ComplaintsforLiquidity Services Inc

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in regard to Auction# ********, Transaction #******* This auction was purchased on 7/18 and picked up on 7/27. Auction item description stated that the condition of these items were "customer returns and may have defects", there were a total of 10 dryer units. 2 of the units received were very clearly labeled "NON-FUNCTIONAL", which should be categorized as salvage units. Discrepancy was brought to the attention of Liquidation.com via a dispute filed 8/3. 8/4 I received a notice stating that I cannot be reimbursed for the non-functional units, since the auction description stated that they may have defects. However, defects and items labeled just plain "NON- FUNCTIONAL", are 2 different things and this is a very deceitful practice. They neglect to properly describe the condition and send salvage items in non salvage auctions. This is not my first time having issues with receiving complete TRASH vs. what was described, but the dispute dept usually makes it right with an amicable partial refund. This time around, they are blatantly refusing to refund for the SALVAGE items received.

  Business response

  08/15/2023

  We have received the customer's complaint, and appreciate the opportunity to respond. 

  Our site definition of RETURNS condition is listed as follows:

  "Reasons for returning a product may not have any correlation to its utility (i.e., size, color, model, etc.), and as a result may be in fine working order or non-functional. 
  The majority of returns, however, do have some operational and/or cosmetic problems. Depending on a company's return policy, these items may also reflect a measurable amount of use. In addition, since most of these items are sent through a reverse supply chain. (e.g. from a customer back to a store or a centralized warehouse), they can show signs of further handling.   Returns may not come in their original packaging and often do not have any of the advertised documentation or additional parts and/or accessories. Accordingly, returns can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing. 

  The auction lot purchased by the customer, plainly read in the conditions section: 

  "Condition Note:

  Customer returns are items that were returned by customers within 60 days of purchase but have not been inspected or repaired. Items classified under this condition may be either fully operational or defective. They also may exhibit minor cosmetic damage (scratches or dents) and/or show signs of use."

  The lot was listed properly as RETURNS condition, and outlined the items may be operational or defective.  Items listed in RETURNS condition may or may not be functional, and the lack of functionality does not deem an item to be in SALVAGE condition.  Repairs can be made to non-functional items to restore them to fully operational.  We have found the auction lot to have been listed properly as RETURNS condition, and the auction details plainly listed the items have not been inspected and may be defective.  Our Terms and Conditions require all bidders to acknowledge they have read and understand the condition of the merchandise provided in the Asset Information Section of each listing.  Although the customer may not be happy with their purchase, the lot was listed properly and the customer's request for a refund will not be honored. 

  Respectfully,

  The Liquidity Services Management Team

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is for auction id: ********, transaction id: ******* for a ***** ********* washing machine and ***** ******** dryer. I'm filing this complaint because the washing machine I received was damaged beyond repair and function and missing critical parts. This damage was not represented in the auction listing. I expected to find some damage on these appliances, scratches and/or dents that would not impair the appliance's functionality. The dryer that was received has a few scratches, the top panel is broken and the heat pump appears to be failing.On the auction listing there were two, poor quality pictures of the washing machine. The first picture (attached and noted) shows the top of the washing machine obscured by packaging. Upon receipt I removed this packing to find that the entire top panel of the washing machine was missing. The second picture is of the back of the appliance, the only area of the appliance that does not appear to have damage. I expect Liquidation.com obfuscated this damage in the two pictures on the listing because they knew the appliance was not in resealable condition.I've attached pictures of the washing machine I received with all damage notated. I am seeking a refund for half the cost of the total transaction or $1303.46. This includes shipping and seller fees as I do not believe these items should have made it to auction and Liquidation.com intentionally obscured damage.I have also submitted the above to Liquidation.com's internal dispute department, but have not heard back from them as of submitting this.

  Business response

  08/15/2023

  We have received the customer's complaint, and appreciate the opportunity to research this matter and respond.
  
