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Gazelle

Phone: (800) 429-3553 300 A St, 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 13 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 207 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

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

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

207 complaints closed with BBB in last 3 years | 68 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 40
Billing/Collection Issues 14
Delivery Issues 36
Guarantee/Warranty Issues 1
Problems with Product/Service 116
Total Closed Complaints 207

Customer Reviews Summary Read customer reviews

1674 Customer Reviews on Gazelle
Customer Experience Total Customer Reviews
Positive Experience 1561
Neutral Experience 12
Negative Experience 101
Total Customer Reviews 1674

Additional Information

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
Mr. Matthew Curley, Manager of Customer Care
Contact Information
Customer Contact: Mr. Matthew Curley, Manager of 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.
Service Area
Gazelle provides their services in ALABAMA , ALASKA , ARIZONA , ARKANSAS , CALIFORNIA , COLORADO , CONNECTICUT , DELAWARE , DISTRICT OF COLUMBIA , FLORIDA , GEORGIA , HAWAII , IDAHO , ILLINOIS , INDIANA , IOWA , KANSAS , KENTUCKY , LOUISIANA , MAINE , MARYLAND , MASSACHUSETTS , MICHIGAN , MINNESOTA , MISSISSIPPI , MISSOURI , MONTANA , NEBRASKA , NEVADA , NEW HAMPSHIRE , NEW JERSEY , NEW MEXICO , NEW YORK , NORTH CAROLINA , NORTH DAKOTA , OHIO , OKLAHOMA , OREGON , PENNSYLVANIA , RHODE ISLAND , SOUTH CAROLINA , SOUTH DAKOTA , TENNESSEE , TEXAS , UTAH , VERMONT , VIRGINIA , WASHINGTON , WEST VIRGINIA , WISCONSIN & WYOMING.
Alternate Business Names
Gazelle, Inc.
Industry Tips
Five Steps to Building an E-Commerce Site - Video Online Shopping Online Shopping - 5 Tips - Video

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

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their system sent an email to an address that I have never heard of. This email contained my Name, Home address and then another email that contained tracking information. Someone who goes by "**********" now knows where I live and when my package will be showing up. Customer support claims I put the email address in, and when I explain I have never heard that email before, I am told that I am mistaken. 0/5 for being called a liar and having be concerned that someone who calls themself "*****" knows where I sleep.

Desired Settlement: Since I was treated so poorly by the company I wish for them to give me my money back. Violations of privacy policies can carry civil penalties higher than what I am asking for, so I do not feel this is unreasonable

Business Response: All email notices for orders are sent to the addresses that are input through our website by the end-user (customer), not Gazelle.  All notices were sent to the address designated on the order.  If the customer would like to return the device to us for a refund, they are welcome to do so in accordance with the Return policy.

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.  Like I stated before, there is no possible way I typed that email address into the form. I have never heard of that email address and I am the only person to ever use my computer.  My complaint stands and my request was not to return the device, as that is something the company offers even when they don't provide your personal information to a stranger.  Regards, *********** ******    

Business Response: Gazelle doesn't fill out the order forms.  We would not have been able to input an email for the order, it had to come from the website form.  We will not be able to offer a refund unless the item is returned 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 # ********. Please add your rejection comments below.  As stated before, I have never heard of this email address, never typed it into a form, and thus could not have given it to the company. It is obvious that the company will not do anything to rectify the issue, and so I don't feel there is anything that can be done to resolve the issue if they are unwilling to even discuss the problem. I will consider this matter unresolved until the company does something other than reply with the same information. Regards, *********** ******    

Consumer Response: In response to another complaint that I filed against the company, they retaliated by calling ***** and stopping the shipment of my product. My original complaint had nothing to do with the product itself, it had to do with the fact that the company shared my private information with an unknown person. I purchased this product because I needed it, and because I filed a complaint the company decided to punish me by not allowing me to have the product. Returning the item was not requested by me, and was not part of the desired outcome of the other complaint.  My desired outcome would be to have the product, or one of similar quality to be shipped to me ASAP (overnight or sooner).    

Business Response: The shipment is being returned because we have decided that if there is a question about the security of the delivery, the best option is to cancel and bring it back.  If another party allegedly got notifications for the shipment with delivery information, we do not feel secure completing the shipment.  Full refund of $712.99 has been processed on June 21 and should be received by the customer within the next 2 days. We also must reject the claim that Gazelle entered the email address in question. "**********************" (listed as ***** ******) is linked to ***** ******'s ****** account "*********************" through a mutual party, Andrea ****** ( ******************************************* ) .  We have determined that these parties have a pre-existing connection using ****** *****s social network.We do not wish to infer any dishonest intent, but in order to ensure the protection of our customer order information a full investigation was completed and this is what we have found.

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. it is true, I do know of a ***** ******, and he shared the same address as *******, since ***** has never touched my computers though, it seems more likely that an issue with the address of ***** ****** and *******'s address (which was used as the payment address for this order) linked the order and email address. i had never heard of the ********** email address until this situation. The fact that I never asked for a return and was told, by Gazelle to coordinate with ***** to ensure I was home for delivery. On the advice of Gazelle I checked with ***** for a delivery timeframe and took the day off work to receive  the package. The fact that Gazelle, without informing me that they were going to do that (call ***** and have the item's shipment stopped) seems not as an act of security, but to retribution for this complaint.when I found out about the stop shipment, I called Gazelle and tried to work out a solution, but was told that their minds were made up and the shipping would remain stopped due to the fact that I filed a BBB complaint. I offered to cancel the complaint, because above all I wanted the product. But was again told that their minds were made up. Due to the fact that Gazelles response to this complaint was to attempt to harm me by stopping the shipment, I can not consider this matter closed. I have now lost a day of vacation, and due to the actions of Gazelle, have nothing to show for that.  Regards, *********** ******    

6/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had recently sent Gazelle an item which i wanted to sell on Gazelle and since i didnt get the price i wanted for the phone i declined the offer and asked that Gazelle send back my item I got it back and opened it to find the back of the phone was shattered. I had taken pics of the phone before i sent it and I sent it to them. i had attached the pictures after i got them back as well Phone sent to Gazelle : June 2-3 Phone decision modified : June 6 Phone offer declined : June 6 Phone sent back by Gazelle : June 10 Phone delivered back in my apt : June 13 Phone picked up: June 14 This is the history of the travel of the phone. WHen i sent the phone, it had no scratches, back was not shattered, nothing. But when i get it back the back was shattered - i sent them photos I first went online and was chating with one of their reps and couldnt convey what i wanted. Then called customer call and they adviced me to send them an email. The reason Gazelle didnt want to pay the amount i wanted was because and quote from their email * Model Change: 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 ******* ****** ** ******** 64GB (Unlocked), but it is actually a ******* Unsupported Model. * Unsupported model: We discovered that the Cell Phone you sent in is actually a different model. Unfortunately, it is not one of the models we accept, so we are unable to make you an offer for it Not once did they mention the phone was damaged. I asked them for proof and they said there was no photos when i was chatting with them. I think ths is not acceptable - if Gazelle didnt want the phone they could have shipped it back more securely and not in a plastic cover as shown in one of the photos. Then their customer care asks me to contact ****. When i did **** said the boxes (sent by Gazelle to me to ship the product) are not insured so i cant claim anything. So Gazelle sends me a box to ship it in (clearly says in instructions take out cases and covers - which may protect it so i took out my otterbox case) and ship it to Gazelle in a box which is not insured (box is sent by gazelle) and says its not responsible for damages till it gets the item (yet doesn't show pictures of the item when received). And surprisingly i get my phone back with a shattered back and tells me to there is no way they can do anything about it. This is wrong.

Desired Settlement: I want some sort of compensation for the phone. If Gazelle didnt want the phone and sent it back as i had sent it I could have atleast sold it elsewhere. I want Gazelle to recognize the handling error and pay the charges they originally offered,

Business Response: The phone that we had received was not a "****** ** ********" that the offer was quoted for.  The device we had received was a non-supported model for which we do not offer payment, which was explained on the 'adjusted offer' emails.  The team did not note any specific damages to the phone at our processing center because it was not given a full inspection after the model was determined to be unsupported, but they did note the device was in Poor condition when we had received it.  Poor condition would include cracks.  Our Terms of Service do stipulate that the customer is responsible for the condition of a device prior to our receiving the shipment.  We do apologize, but we will not be able to offer compensation for an unsupported model in this case. 

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.  Below is the email i got from you Not once does it say the phone was damaged or physically defective. If it was an unsupported model you could have still sent it back the way you got it.You say"The team did not note any specific damages to the phone at our processing center because it was not given a full inspection after the model was determined to be unsupported"But when someone sends the phone to sell to you and says the condition is "EXCELLENT" the first thing i think one would do is check physical condition. WHen i had the phone it had never been taken out of the otterbox. So it was in a very good condition as in no physical damage. And if it was damaged you could have said in the email that it was damaged - as i think the first thing anyone buying will look at the condition. If it was broken then you could have immediately notified it was broken. But you dint . insted you went on to switch on the phone and see that it was an unsupported ******* model and send me an adjustment email sayiong the model was unsupported. Why not just say it was broken physically first - thats what you should have seen IF it was broken. My question is - If it was damaged - why even switch it on as it was listed as EXCELLENT condition. ANd after switching on and sending an adjustment email, why not mention physical damge. If it was noted as poor why not treport it in the email sent to me? I think your story doesnt add up. It was recieven in EXCELLENT condition but something happened at gazelle and it broke.  Now i am stuck with a broken phone which i cant even sell elsewhere. this is not correct and not fair. Everyone should have the same rules.Regards, ********* ******* ******    

Business Response: The physical condition of the device would have had no affect on the offer, because the model itself is unsupported as stated in those emails.  The inspectors did not provide specifics for the condition of the device because the phone was deemed ineligible for purchase by our company.

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 sent the model in excellent condition. On the back of the phone it says ******* ** *****. It says it is the model i said it was on the back.Even if the model is unsupported unless you switch it on, you wont be able to find out it is unsupported because on the back it says it is the ***** (again the right model). If that is the case why would you switch it on if it was broken when the seller (me) said it was in excellent condition? Becasue when  i got it it was broken. You have the right to deem a product ineligible for purchase by your company, BUT YOU DO NOT HAVE THE RIGHT TO DAMAGE IT AND SEND IT BACK AND SAY IT IS NOT YOUR FAULT. Again i have pictures before and after i sent it. If your company deems a product not suitable to buy, forget the fact it may be the right or wrong product that it was said to be (and in my case it is the right product - as on the back of the cover - ** *****), it doesnt give you the right to ship back a product that was damaged by YOU, duringthe time it took for your inspectors to deem it not buyable. Again it says clearly on the back it is a ** *****. If you didnt want to buy it that is your choice - but sending it back broken - is not right for which you will have to answer - either give me pictures of how you got it or some proof that it was broken when you got it. Regards, ********* ******* ******    

6/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was going to sale my ****** * **** to Gazelle for $280, and I was told that I could do that no problem. I shipped the device, and I was told that the device was supposed to be a ****** **, not a * ****, which is really strange, because I remember selecting an ****** 6 Plus at checkout. My offer was Reduced to $185. I was shocked by this of course, but out of the kindness of my heart, I accepted this FRAUD downplay. As I researched further, apparently this has happened to MANY people. They are offered a fair price for the device, and once it arrives, they are offered much lower! Anyway, it gets worse from here. So once I accepted the offer, I was attempting to change it from Check to ****** payment method. When I got on chat the lady got really confused and put my default email as the email I wanted to send the ****** payment to! This was not the correct email! They should have ******** the money to ************************** and I told them to do this. They once more tried to send payment to the email I had on file. I told them already this is THE WRONG email! They send me a message saying "We will continue to try to resend the payment as many times as we need to until the payment goes through. I told them AGAIN! Bro! This is the wrong email, PLEASE INSTEAD send the money to ************************** then a few hours later, I get on there and find out that apparently they sent me a check. I said fine, that's okay, a check is better then nothing. I get back on a few minutes later, and find another email from Gazelle claiming the check had been "CANCELED" and the money would be resent to the ****** email at ************************** as soon as I verified my email address with ******! I told them I already did that! and they have not responded!! It's crazy!!!

Desired Settlement: I would like to receive MY first offer of $280 via ****** at **************************, for the ****** I shipped. It's only fair after all the hell I have gone though to get some money sent to my ******, quickly, and to get the first amount offered to me. Thanks!

Business Response: The original quote of $285.00 was for an ****** ** (******).  The phone we received is not an "s" model, it was an ****** * **** ********, a model from the prior year.  We have verified the **** with ***** to confirm the accuracy of the model change.  Our team rated it Perfect and issued a maximum offer based on the model, which the customer accepted for payment, which is the $185.00.  The pricing for these models can be verified on our website, at any time. With regard to the payment, a request was made to cancel the check and reissue it to ******.  The email the customer received from our finance officer was a confirmation from that request, and a precaution to the customer to not attempt to cash the check in question because it was being canceled.

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.  [If you are rejecting the business's response please enter your rejection comments here.]I reject this because I have still not recieved payment via ******. My money has not been paid yet. It has been over a week. Horrible. Thanks BBB for helping me dispute this. Regards, ****** ******    

Business Response: Payment via ****** was completed on June 7, for $185.00.  ****** provides a unique transaction ID for this transfer ( Unique Transaction ID # ***************** )

6/18/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a cell phone from Gazelle on Wednesday June 1st 2016, and received a confirmation email placing the purchase date as Wednesday June 1st. During the online checkout process, I opted for 2 day shipping. When I selected this option, no notice was made that orders after 4pm would be processed the next business day; and again, the confirmation email I received cited June 1st as the purchase date. 2 business days from Wednesday the 1st of June is Friday June 3rd. I have made arrangements to be at home today to sign for the package that I expected to be delivered today. Upon entering the tracking number for *****, I find that I will not be receiving my phone until Monday June 6th. After some haggling, they agreed only to a $7 refund of the shipping costs. Since there was no notification that I would not receive my phone until Monday the 6th of June 2016, despite having paid for rush shipping, I feel that ALL shipping costs should be covered by Gazelle.

Desired Settlement: Full refund of all shipping costs, not just 2 day shipping fee.

Consumer Response: I ordered a ******* enabled ****** from Gazelle on June 1st 2016 (order #******). When I brought the Gazelle purchased ******* enabled ****** to a ******* store to be activated the day it was delivered, on June 6th 2016, there was NO SIM card. I was forced to purchase a 4G capable SIM card to activate the phone. This has been the second major issue I have had with this purchase. I have had to invest time and money to correct the problems that Gazelle has foisted upon me. Aside from the $14.99 charge for 2 business day shipping I expect that the $25 cost of the SIM card I had to purchase will be refunded, as I specifically ordered a ******* enable device.  Refund in purchase price of $25 to cover the cost of the SIM card that was NOT included with the ****** by Gazelle when they shipped what was sold to me as a ******* capable device.

Business Response: This customer placed an order on our website Wednesday June 1st at 11:13 PM ET, which was shipped out the following day, Thursday June 2nd. ***** delivered the package 2 business days later, on Monday, June 6th, which is within their ***** 2Day service window.  ***** tracking number : ************ The SIM cards are not provided with the phones that we resell through our website.  The SIM cards do need to be purchased from or provided by the carrier network.

6/17/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted an ******* to them for an advertised price of $65 and they sent $35 and I rejected the money and I tried to reach them but they are not always available. Told them to send ****** back and they refused and said it was a different ****** requested a number of times to send it back

Desired Settlement: send my phone back

Business Response: An offer of $75.00 was issued for an "****** 5s" model, but the model we had received is an "****** 5c".  We issued a counter-offer for the phone received on May 19 by email, in accordance with the Terms of Service that customers must agree to in order to transact on our website.  Three notices were sent to the customer requesting a reply on May 19, 21, and 23 to the email address that was provided to us.  We requested a reply by May 24.  On May 27 this was processed and payment was issued for $35.00.  

6/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 5-19-2016: order #****** Ordered a phone in BLACK. Gazelle shipped one in WHITE. Called customer service to report the issue, and I was told all they could do was issue a return authorization. Beyond that, I would need to place a 2nd order.... I would need to got on-line and re-order the phone I ordered originally. They would not or could not help with that part. 5-20-2016: re-ordered the phone I wanted in BLACK per instructions from Gazelle customer service. Again, Gazelle shipped one in WHITE. 5-23-2016: Got the 2nd one in WHITE... (I ordered it in BLACK!) Obviously, there is an internal problem. On BOTH occasions, I spoke with a supervisor, and each time they were unwilling or unable to do anything to resolve the issue, They would not let me escalate the issue beyond their level, and in fact, even though I was insistent to talk to their supervisor, especially after the 2nd time my order was not filled correctly; this person hung up on me! As you know, we depend on our phones. I use mine in my business, and cannot afford to be without a phone for long. I opted for next day delivery, but now that I have gotten the wrong phone TWICE, I decided to file this complaint. The customer service with Gazelle is poor. There is no one a customer can speak with to correct an issue. They insist on their normal protocol, rather than having someone available to actually CORRECT THE PROBLEM, and SHIP THE ORDER CORRECTLY!

Desired Settlement: Doing business with Gazelle has been a problem. It has taken much time, and has caused me to be really inconvenienced, and really upset with this company. Someone within this company should make things right! Is there anyone there who can?

Business Response: Hello ******, we apologize for these issues. We have processed a $100 refund for you and it should show in your account within 24 hours.

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.  [If you are rejecting the business's response please enter your rejection comments here.]  I spoke with customer service supervisor '******' on Monday 5/23, she seemed to get the message that there was something wrong in the warehouse, but didn't seem to care much.  She said she would contact the warehouse to insure I got a BLACK phone on the 3rd order, but when I insisted to speak with a higher level supervisor she actually hung up on me!  (How is that for 'helpful customer service?) After my initial complaint, I received a 3rd shipment with the INCORRECT product.  Got a 3rd phone in WHITE, when I ordered BLACK.  Ordered this on-line, as instructed by ****** the 3rd time with next day shipping, but it took 2 days.  (With the 1 day delay, I had hoped that someone in the warehouse had intercepted the order to insure I was being shipped the correct phone in BLACK, but unfortunately, that was not the case.)   This is getting downright ridiculous! When I called yesterday, 5/25 to inform customer service that I had received a 3rd phone in WHITE, I was fortunate enough to get '*****' in customer service.  She actually took the steps necessary to get me to a supervisor who seemed intent on fixing this, and getting me the phone I had originally ordered.  His name is *******.  While I have not yet received my 4th shipment, I am hopeful that the problem will actually be solved, and that I will finally get what I ordered.  (fingers crossed, saying a little prayer!) Regards,****** ********    

Business Response: A replacement was shipped and delivered to the customer today (June 1) via *****.  The phone was reviewed by the warehouse supervisor before being shipped and there should be no further issue with the phone.  

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent gazelle a brand new ****** ** phone and it was in brand new condition it is now cracked and damaged and no longer in working condition. I expect better shipping options and reimbursement of my now broken product that was not broken before I sent it

Desired Settlement: I would like the amount promised for the phone in which the condition I sent it in which is 105 or fix the phone back in to pristine condition and send it back to me

Business Response: The customer is responding to an evaluation issued by our team that was completed on May 31.  The customer declined that offer and requested a return of the device prior to requesting a second evaluation ("Re-inspection").  The phone is currently in-transit being shipped back to the customer.  Unfortunately, Gazelle is not responsible for the condition of a device prior to our physically receiving it, but if there are any issues with the returned phone we would ask the customer to reach out to our customer care team directly to discuss possible resolutions, if necessary (CustomerCare@Gazelle.com) 

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 have already talked to your customer care team and they pretty much told me there is nothing I can do but except the offer, have the phone returned to me or file a claim with usps for the now damaged device. This unacceptable as the device was in excellent brand new conditions when sentpucture of device is attached  Regards, ********** ******    

Business Response: We did offer to have a new evaluation and that offer was declined.  We apologize if there was any miscommunication on our part.  The device is being returned, delivery is expected back to the customer for Saturday.  If there is any problem with the phone when it is received back, she can return the device to us and we'll process full payment of the original quoted offer ($105.00) once it is returned 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 # ********. Please add your rejection comments below. I did agree to the reevaluation and I was told all of the sudden it was being sent back to me if I do receive it damaged I will return it for the full amount promised because this phone was in brand new condition when it was sent I will contact you farther when it is received  Regards, ********** ******    

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Upon sending in my **** *, selling it to Gazelle to the agreed upon price of $75, I received a check for $10. Gazelle claimed that they had sent out an "adjustment offer" email, but this email was never received. I have checked with my email provider who have verified that no such email was ever received on my email account. The customer service representative was nice, but said there is nothing they can do at this point. According to Gazelle and the customer service representative, they send out one email and then proceed to send you any amount they choose if they do not hear back from you. In my case, this is a loss of $65, but for some who are selling more valuable phones or tablets, this could represent a significant loss. We are dependent upon the truthfulness of Gazelle saying they sent the email, although they can provide no proof that they did. This is pretty sketchy.

Desired Settlement: I'd be happy with a $50 offer or my **** being returned. This isn't a money thing for me, but rather an accountably issue for Gazelle. They need to improve this business practice.

