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:10/03/2022

  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.

  on 9/19/2022 i sent an order to decluttr to be paid for two smart watches on 9/23/2022 they were delivered and signed for by ****** tracking number 1z867e8w9094766522 via *** my decluttr order number is *******. i have tried to reach them via email and chat with no rsponse they were supposed to pay me ****** for my items but they still are acting like they havent received them the website on decluttr still says awaiting order its been going on 2 weeks since *** has delivered them they need to pay me for the items as promised i feel like they have stolen my items

  Business Response

  Date: 10/04/2022

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

  Having looked into your order 1393596, I can see that the 2 items arrived with us on 23rd September. 

  Both items were reviewed by our quality assessment technicians, and were found to be missing the chargers. This was a required accessory for Good condition, and as neither item had this, the items have been revised in price.

  As you have declined the revised offers, we have now returned the items back to you free of charge. 

   

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18159396
  
  I am rejecting this response because: both chargers were in the box and I have video documentation of them being placed in the box and sealed so they better be in the box when you return them to me
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/07/2022

  I am terribly sorry for any inconvenience. The items were revised in price due to missing or damaged chargers, and therefore if the chargers were received they will be returned, however the note we have does not specify whether they were missing or damaged. 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18159396
  
  I am rejecting this response because: they werent damaged when I sent them so nothing better be wrong with them I think you were mad because they didnt have the wall adapter which wasnt included when I purchased them from the store they are an additional piece that you have to purchase separately 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/03/2022

  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 submitted my used Ipad to the selling section of Declutter. They offered me $521 plus free shipping. I went to a *** store and paid to have my iPad (still in the case) packaged by them, in a laptop box. Declutter is saying my order arrived bent and they would only offer $40. I asked for photos of the iPad and box since I wanted to claim it on ***. Declutter is now telling me they have cameras but I can't get photos or any proof. I am finding this very suspicious of a company standard. I have not been paid. I've written the company more than a handful of times to only get one single response.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that you sent an iPad in to us and we found it to be bent so revised the price.

  When an item arrives with us, before it is unboxed, we carefully assess the exterior packaging to check for any signs of damage in transit, and if any such damage is found we take photographs, to create a courier claim. On this occasion,there were no signs of damage to the exterior packaging, and therefore we have to assume the damage found on the item was present when the item was sent in to us. 

  As the offer for the item has been declined, we cannot get any further images of the item to provide this for you. 

  I am very sorry for the inconvenience. The item is due to be returned back to you as the offer provided was declined.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18159000
  
  I am rejecting this response because: 

  I do not trust this business with communication. I have yet to recieve any tracking or information of my item being returned. I will close this BBB when the item arrives safely. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/05/2022

  I am terribly sorry that you are not happy with the responses provided, and feel as though you cannot trust us. 

  I can confirm the item has been returned to you. This has been sent via *** and has the tracking number 1Z867E8W0399774687. This has been sent to the address on the order. 

  Customer Answer

  Date: 10/24/2022

  My iPad was sent back to DECLUTTER without my consent. I contacted *** about the delivery and was told the business requested it. I want my item back! ******************* ******************************************************** 98024

  Business Response

  Date: 10/25/2022

  We are very sorry that the device has been returned back to us. 
  Having checked, I can see the courier has updated the tracking multiple times. 

  They advised the Apartment or House number was incorrect, and attempted to update it. 

  This was then corrected on 10th October, and they were then informed that the receiver had moved. As they were informed it was the incorrect address, the device has been returned back to us. I can assure you that we have not requested the device back, but they were informed that the address was wrong and so could not deliver the item correctly. 

  
  Please confirm the full correct shipping address and we can then ensure you receive this back. 

  Customer Answer

  Date: 10/25/2022

   
  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,
  
  *******************

  ADDRESS:

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

  29290 *********

  Lot 141

  ********* ** 78738

   

   

• Initial Complaint

  Date:10/01/2022

  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 submitted my information to Decluttr to sell my iPhone 12 Pro to them on 08/27/22. My order number is: *******. I was offered a price of $497.00 plus a promotional additional 10%. I also submitted a set of AirPods pro and that order number is *******. I mistakenly shipped my iPhone 12 Pro to Decluttr with my AirPods paperwork. Decluttr received my iPhone 12 Pro but reduced my price to $417.00. I tried to contact their customer service but there is no live customer service available to ask them to honor my original price. I have sent multiple emails and have not heard anything back. I would like Decluttr to honor my original quoted price of $497.00 plus the additional promotional 10%.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that you have received a revised price for the iPhone sent in to us.

  Having looked into this, I can see that the item arrived with us under the incorrect order number, and as such was processed slightly delayed within our warehouse. 

  The item arrived on 26th September, and was not processed until 28th September. This was due to the mix up which caused confusion within the warehouse. 
  As the item arrived on 26th September, it was outside of the 28 day time frame we honour original prices for. As such, we will not be honouring the original price. The item arrived with us on the 29th day, and the price is honoured for 28 days from the date the order was made. 

  I am very sorry for any inconvenience caused or confusion regarding this. The price offered of $431.00 is final. 

