Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to sell two phones to the aforementioned company. During the phone verification phase, the company's practices were deceitful in two significant ways:Model Misrepresentation: I sent two phones for verificationan iPhone 13 Pro Max and an iPhone 14 Pro, both 128 GB. However, I was informed via email that both phones were iPhone 13 Pro Max models, and the prices would be adjusted accordingly. This was incorrect. It raises concerns about either theft and replacement of the phone or gross incompetence by the personnel who failed to verify the phone model correctly.Battery Charge Deception: The company claimed that one of the phones I sent would not hold a charge. This was false, as I had been using this device without issue until I upgraded to a newer model. This deliberate misrepresentation by their verification team is unacceptable.When I tried to escalate the issue by contacting a U.S.-based representative, I was directed to an out-of-country call center. This call center had no authority to resolve my complaint and informed me that no one from Gazelle USA would respond to me via phone or email. This lack of accountability is highly unprofessional and suggests deceptive business practices verging on criminal behavior.

  

  Business response

  02/06/2025

  Hello ********, thank you for bringing this transaction issue to our attention. On 1/31, you contacted us regarding your transaction, in which we confirmed one out of your two devices had been processed for inspection, with the other pending inspection. During this communication you requested a reevaluation of the Apple iPhone 13 Pro Max 128GB (Unlocked) regarding the battery condition. Our team advised that the offer had already been accepted and due to this we are unable to request a reinspection. At the time you informed us that you also sent in an Apple iPhone 14 Pro 128GB (Unlocked). Our records show the Apple iPhone 14 Pro 128GB (Unlocked) was processed separately on February 3 and was accepted. We acknowledge that the devices were initially swapped under the incorrect transaction id resulting in an error of the iPhone 14 inspection value. We contacted you on 2/03, apologizing for the mix-up, and offered a payment adjustment for the iPhone 14 Pro, which you accepted. At this time all payments have been processed via ******. We appreciate your feedback and patience regarding your transactions. If you have any further questions or concerns,please contact our customer care team.
  

• Initial Complaint

  01/29/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Utilized EcoATM with the hope that I would receive some last minute cash for a trip I needed to take. Unfortunately, they took my phone and never paid me. As of now, since no money was exchanged for the device, the phone was reported stolen to *****, because the agreement is now null and void.

  

  Business response

  02/04/2025

  Hello ********, thank you for reaching out regarding your transaction at the kiosk. On January 12, you reached out to our team regarding a payment issue for your device in which the email provided at the kiosk for payment was incorrect. While on the call you advised that while the model the kiosk evaluated was accepted, this was incorrect. Our agents advised on the transaction being accepted and the processing of the payment to the information you provided. At the time you requested to speak with a higher up, in which our agent advised they would escalate your claim and have a supervisor contact you directly, which was denied with you disconnecting the call. On 1/13 we received your message via social media regarding the payment for your device. Our agents responded back, advising that at this time the payment was sent back as the email provided was invalid and we would proceed with issuing payment via check. Our agents attempted to follow up via phone and email on 1/15 and 1/17 with no success. On 1/29 we spoke with you via phone advising on the payment being returned and processing the check to send to you. You advised that you had reported the device stolen and wanting the device back. We flagged the device to confirm once received, since payment was returned, we would be able to return the device free of charge. On 1/31 the device was confirmed received at our warehouse with contact attempted via phone and email on 1/31, 2/03, and 2/04. At this time, we are awaiting follow-up from you to proceed with resolving your claim. Please contact our customer support team by 2/11 to proceed with the options available. 

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a iPhone 14 from gazelle. Just a month after having the phone, my provider T-Mobile, locked my phone. After calling them I was told that the phone has an outstanding balance from the previous owner. Meaning the person who sold the iPhone 14 I purchased still owed money to T-Mobile and gazelle still purchased the phone from them. T-Mobile will not give me any details on how much money is still owed and they cannot unlock the phone until the previous owner or gazelle pays the balance. From what I can tell, it was illegal for gazelle to purchase this phone because they were not the owners of the phone, T-Mobile was. And then selling to someone else (me) was also fraudulent because they are still not the owners (T-Mobile). Gazelle is making me do all the work, contacting T-Mobile. Sending proof the phone still has an outstanding balance. Getting written proof on official letterhead, etc. I do everything they ask and they still ask for more.

