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:12/26/2022

  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 have received correspondence from Decluttr about an Ipad pro 11 128gb 3rd generation model, magic keyboard, and pencil I have sent to them to sell for an agreed price of $484 USD. Today 12/26/2022 I received an email that they had received my items and then shortly after that they had i formed me that my Ipad was bent. I have pictures of my Ipad before shipping I can provide that show it was in perfect working order and not bent at all. Further it was in very tight shipping package so I doubt it got bent in shipping. So far they have only sent me an offer/decline adjustment that changes their offer from $393 USD for the iPad to $19.76 USD. This is basically theft and I would like this issue looked into. Not just to receive the amount they promised but if they do not honor their word and try to send me back an iPad they broke action needs to be taken.

  Business Response

  Date: 12/28/2022

  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 bend which was found on 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 was received with a bend 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.

  Bends are a common fault with this model of iPad, and this is something which we unfortunately see quite frequently. This is something which can be seen and is usually present after production. 
  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 give all customers the opportunity to have their devices returned free of charge if they are not pleased with the offer we have made.Therefore if you are unhappy with the price, we can return the item back to you. 
  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: 12/28/2022

   
  Complaint: 18640296
  
  I am rejecting this response because: I have already provided photos regarding the devices condition upon sending it in. You keep giving the same generic response to every inquiry made regarding this issue which makes me think you are not acting in good faith. I have attached the *** tracking information to this claim which states my item was delivered on 12/23/22 at 9:46 am. However, your company claims they did not receive it until 12/26/22. I understand the holidays may have impeded a more timely inspection of my item but please kindly explain why it took so long just to acknowledge you received it and also explain where it was sitting and it what conditions for three days? Im sorry but you are responsible for the damage to this Ipad and I am confident it was due to uncaring or negligence on your part. You say you have to assume it was bent before I sent it, but I showed you pictures. I have to assume you bent it and dont want to take responsibility because you showed pictures of a bend after my device sat with you for days. You owe me the original quoted price, thats the only resolution.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/28/2022

  We are truly sorry that you feel as though the item was not damaged when it was sent. 

  We can assure you that we have reviewed this, and the item was received with this bend present. 
  The item was not damaged in transit, as has been confirmed due to the meticulous checks we conduct before completing quality assessment on the devices in our warehouse. 

  Unfortunately, we did receive the iPad with a bend present, and after checking the packaging, we do have reason to believe that the item was in this condition when it was sent to us. 

  We can return the item if you are unhappy with the offer provided.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18640296
  
  I am rejecting this response because: I have already provided pictures showing you it was not bent before shipping, and have provided you pictures showing it was dropped off the 23rd yet your company did not claim to receive it until the 26th. I already told you the sole way this gets resolved and that is you pay the amount of the original offer. I can show proof it wasnt bent before shipping, you cannot show proof that you didnt bend it through misuse. As you state the packaging is not damaged you cannot blame the carrier as you state so the responsibility falls entirely on Decluttr. Since you cant be honest I will attach the pictures again highlighting the evidence against your claim. If you look at the picture taken the shadow of the iPad is straight sitting on the packaging, if it was bent you would see it in the shadow. You also need to answer for *** dropping it off Friday the 23rd at 9:46 am yet you guys didnt do anything to it until the 26th. Where was it during that time frame? Dont give generic responses I want answers and proof that you didnt bend it.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/26/2022

  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.

  I sent my phone in to them to sell, they told me it did not meet their expectations since it was cracked and devalued it by over 400$ even though their conditions mentioned nothing of it needing to not be cracked. I checked the reviews, hundreds of other people have seen them lie and not been paid by them as promised. Included I will send the requirements they said my phone needed to meet, which it did, according to their own review of my phone, and then a separate set of requirements they sent me once they got my phone. I want them to pay me what they said they would pay given the standards my phone met. If they have other standards then they need to be upfront about it and not tell the customer after they have already sent their phone in. I now have concerns about my phone being extensively damaged by them before its returned, given the other reviews they have.

