ComplaintsforDecluttr

• Initial Complaint

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order number is *******. I sent an order of 19 media items ************** on April 1st, 2024 to sell to Decluttr for $9.64. The package was delivered to Decluttr on April 5th and I got an email that said it was received and I would be paid the following day. But it is now 2 weeks later and I have still not been paid and no one reached out to me about a delay. So I emailed their **************** a few days ago and they said that 15 items were missing out of the 19 items I sent and if I wanted to just go ahead and just get paid for the 4 items they have. Well it's impossible that items were missing as I packaged them all together in the same box and taped securely (multiple layers of tape around the whole box). When I told them 'No' to the payment for 4 Items, they told me they needed the receipt from **** so I gave them the tracking number that they provided to me when I shipped the box. The Tracking Number is 1Z867E8W9091058543. Their customer service said the tracking number was not enough and they need a receipt and instead they can go ahead and give me the money for the 4 items that they got. I told them that is the only receipt you get, as you are using Decluttr's *** shipping label that is emailed to you, but every time I emailed them back they keep saying No that is not a receipt and I can take the money for the 4 items. I believe this is a scam they do to try and get items for free by pretending they never got the items. **************** was no help and it seems like they are part of the fraud this company is committing as they are not acknowledging anything I say and just wanted me to accept the payment for 4 items, but will also not further investigate what happened to the items without a *** receipt, which is impossible to get as I used their shipping label and the tracking number shows it was delivered to their address and signed for.

  

  Business response

  04/22/2024

  Hello *******,
  
  Thank you for getting in touch.
  
  We are sincerely sorry for any inconvenience or disappointment caused by your order and we appreciate you raising this matter with us.
  
  First and foremost, please feel reassured that we are a reputable company and would have nothing to gain from either lying or stealing from customers as implied. This would not only be illegal, it would also go against our company's standards and values.
  
  It appears that there has been an issue with processing your parcel where only four items (three DVDs and one Blu-Ray) were located by the system. As for reference, I have sent you an email with the list of the missing items. But please don't worry about your order, following your complaint I have now advised our Claims team that all items were sent in the same parcel. Please expect your order to be completed and an update from us via email within the next 2 business days.
  
  Once again, our sincerest apologies for the inconvenience caused. We appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  04/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sold an Xbox One controller to them in March. It is now April 13th and I have yet received any form of payment. *** sent over 30 emails with customer service about this matter and I have sent over 3 bank statements to them in which they claim to be the wrong bank statements when they are not. They have refused to even clarify if they even sent the payment to my bank account at all.

  

  Business response

  04/15/2024

  Hi ******,
  
  Thank you for reaching out to us.
  
  First and foremost please accept our sincerest apologies for the service you have received and the delay this has caused in re-issuing your payment.
  
  As per our records, the $23 payment was issued and successfully processed on our side on 03/15/2024. As such, we unfortunately, cannot see that the payment has failed. 
  
  Due to this, we requested your bank statements on 04/12/2024. After reviewing our correspondence I can understand the confusion caused due to the dates provided.
  
  As such, I have sent you an email directly requesting the correct bank statements with the date range starting on 03/15/2024. Once we receive this information, it will be escalated to our Accounts team who will promptly re-issue the payment.
  
  Once again, our sincerest apologies that the service you have received is not up to our standards. We take these matters seriously and will be reviewing how we can improve moving forward.
  
  We appreciate you for raising this matter with us.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After sending my PlayStation 4 in the mail to Decluttr, the business claims that the box arrived empty. This is a week after the package arrived to their office.When I asked for a photo of the box on arrival, they ignored the question and said that I dont have enough information to file a proper claim. Therefore, they will not be paying me for the PlayStation. Their phone number doesnt work and every time I attempt to speak to customer service, a new person responds days later.This business is sketchy and I feel that Im absolutely being lied to.

  

  Business response

  04/03/2024

  Hi ******,
  
  Thank you for getting in touch.
  
  We are sincerely sorry for the inconvenience this situation has caused you.
  
  However, please allow me to assure you that we are a reputable company and have highly trained staff working in our Warehouse team. I appreciate that the package appears as delivered on the courier's tracking page, however, the Playstation 4 hasn't reached our warehouse. I can see that a colleague has requested photos of how the package arrived, please expect to receive these within the next 2 business days.
  
