uSell

At this time, I have been contacted directly by uSell regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
As expected only a excuse was given might as well have thrown my phone in the trashthey wont scam me or my friends again with the reviews I posted
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello, the Sprint database that our inspection team was using did go down over a month ago which required a more lengthy inspection processAgain, we do sincerely apologize for the delayI just checked the order again and I see that the ESN turned out to not be clear for activationTherefore, the phone was returned to *** today via *** with the following tracking number: ***If you have any other questions, please let me know

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* [redacted], and have determined that my complaint has NOT been resolved because:

I did in fact send  an iPhone 5s ti uSell, which is the one referred to in the first part of the attached message. The second message establishes thai have never owned the iPhone 4 that was returned to me. To verify that the message originated from [redacted] just [redacted] the numners at the top. I will also forward the attachment directly to uSell. The only way to resolve the issue is to1: Return my iPhone 5s2: send a check for the amount we originally agreed upon $184.00.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:
 
I fully understand that uSell or XTech Gear is not at fault for lost or stolen items as a result from USPS error. The fact that uSell is willing to accept the error is absurd! Are uSell pre-paid shipping kits not insured? What is the point of a USPS tracking number?  How can uSell accept that one of their shipping kits is "lost/ stolen" and be willing to leave the issue as it lies and pass the blame to USPS?   
The claim process is a joke! How can uSell expect customers to provide proof of purchase for an item(s) that they obviously have no use for or desire to keep and are selling?!
I understand that uSell it is not entirely at fault and sadly I will never receive compensation for my "lost/ stolen" shipment. Future customers need to be aware that the system is broken.
Thank you.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will not accept the resolution as since this process has taken longer than anticipated I was able to find buyers for the iPads in question.  So I will no longer pursue the original resolution that I had requested.  I do however request that if the Revdex.com has a grading system, review section etc, for this business that my complaint be published or be taken into consideration there.  While I expect a company to be on the defensive when facing this type of complaint, the sheer fact that they will not even concede that their shipping products may need to be improved confuses me.  I do not intend to business with them again.
Sincerely,
[redacted]

Hello, thank you for the opportunity to resolve this complaint. We are so terribly sorry that the check you received from Guzu bounced. They are one of the professional buyers in our marketplace and we are currently working with them to resolve this. I have escalated this to their management with...

the utmost urgency and I will make sure your check is reissued along with reimbursement for the bank fee. If there is anything else I can do for you in the meantime, please let me know.Regards,[redacted]uSell

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]
 
I never received my phone back, when I called before the [redacted] I was put on hold for so long I decided to call back later, I made sure I reset the phone before I shipped it so I have no idea how any "activation locks" happen after, This was a nice way to lose a expensive phone, create a lpt of stress and in the end lose my phone and get nothing in return.... Oh the comments I will post on EVERY review board I can find about this scam so you will lose buisness I know if I read negative reviews I would go to a "safer" website... I will shed light on your company's poor customer service and you will lose a lot more then 90$, just goes to show you must research the website before you make any kind of transaction with them I learned my lesson and will now teach thousands others to avoid your scam hope it was worth it.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

This complaint was filed because uSell wasn't getting back to me.  Yes, I was dealing with someone named Troy after a week or so of waiting.  And he said pretty much what you have, however your ToS is impossible to find, I have yet to find it, I have been emailed a screenshot of what you refer to.  The only place where I was able to find anything about the insurance part was in your FAQ section after I was contacted by Troy, and still could not find the ToS.  A company which purchases electronics, and sends out their own packaging should atleast make sure it is up to the task, or insure the package for what its worth.  As for your inspection department, people make mistakes all the time and deny them.  Its human nature.  I have damage to one iPad that could not of even come from the inadequate packaging because it is in the center on the back of the iPad on the speaker.  Granted I will admit because of this I am blaming the company rather than [redacted] because in this case the packaging at the center of the back of the iPad is actually intact.  So which is it? Human error on uSell, bad business practices on uSell, or are you going to keep blaming the post office?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:
 Since it is close to the deadline that willautomatically close my case without my action, I am unfortunately going to haveto reject the response from USell.  In their response to my complaint, USELL did not include a proposed resolution –only a promise to get back to me at a later time.  The individual who responded to the complaintstated that "As soon as I have a response from the inspection team, I willfollow up on this complaint with next steps to rectify the situation."  That is the last contact I’ve had from USell.I also must reject theirresponse because it includes misinformation. The representative from USell stated that "I also reviewed thecorrespondence exchanged between our support staff and [redacted] and it appears to have been handled correctly." Thisstatement is not accurate as none of my emails concerning this issue havereceived a response. I check my spam folder regularly so I know that anyresponses were not misdirected there. I have attached these emails.Thank you,[redacted]

