uSell

Good Morning, I apologize for the delayed response to this complaint. [redacted] filed this complaint about an order that was finalized over a year ago, so I had to find out if he was referencing the correct transaction.  Our records show that [redacted] created an order to sell an iPhone 4S 32GB ([redacted]) to [redacted] (one of the professional buyers in our marketplace) for $97.50 on 6/**/14. When [redacted] received the phone, they noted that it had the iOS Activation Lock (Find my iPhone security feature) enabled. We notified [redacted] and provided 5 days for him to disable this feature, but he failed to do so. Activation Lock prevents the buyer from inspecting the device and it prevents it from being resold and activated by a new user. This means the phone can only be used for its parts, which dramatically reduces the value. This is why the offer was revised down to $9.75.  As part of our risk-free guarantee, [redacted] declined the revised offer on 7/**/14 and the phone was returned to him at that time. Unfortunately, [redacted] did not enter the return tracking information in the order system when they sent back the phone. (Normally I would provide that in a case like this.) If this complaint had been filed at the time of the transaction, we could have obtained the information from [redacted]. [redacted] recycles tracking numbers after a certain period of time, so the return tracking number for this particular package would be of no help at this point (over a year after it was generated).  We are sorry to hear that [redacted] was dissatisfied with this experience. If there is anything else I can do to help, please let me know.    Best,   Heather R[redacted] Director of Customer Experience[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
They did send the iPad back, however this remains a bait and switch complaint and other potential sellers should be abreast.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], as long as the refund me the original quote as agreed on then I will be satisfied. 
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 am very sorry to hear that [redacted] was disappointed with the outcome of his transaction. Our Support team was assisting him with his order when the revised offer was initially made. The iPad was received without the charger, and had dirt under the touchscreen. The deduction for a missing...

charger is usually less than $10. The main reason for the reduced offer was the condition of the device. We are proud to offer a risk-free guarantee, so if a customer disagrees with the inspection findings, their device will be returned free of charge. We never charge a customer for return shipping. As of 3/**/16, the iPad was returned and [redacted] told our support staff that he would remove this complaint. Again, we regret that he was not satisfied with this transaction. If there are any other questions or concerns, please let me know. 
Best,
Heather R[redacted]
Director of Customer Experience
uSell

Hello,
Thank you for the opportunity to address this complaint. First, I'm very sorry to hear that [redacted] had such a disappointing experience selling her phone to Early Upgrade. I can certainly understand why she'd be upset to receive a revised offer for her device. All of the...

buyers in our marketplace are industry professionals with years of experience. They are strictly vetted and monitored to ensure customer satisfaction. Any time a customer disagrees with a buyer's assessment of their device, they can ask to have it reevaluated. As I mentioned our buyers are professionals but they are also human- as we all know, humans can make mistakes. Furthermore, we are proud to offer a risk-free transaction, so again, if a customer disagrees with a revised offer, they can have their device returned for free. [redacted] was able to take advantage of this risk-free guarantee. Unfortunately, the case and any other accessories cannot be returned. We advise our customers not to include protective cases, car chargers or other accessories when mailing their items to our buyers, as these items are separated from the devices upon receipt and discarded. Again, I'm very sorry for the disappointment and inconvenience experienced in this matter, and I truly hope [redacted] is able to successfully sell her device for a price she finds acceptable, even if it is not through uSell. 
Regards,
[redacted]

Thank you for giving us the opportunity to resolve your complaint. I have been handling [redacted]'s case and working with TopBuyBack to resolve the complaint. Here are the details of the transaction:
[redacted] created an order to sell an iPhone 4S to TopBuyBack for $95.20, as quoted...

