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:03/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in an apple watch to be sold for $93.50 USD (Order #*******). The package was sent by a prepaid *** shipping label given by Decluttr. The package was then damaged in transit by ***. After 3 days of back and forth with ***, I won the damage claim and they agreed to send a check worth $93.50 to Decluttr since they paid for the shipping label. After contacting Decluttr via email support, I was put on hold for 2 weeks. I was then contacted by a representative named *****, I was told that I needed the *** receipt and serial number of the watch which are completely unrelated. ***** then transferred me to ***** who sent the exact same email template. During this, I received contact from *** saying that Decluttr has received my claim check. Now I am being ignored by email support and just want my money back. Here following are relevant information:Decluttr Order Number: ******* *** Tracking Number: 1Z867E8W9095086167 *** Claim Number: C-********** Decluttr Support Request Number: *******

  Business Response

  Date: 03/10/2023

  Thank you for reaching out to us regarding your order. 

  I am very sorry to hear of the problems that you have faced with this.

  From looking into this, I can see that the tracking for your order shows the item became damaged in transit, and *** accepted responsibility for this. 

  In instances such as this, the issue needs to be reported to us directly, so we can raise a claim with the courier. 

  However, from reviewing this, I can see that *** have forwarded the payment over to us for this item. 

  As a result, we have paid in full for this order. 

  Payment has been issued today, and should be received in 3-5 business days to the account details on your Decluttr account. 

  I am very sorry for the delays surrounding this, and for any inconvenience caused. 

  Customer Answer

  Date: 03/10/2023

   
  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:03/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent 3 shipments of audio cd's to DeCluttr in January and have not received payment on two of the three shipments. I did promptly receive a $29.99 payment on the least expensive shipment: *********** has not responded to my inquiries except for automated replies. I gave them a negative review on Trust Pilot, stating the non-payment scenario and they responded to that post stating that they resolved the matter privately with me and that is not true.The shipments I have not received payment for are listed below:Order ******* for $85.86 Order ******* for $116.97

  Business Response

  Date: 03/08/2023

  I am very sorry to hear that you have two orders which you have not received payment for. 

  From looking into this, I can see that order 1451398  has been received, but some items were missing. 

  Please can you confirm if the following items were sent: [] *************************** - Same ($0.05)
  [] *************************** Quintet - Gingerbread ($0.05)
  [] ***************************************** Swings Lightly ($0.05)
  [] ****************************** - Man Who Cried Fire ($0.20)
  [] ******************* - Horns a Plenty ($0.16)

  We can then update the order correctly, and issue payment for you. 

  The other order, 1451367 has been received but there were 3 items missing:

  [] ************************** - Skin Deep ($1.31)
  [] **************************** - Gunslinging Birds ($0.40)
  [] Various Artists - Black Lion Connoisseur 2 ($1.35)

   

  Please can you confirm if the above items were sent, and once confirmed we will then ensure you receive payment for the accepted items on each order. 

  Customer Answer

  Date: 03/08/2023

  My response to DeCluttr's message: I may have not have put the cd titles in question in the box. Please deduct theses titles from my payment and send payment. I no longer have those cd's

  in the future, the company should send me correspondence or respond to my inquiries to resolve something this simple.

   

  thank you,

  Business Response

  Date: 03/10/2023

  Thank you for confirming this.

  We have marked the missing items as not sent, and completed the orders, therefore please allow 3-5 business days for the remaining payments to be received.

  I am sincerely sorry you did not receive communication regarding this. Correspondence regarding any missing items is automated, and we will be raising this with our management for further review internally, to ensure that this does not happen again. 

  
  

  Customer Answer

  Date: 03/10/2023

   
  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:03/04/2023

  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.

