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:05/12/2023

  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 20 ***************************** CD's to DeCluttr for "sale". The CD's were in good condition-I checked them before they were sent-Cases were ok, no cracks, etc and CD's were fine. I received a "rejection" from DeCluttr due to "Artwork issues"--these CD's were in cases--artwork issues?? There is no further explanation for rejection and no Rubric given. I requested for my property to be returned and the response was the standard you have agreed to the terms and conditions therefore we do not return anything.I've already seen several on the website for resale! Before I sent this artist, a search would bring up nothing and now they say "only 1 available"? *************************************************************************************************** They have STOLEN my property and are attempting to hide behind a "terms and agreement" which would NOT stand up in court. If they are not going to pay what they agreed to before I sent them, I definitely would like my property back. Even though the dollar amount is not large, I do not have an issue with going to small claims court just on principle to expose these fraudsters. I took pictures before I sent the product.

  Business Response

  Date: 05/17/2023

  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. 
  We work hard to ensure that all customers are provided with an accurate description of why their items were damaged, if we are unable to accept the media items sent to **. 

  From reviewing your order, I can see that the description provided states "Artwork damage" which generally refers to the paper within the CD or DVD case, that has the cover artwork on it. If this has any tears, missing pages, damage, or is missing, then the item may be rejected, as we cannot accept items in poor condition. 

  Upon receipt of your complaint, this was escalated to management for a further review of the exact reason for rejection of your items. They have confirmed that all of the items received had liquid damage present, which would be classed as "Artwork Damage" and therefore we could not accept the items. 

  The package was carefully reviewed and assessed upon receipt, and the liquid damage did not occur in transit. The parcel showed no signs of any liquid damage caused by the courier, and therefore we do have reason to believe these items were in this condition when they were sent to ** initially. 

  Our terms and conditions clearly state that we will not process payment "If the cover and/or sleeve notes OR the disk are irretrievably damaged and cannot be refurbished (e.g., the disk is cracked or very badly scratched or the cover and / or sleeve notes are water damaged, ripped or torn);" 

  Our terms also state "We have a right to reject, recycle and make no payment for any items that do not pass our Quality Assessment at our own discretion." and on this occasion, all of the items have been rejected. 

  When placing an order, you have accepted our terms and conditions, which also outline that we will make no payment, nor return any rejected media items. 
  All items sent to ** have been recycled as they were not in a suitable condition for ** to accept. 

  I can assure you that we receive thousands of orders each day, and our stock is constantly updating. 
  We do not list rejected items for sale, and your items have been rejected and recycled. 
  Unfortunately we have processed your order according to the terms and conditions you agreed to when placing the order, therefore no payment, nor return of your items will be issued. 

   

  We are very sorry that this may not be the outcome or response you were hoping for, however we must emphasise the importance of reading the terms in full before accepting and agreeing to them. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20050508
  
  I am rejecting this response because: They  STILL have not provided a Rubric for your standards, as well as describe exactly what was damaged. I sent 20 items and they ALL were rejected?   The artwork was NOT damaged.  I told the company I had pictures of everything I had sent and no one requested any more info.  If this had been actually investigated or sent to a manager, I am sure I would have heard from them again, but I haven't. They have put MY CD's that I provided to them UP FOR SALE!!!!     Keeping my product, rejecting it without a full explanation or proof and then putting it up for sale if FRAUD

  I'm done with complaints with the BBB, since this company seems to get away with nonsense.  This matter has been reported to both Federal and Local Authorities, as well as an Attorney for a possible class action since this company seems to ****** and dime people hoping they will not pursue small complaints.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/18/2023

  Hello ****, 

  I am very sorry that you are unhappy with the response provided. As advised, the warehouse team reviewed this and confirmed that the items were all liquid damaged. This means that the artwork of the items had experienced some form of liquid damage, and the items were no longer in an acceptable condition. We do not take images of damage to any media items, due to the high volume of products we receive.
  When placing an order you agreed to our terms and conditions which stated we would dispose of any rejected items and not make any payment or return of these.

  We must emphasise the importance of reading terms in full before placing any orders, as we must process all orders following these terms. 