  Regarding placing a claim. I'm afraid that we cannot initiate an investigation with the courier without being provided with the necessary information. As per our terms and conditions, to initiate a claim we require the courier's receipt, the device's serial number and proof of purchase. Without this information, our Claims team will still attempt to raise the claim but it is more than likely that this will be rejected if the required information isn't provided.
  
  Once again, our sincerest apologies for any inconvenience or frustration caused.
  
  Best Regards,
  ****
  Decluttr
  

  Customer response

  04/03/2024

   
  Complaint: 21522584
  
  I am rejecting this response because:
  
  

  My primary complaint is the timing for all of these things. I was not contacted and informed that the package was damaged until after the 7 day period.

  Additionally, I have requested photos since the beginning of the process. Since those were not provided, I am meant to simply trust Decluttrs word that the items inside never arrived.

  Apologies, but a reputable company doesnt have a disconnected phone line and the actions and timeliness of this process makes me feel taken advantage of.

  I cannot trust or recommend Decluttr.

  Because this was a prepaid label, a receipt was not provided by the courier. However, I would like to note that weight of the package and the weight of a PlayStation - 6 lbs. - are the same.

  The error and penalty should not fall on the sender.

  Sincerely,
  
  *************************

  

  Business response

  04/03/2024

  Hi ******,
  
  Thank you for your prompt reply.
  
  Our couriers advise that parcels can take up to 7 business days to arrive at our warehouse, as we must follow their advice and respect their procedures, we cannot investigate this matter until that timeframe has passed. This is why we contacted you on 03/08/2024 to inform you of the missing console.
  
  As part of ******** Services, we don't have access to the parcel photos taken at warehouse. As such, we depend on other departments to provide us with this information. I'm sincerely sorry that you haven't received these photos yet, but please feel reassured that these have been requested for you.
  
  I'm unsure as to why our phone line seems disconnect, could you please confirm the phone number you have been calling?
  
  Apologies for any confusion caused. However, even with pre-paid labels couriers still provide receipts. These receipts are vital as they not only function as proof of dispatch but also as proof of parcel insurance. Without this information and the console's serial number, we cannot initiate an investigation with **** Please note that we advise in our terms and conditions that you must keep this receipt, additionally, these terms and conditions must be accepted and confirmed as read before placing an order.
  
  We are genuinely sorry that you feel like you have been taken advantage of, please feel reassured that this has not been our intention whatsoever. However, we must comply with the courier's timeframes and we cannot initiate an investigation with the courier without the necessary details.
  
  Best Regards,
  ****
  Decluttr

  Customer response

  04/03/2024

   
  Complaint: 21522584
  
  I am rejecting this response because:

  Thank you for your prompt response as well.

  I have attached a screenshot of the contact number on your site as well as my attempts to contact Declutter immediately following your initial email on March 8th.

  I understand that you are advised to wait a certain period, but this placed me, the sender, in an unfortunate situation.

  I appreciate your prompt responses now but throughout the process I was forced to initiate contact in order to get an update on my claim. I felt there was no efforts to remedy the situation and was again forced to trust Decluttrs word.
  

  Had I known a courier receipt and an IMEI number were necessary for a claim, I would have made sure to have both. However, looking at your mobile application again, the placement of this information is difficult to find and is not prioritized at all. It is on a drop-down menu and would need to be sought out by a sender-if they knew to do so. 

  Again I apologize for this formal complaint but given my efforts, I felt this was necessary.

  
  Sincerely,
  
  *************************

  

  Business response

  04/08/2024

  Hi ******,
  
  Thank you for your reply.
  
  Please don't feel the need to apologize for placing this complaint, it is within your rights and we appreciate you raising your concerns as this allows us to improve our service. If anything, we are truly sorry that we were unable to assist you with this matter more promptly.
  
  Regrettably, we must respect the courier's 7 business day timeframe before escalating this matter to an investigation or place a claim. We understand the unfortunate situation this has put you in and we are truly sorry for the stress and worry this must have caused, but unfortunately, the package's insurance is provided by the courier. As such, in order to place a claim we must wait that this timeframe has passed and respect their processes.
  
