Many years ago, a veteran coin dealer recommended that if I simply forget that Stack's exists, I would be better off in the long run. Well, I am stubborn and had to learn the lesson myself.
I know that there are many fine people who work for their organization (including Brian), but there seem to be chronic organizational challenges that consistently overwhelm the ability and acumen of some of the finest professional numismatists of our generation.
Again, thanks for all of your comments. It gave me a bit more perspective. I had not assumed that when I was told Brian made the final call on what I could return that there was a possibility that was not correct. Also, another poster said that I was pouting, but frankly they are not completely wrong. As I mentioned in my original post, the tipping point for me was not the fact that I couldn't return those two lots, but that SB went so far in what I saw as retaliation as to label me in their system as a "bad client". I am proud of my reputation as a good, honest client of not only Stack's Bowers, but of every company or dealer with whom I do business. If that one thing had not occurred, I would not have posted this experience. That said, I have no problem with the owner of this message board removing this thread now that I have gotten this off my chest.
Branchmint... Based upon how you have represented the lots here, I personally believe all three of your bids should have probably been cancelled upon your request. So, one reasonable question of Brian would be why he actually authorized just one return (if, in fact, he did). That would be instructive for everyone here to know and understand.
Wondercoin
Please visit my website at www.wondercoins.com and my ebay auctions under my user name www.wondercoin.com.
<< <i>The lot that I returned was described as "Lot of 55 1897-S Barber quarters", but I received 55 1897-O Barber quarters. Big drop in value between the two. One of the lots that I had to keep was described as "Lot of 110 1904-O Barber quarters", but about a dozen were 1904-P. Not many coins at issue, but there is a fairly large difference in value on them. The third lot at issue was described as "Lot of 109 1905-O Barber quarters", but more than half - about 60 - were 1905-P, which, again, are valued quite a bit lower. >>
The OP frequently mentions throughout this post and the thread how the coins he received were of lesser value. But is that really the problem here? Quite frankly, if I were the OP I couldn't care less about the value. My problem would simply be that I was NOT sent the items I purchased. If I found a nice 1931-D Lincoln Cent that I needed for my collection and the seller sent me a 1931-S, I'd be pissed that I didn't get the 31-D even though the 31-S is worth substantially more. I know Stack's is trying to make things right, but this kind of incompetence on not one but THREE lots should never happen.
And I don't even need to mention the crappy customer service.
I find these sort of posts very educational for me. Especially when a big hitter is involved like SB. Sounds like mistakes made on both parties so far. Jury is out for me until we here what happens with SB's Top Dog on Monday. "While you are talking to him Branchmint", maybe you can ask him why after so many pleas they don't update their website to be more user-friendly and appealing to the user.
If this happened to me; I would be furious. But as long as Brian is reaching out to you and trying to help; I would respect that and not burn bridges just yet. They are a big company with a lot of nice coins, so you may just be spiting yourself. My 2 cents....
Sometimes, it’s better to be LUCKY than good. 🍀 🍺👍
<< <i>I find these sort of posts very educational for me. Especially when a big hitter is involved like SB. Sounds like mistakes made on both parties so far. Jury is out for me until we here what happens with SB's Top Dog on Monday. "While you are talking to him Branchmint", maybe you can ask him why after so many pleas they don't update their website to be more user-friendly and appealing to the user. >>
Mistakes were made on both sides? Jury still out? I guess one of us must have read a different account of the story!
Hey Branchmint, don't let the folks here shame you into to calling back Stacks. You gave them two chances to fix this and they not only blew you off but they labeled you as a problem customer. Unless the rep was lying this has already gone to Brian and his decision speaks volumes for the company. I too would be done with them and I would have done exactly as you in telling everyone who will listen how poorly you were treated and would continue to do so until I die.
I won't say that I will never deal with Stacks again because they do have some sweet auction offerings, but when I do deal with them it will be rare.
Joseph J. Singleton - First Superintendent of the U.S. Branch Mint in Dahlonega Georgia
I had an unusual experience with Stacks Bowers a few years back. I bid on and won an 1889 Seated Quarter in PCGS 66 CAM, and I paid immediately; within a week, "my" package arrived, but it did not contain my coin, but a far far rarer and excessively expensive 1821 Half Eagle in an NGC 55.
I called Brian and he worked out the details of returning the six figure coin and he has been most gratuitious in other dealings. He will be able to make this transaction whole for you.
