If no response is made by the customer, the revised offer is automatically accepted per our Terms of Use.  Our records indicate that the customer accepted the revised offer of $0.00 on 3/8.  As such the device has been recycled and no payment can be made.

Whenever an offer is accepted, the customer releases the rights to the product and passes the title to Gazelle.  Unfortunately, we cannot retrieve the device for it to be returned to the customer.  

For the customer's convenience, I have supplied the specific sections of our Terms of Use that is applicable to this complaint:

Terms of Use, Section 10: Recalculated Product Offers after Inspection.
"In the event Gazelle recalculates the offer it provided for the Product after it has been received and inspected, as described above, you shall have the option of accepting or rejecting the new offer. If you accept the new offer, you will be paid in normal course and in accordance with these service terms. If you reject the new offer, Gazelle will return the Product to you at the address from which it was originally sent. Gazelle will give you a period of five (5) days after Gazelle presents you with a recalculated offer via email at the address you provided to accept or reject the new offer (the "New Offer Period"). Gazelle will also remind you of the outstanding new offer one or more times during the New Offer Period. However, if the new offer is neither affirmatively accepted nor rejected by you during the New Offer Period, the new offer will be deemed to have been accepted by you and you will be paid the new offer price in the normal course and in accordance with these service terms. For the avoidance of doubt, your acceptance of the original offer and/or any new offer is final and you may not change your mind later about accepting such offer."

If the customer would like more clarification regarding our service terms, please contact us at customercare@gazelle.com.

Cordially,
*******
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I want my $259.00 cell phone back that gazelle stold or cash . Gazelle will not let you post any comment about the co. they have stold 100s of cell phones this way    

Business Response: To Whom It May Concern:
The majority of products that are sent to Gazelle match the model and condition that was originally indicated online by the customer.  As such, the vast majority of transactions are quickly completed without any offer revision needed.  Unfortunately upon inspection, we found that the device was an unsupported model.  The device, a ******* ********** ********, is not a device that Gazelle currently purchases.  Due to the model change, we revised the offer to $0.00.  

Whenever an offer is lowered, Gazelle will notify the customer several times via email asking them to respond to the offer revision.  The customer will have the option to accept or decline the revision.  If no response is made by the customer, the revised offer is automatically accepted per our Terms of Use.  Our records indicate that the customer accepted the revised offer of $0.00 on 3/8.  As such the device has been recycled and no payment can be made.

Whenever an offer is accepted, the customer releases the rights to the product and passes the title to Gazelle.  Unfortunately, we cannot retrieve the device for it to be returned to the customer.  

Cordially,
*******
Customer Care
Gazelle



Consumer Response: I would like my cell phone back or replaced This i phone is only 6mos old in new condidition. Your co. is stealing phones.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/10/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am trying to sell my old iPhone 4 for some extra money. I sent it away to Gazelle and after they undervalued my item I requested it be shipped back to me. I just opened the package today 6/4/2013 to find my phone, the charger, and the headphones, but the original product box was not included. Needless to say, I was (and still am) infuriated. I contacted the company via email, and then through their sites Live Chat tool. The Customer Service rep ****** informed me that Gazelle doesn't ask for a box. This intrigued me, how could a company offer to buy products valued at $200+ and not ask for a box to re-sell them in -kinda shady. So I asked ****** to send the box back to me, seeing as it's still my property and all, she then tells me that they don't offer that service and can't guarantee my box will be shipped back. So now here I am with a perfectly good phone to sell, but I can't sell it without a box because it will severely diminish it's value. I can't believe a company can get BBB accreditation with such outlandish and nonsensical business practices.

Desired Settlement: My desired outcomes are one of two very simple situations: 1) Send me my property back. 2) Reimburse me $150 for my now worthless, box-less phone.

Business Response: To Whom It May Concern:
The customer created a transaction on May 20th, to sell an Apple iPhone 4 16GB (AT&T or Unlocked) in Good condition for $150.00. After the transaction was created, Gazelle asked the customer to not send in any additional accessories such as the original box and to only send the device with the battery and power cord, if able.

As the original box is not requested and does not add any value to the transaction, it was automatically recycled once the item was received on May 23rd.

The device was subsequently inspected on May 28th and it was found to be in a lesser condition than what was originally indicated as the glass back of the device was cracked. As such, the offer was lowered to $50.00.  As set forth in our Terms of Service, whenever an offer is lowered, the customer is notified via email and asked to either accept or decline the new amount.  As the customer declined the new amount, the device was returned with the associated tracking number **********************.

Unfortunately, as the original box has been recycled per our processing procedures, we cannot return it to the customer.  However, we would be happy to send a payment of $50.00 to the customer. Please let us know if you would like to accept this amount and we will have it send to you as soon as possible.

Cordially,
*******
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

PS.One of the glaring problems that this company has not surprisingly overlooked is that just because their company doesn't value the box, doesn't give them permission to immediately destroy a customers property without so much as a warning or heads-up about it. Also, Gazelle did not explicitly state not to send the box as they said in their response to my original complaint. They sent this to me in an email, verbatim:"Before sending your phone, review this checklist: Remove removable cards. Does your phone have a SIM Card or SD Card? If so, don't forget to remove it.Deactivate account. If your phone does not have a SIM Card, it's very important for you to deactivate your phone through your carrier. If we receive your phone and it has an active account, this will lower the value of your offer. Click on our help center FAQ to learn more about how to deactivate your phone.Charge your phone. To speed up processing so you can get paid faster, we suggest you charge your battery and turn off your phone.Unlock your phone. Make sure you have turned off any password protection from your phone so that we can test it.Save personal data & files. Backup and remove all personal data from your phone. For your protection, we'll thoroughly data wipe and reset the phone to make sure any remaining information is removed.Send just your phone, power cord & battery. Please do NOT send any extra accessories or any additional items that are not on the packing slip.And please note, we do not accept products that have been reported lost or stolen."This quote was taken from an email containing the shipping label, and the line I refer to begins with "Send just your phone...". Ask yourself this: Would you buy something for $200+ without a box? I didn't think so. Based on that logic, I sent the box with the phone. You at the BBB should seriously consider revoking your Accreditation with this business, their practices and ideas about the products they buy/sell are simply illogical and outdated at best. If this company doesn't see any value in packaging then why would they ship their products in packages? Flawed logic, it is just simply that.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a brand new, in the box IPhone 4S still to Gazelle, I got an offer of $225. A few days later I got an email saying that they were only giving me $100 because they said the phone didn't turn on. This is unacceptable. The phone was brand new and I know for a fact that it turned on. I took pictures of the phone before I sent it, I can't believe they do this to their customers who trust them enough to send valuable items!

Desired Settlement: I would like Gazelle to give me the amount they first offered of $225, this was a brand new phone!

Business Response: To whom it may concern:
Mr. *********** first contacted us via telephone on May 14, 2013 shortly after declining through his account our revised offer. A reinspection can be requested to ensure that an initial assessment is fully accurate.

We have submitted a reinspection request to our Gadget Inspection facility and we are now certain that the device arrived with a battery that was completely drained therefore requiring a longer charging period than Apple's recommended 15-20 minutes to power on the device and a charging status or a red battery icon.

The device has been fully inspected and a PayPal payment in the lump sum of $230.00 will be sent via PayPal in the next 3 to 5 business days.  We apologize for any miscommunication. Please feel free to contact us if further information/details are required.

Cordially,
**** ********
Customer Care Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/27/13 I deposited a check that Gazelle had sent me for an iPhone 4 that I had sent them to buy. On 4/29/13 the bank advised that Gazelle's check had been returned. On 5/3/13 I received a copy of the returned check and advised that they were charging $6.00 for the returned check. "REFER TO MAKER" was the reason that Gazelle's check had been returned. I had been in touch with Gazelle since 5/1/13 and emailed this wryan@gazelle.com a copy of the above mentioned bank copy of returned check and fee charged. It has been 8 days since I sent this * **** a copy of the returned check and bank fee. I have sent numerous emails to this * **** and NO RESPONSE. I have had 4 online chats with Gazelle and I get the same answer from all of them, "I will submit a ticket to our finance department to have another check issued". I am being ignored and am getting the run around. I want my $46.00. Theft and issuing bad checks is against the law

Desired Settlement: I want the $46.00 that Gazelle owes me

Business Response: To Whom It May Concern:
The customer created a transaction on January 7th to sell an Apple iPhone 4 16GB (AT&T or Unlocked) in Good condition.  Upon inspecting the device on January 16th, we found that the device had cracks in the back glass of the item and therefore the offer was lowered to $40.00.  As stipulated in our Terms of Service, Gazelle sent the customer email notifications regarding the revised offer and the customer were prompted to accept or decline the new amount.  On January 17th, the customer accepted the offer and payment was sent via check on January 22nd.

The check payment was sent to the address listed in the customer’s account.  The customer attempted to deposit the check on April 27th.  Unfortunately, the check that was presented did not properly allocate the funds to the customer’s account and the client was fined a fee.

The customer was in communication with Gazelle regarding the returned check.  Due to email difficulties, the communication was directed to a representative’s spam filter.  We have rectified this issue with the customer and a new check for $46.00, which includes the fee, has been sent.  The check has been sent with the tracking capabilities and was shown as delivered on May 18th.  We sincerely apologize for the delay in communication however the issue appears to have been rectified.

Cordially,
******* **********
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint, provided that the $46.00 replacement check, which I have deposited into my bank account on 5/20/2013, clears and is PAID.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I agreed on a purchase price for a phone to sell to Gazell. They offered me $255.00 for my ***** **** **** in good condition. I agreed to the price and mailed my phone back to them within the time lines they established to receive payment. 5 weeks later I received a check for the amount of $116.00 less than half the agreed upon price. I attempted to contact by phone but Gazell does not provide a phone number. I have issued a complaint through their web site with no resolution. Gazell give 3 options for phone condition: perfect ( in new condition no signs of wear or use) Good ( minor scratch, working condition) Poor ( not working). I selected good as my phone had a minor scratch on the galss and a scuff on the plastic casing. Gazell also asks if there is water damamge. To which I replied no.

Desired Settlement: Either return my phone, I have not cashed the check or fulfill thier commitiment and pay and additional $139.00.

Business Response: To Whom It May Concern:
The customer created a transaction March 5th to sell Gazelle a ******** ***** **** **** ** ****** in Good condition for $255.00.  Once the transaction was created, Gazelle sent the customer a shipping box with a prepaid label.  The device was delivered to Gazelle’s processing facility in Irving, TX on March 20th and marked as received the same day.

Upon inspecting the device on March 23rd, we found that it was in fact a ******** ***** **** **** *****.  Albeit having a few similarities as the ******** ***** **** **** ** ******, the value of the device is significantly lower.  The ******** ***** **** **** ***** is a lighter and thinner model that was released in January 2012.  However, the ******** ***** **** **** ** ******, which was released in October 2012, has a more powerful processor, a higher resolution screen, a crisper display of text, images and videos, a larger screen and a newer and safer operating system.  Due to these reasons, the ******** ***** **** **** ** ****** has a higher desirability and resale value in the secondary market which influences the amount that we will pay for the device.

As the customer’s device was a ******** ***** **** **** *****, we lowered the trade in value from $255.00 to $116.00 while being in agreement of the device’s good condition.

Per our Terms of Service, we notified the customer several times to the email address provided of the revised offer.  We provided several opportunities to accept or decline the new amount.  As no action was taken, the new offer was automatically accepted on March 31st and payment was sent via check on April 2nd.   This process is noted in the Service Terms & Conditions, Section 9. Product Inspection; Offer Recalculation  and  Section 10. Recalculated Product Offers after Inspection.

Unfortunately, we will not be able to offer any additional funds to the customer.  If you have any further questions regarding this, please let us know at customercare@gazelle.com.

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in my phone to Gazelle to sell it to them and they received my phone on 2/12. I was told the process would take about a week. My boyfriend sent in his phone (exact same model/company) and they received his phone a few days later. He has already received payment. I haven't heard anything from them so I contacted them by email and got no response. Then I chatted with them live and they said they did not know why it took so long for the ESN to get checked and they would put a ticket in. They said I should see movement within 24 to 48 hours. They finally checked in my item and it is still waiting to be inspected. That was last Thursday 2/21. I checked back today because I was told to check back in 3 business days. They said nothing had been done yet. They are still delaying. I asked for a supervisor last Thursday and was told that I was unable to get that information.

Desired Settlement: I would really like a receive the money for my item that Gazelle has received but not checked in. I also feel that I would like additional compensation for all the frustration and difficulty that I have experienced. I feel that I have had to contact Gazelle to check the status of my item over and over again and instead of helping me they are putting up resistance and not being very helpful.

Business Response: To Whom It May Concern:
Gazelle received the ******* ****** * *** ******** (*************) on February 12th to our processing center.  The inspection of the device could not occur until the electronic serial number (ESN) was confirmed as clear by the service provider.  Once this information was verified, the inspection was completed on February 27th.  During the inspection, we found that the device was in the same condition that was originally indicated online.  We have sent a Paypal payment for the full trade in value of $217.00.  This payment was sent to the customer’s paypal address on March 1st.  It is our intention to pay customers fairly and quickly. We sincerely apologize for the delayed transaction and payment.

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the boxes to send my ****** phone in to get $65. I forgot to put the information sheet in and they SENT ME A LETTER stating my phone had been recycled and I wouldn't get my $65 They had my address to send the boxes and to send the letter but they didn't have the address to send me a check??

Desired Settlement: $65

Business Response: To Whom It May Concern:
The customer created a transaction on December 12th to sell his ******* ****** * ** ********* (*************).  The customer indicated that the phone was in “Good” condition which yielded a price of $ 54.00.  We marked the item as received on December 27th.  During the inspection, we found that the device had a cracked screen which lowered the condition from “Good” to “Poor” and changed the trade in value from $54.00 to $0.00.

As set forth in our Terms of Service, we notified the customer of the revised offer and asked the customer to accept or decline the new amount.  There were three email notifications sent out in a 5 day window.  The email notifications were sent to ************@yahoo.com . As no response was made, the offer was automatically accepted on January 7th.  The item has since by recycled and we cannot offer any funds for the device.

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently sent them a cell phone I wanted to sell to them. The shipment I sent to them included a phone case and charger. After a disagreement with the company I requested the return of the phone. I recieved the phone back yesterday without the case or the charger. Consequently, I am now unable to sell the phone to anyone else because they stole the charger.

Desired Settlement: I demand the immediate return of my property that theyre attempting to steal(the case and the charger).Either that or I want an immediate check in the amount of 45 dollars and another box to send them the phone. The 45 dollars is the price for the phone, charger, and case.They already, fraudulently I add, have my case and charger in their possession.I will send them the phone back when I receive the box and check.I have outlined 2 options for th

Business Response: To Whom It May Concern:
The customer created a transaction on January 6th to sell a ******** ***** * ***** (*************) in Good condition for 39.00 USD.  Upon receiving the device, we found that the ESN was active.  On January 22nd, we returned the device to the customer’s shipping address.

As stated online, all cases that are sent with devices are recycled.  However, we do send the chargers back with the devices.  It appears as though the charger was not properly sent back with the device.  For the inconvenience, we will happily send a check of 45 USD to the customer for the case and charger.

Cordially,
******* **********
Customer Care
Gazelle
 

Consumer Response: the charger was sent properly and never returned. If I dont get my property back or that check i will be contacting my attorney and suing this company for theft.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: To Whom It May Concern:
For the inconvenience, we have sent a check of 45 USD to the customer for the case and charger.  The check payment was sent on February 13th and has been sent to the payment address as listed in the customer’s account.  The agreed amount of 45 USD is being paid as a customer care gesture to this client. 

Please note that all cases that are sent with devices are recycled.  Typically, we do send the chargers back with the device; however it appears as though the charger was not properly sent back with the device.

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have mailed in my ******* 3g cellphone to this gezelle cellphone recyclling company whom promised to proviide me eith a $139.00 dollar check or money order within 14 days which was sent to them in january 20, 2013 and still I have not receiven anything as this company have claimed to provide payment within 14 days after receiving my cellphone. There have been no other contact by this company and I would like ither compensation for my phone and any other liability this has caused me with the stress and mental anguish. Please contact me at (***) ******** or (***) ******** upon initial contact with that company or upon settling my complaint. Thanks for your time in this matter.

Desired Settlement: I would like to be compensated for my cellphone of $139.00 plus for the stress and mental anguish that company has caused me. soon as possible

Business Response: To whom it may concern:
We apologize for the delay in response, however we were unable to locate any transaction associated with the details provided.  We would be happy to look into the issue regarding your ******* cell phone, however we would first need some information.  Please provide us with the name and email address and shipping address associated with the transaction as well as the date of when it was created online.  We also ask that you check your email for any previously sent updates regarding your transaction and let us know if you shipped the item using the Gazelle branded shipping box that was sent to you. 

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I wanted to sell my phone to Gazelle (an LG Spectrum 920) like the commercials on television say. I was not expecting a high price or anything, just something to help get me through a tough time. I log on to their webpage and click on my phone model and go through the process in a swift and professional manner, then after a TWELVE day wait, they tell me that the offer for my phone is invalid orgional quote: $136, and that I lied about the model of phone and said it was an LG Spectrum 930, so I quickly checked my paperwork and found out that I did not, infact the E-Mails THEY sent me even say I said it was an LG Spectrum 920. They said I told them it was a different model and "adjusted" my quote to just $46. This is for a phone that is worth $244 by the way. I tried to contact customer service only to get told (after I proved that I was telling the truth) that I rejected the offer and refused to try and work womething out with me. They are now sending it back to me. This has so far been a total waste of two weeks, and I think other people need to be made aware of this "scam".

Desired Settlement: I would like to see their company fix the dishonesty on their web page, and I desire an apolgy. I feel strongly this is FALSE ADVERTISEMENT and that this is just the WRONG way to run a buisness, it is wrong to take advantage of people in need. I saw this as a buisness that would help you out in times of need by giving you a slighly unfair price for your old phone quickly and effectivly, but I see that is where I was WRONG.

Business Response: The customer created a transaction on February 1st to sell Gazelle a LG Spectrum 2 VS930 in perfect condition for $136.00.  Upon receiving the device on February 6th, we found that it was in fact a LG Spectrum VS920 which is an older and less valuable model. 

Gazelle sent an email notification on February 6th titled “Status Update - We've Opened Your Box” which did show the new phone model of LG Spectrum VS920 with an estimated value of $136.00.  However, this estimated value is in regards to the original offer for the other phone model.  We sincerely apologize for this miscommunication.

After the inspection occurred, another email notification was sent on February 12th with the revised offer of $46.00.  The customer was provided with options to accept or decline the revised amount.  As the customer declined the revised amount, the device has been returned to the shipping address listed in the account.  Per the FedEx Tracking Number **********************, our records show that the device was delivered on February 16th.

Once again, we apologize for the miscommunication caused by our email sent on February 6th. Unfortunately as the device was a different model than what was originally indicated online,  the offer was adjusted to reflect Gazelle’s pricing for the LG Spectrum VS920.

Cordially,
******* **********
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues "enough" and I no longer wish to debate the issue because I find it distasteful that corporations and buisnesses are allowed to get away with scamming the general public.

I said what I had to say which was the full truth. I just WILL NOT contuct buisness with this company any longer and I WILL tell everyone I possibally can (which is many, many people) about  this company, and how pointless it is to even tell the BBB any more, thank you for your time.  complaint #.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a quote for my Blackberry device of $71. Gazelle sent me a shipping label and I sent my device to them. They report that the device was not the model that I was quoted on and that they sent me an email stating such. I never received the email and in October 2012, they 'auto accepted' since I hadn't responded. I requested that they return my device, but they indicated that under the terms of service, they will not do that nor will they compensate me for the Blackberry. This is simply theft and unethical business practices.

Desired Settlement: I am requesting that my device be returned to me.

Business Response: To whom it may concern:
The original offer that was locked in on 9/12/12 was in regards to a Blackberry RIM Curve 9360.  Based on the market value of this device at the time and the condition that was indicated by the client, we offered a price of $71.00.  As set forth in our Terms of Service, the offers are valid for 30 days after the transaction is created, pending that the model and the condition of the item remains at the time of delivery.

We received the customer’s shipment on 10/6/12 and noted that the device was in fact a Blackberry RIM Curve 8530.  During the inspection, we found that the item was in “Good” condition as originally indicated by the customer, however based on the model in question, we couldn’t offer any funds.

