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:04/14/2023

  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.

  I sent this business an iPad to purchase according to emailed offer I received. Ive been trying to contact them for a week to receive payment and I cannot seem to get a response. They have my iPad and I have not been paid.

  Business Response

  Date: 04/17/2023

  We are very sorry to hear of the issues you have been facing. 

  Please confirm your full order number, as we cannot locate any orders using the email address provided.

  Customer Answer

  Date: 04/17/2023

  Order 1478843
  
  here is the requested order number. 
  

  Business Response

  Date: 04/21/2023

  Thank you for confirming your order number. I am very sorry to hear of the problems you have been facing regarding this. 
  From looking into your order, I can see that the item was accepted for $74. 

  Payment was attempted on 11th April. but failed due to a system error, and was reissued on 19th April to the PayPal email address provided.
  We advise allowing 24 hours for PayPal payments to be received, therefore please let us know if this has still not been received and we can look into this with our accounts department. 

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Ive no doubt your assistance led to a rapid response from the business and a successful resolution. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for an IPhone XS 256GB UNLOCKED for the amount of 240$ in March of 2023. I received an email confirming my order and another the following day providing a visitors link for the tracking of the parcel. I signed up for tracking updates to email and phone. I have no record through email, text, or any other means of correspondence letting me know if my order was delivered. Even though I payed a premium for 2 day shipping I assume my order had been lost in transit. Consequently, I opened a support ticket to try and figure out whats going on. Support told me that they have filed an investigation with *** and asserted to me that the package was delivered to my address. I then opened another support ticket and was told again that because *** said they delivered the package it is my responsibility as the customer to contact *** and locate my parcel. The support was not helpful and continuously off-put my complaints regardless if theyd contracted a mistake-prone company. I am out of 240$ and a phone. I feel like Ive been scammed. Order No. R372922060

  Business Response

  Date: 04/13/2023

  Thank you for reaching out to us regarding your order.

  From looking into this, I can see that your order was sent on 7th April, via UPS. 
  The tracking number for this was 1Z867E8W0395071845.

  This was then marked as delivered by the courier on 8th April, and was marked as delivered to Front Door, indicating that it was delivered as addressed. 

  Our claims team did review this when it was reported as not received, however our investigation has been concluded as the claim being rejected.

  The item was delivered as addressed, and the courier confirmed this was successful, therefore we do have reason to believe the item was received as expected, and we will not be refunding this. 

   

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19930818
  
  I am rejecting this response because:
  My receipt is clearly address to unit 3. The front door is not my unit and was not the instructions I provided for the delivery. 
  Sincerely,
  
  *********************

  Business Response

  Date: 04/17/2023

  The order was sent to the address provided on the order details. 
  The first line of address for this was ************ CIR SE. 

  The courier has confirmed the item was delivered as addressed. 
  "Front Door" is used by the courier to refer to the main access to the address provided, and on this occasion the item was marked as delivered successfully to the address provided.

• Initial Complaint

  Date:04/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did business with Decluttr by selling some old CD's and DVD's to them. They offered to pay me $11.66 for my items. Their website states they will send payment the date after they receive the items. I shipped them on December 29th, and by March 13th had not heard from them. On March 13th, I messaged through their website that I had not gotten paid yet. My account then stated that payment had been issued and to allow 7 days for it to arrive. We are now 30 days later, and I have still not received my payment. I have messaged them 2 more times through their website with no response. They do not have a direct email address or phone number for me to reach out. I would like the $11.66 that they promised to pay. My order # with them is 1440961.Thank you, ***************************

  Business Response

  Date: 04/12/2023

  Thank you for reaching out to us regarding your order, we are very sorry that you have had to make a complaint regarding this. 

  From looking into this, order 1440961 was originally valued at $17.35. 

  8 items from the order did not arrive: 

  [ITEM NOT SENT] *************************** ($0.12)
  [ITEM NOT SENT] ***************************** - From A Room: Volume 1 ($0.33)
  [ITEM NOT SENT] ***************************** - Traveller ($0.42)
  [ITEM NOT SENT] ************************* - ************************* ($0.13)
  [ITEM NOT SENT] ****************** Raiders of the Lost ARK - Indiana ***** Raiders of the Lost ARK ($0.05)
  [ITEM NOT SENT] Kidz Bop Kids - Kidz Bop 9 ($0.15)
  [ITEM NOT SENT] Matchbox Twenty - Exile on Mainstream ($0.18)
  [ITEM NOT SENT] *********** Re-Load ($0.18)
  [ITEM NOT SENT] The Hills Have Eyes - The Hills Have Eyes ($0.16)

  and 30 of the items sent failed our quality assessment, and were therefore not paid. 