  Business Response

  Date: 12/27/2022

  Thank you for reaching out regarding your order. 

  I am very sorry to hear that you are unhappy with the revised price offered for your device. 

  We have checked our website, and can confirm that we state on the item listing, that an example of a "Faulty" device would include a broken LCD. 

  There is a crack on the glass of the item, which would be considered a broken LCD. This means that the item falls under our Faulty specification, and the revised price offered is final. 

  We are very sorry for any disappointment caused due to this, however I can assure you that we work hard to provide the highest price possible for every item. 

  As the glass is cracked, this is classed as Broken. 
  Unfortunately, the findings of our team are final, and this is the condition the item arrived to us in. 

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18639568
  
  I am rejecting this response because:
  I included a screenshot. These are the requirements I was given upon the sale agreement. These are the requirements I met. If the glass being uncracked is a requirement, then it needs to be listed upfront on the sale agreement. Additionally, my LCD is not broken, the glass of the back of the phone was, but my screen is not.

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

  Business Response

  Date: 12/28/2022

  We are truly sorry that you are dissatisfied with the findings of our team.

  We have reviewed the wording of the grade on our website, and have found that on this occasion, the device is unfortunately Faulty condition. 

  As a result of this, we are unable to increase the price offered for your device.

  If you do not wish to accept this, we can return the item back to you free of charge. 

  We are truly sorry for any disappointment or inconvenience faced. 

• Initial Complaint

  Date:12/23/2022

  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.

  Hi I was selling my iphone 10 to Decluttr, they were going to give me 250.00$ for the he phone. It was beginning of April 2022. The money was going to go to my paypal account but they sent me a message saying it wasnt working so I sent an inquiry to paypal and the said there was nothing wrong with my account, so i gave them the information that PayPal told me. I also asked then to send my payment by check to my mailing address and I still have not received a response or my money, i dont know what to do next because there is no phone Number to speak with someone and no response to my emails

  Business Response

  Date: 12/27/2022

  Thank you for contacting us regarding your order. 

  I am very sorry to hear that payment has not been received. 
  We can see that payment was issued for your order on 5th May. 

  This failed due to the PayPal showing as invalid. This can mean that the PayPal email is incorrect, but it can also mean the PayPal is not set up to receive payments, or is not verified. 
  If any of these occur, then payment will fail, and customers are responsible for ensuring that the PayPal provided is set up to receive payment for an order. 

  Unfortunately, as this failed, we needed to receive confirmation, so we can retry this to a new paypal email address for you. 

  I understand that there has been a significant period of time passed since this occurred, therefore I have requested our ******************* send a check for you. This will be dispatched shortly, and should be received to the address we have on your decluttr account. 

  Customer Answer

  Date: 12/28/2022

   
  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:12/23/2022

  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.

  On December 3, 2022, I shipped off several Xbox products, games, and accessories to Decluttr. I had a total of 7 groups of items being sent. To save on shipping for the company, I printed the tags for all 7 groups and put all items into two large boxes. The two packages were scanned and arrived safely to Decluttr on December 7th and 8th. I was paid out for the two primary packages, as *** can only scan one label for sending. The remaining items were located inside the box with receipts and shipping labels included. Decluttr also paid out a third order that was not scanned, an Xbox 360 console for $12. There were three payments issued in total: $19.19 for games, $12 for a console, and $12 for another console. Also included in the boxes were four controllers with charging docks, receipts, and shipping labels. These items were not paid out. I spoke with customer service on three separate threads and kept getting rerouted saying that I needed to provide proof of purchase and serial ID in order to receive my payment. I did not write the serial ID down and the items are with **********************. I have $60 worth of items that have now been stolen by Decluttr and am requesting to be paid that amount. This is a shady company that told me I agreed to this policy in their general terms and conditions when creating an account. They also told me there was nothing they could do for me despite several requests to escalate to a manager. No phone call. No apology. No courtesy whatsoever. And they stole $60 worth of my items in the process. Do not under any circumstances work with this company. I let them know 3+ times I would report to the BBB if they were unwilling to escalate without the serial IDs. Their last response was Unfortunately, I cant assist you further. Have a lovely day. They clearly want to use their own loophole for their own gain. Such a waste of time and money. Terrible customer service. Shady business practices.

