uSell

Review: I was quoted $288 for my Brand New Unused White Samsung Galaxy Note 4 that I ended up not needing, and wanted to trade in for cash. My problem is that I shipped my Note 4 to them and have not received my quoted payment of $288 via paypal or my Note 4 back, and support is not responding.

Worst company ever!!Desired Settlement: I want either my Note 4 shipped back to me, or the amount of $288 quoted to me via paypal.

Business

Response:

Hello, thank you for the opportunity to address this complaint. I believe that this matter has already been resolved, as [redacted] has been in touch with our Support staff regarding her order. Our Customer Care Representative, Imani, spoke with [redacted] on June ** to allay any concerns she had about this transaction. Our records show that the phone was just received on June [redacted] and is being inspected now. If there are any other questions or concerns about this, please let me know. 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.

Sincerely,

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.

Review: I was given an offer of $106.40 on a phone which I listed as in good condition but in reality was in perfect/excellent condition upon being sent. The phone was kept in an Otter Box Defender case from day one until it was sent in to uSell. I took pictures of the phone in question as I placed it into the mailing envelope provided. The pictures can be seen at the following web address: [redacted]

When Early Upgrade (the buyer who made the offer) received the phone they reduced their offer to $18.24 stating the phone was cracked. I reached out to uSell customer support for help since I had picture evidence of the phone I sent in being in very good condition. I was told nothing could be done to make Early Upgrade honor the previous offer. I was directed to decline the reduced offer and my phone would be returned to me. I did as instructed.

Instead of receiving my phone back, they sent me a phone with extensive physical damage that will not charge.

THE IMEI NUMBER OF THE PHONE RETURNED DOES NOT MATCH THE PHONE I SENT IN

I have a record of my phone's id number or IMEI from our wireless carrier. The IMEI number on the phone which was "returned" to me does not match.

I have been robbed of a phone, and in turn $106.40.Desired Settlement: I will accept a check for $106.40 or the return of a mint condition black iPhone 5 as a reasonable outcome.

Business

Response:

Hello, thank you for the opportunity to respond to this complaint. I have actually been in contact with [redacted] directly via our support network with a proposal for a favorable resolution. Kind regards,[redacted]

Consumer

Response:

I appreciate the Revdex.com's influence in this situation as trying to receive help from uSell customer support prior to my Revdex.com filing was painfully slow or non-existent. After filing my complaint about uSell via the Revdex.com, uSell responded and delivered an acceptable resolution. Thank you for your time,

Review: I sent Usell my Galaxy S3 smartphone for a $70.20 quote, and never received payment.Desired Settlement: I would like to receive payment for my phone or have it returned.

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: ive sent 2 differents phones to Usell.com one phone was my deceased husband [redacted] a boost mobile the 2nd ph was a galaxy ph that was given to me from a girlfriend named [redacted] .I have heard no response from them for either phone nor did I receive the money for my 2 phones .after trying for over a years ,rhis is the only option I can take I need your help Revdex.com these ph ,s had great value but at the time I was struggleing with the death of my husband and my own health problems ,but still they have no right to keep my phones they both was in good working condition,with such a lond wait and no response from Usell.com om fileing this claim for the money value of both phones of 500.00 dollars that needs to be paid ASAPDesired Settlement: MONEY GIIVEN FOR NEGLECTING AND NOT RETURNING MY PROPERTY BY LAW BOTH PHONES ARE LEGALLY MINE

Business

Response:

Hello,

I am very sorry to hear that you had such a frustrating experience with the phones you wanted to sell to uSell. I checked our system and could not find any record of any orders being placed using this name, mailing address or email address. Furthermore, you cite that the transactions took place over three years ago, when uSell had a much different business model. In June 2011, uSell stopped purchasing devices directly and instead became a price comparison site that connects people who want to sell their used cell phones and electronics with professional buyers who purchase them. In addition, I can tell you that our professional buyers would not purchase prepaid wireless devices from carriers like Boost Mobile, because those devices cannot be reactivated by new owners. Therefore, they have no value in the resale market.

I also searched our support system and was unable to find any record of attempts to contact us for assistance under the name [redacted] or the email address [redacted].

Please provide some information that could help me locate a transaction or support request for you, such as the name or email address used, or even the order number. In addition, the make, model and carrier information of the phones would be a great help. I am happy to do what I can to assist you in this matter.

Regards,

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.

