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:01/25/2025

  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.

  Sent in a cellphone, Apple iPhone 12 that had been unlocked by the carrier and was in excellent condition. They claimed upon arrival that the phone was not unlocked and was only in good condition. They would only give me $19 compared to the $95 originally quoted.

  Business Response

  Date: 01/27/2025

  Hi ***,
  
  Looking into your order, I can see that our technical assessment team has found your item IPhone 11 (64gb) ******* instead of iPhone 11 (64gb) UNLOCKED
  
  If you are unsure as to what the revision reason means, you can find out more about this by following the link - **********************************************************
  
  I will also provide some extra links here, which hopefully explain our grading process: 
  Why do we regrade items? 
  My item has been regraded. Why is this? 
  I want to accept or decline your revised offer. How do I do this? 
  What is 'excellent' condition? 
  What is 'good' condition? 
  What is 'poor' condition? 
  
  We can assure you that we do have highly trained staff working in our technical assessment department and all revised offers are reviewed by a senior member of staff to ensure against any oversights.
  
  We do our best to try and match your original quote however, in this case, the device was sent in a different condition than originally specified, which means we have had to revise the initial quote. We understand that you may not have been aware of your device not being unlocked before sending which is why we offer to return your device, free of charge.
  
  I hope this explains the reason for the revision of the price for you, apologies for any confusion and have a lovely day.
  
  Kind ****************************

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22858141
  
  I am rejecting this response because:
  This phone was unlocked by the carrier and had been in use with another provider until I cancelled their service.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/28/2025

  Hello ***,
  
  We can guarantee that our technical assessment department is staffed with highly trained professionals who have determined that the device is locked to ********
  
  As you have already accepted the revised offer, there is nothing more we can assist you with. The payment was processed on 23/01/2025 and should appear in your account within one business day - please check that the bank details you entered in your account are correct. You will also receive an email confirmation once the payment has been finalised.
  
  Kind regards
  Customer Services

• Initial Complaint

  Date:12/22/2024

  Type:Billing 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 some music CDs to this company. They acknowledge receipt and processing but have not paid the agreed amounts. The attached statements claim 'payment has been sent' but I never got any payment from this company. I double-checked my account numbers before entering data for direct deposit. There is no clear explanation for why they haven't paid me. Thanks for any help.

  Business Response

  Date: 01/08/2025

  Hello *******,
  
  Concerning your orders ******* and *******. We attempted to make payments however they have both bounced. In order for us to process your payment as soon as we can, we require you to update your bank details on your account.
  
  To do this, go to My Account and click on the Profile tab. Once there, scroll down to the ******* Details section and sign in using your login details to view your bank information. Finally, click Edit and fill in the fields with your account details so we can send your payment.
  
  Once youve managed to update your banking information, please let us know so we can pay the funds back to your account. Youll receive an email once your payment has been sent.
  
  Wed like to apologise sincerely for any inconvenience caused by this matter.
  
  Kind ****************************

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22721794
  
  I am rejecting this response because: If Decluttr tried unsuccessfully to send payment to my bank accounts, why did ********************** not IMMEDIATELY notify me of the problem? Their offer sounds like another step in the scam to avoid paying me. There is no method on their website to confirm if my bank account information is correct ... I can only enter new bank information, which will give them another chance to avoid paying what they owe me. 

  They need to send a paper check to ******* D *******, at *****************************

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

  Business Response

  Date: 01/13/2025

  Hello *******,
  
  I hope this message finds you well.
  
  Concerning the payment of *******, we contacted you on November 5, 2024, to inform you that the payment had not been successful. Please find the ticket number reference 6985315.
  
  As for the payment of *******, we reached out to you on November 4, 2024, to notify you that the payment had also failed. The ticket number reference for this is 6985317.
  
  I would like to assure you that we are a reputable company with a 4.3-star rating on Trustpilot.
  
  Unfortunately, we do not issue cheques, so we kindly request that you update your payment details so we can proceed with reissuing your payments for orders ******* and *******.
  
  Kind regards
  Customer Services

• Initial Complaint

  Date:11/30/2024

  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.

  11/20 I paid for an item. I've had no shipping updates from it for over 10 days. I've reached to the seller to ask for some and all I get is generic presaved messages in the times I've requested an update or a refund since nothing has arrived and appears lost in transit. Seller refuses to do anything.

