Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: [redacted], V.P.
Contact Phone: XXX-XXX-XXXX x [redacted]
Contact Email: [redacted]@clars.com
Mr. [redacted] is correct that he purchased a lot of two framed newspaper articles in our November auction, and when he came to the...
gallery to claim his items one of the two was missing. How or when it went missing we do not know. Mr, [redacted] is incorrect in stating that we know where the missing item is. Mr. [redacted] is also incorrect in that we made no effort to look for the item. When the initial logistics member could not locate the piece she asked for assistance from at least two other members of our staff who were familiar with the item and the location where it was displayed to try and locate it. Mr. [redacted] waited a long time while we tried to locate the missing piece. I was informed prior to canceling the sale that there was in issue, and that they were looking, but it appeared an item was missing. After continuing to search for some time but being unable to locate it we offered Mr [redacted] the option to keep the one item at a reduced rate, or we could cancel the sale entirely. We are a service industry and rely on our reputation to both sellers and buyers. We do not give away items to people that did not buy them, or sell sold items out from under the winning bidder. A bid is a contract and we take that seriously. We handle over 2000 lots, many lots consisting of multiple items, on a monthly basis and although loss and damage is rare, it does occasionally happen. Like any other business we are not immune to accidents, theft, and dishonest people who may be on or premises at any given time. We gave Mr. [redacted] a full refund for his purchase and he did not seem upset at the time. He emailed us directly with his complaint and we emailed him back a sincere apology. We cannot turn over his item to him because we don't know where it is. It is missing. I apologize again to Mr. [redacted] for this unfortunate loss. He purchased the lot of two items for $75 and was refunded in full. Lastly, please refer to our Risk Of Loss section in our Conditions of Sale that all buyers must agree to prior to bidding:
"RISK OF LOSS: In the event delivery cannot be made because of loss due to fire, theft, or any other reason, the Gallery shall only be liable for the return of any deposits or payments made by the purchaser."
Best regards,
[redacted]
Clars Auction Gallery
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every statement made by this business is false.
I was in and out no more than 10 minutes. This is a total lie that I waited long time!!!The person who assisted me went back to the display case with one of her coworkers and came back in a few minutes. Refunded my credit card payment and that was it. This is what they call a long search!!!! Walking few yards to the locked display case. It is hilarious.
Also Mrs. [redacted] admits that two of the staff members were familiar with my lot(among their thousands of items for such a cheap lot!!!) This is very interesting to learn!!!
Nobody offered me to keep the second item!! (I wouldn't keep it either as they sold the valuable item to their preferred costumer!!) Again, this is an outrageous lie. They just returned my money and said goodbye!!!
Mrs. [redacted] also knows that I was not upset!! Sorry, my bad, next time I scream really loud that you may understand that I was upset!!! It is so hilarious!!
Here is another lie from Mrs. [redacted](as she is now going at full speed!!) to show that the lot was cheap, that it was only $75. They charged my credit card $89.25!!! She just forgot to add the hammer price!!!
Lets be serious now:
Your company policy does not apply here as this item is not lost(can not be lost from a locked display case where you have the key) or stolen (if stolen where is the police report?).
It is sold by you, by the Clars Auction Gallery from a locked display case, to somebody who offered more money than my winning bid. May be this is done by your two members of staff who knew the lot very well(as you stated.)
Please do return my lot. A locked lot where you have the keys does not get disappear like this in an auction house.
I'll be also contacting to the TV channels and to an attorney to show your dubious business practices unless you return my lot in the upcoming days.
Please do keep in mind that responding to my questions and statements with lies doesn't help you at all. Just be honest and tell me to whom you sold my lot and bring it back. That's so simple.
Thank you.
Final Consumer Response /* (4200, 11, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company constantly making false statements.
Probably they have a CLO (Chief Lying Offaaicer!!) who is responding to my messages poorly. And during this process her ridiculous answers make me only laugh in tears!!
Here is the best one: She is saying that their locked display cases are unlocked at all other times!!!! REALLY!!! What a lie!!!! When I went to pick up my item we walked to the locked display case and guess what "Mrs. Liar": the display case was locked!!! Your colleague had opened the case by the key!!!
I am really sickened by your lies AND RUBBISH EXCUSES. Believe me even a few years old child don't buy your poorly fabricated stories.
I contacted to some other auction houses and I was always told that items do not get missing from locked display cases.
You sold my item to somebody who offered you more money. Your CONDITIONS OF SALE does not apply here: You deliberately sold the item to somebody else. It is not lost or stolen.
EVERYBODY SHOULD KEEP IN MIND THAT WHENEVER OFFERED MORE MONEY CLARS AUCTION GALLERY COULD RESELL ANY ITEM EVEN IF THERE IS A WINNER FOR THAT AUCTION.
I really appreciate if you return my item. And please stop answering to my messages with silly answers!! I know how hard you are looking for the item!!!!! but just contact to the person to whom you resold the lot. It will be so easy.
Thank you.
Final Business Response /* (4000, 13, 2016/01/22) */
The lost framed newspaper page has been found. We will let Mr. [redacted] have it for no charge. The second item that was originally in the lot is no longer available. We will contact Mr. [redacted] to let him know.
Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: [redacted], V.P.
Contact Phone: XXX-XXX-XXXX x [redacted]
Contact Email: [redacted]@clars.com
Mr. [redacted] is correct that he purchased a lot of two framed newspaper articles in our November auction, and when he came to the...
gallery to claim his items one of the two was missing. How or when it went missing we do not know. Mr, [redacted] is incorrect in stating that we know where the missing item is. Mr. [redacted] is also incorrect in that we made no effort to look for the item. When the initial logistics member could not locate the piece she asked for assistance from at least two other members of our staff who were familiar with the item and the location where it was displayed to try and locate it. Mr. [redacted] waited a long time while we tried to locate the missing piece. I was informed prior to canceling the sale that there was in issue, and that they were looking, but it appeared an item was missing. After continuing to search for some time but being unable to locate it we offered Mr [redacted] the option to keep the one item at a reduced rate, or we could cancel the sale entirely. We are a service industry and rely on our reputation to both sellers and buyers. We do not give away items to people that did not buy them, or sell sold items out from under the winning bidder. A bid is a contract and we take that seriously. We handle over 2000 lots, many lots consisting of multiple items, on a monthly basis and although loss and damage is rare, it does occasionally happen. Like any other business we are not immune to accidents, theft, and dishonest people who may be on or premises at any given time. We gave Mr. [redacted] a full refund for his purchase and he did not seem upset at the time. He emailed us directly with his complaint and we emailed him back a sincere apology. We cannot turn over his item to him because we don't know where it is. It is missing. I apologize again to Mr. [redacted] for this unfortunate loss. He purchased the lot of two items for $75 and was refunded in full. Lastly, please refer to our Risk Of Loss section in our Conditions of Sale that all buyers must agree to prior to bidding:
"RISK OF LOSS: In the event delivery cannot be made because of loss due to fire, theft, or any other reason, the Gallery shall only be liable for the return of any deposits or payments made by the purchaser."
Best regards,
[redacted]
Clars Auction Gallery
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every statement made by this business is false.
I was in and out no more than 10 minutes. This is a total lie that I waited long time!!!The person who assisted me went back to the display case with one of her coworkers and came back in a few minutes. Refunded my credit card payment and that was it. This is what they call a long search!!!! Walking few yards to the locked display case. It is hilarious.
Also Mrs. [redacted] admits that two of the staff members were familiar with my lot(among their thousands of items for such a cheap lot!!!) This is very interesting to learn!!!
Nobody offered me to keep the second item!! (I wouldn't keep it either as they sold the valuable item to their preferred costumer!!) Again, this is an outrageous lie. They just returned my money and said goodbye!!!
Mrs. [redacted] also knows that I was not upset!! Sorry, my bad, next time I scream really loud that you may understand that I was upset!!! It is so hilarious!!
Here is another lie from Mrs. [redacted](as she is now going at full speed!!) to show that the lot was cheap, that it was only $75. They charged my credit card $89.25!!! She just forgot to add the hammer price!!!
Lets be serious now:
Your company policy does not apply here as this item is not lost(can not be lost from a locked display case where you have the key) or stolen (if stolen where is the police report?).
It is sold by you, by the Clars Auction Gallery from a locked display case, to somebody who offered more money than my winning bid. May be this is done by your two members of staff who knew the lot very well(as you stated.)
Please do return my lot. A locked lot where you have the keys does not get disappear like this in an auction house.
I'll be also contacting to the TV channels and to an attorney to show your dubious business practices unless you return my lot in the upcoming days.
Please do keep in mind that responding to my questions and statements with lies doesn't help you at all. Just be honest and tell me to whom you sold my lot and bring it back. That's so simple.
Thank you.
Final Consumer Response /* (4200, 11, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company constantly making false statements.
Probably they have a CLO (Chief Lying Offaaicer!!) who is responding to my messages poorly. And during this process her ridiculous answers make me only laugh in tears!!
Here is the best one: She is saying that their locked display cases are unlocked at all other times!!!! REALLY!!! What a lie!!!! When I went to pick up my item we walked to the locked display case and guess what "Mrs. Liar": the display case was locked!!! Your colleague had opened the case by the key!!!
I am really sickened by your lies AND RUBBISH EXCUSES. Believe me even a few years old child don't buy your poorly fabricated stories.
I contacted to some other auction houses and I was always told that items do not get missing from locked display cases.
You sold my item to somebody who offered you more money. Your CONDITIONS OF SALE does not apply here: You deliberately sold the item to somebody else. It is not lost or stolen.
EVERYBODY SHOULD KEEP IN MIND THAT WHENEVER OFFERED MORE MONEY CLARS AUCTION GALLERY COULD RESELL ANY ITEM EVEN IF THERE IS A WINNER FOR THAT AUCTION.
I really appreciate if you return my item. And please stop answering to my messages with silly answers!! I know how hard you are looking for the item!!!!! but just contact to the person to whom you resold the lot. It will be so easy.
Thank you.
Final Business Response /* (4000, 13, 2016/01/22) */
The lost framed newspaper page has been found. We will let Mr. [redacted] have it for no charge. The second item that was originally in the lot is no longer available. We will contact Mr. [redacted] to let him know.