  The auction lot the customer bid on was listed in RETURNS condition, which is defined on our site as "Reasons for returning a product may not have any correlation to its utility (i.e., size, color, model, etc.), and as a result may be in fine working order or non-functional.  The majority of returns, however, do have some operational and/or cosmetic problems. Depending on a company's return policy, these items may also reflect a measurable amount of use. In addition, since most of these items are sent through a reverse supply chain. (e.g. from a customer back to a store or a centralized warehouse), they can show signs of further handling.   Returns may not come in their original packaging and often do not have any of the advertised documentation or additional parts and/or accessories. Accordingly, returns can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing."
  
  The customer filed a dispute stating the following "DISPUTE RECEIVED; DAMAGED, FUNCTIONALITY; Hello, I'm opening a dispute for this auction because one of the items received is damaged to the point of being inoperable and missing major components that were not represented in the auction pictures.  I''ve attached pictures of the inoperable item received with missing components and un-represented damaged circled.  It is concerning that most damage is focused on the top and front of this machine, yet the pictures from the auction only show the back, and the top is obscured by cardboard.  Since both items in the auction retail for the same price, I''m seeking a refund of half the total cost of the transaction, $1303.46."
  
  The auction lot was listed with the following terms of sale: 
  
  -The condition of this lot is: RET.
  -Items are not tested for functionality.
  -The item packaging may be damaged or non-existent.
  
  Additionally, the auction photos plainly show the top of the units being sold, and the words "Refused Damaged" are visibly written on these units.  Our Terms and Conditions require all bidders to acknowledge they have read and understand the condition of the merchandise provided in the Asset Information Section of each listing.  The customer's dispute was denied because the items were listed properly as RETURNS condition, and the auction listing clearly listed the items are not tested for functionality, and the auction photos clearly indicated the item was returned by the original retail purchaser due to damage.  We feel the dispute was properly resolved by denying the customer's request for a refund.  
  
  In the interest of settling this matter with the customer, we will refund the customer 50% of the auction bid price of $1700, with the understanding the buyer will not be refunded in future for items that are listed as RETURNS condition and are non-functional or damaged.  Returns condition items are not guaranteed operational, and by definition are expected to have damage.  We hope the customer has a more thorough understanding of the condition items are sold, and in future thoroughly reviews the auction photos and conditions of sale prior to bidding.  Refunds are issued back to the original form of payment, and processed in 7-10 business days. 
  
  Respectfully,
  
  The Liquidity Services Management Team

  Customer response

  08/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by Liquidation.com.  While I do not agree with the statements made in their response, and know the company obfuscated the auction images intentionally, I appreciate their willingness to re-visit my dispute case.  I wish they were able to resolve this through their internal dispute process instead of only considering to disputes that have third parties involved.  I agree to the amount  refunded to my credit card by Liquidation.com on 8/16/2023 at 7:11 AM CST.
  
  Thank you!

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3, 4 & 8, 2023 - I purchased 4 pallets of Wayfair products from this business who advertised them as "returns". I paid $3,285 in total excluding transport cost. The items are mostly salvaged condition and should be advertised as such- not returns. The worst part, they advertised for items that were not in the pallet. For Transaction ID# *******, I paid $1,512 - in their own ad, there were 8 boxes that supposedly contain 6 patio conversation sets + 2 chairs. The 2 chairs are in 2 separate boxes. 3 boxes contain only 1 conversation set and the remaining 3 boxes contain returned patio chairs that is already assembled and Incomplete with cushions and pillows that are full of mold. For Transaction ID# *******, I paid $884 for this pallet that supposedly contain 3 patio sets. Again 1 set alone are in 3 boxes. They gave me Box 1 & 3 which doesn't even make 1 set and the other box was tagged patio furniture with cushions but when we opened the box, it only has cushions, no conversation set. For transaction # ******* and *******, I paid $888 altogether, most items are salvaged condition. One item that was advertised very expensive was a pair of dining chairs. I was supposed to get 3 pairs. The pallet has 3 boxes, but it only has the seat part nothing else. There were 15 seats in total but without the other parts, these chairs are unsellable and useless. I sent a request for refund complete with pictures already but have not heard back from Liquidity Services. I'm in no position to lose this money. I'm trying to find a way to supplement my decreased income due to reduced work hours (my small kids are home for summer) so I decided to hopefully make a little money on this but the opposite will happen without your help. I really need your help in getting my money back or all the missing furniture on these pallets. I now have to dispose most of these items that cannot be re-sold. Any help you can provide will be highly appreciated. Thank you kindly, *********