  Business Response

  Date: 12/03/2024

  Hello *****,

  
  Thank you for your email and sorry you have felt the need to complain.
  
  Before we can take a look into this further, we will need you to confirm your order reference.
  
  If your complaint is in regards to a selling order, your order number will be 7 digits long and can be found in your online account or on your confirmation email.
  
  If your complaint is in regards to a store order, the number will have the format RXXXXXXXXX. This can also be found in your online account or on your confirmation email.
  
  If you cannot find your order reference, please confirm your full name, the first line of address and postcode and we can try to locate your order for you.
  
  We look forward to your response.
  
  Kind regards,
  Customer Complaints
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22621248
  
  I am rejecting this response because:
  ************** (this is one of three orders in limbo that have yet to arrive. 

  ************** (this hasn't moved in 4 days and your customer service agents have been zero help)

  ************** (third order that finally was partially refunded so you still have some of my money I want the items. Haven't moved in 12 days)

  Sincerly,
  
  ***** *****

  Business Response

  Date: 12/10/2024

  Hello *****,
  
  Thank you for sharing the details. I would like to clarify the status of your orders **************, **************, and **************.
  
  For order **************, it appears that the item was lost in transit, and we attempted to process a refund. However, since a case has been opened with ***** we are unable to issue a refund while this case is active. It would be advisable for you to contact **** directly and request the closure of the case so that we can proceed with the refund. Alternatively, you may wait for **** to resolve the case and provide the outcome. We are very sorry for any inconvenience caused but please let us know how you wish to proceed.
  
  Regarding order **************, I see that the parcel was sent via DHL with the tracking number: ******************************. The tracking indicates that it was delivered on 04/12/2024 to the specified address. Could you please check with your neighbours to see if they might have received the parcel on your behalf? If you are unable to locate the parcel with a neighbour or in your designated 'safe place,' please inform us.
  
  As for order **************, we identified an error in processing your refund, but this has now been corrected, and the full refund has been issued. You should see this reflected in your payment method within the next 2-3 business days.
  
  Kind regards
  Customer Services
  

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising 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.

  **** order was never fulfilled. Item not received. Seeking full refund.

  Business Response

  Date: 10/30/2024

  Hello *****, 

  Thank you for your email and sorry you have felt the need to make a complaint.
  
  I have logged your complaint within the business and your complaint reference number is MC6979126A

  After reviewing your account I can see that your item was dispatched but has been lost in post. I have arranged for a full refund to be issued to you. 

  We refunded $14.38 to ***** who then re-allocate the payment from there and this process can take up to 24 hours.
  
  If you have yet to receive your refund, it may well be worthwhile contacting eBay customer services or your bank for further information.
  
  Please feel free to contact us if you have any further queries.

  
  Kind Regards,
  ******
  Customer Complaints 
  
  

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: the transaction amount was $15.24 and I do not see a refund posted to my account. Below I will include the original transaction detail. Would you please confirm the date and amount of the refund? Any transaction details that would accompany the refund would also be helpful. Thank you for your help!
  
  

  Transaction details
  **** 0***************
  ***********
  $15.24
  Completed 04/11/2024
  TRANSACTION INFO
  Transaction type
  Purchase
  Transaction date
  04/10/2024

   

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

  Business Response

  Date: 11/06/2024

  Hi *****,

  Please accept my sincere apologies for the refund issue.

  We have tried to issue payment however, the payment has bounced back to us. As this was purchased through ****, we do not have access to your payment records, we refund to **** who then reallocate the funds. Due to the length of time that has passed, the payment details anonymize to protect the buyer.

  So we can issue a full refund for order US14608278, please can you confirm your ****** email address or bank details?

  Kind Regards

  Customer Services

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22481002
  
  I am rejecting this response because:
  pending refund.

  Hello, my ****** email address is ***********************  

  Thank you very much for your help!

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

  Business Response

  Date: 11/08/2024

  Hi *****, 

  Thank you for confirming the ****** address,

  I have asked our account team to issue the refund to the ****** that was provide, As the funds clear the next working day, this means your funds will clear into your account on Monday.
  
