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:10/07/2022

  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 my phone in and it was received by Decluttr. The phone was accepted and the payment I was supposed to receive never came. I reached out multiple times, speaking to 4 different agents. Each one gave me a different reason as to why my payment hasnt gone through. Those reasons were that my bank info was incorrect, I need to submit a bank statement, and that there was a bug problem. I resubmitted my bank information three times even though it was correct from the very beginning. I was told twice now that within 48 hours my payment would be in my account because they pushed the matter through as urgent. I have sent multiple emails to the company and have been completely ignored. I want my money that I was promised but it just seems as though this company is a fraud.

  Business Response

  Date: 10/12/2022

  I am extremely sorry to hear that payment for your order has not been received as expected. 

  Having looked into this, I can confirm that the payment originally failed due to incorrect bank details, and when this was first re-attempted the bank details were not correctly amended. 

  However, the details are showing as updated now, and therefore our accounts team will be reissuing this payment shortly. As this is due to be paid via BACS, please allow 3-5 working days for payment to be received. 

  Customer Answer

  Date: 10/12/2022

  The bank info was correct because i typed the exact same information in all three times. I also read reviews from so many other people stating that they were told the exact same thing, when their bank info was correct also. I know that this is just a stalling method, to push our payments further and further. I have spoken to several unhelpful agents who all tell me the same thing. All i want is the money that I was promised or I would like the phone back. I was waiting on this money over a month ago, considering your the Decluttr site says you will receive payment the day after the phone is accepted. 

  Business Response

  Date: 10/14/2022

  I am terribly sorry to hear you believe the details provided were correct. 

  Unfortunately they bounced back as failed due to incorrect info by the Bank.

  As advised, please allow 3-5 working days for this to be received. 

  Customer Answer

  Date: 10/19/2022

  3-5 working days has now passed again and I have not received my payment. Ive been told countless times to wait 2 business days, 3-5 business days, etc. I wait the time and STILL NOTHING. It is now over a month of being told the same thing! 

  Business Response

  Date: 10/20/2022

  I am very sorry no payment has been received as yet. I have escalated this with our senior manager within our accounts team who has reviewed this and confirmed that the payment has definitely been successful. 

  Please can you confirm this has still not been received? Please provide a copy of the bank statement showing this, including the Routing Number and Account Number of the account, so we can review this further. We have received proof of payment for your order, and can attach this if necessary however our accounts team have requested this information to review this further. 

  Customer Answer

  Date: 10/20/2022

  Here is the screenshot of your site saying the phone has been accepted not that payment has been issued. Here is a screenshot of my account number and routing, same number that I submitted on your site to issue payment to. There is no reason for me to send you my personal bank statement, with all of my personal information. I have not gotten payment from you guys.. I just want my money!!! Its $168, its not like your company owes me a huge amount. I have called my bank and they also said there is no transaction from you guys, not even a pending deposit. This is unfair and reflecting so poorly on Decluttr, just like the rest of the reviews I have read on your site. 

  Business Response

  Date: 10/24/2022

  We are very sorry no payment has been received. 

  We have checked our systems and can confirm no payment has failed. We have provided a copy of proof of payment to show this.

  We have nothing to indicate or suggest payment has not been successful. Please provide a statement, as requested, as we need this as proof there is no payment received. As advised, all personal information can be redacted, we just need payment amounts, and names, as well as the account number and routing number. 

• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a ****** Pixel 5 that I was trying to trade in a while ago under order number ******* I have had trouble downloading the pack and send guide with the label to pack and ship my phone. It was valued at the time around 300 dollars. It has went to around a value of 270 dollars. I am loosing profit because of a technical issue preventing me from downloading what I need.When I go to the pack and ship and to get a label, I get an error that says "Failed to open PDF document." I have been trying this on different devices with no luck and sent out a message to the business

  Business Response

  Date: 10/12/2022

  I am very sorry to hear that you have been experiencing issues getting a label for your order. 

  Unfortunately this looks to have been due to a system error with the pack and send guides, and our system does not allow for us to create a new one for you. 

  You should be able to generate a new label via your account on our website. 
  If this does not work, please create a new order, and should the item pass quality assessment we will be happy to honour the original price offered for the item. 

   

  I am truly sorry for any inconvenience caused.

  Business Response

  Date: 10/12/2022

  I am very sorry to hear that you have been experiencing issues getting a label for your order. 

