Complaints

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

• Initial Complaint

  Date:07/29/2023

  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 am selling my old macbook laptop that I was no longer using to the company. The quoted price they gave me was $650 in near perfect condition. They have emailed me back saying that it was in poor condition and I declined their revised offer for the item. I emailed their customer support even asking for pictures of the damages as I know I sent my laptop in working condition with near perfect cosmetics (only usual wear and tear). I have not gotten a response or even an update about my item. I am requesting that they either pay the $650 for my laptop or replace it/ship it back to me as they offer to do so if I do not agree with their revised price. I want it back in its original box as I sent it in as well.

  Business Response

  Date: 07/31/2023

  I am very sorry to hear that you have felt the need to make a complaint in relation to the reduction in offer for your macbook. From reviewing order 1508385, I can see the item was reduced to "Poor" condition, which is our old Faulty condition. This item was received with damage present on the casing, and various marks that will not come off. As a result, we cannot offer the original amount for the item. As you declined the offer, the item will be returned to you  free of charge, to the address on your order. Our **************** Team can confirm the tracking for this as soon as it has been sent. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20394724
  
  I am rejecting this response because:

  I am not provided with the images of how my item's "casing damage" made it to be faulty/poor condition. I also have been patient waiting for my item to ship back to me. At this point , I am concerned my item will come back to me as what they described and not as how I sent it, which was only signs of wear and tear. I would like photos of the evaluation of these damages you guys speak of.
  
  Sincerely,
  
  ******** "***************

  Business Response

  Date: 08/01/2023

  Unfortunately, by declining the offer presented, the item was automatically processed in our warehouse to be returned to you. This has been sent via *** with the tracking number 1Z867E8V0397632835 and therefore we no longer have this in our possession to provide any images of the damage found. 

  I can assure you all items are returned in the exact same condition it was received to us in, no damage has occurred to the item since it has arrived with us, however unfortunately the casing of the item did not meet the required standards to be eligible for the original value offered for the device.

  The item has been returned to you to the address on the order. 

• Initial Complaint

  Date:07/26/2023

  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 0718/2023 I SOLD MY IPHONE SE 2022 64 GB (TMOBILE) TO DECLUTTR.ON 07/26/2023 I RECEIVED AN EMAIL SAYING THERE WAS A PROBLEM WITH MY ORDER.I TRIED CALLING AND KEPT GETTING HUNG UP ON.I EMAILED THEM SEVERAL TIMES TOO,BUT NO ONE HAS REPLIED.I ASKED FOR A MANAGER IN MY EMAILS,AND AS FAR AS CALLING.I GUESS THEY DON'T TAKE PHONE CALLS BECAUSE I CAN NOT GET THROUGH(SOME ONE OR SOMETHING KEEPS HANGING UP ON ME).AT ANY RATE,I THINK THE MIX UP IS THAT IT IS A TMOBILE IPHONE,AND I PUT UNLOCKED.IN MY EMAIL,I ASKED IF THEY COULD JUST KINDLY REVISE MY OFFER TO TMOBILE IPHONE SE 2022 64 GB,AND HONOR COUPON ATTACHED TO THE ORDER{REFURBME}...IF NOT,PLEASE JUST RETURN MY PHONE.THANK YOU IN ADVANCE...*******************

  Business Response

  Date: 07/27/2023

  Thank you for reaching out to us, we are very sorry to hear of the issues you have been experiencing in contacting us regarding your order. 

  I have checked, and can see that the item arrived with us, but when checked, was found to have Bad ESN. This indicates that the item is under a contract with a network provider, or has outstanding bills due, and as a result, we are unable to purchase this item from you. 

  As we cannot accept this, we have returned the item to the address on your order, free of charge. This should arrive shortly. We are currently awaiting confirmation of the tracking number for this. 

