uSell

Review: I contacted usell to sell my iphone Apple iPhone 5s 64GB (Unlocked),for $247.50 and they had me send it to [redacted] and I mailed it out the end of augest and I got a message that the phone was a counterfit ! so I emailed them back and they said they would send it back to me so on 9-*-14 I still have not recived my phone back so I emailed both co and [redacted] emailed me back saying they got a empty envlope and sent me a video to prove it but at the begning of the video the package was already opened but telling me no phone !!!Desired Settlement: I want the $247.50 plus an apoligy letter and something for my headack of this like 25% pay bump for the headack of this

Business

Response:

Hello,

Thank you for the opportunity to respond to this complaint. I have personally already been corresponding with [redacted], as well as her buyer, [redacted] regarding this issue. [redacted] created an order to sell a flawless iPhone 5s 64GB to [redacted] for $247.50. However, they received a sealed, empty kit that showed no signs of tampering when it arrived. [redacted] records the opening of all kits for documentation of what they received and the condition in which they receive it. In this case, their video shows a sealed envelope, shows it again once it is open and shows the inner bubble pouch sealed and empty. The weight of the package upon receipt indicates that it was mailed empty.

I have attached a record of the correspondence exchanged with [redacted] regarding this matter. As you can see, I have explained that the reason [redacted] chose "counterfeit" as the reason for revising the offer down to $0 is because we do not currently have an option for buyers to select "empty kit" on our platform. We do acknowledge that this can be confusing, and for that we apologize. We are working to add the "empty kit" option as quickly as possible so that the revised offer reason is clearer moving forward. This is a very unfortunate experience, as a buyer cannot simply pay for an item they never received. Furthermore, as I explained, [redacted] has been a part of our network of professional buyers for a very long time. It would never be in their best interest to claim that a package arrived empty and go through all of the hassle of documenting it, only to have a Revdex.com complaint filed over it. In fact, they reached out to us proactively to notify us that they received an empty kit.

Again, our sincerest apologies for [redacted]'s disappointment in this matter. I am happy to address any further questions or concerns.

Best,

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:

[Your Answer Here]

here is a pic of the package OPENED when they started the video I have a copy of the video if it helps my case they took the phone out and then showed a empty envlope ! I sent them the phone and now they are trying to steal it from me

I al so got emails where the usell person said she watched the video and there was no showing the envlope open but here is a pic from the video

I still want the money I was promised they are trying to rip me off I have proof !!!

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

Sincerely,

Business

Response:

Hello,

Again, I am sorry to hear that [redacted] still does not accept my numerous explanations of what happened with her transaction. Again, although our Terms of Service state that neither uSell nor our buyers are liable for any items lost or damaged during shipment, we do have an internal claims process. I have previously provided the claim form via the Revdex.com service. If [redacted] would complete the form and return it to us with the required documentation (proof of purchase, the IMEI number of the device and a clear copy of photo ID), I will submit it to our Finance department.

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]

as I have stated I have shown proof that u stole the phone and have lied noumourse times about it I have also told u I didnt buy the phone new it was bought used so I do not have the orginal buyers papers papers so how can I send u that stuff I also have another email forom your co stating u are sending my phone back that I got recently 1!! I will not let this go til I have my money in my hand I think I have sent u and the Revdex.com enoufe proof to summit a claim that u are LIEING about reciving my phone

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

Sincerely,

Review: Went to get a price for my iphone 4s. Was quoted 30.20 to sell. I sent phone and case to the address for them to process. The phone was in good shape and in working order. The company then said my phone did not work and would not power on. and then offered me 10,20 to purchase phone. I refused to sell on principle. I knew the phone worked. When I got it back I hooked phone up to the charger and it powered on.Desired Settlement: My case for my phone was taken and not shipped back I want my case back as well. and for this company to stop the bait and switch. It looks like this firm does this quite often by getting you to send them your phone and then make up issues to get merchandise at a lower price

Business

Response:

Hello,

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

Regards,

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]

As a retail partner you are responsible for your 3rd party vendors. When they do not support your customers to a high standard either you need to revaluate your vendor partners or loss business. This particular partner has numerous complaints. In your material it does not say don't send accessories or you will not be returned. It is the principle here. And honestly if your contractors are that bad you need to be notified I want my case back please

