uSell

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]
Tahoma, sans-serif; background-color: rgb(255, 255, 255);"> 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 Experience
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:

[Your Answer Here]
 
USell customer service continues to exhibit a lack of responsibility in this matter. In this most recent response, they cite obscure small print legalese language in their terms of service policy. They cite emails sent, but never received by us. While they may be legally in the right, they are ethically in the wrong. They flash easy service, a pain free process and the best possible price for the consumer on their website, while in fact these are all exaggerations and false advertising. We hope this complaint will be read by possible consumers who will be educated on their poor business practices. We would urge those consumers to use other avenues to sell their pre-owned goods. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted] [redacted]

Hello, thank you for the opportunity to resolve this complaint. I reviewed the order in question and I see that the buyer, [redacted] noted that the iPhone submitted had Activation Lock enabled. This prevented them from inspecting the phone. An urgent email notification was sent to [redacted] on...

9/**/14 and a reminder three days later. When action was not taken to remove the Activation Lock, the buyer had to decrease the offer on 9/**/14. (A device with activation lock enabled is only worth its parts, as it cannot be resold or used by a new owner.) An email notification of the revised offer was sent on 9/**/14 and a reminder was sent on 9/**/14. Per our Terms of Service, customers have seven days to accept a revised offer and be paid, or decline it and have their device returned. After seven days, the offer expires and the order is finalized. This is why [redacted] received less than she originally expected for her device. I have included a copy of the email logs showing that all notifications were successfully delivered to the email address provided to us when the order was placed. I am also including a link to our Terms of Service, here: [redacted]
We sincerely apologize for any disappointment [redacted] experienced. We make every effort to notify customers to properly prepare their devices for shipment by disabling Activation Lock prior to sending them in. There are alerts on the checkout page, the confirmation email and in the shipping instructions included in our prepaid shipping kits. In fact, we have recently updated our messaging about the importance of Activation Lock removal to make it even easier for customers to take this vital step, in an attempt to prevent this issue in the first place. 
Regards,
[redacted] 
[redacted]
uSell

Hello, thanks for providing that order number. Our records show that this is for an order placed to sell an iPhone 4 to Early Upgrade for $4.80. Early Upgrade issued payment of $4.80 on April **, 2015. However, I think I located the order connected to this complaint after reviewing each one closely. I found order #[redacted] to sell a damaged iPhone 4S to us for $14.22. Unfortunately, upon receipt, our inspectors noted that the phone was extremely damaged, in pieces. The notes say: missing battery, screen separated from device. cracked touchscreen, stuck in recovery mode (unable to restore). I have attached a photo for your reference. A revised offer of $2.84 was made on April *. The offer was declined and the phone was returned on April *. I understand the disappointment of receiving a revised offer for a damaged device. However, the "damaged" condition category specifically covers the following: • it does not power on• it has a cracked screen or body• it is not 100% functional. When placing an order and choosing damaged condition, there is also a note: If your iPhone is cracked in half, bent or missing parts, it may be subject to receiving a revised offer. We aim to be as transparent as possible to minimize the possible risk of disappointment when selling a device through our site. We truly apologize for failing to deliver that in this case. Best,[redacted]

Hello, thank you for the opportunity to address this complaint. I have reviewed [redacted] account as well as all of the correspondence he exchanged with our Support staff regarding this transaction. Our records show that [redacted]reated an order to sell an iPhone 5S 16GB ([redacted]) for $184.00....

However, we actually received an iPhone 4 8GB ([redacted]), which is worth significantly less. We asked [redacted] for the ESN for the phone he says he sent in, but it is not in our database. As Imani in Customer Care explained, the ESN for each device is recorded immediately upon receipt. [redacted] has stated that he has been in touch with [redacted] to obtain the ESN for the 5S. If he would be kind enough to provide documentation from [redacted] showing that he never owned the iPhone 4 that was received in connection with this order, we can investigate this matter further. We truly want to make sure this matter is resolved to [redacted]'s satisfaction and look forward to receiving the requested documentation. 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.
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]
Everything that the buyer said is false. I've attempted to reach out to the buyer several times after Thanksgiving and also requested a phone call three times so that Verizon Wireless could confirm that I only owned and used gold iPhones. Please see attached picture of my iPhone box. 
 
