This company hides behind the fact there is NO phone number and an email that rarely gets a response back sooner than 3-4 DAYS. The "Chat" is trying to be called some cutesy name, but does NOT allow you to type until after a series of irrelevant questions, then, even though you are contacting them DURING the posted business hours, NO ONE IS AVAILABLE! IF you DO get someone, they continually copy and paste pre-printed responses, have NO CLUE what they are doing, their information does NOT match account information, you get "accidentally disconnected," and they will tell you ANYTHING to go to next person, offering NO COMPENSATION for ALL the time YOU HAVE TAKEN TO MAKE A FEW DOLLARS! BARELY offer a half-hearted "apology." And LIE! OH THE LIES! EVEN THOUGH IT CLEARLY STATES ON MY ACCT THAT ALL ITEMS WERE ACCOUNTED FOR AND THERE, Antoinette on chat stated that over 30 items were missing, which is BS! MY ORDER WAS JUST SITTING THERE FOR 2 WEEKS--Even though I put hand written notes in each box to PROCESS EVEN IF A COUPLE ITEMS WERE MISSING. A COUPLE! She stated I WOULD BE PD WITHIN 3 BUSINESS DAYS! I told her NO, I NEED PAID NOW. THEN--SHE SAID OK, 2, I TOLD HER NO! AFTER ALL I'VE BEEN THROUGH THE NEXT DAY. SHE (ANTOINETTE) SAID SHE COULD GET NEXT BUSINESS DAY WHICH IS WHAT SHOULD HAVE BEEN DONE IN FIRST PLACE! I reminded her it was a holiday and she said it would be in my account. I am SHOCKED--IT WAS NOT IN MY ACCOUNT!
Selling your items is easy. But then they mess it up, lie about it, say you are "missing items," but yet don't contact you and just let it sit, you TRY to contact them because it's taking so long to get paid--Direct Deposit, it goes back and forth that they received everything/no they didn't, you tell them MULTIPLE TIMES TO JUST PROCESS IT, they say they will but don't, so you attempt to contact over and over, but they are rarely available! Takes WEEKS TO GET PAID AND AMT IS ALMOST ALWAYS LOWER! It's been 3 WEEKS this time and $10 short! NO, I STILL HAVE NOT GOTTEN PAID!
PLEASE STAY AWAY FROM THIS COMPANY! I don't know how they are when it comes to tech products, but this is the THIRD TIME I'VE HAD THESE ISSUES. FIRST TIME: COUPLE YEARS AGO,
SECOND TIME: because I thought I'd give them another chance--HORRIBLE!
Month or Two Ago: Ok, ONE more time--NO ISSUES! GREAT! MAYBE THEY'VE STRAIGHTENED OUT?! THIRD TIME: THIS TIME-I AM CONTACTING THE BBB! DECLUTTR IS ELITE--AT BEING 1 OF THE 3 ABSOLUTELY WORST COMPANIES I'VE EVER HAD THE DISPLEASURE AND BAD LUCK OF COMING ACROSS AND BEING A CUSTOMER, ALBEIT VERY SHORT TERM!

I would warn anyone before using this company, but if you must, take multiple, dated photos before sending your item to them. It is likely they will claim your product is defective or damaged upon receipt, dramatically lowering their trade-in offer hoping you will agree and not want to mess with the hassle and increasing the profit they can make reselling your product. In addition to this site, please go to the BBB to read the complaints there before you send your product to them. You'll find their claim of BBB Accreditation on their site is misleading at best.

In summary, this company received my perfectly good MacBook, claimed it had "damaged casing" and when I questioned this as I knew the casing was not damaged when sent and asked for proof, it is my belief the purposely damaged the casing to justify their initial claim, photographed it, and after several rounds with their customer service personnel and through the BBB, they simply denied ever doing so.

