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:03/23/2024

  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.

  Payment Dispute - Lack of Response and Failure to Honor Agreement To Whom It May ********* am writing to file a complaint against www.decluttr.com regarding a payment dispute. Several months ago, I entered into an agreement with www.decluttr.com to sell them two electronic devices for a total value of just over $700. I shipped the items to them, and the postal service confirms that they received the package, as there is a signature on file.However, despite multiple attempts to resolve the issue, www.decluttr.com has failed to honor their agreement and pay me for the items. When I contacted them, they claimed that they had already made the payment, which is not true. I have thoroughly checked my records, and there is no record of any payment from them for this specific transaction.Additionally, I have noticed that www.decluttr.com has been responsive when it comes to other orders and payments, but for this particular transaction, they have been unresponsive. Their customer service is unreachable by phone, and they only respond to emails, which adds to the frustration and lack of resolution.I request that www.decluttr.com honors our agreement and pays me the agreed-upon amount for the devices. I also urge www.decluttr.com to improve their customer service and communication channels to prevent similar issues in the future.Thank you for your attention to this matter.

  Business Response

  Date: 03/26/2024

  Hello *****. 

  Thank you for your email and sorry you have felt the need to make a complaint. 

  This payment for order 1521498 was successfully processed on the 09/11/2023 in the amount of $704. 
  

  I have had a look at your order and can see that you did contact us in early December and we were asking for a copy of your bank statement for us to be able to investigate this payment.  As previously stated we cannot see any information indicating that this payment has bounced or failed. As such, in order to assist you we require a copy of your bank statement which needs to include the account number and sort code as well as payment amounts and payment dates form the start of November to the end of December.  You may redact any other personal information.
  

  Once I have this information I will be able to investigate further for you 

  Kind regards

  ***********;

  Customer complaints team 

   
  
   
  

  Business Response

  Date: 07/24/2024

  Hello *****. 
  Thank you for your email and sorry you feel that we have not responed back to you. 

  I did reply to your complaint raised  on April with the below

  This payment for order 1521498 was successfully processed on the 09/11/2023 in the amount of $704. 
  

  I have had a look at your order and can see that you did contact us in early December and we were asking for a copy of your bank statement for us to be able to investigate this payment.  As previously stated we cannot see any information indicating that this payment has bounced or failed. As such, in order to assist you we require a copy of your bank statement which needs to include the account number and sort code as well as payment amounts and payment dates form the start of November to the end of December.  You may redact any other personal information.
  
  Once I have this information I will be able to investigate further for you but with out this information then we are unable to look in this for you.
  Kind regards
  ***********;
  Customer complaints team 

  Customer Answer

  Date: 07/25/2024

  Complaint: 21476375
  
  I am writing to express my dissatisfaction with your response to my issue regarding non-payment for multiple Surface tablets. Despite providing a copy of my bank statement as requested, I feel compelled to reject your reasoning as it does not address the core issue effectively. Your insistence on requesting my personal bank account statement to verify receipt of devices is both inefficient and unprofessional. In my professional experience, such actions would not align with customer service standards.

  
  The order in question was never marked as paid or received in your system, despite clear evidence of delivery. I have provided documentation, including proof of delivery and employee acknowledgment, which should suffice to resolve this matter. Your repeated requests for additional bank statements, followed by closure of my support ticket, suggest a lack of willingness to investigate and resolve the issue properly.

  
  I urge you to reconsider your approach and promptly resolve this matter by acknowledging receipt of the devices and processing the overdue payment accordingly. Please provide a comprehensive explanation as to how my bank statement is relevant to the failure to acknowledge receipt and process payment for the devices in question.
  

  Business Response

  Date: 07/26/2024

  Hi *****, 

  I regret to learn about your dissatisfaction with our responses.
  
  We have confirmed the receipt of the two items in question for order *******, totalling $704.00.
  
  As mentioned in my previous correspondences, we have made the payment of $704.00 to the bank details on record. Since there has been no indication of a payment reversal from your bank, we kindly request evidence that the payment has not been received. This is why we have requested a copy of your bank statement for the specified dates.
  
  Despite our repeated requests since December of last year, we have yet to receive the requested bank statement. It is essential for us, as a business, to adhere to the necessary procedures. Without the provision of the statement, we are unable to proceed with any further investigations. Regrettably, we will be unable to continue correspondence if the statement is not provided.

