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:29/11/2023

  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.

  Bid almost $200 on a "carved wooden rabbit" and received fake resin rabbit that sells for $19 online that is made by ****** in *****. Seller had it well wrapped and his aggressive dog almost bit me, so I didn't unwrap the fake item until I was safely at my vehicle. I tried calling ******** but had to drive a couple km to get cell service. Because I didn't stay in front of seller and his aggressive dog and take 5 minutes to unwrap item to discover it was fake and not what was advertised until I got to the safety of my truck, *** sold says it is my fault for bidding so much on a fake item even though it was listed as wooden many times.

  

  Business Response

  Date: 30/11/2023

  *****,

  Many thanks for reaching out to us with your concern. Having checked the file I note that a refund was actually issued to you yesterday evening, however it is worth noting that it may take a few days to show on you card, depending on your card issuers terms and conditions.
  
  We also took time to review the transcripts of all communications that you had with MaxSold, and can find no record that you were told at anytime that it was your fault for bidding on the items. In terms of the authentication of items, it is made clear in all terms and reminders that items are to be checked and only accept them once you are happy with the purchase and that we do not issue refunds past this point. We have in this case however made the gesture of refunding the item.
  
  Kind Regards,

  Team MaxSold
  

• Initial Complaint

  Date:22/11/2023

  Type:Billing 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.

  I live in a household with another tennant. we both have/ had accounts with Maxsold. In late October I bid for a car and I put maximum bid on my co-tennant account because my account was blocked because at the time my co-tennant account was blocked and unblocked. Bear with me. After my account was unblocked I put the same maximum bid on my own account so the invoice is issued in my name. The bid at the time was 1350 and my max bid was 2250 on one account and 2300 on the other. My bid went directly to 2300 instead of incrementally increase, and when I complained they said both max bids competed against each other. When I mentioned how when it became to blocking the accounts they treated the 2 accounts as one and demanded to be treated the same when it came to bidding, they blocked me and after few days they blocked the other account. So Maxsold treat the 2 accounts as one when it comes to punishment and blocking but as 2 when it is to their benefit financially. As things stand right now I over paid $700 because they say these are 2 separate accounts with max bids but turned around and blocked my account and that of the co-tennant because we share the same address. They should not be able to have their cake and eat it too. Return my $700 overpayment. See attached how the bid jumped from 1550 to 2250 when normally it should go up but $50 each bid.
  Every business understandably have rules and standards for customer behavior, but what we see here is arbitrary rules enforced willy nilly at the whimp of its employees without justifications. There is no clear path to escalation or recourse for customer and it feels the customers are at their and their employees mercy, tight or wrong.
  ********* ******* ******* ***** ********

  

  Business Response

  Date: 23/11/2023

  Many thanks for the feedback, and we are sorry to hear that you have been left unsatisfied with you MaxSold experience. We certainly are keen to look in to this matter for you, and provide you with the results of an investigation.
  
  If you could kindly share the two email address on the accounts that you used to place the MaxBids, to *************************, we will be able to look in to exactly what MaxBids were on the item at the time, and whether it was indeed only the two or if there were any other bidders that might have also had MaxBids on at the time that would have caused the final price to reach where it did. 

  We always operate with full transparency and once an investigation is complete we will provide you with the information, and take care of any next steps, if applicable.
  
  Once again thanks for providing the feedback and we look forward to being able to help you resolve your issue soon.
  
  Team MaxSold

• Initial Complaint

  Date:07/09/2023

  Type:Product 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.

  I recently bought a pair of shoes on maxsold. Unfortunately the seller listed then in the title and description as Size 13. They were actually size 12 (Upon more noticed you could see it in one of the pictures)I immediately called maxsold and informed them of the mistake. They said I could get a full refund and send me the form. So I didn't pick up the item since I was getting a refund. I got the email stating I was being refunded in full. An hour later I got an email stating my account was being banned for missing pick up. I missed a few pick *** during covid times for health reasons but this time was because I received a refund and was told not to pick it up. I assume this was automatic and the system didn't know I spoke with someone and was refunded for the item because of a sellers error

  

  Business Response

  Date: 10/09/2023

  Good Afternoon,

  Many thanks for brining this matter forward, I believe that the support team have already connected with you to ********** your account. It was suspended due to the items not being picked up originally. However we note that you had connected with one of the team in advance to make the situation know.

