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:03/18/2025

  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 bought a Macbook on **** which I spent ***** come to find out later that it was defective; I had to get the *********** and I/O board replaced at a cost of almost $800.This compny is selling faulty merchandise and is best to be avoided.

  Business Response

  Date: 04/03/2025

  Hi,

  We sincerely appreciate the customer taking the time to share their valuable feedback via the BBB. We understand how frustrating it must be to experience technical issues with a device, and we always strive to provide accurate descriptions of our products to ensure customer satisfaction.

  After thoroughly reviewing the issue, we found that the MacBook in question was purchased in July 2023. As part of our commitment to quality and customer protection, we offer a one-year warranty covering hardware defects. However, it is important to note that this warrantylike most manufacturer warrantieshas a validity period. Once the warranty period expires, we are no longer able to provide coverage for repairs or replacements.

  While we regret that the customer encountered problems outside the warranty period, our policy aligns with industry standards. If the customer had reached out within the warranty timeframe, we would have been happy to assist with a resolution. Unfortunately, since this request was made well past the warranty expiration, we are unable to offer further assistance.

  We always welcome customer feedback and take it seriously to improve the overall experience. If there are any concerns regarding our policies, we encourage customers to review our warranty terms beforehand so they can make an informed purchase decision.

  Thank you again for bringing this to our attention. We value every customer and remain committed to providing honest and transparent service. If there are any additional questions or concerns, were happy to clarify further!

• Initial Complaint

  Date:03/11/2025

  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.

  Detailed description of complaint:Date of transaction: Jan 29, 2024 Product: Macbook Pro 16-Inch Space Gray 2019 2.3Ghz i9 16GB 1TB Order number: ************** SquareTrade claim number: ************ I purchased this laptop from ItsWorthMore on January 29, 2024. Within 3 months, the laptop developed a power supply issue where it would not turn on. I submitted a warranty request with *********** (claim #************) and received the laptop back, but it only worked for approximately 1 month before failing again with the identical issue. Since purchasing this MacBook Pro, it has been in non-working condition for more time than it has been functional.When purchasing this computer, I had a reasonable expectation that it would work as advertised. The pattern of repeated failures with the same issue strongly suggests that the computer was not properly refurbished before sale, or that it has a fundamental defect that has not been properly addressed in repairs. I am concerned that ItsWorthMore and/or SquareTrade are simply applying temporary fixes that fail to address the underlying issue, possibly to delay resolution until after the warranty period expires.Desired outcome:I request a replacement MacBook Pro with identical specifications (16-Inch, Space Gray, 2019 model with 2.3GHz i9 processor, 16GB RAM, and 1TB storage) that is properly refurbished and in fully working condition.If an identical replacement is not possible, I would accept a MacBook Pro of equal or greater specifications and equivalent or greater value.

  Business Response

  Date: 03/18/2025

  Hello,

  We appreciate you taking the time to share your feedback regarding your experience, and we sincerely apologize for the frustration and inconvenience you have faced. Your satisfaction is extremely important to us, and we regret that the device did not meet expectations.

  As a refurbished product, the MacBook Pro should have been fully functional upon purchase, and we are truly sorry that this was not the case. We understand how disappointing it must be to deal with recurring power issues, especially after already going through a warranty repair.

  While *********** (********) has its own policies and procedures for handling repairs, we regret that their service did not fully resolve the problem. Although we cannot comment on their repair process, we want to assure you that we are here to help. We can assist you with returning the device for further inspection and, if necessary, facilitate a replacement. The last thing we want is for you to be left with a device that is not fully functional.

  Please reach out to us at your earliest convenience so we can arrange the next steps and ensure this matter is resolved to your satisfaction. We appreciate your patience and look forward to making this right.

• Initial Complaint

  Date:02/24/2025

  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 January 31st, 2025, I made a purchase of $1,356.79 on **** from the seller ITSWORTHMORE for an iPhone 16 Pro 512GB. However, upon receiving the phone, I discovered that it was not new and sealed as advertised. Moreover, it was locked, despite being advertised as unlocked, which prevented me from using it with my carrier. The seller was unresponsive and took nearly six days to send a return label via ****. I promptly returned the item, and it was finally delivered and signed for by the seller (proof attached).When I contacted their customer service, I was advised to wait for a few more days for the processing to complete. However, I have been receiving conflicting information and it seems like the seller is deliberately delaying the refund process. This situation is becoming increasingly frustrating and resembles a form of robbery and extortion.I am requesting a full refund for the purchase and expect the refund to be processed promptly.