  Unfortunately this looks to have been due to a system error with the pack and send guides, and our system does not allow for us to create a new one for you. 

  You should be able to generate a new label via your account on our website. 
  If this does not work, please create a new order, and should the item pass quality assessment we will be happy to honour the original price offered for the item. 

   

  I am truly sorry for any inconvenience caused.

  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:10/07/2022

  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.

  I had a iPhone 12 in great condition I was selling to this company. My husband sent it in in February. We never got a response from the company. We tried to contact them but we can only contact them through email. Only got a phone call once according to my husband. He told me they are having a hard time locating the phone. I personally never had a person reach me ever. I have multiple emails as to what is going on with my phone and nothing. I feel extremely scammed right now and I dont know what to do. I just want my phone back. It was in great condition and if it wasnt up to there standards I still would like my phone back. Im not sure if I need to file a police report with the company. I want answers. We have a order number. Its October now and we still have been trying to reach out. I attached the only email we received ever from this business.

  Business Response

  Date: 10/12/2022

  I am terribly sorry to hear no update has been received on your order, and this was sent to us in February. 

  Having looked into this, I can see that the device on your order was rejected due to Bad ESN, indicating that the device was not paid off, and had either outstanding bills, or an ongoing contract. 

  As such, we were unable to accept this item and it should have been returned to you. This was not fulfilled correctly by our warehouse team, and therefore it was recycled. 

  I am truly sorry for any inconvenience cause due to this. 
  As such, we will be paying in full the original quoted amount for the device. I am truly sorry for the disappointment and inconvenience caused. 

  Payment has been issued to the value of $614.00. This is $584 for the device plus the $30.00 promo. 

  Please allow a day or so for this to be received into the PayPal account on the order. 

  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. I wish it didnt have to come to this and wish it was addressed before back in February so I could have handled it on my end. We did have the phone paid off and have those documents as well and still do. I am still happy for the quick response and appreciate making it right. Thank you again. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/06/2022

  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.

  September 20.Order Number ******* This package was sent to you by **** They lost the package (Tracking Number 1z867e8w9099390606). It has not had a scan on the package since September 20. I have sent the drop off receipt and the imei number to Decluttr and have not heard anything for a week. The last email received said that once I sent the **** in someone should be in touch shortly. The issue seems to be with *** and not me. I would really like this issue resolved as now and have no phone and no money. Per the terms and conditions on declutter site the package should be insured up to the amount that was offered to me.

  Business Response

  Date: 10/11/2022

  I am extremely sorry to hear that the courier has lost the parcel which you have sent to us, and as such we have had to investigate this. 

  I can confirm our claims team are currently reviewing this matter and should have a conclusion for you shortly. 

   

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18173633
  
  I am rejecting this response because: I received an email last week stating that my info was being forwarded to the claims department after which I should hear something usually around 48 hours which I have not. After making this claim and receiving a response I still have not heard anything 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/14/2022

  I am extremely sorry that no update has been provided by our claims team.

  Upon reviewing your complaint I have escalated this with them and they have now provided an update. They can confirm it has been reviewed and the claim successful therefore the order has been marked for completion and will be paid in full shortly.

  I am very sorry once again for the delays surrounding this. 

  Customer Answer

  Date: 10/17/2022

   
  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:10/06/2022

  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.

  Decluttr provided me with a revised offer which did not meet the criteria is their own terms and conditions. I declined the offer on October 4th, and have yet to receive any information regarding when they will ship back my device. *** attempted to email, and call the number listed and have gotten 0 responses. The website itself doesnt not provide a tracking number or any information regarding when it the request to have it sent back will be fulfilled. Id like ANY information on what is going on. This horrible communication has lead to an unnecessary amount of stress, as there is no point of contact. My order number is *******

  Business Response

  Date: 10/11/2022

  I am extremely sorry to hear of the issues faced with your order. I can see having checked that your price was reduced due to the time which had passed since the order was placed, when the item arrived with us for assessment. 

  As such, we could not longer offer the original price.

  The item has been returned to you via *** and has the tracking number 1Z867E8W0392744150. 