  Business Response

  Date: 12/27/2022

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

  I am truly sorry that we have not paid for all the items which you have stated were sent to us. 
  We directly advise customers against combining orders together, and sending them in 1 box. This is because orders are only insured for the value of the label which is present on the box. If multiple orders are present within 1 package, they are not all insured in the event that they may become damaged, or go missing when in transit. 

  As a result, we cannot guarantee that all items will be covered for payment. 

  Please confirm the exact order numbers which were sent under which label, and we can then investigate this further. 
  Unfortunately we have no record of any of the incomplete orders arriving with us, however if you can confirm this, we can review this internally. 

  Customer Answer

  Date: 12/27/2022

  Their note that this is explicitly laid out is buried in their terms and conditions. Based on what they're saying, they required me to ship every single controller in an individual box, which is absurd. I would have had to ship 7 or 8 boxes to ship the items that I shipped together in two boxes using the prepaid postage they gave me within the required weight requirements. I don't even have that many boxes laying around to ship in. I never would have used Decluttr if I knew this ahead of time.

  Ever since my items went missing on their end, I am unable to see my order numbers on their website. I never had a problem previously, but now I get a spinning wheel only on the page to access my previous orders (all other pages work and I get the same result on multiple WIFI networks and multiple devices). It's my belief this is done to make it more challenging to route back to my original order numbers in an attempt to keep my items and upsell them without paying me for them.

  Thankfully, I kept receipt of the order numbers via email despite their website no longer allowing me to access them. The orders that are outstanding and need to be paid out (a total of $60) are as follow:

  1430902

  1430901

  1430899

  1430898

  These four orders were combined in the two orders that were paid out: 1430905, 1430893. Please note that they chose to pay out a third order despite the items being combined (order #******* for $12). The problem is that all items were included and they chose not to pay out the $60 owed. They have violated their own terms that say you need to ship everything separately, as they only received arrival scans for 2 orders, they paid out 3, and there are 4 orders remaining for a balance of $60. It's criminal what they are doing. 

  To help locate the items, one of the controllers has a camoflauge cover on it. There also were base chargers included (which were not required to be included but I did as an act of good faith). I am requesting that Decluttr pay out the $60 despite what their legal print says. If not, I'm happy to continue escalating this to warn the public against their malpractices. They don't even follow their own rules, as stated above. And they are creating circular conversations to avoid making a $60 payment, which means nothing to them but something to me because I could have sent my items anywhere. They've definitely lost a customer, but at this point, I just want my $60 so I can move on. Until that is done, I will remain vigilant in warning the public against working with Decluttr due to their malpractices, inability to follow their own policies, and unethical business measures taken against their customers to ensure a greater profit for themselves. Any reasonable company that values its customers would be willing to pay out the $60, especially knowing the company violated its own policy that they only pay out the orders scanned for (I received 3 payments for 2 shipments when I should have received 7 in total, and their policy states they should have only paid out 2).

  Business Response

  Date: 12/28/2022

  We are sincerely sorry that the additional items were sent under 2 orders which have been paid. 

  We have looked into this, and unfortunately we have no record or notes to suggest that we received additional items under these orders. 

  We paid out for one of the orders as a gesture of goodwill, however as we have nothing to indicate that the other 4 orders were sent to us, we are unable to pay for all of the missing items. 

