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:08/21/2023

  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.

  On 7/27 I shipped my 2022 M2 13" MacBook Air to Decluttr for sale (selling order: *******). The item was processed and accepted on 8/2 and payment was supposedly sent on 8/3. The accepted payment value was $740.00. After 7 days, I followed up with Decluttr regarding this payment that I had not received. On 8/11 Decluttr asked me for a copy of my bank statement to which I responded (on 8/11) with my bank statement (including account numbers) and a screenshot of my recent banking transaction. After no reply, I then followed up via email on 8/14, 8/15, and 8/18. I also started a new claim on 8/16 to obtain a response. I have received no contact from the organization since 8/11 and am still missing the payment.

  Business Response

  Date: 08/22/2023

  Thank you for reaching out to us regarding your order. 

  I have had a look into this, and can see that we issued payment for your order, on 3rd August. 

  This payment bounced back to us after a few days, and the bank stated the details provided were incorrect. As a result, we kindly ask for you to update your details via MyAccount on our website. 

  Once this has been done, please notify our **************** Team, and we can reissue the payment as quickly as possible for you. 

• Initial Complaint

  Date:08/20/2023

  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.

  In August 7, 2023 I sent my ipad **** 256 GB 4th Gen **** and 4G to sell to Decluttr with a shipping label(***) they sent to me. The ipad was in perfect conditions no scratches just like new. I visited ******* store so they can pack with the appropriated package and I paid for the Fragile Package. They sent the ipad and when Decluttr received the ipad was broken on the screen. I wrote back to them telling when I sent the ipad was in perfect conditions that I need help to make a claim with *** because have to be broken in transit and ***** (Decluttr employee) told me (by chat and I have the conversation) the ipad wasnt broken in transit. I told her if wasnt broken in transit have to be broken in their hands because I send it in perfect conditions and how she can be so sure that wasnt broken in transit. At the end of the day I never received any help from them they just offered $46 instead of the $478 that they were supposed to pay me. I request the ipad be shipped back and when the ipad arrived comes in a worst conditions than they received it. I have pictures and video when I pick the package. I contacted Decluttr they didnt aswered to me. *** isnt helping me either because for them the shipper was Decluttr because they were the ones who buy the shipping label from them. Now Im stuck without the money and a broken iPad. The order number is *******. This isnt fair. Im attaching pictures how was my ipad before, the pictures that they sent in how the received the ipad and how I received the ipad back.

  Business Response

  Date: 08/23/2023

  Thank you for reaching out to us regarding your order. 

  I am very sorry to hear that the item has been received back in a different condition than it was it when you sent it to us. From reviewing the images we took of the device when it arrived, I would like to assure you that there was no crack on the screen when we received the item, or dispatched this back to you, and therefore we do believe this has occurred in transit. 

  Whilst we investigate this further, please can you return the item back to us, using the attached label? We will be offering the full original offer of $478.80 on this occasion due to the additional damage which has occurred.

  Please retain proof of postage when sending, to ensure you have a receipt from the courier for this. 

  Customer Answer

  Date: 08/23/2023

   
  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:08/18/2023

  Type:Sales and Advertising 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.

  Ive done business with this company one other time and had to involve the bbb. I thought, perhaps it was just a fluke and thought Id try them again. Shame on me. I mailed out several boxes of new DVDs to Decluttr several weeks ago. Ive been told that they would be sending payment but its been several weeks and I havent heard anything.

  Business Response

  Date: 08/25/2023

  Please accept our apologies for the delay. 

  We have reviewed your order and can see this was incomplete due to several missing items. We checked the tracking references linked to the order and only 6 references were active and these were all received.

  Nevertheless, I have asked our Claims Team to complete your order as soon as possible to ensure full payment is made for the accepted and missing items. 

  We are very sorry for the delay, we hope this has not deterred you from using our services again. 