  Unfortunately we cannot accept any items with Bad ESN or offer any payment for these. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20379071
  
  I am rejecting this response because:
  It doesn't have a bad IMEI!It was paid off!
  Sincerely,
  
  *******************

  Business Response

  Date: 07/28/2023

  We check all devices we receive using the serial number, and the device we received came back as having Bad ESN. The item has since been returned via *** with the tracking 1Z867E8W0395987213. Unfortunately, our systems indicate the item has some outstanding bills, or is under agreement currently, and therefore it cannot be accepted. We are very sorry for any disappointment caused.

  Customer Answer

  Date: 07/28/2023

   
  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:07/25/2023

  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.

  On July 14th 2023 I went to Decluttr to sell my Apple Mac desktop computer. I agreed to the price and received a welcome package with shipping label and instructions. I shipped the computer out the next day and *** tracking shows it arrived and was signed for on Wednesday July 19 2023.I have not heard anything from Decluttr since the original welcome package. No delivery confirmation, no in process, no payment, and no response to the 2 emails Ive sent. They have no public phone number. At this point I have to file a police report to find the location and get my property returned, since the company refuses to respond or pay (in 1 business day) as agreed.

  Business Response

  Date: 07/27/2023

  We are very sorry to hear of the problems you have been facing with your order, and that you have felt the need to make a complaint. From reviewing your order, I can see this arrived in our warehouse on 20th July. Our team must assess all items before any payment is issued, and assessment of your order was completed, with payment issued yesterday, 26th July.

  As you selected to be paid via your bank, instead of PayPal you must allow 3-5 business days for this to be received. 

  Please let us know after this time frame if payment has still not been received and we can look into this. 

   

• Initial Complaint

  Date:07/19/2023

  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.

  order ********** On 6/16/2023 I placed an order for selling my phones on their website and completed the necessary procedures. The order was expected to be delivered on 6/23/2023, but despite waiting patiently, on 6/28/2023 I was informed from their customer support that Declutt did received the packages but nothing inside.I have checked the tracking information provided, and it appears that there have been delivered to Declutt on 6/23/2023 and signed by one staff ************* and i even have the receipt from the *** store that i dropped off the package and clearly showed the weight.I was tried to communicate with them to solve the issue and never pick up the phone and not replying to my emails.after the incident happens, i have do a research online that appears this business that has bad reputation and its not the first time this happens.I would like to request a full amount I was offered for my cellphone IPhone 13 (512GB) Unlocked ($516.00)IPhone 12 (128GB) Unlocked ($324.00)IPhone 12 Pro (256GB) Unlocked ($443.00)Total: $1283

  Business Response

  Date: 07/21/2023

  I am very sorry to hear that despite sending your items in to us, we have not received these and as a result you have not received your payment. 

  When a parcel arrives in our warehouse, prior to being opened our team carefully inspect the packaging, to check for any signs of damage or tampering from within transit. On this occasion there were no signs of damage, nor any indications the parcel had been tampered with, and therefore we do have reason to believe the parcel was empty when sent. 

  The courier occasionally use default weights when entering the details, and therefore the screenshots provided do not show accurate weight of the parcel and cannot be used as evidence for an investigation into this matter. 
  In order to review this we would require full proof of ownership or purchase for all items, including the serial numbers or IMEIs. This can be retrieved from the retailer used to purchase each item. 
  We would also require a copy of the paper proof of postage provided by the courier. 

  Once we have received this information, we can escalate this to be investigated, however without this we cannot investigate this internally.

• Initial Complaint

  Date:07/19/2023

  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.

  I sent several orders to Decluttr in June 2023. They were all received and processed and showing that payment was sent. When I inquired with Decluttr they respond with payment was sent and you should have received it electronically. I have told them that I have not recieved any payments. They asked for a copy of my bank statement that shows my complete account number and sorting code. They claim they have no way to track where they sent my money. My bank account statement does not have a sort code or complete account number on the statement. I have not received any paymemt for any of the 7 orders that I sent them.My order numbers are:1508487, *******, *******, *******, *******, ******* and 1506638.If they have sent a payment electronically, they should be able to tell me the account it was sent to or a tracking number for me to provide to my bank. I have been going back and forth with them for a few days now. They are not reading what I am asking. I want to know where they sent the money.I have attached a copy of my June ********** I do not have July statement yet, I only have transaction history.

