I am thru with Heritage! " Your winning lot was picked up by the consigner at the show "
ER
Posts: 7,345 ✭
Customer service $ukcs big time. And I told Greg Rohan so. Title edited.
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<< <i>Customer service $ukcs big time. And I told Greg Rohan so. >>
They're demanding we pay them a $25.00 'handling' charge for the privilege of picking up $10k worth of lots at the auction.
What's wrong with those people?
<< <i>No details? >>
Two weeks after payment, no coin. Made a call yesterday, and got, " Oh, I don 't know why we haven't shipped your coin yet. I 'll make sure to get it out today. I 'm going to Shipping Department now." Another call today, and, " Hmmm, no it has not been shipped yet. Don' know why. " And this is not the first time stuff like this has happened. I 'm busy, just like everybody else, and I arrange my schedule to be around when the package arrives. Just a waste. When are business people going to realize that customer service is very important?
<< <i>
<< <i>Customer service $ukcs big time. And I told Greg Rohan so. >>
They're demanding we pay them a $25.00 'handling' charge for the privilege of picking up $10k worth of lots at the auction.
What's wrong with those people? >>
Geez, you expect them to get by on just the 15% juice?
<< <i>How could the consignor pick up the lot? If it showed you met the reserve, and paid for the item, I wouldn't think the consignor could take it back. Something sounds awfully screwed up here. >>
This isn't the first time Heritage has allowed consignors to 'back out' of sales.
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<< <i>Holy crap! It just got better. Just received a call from Heritage. " Oh, Mr. __, I have just been informed that your winning lot was picked up by the consigner at the show
rediculous
Russ, NCNE
<< <i>
<< <i>How could the consignor pick up the lot? If it showed you met the reserve, and paid for the item, I wouldn't think the consignor could take it back. Something sounds awfully screwed up here. >>
This isn't the first time Heritage has allowed consignors to 'back out' of sales. >>
If this is a regular occurence, why bother bidding in Heritage auctions? If the consignor doesn't like the price he got, he can just take the coin back? Sorry, total BS and ER has the right to be very PO'd. I would be.
<< <i>Geez, you expect them to get by on just the 15% juice? >>
Reminds me of an ANR auction I won. Coin was $29K and they added $11 for shipping.
well, at least you know why it didn't get shipped to you.
There are plenty of posts about the reserve mistake. MOVE ON....
The shipping costs? Pennies on the dollar. I dont even NOTICE them. Are you the same guys that would drive 5 miles to get a cheaper gas price per gallon, and save 50 cents???
<< <i>not good. I won't be bidding on anything until they start taking better pics (esp. copper), this just seals it for me. >>
But... but... Heritage is who Coin World went to when they did their articles on coin photography!
coin. Sound's like fraud, Theft by decption and unfair trade practice. I would weigh out my options and consider a free
attorney consultation, Not to mention contacting the BBB and reporting Heritage. Personally, I would tell them either to
produce the coin you purchased. If they refuse tell them your option's, But if you threaten them with litigation, Then in
most states, you had better follow through. Get a copy of their consignment policy and their buyer's and bidder's policy
and read them well. Make sure there is no language that allow's this type of thing to be allowed, And Clean their plow.
If you agree to a refund you will have no recourse. JMHO.....
I plead the 5th. on this But also reserve my right to excercise my freedom of speech......
<< <i>
<< <i>not good. I won't be bidding on anything until they start taking better pics (esp. copper), this just seals it for me. >>
But... but... Heritage is who Coin World went to when they did their articles on coin photography!
Well then, they had better read their own article then.
<< <i>From a legal standpoint, You won the auction. Paid for the coin. Heritage had no right to allow the consignor to pick up the
coin. >>
Wrong. Read their TOS.
<< <i>Make sure there is no language that allow's this type of thing to be allowed >>
There is.
Russ, NCNE
coin. Sound's like fraud...
Actually, they do have the right. Read the other thread on the Registry Forum.
I have generally had excellent service from Heritage in the past. I cannot complain about it. I find myself bidding less and less aggressively because I do not trust the photography. For the FUN auction, I called three times to ask for a Heritage numismatist to review 8 lots with me on the phone, and no one ever got back to me. To this day. I ended up bidding on only one coin because a friend, who saw the coin in person, strongly recommended. I ended up winning one coin that this friend bid for me.
