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:06/08/2023

  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.

  They are online site where you can sell laptop/phone for money. They appraised my laptop at $680, I shipped my laptop out to them and now they are claiming I sent wrong laptop. I have serial number and photos of laptop, laptop still under warranty and working like new. I did little bit of digging and found out there are multiple people like me with similar experience .. they are scamming people. here is link *************************************************************

  Business Response

  Date: 06/09/2023

  We are very sorry you have felt the need to make a complaint. From looking into your order, I can see that your item was described as MacBook Pro Core i7 2.6 16" (Scissor 2019) 16GB.

  All items are tested and checked when they arrive in our warehouse, and we check the model type using the serial number. A member of our team found this to be Macbook Pro Core i7 2.6 15 (Touch 2018) 16GB. 

  However, upon receipt of your complaint, I have looked into this via the serial number of the item we received, and can see this was our error. The item is correct and we will be issuing the full original price.

  In order to process this, I have accepted the revised offer on your behalf, and issued a separate payment of $250.00 via your chosen payment method. So $650 will be received in 2 sums, one of $250 and one of $400.00. 

  You will have an email regarding the acceptance of the offer, but please disregard this. I am truly sorry for the inconvenience and mix up on our side. 

• Initial Complaint

  Date:06/07/2023

  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.

  I sent the business my Apple Airpods for purchase. They said they could not purchase them and then mailed the Airpods to the incorrect address after I gave them my correct address. I noticed their error and contacted them since the package was still in transit. They failed to assist me or replace my missing item.

  Business Response

  Date: 06/08/2023

  We are very sorry to hear of the issues that you have faced with your order. 

  From looking into this, I can see on 27th May, you requested return of your item. Our team then processed this, and the item was returned to you, via *** on 29th May. 

  We did not receive any notification until after the item had been dispatched, that your address had changed, or needed to be different to that on your order. On 3rd June, you then contacted us to let us know the address we wrong. 

  As per our terms and conditions, "It is your sole responsibility to ensure that the address listed on your Decluttr account is correct. You understand and agree that we are not liable for any loss of any kind as a result of items being returned to the incorrect address as a result of your failure to provide your correct, up-to-date address details on your Decluttr account." 

  On this occasion, you failed to inform us at the time of requesting the return, that your home address had changed, therefore we sent the item to the address on the order. I am terribly sorry if you no longer have access to this address, however as you failed to inform us before the item was dispatched, we cannot recall the package from the courier, and the item is now delivered as addressed, so it does not appear to have been rejected or returned to sender. 

  We are very sorry for any inconvenience, however we must emphasise the importance of reading our terms and conditions, and making sure your details are up to date at all times. Unfortunately as the item has been delivered to the address provided  by the courier, it will not be eligible for a claim, and we cannot recall the item. 
  As we are not liable for any loss, we will not be able to issue any payment for this item. 

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20157386
  
  I am rejecting this response because:

  I provided my correct address in an email (see attached) and THE BUSINESS sent it to the incorrect address.  It is their responsibility to send it to the correct address. I am not there to address the package, unfortunately.  

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

  Business Response

  Date: 06/12/2023

  Whilst there was an address present within the email, it is not our responsibility to check with the customer that the address is correct. A customer needs to send us a written notice informing us that their address has changed if they require this to be updated, or for any details on their order to be correct. As a result, we are not liable for the device being sent to the wrong address. The return of the device was requested without the account being checked, and only after the item was in transit were we informed that the account details were not up to date. We are truly sorry for any inconvenience however customers are responsible for ensuring their information is correct. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20157386
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/05/2023

  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.

  I sent a cell phone that had absolutely no problems at all to sell to Decluttr, an iPhone 14 Pro **** 256GB, with ******* as the carrier and space black in color. They received the phone today and are claiming that I sent a phone with a bad ESN, which is absolutely false. I asked them to please return the phone to me asap. They also sent me a confirmation email stating that they paid me for the other phone that I had sent, which was a total of $857 via direct deposit to my bank and I have not yet received it.

  Business Response

  Date: 06/06/2023

  Thank you for reaching out to us regarding your orders.

  I can see that 1497764 was accepted for the full price of $857. This was processed yesterday, and we advise allow up to 5 business days for any bank payments to be received. Please reach out to ** after this time frame if you have not received payment. 

