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:10/15/2022

  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.

  ORDER NUMBER: ******* ORDER VALUE: $545.20 Above order was created 9/27. Mind you, this was the second order I had to open because the first order (******* ) I created did not come with the proper shipping labels. Several inquires went ignored. Above order was shipped on 9/30.Decluttr acknowledged receiving my iPad, Apple Watch, and AppleTV on 10/05. Payment email was sent on 10/07. Same night they reported payment issues. Numerous emails sent and no response received. Send my money or return my productsz

  Business Response

  Date: 10/19/2022

  I am extremely sorry to hear that you have not received payment for your order which has been sent in to sell to us. 

  Having looked into this, I can see that the order was initially paid for on 7th October, and payment failed. This came back as due to a system error. We then reprocessed payment, and this failed yesterday, and came back as due to invalid bank details.

  As such, our customer service team have contacted you and requested you update the details on your account so we can reprocess payment. This has been sent to the email address on the order.

  Please respond to them accordingly and we can reprocess payment once we have confirmation of the details being updated.

   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18227562
  
  I am rejecting this response because:

  I am rejecting your response because youre making it sound like this is my fault. I have yet to receive my payment. My account information worked fine for ****** and **** just last week. Your representative even states that it's a system error. 
  
  Fine,Im okay with that. My concern is, after I received the first bounce, I complied and sent my mailing address to receive a physical check. I didnt receive any sort of response or acknowledgment, but I assumed my payment was coming via mail. Your customer service is atrocious. It took nearly two weeks for me to get any sort of response from you guys. ***** has been the only one helpful. But even that was shaky because she directed me to Magpie.

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

  Business Response

  Date: 10/19/2022

  I am terribly sorry for the inconvenience caused due to this, I can assure you we were not intending to come across that this was your fault. 
  Unfortunately the details bounced back as incorrect, therefore the payment failed.

  As such, we will need to reissue this. As you have provided an alternate payment method, this would need to be escalated appropriately, which has not been done by our customer service team. 

  Please can you confirm, are you updating your details via your Decluttr account, requesting payment via PayPal or requesting a Check. We can then action this and ensure payment is received. 

   

   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18227562
  
  I am rejecting this response because:
  
  Yes, I re-entered the banking account information in my Decluttr account, under profiles. This is the third time. I just verified again and it matches the info I I out.

  But I do not want to prolong this. I also dont see where I can update preferred payment method in the order page, since the order is already established. Please just send the payment to my PayPal: ****************** or mail a check as your bounced payment email states. By the way, Ive already requested and provided this information for the third time now. 
  

  Mailing Address:

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

  8080 ******************

  ****************, ** 80924

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

  Business Response

  Date: 10/24/2022

  I am very sorry for the repeated error with the payment failing. I can assure you we will be processing this over to the PayPal provided shortly. 

  Please allow 1-2 days for this to be received. 

  We are truly sorry for the delays regarding this. 

  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.
  

  I have officially received payment. Thank you. I apologize that it had to come to this, but your responses were lacking or at times non-existent. Appreciate the payment in the end. If you look at my history, Ive done a lot of business with you. Never had issues, until this incident. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/14/2022

  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.

  This company advertises that it's quick and easy to sell your old electronics to them - that they process your orders quickly when they arrive and are also quick to pay. Sounds great! Though, this has been far from my experience, and I'm not sure what I need to do to get a response from this company?My two MacBooks and an Apple Watch arrived at their facility days ago according to the *** tracking, and I've received no updates on the Decluttr website or from the Decluttr team in general. It seems they've made it extremely difficult to contact them for any sort of support issues: no phone number listed anywhere, their live chat is completely automated and is totally useless, and if you email them, they warn that it'll take up to 5 business days to receive a response. I'm sorry, but that's unacceptable. I've sent these guys some very expensive electronics, at the bare minimum, I would expect prompt confirmation that they arrived safe and sound. Where is my stuff? Has it been received?I need an update on where my items are! And, if it's true they've been received and I'm not being scammed, I need to request an update on payment.Seller beware: none of this company's advertised claims have been true so far. Feeling like I've been totally scammed at this point!