  Nevertheless, on this occasion we do understand the concern that all of the items were rejected due to this, and after having discussed this, as a one time gesture of goodwill, we will be issuing the original payment amount to the details on your account. Please allow 3-5 business days for this to be received. 

  In the meantime, we would like to once again assure you that any rejected media is immediately disposed of and recycled. We do not sell rejected items on our websites. Customers agree to accept no payment for rejected items, and also agree that we will not return any such items. 
  We understand you may not have been aware of this, however all details regarding possible causes of rejection can be found in our terms and conditions moving forwards. 

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The trade in price they provided is well below what they promised initially and they did not ship your device back even if you decline their offer

  Business Response

  Date: 05/05/2023

  Thanks for contacting **, we are very sorry that we were unable to honour the original price offered for your item. 

  From looking into this, I can see you described your item as "Good" condition, therefore we offered $347.00 for this, however when the item arrived, it had a number of deep/heavy scratches present, which our website indicates would be "poor" condition.  As a result of this, we had to reduce the offer to $208.20. 

  We must adhere to the price brackets outlined on our website, and this does detail that a device with heavy scratches would be "poor" condition, therefore this is the price we offered you. 

  As you declined the offer, we will be returning the device back to you. 

  We kindly ask you allow 24 business hours before we return the device, to allow time for this to be processed, and we can see you opened this complaint as soon as the offer had been declined. 

  The item has been returned to the address on your order via *** with the tracking 1Z867E8W0393089867. 

  We are very sorry we could not offer the price you were hoping for on this occasion. 

• Initial Complaint

  Date:05/03/2023

  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 emailed to have my account deleted and all information deleted ASAP, but they claim they're having system issues and can't delete my account for 30 days. This site appears to be a scam and set up to defraud the public. I am so grateful that I didn't actually send them my Apply device.

  Business Response

  Date: 05/03/2023

  Hello ********,
  Thank you for reaching out to us via BBB.

  We are very sorry for any confusion caused. We are currently experiencing a technical issue, however, we can assure you that your account, and all personal data we have on record will be permanently deleted within 30 days.

  As advised, you will receive an email confirming this once it has been done. 

   

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20012544
  
  I am rejecting this response because: Decluttr knows they cannot delete or properly manage accounts in accordance with their own user agreement policy. They are not following ** data privacy laws. Shame on this business. I do not recommend that anyone does business with Declutrr. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/04/2023

  We can assure you that we will be deleting and closing your account and all data permanently in accordance with the requirements we must adhere to. You will receive confirmation within 30 days of the your initial request that your account has been deleted and all data removed. 

• Initial Complaint

  Date:05/02/2023

  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 my Apple Watch in to sell. Got an email saying It was locked. I unlocked It from iCloud and never heard anything else. *** reached out by email and they didnt even know who I was or what I wanted. I replied with screen shot of order number etc. No reply. So I hit chat because there is no number to call. No help. And then I did it again and They ended It when I said I was going to report them. Cannot even cancel and get my items back.

  Business Response

  Date: 05/03/2023

  Thank you for reaching out to us regarding your order to sell items to us, and we are very sorry that you have felt the need to make a complaint. 
  From looking into this order, I can see that the device was retested as expected, and was found to be unlocked, so our team processed the item. 

  Unfortunately, the item was not as described, and therefore we had to revise the valuation of the device. 

  The item was described to us as Watch SE 40mm GPS Gold Aluminium, however, when checked, our team have found that the item is actually Watch SE 40mm GPS + Cellular Gold Aluminium. 

  We offer different valuations for devices with only WiFi capabilities, and Wifi+Cellular capabilities. 
  The order was also received outside of the Price Guarantee time frame, as the order was placed in February, but not received until 25h April. As a result, we are no longer offering $93.50 for the device, and we can only offer $50 for the particular model you sent in. 
  As you have declined the offer, we will be returning the item back to you, via the address we have on the order. 

  We are very sorry for any disappointment or inconvenience caused due to this, we strive to offer the best price possible for all items, and unfortunately we are unable to offer any more than $50.00 for this item at this time. 

