ComplaintsforLive Auctioneers LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed a bid on a auction on 6/23/24 for $225 when I clicked on "Bid $225" it changed my bid to $500. When i contacted them they would not help and said I placed a $500 bid. It was plain as day that I clicked "Bid $225" I even had a person next to me who witnessed me place the $225 bid and it then show me bid $500. On their website it showed that my competing bid (the bid that was before mine) was $175. This company is trying to steal $275 from me. The will not speak to me over the phone and will not change my bid or void the false bid of $500.

  Business response

  06/26/2024

  Hi *******,

  I'm sorry to hear that an accidental bid has resulted in you winning the lot.  I looked into this and saw that you contacted us to try to retract your bid. However, once the auction has started, you are no longer able to retract it.  I also saw that my colleague on Bidder Support team has reached out to the auction house to let them know you would like to cancel. Fortunately, they have given consent to release you from the sale.  The sale has been canceled and the lot removed from your Won Items page.  If you have questions, please reply to my colleague on the support team.  

  Regards,

  LiveAuctioneers

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for shipping through LiveAuctioneers in early June and now I'm getting ghosted. I received a quote and paid for it, with shipping to *********** since I was told the invoice had to be paid by June 11 and no one responded to my inquiry about shipping, instead, to ********** since the piece is a gift for my daughter. I then contacted LiveAuctioneers about changing the address. I received a call from someone at LiveAuctioneers named ****** saying he is with the shipping department, and I provided him with the address. I never heard from him again. After several emails, I started hearing from someone named ******* who identifies himself as a shipping consultant. I now receive boiler plate emails saying they are "looking into" the price difference. (I am entitled to a small refund according to what I received.) This has been going on for more than a week now. My LiveAuctioneers account says "our trusted shipping partner received your order." Conveniently, no one answers when I call LiveAuctioneers or ******* or the gallery. I am now concerned that the painting does not exist.

  Business response

  06/27/2024

  Hi *****,

  Thanks for bringing this to our attention.  We're sorry that your experience with this sale has not been great.  I brought this to our shipping team's attention yesterday, and I see that they have already reached out to you.  Although it is not resolved yet, my colleague will be sure to keep following up with the shipper and will be keeping you updated. We appreciate your time and patience.

  Regards,

  LiveAuctioneers

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They refuse to answer an email. A phone call or respond any other way. STAY CLEAR. They took my $ within 2 hrs of the auction and it's been weeks and I still haven't heard a word or received my order. STAY AWAY FROM THIS COMPANY!!

  Business response

  06/26/2024

  Hi *****,

  I'm sorry to hear you're unhappy with your experience on our platform. I looked into your purchase, and I see that my colleague on the Bidder Support team has reached out to the auction house for an update.  The response we received from the auction house yesterday (June 25) was that you received the package and was happy.  If this is not the case, please let us know.

  Regards,

  LiveAuctioneers

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was the winning bidder on June 1 for a Pearl **** mutton waterfall clock on Liveauctioneers, Lot 0005 at *****, Tx. I received an invoice thru Shield Auctioneers, for $511.27, later it went up to $512.81, After charging me very high amounts for shipping, fees, more fees I heard nothing for several days. I tried contacting them and only got AI generated emails. Finally I received a ***** tracking number. After a few days of no receipt I checked the tracking number. It said cancelled by shipper. Since then all I get is survey emails asking if I'm satisfied. I cannot contact anyone. Is this a scam organization?Where do I go from here?

  Business response

  06/25/2024

  Hi ******,

  Thanks for reaching out.  I'm sorry to hear you're unhappy with your experience with this sale.  I reached out to our shipping team and was told that the package was delivered on June 13th via **** The ***** tracking was canceled because the shipper was changed to **** My colleague on the shipping has sent you an email to confirm delivery of the pearl **** moving waterfall mutton clock. Please let my colleague know if the clock hasn't been received so they can look into it.

  Thanks for your time. Have a good day!

  Regards,
  LiveAuctioneers

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for shipping through LiveAuctioneers in mid April and never received my items. I have contacted LiveAuctioneers multiple times via emails and a phone call over the past weeks to request assistance in tracking shipping. I receive boiler plate emails that I suspect are AI generated stating items were picked up and are in packing. Shipping progress through my Live Auctioneers account--has not been updated since May 8. 2024. Three days ago the auction house stated that the items were NEVER PICKED UP. I informed Live Auctioneers that items were never picked up and that I want a refund for the shipping costs....I still get the same boiler plate emails--ignoring my request for refund. See details below: I won two paintings via Live Auctioneers on 4/17, 24. Invoice Number *******. Cost of paintings was $1573.68. Cost of shipping arranged through Live Auctioneers was $1091.70. My account with ********************** indicated my paintings were picked up and shipping arranged through GTZ ***** Express . I also received an email from LIve Auctioneees on 5/8/24 that my paintings had been picked up and would be shipped within the next 5 days. I started reaching out to LiveAuctioneers requesting that the research my issue on 5/25/24. I have sent several emails since then to ************************************* **************************** *********************************** *********************** and called and left a message on their customer service line (the only option available). I continue to receive boiler plate emails with no satisfactory response. I want a refund of the shipping cost and will arrange my own shipping. My help/request tracking numbers with LiveAuctioneers are #******* and ******* and ******* (numerous emails for some of the trackingnumbers). Response emails form ***** ** * **** ** ***** ** -- I am not sure that these are real people-and suspect AI generation.