  Customer Answer

  Date: 12/28/2022

  I was told that you received the third order, not that it was paid out of goodwill. That's an absolute lie. You are covering up for yourself and you are fully aware of what you are doing. Not only was I previously told you received that item, but none of the service reps have said that the third order was paid out of goodwill until you just said that when I brought up how unethical your practices are. Decluttr clearly does not abide by its own practices, can't communicate clearly, and is willing to use their own bylaws to take advantage of potential customers. So much for the customer being right. What a joke. I will continue to work with the BBB to ensure any prospective customers are fully aware and warned against working with Decluttr for the reasons listed here.

  Business Response

  Date: 01/02/2023

  We are sincerely sorry for any confusion caused by our response or the payments you have received. 

  Having reviewed your account, we can see that there are a number of orders which we have not received, and some we have received in incorrect parcels. 

  Order 1430893 was received, but it was not labelled for the correct order. This was received in a box for a different order, however as we received the item we have paid in full for this. 

  Order 1430895 was received with the correct tracking for the order, and was therefore paid for in full. 

  Order 1430905 was received in the correct box for the order, and was therefore paid fully. 

  Order 1430902, 1430901, 1430899, and 1430898 we have no record of ever receiving. Our Warehouse Team did not leave any notes to indicate we received any additional items, and therefore unfortunately we were unable to process and pay for these items. 

  We are sincerely sorry for any disappointment caused, however we do understand the inconvenience and confusion due to the communication and correspondence received. As a result, we have concluded it is only fair for us to honour the payments for the outstanding orders. I have passed these to our claims department who will review and pay shortly. We are sincerely sorry once again for the disappointment and inconvenience caused. 

  Customer Answer

  Date: 01/02/2023

  Thank you for making this right. I want to keep this thread open until I receive payment so that we can properly resolve this case. Please let me know how many business days I can expect to see the $60.00 payment released. 

  Business Response

  Date: 01/06/2023

  We are pleased to have been able to help resolve this complaint for you. 

  The outstanding orders were paid on 3rd January, we do advise allowing around 5 business days for this to be received, therefore please let us know if you do not receive any payments within this time frame. 

  Business Response

  Date: 01/06/2023

  We are pleased to have been able to help resolve this complaint for you. 

  The outstanding orders were paid on 3rd January, we do advise allowing around 5 business days for this to be received, therefore please let us know if you do not receive any payments within this time frame. 

  Customer Answer

  Date: 01/06/2023

   
  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:12/20/2022

  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.

  I sent in a ****** pixel 6 a for a payment of $140.00 to be payed to me it's been over 24 hours and they are not responding to me or anything I want my $140.00 that was promised and a response from declutter about my $140.00 nothing else

  Business Response

  Date: 12/21/2022

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

  I am very sorry to hear that the payment for your order has yet to be received. We can assure you that we work to ensure all customers receive payment as quickly as possible once an item has been accepted for payment. 

  Having checked, we can see that 1433141 was marked for payment, and payment is being issued today. Please allow 3-5 business days for this to be received into the details on your account. 

• Initial Complaint

  Date:12/16/2022

  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 offered to pay me $409 for my iPhone. When they received it, they revised their offer to $391 citing the item was not in the described condition. When I inquired, I noted their assessed condition and the condition as I described it were being shown as the same. They informed me that, due to this inquiry, they would in fact honor the initial price of $409. I was told I would get an email saying I accepted the revised price, but that I would be paid the full amount in two payments--one for the revised offer amount of $391 and another in the amount of $18 for the difference between the offer amounts. I received a payment of $18, but no other payments. When I inquired, I was told repeatedly they had made both payments and that I need to provide a bank statement showing I had not received the payment. I provided the transaction history of my account, showing that I have received only one payment from them. I also asked Decluttr to provide evidence of their payment to me. I was given a screenshot showing one payment marked as an "additional payment," but showing no other payments. When I pointed this out, I was told again they had made both payments (contrary to the "evidence" the provided) and asked again for my bank statement with more details shown (above and beyond what they would need to confirm I haven't been paid in full). In addition to this company taking my phone and refusing payment (after attempting to revise the offer price down once the phone was received), this company gives the impression of a fraudulent operation--their published phone number doesn't work, they have very little in the way of other contact methods, and they're requesting detailed personal information as they refuse to honor their end of the deal.

