Gazelle’s earns a 2.3-star rating from 9 reviews and 43 complaints, showing that the majority of electronics sellers are somewhat dissatisfied with trade-in process.
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Replied
These people promised me a price and then when I delivered as promised, they lowered the price
These people promised me a price and then when I delivered as promised, they lowered the price. I refused and they did it anyway. They cannot be trusted. Don't do business with them.
The complaint has been investigated and resolved to the customer's satisfaction.
I am sorry to hear that our evaluation of the condition of your item is different than how you described in on the website. We try to make the site as easy as possible and to help you reach the same evaluation of the condition as we would. It appears that this was not the case for you. We would love to talk to you about your concerns and we would be happy to have your item evaluated again by a supervisor. If you can contact us by either live chat, or email so that we can obtain your order information. We are available Monday - Friday from 9am -10pm EST, and Weekends from 12-m - 8pm EST.
If you would like for me to personally handle this request please feel free to ask for me personally.
I look forward to speaking with you about this disagreement.
Patricia Bertrand
Sr. Manager, Customer Care
Replied
Bad place to sell cameras
It's a rip-off. Gazelle.com quotes high so people send it their stuff. I was quoted $224, they offered $50 once they had the camera. I was quoted $445, you offered $100. People have already sent in their stuff so they are willing to take ridiculously low offers. I sent in many extras (lith-ion batteries, tapes, remotes, chargers) and got no credit but they took $300 off because my Canon XL-1 was missing a cheapo microphone- no one uses that mic because it ***! Nor I was given the option of sending the mic in. I love the idea of Gazelle from a recycling standpoint and after dealing with Jose I now hate Gazelle. If you want a decent price then stay away, people.
The complaint has been investigated and resolved to the customer's satisfaction.
I am glad that I was able to help you resolve the issue with your camcorders. The check for the $49.00 is being processed and will be in the mail by Friday. I am sorry that you have decided not to sell you XL1 Camcorder. If you change your mind and want to take me up on our offer to accept the camcorder with all of the accessories (including the mic) please reach out to me. I can honor the original quote for the next 15 days.
Thank you
Patricia Bertrand
Sr Manager, Customer Care
www.gazelle.com
I have done further research and I believe that I have located your transaction information. I would be happy to review this with you. I will be reaching out to you through the email address you provided us on your account.
ON the Canon XL1 camcorder I was not able to find any communication showing that you actually had the mic for the camcorder, typically when someone forgets to include part of an item in the shipment and they reach out to customer care we help them put the transaction into a pending status to allow the missing part to arrive. I would be happy to accept the camcorder back with all of the items included this time if you would like to complete the transaction.
On your other 3 camcorders:
1. I do see that we changed the price on one by $49.00 due to missing items that we were told would be included. I am going to authorize that we go ahead and send you a check for this difference, since I do see that you contacted us about this, and the customer care rep that responded to your email missed this fact when he was responding to you. I am very sorry that this happened, and I can assure you I am addressing this with the team, as we expect our service to be much better than you received on this particular transaction.
2. the second camcorder you had stated that this was in good condition on your quote online, however this camcorder was found to have cracks in the casing, unfortunately when the casing is cracked on an electronic item this automatically classifies the physical condition on the item as poor condition. We don't like to change values on quotes customer receive, but unfortunately there was no way that we could purchase this camcorder as a good condition item with these cracks.
3. The last camcorder we actually found that this one would record sound but not video when we tested it. This indicates that one of the internal sensors are no longer functioning. As a result this had to be listed as a non-functioning camcorder rather one that was fully functioning. this is why the value was mostly removed.
If you do not receive my direct email, please email me at customercare@gazelle.com, and place Complaints board in the subject line.
Thank you
Patricia Bertrand
Sr. Manager, Customer Care
www.gazelle.com
I am sorry to hear that your not satisfied with your experience with our service. I am the Customer Care manager and I would like to look into the circumstances behind your change in value. We do not actually like it when we have to revise a quote. This happens because the item we receive is actually not in the same condition or the same model that the original quote was completed on. We have customer care available 7 days a week and we are very happy to answer questions and to double check any inspection if there is a question. Also if you did have a missing piece of an item, and you contact customer care we are happy to hold the process on the trade to allow you time to send in the missing piece.
