Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Sell Your Mac (SYM) to have them purchase my computer. I received an offer/quote for $825 . They sent instructions, and a shipping label. I needed a custom box from another supplier to ship. When box came, there was another shipping label in case the item is lost. Unfortunately the wrong label went on the carton shipped to SYM and the computer went back to the box company. Simple error. I contacted the box company explained the issue immediately sent the box out to SYM, providing me tracking, proof of pick up, proof of delivery, all of which I have, pictures as it was scanned and sent out. I was very comfortable with the resolution. I reached out to SYM when package was delivered, SYM Informed me, since I didn't use THEIR label they can't track it. I explained what happened and that I had proof of delivery, and a signature of the intake person at SYM. It is at this point the run around began. They kept repeating the same thing about "Their tracking number", etc as if reading from a script. I sent in all the tracking documentation, photos, signatures of their employee. The box company offered to get involved to explain and verify with them. I continued to receive the same illogical answer. I told them regardless of "THEIR tracking number" I provided them one and the item was delivered. It doesn't matter HOW it got there, it did, I have ALL documentation. I asked them to either honor the $825 agreement or send back my property and I will find another merchant. I am a Graphic Designer and need that computer to do my job. I was selling it to purchase updated equipment, I have nothing now. They apologized for the "unfortunate circumstances" and ended the discussion. I found their parent company , ***** ***** ********* ***** receiving the same. This company has an annual revenue of $580 Million, I am no match and am at a loss. They All seemed fine, but I began to uncover buyer beware reports about them. I feel violated, like the "bully stole my lunch money"

  

  Business Response

  Date: 03/04/2025

  Thank you for your email. Unfortunately, despite what UPS tracking shows, this package was never delivered to our facility and the device was not received.  UPS tracking sometimes marks packages as delivered by mistake, and unfortunately, this is what has occurred. Below is a detailed account of the events that have occurred according to all parties.
  
  11/1/2024: Customer obtained a quote on sellyourmac.com to sell a *** **** *** with Serial Number ************ along with wireless keyboard, wireless mouse and power cord, weighing approximately 24 lbs and was emailed a confirmation email and a prepaid UPS return shipping label to send in the device to SellYourMac - UPS Tracking number ******************.  SYM emailed customer to ask if they had an *** ***** box to ship the device in. The customer confirmed that they had purchased an *** box to ship it with.
  
  12/19/2024: Customer emails SYM to ask for a status update.  SYM communicates that we have not received the device and that the tracking number ****************** for the PrePaid UPS label that was provided to the customer by SYM shows no movement and has not been used.
  
  12/19/2024: Customer provides SYM a screenshot of a different tracking number (******************) and delivery information showing that a shipment was delivered to SYM's location on 11/26/2024.  The tracking number is not an SYM generated tracking number from SYM's account and did not originate from the Customer’s location of ***** ********. It originated from **********.
  
  1/3/2024: Customer follows up and sends email to SYM asking for an update.
  
  1/8/2024: SYM communicates to the customer that we have not received a package with that tracking number and that we did not receive an **** *** with the Serial Number ************.  SYM Checked all inventory records for that serial number and it was not received in our database.  SYM also physically checked all **** **** that are in house and none of them matched the serial number for the original quote - ************.  SYM also saves all shipping labels from all packages that are received.  SYM manually looked through every label received from the day UPS’s website shows tracking number ****************** was delivered (11/26/2024) and SYM does not have a label that matches the tracking number that was provided to SYM by the customer.  Due to this, SYM reached out to SYM's UPS Rep and started an investigation. SYM emailed the customer and let them know we would be reaching out to our UPS Rep and having UPS investigate and would reach back out once the investigation was complete.  SYM also asked the customer what UPS store they purchased the shipping label from, and where the device was dropped off/shipped from? SYM also requested a copy of the UPS receipt or a drop off receipt from the location where the package was dropped off.
  
  1/9/2024: Customer responded and stated that the UPS delivery logs for this tracking number show online that a package was delivered and signed for and sent a screenshot of the tracking number again.  Customer also stated that a “"copy of the receipt or a drop off receipt from the location where the package was dropped off" is moot because that transaction was between myself and the shipper and the package WAS shipped, DELIVERED and SIGNED FOR.”  Then also stated: "The initial issue was, my mail room affixed the wrong label to my box and it was accidentally sent to a supplier of mine who immediately notified me and sent the package back out.” Again, the correct SYM-provided, prepaid UPS shipping label was not used to ship the device to SYM.  The customer did not provide any information about where the UPS shipping label was purchased from or the location where the package was dropped off or shipped from.  The customer did not provide a UPS receipt showing the purchase of shipping services.  The customer also could've, but did not provide the pre-paid SYM generated shipping label to his supplier to use to send the device back in to SYM.
  
  1/23/2024: Customer sent email to SYM asking for an update and following up again.
  
