Genco Marketplace

Review: I purchased a pallet of merchandise in what was advertised as untested store returns. I confirmed this with the salesman before purchasing as well and he told me the same thing. Nothing was ever mentioned about salvage items. I received a pallet of pieces of brokens vacuums, incomplete vacuums and other parts which were not advertised. No store in the world would accept these broken pieces as a return. This was a bait an switch scam which I would like at least a 50% refund for since there were some working and broken full vacuums on the lot.Desired Settlement: I expect a partial refund for the lost and missing items that were listed on the manifest. There were multiple pieces of a vacuum that was supposed to be a store return but thats it. I expect 1/4 to 1/2 refund for this.

Business

Response:

We have been very proactive with this customer and their concerns, responding within a few business hours from receipt of their complaint and working with the customer from that acknowledgement toward resolution. We offer a dispute resolution process to provide the best customer experience and avoid any Revdex.com involvement. Unfortunately in this case a complaint was filed before any move toward resolution could have been offered. We have been in contact with this customer and have taken all necessary measures to take care of their concerns. We believe this complaint will be resolved within the next few days, with the removal of the complaint now resting with the the issuer.Thank you,GENCO Buyer Experience Team

Review: Vendor agreed to a price on an order, then billed for the order at a price 71.4% higher than previously agreed. When I contacted vendor, they said that they had a price increase on Dec. 1, but the order was placed and delivered to me in November.They subsequently told me that since they hadn't invoiced me for the order until November that I had to pay the higher price.I've attempted to work with the director of sales, [redacted], however have been met with continued insistence that I pay the higher rate.They offered to accept a return and a partial refund, but this is not an option for two reasons. One, they will not refund any freight and want me to pay for freight to return the items. Some of the merchandise has already been processed and had occurred additional costs in my facility.Desired Settlement: I would like to pay for the order at the agreed upon price.

Business

Response:

The customer was contacted on 12/09 and the billing issue in question was resolved. The Director of Sales worked with the customer to resolve the issue. While we reserve the right to increase prices based on market conditions and other factors, we have closed this order at the previously stated rates. We ask that this complaint be closed.

Review: called and complained about item in pallets does not match manifestnot even close. manifiest says (example) dyson dc65 but when you get it its a dyson dc18, or manifest says 7 mini fridges and there is only 5 how can you miss count a mini fridge. I was told when I signed up to do business with genco that manifest are accurate unless it a major appliance load (then description may differ). tried to talk to my (sales rep) but got no where, so tried again and got same results this time even worse empty cartons, (empty) or microwave boxes with fountain parts. I was also told that genco verifies to make sure all parts are there (but does not verify working or not)that isnt true either. afer speaking to someone that represent genco, I was told that there is a 80/20 rule told him I know but you cant sub a $600 vacuum with a $80 microwave he said nothing can be done so that is why I am now talking to the Revdex.com. total scam if you ask me (this is my conclusion just from my conversation with the rep I deal with. attached a few photo bombs to just let everyone what to expect. dont get me wrong I have bought truck from this company since I have been in business, and can always make it work but like I said cant substitute a 178 beverage cooler (shows 178 beverage cooler on manifest, but when you get merchandise instead of 28 microwaves you get 29 (that 1 $99 microwave is suppose to make up for the $500 178 beverage cooler I dont think soDesired Settlement: cant tell genco how to run there business and sure they wont listen but I know if they misled me then there are more buyers out there that has this same problem. look at who is in charge of building pallets because its obvious that person doesnt have a clue whats going on in the warehouse or maybe genco is so large they just dont care.

Business

Response:

GENCO utilizes product information provided by our retail partners in order to properly scan and categorize products. In some cases, such as the Dyson vacuum example, it is possible that UPCs are grouped in a batch and a discrepancy may occur. Also, our operations contracts with our supplier partners do not allow us time to inspect items due to commitments of high volume scanning unless they are requested for a B2C channel. As this was a B2B liquidation inventory purchase, it is possible that the returned item in a box could differ from the sku or product as described on the outer box. It is for these reasons that we keep our prices low but also advise customers to plan to purchase multiple lots over time to even out the quality of the inventory. This multi-purchase approach has helped GENCO Marketplace maintain positive relationships with thousands of customers.

