Decluttr

I was looking for a quick way to sell some CD's, DVD's and an old cell phone. I came across Decluttr and it appeared to be legit. I used their scanning app to go through all the items I had. They were accepting a majority of them. Although they WAY underpay for the items, it seemed to be very convenient. I packed all the items into one box, but according to their direction packet, the box could not weigh more than 20 lbs. So I split the merchandise into 2 separate boxes, both under 20 lbs. I shipped them according to THEIR instructions. I received a receipt from the UPS store showing that I shipped 2 boxes. A week or so later I received an email from Decluttr stating that they received my shipment. Approximately a week after that I received another email stating that they only received one box. I informed them that I shipped 2 boxes following THEIR directions and even scanned and emailed the UPS receipt. Their customer service pretty much told me "too bad, let us know if you want us to pay you for the box we received". The customer service rep seemed very unwilling to even try to help me in the process to find my merchandise. I do not recommend this company and WILL NEVER USE THEM AGAIN.

Completed an order to sell an iPhone 6 for $162.50 and mailed the item exactly as described in that order (iPhone 6,128 MB, poor condition, unlocked - based on the fields available on the website) on 12/29/16. Received delivery confirmation from shipping provider that the item was delivered on 1/3/17. Received only $33 via PayPal with no explanation for the difference from the quoted price. Repeated attempts to contact the company have gone unanswered. Submitted inquiries via the online form on the website on 1/9/17 and 1/18/17. Sent emails to all the listed addresses on the website, as well as, the email address associated with the PayPal payment on 1/9/17,1/18/17 and 1/31/17. Called the number listed on the website, which no one answered and did not provide an option to leave a message (just kept ringing) on 1/31/17.

According the Payment Promise on the website Decluttr.com will "pay the full amount we offer for your Tech or return them for FREE". I did not receive any return of my item.

Further, the website states "In some rare cases, however, we have to revise our offer after our quality assessment process due to the item differing from the description initially provided. If this happens with your order, we'll send an email with our revised offer price. You can then choose to accept our new offer or request your items back for FREE - no questions asked. Just ask us to send it back and we'll return it to the address associated with your account!" First, the item was provided as described in the order and second, I did not receive an email with a revised offer price. I have received no communication whatsoever.

So glad your experience went well! Mine has been a total wreck from the date UPS confirmed delivery. It took 3-4 days for them to say they received it after that.

Then, things got worse. The items were promptly looked at and I got a revised offer the next day. I approved within minutes of getting the notification. Then began the waiting.

Now, I'm in some limbo that leaves my entire order in "you approved your offer" status in the app, which is slow and displays different info than their website.

The website indicates my items are "processing" with no other information. Of course, I gave them a chance and contacted support. Big mistake.

The first three times I attempted to use the chat feature on their website, I learned it was a useless bot until it determined you were worth"escalating"to a human. To even get to that point, I had to do an order inquiry with the bot which only offered foreign shipping options as help topics. At this point it's just sketchy.

Then, I waited (1st in line from the moment it opened). The first three attempts ended in frustration after waiting around an hour for anyone to respond on their end. In a chat feature.

Having started this screaming into the void experience 13 days ago, I attempted to get one single living being on chat (no phone number to contact anywhere and slow to no email response). She first implies I'd never actually shipped the items and demanded my proof of shipping receipt, something I was never offered by my shipper nor told to get. Before I could draft a response I received another message demanding the serial number of the old MacBook in the order. You know, the one engraved on the device which they've had for at least a week now?

That experience ended when I asked how I should provide this serial number and the person interrogating me on behalf of Decluttr opted to disconnect. I'm beginning to think trusting this company was a $1,000 mistake.

Tldr; company has been sketchy at best. Beginning to feel like a scam. Support not even knowing my country was one major hint. Half a month without any answers from customer service was another.

I would recommend taking a photo graph of your phone before shipping. My phone was in perfect before and was returned cracked.

I sent a large box of CDs to decluttr. They received my package and it showed being 'processed' for over a month. I contacted them to ask when I would receive payment and they stated that since it had been over 28 days, decluttr would not provide me with a payment for my items. It's clear that they received my items but chose not to pay me what I am owed. I would not ship your items to decluttr, just DONATE them LOCALLY instead. It will save you the time of inputting the info and carefully packing and mailing your goods. It was a bad experience for me.

