ComplaintsforM@C Discount

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb. 15, 2022, I bid for a blue leather swivel rocking chair with a separate matching leather swivel ottoman. I bid 295.00. I was the successful bidder with MAC Discount located in Washington, Pa. I picked up the item on the next day, Feb. 16. With tax and fees, the bill was 368.00. I brought the boxed item home. It was not what was advertized or what I bid on from their web site. It was a blue leather recliner, not a rocker, and there was no ottoman.

  Business response

  02/20/2022

  If you received an item that did not match the listing, please bring it back to any M@C Discount location.  A manager will review the listing with you and if the listing does not match the item received you will receive a full refund.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my items and because this was my first time using the app and because the app was confusing I accidentally placed items on hold. I immediately contacted them and told them I don't need them on hold and asked that the fees be refunded back to my card. The have two buttons one which says transfer one which say hold I thought I was supposed to choose one. Either way I did not need them held and they charged me 105.00. How can they charge for a service that wasn't provided?

  Business response

  02/01/2022

  This complaint is deception at it best...

  The bidder did accidentally place a HOLD on items.  This amount was immediately refunded on 1/31.  Then a complaint was filed on 2/1...  

  What does it say about consumer behavior when a company provides excellent customer service.  The company fixes a mistake made by a customer and then the company gets blasted with a BBB complaint filed against them.  Any potential consumer should read all complaints and evaluate the merit of the complaint.  All companies are not "bad" just because a consumer needs to vent online.  Such venting is disgusting behavior.

  Customer response

  02/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

  Although the money was refunded it did not show in my account until today. The woman that I talked to just kept telling me that i intentionally placed these items on hold. Then I was told that I probably would not see that money. Not once did anyone say anything about the money being refunded. Also there should be an option to unselect the hold especially if its within the 3 days that they give for pickup. The woman was not friendly as you can clearly see by her comments completely unprofessional. Not nice people and not worth saving a buck. I called her as my husband was picking up the items not once did she tell me that the money would be refunded. Good customer service is not attacking a customer who just wanted a fee back for a service that was never performed.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an automotive pallet on 1/21/22 from the Pittsburgh Mills location. On 1/24/22 once I got home I realized I was missing 5 items. A 4 foot stainless steel pipe, 2 bags of dog food, and 2 exercise bands. I called the customer service phone number and they advised everything is open box. I advised the issue is not an open box issue. The listing for the pallet had these items and they were not received. She sent an email to the manager on 1/24/22 advising he was off that day. It's 2022 I'm not sure why they couldn't call the location to follow up. On Wed 1/26/22 I called to follow up. They stated on Monday( the day I was told the manager was off) he responded stating he would look into it. I asked for another email to be sent today letting them know I'd give it until Friday before following up. At this point it's been 3 days the manager could have picked up the phone to let me know he was looking into it. Maybe complaints to BBB will result in better customer service. They are providing false advertisements by listing items on a pallet people are expecting to get and they don't. Then ignoring the customer like they will just go away. Well I'll continue to follow up until a resolution is received.

  Business response

  01/31/2022

  Pallet inventory lists are approximate, but the bidder was told if there is a "material difference" bring it back.  We will review the entire list to determine what value is missing from the pallet lot.

  Customer response

  02/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below
  

  Where does it state lists are approximate for pallet listings? A list in an ad implies these are the items being bid on. I was told on Friday I can come an inspect a pallet before I bid. I asked if I'm supposed to make sure the listing is accurate? There was no answer for that question. I believe on Friday I was advised I could bring it all back, but this had been days later the items were unpacked. I called within 2 hours of us receiving the pallet assuming this was an honest mistake and the items were missed by the employee.  In the end this is false advertisement claiming someone will receive the following items if they win the auction. 

   
  
  Regards,
  ***** *****

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Jan. 2022 I attempted to log into my account with no success. I then contacted the scarce customer support and after several emails I was told that my account was suspended for Facebook comments that I made in Aug. 2021. The comments that were made by me were about a $200 Treadmill that I bought in August 2021 with no indication of damage and when I picked the treadmill up after a 2 hour drive one way it was strapped down to a pallet facedown. When I returned home, unstrapped the treadmill and turned over it was completely smashed. I then contacted them and the person that responded to my Facebook message for customer service was very rude and basically told me too bad and that they try their best to mark items as damaged. I advised them that they failed and was told "TOO BAD". I then posted a comment on Facebook about my experience with a purchase and customer service. So when he told me my account was suspended and could be reinstated if I remove the comments and pay a $25 fee. I just find it crazy that my account was suspended after 5 months of me making to comments. I have purchased several items since then. I believe that this is M@C's way to extort money from their customers who complain and I believe that this was wrong!! I advised them that I will no remove my comments because they are true an I stand by them 100%!!!