Sincerely,

Review: I was quoted $231.20 for a flawless Motorola Nexus 6 (Sprint) on 5/**/15. I won the phone, new in the box, at a raffle and since I don't have Sprint, I wanted to sell it. On 6/**/15, after I e-mailed Usell to inquire about the phone's status, I received a revised offer of $111.20 because they claim "No service/Failed test call." That's patently ridiculous because if true, the phone would be worthless. Instead, they're just trying skim $120 extra off the quoted price. They never answer their phone and won't return my e-mails asking for proof, and if I don't respond within a week then I'm stuck with their revised offer.Desired Settlement: I simply want the $231.20 I was promised for a FLAWLESS phone.

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.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,

Review: I sent in two phones in November of 2014 and the first phone I had received my payment within my two weeks of sending it in, but this second phone is still stating that it is in the mail. It has been three months since I have sent the phone in and I have not received any sort of information on it. I have sent them emails and emails but their support team refuses to answer any of them and I am stuck in the middle with no money and no phone. Their advertisements state that they will give speedy service and get your money to you soon and for me it is taking over three months.Desired Settlement: I would like an apology, the job to be done, and more money because as upon reviewing other sites and other stores I have seen that the phone I had sent in is worth much more than what they were offering.

Business

Response:

Hello, thank you for the opportunity to address this complaint. This particular matter is quite complicated. Marine created two orders: Order [redacted] to sell a Samsung Galaxy S II SGH-I777 to Early Upgrade and Order [redacted] to sell a Samsung Galaxy S III SGH-I747 ([redacted]) through Managed by uSell. It appears that both phones were sent to Early Upgrade. Early Upgrade processed their order, then forwarded the other phone to the Managed by uSell processing facility. The phone received was actually a Samsung Galaxy S III SCH-I535, which had a lower value. A revised offer was sent to Marine on January ** and she accepted it that same day. The check was issued on February *, so if it hasn't been received yet, she should get it shortly. If there are any other questions or concerns, plese let me know and I'll be happy to help. Best,[redacted]

[redacted]uSell

Review: I sent my iPhone 4s 8gb(in flawless condition)to usell on the agreement of a check in the amount of $38.88 which was promptly sent to me only to find out that the check is no good,I either want my device back or payment in full with a REAL currency.Desired Settlement: Either payment of device or return (with an apology).

Business

Response:

Hello [redacted], I'm sorry to hear you've had trouble with the check you received for the sale of your device. I see your check in the amount of $38.88 was issued on February **, 2015. Can you please explain what king of issue you're having with the check? I can assure you it is completely valid and you should have no trouble depositing it into your bank account. You can even take it to a Citibank to cash it, as it is drawn on a Citibank account. If you prefer, we can cancel this check and reissue your payment via [redacted]. If you don't already have a free [redacted] account, this article in our Help Center will help you: [redacted] I look forward to your response.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 so long as payment via [redacted] is completed.

Sincerely, [redacted].

Review: Usell originally committed to compensate me $102 for a pristine iPhone that I sold to them. They then only sent me $51.80 and claimed that the phone was 'damaged'. In fact the phone has always been encased in an Otter box and was in mint condition. This was a classic bait and switch scam.Desired Settlement: Honor the original commitment and send me the difference they still owe me.

Business

Response:

Hello, thank you for the opportunity to respond to this complaint. I'm terribly sorry to hear about the experience [redacted] has had with his transaction. Our records show he placed an order to sell an iPhone 5 to Second Hand Cellular, one of the trusted buyers in our marketplace, for $107.30. When the buyer received the phone, they noted that the LCD was broken. I reviewed correspondence that our support team exchanged with [redacted], explaining that the buyer noted that the LCD had a gap in it, allowing dirt and debris to get in. This results in the buyer having to replace the LCD, which means they had to lower the offer. I also reviewed [redacted]'s history with uSell and saw two other transactions that were successfully completed and paid for the full quoted amounts. This order was an exception. Because [redacted] is such a loyal uSell customer, I'm going to have a courtesy payment for the difference of $55.50 issued. I will follow up with [redacted] directly as well. 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.

Sincerely,

Review: I sent my iPhone 5 in using the company's trade in program. My phone was in very good condition and prior to upgrading to the iPhone 6 and trading the 5 into [redacted] it was still under warranty through [redacted]. Thus, if there was anything faulty with the phone I could've taken it to [redacted] and had the problems fixed (or received a replacement phone) free of charged. But like I said the phone was in very good condition, so I sent it to [redacted] to hopefully receive the quoted offer (10/**/2014) for a "good condition" iPhone 5 of $201.60. When USell received my phone, they contacted me via email stating that the phone I sent in had a damaged screen ("pink hue" on the display) and then revised my offer to $108. Because the phone I had sent in had a perfect working screen I declined the offer and had uSell ship the phone back to me. I received my phone back on 10/**/2014 and sure enough, there was now this "pink hue" around the edge of the screen when turned on. Even more disturbing was that the phone's SIM card had been removed and STOLEN! So now I have a phone with a faulty screen and no SIM card, and thus the phone is not functional.