  Business Response

  Date: 10/19/2022

  I am terribly sorry to hear that you have not received an update on the status of your order, and have felt the need to make a complaint about decluttr. 

  Having looked into your order, I can see that the items arrived with us late in the day on 11th October, meaning they were not processed until 12th October. 

  Unfortunately, the outlined time frames on our website are subject to vary in busy times, and on this occasion we processed the items on the 2nd day after receiving them, due to delays within our warehouse. 

  I can see this has now been processed and paid in full. I am very sorry for the delays regarding this. 

• Initial Complaint

  Date:10/13/2022

  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.

  I purchased a refurbished, unlocked ****** Pixel 5 from the website. When I tried to activate the phone on my providers network I was informed that the phone is still locked on ******** mobile. I contacted ******** they said it was a problem I would have to contact the third party seller (Decluttr) about. The ******** service rep said there was a possibility the phone was stolen.I have called the company over 40 times in the past two weeks. Their number is always some variation of busy (busy signal, 1 ring then busy signal or one long busy signal that eventually hangs up). I have tried to contact them via email with no response. I have tried using their chat feature but it is automated by a bot that says my email is not on file (it is because I have received email notifications when my item had shipped). I actually got through to a person yesterday but after being on hold for over ******************************************************** and was put back into the queue. I have had zero help with this problem, I am now past the two week return window.My order number is R124734351 and I made the purchase on 09/26/2022 I may be able to get the phone's IMEI but I would need to charge it and turn it back on.Thanks for your help on the matter.

  Business Response

  Date: 10/14/2022

  I am terribly sorry to hear that you have ordered an unlocked device, and received an item which is locked to a mobile carrier. 

  I can assure you we work hard to ensure all items which are provided are correct for each order, and we conduct meticulous checks and tests before dispatch. I am truly sorry we have let you down on this occasion.

   

  I have forwarded our returns label over to you, and can assure you the item is eligible to be accepted back for repair, replacement or refund. Please just let us know which you would prefer.

  Customer Answer

  Date: 10/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you for your timely response.  I wish I could have gotten an answer as quickly without having to turn to the BBB, but ultimately I am happy to get a resolution to this matter.  I was given the option of repair, replace or refund.  I think at this point in time I would like to return the item and have it refunded.  I have received and printed out the return packing slip and will be sending the phone back within the next couple of business days. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the order form on the decluttr website to order a cell phone and one year's insurance policy and never received the phone. The company is not responding to my email messages. Ideally it would be great to get the phone but if that's going to take forever a refund would be way better.

  Business Response

  Date: 10/19/2022

  I am very sorry to hear you have ordered an item from us and have not received this. 

  Having looked into your order, I can see order number R946320183 was placed on 12th October, and was dispatched shortly after this. 

  This has been sent to you via *** and with the tracking  number 1Z867E8W0393822279. This was marked as delivery successfully on 14th October. 

  This was delivered to the address provided on the order. I am very sorry you were unhappy with the time taken to receive this, however we do advise allowing around 5 business days for items to arrive. 

  Customer Answer

  Date: 10/19/2022

  HI BBB,

  I stupidly didn't see until after ordering from Decluttr that the company had a very low approval rating and was said to be a scam. I assumed when i got no confirmation email for my order and no responses to my email inquiries that I wouldn't receive the item. However, i *did* receive an iphone BUT it was 1. not the model I ordered 2. locked to the cloud (so NOT USABLE without the password, which of course I don't have) 3. falling apart (the screen was coming off of the body). I sent the phone back Monday (since it is attached to the cloud, so there's no way for me to use) and still want a refund! Should I file a new complaint???

   

  Best,

  *****

  p.s. I'm so sorry to waste your time and complicate things.

  Business Response

  Date: 10/19/2022

  We are extremely sorry to hear that the device was received in a poorer condition than expected. Please can you confirm if you have returned this for a refund, repair or replacement? We can then ensure this is processed as quickly as possible once the return arrives with us. 

   

  Customer Answer

  Date: 10/21/2022

  Dear BBB,

  Attached please find delivery info for the returned phone which arrived Wednesday October 19th at 3:29 pm and was signed for by ******************. It was not (as indicated by the last decluttr message) in bad condition--it was unusable. I do not want to close this ticket until my refund has been issued because it's clear that will not happen otherwise (below* is the text from the last message sent by this shamelessly dishonest company). 