The Blackberry RIM Curve 8530 was introduced to the market in 2009 whereas the Blackberry RIM Curve 9360 was introduced in 2011. In addition, the Blackberry RIM Curve 9360 boosts more advanced features and functions such as enhanced battery life, hardware and camera specifications.

As mentioned in our Service Terms and our online Help Center, whenever an offer is lowered, we send email notifications to customers asking them to accept or decline the new amount.

Our records indicate that between 10/6/12 and 10/16/12, three separate email notifications were sent to ********@nctc.com.  As the customer did not respond to our revision, the new amount of $0.00 was accepted as the offer price of the device and the item was recycled.

For the customer’s reference, please note the following sections of our Service Terms & Conditions:

Section 9 Product Inspection; Offer Recalculation:

“….Gazelle reserves the right to revoke the original offer and provide a revised offer for the Product if: (a) the Product and/or materials are not as described, (b) the Product is received by Gazelle after the Delivery Period, and/or (c) Gazelle receives Product(s) that are different from those identified when your offer was calculated.”

Section 10 Recalculated Product Offers after Inspection:

“In the event Gazelle recalculates the offer it provided for the Product after it has been received and inspected, as described above, you shall have the option of accepting or rejecting the new offer. If you accept the new offer, you will be paid in normal course and in accordance with these service terms. If you reject the new offer, Gazelle will return the Product to you at the address from which it was originally sent. Gazelle will give you a period of five (5) days after Gazelle presents you with a recalculated offer via email at the address you provided to accept or reject the new offer (the "New Offer Period"). Gazelle will also remind you of the outstanding new offer one or more times during the New Offer Period. However, if the new offer is neither affirmatively accepted nor rejected by you during the New Offer Period, the new offer will be deemed to have been accepted by you and you will be paid the new offer price in the normal course and in accordance with these service terms.”

We are very sorry for any confusion regarding this situation, but as Gazelle does not offer any funds for a Blackberry RIM Curve 8530, we cannot send payment.

Cordially,
******* **********
Customer Care
Gazelle

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. 

I remain unsatisfied with the explaination offered by Gazelle.  The business practices of Gazelle are merely a scam and I am certain that they will continue to steal consumers phones from them on their 'technicalities' and I will continue to tell anyone and everyone my experince with Gazelle so that others do not fall to their scam.  I have also contacted several businesses that tout Gazelle over the airwaves and let them know that this business is just a 'shell game' and that they steal honest people's phones.  I believe it is only a matter of time before BBB wakes up and downgrades their rating.

Business Response: To whom it may concern:
The original offer that was locked in on 9/12/12 was in regards to a Blackberry RIM Curve 9360.  Based on the market value of this device at the time and the condition that was indicated by the client, we offered a price of $71.00.  As set forth in our Terms of Service, the offers are valid for 30 days after the transaction is created, pending that the model and the condition of the item remains at the time of delivery.

We received the customer’s shipment on 10/6/12 and noted that the device was in fact a Blackberry RIM Curve 8530.  During the inspection, we found that the item was in “Good” condition as originally indicated by the customer, however based on the model in question, we couldn’t offer any funds.

As mentioned in our Service Terms and our online Help Center, whenever an offer is lowered, we send email notifications to customers asking them to accept or decline the new amount.

Our records indicate that between 10/6/12 and 10/16/12, three separate email notifications were sent to belcbrac@nctc.com.  As the customer did not respond to our revision, the new amount of $0.00 was accepted as the offer price of the device and the item was recycled.

As a customer care gesture, we will issue a $20.00 payment to this client via check to the payment details listed in her account.
 
Cordially,
******* **********
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle says that their quotes are valid for 30 days, but in fact this is not true. They have you set up an account and go through the motions...if you choose to wait on the price. When you come back even a week it is no longer available and the quote you another price which is way below the initial value that they offered you. I contacted Gazelle they basically gave me the run around before they chose to ignore me. This is false advertisement and you cannot say an offer is good for 30 days and then all of a sudden its not and they "lose" all information associated with your account even though the contact you through email asking if you still want to sell something to them. If you don't have an email associated with my item in your system then how in the world are you emailing me about the same exact item. This is ridiculous and again it is false advertisement!

Desired Settlement: You need to be able to guarantee that all offers you make are valid for 30 days and send people a confirmation of the offer as soon as you make it. If you cannot do this you need to stop lying about a 30 day guarantee when it doesn't exist.

Business Response: To Whom it May Concern:

Gazelle built and owns the patent pending technology to dynamically price every item in our catalog. In order to calculate a competitive offer for the item, we have invested in tools that use data like market demand, business costs and available inventory to determine a competitive market value.  Due to our pricing structure, the current price for an item may vary on a daily basis. However, if an offer is fully locked in by completing the transaction or "check out" process online, the original offer will be valid for 30 days, pending that the item and it's condition match what was originally indicated online.

Unfortunately, there is no account associated with this customer's name or email address as they have provided.  After a careful review of the email communications and online chat conversation with our Customer Care Department, we are able to clarify the confusion.  The customer did visit our site in regards to trading in a ******* *** computer.  The customer did commence the online transaction by selecting the model, condition, and accepting the offer they were provided.  Unfortunately, as the customer confirms in the chat conversation on 12/15, the customer's browser timed out and they were not able to complete the transaction.

As a standard practice for transaction which are not fully completed yet have reached the point of entering in an email address, Gazelle sends an email communication. The email was sent asking the customer if they would still like to sell their MacBook Pro computer.  The email is part of an effort to ask site visitors to complete the transaction.  Yet, as the offer was not fully locked in by completing the transaction, the offer was represented by the current pricing when this customer visited our site once again. A transaction of this nature is viewed by our system as not fully completed and therefore in our customer management portal, there is no account associated with the name or email address.  The original offer as seen originally on our site cannot be honored.

******* **********
Customer Care
Gazelle




Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ******

[Their allegations are not completely true, I got to the end of the transaction and everything was fine after I had "locked in" the transaction that's when I decided to wait a week. The asked be if got bumped out initially and I did but I went back and "locked in" the transaction. If the company did not try to cover up their actions continuously and begin to ignore me without forming a solution. Instead of trying to find a solution for me they got defensive and decided to end contact with them. The fact of the matter is that they would not honor the original pricing that they quoted me.]

Regards, 


**** *****

 

 

Business Response: To Whom it May Concern:

Unfortunately, we do not have any record that an offer was locked in based on the email and contact information the complainant has provided.  Furthermore, if an offer was locked in, the complainant would have been sent a specific email notification regarding the offer and the 30 day validity of the amount, pending that the model and the condition at the time of receiving the device matches what was originally indicated online.  We have thoroughly reviewed all of our records and there are no accounts or transactions that match the credentials that have been supplied by the complainant.

Unfortunately, the offer as seen originally on our site cannot be honored.

Cordially,

******* **********
Customer Care Gazelle




Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[That is quite unfortunate that you cannot honor offers that you have given. Maybe you should change your policies and how you conduct business. It is inaccurate for you to say that you honor offers for 30 days; when you really don't honor all offers. I entered my email and my other information and I was under impression that my offer was locked in (apparently it wasn't). This is a problem with your system and you should make every effort to improve it. There's been many complaints online about this and unfortunately it is hurting your company's reputation. I suggest that you re-evaluate your methods. Maybe when someone gets a quote you should have a button saying lock in your offer now for 30 days. (just a suggestion) But, all in all if I ever try to do business with your company I will think twice and I will tell all my friends to do so also. I will also be sure to warn anyone that follows my blog.  ]

Regards,

**** *****  

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was offered ******* US from ******* for my phone and followed all steps given by their customer service chat representative. I filled out the phone send-in form via their website and was offered the price in the terms they presented to me. After sending my phone in on December 14th 2012, (the date now is January 3rd 2013), I finally had to call in twice and check on the status of my order just to find out that they decided not to accept my phone that they had agreed to purchase. After following each step as specifically instructed by their online "**** ******** and wasting my time I am extremely frustrated and irate with being **** to and having my time wasted. I have requested they return my phone in the same order and condition that it was sent to them in. This company is a complete waste of time! Order number* *************

Desired Settlement: I would like ******* to follow through with this sale and cut me the check I deserve for the price of the phone that they offered me ******** ***. I described my wireless carrier to the online chat representative. The chat representative sent me to the form to fill out. I filled it out as they advised me to. If Gazelle does not follow through on the purchase of my phone I WILL consider this a huge waste of my time AND I WILL NOT retract this negative feedback with the BBB.

Business Response: To whom it may concern:

The original offer of **** was locked in on 12/5/12 by the customer for a ********** *** **** **** for the item in Good condition.  

Upon receiving the device, we placed a hold on the process due to an inquiry regarding the *** status with Sprint.  There were concerns that the *** *********** ****** ******* for the device may be still active and therefore we may not be able to offer any funds for the device or dramatically lower the amount.

We sincerely apologize for the delay, however we found that the ESN was cleared and were able to proceed with the inspection on 1/4/13.  We have subsequently issued a payment of **** for the full trade in value of the device on 1/5/13.  Payment has been sent via check to the payment details as listed in the customer’s account.

Cordially,
******* ********** ******** **** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I accepted a quote to sell my like-new ***** iPhone to Gazelle. I shipped the phone in company provided packing following their directions with the phone set to factory settings, charged, with the cable and charger block in the box. The phone was received (USPS tracking # proved it was received) on 11/24 by the facility in Irving, Texas. I received an e-mail from Gazelle on 11/26/12 stating that Gazelle had received the box with the iPhone, but then I also received at least 2 additional e-mails after that stating that they had not yet received the box with the iPhone and that they were also awaiting another Gazelle box (with a different Gazelle ID than the one on the box that was sent and which I never requested). I e-mailed Gazelle with my concerns and they confirmed that the iPhone had been received but not processed and I would received an email when it was processed. On 12/5/12 and 12/12/12, I received e-mails that said the box had not had not been received. On 12/20/12, I live chatted with a customer service rep, ***** ******, who was very nice and got the serial number of my device. The phone was not in their system, and he said that either they would find it in the next 5 days or they would pay the full amount for the phone ($515.00). He put in a ticket (#*************), but no one ever followed up or contacted me. Today (12/29/12), I contacted the company again through Live Chat and corresponded with ****** who stated that there was an "issue with the package upon arrival and a manager will be reaching out to you about it shortly". She did not know what the "issue" was. I asked for a supervisor - but apparently they have to put in a ticket for that also. ****** stated that she would put in a ticket also to have the manager contact me but she had no idea when that would be. Gazelle is the most confused and disorganized company I have dealt with. It has now been over a month since the phone was received, they have never "processed" the phone, no one that I have chatted with has any idea what the problem is, Gazelle has never followed up with any of my contacts, and they have not paid the amount that they quoted. And this happened with an iPhone in excellent condition in which we did everything to make sure that it would be processed smoothly.

Desired Settlement: I want Gazelle to pay the full amount that they quoted which is $515.00.

Business Response: To whom it may concern:
We sincerely apologize for the delay in response to this complaint.  Our records indicate that the ***** iPhone 5 64GB (*************), which was assigned USPS tracking number **********************************, was delivered to our facility in Irving, TX on November 26, 2012.  Upon delivery to our facility, we found that the shipment had been tampered with and only included the accessories.  After a thorough research of this case, we are happy to issue the payment of $515.00 to you via Paypal.

Once again, we apologize for the delay in communication regarding your shipment.  You will receive the funds to the Paypal account as listed in your Gazelle account shortly.

Cordially,
******* **********
Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I initially signed up to sell my item to gazelle a while back and I didn't receive a box to return my items until a few weeks ago, when I received the box I logged in online to check my payment method and I checked how much my item was worth and at the time that I received the box it was already down to $40 or $41 dollars can't remember the exact amount, in the beginning when I requested the box it was worth $51, as soon as I received the box I mailed it within that week (aprox. A week ago) I received an email 2 days ago letting me me know that twy received my item and that it was being inspected, and then yesterday I got an email stating that They inspected my item and that it was only worth $30 dollars. Today I logged into their online chat at 6am my time 9am their time and I spoke to ***** and explained what had happened, he told me that unfortunately their was nothing he can do to adjust the pricing and I explained to him that I had just received the box from them, I stated that I was upset about this and that I had read their reviews/claims online and that this problem seems to happen a lot, ***** rudely stopped replying to my messages and after a few messages asking if he was still there I received no reply so I expressed to him that I ha screen shot the whole conversation for my records I ten exited that chat window and proceeded to open a new one I entered the required information and once again got ***** on the chat I told him that it was very rude for him to leave me talking to myself and he said he didn't exit the chat and I told him that I did because he wasn't replying to me, I told him I was going to take this further and I once again exited the chat because he did not reply. I called gazelle at the phone number they provide and I got another man on the phone who was much more good to talk I and explained everything I just wrote above and he old me there was nothin they can do and that the offer had expired, I didn't know this because I never received an email until when they notified me that they received my item, he told me he couldn't do anything and that the box was sent out to me sooner which is false I told him that it wasn't my fault they didn't sent me one until they felt like it and that they should honor their initial pricing and we couldn't come to an agreement for all I know they could have just sent out the box when they felt like it. I tried coming to an agreement with them prior to starting this claim but all I got was very rude costumer service. I am very disappointed with gazelle.

Desired Settlement: I want the full price that was offered to me in the beginning, $51 it is not my fault that they didn't send me the Box right away I didn't think that it would be of my convenience to hold on to the item If it was decreasing the amount the phone was worth but it was obviously very convenient to them to not send it out. I would also like a response as soon as possible because they told me that if I don't give then one my Monday December 3rd they will automatically approve that pricing that I didn't agree with.

Business Response: To Whom It May Concern:
The customer placed the transaction on September 13th to sell an ***** iPhone ** * ****.  As the customer indicated that the item was in “Good” condition, an offer was locked in for $51.00.  Gazelle’s offers are valid for 30 days, pending that the condition of the item at the time of our inspection does not differ from what was originally indicated online.

A shipping box was sent to the customer via USPS Tracking Number **********************.  Our records indicate that the shipping box was delivered to the customer’s address on September 18th.

The tracking number associated with the shipment to our facility in Irving, TX show that the item was sent on November 20th.  The shipment arrived on September 26th and was marked as received on September 27th.

As the 30 day window had passed, the offer was revised from $51.00 to $30.00. The revised offer reflects our pricing for an ***** iPhone ** * **** on the date of inspection.  Our prices fluctuate based on the current value of items in the secondary market.

As set forth in our Terms of Use, we send three email notifications when an offer is lowered.  As no response was sent regarding the revised offer, it was automatically accepted.  As such, we cannot offer additional funds to this customer.

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/20/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle told me I would recieve 180.00 for one phone and 80.00 for the other. They sent me a check for 30.00

Desired Settlement: I want 230.00 they OWE ME

Business Response: To Whom It May Concern:

The customer created two transactions to sell an Apple iPhone 4S 16GB and an Apple iPhone 4 8GB on October 12th.  The customer indicated that both phones were in “Good” condition and therefore was provided offers of 190 USD and 86 USD, respectively.

Both items were received in our facility in Irving, Texas on October 30th.  Upon receiving the items, we found that they were in fact differ models than what was originally locked in.  We found that the Apple iPhone 4S 16GB was in fact an Apple iPhone 3G S 16GB.  Based on this model change, the offer was lowered from 190 USD to 30 USD.  In addition, we found that the Apple iPhone 4 8GB was in fact an Apple iPhone 2G 8GB.  This lowered the offer from 86 USD to 0 USD as this is an item we do not accept.

Whenever an offer is lowered, Gazelle will notify the customer via email several times.  We sent three email notifications to this customer regarding each transaction.  The customer was provided 5 days to accept or decline the new amount.  As no action was taken, the new offers were automatically accepted.  

A check payment of 30 USD was issued to the customer on November 10th for the sale of the Apple iPhone 3G S 16GB.  As the Apple iPhone 2G 8GB is a model we do not accept, the item has been recycled.

If the customer disputes these model changes, please supply us with the serial number of the phones that were sent to us.

Cordially,
******* **********
Customer Care
Gazelle



Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/16/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sold them a phone about two months ago they sent the prepaid box all I had to do is put it in the box and drop it off at USPS I did it they said they never received it then i told them I sent it out I track it with the number that's on the receipt somehow a different mail company picked it up from USPS so they only have info of when it left gazelle said they are insured so I asked them that I sent it I can send them the copy of the receipt so they can give me my money since they're insured they made a fake tracking number saying that their tracking number is not the same as mine but I have prove that I sent them it.

Desired Settlement: I want the 168 dollars they owe me for the phone

Business Response: To Whom It May Concern:
The customer created a transaction on September 19th to sell Gazelle an ***** iPhone 4 16GB in “Good” condition for 162 USD.  As stated on Gazelle’s site and Terms of Use, our offers are valid for 30 days pending that the item’s condition matches what was originally indicated online.  

Based on the current offer price for the item, Gazelle sent a prepaid shipping label and shipping box to the address associated with the Gazelle account.  Our records indicate that our shipping box was sent out on September 20th and arrived at the customer’s address on September 24th, per tracking number “**********************”.  As the shipping box arrived to the customer’s address five days after the transaction was created, the customer was provided ample amount of time to package and send the item to Gazelle’s facility in Irving, Texas.

The tracking information associated with the prepaid shipping label (******************************) shows that it was not sent properly through USPS using the label provided.  If the customer has a separate tracking number, we ask that they provide it to us.  We would be happy to research this issue further.  

Cordially,
******* **********
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/28/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent my cell phone to the bussiness for an agreed price of $56.00 and was sent conformation of receit on 09/11/2012. To date I have not received my payment. I have asked them to return the phone of send the check still no response.

Desired Settlement: As stated above return my phone or send the $56.00 agreed apon. The ref.# assigned from the company is *************

Business Response: To whom it may concern:

The original offer that was locked in by ****** ***** was in regards to a *** *** ** ******  The customer indicated that the cell phone was in “Perfect” condition and therefore did not display signs of wear from normal use.  Based on the retail value of the *** *** ** ***** in the secondary market as well as the condition that the phone was indicated to be in, we provided an offer of $56.00.

The customer created a transaction for this amount and was provided 30 days to send the item to us.  However, upon receipt of the cell phone, we found that the item was in fact a *** **** *****.  This specific cell phone model is not an item that we are currently accepting.  As we are not purchasing this phone nor is it listed in our catalog, we could not offer the customer any funds.

Furthermore, the *** **** ***** is an older cell phone model with a lower value in the secondary market.  The *** **** ***** was introduced into the market in Summer 2009, whereas the *** *** ** ***** was introduced into the market in Spring 2011. The *** *** ** ***** has a newer and more advanced operating system, memory size, network capabilities as well as enhanced battery life and display features.

Per our Terms of Service, we sent the customer email notifications regarding the revised offer to the email address listed in the account.  The notifications supplied the customer with an option to accept or decline the new amount.

As no action was taken without our stated timeframe of 5 days, the offer of $0.00 was automatically accepted and the item has been recycled.
We have reviewed our records and were unable to locate any communication from the customer prior to the revised offer’s acceptance.
As the item in question differed from the product associated with the original offer, we would not be able to pay the customer for the full amount.  

Cordially,
****** **********
Senior Team Lead, Customer Care
Gazelle


Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Gazelle is stating they sent me an email with a counter offer. I am stating I never received it. I have requested Gazelle to send me a copy of the e-mail stated in thier claim. If there was a mix up in the type of phone sent i do not understand why they did not just send the phone back. Could they send the name of the company the phone was sent to for recycle. This is a very unusual way on doing any type of business. My goal now is to get the word out to the public not to deal with this company. Also I will look into what my options are as it pertains to mail fraud. 

Regards,

****** *****

 

 

Business Response: To Whom It May Concern:

Per our Terms of Service, we sent the customer email notifications regarding the revised offer to the email address listed in the account.  The notifications supplied the customer with an option to accept or decline the new amount.  We sent four email notifications regarding the revised offer.  

The first email notification was titled with the subject “Your Attention Needed – Your Offer Has Been Adjusted”.  The email was sent to chynsdad@hotmail.com on Monday September 17th at 2:46 PM.  This email stated the following:  “We discovered that the Cell Phone you sent in is actually a different model. Because different models have distinct values, this affects the offer we can make.  You identified your gadget as a *** *** ** *****, but it is actually a HTC Hero A6277 (Sprint).  We're very sorry, but we can't offer you any value for your HTC Hero A6277 (Sprint). Even though we cannot offer any value for it, we will gladly recycle this item responsibly free of charge.”  At the bottom of this email, we provided the customer with options of accepting the offer, declining the offer or using the supplied link to ask our Customer Care Department a question regarding the revision.

