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:01/25/2025

  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.

  Sent in a cellphone, Apple iPhone 12 that had been unlocked by the carrier and was in excellent condition. They claimed upon arrival that the phone was not unlocked and was only in good condition. They would only give me $19 compared to the $95 originally quoted.

  Business Response

  Date: 01/27/2025

  Hi ***,
  
  Looking into your order, I can see that our technical assessment team has found your item IPhone 11 (64gb) ******* instead of iPhone 11 (64gb) UNLOCKED
  
  If you are unsure as to what the revision reason means, you can find out more about this by following the link - **********************************************************
  
  I will also provide some extra links here, which hopefully explain our grading process: 
  Why do we regrade items? 
  My item has been regraded. Why is this? 
  I want to accept or decline your revised offer. How do I do this? 
  What is 'excellent' condition? 
  What is 'good' condition? 
  What is 'poor' condition? 
  
  We can assure you that we do have highly trained staff working in our technical assessment department and all revised offers are reviewed by a senior member of staff to ensure against any oversights.
  
  We do our best to try and match your original quote however, in this case, the device was sent in a different condition than originally specified, which means we have had to revise the initial quote. We understand that you may not have been aware of your device not being unlocked before sending which is why we offer to return your device, free of charge.
  
  I hope this explains the reason for the revision of the price for you, apologies for any confusion and have a lovely day.
  
  Kind ****************************

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22858141
  
  I am rejecting this response because:
  This phone was unlocked by the carrier and had been in use with another provider until I cancelled their service.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/28/2025

  Hello ***,
  
  We can guarantee that our technical assessment department is staffed with highly trained professionals who have determined that the device is locked to ********
  
  As you have already accepted the revised offer, there is nothing more we can assist you with. The payment was processed on 23/01/2025 and should appear in your account within one business day - please check that the bank details you entered in your account are correct. You will also receive an email confirmation once the payment has been finalised.
  
  Kind regards
  Customer Services

• Initial Complaint

  Date:12/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold some music CDs to this company. They acknowledge receipt and processing but have not paid the agreed amounts. The attached statements claim 'payment has been sent' but I never got any payment from this company. I double-checked my account numbers before entering data for direct deposit. There is no clear explanation for why they haven't paid me. Thanks for any help.

  Business Response

  Date: 01/08/2025

  Hello *******,
  
  Concerning your orders ******* and *******. We attempted to make payments however they have both bounced. In order for us to process your payment as soon as we can, we require you to update your bank details on your account.
  
  To do this, go to My Account and click on the Profile tab. Once there, scroll down to the ******* Details section and sign in using your login details to view your bank information. Finally, click Edit and fill in the fields with your account details so we can send your payment.
  
  Once youve managed to update your banking information, please let us know so we can pay the funds back to your account. Youll receive an email once your payment has been sent.
  
  Wed like to apologise sincerely for any inconvenience caused by this matter.
  
  Kind ****************************

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22721794
  
  I am rejecting this response because: If Decluttr tried unsuccessfully to send payment to my bank accounts, why did ********************** not IMMEDIATELY notify me of the problem? Their offer sounds like another step in the scam to avoid paying me. There is no method on their website to confirm if my bank account information is correct ... I can only enter new bank information, which will give them another chance to avoid paying what they owe me. 

  They need to send a paper check to ******* D *******, at *****************************

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

  Business Response

  Date: 01/13/2025

  Hello *******,
  
  I hope this message finds you well.
  
  Concerning the payment of *******, we contacted you on November 5, 2024, to inform you that the payment had not been successful. Please find the ticket number reference 6985315.
  
  As for the payment of *******, we reached out to you on November 4, 2024, to notify you that the payment had also failed. The ticket number reference for this is 6985317.
  
  I would like to assure you that we are a reputable company with a 4.3-star rating on Trustpilot.
  
  Unfortunately, we do not issue cheques, so we kindly request that you update your payment details so we can proceed with reissuing your payments for orders ******* and *******.
  