  The total paid for your order was $11.66 and this was issued on 16th February to the details we have on your account. We cannot see that this payment failed, and we would therefore advise checking the account listed on your decluttr account around the date mentioned, and around 5 business days after this. 

• Initial Complaint

  Date:04/10/2023

  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 this business 2 phones order (*******) and order (*******) they paid the first one with a little prodding. However I have gotten the run around on the 2nd order (*******) I was first to;d it failed and I gave them the correct PayPal address as they were able to send the first payment. Then I was told.thru their chat that everything was fixed and now they want copies of my bank statements which I will not provide. This transaction was supposed to completed thru PayPal just like the 1st one. I just want my money so I can be done with this company. The 2nd payment is for $415. Please kindly send my payment to my PayPal address just like the other one *****************

  Business Response

  Date: 04/12/2023

  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 looking into this, I can see that our accounts team reprocessed payment as expected over the weekend, however due to the public holidays, this was delayed.

  Payment has been processed as expected and should be received within 24 hours. 

   

• Initial Complaint

  Date:04/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Still waiting for payment or a response to my email. No phone number available to call customer service and no response to email. ORDER NUMBER: *******

  Business Response

  Date: 04/11/2023

  Thank you for reaching out to us regarding your order. 

  From looking into this, I can see that your payment failed due to invalid PayPal details. These were then changed on Friday, which was a Bank Holiday, so payment has not been processed until today.

  Please allow 24 business hours for this to be received. 

• Initial Complaint

  Date:04/07/2023

  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 was told that I could sell my phone here on D clutter website so I did and they sent me an email with the tracking number so I printed it out put it on a box and sent my $650 phone to them. they said they would pay me $641 but now when I go to a website they have the tracking number messed up and this is their fault because they gave me the tracking slip so they are stealing my phone and they wont answer any phone calls because the number they provided is disconnected and I have sent numerous emails without a reply. I will file a police report if I dont hear back ASAP, they have stolen my brand new iPhone.

  Business Response

  Date: 04/11/2023

  Thank you for reaching out to us regarding this. 

  We are very sorry to hear of the problems faced. We cannot locate any orders under the email address you have contacted us from.

  Please confirm your full order number and the email address on the account, and we can then review this for you. 

• Initial Complaint

  Date:04/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on Decluttr's website to see how much they would give me for an Iphone 11 and a 4 generation Ipad Air. The website said the Iphone was worth $215 and the Ipad was worth $270. I processed the items on their website and received two packing list for the items. The lists had separate order numbers. They were for the Ipad Air 4 it was ******* and for the Iphone 11 it was *******. I received the $215 for the Iphone but didn't see the $270 for the Ipad Air 4. They keep telling me I didn't send a second package. Both the items were in the same box. The box weight 2lb 4.2oz. It certainly would not of weight that much if I only sent an Iphone 11.

  Business Response

  Date: 04/11/2023

  Thank you for reaching out to us regarding your order.

  From looking into your account, I can see that we have 3 orders under your name.

  Order ******* for $270, for an iPad air 4, Order ******* for an iPhone 11 at $215, and order 1473807 for both items. 

  The items arrived using a label for order *******, and the iPhone was therefore paid in full when this arrived. 
  As the iPad was not listed under this order number, it was not immediately processed, and our team had to review this.

  They then processed the iPad under order 1473807. 

  The iPad was then accepted for $270, and paid in full yesterday. Due to the bank holiday weekend, this payment should be received in 2-3 business days. 

  Customer Answer

  Date: 04/13/2023

   
  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:04/04/2023

  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 company quoted $ in exchange for 3 old cellular phones. I shipped the phones. They downgraded one of the phones and mailed me a small check. For months on end, I inquired about the other 2 phones. The company took zero responsibility. After 18 months of emails, an employee gave me a *** tracking #. Working with ***, I determined that Decluttr sent the telephones to the WRONG address. Decluttr owes me money for the telephones. They have been nothing short of rude.