As no action was taken by the customer, we sent reminder emails on Wednesday September 19th and Friday September 21st.  These emails provided the same information regarding the offer revision and provided the same options for the customer to take.

On Wednesday September 26th, Gazelle sent an email titled “Update on your HTC HERO A6277”.  In this email, we notified the customer that the item in question had been recycled responsibly.

For the customer’s reference, I have attached a PDF document with these email communications.

We have reviewed our records and were unable to locate any communication from the customer prior to the revised offer’s acceptance.  Furthermore, we were unable to locate any request for these email communications prior to this request.

As the item in question differed from the product associated with the original offer, we are not able to pay the customer for the full amount.  

Cordially,
Carolyn Chassaigne
Senior Team Lead, Customer Care
Gazelle




Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

None of this is acceptable. I do not understand why the phone was not sent bact to me. With the response being sent with out the Gazzle name on it in my junk mail box i might not have seen it. I will not accept this transaction if you can not get a response you can just keep my property. Also the business make it sound as though they did me a favor to not charge me for thier action. This is unacceptable.

Regards,

****** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/28/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an item from said Merchant on or around October 3rd 2012. I was shipped by ***** ****** and per the tracking information to be delivered on October 8th 2012. A request was made to hold the item at the local ***** facility which was accepted. I was later advised the item had been delivered to my address and signed by a "** *****". I contacted ***** whom conducted an investigation into the matter and have verified the signature obtained was not that of mine and indicated to contact the shipper to initiate a disputed delivery/signature claim. Merchant/Shipper has refused to accept the same on the basis of a contractural agreement between ***** and the Merchant to which I am not privy. Instructed me to contact the local authorities to which I have done and file a police report. Merchant from understanding from ***** can initiate the claim for me to receive reimbursement however, they simply have chosen not to. At this point and time I do not have the product to which I ordered nor know it's where abouts and wish for the merchant to handle the situation by initiating the claim as ***** told they should do.

Desired Settlement: Initiate the refund to reimbursement for the loss item.

Business Response: To whom it may concern:

Mr. ******* ** ***** made a purchased from our **** Store on October 3, 2012. The item shipped on October 3, 2012 via ***** Tracking No.: *************** with an anticipated Delivery Date of October 8, 2012. A "Hold at ***** location request" was received by ***** on October 8, 2012 after the item was already in the vehicle for delivery that day.

Courier confirmed that the shipment was delivered and signed for at the address that was provided by Mr. ******* ** ****** The shipment in question required a "Direct Signature" which indicates that someone (a household member, guest, etc.) at the delivery address needed to present to accept and sign for the package.

A claim is not exercisable since based on a shipment's "Declared Value" a Direct Signature was required and obtained at the exact address provided. Therefore, it was suggested to Mr. ***** that the incident be reported to the local authorities as it is intrinsically associated with someone who was physically present at the delivery address.

Cordially,

******* ********** Supervisor
Customer Care

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[While a direct signature was obtained it is not my signature nor that of anyone else in my household. ***** conducted their own investigation which the Merchant is fully aware. It it my understanding from their investigator this is "disputed delivery/Signature " for which a claim can be made. The merchant has been told this as well but refuses to file the claim as relief to remedy this situation. 

Regards,

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

 

 

Business Response: To whom it may concern:

As of today November 7, 2012, a waiver in relation to ***** Tracking No.: *************** has been faxed to *** ****** at ******* ******* ************ The document was transmitted to the following Fax Number: **************.

Cordially,
******* ********** Supervisor
Customer Care

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I was also instructed by ***** to have the merchant complete the "Waiver Form" while their response indicates they have done so they were specifically instructed to send the same to my email address and fax a copy to me at ************** to assure this was done. Since they chose not to follow the instructions please have the merchant either fax the document to my attention or fax as originally requested. This matter will remain unresolved until ***** has resolved the claim or the merchant has chosen to initiate a claim through their respective channels. 

[regards,]

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gentlemen:
I received an offer to purchase my * ** * Phone from Gazelle for $ 42.00 dollars. So you understand,my friend **** ****** waqs using the phone because he has AT&T service also. All he did was change the SIM Card. I charged the phone and then sent it to Gazelle. They then sent me a conter offer of $12.00 dollars. I was shocked a ** ** * ** * phone that was working and the price was dropped substantially!!!! I did not agree to this price and like they advertised nthey would send you back your phone in the condition I sent it to them. I COULD NOT BELIEVE IT---THE PHONE WAS PRIED OPEN AND RIPPED APART AT THE UPPER LEFT HAND CORNER. THIS WAS NOT HOW I SENT THE PHONE TO THEM!!!! IT WAS WORKING AND BEING USEDE BY MY FRIEND. IS THIS HOW THEY OPERATE---IF YOU DONT AGREE TO THEIR COUNTER OFFER, THEY SMASH YOUR PHONE APART. I KNOW THIS WAS NOT A MISTAKE, BECAUSE THERE WAS AMARK ON THE PHONE SO I COULD DISTINGUISH IT FROM ANOTHER I PHONE. I DONT KNOW IF OTHER PEOPLE HAVE HAD TJE SAME PROBLEM---BUT I SHOULD BE PAID THE PRICE THAT THEY ORIGINALLY OFFERED AS I SENT TO THEM THEY WAY THAT I RATED IT. MY FRIEND WHO USED IT WILL SIGN AN AFFIDAVIT. YOU HAVE TO SEE THE WAY THEY SENT BACK THE PHONE. IT IS NIGHT AND DAY OF ITS CONDITION. THERE IS NO WAY I COULD RATE THIS PHONE TRHE WAY I RECEIVED IT. I WILL BLOG EVERY DAY TO MY FRIENDS ON EVERY SOCIAL MEDIA ABOUT THE WAY GAZELLE HANDLED THIS. THIS IS DAVID AGAINST THE GIANT. I AM JUST A SMALL FISH IN A BIG POND---BUT THIS IS NOT RIGHT. EITHER PAY FOR THE PHONE TO BE FIXED OR COMPENSATE ME THE $ 42.00.

Desired Settlement: SOME ONE AT GAZELLE BUSTED OPEN MY PHONE SO THAT IT IS INOPERABLE. THE OUTCOME----FIX THE PHONE SO I CAN USE IT OR SELL IT TO SOMEONE ELSE OR PAY ME THE $ 42.00 OFFER. I AM NOT ASKING FOR MUCH. $ 42.00 ISNT GOING TO MAKE ME RICH----BUT THIS IS PRINCIPLE---IF THEY WILL DO THIS TO ME, THEY WILL DO IT TO SOMEONE ELSE. I AM NOT POOR OR LOOKING FOR A HANDOUT---I AM JUST LOOKING FOR FAIRNESS---THAT IS ALL!!!!

Business Response: To whom it may concern:

The customer created a transaction on September 21 for an ***** ****** ** * ****.  Based on the specific model of the cell phone and that the customer indicated it was in “Good” condition, we provided the customer with a $42.00 offer.  However, during the inspection of the item, we found that the ***** ****** ** * **** was in “Poor” condition and showed signs of physical damage and was not operational.

Due to this, we revised the offer from $42.00 to $15.00. We sent email notification to the customer and provided them with 5 days to accept or decline the new amount.  As the customer declined the new amount, we returned the phone to the shipping address on file.

As items may be damaged during shipping, we inspect and record any signs of tampering or damage upon receipt.  There is no indication in our records that the customer’s item suffered any damage during transit.

As a customer care gesture, we can offer this customer $25.00 to be sent via check.  If the customer would like to accept this offer, please let us know.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: To whom it may concern:

The customer created a transaction on September 21 for an ***** ****** ** * ****.  Based on the specific model of the cell phone and that the customer indicated it was in “Good” condition, we provided the customer with a $42.00 offer.  However, during the inspection of the item, we found that the ***** ****** ** * **** was in “Poor” condition and showed signs of physical damage and was not operational.

Due to this, we revised the offer from $42.00 to $15.00. We sent email notification to the customer and provided them with 5 days to accept or decline the new amount.  As the customer declined the new amount, we returned the phone to the shipping address on file.

Once more, as a customer care gesture, we can offer this customer $25.00 to be sent via check.  If the customer would like to accept this offer, please let us know.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent Gazelle my iPhone * on 10/15 and it was rec'd by them on 10/18. I was quoted a price of $200 to sell the phone which I was informed via email that this would be honored. Was told in separate email that a check for $200 was mailed to me on 10/30. I have not rec'd check

Desired Settlement: I'd like my check for $200

Business Response: To Whom It May Concern:
Gazelle’s check payments are sent out from a check processing facility in the Seattle, WA area.  Depending on the location of the customer, the check payment may take 7-10 business days to arrive.  Once Gazelle receives an item, we inspect it to ensure that the condition matches the condition that was originally selected online.  If everything checks out and the offer is confirmed, payment is processed within 3 to 5 days.  After the payment is processed, the delivery timetable will vary based on the payment type that was selected.  For check payments, our site states that this method may take 7-10 business days to arrive to the customer's payment address.

We have reached out to the customer regarding the missing check and they have confirmed that it was successfully received on November 12th.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold this company my phone on or around September 22nd. It is now November 2, and I have still not received my payment that was agreed on. They received my device and supposedly issued me payment but I have not received anything from them.

Desired Settlement: I want to receive my payment either by ****** or check immediately for the amount of $162.00

Business Response: To whom it may concern:
Upon receipt of shipments, Gazelle will inspect each item to ensure that it matches the condition originally indicated online.  The inspection process can take up to three days after an item is delivered based on the current volume.  We received the customer’s ***** iPhone * 16GB on October 3rd and it was inspected within 24 hours.  During the inspection, we found that the item matched the “Good” condition as originally indicated online.  In light of this, we confirmed the original offer of $162.00 and sent notification to the customer.

As stated in our communications to customers, payments are sent out within 3 to 5 business days after the value of an item has been confirmed during the inspection.  The payment of $162.00 was sent via check on October 7th to the payment address listed in the account.

The customer contacted us on October 24th regarding his missing check payment.  The original check was canceled on October 27th and the customer was notified via email that the new payment will be issued within the next 5 business days.

The order has been submitted for payment via ******.  The payment will likely be sent in the next available payment batch which is scheduled to occur this evening between 8 PM EST and 11 PM EST.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle my ********** ***** **** to sell. They offered $110.00 for the phone. I followed the transaction. Nothing. Then on 10/16 an email saying that the phone was a different model than I said it was. This is not true. I sent the model they offered the money for. They are denying payment. They recycled the phone. This is ********. Gazelle is a bunch of crooks. They stole my phone pure and simple.

Desired Settlement: I want to be paid the $110 I am owed.

Business Response: To whom it may concern:

The customer created two transactions on August 19th to sell Gazelle two ********** *** **** **** cell phones.  Both of the transactions yielded an offer price of $111.00 based on the specific cell phone model and that the item was indicated to be in “Perfect” condition.  

Upon receipt of the item, Gazelle found that it was in fact a ********** *** ***** ** **** in "Good" condition. As this not a model that Gazelle purchases, we revised the offer from $111.00 to $0.00.  Per our Terms of Use, whenever an offer is lowered, we will send email notifications and provide the customer with 5 days to accept or decline the new amount.  As no action was taken, the offer was automatically accepted and the item subsequently recycled.

The ********** *** **** **** and ********** *** ***** ** **** cell phone models do have several common features,  however the ********** *** ***** ** **** is an older model with a lower value in the secondary market.  The ********** *** **** **** was released to the public in May 2011 and the ********** *** ***** ** **** was released to the public in September 2010.  In addition, the ********** *** **** **** uses the ********** ** *** operating system and the ********** *** ***** ** **** uses the older ********** ** *** operating system.  Additional differences include the camera features, processor and system memory, physical size and weight and battery life time.

Unfortunately as the ********** *** ***** ** **** is not an item we purchase, we cannot offer any funds to the customer.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They are not honoring their agreement.

Desired Settlement: Issue the check/payment as promised

Business Response: To whom it may concern:

The customer created a transaction on October 4th to sell Gazelle a ********** *** ***** **** and a ********** *** ***** ****.  Per our email communications, we cannot offer any funds for ********** *** ***** **** cell phone models as we are not currently accepting these items.  The customer will be sent $74.55 for the sale of ********** *** ***** **** in 3 to 5 days.  The payment will be sent as an ****** Gift Code via email to ***********@comcast.net.  The email notification will include a claim code for the customer to access the payment at ******.com.

Gazelle sends payments in batch and the standard time frame for payment is 3 to 5 days after the item’s value has been confirmed.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: sent in a cell phone to gazelle and did not recieve payment for it,(30.00) and contacted them and they just simply gave me excuses after excuses and run around.

Desired Settlement: recieve payment for phone sent in in amount of $30.00

Business Response: To whom it may concern:
On August 26, 2012 Mr. ******** placed a transaction for what appeared to be a ********** *** **** **** with a quoted offer of $31.00 based on model, functionality and cosmetic condition.

The differences between the opted item "**** ****" and the "***** ****" (actual device Mr. ******** sent in) are quite notable/substantial. Nevertheless, the checkout was completed through the site which resulted in a Packing Slip and pre-paid shipping to be generated and sent to Mr. ******** via e-mail.

On August 27, 2012 the plaintiff (Mr. ********) logged into the Gazelle account and cancelled the transaction presumably because the product information provided was not accurate.

As stated by claimant in a visit to Help Center (chat): "I was under the assumption that I was getting 30.00 minimum for all phones in ********** range no matter what according to your website any way you can still get the payment out."

We provide sufficient information to prevent "assumptions". For example, in our Help Center we state: Can't find your cell phone on Gazelle.com? - If you do not see your cell phone listed, we are sorry but we no longer purchase that item.

The complainant shipped a ********** *** ***** **** using the prepaid label that had been assigned to the item/transaction that had been created on August 26, 2012 and subsequently cancelled. Our Standard Operating Procedure is to recycle devices that have no trade-in value and a valid/active transaction that accounts for it does not exist.

The agreement (per pending inspection) established when the transaction was created on August 26, 2012 was for a ********** *** **** **** which in fact was misrepresented by Mr. ********. Such agreement was nullified when the transaction was cancelled on August 27, 2012 by Mr. ********.

The submission of the device sent by Mr. ******** without a valid transaction as the item does not appear listed in our catalog indicated that the device was being sent to have it recycled responsibly which yields no monetary compensation.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle


Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

They cancelled it on me ,so I deserve the 31.00 as per the agreement and they had no choice on website for the phone sent in.so they should of sent phone back. or email me to let me know that order was cancelled.

Business Response: To whom it may concern:
We received a product that is different from the one identified when claimant's offer was calculated.

As stated by Mr. ******** "I was under the assumption that I was getting 30.00 minimum for all phones in ********** range no matter what according to your website any way you can still get the payment out."

Market value for used electronics is very specific to (a) manufacturer, (b) series, (c) model number, (d) specifications, (e) functionality and (f) cosmetic condition.

The assumption of a "range" is not foreseeable in our catalog as it is very specific to all the conditions above noted and particularly a model number. As stated in our prior response to this complaint: The submission of the device sent by Mr. ******** without a valid transaction as the item does not appear listed in our catalog indicated that the device was being sent to have it strictly recycled which yields no monetary compensation.

Sincerely,
******* **********
Senior Team Lead, Customer Care
Gazelle

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

this company just gives me the runaround and clearly is tryng  very hard not to pay me for the phone I sent in always giving the same generic response back do not let them email me back until I get confirmation of them paying me.  they did this to me over the live chat always giving me the same generic response which isn't appropriate for the question.again do not email me back until confirmation of payment can be made.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent Gazelle my laptop because I had received a decent price, but upon inspection the offer went down significantly, so I declined the offer and had them send back my laptop. I had sent it in the original box with the original booklet + CD as well as the complete charger/adapter. When I received it in the mail, all I received was the laptop in the box, the booklet/cd and charger were missing. After much trouble in trying to reach a human instead of voice mail, I spoke to someone who claimed that they recycle all accessories!?!? and that my items had been recycled. Now I really need to sell my computer and found a person interested in buying but then discovered the missing charger, etc., which made the value go down a lot. I really need the money but cannot sell my computer until I have all of the accessories that are my property!!!

Desired Settlement: I would like Gazelle to return my charger and the original booklet + install CD and/or send me new ones. I think they should also give me a monetary compensation for delaying the process and for the hassle of getting in touch and for the delay in my ability to sell my laptop.

Business Response: To whom it may concern:

The customer spoke with the manager of our Customer Care Department on October 25th regarding the accessories originally included in the shipment of the ***** ******* ***.  As the accessories were recycled upon receipt of the item, we did not ship the items with the laptop upon return to the customer.  However, we have located a replacement *** ** * ***** **** ******* disc and a *** ******* Power Adapter, AC wall plug, and power cord.

Per the conversation on October 25th with our department, we assured the customer that these items were to be returned via *****.  We have notified the customer via email of the tracking number for the shipment.  The estimated delivery date for the missing accessories is October 30th.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an estimated price of $130 for my Blackberry Bold phone. Once, Gazelle received the phone, two emails were sent to me stating they could not honor the $130 for the phone. Two replies (emails) were immediately sent to Gazelle stating they had to "immediately" return the Blackberry Bold (September 6th). Two web chats and two phone calls to the supervisor later, I still do not have my phone returned. At this point, they have stolen my phone.

Desired Settlement: Gazelle needs to immediately (by overnight mail) return my phone or honor the $130.

Business Response: The original offer that was locked in by ******* ** **** was in regards to a Blackberry RIM Bold 9900.  The customer indicated that the cell phone was in “Good” condition and may display signs of wear from normal use.  Based on the retail value of the Blackberry RIM Bold 9900 in the secondary market as well as the condition that the phone was indicated to be in, we provided an offer of $130.00. The customer created a transaction for this amount and was provided 30 days to send the item to us.  Upon receipt of the cell phone, we found that the item was in fact a Blackberry RIM Bold 9000.  This specific cell phone model is not one that we are currently accepting.  As we are not purchasing this phone nor is it listed in our catalog, we could not offer the customer any funds. Per our Terms of Service, we sent the customer email notifications regarding the revised offer to the email address listed in the account.  The notifications supplied the customer with an option to accept or decline the new amount. As no action was taken without our stated timeframe of 5 days, the offer of $0.00 was automatically accepted and the item has been recycled. We have reviewed our records and were unable to locate any communication from the customer prior to the revised offer’s acceptance. As the item in question differed from the product associated with the original offer, we would not be able to pay the customer for the full amount.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received a quote of 56.00 for my phone. Snet the phone in and they proceed to tell me its not the phone i told them it was and the offer is now 0.00. But they would be happy to keep the phone and recycle it for me. When looking on there website now they are no longer excepting the phone model i have. I feel i was one of the last people to send this model in before they discontinued taking this phone, and there way of getting out pf paying me is to lie and say i sent the wrong phone in.

Desired Settlement: to receive the $56.00 usd I was quoted to by the company in good faith.

Business Response: The original offer that was locked in by Mr. ******* was in regards to a Blackberry RIM Curve 9370.  The customer indicated that the cell phone was in “Good” condition and may display signs of wear from normal use.  Based on the retail value of the Blackberry RIM Curve 9370 in the secondary market as well as the condition that the phone was indicated to be in, we provided an offer of $56.00. The customer created a transaction for this amount and was provided 30 days to send the item to us.  Upon receipt of the cell phone, we found that the item was in fact a Blackberry RIM Curve 3G 9330.  As this is not a model that ******* currently purchases, we revised the offer to $0.00 and notified Mr. *******. The customer declined the new offer and the item was requested to be returned.  The shipment was sent from our facility and has been delivered to the customer’s shipping address as of October 18th. As the item in question differed from the product associated with the original offer, we would not be able to pay the customer for the full amount.  The item has been returned to the customer as requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gazelle offered to purchase my iPhone4 with an offer price of $184.00. Once they checked out my phone, they claimed the phone didn't hold a charge which didn't make sense to me since it works perfectly fine (and when they returned my phone, it was still fully charged. I opted to have my phone returned to me (rather than accept their revised offer of $55.00). Once I received my iPhone, I discovered they had removed the SIM card. Granted their instructions were to remove the SIM card but I didn't because I had restored the phone to it's original settings so I didn't think it was a big deal. Well, they removed and destroyed the SIM card. Now I have to buy another SIM card. They should not destroy any part(s) of a phone until they know for a fact that the sale will go through. They did not return my phone exactly as I had sent it in. Order_Number: *************

Desired Settlement: DesiredSettlementID: Replacement They need to send me a new SIM card.