  Apologies for any confusion caused and have a lovely day.
  Kind Regards
  ******
  Customer Complaints 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: I have not received a refund. Would you please confirm the refund payment has processed? The last message said it would clear on Monday but it hasnt. Thank you!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/14/2024

  Hello, 

  Please accept my apologies for the delay in the payment being made. 

  I have spoken to our accounts team and they said that it had bounce back, they have re-issued this again today for you. Please can you check that your ****** account is set to receive money. 

  Kind regards

  Customer Complaints 

   

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: partial refund received. Good day, I can confirm the receipt of $14.38 - thank you! Would you please also refund the tax? Total purchase amount was $15.24, so please also refund an additional $0.86 to complete the refund? Attached is an image showing the total - thank you!
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: I am rejecting this response because: partial refund received. Good day, I can confirm the receipt of $14.38 - thank you! Would you please also refund the tax? Total purchase amount was $15.24, so please also refund an additional $0.86 to complete the refund? Attached is an image showing the total - thank you!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/15/2024

  Hi *****, 

  I have checked and we have only been paid $14.38 by **** and that is all we can refund and have refunded to ****. 

  You would need to contact **** directly if you think that you have paid more. 

  Kind regards

  Customer Complaints

   

   

• Initial Complaint

  Date:09/24/2024

  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.

  As the *** tracking shows, my package was delivered to Decluttr AND SIGNED FOR by ***** ****** a warehouse worked employed by Decluttr. Decluttr claims the package was never received and claims fraud. Clearly the package was received **** tracking 1Z867E8W9090965725) on Sept 03 2024.

  Business Response

  Date: 09/25/2024

  Hi Ismail,
  
  Thank you for your message.
  
  As previously communicated in our emails, we have conducted a thorough investigation with UPS regarding this matter. The findings of this investigation have determined that the order in question is fraudulent, attributed to a discrepancy in the weight of the package.
  
  I understand that this may not be the resolution you were anticipating, and I sincerely apologize for any disappointment this may have caused. Nevertheless, please be informed that this decision is final.
  
  Thank you for your time.
  
  Best Regards,
  Sara
  Decluttr
  

  Customer Answer

  Date: 09/25/2024

   
  
  Complaint: 22331505
  
  
  
  I am rejecting this response because: The business claims the package was not delivered, however it was and signed for. Regardless of the receipt weight, the package should be checked to confirm the contents. If UPS has an error with their package weight, but the package was received by Decluttr, then WHATEVER the contents of the package, they are still in the custody of Decluttr and as such Decluttr is responsible. 
  
  
  
  Sincerely,
  
  
  
  Ismail Saifudin

  Business Response

  Date: 09/26/2024

  Hi Ismail,
  
  Thank you for your reply.
  
  Despite the package being marked as delivered, this did not reach our warehouse. This is precisely why our Claims team initiated an investigation with UPS.
  
  Following this investigation with UPS, it has been concluded that the order is fraudulent. As UPS have rejected the claim, we are unable to re-open this or provide you with compensation.
  
  I am very sorry to inform you that this is our final decision with regards to this matter. We have investigated and reviewed this case thoroughly and our stance will remain on this occasion.
  
  Best Regards,
  Sara
  Decluttr

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: 22331505
  
  
  
  I am rejecting this response because: As the package was signed for, by Barry Kelsey, it must have reached the warehouse and been lost or stolen after UPS dropped it off. A simple linkedin search returns Kelsey as a warehouse worker at Decluttr. How else would UPS know the name Kelsey.
  
  
  
  Sincerely,
  
  
  
  Ismail Saifudin

  Business Response

  Date: 10/04/2024

  Hello IsmaiI,

  I have thoroughly reviewed your complaint and the correspondence you and Decluttr exchanged.
  
  Regrettably, I must inform you that this constitutes our final decision regarding the declined claim. We have conducted a comprehensive investigation and review of this matter, and our stance will remain unchanged at this time. As previously indicated, we have not received the item, and our communication with UPS has verified that the weight would be accurately recorded at the time of drop-off. Consequently, if the weight appears to be insufficient, you may notice it listed as 6 lbs on the website, which is the default weight utilized by them.
  
  Please accept our sincerest apologies for any disappointment and distress this situation may have caused. Our decision is final, and we will not be able to provide further responses.