  Business response

  01/10/2022

  We know liquidation auctions are not for everyone.  There is inherent risk in purchasing returned merchandise.  Consequently we have inspection periods and programs designed to reduce the risk.  When a bidder is so angry they must post negative comments about us online we view this of an indication that they do not want to do business with us in the future.  Such comments raise the question, "Why would anyone ever do business with a company that elicits such negative feedback?"  When someone does want to do business with us, the negative comments must be questioned.

  We want our bidders to be happy and share positive experiences.

  Customer response

  01/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I completely understand about the risk of buying returns but the treadmill that was purchased was completely destroyed and the listing only said "open box" and not "damaged".  My issue with M@C suspending my account was well after 5 months of me posting my negative but truthful comments.  Just surprised that it took them that long to suspend my account and several hundred dollars of purchases after my truthful comments.  Then when I contacted them and they told me my account was suspended and told me that I can have my account reinstated if and only if I remove my comments and pay a $25 restoration fee.  I feel that this is bad business practices to only restore my account if I remove my comments (what ever happened to freedom of speech?) and pay them more money!!    
  **** ************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My complaint today is about the misrepresentation of auctioned items by this company. I’ve noticed several items listed as something they are not and items being damaged and not listed as such. I placed a bid on what I thought was a product I had use for (Albeit a trivial amount) up until I did additional research on the item. The product had no description or any additional information as to what the product is. I then contacted the company to discuss this misrepresentation of the product on 01/03/2021. I was quickly laughed at and hung up on over my concern of the situation. I placed several subsequent phone calls regarding the matter, only to receive the aforementioned result. The only time I called and spoke to someone they refused to put me in touch with any member of leadership. My main goal was not to avoid the responsibility of my bid, but to discuss possible options for a resolution since this was clearly a case of bait and switch. Regrettably I was met with distain and ridiculed for a simple concern. If needed, I have record of the listing and the issue with it. As this email is being written prior to the close of the auction, I would in fact prefer a refund should I be required to pay for the deceit of this company.

  Business response

  01/05/2022

  M@C Discount is a Liquidation Auction Company.  This means many of the items are in perfect condition and many of the items are in less than idea condition.  All items are "unique"
   and described to the best of our ability.  That said, a "complete condition report" is not provided, and even if it was provided, "condition" is subjective.  What is garbage to one person, is a treasure to another.  For this reason, all items are available for inspection PRIOR to biding.  The bidders that inspect are never disappointed.  They make a personal determination regarding the value of the item and bid accordingly.  For individuals that do not have the time to inspect, we offer many solutions including, monthly memberships and buyers assurance.  Each of these options allow the bidders to return items after purchase.  If a bidder elects not to inspect and elects not to utilize one of the aforementioned solutions, it is buyer beware.  All items are sold "as/is" and once a bid is placed in the auction it cannot be retracted.  All of this was explained to the complainant.  For some, liquidation auctions are not viable and traditional full price retail purchases are the best option.
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 9th, 2021 I bid on and won an 7.5 Atomic Light up Air Hockey Table from Mac Discounts. My winning bid was $320.00, I paid a buyer premuim of $48.00, I also purchased the buyer Insurance for $32.00 and paid $22.00 in tax for a total of $424.00. this present was for a christmas present for my children. It was wrapped and waiting to be open on Christmas. Once it was opened and taken out of the box there was makor damage to the tabletop and rail rendering it completely useless. I ontacted MAC DISCOUNTS in Washington and they said because it went past the 5 day insurance policy that nothing can be done. I was told I was wronf for not inspecting it but there would have been no way of me knowing the damage unless I pulled every single item out of the box and turned the table over. Obviously it is also my fault for wrapping it up as a Christmas present and not taking out of the box as soon as I got home. In the past I have purchased things from this company that the product that I won was different than what they advertised but it was never enough money that I cared .

