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:01/09/2023

  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.

  On Nov. 7, 2022, I received an offer on the Decluttr's to sell my computer, a 2020 13 inch MacBook Pro. The computer was in an excellent shape, like new, and the online offer was for $487. I purchased an expensive protected mailing box (for $60) and sent it via *** on Nov. 26. A few days later (Nov. 30) I received a message from Decluttr, saying that the computer was not in the conditions specified. According to the message, the computer had a problem with the screen and keyboard, and they revised their offer to $38. Since the computer I sent was in perfect condition, I refused this offer and asked that the computer will be sent back to me. When I received it, I saw that there was indeed had damage to the keyboard and screen. Upon further inspection, I noticed additional damage to the bottom of the computer, which made me believe that the computer fell or was dropped at some point, creating the damage to the screen and keyboard. Since I purchased a very expensive protective box, I must conclude that this damage occurred after Decluttr received my computer. Decluttr doesn't have a working customer service phone number, so I emailed them asking for an explanation. The representative refused to take responsibility over the damage to my computer, saying that the damage did not occur while the computer was in their possession. They also said that they have pictures proving that the computer came damaged, but the images they send do not show in anyway that this damage occurred before the computer arrived at their facility. I attach pictures of the damage with my complaint. This business' actions are unacceptable and fraudulent. They have damaged my computer and refuse to take responsibility for it. The fact that this business does not have a working customer service phone number raises further concerns about their integrity and service.

  Business Response

  Date: 01/10/2023

  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 pressure marks, and damage to the item.
  
  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 device 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.
  The item is then passed to our extraction team, with photographs taken immediately upon the item leaving the packaging. 
  We can assure you we take all instances of items which are damaged in our warehouse very seriously, and have a formal internal procedure and policy which is followed if this happens. This involves senior members of management conducting a formal report, and immediately paying in full for the item. 
  This did not occur on this occasion, and we can assure you that this item was received into our warehouse with the damage we have reported. 
  There was no sign that this occurred in transit, therefore we do have reason to believe the item was damaged when it was sent 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. 
  Again, please accept our sincerest apologies for the disappointment this has caused. We are very thankful for your custom and do hope this experience has not deterred you from using our services again in the future. 
  
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18711334
  
  I am rejecting this response because:
  

   

  I appreciate the business' detailed response, but I cannot accept it. The business refuses to take responsibility despite providing no evidence suggesting that the damage did not occur while the item was in their possession. I have sent a perfectly functioning computer in an expensive and well protected case. Since I do believe that the case was strong enough to prevent any damage in transit, I must assume that the damage occurred after the item arrived at the business. I am very disappointed by this reaction and by this service, which is nothing less than fraudulent. 

   

  I expect the business to take responsibility and provide me with the full value of the computer as was originally promised. 

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

  Business Response

  Date: 01/12/2023

  We are sincerely sorry that you are unhappy with the response provided. 
  We have reviewed this, and unfortunately our stance on this matter is final. The item arrived to us in the condition it has been recorded as, and there was no sign this occurred in transit. 
  If you have any images of this item from prior to sending we may be able to review these, however thus far we do have reason to believe the item was in this condition when it was sent to us. 

  The damage could not have occurred in transit without clear signs to the packaging, and there was no damage to the exterior packaging. 
  The item was unboxed in this condition, and we received it with this damage. We have provided images which were taken immediately upon removing the item from the box. 
  

  As advised, we follow strict internal procedures and keep record of all items. This item arrived damaged and this has not occurred when in our possession. 

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18711334
  
  I am rejecting this response because:

   

  The business refuses to take responsibility for a damage that clearly occurred while the computer was in their possession. The business fail to provide any evidence that support their claims. I must insist that the business provide me with the full promised value of this computer. If the business is unwilling to resolve this matter with the assistance of BBB, I will have no choice but to seek further legal action. 

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

• Initial Complaint

  Date:01/05/2023

  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.

  I sold this company my stuff or tried to anyway . On 01/02/23. Theyre saying it was delivered on *** the company that shipped it as of 01/05/23. But i have yet to receive my funds for the transaction. ************** (decluttr) only send automated emails which makes everything extremely when trying to figure this all out. I would just like my items returned to me asap. Please and thank you.

  Business Response

  Date: 01/06/2023

  Thank you for reaching out to us regarding your order. We are very sorry to hear of the problems you have faced regarding your order. 