  Business Response

  Date: 12/20/2022

  I am extremely sorry to hear that payment has not been received for the larger amount. I can assure you that I have escalated this with our Accounts Manager, who has reviewed this and can confirm the larger sum failed. We reissued this yesterday for you, and this should be received shortly. 

• Initial Complaint

  Date:12/16/2022

  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.

  They took my PS4 and have not given me my money for it. They received it a few days ago. When I try to contact support they constantly keep my in a queue. They wont give me any information on my divice or payment. I want my divice back and I cannot contact anyone to get my divice back. They are the worst company and a total scam.

  Business Response

  Date: 12/19/2022

  Thank you for reaching out to us. We are very sorry to hear of the issues you are facing surrounding your order 1434488. 

  We have had a look into this, and can see that after arriving, the order was cancelled by yourself. 

  As a result, the item has been marked to be returned to you. This should be completed shortly. 
  
  This will be sent via a tracked service to the address on the order. 
  

• Initial Complaint

  Date:12/16/2022

  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.

  Ive been waiting for my payment of $149 they have my item and said they made a payment December 1st 2022. Ive been going *************** finding out why I didnt get it deposited in my checking account. I finally heard from someone saying it was their fault in the system. I found out it was my fault. He said go to my profile and update it. I tried but my profile didnt appear. Than I was timed out for a day. I finally, updated my bank information with the correct information. I notified them many times that it was updated and they are ignoring my emails. I had no issues with them before. I was angry and abrupt with then and apologized for my rudeness. I need my B money desperately! My mom is very critically ill. They have no live person so you can talk to them. Im very angry now. I want them to respond back to me with my payment, as they promised. Please please get on them regarding this complaint. Im not using them any further. I took a picture of my bank information and statement they wanted . They received it. I did my part! They have me wait for this issue for awhile. I feel like hey have no right asking me to do this sending information. They said it didnt bounce ? Where did the money go? Its not in my account before. They are ignoring me. I believe my order #*******. Please please help me. I have to pay my property tax n by the end of December, in ********. I gave ex relatives in Georgia. Please please contact me on this issue asap. Thanks so much for taking your time hearing and hopefully resolve this. I work in retail myself! I know they are busy but, part of this situation should have been resolved. Its only for $149.60 for an Apple iPad. Thanks so much ! Have a wonderful holiday season Sincerely *************************

  Business Response

  Date: 12/16/2022

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

   

  We have looked into this, and can confirm that payment was issued on 1st December. This unfortunately bounced back and failed due to the details being incorrect. 

  Please update your details via your account, and let our customer service team know once done, and we can reissue payment for you. 

• Initial Complaint

  Date:12/14/2022

  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.

  They do not honor their price offer, they claim there is something with the casing, they dont specify what it is, where it is, show you a picture or anything, so basically they just make up whatever they want to cut your offer by more than 90%. Then, their initial emails i was receiving normally in my inbox, all their emails regarding the bogus price decrease were going into my spam folder, im sure they do that intentionally because after 10 days they consider their 90% decreas price offer accepted and push it through without your consent. This is a well thought out operation they have goint on there and it is robbing people and ripping them off. I NEVER agreed to their revised offer and they never gave me any reasoning for the enormous decrease, please help me with this, thank you.

  Business Response

  Date: 12/16/2022

  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 damage to the casing 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 device was found to have casing damage 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 have requested further information to clarify the exact damage present on the console. 
  
  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. 
  
  In order to decline an offer, you must respond via the offer email we provide confirming the reduced price.
  
