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:01/25/2023

  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: ******* The business originally quoted me $635 Total for 4 Items (uploaded document: A - ***************************** - Order *******.pdf) :i000000001521 iPhone 6s (64gb) ********** (Condition: Good) $12.00 i000000008067 iPhone X (64gb) ********** (Condition: Good) $119.00 i000000021107 MacBook Air Core i5 1.1 13" (Scissor 2020 - (Condition: Good) $399.00 i000000007591 MacBook Air Core i5 1.6 13 (Early 2015) - (Condition: Good) $105 After reviewing my products they sent me the following revised offer.i000000001521 iPhone 6s (64gb) ********** (Condition: Good) Unchanged i000000008067 iPhone X (64gb) ********** (Condition: Good) Unchanged i000000021107 MacBook Air Core i5 1.1 13" (Scissor 2020 - (Condition: Good) $105 i000000007591 MacBook Air Core i5 1.6 13 (Early 2015) - (Condition: Poor) $10 The business sent me an email (uploaded document: B - New Valuation Email) saying that the item I originally sold "MacBook Air Core i5 1.1 13" Scissor 2020" was actually "MacBook Air Core i5 1.6 13 (Early 2015). They also told me that my 2015 MacBook was in poor condition and only offered me $10. I declined the offer.There are two things wrong in the new valuation and explanation above. #1 - Decluttr categorized my 2020 MacBook in good condition but only offered (and subsequently paid) $105, or, the price of a 2015 MacBook in good condition. They also said that I sent them a 2015 MacBook instead of a 2020 MacBook. They have obviously mixed up my MacBooks and the valuations. The company returned my 2015 MacBook and sent me $236 for my 2020 MacBook, iPhone 6s, and iPhone X. They still owe me $294 because they only paid me $105 for my 2020 MacBook but originally quoted me $399 for a product in good condition.

  Business Response

  Date: 01/27/2023

  Thank you for reaching out to us regarding your order. 

  I am sincerely sorry to hear of the mix up which has occurred regarding your items, and can see that our **************** team have been handling this. 

  They processed the $294.00 payment today, and this should be received within 3-5 working days. 

  I am truly sorry for the inconvenience caused as a result of this error, and can assure you that we work to resolve situations such as this as quickly as possible. 

• Initial Complaint

  Date:01/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/10/23 I shipped my iPad Pro **** 6th generation to decluttr. On 1/16 this item was delivered to decluttr. I write this complaint on 1/19 as I have yet to receive payment. Per their website, they claim to process your item and issue payment the day after the warehouse received it. I reached out to customer service since I keep receiving emails reminding me to send the device and didnt get a response. I took to ******** to find MANY others reporting the same thing, some even waiting 2 months after the item was delivered to receive payment. After leaving the review on ******** I finally got a response notifying me that the item was received and I should receive confirmation of the assessment shortly. Here I am, waking up to another email reminding me to send the device. I sent this to decluttr in hopes to get paid to pay my rent in time yet, here I am, following all of decluttrs instructions and I havent received a ***** or even confirmation its being assessed.

  Business Response

  Date: 01/20/2023

  Thank you for reaching out to us regarding your order. 

  I am very sorry to hear of the delays and issues you have experienced regarding your order. 
  
  Having looked into this, I can see your item arrived with us in the evening on 16th January, therefore on 17th it was processed by our team. Due to the high value of the item there were a number of tests and checks carried out, and the item was confirmed as accepted for the full offer on 19th January. 

  Today, payment for the item has been processed to the details on your Decluttr account. We advise allowing 3-5 business days for Bank payments to be received. Please allow this time frame for payment to should in your account. 

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Decluttr buys your old phone for an agreed amount but they do not honor their quote. I sent them two phone; One had a cracked glass so they reduced the amount and the other was perfect. I got absolutely nothing from them

  Business Response

  Date: 01/19/2023

  Thank you for reaching out to us regarding your order.

  I am very sorry to hear of the issues you have faced regarding this.

  Having checked, I can see we received both items from order 1439773. 

  The iPhone 8 on this order was found to have bad ***. This means the item has outstanding bills, is still under contract, or is within the cooling off period after a contract. 

  As a result, we could not offer payment for this, and can only recycle, or return the item. 

  You advised the *** for the item was cleared, which we can confirm was done, therefore we can try to locate the item and honour the full original price if you would like? 

  The iPhone 11 was received with cracks on the glass, which is "Faulty" condition. As you accepted the revised price for this, payment was processed yesterday.

  It should be received in 3-5 business days. 

  Please let me know if you would like me to locate the iPhone 8 and process payment for this also. 