  Kind regards

  Amanda 

  Customer Complaints 

   

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22331505
  
  
  
  I am rejecting this response because: UPS does not show lost, it shows delivered. Regardless of weight. That means its lost at the destination warehouse\receiving area. 
  
  
  
  Sincerely,
  
  
  
  Ismail Saifudin

• Initial Complaint

  Date:09/15/2024

  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.

  Mailed product and received no payment as of today . Still waiting after1 mo

  Business Response

  Date: 09/17/2024

  Hello April. 

  We're sorry you have felt the need to make a complaint regarding your Order.

  Upon reviewing your order, it has come to our attention that our attempt to process your payment was unsuccessful. We kindly request that you verify and update your bank details to ensure their accuracy. To do so, please navigate to My Account and select the Profile tab. Once there, scroll down to the ******* Details section and log in using your credentials to access your bank information. Finally, click on Edit and complete the fields with your account details so that we may proceed with sending your payment.
  
  Once you have successfully updated your banking information, we would appreciate it if you could inform us, enabling us to process the funds back to your account. You will receive an email notification once your payment has been dispatched.
  
  At this time, we regret to inform you that we do not offer checks as a method of payment due to the geographical constraints of our accounts team; this option has been unavailable for over a year.
  
  Please do notify us once you have updated your details, and we will be able to facilitate the payment for you.

  Kind regards

  Amanda 

  Customer complaints 

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22289672
  
  I am rejecting this response because:

   

  My name is ****** **** . I still have not received a refund from declutter. They make it impossible to edit on line . Please I  need them to send a check or gift  card immediately . Please contact them Im done with this mob organization. Thank you ****** **** . 

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

  Business Response

  Date: 10/04/2024

  Hi April, 

  I am sorry to hear that you have not received a refund. 

  I can see that the customer service team have already advised that we are unable to send a check as we no longer work with checks and we do not have a gift cards. 

  It would only be processed to a bank account or a ****** account. This has been the case now for over a year that we do not send checks out. 

  Please can you let me know if you are able to provide a bank account or ****** account and I can get this refund sorted for you.

  Kind regards

  Amanda 

  Customer Complaints 

   

   

   

  Customer Answer

  Date: 10/08/2024

   
  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,
  
  ****** **** .. pls send payment to my pay pal acct ( **************** thank you!  ************

  Customer Answer

  Date: 10/16/2024

   

  Dear BBB of GA . At this point I still have not  received my 27 $ from declutter I provided information to them to verify its ok to use pay pal 2 wks  again still nothing.. I cant do anymore. no more  please tell me whats next . This  is getting old . Aprill Ward 

  Sent from the all new *** app for iOS

   

  Business Response

  Date: 10/16/2024

  Hello April,

  I am sorry to hear that no one has got back to you. 

  Yes we can use your ****** if you please can provide this and check its set up to received payment then we can get this sorted for you 

  Kind regards

  Amanda 

  Customer service 

   

  Customer Answer

  Date: 10/18/2024

  Declutter is asking me to Download pay pal I have  the pay pal app.. just put my email address in the app and send

  my money and I will accept . Im  not sure what  else they want me to do? Pls advise. Thank you ****** **** . **********************! 

  Business Response

  Date: 10/21/2024

  Hi Aprill,

  I can see your payment for order 1602263, bounced back to us on 08/23/2024.

  We advised that you must update your bank details before we reissue the payment to ensure we are sending the ***** to the correct bank details. Upon checking your account, I can see that the bank details you provided via email, do match the ones we have on file so we will now re-issue your payment, please note this may take up to 24 hours to clear in your account but they should appear within 1 business day.

  Thanks very much for your patience and we apologize for any inconvenience caused by the delay.

  Kind Regards
  Customer Services

  Customer Answer

  Date: 10/22/2024

  I have sent declutter my email address and phone number to receive a pay pal payment so far nothing . I ll just file a claim.this is sad its only 27 dollar there business must be dealing with consumer fraud (**********************)email address phone ************ . Thank you ! 

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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.

