@jt88 said:
SB customer service is not good. Last month I won some cons, so I called customer service and asked her to use my consignment balance to offset my purchase invoice (I have money in my account). To my surprise, she refused to do that, telling me that some of the auctions are still ongoing. I need to wait for a week or two after all the auctions end. So I used a credit card to pay for the invoice and wrote to the CEO to complain about it. I think it is time for me to stop buying and selling from SB for a while. Bad customer service really hurts.
If they said you can do it in two weeks why didn't you just ask again at that point? Doesn't really seem to be poor customer service, just seems like you didn't get what you wanted. I know for most auction houses you need to wait for funds to clear before they can pay you out or even use funds for consignments.
I don't think you know what you are talking about. Yes, if you want the fund send to you by check then you need to wait for settlement day but not for offset the purchase balance.
I think you’re confusing customer service with policy. What you’re describing is simply a policy you don’t agree with, that doesn’t make it poor customer service. And again, why not just wait the two weeks? I’m still not seeing how this qualifies as “bad service.” It just sounds like you didn’t get your way in the moment and got your emotions worked up. Just because another auction house might do things differently doesn’t mean everyone will. And did you ask Stack’s before buying the item if this was even possible?
I am sorry to hear about your experience and believe there must have been some misunderstanding by our customer service department. Last week, Julie, who you have a relationship with at our firm reached out, but I dont think has heard back from you. Feel free to contact her or me and I will happily facilitate the return.
Stack's highly values our customer experience and strive to go above and beyond to provide a great experience. We regularly are provided feedback that we excel in that area. In the event we fell short in this instance, please accept my personal apologies and contact us to make it right.
Brian
IMHO Stacks Bowers has a first-rate team, especially the folks in finance who cheerfully handle all my non-routine requests (Andrew, Eric, Naomi, et al). I’ll admit, there is the occasional gruff customer service person, but it’s a front line job and it’s tough and understandable.
And Chris Ortega has got to be the best auctioneer ever. Give that man a well-deserved raise!
@jt88 said:
SB customer service is not good. Last month I won some cons, so I called customer service and asked her to use my consignment balance to offset my purchase invoice (I have money in my account). To my surprise, she refused to do that, telling me that some of the auctions are still ongoing. I need to wait for a week or two after all the auctions end. So I used a credit card to pay for the invoice and wrote to the CEO to complain about it. I think it is time for me to stop buying and selling from SB for a while. Bad customer service really hurts.
If they said you can do it in two weeks why didn't you just ask again at that point? Doesn't really seem to be poor customer service, just seems like you didn't get what you wanted. I know for most auction houses you need to wait for funds to clear before they can pay you out or even use funds for consignments.
I don't think you know what you are talking about. Yes, if you want the fund send to you by check then you need to wait for settlement day but not for offset the purchase balance.
I think you’re confusing customer service with policy. What you’re describing is simply a policy you don’t agree with, that doesn’t make it poor customer service. And again, why not just wait the two weeks? I’m still not seeing how this qualifies as “bad service.” It just sounds like you didn’t get your way in the moment and got your emotions worked up. Just because another auction house might do things differently doesn’t mean everyone will. And did you ask Stack’s before buying the item if this was even possible?
Have you sold to an auction house before? Many auction houses allow using consignment money to pay for the purchase invoice because that's good for them as well. I never have to ask them to send me the check because I use all the money for purchases. In fact, in this instance, I did call before I talked to the lady. Another service rep did offset the invoice for me, but not enough for that purchase invoice, so I called again, trying to offset the remaining balance. Anyway, please make sure you understand it before you comment on something.
@jt88 said:
SB customer service is not good. Last month I won some cons, so I called customer service and asked her to use my consignment balance to offset my purchase invoice (I have money in my account). To my surprise, she refused to do that, telling me that some of the auctions are still ongoing. I need to wait for a week or two after all the auctions end. So I used a credit card to pay for the invoice and wrote to the CEO to complain about it. I think it is time for me to stop buying and selling from SB for a while. Bad customer service really hurts.
