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:07/08/2023

  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 sent these people a large box of dvds. I meticulously scanned every one of them and placed them neatly in the box until the box was completely filled. I sent them the box and they are now claiming that there are dozens of movies missing. They were not missing. They were sent. If they weren't, they would still be here with my other dvds. These people are pretending that those dvds were never sent when they were. These people are scammers and thieves. I don't expect to be reimbursed. Dont know if there is a remedy for this. I will never do business with them again. I'm just warning anyone that might do business with these scammers

  Business Response

  Date: 07/10/2023

  We are very sorry to hear of the issue that you have been experiencing in relation to your order. We have checked all of our systems and cannot locate any account or order under the email address provided, therefore please confirm the full order number so we can look into this, and assist in resolving your complaint. 

• Initial Complaint

  Date:06/29/2023

  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 tried to sell my MacBook to Decluttr. They have stated that they won't pay me the original price due to an issue with my laptop, which I think is false. However, I declined their low offer and wanted my MacBook sent back to me. Decluttr has yet to send me back my expensive MacBook, answer any of my emails or phone calls. Every time I try to call, I get a busy signal. They said they would send back my MacBook free of charge. I will be pursuing legal action against Decluttr if my MacBook is not returned to me in the original form that I Sent it. They will not answer any of my inquiries as to when I will get my MacBook back, and I am beginning to feel like they are holding my MacBook hostage. This is a MacBook worth $1,000+ and I expect to receive some information as to when I will receive it, free of marks, scratches, dents, etc. They will not answer, and if I do not receive an answer by next week, I will pursue additional legal action.

  Business Response

  Date: 06/30/2023

  We are very sorry to hear that you have not yet received your macbook back despite declining our offer. 

  From looking into this, I can see that your order 1506705 was processed and the Macbook was found to have a software fault, which was causing the item to overheat. We cannot accept the item as "Good" condition, so offered a reduced price which was rejected.

  All items are returned to customers when their offer is declined, in the same cosmetic condition that the item was in when it was sent to us. We do not guarantee any additional accessories we didnt request, or boxes will be returned to customers in this event. 
  Your macbook has been sent back via *** with the tracking 1Z867E8V0398293736, and has been sent to the address on your order. 

  Customer Answer

  Date: 06/30/2023

   
  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 dont agree with the fact that the laptop was overheating, but simply you all did it want to pay me the money for the laptop. But no concerns, as I will find other buyers who will not try to keep my laptop from me.

  Thanks!
  
  Sincerely,
  
  Blessing Ikpa-adjakwah

• Initial Complaint

  Date:06/29/2023

  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.

  On May 7th, I went to Decluttr's website and I entered in all of my trade in items, Order Number ******* which was a total of 13 items which was worth $2,603. I then packed the items on May 13 and generated extra labels as well so that I could safely pack all the items in different boxes. On May 15, *** came to my house and picked up the boxes. On May 18, I received an email saying my items were received by Decluttr.I then received emails saying the items were not as specified, there was damage, missing items. I emailed back letting them know that the items were shipped and also mentioned that I have no damaged on the Macbook Air Apple and I have before pictures as well. The customer service agent said that they would request pictures of the damage that they saw and also asked me for the proof of postage. I replied back and let them know that I generated the labels from their website and also that *** picked up the items from my house which I have Ring footage of. They then claimed that they could no longer send pictures of the damage and that they don't think the damaged occurred from shipping and then they stopped responding. There are two issues here, a claim of a Macbook Air damage which it was absolutely not damaged while leaving my house. And secondly they are saying they did not get all of my items. Their customer service folks keep giving me different information and have also not replied regularly and this has been going on for two months and I'm not able to get a resolution. They have no idea what they are talking about and each person is confused and going in circles. In the end I was only paid $1589.75 instead of the $2,603.

  Business Response

  Date: 06/29/2023

  Thank you for reaching out to us regarding your order, we are very sorry to hear of the problems faced. 

  I would like to assure you that we take all complaints very seriously, and have begun looking into your order 1491322. 

  Please can you confirm exactly which items were sent in which box, and how many boxes there were? 
  I can see we received 3 parcels with 10 of the items present. 

  We carefully assess all packages when they arrive, for any signs of damage or tampering. Any such damage is photographed immediately and reported. On this occasion, no damage or signs of tampering were present, therefore we do have reason to believe only the 10 items received were present when the parcels were sent. If there was an additional 4th Parcel please let us know. 