Doing some research, the "pink hue" has been an issue on some of the iPhone 5 screens after updating to ios7. I had this iphone through all of the ios7 upgrades and into the ios8 upgrade without ever having this problem with the screen. If I did have the problem, I would've taken it to [redacted] to have the screen replaced FREE OF CHARGE. So this leads me (and any other rational person) to conclude that uSell not only stole my SIM card, but they stole my phone screen and replaced it with a faulty one.Desired Settlement: My desired outcome is for [redacted] to give me the original $201.60 offer for my phone since they stole the SIM card and the screen and now I have a phone that can not be used or traded in for a dime.

Business

Response:

Hello, thank you for bringing this matter to our attention. As [redacted] here at uSell, I am very sorry to hear that [redacted] had such a frustrating experience selling his phone through us. Managed by uSell is a new service we recently launched, and initially, the inspection process was very strict. However, we have since calibrated it so that revised offers will no longer be made for slight defects like the "pink burnout" issue that [redacted]'s phone had. Furthermore, we have been in touch with [redacted] directly and helped him place a new order to send his phone back to us in exchange for the full quoted value. I hope this resolves the complaint.

Regards,

uSell

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:

After speaking with [redacted] on the phone, she said that the company would give me my initial quoted offer of $200 if I sent the phone back in. So I did this and now after they received my phone (for the 2nd time) they send me an email with another revised offer, stating that the headphone jack on the phone does not work?!?! I never had issues with the headphone jack. And the first time I sent the phone into them, the inspector said nothing about the headphone jack not working. This company is the worst! There are several other customer ratings on the website stating similar circumstances to mine (the customer sent in a perfect condition phone and usell stated that the device was damaged once received, so they give the customer much less money for the trade in).

I want my original quoted offer of $200 for the perfect condition phone that I sent in. It did not have screen burnout or headphone jack problems as stated by this lying and thieving company. I also want this scam to stop stealing money from other good people.

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

Sincerely,

Business

Response:

Hello,

I'm very sorry for the difficulty and frustration [redacted] experienced with our service. As soon as I saw this complaint, I called him to discuss the matter and reassure him that he would be paid the full quoted amount for the new order he placed with us. Managed by uSell is a new service that we recently launched, and the inspection service was initially quite strict in evaluating devices. We have worked very hard to calibrate the inspection process and continue to do so. I am just sorry that [redacted]'s experience was not what we strive to provide. I can confirm that [redacted]'s payment of the full quoted amount of $203.52 was issued via [redacted] on 11/*/14.

If there is anything else I can do in this matter, please let me know.

Review: I saw a commercial for [redacted] on television, the commercial stated that you can receive cash for your old phonesI went on the website and followed the steps to send in my phone and usell would send me a check in the mailThey sent me a kit that I put my phone in and sent back to themThe phone was quoted on [redacted] for $so they were supposed to send me a check for A week went by and they contacted me by email and said that my phone was damaged and was only worth $I told them I did not want the $and to please send me back my iPhone4s[redacted] then told me to contact [redacted] because they had the phone now and had bought itSo I contacted topbuyback and told them to send the phone back and they told me they would give me $I told them that was fine and to send a checkA couple weeks go by and I still do not receive a check and topbuyback is not answering my emails I received an email from [redacted] asking to rate topbuyback and I rated them poorly[redacted] then finally contacted me after trying to contact them and topbuyback for weeksUsell told me that topbuyback told them that the check they sent to me was some how lost and sent to New York and New Jersey and CaliforniaWe told topbuyback to send us a new check, they said they wouldThey also said they would give me an additional $if I removed the poor reviewThen the very next day they offered me an additional $if I removed the reviewI removed it and waitedI waited for about another weeks and still no checkI rated topbuyback again and rated them poorlyThey're now telling me they will put a hold on the check until I remove the bad reviewI have everything in emailsI should not have to remove the review in order to receive my money, I believe this website is a scam because it's been over a month and I have not received my check or my phone back.Desired Settlement: My desired outcome is the original $or the phone back nowThen and only then will I remove the reviewThey cannot tell me they will not give me my money until I remove the review
Business
Response:
Thank you for giving us the opportunity to resolve your complaintI have been handling [redacted]'s case and working with TopBuyBack to resolve the complaintHere 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 conditionHowever, upon receipt and evaluation of the phone, it was found to have no wifi capabilityThis reduced the value to $40.60, in damaged conditionShe 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 undeliverableI 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 clearedThe check has not cleared and they insist that [redacted] must have received it by nowIf not, please let me know so that I can have them reissue itIn 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 discouragesOur top priority is to provide a stellar customer experience, and that includes a marketplace that displays honest reviews from customers, both positive and negativeWe monitor and work very closely with all of our buyers to ensure great customer serviceThat 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 businessOur 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,

