Genco Marketplace

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is what I received in email from Genco: Thank you for sending the recall information as we spent significant time researching this and could not find this posted on the web without your assistanceYour complaint filed with the Revdex.com was twofoldBecause the first order from April was resolved at the time with a credit toward a future order, we consider that order closedYour dispute regarding the recalled mowers is valid and resolution appears to be coming from Sears, as well as from Genco Marketplace, per the notification letter you providedBecause we have received no complaints from others that received these mowers and understand the transmissions work, but need fixed, and that some of the batteries need replaced, we would like to offer you a credit of $5,toward your next order with ***As someone that has been in this industry for some time, you understand this is a ‘where-is, as-is’ business and this is a significant offer on our part to rectify this situationPlease review the offer and let me know if this is amenable to youThank you for your time and consideration This is my response to Genco's email: I do not consider the first order closed as a $discount on my next order does not even closely cover the $discrepancy After reviewing former complaints on the Revdex.com site it is obvious that highly inaccurate manifests is a recurring issue I appreciate your response on the mowers as even in the "as is, where is" liquidation industry, this is a significant discrepancy on condition You have received at least one other complaint through the Revdex.com on 7/as documented on the Revdex.com site Oddly enough, that customer also received a $discount on their purchase of these lawnmowers $is a significant offer, but does not nearly cover both issues and why would I take a chance on a third load from you? Send me a load from [redacted] out of the Tennessee facility from the fulfillment side like I bought worth $10k - $15k and I will consider the matter closed and maybe even place more orders from you Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached the Letter of Notification that was sent to all customers that purchased the mowers by the retailer This was told to the sales representative at Genco, [redacted] *** They also did not even attempt to address the major discrepancy in value on the first load that was purchased from them Regards, [redacted] ***

We have attached an email received from the complainant making an offer to buy other products several weeks after the order in question and during the period he mentions below that we were not in contact with himWe made several attempts to work with the customer via phone on future orders, however once the complainant sent us an email stating he would seek legal options, our company policy is to end all communications with that customer at that timeWhich is what happened and why no further communication with the complainant occurred after the email attached As stated previously, it was overly communicated by the sales associate with the complainant that these goods were ‘uninspected returns’ by GENCO MarketplaceThese goods were likely inspected by the retailer, thus any notes, tags or other information provided on the boxes, were provided by themBecause these were uninspected by us, we sold them at an appropriate rate which equaled a fraction of the retail cost (10%)At that rate, we are unsure what the complainant’s expectations were, but we were very clear with him that these goods are sold ‘as-is, where-is’ and were uninspected returns (by GENCO Marketplace)There was no misrepresentation by GENCO Marketplace as stated by complainant, the customer knew exactly what they were purchasing, and because of that, we ask that this matter be closed

GENCO Marketplace offers a dispute resolution process to hopefully avoid situations like thisUnfortunately in this case, the complainant filed their dispute after the allotted dispute window had closed, and then chose to file this Revdex.com complaintThe reason we have a great Revdex.com rating is because we do our best to work with the customers on issues, despite the fact we sell final sale, where-is, merchandiseAdditionally, we make no guarantees of quality and typically only work with customers on quantity issues.Having said that, we certainly do not want the complainant to be disgruntled and will work with her on this orderThe team is crafting a response that will be provided to the complainant in hopes of resolutionWhile we cannot make good on speculative items such as anticipated return on investment and while we cannot verify losses based on complainant stating they destroyed goods, we can look at the cost of items purchased and take an action toward resolution on thatThis action will be taken within the next business days as we work through approvalsOnce this matter is resolved with the complainant, we will notify the Revdex.com to confer with the complainant and close the dispute

We apologize for the delay in response to the customers "Dispute Resolution" filed with Genco MarketplaceWe have spent significant time trying to corroborate the customers complaints regarding the mowers in questionAt this point, we have found no evidence of recall and ask that the customer provide those details to the Customer Service team here at Genco MarketplaceThose details were not provided to the sales rep, nor were they included in the dispute filedWe cannot offer and reach resolution on as-is, whegoods, without additional information such as mower brand and serial numberWe look forward to the customer's response so we can get this resolvedThe information can be emailed to [redacted] Thank you, [redacted] Director, Customer Experience Genco Marketplace [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