A longer version of the story is that I received an offer from Decluttr, valuing my laptop's worth at $210. The laptop had no physical damage when shipped. Upon receipt, the offer was lowered to $21, with a vague claim of "casing damage." By email to customer service, I questioned this and requested photographic proof. Two days later I received a photo of clear damage to the casing that I know was not present when I shipped the laptop. They also stated the shipping box was in "good condition with no damage whatsoever or signs of having been tempered with during transit." I was also informed in this same email that, "under these circumstances I am afraid that no payment can be given for your item." I received the laptop back and inspected the damage myself, discovering that, oddly, the casing damage seems to have been inflicted from inside the casing, seemingly by some type of metal rod being inserted into the audio jack port and force-prying the casing up from inside. (see photo) Again, my claim is that this damage was not present when I shipped the laptop, and it could not have occurred in transit without the retail box also showing damage. Declutter agrees with me on that last point. Assuming I am being truthful, the only remaining explanation is that the damage occurred while in the hands of Decluttr staff, either intentionally or otherwise. I find it suspicious that they were willing to pay $21 for the laptop before I asked for proof of the damage, but then once they were forced to provide proof, they withdrew even that offer, knowing that they probably couldn't sell the laptop once they themselves inflicted the damage to support their claim of having received it damaged. I emailed customer service, asking them to honor our original agreement, owning their responsibility for damaging my laptop. They denied this, of course, holding all the cards in this case. I was foolish and didn't photograph the laptop before sending it to them. I urge anyone choosing to do business with this company to take multiple photos with proof if the date before sending it in to them. I encourage anyone how have fallen victim to Decluttr to file a complaint with the Federal Trade Commission. Hopefully, if enough of us do this, they will launch an investigation into Decluttr's practices.

Its a scam. They say a perfectly working Xbox has "non working ports". DO NOT TRUST THIS COMPANY...

Cleaning out a young adult's room at home after they moved out, I discovered 2 phones they were no longer using. With their permission, I powered them up, reset to factory settings to clear their personal data and sent them off to Decluttr with a total purchase offer of $115 for both phones. I figured this way they wouldn't end up in a landfill or sitting in a drawer forever, and he would get back a little bit of what he paid for the phones.

Decluttr tells you to ship in "any box you have available" via UPS. I took the phones to a UPS store in an open box because I didn't have bubble wrap and was going to have them pack them for me. I was informed that per FEDERAL LAW, cell phones containing batteries are a fire risk (true) and cannot be shipped in regular boxes - they have to have a protective box. So my "free" shipping cost me an additional $5 for the special box. Ok, fine - I'm ok with that.

Decluttr finally gets the box a week later, and starts processing the order. They review both phones, and inform me that the LCD screens are damaged and they cannot pay $115 - now one phone is worth $10 and the other is worth $1.50.
I powered up the phones at home to reset them to factory settings.
I powered them on again before shipping to ensure they were in good condition.
There was NOTHING WRONG with either phone when it was shipped. They were always kept in Otterbox cases when they were in use, and had screen protectors - there weren't even any scuffs or scratches to the screens.
Now, suddenly, they're defective? I'm not buying it. I watched the UPS staff package the phones up in bubble wrap, so there's no way they broke in shipment.

I sent an email off to Decluttr asking what was wrong with the LCDs, because their report just says they're damaged - not what is wrong with them. I went ahead and accepted their reduced offer for the phones, because at this point, I'm just tired of dealing with them and want to be done with this - I was trying to do someone a favor - I don't need to waste any more time arguing with Decluttr about the value of the phones. To this point, I have heard nothing from Decluttr.

DO NOT USE THIS SERVICE TO SELL YOUR DEVICES. THEY WILL FIND A WAY TO DEVALUE YOUR PHONE FROM THE ORIGINAL OFFER.

On July 5th, while sitting comfortably in my backyard on a seasonably sunny day, I ordered a copy of Mission Impossible 2: Original Soundtrack (2-disc limited edition) from Decluttr, using the Amazon.com marketplace. After reviewing the price and the cost of shipping, I paid the purchase price.
On July 8th, Decluttr shipped the item via DHL eCommerce shipping rate.
On July 15th, they transferred the item to the United States Post Office to be delivered to the address in question.
On July 15th, the item arrived in the afternoon at the address where it was received and reviewed.
On July 15th, the customer receives a copy of Metal Gear Solid: Greatest Hits, which is a video game for the Sony Playstation 1 video game console.
On July 15th, I reached out to Decluttr to ask for an explanation and I received this on July 16th:

"Thank you for your email regarding order: [redacted by me since this is an Amazon.com order number].

I am very sorry to hear that your item(s) were not suitable. We work hard to check all items before they are dispatched to ensure that only items that pass our quality standards are sent, but it would appear that this has not happened in this instance. Please accept our apologies.