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.

Hello,
Thank you for the opportunity to address and resolve this complaint. We are terribly sorry to hear that Jordan had such a disappointing experience selling to [redacted] had a problem with their bank while they switched accounts, but they did reach out to all possibly...

affected customers proactively to let them know what happened. This was an effort to help prevent checks from bouncing as a result of the bank error. Our support staff has been in touch with Jordan and have provided documentation showing that the replacement check [redacted] cleared on October *, 2014. We have not heard back from the customer about this, so we consider the matter resolved. Again, our deepest apologies for the hassle and inconvenience with this transaction. We continue to monitor and work closely with all of our buyers to ensure customer satisfaction. If you have any other questions or concerns, please let me know. 
Best,
[redacted]
uSell

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,
[redacted]
[redacted]
uSell

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:

I did in fact send  an iPhone 5s ti uSell, which is the one referred to in the first part of the attached message. The second message establishes thai have never owned the iPhone 4 that was returned to me. To verify that the message originated from [redacted] just [redacted] the numners at the top. I will also forward the attachment directly to uSell. The only way to resolve the issue is to1: Return my iPhone 5s2: send a check for the amount we originally agreed upon $184.00.
 
 
 
 
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 complaint. I am terribly sorry to hear of the disappointing experience [redacted] had in selling his phones through us. I reviewed the transaction history and correspondence he exchanged with our Support staff. Our records show that he created orders...

to sell the following devices: Two Samsung Galaxy SIII (Verizon) for $31.28 each. As our Support staff explained, our inspection team found that there were images burned into the LCDs of these phones. I have attached the photos from the inspection showing that there are ghost images of the home screen icons burned into the LCDs. It is a very common issue that occurs with normal wear and tear. This would require replacing the LCDs in order to refurbish the phones and resell them, which is why revised offers were sent to [redacted] upon inspection. We 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 frame. According to the email logs, all notifications sent to [redacted], the email address on the order were delivered successfully. Since no action was taken, payment for the revised amount was automatically issued for both devices. I am attaching a copy of the logs for your reference. These orders were processed exactly according to our Terms of Service, to which [redacted] agreed when he placed them. Since they were finalized and payment was issued, the devices cannot be returned. We do sincerely apologize for the disappointment experienced with these transactions. Although these orders were processed exactly as they should have been, we will make a one-time exception and issue a courtesy payment for the difference. I will contact [redacted] directly once the payment has been issued. If you have any questions, please let me know. 
Best,
Heather
Director of Customer Experience
uSell

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. I accept the offer and I would like for the money to be sent to my [redacted] linked to email: [redacted] Thank you
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint. [redacted] placed an order to sell an iPhone 4 8GB to [redacted] for $78.00. However, the phone had iOS 7 Activation Lock enabled on it, preventing the buyer from inspecting it. In these cases, we send an email notification to the...