  
  Kind regards

  ******

  Customer Complaints 

   

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent several boxes of DVDs to this business with a promise of being paid $ ****** for all of them. My order number with Decluttr is *******. I received an email from them on 3-14-2024 stating everything was received. Today upon inquiry as to where my payment is, Im told its being held up because items are missing. This seems to be a COMMON ploy by the business to either stall or avoid paying the agreed upon amount. Further, *** been asked to prove that the items were shipped when in fact THEY told me everything was received. Upon insisting to be paid the agreed upon amount of $ ****** theyve now gone silent with no further responses. I literally killed myself sorting, packing and shipping these DVDs using THEIR shipping labels and *** tracking system. Theyve confirmed everything was received - nothing is missing and now I would like to receive my fair payment as agreed to.

  Business Response

  Date: 03/22/2024

  Hello *****,
  
  Thank you for reaching out to us.
  
  We are sincerely sorry for the frustration this situation has caused.
  
  We truly appreciate the time and effort you took to prepare and pack your order as we understand how challenging this can be with most orders, let alone for an order with more than 300 items. When parcels arrive at our warehouse they are scanned and an email is generated to confirm that the parcels have arrived. I'm sorry for any confusion caused by this, however, this email does not reflect that the items themselves have arrived to our warehouse, but only the parcels. 
  
  While processing your order, our Warehouse team wasn't able to locate 7 DVDs. Following your advice that all items were sent, I have contacted this team to ensure that they re-attempt to locate these items and to process the order as promptly as possible. As such, please expect this to be completed within the next 2 business days.
  
  Once again, our sincerest apologies for the inconvenience caused.
  
  We appreciate having you as our customer and the great care you take in preparing and sending your orders to us. Thank you for your patience and have the rest of a lovely week.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21465728
  
  I am rejecting this response because:

  I have sent ALL listed DVDs as originally scanned, none should be missing. However, if DeCluttr INSISTS that these few DVDs are missing, I am not going to go back & forth about it. As it is Im being offered a PALTRY sum for literally THOUSANDS of dollars worth of DVDs - many new and factory sealed. I sorted, packed & shipped these DVDs with great care using DeCluttr provided shipping labels and tracking numbers. *** indicates all items were received. I am asking DeCluttr to expedite payment of the agreed upon $ ******. If they want to say DVDs are missing, fine, take more money away and send me what Im due. Its ridiculous at this point honestly. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2024

  Hi *****,
  
  Thank you for your reply.
  
  We are sorry for how this matter has escalated. 
  
  However, when items cannot be located we must confirm whether or not if these were sent. I appreciate that you have already provided us with this information and as advised in my previous message, I have contacted our Warehouse team to advise that all items were sent. As such, please expect your order to be completed and the payment released within the next 2 business days.
  
  Once again, we are sincerely sorry for the inconvenience and frustration this has caused.
  
  Thank you for your time and patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 03/27/2024

   
  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 although they did nitpick about supposed missing DVDs and reduced my paltry payment accordingly,  despite the value if the DVDs being in the thousands of dollars. ****** learned not to utilize this service in the future.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/13/2024

  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.

  This seller (Decluttr) buys used CDs. I sold CDs to them and subsequently, they sent me pre-paid *** shipping labels in which to send them my CDs (I was to be paid $47.09 payment for my selling order #*******). I sent all (3) boxes via *** (tracking #s are below) AND confirmed all (3) boxes were received by the seller on 2/5/2024. I have been waiting for their payment to my PayPal account it has not yet happened. The seller has been unresponsive to my inquiries. The tracking numbers are as follows.1z867e8w9091531076 1z867e8w9097613940 1z867e8w9098461924 I was initially contacted by ******* from the seller's customer service ***** and confirmed to him via *** tracking that Decluttr DID receive my (3) boxes. Since that initial communication, I have not heard back from any of my follow on inquiries. When I check the sellers online system, the status of my account indicates: "WE HAVE RECEIVED YOUR ITEMS!" and the order status is listed as "processing".In response, I also posted negative reviews on the sellers web site and they posted a reply saying I WOULD receive "payment within 24 hours". That did not happen. The seller's reply also indicated they had sent me a private email in response - which also did not happen. I am looking for payment for the shipment of the CDs they purchased and received from me. Prior to this, I had (9) other selling orders with this seller and I was paid prompty. I have made repeated efforts to resolve this directly with the seller but my inquiries have gone unanswered. Also, the link on the BBB website to the sellers "Online Chat" system is no longer valid and their phone number is a constant busy signal.