  When placing an order, a pop-up box appears requesting that you confirm to have read and agree to our terms and conditions, it is not possible to place an order without this being accepted. As stated in our terms and conditions, the courier receipt and serial number or IMEI for any device sent to us are necessary in case of a lost or stolen package. Without this information, we cannot place a claim with the courier. As such, we cannot be held liable for this information not being kept or recorded as it was requested and without this we cannot assist you further. 
  
  For more information please visit: Lost or Stolen Packages | Terms and Conditions (decluttr.com)
  
  We have fully investigated this matter and can confirm that the package did not arrive at our warehouse. Due to the package appearing as delivered in the tracking details, it caused confusion with our records causing us to provide you with incorrect information. Our apologies for this confusion. However, upon this being escalated to our Warehouse team who receives all orders, we can now confirm that this package did not arrive to us.
  
  Once again, please accept our sincerest apologies for the inconvenience, frustration and worry caused. We truly regret not being able to assist you further but this is not possible without the necessary documents.
  
  Thank you for your time and patience.
  
  Kind Regards,
  ****
  Decluttr

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am having an issue with Decluttr withholding payment for various media items that I sold to them earlier this month. Approximately two weeks ago, I used the official Decluttr iphone app to scan the barcodes of various DVDs, CDs and one book for purposes of determining the monetary amount that Decluttr would pay me for selling the items to them. I completed their process in terms of scanning the items and then shipping them using their dedicated shipping service. I was informed by their app after scanning all items that I would be paid $20.25. I received an email from Decluttr on March 20th stating that my order (#*******) had been received at their warehouse and that my items would be checked relatively soon. On March 21st, I received another email from Decluttr thanking me for sending them my items but that after scanning everything, there were some missing items. I responded that same day via email pointing out that they had already stated my order was received and that based on the way the items were shipped, it would not be possible for them to have received some of the items listed without receiving others. On March 22nd, I received another email from Decluttr stating that my Order was completed and that I would receive payment that same day. I sent a follow-up email on March 26th as I had not received payment. I was told that this was due to: 1) the PayPal email on file was not valid and 2) my PayPal account was not verified. I responded that same day and stated that my email address was properly linked and that I had never had an issue receiving payment. I also checked my PayPal account and confirmed that all payment methods were verified. On March 27th, I received an email from Decluttr stating that their accounts team would, "look into issuing the payment," and that this can, "take up to 48 business days." At this point, it appears to me that Decluttr is refusing to pay me for the items I sold to them for no valid reason.

  

  Business response

  04/01/2024

  Hi ******,
  
  Thank you for reaching out to us.
  
  We are sincerely sorry for the disappointment and inconvenience this situation has caused you.
  
  Looking into your order, I can see that a DVD and CD not passing ********* Assessment. This has deducted $0.20 from the order's total changing this to $20.05.
  
  Regarding the payment itself, I can see that the delay in the payment was caused due to us being provided with the incorrect PayPal account. The email address provided for the PayPal account in this order was ******************** which appears to have a typo. As this payment did not bounce back nor failed, our Accounts team has escalated this to PayPal to ensure that this $20.05 payment is re-issued to the correct email address.
  
  As soon as we have received confirmation from PayPal that this has been re-issued, we will update you via email.
  
  We truly appreciate your patience and our sorry for any inconvenience caused.
  
  Best Regards,
  ****
  Decluttr

  Customer response

  04/03/2024

   
  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

  03/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi I shipped my device to them weeks ago and I contacted them and they said they cant find it. The tracking they provided shows it was delivered to them and they said they never received anything . Please look into this it was a brand new phone and I dont want to loose it just because they cant find my device my order # is ******* tracking number in *** is 1Z867E8W9090693788

  

  Business response

  03/27/2024

  Hello ****, 

  Thank you for your email and sorry you have felt the need to make a complaint.
  

  I have had a look in to your order and can see that one of my collage has already been in contact. We did submit a claim due to the item not arriving with us. This claim was rejected, The reason it was rejected was theres activity within the tracking detail that indicates the item wasnt sent correctly against our T&Cs. 

  This has been reviewed by the claims management team and they have also rejected the claims for the reason above. 

  I understand that this was not the outcome that you wanted. 