• Initial Complaint

  Date:05/02/2023

  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 purchased my phone from Decluttr, and on the site, it said that it was unlocked. When I received it, it wasn't unlocked. I contacted them about it and they sent me a shipping label and said that they would fix it. When it was delivered, I waited a couple of days for them to email me, then I emailed them asking about it. They did not respond until about 3 days later saying that they'd look at it and email me again, but I had to email them yet again 4 days later and wait 3 days for them to respond. They immediately turned me down saying they would not fix my phone since there were a few cracks on the back. They said that they would send my phone back within 48 hours and email me when they do, but it has been a week and no email. I have emailed them asking about it and no response. I sent my phone back a month ago and I'm still phoneless. I don't get why they won't respond, and why they won't fix something that was faulty from the beginning just because of a few cracks. It was their fault that it's not unlocked and yet they refuse to do anything about it, even though the site said that it was unlocked from the start. I will attach a screenshot of the site where it says it is unlocked for further proof.

  Business Response

  Date: 05/05/2023

  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. 
  I am extremely sorry to hear that despite selling your device as Unlocked to any network, this is not correct. 
  From checking, I can see that the item is locked to AT&T, based on the serial number of the device.

  As we sold this as Unlocked, please contact AT&T to get the device unlocked directly, and we would be more than happy to reimburse the cost of this, if you can send over any invoice. This must be done directly by AT&T, and not by a third party. 

  Unfortunately, the device was returned back to ** with damage which was not present when we sold the device, therefore the warranty on your item is void, and we will not be accepting any returns of this for repair or replacement, however we are happy to cover the cost to unlock the device due to the fact it was listed incorrectly. 

  The item has been returned to you via *** with the tracking number '1Z867E8V0344800556'.

  I am very sorry for the inconvenience once again, and unfortunately you will need to get the device unlocked and we will reimburse the cost of this service.

  As the item is damaged, it is no longer eligible for our 1 year warranty. 

• Initial Complaint

  Date:05/01/2023

  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 mailed Decluttr three boxes of CDs and have not received payment for them. I have their emails stating they sent me payment via direct deposit into my bank account, which I gave them my bank account number and routing number. I have not received payment for the three orders: ******* $29.17 April 24 ******* $25.23 April 28 ******* $8.23 April 27 They are requesting my bank statement to show that I received payment from them. Why is this necessary when they can check with Accounting to see if the payments were sent? I refuse to send them my bank statement since they already have my bank account information. They are assuming Im lying about not receiving payment. I am not lying! I just want their *************** to make the payments!

  Business Response

  Date: 05/02/2023

  Thank you for reaching out to us regarding your orders, and I am very sorry that you have felt the need to make a complaint. 
  From looking into this, I am truly sorry for the delay in receiving payment for your items. 

  I can see that we issued payment for order 1483878 of $29.17 on 24th April. Payment failed and bounced back to us due to incorrect bank details on your account. We can see that you updated your payment information yesterday, 1st May, so we have reissued this and it should be received in 3-5 business days. 

  Payment for order *******, of  $25.23 was issued on April 28th, and does not appear to have failed and order ******* for $8.23 was also issued on 28th April. 
  As neither of these orders are showing as bounced back, I have requested our accounts team look into this, but we do have to allow 3-5 business days from the date payment was attempted, and today is only the 2nd business day. 

  I am very sorry for the inconvenience or delays caused due to this, and can assure you that we would like to resolve this as quickly as possible. 
  I would also like to apologise that you have been asked for your Bank Statement. This is not necessary as we have not liaised with our ******************* regarding this as yet, therefore I can assure you that we will be looking into this and providing the relevant feedback and training moving forwards. 

  Customer Answer

  Date: 05/02/2023

  The deposits they claim were sent are not in my checking account.  Perhaps they have entered the wrong bank account numbers in their accounting system. 
   
  My bank account routing number is:

  307074580

  My bank checking account number:

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

  I sent them this information to make the deposits.  

  Business Response

  Date: 05/05/2023

  The payments for orders *******, and ******* were issued prior to you updating the details on your Decluttr account, therefore we had to wait for the payment to either go through, or bounce back before we could reissue this.

  Both of these payments have been reissued and should be received in 3-5 business days. 

  The other order was paid to the updated details already and the payment should be received shortly. 

  We are very sorry for the inconvenience caused once again. 

  Customer Answer

  Date: 05/05/2023

   
  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:04/28/2023

  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.