  Business Response

  Date: 03/14/2024

  Hi *******,
  
  Thank you for reaching out to us.
  
  First and foremost, we are sincerely sorry for any inconvenience or disappointment caused by your order with us.
  
  We appreciate the care you took in sending your parcels to us and for confirming the tracking information we requested. When the parcels arrived to us, some items weren't located, as such, we required this information to ensure that we had received all sent packages.
  
  Following your clarification, we have been able to locate your items and have completed your order. The $46.69 payment is due to be issued today and should arrive to your PayPal account within the next 1 day.
  
  Regarding the same-day payment promise, please note that we do offer this. However, if there are any delays or issues with processing, as it was the case with your order, I'm afraid we cannot guarantee this.
  
  Thank you for raising this matter with us, we appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr
  

  Customer Answer

  Date: 03/16/2024

   
  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.   They have paid me what they owed me.  Thank you so much, I never got a response before your involvement. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  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 canceled my order for selling a ********** s controller. However, I have already shipped it to you via *** (1z867e8w9094146568). Moreover, I was informed by ***** on 03/07/2024 that my controller would be shipped back to me via *** within 48 hours, and that I would get a tracking number. However, I have yet to receive my controller back or a tracking number from any shipper. In addition, I have sent declutter numerous additional emails for updates, but have received no responses. Thus, I would like my Xbox controller back.

  Business Response

  Date: 03/14/2024

  Hi ****,
  
  Thank you for reaching out to us.
  
  First and foremost, please accept our sincerest apologies that your controller hasn't yet been returned to you.
  
  Please feel reassured that this matter has been escalated. As soon as we have an update, we will advise you via email.
  
  Once again, we are sincerely sorry for any inconvenience or worry caused.
  
  Thank you for raising this matter with us, we aim to provide you with a resolution as soon as possible.
  
  Best Regards,
  ****
  Decluttr
  

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21426322
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  I would like a definitive date as to when I should receive my controller back. And while I will acknowledge that normally I would be more understanding. The fact that it's been almost 2 weeks since I should have had the controllership back to me is a little ridiculous. Therefore I would like to know precisely when the controller will be shipped back to me and when I should expect it returned.

  Business Response

  Date: 03/14/2024

  Hi *****,
  
  Thank you for your prompt reply.
  
  I understand the reason for you to reject our response. 
  
  Unfortunately, at this moment, I won't be able to provide your a definite date for when this will be returned to you as our Warehouse team is currently working on locating the controller to return this to you.
  
  As soon as we have received confirmation that this has been dispatched, we will email you to provide you with the tracking number.
  
  We sincerely appreciate your time and patience.
  
  Kind **************************** Services

  Customer Answer

  Date: 03/14/2024

   
  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,
  
  *******************

  hello, am Willing to accept this response under the condition that I have a response Regarding the return of my Xbox ******************* from you within the next 7 calendar days from todays date (03/14/21). Therefore, if I do not receive a confirmation email with a tracking number confirming that my controller is being returned to me by 03/21/24 I will escalate the matter further.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21426322
  
  I am rejecting this response because: That is ridiculous, not only did it take them over a week to get back to me regarding returning my controller to me. But now they are telling me they lost it. moreover, they only giving me $23. The cost to replace it would be $60, which is then they compensated for Negligently Losing my property. Thus, I believe that since your negligence caused this, you should pay me for the cost of replacing the controller. which would be $60, or in otherwards $37 more then they originally compensated me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/30/2024

  Hi ****,

  Thank you for your reply.

  We are sincerely sorry that we were unable to return the controller to you. Please feel reassured that this matter is being internally investigated and appropriate action is being taken.

  Regarding the payment amount, as per our terms and conditions when you placed the order with us you entered a contract where you accepted a $23 payment for the controller. As such, this is the amount we are liable to pay and have issued on 03/19/2024.

  Our sincerest apologies for any inconvenience or disappointment caused.

  Thank you for your time and patience.

  Best Regards,
  ****

  Decluttr

  Customer Answer

  Date: 04/30/2024

   
  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:02/28/2024

  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.

