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:10/24/2022

  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.

  On 19 September 2022 I entered into an agreement with Decluttr that in exchange of me shipping them my 2021 iPad Pro, **** Wi-Fi, 128GB in good condition, they would upon receipt and inspection provide payment to my personal checking account in the amount of $620.On 29 September, Decluttr confirmed receipt of the agreed upon item and claimed to begin processing and make payment within 3 business days.On 8 October, after no payment I sent a communication via their customer service portal expressing concern about a lack of payment. I received no response until ******************************************** their system prevented payment from being made and was instructed to update my account information. On 17 October, Decluttr CSR and ******** chat feature said that payment should hit my account within 3 business days. On 24 October, I communicated Decluttr that payment had not been processed and wanted a status in which CSR requested copies of my personal checking information to investigate. This is a request no other company has ever requested and I am not willing to provide such personal information to a third party. I have made multiple good faith attempts to resolve this issue and I am requesting BBB to help facilitate final payment of $620.

  Business Response

  Date: 10/25/2022

  We are very sorry to hear that you have not received payment for your order. 

  Having checked, I can see we did issue this, and it bounced back to us due to the incorrect details.

  As the details were amended, we reissued this again on 16th October, and should have been received within 3-5 business days.

  Unfortunately, having checked it does not appear that it is showing as failed on our system, and therefore we have nothing to suggest that you have not received this. 
  Due to this, we do require a copy of your statement, including the Account Number and Routing Number, to show that this has not been received. 
  I am very sorry that you are unhappy providing this for us, however our customer service team should have assured you that you can redact other personal details and information. 

  Without this, we are unable to review this matter further as we have nothing on our system to suggest the payment has failed. 

  
  We are very sorry for any inconvenience caused. 

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my Apple Watch to Decluttr as they offered the highest amount from what I was able to find online. I chose direct deposit as my payment method and shipped it out the next day. The support page on their website claims that most orders are processed the next day after recieving the device, and one day after they received my package, I was told to remove the device from my iCloud before they could process the order. So they did receive my device, they did unbox it, and they did begin to process the order the next day, just as described on their support page. I removed the iCloud account from the watch remotely and let them know the device was no longer linked to my iCloud account. Almost 2 weeks later and I have not received an update. They were able to reach out about the iCloud lock the day after receiving my watch but 2 weeks later and I still can't get an update on when my money will be sent. Upon searching for some way to contact customer service, their ******* accounts seem to be dead. @Decluttr is no longer up and @DecluttrCS has been inactive since 2019. The most recent reviews of Decluttr on ******* are all negative with customers reporting that they either never received a payment or were paid significantly less than what was initially agreed upon.

  Business Response

  Date: 10/24/2022

  I am very sorry that no update on your order has been provided.

  I can see that this item is pending retest and unfortunately there has been some delays surrounding this due to a high volume of orders.

  As such, I have escalated this with our ***************** Team, who will locate and retest the item shortly. 
  Please accept our apologies for the delay. 

   

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold an iPhone 11 Pro (order number *******) to Decluttr. I mistakenly forgot to remove the device from my iCloud account before sending it in and Decluttr and when they received it they notified me as such on October 4. The instructions were to remove the device from the iCloud account and notify them so they could inspect the device again. I removed the device from my iCloud account and marked it ready to inspect again on October 5 but the device has not been inspected and I have not received my payment. I have entered a support ticket with no response and attempted to use the live chat but it is just a chat bot and does not give me any way to fix the situation. I would like to get the device inspected and my payment sent to me as soon as possible.

  Business Response

  Date: 10/24/2022

  I am very sorry you have yet to receive an update on your order.

  Having checked, I can see the item was retested, and the order was completed and paid for on Friday. 

  Please let us know if no payment has been received within 5 business days. 