  R530935435. I ordered this iPhone 11 for my niece. She has experienced many problems since day one. She asked Apple to check it out. They said it was the phone. She also asked *******, who is her carrier. The phone. I have filled out the form on Decluttr Site several times. No response. Tried calling. Constant busy. Want to send back phone and get refund as per warranty. My niece uses this phone for business.

  Business Response

  Date: 05/01/2023

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

  Please can you specify the fault with the item so we can look into this further? We work hard to ensure that all items are thoroughly tested and work as expected prior to dispatch, therefore we are saddened to learn that we appear to have failed to do so on this occasion. 

  We offer a 12 month warranty with all items, and customers are able to return any items with technical defects for repair or replacement. 

  Our refund period is 30 days, and after this time frame, we must attempt a repair or replacement prior to offering a refund. However, if you can please detail the issue that you are having with the device, we can look into this for you. 

• Initial Complaint

  Date:04/25/2023

  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 March 11th, 2023, I purchased a white ******** Switch OLED bundle from Decluttr, order #R393779174. It was delivered on March 15th when I noticed the charging dock was missing. From the support page, I chatted with the automated agent and a replacement dock was sent. The replacement was received on March 21st but was not the correct model for my order; what I received was a black dock for the original Switch when I should've received a white dock for the Switch OLED. I once again chatted with the automated agent who issued an RMA for the dock. The incorrect dock was received by Decluttr on March 24th per tracking number 1Z867E8W9091245680. I do not get any updates after this point so I email customer support on April 2nd. On April 5th, I get a response from a customer service agent who seems to think I'm reporting something not delivered. On April 7th, a different agent asks me for tracking details which I provided. On April 8th, I am informed this is being escalated to the claims department and that's the last update I received. At this point it's been over a month of not being able to fully use my Switch. I would like the correct, white OLED dock sent or a refund of $50 so I can buy one myself.

  Business Response

  Date: 04/26/2023

  We are terribly sorry to learn that you have experienced these issues with your Decluttr purchase. 

  We work hard to provide the best possible service to our consumers and it is evident that we have let you down on this occasion. We can assure you our failings will be investigated further to avoid such incidents in the future. 
  
  To resolve the complaint, I have processed a $50.00 refund and this will be arriving into your account shortly. We do hope this is a suitable solution for you. 

  We sincerely hope that this has not deterred you from using our services again in the future.

  Customer Answer

  Date: 04/26/2023

   
  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:04/21/2023

  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.

  The app Decluttr is a scam. They have lost at least 20% of my order items. Of the item values I sent in they have downgraded their value to 8 dollars instesd of the original 20 we agreed upon.

  Business Response

  Date: 04/26/2023

  Thank you for reaching out to us, I am very sorry that you have felt the need to make a Complaint about your order 1482616. 

  From looking into this, I can see that 45 of the items have not arrive with us:

