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:12/13/2022

  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.

  The date of the transaction was 11/25/2022. I purchased an iPhone from Decluttr using Amazon pay to pay for the transaction. They emailed me that they received the transaction and provided me with an order number. The transaction appears on my Decluttr account. They emailed me that the order was in process. The charged Amazon for the order. Amazon debited by credit card for the order. The order was never fulfilled. They instructed me to ask Amazon to cancel the transaction and submit a 2nd order, which I did. The 2nd order was fulfilled. However, when I did not receive a refund for the first order I contacted Decluttr and had an extended back and forth conversation (with email trail) trying to resolve this matter. To date it has not been resolved. Both the first and send order show ** in my account on the Decluttr website.

  Business Response

  Date: 12/16/2022

  Thank you for reaching out to us. We are very sorry to hear of the issues you have faced with your Decluttr account, and the orders which you have placed.

  Looking into this, I can see the first order was made via Amazon Pay. The reason this did not load on to the system correctly is due to the fact that we no longer accept Amazon Pay as a payment method, and we are currently in the process of getting this removed from the website. 

  We are sincerely sorry the website allowed for you to process this order, and that you were not informed of this by our **************** Team. 

  I have informed management of this, and requested they provide further training to ensure this does not occur again. You should not have been told to contact Amazon, as we can refund this via our Amazon Pay contact for you. 

  We have now fully refunded the first order, which should have been done previously. 
  
  please allow 2-3 days for this to be received. 
  

  Customer Answer

  Date: 12/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory in terms of receiving the refund that I was due based on a charge for an order that had not been fulfilled.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  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.

  Tried to sell a ********************************** to them for ******, sent it in (12/7/2022) and arrived with them on 12/9/2022, performed the testing on the phone today of writing this (12/12/2022) and then received the email stating something changed on the price from 205 down to ***** due to "screen burn" the order number was *******, immediately declined the joke of an offer from the stated price and requested account terminated due to bait and switch shady maneuver.Sent that phone in working from a factory reset and ******* account removal and if I receive the phone back in worse condition I will be sharing the images that I previously have of the phone on to this complaint

  Business Response

  Date: 12/13/2022

  Thank you for reaching out regarding your order, and 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 condition due to Screen Burn on 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 does have screenburn, and therefore, the original quoted price could not be honoured on this occasion. 
  

  Whilst this does not necessarily affect the functionality of the device, it is classified under our Faulty specifications. A screen burn is where you can see a faint outline of something that was once on the screen - such as an icon, the time, or lines - showing mainly on clear white screen.
  
  As this is a fault with the *** we are not able to offer a higher price than offered for this order.

  
  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. As you have declined this, the item has been marked for return back to you and will be dispatched shortly. 

  
  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: 12/13/2022

   
  Complaint: 18562248
  
  I am rejecting this response because:

  This HAS deterred me from using this service again as the device was working BEFORE it was sent to you, remove my account as its clearly a shady business practice and would not send anything else as it will break when it reaches your workbench's.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/13/2022

  We are sincerely sorry that this has deterred you from using our services. 

  As previously advised the device is working, however unfortunately there is screen burn present. This does not impact the functionality of the device, but would require a full LCD replacement in order for it to be refurbished, therefore we did have to reduce the price. 

  If you would like for us to close your account, please contact our **************** Team, and they can escalate this internally to our Data Protection department. 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18562248
  
  I am rejecting this response because:
  

  I already did contact the customer service to have my account closed, and advising for the customer to get a LCD replacement screen which alone can range from anything from $50 to $250.

  Please provide the tracking number for the return.

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

• Initial Complaint

  Date:12/12/2022

  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.

  Hi there,I recently returned an iPad within the warranty period, hoping to get my refund taken care of in a timely manner. After sending the iPad back I didn't receive any communication about the refund, anything related to processing my request, and I have followed up several times with no luck. I have chatted with support people, and I have called to speak with support directly. Everyone tells me something different about what's happening with my refund, and I am interested in getting this resolved. One thing that I was told is that there is an issue with my account that they are trying to figure out, but nothing seems to move forward. I was also told that the refund was sent, though I haven't seen it show up on our credit card; on the other hand, I have also been told that the refund got held up and they are trying to figure that out. Regardless of what they tell me, I am told that this issue will get sorted out in X days, but that never happens and no one follows up with me. I have lost all faith in Decluttr helping figure this out, and I'd like some help getting this sorted out. My order number is R840807519.

