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:01/22/2025

  Type:Product 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 was the successful bidder on a lot of items with this company on 12--02-24, in the amount of $362.82. Lot was paid for & shipped to me; upon receipt, a critical piece of the lot was missing. I immediately contacted the auction house and informed Grant W******* (###-###-####). It should be noted that this business is extremely difficult to contact and almost impossible to receive return calls from. After internal searches, W******* admitted the missing item was lost. On 01-09-25, he sent me an email asking if I wanted a partial or full refund, to which I responded (same day) that I wanted a full refund. As of today (01-22-25), I have had no response, refund, phone call or email contact from W******* or any other representative of the business.

  Business Response

  Date: 01/28/2025

  Good Morning,

  Yes, we are aware of this issue as we have been in contact with the winning bidder and believed based on our conversations with this bidder that this issue was resolved.  This comes as a surprise as the client filed a credit card dispute and we permitted this to be refunded.  Since, the winning bidder filed a dispute, the issuing Bank has to be the institution that refunds the payment back to the credit card.  If we at Lewis & Grant returned the payment via a check then the bidder would have been refunded twice.  The process of a dispute is out of Lewis & Grant Auctions control.  As you will see the transcript copied below from the merchant processor, you will see that Lewis & Grant Auctions did everything that we could to get this refunded.  Seems like the winning bidder is more upset with the process and I am not sure if the bidder can file a BBB complaint against the process  or merchant Processor and not Lewis & Grant Auction.  Please note at the very bottom of this email chain, that it can take up to 45 days for the credit card processor to refund, even though we permitted this to be refunded on January 13, 2025.

   

  Copied email transcript with Merchant Processor.

   

  Chargeback $362.82 12/2/24
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  Grant W*******
  Jan 27, 2025, 9:13?AM (1 day ago)
  
  
  to ******** **********************
  
  
  
  
  
  
  
  
  Hello *******,
  
  
  Our client says he has still not received the credit back to his credit card, can you confirm on your end?
  
  
  Thank you,
  
  
  Grant W******* 
  Lewis and Grant 
  ###-###-####
  On Mon, Jan 13, 2025 at 2:07?PM ******* ****** ********************** wrote:
  
  I can allow the chargeback to stand, and your debit will stand and the cardholder will receive their credit.
  
  
  At this point, you are not technically allowed to issue the credit.
  
  
  
  
  ******* ******
  **** ******** * ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******* ******* ** *****
  
  
  From: Grant W******* <***********************>
  Sent: Monday, January 13, 2025 1:42 PM
  To: ******* ****** <********************>
  Cc: ********************** ************************
  Subject: Re: Chargeback $362.82 12/2/24
  
  Good afternoon *******,
  
  
  Please proceed with a full refund, we will be getting the items back from the buyer. Can we reverse the charge on our end?
  
  
  Thank you,
  
  
  Grant W*******
  On Mon, Jan 13, 2025 at 12:37?PM ******* ****** <********************> wrote:
  
  Hello,
  
  
  Do you have an update on this chargeback?
  
  
  Thank you kindly
  
  
  *******
  
  
  ******* ******
  **** ******** * ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******* ******* ** *****
  
  
  
  
  From: Grant W******* <***********************>
  Sent: Thursday, January 9, 2025 11:39 AM
  To: ******* ****** <********************>
  Cc: ********************** ************************
  Subject: Re: Chargeback $362.82 12/2/24
  
  Hello *******,
  
  
  We are working with the customer now via email, we are most likely going to do a partial refund as we did ship some of the items already. I will follow up before EOD with customers' responses.
  
  
  Thank you,
  
  
  Grant W******* 
  Lewis and Grant 
  ###-###-####
  On Thu, Jan 9, 2025 at 9:14?AM ******* ****** <********************> wrote:
  
  $362.82 charged on card ********* on 12/2/24
  
  
  *******
  
  
  
  
  
  
  
  
  ******* ******
  **** ******** * ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******* ******* ** *****
  
  
  
  
  From: ******* ****** <********************>
  Sent: Tuesday, January 7, 2025 9:16 AM
  To: ********************** ************************
  Subject: Chargeback $362.82 12/2/24
  
  Hello,
  
  
  One of your customers is disputing a credit card charge.  The cardholder claims they did not receive their product.  Product for a ***** ****** named *** *** *****.
  
