Ecommerce
uSellHeadquarters
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have been trying to get paid by ********* for 4 phones that I've sold to them. They received the phones on 5/13/24. It says it takes 3-5 business days to get paid. I'm writing this on business day 10. I've tried contacting their customer support at ********************************** with no luck. I keep getting a canned response of "you need to wait another 1-3 more business days".I have four order numbers that need to be resolved.They have my devices. They need to pay me.Business response
05/28/2024
The customer has been paid via Venmo on all four orders. If they are unable to retrieve the funds, they should contact Venmo Customer Support directly to resolve any issues. Since they have been paid in full, we ask that the BBB close this case out as Resolved. Thank you.Customer response
05/30/2024
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 and the matter has been resolved.
Its unfortunate that I ended up having to file a complaint to get this resolved. I would have preferred to have this resolved with direct communication.
Sincerely,
***************************
Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company offered $115 to purchase my used iPhone. My iPhone was in prestige condition. The battery had been replaced by Apple a few weeks back. They then sent me an email (that ended ** in my spam conveniently) and said that my phone was damaged and they would only pay me $35. I wonder how many people they are doing this to. I am certain Usell is scamming people and selling their phones for much more. This business is extremely sketchy.Business response
12/12/2023
We are sorry to hear that you have not been happy with our services.
Our QC Team found your item to have the "Service Battery" indicator on the device so we sent you a revised offer for this reason.
Since you were not completely satisfied with our service, we are returning your item to you free of charge via **** Tracking: **********************
We hope this has resolved your issue.
Thank you.
Initial Complaint
10/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They offered to buy my ****** Pixel 5 phone for 115 USD and sent a shipping label. I shipped it and received a confirmation they have got it. They offered a payment within 3-5 days from the receipt. It's already expired. I never got any payment or feedback .Business response
10/18/2023
We apologize that you were not satisfied with your recent transaction with us.
Our records indicate that you have been paid the fully quoted amount of $115 via PayPal so we are closing out this inquiry.
Thank you for using our services and we look forward to doing a better job for your in the future.
Customer response
10/18/2023
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
07/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I sent in a device, an apple iPod touch and was not reimbursed the $81 for it. The device was sent in April, the company shows on the tracking link that they received it and still no refund. I have reached out to u-sell MULTIPLE times for resolution of this issue and have not received a response.Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
hello my name is soukaina my email ********************* on trust i dont have any business this long time i was open paypal bussnis but trust me i was dont have any idea about business and personal account with time have skill and i start selling my service and sometimes i buy sold from someones mean exchange this month on 23 i open my paypal with any reason just 15 munit paypal say send me id i sent it after that i received that my paypal close with any reason .please i make this complaining to nkow what happend and if you could help me back my paypal .i nkow about policy but this trust my paypal close with any reason and i hope also nkow me what happent exactly thanks you and my greeting to youInitial Complaint
05/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have repeatedly have emailed them ask them to contact me about a cell phone is sold to them and want it back after they completely didn't email about my phone status. I told them before they made a offer for my phone that I want it back. Then without my permission they sent another offer I didn't agree to.Business response
05/03/2023
The customer has submitted two orders to ** in 2023. The first order was for $27 and they were paid the full amount via PayPal on 03/15/2023.
The second order was sent a revised offer from $30 to $5 due to the battery needing servicing. The customer initially accepted the revised offer via email, but then they emailed our customer service team to have the device returned so we processed their device for return the next business day via **** Tracing #: **** **** **** **** **** **
All of the customer's emails and tickets have been promptly answered and responded to within one business day so there are no issues outstanding.
Since the customer was not happy with the revised offer, they received their device back free of charge, as part of our satisfaction guarantee. As such, we ask that the BBB close out this inquiry as solved.
Thank you.
Initial Complaint
12/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have filed a complaint with USell under their Ticket #******. I mailed 3 IPhones as instructed by the company on 11/15/22. I delivered the postage paid box with contents to the post office myself on 11/15/22. I filed a online complaint with the company on 12/8/22. I informed them that I have not heard from them about my payment for the Iphones. They emailed and said they have not physically received the package and that it was my responsibility to file a claim with the postal service for the shipment. This is their responsibility since I was using their postage paid box under their account with the post office. They need to pursue and file a claim with the postal service since clearly it states on their website that the postage is paid by them. Their shipping box is under their care, custody and control since it is their account with the *****Business response
12/23/2022
We're sorry to hear about your recent complaint / dissatisfaction with our services. We have looked into this matter and believe the case should be closed. We are providing details below:
The customer created three separate orders on our Platform, each of which had a separate **** Tracking # assigned to it. We are providing each Tracking # below:
********************************** ********************************** **********************************
You can input each of these directly into the **** website to attempt to track these packages:
********************************************
Each of these tracking numbers indicate that the package was NEVER MAILED, as they were never scanned or updated. We do not pay customers for creating orders on our platforms and we are unable to submit a claim to the ****, since the package was never mailed. We have no control over the ****, and they are very strict about scanning in their packages.
