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:
Hi my name is *** ***I had a complaint through the Revdex.com over a disputed check from usellMy complaint was closed because they had given me a tracking number for a check that was supposed to be reissuedSo I was not denying them that they were working on the situationThe 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 sentI 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 bouncingComplaint number is the subject lineSincerely *** ***.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Hi, thank you for the opportunity to respond to this complaintI see that *** *** created an order to sell an HTC Vivid to Pandabit on July **, They received the device on July **, Under circumstances, the order would have been processed upon receiptHowever, Pandabit was
recently the victim of fraud, causing them to suspend all operations until the issue is resolved.
*** *** first contacted uSell for support on August **, We explained what happened with Pandabit and that we are working very closely with them to ensure that all outstanding orders are processed and finalizedThe latest contact we had with *** *** was August **, with further explanation.
We understand how frustrating and disappointing this experience has been for *** ***, and I can assure you that this is an extremely unusual circumstanceAs a gesture of good faith and an effort to resolve this matter as quickly as possible, uSell will make payment on behalf of Pandabit for this order*** *** will be notified via email once payment is issued

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]
they are going on public record lying about the issue, 1- I had to contact them over times to get a response, 2- the same day that they sent me an email stating a new check was issued, I got another email a few hours later stating that the second check would also bounce! 3- They state that they have not heard from me and therefore consider this complaint resolved....100% as they have heard from me several times since the claim to have "resolved the issue" and they have not respondedThey flat out ignore my emails, calls and *** messagesIf this is an "honest mistake", why would it take several weeks to contact me despite my frequent emails and calls??? FLAT OUT SCAM AND I WILL NOT ACCEPT THE LIES THEY HAVE RESPONDED WITHYes, I finally got my money, a month laterNO, I am not satisfied with the resolutionThey should 1- publicly admit they have demonstrated, at the very least, gross negligence - publicly admit that they willfully chose not to demonstrate an acceptable or timely response to their fraud 3- I want a phone call from their *** *** explaining to me why I should not pursue criminal charges against them, Fact is, any responsible business would have reacted quickly to what this one claims was an honest mistake.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello, please see the attached image of the replacement check that was sent to *** *** and clearedAgain, our apologies for the trouble *** *** experiencedWe expect that this complaint should be closed satisfactorily

Revdex.com:
I have just received an email from the company saying that they will send out a check for the rest of the amount that they owe meNot sure if they have gotten into contact with the Revdex.com yetI do have the email with the entire conversation that I have been having with the
customer service rep, just not sure how to send it?
Sincerely,
*** ***

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

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,
*** ***

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 have no heard from the company usell since I made the compliantI've been checking my email everyday and there is nothing thereI'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,
*** ***

Hello, thank you for the opportunity to address this complaintWe are actually working with *** *** to resolve this issue to his satisfaction.
Best,
Heather R***
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]
Unfortunately I did not receive any emails regarding the reduced offer. Had I received an email regarding this I would have rejected the offer and asked to have the cell phone returned. I believe this is a way for this company to scam money off of its customers by claiming that devices are damaged and saying they've sent reduced offer letters where in fact they did not. If you had called my telephone number which I provided and left a message or tried to get in touch with me that way It would have been a more effective excuse on your part. The only way for this matter to be resolved is to return the device or pay the amount promised. The money you sent me was REFUNDED back to you and rejected as that was not part of the agreement
Thank You,
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 find that this resolution is satisfactory to me and the matter has been resolved
I did receive the check after I responded earlier this weekMy biggest disappointment in this whole matter was the complete lack of response from either company about the initial issueNot the kinds of companies I speak highly of or do continued business with, even after problems
Sincerely,
*** ***