  In January of 2023 I sent in two items to this company to get a trade in amount of 160 dollars for a used ps4 and 60 dollars for used apple wath. Both items were sent in in the condition we agreed upon which was used but good condition. Once they recieved the items I got an email saying both items were broken and I would only be given 15 dollars for the watch and 7.50 for the ps4. The watch was old so I didn't care but I told them it was fine when I sent it. The ps4 was fine as well and i denied their offer of 7.50 and asked for them to return the PS4. The item they returned was not the ps4 i sent as i had records of the serial number and the ps4 they sent was damaged NOT THE WAY I SENT IT. i tried to reach out to the company numerous times without any success. This has been an ongoing issue. I am in themilitary and relocated to ** so finally having time to file a claim.

  Business Response

  Date: 09/13/2024

  Hello ****

  I am sorry to hear that you wish to make a complaint. 

  I have had a look at your account and can not see any contact from your regarding you receiving the incorrect device back. Please can you advice when it was that you have contacted us. As this order is from Feb 2023 I am unsure why its taken so long to raise this? 

  I look forward to hearing from you 

  Kind regards

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

  Customer Complaints. 

   

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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.

  The company is stating that the phone I ordered from them is not the same phone I sent in for repairs. They also, messed around for almost three weeks, making me think they never received the phone and then come up with this story all of the sudden after dodging my questions. Please help to resolve this. Its too much money to be out of and I had to get another phone and another phone line because they took so long just to tell me a lie. Originally paid them $1011.14, got a refund because faster shipping didnt work out for $15. Then had to pay to ship it back to them for $43.23. So, I am asking for ******* refund.

  Business Response

  Date: 09/06/2024

  Hi *********,
  
  Thank you for reaching out to us.
  
  First and foremost, please accept our sincerest apologies for the situation caused.
  
  Our Tech team has reviewed this situation and has confirmed that we have received the correct device. As such, a full refund was issued and is expected to reach your original payment method soon.
  
  This confusion was caused due to the device having two different IMEI numbers. Please accept our sincerest apologies for the inconvenience this has caused.
  
  We appreciate your time and patience.
  
  Best Regards,
  Bea
  Decluttr

  Business Response

  Date: 09/24/2024

  Hi *********,
  
  Thank you for getting back in touch with us.
  
  I'm sincerely so sorry to hear that this issue has not been resolved. 
  
  In instances where payments are returned or fail, we receive a notification from the bank. Upon receipt of such notification, we are able to proceed with the re-issuance of payments or refunds.
  
  In the absence of a notification regarding a failed payment from the bank, it is necessary to escalate the matter to our Accounts team, as we are unable to re-issue payments without formal confirmation of the failure.
  
  As we have not yet received this confirmation concerning your refund, the matter has been escalated to our Accounts team. I have reached out to them for an update on the status of this issue. We will inform you via email as soon as we have any further updates.
  
  Our apologies for the worry and inconvenience this has caused, your patience and understanding are appreciated.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:07/28/2024

  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 scanned a total of 51 books and dvds to be sold to declutter for ***** I checked each item to make sure the correct dvds were with matching dvd box and books were not stained,ripped wrote on had water damage etc I then packedthem in the box with the packing list and label they provided me after a few days i received a emailed stating that they paid me 2.75 stating that only 9 items were of use and then asked them to shipped my items that were unusable back to me and that i would pay for the shipping cost after waiting days for a response I was told no they dont do that that they recycle the items I find this to be unacceptable why would i waste my time scanning packing driving across town to have it shipped for 2.75 and then be told I cant have them items Im not getting paid for back even if i paid for shipping How do i k ow your even recycling the items There are other apps like Declutter but they offer to ship your unwanted items back I would like my 42 items back or pay what you said originally , I; unfortunately have shipped another order to them before i knew this was how the return policy works I shipped it a week ago and have yet heard anything about said order

  Business Response

  Date: 07/29/2024

  Hi *********,
  
  Thank you for reaching out to us.
  
  We are sincerely sorry for any disappointment or frustration caused by your order's quality assessment.
  
  When items arrive at our warehouse, they are evaluated by our Media Quality Assessment team. Unfortunately, when your items arrived to us, 42 items were detected as having damaged artwork.
  
  The term 'damaged artwork' applies to any damage or deterioration of the visual design of an item. This can include creases, scratches, tears, fading, discoloration, stickers, or any other form of damage that affects the appearance of the artwork on the item.
  
