ComplaintsforBuyBackTronics.com LLC

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a iPhone 13 Pro Max to ****************** to buy the phone was in great shape but they said it wasnt so I requested the phone back they said they would return it I have proof of this instead they got rid of my phone, I want my phone back I did not tell them to get rid of that phone, either they return my phone or I want ****** for it I can get that out of even on a trade back in they offered ****** for the phone, I would rather have the phone back I put down refund but Id rather have my iPhone pro max back, I did not give them permission to recycle my phone the replacement has to be the same as mine and in good shape

  

  Business response

  10/14/2024

  We sincerely appreciate the customer's feedback and are disappointed that we did not meet their expectations.
  
  The customer described their phone as an iPhone 13 Pro Max, Unlocked to work for any carrier, and in Flawless condition. However, upon inspection, we found that the device was an iPhone 13 Pro Max ****** to ************** and in Fair condition. Unfortunately, we do not purchase devices locked to **************, which is why we were unable to make an offer. Our website clearly lists the carriers we accept.
  

  We have since returned the device to the customer, and it can be tracked with the number **********************. If the customer requires any further assistance, we are more than happy to help.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Warning that this company is a scam do not do business with them!!!

  

  Business response

  10/13/2024

  We appreciate the customer's feedback and sincerely apologize for their experience with us. Our records indicate that we informed the customer via email that their iPhone 13 mini was locked to their iCloud account therefore could not purchase it unless the lock was removed. Attempts to remove their device from their iCloud account were unsuccessful, as such, we arranged for it to be returned.

  Regarding the customer's second device, our investigation revealed that the inspection error stemmed from a malfunction in our testing software, which has since been fixed and explained to the customer. 

  If the customer successfully removes the iCloud lock, we would be happy to facilitate a trade-in for that device in the future.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent a iPhone 15 Pro *** to BuyBackTronics in March expecting to get a $936 check in exchange for the device. I sent it via ***** with a prepaid shipping label provided by BBT. The day they received the box they claimed the phone was not in it but there was a 2nd charging cable (along with the charging cable and block that I provided) and they amended my quote to $0. There are only two possibilities I could think of. Someone with ***** stole it or BBT was scamming me. They did send a $100 insurance check (which did clear) after weeks of back and forth and told me they filed a claim with ***** for the rest of the money. They gave me the name of their ***** claims specialist, *************************. I asked if I could speak with her and they said they couldn't allow that to happen. I waited a few more weeks. I kept checking with them and they couldn't answer my questions which were all valid about the claim process which they would have known about if they had actually filed one and for any kind of update they had for me. They continued to give the run around. Finally in early May two months after initial contact, I call/email asking firmly for an update and they all of a sudden tell me ***** denied the initial request for the claim way back when and they refused to give a reason. They stop responding to me at this point. The phone customer service rep who knew all my details told me he had no information and that I had to keep emailing them but of course, nothing. I'm positive that BBT did receive the phone and just didn't want to pay me for it. They refused to help figure out what really happened and I was constantly given the run around. When I called ***** they gave me information that confirmed my belief that I had been scammed such as the timing of everything, the claims process and that there was no reason why ***** would deny my claim before even investigating it, if there was even one to begin with. Before I drag in lawyers, I'm hoping you can resolve this. Thanks!!

  Customer response

  06/13/2024

  Hello,

  I understand you have not received a response from BuyBackTronics in regards to my complaint. I'm not at all surprised to hear that. They stopped returning my emails and phone calls a while ago most likely due to the fact that they realized I had caught on to them trying to scam me.

  Is there any other way we can go about all of this or is attempting to contact them the only option as of now?

  Thanks,

  *****************************

  

  Business response

  06/24/2024

  Hello,
  
  We apologize for the frustration and inconvenience caused to the customer during this process. Please be assured that we have been diligently working with ***** on this matter, following up on several occasions and providing all necessary documents for their review. As it currently stands, we have supplied ********************** with a document at his request.
  
  If the customer requires any further assistance, we are available via our toll-free number at ************** or by email at ************************ We remain committed to offering any support needed to ensure this is resolved satisfactorily.