  Business response

  08/14/2023

  We have received the customer's complaint, and appreciate the opportunity to research this matter and respond. 

  All of our ******* auctions are advertised with the following conditions of sale:

  -The condition of this lot is: Returns.
  -Items are not individually inspected.
  -This lot may contain incomplete sets.

  Incomplete sets are expected in these lots, and are clearly listed in the terms of sale in each of these auction descriptions.  We offer our customers a dispute process in order to make us aware of any issues with their purchase that may not align with the auction listing.  These disputes can be filed online  through the buyer's account, and supporting photos and documents can be uploaded to support the dispute claim.  We do not show a dispute was filed by the customer for each of these auctions.  We will open a dispute on the customer's behalf and provide the attached support provided in this complaint to work towards a resolution to this matter. 

  When disputes are filed, we may provide the customer with a partial or full refund, based on the condition the items were received, and how that aligns with the auction listing.  Unfortunately, we can not compensate the buyer for incomplete sets if the auction lists the lot may contain incomplete sets.  It is the buyer's responsibility to fully read and understand the auction listing prior to bidding.  We may be able to assist the buyer with compensation if any items were sold in a condition that does not align with our definition of RETURNS.  Because returns condition items are not inspected, and may show signs of wear or handling, they are not expected to be in "new" or even "like new" condition.  If the buyer received items that were clearly salvage, we may can honor a partial refund for these items if we find they clearly do not align with Returns condition items.

  We'll work with the buyer to resolve their dispute, and provide an outcome to the dispute once all the information has been reviewed and a decision reached.

  Thank you,

  The Liquidity Services Management Team

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase through all surplus and I got an email and I set up a pick up time just like I’ve done 100 other times before. On this particular day I pull up, they get my name and when they come back out, they say that it says my order got canceled and I have to call customer service. So I call customer service and what I got from them was that my order has not been canceled and I’m like I’m at the warehouse and they’re saying it is canceled. They put me on hold and I sat there and sat there for over three hours waiting for them to figure this out in 115° weather. After three hours a supervisor finally comes out and says somehow there’s a mess up on our end so we’re gonna have to refund and then re-purchase , when they finally run out the items they were nothing like they were described. The description said there was nothing wrong with them , and yet neither one of them were functional. So I told them just give me the refund not to re-charge me. That was over a week ago and I still have not received the refund. I’m keep trying to call them and tell them that there’s still something wrong with their system and I still have not received my refund anytime that I called though. I’m just met with people with very bad attitudes that act like I am the problem. No apologies no refund just treated like I am the bad guy for calling. I even explained to them that my wife got an email that she would be receiving a refund and she actually got it. Problem with that one is it’s not something that she returned and yet they still don’t listen to me that there’s a problem with their system.

  Business response

  07/27/2023

  To whom this may concern,

  Thank you for allowing AllSurplus the opportunity to review ******************** complaint. 

  Customer Support was made aware of a delay at the time of removal of Invoice ******* and immediately contacted our warehouse to rectify the situation. Unfortunately, the assets were not as described once removal was allowed and as such these sales ************ and *****), were cancelled and refunded.

  A refund of $528.28 was issued on July 24, 2023, back to the credit card used for purchase.