If Mr. [redacted] wishes to continue a business relationship with GENCO Marketplace, we can discuss options for future purchases that can help him recoup lost profits. Mr. [redacted] can contact [redacted], GENCO Marketplace Sales Director, at ###-###-#### to explore these options.

Review: I purchased a pallet of hba goods from this company online. The manufactures retail price was over 4,000 and I had to pay 40% of this price which was 1,900. I viewed the manifest online and after looking at the price of the merchandise I thought it would be a good buy. However, when I actually received the shipment half of the items listed on the manifest were not included. For example, there should have been 75 packs of [redacted] toilet paper (880.88 dollars worth manufacture price) when in reality I only received 6 packs. This is just one example of the overall false advertisement. The company was contacted as soon as the mistake was noted and has been contacted several times thereafter and they refuse to do anything about it stating that the manifest is not 100% accurate. If they know it is not accurate then they should plainly list this on manifest before listing the items for sale. I used their pricing and calculated what I actually received. The retail value was a little over 2,000 meaning the cost of the items received should have cost me 900.00 meaning my business will have to take a major loss which is hard to take because we are a small family owned business and can not afford to take sure losses simply because a company falsely represents a pallet with items listed that I had to pay for but did not receive. I offered to return the merchandise or to pay the 900.00 and receive a refund for the 1,000 over that which I paid and should not have but they refuse to work with me on the manner. The only response was I could get a discount on a future purchase which I plainly stated would never happen because of the experience I have had along with the lack of customer service. They are ripping people off because they are having to pay for items they are not receiving and if they know they are not accurate they need to go through the merchandise and make their own manifest so the consumer actually knows what they are getting when they purchase a pallet online.Desired Settlement: I would like to receive a refund for the items I paid for and did not receive which I also told them I was willing to do. THE ACTUAL RETAIL VALUE OF THE ITEMS I RECEIVED IS 2,292.78 AND PAYING 40% OF THIS WOULD MEAN I SHOULD HAVE PAID 917.11WHICH IS STILL HIGH BUT AM WILLING TO PAY THIS AMOUNT AND THIS AMOUNT ONLY I would like everything over this amount refunded which is around 1,000 dollars.

Business

Response:

We have reviewed Ms. [redacted]’s concerns with her and she has agreed to a mutually-acceptable proposal in which she will retain a business relationship with GENCO Marketplace.

Review: I bought 50 riding lawnmowers from a email blast from a salesman at genco market place. The email ad said they were customer returns. The photos in the email looked top shelf and they was charging 28% of retail. the email also stated that these loads was "The Deal Of The Day"The ad reads as follows:"Mix of following 2011-2012 Customer Returns:50 mowers/Truck30 Inch Decks All Batteries Have Been Replaced!! $50,000 RetailYOUR COST IS $14,000(WILL NOT ACCEPT LOWER OFFERS)*Small sample taken, all engines started with minor carbonation cleaning"I received a salvage load. Missing keys, bad transmissions, bad mowing decks, bad seat engine kill switches just to name a few. when I received the email for the money wire it said salvage on the invoice. I asked the salesman why does this say salvage and he told me it was a template that is auto set to salvage. I told him that I was paying 28% and didnt wont a salvage load and he assured me that it wasnt. I wired $14000.00 that same day. no one pays 28% for salvage in this business and if I would have known it was salvage I would have never bought it. I was more than happy to pay the 28% cause the higher the percent the better the product in most cases. right now I have 14k in a lot of mowers that isnt worth near that. im having to pay mechanics and buy parts, not to mention my time and over head on the warehouse space I rent.this was my first purchase with this company and honestly I dont even see how what they have done to me is legal.Desired Settlement: charge me a fair salvage load % since thats what I got payable either by store credit or money wire

Business

Response:

Per a conversation with the customer on Thursday, June 26, we believe the customer concerns have been resolved to their satisfaction. The customer stated that they had spoken with a Revdex.com representative and informed them that the matter had been resolved through communication, with no further expectation of redress.