  Business Response

  Date: 12/13/2022

  Thank you for contacting us regarding your order, and we are very sorry that you are unhappy with the service received so far. 

  Having looked into this, we can see you returned an item under order R840807519, however when it arrived, it was found to be under your other order number R554935603. 

  Our team processed the return after the *** account was removed from it, and then issued a full refund. 

  Due to the mix up with the order numbers, it appears that there has been some confusion, however I have since amended this and issued the full refund you are waiting for. 

  I am very sorry for the delays. 

• Initial Complaint

  Date:12/12/2022

  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 few items to Decluttr and they arrived 12/6/22. They spent several days trying to find the items because they had no idea where they were regardless of me having proof they were delivered.Once the items were received they said they weren't in the same condition (which was false but I digress). I accepted their revised payment for my items nonetheless. It is now 12/12/22 and they still havent loaded my last item. I sent in several support tickets and they asked me for the **** number (which I provided) and they have yet to reply. This business said it typically takes 24 hours after they receive the items but it has been a week and they still are processing. I have sent in over 5 support tickets where there team will stop replying to me even when the issue has not been fixed. THis company is unprofessional and seems very scammy as they have my items and have not issued a payment at all. Order #*******

  Business Response

  Date: 12/13/2022

  Thank you for reaching out to us regarding your order. 

  We are very sorry to hear of the issues you have faced regarding your order, and that payment has not been received for the items you sent us. 

  I have checked, and can confirm that all items have been accepted at a reduced price. Unfortunately, on the occasion items fail the quality assessment and have to have the price reduced, it can take slightly longer for an order to be completed.

  I can see that all offers have been marked as accepted, therefore payment is being processed today. 

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

  Customer Answer

  Date: 12/13/2022

  Complaint: 18560316

  
  

  I am rejecting this response because: it's been over a week and I've been told multiple times that the payment would process and never did. 

  
  

  I will reject this until I see the payment sent and in my account. Decluttr is highly unorganized and a scam.   

  
  

  Sincerely,

  
  

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

  
  

  
  

  
  

  Business Response

  Date: 12/13/2022

  We are truly sorry for the delays. 
  Unfortunately, the revised offer was not accepted until yesterday, and we are unable to process payment until this has been done.

  As the offer has now been responded to, we are processing payment to the details on your Decluttr account. 

  We are very sorry once again for the delays. 

• Initial Complaint

  Date:12/09/2022

  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 never get my order same with many complaints the klarna refused give my refund same with all evidences and emails I sent about I made the complaint about the order . Hi *************************,Thanks for reaching out to Klarna! My name is ***, and I'm a Resolution Specialist here. We appreciate your patience, and were happy to provide some information about your concern!We have reviewed your order SV9X85M7-1 with Decluttr. Due to the age of the invoice, this order can no longer be disputed through Klarna as there would be no viable, accurate information to be able to use. We recommend contacting Booking.com for any options they may have for you. At this time, your statement will be reactivated. Your remaining balance due is $222.29. Please log in to Klarna.com or the Klarna App for an overview of your outstanding statements and the current payment status. As always, we invite you to navigate your app or visit our FAQ, for your future questions or account needs! We appreciate you using Klarna and hope you have a great day! ************************************* Klarna Inc.886 *********************************************************************** Web: www.klarna.com/**/customer-service

  Business Response

  Date: 12/12/2022

  We are very sorry to hear of the issues you are facing with your order, and that Klarna cannot help you. 

  Please can you confirm your order number in full? This will be in the format RXXXXXXX

  We are unable to locate any orders using your email address, and so will need this to review this matter further. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18551369
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  Laurah (Decluttr)
  14 Nov 2022, 20:20 GMT
  Hello ***,
   
  Thank you for your email regarding order R822011299
  
  As per our terms and conditions, all missing or faulty items should be reported within 30 days of the estimated delivery date and unfortunately your request has been made outside of these delivery guidelines.
  
  Also, due to the length of time that has passed, we do not have access to our records for this order any more.
  
  As such we are unable to help you on this occasion. We are sorry that we cannot help you further.
   
  Kind ****************************** Services

  Business Response

  Date: 12/16/2022

  We have had a look into this, and can confirm that we dispatched and sent the order as scheduled, and this is marked as delivered. 

