uSell

At this time, I have been contacted directly by uSell regarding complaint ID ***, however my complaint has NOT been resolved because:
class="MsoNormal" "margin: 0in 0in 10pt;">Sell Atlas has agreed to pay the remaining original quote value for the miscommunication, but I have yet to receive a checkThe following is the email they sent me regarding my claim:
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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 $(much less than the original quote of $61.75)My response to their email is below:
Thank you for responseI 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 quoteIf 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 specificallyNo 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,
*** ***
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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]
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 anyoneI 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,
*** ***

Hello,
I am very sorry to hear that you had such a frustrating experience with the phones you wanted to sell to uSellI checked our system and could not find any record of any orders being placed using this name, mailing address or email addressFurthermore, you cite that the
transactions took place over three years ago, when uSell had a much different business modelIn 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 themIn 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 ownersTherefore, 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 *** *** or the email address ***
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 numberIn addition, the make, model and carrier information of the phones would be a great helpI am happy to do what I can to assist you in this matter.
Regards,
***
*** *** ***
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,
*** ***

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

Hello, thank you for the opportunity to address this complaintWe have worked with *** *** directly to resolve this issue to his satisfactionPlease let me know if you have any questions. Best,Heather R***Director of Customer ExperienceuSell

Hello, I have been communicating with *** *** directlyI have confirmation that the buyer reissued her payment on January **, and it should have been mailed by the bank yesterdayShe should receive it soon and we are confident there will be no further issues with the payment. Kind
regards,Heather R***

Hello,
Thank you for the opportunity to respond to this complaintWe are very sorry to see that *** *** is so upset about the outcome of his transaction with SellAtlasI reviewed his account and see that he placed an order to sell a Flawless, iPhone 4S 16GB (unlocked) to SellAtlas
for $However, they actually received a Damaged iPhone 8GB (AT&T)They made a revised offer of $on September ** for this reason*** *** had seven days to respond to the revised offer by accepting and being paid, or declining and having the device returnedTwo email notifications were sent to *** *** with the subject "Urgent: Action needed concerning your traorder ***"- on September ** and a reminder on September **Per our Terms of Service, if you do not respond to a revised offer, it expires after seven days and payment is automatically issued for the revised amountSince *** *** never responded to the offer, payment was issued in the amount of $via *** on September **.
I have reached out to SellAtlas on behalf of *** *** to confirm that the *** transfer was refunded and to see if they can make an exception and return the phoneHowever, our buyers usually move their inventory very quickly, so I cannot guarantee the return of the deviceAs soon as I have the information, I will provide an update and resolution.
Best,
***
*** *** ***
***

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 resolvedI'm waiting on the form but it must be sent to *** *** *** *** *** in ***
Sincerely,
*** ***

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

Hello, thank you for the opportunity to address this complaintI reviewed the history on this order as well as the correspondence that *** *** exchanged with our Support team*** *** created an order to sell an iPhone 5, and our inspectors noted that the Find my iPhone feature was still
active on itThis prevented them from inspecting the phone, which is why a revised offer of $was made for the phoneWe 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 chargeIn accordance with this guarantee, the phone was returned to him on February **, When *** *** got his phone back, he said that the phone showed signs of damage on the backWhile 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 *** ***As a courtesy, we offered to improve *** ***'s experience by creating a new order for the phone and then pay the difference once that order was completedUnfortunately, he did not agree to this option*** *** 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 *** *** had such a disappointing experience and that our offer of a possible solution was not acceptable to himIf there is anything else I can do, please let me know. Best,*** ** *** ***uSell

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 service.Our support staff will be back in touch with her today to make sure the phone is returned per our Terms of Service. Regards,HeatherDirector of Customer ExperienceuSell

When this complaint was originally filed, I reached out to the buyer, Wireless for a resolutionThey advised me that they have gone ahead and issued a second check in the amount of $to satisfy *** ***If he hasn't already received the check, he should get it any day now

