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:02/03/2025

  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 wanted to sell my cellphone so i found this company online. They mailed me a box and shipping label to ship my phone. They initially offered me $396 for my phone, but after they recieved it they changed the offer to $80. I refused the offer and asked them to send my phone back. They said i had to pay them $20 before they would send it back. Nowhere on their website did they say they charge you for sending the phone back or i never would of done it. I just want my phone back.

  

  Business Response

  Date: 02/05/2025

  We appreciate the customer's feedback and sincerely apologize for any inconvenience the return fee may have caused.

  
  To clarify, the customer's ******* device was identified as being linked to a financed plan and was not fully paid off. Since financed devices can be blocked at any time due to an outstanding balance, they do not meet our eligibility criteria. As stated clearly on our website, devices must be "free of financial obligations, leases, and contracts."

  
  Additionally, our Terms and Conditions and FAQs outline that a return fee applies to devices that do not meet our criteria. Unfortunately, a financed device falls under this category.

  
  That said, we have addressed this matter directly with the customer and consider it resolved.

  
  

  Customer Answer

  Date: 02/06/2025

   
  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:12/10/2024

  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 don't really have a complaint actually I have a compliment their website was easy to navigate and the estimate they gave me seem fair especially since my s20 or my S8 plus tab is in flawless condition and I mean flawless so if they grade it anywhere else but flawless I will be mad because it's literally been touched four times in 2 years and not dropped no scratches looks brand new I even sent it in it's pretty little butterfly case just to make sure that it got there in one piece also for those of you who say that they said that they received a damage that's why you purchase the insurance that way even if they do say that stuff they still have to pay you or somebody still has to pay you. Also I'd like to know that I paid $50 for the expedited service that is two-day shipping and 8 hours within 8 hours of arrival they have to inspect it and then send you your final offer I'm timing them I better have my money by Friday and I also chose not to get a check in the mail because who does that I want mine electronic payment via ****** because well it's right away.

  Customer Answer

  Date: 12/19/2024

  I reject this response. Yay. They're sending me my tablet back. Too bad it's damaged now and it wasn't before. Funny how everyone who has requested them to use that insurance they claim they have, they've refused to file a claim. Returning my tablet doesn't fix it. 

  Customer Answer

  Date: 01/04/2025

  The company mailed my item back, but I had to threaten them with legal action. I believe this is their scam they get people to send them their pricey electronic devices, scam them into buying fake insurance, because at the end of the day there is always that to fall back on. They damaged my item and lied about other damages. Where the * pen goes, was not scratches up. They refused to file an insurance claim and after several days of arguing, finally ending in threatening to press theft charges, they sent it back. I want it noted that I had to threaten them. They were not going to return it on their own.

  

  Business Response

  Date: 01/15/2025

  We truly appreciate the customers kind words about our websiteit means a great deal to us.
  
  Regarding the customers concerns about their device, we regret to inform them that upon inspection, the device was not received in the Flawless condition as initially described. Our evaluation revealed wear and tear, particularly on the back of the device, as well as a slight bend in the frame.
  
  We diligently processed the device within the promised timeframe. However, since our revised quote was not acceptable to the customer, we returned the device free of charge.

  Customer Answer

  Date: 01/25/2025

  I actually did respond. I said yes it was resolved, but not to my satisfaction, because I shouldn't have to fight that hard for a business to be honest and do what they say I'm horrified that you continue to give them a good rating, giving people false hope that the business is honest, when it's actually a scam to get people's electronics for free, reselling them for way more than they should considering the item is "damaged". They say they have shipping insurance but refuse to file a claim or send the "damaged" item back. So that would be a no to the satisfaction part 

  Customer Answer

  Date: 01/27/2025

  I actually did respond. I said yes it was resolved, but not to my satisfaction, because I shouldn't have to fight that hard for a business to be honest and do what they say I'm horrified that you continue to give them a good rating, giving people false hope that the business is honest, when it's actually a scam to get people's electronics for free, reselling them for way more than they should considering the item is "damaged". They say they have shipping insurance but refuse to file a claim or send the "damaged" item back. So that would be a no to the satisfaction part 

  

  Business Response

  Date: 02/18/2025

  We sincerely regret to hear about the customer's dissatisfaction and truly understand their concerns.

  Unfortunately, we were unable to proceed with an insurance claim, as there were no visible signs of external damage to the box. For *** to consider a claim, there must be clear indications of damage to the packaging that would account for the issue reported.

  Additionally, the device was promptly shipped back via ****, and tracking confirms it was delivered on December 23, 2024, at 12:52 PM to the front door/porch. We have attached relevant screenshots for your reference.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate the customer's patience. We are committed to improving our processes to ensure a better experience in the future.
  
  The customer is welcome to contact us directly if there is anything else we can assist them with.

