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:12/04/2024

  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 will start this by saying I have been a fairly loyal customer of this business since early 2020, and have had little to no issues that weren't easily resolved by speaking to customer service until today. I placed a bid on an item that was said to have a combined shipping cost of $1.50 and because I already had 2 items on hold to combine and had already paid $24.15 in shipping for those items. I figured why not, placed a bid and ended up winning the auction. The item was won on a bid for ***** so plus taxes and fees and the 1.50 shipping it would come out to $40.... well that was wishful thinking apparently as the 1.50 shipping charge was actually $30.20 bumping the price I will have to pay to ship 3 photos up to $52.85 and the total cost of my winning bid from roughly $40 to $69.51... I tried reaching out to customer service whos only real help was "pay for the order, If the shipping cost is wrong you'll get a credit on your account, but if you don't receive the credit you've been charged the correct amount". So basically tough luck, who cares what the shipping quote is or was, once you're locked in with a winning bid we can change the shipping cost to be whatever we want it to be and you'll just have to accept it. They offered me no further assistance.If the shipping quote on the item page was accurate I would not have bid on the item and it is incredibly deceptive to show one shipping price and then charge another that is 20x more expensive with the promise that I *might* get a credit on my account if they decide they charged too much. I don't want a credit on my account, a credit locks me in to spending more money with your company... I want to be charged the amount for shipping that the auction said I would be when I placed the bid.If an item is shown as 1.50 combined shipping when bidding is allowed that is what should be charged on the invoice. I have spent hundreds if not thousands with Pristine and am quite disappointed with this situation.

  

  Business Response

  Date: 12/05/2024

  We have removed the item from your cart as per your email, the invoice was never paid for the item so no refund is needed. 

  In addition you may want to hold of on placing any additional orders due to the Canada postal strike and us needing to use carriers whose rates are typically higher than USPS.  You are going to see higher shipping costs during this time. 

• Initial Complaint

  Date:11/23/2024

  Type:Service or Repair 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 got to start off saying i do like this auction house. Ive won quit a few things from them. Buyers premium may be a little high but theres some good stuff on there. I do have an outstanding Problem. I joined my first live auction (i did not know they do those) and the guy was auctioning off some goods sets of cards so i was interested. I was taking my chances but lost on what i wanted as i cant afford as big as the high rollers. Once i called it quites i tried swiping out of the app and because the auto generated bid option is so close to my home screen slide area it placed a $275 bid for a 2023 ****** ***** card. I had absolutely no intentions on bidding on that card especially for that price knowing i cant afford such a high number. And with my luck i win the bid coming out to a total of $322.49 after fees and shipping. I contacted customer support and i got told about the policy which i fully understand as i read it fully signing up, although the layout got the best of the buyer. Im not exactly sure how im going to afford it. In the respons email i got told "there is a cost involved that we are unable to recoup when bids are retracted or items go unpaid. Due to this, we are unable to remove any bids or items won." I didnt bother replying because they seemed pretty adamant on nk cancleing. I would pay the 30% restocking fee they said instead of automatically trying to charge my card occe the 7 days is up.

  

  Business Response

  Date: 11/25/2024

  As a courtesy we have removed the item from your cart and assessed the 30% restocking fee.  Thank you! 

  Customer Answer

  Date: 11/25/2024

  
  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,
  
  ******* ********
  
   
  

• Initial Complaint

  Date:08/31/2024

  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 won plenty of lots and paid easily. Won a lot with a *********************, jumbo relic card, a blaster and two cello packs. Tried to pay my lot at least 15 times and could not. I even canceled the card I have on the site and reentered it and it Told me unable to process. The crazy thing is I just paid my last lot which was a ********************* and a ******************* auto maybe 3 days prior on the same debit card. I kept trying to pay the lot and it kept saying unable to process. I reached out two times with emails and heard nothing back. Then they tried to sell me the same ***** party jumbo relic card on a second chance offer when I had it in my auction lot already. I really wanted that lot and those boxes. I would return to the site if I get my auction lot. No one has reached out to me to try to resolve this issue.