  Best,

  *****

   

  *

  Hello,

  Thank you for getting in touch with Decluttr.
  Unfortunately, we've experienced a technical issue which has caused old order confirmation emails to be sent to customers who placed orders with us a few months back. This has led to huge demand on our customer service team. 
  If your inquiry was related to this problem, please rest assured that you have not been charged again and you will not receive another order. It was purely just the email triggering again. We appreciate this caused a lot of concern and confusion, for which we apologize. 
  To enable us to continue to help our customers, we have automatically solved this ticket.
  If your inquiry was about anything else, please get back in touch with us straight away by replying to this email and one of the team will be with you as soon as possible.
  Once again, please accept our apologies for this inconvenience.
  The Decluttr Team

  Business Response

  Date: 10/25/2022

  We are very sorry to hear of the issues faced. 
  Having checked this, I can see that we have received the device back, and it is not the device we sent out to you. The device we have received is an iPhone 8 Rose ***** We sent out an iPhone SE 2020, and have received back a device which is not a device we have ever owned or sold. 

  As such, we cannot process your refund. 
  Please can you provide the proof of postage receipt for the device we sold to you? 

  The device we have received back has the **** ***************, and as per the attached image, is not a device we have ever owned. As such, we cannot process the return as we have not received the device back which we sent out to you. 

  Please return the device to us with the **** '356467100594226 and we can then issue your refund. 
  We are very sorry for any inconvenience. 

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a watch to them a month ago. ******* order #i have requested no less than 7 times a response and have not received anything either way.watch is unlocked and paid off.

  Business Response

  Date: 10/19/2022

  I am very sorry to hear that you have not received an update on the status of your order, and that you have felt the need to make a complaint about Decluttr. 

  Having checked on your order, I can see it arrived with us on 20th September. The item was IOS locked when it arrived with us, and therefore we requested this be removed and it was then retested.

  I can see the item has now been accepted and processed correctly. 

   I can see the price was also reduced due to the time which has passed, however it arrived with us within the required time frame, therefore we will be honouring the original price of $145.70 and issuing a payment to make up the difference in price paid. 

  I am very sorry for any inconvenience caused. 

• Initial Complaint

  Date:10/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my iPhone 12 Pro to Decluttr and it was delivered on 9/22. It wasn't until a week later when I reached out to check on when I would receive my payment that I was told the package had been tampered with, and the device was not there upon arrival. I was told that it was fully insured, and after a three day investigation, I would still get my full payment of $527 via PayPal. It has been nearly 10 business days since I was told that and Decluttr has stopped responding to my requests for an update.

  Business Response

  Date: 10/14/2022

  I am very sorry to hear of the issues faced with your order. I can confirm that having reviewed this, we received a box which was empty, with no signs that it was tampered with or damaged. 

  As such, we have reason to believe it was empty when sent. Our claims team would like to dispute this with the courier, however require a copy of the Proof of Postage receipt, in Full. The receipt image provided cuts off where part of the important information we need it. The customer has advised our Claims team they no longer have the receipt, however we state this is required within our terms and conditions. 

  No claim or further review will be made without an image of the Full Proof of Postage receipt. 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18203485
  
  I am rejecting this response because:

  I have attached a couple screenshots from the original chat where I was told "The box was open when it arrived and the phone was missing." It is pretty shameful that Decluttr is attempting to change their story in order to not submit a claim. I have made every attempt to provide Decluttr with the information they have requested, including calling AT&T several times to finally find the **** of my old iPhone 12 Pro.

  I have submitted my own claim with *** as it seems Decluttr wishes to no longer be cooperative, but please let me know if you wish to make the way this has gone so far right.

   

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

  Business Response

  Date: 10/19/2022

  I am very sorry for any confusion. The box was opened and was received empty. As previously advised, we clearly outline within our terms and conditions we require a full valid copy of the receipt in order to be able to process a courier claim. 
  We cannot issue any payment until we receive this. 
  This is a requirement for all orders, and contains information we need to open a claim with the courier. 
  You have previously provided an incomplete image of the proof of postage receipt, therefore please provide an image showing all information on this, and we can then process a claim and investigate this matter further. 

