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:12/03/2022

  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 3 devices in to Decluttr, two iPhones and an Apple Watch. They acknowledged receipt and said I would be paid out. I was never paid. Now when I go to their website it is showing as down and not available. When I email them I get an undeliverable response.It appears Ive been scammed by them.

  Business Response

  Date: 12/05/2022

  Thank you for contacting your order. 

  We are sincerely sorry to hear of the issues you are facing. We can assure you we are a highly reputable company, and that our Website is not down. We are very sorry for any technical issues you are facing, and we would advise trying to clear your cookies & cache and trying again. 
  
  Our **************** team do not have a telephone line, and are accessible via email or live chat on our website. 

  We can see your order has arrived, but has not yet been paid as the Watch is locked to an iCloud account and is pending retest currently. I have requested this be done as quickly as possible, and you should receive an update shortly. 

• Initial Complaint

  Date:12/02/2022

  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.

  I placed an order to sell to of my devices to Decluttr. The devices are a ******* Galaxy Fold 4 512GB and an iPhone 13 ************** I dropped off the package with the prepaid label at **** The package did not make it to Decluttr so I started a claim with Decluttr reaching out through support.Decluttr support said it would only take a few days to get my money as they insure packages and guarantee. I submitted the drop off receipt from *** along with my receipt for each device. Over 15 days have gone bye without an update aside from We apologize for the delay. I am reaching out now because I feel like they are bailing on their guarantee.*** tracking: 1Z867E8W9096982544 The uploaded documents are:-Picture of *** drop off receipt -Purchase receipts for iPhone and ******* -Decluttr welcome pack showing the *** label I attached to the box and the contents.Thank you for your help and time.

  Business Response

  Date: 12/05/2022

  Thank you for contacting us regarding your order.

  We are extremely sorry to hear payment for your devices has not been received. 

  
  Having looked into this, we can see payment was authorised today, and should be received within 3-5 business days. 

  Please accept our apologies for the delays, and any inconvenience caused due to this. 

  Customer Answer

  Date: 12/05/2022

   
  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:12/01/2022

  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.

  The website quoted me one price for a phone and after receiving the phone they quoted me a different price, saying the phone was received in a different condition. I said the phone was an iPhone 12 Pro in good condition with other and the provider and they are saying I sent them a phone with a different provider then specified I never said a provider I only said other because my provider was not listed. After dealing with the website/company, they seem like a scam. The custom support was not helpful at all either.

  Business Response

  Date: 12/01/2022

  We are very sorry for the trouble you have experienced with your order. 
  
  We can confirm that we list a number of service providers on our website and we expect customers to list any other known provider under the 'other' option. Unfortunately, the provider linked to your device is unknown so we could not accept this under the 'other' option. We are terribly sorry that this was not made clear. 

  As you have declined the offer, the device will be returned to you free of charge. Your *** tracking reference is 1Z867E8W0396008831. 

  Again, we are very sorry this has not worked out on this occasion. 

• Initial Complaint

  Date:11/29/2022

  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 submitted a ****** Pixel 5 mobile phone to Decluttr as a trade-in. Decluttr indicated a value of $217 for a phone in "good" condition that met the following criteria: "Turns on and off with all buttons working, fully functional with fully working operating system, working touch screen without chips or cracks, no damage to rear glass or camera lens, only light wear and tear - no cracks, chips or water damage." I placed order ******* on 09/30/2022. The phone was delivered to Decluttr 10/20/22. Decluttr informed on 10/21/22 the phone did not meet requirements including the screen was lifted and the battery life did not met their requirements with a revised offer of $21.70 (exactly 10% of the original commitment). I was surprised to find this given that there was no indication of damage to the screen before or after sending to them and the battery supported 16+ hours of use throughout the day right before sending to Decluttr. They offer free returns based on the"Tech Price Promise" and I chose to have it returned based on the $21.70 offer on 10/21/22. Upon receiving the phone, I noticed the phone was significantly lighter and placing it on a food scale verified that it had been altered. The phone only weighed 99 grams versus a listed spec of 155 grams. Since the phone did not power on or respond when plugging into a charger, it appeared the battery was removed. I contacted Decluttr on Nov 21st requesting information on if the wrong phone was returned or if it was altered and received a response Nov 25th that they removed the battery due to "had to remove the battery prior to returning due to the battery being faulty as this is classed as dangerous as per mailing laws." Ultimately, I have been scammed out of the committed value of $217 AND they altered the phone before returning it to me. The battery is not user accessible so I am stuck with a phone that is not able to traded-in to another service. Decluttr has not met their commitment including during follow-****

  Business Response

  Date: 12/01/2022

  We are terribly sorry to learn that your experience has not been positive. 

