uSell

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello, thank you for the opportunity to address this complaint. Our records show that [redacted] placed an order to sell a Samsung Galaxy S5 in good condition; however, our inspectors noted that there were burnt images on the screen, which would require replacement of the LCD. This is an extremely...

common issue with more recent Samsung devices in the Galaxy series, because they use super AMOLED displays. They are more susceptible to screen burn. Most people don't even notice these burnt images on their devices because they are usually only visible once the phone has been reset to a blank white background. I can absolutely assure you that this is not something that could have happened during transit or at the hands of our inspectors, because this type of issue develops over time. We are proud to offer a risk-free guarantee, so any time a customer disagrees with the assessment, they can have their device returned free of charge. [redacted] contacted us for support after 10PM last night to let us know he wanted his phone back. Per his request, we declined the revised offer on his behalf and it is being processed for return at this time. We have been working with him directly to address his complaint. Please note- our grading criteria is extremely strict, whereas some other buyback companies are not so strict. We want [redacted] to get the most money for his item, even if it is not through our service. We regret that this transaction did not work out as expected. Best,Heather R[redacted]Director of Customer Experience

Order [redacted]

Hello, I am sorry to hear that [redacted] is so disappointed with the outcome of her transaction. I reviewed her account and the correspondence exchanged with our support staff regarding the order in question. [redacted] created an order to sell an iPhone 5 16GB to us for $61.36. It was received...

at our facility on 6/**/15. Our inspectors noted that the iOS Activation Lock (Find my iPhone) security feature was still enabled on the device, which prevents it from being inspected. An email notification was sent on 7/*/15 with instructions on how to disable this feature remotely. A reminder was sent two days later, warning that the offer would drop by more than half if the required action was not taken. No action was taken, so a revised offer of $11.88 was sent to [redacted] on 7/**/15. A reminder was sent three days later, warning that she must decline the revised offer by 7/**/15 by clicking in the email and/or logging into her uSell account to do so. [redacted] did not decline the revised offer via her uSell account within the specified time frame, so payment of $11.88 was automatically issued on 7/**/15. According to our email logs, all of these messages were delivered successfully. We do understand how disappointing this can be; however, this transaction was processed exactly in accordance with our Terms of Service, to which [redacted] agreed when placing the order. Had the device been sent in without the Activation Lock enabled, [redacted] would have received the full quoted amount for it. This is a common issue across all [redacted] products, which is why we make such a point to urge our customers to disable the feature prior to sending their devices to us. The alert is on the checkout page, the confirmation email as well as the shipping instructions included in the prepaid shipping kits that we provide. Unfortunately, Activation Lock prevents the device from being inspected as well as from being activated by a new user. Therefore, it can only be used for parts, which is why the offer amount changed so significantly. Again, we do apologize for [redacted]'s frustration and disappointment. We truly do our very best to help our customers avoid this issue via numerous alerts and email notifications in an attempt to help them unlock the full value of their devices. Kind regards,HeatherDirector of Customer Experience uSel

Hello, thank you for the opportunity to address this complaint. [redacted] created an order to sell an Apple iPhone 5 to SecondHand Cellular, one of the trusted buyers in our marketplace. Our records indicate that SecondHand Cellular actually received an iPhone 4S, which has a significantly lower...

resale value. Therefore, a revised offer of $56.70 was made. [redacted] declined the revised offer, so the phone was returned to him. I did follow up with the buyer and they maintain that they absolutely received a 4S and not the iPhone 5 they were expecting. The [redacted] have disputed this and said that they were going to find out more information about the phone they received back from the buyer. I am currently awaiting this information in order to know how to proceed with this matter.

Hello,
Thank you for the opportunity to respond to this complaint. I have personally already been corresponding with [redacted], as well as her buyer, [redacted] regarding this issue. [redacted] created an order to sell a flawless iPhone 5s 64GB to [redacted] for $247.50....