  Kind regards
  Customer Services

• Initial Complaint

  Date:12/17/2024

  Type:Product 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 sold my IPAD to Decluttr on 11/21/2024. The company confirmed receipt of the item via email, took possession of my electronic device sold to them, and emailed me on Nov 28th stating that my product was accepted and that the payment for my sale was made via direct deposit and funds would appear in my account within 3 business days. It has been well over 10 business days, no funds appear in my account and I have sent 5 messages to customer service with automated email responses indicating my concern was received and no one has contacted me. 5 customer service messages. No emails, no call back, no working telephone number. I tried to call a number I found for the business from other disgruntled customers and it routed me to a number that attempted to call me back from ******! I thought Decluttr was a legitimate online sale platform. I now am very concerned about a potential scam/fraud. The app sends automated emails confirming they have received my inquiries and says someone will follow up- but no one EVER follows up with an actual response. The app also confirms my order was received and paid for. Still no payment or responsiveness. We are approaching the 30 day **** from the notification informing me I was paid and a month since my shipment was received by the company. I'm seeking the money owed to me, nothing more.

  Business Response

  Date: 12/18/2024

  Hello *******,
  
  We apologise for the inconvenience caused by the insufficient communication you have experienced.
  
  We have attempted to make payment which has bounced *******. In order for us to process your payment as soon as we can, we require you to update your bank details on your account.
  
  To do this, go to My Account and click on the Profile tab. Once there, scroll down to the ******* Details section and sign in using your login details to view your bank information. Finally, click Edit and fill in the fields with your account details so we can send your payment.
  
  Once youve managed to update your banking information, please let us know so we can pay the funds back to your account. Youll receive an email once your payment has been sent.
  
  Wed like to apologise sincerely for any inconvenience caused by this matter.
  
  Kind ****************************

  Customer Answer

  Date: 12/18/2024

  The message sent to BBB by Decluttr **************** is not consistent with the communication I received just yesterday (Dec 17, 2024) from Decluttr customer service. In the separate message I received only after BBB reached out to Decluttr, and which they followed up on today December 18th, Decluttr **************** message did not indicate payment had bounced and the team requested me to send a copy of my bank statement to prove that I did not receive the funds. This makes no sense as the companya member of the **************** team has now confirmed the payment bounced in contradiction to the notice I received on Nov 27th indicating payment was made via direct deposit. Given the inconvenience I've now experienced as well failure of the company to send my payment to me promptly and failure to notify me the payment bounced without my having to follow up through BBB, I am disinclined to further share my personal banking information with Decluttr at this time. However, given the message received by BBB from Decluttr wherein the team indicated the payment they allegedly made to me bounced, I understand Decluttr is inviting me to update the bank details on my account. I would prefer to have Decluttr send the funds to my ****** account instead. I will login to the My Account tab as outlined by BBB but should I not be able change the payment method to receive the funds via ****** instad of my bank account, I will require additional support from **************** to guide me from here. 

  Please send or clarify instructions on how to modify payment method to ****** in lieu of my sharing my banking details?

  Thank you,
  *******

  Business Response

  Date: 12/23/2024

  Hello *******,
  
  I apologise for the inconvenience regarding the non-receipt of your payment. It appears that the payment bounced on 02/12/2024. Since you have requested for the payment to be sent to your ****** account, could you please provide your ****** address so we can proceed with the payment?
  
  Thank you for your patience and understanding. I look forward to your response.
  
  Kind regards
  Customer Services

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22696912
  
  I am rejecting this response because Decluttr is not being honest in their responses to BBB and myself. Per the attached email received by Decluttr on 11/27/2024 it is clearly indicated that payment was made on this day and would be deposited into my account within  3 business.  It is unlikely for a payment via direct deposit to have bounced 15 days later on 12/12/2024. It is my understanding Decluttr made no attempt to make payment and has acted unethically to try and defraud me after taking possession of my device sold in good faith.

  Furthermore, your customer service has separately sent me inconsistent messages to my email that your company have not shared with BBB requesting that I reset my password, then telling me the system is not functional and that I cannot reset my password. This entire ordeal is unbelievably frustrating and I do believe this companys business practice to be fraudulent. I firmly demand the promised $100 payment promised to me on 11/27/2024 for the sale of my IPAD to Decluttr ASAP.
  

  My ****** Username is below:

  @MartineArbuthnott

   

  Please make the deposit immediately and please confirm when it is sent so I may track accordingly. 
  

  Regards, 
  Martine 

  Business Response

  Date: 01/08/2025

  Hello *******,
  
  We have attempted to make payment which has declined *******. In order for us to process your payment as soon as we can, we require you to update your bank details on your account.
  
  To do this, go to My Account and click on the Profile tab. Once there, scroll down to the ******* Details section and sign in using your login details to view your bank information. Finally, click Edit and fill in the fields with your account details so we can send your payment.
  
  Once youve managed to update your banking information, please let us know so we can pay the funds back to your account. Youll receive an email once your payment has been sent.
  