  Business Response

  Date: 04/05/2023

  We are very sorry that you have not received your items back.
  

  From looking into your account, I can see you have had 2 orders with us. 

  Order 1387962 was made for 1 device valued at $10. The device arrived and was not the model described, therefore we could not accept this. As a result, the item was shipped back to you via *** with the tracking number provided. This was sent to the address on your order, which is on Walnut Street. 

  We received no correspondence to indicate the address had changed prior to returning this. 

  Order 1370336 was made for 1 device valued at $9. This failed our quality assessment and was therefore revised to $1.50 which you accepted, and so was paid. 

  Two other items arrived under this order, which were not listed.

  As per our terms and conditions, which must be agreed to prior to placing an order with us, For items that fail the Quality Assessment Process (see section below titled "Selling Your Stuff Quality Assessment") or that have not been included in your relevant online transaction (e.g., they have not been valued using Decluttrs online valuation engine and made a part of the sale you have submitted and agreed to), SUCH ITEMS CANNOT BE RETURNED UNDER ANY CIRCUMSTANCES AND WILL BE DISPOSED OF BY DECLUTTR.

  The items we received were not included on the order, and therefore had no valuation. These items were therefore disposed of by decluttr, a term which you agreed to when placing your order. 

  I am very sorry for any confusion caused by our customer service team, however the items are not to be returned under any circumstances, therefore they are no longer in our possession and have been disposed of appropriately. 

  Customer Answer

  Date: 04/05/2023

  I am startled by the immediacy and the clarity of this response.  I have been struggling for over one year.  I have NEVER received this answer. 

  YES, I received the $1.50

  NO, I never received a cellular telephone returned.

  NO, I never changed an address.

  As per **** it was sent to a wrong address

   No one ever told me my cellular telephones would be disposed of.  a run around for over ONE YEAR 

  Business Response

  Date: 04/07/2023

  I am sincerely sorry for any concern caused by the response provided.

  We can assure you that the item from your order was returned to the address we have on record, we received no indication from the courier that this was not successful, and it is marked as delivered to the address provided, which is the address you entered on your account. 

  
  The 2 unlisted items have been disposed of, as per our terms and conditions which were agreed to when placing an order with us, and we are very sorry for any confusion regarding this. 

  If the courier has informed you the item was misdelivered please provide a copy of this correspondence so we can review this.

  Customer Answer

  Date: 04/07/2023

  firstly 

  in18 months, this is the first sign of an apology 

  2ndly either the Cellular telephones were delivered or disposed of it cannot be both ways

   I have already delivered the u p s correspondence to you

  Business Response

  Date: 04/11/2023

  We are very sorry for the ongoing duration of this. 

  The item which was returned was the item from 1387962, & it was sent to the address on your account. 

  The other order, was a price quoted for 1 item which was revised, accepted and paid. The other 2 items you did not list on your orders were disposed of, as per the terms and conditions which you agreed to when placing an order with us. 

   

  Customer Answer

  Date: 04/11/2023

  I sent 3 cellular telephones.  I was quoted $55

  I was sent ****, a substantial downgrade

  the other 2 phones have been unaccounted for over a year with varying stories as to their whereabouts.  

  UPS tells me they were sent to the wrong address.  It took 18 months for Decluttr to provide a tracking #

  Not to mention the rudeness, disrespect, and absence of apology they show now.

   

   

  Business Response

  Date: 04/12/2023

  We are very sorry for the ongoing inconvenience faced due to this matter.

  As previously advised, we have 2 orders on our system under your name, both only containing 1 item. We do not have any record of an order which was placed containing 3 items on your account, and the 2 orders, *******  and ******* were for 1 item each.

  Order ******* was revised due to the item being described as a Moto G6 Play, but the item we received was actually a ************ which had cracks to the glass, therefore we could not accept the item and offered to return it back. According to our systems this was returned to you to the address on your account via ***. 

  Tracking numbers only show results via *** for 120 days, and therefore it no longer shows as valid on their website, however we can assure you this was addressed correctly, and was never returned to us, as suggested by ***. 

  Nevertheless, we do understand the ongoing duration of this complaint, and we are happy to honour the $10 originally quoted for this device. 