Some times, the staff doesn't know anything about customer service; however, Brian will recitify that situation. I was aghast reading the comment in your S/B personal file. Regardless that the comment was removed, it does not bode well for that company leaving derogatory comments in their clients files. I suggest that Brian instruct his staff to remove these "personal" comments from all their clients' files.
Mike Hayes ~~~~~~~~~~~~ Coin collecting is not a hobby, it's an obsession !
<< <i>I had an unusual experience with Stacks Bowers a few years back. I bid on and won an 1889 Seated Quarter in PCGS 66 CAM, and I paid immediately; within a week, "my" package arrived, but it did not contain my coin, but a far far rarer and excessively expensive 1821 Half Eagle in an NGC 55.
I called Brian and he worked out the details of returning the six figure coin and he has been most gratuitious in other dealings. He will be able to make this transaction whole for you. >>
It was very gracious of S-B to take the 1821 Half Eagle back. They really went out of their way to help!
RYK, "Did you not post and insinuate SB should never exist" as per "a dealer's advice?" And a lesson "you" had learnt. Thus, mistake one : Branchmint should have never had made the purchase in the first place as per your advice.
<< <i>RYK, "Did you not post and insinuate SB should never exist" as per "a dealer's advice?" And a lesson "you" had learnt. Thus, mistake one : Branchmint should have never had made the purchase in the first place as per your advice. >>
Ah, I see.
Actually, I did not insinuate that S-B should not exist (nor did my confidante)--he suggested that my experience as a collector would not be enhanced by trying to buy coins from (old) Stack's. In fact, my experience has been a mixed bag with S-B, but one tends to remember the losers more vividly than the winners. Actually, S-B fills an important niche in the coin ecosystem and needs to exist. I would prefer it to be a kinder and friendlier S-B than the OP experienced, but clearly some people have had wonderful experiences dealing with Stack's and, later, S-B.
FTB, I believe that the Stack's culture has been built over (literally) generations, and a couple of whiners like myself on some newfangled message board thingy are not going to change it. The auction business is extremely challenging, and I think that most of us have been spoiled by how well Heritage treats us.
I have read each message in this thread. Some things never change.
Certain people can never read something and try to understand the point of view in which it was written. Instead, their replies are based on their own thought processes, regardless of actual wording/information used. Some people also have a habit of wanting to post what they want to post regardless of their answer already being written above (earlier) their posting. For example....when Branchmint stated he was told that it had already gone up to the president of SB (BrianK) and that was the reason he hadn't cared to take BrianK up on his post to call him. A later post basically said "well, there you go....BrianK said to contact him, done deal, it will be fixed". Did someone not bother to read that? Not bother to think to put themselves in that someone else's mindset of "it already went there so why rehash what is likely to happen?"
I, like some others have pointed out, feel that maybe things did NOT go up to BrianK in the original instance, or, if it did, it was incomplete with all the details...whether on purpose or not, which happens. I also, judging by his previous posts here, feel BrianK will make things right with the OP. I, also, do NOT feel that the issue should have happened in the first place and saying "the lots should be viewed first, so don't whine" is a stupid thought process to have when they are sold basically as bullion BUT with a stated description that turns out to be WRONG. State a description and follow through. You say they are all dated 1926, then it shouldn't be that hard for someone to verify they meet that description. SOMEONE didn't do the JOB they are PAID for when something like that doesn't happen.
Good for Branchmint in cooling down a little and taking all the comments, including the ones that stated, or insinuated, that he screwed up or didn't post all the details, in stride and deciding to call BrianK as requested. Hopefully Brian takes a look internally for at least 3 things:
1) Why the lot descriptions didn't match what was sent. Should be easy to do unless someone is pulling things out, and replacing with "like pieces" for some reason (ie...employee sees a coin they want in a bunch of coins, pockets what they want and replaces with same denom/type but not date/mm/condition). Borderline funny business, could be outright theft internally.
2) The customer service side of the house, including the "supervisor" originally talked to. Takes a couple of minutes to do something that works for the customer (ie...apology, discount/refund) but would build good will. Doing what was done was more costly and a black eye that wasn't needed.
3) The moron who entered the "bad client" that the customer can see. Certainly a business can decide not to deal with a customer. Have some class and keep it internally. No need to shove it into a person's face the way it happened. Get your IT department to fix this and fix the person who caused it to happen in the first place.
