Anybody else have abad experience @ Hertitage?

PrivateCoinCollector · January 25, 2007 1:06PM

I won about 11 coins back on 12/31 from a Hertiage Auction. I paid via credit card the next day. 10 days later I had not recieved the coins so I called and was told that things must have "fallen through the cracks" and they would ship immediately. When I asked about canceling the order they told me I could but there would be a 5% restock + $10. Today it is nearly another 2 weeks and still no coins. I called and the coins still had not shipped. Of course they were apologetic but could not tell me why they had not shipped, and assured me they would ship today and they offered me free shipping and a $20 coupon. I told them the coupon was worthless to me because I would never use it. Instead I asked them if they could cancel the sale at this point and just not charge me the restocking fees. They told me they would call me back before the end of the day to tell me what they could do. Of course there was no call back and so I called them right before they were to close to find out they were going to cancel the sale and refund my money within 2 weeks. I am dissapointed because after the juice I wound up paying good money (top dollar) for every coin I won and I have never been treated this way by any "seller" not even on eBay! Has anyone else had this kind of experience using Heritage or did I just get lucky?

Barndog · January 25, 2007 1:15PM

I've had some blips in service every now and then from Heritage (and from just about every major seller), but your experience sounds like you just got lucky -- they have never been anywhere near that bad for me.

TexasNationals · January 25, 2007 1:18PM

I live in Dallas(as does heritage) and it can easily take 2+ weeks for my coins or notes to arrive don't worry I am sure evrything is going to be okay.

airplanenut · January 25, 2007 1:20PM

I'd call back and ask for the higher-ups.

coltgus · January 25, 2007 1:20PM

I've done a lot of business with Heritage and have never had a problem.

marmac · January 25, 2007 1:21PM

I can understand your frustration.....from time to time I have a lot that takes an unsually long time to get to me. However keep in mind, that Heritage is a very large outfit and moves a tremendous amount of coins. Stufff happens..... I guess my question is, if you were interested in the coins enough to pay "top dollar" via auction, why after a shipping delay would you wish to cancel the deal? I would try and work them for a few more of those twenty dollar coupons

PrivateCoinCollector · January 25, 2007 1:25PM

<< I live in Dallas(as does heritage) and it can easily take 2+ weeks for my coins or notes to arrive don't worry I am sure evrything is going to be okay. >>

Yes, but I have waited almost 4!

numisma · January 25, 2007 1:38PM

Yes. It happens with many companies from time to time. I am waiting on a coin that I paid for 1 month ago from Heritage. Just work with them and they will straighten it out. They are a good company.

jayboxx · January 25, 2007 1:46PM

Sounds like you are just lucky. As airplanenut suggested, you just need to speak to someone that actually is a decision maker.

BlindedByEgo · January 25, 2007 1:55PM

<< I can understand your frustration.....from time to time I have a lot that takes an unsually long time to get to me. However keep in mind, that Heritage is a very large outfit and moves a tremendous amount of coins. Stufff happens..... I guess my question is, if you were interested in the coins enough to pay "top dollar" via auction, why after a shipping delay would you wish to cancel the deal? I would try and work them for a few more of those twenty dollar coupons

>>

Amazon.com is a very much larger outfit and seems to get books across the US with amazing frequency and accuracy. Let's face it, customer service is not where they put their money.

crito · January 25, 2007 1:57PM

Every seller is a good seller when nothing goes wrong. It's how things get handled when all goes to heck that matters.

FWIW, sounds to me like they did right by you. I wouldn't complain too much.

rays · January 25, 2007 2:04PM

In over 16 years of bidding and buying in Heritage auctions, I have never had an issue with them.

Blackhawk · January 25, 2007 2:04PM

I had a BS situation there last year...

