ComplaintsforHeritage Auctions

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The purchase was made on May the 5th. I purchase a bracelet as a make an offer item not an auction item. I was explain on the phone that I could return if I didnt like it.I cancelled the order before it was shipped to me so I never received the bracelet. The merchant refused to issue a refund. I disputed the charge with my credit card and after a week the issue me a the refund. Now the company is saying that I still owe them $11,677.55 and that I will have to pay penalties if I dont pay in the next 5 days. Why the didnt continue the dispute with my credit card company if they didnt agree?

  Customer response

  06/05/2024

  The issue was resolved and I would like to withdraw my complain. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently purchased a championship ****** ring from their site. I purchased this on the 16th. I submitted immediate payment which came out of my account on 17th. It shows on their end to have posted on 19th. That being said. They have only now made the label. It says it will be here according to their site to allow 14 days tops for shipping. That wont be here in time. I spent spent around 3k on buyer fees. What are these fees for if Im paying for a premium product but a premium service is not being rendered. I work law enforcement I work too hard for my money to be treated this way. This was my first and most definitely last purchase I make on here. Sadly would have spent very good money on other times. I plan to put up reviews on them anywhere I can. This is unacceptable.

  Business response

  06/13/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the client's concerns and to provide a detailed account of the transaction and our policies.  
  
  Our records indicate the following timeline for the client's purchase, payment and shipment:
  
  The client bought an item in our auction 50069-3950 on Thursday, May 16, 2024.
  The client made a payment via e-check on Sunday, May 19, 2024
  Heritage released the invoice to their shipping department on Wednesday, May 22, 2024.
  Due to a holiday on Monday, May 27, 2024, the item was shipped on Tuesday, May 28, 2024.
  The total turnaround time to ship the invoice was 7 business days, which is within our standard shipping time frame of 7-14 business days.
  According to our tracking information, the package was delivered on Friday, May 31, 2024, at 1:26 PM.
  
  We understand that this issue has been resolved with the delivery of the package.
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I won this item in the auction and was invoiced on 4/7/2024. I paid the invoice immediately on 4/8/2024. After I made the payment, the invoice has been changed multiple times; and as of today 5/23/2024 (more than 6 weeks after the payment), I still have not received the item or seen the shipping information of the item. During this period, I have called, waited, coordinated with the auction's customer service for more than five times and spent over eight hours on this issue. The last time I tried to contact is on 5/21/2024: the gentleman claiming himself as a supervisor of the customer service assured me that the item would be shipped out either later the same day (5/21/2024) or the second day (5/22/2024), but the fact is as of now (almost the close of business 5/23/2024) there is still no update on the shipping information. I believe I am a person with a very good patience and I have done everything I am able to and everything I can bear to try to make the things work, but as of now, it seems the communication of the auction is totally a mess. The answers I received from the multiple contacts of the auction house are totally different with each other, and they seem to be lacking the capability to ship to the correct item to the correct buyer.

  Business response

  05/30/2024

  We appreciate the opportunity to address the client's concerns regarding the delay in receiving his auction item. Our records indicate that REF# *****-7138 was shipped on April 25, 2024, via **** and was delivered.Additionally, REF# *****-8223 was shipped on May 23, 2024, via ****** which attempted delivery on May 24, 2024 but noted that an adult recipient was unavailable to sign for the package.
  
  Upon receiving this complaint, we contacted the client to ensure his satisfaction, and report that the client received his package on May 28, 2024. One of our supervisors spoke with the client directly,and he confirmed he received his items.
  
  We apologize for the inconvenience and frustration caused by the delay. 

  Customer response

  05/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unprofessional, lack of communication and absolutely dismissive and rude. They sold my item without communicating with me. I am waiting for payment....and have contacted my lawyer if I need help collecting or getting my 1999 New York Yankee World Series pendant back.