  Customer Answer

  Date: 10/24/2022

   
  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:10/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This website trades in old electronics for cash. Usually I've had good luck with them, but I recently sent in an iPad. And when they received it they told me it was a completely different item. They told me it was an iPhone and it did I know it work. The item I sent to them was an iPad and somehow they got it mixed up with another item sent to them. The item numbers don't even match. I tried to resolve this with their support over email and their responses are terrible. No one there has tried to help me. Now I am out over $300 for the iPad I sent in. There is no phone number I can call and none of their customer service people know what's going on. I've been trying to us for weeks to have someone call me.

  Business Response

  Date: 10/24/2022

  I am terribly sorry to hear of the issues faced with your order. 

  Having looked, I can see when the item arrived with us we found it to be a different device. The package had no signs of tampering or modification and therefore we have reason to believe the item we have paid for is the item which was sent. 

  Please provide an image of the proof of postage receipt, so we can review this further. This will be the paper copy. 
  
  Unfortunately we have processed payment already as we received no response to our offer, however if you can provide paper proof of postage, and the serial number of the iPad sent, we can review this further. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18252661
  
  I am rejecting this response because: I have been asking for someone to call me. This is extremely annoying to have to deal with it over email. Can someone from the company please call me. 
  
  Sincerely,
  
  ****** Eagle

  Business Response

  Date: 10/24/2022

  Unfortunately, we are a primarily digital contact centre, meaning we do not make phone calls to customers. 

  As such, please provide the information requested, so we can review this and look into this further. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18252661
  
  I am rejecting this response because:

  This is ridiculous. You must have a way to call someone. This is the serial number of the iPad. ************
  
  Sincerely,
  
  ****** Eagle

  Business Response

  Date: 10/25/2022

  We are very sorry that you are unhappy with the service provided. 

  We have not received the iPad with this serial number, and we require a copy of the valid proof of postage receipt to review this further. 

  The package arrived containing an iPhone, and was not tampered with, or damaged in any way, indicating the item we have processed was the item which was sent. 
  Please provide an image of the proof of postage receipt so we can review this further for you.

   

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18252661
  
  I am rejecting this response because:
  

  Please note that the item number as well as the shipping number do not line up with the iPhone you said I traded in. I am extremely tired of dealing with this over email as nothing is getting done there has to be some way for you to contact me over the phone.

  
  Sincerely,
  
  ****** Eagle

  Business Response

  Date: 11/02/2022

  We are terribly sorry for any frustration regarding this. 
  Unfortunately, we require a valid proof of postage certificate in order to investigate this further. 
  We have received an iPhone under your order, and this was received in packaging with no signs of tampering, or damage. This indicates to us that the device was the one which was sent initially and packaged up. 
  As such, we have reason to believe the item we have told you we have received was the item which was sent. We are unfortunately unable to review this any further without a valid proof of postage certificate, and therefore we cannot continue to review this case as you are unable to provide us with the information we have requested.

  We have copies on our internal records to prove we have never received the iPad you claim to have sent, and therefore we have further reason to believe the iPhone we have processed and paid for was the item sent. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18252661
  
  I am rejecting this response because:
  I will be taking this further. Thank you. 
  
  
  ****** Eagle

• Initial Complaint

  Date:10/18/2022

  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 received an offer from Decluttr to purchase my iPhone 13 Pro at an agreed upon price. Upon sending in my iPhone, they claim that my phone is coming back as "bad ESN" or "ESN fail" when they look it up on a "website" they utilize. I called both the carrier ****** and the manufacturer (Apple) multiple times and both companies said there was no issue with my phone, no "red flags" associated with the device in question and there's nothing that would preclude a future owner of the device from activating the phone and using it. I even had **** unlock the device for me to try and clear up any potential issues on Decluttr's side but according to them there was still an "issue" with the phone. They weren't able to show me any proof of said "ESN fail" and like I said both the carrier and manufacturer see zero issues with the device. I believe ********************** is utilizing this as an excuse to get out their agreed upon deal with me as there is nothing actually wrong with my device and not only is it in the condition described, it's actually better than originally described since it's now unlocked and no longer tied to a single carrier, inflating the resale value.

