ComplaintsforItsWorthMore.com LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  **** said Tracking number is not valid ********************** for MacBook Pro 15 Retina Mid 2014 2.2GHz i7 16GB 256GB SSD Excellent Condition $299.99Unit price $299.99 Item number: ************ was never received, **** failed to resolve issue.Order was a scam, fraudulent product sales business.

  Customer response

  07/16/2024

  From: ********************* <*******************>
  Date: Mon, Jul 15, 2024 at 1:44 PM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <*****************************************>
  

  
  
  

  Complaint cancelled

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was sold an iPhone 15 pro *** 512gb locked to ***** Used device on **** network for about 3 months to discover the device has been blacklisted and flagged as lost/stolen. Now having issues using this phone on **** network. It was flagged by ******* and cannot do anything to get it unflagged as blacklisted. Its a paper weight at this point.

  Business response

  07/10/2024

  Hi,
  
  We would like to express our appreciation to the customer for contacting us and sharing their valuable feedback via the BBB. We acknowledge the customer's report regarding the matter at hand and offer our sincere apologies for any inconvenience this may have caused. We take blacklisted devices seriously and can confirm that the device underwent comprehensive testing before shipment, with a clean IMEI being verified. However, we understand that unexpected issues can arise, and it is our priority to ensure our customers receive a satisfactory resolution. In line with our commitment to customer satisfaction, we have reached out to the customer directly and proposed the return of the device to us. This matter is considered resolved on our part, unless the customer has further issues they wish to discuss.
  
  Sincerely,

  Customer response

  07/10/2024

   
  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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold my IPAD PRO AND MACBOOK PRO to itsworthmore.com They said i would get ******* for the electronics. They were sent in FLAWLESS SHAPE. The box weighed 9.60 lbs (the ipad/macbook) . They said the box was empty upon delivery. How does a 9.60 pound box come in as empty? PLEASE HELP THIS COMPANY SCAMMED ME. i was selling my stuff for rent and now i cant make it because i relied on trading my items to this company. THIS IS SO disheartening please help *** provided all the documentation and proof please

  Business response

  06/04/2024

  Hi,

   

  We would like to express our sincere gratitude to the customer for taking the time to contact us and share your valuable feedback via the BBB. We have conducted a thorough investigation to obtain a comprehensive understanding of the situation at hand.

  Regrettably, upon inspection, we found that the received box was empty. Ensuring the security of our warehouse is of utmost importance to us, and we maintain 24/7 surveillance systems in place. We have provided video footage confirming that the box was empty upon its delivery to us.

  Just like the customer, we were expecting to receive the specified device as per the offer, and we are eager for the transactions to proceed smoothly. Dealing with missing or lost items is a situation we strive to avoid for our customers.

  We prioritize customer satisfaction and have extended our assistance in initiating a claim with the courier. The investigation is currently ongoing, and rest assured that we will provide continuous updates on the progress of the claim.

   

  Sincerely,

  Customer response

  06/04/2024

   
  Complaint: 21748789
  
  I am rejecting this response because:
  I asked for footage of the package being brought to the package room since they have 24/7 surveillance but they only said I only have footage of 1 min of the box. How is that possible when ************ stated they have 24/7 camera footage. They have yet to find anything and everyone is suspicious. The box was opened prior to footage shown. They can provide more footage but fail to do so. It was an iPad and MacBook Pro 14. I have filed police reports and claims through *** also. I dont take this very lightly as I have been robbed. 
  Sincerely,
  
  *********************************

  Customer response

  06/04/2024

  This guy proceeds to shake the box . If they didnt know it was empty why would you shake an electronic and look into the camera this is a set up. And the lady knows something I watched this video that they provided she looks around she knows. Also I asked for more footage of my package getting brought to that specific location where he opens the box since they have cameras everywhere they stated but they said this was the only footage they had? Its a lie 

  Business response

  06/17/2024

  Hi,

  While we understand the customer's frustration, we take pride in our employees' integrity at work and can guarantee that the package was received empty. We have reached out to the customer directly to provide additional footage that shows the package being scanned in right after the courier dropped the package off. Please note that receiving empty boxes or packages is beyond our control; however, we have offered assistance to the customer, such as filing a claim, as we aim to provide a fair resolution. At this time, the courier investigation is still ongoing, but rest assured that an update will be provided to the customer as soon as the investigation is completed.