  As per our terms and conditions, in the email, you will have the option to Accept or Decline our revised offer price. You must accept or decline our offer by clicking the relevant button in the email within the Grace ******* If you fail to respond via the links provided in the email, or within the Grace ******* we will continue to process your order at the new offer price.
  
  To clarify: we do not accept notification of declined offers in any format except the decline link provided in the revised offer email.
  
  On this occasion, this was not done, so the offer was not responded to. We confirm within our terms and conditions, If you do not respond to our revised valuation email, either by lack of response or failing to adhere to the Decline process detailed above, we will automatically process payment for your Tech at the new offer price emailed to you. You understand and agree that Decluttr is not liable whatsoever for any loss of any kind that *** result from your failure to act within the Grace ****** or not accepting or declining our revised valuation in the correct fashion.
  
  As a result of this, due to the offer not being declined correctly, it has been automatically accepted via the process we outline within the terms and conditions.
  
  We are very sorry for any disappointment caused, however unfortunately we must adhere to this process and as the offer was not declined using the link provided, we cannot return the item to you. 
  We must emphasise the importance of reading our terms and conditions prior to accepting these, as we stick to these for all orders and customers. 
  
  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. 

  We have processed this order in line with the agreed terms and as the email link was not used, the offer was automatically accepted, and this is final. 

  
  

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18574564
  
  I am rejecting this response because:  There was no damage to the casing, and absolutely not damage that would result in a 95% decrease in price.  What was there, a smudge on the case, a spec of dust?  Why dont they state unless the item is in pristine, brand new, out of the box condition like it was out of the factory 10 years ago we will not pay you $150 we will pay you $10, why not clarify that right away.  This equipment was in phenomenal working condition, lightly used, good casing, all the equipment included, controllers, chargers, cables, everything and some.  Their "offers" of 95% decreased price were all sent into my spam folder, i suspect intentionally on their part, and i have screen shots of that.  Their initial emails all went to my regular email, yet their aggressive push for me to accept a 95% price decrease is sent into my spam which i would never see, with a time limit before it goes through automatically, why?  This is precisely what happened, and i have all the emails to prove it.  This is absolute thievery, and it is well planned out and well covered for on their end, but i will not give up on this one.  Your assistace is appreciated, thank you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2022

  We are sincerely sorry that you are unhappy with the response provided.

  We can see that our Formal ********************* are currently handling this situation, and contacting you directly regarding this matter. 

• Initial Complaint

  Date:12/13/2022

  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.

  I ordered an item for over $500 from this company. They charged my card weeks ago and told me they would not be sending my order. No attempt was made to refund me - I had to file a chargeback.

  Business Response

  Date: 12/15/2022

  We are terribly sorry to hear of the issues you have faced.

   

  Unfortunately we are unable to locate an account under the email address provided. 

  Please can you confirm the full order number, and we can then look into this for you? 

  Customer Answer

  Date: 12/15/2022

  I already gave them all of this info, including lots of screenshots, but the order number is R556031211. They will say "we don't accept Amazon Pay", but you'll see they clearly advertise it. There are numerous BBB complaints against this business for accepting customers' money and then denying ever receiving it. 

  Business Response

  Date: 12/16/2022

  We are truly sorry for the delays and inconvenience faced thus far. I can assure you that we do take these matters very seriously, and unfortunately we do no longer accept orders paid via Amazon Pay. We are in the process of ensuring this option is completely removed from the website. 

  We have fully refunded the order for you, and this has been done via the original transaction. 

  Please allow 2-3 days for the refund to show. 

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18565819
  
  I am rejecting this response because they are still advertising Amazon pay. Ill keep this complaint open until they resolve this issue. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2022

  As previously advised, we are in the process of removing Amazon Pay from our website entirely. 
  Any orders placed via this method will be refunded and cancelled. 

  In the meantime, whilst our team work to remove this, we would advise using one of the alternate methods of payment.