  After reviewing your order, I can see that your device was regraded due to a battery expansion; this resulted in the screen lifting from the body of the device. 

  As advised on our website, we cannot accept these items nor can we return these through the mail. 

  Please see further information on our *********** from our site: https://help.decluttr.com/hc/en-gb/articles/360010278279-Will-you-still-buy-my-device-if-it-has-a-damaged-battery-

  We are terribly sorry that this is not the outcome you had hoped for. 

  Customer Answer

  Date: 12/04/2022

   
  Complaint: 18478458
  
  I am rejecting this response primarily on the basis that the device was sent to Decluttr in a fully functional state that met their acceptance criteria and was returned in a non-functional state that now requires repair costs to restore. Decluttr did not notify me they were removing the battery before returning and I only discovered this when the phone would not turn on upon rejecting their revised offer and receiving the phone back in my possession. The fact they might modify my device without my consent is not in their terms and conditions and not otherwise communicated until after they negatively altered my device and shipped it back to me. Although they have an article available on their website that this is possible outcome, this detail is not otherwise part of their standard communication and not shared with me outside of communicating about this dispute through BBB.

  I additionally reject the claim that the battery was damaged thereby requiring removal. I was using the phone for 16+ hours a day without recharging up until a week before sending to Decluttr. There was no deformation to the screen or rear case prior to sending to Decluttr or any otherwise indication that the battery had become swollen. Additionally, I shipped the phone in the original factory packaging and this packaging shows no indication of damage during transit. I can say with confidence and honesty that the phone showed zero indication of battery swelling or any other damage and fully met the listed acceptance criteria when I shipped it to Decluttr.

  The necessary outcome is for Decluttr to either hold to their original commitment of the trade-in value given that the phone met all of their acceptance criteria or Decluttr returns the phone to the condition in which it arrived to them: fully functional with an operational battery. I will accept a resolution to ship the device back to ********************** for a functional battery to be reinstalled and returned it back to me in the same state it was received by them. 

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

  Business Response

  Date: 12/06/2022

  We are sincerely sorry if you were unaware of the damage to the battery. 

  Unfortunately, the front screen was lifting off the device, and the battery was expanded and therefore had to be removed. As per the link we sent, we are not able to send these batteries within the post, and it is illegal to do so. 

  We have fulfilled the process we outline on our website, and had to remove the expanded battery as it was not suitable for transit. 

  We are truly sorry that you were unaware of this, however unfortunately this damage could not have occurred in transit, and was directly in relation to the expanded battery. 

  The decision regarding this matter is final, and we are unable to review this as we have stuck to the process outlined within the link provided.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18478458
  
  I am rejecting Decluttr's repeated claims that the item was received in a different state than it was sent. I stand by my statement that the item was shipped fully functional without any indications of a battery swelling or any other indications of damage. Decluttr verified they altered the phone by removing the battery and did so without consenting or informing me prior to returning. I appears we will not reach a resolution so let the record show that I sent Decluttr a fully functional phone without any indications of damage or degraded functionality and Decluttr, after offering only 10% of the originally stated value, returned the phone without a battery installed and requires repair services to restore it to the condition in which it was received by Decluttr. 
  

  I believe dishonest practices are part of Decluttr's standard business operations. They offer a high initial value ($217) and, upon receiving the item offer for trade-in, fabricate a reason to offer a drastically lower price of 10% of the original stated value ($21.70) despite the item meeting all of their originally stated acceptance criteria. When asked for the item to be returned according to their "pricing guarantee," Declutter further diminishes the value of the item by altering it without any communication or approval with the owner of the item. My hope is that others discover Decluttr's dishonest practices via this review with the Better Business Bureau and not make the same mistake I did.

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

• Initial Complaint

  Date:11/29/2022

  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.