Business Response: We apologize profusely.  The notification emails were not properly sent out to the customer and we will honor the original offer.  We will send an additional payment of $65.00 to complete the $75.00 quoted.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ****

5/19/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent a ****** into them on the 22nd of last month, they said the **** "did not receive it" well after ,me and a manager ****** came to a resolution of Gazelle was going to pay me the $370 issued in a check, well after days, and two weeks have gone by I called about 10 times, and they completely avoided even resolving this issue, I have not received the pay out amount of $370, I finally called in to get a change of payment therefore I did not receive the check, they still have not processed the payment, its been since the 22nd, and nobody has responded to any of my emails, and when I call them there employees tell me a hundred different things, they can't even give the phone back "since its not there" $949.00 phone missing and they tell you too turn your find you ****** tracker off, so now I can't even tell where that phone is, if they have it. I have no idea, I just want the damages covered for, I agreed to the $370, but now I haven't even received that. a $949.00 phone is gone, and at this point. I want the full refund covered for my phone, or I will be contacting a lawyer.Please review this business your giving the rating of an A, this business is not what they say they are they have lost a expensive phone, and have been avoiding paying me out for almost a month now, we are a week away from a month now. Please send this to them as quick as you can. Thank you so much!

Desired Settlement: I want the full value of the phone refunded to me, ***** overnight. Or I will be filing a judgement against gazelle.

Business Response: Customer was advised on May 3 that check payment was being sent to them for 370.00 (the amount of the offer/agreement).  Checks can take up to 2 weeks for delivery.  On May 17 that payment was canceled and reissued to the customer's ****** account.  370.00 is the total of the original offer, and we have processed payment in full, in good faith.

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 reject, I waited a month and came into financial struggles due to the loss and misguidance I have found in this company and this issue goes unresolved until full payment of $949 is submitted. So 579 is owed  Regards, **** *******    

Business Response: No response was entered in the rejection.  Customer has been paid in full to the ****** account, as described.  A transaction ID was also provided to the customer by email for the ****** payment.

Business Response: We have issued payment in good faith for a device that we did not receive.  No further payments will be issued.  The $370.00 was transferred to the ****** account to replace the lost check.  The agreement/contract for this transaction was for a total offer of $370.00, as noted in the original complaint. 

Consumer Response: Better Business Bureau: Then I will go ahead and file a judgement against gazelle. I'm not going to argue about it. I will just go ahead and do what I feel is best, and that is get a lawyer, and have you guys served. Issue could've been resolved but you guys didn't pay me for a month , and avoidance of me being paid out, I feel as if I should be paid for the loss and damages of my phone. And every other customer that has been scammed by this company.  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. Regards, **** *******    

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with gazelle.com to sell them a used cell phone. Tracking shows the phone delivered to them. However, they lost it. Now they are using delay tactics to keep from paying me.

Desired Settlement: I want the money for the phone they lost, $135.

Business Response: The package reported delivered on Wednesday (May 4) by the ****,  on Monday we began the process for compensating for the shipment as lost (not delivered).  The phone shipped to us, by customer's admission, is a lesser model than the one they quoted on the offer.  We are paying the full $135.00 despite the value difference between what was quoted and what was actually shipped.  The customer has been advised today (May 10) that payment is in progress to the ****** account for $135.00, which is a conclusion of our communications with the customer on Monday (May 9) that  we were moving forward as a lost shipment.

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 their response when payment is received. I told them via email about the confusion over model number and was honest about the error. Do no appreciate the implication. Even told them I'd accept the correct payment. No need to get combative.  Regards, ***** ****  

Business Response: Payment to the ****** has been completed, for the amount agreed upon (135.00) 

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 understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ****

5/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: IMPROPERLY CHARGING for State Sales Tax and refuses to make correction. Gazelle charged me nearly DOUBLE the sales tax for my state, Michigan. Michigan sales tax is 6%. Gazelle charged me 10.5% for a $599 ****** purchase or $62.22 in tax. The correct tax charge should have been 6% or $35.94 for tax. The difference owed to me is $35.94. Gazelle refuses to correct THEIR error and has told me that I have to "File for overpayment at the end of the tax year. THIS IS UNREASONABLE request on the part of the consumer. Here is a copy of the charges for my Gazelle order: ******: $599.00 USD Shipping: $7.99 USD Tax: $62.22 USD Grand Total: $669.21 USD. Gazelle customer service refuses to refund the difference and wrote, "file for a reimbursement at the end of the tax year." They do not tell where or how I do this. How often is Gazelle doing this to customers? How many people will fail to file for the overcharge? WHY won't Gazelle refund the proper amount to me? I suspect they are keeping it. Gazelle should have internet software to properly charge State Sales Tax. It should not fall on customers to manage Gazelle's tax collection for the state and to point out when the seller is incorrectly charging for the WRONG State sales tax rates.

Desired Settlement: I WANT $35.94 for overpayment of tax REFUNDED ASAP to me.

Business Response: A refund of $30.28 is being sent back to the account used to purchase the item (credit card).  The customer was charged 10.5%, but should have been charged 6%.  The difference owed back to customer is $30.28.  This was not handled correctly by our representative.  We are investigating the cause of the error with the the third party system that handles that sales taxes.  We are also reviewing this with the representative that the customer spoke with.  We have also emailed the customer back to confirm the refund is being processed. 

5/7/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Had an offer from Gazelle to sell them my used ***** **** *** for $675. Its condition was basically new very little use and was in near new condition when I packaged and sent to them through *****. Received a message from them that the screen was broken and the case had scratches which it had none of when I packaged it and sent it. This damage had to have happened in shipping and or their handling...

Desired Settlement: Need them to turn in a shipping and handling damage claim to reimburse me for that damage.

Business Response: The device in question is being reprocessed for the original offer amount.  A second review of the inspection determined the initial inspection was incorrect.  This item was not damaged.  We would ask the customer to please contact us before "declining" or "accepting" any offers in the future and we can have a new inspection performed.  We strive for accuracy but we do process a large volume of devices through our facility.  Customer has also been contacted directly by our customer service regarding this resolution.

Consumer Response: I sent my cell phone t be purchsed by Gazelle for $95. Upon receipt of my phone Gazelle stated that the phone had severe wear and serious scratches. IT ABSOLUTLEY DOES NOT HAVE EITHER. Then they offered my $20 instead of the original $95. This site/company is a total scam. the phone i sent in for $95 redemption has been in a case since purchased new and only taken out of the case when i shipped it to Gazelle. there are no scratches or areas of wear as you have stated. I took pictures of my phone before it was sent to Gazelle. I will also share this with the MA better business bureau to advise them of your deception practices.  Gazelle honor their original financial quote and stop lying about teh condition of the products they receive as a way to increase profits t the expense of the public.    

Business Response: The rebuttal has no relevance to the original complaint.  The final amount we paid this customer for the disputed iPad was $700.00, which was his requested resolution plus an additional amount. The phone in question, on a separate transaction, is being returned to this customer.  Our offer of $20.00 was accurate because the phone is locked to an ***** ID.  It cannot be activated by a new customer, so we rated it to be equivalent to broken (nonfunctional).  

5/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sold me a defective phone. Which stopped working 5 weeks after I purchased it.

Desired Settlement: I just want my $150 back

Business Response: This customer purchased this device on March 5, 2016, which was delivered four day later March 9.We were contacted by the customer on April 25th, requesting a return.  Unfortunately, we had to advise the customer that their purchase is beyond our 30 day return window, which would have expired on April 9th.

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.   The device started to act funny within two weeks of delivery. They gave me a phone ultimately eventually shut down entirely. The problem started before their alleged 30 day return window but they don't want to hear that Regards, ******* ********  

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a cell phone (****** 6) online from Gazelle and after only a few short months, the phone will not retain a charge. I inquired with the company who indicated they will not assist with such a discrepancy after 30 days. It certainly was not identified anywhere on the company website prior or during purchase that there was such a policy for a non-working product, or that upon ordinary use, the product would not work, or even might not work. Further, it stands to reason that Gazelle would be incented to switch parts (namely a battery in this case) between phones in order to sell off older batteries in newer phones. I believe this has happened in our case, and I believe this would constitute fraudulent marketing and selling of phones as different from their exterior or even age and product life.

Desired Settlement: I am sorely disappointed I trusted the company and its representatives and feel scammed by the purchase of my phone. I would appreciate some resolution and ownership by the company, but believe they will not respond or offer such a resulution. It should be noted that I spend $500, which is no small amount. At this point, I would also strongly advise other consumers to avoid making a purchase from this company until there is further investigation as to why my purchase (and likely other purchase issues submitted to BBB herein) would not reasonably work after such short ownership.

Business Response: Customer purchased a device from our store on October 27th, 2015.We clearly state on our site that we offer a 30 day return window in which this customer could have sent the item back for a full refund. We unfortunately cannot accept a return 6 months later.The ****** has a non-removable battery, which we do not remove nor replace. This customer received the original battery with the original phone.

4/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I provided about 7 ******* and a few ******** and a check was sent to me which I deposited and now it is being returned as insufficient funds and or stop payment. I spoke with customer service, there is no phone number they want to provide to me or anything. I am very upset and now having to pay all this money back and do not have the electronics that I sent them! I am very dissatisfied!!! The check amount was for 1317.00 and now having to go through so much more because of this!!! Will never do this again

Desired Settlement: I would like my devices back or the money to be sent to me.

Business Response: This customer has contacted our team for assistance, but they have been unable to provide any valid transaction information.  We do not have an order listed under this person's name, nor their email address.  If this customer will please forward any documentation from the bank (a returned check), or supply the requested transaction information so that we can locate the order, we will be glad to make sure that any payments issued by Gazelle are honored if they were in fact issued by Gazelle.  The documentation should please be forwarded to CustomerCare@Gazelle.com for investigation, our 800# is 800-GAZELLE.

4/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on their website on 3/8 and paid extra for 2 day shipping. This was very important to me as I was leaving town on 3/11. The website did not provide me with and estimate arrival date of the item. It turns out that they have a 24 hour processing time. On their website it says if you change your mind you can cancel your order before we ship it out to you. After finding out in the morning of the next business day, (first time they are open after the purchase) about the arrival date, I asked to cancel the order all together. They told me that it is too late and you can only cancel up to 9 hours after your purchase. I purchased my item at 6 pm on 3/8 after their closing hour, i contacted customer service on 3/9 in the morning and was told that the 9 hour limit has passed. There is no other way to cancel an order other than talking to the customer service staff. The item did not shop till 6 pm 3/9. The item arrived on 3/11 in the afternoon, after I had already left the city. Now I am returning the box they sent me, unopened an intact and they are charging me a $15 restocking fee.

Desired Settlement: I would like a refund of the $15 restocking fee. I would also like to receive the 2 day shipping fee that I paid of 14.95. I would also like to advise them to include an estimated arrival date so customer like me are mislead.

Business Response: This customer placed an order on our site at 7:24 PM ET on 3/8/2016.  As stated on our site, any order placed after 4:00 PM ET will be shipped the following business day.The order was shipped the following business day, 3/9/2016 at 12:31pm , via ***** 2 day shipping, the shipping method this customer chose at checkout.According to ***** tracking number ************, this package was delivered Fri 3/11/2016 at 2:20 pm.The order was shipped out in the time frame stated on our website, and because there was no issue on our end,a $15 restocking fee will be incurred for this return.

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 # ********. .  [Despite what the business claims, they did not ship the item till 5:13 pm, sending shipping information does not equate shipping. I checked with *****, had the seller shipped the item before noon, 2 day shipping would imply me receiving the package on 3/10. Also the company's representative told me that the shipping was already processed in the morning when I called to cancel the order so we don't go through this process as I already knew that I would not receive the package on time. According to their website you can cancel an order before it is shipped. So either the reps lied to me or *****'s timeline is wrong. I am still asking for the refund] Regards, **** ***********  

Business Response: The time of the scan in by ***** on the 9th would have had no bearing upon the delivery, which was completed on the 11th as a Two Day shipment.

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 # ********.  [The business keeps ignoring the part of my complaint that mentions that I contacted their customer service to cancel the order, (before it was shipped) and they told me that the shipping has already processed and I can no longer cancel the order. (on their website it says you can cancel as long as it has not been shipped) According to their definition of shipped(shipping label is created is the start of shipping) i.e. the time that is already too late to cancel. Well, I contacted their customer service, told them to cancel the order if it is coming on 3/11, I will not be here to accept the package, and I will not need it anymore, they told me the shipping has already processed. Label for shipping was created in the afternoon while I contacted them in the morning. ***** accepted the package 5 hours after the label was created. Overall there was a gap of around 7 hours between when I called them and asked them to cancel the order and they told me it was already processed. The business has no interest in taking any responsibility for their foul play in handling this issue.] Regards, **** ***********  

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold Gazelle an *** *** **, their price was $155 paid to me. I get an email saying my phone had a cracked screen and scratches all over it. It was in mint condition when I shipped it to them.

Desired Settlement: Payment of the contract for my phone.

Business Response: The customer had shipped three devices.  Each were determined to be in lesser condition than expected.  The *** One M9 in question, however, is the only device we did issue an adjusted offer for.  The customer has declined our offer for the M9 and the phone is being prepared for return shipment as requested by the customer.

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, ******* *****    

Business Response: The rejection email was blank.  The device is being shipped back to the customer, as they had requested.

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.  [This company is cheating me. They claim my phone was damaged before shipping, it was not!!!!.] Regards, ******* *****    

3/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a Cell phone from Gazelle.com business site. Ordered February 25th 2016, Order #******, I paid for 2 day express shipping that was $14.99. I Received email confirmation on Friday February 26th that it was shipped with tracking and order info. I didn't receive the phone until March 1, 2016. I no longer need this phone, called Customer Service on 3-3-16, talked to ***** rep #****. She said no refund will be given for the shipping which i disputed with her. ***** refuses to refund the $14.99. I explained I received this product on business day 3. Now received an email for Gazelle certified store that i will also be charged a Processing fee of $15.00. No where in my documentation or on the Gazelle online site does it advise of a processing fee. These 2 fees are unacceptable that Customer care rep ***** refuses to refund. I don't agree with no refund of the expedited 2 day shipping and a surprise Processing fee. Please help me with these 2 fees. I would really appreciate your help

Desired Settlement: I don't accept the Processing fee of $15.00, again that was not advised or documented on my order or emails. I don't think it is fair they will not return my Expedited Shipping fee of $14.99 #************. I appreciate your help and feedback. I am a good paying customer and don't believe I deserve this outcome from the company customer rep or Gazelle. Thank you

Business Response: We apologize for the shipping delay.  We are processing a refund for the shipping charge of $14.99.  We will also waive the restocking fee, if the customer returns the device to us for a refund.

3/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had several interactions with Gazelle since December. I bought my very first ***** ***** in December and chose to buy a refurbished model from Gazelle. My son was diagnosed with Type 1 Diabetes in December and a ***** ***** is a wonderful tool for being able to keep him safe by utilizing apps that calculate insulin dosages and by having access to nutritional information on the go. In other words, this purchase was a tool, not a luxury, which is what makes this whole situation so frustrating. My uncle gave us his old *** phone that we decided to sell because we use *******. We sold through Gazelle and were promised a $20 credit for a purchase through Gazelle. So, we sold my uncle's phone and turned around and purchased a phone for me. The $20 credit did not come through, so I had to contact customer service to have it credited retroactively to my account. When the phone arrived, the battery acted strange from the start and within a few weeks, it died completely. I contacted Gazelle and they gave us a $40 credit to purchase a new battery locally. It was an inconvenience, but we took the phone to a local place to get the battery replaced. Not too many weeks later and the phone began acting up again. This time, mid-call, the person on the other end would not be able to hear me. Sometimes, they wouldn't be able to hear me from the very start of a call. This issue got progressively worse and was especially disconcerting given I was 9 months pregnant and needed a reliable phone for when I went into labor. We contacted Gazelle and they agreed to take the phone back for a refund (of course, they acted like they were doing us a big favor in doing so). However, they would not refund the $40 they gave us for the battery (even though we were sending that battery back with the lemon phone! The representatives kept telling me that they had already "given" us $40 of the purchase price back, when in reality that $40 went to making the phone usable the FIRST time it malfunctioned). We sent the phone back and my husband purchased a phone for me under his name from Gazelle, attempting to use a free $10 code when he signed up to receive their newsletter. The code never arrived and we again had to ask a representative to honor the code we were promised retroactively (they credited our credit card after the purchase). The new phone arrived quickly and we sent the old one back and received a message on February 23 that the phone had been received and our refund would be processed soon. I gave birth to our daughter on February 28, so you might imagine the last thing I wanted to do was chase down this refund in addition to all the newborn tasks (and helping my older 2 children adjust to life with a baby sister) on my plate. Still, I had to contact Gazelle THREE times before we received our refund. We were told that they had tried to process the refund on the 25th, but it didn't go through for some reason. (Why would they not have tried again? Or contacted us? Did they hope we would simply forget about the refund we were due and promised?) When we FINALLY received the refund, we were surprised to learn that not only did we not receive the $40 that they issued us towards the battery (that was now BACK in their possession), but we also were out the $20 credit we received (well, were SUPPOSED to have received, but had to fight for!) for selling my uncle's phone in the first place. The representative I spoke to told us that it was a "partial refund." It was only a "partial refund" because of Gazelle's code not working in the first place! That was the "work around" a representative had to do for us because the code did not work. We could have used that $20 credit towards the phone my husband purchased to replace the "lemon" phone, so why are we simply out that money? We sold an item and were promised a credit for a future purchase. Just because their code didn't work and the phone they sold us was defective doesn't mean we should lose out on that. In conclusion, every single interaction we have had with Gazelle has been a headache. Nothing has worked the first time--from the promo codes that were promised to the phones themselves to the amount of time it took to receive the refund we were due for returning the lemon phone. And, Gazelle still owes us $60--$40 for the battery and $20 for the credit promised us for selling a phone to them. Both of these were subtracted from the refund we received for the lemon phone we returned to them. This has been a HUGE headache amidst an already challenging time for my family--a type 1 diabetes diagnosis for my 5 year-old and a new baby. This was a series of challenges that we did not need on top of so many other difficulties the past few months have brought our way.

Desired Settlement: We would like to be credited the $60 Gazelle owes us.

Business Response: This customer opened a chargeback with their credit card, and was refunded in full on March 7th.The ****** transaction ID for this reversal is - (Unique Transaction ID # *****************).

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 did issue a refund, but not the proper amount.We paid $265.99 on 12/15/15 for the phone in question.  We had a $20 credit that would not go through, but was later "refunded" to us on 12/18/15.  On 1/8/16 Gazelle issued us a partial refund of $40 to replace the battery in the phone, as it had died completely (see previous message for more detailed explanation).  On February 16, after the phone became totally unusable as the sound cut out periodically and with greater frequency, Gazelle agreed to take the phone back, but would not give us the $40 they originally refunded to replace the dead battery (that was now being returned to them along with the phone, so that $40 was in no way beneficial to us, and thus not a "partial refund" as they claim.).  The phone was returned promptly and on February 23 we received word that Gazelle had received the phone and would refund our money in a few days.  It took three separate complaints after this email before we finally were refunded $205.99.  I was told by ******* that in addition to the $40 they wouldn't refund, because they already had issued a "partial refund" for the battery (again, that is now BACK IN THEIR POSSESSION), we would also be out our $20 credit.  We could have used that credit towards the new phone we purchased from Gazelle to replace this lemon that I am writing about.  In the end, we are out $60 that should have been refunded to us because the phone was not functional. Regards, ***** *****    

Business Response: The charges were reversed by ****** for the customer.  We have included a screenshot showing the ****** transaction was reversed by ******, due to a dispute.  Payment was returned to senders account, already. 

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 continues to dodge the point that I am making.  Yes, they can prove that they refunded the full amount to me.  What they are failing to address is that the $40 refund went towards a battery that was then returned to Gazelle along with the phone when the phone was determined to be a lemon.  They also fail to address that the $20 refund was not in fact a refund, but that the money was "refunded" because a credit I was due from a sale of another device wouldn't work.  When we had to buy the phone to replace the one in question, we could have used this credit if it had not already been absorbed by the "lemon phone."  I do not know how many more ways I can explain this.  You can certainly reference previous BBB correspondence for a more thorough explanation.   Regards, ***** *****    

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently sent my phone in to this company, and they promised me $80 for it. They said they emailed me several times (which I did not receive - I did a search on my email account and never found the emails they reportedly sent) to inform me they lowered the quote because the screen on my phone (******* S5) was cracked or broken. It was not. I tried to resolve the dispute with them but they refuse to send me the $65 difference. I would not have 'sold' my phone to them for $15. It was a phone in perfect working order. I feel cheated, and am angry. I've seen multiple reviews online saying they've done it to other people. Can anything be done?

Desired Settlement: I want the $65 difference paid to me, or my phone back.

Business Response: The customer's device was received at our processing center and inspected on February 15.  From that date, we attempted to reach the customer via email notifications sent on February 15, February 17, and February 19 to the email address that the customer had provided to us, to advise that the phone was not in the condition that we had expected and did not match the offer quoted.  Each of the notices offered a counter-offer and the option to have the phone shipped back, as stipulated in the website's Terms of Sale Agreement.  We can provide copies of these notices upon request.  Also stipulated is that non-response to our notices will be interpreted as acceptance.  The device was finalized and processed for payment on February 23 due to non-response, for the revised offer.  In addition to the email notices, we do offer LiveChat and an order tracking system through our website, in addition to email and phone support for customers to reach us about an order.