However, they received a sealed, empty kit that showed no signs of tampering when it arrived. [redacted] records the opening of all kits for documentation of what they received and the condition in which they receive it. In this case, their video shows a sealed envelope, shows it again once it is open and shows the inner bubble pouch sealed and empty. The weight of the package upon receipt indicates that it was mailed empty. 
I have attached a record of the correspondence exchanged with [redacted] regarding this matter. As you can see, I have explained that the reason [redacted] chose "counterfeit" as the reason for revising the offer down to $0 is because we do not currently have an option for buyers to select "empty kit" on our platform. We do acknowledge that this can be confusing, and for that we apologize. We are working to add the "empty kit" option as quickly as possible so that the revised offer reason is clearer moving forward. This is a very unfortunate experience, as a buyer cannot simply pay for an item they never received. Furthermore, as I explained, [redacted] has been a part of our network of professional buyers for a very long time. It would never be in their best interest to claim that a package arrived empty and go through all of the hassle of documenting it, only to have a Revdex.com complaint filed over it. In fact, they reached out to us proactively to notify us that they received an empty kit. 
Again, our sincerest apologies for [redacted]'s disappointment in this matter. I am happy to address any further questions or concerns. 
Best,
[redacted]
uSell

Hello, we are very sorry to hear of the disappointing experience [redacted] has had with this transaction. Our records show that the first time she contacted us for support was the same day that this complaint was filed with the Revdex.com, so we had not yet had a chance to respond with support. It appears...

that her iPad was damaged as a result of [redacted] mishandling, which is very unfortunate. Although our Terms of Service state that we are not liable for any items lost or damaged during transit, we do have an internal claims process to handle rare cases like this. Our senior support staff has been working with [redacted] toward a resolution and we are confident that this will have a positive outcome. Again, our apologies for the frustration she experienced. Best,Heather R[redacted]Director of Customer ExperienceuSell

Hello, thank you for the opportunity to address this complaint. I reviewed [redacted]'s correspondence history with our support staff, as well as the details of the order. We have been working with [redacted] to address her complaint before she filed this complaint. [redacted] placed an order to...

sell an iPhone 5c in good condition. However, our inspectors noted that there was a pink hue burned into the LCD. I'm attaching a photo for your reference. This is actually a common defect in these phones, and users rarely notice it because it is most likely to show up on an all white background. You only see that background when the phone is restored to factory settings. As for the SIM card- we advise all of our customers to keep their SIM card when sending in their devices. This is in the shipping instructions that come with our prepaid mailing kits. The reason we advise customers to keep their SIM cards is because SIM cards are destroyed upon receipt. All of our buyers follow this practice to protect any sensitive information from falling into the wrong hands. One of our Customer Care Representatives left a voice mail for [redacted] on May **, 2015 explaining this process as well. [redacted] should be able to obtain a replacement SIM card from [redacted] directly at little to no cost. I would advise her to go to an official [redacted] store (not just an authorized retailer) to get the replacement. If there is any cost involved, please let me know and I will see what I can do to reimburse her. Best,[redacted]uSell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I have contacted Sprint and they have no clue as to what type of outage usell is referring to.  I am still waiting on payment or to recieve my phone back in the mail.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, I am sorry to hear that [redacted] is not satisfied with my original response to his complaint. Our inspection team said that this type of damage is common in iPads. While it could have happened in transit, it is highly unlikely. As we have explained, our shipping kits are rigorously tested to ensure safety in transit. Again, I can absolutely assure you that our inspection team handles all items with care and would not damage an item just to offer a lower price. As I previously stated, we want our customers to be able to unlock the full value of their devices. Since [redacted]'s iPads were returned to him in accordance with our risk-free guarantee, we cannot simply pay for devices that are not in our possession. The only other option to resolve this complaint would be for [redacted] to create new orders for these iPads (in good condition), then send them in. Once they are received and inspected, new offers will be made, just as they were for the original orders. The offers will need to be accepted, then uSell will pay the difference between the original quoted amounts and the new amounts as a one-time courtesy. If [redacted] wishes to proceed, please let me know. Regards,Heather

Hello, thank you for the opportunity to address this complaint. I am very sorry to hear that [redacted] has encountered difficulty in cashing his check. I can absolutely assure you that the check is completely valid and the funds are available. This number: ###-###-#### can be provided to any...

check cashing location or banking institution to verify the check. I searched our support database and couldn't find any record of [redacted] contacting us for assistance with this matter. We are aware that some [redacted] locations have an issue with our checks; however, it is because of the [redacted] verification service they use. If you would be so kind as to let me know where the check was presented and what exactly [redacted] was told, it would be very helpful. Also, if [redacted] would prefer a payment via [redacted] instead, we just need the [redacted] email address in order to execute the transfer. I look forward to resolving this matter. Best,[redacted]uSell

Hello, thank you for the opportunity to resolve this complaint. I reviewed [redacted]'s account and see she placed an order to sell an iPhone 5 to Early Upgrade, one of the professional buyers in our marketplace. In the complaint she references contacting uSell for support, but she actually...

corresponded directly with Early Upgrade. I'm sorry to hear about the trouble she experienced with her [redacted] tracking number. The number was active and completely valid; however, it does appear that the [redacted] failed to properly scan the package along the way in transit to the buyer. With that said, I am happy to report that the buyer, Early Upgrade issued payment for the full quoted amount via [redacted] on 11/**/14. I hope this helps!Best,[redacted] uSell

Yes I received my money order for the amount originally agreed upon and the 12 dollar returned item fee and it did get cashed so the issue is resolved.

