ComplaintsforBuyback Boss

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The phone can only be activated by ATT, once the original owner fulfills their contractual agreement; the seller misled me by saying the phone could be activated under an ATT contract. That is not the case.

  

  Business response

  07/08/2024

  Hi *****, 

  I am very sorry for the dissatisfaction. We try to be 100% accurate with all of our evaluations but understand that mistakes do happen. If you would like to open a return request with us, we would be happy to issue a full refund. Can you please confirm your order number so that we can assist you?

  Thank you!

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a $200 buy back quote for an iPad in perfect condition. I sent the iPad in a bubble wrapped package in perfect condition. I was able to factory reset the iPad, remove my Apple ID before shipping. Upon receiving it they are claiming the screen is broken and sending me a picture of a malfunctioning screen and a bogus offer of $38. I want them to file the claim with *** shipping insurance and provide me with the money. Because now they will be shipping me back a broken iPad that was perfect never left a case before I sent it to them. Why would I select the iPad was perfect if it wasnt and expect payment in full, and how would I reset it if the screen is as broken as they claim it is. Ugh this is ridiculous. I knew I shouldnt trust it from the beginning and my gut was right.

  

  Business response

  06/12/2024

  Hi *****, 

  I am very sorry to hear of your dissatisfaction and would be happy to assist you. We have searched your last name and the email attached with this complaint and are not locating your described order in our software. Can you please provide your order number or the email you used to place your order so that we can assist you further?

  Thank you,

  ***** at Buyback Boss

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent Buyback Boss my phone trade-in but declined the offer they returned my phone but the iPhone box and cable dont ship with my phone. Led me to believe they kept my items

  

  Business response

  05/31/2024

  Hi Trey, 

  Thank you for taking the time to contact us and we are sorry to hear of your dissatisfaction. I apologize for the mistake as we advertise on our website that we responsibly recycle all accessories but when processing orders through BackMarket, the accessories should have been returned per their policy. This was a mistake made during our arrivals process where your order was processed originally like an order through our website buyback program instead of BackMarket's buyback program. Your accessories were responsibly recycled and we apologize for the error. 

  We have since come to a resolution through BackMarket and you will be receiving a reimbursement for the accessories per BackMarket's policy. This has been sent to you 5/31/2024.

  Thank you for your patience and I again apologize for the inconvenience. If you have any additional questions, please feel free to reach out to us through your BackMarket customer profile. 

  Thank you, 

  ***** at Buyback Boss

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent my phone to them on 12/6 and received confirmation of their receipt on 12/8. I then heard nothing back from them. I finally contacted them by email on 12/19 and was told that it would take another 5 - 7 days to evaluate my phone (*****) I also got an email from ******* who said they were having issues with a process and would get back to me in a day. ******* did get back to me with an offer that was 1/4 of the original for a phone that was scratched and still locked to a carrier. The problem with this is that the phone I sent them was used with a leather case, was never dropped, was completely wiped before being sent and has the Simm card removed. I would definitely not recommend using this service ever.

  

  Business response

  12/28/2023

  Hi *****, 
  
  Thank you for your response. I am very sorry for the dissatisfaction that you are experiencing as it was not our intention. To clarify, the value of your device dropped significantly due to being locked to Tracfone and not specifically due to the wear identified on your device. With Tracfone devices typically in much lower demand than devices locked to the larger networks, we are not able to offer as large of a value. 
  
  In the interest of improving your satisfaction, we did reach out to you regarding your payment and have since been requested to send payment for your order. We also offer free returns to all customers who are not 100% satisfied with their transaction for any reason. You did request for us to send your payment instead of opting for a free return and we will have your payment sent to you this evening. 
  
  Please let me know if you have any additional questions or concerns regarding your order or evaluation. If there is anything else that would also improve your experience with us please let me know and I would be happy to assist you to the best of my ability.