  Thank you,

  Customer Support Management 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Liquidation.com Username: ******** I created a liquidation.com account in 2017 I believe and was using it without any issues. But then i moved out of my address as we rented it out and another person started using the address and created their own account. When that person created their account, my account was blocked for some reason. Now the issue is that, I have moved back into my home. But i still do not have the ability to access my account. Liquidation.com customer service tells me to ask the previous Renter to cancel their account from my address and even tho i have told them I am unable to contact them. I can prove that i am living at this address, but not sure how to get my account back up and running. I have contacted liquidation.com customer service but they were not able to help me. 

  Business response

  07/17/2023

  We have received the customer's complaint, and appreciate the opportunity to research this matter and provide a response.

  The buyer's account ******** is active and available for use.  The buyer simply needs to login with this username and PW to begin bidding.  The buyer was advised on 7/11/2023 of the issues with his address, which was listed on another registered account, however he provided us with the necessary information to reactivate his account.   As per our terms and conditions, only 1 buyer's account is allowed per household, because he was using an address which was tied to another registered buyer we required written documentation to update the accounts. 

  The account ******** is active and available for use, if the customer has forgotten his password he can request a password reset when he logs in.  For any additional issues, he can contact use directly through our Customer Support phone number at ************ and we'll be happy to provide him with assistance.

  Respectfully,

  The Liquidity Services Management Team

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GovDeals offers a service that is "on paper" a service to "governments" liquidating surplus. I have a few complaints.1. GovDeals will send winners notification e-mail with payment instructions. There is a very short timeline you then have to act on. Meaning paying & picking up the item that was "won" in the bid. There is no phone call out reach. This is all completed through email. In my case - GovDeals sent the information to the incorrect email address. I have heard others in different forums complain about the same. Their data base is compromised and they are not being held accountable for the issue. 2. They sent the email to my wife's address, I didn't get that email in the short duration of time that I had to act respond. GovDeals should have at least have picked up the phone once as courtesy. We're talking about Multi thousand dollar transactions AND HUGE penalties. Who is the customer's advocate??? They don't care, and view this as profit.3. Customer support & unfair charging practices. People that bid on a product and then choose to retract a bid have no way of doing so, as a result, ends with a "default" in payment. Now, I completely understand the loose to Gov deals &fully accept a restocking fee. However, how in the world is 40% of the bid equivalent to a re-stocking fee? This practice should be illegal and a flat rate or fair rate should be the practiced. As a Courtesy, I should at least know where my Thousands of dollars paid are going. This should not be a profit center for GovDeals.4. Lastly, GovDeals appears to run up cost on items, or fails to monitor the practice. Many have discussed in forums and I believe this was practice in the item I had bid on. Conclusion: GovDeals bus. practice needs oversight. This isn't happening today &as a result they are getting away with theft, charging exuberate rates for "defaults" that are a result of a bad business practice & customer service. Adjust the 40%

  Business response

  06/28/2023

  To whom this may concern, 

  Thank you for allowing GovDeals the opportunity to review ******************** complaints. Please see our feedback below:

  GovDeals is an online auction Marketplace, therefore, our main source of communication is via email. All email correspondence is sent to the registered email address on file,. Our records indicate **************** registered ********************* as his email address as such all communication was sent to this email address, including a final notice regarding payment. 
  
  Buyers agree to the Terms and Conditions of the sale at the time of bidding. This includes an excerpt which specifically states:
  
  YOUR ACCOUNT WILL BE LOCKED IF YOU ARE THE WINNING BIDDER AND FAIL TO PAY FOR THIS ASSET. ADDITIONALLY, YOU WILL BE CHARGED A SERVICE FEE OF 40% OF YOUR WINNING BID.
  
  You have the option at the time of bidding to accept or decline these terms. By accepting these terms, you understand that a default fee can be assessed if the transaction is not completed. 
  
  All registered bidders are verified to protect our auctions as well as other buyers and our sellers. We can assure you that all bids are valid. 
  