  Business Response

  Date: 03/11/2025

  Hi,

  We appreciate the customer taking the time to share their valuable feedback regarding their experience. We have carefully reviewed this case to ensure we fully understand the situation.

  The customer purchased an iPhone 16 Pro ***** from us on January 31, 2025, and later initiated a return, claiming that the device was not as advertised. As a seller operating on ***** platform, we strictly adhere to their policies and procedures, including return processing timelines. While we always strive to complete returns as quickly as possible, we also take great care in ensuring accuracy and thoroughness.

  As a company specializing in electronics trade-ins and reselling, we enforce strict protocols to detect and prevent fraudulent activity. Given the nature of our business, we frequently encounter cases that require stringent measures to maintain the integrity of our operations and protect both our customers and our business.

  Unfortunately, in this particular instance, the return package we received did not contain the original device but instead contained blank papers. Due to this discrepancy, **** conducted an independent review of the return and ultimately sided in our favor. As a result, we are unable to process a refund for this order.

  We regret that the customer had a frustrating experience and understand their concerns. However, we must uphold ***** decision based on their investigation and findings. We remain committed to transparency and fairness in all transactions and appreciate the opportunity to clarify our position.

• Initial Complaint

  Date:02/07/2025

  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 contacted ************ to sell my Apple Macbook Pro. They made me an offer and asked me to send it with label they sent. I dropped my labtop off at *** to be shipped in ****** N.C. were I reside. My package was lost shortly after leaving ****** location. I filed a claim with *** and its was paid to itsworthmore for the sum of what I paid in the store $2889.99. I contacted them and they told me they were denied my claim, while collecting a check for my property.

  Business Response

  Date: 02/27/2025

  Hi,

  We would like to thank the customer taking the time to provide feedback via the BBB. We appreciate the opportunity to address this matter and provide clarification regarding the claim.

  As a company specializing in electronics trade-ins, we implement strict protocols to detect and prevent fraudulent activity. Given the nature of our business, we frequently encounter situations that require careful scrutiny to maintain the integrity of our operations and protect both our customers and our business.

  In this particular case, our investigation uncovered multiple discrepancies in the details provided. Based on these findings, we have strong reason to believe that the claim was not legitimate. Consequently, we made the decision to deny it.

  As per the agreed upon terms and conditions, ItsWorthMore reserves the right to decline claims that present inconsistencies or indicators of potential fraud, regardless of the couriers decision. While we understand that this outcome may be disappointing to the complainant, we stand by our assessment and will not be pursuing this claim further.

  We appreciate the BBBs role in facilitating transparency and consumer protection. Should additional clarification be required, we are more than happy to provide further details.

  Sincerely

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22913953
  
  I am rejecting this response because: ************ (ITSWORTHMORE) was paid by *** for my personal property, and didn't give me a valid reason why my claim was denied. IF THAT'S THE **** ITSWORTHMORE HAS COMMITED FRUAD BY ACCEPTING MONEY FOR ILLEGAL MERCHINDISE. 

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

• Initial Complaint

  Date:02/06/2025

  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.

  Im located in ******** and I sold and shipped a used laptop for $570 and ******** Switch for $130 (minus $8 for insurance deducted from the final amount) via *** to a local company to itsworthmore.com located in ***************. They are a refurbishing and reselling company that does not send payment until the items shipped to them are received and inspected. I packed and shipped the items to them via *** with a prepaid label they sent me on January 24. I received confirmation via email that they received the package on January 29th and would inspect it for final offer. On February 4th, I received an email from them stating the devices were not in the package. I emailed back immediately and called them the next day explaining that the devices were indeed in the package and to reinvestigate as it would make no sense for me to not ship the items for payment since they dont send payment until they get the items. On February 6, I received two emails back from them stating they investigated and confirmed the items were not in the package. The second email contained a link from their security video supposedly showing the unpacking of the package I sent. However, the video was high above the package and also the view was obstructed on their end with packing material, so I could not see the unpacking or contents of the package on the video nor if it was really my package. I emailed them to tell them I would have to report this to *** and police as it seems my items were stolen at some point in the shipping process. They emailed me back telling me their insurance would only cover up to $100 and I need the serial numbers of the items, which I do not have nor can I retrieve, so this option is useless to me.