   

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18203485
  
  I am rejecting this response because:

  Hello,

  After submitting the claim myself, I am just getting off the phone with *** and they have told me that the claim has been approved (they completed the investigation and concluded that they, ***, is at fault for the lost contents) for reimbursement as of the October 17th. You should have received communications for them to fill out the value of the package contents (my old phone), after you respond with that they said the reimbursement will be processed immediately. I also explicitly asked if, at this point, the full image of a receipt would be needed for any reason and the *** representative assured me that for this case, where they are admitting full responsibility for loss, and can see the package traveling through there system at multiple locations, there is no need for the receipt of drop-off. Given all of this, please send the PayPal payment of $527 (for quick reference order number: ******* and PayPal email: *************************).

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

  Customer Answer

  Date: 10/27/2022

  
  A quick recap of what has happened so far:
  I sent my iPhone 12 Pro to Decluttr and the box arrived on 9/22. After about a week of them signing for the package, I hadn't heard anything so I contacted their chat support and was told that the box had arrived open and the contents were missing. After a bit of back and forth with Decluttr via email, they stopped responding to me since I no longer had an image of the full drop-off receipt (I had thrown it away after they signed for the package).
  
  That's when I opened the BBB complaint, and after a bit of back and forth they refused to submit a claim without the image of the full drop-off receipt. That's when I contacted *** myself, and they were able to process a claim without that info (as they have info of the drop-off and the package traveling through their system). I called *** yesterday and they informed me that as of the 10/17, the claim was approved (they assumed full responsibility for the package being tampered with), and they were ready to reimburse Decluttr for the value of the iPhone after Decluttr provided that information to them. *** told me that they reached out to Decluttr for this information. I provided this update in my last BBB complaint message before it was mistakenly closed.
  
  All this being said, I still have not received the PayPal payment of $527 for Decluttr order #*******. My PayPal email is ************************* (but I believe I can be found by this email, **************)
  
  I'm also attaching the claim form that *** sent over where Decluttr just needs to fill in the value of the phone.
  
  Thank you for all your help!

  Business Response

  Date: 11/01/2022

  We are very sorry that *** have misinformed you regarding this claim. We have not, and will not be submitting a claim with the courier without the proof of postage receipt. This is documentation we explicitly state is required within our terms and conditions. As requested, we need an image showing all information, as the provided image was cropped and hiding essential information.

   

  Prior to placing an order all customers must agree to our terms and conditions, and this quotes as follows: 

  To make a claim for a lost order (subject to the Company accepting and confirming that it has not received your parcel), the Customer must posses and be able to provide upon request a valid and authentic collection receipt. Should the Customer NOT be able to provide a valid Collection Receipt for the ***** that they wish to claim for, the Customer may not be able to make a claim.

  As such, our stance regarding this matter remains, as the order is not fully covered for the value quoted until we receive a copy of the full postal receipt. We require this for all orders and as we have only received a cropped image, hiding information we require, we will not be able to pay in full until we receive an uncropped image, with all information visible. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18203485
  
  I am rejecting this response because:

  I completely understand that under normal circumstances, as your terms state, a receipt is needed. That being said, they do also state "subject to the Company accepting and confirming that it has not received your parcel". This was not the case in this instance, so it seems fair that the terms do not actually apply to my case, as someone at Decluttr signed for the package, and no attempt was made to let me know that the contents were missing until I reached out over a week after the package was signed for. I threw away the receipt after the package was signed for, and at that time no exception of any kind was marked on the *** tracking -- it was just signed for as if all was good. All that being said, I have made every effort to comply with you as much as possible. I called AT&T multiple times to find the **** for the lost phone, which I believe gives you the ability to disable it? -- if you are looking for proof that I no longer have it in my possesion? All I am asking is that you help me out in this situation, I'm out over $500, and the power is all yours to complete the claim with ***. I submitted the claim to *** on your behalf, the investigation was completed and *** assumed full responsibility for the lost contents. At this point, *** has assured me that they do not need a dropoff receipt to finalize the claim, they just need you to respond to them with a shipment record and the value of the lost item. They, multiple times, have stated to me that this can simply be a reprinted label or purely proof that Decluttr paid for the shipment. 
  