3/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned my defective Gazelle product to the company 3 weeks ago. At the time, I was told that my refund would be processed within 1 week. I have routinely reached out to the company, both through its online chat function and through phone calls to their corporate headquarters. I have recorded conversations of the prior, in which Gazelle customer support specialists promised that the refund would be issued promptly, and that I would receive a confirmation email within 1-2 business days. The most recent interaction was yesterday, during which I was promised — both on chat and over the phone — that my refund would be issued within 24 hours. It has been 25 hours, and no refund has been issued. The company has missed deadline after deadline, all of which were verbally promised and contractually agreed to. The company has offered a litany of excuses about technical issues, and has engaged in deceptive business practices (including using over-long hold times in an attempt to encourage me to give up on their customer support), and has outright lied on multiple occasions (e.g., stating that a *partial* refund was issued on 2/19/2016 when no such refund ever occurred). I have supporting documentation for all of the above-alleged behavior.

Desired Settlement: I want the full refund which I am contractually due of $295.99. If this matter is not resolved promptly, I will file a complaint with the Federal Trade Commission regarding these deceptive and unfair business practices.

Business Response: We do apologize for the difficulty the customer experienced with this refund.  The customer has since contacted us on Tuesday (March 1) and we were able to assist him to confirm a refund of $295.99 was completed on February 26 2016 through his ****** payment account to his credit card.  

3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my **** 4 32g to gazelle for an offer to sell it for 180 and I changed my mind and called to have it returned because I didn't want to sell it afterall and they told me it was destroyed when it arrived supposedly and it took 3 weeks for them to send it back and they obviously broke it because it wasn't sent in that condition

Desired Settlement: gazelle needs to replace the **** with a new one

Business Response: After reviewing the transaction, we believe damages to the device existed prior to the shipment to Gazelle.  The ** ****** ******* reports that they received the package on February 9 and delivered the shipment to our warehouse within two days.  On February 11, we processed an inspection and advised the customer that this **** was cracked and issued an adjusted offer, for that reason.  When the customer contacted us to have it returned, we had offered at that time to have the **** reviewed again while it was still in our possession, but that offer was declined outright.  We do apologize for the delay with the return shipment, but this had no impact on the offer nor the condition of the device we had received.  Now that the device has been returned to the customer, we apologize for any disappointment but there is no further action we can take.

2/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is my second time using this company to sell my old ******, It now has been over a month and I still have not received payment. I have made several phone calls and they are unwilling to expedite my payment for the ****** I sold to them. At the moment I am without my phone and without payment. My first payment was "lost" which prompted a call last week. The timeline I was provided was 1-3 business days to cancel the lost check and a new one would be issued. Now 5 business days later when I called a new check still hadn't been issued with a confirming email. I was advised today that it should be issued either today or tomorrow and to expect it in 3-10 business days. This process started on January 3rd when my phone was accepted and payment first shipped, It is now the 10th of February and payment is still not received or accounted. There was not any offer to expedite and get payment to me sooner.

Desired Settlement: Payment needs to be sent to me as soon as possible and expedited.

Business Response: We are sorry that the original payment that we had sent was not received.  The replacement check completed processing and was mailed on February 10 for delivery via the **** and should arrive within 3 - 10 business days to the mailing address that was provided to us.

2/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a refurbished ****** and only 6 weeks after I received it an really only a few weeks into using it (it was a Christmas gift so I didn't even turn it on until then Christmas), it would not turn on. I took it to the ***** store and they tried to restore it. They were not able to and informed me that it was defective. I reached out to Gazelle and they said they couldn't help me because it was more than 30 days since I purchased the phone. It is clearly defective and they would do nothing about it. This was order number ******.

Desired Settlement: I would like a refund of my purchase price. I am willing to return the phone but I do not want to do business with Gazelle ever again.

Business Response: You will be receiving a pre-paid return label shortly via email. Simply return the device and you will be refunded in full minus a $15 restocking fee.

1/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a ****** 5c from gazelle.com. When I first got the phone in the mail I was without a phone for two weeks so I was finally glad to get it. Unfortunately I did not know about the events that would take place. Simply an hour after I receive the phone I notice something weird about the audio. It was very muffled. They offered me a refund but I was in desperate need of a phone, so I thought what the heck I guess I can deal with it. During that same week I also discovered my phone would crash all by itself constantly and randomly! I contacted ***** about my specific problem and they said the motherboard/logic board has been burnt out. Since I really needed a phone I didnt want to return it. Now here I am in mid-January experiencing a charging problem my phone wont hold a charge or turn on. I again contacted ***** and they said it has to do with the motherboard. It seems as though all the ports connected to the motherboard were fried. The speakers, charging port, screen crash etc. I bought the phone in November and its only been 3 months, I am disappointed I had to go through and deal with this expensive unknown risky investment, a phone with muffled speakers, a crashing screen and a phone that wont charge. I like Gazelle as a company but I am fed up with this phone!

Desired Settlement: I would like to receive a refund of the purchase price of the phone or a replacement.

Business Response: Hello, Unfortunately we can not issue a refund for the purchase price unless the device is returned to us. Typically we only accept returns for 30 days but if you would like to return the device just let me know and we can send a pre-paid label via email.

1/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an ****** from Gazelle that was listed as "Carrier: Unlocked". The carrier selection in their search page lists options as ****, *******, ******, ********, Unlocked. I am on ******* so I looked for phones that were either ******* or Unlocked. I received the phone and when I tried to activate with ******* they said it was not compatible. Gazelle has confirmed that an Unlocked phone is not compatible on ******* and only works on **** and ********. There is small print on the listing page for the Unlocked phone that mentions this which I should have seen but didn't. They have offered me a refund minus a $15 restocking fee. I am unhappy with this $15 charge as I feel I was misled throughout the search and sale of the phone with the fact that it was listed as "Carrier: Unlocked" instead of "Carrier: ****/********" and I am worried that this is happening to other people who may miss the small print as well.

Desired Settlement: I would like their website to stop advertising Carrier: Unlocked and change their search/web pages to state the carrier that the phone DOES work on.

Business Response: Hello, Depending on the model phone carrier unlocked may or may not work on specific carriers. As our site explains, GSM unlocked phones will not work for ******* or ****** but newer unlocked phones such as the ****** 6 or 6s will work on all carriers. We are sorry you feel mislead and will waive the $15 restock fee when the device is returned.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ********

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used **** for my son for Christmas. Unfortunately for me I ordered in on October 20th. Turns out it is defective (the headphone jack is broken and it cannot be fixed according to *****). But I didn't discover this until Jan 2nd when we were traveling home from the holidays - the very first time we tried the headphone jack. I've contacted Gazelle and they will not replace the device! Why? Because I ordered outside of the extended holiday return window which wasn't in place until Nov 27th. They claim that the holiday return dates were on their website - but I do not recall ever seeing this. I paid over $325 for an **** that was supposed to be in working condition and it is not. It cannot be fixed and can only be replaced. I have contacted them and had the issue elevated but they offer nothing other than that they are "sorry for the inconvenience". I find this to be a terrible thing to say - it's not an inconvenience - it is just wrong.

Desired Settlement: Either a refund of my money (preferred) or a replacement **** would be acceptable.

Business Response: We reached out to the customer and have offered the full refund that is requested.  We have advised that the refund will be processed once we receive the device back.  We have asked the customer to be sure that any passwords have been removed.  If the device is locked, it will affect the refund.

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a refurbished ****** 5S on Sept 9, 2015. I purchased it as a Christmas present. At the beginning of Jan 2016 it started going to a blue screen and restarting itself. Now it will not even turn on and I am unable to restore the phone. ***** said it needs new hardware which is around $280 to fix. I contacted Gazelle and they told me it was beyond the 30 day policy. I am extremely disappointed that Gazelle advertises a 30 point inspection, and the product didn't last a month. My daughter paid half from her account and I paid the other half. We went with refurbished to keep the cost down. I want to warn others not to purchase from Gazelle. I think Gazelle is just selling defective items. Shame on Gazelle for not standing behind their product and not willing to make amends for a product this is inferior.

Desired Settlement: I would have settled for a replacement if offered, but I would just like my money back.

Business Response: Hello,We are sorry the device did not function normally. We will have a pre-paid return sent to you via email shortly and when we receive the device back you will be refunded in full.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ********

1/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a computer and Charger to the company for purchase. They offered a lower price than originally quoted, and I chose to have the product returned. They returned the computer as requested but had thrown away the charger.

Desired Settlement: Replacement charger for ***** ******* ***. Authentic -magnetic charger.

Business Response: We have sent the customer a replacement for the magnetic power cord.  We have also provided the customer with **** tracking for that replacement by email; delivery is expected (estimated) for Thursday, Jan 7, by the ****. 

1/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I mailed in an ****** 5 to the company in November. The company received the phone and promised payment for the phone in the amount of $70.00. Payment was to be done via check but I never received it. I reported this in December and they sent another check on 12/14/15 and that has not been received as of 12/30/15. I have asked to speak with a Gazelle representative multiple times and the request was ignored. I warned that I would be filing a complaint with the BBB and my request to speak to a manager was still ignored. I asked for a tracking number and I was told that there is no tracking number. I asked for the phone back and was told they cannot send the phone back per their policy. I am asking that the check for $70.00 be mailed overnight via registered mail so that it can be tracked by the ****.

Desired Settlement: I am asking that the check for $70.00 be mailed overnight via registered mail so that it can be tracked by the ****.

Business Response: We have reached back out to the customer on December 30 and are sending a new check with an express delivery (**** Priority), today (December 31).  Barring any holiday related delays, **** is quoting delivery by Monday (Jan 4).  If there are any further delivery problems with the payment, we ask the customer to please let us know.  This is our third attempt to mail a check to the address that was provided to us on the order. We will continue to follow through until they receive their payment. 

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a refurbished ****** 5 from Gazelle on Nov 6, 2015. It is now less than 60 days after purchase, and the phone no longer works. It does not power up on its own or when plugged in with a power charger. It is completely dead. I called Gazelle and they told me that it was past their 30 day warranty. The best they could do was $10 off another phone from them. That's insulting. I understand that their policy is 30 days, but seriously, the phone is dead in less than 60 days. No offer to exchange it or repair it. I'm simply out the $297 I paid for what I expected to be a decent refurbished phone. I even paid extra money to get one in "Excellent" condition. Foolish me. It's laughable that Gazelle claims to have an A+ BBB rating, but does nothing for it's customers who receive junk from them rather than the "Excellent" phone the customer expected. Customers beware and seriously consider paying for a new phone with a one year warranty before rolling the dice with Gazelle.

Desired Settlement: I would like a refund for the phone. Had Gazelle offered an exchange when I contacted them, I would have accepted that. But I need a new phone now and have to go buy one. An exchange does me no good at this point.

Business Response: Hello, We will allow you to return the device for a refund however there will be a $15 restocking fee for this return. Shortly, you will receive a pre-paid return label via email. Simply return the device back to us and after a quick inspection your refund will be processed.   

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Thank you Gazelle for your assistance with this matter.  I commend you on your willingness to stand behind your products. Regards, **** *******

1/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have send in 2 phone which come out to 110 dollars I was supposed to get check and check would not have come to July 7 waited week call them they said box was empty and there isa peron looking into why and at post office that the phone was send it was sel and box was wiegh they keep say they where send out check and still has not got it I also had to send in recite that it was mian and model number send that and still not got paid I want to get payed or send phone bck

Desired Settlement: Get paid or give me my phone

Business Response: We have contacted the customer about this and have agreed to a resolution of $80.00 for the two phones shipped, which is the quoted total for the two phones in question (from the original orders).  Prior attempts to get this resolved with customer were impeded by incorrect contact information.  That payment of $80.00 is being processed and sent out for customer within the next two days, as a check. 

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ********

12/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a phone on December 29th, and paid $14.99 for 2 day shipping because I needed the phone asap. I received a shipping confirmation/tracking number from Gazelle on December 30th. When I checked the ***** website for further tracking details, I saw that the delivery date was listed as Monday, January 4th. This is 6 days after I placed my order! This is not expedited, and it's unacceptable to me. I contacted a Customer Service representative named Audra via live chat on their website. In addition to refusing to expedite the shipping of my item, she also refused to refund the $14.99 expedited shipping charge. I asked her repeatedly to please remove the extra charge for shipping since it was not going to be expedited, and she repeatedly refused, and told me she was sorry I felt that way(?). Not only was that unhelpful, but it didn't make a lot of sense. I am very dissatisfied with this experience. I will not deal with them in the future. I hope the phone that I eventually receive will be in good working condition, because their Customer Service appears to be almost non-existent.

Desired Settlement: I would like a refund of $14.99, which was the cost of expedited 2 day shipping. Regular shipping is free.

Business Response: We have refunded your $14.99 and it should show back in your account within 24 hours.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ******* *Provided that I receive the credit of $14.99 to my account within the next few days, I consider the matter resolved. Thank you BBB for your assistance!

12/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Battery life on device was poor at 30 days and degraded significantly in past 30 days to where it is unusable.

Desired Settlement: I had asked for a replacement but was told no. Then I was offered refund but needed use of phone did not have a viable replacement phone in order to send it back now. Now I have arranged to be with ut phone and Gazelle will now not refund.

Business Response: Hello,Unfortunately we can not offer a replacement but if you wish to return the device for a refund you can do so. We will send a pre-paid return label shortly via email. Simply send back the device within 14 days of receiving the label and you will be refunded in full once the item is processed at our facility (1-3 days after arriving).

12/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I went online to Gazelle.com on 12/08 and accepted an offer to sell my ******* Pro 15 inch to them for $300 based on the stipulation that it was in working order. On 12/09 I mailed the laptop to them using the prepaid label they sent me and they received it on 12/10. Upon receipt and inspection they emailed me and notified me that the laptop's video graphics card had failed and they adjusted my offer to $100. I declined and they mailed the laptop back to me which i received on 12/12. On 12/12 I took the laptop to ***** for repair, and upon diagnostics they determined that laptop's hard drive was missing and that the video card was defective and they repaired the laptop for a total of $543.45. I contacted Gazelle.com and notified them that my laptop had arrived without a hard drive and that I needed it back. I spoke to a supervisor named ****** who advised me the hard drive had been removed but he would contact the department that inspected the laptop to see if they could recover it but otherwise Gazelle would be willing to pay to have it replaced. I contacted ***** and asked for them to tell me what the cost of replacing the hard drive was and they advised it would be $137.89. On 12/17 I called Gazelle and they advised me that ****** was now on vacation but another supervisor would contact me. On 12/18 I was contacted by a supervisor named **** and he advised that the hard drive was not recovered but they he found one for sale on ********** for about $68 and could send me the money to buy it. I responded with the following 2 emails. Hello, I spoke to ***** and they quoted me $137 to add a new hard drive (OEM) including labor but it wouldn't include the operating software installation. $68 dollars will not be enough. I'm not sure how this is going to work as I can get the hard drive replaced but my files and operating software are gone. I can't accept $68, but I am interested in one of the laptop you guys are selling on your website. What can you guys do for me? Considering that the original offer instead for my ******* Pro 15 inch was $300 and when I took it to ***** to fix what you guys said was wrong with it (it needed a new logic board and they performed a $500 repair) + now you guys need to compensate for the new hard drive which is $137.89 but does not include the OS which I'm not sure how much it costs or the software I had installed on the original hard drive such at ** ****** for *** or the trouble I've had to go through. I believe that the laptop below can make up for it considering according to your website you guys take it in for trade at $305, and I'd be sending in my laptop back in if you guys agree which ****** agreed to pay $300 for if we forgot about the HD. ************************************************************************************ I've been without a working laptop for almost 2 weeks now and this is unfair, I didn't do anything wrong here and I keep having to wait days at a time for responses. I've been extremely patient and cooperative but now I am getting anxious. Please let me know as soon as possible. **** responded with Hello *****, I will have the $137.89 sent to you via check. As far as the operating system and other software, *** OS is free now and your licenses purchased with the software are still valid so you can reinstall those at no cost. Regards, ****

Desired Settlement: I would like to them to return my hard drive with my original files considering we did not make a deal and I never agreed for them to remove the hard drive unless they were paying for my laptop based on the original deal we made on 12/8 upon receipt and inspection. ****** offered me to send the laptop back for the original $300 offer instead of them trying to find the hard drive or replacing it, which I declined because this was after the fact that the laptop had a $543 dollar repair based on their findings. I am requesting that Gazelle.com do 1 of the following. 1) Return my original hard drive with my files intact. 2) Adjust the offer to $843.89 which would include the original $300 plus the $543 that was invested in to the laptop based on their findings in exchange for now repaired hard drive less laptop. 3) Send me a ******* Air 13.3" (Mid 2013) ***** **** ** ****** *** ***** *** as I mentioned in my communication to them on 12/18 as settlement for loosing my hard drive and files. My original agreement to sell the laptop to them in which they were entitled to do as they pleased with the hard drive was based on them sending payment of $300 immediately after inspection and once I realized that the laptop was in need of repair and they agreed to send it back the agreement was null and void and the laptop was to be returned to me in the same condition that I sent it in. Gazelles current offer of $137.89 in exchange for the lost hard drive is insufficient as it does not imdemnify me of the loss considering my files were lost.

Business Response: This computer was improperly processed by our team and the drive was separated from the computer, ultimately this harddrive was not returned to the customer .  This was done because the computer was determined to be non-functioning (graphics card failed) and it was being tested with alternate hardware (to confirm if the graphics card had failed, or if it was the harddrive).  All data from all machines, from phones to computers, are wiped during the inspection process.  We adhere to strict data protection policies for all devices we process, whether ultimately purchased or not. We had offered to have the computer returned to us for full payment of the original offer, which was declined by the customer.  We advised that we would either return or replace the harddrive, if he did not want to ship the computer back to us for the original quote.  At the center of the disputed amount is the missing harddrive, for which we are sending payment for the purchase value of the part plus the labor, as quoted by the customer from ***** ($137.00).   We do apologize for the inconvenience, but we can only be liable for replacing the missing equipment (harddrive).  Check payment of $137.00 is being processed, now, for that harddrive, and we are very sorry for this experience.

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.  It isn't fair that Gazelle.com does not take responsibility for their negligence. I will ensure that I continue to voice my expirence via social media and review outlets. Regards, ******** *******    

Business Response: We do accept responsibility for the missing harddrive, and have resolved to compensate the cost to replace that drive and the labor/service to install it, quoted to us (by this customer) to be $137.00 from *****.  We cannot accept responsibility for parts/repairs unrelated to the missing harddrive.

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 am not asking that you accept responsibility for any other parts. I am asking for you to return my original hard drive which I did not authorize for you guys to remove or keep unless you accepted the original offer. Otherwise you can compensate for the loss of my files which is not included in the $137 that it cost to replace the stolen hard drive. Regards, ******** *******    

12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ****** * plus phone from Gazelle.com for $608.00 on 11/14/2015 I received it on 11/18/2015 a week later there was a 10% off promo going on Gazelle.com when you make a purchase so I asked customer service if I could take advantage of it being only a week since the purchase still inside the 30 day return window like most businesses I figured it wouldn't be a problem and if they told me no I would just buy another phone and return the one I have to take advantage of the deal. I ended up not receiving a reply in the 24 hour reply window they specify and conveniently received one after the sale was over. I ask Gazelle takes responsibility and give me the deal that was advertised because again I only had the phone for a week before the sale and I could have easily returned it and purchased another one if their customer service would have replied in a timely manner which they did not

Desired Settlement: $60.00 refund thats 10% off $600.00 so I'm not even asking for the full amount

Business Response: We have accepted the refund and closed the case in ******.

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 understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *******

12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trusting Gazelle's business and advertising of a A+ business rating I choice to send in my very nice, good working condition ***** ** ***** for trade-in. I follow all the proper steps with the company's shipping box and packing. The box arrived with the company supplies and sealant tape. I completed the shipping and sent the phone in. The company cancelled my transaction and now have sent me an email (11/23/15) stating the box arrived. Today, 11/28/15 I received an email stating that the box was empty and they have a investigation with **** on this matter. But in good faith they want me to provide them with a copy of my driver license, receipt of the phone, the serial number of the phone. I find this information like a scam and will not provide my personal information. I do not have the phone to retrieve the serial number or the receipt- they have it in the box that Gazelle provided with all the necessary packing and labels- now to claim it arrived empty. This is unacceptable! The agreement was $115.00 for the trade-in of the ***** phone. Now I am sitting without the $115 and/or a phone! I want this company that claim good rating to honor what the claim to do. Copied and pasted is the email that was received... **** **** (Gazelle Trade-In) Nov 28, 07:16 Hello *******, The **** delivered your shipment to our facility on 11/23/15. Your transaction details are as follows: ************* ************* – ***** ****** 5s 16GB (*******) Estimated Offer: $115.00 The box delivered arrived empty as no contents were found inside. We are closely investigating the matter in conjunction with ****. In good faith we would like to process your payment while the investigation is still in progress and in order to make the necessary arrangements, the following information is required: 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 ***** Serial Number (plus IMEI or MEID) 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. We appreciate your prompt attention to this delicate matter and look forward to hearing from you. **** Gazelle Customer Care www.gazelle.com

Desired Settlement: I want Gazelle to pay the amount they claim for the price of my phone!