Review: Gave a high quote and lowered after receiving the device. Based on exaggerated claims. Was not given notice of the change of offer and they modified and processed the payment without my consent or offering a return as per policy.Desired Settlement: Full payment of original quoted price or return of device sent

Business

Response:

Hello, I'm sorry to hear about the disappointing experience that [redacted] had with our site. I reviewed his account and see that he has completed a total of five sales. If you would be kind enough to provide me with the order number for this particular complaint, I would be happy to address it. Best,[redacted]uSell

Consumer

Response:

Order [redacted]

Business

Response:

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]

Review: I saw an add on TV for Usell that they buy used cell phones. I went on their website and got 2 offers for my 2 cell phone. I then asked them to send me 2 envelopes that the postage is paid by them to send my phones to them in. I sent the 2 used cell phones to Usell in their envelopes they sent me. 1 was a Blackberry with accessories, and they offered $5.00 for the phone, and they said that after they received and inspected it they would mail me a check. They emailed me a few days later to tell me that the phone was damaged and that they would give me $.50 for it(the phone was in perfect working condition when I sent it). I told them to send it back to me. I received it back without all the accessories that went with it. The second phone I sent was a LG Double Play with accessories, they had offered me $21 for it, and that they would mail me a check after they received it and inspected it. I got an email a few days later that they never received the phone, and it never came back to me as of today's date.Desired Settlement: I would like to be reimbursed for the accessories for the Blackberry and for the LG Double Play phone.

Business

Response:

We are very sorry for the disappointing experience that [redacted] had in selling her phones to our trusted buyers. I have reviewed the order details and here are my findings:

Review: Usell.com offered me $106.24 for my Nexus 5. My phone was flawless. It had absolutely no cracks or scratches on it (I have numerous witnesses to attest to this). A little over a week after sending them my phone I received an email stating that they had yet to hear from me regarding the new offer on my phone. I had not received any other contact from them before this so I was a little confused as to why they said they had yet to hear from me. The new offer was $45.44. They were claiming that my touchscreen was cracked. I wrote back to them immediately letting them know that in no way was my screen cracked and that I had sent them a flawless phone. I have been trying for days to get ahold of this company and I have yet to get any response back from them. I looked up reviews of this company online and discovered that this company has done this to a lot of people. I want either my original flawless phone back or the offer they originally quoted me of $106.24. They gave me a deadline of December [redacted] to get back to them. I didn't receive their email until December [redacted] and have been emailing them ever since. I think they are purposely not responding because they want to get my flawless $400 phone for $45.Desired Settlement: I would prefer to get the original $106.24 that they quoted me but I will settle for my original flawless phone back. If the the screen is cracked, they did it and I want the money they quoted me of $106.24.

Business

Response:

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.

Review: Sold old cell phone. I received a check but it bounced. I contacted them to correct the issue or return my phone. received the following e-mail:

[redacted] (uSell)

Nov [redacted] Hi [redacted],

I'm sorry to hear that you you encountered an issue with your check. I understand this can be frustrating, so thanks for letting us know.

As your customer advocate, I have immediately reached out to your buyer [redacted] on your behalf so they can address this. I will be in touch with you as soon as I hear back. Thank you for your patience!

Cheers,

Customer Advocate

Nov [redacted] And

Hey [redacted],

This was a discrepancy on the banks side and for this we apologize. I can have a certified check sent in the amount of $75 to cover the original check plus the $20 in fees you were sent. I can have this sent first thing [redacted] with tracking to ensure speedy delivery!

Thanks, [redacted] Customer Service [redacted] ###-###-####

No check was sent and and now I do not get any response from company.Desired Settlement: Return my phone or certified funds to cover loss and check

Business

Response:

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

Review: I saw Usell.com on TV and I needed to sell my old phone in great condition for some cash so I went online to see how much they would offer me. When I put in all the information about the phone, they said I would receive $78.00. so I sent the request for the envelope and when it came I sent out my phone. I was a little late in sending it out so the only email I had received from them was saying that I had 5 days to send it out or they would cancel the offer, so I sent it out in those 5 days and didn't hear back. In about a week or 2, my check came and when I opened it up, they had sent me only $7.00. I immediately went online to log into my account and it had told me I had no longer had an account. So I looked up where to contact them about the problem, thinking it was a mistake. They didn't have a phone number that I could contact them by, but they had an email. I emailed them about the problem and when I heard back, they told me I had a risk-free transaction, meaning I could get my phone back if I didn't like the service. I told them I would like my phone back and in response, they had escalated my request for my phone back to management. They had told me first that my phone could not be returned to me because my order had been completed. After they told me that the reason I received $7.00 for my phone was because, little did I know, when I sent my phone I didn't turn off the iOS7 activation lock which prevents the buyer from inspecting my phone. They told me that [redacted] sent me an email saying I had 5 days to remove the lock, then another about the revised offer of $7.00. I had received none of those emails and asked for the remaining $71.00. They again told me about the terms of service and I continued to email about my money or getting my phone back. I never told her that I won't cash the check because my phone was worth more than $7.00. I didn't hear back for a while so I emailed again. When I finally heard back, the [redacted] told me that the entry of my email was at the heart of the problem and also that if I kept up with the email notifications I wouldn't have had a problem. I again told her there was never any emails and the only one I got was about sending my phone to them because I sent it in late. The [redacted] said she reached out to [redacted] and they offered me $20.00 more dollars. I said that wasn't acceptable because I sold my phone to them for $78.00 and I wanted the remaining money. $27.00 was not was my phone was worth. So they again offered me another $20.00 making the offer $47.00. I told them that I wanted the rest of my money and they were offering my half of what I sold my phone to them for. She then emailed me saying that my email was entered in correctly after all and then after about a month she gave me the phone number to contact [redacted] after my phone was gone for good. After about 2 months now I haven't heard back and when I contact them nobody will contact me back. I am VERY disappointed and overwhelmed at the situation. At this time its like I sold my phone to them for free because I have gotten no money for it.Desired Settlement: I would like the $78.00 Usell.com offered when I sold them my phone in the first place and I would like an apology for all the stress they have been putting me through.

Business

Response:

Thank you for the opportunity to respond to this complaint. [redacted] placed an order to sell an iPhone 4 8GB to [redacted] for $78.00. However, the phone had iOS 7 Activation Lock enabled on it, preventing the buyer from inspecting it. In these cases, we send an email notification to the customer including instructions for removing the Activation Lock. After three days a reminder is sent, giving the customer another opportunity to remove the lock. If the customer is unable to remove the lock or fails to respond, the buyer must make a revised offer. For this order, [redacted] was notified on April **, 2014 and again on May *, 2014 but she failed to take the required action. Therefore, a revised offer of $7.00 was made on May *. The notification was sent that day, and a reminder was sent three days later. As [redacted] mentioned, we are proud to offer a risk-free transaction: Per our Terms of Service, any time a cusotmer disagrees with a buyer's assessment of their device, they can decline the revised offer within five days and have their item returned for free. In this case, [redacted] did not respond to either revised offer notification, so [redacted] issued payment for the reduced amount on May **, 2014.

[redacted] first contacted us for support on May **, 2014 when she received the check from [redacted]. We explained that because she failed to remove the Activation Lock or respond to the revised offer, the order had to be finalized. Because [redacted] was so upset about the amount she received, I reached out to [redacted] to see if there was anything they could do. They offered an additional $20 for the phone, then another $20 on top of that to try to satisfy her. They went above and beyond by offering $40 extra for a device that was only worth its parts due to the Activation Lock. Please understand that our buyers want to be able purchase devices for the full quoted amount.

Again, I must reiterate that this order was processed completely according to our Terms of Service, to which [redacted] agreed by placing an order to sell her device through our marketplace. We do truly understand how disappointing it can be to receive less than expected for a device. That is why we make every effort to advise our customers to prepare their devices prior to shipping them to our buyers. We have an alert that pops up on the checkout form, an alert on the order confirmation email and another alert on the shipping instructions. To illustrate this, I placed a test order and have attached screen shots of the alerts on the checkout form and confirmation email. As an added measure, we have recently extended the response period from five days to seven days for revised offers, to give our customers more time to accept or decline them. We sincerely apologize for [redacted]'s disappointment with the outcome of this transaction and we continue to work diligently to improve the customer experience.

Review: Usell advertised an offer price for a used iPhone 4s in mint condition of $54. The offer price for a phone in good condition was approximately $52 at the time of the offer.

The purchase was conditional on the the phone being received in the the described conditions and the "find my iPhone" feature being turned off.

I followed the directions and turned off the Find My iPhone feature and sent in the phone.

The phone was in excellent working order with no signs of wear, scratches or cracks, thus mint condition. The purchase was to be transacted through a third party buyer, The [redacted].