  Business Response

  Date: 10/19/2022

  I am very sorry to hear that we have rejected your item due to Bad ***. 

  Having looked into this, I can see that we initially tested the item when it arrived, and it came back as reading with Bad ***. This means that it either has outstanding bills due, or is under  a contract with a network provider, such as AT&T. We are unable to accept items unless they have been fully paid off. 

  Unfortunately, our team retested this as requested and it came back again as having Bad ***.

  As this has been tested more than once and the results remained the same, we cannot offer any payment for this item. 
  Due to this, we will be returning the item to you. 

  I have requested a copy of the report showing the *** of the device, however we are not always able to provide copies of these. Unfortunately we are unable to accept items with Bad ***. 

    

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18241176
  
  I am rejecting this response because:
  
  They offer no proof of a bad ESN report. 
  

  Both AT&T and Apple say there is no issue with the phone and no red flags, unpaid bills, report of a stolen phone or anything else related to this particular device. The device isnt even tied to a carrier anymore as AT&T has confirmed twice that the phone is unlocked and free to be activated with any carrier. They even told me that they could activate the device on the spot if I wanted them to, proving that this bad ESN claim by Decluttr is phony. 
  Sincerely,
  
  *************************

  Business Response

  Date: 10/20/2022

  I am very sorry that you believe that the device does not have bad ***. 
  
  I have attached a copy of our report which was carried out. On the second page, it shows that the device failed the *** check and came back as Bad ***.

  I am very sorry for the delay in providing this for you, however this is the findings of our team using the tests and checks we rely on. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18241176
  
  I am rejecting this response because:

  That report doesn't detail why the phone comes up as a "Bad ESN".  The phone was paid for in full at the time of purchase, is unlocked, has never been reported as stolen and the only carrier ever associated with it says there are no red flags or anything negative tied to the account that would preclude a buyer from activating the phone with their company.

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

• Initial Complaint

  Date:10/17/2022

  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 2 different Apple Watches 2 days apart. The items were received by their warehouse which I saw via *** tracking. One of my items was paid but the other hasnt even been acknowledged as received. *** sent several emails and have gotten no response. I feel like they stole my item. You cannot call them and the live chat has automated responses that just direct you to email them and they say it could take 5 business days maybe more to respond. So basically you mail them your stuff and hope they dont cheat you because you cannot even call. On top of that when I log in and try to access my sold items, it never shows that I sold items. It acts like the page is loading and never displays. Please help

  Business Response

  Date: 10/19/2022

  I am terribly sorry to hear of the delays in the processing of one of your order.

  I have had a look into this matter, and can confirm that order 1399114 has not yet been paid for as the device arrived with us locked to the iCloud account. 

  As such, it is currently pending retest, and this should be completed shortly. Should the device be found to no longer be locked to the iCloud account, and in the correct condition, payment should be made shortly. 
  You will receive a further update via email from our technicians. 

   

  I am truly sorry for the inconvenience caused due to this. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18238153
  
  I am rejecting this response because:

  i Deleted that device from my cloud 2 days after you notified me that it was locked and you guys wont respond. Whats the timeline for my device?

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

  Business Response

  Date: 10/21/2022

  I am terribly sorry for the delay. I can see this has now been processed by our team. 

  I can see they have also revised the price incorrectly. 

  Due to the time passed, the value has dropped, but this is through no fault of your own. 

  At current, the device is worth $10.00 more as it is GPS + Cellular.

  Therefore, we can accept the revised offer, and honour the original price, plus $10.00. This would mean you would receive $146.70. Please let me know if you would like for me to do this and I will accept the $94.00 offer, and then issue the difference in price of $52.70 to make up for the price before the time had passed.

  I am very sorry for the confusion caused by this. 

