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:09/28/2022

  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 sold an iPhone order number ******* and they claimed the *** was bad even though when you look up the *** it says it is clean. This phone was not an installment plan or contract so it makes no sense. I have then requested them to return the device to me so that I can sell it to a more upstanding company and have not received the tracking number. I need my device back

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that you have received information stating the device has Bad *** even though you believe this not to be the case.

  I have looked into this and can confirm the *** is showing as bad. The device has been marked for return and will be sent shortly. 

• Initial Complaint

  Date:09/28/2022

  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.

  Requested sell of iPhone, and received a quote that was valid for 28 days. The iPhone was sent prior to the 28 day period which is confirmed via the *** tracking number, *****************.Upon receipt this sat in the warehouse for days and upon finally being processed, the 28 day period had now expired and therefore my offer was reduced by almost 25%.I would like my initial sell offer to be accepted as it was sent and in your possession via *** prior to the 28 day period expiring.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that your price has been revised due to the length of time which has passed since you placed your order with Decluttr. I am also very sorry that you have felt the need to make a complaint regarding this. 

   

  We have looked into your order, and can confirm that it was placed on 23rd August 2022. Allowing 28 days for this item to arrive with us, and be processed. We go from the date that the item is marked as delivered by the courier. 

  The item was not delivered until 23rd September 2022, as can be seen via the *** tracking 1Z867E8W9093823104. 

  The 28th day after this order was 20th September, and therefore the order is not eligible for the full original price. We will not be reviewing this any further, and the revised price of $603.00 stands. 

  Please let us know if you would like to accept or decline this, by responding to the offer before Monday 10th, as the offer will expire and automatically accept on this date. 

  I am very sorry for the inconvenience and that this is not the response you hoped for however the tracking shows the item was delivered to us on 23rd September. 

   

• Initial Complaint

  Date:09/28/2022

  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 placed an order (order number *******) with Decluttr on August 25th, 2022 to sell my iPhone 13 Pro **** The order arrived on Wednesday September 21st, 2022 at 9:41am and was signed for by 'Kelsi.' On September 23rd, I received an automated email from Decluttr claiming that my order arrived outside of the 28 day evaluation period and the offer value was being reduced by $220. However, as proven with the *** proof of delivery - that is incorrect. September 22nd would've been the cut off. It seems my order sat with with the company for two days and they didn't begin the check in process until September 23rd.I tried calling the company on Friday the 23rd to address the issue - the phone number provides a constant busy signal and it is impossible to reach anybody. I've tried multiple days/times during business hours since with the same result.I tried to reach out via their web chat, not possible to reach a person.I then contacted support via a web form on Friday 23rd and have not received a reply. I contacted the business by email again on Monday 26th and have not received a reply. I am afraid the end of the window to accept the revised quote (which I do not accept as the item did arrive within the window) is fast approaching and Decluttr is impossible to reach.Unfairly, customer service is not available during the weekend (although to be *****, they seem to be totally n/a even during working days) yet the countdown to accept the revised offer does not halt on the weekend, so essentially as this drags on I lose two more days of attempting to reach a person.All I would like is the full value quoted for my device to be paid within the next 24 hours as it has now been in their possession for a week.

  Business Response

  Date: 10/04/2022

  I am very sorry to hear that you are unhappy with the revised price offered for your device.

  Having looked into your order, I can see it was not sent via the courier until 21st September. 
  This was over 24 days since the order was placed, and therefore it was not likely to arrive with us until after the time period had passed.

   

  As per our terms and conditions, if you fail to send your Tech items within twenty four (24) days from the date your order was placed, we may revalue the item. 

  As this was not sent until after the 24th day, the revised price stands, and we will not be offering any further payment for the item. Please response to the revised offer, as it is due to Automatically accept after 14 days, which will be on Friday. 

  I am very sorry this is not the response you were hoping for however you must agree to the terms of sale before completing an order with us. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18141540
  
  I am rejecting this response because:

  Please send me a link to your T&C page where this "24 day" information is listed.  On the 'Valuations' page of your T&C (https://www.decluttr.com/terms-conditions/valuations/) it simply states:

   

  "For Tech, the price offered to you is valid for twenty-eight (28) days from the date that the price is offered to you. If we do not receive and process your items in this period, we may revalue your items."

   

  NO MENTION OF 24 DAYS.

   

  On the ****************** Guide' page (https://www.decluttr.com/terms-conditions/transaction-times-guide/) there is again, NO MENTION OF 24 DAYS.

   

  If this is in fact policy, it is unfairly hidden from the customer and regardless, seems an arbitrary rule in conflict with your policy that the tech item has to arrive within 28 days, which once again, my item did arrive within the window.  How can you have a policy that says an item needs to arrive within 24 days but also within 28 days? That does not make sense.

  At several places in your materials, it is mentioned that you pay within one day of the item arriving. In the case of my order, you didn't hold up your word as my item wasn't checked in until 2 days later, putting it outside of the window.  On the Welcome Pack email:

  "We pay the day after your items arrive"

   

  This response also conflict with another complaint on the BBB site dated 09/19/2022 where another client had the same issue - the item arrived near the end of the 28 day window (and also after 24 days) and the processing time from Decluttr put it over 28.  In the end, you credited them the full amount.  I've copied the response here: (As the system clearly shows that the item was received on the 28th day, I can confirm we will be honouring the original price and issuing payment for the missing $174.00. Please allow 3-5 business days for this to be received. ) How is my case any different?  It's not.

