ComplaintsforPropertyRoom.com, Inc.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Property Room is an auction/bidding business. I recently won a ring through one of Property Room’s merchants and/or prroviders. At that time I was told they would provide the tracking number within 24-48 hours. I’ve written 3 email customer support emails and each time they write back to me they will provide the tracking number and five days later I’ve yet to receive a tracking number. I researched the merchant who listed the item I won and they have multiple complaints of never providing items bought and paid for by customers. I informed Property Room of ongoing issues with this vendor/merchant they ignored my information and request for a refund.

  Business response

  05/09/2024

  Item was refunded on 5/6/24 by PropertyRoom.com in the amount of $32.00. A confirmation email should have been received at the Customer's email address of *****************@gmail.com.  Attached is our internal credit transaction.

  Background:  Item was purchased on 4/29/24 and payment was processed on 4/30.  The listing states shipping of item won typically occurs within 5-7 BUSINESS days of payment.  That date would have been today, 5/9 - at which time, the tracking # would have been issued. A refund was offered on 5/3, but not confirmed until 5/6.

  Let us know if any additional information is needed.  Thank you for the opportunity to respond.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******** $552.39 ******** $566.37 ******** $552.39 ******** $538.41 We purchased four gold bangles from your company, which were listed as being 14-karat gold. However, when we sent them to our refining partners, they determined that these bangles are actually gold-filled, containing only 4% gold. We paid a total of $2,209.56 for items that were supposed to be 14-karat gold. We submitted a claim via email, but since the bangles have already been melted, we were told that nothing can be done. Despite providing a receipt from our refining company, we have not received a response.

  Business response

  04/24/2024

  After additional testing of the remaining items on hand, we have provided a refund to the Customer.  An email was sent to the Customer by our Customer Support Supervisor.  We will relist the remaining like-items with the appropriate description. 

  Thank you for allowing us the opportunity to respond.  We trust this resolves this matter.

  Customer response

  04/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **** ****

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spent over $400 on cheap jewelry that was not as described and faulty. The clasps won’t close on all of them, so they will fall off your body. They all came from the same person, ***** *. I was quite literally scammed. I contacted customer service on 12/17/23, only a few days after I received the products in the mail. I gave them all the information they required to process a return. I haven’t received a response. I would like to return these items for a full refund.

  Business response

  01/11/2024

  as of 1/11/24, neither PropertyRoom.com nor the Seller/merchant have received any communication from the Buyer/complainant.  

  we offer the following information to the Buyer for their further handling:

  Merchant Contact: ** ******* *******
  Email: **************************
  

  FAQ materials found on our site: 
  ***************************************************

  Business response

  01/12/2024

  PropertyRoom.com has reached out to **** ******* *******, who confirms they reached out to Complainant today @ 10:54a ET.  they advised they would approve the returns & provided their address of **** ******* *******, ***** ******* **, Encino, CA 91316 to return the items.

  Additionally, PropertyRoom.com does log every incoming call & email, and do not show having received the December 2023 email ~ for that we apologize for not responding sooner.

  We will continue to work with **** ******** ******* to ensure the Complainant receives the appropriate refund.

  Customer response

  01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Although, I find it highly unprofessional that I was accused multiple times of not sending the original email. I would have appreciated responsibility on their end because they clearly overlooked it, as they were emailing me via the original email I sent!
  Sincerely,
  
  ******** *********

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ***** ********t I have bided on a iPhone from property room online auction the information they provide is inaccurate the telephone supose to be unlocked and can be used with **** carrier when I received the phone I put an **** SIM card on it it doesn’t recognize it I took the phone to ***** they told me the phone can’t take no SIM card it’s either stolen or company locked and this is the 2nd iPhone both of them have the same problem I called I sent 2 emails for refund no answer please help

  Business response

  12/05/2023

  We reached out to our merchant and they stated their emails were bouncing back from the customer's email.  We called the customer and informed him that we had been trying to get in touch with him since 11/24/23. 