  Business Response

  Date: 02/25/2025

  Hi,

  Thank you for taking the time to share your feedback through the BBB. We have carefully reviewed the details of this case to ensure we fully understand the concerns.

  Upon investigation, we confirmed that the package was received empty. While we completely understand the frustration this situation has caused, we want to reassure you that we take great pride in our employees' integrity and can guarantee that the package was received in this condition. Our facility is monitored by 24/7 surveillance, and we are able to provide additional footage if needed to support our findings.

  In our effort to assist, we have filed a claim on the customer's behalf. Regarding the claim coverage, we want to clarify that this falls within the agreed-upon Terms and Conditions. As stated, our insurance does not extend to empty packages to ensure that our insurance resources are applied appropriately.

  However, as a gesture of goodwill, we have already reached out to the customer directly and provided a resolution, which they have agreed to and confirmed their satisfaction with. As such, this case is considered closed on our end unless the customer has any further concerns they would like us to address.

  
  

  Customer Answer

  Date: 02/25/2025

   
  Better Business Bureau:
  
  I have already reached a satisfactory resolution with the company.  I have no other issues or concerns with this matter.  This matter is closed to me and I appreciate the efforts by all involved.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/05/2025

  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 placed a high price order with this incompetent company on **** unfortunately on . Because of the cost, I asked them if they could send it to a pickup location as it's not against **** policy to do so. They refused without giving any reason. The day I'm supposed to receive my package, I am home all day and ***** claims I wasn't or that my leasing office was closed. Neither were true. Next day I'm not at home all day and it says it's delivered and signed by me. Nothing is at my door. No picture was taken. Opened a case with ***** and they said it's lost. This incompetent company then refuses to give a refund or file a lost claim for the package despite ***** saying that it's lost.I have no idea how this company has an A+. They should be out of business. I had to buy the product again from a competent company that allowed me to send it to a pickup location.

  Business Response

  Date: 02/18/2025

  Hi,

  We appreciate the customer taking the time to provide feedback via the BBB. We sincerely apologize for any frustration or inconvenience this situation has caused. Upon further review, we can confirm that the order was successfully delivered and signed for by ****** on 01/24/2025. Unfortunately, since the package shows as delivered, we are unable to offer a refund or further support in this matter.

   As the order was placed through ***** we are bound by eBays policies and procedures, and we are unable to take any action beyond what their policy allows. This case has also been thoroughly reviewed by ****, who confirmed that the package was delivered. At this time, since a payment dispute has been opened for this order, we recommend reaching out to their financial institution for updates on the status of the dispute.

  Sincerely,

• Initial Complaint

  Date:01/30/2025

  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 have been scammed. I sold a brand new iphone 15 pro to them. they charged me an extra ***** for expedited processing. they guaranteed ****** but only paid me *****. they wouldn't send the phone back to me unless i paid for return shipping. i will never trust them again.

  Business Response

  Date: 02/11/2025

  Hi,
  
  We sincerely appreciate the customer for taking the time to reach out and share their feedback through the BBB. Customer satisfaction is extremely important to us, and we have thoroughly reviewed this matter to ensure full transparency.
  
  During our inspection, we found that the device received was an iPhone 15, not the iPhone 15 Pro that was initially submitted in the offer. Additionally, the storage capacity was 128GB instead of the 256GB stated in the original offer. Most importantly, the devices ESN was linked to an active finance plan, meaning it could be blocked at any time due to an unpaid balance.
  Because of these discrepancies, the original offer was adjusted to reflect the actual device received.
  
  As part of our standard process, we informed the customer of our findings and provided options to either accept the revised offer, decline it, or request a reinspection. The last thing we want is for any customer to feel obligated to accept an offer they are not comfortable with. After our discussion, the customer agreed to the adjusted offer, and as a courtesy, we waived the processing fee.
  
  At this time, we consider this case resolved, but we remain open to any further questions or concerns the customer may have. We truly appreciate their time and understanding.

• Initial Complaint

  Date:01/27/2025

  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.