  
  To sum it up, I understand that under normal circumstances you absolutely need a dropoff receipt. I am simply asking you to have a bit of compassion and understand that I am pretty screwed in this situation, as I threw away the receipt after you signed for the package. I have done everything I possibly can to help you out, submitting the claim to *** on your behalf, getting you the ****, etc. And would really appreciate if you could either make an exception to your terms or realize that they don't fully apply here.
  
  
  I'm attaching screenshots from the tracking which show the result of the claim investigation as well as the form where you only need to provide the value of the missing phone and a shipment record, which as I stated before (as assured multiple times by ***) can be multiple things other than the dropoff receipt: a reprinted label, a record of payment for shipment, etc. (they DO NOT need the dropoff receipt at this point as the investigation has been completed). Thank you for understanding that this situation is a bit different than normal and showing some compassion.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2022

  We are terribly sorry that we have been unable to provide the desired outcome on this occasion. 

  Unfortunately, the senior management within our claims department has reviewed this situation and confirmed that we will not be able to process a courier claim on this occasion. 
  Whilst we understand that this does not fall under the standard terms laid out, the box arrived with us empty, and the device was not present.

  We have no sufficient evidence to suggest that there was any device in the package at the time it was sent, as the only image of proof of postage we have received had the weight cropped out. 

  We are truly sorry for the inconvenience caused, however due to the fact that no sufficient proof of postage has been received, we are unable to determine that the contents of the box was as expected, and therefore our claim will be rejected, and we cannot cover the value offered for this item. 

  We require the proof of postage as per the terms and conditions and as you are unable to provide this, we are unable to provide any payment on this occasion.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18203485
  
  I am rejecting this response because:

  Either you are not reading my responses or do not understand. You do not have to submit a new claim with *** or submit any proof of postage as I submitted the claim already on your behalf and *** already completed the investigation and concluded that it was tampered with. The excuse you keep giving holds no validity in this situation. At this point, I wouldn't be surprised if you are simply taking the claim reimbursement from *** and s******* me out of my money. This is far and away the worst customer service I have ever experienced and honestly makes me lose some faith in humanity. It baffles me that your are still in business if this is how you treat your customers.

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

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising 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.

  Sold two Apple Watches Series 6 (One 44mm Stainless and one 40mm Aluminum) 9/18 to Decluttr as separate orders. I made sure I had the correct watch in with each order. Decluttr is claiming they received both as the cheaper model. They paid out the 40mm version full price but the Stainless steel model was received as a 40mm Aluminum model and gave a low ball estimate. I never owned 2 40mm Aluminum models, so they were mixed up and they paid me the original 40mm Aluminum offer for the 44mm Stainless steel model and low balled on the other. Order # for 44mm SS Watch - ******* Value $209.77, Received offer for $117 as they said it was received as 40mm Aluminum Watch. 44mm Stainless Watch Serial #************ Order # for 40mm Aluminum - ******* Value $147.40, Received $147.40 but was for 44mm SS Watch Reaching out to **************** and several days later they just said the same thing, the Stainless Steel model was received as the 40mm Aluminum, but didn't say anything about the other one. I wouldn't sell them the 44mm Stainless Steel model for what they offered on the other watch, so I'm out money and have no recourse. Just want the $92.77 I'm owed.

  Business Response

  Date: 10/12/2022

  I am terribly sorry to hear of the issues you have faced with your two orders.

  Having looked into this, I can see you were quoted a combined total of $357.80 including promotions for both orders.
  Unfortunately, our processing team have incorrectly reviewed this and revised both items to a lesser price.

  As such, you have been sent $147.40 (including promo) for one order, of the Aluminium device, and I have just accepted the revised price of $128.70 (including promotions) for the Stainless Steel one. 

  As there is a missing amount of $81.70, you will be receiving this separately. I have processed this and it is due to be received shortly. 

  
  I am terribly sorry for the mix up, and can assure you I have provided feedback on this for it to be reviewed by management. 