   

  Please review my account history.  I've sold many items to Decluttr without issue and thankfully have never had to contact your customer support or raise the issue with the BBB which is why I am even more surprised about the issue with this one.

   

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

  Business Response

  Date: 10/04/2022

  I am very sorry you are unable to locate the terms we are referring to. 
  
  The 24 day window can be seen mentioned on the page of our terms and conditions under Quality Assessment - Tech. Or here: https://www.decluttr.com/terms-conditions/selling-your-stuff-quality-assessment-selling-tech-items/
  As per the page linked, if the item falls outside either of the timeframes listed, the original price will not be honoured. On this occasion, the item was not sent within the 24 day time frame required. 
  The complaint referred to is completely unrelated to this order and situation, and having reviewed internal contact and other details, or decision for this was different to your situation. 

  We will not be discussing any other complaints further, unless they are in relation to your specific order. The item was sent outside of the 24 day time frame and the decision is final. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18141540
  
  I am rejecting this response because:

   

  My order was placed on 8/25.

  24 days later would be 9/18.

  My order was dropped at *** on 9/17. See attachment.

  28 days later would be 9/22.

  My order arrived to you on 9/21 at 9:41am.

  Please credit the full amount today as I have followed your terms.

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

  Business Response

  Date: 10/05/2022

  I am very sorry you are unhappy with our decision. 
  The order was placed on 25th August, meaning it would need to be sent before 18th September to be covered by our 24 day sending policy. The tracking does not show that the item was received on this date. If you have any proof of postage to indicate otherwise we can review this, however the screenshot provided only shows the delivered date. 

  As per our terms and conditions:

  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.

   

  On this occasion, term A was not met, and therefore we cannot review the revised price unless you have valid proof of postage indicating the item was in transit on 17th September or earlier. 

   

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18141540
  
  I am rejecting this response because:

  I attached the *** "Drop-Off Package Receipt" on my last reply. Sorry if you overlooked it.

  I've reattached it here and I've highlighted the Drop-Off Date/Time in a green box for ease.

  As you can see, and as I stated before, this was dropped off on Sat Sept 17 at 1:24pm.

   

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

  Business Response

  Date: 10/05/2022

  Thank you for providing the receipt requested. 

  Please accept our apologies, this attachment did not come through initially. 

  We have reviewed this and can confirm that as this is evidence of the date the order was sent, we will be honouring the full price.

  We have accepted the revised price, and will be issuing a separate payment of $190.00 to cover the difference in price.
  We are very sorry for the inconvenience caused regarding this situation. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18141540
  
  Thank you. I'm glad you've finally decided to do the right thing, after holding my device hostage for 14 days and after countless attempts to contact you and restate my case, hours of wasted time, when it was obvious from the get go that my device arrived on time, was in the condition stated, and deserved to be compensated for the full quoted amount.

  I've thankfully received the $190 via PayPal much earlier today (in fact, 1 hr 40 min before you replied on BBB) but I have yet to receive the majority of the value for my order, $676. When can I expect that payment to be processed?

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

  Customer Answer

  Date: 10/06/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

• Initial Complaint

  Date:09/28/2022

  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 want decluttr to return my 9 iphones right away, no delay, decluttr has been delaying for almost a month.My order numbers ******* ******* ******* ******* ******* ******* ******* ******* ******* my iphone is worth $3000~4000 If I still haven't received my iphone by next week I have saved my phone configuration and contact records and will report decluttr fraud if decluttr still wants to get my phone for free. It is a scammer company and I will call the police to prevent more people from being scammed by decluttr.I will tell all the media and provide evidence I must let fraudsters receive legal punishment to prevent more people from being scammed

  Business Response

  Date: 10/04/2022

  Thankyou for contacting us regarding your orders with Decluttr.
  I am very sorry that you have had ongoing issues and have felt the need to open a complaint.
  I can confirm that the devices have been returned to you.
  Order ******* has been returned to you via *** with the tracking 1Z867E8W0391958707.
  Order ******* has been returned to you via *** with the tracking 1Z867E8W0398560696.
  Order 1384420  has been returned to you via *** with the tracking 1Z867E8W0393465825.
  Order 1384212  has been returned via *** with the tracking 1Z867E8W0391984214.
  Order 1384184  has been returned via *** with the tracking 1Z867E8W0395248879.
  Order 1376990 has been returned via *** with the tracking 1Z867E8W0395966174.
  Order 1376951  has been returned via *** with the tracking 1Z867E8W0392807798.
  Order 1368854  has been returned via DHL with the tracking ******************************.
  Order *******  has been returned via *** with the tracking 1Z867E8W0397589051.
  
  Order 1376951 and ******* were marked as delivered to the address on your account on 14th September. The other *** orders were delivered on 20th September.
  The DHL tracking shows the other order was delivered on 29th August.
  Each tracking shows the delivery was successful. 

