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 so long as payment via *** is completed
Sincerely, *** *
*** ***

Hello, I'm sorry to hear that *** had a disappointing experience with usI reviewed the order in question and I see that he created an order to sell an iPhone 4S to one of our professional buyers, *** back on June **, for $Our records show that the phone had iOSActivation
Lock enabledThis is an *** security feature that prevents anyone from accessing, inspecting or activating the deviceAny *** product that has Activation Lock enabled is virtually worthless, or at least only worth its parts due to this restrictionAn urgent email notification was sent to *** on July *, 2014, asking him to disable the lock (including instructions on how to do so), and he was given days to resolve the issueHe never responded or took the required action, so a revised offer of $was sent to him on July **, *** declined the revised offer on July **, 2014, so the buyer, ***, returned the device the next day as part of our risk-free guarantee. According to our records, this order was processed exactly according to our Terms of Service and again, we apologize for any disappointment that *** experienced with this transaction. 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 resolved
Sincerely,
*** ***
I received their response today October ***@ 10:I hope this is a final resolution for this transaction*** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** ***Oct **, 10:AMHello ***,
* *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** *** ***
*** *** *** *** *** * *** ** *** *** ** *** *** *** *** ** *** *** *** *** *** ** *** ** *** ** *** ** *** ***
*** *** ** *** ** *** *** *** *** *** *** ** ***
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*** *** ***
***

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

Thank you for the opportunity to address this complaintWe are very sorry that *** *** had a disappointing experience with this transactionI see that she created an order to sell an iPhone in good condition; however, our inspectors noted that the phone had a pink hue on the LCD, so a revised
offer was sent to *** *** on June *** *** never reached out to uSell support for any assistance or explanation of the inspection findingsHad she done so, this complaint could likely have been avoidedOur support team is always happy to helpUnfortunately, this pink hue is a known defect in the iPhone and 5c seriesMost people never notice it because it is usually only visible once the phone has been restored to factory settings, in which the display is a white backgroundAlthough seemingly a minor issue, it does require repair and/ or replacement of the LCD, which is why the revised offer was made. 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*** *** declined the offer and her phone was returned to herWe have since been in touch with her to follow up on the negative feedback left regarding this transaction as wellWe take these complaints and feedback very seriouslyAt uSell, we truly want our customers to receive the full quoted amount for their devicesWe have adjusted our inspection criteria to now consider this pink hue defect "minor damage" instead of just "damage", which means the price will not decrease as much as it has in the past. Best,***
*** ** *** ***uSell

Hello, thank you for the opportunity to address this complaintI have reviewed *** order details as well as the correspondence exchanged with our support staff regarding this matterOur records do show that the iPad we received in connection with this order had damage to the frame and the
screen was lifting from itDue to the condition of the iPad, we were unable to offer any payment for itA revised offer notification was sent on 8/*/to the email address on file for this order: ***A reminder was sent three days laterIn all, we provide seven days for a customer to respond to the revised offer notificationsIf no response is given, the order must be finalizedIn this case, the revised offer amount was $(recycling) so the iPad was responsibly recycledThis transaction was processed exactly according to our Terms of Service, to which *** agreed when she placed the orderI have attached a record of the emails, showing that they were sent and successfully delivered to the email address associated with this order. We do understand that *** is very disappointed with the outcome of this transaction; however, we can assure you that there was no wrongdoing on our partBased on the nature of the damage to the iPad, it appears that it could have been mishandled by the ***I have been in touch with *** today with a proposed resolution to this complaint and am awaiting a responseIf there are any questions about this, please let me know. Sincerely,Heather Director of Customer ExperienceuSell

Hello, thank you for the opportunity to address this complaintOur records indicate that *** *** placed an order to sell an iPhone on 9/**/to ***, one of the professional buyers in our marketplaceA check for the full quoted amount of $was issued on 9/**/and mailed to the
address that *** *** provided when placing the order*** ***'s personal assistant reached out to our support staff regarding this for the first time on 4/**/Although *** is no longer part of our network of trusted buyers, our support staff did contact them in an effort to have the check reissuedUnfortunately, their response stated that the bank account on which the check was originally drawn has been closed and there is no way for them to see if it ever clearedFurthermore, because it was issued months prior, they, nor uSell are liable for the payment. Because this payment was issued by *** and not by uSell, we urge *** *** to contact *** directly to see if there is any other way this matter can be resolved.Kind regards,Heather R***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.After contacting them 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,
*** ***

