Complaint Review: Decluttr

Decluttr allows their employees to ripoff customers at will. Do not do business with Decluttr or you may be ripped off too. Please share this story with everyone you know so they don't get ripped off too.

I've been selling off my CD collection and sent CDs to Decluttr in 12 separate orders over the past few months. I've had issues with a couple previous orders where they stated that there were a total of 4 CDs that were "NOT SENT" across 2 separate orders.

In my most recent (and final) order that I sent, they claimed that there were 7 CDs that were "NOT SENT". Because of the issues with previous orders I've been very diligent with packing orders to them. They create a pack slip to be included in the order, so I sort the CDs in the box so that they are in the same order as listed on the pack slip. Because of this even a child could easily determine that every CD is present and accounted for. I also take a picture of the CDs in the box before sealing the box so that I have evidence that all CDs are included in the box.

I emailed their customer service last Monday about this order (including the picture showing the "missing" CDs in the box) and they never responded. I emailed them again on Saturday and they blew me off. The email chain is included below along with the photographic evidence supporting my claim (the picture showing all CDs in the box along with a cropped version of the picture with the "missing" CDs circled in red).

Some interesting statistics on the CDs that they had issues with. Across the 12 orders I sent a total of 811 CDs from 340 different artists. Yet they claim that there were 3 Deep Purple CDs that were missing across 2 orders, along with 2 Billy Squier CDs and 2 Bruce Dickinson CDs. It seems reasonable to assume that the employee that checked in these orders was a fan of Deep Purple, Billy Squire, and Bruce Dickinson and stole these CDs.

Do not do business with these thieves. I will provide updates here if I ever hear anything more from them regarding this issue.

Email thread:

To:
Decluttr

Mar 24 at 2:15 PM

Zodiah (or hopefully someone with more authority),

Apparently you don't understand English very well. In your response you said "Thank you for your question, we apologize, unfortunately once the order is completed in the system, it will not let you add or delete items from it."

Nowhere in any of the previous emails did I ask about adding or deleting items from an order.

Also you said "By accepting the payment after we have notified you of the missing items, we have accepted your order as is and processed a payment without them."

I did NOT accept payment after you notified me of missing items. I received an email from you that stated "We've paid $80.26 for order 701555 by direct deposit.". That same email stated "Unfortunately, the value of your order has changed due to some items being rejected. To find out more about the rejections in your order, please sign into your account."

Anyone who understands English would agree that that email informed me of missing items AFTER you sent payment via direct deposit. There is no way that I'm aware of that I can refuse a direct deposit, so your policy as stated by you is designed to ripoff the customer.

You're about to become very infamous.

On Saturday, March 23, 2019, 3:12:06 PM EDT, Decluttr <inquiries@decluttr.com> wrote:

Hello,

Regarding your order 701555

Thank you for your question, we apologize, unfortunately once the order is completed in the system, it will not let you add or delete items from it.
By accepting the payment after we have notified you of the missing items, we have accepted your order as is and processed a payment without them.
We apologize for the inconvenience. 
..
​
Regards

Zodiah
Customer Services
decluttr

On Sat, 23 Mar at 10:14 AM , wrote:

Why has no one responded to my email from 5 days ago? Your website says that you will respond within 24 hours. When a customer sends an email with an issue, it needs to be addressed. My patience is wearing very thin...

On Monday, March 18, 2019, 1:02:33 PM EDT, wrote:

I have a serious problem with what has happened with this order. After having issues with previous orders I am very careful with checking my CDs to ensure they have a good barcode and ensure that none are missing. I take pictures of the CDs in the box before sealing it shut. I even put them in the same order as the packing slip (except for swapping the order of the first 2 so that the Anathema CD would not be unprotected on the outside edge of the box). I do this so that you can't accidentally miss accounting for any.

On this order (701555) it states the following issues on your site:

Anathema - Weather Systems
$0
PROMOTIONAL / NO BARCODE
Asia - Aria
$0
ITEM NOT SENT
Cryptic Vision - Live At ROSFest
$0
ITEM NOT SENT
CYGNUS & THE SEA MONSTERS - One Night in
$0
ITEM NOT SENT
Dec Burke - Destroy All Monsters
$0
ITEM NOT SENT
Deep Purple - Made in Europe
$0
ITEM NOT SENT
DEEP PURPLE - Nobodys Perfect
$0
ITEM NOT SENT
Downes - Acoustic TV
$0
ITEM NOT SENT

Morse, Neal - Secret Place
$0
PROMOTIONAL / NO BARCODE

Attached to this email is a picture of the CDs in the box. I am 100% certain that the Anathema and Neal Morse CDs are NOT promotional and have valid barcodes. The Anathema CD was released in a cardboard case instead of a jewel case. You can clearly see that the 7 CDs that are supposedly "not sent" are included in the box. You can zoom in on the picture and clearly read the titles on every CD.

I can only think of 2 reasons why 7 CDs were marked as not sent. Either the person doing the checking stole them, or they are totally incompetent. Either way they should not be responsible for inventorying incoming orders. I'm sick of getting ripped off like this. Unless this issue is addressed, I'll be sure to let everyone online know how you treat your customers.