  

  Business response

  01/24/2025

  Hello *******, thank you for contacting us regarding your recent order. As part of our inspection process, we check the **** of every device we receive to ensure it is clean and able to be activated. Devices are inspected both upon receipt and prior to being shipped out. Please note that we do not purchase devices flagged as financed through the ****. On 1/18, you contacted our team to inform us that your device was marked as financed and unable to be used through T-Mobile. Since your order was outside our 30-day return policy, as well as the **** being cleared initially, we requested proof showing that the device could not be activated. On 1/23, we received the required documentation. After reviewing this information, we have approved your return for a refund outside of our normal policy. We contacted you via phone on 1/24 to inform you that your return was approved and to check your email for the return label. If you have any additional questions, please reach out to our support team.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gazelle (ecoatm) purchases used technology products. I sent in an Apple iPhone 14 Pro 256GB ****** in perfect condition and they claimed it was not in good condition on 12/10/2024. I asked for it to be re-evaluated which was supposed to happen in 1-3 days. This took over a month with multiple contact attempts from me. The phone was reevaluated and came back with the same claims. I asked for it to be returned to me and Id sell elsewhere. I just received today and it is not my phone. It is not the model I owned, so effectively they stole my phone and sent me a broken phone. I would just like to be paid for my phone or have it returned.

  

  Business response

  01/28/2025

  Hello *****, thank you for contacting us regarding your recent transaction. We apologize for the inconvenience and understand how frustrating this situation can be. On 12/11, you reached out to our support team regarding your transaction, stating that you disagreed with the evaluation of your device.During our inspection, we found that the condition of the device was not as quoted, which affected the offer. We advised that we could either reevaluate the device or return it to you. On 12/18, you requested a reevaluation of the device which was completed with the same inspection results initially. On 1/17 the reinspection offer was declined with the device shipped back to you the same day. On 1/23, you contacted our support team stating the device you received was not yours. To investigate further for resolution our support team requested the **** associated to the device your received along with the **** of your device originally shipped out. Since an **** is specific to each device, as well as providing device details such as the model of the device,this information will help us verify whether an incorrect device was sent and ensure we can return your original device to you. Currently we are awaiting this information to be provided to our support team so we can review and resolve your claim. Please contact our support team once able to supply this information. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent my iphone 12 to Gazelle for which they quoted $235. After sending it they wanted to reduce the payment by half claiming battery wasn't fully holding a charge which I never experienced and scratches of which there were none. I'm not even sure they were actually looking at my phone since neither of those things was true. I declined the offer and they claimed they returned the phone to me 1/9/25, tracking # **********************. As of 1/22/25 I not only still don't have the phone back but there is NO tracking data at all. In fact **** tracking says the package was never dropped off with them. Everyone knows it is impossible to have no data after all this time when packages are scanned when received and at every transit point along the way. Trying to follow up just elicits a repeat of claiming they shipped it on 1/9. My conclusion is that they either lost my phone or are stealing my phone. Their customer support is non-existent, some call center reading off a script powerless to either act or escalate. I proposed they just pay me the original quoted amount but of course they still just ignore everything. Perhaps Gazelle's trade in program is just a total scam which looks increasingly likely to me.

  

  Business response

  01/27/2025

  Hello *******, thank you for contacting us regarding your recent trade-in. We apologize for the delay in receiving your returned device. We received your Apple iPhone 12 on 1/8, and it was processed the same day with the inspection showing not only condition change from what was quoted, but the model of the device going from an iPhone 12 Pro to an iPhone 12. Due to this, the original quoted offer was lowered with an email sent regarding the new inspection offer.On 1/09 the offer was declined with the device processed to return back to you.Unfortunately, the return shipment was delayed due to weather conditions. According to your **** tracking number, the device shows delivered as of 1/25. If you have any further questions, please contact our support team. 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a phone on January 4 with 5-7 day shipping. The phone was never delivered. When I tracked the phone through ****, it said Gazelle never gave them the phone to ship. I called multiple times over the following weeks, but they ***eatedly said it was a **** mistake, and that they delivered the phone to **** to be shipped on January 9. A customer service *** told that it would definitely arrive no later than January 17. When it did not arrive on January 17, I submitted a loss claim form and was told it would be processed within 48 hours. I called again today (96 hours later) and they said I need to wait a minimum of 10 additional days to see if the phone turns up anywhere before they are willing to ***ort that it was lost. Even if I wait 10 more days, I have no reason to believe that they will ***ort it lost because every time I call customer service, the information they provide me is inaccurate and they tell me I need to do something else. Gazelle needs to either send the phone I paid for (with overnight shipping) or return my money I paid for the phone immediately.

  

  Business response

  01/31/2025

  Hello ******, thank you for reaching out regarding your delayed order. We sincerely apologize for the delay and the inconvenience it has caused. Our records show that the device was shipped out via **** on 1/9, with an error in the tracking information not populating via ****. Due to the tracking not updating for several days we sent you a document on 1/17 to fill out regarding the lost device at the time. On 1/21 we received the document for review in which **** had updated the tracking to show this was in transit to you. Since the tracking was updated, our team notified you your device was in transit with the form no longer needed. On 1/28 we followed up with you via phone to confirm that the device was received as tracking showed delivered on 1/24. Confirmation of the device received was given as well as a partial refund for the delay. At this time, we understand the frustration due to the delay with **** and miscommunication and appreciate your feedback. If you have any further questions, please contact our support team. 

