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:10/05/2022

  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.

  Sent in my watch and it was delivered and received on 9/28. Never received any sort of email or communication despite the website saying they would and that items are processed as soon as they arrive. Sent an email on 9/30 and never received a response. It is now 10/5 and I am still awaiting any type of response meanwhile on my account my watch still shows as awaiting order when its been over a week since it was delivered. Of course theres no number to call this business. Shouldve listened to the other reviews and never trusted this company.

  Business Response

  Date: 10/05/2022

  I am extremely sorry to hear no response has been received regarding your order. 

  Having checked our system, I am only able to locate correspondence from Saturday regarding this. Our customer service team are currently advising we require 5 working days to respond to all emails. I am terribly sorry no response has been sent yet. 

  I have checked the order and can confirm the item appears to have arrived and became stuck in processing. 
  As such, I have escalated this and marked it for completion, meaning payment should be issued within 3 days for you. 

  
  I am very sorry for the delays and inconvenience. 

  Customer Answer

  Date: 10/08/2022

   
  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:10/04/2022

  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.

  Yes I have tried to reach out to the company multiply times for my payment for my apple watch i had sent them. they stated my watch was locked to the cloud so i fixed immediately and have not heard back and have sent multiply emails asking for my payment and have yet to receive it. this is going on a month now. my order number for them is *******. Im just wanting my payment issued to me.

  Business Response

  Date: 10/07/2022

  I am terribly sorry for the delay in receiving an update on your order. 

  I can see the item was IOS locked when it arrived, and when this was unlocked, we then quality assessed this. 

  The battery on the device was found to be functioning less than expected and therefore we offered a revised price.

  As you declined this price the item has been returned to you via *** with the tracking 1Z867E8W0393657243.

• Initial Complaint

  Date:10/04/2022

  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 sent in a pair of airpods for trade-in. Order number 1389189.After contacting the business due to lack of response. I was a told that I missed the 28 day deadline, however, if you view the tracking number, you will see that it was sent in during the proper time frame and that it sat with decluttr for a handful of days. They offered me a lower quote because of the "missed deadline". When i contacted them via chat on the morning of Oct. 4th. They acknowledge the error but refused to give me the original quote, claiming it was because I rejected their new offer.I expect my original quote of $65 plus the 10% bonus that was included as well.

  Business Response

  Date: 10/05/2022

  I am very sorry to hear your item was reduced in price and we could not honour this. Having looked into the order, I can see the item had already been sent back to you when our customer service team attempted to process this, and therefore we no longer had the item to pay for. 

  I have added a note to your account, so our customer service team can honour the original price if the item is sent back to us.

  Please inform them the note is on your order 1389189. 

  I am very sorry for the inconvenience caused. 

  Customer Answer

  Date: 10/05/2022

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

• Initial Complaint

  Date:10/04/2022

  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 sent my iPhone in to Decluttr after they offered me $1061 for the device. They said I had 28 days that this quote was valid. I mailed the device in, shipping confirms they received it before the deadline, then it was held onto for a few days and they waited until day 29 to process it and said they wouldnt honor my original quote but revised the offer downward 25%. There are no phone numbers, only an email for customer support. They claim on their website this is to facilitate faster response, yet it took an entire week for their reply. In each subsequent email I restated my concern that shipping proves they received days before the deadline yet in every email they just refused to do anything. I asked in half a dozen consecutive emails for other people to speak with including the supervisor of this person **************, and he ignored such a request every time. Every time.

  Business Response

  Date: 10/05/2022

  I am extremely sorry to hear the price for your item was revised due to the time passed.

  I have reviewed this, and can see a member of our customer service management has now resolved this and processed the full payment originally offered, as the item arrived before the 28th Day. 

  I am very sorry for any inconvenience.