  Business response

  05/24/2024

  We were in regular contact with the complainant and are very sorry that she felt we were rude and dismissive.  We take extra care with our thousands of consignors each year to provide good service. When we received this notice, we rescinded the sale and returned the property by Federal Express today.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a painting from Heritage Auctions (HA) through Artsy (an application) on 12 April 2024 for $4,250.00. After delayed shipping I finally received the painting today, 03 March 2024 and the frame is damaged in multiple places. When I lifted the painting the frame fell apart. Conveniently, HA claims they are not liable for any damage to the frame. I understand that scuffs and minor dings happen during shipping when items are packaged properly. However, damage to this extent is do to poor packaging and lack of due diligence on the part of HA.

  Business response

  05/17/2024

  Our Managing Director and Director of Operations both reached out to the client (on May 5 and May 7 respectively) explaining that our terms and conditions don't cover frames. Since he has not gotten back to either manager, and we want all of our clients to be satisfied, we are going ahead and sending him a $200 coupon for future use and of course he is welcome to return the item for a full refund. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I won an auction for authentic Beatles records back on Nov 14 2020. I won the following sealed albums Something New ************** VI stereo. I recently liquidated my collection and when I sold these 2 albums the buyer was quite upset and said that they were resealed albums, not authentic. When I won these records at Heritage Auctions they guaranteed with a certificate of authenticity that both records were indeed original and authentic. When the buyer who is a Beatles expert sent them back to me I decided to open one of them and that was Something New.When I opened it the vinyl inside was used with various heavy scratches which would not be found in an authentic sealed record album. I looked over the cover and found that it had some touch up work done to it along with a phony price tag and shrinkwrap that was not original.I have contacted Heritage about this problem for the last month and nobody ever gets back to me. I sent them copies of the invoices along with pictures of the phony records. I sent them to their client services **** because they asked me to send them.*** also called a ********************* their Entertainment expert on vinyl records and got through to him once. He has not bothered to answer anymore if my emails or phone messages. I feel that because they guaranteed these items with their Certificate Of Authenticity that they should refund my money.The entire balance came to $1,529.06 with buyers premium, shipping and tax.Im only getting the run around up to this point and find it terrible that a big famous auction house would totally neglect my request.Sincerely Yours, ********************************* ************ I am sorry but all my pictures with the invoices and certificates of authenticity with the bogus records will not download. I could always mail them to you if you wish.

  Business response

  04/01/2024

  Our deepest apologies. We have issued a full refund and a coupon for future use.  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My prolonged ordeal withn HA has necessitated this formal complaint following unresolved disputes, unprofessional conduct, and systemic malpractices that breach consumer trust and infringe upon fair business practices. Unjustified Fees and Withheld Goods:A recurring theme in my interactions with HA has been the imposition of exorbitant fees post-purchase, significantly exceeding any reasonable or previously indicated amounts. Despite full settlement of purchase amounts, HA has habitually withheld goods, leveraging these additional charges as a precondition for release. This practice not only deviates from standard ethical guidelines but also places undue financial strain on consumers, effectively holding purchased items hostage.Unauthorized Use of Third-Party Shipping:Contrary to explicit instructions to utilize designated logistics partners, HA unilaterally engaged third-party shipping companies. This unauthorized decision compromised the security and integrity of the shipped items, allow HA to continue inflate costs and introduce risks and liabilities outside of my control or agreement. Lack of Transparency and Failure to Address Complaints:Efforts to seek clarity or contest the imposed fees were met with obfuscation and, more concerningly, a palpable reluctance or outright refusal to engage in constructive dialogue. Formal complaints and requests for intervention were either ignored or inadequately addressed, highlighting a systemic failure in customer service and dispute resolution mechanisms within HA.Coercive Tactics and Misuse of Power:The pattern of behavior exhibited by HA's credit and logistics teams suggests a calculated use of coercive tactics, leveraging the withholding of goods and imposition of late payment fees as instruments of pressure to enforce compliance with unjustified demands. This approach not only undermines the foundational principles of fairness and integrity in business transactions but also borders on extortionate conduct.

