ComplaintsforPristine Auction

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This was the first time bidding on 5/27/24. I was bidding on multiple 10 minute auctions. I got so many emails and texts saying that I was outbid. I never got an email stating I won any of the auctions. I assumed I had lost the auction and continued to other auctions. Again, got tons of emails and text stating I was outbid, but not any that I had won. I finally got an email that I had won almost 8 hours later. I noticed that I have won over 1k in auctions. I would never had continued if I had got the emails that I won early on. I am attaching some of those emails. I know your cancellation policy, but this really was misleading. Please cancel these as I had no way of knowing that i won since it doesn't let you view the bids and no email. I bid on many platforms and this one is confusing, the delay is misleading. Please cancel and I will never bid again. I have sent two emails with no response. Time is critical as this needs to be resolved in under 6 days before payment is due. I have read that they will ignore emails, so this was my only other option.

  

  Business response

  05/29/2024

  The customer already reached out to our customer service team on 5/28 and as a one time courtesy the items were removed.  No additional action is needed

  Customer response

  05/30/2024

  
  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

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fees are ridiculous and this is a scam. I want them to remove my bidding access because I do not agree with the terms. It is unacceptable that I can bid 200 on something and end up paying up to 300 for that item. Absolutely horrible. Additionally they keep your payment info and authorize payments without your permission. Scam business watch out!

  

  Business response

  05/13/2024

  All fees are disclosed when signing up for an account in addition to being displayed again when placing a bid.  Our payment policy is also agreed to upon account creation if payment has not been made by day 7, the credit card and/or PayPal account on file *** automatically be charged for the auction invoice. Any method of payment that has been added to the account and/or used on the account in the past is eligible to be auto-charged for unpaid balances.   Here is a link to our site with additional information and policies regarding payment **********************************************************************; The customer currently has 2 outstanding items on their account that require payment also stated in our response to their email or auto charge or restocking fees will be applied.  We have removed their bidding access as per their request, payment will still be required. 

  Customer response

  05/14/2024

  Terrible, will not listen to me. My contract is void and they are taking my money without my permission. I am not legally bound to pay for anything and they are scam businesses. 

  

  Business response

  05/14/2024

  We have removed the items the customer bid on as a courtesy and removed all access to our site.  We suggest in the future reviewing user agreements prior to use as everything is clearly outlined in our user agreement  upon signing up for an account and again when ta bid is placed.  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I won a ******************* Funko Pop in an auction for $98.70 (LOT *******) after buyer fees the total was $115.48+ shipping. I received the Funko pop along with my other Lots on April 12,2024. The Funko Pop was supposed to be authenticated by ******** and ****. However, there was no hologram on the Funko Pop, nor did it come with a certificate. So at this point there is no way that I can verify that this item is authentic. Not having the authentication as promised by Pristine Auction defeats the purpose of the bid I placed. I emailed Pristine Auction and **** responded stating that she would email me shortly with a resolution, however she did not respond with the resolution. I honestly love collecting Funko pops so I would rather have it exchanged with a Funko pop of its kind that it actually authenticated by ********, **** or *******. Please help! I have spent over 1K USD in auctions with them, I am beyond shocked at this and I feel scammed.

  

  Business response

  04/15/2024

  We were made aware of this issue the same day as the complaint to BBB, please allow our customer service team time to look into your request and respond.  If you find the resolution is not suitable please feel free to leave the BBB complaint open/pending.  Thank you

  Customer response

  04/15/2024

  **** was kind enough to notify me that the hologram was covered up, and that I should remove the plastic and check the bottom of the box. This is great, because now I can verify that this is an authentic piece. However, with ******** I am suppose to receive a **** This is the second time with this company that I did not receive the **** I will forgive them this time, but Im definitely proceeding with caution and I would like to warn all users that these people WILL NOT provide a COA on most autographs.

  

  Business response

  04/16/2024

  Glad you were able to find the hologram. 

  Customer response

  04/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They stated that they will mail me a Certificate of Authenticity from ******** for the Funko pop. I 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

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an auction price knowing that there would be a 17% increase and adjusted my bid for that however, with all the extra and added fees and shipping that was ridiculously priced for a Funko pop is out of the question the cost of the product was $160 which is what I agreed on. The total that they want is $250 +2 1/2% fee to use a credit card which is the only way you can pay for something online. $100 in added fees is not appropriate and I will not be scammed into paying additional fees that I did not agree upon.

  

  Business response

  03/05/2024

  All fees are disclosed when signing up for account use please see our auction policy outlining associated fees **************************************************************** such as shipping and shipping insurance which are also stated in the listing based on location.  In addition, if the customer did not want to incur a 2.5% processing fee they could have opted to pay via ACH and avoid the fee. 
  
  
  Veribage from listing:
  The approximate shipping cost of this item is $x.xx standard and $ x** combined based on your account Ship To address.
  Although some items ship from approved vendors, all items are eligible for combined shipping rates. Insurance is added at checkout and is calculated at a rate of 1.5% of the order total.
  
  
  As a courtesy, we have removed the item from the customers cart and removed bidding access due to the customer not agreeing to the terms of use.  In addition, the customer made no attempts to contact us for assistance or clarity on fees. 