  Order Number: 1449852 1-Sold them an IPhone 12 ProMax and was confirmed a price of $442 2- They rcvd the package on 1/25/23, offer claim was paid within 24 hours. Never heard anything 3-2/3/23 Sent email to their customer service stating non payment . They replied that they sent me payment. I showed them my online account which shows received but non payment. My previous transaction with them showed payment was sent.4- The ** Summer stated that they would need to resolve this with their tech side. Again I provided all documents with account number, my bank information. No reply 5- 2/16/23 was passed off to ***** who stated [payment in 2-3 days ***** never followed up with payment 6- 2/20/23 ** ****** stated would be escalated. 2/24 stated error in system and reverify my account info which I did and provided to them 7- 2/28 stated everything was fine and will issue me payment in 2-3 days.8- 3/1 never received and they stated will clear 3/2. Still have not received payment or follow back email why. Not once have they disputed my phone and quality. Never got paid

  Business Response

  Date: 03/06/2023

  I am sincerely sorry to hear that you have not received payment for your order.

  From looking into this, I can see that we initially attempted to process payment for your order 1449852 on 26th January, however this failed due to incorrect payment details. 

  Our **************** team then requested this be reissued, but the payment details on your account had not been updated so we could not proceed.

  As the details have now been updated, we are reprocessing payment, and this should be received in 3-5 business days. 

  I am very sorry for any inconvenience caused due to this. 

  Customer Answer

  Date: 03/06/2023

  I attach and confirm my account details in every email I respond to. This is unacceptable as I have provided the correct information. Another 3-5 business days for an ach payment is unacceptable.

  Business Response

  Date: 03/09/2023

  We are very sorry for the delays faced. Unfortunately, the account details initially uploaded to your Decluttr account were incorrect, and therefore invalid for payment to be issued.

  As they have been amended, we have now processed the payment to these details. This was done manually and should now have been received. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19540409
  
  I am rejecting this response because:

  as of march 9th 7:46 am pst funds have not been recd.account information has been consistent since day 1, and provided each time to verify.

  send payment immediately 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/10/2023

  I am very sorry that payment has not been received. As we advise on our website, payment may take 3-5 business days to be received. Please allow this time frame to pass. 

• Initial Complaint

  Date:03/04/2023

  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 5 shipments of DVDs and CDs to Decluttr in October 2022 for an agreed upon total price of $120.18. Decluttr acknowledged receipt of all 5 shipments. Since that time I have not received payment for any of these items despite repeated contact with their customer support over the past 4 months. After reading many of the ****+ complaints on the BBB site against Decluttr I can see Im not alone as many other people have had similar issues with this company. Their Customer Support claims a payment was sent for one of the 5 orders but I never received any such payment. The latest excuse was they wanted copies of my bank statements which is absurd, They could easily verify that no payment was sent using their own bank records but they refused. I just want a check for the $120.18 that I am owed. Its been 4 months that they have been stalling and delaying this. I dont think this is a reputable company and people should take their business elsewhere.The order numbers are:******* ******* ******* ******* *******

  Business Response

  Date: 03/06/2023

  We are very sorry to hear of the problems that you have been facing with your orders. 

  Having looked into this, I can see the following: 

  A number of items from 1416929 were rejected, and the total payment authorised was $44.20. This failed on 23rd December, due to incorrect payment details. 

  Order 1417006 had 2 items missing when it arrived, therefore it was not completed on our system. The missing items were [] Lone Survivor - Lone Survivor ($0.15)
  [] Sunatoria Black Mask Improved 2018 For - Sunatoria Black Mask Improved 2018 For ($5.89). You will need to confirm the whereabouts of these in order for this to be completed and paid for. 

  Order 1416931 also has 2 items missing. [] The Bodyguard (Special Edition) - The Bodyguard (Special Edition) ($0.15)
  [] The ******** Case (Special Edition) - The ******** Case (Special Edition) ($0.80). This will be completed when the whereabouts of these is confirmed. 

  Order 1407830 has 13 items missing, and therefore cannot be completed.