   

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18178153
  
  I am rejecting this response because:
  
  The shipping date indicated by the carrier shows that your facility received the package within the 28 days which is a requirement for the price to be honored, as indicated by your terms and conditions. The issue arose when your staff failed to process the order until 3 days *after* arrival. This is a poor business practice that doesnt abide by your own stated terms and conditions. If youre not going to follow these terms , why have them at all? Its completely dishonest and untrustworthy. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/12/2022

  I am terribly sorry that you are not happy with the outcome of this order, however as you have declined the offer, the item has been returned to you, so we cannot review this any further, or offer the original amount. 

  This was a processing error which we would have been able to resolve, however once an offer has been declined the item is automatically returned to the customer and we cannot override this. As this has been returned, we no longer have the item to pay for. 

  If you would like to sell this, please create a new order, however the price may now be different. 

  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 not satisfactory to me, however no other action can be taken .
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2022

  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.

  Sent in Macbook Pro 15" for offer price given by Decluttr. Upon receipt they revised the offer which I declined and was informed that they are shipping back the laptop on 9/13/2022. Reached out to **************** on 9/30 to find out status of the return - they have not responded. I need tracking information and confirmation that they are returning my laptop given my disagreement with their assessed price as it has been more than 2 weeks since I declined their offer.

  Business Response

  Date: 10/11/2022

  I am extremely sorry to hear that you have still not received your item back despite rejecting the offer we provided.

  I have escalated this for confirmation of the tracking number, and we will provide this for you in due course.
  I am truly sorry for the delay. 

  Customer Answer

  Date: 10/11/2022

  Still waiting for promised tracking information. At this time, the issue is still not resolved. 

  Business Response

  Date: 10/12/2022

  I am very sorry for the delay. I can confirm your device has been returned via *** and has the tracking number '1Z867E8V0343063319'.

  This has been sent to the address on the order.

  Customer Answer

  Date: 10/12/2022

  The tracking number says that the item is due for delivery tomorrow around 7pm (Oct 13). Once I have it in hand I will be happy to resolve the complaint. Until, then, I would like to keep this complaint open to ensure that the appropriate actions by the business are followed.

   

  Thank you

  Business Response

  Date: 10/14/2022

  Please let us know if you have now received the device, or if you require any further assistance. 

• Initial Complaint

  Date:10/06/2022

  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 personally did not want to go this route however it seems to be the right thing to do. I sent my items back in August. Everything has been processed except my Iwatch they stated was still locked (it is not but whatever). I received my Iwatch back in Sept. and was informed my other items were sent for completion and I would be paid in 48 hours. That was a month ago. Clearly it is not 48 hours. I have been in contact with their customer service, and I get the same response: They are looking into it. Allow 48 hours. This is getting very concerning as they owe me quite a bit of money. I have been patient and understanding but nothing. They also sent one of my items to recycling claiming I never responded to them. Well, hard to respond when I never received a notice. They have yet acknowledged that piece of my order when I sent an email. I'm just looking to get the amount that is owed to me. This isn't the right way to run a business.

  Business Response

  Date: 10/11/2022

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

  Having looked into this, I can see that the Recycled email you received was an error. This was regarding the Apple Watch. This was returned to you, not recycled. Please disregard this email. 

  I understand payment has still not been received. 

  I can see that the payment was manually issued yesterday, as there was an issue with payment which caused it to fail. 

  Please allow a few days to receive the manually issued payment. 

• Initial Complaint

  Date:10/05/2022

  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.

  September 22 of this year I shipped my good condition, unlocked, 128GB iPhone 11 to Decluttr for an agreed upon price of about $230. They received it on September 30, and processed it on October 4, and sent me an email claiming it was not as described. This is complete nonsense, and when I checked on the app it says:You described an item as:Apple iPhone 11 (128gb) UNLOCKED (Condition: Good)We found your item to be:Apple iPhone 11 (128gb) UNLOCKED (Condition: Good)Reason:Incorrect Description They then dropped their offer to $156, claiming the phone is not unlocked. I have, and have provided them, documentation that it is indeed unlocked. I've even since rechecked this myself by checking the **** to make sure it is unlocked. Everything shows this to be the case, it is 100% unlocked.Everyday since then I've tried contacting Decluttr customer service to resolve this issue. I've sent them emails, which they've ignored. I've sat for hours waiting for a customer service rep to chat with, being ignored every time. I once started as number one in the queue and waited hours only to never get a response. Today I was number 6, then somehow number 7, then got to number one and never got help. On two occasions they have closed for the day after I've waited for hours, and not even given me a notification...so I waited for an hour more until realizing for myself they were closed. Having looked at their recent TrustPilot reviews, it seems every single recent page is filled with people making identical complaints, people claiming their goods were stolen, they were never paid, the company is trying to rip them off as it is trying to do me, etc.This complaint is my last resort before pursuing legal action. I want decluttr to admit their wrong doing and pay me what I am owed, what was agreed upon.