• Initial Complaint

  Date:10/01/2022

  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.

  Declutter had an item of mine that I sold them in their possession for over 1 week before even assessing the item. Below is the item order number and tracking number to prove this as well as all the screenshots are attached.Tracking Number: 1Z867E8W9094497019 Order Number: ******* I have tried contacting their support 3-4 times now with no response and they are trying to pay me less by saying it is out of the 28 days, however they sat on this for so long that I think they purposely waited until it was out of the timeframe to ***** it. Their support is terrible and has not answered any of my emails throughout the week asking where my money for the item was. I gave them plenty of chances and due to them not following their own Terms and Conditions. If they do not fix this, I will take some legal action on this.

  Business Response

  Date: 10/04/2022

  I am very sorry that you have not yet received payment for your order sent in to sell to us. 

  Having checked, I can see we attempted payment for the order, but it failed due the PayPal stating it was invalid. Please confirm the full PayPal email address for our customer service team and we can reprocess the payment agreed. 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18153070
  
  I am rejecting this response because:
  I have send you guys the updated email in another email and was told that I would get paid by Yesterday but did not get any payment. Where is this payment I am waiting on? PayPal email is: ***************************

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

  Business Response

  Date: 10/11/2022

  Thank you for confirming your PayPal email.

  I can confirm this was manually processed yesterday to the account provided. Please let us know if you still have not received this. 

• Initial Complaint

  Date:09/30/2022

  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 sent in an apple watch for a quoted price and company received package and has not communicated that they have received it . I cannot get in touch with customer service. I feel that I have been scammed and they have basically stolen my apple watch. Item showed received on Wednesday 9/28 through ****

  Business Response

  Date: 10/03/2022

  I am very sorry to hear you have sent in an item to sell to Decluttr, and have yet to receive an update on this, so have felt the need to make a complaint. 

  Having checked, I can see that order 1400840 arrived with us on Friday, and is currently undergoing quality assessment checks. 
  Once the item has passed these checks, the item will be paid for as quoted, or revised based on the condition of the item. 

  Please allow 2-3 business days for an update to be emailed to you. I am very sorry for the delay and can assure you the order will be completed shortly. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18151256
  
  I am rejecting this response because:
  The item is showing received on Wednesday 9/28 and according to your website would be paid the next day. I will wait for payment before closing this complaint. It is next to impossible to reach customer service the watch is also in mint condition so I would expect to hear as such  

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

  Business Response

  Date: 10/04/2022

  I can assure you that our team are processing your order currently and payment is due shortly. It is just undergoing quality assessment at the moment. 

  You will be kept up to date via email. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18151256
  
  I am rejecting this response because:
  Waiting to be paid. I have yet to receive any email from this company updating me on the process. I will close this complaint once payment is received according to what was promised. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/11/2022

  We can confirm payment was issued on 5th October, please confirm if you have still not received this and we can chase this up. 

  Customer Answer

  Date: 10/11/2022

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

• Initial Complaint

  Date:09/30/2022

  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 iPhone 11 Pro *** by *** to Decluttr on 9/26/2022 with the *** label that was provided by Decluttr. I received a notification from *** that my package arrived on 9/27/2022 to Decluttr by *** at 9:38 AM and signed by ***** at DeCluttr. I have emailed them three times since my iPhone has arrived for my money because the site states that I would have received my money the day after the product has arrived. It has now been three days and I still have not received my direct deposit for the iPhone I sold to them. This is the exact verbiage that I have emailed to Decluttr below: ORDER NUMBER: ******* ORDER VALUE: $344.00 Your shipment 1Z867E8W9098820474 Delivered On Tuesday, September 27 at 9:38 A.M.Returned To ********, ** ** Received By:KELSI Proof of Delivery I have two more iPhones to sell but my husband asked me to send in the first one and not all three at one time. *** sent in an inquiry and now this email. Would you please send me my funds immediately.

  Business Response

  Date: 10/04/2022

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

  Having looked into your order, I can see the device was revised in price as it was found to be in a different condition than described, and therefore it has been returned to you as you rejected our offer.

  This has been marked to be sent back to you as soon as possible and will be dispatched shortly. 

• Initial Complaint

  Date:09/29/2022

  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.

  On 8/24/22 I Sent an IPhone 8 Plus in new condition with a clear protective case on it along with the charger through *** to Decluttr using the companies free shipping method after they offered me $82 for it. On 8/29/22 I received the update and proof of delivery information that the phone had been successfully delivered AND signed for by the exact address I was told to send the phone to. I waited a few days for a confirmation email from Decluttr that never came and after being told to wait 48 hours multiple times they finally filed a claim a week after the delivery. It has now been over a month since then and I have received no communication from them other than when I have to personally chase them down only to be told to wait 48 hours. I have waited 48 hours for the past month and after seeing many many MANY reviews with the exact same issues involving sending valuable items to this company I am 100% positive I have been stolen from. And demand that I am paid the $82 minimum that I was offered. They have requested that I obtain the **** number from the phone which I cant since I dont have the phone and it was never activated, so they requested a courier receipt which I provided the proof of delivery since thats all *** could send me and they have lied multiple times about the claim being processed and Im not dealing with it anymore. I will attach the Proof of Delivery that *** sent me along with this claim and I want it dealt with ASAP. Thank you

  Business Response

  Date: 10/04/2022

  I am extremely sorry to hear that you have yet to receive an update on your order which has been sent in to us. 

