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:11/05/2024

  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.

  Oct 2023 I bought a macbook for my daughter. it was a refurbished device. my daughter after 9 months had a cracked screen. two months ago I replaced the screen. somehow the activation lock on this device was triggered. All I need is the serial number on the invoice for ***** to reset it, which otherwise they won't do. This business is in the business of reselling apple devices and should be aware of this. Yet, they have so far refused to provide a receipt with the serial number, which I need to be able to use this device as currently it is activation-locked. I have so far wasted money on a device that has a software manufacturers's blocking of it, which could be resolved if this reseller kept track of serial numbers of the devices that they sell. Would never buy from them again. there is no human customer service and no phone number.I spent ****** and 300 on a screen replacement

  Business Response

  Date: 11/26/2024

  Re:   Complaint ID  ********;  ****** ********
  
  Customer Order Information: 
  Amazon Order ID : *******************
  Order Type: *** (Fulfilled by ******)

  Dear Mr. ********************* you for bringing your concerns to our attention. We understand how frustrating this situation must be and would like to provide clarity regarding your purchase and the circumstances.
  

  The item in question was purchased as an Amazon Fulfilled order (***). In such cases, while we are the seller, ****** manages the storage, shipment, and device tracking, including serial numbers associated with the orders. Unfortunately, as part of the *** program, we do not have direct access to serial numbers for these items, as they are handled entirely by ****** during their fulfillment process.
  

  Regarding your mention of replacing the screen, we want to note that our warranty covers only manufacturing defects and does not include physical damage such as screen cracks, tampering, or any user-caused damage. As your replacement occurred outside the sellers 90-day warranty period and involved physical repairs, it would not fall within the scope of our warranty.
  

  We kindly recommend contacting ******* customer service team directly, as they may be able to assist further with the serial number required to address your issue. ******* policies for *** orders and device tracking are detailed here: Amazon *** Policy.
  

  We sincerely apologize for the inconvenience this has caused and hope ****** can assist you in resolving this matter promptly. Please let us know if we can provide any additional information or documentation to help facilitate your communication with Amazon.
  

  Sincerely,

  ******* Cu for ***** *********
  Customer Success Manager
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 bought an IPhone 12 less than a year ago and it already broke. The screen on the phone doesnt swipe up. We are unable to use it. I contacted the company to ask to fix my phone, but they keep referring me to ******. While Amazon refers me back to them. They are the company I bought from, and they can fix my phone!! All I want is accountability so I can send my phone back so they can fix it!! Please help me.

  Business Response

  Date: 10/24/2024

  Subject: Response to BBB Complaint ID ******** - ********* *****
  
  Hi,

  Thank you for reaching out and sharing your concerns with us. We would be glad to look into this for you and find a suitable resolution. To assist you further, well need a bit more information. Kindly provide us with the following details:

  - The Order ID
  - The Marketplace from which you purchased the iPhone
  - OR The original tracking ID used to send the item

  
  Once we have these details, well research the order and work on applying the necessary resolution to your complaint. Were committed to resolving this for you as quickly as possible.

  
  Looking forward to your response!

  Best Regards,
  
  
  ******* Cu for ***** *********
  Customer Success Manager
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

  Customer Answer

  Date: 11/03/2024

  Please find order number below

  Order # 114-4878619-6108208

  The phone 12 was bought on October 22nd of last year. It cost $358.24. 
  

  Thank you

  Business Response

  Date: 11/15/2024

  Subject: Response to BBB Complaint ID ******** - ********* *****
  
  Customer Order Information:
  Amazon Order ID : *******************
  
  Dear *********,
  
  Thank you for reaching out and sharing your concerns regarding the iPhone 12 you purchased. We sincerely apologize for the inconvenience you've experienced. We understand how important it is to have a fully functioning device, and we value the opportunity to address your concerns.
  
  Upon reviewing your order, we found that it was processed and shipped directly by ****** through their Fulfilled by ****** ************** In these cases, ****** manages all aspects of order fulfillment, including shipping, returns, and warranty claims. As part of their process, ****** provides a 90-day seller warranty for such items and is the appropriate party to assist with processing returns, repairs, or refunds. As the seller, we rely on ******'s established procedures to address these concerns and assist customers effectively.
  