in used/good condition. However, upon receipt and evaluation of the phone, it was found to have no wifi capability. This reduced the value to $40.60, in damaged condition. She accepted the revised offer and check #[redacted] was mailed out on April **. When I checked the tracking on this check, I noticed that the USPS had scanned it in several locations: [redacted] on 4/** (from the check processing facility), [redacted] on 4/**, [redacted] on 4/**, [redacted] on 4/**, and [redacted]. When I reached out to TopBuyBack about this, they confirmed that the check was returned to them as undeliverable. I had asked [redacted] to contact TopBuyBack to confirm her mailing address and have a new check sent out.
I have  followed up with TopBuyBack to find out if the replacement check has been delivered and cleared. The check has not cleared and they insist that [redacted] must have received it by now. If not, please let me know so that I can have them reissue it. In the event that it needs to be reissued, please confirm the mailing address or provide an alternate address.
As for the complaint about the money offered for the review, it is a practice that uSell discourages. Our top priority is to provide a stellar customer experience, and that includes a marketplace that displays honest reviews from customers, both positive and negative. We monitor and work very closely with all of our buyers to ensure great customer service. That being said, in some extreme cases where a customer is very upset about the way a transaction is handled, a buyer may offer compensation in an attempt to turn around the customer's experience and perception of the business. Our entire business is based on trust and neither uSell nor our professional buyers would engage in any practices that would jeopardize that trust. 
Best regards,
[redacted]
[redacted]

Hello, thank you for the opportunity to address this complaint. We are actually working with [redacted] to resolve this issue to his satisfaction.  Best,Heather R[redacted]Director of Customer ExperienceuSell

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:

  They are lying about the phone.   The phone is in very good condition.   In addition to that it took them over a week to come up with that excuse.   They have done this to other people and I am afraid they are going to send a different phone back to be or the phone will be damaged by them.  Please check online as there are pages and pages of complaints like this.   It is bait and switch.   I have sold previous phones at other companies and never had any problems.   If I woukd have went to gazelle,  I would have had my money back.   Please don't allow this company to continue to get away with this scam. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, thank you for the opportunity to address this complaint. We have been assisting [redacted] via our support network. I reviewed the correspondence between [redacted] and our support staff, and I am sorry that this matter wasn't resolved to her satisfaction. Unfortunately, the iPhone she sold to...

Early Upgrade still had the Activation Lock enabled, which is why the revised offer of $17.50 was made. As part of our risk-free guarantee, any time a seller disagrees with a revised offer, they can decline it and have their device returned for free. As for [redacted]' claim that she did not receive the email notifications about the offer, the initial emails were successfully delivered. However, the notifications about the Activation Lock and revised offer failed with the reason "Not delivering to a user who marked your messages as spam". I'm including a copy herewith. Our Terms of Service state " It is your duty to keep your e-mail address accurate, valid and up to date and to ensure that e-mails uSell and/or Buyer sends you are not filtered or stopped by spam filters or other types of e-mail blocking functionalities." Although this offer was processed correctly and in accordance with our Terms of Service, Early Upgrade has offered to pay [redacted] the difference between the original quoted amount and the amount she received for her phone. We will be in touch with [redacted] directly to arrange this. If there is anything else I can do at this time, please let me know. Best,[redacted]uSell

Revdex.com:ID [redacted], the business offered me less money than originally agreed upon. I have read reviews where the have been doing this to others. I accepted and recieved my payment, I will never use their service again. It is a shameful tactic to...

offer an agreed amount and then keep someones item a month only to offer less money in the end, knowing like me, that just to end the horrible transaction I as did any others would accept the offer. This is a disgraceful tactic on the business part and I cant believe they are allowed to continue to do this. Reg rdless thank you for your help and the matter has been resolved.
Sincerely,
[redacted]

Hello, I am sorry to hear that [redacted] was disappointed with the outcome of her transaction. I see that she placed an order to sell an LG Nexus 5 for $106.24. However, our inspectors noted that the phone had a cracked touch screen, resulting in a revised offer of $45.44 on December [redacted]. Our...

Support staff has been corresponding with [redacted] about this and has explained the reason for the revised offer. Per our Terms of Service, when a revised offer is made, a customer has seven days to accept and be paid or decline and have their device returned for free. Our records show that [redacted] accepted the revised offer on December **, which is why she received the $45.44. Had she declined instead, the phone would have been returned. This order was processed properly according to our Terms of Service and since the order was finalized December **, the phone cannot be returned. We understand how disappointing it can be to receive less than expected for a device, and we are very sorry for the frustration [redacted] experienced in this case.