  1/28/2024: UPS informed SYM of their findings from their investigation and provided SYM with relevant information: The tracking number that was provided to SYM by the customer ****************** was generated using a 3rd party shipping software called ********** ******************** and was not generated by any specific UPS customer account and was not purchased from a UPS store.  UPS also identified that the tracking number provided is a UPS SurePost delivery service label which is specifically used to ship packages under 10 LBS, where the final delivery is to be made by USPS. According to UPS, USPS will deliver the “final mile” in most cases.  If the recipient has a UPS daily drop off already, UPS will sometimes make the final delivery themselves because they are already going to that location.  The associated USPS tracking number with this UPS SurePost tracking number is ************************** and shows no activity on USPS website tracking.  Also of note, the weight of the package that was marked by UPS as shipped and delivered on the UPS website for tracking number ****************** is showing as a 6 oz. package.  An **** *** with the accessories that were quoted would have a shipping weight of at least 24 lbs.  UPS also stated to SellYourMac that SellYourMac would be unable to file a claim for this shipment because the shipping label was not generated on SYM's account.  The only party that can file a claim for this shipment is the party who purchased the shipping label.   UPS recommends that the sender who purchased the shipping label file a claim for this shipment.
  
  We sincerely apologize for this unfortunate set of circumstances. SellYourMac did not receive a package with tracking number ******************.  SellYourMac also did not receive an **** *** with Serial Number ************.  Given the information above and the UPS investigation information, a 24 lbs. **** *** was not shipped using the tracking number ****************** which details on UPS’s website as being used to send a 6 oz shipment.  SellYourMac’s instructions were also not followed, which detail for customers to send in their devices using the Pre-Paid shipping label that SellYourMac provides.  Because a SellYourMac shipping label was not used, SellYourMac is unable to file a claim for this lost package or take any further action.  The party that generated and paid for this shipping label will have to file a claim to recoup any funds from this shipment, as it was never delivered to SellYourMac and the merchandise was never received.
  
  Again, we are very sorry that this package that was shipped with tracking number ****************** never arrived and that we never received the **** *** with Serial Number ************.  Unfortunately, because a SellYourMac label was not used, SellYourMac has no further actionable steps that can be taken and cannot file a claim with UPS.  We recommend reaching out to your supplier and having them file a claim to try to locate the package or recoup any funds from this missing shipment.

  Thanks,
  
  The SellYourMac Team

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  This is the same runaround I have gotten! Regardless of what they say tracking is tracking, and s signature is present! If they lost it or if they have dishonest employees, that’s on them - it WAS delivered and it WAS signed for at their dock-as per the documented evidence provided. They are s multi-million dollar business, disputing an $800 and change error on their part! I am left with nothing! What a terrible, terrible company! I hope they are pleased with themselves!

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  Regards,
  
  *********** ********
  

  Customer Answer

  Date: 03/24/2025

  Good morning.

  I placed a phone call at left a message for ********* last week regarding this request. The documents requested were sent when I filed the complaint. They are also shown above when I access my account/complaint.

   

  Please advise.

   

  Thanks.

   

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

• Initial Complaint

  Date:02/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SYM agreed to pay me @$225 for my used *******. I shipped them the device. There was a problem with disconnecting the unit from ******* ***********, but I followed the steps they provided. I emailed an inquiry as to the order status and have not heard from them since. The company has no customer phone service options. Further, the delay, possibly my fault, has cost me late fees on my credit card, because I was counting on a timely transaction.

  

  Business Response

  Date: 02/24/2025

  Hi ******,

  Thank you for your message. We are sorry that this process has taken quite a bit of time.  We emailed you a response on 12/26/24 letting you know that your device was still locked after your first attempt to unlock it.  We re-sent the instructions and communicated that *** ***** do not have IMEI numbers in response to your email about the best way to remove the activation lock.  We never received another reply or voicemail from you about you being able to retry to remove the device!  Again, we apologize for this delay, but we were unaware if you ever performed the removal again for us to be able to successful check and then re-process your device.  We will have our tech team erase and reprocess your device today to confirm that it has been successfully removed from your ****** account.  If everything has been removed successfully, we will issue your payment as soon as our process is complete.  Please let us know if you have any questions.

  -The SellYourMac Team

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and even though, as my attachment indicates, I did reach out on and after the 26th, find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my Mac to *************** and in the process it was lost in transit by ***. Since I sold them the computer they where the ones who had to file the claim and since then I have not heard anything back in over a month. From what I understand it takes 5 to 10 business days for a claim to be finalized. Also from what I understand *** only pays 100 dollars for lost mail unless you pay for insurance. I did not have the opportunity to make sure item was insured before sending because I knew my MacBook was pretty much brand new as I had just received it back from refurbishment. Online they offered me 639 dollars I believe and it has been 2 months almost since this transaction was supposed to happen. After I sent emails telling them everything they asked for to file a claim they ghosted me. I have sent many emails asking for an update and I'm getting really irritated beyond believe.