  Kind regards

  Amanda 

  Decluttr 

   

   

   

  Customer response

  03/27/2024

   
  Complaint: 21487134
  
  I am rejecting this response because:
  I shipped my device to you guys the tracking shows delivered and no one helped me its been over 3 weeks.im confused to why they didnt receive it
  Sincerely,
  
  *************************

  

  Business response

  03/29/2024

  Hi ****, 

  I understand your frustration with the situation. 

  I had another look in to this for you, from what I can see the query is around the tracking we can see that the drop off for your item is showing in ******* but the tracking with ***  starts in *****. Please can you advise where the item was drop off?

  The item did arrived with ** but was just only cardboard pieces arrived. I have asked for further information from our warehouse, as they have marked the packaging down as not tampered. 

  I once I have the information from yourself I will be back to investigate this further. 

  Kind regards

  ******

  Decluttr

   

   

  Customer response

  03/29/2024

   
  Complaint: 21487134
  
  I am rejecting this response because:
  I dropped this off in ***** Ive tried contacting you guys multiple times and no one is helping its been weeks i sent over  my device and it shows delivered 
  Sincerely,
  
  *************************

  

  Business response

  04/03/2024

  Hi ****,
  
  Thank you for reaching out to us.
  
  We appreciate that your parcel appears as delivered in the tracking details. However, this has not arrived at our warehouse. In these cases we initiate a claim with the courier, however, the tracking information you have provided us with has been flagged due to this indicating that the item wasn't correctly sent against our Terms and Conditions.
  
  Due to this, we won't be able to raise this claim with **** Please contact them and provide them with your tracking information for assistance on claiming for your missing parcel.
  
  Our apologies that we cannot provide further assistance with this matter. We appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent Decluttr items valued at $164.61 which was confirmed as received by them. I have an order number and in the app the order status shows "We have received your items. Once they've been checked and processed, we'll make payment." However, it has been over a month and the order is still not processed. On Decluttr's website they indicate "fast payment" and that once an item is received they are fully processed and "this usually happens the day after they arrive".I've sent Declutter multiple emails to which they continue to respond that they won't help me because my name doesn't match the order. This is incorrect as I have provided screen shots from the app that shows the order number and a screenshot of my profile that includes my name. Below is the correspondence from Decluttr.Hi *******,Thank you for your email.Unfortunately, the information provided does not match what we have on the system.Please double-check your order number or get the person whose name is on the account to contact us.Please feel free to contact us if you have any further inquiries.Kind *********** ******** Services Hi *******,Thank you for your email.I have checked this for you and unfortunately, we have a different name against the order number that you have provided. Due to data protection, we can only discuss the order with the person whose name is on this I'm afraid. If they wish to contact us we will be more than happy to help!Please feel free to contact us if you have any further inquiries.Kind *********** ******** Services

  

  Business response

  03/26/2024

  Hello ************;

  Thank you for your email and sorry you have felt the need to make a complaint.

  After reviewing your previous correspondence with our **************** advisor(s), we would agree that the support youve received has not met our desired standards.
  
  When an issue is escalated into a formal complaint, all relevant chat transcripts and email threads are flagged to management to review with the relevant staff members in the interest of filling any gaps in their knowledge and improving their problem-solving skills.

  I have had a look into your account and can see that there was an item showing as missing, I have now corrected the system asked the  warehouse  to complete your order.
  
  You will receive your payment within the next 2 business days, thanks for your patience.

  Please feel free to contact me if you have any further questions 

  Kind regards

  ***********;

  Customer Complaints team 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Regarding Order #R982084642. On 3/15 I received an Order Dispatched notice for one of the two items in this order but with no tracking # and it is not received yet (that is 10 days ago), that item was the *************** Of Stars. The other item in this order was the CD Prophets, ************* for which there was no Order Dispatch notice (& was not part of the notice for the other CD). Can you provide the Tracking # for both? Also were both included in the same shipment even though not stated in the Order Dispatch notice. At this point considering neither received I should be issued a refund or sent replacements.

  

  Business response

  04/30/2024

  Hello ******,

  Thank you for contacting us.

  We are sincerely sorry to hear that you haven't received your order.