  Thank you,

  **************
  Manager, Customer Support
  ******************************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received notice from this company or people pretending to be with govdeals (owned by this company) stating I won a bid on an item I DID NOT BID ON NOR WANT!!! I need to know this happened, and how to have the 'won auction' email resolved if it did in fact come from this company. I will not pay them or anyone representing them anything (not even a deposit) for an item I did not bid on. Either they are hacked by outside cyber crooks trying to demand penalty payments, or they need to verify who is actually bidding on their products.

  Business response

  06/05/2023

  To whom this may concern, 

  Thank you for allowing GovDeals the opportunity to review **. ******'s complaint.

  Our records indicate a bid of $9,001.00 was submitted by *** ****** on June 3, 2023. As indicated on GovDeals, buyers are responsible for their account. No matter who places bids from the account, the registered buyer is responsible party.

  This sale has since been cancelled per **. ******'s request and he has confirmed he does intend to submit payment for the assessed default fee. 

  Thank you,

  **************
  Manager, Customer Support
  
  **********************
  www.liquidityservices.com

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 18, 2023 I purchased items that were identified as "RETURNS" goods by the seller. However, upon receiving and inspecting the items received are in fact 100% salvage condition. The seller has grossly misrepresented the condition of the items being sold, and in turn they were able to gain a significant increase in monetary value due to this misrepresentation. The seller has stated that they would not consider a refund, or any other resolution whatsoever. Auction ID: ******** Transaction ID: ******* Amount paid: 1,360.92 CAD

  Business response

  06/22/2023

  The Seller denied the customer's request for a refund because the items were listed in RETURNS condition, and our site definition of returns is listed out in the auction as: "Reasons for returning a product may not have any correlation to its utility (i.e.,size, color, model, etc.), and as a result may be in fine working order. The majority of returns, however, do have some operational and/or cosmetic problems. Depending on a company's return policy, these items may also reflect a measurable amount of use. In addition, since most of these items are sent through a reverse supply chain
  (e.g. from a customer back to a store or a centralized warehouse), they can show signs of further handling. Returns may not come in their original packaging and often do not have any of the advertised documentation or additional parts and/or accessories. Accordingly, returns can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing."

  Returns are expected  to have some cosmetic and/or operational defects or damage.  The auction details for this listing outlined the items were not inspected for functionality, so there were no guarantees the items would be fully functional.  It's important the customer clearly reads the auction description, the condition the items are listed in, and has a good understanding of what they are bidding on prior to placing a bid.  All sales are final, and all items are sold as is.  We offer a dispute option for customers to request a refund in the event a Seller grossly misrepresents items being sold, however we found this Seller properly manifested the items being sold, and properly listed them in the condition of RETURNS.  

  In order to settle this matter for the customer, we issued a full refund back to the customer as an opportunity to educate the customer on the conditions within our auction platform.  The customer is responsible for fully reading the auction listing details, and acknowledging they have read the terms and conditions of sale prior to bidding.  An email was sent to the customer dated 6/15/2023 advising the customer a courtesy refund was issued in full for the auction lot, along with a link to the buyer FAQs.  

  Email to customer dated 6/15/2023. 

  "Dear *******,

  We attempted to contact you via phone, with the contact information on your account and was unable to reach you regarding this matter. We have issued a full refund for transaction id ******* as a courtesy, and wanted to inform you on the condition notes of the auction and why the dispute was denied. The condition note on the auction states: The condition of this lot is: RETURNS. Items are not tested for functionality. You can review all conditions under our Buyer FAQs by following this URL below: ***************************************************** ?We wanted you to be informed before placing any additional bids to be sure you read the conditions of the auction and all auction details/ descriptions to help you before bidding."

  The customer's credit card was refunded in full in the amount of $1360.92.

