ComplaintsforOnline Liquidation Auction, LLC.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Bid on auction embroidery machine Won Drove over hour to pick it up at stow ohio Item was not there they said a trailer hitch had number on it Refunded me they could not find sewing machine But I then see item listed on eBay. Both winning item had handwritten name Richard on manual bag,ebay item did also. I have pictures of both listings emails I can send I only have emails Senior so I can send pictures They said ebay item still listed But it was removed shortly after I emailed them Why can’t I just have winning item, I can forward pictures Just doesn’t seem right We have been buying from them since 2014 in n royalton along with my sons,grandsons. Mistakes happen but seeing Richard written on both listings not funny Step up Ola I was given refund still waiting for it to appear on my credit card They sent email but don’t under stand it,about if I bid I can forward email to get winning bid price again I can send this also. I jut want my sewing machine Thank you ****** *****

  Business response

  08/30/2023

  Hello,
  
  First, we would like to confirm this customer's statement that a full refund was issued to their credit card for an item they won on auction and did not receive. We never aim to deceive bidders, and were happy to compensate fully on site before the bidder left the premises. 
  
  After leaving, the bidder had contacted us explaining this same situation. We had explained that we receive a high quantity of items, and sell them across a variety of platforms (online auction, retail warehouse, eBay sales, etc.). This item was mistakenly inventoried by more than one department, which resulted in it being posted for sale in two places by mistake. This customer had purchased the listing on auction, while the item was not at the warehouse. To remedy this, we have instructed the customer to contact our eBay seller, and have sold this machine to her for the same price that she originally purchased this for. This transaction is already in process, and this customer will be receiving her item for no additional cost. 
  
  Mistakes unfortunately happen from time to time, but we are happy to remedy situations like this one. Our priority is our loyal customers like her, so we ensured to get her this item as soon as possible. 
  
  Thank you!
  OLA

  Customer response

  08/30/2023

  [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 the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bid on an item on the 26th of May received an invoice on the 27th of May. On 6/2/2023 I went to collect my item was told I missed the pick up day which was on 6/1/2023. My invoice nor the email sent by ola state I had till that date to pick up my item. The terms do not state a time period for picking up my item.. I spoke with customer service who claimed invoice stated the pick up date but wasn't there then it was in my email but told her wasn't there sje stated it is in the terms but i couldn't find it asked which section she could not tell me where it stated I had till the 1st of June 2023 to pick up my item. I asked they just refund my money if I could not get my item but was denied conversation went in circles.

  Business response

  06/05/2023

  Hello BBB,
  We have had previous contact with this customer, and have sorted out some information below based on
  what we know of this situation. Our auctions come with a designated pick up time and location, to ensure
  the consistent movement of items and warehouse efficiency.
  We aim to be transparent with our processes, so the designated pick up dates and times are disclosed on
  multiple occasions. Each auction’s pick up time is disclosed on the auction before items end, to ensure
  bidders are aware of the situation before purchasing. Secondly, every invoice comes with the designated
  pick up time, location, and date clearly disclosed under “pick up instructions”. We have attached a photo
  of the invoice here, with all personal information redacted. As explained on the phone, our pick up policy
  does explicitly state that it is the bidder’s responsibility to pick up items or request them to be held, which
  was read to the customer over the phone.
  We were properly contacted via phone call on 06/02 for more information, in which our customer service
  representative attempted to explain the policy and offer a one-time exception for the misunderstanding.
  Our policy was read to the customer, but unfortunately the customer chose to hang up during the
  conversation so no further action could be taken. The same representative attempted to call back in the
  event of an accidental disconnection, but the call was ignored by this customer. All of our phone calls are
  recorded, and upper management sees no issue with how the situation was attempted to be resolved, nor
  how the policy was explained.
  Our customer service staff is happy to clear up any miscommunication, and make exceptions in the case
  of a bidder’s misunderstanding of our terms. Our staff is trained with the ability to make one-time
  exceptions as a courtesy, but are unable to do so if they cannot conduct an efficient conversation with a
  bidder to explain this process and complete the transaction.
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an ****** ***** **** from OLA for a total of $68.34 after fees, etc. The safe description clearly said NEW, which is the best option on OLA’s site. When I received the safe, the worker informed us that it just needed batteries and would open. However, the batteries go on the inside. So the safe is completely dead and the keys are locked inside. I have reached out to complain about this and heard nothing back.

  Business response

  03/28/2023

  Hello, 
  We would like to respond to this report with further clarification that this customer was helped by our support team that was contacted via email.
  This customer mentioned hearing nothing back from our team, although she contacted us early Sunday evening. All of our locations are closed on Sundays, and we never expect our staff to offer service outside of office hours, as we are a local company and not internationally based, or a call center by any means. Our team did respond in under 24 hours, which is our standard here at OLA as we take pride in our consistently prompt customer service.
  As for the staff member that was spoken to on site, we cannot speak to this communication as there is no record of it. We are sad to hear there may have been a miscommunication on site, but our warehouse staff referenced in this complaint are trained to retrieve items for our customers and load their vehicles. They cannot test items, nor have extended knowledge of specific items, as thousands are sold each day. We rely on our warehouse team to gather and give items when customers arrive. 
  As for the email referenced, upper management has reviewed this representative's response, and are in support of their steps in this process. In our team’s response to this customer, they were happy to help and followed procedure as they are trained to do so. They provided pleasant customer service and offered a return for this item. All sales are final on auction, but we are always happy to work with customers when an item is not listed clearly on our website. Which, per that same email, our staff made sure to explain this and apologize for this error in the way the item was listed. Being able to take responsibility for errors that are made during inventory is something that we aim to do in all conversations.
  As many stores and retail businesses, we cannot offer refunds or returns without receiving the item back to our facility. This is fairly standard practice in return policies, and is the policy that we chose to uphold. To offer further assistance, we made sure to notify this customer that there is not an expiration on this offer, and someone on site will be happy to finish resolving this for her at her own convenience. 
  We prioritize our customers, which is why we always ensure a response within 24 hours, and return when there is an acceptable reason. Per the email thread, our staff was kind, prompt, and provided a resolution as we would with any customer who faced this same issue. Unfortunately, with a high quantity of items being inventoried every day, mistakes may happen along the way. We understand that this can be frustrating and disappointing, which is why we have a team dedicated to customer service that can be reached in times like these. Please see the attached screenshot of this thread for more information on these time stamps and interaction. Thank you for your time, and have a great day!
  Sincerely, 
  Online Liquidation Auction
  
  

*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. ↩