  Business response

  06/07/2024

  Hi ******,

  I'm sorry to hear that you have not had a positive experience with shipping on this sale.  I looked into your purchase, and it looks like we had to cancel LiveShipping.  A refund was processed yesterday, and the funds should be in your credit card account in 5-10 days.  If you have any questions, please feel free to reach out to us.

  I also wanted to let you know that aside from the initial reply you receive telling you someone will respond to your email soon, all email you get from us is from a real person.

  Regards,

  LiveAuctioneers

  Customer response

  06/07/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an item from live auction the item was defective I was able to return the item to company they acknowledged that they have the item and there was an issue with it they notify me I would get my hammer price amount refunded that was going on 6 months now that they said they were going to refund my money and they have the item so I don't have my money or the item I would like the hammer price refund that is owed to me that is fair I feel there's no accountability to anyone they can just do a consumer as they wish and I have a problem with this and I have the whole trailer emails were they agreed to pay me from December to May of 2024 I can't upload the information cuz it's on my phone that I'm talking to you on but I can provide information

  Business response

  05/17/2024

  Hi ******,

  I pulled up your complaint and I can see why you're disappointed with your experience with this sale.  Even though the auction house has already agreed to the refund, you have yet to see it in your bank account.  My colleague on the Bidder Support team reached out to the seller and was told a check was sent.  We have been trying to get proof of the refund but since they have not provided it, my colleague has escalated your complaint to the next level.  I will ask my colleague to follow up with the auction house and give you an update next week.  

  Regards,

  LiveAuctioneers

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shipping damage of items won at auction and shipping handled by LiveAuctioneers partner. Items arrived with extensive damage and due to poor packaging and handling. Multiple photos sent of damage to items won. Cannot get claim for damages paid and it has been over 1 month.

  Business response

  05/06/2024

  Hi *****,

  We're sorry to hear about the delay in getting your refund for items damaged during shipping. I looked into your complaint, and I see that my colleague on the shipping team is working hard to urge the shipper to give you a return shipping label and, of course, the refund.  I will ask him to continue reaching out to the shipper to expediate the process.  We will update you as soon as possible.

  Regards,

  LiveAuctioneers

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It has taken way too long to reach this point and it has been almost 2 months of back and forth to get this claim even submitted.  Insurance was placed on the items shipped and the insurance needs to be paid and I will not be sending the items back.  The entire point of the insurance was to protect the items from being damaged in shipment.  The items were poorly package by the vendor which then created extensive damage to my items.  Photos of the damage were submitted multiple times prior to even getting to this point.

  The matter needs to be completed by issuing a check to cover the damages incurred.  I have been very patient through the entire process and it now needs to be resolved immediately. 

  I appreciate the BBB helping to assist in this matter.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  [Your Answer Here]

  It has taken now over two (2) months to resolve this issue and we are still waiting for a return shipping label.  At this point given the long lead time to even get a shipping label I cannot trust the shipping partner to resolve this complaint.  Multiple pictures have been sent of the damaged items and at this point the claim needs to be paid out regardless of shipping the items back.  Your contracting company was responsible for the shipping and failed to package the items correctly.  This is not my fault and I am now left with items damaged and no restitution.  I expect the insurance payment to be paid this week given the fact this has been in process for an extended period of time.  I had to reach out to the BBB to get this matter addressed.  This is not acceptable and as requested please have a check issued for the damaged goods.    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/28/2024

  Hi *****,

  I'm sorry to hear about your issues with getting a refund for the damaged lot. After reviewing your case, I saw that the head of the LiveShipping team reached out to you personally at the beginning of the month to give you his guarantee that you will be reimbursed as soon as the item is returned.  I would suggest that you reply to his email if you have any questions about the refund or the shipping label.