  We appreciate your patience, and apologize for anu inconvenience caused, if you have any further questions then please do not hesitate to reach out to us a ********************************
  
  Team MaxSold

  Customer Answer

  Date: 17/09/2023

   
  Complaint: 20571985
  
  I am rejecting this response because: Account is still banned. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 19/09/2023

  Hi ********,

  We refunded you and did unban the account. We have however now re-banned your account as in addition to the refund we provided you, you also made a chargeback on the purchase through your card provider.
  
  Kind Regards,

  Team MaxSold

  Customer Answer

  Date: 27/09/2023

  I called my card to ask why I didn't get a refund yet. They told me this happens and they would cover it until a refund showed up. I got an email from **************** on Sept 13th 

  "Please be advised that MAXSOLD has issued credit(s) to your account in the amount of $48.14.
  
  The credit(s) appears on your September 2023 billing statement.
  
  Therefore, we are rebilling you the original credit that we previously issued. The debit will appear on your upcoming statement."

  I love bidding and buying and I've done so for years. This whole thing has been horrible and I just want to get back to enjoying the auctions again. 

   

  Complaint: 20571985
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:31/08/2023

  Type:Product 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.

  I was member of Maxsold and vigorously bided and picked up the items won for several years. Most of them were helpful for pick up and coop ratable. but last two pick up was horrible. Been waiting 20 mins to pick it up, we were ringing the bell for several times but the lady working for Maxsold to help to pick up were upset instead of explain why it is delaying for pick up?For the Last pick up --My item was missing from the pick up site. The owner for the bidded item including pots and plants were missing. After 45 mins of driving to get there. Not mind of time and gas. Maxsold didn't refund my bidded amounts and Maxsold suspended my accounts instead of appology and refund. I asked reason for suspended my account by email still no clear answer form Maxsold. Just because both items won at 1 dollar doesn't mean they took away the valuable items Due to inexperienced employee *** sold do the auction for individual and business.And bid was successfully done. i was lucky to won at 1 dollar.

  

  Business Response

  Date: 31/08/2023

  We are sorry to hear that you have been left feeling disappointed with your experience at MaxSold. We strive to ensure that all interactions are positive.

  In relation to the refund of the item I have asked that the $2.66 for the cost of the items is refunded to you, we have processed this today - but please kindly note that it could take 7 - 10 days to show back on your card, depending on your card issuer.
  

  I note that you felt that you had not received a reason for the suspension of your account, having looked at the system this was sent to you via email on Monday at around 18:37. I have cut and paste the content of the email below:
  
  We are reaching out to you because we received a report from a team/seller about an issue at a recent pickup event. We expect customers and staff to be treated with courtesy and respect, so abusive or threatening behavior will not be tolerated. Any actions deemed inconsistent with our Community Standards may result in suspension or removal of bidder accounts. Unfortunately, because of the escalated situation at our pickup event, we are suspending your bidder account pending further investigation. Please provide your perspective on the situation at pickup so we can have a complete picture of what occurred. To be considered for reinstatement, please submit the MaxSold Community Reinstatement Form. (The link to the form was in the email).

  From speaking to the team on the ground present that day, it is my understanding that foul and abusive language was used towards them which has led to the suspension of the account - while an investigation is carried out. The purpose of the form is to enable you to give your perspective on the events. We take any decision to suspend an account with a great deal of seriousness and as a result this is why we provide the form for completion.
  
  Kind Regards,
  
  Team MaxSold

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20547542
  
  I am rejecting this response because:

  I don't agree with their explanation for the reason for suspending my account without proper reasons.
  
  1. Maxsold -Management doesn't think of seller/team reader with attitude towards, or due to non-experience with dealing with issues.
  2. Whenever  items are missing from the site or switched items with other auction winners. 
  They  just try to make excuses by covering their faults.
  Maxsold doesn't care for how we get there or with hope to get the winning items.
  Obviously Seems like Maxsold thinks time spent to get there and gas is free, not mind disappointing..
  I strongly recommend setting up manuals toward pick up processa and dealing with pick ups.
  I met a lot of people complaining at the site for pick up. 
  