  We can guarantee you that these were dispatched successfully but upon looking into this further it appears that the parcel has been lost in transit. Unfortunately, we do not have any replacements in stock, as such, we have issued you with a full refund for your order. Please expect to receive this refund to your original payment method within the next 3 - 5 business days.

  Thank you for raising this matter with us, we appreciate your time and patience.

  Best Regards,

  ****

  Decluttr

  Customer response

  04/30/2024

   
  Complaint: 21481227
  
  I am rejecting this response because:  I had written to Decluttr on March 25th, almost immediately after making the BBB inquiry to advise them that the issue was MY error, I had received the items.  Unfortunately, you cannot cancel a BBB inquiry so that was my only option.  I did receive a Decluttr response thanking me for advising it was received and my error.  There was no refund necessary.
  
  Sincerely,
  
  *************************

  

  Business response

  05/01/2024

  Hi ******,
  
  Thank you for your reply and clarification.
  
  We are sincerely so sorry for the confusion caused by our reply and appreciate your honesty and clarification. 
  
  We will send you an email shortly with instructions on how to return this refund to us, please expect to receive this within the next hour.
  
  Thank you for your time and patience.
  
  Best Regards,
  ****
  Decluttr
  

  Customer response

  05/01/2024

   
  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

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payment Dispute - Lack of Response and Failure to Honor Agreement To Whom It May ********* am writing to file a complaint against www.decluttr.com regarding a payment dispute. Several months ago, I entered into an agreement with www.decluttr.com to sell them two electronic devices for a total value of just over $700. I shipped the items to them, and the postal service confirms that they received the package, as there is a signature on file.However, despite multiple attempts to resolve the issue, www.decluttr.com has failed to honor their agreement and pay me for the items. When I contacted them, they claimed that they had already made the payment, which is not true. I have thoroughly checked my records, and there is no record of any payment from them for this specific transaction.Additionally, I have noticed that www.decluttr.com has been responsive when it comes to other orders and payments, but for this particular transaction, they have been unresponsive. Their customer service is unreachable by phone, and they only respond to emails, which adds to the frustration and lack of resolution.I request that www.decluttr.com honors our agreement and pays me the agreed-upon amount for the devices. I also urge www.decluttr.com to improve their customer service and communication channels to prevent similar issues in the future.Thank you for your attention to this matter.

  

  Business response

  03/26/2024

  Hello *****. 

  Thank you for your email and sorry you have felt the need to make a complaint. 

  This payment for order 1521498 was successfully processed on the 09/11/2023 in the amount of $704. 
  

  I have had a look at your order and can see that you did contact us in early December and we were asking for a copy of your bank statement for us to be able to investigate this payment.  As previously stated we cannot see any information indicating that this payment has bounced or failed. As such, in order to assist you we require a copy of your bank statement which needs to include the account number and sort code as well as payment amounts and payment dates form the start of November to the end of December.  You may redact any other personal information.
  

  Once I have this information I will be able to investigate further for you 

  Kind regards

  ***********;

  Customer complaints team 

   
  
   
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent several boxes of DVDs to this business with a promise of being paid $ ****** for all of them. My order number with Decluttr is *******. I received an email from them on 3-14-2024 stating everything was received. Today upon inquiry as to where my payment is, Im told its being held up because items are missing. This seems to be a COMMON ploy by the business to either stall or avoid paying the agreed upon amount. Further, *** been asked to prove that the items were shipped when in fact THEY told me everything was received. Upon insisting to be paid the agreed upon amount of $ ****** theyve now gone silent with no further responses. I literally killed myself sorting, packing and shipping these DVDs using THEIR shipping labels and *** tracking system. Theyve confirmed everything was received - nothing is missing and now I would like to receive my fair payment as agreed to.

  

  Business response

  03/22/2024

  Hello *****,
  
  Thank you for reaching out to us.
  
  We are sincerely sorry for the frustration this situation has caused.
  
  We truly appreciate the time and effort you took to prepare and pack your order as we understand how challenging this can be with most orders, let alone for an order with more than 300 items. When parcels arrive at our warehouse they are scanned and an email is generated to confirm that the parcels have arrived. I'm sorry for any confusion caused by this, however, this email does not reflect that the items themselves have arrived to our warehouse, but only the parcels. 
  