  Customer Answer

  Date: 08/29/2023

   
  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 as long as they follow through and make payment of $333.67. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/17/2023

  Type:Order 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 device to sell them. They refused it saying bad imei when l was using it so know it wasn't. Now won't pay me or send back device. Wont answer emails.

  Business Response

  Date: 08/18/2023

  We are very sorry you have felt the need to make a complaint regarding your order.

  From looking into this, I can see the device you sent us was tested using the serial number, and came back showing it had Bad ESN. This indicates there are outstanding bills due on the device, or it is currently under contract from a Mobile Network Provider.
  We cannot accept any items with Bad ESN, and we return any Bad ESN items to the customer once we have rejected the item. 
  Your item has been returned to you, to the address on your order, via the tracking 1Z867E8W0396108027, with UPS. 

• Initial Complaint

  Date:08/17/2023

  Type:Delivery 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.

  This complaint is being filed in regards to the online company Decluttr. On July 17, 2023 I created a buyback order #******* using the Decluttr app for the amount of $82.64 for 36 items. I shipped the order on July 19 using **** Ground Advantage. The tracking number was **********************. I have included a picture of the receipt. ****.com tracking states that the item was received by Decluttr on July 24. I inquired by email on August 3rd to see if they had received the package. They claimed not to have received it and said they could not track it because it was sent by **** and not **** I said that I had shipped an order by **** Media Mail in 2019 and it was accepted and payment was received in about a week. They told me to contact **** and file a claim on it. I did so and **** could confirm that the package had arrived at the Decluttr warehouse on the correct date according to shipping status. I then emailed Decluttr back with what the **** told me and have received no reply back from them in a week. This leads me to believe that the package was either lost or stolen by the Decluttr company and implies negligence on their behalf. I have included all of my email correspondence with my complaint. Thank you for your time,*******************.

  Business Response

  Date: 08/18/2023

  Thank you for reaching out to us in regards to your order to sell some items to us. 
  From looking into this, and the image provided, I can see you have not sent this order to us using the prepaid, fully insured service we offer. 

  We advise against paying and sending any order using an alternate shipping method, as we have no way of locating these packages, or linking them to a specific order.

  Having checked, you selected to send your order via *** which was a prepaid completely free sending method, that was fully insured. You appear to have chosen to pay to send the package via an alternate courier, and therefore we have no way of linking the tracking number on the parcel to the order you have created on our system. 
  Please confirm, have you written the order number on the parcel? 

  If not, as we have no record of the tracking number arriving on our systems, we cannot guarantee that you would receive payment, as we do not appear to have received your order, and the insured shipping method we offered was not used. 

   

  Customer Answer

  Date: 08/21/2023

  Thanks for the response. I am aware that I did not use the *********** to ship my order, as the nearest drop-off is about 20 miles from here. I was hoping by shipping **** that the items would arrive sooner and would also provide myself a better method of tracking the package. After contacting the company I was advised to follow up with **** in regards to tracking the package. I was directed to a link in order for someone to track it down. A case was opened and I have included a screenshot from the email that I received from the ******** post office, confirming that the package was delivered at the specified time indicated by the **** tracking service. I have also included two pictures of the receipt from December 30, ***************************************************************** which the order was accepted and paid for. However, part of the tracking number has faded and it is probably too old to be in **** records but it is the only package that I had ever mailed to ********,**. I was satisfied then and determined that I would use Decluttr again if I had more items to sell. This led me to believe that I could use a shipping method other than **** I understand that the order is made using a specific code for tracking and that according to the app it states that it hasn't been shipped yet, but **** confirmed that it had arrived there. The buyback ID was ******* and when I shipped it from the post office I had the number and the address written down and showed it to the clerk. It should have all been included on the label that she printed. I don't know what else to say. I have provided all of the information that I have and am baffled by these events.

  
  

  Thank you for your time,

  
  

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

  Business Response

  Date: 08/23/2023

  Thank you for your response.

  We have investigated this internally, and located the parcel, therefore the order is now being processed and you should receive an update, and payment shortly. 

