Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I decided to sell my pristine iPhone 12 Pro Max to BuyBack Boss. I received a quote on 1/8/2025. Its in pristine condition. Absolutely No scratches or dings or any visible wear or tear. I was told by my liaison that I would receive a follow up regarding the test results towards the end of this week and then proceed with payment after sending the test results. I know the condition is pristine as I took several photos and videos before packing it and while packing it up. The package arrived at 10:18am in ********, ******* on Thursday, 1/16/2025. I was expecting to hear something by the end of business day today or tomorrow. I just reached out to my liaison and she is now stating next week, the earliest will be Tuesday. This is contradicts her email from the 1/16. I would like my phone processed and paid for in the timeframe that I was originally quoted. This is inconvenient for me. If I knew that they take 2 weeks or longer to test and inspect a phone, I would have chose a different company or put it up for sale myself. I have sold phones to other companies and I have never waited longer than 48 hours to receive the testing information and payment.

  

  Business response

  01/31/2025

  Hi ***, 

  I am very sorry to hear of your dissatisfaction and I appreciate you bringing your concerns to our attention. We have since completed your order and reached an amicable solution. You have since received your payment and we hope to work with you again in the future!

  Thank you,

  Buyback Boss Support

  Customer response

  01/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** took immediate action and sped up the processing time for the inspection of my iPhone. They were professional and helpful. I am satisfied with the resolution. 
  
  Regards,
  
  *** ******
  
   
  

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent my iPhone 12Pro Max in its original packaging with literature and cables for them to purchase. We could not agree on the price so they agreed to send it back. They only sent back the phone and kept my original box and cables.

  

  Business response

  01/06/2025

  Hi *****,
  
  I am very sorry to hear of your dissatisfaction. Any accessories sent with the device are recycled responsibly upon receipt of the order. This detail can be found on our FAQ page on our website and your order confirmation document that is sent to your email at check out.
  
  We are unable to send these back to you and are really sorry to hear about your dissatisfaction. In the interest of your satisfaction, we would be happy to order and send you a replacement set of accessories or offer a replacement payment of $25 that we can send to you through a mailed check or eCheck. Again, we are very sorry for the misunderstanding and do not wish for you to feel that you are at a loss. Please let me know how you would like to proceed and if there is anything else I can do to improve your experience with us.
  
  Thank you! 

  Buyback Boss Support Team

• Initial Complaint

  12/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order# ****** Date of transaction: 30th Nov 2024 I sent in my Apple watch 6 46mm which was appraised highest by these guys at $81. I had used my watch with a watch cover since day1 so there was not a single scratch on it but these guys reduced the price to $57 after receiving it, saying it had dents and ************ is basically a bait and switch offer.

  

  Business response

  01/06/2025

  Hi ********, 

  I am very sorry to hear of your dissatisfaction and I am very happy that we have since reached a resolution. 

  We always want our customers to feel heard and know that we take their feedback seriously. I took a look at your order and your order details originally described that you would be sending in an Apple Watch series 6 in Flawless cosmetic condition. We mention on our website that our Flawless cosmetic condition is for devices with no signs of wear on the screen or body of the device that can be seen with the naked eye. 
  
  
  We mentioned in our email to you that unfortunately, due to a few scratches on the screen and frame, your order was graded into our Average condition category. We specifically differentiate between Good and Average condition categories on our website by noting whether the scratch can be seen at arm's length or with the screen powered on. We are always happy to provide photos of our findings and additional support to our customers regarding their orders as well as free fast returns for customers that are dissatisfied for any reason. I very sorry that we proceeded with your payment without making additional efforts to ensure that you were more satisfied with your evaluation and transaction.
  
  
  Your satisfaction is my top priority and I thank you for the opportunity to win back your business and provide a better experience for you. 

  Thank you,

  Buyback Boss Support Team

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped off my phones to be mailed them for a price agreed on for them to buy from me. The named company did not send me my money they promised. When they received the phones they said 3-5 business days and this has been going on since December 2 2024. Also they will not respond to my emails anymore since the first email I sent to them. Im supposed to be getting $400.00 to my ****** account.

  

  Business response

  12/23/2024

  Hi ****,

  I am very sorry to hear of your BBB case and thank you for bringing your concerns to our attention. I am sorry if our emails may have been routed to a spam folder, but I can assure you that our team member, ***, has responded to all support inquiries. Additionally, we have since provided you with your evaluation details and sent your payment to your ****** account on December 16th. 

  If there is anything else we can assist you with, please let us know!

  Thank you, 

  Buyback Boss Customer Support

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau Team,I hope this message finds you well. I am writing to request your assistance regarding a transaction I made through ****** on August 1, 2024. I paid $3,748 USD to the seller Buybackboss for the purchase of phones and iPads.The seller provided me with a **** tracking number (**********************) on August 2, 2024, but despite more than two months passing, I have not received the goods. I have reached out to the seller for an update, but unfortunately, the situation remains unresolved.Given this prolonged delay and lack of delivery, I would like to request a refund for this transaction. I kindly ask for your help in resolving this matter and retrieving my funds.Thank you for your time and assistance. I look forward to your prompt response.

  

  Business response

  10/25/2024

  Hi there, 

  I am very sorry for the shipping delay as **** has informed us that your shipment has not yet reached landfall yet. However, I understand you have been working with **** and we would be happy to issue a refund for the delayed/lost package if you would prefer and again apologize for the delay. 

  Please let me know how you would like to proceed at your earliest convenience!

  ***** at Buyback Boss

  Customer response

  10/25/2024

  
  ?????:
  
  ???????????? ID ******** ?????,?????????????????????????,??????,??????????
  
