Complaints

This profile includes complaints for BidFTA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  BidFTA

  7660 School Rd Cincinnati, OH 45249-1528

• 

  BidFTA

  8485 Broadwell Rd Newtown, OH 45244-1644

• 

  BidFTA

  54 E 11th Street Newport, KY 41071

• 

  BidFTA

  6401 Colerain Ave Cincinnati, OH 45239

• 

  BidFTA

  2224 Waycross Rd Cincinnati, OH 45240

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:02/17/2023

  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.

  Purchased a item from the site that was Marked 'Appears New'. Clearly when I picked it up, it was a open box item. The warehouse manager without a doubt agreed, apologized and offered a partial refund if I would still except the item.
  
  With his offer of the refund I did accept the item. After a few days went by the refund reflected on my account at a much lower amount than the agreed apon amount.
  
  I reached out to the managers via the site, with no help I was told the warehouse manager agreed to the lesser amount that was refund, witch is false.
  
  
  They should have people sign off on agreed amounts with instances like this rather than just take the word of their employee.

  Business Response

  Date: 02/18/2023

  Mr. ******** emailed in advising that he was to be given a partial refund of $170.00 for a $371.00 item on auction but was only given a 15% refund on the item resulting in a $70.00 refund.
  The warehouse manager was contacted and advised that the partial refund agreed to was 15%, that he would never refund that large amount and would instead refund the complete item. 
  Perhaps Mr. ******** misunderstood, but 15% is the amount that was agreed to for a partial refund.
  Our typical partial refund policy is 10%.  Some warehouses may do a little higher, but any more of a discount than that and we can refund it in full and just re-lot and re-sell it. 
  Attached is the email from Mr. ********* the email message with the Warehouse Manager and the refund receipt showing the refund amount on the bottom of the page.
  
  

• Initial Complaint

  Date:01/25/2023

  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 have shopped here for years. Many times, items are missing, and I request a refund if the items aren't found. Well, today I get an $86 charge for items that were missing that I supposedly picked up. I did not. These go all the way back to 1/2022. When the items aren't found, the company is given two days to find the item. When the item ISN'T found, you are given a refund. This happens quite often because our items are rarely found. NOW suddenly I am charged for my lost items that weren't picked up?? That means they were LOST!!!!! I did NOT pick these up and my card was charged with no notification. I am about fed-up with this. I spend thousands of dollars here per year. This is absolutely unacceptable!
  I have ZERO emails stating the items were located, because they weren't! I tried to email support to get documentation, but the email bounced back to me.

  Business Response

  Date: 02/01/2023

  When a bidder’s item is missing at the warehouse, they will report it to the removal staff and it will be marked down as “Missing” in the pick up program.  The Warehouse Staff will then have 4 business days to find the item and mark it as “Found”.  When irt has been found, an email is sent to the bidder so they can pick up the item. 
  If the item is not located, it will be automatically submitted for a refund by our system.  It takes refunds 3-5 business days to process once they have been submitted.  
  What our IT Dept. discovered recently is that several bidders had reported their items as missing, but then found them later and they were checked out.  The items were not marked as “Found” in the system, so they ended up being automatically refunded to the bidders.  They ended up with the items and the refund and did not contact us to report that.  
  Our IT Dept. has carefully researched each transaction.  Each bidder that was affected was sent a detailed email from our IT Dept. about what item(s) were picked up and were then re-charged.  
  
  *** ****** was re-charged for 11 items in 7 different auctions.  The email explaining the charges was sent to her email and it was opened 43 times.  
  Included is the email history for the BidFTA Refund Update email to *** ****** showing when the email was sent, received and opened by the bidder.  That email explains in detail the items that were picked up and the amounts of each charge.
  
  

• Initial Complaint

  Date:12/29/2022

  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 purchased an item labeled “ appears new“ “ Black massaging recliner“
  
  Upon getting the item home we realized that is not the item inside the box. The item we got is just a basic black recliner. No massaging features. We would not have bid nor purchase this item had not been a massage chair. I contacted the company and they told me that returns can only happen while at the store. Being listed an item that was appears new we didn’t feel it necessary to open the box and make sure that the correct item was inside. I believe this is false advertisement. The company refuses to fix the problem.

