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]
 
As a retail partner you are responsible for your 3rd party vendors. When they do not support your customers to a high standard either you need to revaluate your vendor partners or loss business. This particular partner has numerous complaints. In your material it does not say don't send accessories or you will not be returned. It is the principle here. And 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]

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]

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:

As the first issue was that they send me a fraudulent check, I would like to wait until the bank has successfully cleared the check to say that the issue has been resolved. 
 
 
 
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 have contacted Sprint and they have no clue as to what type of outage usell is referring to.  I am still waiting on payment or to recieve my phone back in the mail. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
 
My name is [redacted] and I am the Customer experience [redacted] here at uSell. I reviewed your account and I see that the iPod you sold to XTechGear was never delivered. As our Customer Advocate Jessica explained in previous correspondence, we opened an investigation...

with the USPS, which proved inconclusive. uSell's Terms of Service state that we are not liable for items lost or damaged during shipment. However, as a courtesy to our customers, we do have a claims process for these rare cases. I have attached a claim form to this message. Please complete it and return it to me with the requested documentation, and I'll submit it to our Finance department for payment as soon it is  received. If you have any questions, please let me know. I look forward to resolving this for you.
 
Best,
[redacted]

Please note that uSell is a price comparison site that connects sellers of unwanted cell phones and electronics with a network of professional buyers who purchase these items. We do not purchase, handle or sell any devices, nor are we responsible for any payments. However, we are your advocate...

throughout the entire process and we are committed to providing a stellar customer experience. I am very sorry to hear that the check you received from Karoucell bounced. They are aware of a recent situation that caused this and they are in the process of making sure that anyone who was affected is reimbursed. I have reached out to them on your behalf to make sure they replace the check for you immediately. As soon as I have confirmation of the reissued payment, I will let you know. Thanks very much for your patience and understanding. 
Regards,
[redacted]

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]

Hello, Again our apologies that [redacted] is still not satisfied with our responses. This is the information received from the inspection team when I reached out for more details about the complaint: "Hello, A bad proximity sensor is the part of the phone that controls the screen going dark when placed next to your ear during a call and lighting up again when it is removed away from your ear. We tested the phone and reset the phone. The only thing wrong with this device when we tested it was that sensor. There's nothing else we could've done to cause the error that this customer is expressing."Again, I must assert that this order was handled exactly as it should have been, from the inspection side and the support side, and absolutely no wrongdoing occurred. However, as a one-time courtesy, I will ask our Finance department to issue a check for the original quoted amount of $57.27.

Hello, I have been working directly with [redacted] to resolve his complaint and we have come to an amicable resolution. This matter is still in progress and I will provide an update as soon as it is fully resolved. Thank you,HeatherDirector of Customer ExperienceuSell

Hello,
I'm very sorry for the difficulty and frustration [redacted] experienced with our service. As soon as I saw this complaint, I called him to discuss the matter and reassure him that he would be paid the full quoted amount for the new order he placed with us. Managed by uSell is a new service that we recently launched, and the inspection service was initially quite strict in evaluating devices. We have worked very hard to calibrate the inspection process and continue to do so. I am just sorry that [redacted]'s experience was not what we strive to provide. I can confirm that [redacted]'s payment of the full quoted amount of $203.52 was issued via [redacted] on 11/*/14. 
If there is anything else I can do in this matter, please let me know.

Hello, thank you for the opportunity to address this complaint. I am terribly sorry that [redacted] was so disappointed with his experience with us. I reviewed the account and history of correspondence exchanged with our support staff. [redacted] created an order to sell an iPhone 5 16GB in good...

condition for $83.64. However, our inspectors noted that the LCD had a yellow border around the display and that the body of the device was not original, so a revised offer of $45.50 was sent to [redacted] on October [redacted]. He accepted it that same day, then complained to our support staff about the inspection results. Our support staff did ask the inspection team to double check the item and the findings were the same. We are proud to provide a risk-free transaction, so any time a customer disagrees with the assessment of their device, we can return it free of charge as long as the offer is declined within the seven-day time frame. No customer is ever obligated to accept a revised offer. Since [redacted] accepted the revised offer, the phone has been refurbished and moved to another facility and/ or sold, so we are unable to reinspect it or return it. Our inspectors are professionals with years of experience in this industry. I can assure you that our goal is to pay the full quoted amount for every device received. In fact, the vast majority of customers are paid exactly what was quoted. We pride ourselves on providing a stellar customer experience from start to finish, and I am sorry that we failed to deliver that in this case. I would like to offer [redacted] a one-time courtesy payment of the difference of $38.14 to settle this matter. I will submit the request to our Finance department right away. Please let me know if you have any questions.Best,HeatherDirector of Customer ExperienceuSell

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

Per this businesses advice, I went back to [redacted] (again). They are unwilling to help me as is USell. Both are pointing fingers at the other and continue to tell me to check with the other business. All I want is my measly $63.00 and I can't believe the terrible runaround they are putting me through to get it. That's all I want[redacted]###-###-####Meredith ###-###-####We spoke with Meredith. She confirmed once more that the account the original check was issued on is no longer accessible. She said she will not re-issue another check to replace it.
 