  We understand that being referred between parties is frustrating, and it is never our intention to leave you without clear guidance. To ensure a resolution, we recommend contacting ************************ team directly, as they are equipped to address concerns related to *** orders, including warranty repairs or returns. Please provide them with your order details, including the order ID, to expedite the process.
  
  While ****** is the appropriate channel for processing your concern, we want to assure you of our full support. If ****** requires any documentation or information from us to assist with your case, we are more than willing to provide it promptly to help resolve this matter to your satisfaction.
  
  We value your business and are committed to ensuring your concerns are addressed. Please dont hesitate to reach out if there is anything further we can do to assist you.
  
  Thank you for your understanding, and we appreciate the opportunity to resolve this issue for you.
  
  Best Regards,
  
  
  ******* Cu for ***** *********
  Customer Success Manager
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

  Customer Answer

  Date: 11/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22298820
  
  I am rejecting this response because:
  
  I have already contacted ****** and they stated that I have to contact the seller. YOU ARE the seller and you sold me a defective phone. Why cant you just fix the phone??? This has never happened with any phone we ever bought.  The phone broke in months. This is ridiculous. You guys have a company. Why cant you just repair the phone?? Please just repair the phone!!
  
  

  Regards

  
  **** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/26/2024

  Subject: Response to BBB Complaint ID ******** ********* *****

  
  Dear *** *****,
  

  Thank you for reaching out to us regarding your concerns about the phone purchased through ******. We understand your frustration and appreciate the opportunity to clarify the situation.
  

  The item in question was purchased as an Amazon Fulfilled order (FBA). This means that while we are the seller, ****** handles the storage, shipping, and, in many cases, the return and warranty processes for items sold under their FBA program. Given that the order was shipped on October 24, 2023, and the seller warranty period of 90 days has elapsed, ******'s policies require that customers coordinate directly with them for any post-warranty concerns or resolutions.
  

  We kindly encourage you to contact ****** directly to discuss the next steps for addressing your issue. You can refer to Amazons FBA policies here for additional details: Amazon FBA Policy.
  

  We apologize for any inconvenience this has caused and hope ****** can assist you further with your request. Please let us know if you require any additional documentation or information from our side to aid in your communication with Amazon.
  

  Sincerely,

   

  ******* Cu for ***** *********
  Customer Success Manager
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

  Customer Answer

  Date: 12/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22298820
  
  I am rejecting this response because:

  Buyspry.com sold me a bad phone. They have the capability of repairing the phone, but they choose not to do it. They keep referring me to ******, but ****** referred me back to them. THEY as the seller sold me the phone. I never had a phone break within months. It just shows that they just care about selling, but do not care about the customers afterwards. Why cant they just repair the phone I bought from them? Buyspry is not reliable.  I have never had a problem with ******. they always refunded anything that wasnt good.  Buyspry shouldnt be allowed to sell at ******.  You guys have bad practices and cannot be trusted.

  Regards,
  
  A Welsh
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/24/2024

  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 ordered a reburbished iPhone 12 64 GB unlocked phone from Spry via the reseller BackMarket in June. The phone I received was DOA, even after charging for days and plugging it in to my computer. Took it to the **** store where they confirmed after a hard reset that the phone was broken. The screen would flash and then turn ******* a return authorization from BackMarket and sent the phone back to Spry (the seller). They said the iphone is not the one they sent. The **** on the receipt was different from the phone that was returned. We went back and forth for two months about this before they finally said "Too bad, maybe you can fix the phone and then resell it to us."This may be the worst online buying experience I have ever had. I am out $282 and have a broken phone in return. The ONLY reasonable explanation is that Spry made a mistake and sent me a different IMEI than the one they recorded on the receipt. I returned the phone they sent me and now I'm out $282. Unbelievably bad experience.

  Business Response

  Date: 09/23/2024

  Subject: Response to BBB Complaint ID ******** - ***** ********
  
  Customer Order Information:
  Backmarket Order # *******
  iPhone 12 64GB - Blue - Unlocked
  
  Dear colleagues,
  
  
  Thank you for providing us with the opportunity to address the concerns raised by the customer in Complaint ID: ********. We appreciate your diligence in ensuring a fair resolution for both parties involved.
  
  We would like to extend our sincere apologies for the inconvenience and frustration the customer has experienced with the ordered item: reburbished iPhone 12 64 GB purchased from BuySpry Backmarket storefront.
  
