Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good luck sending your phone to this place! I sent in a phone with no scratches and no blemishes. They emailed me and stated that it was significantly scratched on the back and had damage to the front as well. Absolutely not the case. Now they wont return messages, calls or emails. Youd think they would take pictures when instances like this happen for proof, but nope, they dont. Youre just out of luck.

  Customer Answer

  Date: 07/15/2025

  Resolution found. Please close case

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7, 2025, I submitted my Apple Watch Series 4 (Stainless Steel, 44mm, Cellular) to BuyBackTronics based on a quote they provided for a device in good condition. I documented the condition of the watch prior to shipment with high-quality photos and video showing minimal wear and full functionality.Upon receiving the item, the company unilaterally downgraded the condition to claim excessive scratching and dropped their offer to $19 (later raised to $25 in the interest of customer service), far below the fair market value and what was originally quoted. The photo they provided as proof showed the watch powered off, no serial number, and could not be verified as my device.Worse, they required me to remove the iCloud lock (Find My Device) before receiving a final quote. This is a serious red flag, as it removes consumer protections and opens the door to theft or fraudulent resale without payment.When I declined the offer and asked for my watch to be returned, they demanded I either pay them $20 for return shipping or provide a prepaid label. Their terms allow them to deny free return shipping by simply claiming the device was misrepresented, even with no verifiable evidence.This is a textbook bait-and-switch scheme. Their own advertising and website imply fair value quotes, but they consistently lower the value after receiving devices and trap consumers into paying just to recover their own property. There are numerous other public complaints describing the exact same experience, indicating a pattern of unethical and deceptive behavior.The company has made no real effort to resolve the issue and has placed the burden of proof and cost on the consumer. I am requesting the full return of my device at no cost, along with a BBB investigation into these repeat business practices, which may violate both *** guidelines and Florida consumer protection laws.

  

  Business Response

  Date: 07/25/2025

  We appreciate the customer's feedback and are disappointed to hear about their dissatisfaction.
  
  That said, we want to emphasize that we made every effort to resolve the matter in good faith. In light of that, we feel the feedback may have been harsh, especially considering the situation was ultimately resolved to the customers request.
  
  Looking at the images, due to the excessive amounts of scratches, the Apple Watch was certainly in what we would classify as "Fair" condition and not in Flawless as it was initially described. Image attached. While there was a difference of opinion regarding the devices condition, we respected the customers decision and returned the Watch as requested. Yes, there are cases where a return fee is charged, but this is only when our trade-in policy is violated. Should anyone be curious about Free Returns, you may visit **************************************
  
  We want the customer and anyone reading this to know that we are not in any way a "bait and switch" operation, and that is certainly never our intention. We are a well established, ethically run business that has been operating since 2018 with a strong reputation for honesty and fairness. Having said that, we are fully aware that not everyone will agree with our assessments and respect our customer's decisions to ask for their items back. 
  
  
  

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  After my BBB complaint regarding the business in reference to complaint ID ********, the company returned my item with no charges to me and apologized for my 1st time customer experience. 
  
  I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my IPhone 12, Mint green, to BuyBackTronics to sell on 6/27/2025. The tracking number is 1Z450R080324588534. I received an email from them on 7/7/2025 stating that after further inspection, they have reduced the price of my phone from $151 to $71 stating that there are scratches on my phone. I replied to them that there were not scratches on the phone when I sent it and I Politely asked them to send my IPhone back. They responded with pictures showing me a phone that clearly was not mine. I replied and advised them that the phone they showed me wasn't mine and I sent them pics of my phone, and I told them that I would like for them to send my IPhone 12 back in the original box that I provided to them and I haven't received a response. I have tried calling them and they have a holiday message on their voice mail then it says your call cannot be transferred and the phone line disconnects. I just want my phone back or the $151 that they said they would give me for the phone when I first went to their website and provided that my phone was in good condition. I have attached below pics of my phone and the packaging I sent to them that has the *** return that they sent to me.

  Customer Answer

  Date: 07/24/2025

  Im fine with closing it as resolved.
  

  

  Business Response

  Date: 07/24/2025

  We regret to hear about the customers experience.
  
  To clarify, the photos provided to the customer were indeed of their own device. While there were initial doubts, we were able to cross-reference the **** numbers, and the customer ultimately confirmed the device was theirs, we appreciated their honesty and cooperation throughout the process.
  