customer including instructions for removing the Activation Lock. After three days a reminder is sent, giving the customer another opportunity to remove the lock. If the customer is unable to remove the lock or fails to respond, the buyer must make a revised offer. For this order, [redacted] was notified on April **, 2014 and again on May *, 2014 but she failed to take the required action. Therefore, a revised offer of $7.00 was made on May *. The notification was sent that day, and a reminder was sent three days later. As [redacted] mentioned, we are proud to offer a risk-free transaction: Per our Terms of Service, any time a cusotmer disagrees with a buyer's assessment of their device, they can decline the revised offer within five days and have their item returned for free. In this case, [redacted] did not respond to either revised offer notification, so [redacted] issued payment for the reduced amount on May **, 2014. 
[redacted] first contacted us for support on May **, 2014 when she received the check from [redacted]. We explained that because she failed to remove the Activation Lock or respond to the revised offer, the order had to be finalized. Because [redacted] was so upset about the amount she received, I reached out to [redacted] to see if there was anything they could do. They offered an additional $20 for the phone, then another $20 on top of that to try to satisfy her. They went above and beyond by offering $40 extra for a device that was only worth its parts due to the Activation Lock. Please understand that our buyers want to be able purchase devices for the full quoted amount.  
Again, I must reiterate that this order was processed completely according to our Terms of Service, to which [redacted] agreed by placing an order to sell her device through our marketplace. We do truly understand how disappointing it can be to receive less than expected for a device. That is why we make every effort to advise our customers to prepare their devices prior to shipping them to our buyers. We have an alert that pops up on the checkout form, an alert on the order confirmation email and another alert on the shipping instructions. To illustrate this, I placed a test order and have attached screen shots of the alerts on the checkout form and confirmation email. As an added measure, we have recently extended the response period from five days to seven days for revised offers, to give our customers more time to accept or decline them. We sincerely apologize for [redacted]'s disappointment with the outcome of this transaction and we continue to work diligently to improve the customer experience.

Hello, thank you for the opportunity to address this complaint. I reviewed [redacted]'s account and order history. Here are the details:Order # [redacted] for $291.33 was received on 4/**/15 and paid via [redacted] on 4/**/15.Order # [redacted] for $113.25 was received on 4/**/15 and...

paid via [redacted] on 5/**/15Order # [redacted] for $162.00 was received on 4/**/15 and paid via [redacted] on 5/**/15[redacted] is correct in saying that the last two orders took longer than usual to process. Please allow me to explain: All devices sold were from [redacted]. Part of the inspection process is to verify that [redacted] considers the devices clear for activation by a new user. This is done by checking the ESN (Electronic Serial Number). Unfortunately, [redacted]'s ESN database recently experienced an outage, which caused a delay in processing. Until the ESNs could be verified, the inspection could not move forward. As you can see, the issue was resolved and the payments were issued as soon as the ESNs were verified on May [redacted] reached out to uSell Support via email and phone, and one of our Customer Care Representatives explained the [redacted] issue to him on May [redacted]. We deeply apologize for any concern or inconvenience that was caused by [redacted]'s database failure. I can assure you that it has been resolved and we do not foresee any further problems with regard to this matter. Best,[redacted]uSell

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:

This complaint was filed because uSell wasn't getting back to me.  Yes, I was dealing with someone named Troy after a week or so of waiting.  And he said pretty much what you have, however your ToS is impossible to find, I have yet to find it, I have been emailed a screenshot of what you refer to.  The only place where I was able to find anything about the insurance part was in your FAQ section after I was contacted by Troy, and still could not find the ToS.  A company which purchases electronics, and sends out their own packaging should atleast make sure it is up to the task, or insure the package for what its worth.  As for your inspection department, people make mistakes all the time and deny them.  Its human nature.  I have damage to one iPad that could not of even come from the inadequate packaging because it is in the center on the back of the iPad on the speaker.  Granted I will admit because of this I am blaming the company rather than [redacted] because in this case the packaging at the center of the back of the iPad is actually intact.  So which is it? Human error on uSell, bad business practices on uSell, or are you going to keep blaming the post office?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the matter has not been resolved. However, as I cannot provide proof of purchase for my iPod that was purchased over four years ago and lost in the mail. Since no one can or will be held accountable for this, what choice do I have but to accept the loss.
I would like to thank the Revdex.com and uSell for attempting to resolve this, although I am not satified with the results I consider the matter closed.
Sincerely,
[redacted]