Stack's Bowers will be hosting a hospitality suite at the ANA in room 14 (near our auction room). I invite you all to join me daily between 2-3pm for some refreshments and snacks. It would be my pleasure to meet you personally and hear how Stack's can better serve you. If that timing doesn't work, you can pm me and we can set up a meeting for another time. I look forward to building a better relationship with each of you.
Sincerely, Brian
Brian Kendrella President | Stack's Bowers Galleries
<< <i>RYK, "Did you not post and insinuate SB should never exist" as per "a dealer's advice?" And a lesson "you" had learnt. Thus, mistake one : Branchmint should have never had made the purchase in the first place as per your advice. >>
Ah, I see.
Actually, I did not insinuate that S-B should not exist (nor did my confidante)--he suggested that my experience as a collector would not be enhanced by trying to buy coins from (old) Stack's. In fact, my experience has been a mixed bag with S-B, but one tends to remember the losers more vividly than the winners. Actually, S-B fills an important niche in the coin ecosystem and needs to exist. I would prefer it to be a kinder and friendlier S-B than the OP experienced, but clearly some people have had wonderful experiences dealing with Stack's and, later, S-B.
FTB, I believe that the Stack's culture has been built over (literally) generations, and a couple of whiners like myself on some newfangled message board thingy are not going to change it. The auction business is extremely challenging, and I think that most of us have been spoiled by how well Heritage treats us. >>
RYK, the new S-B and the old Stacks really have little to do with each other except the name. Old Stacks was run by grumpy East Coast coin nerds while the new S-B is run by West Coast MBAs (Brian and Cory). The emerati (QDB, Harvey Stack, etc.) are not running day-to-day operations.
Something left unsaid in this whole mess is that most U.S. corporations act this way now because they are all run by corporate bean counters. Have you ever had to deal with Comcast or AT&T? Customer service is a cost center to be outsourced.
What I find interesting is that almost every issue that comes up has to be handled personally by Brian. At how many other companies do you have to seek the President for redress?
At how many other companies do you have to seek the President for redress?
things with the Stack's-Bowers-TeleTrade etc. mergers seem to be snowballing and moving faster than they are able to fix things. that is a problem unto itself. what boggles my mind is the ease with which unsatisfied customers are able to reach out to the PRESIDENT of the company and the willingness he has to solve the problems. if that's how things work then I can't see any need whatsoever for a Customer Service Department. can you hear the recorded message at Stack's --- For Customer Service, dial one and we'll put you through to the President.
perhaps the solution to all the problems at Stack's is to somehow acknowledge that there are problems and empower the Customer Service Department to make decisions without fearing for their jobs. maybe their jobs aren't at risk right now but no one seems able to make a decision that solves a problem.
<< <i>Many years ago, a veteran coin dealer recommended that if I simply forget that Stack's exists, I would be better off in the long run. Well, I am stubborn and had to learn the lesson myself.
I know that there are many fine people who work for their organization (including Brian), but there seem to be chronic organizational challenges that consistently overwhelm the ability and acumen of some of the finest professional numismatists of our generation. >>
I have heeded that advise for the most part. I will only bid in person or through an agent. Their on line site is dead to me
Mark
Walker Proof Digital Album Fellas, leave the tight pants to the ladies. If I can count the coins in your pockets you better use them to call a tailor. Stay thirsty my friends......
<< <i>Many years ago, a veteran coin dealer recommended that if I simply forget that Stack's exists, I would be better off in the long run. Well, I am stubborn and had to learn the lesson myself.
I know that there are many fine people who work for their organization (including Brian), but there seem to be chronic organizational challenges that consistently overwhelm the ability and acumen of some of the finest professional numismatists of our generation. >>
I have heeded that advise for the most part. I will only bid in person or through an agent. Their on line site is dead to me
<< <i>Text Dear Forum Members, Stack's Bowers will be hosting a hospitality suite at the ANA in room 14 (near our auction room). I invite you all to join me daily between 2-3pm for some refreshments and snacks. It would be my pleasure to meet you personally and hear how Stack's can better serve you. If that timing doesn't work, you can pm me and we can set up a meeting for another time. I look forward to building a better relationship with each of you. Sincerely, Brian Brian Kendrella President | Stack's Bowers Galleries >>
Smart.
I will pop in and compare the refershments and snacks to the Heritage Legacy Suite. LOL
Seriously, it never hurts to pop in and personally speak my mind.