  I have looked into this, and we can see that the items arrived with us yesterday afternoon. The items are being processed currently and also being assessed, you will receive an email with an update shortly. 

  We are very sorry for any delays and inconvenience faced. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18689835
  
  I am rejecting this response because: i asked for my things to be returned to the address sent. I also would like my items to be sent in the form/fashion that they were sent to there company . I just want my items returned asap please and thank you 
  
  Sincerely,
  
  Kyreise ****

  Business Response

  Date: 01/09/2023

  We are unable to process a cancellation of an order from our side. Customers must cancel their order via their Decluttr account, in order to ensure the items will not be processed.

  However, as you declined both offers, the items will be returned to you shortly. 

• Initial Complaint

  Date:01/05/2023

  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 sold items to Decluttr and I have not been paid yet. Its been 2-3 weeks since my items have been processed and I was quoted ******. Ive talked to their online bots and Im trying to get paid via PayPal or have them send me a check. I tried 2 times to get paid through direct deposit, but it bounced both times. Not sure if they have customer service or not, but theyre not communicating. My order number is *******. Im just looking for compensation.

  Business Response

  Date: 01/06/2023

  Thank you for reaching out to us regarding your order 1436553.

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

  I can assure you that our team process payment for all orders as quickly as possible. 

  Unfortunately the payment has failed on more than one occasion, and bounced back to us stating invalid details provided.

  As a result, our team are processing payment to the PayPal email address you provided for us. This is being processed and should be received shortly. 

  Customer Answer

  Date: 01/06/2023

  I spoke with a representative about 3 days ago now. And they said somebody will reach out to me about PayPal payment within 48hrs. Nobody has reached out to me. My impatience is based on lack of communication. What does they will pay me shortly mean? They will pay me tomorrow? Or in three weeks? Like I said Im just waiting for confirmation from somebody. Thanks

  Business Response

  Date: 01/09/2023

  Our accounts department are in the process of issuing your payment. This should be received within 24 hours. 

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

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18689286
  
  I am rejecting this response because:
  
  It is now 1/11/2023. We are heading closer to 48hrs and overall closer to a month of you guys processing my order and still not paying me. Im starting to accept that I wont get my items back and I wont get paid either. But I would like the BBB. To make sure you get flagged and that people are aware of how crooked this company is. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/12/2023

  Please accept my sincerest apologies for the delay regarding this payment. 

  Our ******************* are processing it to your PayPal email address confirmed previously, and this will be received shortly. 

  We can provide proof of payment for this if not received within 48 working hours. 

  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,
  
  ***********************

• Initial Complaint

  Date:01/02/2023

  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.

  Hi,Ive used Decluttr to sell some items to their company. The Decluttr app lets you scan or hand key type in the upc numbers and they give you a price or tell you they arent buying that title. Ive sent in 3 orders, all arrived the same day and the Decluttr site shows they received the items. That was over a month ago and Ive not been paid. I received a email saying 1 of the boxes I sent in was missing items which was not true. There are some barcodes that scan on the app and some you have to manually type in. When I questioned if they manually typed them in they sent it to a claims department and it was paid.Now for the other 2 orders that were sent in and received the same day as the prior box order those 2 boxes havent been processed.When I contacted customer service last week I received a response today saying maybe they were lost in transit. Then they asked me for tracking numbers. They provided me with the shipping labels and have the tracking numbers. My items are at their location and photos Ive attached show they were delivered. This company tried to rip me off by saying some items from that 1st order were missing when they were too lazy to manually type in the barcodes that didnt scan. They paid me in full for that box.I havent received any payment on the other 2 boxes and would like for management to call me and provide a written explanation as to where my packages are, and either send my items back or pay me as they promised to do for the items. Instead they have incompetent employees that dont read emails to address concerns.

  Business Response

  Date: 01/03/2023

  Thank you for reaching out to us regarding your order. 

  I am sincerely sorry that payment for your orders has not been received. 

  Our team will scan the barcodes on all items which we receive. If the barcode is not present on the item, then it will not be scanned in to our warehouse, and unfortunately shows up on the system as not received. If you hand key the barcode in on our App or Website, then it must be the barcode which is present on the item. 

  I can see that the 2 outstanding orders have not been completed or paid as there are 3 items in total which have not been scanned in for these. 

  As such, I have marked these items as sent, and requested our team complete payment, as was done for your other order. 

  Please allow a few days to receive payment for these orders. 

• Initial Complaint

  Date:12/30/2022

  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.