  Best,

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to offer ******* THEY KEEP SHIPPING IT TO MY SAME ADDRESS WITH A WHOLE LOTTA RESTRICTIONS AND IT KEEPS GETTING SHIPPED BACK TO THEM AS SOON AS ITS OUT FOR DELIEVERY SINCE *** KEEPS CLAIMING I MOVED IT WHEN I NEVER DID AND I STILL LIVE AT THE CORRECT ADDRESS I CALL THEM AND THEY REFUSE TO HELP OR GET IN TOUCH WITH *** TO MAKE A COMPLAINT OR SWITCH TO A PICK UP LOCATION IF THEY DONT DO THAT AND I GET MY ITEMS BACK I WILL FILE A POLICE REPORT FOR GRAND LARCENY

  Business response

  04/10/2024

  Hi,

  We would like to express our utmost gratitude to the customer for taking the time to reach out to us and share their valuable feedback via the BBB. We understand that this situation is frustrating, and it is certainly not the experience we wanted the customer to have.

  While we made every effort to ensure prompt delivery of the package, we encountered unforeseen challenges beyond our control. The package was returned to us twice by the courier, citing difficulties in obtaining a new delivery address, despite our records indicating that the address provided was accurate. In response to to the customer's request, we promptly reshipped the package to the same address.

  Our goal is never to prolong the return process, and we reassured the customer that we would make another attempt to deliver the package. Unfortunately, due to account restrictions set in place for security reasons, we are unable to accommodate requests for pick-up.

  Upon further investigation, we are pleased to inform that our third attempt to deliver the package was successful, and the tracking information confirms that it was delivered to you on April 04. 

  Sincerely,

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/31/22, I purchased a pre-owned MacBook Pro 14" Silver 2021 (3.2GHz M1 Pro 8-Core CPU/14-Core GPU 16GB RAM 512GB Storage ) direct from ItsWorthMores website for $1,839.09. I received it on 4/4/22. Externally, everything seemed to be fine and the MacBook worked. For 1.5 years I used the Macbook without issues, rarely moving it from my desk at my home office. On 12/10/23, upon waking in the morning, the screen of my Macbook Pro crashed. First, lines developed near where the display cable connects and then after a few seconds the screen went black. On 12/13, I took the MacbookPro to Apple Genius Bar for an assessment. Their technicians found no software issues, no cosmetic damage and concluded the only possibility remaining was a hardware issue. Due to the laptop being new but refurbished, their expert opinion was that there was an error in the refurbishment process. Since I did not purchase the laptop from Apple, they could not offer support but recommended I contact the third-party (ItsWorthMore LLC) that sold me the laptop. I also went to two different local repair shops who both independently agreed it was extremely unusual and a hardware issue. On 12/14, I submitted my case to ItsWorthMore who replied that the laptop was out of warranty (by just a few months) and that they would not provide any support or repair services. Despite my detailed explanation, the technical assessment by Apple, and the laptop's age they refused to take any responsibility or provide any customer support. A top-line Apple laptop <2 years old should not randomly break due to a hardware issue. If purchased directly from Apple they would provide support, however since this was refurbished and sold by a third-party, the responsibility falls on the third-party. Unfortunately, ItsWorthMore has refused to take any sort of responsibility for their products. With expensive, high-end technical products this position is at odds with industry standards and proper business ethics and behavior

  Business response

  04/09/2024

  Hi,
  
  We would like to express our utmost gratitude to the customer for taking the time to reach out to us and share their valuable feedback via the BBB.
  
  We acknowledge the concerns raised regarding the device acquired from us in March 2022. We understand the inconvenience this situation may have caused the customer. The product was sold in flawless condition, with all components being original Apple products, clearly indicating that it underwent refurbishment by Apple and not by our company.
  
  It is important to highlight that our standard warranty offers coverage for a duration of one year from the date of purchase. We acknowledge the expectation that the device should continue working beyond this timeframe, but it's essential to note that the limitations of warranties, even for brand-new devices, are industry norms. Unforeseen issues can occur even after the initial one-year warranty period.
  
  Furthermore, we would like to emphasize that our policies, including our return and warranty policies, are in place to provide clear guidelines for our customers. By completing the order, the customer agreed to adhere to these policies, which are designed to ensure a fair and consistent experience for all customers.
  
  Regrettably, in this situation, we find ourselves unable to offer further assistance beyond the terms outlined in our policies.
  