  Thank you, 

  ***** at Buyback Boss

  
  

  Customer response

  12/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to sell Buybackboss two iphone 13 pro *** for $647 each. I took pictures of them, packaged them properly and sent them off. When they arrived Buybackboss told me that both phones were scratched and they would inly give me $359 for them. To prove they were scratched they sent me a picture of a scratched phone. I did not agree to this bait and switch price and asked them to return the phones to me, which they did. When I got the phones back they were in perfect condition and did not match the pictures they sent me. They clearly sent me a picture of another phone and tried to get me to accept a lower price. Terrible business practice. Unfortunately now that over a month has passed the value of my phone is significantly less than it was when I sent it to them so not only did I lose a lot of time sending them the phone, arguing with them over the price and now having to sell it again but I also lost cold hard cash since the value of my phone is much lower now than it was when I sent it to them.

  

  Business response

  11/24/2023

  Hi *****, 

  I'm very sorry to hear that you were dissatisfied with your transaction. You had two open orders with us, both including an iPhone 13 Pro **** Once your order was received to our office, we found that both of your devices showed signs of wear. You submitted both of your devices to be in flawless condition category. We state on our website that devices that qualify for our flawless condition category must be free of any signs of wear.  We provided photos of the wear and unique identifiers (**** numbers) for the devices in each of your orders through email once our evaluation was complete. Upon sending the photos we took of your devices to you, we then received a few photos of one of your devices that you had taken prior to shipment but noticed that the photos provided for each order were actually of only one device. When we inquired if the duplicate photo was sent accidentally, we did receive a request to return your order to you which we did as guaranteed on our website. Once your orders arrived back to your residence, you reached out to us to state that the devices you received did not show signs of wear. We then followed up to confirm the **** numbers of your devices again to ensure that you received your correct order and to assist with identifying the wear that we also found on your device.  

  Our evaluations are conducted in our office under normal office lighting and we do not make note of any wear that cannot easily be seen with the naked eye under normal conditions. We also provide explanations to each of our condition categories on our website so that our customers can evaluate their devices at home and select which category it best fits in to ahead of placing their order with us so that they have an accurate quote for their item ahead of it being delivered to our office. 

  Please email ********************************** if you have any questions regarding your return or condition status of your devices. 

  Thank you,

  ***** at Buyback Boss

  Customer response

  11/24/2023

  they didnt address the fact that they sent me a picture of a device that was not mine as justification for why they lowered my price. I have seen many other complaints with similar situation.  Seems like this is a common business practice. If they decided my phone wasnt of the quality I said that is one thing but to send me a picture of a device thats not mine as justification is unacceptable. 

  

  Business response

  12/01/2023

  Hi *****, 

  Thank you for your response. I can assure you that the photos we sent of your devices were of your specific devices. We confirmed your device IMEI numbers with you as well to confirm that we had the correct devices according to your personal records. I am very sorry to hear of your dissatisfaction in the transaction overall, but the photos we provided were of your personal devices. If you have any other questions or concerns regarding your transactions please let me know and I would be happy to assist you. 

  Thank you,

  ***** at Buyback Boss

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a a quote for selling my iPhone XR 256g of almost $200. I was using this phone up until I sent it out because I upgraded my phone. My phone was in near perfect condition. I have plenty of pics that Ive taken of my phone up until the day I sent it to this company. Now they are insisting that I have a screen burnout. I didnt have that when I packed and shipped them the phone. I want my full amount that they promised me. They didnt even provide any pictures as evidence. I have copies of the email that they sent to me trying to cut my offer in half. If I had know they would do this I would have gotten more money at a kiosk than what they are offering to send me. I have included a copy of what they offered me as well as recent pics taken of my phone. You can clearly see there is no screen burnout.