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

Sincerely,

Review: I sent in my iPhone 5 and it was damaged and unoperational. I got all the mailing information sent to me with the price I was to get for my damaged iPhone $76.05. I recived a check about 2 days ago 10/**/14 for a check of $3.25. I was shocked. I went to the website to try and contact the buyer and they had no contact information other than email. I never use email. But I did email them and they had told me both at because I did not turn my find my iPhone off they dropped the price and they stated that they tried getting in contact me threw email. I told them I wanted my iPhone back and I would send back the check and they emailed me back stating that they had already sold my iPhone and couldn't not send it back. So I told them I wanted the full amount paid and they denied me.Desired Settlement: I would like the $76.05 paid to me seeing they clearly had no problem selling my iPhone even though the "find my iPhone" was still active when I sent my phone in.

Business

Response:

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,

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:

[Your Answer Here]

I have no heard from the company usell since I made the compliant. I've been checking my email everyday and there is nothing there. I'm beginning to think they're not going to do anything about it.

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

Sincerely,

Business

Response:

[redacted], I am so sorry to see that your buyer, SellAtlas did not follow through on sending you a replacement phone as we expected them to. I followed up with them and was told that they had stopped obtaining damaged, iCloud-locked iPhones, which is why a replacement was not sent. That does not excuse the fact that they did not do anything about the complaint. Therefore, they have issued a check in the amount of $72.80 to make up the difference between the original quoted amount of your order and the amount you received due to your phone being iCloud-locked. I hope this resolves your complaint and again, I do apologize on behalf of SellAtlas for the length of time it took for this. Best,[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: The company issued me a check for the selling my cell phone as per the agreed upon prices. I deposited the check in the bank. Bank returned the check on the reason "insufficient funds available" and charged me a fee. Though the company send me another check but have not send me the bank return check transaction fee. I have contacted the company multiple times about this issue but I don't think this is one of their priorities. I recently visited their website and I am not the only one and there are a lot of customers like me who got the check and bounced. I am not sure if others have got their return check fee yet or not.Desired Settlement: The company should reimburse the "return check" fee at the least, I am not sure what other option they might choose to address the inconvenience and frustration caused to the honest users for doing business with them.

Business

Response:

Hello,

Thank you for the opportunity to resolve this complaint. We are so very sorry that [redacted] had trouble with the check he received from his buyer, [redacted]. We are aware that [redacted] recently had an issue with their bank when they were switching accounts, whereby the bank did not honor the checks that were issued just prior to the transfer. They did reach out to all affected customers and reissued payments proactively. In addition, they are fully cooperating and reimbursing customers who incurred bank fees as a result of the bank account problem. We were told that [redacted] sent reimbursement to [redacted] for the bounced check. For any additional questions about this matter, please contact [redacted] directly and they will be happy to help.

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've shipped my phone to said company with the promise to receive $261.00 .it has been 2 week's,1 full additional week More than expected and have yet to receive said monies.Desired Settlement: Please send out full monies.

Business

Response:

Hello, I apologize for the delayed response to this complaint. Since no order number was provided, I had to do a little research to find the correct order for [redacted]. Our records show that her payment was issued via [redacted] on May **, 2015. If there is anything else I can do, 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 sold my iPhone to them in November, and they issued me a check for the agreed amount, which was $93.84. However, when I went to cash the check, it was returned, as their account had been closed! So now I am out the $ they promised, and a returned check fee of $35. I am concernd that this group is a scam, and they actually nver pay anyone. I have sent them several emails, with no response. There is no phone number to contact them on the website.Desired Settlement: I would like the desired refund of $93.84, plus my $35 returned check fee. Total of $128.84

Business

Response:

Hello [redacted], I am so sorry to hear about the trouble you had with your payment from Guzu. I see that Guzu, one of the professional buyers in our marketplace issued your check on November **, 2014. They did have an incident of fraud on their bank account which meant they had to close that account and open a new one. They assured uSell that they were proactively handling any checks that may have been affected, so I am terribly sorry that they did not handle yours as they should have. I have escalated this to their management with extreme urgency to make sure they reissue your check along with reimbursement for the bank fee you incurred. In your complaint you mentioned trying to reach uSell via email or phone, but I could not find any record of contact from you using the email address on your order. Were you trying to contact Guzu directly? I can assure you that you have not been scammed. This has just been a very unfortunate series of events that we are working with Guzu to rectify as quickly as possible. I will let you know as soon as your reimbursement has been issued by your buyer. Thank you for your patience and understanding. Please let me know if you need anything else in the meantime. Best,[redacted]

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]

Again, u sell leaves NO MEANS TO CONTACT THEM if the issue is not resolved. I DID email sells customer service. There is no phone number on their website and I still have no email contact to anyone. I am not pleased, and still am not convinced that this is not a scam.