The order number of this transaction was: [redacted]

If these conditions were not met, the company was said to recontact the [redacted] of the phone with a revised offer or return the phone.

The previously used iPhone was sent in with the agreed upon offer price of $54 expected to be received.

On 12/**/14, we received a check from The [redacted] for $9.75, which we have not cashed.

The check is nowhere near the advertised price.

I called usell on this same date and spoke with [redacted], a customer service representative.

[redacted] indicated that the offer was reduced because the phone was not in mint condition and the "find my iPhone" feature was not turned off. [redacted] also indicated that we were contacted by email asking if we wanted to accept the reduced offer or have the phone sent back to us. This contact was never received.

We contend that usell falsely advertised the offer and did not live up to the agreed terms.

A) While the phone was used, it was in mint condition. The phone was in perfect working order and had no scratches, cracks or dents.

B) The instructions for the "Find My iPhone" feature to be turned off were followed prior to being sent in. We made sure of this. We dispute this claim by [redacted] and usell that this feature was left on. We followed all directions as posted on the website.

C) No email for a certified sender was ever received verifying the order or revising the offer. If the sender of the email was automated and promotional in nature, we contend that usell amend their way of recontacting the [redacted] of the phone as those emails by the major email account entities are automatically sent to the garbage folders. No phone call was received from usell or The [redacted]. No other contact received prior to reducing the offer of the phone was made.Desired Settlement: We desire that usell fix the issue.

We desire that usell pay the agreed terms of payment for the equipment: $54 or return the phone.

Business

Response:

Hello, thank you for the opportunity to address this complaint. I reviewed the details of this transaction and I see that [redacted] created an order to sell an iPhone 4S to The [redacted], one of the professional buyers featured in our marketplace. Upon receipt of the device, The [redacted] found that although the phone was working, it was not in flawless condition. Furthermore, the ESN showed that iOS7 Activation Lock was still enabled on the phone, which reduces the value to parts. This is because as long as an Apple device has Activation Lock enabled, it cannot be refurbished, resold and activated by a new [redacted]. It renders it virtually useless. I did listen to the call that [redacted] had with our [redacted], on December **, wherein she explained the reason for the revised offer. [redacted] states that the Activation Lock was disabled prior to mailing the iPhone to his buyer, The [redacted]. However, I checked the ESN today through Apple's support site, and it still shows the Lock is activated. I have attached a screen shot of my findings. We pride ourselves on providing a smooth, seamless way for customers to sell their unwanted smartphones and electronics. We want our customers to receive the full quoted value for their devices, which is why we give so much information about how to prepare a device before shipping. In addition, when Activation Lock needs to be disabled, we send an email notification allowing 5 days for the customer to take the necessary action. A reminder is sent three days later. If the required action is still not taken, a revised offer is made. At that time, another notification is sent to the customer via email, providing seven days for a response. A reminder is also sent three days later. [redacted] contends that the urgent email notifications were not received, but our email logs show that they were successfully delivered. I have attached a record of the email transmissions for your reference. I truly understand [redacted] and [redacted]'s disappointment with the outcome of this order. Unfortunately, failure to respond to the numerous notifications resulted in a lower payment. This order was processed according to our Terms of Service, so the phone cannot be returned at this point. If there are any other questions or concerns about this, I would strongly urge you to contact The [redacted], as they were the buyer with whom the [redacted] ultimately transacted. Best,[redacted]

[redacted]uSell

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:

This response by the business again shows a lack of responsibility in the matter and poor customer service. These poor business practices and the lack of customer service has not provided us any resolution in the matter to current date. This business supposedly acts as a conduit between a buyer and a seller, but does no justice in linking the two entities or troubleshooting issues that may arise. Their continued arrogance and lack of effort will lead me to not suggest them to any acquaintances in the future and spread the word about their poor practices.The "find my iPhone" feature was turned off when we turned in the phone, as instructed. A screen shot of the feature being turned on currently, does not demonstrate the state of the phone when it was turned in. Additionally, a screen shot of emails sent to us does not prove that the emails were ever received or opened. We never opened such emails. We never received a phone call. The emails (if sent) went to the promotional or trash folders of our email (with [redacted]) and not to our inboxes. We never received an amended offer on the phone. If we would have received it, we would've rejected it and asked for the phone to be returned. Again, the business should not be able to advertise offers to buy phones for $54 and then amend the offer down to less than $10 without making a reasonable effort to contact the seller (consumer). If these are their "Terms of Service", then their terms of service demonstrate laziness, poor business practices and bad customer service.