  Thank you,

  The Liquidity Services Management Team

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm ********************,Buyer *******, phone number **********.I won a bid on asset ID *** of the Seller #****. invoice number *******,total amount 3544.87$ on 04/17/2023.I wired an ACH transfer payment on 04/17/23 to be delivered next day, Trace number*********.  I wired a wire transfer again on 04/21/2023, for the invoice number *******, total amount 3544.87$. I did wire this second transfer to avoid that my account get blocked or get fined late fees, because the first ACH transfer of 04/17/2023 did not clear in the 5 days payment time limit. My bank affirms that you received the two money transfers, I would like you to refund one of this two duplicate charges of the one and same transaction *******, refund my 04/17/2023 ach Transfer of 3544.87. I called many times, I emailed you many times, I never had any answer or help to resolve this situation. Let me know if you need more information.

  Business response

  06/01/2023

  To whom this may concern, 

  Thank you for allowing GovDeals the opportunity to review **. *********** complaint.

  GovDeals Accounting has confirmed a double payment of $3,544.87 was received.

  An email will be sent to *** ********* within the next 24 hours with instructions to receive his refund.

  Thank you,

  **************

  Customer Support Manager 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The listing for the item on the auction specification states fully functional when they are not. Their reasons: 1) Unit that is exposed by hinge fell under ' Devices have good LCDs, digitizers and front glass. Devices may show signs of stickiness at the hinge. Cosmetics otherwise vary. "2) All units are fully functional. Devices will not open fully as designed and for it to used but just because they can power on the device, they continue to argue they are fully functional. I cannot use these if they can not be opened. Yes the hinges may be sticky, but it doesn't state it will prevent it from using as orginally intended. Nor does it state will not open as intended. It's like saying if the cars engine starts, its drivable even if the wheels and tires are missing. How are you supposed to drive a vehicle with no wheels?The lack of simple logic isn't just missing. So is their code of ethics. As a business they should take into consideration they could have been mistaken and investigate the case. I'd be more than willing to ship the items back on my own cost just for them to accept their mistake.

  Business response

  06/01/2023

  We have received the customer's complaint and appreciate the opportunity to research this matter and respond. 

  The customer purchased an auction lot of  5 ****** * Flip4 phones, listed as ******** ****** Z Flip4 5G, Fully Functional, Good Glass/LCD". 

  The auction listed the phones in "USED" condition, which is defined on our site as "Used assets were previously sold, put into use and possess noticeable cosmetic defects and blemishes, including but not limited to dent, scratches and signs of age. Since these assets are usually pulled from a working environment, they rarely come in their original packaging and rarely contain any documentation, additional parts and/or accessories. They are minimally tested to meet the basic requirements of functionality, and therefore may not be in optimal working condition as they may require additional maintenance and repair."

  Additionally, the Seller listed the following terms of sale in the auction details: 
  -This lot includes 5 units of ******* ****** Z Flip4 5G smartphones. Units have non-blacklisted IMEIs, some may be carrier locked.
  -Devices are fully functional and have passed a full software diagnostics test. Units are free of all account locks (eg. passcode, ******).
  -Devices have good LCDs, digitizers and front glass. Devices may show signs of stickiness at the hinge. Cosmetics otherwise vary.
  -Devices are bulk packed without accessories. Photos are for display purposes, devices can vary in color. Tested for Key Functions, R2/Ready for Resale.

  The customer filed a dispute claiming damaged units were received, the customer's dispute read "All five phone will not open completely. Each phone opens to a different degree. Some phone hinges opens halfway and it's not opening straight. One of the phones screen is exposed near the hinge. Another phone has Debris in the hinges. All is in the pictures."

  The dispute was investigated with the Seller, and photos provided by the customer were sent to the Seller.  The dispute was resolved in favor of the Seller because the auction listing specifically stated " Devices may show signs of stickiness at the hinge. Cosmetics otherwise vary."  The devices powered on, and the software functioned properly, however repair was needed to the phone hinges prior to resale.  Used assets are known to have cosmetic damage, require repair, and may not be in optimal working condition, but they are functional and can be repaired for resale.  We felt the devices were received in used condition as it's defined on our site, and the Seller properly listed this concerns with the hinges in the auction details. 