Here's what they emailed me:
"Unfortunately, we can only make a claim within 28 days of the date of collection of the parcel in question. As per our Terms & Conditions, we are unable to claim for your item(s):
"The Customer must notify the Company in writing of any loss or damage, giving rise to a claim within 28 days of the date of commencement of Transit of the affected Parcel.
If the Customer fails to do so, the Company shall not be liable for any loss or damage, save and except where the Customer proves that:
• it was not reasonably possible for the Customer to advise the Company or make such claim in writing within the time limit applicable, and such advice or claim was made within a reasonable time;
Any Parcels that enter the Transit process are insured up to the value the Company has placed on the items that the Company understands are contained within the Parcel itself.
This parcel is insured by the unique tracking given to the parcel which can be used as insurance with the courier service. "As you are outside the time frame, unfortunately, we are no longer able to make this claim with our courier service."

On 03/20/20, I bought a "refurbished" Motorola G7 play. It arrived on 03/25/20. I tried setting it up but quickly discovered it had a Google security lock on it. I had never seen or heard of it before. Kept asking me to enter the original email that was associated with the phone. I called Motorola within 30 minutes of the phone delivery to see if they could tell me how to get the Google lock off. They could not because it's a security lock. They advised me to contact Google. I called Google and they could not help either. I was then advised to return the phone for refund or replacement. I emailed decluttr, they provided a return shipping label. Now today, 04/02/20 they are refusing to refund my money and accusing me of the Google security lock. It's not mine. I'm beyond livid. Hopefully this will be settled in the honest and fair way by them providing a full refund.

Edit: 10/28/20-
I received notification of a "helpful vote" and realized that I never updated the ending to this experience.
So basically decluttr absolutely refused to provide a refund. Luckily I had paid through PayPal, so I disputed the charges. I was able to provide the proof of me calling Motorola and Google, and the reason I called. I just made another short call to both companies to ask if they could send me proof of my initial call to them and had them email me a short overview. I submitted everything to PayPal and they refunded me within a few hours. A few days later, after reporting decluttr to the BBB and FTC, I received an email from Veronica telling me they had decided to refund me. Even that was a lie, they never initiated the refund, it was taken without their consent by PayPal.

I would not recommend anyone purchasing anything from them however if you choose to do so, please use PayPal as your payment method so you have a way to dispute the payment and get a refund if any problems arise. I absolutely believe that past buyers and potential sellers of electronics should get together and start a class action lawsuit against this company. They are nothing but a scamming company with no morals. It's crazy. They need to rectify the issues and be forcefully shut down permanently.

Can I give a -7 rating? Still have not seen the phone that they said they were shipping back. I'm sure it's just that freak blizzard that hit Georgia and shut down the pony express that must be bringing my phone back. Here's how it works: they offer you more than any other site for your phone so you will pick them (should have been red flag 1), you send it and then they respond that it is not in the stated condition so you get offered a fraction of the offer. I was told my screen was broke upon arrival, I'm sure it was... pretty sure a humming bird egg would have made it as well as I wrapped that phone. I chose to decline the offer so they would send my phone back. They gave me a tracking number but when you check on it, the shipping company has not received it. I would love to call them but they do not have a phone... maybe they should activate one of these phones that they are not returning and use it for a business phone... just sayin'... You will get emails saying they have shipped it but the shipping companies never show having received it. I would actually feel better if they would just send me an email that says "Gotcha" and I would just move on and give my kid the money he/she thought they were going to get for their phone If nothing else it is a great teaching point for my kid about how some people operate. By the way check out the site sitejabber.com for some interesting reviews. My experience is the same as many others. Oh well I'll keep you posted on my progress with a weekly review. Thanks and have a very Merry Christmas... assuming you aren't waiting for a phone or cash for Christmas from decluttr, if that be the case you better scramble for something else... quick, only 4 more shopping days.

Still haven't received my money. Sent a book of 30 books. Offered $8. Still haven't received money. SCAM. DON'T FALL FOR IT.

