Complaints

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to sell Buybackboss two iphone 13 pro *** for $647 each. I took pictures of them, packaged them properly and sent them off. When they arrived Buybackboss told me that both phones were scratched and they would inly give me $359 for them. To prove they were scratched they sent me a picture of a scratched phone. I did not agree to this bait and switch price and asked them to return the phones to me, which they did. When I got the phones back they were in perfect condition and did not match the pictures they sent me. They clearly sent me a picture of another phone and tried to get me to accept a lower price. Terrible business practice. Unfortunately now that over a month has passed the value of my phone is significantly less than it was when I sent it to them so not only did I lose a lot of time sending them the phone, arguing with them over the price and now having to sell it again but I also lost cold hard cash since the value of my phone is much lower now than it was when I sent it to them.

  

  Business response

  11/24/2023

  Hi *****, 

  I'm very sorry to hear that you were dissatisfied with your transaction. You had two open orders with us, both including an iPhone 13 Pro **** Once your order was received to our office, we found that both of your devices showed signs of wear. You submitted both of your devices to be in flawless condition category. We state on our website that devices that qualify for our flawless condition category must be free of any signs of wear.  We provided photos of the wear and unique identifiers (**** numbers) for the devices in each of your orders through email once our evaluation was complete. Upon sending the photos we took of your devices to you, we then received a few photos of one of your devices that you had taken prior to shipment but noticed that the photos provided for each order were actually of only one device. When we inquired if the duplicate photo was sent accidentally, we did receive a request to return your order to you which we did as guaranteed on our website. Once your orders arrived back to your residence, you reached out to us to state that the devices you received did not show signs of wear. We then followed up to confirm the **** numbers of your devices again to ensure that you received your correct order and to assist with identifying the wear that we also found on your device.  

  Our evaluations are conducted in our office under normal office lighting and we do not make note of any wear that cannot easily be seen with the naked eye under normal conditions. We also provide explanations to each of our condition categories on our website so that our customers can evaluate their devices at home and select which category it best fits in to ahead of placing their order with us so that they have an accurate quote for their item ahead of it being delivered to our office. 

  Please email ********************************** if you have any questions regarding your return or condition status of your devices. 

  Thank you,

  ***** at Buyback Boss

  Customer response

  11/24/2023

  they didnt address the fact that they sent me a picture of a device that was not mine as justification for why they lowered my price. I have seen many other complaints with similar situation.  Seems like this is a common business practice. If they decided my phone wasnt of the quality I said that is one thing but to send me a picture of a device thats not mine as justification is unacceptable. 

  

  Business response

  12/01/2023

  Hi *****, 

  Thank you for your response. I can assure you that the photos we sent of your devices were of your specific devices. We confirmed your device IMEI numbers with you as well to confirm that we had the correct devices according to your personal records. I am very sorry to hear of your dissatisfaction in the transaction overall, but the photos we provided were of your personal devices. If you have any other questions or concerns regarding your transactions please let me know and I would be happy to assist you. 

  Thank you,

  ***** at Buyback Boss

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a a quote for selling my iPhone XR 256g of almost $200. I was using this phone up until I sent it out because I upgraded my phone. My phone was in near perfect condition. I have plenty of pics that Ive taken of my phone up until the day I sent it to this company. Now they are insisting that I have a screen burnout. I didnt have that when I packed and shipped them the phone. I want my full amount that they promised me. They didnt even provide any pictures as evidence. I have copies of the email that they sent to me trying to cut my offer in half. If I had know they would do this I would have gotten more money at a kiosk than what they are offering to send me. I have included a copy of what they offered me as well as recent pics taken of my phone. You can clearly see there is no screen burnout.

  

  Business response

  05/23/2023

  Hi ****, 

  I took a look at your order and it looks like after receiving your order to our office we did find minor *** damage on your device. *** damage is caused by the *** plate beginning to separate from the digitizer which can cause uneven bright spots on the screen. Your device had a small bright spot near the middle left of your screen that we provided you a video of to show both your device's unique IMEI number and the bright spot on a white back ground. There was a little confusion at first on what qualifies *** damage and you originally sent us a screenshot of your display which unfortunately does not capture the *** damage because a screenshot captures the displayed image and not the condition of your digitizer or *** plate. We explained this in our response to you and your transaction has since been resolved and paid for. 