  Business Response

  Date: 07/21/2023

  Thank you for reaching out to us, and we are very sorry to hear that your payment for multiple orders has not been received.

  
  From looking into this, our accounts team has confirmed that the payments failed due to invalid payment information on your Decluttr account. 

  In order for us to issue this, you will need to confirm the correct Account Number and Routing number, so we can manually issue payment. If you would prefer to email us this directly, or update via your decluttr account, we can reissue all payments individually. 

  Customer Answer

  Date: 07/25/2023

   
  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:07/18/2023

  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.

  Hello, I got a quote for a macbook (Macbook Pro 16" 2021 M1 10-Core CPU 32-C) to be exact, they sent me a welcome pack with a *** Label. I shipped the item to them 27th of June. I messaged them for an update a few days later they never responded, followed up again and they said they have to wait 10 days from item drop off to contact ***. I waited the 10 days, sent them the drop off receipt they asked for and they said they will contact their claims department and give an update ***** hours this was on July 8th after that Ive sent multiple emails and 0 response. Here is the tracking number 1Z867E8W9090517012 Thanks,

  Business Response

  Date: 07/19/2023

  Thank you for reaching out. 

  I am very sorry to learn that you are experiencing these issues with your Decluttr Trade. 

  After reviewing your order, I cannot see that your device has arrived with us. As a result of this, we have passed this over to our ***************** for investigation. 

  Your proof of postage has been added to the investigation and the ***************** has request that you provide your proof of purchase, is this something you can provide? 

  We look forward to your response.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20338842
  
  I am rejecting this response because:
  
  I sent them receipt of drop off and proof of purchase, by email a week ago and they have still not responded with anything.

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

  Business Response

  Date: 07/25/2023

  Thank you for providing the proof of purchase for the item. 

  Our claims department have reviewed this, and completed their investigation, confirming that we have filed a claim with the courier. we should have a further update for you in relation to this matter shortly. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20338842
  
  I am rejecting this response because: waiting on decluttr to get an update from **** I called *** and they told me investigation was complete (lost) and they sent a claim to decluttr, as it shows on the tracking attached above.

  1Z867E8W9090517012
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/18/2023

  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.

  I sent decluttr a total of 7 items to include my PS4 game console and all peripherals, and 6 PS4 games listed in the email attached. I have contacted Decluttr several times once to ask if the package had been delivered, they confirmed it had, then again when I'd not received a quote to be paid for my items, at which point Decluttr sent the email saying the console had arrived but games did not. I packed the package myself and can confirm all 7 items including games were inside when it was shipped. My items are now allegedly missing but I've received no further contact from Decluttr.

  Business Response

  Date: 07/19/2023

  Thank you for reaching out, we are terribly sorry for the delay. 

  After reviewing your order, I can see your items were processed yesterday and payment has been issued, you should expect to see your payment in your bank account shortly.

  Your continued patience and cooperation has been greatly appreciated during this time. 

  Customer Answer

  Date: 07/19/2023

  Good morning, 

  I received an email from Decluttr stating i will receive payment for my items in the amount of $103.49 within 3 days via direct deposit. I will update you if and when that amount is deposited in my account for closure.

   

  Thank you BBB for your assistance. 

  Business Response

  Date: 07/21/2023

  We are very sorry to hear you have felt the need to make a complaint about your order. From looking into this, I can see that a member of our team has been assisting you in dealing with this matter, and you order was marked as complete with payment for all 7 items being issued. This was authorised on 18th July, and we advise allowing 3-5 business days for payment to be received. Please let us know if you still have not received payment after this time frame and we can look into this further for you. 

  Customer Answer

  Date: 07/21/2023

   
  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.
  I have confirmed receipt of payment for my property in full.  

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

• Initial Complaint

  Date:07/17/2023

  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.