Hi ***,
I understand that this has been very frustrating for youThe shipping kits provided by uSell are First Class Mail, but they are not insured because they are considered MRS (Merchandise Return Service)In order for us to provide free shipping, this is the service we have to useuSell is fully prepared to accept your claim and compensate you for your lost phoneIf you don't have proof of purchase, you could still submit the IMEIThat would be listed on your wireless statement- or you could contact your wireless carrier for the informationPlease understand that we have to follow this procedure in order to complete the claimThanks for your understanding

Hello, I have reviewed the transaction in question, as well as the correspondence exchanged between *** *** and our Support staffIn this case, the device was received on January ***, passed inspection on January *** and the check was issued January ***This transaction was processed
within the time frame and according to our Terms of ServiceUnfortunately, *** *** notified us that she has not received the check that was mailed on 1/**/Our Finance department mandates that we allow three weeks for delivery of a checkAfter that time, if the check has not been received, the Finance department will make sure that the payment has not cleared, then reissue the check. According to our support records, the request was sent to Finance yesterdayAs long as the check has not been cashed, it should be cancelled and payment reissued by tomorrowOf course, our Support staff will be in touch with *** *** regarding the status every step of the wayI have attached a copy of the correspondence for your records as wellPlease let me know if you have any other questions.
Best,
Heather
Director of Customer Experience
uSell

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

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:
After speaking with *** on the phone, she said that the company would give me my initial quoted offer of $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 $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,
*** ***

Hello, I'm sorry to hear that *** *** is having such a hard time receiving the checks that we have been sending her*** *** has contacted uSell support a total of times since May *** and we have answered every requestOur records show that the original check, # *** was issued on 5/*/As
per our Finance department's requirement, after allowing days for delivery of this first check, it was cancelled and a second check, # *** was issued on 6/*/This second check has been cancelled and a third check is now queued to be issued todayAll of these checks were sent to the address on the order: *** ** *** *** *** *** ** ***If *** *** does not receive this third check for some reason, I would strongly suggest that she provide an alternate address or update the payment method to *** for a secure transfer of funds. Again, we do apologize for the frustration experienced with thisThe checks were mailed and we do want *** *** to receive her fundsIf there is any further assistance needed, please contact us directly at [email protected] and we'll be happy to help. Regards,***
*** ** *** ***
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Hi, I am terribly sorry to hear about the issue that *** *** encountered with the phone that was returned to herI have reached out to our inspection team for more information about the inspection, as well as how the phone could have been "bricked"I can absolutely assure you that this is not
a practice that our inspectors engage in, and there is no reason or motivation for them to cause any damage to a device when it is being returnedI also reviewed the correspondence exchanged between our support staff and *** *** and it appears to have been handled correctlyWe always strive to provide the best possible customer experience, and I do apologize if we failed to deliver that in this caseAs soon as I have a response from the inspection team, I will follow up on this complaint with next steps to rectify the situation. Best,*** ** *** ***
***

Hello, and thank you for being such a loyal uSell customer! I am terribly sorry to hear you've had such a disappointing experience with this particular transactionI reviewed your account and I see that you created an order to sell an iPhone to *** ***, one of the professional buyers in our
networkUnfortunately, we noticed that there may have been a typo in the email address you entered when placing this orderWhen the iPhone was received by *** ***, the Find my iPhone (Activation Lock) was still on the phone, preventing the buyer from inspecting itTwo notifications asking you to remove the lock, but it appears you may not have received them due to the email address errorWhen the lock was not removed, a revised offer had to be madeTwo notifications of the revised offer were also sent via emailPer our Terms of Service, you have seven days to accept the offer and be paid, or decline the offer and have your device returned for freeWhen no response was received, payment for the revised amount was automatically issued to finalize the order on 11/**/14. We do have a phone number, which is listed in our Help Center, although email is our primary method of support. I reviewed our records and I see that you reached out to Support back on October ** and our Customer Advocate, *** has been assisting you with your multiple requestsAs of today, she has confirmed that the Activation Lock seems to have been disabled, so she has gone above and beyond to find out if there is anything the buyer can do to improve the amount paid for the iPhoneShe will be back in touch with you as soon as she hears from *** ***I will do my best to resolve your complaint. Best,*** *** ***uSell