Michelle Kim G.

On July 28th, 2023 I was given an offer of $95.41 for a Google Pixel 5 128GB (Verizon). I have had the phone for years using Verizon's service, and kept it in immaculate condition by keeping it in a sturdy case and having a screen protector on it at all times. I followed all of Gazelle's directions, including but not limited to removing the SIM card, deactivating the phone, removed device tracking, charged and reset my device. I shipped it shortly thereafter, being sure to include the original box with all of the included accessories as well as two compatible phone cases and a screen protector.

On August 10th, 2023 I received an email that my offer had been adjusted. I was ridiculously only offered $38 after shipping the phone. First of all, they claimed it was because there were "scratches." There most certainly were not scratches unless they happened to scratch it themselves. Secondly, they LIED and said it a Google Pixel 5 128GB (Other), not a Google Pixel 5 128GB (Verizon). This is simply false information—it is certainly a Verizon model as I purchased it from Verizon and used it with my Verizon service for many years. I opted to have the phone sent back to me as a result, and I immediately sent a complaint to Gazelle to which I received no response.

On August 18th, 2023, I received the phone back in the mail. However, it was ONLY the phone inside of a Ziploc bag. I am absolutely livid. Gazelle has STOLEN from me. As a reminder, I shipped them my Google Pixel 5 128GB (Verizon) in its original box with ALL of the accessories it came with included, as well as two compatible phone cases and a screen protector, and what they sent me back was solely the device itself inside of a Ziploc bag, no box or accessories whatsoever. Again, this means THEY HAVE STOLEN FROM ME.

I immediately reached out to Gazelle's customer care via the Live Chat feature and interacted with an individual named Glendiel. At first, he clearly did not read my complaint whatsoever, and only send me back some premanufactured customer service commentary about how they "really apologize for the inconvenience" and summarized for me information I already knew—in fact it was information he would have known I actually knew if he'd read through my complaint. I had to ask him to read my comment through once more and actually provide a relevant response. After ten minutes he tells me there's nothing he can do since "based from the records of the Warehouse team" there was nothing but a device. This entire company just loves to tell lies.

In summary, Gazelle scammed me with an offer of $95.41, made up lies in order to give me a lowball offer of $38.00, stole the majority of the items I sent to them, and then tried to claim that those items never existed. Without that box, I am unable to resell it myself. I came to Gazelle expecting to make $95.41 and instead made nothing, and in fact, I am worse off because they have stolen from me the items which would allow me to find an offer elsewhere. This is devastating. These people are liars, scammers, and thieves. Do not trust Gazelle. I will be seeing them in small claims court.

I ordered two items on April 15th and paid the extra $16.99 for expedited shipping as I absolutely needed the items to arrive by April 21st. Realizing after I made the purchase that they take days to even ship the items, I went ahead and submitted a cancellation request prior to the shipping. I received no response from them whatsoever, instead receiving a message that my items had shipped two days later. After sending them another message about this via their contact form, email, and social medias since I could not be sure they would answer, I finally get a response out of them. Given their lack of response, I told them I was expecting a FULL refund, including shipping and that I refused to pay the $9.99 return fee as well. They didn't respond until after I messaged them TWICE, to which they doubled down and told me I would have to pay the fee. I have messaged them now twice regarding escalating the issue and they refused to respond after several messages.

On the 30th when it had more than two weeks since I had placed the order and had yet to receive it, I opened a dispute with AfterPay as KOODING could not be trusted to actually respond to open customer inquiries, even after emailing them twice, sometimes three times in a row. They doubled down and tried to claim that I refused delivery, which I did not. I even reached out to DHL to confirm such and KOODING still refused to respond to me. AfterPay helped mediate the dispute and KOODING tried to resolve the matter by refunding all but $31.99 of my transaction for shipping costs and return fee. They seriously tried to charge me $31.99 for an order I NEVER RECEIVED. After many messages and escalation, it wasn't until I said I planned to sue in small claims that AfterPay (not KOODING) agreed to give me back my $31.99. Throughout all of this KOODING refused to respond to my emails and only corresponded with AfterPay.

I would not recommend this company to anyone in fact I would strongly advise AGAINST doing your business with them unless you plan on being ripped off and continually ignored. There is some seriously shameful incompentency here and a sincere lack of care for their customers. When my package didn't arrive I should have been met with an immediate refund and customer care coming to a proper resolution, not with blame. I shouldn't have had to fight tooth and nail for something where I so clearly needed assistance and was deserving of a refund.

It looks like they have a tendency to reply to reviews on here so let me preempt that by refuting some things they said to AfterPay: I did not make false claims in my dispute against them, nor did I ever refuse delivery of any package (and I have the chat transcripts with DHL attesting to such). Yes, I was upset at first about my order not arriving when I expected it by and did try to cancel it initially, but the order simply NEVER arrived, and they tried to use my initial cancel request as a smokescreen for them simply never delivering my order. Don't let these people fool you, they don't care about you or your happiness as a customer, they literally only care about your money and will fight you tooth and nail for every single penny if they find any opportunity.

Do not give these fools any of your business. There are much better websites out there which offer similar products. You can also usually buy directly from the brand without KOODING's markup.