ComplaintsforTrademore Services LLC

• Initial Complaint

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  this isnt necessarily a complaint but idk how often you guys check your emails. i ordered a phone earlier this morning from the trademore website and im wondering will it still be processed ? is the website still down or is it okay to buy and my order will still be shipped? im just worried that i spent my money and i wont receive my order sorry to ******. i just know the website was down for the longest time

  Business response

  07/01/2024

  Hello,
  The Trademore.com website is open and processing orders to ship devices. Orders placed Monday through Friday are typically processed for shipment within 24 hours. Orders placed over the weekend, Saturday and Sunday are typically processed for shipment by the end of the business day on Monday. A confirmation email is sent to the email address submitted on the order when it has been successfully created and shipment notification is sent once the order has been processed for shipment.
  
  The Trademore.com support teams hours of operation are Monday through Friday from 8 AM to 6 PM Eastern Time. We make every effort to respond to inquiries within 1 to 2 business days. Please reach out to ********************************** and will happily answer your question or resolve your issue.
  Please include the information below in your email.
  First Name on Order?
  Last Name on Order?
  Order Number?
  Date Order was Placed?
  Device Purchased?
  Ship to Address on Order?

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed some orders through ***** the seller disappeared with my money, they never responded, it is a ******* family company, they have not refunded me 63 thousand dollars 4 months ago. Apparently they scammed me.************** ************** ************** ************** ************** ************** **************

  Business response

  05/31/2024

  We are experiencing an issue with **** had deposited funds from a sale immediately creating a zero balance on our **** account.  The problem is **** cannot pull money FROM our bank account to process these refunds. We have been working with **** multiple ways and believe they have found a way to process the refunds an escalated way, and have received a trouble ticket estimated resolution date of 6/7/24 but hopefully sooner.  Our records for refund match what is being asked here, and we have always intended to refund this however system issues have caused a delay.  Please note, we will not ship to freight forwarders, which is why this happened, the customer keeps ordering and shipping to freight forwarders which we do not ship to.  To be clear, this issue will continue if you order from us again, we do not ship to freight forwarders, and you will likely have the same refund delay if you keep trying to order from us.  Thank you. 

  Business response

  05/31/2024

  This happened because we do not ship to freight forwarders. the **** system is automated and while we try to cancel before shipment, some orders sneak through and our warehouse ships before we can cancel. What happens is ***** knows we do not ship phones to freight forwarders, so the local delivery ************ returns the packages to us because they know they're not supposed to deliver there. Then our warehouse receives the packages back (undelivered to customer) which prompts the refund.  For **** the problem occurred that the money from the sale was already sent to the bank auto deposit (it usually goes once a month but this large order just happened to hit the day before the deposit was sent so it cleared out our account).  Our bank accounts are setup as deposit only and cannot have funding pulled FROM the bank account, to provide the return.  This customer kept ordering devices although being told not to, which just compounds our negative account balance with **** further.  This customer is following our company across multiple platforms (amazon/****/our own website) and keeps ordering, but we keep asking them not to.  At this point in terms of this BBB complaint, once we get the refund finally processed thru **** before 6/7, we hope the customer will stop harassing us because every order they place that we can't cancel in time for the warehouse to not ship it costs us time and money to pay to have it shipped back to **, confusing, errors, etc.  Its beyond frustrating, this customer has put us on a national watch list because they buy the phones to ship to a freight forwarder and then ship the phones from the freight forwarder to another country.  We dont have the details on that but it's for sure enough for us to not want to do any business with them.  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ****** and my order number is QTX2507178. This business is taking months to get my payments and they never intend to pay me for the iPhone i sent them!Please advice!!