  The matter has since been fully resolved, and were grateful for the customers understanding.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buy Backtronics received 5 iphones from me. Decided not to buy any and refuse to send me my items back without charging me $40.00 for it. I sent them a print and link of my personal account where I'm negative and don't have any money let alone $40.00 extra, since then they deny to answer for the past five days and are withholding all my five phones without returning nor paying for it.I though Buybacktronics was a decent company that treat human beings right but they denied to buy my only current source of any income and now demand money to return my items back money that I can't afford. This was supposed to be a fast and painless transaction yet they keep on delaying returning my items for now over a week.I spoke with ****** from **************** several times where she told me my items were being returned back yest she said her manager ***** was sending the tracking number shortly but several days passed and no items were returned nor a tracking number was provide. I can't wait any longer I need my items expedited the next business day to the address I mailed it from.

  

  Business Response

  Date: 07/08/2025

  We are saddened to hear about the customers dissatisfaction with our service, but we would like to take this opportunity to provide some clarification.

  Three out of five of the customers devices were found to be blacklisted. At BuyBackTronics, we have a strict policy against purchasing blacklisted devices. Any customer sending us ineligible devices is charged a return fee. This policy is clearly outlined in multiple areas of our website.

  That said, we were able to reach an agreement with the customer, and this complaint can now be considered resolved.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanna lie and got a quote for my cell phone to sell it to buy back Tronics for $950. They said it would take a week which hastaken two weeks they sent me $720. I agreed to pay the ****** fees But in additional theyre robbing me of $200 after sitting on my phone for two weeks cause my phone was really worth $1200.

  

  Business Response

  Date: 06/19/2025

  Thank you for giving us the opportunity to thoroughly investigate your complaint.
  
  Our records show that the customer's device arrived at our facility on Friday, May 16th, 2025, and was inspected and processed within our standard timeframe by Wednesday, May 21st, 2025 (3 business days). For the BBB’s review, we’ve attached screenshots showing multiple email notifications that were sent to the customer throughout the process.

  Regarding the valuation adjustment: Our inspection determined that the device has 256GB of storage, rather than 1TB as originally selected by the customer during the trade-in submission. We’ve also attached a screenshot of the email in which we informed the customer about this discrepancy.
  
  Please let us know if any additional information is needed.

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my phone and Apple watch to them online. On April 5th i was told it will take 5-8 guidance days to arrive but could take up to 15 days and well it's past that and I still haven't received my check.

  

  Business Response

  Date: 05/06/2025

  Hello,

  Were sorry to hear that the customer has not yet received their check. We want to clarify that the check was indeed sent, however, on rare occasions, checks can unfortunately be lost in transit or misdelivered, factors that are beyond our control.
  
  That said, we would have been happy to resolve this issue had the customer contacted us directly before leaving this complaint. Since the complaint was submitted, we have reached out via email twice but have not received a response.
  
  We kindly ask the customer to get in touch with us at ***************************************** or by phone at ************ so we can promptly resolve the matter.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to sell my cellphone so i found this company online. They mailed me a box and shipping label to ship my phone. They initially offered me $396 for my phone, but after they recieved it they changed the offer to $80. I refused the offer and asked them to send my phone back. They said i had to pay them $20 before they would send it back. Nowhere on their website did they say they charge you for sending the phone back or i never would of done it. I just want my phone back.

  

  Business Response

  Date: 02/05/2025

  We appreciate the customer's feedback and sincerely apologize for any inconvenience the return fee may have caused.

  
  To clarify, the customer's ******* device was identified as being linked to a financed plan and was not fully paid off. Since financed devices can be blocked at any time due to an outstanding balance, they do not meet our eligibility criteria. As stated clearly on our website, devices must be "free of financial obligations, leases, and contracts."

  
  Additionally, our Terms and Conditions and FAQs outline that a return fee applies to devices that do not meet our criteria. Unfortunately, a financed device falls under this category.

  
  That said, we have addressed this matter directly with the customer and consider it resolved.

  
  

  Customer Answer

  Date: 02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't really have a complaint actually I have a compliment their website was easy to navigate and the estimate they gave me seem fair especially since my s20 or my S8 plus tab is in flawless condition and I mean flawless so if they grade it anywhere else but flawless I will be mad because it's literally been touched four times in 2 years and not dropped no scratches looks brand new I even sent it in it's pretty little butterfly case just to make sure that it got there in one piece also for those of you who say that they said that they received a damage that's why you purchase the insurance that way even if they do say that stuff they still have to pay you or somebody still has to pay you. Also I'd like to know that I paid $50 for the expedited service that is two-day shipping and 8 hours within 8 hours of arrival they have to inspect it and then send you your final offer I'm timing them I better have my money by Friday and I also chose not to get a check in the mail because who does that I want mine electronic payment via ****** because well it's right away.

  Customer Answer

  Date: 12/19/2024

  I reject this response. Yay. They're sending me my tablet back. Too bad it's damaged now and it wasn't before. Funny how everyone who has requested them to use that insurance they claim they have, they've refused to file a claim. Returning my tablet doesn't fix it. 