  Regards,

  LiveAuctioneers

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I provided a pre-bid on Wednesday April 25, 2024 on an item on Live Auctioneers.com. On the following Friday, in the afternoon, another auction business, Milestone, put a ******************* on my registration which took me out of the Saturday bidding process. They claimed I had not paid for an item I bid on and won on April 9, 2019! Four years after I bid on the item, won, and paid for it. I know I paid for it because I have it in my possession. I tried to explain all this to Live Auctioneers but they did respond, but ignored my real issue. I sent an email to milestone and they have ignored me completely. After 7 or 8 text messages/emails Live Auctioneers finally took some action with an email and a copy to me. The email began with the salutation, Dear *****,. Clearly a form letter intended to shut me up and shut down my complaint. The item sold for $950.00, an amount at least $50.00 under my pre-bid. There is no doubt in my mind that I was scammed. Here is why. The item which Milestone claimed I owed for would never have been sent to me without me first paying for it. The claim was 4 years old and I never received any contact over those 4 years. I checked and I do not even have a registration with Milestone so I cannot even sign into their website. The black from ********* came on a late Friday with the auction scheduled for Saturday, a weekend in which I could not have been able to clear it though I tried. Live Auctioneers took the ******************* at face value without exploring whether it was true and verified nor were they willing to mediate the issue. Live Auctioneers simply blackballed me and prohibited me from any and all bidding. Then Live Auctioneers dummied up some email designed to appease me that began with Dear *****. I believe that some person or group arranged to buy the item for $950.00 way ahead of the actual auction day That someone did not intend to have any other bidder and when I did that person or group took me out so as to not mess up the deal. Furthermore, Live Auctioneers knew about the prior arrangement and played dumb. Either that or they really are dumb. What reputable auction house would take an unproven, unverified negative remark that was clearly challenged.No doubt I was scammed.

  Business response

  04/29/2024

  Hi *******,

  We're sorry to hear that you missed out on bidding on a lot over the weekend.  We can understand your frustration over this, especially as the item that was on dispute had already been paid for and received by you.  I looked into this case and it looks like the dispute has been closed, which means this will no longer negatively affect your registration to any future auctions.

  We would like to point out that only the auction house can decide who they approve to bid in their auctions. Unfortunately, your account on ****************** had very little activity, and coupled with the dispute, the auction house decided to decline your registration.  There were no signs of any fraudulent activity or bidding scheme between the auction house and the bidder who had won.

  If you have any questions about this, please email us at *******************************.

  Regards,

  LiveAuctioneers

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charge high fees and high shipping amounts which I paid. My item is light and small (brooches). It has been 2.5 months and the brooches have not arrived. I have written them and they have responded. Now it has been ten more days and no update. They say the items are held up at customs. Well they have insurance and I want my money back. They refunded me the shipping only. Not the service fees

  Business response

  05/02/2024

  Hi *******,

  I'm sorry to hear you're unhappy with your experience with this sale. When it comes to issues involving shipping, it can be a little harder to resolve as it involves something we have no control over. The auction house called the shipper to try to find out the status of the shipment but was informed they need to wait. Below is part of the auction house's email to support:

  "**** is unable to verify the location of the package and no action can be taken until 30 days has passed since the ticket was opened. We are disappointed that you are not able to hold bidders to our terms and conditions, which clearly state that customs compliance are the responsibility of the bidder. Obviously, we do not have any control over customs or **** and have done everything in our power to assist this customer."

  If you still need assistance with this complaint, we suggest that you reach out to my colleague on the Bidder Support team or email us again at *******************************.

  Regards,

  LiveAuctioneers

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won 2 stereo speakers from ****************************************** in ******, **. The sale price was $300 plus auction fees for a total of $428.03. I ask for a shipping quote and get a bill saying to pay over $500.00 to ship to ***********, **. The speakers measure 36 inches tall by 18 inches wide by 13 1/2 inches deep. I said I have been disabled for 27 years and can not afford $500.00 plus dollars for shipping & requested another quote, the lady said another shipper would be over $500.00 also. I stated there is no way I can afford that and ask how I could recover my money. She said they would relist the speakers for sale in two months and if they sold, I would get 50% of what they sold for. I had to call them twice to find out about the follow up shipping charges. This seems awful suspicious to me. Can you please help

  Business response

  04/09/2024

  Hi *******,

  I'm sorry to hear you're unhappy with the cost of shipping for your won item.  I looked for your email to LiveAuctioneers to see what options are available to you but didn't find one.  Have you reached out to our bidder support team regarding this sale?  If not, you may email LiveAuctioneers at *******************************.

  Regards,

  LiveAuctioneers

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am writing you as requested per your email.  I texted the shipping company because they kept on wanting me to click on a link that would pay them over $500.00 to ship the 2 stereo speakers to my house from ******, **. to ***********, **.  The auction sent a text saying to disregard the text and they would remove the automated text.  They are relisting the speakers for sale in 2 months and the lady said they would charge me 50% of whatever price they sell for.  I think that is ludicrous.  I did not order a car to be shipped, for $500.00 I can have a new ****** shipped to me from anywhere ***. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/15/2024

  Hi *******,

  I'm sorry to hear this has not been resolved yet.  If you're not happy with the quote you received from the shipper, and also not happy with the arrangement with the auction house about listing the lot, you can look into arranging your own shipping.  Hopefully you'll find a shipper who can send the lot to you at a cost you're willing to accept.

  If you have questions about this, it would be best if you reached out to the bidder support team by sending an email to *******************************.

  Regards,

  LiveAuctioneers

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This answer still fails to address why I was not given a prior shipping quote I had requested plus over $500 shipping charges are ridiculous along with a higher than mafia extortion fee of now going to charge me 50% of whatever the speakers resell for if th

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