 
 
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], and find that this resolution is satisfactory to me and the matter has been resolved.Hello,
I would like to let you know that I have received a second check from the company and all the issues are settled.  I don't have anything else to say on the matter and I don't really want to hear about this experience ever again.  Your company is welcome to do whatever you would like, my request it that I be taken out of the equation.  Like I said I won't use this service again.  
Thank you for all your help,
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]

This is the text I have just sent to the New York State Department of Consumer Affairs. Next stop is the office of the New York State Attorney General. Since they would not lift a finger to contact their buyer, CellGiant on my behalf, I decided to let the system come after them..

I sold my iPhone 6 online to uSell on November 13 and received a return packet to ship the phone to their buyer, CellGiant in Orrstown, Pennsylvania. It took two days for CellGiant to pick up the phone at the Lamberville, NJ Post Office, and to date (it is now 8 days since they picked-up the phone at the post office), I have heard nothing from them. I have sent three e-mails to Imani at uSell who keeps sending me the same stock e-mail response...keep your eyes on your e-mails, etc. They refuse to contact their buyer to expedite this and this is getting very frustrating. They promised me $140.00 for the phone but I have a feeling that I will never see it as I have not heard a thing in over a week. Other cell phone buying companies like Gazelle do not do this to their customers. My next stop is the NY State Attorney Generals Office as I need to bring this to everyone's attention and we can stop uSell and CellGiant from doing this to any more New York consumers.

Review: Pursuant to the agreement with uSell.com, I forwarded an iPhone 5S and was to receive $184.00. I sent the iPhone according to their protocol .. They claimed I sent in a iPhone 4 and made me an offer of $12.00. I refused. Per their request I forwarded to them the ID number for the iPhone 5S I sent them. They claim they did not receive a Phone with those numbers. They returned an iPhone 4 that I never saw before. The iPhone 5S I sent in was on the [redacted] Wireless Network.The iPhone returned to me was also a [redacted] Phone.I verified with [redacted] that I never owned the returned iPhone 4 at any time. If you go to the Usell [redacted] page, under comments, you will see that my complaint is not alone. Further, if you go to "[redacted]", you will see more situations like mine and others. This company needs to be examined for their deceptive business practices.Desired Settlement: I want my iPhone 5S returned or the $184.00 sent as per our agreement

Business

Response:

Hello, thank you for the opportunity to address this complaint. I have reviewed [redacted] account as well as all of the correspondence he exchanged with our Support staff regarding this transaction. Our records show that [redacted]reated an order to sell an iPhone 5S 16GB ([redacted]) for $184.00. However, we actually received an iPhone 4 8GB ([redacted]), which is worth significantly less. We asked [redacted] for the ESN for the phone he says he sent in, but it is not in our database. As Imani in Customer Care explained, the ESN for each device is recorded immediately upon receipt. [redacted] has stated that he has been in touch with [redacted] to obtain the ESN for the 5S. If he would be kind enough to provide documentation from [redacted] showing that he never owned the iPhone 4 that was received in connection with this order, we can investigate this matter further. We truly want to make sure this matter is resolved to [redacted]'s satisfaction and look forward to receiving the requested documentation. Best,HeatherDirector of Customer ExperienceuSell

Consumer

Response:

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 did in fact send an iPhone 5s ti uSell, which is the one referred to in the first part of the attached message. The second message establishes thai have never owned the iPhone 4 that was returned to me. To verify that the message originated from [redacted] just [redacted] the numners at the top. I will also forward the attachment directly to uSell. The only way to resolve the issue is to1: Return my iPhone 5s2: send a check for the amount we originally agreed upon $184.00.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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]