Business Response: To whom it may concern:

After a transaction is created, Gazelle requests that customers remove SIM cards from phones prior to sending the item to us.  As the SIM card holds personal and private data, Gazelle removes and destroys all SIM cards upon receipt of items.  This policy is in efforts to protect the privacy of the customer.  

The original transaction for the Apple iPhone 4 32GB was created in relation to the item being in “Perfect” condition. Gazelle defines “Perfect” condition as items which do not display any signs of use or wear.  However, upon inspection of the item, we found that it did not hold a charge.  As such, the offer was revised and the customer was notified of the new amount.

As the customer declined the revised offer, the item was returned to the shipping address.  Since the SIM card was removed and destroyed upon the original receipt of the item, it could not be retrieved and returned with the item.

The customer may obtain a new SIM card for free through the former service provider, AT&T.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle


Consumer Response:

I have no problem with Gazelle not accepting my phone - I do have a problem with them not returning my phone in the ORIGINAL form I sent in.  They should not destroy any part of the phone until they know for sure that they will purchase the phone.  And when I communicated with them, they did not mention that I could get a free SIM card through AT&T.  All I wanted was a SIM card for the phone (which I have already purchased).

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a quote from Gazelle for my iPhone * **** for $180.00. After receiving the boxes I sent the phone in to Gazelle. Once they received the phone and reviewed it they determined that it was not worth the original quoted price due to a crack on the back of the phone. I received an email from them stating that the phone was not worth the original quoted price of $180.00 but would now be worth $55.00. I did a live chat with a Gazelle representative to find out what they meant by crack in the phone because when I had sent the phone in there were no visible cracks. They told me they did not have any further information than what was noted on the account and I could appeal the decision to a manager and have it reviewed but more often than not the review would return the same results. After some consideration I decided to decline the offer and have the phone returned to me. ***** delivered my phone on 10/11/12 when I opened the package, removed my phone, and went to put the sim card back in the whole sim card tray was missing from my phone. When I had initially sent the phone into Gazelle the tray was in the phone but when they returned it to me it was no longer there. I immediately contacted Gazelle via the live chat option. I explained what happened, expecting them to send me my tray or a tray back. When I spoke with ****** at Gazelle he informed me that I could go to ***** and they would provide me with a replacement tray. While I was still live chatting with ****** I made a call to the ***** store to inquire about this. The sales clerk at ***** informed me that they did have the tray but it would cost me $8.00 to purchase it. I then informed ****** of this and he told me that this has never occurred before and they had no protocol for dealing with it. I explained that not only would it cost me $8.00 for a part that I already had when I sent it in to them but additionally the closest ***** store to me was over 1 hour away which would cost me gas and time. He informed me that he could see if there were extra trays in Gazelle's stock that they could send me and I would have to wait for someone to contact me then if they did happen to have an extra tray I would then have to wait for it to be shipped. I asked him how long it would take for someone to contact me and he had no timeline. So I would have to wait some indefinite amount of time for someone to contact me via email to let me know if they had the part that they stole from me, then if by some chance they did I would then have to wait 7-10 business days for said part to be shipped to me. All the while I would be without a phone. Neither option is acceptable to me at this point which I informed ****** of but he said that was all he could do at this time.

Desired Settlement: I would like Gazelle to refund me the $8.00 I am going to have to spend to purchase the part that they took.

Business Response: To whom it may concern:

We have been in contact with Mr. ******** regarding the replacement SIM tray.  As we were unable to locate a replacement SIM tray, we have agreed to reimburse the customer for $8.00.  We have asked our Finance Department to issue the funds to Mr. ********’s ****** account.  We will notify the customer via email once the funds are accessible.  We apologize for any inconvenience this has caused.

Sincerely,
******* **********
Senior Team Lead
Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/20/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: All went as expected up until the point when it was time to recieve my payment. I recieved an email on the 9/11/2012 saying that my payment was on the way. I contacted Gazelle on the 24th and they notified me to allow 10 business days for payment to be sent. The 24th being the ninth day, I waited until after I recieved my mail on the 26th to re contact gazelle. On this day, I was notified that my payment was sent on the 21st and to allow another 10 business days for payment. I bregrudgingly agreed. I contacted gazelle again today, 10/3/2012, and was told by representative "*********" that my payment was sent on the 11th and that she was going to open a "ticket" to find my payment and could not give me a projected date as to when this issue will be resolved. I gave her my ****** account information to avoid any possible problems with mail service, and she could not tell me if this alternative form of payment could be used at this time. I then informed her I would be filing a complaint with the BBB.

Desired Settlement: I want my payment to be sent to my ****** account immediately. They promise fast, easy, no hastle payment for electronics and this encounter has been everything but simple. I also request that the BBB remove their stamp of approval from the Gazelle website because this lends them credibility that they do not deserve. I am tired of taking time out my day to be fed lies and be given the run around when it comes to receiving my payment.

Business Response: To whom it may concern,

Our deepest apologies to Mr. ***** ****** for the inconsistency of information provided. His check payment in the amount of $172.00 was in fact processed on September 11, 2012. It was mailed to the following address:

***** ******
*** ****** Blvd
Apartment ****
******, TX *****

It has not been returned to us. We have confirmed that it has not been cashed. A stop payment will be placed on 10.10.2012 and it will be re-issued on 10.11.2012 via ****** to: ***********@yahoo.com.  We sincerely appreciate Mr. ******'s patience with the reported matter.

**** ********
Manager
Customer Care
Gazelle | 25 Thomson Place | Boston, MA 02210

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I got a quote from Gazelle to purchase my iphone ** for $226.00. I accepted and they sent me a box so I could send in the phone. I followed all the instructions and sent the phone as directed. On 9/14/12 I received an email saying that they had received the phone. A copy of the email is pasted below: Your box has reached Gazelle Inbox Gazelle.com donotreply@gazelle.com Sep 14 (11 days ago) to me Track My Transactions > Hi **** We wanted to let you know that your box has arrived at Gazelle. We'll open the box up shortly and check your items into the system to get you through our process fast. If you have any questions at all, don't hesitate to reach out to our Customer Care team any time. Thanks! The Gazelle Team This email was sent to **************@gmail.com by Gazelle in accordance with our Privacy Policy. ****** Seven days later I received a second email saying that there is still time to get the phone to them so I can received my $226.00 indicating that they did not receive the phone. After receiving the second email I attempted to contact them and was only able to 'chat' as they do not accept phone calls. During the first chat session, I was told that the phone was not received but after some checking, they changed that and said that it was but they were backed up in processing. I received a call and since I was doing the chat on my cell phone, the session was cut off. I then got on a second chat and again was told they had not received my phone. I asked to have a supervisor call me and was told that would happen but after 3 business days it still has not. I contacted them again yesterday and was told yet again that my phone was not received and that a supervisor would contact me which still has not happened. According to their web site, you a suppose to receive a check 10 business days after they receive the phone and it has been 11 calendar days and they still do not acknowledge receiving the phone and they are not making any effort to advise me of the status of our agreement. I am sure they have some fine print that gives them extra time but they have not met any of the milestone tasks they identify in their website.

Desired Settlement: I want the phone back.

Business Response: To whom it may concern:

Upon completing the transaction to sell Gazelle an ***** iphone ** **** (*************), we provided the customer with a prepaid USPS shipping label.  The tracking information associated with the shipment shows that the shipment was delivered to our Inspection Facility in Irving, Texas on September 14, 2012.  Typically, shipments are opened and items are logged into our system within one to two days.  Unfortunately, the item in question was not reviewed and processed within our normal time frame.  

I have spoken with Mr. ********* via telephone to apologize for the delay and any confusion and/or frustration brought forth during his correspondence with our Customer Care Department.

We have assured the customer that as the tracking information shows that the shipment was successfully delivered to our facility, we will honor the original trade-in value for his device.  A check payment of $226.00 will be mailed to the payment address associated with the customer’s account by Monday October 1st.  The customer will receive an email notification from Gazelle once the check has been mailed.

Cordially,
******* **********
Senior Team Lead, Customer Care
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent a working iphone 3GS 16GB to the company and was informed through their website correspondence that it was worth 60+ dollars. They stated they would pay this amount after they recieved the product then inspected it. Once they recieved it they emailed me with an offer of 20+ dollars and stated it was a broken phone. I declined the offer and they sent back the phone and upon reciept of it I was not able to charge it or turn it on. This phone was not broken before I sent it to them as I used it to listen to music on a speaker system prior to sending it off to them. I believe they wanted it at a less price and broke it when I declined their counter offer.

Desired Settlement: I am just making you aware of this situation so when they do it to other people (who report it to you) you will see a pattern of deception.

Business Response: To Whom It May Concern:

On August 27th, the customer created a transaction to sell Gazelle an Apple iPhone 3G S 16GB in Good condition for $64.00.  Based on the conditions set forth on our site, "Good" condition applies to items that exhibit “normal signs of wear and tear” of a pre-owned electronic.  However, the item must not have any cracks, missing buttons, serious physical damage and the item must turn on. 

When items are received at our Inspection Facility in Irving, Texas, we check the shipment to ensure there are no signs of damage from transit.  According to our records, there was no indication that the shipment in question was tampered with or damaged en route to our facility.

Upon the inspection of the customer’s device, we found that the item did not complete the boot process.  As the item was able to turn on prior to the system reset, the offer should not have been revised.  Unfortunately, due to miscommunication on our end, the offer was revised to $28.00.

As per our Terms of Service, Gazelle will notify customers of any decrease in the offer and provide the option to accept or decline the new amount.  As the customer declined the new amount on September 9th, the item was subsequently returned to the shipping address listed in the customer’s Gazelle account.

We have reviewed the entire transaction history and have discussed the internal miscommunication in question.  We would like to offer the customer the full payment of $64.00 to be paid via check.  Prior to sending payment to the customer, we ask that the device be returned to our facility.  We have attached a prepaid shipping label to this communication for the device to be returned.


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

Senior Team Lead

Customer Care

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

 

 

 

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9217733.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent a computer in good working condition with it's original packaging and accessories to Gazelle after they quoted me $278.00. Upon receipt they immediately emailed me and said they lowered the price to $0 because the computer would "not turn on". I was shocked by this and became suspicious as I knew it was untrue. They offered to recycle or send it back to me, and I asked them to return it so I could inspect it. I also looked up reviews about Gazelle online (including BBB) and discovered many consumers have also had similar issues with this company - sending in good working products and being told they were defective upon receipt and being returned FURTHER damaged items or even items that were not theirs. Concerned by this, I emailed Gazelle to see if I would get the computer in its original packaging I sent with it, and they said yes, anything I sent originally would be returned. This is not the end of the story though. When I received the returned computer I opened it immediately and found the following issues: 1. I was told by customer care (in an email that I have) I would get my computer sent back in it's original box and packing. It was NOT. 2. The keyboard and mouse I included with the computer was NOT returned. 3. The power cord was also NOT returned. 4. The memory/RAM was removed/taken from the computer. 5. The internal hard drive was disconnected internally and shoved into a section it was not supposed to be in. 6. The outside casing is scratched, bent and broken. The computer is now severely damaged/broken and is not in that condition when I shipped it to Gazelle. It is my belief that this computer is beyond repair at this point due to the damage caused by this transaction. I am disgusted by what happened and wish I never came across Gazelle - as I sent a computer in perfect condition and it was returned completely broken and stripped. I feel like a victim of fraud.

Desired Settlement: Unless Gazelle is able to send me back the same ram, mouse, keyboard, box, power cord, packaging, fix the casing of the computer they broke, and get it back to the original good and in working condition that it was in when I sent it to them, I would like a settlement for the amount they originally quoted me the computer was worth. Because if I had never sent it to Gazelle, I could've sold it on **** or ********** for the same amount or more. The only reason I went with Gazelle was for the convenience and it turned out to be the worst decision I could've made.

Business Response: To whom it may concern,

We have been in communication via e-mail with ***** ******* and have reached a
mutual agreement by having the item in question returned to our inspection
facility. As soon as the tracking information for the return is activated the
quoted offer will be honored.

For further questions and/or concerns, Ms. ***** ******* is encouraged to
contact us via e-mail at ************************ or via telephone at
***************


Cordially,

******* **********
Senior Team Lead
Customer Care
Gazelle | ** ******* ***** | ******* ** *****
********************** | ************ | fax ************

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/4/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: WELL TO MAKE IT SHORT I MAILED THEM 2 SMART PHONES I GOT THE EMAIL SAYING THEY RECIEVED THEM AND THAT MY CHECK WOULD BE HERE IN 7 TP 10 BUSINESS DAYS.....WELL ITS BEEN OVER A MONTH ALMOST TWO AND NOTHING ELSE FROM THEM . SO THEY HAVE MY STUFF AND HAVE YET TO PAY ME FOR IT!!!! I DONT RECOMMEND THEM AT ALL

Desired Settlement: I WANT MY MONEY ASAP

Business Response: To whom it may concerns:

There appears to be a confusion and I am happy to shed some light on the matter. Our offers are based on models selected by end-users, functionality and cosmetic condition.  Two specific make and models were selected and assessed through our site calculator by ******* ******. It should be noted that our offers are per pending inspection of the device(s) being sent to our facility.

The estimated (total) offer was $198.00 per the models selected by end user. Both models resulted in older models with no trade-in value. Three unique e-mail notifications were sent to the following e-mail medexaminer2b@gmail.com along with a final reminder.  In the event that a response is not received we proceed by having the devices recycled responsibly as noted in our Service Terms.

Details regarding the selected models and the actual ones are listed below:

A.
Blackberry RIM Bold 9930 (May 2011)
$145.00 (Perfect)

Actual Model Sent:
BlackBerry Curve 8530 (2009 November)

Comparison:
http://www.gsmarena.com/compare.php3?idPhone1=3755&idPhone2=3592#results

B.
LG myTouch Q (2011 October)
$53.00 (Sent in as Perfect but had scratches on the screen).

Actual Model Sent:
LG Axis (2011 January)

Comparison:
http://www.gsmarena.com/compare.php3?idPhone1=4231&idPhone2=3731


Cordially,
**** ********
Gazelle, Inc.
Customer Care Manager

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

THIS IS THE SECOND COMPLAINT I HAVE FILED NOW AGAINST GAZELLE. I SPOKE WITH A MAN TODAY AND HE SAID THAT MY COMPLAINT WITH YOU ALL THE BBB HAD BEEN SATISFIED..........UMMM NO IT HAS NOT!!!! WHEN I MENTIONED TAKING LEGAL ACTION AGAINST THIS COMPANY THE MAN SHRUGGED ME OFF... VERY INAPPROPRIATE.

WELL SINCE THEY "RECYCLED" MY PROPERTY I WOULD AT LEAST LIKE HALF OF THE 198.00 THEY SENT ME AN INVOICE FOR . THEY GOT 2 SMARTPHONES AND I DIDNT GET ANYTHING THEY LIED... I HAVE PRINTED ALL EMAILS SIX MONTHS BACK AND I NEVER RECIEVED AN EMAIL FROM THEM. THEY ARE NOT WILLING TO WORK THIS OUT!!!! SOMETHING HAS TO BE DONE. IN MY OPINION THEY ONLY REASON THEIR RATING WITH YOU ALL IS AS HIGH AS IT IS ...IS CAUSE THEY PAY THEIR "MONEY" TO THE BBB TO KEEP THEIR RATING....I KNOW HOW THAT WORKS CAUSE MY HUSBAND HAD A COMPANY THAT ALWAYS KEPT AN A OR A PLUS RATING CAUSE HE PAID YOU ALL MONTHLY......HMMMMM A LITTLE MISLEADING ON THE BBB'S PART.



 

 

Business Response:

Dear Jessica,

During our telephone conversation earlier today, we had stated that your concerns were "addressed" through the complaint you had filed with the BBB. It was not stated that it had been "resolved" by the BBB.  When the transaction in question was placed, you had agreed to our Service Terms.

http://www.gazelle.com/service_terms

As noted in our previous response, the quoted offer of $198.00 originated from the misrepresentation of the products as you had selected incorrect models.  As noted in our Service Terms:

"Gazelle will inspect all Products that are received. Gazelle 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".

"Gazelle reserves the right to revoke the original offer and provide a revised offer for the Product if: (a) the Product and/or materials are not as described, (b) the Product is received by Gazelle after the Delivery Period, and/or (c) Gazelle receives Product(s) that are different from those identified when your offer was calculated."

The offer revision consisted of zero value which the options of (a) having the devices recycled responsibly or (b) returned to you at no cost.

"Gazelle will give you a period of five (5) days after Gazelle presents you with a recalculated offer via email at the address you provided to accept or reject the new offer (the "New Offer Period"). Gazelle will also remind you of the outstanding new offer one or more times during the New Offer Period. However, if the new offer is neither affirmatively accepted nor rejected by you during the New Offer Period, the new offer will be deemed to have been accepted by you and you will be paid the new offer price (if an actual revised value is presented) in the normal course and in accordance with these service terms. For the avoidance of doubt, your acceptance of the original offer and/or any new offer is final and you may not change your mind later about accepting such offer".

We have on file copies of the notifications that were sent to the e-mail address provided when the transaction was placed and would be more than happy to provide a copy to your Legal Counsel.  Should you or your Legal Counsel have further questions, please do not hesitate and contact us.

Cordially,
**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This Company has a very seductive commercial promising fast and easy processing of their money for your used electronics. Nothing could be further from the truth. I submitted my honest initial appraisal of my iPhone, which earned an initial offer of $97 for the unit. The phone was in excellent working condition with nothing broken when properly packaged up and sent to Gazelle. Soon I receive an email saying that my phone was received and some damage was found (a broken power button) and now they will offer only $37. Being an unsuspecting and honest person, this really made me mad. A search of the internet revealed a whole bunch of claims just like mine where after receipt of electronics, a new, fictional "damage" is found resulting in a drastic reassessment. Boy I wish I had thought to do some checking on this company before sending anything to them -what a headache! I suppose to just offer the money for electronics without this apparent trickery is just not making enough money.

Desired Settlement: I'd like this company to honor their initial offer of $97 and apologize for this huge inconvenience -the whole reason I engaged this company was the "quick and easy" nature of their advertisements.

Business Response: Dear Mr. ********,

I appreciate the time taken to bring this matter to our attention.

The item in question is:
*************
************* * ***** iPhone *** ****
IMEI: ***************

The original offer was revised from $97.00 to $37.00 because the power button is not present. It must have become loose due to normal tear and wear and subsequently fallen off while in transit. We did not find the button inside the retail box that enclosed it however the possibility exists.  Our interest is not in the deliberate offer revision since there is not better relationship than that of a “repeat” customer.

Our course of action will be as follows:

01. The item had been shipped back to you via FedEx Tracking No.: *************** with an estimated delivery of Aug 17, 2012.
02. I have personally contacted FedEx and requested that the shipment be re-routed to our headquarters in Boston, MA. The reference number is **********.
03. Upon delivery the item will be carefully reexamined. Unfortunately, we do not refurbished nor repair electronics but if necessary, I will have the missing button replaced somewhere else.
04. Subsequently, we will honor the quoted offer ($97.00).
05. I will keep you informed each step of the way. My direct contact number is: (***) ********.

Last but not least, please accept my sincerest apologies for any inconvenience this matter may have caused you.