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent 61 dvds at an agreed upon price. They never sent the 18 dollars they agreed to. I have contacted them several times and still have not received the money. Three weeks ago they promised in writing to have it sent via direct deposit in two days. Stil nothing. They appear to be a fraudulent operation.

  Business Response

  Date: 09/28/2022

  I am very sorry to hear that you have not yet received payment for your order, and felt the need to make a complaint about Decluttr. 

  I have looked into your order, and can see payment for the order was made on 16th September.

  This payment failed due to incorrect bank details and therefore we would require you to update your payment details so we can re-process this.

  Please let us know when this has been done. I am very sorry for any inconvenience caused. 

• Initial Complaint

  Date:09/27/2022

  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 recently got a quote from decluttr on September 6th, 2022. They were offering me $270 for my MacBook air 2017. I shipped my item on September 20th, 2022. The Postal record indicates that it arrived where the prepaid shipping label they provided me on September 23rd. I've been in contact with them via the customer support chat box on their website over the weekend. They have been EXTREMELY unprofessional on there. They've lied to me countless times saying "You should receive a confirmation email tonight" or "The item was scanned at our warehouse and you will be paid soon" all of it is LIES. They say this every day I've reached out to them, and on the website, it still says "AWAITING YOUR ORDER" I have no idea what kind of scam their running but I will NEVER do business with this company again. I sent in an item worth $270 and now all they're doing is blowing me off. This is very frustrating as I need to pay bills and they took an item that was worth a lot of money that I needed. I don't know how this is even remotely legal to offer cash to people and have them send out electronics worth hundreds of dollars and not pay them. I want my item back or my money NOW!

  Business Response

  Date: 10/03/2022

  I am very sorry that no update was provided regarding your item which was sent in to sell to us.

  Having checked, I can see the item arrived and failed our quality checks. As you declined the revised offer, the item has now been returned back to you via **** The tracking for this is 1Z867E8V0399132612. 
  I am very sorry for any disappointment or inconvenience. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18137716
  
  I am rejecting this response because:

  I had it shipped in bubble wrap and there were no issues with the product. I never had declined it your system automatically declined the offer for me. One of your employees said that they would cancel the order being shipped out and I would get the money for the revised offer. Nonetheless my item was tampered with and you guys didnt even ask for my SHIPPING ADDRESS. Im Going to ship my item back out and I want my $270.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/04/2022

  I am very sorry for the inconvenience regarding this matter. 

  A member of our customer service team informed you that they had requested for the item to be placed on hold, however they informed you that they could not guarantee this. 

  As such, the item is showing as Faulty condition due to the lid hinge being broken and the trackpad not working correctly. The offer was provided on 28th September, and was declined at around 5pm the same day. 

  This is showing as done by you manually, rather than a member of our team. 

  I am very sorry you wanted to receive the revised price.

  The item has now been returned to you, and has been sent via *** the tracking 1Z867E8V0399132612. Unfortunately our customer service team were unable to guarantee that this would be stopped, and did mention this to you. I am very sorry this is not your desired outcome regarding this. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18137716
  
  I am rejecting this response because: When I shipped it to you guys both of those wern't issues because I had it evaluated by an apple worker. Then you guys ship it out to an address that I am not able to get the computer from because I'm out of town. So now you've not only lied and deceived me and possibly tampered with my items when there was the 4 day stretch where your employees were lying to me about the status of my item, but now I can't even get my macbook back because you didn't ask for my shipping address. I will never be doing business with you guys ever again after this experience. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/27/2022

  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 received a quote to trade in my Apple iPhone to Decluttr on August 28th, 2022. The terms of the business clearly state that they must receive the device by the 28th day after the quote is generated. I shipped my device to them using the prepaid *** label they provided and it was confirmed as delivered to them (via *** tracking) on September 23rd -- 26 days after the price I was quoted.Today, September 27th, I received an automated email informing me that the price they will pay me for my device had been revised to $150 lower because it had been longer than 28 days since they "received the device." There is no way to contact anyone from theirs support team in a timely manner and this is clearly a time sensitive issue. Their customer support "chat" function is an automated bot that is designed to never actually get you to a human customer support representative. They have no phone number to speak of. It is incredibly frustrating to see a business go through the trouble of posting such clear terms and conditions only to have them completely disregard them when it suits their bottom line.I expect to be contacted and have the "revised" offer revised yet again back to the original price I was quoted.

  Business Response

  Date: 10/03/2022

  I am very sorry to hear that the price offered has been revised due to the time that has passed since the order was placed. 

  Looking into this, I can see our customer service team have now resolved this and processed the correct value payment as requested. 

  I am very sorry for any inconvenience caused. 

  Customer Answer

  Date: 10/03/2022

  **************** has in fact contacted me and has told me they are going to process the original payment promised--however that has NOT yet happened. Please keep this complaint open until the payment is actually processed as promised. I will be sure to update when that happens.

  Business Response

  Date: 10/05/2022

  I can confirm that the payment was issued yesterday. Please let us know if you have not received this by this evening and we can look into this for you. 

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