  Please confirm if the following items were sent: 

  [] American Made [DVD] - American Made [DVD] ($0.21)
  [] Big Night [DVD] - Big Night [DVD] ($0.20)
  [] Cocoon - Cocoon ($0.29)
  [] High Noon - High Noon ($0.86)
  [] Kennedys Miniseries - Kennedys Miniseries ($1.38)
  [] L.I.E. (Rated Version) [DVD] - L.I.E. (Rated Version) [DVD] ($0.40)
  [] Last Flag Flying - Last Flag Flying ($0.14)
  [] Last Tango in Halifax Special (DVD) - Last Tango in Halifax Special (DVD) ($0.13)
  [] Love Story - Love Story ($0.14)
  [] The Babe - The Babe ($0.14)
  [] The Jungle Book DVD - The Jungle Book DVD ($0.17)
  [] The Last Diamond [DVD] - The Last Diamond [DVD] ($0.31)
  [] The Lost City of Z - The Lost City of Z ($0.17) 

  Once confirmed, we can then process payment. 

  Order 1416930 was also missing items:
  [NOT ARRIVED] Fall, The: Series 3 - Fall, The: Series 3 ($0.78)
  [NOT ARRIVED] I Want to Live! - I Want to Live! ($0.41)
  [NOT ARRIVED] Life *********************** Father ($0.01)
  [NOT ARRIVED] My *********************** - My *********************** ($0.01)
  [NOT ARRIVED] The Age of ******************* Age of ******* [DVD] ($0.18)
  [NOT ARRIVED] The Devils Wedding Night - The Devils Wedding Night ($0.05)
  [NOT ARRIVED] The Infiltrator - The Infiltrator ($0.17)
  [NOT ARRIVED] The Promise (2017) [DVD] - The Promise (2017) [DVD] ($0.14)

  Once we have confirmation on the status of the mssing items, we can process payment for your orders.
  You will need to update your details via your Decluttr account, as the original payment bounced as they came back as incorrect. 
  Once the details have been updated, we can reprocess payment for you. 

  Customer Answer

  Date: 03/06/2023

  Thank you for the prompt reply.  I would like to have a check mailed to avoid any further issues with direct deposit.  Im quite sure all the items were included in the shipments.  I printed out the orders and checked each item off when they were packed.  I included the checklists with the shipments.  The original amount agreed was $120.18.  Please let me know how much you are willing to pay and Ill let you know if that would be acceptable.  Once I receive the check and it has cleared I will agree to close this complaint as resolved.

   

   

   

   

  Business Response

  Date: 03/09/2023

  Thank you for confirming the missing items were sent. 

  We have now updated the status of these items on the order, and they will be paid for. 

  Unfortunately, the payment method selected at checkout must be used before we can attempt any other payment method, therefore we will be paying ***************************************************** has a final value of $33.56 after the rejections have been deducted, and order 1407830 has a final value of $8.86 after rejections are deducted.

  Order 1416931 has a final value of $21.78 as there were no rejections, and 1417006 has a final value of $9.19 after rejections have been deducted.

  Order 1416929 was already paid for in December. 

  All payments will be sent via the payment method chosen at checkout, and should be received in 3-5 business days. We are very sorry for the delays faced. 

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19539649
  
  I am rejecting this response because:

  Thank you for responding and agreeing to make some payment.  However Order 1416929 was NOT paid in December.  If you refer to your businesss last response to this complaint it was acknowledged that the payment failed.  Also there is nothing wrong with the payment details.  It must be a problem on your end.  Therefore I would like a check sent for the entire amount due of $120.18 given your business has already delayed this for four months.  Once I receive the check and it has cleared I will agree to close this complaint as resolved.

  From the Business on Monday, March 6, 2023
  We are very sorry to hear of the problems that you have been facing with your orders. 
  Having looked into this, I can see the following: 
  A number of items from 1416929 were rejected, and the total payment authorised was $44.20. This failed on 23rd December, due to incorrect payment details. 

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

  Business Response

  Date: 03/09/2023

  Hello ****, 

  I am extremely sorry for the mix up regarding your order 1416929. This was paid for in December, but payment failed.

  We do not offer a change of payment method, therefore we need to reprocess this payment using the account details on your account. You will need to update the details on your account so we can retry this. 

  If this is unsuccessful after our second attempt, we may be able to issue a check, however this is not a payment method we offer for customers. 