Business Response: The customer provided the requested IMEI information from the phone to our warehouse, and this has been processed for the full payment today (Nov 30).  Final payment amount is $125.00 sent as a check.  Customer also received notices from our team advising the same. 

11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sometime in October, I have decided to sell my device to Gazelle. I send in my phone only to find that they have received an activation locked device. I ask to receive my phone back and while the device is mine, but the activation lock is not mine and I have e-mailed customer support, and was told that they would honor the original value that I have locked into when selling the phone. So they gave me a shipping label, sent the phone back and got a confirm that they received my phone and that the finance team will mail my original value of the phone. Got an e-mail stating that they have mailed a check to me. I check the tracking and clearly states that it's in my local area but nothing has changed then and still remains the same. I contact the customer support kindly to find out why it is taking so long, only to be told that I should wait till 11/13/2015 and if I don't receive my mail by then that I should go ahead and e-mail customer support back. So I e-mail them back stating that I didn't get the check as they suggested and I have yet to hear them back again. It's been past 2 business days and still nothing. I'm to a point where nothing is going to be accomplished and this is just getting more frustrated. In the e-mail I simply ask for a resolution such as sending me another check or another payment method. So as of right now, Gazelle's job isn't finished and isn't solved until I receive the original payment as promised. This is unacceptable and I will not tolerate any of this nonsense.

Desired Settlement: My desired outcome for this company is to find a better solution in customer care support. Especially when dealing with customers who are having issues and not ignoring the customers. Having a consistency in a rep who responds to customers e-mail instead of having a new rep try to resolve the issue as it's a lot more work. Finally, I expect that the Gazelle team members fulfill my issue and please refer to my e-mail. I still have not yet receive the payment nor any responses from the Gazelle team of my issues and yet awaiting for them to respond to my e-mails and re-issue the check mailed to me or send me payment via ******.

Business Response: We apologize for the difficulty with receiving the payment.  The customer should have received an email from our finance team today (Nov 18) with tracking information for a replacement check being issued from our offices.  That check is being over-nighted for him.

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 #********. I have receive the payment as promised by the company today and is satisfied that I have been taken care of. Thank You. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ****

11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted 2 phones and they were checked out 2 days after I mailed. The website promises 24-48 hour ****** payment after phones are checked out and I have yet to receive my payment. 6 days later. The phones were "checked out" and approved on November 2nd and 3rd. The customer service representative just kept telling me my payments were "being processed". And that they would be finished processing on Friday November 6 and 7th. I have not received any indication that a payment was sent and my Gazelle account still reflects no payment made.

Desired Settlement: I would like my payments to be made to my ****** account immediately. I would also like an apology for the vague and misleading website information. I believe it would be in Gazelle's best interest to either make payments in a timely manner or change the payment information that is posted on their website.

Business Response: We are sorry for the processing time with these orders.  The customer should have received both payments to his ****** account for the total $390.00.  Each phone was on a separate order so they processed on different days, but a payment of $195.00 was made to the customer's ****** account on 11/7 for the first device, the second payment of $195.00 was completed today (11/8) to the ****** account.

11/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I entered into an agreement with Gazelle for them to purchase my ****** **. They sent me a pre-posted, pre-addressed label and "Gazelle" box to send my phone in. The label was **** tracking label. The instructions were that we simply put the "de-personalized" phone in the box, affix the label, and drop it off in a postal box or give it to the mail carrier. There was no specific instructions that the pre-posted box MUST BE HANDED TO A POSTAL CLERK FOR SCANNING. I took my box to the Main Post Office located at ***** ****** ****** ** *** ****** ** ********** just after the windows closed. I placed it into a secure postal mail box with two remaining pick ups that evening. Well the post office never scanned the "tracking" number and now it is apparently lost. HAD GAZELLE INDICATED ON ITS INSTRUCTIONS THAT IT REQUIRED A HANDOFF TO THE POSTAL PERSONNEL SO THAT THE TRACKING NUMBER COULD BE SCANNED I WOULD HAVE DONE SO. Instead I am apparently the victim of a in house postal theft since there is no way to to track the phone since GAZELLE has you disable the "find my ******" tracking. Total Loss to Me is at least $141.75. Thanks Gazelle.

Desired Settlement: Not only does Gazelle need to modify their misleading and fraudulent claims of a safe method to sell your cell phone to the entity it also should pay me for its failure to have clear instructions that have undoubtedly led to the theft of my property; i.e. that you MUST HAND THE PACKAGE TO A POSTAL EMPLOYEE SO THAT THE TRACKING ON THEIR PRE-ADDRESSED PRE-PAID BOX/LABEL CAN BE ACTIVATED.

Business Response: We are sorry that this was mishandled.  We have since reached back out to this customer and we are processing payment of $141.75 ****** credit for the shipment.  

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ********* *******

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my ****** to Gazelle to recycle and awaited a price from them. The offer they made was lower than I expected so I requested the phone back. They sent it back but kept the SIM card. As a result, my phone is not able to be used for anything.

Desired Settlement: I would like to have my SIM card back or another one sent to me.

Business Response: We do apologize for any inconvenience, but we are not able to replace SIM cards.  Our pre-shipment checklist that was emailed to the customer and included in the box provided instructs to specifically "remove your SIM card" before shipping the device to us.  Any SIM cards that are received at our facility are discarded and recycled.  We do not keep the SIM cards on location, for the customer's account security and data protection.

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.    Regards, ***** *******    

Business Response: The 'rebuttal' and 'rejection' emails both appear to be blank.  We do apologize but we are not able to replace SIM cards.  We do ask customers to not send these with their devices.

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.  If ghazal is willing to return a phone if a price is not agreed on that is proof that they do not on the phone or any of its accessories until the price is agreed upon. Why would they take property and destroy it when they have not even agreed on a price with the owner. Regards, ***** *******    

Business Response: The ****** 5S in question was received by our team on August 11 and determined at that time to be locked to an ***** ID (iOS lock, aka "Find My ******").  This feature is a security measure to prevent Loss and Theft of the phones; they render the device to be useless, which is why we offered a "Broken" price for the phone. We advised him about the lock and provide an option/instructions to remove that lock remotely (online), but he had opted to have the phone returned to him on August 11.   For our processing, the SIM card has to be removed from these phones in order for us to test them.  The SIM cards are not part of the device and are specifically requested to be removed from the phones prior to shipment to us.  SIM cards can contain customer subscriber and identifying information that is considered sensitive data, so they are physically destroyed to minimize our contact with that information.We do apologize, but we are not able to offer replacement for SIM cards that have been shipped to our facility.  The customer will need to reach out to their carrier for replacement. 

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.  According to Gazelle's shipping instructions the customer is instructed to remove the SIM card OR deactivate through their carrier (see attachment #1). Their previous statement that I was "specifically" instructed to remove the SIM is not correct.  I was given a choice.  I chose to deactivate my account with **** and send the phone in.There is nothing in the agreement that transfers ownership of the phone to Gazelle the moment I send the phone.  It remains mine until a price is agreed upon.  That fact that Gazelle shipped the phone back to me is proof that they did not own it.  As such,  they do not have  the right to destroy a part of that phone until the price is accepted and they own the phone.  And yes, the SIM is a part of the phone, a very integral part of the phone.  Regards, ***** *******    

11/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a hostile email telling me that they would not pay the agree upon price due to the "Find my ******" feature being turn on for my device. This feature was turned off in ****** prior to shipping and has since been confirmed.

Desired Settlement: I simply want a prompt processing of the full payment due to me.

Business Response: The customer's ****** 5S was put on hold on October 28 due to an *** lock, which does seem to have been errant and we apologize.  However, the customer also replied through our email system and that phone was re-inspected and approved for full payment of the 120.75 ****** credit on the same October 28.  Full payment is processing now, customer should have received a subsequent notice from us yesterday advising the same.  

11/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I would like to leave a review ; I purchased a Gold ****** 6 in "excellent" condition from this website Gazelle.com. When it arrived it was in HORRIBLE condition, with cracks in the screen an just an overall horrible condition phone. The option they gave me was to return it, i asked for a partial refund or a replacement and they said they would give me a refund of $50 out of my almost $500 purchase for this phone, because this is the difference between "poor" and "excellent" condition. Yet in the description for a "poor" condition phone it says the screen will not be cracked so I do not believe this was a fair amount to refund. Will not recommend anyone buy from this site, they shouldn't have sent the wrong phone in the first place.

Desired Settlement: A reasonable refund.

Business Response: We offered a full refund for the damaged device, you will simply just have to use the pre-paid return label and send the device back 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 # ********. Please add your rejection comments below.  I had already got rid of my previous device expecting a good phone, if I returned it I would be phoneless thanks to your company's careless mistakes. I did not want to return it I wanted a REASONABLE partial refund. $50 for a cracked phone which on your website it says even the fair condition phone shouldn't be cracked, is NOT reasonable. Regards, ******* ********    

11/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I sent a cell phone into Gazelle to get a payment of $100 for the device since it was in Good to Excellent shape, when they received the cell phone they said it wasn't in the condition I stated and offered my $80 for it or I could have them ship it back to me. I indicated I wanted them to ship it back to me, when it arrived it wasn't the same phone that I had sent in. There is no good way to reach them, only over chat, so I chatted with them on 3 different occasions, each time they are saying the phone I got back is the one I sent in. I check with Verizon and they provided me the serial number of the device that I had and that I sent in (it was the only ****** 5 White 16GB that we have ever owned) and they say it is not a valid SN. They are refusing to address the issue in a timely manner and now I'm stuck with a phone that is in very poor condition that they say was mine.

Desired Settlement: They will send me the agreed upon $100 and I will send back the phone they shipped me that they claimed was mine.

Business Response: We had emailed the customer on Sunday (Oct 25) with a ***** shipping label and request to send the device back to us.  We advised that we will process payment of $105.00 ****** credit, once we receive it back to our warehouse.  At this time, ***** has not reported receipt of the shipment.  We would ask him to please reach out to us directly so that we can make sure he gets the shipping label to return it.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent them an ***** **** *** * for sale. They inspected and claimed it was stolen; then settled they would hold it for 30 days and/or turn over to police. Neither ***** nor ******** placed any such notice. Despite sending receipts showing ownership and dealing with an unauthorized third-party verification service (**********) which also (eventually) properly showed the unit as not stolen; Gazlle.com still refuses to return my property. I keep getting run arounds and del;ays tactics always ending with "a supervisor will be in contact 1-3 days later", which does not happen. They still are holding my property, numerous escalations and still not return, no contact from a supervisor and no tracking number showing they are returning my property. Worst customer support ever, they seem to have no records of other chats or emails tied to the records for *************.

Desired Settlement: I want them to stop playing games and return my property; which apparently they seem to think is still stolen and thus are not obligated to return. I want to hear from a real person who will resolve this and stop playing games.

Business Response: This customer's **** is currently in-transit back to him, per our email notice on October 28.  This customer had requested on Tuesday, October 27, that we not check the device again and just send it back.  He should have received shipping confirmation by email on October 28 for that return shipment.It also seems that he might not be receiving our emails from customer service.  We would suggest double-checking any Spam/Junk filters that might have blocked our communications.

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.  Despite the dates, the facts do not align.  ***** clearly showed that the did not actually ship, only printed a label.  Email is not a problem, getting all of their emails but the contents do not reflect reality.  The facts again: I shipped a known good **** for sale.  They declared it stolen using a third-party **********.  Gazelle then emailed me and stated that since it was stolen they would be keeping the **** as per policy.  Both ***** and ******** confirmed they never placed a stolen record into the public reporting systems.  I provided receipts proving ownership.  Gazelle never followed up with a supervisor (as repeatedly promised) and kept stalling, claiming they did not know who placed the stolen record out there (declaring ********** as the third-party).  After much pressure Gazelle finally - and almost magically - discovered the stolen declaration was in fact wrong (actually, someone at ********** edited the record; this is a known fact).  It still took several chats and emails to get the unit released.  They stated a ship date and that passed by two days without followup or communication.  What was stopped here was an attempted theft of a known good unit by some mechanism involving Gazelle and **********.  The unit did not - after two whole days - show in ***** as being shipped.  It does now, and when it arrives it will be inspected for damage and being the actual unit I shipped.  Any damage will be filed as a further complaint.  Gazelle needs to respond to this with an apology and explanation as to why this all happened in the first place.  Stating a third-party like ********** (which ironically states they have NO OFFICIAL RELATIONSHIP WITH GAZELLE) and then claiming they have no idea how or why it was declared stolen, again citing unknown, uncontrollable resources they use to determine this in the first place - is unacceptable.  I know how databases work, and it would be easy for Gazelle to trace the records and figure out why a known good, NOT stolen unit was being held as stolen by them.  They KNOW what resources they are using and can easily investigate the cause; but, they refuse.  All the more reason to suspect a theft ring inside Gazelle in association with **********.  Maybe somebody in inspection has a side deal with ********** and they manually mark units stolen, then after 30 days they disappear into the black market.  Of note, working with an investigative reporter who is finding interesting evidence of this; there is a problem at Gazelle and it needs to be addressed.So no, the explanation is not acceptable - I want to know why this happened and why I had to fight to get my property returned; especially after producing receipts. Regards, **** *******    

Business Response: Our policy is to return blacklisted (Lost/Stolen) items upon request.  At no point was this customer denied the right to have his property returned to him.  That item has been shipped back on October 28 from our warehouse.  ***** tracking information reported receipt of the shipment (from us) on October 29 at 12:00 AM.  ***** is estimating delivery will be completed by the end of Wednesday, November 4. With regard to the ESN status (lost/stolen), the customer demanded the item to be returned rather than have us recheck the device, and we have done as requested.

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.  Gazelle is misrepresenting and rewriting history.  I have it in writing in the text chat and from a phone call they would not return the property, which is what triggered this whole mess.  So Gazelle is outright telling a non truth.  Second, they did check it and they continued to say it was stolen; that is when I had to submit more records (receipts), get ******** and ***** to provide documentation.  The response is a boiler plate response and does not address the issues of this problem.  As of today I am still not in receipt of property and until it is returned and checked for damage this remains an open issue.   Notice how they keep avoiding answering the root cause question here!  Why did this get marked stolen in the first place - it never was.  Only when I pushed back did it get resolved and they are not telling the truth - I was told they would not return the unit as it was stolen - they specifically said it would be turned over to law enforcement as per policy.   What we have here and until they answer the question, is an internal theft ring inside Gazelle that manufactures false stolen records in conjunction with **********.  Until hey investigate and answer the fundamental question, this issue remain open.  My next stop is will be to release the full recorded phone calls and text chat and email to public since they a refusing to work in good faith here and a covering up some internal issue rather than offer an apology and explain why this went off the rails.  More lies, more coverup. AND IS STILL DO NOT HAVE MY PROPERTY BACKRegards, **** *******    

Business Response: Our initial check of the device reported that the device was blacklisted through the carrier.  We use ********* for our initial inspections.  When contacted, our representative referred to a non-affiliated third-party site (**********) as a reference.  We will use third-party sites for reference because they are free, whereas our ********* system is a fee-based checking system and we cannot grant open access to it.  When this customer contacted us, we advised that they can clear it with the carrier or we can ship it back to them.  As of my checking the IMEI today, November 3, it is still reported to be Lost/Stolen through third-party sites, including ******.  In addition, I checked the IMEI with ******* directly, and they also report that the IMEI is blocked and cannot be activated, which confirms both our warehouse's report through ********* and our representative's reference to ******.  We do apologize, but the device is not salable and blocked by the carrier.  The return shipment is estimated to be delivered on November 4, by *****, for which we emailed the customer the relevant tracking information.  (We would ask him to contact us directly if he needs the tracking 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 # ********. Please add your rejection comments below.  funny, it arrived today missing the SIM chip.  * ****** does not agree with you, nor does *****.  So you removed the SIM eh?You owe me 15 dollars for the replacement.  I checked ********* and it shows clear.  You people are the worst, can not even get you lie straight anymore.Send the missing SIM or pay the replacement since you removed it and did not return the unit in the condition sent.     Regards, **** *******    

10/31/2015 Problems with Product/Service
10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last week, I sent them two unlocked ***** 32GB ****** 5s phones which were received on Sunday, October 18th and approved for the quoted amount of $145 each on Monday, October 19th (for a total of $290). After checking on Monday about when I would be paid, I was told they were busy (no mention of a hold on payments) and there would be a 3-5 day delay in my ****** payment. After contacting them again on Tuesday, I was told there was a hold on all payments of 3-5 days. In a follow-up to that message to them, I started inquiring if it was because they were backed up or if they just simply didn't have the money. Well, it's become apparent that it's the latter. I was finally put in touch with the Customer Care SupervisoI, ******* ********, on Wednesday and she told me that there is a 7-day hold on all payments by the finance department. This is in addition to their normal 3-5 day normal turn-around time. Again, I asked about the cause of the delay and they have never denied that the cause is a lack of money to pay sellers. I was supposed to be contacted by the end of business on Wednesday with an update, but wasn't. I think it's something people should be aware of that Gazelle doesn't have the money to pay sellers of devices to them and they aren't telling anyone that there will be a delay until after rigorous questioning by the customer. I can't imagine I'm the only one who is upset by this. They owe me $290 for my two ******s and according to their normal estimates, I should be paid by Saturday at the absolute latest. The best guess I have right now is that I will get paid hopefully by sometime next week. It's not right and it's completely deceptive by their company. I received my box to return my phones exactly as promised, they checked them in and inspected them exactly as promised, but the most important part to me -- getting paid -- has been derailed by what I was originally told to be a 3-5 day delay because of volume to a 3-5 day hold on all payments to a 7 day hold on all payments to now an unknown number of day hold on all payments. They have been pleasant to talk to, but aren't helping me with the problem in any means whatsoever. I was even told they would expedite my payment, but that was totally ignored by the Customer Care Supervisor. I can't count on a single world they say.

Desired Settlement: I am looking to be paid the $290 via ****** that Gazelle quoted and has now approved for two ***** ****** 5s phones (32GB, unlocked) that I sold to the company. The phones were returned and received by the company on Sunday, October 18th, and inspected and approved for payment on Monday, October 19th. They say they will pay within 3-5 days of approving the devices sold to them and I have now been told that a 7 day hold (or longer depending on who you ask) has been placed on all payments to sellers of devices to the company because of what I have to assume is a lack of funds to do so.

Business Response: We are very sorry for the delay to credit the customer's ****** account.  That payment of $290.00 was accepted by his ****** account on October 25 and should be available for his use now.  (Paid) 

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 have received my $290 from Gazelle.  I'm glad to see that happen.  It took 8 days from the day your company received my phones and 7 days from the day my devices were inspected and payment approved.  However, from what I was told, all payments to customers are on a 7 day hold in addition to the nomal 3-5 day waiting time after the devices are approved.  This information needs to be told to all sellers of devices to Gazelle prior to them sending their items in.  If I would have been told it would have been over a week for payment to happen, I would have reconsidered my choices of providers of this service and possibly chosen a different company.  So, I will not accept their resolution until they are telling their customers that are selling devices to the company that their payment will experience a hold prior to the customers sending the devices into Gazelle (both on the company's website and via e-mail communications about the transaction).  It still states on the company's website that once an item is approved, it will only take 3-5 days for payment to happen.  This is not accurate and with a 7 day hold in place, no customer could be paid in this timefreame.  The website and e-mails need to be updated to state that there is presently a 7 day hold on all payments from the time the devices are inspected and approved before payment will be issued or I will not be satisfied with this resolution.  I believe the company should be honest with the customers that are selling their devices to them, especially with another new ***** device being released right now (the new ***** TV).  I want all customers to know that they will not be paid in the timeframe they are being told they will.  The customers should be told the truth as to when payment will happen, not leaving it alone and waiting for customers to complain to explain things (and that was a difficult process and I was told numerous different explanations of why there was a delay from them being busy to finally being told there was a hold issued by the finance department).  I just want Gazelle to be honest with their customers, both BEFORE and AFTER they have sent their devices in to be sold to them. Regards, *** *** *******    

Business Response: We do advise that from the point of delivery by the shipper, it can take up to 2 days to receive and review/inspect the items.  **** reports delivery completed on the 18th.  Our inspection team reviewed and processed both devices on the 19th.   We are also advising customers through our FAQs and email confirmations that there is a 3 - 5 day hold for the payment to be sent.  That payment was issued to the ****** account on the 25th, the processing/hold period elapsed on the 24th.  There was no additional hold imposed on this transaction. 

