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:01/25/2023

  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 recently purchased a jersey (Lot #*******) and it arrived today. However, upon inspection it turned out that it was a counterfeit jersey not made by ****** (as the photos show). The product code does not match the one on the shirt. Your website claimed that it was an ****** on-field style jersey, which was why I bought the item in the first place; I would not have bought the item if it had been clear that this is a replica item and not a legit shirt. The item is thus not as described, and I would like to make a return. It is deceptive marketing as the item is clearly not an authentic ****** item.

  

  Business Response

  Date: 01/26/2023

  Hello *****,
  
  Thank you for bringing this to our attention, we'll have this reviewed by our team and someone will be contact with you shortly. 

• Initial Complaint

  Date:01/23/2023

  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 apparently had won a bid on some stupid Friday the 13 mask and didnt want so I never personally went and paid for it on the site. **** took it to yourselves to take the payment from me! I never authorized this payment! I hope yall burn in h*** and I want my money back. Why I never paid for it I dont want it and its not even probably signed by him in the first place. What yall did was wrong! I hope karma closes yall down piece of shits!!!

  

  Business Response

  Date: 01/24/2023

  Hello *******,
  
  Upon creating an account with us every user has to review and agree to our ****************** policies. In those, it states that payment be made within 7 days. If payment has not been made within 7 days, our system will attempt to charge any valid of payment for the unpaid invoice. 
  
  If an invoice is left unpaid for 14 days, the invoice would forfeit and be assessed a 30% restocking fee. Our team will follow up with you shortly regarding this inquiry. 

  Customer Answer

  Date: 01/24/2023

  it was still an unauthorized payment! 
  

  I dont want the item! 
  

  I want a refund! 
  

  I will never use them again!!!! 

  

  Business Response

  Date: 01/24/2023

  It was not unauthorized by agreeing to our policies, the permission was given to proceed with our payment process. Again, our team will be in contact with you to resolve if we haven't already. 

• Initial Complaint

  Date:01/20/2023

  Type:Sales and Advertising 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 01/19/2023 an order I had placed with Pristine Auction stated it had arrived and was signed for by an *****. I found this very odd since we have no one with a first of last name of ***** within our entire company, let alone this location. I've have been told over and over by Pristine that they are charging me an additional fee to ensure that the *** driver obtains a physical signature to ensure my packages are received, yet here we are again. This is very, very frustrating to say the least. It's an absolute bummer that I spend hours upon hours waiting for the right auction item to come up, win it, only to have it somehow lost upon being delivered. I have lost out on so many ******************** due to this nonsense. And the worst part is this wasn't just one order, Pristine sent all three of my orders together, therefore I lost out on everything I had won and that was shipped. Pristine please resolve this matter ASAP. Here are the three invoice numbers associated with this lost/incorrectly delivered package. ******* , ******* , *******.

  

  Business Response

  Date: 01/23/2023

  We will completely work with this customer and come to a resolution with this issue. However, it should be noted that this customer's account cannot leave our facility without signature requirement on his packages. So there is an issue not with our system but with the carrier. Again, we will work with the customer to come to a resolution and he will hear from our team shortly. 

• Initial Complaint

  Date:01/18/2023

  Type:Delivery 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.

  Item received, not as described. Promised I would receive certain cards and I didnt get what was promised in the item/auction listing. Auction Listing details insist that purchase is as-is, there are no refunds and now I know why. The listings are highly inaccurate at best, outrageous fraud at worst

  

  Business Response

  Date: 01/19/2023

  We are a consignment based auction house and we do not produce mystery boxes. All mystery boxes offered on our site are produced by highly reputable third party companies. We always guarantee that mystery boxes will be delivered as represented. With the nature of a mystery box, not every one is going to be a big hit and price really doesn't come into play in terms of what was pulled from the box.