  [] ******************* [DVD + Digital Copy + UltraVi - ******************* [DVD + Digital Copy + UltraVi ($0.09)
  [] ******************** - Facets ($0.22)
  [] ******************** - Kiss Me While I Sleep (Brilliance Audio ($0.22)
  [] ******* Hills Chihuahua 3: Viva ********************************* Hills Chihuahua 3: Viva ******** ($0.10)
  [] Cellular (New Line Platinum Series) - Cellular (New Line Platinum Series) ($0.21)
  [] Christmas at Waters Edge [DVD] - Christmas at Waters Edge [DVD] ($0.15)
  [] ************************** - The Motive (*********************** Series) ($1.04)
  [] Confessions of a Shopaholic - Confessions of a Shopaholic ($0.05)
  [] Cow Belles - Cow Belles ($0.16)
  [] ************************* - ***** At Sun ($0.17)
  [] ****************************** - Four to Score (***************************, No. 4) ($0.19)
  [] Flight of the Phoenix (Full Screen Editi - Flight of the Phoenix (Full Screen Editi ($0.05)
  [] Grace ********* [DVD + Digital] - Grace ********* [DVD + Digital] ($0.14)
  [] GUARDIANS OF THE GALAXY VOL. 2 - GUARDIANS OF THE GALAXY VOL. 2 ($0.27)
  [] Gullivers Travels (Two-Disc + Gullivers - Gullivers Travels (Two-Disc + Gullivers ($0.08)
  [] Is Anybody There? - Is Anybody There? ($0.11)
  [] It Takes Two - It Takes Two ($0.65)
  [] **** & The ********************** The Beanstalk ($0.17)
  [] *********************** [DVD] - *********************** [DVD] ($0.10)
  [] ************* the Jet Plane: Fantastic Faith - ************* the Jet Plane: Fantastic Faith ($0.70)
  [] ******************************* [DVD] - ******************************* [DVD] ($0.19)
  [] *********************** ($0.14)
  [] ****************** - Boy Genius - ****************** - Boy Genius ($0.14)
  [] ***************************** - Gone ($0.08)
  [] Kairos, ********************* ($0.39)
  [] *****************: Its Enough to Make a Grown Ma - *****************: Its Enough to Make a Grown Ma ($0.15)
  [] *********************************** ************************ - Fearless Fourteen (***************************, No. 1 ($0.27)
  [] *************************************: A *************************** Between the ($0.21)
  [] ************************ - Turbo Twenty-Three: A *************************** Nov ($0.13)
  [] Knight and Day (Single-Disc Edition) - Knight and Day (Single-Disc Edition) ($0.13)
  [] Kronks New Groove - Kronks New Groove ($0.11)
  [] Land of the Lost - Land of the Lost ($0.11)
  [] ******************************** - Dark Tort CD: A Novel of Suspense (Goldy ($0.33)
  [] Miss Spiders ***********: Happy Heartwoo - Miss Spiders Sunny Patch: Happy Heartwoo ($0.11)
  [] ***** Greatest Super Bowl ********* ***** Greatest Super Bowl Moments ($0.05)
  [] ******************************** - Boys Life ($0.20)
  [] ****************************** - Double Homicide ($0.12)
  [] ****************************** - Victims: An ************************* Novel ($0.51)
  [] The Great ************************* [DVD] - The Great ************************* [DVD] ($0.51)
  [] The ********************* *********** The ********************* ********* ($0.13)
  [] The King and I - The King and I ($0.11)
  [] The Land Before Time IV - Journey Throug - The Land Before Time IV - Journey Throug ($0.11)
  [] The ******* Brothers Farewell Concert - The ******* Brothers Farewell Concert ($1.18)
  [] *************************** - 50 Songs of Christmas ($0.05)

   

  Please could you confirm if these items were sent, and we can then look into this further for you. 

  If you have proof of postage for the order, please also provide this. 

• Initial Complaint

  Date:04/19/2023

  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 or about 3/18/2023, I arranged to send my new IPhone SE 3rd gen to Decluttr for $99.As of 4/19/2023, I have received no payment.Decluttr responds to inquiries with repetitive nonsense bot messages.This is my 3rd go around with this company; while they always play bait and switch, they have paid in the past.I noticed several times that Decluttr has been altering my bank account info. I have corrected it on their site, yet, miraculously, the next time I log in, the bank info will, again, have been altered.They are now claiming a brand new phone has deep scratches Unsurprisingly, they are unable to produce photographic evidence of the make-believe scratches, which they themselves concede.To date, no payment has been received.

  Business Response

  Date: 04/19/2023

  We are very sorry to hear of the issues that you have been facing, and that no payment has been received for your device.

  From looking into this, I can see that the item under order 1470583 was initially valued at $98, however was found to have heavy scratches, and is actually in "Poor" condition according to the specifications laid out on our website. 

  As a result, the offer was reduced to $81, and you accepted this, agreeing you were happy to take this price for the device.

  Our team then issued payment to the details on your account, but payment for this order failed, due to invalid bank details.

  We then reissued payment on 30th March, which failed once more due to incorrect details. 

  We then attempted payment again on 17th April, and it has failed once more. 

  We do not have any access or system ability to change customers payment details for them, and therefore we are attempting to issue payment to the details provided via our website. Unfortunately, these details are not working as expected, and payment has now failed on 3 separate occasions. 

  We can attempt payment to PayPal due to the repeated failed attempts if you would like to confirm a suitable PayPal email address, or alternatively, if you wish to confirm the Account Number and Routing Number manually, we can attempt payment again. 

