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:02/24/2023

  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 want my money because they got this on Tuesday 21st 2023

  Business Response

  Date: 02/27/2023

  Thank you for reaching out to us regarding your order. 

  I have had a look into this, and can see the order arrived in our warehouse on 24th February. Payment was then issued later that day, and should be received in 3-5 business days into the account details on your account. 

• Initial Complaint

  Date:02/23/2023

  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 thought I did my research on this company and I guess I did not. I sent them over $1600 worth of electronics that they said they wanted to purchase from me. I have been following tracking of the order that I sent them and the tracking of the *** label that they sent me is 1Z867E8W9093508526 which has delivered to them. The tracking that they have on the website to follow the order, is not the same as to what they sent me for the shipping label, that tracking from their website is :Your shipment 1Z867E8W9095076267 which of course says, this product hasn't shipped yet. Chat, you are told that they are not available at this time, haven't been all week. Phone number is either busy or No longer in service. Please help, this is a lot of money. I need some help.

  Business Response

  Date: 02/24/2023

  Please accept our apologies for the delay. 

  After reviewing your order, I can confirm we received a parcel under your order reference of February 23rd. 

  The order is currently awaiting process, you will receive an email to confirm this shortly. 

  Thank you for your continued co-operation.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19457972
  
  I am rejecting this response because: I am sorry, I looked on your site, before responding and it's still stating that they are waiting for my order and the tracking still shows the wrong tracking number with that wrong tracking number still not picked up. Also, this is the only response I have gotten and it's through BBB, I have emailed two times to you directly from the contact information on the website and none of my responses were responded too. So there is no phone contact, no chat contact, and no email response and you have over $1600 of my merchandise. I understand that you are busy, but you can see what I am afraid of. When we sell our items to you, you state this is fast, easy and safe, but then we sell to you and there is no contact information, wrong tracking numbers, no communication. I have looked even through my spam email, so I don't miss anything. Please process my sale, and give me some contact information that actually works. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/03/2023

  Having checked on the status of your order, I can see that 

• Initial Complaint

  Date:02/20/2023

  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 sent a full box of DVD's, Blu-Ray's and books to Delucttr in late Nov/early Dec of 2022. I never received any form of payment. Order # was *******. Notes on the order said my box failed quality control. That is ridiculous. How exactly do books fail QC? Also the DVD's and blu-rays were played only once. I want payment or my stuff sent back to me. There was a rare ****** documentary in the box that is worth some money.The payment wasn't a lot of money, it's the principal of the matter. They can't just keep my stuff. I'll never deal with this company again, but I just want some resolution. Thank You

  Business Response

  Date: 02/21/2023

  Thank you for reaching out to us regarding your order 1167224, and I am very sorry to hear of the issues faced.

  From checking the order number provided, I can see this was received in July 2021, and paid for in the same month. There were 6 items in this order that were not received therefore we did not issue payment for these missing items. 

  Please can you double check for the correct order number? 
  We believe it may be 1429320.

  This is the order on your account from December 2022. This was paid for in full on 7th December, with 1 item rejected due to damaged artwork. 

• Initial Complaint

  Date:02/20/2023

  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 a Refurbished laptop computer fron Declutt through ******* on Feburary 7, 2023, and it was supposed to be delivered by Feburary 14, 2023. Waited for package and package never came. Contacted the 3 different times and told me that the computer had been shipped from their warehouse and was in transit to me. This is a lie. I contacted ******* today and the told me that it has not been shipped and that there was some kind of problem at their warehouse. First of all, I dont like being lied to. Bad business. 2nd of all, DHL is the worst shipping company there is to ship through. They lose people packages all the time and then make excuses and you never get your package and have to go through a nightmare just to get your money back. I want my computer that I paid for and I do not want it shipped through DHL. Ship throgh *****

  Business Response

  Date: 02/22/2023

  Thank you for reaching out to us regarding your order.

  From looking into this, we can only locate one order on our system relating to the details provided and this was for $6.67, for a DVD Writer. This was lost in post, and has been refunded in full. 
  
  Please can you provide a copy of your order confirmation if you have ordered a Laptop, and we can look into this. 