  Order ******* was for 1 item, valued at $9, and you accepted our reduced price that was presented. 

  I understand you also send in 2 other items via this order number, however these items were not listed on the order, and we have no record of you valuing these devices via our system. 

  Any technical items which are sent in, and are not included on any order will be disposed of, and under no circumstances will we return these to the customer. This is explained within our terms and conditions, and you have agreed to these terms at the time of placing an order with us. 

  Therefore, I am very sorry but no payment, nor return of these 2 items will be taking place, as they have been disposed of, and you did not send them in under an order which included them. 

  We are happy to pay for the 1 item which may have been lost by ***, however we must follow our terms and conditions for all customers therefore no payment, or return of the other 2 items which were not listed or valued previously will be made, and we cannot assist further regarding these.

  Payment for the Moto G6 Pure which we received is being issued now for $10, and should be received shortly. 

   

  Customer Answer

  Date: 04/14/2023

  once again, Decluttr cannot claim BOTH things.  Either they disposed of both of my cellular telephones or they sent them to the wrong address.  *** claims they were sent to the wrong address and signed for by someone other than me.  I sent the emails from *** to Decluttr when I received them but am attaching them again.  

  The FIRST email shows I sent correspondence to Decluttr

  Re: [musicMagpie] Re: This is a follow-up to your previous request #******* "You addressed ONE of the ****** Where is my cash, ******? Kind Regards, Teekie On Sat, ...
  
  
  
  
  
  
  *****************;<***************************> Thu, Mar 30, 5:06?PM
  
  
  to Decluttr
  
  
  
  
  
  
  
  Hi ******
  after 3 years and countless emails with countless customer service reps, you were the VERY FIRST to offer a tracking number.  All I have ever requested is MY 2 Cellular Telephones OR the $55 Decluttr offered me
  The tracking number had expired but with tenacity, you will read the results.  
  I am asking that you escalate this request.
  Regardless, I am assembling the countless emails I have received that example disregard, snarkiness, and more to present to the Better Business Bureau along with the fact that I have yet to receive my phones or money back.
  I have lots of "KIND REGARDS"
  Best,
  ***********************
  
  
  C-********** - Tracking/Tracking Information [ ref:_00DF05wsA._5003k2UFBU7:ref ]
  
  
  Inbox
  
  
  
  
  
  
  *** CUSTOMER SERVICE Mar 29, 2023, 12:10?PM (1 day ago)
  
  
  to me
  
  
  
  
  
  
  
  
  
  Hi Teekie,
  
  Thank you for your email.
  
  I do apologize for taking too much of your time here. I understand how confusing this is. I have checked further into the details, it appears that this shipment was a return shipment. The package was returned to the sender on 09/08/22 and we can't speak on behalf of the other company that is stating that this shipment was dispatched on 09/13/23. It is still best to coordinate with them and let them know that this shipment was a return and was received by *************
  
  Hoping for your patience and understanding.
  
  Sincerely,
  
  **********
  *** ************* Representative
  
  For quick and easy answers, please visit our *** Help and Support Center.
  
  Manage shipments on the go with the *** Mobile App.
  
  --------------- Original Message ---------------
  From: *********************** [***************************]
  Sent: 3/28/2023 2:50 PM
  To: ************************
  Subject: [EXTERNAL] Re: C-********** - Tracking/Tracking Information [ ref:_00DF05wsA._5003k2UFBU7:ref ]
   Let me understand...This company contends they sent 2 cellular telephones to me.  I NEVER RECEIVED THEM.  Now you are saying they were delivered to someone else.  Before I go back to this company I want to make sure I understand you completely.  
  Best,
  *****************; 
  On Tue, Mar 28, 2023 at 12:30?PM *** CUSTOMER SERVICE <************************> wrote:
  Hi ******,
  
  Thank you for your email.
  
  We are unable to speak on behalf of the company that you are currently coordinating with, however, I have checked this tracking number, our records show that the address that you have provided is showing different on what we have on our records.  I apologize because we are unable to provide a copy of the documents at this time, however, once you provide us  the complete address that matches the delivery we will definitely get you a copy of the proof of delivery.
  
  For now, what I can provide is that the package got delivered on 09/08/22 at 09:45 AM.
  
  Kind regards,
  
  **********
  *** ************* Representative
  
  For quick and easy answers, please visit our *** Help and Support Center.
  