  If you have any other questions that we can assist you with please let me know and I would be happy to help!

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company advertises and offers to pay for used cell phones. Sent in 2 apple iPhone XS *** unlocked phones because they offered $213 each. on receipt they came back with low ball values. Bate and switch false advertising.

  

  Business response

  04/24/2023

  *********,

  We're sorry to hear this is your experience so far. I've reviewed the order details and can speak to your complaint. We do not operate with a bait and switch mindset and have no intention of providing "low ball" offers to you or anyone. All of our offers are available online for viewing and correspond to the condition of the device they are listed with. It appears you placed an order with us to sell 2 iPhone XS *** devices in the "Flawless" condition. Our "Flawless" condition is described on our site as "Like New and in flawless cosmetic condition with no signs of use." Upon inspection of your devices, we found noticeable wear on the screen of one device and heavier scratching on the entire screen of the second device. Since neither device was in flawless cosmetic condition, your devices fell under our "Good" and "Fair" conditions respectively and your offer price was adjusted to those conditions. We gave you this evaluation information and photos of the devices in our email correspondence regarding your order. We also offered to send your order back free of charge if you did not want to proceed. 

  We strive for an excellent service all around while adhering to our site condition guidelines. The device evaluation results have varying degrees of noticeable wear and do not fall under the "Flawless" condition listed on our site which is why the offer was adjusted. We can offer the new order total of $317 or get the order sent back free of charge. If I can help answer any questions please let me know.

  Thank you,

  ******** at Buyback Boss

  Customer response

  04/24/2023

  No. You sent inferior shipping packaging as well. Your txt suggested you would pay for damages on receipt. Your offer was a lie and your business is definitely bate and switch. You offered a good price then low balled on receipt. Very very disappointing. More than likely my phones will be damaged more so during return shipping. Really suggest that you pay the offered amount. 

  

  Business response

  05/02/2023

  Hello,

  I would like to take the opportunity to reassure you that we do not operate with a bait and switch mindset and have no intention of providing "low ball" offers to you or anyone. All of our offers are available online for viewing and correspond to the condition of the device they are listed with.
  
  The details of the order stated we would be receiving two Flawless devices. The Flawless condition states the devices need to be like new and in flawless cosmetic condition. Your devices have noticeable wear, wear that is consistent with everyday use of the devices. Because there is noticeable wear on the devices, they are not in flawless cosmetic condition and fall under a different condition category. Additionally, the order did not have any notes of damage upon arrival, photos were sent over of the devices the same day we completed your evaluation and no damage was noted.
  
  We were able to work directly with this customer to come to a satisfactory solution. Please let me know if I need to provide any documentation supporting this.
  
  Thank you,
  ******** at Buyback Boss

  Customer response

  05/03/2023

  
  Better Business Bureau:
  
  Still false advertising.  Offer made good after multiple emails and BBB complaint.  Rec'd offer amount with a note forcing their opinion and pretty much calling me a liar.  Close and post this complaint for all to read.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Are used a website called buyback boss to buy my phone. They offered me $490 for my phone I uploaded a picture of what it look like before I sent it. And then there is a after of what it looks like after they received it they said that there were deep scratches. And the phone appears to be cracked when I went back to the reviews on the website. Apparently they have done this to numerous people so they scammed me. Even if I cant get the full amount, I dont want this to happen to anyone else.

  

  Business response

  06/26/2023

  Hi *******,
  
  I'm sorry to hear this feedback. I can assure you we only operate with ethical behavior and did not do anything like what you are suggesting and would not do that to any customer for that matter. I did review your order details and all communication. You placed an order with us to sell an iPhone 13 ************ 128GB device in "Good" condition. When you placed your order, the Good condition states the device be free of heavy and deeps scratches.
  
  Upon inspection, your device had deep scratches on the front glass and we provided photos of the condition of the device. With this in mind, the device best fits our Fair condition as listed in our quoting process. We let you know of the adjusted offer and awaited your decision to proceed or have your item sent back free of charge. 
  
