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:02/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Decluttr made an offer thru their website to purchase my MacBook Air based on the imei number of the device. When I sent it to them, they emailed that device was not recognized by their system (even though it was recognized online) and they would not pay for it. I emailed them to return the device and have not heard back. Order Number: ******* The entire experience seems to be a scam.

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to us regarding your order. 

  I am very sorry that you have felt the need to make a complaint regarding this.

  From checking your order, I can see that the item has actually failed our quality assessment, due to a defective battery which is present. 

  The item which was input on our website was also marked to be MacBook Air Core i5 1.6 13 (Early 2015) 8GB, however when we received the item and checked, it was actually MacBook Air Core i5 1.3 13 (Mid-2013) 4GB

  Therefore, we cannot offer the original amount. The item also has a defective battery so cannot be accepted for the original offer price.

  We do not accept the model you have sent to us, therefore can return the device free of charge, or recycle the item for you. Please let our **************** team know how we should proceed with this item. 

  I am very sorry for any confusion surrounding how this was processed.

  Customer Answer

  Date: 02/10/2023

  I would like them to return my laptop. They ignored my email directly to them. At this point they are also making up additional problems that were not mentioned in their original email to me. 

  Business Response

  Date: 02/16/2023

  We are very sorry for any confusion surrounding the processing of your order. 

  As requested, we are returning the item back to you. The tracking for this is; '1Z867E8V0344971087', and this has been sent via *** to the updated address provided. 

• Initial Complaint

  Date:02/08/2023

  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.

  In September of 2022 I purchased a Pixel 5 cell phone from Dcluttr. I returned it two weeks later (I did not realize at the time that the phone was 'locked' - my mistake. Since that time ******* has sent me emails stating that they received the phone in good condition and would be issuing me a refund, but in reality they have used every delaying tactic possible to put of my refund. They accepted my money when I initially purchased the phone from them, but it has been over six months and I still have no refund.

  Business Response

  Date: 05/17/2023

  We are very sorry to hear of the issues faced, and that you have felt the need to make a complaint. 
  From looking into this, we cannot locate any orders in your name. We can locate correspondence from your email address, confirming full receipt of a refund on 15th February, for a ****** Pixel, however the order was not made in the name ******************** 

  Please confirm your order number, and the first line of address so we can look into this for you. 

  
  

  Customer Answer

  Date: 05/17/2023

   
  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:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a Apple Watch to them for a payment of $68. I received an email on 01/09/23 saying the device was locked. I followed their instructions to unlock it online even though I had already reset the device before mailing. I checked several times and found the payment was in process. Today they informed me my device had been sent for recycling since I didnt respond earlier and was too late to recover it. This was not true. I am seeking my watch or payment for it. I cannot get any answer when I call.

  Business Response

  Date: 02/10/2023

  Thank you for reaching out to us regarding your order, and I am very sorry that you have felt the need to open a complaint. 
  From checking on your order, I can see that the item which was sent to us was found to be locked.

  As a result, we retested the item, but unfortunately it appears to have become stuck in processing. 

  Due to this, we will be processing full payment originally offered for the device.

  Please disregard the email received, this was automated regarding recycling. 

   

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my PlayStation 4 an games order # ****** on the Jan 11th to be sold at Decluttr an I have been emailing them with no response I just want the 335 I was quoted this has been going on for over a month I just want my money

  Business Response

  Date: 02/07/2023

  We are very sorry that you have felt the need to make a complaint regarding your order 1450359.

  Having looked into this, we can see that the order has arrived with us, however the S21 from the order was not present in the package we received, therefore we have not been able to process payment as one of the items is missing.

  Please can you confirm if this item was placed in the same package as the other items? If so, please provide the proof of postage receipt so we can review this, as well as confirming the **** of the device. 