  Customer provided an alternate email address, apologized and said that he was going to remove the complaint.

  We've reached out to our merchant today, 12/5 and they have not heard back from the Customer in response to their emails.
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The site sells brand new IPhone (new in box) and sim is not locked but failed to state that the phone can be blacklisted and deemed unusable and fail to help customers to remove from such list. I think they should deemed the phone for parts only.

  Business response

  08/21/2023

  The item in question is not eligible for a full refund. The product was stated to be in the Condition: Untested- Sold as-is. Additionally there was a disclaimer in the product listing advisting the following: *****************************************
  
  It is the customers responsibility to contact the service provider to inquire as to the phones activation eligibility with provided ESN/IMEI/MEID/HEX number. All sales are final and cannot be returned for any reason.
  
  This item does not come with telecommunications service, such as ******** ********* ***** **** ******* *** ******* necessary to make the item useful. Telecommunications service may not be available for various reasons including obsolescence, identification of this item as stolen on a telecommunication carriers records, and termination of the relevant telecommunication carriers business.
  
  The products sold on PropertyRoom.com, such as the product in question, are typically goods acquired by police and government agency and sold on PropertyRoom.com on their behalf. Product from these agencies are typically seized, recovered, lost, unclaimed, or may have been at one point reported stolen. 
  
  While PropertyRoom.com is generally unable to authorize returns on product sold in Untested-As-Is condition, the company has made an exception in this consumer's case and authorized a discretionary return in which the buyer (consumer) is responsible for returning the product at their cost for a refund of the winning bid amount minus a 15% restocking fee. 
  
  
  Item Condition Description: *******************************************************************************************
  
  PropertyRoom.com Company Info can be found at: **************************************************
  
  PropertyRoom.com Return Policy Articles: *******************************************************************
  
  PropertyRoom.com Return Policy with regard to discretionary returns: ****************************************************************************************

  Customer response

  08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered multiple items from this site and it has all been junk. Night vision goggles were fake. The lights on the headlights never worked not tome tikn they were dirty from being used. The jewelry was just costume jewelry. They described it as 18K gold with a stone and then “over bronze” I found out this just means gold plated. I had never heard of this phrase before. They overcharged postage. They charged over $12 for an envelope that only needed a first class stamp. I ordered 5-6pieces of jewelry that all could have fit in the same envelope for less than $12 instead of charging me over $60 I. Postage. They were all mailed the same day. Just a big rip off, the whole thing.

  Business response

  07/17/2023

  In response to the complainant's Desired Settlement: "No further contact by the business", PropertyRoom.com will not contact this buyer again.
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5/29/23, I won an auction for a ************ Polisher 6-inch 2 Handle Grip. My Winning Price:$10.00 with Shipping & Handling Fee:$19.95 + Sales Tax, brought my total to $32.42. I have emailed PropertyRoom twice to ascertain where my shipment is and never received even a courtesy email back from them. I did receive a tracking number, but as you can see, it goes nowhere and provides nothing. It was certainly never used to mail my winning bid, as I have yet to receive it. Latest Update A shipping label was prepared for your item at 1:20 pm on May 31, 2023, in MIAMI, FL 33181. USPS does not have the package yet; contact the shipper or shipping partner with any inquiries. USPS Awaiting Item, Shipping Label Created MIAMI, FL 33181 May 31, 2023, 1:20 pm Since I have never received an answer to my two inquiries or the product I purchased, I would like my money back in full. PropertyRoom at best Property Room is negligent in their communication and could care less about their customers. At worst Property Room is providing fraudulent sales they have no interest or intention of finalizing.

  Business response

  06/23/2023

  Customer has been provided responses to their queries and it is suggested this customer check their emails as well as their card issuing bank for the refund as it was processed.
  
  The package was mailed but became lost and as such the customer was issued a full refund of $32.42 on 6/15/2023. 
  