  Customer response

  03/05/2024

  
  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.
   I did reach out via email and was told the fee for shipping is what they charge. I don't feel that the full cost of buying was transparent. But I appreciate you canceling this bid and my account. 
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently purchased a $81 mystery box, received 3 cards not even combined total of $3.00. Not looking for a refund or credit cause I wont be buying anything from Pristine Auction again. Its a SCAM!!! I Will be posting and letting my card groups and sport memorabilia groups that have ****** plus members know to never buy from Pristine Auctions.

  

  Business response

  02/09/2024

  We are sorry to hear you did not like the items received in your mystery box.  The nature of mystery boxes is a ******, and they will not all be winners and sometimes you may receive more desirable items.  We do not put together the mystery boxes and do not know what is in the boxes as they are prepared and sealed by the consignor before being sent to us. If you feel there was a misrepresentation and you received players that were not stated in the listing,  as all of the names of the potential cards that can be received are named, we can take a look into it for you.  Otherwise, mystery boxes are nonrefundable.   Heres a link to the listing that states potential items/players that could be received ***************************************************************************************************************************************************************************************;

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased several jerseys from pristine auction. Two of the seven were defective with stains on the numbers very visible. I have sent several emails. Several pictures over almost 2 weeks now and no resolution. No real contact back from them. Just auto generated messages, that they were basically too busy to get back to me. I've also tried to call the contact phone number for customer service but there's never any answers and no way to leave a message. I would like a refund or replacement at their cost. Very poor customer service. Impossible to get any answers or any resolution.

  

  Business response

  01/09/2024

  Hello *****,
  
  We apologize for the lack of follow-up have received regarding your issue.  We have responded to your most recent email with a return label to send back both of the jerseys and a full refund has been issued for both items to the original payment method.  We have also issued a $25 credit to your account for future use.   Please respond to the email if anything additional is needed.  
  
  Thank you! 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/23/2023 $157.69 Invoice # ******* Shipment # ******* Purchase auction items from company. Tracking states items were not picked up by ***** Reached out to company on on 12/1/2023. on 12/5/2023, i reached out again and on 12/6, i received reply that an missing package investigation was filed with **** and it would take **** business days. Followed up numerous times since and have not received any update on investigation nor have i been offered a resolution or refund. They are ignoring messages on social media and have ignored my continued requests for resolution by email. As of 1/3/2024, I still don't have any answers and my requests for resolution are still being ignored.

  

  Business response

  01/04/2024

  We have responded to your email that you had opened with us and issued a refund for the invoice in question for the items you did not receive, in addition to a $25 credit to your account for future use.  We apologize for the lack of communication you received regarding this matter.   If there is anything additional you need assistance with please feel free to respond to the email.  Thank you! 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Won a bunch of items for 320 dollars and was automatically charged from my account. Its been paid for 6 days but the shipping is stuck on pending. *** reached out but no response. 320 for me is a lot of money and not knowing whats going on or if Ive been a scammed is very frustrating

  

  Business response

  12/29/2023

  Hello,

   

  It does appear that you paid for the invoice using ACH. This takes a minimum of 5 business days to settle before the invoice it cleared to ship. You can review our payment policies here: ****************************************************************

   

  The payment has now settled and the invoice is in the process of being shipped. Once it has shipped, you will receive an email with the tracking information. Thank you!

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I immediately notified Pristine that I bid $220 on a fake reprint by error, thinking it was authentic. They refused to retract the bid. Nobody bids that much money on a fake, and they know it. I want the bid retracted, and if they charge my account, I want the money refunded.

  

  Business response

  12/28/2023

  As stated in our user agreement, which every user acknowledges and agrees to upon creating an account with our platform, any bid placed is considered valid. We take great pride in upholding the integrity of our auction system, and allowing bid removal or cancellation would compromise the fairness and transparency that are fundamental to our platform.

  While we understand that there may be instances where users may wish to retract or cancel a bid, allowing such actions would create an environment where bids are not honored consistently, leading to a loss of trust and confidence in the auction process. To maintain the integrity of our platform and treat all users fairly, we are unable to remove or cancel bids once they have been placed. It is the customers responsibility to thoroughly review each item they are bidding on to ensure it is what they are looking for.

  Here is a link to our auction policies: ****************************************************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried only to win one auction and when i bid on the first item when it ended and didnt tell me i won and the winning price was a number about 2-3 dollars less than mine and this happened the next 3 times. Next thing i know i got a notification saying i had 4 items awaiting payment. I do not believe this is fair as the website did not tell me i was winning as i only wanted one item. I have sent many emails to pristine auction and have not gotten a single response and i have confirmed it was the right email. I also wanted to know when my card gets automatically charged in 7 days will it be the main total and the restocking fee or just the restocking fee. Even with that answer i do believe in my opinion that i should be helped and refunded at least some of the auctions i didnt want because of the websites flaw.

  

  Business response

  12/22/2023

  Hello,

   

  As an auction platform, it's important to note that the auction process involves commitments from both buyers and sellers and finalizing transactions is a crucial aspect of maintaining the integrity of the auction system. However, we are willing to work with buyers in most circumstances. We have a representative working on this currently and we will look into what resolutions we have available. Thank you!

  Customer response

  12/22/2023

  
  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. ↩