Complaints

This profile includes complaints for Bonhams Skinner's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bonhams Skinner

  274 Cedar Hill St Marlborough, MA 01752-3017

• 

  Bonhams Skinner

  63 Park Plz Boston, MA 02116-3925

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:09/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bonhams/Skinner described a painting as "both painting and frame in excellent, virtually new condition, ready to hang". Additionally, the photos on auction site did not indicate damage. Based on the condition report and the photos, I bid and won the item. But! When my shippers arrived to transport the item, they reported serious damage to the frame, as well as to the back of the painting. Shippers provided photos of the item coming out of the Bonham/Skinner warehouse in this poor condition. Shipping from ************* to ******** was $195. Upon receiving the painting I was shocked at how damaged the item really was.Contacted the auction house, and they offered a partial refund *only if* I returned the item to them (******** to *************) for at least another $195. (?!?!?)Auction house has stopped responding to emails. Will not provide a refund for their mistake.I'm seeking a full refund of the painting and buyers premium ($280.50), plus the amount I paid to have the item shipped to me ($195).The *screenshots* attached are the 3 photos provided in the auction listing, along with the full text of the auction listing. The *photos* attached are the actual condition photos, taken by my shipper at the Bonham's/Skinner warehouse. If there's any confusion on the sequence of events and/or the various photos, *please* reach out to me for an explanation.

  Customer Answer

  Date: 09/30/2024

  I have not heard from the business in response to my complaint. The contact person is Carly Babione in the Marlborough, MA office. 

• Initial Complaint

  Date:05/14/2024

  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.

  I sent an antique diamond ring to Bonhams Skinners last September for auction on the internet and it was finally sold in the middle of March. The fund was supposed to go sent to me in 30 days. I have emailed them 3 times and they still havent responded specifically to my emails. They have not given me a date for my sale of the ring.

  Business Response

  Date: 05/15/2024

  Hello ********, 

  I have spoken with our **************************** and they sent you and I the following email: 
  

  Dear ********************,
  
  Client # ******** **********************************
  
  Our check # ****** was mailed on April 25th for the platinum and diamond ring.  I understand you have not received it.
  
  It was mailed to:
  
  *********************************
  *************************************************************************************
  
  I confirm that check has not cleared our bank and am putting a stop payment order on it.
  
  Our new check will go out priority mail today, its tracking number is 9114 9999 4431 3511 0366 88
  
  Regards,
  
  *************************
  Staff Accountant Settlements
  Bonhams / Skinner
  Phone **************
  Fax **************

  We apologize for any gaps in communication, and we can't explain why the mail which was sent promptly did not reach you - We hope that this will satisfactorily resolve the issue without any further delays or mishaps. Please feel free to reach out to us anytime if you have any further concerns. 

  Thank you very much! 

• Initial Complaint

  Date:12/11/2023

  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.

  So I consigned an item in the July 2023 space auction the item sold and here it is December and I still can't get a direct answer on why I don't have my funds. I called numerous times and was told they were awaiting payment from the buyer. Well, after three months, not receiving the buyers payment, I requested they return the item back to me everyone I've spoken to over there assures me they will take care of it and get right back to me I've never had a return phone call from them, the worst **************** I've ever dealt with. Client no: ******** Auction reference: BOK23071LA - 29177Auction date: 08 Jul 2023 at 12:********************************************************************************+1 323 850 ****************************************************************** ************************************************************************************ ********** of ******** Affairs Auction House License No. *********** 1 of 2 Yours sincerely,*********************+1 323 436 ****************************************************** OF ********************************************************************* ************************************************************************************ ********** of ******** Affairs Auction House License No. *********** 2 of 2

  Business Response

  Date: 01/16/2024

  Dear ****************, 

  Our sincerest apologies for the delayed response. Please note that you have submitted your complaint to Bonhams Skinner in *************, which is a separate office from the department with whom you were working. We have notified Bonhams ***********, which is the correct location, company and department to handle your issue. You should expect to hear from someone from the Bonhams office shortly. 

  Thank you very much, 

  Business Response

  Date: 01/22/2024

  The item in question was promptly returned to them, and the associated fees were waived. There were no charges to waive, as this was a consignment, not a purchase. They did have consignor fees, which they had not paid, so waiving the fees was done as opposed to a refund as the client suggests. This was resolved on December 14, 2023.

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ So there were absolutely no consignor fees to be waived.  By them thinking they did me a favor believe me they did not. I tried to resolve this with them for six months after the auction end with repeated phone calls and emails that mostly went unanswered, or I was told they would take care of it and never did. I never expected to get this type of poor customer service from such a well-known auction company. All I can say is buyer beware
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:08/02/2023

  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 hope to settle on the amount of money at least of the original estimation given due to a misrepresentation of my items auctioned and for the insubordination of the auction house. The original email I received included an appraisers description of what my items are specifically and estimated about $2500. Apparently another less knowledgeable appraiser received the items and listed them for $500-$700 with a major description error of the plates. I attempted to reach them two times through email to edit the listing and have been disregarded with no response. I do believe this company is ridden with ethical compromise and this continues to be true after attempting to contact them again after the auction through email and phone message. The plates I auctioned were very rare and deserved an experts description of them to achieve an actual value which resulted as considerably less.

  Business Response

  Date: 08/08/2023

  Hello, 

  I have reviewed the original appraisal emails by Senior Specialist *****************, the head of the Department responsible for the actual auction, and the receipt/contract which includes our terms which was written by *************************, Senior appraiser and VP. The contract, estimates and terms were accepted by the consignor. 

  The items were listed in the auction exactly as promised per the receipt at an estimate of $500-700. Presale notices are emailed to consignors to review the catalog listings to ensure that the lots images and descriptions are accurate. The final hammer result exceeded even the high estimate at $1300. 

  Please let me know if there is any other additional information I can provide! 

  *************************;

  Client Services Supervisor for MA 

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Approximately 1 month ago, I, *****************************, requested a free evaluation of a Stradivarius violin from Bonhams Skinner; after being referred to Skinner Bonhams from an employee of another auction house. Skinner Bonhams displayed an advertisement on it's website for those interested in obtaining an evaluation for a potential sell of a musical instrument, and I received no response from Skinner until I called for an update yesterday afternoon. *******, a company auction representative, claims that Skinners' musical instrument department moved out of the state of Massachusetts, and they are unable to provide me with an evaluation.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Have been doing business with Skinner for 30 years. Just merged with autumn, I have paid for items and they are sitting in the warehouse because they require a photo ID before they will ship to me. I have no idea why a photo ID is required since they will never meet me in person and it is paid in full just like the thousands of transactions before it. I believe that this is somewhat dishonest. I have attempted to reach customer service as well as various managers at Skinner bottom and got no response