Cordially,
**** ********
Gazelle, Inc.
Customer Care Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had sent in my one month old ****** and was quoted a price of $280. When Gazelle received the phone they told me they couldn't offer me anything because the esn was still active and they couldn't reissue the phone to anyone else until it was unactive. Fair enough I said just send me the phone back. They then said they would offer me a price of $90 and I called Gazelle and spoke with ***** and asked them how they could offer me a price of $90 and not $280. He said they would use it for spare parts, WRONG I had talked with ****** and they could of still issued the phone to someone else, at least this is what ****** says. So I said just send me back my phone. I received my phone back however when I sent Gazelle the phone it had a case around it and a belt clip that had cost me $50. I called Gazelle back and got ***** again, he said that they recycle those extra parts, WRONG again they don't recycle those parts, they either sell them or use them for themselves. Anyways I filed a complaint with the BBB and Gazelle did respond offering me $30, I rejected the amount and attached a copy of my receipt to my rejection and that's the last I had heard from them. I am also concerned with the BBB on how they rate their registered businesses. They say they don't five their rating based on complaints and that Gazelle has an A+ rating, that's right an A+ in screwing people over. They also have people that sent in good reviews of their company, and I'm sure they are all from their employees to off set the negative complaints. I also just got done filing a complaint with the Missouri State Attorney generals Office and the MA State Attorney Generals Office. It probaly wont do much from what they said, but what they both did tell me is that if everyone files a complaint with the Attorney generals Office eventually their will be enough complaints for an investigation and possibly litigation for unethical and unfair business practices and as well bait and switch. So everyone reading this needs to do the same. Bigger companies than Gazelle has gone out of business before. Still havent heard anything back from Gazelle COO about my $50 refund. I will tell everyone I know not use Gazelle it's a SCAM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: $50 check to replace my protective case

Business Response: To whom it may concern,

As noted in our response to the original claim #******* (filed on July 30, 2012), we will be more than happy to purchase the missing mobile protective case manufactured by **** ***** ************** *** upon provision of the exact model and color information by Mr. *****.

We ask for Mr. ***** to kindly provide the requested information in order to have the missing accessory replaced in a timely fashion.


Cordially,

**** ********
Gazelle, Inc.
Customer Care Manager

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. This is just another attempt of Gazelle to say that they answered my complaint and to say that they have tried to resolve this matter but the consumer didn't accept the offer.  This is true in so many other complaints against Gazelle.  Im at the point to just to accept the $30 refund check that you have offered in a earlier email.    I just want to get on and put this past me.    

Business Response: Dear Mr. *****,

I am very sorry to hear that you may not be pleased with our offer. After I sent my most recent follow up I realized that you had sent a copy of the purchase receipt for the missing accessory. Per the documentation provided, it is a fact that you had paid $49.99 for the accessory under discussion. Moreover, through the purchase receipt I was able to verify that the manufacturer is a company named ******** and not **** ***** ************** *** as originally stated in your complaint.

Please note that the issue at hand is replacing the accessory with the exact same that is: manufacturer and model. The accessory is replaceable for $23.99 (free shipping) through ******.com

Please refer to the link below:

**********************************************************************************
I wanted to offer two options: (A) a check for $30.00 which suffices for the replacement of accessory OR (B) Ordering it on your behalf and having it shipped directly to you.

Per your final response, we will proceed and have a check in the amount of $30.00 processed and mailed to you. Please allow 3 to 5 business for processing as once it is processed we will send you an e-mail once the check is in the mail.

I appreciate your understanding and I am glad that we have reached an amicable resolution.

Cordially,

**** ********
Gazelle, Inc.
Customer Care Manager

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/17/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I sold my phone to the Gazelle company online and they asked me for my email and my mailing address so they could send me the box to ship the phone in. While online, I was asked for my paypal account email as well and I provided that and my mailing address to Gazelle. A few days later I had received a box in the mail from Gazelle for me to ship my phone. I packaged the phone and sent Gazelle my iPhone * **** from *******. I was waiting to receive my payment in my paypal but it was never sent by Gazelle. I then went back onto the website and intended on tracking my order, but when I provided them with an email address that I gave to receive the paypal payment and the shipping package, it would not register my email. So I contacted the Help Center and talked to ******* in which she told me she would check to see if a shipping label had been sent to my address. She told me that her company had no records of my email address or my mailing address and that maybe I had the wrong company. I explained to her that that could not be true because of the fact that I have had that iPhone for about a year before seeing thier ad on tv and deciding to do it through them because I felt that it would be alot easier and less stressful to do it with an actual business. I explained further that no one else could have possibly sent me a package the same time I was supposed to receive the package from Gazelle because Gazelle was the only used sell phone site that I have ever used or seen before. I understand that people can make those type of mistakes, but not me. I've been using computers for years and im sufficient with both Mac's and PC's so I know ALOT about computers. Also I explained that it could not have been an email issue because I was asked to enter the email once and then two more times to verify the email address through PayPal. Me and ******* discussed this for about two-three days before she asked me for my iPhone serial number (************) and the MEID #(**************). I provided ******* with both of those numbers and she sent me an email about two days later stating that she was unable to find any phone with that serial number.

Desired Settlement: I jus want Gazelle to pay me the $166 they owe me for the ******* iPhone * **** that I shipped them. I'm starting to feel like it was a scam to receive my phone, and act as if they never had any knowledge of my shipment, which is why they do not provide you with a tracking number or email. I had the money being sent to my PayPal which was under the email address ************@yahoo.com. This has been a more stressful situation than I
could have imagined and I just want the money I am entitled to for my phone or I would like to have my phone shipped back to me. That is all. Thank you!

Business Response: To whom it may concern:

Apple iPhone * **** ***** (*******)
MEID: **************
Apple Serial Number: ************

Mr. ***** has stated that a transaction to trade an ***** iPhone * in exchange for $166.00 was placed during the beginning portion of the month of June 2012.  We have no records of a transaction associated to the name, maligning address and serial number furnished. Moreover, Mr. ***** has not been able to provide a transaction id for the transaction in question.

On 6.16.2012, Mr. ***** contacted us stating that: "For some reason I cant track my iPhone that i sent in last week. My name is ****** *****. I have not received any emails and when i try to track the package and I enter my email address, it makes it seem as if my email address was never saved. So now I have sent u my iPhone in the mail, and im worried that I will not receive my payment through PayPal. Is there a way I can have an email sent to me verifying that I have set up an order and that it will be processed when it is received? I would greatly appreciate it. Thank you!".

On 6.16.2012, he indicated that the phone had been sent the previous week "sent in last week".

On 6.19.2012, he states that: "I used the shipping box that was sent. I dropped the box off on a saturday so im guessin it was shipped monday june 18th. It was a black iphone * that was not damaged and had the battery included".  If the box was dropped off on Saturday that would have been June 14, 2012.

Going back to statement on June 16, 2012: "For some reason I cant track my iPhone that i sent in last week". It appears as if a tracking number had been provided yet Mr. ***** has not been able to provide one.

We have researched this matter thoroughly and believe that Mr. ***** must have sent the mentioned item to a different company with the same or similar business model as ours.  We encourage Mr. ****** to contact ******* and *****, Inc. and report the device as lost or stolen. This will prevent the device from being activated under a NEW owner's name.  We also advise Mr. ***** to conduct a careful review of sites he may have visited when he became interested in selling his device. We have no records of the mentioned transaction or of a box being sent to him as part of the trade-in process.

Cordially,
**** ********
Gazelle
Customer Care Manager













































BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i sold my iphone to them and there where three choices 1. not working or serious damage $30.00 2. normal use $84.00 3. perfect condition $90.00. i chose 2 because my phone worked but had a little crack and they gave me only $30.00 that is not my fault they didn't have it worded wrong and now they wont pay me.

Business Response: *************
************* - Apple iPhone *** ***
IMEI: ***************

To whom it may concern,

We apologize for the delay in having this matter addressed.  The presented choices to all users are:  My iPhone is...

A. BROKEN. Does not turn on or has serious physical damage.
   Your iPhone is in this condition if any of the following are true:
   -Does not power on
   -Broken or cracked LCD screen
   -Broken, cracked, or missing parts (ringer switch, charging ports etc.)
Current trade-in offer: $30.00

B. GOOD. Normal signs of use.
Current trade-in offer: $70.00

C. FLAWLESS. Looks like it has never been used.
   Your iPhone is in this condition if all of the following are true:
   -No noticeable flaws, still in its package or looks like new
   -Has zero scratches
   -Has no dust under the glass
Current trade-in offer: $90.00

Mr. ********* has acknowledged that the device has/had "a little crack" and this puts the device in the "broken" category. Upon category/cosmetic condition selection further details are provided as to what each category entails. We are very sorry that Mr. ********* omitted to read the details presented.

The phone's inspection was completed on 5.16.2012 resulting (based on our findings) in the revision of the offer. A notification was sent to Mr. ********* via e-mail that day along with 3 additional (subsequent) ones before the item was auto- accepted (as stated in our Terms of Service) due to lack of response. When an offer is revised all users are presented with the options of "accepting" or "declining" and in the event that a revised offer is declined the device is shipped back at
no extra cost.

Cordially,
**** ********
Gazelle
Customer Care Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent my phone in for evaluation and the company is now stating my phone is worth nothing (they were going to give me a whopping $6.00 for it-now they are saying it's worth nothing) and they can't understand how and why I even sent my phone in to them. (I am wondering the same thing). They have stated to me in a rude e-mail that I somehow bypassed their form to get an evaluation done and they don't know how this "magically" happened. They are claiming my phone isn't even on their list of phones they purchase and I feel this is just their way of keeping my phone, charger and manual and will probably re-sell my phone which is in perfect working condition. Customer Service never picks up the phone, always a voice mail and I was disconnected from their "live chat". I seriously doubt this company will remain in business for much longer!

Desired Settlement: I just wanted to alert other consumers about this company and feel they are extremely unprofessional and are operating under false terms.

Business Response: To whom it may concern:

We apologize for the confusion and/or misinformation.

The device is in fact a device that we currently do not support as it is a device that has been long discontinued by the manufacturer with no demand in the market for used electronics.

Since it appears that we were still listing it at the time when the transaction was created the message conveyed should have been that the $6.00 offer had been revised due to actual cosmetic condition of the device. It had been rated by end user as "perfect" or "flawless" which entails that it looks like as if it has never been used. The device does exhibit significant signs of wear and tear.

Given the miscommunication we will honor the quoted offer despite the item's cosmetic condition. A check payment in the amount of $6.00 will be processed in the 3 to 5 business days and subsequently mailed to end user's address on file.

Cordially,

**** ********
Gazelle
Customer Care Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent my phones to gazelle.com because they were supposed to pay me for the phones. They gave me a price for them and went I sent them they sent me an e-mail stating that they were the wrong phones so they didn't offer me any money. I had the choice of recycling the phones or having them sent back to me. I decided to get my phones back because I could at least turn the phones back on with a service and use them again. If they weren't worth anything, I could at least use them because they still worked. I received the package Friday June 8, 2012 and when i opened the box both phones were missing the computer chip and can not have service anymore. They took the chips with the gold and silver in them and they just sent me back the shells. They robbed me of my phones because hey can't be used anymore and they didn't pay me anything for them. Not only am i putting in a complaint here, I will also be putting in a complaint with the internet crime division. Gazelle took what they wanted from my phones, without compensating me for it and returning phones that can never have service again.

Desired Settlement: I want to be compensated for the phones that they destroyed. They might not have been worth anything to sell but obviously they worth something if Gazelle decided to steal the computer chips. I want my $70 that they quoted me for both phones.

Business Response: To whom it may concern:

Mr. ******* had sent us two devices that were originally described as:

A. ********** *** **** **** / Quoted offer ($27.00)
B. ******* **** ** ******** / Quoted offer ($44.00)

Both had been described incorrectly as the correct models were:

A. ********** *** ***** **** (******)
B. ******* ******** ***** ********

The correct models are of lesser value. In addition, their actual cosmetic state were:

A. The trackball or track pad does not work properly and may not make this device suitable for everyday use.
B. This device had been heavily used and exhibits significant wear therefore limiting a trade-in value.

Both devices were returned to Mr. ******* in the same exact condition as they arrived to our inspection facility.

The referred "chips with the gold and silver" alludes to what is known as a "SIM card" required only on devices to be used with Service Providers such as ******** and ***** In the event, that a SIM card is required one can be obtained "free of charge" at any of the mentioned service providers.

If the devices are to be used with service providers such as ******, *******, etc., these do not require SIM cards as they are embedded in the phone and cannot be removed.

If Mr. ******* has further questions, we kindly ask that he contact us via e-mail at ************************ or via telephone at ###-###-####.

Cordially,
**** ********
Gazelle
Customer Care Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I'm not stupid. I know what a sim card is. Those are removeable. The chip I am talking about is the chip with green and gold. A SIM card is not located behind the trackball in a **********. The trackball was removed and the green chip behind it was taken. It did work because I would turn on the phone and move through the applications using the trackball. On my message phone the battery was removed and AGAIN the green computer chip was removed. There was no SIM card because I removed the SIM cards before I sent the phones. What was stolen was NOT THE SIM CARDS it was the WHOLE COMPUTER CHIP! I will also be filing a complaint with the Internet crime division because this was a robbery. I still have the phones as evidence and will not be throwing them away.

Regards,

**** *******

 

 

Business Response: Hi Mr. *******,

If ought to look into the matter further we will be happy to do so and proceed with any necessary rectification.

Can you please send pictures of the device(s) displaying the reported matter to: ************************

In the subject line please write: ATTN: Customer Care Manager

We look forward to hearing from you.

Cordially,

**** ********
Gazelle
Customer Care Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I heard about Gazelle on a commercial to sell back my old iphone. I called them up and started the process. I packaged up my phone which was in excellent condition. There were absolutely no issues with it it was just an older version (3s) and had 2 little scratches on the back. I sent it to Gazelle and days later I received an email stating that there was damage and the phone no longer worked and that it would only be worth $15. The phone to be sold on ebay is worth nearly $400 and when I filled things out with Gazelle the form said it was worth $77.00. I feel like I have been taken advantage of and deceived and I am very unsatisfied with the quality of service.

Desired Settlement: My desired outcome would be to receive the $77.00 I was quoted originally as there was absolutely nothing wrong with the phone. I feel this business is taking advantage of people and in future I would urge fellow sellers not to mail phones as there is no guarantee that they will fulfill their obligation. Their integrity is in question here.

Business Response: PS*********90
SR*********86 - Apple iPhone 3G 8GB
IMEI: *********851818

To whom it may concern,

We apologize for the delay in having this matter addressed.

The device in question is an Apple iPhone which had been described by Mr. ********** as it being a 3GS (8GB) model. The IMEI and Apple Serial Number indicated that the correct model was an older model "3G (8GB)".

The original offer was based on functionality and cosmetic condition the primary drive is by the "specific model" selected. There is a substantial difference between and an Apple iPhone 3G and 3GS. For example: A 3G cannot be upgraded to the latest OS version supported by Apple which is iOS 5.1.1 but an Apple 3GS supports it along with many other features not supported by its predecessor.

We wish that Mr. **********, would have contacted us before accepting the revised offer for clarification on the matter as there are no records of an attempt until the filed BBB complaint.

If the correct model would have been chosen the presented offer would have been approximately $45.00 and not $77.00. Our offer had been revised to $15.00 due to cosmetic defects and not the functionality of the device as a large piece of the housing was missing near the phone's power button.

As a customer service gesture and based on "actual pricing" for "actual model" we can honor $45.00 - $15.00 = $30.00. In other words, in addition to the already paid amount of $15.00 we can offer Mr. ********** an additional $30.00 for a total of $45.00.

Upon acceptance, a check payment will be processed and mailed to Mr. ********** to the mailing address on file.

Cordially,

**** ********
Gazelle
Customer Care Manager
To whom it may concern,

We apologize for the delay in having this matter addressed.

The device in question is an Apple iPhone which had been described by Mr. ********** as it being a 3GS (8GB) model. The IMEI and Apple Serial Number indicated that the correct model was an older model "3G (8GB)".

The original offer was based on functionality and cosmetic condition the primary drive is by the "specific model" selected. There is a substantial difference between and an Apple iPhone 3G and 3GS. For example: A 3G cannot be upgraded to the latest OS version supported by Apple which is iOS 5.1.1 but an Apple 3GS supports it along with many other features not supported by its predecessor.

Mr. **********, could have contacted us before accepting the revised offer for clarification on the matter.

If the correct model would have been chosen the presented offer would have been approximately $45.00 and not $77.00. Our offer had been revised to $15.00 due to cosmetic defects and not the functionality of the device as a large piece of the housing was missing near the phone's power button.

As a customer service gesture and based on "actual pricing" for "actual model" we can honor $45.00 - $15.00 = $30.00. In other words, in addition to the already paid amount of $15.00 we can offer Mr. ********** an additional $30.00 for a total of $45.00.

Upon acceptance, a check payment will be processed and mailed to Mr. ********** to the mailing address on file.

Cordially,

**** ********
Gazelle
Customer Care Manager

Consumer Response:   Thank you for your response and I accept the final offer of $30. *** **********
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9060334.

Regards,

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

Consumer Response:   Thank you for your response and I accept the final offer of $30. *** **********
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This has to be one of the biggest ripoff company's going right now. I sent them my used sell phone, that was only a month old, so new the factory screen protector was still in place, after two months went by, I called them, they said that my phone was in-operable and that it had been recycled...I said well if my phone was in-op then why didn't you send it back to me the owner, they claimed they had sent me emails informing me but I never received any emails, nor the ones they said they were going to forward me proving they did.

Desired Settlement: I want my property back, and for this company to stop ripping people off!!!

Business Response: ************* ************* - HTC EVO Shift 4G *****

To whom it may concern,

We apologize for the delay in having this matter addressed.

Mr. ******* initiated a transaction on October 20, 2011 to trade-in an HTC EVO Shift 4G ***** for which (based on the answers provided) was offered $101.00. As noted in our site and particularly our Terms of Service all offers are good for 30 calendar days.

A prepaid USPS shipping label had been provided. Track and Confirm ******************************. Mr. ******* had shipped the device well beyond the 30 days and subsequently was delivered at 1:18 pm on January 11, 2012 in IRVING, TX 75038.

The presented offer had expired amore over the ESN (Electronic Serial Number) was still active which is typical when a pending balance exists with the service provider. Under such circumstances the device is inoperable as it cannot be activated under a NEW account for usage.

Mr. ******* was contacted via e-mail on January 19, 2012 and on 3 subsequent occasions before the item was auto-accepted (as stated in our Service Terms) to be recycled responsibly due to lack of response. The outcome of this transaction cannot be reversed as the item in question has been recycled responsibly.

Cordially,


**** ********
Gazelle
Customer Care Manager

Consumer Response: I never received anything i.e. email from this company, but I do now, with offers to buy other equipment, somewhat of a taunt I would say. If for whatever reason they could not use MY phone then it should have been returned to the rightful owner

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I saw an Advertisement for Gazelle.com stating how easy it would be to sell my old cell phone to them. I went to the website and got an offer for $99 for my Samsung Galaxy S 4G SGH-T959V. I was sent a box to ship it in, which I then shipped to the address provided (**** ***** **** **** ***** **** ******* ** *****). After a few days, I received an e-mail from Gazelle stating that the item had a CRACKED screen and they were offering now only $4 for my $100 item! I declined and immediately asked for my phone back. My complaint is about their business practices. I am absolutely positive the phone was in 100% working condition prior to shipping and that the packaging was exceptional (I put the phone in its original box, put it in the provided box and then stuffed the box with shredded paper, which acts as a shock reducer.

Desired Settlement: I need my phone back ASAP. It better be the same exact hardware I sent them (I have the serial number and EIN of my old phone).

Business Response: To whom it may concern,

In order to ensure the accuracy of our findings, we'd like to ask Mr. Hector Henry for the Serial Number / ESN he has for the device in question. As soon as we receive the information we'll be more than happy to look into the matter further.

Cordially,

**** ********
Manager
Gazelle Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have sent in two hardly used cellphones to Gazelle on March 16th 2012. I was given an estimate price of $138 for both phones. I did know that the price might be adjusted because of condition. Today, I received a check in the mail for $8.00.  I was told that I should have received an email giving me the option to accept or deny the new price but I never received one.  One of my phone was accepted at $8.00 because they say that it was not functional and the other phone that I sent was supposed to still be active (which it was not) and they were not willing to give me the phone back because they "respectability Recycled" it.

Desired Settlement: I would have liked to have been given that option of accepting or denying the new price as Gazelle stated they do. I would have never accepted $8.00 on phones that were worth much more. I would have liked to have gotten the price that I was quoted or I would have wanted my phones back.

Business Response: To whom it may concern:

The transaction in question is under Packing Slip Number: *************
Customer Name: ***** ****
E-mail: ***********@gmail.com

All communication pertaining the above transaction was sent to:***********@gmail.com.  It is a valid e-mail address.  E-mail Verification: Result: Ok

MX record about gmail.com exists.
Connection succeeded to ****.gmail-*******.l.google.com ****.
*** **.google.com ***** *******************

End-user had been notified of the following on 3 separate times and also one final reminder. The e-mail may not have been a) checked, b) delivered to a spam or junk mail folder and c) overlooked.