  
  Please send supporting documentation asap, no later than 1/14/25
  
  
  Thank you kindly
  *******
  
  
  
  
  
  
  
  
  ******* ******
  **** ******** * ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******* ******* ** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ******* ****** *** *********************** 
  Jan 27, 2025, 9:21?AM (1 day ago)
  
  
  to Grant, **********************
  
  
  
  
  
  
  
  
  
  
  That is up to the issuing bank.  I know it takes us at least 30-45 days to get our refund if we are getting one.  They may have to wait for the chargeback cycle to end.  
  
  
  ******* ******
  **** ******** * ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******* ******* ** *****

  Customer Answer

  Date: 01/28/2025

  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.

  
  

  
  

  Foremost, my reason is that I still have not received my full refund.  The business, and Grant W******* in particular, state that I seem to have a problem with the "process," which is only partially true.  I have a problem with the lack of communication with the business in resolving the problem, returning my calls, and keep me informed as to the actions taken to refund my money.  Only after I formally reached out to the BBB has this business started communicating with me regarding the pertinent information.  It's obvious that they did not follow up on their end to make sure the refund was, in fact, processed by their agent.  I do not intend to close this matter until I have received my full refund. 
  
  
  
  
  Regards,
  
  
  
  ******* *******
  
  

  Business Response

  Date: 02/05/2025

  Foremost, my reason is that I still have not received my full refund.

  (A) That is because a credit card dispute was filed and the returning of those funds have been approved on Lewis & Grant's end.  The amount of time to refund is depended on the bank, not Lewis & Grant.  

  I have a problem with the lack of communication with the business in resolving the problem, returning my calls, and keep me informed as to the actions taken to refund my money. 

  (A)  Below are the emails showing contact regarding the dispute and merchant processor as well as with *******.  Once the dispute is filed and we agreed to return the funds and not challenge the dispute, the refund as described by the merchant processor is contingent on the bank, not Lewis & Grant.

  Only after I formally reached out to the BBB has this business started communicating with me regarding the pertinent information.  It's obvious that they did not follow up on their end to make sure the refund was, in fact, processed by their agent.  I do not intend to close this matter until I have received my full refund. 

  (A)  We have emails from ******* telling us that there were a couple items missing when received. Upon that time we asked ******* if we could have some time to research and follow up.  In the meantime, and based on the dispute, ******* had already filed the dispute to which we can challenge and try to retain the funds.  Lewis & Grant chose not to challenge and agreed to have the funds returned.  Therefore, as mention is contingent on the issuing Bank to refund. Lewis & Grant agrees with ******* that he should keep this open until the issuing Bank refunds the funds back to him.  

  To be transparent, here is the email chain including the merchant processors response to time-frames to which were forwarded to *******.  Please take note of timestamps.

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
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  Chargeback $362.82 12/2/24
  External
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  Summarize this email
  
  
  Grant W*******
  Jan 27, 2025, 9:13?AM (9 days ago)
  
  
  to *******, **********************
  
  
  
  
  
  
  
  
  Hello *******,
  
  
  Our client says he has still not received the credit back to his credit card, can you confirm on your end?
  
  
  Thank you,
  
  
  Grant W******* 
  Lewis and Grant 
  ###-###-####
  On Mon, Jan 13, 2025 at 2:07?PM ******* ****** <********************> wrote:
  
  I can allow the chargeback to stand, and your debit will stand and the cardholder will receive their credit.
  
  
  At this point, you are not technically allowed to issue the credit.
  