  Customer Answer

  Date: 02/07/2023

  It was for a ps4 games a gaming headset an accessories not a phone it was worth 335 had nothing to do with a phone for the 10th time what is going on this was sent on Jan 11th nothing to do with a **** phone they owe me 335 for the ps4 an games I sent can we please stop with the excuses 

  Business Response

  Date: 02/08/2023

  Thank you for your response. 

  I have copied a full breakdown of the items, and prices offered within this order 1450359, below:

  Galaxy S21 FE 5G 256GB ($130.00)
  ******** Switch - Final Fantasy X|X-2 HD Remaster - Ninten ($11.85)
  PlayStation 4 - Assassins Creed The Ezio Collection - Pl ($3.53)

  PlayStation 4 - Batman *************************** Editi ($5.18)

  PlayStation 4 - Call of Duty: Advanced Warfare - PlaySta ($1.00)
  PlayStation 4 - Call of Duty: Black Ops Cold War (PS4) ($4.14)
  PlayStation 4 - Five Nights at Freddys: Help Wanted (PS4 ($3.95)
  PlayStation 4 - Ghost of Tsushima Directors Cut - PlaySt ($8.90)
  PlayStation 4 - Gran Turismo Sport Hits - PlayStation 4 ($2.61)
  PlayStation 4 - Injustice 2: Legendary Edition - PlaySta ($2.65)
  PlayStation 4 - Star Wars Battlefront II - PlayStation 4 ($0.44)
  PlayStation 4 - Star Wars Jedi: Fallen Order - PlayStati ($1.16)
  PlayStation 4 - ************** Ghost Recon Wildlands - Pla ($0.94)
  Playstation 4 Pro 1TB ($150.00)
  PS4 Dual Shock 4 Controller ($9.50)

  As you have confirmed that you are unaware of the phone present on this order, we will mark this as not sent. 
  We will then process payment for all accepted items, as I can see that the below items have unfortunately failed our assessment:

  [DAMAGED ARTWORK] ******** Switch - Final Fantasy X|X-2 HD Remaster - Ninten ($11.85)
  [MISSING DISC] PlayStation 4 - Call of Duty: Advanced Warfare - PlaySta ($1.00)
  [MISSING DISC] PlayStation 4 - Ghost of Tsushima Directors Cut - PlaySt ($8.90)
  [DAMAGED ARTWORK] PlayStation 4 - Gran Turismo Sport Hits - PlayStation 4 ($2.61)
  [MISSING DISC] PlayStation 4 - Injustice 2: Legendary Edition - PlaySta ($2.65)

   

  As a result, the total paid for this order will be $178.84. This will be processed shortly to the details present on your Decluttr account. 

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wasnt going to file a complaint until I read that so many people are going through the same problem. My order ******* was received about 2 months ago. They said that I would receive a direct deposit payment. That didnt happen. I contacted them and they had me resubmit my banking information because of a SYSTEM ERROR on their end. I complied, they said expect payment within 5 business days. No payment was made.I contacted them again and they said they made the payment and it was my and my banks problem and promptly ghosted me. The company that has SYSTEM ERRORS gave no transaction information and insinuates that ***** ********** cant handle receiving a direct deposit.Can you simply do what was agreed and pay me? No more excuses, no more wasting time.I chose to do business because of the promise of fast service and the BBB accreditation. Which I now regret.

  Business Response

  Date: 02/06/2023

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

  Our accounts department have been reviewing this since we received your complaint, and have confirmed that the payment failed due to incorrect details initially, and the re-issue also failed. 

  They have manually reissued this again today, and it should be received shortly. 
  We are very sorry for the delay in receiving payment, this should be in the account details on your Decluttr profile shortly. 

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in my phone for payment. It was in perfect condition when I sent it. They claim that the screen was cracked, and only offered $81 for it. When I questioned this, they simply canceled the transaction. I believe that they cracked the screen on purpose.

  Business Response

  Date: 02/03/2023

  I am very sorry to learn that you are not satisfied with our assessment of your device. 
  
  After reviewing your order, I can see that your device was graded as faulty due to a crack on the edging of the glass on the screen. 