The details are as follows:

A.-
************* - ** ******* * (******)
Product changed from ** ******* ** ($87.00) to ** ******* * ($8.00)
** ******* *** ******** ***** ******** ************** * ********** LG Optimus 4X HD
** ******* *: Released 2010, December (DISCONTINUED)

The actual model sent in was a much older model featuring:

* Slow processor (600 MHz)
* Low-resolution camera (3.2 megapixels)
* Low-resolution video capture
* Lacks an ambient light sensor for automatic screen brightness adjustment

B.-

************* - *** *** ** ***** ($51.00)

As of today, the ESN (Electronic Serial Number) associated with the recycled device is "ACTIVE".

******:
ESN: ******************: The ESN you provided is not clean for activation.

This means that the device is: a) tied to an account that remains active, b) an owed balance is still outstanding with ******.

We are very sorry that the outcome of this transaction may not be what the end-user anticipated. Unfortunately, we did not hear back from end-user during the required time-frame. The appropriate payment has been issued for one device and the other has been recycled responsibly as an active ESN prevents anyone from being able to active it under a NEW account with ******.

Cordially,
**** ********
Manager
Customer Care
Gazelle | 25 Thomson Place | Boston, MA 02210
*********@gazelle.com | ************| fax ************

Business Response: Hi,

We would like to look into the reported matter further.  In order to do so, could you please provide the transaction id number(s) associated with the transaction(s) in question?  First and last name and e-mail address associated with the transaction can also help.  We look forward to hearing from you.

**** ********
Manager
Customer Care

Consumer Response: ************* and *************.  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought an item advertised on eBay as an iPod Touch 3rd Generation 8GB. About 50 days after buying it, I tried to download a particular app. The app wouldn't download, telling me that my device was too old. It turns out that Apple never sold an 8GB 3rd gen iPod Touch and what I was sold was a 2nd generation device. I contacted the Gazelle. They blamed Apple and ME. They said Apple confused them. Then, they said I should have figured it out sooner and let them know. eBay won't help since it's more than 45 days past the date of purchase. Gazelle said they won't help since they don't hold themselves responsible and instead blame Apple and ME. Below is their response to me: "We apologize for any confusion. When Apple released the 3rd generation of iPod Touches, they only upgraded the 32gb+ models, and re-released the 2nd generation 8gb and 16gb models alongside them branded as 3rd gen. Within the past year, when it's been found that the 2nd gens can't update to the latest firmware, Apple denied they ever made 3rd gen 8gb and 16gb models. The only way to differentiate is the lettering on the back: two lines of words indicated a release with the 3rd gen, and 4 lines signifies 2nd gen. I'm very sorry for any inconvenience this issue has caused you. Due to the fragile nature of used electronics, we provide a 30 day guarantee backed by our return policy to offer our customers a month to inspect and test out the item before they decide whether they would like to keep the item or not. Unfortunately, because your request is beyond 30 days from when you received the item, we will be unable to issue a return. During the checkout period, and in our thank you email, we highly suggest and recommend purchasing a separate aftermarket warranty through SquareTrade.com in order to ensure that your item will be covered by Squaretrade's warranty after our 30 day guarantee has expired. I apologize that we could not be of further assistance at this juncture. Please let us know if there is anything else we can do to assist you. We're here to help."

Desired Settlement: Replacement with what was advertised: a 3rd gen iPod Touch in Good Condition.

Business Response: To whom it may concern:

We apologize for this inconvenience.

Our response to Mr. ******* ******* ***** was based on our Return Policy but given the nature of this particular incident and as a Customer Service gesture we are making an exception.

A Return Merchandise Authorization (**************) has been sent to the e-mail associated with the transaction. That is: **************************. Mr ***** is required to check the inbox (spam and junk mail folders as well) corresponding to the e-mail account noted. The instructions on how to proceed with the return of the device in question are detailed.

We appreciate his patient with this matter and if further assistance is required he contact us at *****************
Cordially,

**** ********
Manager
Gazelle Customer Care

Gazelle | 25 Thomson Place | Boston, MA 02210

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Business quoted price then stated item was of poor condition. Offered to ship back but I have zero guarantees will be same item or in condition I sent. Made multiple attempts to contact business only to be ignored.

Desired Settlement: $240.00

Business Response: To whom it may concern,

During the inspection process the device -Apple iPhone ** **** (**************)- was not able to complete the restoration process. Subsequently, the original offer of $234.00 was revised to $90.00.  Mr. ******* was presented with the options of accepting or declining the revised offer. In the event that the offer would have been declined the device would have been returned at no cost.  Mr. ******* accepted the revised offer on 3/23/2012.

If he has concerns that he wishes to address, we encourage him to contact Gazelle's Customer Care at 1 (888) 203-2725 and ask to speak to **** ******** (Manager).

Cordially,
**** ********
Manager
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted gazelle.com in order to sell a cell phone that was no longer in use after seeing an advertisement on the television. Following all the proper steps as outlines by gazelle.com I sent in my product and then proceeded to wait for verification of condition and then payment to be received. After my payment was missing for a time (exact time outlined by gazelle.com) I again contacted the business and informed them of the issue. Originaly they supposedly checked into the situation and responded to me that a new payment would be en route and I would be informed when it was sent so as to know when to expect it. When a longer period passed and still no word as to the payment even being sent I sent in an e-mail stating that because of payment complications I would simply like my belongings returned so I could take my business elsewhere. This was not responded to at all nor have I received either payment or my belongings back. Further communication from me stated that I fealt they (gazelle.com) were in effect stealing from me and I was under the impression they had no intention of either paying or returning. I have received nothing in regards to communication, payment or return of merchandise.

Desired Settlement: At this point I simply would like my item returned to me as I have no interest in business with this company (gazelle.com)

Business Response: To whom it may concern:

Payment for the item under discussion (** ***** ***** *****) was processed on February 14, 2012. Subsequently, a payment authorization was submitted to ******* to have a ******* Prepaid Visa Card in the amount of $11.00 mailed to:

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

We normally wait 14 days from the day that payment is processed before a replacement is issued. Unfortunately, we are unable to return the device at this point since the transaction has been fully completed in our system.  We are sorry that Mr. ******** has not received his payment. In order to expedite the matter, we are issuing a NEW payment in the form of a check in the amount of $20.00. The check will be mailed via Priority Mail with tracking on Monday, April 9, 2012.  As soon as tracking information is furnished by our Check Processing Center we will be providing it to Mr. ********.

Cordially,
**** ********
Manager
Customer Care
Gazelle | 25 Thomson Place | Boston, MA 02210

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

4/6/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Gazelle's website quoted a much higher value for blackberry but when they received it they claimed it was worth only 2.00 dollars instead of there original quote of 131.00 they stated I gave them the wrong model number even tho I READ IT RIGHT FROM THE UNIT. I asked them to return it. I got it back today 3/23/12 and the box was dmaged and it was missing all the manuals and the phone had all the wraping taken off of it and was full of face greese on the screen. This unit was absoulutly bean new never put in service now its worthless to me even if I wanted to try and sell it. it truly looks used now!!!

Desired Settlement: I feel like they offer you a price to get you to send the item in then they come back with a ridiculous offer. you cannot tell me that a bran new blackberry is worth 2.00!!! I would like them to honor there original offer.Your Box Status ************* Created 03/11/2012 We've finished processing everything you sent us. Items in this box Product Status Offer Your Payment $2 ***** ** **** ************* Returned $131 We returned your ***** ** **** on 03/20/2012.

Business Response: To whom it may concern:

We are very sorry that the transaction under discussion did not go as expected.  The models Blackberry *** ***** **** and Blackberry *** ***** ** **** are quite similar. The ESN or serial number associated with the device we received is **************. The ESN identifies the device as being a "Blackberry *** ***** ** ****" and not a "Blackberry *** ***** ****".

The release dates are:    Blackberry *** ***** ** **** 16 Sep 2010       Blackberry *** ***** **** 28 Sep 2011

The model we received is older than what Mr. ******** thought he was sending in.  Moreover, the older model has been discontinued by the manufacturer and its trade-in value on websites like Amazon goes for up to $0.50. Service Providers frequently provide discontinued models to subscribers for FREE with a 2-year contract.

The Blackberry *** ***** ** **** has limited market demand as it has been succeeded by more sophisticated models since its release date in September of 2010.  We regret that the unit was returned in the condition stated and have alerted our Quality Control team of the matter to ensure that the proper protocol is followed at all times. Taking into account the item's market depreciation and average trade-in value, we can offer Mr. ******** a $50.00 compensation for the device.

Cordially,
**** ********
Customer Care Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I send Gazelle my Sprint Samsung Epic phone for a quoted offer of 70.00. I mistakenly put in information for a Samsung Galaxy S instead and take full responsibility for that. However, I don’t agree with their adjusted offer of 40.00. I contacted customer service and chatted with ****** I informed him that I would like my phone back as I don’t accept that offer. He informed that two emails were sent, one on 02/22/12 and 02/24/2012 regarding the offer and I missed the declined deadline which was on 02/27/2012. I informed ******(customer service representative) that I did not receive the emails and wanted to speak to someone regarding this. He checked with IT and they indicated to him that they had no server errors that day and I must have received it. I informed ******that I didn't accept their offer and that I wanted my phone back. They never gave me the opportunity to decline the offer because I did not receive any emails after 02/21/2012. ******referred me to the legal page and told me that there was no recourse at this time. I’m confused as to why I would not decline if I received the emails as the offer is 30 dollars less than the original quote.

Desired Settlement: Return my phone at their cost.

Business Response: To whom it may concern,

The device in question was sent in as a "Samsung Galaxy S 4G SGH-T959V" with a quoted offer of $70.00. Upon receiving the device our inspectors noticed that the model selected was incorrect. The correct model was "Samsung Epic 4G SPH-D700" which of lesser trade-in value. If the correct model would have selected the presented offer would have been $40.00.

The end-user received three notifications and a final reminder about the matter via e-mail. If plaintiff did not receive any of our notifications, they may have been blocked by a spam filter.

The item has been accepted and payment in the amount of $40.00 has been processed and sent to plaintiff's PayPal account. The trade-in has been fully completed and we are unable to revert the outcome.

In good faith and as a Customer Service gesture, we are going to process a supplementary payment in the amount of $30.00 to compensate the anticipated amount that end-user had expected per the unintentional model selection during the online assessment.

End-user will need to allow 3 to 5 business for processing of additional payment. Upon completion, the funds ($30.00) will be sent to the PayPal account on file. That is: kdahlia1@hotmail.com.

Cordially,

**** ********
Manager
Gazelle Customer Care

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #8936257.

Regards,

Keisha Dahlia

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/9/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Gazelle informed me that my phone I submitted was a fake one and that they'd be glad to recycle it for me or that I could get it back. When I tried to get it back all the links provided said I had to first register or provide email link. I tried these and it gave me order numbers to use but they said those numbers that gazelle had provided were incorrect. It was a chase game. There was no way to get the phone back. It was a hoax.

Desired Settlement: I want phone back

Business Response: To whom it may concern:

We had quoted ***** ***** $327.00 for an ** ***** 3.0 (cell phone) which upon inspection turned out to be a replica or counterfeit.  The device is being returned via FedEx Tracking No.: ******* ******* *********.  Signature will be required upon delivery.

Cordially,
**** ********
Gazelle
Gazelle Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I turned down the offer they gave me on my iphone 3Gs and recieved the phone back in the mail. THAT is not the condition I shipped that phone to them in good faith. I had expected the company to handle the phone very carefully while they checked it out. I can tell it was taken apart and haphazardly thrown back together. It is buckled in the middle and the front of the screen will not go down on one end.They said it would not power on and stay on in their explanation for downgrading their offer to me. When I sent the phone, it was in perfectly good working condition. It powered on and stayed on and charged up fine!! I am writing to let you know that they were not honest and forthright with me when I sent in a perfectly good iphone 3G. They said it was not in good working condition (which it was when I sent it off to them). I was using it everyday right up until I got my 4G. When the phone was returned to me, it was totally messed up and rendered useless. It almost appears that the person inspecting the phone took out some screws and then lost one behind the motherboard and couldn't get it out so they just forced the top and back together, bending and breaking the motherboard and other parts inside. The phone is now not even worth the laughable price of $30 they offered me. They say they can't help me because there was no proof of tampering. I can assure you that it was destroyed by someone before it was returned to me and I highly doubt it was the post office that took it apart!! I don't feel they deserve an A+ rating by the BBB. I sincerely hope you will review this company again as I noticed there have been several complaints against them. Thank-you for helping all consumers to not get taken by dishonest companies.

Desired Settlement: I want the phone replaced and/or a fair price given.

Business Response: To whom it may concern,

I am very sorry about the reported issue that surrounded the trade-in/transaction under discussion. I have thoroughly reviewed all the pertaining logs we kept during the receiving and inspection process and moreover I have been in contact with the personnel that had handled the device.

Before proceeding, I'd like to confirm that under no circumstances devices are taken apart by members of staff as we are not licensed to do so. We do not offer repairs and/or refurbishment. Our offers are strictly generated on the basis of an item's functionality and cosmetic condition.  The practice of deliberately hindering a device in order to pursue an "offer revision" is not ethical and definitely not in the best interest of our company. We care a lot about our reputation and you can rest assured that the device was returned in the exact functional and cosmetic condition in which it had originally arrived.

We had asked ***** ***** to provide the IMEI number associated with the device that was sent in and it matched the number recorded during the receiving process which had been retrieved from the device's SIM tray upon arrival therefore removing the possibility that it may had been inadvertently switched with someone else's device.  Again, I am very sorry if the outcome of this transaction did not meet the plaintiff's expectations but as an accredited organization in good standing, we rely on the legitimacy and integrity of our operational practices.

Respectfully,
**** ********
Manager
Gazelle Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In Jan. 2012 I contacted Gazelle.com to sale my used iphone. In a few days latter i got the prepaid box and instruction from Gazelle how to box up the old phone and mail back to the company. Gazelle sent multi emails to **********@yahoo.com giving me updates along the way as to how I was going to get paid and the final price the company was going to pay me for the phone. After waiting until January 24th with still no payment i called Gazelle to find out where the money was. Gazelle.com said here's your transaction # ***************** with paypal. So after calling Paypal they said the transaction # was a fake and didn't go to any Paypal address. I then called Gazelle back and then they gave me a different transaction # ( ***************** ) so i called paypal again only to fine out they sent it to the wrong paypal EMAIL account name. They use **********@yahoo.com not ****. 'I feel that Gazelle.com switched my email address on purpose so not to have to pay. They sent at least 4- 5 email to correct address why did it change?

Desired Settlement: To be paid the $97.00 that is due to me.

Business Response: To whom it may concern:

We are very sorry to learn about the reported matter.  Upon completing the trade-in through our website on December 30, 2011, Mr. ****** had entered the following:

Communication E-mail: ************@gmail.com PayPal: **********@yahoo.com

The Packing Slip that had been sent to Mr. ****** via e-mail to: ************@gmail.com the day the transaction was placed, clearly noted the PayPal e-mail address as being: **********@yahoo.com and not as stated "****".   The outcome suggests that Mr. ****** did not become aware of the noted error. A $97.00 payment was sent to the PayPal address entered by Mr. ****** which happened to be a valid PayPal address registered to business.

We are currently in the process of sorting this matter through PayPal and the erroneous recipient for reimbursement. Upon successful completion of this task we will then send the funds to: **********@yahoo.com.  We will keep Mr. ****** informed and/or progress status via e-mail.


Cordially,
**** ********
Manager
Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent my working iPhone to Gazelle.com who offered $55 dollars for it. My phone was working before I sent it and now they say it does not work and that they will give me $15. I declined the offer and asked what happened to my phone. They stated that maybe something happen during shipping. I packed the box carefully and even placed the phone inside a ziplock bag. I think this is a scam and that they do this in order to keep the phones.

Desired Settlement: I just want them to either stop doing business or incluide insurance in their mail packeges so that they can't claim this happened again.

Business Response: To whom it may concern,

We are very sorry for the confusion. It appears that there has been some sort of miscommunication.

The original offered amount for the device in question was $55.00. During the inspection process we discovered that the "Silent Mute Switch Button" was not present. The actual functionality has never been disputed. The phone is fully functional with the exception of the missing button which could have easily been overlooked by end-user. Unfortunately, the non-presence of the "Silent Mute Switch Button" puts the device in poor to fair Cosmetic Condition which subsequently affects the original offer.

Our receiving personnel is highly trained and boxes are carefully checked before disposal for any physical damage and based on our findings this appears to be a normal tear wear matter which has affected the original offer $55.00 to $15.00.

End-user can rest assured that the device is being returned in the same exact functional and cosmetic condition in which it was received.


Cordially,

**** ********
Customer Care Manager
Gazelle, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I have attached a copy of the conversation as well as a screen shot stating that the Phone did not make a succesful call. The first time the mute button is mentioned is on the last e-mail. All the time I was concerned about the functionality of the Phone not the missing button. I knew the button was missing and I was able to mute the phone any time I wanted. The issue I have is with the statement that it did not make a call. If it is functional I am glad and I which this would have been mentioned in my conversation. All Megan had to say is the Phone is functional it was just missing the mute button and this would have never happen. I will wait unil my phone is returned to make sure it does work. All i wanted was my phone back in the same condition it was before they got it. If it is in the same condition then there is nothing to complaint.
Regards,

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

 

 

Business Response: To whom it may concern:

Our deepest apologies for this confusion. The noted text is inaccurate and inconsistent. The only problem with the device is the missing silent switch and this puts the device "poor" overall condition. By the standards of its category the system considers it as non-fucntional.

We will add the proper text in our system to avoid future confusion. The device is being shipped back to you at no cost in the next 1 to 2 business days. Tracking information will be furnished via e-mail upon departure. Thank you for bringing the matter to our attention.

Cordially,

**** ********
Manager
Customer Care

Gazelle | 25 Thomson Place | Boston, MA 02210
jfiguereo@gazelle.com | 909-587-4520| fax 909-587-4501

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Please remember that I have not recieved my phone so I will let you know if it is in the same condition it was when I sent it.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon sending in my iPhone ** * **, the new offer that was 32$ less than the original offer was sent from a totally different email and was caught by spam filter from *******. The company policy on auto-accepting there own offer is ridiculous. Upon contacting customer service, they informed me of no way to get phone which would be my preference as 15$ for the phone is not worth it as it can still be used as a ipod by my daughter. If phone is already gone which is my preference, then some additional compensation should be offered. I get that the ringer switch was broken, but a 32$ decrease is not reasonable.

Desired Settlement: i get it is not $47 worth..but there has to be a middle ground here.

Business Response: To whom it may concern,

The item under discussion (***** iPhone ** *** - *************) was auto-accepted at the revised offer on 1/17/2012. Three unique e-mail notifications were sent to the e-mail address associated with the transaction. That is: **********@hotmail.com.

Mr. ******** reached out to us on 1/21/2012. Should we have been contacted on 1/17/2012 or before, it would have been feasible to comply with his request by having the device returned.

We are very sorry that Mr. ******** is not pleased with the outcome. However, in good faith and as a Customer Care gesture a one time exception will be made and a supplementary check payment in the amount of $32.00 will be processed in the next 3 to 5 business days. The noted check payment will be mailed to:

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

Should Mr. ******** have further questions, he may contact me directly at ***** *********

Cordially,

**** ********
Customer Care Manager
Gazelle, Inc.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********

This is all I was requesting...The 3 emails were from user accounts that were not safe on my junk mail filter and I never noticed that they were trying to contact me.  Thanks to **** ******** for addressing my concerns.


Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 21, 2011 I contacted gazelle.com in regards to selling a cell phone to the company. I received a quote of $205 for a still new ************ ********. This phone was in excellent condition--no scratched or marks. No damage of any kind andonly 3 months old. I asked for a shipping kit to be sent to me, but never received one so using the mailing label emailed to me, I sent the phone, with an extended battery and cover I had purchased, and the original box, to the company. Having successfully sold 3 phones to the company previously I waited to hear from gazelle that the package had been received. I heard nothing. I kept checking their web site to see if they had received it and neglected to send me the email. Nothing. I emailed customer service and was told to answer severl questions--when was it sent, how was it sent, did i use their box, what was the ESN on the phone (like i would know this since i no longer had the phone). I answered what questions I could and have heard nothing since.

Desired Settlement: At this point all i want is my original phone, with extended battery, returned to me--in the same shape it was sent--above exxcellent condition. Or the $205 promised to me for the phone. I visited the sellers web site they direct you to for purchases and my phone appears to be on their site. Please either return my phone--in excellent condition with the extended battery and cover or pay the money promised to me for the phone $205. I still have the original emails with the promised price. It must be either one or the other--nothing else.