If they said you can do it in two weeks why didn't you just ask again at that point? Doesn't really seem to be poor customer service, just seems like you didn't get what you wanted. I know for most auction houses you need to wait for funds to clear before they can pay you out or even use funds for consignments.
I don't think you know what you are talking about. Yes, if you want the fund send to you by check then you need to wait for settlement day but not for offset the purchase balance.
I think you’re confusing customer service with policy. What you’re describing is simply a policy you don’t agree with, that doesn’t make it poor customer service. And again, why not just wait the two weeks? I’m still not seeing how this qualifies as “bad service.” It just sounds like you didn’t get your way in the moment and got your emotions worked up. Just because another auction house might do things differently doesn’t mean everyone will. And did you ask Stack’s before buying the item if this was even possible?
Have you sold to an auction house before? Many auction houses allow using consignment money to pay for the purchase invoice because that's good for them as well. I never have to ask them to send me the check because I use all the money for purchases. In fact, in this instance, I did call before I talked to the lady. Another service rep did offset the invoice for me, but not enough for that purchase invoice, so I called again, trying to offset the remaining balance. Anyway, please make sure you understand it before you comment on something.
@jt88 I do the same as you--offset my purchases with my sales. And it does seem like a change has been made recently. They used to offset the entire proceeds right away (when asked), but now they offset a little at a time, I presume as other orders get paid. There must have been a reason for the change, but I don't know it. Maybe an increase in deadbeat buyers due to the economy?
All good here. Just bought these cool Lincolniana Bela Lyon Pratt medals, student of St. Gaudens and of course the designer of the incuse gold. Thank you Stacks Bowers.
The VP of services called me later here is what he said: "I was calling to give you a call regarding your email on the offset. I apologize for the information you were given from our representative. Uh, you are correct that we do allow for offsets on auctions that have ended. Um, I will go ahead and discuss this with the team and make sure they understand the new rules, um or the rules that have not changed." This was from the phone transcripts.
Comments
I think you’re confusing customer service with policy. What you’re describing is simply a policy you don’t agree with, that doesn’t make it poor customer service. And again, why not just wait the two weeks? I’m still not seeing how this qualifies as “bad service.” It just sounds like you didn’t get your way in the moment and got your emotions worked up. Just because another auction house might do things differently doesn’t mean everyone will. And did you ask Stack’s before buying the item if this was even possible?
IMHO Stacks Bowers has a first-rate team, especially the folks in finance who cheerfully handle all my non-routine requests (Andrew, Eric, Naomi, et al). I’ll admit, there is the occasional gruff customer service person, but it’s a front line job and it’s tough and understandable.
And Chris Ortega has got to be the best auctioneer ever. Give that man a well-deserved raise!
Have you sold to an auction house before? Many auction houses allow using consignment money to pay for the purchase invoice because that's good for them as well. I never have to ask them to send me the check because I use all the money for purchases. In fact, in this instance, I did call before I talked to the lady. Another service rep did offset the invoice for me, but not enough for that purchase invoice, so I called again, trying to offset the remaining balance. Anyway, please make sure you understand it before you comment on something.
@jt88 I do the same as you--offset my purchases with my sales. And it does seem like a change has been made recently. They used to offset the entire proceeds right away (when asked), but now they offset a little at a time, I presume as other orders get paid. There must have been a reason for the change, but I don't know it. Maybe an increase in deadbeat buyers due to the economy?
All good here. Just bought these cool Lincolniana Bela Lyon Pratt medals, student of St. Gaudens and of course the designer of the incuse gold. Thank you Stacks Bowers.
@pruebas
The VP of services called me later here is what he said: "I was calling to give you a call regarding your email on the offset. I apologize for the information you were given from our representative. Uh, you are correct that we do allow for offsets on auctions that have ended. Um, I will go ahead and discuss this with the team and make sure they understand the new rules, um or the rules that have not changed." This was from the phone transcripts.