Ashcroft and Moore, LLC

[redacted] It was a pleasure speaking with you today. As per our conversation, please find the refund receipt attached to this email. Please let me know should you need anything additional.Thank you,
Lee K. B[redacted]Ashcroft and Moore[redacted]

We received your letter dated Tuesday, January 2, 2018 logging a complaint from [redacted] stating thatshe has a problem with paying the buyer's premium on her auction winnings from our December 17°",2017 auction.When the buyer first reached out to us, it was explained to her thatythe buyer's...

premium for suchauctions was 23%, however the company who hosted the online bidding ([redacted]) does assess a 5%live fee to every hammer price as well, which is payable to [redacted] and not the auction house. Theseare in the terms and conditions (see attached) which the buyer agreed to. The buyer was shown theseline items on her invoice (see attached) and was instructed to contact lnvaluable’s customer serviceteam for further explanation.When a buyer registers to bid in our auction they are instructed that they agree to both our (Ashcroftand Moore) terms and conditions as well as [redacted] terms and conditions, both with state the feesclearly. Nothing was misrepresented to the buyer in this case, our buyer's premium is 23% and[redacted] adds their fee of 5%, all of which is clearly stated in the attached terms and conditions.The buyer again contacted us on 12/21/2017 via email and again demanded a refund. Once again shewas pointed to the terms and condition as well as instructed to call lnvaluable’s customer care team.She was also show a screen shot of the terms and conditions with all the buyer's premium informationhighlighted and we considered the matter closed. Our company is not liable if a customer fails toproperly read the terms and conditions provided to themThe buyer has since contacted us again to let us know that there has been a problem with the shipmentof her items. As per our conversation, the buyer is returning the item in question and receiving a refundupon its safe return to our facility. Since this customer is receiving a refund in full, we once againconsider this matter redundant as she will be receiving a refund once the items have been returned tous in good condition.Please let us know if we can provide any further information or explanation in this matter.Please see attachments provided for further explanationA) Ashcroft and Moore's Terms and conditionsB) [redacted] terms and conditions (see section 2.3 for information about fees)C[redacted] invoice showing the Live FeeThank you,[redacted]Lee B[redacted]Operations DirectorAshcroft and Moore, LLC