Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sent my phone in to be bought. They couldn't purchase phone. I updated them with new address. They still sent it to old address. They were supposed to have it sent back to them then send it back to me at the new address. But for last few weeks have ignored my emails and I still don't have my phone.

  Business response

  01/06/2025

  
  Thank you for reaching out to bring this matter to my attention. This is the first notice I have received regarding this complaint, as I did not receive the initial correspondence you mentioned. I appreciate the opportunity to clarify the situation.
  The issue at hand involves a returned device from the customer, ***** *****, which was sent back to them after they rejected our counteroffer. Unfortunately, during the return process, the package was lost. We have already initiated an investigation with ****, and we are awaiting the results. A screenshot of the **** investigation confirmation has already been shared with the customer for their reference.
  Please be assured that we are actively working with **** to resolve this matter and will update both the customer and the ******************** as soon as we have more information. We value our customer relationships and are committed to resolving this issue in a timely manner.
  Should you require additional documentation or have any further questions, please feel free to reach out to me directly. I will ensure this matter is resolved promptly and communicated clearly.
  Thank you for your understanding and patience.

  Customer response

  01/09/2025

   
  Complaint: 22676789
  
  I am rejecting this response because: they never sent me nothing about this I barely received a email on 1-7-25 I believe telling me the package was lost. The explained I could expedite a resolution by receiving $100 the the **** would have to pay it not found. I told them that's fine go ahead and send the $100 and that was 2 days ago and still nothing!
  
  Sincerely,
  
  ***** *****

  Business response

  01/15/2025

  Thank you for giving us the opportunity to provide clarification regarding this matter. Below is a detailed explanation of the events surrounding Mr. ******* trade-in:
  The customer traded in an iPhone 12, which was received at our facility with an iCloud lock/Find My iPhone locked. On the same day, we emailed the customer requesting that they remove the lock in order for us to continue processing the trade-in.
  The customer was unable to remove the lock and subsequently requested the device be returned to a different address. By default, our system returns devices to the original address they were shipped from. Unfortunately, by the time the customer informed us of the change, the device had already been shipped back to the original address.
  Since the customer no longer resided at the original address, **** returned the device to our facility after nearly one month (tracking number: 9402237903687154000503).
  On the same day the device was returned to us, we overnighted the device to the customers updated address via *** (tracking number: 1ZH827F81333622660). *** shows the package as delivered on January 14th, 2025.
  Regarding the resolution via USPS:
  We also explained to the customer that they could expedite a resolution for the lost package by accepting a $100 payment, which **** would cover if the package was not found. However, as the device has now been delivered, the matter is resolved.
  We regret any confusion or inconvenience caused during this process. Our team has acted promptly at every step to address the situation and ensure the customers device was returned as quickly as possible.
  Please let us know if further documentation or clarification is required.

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fair I accept their lies and all. Thank you for my phone back. Finally.
  
  Sincerely,
  
  ***** *****

*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. ↩