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19434995
  
  I am rejecting this response because: They lied and never sent me the computer. I have attached the receipt from ******** They owe me the computer that I paid for and I want it mailed to me. If they don't make good on this I am going to write a really neg review about my experience with their company.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/27/2023

  We are extremely sorry for any confusion. The screenshot provided of the order is for a DVD writer. Not for a laptop. Please view the entire item name in full, and you will see this order was for a DVD writer. 
  We refunded the order in full, as it was lost in transit by the courier. 

  I am very sorry once again for any confusion, we will be reviewing the presentation of the listing to make this clearer, however I can assure you that this order was not for a laptop, it was for a DVD writer which is for the laptop. 

• Initial Complaint

  Date:02/18/2023

  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 sent Decluttr 37 items (a combination of blu-rays, DVDs and 4K UHD discs) for which Decluttr was to pay me an agreed-upon price of $29.05 (order #*******). According to the *** tracking, they received the package of items around 9:30 AM on February 14th. I was informed, via their website and the email they sent me after I placed the order, that payment would be sent out no more than 1 day after the items were received. When I did not receive payment or see any indication that the items had even been processed, I contacted Decluttr on their chat line. This I did several times in the next few days, because I kept getting promised that things were on the move, and that I just needed to be patient because they were "backed up". Finally, on February 17th I contacted them again in the same manner and was now told that the delay was due to the fact that 2 of the items in the package were "missing" and that they had assumed that those 2 items would arrive separately and, when received, they would process my order. First off, I was VERY DILIGENT when packing up my items, checking each one off individually as they were placed in the box. So, if 2 items were indeed missing I KNOW that it was the fault of Decluttr and not me. 2nd, the box was stuffed with paper to make sure that the items didn't move around during shipping, and there was MORE than enough room for 20 more items, let alone 2, so I have no idea why they assumed that I would send 35 in one package and 2 in another. But, regardless of all my common-sense arguments, I told the person on the chat line to go ahead and pay me for the other 35 items (even though, as I stated, I KNOW that if 2 items were missing it was on them, not me). The rep told me that she went ahead and told the warehouse to process my order without the 2 items, and that I would be receiving payment in 2 days. However, almost 2 days later, I STILL see no indication that the order is being processed and certainly see no movement on payment.

  Business Response

  Date: 02/21/2023

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

  From reviewing this, I can see that our **************** Team have already spoken with you regarding this, and agreed to process payment for the 2 missing media items. 
  This was done yesterday.

  The order was therefore completed overall yesterday, meaning payment has been processed to the details on your account. 

  As per the terms and conditions on our website, payment should be deposited into your account in around 3 business days from the date it was issued, and as this was done yesterday, it may not be received until Thursday 23rd February. 

  Please allow until this date to receive the payment, and if it has still not been received on Thursday, we can look into this for you. 

  Customer Answer

  Date: 02/21/2023

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

  Customer Answer

  Date: 02/24/2023

   
  I filed this complaint last week, which was closed out because the company in question agreed to pay me the money I was owed.  There were two payments to be made:  one for $26.59 for the bulk of the items sent to them, and one for $2.46 for two items they claimed were not sent, but were.  I was told that payments would be received in my bank account no later than 2/23.
   
  Today, I checked my bank account and saw that the payment for $2.46 was made, but the other one for $26.59 was not.
   
  I contacted Decluttr immediately and was told to send them a copy of my bank statement to prove that I had not been fully paid, and then it would take 3 more business days.  As I have already been waiting an inordinate amount of time and have put in, literally, hours of work on getting paid, I felt that I would be starting all over again with them if I did that and had no guarantee that it wouldn't take another few weeks to resolve.
   
  Therefore, I am requesting that you re-open the original complaint, as they have NOT complied with the terms to which they agreed.
   
  I've also attached a copy of the bank statement that they requested, if that will help things along.
   
  Thanks very much
   
  **********************

  Business Response

  Date: 02/27/2023

  I am sincerely sorry that payment for the larger sum was not received. Upon receipt of this I have spoken with our Accounts Team, who have confirmed this has been manually reissued today. 

  This has been sent to the details on your Decluttr account. 

  Customer Answer

  Date: 02/28/2023

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

  Also, for the record and to be fair, a day after I re-opened the complaint after not receiving the full payment I expected, I received an email from my bank stating that there were issues on 2/22 which may have resulted in duplicate charges on my account.  Although that has absolutely nothing to do with this situation per se, it is apparent that they were having some issues and that *** have contributed to this situation.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/03/2023

  I am very sorry payment was not received. Please see attached our proof of payment document. This should have shown in your account on Wednesday 1st March. 