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

Sincerely,

[redacted] And [redacted]

Business

Response:

Hello, I am truly sorry that the [redacted] did not find my initial response satisfactory. We do work very closely with our buyers and we do assist whenever a customer reaches out for assistance with an order they placed with a particular buyer. The only time [redacted] reached out to us was via phone on December **, 2014 to complain about the amount received for the device he sold to The [redacted]. Again, I must reiterate that this order was processed exactly in accordance with our Terms of Service to which the [redacted] agreed upon placing the order to sell their device through our site. With regard to the claim of emails not being received, our Terms of Service, Section 7 (Communication and Contact Information) state: "By using the Buyer Services, you agree to transact with uSell and/or Buyer electronically. You are required to provide uSell and/or Buyer with accurate and complete contact names, mailing address, and e-mail address. You may also provide a phone number; however, uSell and/or Buyer make no guarantee that it will contact you via telephone. 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. It is also your duty to obtain all equipment and services needed to access and use your e-mail including all devices, Internet browsers and Internet access. uSell and/or Buyer shall not be held responsible for communication errors due to: (a) your contact information being inaccurate or incomplete; (b) e-mails sent to you being blocked or filtered as spam; or (c) your inability to access your e-mail at the e-mail address you provided."A reasonable effort to contact the [redacted] was in fact made by uSell when we sent four emails, allowing a total of twelve days for the customer to take the appropriate action and/or accept or reject the revised offer. We do take responsibility for striving to provide the best possible customer experience by educating our customers as much as possible prior to mailing their devices and keeping them updated via email throughout the process. I do understand that this is frustrating and disappointing; however, as I previously stated, the phone cannot be returned since the order was finalized. Again, if there are any further questions about the way this order was handled, please contact The [redacted] directly.

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]

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,

Review: I sold a phone through their site. I received a check for $114 dollars. After depositing the check into my account the item was returned because the bank account had been closed on their end causing me to lose both my phone and an additional $35 returned item fee. I'm now out $149 dollars. This company also does not have a phone number to contact them about resolving the issue.Desired Settlement: I would like to receive my original $114 dollars for the phone that I now no longer have and the additional $35 dollars my bank is now charging me for their negligence.

Business

Response:

Hello, thank you for the opportunity to resolve this complaint. We are so terribly sorry that the check you received from Guzu bounced. They are one of the professional buyers in our marketplace and we are currently working with them to resolve this. I have escalated this to their management with the utmost urgency and I will make sure your check is reissued along with reimbursement for the bank fee. If there is anything else I can do for you in the meantime, please let me know.Regards,[redacted]uSell

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:

Hi my name is [redacted]. I had a complaint through the Revdex.com over a disputed check from usell. My complaint was closed because they had given me a tracking number for a check that was supposed to be reissued. So I was not denying them that they were working on the situation. The only problem now is that the tracking number was for the creation of a shipping label and its been over a week but the check has still not been sent. I would like for my complaint to be reopened as I feel they only have given me the tracking number to get the complaint dropped as its been over a month now since I first sold them my phone and I have not received my money or the fee from the first check bouncing. Complaint number is the subject line. Sincerely [redacted].

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

Sincerely,

Business

Response:

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.

Consumer

Response:

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.

Review: I submitted a phone in good condition for purchase by Sell Atlas, a buyer for uSell. The quoted offer was $61.75. After I sent the phone in, I received an email communication stating they received the phone in Damaged condition with a cracked screen and no power. I responded via email asking for more information about where specifically the screen is cracked. It did not have a crack when I sent it, but I do acknowledge it not having power. I did not read anywhere on the website or the instructions with the shipping materials that the device had to be powered on, but I did read that accessories i.e. chargers, were not necessary with the sale of the device. I asked to see evidence of the cracked screen before I proceeded with the revised offer, a nominal $7.80. I did not receive a response to my request, but I did receive a second request for action to be taken. So I, again, replied with another email asking for more information about the supposed cracked screen. I specifically stated that I would not proceed with any offer until I got a response back. Again, they did not respond to my inquiry but went forward with the sale without my permission. I have received a check for the revised $7.80, but I am extremely unsatisfied with the unfounded claims about the condition of my phone and the lack of response to my direct email communication. I feel like I have been ripped off and have no alternative course of action. If needed, I still have all email communication saved as proof of my effort to come to a reasonable conclusion. They refuse to respond to my email and there is no other way to communicate with them i.e. phone number, because they specifically say to contact the buyer at the email address they provide.Desired Settlement: I would like the original quoted amount in full, $61.75. My product was not damaged, and because uSell failed to respond to me and provide reasonable, quantitative proof of such damage, they should honor that quote. I would also like a response from an uSell representative. If this is their normal business practice of making offers they don't want to deliver on and ignoring their customers, then shame on me for not doing enough research on this company before doing business in good faith.