  Please can you confirm why we have received no correspondence regarding this over the past 7 months? The order is from April, and items are typically received within 1 week, but we cannot see any record of correspondence indicating this was not received until now. 

  As such, we can confirm the parcel was delivered successfully. 

  Customer Answer

  Date: 12/19/2022

  i don't get the phone i will *** the company. i never received the phone.  I made many contacts and complaints
  Complaint: 18551369
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/08/2022

  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.

  On 11/6 a month ago ! I mailed with a *** prepaid label a iPhone 13 promax to sell to the company Decluttr *** lost my package with my phone in it Decluttr barely answers my emails to correct the situation! *** already approved the claim an accepted responsibility for the loss! But I still a month later have not got my money! *** claims because Decluttr is considered the shipper due to my prepaid label I used they are given my money and have to disperse it to me! For an item that they lost that I owned! Not them! I have all the tracking information and approved claim information Decluttr is not answering me ignoring me an not giving me my money! And although *** answers me they are absurd with them not being able to discuss anything about my phone with me on Decluttr who doesnt answer! I want my money and I want it now its been over a month. It is ridiculous just because *** has a business relationship.With Decluttr because of the prepaid label doesnt mean that they own what I mailed them! They lost it in transit it never reached Decluttr so *** should be paying me not Decluttr! I need my money asap!

  Business Response

  Date: 12/09/2022

  Thank you for reaching out to us regarding your order.

  We are very sorry that you have not received any payment for your order. 
  Having looked into this, we can see that the item has not arrived with us, and therefore we would need to form the basis of a courier claim, and investigate this with the courier. 

  As per our terms and conditions, in order to do this, we require a copy of the Paper receipt provided by the courier. Please can you provide an image of this? 

  We also need  confirmation of the serial number or IMEI of the device which has been sent to us. 

  Our claims team has confirmed that you have begun the process via **** however this is something which we must complete as we have all the correct information, therefore please can you provide us with the evidence which we require within the terms and conditions when placing an order with us? 

  We are truly sorry for any inconvenience, as soon as we have this we can proceed further with any investigation. 

   

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18544922
  
  I am rejecting this response because: this is what was emailed to me a month ago from this company! They already had my response in there 3 emails replies (because they ignored me) that they know I did not get a receipt on drop off to **** They scanned in my package and told me it was all set! And the serial and Ike ****** would have been on the original packaging that I mailed to them! No way for me to find that out! And I didnt already open a claim it has been approved! *** is waiting on you to pay me! They lost the package in their ******* facility I mailed it from ****** *************! You want any further information contact them! Because Im fully aware you never received it! 
  So after over a month I can be paid! 
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/12/2022

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

  Unfortunately, we do state within our terms and conditions that a Customer must posses and be able to provide upon request a valid and authentic collection receipt. Unfortunately, this is the paper receipt which *** provide when all parcels are sent. 

  We are unable to proceed any further with this matter without this receipt. 

  The IMEI of the device, or serial number would also be beneficial to this process, and can be retrieved by contacting the retailer the item was originally bought from. 
  
  The claim with *** had been opened prior to us receiving communication regarding this, and therefore our claims team have updated the details as the ones which were provided were incorrect. 

  Unfortunately, we must receive the information we request within the terms and conditions of sale in order to proceed with an investigation into this matter. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18544922
  
  I am rejecting this response because:This company is a disgrace they literally will not pay me for my cell phone. I am out a iPhone 13 promax. I mailed it to them with their *** prepaid label *** lost the package.Ups refuses to pay me because technically due to the fact that I used their prepaid label they are considered the shipper not me! They want a receipt from *** that the package was excepted. All *** did was Scan it in at a cvs *** drop off! they never gave me a receipt! So dont tell me they give everybody a receipt! They have all of the tracking information to prove it was lost and Im out a thousand dollar phone because of it!? No way! I will fight this daily until I receive my money I will take it to court if I have too! This company is not trustworthy. They barely communicated with me ignored my emails. I had to contact the Better Business Bureau to even get a response. They are condescending in their replies and its been over a month since I mailed it and theyre just now responding through the Better Business Bureau! The best part about it in one of the customer representatives responses from this company in my email screenshot I showed them! They told me in their one of three responses in a month!  prior to me contacting the Better Business Bureau that it was OK I didnt have a receipt and that they could still move forward with my claim! So I have that email saved they literally lied! They just dont want to give me my money! But I will continue to fight this daily with this crooked company and *** ! and post on every single website a review of my horrible experience I will continue to fight this they are a horrible company! I will do research before mailing any company my expensive electronics! I learned from this mistake! To Avoid the headache I been enduring over a month!
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18544922
  