  

  Business Response

  Date: 09/03/2024

  We were able to reinstate 2 of the 3 auctions back to your account for payment, one of the items had already sold so we were unable to reinstate we removed the restocking fee for that item. 

• Initial Complaint

  Date:08/10/2024

  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 made a few purchases that was on the same ticket. I paid almost ****** in total for this single transaction of many that I have done. I took a day off work on the day it was supposed to arrive because I had to sign for my package. Later that day I checked the tracking number because I still havent received it and it showed delivered. I was ****** for a few reasons so I called them. They told me I had to wait a few days just in case it shows up. So I waited and waited and nothing ever came so I called back and the person on the phone said he would file a complaint with fed ex and someone will be in touch with me. I also filed a complaint as well with them because someone signed my name for me which is theft in my eyes. After a few weeks I never heard anything back so I called again and they told me to give the investigation another week or so then call back and if I still didnt get the package or a call they would process a refund or a replacement. So I waiting 2 more weeks and I call back and the gentleman this time told me he cant help me over the phone but he will email me shortly. It wasnt 2-3 minutes later I received an email stating there is nothing they can do because there policy is once it leaves them they have zero responsibility of the products and if they dont show up for any reason your out of the money and the product but its ok if I go spend more money on there site and chance I get the product. I have made a lot of purchases from this company and I have never had an issue until this one. I even made a purchase after this issue started because I thought they would make things right in the end. If I could figure out how to give them a 1 star rating I would and I will find out how. I believe someone should look into this company for possible fraud issues. How do I even know this package was even shipped even though I had a tracking number. They wont release my signature that was signed just my first and last name. I will be posting daily.

  

  Business Response

  Date: 08/12/2024

  The claim was denied by the carrier for tracking 275965949230 as it shows as delivered, which we made the customer aware of. As per our policy if tracking shows as delivered we will assist in filing a claim, however no refund will be issued if the claim is denied.  From our shipping policies which are agreed to by the customer each time a bid is placed and upon account creation.  If tracking shows as delivered, but the bidder is claiming they did not receive the package Pristine Auction will assist with filing a carrier claim, but WILL NOT issue a refund or replace the item(s) that shows delivered in the tracking information.  Link to the full policy *********************************************************************;

• Initial Complaint

  Date:08/10/2024

  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 bought this item on the 10 of August 2024. Whats funny is that when I proceeded to checkout they charged me the full amount and still says its unpaid. But they money is out of my bank. When you call they never answer anybody its all emails I really want my stuff because I work hard for that money.

  

  Business Response

  Date: 08/12/2024

  We do not show any paid invoices on your account, and no funds have been removed from your account, nor have items shipped.  We are showing you have 3 won lots *******, *******, and ******* all ending on 8/9/24 pending payment if payment is not made within 7 days of the auction ending we will auto-charge your account as per our payment policy **************************************************************** In addition the total of the 3 items does not amount to the amount you are claiming. In addition we have received no communication regarding this matter.  Thank you! 

• Initial Complaint

  Date:08/09/2024

  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.

  A bid was put in by my son whos under 18yo. Not understanding that its a official purchase without the a confirmation requested!!! Before The item was shipped, we tried cancelling it , no answer or help offered. Then *** charges 130$ extra!! This is all ridiculous. Please need a return authorization #, ship back and get fully refunded! Thank you for helping !

  

  Business Response

  Date: 08/12/2024

  When bids are placed from a trusted device as the user you are responsible for payment as stated in our user agreement.  If you want to ship the item back as a one-time courtesy we can process a refund for invoice *******, for which you will be responsible for shipping costs. A refund will be issued once we receive the item.  The item can be shipped back to:
  Pristine Auctions-Customer Service Returns
  *********************************************************************

  Customer Answer

  Date: 08/12/2024

  
  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,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/01/2024

  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.