  Business Response

  Date: 01/10/2023

  We deal in secondary market items.  Secondary market means that items could come from customer returns, overstock, shelf pulls or display/floor models. We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.
  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.
  We use 4 different kinds of descriptions when lotting items: Brand New,  Appears New, Open Box (Please Use Preview, Unverified Condition) and Damaged.  The following are the definitions for each that are posted in the terms of our auctions:
  Condition of “Brand New”: Brand New items are new and unused merchandise. It may not be in its original packaging. They should perform as expected. If you pick up your item and it is not new, or does not work, you can return that item before you leave the pickup location. These items are guaranteed for functionality and completeness. A bidder must examine the item thoroughly when picking up. If the item is not brand new the bidder MUST report this at the warehouse prior to leaving the premises. Once the bidder has left the premises with the item, Fast Track It cannot issue any refund for issues arising with the item
  Condition notation of "Appears new": these are items that appear to be in a new condition or have never been used previously. These items are not tested for functionality or completeness -for items that are marked "appears new" a bidder must examine the item thoroughly when picking up. If the item does not appear new or unused or if there is an issue, the bidder MUST report this to 2MC Management, Inc. prior to leaving the premises. Once the bidder has left the premises with the item, 2MC Management, Inc. cannot issue any refund for issues arising with the item.
  Condition Notation of "Open Box" "Please Use Preview" or "Unverified Condition": Items marked "Open Box" "Please Use Preview" or "Unverified Condition" indicate that they could come from a multitude of circumstances - shelf pulls, overstock, returns. An open box item could be incomplete and has not been tested for functionality. Taking advantage of the listed inspection days is strongly recommended for these items. 2MC Management, Inc. cannot issue refunds on these items if there are issues arising.
  Condition notation of "Damaged": Items marked "Damaged" could be new or used, but are noted to have certain damage. If possible, items will have secondary photos that display the damage, but are not still not tested for completeness and functionality and could have more damage than found upon being inventoried by 2MC. 2MC Management, Inc. cannot issue refunds on these items.
  Being familiar with these terms is very important as to how the item’s condition is assessed.  They are also important to know because they tell whether or not the item can be refunded.  They are also required to be agreed to in order to receive a bidder number to participate in our auctions. 
  We understand that many people simply do not read the auction terms so we offer all bidders one, 1-time courtesy refund.  It’s kind of a “get out of jail free card”. So, if bidders place bids on an item, pick up and take it home without inspecting it and it’s damaged, they are given their courtesy refund and told that they need to be familiar with all of the auction terms going forward.  
  It gives us an opportunity to educate the bidder on how our auctions work.
  On 08/2022, *** ****** emailed in to Support to advise she placed a bid in the wrong location.  She was advised she would be refunded using her 1 time courtesy refund and to be sure to become familiar with the auction terms going forward.  
  On 12/2022, *** ****** emailed in to complain about only receiving ½ of a chair.  That it asn’t discovered until she opened the item at home.  
  She was advised that all items are to be inspected and any issues are to be discussed with the removal staff prior to leaving the location.  Because she had already used her 1 time courtesy refund, we could not assist her with another one.
  At some point, it is the bidder’s responsibility to read the terms that they are agreeing to and to become familiar with the item description definitions.  If *** ****** would have inspected the item at the location, they would have been able to assist him with a refund at that time. 
  How many refunds are we to allow bidders before they begin to follow our policies? We deal in returns.  Our lotters create auctions of over 100 items a day.  They do not have the time to closely inspect items they list, nor are they experts in the items they list.  Which is why we advise bidders they need to inspect their items.
  
  

  Customer Answer

  Date: 01/17/2023

  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

  I do not agree with the businesses response. Both of their points regarding my purchases are incorrect. My one time refund was years ago…on 8/21/2020. Not on 8/2022. My husband made a purchase in an entirely different state not realizing. I guess a refund again after 2.5 years is a too much to ask of this company.

   

  Also regarding the current issue with the chair. Their response is incorrect. I did not say that half the chair was missing. It is a completely different chair than it is supposed to be. It was advertised as a “appears new” massaging recliner chair. There is no massaging feature to it. It is a simple recliner chair. The problem we have is that the item was advertised incorrectly. I understand the risks we take with open box and appears new… but you don’t advertise something if you don’t know what it is! I wouldn’t sell something as a dishwasher if it’s an oven in the box. Regardless the company is a scam and obviously operates dishonestly. They lied about both “facts” about my history and the item I purchased. 
  

  We will never purchase with them again.