GENCO Marketplace has a very customer friendly resolution processOne that is unique and favorable to our customers, despite being in an as-is, where-is, final sale businessIn this case, the complainant went through our resolution process and received everything he had asked for, despite clearly not understanding the liquidation business nor the terms and conditions of the saleIn the Terms and Conditions the customer agreed to it clearly states that all branded merchandise must be defaced for resaleThis is to protect the retailer from having salvage, liquidated goods come back into their stores as returnsParticularly in the case of this retailer, as they have a lifetime return policyBecause of this return policy, their customer returns are in all states of quality, from barely used and in the original box, to having been used for years and returned in piecesThis is all factored into the pricing of the product, of which this customer paid only cents on the dollar for each item We cannot be held responsible for a customer not knowing what it is they are buyingWe state in our terms which are agreed to by the customer that all sales are final and that we sell uninspected customer returnsFor the customer to state salvage is different than returns is incorrectGoods may have been inspected by the retailer and deemed not suitable for other channels of sale (salvage) and sold into their liquidation channels (us.)In addition, on our website we state "Tools, hardware, home repair and construction products from America's largest Midwest department storeThis product constitutes uninspected returnsThese products will likely need maintenance or repair of some degree as this store has a very liberal return policyPlease see manifest below for specific product included in this lot Liquidation goods are sold "as-is, where-is" as we do not guarantee the condition of the productBecause of this, you are able to buy these goods at a fraction of the retail cost.” Lastly, on all of our purchase agreements and prior to payment, our documentation states these are final sale, as-is, where-is, goodsDespite all of the above, we agreed to a resolution with the customer through our dispute process which refunded the customer a significant portion of his sale as a good faith effort to keep the customerWhere is the good faith on this customer’s part? He now is using the Revdex.com to try and get additional monies from us, despite having the product, attempting to sell the product and having agreed to our Terms of SaleWe strongly feel this complaint should be dismissed, the original agreed upon dispute resolution can be processed and then this customer can move on to other sources of product

This seems to be a complaint with *** and not our organizationI have attached the tracking information from UPSIt originally showed Delivered and then a few days later showed a claim for missing item was issuedOnce the item leaves our facility, we no longer have ownership of those goodsWe have no records of anyone contacting our customer service team for assistance in this matter* *** offers a day, no questions asked, return policyThis claim is being entered months after the initial claim with *** In addition, the Complainant's brother passed April 30, While we are sorry for her loss, that is four months for her brother to contact us with any issues or concernsWhile there is a claim that *** contacted us regarding this order, the person mentioned is in Accounting and would not be the contact *** has with our organization for these type of investigations.While we are certainly willing to work with *** to investigate further, any information we can acquire through the Complainant would be helpfulWhat is the status of the *** claim? Is there any customer information available? Order number for instanceIn these situations, any claim for lost goods is processed through ***If that claim was approved and we are now refunding money for an item we no longer have ownership of, there is certainly a possibility the claimant would receive compensation for this item twiceWithout knowing more, we are at a loss, especially considering this should have been handled through *** and/or our customer service team months prior

Mr*** was contacted today, September 24th, and we have reached an amenable resolution. This occurred after Mr*** filed a complaint through our Dispute Resolution process which is available on our website at www.gencomarketplace.com and through the Revdex.com
complaint process
He will be receiving a credit on future orders and we have reached a mutually agreed upon amount of creditThis credit will be processed by our customer service team and be appended to his account for a future purchaseWe would consider this complaint closedPlease confirm with Mr***
Thank you,
*** ***
Director, Customer Experience
***

The order referenced by the complainant was placed with our organization over months agoWe question why the Revdex.com complaint is only now being filedAt the time of the order, as the complainant states, they were offered a resolutionNo communication was had with complainant after the resolution
was offered and no attempt was made to return those goods to usWe are left to assume the goods were sold for a profit and no other response from us is needed
We sell ‘where is, as is’ goods and make no claims to qualityOur pricing reflects thatThese goods were purchase at ten cents on the dollar, which reflects the quality of the goodsRegarding the complainants comments on the condition of the products, we sell uninspected goods we receive from major retailersIf they inspect the goods or have a 3rd party inspect the goods prior to our receiving them, they may add documentation on the box regarding condition, but we do not inspect the goods ourselves and sell those goods priced as such.
We cannot offer a refund for goods received over months ago and ask the Revdex.com to close this complaint