Their self serving explanation as to why they could not have received my iPhone is absurd. I sent them the phone in the packaging and return address that they forwarded to me. They returned to me a phone they claim is the one I sent. If their quality control is so exact, how is it that I did not receive the phone that I sent them. They acknowledge the phone I sent to them was a [redacted] phone. I agree to a three-way conversation with them regarding the phone in question. The sooner the better. . I have provided my cell phone number to them in a direct reply to their email to me. If it is determined that the phone they returned to me has never been owned by me then the issue should be resolved and I should receive my just compensati. If there is a question of dishonesty regarding this device, I feel that it lies on there end.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello, I have been working directly with [redacted] to resolve his complaint and we have come to an amicable resolution. This matter is still in progress and I will provide an update as soon as it is fully resolved. Thank you,HeatherDirector of Customer ExperienceuSell

Review: I mailed in an iPad in good physical condition and good working order and was told that I would get $90 for sending it in. I packed the iPad in the padded envelope that they sent me along with the power cord. I never revived any emails from the company saying that there was an issue with what I mailed in. After a month had gone by and I did not hear from them I sent in an email asking about the status of my order. I received a reply that my iPad was badly damaged and that they recycled it. They claim that I sent it in that way. I by no means sent in the iPad with the damages they are claiming. They sent pictures but there is no way of knowing that it's my iPad. I feel like this is a scam. I know that the iPad that I mailed in did not have the damages they are claiming. I asked that they mail back my iPad to me and they refuse saying that the order is complete.Desired Settlement: I would like either the $90 for the iPad that was quoted or I would like the return of the iPad that I mailed in.

Business

Response:

Hello, thank you for the opportunity to address this complaint. I have reviewed [redacted] order details as well as the correspondence exchanged with our support staff regarding this matter. Our records do show that the iPad we received in connection with this order had damage to the frame and the screen was lifting from it. Due to the condition of the iPad, we were unable to offer any payment for it. A revised offer notification was sent on 8/*/15 to the email address on file for this order: [redacted]. A reminder was sent three days later. In all, we provide seven days for a customer to respond to the revised offer notifications. If no response is given, the order must be finalized. In this case, the revised offer amount was $0 (recycling) so the iPad was responsibly recycled. This transaction was processed exactly according to our Terms of Service, to which [redacted] agreed when she placed the order. I have attached a record of the emails, showing that they were sent and successfully delivered to the email address associated with this order. We do understand that [redacted] is very disappointed with the outcome of this transaction; however, we can assure you that there was no wrongdoing on our part. Based on the nature of the damage to the iPad, it appears that it could have been mishandled by the [redacted]. I have been in touch with [redacted] today with a proposed resolution to this complaint and am awaiting a response. If there are any questions about this, please let me know. Sincerely,Heather Director of Customer ExperienceuSell

Review: I sent a used iPhone to usell after being quoted $97.29. It was in good condition. They received it and said that it was broken - that the LCD screen was broken and the back of the phone was cracked. They said their offer was now revised to $65.55. I requested confirmation that this was my phone, since it was in perfect condition when I sent it - and asked for the serial number off the phone. I received no response and they don't even have a phone number that you can call for customer service. I think this is a scam and doubt my phone is even damaged.Desired Settlement: I would like my phone back and if it is indeed not damaged, that is confirmation that this is a scam and they should not be allowed to continue to do business this way.