  .
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:11/28/2022

  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 bid on and won a pallet from BidFTA, *********** **. This was one of the second item I have bought from this company. I was stunned by the condition of the items in this pallet. They are advertised as shelf pulls or returns, so I understand that there is risk; however, these items were BEYOND used items. The ***** ***** was damaged beyond repair and doesn't work, the tools that were shown to be a dewalt bag with some sort of boxes inside ended up being mismatch HEAVILY USED, rusted tools. One even had the handle chewed off by a dog perhaps. I have attached pictures for reference on the shape of these items. Their policy on their website clearly states "Because we want our bidders to find great deals on great products and feel comforable with the system, we offer one courtesy refund to each of our bidders. This refund can be applied in any scenario, including those that typically do not fall within our refund policy". I tried on multiple occassions to reach the customer service phone line with no success. I had to ask over email (which is apparently their only form of communication according to one of the reps that I heard from) 4 times to be sent to a Supervisor.
  When I recieved a very abrupt answer from Jen, the Customer Service Manager, I was told that what they had written on their website did not apply; pallets were not included in this policy. How is something so CLEARLY stated written out on their website and not followed through by this company? The response, or lack thereof, has been as shocking as the condition of these items.

  Business Response

  Date: 11/30/2022

  ** ****** emailed in to ask for a refund for the pallet lot she purchased on auction **********.  
  She was advised that her item was a pallet lot and that due to the fact that there is no itemized list of items that go into a pallet lot, they are non-refundable.  
  We would have no way of knowing if there were items removed from the pallet before it was returned to the warehouse.  
  It was also marked as “Please use Preview”  
  The definition for please use preview is this- 
  Condition Notation of "Open Box", "Preview For Condition" or "See Description": Items
  marked "Open Box", "Preview For Condition" or "See Description" indicate that they could come
  from a multitude of circumstances - shelf pulls, overstock, returns. An open box item could be
  incomplete and has not been tested for functionality. Taking advantage of the listed inspection days
  is strongly recommended for these items. BidFTA.com cannot issue refunds on these items if there
  are issues arising.
  We are unable to assist *** ****** with a refund for her item.
  
  

  Customer Answer

  Date: 12/01/2022

  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.
  
  
  Regards,
  
  
  
  ****** ******

   

  As you will notice, their own attachment for this Courtesy Refund contains NO language referencing pallets as compared to "items", which they continue to state.  The Manager of the ********** location has confirmed that they do not allow preview days.  I have attached pictures that clearly show the condition of these items would not be considered shelf pulls or returns by a reasonable person.  At this juncture, I would like to AT LEAST make sure that they change their legally binding language on their website of this promised "Courtesy Refund".  This is extremely misleading.  If there is no resolution here I will seek further counsel in this matter, as I have been offered zero compensation for any of the items pictured.  I believe the company would be surprised with how easy this could be settled if they simply concentrated on customer service.  It's fairly easy to uphold a company's reputation by offering any sort of compensation or compassion.  Thank you.    

• Initial Complaint

  Date:10/27/2022

  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.

  BidFTA shorts orders for items and makes customer go to the back of the line after waiting hours for resolution.
  Business does not ho0nor **** tax exemption and illegally charges taxes.
  Business charges Premium fee tacked on to order. BidFTA charges a freight surcharge on items that are picked up by customers. BidFTA misrepresents items listing as like new.
  
  Broken and non working items are not refunded, or replaced.
  
  BidFTA.com gives a customer 4 days to pick up an item after it is purchased. waiting in line outdoors in the elements. They resell you items if you are not able to pick them up on a particular 4 set days. Then they resell the item again and again. There should be a law that a person has 30 days to pick up items they paid for.
  
  This company's practices are very deceptive and should be reviewed.
  
  Following is an invoice for items I did not receive. I waited in line for over an hour twice but had to leave for work. Once outside in the rain when I was sick. then was at work. Then the items were sold to someone else and no refund was available.