Consumer

Response:

At this time, I have been contacted directly by uSell regarding complaint ID [redacted], however my complaint has NOT been resolved because:

Sell Atlas has agreed to pay the remaining original quote value for the miscommunication, but I have yet to receive a check. The following is the email they sent me regarding my claim:

I would like to add that I did not receive the phone back as they stated in this email; rather, I received a check in the amount of $7.80 (much less than the original quote of $61.75). My response to their email is below:

Thank you for response. I am frustrated as a consumer to hear back from SellAtlas only after I filed a complaint with the Revdex.com, and that SellAtlas assumed I declined the revised quote. If that was the assumption, why did you send me a check instead of returning my phone? I specifically said in two separate email communications that I would not accept the new offer until I heard back from SellAtlas.

I will update my Revdex.com claim that SellAtlas has offered to pay the full initial quoted amount to amend the communication mistake, and I will further update my claim when I receive that check.

However, I stand by personal thoughts of your company, and will not do business with SellAtlas in the future.

Also, I would recommend that you clearly state on your website that devices must be charged, since this seems to be a key issue with my device specifically. No where did I see any requirement for my device to be charged; furthermore, your site implicates that this is not necessary as charging accessories do not have to be included.

??

Sincerely,

Business

Response:

Hello, we are very sorry to hear that [redacted] has had such a disappointing experience selling her device to SellAtlas. I can certainly understand the frustration. As her advocate, I reached out to [redacted]'s buyer about this, and they have in fact agreed to issue payment in the amount of $54.00. The request has been queued and according to them, the check will be issued today. We hope this is a satisfactory resolution, but please let us know if you need anything else.

Regards,

Business

Response:

Hello,

I am sorry to hear that this matter has still not been resolved to your satisfaction. As I mentioned previously, the buyer with whom [redacted] transacted did tell me that they were issuing payment in the amount of $54.00 when I originally contacted them about the complaint that had been filed. Unfortunately, as they are a business that operates separately from uSell, I have no visibility into their accounting system, nor can I force them to work any faster than they have. I did reach out to them again and was told that the check was in fact issued on October **, 2014. It should arrive any day now. If you require further details about the payment, please contact [redacted] directly.

Please note that this transaction actually occurred with the chosen buyer; uSell simply acts as the seller's advocate during the process. We are here to ensure a seamless transaction and to intervene in the unlikely event that something goes wrong. This complaint should have been directed toward the buyer, not uSell. We are only here to help and are doing our best to resolve this complaint. Again, I am sorry if [redacted] has been unsatisfied with my diligent efforts to resolve this as quickly as possible. Please let me know if there is anything else I can do at this time.

Regards,

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.

I did receive the check after I responded earlier this week. My biggest disappointment in this whole matter was the complete lack of response from either company about the initial issue. Not the kinds of companies I speak highly of or do continued business with, even after problems.

Sincerely,

Review: I had an IPhone sold through you uSell that was damaged in transited using their packaging. When I contacted them for restitution they told me no credit will be given. They would only offer me money if I sold anther phone through them that was damaged and they would take on 40.00 to that final sale if it went through. I give them a known damaged phone; they add 40.00 on to the final price. I don't have damaged phone lying around. The phone in question was returned and given to charity because it took so long for them to make a decision on this.Desired Settlement: I would like 40.00 which is less than the full amount I would have received for the phone if it was damaged by uSell.

Business

Response:

Hello, thank you for the opportunity to address this complaint. I reviewed the history on this order as well as the correspondence that [redacted] exchanged with our Support team. [redacted] created an order to sell an iPhone 5, and our inspectors noted that the Find my iPhone feature was still active on it. This prevented them from inspecting the phone, which is why a revised offer of $32.66 was made for the phone. 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. In accordance with this guarantee, the phone was returned to him on February **, 2015. When [redacted] got his phone back, he said that the phone showed signs of damage on the back. While our inspectors maintained that the phone did not appear to be damaged upon receipt, it is possible that it was somehow damaged in transit- either en route to our facility or when it was returned to [redacted]. As a courtesy, we offered to improve [redacted]'s experience by creating a new order for the phone and then pay the difference once that order was completed. Unfortunately, he did not agree to this option. [redacted] then advised us that the phone had been donated to charity and that he did not want any further communication from uSell Support. We regret that [redacted] had such a disappointing experience and that our offer of a possible solution was not acceptable to him. If there is anything else I can do, please let me know. Best,[redacted]uSell