  Bid ended  1dollar doesn't mean the seller  can remove items valuable more than 1 dollar.
  
  
  Maxsold  please care for the pick up process train employees.
  Not only care for your commissions but you should train employees
  
  .
  

  
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 11/09/2023

  ****,

  We are sorry to hear that you are unhappy with the response. We understand that the suspension of your account in frustrating. However after full, and detailed, review of the incident, I can confirm that the decision is to suspend your account, for the reasons given in the initial response provided.
  
  Kind Regards,
  
  Team MaxSold

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20547542
  
  I am rejecting this response because:

  I think That is best you can do?  Just suspense account.

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:31/10/2022

  Type:Product 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.

  I have had an active personal credit card on my Maxsold account and have been purchasing items for over 6 months. My transactions have been smooth with only minor bumps along the way. However, over the last month I have been trying to add a business credit card (active and in good standing card) to my account and it won't let me. I entered many times and it says "Transaction Denied". I even took out the personal card thinking maybe it won't accept two cards. Now I can't get either card back on record. I used the chat feature on the website and was told I had to send an email. I sent the email to only get a generic response which did not help my issue. I responded to the email and have heard nothing back. I called the ********** number and the person was less than helpful. First she said it was our bank and to fix it with them. Called the bank, it's not them. Called her back and she had no answer for us. Also, she wasn't paying attention, was laughing at us throughout the conversation and giving us a complete run around. When we asked to speak to a supervisor she said no one was available. After asking multiple times she gave us another number, **********, which is the same as ********** which got us to her! When we said to her it was the same number she just laughed at us again. I then went to an auction pick up location looking for help and although a pleasant person who wanted to help, they had no other avenue of assistance from what I have tried. I can not find any other number to reach additional assistance. I currently have no card on record with them so I can't place any bids and do business with this company. I'm disappointed in the lack of useful & respectful customer service. My favored outcome is to add my two credit cards and be able to do business again. And to have the company make adjustments to their customer service to be productively responsive, and have a respectful & productive customer service staff.

  

  Business Response

  Date: 03/11/2022

  ***,

  Many thanks for reaching out with your feedback, and please let me apologize initially for the slight delay in the response. I had asked the team to investigate fully and get back to me with their findings. I would like to address the credit card issue first, and the the team member behavior.

  In terms of the card, we ran some backcheck on our gateway that day, and all was in order. I understand that the bank saw no issues on their end also. It is sometimes the case that things fail to register even though systems are all up. I feel that the team member you spoke to should have escalated the issue there for you to another department who would have been able to help. We have spoken with this team member and their lead, so that in future they follow all of our escalation processes and get to what should always be the core aim - to resolve your issue.

  In terms of the team members behavior, I certainly see that this fell below the standards we expect. I was particularly concerned to hear that they had laughed during the call. I personally listened to the call as well as other members of the team, and whilst we feel that the laugh was at something going on at the contact center, as opposed to at you, it is totally unacceptable to me that they would be focused elsewhere - and would be engaged in something else at the same time as serving you. There were certainly other concerns that I have with the call in general, including the amount of dead air time, and the lack of engagement that was shown towards you. The team member will be going through an intensive retraining course around our expected standards.

  In order to assist in resolving in the card issue, one of the managers will be reaching out to you today to see how we can assist on that.

  I will also be asking them to send you out a voucher, post call both to apologize for the bad experience and also as a way of thanking you for helping us provide a better service through feedback.

  ****

• Initial Complaint

  Date:30/08/2022

  Type:Service or Repair 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.