  Unfortunately, as direct deposit was selected, and the initial payment failed, you need to update your details on your decluttr account to allow for us to reprocess this.

   

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19539649
  
  Thanks for the prompt reply.  I re-entered the payment information but its the same as it was before,  Not sure why it failed the first time but please go ahead and try again.  If it still doesnt work please send a check.

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

  Business Response

  Date: 03/14/2023

  Thank you for confirming the details have been amended via your account. 

  We have reprocessed payment for all 5 orders on your account.

  Please allow 3-5 working days to receive these payments, due to bank processing times. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19539649
  
  I am rejecting this response because:

  Thank you for the reply.  I have received payment for 4 of the 5 orders:

  1417006 $9.19

  1496131 $21.78

  1416930 $33.56

  1407830 $8.86

  I have not however received payment for:

  1416929 $44.20

  Again an attempt was made to send payment for this order on 12/23/22 but it did not go through as acknowledged by your business on 3/6/23 in this complaint:

  From the Business on Monday, March 6, 2023
  We are very sorry to hear of the problems that you have been facing with your orders. 
  Having looked into this, I can see the following: 
  A number of items from 1416929 were rejected, and the total payment authorised was $44.20. This failed on 23rd December, due to incorrect payment details.

  My payment details are correct since the other payments were successful.

  As soon as I receive payment of $44.20 for this order this complaint can be closed as resolved.

  Thank you for your assistance.

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

• Initial Complaint

  Date:03/03/2023

  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 purchased an electric guitar through ********* website. ******* has "Marketplace Sellers" similar to how Amazon has sellers who utilize the platform to sell their products. The transaction is processed through ********* platform, but fulfilled by the "Marketplace Seller" in this case it was Decluttr. The title, description and photos of the listing all relate to a "Pre-owned - ********************* i81 Electric Guitar NOS w/ Gig Bag *Charcoal Grey* Super Rare!" After purchasing the item and Decluttr shipping item to my house, what I actually received was an audio CD from the ********************* company (the company that makes the electric guitar, not the electric guitar itself). After contacting Decluttr through ********* website, I was told by *** from Decluttr that what I purchased was actually a CD, not a guitar. After responding to *** with all information from listing, proving that no where in the listing does it mention a CD and all information only relates to an actual Electric Guitar, *** responded that it must have been an error with the listing. I can understand that mistakes happen, but the listing goes as far as how to describe that this guitar is a "hidden treasure at their Decluttr store" and that most customers don't know they sell electric guitars, as they are known for reselling CD, DVD's and other media. One can assume from this that this listing was intentional, as you describe the guitar in the store and even where it is located in the store. The resolution I would like is to receive the guitar that I purchased. I do not want the ********************* audio CD I was shipped, I want the ********************* electric guitar that I ordered.

  Business Response

  Date: 03/06/2023

  Thank you for reaching out to us regarding your order. 
  

  I am very sorry to hear of the problems that you have been facing with your ******* order, and for any confusion caused.

  From reviewing this, I can confirm that we do not sell Instruments, or Electric Guitars via Decluttr. This is not an item which is available from our store. 

  I can see that there was a listing error with the order that you placed, which has since been rectified by our internal team. 

  We have fully refunded the order for you, and this should be received in 2-3 Business Days. I am very sorry for any confusion however we have refunded the order as this is not an item we stock, and the listing issue has been rectified. 

  
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19532327
  
  I am rejecting this response because:

  The listing was not an error. If you reverse image search the pictures of the guitar from the listing on ******* on ****** you will find that no other images found on the internet match those images, meaning they were taken specifically for the listing of the guitar. They were not taken from another website or from some other listing for the instrument. 