  I am very sorry for the delay, however we can confirm the order number was not written on the label. If you send any further orders via your own shipping method please can you ensure that the order number is written on the packaging directly, rather than the label, so our team know which order this links to, in case the courier forgets to place this information on the label?

  Our ******* services are fully insured for all orders, so long as you retain proof of postage, therefore we would recommend using these as this is the fastest method of sending out items. 

  Customer Answer

  Date: 08/24/2023

  Thank you for responding to my last message. I have accepted this resolution to the problem. I have received payment for the buyback order. I apologize for the confusion that was caused on my behalf and was unaware that the order number was not on the package. If I decide in the future to conduct business with Decluttr again, I will be sure to use the *********** as per company terms. I regret that it came to this but am satisfied overall with how the company has handled everything in a very professional manner. 

  Thank you for your time,

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

• Initial Complaint

  Date:08/11/2023

  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 decided to try this service. The way it suppose to work is you send a product to sell to them. They evaluate it and give you an offer. I sent my Apple Watch to them on Tuesday August 8 2023 and *** tracking confirms they received it august 9 2023. Its now Friday august 11 and they claim they still have not received the my item and therefore can not evaluate it or return it. But I have proof they received my item. I simply want my item back or to be compensated for my item the full cost of replacement

  Business Response

  Date: 08/14/2023

  We are very sorry that you have felt the need to make a complaint about your order. 

  From looking into this, I can see that we received your item on 10th August. The item was then assessed and checked following our standard process, and was found to have an issue, as it would not pair. As a result, we believe the software on the device to be faulty, and could only offer our "Poor" condition price for the device. 

  You rejected this offer, and we have therefore returned the item to you via the address on the order. This has been returned via *** with the tracking number 1Z867E8W0390478951.

  We are very sorry for any disappointment however as the item would not pair, we could not offer any additional payment than the reduced price. 

• Initial Complaint

  Date:08/10/2023

  Type:Delivery 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 ordered 2 CDs, Led Zeppelin's Houses Of The *************** Order R579297887 8/6. I did so because description showed them as **** releases, remasters of originals. However, I received older **** & **** CDs but housed in the **** **************** Whoever sold them to you replaced **** CDs with older ones. They are useless to me, had them, intent was to replace them with more current versions.

  Business Response

  Date: 08/11/2023

  I am very sorry to hear that you have ordered 2 items from **, and they do not match the description provided on our website. 

  From looking into this, I can see that our **************** Team have responded to your query, and issued a full refund for both items, without the need to return these. 

  I am terribly sorry for any inconvenience, and can assure you we work hard to ensure all items are to the best quality and described completely accurately on our website. It appears there was some confusion surrounding the dates on these items, and I will escalate this feedback over to the relevant department to prevent this from occurring in the future. 

  Customer Answer

  Date: 08/11/2023

   
  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:08/02/2023

  Type:Order 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 sold my cellphone to Decluttr. They said they paid me but I never received the funds. They are not helping me to resolve the issue. They say it's my responsibility to prove I didn't get paid. I have provided statements and made several good faith efforts to resolve the issue, but to no avail.the company has not communicated any attempt to resolve the issue, there are no status updates, and at this point they took possession of my cell phone and didn't pay for it.

  Business Response

  Date: 08/03/2023

  We are very sorry to hear that you have not received payment as expected. I understand you provided a statement of your bank to our **************** Team to show the payment had not been received, however we have no indication or record of this payment failing. 

  As a result, please can you confirm the routing number and account number for the account you are expecting payment to? We cannot see this information on the statement provided, therefore we will need to look into this further. 

  Customer Answer

  Date: 08/05/2023

  The payment information is:

  Account name: ***********************, ************* Bank, routing number is ********* and  account number is *********

  I also double checked this information against what I entered via your website.

  I also called my bank and asked them to do a check for all incoming wire transfers in the amount of $245.00 during the month of July and they received nothing.