  The customer contacted PropertyRoom.com on 6/8/2023 under email subject line: ************ Polisher 6 inch 2 Handle Grip Listing: ******** Item: 5725 *** 1. Ticket reference ****** and was provided follow-up. See attached.
  
  The customer contacted PropertyRoom.com again June 19, 2023 under subject line: FAILURE TO DELIVER ITEM WON. Ticket reference ****** and was provided a follow-up to their case. See attached.
  
  Customer claims of negligence and fraudulent sales is completely false. The customer's case was resolved to the best of the Company and merchant's ability. 

  Customer response

  06/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was informed an item I purchased was being shipped to a FedEx hold location, but was not informed when it was ready to be picked up or that it was to be returned and I was to be required to pay for shipping again. I feel it should not be the customer's responsibility to track an it's movement without any notification of delivery or that the item is available for pickup. If they reviewed these notices, they should pass them along to their customers. If they don't, the shipping should be conducted through a company that is able to provide this basic info. I request to be reimbursed the shipping fees.

  Business response

  04/10/2023

  PropertyRoom.com will not be reimbursing this buyer for any of the shipment fees. As a matter of fact, as a courtesy, the company is waiving the reshipment fees typically charged when packages are returned and reshipped..
  
  Previously in March 2022 the buyer was assigned a FedEx Hold location address for delivery on high value shipments. On March 24, 2023 the user was provided a notification advising shipment of their orders to: "
  The delivery address and tracking is provided below:
   **** ********* ** ******** ***** ******** ***** 
  Tracking #- ************ "
  
  Tracking is also available in the order details accessible in the user account. It is the user's responsibility to track their purchases. As the buyer failed to pick up their shipment from their assigned delivery location, the package was returned. At the buyer's request, the package is being reshipped to their desired home address, at no additional charge.
  
  The user and the Better Business Bureau can review PropertyRoom.com's shipping guidelines, with respect to section 8.
  
  *********************************************************
  8.    For orders and combined shipments containing product valued at $1000.00 and above: PropertyRoom.com.com may opt for shipment to an authorized carrier hold location to ensure secure delivery. * In such cases, PropertyRoom.com will notify the winning bidder to determine appropriate carrier hold location.

  Customer response

  04/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear SIR the item number in question (***********) was won on February, 23 , 2023 the item that arrived was listed as unlocked it is locked and unusable the excuse given to me was this only was unlocked for the cloud, this was not in the listing, to unlock this they would have needed a user name and a password ridiculous. to say this. also item was listed as good condition , now told it is in fair condition, saying item in fair condition, can not be returned, totally wrong . also no sim card , so how could the phone be tested as their listing states , after 4 or more conservations with them ,they always come up with different reason it can not be returned, very poor customer service. and total turning the description of the listing to suit them. There are several E Mails that can be produced by me or the business, for information purposes for this complaint

  Business response

  03/14/2023

  This buyer was provided ample reason for why his return will not be granted. PropertyRoom.com will be strictly enforcing our published return policy and will not be granting this buyer a return. The product was stated with clear disclosure "All sales are final and cannot be returned for any reason."
  
  Product description stated there is a SIM card slot and Unable to test SIM card functionality. We made no claims that a SIM card was available with this item so this buyer is making assumptions about attributes not imaged or described. Furthermore, the item was listed in overall Fair condition. We do not authorize returns on product that is in Fair or lower condition. 
  
  As stated to the buyer: The item was listed with the disclosure pertaining to activation eligibility and all sales are final and cannot be returned for any reason. While the physical condition was Good with scratches, the overall condition was Fair and we do not allow returns on product that is listed in Fair or lower condition.Return Policy / Your Responsibility: ***Link removed by BBB***
  
  Full product description:
  
  ***Link removed***
  
  Model: *****
  Carrier: Unknown
  SIM Card Slot: Yes
  IMEI: ** ****** ****** *
  Unable to test SIM card functionality
  Activation Lock: No
  Accessories: Phone Case
  Physical Condition: Good with scratches
  Testing Results: Tested, Powered On, and Responded to Touch; Restored to Factory Settings
  Devices presented for auction have gone through our internal process to ensure personal information has been removed.
  