  Business response

  04/02/2024

  The complainant owes Heritage $153,786.45, the balance on four invoices with no payments since June 2023. We had already waived his late fees and adjusted his shipping, so those have not been issues for some time. He has always been welcome to arrange his own shipping if he doesnt like what we charge. We even offered him extended payment options, to which he defaulted. Under Texas law, we are allowed to pass along the cost of debit and credit card charges, which are fully disclosed. The complainant has always had the option to pay by wire transfer. The complainant has failed to fulfill his obligations and has threatened to go to the news and file complaints like this one rather than pay. As a result, he has forced us to foreclose on the material for which we have been waiting very patiently for payment. The Demand for payment and foreclosure emails are attached.  

  Customer response

  04/02/2024

  Rejection of Heritage Auctions' Response to the Better Business Bureau
  

  I am compelled to reject the response provided by Heritage Auctions due to several critical issues and discrepancies in our transactions and communications that remain unresolved, the points have been raised with HA since July 2023 yet have not been yet addressed. An email detailing the current situation was sent to HA on 31 March 2024 and was attached.  

   

  My rejection hinges on the following detailed points:

   

  Historic Fees and Charges: Heritage Auctions' recent claims fails to address the core of our dispute, notably the excessive shipping charges, unjust late fees, and other discrepancies first raised in my formal complaint in July 2023. This complaint, which has yet to receive a proper response, significantly impacts the overall alleged balance, highlighting a pattern of overcharging that has not been rectified.

  Lack of Response to Settlement Conditions: Througfhout my correspondence seeking an amigable and professional resuluttion, I sought written confirmation from Heritage Auctions that no additional fees would be levied upon settlement, and that my goods would not be withheld, as has been the practice in previous instances. The firms failure to provide these assurances further complicates any potential for amicable resolution.
  

  Extended Payment Options and Default: While Heritage Auctions references extended payment options, it is essential to note that my engagement with these options was conditional upon addressing the issues mentioned. The absence of a constructive response from Heritage Auctions has effectively rendered these options void before any default could occur.
  

  Payment Methods and Charges: The payment options suggested by Heritage Auctions, including wire transfers and card payments, do not alleviate my primary concern over the potential for unjust and excessive fees. Without a definitive commitment from Heritage Auctions to refrain from imposing additional costs, these payment avenues are rendered ineffective. This lack of assurance has been a major factor in the ongoing dispute.
  

  Foreclosure Threats: Heritage Auctions' decision to foreclose on materials due to non-payment overlooks the substantial disputes regarding the fairness and validity of the charges imposed. This action, perceived as both premature and punitive, disregards the need for resolution of the underlying issues.
  

  Unauthorized Use of Shipping Services: The unauthorized release of goods in June 2023, valued at over $27,000, remains a significant and unresolved concern. Furthermore, despite assertions to the contrary, Heritage Auctions has repeatedly utilized its own logistics services against my explicit instructions, resulting in inflated costs and the coercive retention of my goods. This practice raises serious questions about the firm's motivations and the excessive charges applied, often ten times higher than reputable carriers like UPS.
  

  Misuse of Position and Coercive Practices: The continued employment of Heritage Auctions' logistics services, contrary to my explicit wishes, and the imposition of inflated logistics fees, highlight a misuse of the company's position. This coercive approach to billing has been a significant factor in my decision to withhold payments and underscores the predatory nature of Heritage Auctions' business practices.
  

  In Summary:

  The response from Heritage Auctions inadequately addresses the substantive issues at the core of our dispute. Instead of addressing these fundamental concerns regarding excessive fees, unauthorized actions, and lack of responsive communication, the company has attempted to sidestep them. Until these issues are fully addressed and resolved in a manner that is fair, transparent, and equitable, I am compelled to reject their response and seek further review and resolution through appropriate channels.

  Customer response

  04/25/2024

  Dear BBB,
  
  I hope this message finds you well. I'm writing to share some recent developments in our ongoing issue with Heritage Auctions. Despite their assurances, I'm afraid there are still a number of critical issues that have not been addressed adequately.
  
  The primary concern is the lack of clarity regarding what items they currently hold on our behalf. As you will see from the attached email, we still do not have confirmation on this matter, nor any update on the goods that were released to unauthorised parties. This lack of information and transparency is troubling, to say the least.
  
