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Complaint Details
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Initial Complaint
07/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello! I bid and won two items from the ****** ****** that was being facilitated by Innovative Auctions. **** (the owner) informed me of the pick up date and address. Unfortunately I was unable to pick up the merchandise on the assigned day as I was very sick with COVID. **** then informed me that he would take my merchandise to his warehouse and that I could pick it up on the 18th. I asked **** for the address and he never responded until yesterday - the day I was supposed to pick the items up. So today I receive an e-mail from **** telling me that the next day I can pick up my items on the 2nd of Aug or they will be forfeited! I have a problem with the fact that I paid for items and he is making it incredibly difficult to pick them up and threatening to forfeit my property. I could have shown up and spread germs because I was as contagious as it gets. I was polite, proactive, and protected him and his family and now I am being treated with a lack of respect. I rightfully deserve my items - especially since they are paid in full. I am working to capture the full e-mail chain (my computer is not cooperating). Thank you so much for your time and I hope you have a wonderful day!Business response
08/01/2022
Please see attachment for buyer invoice including Auction Terms and Conditions, and buyer email to **** *****, Innovative Auctions, Inc. General Manager.
**** gave buyer other options for pick up, making reasonable accommodations for her situation. With 400-700 buyers WEEKLY we don't have the staff to set up one on one appointments at the warehouse. This is why we have terms and conditions for buyer pick up. These terms and conditions exist because in many situations in on-site auctions, the seller has made arrangements for final clean out of the real ****** immediately after the buyer pick up of personal property. **** did make an exception and bring her item back to our warehouse in spite of our terms stating that we don't do it.
Re: buyer remarks about hearing "crickets" when she emailed ****, he has many other duties and does not sit behind a computer. When we are out on appointments all day, we answer emails early and late in the day. Additionally, as a courtesy to our clients we do not have phones on during appointments. When he did get her email, he gave her yet more options to pick up her $33. item.
Unfortunately, sending an email blackmailing **** with threat of a BBB complaint if she couldn't come at her convenience, didn't change the fact that we don't have staff available outside the times that **** emailed her. We have made every kind of arrangement for buyers you can think of during these covid times- delivered items to waiting cars, other family members pick up etc. This buyers requests for special consideration were unreasonable.
Thank you, ***** ******** Innovative Auctions, Inc. President/Auctioneer CAI
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.