We are disappointed the complainant had a bad experience and chose to use the Revdex.com as a mediatorWe have a dispute resolution process in place to alleviate this needThe complainant filed a dispute and we were in the process of responding to that dispute request when this complaint was filed
Despite selling 'as-is, where-is" final sale goods, we want to ensure our customers have a good experience buying from usIn this case, there is often the misconception that all lots are in the same condition and that they all match what is stated on our website as the typical scenarioAdditionally, if a label sells salvage, that could be for a myriad of reasons including being placed there by the original supplier, and because we do not inspect the goods, it remains there when soldHaving said that, we certainly want to work with this customer to ensure a just resolution and will reach out to the complainant via our dispute resolution processOnce the customer is satisfied, I would hope he would reconsider this complaint and remove it from the Revdex.com website.Thank you

I ask that this complaint remains openI had emailed *** *** asking about products to see if he would get back to me and he sure does when he wants to make a sale but Genco ignores your emails and response to any sales related issueEven before I told Genco I will be forced to move forward with legal actions I had not received any response*** *** asked me to send him pictures of the productsI emailed him pictures and did not receive a response backI had never once returned an email from Genco addressing my concerns in regards to this matter
The point is that the merchandise had already been tested as bad and should had never been sold as "uninspected customer returns"It should had been sold as "SALVAGED"There is a big price difference between salvaged and "untested customer returns"The price I paid Genco was for "Uninspected customer returns" and that's what was reflected on the sales invoiceThat's what was advertised, *** *** even said that these were uninspected customer returns." What I expected from Uninspected customer returns is a percentage to be workingWhat I got was ALL damaged with broken screensNot a single working HDTV
I ask that this complaint remains open as it has not been resolved

The business would like to move on past this dispute. If the complainant will accept the $credit back to their credit card as mentioned above, we will move forward with making that happen so this case can be closedThe complainant will be required to accept this credit as closure to this complaint

GENCO Marketplace provides a dispute resolution process to avoid complaints and situations like thisWhile we acknowledged the customers reasoning for the complaint, there were several factors which prevented us in refunding the customer as requestedThe customer agreed to our terms and
conditions which states you are buying as-is, where-is, final sale goodsIn this same document which was agreed to by the customer, it states, THE SERVICES, GOODS AND THE WEBSITE, INCLUDING ALL PROPERTY LISTED FOR SALE, CONTENT, FUNCTIONS, MATERIALS, SERVICES AND INFORMATION MADE AVAILABLE ON OR ACCESSED THROUGH THE SERVICES OR THE WEBSITE, ARE PROVIDED ON AN "AS IS," "WHERE IS," "AS AVAILABLE" BASIS "WITH ALL FAULTS" AND WITHOUT REPRESENTATIONS OR WARRANTIES OF ANY KIND WHATSOEVER, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSEBUYER AGREES THAT THERE ARE NO WRITTEN WARRANTIES OR ANY WARRANTIES THAT EXTEND BEYOND THE FACE OF THIS DOCUMENTGMP and the Supplier undertake no responsibility for the quality of the goods and assume no responsibility that the goods will be fit for the purpose for which you are buying these goodsBUYER acknowledges that no representations have been made by the Supplier or GMP, or relied upon by BUYER, in connection with the quality, quantity or capacity of the merchandiseBUYER acknowledges and understands that purchase of PRODUCT constitutes the wholesale purchase of clearance merchandise and that some or all of the PRODUCT may not be in usable conditionThe BUYER further understands that the merchandise may vary from the general description and that the general description is for convenience onlyBUYER agrees that the general description is NOT a representation or acknowledgement of the actual goodsPer the customer's initial dispute complaint filed with us, he stated that "30% of the items we broken or inoperativeI understand that these are "uninspected returns." However, the condition of the items were salvage." Yet, the customer wants a full refundThe definition of salvage versus uninspected returns to most folks within our industry is the sameWhile the goods we sell may or may not have been inspected by the retailer or one of their refurbishment partners, it is uninspected by us and sold as uninspectedWe offer no warranty as to condition as that condition is unknown to usThe customer, before holding on to the goods to be inspected or returned to us, sold the itemsThe request of compensation is based on the customers inability to sell the goods at a profitThis is something we have no control over and have no way of confirming the shortage as represented by the customer outside of a few photos provided by the customerCertainly not in a way that would justify a full refund for items already sold by the complainantDespite all of the above, we attempted to work with the customer and provide a credit on a future order of $or 30% of what was paid to us to 'make good' on his experience and continue building and growing the relationshipThe customer refused, wanting a full refund which we could not approve given the items aboveIn order to end the relationship amicably, we attempted to offer a refund of $This was also refusedWe were told to keep our refund offer as the customer would no longer be working with usShortly after that communication, a request was sent to handle this matter through arbitrationThat process is still ongoingOnce the arbitration request is made, we no longer have the ability to work toward resolution as that is done through arbitrationAfter that request was made by the complainant and we removed ourselves from the process awaiting response from the arbitrator, the customer filed negative reviews of our business and this Revdex.com complaintWe cannot offer a full refund on goods that were purchased as-is, final sale AND sold before being inspected or returned to usWe no longer have ownership of the goods and as such cannot compensate for those goods on top of what the customer made from selling these itemsWe can also not proceed with any additional resolution attempt without the requested arbitration process occurring or further guidance from our legal team on this matter

