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:12/27/2023

  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.

  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

  Date: 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

  Date:12/21/2023

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/20/2023

  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 ordered an item and never received proof of authentication

  

  Business Response

  Date: 12/21/2023

  Hello,

   

  I am sorry to see that your item arrived without the advertised hologram. We do see that you contacted us via email and that our representative is working with you on the different options available. In the future, if an item arrives with issues, please contact us at *******************************.

  Customer Answer

  Date: 01/02/2024

  
  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,
  
  Jeseth ******
  
   
  

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was bidding onlne for some of their merch. I was told i lost the bids. ALL OF THEM. 3 or 4 days later a huge list of things was sent to me. Some of it i bid and some of it i didnt. I was told these that these were the things my bids won but was already told i had lost 3 days earlier.all my bida so It red flagged me and i immediately emailed the company trying to resolve this issue. One ever got back with me and i sent numerous emails to them. I want them to leave me and my credit/debit card alone.

  

  Business Response

  Date: 12/20/2023

  We have been able to identify the customer made the bids on all items on their account as the ** address used to create the account matches the ** address on all the items bib on/won. 
  

  The customer did send 2 emails which were responded to in a timely manner.  The customer has a total of 23 items they bid on all with the same ** address and failed to make payment for any of the items.  At this point, the customer is no longer able to bid on our site due to the unpaid restocking fees associated, which we will not remove as the customer is responsible.  Heres our ****************** policy to reference our payment policies *********************************************************************;

• Initial Complaint

  Date:11/13/2023

  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 ordered an autograph Jersey from them. It came in and it had 2 stains on it which makes it worthless. The item was not listed flawed which for sports memorabilia thats what it would normally be described as. I contacted them and was told oh well. These guys are scammers

  

  Business Response

  Date: 11/13/2023

  The item was photographed with the stains and the customer still bid on the item and ultimately won.  When the customer reached out we made him aware the stains were in the photos, it also clearly states in the listing this verbiage: Due to the uniqueness of each item, please refer to the photos provided in this auction. We offer high resolution images of each item rather than a written description of condition.
  
  If the item would have come not as listed we would have gladly issued a refund, but since it was disclosed the buyer did not do their due diligence in reviewing the item.  Our customer service team also responded to the customer at 7:57 am today (11/13) offering a $25 partial credit and keeping the item, to which we have not received a response from the customer.  

  Customer Answer

  Date: 11/13/2023

  they did not list in the description or the title that it had stained. Every sports memorabilia auction house out there will list the item as flawed, this is a deceptive practice by this company and by the looks of the complaints on BBB they have A lot of problems from a lot  of people.  They put tiny little photos up to hide the stains. How can you be a legit sports memorabilia auction house and not list it as flawed. I do a lot of business in the sports memorabilia world and have never come across such a shady company. And then you offer a measly $25 back, the item is worthless with stains, if I have to keep the item I will be throwing it in the trash. Condition is everything in the sports memorabilia world. This is pure shady business tactics, look at the listing below, does it say stains?

   

  Pro Player jersey with everything sewn on, size XL. Hand-signed by *************************** (Colorado Avalanche).
  The autograph includes an official ************************************** serially numbered hologram for authenticity purposes.
  
  Authentication: ******* Hologram

  

  Business Response

  Date: 11/14/2023

  Below is the entire listing, which it does advise to look at the pictures as opposed to a written description.  This item came in the condition it was listed.  This is the second time in almost a month you have purchased jersey's with a stain that were both photographed and the last one it was written in the description.  Then reach out trying to get a refund or some sort of credit.  We have it shown, you need to do your due diligence when reviewing items you are bidding on, if you do not want purchase an item that has imperfections when shown, then we suggest to not bid on them. 

  Pro Player jersey with everything sewn on, size XL. Hand-signed by *************************** (Colorado Avalanche).
  

  The autograph includes an official ************************************** serially numbered hologram for authenticity purposes.
  
  Authentication: ******* Hologram

  Due to the uniqueness of each item, please refer to the photos provided in this auction. We offer high resolution images of each item rather than a written description of condition.

   

  Customer Answer

  Date: 11/15/2023

  you put that generic message into every listing but by not listing it in the title or the description it is deceptive and you guys know that and thats why you dont list it, what other reason would you not list it because you are trying to hide a poor quality item. If you were a stand up company and not a c+ on here then you would take the jersey back and offer a refund. But you wont because you know you sell stained junk and dont want the stained junk back because it is worthless. 