  Sincerely,

  Customer response

  04/10/2024

   
  Complaint: 21510354
  
  While I appreciate ItsWorthMore LLC for taking the time to respond, I am rejecting this response because: the Company has provided no evidence of its claim that the laptop needed no refurbishment. Furthermore, this misses the point that the company selling a product (in this case ItsWorthMore LLC not Apple), especially a top end product like a MacBook Pro, should assume responsibility for the product working as expected under expected conditions. This product in no way worked as expected. Rejecting a valid faulty product claim and hiding behind a basic warrant & return policy is poor business practice. 
  
  Sincerely,
  *******************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was offered $480 for a MacBook ******** had only been used four times. When I sent it to them and got a response weeks it had gone by and my bills were due. They offered me less without any issues other than minor paint scratches and the power cord was not original and it was original the product was flawless. None of them true I used it four times four years ago. I sent it to them in the original box. I got $400 which is almost 20% less & the condition was that of a brand new model. I knew that if I had asked for it back I would have to pay and if been better off keeping it or selling it on ***** Im buying the new model, I work in real estate as an agent and had to pay $2000 is fees soon, and housing market is not doing well. I just want the total amount they offered me I never spoke to them unfortunately anyone I had a case of the flu. They basically got my product low balled me once they had it and I took it because Im not using it. I was taken advantage of and they reduced my payment by 20%

  Customer response

  03/13/2024

  I felt like I gave them a flawless MacBook Pro and was taking a loss at $480!  Then they tell me nonsense about microscopic stuff and a power cord that was the only one I had that size. Easy

  Business response

  03/19/2024

  Hi,

  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation. Upon our evaluation, we discovered that the device has slight scuffing on the lid as well as signs of paint wear, and this condition can worsen over time. Lastly, the charger included was incorrect. Due to these findings, the price has been adjusted.

  It is worth mentioning that we offer a reinspection option whenever our customers are not satisfied with the initial results. We noticed that the customer did not request a reinspection and proceeded to approve the offer. Unfortunately, the customer never reached out to us to discuss the issue as such we have no knowledge about their concerns. As we value customer's satisfaction, we have reached out to the customer directly and offered a resolution.

  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

  Customer response

  03/21/2024

   
  Complaint: 21425807
  
  I am rejecting this response because:  I felt like I gave them a flawless MacBook Pro and was taking a loss at $480!  Then they tell me nonsense about microscopic stuff and a power cord that was the only one I had that size. Easy
  
  Sincerely,
  
  ***********************

  Business response

  04/03/2024

  Hi,

  We understand the customer's concern. We want to emphasize that we are simply conveying our findings: the device has been identified with signs of paint wear and minor scuffing on the lid. For a device to meet the criteria of being flawless, it should be in almost perfect physical condition. Based on the reported issue, it is determined that the device does not meet the flawless condition standard. Customer satisfaction is of utmost importance to us, which is why we proposed an additional payment, to which the customer accepted. We are confident that the offered payment is equitable considering the condition of the device.

  Sincerely,

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was gonna sell my laptop to them an Asus Zephyrus G14 laptop to them and they said they were gonna give me 455 dollars, I agreed and packed my laptop to them and sent it to them on January 13th I even payed 5$ extra for insurance for the device, keep in mind my laptop was in a good condition meaning the speakers worked fine, the screen was clean without any holes in it, it had a few scratches on it, I took a video of the device prior to sending it to them in case they tried to pull anything and not to my surprise when they received the device they claimed that the audio wasn't working, the up key was detached, the screen was damaged, and that laptop was broken and they lowered their offer to 110 dollars. I was appalled and asked for a re-evaluation and they said the same number so I asked them to send me back my device, they sent it back to me and they had damaged my device and lost the up key somewhere, either they damaged it or it was damaged in transit, but I asked them to send me my money again and I sent them the proof I had of the device being perfectly fine with me and they said that they can raise their offer to 300 but that is the maximum they will go to, I asked them to issue me money to buy the same device from best buy and they were like either you accept the 300 or we're sending it back to you. this is unacceptable, I have proof of their damages to my device and would like them send me the rest of the money for the device which is ******** which is 1200 (including tax), or they can send me a new device.

  Business response

  03/14/2024

  Hi,

  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation. Upon our evaluation, it became evident that the device submitted was misrepresented during the offer process. The physical condition of the device did not align with the description provided, as it exhibited cracks, frame separation, and a bent frame. These issues could potentially compromise the functionality of the device, requiring extensive repairs such as complete disassembly and replacement of the housing, as well as repair or replacement of the speaker due to low muffled sound. Additionally, cosmetic blemishes were identified. These issues were confirmed during our re-inspection. 