  Order 1497533 contained an iPhone which was found to have Bad ESN. This means the item is either under contract from a mobile company, or has outstanding bills due, meaning you have not paid it off in full. We cannot accept these items for sale, therefore will be returning this to the address on your account. 

  Any other items that arrive will be subject to thorough checks to ensure that we are able to purchase the device in the condition you have described. We work hard to ensure we accurately grade all items, therefore must complete a number of checks on all items that arrive with **. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20147907
  
  I am rejecting this response because:

  The phone that I sent to this business does not have a bad ESN. I would like for the business to send proof that ******* is stating that my phone has a bad ESN please. Send the **** number here. The reason that I am rejecting the response is because it is not true. I don't appreciate dishonesty.

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

  Business Response

  Date: 06/06/2023

  Please see attached a copy of the check we have run on the device using the serial number. This shows the device has Bad ESN, and shows it still has a pending loan payment, indicating that the device has not been paid off in full to the provider. We do not accept items with Bad ESN under any circumstances and therefore cannot offer any payment for this device, however we can return this if you would like us to. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20147907
  
  I am rejecting this response because:

  I appreciate the reply, but what my resources are saying to me is different than what yours are saying. Nowhere does it state that my phone has a bad ESN. Check the screenshots. 

  I am rejecting this response because I would like to know that this device is being sent back to me and I would like the tracking number for it.

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

• Initial Complaint

  Date:06/05/2023

  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.

  On May 24, 2023, I sent a letter under my attorney letterhead to Entertainment Magpie Inc., dba Decluttr telling them that order # R763983704 for an Apple i phone 11 for $339.99 with a transaction date of April 27, 2023 was received but within a month essentially died while being charged during the night. Since then I repeatedly receive automatically generated emails asking for the same information that is in my letter. I have resent the letter and now receive the same nonresponsive replies. I call ************ and it is always busy. I simply have asked for a refund and they are stone ******* it.

  Business Response

  Date: 06/12/2023

  Thank you for reaching out to us regarding your order. I am very sorry no response has been received to your letter. We are a primarily digital contact centre, and our customer service team can be reached via live chat, where they will respond instantly and have a live conversation online with you, or via email where they will reply in around 48 hours. 

  I can see that a member of our team has provided a returns label and offered a full refund for this device, but we dont appear to have received the return as yet. Please confirm if you received this label, and have sent the item back yet. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20146664
  
  I am rejecting this response because:
  1. I have not received anything but another email this morning (June 13) again requesting my full name, my email address and my mailing address.  This information was on my original email and mailed letter.  And I provided it one other time before but after my original letter. They fail to address my complaint.
  Sincerely,
  
  *****************

  Business Response

  Date: 06/14/2023

  I am very sorry that no returns label has been received, I have sent another email to you directly regarding this matter, to see if you receive this. 

  Once this has been received, if you can return the item we can refund, repair or replace the device, please let us know which you would prefer. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20146664
  
  I am rejecting this response because: they have mixed up email addresses of mine and my wife's.  Once they send return label to my email, I will return the dead cell phone for a full refund that they are offering.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/16/2023

  We have sent the returns label to the email address that was used to place the order. If you wish for us to reach out to an alternate email please confirm this for us. 

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20146664
  
  I am rejecting this response because: while I have now returned the dead i phone, using their return label, I do not want to accept until I receive the refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/31/2023

  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 sold my MacBook Air 2020 to decluttr and they received it and said that they sent the payment of $462 on 5/18/2023. They said I should have the payment in 3-7 business days. I emailed them to let them know that I didnt receive it, at which time they said that the routing and account number I gave them was incorrect I double verified it and it was right. I changed it to a different bank account that I have since they were having an issue and I still havent received my payment and they are not emailing back and there is not a number to call with concerns.

  Business Response

  Date: 06/01/2023

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

  Our **************** team can be contacted via email or our Live Chat function, and we work hard to ensure they respond within a timely manner. We can see that you have been contacting our **************** Team regarding this situation. 

  We have reviewed your order, and can see that payment was initially processed on 18th May. It appears to have failed, and was then reissued on 25th May. Upon receipt of your complaint, I have reviewed this alongside our accounts department, who have confirmed it appears to have become stuck on the system, hence not receiving it as yet. 

  This has been immediately reissued and should be received shortly. Please accept my apologies for the inconvenience caused due to this. 