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bid on an autographed *********************** Jersey ******* certified, was told I won a jersey that said "wild thing" rather than ****** on the back. I contacted prestine informing them it was not acceptable and removed ALL financial information from their site, meaning I denied ANY authorization. I even offered them to just exchange it for the correct jersey which would have been fine, but they then stole my credit card information off an old invoice and charged me the full ****** for garbage nobody wants. This is credit card fraud as I NEVER AUTHORIZED this transaction and the only way they could have gotten my banking information was to steal it as I removed it a week prior from their website.I'm not listing amount I paid the business as I didn't pay them, they STOLE the money

  

  Business Response

  Date: 11/13/2023

  The customer made bids on an item and won, per our policy 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 in regard to payment **************************************************************** .  
  
  The item the customer bid on and ultimately won was clearly depicted with photos and a description.  

• Initial Complaint

  Date:10/31/2023

  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.

  On July 7, 2022, I won an auction for an ********************* autographed New York hockey jersey and paid a total of $142.31 including shipping. I recently became aware that the number listed on the certificate of authenticity is not actually registered with *********************** ************** ****** I sent a email to Pristine Auction on October 3, 2023 informing them there is no record of the certification number H47837 on the *** website. I have since sent numerous emails following up with no reply. I find this in acceptable and would like a full refund as this is a fraudulent certificate of ************** and false advertising.

  

  Business Response

  Date: 11/06/2023

  We are communicating with the customer and will be issuing a full refund and return of the item once we have confirmed the buyers mailing address.  Due to the age of the transaction, we are unable to issue a refund to the original payment method.  

• Initial Complaint

  Date:10/23/2023

  Type:Order 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.

  Won a ******************* autographed Career Highlight Stat Jersey. Website description of the auction item I won states this: Custom jersey with everything sewn on, size XL. Hand-signed by ******************* (HOF). *********************** career highlights have been custom stitched onto the back of the jersey below the reverse numbers.The jersey I received was a signed jersey without the custom stitching of the stats. Every attempt to correct this issue, has been ignored. All I am asking for is for them to send me the correct item. My concerns has been ignored and they would rather send me a partial refund of $40 than send me the correct item.

  

  Business Response

  Date: 10/24/2023

  Hello ****,

  Thank you for being a customer! 

  After reviewing your communication with our customer service team we have offered the only 2 solutions we have, as there isnt a jersey as described as this was a listing error. While we understand this is disappointing, we are offering the only solutions available to rectify the situation.   

  The options are:
  1. Keep the jersey and we will issue you a $40 partial refund.

  2. We can provide you with a return label and you return the jersey for a full refund.

  Please let us know how you would like to proceed so we can take care of the issue for you. 
  
  Thank you,

• Initial Complaint

  Date:10/21/2023

  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.

  I recently purchased a OKAUTHENTICS Audible Football Jersey Mystery Box Series I. In the description, it has a list of players and it clearly states you are guaranteed to receive a jersey of someone on this list. This disclaimer is the reason I purchased the box. However, I did not receive a player on that list. Instead, I received a ******************* *** jersey. A player that is clearly not on the guaranteed list. This feels like false advertising. They advertised players you were GUARANTEED to get in this box and then sent one that was not on their guaranteed list. The lot number is #******* The invoice number is ******* Package # *******

  

  Business Response

  Date: 10/23/2023

  Hello *******,
  
  A member of our customer service team will be responding to your request today to issue a full refund and provide a return label for you to return the jersey. As it clearly was not one of *********** listed in the description for the mystery box.  
  
  In the future if you would please allow our customer service team time to respond to assist you with your matter. Thank you for being a customer! 

  Customer Answer

  Date: 10/23/2023

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

• Initial Complaint

  Date:10/04/2023

  Type:Billing 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 won an auction, saw my bank account was charged then refunded, and not long after I received an email that my auction had been forfeited and that I was charged a 30% restocking fee. When I reached out to customer support, they informed me that my billing address and shipping address did not match so my item was forfeited this has never been an issue at any other online service/store. They did not inform me of this or allow me to fix the simple mistake before forfeiting my item and charging my account the restocking fee. When I asked if I could please fix the addresses and still receive my item, ***** at customer support said "you were aware of our policies when you made an account" sure, that *** be the case, but why not allow me to fix the address, pay the money, and keep a customer? Instead, I will pay the $12 and never use Pristine Auction again. They just don't do good business.

  

  Business Response

  Date: 10/04/2023

  Hello ******,
  
  Your account was auto-charged after 7 days of the payment not being processed by you for the winning item, as outlined in our auction policy.  We understand your frustration at the transaction being declined by our payment processor due to the address mismatch and how our customer service team handled your request afterward.  We will be removing the $12.65 restocking fee that was applied to your account as a courtesy. 
  
  If you have any additional questions please feel free to contact us at *********************************

  Customer Answer

  Date: 10/07/2023

  
  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.

  Thank you sincerely for this resolution, Pristine Auction.

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