  Customer Answer

  Date: 01/19/2023

  
  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:01/16/2023

  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 won an auction on December 27th; it was for a *************************** signed album cover. It came with a certified hologram and one page letter that this item was authentic. After further review, this certificate number was not in the PSA/DNA database. I became suspicious that this autograph might be a forgery. I contacted top Beatle authenticators in the world and they all agreed this autograph was not authentic. I sent an image to an authentication company that Pristine uses, *******, and it came back not authentic. I was in contact with ******** the customer service supervisor and she said that this item would need to be authenticated in person in order to give me a refund on the item in question. I spent over $5,000.00 on this autograph. On January 15th I had this autograph examined in person by **** The price was $100.00. They in turn told me it was a forgery and the PSA/DNA letter and hologram were forgeries. The only problem is that *** does dot give you anything in writing and said they would be sending a letter in 4-8 weeks. If it was authentic, they would have put a sticker on the *** I let ******** know about this and she said she would need to see something in writing, even after I sent pictures of the ** to prove that no sticker was affixed, meaning it didn't pass authentication.Over the last three **************************** claimed that this signed ** was authentic and she showed this to two authenticators from ******* and **** She provided no proof that these two companies said the item was legitimate. I did my research on this fake PSA/ DNA certificate and found that this signed album was listed on numerous Websites including Amazon, Hollywood Collectibles, and other online dealers. I found the item was consigned to auction and the company that was selling this was ***********************. I called and after a few attempts I spoke with the owner, ****. He said he would have this looked at but never got back to me and didn't return my calls. Please refund.

  

  Business Response

  Date: 01/18/2023

  We complete understand that it can be alarming when the item won isn't reflected in the authentication's database however this is something we see from time to time. Our team has explained that we will get in contact with PSA to have this updated appropriately. Our representative will be in contact with an update shortly. 
  

  Customer Answer

  Date: 01/19/2023

  I had this signed LP examined in person by **** They told me the autograph is not authentic. Furthermore, they said the *** certification that you sent was a forgery. ***/DNA has no record of this authentication so there is no way that they will put it in their system.

  I'm waiting now for my letter from *** that denies the authenticity of this autograph. I have been told by Pristine that I will be able to receive a full refund once I have this letter. The letter I'm having expeditated and hopefully will be here in the next four weeks.  

  

  Business Response

  Date: 01/19/2023

  This will need to be resolved fully with our team as we've reviewed this item with one of the authentication companies we work closely with and they see no issue with this item. The original database can be updated to reflect the signatures on the item. 

  Customer Answer

  Date: 01/23/2023

  This item was not examined by any reputable in person autograph authentication company by Pristine. This album cover was dropped shipped from ***********************. I talked to the owner, ****, and he wasn't able to get it authenticated. You've provided no proof that this is authentic. I have has this examined in person by *** and it came back a fake. I'm waiting on the letter in this can takes weeks. I have also had this authenticated by the leading **************** business in the World and they had their examiners said it was not authentic. The company is Tracks **. I have also had this examined by an associate of the top Beatles examiner in the world, *************************. It came back not authentic. I don't understand why a company won't refund my purchase. I'm pretty new to your site, but I have already seen seem strange things. I saw the same ********************* autograph that was listed in a weekly auction for four weeks in a row. I have seen an original ***************** from the ********************* show listed twice. These auctions had no reserve price. I have observed this from the very limited time I have been on your site. I think it's a very poor decision to not admit that an autograph is fake. You sell thousand of items. This autograph will never be deemed authentic by any reputable company. I guess I will have to wait for my letter to arrive. This is very frustrating and an embarrassment to your company. Do the correct thing and refund my money and all the money I've spent to deem this autograph and PSA DNA certificate that was provided are forgeries.

• Initial Complaint

  Date:01/12/2023

  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.

  My complaint against Pristine Auction is that I have paid for an item they are refusing to ship. Their policy is that they will ship a purchased item within **** business days and I purchased this item on December 29th of 2022. It is item # *******, lot # *******, invoice # *******. It is a Friday the 13th hockey mask signed by *******************. The other half of the invoice has been shipped and received by me, but for whatever reason they are refusing to ship the mask. I have no way of contacting them to speak to anyone!! They say they have a live chat option but it doesn't exist. I cannot find it anywhere on the website. My numerous emails have gone unanswered and I'm beyond frustrated with it. I paid $19.05 for the item and I want the company to either refund my money or issue credits in that amount. Thank you for any help you can offer.

  

  Business Response

  Date: 01/14/2023

  We are so sorry for the delay in response our teams are working hard to get caught up within our advertised time frames. It looks like our team was able to get you taken care of. 

  Customer Answer

  Date: 01/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be acceptable. I have already received the items promised and consider the matter restored. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service 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.