  

  Business Response

  Date: 08/12/2024

  SellYourMac provided a shipping label for the customer to send their device to be sold. The customer shipped their device on 6/28/24.  The customer emailed SYM on 7/5/24 stating that they thought their package was lost because it had not been delivered yet and asked for it to be looked at.  SYM began investigating this internally and responded to the customer letting them know we would investigate and contact the shipping company, and would update them when we had any additional information.  We also asked them to provide some information necessary that was needed for the shipping company in order for the investigation to take place.  SYM reached out to our Account Manager at the shipping company to begin a track and trace first which is required. A claim is able to be filed once the shipping company concludes their investigation, which is standard procedure.  We then notified the customer about our actions and the process, and communicated that a claim for the missing package would be filed if necessary when the investigation was concluded by the shipping company, but we couldn't take further action until the shipping company completed their investigation. After receiving the update from our Shipping company Account Manager that this package was indeed lost and was unable to be located, we filed the necessary claim, reached out to the customer to update them about the findings and let them know that the Claim was filed.  We issued payment to the customer in full once the investigation was complete. Payment was issued on 8/5/24.  The customer stated to SYM that they were satisfied with the resolution.  We did everything we could to resolve this issue for the customer in a timely manner, however, when dealing with Shipping Companies, we are beholden to their investigations, policies and processes which sometimes last longer than expected.  Our customers are the most important aspect of our business. We always try to clearly communicate and do right by our customers to resolve any issues that may arise.

  Customer Answer

  Date: 08/15/2024

  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. 

  I am writing to you to tell you that *********** has fixed the issue and the matter has been resolved. Please cancel the complaint and mark as satisfied please. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent an **** to them to sell. They received the item. They offered me $93.00 for **** they quoted to buy for $132.00. They sent me pictures of flaws which showed exactly nothing. The pics showed a perfect screen on ****. I sent them an email requesting return of **** or I would reluctantly except $113.00 for the ****. I have pics of **** I took before mailing to them; there is not a scratch or flaw on the ****. So far they have not responded to five emails. They have ghosted me. They will not communicate and will not return my ****. Offer was made on May 20th, 2024. item was received on June 6th, 2024. Their lowball price was received on June 7th, 2024. They requested a response on how to proceed. I sent response on June 9th, 2024. I have sent four more emails since then. None have been answered. I phoned SYM and got a recording. Recording basically says they are not going to answer their phone. Send an email. I want my **** returned to me or the $ 113.00 they quoted for "GOOD" ****. I have all supporting documents from them and me.

  Customer Answer

  Date: 06/17/2024

  I don’t have a number yet. Or any way to access the complaint but this complaint has been resolved to my satisfaction.
  
   
  
   
  ****** ***********

• Initial Complaint

  Date:10/08/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ******** I sent my Macbook Pro to the company. They dramatically decreased the value of the trade in of the laptop and are not honoring a bonus cash coupon which I entered on the check out page. I asked the company to return the device and they want to charge $13 for return shipping. I am very upset by this. All I want is my computer back and I refuse to pay return shipping since I disagree with their evaluation and they are not honoring the extra bonus coupon. I demand that my computer is returned to me free of charge. Please only contact me in email.

  

  Business Response

  Date: 10/18/2022

  Hi - we are sorry about the issues related to this transaction. The item did not arrive in the original "good condition" as stated and that is why it was repriced. We are going back to the team and will return the computer without charge. We never reprice computers if they arrive as stated, and these issues do happen from time to time. Hope this amicably resolves your issues and we hope to work together again in the future. Thanks! *****

  Customer Answer

  Date: 10/19/2022

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

• Initial Complaint

  Date:05/03/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used MacBook from this seller. I paid for the item, received confirmation via email, and ever received a thank you letter from the company president, Brian Burke. I was sent a tracking number today, and when I searched it was going to a different addresses. When I messaged the company, I was told that the laptop was sent to someone else. I would like the equivalent laptop to be sent to me as a replacement. Order number **** **********

  

  Business Response

  Date: 05/06/2022

  We have been in full communication with the buyer. Initially the first order was cancelled and another purchase has been made in the meantime. Should be fine now and we assume the buyer is satisfied at this point. Thanks Brian

  Customer Answer

  Date: 05/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  To be more specific, I ordered a laptop, paid for it, was waiting for it to arrive, and it was not until I reached out for the tracking number and provided tracking to a different address that I learned that the laptop was sent to another customer. Why was no attempt made to contact me to let me know of the error and offer alternatives? When you order and pay for something you expect to get it and if there is a problem on the seller’s end, one would expect to be contacted when spending more than $300 for a used laptop.  So this was not a normal cancellation situation. I was offered the purchase of a different laptop, I submitted for that second laptop, and instead the seller also sold the second laptop to another customer. I made a third laptop selection, and that was delivered today. The delivery was dropped off at my door when I was not home, and I came home to find a mangled package. It looked like it had fallen off of a truck. There is more damage to just laptop than was disclosed. I assume this was due to damage caused by shipping?  I do not consider this matter resolved.

  
  Regards,
  
  **** ******
  

  Customer Answer

  Date: 05/10/2022

  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. 

  I resolved with business.
  
  Thanks,
  ****