Business Response: To whom it may concern:

We have carefully reviewed this matter.

Our records indicate that ***** ********* had placed a transaction on 11/21/2011 to trade a ******* ************ ******** for $205.00 per pending inspection.
4207503891
A prepaid shipping label was generated and a unique USPS Track and Confirm Number was assigned to it. The Track and Confirm number is: ********************. The tracking information has not been activated nor has any package arrived at our inspection facility located in ******* *****.

If the tracking information is not enabled by the courier we are unable to determine the whereabouts of the shipment.

For example, the previous transaction that ***** ********* created in October of this year had a track and confirm number ****************************** that was successfully enabled by the courier.

All this information can be verified through the Track and Confirm feature on the United States Postal Service website at:

******************************************************
Janis K
In order to investigate the matter further, we ask that ***** ********* send us an e-mail at customercare@gazelle.com with the following information:

01. Complete address of the US Postal Office where package was dropped off?
02. Approximate date and time when package was dropped off and had been handed to a Postal employee?
03. What type of box was used? Please include box color, dimensions, any logos or unique markings.
04. Serial number or IMEI number for the device in question, if you do not know you can recall this by looking up a old phone bill or contact the phone's service provider to obtain it.

Cordially,

**** ********
Gazelle – Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent an ****** into Gazelle around the 1st of November to get a quote to sell to them. I declined their offer on November 9th and asked them to ship the phone back to me. Their website advertises that typically they are returned within 3-5 days of a customer declining an offer. I did not get notified till 11/21 by an email from their customer service department that they needed a physical address for me as I had given them my PO Box and they could not send me the phone back to a PO Box due to they ship them back *****. I replied the same day asking them to ship it to my office Attn; **** **** ** ****** **** * **** ** ******* ** *****. I received no further response. I sent a 1st email on 12/5 asking for a status on it's return or a tracking #. I received an email on the 6th from ******* in the customer service dept saying she would research the issue. I received no response so I sent another email on 12/14 asking for an update. She responded asking if I had received it yet? I replied NO I haven't received it yet. Why would I be contacting you if I had received it? I received an email back that day saying they are still working on the issue. Finally I sent an email on 12/19 saying i expected a phone call from a manager because this was ridiculous that it's been a month and a half and I still haven't received my phone back nor any answer as to where it's at. I received a response the next day saying someone would call me and I still have not received a phone call from anyone. I am getting absolutely nowhere with their customer service staff.

Desired Settlement: I would like either a replacement phone or the full market value of the phone they have apparently lost sent to me.

Business Response: To whom it may concern:

We have requested the tracking information from our inspection facility for the returned item. It had been originally sent to:

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

The address has been updated for shipment via FedEx to:

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

We anticipate an update (resolution) in the next 24 hours.

Cordially,

**** ********
Gazelle - Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/25/2011 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently used Gazelle.com to sell my old cell phone, I was expecting as advertised on tv to have a quick payment for my phone. I sent this phone to them on Oct.16th on the 20th I recieved and email stating payment was submitted to paypal. Today is the 25th after many attempts of contacting Gazelle concerning my payment they sent me an email saying it was in the hands of Paypal and gave me a Paypal transaction ID # telling me to call Paypal. I called and spoke with ***** at Paypal and she told me the transaction ID they gave me is not a valid ID and I needed to contact Gazelle again. I did and have not heard back from them at this point. I need someone to look into this matter please. Thank You ****** *******

Desired Settlement: Would like my phone back or the $101.00 they promised me for my phone.

Business Response: To whom it may concern:

On October 20, 2011, we processed a payment for a Samsung Vibrant ******** ****************

Below are the details for the payment in question.

PayPal Unique Transaction ID # *****************
Sent to: ****** ******* (The recipient of this payment is Verified)
Email: ***********************
Amount sent: $101.00 USD
Date: Oct 20, 2011
Status: Completed
Funding Type: PayPal Balance

When a payment is successfully sent to a PayPal account it is assigned the status of "Completed". The funds will remain in the end-user's PayPal account balance until the the end-user logs into the account and instructs PayPal to transfer the funds to a Bank Account, etc. Also, if the end-user made purchases/payments while the funds sat in the PayPal account balance then PayPal will use as first option the funds in the account balance until they are exhausted prior to withdrawing from any bank account or Credit Card tied to the PayPal account.

Action Steps:

****** ******* *s encouraged to contact PayPal's Customer Support for further details on the matter.

PayPal Customer Service
**************

4:00 AM PST to 10:00 PM Pacific Time Monday through Friday
6:00 AM PST to 8:00 PM Pacific Time Saturday and Sunday

If after speaking with PayPal further assistance is required from us (Gazelle) you can contact us at **************

Cordially,


Gazelle Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ******* -- which offers to purchase electronics via mail -- has had my item, an iPhone 3GS, since November 2nd (USPS tracking number available on request) and has not paid. In the past five weeks(!), repeated exchanges with customer service do not offer clarity, chronology, or confidence about the "issue" and its resolution. I have emailed with two different reps (******* and *******), both of whom have said the "issue is being looked into," again, without specifics of the issue or timeline of resolution. After two weeks of silence, I reached out to ******* again to check on the status of the "issue." Furthermore, though I cannot demand any further compensation than what was promised, it would be in *******'s interest to keep my business and offer some sort of compensation. At the least, however, ******* should describe the issue, prospective resolution, and timeline.

Desired Settlement: I expect that ******* will not only pay in full the price quoted, but also, to retain my business (and the business of those whom I refer), ******* offer a discount on future items.

Business Response: To whom it may concern,

**** ****** created a transaction to trade in an ***** iPhone 3G 16GB on June 6, 2011. The estimated offer at that time was $128.00. The offer expired 35 days later on July 11, 2011.

According to the United States Postal Service tracking information: **** **** **** **** **** **** **** **, the item was not shipped until November 1, 2011. The shipment arrived at our inspection facility on: Delivered, November 02, 2011, 2:20 pm, ******* ** *****.

Unfortunately, due to a system bug we have not been able to mark the item as "received" in our system. This system bug is associated with items that arrived after the original offer has expired.

Assuming that the item is in the actual cosmetic condition and functionality stated by **** ****** today's offer is $80.00 instead of $128.00.

I should also note that **** ****** has been made aware of the matter conveyed above and has been asked to be patient as we are currently working towards a resolution.

We anticipate having the item added to our system in the next 3 to 5 business days. At that point the trade-in will take its normal course and **** ****** will be notified via e-mail.

**** ****** will have the options of accepting or declining our revised offer. In the event that the revised offer is declined the item will be shipped back at no cost.

We apologize for any inconvenience this may have caused and appreciate your patience and understanding.


******* Customer Care.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I mailed my used cell phone and ipod to Gazelle.com on November 1, 2011, with the expectation of receiving consideration (payment) for these items. I tracked the progress of my order on their web site and once they completed the valuation of my items, the items were accepted. I waited for payment (which was to be issued in the form of an Amazon.com gift card in the amount of $71.40), but I never received payment. I have contacted Gazelle's customer service representatives more than once to check the status of my missing payment. Customer service tells me that 2 separate payments were issued (1 payment for the ipod and 1 payment for the cell phone). The first payment was allegedly issued on 11/7 and the second payment was allegedly issued on 11/10. Today is 11/18 and I have not received the electronic gift certificate(s) via email (which would have arrived within moments, if actually sent by Gazelle.com). A customer service representative informed me that Gazelle.com is unable to provide a tracking or claim number for the payments. Customer service also tells me that they will forward my concern to their finance department, who will reply to me witin 48 hours. To date, I have not been contacted by the finance department, nor have I received payment. In criminal law, a fraud is an intentional deception made for personal gain or to damage another individual; Fraud is a crime, and also a civil law violation. Defrauding people or entities of money or valuables is a common purpose of fraud. Based on this definition, Gazelle.com's actions constitute a fraud, and a breach of contract - as the bargained-for exchange has not been honored by non-performance. I had planned to sell these items on Ebay, and I would have done so, if I would have known that Gazelle.com was not going to compensate me as agreed.

Desired Settlement: I would like for Gazelle.com to finish the transaction and issue an Amazon.com gift card to me in the amount offered, which is $71.40.

Business Response: To whom it may concern:

We are very sorry to hear that your Amazon Gift Card Claim Codes have not arrived. I can assure you that they were sent but most likely ended up in your Spam or Junk mail folder.

As noted in previous communications with customer, two payments were issued.

A.
Motorola Droid A855
Gift Card Claim Code: ****************
Value: $39.90
Date sent: 11/10/2011

B.
Apple iPod Classic 5th Generation 30GB
Gift Card Claim Code: N/A
Value: $31.50
Date sent: 11/07/2011

For payment (B) we have submitted a request to our engineering department to retrieve a copy of the original e-mail containing the Amazon Gift Card Claim Code for the $31.50. We will have it sent to ****** ******** on Monday, December 5, 2011.

We apologize for any inconvenience.


Cordially,

Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent a cell phone in to this comapany. They were to buy the cell phone and send me a check. On 11/14 they received the phone. The company has no phone service so on 11/14 I also emailed and put in a web chat to cancel this order and return my phone. I got emails back from 2 of their employees stating my phone would be returned. Now all of a sudden, they are telling me they can not return my phone and that I am out of luck. This in my opinion is theft because I told them the SAME day to return my merchandise and was told it would be returned by 2 of their employees. I still have the emails from their company stating this would be returned to me.

Desired Settlement: I would like my phone or the exact same model phone sent back to me

Business Response: To whom it may concern:

Mr. ***** ***** created a transaction to have an HTC Inspire 4G traded for $134.00. This amount was/is to be furnished in the form of a check.

Mr. ***** shipped the device on or about:

Processed through USPS Sort Facility, November 10, 2011, 8:52 pm, ********** ** *****
His shipment arrived at our inspection facility in Irving, Texas on:

Delivered, November 14, 2011, 10:50 am, IRVING, TX 75038

Mr. ***** contacted us with the request below on 11/14/2011:

"Can you please cancel this sale and return my phone? I no longer want to sell it".

While we strive to comply with these type of requests, it is not guaranteed. Items are processed as soon as they arrive in order to allow payments to be issued timely fashion. In this case, we were not able to comply with Mr. *****' request.

As noted in our Service Terms:

Releasing Rights to Product:  Once you send Gazelle your Product, Gazelle cannot and does not guarantee that it will be able to honor any request for return of the Product and/or any data or information contained in such Product. Of course, if Gazelle rejects the Product or you do not accept any new quote for the Product pursuant to Section 9 ("Return Circumstances"), your Product will be returned to you.

We are very sorry for any inconvenience that this may have caused Mr. *****. The outcome of this transaction is irreversible and we have complied to what Mr. ***** agreed to when the item was shipped. That is a check payment in the amount of $134.00. This was processed on 11/17/2011 and mailed to:

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

Cordially,

Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i sent them three phones to sell to them tey took one and saud they never got the phone

Desired Settlement: i want the money thatg is owed to me

Business Response: To whom it may concern:

The addressed matter has been carefully reviewed.

Mr. ****** ****** has transacted with us three times. The transactions are listed below in chronological order.

PS17*********
SR*********34 - HTC Wildfire S
Payout: $129.00
Date: 10/22/2011

PS91392744260
SR5*********2 - LG G2x P999
Payout: $154.00
Date: 10/24/2011

PS*********46
SR*********87 - LG G2x P999
Payout: $112.00
Date: 11/25/2011

It should be noted that when each and every transaction above were placed the opted payment method requested was ******. The associated e-mail address with the ****** account is: *********************

The contacted name, address and e-mail listed in the ******* account is as follows:

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

E-mail: *********************

Mr. ****** states that the payment associated with the following transaction was not received.
*************
SR5*********2 - LG G2x P999
Payout: $154.00
Date: 10/24/2011
Sent via ****** to: *********************
****** Unique Transaction ID: 4KD886*********1V
*** ******, the account holder for the e-mail address listed is Edward ******.
Status: Transmission completed successfully.

The payments sent on 10/22/2011 and 11/25/2011 were also sent to the same exact ****** account and were completed successfully.

The status "completed" on ******'s end indicate that the funds were successfully applied to the account and/or have already been claimed by the account holder or someone authorized by the account holder.

We have also been contacted by ***** ***** who has and account with us and shares the same extract street address as Mr. ******. That is:

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

In addition she has had payments going to the same exact ****** account as Mr. ******. That is: *********************

It appears that these transactions have been the result of a joined venture between between the mentioned parties. Ms. ***** refers to Mr. ****** as her ex-boyfriend and claims that funds that we have have sent to the ********************* account belong to her.

Mr. ****** has been advised to contact ******'s Customer Service for further assistance as the funds have been successfully sent and claimed. If there has been any type of unauthorized access to his ****** account the matter must be reported to ******.


Cordially,
**** ******** ******** **** ******* ******** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I sold three old cell phones to Gazelle for cash back. They've now had my phones for over two weeks, and have not given me the money that was agreed on. This is horrible customer service. What an inconvenience this has caused!

Desired Settlement: I wish to receive the full compensation I was quoted for this transaction. It would be nice to receive an apology from Gazelle, as well.

Business Response: To whom it may concern,

The shipment in which the devices under discussion were enclosed has been delayed in transit by the United States Postal Service. The USPS track and confirm label is: **** **** **** **** **** **** **** ** and as of today the most recent scan displayed is: Sorting Complete, November 03, 2011, 8:10 am, IRVING, TX 75062.

We have been in contact with the United States Postal Service who is still looking into the whereabouts of the shipment. Meanwhile, in good faith and holding ourselves accountable payment in the amount of $93.00 was sent to Ms. ******** ***** via PayPal on 11/17/2011.

We sincerely apologize for any inconvenience this may have caused and hope that our services continue to be useful.

Sincerely,.

**** ********
Customer Care Manager
Gazelle

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Gazelle.com to sell to them some of my old xbox games. I was given to understand if I sent my games in good condition with the original packaging and they all worked perfectly that I was to get a certain amount of money for them. They even offered to pay for the shipping. I packaged up my games which was 27 games total and was told I would receive just over $30 dollars for them. I just received notice saying that they only received 12 of the 27 games I sent even though all of the games were in one box. I contacted them twice about it through email trying to inquire on how this is possible? I still have yet to receive an answer. I believe that they took all of my games and are not going to pay me anything when I was told they would. I believe this is a scam to get them to send you items and then misrepresent that they even received them so that they can take your things and never give you anything.

Desired Settlement: I would either like my items back in the condition I sent them or my full refund of $30.29 like they said they would give me once they reviewed the items I sent.

Business Response: To whom it may concern:

The shipment in question arrived at our on:

Delivered, December 01, 2011, 10:38 am, ******* ** *****

Items are not inspected simultaneously. 27 items are listed for the transaction in question, of which 15 remain to be processed. They are:

************* - Xbox Star Wars Battlefront II
************* - Xbox Star Wars: Knights of the Old Republic
************* * Xbox The Sims Bustin Out
************* - Xbox XB Destroy All Humans
************* - Xbox Ty The Tasmanian Tiger 2: Bush Rescue
************* - Xbox SWAT: Global Strike Team
************* - Xbox Tom Clancy's Ghost Recon 2
************* - Xbox Metal Gear Solid 2: Substance
************* - Xbox Thrillville
************* - Xbox The Sims
************* - Xbox Voodoo Vince
************* - Xbox Cabela's Outdoor Adventure 2006
************* - Xbox Project Gotham Racing
************* - Xbox Tom Clancy's Ghost Recon
************* - Xbox Soul Calibur II

01. Packing Slip lists 27 items of which 12 have been accepted but 15 remain to be processed.
02. Total offer is $30.29 of which 12 inspected items $7.87 have been accepted.
03. The remaining 15 items have a total of $22.42 and will be processed on Monday, December 5, 2011.

Cordially,

Gazelle

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/20/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Complain against Gazelle.com To: Better Business Bureau I wanted to sell my iPhone 4 in order to purchase the new iPhone 4s so I contacted Gazelle.com. They offered a price of $249 and sent a pre paid box and postage. On October 21st I mailed my package (an iPhone 4 in like-new condition in the original box with new headphones) and tracked it until it was received on October 24th. (Can provide documentation if needed of shipping from USPS.) ?I checked the website regularly to see if they had registered receipt in their system. Since it was not coming up in the system I contacted their Customer care e-mail on October 28th. I received a reply on October 30th. They stated the box was delivered to them on October 30th (when in fact it was delivered on 10/24) and that they would take a few days to process then send payment. (Can provide documentation if needed of e-mail.) ?On November 4th I initiated an on-line chat with customer service since there was still no record of the transaction on the website. The representative said a supervisor would be contacting me within 24 hours. I was never contacted. (Can provide documentation of needed of live chat.) ?On November 6th I contacted there live chat again and they said they would make a note to have a supervisor call me. I asked that they document that if if I do not hear from them that I will be forced to contact the Better Business Bureau. (Can provide documentation if needed of live chat.) I still have not heard from them. ?I have been very patient and professional in dealing with this company. I did my due diligence (including checking their rating with the BBB) investigating the company before entering into this transaction. The situation needs to be resolved and perhaps their A+ BBB rating needs to be re-evaluated. Please let me know if you need any other information. I will be happy to answer any further questions. Thank you in advance for your assistance in this matter. Thank you.

Desired Settlement: To be professional and contact me as promised and fix the problem and locate the merchandise I sent them and pay as promised.

Business Response: To whom it may concern:

We apologize for any delays and/or confusion.

Due to a recent surge in volume, it took longer than average for the item under discussion to be checked into our system as received.

As of today 11/9/2011 the Apple iPhone 4 32GB (AT&T) has been inspected and accepted. A check payment in the amount of $249.00 will be processed in the 3 to 5 business days. Upon payment process completion the check will be mailed to:

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

If further information is required, please feel free to contact us.

Cordially,


**** ********
Customer Care Manager
Gazelle, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent them a 3Gs iPhone and they constantly state that I sent a 2G iPhone. When I sent the serial number that clearly confirms it's a 3Gs I no longer heard from them after the live chat.

Desired Settlement: I want them to send ( in my pay pal account) the money for a 3Gs rather than the $20 for what they claim was a 2G iPhone. That or I want them to return my 3Gs iPhone

Business Response: To whom it may concern:

We have carefully investigated this matter and agree that there was a confusion with regards to the model of the device in question. As of 11/11/2011, a payment in the amount of $20.00 was processed but we will be issuing an additional payment in the amount of $80.00 during the next 24 hours to honor the original offer.

We sincerely apologize for any inconvenience the mentioned confusion must have caused.

Sincerely,

**** ******** *******
Customer Care Manager

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I am sorry that it was necessary to escalate to this point.  If ******* had been responsive from my first email, this would not have happened.  I'm glad the matter is finally settled.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/31/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gazelle pays money for used cell phones and other electronics. I sent a ********** *** **** **** phone to Gazelle on June 5, 2011. I didnt hear back from anyone until I called them on Aug. 4, 2011. I spoke to 3 different reps on 3 different days and they kept saying someone would get back to me. No one ever called back. When I finally got a rep, they said they sent me an email, which I never got. They said my spam filter may have deleted it, which it didnt. I monitor all my spam before I manually delete it. So either they sent an email to the wrong email address or they lied to me on the phone. I believe the latter. They told me that if they and I dont agree to the price quoted, once they check the phone, they would send it back. But a rep named *** said they got rid of the phone. Why didnt they just send it back like they said they would? The $29 my wife was supposed to get for her phone wont break us, its just a matter of principal. I dont appreciate getting ripped off no matter what the cost. I told them I will just contact the BBB if I dont hear back from them. That is when *** called me back and left a message because I was on vacation on a cruise and my phone wasnt receiving calls. When I got back from vacation I started calling and all I get is **** voice mail. He just wont call me back. Can someone help me?