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had sent my iPhone 11 to buybacktronics back in dec2023. Dec20 2023 got email saying they needed me to disable a feature. That same day I disabled the feature and sent an email back saying I did what they asked. Didnt receive anything else from them. Feb 2024 I sent an email asking what the status was on my device. No response. May 2024 I called to find out what is going on or wasnt scammed. A gentleman answered phone ( no name given). Asked for my trade in. Gave him the number ******. He proceeds to tell me my iPhone went to recycle and that was it stating I never responded back. He claims an email was sent in Dec after I sent mine in Dec. never said what email was regarding. Never got an email from them. I said I have proof of all the emails he asked for me to email. No response saying thank you nothing. They kept my device and didnt pay me what they promised of $164. I would like the amount of my phone and time spent dealing with this foolishness

  

  Business response

  06/04/2024

  We understand the customer's frustration and sincerely apologize for any inconvenience caused.
  
  To clarify, we have attached screenshots of our replies to the customer's emails on December 20th, 2023, February 2nd, 2024, and May 9th 2024. Regrettably, we did not receive any responses to these communications.
  
  As outlined in our terms and conditions, "if we determine your device to have no commercial value and you do not respond to the amended quote within the three (3) day period, we will recycle your device, and no payment or return of the device will be offered."
  
  It seems that the customer may have an active email filter preventing them from receiving our email. We recommend the customer clear any email filters, contact us from a different email address, or call us at ************** so we can resolve this matter promptly.
  
  Thank you.

  Customer response

  06/07/2024

   
  Complaint: 21691586
  
  I am rejecting this response because:   The emails that they are claiming they sent isnt even my email that they previous sent me.  I have no filters or blocks.  As my emails show how they emailed me saying to reset phone and me responding back.    This is just another example of their many lies.   The correct email that they should have on file is ***********************
  
  Sincerely,
  
  *******************

  

  Business response

  06/18/2024

  As requested, the customer has been contacted via email: ************************************.
  
  While we recognize that the email on file is ************************ we had been responding to emails we were receiving from the customer alternative email which is ******************** For reasons beyond our control, our replies to ******************* were not reaching the customer.
  
  As of this response, our support team has addressed all of the customer's concerns.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave them a phone for trade in. I called and also gave them the correct address over the phone and email. They still lost my package. I want a replacement for an iPhone 15 pro *** as it was shipped by them to the **** in ******* instead of the *** in *******. They have caused monetary damages and emotional pain

  

  Business response

  02/19/2024

  We appreciate your feedback and apologize for any inconvenience caused. 
  
  Our records show that the customer's package was successfully delivered to the specified address at a *** Store in *******, **. According to **** Tracking number **********************, the latest update confirms that the item was received at the location on February 9, 2024, at 12:15 pm. Subsequently, we confirmed with the *** Store, and they informed us that the customer had picked up the package later that evening.
  
  Should the customer have any more questions or concerns, they are welcome to contact us by phone at ************** or via email at *****************************************.
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to sell my phone with this company but they offered a lower price than I was going to accept and now they are holding my phone hostage if I dont pay $20 for this company to return my phone. I would like my phone sent back at no charge to me.

  

  Business response

  02/04/2024

  Hello,

  We do not offer free return shipping on items that are discovered to be linked to a payment plan with a cellular carrier. Our website specifies that devices must be free of financial obligations, leases and contracts. In such scenarios, we would ask the customer to cover the return shipping.
  
  We appreciate the customer choosing to sell to us and welcome them to re-submit their trade-in as soon as they have fully paid off their device. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order #****** arrived on Dec 6th. Now on their website homepage it claims that payment is made the next business day but that's apparently false advertising. It's now the 13th and I haven't got any response about the inspection or what's going on. I'm now worried this is a scam. It even said next business day on the website I found this from (sellcell). I understand there is a $15 fee for fast processing but thay should be clearly stated on the homepage. And It should clearly state the actual amount of days for regular orders.

  

  Business response

  12/17/2023

  Hello and thank you for your feedback.
   
  We apologize for any confusion caused by our homepage. Rest assured that we are honest and transparent in our business practices and would be happy to provide more clarity here.
  