  
  
  
  I am rejecting this response because:This company is a disgrace they literally will not pay me for my cell phone. I am out a iPhone 13 promax. I mailed it to them with their *** prepaid label *** lost the package.Ups refuses to pay me because technically due to the fact that I used their prepaid label they are considered the shipper not me! They want a receipt from *** that the package was excepted. All *** did was Scan it in at a cvs *** drop off! they never gave me a receipt! So dont tell me they give everybody a receipt! They have all of the tracking information to prove it was lost and Im out a thousand dollar phone because of it!? No way! I will fight this daily until I receive my money I will take it to court if I have too! This company is not trustworthy. They barely communicated with me ignored my emails. I had to contact the Better Business Bureau to even get a response. They are condescending in their replies and its been over a month since I mailed it and theyre just now responding through the Better Business Bureau! The best part about it in one of the customer representatives responses from this company in my email screenshot I showed them! They told me in their one of three responses in a month!  prior to me contacting the Better Business Bureau that it was OK I didnt have a receipt and that they could still move forward with my claim! So I have that email saved they literally lied! They just dont want to give me my money! But I will continue to fight this daily with this crooked company and *** ! and post on every single website a review of my horrible experience I will continue to fight this they are a horrible company! I will do research before mailing any company my expensive electronics! I learned from this mistake! To Avoid the headache I been enduring over a month!
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2022

  Thank you for your response. 

  Unfortunately, the parcel under this order has not arrived with us, and due to this, we would need to process a courier claim., after investigating this with our Claims Department. 
  
  We understand that you no longer have the proof of postage, and have stated that *** did not provide you with a paper slip for this. *** should provide a paper receipt for all customers, and we will be looking into this matter further, as this is something we require for all courier claims, and therefore is causing a number of issues for us. 
  
  However, in order to allow us to investigate this further, please would you be able to provide us with confirmation of the **** of the device, and proof of ownership or purchase? 
  
  This would help us process an investigation without the paper receipt, and the **** can be confirmed by the retailer the item is originally purchased from. 

  If you are able to provide this, I can escalate this matter further to be reviewed and investigated by our Claims department. 

   

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18544922
  
  I am rejecting this response because: exactly what are you investigating? You have proof of the *** tracking information that *** lost the package that I mailed to you! From ************* to ******* where you are located! *** drop off center inside a cvs scanned the package and never gave me a receipt! Maybe at an actual *** they give one but not at a drop off apparently so if *** is taking full responsibility for them loosing the package I dont see what you need anything for ? Other than the tracking information provided by them with your prepaid label on it! I mailed that phone in its original packaging I dont know the ime number its on the iPhone box that I shipped to you! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/08/2022

  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.

  After doing a bit of research on how to best trade-in/sell my old iPhone 11, I landed on decluttr.com. On Nov 6, I filled out the online form, received my estimated value of $228, and was sent the shipping label and instructions. I had just upgraded my phone, so I packaged the device within that box, placed it in a brown cardboard box, affixed the label, and dropped the device at a *** shipping point. The package sat at the shipping point for 2 days, but was ultimately delivered to the declutter warehouse destination on Nov 11, 2022. On Nov 28, after I contacted decluttr customer service to get a status update for my order; on Nov 30, they asked for additional information, which I promptly provided the same day. On Dec 2, I again contacted customer service for the status, and when I finally received a reply on Dec 6, it was to state that they received an empty box, no further information, documentation, or photographs provided. I replied on Dec 6 and 7 asking for additional information, photographs, documentation, inquiring whether the package was damaged and have received no additional information or response from decluttr. At this point, I'm out over $200 and I cannot even file a claim with ***, nor do I have any assurance from decluttr, either in proof of delivery or documentation, to understand at what point in the process this went astray. The complete lack of transparency in terms of documentation of receipt, package condition, and utter lack of communication is unacceptable. I understand they work with volumes of materials, but the delays on communication the status was not right. If I had not been tracking this order, would they have notified me that the device was not received. If the individual accepting the order picked up the box and it was empty, should they not have updated the order status or contacted me? Assist me with tracking it down via IMEI?I would not recommend this business to anyone.