  In light of these findings, we adjusted our offer to $110 to accurately reflect the devices condition. Throughout the trade-in process, we have maintained transparency by promptly providing photos of the device this includes a photo of the device with a missing key, cracks, and frame separation as well as the results of our re-inspection upon completion. Despite the customers decision to decline the offer, we returned the device at no cost, ensuring it remained in the same condition as when we received it.

  While we acknowledge their concerns regarding the devices condition upon its return, we want to assure the customer that the device was handled with utmost care from the moment it was received until it was processed for return shipment. The nature of the damage is very indicative that it was pre-existing and not something that could have happened in transit. We have attached images for BBBs reference.

  In an effort to demonstrate our commitment to customer satisfaction, we offered to have the device returned to us for reconsideration of the reevaluation offer of $300 that they requested initially. As promised, we have processed the payment accordingly. We firmly believe that this amount is more than fair given the devices condition.

  Sincerely,

  Customer response

  03/15/2024

   
  Complaint: 21372188
  
  I am rejecting this response because:

   

  When I sent the device the first time it did not have any cracks or screen dents or issues with the speaker, I believe this either occurred through transit or at the inspection place, I received a device that is totally different to the one I sent in terms of quality.
  
  Sincerely,
  
  ***********************

  Business response

  03/29/2024

  Hi,
  
  We would like to highlight that we are just solely relaying the outcomes of our inspection. The device did not incur any damages during its time in our possession. We take the security of our warehouse seriously, and we have 24/7 surveillance in place. In fact, we have video footage that confirms the condition of the device when it was delivered to us. Moreover, the characteristics of the damage distinctly suggest that it was pre-existing and not caused during transit.
  
  Please understand that we prioritize customer satisfaction, and therefore, we have proposed a resolution that is fair and reasonable for all parties concerned. While we acknowledge the customer's frustration, we maintain that the payment provided exceeds the value of the device considering its condition.
  
  Best,

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent out an Open Boxed iPhone 13 that I had purchased through OmWireless via **** on 11/13/2023 it was sent out to ************** ******* The phone was delivered 11/16/2023 A Otterbox protective case was also purchased on 11/13/2023 & delivered Saturday 11/18/2023 That was the day (Sat) the phone was set up to make sure it was completely protected from light use as the phone purchased and received by OmWireless was listed and sold in "Excellent Condition" By December 16th I bought my partner an iPhone 15 through *************** We had decided to sell our iPhone 13 purchased through OmWireless to a company called Back Market We had done business with them in the past with ZERO issues, so we thought it would be a good place to sell the iPhone 13 to get our money back Mind you there was ZERO damage to the Iphone as that's why we purchased it The iPhone had a professionally installed privacy screen protector Brand New Otterbox Protective Case for added protection upon shipping All pictures were taken of the phone in the case as well as pictures of the undamaged screen ************** sent flimsy protective shipping envelope, thin bubble wrap etc We took it upon ourself to add extra bubble wrap to the plastic envelope to ensure its safekeeping during its journey to ************** Via ******* Mind you it took about two weeks to get the shipping envelope & paid postage label On 1/12/2024 the parcel was received by ************** 1/15/2024 We were told the screen was gouged and given a lowball offer of 310 instead of the 405 offered Something didn't seem right it was shipped with a privacy screen **************** also I immediately got a bad feeling about the gentleman's response so I escalated the issue though Back Market & after countless pre shipment photos sent I was found responsible for the damage & told it was dents not a gauge as his first photo claimed I was given 310 I didn't want a damaged phone so we took the offer I can show date/proof of purchase etc.

  Customer response

  01/18/2024

  I wanted to note that the buyer sent me a photo of an iPhone with a scratched screen, claiming I sent it to him like that and had applied to get an offer at the highest price with a damaged phone. Later he said that it was instead dented on the sides, not scratched and thats why the ***** drop in their offer & complete disassociation to the picture that was sent to me showing a gouged screen. So was it dented, scratched or none of the above?? Note ***** with Back market told me the review to the claim filed by ************** by *** concluded that I was in fact responsible for the damage which was now not a scratch but dents on the sides. This then cancelled out my proof excellent condition photos of the iPhone I had sent out to ***** from Back Market which still remains a mystery to me why Back Market never received my phone and instead Its ***** More Reviewed it?? All in all the IPhone 13 I sent was in yes, excellent cosmetic and overall condition. If someone needs to speak to the previous owner of that iPhone (My Partner ) who only possessed it for nearly a month that meticulously takes excellent care of not only their belongings but *************** too than feel free to speak with them also. I will say this kindly, we are not adolescence nor young adults and we by all means are fine tuned to our moral compass and know rite from wrong. Basically, we would never send in something damaged while trying to claim a full price offer unless it was in fact in the excellent condition we sent it in as. We feel we would have gotten more fair treatment and assessment at a **** shop. ** for your time. 

