PROBLEM RESOLVED ... Help! Problem with Heritage auction lot.

Shamika

Not to go into great detail, but I just received a coin from Heritage's recent Signature Auction that has a large scratch running clear across the obverse face. It's serious enough that I'm surprised PCGS even graded it. It's a shame because the coin is very nice otherwise. My issue is that Heritage made no mention of the problem in their lot description. I understand that auction houses typically gloss over problems in the rare instance that problems are even mentioned, but this is unacceptable. I've been a frequent buyer from Heritage for more than 10 years and I've NEVER complained about the quality of items recieved from Heritage.

Before I contact Heritage, can I expect any satisfaction or am I stuck with a lemon?

Help,
Chris

GRANDAM

What is their stated return policy?

coinguy1

I'd suggest that you contact them by phone, and politely/calmly/firmly explain the situation to them, just as you did here. And I'd emphasize the part that says: "I've been a frequent buyer from Heritage for more than 10 years and I've NEVER complained about the quality of items recieved from Heritage."

While you shouldn't necessarily "expect" a satisfactory result, under the circumstances, it seems that you can reasonably "hope" for one. All things considered, I like your odds. Best of luck.

PS - If you've bought sight-unseen for that long and never had a problem prior to now, count your lucky stars.

TomB

I imagine that Heritage will accept the lot as a return if you speak with someone on the phone and then write an email to explain the issue as well as have the coin in the mail to them within a day or two. Obviously, I cannot speak for Heritage, but they accepted a return of mine a few years ago without issue. However, you may have to pay them a 10% fee or so for the return.

BAJJERFAN

If it is as you say, then I would ask them to waive any fees to return the coin. I know that TeleTrade has done that in the past.

yellowkid

If the piece was represented correctly, I believe HA will make good on it.

19Lyds

Reference links?

joebb21

link?

PerryHall

Can you show us a pic of this large scratch that both PCGS and Heritage missed?

AMRC

They will take it back. If it is truly as blatant as you say they will not charge you a restock. They are pretty fair.

Shamika

For the sake of the consignor I'd rather not share a link to the coin. My concern is with Heritage and how they will receive a complaint.

roadrunner

They might also return the coin to PCGS on your behalf if they think the coin should be downgraded. If Halperin and his boys agree with you that would be a win-win from Heritage's standpoint. They would have much more oomph than you would. And if it's an obvious misgrade, then it will be resolved. At this point I think you have 2 options to keep from remaining the owner of lemonade.

This happened to me on a raw, orig toned, and near gem bust quarter from a NIOF auction back in the mid-1980's. I spent about 15 minutes looking at the coin during lot viewing and I graded it MS65. Turned out I "won" the lot but when delivered it had an obvious and quite large/very old and deep scratch across the entire obverse, dropping the coin down several grades. There was no way this coin had this scratch on it when I viewed it and it "seemed" to be similar to the coin I had looked at. I ended up eating the coin for a several thousand dollar loss. It was the last time I bid at a NIOF sale. One of the owners of the original NIOF was sent to jail in the past 5-10 yrs....for coin fraud....about 20 yrs too late to help me out.

roadrunner

Manorcourtman

Let us know what happens!

Shamika

<< <i>They might also return the coin to PCGS on your behalf if they think the coin should be downgraded. If Halperin and his boys agree with you that would be a win-win from Heritage's standpoint. They would have much more oomph than you would. And if it's an obvious misgrade, then it will be resolved. At this point I think you have 2 options to keep from remaining the owner of lemonade. >>


Great idea roadrunner.

Shamika

After speaking with customer service and writing a polite email explaining my concern, Heritage sent me the following email today:

"Thank you Mr. XXX,
We will return the coin for you. Please send it back to us for a refund. I will start return process for you."


I'm stunned. Could it be this easy? This virtually guarantees that Heritage will be the auction house of choice when I liquidate my own collection.