Just now reading this thread. I know Branchmint personally and will vouch that he is one of the most ethical, high integrity oriented and knowledgeable people I've ever had the pleasure to know. You can take to the bank that what he writes is truthful.
Seated Half Society member #38 "Got a flaming heart, can't get my fill"
Reposted, because since Brian is stopping by on this thread (ex. The invitation to the event), I think it would be instructive for all of us to understand why he only approved just one lot return under the circumstances. Or, perhaps he never did?
Branchmint... Based upon how you have represented the lots here, I personally believe all three of your bids should have probably been cancelled upon your request. So, one reasonable question of Brian would be why he actually authorized just one return (if, in fact, he did). That would be instructive for everyone here to know and understand
Wondercoin
Please visit my website at www.wondercoins.com and my ebay auctions under my user name www.wondercoin.com.
<< <i>I had an unusual experience with Stacks Bowers a few years back. I bid on and won an 1889 Seated Quarter in PCGS 66 CAM, and I paid immediately; within a week, "my" package arrived, but it did not contain my coin, but a far far rarer and excessively expensive 1821 Half Eagle in an NGC 55.
I called Brian and he worked out the details of returning the six figure coin and he has been most gratuitious in other dealings. He will be able to make this transaction whole for you. >>
It was very gracious of S-B to take the 1821 Half Eagle back. They really went out of their way to help! >>
You were essentially sent lots not as described. Open and shut case. There should be no debate....especially the 1897-S vs. 1897-0 quarters. Anyone at Stacks should have arranged to take them back. Can't even believe this made this far.
I may be wrong but if not for this forum they wouldn't care
I prefer dealing with firms that go out of their way for the customer >>
And why do you suppose that Brian has an account on these forums if not to look after his business and how his customers are interacted with by his customer service?
For that matter, a lot of large coin businesses have feeler accounts on a lot of different forums for these very reasons.
I decided to change calling the bathroom the John and renamed it the Jim. I feel so much better saying I went to the Jim this morning.
Stacks will not get any bids from me. I see them in the group of large coin world advertisers now. They better clean this activity up as the OP is not the only one that had to go through this non sense I am sure. There are 2 sides here and its very clear one side is 100% right in that they did not get what they expected and was represented. The other side until the issue was brought to a collector's forum refused to right the issue they caused there is black and white some times.
Hopefully the issue is resolved but the credibility of the firm is very much in doubt in my opinion.
<< <i>Again, thanks for all of your comments. It gave me a bit more perspective. I had not assumed that when I was told Brian made the final call on what I could return that there was a possibility that was not correct. Also, another poster said that I was pouting, but frankly they are not completely wrong. As I mentioned in my original post, the tipping point for me was not the fact that I couldn't return those two lots, but that SB went so far in what I saw as retaliation as to label me in their system as a "bad client". I am proud of my reputation as a good, honest client of not only Stack's Bowers, but of every company or dealer with whom I do business. If that one thing had not occurred, I would not have posted this experience. That said, I have no problem with the owner of this message board removing this thread now that I have gotten this off my chest. >>
The above was Branchmint's last post around noontime on Saturday. His last sentence tells me he doesn't want to discuss this anymore. Unfortunately, for the many members here who commented, he has left us wondering, what happened. I think the more important result of his original post is that it leaves SB sort of holding the bag. If Branchmint prefers not to comment any further, I would suggest that Brian provide some comment that brings a more positive outlook for the future. This could be done either on this thread or on a new thread on the Coin Forum. JMHO. Steve
Branchmint indeed did not want to post on this further, but I had a nice discussion with him on Monday morning and all was resolved amicably. In my opinion, this entire problem can be chalked up to a miscommunication which was easily addressed when we connected. I believe Branchmint would agree.
I hope to see some of you at the ANA and I am always available if you need anything from Stack’s Bowers Galleries.
Just to update you on my most recent auction experience at S-B, my invoice for the Baltimore live auction was posted promptly last week, and then appended for my on-line only sessions that closed today. One invoice, very clean and straight forward.
==Looking for pre WW2 Commems in PCGS Rattler holders, 1851-O Three Cent Silvers in all grades
Successful, problem free and pleasant transactions with: illini420, coinguy1, weather11am,wayneherndon,wondercoin,Topdollarpaid,Julian, bishdigg,seateddime, peicesofme,ajia,CoinRaritiesOnline,savoyspecial,Boom, TorinoCobra71, ModernCoinMart, WTCG, slinc, Patches, Gerard, pocketpiececommems, BigJohnD, RickMilauskas, mirabella, Smittys, LeeG, TomB, DeusExMachina, tydye
<< Branchmint indeed did not want to post on this further, but I had a nice discussion with him on Monday morning and all was resolved amicably. In my opinion, this entire problem can be chalked up to a miscommunication which was easily addressed when we connected. I believe Branchmint would agree.