  Manage shipments on the go with the *** Mobile App.
   [itunes.apple.com]       [goo.gl]       [goo.gl]  
  --------------- Original Message ---------------
  From: *********************** [***************************]
  Sent: 3/27/2023 1:25 PM
  To: ************************
  Subject: [EXTERNAL] Re: C-********** - Tracking/Tracking Information [ ref:_00DF05wsA._5003k2UFBU7:ref ]
   CAUTION! This email originated outside of the organization. Please do not open attachments or click links from an unknown or suspicious origin.
  
  The company said 2 cell phones were delivered to 
  31 *********, ****, ** 15223
  they were dispatched 9/13/22
  
  how could they be delivered befor ethey were dispatched? 
  On Mon, Mar 27, 2023 at 1:18?PM *** CUSTOMER SERVICE <************************> wrote:
  
  Hi Teekie,
  
  Thank you for bringing this concern to our attention.
  I understand your concern for this return shipment. I do apologize for the inconvenience that this has caused you. Upon checking, our records show that this specific shipment was delivered on 09/08/22. I may able to provide you with the proof of delivery for this shipment, kindly confirm the full delivery address for this shipment.
  Once we receive your response, we will promptly review it and advise you further.
  Kind Regards,
  **********
  *** ************* Representative
  
  For quick and easy answers, please visit our *** Help and Support Center.
  
  Manage shipments on the go with the *** Mobile App.
   [itunes.apple.com]       [goo.gl]       [goo.gl]  
  --------------------------------------------------------------------------------------------------------------------
  
  Tracking Number(s): 1Z867E8W9098153141
  Description: Company claims they shipped 9/13/2022 never received tired of fighting with them
  --------------------------------------------------------------------------------------------------------------------
  
  ref:_00DF05wsA._5003k2UFBU7:ref
  
  This e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.
  
   
  
  This e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.
  
  
  
  
  This e-mail and any attachments thereto may contain information which is confidential and intended for the sole use of the recipient(s) named above. Any use of the information contained herein (including, but not limited to, total or partial reproduction, communication or distribution in any form) by persons other than the designated recipient(s) is prohibited. If you have received this e-mail in error, please notify the sender either by telephone or by e-mail and delete the material from any computer. Thank you for your cooperation.
  
  
  
  
  
  
  
  
  *********************** (gmail.com)
  
  
  
  
  
  ---------- Forwarded message ---------
  From: *** CUSTOMER SERVICE <************************>
  Date: Wed, Mar 29, 2023 at 12:10?PM
  Subject: C-********** - Tracking/Tracking Information [ ref:_00DF05wsA._5003k2UFBU7:ref ]
  To: *************************** <****************************************************;
  
  
  Hi Teekie,
  
  Thank you for your email.
  
  I do apologize for taking too much of your time here. I understand how confusing this is. I have checked further into the details, it appears that this shipment was a return shipment. The package was returned to the sender on 09/08/22 and we can't speak on behalf of the other company that is stating that this shipment was dispatched on 09/13/23. It is still best to coordinate with them and let them know that this shipment was a return and was received by *************
  
  Hoping for your patience and understanding.
  
  Sincerely,
  
  **********
  *** ************* Representative
  
  For quick and easy answers, please visit our *** Help and Support Center.
  
  Manage shipments on the go with the *** Mobile App.
  
  --------------- Original Message ---------------
  From: *********************** [***************************]
  Sent: 3/28/2023 2:50 PM
  To: ************************
  Subject: [EXTERNAL] Re: C-********** - Tracking/Tracking Information [ ref:_00DF05wsA._5003k2UFBU7:ref ]
   Let me understand...This company contends they sent 2 cellular telephones to me.  I NEVER RECEIVED THEM.  Now you are saying they were delivered to someone else.  Before I go back to this company I want to make sure I understand you completely.  
  Best,
  *****************; 
  On Tue, Mar 28, 2023 at 12:30?PM *** CUSTOMER SERVICE <************************> wrote:
  Hi ******,
  
  Thank you for your email.
  
  We are unable to speak on behalf of the company that you are currently coordinating with, however, I have checked this tracking number, our records show that the address that you have provided is showing different on what we have on our records.  I apologize because we are unable to provide a copy of the documents at this time, however, once you provide us  the complete address that matches the delivery we will definitely get you a copy of the proof of delivery.
  