  We are very sorry for the delays in receiving payment, and can assure you that we have attempted to issue this multiple times. but unfortunately it has failed. 

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19954263
  
  I am rejecting this response because:
  
  I am astounded by the consistency in this companys canned lies. Nearly every complaint posted here (be sure to check out PissedConsumer as well) is about the same problem that I am having.

  They absolutely do play around with bank account numbers; how else would mine be constantly converted to numbers I do not recognize? Saying they cant access the account is laughable.
  

  Their lying reaches the level of pathological.

  The deep scratches* IF they exist were not on the phone when I shipped it. We should not be surprised that these people cannot produce photographic evidence. They are an electronics dealer, for gawds sake. Do they not have access to a decent camera?

  All they sent was blurry, useless pics of who-knows-what.

  They will eventually blackmail you. 

  if you reject their offer, your device is binned. They claim they will recycle it and indeed they will. They will repurpose your device for a tidy profit.

  Why the GA AG has not yet stepped in is quite the mystery. However, I encourage everyone who has bred defrauded by Decluttr to make an online complaint with the Georgia AG. There is power in large numbers. These people show a clear pattern of fraud and deceit as well as bank fraud, and conversion.

  I cant help but notice that portions of my personal information has been scrubbed from their site, quell surprise. 
  

  They are quite welcome to do that; I screenshot *everything*.
  

  My offer to Decluttr: Pay the $99 you originally promised, via PayPal (these people should never have access to bank accounts), by 5 pm EDT TODAY. Should any fees attach on the recipients side, Decluttr will add that sum to their payment. They know how it works, playing dumb is no longer acceptable.

  This con game has dragged out for thirty days over a $99 payment.

  Perhaps the company fears setting a precedent; pay one customer and pretty soon *everyone* will expect to be paid. Open the floodgates!

  They will be getting off easy; I have also kept a record of the time I have had to spend jumping through their hoops.

  For PayPal, the email you use to send me your shameless bs is correct.

  I now have witnesses that you have the correct email: br***************** (Please dont continue to embarrass yourself claiming you used the asterisks and claim you thought it was part of the address).

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

  Business Response

  Date: 04/19/2023

  We are sincerely sorry that you are not happy with the response provided.

  I can assure you that we have no system access or ability to alter the payment details input by customers, and we take the security of this information very seriously. Customers need to ensure that the numbers relating to their account are correct, and that the type of account is valid to be paid. 

  Upon receipt of this response, our accounts team have reviewed this and confirmed that it may be that the account is not a checking account, which is causing payments to fail. The details we have attempted to use are the ones which are updated and saved to your account.

  Nevertheless, we have now reissued this via the PayPal email address confirmed, and would advise allowing 24 business hours to receive this. 

  The scratches which are present on the device are consistent with our description of a "poor" condition device, and any queries regarding this should have been raised prior to accepting the offer presented. When you accept the offer you are agreeing that you are happy to take that price for the device sent in, as a result, no further images can be provided of the fault as the item will now be in the process of refurbishment. 

  We are extremely sorry for the disappointment faced surrounding your experience with us, and I can assure you that we do work hard to ensure all customers receive payment promptly. 

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19954263
  
  I am rejecting this response because:
  
  How do these people live with themselves?

  Yet another nonsensical response.

  You will be sending this via PayPal with no clarification as to what this is in hopes I will accept and you will go right back to your games. I expect $0. Should that be the case, I will reach out to my ************ ************************* who is wonderfully responsive and aggressive with consumer complaints.

  Your bank account lies are preposterous. 
  

  The reason you cannot send decent photos is because you have already sold the phone, foreclosing any options for me other than to accept your unreasonable offer. Im guessing you pocketed $400-500 and 30 days after this began, you still cannot honor your promo of $99.

  All delays have been caused by you refusing to answer any questions or provide evidence of your claims, thereby stipulating that the phone was in new condition. You have *nothing* to prove otherwise.

  I believe I have made my position clear and my good faith willingness to settle for $99 is most generous.

  I will accept nothing below $99 add must have a screenshot of your payment via PayPal by 5 pm EDT today.

  I have wasted enough time with you and I am prepared to escalate if funds or proof, acceptable to me, that $99 was sent via PayPal are not forthcoming today.

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