  It's Worth More offers to buy computer products for a cash offer. I was offered $850.00 for more MacBook M2 and given a ***** shipping label. I packed my product and sent it out on January 16, 2025. This said they received it on January 22, 2025 and would evaluate the MacBook. 2 days later on January 24, they sent an email claiming I sent them an empty box. I called their customer service phone on January *********, and was told they would open an investigation on my claim. I also sent an email with my complaint to ********************** I also sent proof with my ***** tracking receipt that shows my shipment weighed 8 pounds, which is obviously not an empty box. I believe they have my shipment and are intentionally trying to delay payment, or even trying to steal my product.

  Business Response

  Date: 02/06/2025

  Hi
  
  We would like to convey our sincere appreciation to the customer for taking the time to reach out to us and share their valuable feedback with the BBB. We have undertaken a comprehensive investigation to gain a full understanding of the present situation.
  
  Unfortunately, upon inspection, it has come to our attention that the received box was discovered to be empty. The security of our warehouse is of utmost importance to us, and we maintain 24/7 surveillance systems in place. Video footage has been provided, confirming that the box was indeed empty upon its delivery to us.
  
  Just like the customer, we were anticipating the receipt of 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 scenario that we are committed to preventing for our customers.
  
  We prioritize customer satisfaction and have extended our assistance in initiating a claim with the courier. The investigation is currently in progress, and we assure you that we will provide regular updates on the progress of the claim.

• Initial Complaint

  Date:01/12/2025

  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.

  Purchase a used $3.7k computer from IWM on 12/24/24. Their auction indicated it was a 9/10, excellent condition computer. It arrived damaged. They offered me a very low partial refund or a full refund upon return. I returned the computer and it was delivered/signed for by *** on 01/07/25. Their communications to me indicated I would get a refund after 2-3 days. It's 01/12/25 and still no refund. I have lost time and money in this transaction. I highly recommend getting pictures of the actual products that will ship to you b/c it's not clear what you will actually receive and this is unacceptable.

  Business Response

  Date: 01/30/2025

  Hi,

   

  We sincerely appreciate you taking the time to reach out to us and share your feedback via the BBB. Your experience is incredibly important to us, and we deeply regret any frustration or inconvenience caused by the delay in processing your refund.

  After thoroughly reviewing the matter, we can confirm that your return was received on January 8th. While **** allows up to 7 business days to complete refunds, we always strive to process them within 2-3 business days whenever possible. Unfortunately, due to the high volume of orders and returns following the holiday season, there was an unexpected delay, and for that, we sincerely apologize.

  That being said, were pleased to inform you that your order was fully refunded on January 16th. Unless there are any additional concerns youd like us to address, this case is now considered resolved on our end.

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22800642
  
  I am rejecting this response because:

  The vendor eventually did refund my money.  This was after a long wait and the hassle of having to pay for a very expensive computer that was damaged and then return it.  This company can avoid complaints like mine through more detailed information/pictures on the used items they are selling, better packaging/shipping, and more accurate communication.  I left negative feedback on **** which was removed b/c they eventually refunded my money ***** policy). Be aware of this because a consumer may be making a decision without all the submitted feedback from buyers.   I would encourage all dissatisfied consumers to submit their complaints and feedback to ensure this vendor ramps up its standards for any sales it makes.  Very disappointed.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/27/2024

  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 2 brand new unopened AirPod pro 2nd gen to itsworthmore.com. They offered me $120 for the items. Once they received the items they said that they couldn't verify the authenticicy and that they changed the offer price to $0 and 0 cents. The only option I have is to accept the offer where they keep my items for free or contact them. I did email them and no response yet.

  Business Response

  Date: 01/16/2025

  Hi,

  We appreciate the customer taking the time to provide feedback via the BBB. We sincerely apologize for any frustration or inconvenience this situation has caused. Unfortunately, during our inspection process, we were unable to verify the authenticity of the AirPods Pro (2nd Gen) submitted. Counterfeit AirPods are a significant issue, and in instances where our inspection team cannot confidently verify the authenticity of items, we are unable to proceed with an offer.
  
  However, as a courtesy to the customer, we shipped the ******* back on December 31 at no cost to them. This case is satisfactorily closed on our end unless the customer has any additional issues they would like
  addressed.
  
  Sincerely,

  Customer Answer

  Date: 01/16/2025

   
  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,
  
  ***** Letcher ******