  Customer Answer

  Date: 10/21/2022

   
  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. I agree to your terms and thanks for the proper compensation.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 10/26/2022

  Decluttr responded to my original complaint about order ******* that they would honor the original quote plus $10 because my item was the cellular device just so that they could close the original complaint and they have not followed through with what they said they would do. *** received no correspondence after I accepted the offer they made in the last better business bureau complaint. They did not fulfill what they said they would do. I really need help getting my money from these guys. They arent honoring the agreement they made and judging by a lot of the other quotes they are trying to lowball people. Please help with this situation.

  Business Response

  Date: 11/01/2022

  We are very sorry that no action was taken on this order. As the response was accepted, the BBB closed the complaint so we did not see your response, so we were unable to action this. This has now been accepted for $94.00 and the additional payment made as promised. 

• Initial Complaint

  Date:10/17/2022

  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 items to Decluttr to sell, including 2 kindle tablets with damaged screens, iPod, iPhone 6 Plus, and several books. They received the items on 9/3/2022. They are no claiming that they have not received my items. They refused to return my items back to me or pay me for them. I have sent multiple emails asking how to have my items returned. They will not give me an answer or return them. Just simply tell me that they do not have them.

  Business Response

  Date: 10/19/2022

  I am very sorry to hear of the issues faced regarding your order. 
  

  Having looked into order 1389591. I can see that there has been 3 issues regarding the items we have received.
  One of the items was marked as a Kindle Fire HDX 8.9 inch 16GB, however once it arrived with us, our technicians checked and found this was not the correct model. The item is not one we currently accept therefore we cannot pay for this. We can return it to you or recycle it. 

  There was also an item marked as IPod Classic 7th Gen (80gb) however it arrived and was found to be a 5th Gen, which is unfortunately not an item we accept. We can again recycle or return this to you. 

  We also have no record to show the iPhone 6 has been received, please can you confirm if this has definitely been sent? 

  Once we receive clarification on these items, I can process your order. All other items have been accepted and will be paid for once these issues are resolved. 

   

  
  

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2nd, Decluttr made me an offer of $741 for my iPhone 13 Pro. When I received my new phone, I sent it in and Decluttr received it on September 28th. After that, they sent me an email saying that the "flip switch" was broken on my device and then they revised their offer to $189. I contacted them immediately to ask for a re-test since I know that my flip switch was not broken when I sent the phone in. Support finally responded to me on October 5th to say that there is no possible way there testers could have made a mistake and that my ************ are to decline the offer to get my phone back or accept their offer. I opted to decline the offer and get my phone back.I received my phone back, and the original protective covering is now missing. I powered on the phone and tested the "flip switch" and it is working perfectly. So their testers did in fact make a mistake and their support lied to me. Since it's so long after the release of the iPhone 14 Pro, my offerings from other trade in websites are significantly lower. Decluttr all in has cost me hundreds of dollars and wasted my time throughout this process and insulted my integrity by claiming I sent them damaged goods.I expect Decluttr to send me a shipping label so I can send my phone back again, and they can immediately give me the promised $741 and I would also like an apology for wasting my time and insulting my integrity.

  Business Response

  Date: 10/19/2022

  I am terribly sorry to hear that we revised the price offered for your device due to a broken Flip Switch, however upon receiving the device back, you believe there to be no such fault present. 

  I can assure you that our technicians carry out a number of tests and meticulous checks on all items to ensure the price offered is an accurate representation of the quality and functionality of the item received. 

  I understand your disappointment regarding this matter, and can assure you that we would be more than happy to review this item further, and can provide a prepaid label should you wish to send it back in to be re-assessed by us.

  If the item is found to be in Good working condition, we would be happy to honour the original price quoted for the device. 

  Please let me know if you would like to send this back in for reassessment, and I can arrange a label for you. 

  Customer Answer

  Date: 10/19/2022

  Yes please send me another shipping label and I'll get my phone sent out right away.