  
  When we check each device, we connect it to our specialist testing software where all components are checked to ensure they are working as expected. After this test is complete, all devices are tested by hand and assessed cosmetically.Unfortunately, the item failed the cosmetic checks and therefore, the original quoted price could not be honoured on this occasion. 

  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.]

  
  We understand this is not the response you had hoped for and we are terribly sorry for the disappointment this has caused. We must assure you that we try our best to honour all original quoted prices but it was not possible at this time. We also must base our valuations on the refurbishment costs of every device so on this occasion, your device was placed into the faulty category. 

  We can see you have raised a formal complaint internally, and our team have replied to this today explaining the reason for revision and the process we follow. 

• Initial Complaint

  Date:01/31/2023

  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 returned a ******* tablet that I ordered from Decluttr because it was not advertised as is. It has been over a month since I returned the tablet, three weeks since they've received it, and I have still not received my refund of $254.99. I can't even count the number of representatives I've chatted or emailed back and forth with who keep giving me the runaround--they keep telling me to update my payment details and that I would receive my refund once I did that. I did so twice, even received confirmation that my payment information was updated, and STILL no refund. They have become less responsive with their emails on this matter. I have been a loyal customer to ********************** for several years, purchasing from them on at least three prior occassions without issue. I cannot believe this is how they treat a loyal customer. Their lack of transparency and regard for their customers is disappointing and completely unprofessional. They have absolutely no right to be keeping my money like this. My order ID is **********. I have attached a few of the communications I have had with "customer service" agents (if I can even call them that) of our exchanges.

  Business Response

  Date: 02/03/2023

  I am very sorry to hear of the problems that you have been facing with your order, and receiving the refund for the returned item.

  Having looked into this, I can see that the item was initially partially refunded $30, by our **************** team. Therefore, when the return arrived, our team went to refund the full total of the order, but $30 had already been refunded. This caused an issue as the refund total was $30 more than the initial order, and therefore the refund failed and our team needed to manually reissue this. 
  I can see that this was requested but not fulfilled. I therefore have escalated this and requested that the refund be issued manually via the original payment method used to pay for the order. 

  I am very sorry for the delay in receiving this. 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18957974
  
  Hello, 

  I do acknowledge that Decluttr gave me a refund for the lack of the * pen that was initially promised to come with the tablet. I have attached that email exchange. However, they did not inform me that the refunded $30 would be deducted from the cost the $254.99 that I paid for the tablet--I was under the impression that the $30 was a credit or courtesy refund. Whatever the issue is, I still haven't received my refund, whether that's $254.99 or $224.99. If they've figured out the issue, I should get my refund asap. I'm tired of waiting, and I will not remove my negative reviews until my refund is satisfied. In fact, the longer I wait, the more inclined I'll be to post additional negative reviews. 

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

  Business Response

  Date: 02/06/2023

  We are sincerely sorry for any confusion caused regarding the refund you already received. 
  
  The remainder of the amount paid for the order has been refunded in full today, and should be received shortly. This has been done via the original transaction, and will be sent to the payment method used originally when placing the order.

  Please allow 2-3 business days for this to be received. 

• Initial Complaint

  Date:01/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 03, 2023 I sent a device back to ********************** as per their warranty policy. I waited several weeks and reached out to support to see why it was taking so long for them to get back with me on how they were going o solve this issue. Repair the device or replace. I use this device only for work it has been 1 month that I have had to explain to my employer why I am unable to perform all the functions of remote work that my job requires.I have bought many devices from Decluttr and have never had any issues. I am hoping this is just an oversight and my device got lost in the shuffle and this can be corrected.

  Business Response

  Date: 02/01/2023

  Thank you for reaching out to us regarding the status of your returned item. I am extremely sorry that you have had to make a complaint regarding this.

  Having looked into this, I can see that we received the Macbook, but the reason for the delay is that it had been returned using a label linked to your order R627925320. 

  This is not the correct order number, and therefore caused some confusion within our warehouse. 