  Business response

  01/09/2022

  This an unfortunate situation, and we understand the frustration given the intended purpose for the liquidation purchase.  That said,M@C Discount believes that treating every bidder by the same set of rules is the best way to maintain the integrity of the auctions.  We offer solutions that take care of these situations, but there are rules and timeframes that must be adhered to for the solution to reduce the risk.  Our Buyers Assurance program allows bidders 5 business days to thoroughly inspect items and return them if there are material defects.  We cannot extend this to 30+ days because of special circumstances for a single bidder unless we are willing to extend this to all bidders.

  We stand behind our auctions and the integrity of the deadlines.  By adhering to these rules, we have earned the trust of over 60,000 bidders.

• Initial Complaint

  12/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business generally buys and re-sells items as "open box". But they are often received as obviously damaged or missing parts. They have the option to list parts as damaged or partial, but very often do not do so. If you show them physical damage in person when you pick it up, you are told that their policy is that items listed as "open box" should be inspected in person before you bid on them. But obvious damage (physical dents, huge scratches, etc) is damage, and should be listed as such. The pictures attached are from the optical tube of a telescope, where any damage completely compromises its integrity and accuracy.

  Business response

  12/11/2021

  Most of what this bidders says is true.  M@C Discount is a liquidation auctioneer.  Every item is sold via auction with an opening bid price of $1.00.  Before bidding on Open Box items, which in most cases are products that have been returned to the original retailer, all bidders should take the time to inspect the item before bidding.  We do our best to accurately describe all products in the auction, but the only way to be 100% sure of the condition is to inspect.  Liquidation auctions do not work for everyone, but for those that take the time to inspect can save hundreds of dollars.

  Customer response

  12/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  For a business to knowingly sell damaged products, several of which have been identified as damaged and accepted as a incorrectly listed item (open box, vs damaged) and then simply re-listed as open box (vice damaged), it not an ethical business practice.  If they agree an item was incorrectly listed, it should be re-listed under the appropriate condition rather than re-sold as open box.
  
  Regards,
  
  ***** ********

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased other items from this company in the past without issue. I "unknowingly" bid on an item and won on 11/4/2021. Within 24 hours I contacted the company and told them I would not be picking up the item and ask for a refund. After many back and forth emails arguing they told me they would not be refunding my money. I will be disputing this through my credit card account as well. Upon further investigation I realized the sale price they had listed was $1,9999 with an Amazon link to show the product. When I click the link the price was $500 less. I would like my credit card refunded the amount charged. I will not be pick up the item so I don't understand what is so difficult about this. I also look for a way to take my credit card off of my account and it did not leave me an option to do so.

  Business response

  11/08/2021

  We do not know what "unknowingly" bid means.  To place a bid in one of our auctions, a bidder must first create an account.  Then they need to agree to the terms and conditions for a specific auction. Finally the bidder must select a high bid price and the confirm the bid.  It is not clear how someone can go through all of these steps "unknowingly".  It seems to be simple case of buyer's remorse.

  The other option is that the complainant is claiming their phone/computer was stolen and someone else placed the bid.  If this is the case, a police report should be made.

  Regardless, when a bid is placed in the auction it is a legally binding agreement to purchase the item at a particular price.  If we were to allow this bid to be retracted it would not be "fair" to the other 12 bidders on this lot.  We believe in the integrity of our auctions and allowing bidders to retract bids will negatively affect all auctions.  All bids placed in the auction, "unknowingly" or otherwise, are considered to be placed by honest bidders willing to fulfill their legal commitments. 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went online to auction being held for Washington PA. Purchased 4 items total. Received 2 invoices - 1 for 3 items and 1 for 1 item. Paid invoices. Went to pick up items at Washington PA warehouse, waited 45 mins to pick up items and staff unable to find 1 item (the single item invoice item) and advised that other 3 items were at a different site in Butler PA. Warehouse staff advised they would refund items in 7-10 days. Received email afterwards that other 3 items needed picked up in Butler or would be put back on shelf. I did not order any items from Butler auction only from Washington auction. Advised via email and they advised they could not help- so basically kept the $40 + payment for the other 3 items. Additionally, the warehouse is in deplorable condition and appears unsafe for consumers or employees to even be inside.