Our products are sold “as is, where is “ and per our conversation with the customer, the load in question was provided as promised in the sales process.

Thank you,

Review: Dear Nick D[redacted] from Genco[redacted],

I noticed that after I placed this order you have been ignoring me and not responding to my requests. I want to return or at least get a refund on this order because it is literally ALL salvage junk. No matter what you touch in the order you can clearly see that is has been stated that it was broken/defective.

With that being said, you claimed that the pallets were 6-8 ft tall. Guess what? none of them are "6-8 feet tall" as a matter of fact over 10 of the pallets are little open gaylord boxes filled with broken merchandise.

You also made a claim that the load is valued at $50,000-$60,000 and that is DEFINITELY not true.

It was also deceiving that your email stated " GREAT MIX OF PRODUCT -- POSITIVE FEEDBACK!!". How can this be positive feedback? EVERYTHING is broken. I was promised the type of merchandise that I saw in the pictures instead I have received garbage and I am at a severe lost.

My total purchase was over $6500 and this load I received isn't worth over $1000.

Order #: [redacted]

Order Date : 8/26/15

This truckload was brokered by Genco from "Quality salvage industries" and it contains junk. I cannot believe that you guys are robbing people like this.Desired Settlement: I would like to be refunded or to be able to return this, because I literally have junk sitting in the warehouse taking up space and I am at a loss of over $6000.

Business

Response:

This complaint was filed without working through our normal customer service processes. Within an hour of emailing our support team, a response was sent to the complainant explaining our dispute resolution process and providing a link to start the submission. We sell 'as-is, where-is' final sale retail returns. These goods have been returned for a variety of reasons which means the products can be in a variety of conditions. We do not inspect the products and our pricing reflects that. In this case, the complainant is utilizing the Revdex.com as a resource to make claims to recover on any potential losses he may incur. We are very clear that this industry has risks. Some loads are better than others. It all balances out in the end with many of our customers making a very good living. Everything we stated in our email is as true as we understand it to be. No other customers have complained about this product and many have stated they were very happy with it and have ordered more. The complainant in this case stated something very similar to us in an email on Sept. 1 - "Okay I unloaded the truck , that was only for the first 10 pallets that were in the front, the stuff in the back ( the other 14 or so pallets) looks excellent!" If there was a problem with part of the load, the complainant could have spoken with his rep and avoided this entire scenario. Based on his own words, we are having a hard time understanding the complaint registered. Given that 14 pallets look excellent, we will present a make good offer to the customer via email to work toward the closure of this complaint and will seek closure of this complaint once we have a resolution.

Review: We purchased a lot of return merchandise from Genco that was fully manifested giving the exact items and the number of items to be purchased, BL# [redacted] lot # [redacted] manifest was for 35 various electronic items with a supposed retail price of 21,402.60, we purchased this for a total of $2333.00 including shipping to our location.When we received the merchandise there were great discrepticences in the merchandise we received and what we should have received according to the manifest of the merchandise.this is the link to the manifest ** First thing there were only 33 items shipped and there should have been 35.There were 5 items missing that were on the manifest that totaled $11,764.17 this is 50% of the total price of the merchandise.There were 3 item in the shipment that were not on the manifest, these were very inexpensive compared to the missing items.We contacted Travis West at Genco and he said that he was sorry it was not correct and all that the company was willing to do was take this in consideration if we buy more merchandise from them. He stated their policy is all sales are AS ISWe do understand that their policy is that the merchandise is sold "AS IS"We would not have purchased these items if they would have disclosed what was actually included in the lot. It in not fair or acceptable business practice to sell something and put a value on it and then send different merchandise and also missing merchandise that has significant value as promised before the sale.We feel this company is not following "Fair Business Practices" and something should be done.They should not be allowed to mis-represent their products and not ship what is promised and not be held accountable and just keep cheating the consumerDesired Settlement: We would like a Partial refund that is FAIR for the missing merchandise or they can take the merchandise back that they sent and issue a full refund