  Upon receiving this BBB complaint, we conducted a thorough investigation with our Returns and *************** teams and have the following findings:
  
  (1) Initial Complaint: The customer first reached out because the iPhone 12 (64 GB, Blue, Unlocked) received did not power on. We understand how disappointing this must have been, and a return process was initiated through BackMarket.
  
  (2) Return Process: When the item was returned to us, the device we received did not match the original item we shipped. The serial number of the returned phone (S/N: ******************************* did not correspond to the serial number of the phone originally sent which is (S/N: ***************). Additionally, the returned phone had iCloud enabled, which was not the case with the device we shipped.
  
  (3) Back-and-Forth Communication: After thorough communication and providing necessary evidence to BackMarket, it was determined that the returned device did not match our records. Based on the guidance from BackMarket, we returned the incorrect device as instructed.
  
  (4) Final Resolution: We want to reassure that on August 25, 2024, BackMarket issued a full refund of $278.90, covering the total cost of the purchase. We understand this situation was frustrating, but please be assured that we have adhered to the return process in compliance with marketplace policies.
  
  We sincerely hope that this resolution meets your expectations and helps rectify the inconvenience. We understand the importance of quality and safety, and we are committed to ensuring that our products meet the highest standards.
  
  Your feedback is invaluable to us, and we assure you that we will use this experience to continually improve our customer service and product quality. If you have any further concerns or if there is anything else we can assist you with, please do not hesitate to reach out.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding. We are more than willing to provide any additional information or clarification if required. Thank you for your time and consideration.
  
  
  Best Regards,
  
  
  ******* Cu for ***** *********
  Customer Success Manager
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

• Initial Complaint

  Date:02/16/2024

  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.

  On February 10, 2023, I bought an iMac 2019 refurbished computer from BuySpry.Within just five months of purchase, the computer's power cord melted and burnt, posing a significant safety concern.What is particularly concerning is that the power cord provided with the computer was third-party, despite BuySpry being an authorized Apple reseller. This negligence in ensuring quality and safety standards is unacceptable. While I understand that the issue occurred beyond the warranty period, the fact that the machine itself became a safety hazard within such a short timeframe raises serious questions about its quality and safety.Despite numerous attempts to seek assistance from their customer service, I have been met with utter disappointment. Their responses have been unhelpful and impersonal, consisting solely of automated messages that fail to address the severity of the situation. As a customer, I expected better support.I kindly request your assistance in investigating this matter and ensuring that appropriate measures are taken to address the safety hazard caused by BuySpry's product. Additionally, I seek compensation for the inconvenience and potential danger caused by their negligence.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  Business Response

  Date: 03/05/2024

  Subject: Response to BBB Complaint ID ******** - ***************************************
  
  Customer Order Information:
  Amazon Order : 112-3147778-1505005
  
  Dear colleagues,
  
  Thank you for providing us with the opportunity to address the concerns raised by the customer in Complaint ID: ********. We appreciate your diligence in ensuring a fair resolution for both parties involved.
  
  We would like to extend our sincere apologies for the inconvenience and frustration the customer has experienced with the ordered item: iMac 2019 refurbished computer purchased from BuySpry Amazon storefront.
  
  Upon receiving the BBB complaint, we conducted a thorough investigation into the reported safety concern regarding the power cord. We understand the severity of the situation and would like to extend any inconvenience for any distress it may have caused.
  
  Our Warehouse team has been notified about the power cord issue, and we are actively working to enhance our shipping and delivery processes to prevent similar incidents in the future. Additionally, the matter has been escalated to our management team, and we have handled it with the utmost sensitivity.
  
  Despite the purchase being outside the standard warranty period (90 days for Amazon), we recognize the gravity of the situation and, in an effort to address the concern promptly, have accepted the return of the device for a full refund. The refund, amounting to $784.99, was processed through Amazon on February 28, 2024.
  
  We sincerely hope that this resolution meets your expectations and helps rectify the inconvenience and potential danger caused by the power cord issue. We understand the importance of quality and safety, and we are committed to ensuring that our products meet the highest standards.
  
  Your feedback is invaluable to us, and we assure you that we will use this experience to continually improve our customer service and product quality. If you have any further concerns or if there is anything else we can assist you with, please do not hesitate to reach out.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding. We are more than willing to provide any additional information or clarification if required. Thank you for your time and consideration.
  