  Business Response

  Date: 12/09/2022

  Thank you for reaching out to us regarding your order.

  We are very sorry to hear that you have not received sufficient updates on the status of your order. 

  We have had a look into this, and can see that we did unfortunately receive an empty box, with no device present, under order 1420537. 
  I can assure you we take issues such as this extremely seriously. 

  In situations such as these, we need to conduct an investigation into this matter with our ****************** However, in order for us to open a claim we require some further information from you. 

  Please can you provide a copy of the Paper proof of postage receipt provided by the courier when the item was sent? Please also confirm the **** of the device which was sent in to us. 

  Once we have received this information, we will be able to look into this further for you. 

  We are very sorry for any inconvenience caused thus far. 

  Customer Answer

  Date: 12/09/2022

  I appreciate the response from Decluttr, but am also disappointed that it took me filing with the BBB to hear back on this,  rather than any follow up regarding this issue with the customer service thread I had going directly with them, especially as I specifically asked about filing a claim etc.  

  At any rate, I've attached the confirmation email I received at the drop off, there was no paper receipt, and the **** is 353979102588157.  

  Business Response

  Date: 12/13/2022

  We are very sorry for the issues in receiving a response from our **************** Team. 

  Our team work hard to respond to all queries within around 48 working hours, and we are very sorry if they have failed to do this on this occasion. 

  I have forwarded the information provided over to our claims team, however as per our terms and conditions, we do require the Paper copy of the receipt from **** Are you able to provide this at all? 

   

  Customer Answer

  Date: 12/13/2022

  A paper receipt was not provided by the clerk, she noted that an email receipt would be sent, and in it was.  That is attached. 

  Business Response

  Date: 12/16/2022

  Thank you for providing this and confirming. 

  We do require the paper receipt in order to begin an investigation, however I have forwarded this over to our ****************** and requested they look into this further for you. 

  We should have an update for you shortly. 

• Initial Complaint

  Date:12/04/2022

  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.

  Agreed to sell two iPhone 7s to Decluttr with a specified price. The only difference between the phones, one has 32GB storage, where the other has 128GB storage.Both were sent in together as part of the same order.Decluttr received both phones, however they state that for the 128GB phone, they are paying the agreed price for the 32GB phone. And for the 32GB phone they claim it was misrepresented by me as a 128GB phone.They have been unable to see how they are mixed up. Their own accounting on their website shows the mix up. Yet they refused to correct it. Instead they offer to return the 32GB phone while keeping the 128GB phone and paying the reduced amount.Exceedingly difficult to reach anyone at this company.

  Business Response

  Date: 12/06/2022

  Thank you for reaching out to us regarding your order. We are terribly sorry to hear of the poor service received regarding the devices you have sent to us. 

  Having looked into this, we can see that the devices have been mixed up, and we have paid the 32GB price for the larger capacity device. As a result, I will process the missing payment to ensure you receive the $34.00 quoted for this item, and if you wish to sell the original 32GB to us via a different order, we will honour the original price of $26.10. 

  I am very sorry for the inconvenience and confusion, I will be highlighting this with management and providing feedback to our team. 

  Please let me know if you want to send the 32GB device back when you receive it. 

  Customer Answer

  Date: 12/09/2022

  I am fine with the proposed response, however I have seen no sign of payment for the 128GB device they have kept. 
  they have returned the 32GB device. I am fine sending that back in for the agreed to price. 

  Business Response

  Date: 12/16/2022

  We are very sorry that no payment has been received. 

  We issued this to the PayPal email address on the account. Please can you check this to confirm as we have had no indication that this failed. 

   

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18517021
  
  I am rejecting this response because:

  No payment has been received of any kind. PayPal shows no payment made.

  Additionally, Decluttr website says payment of $26 made which is incorrect amount. Here in this thread, Decluttr said they were going to pay the originally offered $31 but I see no sign of that at Decluttr. 

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

  Business Response

  Date: 12/22/2022

  We have issued payment for the device to the total of $34 which was the originally offered amount. Due to the processing error, this was sent in 2 payments. 1 payment of $26.10 and the other of $7.90. 

  We have checked, and cannot see that this has failed. However we have asked our ******************* to look into this for you. 

   

• Initial Complaint

  Date:12/04/2022

  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.