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 am still not satisfied that Gazelle is being honest with their customers.  First of all, their explanation of my payment timeline shows that they were a day late in making payment.  If this was just due to an anomaly that caused a one day delay, why was I told by the Customer Care Supervisor, ******* ********, that there is a 7 day hold being placed on all payments not 3-5 days as you stated in their reply?  I was told in an e-mail message sent on Wednesday, October 21st, that"Right now all payments are being delayed by 7 days".  At that time, she estimated the payment date to be Tuesday, October 27th.  She contacted Gazelle's finance department in order to see if she could get the payment expedited and then finally came back with a final response on the following day that the payment would be made no later than today, Monday, October 26th.   So, if I would not have been relentless in contacting their customer care department that, my payment would not have been issued until Tuesday, October 27th, as I was told by *******.   If Gazelle's customer care supervisor doesn't know the true status of payments, who would?  Her department handles incoming complaints about delays in payments on a constant basis.  I believe that my payment was expedited because of my complaining and only by ******* contacting the finance department was my payment made with only a delay of one day.  Otherwise, my payment would have been made on Tuesday, October 27th, and that would have made it three days late.   I think the company is still not being honest with their customers if the customer care supervisor advises that there is a 7 day delay on all payments.  That must be what the company expects.  The fact that I got my payment with only a one day delay on top of the 3-5 day delay that the reply states was because I complained and got my payment pushed ahead of others.   Why was I told there was a seven day delay in all payments by the customer care supervisor?  That tells me that it would be normal to expect that and if it is paid sooner, it is simply because someone complains or files a BBB complaint (as I did).  I don't believe I would have had my payment any earlier than Tuesday, October 27th if I had not complained to Gazelle and filed this BBB complaint.  Should every customer have to do this in order to get paid faster than nine days from the date the item(s) are checked-in and approved for payment?  *******'s original estimate puts my payment date having a nine day delay, not a 3-5 day delay as Gazelle suggest is being told to their customers, but is still in conflict wit the seven day delay period that I was told that all payments were going through.  Do you see why I think I am being misled and deceived and Gazelle isn't being upfront?  Why not tell them there will be a seven day delay like ******* did to be honest with her experience in the customer care department and I certainly do not think she just came up with this number of days without being told this by Gazelle's' management.Regards, *** *** *******    

10/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in an old device to Gazelle to sell it to them, as I no longer needed it. They give you a number of payment options some taking longer than others, so i chose the quickest one, an ****** gift card sent by email. Within two days of mailing the device I had received confirmation that they had received the item, inspected it, and even offered me more money for it which was great. This is where the problem starts. I'm then told that they will be delayed in sending me my gift card that was supposedly the fastest way to receive a payment. then as I go online to inquire about this issue the online chat person was extremely rude and unhelpful. She wouldn't really answer any of my questions and instead gave me automated answers that hardly had anything to do with my questions. So now I am being told i have to wait ANOTHER 3 days for the payment that I was supposed to receive within 24 hours. I believe that with something as simple as sending a gift card, there should not be a week and a half delay even given some circumstances this is still excessive. Especially when I was planning on having that in a particular time frame. Extremely dissatisfied with the way everything has been handled and will definitely choose another vender if I ever have a need for this service again.

Desired Settlement: I would hope that this would act to not only speed up the process of getting my own refund but that this will prevent someone else from being in this position. The company should prepare for higher volume with events such as a new ****** release. That is no excuse for a delay for those of us choosing to do business with them. It should also be disclosed at the time of sale. I'm unsure of what they can do to make this right, but it would be nice for someone to try instead of an online chat person just speaking like a robot to me.

Business Response: We are very sorry for the processing delay.  The expected payment of $294.00 (****** credit) was emailed to the customer on October 21 for this transaction.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ****

10/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle promotes its phones as just-about-as-good-as-new, with maybe a scratch on the back. However, as I was carefully putting my phone in a protective case (no, I did not drop it or otherwise abuse it as a careful inspection of the device will reveal), the screen cracked. I brought it to the ***** Store and they inspected it. They were apologetic but they could not do anything because it was obviously repaired poorly with substandard (non-*****) parts. I contacted Gazelle and requested that they replace it with a device as promised. They refused because it was outside of the 30-day warranty period.

Desired Settlement: The business should ensure that the products they sell are actually up to industry standard, not just able to withstand the 30-day warranty and not much more (one would think they could do as good a job as the kiosks in the mall). Either that, or they should have a wider range of choices based on quality of workmanship, possibly with longer warranties based on the quality of the products. I believe they are deceiving customers. For an outcome, I personally would accept an exchange of my present product for one with the quality I originally thought I was purchasing , but their business practices should change to reflect their products and services.

Business Response: We are sorry that an issue with the device however we use ***** certified replacement parts. Unfortunately this order is from May, if it was a few days of even maybe a week or two after the 30 day period we would be happy to offer a return but it has been nearly 5 months since you purchased the device. 

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.  The Business states, "we use ***** certified replacement parts". However, the ***** Store technicians (as good of an independent, 3rd-party as we will find) were clear that the cracked replacement screen was not ***** parts. The attachment indicates as such. They were actually the ones who suggested that we contact the seller for satisfaction.Thank you for your time and consideration. Regards, ******* ****    

10/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/5/15 Gazelle was in receipt of my ****** 6 Plus which they had offered to purchase from me for a total of $435.00 (Gazelle ID *************). On 10/5/15 they acknowledged that they received the phone in the condition that it was represented to be in and stated that I would receive my payment via ****** within 3-5 days. I have sold equipment to them in the past, and they have paid me promptly through the same email address in ******. On contacting them on Thursday 10/8 to inquire about the status of my payment, the customer service representative stated that because "of heavy volume" that they anticipated initiating payment on a delayed basis through ****** between 10/10-10/12. When no such payment had been initiated by the middle of the day on 10/12, I emailed Gazelle and they stated that my payment should be in my ****** account and that they have been trying to send it but there "appears to be a problem with the ******". There is nothing wrong with my ****** account--it is in good standing and it is exactly the same one that they have used to pay me in prior transactions.

Desired Settlement: I am looking for immediate payment to my ****** account via *************** in the sum of $435.00 as this business agreed to do

Business Response: We apologize for the payment delay.  Transfer of $434.50 (full payment) has been completed to the ****** account on October 14 for the transaction: *************

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ******

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I mailed in three ***** ****** 6 and 6 plus phones that were accepted by Gazelle on 10/6. This is all a matter of record. My ****** account was supposed to be credited $1,154 and I have record of multiple reps telling me that payment was going to be sent two days ago s d now today. I have received no payment. Gazelle is clearly in the business of delaying payments to their customers for as long as possible.

Desired Settlement: Payment of $1,154 plus my time and energy of collecting the monies. As of today $250.00. A total of $1,404 as of 10/13/2015.

Business Response: We do apologize for the payment delay.  Transfer of $1154.00 was completed to the customer's ****** account on October 14.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *****

10/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my phone to Gazelle for a sale. They contacted me to tell me that the ESN number was listed as stolen. However, I received the phone brand new directly from Apple and it has always been in my possession. Then they informed me that I might have an outstanding debt to a cell carrier or that an insurance claim may have been filed against it. However, I have no outstanding debt to any cell carrier, an in fact have an exceptional credit rating, and no insurance claim has ever been filed on this phone, which is less than a year old. They will not honor their price to me due to faulty processes of their own. They are at fault in this matter.

Desired Settlement: Agreed upon payment for my phone, which is a perfectly legitimate phone.

Business Response: We did make an error with this transaction.  The customer's phone has been rechecked and it is clear (not Lost/Stolen) and it is Unlocked.  The payment of $125.00 has been approved and will be sent to his ******.We apologize for the error.

10/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle an **** *** *, in excellent condition, because they offered $201.00 for the device. Upon receiving it, they wrote and offered me an adjusted $85 because the device was "not keeping a charge and would not turn on". That was a shock so I rejected the offer. They returned the device in a condition they had not mentioned in their offer adjustment email: the **** is severely damaged on the back such that the entire frame is concave and the glass cracked. The device does not turn on. I wrote Gazelle immediately after seeing my damaged **** *** *, and this is their response: Hello ****, Thank you for reaching out. According to the information available, this item was received and inspected in Poor condition. It is our policy to investigate with the postal service if any shipment arrives at our facility with evidence of damage in transit, and we would also have notified you if this were the case. As it stands we are unable to offer any compensation for the device. Respectfully, ***** Gazelle Customer Care So Gazelle basically told me I lied about the condition of the **** *** * I sent to them; even though they offered me an adjusted payment of $85 for this **** *** *,, indicating their investigation must have revealed either the damage occurred in transit or in the Gazelle shop. Yet, they also blamed me for sending them my **** *** * in the condition they returned it to me! They called me a liar, rather than stating their obvious concern about their shipping partner or their own product handling procedure. These are three major reasons not to trust Gazelle. There have to be better organizations to sell your device to other than Gazelle.

Desired Settlement: Replace my damaged **** *** *.

Business Response: We have asked the customer to ship the **** back to us in exchange for full payment of the original offered $220.00.  We have issued a prepaid ***** label for that return, and will process payment after we have possession of the device.

10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent a less than a year old ****** 6 to Gazelle in "like new condition" for a $335 payout. I was then e-mailed by Gazelle that the phone had scratches on it with a counter offer of $300. I declined the offer as the phone had no scratches when I sent it in. This phone was kept in both an ****** leather protective case from ****** with a **** protective shield (the new Defender case wasn't out yet when I originally bought the phone) and then an ******** Defender case since day one and it had no scratches on it when I submitted it to Gazelle. I even put the plastic static cling covering from my new ****** 6s on the ****** 6 when I sent it in to protect it and the phone was not returned with the shield; affixed. Additionally, with the lips on the cases and the protective shields I used, it would practically be impossible for a scratch to occur on the glass of the lower end of the home button of the phone! Plus, there would have had to be a tear in the protective shields I used and there is not. I am still using the Defender case for my ****** 6s. I trade my old ****** in every year for a new one and usually sell them on **** in "like new" condition. Of the 4 or 5 I've sold on ****, I have never had a problem with someone saying it wasn't in the condition I promised and I have a 100% positive rating over 200 transactions on **** and I kept all these phones blemish free in the same manner as the one I sent into Gazelle. I only sent the phone into Gazelle to try out their process because after I pay for shipping and the **** fee, I'm only ahead $10-$20 and Gazelle seemed like it would be easier.

Desired Settlement: I'd like to send the phone back into Otter with free shipping and get the $335 promised for phones without scratches since that's the way I sent it in. Now that it's been near a month after the release of the new ******s, the **** selling price has dropped and I will lose the money I would have been paid on **** due to Gazelle's mishandling of the phone, not mine!

Business Response: The device was received by our warehouse with the defect/scratch that the customer noted.  However, as a gesture of good faith we have sent the customer a shipping label to return the phone to us.  If they return the device we will issue payment of the $335.00 once it has been received.

Consumer Response: Better Business Bureau:I will have to agree to disagree with Gazelle about the condition of the phone when I sent it to them.  I still maintain that the phone was kept in a case from day one (and the physical attributes of the cases I used made such a scratch impossible as the covering over this area is hard plastic) and shipped it to them in flawless condition. Upon receiving it back it had a small set of scratches [<2mm x 1mm] which looked like an abrasion under the Home Key.  However, since Gazelle has agreed to pay the flawless phone condition payout, I will try one more time in the future to work with them. 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.  Regards, ******* *****

10/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle offered to purchase a used ***** ****** 6 Plus 64gb for use with ******* ********. They offered $461 for the phone if it was in good condition. After sending in the phone to Gazelle, they countered with an offer of $380. The reason they provided for the change in the price offered for the phone is: "Your offer has been changed. When we checked out your ****** 6 Plus 64GB (Unlocked) it did not match your evaluation. Your offer has been adjusted from $461 to $380. We adjusted your offer for the following reason: 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." I am in disbelief that a company that I have done business with is conducting a bait and switch. This offer was extended and accepted prior to the release of the new ****** model by *****. Now, that the prices for these phones have come down due to the new model released by *****. They used any excuse to lower the price originally offered and accepted. This speaks of deceptive advertising, bait and switch style tactics. The phone I sent them is the exact model I chose when I agreed to sell the phone to Gazelle. Not only that, the phone was in mint condition with brand new accessories and original box. To say I am disappointed is an understatement.

Desired Settlement: I truly believe that a business should honor its commitment. it shouldn't matter if that commitment is made in-person or online. They offered $461 for a phone in good condition and now they are backing from their offer and using an excuse to do so because prices have come down.

Business Response: The inspectors did make an error on this phone, and we do apologize.  The offer of $461.00 has been approved for the transaction and will be sent to the customer.  We also advised the customer of this by email, that full payment is processing.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ******

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 21, I initiated a trade in with gazelle for my ****** * **** unlocked for a total of $132.25. When they inspected it, they said it was not the correct model and I immediately contacted them because I had never been with the company they were claiming the phone was affiliated with. After contacting them (neither accepting or declining the new offer), they sent it for re-inspection. Upon re-inspection, they sent me an email saying it was just as I had described on September 28. There was no statement that my value had been changed or an option to accept or deny a new price because there was no statement saying it had been changed. On October 3, I received an email saying payment of $120.75 had been sent. After contacting customer service, they said the offer had been adjusted after inspection. I was never made aware of this. And never given the opportunity to decline or accept this new offer since I did not know about it. They refused to give me the offer that was agreed to and said they cannot send the phone back because they already sold it. I asked to speak to a supervisor and nobody will respond to me now. I did not agree to the $120.75. I only agreed to the original amount of $132.25. This is very immoral practice and I am appalled at their service.

Desired Settlement: I want the original amount of the offer to be given to me as we agreed upon since my phone is now in someone else's hand and I cannot get it back. Although this is a small amount of money we are talking about, it is more a matter of ethical and moral practice. I have used this company twice before and never had an issue. And to know I'm not the only person with the EXACT same scenario does not look good for this company.

Consumer Response:  Hi,I just wanted to update the status of my case. Gazelle finally reached back out to me and apologized for all their errors and corrected their mistakes. I am no longer in need of help from the BBB. Thank you!****** ******

10/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent my ****** 6 64GB to Gazelle. I put in my request early so that i would get the best offer for the device. It was $401. I said it was a ******* ****** which is was. There was also a choice for unlocked BUT All ******* ******'s including the 6 ARE already UNLOCKED. So I don't know why there were two options here. But I selected *******. This is the message I just got from Gazelle. They made it $70 lower because it was "UNLOCKED" And different from a ******* ****** which is what i selected which IS what it is and I can prove it no problem. Gazelle wanted to cheat me out of $70 by saying it was a different device when ALL ******* ******s are unlocked already!!!!! I just thought that this is ridiculous and they are just trying to scam people now that happened to lock in a higher offer. I would like them to tell me what the difference is? Because actually a unlocked phone is even MORE valuable but since the offer was done so long ago the new offer on any ****** 6 is significantly lower. This is sick that they are doing this to me or other people for that matter. Here is the *******.com policy on their phones and locking/unlocked: "We do not lock most phones or tablets that are activated with our postpay service, either during or after the term of your service contract or Edge installment sales agreement. We do not lock our 4G LTE devices, and no code is needed to program them for use with another carrier." http://www.*******wireless.com/aboutus/commitment/safety-security/device-unlocking-policy.html Gazelle knows this but wants to try and scam me to get their lower offer in. I am appalled at this. Here is the email I got from them: Hi *****, When we checked out your ***** ****** 6 64GB (*******), we found some conditions that affected the value of your item. Here's what we found: Model Change: 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 an ***** ****** 6 64GB (*******), but it is actually an ***** ****** 6 64GB (Unlocked). Because of this, we are adjusting your offer to $330.00 for your ***** ****** 6 64GB (Unlocked)

Desired Settlement: I would like to have my original offer reinstated at $401.00 as a ******* ****** 6 64GB IS already UNLOCKED and there is no difference between the two.

Business Response: The offer for the ******* phone was placed during a promotion, where Gazelle was matching carrier offers directly.  The phone that we had received was both a ******* device and it is Unlocked.  This should not have caused the customer's offer to be lowered and we have since corrected and we are processing the payment of $401.00 for the phone.We apologize for the error. 

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ***************

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent the following message to your customer service department: We have quite the issue here. I bought several items from Gazelle on ****, and after experiencing receiving item after item as not as described or broken, I returned a few (all authorized and within the proper window). Although for many it took several attempts to get someone's attention at your company to even start a return process. There are 6! returned items that have been in your possession for over a week or way longer and I haven't heard anything beyond the 'we received your return' email. I've had no emails from you regarding any sort of refund and no refund in either my ****** or to my credit card. The total amount is up over $600 that I am owed. ************** ***** **** Touch 5th Generation 32GB Red (Order Date: 8/7/2015) Identifying number: ************ Return Tracking: *************** ************** ***** **** Touch 5th Generation 32GB Black (Order Date: 8/7/2015) Identifying number: ************ Return Tracking #: *************** ************** ***** **** Touch 5th Generation 32GB Yellow (Order Date: 8/15/2015) Identifying number: ************ Return Tracking #: *************** ************** ***** **** Touch 5th Generation 32GB Black (Order Date: 8/21/2015) Identifying number: ************ Return Tracking #: *************** ************** ***** **** Touch 5th Generation 32GB Blue (Order Date: 8/21/2015) Identifying number: ************ Return Tracking #: *************** ************** ***** **** Touch 5th Generation 32GB Black (Order Date: 8/26/2015) Identifying number: *********** Return Tracking #: *************** This information is straight off the shipping labels you sent me. If you check the tracking you can see that all of the items have been returned. If for some reason a refund was indeed initiated for any of these items, please send along the date, transaction ID, etc. You state that most refunds happen within 1-3 days of receiving the item, what's the excuse here? I just wasted over an hour pulling all this information together. There might be even more items that I haven't been refunded for yet, but I haven't the patience to keep digging tonight. I expect your prompt reply and resolution. The response I got was less than helpful: "Thank you for contacting Gazelle. I'm sorry to hear that you haven't received your refunds yet. I do see that we have attempted to issue a refund for **************, **************, **************, **************, and **************. Unfortunately, all of these failed to go through due to cases you have open with ****. In order for us to reissue these refunds, you will need to close these cases. Once you have done this, please let me know so I can have these refunds reissued. Best, ******* Gazelle Customer Care" To which I responded: Thanks for your response, however it makes little sense. First off when these refunds failed in the first place why didn't anyone bother contacting me? Secondly, I am obviously having an issue and you are asking me to give up the only protection I have against issues in the form of these cases. I know **** well how **** and ****** work and you can certainly perform a refund without having to close a case first. This is sketchy **. It's pretty obvious I don't trust your company to actually refund me once I close the cases as I would have to close them and pretty much state I've gotten a refund when I haven't. I believe in the past you have at least opened your own cancelation request/case stating that a refund has been issued, so why don't you do that and leave the paper trail with ****, rather than completely trying to bypass the **** system. You may have your own store, but while on **** you are an **** seller and have to play by their rules. Also you mentioned, 5 of the 6 items, what about the 6th one? **************? Also, there isn't even an option with **** to close the cases, because the items have been sent back, there's no button anywhere. So I'm not really sure what you expect me to do on my end. But as the seller, you are really the ones who should have been dealing with this in the beginning, not me wasting my time chasing the information." Gazelle has been the most unprofessional, inconsistent, and sloppy 'business' I've ever dealt with. From shipping the wrong colors or items over and over again, to lack of response when messaged, to now straight up stealing from their customers. You should just be embarrassed, because this company is a flat out joke.

Desired Settlement: I am owed several hundred dollars, some almost a month old... I just want my **** money back.

Business Response: Hello,All cases are handled through **** and ******, if a payment fails due to a case being open then **** or ****** are still in process of reviewing the case. You can either close the case to accept the refund or you want for the cases to be reviewed and settled. Per ****s terms all communication should be done through them regarding cases.

9/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an ****** 5 from this merchant. The deducted $263.99 from my credit card. Then I received an email stating a problem with my address. I contacted my credit card company and verified the information. I called gazelle and spoke with ****** and **** the supervisor, and I have not received my money. I have called three business days in a row. I don't not have the phone or the money.

Desired Settlement: Full refund of $263.99 plus administrative fee for $50 for the constant calls asking for my money back.

Business Response: No funds were taking, there was a pre authorization hold place on the funds but when the order was cancelled the authorization was voided. We have spoke with our merchant and have confirmed that the void was successful. Please speak with your credit card company as they are the ones not releasing the funds.

Consumer Response: Better Business Bureau:Please see attached screenshot from ******** ******* stating funds are still on hold and verified. 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.    Regards, ******* *****    

Business Response: Hello *******,Please see screen shot below showing the authorization was voided and no funds were captured.

Consumer Response: Better Business Bureau: I have been in constant contact with my credit card company and Gazelle is still holding the funds and will not release them. Return of my good faith payment for goods not received is fraudulent. Return of my money going forward Wil conclude this ****er. It may not be much to you , but it is to me.  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.    Regards, ******* *****    

9/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a refurbished ****** 5s from Gazelle. Once I started using the phone I realized the phone camera did not work properly. When I tried to flip to the front camera, it would freeze. And when taking video, the sound is distorted upon playback. Also one of the two bottom speakers does not play any sound. I tried to call customer service and have a new phone sent to me. I am told they can not do that until I sent my current phone back. This would put me without a phone for a couple days.

Desired Settlement: I would like a new phone sent to me now, and I will return the defected one when the new one returns. I trusted this company to send me a working phone and I am incredibly disappointed that I have received a product that does not work as expected. I am even more upset that the customer service representative's only solution seems to be leaving a paying customer without a phone. I would prefer an upgrade to a better ****** for my troubles.