I hope to see some of you at the ANA and I am always available if you need anything from Stack’s Bowers Galleries. -- Brian>>
Brian: Thanks for providing your above quoted posted update that the client issue has been resolved. -- Although I won't be attending the ANA, I do have the following question for you.
I (and I bet other forum members) would appreciate hearing if your involvement (engaging and resolving) this specific client situation will help you to implement some new quality control measures to help avoid (or at least minimize) this type of inaccurate lot description from reoccurring. -- i.e. Will it help you improve the process?
Thanks in advance for your reply.
(PS: You may wish to activate (turn on) your Private Message forum function)
Stuart
Collect 18th & 19th Century US Type Coins, Silver Dollars, $20 Gold Double Eagles and World Crowns & Talers with High Eye Appeal
"Luck is what happens when Preparation meets Opportunity"
Comments
I know that there are many fine people who work for their organization (including Brian), but there seem to be chronic organizational challenges that consistently overwhelm the ability and acumen of some of the finest professional numismatists of our generation.
Wondercoin
Sometimes employees say something that might not be totally true. Why not let Brian tell you directly since he offered? He is a true Gentleman.
Wondercoin
<< <i>The lot that I returned was described as "Lot of 55 1897-S Barber quarters", but I received 55 1897-O Barber quarters. Big drop in value between the two. One of the lots that I had to keep was described as "Lot of 110 1904-O Barber quarters", but about a dozen were 1904-P. Not many coins at issue, but there is a fairly large difference in value on them. The third lot at issue was described as "Lot of 109 1905-O Barber quarters", but more than half - about 60 - were 1905-P, which, again, are valued quite a bit lower. >>
The OP frequently mentions throughout this post and the thread how the coins he received were of lesser value. But is that really the problem here? Quite frankly, if I were the OP I couldn't care less about the value. My problem would simply be that I was NOT sent the items I purchased. If I found a nice 1931-D Lincoln Cent that I needed for my collection and the seller sent me a 1931-S, I'd be pissed that I didn't get the 31-D even though the 31-S is worth substantially more. I know Stack's is trying to make things right, but this kind of incompetence on not one but THREE lots should never happen.
And I don't even need to mention the crappy customer service.
"While you are talking to him Branchmint", maybe you can ask him why after so many pleas they don't update their website to be more user-friendly and appealing to the user.
<< <i>Wow, can't blame you for never looking back. >>
Sometimes, it’s better to be LUCKY than good. 🍀 🍺👍
My Full Walker Registry Set (1916-1947):
https://www.ngccoin.com/registry/competitive-sets/16292/
Branchmint
Maybe SB should just list them all as "a bunch of coins" then that would match what is shipped.
<< <i>I find these sort of posts very educational for me. Especially when a big hitter is involved like SB. Sounds like mistakes made on both parties so far. Jury is out for me until we here what happens with SB's Top Dog on Monday.
"While you are talking to him Branchmint", maybe you can ask him why after so many pleas they don't update their website to be more user-friendly and appealing to the user. >>
Mistakes were made on both sides? Jury still out? I guess one of us must have read a different account of the story!
I won't say that I will never deal with Stacks again because they do have some sweet auction offerings, but when I do deal with them it will be rare.
Joseph J. Singleton - First Superintendent of the U.S. Branch Mint in Dahlonega Georgia
Findley Ridge Collection
About Findley Ridge
I had an unusual experience with Stacks Bowers a few years back.
I bid on and won an 1889 Seated Quarter in PCGS 66 CAM, and I
paid immediately; within a week, "my" package arrived, but it did
not contain my coin, but a far far rarer and excessively expensive
1821 Half Eagle in an NGC 55.
I called Brian and he worked out the details of returning the six figure
coin and he has been most gratuitious in other dealings. He will be able
to make this transaction whole for you.
Some times, the staff doesn't know anything about customer service;
however, Brian will recitify that situation. I was aghast reading the
comment in your S/B personal file. Regardless that the comment was
removed, it does not bode well for that company leaving derogatory
comments in their clients files. I suggest that Brian instruct his staff
to remove these "personal" comments from all their clients' files.