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/3/25, I had an Apple IPhone stolen. I was able to track it to an ECOATM kiosk machine using another device, and so I called the number on the machine to ask if someone could come and open it up to retrieve it, but they refused. They said they had to wait for their people to empty the machine and send it to their warehouse for processing. They said all I could do was contact the police and report the phone as stolen, and so I did. They would then be able to use this information to track it once it was processed at their warehouse. (In addition, ***** was also able to track the phone to this same location, and the police officer confirmed a phone was sold to this kiosk around the same time mine went missing). I have called and emailed customer service several times to give them all of this information, but they just keep saying it is still being processed and they haven't found it yet. I asked them for a phone number directly to their warehouse, but they refused to provide one, stating "they didn't have a number they were able to give out". They also keep giving me conflicting stories on how long this should take. It's been over 2 weeks, and I called them again today stating how upset I was this hasn't been resolved yet, especially since I have provided them with all of the proof they should need to research it. Also, I don't understand why they can't trace the phone by the date, location, and who/when it was picked up by. They just keep apologizing for any inconvenience and saying how they "understand my frustration", but still says there's nothing else they can do. I sent an email today advising of my intent to file a lawsuit in small claims court, but yet they didn't seem to care. Again, I have already sent them all they should need to prove the phone was in their machine (which is not even my job to do in the first place!), so I don't understand why they can't resolve this in a more timely manner. I feel these kiosks need better control.

  

  Business response

  01/24/2025

  Hello *****, thank you for reaching out regarding your missing device. We apologize for the inconvenience this has caused. On 1/4, you contacted us regarding your device that was tracked to the kiosk. At the time our agent advised on requesting law enforcement assistance to retrieve the device. While an officer was present with you, they refused to provide the identification needed to allow access to the kiosk. Due to this, we requested the **** of the device in question, to proceed with our flagging process. On 1/6, we received the **** of the device from a different law enforcement officer. At that time, we informed you that if the device was located, we would send it to the *********************** and provide transaction details to the officer, as they requested. On 1/23, we notified you that the device had been located and shipped to the *********************** the same day. Please contact the officer for assistance with retrieving your device. If you have any additional questions, dont hesitate to reach out to our customer care team.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ************** Windows tablet to a ecoATM kiosk located inside *******. Upon trying to get my tablet evaluated it somehow got stuck under the glass inside the kiosk. I immediately contacted support who had me get ******** manager on duty to retrieve my tablet for me. I informed support after my tablet was retrieved that my screen appeared to be cracked. Support took pictures and escalated my claim. I was told 24-48hrs to be compensated or contacted with further information about my claim. They have not compensated me. They have gave me a big runaround and keep asking the same questions until this morning when I received a email stating Im not the person who was at their kiosk. When I in fact was the person there and the person that contacted them and the person who met with the ******* manger as well as the person who the tablet was returned to. I have spoke with them over the phone as well with no resolution.

  

  Business response

  01/24/2025

  Hello *****, thank you for contacting us regarding your transaction at the kiosk. We sincerely apologize for the inconvenience this has caused. On 12/30, you reached out to our support team regarding your attempt to sell your **** Venue 8 Pro ********* the time, the kiosk had an error in which your device became stuck under the glass. With assistance from our agents, you were able to successfully retrieve the device back.  Upon inspecting the device, you later informed us that the screen of the device was cracked. We requested photos of the damage, which we received on 1/4. At that time, we informed you that the claim would be reviewed by our escalation team within 12 business days. On 1/6, a higher-level representative reviewed and contacted you to gather additional information regarding the transaction, during which you mentioned that you would attempt to provide the tablet's serial number. On 1/14, you informed us that you were unable to locate the serial number, in which our agents investigated further of the attempted transaction initially. While reviewing your transaction, we noticed that the device was attempted to sell by a second individual, which you confirmed was you and your boyfriend. On 1/23, after further review of your claim, our representative contacted you with the proposed resolution regarding recycling of your device at the kiosk and the agreed amount for payment. Currently, we are awaiting the device to be sold to our kiosk to proceed with the additional compensation. Please contact our team by 2/3 to confirm that you have sold the device so that we can finalize your claim and issue the payment. If you have any further questions or concerns, dont hesitate to reach out to us.