Hello, I am very sorry to hear about the trouble you experienced with your check from [redacted]. We have been working closely with them to make sure all affected customers are repaid and reimbursed for any bank fees incurred. According to [redacted], they mailed your replacement check with [redacted] tracking...

number [redacted]. Tracking shows it was delivered to you on November**. This matter should be resolved, but please let me know if you need anything else. Best,[redacted]uSell

Thank you for bringing this matter to our attention, and please accept my sincerest apology for any hassle inconvenience you experienced with your order. I see you placed an order to sell an iPhone 4S to [redacted], one of the buyers in our marketplace. I also reviewed the record of correspondence you...

had with our support team regarding your payment problem. Although [redacted] attempted to issue payment to you via [redacted] on 6/*/14, it was unable to be finalized. According to the system, it was due to the customer [redacted] account not being Verified. I do also see that you confirmed the account was verified, so I'm honestly not sure why it would have failed. [redacted] issued your payment via check number [redacted] on 6/**/14. Since we have not received any further inquiries about this, I trust that this matter has been resolved. If you have any questions or need further assistance, please let me know. 
 
Best,
[redacted]

Hello, thank you for the opportunity to address this complaint. First, we extend our sincere apologies to [redacted] for any disappointment or frustration experienced with these orders. I reviewed [redacted]'s account and I see that he created 8 orders to sell 4th Gen iPads. Five of these orders...

were processed and paid in full, without incident. The other three are the ones about which this complaint was filed. Our Support staff has been corresponding with [redacted] about this matter since June **, and this complaint was filed before we had a chance to fully investigate the claims of damage to the iPads. According to our Terms of Service, uSell is not liable for any items that are lost or damaged during transit. When [redacted] contacted us, we reached out to our inspection team for more information about the condition of the iPads upon their receipt. We were told that there was no evidence of damage in transit or mishandling by [redacted]. Please note: our inspection team has no incentive or reason to deny the possibility of mishandling by [redacted]. Furthermore, I can absolutely assure you that there was no mishandling at our facility. All items are handled with the utmost care. We want all of our customers to receive the full quoted amounts for the devices they sell. We are also proud to offer a risk-free guarantee, so any time a seller disagrees with the assessment of their device, they can have it returned free of charge. [redacted]'s iPads were returned to him in accordance with this risk-free guarantee. Again, we do apologize for [redacted]'s disappointment in this matter. Best,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.  It was disheartening to be told that the only iPod I owned (160GB) was not the one I sent in.  It did not make any sense to me.   Thank you for rectifying this.  
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:

  They are lying about the phone.   The phone is in very good condition.   In addition to that it took them over a week to come up with that excuse.   They have done this to other people and I am afraid they are going to send a different phone back to be or the phone will be damaged by them.  Please check online as there are pages and pages of complaints like this.   It is bait and switch.   I have sold previous phones at other companies and never had any problems.   If I woukd have went to gazelle,  I would have had my money back.   Please don't allow this company to continue to get away with this scam. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I wanted to further clarify what actions they took. The ** of Customer Support personally reached out to me. He has stated that he has never heard of...

this happening with uSell.com before. He collected multiple screen prints and emails from me referencing my order with the buyer from their site. He then had the company send me the full amount of what their website offered me. He has also said that he will keep me in the loop as to what may have happened to cause this. They either have a buyer doing not good things or their website got spoofed. I would say the resolution they presented is more than acceptable and I more satisfied. I just wanted to provide further details about this in case it came up again with another complainant. 
[redacted]

uSell is a price comparison site that helps people find the best prices for their used cell phones and electronics. We do not purchase, handle or sell these items directly. We simply connect sellers with our network of professional buyers. 
[redacted] placed an order to sell...

a Samsung Galaxy S II Epic 4G SPH-D710 to one of our buyers, TopBuyBack, on 3/**/14. Our records show that they evaluated the device but found that it would not power on. They sent a revised offer of $0 to him on April **. He declined it that same day, so the device is being prepared for return to him. We are sorry that the sale didn't work out. We are also proud to offer a risk-free transaction, which means that any time a customer disagrees with a buyer's assessment of their device, they can have it returned for free. [redacted] will receive an email notification from TopBuyBack as soon as his phone is returned to him. This order has been processed according to our Terms of Service.
Best,
[redacted]

Hello, again, we apologize for the failure of your buyer, Guzu, to resolve this matter as quickly as they should have. I have been in constant contact with them regarding your reimbursement and do have confirmation that your official Money Order was mailed out to you on January **, 2015 with USPS Tracking #[redacted]. All of the money orders that were sent out on that date are set to be delivered today. If for some reason, you don't receive it by Monday, please let me know. Please also note that Guzu is no longer a part of our network of professional buyers; however, they continue to work with uSell to resolve any outstanding customer issues as a result of their bounced checks.