  07/01/23 I received a text saying decluttr.com was returning my iphine 14 pro *** but the kept it and sent me a iphone ********************************************************* I emailed dozens of times they only replied a few, their ability to fix a major problem is almost non existing.. pls help them send the balance of my I phone 14 pro ***. I have been dealing with this issue for some time now, I truly hope it's a mistake and not them trying to switch phones

  Business Response

  Date: 07/18/2023

  Thank you for bringing this to our attention, I am very sorry for the upset this matter has caused. 

  After reviewing your order, I can see we processed each order under the correct label. Unfortunately, it does seem that when sending your order, the labels were mixed up so we received the devices under the wrong orders. 

  I can see that the device in our possession is the Pro *** so I have issued the remaining $244.00, you should expect to receive this payment shortly. 

  I am very sorry that this was not picked up sooner by our **************** Team, I will be sure to pass the appropriate feedback to those involved. 

  Thank you.

• Initial Complaint

  Date:07/11/2023

  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.

  They sent payment for my cell phone to someone else on Paypal and will not pay me the correct owner of the phone, I have no idea who ************************* is?

  Business Response

  Date: 07/12/2023

  I am very sorry to hear that you have not received payment for your order. We can see you are currently liaising with us directly via email, therefore we have copied our response to this below. 
  
  From looking into this, I can see that the email address you have input on the system for payment is the email previously provided, of **************************** We do not have access to change the email address payment is sent to, and this will have been added to your order via your account directly. We are very sorry if this is not your PayPal email address, however we have not altered this, and the email address we have sent payment to is the one which is present for PayPal payment on your account.
  
  As per our Terms and Conditions, "It is your responsibility to ensure that the Payment Details (including but not limited to payee name, address, account details and PayPal ID) are correct and accurate." and "We will not be liable if you fail to receive a payment or suffer any loss (including but not limited to, if a payment is sent to an incorrect account or recipient) as a result of any failure by you to correctly, completely and accurately provide Payment Details." 
  
  Unfortunately, in order to place an order to sell items to us you must accept our Terms and Conditions, and therefore on this occasion we are unable to reissue payment as we have issued this to the details provided when the order was placed. 
  

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20303106
  
  I am rejecting this response because: they are LYING that is not my email and I input my personal checking account with *********** into the payment option at this point I want my ******* S10E back with the protective $50 case that was on it.

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

  Business Response

  Date: 07/13/2023

  As previously advised, the payment details which we have issued payment to are the ones which have been input onto your account by yourself.
  When the order was placed, you selected the payment method of PayPal, and input the email address provided as the PayPal email. This is therefore the account we issued payment to, and payment was successful.
  
  As per our terms and conditions, we cannot be held responsible if the payment details are incorrect, and you did not amend the details until after payment had already been issued. We therefore will not be reissuing payment, as we sent your payment to the details which you entered on your account. 
  
  We are very sorry for any disappointment or inconvenience, however we must adhere to our terms and conditions, and on this occasion we will not be responsible for the payment being sent to the wrong details. 
  It is your responsibility to ensure that the details are correct at the time of placing an order with us. 
  
  We have also reviewed our previous correspondence, in which you confirmed that the details were linked to an Old PayPal account. We have sent payment following the payment method selected when placing the order, and therefore we will not be issuing this again to any alternate details. Nor will we be returning the device, as we issued payment to the details you entered on your account, and the payment method you selected.
  
  I understand this may not be the response you were hoping for, however this will be our final decision in relation to this matter. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20303106
  
  I am rejecting this response because: see attached screenshot of my personal info on their website it clearly shows my email is ******************* I do not have a Paypal account active I entered my checking account info on their site for payment. I do not  KNOW anyone named ****************************
  
  Sincerely,
  
  *****************

   

• Initial Complaint

  Date:07/08/2023

  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 received a proof of delivery from **** I have not received an email update about status or order. My order number is *******.

  Business Response

  Date: 07/12/2023

  I am very sorry to hear of the issues you have faced with your order.

  From looking, I can see the item arrived with us, and after checking, our team found the item to have bad ESN. We cannot accept items with Bad ESN as this means they may have bills outstanding or be under contract from a network provider. 

  As a result, we have rejected the item, and will be returning this to you via the address on your account.