  Although Decluttr is not known for selling musical instruments the listing on ******* even states "This is a new old stock item
  that has never left our store, located in our electric guitar room; a bit of a hidden treasure if you will! They describe why it is a hidden treasure. It's an item that never left the store in all the years they have had it. I know more about ********************* guitars than most people in the world. This guitar was manufactured anywhere from 2004-2008. Putting it at 2008 means that this guitar is at least 15 years old. Decluttr is a company that goes under many different names, owners, etc. Some other names the company goes by is Estocks_usa, Entertainment Magpie **** Music Magpie, DBA Decluttr, It is not out of the realm of possibilities that at some point one of these companies in the last 15 years at one point had possession of this guitar. One thing that is common among all these companies is that the reviews of them are horrendous all over the internet because the company is constantly involved in unethical and illegal practices. So much that multiple reviewers have filed complaints with Georgia State Commerce against them for illegal activities. 

  Going with this logic of thought the only explanation as to how this guitar was listed on their ******* profile as an error would be that it was hacked. The odd thing about that is they had no other "fraudulent listings" associated to their Marketplace Seller account at that time of purchasing this item. I checked to make sure that wasn't the case before purchasing. It doesn't make sense that one person would hack a companies account to list one item at a low price.  

  What does make sense and what I believe was "the error" was the price the guitar was listed at. They had every intention of selling this guitar so much so they took all the photos and wrote the description matching as to why they had this guitar. The error was the price it was listed at. Unfortunately for them, under Federal laws from the **** as well as Georgia State Commerce law they are not protected by that fact. Under commerce and contract law a product was listed at a price (the offer) me purchasing the guitar was acceptance of the offer (agreement to conditions of offer.) Any court in ***************** would side with me in this case that legally the guitar was purchased and belongs to me.

  I would still like the guitar as I legally purchased it and own it. . If they do not send the guitar I will continue with filing complaints with the *** and Georgia State Commerce. 

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

  Business Response

  Date: 03/10/2023

  Hello *******, 

  We are very sorry for the delay in response. 

  I do completely understand your frustrations surrounding this, and I am extremely sorry for any confusion surrounding your order. 

  Decluttr are a company who supply refurbished tech, such as phones, computers, and games consoles, as well as media items such as CDs, DVDs, Books and Games 

  We do not stock instruments, nor do we have any in person stores.

  We have reviewed the contents of the listing and I can assure you that this is an error. 

  We do not currently, nor have we ever supplied musical instruments, and we do not have any guitars in our possession. 

  We have recently started selling items via *******s website, and ******* are writing our listings directly, we provide each barcode, and we do not type up the description for each individual item.

  Upon receipt of your complaint, we spoke with our team who have direct contact with *******, and the listing has been retired, meaning that this is no longer visible to customers. 
  

  Unfortunately, it does appear that ******* added the description of the item inaccurately by mistake, and as a result we have fully refunded the order for you. 
  

  We are sincerely sorry for any disappointment but we do not supply guitars, and this is not an item we have to provide you with. 
  Unfortunately as a result, we have had to fully refund the order, and we did supply the item which was linked to the barcode you ordered. 

  I am very sorry that this was not made clear to you, however I can assure you that we were not hacked, and there was not an issue with pricing. The item is not something we supply, and this was a listing error. We have refunded the order without needing to receive a return for the item you received.

  We are very sorry that this is not the response you were hoping for however we cannot provide the item as this is not something we have. We also do not have in person stores, therefore the quote regarding trying the guitar on is impossible. Our services are solely online, and this item does not belong to our stock. 

  We have provided feedback regarding the listing to *******. 

   

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19532327
  
  I am rejecting this response because:

  I appreciate you responding back to me about this issue. Unfortunately, I find it hard to believe that ******* was the cause of this error. The reason being is that the description and photos are not "stock" descriptions or photos taken elsewhere from the internet. The description has been personally written about this specific  pre-owned guitar. Quoted straight from the description:

  "Extremely hard to find ********************* i81 Electric Guitar in Charcoal Grey finish. This is a new old stock item
  that has never left our store, located in our electric guitar room; a bit of a hidden treasure if you will! Guitar
  does have some very slight buckle rash from customers trying it out, but pristine aside from that. Included
  with the guitar is a ********************* iGuitar bag for free!"
  