  
  Best Regards,
  
  
  ***************** for *****************************
  Customer Success Manager
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

• Initial Complaint

  Date:01/03/2024

  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.

  The product was never received. BuySpry indicates that they refunded, but won't indicate where they refunded. I used ****** to purchase the product, but ****** did not receive the refund and I am still being charged by ******. ****** is my original form of payment. My bank, nor my credit card are involved in this transaction.

  Business Response

  Date: 02/09/2024

  Subject: Response to BBB Complaint ID #******** - Non-receipt of Item
  
  
  Customer Order Information: 
  ******* Order : **********************
  Shopping Cart ID: ****************
  
  
  Customer Name and Address: 
  ***************************
  *************************
  Fresno CA *******
  
  Dear colleagues, 
  
  Thank you for providing us with the opportunity to address the concerns raised by the customer in Complaint ID: ********. We appreciate your diligence in ensuring a fair resolution for both parties involved.
  
  Upon investigating the matter, we found that the customer's order (Order ID: ***************** was placed on 10/23/2023 and promptly shipped on the same day using ***** with the tracking ID ************.
  
  Regrettably, the package was returned to our warehouse on 10/25/2023 with the reason stated as "Customer Not Available." Our records indicate that the return was successfully received at our facility on 10/27/2023. Following standard procedures, we validated the return and processed a refund to the customer on the same day, as evidenced by the transaction logged in the ******* backend portal.
  
  It's important to note that the customer utilized Klarna as their payment option. Therefore, the refunded amount should reflect in their ****** account. We want to emphasize that, in this case, the refund has already been provided to the customer, and it would have been processed through ******.
  
  We understand the frustration and inconvenience experienced by the customer due to the return of the package. We sincerely apologize for any inconvenience caused and assure you that we are continually working to enhance our shipping and delivery processes to prevent such occurrences in the future.
  
  We appreciate your understanding in this matter, and we are more than willing to provide any additional information or clarification if required. Thank you for your time and consideration.
  
  Best Regards, 
  
  ***************** for *****************************
  Customer Success Manager 
  The BuySPRY team
  Mon-Fri 9:00am to 5:00pm ET

• Initial Complaint

  Date:06/14/2023

  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.

  On April 22nd I went through a progressive leasing program through ******* from a 3rd party. This ****** ** is terrible . First and foremost it has a battery issue bc today I worked 9- 530 and at 542 pm it was down to 29% now sitting here typing at 1236AM it’s at 60% When I charged it to a 100% a little while ago and I’m using Wi-Fi . This company expected me to troubleshoot my own phone, um is that even something I can do ? And then they’re asking for the refurbished box if came in , um I don’t have the box. So they will get it the way I can send it . They didn’t want to help me unless I followed their instructions. Well I’m not going to be troubleshooting my own phone . They emailed back today and said do steps 1-3 and asap then they will send me a shipping label if I obey what they say. This company is TERRIBLE I wouldn’t recommend them at all just alone with the requests they were asking me so no I didn’t do the troubleshooting and ******* has not take any merchandise past 30 days so I contacted the company via email me. Well I’m not troubleshooting my own , so this is why I’m making a complaint 

  Business Response

  Date: 09/11/2023

  Hello

  I only saw the message on 9/112023

  The customer purchased this item on April 22nd 2023 and asked to return the item for a refund on June 9th 2023. The item was purchased on the ******* marketplace with a 30 days return grace period for a refund. 
  
  The customer first reached out on 6/9/23 stating "This phone isn’t working properly and it’s so hard to take pictures and screenshots I would like to return it and get a newer model."Our customer service representtiive *****, had responded back to the customer on 6/12/2023 due to the weekend.***** apologized to the customer and provided troubleshooting to the customer to see if it could help resolve the issue. ***** also asked for images of the item and the IMEI number to confirm it to provide further assistance with the item.The customer responded the same day that troubleshooting is not a solution and they will not try the troubleshooting and stated that they would contact the BBB ***** then responded back to the customer apologizing again stating the troubleshooting is just for a helpful tool and informed the customer that once we receive the images of the item and the IMEI number we will provide a Prepaid label to return the item.There was no further communication from the customer.That is all the information for the order.
  
  We tried to do our best for the customer even when the order was outside of the refund limits, but the customer did not cooperate with us. 
  
  Thank you