  ??,
  
  ******* *****
  
   
  

• Initial Complaint

  09/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sept. 3, 2024 I took a pic of my watch there were hardly any scratches and definitely no deep scratches. I can send pics. They used another watch. This company took my charger, part of the wrist band and original box. I did not get that any of that back. I want my original box and chargers. Also, sent an ipad, that yes was not in good condition, but I want my box and chargers back for that too.

  

  Business response

  10/01/2024

  I am very sorry to hear that you were not satisfied with your evaluation results and would be happy to help you. I took a look at your order and your order details originally described that you would be sending in an Apple Watch in Good cosmetic condition and an iPad 7 in Faulty condition. We mention on our website that our Good cosmetic condition is for devices with lights signs of wear on the screen or body of the device that can be seen with the naked eye. 
  
  We mentioned in our email to you that due to a few scratches on the screen that could be felt with a fingernail, your order was graded into our Fair condition category. We differentiate between Good and Fair condition categories on our website by noting whether the scratch can be felt with a fingernail when lightly brushed against the present scratch. Regarding your iPad, we unfortunately, cannot purchase devices that do not power on. This is for your data security because we cannot confirm that all personal data has been removed if we cannot turn on the device. I very sorry that we proceeded with your returns without making additional efforts to ensure that you were more satisfied and confident with our testing results.
  
  Regarding your accessories, this detail can be found on our FAQ page found here as well as your shipping label. I resent your shipping label to you for referenced and outlined the step where we do mention our accessory policy as well. 
  
  We have since offered a replacement value for your accessories as a courtesy to improve your experience. I am very sorry for the misunderstanding and do not wish for you to feel that you are at a loss. As mentioned, creating a happy customer experience is my top priority and we would much rather invest in your satisfaction than break even or turn a profit on a device sent to our office. 
  

  Thank you!

  
  

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The phone can only be activated by ATT, once the original owner fulfills their contractual agreement; the seller misled me by saying the phone could be activated under an ATT contract. That is not the case.

  

  Business response

  07/08/2024

  Hi *****, 

  I am very sorry for the dissatisfaction. We try to be 100% accurate with all of our evaluations but understand that mistakes do happen. If you would like to open a return request with us, we would be happy to issue a full refund. Can you please confirm your order number so that we can assist you?

  Thank you!

  Customer response

  07/08/2024

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a $200 buy back quote for an iPad in perfect condition. I sent the iPad in a bubble wrapped package in perfect condition. I was able to factory reset the iPad, remove my Apple ID before shipping. Upon receiving it they are claiming the screen is broken and sending me a picture of a malfunctioning screen and a bogus offer of $38. I want them to file the claim with *** shipping insurance and provide me with the money. Because now they will be shipping me back a broken iPad that was perfect never left a case before I sent it to them. Why would I select the iPad was perfect if it wasnt and expect payment in full, and how would I reset it if the screen is as broken as they claim it is. Ugh this is ridiculous. I knew I shouldnt trust it from the beginning and my gut was right.

  

  Business response

  06/12/2024

  Hi *****, 

  I am very sorry to hear of your dissatisfaction and would be happy to assist you. We have searched your last name and the email attached with this complaint and are not locating your described order in our software. Can you please provide your order number or the email you used to place your order so that we can assist you further?

  Thank you,

  ***** at Buyback Boss

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent Buyback Boss my phone trade-in but declined the offer they returned my phone but the iPhone box and cable dont ship with my phone. Led me to believe they kept my items

  

  Business response

  05/31/2024

  Hi Trey, 

  Thank you for taking the time to contact us and we are sorry to hear of your dissatisfaction. I apologize for the mistake as we advertise on our website that we responsibly recycle all accessories but when processing orders through BackMarket, the accessories should have been returned per their policy. This was a mistake made during our arrivals process where your order was processed originally like an order through our website buyback program instead of BackMarket's buyback program. Your accessories were responsibly recycled and we apologize for the error. 

  We have since come to a resolution through BackMarket and you will be receiving a reimbursement for the accessories per BackMarket's policy. This has been sent to you 5/31/2024.

  Thank you for your patience and I again apologize for the inconvenience. If you have any additional questions, please feel free to reach out to us through your BackMarket customer profile. 

  Thank you, 

  ***** at Buyback Boss

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent my phone to them on 12/6 and received confirmation of their receipt on 12/8. I then heard nothing back from them. I finally contacted them by email on 12/19 and was told that it would take another 5 - 7 days to evaluate my phone (*****) I also got an email from ******* who said they were having issues with a process and would get back to me in a day. ******* did get back to me with an offer that was 1/4 of the original for a phone that was scratched and still locked to a carrier. The problem with this is that the phone I sent them was used with a leather case, was never dropped, was completely wiped before being sent and has the Simm card removed. I would definitely not recommend using this service ever.

  

  Business response

  12/28/2023

  Hi *****, 
  
  Thank you for your response. I am very sorry for the dissatisfaction that you are experiencing as it was not our intention. To clarify, the value of your device dropped significantly due to being locked to Tracfone and not specifically due to the wear identified on your device. With Tracfone devices typically in much lower demand than devices locked to the larger networks, we are not able to offer as large of a value. 
  
  In the interest of improving your satisfaction, we did reach out to you regarding your payment and have since been requested to send payment for your order. We also offer free returns to all customers who are not 100% satisfied with their transaction for any reason. You did request for us to send your payment instead of opting for a free return and we will have your payment sent to you this evening. 
  
  Please let me know if you have any additional questions or concerns regarding your order or evaluation. If there is anything else that would also improve your experience with us please let me know and I would be happy to assist you to the best of my ability.

  Thank you, 

  ***** at Buyback Boss

  
  

  Customer response

  12/28/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

*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. ↩