Among the items that I sent for auction was a double-struck large cent. Apparently the text and titles of the auctions are not written by the consigning agent because the coin was not listed as double-struck, but the description did include the following or something very close to "Include double struck in title" (which must have been the instructions that the agent sent to the writer...lol). When I contacted Heritage to tell them to fix the description, they took double-struck completely out of the description and it still was not noted in the title of the coin. I then contacted my consigning agent by Email and told him of the situation...nobody got back to me. Next I contacted the president or whatever handle he goes by and got a reply that my consigning agent would get back to me. It was now very close to the auction and the on-line description still did not contain an accurate description of the coin or indicate that it was an double-struck error coin in the title. I was never contacted by Heritage about the problem and the coin closed for hundreds less than I believe it would have if they would have presented it correctly. The icing on the cake was that after the auction checks came they sent along a kind of report card to tell them how they did - I didn't bother sending it back...if the customer service was so poor that I was ignored after repeated attempts to contact them, I imagine that those report cards get used to line the office birdcage without being read. I was and still am POed at the situation and their customer service.

Pentimento · January 25, 2007 2:12PM

My first purchase with them was slow. It might have taken 2 or 3 weeks. They charged the card, froze the funds or something, did an email and call-back verification or my shipping address, bla bla bla. Doesn't bother me at all in hindsight though.

When I buy a book from Amazon, I want it in 2 days. A coin, I will let a big company take their time. I'm sure they were just busy/doing extra secrity precautions/making sure no lots got crossed/ etc.

storm888 · January 25, 2007 2:13PM

I have waited six-weeks or more for delivery from
all of the finest houses.

Patience is a good thing; but, it is not always easy to
remember that when you are waiting for a package in
the mail.

Blackhawk · January 25, 2007 2:17PM

It shouldn't take a lot of time to get something from an auction house after an auction has closed...they have the item that they're selling and once your payment clears you should get the item and the seller should get the check. If it takes more than a week after the payment clears, I'd say that they need more employees and a better computer system.

Fletcher · January 25, 2007 2:33PM

With Steve, Don, and Laura, the coins show up at my door before I can say "thank you" and hang up the phone. With Heritage, it seems like you have a 50/50 chance of them showing up without a couple of follow-up phone calls. However, when Heritage does drop the ball, which is fairly often, they do a good job of making it right with the customer. So ... my Heritage review: Sloppy operations, great customer service! I would much rather have it that way than great operations, sloppy customer service. Unfortunately, excepting the half dozen dealers that I regularly do business with, I have found the industry norm to be average operations, no customer service.

Lakesammman · January 25, 2007 3:05PM

No problems here - sorry.

I wound up paying good money (top dollar) for every coin I won

Sounds like you might have gotten lucky, getting your money back.

ccex · January 25, 2007 4:01PM

My only problems with Heritage have been delveries of $300 to $500 coins they ship via USPS which end up with a neighbor. I've never bought a coin from them which they think is expensive enough to send via Registered mail or even with Signature confirmation. Sometimes my coins stay on the floor of the hallway of the 6-flat where I live, and sometimes a neighbor opens up the package and gives it to me.

DUIGUY · January 25, 2007 5:34PM

Have had good times and bad times with Heritage . 99.9% good .
.1% , not so good. This will be worked out in the end to your satisfaction !

srkjkd · January 25, 2007 6:51PM

heritage has been a prime source of coins for me. i seem to get my coins quickly and have been extremely happy with the company. i hate to hear of your experience, but it is not typical of them.

Animalkeeper · January 25, 2007 8:19PM

I too have been shopping with Heritage for years. Great customer service. Occassionally a shipment will take longer than usual but lately they show up faster than I expected. Sorry to hear about your experience but I wouldn't write them off.

BAJJERFAN · January 25, 2007 9:31PM

<< My only problems with Heritage have been delveries of $300 to $500 coins they ship via USPS which end up with a neighbor. I've never bought a coin from them which they think is expensive enough to send via Registered mail or even with Signature confirmation. Sometimes my coins stay on the floor of the hallway of the 6-flat where I live, and sometimes a neighbor opens up the package and gives it to me. >>

Heritage rarely if ever uses registered mail. On pricier items they use FEDEX self-insured IIRC. It really pisses me off too when they ship a coin with no way to prove that the intended recipient actually got it. Next time its dropped on your doorstep or your neighbor's tell em it got lost. If you do a lot of biz then get a P.O. box.