  I can see that a number of your items were revised in price due to various faults present. 

  The Airpods **** iPhone 11 (128GB), and iPhone 12 *************** were all accepted for their full original valuation. 

  We then received an iPhone 11 64GB which was described as an iPhone 12, so we revised this price and you accepted the reduced valuation. 

  There was an item described as an iPhone ************** but when it arrived, the item was found to be 256GB so we offered a reduction, which was also accepted. 

  One item on the order was a Macbook Air Apple M1. This was described as a different model, and also was found to have lines on the screen, therefore it was classed as faulty condition. We reduced the price for this to $46.00, and you accepted this offer. 

  Another item was described as MacBook Pro Core i7 2.2 15 Retina (Mid 2015) IG 16GB, but when it arrived, we found the item to be Macbook Pro Core i7 2.5 13" (Mid 2017) 16GB. The battery in this device was defective and appeared to have been replaced, therefore it was classed as Faulty condition and the offer was reduced to $31.00 which you accepted. 

  A final Macbook was described as MacBook Pro Core i7 2.6 15" (Touch 2016) 16GB, and the screen on this device does not work, so we reduced the offer to $28.00. You also accepted this offer. 

  One other item we received was Solo 3 Wireless, which had heavy cosmetic damage, so were classed as faulty condition, and you accepted our reduced offer. 

  A final item on the order was described as Pixel 4 XL 128GB Unlocked but when it arrived we found it to be a Pixel 3 XL. We do not accept this item, and therefore cannot offer any payment but can return this to you. 

  By accepted the reduced offers, you are indicating that you are happy to accept this price for the item. Once this is accepted, each item is automatically processed in our warehouse, and we cannot undo the acceptance of the offer, so we pay the reduced price once it is accepted. If you had any queries regarding these prices you were able to reach out to our team before accepting the offers, but as you did not do this, we cannot amend the offers or provide further images of any of these items. 

  I am very sorry for any inconvenience. Please provide further detail regarding the 3 missing items, and we can look into this further for you. Unfortunately we cannot look into the damaged or reduced items as you accepted the reduced payments for all of these. 

  Customer Answer

  Date: 06/29/2023

   
  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.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:06/28/2023

  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 in a apple smartwatch 8 And they told me to erase it from my iCloud account which I have done.They have not rechecked it as they stated they would do.I have been waiting over a week now going on two weeks. I also sent a ****** pixelA phone which they declined and said they would ship back I never have received the phone back or Got a email about shipping.

  Business Response

  Date: 06/29/2023

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

  From looking into this, I can see that the Apple Watch was received under the order 1505552. This was locked to IOS and was retested recently. The order was completed and the item accepted at the full original value yesterday, 28th June 2023. Payment was then issued. We recommend allowing 3-5 business days for payment to be received. 

  I have asked for an update regarding the return of the device from order 1505550, as you declined the offer a few days ago. This should be dispatched back to you shortly. 

  Customer Answer

  Date: 06/29/2023

   
  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.
  
  *******************************************

• Initial Complaint

  Date:06/27/2023

  Type:Customer Service 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 6/15/23 I sent Decluttr via **** two packages of DVD's, Blue Rays, and video games. They were to pay me $22.04 for this. *** confirmed they received the delivery around 9am on 6/19/23. Decluttr sent me an email on 6/20/23 saying they received my shipment, would look through it, and issue my payment "tomorrow". On 6/22/23 Decluttr emailed me saying numerous items were missing from my shipment and asked if I had shipped multiple packages and if so. what were the tracking numbers. I responded shortly after, stating I did ship two packages and I had the receipt from *** with confirmation numbers showing I shipped two packages. Decluttr responded asking for a copy of the receipt, which i sent them via email, and they asked for up to 48 hours to get back to me. I emailed them again 6/22/23, asking if they'd confirm they got the copy of the shipping receipt. Decluttr didn't answer. Now, 6/27/23 at 7pm and I haven't heard a peep from Decluttr. I have tried calling their customer service number multiple times on multiple days, which leads nowhere except to a busy signal every time. I have tried responding on a daily basis to the emails they sent me on 6/22/23. I'm not rude. I reiterate what's been going on and ask them about my payment. They don't answer. I tried sending a completely different email to their customer service explaining and asking the same thing. I have still not heard back from Decluttr. They have not responded to let me know if they found the second package I sent, or when I will be paid for the items I sent them.