  We follow our site conditions listed in the quoting process and have to stick to these descriptions so our customers know what to expect. If you have further feedback or a future device you would like to sell, please reach out to me at ********************************** and I will personally place the order with you so there are no surprises during inspection. 
  
  Thank you,
  ******** at Buyback Boss

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my iPhone 12 to buyback boss on 12-22-2022. Took pictures before I sent it. They got my phone on 12-27-2022. 10 days after having g my phone a Crack appears to knock 300$ off the price I was to receive 348 down to 64. I packed the phone in bubble wrap envelope. I think it was conveniently broken to drop the price. ************** Was my liasion. First 4 pictures are ones I took the day I mailed my phone to them. The last picture is the Crack from buyback boss.

  

  Business response

  06/26/2023

  Hi *******,
  
  We apologize for any delay during the holiday season. We were running a 5-7 business day order completion timeline and we did complete your order within that stated timeline. Your order details stated you were selling an iPhone 12 in "Mint" condition. Our "Mint" condition requires the device to be cosmetically flawless with no cracks. Upon inspection, we found a crack on the back of the device. Due to the crack, the offer was adjusted to the "Damaged" condition and we sent an email noting this. We also provided photos of your item with the photo you provided of your device. In each of the photos you can see the crack present. I only point this out to clarify that the device was not damaged at our facility and that the evaluation of your device is fair and accurate. If you would like us to resend these photos we are happy to, just let us know. 
  
  We sent your item back free of charge as you requested. If you have a future device you would like to sell, please reach out to me at ********************************** and I would be happy to walk through the order process so we can make sure you get your quoted payout. 
  
  Thank you,
  ******** at Buyback Boss

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sent a ******* galaxy s21 ultra 5g phone in for purchase. They did not send my payment and now there ignoring my message. They have an app. in the playstore called twig. The postage label was addressed to Buybac.

  

  Business response

  12/30/2022

  Hi *******,
  
  
  I hope you are well. My name is ******** from Buyback Boss and Im reaching out because I received two notices on complaints with an order from Twig. 
  
  
  Im sorry for any issues youve experienced with your order from Twig and wanted to review the order with you as I think theres been a misunderstanding. 
  
  
  I wanted to clarify that Buyback Boss is not Twig. Twig is an international company that allows consumers to sell items and Twig utilizes third party companies like Buyback Boss to complete the order and evaluation of the items. The app you referred to in your complaint is an app solely owned and operated by Twig, Buyback Boss has no connection to the app. Additionally, anyone youve been in contact with at Twig is not part of the Buyback Boss company and we have no access to any messages that have been exchanged with you. Im so sorry if the order process has not been easy, we truly have no insight to what youve been told. 
  
  
  Buyback Boss is only responsible for receiving and evaluating your order. **** is responsible for giving us the order information, taking our evaluation and giving you the information to complete the order for payment. Payment also comes from Twig directly. 
  
  
  What I can see from your order is that we received the order on December 16th, we received the information necessary for evaluation on December 21st from Twig, and from here we evaluated it for Twig to complete your payment. 
  
  
  In addition to this, Ive personally reached out to Twig to ensure your payment has been sent. **** has assured me that payment was sent to you and any delays you experienced were due to the package being shipped with a voided shipping label. If this is not the case, can you please let me know? 
  
  
  Please also let me know if you have any questions at all and I will be happy to help.
  
  
  Thank you!

  Customer response

  01/04/2023

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a Iphone 13 Pro 512 GB for a gift my daugter they told me the phone was unlock when i got around to try it it was,nt so i took it to a service provider they check IME they also told me the phone has out standing balance owe on the phone .after there i can,t do anything with it witch i purchase it through **** July 25 2022 payed !******* therefore all i want is my 1******* back

  

  Business response

  11/07/2022

  Hi ******,

   

  You purchased a brand new iPhone 13 Pro with 512GB on the AT&T network. We listed the device specifically as an AT&T device and stated is was only compatible with the AT&T network as shown in your screenshot. We did not state it was an unlocked device in any detail or correspondence. I'm so sorry this is a surprise. At this point, we have provided the product that you purchased and we cannot proceed with any return and refund as the device has been delivered since July 28th, 2022.  