 
 
 
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 that [redacted] was so disappointed with his experience with us. I reviewed the account and history of correspondence exchanged with our support staff. [redacted] created an order to sell an iPhone 5 16GB in...

good condition for $83.64. However, our inspectors noted that the LCD had a yellow border around the display and that the body of the device was not original, so a revised offer of $45.50 was sent to [redacted] on October [redacted]. He accepted it that same day, then complained to our support staff about the inspection results. Our support staff did ask the inspection team to double check the item and the findings were the same. We are proud to provide a risk-free transaction, so any time a customer disagrees with the assessment of their device, we can return it free of charge as long as the offer is declined within the seven-day time frame. No customer is ever obligated to accept a revised offer. Since [redacted] accepted the revised offer, the phone has been refurbished and moved to another facility and/ or sold, so we are unable to reinspect it or return it. Our inspectors are professionals with years of experience in this industry. I can assure you that our goal is to pay the full quoted amount for every device received. In fact, the vast majority of customers are paid exactly what was quoted. We pride ourselves on providing a stellar customer experience from start to finish, and I am sorry that we failed to deliver that in this case. I would like to offer [redacted] a one-time courtesy payment of the difference of $38.14 to settle this matter. I will submit the request to our Finance department right away. 
Please let me know if you have any questions.
Best,
Heather
Director of Customer Experience
uSell

Hello [redacted], I am so sorry to hear about the trouble you had with your payment from Guzu. I see that Guzu, one of the professional buyers in our marketplace issued your check on November **, 2014. They did have an incident of fraud on their bank account which meant they had to close that account...

and open a new one. They assured uSell that they were proactively handling any checks that may have been affected, so I am terribly sorry that they did not handle yours as they should have. I have escalated this to their management with extreme urgency to make sure they reissue your check along with reimbursement for the bank fee you incurred. In your complaint you mentioned trying to reach uSell via email or phone, but I could not find any record of contact from you using the email address on your order. Were you trying to contact Guzu directly? I can assure you that you have not been scammed. This has just been a very unfortunate series of events that we are working with Guzu to rectify as quickly as possible. I will let you know as soon as your reimbursement has been issued by your buyer. Thank you for your patience and understanding. Please let me know if you need anything else in the meantime. Best,[redacted]

Hello, I am pleased to inform you that the buyer, SellAtlas was able to locate [redacted]'s phone, so they returned it to him on 10**/14. The USPS tracking [redacted] shows it was delivered yesterday. I truly hope this resolves [redacted]'s complaint. If there is anything else I can do at this time, please let me know. 
Best,
[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:

[Your Answer Here]
  Their self serving explanation as to why they could not have received my iPhone is absurd. I sent them the phone in the packaging and return address that they forwarded to me. They returned to me a phone they claim is the one I sent. If their quality control is so exact, how is it that I did not receive the phone that I sent them.  They acknowledge the phone  I sent to them was a [redacted] phone. I agree to a three-way conversation with them regarding the phone in question.  The sooner the better. .  I have provided my cell phone number to them in a direct reply to their email to me. If it is determined that the phone they returned to me has never been owned by me then the issue should be resolved and I should receive my just compensati. If there is a question of dishonesty regarding this device, I feel that it lies on there end.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,   It has been brought to my attention that this...

complaint was not resolved and I do apologize. I have reached out to [redacted] from [redacted] to find out if he still has the phone that was returned to him. I am awaiting his response at this time. I look forward to resolving this complaint and will notify the Revdex.com once we have reached a resolution.    Best,
 
Heather R[redacted] Director of Customer Experience[redacted]

Hello, I'm sorry to hear you had such a frustrating experience selling your phone through our service. I checked our records and I do see that our team has responded to your support requests, but for some reason, it looks like they were not delivered. Unfortunately, we cannot guarantee the return of...

SIM cards or other accessories, because they are separated from the device and discarded or destroyed upon receipt. Destroying the SIM card is an added security measure to protect any private information that may be on there. Our shipping instructions advise against including any accessories other than any that are specifically requested. [redacted] should be able to obtain a new SIM card from [redacted] for little to no cost. Again, our apologies for any frustration or disappointment that was caused. Best,[redacted]uSell

Hello, thank you for the opportunity to respond to this complaint. I reviewed [redacted]'s account and I see that he created an order to sell an iPod Nano 6th Generation for $20.52. However, our inspectors noted that the power button was bad, which constitutes a "minor damage" downgrade. A revised...

offer notification was sent to the email address on the order: [redacted] on 4/**/15 and a reminder was sent three days later. In all, we allow seven days for a response, wherein the customer can accept the revised offer and be paid, or decline the offer and have the device returned free of charge. [redacted] did not respond to the notifications, so the acceptance period expired, and the payment of $3.80 was issued automatically on May 5, 2015. WE do understand how disappointing it can be to receive a revised offer for a device; however, this order was processed exactly according to our Terms of Service, to which [redacted] agreed by placing his order. That said, I will request a one-time courtesy payment of $20.52 from our Finance department as soon as the voided check for $3.80 is received at our office. If there is anything else I can do in the meantime, please let me know. Best,[redacted]
[redacted]uSell