Business Response: We are so sorry that the device is malfunctioning but unfortunately we can not issue a replacement until the device is received back.

Consumer Response: I would like someone from to customer service to return one of my many calls. ************. Multiple unreturned phone calls is unacceptable.Regards, ****** ********    

Business Response: Hello ******, we will be reaching out to you via the phone number you provided shortly.

9/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I SENT MY PHONE TO THIS COMPANY IN RETURN FOR A CHECK OF $165.00 I GET NOTHING AND ITS OVER 3 WEEKS.THE COMPANY STILL HAS MY PHONE.

Desired Settlement: I WANT MY CHECK I WAS TOLD I WAS GOING TO GET OR MY BRAND NEW PHONE BACK WITH A SMALL CHECK SAYING SORRY MS ***** HERE IS $50.00

Business Response: The device that we had received did not match our offer.  However, the customer was not properly notified and we apologize.  Payment of the original offer is being processed.  We are emailing the customer a confirmation from our customer care team, as well. 

9/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in two phones to Gazelle an ****** 5 and an ****** 4S. They made me an offer prior to receving the phones that was $105 for the 5 and $40 for the 4S. Once they received my phones the 5 went through without a hitch but the 4S was a problem, I had not turned off the "Find my phone" and they lowered the offer to $35 I turned it off then received another email that claimed the phone had damages and scratches and they could no longer purchase the phone but I could donate the phone to them. I asked them to return the phone to me, which they did - however, they took out the SIM card and now the phone is completely useless! I was told that the packing slip told me to only send the device - - I did! Then they claim the SIM card is not "the device". No where on the packing slip does it state to remove a SIM card I didn't even know existed. I did a chat session online with the company to try and get my SIM card back and they stated they destroyed it for my protection, so I asked them to send me a new SIM card since they did not send the phone back to me in the condition I sent it to them and they refused.

Desired Settlement: All I want is the SIM card replaced that they did not return to me. If they don't have the original SIM card, I am requesting a new SIM card be sent to me.

Business Response: The "Shipping Label & Checklist" that was emailed to the customer with their initial order confirmation (when the order was placed), specifically instructs to "Remove Your SIM Card" from the phone.The SIM cards are memory cards that store personal and account information, so they are destroyed and recycled by our team to protect the data.  We do apologize for any inconvenience this causes the customer, but we are not able to supply replacements for SIM cards.

8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have sent Gazelle a phone to sell. I am familiar with how selling a phone works. I received an email where they inform me that the ESN is not clear on the device. I had cleared the phone before sending in the device as stated before I am very familiar with this process. I contacted ****** anyways when I received the email and once again they verified the device was clear ready to active. I selected the option they gave in the email informing them the device was clear. This has been about 3-4 weeks now if not longer. I still have not heard from them at all I have no money and no phone. The longer they hold on to my device the more it drops in value in the market. They are doing this with a purpose. I will not accept anything less than what the quote was of $85. I have done everything on my end to make sure this device was clear through ****** before sending it to them. I dont know how they are checking or if they are just stating the ESN is not clear. However I spoke with them directly and the ****** rep told me this device is clear and ready to active it as I explained the situation to them as well. I would like my money that they quoted sent to me asap and for them to stop playing games stating the ESN is not clear when it is. Thank you

Desired Settlement: I would like the payment they promised online.

Business Response: This device was placed on hold and had to be manually checked with the carrier.  We do apologize for the delay to complete this.  We have issued the customer an offer for the phone that was shipped to us.  The original offer was made for a "*** *** *** ********" but we had received a " *** One *****" instead.  We have issued the customer an offer of $45.00, based on the model we had received and have emailed the customer to advise.

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 am happy that the company has now admitted the device is clear. Again this has taken a long time and $10 extra is not sufficient I will be happy to consider this matter resolved if the company agrees to pay me at least $65. This will satisfy my complaint.] Regards,******** ******** *******  

Business Response: We are not able to increase the offer beyond what has been extended.  Processing of this device was delayed, and we have added an additional $10.00 to the value we are offering for it.  However, the customer sent an incorrect model phone.  We received an "*** ***" (Model # *****) instead of the "*** *** ***" (Model # ********).  We offer $35.00 for this phone, for which we increased it to $45.00 in this case, due to the processing delay with the phone.  We also emailed the customer and apology for the delay, and an explanation of the model change.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******** *******

8/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They offered me $ 425 for ****** * but then they changed the offer to $ 340 saying that the * ***** * is not unlocked They deduced $ 85 while the standard fee to unlock is $ 30 . They paid $ 340 to my pay account which I didn't accept and send it back. They cheated me of $ 55. I called them with an hour and told them that their offer is not accepted. I changed my mind. But they sent the $ 340 I have given their money back I want my phone back

Desired Settlement: I want my phone back. I have not accepted their payment

Business Response: This phone was evaluated for a lower offer because the device was locked to the carrier and was not in Perfect condition.  However, we did receive the refund from the customer and have spoken with him on the telephone to work out a resolution.  We are processing payment of $425.00 for him as a customer care gesture, which is the full original offer.  We will also assist him with unlocking the second phone that he shipped, once we receive it.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *******

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted two Apple ******* ** to gazelle based on their 60 dollars quote online. I mailed them the phones. They emailed saying I had submitted a ******* ****** *. I have never owned that phone. I have documentation showing I have always had an apple cell phone. I can show where my mom and I had gold ****** **. This company has switched a 60 dollar phone for a 4 dollar phone. I contacted the company for solution and have not heard back. They did pay me for one of the ********. Not the other.

Desired Settlement: I either want my gold ****** ** back or the agreed upon 60 dollars.

Business Response: We had received a response on July 30 from the customer, but the reply address (email) was incorrect so she did not receive our reply from the same day (July 30).  That reply on July 30 was to ask for transaction information so that we could assist with the offer.The offer was since declined on the same date and shipped back to her (on July 30).  **** tracking for the return shipment reports delivery was completed on August 1 (Saturday).  I have emailed the customer an apology and a shipping label for ***** to please ship the device back to Gazelle and we will issue payment of the original quoted $60.00 to ******, once the phone is received back to our warehouse.

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent Gazelle my old ******* ** phone. This is a phone I bought at ******. I just bought a new one so I thought selling this may be a good idea.. WRONG!!! I received an email from Gazelle stating that my phone was reported lost/stolen and to contact the carrier to correct this. I called ******* and was told that the phone was clear (as I know it is). Then I contacted Gazelle and told them. I also told them to call ******* and they could verify this. I received an email disregarding this and now asking for proof of purchase. This is completely unbelievable! I am glad I kept those papers and I just send them a copy. I just asked them to return my phone, I do not want to do business with this type pf company. It seems unethical and I just feel that they are looking for ways to keep the phone and not pay for it. Will never deal with this co again. Hopefully I will get my phone back...

Desired Settlement: Apologize for trying to steal my phone and return my phone immediately!

Business Response: We did receive the ****** **, which is currently being flagged as Lost/Stolen by *******.  We advised the customer of the Lost/Stolen status on July 24 and requested that they please clear the Lost/Stolen status or provide us with a document to verify ownership of the device.  We provided a copy of the report showing the device was Lost/Stolen on July 26.  As of July 27, we did receive the requested documentation verifying ownership of this device, and the ****** ** is being processed for return shipment to the customer.  The customer was also advised by email that the proof of ownership has been accepted and this will be returned. We do apologize for any inconvenience, devices flagged Lost/Stolen are taken very seriously in order to protect consumers.

8/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Had brought an ****** ** From Gazelle . The ****** ** they sent me was defective. The ****** freeze, cut off n on, I tried connecting the ****** to itunes it show an Error Messages stating that it can't connect. Gazelle fail to Inspect this phone properly before selling this devices i contact Gazelle they telling me it's nothing can do it out of their hands b/c of a warranty that wasn't mention to me before purchasing this devices && they don't do exchanges. I contact them several times even before the so called warranty was up

Desired Settlement: The business should Exchange this phone for another ******* ***

Business Response: We accept returns within 30 days of the phone being received by the customer and this is clearly stated on our website, and within confirmation emails. The customer did not contact us regarding an issue with the device until well past the 30 day window. Unfortunately we can not offer a return for something past 30 days due to the fragile nature of used electronics.

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 contact The Business before my 30 Days was up they still didn't help me Regards, ******* *******    

Business Response: Order was placed on 6/4 and the delivered on 6/8. The customer did not contact us until 7/18.

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 had called before 7/18. An agent from Gazelle department told me "yall don't do exchanges" in then the phone had got disconnected i tried calling back in the phone line was close Regards, ******* *******  

8/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an ***** **** ****** 5s from Gazelle, they cancelled my order on the day I was to receive it and told me that their "fraud dept" had a problem with my information. I have not received the ****** and I have since gone back and forth with Gazelle and my bank trying to understand why Gazelle would cancel my order. My bank told me that there was no issue and that it was Gazelle who would not release my money back to the bank. Gazelle has been changing their story with me both with the emails and phone calls I have made to them and they still have not released my money. I have no ****** and they are holding my money hostage in the "pending" never-never land of limbo whereby I cannot access it to buy another phone from a more trustworthy site.

Desired Settlement: I want my full amount of $343.99 to be released from Gazelle back into my bank account and out of the "pending" status it is locked in.

Business Response: This order was cancelled due to discrepancies with the billing/shipping information provided. No funds were ever captured and the "hold" on the funds was simply an authorization that is placed anytime the credit card is attempted to be used. Authorizations typically last 1-3 days depending on the bank/card issuer and this hold has since been released. We are sorry for the inconvenience.

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.  That is a lie.  I spoke to my bank and have done business with other online sellers whereby if something wasn't what I ordered or was misrepresented which is what happened with another order I had placed a few days earlier (ie: I had ordered an unlocked ****** and it arrived as a locked ****** and therefore I returned it), and the seller released my money that night before I even mailed back the ****** to him and my money was back in my bank account that same evening.  My bank and I have been in constant contact and the bank stated that unless the person who initially tried to take the funds "released" it, the bank was unable to do anything...as it remained in "pending" status...but they did put a flag on it regarding Gazelle. The "1-3 days" Gazelle stated it would take was also a lie as it was longer than 7 days.  My back had nothing to do with it because the money was released for Gazelle to take and process - there was enough in my account to purchase this ******.  There were no red flags...that is, until Gazelle canceled for no reason whatsoever. My money was in "pending" status over a week and I personally don't believe them AT ALL.  They have done this "Fraud Dept" tactic in canceling orders...without provocation... to other buyers.  I am not the first...as I have since discovered in my research of this company.  They are deceitful, and in my opinion, should not be allowed to conduct business with consumers. Regards, ******** *********    

6/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sold my phone to Gazelle May 10, 2015. I received an email from Gazelle on May 14, 2015 indicating they would mail me a check for 2 IPhones for a total amount of $400. The check was suppose to be mailed to my home address. The check was never received and to date, I have not received the check. I have called Gazelle several times and keep getting excuses that my check is in the mail. I contacted Gazelle on June 1, 2015 . I informed them to deliver the payment to my ****** account. I was told that they money would be in my account by Friday, June 5. The $400 still has not been deposited into my account nor a check mailed. I would like the $400 immediately.

Desired Settlement: I would like the $400 deposited into my ****** account immediately.

Business Response: The payment of $400.00 has been issued to the customer's ****** account this morning (June 8, Monday).  Due to a processing error, this was not completed on Friday.  We have asked the customer to please check their ****** and let us know if there are any further problems/concerns. 

6/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I arranged to sell my I phone 4s. They offered me $45.00 with a ****** gift card. I received the free shipping materials and I sent my i phone 5s to them as instructed. I received an email after they got my phone that it was not worth $45 due to a different model number. They offered $5.00. I told them to just send my phone back to me. After some days they sent me the wrong item back. I called them. I told them I wanted my i phone 4s back not someone elses phone. I printed a return label from my computer and sent back the phone that was not mine. It was brand ***. I have not heard from them. It has been weeks. I do not have my phone or money either. I believe that the phone was sent to their location in ********.

Desired Settlement: Either I want my ****** ** back or the $45 promised. I will not settle for less than than, so if they cannot pay m e the $45, I want my phone back.

Business Response: Gazelle was contacted by the customer on June 10 in regard to the errant return.  A ***** shipping label was issued for the customer on June 10 to send the phone back, and in return we will process the full ****** credit of $47.25 that was initially offered.***** reports receiving the shipment on June 16, and delivery is being estimated for June 18.******************************************************************************As promised, we will process payment once this has been received back at our warehouse, along with our apologies for the error. 

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. They sent the wrong phone to me and I sent it back to them already. Regards, ******* *********    

Business Response: The ***** shipment was delivered today (after our initial reply, this morning) and we are processing payment.  Customer was quoted $47.25 ****** credit for her phone.  That payment will be sent to her email within 48 hours.  The customer was also sent notice from our team that her return was received this afternoon and payment is being issued.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *********

6/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an apple Iphone 6 as Certified Like new Condition. The description on the website says "You'd never know it was pre-owned. Looks like it came right out of the original box." I received the phone and there is a scratch on the screen. I called to return Item and they want to charge me a $15.00 restocking fee. I think this is unfair as the item was not as described.

Desired Settlement: I would like to full refund, including the shipping cost, and no restocking fee. They have agreed to refund the phone , minus the restocking fee and shipping costs.

Business Response: Hello *****,

Our website does indicate that a $15 fee may be applied to your refund. This fee is not in addition to the shipping cost though, the $6.37 you paid for shipping was refunded and the return shipping was free.

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.  The item was not as described on the website, and was returned for that reason.The Iphone was listed as "Like New."  It arrived with a scratch on the screen and I sent it back. Like new should not have scratches per the website describing that condition.If an Item is not as described, and returned, it should not be subject to a restocking fee.  I could understand if the item was as described and I changed my mind.  This is not the product I was promised, and therefore I should not be liable for a restocking fee. Regards, ***** *********  

6/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried three times to order a phone and I have been charged for each order which would be fine except each time the order has been cancelled for undisclosed reasons!! I do not even care that the orders were cancelled anymore I just want my money back for things that I never received!!! I do not understand why I am being charged for things that you have cancelled and are not sending to me and would like my money back in FULL for ALL the orders!!!I have tried contacting customer service twice before and the issue STILL has not been resolved each time they claimed that the charges would be fixed in 24-48 hours, well, it has been over two weeks and I still have not been given my money back this is unacceptable!

Desired Settlement: I expect to get the money they charged me for all 3 cancelled orders back in full by the end of the month!!

Business Response: No money was actually taken for these transaction it was just a hold put on by your card holder for the attempted purchase. All authorizations have been voided.

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. Regards, **** ** ****    

Business Response: You have been refunded in full via PayPal for all the failed transactions.

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 #********.  I am still very disappointed that it took over a month and a half and complaints through three different sources including the business itself to get this issue resolved!  I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ** ****

6/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gazelle.com provided an offer to purchase a used ***** ****** **. The appropriate non-damaged ****** ** was sent via packaging and insured shipping provided by Gazelle. Upon arrival at the Gazelle facility the product was reported damaged (cracked screen or case) and the offer was lowered to 10% of the original offer. I rejected the new offer and, as the phone was not damaged when shipped and therefore was either damaged during shipping or while at the Gazelle facility, and as it is Gazelle's policy to provide insured shipping, I immediately emailed requesting any and all appropriate information to make an insurance claim. I was told in an email that personal at Gazelle (not the shipping company) had determined the damaged was not caused in shipping and therefore Gazelle would not be submitting a claim or provide me with any information so that I make a claim. Gazelle stated they would be sending me my damaged phone back and I had no recourse to recover any loses. Gazelle's unwillingness to follow their policy of providing adequate packing and insured shipping has cost me one ***** ****** **.

Desired Settlement: Either submit a proper claim on my behalf to retrieve the cost of the now damaged ****** ** or, if Gazelle will not or can not make such a claim, for Gazelle to stand by the original offer of $50 for the used iphone despite the damage that occurred in shipping or while in Gazelle's possession.

Business Response: Any packages that are received from the **** or ***** with apparent shipping related damage are handled by a specialized exception team.  The package we had received for the customer's shipment was not reported damaged by the **** nor reported to be damaged by our receiving team.  The customer would not be able to pursue a claim for insurance with the **** for a label that was issued by Gazelle, as he was advised via email correspondence.  Any damaged shipments are compensated by Gazelle after it is determined to be shipping damage.We had received the device in question on May 25, and it was determined to be "broken" or "poor" condition by the inspectors.  We provide an email confirmation with the option to accept a lower payment amount, have it shipped back, or to ask us questions about the adjustment.  The customer elected to have the device returned to him prior to reaching out to us.  The **** is reporting the return delivery was just completed to him today (May 28).We would ask the customer to please ship the device back to Gazelle with the attached ***** shipping label.  In good faith, we will gladly process payment of his original offer of $52.50 ****** Credit after receiving the same phone back to our facility.  We would also ask the customer to please contact us with any questions, prior to "accepting" or "declining" an offer in the future.

6/2/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a refurbished **** from Gazelle and received a confirmation of my order by email. The next day I received a "Notice of Cancellation" of my order. The reason given was that their fraud team detected something suspicious in the order, possibly a discrepancy in credit card or delivery address. I contacted customer support and was told the order was cancelled because my billing and shipping addresses were inconsistent. (I asked that it be shipped to my work address, but my billing address is my home address) "So sorry for inconvenience" says the customer rep. That was it. Nothing else. Order cancelled and no way to rectify the problem. Charge is still pending on my credit card 4 days later and has not been removed.

Desired Settlement: When I ordered the **** from Gazelle, I also ordered an **** cover through ******. Now I have to return that, and I would like my shipping cost to return the cover reimbursed by Gazelle. The return shipping for the cover is $8.50. Also, I want Gazelle to remove the charge from my credit card immediately.

Business Response: The authorization on your card was voided, unfortunately we can not issue a refund for a purchase you made on another store.

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 am not asking for a refund on a product I purchased from another store. I am asking you to reimburse my return shipping cost to return an item I purchased from another store BECAUSE, and ONLY because, you arbitrarily cancelled my order for the ****, and now I have no use for the cover I ordered from ******. I think you are responsible for the fact that I need to return the cover, and I want to be reimbursed for that return postage.  Regards, **** ***** ******** 

5/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order (#******) for an **** from the company website. The order was cancelled because my billing address probably did not EXACTLY match my credit card information. I wrote my address correctly as evidenced by the company's own electronic copy of the order. Apparently my credit card bank lists my address with the abbreviation TRL rather than Trail. I believe this is the reason the order was unnecessarily cancelled. I have not had this problem with hundreds of other online orders from various retailers and companies. I contacted the company to explain the minor discrepancy but they still refused to honor the original order.

Desired Settlement: I would like the company to honor the original order or to place on their website a warning to consumers about the company's problem with placed orders because of the aforementioned circumstances.

Business Response: We are sorry that your order could not be processed but unfortunately due to the address discrepancies the order management team cancelled the requests. If you would like to replace the order we can certainly process it.

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. Regards, ***** ****** The business has still failed to address the basic problem with placement of orders, even after being told about the minor discrepancy on the address. What do they do when a customer writes Avenue or Boulevard but the credit card company has Ave. or Blvd. on its records. There is no effort shown by this business to correct their system, thereby subjecting other customers to the inconvenience I experienced. Their failure to show any concern about this issue constitutes poor customer service and consumers need to know about it.   

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a phone from this company last week. I was quoted and paid for ***** shipping after I already entered in my shipping addresses. The phone was shipped via the Post Office. The Post Office was not even an option to choose during checkout. I contacted Customer Service about this and they only apologized and said there's nothing they're willing to do.

Desired Settlement: I would like to request a refund of half my shipping cost to make up for the false service I was quoted.

Business Response: We are so sorry for this issue but unfortunately due to your address ***** would not accept this shipment. We will however refund you in full for the shipping charges you incurred and the item should arrive in a few days via ****.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

4/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had two cell phones that were in perfect condition. I received a quote and sent the phones to gazelle. I received a response Saying they had scratches. I requested that they look again since I knew that was false. After much debate and emailing and calling they said that the phones were not perfect. Again more emailing and two days later, they come Back and say one is perfect and one has a huge Scratch on the back. I knew that my phone was not sent to them With a huge scratch but just wanted the whole Process over. We were paid for one perfect and one not perfect phone. What bothers me the most is that I know they were trying to take advantage but I had not taken photos before I sent the phones in. So I felt I had not choice at that point. My Phone had never been taken out of a case until I sent it in and I'm so saddened because i feel like it was not really a photo of my phone or someone there scratches it.

Desired Settlement: I would like the 30.00 I am owed and an apology for all of the trouble

Business Response: The customer's ******* were received by Gazelle on March 30.  Our initial inspection of the devices reported that they were in "Fair" condition, and did not meet the criteria for "Perfect" due to cosmetic defects.

The customer did request multiple re-evaluations of each of the phones which were completed upon request.  Ultimately, the inspection manager determined that we would accept one of the two for "Perfect" condition as a customer care gesture, but the second device (listed under *************) did have a significant scratch across the back of the device and scratches on the screen that would preclude us from selling the device as a Good or Perfect condition phone to another customer.  Two photos are attached that show the scratch across the back of the phone, as well as scratching/scuffing on the front screen.  For verification/identification purposes, the IMEI of the phone in question is ***************.
.