  ****** this text and you will find no other listing on the internet  now or from the past that had this text, meaning it was specifically written for this listing. Do you give ******* creative freedom in writing backstories to items? It doesn't make any sense. Same thing goes for the pictures, if you reverse image search every photo on the listing you will find no other images match those on the internet from any other listing of ********************* guitars now or from the past. 

  The only logical explanation to this is that this description and these photos were specifically meant to sell this pre-owned guitar. ******* would not have been in possession of this information and photos unless it was supplied from somewhere (Decluttr/ companies associated with Decluttr)

  Coming from a family of lawyers I can see tell you are very intently saying Decluttr does not carry instruments, nor ever has. That indeed may be the case, but in my last response I made sure to call out other companies associated with Decluttr such as Estocks_usa, Entertainment Magpie **** Music Magpie, DBA Decluttr. Those are just the companies from a quick ****** search that I found with ties to Decluttr. I'm sure if I do some more research I can find more. Can you say with 100% certainty that none of these companies have ever in the past had possession of an electric guitar? Would ******* be able to provide evidence on how they created this listing with a unique description and photos found no where else on the internet? 

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

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in my IPhone about 5 days ago for an estimated payment of $701. Today 3/2/22 I received an email from Decluttr stating my phone was red flagged and they wont return or pay me. Heres the thing, I have a clean report from swappa saying there are no red flags. I then proceeded to call ATT as they are the ones that sent me the phone originally and asked them to check their system to see if the phone is red flagged. They replied there is nothing on it whatsoever that would be considered a red flag or anything. No lost or stolen report or anything. Decluttr in essence is stealing my phone. Ive been trying to contact them via email but they dont get back to me about it at all. I just wanted what they quoted me and instead they are not giving me anything and not even returning the phone. Its a brand new iPhone 13 Pro *** 512gb that they said they would pay me $701 for. Im asking for the money or my phone back which was the agreement when I sent the phone in.

  Business Response

  Date: 03/03/2023

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

  From checking, I can see the item was received and found to have Bad ESN. 

  This means the item has outstanding bills due, or is currently under a contract. 

  Unfortunately, we are unable to accept these items for payment, therefore we can either recycle or return these. 

  We have returned this item to you. This has been sent via *** and has the tracking number 1Z867E8W0394899856. 

  Customer Answer

  Date: 03/03/2023

   
  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. When I asked for my phone back Decluttr said they wouldnt ship it back. Be careful its probably a way for them to keep phones without much fuss. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/27/2023

  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.

  Decluttr made me an offer to pay $389 for a used Ipad and Iphone. I sent the devices by mail to them and they confirmed that they had received them on February 10. Since then, they have told me twice that they have made the payment, but in fact they do not pay. They have my bank information, and I sent them proof that I did not receive payment. When I ask them for proof of the transfer they do not send it. When I ask them to send the items back if they will not pay for them, they also do not answer. Basically, they say they will pay, but they do not. So they are stealing a used Ipad and Iphone, which they had agreed to pay $389 for.

  Business Response

  Date: 03/01/2023

  Thank you for reaching out to us regarding your order. I am sincerely sorry payment for your order has not been received. I can assure you that we processed the payment and we are unable to see that this has failed. I have escalated this for review with our ******************** who will reissue the payment, if the first one was unsuccessful. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19508762
  
  I am rejecting this response because it is the third time that the business 'SAYS' they will pay. The first two times, I did not receive the payment, and only after many days, many emails, and having to send my bank information as proof, they then informed me that 'ACTUALLY there was an error and we did not pay'. 

  This is the way this company operates. 'Saying' they will pay allows them to get a few extra days and does not cost, because they do NOT actually pay. I would like proof of the wire transfer (other than SAYING you will send it) and to RECEIVE THE ***** in my account.  

  I am attaching 5 emails from the company, where they 'say' they will pay.

  
  Sincerely,
  
  *******

  Business Response

  Date: 03/01/2023

  We have been reviewing this matter, and can see that you have opened a formal complaint via our business.  To avoid any confusion, we will therefore continue to respond directly via our Complaints Team regarding this matter. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19508762
  
  I am rejecting this response because I want to continue the process through BBB, because the customer service department does not resolve it. 
  