~~~~~~~~~~~~
Coin collecting is not a hobby, it's an obsession !
New Barber Purchases
<< <i>
<< <i>I have never done business with Stack's and I know that I never will in the future! >>
So if they have that one item that you have been hunting for 10 years and they have it then what? >>
I won't buy it....that's what.
"“Those who sacrifice liberty for security/safety deserve neither.“(Benjamin Franklin)
"I only golf on days that end in 'Y'" (DE59)
<< <i>
<< <i>
<< <i>I have never done business with Stack's and I know that I never will in the future! >>
So if they have that one item that you have been hunting for 10 years and they have it then what? >>
I won't buy it....that's what. >>
Coin's for sale/trade.
Tom Pilitowski
US Rare Coin Investments
800-624-1870
<< <i>I had an unusual experience with Stacks Bowers a few years back.
I bid on and won an 1889 Seated Quarter in PCGS 66 CAM, and I
paid immediately; within a week, "my" package arrived, but it did
not contain my coin, but a far far rarer and excessively expensive
1821 Half Eagle in an NGC 55.
I called Brian and he worked out the details of returning the six figure
coin and he has been most gratuitious in other dealings. He will be able
to make this transaction whole for you.
>>
It was very gracious of S-B to take the 1821 Half Eagle back. They really went out of their way to help!
<< <i>RYK, "Did you not post and insinuate SB should never exist" as per "a dealer's advice?" And a lesson "you" had learnt. Thus, mistake one : Branchmint should have never had made the purchase in the first place as per your advice. >>
Ah, I see.
Actually, I did not insinuate that S-B should not exist (nor did my confidante)--he suggested that my experience as a collector would not be enhanced by trying to buy coins from (old) Stack's. In fact, my experience has been a mixed bag with S-B, but one tends to remember the losers more vividly than the winners. Actually, S-B fills an important niche in the coin ecosystem and needs to exist. I would prefer it to be a kinder and friendlier S-B than the OP experienced, but clearly some people have had wonderful experiences dealing with Stack's and, later, S-B.
FTB, I believe that the Stack's culture has been built over (literally) generations, and a couple of whiners like myself on some newfangled message board thingy are not going to change it. The auction business is extremely challenging, and I think that most of us have been spoiled by how well Heritage treats us.
Certain people can never read something and try to understand the point of view in which it was written. Instead, their replies are based on their own thought processes, regardless of actual wording/information used.
Some people also have a habit of wanting to post what they want to post regardless of their answer already being written above (earlier) their posting. For example....when Branchmint stated he was told that it had already gone up to the president of SB (BrianK) and that was the reason he hadn't cared to take BrianK up on his post to call him. A later post basically said "well, there you go....BrianK said to contact him, done deal, it will be fixed". Did someone not bother to read that? Not bother to think to put themselves in that someone else's mindset of "it already went there so why rehash what is likely to happen?"
I, like some others have pointed out, feel that maybe things did NOT go up to BrianK in the original instance, or, if it did, it was incomplete with all the details...whether on purpose or not, which happens.
I also, judging by his previous posts here, feel BrianK will make things right with the OP.
I, also, do NOT feel that the issue should have happened in the first place and saying "the lots should be viewed first, so don't whine" is a stupid thought process to have when they are sold basically as bullion BUT with a stated description that turns out to be WRONG. State a description and follow through. You say they are all dated 1926, then it shouldn't be that hard for someone to verify they meet that description. SOMEONE didn't do the JOB they are PAID for when something like that doesn't happen.
Good for Branchmint in cooling down a little and taking all the comments, including the ones that stated, or insinuated, that he screwed up or didn't post all the details, in stride and deciding to call BrianK as requested. Hopefully Brian takes a look internally for at least 3 things:
1) Why the lot descriptions didn't match what was sent. Should be easy to do unless someone is pulling things out, and replacing with "like pieces" for some reason (ie...employee sees a coin they want in a bunch of coins, pockets what they want and replaces with same denom/type but not date/mm/condition). Borderline funny business, could be outright theft internally.
2) The customer service side of the house, including the "supervisor" originally talked to. Takes a couple of minutes to do something that works for the customer (ie...apology, discount/refund) but would build good will. Doing what was done was more costly and a black eye that wasn't needed.
3) The moron who entered the "bad client" that the customer can see. Certainly a business can decide not to deal with a customer. Have some class and keep it internally. No need to shove it into a person's face the way it happened. Get your IT department to fix this and fix the person who caused it to happen in the first place.