Hello, thank you for the opportunity to address this complaintI reviewed the history of this transaction and I see that although *** tracking showed that the device was delivered to the buyer on 5/**/17, they never actually received itThis is a rare occurrenceWe were working with the buyer,
Pandabit, behind the scenes to make sure that *** *** still received her payment. On June **, 2017, *** issued payment for the full quoted amount of $via PayPalHere is the transaction ID: ***At the same time, we received the following message from *** ***: *** you give me my phone back you scamming pieces of st you all are horrible human beings stealing from people.Since we can confirm that although the buyer never received the device and they issued payment in full, we will consider this matter resolved unless we hear otherwiseWe apologize for the frustration *** *** experienced with this transaction. Kind regards,Heather R***Director, Account Management & Customer ExperienceuSell

Hello, we do apologize for the length of time it is taking for ***'s phone to be processedI checked our system and the first time *** contacted us for support was yesterday at 7:pm (after business hours)Our support staff provided the following response this morning at
9:58: "Hi ***,Thanks for checking inOur records show your device has been received and is being inspectedPart of the inspection process is checking the ESN to verify that Sprint considers your phone clear for activationUnfortunately, Sprint's ESN database recently experienced an outage, which has caused a slight processing delay.We are very sorry that your order was affected by Sprint's database failure and we want you to know that our inspectors are working around the clock to make sure all devices are processed as quickly as possible.You'll receive an email notification as soon as your payment is issued, or if any action is required on your part, so please watch your inbox! You can also track your order status HERE at any time.Thanks so much for your patience, and please let me know if there is anything I can do for you in the meantime."
Unfortunately, odd circumstances can arise that are beyond our control; however, we work diligently to complete each transaction as quickly as possibleWe expect the inspection to be completed by tomorrow; Monday at the latestPlease rest assured that we will keep *** informed every step of the way

Hello, thank you for the opportunity to address this complaintI am terribly sorry to hear of the disappointing experience *** had in selling his phones through usI reviewed the transaction history and correspondence he exchanged with our Support staffOur records show that he created orders to
sell the following devices: Two Samsung Galaxy SIII (Verizon) for $eachAs our Support staff explained, our inspection team found that there were images burned into the LCDs of these phonesI have attached the photos from the inspection showing that there are ghost images of the home screen icons burned into the LCDsIt is a very common issue that occurs with wear and tearThis would require replacing the LCDs in order to refurbish the phones and resell them, which is why revised offers were sent to *** upon inspectionWe are proud to offer a risk-free transaction, so any time a customer disagrees with the assessment of their device, we'll gladly return it free of charge as long as the revised offer is declined within the seven-day time frameAccording to the email logs, all notifications sent to ***, the email address on the order were delivered successfullySince no action was taken, payment for the revised amount was automatically issued for both devicesI am attaching a copy of the logs for your reference. These orders were processed exactly according to our Terms of Service, to which *** agreed when he placed themSince they were finalized and payment was issued, the devices cannot be returnedWe do sincerely apologize for the disappointment experienced with these transactionsAlthough these orders were processed exactly as they should have been, we will make a one-time exception and issue a courtesy payment for the differenceI will contact *** directly once the payment has been issuedIf you have any questions, please let me know. Best,HeatherDirector of Customer ExperienceuSell

Hello, we are sorry to hear of the frustration *** *** experienced with this transactionOur support staff has been working with *** *** to address her complaintWe always appreciate the opportunity to resolve a complaint directly before it is escalated to the Revdex.comOur records show
that she created an order to sell a Samsung Galaxy Sfor $As we have explained in our support correspondence, the inspection team found that the LCD display had images burned into itThis is a very common issue with Samsung devices because they use a super AMOLED screenMost people don't notice any "ghost" images on their phones because they are usually not detected until the phone has been reset to a white backgroundMost commonly, you'll see the faint image of the top menu bar where the date, time, email notifications, etc are shown. This type of issue is in no way a reflection on the care that *** *** took of her device, nor is it anything that could have happened in transit or in our facilityIt is simply a common defect that is well known in the world of Samsung devicesWe had to make a revised offer because the LCD will need to be replaced before the phone can be sold to a new userUnfortunately, the materials needed for this process are very expensive, which is why the price dropped so muchAs our support staff explained, we are very proud to offer a risk-free guarantee, so *** *** can have her phone returned free of chargeThis is in no way a scamWe want to be able to pay top dollar for all devices; it is not in our best interest to pay lessWe are aware that other buyback services may not have such strict grading criteria as we do, so *** *** may be able to sell her phone to a company that overlooks the LCD defectsWe want *** *** to get the most for her device, even if it isn't through our serviceOur support staff will be back in touch with her today to make sure the phone is returned per our Terms of Service.
Regards,
Heather
Director of Customer Experience
uSell

