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:09/06/2023

  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 recently won a piece of furniture at an online auction run by this company. The company did not list the dimensions of it on the item description, save its height. When I arrived to pick up the item, it was far wider than would fit in my car. The company only provided a 6-hour pick-up window (12-6) on a weekday, so I arrived at 5:30, following my day of work. I could not locate anyone with a truck before 6pm to pick it up and they refused to accommodate another time or refund my money. They just kept saying, it said 6-feet fall, despite the fact that the height was not the issue. Thus, they have stolen my money.

  Business Response

  Date: 09/07/2023

  *** ********* took part in an online only auction we were having at an estate in Town and Country.  She came at 5:30 to pick her items up (pick up times are from Noon til 6, which is clearly listed).  When I showed her the cabinet, ( a large Curved Glass display cabinet that was listed over 6 feet), she said it will be too wide, I asked what she drove it was a mid sized SUV ( like a Subaru Outback, but I do not think it was that large).  *** ********* failed to mention in her original she showed up with no help to move the cabinet or any tools to do so.  She said she was gonna call a friend with a truck to help move it, when that friend didn't pan out, she started demanding accommodations for another pick up time or a refund. At no point did she reach out to check dimensions, either prior to bidding or pick up, she made the assumption that it was our fault it didn't fit in her car
  

  Customer Answer

  Date: 09/07/2023

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

  The company should have had the dimensions in the ad.  Based on the information they provided, I believed that it would fit in my vehicle and I could carry it.  I did not "demand" anything.  I asked if they were available today for a pick-up, they said no, so I asked what the options were.  They said there were none.  The gentleman was rude and repeated the item's height, which again, was not the issue.  I asked about a refund, if there was no way for me to take possession of the item and he refused.  I reiterated that I should not pay for something that I was not receiving, he insisted that he would not refund my money.
  
  Apparently now he is denigrating the fact that I am single person (brought no help) who works a more than full-time job (arrived at 5:30).  It was already an inconvenience to have to leave my job at 5pm as it was, due to this company's restrictive pick-up schedule.  I have bought items through other online auctions and pick-ups were on the weekend or with more flexibility.  This company clearly has no regard for its customers and it shows.  
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 09/11/2023

  The dimension of the furniture was listed as height only, at no time did
  the buyer inquire about additional dimensions to verify that it would
  fit in her vehicle  This could have been done before bidding or after
  winning the items.  A simple email or call could have rectified that
  issue,  The pick up times are clearly stated in the auction listing with
  the 6 hour window where we are available.  Her lack of planning does
  not become my problem to solve, she arrived ill prepared to move or
  transport the item she purchased and was adamant that special
  accommodations be made that were not available.  After 6 pm I no longer
  have access to the home, the keys are turned over to the estate.

  Customer Answer

  Date: 09/12/2023

  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  
  They still have my money and I do not have the item.  We do not need to continue going back and forth about the incident, but their responses are indicative of their attitudes on the day.  "Adamant"?  No.  I asked once.  They said no.  I moved on to asking about a refund.  I was not "adamant."  That just shows their rude and strident attitudes they had the entire time.  Even the woman checking me in denigrated other customers who were there to pick-up items and rolled her eyes about them to me.  Just incredibly rude, unprofessional people who apparently enjoy stealing.  There is nothing more to say.  There is nothing for me to "accept" in their response.  They failed to provide dimensions. They scheduled a terribly inconvenient pick-up day/time.  They have unprofessional people working for them.  End of story.  People should be forewarned about this company.
  
  
  
  Sincerely,
  
  
  ****** *********