  For decluttr.com's Order#: ******* I sold my old IPhone to Decluttr.com on Oct 8, 2022. Several days later, they received my phone. But I have NOT received the payment since then. I opened multiple tickets with the company and I was told I was going to receive the payment soon. But the payment never arrives. Every time they asked for the bank information and I did, then nothing happened. Then I had to open a new ticket and the cycle goes on.The following is their typical response._____________________________________________________________ 19 Nov 2022, 13:32 GMT Hi **,Thanks for your email,Your payment has already been queued for reprocessing, your bank details will be sent to the account team and your payment will be processed within the next working day.Once the payment has been processed, it should clear into your account the next working day also.Thanks very much for your patience.Kind Regards ****** ******** Services ___________________________________________________Here is another one:____________________________________________________ Mpumelelo Ngcobo (Decluttr)4 Dec 2022, 10:31 GMT Hi **,Thank you for your email.Please update your banking details and then after doing so get back to us so that we can reprocess payment.We do apologize for the inconvenience.Kind regards,******* ******** Services _______________________________________________________

  Business Response

  Date: 12/06/2022

  We are terribly sorry that you have not received payment for your order as expected. 

  I can assure you we work hard to ensure all customers receive payment as quickly as possible, and I am truly sorry for the inconvenience caused due to this delay. 

  Having checked, I can see there are no bank details showing on your account. Please can you update these via your Decluttr account? Once this has been done, please let us know and our Accounts Team can issue the payment for you. 
  Unfortunately when there are no bank details showing, we cannot issue payment. 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18521329
  
  I am rejecting this response because: I have updated my bank information so many times. I attached a screenshot of my account showing my bank information. I really don't know why they claim they don't have it.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 12/06/2022

  We are extremely sorry for any inconvenience, we are still unable to see the details on our internal system. We believe there may be an IT issue and have requested our IT department review this to understand why we cannot see this.

  In the meantime, we would like to pay you as quickly as possible, therefore is there a PayPal email we can send the payment to instead?

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18521329
  
  I am rejecting this response because: Please use this paypal account: **********************.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18521329
  
  I am rejecting this response because:
  Date Sent: 12/6/2022 11:18:25 AM
   
  Complaint: 18521329
  
  I am rejecting this response because: Please use this paypal account: **********************.
  
  Sincerely,
  
  ***************
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/04/2022

  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.

  After sending in a package with some devices I was trying to sell, following all their instructions, with *** confirmation of delivery they are still claiming that they havent received my item. According to *** they received it on September 26 by a kelsi. Order number *******

  Business Response

  Date: 12/05/2022

  Thank you for contacting us regarding the issues you are facing. 

  We are very sorry to hear no update has been received on your order. 
  We have checked, and can confirm we have not received this, and so will need to investigate with our Claims Team. 
  In order for us to do this, please can you provide the proof of postage paper receipt provided when sent, as well as confirming the **** or serial number of the devices sent? 

  
  We can then review this for you. We are very sorry for any inconvenience, we do take these matters very seriously, and are working hard to rectify this as quickly as possible for you. 

  Customer Answer

  Date: 12/06/2022

  I have attached the proof of delivery provided by *** and the serial number for the watch was ************ I believe, I have no clue on the phone thou 

  Business Response

  Date: 12/09/2022

  Thank you for confirming the serial number of the watch. 

  Unfortunately, we require a copy of the Paper proof of postage provided by the courier when the item is sent. Please can you forward us an image of this? 

   

  Customer Answer

  Date: 12/09/2022

  Unfortunately they said they can't provide it to me since the shipping was supplied by you, they said that the proof of delivery should be more than adequate for the purpose of seeing it was delivered. 

  Business Response

  Date: 12/12/2022

  We are sincerely sorry for any inconvenience caused, however we do require the information which we advise customers to retain within our terms and conditions. The postage receipt contains information which cannot be seen using the online tracking, and is essential to begin an investigation. 
  If you are unable to provide this, unfortunately we do not have sufficient evidence the item(s) were sent and therefore cannot review this with our claims department. 

  Customer Answer

  Date: 12/12/2022

  Does this info provided by *** help at all?

  Business Response

  Date: 12/16/2022

  Thank you for your response. 

  Unfortunately, this does not cover the requirement for a postal receipt. However, we have escalated this for further review with our ****************** who will contact the courier and review this further.