  Wed like to apologise sincerely for any inconvenience caused by this matter.
  
  Kind ****************************

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22696912
  
  I am rejecting this response because the *************************** has sent conflicting and confusing messages and refuses to make payment as I requested via ****** . It has been over a month and I advised that I wanted to receive payment via ****** because Decluttrs systems will not allow me to reset my password to update bank details. This was already communicated to Decluttr twice and Decluttr **************** wrote to me and said they could send the funds via ******. Why has this not happened yet? What is the problem?!
  

  I already shared my ****** Username with the company which can be seen in the prior exchange below through BBB.

  I cannot update my bank details on the app because of technical issues with the company site. They need to fix their systems because it is possible to follow the instructions or my countless requests for a phone call so I can put this issue to rest.

  The company wrote to BBB and stated to me that they payment can still be made via ****** so please make the payment already! A customer shouldnt have to wait 45 days to receive payment promised in 3 days! This is the worst customer service and scam I have encountered.

  PayPal username is

  @MartineArbuthnott

  Please pay me my $100 ASAP and confirm when payment has been sent. 

  
  Sincerely,
  
  *******

• Initial Complaint

  Date:11/30/2024

  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.

  11/20 I paid for an item. I've had no shipping updates from it for over 10 days. I've reached to the seller to ask for some and all I get is generic presaved messages in the times I've requested an update or a refund since nothing has arrived and appears lost in transit. Seller refuses to do anything.

  Business Response

  Date: 12/03/2024

  Hello *****,

  
  Thank you for your email and sorry you have felt the need to complain.
  
  Before we can take a look into this further, we will need you to confirm your order reference.
  
  If your complaint is in regards to a selling order, your order number will be 7 digits long and can be found in your online account or on your confirmation email.
  
  If your complaint is in regards to a store order, the number will have the format RXXXXXXXXX. This can also be found in your online account or on your confirmation email.
  
  If you cannot find your order reference, please confirm your full name, the first line of address and postcode and we can try to locate your order for you.
  
  We look forward to your response.
  
  Kind regards,
  Customer Complaints
  

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22621248
  
  I am rejecting this response because:
  ************** (this is one of three orders in limbo that have yet to arrive. 

  ************** (this hasn't moved in 4 days and your customer service agents have been zero help)

  ************** (third order that finally was partially refunded so you still have some of my money I want the items. Haven't moved in 12 days)

  Sincerly,
  
  ***** *****

  Business Response

  Date: 12/10/2024

  Hello *****,
  
  Thank you for sharing the details. I would like to clarify the status of your orders **************, **************, and **************.
  
  For order **************, it appears that the item was lost in transit, and we attempted to process a refund. However, since a case has been opened with ***** we are unable to issue a refund while this case is active. It would be advisable for you to contact **** directly and request the closure of the case so that we can proceed with the refund. Alternatively, you may wait for **** to resolve the case and provide the outcome. We are very sorry for any inconvenience caused but please let us know how you wish to proceed.
  
  Regarding order **************, I see that the parcel was sent via DHL with the tracking number: ******************************. The tracking indicates that it was delivered on 04/12/2024 to the specified address. Could you please check with your neighbours to see if they might have received the parcel on your behalf? If you are unable to locate the parcel with a neighbour or in your designated 'safe place,' please inform us.
  
  As for order **************, we identified an error in processing your refund, but this has now been corrected, and the full refund has been issued. You should see this reflected in your payment method within the next 2-3 business days.
  
  Kind regards
  Customer Services
  

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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've sent 6 requests for an update on payment owed to me for video games decluttr has CONFIRMED receipt of. The app sends automated emails confirming they have received my inquiries and says someone will follow up- but no one EVER follows up with an actual update!! At this point it has been almost 30 days and still nothing. I'm seeking the money owed to me, nothing more.

  Business Response

  Date: 11/11/2024

  Hello Libra

  
  Thank you for your email and sorry you have felt the need to make a complaint.
  
  
  I have logged your complaint within the business and your complaint reference number is MC6991184

  From looking at your account I can see that there was an item that were unable to locate with in the order. The customer service agent that you were speaking to over the weekend has passed this order over for payment, as our accounts team do not work over the weekend the payment should be processed today and normally shows in your account with in 2 business days.

  Kind regards

  Amanda 

  Customer Complaints team 

   

  Customer Answer

  Date: 11/14/2024

   
  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,
  
  Libra Washington

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair 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.