  Items are described as look new. BidFTA should inspect the item properly and make sure all the parts are there before advertising as looks new. > Nov 10, 2022, 17:25 EST >***** ******** wrote: > This item is missing all the the critical (pipe and bar connectors) parts to assemble it. It is useless without these pieces. Can I please return it and or get a refund. I buy lots of stuff and I can fix most of the stuff that is broken which is probably 65%, but this is not at all usable and I paid a lot for it. > > Name: ***** ******* > Company: BidFTA.com > Bidder Company: Retired > Phone #: > Address* *** ***** ****** *, > *********, **** ***** > Location: *** ***** ****** > *********, ** ***** > Bidder: ****** > Invoice Id: ******** > Auction: ********** > Transaction Id: *************************** > Date of Purchase: 11/7/2022 > Your request (******) has been updated. To add additional comments, reply to this email. > Support (BidFTA.com) >On 11/10/2022 5:29 PM, Support (BidFTA) wrote: > Nov 10, 2022, 17:29 EST > Please understand that it is extremely important to inspect your item before checkout, so the removal staff can assist you with any issue before you leave. Our policy is that once an item has left the warehouse, the bidder agrees to the sale, and we do not allow returns or refunds after the sale is completed. > ***********, ********** and ********* are a 3rd party location and do not honor courtesy for the items being returned after they are checked out. > Deborah > Customer Support > BidFTA.com So you want customers to open every item, some with 50+ pieces and assemble them before leaving to find out if there are any missing pieces in the 8x10 foot waiting area with 3 to 5 other customers in there. Your staff at pickup locations would not even let you do that and it would take hours. But this is a great loophole for you company to steal money from people knowing this would be nearly impossible on assembly required items.
  
  

  Business Response

  Date: 11/11/2022

  *** ******* has listed a lot of things in his complaint.  Most of which could be answered if he would read the auction terms he agreed to in order to receive a bidder number.  
  We absolutely do honor tax exempt status in our auctions.  We cannot apply tax exempt retroactively.  We can only apply it from purchases after it is added to the account.  
  *** ******* sent in his tax exempt information on Oct. 25.  It was applied to his account 4 minutes after he sent it in.  He also listed 5 auctions that he has previously won and wanted the tax refunded from those.  It was explained to him that we cannot apply tax exempt retroactively.  
  
  *** ******* emailed in to complain about items on his latest auction.  Because it is a 3rd party location, they typically do not accept courtesy refunds.  He was initially told we could not assist him with a refund.  
  I have over-ridden that and sent *** ******* a courtesy refund email where he can return 1 item for a refund.  
  
  Most locations offer a 4 day removal, some locations offer a 2 day removal.  The removal days.times are posted on each auction.  If you are unable to make those removals, I would recommend not bidding on the auction.  It states clearly in the auction terms and on the receipts that we do not issue refunds for items not picked up on time. 
  
  I am attaching the email thread about the item issues, the tax exempt email and a copy of our auction terms that are to be read and agreed to in order to receive a bidder number.  I would recommend that *** ******* read through those again to become familiar with our policies.
  
  
  

• Initial Complaint

  Date:10/27/2022

  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 purchased an item from Bidfta (******* location in Cincinnati). The item was "Open box", which means it could be incomplete or broken per the company description (I've bought from hundred of auctions on the site, so I know what to expect). The item I purchased was supposed to be a ********** ******* Couch. What I actually received was a chair cushion insert, packaging foam, a manual for whatever was in the carton prior, and random nuts/bolts. The item was falsely identified. I was prepared for it to potentially be broken or incomplete, but it's not any part of the item. I reached out to their customer service just hours after leaving and getting the item home, and they refused to assist and stated I should have checked the carton before checking out, but they have signs all over the warehouse stating not to open the cartons before checkout.

  Business Response

  Date: 11/03/2022

  We deal in secondary market items.  Secondary market means that items could come from customer returns, overstock, shelf pulls or display/floor models. We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.
  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.
  
  We use 4 different kinds of descriptions when lotting items: Brand New,  Appears New, Open Box (Please Use Preview, Unverified Condition) and Damaged.  The following are the definitions for each that are posted in the terms of our auctions:
  
  Condition of “Brand New”: Brand New items are new and unused merchandise. It may not be in its original packaging. They should perform as expected. If you pick up your item and it is not new, or does not work, you can return that item before you leave the pickup location. These items are guaranteed for functionality and completeness. A bidder must examine the item thoroughly when picking up. If the item is not brand new the bidder MUST report this at the warehouse prior to leaving the premises. Once the bidder has left the premises with the item, Fast Track It cannot issue any refund for issues arising with the item
  
  Condition notation of "Appears new": these are items that appear to be in a new condition or have never been used previously. These items are not tested for functionality or completeness -for items that are marked "appears new" a bidder must examine the item thoroughly when picking up. If the item does not appear new or unused or if there is an issue, the bidder MUST report this to *** *********** **** prior to leaving the premises. Once the bidder has left the premises with the item, *** *********** **** cannot issue any refund for issues arising with the item.
  