  Traded in a white edition Xbox one x 1tb that was purchased at GameStop. Send package in and they are claiming it is an Xbox one s digital only. This is simply not correct. How can a company that specializes in trade ins make such a major error? Escalated to mgmt but response doesnt change. This seems like an excuse to get a product for a 1/3 price and is false advertising.

  Business Response

  Date: 01/02/2023

  Thank you for reaching out to us regarding your Decluttr order. 

   

  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 revised in price as it was the incorrect model. The item was described to us as Xbox One X, however when it arrived, we found it to be Xbox One S All-Digital 1TB. 

  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 console is a different model than was described, and therefore we have had to change the price we can offer for 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 do have reason to believe the item we have is the one which was sent to us within the package. 

  We have run a check on the serial number of the device, and this has been found to be an Xbox One S All-Digital. 

  
  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 incorrect description. 

  
  We give all customers the opportunity to have their devices returned free of charge if they are not pleased with the offer we have made.

  
  Again, please accept our sincerest apologies for the disappointment this has caused. We are very thankful for your custom and do hope this experience has not deterred you from using our services again in the future. 

  Customer Answer

  Date: 01/02/2023

  How is it a digital model when it has a disk drive? That is very confusing and leads to your testing to be less then *******

  Business Response

  Date: 01/06/2023

  Our team perform a number of checks using the serial number on the device we received. It was found to be the all digital Xbox One S, therefore the price had to be reduced. 

  As you have now declined the offer for the item, it will be sent back to you free of charge via *** to the address on your account. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18661319
  
  I am rejecting this response because: I have sent pictures of the Xbox showing its an Xbox x and has a disk drive decluttr is trying to scam customers.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/06/2023

  Unfortunately, as the offer has been rejected, the console we have received will be returned back to you. 

  As previously advised, the serial number we received came back as a digital device. 
  As you have declined the offer, the order has completed as such, and the item is being returned back to you. 

• Initial Complaint

  Date:12/30/2022

  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.

  60 year old adult sent a PS4 Console within the past year, in original box and received the quoted resale value of $225.Recently sent another PS4, sent in bubble wrap (well packed) and am now told the ps4 is defective (worked great when I sent it in) and they will offer $10I declined and cant get tracking on my consolecustomer service plays game via email asking for information in response to asking why the website will not show my ordersFurther review of decluttr shows thousands of one star reviewsmany saying similar low ball tactics to what I experienced!

  Business Response

  Date: 01/02/2023

  Thank you for reaching out to us. 

  We are sincerely sorry to hear of the problems faced. 

  Unfortunately, we are unable to locate any orders under your email address, therefore please confirm the full order number for your issue and we can review this further. 

  Customer Answer

  Date: 01/02/2023

  This is exactly the poor customer service ************************ Im addressing

  They are playing needless gamesthey have my order number that has my full name which matches the complaint from BBB, but they just have to be difficult!

  ***************************** is the email I used for this terrible rip off site!!

  Regards ***

  PleaseI need tracking info on my PS4 console that they are supposed to have returned in 2022!!

   

   

  Business Response

  Date: 01/06/2023

  Thankyou for providing the email address.

  We are sincerely sorry for any inconvenience, we did search using the name provided, however the name on the order is "***" not "***************** it did not come up within our search results. 

  The PlayStation was returned to you via *** and has the tracking number 1Z867E8V0391724685.

  This was dispatched from our warehouse on 28th December. 

• Initial Complaint

  Date:12/29/2022

  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 shipped 2 orders of items to sell to Decluttr and did not receive payment. My account with the company shows all the items were received. When I visited the 'help' section of their website, it indicated I would be notified when payment was issued and that it might take a while. After I waited long enough, I contacted the company and received a terse response acting as if I was trying to get my items back. They owe me $71.52.

  Business Response

  Date: 01/02/2023

  Thank you for reaching out to us regarding your orders, we are very sorry that payment has not been received. 

  Having looked into this, I can confirm that 1417422 was received, and paid in full on 8th November. 
  Unfortunately, the PayPal payment bounced back and failed due to invalid details. 
  This can occur if the PayPal email address is wrong, if the account is not verified, or if it is not set up to receive payments. 

  Order 1417225 arrived with us, but has not been completed as the following items were not present: 

  [NOT ARRIVED] Caesars - Paper Tigers ($0.14)
  [NOT ARRIVED] Enigma - Sadeness ($0.19)
  [NOT ARRIVED] ************************* - Wall-E ($0.60)

   

  Please let us know if these items were sent or not, and we can complete this order for payment. 