  Business response

  05/01/2024

  A device was never received from this customer.  Our Terms and Conditions stipulate we must actually receive a device, in working condition, with any lost/stolen protection like Find My Iphone removed, in order for a customer to receive payment.  The customer is claiming to have shipped the most expensive device possible for trade in, with **** 355822265809002, which was never received at our warehouse.  If you look up the **** on any **** checker like swappa, it shows the **** is currently blocked meaning it is lost/stolen (find my iphone lock) or being actively used, which means even if the customer had actually shipped the device (they didnt) it is worth $0.00 due to the Find My Iphone lock being active as no other person can activate the device besides the owner of that apple ID. To be clear, this device was never received by us. I attached a screenshot of swappa which I pulled today 5/1/2024 showing Find My Iphone locked, indicating the device is actively being used or lost/stolen.  "******" has not provided an address to the BBB in their claim, in fact they barely filled any part of the BBB form out.  Real customers with real complaints generally fill out all information, like the device type, address, etc. Our site had been a target of exactly this type of scam, where a person claims they shipped the most expensive trade in device but really did not, hoping to receive a payout by causing confusion and threats online.  We have obtained legal counsel to address such scams and stop internet bullying for attempted fraud.  I am happy to forward customer information, including any IP addresses, physical address, phone numbers, and other identifiable information to the appropriate authorities to pursue legal action if further attempts are made to bully us into paying for a device which was never received.

  Business response

  05/01/2024

  For this complaint we saw a rise in customers claiming they sent a device to us but really didnt.  They are either using a shipping label that delivers to a random address in the same zip code as us, or they are sending us an empty box.  They wait a while to ask about it. Our warehouse processes thousands of orders a day, everything is tracked, and all serial numbers are scanned immediately upon receipt, we use a ******* warehouse to process our trade ins which has incredible security, we are not a small company based in a garage.  This phone was never sent to us.  They're also following the same fraud patterns others do, as they request the highest trade in value device we accept, which is the newest devices.  It is incredibly rare customers actually trade in a phone less than a year old, a phone that originally costs $1500, and they would get $700 trade in for it. If a customer does trade in a device like that, they usually have very detail documentation and pictures of the device, I know I would. I also would be following up daily if someone owed me $640, this "******" person has waited months, really? Also, the amount they are claiming on BBB $720, does not match the $640 they agreed to receive if they actually sent the device. This is just someone trying to scam companies out of money by sloppily spamming lots of "trades", hoping one company accidentally pays them. They're also pompous about it, signing off on their emails "love" (screen shot attached).  The phone serial number they gave us is locked, meaning it is actively being used or was stolen. Both of those things would mean we do not have the phone, and if we did we would ship it back with $0 payment because the phone is worthless when locked.  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my iPhone 15 ****************************** on February 11, 2024. My order number is FL12599136. I sent it via *** and it was received the following Wednesday after I sent it trade was supposed to send payment of $690 to my PayPal account and they never did. Theres no phone number for them and they have not responded to my email.

  Business response

  03/29/2024

  Good afternoon,

  We apologize for the delay in the processing of your Trademore trade-in order (FL12599136). I hereby confirm that the payment has been processed (on 3/29/2024) via PayPal, to the email address you provided during order creation ************************ The PayPal payment can be identified with the following transaction ID: *****************.

  Our aim is to have the payment sent out as soon as the device is fully inspected and confirmed the match the device we were expecting. Unfortunately, due to a process error, the payment was not automatically generated and required manual intervention, which generated significant delays.

  We hope that the payment confirmation above resolves all concerns you had with this order. In the event that you experience any issues with accessing the funds in your PayPal account, please do not hesitate to contact us here, or at **********************************.

  Again, we apologize for the extensive delay in this situation, and we hope that we have been able to resolve the issue.

  Sincerely,

  The Trademore Customer Support Team

  Business response

  04/11/2024

  Good afternoon,

  We apologize for the delay in the processing of your Trademore trade-in order (FL12599136). I hereby confirm that the payment has been processed (on 3/29/2024) via PayPal, to the email address you provided during order creation ************************ The PayPal payment can be identified with the following transaction ID: *****************.

  Our aim is to have the payment sent out as soon as the device is fully inspected and confirmed the match the device we were expecting. Unfortunately, due to a process error, the payment was not automatically generated and required manual intervention, which generated significant delays.