  Condition Notation of "Open Box" "Please Use Preview" or "Unverified Condition": Items marked "Open Box" "Please Use Preview" or "Unverified Condition" indicate that they could come from a multitude of circumstances - shelf pulls, overstock, returns. An open box item could be incomplete and has not been tested for functionality. Taking advantage of the listed inspection days is strongly recommended for these items. *** *********** **** cannot issue refunds on these items if there are issues arising.
  
  Condition notation of "Damaged": Items marked "Damaged" could be new or used, but are noted to have certain damage. If possible, items will have secondary photos that display the damage, but are not still not tested for completeness and functionality and could have more damage than found upon being inventoried by 2MC. *** *********** **** cannot issue refunds on these items.
  
  Being familiar with these terms is very important as to how the item’s condition is assessed.  They are also important to know because they tell whether or not the item can be refunded.  They are also required to be agreed to in order to receive a bidder number to participate in our auctions. 
  
  We understand that many people simply do not read the auction terms so we offer all bidders one, 1-time courtesy refund.  It’s kind of a “get out of jail free card”. So, if bidders place bids on an item, pick up and take it home without inspecting it and it’s damaged, they are given their courtesy refund and told that they need to be familiar with all of the auction terms going forward.  
  It gives us an opportunity to educate the bidder on how our auctions work.
  
  On 10/29/19, *** ******* chatted in to Support to advise the item she picked up for auction ********** was incomplete.  She was responded to and sent back to the warehouse with permission to return it for a courtesy refund.  She was also advised the above information in the email and it was explained to her that he needs to be aware of the policies and be sure to inspect his items before leaving because each bidder is permitted only the one, 1-time courtesy refund. She ended up using her 1 time courtesy refund on an item in auction **********.
  
  On 6/19/21, *** ******* emailed in to complain about an  item from auction **********.   
  She was advised that because she had already used her 1 time courtesy refund that we would be unable to assist her with a refund for that item.  
  She then filed a BBB complaint- complaint #******** to complain about the item.  I went in and added another courtesy refund to her account and emailed her with instructions on how to return the item for a refund.  
  
  On Oct 26, she emailed again about an “Open Box” item issue and wanted a refund for it.  She was advised that because she has already been granted her courtesy refund, we would be unable to assist her with a refund.  She then proceeded to file this BBB complaint- It worked the first time, why not try again…
  
  At some point, it is the bidder’s responsibility to read the terms that they are agreeing to and to become familiar with the item description definitions.  
  How many refunds are we to allow bidders before they begin to follow our policies? We deal in returns.  Our lotters create auctions of over 100 items a day.  They do not have the time to closely inspect items they list, nor are they experts in the items they list.  Which is why we advise bidders they need to inspect their items. 
  
  It states clearly in our auction terms that all items are to be inspected and any issue needs to be discussed prior to the item leaving the warehouse.  Any signs about “Not opening boxes” would be in reference to opening them in the auction staging areas so that less theft can occur and also so you are out of the traffic flow.  Each warehouse has testing areas where bidders can inspect their items.  
  
  *** ******* claims to have purchased hundreds of items from our warehouses, has received 2 courtesy refunds- along with the information email- then she’s well aware of the inspection policy. We will not be refunding a 3rd courtesy refund for *** *******.
  
  Her initial BBB complaint/2nd courtesy refund is #********- the response program is not permitting me to attach it. 
  
  
  
  

  Customer Answer

  Date: 11/04/2022

  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.

   

  This company seems to have an issue with accountability. They simply disregard their false advertising and put the purchaser at fault. Just as the company provided a description of "Open Box", I had in my original complaint as well.  In their own terminology, they stated 'An open box item could be incomplete and has not been tested for functionality'. In my case, the item advertised did not exist. Nit aa single part of the item was in the carton, so the company lied about the product. This is not a case of ignorance. I understand the terms, and in no description does it state that the buyer could buy a random item. These aren't supposed to be mystery boxes. 

   

  The company's response referenced a past incident 10/29/19 where I bought an item and again had this same issue. Rather than address it then, they gave me their 'one time courtesy refund'. On 6/19/21, I had the same issue and let them know about an item mis-advertised. I believe in that situation, I had purchased what was advertised as a full adult bike and they tried to give me a bike intended for a toddler. Every one of these times, I reached out to the company immediately. They are attempting to make me out as a swindler, but if you'll notice, these incidents are years apart. 

   

  As I have said, I have purchased from hundreds of auctions and my bidder history on the site can prove that. I've spent thousands of dollars buying items, so I'm not sure why it would be believed I'm making anything up to cheat this company. Besides when something goes wrong, I've had positive experiences, but the company's customer service is lacking and something I have no issue voicing to as many people as I can on as many outlets as I can. 