Since the customer never physically mailed their packages, we are unable to file any claim, nor are we able to pay them on any of their orders.
We ask that the BBB Representative review the actual facts of the case, input the customer's tracking numbers into the **** website and close out this inquiry since there is no substantiation to it.
Thank you.
Customer response
12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:********* needs to file a lost package complaint with ************** since it is their account with the ****. I cannot file a complaint since it is not my account. Per their website directions, I packaged the box they provided and attached their self addressed sticker to their shipping box they provided. On 11/15/22 I dropped it off at the post office per their instructions. I don't know why this business refuses to file a lost package complaint with the ************** on their own account. I will only accept their response if they provide proof that they filed a claim with the US **************. Any proceeds from the **** should be applied towards my account.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
01/16/2023
The customer created three separate orders on our Platform, each of which had a separate **** Tracking # assigned to it. We are providing each Tracking # below:
********************************** ********************************** **********************************
You can input each of these directly into the **** website to attempt to track these packages:
********************************************
Each of these tracking numbers indicate that the package was NEVER MAILED, as they were never scanned or updated. We do not pay customers for creating orders on our platforms and we are unable to submit a claim to the ****, since the package was never mailed. We have no control over the ****, and they are very strict about scanning in their packages.
Since the customer never physically mailed their packages, we are unable to file any claim, nor are we able to pay them on any of their orders.
We ask that the BBB Representative review the actual facts of the case, input the customer's tracking numbers into the **** website and close out this inquiry since there is no substantiation to it.
Thank you.Customer response
01/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
I mailed the package as directed by USell on their website. I personally took their postage prepaid package to the post office on 11/15/22 and placed the package in the mailbox myself. The business must have an account with the **** since it was prepaid postage. They need to file a claim with the ************* Postal Service. This business never contacted me to get information on the time/date or the **** location that I took the package. That proves that this business does not care to investigate their lost package.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Initial Complaint
09/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
Usell has my cell phone. *** tried reaching but no response other then computer generated messages and voicemail when calling them. Ive attached proof of delivery of phone to themBusiness response
09/20/2022
We're happy to help resolve this issue and believe it is just a mix-up. The customer created five orders on our platform. Two of the orders were paid as agreed. The customer then sent in one additional order, but swapped the labels from one order to another. We are asking the customer to confirm the **** of the device they sent in so we can match up the item they sent with the appropriate order, since they swapped the labels. Once the customer confirms the device **** details, we will gladly update their third order to get them paid and close out their inquiry. Thank you.Customer response
09/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Here is the **** NUMBER ***************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
05/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Long story short, I sent my iPhone to usell, added extra padding and also took a video of my phone working before shipping with a time stamp. It was in good working condition. The bid was $21 and I just received an email stating the new price is $1. This is clearly a scam. I declined the offer and we'll see if I get the IPhone back.I read previous reviews, but thought I would give them a chance, but this is terrible service. I'll see if they are willing to correct it.Business response
05/19/2022
Hi,
We apologize that you were not satisfied with our service. A supervisor reviewed the device and did confirm that it was accurately issued a revised quote because it was determined to be damaged with a large bend in the device frame with damage to the digitizer. It is possible that this damage occurred in transit. Therefore, as an act of good faith and one time courtesy the supervisor has authorized payment of the original quote of $21. The payment has been issued to your PayPal account on 5/19/2022 Transaction ID: *****************.We hope that we have resolved this issue to your complete satisfaction.
Sincerely,
The uSell Team
Customer response
05/20/2022
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 and the matter has been resolved.
Sincerely,
*****************
Initial Complaint
04/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I sent my iPhone 6 in its original box and a cardboard box with packing to uSell to receive money for used phone. Phone was in perfect condition when sent. Company replied back saying it was damaged and didnt load. I refused their offer as I read reviews on this company stating that this is their practice to not pay the customer. Saying their *********************** are broken. They returned a phone which was not mine and this one doesnt work. Screen is broken. I would like my 37 dollars that they said my phone was worth instead of sending me someone elses used phone.Customer response
04/27/2022
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 and the matter has been resolved.
Sincerely,
*****************************
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Customer Complaints Summary
12 total complaints in the last 3 years.
1 complaints closed in the last 12 months.