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

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to sell a laptop to this company and was told that the charger needed to be included with it. After they received the laptop, they offered me much lower than the original price which is fine but when I asked them to send the laptop back, they didn't send the charger back with it. I contacted customer service who then blamed me for not asking for my charger back as the reason I didn't receive it with my laptop (Their claim was I sent an unnecessary item along with my laptop). I showed them their own FAQ detailing that I'm supposed to send the charger with the laptop and if I reject the offer I would receive all of my items back. I waited a few days and they sent me a different charger that is clearly not mine. I sent in an official Apple charger and charging cable. Third party charging blocks and cables have a chance of shorting the laptop out rendering it useless. I want either my own charger back that I sent in or the official ones purchased from Apple so that I know it will work properly with my machine. Here are links to the two items they stole from me: ********************************************************************************************************************************************************************************************************************************************************************************************************** ***********************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 02/17/2023

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

  From looking into this, we can confirm that we do not require the charger for the item which was sent in to us, and the requirements are clearly outlined on the page on our website for the specific item which was sent. 

  As can be seen on our website here: *****************************************************************************************************************************************************(Scissor%202020)%208GB&searchAutocomplete=true

  We do not request the charger for this item. 

  We clearly outline within the help article you are referring to, that we specify any impacts that exclusions will make. When selecting the condition of the device you'd like to sell, it will state whether the exclusion of a required component will affect the price you'll be offered.

  This item has no exclusions which impact the price, therefore we do not request any specific chargers to be sent. 
  We do not guarantee the return of any accessories which are not required, and they are recycled upon arrival. 

  We have sent out a replacement, however as we do not request the official charger, we cannot provide a different replacement, as we do not guarantee we can return the exact accessory provided. 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19420963
  
  I am rejecting this response because:

  Your own FAQ says to include the power supply for laptops:

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

  This section details my item will be returned to me if it is rejected:

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

  This is an article about ************* adapters which is the same as a power supply for a laptop, showing both the cable and power adapter:

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

  It's embarrassing that you are still disputing this. Just replace my items with the official ones that ******** previously otherwise this is still theft. Do not send me third party items that are not compatible or recommended by Apple.

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

  Business Response

  Date: 02/21/2023

  We are extremely sorry for the confusion surrounding this. 

  From reviewing the content of the help article linked, this is not correct, and we have informed our IT department of this, to get this amended and changed on our website. 

  It is also not clear that chargers will not be returned to customers. Therefore, on this occasion we are happy to issue a payment to cover the cost of the 2 items linked of $60. 
  
  This will be sent to the details on your decluttr account, and should be received in 3-5 business days. 
  I am extremely sorry once again and can assure you we are working to rectify this to avoid any further confusion. 

• Initial Complaint

  Date:02/16/2023

  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 declined their revised offer for 2 phones because I know that the screens are not cracked (unless they purposely cracked them which I wouldn't be surprised about). I told them to send my phones back and I have yet to have any correspondence about where they are. They don't respond to emails and their "chat" feature is a farce. Doesn't do anything. Their phone number is constantly busy. I want my **** phones.

  Business Response

  Date: 02/17/2023

  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 that you have felt the need to make a complaint.

  From looking into this, I can see that 2 of the 3 items we received were found to have issues with the **** As a result, we were unable to offer the full original offer provided. 
  

  As you rejected these offers, the items have been returned to you to the address on your account.

  The tracking for these is 1Z867E8W0395827958 and 1Z867E8W0399957908. They have been sent via UPS. 

• Initial Complaint

  Date:02/14/2023

  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 sold them an item and it says it was delivered but yet when I check the website it says that it's still waiting to be sent to them. They said I was supposed to receive an email to let me know they got the item but I've heard nothing so far. From the research I've done now they seem to have a pattern of not fulfilling their promised services so I just want to make sure that I get the amount that we agreed on and that my product was received. The order number is *******

  Business Response

  Date: 02/15/2023

  Thank you for reaching out to us regarding your order. I am extremely sorry that you have felt the need to open a complaint regarding this.

  From checking your account, I can see that this order arrived with us yesterday, and has been processed today, and accepted for the full original offer.