  We hope that the payment confirmation above resolves all concerns you had with this order. In the event that you experience any issues with accessing the funds in your PayPal account, please do not hesitate to contact us here, or at **********************************.

  Again, we apologize for the extensive delay in this situation, and we hope that we have been able to resolve the issue.

  Sincerely,

  The Trademore Customer Support Team

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I sent my iPhone 11 to sell.. I have a tracking number that states they received it and they wont disperse payment! Can u help! They have no number or direct email!

  Business response

  02/27/2024

  ************** sent an inquiry regarding the order on 2/27/24. Payment was issued on 2/27/24.

  Customer response

  02/28/2024

  I have reviewed the business response and accept this resolution. My payment was submitted once I made a complaint! All of a sudden. Thank u

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I had got on Trademore.com website to sell them my IPhone 15pro *** for the amount of 720 on date of December 5 2023 is when the company had emailed me about the item saying it will be a few days for they can inspect they can inspect the iPhone now all of a sudden they saying that they cant find my iPhone I have gave them the IMEi number and the tracking number they have not reply back to my emails I have tried selling another item on the website just to see will that reply back to the new order onces they emailed back I let they know that they already had my iPhone 15pro *** and wondering whats taking so long with my item either pay me for my iPhone 15 pro*** or send it back they have no longer reply back to none of my email..

  Business response

  01/24/2024

  The payment for order 5Z52552377 was sent to the PayPal account of *********************. 

  No other action is required for the order. 

• Initial Complaint

  10/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I feel like trademore has scammed me. How long does it really take to scan in a phone and inspect. I sent in order XSK2529750 after getting a quote of 489 with no updates. If the package says delivered then why isn't there an update. I want to know what will happen with the phone I sent. This website is very disorganized and customer service isn't really helpful.

  Business response

  11/07/2023

  We acknowledged a payment delay with order XSK2529750 and paid *************** the following day. A bonus payment was also paid for her cooperation in accepting the alternative payment method.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18th, I setup an account with ********************** and received a quote for my apple watch series 3 for $50. Order number TUK2490831. The packaging arrived several days later and I packaged it up, powered it on to make sure it was good beforehand, and sent it *** exactly as instructed. Checking on the tracking number from ***, the package arrived on July 27th at 9:35am. I waited and gave Trademore time to process. It has been more than two weeks and there is no record of the device being received on their website (for my account) and no correspondence. The email on their website will not actually permit an email to be sent.

  Business response

  08/31/2023

  Hello *******,
  
  We apologize for the delay with your order.
  
  The device payment was sent to your PayPal account on August 13, 2023, after the carrier confirmed the package had been lost in transit to the Returns Center.
  
  We appreciate your business and look forward to serving you in the future.
  
  Thank you,
  
  Trademore Support Team

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent a ******* Galaxy A53 smartphone to TradeMore after accepting their offer and they will no pay me for my accepted offer and they have no customer service phone number to contact them.

  Business response

  08/29/2023

  Hello Codey,
  
  We sincerely apologize for the delay with your order.
  
  The payment for the ******* Galaxy A53 was sent to the PayPal account provided at order entry.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly at **********************************.
  
  Thank you,
  
  Trademore Support Team

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shipped off 2 devices on the 2nd of August where they were received 2 days later. After they were delivered I received an email back saying they hadn't yet received them and when I went back to check the website the tracking number had changed without notice.

  Business response

  08/23/2023

  Hello *******,

  We apologize for the delay with your orders, UXV2493939 and P682493937.
  

  The packages were scanned but delivery could not be confirmed by the carrier. Our lost package claims were accepted.

  The initial offer payments were sent to your PayPal account on 8/10/23.

  Please view the payment transactions in the account.

  If you have additional questions, please contact us at **********************************.

  We are sorry for any inconvenience.

  Regards,

  Trademore Support Team

   

   

*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. ↩