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding uSell has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I sent my cell phone to one of usell.com's buyers about a month ago after receiving an offer to sell my phone. The company received my phone and offered me a lower price then originally agreed to. I declined the revised offer and asked for my cell phone to be returned. My cell phone was returned but not after they removed the SIM card thus making my phone inoperable. The company still has not responded to my repeated attempts to reach them and resolve the issue.Desired Settlement: I would like the company to reimburse me $10.00USD for the purchase of a new SIM card they stole from me.

Business

Response:

Hello, I'm sorry to hear you had such a frustrating experience selling your phone through our service. I checked our records and I do see that our team has responded to your support requests, but for some reason, it looks like they were not delivered. Unfortunately, we cannot guarantee the return of SIM cards or other accessories, because they are separated from the device and discarded or destroyed upon receipt. Destroying the SIM card is an added security measure to protect any private information that may be on there. Our shipping instructions advise against including any accessories other than any that are specifically requested. [redacted] should be able to obtain a new SIM card from [redacted] for little to no cost. Again, our apologies for any frustration or disappointment that was caused. Best,[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:

[Your Answer Here]

I am not satisfied with the business' resolution, and still request a $10 payment for replacement of my SIM Card. It is not the business' determination whether I can financially accept buying a replacement SIM Card "At Little cost". The fact still remains that my phone was not returned in the same condition I sent it away in, and if your policies restrict sending phones with "potential private information", then you should've asked me to remove the SIM Card before sending my phone in. However, you wouldn't ask the customer to do that, because it would mean the phone would arrive completely useless and inoperative. Just like my phone was returned to me.

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

Sincerely,

Business

Response:

Hi [redacted],Thanks for your patience on this. Your payment for the SIM card was issued today via the [redacted] email address you provided, so you should see the funds within 24 hours.

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 5c to this company with the promise of receiving $149 in return. I was given an offer of $49 instead for claims of damage to my phone, which are completely false. I tried to sell my phone today and was informed my SIM card is missing. I have no idea how to remove a SIM card. This company removed my SIM card making it impossible to sell. I want reimbursed the full $149 for my phone.Desired Settlement: I want paid the full $149 offer fr jy phone that they tampered with.

Business

Response:

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

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: SellAtlas, which is a company in the USell website, purposely damaged my property. Before we even mailed the phone out, my fiance charged it, showed me photos/videos of his niece from when she was 1. She's 4 now! He backed up all the photos on to our computer, and we continued to use the 3GS and proceeded to play a games on it, because we found it amusing how far along technology has come. Then we package it for mail to the seller, which we stated on the website that the phone was used/good. How else would we have been able to charge it, look at photos and videos on it, play a couple of games, back it up, then swipe all the information?! No, the seller says it has been damaged, I can't believe that. So I ask for it back, thinking maybe the mail provided may have dropped it and given it a nick of some sort. Oh, and we even mailed it with a protective case and screen protector. We receive our phone back IN COMPLETE DAMAGE! So sickening that someone purposely did it, how was it on purpose you say?! It's so obvious, because the phone still had the case, that someone intentionally smashed the corner of it to break it. Here, look at the photos here and tell me how just weeks before we were able to use the phone, and now it looks like this. [redacted] Absolutely obvious when only one corner is smashed in!! Disgusting website!Desired Settlement: The phone was in 100% working condition. We either want our property replaced, or paid for the damages.

Business

Response:

Thank you for the opportunity to resolve this complaint. We are very sorry that [redacted] was disappointed with her experience selling her phone to SellAtlas through uSell. We are advocates for our customers throughout the entire process, so we reached out to SellAtlas for more information. According to them, the phone arrived to their facility in damaged condition. They would never purposely damage a device just to pay less than originally quoted. They have issued a check in the amount of $12, and [redacted]

should have received it by now.

We hope this provides a satisfactory resolution to this matter. If you need anything else, please let me know.

Thank you,

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,