ComplaintsforPristine Auction

• Initial Complaint

  10/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered items on 9.2 and the items were sent out through ***** tracking number ************. It has been "sitting" in a warehouse in ********* ** since Sept 14th. I have reached out to pristine auction on 6 different occasions and also ***** 3 times...noonone will help me and they wont reverse the charge even though it states that it has not been delivered

  

  Business response

  10/12/2021

  We are so sorry you are experiencing some delays with your shipment, we did explain in previous communication that this known to happen with the carriers from time to time. However, we've asked our **************** Team to reach out directly to the carrier to resolve this issue. Our team will be in contact with you for next steps. 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a large amount of product. Awaited the arrival, and never received it. I filed a dispute with ***** then with my credit card company. I have a ring camera system and it never showed anything. Credit card company and ***** both weighed in my favor. Pristine denied it and sent me to collections. I tried to reason back and forth. They never tried helping. I showed proof of it not arriving and the dispute with ***** and credit card company and they did not want to even discuss options or even resend the product. Very upsetting and unprofessional. They told me 3 months again they would reach out again and never did. Now I receive a letter from collections due to their lack of care or lack of professionalism and ethics.

  

  Business response

  10/11/2021

  Weve previously explained that having an open dispute puts any assistance we are able to offer on hold. We were able to file an investigation with the carrier regarding the invoice and it was denied being that the items were in fact signed for. The ring video that was provided was not timestamped and therefore can not be confirmed as time of delivery. We will have further communication regarding this through our **************** Team. 

  Customer response

  10/11/2021

  I was not aware of the reason you guys havent replied in almost 2 months was because of this complaint I made within the last 24 hours. 
  

  I did email you guys back and yet have not received an email. 
  

  as I mentioned prior to, the name signed on the ***** drop off, was not a name or initial from anyone in my family or household. 
  

  because of the duration of time, after 60 days I do not have access to older footage on ring. 
  

  I was not trying to prolong this, but not being able to get product or even a respectable reply to work with me but to go to collections was not a fair move. 
  

  I understand the business side for you guys, but as a consumer this is a horrible experience. 
  

  if you look back at all my orders with you guys, Ive always paid and bought a lot. With no issues until this. 
  

  I want to be able to resolve this but this doesnt make sense. 
  

  please help me understand and help me resolve this with you guys. 

  

  Business response

  10/12/2021

  We understand and are in agreement that this needs to be resolved in the benefit of both parties. You will receive communication from our **************** Team regarding next steps. 

  Customer response

  10/13/2021

  we have still not come to a fair agreement. Since its been months, to get video recording is not physically possible.  I am still awaiting a fair response. 

  Customer response

  10/19/2021

  I am still awaiting a resolution that will benefit both parties. 

  

  Business response

  10/20/2021

  In previous communication here, you stated that you have both the carrier and credit card documentation that proves both sided with you, we are waiting for you to provide both documents before arranging a resolution. As we also filed a claim and were told by the carrier that this could not be looked into further due to the signature provided upon delivery. Please provide these documents to the Customer Service Representative who is assisting you via email. 

  Customer response

  10/25/2021

  originally when I spoke to ***** they sided with me, then after some time with no follow up with them and hearing back from pristine it overturned. 
  

  As I worked with my discover card, they also ruled on my favor after working with pristine and *****. 
  

  I have tried to reopen through ***** but ***** states its too old to go back to investigate. 
  

  which is a poor excuse since this has been dragged on for months and months. 
  

  I am trying to resolve the is one way or the other. 
  

  obviously either a reshipped to ensure I get the product, a refund, or something in between.  
  

  to have a $2k debt on something I have never received and waiting months now to have a collections claim 

  does not make sense. 
  

  I am willing to work out something if pristine is also willing. 
  

  thank you 

  

  Business response

  10/28/2021

  Being that we are an online consignment based auction house we do not have the inventory to support any type of replacement. Since there is a dispute on the invoice in question there isn't a refund that can be given, if funds have yet to be received we strongly suggest filing a dispute with your financial institution. We will contact the collections agency and have this pull however please keep in mind that this is being done this once and moving forward any issues with missing packages we will side with the carrier. Thank you for understanding and your patience while we sorted this out.  

  Customer response

  11/01/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*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. ↩