  As a result, I escalated this and our returns team are now processing the item correctly, under the order R697198469. 

  Please allow 1-2 days for an update to be sent on the outcome of the return for this order. 

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18949090
  
  I am rejecting this response because:

  I have given you the extra time you requested to look into this matter however, it is now February the 7th and I am still with out my device. I am requesting a replacement or refund immediately. As I previously stated I purchased this from your company based on past experience. However, this has been a very negative experience and I am very dissatisfied with your response to this issue. I have repeatedly explained this device is used solely for work and I am unable to perform the duties of my employment with out it.

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

  Business Response

  Date: 02/09/2023

  I am sincerely sorry for the delay in processing the return. Our team have been assessing the reported fault, to attempt a repair of this. 

  As you have requested a refund for the order, we have processed the refund for the Macbook in full. 

  Please allow 3-5 business days to receive this, and it has been sent to the original payment method used when placing the order. 

  Customer Answer

  Date: 02/09/2023

   
  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:01/26/2023

  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.

  Went thru this company's website www.decluttr.com to sell my ********* Surface tablet. Their website has offered $147 for my item, once they have receive it and process it. Item was shipped to them on 10/26/2022 and they have received it 11/01/2022. Their order reference for this is #*******.On 11/02/2022 I have received an email communication that they have processed the item, and payment would be made to my Paypal account within few days. Since then, I have not received any payment into my Paypal account. On 01/09/2023 I have contacted the customer service asking about the status of my payment and they have stated that payment was processing and would come in the next business day. Nothing came into my Paypal account for next few days.On 01/13/2023 I have reached out again asking for status of the payment. **************** replied saying that there is an issue with my Paypal address on-file. They asked to verify, which I did. Payment was to be made within 2-business days.On 01/19/2023 I have reached out yet again for status. The company replied on 01/20/2023 saying that Paypal payment failed three times, and they would like me to add bank information onto my account on their website instead of paypal and they would process payment directly to my bank account. I have then added my bank info on their website under my account.On 01/22/2023 I received a message to allow 3-business days to receive a payment. On 01/26/2023 Three business days have passed and still no payment to my bank account or Paypal account.

  Business Response

  Date: 01/27/2023

  We are very sorry to hear that payment for your order has not been received. 

  When a customer places an order to sell items to us, they must select PayPal or Bank for their payment method. If PayPal fails, our team need the correct, up to date paypal email address confirming so we can manually request payment to this email.

  We do not allow customers to change payment method once they have selected this, and therefore payment cannot be issued to your bank, and will need to be sent to your PayPal. 
  

  I can see you confirmed this to our **************** team but unfortunately they appear to have processed the information provided incorrectly. 

  I have reissued payment now for you, and as it is PayPal it should not take any longer than 24 working hours. 

  Customer Answer

  Date: 01/27/2023

   
  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 has been received.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/26/2023

  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.

  Purchase an iphone that stopped working within 3 weeks. Company sent a prepaid shipping label with instructions to return for repair or replacement. They claim they never received the phone and need *** **************. *** took and said its prepaid just leave on counter. Tracking info shows it was recieved by Decluttr front desk signed by ******. Company states they cannot do anything without ticket proving it was shipped. They recieved item but will not repair, return , nor replace. They without a doubt have proof by typing in the tracking number that they recieved the item yet keep telling me they cannot help me unless I can produce a counter reciept.

  Business Response

  Date: 01/27/2023

  Thank you for reaching out to us regarding your returned order R864488167. 

   

  I am very sorry that no repair, replacement or refund has taken place.

  We have reviewed this, and can confirm the item has not arrived back with us. 

  We require the postal receipt provided by all couriers when items are returned to us, this is provided at the time an item is dropped off, and should be requested if the courier does not print this automatically. This includes important information which cannot be seen using the online tracking details. Without the receipt, our claims department have no basis in which they can contact the courier to investigate. We have not received the item back and cannot process any further until we receive the receipt requested.