  For now, what I can provide is that the package got delivered on 09/08/22 at 09:45 AM.
  
  Kind regards,
  
  **********
  *** ************* Representative
  
  For quick and easy answers, please visit our *** Help and Support Center.
  
  Manage shipments on the go with the *** Mobile App.
   [itunes.apple.com]       [goo.gl]       [goo.gl]  
  --------------- Original Message ---------------
  From: *********************** [***************************]
  Sent: 3/27/2023 1:25 PM
  To: ************************
  Subject: [EXTERNAL] Re: C-********** - Tracking/Tracking Information [ ref:_00DF05wsA._5003k2UFBU7:ref ]
   CAUTION! This email originated outside of the organization. Please do not open attachments or click links from an unknown or suspicious origin.
  
  The company said 2 cell phones were delivered to 
  31 *********, ****, ** 15223
  they were dispatched 9/13/22
  
  how could they be delivered befor ethey were dispatched? 
  On Mon, Mar 27, 2023 at 1:18?PM *** CUSTOMER SERVICE <************************> wrote:
  
  Hi Teekie,
  
  Thank you for bringing this concern to our attention.
  I understand your concern for this return shipment. I do apologize for the inconvenience that this has caused you. Upon checking, our records show that this specific shipment was delivered on 09/08/22. I may able to provide you with the proof of delivery for this shipment, kindly confirm the full delivery address for this shipment.
  Once we receive your response, we will promptly review it and advise you further.
  Kind Regards,
  **********
  *** ************* Representative
  
  For quick and easy answers, please visit our *** Help and Support Center.
  
  Manage shipments on the go with the *** Mobile App.
   [itunes.apple.com]       [goo.gl]       [goo.gl]  
  --------------------------------------------------------------------------------------------------------------------
  
  Tracking Number(s): 1Z867E8W9098153141
  Description: Company claims they shipped 9/13/2022 never received tired of fighting with them
  --------------------------------------------------------------------------------------------------------------------
  
  ref:_00DF05wsA._5003k2UFBU7:ref
  
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  On Mon, Mar 13, 2023 at 2:56?P

  Business Response

  Date: 04/17/2023

  We are very sorry for any confusion, however the 2 devices you are referring to have been disposed of, as they were not listed on any orders which were sent to us, and therefore we were not liable for any value of these items. Our **************** Team indicated these had been returned, however the tracking provided was associated with order 1387962, which had the device that was revised due to the item being described as a Moto G6 Play, but the item we received was actually a ************ which had cracks to the glass, therefore we could not accept the item and offered to return it back. According to our systems this was returned to you to the address on your account via ***. 
  Tracking numbers only show results via *** for 120 days, and therefore it no longer shows as valid on their website, however we can assure you this was addressed correctly, and was never returned to us, as suggested by ***. 

  We have issued the full original valuation for this item as a gesture of goodwill for the inconvenience caused.

  The other 2 items you are chasing us regarding will not be made, nor returned, as you did not list them on any of your orders, and sent them as additional items. 
  As per the terms and conditions you agreed to, these items were not to be returned under any circumstance, nor were they to be paid for.

  "For items that fail the Quality Assessment Process (see section below titled "Selling Your Stuff Quality Assessment") or that have not been included in your relevant online transaction (e.g., they have not been valued using Decluttrs online valuation engine and made a part of the sale you have submitted and agreed to), SUCH ITEMS CANNOT BE RETURNED UNDER ANY CIRCUMSTANCES AND WILL BE DISPOSED OF BY DECLUTTR." 

  Your 2 transactions contained 2 items. 1 was returned back to you, as you declined the offer. We have since issued the original value for this device as a gesture of goodwill.

  The other item which was listed on your transactions was paid for at the revised price you accepted.

  We will not be returning nor paying for any other items as they were not listed or valued on your orders and therefore we are not required to issue payment for these. 

  We are very sorry this is not the response you were hoping for, however we have issued the original value of the item lost by *** as a goodwill gesture. You did not value the other devices prior to sending them, so we will not be returning these. 