  I can't track the payment without some documentation of the payment. Please provide some evidence to support your claim that you made the payment. 

  Thanks,

  Business Response

  Date: 08/08/2023

  Thank you for confirming this for us. 

  We can confirm the failed payment has been located and has been reissued to your account, we are terribly sorry for the delay and inconvenience this has caused. 

  Please be sure to let us know if payment is not received within the next 5 business days.

  Customer Answer

  Date: 08/08/2023

   
  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:08/02/2023

  Type:Service or Repair 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 bought a phone from them for my son. The phone was supposed to be unlocked. Its not. I cant even use the phone. I will not spend money to unlock a phone that I know i bought unlocked

  Business Response

  Date: 08/03/2023

  We are very sorry to hear that despite ordering an unlocked device from us, you have received your phone and it is locked. 

  I have had a look into this, and checked using the **** of the device, and can see that the item is locked to Sprint / ********. 

  I am very sorry for any inconvenience caused due to this, and can assure you that we would like to assist in resolving this as quickly as possible for you. 

  In order to resolve this, you can take the item to Sprint / ******** and get it unlocked, if you provide an official ******** or Sprint receipt for this we will refund the cost. Alternatively, you can return the item to us to be unlocked. 

  Please let us know if you require a returns label, or how you would like to proceed. 

  Customer Answer

  Date: 08/03/2023

  IMEI
  353236106314357
  IMEI2
  353236105826872
  Serial Number
  Ghodel
  ************
  iPhone 11 Pro 64GB Midnight
  Green A2160 **/******
  Warranty
  Out Of Warranty
  Estimated
  Purchase Date
  10 Oct 2020
  Powered By BeenVerified:
  

  Why would I buy a phone that I dont have a carrier for? I will bring the phone to you all. I am a hour away. I dont trust sending anything in the mail, when you all have my money. 

  Business Response

  Date: 08/04/2023

  Unfortunately, we do not allow or accept delivered items in person. Our Warehouse is not accessible for customers, and we would advise strongly against this.
  A returns label will be fully insured and we would recommend retaining the postal receipt when sent. All returns must be sent via courier to ensure that they are processed following our returns procedure correctly. 

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I need to be sent a shipping label to the address when I bought the phone. I am not paying for shipping, when this is an inconvenience for me. 
  
  Sincerely,
  
  Tila ******

• Initial Complaint

  Date:08/01/2023

  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 8 I downloaded the Decluttr App and scanned the *** codes of a few hundred CDs I wanted to sell. The app selects the CDs Decluttr wants to accept and provides the price they will pay --- or states that the item is not one they wish to purchase. I placed the ones that they did not want to purchase back in my CD cabinet. They offered $83.74 for the 200+ CDs they accepted. Those CDs were packaged in one box, taken to my local *** store, and shipped (with their label) that same day. On July 16, they acknowledged receipt of the package. On July 17, they sent an email stating that 29 CDs were not in the group totaling about $6. I double-checked my cabinet and the CDs they specified were not in my possession and had been shipped in that one box. I responded. They then sent an email asking me for the receipt from *** on July 8. I found this odd, as they provided the shipping label and the tracking information. I provided a pdf copy of the *** receipt from July 8.On July 22, they acknowledged receipt of my email and said "they would be with my shortly." On July 30, they sent an email stating that they had paid $78.99, $4.75 less than the agreed upon payment.They did not investigate with *** --- or provide a picture of the package as it arrived at their facility (was it broken into --- or had an employee along the way taken some CDs?).The inadequate payment into my checking account was received on July 31. I am demanding the remaining $4.75.

  Business Response

  Date: 08/02/2023

  Thank you for reaching out to us regarding your order, and I am very sorry you have felt the need to make a complaint. 

  Having checked our system, I can see that payment for the missing items was issued and an investigation took place internally. 