  Additionally, there seems to be some confusion regarding late payment fees and other charges. While they claim to have credited these fees, their explanation is somewhat misleading. These credits appear to apply only to new invoices, not those we have already settled, particularly those dating back to 2022 and early 2023.
  
  I must admit that I am unsure of the best way to proceed in order to reach a resolution at this stage. Your expert advice and guidance would be greatly appreciated. Thank you, as always, for your support in this matter. I appreciate your guidance and recommendations, and I am looking forward to your comments. 
  
  Thank you.
  
  
  ************ CHRISTOFI - BA (HONS), - ACCA co-founder & CEO
  Conectid Group, ****************************************************************************************************************************************************************************
  

  Customer response

  04/25/2024

  Dear BBB,
  
  I hope this message finds you well. I'm writing to share some recent developments in our ongoing issue with Heritage Auctions. Despite their assurances, I'm afraid there are still a number of critical issues that have not been addressed adequately.
  
  The primary concern is the lack of clarity regarding what items they currently hold on our behalf. As you will see from the attached email, we still do not have confirmation on this matter, nor any update on the goods that were released to unauthorised parties. This lack of information and transparency is troubling, to say the least.
  
  Additionally, there seems to be some confusion regarding late payment fees and other charges. While they claim to have credited these fees, their explanation is somewhat misleading. These credits appear to apply only to new invoices, not those we have already settled, particularly those dating back to 2022 and early 2023.
  
  I must admit that I am unsure of the best way to proceed in order to reach a resolution at this stage. Your expert advice and guidance would be greatly appreciated. Thank you, as always, for your support in this matter. I appreciate your guidance and recommendations, and I am looking forward to your comments. 
  
  Thank you.
  
  
  ************ CHRISTOFI - BA (HONS), - ACCA co-founder & CEO
  Conectid Group, ****************************************************************************************************************************************************************************
  

  Customer response

  05/03/2024

  From: **** (**********) ********************** <*****************>
  Sent: Thursday, May 2, 2024 8:20 PM
  Subject: FW: Thank you. We've received your complaint.

   

  Dear Better Business Bureau,

  I trust this email finds you well. I am writing to express my concern regarding the complaint I lodged some time ago. Despite forwarding several emails and having correspondence with the company in question, I have not received any communication from either you or the company about the current status of my complaint.

  Moreover, I cannot access my complaint on your platform, which has added to my growing concerns. The matter at hand involves a substantial amount of money, running into hundreds of thousands of pounds, and the lack of progress is rather disconcerting.

  I kindly request you to provide an update regarding my complaint as soon as possible. I am eager to know how to proceed with this matter, as the current stalemate is unmanageable and absolutely unacceptable.

  I look forward to hearing from you soon and working towards a satisfactory resolution.

  Yours sincerely,

   

   

  ************ CHRISTOFI - BA (HONS), - ACCA co-founder & CEO

  Conectid Group, **********************************************************************************************************************************************************************, ***

   

  Customer response

  05/08/2024

  Dear Dispute Resolution Department,

  
  I hope this message finds you well. I am writing to follow up on my ongoing complaint against Heritage Auctions, with reference to complaint ID ********. While I appreciate the efforts of the BBB in facilitating this process, there are crucial aspects of my complaint that remain unaddressed and require urgent attention.

  
  First and foremost, the issue regarding the goods released to unauthorized parties has not been clarified. As of my last correspondence, I have not received any confirmation on whether these items have been recovered or their current status, which is a significant concern for me. This matter was outlined in my initial complaint and in subsequent communications, yet it appears to have been overlooked in the responses provided thus far.

  
  Additionally, there remains an ambiguity concerning the exact inventory of goods currently held by Heritage Auctions on my behalf. Clear and precise information on this is critical for any meaningful progress towards resolution.

  
  It is important to note that the only reason for suspending or withholding payments was due to the fact that goods I had paid for were released to third parties without confirmation of their whereabouts, alongside the other unresolved issues and the lack of response to my formal complaint filed in July 2023.