Hello, thank you for the opportunity to address this complaint. This is an unusual situation that is being investigated by the [redacted] and I have actually asked for a postal inspector to intervene but am awaiting their response. In the meantime, I did send the following message to Ms. Killian on...

Friday, August 5th:Hello Lana,My name is Heather and I am the Director of Customer Experience here at uSell. I am terribly sorry for the frustration you have experienced with this process and with our support staff. I can certainly understand how frustrating all of the questions regarding the shipping kit can be. Troy just wanted to be absolutely sure that you had transacted with uSell and not a different service, since the tracking was never activated on your package and the description you gave didn't exactly match our kit. The kit is comprised of a clear bubble pouch with a label of your order details on it and a light gray plastic envelope with the shipping label on it. Our shipping kit does not require you to affix a label; the label is already on it. The only thing you need to do is put your device in the bubble pouch, seal the pouch, then place it into the outer plastic envelope and seal that. The [redacted] tracking number on the kit is: [redacted]. When your package was put in the mail, the postal worker should have scanned the label, activating the tracking in their system. Sometimes they fail to do that, but the package still arrives at our facility. Unfortunately, in this case, we never received anything. Although our Terms of Service state that we are not liable for any items that are lost or damaged in transit, we do have an internal claim process to ensure customer satisfaction. The first step in the claims process is to verify (once and for all) that your item was not delivered to our facility. In the event that the item arrived with damaged packaging and our inspectors couldn't decipher which order it was for, we will have them search the inventory using the IMEI (International Mobile Equipment Identifier). This is just a fancy name for an electronic serial number. If you can provide this number to me I can get the ball rolling now to save some time. If you have the original purchase receipt or statement from your wireless provider you should be able to locate the number there. If you do not have these items, you can contact T-Mobile and they should have the info as well.I truly want to resolve this matter for you as quickly as possible and again, we deeply apologize for the aggravation this has caused. I look forward to hearing from you. Best,Heather Director of Customer Experience However, I have not received a response. It is our desire to resolve this amicably and as quickly as possible.  Kind regards,HeatherDirector of Customer ExperienceuSell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, it is stated in the email that the business would be in contact with me directly, and no one has contacted me yet regarding this. Once I have been contacted and compensated for the difference of $150.50 as promised in the most recent correspondence, I will consider this matter to be resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely, [redacted]

Hello, I'm terribly sorry to hear about the trouble [redacted] experienced with her orders. I reviewed her account and these are my findings:Order #[redacted] to sell a Samsung Galaxy S5 - A revised offer was made due to inspection results showing that there were burned images on the screen. The...

device was returned per our risk-free guarantee on 1/**/16.Order #[redacted] to sell an iPhone 5 for $73.72- A revised offer was made because the screen moved when pressed, which requires repair. The new offer amount was $60.80, which [redacted] accepted. Payment of $60.80 was issued on 1/**/16.Order #[redacted] to sell a Samsung Galaxy S4 for $65.60- A revised offer was made because the screen had burned images as well. This type of defect requires the LCD screen to be replaced. [redacted] accepted the new offer of $12.00 so payment was issued on 1/**/16.All three transactions were processed and completed according to our Terms of Service, to which [redacted] agreed when creating them. Our support staff communicated all of this to [redacted] multiple times. Unfortunately, with the more recent Samsung Galaxy series of phones, the LCD damage is a very common issue. If [redacted] had simply declined the revised offers instead of accepting them, the phones would have been returned right away. Once the "accept" button is clicked, payment is initiated and the device is immediately shipped off to another facility. Therefore, there was no way to reverse the process. We do truly regret that the sales did not work out as expected. If you have any questions, please let me know. Best,Heather RyanDirector of Customer ExperienceuSell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.After contacting them 20 times, they re-tested the phone and verified that it did in fact work and...

are in the process of issuing a check for the originally quoted amount.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 here is a pic of the package OPENED  when they started the video I have a copy of the video if it helps my case they took the phone out and then showed a empty envlope ! I sent them the phone and now they are trying to steal it from me 
I al so got emails where the usell person said she watched the video and there was no showing the envlope open but here is a pic from the video 
I still want the money I was promised they are trying to rip me off I have proof !!!
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]