  Sincerely,
  
  *******

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. 

  I resolved the issue I had with the company. 

  Regards,

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

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB, Andreariveralove2022 21 Feb 2023, 06:44 GMT Hello I mailed My item almost a month ago and have contacted you guys multiple times trying to find out where my item is and why I havent Been paid for it yet. Its order ID ******* and the tracking number is 1Z867E8W9091572791. I didnt Receive any kind of receipt from the courier or anything of that sort, Ive spoken to different people from Decluttr, and I keep Being told itll be escalated, but it isnt. Id like to know when Im going to be paid for my order. Im a college student and was relying on this money for my item, and Im dissatisfied in the service Ive received so far. Please help me with this!

  Business Response

  Date: 02/28/2023

  Thank you for reaching out to us regarding your order. I am very sorry to hear of the problems that you have been facing, and can assure you we take these matters very seriously. 

  From reviewing this, I can see that we do not appear to have received the item as expected.

  I understand you received no postal receipt from the courier, however, are you able to please confirm the serial number or proof of ownership for the device? 

  This can be retrieved by contacting the retailer the item was originally bought from. This will aid our investigations. 

  Customer Answer

  Date: 02/28/2023

  Hello, thank you for your response. I have Contacted you guys twice and have over 30 emails going back and fourth about the missing item. 
  

  I switched from sprint to ATT last year, so I have No way of asking them for a serial number. All I have Is this from my old sprint dashboard, that shows my device. Thats all the information I have, other than the tracking number, and everything else Ive sent you. 
  

  its been over a month since Ive sent my phone, and your policy is that you are supposed to get paid the day after your phone arrives to your facility. I have Barely gotten any responses from Decluttr. 
  

  I believe I should Still be paid for my item, because it was lost after you received it. Its not fair that Ive Had to do all this work and jump through all these loops, just to get the payment that I deserve. Its not my fault you guys lost the phone while it was in your possession. There is your proof that its my phone, now please send me my payment that Ive been waiting over a month for. 

  Business Response

  Date: 03/03/2023

  I am sincerely sorry for any disappointment faced thus far, and can assure you we are working to resolve this as quickly as possible for you. 

  Unfortunately, the item has not arrived with us, and therefore we will need to investigate this. 

  Our ***************** have requested proof of ownership and confirmation of the **** of the device. We require this information to move on with the investigation.

  I am extremely sorry however without this we cannot provide any payment for the device. 

  Customer Answer

  Date: 03/03/2023

  I foind the **** and serial number for the phone. Please either send me my phone back to my updated address or send me my payment please. 

  Business Response

  Date: 03/09/2023

  Please provide us with the **** of the device, as well as proof of ownership, so we continue to review this for you. 

  As previously advised, we have not received the device, and we require this information as part of our Claims investigation process.

  Once we have this information we can continue to review this matter. 

• Initial Complaint

  Date:02/24/2023

  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.

  Ok so I found out about declutter through ******** and eventually gathered up enough items that they buy and created a order to sell to them including 3 iphones so then I began to pack these items up and take pictures of it before I send which all do any package ever .. ok well my package gets to decluttr in ******** ******* and they began to tell me that items are missing out of the package and they need IMEI numbers to the phones which I produced they needed a courier reciept of the location where I dropped off the package and also needed proof of purchase for the phones ok I send all that in even the originals of the proof of purchase the original document of the courier packing dropped off reciept did everything they have asked well note since February 16 is when the package arrived I have yet still not seen my phone's no payment for the phones no responses but the same ones telling me to upload the same thing just different ways everytime nothing so I recommend all my friends my family anyone in this world that sends and messes with declutter don't do it I promise you that you will regret it I am going to spend the rest of my life every day even if it's 5 minutes to let people friends and family know not to sell to declutter they will rob you

  Business Response

  Date: 02/27/2023

  Thank you for reaching out to us regarding your order. 