  Where do I start. I have bought previously within the last month. I have spent about 3k so far and I am currently waiting on a refund which is in the works I suppose. I am currently waiting on items to ship from Dec 29th. 3-5 business days is out of that time frame now I believe. I also have no records of my invoice they cannot be found. I have already paid for them and now they have no records of them. I also have sent emails Friday, Tuesday and today and have yet to hear back on the multiple issues. I am asking for full refund of all the items I have not received and will not be purchasing the ones I have won. I also refuse to pay the restocking fee solely due to not ever receiving my products. Invoice #******* & #*******. I am also now being triple charged in the same paid invoice.

  

  Business Response

  Date: 01/14/2023

  We sincerely apologize for the delay in both our service team's response and our shipping team. Our teams are working hard to get caught up to our advertised timeframes. Our service team will be in response with you shortly to get all your invoices in order. 

  Customer Answer

  Date: 01/14/2023

  This invoices are two weeks old. It is way past shipping time frames and I am being triple charged on pod invoices. I have yet to hear on my refund. This is unacceptable and will still be requesting full refund of all paid I shipped items as well as no restocking fees and will not being paying for my items currently won. 

  

  Business Response

  Date: 01/17/2023

  There was a break down given to the customer has to why there are adjustments on his account, these aren't triple charges. The payments are amounts owed due to the invoices being declined in payment by their finanical institution. 

  Customer Answer

  Date: 01/17/2023

  ok, well I have multiple Zendesk ticket submitted with you guys with all the proof. I also have emails of shipping a day after the complaint was made. I found that extremely funny that it took two weeks prior to the complaint. Regardless. I have proof of double payment. I have all the paper trails. Id like my refund please. Heard something about a week ago still heard nothing more. We can play run around all day but i know whats right and wrong. I work in the shipping industry. Much bigger than yours and we never have issues when it comes to OTS. 

• Initial Complaint

  Date:01/10/2023

  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.

  Why can I not login ? I enter correct username and password and it just sends back to home page will not allow me to log in at all , I have even changed my password this did not help Ive won an auction but cant pay because yall wont let me log in

  

  Business Response

  Date: 01/11/2023

  Our service team will be in contact with you shortly to assist you in this matter. 
  
  We appreciate your patience and cooperation at this time!

• Initial Complaint

  Date:01/08/2023

  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 ordered a jersey to be framed on 12/25. I was told it would take 3-5 business days to ship. I have emailed them multiple times for updates with no response after 9 business days. The order total is $300+.

  

  Business Response

  Date: 01/09/2023

  Our Service Team is working diligently to get to every inquiry however we are currently behind. Being that today is the 10th business day for your order one of our team members will be in contact shortly with details for options to resolve the issue. Our framing time frame is 8 to 10 day business days rather than the typical item time frame of 3 to 5 business days.  
  
  We appreciate your patience as we work to complete your order!

• Initial Complaint

  Date:01/05/2023

  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 had my account hacked by an individual after a substantial amount of purchases had been made on my credit card. These charges were not placed by myself, the only card holder and was tracked to an IP address somewhere in *********. These charges have accumulated in excess of $12,000.00 Dollars. I filed a fraud claim with the bank and they cannot reverse the charges until the merchant excepts the items back. The bank has made a determination of fraudulent activity but wont reverse until items are returned. This is an auction company and stated returning the items would compromise their business even in the case of fraud. I received a great deal of the items that were delivered to my doorstep and still have possession of these items some unopened. I was notified that the individual that placed these ordered was unable to divert or change the shipping address hence the reason I received them. Pristine auction does only email correspondence and on their own time I might add. Im absolutely shocked that they cant nor will they take items in confirmed cases of fraud. That is poor business practice and terrible customer service. I am now in a financial burden due to this individual and the company Pristine Auction. The minimum payment is $3000.00 on this credit card and as a single dad of three children I cannot nor could I ever afford these ridiculous charges. Please refund my money so I can return the items and move on from this awful experience. I will never nor anyone I know, ever do business with Pristine Auction Company. Thank you in advance.

  

  Business Response

  Date: 01/06/2023

  Our Service Team reviewed the customer's account and have no reason to believe that there is any fraudulent activity had on the account and the purchases are not eligible for a refund.