Hello,
Thanks for the opportunity to respond to this complaintI reviewed *** ***'s account and I see that she created an order to sell an iPhone 4S 8GB to *** for $However, they noted that they actually received an iPhone 8GB, which is an older model***
sent a revised offer of $to *** *** on September **, and she accepted it that same day*** issued check number *** for $on September **, I have reached out to them to find out if the check ever clearedIf it has not cleared, I have asked them to reissue the payment right awayAs soon as I have confirmation, I will update this complaint.
Best,
***
*** *** ***r
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, thank you for the opportunity to address this complaintI am sorry to hear that *** *** had such a disappointing experience in selling her deviceI see that she created an order to sell an iPhone in good condition for $However, our inspectors noted that there was a slight bend
in the frame, which resulted in a revised offer of $We allow days for a customer to accept a revised offer and be paid, or to decline it and have their device returned for freeAction to accept or decline the offer must be taken directly through the uSell account interfaceI did review the history of our Support staff's phone calls with *** *** regarding this issueUnfortunately, since she did not decline the revised offer through the account interface, payment for the lower amount was automatically issued upon the expiration of the 7-day acceptance period, on April ***This order was processed according to our Terms of Service, and I can absolutely assure you that the device was not damaged at our facilityThe slight bend in a frame like this typically happens over the course of wear and tear, and can often go unnoticed by the user depending on the degree of the bendUnfortunately, even if the bend is slight, it means the frame will need to be replaced in order for the phone to be refurbished and sold to a new user, which is why the price had to be reduced. That said, as a courtesy, I will request a check for the difference of $to be issued to *** *** in this caseIf there are any objections to this, please let me know; otherwise, the check should be issued as soon as possible. Best,*** ** *** ***uSell

Hello, thank you for the opportunity to address this complaintI am very sorry to hear that *** ***l felt that her order took longer than it should have to processOur support staff has been corresponding with *** ***l since she first reached out to us on May ** Our records show that her
check for the full quoted amount of $was issued on May **, 2015, so it should arrive soonIf there is anything else I can do, please let me know. Best,***
*** ** *** ***uSell

Hello, we are very sorry to hear about the trouble *** *** has experienced with this transactionShe created an order to sell a Verizon iPhone to BuyBackCell, one of the professional buyers in our marketplaceHowever, when they received the device, they noted that the screen was
cracked and it was still locked to an iCloud accountTherefore, they made a revised offer of $She declined the new offer and the buyer returned her deviceWe then received the following message from the buyer, concerned after he received a complaint from the customer: *** *** *** * *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** * *** *** ** ** *** *** *** *** *** ** *** * *** *** *** *** * *** *** *** *** *** *** *** *** *** *** * *** *** *** ** * *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** * *** *** *** *** *** *** * *** *** *** * *** *** ** *** ** *** *** *** *** *** * *** ***
*** *** ** *** *** * *** *** * *** *** Our support staff asked *** *** for the IMEI of the device she sent in, but it shows as invalid in Apple's databaseIt also does not match the IMEI of the device the buyer receivedIf we could get the correct IMEI, we can look into this furtherWe certainly want to resolve this complaint; we just need the correct information to try to find out what, if anything could have gone wrong in the process. Best,Heather R***