Preussen · January 25, 2007 9:40PM

I've bought quite a few coins from Heritage, and while I will continue, I too find their slowness to ship and their inability to explain "why" frustrating. More times than not, I end up making at least one or two calls, and their favorite line is "I don't know why that hasn't shipped yet." They've promised free Express shipping as compensation a couple of times, but it never happened. The coins always arrive eventually, so it ends OK. - Preussen

tmot99 · January 25, 2007 10:11PM

I'm at a loss what the big rush is to get the coins. As long as Heritage still has them and they are not lost, be a little patient. I certainly understand the anticipation. I have that when I submit coins for grading, buy a coin, or whatever, but chill out a bit. They'll get them to you.

BAJJERFAN · January 25, 2007 10:45PM

<< I'm at a loss what the big rush is to get the coins. >>

If I pay with a credit card and there is a return privilege on the coins, I would at least like to examine them BEFORE the grace period on my CC account expires.

PrivateCoinCollector · January 26, 2007 1:04AM

<< I'm at a loss what the big rush is to get the coins. As long as Heritage still has them and they are not lost, be a little patient. I certainly understand the anticipation. I have that when I submit coins for grading, buy a coin, or whatever, but chill out a bit. They'll get them to you. >>

What you say is true, but I can't shake the fact that when it takes so long they don't really care about my "little" purchase and I am not sure what the value add is using them vs. buying them elseware.

Longacre · January 26, 2007 1:17AM

I've bought very few coins from Heritage, but never had a problem. You should ask to speak to someone else when you call. I think every customer has a "rep" assigned to them. Maybe give that person a call.

AU58WALKERS · January 26, 2007 1:18AM

Write em off! don't ever do business with em again that will show them.
Less compition for me.

rays · January 26, 2007 2:07AM

[q}... they don't really care about my "little" purchase and I am not sure what the value add is using them vs. buying them elseware. >>

I assure you they do care, and the value add is the following:
1. They are the world's largest coin dealer
2. Their Sig sales contain lots that may only rarely come on the market (as do all the other auction houses).

Wolf359 · January 26, 2007 2:11AM

The last 2 Holiday seasons, end of year, they were VERY SLOW in shipping, but send emails to me
about being short staffed due to the holidays. Coins arrived by mid-to-late January, so no real problem.

tmot99 · January 26, 2007 2:12AM

<< 

<< I'm at a loss what the big rush is to get the coins. >>

If I pay with a credit card and there is a return privilege on the coins, I would at least like to examine them BEFORE the grace period on my CC account expires. >>

The return policy is with Heritage, not the CC company. And what if the PO takes 30 days to deliver? Would you still hold it against Heritage?

NH484000 · January 26, 2007 6:54AM

FWIW-

While I haven't bought much from Heritage, each time I have it has been a pleasant experience.

MrEureka · January 26, 2007 7:01AM

I've had lots of problems with Heritage, but that's because they're not perfect (of course I am) and we're doing lots of business. Now, multiply that by a hundred thousand or more customers...

bidask · January 26, 2007 7:11AM

Is their a difference between a 'regular' customer and a 'legacy' customer?

RYK · January 26, 2007 7:13AM

<< Is their a difference between a 'regular' customer and a 'legacy' customer? >>

Yes, indubitably. Legacy customers get a fancy, schmancy card.

bidask · January 26, 2007 7:15AM

<< 

<< Is their a difference between a 'regular' customer and a 'legacy' customer? >>

Yes, indubitably. Legacy customers get a fancy, schmancy card. >>

What kind of card? Like a crdit card?