  I have looked into this and can see a member of our customer service team passed this to our claims department on 6th September.

  However, our claims team have not yet concluded their investigation and are still looking into this matter. 
  I have requested an update from them regarding this, as well as further information on what has caused the delay in processing the claim.

  As soon as we have a further update we will provide this for you. 

  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:09/29/2022

  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.

  Decluttr offered me a value of $870 to buy my phone from me. I locked in the price, but received an email the next day indicating they had made changed the value to $388. Their website promotes a 28 day price guarantee. I chatted and received confirmation from two employees that the original $870 would be honored. I sent the phone in, only to then be told the value was indeed the $388, not the guaranteed $870. When chatting with Decluttr employees at this point, they told me the price changed because I waited more than 28 days to mail in the phone, when in fact I did not (it was received in 22 days). They then escalated the case and refused to give me the phone back since the payment for $388 had already been authorized. I'm awaiting an update from the escalation within 48 hours. Order: *******

  Business Response

  Date: 10/04/2022

  I am very sorry to hear of the confusion regarding the price for your item. 

  When you placed the order, our website had a glitch, offering a significant amount more than items were worth. 

  As such, we have revised the price offered, and this is the final price to be honoured. I am very sorry for any confusion caused by our customer service team.

  I have provided immediate feedback regarding this matter to our agent who misinformed you. The price offered of $358.60 is the final price we will be offering for the item. We informed all customers of this via email, and confirmed this included a 10% extra gesture of goodwill for the mix up. Unfortunately this decision is final and we will not be offering any more for the item. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18146951
  
  I am rejecting this response because:
  I was told my multiple employees the original value would be honored, despite the error. I have it in writing and it was attached to the original complaint. I also spoke to an employee (*****) on Saturday who told me the remaining payment would be made to me by Wednesday, 10/5/22. Per your terms and conditions the original value is good for 28 days, there is no mention of technical glitches causing revaluation
  Sincerely,
  
  *********************

  Business Response

  Date: 10/04/2022

  I am very sorry for any confusion regarding this matter.

  As previously stated the customer service team have misadvised you, and therefore we will not be honouring the price. The price offered includes the gesture of goodwill 10% already, and we are not reviewing the price any further. Our customer service team have been provided with feedback regarding this. 

  We are unable to locate any correspondence from before 25th September where one member of our team incorrectly advised the price would be honoured. Please provide copies of the other correspondence so we can review this and provide feedback.
  The revised price is the only price we will be honouring for this item. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18146951
  
  I am rejecting this response because: see all attached instances of your team assuring me the original price will be honored. I did not accept the new offer, and only sent the phone in after being assured the full original amount would be paid. Per your website, I should have had an option to reject the new amount since I was told I'd get the full amount. I would not have sent in my phone to you for the $388. This is theft.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/28/2022

  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.

  mailed apple watch series 7 gps +cellular 41 mm blue good condition was qouted ****** they rec. the watch already but they are saying they have not received belive they are waiting for 28 days to pass before they process it that way they dont have to ***** that price

  Business Response

  Date: 10/04/2022

  I am very sorry for any confusion regarding your order, and that you have felt the need to make a complaint about Decluttr. 

  Having looked into your order, I can see that order 1397841 has been accepted and paid for the full original offer provided for you. 

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received offers for two items. One on 8/20/22 and one on 8/24/22. I sent both on 9/16/22 via **** One was received on 9/14 and the other 9/15. Decluttr revised one order on 9/22. They claimed it was a different item and revised the price down from $624 to $452 because it was unlocked instead of tied to ********* This revision should reflect the change in carrier status (I assume unlocked would be the same if not more valuable) as opposed to change in when the phone is valued. Revising the offer in this manner is, in a best case scenario simply a mistake. Worst case scenario is dishonesty. Separately, I still havent received notice from decluttr that the watch I sent was received and being evaluated despite confirmation from *** that the package was delivered. Its been about 12 days since the package was delivered. Ive emailed customer service several times over the past week and had no response for either issue. This is all disappointing because *** had excellent experiences with them in the past. Hoping this medium is more fruitful than their customer support email.

  Business Response

  Date: 10/04/2022

  I am extremely sorry to hear that we have revised the price for your item under order 1377651 and you are unhappy with the reasoning provided.

  Having looked into this, I can see the order was placed on 20th August. We allow 28 days from the date the order is placed, to guarantee the price offered. The tracking number 1Z867E8W9098919618 for this order, shows it did not get sent until 21st September. This shows that the order was not received until after the 28 day timeline had passed. 

  The item was also found to be unlocked rather than network locked. 

  Due to the time passed, and the item being different, the original price is no longer valid. 

  The price offered is $452.00. This will stand due to the time which has passed since the order was placed. 

  I am very sorry for any inconvenience however all items must arrive with us before the 28 day timeframe has passed.