• Initial Complaint

  Date:11/08/2024

  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 send my iPhone 13 Pro unlock to them they give me a quote , when they get phone right away emailed price change because scratch on screen , I agree new price , that was mistake then they send check told me the story that mail can take up to 15 days , I check with **** they said imposible , told the company no I want money overnight or my phone back they said nothing they can do , now they not responding , is now 8 days that they said the mail check , they mislead me please help me , Thank you

  

  Business Response

  Date: 11/20/2024

  We are saddened to learn about the customer dissatisfaction. While this is uncommon, we recognize how important timely receipt of payments is to our customers. We completely understand how waiting eight days for its arrival could be frustrating, and we truly valued the customer's patience.

  However, the transit time from ********** to ******* (Customer's Location) combined with occasional **** delays, can sometimes exceed their typical advertised timeline of 15 business days

  Unfortunately, we do not offer overnight service for our mailed checks and hence could not provide that as an option to our customer. This could be something we may consider introducing in the future.

  Customer Answer

  Date: 11/20/2024

   
  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:09/30/2024

  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.

  I sent a iPhone 13 Pro Max to ****************** to buy the phone was in great shape but they said it wasnt so I requested the phone back they said they would return it I have proof of this instead they got rid of my phone, I want my phone back I did not tell them to get rid of that phone, either they return my phone or I want ****** for it I can get that out of even on a trade back in they offered ****** for the phone, I would rather have the phone back I put down refund but Id rather have my iPhone pro max back, I did not give them permission to recycle my phone the replacement has to be the same as mine and in good shape

  

  Business Response

  Date: 10/14/2024

  We sincerely appreciate the customer's feedback and are disappointed that we did not meet their expectations.
  
  The customer described their phone as an iPhone 13 Pro Max, Unlocked to work for any carrier, and in Flawless condition. However, upon inspection, we found that the device was an iPhone 13 Pro Max ****** to ************** and in Fair condition. Unfortunately, we do not purchase devices locked to **************, which is why we were unable to make an offer. Our website clearly lists the carriers we accept.
  

  We have since returned the device to the customer, and it can be tracked with the number **********************. If the customer requires any further assistance, we are more than happy to help.

• Initial Complaint

  Date:09/28/2024

  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.

  Warning that this company is a scam do not do business with them!!!

  

  Business Response

  Date: 10/13/2024

  We appreciate the customer's feedback and sincerely apologize for their experience with us. Our records indicate that we informed the customer via email that their iPhone 13 mini was locked to their iCloud account therefore could not purchase it unless the lock was removed. Attempts to remove their device from their iCloud account were unsuccessful, as such, we arranged for it to be returned.

  Regarding the customer's second device, our investigation revealed that the inspection error stemmed from a malfunction in our testing software, which has since been fixed and explained to the customer. 

  If the customer successfully removes the iCloud lock, we would be happy to facilitate a trade-in for that device in the future.

• Initial Complaint

  Date:05/29/2024

  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 a iPhone 15 Pro *** to BuyBackTronics in March expecting to get a $936 check in exchange for the device. I sent it via ***** with a prepaid shipping label provided by BBT. The day they received the box they claimed the phone was not in it but there was a 2nd charging cable (along with the charging cable and block that I provided) and they amended my quote to $0. There are only two possibilities I could think of. Someone with ***** stole it or BBT was scamming me. They did send a $100 insurance check (which did clear) after weeks of back and forth and told me they filed a claim with ***** for the rest of the money. They gave me the name of their ***** claims specialist, *************************. I asked if I could speak with her and they said they couldn't allow that to happen. I waited a few more weeks. I kept checking with them and they couldn't answer my questions which were all valid about the claim process which they would have known about if they had actually filed one and for any kind of update they had for me. They continued to give the run around. Finally in early May two months after initial contact, I call/email asking firmly for an update and they all of a sudden tell me ***** denied the initial request for the claim way back when and they refused to give a reason. They stop responding to me at this point. The phone customer service rep who knew all my details told me he had no information and that I had to keep emailing them but of course, nothing. I'm positive that BBT did receive the phone and just didn't want to pay me for it. They refused to help figure out what really happened and I was constantly given the run around. When I called ***** they gave me information that confirmed my belief that I had been scammed such as the timing of everything, the claims process and that there was no reason why ***** would deny my claim before even investigating it, if there was even one to begin with. Before I drag in lawyers, I'm hoping you can resolve this. Thanks!!

  Customer Answer

  Date: 06/13/2024

  Hello,

  I understand you have not received a response from BuyBackTronics in regards to my complaint. I'm not at all surprised to hear that. They stopped returning my emails and phone calls a while ago most likely due to the fact that they realized I had caught on to them trying to scam me.

  Is there any other way we can go about all of this or is attempting to contact them the only option as of now?

  Thanks,

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

  

  Business Response

  Date: 06/24/2024

  Hello,
  
  We apologize for the frustration and inconvenience caused to the customer during this process. Please be assured that we have been diligently working with ***** on this matter, following up on several occasions and providing all necessary documents for their review. As it currently stands, we have supplied ********************** with a document at his request.
  
  If the customer requires any further assistance, we are available via our toll-free number at ************** or by email at ************************ We remain committed to offering any support needed to ensure this is resolved satisfactorily.