In this case, we will not be able to issue an additional payment for the device because the device was appraised correctly as "Fair" and the customer accepted the offer.


4/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in a flawless ******* phone with no scratches whatsoever to Gazelle after they promised a $120 value. They received my phone on March 25th, and after inspection claims that there are scratches and dents and therefore adjusted the figure to $90. I knew this wasn't possible as I had put a screen protector, and a **** cover from day 1 of my purchase of this ******* phone. I spoke to their customer service 3 times, as I genuinely thought they had inspected the wrong phone. They insisted on their evaluation and I declined their offer and asked that they return the phone to me. When I got the ******* phone back today 3/31, I noticed a noticeable dent on the right side of the phone and several dents around the phone which was not there before I sent it in. I also noticed two scratches on the screen. This is clearly unethical business practice - to quote a higher price to get a flawless phone in, and then try to low ball the original offer. I am very disappointed.

Desired Settlement: I would like for Gazelle to honor their original offer of $120 and an apology. It was a flawless phone when I sent it in, and it came back with dents and scratches when I declined their offer.

Business Response: I am very sorry for any disappointment with your order.

We did review this device a second time, when requested, and determined that the original inspection was correct.  The device had scuffs and scratches, as you have noted in your email.

The scuffs on the corners and light scratching on the screen is common for devices that have been stored in a case for extended periods.  I have attached a photo of the device from our inspection showing the scuffed corner.

We did evaluate the phone to be in "Good" condition and the inspection was done correctly, but if you would like to return the phone to us, I will process your original offer of $120.00 upon receiving it back to our warehouse as a customer care gesture.  I have attached a ***** shipping label to this email for you to return it to us.

If you have additional questions or if I may be of further assistance with this matter, please let me know. 




4/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gazelle buys used cell phones.. They quoted me a price of $205. Once I already sent the phone in, they decided to lower the amount they were going to pay me to $175. Since the phone condition was excellent (it had been in an ***** Box Plastic case with a screen cover the entire time I owned the phone), it is obviously a bait and switch. Customer service was completely unhelpful - their chat person did not even want to know what my complaint was. I'm sure they make alot of money with this tactic, but the public should be made aware. I want to say I am 53 years old and have never had to submit a complaint like this before.

Desired Settlement: I just want Gazelle to do what they promised, and pay me the $205 they promised for my phone.

Business Response: Hello ******,

I am sorry for the disappointment with your order.  We have reviewed the device again, and we are processing full payment of $205.00 for you.  Payment will be sent by Check within the next 3 business days.

In the future, if you would like to have us review a device again or wish to contest an inspection, please reach out to us before "accepting" or "declining" and we will gladly perform a new inspection.

Again, sorry for any disappointment.  Please let me know if I may be of further assistance.

****** ********
Gazelle Customer Care 


3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Gazelle.com to sell a ******* ****** ** phone. They gave me an offer of $120. I purchased the phone about 18 months ago and I didn't even leave the store until I had the phone in an ******** case for protection. I inspected it from top to bottom prior to mailing it to Gazelle and it was truly in pristine condition. There wasn't even as much as a fingerprint on the phone. They sent me a revised offer of $90 and cited the device had scratches and was not in the condition that was described. I accidentally accepted the offer and IMMEDIATELY spoke to their customer service department through chat to ask for the device to be reviewed again and gave them the information above about it never being out of the case. The representative was very nice but told me that it had already been submitted for processing and could not be inspected again. This is the device information that they sent me:****** ** ******** (*************) Box ID: *************

Desired Settlement: I would like the additional $30 that was offered on my phone.

Business Response: Hello ******,We are very sorry for the error with the inspection of your ******* ****** ** (Gazelle ID: *************).We are processing the additional $30.00 payment for your Paypal account ("*****************"), and will have this transferred to it within the next 2 - 3 business days.In the future, we would gladly review any inspection/device that has been sent to us, but we please ask that an offer is not "accepted" or "declined" before the request is made.  Due to the volume of devices that we process, once an item is accepted or declined we typically cannot review it again.If I may be of any further assistance, please let me know.Thank you for choosing Gazelle!****** ********Gazelle Customer Care

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my cell phone to Gazelle ( ****** * *** ) for them to buy, ( IT HAD NO SIGNS OF WEAR ON THE PHONE )!!!!!! & (IT HAD A *** CARD)!!!!!! ,THEY SENT IT BACK TO ME..... WITH A "CRACK" SCREEN & NO *** CARD .... MY PHONE WAS NOT IN THAT CONDITION WHEN I MAILED IT OUT TO THEM!!!!,I WOULD HAVE STATED SO IN THE DESCRIPTION IF THAT WAS THE CASE!!!!, I'AM SERIOUSLY THINKING ABOUT CONTACTING MY LAWYER & SEE WHAT HE SAYS ABOUT THIS !!!!!! I WILL NOT BE DOING BUSINESS WITH THIS COMPANY IN THE FUTURE, & WILL MAKE SURE TO LET MY FRIENDS & CO-WORKERS KNOW HOW THEY DO BUSINESS....."VERY UNPROFESSIONAL"!!!!!!!!!! I'AM MADE AS "HELL"!!!!!!!!....I'VE ALWAYS BEEN VERY "CAREFUL" WITH MY PHONES.... & I KEEP THEM IN CELL PHONE CASES. BECAUSE I DON'T LIKE "SCRATCHES & DINGS" ON MY PHONES!!!!!!!

Desired Settlement: REPAIR MY PHONE .... RETURN MY SIM CARD ... & STOP CONTACTING ME!!!!! I DON'T DO BUSINESS WITH "SNAKES"!!!!

Business Response: On the packing slip included with you prepaid label as well as on the screen during the online process you instructed to remove the SIM card prior to shipping the phone, Unfortunately due to the sensitive information stored on these cards they are disposed of if they arrive in a device. We are sorry for the inconvenience but we can not return your SIM nor can we reimburse you as you were instructed to remove the card prior to shipping.

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. Regards, ******* ******  

3/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Iphone 4S, *** model, for one of my workers, on the internet on Feb 28, 2014. I received a return email with my order and notice I would be informed when shipped. I went on vacation and did not return for 2-3 weeks. I never received the phone. After returning from vacation, I forgot about the phone, because the worker had purchased a Iphone from ****** ******. When I went over my credit card bills for taxes, I noticed the amount for the phone was taken out. I then contacted Gazelle about the phone and was informed they had no record of me or my purchase.

Desired Settlement: I still need a phone and would accept any Iphone for one of my workers.

Business Response: It appears the phone went out for delivery but was never actually delivered by *****, the phone was then returned to us. Please respond with shipping address and we will re-send your iPhone 4S.

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used Gazelle before and had good results, so I trusted them when I got a quote on a mint condition Mac Pro Tower and sent it to them with the accessories in the original ***** box. When my customized Mac was devalued, I was told: "Our evaluation process is based solely on the serial number of the device. Any after market parts custom added to the device would not factor into the trade-in value." They ask lots of questions about the specific model with custom components, then say the value is only on a base model. I declined the offer and when my Mac was returned, the excellent original ***** packaging with superior protection was replaced with a generic cardboard box. The original box has value when reselling an item in addition to product protection for shipping. The generic box I received was loosely stuffed with bubble wrap and wads of paper; the tower was not carefully wrapped and the unit could have been damaged in transit with the shoddy packaging job. Despite numerous contacts with customer service, I never got a direct response to my concerns, just generic automated responses.

Desired Settlement: I expect to have an original ***** box for my specific model sent to me.

Business Response: Hello *********,We had one of senior reps (****) reach out to you, we hope he was able to resolve the issue. Please let us know if there is anything else we can do for you!

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ********* ***

2/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I bought an iphone4s from gazelle that I never received. I called gazelle that I did not receive the phone I paid for after 7 days and they said it was delivered by fedex a day after I made the purchase.I DID NOT RECEIVE THE PHONE PERIOD!! Gazelle asked me to deal with fedex. FedEx was going back and forth with how they delivered it. It was not delivered!! I went by the good rating on this website but now, that rating is highly questionable. MY SON WAS LOOKING FORWARD TO RECEIVING THE PHONE BUT IT WAS NOT TO BE. I feel duped and mistreated. Buyers beware of phoney reviews.

Desired Settlement: My credit card refunded my money back. I am going to get another phone for my son. I would have wanted a replacement but I can not wait for the time it will take, so I want a refund, so that I can give the money back to my credit card company.

Business Response: A charge back has already been opened and the money refunded.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ********

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I mailed in my phone with the box and label provided by Gazelle and now the company is saying they never received my phone. Customer service rep. is telling me she has no way to find it. Gazelle stole my phone.

Desired Settlement: I want my ***** 6 Plus phone back.

Business Response: The **** has no record of this package ever being shipped. Without an active tracking number there is not much we can do unfortunately. If you used your own label please provide us with the tracking otherwise we suggest the Post Office where you brought the package and requesting a follow up.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *********

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a phone from Gazelle on 1/28, and it was guaranteed to arrive in 4-5 business days. It has not arrived, and I contacted Gazelle on 2/6. They said the package was lost in transit. However, they will neither calcel the order or send a new phone immediately. They said that someone will contact me next week. However, this is well outside of the time frame agreed for this purchase, as I need my new phone ASAP. All I'm asking is that they either refund my money immediately or send me a new phone immediately and they were not willing to do either of these. I am disputing the charge with Paypal, and will never use Gazelle again.

Desired Settlement: I either want my money back or the product paid for. Gazelle is not willing to do either immediately, which is a major issue and violation.

1/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stated I phone 4 was broke this ohone was in good condition when it left here in their shipping box.

Desired Settlement: We sent them a I phone 4 in good condition and they promised 35.00 dollors now they are saying it is broke. It was packed in their shipping box and if it broken during shipment that is not our fault they need to stand by their quote.

Business Response: The device arrived with a slight crack int eh front of the screen, it still functions normally but the crack did cause the offer to lower. I understand the frustration however and will be processing another payment of $15 to match your original offer.-****

1/8/2015 Delivery Issues | Read Complaint Details
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Complaint: On 12/28/2014, I ordered an iPhone 5 from Gazelle (order # *****). I received my phone on the morning of 12/31/2014, but the charger included was for older iPhone models (30-pin connector instead of 'lightning.'). I had a lengthy online chat with ****** at Gazelle, a full transcript of which I have saved. ****** told me that Gazelle would be getting back to me within 1-2 business days regarding sending me the proper charger. To this date, I have not received the proper charger and have therefore not been able to charge and / or use the phone.

Desired Settlement: For my order ( (order # *****) to be complete, I need a charger for an iPhone 5 (lightning connector). The one that was included (30-pin connector) is for older models.

Business Response: Hello ****,Thank You for contacting us!Your charger for order #***** will ship today via ***** with tracking number: **** **** ****. The tracking number will update once the item has been picked up by the carrier.We apologize for any inconvenience this may have caused you!Please let us know if you have any other questions. We're here 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. I waited until delivery of missing charger, which took place this morning. Thank you for your kind assistance.

12/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in 2 iPhone 4s's for buy back with Gazelle. Once Gazelle received my phones they lower their offer significantly stating one of the phones would not make calls. This is not true. I declined their offer for both phones. When my phones were sent back to me neither had their SIM cards. Now I can't use them at all.

Desired Settlement: I would like 2 replacement SIM cards (for iPhone 4s) from Gazelle and an email or letter acknowledging their screw up.

Business Response: Unfortunately we can not return SIM cards as they are discarded upon arrival to protect any data that may be stored on them. During the checkout process we notify you that the SIM must be removed and also on the packing slip you received it instructs you do it as well. We understand your frustration and are terribly sorry but we can not return a SIM nor can we be held responsible since you notified several times that the SIM should be removed.

12/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The Company agress to pay a certain amount for your Cell phone based on your description and then requriesd you to send them the phone for validation. A legal agreement is not scured until they receive the phone validate and make a counter offer. Here is where the problem begins, the company Gazelle, makes a counter offer that may be much smaller amount than originally presented and at this point you as the owner accepts or denies the offer. Then and only then would the contract be executed by both parties and become a legal transaction. My phone was sent to Gazelle with all the original paperwork, chrager and most important the original box the phone came in when purchased. The website clearly, " RECOMENDS" that you do not send anything but the phone but makes no mention that if you choose not to accept their offer they destroy your property and return just the phone. On the after market (ex. ****, **********) the original box and supporting documentation, especially the charger is VERY Important to the resale value. The agent I was dealing with decided on his own that I would enter into an legal agreement with Gazelle and accept their offer, I did not and hence no legal agreement was reached. This make the destroying of my property an illegal action and has left me at a loss. Although the agent for gazelle may not feel that way based on their repsonse to my concerns, other I-phone purchsing or selling sites show differently. We recommend: •Send Just Your Device Please do not send any extra items that you did not submit online. We cannot pay you for additional items or accessories. were sent to Gazelle

Desired Settlement: Since Gazelle assumed I would accept their offer and enter into a contract for my property ( ***** I-phone) and I did not, the original box and associated equipement should be returned to me ASAP. If this cannot be accomplished in a reasonable timeframe, it has been determined based on online websites that my loss equated to $40.00. Please provide a check made payable to me in the amount of $40.00 at your earliest convenience.

Business Response: Hello *******, we are sorry that your accessories were not returned. The box, charger, USB and headphones will be sent out this afternoon via *****. The tracking number for this shipment is:************Please allow up to 24 hours for the initial tracking status to update if using the *****.com tracking service.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* ********

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Trade-in, I phone 5C 16GB w/Gizelle. Alternative order w/check negotiable instrument notification & delivery. No ******* entry agreement; or account. following password; stink spring 14. Where I was insured 05-15-14 commercial *preference & choice to not business. I was public about that. Accumulation right 28usc 11492 Earning saving investment.

Desired Settlement: $155 check posted to my address. We never agreed to ****** account terms. Involuntary. One alternative to post to address.

Business Response: When creating this transaction the customer is given several options for payment. The option chosen was ******, the payment was made in full on 11/13 to the address provided and was successfully transferred. There is nothing further we can do in this case.

12/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I sent my phone in to sell it. I asked 145.00. They sent an email and informing me they received my phone and they would evaluate it. I received a status update that the phone was locked and I would only received 120. They gave me an option to unlock it. I clicked on the link and did the process to unlock my phone. I received an notification that they would revaluate my phone. Its been two weeks I have not heard anything. I went to the website to chat with a cs rep. I could get thru. I left an email (sent 2 emails no reply). I don't now what els to do. I just want my phone sent returned to me.

Desired Settlement: Please have them return my phone. This has been a waste of time. Its impossible to contact anyone.

Business Response: We are so sorry for this delay, your payment has been processed in full and will be issued today.

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 understand that by choosing to accept the business response that my complaint will be closed as resolved. I have accepted the new offer from the business. I responded this morning to reject their previous offer. Regards, ****** ******

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.  [If you are rejecting the business's response please enter your rejection comments here.] They contacted me yesterday telling me they only giving me 120.00 for my iPhone 5 and sending me a check. I selected an option to unlock my phone and they would price my phone 145.00 as the original price. They didn't send me any information about this after I unlocked my phone. I want my phone back. I will send the check back or they make good on the 145.00 dollars after I unlocked my phone. It took them 2 weeks to contact me unacceptable. Regards, ****** ******    

11/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an offer for $180 for my used iPhone 5. I mailed my phone to Gazelle and they told me my phone did not connect to iTunes, so they valued my phone at only $85.00. I had never had any issued synching my phone with iTunes, so I thought it was odd and asked for my phone back. They mailed a phone back to me, but it wasn't my iPhone. As soon as I looked at it, I knew it wasn't the phone I sent to them. The phone I sent them was in almost mint condition. The one I received back had scratches everywhere and it won't even power on. Just to be sure this wasn't the phone I mailed to them, I called **** to get the IMEI of the iPhone I had registered with them. My IMEI number was ***************. The IMEI of the phone I received back from Gazelle is ***************. This proves they scammed me and sent back a non-functional phone while they kept my fully functional phone and have probably sold it for profit by now.

Desired Settlement: I want my phone back or $180.00.

Business Response: Hello ****** it appears that you have worked with on of our customer service agents already and will be sending the phone back to us for the full offer. We apologize once again for this error and appreacite your pateince as we worked to resolve it. If you have any other questions please let Garret know and he will make sure they are addressed.


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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******

11/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The advertisement only lists a single model of phone and when your phone arrives even though the hardware and software are identical only the geographical codes are different they lowball you with a different offer. They state the phone has serious scratches and it has zero nor does it have any defects. This is a scam and this company needs to be shut down.

Desired Settlement: They need to pay the $200 they advertised for this phone in the condition it was sent to them. It meets all criteria they requested.

Business Response: Hello *****, I have had this device reinspected and we will be paying the original offer in full.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *********

11/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: sent 2 iphones for sale (iphone 4 and 5) and when they received the item they claimed they were both iphone 4. I have proof that my phone was an iphone 5 (an upgrade from iphone 4) and when I requested to have it sent back because I refused the price they offering me they sent me my old iphone 4. So basically they kept my iphone 5 and paid me only $10 when the phone is worth $200

Desired Settlement: I just want fair reimbursement for my iphone 5

Business Response: Hello ****** , we are so sorry for this mix up. It appears the inspector did not properly correct the model when inspecting the second device, it should have been changed to the iPhone 5 since the 5 was changed to a 4. The iPhone 4 is being returned to you, if you are willing to send it back to us I will have your original offer in full paid out as soon we receive it plus an additional $20 for the inconvenience. I will be sending an email with the details and you can respond to that directly with any questions. -****

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.  [You already sent me my iphone 4 back and you kept my iphone 5 and paid me only $10. What you can do is pay me what you quoted for my iphone 5 and stop claiming that it is an iphone 4] Regards, ****** ********  

Business Response: We will be issuing a $155 check this afternoon.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ********

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently sent my ******, ear buds and usb cord with plug for a sale to Gazelle. The price they wanted to give me was not the price quoted so I asked for my things returned. They returned the phone only. I had a buyer for the phone plus the accessories but when they weren't returned I was not able to make the sale.

Desired Settlement: $100

Business Response: Hello ******, we are sorry the accessories were not returned to you. We will have replacements sent right away and will update you with a tracking number.

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.  This has taken two weeks for Gazelle to respond to me. In that time I lost a sale of the phone because I did not have the attachments that I contacted them directly about two times. I also had to contact BBB and go through this process.  I expect them to compensate me for the lost sale of the phone:  $100. Regards, ****** *****  

Business Response: We can not issue a payment for a device that has been returned, as stated in the previous message the accessories have been sent back.

Consumer Response: After not responding to my various emails, Gazelle only replied AFTER I contacted BBB and you contacted them.  I lost a sure sale of my ****** because they did not return the accessories to me.  I believe it is only fair that I be reimbursed for the sale I could not make due to THEIR inefficiency. Regards,      

11/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I sent my device in over a month ago. The payment was supposed to be given to me over 3 weeks ago. To this date I have not received my payment. I chatted with a customer service representative on 11/3/14 that I will receive my payment by the 6th. Spoke with another person today, 11/6/14 and they guaranteed that I would receive my payment before the business day ended. I did not receive my payment. Not only that, the customer service rep lied about their hours of operation.

Desired Settlement: I do not want the money anymore. Give me back my device. This is unacceptable.

Business Response: We are terribly sorry for this delay Vinny, we have successful changed the payment method and you will be receiving the ****** code this evening!

11/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I used Gazelle to sell 2 iphone 5s at once. All on the same order on the same receipt and in the same box. My wife called a week prior to ask them what condition her phone would be considered since the SIM card slot was a little bent from when we took the SIM card out. They stated it would be considered in good condition. The other iphone was considered in Great condition. The great condition phone was suppose to pay $270 and the Good condition $255. They did a bait and switch on me and won't give me back both of my phones because they processed my great condition phone as a good phone and won't give me the full amount for the good condition phone because they said now it is cracked. It wasn't cracked when I sent the item in!

Desired Settlement: I would want a full refund for the full amount I was supposed to receive. $525 I only received $255 or give me back both my phones in my package deal that I shipped to you.

Business Response: Hello ******, We paid the full offer for the phone in good condition by sending a separate payment. Unfortunately the other device you sent was cracked, we sent photos showing the damage. The crack was very minor but per our condition outlines, it fell into the "Broken/Cracked" category which cause a lowered offer. Per your request we returned the device to you, however since we had already issued payment on the other device we could not have it returned.

11/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I agreed to send them my IPhone 5 on Oct 3rd 2014 for a check for 190.00. they mailed me out the box and shipping information. I had a 2nd iPhone 5 that I wanted to tread in but I wanted to see what happend with the 1st refund. So I asked them to ship me out a 2nd box on Oct 21st which was the same day I mailed the out my 1st IPhone 5. **** came to my front door at 1:47pm and picked up the 1st package. After almost 2 weeks I called and spoke with ****** a manager and they have no records of the 1st box being shipped out nor received. He shows the 2nd box being mailed from Ma on the 21st of Oct 2014 and received at my home on the 23rd. He said he would look in the wear house and call me back by end of biz today. When he did told me there is no record of iPhone at he's place of biz and I am SOL.