I would like to check and make sure that when you received the revised offer, our customer care team looked into this correctly for you. If you could email customercare@gazelle.com with your order information and please put Complaints board in the subject line so that I can identify your email. I will be happy to respond back to you on this issue.
I look forward to addressing this issue for you.
Thank you
Patricia Bertrand
Sr. Manager, Customer Care
www.gazelle.com
Replied
Don't send anything to this company
When you send your electronics in for a program which buys your used Electronics they give you a quote before you send. Well I sent everything necessary to get this full price and then after they receive my equipment they claim things were missing and the quality was not correct and reduce your price. This is just a scam to get you to use their site and once they get your stuff they can claim anything. Don't send anything to this company. Their are plenty of other companies available.
The complaint has been investigated and resolved to the customer's satisfaction.
Thank you for your comment, I am sorry to hear that you had this experience. We have been working with our local post office about this issue. We do not receive deliveries on Saturday's so recently the post office has been using a status saying that we are closed. Then they delivery the item to us on Monday morning. We have been attempting to get the post office to stop using this confusing message, however we have been unsuccessful in doing so. Customer care is available 7 days a week to answer any questions. If you would like to email or come to chat we would be happy to provide you an update on your transaction.
We are happy that you are satisfied with the resolution. We are always here to help. Should you or anyone have any concerns please feel free to contact us at customercare@gazelle.com or via Live Chat available at www.gazelle.com Monday through Friday from 9:00 AM to 10:00 PM EST and Saturdays and Sundays from 12 noon to 8:00 PM EST.
Sincerely,
Gazelle's Customer Care
Cordially,
Gazelle's Customer Care
I am sorry that you feel that you did not have a fair offer on your product. Since I don't have your real name or account information I could only speak about how our system is set up and what typically happens, however if you would like to contact us I would be happy to look into your exact transaction for you. When we receive an item into our warehouse we do inspect each item. If we find that the item is in better condition than what was on the original quote we will automatically pay out the higher price to you. If we determine that the items value is actually lower than what was originally quoted, we will send you an update email letting you know that the quote has changed, we will detail out why we feel that we needed to change the price, and what the new offer is. Then we give you 5 days to respond to this request. We do send out a reminder two days after the first email, then again two days later (so on day 3 and 5). If the item is not accepted at the end of the day on day 5 we will automatically accept the new offer and start processing of the payment to you. On top of the email notifications you can also log into your account on our website and check up on the status of your item. If the value changed you will also see the message here that it has changed and the message why it changed and instructions on how to proceed. Once an item has been accepted it moves to our sales team and the items are automatically listed for sale. At this point, there are times when the item could sell very quickly sometimes within a matter of minutes if it is an item in high demand. Once this happens there is no way for us to return the item. Our customer care team is available 7 days a week by either Live chat, or email support. We do not currently have a call center to support telephone inquiries, however we are expanding our customer care team and we will be adding this option very shortly. At this time, we are available Monday - Friday from 9am -10pm EST and Saturday and Sunday from 12pm - 8pm EST. Chat is available during all these hours, and emails are responded to within 24 hours or less.
If a customer has a question or concern about their inspection, our customer care team is happy to request that the inspector take another look at the item, or to ask that a supervisor inspect the item as well. On top of this we run a QA program to constantly monitor the inspections that are completed to make sure that every inspector is looking at the items in the correct way.
As for your estimation that 95% of our customers have new lower value, this could not be further from the truth. In reality more than 75% of our customers grade their items the same way that our inspectors do. The other 25%, are split between customers who we increase their value, and others who do receive a lower value. Now we are working very hard and with feedback from our customers we have made recent changes to our site, and we launched a new quote page which is helping reduce the % of customers who are experiencing a revision to their quote.
Gazelle has processed almost 400, 000 trades this year alone, and we want each of our customers to have a positive experience, and we are more than happy to speak with your further about your experience and evaluate our process to make sure that we do everything possible to make sure that you’re happy with our service. Feedback from our users have helped us bring our program to where we are today, and your continued feedback will help us continue to refine and improve our program.
Please feel free to reach out to me, or one of my Customer Care supervisors directly and we would be happy to discuss this with you further.
Thank you
Patricia Bertrand
Sr. Manager
Customer Care
www.gazelle.com
I know of a web site that does not scam. They compete with gazelle.com. They will give you better money for your iPhones, Androids and more. They are called Tronics Pay. Visit www.tronicspay.com
Cant believe it...sent them my Samsung 7 edge and got it back with a small crack on the back bottom corner. I heard about them on national TV so maybe the flood of phones to resell was too much?