  Customer response

  01/24/2025

  I received a call from eco atm and was first offered $20 for my device and was told that I could purchase the same device online used for that. Then was offered $50. I was quoted $160 to replace my screen from a repair business. Im not satisfied at all and was kinda upset by the fact of telling me my tablet wasnt worth anything to them and that they wanted me to once again take my device to their kiosk and have it recycled but have to wait until they received it then they could send me a check to my home. I dont trust this for 1 and for 2 why couldnt they just give me a drop off code so I could have compensation on the spot? 3 they told me they do not accept ********* Windows tablets. I would like more out of my tablet and not be forced into giving it up for what they wish to pay me. Id be happy with a drop off code to receive $100 minimum or be sent a new tablet

  

  Business response

  01/31/2025

  
  Hello *****, thank you for reaching back out. With every device recycled at our kiosk our pricing is determined based on the make, model, capacity, and condition of the device as advised. On 1/23 while speaking with our customer support team you were advised that due to the model and condition of the device this would be classified as recyclable only. While we understand this can be upsetting, our support agent advised a resolution of payment which you agreed to. Since this will be out of our normal process, as the device is recyclable only, our agent advised on the necessary steps needed to have a payment sent out. On 1/30 our agent attempted to reach out and clarify the steps for you to receive payment, as the device does not need to be received at our warehouse, but a completed transaction at our kiosk showing the device has been dropped off. At this time, we are awaiting follow-up from you to proceed with the agreed resolution. Please contact our support team by 2/3 to proceed with your claim resolution. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone had been stolen from me when I realized It it was January 4 I immediately turned on stolen device protection for my iphone since I had the find my iPhone attached to my tablet. January 17th I get a call from someone from my phone that I had lost I checked my find my app and it showed my phone was on and it was in ************************************ I contacted the place gazelle and ecoATM as well they told me they cant give me any information on the device I provided proof of my location of my device as well as the **** , SERIAL NUMBER everything on my end after an hour and a half they tell me they cant find it and they cant do anything at the moment regarding my device even though its there and someone called me from the warehouse then turned off the phone and stopped picking up

  

  Business response

  01/22/2025

  Hello ******, thank you for reaching out regarding your missing device. On 1/17 you contacted our support team regarding your device. With any contact regarding a missing device our team will advise on retrieving the **** for our systems to flag. If the device is received at our warehouse, we will then proceed with documentation that is needed to return the device free of charge. You were advised of this information via phone on 1/17 when the **** was provided. On 1/20 our management team reached out regarding your claim to confirm information you provided for the lost message on the device. On 1/21 the device was confirmed received at our warehouse with an email sent to you for next steps. The required documentation was received with the device being shipped back to you on 1/22. If you have any further questions please reach out to our support team. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent two ******* S8+ telephones to ************************** (parent company *************************). Per the ***** the items were delivered on 12/30/24 and Gazelle acknowleges receipt on 01/02/25. Gazelle was supposed to inspect the devices and if in the condition that I represented, they would be paying me $50.75 via Amazon credit for both devices within ********. Having not received a response on their inspection, I started a chat with a representative a couple of days later. They escallated the matter to the warehouse for assistance with finding the devices and having the inspection completed. Again, I received no feedback and initated a chat a couple of days later. I was again told that they would escallate to the warehouse, and wait a couple of days for resolution. Again, I received no feedback and initated a chat a couple of days later. During this chat I was told that the warehouse needed "proof of ownership" and as such, I needed to provide the **** numbers for the two devices. After placing multiple calls to cell carriers, I finally got the **** numbers and provided them to a Supervisor via phone at Gazelle. I have now called twice more to Supervisors and have been told 1) the **** numbers that I provided are incorrect 2) since I was not told that the numbers were incorrect, they would expedite to a manager for processing the credit or finding the devices in the warehouse. That was on 01/15/25. I was told to allow ***** hours for response. I received no response and called back today, 01/17/25 and was told there were no updates and allow an additional ***** hours for response. I asked to speak with a Manager and I was told that was not possible. I have requested a call back from a Manager, however, it will take ***** hours for a return call. They cannot located my devices via the PS tracking number provided by Gazelle when I mailed the devices, nor have they satisfactorily addressed my complaint.

  

  Business response

  01/22/2025

  Hello *****, thank you for reaching out regarding your transaction. We apologize for the inconvenience this has caused. On 1/04 you reached out via our chat to request an update regarding your payment for your devices. At the time, the devices had been confirmed received on 1/02 but not inspected for payment. We advised on the time frame regarding the inspection process with notification sent via email once completed. On 1/07, 1/09, and 1/15 we communicated with you via phone and chat regarding the delay. On 1/20 our support management reached out via phone and advised on the process as well as the delay issues caused by weather conditions. As of 1/21 the devices have been inspected, declined, and processed for return. If you have any further questions,please reach out to our customer 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. ↩