We would ask that you return it to us, to the following address -"...
"We will refund the order and return postage costs upon the items arrival (please send standard delivery). Please keep hold of your receipt as proof of postage.

Please return the item(s) back to us within 30 days of notifying us of the issue, or if this has resolved itself, please let us know by responding to this email and we'll update the notes on your order.

Upon receipt of the item(s) we will issue a full refund, which should be seen in your account within 24 hours. Please enclose a print out of this email conversation to speed up the process. If this is not possible then a note with the order number and a reason for return would be fine."

As you can see in this example, the business has admitted failure to provide the correct item. They are complicit and have asked the customer to pay for postage to return the incorrectly offered item. In addition, they are asking the customer to use standard delivery shipping costs.

As we are in the midst of a pandemic, it hardly seems fair to ask a consumer, who was wronged by the merchant, to brave the lines for what amounts to $3.99 in postage.

As a remedy I offered to return the item with my return postage paid in full, if they shipped me the item I paid for. They refused this solution. I offered to consider it satisfactory customer service if they refunded my money in full, allowing me to keep the useless video game (as I do not own a compatible video game console). They refused. The only option that they are willing to accept, responding with a mostly 'canned' response, is to return the item via standard postage before they will retund my order.

Instead they responded with the following.

"Thank you for your email regarding order: [Amazon Order number redacted]"

"**I am very sorry to hear that your item(s) were not suitable. We work hard to check all items before they are dispatched to ensure that only items that pass our quality standards are sent, but it would appear that this has not happened in this instance. Please accept our apologies"

"We would ask that you return it to us, to the following address -**"...

As you can see in the response it is clear the customer service department is unwilling to go the extra mile to make things right. Instead Decluttr is more concerned with getting their mitakenly-issued item back. Also, they are less concerned with making this right by providing the item that was ordered, before requesting a return.

In short, Decluttr has demonstrated a lack of compassion, apology, or willingness to retain a customer. Instead they are more concerned with ensuring they can resell what was mistakenly sold.

I ordered a phone from them that was under warranty, the phone kept overheating after a few months of having it. They told me to send the phone in and they would see if they could fix it. They were unable to fix the phone and said they were processing a refund for the phone. I sent the phone back to them a month ago. 3 weeks and about 20 emails later, I still have not received the refund and every time they get back to me they tell me the refund is in process. It's been in process for almost a month! DO NOT BUY FROM HERE! I keep getting emails fromNtombifuthi, Anele Nyawuza, Samukelisiwe, Bilall, Kajal, Nombuso H, Angela that are basically like templates saying the same thing over and over again! Here's an example

Ntombifuthi (Decluttr Store) (I RECEIVED THIS SAME EXACT EMAIL ON JUNE 25TH!
25 Jun 2020, 08:15 BST

Hello Jen,

Thank you for your email.

I have just chased this up and it appears that the refund had got stuck during processing. I have just forced this through to completion. You should receive a notification shortly to confirm.

Please accept my apologies for the delay.

Ntombifuthi (Decluttr Store)
10 Jul 2020, 15:46 BST

Hello Jen,

Thank you for your email.

I have just chased this up and it appears that the refund had got stuck during processing. I have just forced this through to completion. You should receive a notification shortly to confirm.

Please accept my apologies for the delay.

Kind regards,
Ntombifuthi
Customer Services

Please think hard before you use decluttr and check the reviews like I wish i had
I had a storage locker to clear out of deceased family members items
I needed the cash to help pay overdue costs and funeral expenses
As i found suitable stuff I scanned it and boxed it and sent in the boxes day after day
A month later you realise you havent received a check - but your parcel has been 'received'
Confused I emailed them - and several times have got EXACTLY the same template message
This is cut from the response

Thank you for your email.
Looking into this, I can see that the following item has been flagged as not received
[] Rawsthorn, Alice - Hello World: where Design Meets Life ($2.00)
Please confirm whether this was sent.
Kind regards
Chris
Customer Services

So here's what they do - you send them your stuff and they mark it as received - but they don't pay out
They then use your stuff to sell / re-sell / whatever and hope you forget about it
Then when you contact them they say either
- we haven't received your order
- pieces you say were in your order weren't there
- we'll pay you less than we said we would pay you when you made a submission
Note that they DON'T EVER contact you and say 'Hey... ummm... some of your stuff wasn't in the box?'
And of course it's total BS because the stuff was all in the box.
I'm kind of thinking about videoing myself putting everything in the box, taping it shut and sending it so i can tell them I have proff i sent it - but who has that kind of time?
Just DON'T BOTHER using them. You can do more good by donating to a charity - especially post-covid when many charities and their staff and customers will be struggling.