   

  Thank you,

  Brittany at Buyback Boss

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 21, I got a price quote from Buyback Boss for a ******* Galaxy Tab A Lite. I had only used it a few times and decided that I didn't want to keep it. The price I was quoted was $45 and I returned the tablet in the original box which nncluded tge charger. The tablet was in perfectly good working condition, powered up and was damage-free. Today, I received an email from someone named ***** reporting that the tablet was damaged because I didn't include the pen (which did not come in the box when I purchased it) and told me that my offer was now onlly $3.00. I told her that if all they were going to pay was $3.00 to just keep the tablet and recycle it. I also asked for an explanation of how the tablet was was damaged. Thinking about this, I don't think I am being treated fairly, and either expect a more equitable amount, or have the tablet returned to me with the original box and charger, which is worth more than $3.00. I have used Buyback Boss in the past and was happy with their service, but feel as if they are trying to cheat me on this transaction. My order number is ******.

  

  Business response

  09/08/2022

  Hi *******,

  Thank you for your message! I'm so sorry for the confusion we caused. It looks like our evaluator was under the impression that a pen was included and part of the device, which is not the case. This is the only reason the item was recategorized and received an updated offer. Our customer experience team checked with our supervisor to review if a pen was required with your tablet and was advised that the tablet model you sent it does not have a pen included. We let you know the steps we took and fixed the offer back to the original one you received. We were able to issue your payment in full. Apologies for the mistake on our end and we're glad we could get it corrected for you! If you have any questions, please feel free to reach out to us at **********************************.

   

  Thank you,

  Brittany at Buyback Boss

• Initial Complaint

  08/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This place is a complete scam the Refuse to mail.me back my tablet they bait and switch the price on me I need help to get my tablet back.from them there communication is really bad

  

  Business response

  09/02/2022

  Hi there,

   

  I reviewed the order and we spoke with each other via email. We never refused to mail back your order. When we spoke, you let me know you hadn't received our follow up emails to confirm your return address before sending it back. We believe our emails were landing in your spam folder. We had a separate email chain where I confirmed your return address and provided the return details for your order. Your order was successfully sent back to you free of charge! Additionally, your order was for a full functioning devices with all original parts, however your item was missing the pen the came with the device. The missing pen is the reason your offer was lowered. If you have any questions, please reach out to us at **********************************. 

   

  Thank you!

  ******** at Buyback Boss

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was made an offer for them to purchase my tablet they made me an offer and I sent it in then when they received it said it was locked and I tried everything but ended up having to send them my login and password per their request just for them to say it was in good condition but their offer was now $0 and asked if i wanted then to donate it or send it back. I asked for it back and it's been a month and it never came back on top of all my accounts being hacked which had never happened before

  

  Business response

  08/24/2022

  Hi *******,
  
  
  I believe I have just sent an email to you regarding a Trustpilot review today.

  First off, I can assure you we didn't utilize any passwords or hack into any accounts. The device you sent in had a ******* account still on the device which locked it and prevented us and any user from testing the device. The credential you sent to remove your ******* account was used on the physical device you sent in to remove the ******* account only. In no way would we misuse or reopen any credential provided.
  
  
  Additionally, it appears the device sent in was not the model indicated in your order which is why the offer fell to $0. The device you sent in is not actually a device we purchase so we offered to recycle the item or get it sent back. When reviewing your order now, I saw the order was saved as a recycled device and as a device that needed to be sent back. Unfortunately since both of these statuses were saved in error, the order was stuck in a limbo state and never generated a notification to send back the order. I'm so sorry for this issue. We had no intention of having the device stuck in this limbo state and have located and prepped it to be shipped back tomorrow. 
  
  
  You will receive an email with return tracking tomorrow and I'll personally ensure it goes out with ***** expedited shipping. If you have any questions, please let me know.
  
  
  Thank you,

  ******** at Buyback Boss

*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. ↩