"On Nov 28, I ordered a used iPhone 8, for a value of $100 on their website. On Dec 6, 2022 I received an empty package from Gazelle.
I received the package directly from the postman, so this is not an issue with the "porch pirates".
After hours on the phone, waiting to talk to a Gazelle customer service, I was told I had to file a complaint with them. I waited many days for a response and then I was told I needed to file a police report. I did this and got no response. After more waiting I wrote them again and was told I would told I would have a response by 12/21. Today is 12/23 and still no response.
All for a product worth $100.
I have never dealt with a online service like this. Normally one would expect to be able to contact customer service easier, that they were more transparent, and that there would not be some much work for a small refund.
BEWARE!!
"
"What a waste of time - don't bother with a Trade-In. It really is a fraud. I should've listened to the other negative reviews online, but I tried to rationalize thinking "they've been in business a while, they must be honoring most trade-ins, mine will be fine." I sent in a mint condition iPad to them - estimated trade-in value was over $220. They sent me the prepaid box very quickly, that's where the good experience ended. I packaged my iPad and sent it in immediately. Now everything online and in their FAQ's says they will inspect and pay you within 3-5 days of receiving your trade-in. They received it on 12/10 according to my USPS tracking, but they did not even mark it as 'received' until 12/16. Then finally I get a "your offer has been adjusted" email on 12/22 stating my iPad had "Screen Doesn't Fully Light Up: We found that your LCD screen has some discoloration, defective spots or does not work properly. Scratches: We found that the device has more than the acceptable amount of scratches" Which is a flat out lie. My iPad was in mint condition and has been in a case and screen protector since day 1. Their adjusted offer was "$13". Who would accept that? Now I have to wait for them to ship it back to me, which will probably take another 2 weeks, so I've lost a month's worth of time that I could've just sold it on eBay instead. Not to mention I've read numerous other reviews where customers stated that Gazelle sent them back a damaged device and scratched it up on purpose. I don't even know what my recourse would be in that situation, I did take detailed photos before sending it off. Long story short, don't waste your time or risk your devices with this fradulent company."
"Scam: Offered a high price on a used iPad then reduced the price by 95% claiming the iPad was scratched. It was perfect and had been in a cover from the day it was bought. This site is chaos scam "
"Was offered $199 for my iPad Pro. It was in near-perfect condition as I had almost never used it since buying it. In addition, I even included a Smart Cover with my return (I had no use for it and figured the refurbisher would just sell it or include it as a free ad-on to whoever bought the iPad). Anyways, after taking a very long time to process my item, they wrote back on offered me $11 for it. This was a total joke, will never use them again."
"No complains. All was done quickly and efficiently as expected from Gazelle."
"First time I had an issue with gazelle. They had a problem with the machine that was supposed to process and the burden was on the customer to continuously reach out for updates. "
"they send damaged devices, and if you return the device, they don't return the money and no one answers the phone. If you are persistent, then they answer and lie"
"I had a pristine condition iPad for which Gazelle offered a fair price. Much to my amazement, after they received the device, they UPPED the value. I was shocked. They didn't have to do that, but what a pleasant surprise! I appreciate their honesty."
"Great experience! Top notch customer service "
"Easy to use website. They mail you a box with prepaid postage, to mail your phone back in. A few days later you get a payment. No pictures, no marketing this on websites, it's relatively simple."
"After verifying with Gazelle that a replaced iphone screen would not cause a loss of value, I sent my 11 Pro to them with an estimate of $310. I got back a low offer, the only reason being that the phone was locked with xfinity (my mistake). I quickly had the phone unlocked and sent them the proof of this. They insisted on inspecting the phone again and, lo and behold, claimed the screen was scratched and defective and so lowered the offer to $132! It was perfect when I sent it them and they found no damage at all on the first inspection, and there was no problem evident in the pictures they sent. They didn't even say what the problems were in the final inspection. So either they damaged it or are lying about the condition of the phone. Clearly they are grasping at straws to make a lowball offer, hoping that I would accept it. Needless to say, I'm having them return it."
"Caution do not sell to them they will say yours was defective even though it was perfect when you sent it. Serials don't match mine. I declined an offer from the went from 690 to 135 I declined offer verified by an email then only a minute later another email comes saying accepted offer. Forget about any customer service 4 hour wait for an incompetent rep. Then transferred to someone else 30 minute wait but he didn't know anything either. Scammers Scammers Scammers"
"I did not receive my first check. I waited 10 days and emailed. They escalated the issue and they were quick to stop the first check and reissue a new check. I’d used Gazelle before and the check was never late. Great customer service!"
"Great place to sell your electronics especially when recycling seems like the only option! Apple said that my phone could not be traded in and could only be recycled, but Gazelle found value in my broken phone. Very worth taking the time to sell your old products to Gazelle!"
"Amazing easy and simple and the offers are great you guys are the best till I went to cash the check and Walmart declined the check "