On the other hand, when I wanted to discuss a short list of coins for an ANR auction, I was called back the same day, and one of their lead numismatists was very helpful and honest in his opinion.
While some might say that ER is not harmed by the snafu with the reserves, perhaps he gave up on another coin because he thought he had won this one. Perhaps another Heritage consigner would have had a coin meet reserve if ER had known he did not win the coin he thought he won. It is more complex than just not winning an auction coin, and the whole process suffers as a result of these mishaps.
Edited to add: On the other thread, Greg Rohan, who I believe is truly a good guy who wants to do the right thing, offered his email address to anyone who had a complaint or problem. I was tempted to email him, but I am a small customer, and I do not see that anything will change as a result. Heritage is too big, and there are too many moving parts.
<< <i>.............. ER, at first you were crying about not getting your coin in the mail, but it was ONLY 2 WEEKS!!!! That part I don't know what you were so worried about. COME ON, a few weeks longer, WHAT'S THE BIG DEAL, unless you have some BIG BUYER IMMEDIATELY
............; >>
Lloyd, it might not be a big deal to you, but it is a big deal to me. And I buy coins for my collection. I am not a dealer, and don 't have any buyer waiting. That 's all I have to say about your post.
Jerry
The closest thing that happened to me similar to this was that I was the high bidder on a coin auctioned by one of the major auction houses. Their website indicated that although I had the high bid, I did not win the lot. I made inquiries, and discovered that a floor bidder matched my bid. I pointed out that as my bid came in first, according to their auction terms, the coin was mine.
They agreed, and tried to get it back from the floor bidder (who picked up the lot at the show), who told them to 'metelela.' They wrote me a sincere letter of apology, and offered me a choice of books which they would send me as a professional courtesy.
I accepted their apology and still do business with them. I think Heritage should do likewise. Personally, I would have tried to resolve / finalize this matter with them privately before putting the story on these (or other) boards.
"Seu cabra da peste,
"Sou Mangueira......."
P.S. The same thing happened to me when bidding on some construction equipment. The auction company did not include the consignor's reserve and I won the bid on that basis. When the consignor tried to void the sale the lawyers got involved and we ended up with the equipment and the auction company had to fork over the difference between our bid and the reserve.
<< <i>...The same thing happened to me when bidding on some construction equipment. >>
my guess is that the auctioneer in that case didn't have the dreaded "paragraph 17" in their auction terms...........
making it not "the same thing" at all!
edtied to add:
somehow i knew CG1 would beat me to the punch! and also that i've only had good experiences with Heritage, even when it was my bad, they've worked hard and done all they could to make it "good."
I do believe a matter such as this should be worked out with the TGP FIRST. You don't want all the TPG's (or even dealers) putting your name on the "black list". Believe me, they all know who we are, and keep an eye on us.
I had said a good point to a "higher-up" of one auction sight once, and guess what. Within 2 weeks, I had two other major houses call me, regarding my (I'll say analysis). I found it interesting, since one I had never purchased from.
Heritage and the others do not wish to lose regular customers. Things hopefully will work out.
-----Lloyd
I haven't bought much from Heritage and what I have has all been small time stuff. The only thing that sticks in my mind about the transactions was that shipping was on the slow side. Smoeone mentioned 30 days...thats crazy!! No way should smoeone who spends thousands of $$$ should have to wait that long. How about pull a few people out of their big offices after a big auction and show them the way to the shipping department to help out for a couple days...or work a little overtime!
Another point...what did Heritage think you sent them your money for?? Did they send you an invoice for the auction? You wouldn't think it would take them very long to figure out they had money for a coin that they didn't have. One thing I learned quick during my career was that its always better to call the customer first. They will still be unhappy, but if they need to call you a few times they are like a time bomb.
Sorry for the rant, but poor customer service really gets me. I guess if they continue to provide that type of service alot of people won't expect any better after awhile.
Hey Lloyd, no problem.
<< <i>...and we are in the process of getting you a refund... >>
THAT should be a VERY SHORT process if they know what's good for them!
Heritage appears to have "screwed the pooch" in the same fashion that has already been reported.
Email/call Greg and tell him what happened, why you weren't contacted, and your feelings at having been jacked around when you call to check on things.
It has been handled poorly from them.