  Business response

  01/25/2024

  Hi,
  
  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have carefully investigated the matter to gain a comprehensive understanding of the situation. During our thorough inspection, it has come to our attention that the device received was found to be significantly scratched and dented, which is inconsistent with its initial description of being in excellent physical condition. Regrettably, we have made adjustments to our offer based on our findings. While we completely understand the customer's dissatisfaction with the outcome of our evaluation, it is important to note that we are simply relaying our findings based on the evaluation conducted. Throughout this process, we have upheld complete transparency and provided the opportunity to decline our offer and proceed with the return of the device. We firmly believe that empowering our customers to make decisions that align with their preferences is of utmost importance. However, it appears that the customer has chosen to accept our offer. Furthermore, we would like to emphasize that this trade-in transaction is not directly facilitated by us, it is processed through Backmarket. Therefore, any disputes or concerns regarding the device's condition, as well as any potential claims, should be directed to Backmarket, the platform through which the trade-in was initiated.
  
  Sincerely,

  Customer response

  01/25/2024

   
  Complaint: 21164724

   
  Complaint: 21164724
  
  I am rejecting this response because:
  
  Sincerely,
  It's of no recognition or concern, the buyer ************ has falsely claimed there are scratches on the screen and then it was "no there are no scratches just serious dents". I mean make up your mind, what is it? I included for your convince 2 screenshots that display the purchase date and from what sellers. I also included a screenshot of the screen the day it was shipped out. Any scratches? Dents? If so, how so? 
  As you may notice if you will we had the phone for one month & yes in that new protective case as soon as the phone arrived & then shipped to you in. Can you tell me how you dent a phone badly in an Otterbox case? Perhaps you should contact them and request your ***** you stole from us back which can go towards the offer of ****** initially until you put your lying grubs on it. 
  Note we took the offer because you said it was damaged by us and though it was not, we were not certain if it were to be damaged in the shipping process to your sharkie establishment. Furthermore, do you think we'd waste our time with the BBB for no reason? Are you saying they are not credible or whomever places complaints to protect the next innocent individual from people like you with them?
  So yes we took the offer, at that point and knowing the excellent condition it was sent to you in was not sure if you'd send the same phone or what. It doesn't seem possible it was severely dented in a premier protective phone case. I took all pictures the day of shipping. Deny all photos, go ahead, it just makes you look like a super *****. I mean that's why you took a iPhone 13 in excellent condition and got it on discount. I mean your place of business is shameful. Its never to late to make it rite though but we are not hopeful of that outcome so we'll just let the general public know.

   

  
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  02/09/2024

  Hi,
  
  We would like to clarify that our role in this trade-in process is to provide an accurate report on the condition of the device as we received it. It is important to note that this trade-in transaction is not directly facilitated through our us; rather, it is processed via the Backmarket platform. Any disputes or concerns pertaining to the device's condition, should be addressed directly to Backmarket.
  
  We recommend that they contact Backmarket's customer support team and provide them with all the necessary details and documentation regarding the issue you have reported. Their dedicated team will be best equipped to assist you with the next steps in the resolution process.
  

  Sincerely,

  Customer response

  02/13/2024

   
  Complaint: 21164724
  
  I am rejecting this response because: the phone was handled and intercepted by ************. The recipient saying a ***** in the screen and then no ***** and several dents and gouges on the side. Note the phone was purchased 1 month prior to selling, backmarket has proof of the sale and condition as well as confirmation of the phone case it was sent in for safe keeping during shipment. Your operation is worse than a chop shop. Ive nothing more to say other than your crooks & scandals and trying to pass the buck. Nice 1!
  
  Sincerely,
  
  *********************

  Business response

  02/22/2024

  Hi
  
  We acknowledge the concerns raised by the customer. It is important to clarify that our reports are based solely on the findings observed. It should be noted that the device was received in the stated condition, with accompanying photos provided as evidence. Given that this trade-in transaction was conducted through the Back Market platform, we strongly recommend that the customer contacts them directly for a detailed discussion on the matter.
  