   

  As far as the company's 'inspection policy', as I've stated, there's signage all around the warehouse stating not to open any cartons prior to check out. The way customers are supposed to "preview" items is with the pictures they provide. I have attached that picture. As you can see, the box is fully sealed.  Please also note, the item's description that was sold to me. The company lied about the product in the carton.  Asking for an item I never received is not wrong. A blatant lie about what is being sold is. 
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 11/11/2022

  *** ******* advised that she has bid on 100’s of our auctions.  Then she should be aware of the need to inspect items prior to leaving the warehouses.  
  It is listed all throughout the warehouses and listed in our auction terms that items need to be inspected prior to leaving the location.  
  *** ******* was advised of this for both Courtesy refunds she received.  
  We will not be authorizing yet another courtesy refund because she did not inspect her item. 
  We are not a retail store.  We auction returns.  We hide nothing about that fact.  Attached are the auction terms *** ******* agreed to in order to receive a bidder number.  If she feels she cannot follow our auction terms and would like to cancel her account, we can assist her with that.  She can email in to our Support Agents and they will assist her with that.
  
  

  Customer Answer

  Date: 11/23/2022

  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.

  
  

  
  

  1. The business is falsely advertising merchandise for sale. Whether or not the merchandise is second-hand as they stated, it is their responsibility to accurately list the item being sold.

  
  

  2. Their own "Open Box" policy states that the condition of the item hasnt been verified, it NEVER states that a customer has the potential to not receive ANY part of the item. There is a difference between potentially damaged and an item being non-existent.

  
  

  3. This business is impractical and uses a one time courtesy to "address" customer concerns. They even so rudely mentioned 2 past instance I had with them in the the past couple years. It's not impractical with the amount of I've purchased from them to have had 3 issues. I've had 3 issues over the course of 3-4 years (363 auctions)  and this company's service is so poor, they havent even tried for a resolution. Only dismissal.

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

  Business Response

  Date: 11/26/2022

  *** ******* advised that she has bid on 100’s of our auctions.  Then she should be aware of the need to inspect items prior to leaving the warehouses.  
  It is listed all throughout the warehouses and listed in our auction terms that items need to be inspected prior to leaving the location.  
  *** ******* was advised of this for both Courtesy refunds she received.  
  We will not be authorizing yet another courtesy refund because she did not inspect her item. 
  We are not a retail store.  We auction returns.  We hide nothing about that fact.  Attached are the auction terms *** ******* agreed to in order to receive a bidder number.  If she feels she cannot follow our auction terms and would like to cancel her account, we can assist her with that.  She can email in to our Support Agents and they will assist her with that.

  Customer Answer

  Date: 12/01/2022

  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.

   

  - The company admittedly will not address anything and they are standing behind their false advertising and defrauding of customers. I have provided the evidence I needed with pictures and even stating their own fine terms back to them, but they have no sense of  accountability. 

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

• Initial Complaint

  Date:10/21/2022

  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 had Covid and the company denied pickup and won’t issue a full refund .

  Business Response

  Date: 11/02/2022

  *** ******** emailed in advising she had Covid and wasn't permitted outdoors and did not pick up her item.  She was advised she could use her 1 time courtesy refund for a refund for her item.  Her response was that she was contacting the BBB. 

  She was asked what auction she was unable to pick up, she sent in a screenshot of it.  When the auction was pulled up, it showed that *** ******** had picked up the item from the warehouse.  The item was checked out, it was time stamped and a photo of her ID was taken when she picked it up.  

   

  Attached is the email thread, the receipt and the screenshots with the pick up information. 

   

  Customer Answer

  Date: 11/08/2022

  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.my husband was with me when I tried to pick it up . There is high schoolers working there and she marked it picked up because I showed up . I want a full refund . 
  
  
  Regards,
  
  
  
  ****** ********
  

• Initial Complaint

  Date:10/06/2022

  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 purchased several products from Bidfta on September 18 2022 to be picked up during there pick up day and hours of Tues-Friday 1pm-6pm. I arrived a little after 4 on September 20 2022 to pick up my items only for them not to be ready but not even picked. As time goes on I find out that you have to pick your own stuff because they are short staffed and everyone is blatantly ignoring customers and just walking away. I asked a staff member for help since I had never been here and it was first time, she looked at me raised an eyebrow and walked away not a word uttered. I have never been so embarrassed and belittled in my life.
  