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
Stack's Bowers will be hosting a hospitality suite at the ANA in room 14 (near our auction room). I invite you all to join me daily between 2-3pm for some refreshments and snacks. It would be my pleasure to meet you personally and hear how Stack's can better serve you. If that timing doesn't work, you can pm me and we can set up a meeting for another time. I look forward to building a better relationship with each of you.
Sincerely,
Brian
Brian Kendrella
President | Stack's Bowers Galleries
<< <i>
<< <i>RYK, "Did you not post and insinuate SB should never exist" as per "a dealer's advice?" And a lesson "you" had learnt. Thus, mistake one : Branchmint should have never had made the purchase in the first place as per your advice. >>
Ah, I see.
Actually, I did not insinuate that S-B should not exist (nor did my confidante)--he suggested that my experience as a collector would not be enhanced by trying to buy coins from (old) Stack's. In fact, my experience has been a mixed bag with S-B, but one tends to remember the losers more vividly than the winners. Actually, S-B fills an important niche in the coin ecosystem and needs to exist. I would prefer it to be a kinder and friendlier S-B than the OP experienced, but clearly some people have had wonderful experiences dealing with Stack's and, later, S-B.
FTB, I believe that the Stack's culture has been built over (literally) generations, and a couple of whiners like myself on some newfangled message board thingy are not going to change it. The auction business is extremely challenging, and I think that most of us have been spoiled by how well Heritage treats us.
RYK, the new S-B and the old Stacks really have little to do with each other except the name. Old Stacks was run by grumpy East Coast coin nerds while the new S-B is run by West Coast MBAs (Brian and Cory). The emerati (QDB, Harvey Stack, etc.) are not running day-to-day operations.
Something left unsaid in this whole mess is that most U.S. corporations act this way now because they are all run by corporate bean counters. Have you ever had to deal with Comcast or AT&T? Customer service is a cost center to be outsourced.
What I find interesting is that almost every issue that comes up has to be handled personally by Brian. At how many other companies do you have to seek the President for redress?
things with the Stack's-Bowers-TeleTrade etc. mergers seem to be snowballing and moving faster than they are able to fix things. that is a problem unto itself. what boggles my mind is the ease with which unsatisfied customers are able to reach out to the PRESIDENT of the company and the willingness he has to solve the problems. if that's how things work then I can't see any need whatsoever for a Customer Service Department. can you hear the recorded message at Stack's --- For Customer Service, dial one and we'll put you through to the President.
perhaps the solution to all the problems at Stack's is to somehow acknowledge that there are problems and empower the Customer Service Department to make decisions without fearing for their jobs. maybe their jobs aren't at risk right now but no one seems able to make a decision that solves a problem.
<< <i>Many years ago, a veteran coin dealer recommended that if I simply forget that Stack's exists, I would be better off in the long run. Well, I am stubborn and had to learn the lesson myself.
I know that there are many fine people who work for their organization (including Brian), but there seem to be chronic organizational challenges that consistently overwhelm the ability and acumen of some of the finest professional numismatists of our generation. >>
I have heeded that advise for the most part. I will only bid in person or through an agent. Their on line site is dead to me
Mark
Fellas, leave the tight pants to the ladies. If I can count the coins in your pockets you better use them to call a tailor. Stay thirsty my friends......
<< <i>
<< <i>Many years ago, a veteran coin dealer recommended that if I simply forget that Stack's exists, I would be better off in the long run. Well, I am stubborn and had to learn the lesson myself.
I know that there are many fine people who work for their organization (including Brian), but there seem to be chronic organizational challenges that consistently overwhelm the ability and acumen of some of the finest professional numismatists of our generation. >>
I have heeded that advise for the most part. I will only bid in person or through an agent. Their on line site is dead to me
Mark >>
It sleeps with the fishes.
<< <i>Text Dear Forum Members, Stack's Bowers will be hosting a hospitality suite at the ANA in room 14 (near our auction room). I invite you all to join me daily between 2-3pm for some refreshments and snacks. It would be my pleasure to meet you personally and hear how Stack's can better serve you. If that timing doesn't work, you can pm me and we can set up a meeting for another time. I look forward to building a better relationship with each of you. Sincerely, Brian Brian Kendrella President | Stack's Bowers Galleries >>
Smart.
