ComplaintsforReCell.io
Electronics Recycling
Additional Complaint Information
Customer Complaint:
BBB has received a recent increase in complaints and customer reviews from consumers stating they get a quote from ReCell.io to purchase their used cell phone and when they attempt to cash the check, the check bounces. BBB has also received complaints and customer reviews stating that the consumer was quoted a specific amount they would be paid for their cell phone, but after they send it in, the company states they are going to pay them less due to the poor condition of the phone (scratches, cracked screen etc.)
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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
06/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Sent Recell my sealed in box phone, the phone had an issue so they returned it but kept the box/charger/pamphlet. I have been emailing them for over a week and I keep getting ignored. This is for order **********. I also did not receive payment for **********, can but you send pdf please? I just got a response back from Recell by emailing them from a different email not associated with the orders. Weird. I am still filing this until I am made whole.Customer response
07/06/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by ReCell.io regarding complaint ID ********. They have ignored my every request for them to pay me what they owe me and have blocked me on social media.
Regards,
Ronnie ******Initial Complaint
06/01/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Everything seems legit. You request a *** label and they send you one. I sent the phone and received a prompt response saying it had arrived. I waited for them to inspect it. Days pass and they come back saying the phone has scratches that are deeper then they expected and therefor my offered price drops. I accepted the new offer and they follow up saying it takes 7 business days. I wait more then 7 business days and since then I email them and they have stopped responding. I now see all of these reviews about this company. I ask for the payment to be either made today, well after I have waited 7 days or they can send my phone back to me with tracking. They now will not respond and there is nobody I can call. THIS IS THEFT! I will be taking this to small claims court if I hear nothing back by end of day. Do not let them get away with this!Business response
06/05/2023
This payment was made last week via *******Customer response
06/05/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. The payment was only made to me after I threatened to take action by reporting the phone as stolen, taking them to small claims court and going through the BBB to get my money back.
Regards,
Codie ******
Initial Complaint
05/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
Found Recell.io via ************ and followed their direction on providing the condition of my ****** 12 to get an offer from them. I received an offer of $310 for my like-new ****** 12 and promptly send the phone to Recell. Upon receiving the phone, they claimed my phone was not in like-new condition because there were 'fine hair marks' on the phone screen and claimed they would need to replace the screen and they reduced the offer to $260. I declined and asked them to send it back to me. They reached out again and offered $270 (a mere $10 increase) which I also declined. They then claimed they sent it back. A few went back and I did not receive the phone. I emailed and the customer representative (Ariel) replied and claimed the package got returned back from **** "for unknown reason". I said this is BS and told them to either send back promptly or send me a check of $310. Ariel called me on my phone and gave more BS and eventually became very rude and I asked to speak to her manager but nobody called back. Few days went back and still no response (email/phone) and the phone was not sent back. I sent a few more emails and said I would file a complaint with the Attorney General office and eventually got a response that says the phone was sent back. By this time it has been also 3 weeks. Few days after they claimed the phone was sent back and I still have not received back my phone. I emailed again and was told I needed to contact the local **** office to find out where the package is??!!! This is totally crazy and unacceptable. Another BS and I believe they have kept my phone (which is in pristine condition) and do not want to pay. It is a theft!Business response
05/23/2023
This device was returned and marked as delivered by ****. Customer stated they never received device. We advised customer that they can initiate missing mail search due to it being marked as delivered. Please see attachment.Business response
05/30/2023
We have advised Mr. **** to contact the local post office to see if they have the device, but he refuses to contact them. We have explained to him, that we are unable to initiate a missing mail search because we are the sender. We have also advised Mr. **** that insurance will not cover the device due to the device being delivered. Unfortunately, there is nothing we can do on our end.Customer response
06/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Recell.io is ultimately responsible for the safe delivery of the phone back to their clients and it is up to them to choose which shipping method/subcontractor to use. It is not my place nor I am not responsible on their choice of delivery partner. If the device is not delivered back to me (and I am their client), it would be their job to find out what happened and follow through instead of asking me to do that. They are essentially asking me to work for them for free as their warehouse processor. In this case, since I still have not received my phone, legally they are still in possession of my phone and it is their job to make sure I get the phone that belongs to me, or they will have to pay. It is simple as that. Saying something like "there is nothing I can do on our end" is irresponsible. Can you imagine if they do the same to all the people who gave them their phone for resell? or can they say the same if someone purchases a phone from them, pay the money and not receiving their phone? They would ask the person who already paid the money to "contact the local office" or "there is nothing I can do"?