  This package was dropped off Saturday October 26, and delivered shows October 30 by someone at this location in **. ****** I believe. Now it's Nov 5. I sent a package of 56 items to this company. I know I am not about to be scammed. Decluttr was supposed to be a trusted company and what now they can't even deliver their word? I would like to be contacted back. I have sent emails and pictures of proof that it was delivered and yet I get absolutely crickets back. No reply. So if they can't be sure on their word then maybe other people need to be made aware and don't do business here. Where's the funds?

  Business Response

  Date: 11/06/2024

  Hi *******,

  Please accept our apologies for the delay in processing your order.

  Following the tracking number provided, I can see that the package shows as delivered on 10/30/2024 so this order should have been processed by now.

  I have passed this to our claims department so they can complete your order and raise an investigation with the courier as unfortunately, we have not received the package. This can take up to 2 working days to be completed but we will keep you informed of any progress as soon as we have updates.
   
  I'm sorry for any inconvenience caused by this.
   
  Kind Regards
  Customer Services

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22515679
  
  I am rejecting this response because: Yeah well we will see about that but who the heck did it deliver to then? Who's ******? Why would it say delivered if it wasn't? I don't know something about this is so sketchy and fishy to me especially reading other complaints. This is why I take pictures of everything for this reason. After I get my money for my package if I ever do, I won't be doing business again with decluttr. Not good business practice. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/08/2024

   

   

  Thanks for your email.
  
  Looking at your order, I can see that it has been completed on our end.
  
  The payment was made on the 11/06/2024 to the ****** address set up when placing the order 
  

  We cannot see that the payment has bounced so if you have not received this payment I will need a copy of your ****** statement . This needs to include the account number and sort code as well as payment amounts and payment dates however, you may redact any other personal information.

  Once we receive this, we will pass it to a member of our accounts team to investigate further.
  
  Thanks for your patience

  Kind regards

  ******

  Customer Complaints 

  Customer Answer

  Date: 11/08/2024

   
  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. Payment has been completed. I appreciate that. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/28/2024

  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.

  **** order was never fulfilled. Item not received. Seeking full refund.

  Business Response

  Date: 10/30/2024

  Hello *****, 

  Thank you for your email and sorry you have felt the need to make a complaint.
  
  I have logged your complaint within the business and your complaint reference number is MC6979126A

  After reviewing your account I can see that your item was dispatched but has been lost in post. I have arranged for a full refund to be issued to you. 

  We refunded $14.38 to ***** who then re-allocate the payment from there and this process can take up to 24 hours.
  
  If you have yet to receive your refund, it may well be worthwhile contacting eBay customer services or your bank for further information.
  
  Please feel free to contact us if you have any further queries.

  
  Kind Regards,
  ******
  Customer Complaints 
  
  

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: the transaction amount was $15.24 and I do not see a refund posted to my account. Below I will include the original transaction detail. Would you please confirm the date and amount of the refund? Any transaction details that would accompany the refund would also be helpful. Thank you for your help!
  
  

  Transaction details
  **** 0***************
  ***********
  $15.24
  Completed 04/11/2024
  TRANSACTION INFO
  Transaction type
  Purchase
  Transaction date
  04/10/2024

   

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

  Business Response

  Date: 11/06/2024

  Hi *****,

  Please accept my sincere apologies for the refund issue.

  We have tried to issue payment however, the payment has bounced back to us. As this was purchased through ****, we do not have access to your payment records, we refund to **** who then reallocate the funds. Due to the length of time that has passed, the payment details anonymize to protect the buyer.

  So we can issue a full refund for order US14608278, please can you confirm your ****** email address or bank details?

  Kind Regards

  Customer Services

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22481002
  
  I am rejecting this response because:
  pending refund.

  Hello, my ****** email address is ***********************  

  Thank you very much for your help!

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

  Business Response

  Date: 11/08/2024

  Hi *****, 

  Thank you for confirming the ****** address,

  I have asked our account team to issue the refund to the ****** that was provide, As the funds clear the next working day, this means your funds will clear into your account on Monday.
  
  Apologies for any confusion caused and have a lovely day.
  Kind Regards
  ******
  Customer Complaints 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: I have not received a refund. Would you please confirm the refund payment has processed? The last message said it would clear on Monday but it hasnt. Thank you!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/14/2024

  Hello, 

  Please accept my apologies for the delay in the payment being made. 

  I have spoken to our accounts team and they said that it had bounce back, they have re-issued this again today for you. Please can you check that your ****** account is set to receive money. 