  

  Business response

  05/23/2023

  Hi ****, 

  I took a look at your order and it looks like after receiving your order to our office we did find minor *** damage on your device. *** damage is caused by the *** plate beginning to separate from the digitizer which can cause uneven bright spots on the screen. Your device had a small bright spot near the middle left of your screen that we provided you a video of to show both your device's unique IMEI number and the bright spot on a white back ground. There was a little confusion at first on what qualifies *** damage and you originally sent us a screenshot of your display which unfortunately does not capture the *** damage because a screenshot captures the displayed image and not the condition of your digitizer or *** plate. We explained this in our response to you and your transaction has since been resolved and paid for. 

  If you have any other questions that we can assist you with please let me know and I would be happy to help!

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company advertises and offers to pay for used cell phones. Sent in 2 apple iPhone XS *** unlocked phones because they offered $213 each. on receipt they came back with low ball values. Bate and switch false advertising.

  

  Business response

  04/24/2023

  *********,

  We're sorry to hear this is your experience so far. I've reviewed the order details and can speak to your complaint. We do not operate with a bait and switch mindset and have no intention of providing "low ball" offers to you or anyone. All of our offers are available online for viewing and correspond to the condition of the device they are listed with. It appears you placed an order with us to sell 2 iPhone XS *** devices in the "Flawless" condition. Our "Flawless" condition is described on our site as "Like New and in flawless cosmetic condition with no signs of use." Upon inspection of your devices, we found noticeable wear on the screen of one device and heavier scratching on the entire screen of the second device. Since neither device was in flawless cosmetic condition, your devices fell under our "Good" and "Fair" conditions respectively and your offer price was adjusted to those conditions. We gave you this evaluation information and photos of the devices in our email correspondence regarding your order. We also offered to send your order back free of charge if you did not want to proceed. 

  We strive for an excellent service all around while adhering to our site condition guidelines. The device evaluation results have varying degrees of noticeable wear and do not fall under the "Flawless" condition listed on our site which is why the offer was adjusted. We can offer the new order total of $317 or get the order sent back free of charge. If I can help answer any questions please let me know.

  Thank you,

  ******** at Buyback Boss

  Customer response

  04/24/2023

  No. You sent inferior shipping packaging as well. Your txt suggested you would pay for damages on receipt. Your offer was a lie and your business is definitely bate and switch. You offered a good price then low balled on receipt. Very very disappointing. More than likely my phones will be damaged more so during return shipping. Really suggest that you pay the offered amount. 

  

  Business response

  05/02/2023

  Hello,

  I would like to take the opportunity to reassure you that we do not operate with a bait and switch mindset and have no intention of providing "low ball" offers to you or anyone. All of our offers are available online for viewing and correspond to the condition of the device they are listed with.
  
  The details of the order stated we would be receiving two Flawless devices. The Flawless condition states the devices need to be like new and in flawless cosmetic condition. Your devices have noticeable wear, wear that is consistent with everyday use of the devices. Because there is noticeable wear on the devices, they are not in flawless cosmetic condition and fall under a different condition category. Additionally, the order did not have any notes of damage upon arrival, photos were sent over of the devices the same day we completed your evaluation and no damage was noted.
  
  We were able to work directly with this customer to come to a satisfactory solution. Please let me know if I need to provide any documentation supporting this.
  
  Thank you,
  ******** at Buyback Boss

  Customer response

  05/03/2023

  
  Better Business Bureau:
  
  Still false advertising.  Offer made good after multiple emails and BBB complaint.  Rec'd offer amount with a note forcing their opinion and pretty much calling me a liar.  Close and post this complaint for all to read.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Are used a website called buyback boss to buy my phone. They offered me $490 for my phone I uploaded a picture of what it look like before I sent it. And then there is a after of what it looks like after they received it they said that there were deep scratches. And the phone appears to be cracked when I went back to the reviews on the website. Apparently they have done this to numerous people so they scammed me. Even if I cant get the full amount, I dont want this to happen to anyone else.