I will pop in and compare the refershments and snacks to the Heritage Legacy Suite. LOL
Seriously, it never hurts to pop in and personally speak my mind.
"Got a flaming heart, can't get my fill"
Branchmint... Based upon how you have represented the lots here, I personally believe all three of your bids should have probably been cancelled upon your request. So, one reasonable question of Brian would be why he actually authorized just one return (if, in fact, he did). That would be instructive for everyone here to know and understand
Wondercoin
I may be wrong but if not for this forum they wouldn't care
I prefer dealing with firms that go out of their way for the customer
<< <i>
<< <i>I had an unusual experience with Stacks Bowers a few years back.
I bid on and won an 1889 Seated Quarter in PCGS 66 CAM, and I
paid immediately; within a week, "my" package arrived, but it did
not contain my coin, but a far far rarer and excessively expensive
1821 Half Eagle in an NGC 55.
I called Brian and he worked out the details of returning the six figure
coin and he has been most gratuitious in other dealings. He will be able
to make this transaction whole for you.
>>
It was very gracious of S-B to take the 1821 Half Eagle back. They really went out of their way to help! >>
OK 90, but it will hit 100
<< <i>Thank you for posting your experience
I may be wrong but if not for this forum they wouldn't care
I prefer dealing with firms that go out of their way for the customer >>
And why do you suppose that Brian has an account on these forums if not to look after his business and how his customers are interacted with by his customer service?
For that matter, a lot of large coin businesses have feeler accounts on a lot of different forums for these very reasons.
The name is LEE!
Hopefully the issue is resolved but the credibility of the firm is very much in doubt in my opinion.
How'd the call go @Branchmint ?
The name is LEE!
My YouTube Channel
<< <i>Again, thanks for all of your comments. It gave me a bit more perspective. I had not assumed that when I was told Brian made the final call on what I could return that there was a possibility that was not correct. Also, another poster said that I was pouting, but frankly they are not completely wrong. As I mentioned in my original post, the tipping point for me was not the fact that I couldn't return those two lots, but that SB went so far in what I saw as retaliation as to label me in their system as a "bad client". I am proud of my reputation as a good, honest client of not only Stack's Bowers, but of every company or dealer with whom I do business. If that one thing had not occurred, I would not have posted this experience. That said, I have no problem with the owner of this message board removing this thread now that I have gotten this off my chest. >>
The above was Branchmint's last post around noontime on Saturday. His last sentence tells me he doesn't want to discuss this anymore. Unfortunately, for the many members here who commented, he has left us wondering, what happened. I think the more important result of his original post is that it leaves SB sort of holding the bag. If Branchmint prefers not to comment any further, I would suggest that Brian provide some comment that brings a more positive outlook for the future. This could be done either on this thread or on a new thread on the Coin Forum. JMHO. Steve
My Complete PROOF Lincoln Cent with Major Varieties(1909-2015)Set Registry
I hope to see some of you at the ANA and I am always available if you need anything from Stack’s Bowers Galleries.
Brian
==Looking for pre WW2 Commems in PCGS Rattler holders, 1851-O Three Cent Silvers in all grades
Successful, problem free and pleasant transactions with: illini420, coinguy1, weather11am,wayneherndon,wondercoin,Topdollarpaid,Julian, bishdigg,seateddime, peicesofme,ajia,CoinRaritiesOnline,savoyspecial,Boom, TorinoCobra71, ModernCoinMart, WTCG, slinc, Patches, Gerard, pocketpiececommems, BigJohnD, RickMilauskas, mirabella, Smittys, LeeG, TomB, DeusExMachina, tydye
<< <i>100! >>
Nice snipe
I hope to see some of you at the ANA and I am always available if you need anything from Stack’s Bowers Galleries. -- Brian>>
Brian: Thanks for providing your above quoted posted update that the client issue has been resolved. -- Although I won't be attending the ANA, I do have the following question for you.
I (and I bet other forum members) would appreciate hearing if your involvement (engaging and resolving) this specific client situation will help you to implement some new quality control measures to help avoid (or at least minimize) this type of inaccurate lot description from reoccurring. -- i.e. Will it help you improve the process?
Thanks in advance for your reply.
(PS: You may wish to activate (turn on) your Private Message forum function)
Stuart
Collect 18th & 19th Century US Type Coins, Silver Dollars, $20 Gold Double Eagles and World Crowns & Talers with High Eye Appeal
"Luck is what happens when Preparation meets Opportunity"