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20128082
  
  I am rejecting this response because:
  I still have not received the money to my account 

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

  Business Response

  Date: 06/07/2023

  We are very sorry to hear payment has still not be received. We cannot see that this has failed on our system, however would like to resolve this as quickly as possible for you. If you can confirm the details you are expecting payment to be sent to, we can check these are correct to ensure that this has not been sent to the wrong account. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20128082
  
  I am rejecting this response because:

  I have attached a picture of my check reorder for from my bank that has my account and routing number on it along with my name. I still have not received any money for my laptop. This is outrageous!
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/12/2023

  Thank you for confirming this. The details we used were correct, but we have checked and the reissue of payment failed. This has therefore been sent once again and should be received shortly. We are very sorry for the delay. 

  Customer Answer

  Date: 06/12/2023

   
  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:05/29/2023

  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.

  Re order #s: ******* & *******, created on 2023-04-29 & 2023-05-01, respectively. The second order used because Decluttr did not provide the shipping label for the first order due to a glitch in their systems.I sold, amongst other items, an "Apple iPad 5th Gen ******* 32GB 5th Wi-Fi - Gold" to Decluttr. Decluttr downgraded their original offer significantly because of a combination of damage and my err in selecting the wrong model type, I refused the offer, and they returned the iPad to me with a deep cut down the back of the iPad, reducing its marketability. The cut was not present when I carefully packaged the iPad in a bubble-padded envelope sealed within another box. The cut was present in photographs taken by and provided by Decluttr when they downgraded their original offer. The cut is consistent with that of a box cutter used to open a package.When I contacted Decluttr to be compensated by the damage, they asked if I could provide photographs of the iPad prior to shipping it to them. I provided two time-stamped high-resolution images of the iPad taken the day the sell order was created that show the serial number of the iPad and a clear absence of the now-present cut in the iPad. After their "investigation", their representative shrugged off my claim and just generally stated that they "are a reputable company" and that they "have to assume the fault was present before the item was sent over to us". A reputable company would have surveillance and would definitively prove that the damage was present (if such were the case) before concluding that they are not responsible. More so, a reputable company would not simply assume the damage was present when sent from the client, especially when the client provides photographic time-stamped evidence that no damage was present when sent.I would like $20 to compensate for the lost value of my iPad damaged while in the "care" of Decluttr, and I would appreciate an additional $20 as a goodwill gesture for my time.

  Business Response

  Date: 05/30/2023

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

  From looking into this, I can see that our customer service team have failed to provide the level of service we aim to provide for our customers, and I am very sorry for any disappointment or inconvenience caused due to this.

  From reviewing your order, I can see that the iPad arrived with us with a scratch on the rear of the device. This was not the reason for the regrade, however is visible in the images that were taken by our team.
  When packages arrive, they are carefully checked over and assessed prior to being opened. This is  done in case there are any signs of transit damage. 

  Packages are then carefully unpacked by our team, with CCTV and senior management observing at all times. Any damage or accidents which occur at this time are formally reported and processed to ensure the correct value payment is paid. 
  However, on this occasion, I can assure you that there were no signs of transit damage to the exterior of the packaging, nor was the damage caused by a member of our team unboxing the item. 
  Nevertheless, we can see you have provided us with sufficient evidence to show the item was not scratched when it was sent to us. As a result, we would be happy to issue a gesture of goodwill payment of $30 to compensate for the damage caused to the item, and inconvenience faced. If you would like to accept this, please respond via this complaint, and I will issue this for you to the details we have on your account. 

  I do understand the inconvenience caused and I am truly sorry for this. We will be providing feedback regarding the service received in relation to your order, and asking management to provide further training to ensure this does not happen again.

  Customer Answer

  Date: 05/30/2023

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

  ____________________

  Decluttr:

  Thank you for your prompt and generous response.  If I may humbly suggest something for your staff in the future: if a damage claim is made, please show pictures/video of the unboxing itself.  I know the iPad was not scratched when I packaged and sent it, and if you are sure your staff did not cut the item, I would have appreciated CCTV showing the item was not damaged during opening.  I don't want to ask for compensation if Decluttr is not responsible for the damage (though that gives me concern about the package being opened by the carrier).  Regardless, I appreciate the quick response and the generous offer.  I accept and sincerely thank you.

   

• Initial Complaint

  Date:05/26/2023

  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.