Ship a phone they claim it fake and keeping it, with no return calls from customer service. Ship a phone they claim it fake and keeping it, with no return calls from customer service. Ship a phone they claim it fake and keeping it, with no return calls from customer service. Ship a phone they claim it fake and keeping it, with no return calls from customer service

My family trusted Decluttr and lost $200. Decluttr sent us a defective phone, then accused us of fraud when we tried to return it. And all this through the soul-sucking tedium of email-only communication -- no live human to reason with! If you're looking for a refurbished phone, heed the many anguished reviews like this one and go elsewhere. I wish I'd done the same.

The short version of our story:
----------------------------------------
We ordered an iPhone from Decluttr as a Christmas gift for my oldest daughter, but soon after opening it she discovered it would not accept a SIM card. We reported this immediately to Decluttr and returned the phone on December 28th. My entire family (five of us) witnessed all of this, and the phone never left our house while in our care.

Almost two weeks later (!) came Decluttr's emailed reply, refusing a refund because "the IMEI/serial number don't match what we recorded". In the many exchanges since then, Decluttr hasn't budged from this refrain, failing to acknowledge even the possibility of a mistake at their end.

In a little more detail:
----------------------------
The phone seemed fine at first: a silver iPhone 6s in good physical condition, as expected. When we encountered difficulties with the SIM card, I assumed good-naturedly that Decluttr had made an honest mistake, remedied easily enough with a friendly e-mail. Decluttr emailed a return label on December 27th and by the next day we'd returned the device.

On January 10, Decluttr e-mailed to say "Unfortunately the phone that was returned is different from the one originally purchased. The IMEIs/Serial No. Do not match."

Puzzled -- and sure in the knowledge that we'd returned the only device we'd had (!) -- my first impulse was to_help_ Decluttr with what was clearly a mix-up at their end. To that end I shared photographs we'd taken of the device showing its IMEI, suggesting politely that perhaps there had been a mix-up with a physically identical device.

All to no avail. In exchange after exchange, Decluttr stubbornly reasons that because the IMEI doesn't match what they recorded, we must have returned a different device. We're certain of a different mismatch: Decluttr simply recorded the wrong IMEI.

In short: Decluttr insists that their system is infallible. A survey of other customer reviews will swiftly disabuse anyone of any such notion!

Whether they are dishonest or incompetent, do not trust Decluttr. Do not endure the psychic torment of waiting weeks for a reply. There are reputable vendors out there -- read the reviews, and ensure there's a phone number for speaking to a live human.

Decluttr determined my item was not as described, then failed to ship it back and will only let me claim the amount of the item as they described it. On April 29th, I sent a 5th Generation iPod Touch to Decluttr. It was in good condition and had an offer price of $41. They followed up a few weeks later, stating that it was not in good condition, and offered me $2.60 or they would return it to me. I did not believe it was not in good condition, so I requested they return it. On July 13th, I emailed Decluttr that I had not yet received my iPod. They replied, "Please accept our apologies. Contact your Post Office and have them trace this package. Tracking shows this is at your post office, *********************." I looked up the tracking information, and it shows: Tracking Number: ********************* The U.S. Postal Service was electronically notified by the shipper on May 16,2019 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date. Delivery status information will be provided if/when available. Status Pre-Shipment May 16,2019 Pre-Shipment Info Sent to USPS, USPS Awaiting Item I sent this information to them, and they replied, "Have you tracked this on UPS? We give it to UPS then they give it to USPS and that where you package is." I let them know they never gave me UPS tracking information and asked for it. They did not give it to me, and instead sent me a claim form to fill out for a $2.60 claim. The claim form asks "Have you checked for notice of attempted delivery?" To which I will remind them that USPS shows they never received it. It asks, "Have you checked with neighbors that they have not accepted receipt of delivery in place of the intended recipient?" To which I state no, as USPS shows they never received it. It asks, "Have you contacted the carrier about this loss?" To which I state no, as USPS shows they never received it. I also refuse to fill out a claim form for $2.60 when my item was worth $41.