  Please confirm the correct PayPal email address, or contact our **************** confirming this so we can reissue payment.

  Customer Answer

  Date: 01/02/2023

  Hello,

  I never received any communication on November 8 about an attempted payment and nobody ever indicated that there was a problem. I received a message from customer service 2 days stating the missing items and I already requested payment to be processed without those items.

  PAYPAL PAYMENT INFORMATION:

  ***********   - or -   ********************

  Either of these will work. Please send receipt of payment showing one of these email addresses.

  Business Response

  Date: 01/06/2023

  Payment for both of these orders have now been issued. 

  One payment was issued on 3rd January, and the other on 5th January. 

  Please allow 24 hours for the 5th January payment to be received. 

  If you have still not received payment please let us know and we can retain a proof of payment receipt for you. 

   

• Initial Complaint

  Date:12/28/2022

  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.

  According to *** (Tracking: 1Z867E8W9098778191), the shipment for my order (Order: *******) was received by Decluttr on November 4, 2022. A few days later I received an email from Decluttr - one of the items I had shipped to them was not in the condition that I had described. They asked me to accept a new offer - about $10 less due to the condition of item. I signed in to my Decluttr account and accepted the new offer. A few weeks later, I began receiving emails from Decluttr, "...don't miss out on your offer...". It seemed a little odd - as if they hadn't received the shipment for my order - but I assumed the emails were automated and that my order was still being processed. After all, *** tracking had already confirmed that the shipment for my order had been received.December 4, 2022, I contacted Decluttr via their website to ascertain the status of my order. They did not respond to my query. I contacted them again a few weeks later. They have still not responded. It has been two months since my shipment was received. Decluttr does not list a phone number to contact them. It seems clear that they do not intend to reply to my inquiries about the status of my order. I do not believe they are acting in good faith.

  Business Response

  Date: 12/29/2022

  Thank you for reaching out to us regarding your order. 

  We are truly sorry that you have not received your payment for your order. 

  We have looked into this matter, and can see that unfortunately, some of the media items became stuck in processing, and therefore the order had not been completed. We have now processed this as completed for you, meaning payment will be issued for you shortly. 

  We are truly sorry for the poor service received regarding this order, and can assure you that we will be getting our Management to review this further to ensure no further miscommunication occurs again. 

   

  Customer Answer

  Date: 12/29/2022

   
  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:12/28/2022

  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 sold my M1 macbook air to decluttr, who received the product on 11/25. After receiving the macbook, I was told that I would get payment within 3 bossiness days. It is now 12/28 and I have still not received payment. I have been in contact with their customer support via email (as they do not have a phone line), but I still have no idea what is going on. Every time that I reply to the email thread I am passed to a new employee. Additionally, I have received multiple varying explanation for what is going on, been asked for a copy of my bank statement and told that I cannot be mailed a check. At this point in time I want the money that is rightly owed for the macbook air that I sent to them. Waiting over a month for payment with no resolution in site is unacceptable, especially when payment was supposed to arrive "within 3 business days". At this point in time, I am trying once one to get them to send me the rightfully owed payment, however, I will be beginning legal action if it is not received by 1/3/2023. Please find attached all of the email interaction that I have had with them as well as the original email stating when I would receive payment.

  Business Response

  Date: 12/29/2022

  Thank you for reaching out to us regarding your order.

  We are sincerely sorry to hear that payment for your order has not been received. I can assure you that we take these matters very seriously, and upon receipt of your complaint, I escalated this with our Accounts Team. We can confirm we did issue payment, but it appears to have failed due to incorrect details. 
  

  Our team have now reprocessed payment on your account today. This has been sent to the bank details on your Decluttr account. 

  Customer Answer

  Date: 12/31/2022

   
  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 finally received. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2022

  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.