Business

Response:

Genco Marketplace leadership has spoken with Mr. [redacted] about his concerns of products missing from the manifest of his shipment. We have offered a couple of options to Mr. [redacted] to address his concerns. Additionally, based on his business model, we have proposed that he may be best served purchasing B2C-ready products as a Reseller in our NoBetterDeal.com business. We have sent information describing this program in detail for Mr. [redacted] to consider as one option to maintain a positive business relationship with Genco Marketplace.

Consumer

Response:

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

After speaking with [redacted] from Genco and being able to voice my company's concerns, this issue was resolved with a fair and equitable resolution

Regards,

Review: The 10 pallets that I received from [redacted] contain 100% defective merchandise. Every item has a [redacted] defective tag. EVERY ITEM. These are not minor defects. I wouldn't complain about scratches or dents. None of the items I received are useable or resaleable. None of the items have orange or yellow Genco stickers. The pallets include: Balls that won't hold air, baseball & lacrosse gloves that are ripped, tennis rackets that are cracked, lacrosse sticks that are bent, protectors with broken straps . I'm really not sure what value these items would have to anyone I realise that items are sold as-is, but based on past purchases I thinks it's reasonable to expect to receive at least mostly usable / resalable inventory. If someone would personally like to come inspect these pallets, I'd be happy to show them.Desired Settlement: I would really appreciate if someone would pick-up these pallets and offer me Genco Marketplace store credit so that I can select replacement pallets of equal value.

Business

Response:

Mr. [redacted] was contacted today, September 24th, and we have reached an amenable resolution. This occurred after Mr. [redacted] 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 credit. This credit will be processed by our customer service team and be appended to his account for a future purchase. We would consider this complaint closed. Please confirm with Mr. [redacted].

Thank you,

Director, Customer Experience

Consumer

Response:

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

Review: I made a purchase from genco marketplace on August 18th

I purchased Uninspected Returns

the whole website says that waste factor” (broken/non-working items) of 10%–25%.

I purchased 5 all in ones and all of them came broken. they all came cracked and damaged, there is now way to sell them. Instead of" uninspected good" I received "salvage goods" even label says SALVAGE, which means all good were checked and Genco is Lying about it. I filed a complaint with Genco and got no response AT ALL!Desired Settlement: I paid $3,239.04, so there's no way I can sell this.

I either need 1800$ partial refund oR FUlL refUND

Business

Response:

We are disappointed the complainant had a bad experience and chose to use the Revdex.com as a mediator. We have a dispute resolution process in place to alleviate this need. The 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 us. In 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 scenario. Additionally, 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 sold. Having said that, we certainly want to work with this customer to ensure a just resolution and will reach out to the complainant via our normal dispute resolution process. Once the customer is satisfied, I would hope he would reconsider this complaint and remove it from the Revdex.com website.Thank you.

Review: I was shipped the wrong pallet. Genco admits this mistake was their fault. The shipping mistake resulted in an overpayment by me of $3000. I requested a refund for the merchandise never received. I was told by Genco that they do not issue refunds.Desired Settlement: I want a refund for my overpayment.

Business

Response:

Genco contacted the customer when the issue arose to address the "claim" of a shortage. Gencoe xtended every option for resolution for this customer such as discounted loads, etc. The means acceptable tot he customer was a full refund of $3000 which genco cannot due based on terms of sale. genco as stated prior is willing to work with the customer however the customer is unwilling to meet Genco half way and holding the claim of $3000 as ransom against Genco. We informed the customer they have 30 days or the terms of the above offer will expire. Genco has met their repsonsibility of committment through our offer.

