ComplaintsforLas Vegas Crating

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he purchased an antique mug from *********************** **************** The consumer was told that they would be using this shipping company. The consumer provided his credit card info to *********************** so the item could be shipped. The shipping company got a hold of the consumer after the auction to let him know they would be boxing the item to ship it. He was never told what the shipping cost would be. He did not find out the shipping cost $1140.00 until he saw his credit card statement. The consumer never received a receipt. The consumer tried to dispute the amount with his bank but has been unsuccessful because he does not have receipt. The consumer took the box to ***** with another mug in it to compare the cost and they told him it would be under $100 to send so he does not understand why he had to pay $1140.00.

  

  Business response

  03/27/2024

  Hello Better Business Bureau; I would like to state that we try to be as transparent with our charges as much as possible.... I have attached all the documents pertaining to this shipment in order to show that I provided two quotes for this one shipment... ****************** has a few statements that aren't accurate in this complaint... He is a VIP Client for ******'s Auctions and we processed his purchase as fast as possible, as requested... I had quoted the ******'s **************** Manager *************************** a "Second Day Air" and a "Next Day Air" rate on Tuesday Nov 7th (see attached email doc)... The following day, Wed Nov 8th, I received a call personally from ****************** providing me with his credit card info and requesting the Overnight shipping for the $30,000.00 Shaving Mug that he purchased.... I informed him of the total when writing his credit card details on a yellow sticky note (see attached).... I charge ****************** Pricing" for an antique, breakable, high value item, such as this... Insurance alone was $600.00.... He could have self insured it, but wanted me to handle the entire process with full coverage transit insurance.... I could have sent it ground service for $60.00... ****************** requested the "Overnight" option for $426.80.... The remaining $113.20 is pickup and packaging (triple boxed).... The package arrived safely the following day Thursday Nov 9th as requested.... The day he received it, he called me and thanked me for getting this handled in a timely manner.... Everything was fine and we had a pleasant conversation about the ************* ************* I would normally send an invoice online but he insisted on doing this transaction as fast as possible and we had 30 other mug customers needing their items.... Due to his VIP status with ******'s Auctions, I processed the payment over the phone in order to get it out the same day.... This is exactly why I don't like taking payment over the phone... Sometimes customers forget what we've discussed and memories become faded after 5 months.... I would also assume that ****** at ******'s would have sent him his quotes that I provided to her, and that is why he ended up calling me and paying me directly the following day..... I'm not sure why after 5 months he now has a problem with this transaction.... If anything, he should ask ******'s Auctions for a discount of some sort as he is a VIP client for them.... ******'s Auctions knew of the cost of shipping prior to them referring our services....  I can ship a mug under $100.00.... Absolutely.... But.... Not a $30,000.00 mug, overnight delivery with pickup and packaging... I shipped quite a few Mugs for Under $100.00 from that auction... None of them were expedited and or anywhere near that $30,000.00 value.... 

  Customer response

  03/28/2024

   
  Complaint: 21422072
  
  I am rejecting this response because: I could have had a car shipped from *** Vegas to **** for $1140.00. I never received any statements or an invoice from neither the shipping company or the auction company. I'm willing to pay a "FAIR" price for the shipping. Citibank has sent numerous messages to the shipping company over the past few months to try to settle this matter with no help. When ***** called from the shipping company a few days ago, I was called everything but a human being. I never got a chance to tell him my side of the story due to him yelling and talking over me. Then he just hung up on me!

  I would like to resolve this matter so I can get Citibank off my back and move on with my life
  
  Sincerely,
  
  ***********************

  

  Business response

  03/29/2024

  Hello ****; I'm not sure why you don't think this is a fair price.... Call other shipping companies and get quotes to ship a $30,000.00 shaving mug..... Please make sure that you let them know that you want insurance and next day delivery for a box that is 17x17x17 @ 5lbs.... Include, pickup, packing, insurance and shipping... I gave ****** the quote and I'm sure that she advised you of both your options as did I when taking your payment info over the phone... I was informed from ******'s that they will credit you the cost for shipping.... At this point, you're trying to get free shipping out of a small company like me... I don't have the luxury to purchase a $30,000.00 breakable novelty item... If I did, I could understand that it would cost me a lot of money to have it packed and shipped properly.... Again, you didn't have to get it "Overnight".... That was YOUR request.... I'm not sure why you don't understand or remember any of our conversations prior to shipping it out??? I'm happy to refund $150.00, but that's all I'll do.... I've never heard anything from your bank.... And.... You originally said that ******'s took your credit card info.... You called me personally and gave me your card... I remember talking to you when you we demanding that it goes "Next Day Air".... I recommend calling ******'s Auctions as ******************* would gladly give you $1,140.00 credit on your next purchase.... If they haven't already... 

  Customer response

  03/29/2024

   
  Complaint: 21422072
  
  I am rejecting this response because: As I stated! I never received anything from anybody about the cost of shipping. I can't understand how you think that I'm trying to collect from you and the auction house. I still believe that you charged me way too much for the shipping and if that is the way your small company has to make their money, so be it. I guess I've learned a "GOOD" ******* Any chance on sending a copy of the 30K insurance policy. I also never received that either.

  
  Sincerely,
  
  ***********************

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