  After 30 minutes another customer attempted to explain how it all worked but it made literally no sense. Nothing in that 100k square foot warehouse was organized in any way shape or form other then line of a sort. Its basically just dozens of rows stacked 6ft tall with all manners of boxes and all randomly there. There is no finding your piece in a million piece warehouse that you don't work at and don't have 5 hours of time spare sifting through thousands of boxes.
  
  I emailed support@bidfta in an attempt to remedy the situation only to get a cut and paste response, of so sorry we are short staffed you have to pick your own order and to show up earlier and bring friends more eyes help, Oh and if you can't find it by Monday we throw it away! This is insane, they are getting free warehouse work and want me to rope friends in to work for free.
  
  Please help me get my 150 bucks back or my product either one please.

  Business Response

  Date: 10/08/2022

  On 9/20, *** **** emailed in with a complaint about having to find and pick up his own auction items at our warehouse. 
  He was advised that we are a self-service warehouse and that our bidders find, pick and pull their own items when they come to pick up.  This apparently was explained to him at some point during his visit on the 20th, but he was apparently past the point of listening.  
  This information is also listed in our FAQs on the website along with helpful videos.  At no point is anything mentioned of items being pulled by our staff and given to the customers. We do not offer that service.
  He was responded to by a Support Agent with helpful pick up tips which were not appreciated, instead *** **** demanded we pull all of his items and hold them so he can arrive at the warehouse and pick them up. 
  After 5:00 on the 21st, I received an internal message from our Latonia Warehouse Manager advising that *** **** entered the warehouse,was very aggressive and attempted to leave with a box of items that wasn’t his and when an employee stepped in front of him to stop him from leaving, *** **** shoved them out of the way. Despite that, the Warehouse Manager still pulled and checked out all of *** ****** items for him.  
  At that point, the decision was made to turn off *** ****** bidder number and revoke his bidding privileges.  His email was responded to and he was advised of the fact that his number had been turned off.  
  *** ****** items were picked up by him on the 21st. There is nothing to refund.  
  I am including the receipt for the items in question, the email chain from *** ****, the internal message from the Warehouse Manager, along with the pick up proof, time stamp and photo of *** ****** ID when he picked up his items.  I am also including a screenshot of the pick up instructions on our website. 
  
  

• Initial Complaint

  Date:09/24/2022

  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 purchased a ******* TV at your *********, **** BidFTA location, and I come home with it and it doesn’t works! I’d like a refund please! I have attached my receipt.

  Business Response

  Date: 10/01/2022

  Our goal is for everyone to have an enjoyable experience using our website and to get some great deals as well.  In order to do that, you will want to familiarize yourself with our item descriptions and how items are lotted.  We deal in secondary market items.  Secondary market means, these could come from customer returns, overstock, shelf pulls or display/floor models. We have no way of knowing if a customer used the item prior to returning the item or if the supplier simply had too many and sold them to us as overstock.
  

  We state clearly in writing throughout the website, the terms and conditions and even signs in our warehouses that we do not test items, we do not assemble items, and we don’t verify part lists to confirm completeness.
  
  We use 6 different kinds of descriptions when lotting items:
  Brand New,  Appears New, Open Box, please Use Preview, Unverified Condition and Damaged.  The following are the definitions for each that are posted in the terms of our auctions:
  
  Condition of “Brand New”: Brand New items are new and unused merchandise. It may not be in its original packaging. They should perform as expected. If you pick up your item and it is not new, or does not work, you can return that item before you leave the pickup location. These items are guaranteed for functionality and completeness. A bidder must examine the item thoroughly when picking up. If the item is not brand new the bidder MUST report this at the warehouse prior to leaving the premises. Once the bidder has left the premises with the item, Fast Track It cannot issue any refund for issues arising with the item
  
  Condition notation of "Appears new": these are items that appear to be in a new condition or have never been used previously. These items are not tested for functionality or completeness -for items that are marked "appears new" a bidder must examine the item thoroughly when picking up. If the item does not appear new or unused or if there is an issue, the bidder MUST report this to 2MC Management, Inc. prior to leaving the premises. Once the bidder has left the premises with the item, 2MC Management, Inc. cannot issue any refund for issues arising with the item.  Keep in mind that an item can be listed as “Appears New” and still be incomplete if the parts available are in “Appears New” condition.
  