Business

Response:

Thank you for the opportunity to address this complaint. We are very sorry that [redacted] had a disappointing experience with this transaction. I see that she created an order to sell an iPhone 5 in good condition; however, our inspectors noted that the phone had a pink hue on the LCD, so a revised offer was sent to [redacted] on June [redacted] never reached out to uSell support for any assistance or explanation of the inspection findings. Had she done so, this complaint could likely have been avoided. Our support team is always happy to help. Unfortunately, this pink hue is a known defect in the iPhone 5 and 5c series. Most people never notice it because it is usually only visible once the phone has been restored to factory settings, in which the display is a white background. Although seemingly a minor issue, it does require repair and/ or replacement of the LCD, which is why the revised offer was made. We are proud to offer a risk-free guarantee, so any time a customer disagrees with the assessment of their device, they can have it returned free of charge. [redacted] declined the offer and her phone was returned to her. We have since been in touch with her to follow up on the negative feedback left regarding this transaction as well. We take these complaints and feedback very seriously. At uSell, we truly want our customers to receive the full quoted amount for their devices. We have adjusted our inspection criteria to now consider this pink hue defect "minor damage" instead of just "damage", which means the price will not decrease as much as it has in the past. Best,[redacted]uSell

Review: I should have contacted Revdex.com first about this company.

This company has complaints with Revdex.com now and I am having the very same problems

that everyone else is having.

Oct *

uSell

My Account Help Center uSell.com

Hello [redacted],

Thanks for your order. Your free shipping kit is on its way.

When the kit arrives, slide your phone in it, seal it up and drop it in the mail. Piece-a-cake.

Once your device is received it typically takes a week to send your cash. You can always track your order here.

You're Selling

Order Number: [redacted]

PRODUCT

LG G3 D850 (AT&T)

CONDITION

Flawless

QUOTED OFFER

$104.80

CUSTOMER INFORMATION

###-###-####

SHIPPING METHOD

Postage paid shipping kit

PAYMENT METHOD

Check

TRACK ORDER [redacted]

Have any questions? We’re all ears. Send us an email at [redacted].

Your Team at uSell

Stay in touch keep me posted on company and product updates

Have Questions? Visit our Help Center

Want to change your email setting?

Go to Notification Preferences in your uSell account.

Powered by uSellDesired Settlement: Fulfill the contract between me and usell to pay me $104.80 for the purchase of my LG3G D855 Smartphone.

Business

Response:

Hello, we understand that [redacted] is eager to receive his payment for this device. Our records show that it was just received at our facility on October ** and is currently being processed. We keep our customers informed via email every step of the way. We also strongly encourage our customers to use the Track Order feature that is found on every page of our site. Payment is typically issued within 5 business days of receipt of a device, so this order is still within that time frame. [redacted] will be notified via email as soon as payment is issued or if there is any action required on his part. We are extremely proud of our track record with the hundreds of thousands of satisfied customers we have served over the years. The vast majority of customers are paid the full quoted amount for their devices. If there are any discrepancies between the quoted item and the item we receive, the customer will be notified. We are also proud to offer a risk-free transaction, so if there are any discrepancies, the customer can have their device returned free of charge. I am also proud to inform you that any other complaints referenced in [redacted]'s complaint were successfully resolved. We are committed to our customers' satisfaction and look forward to having the opportunity to prove that to [redacted]. Regards,HeatherDirector of Customer ExperienceuSell

Consumer

Response:

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]I received their response today October [redacted]. 2015 @ 10:06.I hope this is a final resolution for this transaction.[redacted]Oct **, 10:06 AMHello [redacted],

Review: I sent an item and was never paid for it.Desired Settlement: I want my payment.

Business

Response:

Hello, I'm sorry to hear that [redacted] hasn't received her payment yet. Our records show that [redacted] sold an iPod Nano to one of our buyers, XTechGear back in June. Check # [redacted] was issued on 6/*/15. A replacement check, # [redacted] was issued on 8/**/15. If [redacted] would be kind enough to confirm her mailing address, I would be happy to contact her buyer on her behalf and have them issue a third check. I look forward to your response. Best,[redacted]Director of Customer ExperienceuSell

Review: I requested to have my phone sent back due to a lower quoted offer, however the phone that was sent back to me was completely different than the iPhone I had sent in. The iPhone sent back to me had a screen defect and did not operate properly, whereas my original iPhone functioned. My iPhone also had different cosmetic markings and IMEI number than the phone that was sent back to be.Desired Settlement: I wish to either receive the iPhone that I had originally sent in back, and send the non-original iPhone I had received back to usell, or proper monetary compensation for the iPhone that usell essentially took and replaced with a lesser item.