  Customer Answer

  Date: 06/24/2024

   
  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:05/09/2024

  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 had sent my iPhone 11 to buybacktronics back in dec2023. Dec20 2023 got email saying they needed me to disable a feature. That same day I disabled the feature and sent an email back saying I did what they asked. Didnt receive anything else from them. Feb 2024 I sent an email asking what the status was on my device. No response. May 2024 I called to find out what is going on or wasnt scammed. A gentleman answered phone ( no name given). Asked for my trade in. Gave him the number ******. He proceeds to tell me my iPhone went to recycle and that was it stating I never responded back. He claims an email was sent in Dec after I sent mine in Dec. never said what email was regarding. Never got an email from them. I said I have proof of all the emails he asked for me to email. No response saying thank you nothing. They kept my device and didnt pay me what they promised of $164. I would like the amount of my phone and time spent dealing with this foolishness

  

  Business Response

  Date: 06/04/2024

  We understand the customer's frustration and sincerely apologize for any inconvenience caused.
  
  To clarify, we have attached screenshots of our replies to the customer's emails on December 20th, 2023, February 2nd, 2024, and May 9th 2024. Regrettably, we did not receive any responses to these communications.
  
  As outlined in our terms and conditions, "if we determine your device to have no commercial value and you do not respond to the amended quote within the three (3) day period, we will recycle your device, and no payment or return of the device will be offered."
  
  It seems that the customer may have an active email filter preventing them from receiving our email. We recommend the customer clear any email filters, contact us from a different email address, or call us at ************** so we can resolve this matter promptly.
  
  Thank you.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21691586
  
  I am rejecting this response because:   The emails that they are claiming they sent isnt even my email that they previous sent me.  I have no filters or blocks.  As my emails show how they emailed me saying to reset phone and me responding back.    This is just another example of their many lies.   The correct email that they should have on file is ***********************
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/18/2024

  As requested, the customer has been contacted via email: ************************************.
  
  While we recognize that the email on file is ************************ we had been responding to emails we were receiving from the customer alternative email which is ******************** For reasons beyond our control, our replies to ******************* were not reaching the customer.
  
  As of this response, our support team has addressed all of the customer's concerns.

• Initial Complaint

  Date:02/09/2024

  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 gave them a phone for trade in. I called and also gave them the correct address over the phone and email. They still lost my package. I want a replacement for an iPhone 15 pro *** as it was shipped by them to the **** in ******* instead of the *** in *******. They have caused monetary damages and emotional pain

  

  Business Response

  Date: 02/19/2024

  We appreciate your feedback and apologize for any inconvenience caused. 
  
  Our records show that the customer's package was successfully delivered to the specified address at a *** Store in *******, **. According to **** Tracking number **********************, the latest update confirms that the item was received at the location on February 9, 2024, at 12:15 pm. Subsequently, we confirmed with the *** Store, and they informed us that the customer had picked up the package later that evening.
  
  Should the customer have any more questions or concerns, they are welcome to contact us by phone at ************** or via email at *****************************************.
  
  

• Initial Complaint

  Date:01/29/2024

  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 was trying to sell my phone with this company but they offered a lower price than I was going to accept and now they are holding my phone hostage if I dont pay $20 for this company to return my phone. I would like my phone sent back at no charge to me.

  

  Business Response

  Date: 02/04/2024

  Hello,

  We do not offer free return shipping on items that are discovered to be linked to a payment plan with a cellular carrier. Our website specifies that devices must be free of financial obligations, leases and contracts. In such scenarios, we would ask the customer to cover the return shipping.
  
  We appreciate the customer choosing to sell to us and welcome them to re-submit their trade-in as soon as they have fully paid off their device. 

• Initial Complaint

  Date:12/13/2023

  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.

  My order #****** arrived on Dec 6th. Now on their website homepage it claims that payment is made the next business day but that's apparently false advertising. It's now the 13th and I haven't got any response about the inspection or what's going on. I'm now worried this is a scam. It even said next business day on the website I found this from (sellcell). I understand there is a $15 fee for fast processing but thay should be clearly stated on the homepage. And It should clearly state the actual amount of days for regular orders.

  

  Business Response

  Date: 12/17/2023

  Hello and thank you for your feedback.
   
  We apologize for any confusion caused by our homepage. Rest assured that we are honest and transparent in our business practices and would be happy to provide more clarity here.
  
  Standard processing has and continues to be 3-5 business days. However, we do offer optional Expedited Processing at checkout that guarantees one business day turn around time. However, as of early December, due to a spike in trade-ins received this holiday season; for a temporary period; our standard processing time has moved to 5-7 business days.
  
  Device(s) still go through the standard waiting period as mentioned on our FAQ's > www.buybacktronics.com/faq > How does it work?. The only time we inspect and pay on the same day the item is received is when the "Expedited Processing" option is selected at checkout.
  
  Again, we appreciate the customers feedback and apologize for the confusion.