  Shipped 2 iPhone 14s to business with prepaid labels to business. They deposited money due for purchasing the phones but I never received payment. They will not advise where this money was deposited. Certainly not to any of my accounts. And are refusing to send phones back. Have all email streams to coo-berate.

  Business Response

  Date: 02/29/2024

  Hi *****,
  
  Thank you for reaching out to us.
  
  We are so sorry for the inconvenience this situation has caused you.
  
  Looking into your account, we can confirm that the payments for both orders ******* and ******* were made to your PayPal account. Please refer below for more information:
  

  Order *******:
  Payment Amount: $17.30
  Date: 02/14/24
  Method: PayPal
  Email Address in PayPal account: *************************
  

  Order *******
  Payment Amount: $147.05
  Date: 02/20/24
  Method: PayPal 
  Email Address in PayPal account: *************************
  
  Following your contact, this matter was also escalated to our Accounts team who have confirmed that the payments were successfully processed. For us to investigate the matter with PayPal, could you kindly provide us a screenshot of your PayPal statements displaying the email address in your PayPal account and transactions in a date range starting on the 02/14/24?
  
  As the orders have been completed and the payments have been issued, we are won't be able to return your iPhones.
  
  We appreciate your time and patience.
  
  Best Regards,
  ****
  Decluttr

• Initial Complaint

  Date:02/03/2024

  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.

  This is regarding Order #R763301780 for CD box set The Star Wars Trilogy purchased on 1/30, the item arrived on 2/3 but it is missing the book that accompanies it, an essential part of the purchase, it only contained the 4 CDs.

  Business Response

  Date: 03/11/2024

  Hello ******,
  
  Thank you for reaching out to us.
  
  I confirm that your refund of $11.65 was made 02/12/24. If you have paid by PayPal the refund can take up to 24 hours to clear into your account and for card payments, refunds can take up to 3-5 business days to clear.

  If you haven't received your refund or require further assistance, please let us know by replying to our most recent email.
  
  Thank you for your patience.
  
  Best Regards,
  ****
  Decluttr

  Customer Answer

  Date: 03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  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.

  Declutter is an absolute scam and the company should be shut down immediately.I received a quote from this company indicating I would receive $418 for: 2 iphones; an iwatch; earbuds; and video games. Based on the quote, a Paypal deposit of $418 would appear in my account 3 days after receipt. I sent my items 1/26/2024 in a Target package and securely taped box, via *** with the prepacked label. 1/27/20244, I received confirmation that my package arrived in ********, **. 1/29, I received a text from an employee indicating they would not accept my earbuds. A few hours later, the same representative contacted me to advise my iphones and watch were missing from the package; yet, this person did not mention this when they initially contacted me. I stated I have the receipt for the shipment and the representative advised she needed the serial numbers of the phones and watch. I do not have these numbers because I sent the boxes in my shipment along with the quotes this company provided me stating the amount of money I would receive once the items were scanned into the ********, ** location. Now, the person refuses to speak with me; the initial person who signed for my package Saturday disappeared from the tracking information; they refuse to provide pictures of an open box indicating some of my items were stolen; and they refuse to budge on sending me my money. Insurance was provided on the box and the person also refuses to acknowledge this. I want all of my merchandise returned or I want the money I was promised.

  Business Response

  Date: 01/30/2024

  Hello 

  I am sorry you felt the need to complaint about your experience with us. 

  I have had a look at your order and can see that this is still under investigation with our claims team. Once they have completed the investigation then they will be in touch with the account holder. 

  Kind regards

  Decluttr 

   

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21215759
  
  I am rejecting this response because: the attachment above highlights you or a representative of your company signed for the delivery. The person who accepted delivery did not indicate the box was opened and/or items were missing. You also emailed me about inoperable headphones and NEVER mentioned the most expensive items were missing. I asked you several time to contact ****** as this is the person who signed, to determine what happened and you refused. I also requested several times that you send me pictures of broken tape and/or damaged box and you also never did this. Yesterday, you mentioned you opened a case with *** re: tracking-this does not seem necessary as someone at your organization signed and accepted the delivery. You also NEVER responded when asked several times what about the insurance on the package. The insurance amount exceeds the amount you promised; hence, I am having a very difficult time understanding the bottleneck in your payout process. After reviewing several websites, this exists as a pattern with your company: refusal to pay for received merchandise. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/02/2024

  Hello,

  As the account is in a different name our team has been in touch with the account holder, I know this is frustrating but I am sure you understand that we need to follow data protection. 