  
  
  
  ******* ******
  **** ******** | ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******, ******* ** *****
  
  
  
  
  From: Grant W******* <***********************>
  Sent: Monday, January 13, 2025 1:42 PM
  To: ******* ****** <********************>
  Cc: ********************** <**********************>
  Subject: Re: Chargeback $362.82 12/2/24
  
  Good afternoon *******,
  
  
  Please proceed with a full refund, we will be getting the items back from the buyer. Can we reverse the charge on our end?
  
  
  Thank you,
  
  
  Grant W*******
  On Mon, Jan 13, 2025 at 12:37?PM ******* ****** <********************> wrote:
  
  Hello,
  
  
  Do you have an update on this chargeback?
  
  
  Thank you kindly
  
  
  *******
  
  
  ******* ******
  **** ******** | ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******, ******* ** *****
  
  From: Grant W******* <***********************>
  Sent: Thursday, January 9, 2025 11:39 AM
  To: ******* ****** <********************>
  Cc: ********************** <**********************>
  Subject: Re: Chargeback $362.82 12/2/24
  
  Hello *******,
  
  
  We are working with the customer now via email, we are most likely going to do a partial refund as we did ship some of the items already. I will follow up before EOD with customers' responses.
  
  
  Thank you,
  
  
  Grant W******* 
  Lewis and Grant 
  ###-###-####
  On Thu, Jan 9, 2025 at 9:14?AM ******* ****** <********************> wrote:
  
  $362.82 charged on card ********* on 12/2/24
  
  
  *******
  
  
  
  
  
  
  
  
  ******* ******
  **** ******** | ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******, ******* ** *****
  
  
  
  From: ******* ****** <********************>
  Sent: Tuesday, January 7, 2025 9:16 AM
  To: ********************** <**********************>
  Subject: Chargeback $362.82 12/2/24
  
  Hello,
  
  
  One of your customers is disputing a credit card charge.  The cardholder claims they did not receive their product.  Product for a ***** ****** named *** *** *****.
  
  
  Please send supporting documentation asap, no later than 1/14/25
  
  
  Thank you kindly
  *******
  
  
  
  
  
  
  
  
  ******* ******
  **** ******** | ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******, ******* ** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ******* ****** *** *********************** 
  Jan 27, 2025, 9:21?AM (9 days ago)
  
  
  to Grant, **********************
  
  
  
  
  
  
  
  
  
  
  That is up to the issuing bank.  I know it takes us at least 30-45 days to get our refund if we are getting one.  They may have to wait for the chargeback cycle to end.  
  
  
  ******* ******
  **** ******** | ***************
  
  T: ###-###-####   F: ###-###-####
  E: ********************
  A: *** **** ****** ******, ******* ** *****
  
  
  
  From: Grant W******* <***********************>
  Sent: Monday, January 27, 2025 9:13 AM
  
  
  
  
  Grant W*******
  1:31?PM (22 minutes ago)
  
  
  to ****, me
  
  
  
  
  
  
  
  
  
  
  
  ---------- Forwarded message ---------
  From: Grant W******* <***********************>
  Date: Wed, Jan 29, 2025 at 9:40?AM
  Subject: Fwd: Chargeback $362.82 12/2/24
  To: **** ******* **********************
  
  
  ****,
  
  
  Here is the update from our processor, they said it could take up to 45 days depending on the bank. Nothing we can do on our end or yours to speed it up unfortunately.
  
  Grant

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I think it is the responsibility of Lewis & Grant to calendar the progress of the refund made by their 3rd party processor to make sure that it is, in fact, done.  Until such time, this is an unresolved issue.
  
  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.

  
  

  
  

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

  Business Response

  Date: 04/08/2025

  
  I am not sure how to respond to *** ********* response and see that I do not have a chance either.  *** ******* filed a dispute with his credit card company as per Reg E of the Electronic Funds Transfer Act.  The merchant processor then reached out to us to see if this transaction was legit or fraudulent.  We indicated to the merchant professor that a refund was due back to the client.
  
  The timeframe and processing times are not something that we have any control over or influence, as *** ******* says we should.  We were compliant with the Reg E dispute and did everything we were required to do.  The timeframe and refund from the credit card company is something that we have no control over.  That is another business, not us.  
  