  Kind regards

  Customer Complaints 

   

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: partial refund received. Good day, I can confirm the receipt of $14.38 - thank you! Would you please also refund the tax? Total purchase amount was $15.24, so please also refund an additional $0.86 to complete the refund? Attached is an image showing the total - thank you!
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22481002
  
  I am rejecting this response because: I am rejecting this response because: partial refund received. Good day, I can confirm the receipt of $14.38 - thank you! Would you please also refund the tax? Total purchase amount was $15.24, so please also refund an additional $0.86 to complete the refund? Attached is an image showing the total - thank you!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/15/2024

  Hi *****, 

  I have checked and we have only been paid $14.38 by **** and that is all we can refund and have refunded to ****. 

  You would need to contact **** directly if you think that you have paid more. 

  Kind regards

  Customer Complaints

   

   

• Initial Complaint

  Date:10/21/2024

  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.

  On the 9 Oct 2024 I had music CDs that I hadn't used, I found the business DeCluttr online, I scanned 249 CDs and it came to $ ****** that I was suppose to receive from said business. I boxed the CDs up, it was 3 boxes in total, took them to the *** store, I have 3 different tracking numbers, as well as 3 different prices for each individual box. The Items arrive at said business on the 14 Oct 2024. I tracked the items, and it shows they were signed by Greshum, as I tracked each box individually, as they were all received by the same person. I ger an email the next day saying some items wasn't delivered, I said if the same person checked in all three, how is it, some are missing? they said provide them with A physical receipt, *** said the only way you get A physical receipt is if you pay for the items to be shipped, other then that you get A drop off package receipt. This company has A history of scamming people, and it's not right.

  Business Response

  Date: 10/24/2024

  Hi *******,

  From reviewing your order I can see that all 3 boxes were delivered. Due to the number of items in your order, it can take some time to process through each one and sometimes due to human error, items can be missed so please accept my sincere apologies.

  I can see that your order was paid on 10/22/2021 to the amount of $105.01 but there were some deductions due to damaged artwork, however on this occasion I have paid the remainder of the order price and a second payment of 3.35 will be paid into your account within one business day. 

  Kind Regards

  Customer Services

  Customer Answer

  Date: 10/24/2024

   
  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,
  
  ******* M *******

• Initial Complaint

  Date:09/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As the *** tracking shows, my package was delivered to Decluttr AND SIGNED FOR by ***** ****** a warehouse worked employed by Decluttr. Decluttr claims the package was never received and claims fraud. Clearly the package was received **** tracking 1Z867E8W9090965725) on Sept 03 2024.

  Business Response

  Date: 09/25/2024

  Hi Ismail,
  
  Thank you for your message.
  
  As previously communicated in our emails, we have conducted a thorough investigation with UPS regarding this matter. The findings of this investigation have determined that the order in question is fraudulent, attributed to a discrepancy in the weight of the package.
  
  I understand that this may not be the resolution you were anticipating, and I sincerely apologize for any disappointment this may have caused. Nevertheless, please be informed that this decision is final.
  
  Thank you for your time.
  
  Best Regards,
  Sara
  Decluttr
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22331505
  
  I am rejecting this response because: The business claims the package was not delivered, however it was and signed for. Regardless of the receipt weight, the package should be checked to confirm the contents. If UPS has an error with their package weight, but the package was received by Decluttr, then WHATEVER the contents of the package, they are still in the custody of Decluttr and as such Decluttr is responsible. 
  
  Sincerely,
  
  Ismail Saifudin

  Business Response

  Date: 09/26/2024

  Hi Ismail,
  
  Thank you for your reply.
  
  Despite the package being marked as delivered, this did not reach our warehouse. This is precisely why our Claims team initiated an investigation with UPS.
  
  Following this investigation with UPS, it has been concluded that the order is fraudulent. As UPS have rejected the claim, we are unable to re-open this or provide you with compensation.
  
  I am very sorry to inform you that this is our final decision with regards to this matter. We have investigated and reviewed this case thoroughly and our stance will remain on this occasion.
  
  Best Regards,
  Sara
  Decluttr

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22331505
  
  I am rejecting this response because: As the package was signed for, by Barry Kelsey, it must have reached the warehouse and been lost or stolen after UPS dropped it off. A simple linkedin search returns Kelsey as a warehouse worker at Decluttr. How else would UPS know the name Kelsey.
  
  Sincerely,
  
  Ismail Saifudin

  Business Response

  Date: 10/04/2024

  Hello IsmaiI,

  I have thoroughly reviewed your complaint and the correspondence you and Decluttr exchanged.
  