Had to send 3 emails for return label. Threatened not to refund since phone was locked since phone dead.

Stole my ipad and refused to pay. Customer service is the worst won't help at all. Stay away from this company.

It took a couple of weeks and multiple emails including copies of UPS shipping information but I finally received the promised payment.

I am an eBay seller and decided to use Decluttr to clear some inventory and space. I had in total sent in 7 boxes and around 90 items total over the period of a few days. One of my boxes was a box of 11 books. I did not receive a payment. I checked the tracking and it was late for some reason making it to Decluttr. All the boxes I sent before and after that particular box made it days before this one box. I figured I didn't receive a payment because the box was just late which is weird since I mailed it with two other boxes that made it earlier. After sending a complaint for not getting a payment for the one box, I got a message that 3 of the books were "missing". Those three books were all college text books that weren't your usual. 10 or. 15 book. Even though I purged these books as an eBay seller, I knew they could eventually sell for $30 or more on eBay. I purged them anyway needing to circulate inventory. My payment is being held up due to the books missing from my box. I can only conclude they were stolen by a book seller while the box was in route that recognized the shipping label was to Decluttr and needed to source books during the lockdowns or maybe a Decluttr employee may have stolen it themselves. These ARE just allegations but the fact that 3 college textbooks which ARE valuable to resell went "missing" and I may not get a payment is ridiculous. I have more inventory I want to send in but will likely use another company since I don't think this will be resolved in a manner that will satisfy me. Maybe Decluttr can prove I DID send those books in by matching the weight of the box from UPS vs the combined weight of the books on the order in total. 3 textbooks missing would cause a 4-ish pound discrepancy. Not happy.

I ordered 2x iPhone XS and 1x iPhone 8. Both iPhone XS were ordered as "Good Condition" and they are okay, although one of them has had it's battery replaced by a third party rather than Apple themselves and the side effect of this is that there is always an annoying notification badge on the settings app within iOS and it says something along the lines of "Unable To Verify That There Is A Genuine iPhone Battery Installed", which is, in my opinion, very annoying. The other iPhone, seems all fine but it only has 83% battery health and I was hoping for a bit more. But I mean, I guess that is what you would expect for an iPhone of this age. The final complaint with the iPhone XS's is that both of their on/off buttons aren't as clicky as they should be. I am not sure what the reason for this is, but I know that they should be clickier.

Now regarding the iPhone 8 that I bought in the supposed "Pristine" condition, I was utterly disappointed. It was in a worse state than the iPhone XS's and it has scratches and marks and doesn't look like it was even cleaned before being sold. Other than that, it has 90% battery health and seems to work fine.

I personally have had a much better experience with "Amazon Renewed" and I think that everyone should try that before they use decluttr. I am not impressed.

Regards,
Hudson

Hello Kajal: I am very disappointed with the way my request for my refund is still NOT credited to my Amazon account and also that you have NOT replied to my request that I sent again yesterday. I called Amazon customer service to ask them for assistance and they do NOT have live on-line representatives to take telephone calls due to the COVID-19 situation. Please look into this matter and help me get my $8.91 refund posted back to my Amazon account immediately.

Ntombifuthi and Kajal:

Please re-check... the $8.91 refund you claim that you sent to me on May 9th, 2020 must have been sent to someone else.

I just checked my Amazon account a few minutes ago today at 11:00 am 05/17/2020 and my $8.91 refund (you claim was sent to me on May 9th, 2020) is NOT POSTED to my account even now.

I have repeatedly told Decluttr Store that if they had processed my $8.91 refund as they claim, I would have seen it applied back to my Amazon account back on to my Amazon Gift Card balance by now. I paid for this item with a Gift Card Balance I had on my Amazon account. I have repeatedly checked on my Amazon Gift Card balance since May 5,2020 (and today is May 17,2020) and my $8.91 refund IS STILL NOT Applied to my available gift card balance on my Amazon Gift Card account. I also checked with Amazon Customer Service with an on line CHAT and they DO NOT see the $8.91 refund applied to my Amazon account. So the ethical thing to do is that Decluttr make another $8.91 refund to me. Thanks.