  *Condition Notation of "Open Box" "Please Use Preview" or "Unverified Condition": Items marked "Open Box" "Please Use Preview" or "Unverified Condition" indicate that they could come from a multitude of circumstances - shelf pulls, overstock, returns. These items could be incomplete and have not been tested for functionality. Taking advantage of the listed inspection days is strongly recommended for these items. 2MC Management, Inc. cannot issue refunds on these items if there are issues arising.
  
  Condition notation of "Damaged": Items marked "Damaged" could be new or used, but are noted to have certain damage. If possible, items will have secondary photos that display the damage, but are not still not tested for completeness and functionality and could have more damage than found upon being inventoried by 2MC. 2MC Management, Inc. cannot issue refunds on these items.
  Being familiar with these terms is very important as to how the item’s condition is assessed.  They are also important to know because they tell whether or not your item can be refunded.  
  
  You'll want to inspect all of your items prior to leaving the warehouse.  Plug them in, take them out of the boxes, see how they work.  If they are lotted as "Brand New” or “Appears new" and there are any issues, you can discuss a refund with the removal staff at that time.  
  

  However, if they are lotted as "Open Box", "Please Use Preview", “Unverified Condition” or "Damaged" and once they've left the premises, they are no longer eligible for a refund.
  We always recommend doing a little homework online for larger purchases.  Double check to see how many boxes the item should be in.  That way you'll know if your item is complete or not.  An item can be listed as “Appears New” and still be incomplete if the parts available are in “Appears New” condition.
  All of these terms are posted in every auction and must be agreed to in order to place a bid.
  
  Each bidder is permitted one,  1-time courtesy refund.  You can bring one item back in the original box with the colored lotting sticker on it, along with this email within the next week and tell them you have been advised to return your item for a courtesy refund.  They will inspect the item and submit you for it then.  They will be open Sat 10-4 and Sun 12-4.
  
  Going forward, you will want to inspect everything at the location and if there are any issues they will need to be discussed with the removal staff.  Once the item leaves the warehouse, it's ineligible for a refund.
  

  
  

• Initial Complaint

  Date:09/03/2022

  Type:Sales and Advertising 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 have bought many items from auction houses and this is the first time that when i told them that the picture and the description did not match the item that i was told it doesn’t matter. The person at “ customer service” said and quote the picture is a stock photo and the description is also so as long as the item isnt a crow bar we wont refund it. The sign clearly says no refunds if you pick up and leave the store and i didnt leave the store. I went straight to the service desk and showed them it wasnt even close to the item i bid on. I am contacting my attorney and am filing a false advertising and theft complaint if this isnt dealt with and have contacted my bank because i did not receive the item i paid for. The only way to deal with these companies is to make them accountable for dishonest sales practices. The first picture is what i was supposed to receive along with description and the picture on the floor is what i got.

  Business Response

  Date: 09/04/2022

  Our Support Agents have not received any correspondence from *** ****. 
  Had he emailed into [email protected] , we could have assisted him. 
  I have submitted him for a refund on that item.  He should see it in 3-5 business days.  
  He is welcome to dispose of the item as he sees fit. 
  Going forward, he will want to be aware of the auction terms and the item descriptions.  
  The description of “Please Use Preview” is defined as this in our auctions:
  Condition Notation of "Open Box" "Please Use Preview" or "Unverified Condition": Items marked "Open Box" "Please Use Preview" or "Unverified Condition" indicate that they could come from a multitude of circumstances - shelf pulls, overstock, returns. These items could be incomplete and have not been tested for functionality. Taking advantage of the listed inspection days is strongly recommended for these items. 2MC Management, Inc. cannot issue refunds on these items if there are issues arising.
  
  If he is unable to take advantage of the inspection days/times, then I would recommend only bidding on items marked as “Appears New”.  Those items are potentially eligible for refunds.
  
  

  Customer Answer

  Date: 09/04/2022

  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. 
  
  
  
  Regards,
  
  
  
  ***** ****
  I went to preview, I looked at box, box was open and item was in it. I bid on it , went to pick it up and item was different than what was in the box originally. I went to customer service and they didnt want to help even after explaining it to them. If I do everything you outlined in auction then I should not have to go to this extreme to get a $10 refund. Follow your own rules and become a better business, or go out of business. I dont care how much the items are worth, its the customer service that is lacking at the mansfield location on top of the missing items or switched items ( misrepresented items) even after going to the previews. I went to pick up auction again today and item was completely missing this time. In a week you wont find it (never do) and you will automatically give refund for the missing item but if item is totally different than description or picture than you make your customers jump through hoops… I dont understand but at least its taken care of.