  As a result, the payment has been processed on the system, and is due to be sent to the details on your account. 

  Please ensure the details on your Decluttr account are correct.

  Please allow 3-5 business days for payment to be received. I am very sorry for the delays surrounding this, and for any disappointment caused.

  Customer Answer

  Date: 02/18/2023

   
  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:02/13/2023

  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.

  Decluttr Order #: ******* Decluttr Order Value: $132.37 Order was issued (received "Welcome Pack") on 02/02/23.All 14 quoted items (1 **** One S (1TB), 1 PowerA wireless controller charging stand and 12 **** One games) were shipped on 02/03/23 in a single parcel.On 02/09/23, I received email confirmation that Decluttr received my shipment and would make payment after processing my items.On 02/13/23, I received an email stating that the PowerA wireless controller charging station and all 12 games had not been received and were missing from the shipment; also, nothing mentioned about the **** One S (1TB) system. They only indicate further investigation is needed and to not expect a reply for at least 48 hours.It is so obvious that like hundreds of other customers, Decluttr is just trying to steal my items and avoid making any kind of payment. The fact that this business is rated A- is by BBB is a complete joke. They should be in court, defending a class action suit (which, I may spend money to pull together as a principle, should they fail to resolve this)All items were carefully packed in a single box and shipped to this company; there is NOTHING to investigate.Decluttr needs to simply pay me what it owes me $132.37 to my PayPal account.

  Business Response

  Date: 02/14/2023

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

  When orders are sent to us, they are processed by our team, and sent through either the Tech or Media side of our warehouse. 
  As the order was first processed with the Tech side, the media items were not processed immediately. However, they have since be processed and accepted.

  The parcel arrived, and one item, Xbox One - PowerA Charging Stand for Xbox One was not received. As a result, this item was not processed. However, I understand you have confirmed this was sent so we will be processing an additional payment for this. 

  Payment for the other items is being issued and should be received shortly. 

  I am very sorry for the delays and any confusion or inconvenience. 

  Customer Answer

  Date: 02/14/2023

   
  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:02/10/2023

  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 recently engaged with Decluttr to sell Legos and an iphone 7. I received a quote of $43.00 ($20.00 for 20 lbs of Legos and $23.00 for a fully functioning, great condition iphone 7). Order # *******. After waiting two weeks for acknowledgement of our shipment, we checked our order status and found that there was a request for us to unlock our phone from our iTunes account (with no mention of their being any issue with the quality of our phone). We went through the process of unlocking our phone. After waiting another week, we have now received a notice that our phone screen was cracked or smashed and that the revised offer for the phone is $4.60. This phone was in perfect condition when we sent it, with no cracks of any kind to the screen. There was absolutely no mention of any issue with the condition of the phone when they asked us to unlock it and now, when they have a fully functioning and unlocked phone, have revised their offer to something that is unacceptable, with absolutely no evidence provided that there is an issue with the phone. I rejected the offer online, but could not add any additional comments to the order. I have filed a complaint with the general "contact us" section, but have not heard back. We have a number of other devices and over 60 lbs of Legos that we would like to sell, but now currently believe that this company may in fact be a scam. I expect my initial offer of $43.00 to be fully honored and for the payment to be processed quickly. I expect an honorable and immediate resolution to this issue.

  Business Response

  Date: 02/13/2023

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

  From looking into your order, I can see that the device was received locked to the *** account, therefore we could not assess the item or process payment. The item was then placed back in the parcel until we received confirmation it had been unlocked, at which point we retested the item.
  When the *** lock was removed, our team assessed the functionality and cosmetics of the device.

  The item arrived with us and had a crack on the front of the screen. I have attached an image of this. 

  When an item arrives with us, before it is unboxed, we carefully assess the exterior packaging to check for any signs of damage in transit, and if any such damage is found we take photographs, to create a courier claim. On this occasion,there were no signs of damage to the exterior packaging, and therefore we have to assume the damage found on the item was present when the item was sent in to us. 

  As a result, we cannot honour the original price for the item, as it was not in the condition as described. As the offer was rejected, the item has been returned to you free of charge. 

  The Lego is being processed currently and should be updated shortly. 

  I am very sorry for any disappointment however the item arrived with a crack therefore we cannot honour the higher price.