  Sincerely,

  Customer response

  02/29/2024

  Ive sent proof of photos, photo of phone purchased & receipt of purchase from 1 month prior to ************ receiving it. Note I also sent a screenshot of purchase of the Otterbox protective case that was purchased also 1 month prior to ************ receiving the phone. Its impossible the iphone had the dents claimed by them which note no photos were sent to me of the dents. Also I would have zero reasons to file a claim w BBB  or send in an iPhone to ************ if I were guilty of claiming to have an excellent condition iPhone 13 sent in to ************. Personally I believe that would qualify as fraud which in fact what ************ is committing. I cannot figure out how they claim there were deep gauges & dents when it was sent in a protective case. Also they first han sent in a picture of the screen with a deep ***** and then claim there is no gauge but deep gouges and dents in the side of the phone with zero pictures. The point is I showed screenshots of purchase and excellent condition purchased 1 month prior to a new iPhone 15 being purchased by my cell provider which is the very reason I decided to sell the iPhone 13 purchased through **** as I no longer had use for it. My intention was to honestly & fairly make most my money back which ************ stole & took away from my family with their fraudulent claims of condition. Again, its impossible the condition they claimed I sent the phone in. Im at a loss of words over their false claims at me, my intention & integrity. This is not fault of Back Market as the funds released were through ************. No need to pass it off to someone else yet thats exactly what ************ is doing as well as committing fraud with a false claim to take ***** from me as I had no other option to take the offer as I was concerned they would have damaged the phone before sending to back up their claim at me. Basically with their business ethics I would put nothing past them. They are crooks & I see rite through them. ** for your time. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for express shipping and a new battery for my phone purchase. When received it did not work i immediately returned followed all the steps I was told by the representative would start my refund process. Instead I have been ignored since Friday with no resolve

  Business response

  01/18/2024

  Hi,

  We would like to express our utmost gratitude to the customer for taking the time to reach out to us and share their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation at hand. The issue was brought to our attention by Back Market on January 11, notifying us that the customer would be returning the device. We promptly acknowledged this communication and ensured that we would closely monitor the package and process it within the specified timeframe set by Back Market. It is important to note that, in accordance with Back Market's return policy, if the return is eligible for a refund, we are committed to processing it within 2 business days upon receiving the package. However, please be aware that depending on the bank, it may take up to 5 days for the refund to appear in their account. On January 16, we received the package and processed the refund on the same day. Since all communication is conducted through Back Market, we have informed the dedicated Back Market representative handling the customer's concern that the refund has already been completed. Unfortunately, any delay in providing a timely update by Back Market is beyond our control.

  Should the customer have any further concerns or inquiries, we highly recommend reaching out to Back Market directly as they are best equipped to assist in providing further clarification on their policies and procedures.

  Best regards,

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like the business to honor their original offer to me of $85 for a working macbook air and charger that I sent in. Their offer was adjusted to $15 and cited inaccurate information about the condition of the laptop sent. It said it had a yellowed charger (untrue), scratches on the body (untrue) and wear on the screen (untrue). I feel that this was a bait and switch as I thoughts $85 was borderline low for a working macbook air. $15 is a joke. This feels like deceptive and dishonest business practices. I have asked for an appeal of the offer.

  Business response

  01/25/2024

  Hi,
  
  We would like to express our gratitude to the customer for reaching out and sharing their valuable feedback via the BBB. We have thoroughly examined the matter to gain a comprehensive understanding of the situation.
  
  After careful evaluation, we determined that the physical condition of the device is good, though not flawless as initially stated in the offer. We observed a keyboard wear on the screen, which occurs when the screen is still at a warm or hot temperature and closed. This results in the screen bearing a keyboard-like imprint, and unfortunately, this wear is non-repairable. Additionally, the device exhibited several light to moderate scratches on both the screen and body. For a device to be considered flawless, we expect it to have only a few extremely light scratches or be entirely without any signs of wear.
  
  Furthermore, the charger provided with the device was found to be broken and extremely discolored. Due to these issues, we were unable to proceed with the initial offer and made adjustments based on our findings. These findings were also confirmed during the reinspection, and we have attached photos for reference.
  
  In our commitment to customer satisfaction, we have increased the offer to $35, which they approved. We processed the payment on January 22, and we hope this gesture demonstrates our dedication to resolving the situation to their satisfaction.
  
  This case is satisfactorily closed on our end unless the customer has any additional issues they would like addressed.
  
  Sincerely,

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