Business

Response:

The issue at hand is well over 90 days old since the customer submitted a request. The customer came back with question well after any time frame of resolution. Genco is willing to address issues with customers but there must be certain guidleines in regards to time frame. Due to that, we consider this matter closed.

Business

Response:

Regadless of the date, the customer spoke with the Chief Commercial Officer at genco whom offered resolutions which did include the discounts on future orders. Genco, as marked on our PO's, all sales are final, no refunds has offered to assist the customer however the customer will only accept cash repayment. There is no higher authority then the CCO within our sales organiziation. In summary Genco has exhausted every option possible within our business guidelines to assist the customer on pure "good faith." Again, the ruling has been handed down by Genco's CCO thus closing this matter.

Business

Response:

Review: Considering the number of complaints, the fact Genco sells trash to small customers, and they never refund any amount of a payment it is hard to believe that Revdex.com rates them A+. Obviously Revdex.com metrics with respect to Genco are not measuring good customer service and legitimate sales practices.I made two orders to Genco Marketplace in the last 12 months of 7 pallet boxes each of apparel. Nowhere on Gencos website, where they describe their products, or in their communications with their sales rep do their product descriptions indicate that most if not all of your purchase would be junk that is not resalable. The first purchase of 7 pallet boxes of apparel was on December 9, 2013 for $16,193.39 including trans. When it arrived two pallet boxes were completely crushed. One of the crushed boxes and another box contained 64 pairs of brand name boots that were unsaleable due to very bad boot box condition and defective boot sizes. The total lost payment from these unsaleable boots was $4224.35 including its portion of the trans cost. Efforts on our part to obtain a refund were ignored. We contacted the Genco sales rep Mr. [redacted] and his boss Mr. [redacted] Mr [redacted] offered a $3000 credit on the next order, but a credit was never given on the next order.The second order of 7 pallet boxes was paid on September 2, 2014 for $13,324.66 including trans. I expected to be able to resell on-line all or most of these items in my on-line retail business. By September 11, the order had not shipped and because after September 15, due to not receiving the order on a timely basis, we could not schedule workers to unpack and evaluate items until later. On September 11 I requested cancellation of the order and a refund from Mr [redacted]. He denied my request. Six pallets were delivered on September 19, 2014. One pallet was missing. Mr. [redacted] said he would be credit my bank account for the missing pallet, but no credit was ever received. What we found, in addition to the one missing pallet, was that 22% of the manifest listed item value of the pallets was not shipped totaling $2931.42 loss in payment amount from items listed in the boxes on the manifest that were not shipped and 74% of the manifested items were either not in the shipment or unsaleable trash and junk for a $9860.25 loss on the purchase of undelivered or unsaleable junk. Additionally I have spent about $3000 in labor to inspect all items and record the defects for a total loss $12,860.25 on this second order. Also I have had an additional ~$40,250 loss, as a conservative estimate, of expected revenue from these two purchases and a $17,085 loss from the total cost of the two shipments of $29,518.05 total paid to Genco.If Genco refunded me the $17,085 I would consider the matter resolved even though this excludes the $40,250 of lost revenue I suffered from these purchases. Genco has cost me more than $57,000 in the last 12 months in cost of unsalable goods, labor, and lost revenue. In addition to filing a dispute resolution request to Genco Customer Service, with numerous photos of examples of unsalable junk received, I also sent a certified letter to their CEO [redacted] one month ago requesting a $17,000 refund with no response. How can a CEO not even respond to a customers communication and Revdex.com rate them A+? I read in the on-line forums and Revdex.coms complaint records on Genco so many other examples of this kind of malpractice by Genco toward small businesses. Genco has never refunded a customer for any complaint resolution. Genco and Revdex.com consider a good faith effort of resolution of complaints as offering a credit on the next order, but what prevents Genco from simply falsely escalating the value of the junk on the next order, or raising the discount percentage from the original listed value on the manifest, and/or omitting to ship manifested items as they routinely have done in violation of USDOT and US interstate commerce regulations. With that kind of treatment to its customers, how can Revdex.com rate them A+? Revdex.com must reevaluate its metrics for rating liquidation companies like Genco Marketplace in their practices of misrepresenting and disposing of trash as valued merchandise. Contac[redacted].Desired Settlement: 1)Direct payment to me of $57,250 loss (due to $17,000 loss for cost of items requiring disposal and $40,250 loss of revenue for those items) or 2)Direct payment to me of $17,000 refund for junk shipped that I paid $17,000 for and remove junk pallets from my warehouse that Genco shipped.3)Shipment of $17,000 of quality apparel and accessories discounted 10% of original actual value that I have opportunity to evaluate at shipping location prior to shipment.