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent Decluttr my iPhone XS *** to sell for $180 , when they received my phone the evaluated it , then sent me an email stating my phone didnt qualify, so then they gave me an option to recycle or return my device back to me and I choose return the device back to me , and then it gave me an option to change address if needed to so I didnt because the address I use to send the phone I no longer lived at the address because I moved so I change the address on my account to a **** Box instead because I didnt have my new keys to my new place at the time , so then after I updated my address I received an email stating that they will send my phone back to the updated address on file which was the **** Box and that they will email me after they ship the phone so I wanted over a week to receive the email about the phone being shipped I never received an email and when I checked my account on Decluttr it never had any tracking numbers stating that my phone was shipped back , then I contacted them through email and they responded with the tracking but when I checked the tracking it showed that the phone was delivered to an apartment so I contacted them again to confirm where they sent my phone to and they said they sent my phone back to my old address where I no longer lived , so I contacted them again and told them the address was updated the same day the phone did not qualify so it was right before the phone was shipped and when I told them they acted if they didnt see where I updated my address and then when I showed them proof they stop replying. So I didnt get the money and now Im out of a perfectly good phone because of them , so I would like my money for what the phone is worth or a brand new iPhone xs *** from them to make this right.

  Business Response

  Date: 01/19/2023

  Thank you for reaching out to us regarding your order. 

  We are very sorry to hear of the issues you have been facing, and I can assure you that we take these matters very seriously. 

  Having looked into your order, I can see the item was rejected due to it coming back as having bad ESN. 
  This means the item may have outstanding bills associated with it, may still be under contract, or is within a cooling off period. 

  As a result, we are unable to accept the item and therefore this was returned back to you. 

  The item was returned back to the address on the account, with the ************************.

  This was sent back via **** and has the tracking 1Z867E8W0399229507.

  UPS confirmed this was delivered as addressed to the front door, meaning it was handed over in person, on 9th January. 

  This was reviewed as you reported you had not received the device. 

  The item was confirmed as delivered successfully to the address provided on the order, and we have sufficient evidence and confirmation from the courier that this delivery was correct. 

   

  Customer Answer

  Date: 01/19/2023

   
  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:01/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted declutter in regards to selling my playstation 4 and 2 controllers I sent them my unit 1 used controller and a controller brand new that had never been used. Beyond the fact of their promise to pay ************************************************************************************************* on my 1st sale telling me that there was a technical problem that my unit is not working and that they revalued it about a dollar. They say they only received one controller which was physically impossible and that the playstation does not work. By their own guidelines like factory reset the playstation after verifying its full functionality and after the reset verify that everything was still in working order. I sent them a high quality used peace there is no way to get ahold of customer service And by all accounts they owed me the agreed upon amount of a $169.50. Blaming a factory reset to clear any and all personal information social media links etc out as a playstation does not render it inapproprible. The unit was packed properly and safely so that should not be any damage from shipping And without any reliable way to interact with customer service only send an email and they'll get back to you within 5 business days leave no way to alleviate the problem. Even if somehow they claim that my order only had one controller that would satisfy the playstation purchase by itself and they could eliminate the additional payment for the second controller. But to claim the device doesn't work because it was factory reset so you're gonna revalue a perfectly working in near brand new condition unit is fraud. I would like to agree upon amount paid and any additional concerns addressed in a tiny and professional manner not through a bot or through an email where they don't respond to. Buyers/sellers beware dclutr doesnt know how to use analytical equipment properly in a factory reset of a gaming system is apparently too complicated for people selling technology

  Business Response

  Date: 01/17/2023

  Thank you for reaching out to us regarding your order.

  We are terribly sorry to hear of the problems that you have been facing regarding your order.
  Having looked into this, I can see that our team reported only 1 controller had been received. 

  This was processed as the individual controller on the order, and therefore the console was automatically only classed as "Poor" condition. 

  The console was then assessed, and we found that it would not boot up, meaning there appeared to be a software issue on the device. 

  As a result, the item was declared as faulty. 

  Upon receipt of your complaint, I requested this be reviewed by our Management, who have checked the device, and managed to bypass the issue they were experiencing. 

  As a result, due to only one controller arriving, the item can still only be classed as "Poor" condition, however, due to the inconvenience faced, it is only fair we process this as "Good" condition and honour the difference. 

  I have therefore marked your revised offer as accepted, and processed a separate payment for the remainder of the "Good" condition price offered when you placed the order. 

  Please allow 3-5 working days for this to be received. Payment for the controller, of $9.00 and  $4.50 for the console at "Faulty" will be received in 1 sum, and the remaining $155.50 will be sent separately.

  I am truly sorry for the issues faced. 

  Customer Answer

  Date: 01/17/2023

   
  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:01/16/2023

  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 was supposed to send an iPhone 12 Pro *** to Decluttr and sell it for $165 but i realized when it was too late that I sent the wrong item because I got the labels mixed up. My iPad was supposed to go to Decluttr and my iPhone to another company. I explained the situation by email before my phone was delivered to their location and I was told that they would send my phone back because its not the item that was described. I got a email that my payment was sent by direct deposit. I questioned why they would send a payment if they got the wrong item. I was told they would see if they have my phone and get back to me within 48 hours. Now all of a sudden they dont have my phone. So basically they stole my phone and paid me for my iPad that they dont even have and didnt pay me for my phone. I would like my phone back.