  While processing your order, our Warehouse team wasn't able to locate 7 DVDs. Following your advice that all items were sent, I have contacted this team to ensure that they re-attempt to locate these items and to process the order as promptly as possible. As such, please expect this to be completed within the next 2 business days.
  
  Once again, our sincerest apologies for the inconvenience caused.
  
  We appreciate having you as our customer and the great care you take in preparing and sending your orders to us. Thank you for your patience and have the rest of a lovely week.
  
  Best Regards,
  ****
  Decluttr

  Customer response

  03/22/2024

   
  Complaint: 21465728
  
  I am rejecting this response because:

  I have sent ALL listed DVDs as originally scanned, none should be missing. However, if DeCluttr INSISTS that these few DVDs are missing, I am not going to go back & forth about it. As it is Im being offered a PALTRY sum for literally THOUSANDS of dollars worth of DVDs - many new and factory sealed. I sorted, packed & shipped these DVDs with great care using DeCluttr provided shipping labels and tracking numbers. *** indicates all items were received. I am asking DeCluttr to expedite payment of the agreed upon $ ******. If they want to say DVDs are missing, fine, take more money away and send me what Im due. Its ridiculous at this point honestly. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/22/2024

  Hi *****,
  
  Thank you for your reply.
  
  We are sorry for how this matter has escalated. 
  
  However, when items cannot be located we must confirm whether or not if these were sent. I appreciate that you have already provided us with this information and as advised in my previous message, I have contacted our Warehouse team to advise that all items were sent. As such, please expect your order to be completed and the payment released within the next 2 business days.
  
  Once again, we are sincerely sorry for the inconvenience and frustration this has caused.
  
  Thank you for your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer response

  03/27/2024

   
  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 although they did nitpick about supposed missing DVDs and reduced my paltry payment accordingly,  despite the value if the DVDs being in the thousands of dollars. ****** learned not to utilize this service in the future.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This seller (Decluttr) buys used CDs. I sold CDs to them and subsequently, they sent me pre-paid *** shipping labels in which to send them my CDs (I was to be paid $47.09 payment for my selling order #*******). I sent all (3) boxes via *** (tracking #s are below) AND confirmed all (3) boxes were received by the seller on 2/5/2024. I have been waiting for their payment to my PayPal account it has not yet happened. The seller has been unresponsive to my inquiries. The tracking numbers are as follows.1z867e8w9091531076 1z867e8w9097613940 1z867e8w9098461924 I was initially contacted by ******* from the seller's customer service ***** and confirmed to him via *** tracking that Decluttr DID receive my (3) boxes. Since that initial communication, I have not heard back from any of my follow on inquiries. When I check the sellers online system, the status of my account indicates: "WE HAVE RECEIVED YOUR ITEMS!" and the order status is listed as "processing".In response, I also posted negative reviews on the sellers web site and they posted a reply saying I WOULD receive "payment within 24 hours". That did not happen. The seller's reply also indicated they had sent me a private email in response - which also did not happen. I am looking for payment for the shipment of the CDs they purchased and received from me. Prior to this, I had (9) other selling orders with this seller and I was paid prompty. I have made repeated efforts to resolve this directly with the seller but my inquiries have gone unanswered. Also, the link on the BBB website to the sellers "Online Chat" system is no longer valid and their phone number is a constant busy signal.

  

  Business response

  03/14/2024

  Hi *******,
  
  Thank you for reaching out to us.
  
  First and foremost, we are sincerely sorry for any inconvenience or disappointment caused by your order with us.
  
  We appreciate the care you took in sending your parcels to us and for confirming the tracking information we requested. When the parcels arrived to us, some items weren't located, as such, we required this information to ensure that we had received all sent packages.
  
  Following your clarification, we have been able to locate your items and have completed your order. The $46.69 payment is due to be issued today and should arrive to your PayPal account within the next 1 day.
  
  Regarding the same-day payment promise, please note that we do offer this. However, if there are any delays or issues with processing, as it was the case with your order, I'm afraid we cannot guarantee this.
  
  Thank you for raising this matter with us, we appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr
  

  Customer response

  03/16/2024

   
  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.   They have paid me what they owed me.  Thank you so much, I never got a response before your involvement. 
  
  Sincerely,
  
  *************************

*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. ↩