  Decluttr just replied to my email, that had attachments of both Amazon Pay PROOF OF *************** Order confirmation, stating "Unfortunately we do not have an order in our system for you. Criminal charges are already underway". This is theft and fraud. ***, the person that emailed the reply, completely ignored my PROOFS attachments, that I just sent again via direct image insert into the email, as well as the attachment's. They post the same auto-reply to every complaint on their ******** page, saying to send proof of order, like they did me. I have payment proof from Amazon Pay, as well as my bank account that Amazon withdrew from. I have the order confirmation. I do NOT have any other emails from Decluttr with my tracking/shipped info NOR have I received my Purchased Pixel Phone from Decluttr.

  Business Response

  Date: 12/01/2022

  After reviewing our systems, we can confirm that your order failed to download onto our system. 

  This seems to be a payment error between Decluttr and Amazon Pay so we have raised this for investigation. We will be in touch as soon as we have returned the funds to your account. 

  We can assure you that this is simply a system error and you will not lose out on the funds you have provided. 

  We understand the upset this has caused and we are terribly sorry. We aim to resolve this for you as quickly as we can.

• Initial Complaint

  Date:11/28/2022

  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 went online to find the best offer to sell my ******* Flip Phone 3. I received a offer from Declutter for $455. On Oct 27 I used a prepaid shipping label at a *** Store in ********** **. I put it in the original box and had it packed and shipped. It weighed 2lbs. It arrived at Declutter on Oct 31. I checked on the *** Tracking Website and saw that it was signed for by ******. It weighed 2lbs when I contacted ***. Decluttr claims that they usually pay the day after delivery. After a few days I checked the app. The app didn't work. The app didn't update the order or the *** tracking. I tried to contact the company. They don't have a customer service number and the chat was useless. The only way to contact them was by email. They said it was a 5 day response time. I received 2 identical emails from ***** and ****** claiming that the case will be turned over to the claims department. I was sent emails telling me that my phone was lost in "transit".Even though I sent them many screenshots of the *** site saying it was delivered. They wanted the serial, IMEI number twice and photos of the original *** Store receipt. They said that the case was turned over to the claims ***** They would contact in 48 hours. That never happened. They also claimed that they paid me for my phone. They never gave me the option or returning my phone. It was never lost during shipping. I went to ***** Fargo and got my bank records. I took photos of them and it proves without a doubt I was never paid. At this point I consider my phone stolen. It is a interstate crime. I checked the BBB and they have an A- rating. I did that before deciding to do business with Declutter. I also checked reviews. They had good ratings. After I saw a problem I checked again and found horrific reviews about this company. They are scammers. They pay for shipping, have people send their electronics to their company and don't pay them. They go ahead and sell their merchandise for a profit.

  Business Response

  Date: 12/01/2022

  We are very sorry for the difficulty you have experienced with our services. 

  After reviewing our systems, we can see that you have 2 open orders: 1416420 and 1416306. 

  Order 1416420 was received and paid in November but we have no trace of order 1416306. 

  We requested the **** and proof of postage for order 1416306, but we found the documents provided matched order 1416420. 

  If only one order has been sent, we can confirm this matter has been resolved. If two orders were sent, we must ask you to provide the relevant documents for order 1416306.

  Thank you for your co-operation during this time.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18473794
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/05/2022

  We are terribly sorry, however we cannot respond to your rejection, as you have not provided any further message. 

  As previously advised, we requested the **** and proof of postage for order 1416306, but we found the documents provided matched order 1416420. 

  
  If only one order has been sent, we can confirm this matter has been resolved. If two orders were sent, we must ask you to provide the relevant documents for order 1416306.

  Please provide the documentation requested, for the relevant order. 
  Without this, we cannot look into this any further. 

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18473794
  
  I am rejecting this response because: Once again I am trying to use the BBB response. I am sending this without screenshots hoping it will go through. I have taking screenshots of my responses that didn't go. Once again I did send your company numerous photos
  of my bank records from ***** Fargo showing I was not paid by your company. I also sent your company screenshots off of the Decluttr App showing only one transaction with your company. Not 2 like you claim. You are doing this to confuse the matter. I would have never sent or bought a product from your company when I wasn't paid for the first item. Your company has over one thousand complaints with the BBB according to the **** Scam Hotline. I reported my phone stolen to the *********************************. I have a open case and the number is ********. I also reported your company to the ******* ************************** and The *********************************. Next is the Federal government. 
  Sincerely,
  
  *********************

  Business Response

  Date: 12/12/2022

  We are very sorry for any confusion caused regarding this. 