  
  It is the customers responsibility to contact the service provider to inquire as to the phones activation eligibility with provided ESN/IMEI/MEID/HEX number. All sales are final and cannot be returned for any reason.
  
  This item does not come with telecommunications service, such as ******** ********* ***** **** ******* *** ******* necessary to make the item useful. Telecommunications service may not be available for various reasons including obsolescence, identification of this item as stolen on a telecommunication carriers records, and termination of the relevant telecommunication carriers business.
  
  
  
  Condition: Fair
  
  
  This item does not come with telecommunications service, such as ******** ********* ***** **** ******* *** ******* necessary to make the item useful.  Telecommunications service may not be available for various reasons including obsolescence, identification of this item as stolen on a telecommunication carriers records, liens and termination of the relevant telecommunication carriers business.
  
  
  

  Customer response

  03/17/2023

  AS THE AD SHOES CONDITION (GOOD) TO THEIR CLAIM(FAIR) WHY WAS THIS NOT IN THE MAIN LISTING AND NOT AT THE BOTTOM OF LISTING THE WAY IT IS LISTED MAKES IT APPEAR AS (GOOD)

  AND DECEIVES THE BUYER  AS TO CONDITION .AS FAR AS CONTACTINGTHE SERVICE PROVIDER HAS SHOULD CUSTOMER KNOW TO CONTACT IMPOSSIBLE SITUATION .

  THE SELLER FURTHER CLAIMS IT IS UNLOCKED ,WHEN YOU TRY TO USE WITH SIM WHY IS IT SIM (LOCKED)

  AS THEY STATE TESTED POWERED ON RESPONED TO TOUCH RESTORED TO FACTORY SETTINGS THIS LEADS BUYER  TO BELIEVE IT IS UNLOCKED AS IT STATES IN LISTING (ACTIVATION LOCKED NO )

  AND OTHER FUNCTION TERSTS. VERY MISLEADING ITEM PURCHASED FEB 28EVEN WITH MANY E MAILS STILL NO RESOLUTION

   

  Business response

  03/17/2023

  1.)AS THE AD SHOES CONDITION (GOOD) TO THEIR CLAIM(FAIR) WHY WAS THIS NOT IN THE MAIN LISTING AND NOT AT THE BOTTOM OF LISTING THE WAY IT IS LISTED MAKES IT APPEAR AS (GOOD)
  
  The description states the physical condition of the item is Good. The overall condition is rated Fair. There is even a link at the bottom of the description that takes the buyer to the item condition ratings that are utilized on PropetyRoom.com. *** link removed** We aren't responsible for any assumptions a buyer makes. The buyer should be expected to carefully read and review the product description before committing to bid.
  
  
  
  2.) AND DECEIVES THE BUYER  AS TO CONDITION .AS FAR AS CONTACTINGTHE SERVICE PROVIDER HAS SHOULD CUSTOMER KNOW TO CONTACT IMPOSSIBLE SITUATION .
  
  There was no deception as to the product's condition. The listing provided the IMEI number and as clearly indicated: 
  It is the customers responsibility to contact the service provider to inquire as to the phones activation eligibility with provided ESN/IMEI/MEID/HEX number. All sales are final and cannot be returned for any reason.
  This item does not come with telecommunications service, such as ******** ********* ***** **** ******* *** ******* necessary to make the item useful. Telecommunications service may not be available for various reasons including obsolescence, identification of this item as stolen on a telecommunication carriers records, and termination of the relevant telecommunication carriers business.
  
  3.) THE SELLER FURTHER CLAIMS IT IS UNLOCKED ,WHEN YOU TRY TO USE WITH SIM WHY IS IT SIM (LOCKED)

  The buyer made the assumption, based on Activation Lock, that the device was not carrier locked. Buyer was advised: Also, activation lock refers to iCloud lock: **link removed**
  The buyer also makes the assumption about the SIM card. The product description stated Unable to test SIM card functionality, and made no claims there was a SIM card available. As we were unable to test SIM card functionality we made no such claims as to it being locked or unlocked.
  