  Business Response

  Date: 10/27/2022

  We are currently awaiting on the label, and will provide this once available.

  If you would prefer, please place a new order, and I can assure you that once reassessed, the item would be honoured for the original price of $741.00 despite the time frame which has passed. 
  Please let me know if you do this so I can ensure the order is paid for correctly. 

  Customer Answer

  Date: 10/28/2022

  Hello,

  I created a new order for you. Order number is 1416934.

  Please note I am traveling at the moment so I may not be able to ship out the device until the 7th. If I can get someone to ship it out sooner, I will.

  Will you update the offer amount on that order before I send it?

  Thanks,

  -*******

  Business Response

  Date: 11/01/2022

  Hello *******, 

  Thank you for confirming the new order number. Please do not worry if you are unable to send the item until the 7th. Once the item arrives, we will process the new price, and issue a separate payment for the additional amount. Please let us know once this has been sent and I can assure you I will check back to ensure it is processed for the full original price as promised. 

  Customer Answer

  Date: 11/07/2022

  Hey - Package has been dropped off as of this morning. I've attached receipt of drop off.

  Business Response

  Date: 11/11/2022

  Thank you for confirming the item had been dropped off. We have checked and can see that the item has arrived and been paid in full. The total paid is $637.00 so we are issuing the remaining $104.00 separately today. This should be received shortly. 

  Customer Answer

  Date: 11/11/2022

   
  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:10/16/2022

  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 is by far the worst company ever. I sold a pristine iphone 12 pro *** valued at 646$ i shipped it out and *** says it got to them in two days and the company did not email me telling me they received it so i chatted on there site and they said we received it and you should get a email in a day or so. no one ever did so i chatted them again in and they said "we don't know why you haven't received a email but we can escalate it and that takes 5 days" so now 9 days has passed and still in the dark on what's going on and for some reason now when i log in and check status i just get a loading sign and i cant even see the status of my order on there site anymore. so i try the chat again and no one is available to chat so i try a email didn't hear anything back for a week, so now ********************************* the dark. so now on the 19th day i get a email saying there wasn't anything in the box. are you serious? then they ask do i want it investigated i respond to the email yes took another week for them to email me saying ok we need IMEI and proof of drop off i give them the tracking and IMEI number and now they want the receipt of drop off and from a month ago and wont take the tracking number as proof. this company has taken my device and is taking forever with response there is no number to call and it looks suspicious that they took my device locked my account and now saying they never received it and has dragged this thing out and making me jump through all these impossible hoops to get my money for my device and im reading on review sites that they have done this to so many other people my next move would be a lawsuit, robbery and theft charges

  Business Response

  Date: 10/19/2022

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

  Having looked into this, I can see order 1396866 has not arrived with us, and therefore has not been paid or completed.

  No box or packages have arrived as part of this order, and therefore we will need to investigate this with our claims department.

  As per our terms and conditions, we require a full image of a valid copy of the proof of postage receipt. This is the paper receipt provided when the parcel is dropped off or collected by the courier.
  We specify this requirements within the agreement you make when placing an order with us, and this is the documentation we require to form the basis of a claim with the courier.
  
  As such, we do not accept any tracking numbers or screenshots of online tracking as this is not relevant proof of postage to form a courier claim. 

  We are terribly sorry for any inconvenience, however this is required in order for us to look into this further. We clearly state this within our terms and conditions, which you must agree to before placing an order with us, and therefore this should be retained until we confirm completion of the order. 

  Customer Answer

  Date: 10/26/2022

  i have ONCE AGAIN gone through the motions and got the required documents needed and im still waiting on a response a week later so let me know what else you need in order to get this done

  Business Response

  Date: 11/07/2022

  We are very sorry for the delay in response. 

  I can assure you that our claims department are reviewing the documentation provided, and conducting a formal investigation into this matter. 
  