  The buyer was not satisfied with the resolution of the dispute, and has since filed a chargeback with their credit card company.  We are in the process of settling this credit card chargeback, and we are unable to provide any further assistance to the customer until the chargeback has been resolved. The customer's buyer's account has been deactivated as a result of the chargeback filing, which is outlined in our terms and conditions " Where Buyer has a legitimate claim, as determined by Liquidity Services in its sole discretion, refunds or returns of merchandise must be approved by Liquidity Services customer service department. All decisions of the customer service department are final. Any attempt to rescind a payment or return Assets prior to an authorization by Liquidity Services will cause a delay of claim resolution and may adversely affect Buyers ability to transact additional business on our Site. Unauthorized returns will be refused at delivery."

  Until the customer's credit card chargeback is resolved, we are unable to provide any additional assistance for this matter.  While we understand the customer was not happy with their purchase, the assets purchased from our site were used phones sold by a private seller.  Sellers are responsible for properly listing and asset's condition, and listing any terms and conditions for the sale in the auctions details.  All sales are final as per our terms and conditions which all buyers must agree to upon registering as a buyer.  Buyer's are responsible for fully reading the auction listing prior to bidding.  We feel the Seller properly listed these assets, and properly disclosed the concerns with the hinges.  We will continue to work with the customer's credit card company to resolve the credit card chargeback, but are unable to honor the customer's request for a refund. 

  Respectfully,

  The Liquidity Services Management Team

  Customer response

  06/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Liquidation has the listing as the following;
  
  1. Devices have good LCDs, Digitizers and front glass. Devices may show signs of stickiness at the inges. Cosmetics otherwise may vary.
  
  2. All units are FULLY functional. 
  
  On May 9, 2023, The items were delivered and found the issues with all devices. I submitted the dispute the same day at 18:33 (claim #*******). 
  On May 17, 2023 15:59, I had got a email from the dispute team rejecting the claim, so I responded back at May 17, 2023 16:11 back their decision on how the items are not FULLY FUNCTIONAL. They never replied back to me. So I called the customer service and when speaking with their customer service on (05/24/2023), the only thing the representative could say to me was "Well, they are fully functional"
  

  I dont understand when the flip phones cannot be opened as they are designed to, how does that classify as a fully functional device? When the phones cannot be opened, you cannot use it to its fullest extent so therefore i cannot confirm or deny if it does or doesnt have other issues. 
  
  I requested to speak with the manager, but was not available at the time and they would contact me. May 25, 2023 roughly at 09:40 in the morning, the manager had called stating the same statement from the customer service rep said the day before. They refused to acknowledge any fault with the devices without investigating the matter. 
  
  Devices it self, will not open, all (5) phones will not open completely. Each one has a different degree which it will open to but not all the way as intended. The hinges on the device cant be tested for stickiness since the phone cant open all the way. Some has debris in the hinges, some devices the hinge would not open symmetrically. But its the same result for all devices, It will not open. If too much force is applied to try to open them all the way, the devices will be completely broken.
  
  Regards,
  
  *******************

  Business response

  06/15/2023

  The devices power on and function, however they require repair to the hinges, which was outlined in the auction listing.  Devices sold in this condition require repairs prior to resell.  The Seller properly listed the need for repairs in the auction details, which is why the dispute was denied.  Once the hinges are repaired, the devices should be able to be resold.  It's important that buyers fully read and understand the condition of the items they are bidding on. Sellers are responsible for listing any terms of sale and outlining any specific conditions of the items being sold.  If these devices power on, they are considered to be fully functional.  They do, however, require repair to the hinges which the Seller properly outlined in the listing. 

  We understand the customer may not be happy with the items purchased, however we determined the Seller properly listed the condition of the devices being sold. 

  Respectfully,

  The Liquidity Services Management Team

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