  

  Business response

  06/26/2023

  Hi *******,
  
  I'm sorry to hear this feedback. I can assure you we only operate with ethical behavior and did not do anything like what you are suggesting and would not do that to any customer for that matter. I did review your order details and all communication. You placed an order with us to sell an iPhone 13 ************ 128GB device in "Good" condition. When you placed your order, the Good condition states the device be free of heavy and deeps scratches.
  
  Upon inspection, your device had deep scratches on the front glass and we provided photos of the condition of the device. With this in mind, the device best fits our Fair condition as listed in our quoting process. We let you know of the adjusted offer and awaited your decision to proceed or have your item sent back free of charge. 
  
  We follow our site conditions listed in the quoting process and have to stick to these descriptions so our customers know what to expect. If you have further feedback or a future device you would like to sell, please reach out to me at ********************************** and I will personally place the order with you so there are no surprises during inspection. 
  
  Thank you,
  ******** at Buyback Boss

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my iPhone 12 to buyback boss on 12-22-2022. Took pictures before I sent it. They got my phone on 12-27-2022. 10 days after having g my phone a Crack appears to knock 300$ off the price I was to receive 348 down to 64. I packed the phone in bubble wrap envelope. I think it was conveniently broken to drop the price. ************** Was my liasion. First 4 pictures are ones I took the day I mailed my phone to them. The last picture is the Crack from buyback boss.

  

  Business response

  06/26/2023

  Hi *******,
  
  We apologize for any delay during the holiday season. We were running a 5-7 business day order completion timeline and we did complete your order within that stated timeline. Your order details stated you were selling an iPhone 12 in "Mint" condition. Our "Mint" condition requires the device to be cosmetically flawless with no cracks. Upon inspection, we found a crack on the back of the device. Due to the crack, the offer was adjusted to the "Damaged" condition and we sent an email noting this. We also provided photos of your item with the photo you provided of your device. In each of the photos you can see the crack present. I only point this out to clarify that the device was not damaged at our facility and that the evaluation of your device is fair and accurate. If you would like us to resend these photos we are happy to, just let us know. 
  
  We sent your item back free of charge as you requested. If you have a future device you would like to sell, please reach out to me at ********************************** and I would be happy to walk through the order process so we can make sure you get your quoted payout. 
  
  Thank you,
  ******** at Buyback Boss

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sent a ******* galaxy s21 ultra 5g phone in for purchase. They did not send my payment and now there ignoring my message. They have an app. in the playstore called twig. The postage label was addressed to Buybac.

  

  Business response

  12/30/2022

  Hi *******,
  
  
  I hope you are well. My name is ******** from Buyback Boss and Im reaching out because I received two notices on complaints with an order from Twig. 
  
  
  Im sorry for any issues youve experienced with your order from Twig and wanted to review the order with you as I think theres been a misunderstanding. 
  
  
  I wanted to clarify that Buyback Boss is not Twig. Twig is an international company that allows consumers to sell items and Twig utilizes third party companies like Buyback Boss to complete the order and evaluation of the items. The app you referred to in your complaint is an app solely owned and operated by Twig, Buyback Boss has no connection to the app. Additionally, anyone youve been in contact with at Twig is not part of the Buyback Boss company and we have no access to any messages that have been exchanged with you. Im so sorry if the order process has not been easy, we truly have no insight to what youve been told. 
  
  
  Buyback Boss is only responsible for receiving and evaluating your order. **** is responsible for giving us the order information, taking our evaluation and giving you the information to complete the order for payment. Payment also comes from Twig directly. 
  
  
  What I can see from your order is that we received the order on December 16th, we received the information necessary for evaluation on December 21st from Twig, and from here we evaluated it for Twig to complete your payment. 
  
  
  In addition to this, Ive personally reached out to Twig to ensure your payment has been sent. **** has assured me that payment was sent to you and any delays you experienced were due to the package being shipped with a voided shipping label. If this is not the case, can you please let me know? 
  
  
  Please also let me know if you have any questions at all and I will be happy to help.
  
  
  Thank you!

  Customer response

  01/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