  I can confirm that we have 2 orders under your name. One of them is under your email address ending .COM and the other ends ****, which appears to be a typo. As a result of this, you may not have received the emails, but we have received the device under the order made with the **** email address, which was order 1416420.

  The item was described to us as Galaxy Z Fold3 (256GB) ********* which was worth $455. However, it arrived and was actually Galaxy Z Flip3 (128GB) ********* This model is only worth $215.00 as it is not the model which was described to us.

  We offer customers 14 days to decline the offer provided, and we received no response during this time, therefore your item has been processed as accepted at the revised price.

  This is a process we outline within our terms and conditions, and is therefore the process which has been completed on this occasion. 

  We have reissued payment, as it appears to have failed, however we can assure you that we have followed the process we outline when placing an order with us. 
  Unfortunately we are not responsible for ensuring the email address provided is correct, and we have sent all communication to the email ending **** as provided. 

  If you use your email, ending in **** rather than .COM you will be able to access the account and see the order and payment information we have on record. 

  We are very sorry for any inconvenience however we cannot be responsible for the accuracy of any details provided by customers when placing orders with us. 

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18473794
  
  I am rejecting this response because:
  
  Sincerely,
  The phone arrived at your facility 6 weeks ago today on Oct 31. Your company claimed my phone was lost in transit. It was clearly signed for by ******. Once again I only placed ONE ORDER! You were responded back to me numerous time to ********************* I never type in my email. It is saved on my phone. It is impossible for me to put in ".con". You also claimed you paid me for my phone. I sent you my ***** ********** records multiple times. I tried 3 times to download them on this site. You never gave me the option to return my phone after taking back your $455 offer. I thought the phone was still lost. Your company never asked if it had the regular model or upgraded model. I sent you the serial # and the **** number 2 or 3 times. You should have been able to contact ******** and got info about my phone. I have seen that you have well over one thousand complaints with the BBB stealing phones and using bait and switch techniques. You also emailed me and told me to report my phone stolen. I have the screenshot. Also YOUR APP shows I have only one order. Please provide proof of a second order, a payment to my ***** Fargo account, my phone being lost and found and proof that I was asked about my phones memory so I could get a legitimate offer. I was never asked so it was bait and switch.
  *********************

  Business Response

  Date: 12/13/2022

  We are very sorry for any confusion however we can assure you that there are 2 orders under your name and address. One is under your email address ending in .COM, and the other ends in ****. 

  If you could please try to log in using the .con email address, you will be able to access the order. This will not show under your .COM account, as it has been placed using a different account, which appears to have an incorrect email address, as it ends ****. 

  We have checked, and the details provided link directly to the order under the **** email address. We have issued payment again yesterday, to the details which have been uploaded to this account, with the email address ending in ****. 
  
  Please log in using this email address, and you will have access to the order, and be able to see the details we have sent payment to. 

   

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18473794
  
  I am rejecting this response because: Once again I didn't place 2 orders. With over one thousand complaints to the BBB the mistake is on your end. I did everything 100% correct on my end and in good faith. I used your *** shipping label. I took it to a *** Store in Wellington on Oct 27 and it arrived at your facility on Oct 31 and was signed for by ******. EVERYTHING from then on has been a MISTAKE by your COMPANY. I did ABSOLUTELY NOTHING WRONG. The phone was not lost. I DID NOT PLACE 2 ORDERS. You have my correct email because we have been going back and forth for over 5 weeks. You claimed you paid me weeks ago and you sent me an email saying the phone was STOLEN last week and to call the police. I have the screenshot!!! So now you said you paid again on a second order that I have told you countless times I never placed and is not on your Decluttr App. If you wanted to PAY ME you would have paid me on my original order. The one that you requested the serial#, the ****** the one signed for by ****** and tracked by the *** Store. The one you sent a *** shipping label to. I still want to know what bank are you sending the ".con" payment to??? I never gave a direct deposit number to my ***** Fargo account to that email. I only gave it to the order I placed. Once again it would be IMPOSSIBLE to pay me because I never placed a SECOND ORDER and NEVER GAVE YOUR COMPANY THE BANKING INFO. You can claim you paid me but you are lying. You are a rip off company. That is why you have over a thousand complaints and imagine all the people who didn't know about the BBB or didn't bother to follow up after being scammed. You stole my phone and blamed me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/27/2022

  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.