  Business Response

  Date: 06/28/2023

  We are very sorry to hear of the issues you have faced with your order, and that despite confirming the items sent, you have not received payment for this. 
  From reviewing our systems, we have located the email thread in which you provided our **************** Team the postal receipt for your order. Our team have not yet got around to this email, and therefore this has not been updated on the system as yet. I am very sorry for any inconvenience caused due to this, and can assure you that we are looking into this to understand why there has been such a delay in receiving a response. 

  I have now marked the order as completed, with all items sent, therefore the missing items will be paid for, alongside any items which passed our quality assessment checks. 
  Please allow 3-5 business days for payment to be received into the details on your Decluttr account. 

   

  Customer Answer

  Date: 06/28/2023

   
  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. I will watch my account to ensure they do pay me by the end of the fifth business day.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  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 used the ********** *** store to mail my MacBook to decluttr. My MacBook was stolen and an investigation was launched. Apparently there was ample evidence to issue a claim and compensate me. However, after much back and forth with *** claims, and even *** corporate, I was told I needed to now contact decluttr to obtain my compensation. I have had no luck contacting decluttr or Entertainment Magpie. I am assuming they obtained a check that was intended for me, and took it upon themselves to keep the money and hope I would make no attempt to collect the reimbursement.

  Business Response

  Date: 06/28/2023

  We are very sorry to hear of the issues that you have faced with your order. From looking into this, I can see your order was placed in June 2022. We require notification of any lost or delayed packages to be sent to us within 28 days of the item being sent. This time frame has since surpassed, therefore your package is no longer eligible for a claim to be made. We would require confirmation of the serial number of your device, proof of ownership, and proof of postage to look into this. As this has now surpassed the required timeframe, we would also need proof of correspondence within the required time frame, last year. 

  We do not contact the courier regarding any lost parcels unless a customer notifies us of the delays, and therefore I can assure you that no claim has been filed on our behalf, or by ourselves for this. 
  if you are able to provide us with evidence of the claim being processed and any correspondence with us within the required time frame, we may be able to look into this, however such a timeframe has now surpassed that the tracking is no longer valid for the courier to confirm the status of the parcel, and we have no record of any  claim. 

  Customer Answer

  Date: 06/28/2023

  This is the same robotic response I received from decluttr before reaching out to BBB. They appear to not be reading into my complaint, but rather giving the same generic response that isnt even remotely related to the issue at hand. The reason my complaint didnt occur sooner was because I was working with *** to receive a reimbursement. I dont feel that makes my complaint any less valid. It is so obvious whomever authored this generic response did not do their due diligence to actually understand the request or look into the matter further. Should *** actually be the ones telling the truth, decluttr accepted money without doing their part to make sure I received what I was supposed to. 

  Business Response

  Date: 06/29/2023

  We are very sorry that the response received is similar to the one already provided. Unfortunately we must process all orders according to our terms and conditions. 
  As advised, we may be able to look into this for you, however we will require a copy or evidence of correspondence between yourself and the courier within 28 days of the date the parcel was sent.

  
  We have no records, or correspondence to suggest the courier has investigated the whereabouts of this parcel, nor confirmed it as lost, therefore if you can provide us with evidence of this we may be able to look into this further for you. 

  I am very sorry for the inconvenience caused, however unfortunately as it has been a year since the item was sent, the tracking now shows as invalid so no information is available to ourselves in relation to this. 
  We provide prepaid labels to customers and therefore if there are any losses we are responsible for contacting the courier relating to any loss of packages. The courier should not process a claim with the customer directly and we cannot be held responsible if they have done this incorrectly.

  We will need to look into this further and require correspondence between yourself and the courier as evidence surrounding this to allow us to begin an investigation. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20243271
  
  I am rejecting this response because: my husband ********************* and I worked closely with *** for many months before they ever, allegedly, issued a check to decluttr. From my point of view, my laptop was stolen, not lost. Decluttr obviously never paid me for my device as it never arrived. So not only was I not paid for my laptop, I also dont have it anymore. Im an innocent individual, not a corporation. This ridiculous back and forth that Ive been having to do is as a result of *** incompetence. Its tiring and I did give myself a break from trying to **** down whomever is legally responsible for reimbursing. So either decluttr accepts checks and never follows up with whom them belong to, or it was never revived. 
  

  *** is currently asking me to now ask decluttr for a verified letter stating *** is able to disclose the claim to me. I should not be the one doing this. The two companies need to be the ones in communication and I shouldnt be subjected to the back and forth game. 
  