  Business response

  11/04/2021

  This bidder placed bids on three items from our Butler Warehouse - NOT the Washington location as stated in the complaint.  They came to the Washington location to claim the items.  We offered to transfer the items from Butler to Washington, but this was not acceptable to the bidder.  We sell products from multiple locations, and all items must be claimed within 3 business days following the close of the auction.  Bidders are responsible for understanding the location and removal terms prior to bidding in the auction. In this case the bidder went to the wrong location to claim the items and was not interested in the offered solution.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am aware of the concept of buying product returns, however the items are listed under false pretenses. The pictures show what the item was before the return, you can go inspect your “open box” items only if they are not sealed which they make sure that the items are taped up so a proper inspection is impossible. I invested in the gold membership that allows for 2 returns a month but because almost all of the listings are misleading I’d have to get a gold membership for the next 2 years to return all the bad products . The bed was $160 and was not listed as a partial but came with no hardware and no frame but the the picture was of the full bed and we did view the boxes of the bed before the auction but again unless you open the sealed boxes you would not know everything is not inside. The cooler was 77+ fees and is a very used discarded item. I posted a pic of how it’s listed on the auction when we viewed it it was taped up so we could not open it to see the hinges were hanging off and that it did not power up. When I got it it didn’t not look like the same item from 2 days before it was dirty and banged up. It should be illegal to sell used cosmetics or items which can contact bodily fluids. Neither paraffin wax machine, the shavers, the vaginal steamer, nor the conditioner, shampoo ,face wash or face cream none were listed as “used” items. I had a large transfer order missing 2-3 items so I went back inside to talk to ms Debbie about the missing item which she called the other location was told the items were in transport so 2 days later I get the other items but no wig ($195) and I have sent 3-4 emails to no avail if they would have just checked at the time I picked my order up they could have confirmed the item was not in the box but they did not. I orders the safe that had no code and the instructions are locked inside. Smart lock not listed as used but clearly is with no way to use or install no instructions & no hardware again in a taped box.

  Business response

  10/27/2021

  M@C Discount is an auction liquidator.  The products sold are advertised as "customer returns" and every item is available for inspection for two days prior to the auction.  We have many bidders that open "sealed" boxes on a daily basis.  There are very few restrictions regarding inspections.  For example, if a product needs to be hardwired into a 220v outlet it may not be tested onsite. Otherwise all items can be opened, plugged in and a full inventory of parts can be conducted by the bidder. 

  Unfortunately participating in liquidation auctions is not for everyone.  If the bidder has the expectation that everything will be brand new and every item will be in pristine condition, this bidder will end up being disappointed more often than not.  In this case, all of the listings accurately described the items being sold.

  Customer response

  10/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not expect new items I expect items listed to be as represented in the photos and the description none of the items I purchased were described as used and they were all in used condition or broken completely. I bought my missing items to your staffs attention before I left the premises and there was still no resolution for my missing $200 item. I attached the email correspondence and I have over 200 items I will continue to unbox and post over social media to warn people about the junk being auctioned off as just open box. Used cosmetics and shavers are unsanitary and I’m sure most people don’t think they are buying other peoples used shampoo , face cream or conditioner let alone a used dirty vaginal steamer. I have spent thousands of dollars in the last 3-4 weeks and tried resolving things reasonably. I’m stuck with a bunch of used garbage that can’t be used or resold. There are several items that the listings were inaccurate and misleading the bed was not listed as a partial and who thinks they can go in a place of business and start ripping packages open for you to insinuate that the customers should do that is a problem in itself and shows that as I stated people are standing on items and throwing items around not guaranteeing things are in the same condition as when they are viewed. 
  
  Regards,
  
  ******** *****

  Business response

  12/15/2021

  I attempted to look into this further, but the name and email address associated with the complaint does not exist.  I need to know the actual name associated with the account to provide further detail on exact purchases.

  Customer response

  12/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *****

  Customer response

  12/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  None of the items were described as used and the boxes were not open they were sealed shut. The boxes were in decent shape. You skip over the whole email chain of the missing item that I reported before leaving the grounds. Used hair, razors. Face scrubs and creams are not listed as used. if it’s used and if your employees truly inspect the items that come in they should be marked as used. No remorse here I know you sell garbage at this point and will definitely let it be known. It doesn’t matter if I receive a dime back but as a professional you should be investigating how a customer did not receive  an item and has emails from two employees confirming and saying they will look into it but you rather spend your time trying to defend the garbage you sell on your auction. You just proved your shady. Enjoy trying to find loopholes to keep ripping people off I will let it be known that “open box” means garbage obviously. 
  
  Regards,
  ******** 

*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. ↩