Desired Settlement: I want the $29 they said I would get, or, if the phone wasnt what they wanted, then I want my phone back. That rubbish about they got rid of it, I dont believe. I feel thats just an excuse they use to do the same to others

Business Response: This customer did come to our website on 6/5/11 and stated that he was interested in selling us a Fully functions ********** *** **** **** in Good Condition.  Based on his description we provided him a quote of $29.00 and we asked the customer to review our terms of service which out line hour our program works and we asked that he agree to these terms if he wanted to proceed.   The customer agreed to the terms of service and then proceed to mail his phone to us.  In our terms of service we stated:
1.  All quotes will be verified by completing a physical inspection of the item once it is received in our warehouse, then Gazelle will either accept the original quote, or if we disagree with the description of the item we will notify the sender of the final offer.  2. We also state that the customer has the option at this point to either accept or decline the final offer.  We state that we will notify the customer by email and he will have 5 days to either accept or decline the offer.  3.  We do state that if he takes no actions then we will automatically accept the final offer what ever that offer may be.   ( I have attached a copy of the terms of service Section 9 will address the inspection and Quote recalculation options)  On 6/5/11 We emailed the customer a copy of the original quote, a packing slip, and a prepaid mailing label to send in his item.  (See communication record document item #1)  On 6/14/11 We received a box from this customer that contained a Blackberry RIM Tour 9630.  At this time we emailed a confirmation of receipt to the customer to let him know that his item arrived.  (See communication record document item #2)  ON 6/14/11 We inspected this customers phone and we found that the phone was not in the condition that the customer original described.  What we found was "The "liquid contact indicator" sticker has been activated. Most phones have a "liquid contact indicator", typically under the battery. This white dot turns red when the phone has been exposed to a certain level of moisture. An activated indicator is a sign that there may be functional issues with the phone that are not readily apparent and therefore affects the offer we can make.  Several scratches on the screen. There are several nicks on the edges of the housing."  As a result of these defects the phone could not be considered to be in "Good" working condition as he originally described.  We do specifically ask the customer to check the Liquid Damage Indicator before sending in their item, and this customer indicated that his was not activated.  We sent out an email to the customer on 6/14/11 letting him know what the inspector found, and this email notified the customer that unfortunately we would not be able to resell the phone, so at this time the best offer we could make would be to offer to recycle the phone for him.  (See communication record document item #3) On 6/16/11 We sent out a reminder email to the customer asking him again how he would like to proceed.  (See communication record document item #4)  We did not receive a response to this reminder.  On 6/18/11 We sent a final reminder to the customer again asking him how to proceed.  (See communication record document #5)  And again we did not have a response from the customer.  Since we had no response to the prior 3 attempts to ask the customer how to proceed.  On 6/20/11 we sent out a notification letting him know that per our terms of service we were proceeding with recycling the phone.  (see communication record document #6 )  A little more than a month later on 7/30/11 we received an inquiry from this customer asking about the payment for this phone.  (see communication record document # 7)  We responded on 8/01/11 and let him know that we attempted to reach him at the email address he provided and since we did not receive a response we were forced to recycle the item.  (see communication record document item #8)  If you check the email address that the customer was using on all the emailed communication you will see that the email address has remained the same as what he originally provided us on 6/5/11.  Then on 8/1/11 we also sent out another email that was in response to a voicemail that he left us on our after hours number.  (see communication record document item #9)  The customer responded back to us again on 8/4/11, and we did send one final explination / update on 8/12/11.  As you can see we did meet the requirements based on our terms of service. Unfortunately at this time no additional payment is warranted.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Whoever wrote this to you is lying. And I guess since they are such a large company that they have the resources to cover themselves when they do lie. They are sending you all these so called "communication record documents" to prove to you that they followed procedure. Why would I send them a phone for cash and then not reply when they sent me some kind of correspondence? They say they emailed me 6/14/11 with an offer? Why would I not respond to this. Thats because they never sent me a "final offer", be it email, phone call or letter. And why would they recycle my phone if they didnt want it. Why didnt they just send it back. Sure they said that they recycle things when they get no reply, but I never got any notice from them. How convenient for them. I wonder how many others have had this happen. The others just figured it wasnt worth the hassle to get a few dollars, but as I told them in my original email, it has become a matter of principle to me. In your email it says they asked me to check the Liquid Damage Indicator? This is the first Im hearing of this. They NEVER asked me or mentioned this to me. Maybe it was in the email they claim they sent me. I dont know what else to tell you. I have no documentation like they do. All I can tell you is I never received any kind of notification from them. If I did I would have told them to send back my phone. So I guess someone else is now using that phone because I dont believe it was recycled. The phone worked before I sent it to them. Thank you for your time and patience in trying to help me. You helped me once before about 5 years ago. I guess you just cant win them all.

Thanks again.

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

****** *********** ****  *****

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

Regards,

***** *****

Business Response: I am sorry to hear that this customer did not review the terms of service that he agreed to and that we attached to our original response.  Also we did include copies of every email that we sent him where he failed to respond.  There there no less than 3 attempts made to reach him in the 5 day wait period that is called for in our terms of service.  As far as we were aware, he did receive the messages since they were successfully sent, and he had a history of receiving emails from us prior to and after this time period.  Unfortunately the phone was recycled as we stated. As for his question why we do not call him.  We do not have customer phone numbers, nor do we have a telephone notification system.  How our service works is very clearly spelled out in our terms of service which were presented to the customer, and which he agreed to, giving us the impression that he read, understood, and agreed to the service as outlined. There was no way that we could have known otherwise. As for the liquid contact indicator.  This is a question that is asked when he completed his quote online.  I have attached a screen shot of the quote process for the ********** *** **** **** which is the item that this customer sent us to evaluate.  As you will see, the very first question asks that there is no water damage to the item.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/30/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I just saw a commercial on TV that advertises "trading" in your own cell phone fpr a "new" iphone. However, when I went to the advertised website, there was nothing like what was advertised in the commercial. Instead only to sell your cell phone for a MODEST price to said company. GAZELLE.COM How outrageous that such false adsvertisement/statements could be with out reproach. I urge you as the consumers' advocacy group to assist consumers in ceasing this kind of entity to exist or at least not commit such false advertising statements. Thanking you in advance for your cooperation.

Desired Settlement: I would appreciate being able to believe in companies' integrity as my intergrity is expected when I do business as a consumer to pay and honor products purchases.

Business Response: I am very sorry that this customer misunderstood our commercial.  In the advertisement we state "You want the new iphone?  We want the one in your pocket.  We're Gazelle.com and we will pay you more than you may think.  We'll pay you fast, we even pay for the shipping. Like I said, simple, you want the new iphone, We'll pay you for the one in your pocket. What's your phone worth?"     We do not state that you can trade in your old phone and receive a new iphone. We are specific that we we are looking to buy the phone that you currently have in your pocket.  We are very sorry if this viewer was confused by the message.  We will pass the information along to our marketing team so that they can review the advertisement further.  Here is a link directly to a copy of the commercial that is posted on you tube.  (******************************************************************) If you view it, you will see that we do not make and offer to trade one phone for another, but that we state that we are looking to buy the phone currently in your pocket.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/19/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent gazelle my HTC 4 EVO cell phone for a trade in value of $84 they emailed me back and only offered $5. They said my phone had a problem. I emailed them back asking them what problem and they proceeded to tell me that my phone was water damaged and battery could not be charged. I have only had this phone for 3 months and when I sent it it was new. This to me is a Scam!!!

Desired Settlement: I want my phone back the way I sent it to them.New!!!!!

Business Response: On 9/29/11 this customer went on our website and informed us that she was sending us a HTC Evo 4G and she described the item as being in perfect cosmetic condition and fully functioning.  When we received the customers phone and inspected it on 10/12/11 we found that the phones serial number was blocked by her cell phone carrier so that it could not be used by another customer.   We notified the customer and asked that she release the phone from her plan so that we could evaluate it further for purchase.  I do see that the customer contacted and spoke with a customer care rep that for some reason must have pulled incorrect information and told the customer that we found that the liquid contact indicator was activated.  However we did send out multiple emails letting the customer know that the real issue was that the phone was still tied to her account. (see attached communication log that shows all emails and conversations that were had with this customer)  The customer had requested that we send the phone back to her as this was an available option, and the phone was returned to her on 10/17/11.  I am very sorry that the customer care representative provided incorrect informaiton when you emailed about your item.  Additional training has been completed with this representative so that this type of issue does not happen again.  If you would like to release the phone from your provider and would like to send the phone back in, we would be happy to assist you with sending your phone back to us.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


Better Business Bureau:


I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.


Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/28/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Dell Axim X51 from Gazelle via eBay. The device was falsely advertised as having Wifi and a as including a USB cable. Neither claim was true. While some Dell Axim x51 models do have Wifi, this one doesn't. Also, Gazelle included 1/2 of the docking station accessory, not the USB cable accessory which are two different things. As a result the item is useless. Gazelle feels that they should be able to keep my money for about 3 weeks even though they falsely advertised the item. Gazelle refuses to provide contact information other than an eBay form and did not respond to requests to have someone with authority to resolve the issue in a timely manner contact me.

Desired Settlement: Refund of 10 times the purchase price and a personally signed letter of apology from CEO ****** ***** apologizing for lying in an advertisement as a means to obtain what is essentially a short-term interest free loan from me and refusing to provide real customer service.

Business Response: "This customer ordered a Dell Axim x51 from us on 8/11 that was delivered on 8/16.  Certain models of the X51 have wifi, and this one featured wifi as part of its equipment.  Our internal inspection notes that this item does contain Wifi, we let the customer know that we do offer a full money back guarantee on the item, and we have offered to have him return the item for a full refund.  He should have also received a USB cable with the dock, and we offered to provide a prepaid shipping label for full refund.  He has  opened a case with eBay.com Buyer Protection and has agreed to return it for full refund on receipt."  We are currently waiting for the customer to return the item to us so that we can confirm the serial number matches the item that we show as shipping to him.  Once this is received we will be happy to provide an immediate refund.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Unacceptable response.  There is a dock accessory and a USB cable accessory for these.  They include the dock accessory, not the USB accessory.  I don't care what their records show, that's not what they sent. 

Also, they have indicated to me in another email that they have in fact determined I am correct.   I've attached a screen shot of this email.  The company is just delaying a refund they know they owe me for a purchase they know I would never have made.

Business Response: We have offered this customer a refund upon return of the item.  Once this is received we will be happy to issue a refund.  Unfortunately a refund can not be issued with our receipt of the product. We have issued a prepaid mailing label to return the product.  Once this is received and the serial number, and condition are verified as the same as what we shipped to the customer then the refund will be processed.  Unfortunately it is a common fraud tactic to attempt to force a refund with out receiving the item back, as a result we can not issue a refund until we verify that the proper item has been received back.  We are more than happy to rush the processing of the item once it is received back, however we do require that the customer return the item.  This is also a requirement from eBay.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

It is also a requirement of eBay to accurately describe the item.  You didn't do that. 

Don't you DARE accuse me of attempting to defraud you because you screwed up.  You know you screwed up.  Give me my refund.

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/28/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: i Mailed an Apple iPhone 4 16GB in excellent condition to this Company and I was told the original $235.00 they quoted me has been increased by $61.00 because the Phone had increased since the offer so I was supposed to get a Walmart Prepaid Visa card for $296.00 and I was told that it was shipped July 26,2011 and I have not received the Visa card yet. I have emailed this Company 3 times, BUT HAVE NOT GOTTEN AN RESPONSE BACK YET. I have called and spoke to someone on August 9, 2011 and was told they would ship me out another one but when I checked the email they sent to me it was not the correct price as I was quoted by the email and the amount they had on my account. If I have to make a Police report for fraud and the taking of my merchandise, and not living up to their advertisement I will do so.

Desired Settlement: I WANT MY iPHONE BACK!!! I NO LONGER WANT THE PREPAID VISA CARD THAT I WAS EMAILED AND PROMISED. THIS COMPANY CANNOT BE TRUSTED I WANT MY iPHONE BACK IN THE SAME EXCELLENT CONDITION THAT I SENT TO THEM.

Business Response: We did purchase an item from this customer through our Walmart trade in program.  Per our agreement we notified Walmart to mail out a Pre-Paid visa card in the amount of $296.00 to the address that the customer provided us.  This was mailed to the customer by first class mail at the end of July.  On August 9th the customer came back to us in our live chat and let us know that she did not receive the card that was mailed to her.  During our conversation we let her know that we would be happy to contact Walmart for her and to request that the original card be canceled and that a new card be sent.  During our multiple conversations with this customer we received confirmation from her that the address she originally provided to us was an incorrect address.  We were able to update her address in our system and we received confirmation from Walmart that the original card was not used, so Walmart was able to cancel the initial card and they are currently in the process of issuing a new card to the corrected address.  We notified the customer that the new card will be sent by end of the day on Tuesday 8/16/11. and this would be sent out by priority mail so that we can track the progress.   On Friday 8/13/11 the initial payment that was sent tot he customer was returned to us by the Post office as a "return to sender" item.  I have attached a copy of the envelope to this complaint.  This will show that the post office marked this as return to sender on 8/2/11, which proves that we did send out the payment as promised, and that we did have an incorrect address, and we would not have known about this issue until 8/13/11 unless the customer had contacted us.  We also immediately took steps to help this customer receive a replacement payment as soon as she let us know that she did not receive the payment.  We are sorry that she had this issue, however the matter could have been avoided had we been provided with the correct address in the beginning.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******
I told ths Company that I wanted to have my iPhone 4 back because I felt like they were scammers! The woman I spoke to told me that they have already sold my iPhone to someone, I find that unacceptable since I have not received my payment for my purchase and they are giving me the run around about the whole issue. The only thing I wanted was my phone back I did not care to have a gift card. It only takes me once to get screwed over and I don't want to deal with you anymore! and that is exactly how I feel about this Company. They can make me happy by giving me my item back!

Regards,

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

 

 

Business Response: And we explained to this customer once we issued payment in July for this phone we legally owned it and it was listed for sale.  We are sorry that she provided us with an incorrect address as proved in our prior response.  We were the legal owners of the item, and we sold the item as a result.  We did immediately work with her to send out a new payment once she let us know that she did not receive the payment as a result of the incorrect information that she provided us.  She have been provided proof of the payment and she is being provided with a tracking number for the new payment as soon as Walmart finishes printing up the new card.  Unfortunately we can only be as good as the information that is provided to us, and unfortunately this customer has provided incorrect information. 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Let me make this clear that they NEVER explained to me about the iPhone being theirs once they gotten it, If I had read all the complaints from the BBB I would never have gotten involved with such a crooked establishment. I wrote my address on the form that was mailed to me from this Company I can't help it if someone down their failed to read it. This Company are theives and they sell items that do not rightfully belong to them. I am in the process of obtaining legal advice on this matter and hope to get what is rightfully mines back! I have not recieved any tracking information or any proof that the card was even mailed to me the first time!! I don't care to do Business with your Company, they are liars and they are Swindlers!!!

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/26/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I recently attempted to sell my iPhone 3G to this company. The company guarantees that the sale is "no risk" and that if you do not agree with the price they offer you after inspecting your phone, they will return it to you free of charge. In this case, I did not agree with their offer and they returned the phone to me free of charge. The problem is that the condition that the phone was returned to me was not the condition that I mailed the phone in. When I mailed the phone, there were no deep scratches on the phone at all. When I received the phone back from them today, I found that there was a 2 inch scratch on the rear of the phone. Needless to say, I was extremely upset and am now filing a complaint as a result. I took great care to ship the product, wrapping it in a bubble wrap envelope which was then folded over several times to offer additional protection and ensure its safe arrival to the company. From the look of this phone, you would think they used a box cutter to open the package and cut deeply into the rear of the phone. Now I am forced to attempt to sell a defective phone instead of the phone that I mailed them, which was in good condition. Another interesting thing to point out is that at no time did the company make any reference to the scratch on the back of the phone when they quoted me a lower price. They simply said that the phone would not power on reliably. I find this odd since I noted that the phone was in very good condition prior to mailing it to them and with nothing but superficial scratches on the rear of the phone. I have pictures of the phone both before and after receiving the phone back from Gazelle.

Desired Settlement: I do not know what can be done about this, but all I would like at this point is my phone in the same condition as it was delivered to Gazelle. The scratch that I am now seeing on the rear of the phone is going to severely hurt my chances of receiving a fair price for the phone. This is maybe the first or second complaint that I have ever registered with the BBB, but I feel very strongly about this problem and would like to see a resolution. Thank you.

Business Response: We are sorry to hear about this customers dissatisfaction over the possible purchase of his phone.  In his initial description of the phone the customer stated that this item was in "good" condition for a used item, which would mean that there were some scratches on the item.  When items are received in our warehouse, we individually house the items so that they are kept in the same condition that they arrive in.  Also items are wrapped in bubble wrap and returned inside of a box to prevent any chance of damage on the return shipment.  Since this phone was tested, and it would not power up correctly, we do not list out every scratch on the item since it automatically falls into a poor conditioning non-functioning item.  Since the customer is not contesting that the item does not power up correctly it seems that he agrees that there are issues with the phone and it was not accurately described to us for the initial quote.  At this time, it appears that the item was returned in the same condition that the item was received.  If the scratch happened in transit to us, it appears that this would have been caused by inadequate packing prior to mailing in the item.  Since this customer never contacted our customer service department at any time during the transaction, it appears that we have met the terms of the program and we returned the phone in the condition that it was received.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I left out the fact that the phone powers on just fine in my statement, because I did not feel that it was relevant to the discussion.  We obviously disagree as to whether or not the phone powers on as I am sitting here right now looking at it and the phone is powered on and in perfect working order.

The business did nothing to address the fact that the phone was returned to me with a 2 inch scratch on the rear running through the Apple insignia that was not there before I sent it.  As I mentioned, when I mailed the phone it was packed quite thoroughly with several layers of bubble wrap within several layers of newspaper to ensure safe delivery to their facility.  I can only guess that what happened was the packaging was opened with a box cutter of some sort and this left a DEEP scratch on the rear surface of the phone.  I've tried to avoid speculating at this point, but it may have been the case that they realize they had damaged the phone when they opened the package and proceeded to offer me a lower amount to cover for their mistake.  I did not bother to contact the company after reading several comments from various websites from people who have had similarly negative experiences to mine.  Since I knew the business would receive communication and that they were already members of the BBB, I came here first.

I am attaching before and after photos of the phone with both the condition that it was mailed in and the condition that it was returned to me in.  I am still incredibly disappointed with this company and would like to see a legitimate resolution.

Respectfully,

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

Regards,

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

 

 

Business Response: Unfortunately as this customer admitted, he did not come to us prior to asking for the phone to be returned.  As a result we have no way to prove the timeline when this scratch occurred.  We individually package every item in our warehouse and we do not use large blades to open boxes so that issues such as this do not occur.  If the item was packaged the way the customer stated then this item would have had to already have the scratch on the phone at the time he shipped it to us. 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I am certain that the Better Business Bureau deals with their fair share of scam artists.  However, I am not one of them.

It appears that I am now being accused by this business of lying about the amount of care I put in packaging the item which I sent to them and I do not appreciate this.  There is simply no possible way that this item could have been damaged in the way it was damaged in transit and prior to the box being opened.  No, the only way in which this damage could have occured is if the box had been opened and several layers of bubble wrap had been either cut through or the tape that it was sealed in was peeled off layer by layer (this would have taken some time) and then the cut was made in the rear of the phone.

To the business, I would ask two simple questions.  Why would you tell me that the phone doesn't power on reliably, when in fact, it does?  Perhaps more importantly, if the phone really did arrive to you with a large, deep scratch on the back of it (which I'm confident it did not), why then would you not make mention of this in your communication to me regarding the condition of the phone?  I clearly stated there were no scratches of this sort on the rear of the phone prior to shipping and have even provided pictures to show the condition of the phone both before sending and after receiving the phone back from you.

Yes, I admit to not contacting the company first, however my only regret is dealing with them in the first place.  Since now I'm being accused of lying, it only reaffirms my decision to engage a mediator (BBB) to assist with resolving this matter.  To date, I have received nothing from the company that would indicate to me that they are doing business in good faith or have any interest in resolving disputes with the unlucky customers they do business with.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i sent my items into gazelle.com for trade and have not received the offer they said they'd give me. their website says they will look at your items within 3-5 business days and will pay you after inspection. they haven't gotten to my items and their customer service is lame.

Desired Settlement: i'd like my money they said they'd give me for my items or or my items delivered back to me.

Business Response: This customer did send us three items that she has received quotes on.  We received the items on 8/11/11, and due to an increase inbound volume our standard turn around time of 7 days was delayed to 10 days.  We did notify the customer by email when we received the items, again when they were inspected, and when we issued the payment.  This customers payment was emailed to her on 8/22 for a total of $215.00 which also included a 6% bonus.  We are sorry that there was a delay in processing due to the increased volume, however all items have been processed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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