  I would like to make serious complaint about my recent pickup experience. I drove 50 miles one-way to the pickup place around 11:40am to check whether I can pick up my lots, or small items first. From my previous experience, your stuff is good to discuss and accommodating if situation allows. This is real life and no one can act like machine. I may also need disassembly time and would like to check the lot status in advance. In case I miss some tools, I can have some time to fix. So, I come earlier than scheduled time. The worst case is to wait a little bit. However, this time the maxsold staff in charge (Wendy?) is very hostile from the beginning and speaks with tone of command that I have to come at the exact scheduled time, not even one minute earlier. I understand that there’s china cabinet in my lots and it’s better to have the porcelain picked up first and then move the cabinet. But I don't understand why she was so offensive to speak to me with such arrogant attitude. By now I only ask one question politely. I thought she may have bad mood now. Then I left for lunch. Later around 1pm I stopped by again to check the status of that china cabinet in my lots. After I ring the doorbell but have no chance to speak to Wendy while she was standing inside. Wendy did not speak to me but instead call police. I feel very insulted to be treated like criminal. The attitude she talked to me from the beginning is like I’m refugee begging master for food. At the same time, your stuff Wendy acted like Queen to abuse buyers. I do not owe you anything. I recall that about half year ago in another pickup, this Wendy is also very hostile from the beginning. At that time, I thought she may not happy due to personal emotion and just forget about it. But from today's experience, she's consistently hostile to me that I cannot understand. I would only think that this is consistent discrimination against minority races and treated me with contempt. See attachment for more.

  

  Business Response

  Date: 31/08/2022

  Good morning ***

  We are so sorry to read in this complaint that we fell short of expectations for you. Our aim is to provide a positive experience every time and I apologize that we did not meet that standard for you during your recent auction pick up. We take complaints of this nature very seriously and I would like to offer to speak with you directly today so that we may adequately address your concerns. 

  Kind regards

   

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

  Customer Answer

  Date: 06/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  Thank you for addressing this issue quickly. However, I don't get clear apology in writing and no compensation for the loss. I heard from ******* that their VP has written response to ***? Unfortunately, I don't have access until now. I drove almost 2 hours one way and wasted one day for this pickup (not to mention bridge tolls, gas, traffic, etc.) but received nothing except frustration and unreasonable suspension due to Maxsold employee's false accusation. I appreciate ******* from Maxsold received my call and issued the refund for the lots I cannot access. But so far my account is still suspended, my loss is not properly addressed, and I do need formal apology in writing.

  
  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 07/09/2022

  We feel that our response has been adequate.

  
  Following an in depth investigation we have decided to take the difficult decision to ban the customer account, due to hostile behavior towards the team members. We consistently provide coaching to our team members, and have looked at this incident. We also however have a certain expectation of customer behavior that we feel to have been breached on this occasion.

  The customer has been refunded for items that they were unable to collect due to out need to call the police over team safety concerns.

  At this stage we feel the matter is closed.

  Kind regards.

  Customer Answer

  Date: 07/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: It's a pity that Maxsold goes back on their own words from the initial contact. In their last week's voice call, they said they will apologize on this incident and improve their training. They have no reason to ban me due to this pickup. Now they deny what they have promised.
  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:02/08/2022

  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.

  I purchased an authenticated painting in 2020 via Maxsold. The seller had it appriased by **** *******. Immediately after purchase, I spoke to ******* who confirmed he had appraised the painting, and assured me that counterfeit items never passed through Maxsold's strict fraud standards. This year, I tried to sell the same painting through Maxsold, but it has been put on their "do not sell" list due to problems with counterfeit paintings being sold. I spoke to a customer service rep in June, who encouraged me to have the painting re:appraised and ensured me that Maxsold had a strict no fraud guarantee and that they would resolve the issue to my satisfaction. It took some time to find someone to reappraise, but I eventually did, and the painting was appraised as a fake. Maxsold now says that it is the sole responsibility of the sellers to ensure that their product is real and that they have no responsibility to me as a customer. They gave me contact information for the appraiser, but the appraiser still maintains that this painting is real. It was my impression that businesses in Canada were liable against selling counterfeit items.

  

  Business Response

  Date: 02/08/2022

  *****,

  Many thanks for raising your concerns, as per our original response to your complaint through our support team, we have noted that sellers are responsible for the photos, descriptions and any appraisals that they put forward on a seller managed sale. The sellers are aware of this responsibility when they sign the contracts.

  We have provided the details of the seller, and the appraiser from the sale in 2020, and have contacted them to let them know your concern, and they provided permission for us to send those details to you for you to contact them.
  

  You have noted to us in communication that you have taken the concern around the appraisal directly to the appraiser **** ******* and he has confirmed his appraisal, if you feel that he has incorrectly appraised the item you would need to discuss that directly with Mr. *******, along with the seller who sold the item back in 2020.

  We are truly sorry that our previous communication with you has not resolved your disappointment, but would again advise that you connect with the seller directly on the issue.

  Kind Regards,