Business

Response:

Hello, It has been brought to my attention that this complaint was not resolved and I do apologize. I have reached out to [redacted] from [redacted] to find out if he still has the phone that was returned to him. I am awaiting his response at this time. I look forward to resolving this complaint and will notify the Revdex.com once we have reached a resolution. Best, Heather R[redacted] Director of Customer Experience[redacted]

Review: Back in February, I used the uSell website to trade in an like-new 160GB iPod Classic for $91.25. I was sent a padded envelope to send my iPod to them and then they were to send me a check. On February **, I was sent an email from one of the "uSell buyers" saying that I had sent them a damaged 30GB iPod and that the revised check to me would be for $1.46. Besides the fact that I have never owned or had in my possession a 30GB iPod, I know what I sent. My family knows what I sent. I immediately contacted the "uSell buyer" at [redacted] and was told that I made a mistake and not them. They said my only options would be to either take the $1.46 check or have them send back the iPod. I told them that I am due either $91.25 or my 160GB iPod Classic. They sent back someone else's 30GB iPod to me. I immediately contacted the main uSell customer support and have been exchanging emails with [redacted] at [redacted] since March *. He asked for proof that I owned the 160GB iPod classic and I scanned and emailed him my [redacted] receipt for the product. He emailed me today to say that the investigation is complete and that despite producing proof of ownership, they would not be able to send me back my actual iPod or write me the check for the quoted amount as they are standing by their uSell buyer. This company is either criminally unorganized or blatantly dishonest.Desired Settlement: The fair outcome is for them to send me a check for $91.25. If that does not work for them, I want my like-new 160GB iPod Classic returned to me. I will gladly send them back the damaged 30GB iPod they sent to me claiming to be mine.

Business

Response:

Hello, thank you for the opportunity to address this complaint. I can certainly understand why [redacted] would be upset about the outcome of this transaction. I have reviewed all of the correspondence and history on his account. In addition, I contacted his buyer, XTechGear for more information about the way they determined the model and capacity of the iPod they received for this order. Their response to me was the following: "We requoted him because it was an incorrect item. The package wasn’t opened because the item was not a 6th gen 160gb on the order. It was a 30GB 5th gen. I physically looked at the bag, the order number on the bag, and the item, and it was not a 160GB item. Both myself and other employees have also looked at this bag, the order number, and the item to confirm it was not a 160gb ipod. We returned the item that he placed in the bag because he declined. We do not open bags or pull the item from the bag unless the item matches what the order says it should be, specifically to prevent just such a mistake from happening. When an item doesn't match we requote it immediately." In this case, we were unable to find any wrongdoing on the part of the buyer, XTechGear. However, as a one-time courtesy, they have agreed to pay [redacted] the full quoted amount for his iPod. The payment should be sent out shortly; I will follow up with XTechGear as well. Please let me know if you have any questions. Best,[redacted]uSell

Consumer

Response:

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,

Business

Response:

When [redacted] initially complained, I immediately contacted his buyer, XTechGear and asked them to issue payment for the full amount as a one-time courtesy. I was told that this would be done. I followed up with them numerous times but never received a response. Because they were adamant that there was no wrongdoing on their part, they were apparently reticent to just pay for a device they never received. I have finally received confirmation this morning that check # [redacted] in the amount of $91.25 was mailed to [redacted] today. He should receive the check soon, which will hopefully resolve this complaint once and for all. I am very sorry that it took so long to get a resolution for [redacted]; please understand that this is an isolated incident. If you have any questions or need anything else in order to consider this matter favorably closed, please let me know. Thank you, [redacted]