  Standard processing has and continues to be 3-5 business days. However, we do offer optional Expedited Processing at checkout that guarantees one business day turn around time. However, as of early December, due to a spike in trade-ins received this holiday season; for a temporary period; our standard processing time has moved to 5-7 business days.
  
  Device(s) still go through the standard waiting period as mentioned on our FAQ's > www.buybacktronics.com/faq > How does it work?. The only time we inspect and pay on the same day the item is received is when the "Expedited Processing" option is selected at checkout.
  
  Again, we appreciate the customers feedback and apologize for the confusion. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello,On October 15th, I sold my device to ************** with ORDER NUMBER: ******. After receiving my quote, ************** provided me with a ***** prepaid label for shipping my item to them. I shipped the item back to **************, and the tracking information confirms that the package was delivered on October 24th. Following the delivery confirmation, I reached out to ************** customer support to inquire about my orders status, but I received no response.Since that date, they have been ignoring my attempts to contact them.I am still awaiting my payment, and I selected ***************** with the insurance option, for which I paid $15 + $8. If they continue to ignore my requests, I am considering sending a demand letter to address this matter through legal means, as they have not fulfilled their promise. Please either send my payment or assist me in retrieving my device.

  

  Business response

  11/11/2023

  Hello and thank you for your feedback.
  

  Our email records show that the customer reached out to us via email on 10/30/23 @ 4:57PM EST. and was sent a response on 10/31/23 @ 9:03PM EST. Our customer service team is fairly quick and diligent with their response times. 
  
  We are waiting for a response from the ***** route manager regarding this situation as there is no physical sign of the package being delivered to us.
  
  Additionally, the signature of the person that signed for all our ***** packages on 10/24 is not the person that signed for the customer's package. Nobody with the first initial or last name; **************; works at our company. We have attached proof of delivery of the customer's package compared to a package from a separate customer delivered 3 minutes prior, both packages signed by two different individuals, one works for us, the other an unknown soul. Proof attached to this response. 

  Customer response

  11/14/2023

   
  Complaint: 20801936
  
  I am rejecting this response because:

  Im uncertain why the package was signed for by an unknown person, as you mentioned. The package was shipped using your prepaid ***** shipping label, which is unusual. I securely packaged the device with bubble wrap inside the box. Furthermore, when I submitted my device, I opted for shipping with insurance by paying an additional $8. Therefore, since your label was insured, if ***** misplaced the package or delivered it to the wrong address, youre responsible for recovering the package or reimbursing me. I hope this information clarifies things. Thank you.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/06/2023

  We have reached out to the customer directly for further details to initiate claim with ******

  Customer response

  12/06/2023

   
  Complaint: 20801936
  
  I am rejecting this response because:

  Thank you for your response. I have already shared the necessary information with you via email. Kindly check your mailbox at your earliest convenience. Thank you.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/17/2023

  We have been working with the ***** security and route manager to investigate this case.
  
  The investigation concluded that this was a case of an altered recipient address on our shipping label. The package was found to be a small empty envelop that was discarded by an employee at a nearby stop which the label was address to.
  
  At this current time, we have closed this case and can no longer proceed any further.

  Customer response

  12/19/2023

   
  Complaint: 20801936
  
  I am rejecting this response because:

  This is a false accusation, as I contacted ****** and they confirmed that it was indeed a package. Additionally, I sent you the **** of my device as you requested. Now, you are claiming that it was empty. Do you have any proof to support this? Whom can you trust? It seems like your company might be involved in fraudulent activities. Ive read numerous reviews about your company, and many customers have reported similar issues, labeling you as scammers. If you believe the package was lost, you previously offered me insurance, and thus, you are responsible for reimbursing me since I sent you my device. I intend to file a police report regarding my missing device. Furthermore, I will be sending you a demand letter for your business practices, which violate policies by not providing the reimbursement when required. Thank you.

  
  Sincerely,
  
  ***********************

  

  Business response

  01/18/2024

  Here's some info for BBB to review. Some information such as names have been blacked out to maintain privacy and confidentially of the individuals involved in the exchange.