  Decluttr claims it has paid $768.00 for order number ******* by direct deposit last week. I sent a pristine iPhone 14 pro max **** But I never received payment for the same. I have received variable responses from their automated emails via persons named ***** and ****** who keep telling me payment was made, ***** says it was made last week, ****** says it was made on 11/25/2022. This is the second time I sold an iPhone to Decluttr. The first time was a smooth and quick process many months ago. This time I dont even see a pending or under processing payment in my bank account. Nothing has been paid. All they say is they have done it. I re-shared my account details and routing numbers so they can confirm everything is in order. I ask them to call me but no success. What does a customer do but be stuck in a situation like this? Ultimately they took my phone, never paid for it, and are selling comparable models at 1000+$ on their website.

  Business Response

  Date: 11/28/2022

  We are very sorry to hear payment for your order has not been recieved. We can confirm that we sent the full payment of $768.00 to the account details on your Decluttr Account. We have looked into this, and have no record of this failing. Please check the account as we have no record to indicate that this has failed.

   

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18466593
  
  I am rejecting this response because my account shows no transaction. I am in communication with three different people from Decluttr on email now. I have shared my account details and I have shared all recent transactions in my account and have nothing come in from Decluttr in November. The payment has been made (as claimed by them) on 21 or 25 November, but no payment has been processed. You may check the details in your system and review the image. Pls dont break your clients trust, especially someone who had a smooth experience in the past. Transactions into my account have been made on Oct 11, Oct 26, and now on Nov 26 which is my salary processing. Nothing else has come, you may have a look. It also shows my account and routing numbers. 
  
  Sincerely,
  
  ********************* *****

  Business Response

  Date: 11/28/2022

  We are very sorry that you were unhappy with the response provided. Upon receipt of your response, I spoke with a member of our senior management within the Accounts Team. They reviewed this internally and confirmed the initial payment failed and bounced back due to incorrect bank details. 

  
  Please can you update your payment information via your Decluttr account, and let us know once this has been done? 

  We can then get this reissued for you. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18466593
  
  I am rejecting this response because:

  I accept your proposal but would like to wait for the re-issued payment to reach my account before accepting this response formally via BBB. 
  My account details were updated, and are correct and I confirm the same. 
  Please confirm once payment has been issued, I will check with my bank that it is under processing and then provide satisfactory review. 
  Thank you for looking into this yourself, it means a lot. However the other agents have not been able to understand the matter and I am glad I came across BBB to reach you. Ideally there should be a direct phone number for customer assistance. 
  
  Sincerely,
  
  ********************* *****

• Initial Complaint

  Date:11/25/2022

  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.

  On 10/19/22, I sent via *** a box of 23 C*/*V*s to DeCluttr. As per instructions in the Welcome pack, I boxed and brought to my closest *** drop point, ************, *****************************************. The package was received at DeCluttr on 10/25/22. I have a proof of delivery that DeCluttr recieived said box. My order # *******. After two weeks, I was still not renumerated, so I contacted DeCluttr, via email and received a **************** representative ******. ****** claimed 4 C*/*V* of the 23 were missing and opened a complaint #*******. I also made a few dozen attempts to call the number **************, but it appears the number is no longer in service, or always busy. In any event, ****** keeps requesting that I send a copy of my paper courier slip. I let ****** know we never got this slip. ************ also did not get back to me when inquiring from them if such a thing even exists. As mentioned, the box was scanned and sent. The total value of my box is according to $10.67. Nobody removed anything. I'm positive the four missing items were missed by the inventory checkers at the DeCluttr warehouse. The value the * put on these items is $2.39. I would like to be paid my full $10.67. Thank you for you help.

  Business Response

  Date: 11/28/2022

  We are terribly sorry for the inconvenience surrounding your order. 

  I have looked into this, and can confirm 4 items were missing when the order arrived. 

  However, I have now marked them as sent, meaning you will receive payment for them. 

  You will receive full payment for these items, and all accepted items from the order shortly. 

  We are very sorry for the delay. 

  Customer Answer

  Date: 11/28/2022

   
  Better Business Bureau:

  Looking forward to receiving payment. Still have not seen anything.