  As soon as they provide us with a further update we will be in touch to let you know. We are working to resolve this as quickly as possible for you. 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18230950
  
  I am rejecting this response because:

  The issue still has not been resolved and i have had to reach out to *** now to start an investigation which is something Decluttr should have done and now *** is asking for pictures of the box which if i was told by Decluttr earlier they got it and it wasnt in there we could have gotten *** the pictures, but they told me they didnt receive it and we went back and forth and now Decluttr saying they did get it and nothing was in the box to much time has passed and maybe now they no longer have the box and *** may reject the claim. i am just very tired of this process and i want it to be done i feel like the claims **** needs to do more instead of me having to do all the reaching out. so just let me know any other documentation is needed so this can be over
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/09/2022

  Hello *******, 
  
  I am very sorry for the delay in providing a response regarding this matter, and for the delay in coming to a resolution or outcome regarding this matter. 
  
  I can confirm that our ***************** have now provided a final response. 
  As we have communication lines open on our **************** Chat, and via ********************, we will be copying this response to both. 
  
  Having reviewed your order, we can see that the parcel was scanned into our warehouse on 19th September, and should have been processed within 2 days of this. Unfortunately, there was no update provided on our internal system, and therefore our **************** Team escalated this for you. 
  When a response was provided, the parcel was found stuck within our processing system. As such, our technicians then opened the packaging, after assessing it for any damage or tampering, and the parcel was found to be empty. 
  
  As a result of this, our team immediately began to follow our Claims Process. In instances such as this, we have the ability to open a claim with the courier if the parcel is suspected as stolen, however due to lack of tampering on the parcel, we had to get the Postage receipt, as well as IMEI in order to form the basis of the claim. 
  
  When the receipt was provided, the weight was clearly seen as 0lbs. However, I understand there was some confusion due to this, and the small text stating "MW" next to the weight shows that *** do not weigh this parcel. 
  Our team were not aware of this, and I am sincerely sorry for any delays caused by this. 
  Since being informed of this, we have been conducting a review with the courier into this, and will be taking the necessary steps to ensure this is removed from our labels, and all parcels must be weighed in the future.
  
  As *** have confirmed that this does stand for Meter Waivered, and no weight was required, we can confirm that we have taken all factors into account and full payment for this order has been scheduled.
  As such, the order should be paid within 2-3 days, however if you can please confirm the Account Number and Routing number, we can manually issue this for you to speed the process up. 
  
  I am sincerely sorry for the delay it has taken for us to provide this update, and can assure you that I am working to rectify this as quickly as possible for you. 
  
  Payment is due to be issued and received shortly. 

• Initial Complaint

  Date:10/15/2022

  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.

  My payment of $27.43 for order ******* by direct deposit was never received by my bank. I have reached out to the company through e-mail three times and I cannot get the problem resolved. The company does not allow direct phone communication. One cannot call their customer service department because they will only allow communication through e-mail. I do not know if Decluttr is even looking into my complaint since it is not possible to call customer service. I only received one communication, on 10/13/2022, after the second e-mail was sent that "The order has been received and completed. The payment was made on (29-09-2022). Depending on your bank, please allow up to 5 working days for the funds to appear in your account." I have not received my payment.

  Business Response

  Date: 10/19/2022

  I am very sorry to hear payment for your order has still not been received.

  Having looked into your order, I can see that this has been paid on 5th October. On the same day, this payment bounced back as failed due to incorrect details.

  As such, our customer service team have emailed you and requested you update your details. 
  Please inform them once this has been done, and we can reprocess payment for your order.

  I am very sorry for the delay in receiving this. 

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18229175
  
  I am rejecting this response because: I checked my bank account and the payment has still not been received. The company sent me an e-mail asking me to check, update and verify my bank information, which I have done on their web site through my account. This issue has not been resolved.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/24/2022

  I am very sorry no payment has been received as yet. Our customer service team have reissued payment this morning, and it should be received within 3-5 business days. 

  Customer Answer

  Date: 10/29/2022

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