  Attached is screenshot of correspondence with our Regional Account Manager, they work directly with route managers and the ***** security team to help businesses like ours investigate delivery issues. The conclusion was that this was an attempt to commit mail fraud.

  Additionally, ***** has also declined the claim that we filed for this package.

  

  Business response

  02/04/2024

  We had sent a message directly to BBB on 1/18/2024 with further details regarding this case. We look forward to BBB's review and response to that message. 

   

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent them to iPhone 13 pros in Christine condition. I have photos of both phones for proof. They are sending me a picture of a silver/gray phone with damage and telling me that that is one of the phones that I sent them but I sent them a black phone and a blue phone. I was told to provide the IMEI numbers for the phones I sent them. After providing those they are insisting that the damaged silver phone has one of those numbers. They are completely lying and I am getting nowhere with them. I have documentation from our cell phone provider that those numbers belong to a black phone and a blue phone, not a silver/gray one. The first photo is our phones that we sent them. I have photos of the phone that they said we sent them along with a copy of the email saying that the number matches.

  

  Business response

  11/06/2023

  Hello and thank you for your feedback.
  

  We are sorry to hear about the customer's experience with us. 

  Our records indicated that the phone was never claimed to be silver. Our reps simply provided images to show the wear and tear on the back of the iPhone that were disputed, however, the customer refused to believe it was theirs, claiming they did not send a Silver phone.

  Our reps further explained that due to bright lightning in our facility, the picture provided of the back of the iPhone appeared lighter due to the angle it was held and the reflection against the back glass of iPhone. Subsequent videos, along with proof of the IMEI were also provided to the customer showing the effect of holding the phone at different angles against bright light. The IMEI in the video matched the IMEI provided to us by the customer.

  We have attached proof of the same phone being held at different angles, appearing as two different shades due to the reflection of the ceiling lights at our facility.
  
  We have been in contact with the customer and have resolved this case. 

   

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  BuybackTronics is a real company. Their one call center agent is good. The process is simple and easy. On one of my trade-ins I had an issue and my device needed to be returned to me. So I PAID $20 to have my device mailed back. Which I had no problem doing. That’s done and as some time goes by I check in on the delivery and they told me it was delivered. Long story short I provided video footage of the carrier stopping and driving by twice. There’s no footage of the package going in my mailbox ! Some agents are known to stop by scan just to show it as delivered. I’m not saying that’s what happened I learned this information from other people with similar issues. Then they tried to tell me that there’s 20 second of the video was skipped. I screen recorded the video to show them that nothing was skipped or edited. They now flipped the switch and told me that there’s nothing else that they can do. What doesn’t make any since is why would you mail a valuable device back that doesn’t have any signature required! Then they used USPS to ship the package back. They aren’t as reliable as *** OR *****. I even showed them the reviews of the post office and how many people had this issue before ! They keep trying to tell me there’s nothing more that could be done ! They are responsible because why would you send a package of high value back without a signature! Please have someone reach out to me and help me with this. The desired settlement is a refund (Trade-in amount) or a replacement. +$20 paid for the return.

  

  Business response

  11/05/2023

  Thank you for your feedback and for your repeat business.

  We apologize for the issue the you have encountered with your missing package. Our claims department had filed a claim with USPS that was denied due to their investigation indicating successful delivery of package. Proof of denial has been attached.

  As far as reliability is concerned, this will be our first claim filed via USPS for 2023. They have been historically reliable for us.

  We suggest making a trip to your closest USPS location and ask to speak to the post master regarding this. If the mailman missed the delivery of the package and left it in their truck, the local post office can initiate a search through their lost/unclaimed goods section where the package could have ended up.

  

  Business response

  11/21/2023

  We thank the customer for their feedback.
  
  We reiterate that USPS has been historically reliable for us and we are saddened to hear that the customer has not had a similar experience with USPS. We have found no reason to switch carriers thus far.

  Due to the outcome of USPS's investigation, have reached out to the customer directly to offer other alternatives/resolutions.

  Customer response

  11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. We have an agreement and resolution. 
  
  Sincerely,
  
  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