RYK · January 26, 2007 7:16AM

<< 

<< 

<< Is their a difference between a 'regular' customer and a 'legacy' customer? >>

Yes, indubitably. Legacy customers get a fancy, schmancy card. >>

What kind of card? Like a crdit card? >>

It looks like a credit card. I will scan it later and post a pic to this thread. You will be most impressed and extremely envious when you see it.

bidask · January 26, 2007 7:18AM

<< 

<< 

<< 

<< Is their a difference between a 'regular' customer and a 'legacy' customer? >>

Yes, indubitably. Legacy customers get a fancy, schmancy card. >>

What kind of card? Like a crdit card? >>

It looks like a credit card. I will scan it later and post a pic to this thread. You will be most impressed and extremely envious when you see it.

>>

Ok, but I know you got a sense of humor!

MrEureka · January 26, 2007 7:27AM

How come I don't have one of those cards?!!!

seateddime · January 26, 2007 7:35AM

my only complaint is delays in shipping and bills get messed up

410a · January 26, 2007 7:35AM

I had a very bad experience with them years back. I will never ever do business with them again as far as I am concern they cheated me and I don't care for the phone book they send out each year.

bidask · January 26, 2007 7:37AM

<< I had a very bad experience with them years back. I will never ever do business with them again as far as I am concern they cheated me and I don't care for the phone book they send out each year. >>

I don't have a phone book or a card!

RYK · January 26, 2007 7:47AM

<< How come I don't have one of those cards?!!!

>>

It is only for retail sucke...oops...I mean customers.

To the best of my knowledge, the only real benefit is rather than being excluded from online bidding in signature auctions the night before the auction, you can bid online up to four hours before the auction session begins. There are other advertised benefits, but I have either not seen them or not seen use for them. Apparently, there is a Legacy Ultra tier, (or something like that). Perhaps, lloydmincy, saintguru, TDN, or Tahoedale can tell us about these benefits. Dove Bars during auction lot viewing? Platinum night lots to your hotel room the night before the auction? You get to beat Greg Rohan in tennis? Lounge chairs during th auction?

bidask · January 26, 2007 7:51AM

<< 

<< How come I don't have one of those cards?!!!

>>

It is only for retail sucke...oops...I mean customers.

To the best of my knowledge, the only real benefit is rather than being excluded from online bidding in signature auctions the night before the auction, you can bid online up to four hours before the auction session begins. There are other advertised benefits, but I have either not seen them or not seen use for them. Apparently, there is a Legacy Ultra tier, (or something like that). Perhaps, lloydmincy, saintguru, TDN, or Tahoedale can tell us about these benefits. Dove Bars during auction lot viewing? Platinum night lots to your hotel room the night before the auction? You get to beat Greg Rohan in tennis? Lounge chairs during th auction? >>

Ahh...I knew you had a sense of humor!

Actually, I think it has something to do with the amount of business you give them in their auctions.

RYK · January 26, 2007 9:31AM

Here's the card

:

BAJJERFAN · January 26, 2007 9:34AM

I have bought a fair number of coins from Heritage and have rarely, if ever, had one take more than 10 days to get here.

Julio · January 26, 2007 9:53AM

No problems here. Use the archives all the time. Several purchases, no problem. jws

saintguru · January 26, 2007 10:14AM

I have never had one probem with them, and I've bought lots of coins. I get great service from credit, shipping and anyone else. Even the receptionists are pleasant. Problems can occur; I don't doubt that, but the advice of getting a rep. to handle alll your telephone purchases is the answer. As for auctions, I ususlly pick the coins up because I'm there, but if not I always have gotten them by Tues. or Wed. after the sale. With big coins they are as good as anyone in the business. It's a different game then, but you would expect it to be. They want big stuff delivered fast and safe.

And for the record, our unhappy Laura is also very fast when sending coins. Always the next day. I can't pick on her for that.

As for the "Ultra" Legacy I am not at liberty to say what the benefits are, but they're FANTASTIC.

bidask · January 26, 2007 1:50PM

<< Here's the card

:

>>

What do you get to do with that?

RYK · January 26, 2007 1:52PM

<< 

<< Here's the card

:

... >>

What do you get to do with that? >>

I dunno.

Anybody else have abad experience @ Hertitage?

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