  Will this show as a negative score to Lewis & Grant; and if so I can provide you with every correspondence we had with the client and the merchant processor and ask that all that be published with the rest of the BBB complaint.  This will show that we were not at fault and worked with the appropriate parties for a resolution.  We do understand the frustration of the processing times, but that is not Lewis & Grant and we do not want a negative score when it is at no fault of our own.
  
  Regards,
  
  William J. Lewis
  Lewis & Grant Auctions
  Chief Business Officer
  Auction House Operator License Number: ******
  Fine Arms & Armor | Native American & Western Art | American History | Fine & Decorative Art
  111 Beech Street
  Newport, Kentucky 41071

  Customer Answer

  Date: 04/08/2025

  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. In the future, I suggest the company take a more timely & proactive interest in resolving customer problems.  This would have precluded involving a credit card dispute and prolonging the inevitable result.
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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 item in one of their auctions and was charged for the item. It has been 4 weeks since a shipping label was created and they have not shipped my item. I have contacted them 3 times by phone an either was ignored or hung up on. I have contacted them on email where it was promised to be shipped 01/03/2024 but was not and have had 2 emails after that ignored. I was charged $72 for 2day shipping and has now been 4 weeks and still have not shipped my item.

  Business Response

  Date: 01/17/2024

  We appreciate these concerns and hopefully are working towards an amicable resolution.  We are an auction company that hosts several auctions a year and are shipping lots on a daily basis.  Unlike many of our competitors, we do offer in house shipping, and have a standard time frame of 10 business days from the time of clear payment, contingent on the type of item we are shipping.  Winning lots are shipped on a first paid first out basis and more importantly packed accordingly.  This can be a difficult process due to the nature of items we ship such as firearms, which can take more time.  Firearms are overseen both on the federal and state level.  Different states require certain shipping standards and approvals.  We are compliant to those standards which do require additional research.  For example, the state of ********** requires us to send an approval via the ********** State Department of Justice.  The state of *** ****** has very strict regulations pertaining to handguns that we have to comply with such as weight requirements and magazine capacities, etc..  We are required to send this item to a Federal Firearms License holder.  Also, during this process we had the holiday season in which Lewis & Grant Auctions, a small business, rewarded our hardworking team with an extended vacation to spend the holidays with their families.  We do own up to the slight delay, which most of our clientele understood and appreciated.  Upon ******* dissatisfaction, we made an additional trip to a ***** facility to get his item shipped to his Federal Firearms License holder.  Attached is the receipt from the ***** and the tracking information.  This item was deliveredto the Federal Firearms License holder and awaiting ***** to pick up and have the federal background check conducted.  Please let us know if there is additional information you may need.

• Initial Complaint

  Date:08/15/2023

  Type:Order 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.

  Lewis and Grant had photos of this lot that did not show a major crack to the marble base.Lewis & Grant failed to accurately reveal damage to a 10 inch round marble base and admitted as much in an email. They seemed to be open at first to some sort of compensation,and I said I would search for a replacement. I finally found one at the lowest cost I could, and offered to pay for drilling holes to it myself. They then said their insurance would not cover it. I tried to compromise reasonably and said at the least remit the mailing charges and the buyer's premium to them. This was significantly less than what it would cost to replace the base. I have contacted Live Auctioneers for help and have not yet heard back. Is there no honor at Lewis & Grant? They now offer to pay to have it shipped back and resell it. If they do, they will either take a loss or will themselves replace the base and resell. I want the piece and now have spent time and energy on it. Of course, my time means nothing. So I am waiting for Live Auctioneers to help. And I am waiting for Grant, the person who has been emailing me, to be honorable.

  Business Response

  Date: 08/14/2023

  This was sent to the wrong company I am Lewis Auction Company in ************* **.   Lewis & Grant is a auction company in Newport KY.  I have never done business with ***** *****.  I have even called ***** to verify that the company he purchased from was Lewis & Grant in Newport KY.  PLease correct this.