  Customer Answer

  Date: 10/05/2022

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

• Initial Complaint

  Date:10/03/2022

  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 submitted a Selling Order (*******) which was re-evaluated to a price / condition I do not agree with. I was given an option to accept a much lower price or return my device. I have tried over and over to access my orders through the site, and my orders will not load. This is on multiple computers, browsers and networks. After reaching out to multiple email addresses and online FAQs / submissions, I have no other recourse. I am extremely disappointed about loosing my device due to the businesses faulty website and lack of response to emails and online help submissions.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear you are unhappy with the revised price and reasoning provided.
  Having looked into the order I can see the Watch was revised due to not pairing correctly with other items. 
  As you have been unable to respond to this offer, I have now declined the price for you, so the item will be returned.

  
  I am very sorry for any inconvenience caused regarding this matter. 

  Customer Answer

  Date: 10/04/2022

   
  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:10/03/2022

  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 accepted an offer to trade-in my iPhone on 8/28/22. The site's ****************** states that the price is valid for 28 days. According to **** my iPhone was delivered to Decluttr on 9/23/22 at 9:33am which is within the 28 days. On 9/28/22 I received an email from Decluttr stating that they received the item and revising my offer price because it was 'outside of their 28 day acceptance period'. I have tried emailing customer support (no response) and calling their help phone number (busy signal every single time) to state my case and resolve this issue. Their revised offer price is $148 less than the original accepted offer price. The Better Business Bureau logo is prominently displayed next to their logo of their website. Based on their behavior I would highly suggest BBB reconsider allowing them do so.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that the offer for your item has been revised due to the time that has passed since the item was delivered to us. 

  Having looked into this, I can see it was sent before the 24th day after placing the order, and arrived before the 28 day time frame was up.

  As such, we will be honouring the original price for this. We have accepted the revised offer, and processed a separate payment of $118.00. Both payments should be received to the PayPal email provided within 24 hours. 

  Please let me know if payment is not received.

  I am very sorry for the inconvenience caused.

  Customer Answer

  Date: 10/04/2022

   
  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:10/03/2022

  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 recently sent an Apple Watch into Decluttr. I got an email stating that the device was locked and that I needed to remove it from my iCloud. I did this. I sent an inquiry to them stating that I had done so. I never got a response. I tried using live chat several times and finally reached a live person. That person sent a step by step on how to unlock my device from iCloud, which I had already done. I can never get ahold of them and it seems like they are dragging their feet on the exchange. Its not on my iCloud anymore. I either want the offered cash amount or my device back. The customer service is ridiculous and pretty much non existent.

  Business Response

  Date: 10/07/2022

  I am very sorry for the delay in receiving an update on your order. 

  We have checked, and can confirm the retest was completed and the iCloud removed. As such, the item was reviewed and accepted and paid for. 
  Payment was issued on 5th October, and should be received within 3-5 business days. 

  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,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  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.

  Date of transaction: 9/22 Amount owed: $1,010 What business committed: Decluttr was to provide payment for an iPad Pro that I sent to their warehouse Nature of dispute: iPad was successfully delivered on 9/15 (Tracking#: 1Z867E8W9093007059). Payments for devices are guaranteed to be paid within 1 or 2 business days. As of 10/3, I have not been paid on the device. After speaking with customer support, I was told that the device was damaged in transit but would be covered since the item was insured using their provided shipping label. iPad was new, sealed and still in the original box. It was packaged with care and cushioning inside another box prior to shipping. After nearly 3 weeks I still have not been paid and each time I speak with customer support Im told a resolution will be made in 2 days. Decluttr has shown no willingness to resolve the issue.Order #: *******

  Business Response

  Date: 10/05/2022

  I am extremely sorry to hear payment for your device under order 1387683 has still not been received.

  We have reviewed this, and can confirm the item arrived in a significantly damaged box, which looks to have been damaged by the courier. 

  As such, our claims team have been forming a claim for the courier to cover the value of this. As this has not yet been completed this has caused the delay. 

  I have now completed the order and payment will be processed shortly. 
  Once payment is processed, please allow 3-5 business days for payment to be received.

  I am very sorry for the delay and any inconvenience caused due to this. 