  Customer Answer

  Date: 01/04/2025

  The company mailed my item back, but I had to threaten them with legal action. I believe this is their scam they get people to send them their pricey electronic devices, scam them into buying fake insurance, because at the end of the day there is always that to fall back on. They damaged my item and lied about other damages. Where the * pen goes, was not scratches up. They refused to file an insurance claim and after several days of arguing, finally ending in threatening to press theft charges, they sent it back. I want it noted that I had to threaten them. They were not going to return it on their own.

  

  Business Response

  Date: 01/15/2025

  We truly appreciate the customers kind words about our websiteit means a great deal to us.
  
  Regarding the customers concerns about their device, we regret to inform them that upon inspection, the device was not received in the Flawless condition as initially described. Our evaluation revealed wear and tear, particularly on the back of the device, as well as a slight bend in the frame.
  
  We diligently processed the device within the promised timeframe. However, since our revised quote was not acceptable to the customer, we returned the device free of charge.

  Customer Answer

  Date: 01/25/2025

  I actually did respond. I said yes it was resolved, but not to my satisfaction, because I shouldn't have to fight that hard for a business to be honest and do what they say I'm horrified that you continue to give them a good rating, giving people false hope that the business is honest, when it's actually a scam to get people's electronics for free, reselling them for way more than they should considering the item is "damaged". They say they have shipping insurance but refuse to file a claim or send the "damaged" item back. So that would be a no to the satisfaction part 

  Customer Answer

  Date: 01/27/2025

  I actually did respond. I said yes it was resolved, but not to my satisfaction, because I shouldn't have to fight that hard for a business to be honest and do what they say I'm horrified that you continue to give them a good rating, giving people false hope that the business is honest, when it's actually a scam to get people's electronics for free, reselling them for way more than they should considering the item is "damaged". They say they have shipping insurance but refuse to file a claim or send the "damaged" item back. So that would be a no to the satisfaction part 

  

  Business Response

  Date: 02/18/2025

  We sincerely regret to hear about the customer's dissatisfaction and truly understand their concerns.

  Unfortunately, we were unable to proceed with an insurance claim, as there were no visible signs of external damage to the box. For *** to consider a claim, there must be clear indications of damage to the packaging that would account for the issue reported.

  Additionally, the device was promptly shipped back via ****, and tracking confirms it was delivered on December 23, 2024, at 12:52 PM to the front door/porch. We have attached relevant screenshots for your reference.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate the customer's patience. We are committed to improving our processes to ensure a better experience in the future.
  
  The customer is welcome to contact us directly if there is anything else we can assist them with.

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I send my iPhone 13 Pro unlock to them they give me a quote , when they get phone right away emailed price change because scratch on screen , I agree new price , that was mistake then they send check told me the story that mail can take up to 15 days , I check with **** they said imposible , told the company no I want money overnight or my phone back they said nothing they can do , now they not responding , is now 8 days that they said the mail check , they mislead me please help me , Thank you

  

  Business Response

  Date: 11/20/2024

  We are saddened to learn about the customer dissatisfaction. While this is uncommon, we recognize how important timely receipt of payments is to our customers. We completely understand how waiting eight days for its arrival could be frustrating, and we truly valued the customer's patience.

  However, the transit time from ********** to ******* (Customer's Location) combined with occasional **** delays, can sometimes exceed their typical advertised timeline of 15 business days

  Unfortunately, we do not offer overnight service for our mailed checks and hence could not provide that as an option to our customer. This could be something we may consider introducing in the future.

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a iPhone 13 Pro Max to ****************** to buy the phone was in great shape but they said it wasnt so I requested the phone back they said they would return it I have proof of this instead they got rid of my phone, I want my phone back I did not tell them to get rid of that phone, either they return my phone or I want ****** for it I can get that out of even on a trade back in they offered ****** for the phone, I would rather have the phone back I put down refund but Id rather have my iPhone pro max back, I did not give them permission to recycle my phone the replacement has to be the same as mine and in good shape

  

  Business Response

  Date: 10/14/2024

  We sincerely appreciate the customer's feedback and are disappointed that we did not meet their expectations.
  
  The customer described their phone as an iPhone 13 Pro Max, Unlocked to work for any carrier, and in Flawless condition. However, upon inspection, we found that the device was an iPhone 13 Pro Max ****** to ************** and in Fair condition. Unfortunately, we do not purchase devices locked to **************, which is why we were unable to make an offer. Our website clearly lists the carriers we accept.
  

  We have since returned the device to the customer, and it can be tracked with the number **********************. If the customer requires any further assistance, we are more than happy to help.