  Customer Answer

  Date: 10/12/2022

   
  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:10/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in my apple watch on 9/21 to be purchased for $120. I was later emailed that it was locked when it was not, so I went through the process again to make sure, told the company it was unlocked and they said it would be tested again. I have not heard from anyone since. Payouts take 3 days from receiving apparently. Its been more than 2 weeks. I havent received any updates, cant get to a live person on chat, and no one is replying to my emails. Where is the apparent customer service team? Why arent customers getting updated? Im not sure if this company has stole my property with promises of a buyback and recycle.

  Business Response

  Date: 10/13/2022

  I am very sorry to hear that you have not received an update on your order status. Our customer service team work hard to respond as quickly as possible and the currently response time is around 5 days.

  I can see the device on your order was locked to iCloud when retested and therefore has been returned to you Free of Charge. 

  The tracking number for this is 1Z867E8W0394562898 and it has been sent via UPS.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18185580
  
  I am rejecting this response because:
  The watch is not locked to iCloud. I received an email that it was unlocked upon retesting then received an extremely low offer stating that the Watch is heavily damaged. From $120 to $41 for a watch that has no internal or external  damage besides minor scratches which they apparently offered $120 for. If this is the process this company does to reject an offer they offered, I want no part of it. Customer service replies with no help to my message or concern and just sends me a survey message to rate the conversation. Wouldnt recommend anyone doing business with Decluttr.  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/14/2022

  I am terribly sorry you believe the device is no longer locked the iCloud. 

   

  As previously advised, the device has been returned to you and is no longer in our possession. As such, the order has been completed as returned to customer. 

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold an iPad 8 to decluttr it arrived on the 6th of October at your facility at 10 am. I received no confirmation, no email, and no payment thus far. It was supposed to be same day payment to paypal. *** emailed with no response, your live chat is just a robot that gives no options to live chat or actually type in any information. This is ridiculous and shady business practice. i will never use your services again.

  Business Response

  Date: 10/12/2022

  I am terribly sorry that you have not received an update on your order status.
  Having checked, I can confirm our customer service team have been handling this for you. The device has been received and is coming back as having bad ESN. As such, we cannot offer payment as the device has outstanding payments on it. 

  Therefore we will be returning this item to you. This is due to be dispatched shortly. We can provide tracking once sent. 

• Initial Complaint

  Date:10/08/2022

  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.

  I sold an iphone to Decluttr in like new condition,received and accepted offer of $826.Tracking shows phone received 9/19 i believe.Received 1st email 9/22 stating money being sent then 2nd email saying problem with banking info and request i send name and address ,which i did.Message on declutter app says payment sent allow 7 days for delivery.I have not received payment nor gotten any response from the customer service regarding this concern.

  Business Response

  Date: 10/12/2022

  I am terribly sorry to hear that payment for your Decluttr order has not been received. We aim to provide payment to all customers within 5 business days and I am truly sorry we have failed to this on this occasion. 

  Having reviewed the order, I can see payment was issued but bounced back to us due to incorrect bank details. As such, our customer service team have requested you update these. I have resent the email you should have received regarding this. 

  Please let them know when details have been updated and we can reissue payment in full. 

  Customer Answer

  Date: 10/12/2022

  I have sent updated bank info this am.I was informed a check had been sent back on 9/22 but there is no evidence of that.The only info from them was email requesting updated bank info.there has been no action or communication.I am considering next step.

  Business Response

  Date: 10/13/2022

  I am very sorry that you were informed a Check had been sent. I can confirm this did not occur, and we are unable to locate this correspondence on our system. 

  As you have updated the bank details, the payment has now been reissued and should be received shortly via Bank Transfer. 

  Customer Answer

  Date: 10/17/2022

  Still nothing!

  Business Response

  Date: 10/20/2022

  I am very sorry no payment has been received. 

   

  I can confirm we reissued payment on 13th October, and advise allowing 3-5 business days for this to be received. 

  We have checked our system and can see no indication that this has failed. 

  Please confirm if this has still not been received and we can review this with our accounts department. 

  Customer Answer

  Date: 10/20/2022

  Received payment 9/18/22.