  In the event that an order arrives with us and is missing items, or the package does not arrive with us at all, we require various documentation to review this and validate the claim on the order.

  This documentation includes, an image of the paper slip receipt provided by the courier as proof of postage. Confirmation of all items IMEIS, and also proof of ownership documents. 
  IMEIs can be retrieved by contacting the retailer these items were from. 

  The information provided was a screenshot of the online tracking. This is not valid proof of postage, and is not sufficient for the claim. 
  
  We require the requested information to review this any further. 1460913 has only had 1 item arrive. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19493220
  
  I am rejecting this response because:
  Here are the original documents that was requested by the business decluttr they are giving me such a hard time 
  Sincerely,
  
  *************************

  Business Response

  Date: 02/27/2023

  I am very sorry however the documentation provided is not valid. We require proof of ownership showing the **** numbers of the devices and the date of purchase. 
  We also require the paper receipt provided by **** not a print out of an email. This shows further information not visible on the email.

  These are the pieces of information we must receive to validate the claim and review this any further. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19493220
  
  I am rejecting this response because: I did provide proof of purchase these unlocked iphones was bought off of ******** marketplace and I reached out to the seller and she provided me with proof of purchase and the **** numbers for these iphones also when you drop off a package at a *** access point location they ask you would you like your receipt emailed to you or through text message then I begin to forward the email from *** to declutter also I sent in the original reciept for the iphones that I purchased off of ******** marketplace y'all guys are just making it hard on me now and you think I'm gonna lose out on my phone's you got another thing coming like I said I will do whatever I got to do to make sure I get my payout for my order I will be getting a lawyer... This is insane I have provided everything you have asked for you asked for the original receipt which I did send that was purchased off of ******** marketplace for these unlocked phones also I sent in the courier packing reciept of where the package was dropped off it can't get no more ***** then this now I have sent all the information requested as you see BBB they keep going around the information that was asked for and they got it what more do they want idk but this is ridiculous 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/24/2023

  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 sold items to this company valued at 229$ and sent them according to their guidelines. It included a game console, MacBook, and old DVDs/Games. The packages were delivered undamaged, untampered with and unopened. The game console and MacBook were wrapped together in the same box as instructed. Five days after being told all my packages were received I was then told the MacBook was missing. The value was 152 dollars. They would not give me a number to call or explain how this happened they just said it was not there. This is physically impossible because the laptop was wrapped to the game console if they received one they had to receive the other unless someone opened, tampered with, or damaged the box which *** has said it was not. If the item was lost it was lost by Decluttr once it arrived at their facility. It was not lost in transit. They proceeded to ask for information I could not possibly have on a 7 year old item that was a gift and refused to give me a phone number or person to contact regarding this matter I could only deal with it using online chat or e-mail. Their customer service was abysmal and transparency non existent being I had to find out all the information from outside sources like *** while receiving no updates from Decluttr. DO NOT USE THIS COMPANY keep your stuff or sell it yourself on *****

  Business Response

  Date: 02/27/2023

  Thank you for reaching out to us in regards to your order. Please can you provide the order number so we can double check our records?

  We have located an order which we believe you are referring to, which is 1461208. Is this correct? 

  Customer Answer

  Date: 02/27/2023

  They have said I will be paid in full by 2/27.  I have yet to see it in my account but I am hopeful this is going to happen by the end of the day.  They did reach out to me finally after a week but I am waiting to see if action promised actually happens. 

  Business Response

  Date: 03/03/2023

  We issued payment to the details on your account on 27th February, however the details were updated after this, therefore we may have sent payment to different details than you intended. Are you able to please confirm the details you are expecting payment into, or provide a statement and we can then review this for you. 

  This needs to include the account number and routing number as well as payment amounts and payment dates however, you may redact any other personal information.

   

  Customer Answer

  Date: 03/03/2023

   
  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.
  Payment was made after a week of miscommunication, lack of response from them, and then the BBB complaint.  Once the complaint was made they miraculously found all the items sold to them and made payment. 
  Sincerely,
  
  ***************************