  I sell some of my unused devices to Decluttr. If they offer me a price I like , then I accept and I send my device to them. After they inspect the device they can counteroffer or accept and sent the payment. But in this matter, the iPad Pro I sent was labeled incorrectly on me part and they counter offered and I gladly declined the offer so they can send back my device. Keep in mind, Ive declined offers before and they send me tracking info on my declined device. But when I declined the iPad offer, I never received and tracking information. I had to call Decluttr after two weeks of no information. Later I was informed they couldnt help me because the device was delivered on Nov. 26 and I was home and present the entire day. The device wasnt delivered and I even contacted *** and they claimed to delivered it but have no proof. On Christmas Day , I received and email from Decluttr claiming that had my device the entire time and now theyre recycling it so I cant get it back due to no response in 30 days and Ive clearly been messaging them. ( Ive never received a message like this even when Ive declined offers.) Now their customer service are stating it was automated which I believe is a lie because they have never sent me a message like that before. Whenever a device is shipped the seller should always have insurance just in case but I believe they held on to my iPad and stole it from me and I want full retail for me device.

  Business Response

  Date: 12/28/2022

  Thank you for reaching out to us regarding your order. 

  I am very sorry to hear of the issues you have faced. We have had a look into this, and can confirm that you received an automated email on 25th December regarding the recycling of your device. This was automated, and was the result of an error on our system. I am sincerely sorry for any confusion or concern caused due to this. The email was in relation to the watch on the order, not the iPad.  

  We returned your iPad back to you, and this was dispatched from our warehouse on 22nd November. This was sent via *** and has the tracking number 1Z867E8W0398552427. The item was sent to the address which is provided on your Decluttr account. This was delivered successfully on 26th November. The courier has confirmed that this was delivered as addressed. 

  Customer Answer

  Date: 12/28/2022

  The package was not delivered. What I find hard to believe , is for every other device I have sent , Ive received tracking information instantly via email and the my Shop app. Even for a device that was sent after the iPad. But I had to call Decluttr **************** In order to receive my tracking information. So first I was never alerted about the device it self and then after declining, and responding about to the situation, I still receive an automated message (which I never had received about any other declined device) which I DECLINED and the system should have picked it, this forfeiting the automated message. If thats a system error then I believe the courier message is a system error as well, and your company still has my device.

  Business Response

  Date: 01/02/2023

  Unfortunately we have returned both devices on this order to the address provided. 

  The Watch was returned via 1Z867E8W0391671712. This was sent and due to a system error, you received an automated email stating it had been recycled, but this was due to the way in which our warehouse processed the item. The email was sent automated as though the iCloud lock was not removed, and the item was still in our possession, when we had actually already returned this to you. 

  We are very sorry for any confusion, however the recycled email was in relation to the Watch. 

  The iPad was returned via 1Z867E8W0398552427. This was sent out as you declined the offer for the item. 
  We are very sorry if the tracking was not received, however we can assure you that both items were returned via separate tracking, and were marked as delivered to the address on your account. 

   

  Customer Answer

  Date: 01/02/2023

  The recycle email clearly states the iPad and not the watch. I have the watch and thats not the problem. *** also stated they have emailed your company to respond about the iPad. 
  

  Its very strange how I didnt receive any information on the status of the iPad until I called customer service and then the iPad went missing. But other products I receive tracking and everything as soon as its available. This seems very unfair to me. And all you have to say Is Im sorry. I do not accept your apology. Even when I ship my products or merchandise to a customer , I have insurance on every product. 
  

  but once again *** told me they have been waiting your response for over a week now. 
  

  So if you were in my shoes to see this situation:

  -Ipad was decline

  -never received any information on iPad until customer called instead of being sent the information.

  - arguing back and forward with Your company and ***

  - Customer receives email stating your company still has the iPad and now is going to recycle it, due to no response which I clearly sent in emails showing our communication.

  - *** tries to contact your company and no response. 

  - and not all your company can say is we apologize, we sent the iPad back.

  if I wouldve received the iPad , dont you think I wouldnt be having this conversation. This is unfair.

  Business Response

  Date: 01/06/2023

  Please provide a screenshot of the recycled email that you have received so we can review this further. 

  The system shows that this was in reference to the Watch, which was iCloud locked, and therefore due to be automatically recycled if we had not returned it. 

  The iPad was returned to you via the tracking provided and is marked as delivered successfully by the courier. 

  Customer Answer

  Date: 01/06/2023

  Here is the email showing the recycling box f my iPad and not the watch. I also uploaded this at the beginning of this complaint.

  Business Response

  Date: 01/09/2023

  Thank you for providing this screenshot as requested. 

  We will be reviewing this with our IT department for further investigation as this is incorrect, and the device was not recycled. 

  As previously advised, both items have been returned to you via **** and both show delivered. 
  
  As we have returned both devices as expected, to the address provided, and both show delivered, we do believe these items have been sent back to you correctly, and have been received.