  The reduction in price was due to some of the items failing our quality checks, please see below: 

  [MISSING DISC] ***** & *********** - Violin Concerto 1 / Violin Concerto ($0.26)
  [MISSING DISC] *********************** - At ******* ($0.26)
  [INCORRECT DISC] D*** ***** - The Partys Over: D*** ***** Cocktail *** ($3.00)
  [DAMAGED ARTWORK] ******************************* - Follies ($0.24)
  [NON ORIGINAL] *********************************************** So ($0.99)

  As a result, payment for your order could not  be issued in full, and these items were deducted from the order value and not paid for. 

  As per our terms and conditions, these items have now been recycled responsibly. Unfortunately we must complete a full quality assessment of all items before we can guarantee payment, and on this occasion 5 of the 215 items sent to us failed these checks. 

  Business Response

  Date: 08/02/2023

  Thank you for reaching out to us regarding your order, and I am very sorry you have felt the need to make a complaint. 

  Having checked our system, I can see that payment for the missing items was issued and an investigation took place internally. 

  The reduction in price was due to some of the items failing our quality checks, please see below: 

  [MISSING DISC] ***** & *********** - Violin Concerto 1 / Violin Concerto ($0.26)
  [MISSING DISC] *********************** - At ******* ($0.26)
  [INCORRECT DISC] D*** ***** - The Partys Over: D*** ***** Cocktail *** ($3.00)
  [DAMAGED ARTWORK] ******************************* - Follies ($0.24)
  [NON ORIGINAL] *********************************************** So ($0.99)

  As a result, payment for your order could not  be issued in full, and these items were deducted from the order value and not paid for. 

  As per our terms and conditions, these items have now been recycled responsibly. Unfortunately we must complete a full quality assessment of all items before we can guarantee payment, and on this occasion 5 of the 215 items sent to us failed these checks. 

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20406115
  
  I am rejecting this response because:

   

  On July 17, Decluttr sent the attached email, stating that multiple CDs did not arrive. As previously mentioned, I reviewed and stated that all the CDs, including the ones specified in the email, had been shipped.

  Now they are not sticking to that story, but have provided a different story that a limited number of CDs were either not received or deficient. What happened to all those they claimed had not arrived.

  It appears this company keeps changing their story and is nickel-and-diming their clients. My request for my full refund remains.

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

  Business Response

  Date: 08/10/2023

  I am very sorry for any inconvenience or confusion caused by our response.
  As advised, a number of items were missing, however our team paid for these in full, and they marked these as though we received them. This was as a gesture of goodwill as the missing items did not arrive in our warehouse.

  As per our terms and conditions, all items that we do receive are subject to checks prior to payment being issued, and on this occasion, the items listed within my previous response were received in a condition that failed to pass our necessary checks and tests. As a result, no payment will be issued for these items and they have been disposed of. 
  By placing an order on our website, you agreed to the terms and conditions provided, and these terms state "Where DVDs, CDs, Blu-Rays and Games are rejected for any of the above reasons, Decluttrs decision is final. Decluttr will inform users if one or more of their items have failed quality control via email updates and/or through their Decluttr online account." 

  If you log in to your Decluttr account, you will be able to see the rejected items listed. Our rejection is final and no further payment will be issued for this order. We have already issued payment for a number of items that we did not receive. 

  The terms can be seen here: ****************************************************************************************************************************;

  We are very sorry for any disappointment however your items were processing according to the terms and conditions you accepted. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20406115
  
  I am rejecting this response because: They continue to change their story. There is no proof that the items forwarded never arrived. I see no photos to the package as received. Not a reliable service.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business Response

  Date: 08/16/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  We have reviewed this case and on this occasion, we rejected 5 items from this order due to damage which was present on these items. There were also a number of items we did not receive, which was issued payment for as a gesture of goodwill for the customer. 

  However, on this occasion, we would be willing to pay the value of the rejected items on the order. This will be issued by our ******************* shortly and should be received in 3-5 business days. 

  We are very sorry for the inconvenience caused due to this situation.