Sent over 200 dollar s worth of phones and it has been 3 or 4 months and stihave not received payment for the phone's
I agree with everyone's comments but wish I read them before sending my like-new iPhone 5s. I have used this company before for a MacBook and was pleased with the response. But, this time I send in this phone which always had a screen protector and case on it from day one. I bubble wrapped it in the box they sent then lo' and behold they said it has scratches and noticeable wear. Not True! They downgraded the quote to $20 from $100. So I said to send it back. Let's see what returns. They probably played volleyball with it so I am sure it will come back damaged to justify what they said. Little do they know that I have pictures and will file charges if I don't receive the same device in the same condition. Two can play this game.
I sent in my phone and now the bank is telling me that it is fraudulent and reversed the payment from my account, please tell me what is going on with your compnay! Toni Richerson is the name and my email is ladilex51@veizon.net
Offered me 8...thats eight...dollars for a like new Ti-89 silver edition calculator...yeah right lol...they sell all day long on ebay for five to ten times as much. This company apprears to be nothing more than a bunch of crooks trying to rip people off...they need to stop.
I just received the mailing box from Gazelle but something told me to check the company out before proceeding with any business and I'm glad that I have.I'm apprehensive about sending your phone first and trusting complete strangers with nothing more than a promise that is not guaranteed. So I will decline from sending Gazelle my phone, I have three phones and about to have four. And wanted to let my Windows phone go but why be offered one price then wind up with a lesser price. It's bad enough that there is Christian organizations out there offering to send you $5, 000 dollars through Western union but wants you to send $250 for a so-called transfer fee. Too many scams out there along with rising homicide rate, all we can do is pray for everyone who is out to try gaming on people's trust.
They gave me more than the original quote when I sent them my imac.
I purchased the iPhone brand new and unlocked from an Apple store. I have always and only use T-Mobile as my provider. I've always used a screen protector and case and changed both often. I thoroughly inspected my phone for scratches as I prepared it for shipping. I followed Gazelle's instructions for erasing the memory. The phone worked perfectly and is completely scratch free. It looks brand new!
I was disappointed and lost faith with Gazelle when I received a reply that stated they were lowering their offer because it was locked with AT&T and had scratches. I'VE NEVER USED AT&T and the phone has NO scratches! What kind of scam is Gazelle running?
Gazelle sends checks that BOUNCE! I sent Gazelle my iPhone 4 and on 1/22/13 I was issued a check for $40.00. I deposited the check and 2 days later it was returned with the reason being, "REFER TO MAKER". I contacted Gazelle and 2 days later emailed this W. Ryan a copy of the returned check along with the fee that the bank charged ($6.00) in statement form. NO RESPONSE. I have had 4 online chats and I get the same response from all of them, "I will send a ticket to our finance dept to have your check reissued". This has been going on since 5/1 and now I am giving Gazelle a response, "If I do not receive confirmation by Monday, 5/13 by 5pm, central time that my $46.00 is on its way I will file charges against Gazelle on Tuesday morning for theft. I want my money or my iPhone returned". My SR # is [protected]. Issuing bad checks is against the law and I firmly believe that I am getting the run around and that this W Ryan is an imaginary person...
Nikolas Linton
Overview of Gazelle complaint handling
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Gazelle Contacts
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Gazelle phone numbers+1 (800) 429-3553+1 (800) 429-3553Click up if you have successfully reached Gazelle by calling +1 (800) 429-3553 phone number 0 0 users reported that they have successfully reached Gazelle by calling +1 (800) 429-3553 phone number Click down if you have unsuccessfully reached Gazelle by calling +1 (800) 429-3553 phone number 0 0 users reported that they have UNsuccessfully reached Gazelle by calling +1 (800) 429-3553 phone number
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Gazelle emailscustomercare@gazelle.com100%Confidence score: 100%Supportsupport@gazelle.com99%Confidence score: 99%supportwebmaster@gazelle.com99%Confidence score: 99%itpr@gazelle.com97%Confidence score: 97%communicationthehorn@gazelle.com95%Confidence score: 95%
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Gazelle address300 A Street, Boston, Massachusetts, 02210, United States
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Gazelle social media
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Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Gazelle contacts
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