  I can see that one of the team has been in touch with the account holder about their items, if they would like to talk in more details they can reply to that message and we will be able to support. 

  Kind regards 

  Deluttr 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21215759
  
  I am rejecting this response because: my husband is the account holder and he has not receive sufficient explanations re: my watch and the dvds. Thus, the complaint remains open. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/06/2024

  Hi **************,

  Thank you for your reply.

  Due to data protection regulations, we are unable to discuss this order with you as it is under your husband's account. This measure is in place to ensure his data is protected.

  Please rest assured that we will contact the account holder so that we can assist with providing a resolution as promptly as possible.

  Thank you for your time and patience.

  Best Regards,
  ****

  Decluttr

  Customer Answer

  Date: 02/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $400 smart phone in November from DeCluttr and received tracking for the shipment. I work from home and was waiting for the shipment as it was marked as on the way for delivery by **** I did not receive my package but was marked as delivered by *** with the proof of delivery stating they "Met Customer". Nothing else to indicate who they met or where they delivered. I opened a claim against DeCluttr and they refuse to reimburse my claim. *** claim is pending until DeCluttr talks to **** Decluttr refuses to be on a 3-way call with *** and will not provide a number where customers can call. Decluttr is not cooperating in the investigation and relies solely on the shipment status. Claim and any form of communication is frustratingly handled through DeCluttr email only. As an online consumer, if my package is lost or stolen, I expect some form of support from both the shipper and the carrier. The shipper, Decluttr has refused any form of resolution to my claim. They stated that they "tried" to trace the smart phone but was unable to. How is this my fault as a customer? Ordering online has to have some form of insurance and companies should be able to provide traceability. Washing their hands and pointing to the carrier is a cop out business model! I WILL NEVER BUY FROM DECLUTTR AGAIN. They have no accountability. They should change their name to just CLUTTER as that is what they provide.

  Business Response

  Date: 01/29/2024

  Hello ******,

  I am sorry to hear that you have not received your order. 

  I will be investigating your complaint. Once I have completed my investigation I will be in touch 

  Kind regards

  Decluttr 

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a refurbished Applewatch on Oct 24, 2023 (order R846689261), paying a total of $188.90, which included taxes and expedited shipping. I didn't receive the watch and after several rounds of inquiries, on Oct 31, 2023, I was told that Decluttr could not fulfill the order and was going to cancel it and issue a refund. I was refunded $173.99. I contacted Decluttr customer service once again to complain -- if they failed to fulfill the order, they needed to issue a full refund, including payment for taxes and expedited shipment. I was told they would issue a second refund to make up the difference.On Jan 3, **** I contacted customer service once again. THIS TIME I was told they would not refund the difference "...because it is not the actual product fee". That;s insane, Decluttr cancelled the order and needs to issue a refund for every ***** I paid!

  Business Response

  Date: 01/23/2024

  Hello 

  Thank you for contacting us, I have reviewed the order and refund processed and now escalated for the remaining value to be issued. 

  Please allow 5-7 days for the funds to be received. 

  I hope this resolves the issue. 

  Kind regards

  Decluttr 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21112741
  
  Fine to have the refund, but there is nothing in Decluttr's response to suggest that they will do anything differently the next time a customer's order gets canceled.  Their customer service person "***" stated "we don't refund tax."  Decluttr doesn't refund tax (or expedited shipping fees) when Decluttr cancels a customer's order and the customer has received nothing?  Seems like either a policy review or customer service personnel retraining is way overdue.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/25/2024

  Hello 

  Thank you for getting back to us, I am sorry that you received the incorrect information from one of our agents. With regards to our policy if we cancel an order due to an technical error we will refund in full.  I hope that this will put your mind at easy and reassure you that we do take these seriously and the agent will go through full training around this process. 

  Kind regards

  Decluttr 

   

   

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/05/2024

  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 purchased an iPad on 4/29 2022 ************ ****** I returned it with permission And never got refunded

  Business Response

  Date: 01/08/2024

  Hello 

  Thank you for contact us regarding an order in 2022. 

  Due to the length of time that has passed, you are not outside of any terms and conditions regarding missing returns as such we are unable to help you on this occasion. 
  
  Regards

  Decluttr