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 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

Revdex.com:
They did send the iPad back, however this remains a bait and switch complaint and other potential sellers should be abreastSincerely,
*** ***

Hello, thank you for the opportunity to address this complaint.Our records show that MrRoberts placed an order to sell an iPhone in good condition to Second Hand Cellular, one of the trusted buyers in our marketplaceIt appears to have been mishandled by the USPS in transit to their facility
Although our Terms of Service state that neither uSell nor our buyers are liable for any items lost or damaged in transit, the buyer made an exception in this caseA new price was agreed upon and MrRoberts has been paidWe trust that this matter has been settled to his satisfactionIf there is anything else I can do, please let me know

Hello ***, I'm sorry to hear you've had trouble with the check you received for the sale of your deviceI see your check in the amount of $was issued on February **, 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 accountYou can even take it to a Citibank to cash it, as it is drawn on a Citibank accountIf you prefer, we can cancel this check and reissue your payment via ***If you don't already have a free *** account, this article in our Help Center will help you: *** I look forward to your response.Best,*** *** ***uSell

Thank you for the opportunity to resolve this complaintWe are very sorry that *** was disappointed with her experience selling her phone to SellAtlas through uSellWe 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 conditionThey would never purposely damage a device just to pay less than originally quotedThey have issued a check in the amount of $12, and ***
should have received it by now.
We hope this provides a satisfactory resolution to this matterIf you need anything else, please let me know.
Thank you,
*** ***
*** *** ***
uSell

Hello, thank you for the opportunity to address this complaintI believe that this matter has already been resolved, as *** *** has been in touch with our Support staff regarding her orderOur Customer Care Representative, Imani, spoke with *** *** on June ** to allay any concerns she
had about this transactionOur records show that the phone was just received on June *** and is being inspected nowIf there are any other questions or concerns about this, 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 Is in process of being resolved.
Sincerely,
*** ***

Hello, I do apologize for requesting the information and photos againAfter my last response, I saw the attachmentsI am going to reach out to you directly to resolve this matter, so you will hear from me within hoursWe will figure this out and solve this to your satisfaction. Thank you

Hello, per *** ***'s request, the form has been mailed to the address provided in her last responseOnce we receive the completed claim form along with the requested documentation, I will submit it to our Finance department for approval and paymentI look forward to bringing this to a resolution. Regards,HeatherDirector of Customer ExperienceuSell

Hello, I am truly sorry that the *** did not find my initial response satisfactoryWe 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 buyerThe only time *** *** reached out to us was via phone on December **, to complain about the amount received for the device he sold to The *** ***Again, I must reiterate that this order was processed exactly in accordance with our Terms of Service to which the *** agreed upon placing the order to sell their device through our siteWith regard to the claim of emails not being received, our Terms of Service, Section (Communication and Contact Information) state: "By using the Buyer Services, you agree to transact with uSell and/or Buyer electronicallyYou are required to provide uSell and/or Buyer with accurate and complete contact names, mailing address, and e-mail addressYou may also provide a phone number; however, uSell and/or Buyer make no guarantee that it will contact you via telephoneIt 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 functionalitiesIt 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 accessuSell 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 *** 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 offerWe 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 processI 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 *** *** directly

Hi, thank you for the opportunity to respond to this complaintI reviewed *** ***' account and I see that she created two orders to sell two Samsung Galaxy SIIIs to the buyer, Next New Wireless on July **, Here are the details: Order number *** was received by the buyer on
8/**/and payment was issued that same day for the full quoted amount of $(check #***). Order number *** was also received by the buyer on 8/**/14, but they noted that the charge port was badThey made a revised offer of $19.50, which was accepted by *** *** that same dayThe check was issued on 8/**/(check #***).
As for the complaint about the time it took for delivery, I researched the matter and found that Next New Wireless recently had an issue with their local postal facility not delivering packages in a timely mannerWe pride ourselves on providing a fast, easy way for customers to turn their unwanted devices into cashUnfortunately, this USPS issue was beyond our controlWe did research this and had Next New Wireless address the matter with their local postal facilityTo our knowledge, the issue has been resolvedPlease accept our sincerest apologies for the delay and inconvenience