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted a price for my devices on 8/25/22 (please see attachment 1) through Declutter (order *******). The price for my iPhone 13 Pro *** was $836 plus an extra $30 from a promotional code. I mailed the package in on 9/20/22 along with another package that I was sending to them (please see attachment 2). They have a stated 28-day deadline, however it is not specified anywhere on their site whether the deadline is for sending or receiving the item. They have this FAQ question - https://bit.ly/3LZGqRf. I live in ********** and it is not fair that it took a week to receive my items (which were delivered on 9/26/22) that were being sent to Georgia and then they did not acknowledge receipt until 9/29/22. Now they are quoting me $660 because it was "received outside of the 28 day evaluation period". I am not able to control the mail and how long it takes for *** to send packages. Again, nowhere does it say to make sure packages are received by the 28th day, in which case I would've been quicker about sending in the package. I was waiting for my new phone to arrive and turned around and mailed it out as soon as I could after receiving the new phone. To make matters worse, their website does not work to allow me to even view or decline the offers (please see attachment 3). I have tried this on multiple devices and with multiple browsers and the result is the same. I finally tried to get in touch with someone today through chat on their website and after waiting an hour I was told by the chat representative that they are "unable to look up orders today and to please try again tomorrow". I have also sent in multiple email inquiries and have yet to receive any reply from them. I feel that I am being made to be unable to decline my offer to get my devices back or have them hear my side of the story and have them reconsider and will be stuck losing $200 because of their incompetence and technical issues. Thank you for your consideration.

  Business Response

  Date: 10/04/2022

  I am very sorry that you are unhappy with the price offered for your devices due to the time passed since the order was placed. 

  Having looked into this order, I can see that it was placed on 26th August, making the 28th day after it was placed 22nd September. However, the items must be sent before the 24th Day, which on this occasion was 18th September. The items were not sent within this time frame, nor did they arrive within the 28 day time frame. 
  I am very sorry for the inconvenience however due to this, the offer provided will stand and are final. 

  If you wish to decline these I can arrange this manually for you.

  Having checked the order, I can also see that the Watch has not been received. Please can you confirm if you sent this in the same package as the IPhone? 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18160205
  
  I am rejecting this response because:

  Please show me where it is documented that the items must be shipped by the 18th day. That is not listed anywhere on your site. You dont get to just make up rules that are not documented anywhere.

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

  Business Response

  Date: 10/05/2022

  I am very sorry you were not aware of this in our terms and conditions. 

  Please follow this link: https://www.decluttr.com/terms-conditions/selling-your-stuff-quality-assessment-selling-tech-items/ 

  As can be seen on this page "Please note: we may also revalue your items if:
  a) You fail to send your Tech items within twenty four (24) days from the date your order was placed
  b) Your items are not processed at our warehouse within twenty eight (28) days of your order being placed." 

  As per our previous response, this item was sent after the 24th day, which was 18th September, and therefore the offer will not be reviewed any further. 

  I am very sorry this is not the response you were hoping for. If you are unhappy with the offer please decline this so we can return the item to you.

• Initial Complaint

  Date:10/03/2022

  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 Ask To Sell My iPad To Decluttr, They offer me $180, I needed to cash Out so I accepted a Low Offer. They send me Label to ship the iPad, Which I did. After Receiving The **** they revise the Offer Down in Half to $100. I did Not agree With them on Condition of Item and Decline The offer, So They may **** the **** back. They Guarantee That if I don't Like their Official Offer they will send the Item Back. It's Being Two Weeks. They Have not ship My Item Back nor I can Get Hold of Any Support. I have Created 3 Ticket with Their System and **** Them 3 Email asking About My Item , When They are Going to send it Back. I would Like to Either Get My iPad Back or Unrevised $180 Offer They Made.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that you have not received your item back. 

  I can see that the offer for your iPad was reduced as the iPad has a number of deep scratches. As you have declined the offer, we have returned the item to the address we have on file.

  This has been returned to you with the tracking number 1Z867E8W0391847729. 

  This has been sent via UPS. 

  I am very sorry for any inconvenience caused.

  Customer Answer

  Date: 10/04/2022

   
  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,
  
  *****************