  Sincerely,
  
  ***********************************/ ******

• Initial Complaint

  Date:06/23/2023

  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 purchased an iphone from Decluttr on **** in Dec 2022 the Phone was sold as "********"The phone was actually a Sprint phone and not ********* ******** when I call tells me I need to speak with sprint since it's a sprint phone. Sprint will not speak with me about the phone because it has an UNPAID balance on it from a previous owner and selling or transfering the phone to a 3rd party (like me) violates Sprints policy !Decluttr's response to me(that the phone can be activated on the ******** network ignores the fact that it is a Sprint Phone that they sold to me with an unpaid debt on it in violation of the carriers policy Their listing on **** did not reference sprint or the fact that the phone has an unpaid balance pending form a previous owner which prohibits me from getting support from any carrier.

  Business Response

  Date: 06/26/2023

  I am terribly sorry to learn that you have experienced these issues with Decluttr services. 

  I can see that the device was sold as locked to ******** so we are very sorry to hear that this was found to be incorrect. We have sent our procedure over to you via email, please use the label attached to return the item to us. 

  Upon return, we will resolve this for you.

  Customer Answer

  Date: 06/29/2023

   
  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 if they follow through with there promise to rtesolve the issue
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/16/2023

  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.

  My brother passed and has a huge dvd collection. I sent brand new DVDs to Decluttr for my mom. I was told a payment would be sent for the first box sent in May for *****. Once I received notification that payment was being processed I sent a few more boxes. That total was for $******. I received another confirmation that that payment for ****** would be sent. After several emails, still over a month later - no payments received. I asked for proof of deposit. This has been painful- all the way around. I want the money ($272.19) they promised for these DVDs.

  Business Response

  Date: 06/21/2023

  Thank you for reaching out to us, and we are very sorry that you have felt the need to make a complaint. 

  I am truly sorry to hear that you have not received the payment for your 2 orders as expected. 

  From looking into this, I can see that the payments were issued, but appear to have failed due to incorrect details. 

  The details on your account have been updated since the payments failed, therefore our team reissued both payments for you. I can see that you reached out to our **************** team today confirming you have now received the payment of $53.87 for one of the orders. 
  The other payment was reprocessed yesterday, and should be received shortly into the new details we have on the system.

  Customer Answer

  Date: 06/22/2023

   
  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:06/16/2023

  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.

  June 5, 2023 I order the Complete Deep ************* series on ***** The company sent only 1 season and that was season 1. They had season 7 listed on the site as if it was the last in the series which would be correct. I have repeatedly ask them to send me seasons 2-7. They refused. They refused to accept phone calls from my phone number registered on ***** They want me to return the single season so they do not have to send the remaining seasons. ************************************* This is the web page which states it is the complete listing.

  Business Response

  Date: 06/20/2023

  Thank you for reaching out to us regarding this matter. I am very sorry to hear that despite ordering the full series, you only received the first season of this TV show. 

  From looking into this, I can see that we do not have any copies of the full series to send out, therefore our team asked you to return the incorrect item, and we could issue a full refund. We have now refunded the order in full, without the item being returned to us. Please allow 2-3 business days to receive this refund, via your **** order. 

  Our stock is constantly changing and updating therefore we would recommend checking back shortly to see if the full season becomes available again. 

• Initial Complaint

  Date:06/13/2023

  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.

  In March I sold my iPad Pro to Decluttr for a payment of $426.00. Its been almost 4 months and they have not payed me. I have emailed them multiple times for the past 3 plus months, including sending them all supporting documents such as my bank statements showing that I have not received payment. Ive spoken to many customer service agents and they have yet to resolve this issue. They are very slow to respond to my issue and are having me have to explain over and over to different people my issue with no resolution. I need this resolved. The last I herd from them they stated they processed the payment May 4th. They have not done anything since then except repeating that claim. I have attached my bank statement disputing this. My order number for this transaction is *******, and the email they will require for me is ********************** Thank you for any help you can provide in helping me. I dont know how else to move this dispute forward.Thank you *********************

  Business Response

  Date: 06/15/2023

  Thank you for reaching out to us in regards to your order to sell your device to us. I am very sorry to hear payment has not been received. 
  I can see that payment was issued for this, however it appears that it failed on 31st March. This was then reissued, but appears to have failed once more. 
  Our ******************* reissued this for you yesterday, and therefore it should be received shortly. Please let ** know if you still have not received payment in 3-5 business days and we can look into this for you. 

  We are truly sorry for the delays faced thus far.