  Sent a phone in to sell to this company, they are claiming it is flagged in their system and are trying to keep it without paying for it. Phone needs to be paid for or returned.

  Business Response

  Date: 05/26/2023

  Thank you for contacting us. 

  I can confirm that your item is flagged as Bad ESN, so your item cannot be purchased at this time. Please be assured that the device will be returned to you free of charge. 

  Our **************** Team will be in touch as soon as a tracking reference is available. 

  We are very sorry this has not worked out on this occasion.

   

  Customer Answer

  Date: 05/26/2023

   
  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:05/19/2023

  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.

  The document I attached has all the email correspondence. I purchased a refurbished phone from the company. The phone they sent me was defective. They offered to honor the price I paid for the phone at the time, meaning I purchase a new phone, mail the defective phone back for a refund, and get an additional $20 credit to bridge the difference between the new price and the old price. I received the refund but never the $20 credit. They kept insisting they sent the $20 credit. They asked for my bank statement to prove the $20 credit was never received and I submitted my bank statement to them, with all my personal info. They are still not resolving it and are trying to close the case. At this point, they seem to be intentionally not working to resolve the issue and it has taken months and hours of my time. Please help. If I can provide more info I am happy to do so.

  Business Response

  Date: 05/22/2023

  Thank you for reaching out to us. 

  We are terribly sorry to learn the promised $20.00 has not been credited to your account. I can see this has been processed but I understand you have not received this. 

  I can see that you have a PayPal account linked to your previous selling orders. Would you accept the $20.00 via PayPal?

  We look forward to resolving this for you.

  Customer Answer

  Date: 05/22/2023

   
  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:05/19/2023

  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 am owed $12.80 regarding order# *******, which is for 16 blu-rays that were received by ****** on 5/11. Per my conversation with customer service rep *** on 5/17 which I have attached, I was promised payment of $12.80 in two business days which is by today. This morning I receive an email from ***** stating "something" is missing from my order without specifying what that something is. NOTHING is missing from my order and why I am being promised payment and then two days later receive a conflicting response that I need to provide a shipping manifest from the carrier? *** does not provide a manifest when you hand them a sealed box. DeCluttr has a litany of complaints on every online review site you can write a review where customers are having the same experience of baseless accusations of missing items to force customers to accept less than the price they were originally offered. I was promised payment of $12.80 (proof attached) and that is the only acceptable resolution.

  Business Response

  Date: 05/29/2023

  Thank you for reaching out to us regarding your order, and we are very sorry that you have felt the need to make a complaint. From reviewing your order, I can see that it was listed to contain 16 items, however upon receipt, 1 of these items was missing: Jack And The Beanstalk: 4k **************************** Beanstalk: 4k Restoration S ($0.57)

  As a result, there was a delay in processing payment for your order, as it was received incomplete. One other item on the order was missing a disc:[MISSING DISC] Old ***** [Blu-ray] - Old ***** [Blu-ray] ($1.06)

  It appears that our **************** team have been reviewing this for you, and agreed to honour the payment for both of these items. This was issued on 20th May, but was reported as not received. Our team have then reissued this, and our ******************* have confirmed this should be received in 3-5 business days. 

  We are very sorry for the delay in receiving the remainder of the payment for your order. 

  Customer Answer

  Date: 06/03/2023

   
  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 of 6/2/23, I can confirm the remaining balance owed to me was deposited into my account.

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

• Initial Complaint

  Date:05/19/2023

  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.

  This is regarding Order# *******. I am owed $12.80 for 16 blu-rays which were received by ****** on 5/11. I contacted customer service on 5/17 and spoke with *** who advised me payment of $12.80 will be issued in two business days which is by today. This morning I received an email from rep ***** stating "something" was missing from my order, despite specifically stating what that "something" is, and to provide a copy of the shipping manifest to complete my order. *** does not provide a shipping manifest when you drop off a sealed box. NOTHING was missing from my order and why am I getting conflicting replies from customer service? ********, which is owned by Entertainment Magpie, Inc., is in possession of my 16 blu rays, any reply to the contrary is patently false! I am seeing more and more complaints about this business of the same nature, claiming items are missing or damaged to justify lowering the offered sale price. At this point it's not about the money, it's about the principle and that I am dealing with a business model of theft. I have attached proof of delivery, receipt of my items on their app, and my conversation with *** promising payment of $12.80 by today.