   

  Customer Answer

  Date: 04/17/2023

  I am very impressed that the presence of the BBB causes Decluttr to use the words "we are very sorry".   in the very long time that I have been corresponding with at least 7 customer service agents, not one has been kind or decent and not a one has ever used those words.  In fact, one employee told me to stop emailing her.

  A *** tracking # was provided and yes, it was beyond 120 days and information was no longer available on their website but unlike Decluttr, I was able to have *** Customer Service provide the information to me explaining that the company sent the package to the WRONG ADDRESS.  I did not change my addy,  I did not receive the package.  I gave Decluttr the name of the person who received the package. 

  I certainly did list the 2 missing items on my original order.  Otherwise, I would not have an original quote for the 3 cellular telephones.  

  I DID NOT RECEIVE ANYTHING BACK FROM THIS COMPANY
  

  I DID NOT DECLINE ANY OFFER FROM THIS COMPAMNY

  They are sorry this is not the response I wanted?? How do they know what I want??  They have never listened to me.  *** did not lose anything.  

  I find social media repugnant.  I do not engage whatsoever but my daughter and her friends do.  They have been watching this situation with interest.  I also work on a college university campus.  Everyone I know uses social media.  Why would any company treat a customer so poorly?

  Business Response

  Date: 04/18/2023

  We have reviewed this matter at length, and are unable to locate any orders on the customers account where they listed 3 items for sale. 

  As advised, the tracking provided was for an order which was listed to contain 1 item, which was revised in price and declined. This was then returned, however we have honoured the original price for this order due to the inconvenience faced. 

  We have no record of an order which contained 3 items listed, and received 3 items under an order number which only had 1 item valued.

  Please provide us with a copy of your order confirmation, alongside your welcome pack which displays the order number, and the 3 items listed and valued under this. 

  We only have 2 orders under the customers details, both of which were for 1 item each.

  Once we have been provided with a copy of the order confirmation showing that 3 items were valued and listed prior to sending, we can look into this further. 

• Initial Complaint

  Date:04/03/2023

  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 am still awaiting the return of my iPhone 12. My iPhone was supposedly returned to me because we did not agree on a price. However, after inquiring about the status of my phone, I was informed they had my incorrect address :( As of today, the update is that the warehouse is backed up with return shipments I believe this is a scam operation and I am now without an iphone whose value is ~ $300 !

  Business Response

  Date: 04/05/2023

  We are very sorry to hear that you have not received your item back, and I can see that it was returned to us as the address was wrong.

  Our team therefore updated the address and have now sent this back to you. 

  The item has been returned to the new address, via *** with the tracking '1Z867E8V0343598779'.

  I am very sorry for the delay in receiving this back.

• Initial Complaint

  Date:03/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase: 3/5/2023 Amount paid: $329.99 Order number: R914247171 Issue: iPhone 12 purchased could not be set up due to a bootloop error upon startup. I initiated a return via decluttr online support, under the 14 day policy, on 3/11/2023. The file containing the original return shipping label was corrupted. The company has not been able to provide a valid return shipping label in any of my 5 followup requests for one.Desired outcome: I want to return the phone for a full refund.

  Business Response

  Date: 04/04/2023

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

  We are currently experiencing a technical issue in which all returns labels are showing as corrupt, and our IT department are working to resolve this as quickly as possible. 

  Unfortunately, whilst this is ongoing, our customer service team are unable to provide labels for customers, we are very sorry for any inconvenience, however I can assure you that this does not impact any of the time frames we offer refunds for. 

  I have spoken with management who have provided a label, please see attached. 

  please retain the proof of postage when sent for insurance purposes.

  Customer Answer

  Date: 04/04/2023

  The response from Decluttr states a return label is attached to their reply. I am not seeing any attachment or return label. Again, more of the same runaround. How can they generate shipping labels for purchases, yet be so inept at honoring returns? Still not satisfied. Issue needs to be escalated and resolved promptly. 

  Business Response

  Date: 04/05/2023

  We have attached the returns label to our response once again via the attachment feature on BBB. 

  Customer Answer

  Date: 04/05/2023

  This is a step in the direction of resolving my issue with Decluttr. I am sending the defective phone back today with the return label finally provided. Then the only outstanding issue is the full refund of the purchase price.

  Business Response

  Date: 04/07/2023

  I have noted the refund request on the order, and as soon as the item has arrived back our team will assess this and issue the refund as requested