Regards,
Danny ****Initial Complaint
05/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 5/5/23 I received a price from recell.io to buy my used phone for $175 and an email from my personal representative who will guide my process. On 5/10 I received notice that my phone has been received and would be processed in 2 business days On 5/10 I received an email that my phone passed inspection and was in the agreed upon condition and my check for $175 would be issued within 7 business days On 5/11 I received another email from my personal representative should I need anything or have questions On 5/18/23 I sent an email to my representative Ariel asking for a payment update. On 5/18 I received a reply from Ariel stating I was on the 6th business day and would receive a payment confirmation within the next business day. No further emails have been received after I have inquired 2 additional times. Payment has not been received. I trusted the site ************** that recommended recell.io as a buyer with the highest price and didn’t realize how many complaints have been filed until after they stopped communicating. Sellcell may be connected as a partner pushing sellers to use recell.ioBusiness response
05/22/2023
This payment was sent today via PDF for mobile deposit. Please see attachment.Customer response
05/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Nicole ****
Initial Complaint
05/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I went on a website called ********.com to sell my ****** ** *** ***. I was offered $685 for my “good” device. I shipped It off on 5/6 they received It 5/8. I know Its only been a week but they stopped responding and have not sent out payment which they say Is within 2 days. Im not waiting a month or more for payment like others. Atp I just want my device back In the condition I sent It.Business response
05/22/2023
This payment was made on 5/16 via check. Please see attachment.Business response
05/26/2023
This is the timeframe that **** has set for delivery. Our payments department does have the option to send a pdf via email for mobile deposit, which can be printed off and mobile deposited if your check has not arrived. as of today 5/26/2023. Please let us know how you would like us to proceed.Customer response
05/30/2023
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I received my check and It has cleared. Thanks!Initial Complaint
05/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I sold 23 pieces of ****** XR to the business recell.io at the committed price of $140 per piece, totaling $3220. The package was received by them between March 21-23, and they promised to make the payment to me within 7 days. However, they never sent me the payment. After reaching out to their representative multiple times, they claimed to have sent a paper check to my mailbox on April 14th, but I never received it to this day. I then requested e-check payment on May 1st, and they promised to send it to my email within 48 hours, but I still haven't received anything. This needs to be resolved ASAP. Order Numbers: #********** *********** *********** ***********Initial Complaint
04/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Business claims to buy used electronic goods. The company acknowledges they received the goods in good working order. What the company claims is a 10-day process is fast approaching 30 days. Im hopefull billilling is just slow, but the real possibility that I'm being scammed hasten eluded me.Business response
05/04/2023
This payment was issued to customer on 4/29/2023. Please view attachment.Initial Complaint
04/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 22. 2023 I sold my phone to this company. I sent it in with the packing slip and packaging label provided by them. My order number is **********. On April 2, I messaged them for an update as the tracking stated my phone had arrived many days before, and I still had not received payment. On the 5th, the company told me they were looking into the status of my order. I have attempted to contact them 3 times since April 5 but still have not received a response. On April 15, I informed them I would be making a BBB complaint if they did not either return my phone to me or send the payment as agreed upon. It is now April 18 and I still have not received a response, leaving me with no other option than making this complaint. I will be happy either receiving the $540 payment we agreed upon, or the company returning my phone in the condition they received it.Initial Complaint
04/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have reached out via email several times over the past week without a response. They have received my phone on 03/17 & there is STILL no update about the status of the inspection of it. It’s been almost a month & this is absolutely ridiculous & unacceptable. They should be closed down if this is how it’s gonna be. Either I want the money or the device back.Initial Complaint
04/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The Seller has to this day. Never communicated with me…not one time. Sold me an ****** that is defective due to an aftermarket Display replacement. When I went to install my new ******. ***** rejects saying the aftermarket screen “does not function properly.” ReCELL_io has a return policy of 60 days. He will not accept my return. Swappa…the company ReCELL_is sold me the ****** through. Said that the will not do anything. Even though there policy clearly states “all Sellers must promptly fully refund any defective product sold.” So ReCELL_io and Swappa have stolen my money because the ****** is useless. Please help!Business response
04/13/2023
This return was not refused. The device was returned and refund was made. Please see attachment.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
68 total complaints in the last 3 years.
1 complaints closed in the last 12 months.