Desired Settlement: I would like back my iPhone 5 or the 190 dollars they promised me.

Business Response: Unfortunately the tracking number for the label we provided was never activated, meaning this package was never shipped. You have stated that you have a tracking number for the box but have yet to provide it. If you are able to provide some sort of proof of shipment, we can certainly look into filing a claim against the post office on your behalf.

11/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I had recieved an offer for $85 for my broken iphone5 16gb, once completing registration it sent me a confirmation of $65, i honestly was fine with that because for my broken iphone that didnt turn on, i was pretty happy i'd get anything. I sent in my iphone, and recieved an email saying its a "parts only phone" and they cant buy it, i opted to have the phone sent back to me. When i originally sent the phone out there was a Pelican black case on the phone that was not broken, i had it on to hold all the glass together. When i recieved the phone back, i had no casem and also, no more SIM card. I called customer service and got through to a representative "******" she insisted that she couldnt do anything about it because it clearly stated on the package instructions and terms and conditions, that i could not include any accessories or SIM card, and that they would be disposed of if i did. I had asked her to wait on the line with me while i pulled up the terms and conditions and she did, but not without resistance. Then i had informed her that it doesnt state either of those in the terms and conditions. She told me she was having a supervisor pull it up to point out exactly where. She never was able to tell me where it was, but did in fact pullup the shipping label which says to not include any SD card, for they would be disposed of for your protection. I told her i had no SD card and it was a SIM card and she insisted they were the same thing. I had then proceeded to ask her about the company. She refused to tell me her last name or ID number if applicable. Then when i asked where her office was located, she stated in ********, Oregon. I asked for the address and she said it was against company policy to give her address or last name or license number. I proceeded to ask for a manager and i was told they were ALL in a meeting and couldnt come to the phone. She said she would transfer me to a supervisor at the ****** branch, but the transfer failed and i was back on the line with ****** again. She told me shed have a manager call me back.

Desired Settlement: I would like either my phone case and SIM card back, OR a refund for the case which retail is $60.00 but since it was used i will accept $40.00. I would also like the representative "******" in the Oregon branch to be retrained. Her customer service skills are horrendous. She was rude and inconsiderate and she flat out lied to me over the phone. I would also hope that the call was recorded and can be listened to managment.

Business Response: Hello********, We are terribly sorry that your case was not returned to you, it should have been included. The SIM card however is removed and disposed of to protect your information that may be stored on it. I understand that his is frustrating and per your request I will be sending a payment of $50 so that you can purchase a new SIM and case. If there is anything else that we can do for you please just let me know, we are here to help! -****

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******** *****

11/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: - I participated in Gazelle's ****** 5 buy-back offer of $100 for a Broken/Cracked phone with "Serious Physical Issues" - I shipped my working phone in the box that they provided, using their instructions - They denied my reimbursement because the screen is not attached. The screen was attached and working when I mailed it. They allege that this occurred during transit. One of two things happened: 1) My screen broke during transit. -- If this occurred, this was a result of their shipping procedure. I followed their shipping instructions to the letter. 2) They broke my phone on site. -- This is bad business practice for obvious reasons Their website advertises this (see attached screenshots): Your ****** is in this condition if ANY of the following are true: Cracked screen or body Doesn't power on or make calls Missing buttons or parts Gazelle offers $100 for phones in this condition

Desired Settlement: Gazelle should honor their promise to pay me for my working ****** because I followed their instructions to the letter. Also their website says they would pay customers for phones in the following condition: Cracked screen or body Doesn't power on or make calls Missing buttons or parts

Business Response: Hello *******,The damage we noted is not consistent with shipping damage, and the box your item received in had no visible signs of damage. We are sorry but unfortunately in order to be elgibile for the offer you locked in the phone had to be complete and could not be in separate pieces.

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.  [My phone was A) working and in tact when I shipped it and B) your offer says it will pay for a condition in any of the following conditions: Cracked screen or bodyDoesn’t power on or make callsMissing buttons or partsPlease see the attached screenshot. ] Regards, ******* ********    

10/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: The company offered me $230 for my ****** ** 32 GB. I sent them my phone, in perfect working condition, and used a minute before placing it in their own provided shipping container. The company claims my phone was non-functional and would not power on, and sent me a check for $110. Because their emails all went to a junk folder, and they sent no postal warning of the problem, now they also won't send me my phone back. So they took my perfectly functional phone, worth well over $200, and paid me $110 for it, and are not giving me the option of getting my phone back (though if they broke it, I'm not sure what value it would now hold). This is terrible service, and a bait and switch, since they offered me $230 and paid me $110. There was absolutely nothing wrong with my phone. Nothing. I used it right before placing it in the box, as I had to disable the find my phone feature. If they had not asked me to do that, I would actually be able to prove that the phone works because I could ping it and see its location on my computer. A complete scam.

Desired Settlement: Pay me the full amount promised, or send me back my phone in working condition, the same as it was when I sent it.

Business Response: Hello, We are terribly sorry about this, I am having our team take a look at it immediately. We will have a second check sent to match your original offer in full.

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 #********. The response involves the company sending me a check for the disputed amount, which I accept.  However, if I do not receive this check within a reasonable amount of time, I would need to reopen the complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *************

10/26/2014 Delivery Issues | Read Complaint Details
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Complaint: I ordered a phone from Gazelle almost a full week ago. I paid extra money to have my order expedited and shipped 2nd-day air. I received notification last Thursday that the item had shipped. However, by the following day, *** only showed that the label was created, not shipped. By the time *** finally claimed to have delivered my package on Tuesday, October 14, there was no package on my property. There was no signature required for my $440 device, which seems ludicrous. I called *** and they told me to contact Gazelle, as Gazelle would need to request a tracer via *** and work to get me a new item shipped. I emailed Gazelle through their "24 hour online help" on Tuesday evening. No response whatsover. Waiting until 9am EST (what their website falsely claims as operating hours) and got a message telling me to call back during operating hours, which then reiterated that they should have been open while I was getting this message. I then opened up a chat interaction and told the agent multiple times the problem and she kept telling me to contact ***, although I had made it clear three times that *** said I needed to contact them and have GAZELLE contact ***. Then she told me a supervisor would contact me within two days as it apparently takes 2 days at Gazelle to pick up a phone and call *** (of course, at this point, the agent was calling it ****, not ***). The runaround that I have gotten feels borderline like a scam and this is hands down the worst customer service experience I have had in a very long time. I threatened to file a complaing on BBB.com and on the company's ******** page but they did not seem to care to elevate this. So here I am. This phone is for my 12 year old daughter who was very excited to learn it would be arriving yesterday. Now I have to tell her I don't know when she will get it because the company that took my $440 doesn't seem to have any sense of urgency over a missing product.

Desired Settlement: I want a new device sent to me per my order and I want a signature required. I also expect for Gazelle to be open during the operating hours they claim to be open. This is false advertising and beyond misleading. It does not take much to update a website or phone greeting.

Business Response: We are so sorry for this issue, we will have a replacement sent right away. You can expect to hear from our customer service team very shortly!

10/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Gazelle.com refuses to give funds as promised. According to Gazelle.com, my parcel arrived to their facility with no contents. A Gazelle.com rep informed me that my parcel was targeted by someone with **** and my device was stolen before it arrived to them. I as the customer am somehow responsible for this because Gazelle.com does not insure their "prepaid" packaging and shipping labels with **** in the event that items are lost, damage in transit, or stolen. Gazelle refuses to give me my funds even though I did everything possible on my end to complete the transaction. Total ripoff and needs to be addressed asap. After reading many reviews on the internet, it appears they are a custom to treating most of their customers in a "scam" type manor.

Desired Settlement: Gazelle should honor the terms of our contract based on the grounds that I as a consumer followed all instructions prior to shipping my product to them. If they volunteer to pay for shipping of the item to them, they should take the step of adding insurance to all parcels to protect their customers highly valuable items in the event the item is lost, stolen or damaged in transit to Gazelle using their prepaid packaging they provide to their customers. I believe that I should receive the funds I was quoted to receive for my product.

Business Response: Unfortunately this item never arrived at our warehouse, if you are able to provide proof of ownership we can pursue a shipping claim but without a serial number or purchase receipt we are unable to issue a payment.



10/14/2014 Delivery Issues | Read Complaint Details
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Complaint: I sent my phone (****** 4) in to Gazelle. They said it was a non supported phone and they would not be paying for the phone, and at my request would send the phone back. I was planning on donating the phone when it was returned. The phone arrived without the case it was in and the SIMS Card. The phone has been rendered useless with the removal of the SIMS card. I attempted to contact Gazelle on Saturday, September 27th, but their offices are closed.

Desired Settlement: I want the return of my case and my SIMS card.

Business Response: Our packing instructions specifically say that the SIM card should be removed before shipping the phone. To protect our customers data all SIM cards are destroyed opon receipt. We are sorry for this inconvenience but unfortunately we can not return the SIM card to you. If you contact your carrier you should be able to obtain a replacement.

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.  On Gazelle's website it states they "suggest" the SIMS card be removed.  Nothing is stated that says it must be removed.  They rejected my phone as being non-supported by Apple.  I am still unclear as to why they did not return the SIMS card with the phone when it was returned.. Regards, ***** *****  

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I sold my iPhone 4S to Gazelle. I was quoted a price of $100 for an unlocked **** phone; $70 for a locked phone. My phone was locked so I knew that I ultimately be offered the price of $70. I received a message that the Find My Phone feature was still on and the phone value would be decreased to $20 if I didn't turn it off. On 9/22/14, I informed Gazelle that I had logged into iCloud and turned off the feature. The rep confirmed that y account was updated and that the phone would be rechecked. I received another message stating that the phone was finished being checked and I was offered $20. I explained via chat that I had turned off the feature and should be receiving $70 and NOT $20. I was transferred to a supervisor (****), please see a copy of the convo: **** ****: Yes and the communication via email stated a LOCKED device would be dropped down to $70 from the $100 offer **** ****: Today is the first time I am hearing about $20 ******: One moment please. **** ****: I feel that I was told false information or am possibly being scammed... ******: One moment please. Again, I apologize for any inconvenience this may have caused. **** ****: Okay, thank you ****: Hi, my name is ****. How may I help you? ****** has left the chat. **** ****: Hi **** **** ****: I am concerned with my offer ****: Hello ****, one moment while I review this incident. **** ****: I was told it was $100 for unlocked device and $70 for a locked device **** ****: I turned the Find my Phone feature off yesterday via the Cloud **** ****: Why am I only being offered $20? I just did a phony trade on Gazelle and it states $65 for a locked 4S phone...FYI ****: Ok, I understand your concern here. It appears the $20 offer was due the device still being locked on iCloud. **** ****: I UNLOCKED IT THOUGH **** ****: Yesterday and even contacted Gazelle via Chat to state it had been unlocked **** ****: You must unlock your phone to get its full value Unlocking is free and easy **** phones are locked by default but you can unlock them online to increase their value How to unlock your phone OK, I'll unlock my phone $95Unlocked Price No thanks, I won't unlock $65Base Price ****: Ok I completely understand, I will have the other $50 issued this afternoon for you. **** ****: Copied from your website. **** ****: THANK YOU! **** ****: is there a confirmation # for this? ****: You will receive a confirmation email once it is issued for you! ****: Is there anything else I can do for you in the mean time? **** ****: Okay, thank you. No, that was all. So I will be issued two payments today: $20 and then $50? ****: Correct! Ultimately, I have ONLY received a $20 payment. No one answers the phone during business hours in Finance, the reps have told me it takes 24 hours for payment for 3 days now....I feel that I am being scammed, they have my phone and I don't have the money promised to me.

Desired Settlement: $50 payment to my ****** account TODAY (9/25/14)

Business Response: Payment has been issued in full

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ****

9/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sent the following two iphones under agreement for purchase, in one box, each wrapped in the appropriate packing slip. Gazelle clearly states that two phones can be included in one box with the packing slips around each. ***** iPhone 5 16GB (*******)************* $165.00 10/11/2014 Bonus Amount: $8.25 Box Total: $173.25 Box ID:************* ***** iPhone 5 32GB (*******)************* $70.00 10/11/2014 Bonus Amount: $3.50 Box Total: $73.50 Box ID:************* I received a notice from Gazelle that they had inspected my box (*************) and found my phone in better condition and increased my value from $70 to $160 on an ***** iPhone 16GB. What they did was switch the packing slip for my 16GB phone (gazelle id*************) with my 32GB phone that had a cracked screen (Gazelle ID*************). Both phones should be associated with the single box id *************. They sent me a congratulations notice saying they increased the value of*************) to $160. What they did again was to take my 16GB phone, associate it with the lower offer damaged phone ID and offer and claim they increased my offer. In reality they took one phone without payment and reduced the value on my other from $165 to $160 and tried to spin it as an increase. I don’t know what they have done with my other phone (32GB with cracked screen). I read all their instructions and had reasonable expectations of service which have not been delivered. Gazelle confirmed that they received the box which contained both phones. I have not been compensated for one of my phones and I was not given the offered amount on my other phone even though the condition was acknowledged as good, as represented by me for the original offer, by their review process. They claim that the transaction is complete and they have not received the other phone. I have all the correspondence which demonstrates that they switched the offer ID from my 32GB phone to my 16GB phone and that they received the box with both phones.

Desired Settlement: I expect Gazelle to fix their unpacking and inspection error and to pay me for both phones. I expect payment of $173.25 for my 16GB iphone 5 and $73.50 for my 32GB iphone 5 by means of Amazon gift cards as agreed. They have sent me an Amazon gift card for $168 for the 16GB phone citing the Gazelle ID for my 32GB phone.

Business Response: Hey*****, I see that you have sent an email to our customer service team regarding the issue. I will have them follow up with you via email to resolve this issue. It does appear that there was a mix up on our end and we will make sure it is corrected.

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 #********. Although I have not received the payment yet, Gazelle has since provided me with updates and proposed an acceptable resolution. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ******

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Send in 5 phones to sell as this business advertized. As of today 09/02/14 I have been paid for 2 and the other 3 I have not been paid for. My customer reference number is*************... Tried to e-mail 3 times and called company 2 different times they said now for 10 days we are processing.... Still no payment

Desired Settlement: Paid in full $545 they owe me immediately..... They have paid $190

Business Response: All items on this order have been processed. 2 have been paid in full while one item was returned to the customer due to a change in our offer price. Customer declined our revised offer and the unit was returned.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I shipped my Apple IPhone (16G Verizon) in Gazelles provided packaging for an agreement price of $75.00. This is just an extra phone I had that has stayed in the box. there were absolutely no flaws on this phone. neither physical or technical. once Gazelle received the phone they claimed the phone was cracked and then changed the offer to $30.00. I know for a fact this phone was not cracked upon my shipping it to them. I am highly upset at this now I can't sell it elsewhere. I shipped the phone exactly as they told me to. Gazelle did not even try to resolve this, as in would not even hear of it. I know the phone was cracked after leaving my hands so I feel they should honor their contract of $75 instead of change it because they damaged it.

Desired Settlement: honor the original $75.00 payment

Business Response: Unfortunately we were unable to review this incident because the phone was returned to the customer before the request. I will have a member of our team reach out to you via email in hopes of resolving this issue.

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.  Regards, ***** ******

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 ***** 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 ******, We are terribly sorry that your device has not been returned yet, we are shipping it out this afternoon via *****. Tracking Number:************ Please allow up to 24 hours for the initial tracking status to update on the ***** website. I apologize that we did not clearly explain why your offer was reduced. The device you sent was still locked to your ***** 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. ****

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.

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 ******. I don't use ******, 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, ****** Gift Card or ******. Gazelle has never offered Direct Deposit. ******* ***** (*********@aol.com) selected ****** has her payment method when creating her transaction with us. Her payment of $35 was sent on 7/29 to the ****** address she had requested (*********@aol.com). The Payment went through successfully, ****** transaction ID *****************

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

Complaint: I submitted my phone to Gazelle.com information on June 27, 2014. My box arrived July 9, 2014. Gazelle informed me that they would not honor the price that was quoted to me. I asked them to review the information and they further reduced the price saying that upon second review my device was locked. I requested that my phone be returned. I contacted Gazelle after not receiving the phone and was informed that ***** could not find my home. I provided information. I returned home on July 23, 2014 and found the box waiting for me. The phone looked like it had been sent to them but when I turned it on it says no *** installed. I researched it online and on a ****** phone, it appears that the phone will not be able to be used for anything now.

Desired Settlement: I would like Gazelle to fix my phone or accept my phone for the quoted price. It was working when I sent it to them and now says no ***. I feel that I have been wronged and would really appreciate them to honor the price or at least fix the phone to the shape in which it was sent to them.

Business Response: Hi ******,

Sorry for the confusion with your phone.  To keep you data secure, as part of our shipping instructions we encourage all customer to remove their *** card prior to shipping us the phone.  If we find a *** in a phone we destroy it to protect you from anyone looking at things they shouldn't.  Unfortunately we cannont return *** cards because as I mentioned, we destroy them to make sure there are no breaches of data.

To be clear, your offer was reduced because it was still marked as active by ****** - meaning there is an outstanding balance or it was not released from your account.  You can contact ****** to find more details.  Unfortunately, we can't help with that.  Because ****** won't allow us to re-activate the phone it could only be used for parts.

If you take your phone to ******, they can put in another *** and your phone will work fine - provided they clear your account.

I will send you at $10 Gift Card to be used toward a new *** if you like.

Let me know how you would like to proceed.  Sorry it didn't work out this time.

*****

Consumer Response: That would be great.  Thanks



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. 

Regards,

****** *********

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. *****

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.

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. *****

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


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.

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,

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

 

 

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.

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. *****

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,
*****

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.

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.  


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 *****

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. *****

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.

 

 

 

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. 

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 ********** **** **** manufactured in 2011 for $43 dollars.  Once we received and inspected your item we found that in fact you had sent in a ********** **** **** - 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 *********@******.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 ********** **** **** (2011) which the inspectors deemed Product changed to ********** **** **** (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.

*****

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. 


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. 

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

Complaint: I sent my ****** 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:  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, *****

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

*****

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

 

 

 

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

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

 

 

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

 

 

 

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

Complaint: i sent gazelle merchandise to sell them.I sent them 2 ****** 5s and 1 ****** 5 an **** and a *** **** air.First they for some reason have decided that i sent them 2 ****** 5 and one ****** 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 ******5s 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 **** say's they can't give them to me.The second thing i sent them a perfect **** 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. 

1/27/2014 Problems with Product/Service | Read Complaint Details
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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 ******* ********* 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 ***** 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 **** as they stated there was an insufficient address. I am have it scheduled to be remailed via ***** under the following overnight tracking information: https://www.*****.com/*****track/?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. 

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

Complaint: I sent my ****** to Gazelle and was emailed that the find my ****** 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 ***** 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 ***** 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 ***** 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 ****  it is a requirement that customers deactivate their phones from their ****** 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. 

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.  

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

Complaint: I sent my ****** 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 *****'s new ******s. 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 *****'s new ******s, 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 ***** ****** 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 ****** 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 ******. The following SRs were included on this payment: *************. Seeing that you requested being paid by ****** 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 ****** 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.

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 *****

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 ***** 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 ****** 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 ****** on the 30th of December via ****** for the full amount of $355.  This should have already been posted to your account. Please let me know otherwise. *****

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 **** 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 **** 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 *******@******* 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 **** 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, ********,CA ***** Sorting Complete, December 7, 2013, 9:41 am, ********,CA ***** Arrival at Post Office, December 7, 2013, 8:32 am,********, CA ***** Depart USPS Sort Facility, December 7, 2013, ************, CA ***** Processed through USPS Sort Facility, December 7, 2013,12:01 am, ***** *******, 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, ******, 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. *****

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. 

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. 

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.

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.

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.

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 ****. 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 ****. 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 *****

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 **** and needs to be unlocked to you via ****.  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 **** 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 ******, 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 ****** I see that payment of $210 has been sent to your ****** 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 *****

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.

*****

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 ****** phone that was found to still be active to your account.  Unlike other carriers ****** 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 ****** 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 ****** 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. *****

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! 

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 ***** and that once it was received it would be processed in 3 days and payment to my ****** account would be sent 24 hours after that. When I took it to ***** to ship it I had to pay $10.?? for a box to ship it because ***** does not provided "free" ***** 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 ***** tracking number. It is now November 23, 2013 and I still have not received any payment to my ****** 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 ***** 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 ****** 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 *** ** 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 ***** charge.  Again, I apologize for the delay, and will process payment for the $10 shipping today. *****

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 ******* 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 *** **) 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.

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 ******, 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.

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. *****

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. 

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. 

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 ******, 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. *****

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. *****

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.  

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. *****

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.

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.

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. 

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. 

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. 

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. 

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. *****

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. 

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. 

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.

*****

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. 

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.

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. *****

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.  *****

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: *************.

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. 

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!

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.

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. 

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. 

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. 

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. 

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.

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.

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.

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.

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.

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.

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. 

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.

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.

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.

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. 

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.

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

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

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

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

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

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

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,
**** ********  

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


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