Business

Response:

GENCO Marketplace offers a dispute resolution process to hopefully avoid situations like this. Unfortunately in this case, the complainant filed their dispute after the allotted dispute window had closed, and then chose to file this Revdex.com complaint. The 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, as-is where-is, merchandise. Additionally, 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 order. The team is crafting a response that will be provided to the complainant in hopes of resolution. While 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 that. This action will be taken within the next 2 business days as we work through approvals. Once this matter is resolved with the complainant, we will notify the Revdex.com to confer with the complainant and close the dispute.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please close this complaint as resolved.

Review: My brother who recently died purchased items through this company from his home in [redacted] for me in December 2014 to be shipped to my address in [redacted] The gift was shipped through [redacted], however they delivered to the wrong address. [redacted] requested information from Tim [redacted] of Genco Marketplace regarding this purchase and shipment, however they have not responded to this day. [redacted] takes responsibility of having package in hand, but for some reason their ordinance states they must get some type of verification from the shipper Genco Marketplace who has received full payment from my brother however refuses to respond to [redacted] request. Someone should be responsible for either delivering my gift or returning my brothers $199.00 in regards tracking number [redacted] and this company has received payment for a gift I never received.Desired Settlement: Mr Tim [redacted] of Genco MarketPlace should respond to al[redacted] requests regarding un-delivered package. tracking number [redacted] or re-send us the same purchase item. [redacted] should reimburse us if they delivered package to the wrong address. But my now deceased brother should not pay for a gift I never received. Genco MarketPlace or [redacted] should take responsibility.

Consumer

Response:

In response to complaint #[redacted]. The shipper Genco Marketplace can put the $199.00 back as a credit on my brothers credit card account. The only authority I have is the item he purchase was for me. He could also re- send the package to me as originally agreed with my brother and the owner of Genco Marketplace. However a credit back to my late brothers credit card is acceptable.

Business

Response:

This seems to be a complaint with [redacted] and not our organization. I have attached the tracking information from UPS. It originally showed Delivered and then a few days later showed a claim for missing item was issued. Once the item leaves our facility, we no longer have ownership of those goods. We have no records of anyone contacting our customer service team for assistance in this matter[redacted] offers a 30 day, no questions asked, return policy. This claim is being entered 6 months after the initial claim with [redacted] In addition, the Complainant's brother passed April 30, 2015. While we are sorry for her loss, that is four months for her brother to contact us with any issues or concerns. While there is a claim that [redacted] contacted us regarding this order, the person mentioned is in Accounting and would not be the contact [redacted] has with our organization for these type of investigations.While we are certainly willing to work with [redacted] to investigate further, any information we can acquire through the Complainant would be helpful. What is the status of the [redacted] claim? Is there any customer information available? Order number for instance. In these situations, any claim for lost goods is processed through [redacted]. 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 twice. Without knowing more, we are at a loss, especially considering this should have been handled through [redacted] and/or our customer service team months prior.

Consumer

Response:

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.My brother contacted Genco prior to his death. He said he had done business with them before and was surprised they would not comply to [redacted] request. I agree that [redacted] 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 receiver. Genco Marketplace should contact [redacted] regarding tracking number at 1 [redacted] and abide by their request or credit my brother his $199.00 for the Christmas gift he paid for for me that I have never received

Regards,

Business

Response:

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.