As for shipping out soon. I agree that if someone buys $xxxx amount worth, they should get expedited shipping. Maybe not on a $25 coin, but if someone is spending thousands, and the coin is ALREADY in Heritage's hands, then get it out the door! Doesn't take highly qualified people to ship items (well, maybe it does and that is why people are still waiting). Once paid, it should be ready to be shipped out.
Mark - There are very few coins that I would NOT pass over if the seller/auction house had done me injustice. Most coins are not "the only one out there" (some are, but not most). So, I completely understand the "cut off the nose to spite the face" thoughts. Heck, I do that a lot to myself anyway
I've been told I tolerate fools poorly...that may explain things if I have a problem with you. Current ebay items - Nothing at the moment
most certainly have every right. While you as the bidder/buyer obviousley have very limited right's. Kind of a double-edged
sword. the language about rescinding for reason's stated as "Otherwise" seem's clearly that in the event, of anything
they want to use as an excuse, Should be acceptable by you. NOT!!!!!!!!!!!! and a violation of your civil rights. A good
attorney could hammer them in a court of law. Mental anguish, Post Traumatic Stress syndrome, While Compensatory
damages aren't much. Punitive damages can well exceed many times the original estimated loss. I believe you could build a strong case and most likely if other's are at a substantial loss you could file a Joint Tort. As for the "TOS" If i was them,
I would have a disclaimer that is more direct and specific. I think the term is "Res Ipsca Loquitor" meaning, "It" The Thing speak's for itself". A Class Action Lawsuit or Joint Tort would certainly set them to thinking.
JMHO, Why is it the little guy alway's get's the fornication?
The above statement is purely hypothetical, as i am not an attorney, nor do i claim to be one. Just a bystanders
view from a distance.
AS one hand did not know what the other was doing
and every time i called about my consignment the deal that was verbally agreed to and firm conditions made kept eroding and eroding
i finally asked that my consignment be returned to me forthwith which was refused on two occasions after being harassed and verbally abused i finally got them back
and there was something that was never returned to me with no explaination and yes it was valuable to me rather more important also
after my experience i would be extremely hesistant to say the least in doing any kind of biz with them as they made me really physically sick with fear and worry
and it was a nasty uncomfortable experience to get my consignment back and i was told that i am the only one that they had this happen to and they acted like i was some moron and idiot...............which i still do not apprecaite
the man who i originally dealt with is no longer there
nothing personal but since coins is not something i need to survive and even if it was i would most likely not ever do biz with this firm
michael
i am not mad at the fact of this but there was no need to give me a hard time if they did not want to honor their verbal word by putting this in a written contract then return the coins and say nothing
instead of giving me a hard time and the agreement always changing not in my favor every time i called
not a good way in my opinion to do biz and this is okie but i would most likely not consider them again even to wash my socks
My experience is that terms and conditions of a sale do not protect the seller from negligence on their part. They all try to put such a clause in the T&C's, but it does not hold up in court. If a seller screws up and does not keep adequate records, or losseses records, or records wrong information they are at fault regardless of the T&C's. If it can be shown that this has happened more than once or twice they will almost certainly be given a legal spanking.
<< <i>Today I had a contact with a "higher up". They have had meetings the last few days about how to improve things.
I DO believe they know they need to work on a few areas. I also believe they WANT to improve themselves.
Keep in mind, the FUN auctions were totally beyond anything ever done by any auction company. >>
I don't know, I can't get over thinking of them as a wannabe auction house now.
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<< <i>My experience is that terms and conditions of a sale do not protect the seller from negligence on their part. >>
So you are saying that in your dispute there was a clause such as paragraph 17 and it was voided?
When a business gets too big to handle customer concerns in an honest and forthright way, it's time to move on to someone else. I've had great service from most dealers (like DLRC) and consider customer service to be a large part of my decision when buying. Stories like ER's just tend to substantiate that approach.
<< <i>and a violation of your civil rights. A good
attorney could hammer them in a court of law. Mental anguish, Post Traumatic Stress syndrome >>
Man, I love this place!
Russ, NCNE
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Its called E & O,errors and omissions,boiler plate legal crappola
I guaranty heritage has insurance for this,court of law,they likely would lose.
<< <i>Just because its in writing dont make it so !
Its called E & O,errors and omissions,boiler plate legal crappola
I guaranty heritage has insurance for this,court of law,they likely would lose. >>
I'm sure if pressured in such situation they'd suck it up and settle anyways.
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