BuyBackTronics.com

Hey Lisa, This matter is actively being reviewed, and you will hear directly from our team with an update. Best, Ian Customer Success | BuyBackTronics.com

Hi, We're sorry to hear about your experience. Unfortunately, we're unable to identify your Trade-in based on an anonymous review, and the timeline you've described doesn't appear to match any unresolved returns we currently have. We'd genuinely like the opportunity to look into this for you. Please reach out to us with your Trade-in number. Best, Ian Customer Success | BuyBackTronics.com

Hey Robert, Thank you for taking the time to share your feedback, although I'm disappointed we weren't able to meet expectations on your very first Trade-in with us. After reviewing your Trade-in, including the receiving footage, inspection notes, supervisor photos, and our correspondence, there were two separate issues identified during the evaluation. The iPhone 13 Pro Max was adjusted from Good to Fair condition, resulting in a $5 amendment in accordance with our published condition guidelines. The Samsung phone was submitted as an S23 Ultra. During inspection, however, it was identified as an S22 Ultra. It was also found to have a crack around the rear camera lens, which was visible in both the receiving footage and the supervisor photos we provided. After we shared the supporting documentation, you requested that we return the iPhone, which we were happy to do. While the Samsung took longer than either of us would have liked to resolve, I'm pleased we were ultimately able to reach a resolution. We understand that amended offers can be frustrating, which is why we thoroughly document our evaluations and provide photographs and receiving footage whenever questions arise. Our goal is to ensure every Trade-in is assessed fairly in the condition it is received while giving customers complete transparency and control throughout the process. I genuinely appreciate you giving BuyBackTronics.com the opportunity, even though this experience didn't end the way either of us had hoped. If you have any further questions, we're always happy to help. Best, Ian Customer Success | BuyBackTronics.com

Hey there, Thank you for taking the time to leave your feedback. I'd like to provide some additional context. Unfortunately, I was unable to locate your Trade-in using the provided. However, based on your review, it appears the amended offer related to the device remaining under an active finance plan. While I certainly understand your disappointment, a financed device simply cannot carry the same Trade-in value as an otherwise identical device that is fully paid off. We make every effort to disclose this before a device is ever shipped. During checkout, every condition category on our website states that devices should be free of financial obligations or contracts. In addition, when selecting a carrier, customers are also presented with a tooltip referencing financed devices. You are welcome to revisit the website to confirm this. Although you chose not to proceed with the amended offer, your device was promptly returned without hassle. While devices with active financial obligations would not typically qualify for a free courtesy return, we elected to return your device at no cost as a gesture of goodwill for your first Trade-in with us. The three day response window is simply in place to keep Trade-ins moving efficiently through our system while awaiting a customer's decision. It is not intended to pressure customers into accepting an amended offer. Should you wish to discuss your Trade-in further, please email [email protected] and ask for me directly. I would be more than happy to review everything with you personally. Best, Ian Customer Success | BuyBackTronics.com

Hey Kim, After reviewing your Trade-in, I wanted to provide a little more context regarding the amended offer. Your Google Pixel 7 was submitted at checkout in Flawless condition. During inspection, however, the device was found to have heavy screen burn-in and was also missing its SIM tray. While a Google Pixel 7 in Flawless condition (Verizon Locked) carried a maximum Trade-in value of approximately $70, once the deductions for the documented screen burn-in and missing SIM tray were applied, the device unfortunately no longer held sufficient residual value for us to make an offer. I appreciate that customers may not always notice every cosmetic or functional imperfection during normal day to day use. However, before we resell a device, we have a responsibility to accurately represent its condition to the next customer. A supervisor also reviewed the Trade-in and provided photo documentation supporting the amended offer. As mentioned during the Trade-in process and in our emails, amended offers come with no obligation. Although we were unable to make an offer in this instance, your Google Pixel 7 was returned to you free of charge as a courtesy. We continue to strive to provide a fair, consistent, predictable, and transparent service where customers remain in control of their decisions throughout the entire Trade-in process. Should you have any further questions, please feel free to reach out to me directly at [email protected]. I would be happy to assist. Best, Ian Customer Success | BuyBackTronics.com