  
  Given these unresolved issues, I kindly request that the BBB ensure these specific points are addressed in the business's response. It is essential for moving forward and finding a resolution that these points are not merely acknowledged but thoroughly addressed with detailed information and appropriate action.

  
  I appreciate your attention to these matters and look forward to your prompt response, which will greatly aid in clarifying the situation and advancing towards a resolution.
  Thank you for your continued support.

  
  Best regards,
  ******************************
  BA (Hons), ACCA Co-founder & CEO
  Conectid Group
  **********************************************************************************************,
  Reading, RG6 1PT, *********, *******, **
  Email: *****************
  Phone: *************

  Business response

  05/28/2024

  It's important to remember that the client did not pay for $153,786.45  in four auction purchases from June thru August 2023 and counting. We have paid our consignors and have tried diligently to work with him on payment and logistics to no avail. The attached spread sheet shows what has been shipped, what has been sold in foreclosure and what is still in hand scheduled for foreclosure. In all likelihood there will be a shortfall of his obligation and legal proceedings to collect the balance owed.  All of our actions have been a result of the client not paying for his obligations which continues on. 

  In answer of the specific questions. 

  1. No we can't confirm. We have waived late fees as a courtesy, but interest will continue to accrue and future fees including legal fees may be applied. 

  2. If payment in full including interest is made before items are foreclosed upon with good funds, by wire only, we can confirm that nothing unsold will be withheld. 

  3. In this case, the client can arrange for his own packing and shipping. There are multiple 3rd party shipping companies who can assist. 

  4. As mentioned, late fees have been waived as a courtesy. Packing and shipping fees will be at the clients expense with a third party shipper. 

  5. List attached. 

  6. All of the items shipped are listed in the attachment. Everything we shipped was at the clients request or after payment. 

  7. Same answer as #6. 

  8. We continue transparent and fair business practices. When all obligations are satisfied in full we can discuss. 

  9. All extraneous fees (but not interest) have been reversed and final invoices have been previously provided.  

  We would welcome payment and the arrangements for shipping of the remaining items, as foreclosure action continues.  

• Initial Complaint

  12/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HA sent me a damage item (**** pf quarter eagle), for which I ultimately cancelled the purchase since the whole process was too slow, but was not refunded shipping and handling.

  Business response

  12/26/2023

  We apologize for the delay in refunding the shipping and handling part of the return. there was a mix-up in accounting due to vacations and holiday time off. This should now be refunded.  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I won an auction for a comic book on Dec 19. I paid immediately despite Heritage claiming that it was received on the 22nd.The company claims it will ship within **** days. That time has gone and passed. I have contacted the company multiple times to no avail. The last response was days ago telling me my item was in the shipping department and ready to ship. If that's the case, why hasn't it shipped?Heritage has, without question, the worst shipping of any company I have ever done business with. I was originally planning on buying several more high valued items in their auctions, but now I'm starting to re-think that. Heritage, please send me my item.

  Business response

  01/08/2024

  We apologize for the delays in shipping.  This was due to the high volume of orders and operational challenges during the holiday period. We understand the inconvenience this caused our client and have taken steps to address the issue. I am pleased to report that the client's invoice, was successfully shipped and received by the client on December 13th.  We have been in direct communication with the client to ensure their satisfaction. 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I consigned many pieces of jewelry and silver to Heritage in Feb., 2023. The paperwork that was prepared for me was incomplete. No date, poor descriptions. I was never asked about reserve pricing. I requested that the 2 sets of silver , ******* Chrysanthemum, should be in separate auction sales. I was ignored. I feel that I was bamboozled by high pressure techniques and poorly represented by Heritage. It is your loss because I will never deal with you again and I will tell my friends to stay away. I have called several times to speak to a representative but I was put on hold for an hour and never reached a human being. Your business is in disarray!!!

  Business response

  11/28/2023

  This complaint stemmed from a misunderstanding by the consignor, whose 5 items sold strongly within the pre-auction estimates. The issue was quickly resolved and client is now satisfied.  Heritage has been assured of more consignments from this collection in the future.

*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. ↩