Consumer

Response:

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,

Review: I recently sold a Samsung Galaxy 4 to this company they received my phone on April [redacted] it is now 2 months later and I still have yet to receive my check from this company. I have count less emails from this company and still nothing but if you haven't received it in 30 days than contact us back. This is a list of tickets that I have opened concerning this matter thus far

[redacted]. I have received emails from [redacted] and [redacted] but no checkDesired Settlement: I would like the check sent to me for the agreed upon price

Business

Response:

Hello, I'm sorry to hear that [redacted] is having such a hard time receiving the checks that we have been sending her. [redacted] has contacted uSell support a total of 10 times since May [redacted] and we have answered every request. Our records show that the original check, # [redacted] was issued on 5/*/15. As per our Finance department's requirement, after allowing 30 days for delivery of this first check, it was cancelled and a second check, # [redacted] was issued on 6/*/15. This second check has been cancelled and a third check is now queued to be issued today. All of these checks were sent to the address on the order: [redacted]. If [redacted] does not receive this third check for some reason, I would strongly suggest that she provide an alternate address or update the payment method to [redacted] for a secure transfer of funds. Again, we do apologize for the frustration experienced with this. The checks were mailed and we do want [redacted] to receive her funds. If there is any further assistance needed, please contact us directly at [email protected] and we'll be happy to help. Regards,[redacted]

Consumer

Response:

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,

Review: U sell quoted me a price for $68 for my used iPhone and then mailed me a check for $11.88 order number [redacted]. I was unable to get to my email in the time they allotted, but I would not have accepted that offer, that is not the deal I made with them, therefore it is not a vaild contract. I notified them when I was able to get to my email. They had it listed as "your check will go out tomorrow for $11.88 " I responded do not mail me the check I do not accept.I was given the response "your check has been mailed. " immediately after I emailed them which was still the same day, not the next day like they originally states. They claimed the price was lowered because I still had find my iPhone, but that is not true , it was off . They are a bait and switch company .Desired Settlement: I would like the origina quoted price of $68. Or my phone back

Business

Response:

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

Review: I sent my iPad 4th generation in to Usell in flawless condition. A week later they told me I would only get $25.60 because I did not include my iPad charger with it. I did not EVER say that I was going to include the charger in the contract. I told them to send my iPad back to me because I did not want them to just give me such a small amount. When the iPad came back it was in damaged condition! The screen was completely shattered and the sides were dented all around. It also would not even turn on or function. I sent it back to them because they told me they would satisfy the damages. Since then, I have been awaiting a check to be sent to me for the damages this company has caused to my iPad.Desired Settlement: I would like a full refund for a new iPad 4th generation 32 gb.

Business

Response:

Hello, Thank you for the opportunity to address this complaint. Our records indicate that [redacted] placed an order to sell an iPad 4th Gen back on 11/**/15. However, as she stated, a revised offer was made due to the fact that the device was missing the charger (our tablet shipping instructions specify that the charger must be included) and because the tablet arrived at our facility in damaged condition. Our lead inspector confirmed that the iPad was most definitely mishandled by the [redacted] while in transit to our facility, based on the condition of the package upon arrival. [redacted] declined the revised offer and had the device returned, free of charge. Although our Terms of Service state that we are not liable for any items lost or damaged in transit, we have an internal claims process for rare cases like this, as a courtesy to our customers. We received the completed claim documentation on March * and it was submitted to our Finance department that same day. It can take up to 15 business days for approval and payment, but I expect payment to be issued this week. We will notify [redacted] as soon as the payment is issued, as we have already been corresponding with her directly via our Support team. Respectfully, since we have been working diligently with [redacted] to resolve this matter to her satisfaction, this complaint should be closed. If you have any questions about this, please let me know. Best,HeatherDirector of Customer ExperienceuSell