attached to this message are PDF file attachments of my emails I sent to *** *** over at Genco MarketplaceI had also called him several times and left him several messages as wellHe does not answer my phone calls or return my voicemailsHe only answered the phone when I call with a blocked number or from a different telephone numberI informed him of what happened and he told me to email him with pictures and so I did
I request that this complaint remains open

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My brother contacted Genco prior to his deathHe said he had done business with them before and was surprised they would not comply to *** requestI agree that *** should take responsibility as they had the package in hand and delivered to the wrong address However they say their ordance is to get documents from the shipper not the purchaser or the attended receiverGenco Marketplace should contact ** *** ** *** regarding tracking number at *** *** *** and abide by their request or credit my brother his $for the Christmas gift he paid for for me that I have never received
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Please note that there is an open dispute with *** *** credit card Genco will have to respond to the dispute by indicating that we have reached an agreement - allow the charge to come back onto the account and then credit me for $ I want to note that I still don't agree with how GENCO handled this auction I feel that they willfully misrepresented salvage items as non-inspected returns and followwith my complaint by being argumentative and brash I sincerely, hope that GENCO corrects their auction procedures to protect future customers. I would also like to thank the Revdex.com for stepping in here and mediating, when GENCO refused to
Regards,
*** ***

Our offer assumes the complainant will be made whole by [redacted] as stated in their recall letter provided to us. In addition to that, [redacted] is offering $50 per mower for the inconvenience. Our offer was generous and an attempt to save the relationship. If this is unacceptable, the other option is for the complainant to wait until GENCO receives a credit back from [redacted] and that credit will be provided to him. To make one last attempt at resolving this dispute before a credit is received from Sears, we will offer complainant $6,000 toward his next order. As stated in his response, his rep can work with him on acquiring the type of load he is seeking and can take a couple points off of that price, in addition to having the $6,000 credit
applied to the order.
Regards,
[redacted]
Director, Customer Experience
GENCO Marketplace

While we have spoken with [redacted] to try and provide more details on this claim, we have no record of the order and cannot provide the resolution requested. We would need an order number and/or an order name to find information about the item in question to better understand what was not delivered. To this point, the complainant has not provided any details that would help us determine what it is she claims she is missing. If we are provided the necessary details, order number and/or name of her deceased brother who placed the order, we can work to resolve the complaint. The complainant could also contact our customer service department at ###-###-####, which never occurred prior to complaint, to help us understand the issue at hand.Thank you.

We have attached an email received from the complainant making an offer to buy other products several weeks after the order in question and during the period he mentions below that we were not in contact with him. We made several attempts to work with the customer via phone on future orders, however once the complainant sent us an email stating he would seek legal options, our company policy is to end all communications with that customer at that time. Which is what happened and why no further communication with the complainant occurred after the email attached.
As stated previously, it was overly communicated by the sales associate with the complainant that these goods were ‘uninspected returns’ by GENCO Marketplace. These goods were likely inspected by the retailer, thus any notes, tags or other information provided on the boxes, were provided by them. Because these were uninspected by us, we sold them at an appropriate rate which equaled a fraction of the retail cost (10%). At that rate, we are unsure what the complainant’s expectations were, but we were very clear with him that these goods are sold ‘as-is, where-is’ and were uninspected returns (by GENCO Marketplace). There was no misrepresentation by GENCO Marketplace as stated by complainant, the customer knew exactly what they were purchasing, and because of that, we ask that this matter be closed.