  
  
  4.) AS THEY STATE TESTED POWERED ON RESPONED TO TOUCH RESTORED TO FACTORY SETTINGS THIS LEADS BUYER  TO BELIEVE IT IS UNLOCKED AS IT STATES IN LISTING (ACTIVATION LOCKED NO )
  

  Again, the buyer is making assumptions about product features not imaged or described. 
  
  
  5.)AND OTHER FUNCTION TERSTS. VERY MISLEADING ITEM PURCHASED FEB 28EVEN WITH MANY E MAILS STILL NO RESOLUTION

  PropertyRooom.com is not responsible for this buyer's assumptions made on their item. The buyer has filed a payment dispute and as such further communication and resolution must be handled through the dispute process.
  

  
  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered numerous items on a bid site called property room. The jewelry that I bid on was presented in a way that was not actually what the item look like when I received it. Everything look like it was tib and cheap and from the dollar store. It's horrendous the misrepresentation and very poorquality items that they're sending to people. I responded back to them that I wasn't happy in the purchases and it wasn't as advertised. they were from third-party sites that sell cheap products on their site under the guise they're being sent to you from a bid on an auction. why would I bid on something that's from the store? I grossly was led to bid overpay for crap that's not even remotely a deal! that's the whole point of doing a property room bid assumed you're getting a better quality item for less money because it was forfeited in criminal investigations. That's the whole point of the whole concept of the website. It's misleading, misrepresented, fraudulent, unethical and I'm out almost $200 for a handful of ******* trinkage jewelry. upon talking with customer service they addressed one of the issues. I texted back almost a month later inquiring about the email they should have been following up on, about the other items I sent the invoices regarding that they themselves requested and the response you will see in the attached email, was, "we answered your questions regarding blank invoice". Don't follow up no further information no resolution no talk of a resolution no inkling of any other information just they already addressed one of the issues. That's it?! didn't even follow up with any other information regarding the status of the other four items. Very poor customer service no follow-through no accountability it seems to be a pattern considering the reviews I'm looking at on here and the complaints. It's misleading it's fraudulent and it's manipulating and it's swindling people out of their money by falsely advertising products that aren't even remotely close to the way that they're being showcased. Shut these fools down!!

  Business response

  03/14/2023

  As evidenced in the complainant's  "***********************************" the buyer was asked to provide the following which the buyer failed to do. On January 23, 2023:
  
  1.) order number or listing number
  2.) DETAILED description of issue FOR EACH ITEM YOU LIST 
  
  The buyer instead waited until March 12, 2023 to respond with the following general statement:
  
  "I sent you look copy of all the invoices as you requested and I said to you in the initial email what was wrong with that they were cheap and they were not as advertised that's a answer for all of it that's the description of what's wrong with the property since we've already resolved the one item that doesn't have anything to do with jewelry it's presumed that it's pertaining to the rest of them. They're cheap and I don't want them"
  
  
  With respect to PropertyRoom.com's published Your Responsibility / Return Policy: PropertyRoom.com reserves the right to change the criteria upon which it determines whether to accept a discretionary return, and no practice or course of conduct shall create any obligation on the part of PropertyRoom.com to accept any return other than for manifest error or Prohibited Property. PropertyRoom.com also reserves the right to question the reason for which a return is being requested, in addition to asking for specific details or product images so the request and claim can be documented internally. **link removed**
  The buyer's general blanket statements and failure to provide adequate detail pertaining to the issues with each item purchased is not enough to warrant a return. Furthermore, the buyer is now outside of the 10-day time frame for which returns can be authorized. No refund or return will be granted to this user in this instance in accordance with PropertyRoom.com's return policy.

*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. ↩