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I went thru the Decluttr App, rated my phone as Poor after reaching out to Customer serv and they concurred that was the correct condition. Mailed in my phone. Then recvd a counter offer stating that I had sent the phone in as Good condition but it was Poor. When I pointed out that I indeed did send it in as Poor there was no reply for days. (I also sent in screenshots proving price promised was for Poor condition and sent it in as Poor)
Now they are finally emailing me back stating now condition as Faulty. Clearly they messed up with their offer and instead of being transparent they are scurrying to cover it up. Stay far away from this company and use Gazelle.
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Keep all your communications and documentation handy and follow up with Decluttr, insisting on a clear explanation for the change in phone condition assessment. If they continue to be unresponsive or the issue isn't resolved, consider escalating to a higher authority within the company. It might also be helpful to explore other selling options like Gazelle, as you mentioned, for future transactions.