  My 10 year old cousin was using my laptop which happened to be logged into my Pristine Auction without my knowledge and bought a ********************* Signed Bucks Custom Framed ***** ***** worth $240 dollars. The company doesn't have my address or billing information, but has emailed me for payment and I have explained the situation to them and they keep sending automated messages that they can't do anything to resolve this problem. I will want to them to resolve this fraudulent purchase made by someone under 10 years old and that someone under 18 can't buy items on there website and that it goes against their policies. The auction occurred on July 31st 2024. The company has offered no resolution and only replies in auto generated messages.

  

  Business Response

  Date: 08/02/2024

  There are no items on the customer's account awaiting payment.  No further action is needed. 

• Initial Complaint

  Date:07/09/2024

  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.

  Purchased this autographed jersey on 6/29/24 and was excited to frame this jersey with my many others that I have purchased through Pristine in the past month. The website states that this is a size XL jersey, but if you look at the attached picture next to my XL ****** jersey, this one is nowhere near a size XL. There are no tags in the ****** to show size either as shown in the other photos. I contacted customer support and showed them all of this information and he said due to company policy they could not do anything and said baseball and football jersey sizings are different. They are not as different as what is pictured here.

  

  Business Response

  Date: 07/10/2024

  We have already worked with the customer and provided a return label to return the item and will process a full refund once the item is received.  

• Initial Complaint

  Date:06/21/2024

  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'm going to be honest...it's a decent place to buy....but they don't hold you to your bid if someone doesn't pay...it's actually is better for them because they get paid 30% to put the items back, and you wait 14 days to get your card back....if you sell anything for 10 or less they get it all....if you sell for 20 they get 10...anything below 50 is 10 bucks...and when you get your card that wasn't paid for....which I have had 1 card go 3 times an it's going for number 4 soon....someone bought all my cards like 10 for 50...outbid people to win, than didn't pay, my cards get pushed back because they wait a week and instead of looking new it makes it look like it's been sitting...and im sure it's all in the small print. they can sell your coin 100 times and if they don't pay you dint get paid...it's a very smart business plan an besides the stuff they sell personally like mystery pokemon and others....I got tricked buying something called jersey fusion....I figured it was a card with a piece of jersey, nope. it's a under shirt...small print is 1 in 99...which the have 1000...so 10 out of 1000 or swatches and not jerseys...but selling on this site is a huge mistake...people want deals and they take way too much and don't hold people to there bids.the more I asked how could someone buy 10 of my cards 3 times an you guys are getting 30% everytime an my stuff gets pushed back....also i sent in baseball cards and had an order shipping for 15 bucks....they didn't post my cards...shipped my cards in a separate box and charged me another 11 bucks....it's the little things, do not sell on this site, if anything wait for deals and if you can't pay from what I have seen they don't care an nits better for them....super disappointed they don't hold people to bids...especially if they outbid others!!! trust me you don't wanna send them anything your not looking to lose money on, it's 33 just to get it back, depending on size...so I was around 700 if people paid...I'm not halfway

  

  Business Response

  Date: 06/24/2024

  
  We have a payment policy and do attempt to auto-charge the buyers to collect payment when possible, the 30% restocking fee is only applied if we are not successful in collecting payment.  Please see our buyer payment policy for further reference **********************************************************************;   We also would prefer for all auctions to be paid before the end of the 7-day timeline. 
  
  We do see that you have a few items pending sale with us, if you would like we can cancel those auctions and send you back your items since we do not seem like a good fit for your selling needs based on your comments.   You may reach out to our consignment team about how you would like to proceed ************************************** . 

• Initial Complaint

  Date:06/14/2024

  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.

  When I bid on the item I was assuming that all items contained inside were real items. I am now finding out that the jerseys *** not even be real and the only thing guaranteed as authentic is the signature on the jersey. I was under the assumption that the jersey would be an official jersey and do not want to receive anything that *** not be an official jersey. I would like to remove my bid on said jersey and have my access to the site removed. Although I have not won my bid yet I would like it to be removed. If you look at the picture logos are not even centered correctly

  

  Business Response

  Date: 06/14/2024

  Hello ****,

   

  It looks like you emailed us very early this morning and our representatives had not gotten a chance to resolve the situation before the complaint was filed with the BBB. Someone on our team will be reaching out so that we can resolve this situation with you. Thank you!