  Business Response

  Date: 01/19/2023

  Thank you for reaching out to us regarding your order. 

  I am very sorry to hear of the problems you have faced, and can assure you that we take these matters very seriously. 

  Having looked into this, it does appear that due to a system error the item was processed without providing you with an offer. 

  As a result, I have spoken with a member of our team who has located the item, and has retained this. We can return the item to you, if you are able to return the payment we issued in mistake. 

  We have emailed you directly with the details on how to do this, and once this has been confirmed we will return the item to you. 

  I am very sorry for the inconvenience and disappointment caused due to this. 

  Customer Answer

  Date: 01/19/2023

   
  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:01/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my Xbox series x and controller to sell using Decluttr. They mentioned they would give me $335.00 for both items. I sent these items in on 12/31/22. I reached out to them last week and they said I would receive payment today, Monday 1/16/22. I have not received anything. Im concerned about their business practices and I make want what Im owed.

  Business Response

  Date: 01/17/2023

  Thank you for reaching out to us regarding your order.
  I am very sorry to hear that payment has not been received for your items. 

   

  Payment was sent to the details on your decluttr account yesterday. We advise allowing 3-5 business days for payment to be received into your account. 

  I am very sorry for the delays, please let us know if you have not received payment after this time frame. 

  Customer Answer

  Date: 01/18/2023

   
  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:01/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold two brand new (unopened) ********* Surface Pro's to Decluttr on Jan 4th and 5th (order numbers ******* & ********). Their website stated that they would pay $261/ea if they were in good condition. I assumed that since they were brand new, I'd get the full amount after they received and inspected them. I did read online reviews from people to stated they come back with lower offers after items were received, but didn't think this would happen in this instance, since the Surface Pro's had never been used. After receiving them, Decluttr offered me $13.05 for the first Surface Pro.

  Business Response

  Date: 01/16/2023

  Thank you for reaching out to us regarding your order. 

  
  We have had a look into this, and we are very sorry that you were unhappy with the offer provided for your device. 

  Having checked, we can see that this item arrived with us, and was received locked to an unknown user. This may be an MDM lock, or personal lock. We cannot offer full price for locked devices, therefore we had to reduce the price offered. 
  Customers are presented with an "Accept" or "decline" option. If they decline, we can send the item back free of charge. 
  The offer for this order was accepting, indicating that the customer was happy to sell the device to us for this price. We have therefore issued payment to the details on your account.

  The other device arrived and was accepted for full payment as there was no lock on this. 

   

• Initial Complaint

  Date:01/12/2023

  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 purchased a video from Decluttr through Amazon on 5 January 2023. It has been marked as delivered on 10 January 2023. I have not received the video. I have also double checked with my neighbors to ensure if it was delivered to a wrong address. Upon requesting a refund, I was informed that I have to wait until 26 January 2023 before anything can be done.

  Business Response

  Date: 01/13/2023

  Thank you for reaching out to us regarding your order.
  We are very sorry to hear that you have not received your order. 

  
  We have had a look into this, and we are unable to locate any orders under the email address provided. Please can you confirm your full order number and we can look into this further for you? 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18731164
  
  I am rejecting this response because:
  This is the email that I used when I ordered the movie. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/19/2023

  We have reviewed the other details provided, and using the name and address we have located the order.

  As this was placed via Amazon, the email address on the order is your Amazon Marketplace email. 

  We have refunded the order in full for you now. 

  We do generally have to allow a certain amount of days before we can refund an item, incase it has become stuck in transit. 

   

• Initial Complaint

  Date:01/11/2023

  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.

  Sent a used but in great condition iphone to Declutter to sell, nothing was missing from the phone and the screen was in great condition. Received an initial offer of $102 when they received the phone magically a piece was missing, and they changed the offer to $20. I requested the phone back, as they state it is sent in the same condition it is received, this is when we were able to confirm the piece they said was missing was taken out as it was not missing when we sent it to the company.

  Business Response

  Date: 01/12/2023

  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 as the *** tray is missing, and this is a required part of the device. 

   

  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 was missing an essential part, 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, indicating the package was not tampered with, and therefore the item was in the same condition as it was when sent. 

  When the exterior packaging has been assessed, the item moves on to be extracted manually. This is a recorded process in which we keep track of all devices and the condition of these. Images and CCTV operate throughout this process. 
  We can confirm that when the item arrived, the *** tray for the device was not present and was missing. 
  
  As the offer was declined, we therefore have returned the device in the exact same condition it was in when it was received. 

  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 assure you that we have senior members of staff observing at all times and approving all reasons for revised prices. Unfortunately the *** tray of this item was not present when we received it and therefore we are unable to honour the original price. 

  Customer Answer

  Date: 01/12/2023

   
  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,
  
  ****** *****-loggia