  Business Response

  Date: 10/11/2022

  I am terribly sorry to hear of the issues faced with your order, and that you have felt the need to make a complaint about Decluttr. 

  Having checked our systems, under this email address I am unable to locate a relevant order. 

  Please can you confirm your full order number so we can review this matter further? 

• Initial Complaint

  Date:10/05/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an offer on 8/27/22 to sell my iPhone 13 Pro *** for $1061. This item was shipped to Decluttr on 9/18/22 (22 days). It was received by Decluttr on 9/23/22 (27 days) via *** tracking number 1Z867E8W9096418734. I received an email from Decluttr that my offer was revised to $762 as they stated the phone was not received in a timely manner, but indeed it was shipped before 24 days and received before 28 days. I complained to customer service, but they did not pay attention to the details of my shipment and denied my request. This is clearly a bait and switch practice to pay me much less than what they had agreed to pay.

  Business Response

  Date: 10/07/2022

  I am terribly sorry to hear your item was revised in price due to the time that had passed before it arrived with us. 

  Having checked, I can confirm your order 1382726 arrived with us on 23rd September, well within the time frame. 
  I am truly sorry that our team have processed this incorrectly and reduced the price offered.

  We would have been more than happy to offer the original price, however as the offer has been declined the item is within the process of being returned to you.

  I have attempted to prevent this, and can assure you if this is successful we will be honouring the original price. 
  I am very sorry for the inconvenience caused. We have provided feedback to our customer service team regarding this. 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18172042
  
  I am rejecting this response because: I never rejected the offer. This was done by Decluttr's representatives on their own volition. I've attached an email that was last sent by Decluttr stating that I had 8 days to approve revised offer.  I never responded, other than my complaints to customer service.  ***** in customer service automatically declined my offer (I guess).  Please see attachments.

  I am still very unhappy at this prospect of Decluttr blaming me for declining this when I did not.  Thank you for your attention to this.

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

  Business Response

  Date: 10/11/2022

  I am very sorry for any confusion regarding this matter, we did not confirm you declined the offer, only that it had been declined. 

  The return has been prevented and the full amount of the device $1061.00 will be issued. This will be sent to the details we have on your account shortly. 

  I am very sorry for the inconvenience once again. 

  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:10/05/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped my iPhone 13 Pro 256GB to Decluttr based on Decluttr's offer to purchase it from me for $721. The offer was made on 8/31/22. I shipped the phone on 9/20/22 and Decluttr signed for it as delivered on 9/27/22, according to *** tracking. This is within the 28 day period required. Decluttr's chat agent confirmed with me in a chat on 9/30/22 that the item was "scanned in" by then "on time." However, Decluttr didn't complete the "processing" of my phone until 9/30/22. At that time, it was declared that although my phone was in the condition described, because more than 28 days had now passed, the offer price was revised to $593. This is a bait and switch and violates Decluttr's promise to process the phone within 1 day of receipt. I've attempted to contact Decluttr by email and chat but customer service is almost non-existent. There is no phone number to call. I never received an email response after >5 days. The chatbot feature makes it impossible to reach a live human. I am requesting that the offer price be revised to the original $721. If payment of $593 has already been made by the time this complaint is addressed (which occurs automatically if I don't accept or reject the revised price before 10/14/22), then I request that an additional payment of $128 be made to me in order to make me whole.Order number: ******* *** tracking number: 1Z867E8W9097377616 Thank you.I am requesting that my offer price be increased to the promised

  Business Response

  Date: 10/07/2022

  I am terribly sorry to hear you sent your order in to us and it was revised in price due to the time passed.
  Having checked, I can confirm the items arrived with us on the 27th day after the order was placed, and therefore we will be honouring the original price.

  As you have accepted our revised price we will be processed an additional $98.00 payment now. 

  This meets the original total of $691.00. The remainder of the price referred to in your complaint was a promotion which has been paid already. 

  I am very sorry for the inconvenience caused. 

  Customer Answer

  Date: 10/07/2022

   
  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,
  
  *********************