  In this case, these 42 items were detected as having some form of 'damaged artwork', as such, we won't be able to review this decision nor provide payment and accept the items as we cannot accept items under this condition. As per our terms and conditions, rejected media items of an individual price below $15 are responsibly recycled. For more information on our quality assessment, please visit: ************************* Items | T&Cs | Decluttr
  
  Regarding order *******, I can confirm that we have received your parcel and this is currently under assessment. Please expect an update from us via email soon.
  
  Our apologies for any inconvenience caused, we appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22056034
  
  I am rejecting this response because: on my order you just processed there was 98 items you say 42 of them were no good its funny because i checked each dvd before i sent it and they worked fine for me Its also a issue when you have so called recycled almost 100 of my items There are other apps that offer the same service as yours however they pay the amount quoted and then recycle your items not recycle them and then not give you anything for them This is a total scam as i read all the other complaints obviously your not out to keep your customers happy I would like some kind of compensation for the 80+ items you recycled I could have sold them at a garage sale had i known this is how you conduct your business its almost like stealing because because i have no way of knowing what really happens to them and you refuse to ship them back even if i paid the shipping charge doesnt seem right to me
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/01/2024

  Hi *********,
  
  Thank you for your reply.
  
  Could you kindly clarify the order number of the order you are referring to? From looking into your account I can see that you've placed two orders with us this year: ******* and *******.
  
  With order ******* there are 93 items where 47 were rejected due to the items being detected with the following faults: 'Damaged Artwork', 'Damaged Disc', 'Staining/Water Damage' and 'Damage/Torn'. Whilst with order *******, there are 51 items where 42 were rejected due to 'Damaged Artwork'.
  
  Thank you for your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22056034
  
  I am rejecting this response because: The order number is 1599525 I also have several more items in my basket but i think ill just keep my items and sell them back to another company in which offers to have my items shipped back if rejected not recycled, I checked those items you say what you want but the disk worked just fine for me you threw away almost half of my order so I'll just sell them in a garage sale or on another app,at this point im losing more money to you than anything
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/05/2024

  Hi *********,
  
  I appreciate your rejection to my reply, however, I am not able to provide you with further assistance without a clarification on which order you were referring to in your previous message.
  
  Order ******* has a total of 93 items, out of these 93 items 47 were rejected as they did not pass our quality checks. Whilst order ******* has 51 items, out of these 51 items 42 were rejected for the same reason. 
  
  In your previous reply you mentioned that out of 98 items, 42 were rejected. Could you kindly confirm the order number for the order you are referring to?
  
  When items arrive at our warehouse, they undergo a quality assessment. I'm afraid that when your orders arrived to us, the items did not pass this assessment. For more information, please visit: ****************************************************************************************************************************;
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22056034
  
  I am rejecting this response because:There was a question from the business last message so im here to answer said question,Its order#

  1599525
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/06/2024

  Hi *********,
  
  Thank you for your clarification.
  
  As previously advised, the items from this order were detected as being damaged which is why these were rejected.
  
  We have followed both our internal procedures and terms and conditions accordingly while assessing your orders, as such, I'm afraid that we will not be able to provide you with further assistance in this case.
  
  For more information, please refer to: ***********************************************************************************************************************
  
  Thank you for your time.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:06/26/2024

  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.

  On 6/5/24 I sent 85 Music CD's to Declutter. CD's included cover "art work" as requested. I was advised that my items were rejected and would be recycled for failure to provide art work. I requested my items be returned.

  Business Response

  Date: 06/28/2024

  Hello Tokay,

  Thank you for reaching out to us.

  We are sincerely sorry for the disappointment caused by the items in your order being rejected.

  As per our terms and conditions, CDs will be rejected "if the cover, the disc artwork and/or the sleeve notes are defaced in any way" and if books "have significant damage to its corners/edges". Additionally, we also advise in these terms that we are unable to return media items if their individual evaluation is below $15.

  For more information, please visit: Quality ********** ****** items) | T&Cs | Decluttr

  As I understand that this was your first order and you weren't aware of these terms and conditions, I am happy to offer you a $5 good will gesture as an apology for the disappointment caused.

  We appreciate you for raising this matter with us.

  Best Regards,

  ****

  Decluttr