uSell

Hello, we are very sorry to hear of the disappointing experience [redacted] has had with this transactionOur records show that the first time she contacted us for support was the same day that this complaint was filed with the Revdex.com, so we had not yet had a chance to respond with supportIt appears that her iPad was damaged as a result of [redacted] mishandling, which is very unfortunateAlthough our Terms of Service state that we are not liable for any items lost or damaged during transit, we do have an internal claims process to handle rare cases like thisOur senior support staff has been working with [redacted] toward a resolution and we are confident that this will have a positive outcomeAgain, our apologies for the frustration she experiencedBest,Heather R***Director 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] It will be resolved when I receive the check

Revdex.com: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, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I wanted to further clarify what actions they tookThe ** of Customer Support personally reached out to meHe has stated that he has never heard of this happening with uSell.com beforeHe collected multiple screen prints and emails from me referencing my order with the buyer from their siteHe then had the company send me the full amount of what their website offered meHe has also said that he will keep me in the loop as to what may have happened to cause thisThey either have a buyer doing not good things or their website got spoofedI would say the resolution they presented is more than acceptable and I more satisfiedI just wanted to provide further details about this in case it came up again with another complainant [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] As a retail partner you are responsible for your 3rd party vendorsWhen they do not support your customers to a high standard either you need to revaluate your vendor partners or loss businessThis particular partner has numerous complaintsIn your material it does not say don't send accessories or you will not be returnedIt is the principle hereAnd 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, [redacted] ***

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

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] ... [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 ***. 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] uSell

Thank you for bringing this matter to our attention, and please accept my sincerest apology for any hassle inconvenience you experienced with your orderI see you placed an order to sell an iPhone 4S to ***, one of the buyers in our marketplaceI also reviewed the record of correspondence you had with our support team regarding your payment problemAlthough [redacted] attempted to issue payment to you via [redacted] on Since we have not received any further inquiries about this, I trust that this matter has been resolvedIf you have any questions or need further assistance, please let me know Best, [redacted]

Hello, thank you for the opportunity to resolve this complaintI reviewed [redacted] 's account and see she placed an order to sell an iPhone to Early Upgrade, one of the professional buyers in our marketplaceIn the complaint she references contacting uSell for support, but she actually corresponded directly with Early UpgradeI'm sorry to hear about the trouble she experienced with her [redacted] tracking numberThe number was active and completely valid; however, it does appear that the [redacted] failed to properly scan the package along the way in transit to the buyerWith that said, I am happy to report that the buyer, Early Upgrade issued payment for the full quoted amount via [redacted] on I hope this helps!Best, [redacted] uSell

Hello, thank you for the opportunity to address this complaintI have reviewed [redacted] account as well as all of the correspondence he exchanged with our Support staff regarding this transactionOur records show that [redacted] *reated an order to sell an iPhone 5S 16GB ( [redacted] ) for $ However, we actually received an iPhone 8GB ( [redacted] ), which is worth significantly lessWe asked [redacted] for the ESN for the phone he says he sent in, but it is not in our databaseAs 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 5SIf he would be kind enough to provide documentation from [redacted] showing that he never owned the iPhone that was received in connection with this order, we can investigate this matter furtherWe truly want to make sure this matter is resolved to [redacted] 's satisfaction and look forward to receiving the requested documentationBest,HeatherDirector of Customer ExperienceuSell

Hello, thank you for the opportunity to address this complaintI have reviewed the history on this transaction and I'm sorry to hear of the trouble *** *** experiencedOur records indicate that this order was processed according to our Terms of ServiceHowever, I understand that *** ***
negotiated a new price directly with her chosen buyer, ***Unfortunately, I am not aware of the exact amount that was agreed uponAs a result, I have contacted *** on her behalf to request that the payment be issued right awayAs soon as I have confirmation, I will follow up on this complaintAgain, our apologies for the frustration and I look forward to resolving this. Best,*** ** *** ***uSell

Hello, thanks for the opportunity to address this complaintI see that *** sold an iPhone Plus to *** *** *** for $They issued payment for the full quoted amount of $via *** today, so this matter should be closedIf you need anything else, please let me
know. Best,*** *** ***uSell

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

Hello, we understand that *** *** is eager to receive his payment for this deviceOur records show that it was just received at our facility on October ** and is currently being processedWe keep our customers informed via email every step of the wayWe also strongly encourage our
customers to use the Track Order feature that is found on every page of our sitePayment is typically issued within business days of receipt of a device, so this order is still within that time frame*** *** 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 yearsThe vast majority of customers are paid the full quoted amount for their devicesIf there are any discrepancies between the quoted item and the item we receive, the customer will be notifiedWe are also proud to offer a risk-free transaction, so if there are any discrepancies, the customer can have their device returned free of chargeI am also proud to inform you that any other complaints referenced in *** ***'s complaint were successfully resolved.
We are committed to our customers' satisfaction and look forward to having the opportunity to prove that to *** ***.
Regards,
Heather
Director of Customer Experience
uSell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Please send a replacement model and this complaint will be satisfied.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 $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 inHowever, you wouldn't ask the customer to do that, because it would mean the phone would arrive completely useless and inoperativeJust 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,*** ***

Hello, I am very sorry to hear that *** was disappointed with the outcome of his transactionOur Support team was assisting him with his order when the revised offer was initially madeThe iPad was received without the charger, and had dirt under the touchscreenThe deduction for a missing
charger is usually less than $The main reason for the reduced offer was the condition of the deviceWe are proud to offer a risk-free guarantee, so if a customer disagrees with the inspection findings, their device will be returned free of chargeWe never charge a customer for return shipping. As of 3/**/16, the iPad was returned and *** told our support staff that he would remove this complaintAgain, we regret that he was not satisfied with this transactionIf there are any other questions or concerns, please let me know. Best,Heather R***Director of Customer ExperienceuSell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because I did as I was told and placed the iPhone in the shipping wrap and place in my mailboxBut never received payment I feel scammed
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello, I'm terribly sorry to hear about the trouble you had with the check that you received from ***A recent fraud attempt on their account caused some checks to bounce, but they are reissuing payments along with reimbursement for any fees incurredWe have been working with *** to make
sure they have reimbursed you as wellAs of now, I believe this matter has been resolved, but please let me know if there is anything else we can do. Best,*** *** ***uSell

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