  Regrettably, I must inform you that this constitutes our final decision regarding the declined claim. We have conducted a comprehensive investigation and review of this matter, and our stance will remain unchanged at this time. As previously indicated, we have not received the item, and our communication with UPS has verified that the weight would be accurately recorded at the time of drop-off. Consequently, if the weight appears to be insufficient, you may notice it listed as 6 lbs on the website, which is the default weight utilized by them.
  
  Please accept our sincerest apologies for any disappointment and distress this situation may have caused. Our decision is final, and we will not be able to provide further responses.

  Kind regards

  Amanda 

  Customer Complaints 

   

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22331505
  
  I am rejecting this response because: UPS does not show lost, it shows delivered. Regardless of weight. That means its lost at the destination warehouse\receiving area. 
  
  Sincerely,
  
  Ismail Saifudin

• Initial Complaint

  Date:09/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mailed product and received no payment as of today . Still waiting after1 mo

  Business Response

  Date: 09/17/2024

  Hello April. 

  We're sorry you have felt the need to make a complaint regarding your Order.

  Upon reviewing your order, it has come to our attention that our attempt to process your payment was unsuccessful. We kindly request that you verify and update your bank details to ensure their accuracy. To do so, please navigate to My Account and select the Profile tab. Once there, scroll down to the ******* Details section and log in using your credentials to access your bank information. Finally, click on Edit and complete the fields with your account details so that we may proceed with sending your payment.
  
  Once you have successfully updated your banking information, we would appreciate it if you could inform us, enabling us to process the funds back to your account. You will receive an email notification once your payment has been dispatched.
  
  At this time, we regret to inform you that we do not offer checks as a method of payment due to the geographical constraints of our accounts team; this option has been unavailable for over a year.
  
  Please do notify us once you have updated your details, and we will be able to facilitate the payment for you.

  Kind regards

  Amanda 

  Customer complaints 

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22289672
  
  I am rejecting this response because:

   

  My name is ****** **** . I still have not received a refund from declutter. They make it impossible to edit on line . Please I  need them to send a check or gift  card immediately . Please contact them Im done with this mob organization. Thank you ****** **** . 

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

  Business Response

  Date: 10/04/2024

  Hi April, 

  I am sorry to hear that you have not received a refund. 

  I can see that the customer service team have already advised that we are unable to send a check as we no longer work with checks and we do not have a gift cards. 

  It would only be processed to a bank account or a ****** account. This has been the case now for over a year that we do not send checks out. 

  Please can you let me know if you are able to provide a bank account or ****** account and I can get this refund sorted for you.

  Kind regards

  Amanda 

  Customer Complaints 

   

   

   

  Customer Answer

  Date: 10/08/2024

   
  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,
  
  ****** **** .. pls send payment to my pay pal acct ( **************** thank you!  ************

  Customer Answer

  Date: 10/16/2024

   

  Dear BBB of GA . At this point I still have not  received my 27 $ from declutter I provided information to them to verify its ok to use pay pal 2 wks  again still nothing.. I cant do anymore. no more  please tell me whats next . This  is getting old . Aprill Ward 

  Sent from the all new *** app for iOS

   

  Business Response

  Date: 10/16/2024

  Hello April,

  I am sorry to hear that no one has got back to you. 

  Yes we can use your ****** if you please can provide this and check its set up to received payment then we can get this sorted for you 

  Kind regards

  Amanda 

  Customer service 

   

  Customer Answer

  Date: 10/18/2024

  Declutter is asking me to Download pay pal I have  the pay pal app.. just put my email address in the app and send

  my money and I will accept . Im  not sure what  else they want me to do? Pls advise. Thank you ****** **** . **********************! 

  Business Response

  Date: 10/21/2024

  Hi Aprill,

  I can see your payment for order 1602263, bounced back to us on 08/23/2024.

  We advised that you must update your bank details before we reissue the payment to ensure we are sending the ***** to the correct bank details. Upon checking your account, I can see that the bank details you provided via email, do match the ones we have on file so we will now re-issue your payment, please note this may take up to 24 hours to clear in your account but they should appear within 1 business day.

  Thanks very much for your patience and we apologize for any inconvenience caused by the delay.

  Kind Regards
  Customer Services

  Customer Answer

  Date: 10/22/2024

  I have sent declutter my email address and phone number to receive a pay pal payment so far nothing . I ll just file a claim.this is sad its only 27 dollar there business must be dealing with consumer fraud (**********************)email address phone ************ . Thank you !