  Thank you for help. Would not make this up for slightly over $2.00.

  
  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:11/23/2022

  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.

  Order #******* I had my Apple watch was evaluated by the company decluttr for $186.30 there were no lock or anything wrong with the watch. the tracking showed your company received my item. I have been waiting patiently for payment but now over two months later I have yet to receive anything. I have called numerous times over the past two months but the lines are always busy. I am unsure of your business process-practice but I want my item return As soon as possible or I will begin to take other measure.

  Business Response

  Date: 11/24/2022

  We are very sorry to hear of the issues faced. 

  We have looked into this, and can see the item arrived with us Locked. 
  We send out emails asking customers to unlock the item, and if they cannot we can return the device or recycle it. 
  

  Having looked, we cannot locate any correspondence regarding this which you replied to. Please can you confirm the email you contacted us from in September? 

  As we received no response, the item underwent our ******************* process.

  I can assure you that if you can provide confirmation of where you contacted us I will look into this further. 

  Customer Answer

  Date: 11/24/2022

  The Apple Watch  when I mailed it to your business. I factory reset it and erased.

  The email used **************************** 

  I did the steps you sent in the email several times  to fix what your business said was wrong and I received no other correspondence that it didnt work so I assume it did since I was not contacted. I was not informed that the steps did not work the last email in 10/5/22 said the steps (which I did several times)  and I waited for your response. Please either send me my watch back or the value your business said it was worth.

  locked or not I would not want $200 worth of a watch recycled. Your best business practices should not be to keep a persons personal item during a transaction. 
  I 

  Business Response

  Date: 12/05/2022

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

  We have looked into this, and can see that the item arrived with us locked to an iCloud account. As a result of this, we requested you unlock this, and notify us once done. Unfortunately, having checked, we have no record of any communication to indicate the lock was removed. 

  Please provide us with any copies of this, if you sent us emails informing us the lock had been removed. 

  Unfortunately, as we did not receive any written confirmation of this, within the 4 day time frame we require, we have recycled the device as per our terms and conditions. 

  When a device is recycled, no payment is made, and we are unable to issue any money for the item. 

  Please provide us with any copy of correspondence showing you contacted us within this time frame. 

   

• Initial Complaint

  Date:11/23/2022

  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 Decluttr a tablet that had a crack but still worked. They offered $12 online but revised the offer to **** which is fine. The problem is that I wasn't given an option when it came down to accepting or declining the offer. I tried on several devices to view the offer to be able to accept or decline. I couldn't even see the amount I was being offered until I emailed a customer service representative. I then emailed them back to tell them I would like to decline the offer which I did before the 14-day grace ****** as stated by their terms and conditions. The offer was auto-approved anyways. They refuse to send back my tablet even though I declined before it was auto-accepted. I couldn't view the offer anyway more than likely due to their site error. . They did send me the **** to my account, but I much rather send the money back and get my item returned to me. I would not suggest anyone use their site .

  Business Response

  Date: 11/23/2022

  We are terribly sorry to hear that you wished to decline our offer, but it was auto-accepted.

  We have had a look into this, and we can see that we received no contact regarding this, until less than 24 hours before the offer auto-accepted. Unfortunately, our **************** Team take a minimum of 2 working days to respond, therefore it was impossible for us to see this, and as per our terms and conditions, we do not accept notification of declined offers in any format except the decline link provided in the revised offer email.

  If you were experiencing technical issues with this, our team have Live Chat each day, which could have been used to inform us within the time frame, however we would have not been able to get round to an email as you contacted us to close to the deadline. 
  Due to this, the accepted offer will stand and is final. 

  We are sincerely sorry for any inconvenience or disappointment. 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18455498
  
  I am rejecting this response because: Nonsense, I tried to use their chat bot on their website, but it did not give any insight on their problems on website. It also gives you no one to talk to. No phone number for customer service. Basically a message that they may take days to respond to. I declined the offer in the only way available due to their site error. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/24/2022

  We are truly sorry for any inconvenience. We have checked using your Account email address, and there is no record of any chatbot conversation under your account. 

  Our team would not have been able to respond to your query as you contacted us with less than 24 hours until the offer was due to be auto-accepted, and therefore our team would not have been able to respond in time. 

  As such, the offer will stand, as it was not responded to as per our terms and conditions. We are very sorry once again for any disappointment.