Review: I ordered a truck load from Genco market place on oct 9th,2013 and the load is supposed to be a premium load with products in excellent condition,when I received the order I had to many issues with that load:1- the count of the item was not correct,major and high value items was not on the load. this is not the first time I have this problem regarding this situation and the company had to make it up with other orders I got from them.2- too many damaged items on the load, missing major parts that the item can be sold without havent it.3-when I contacted the salesperson about this load he assured me it is a high end items with great quality and it was completely the opposite.4-i also contacted the sales person to provide further detail on this case and he responded in a way that carry some kind of accusation that we are not telling the truth, my respond was offering him aticket and a free stay to inspect the items.I will provide pictures upon request.Desired Settlement: we are seeking a refund of 50% of the value of the order.as we didnt get what we we where promised .

Business

Response:

Review: In April of 2014 I bought a truckload of merchandise from GencoMarketplace.com that was offered to me via email. The load was very inaccurately manifested, but after calculating the overages and shortages I was left with a shortage of $38597 at retail. This represented a loss to my company of $6177. I contacted my salesman and forwarded the spreadsheets detailing the overages and shortages. After researching the issue, my salesman informed me that he could not do anything about this load, but that he would take care of me on a future purchase. After 9 years in this business I can say that this isn't the best resolution, but I have heard it before. I decided to take him up on his offer and responded to another email invitation to purchase a load of lawn mowers in June of 2014. The mowers were offered as customer returns with pictures showing them in very good condition and it was also noted that they all had brand new batteries. After receiving the mowers, it was very obvious that they were not as pictured. The back of the trailer was loaded with pieces and parts! I immediately photographed several of the units and contacted my salesman. Furthermore, I began to research the actual model numbers of the mowers I purchased and found that they were all recalled by a major retailer due to faulty transmissions. After piecing a few of them together and working on the carburetors to get them running, we did find that none of them moved because of the faulty transmissions. After waiting for several weeks on resolution from my salesman, I was emailed to file a dispute with Genco, which I did on August 6th for both orders. I received acknowledgement on August 7th that they received and were working on the disputes. I emailed again August 21st for an update and was told they were still working on it. I emailed again on September 19th with no reply which is why I am now asking for your help.Desired Settlement: The first load is simple, the shortage is $6177 which should be refunded, less the $1000 that the salesman took off the advertised price on the second load. The second load was advertised as a customer return load valued at $50,000 for $15,000 which is 30% and not unreasonable for a customer return load. However, the load received was salvage recalled merchandise which would sell at 10% at best. Therefore, I am requesting a $10,000 refund.

Business

Response:

We apologize for the delay in response to the customers "Dispute Resolution" filed with Genco Marketplace. We have spent significant time trying to corroborate the customers complaints regarding the mowers in question. At 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 Marketplace. Those details were not provided to the sales rep, nor were they included in the dispute filed. We cannot offer and reach resolution on as-is, where-is goods, without additional information such as mower brand and serial number. We look forward to the customer's response so we can get this resolved. The information can be emailed to[redacted]

Thank you,

Director, Customer Experience

Genco Marketplace

Consumer

Response:

Review: Genco sales staff claimed that items were in resalable condition, most in boxes/packaging. However after receiving a $1038 pallet box of toys/costumes we discovered that most of the items were missing parts and or had broken pieces. Also upon examining one item specifically, [redacted], the box was ripped open and several key components were missing. Inside was an "[redacted].com Returns Center Receipt" stating the following: "My daughter got this for Christmas and the only thing in the box was the castle. The doll, horse, bed, etc. were all missing." The fact that we were buying [redacted].com returns was never disclosed to us. Genco Marketplace claims that these products were store shelf pulls and returns. NOT [redacted].com junk returns. In a store, for example, items are thoroughly checked for damage and missing parts before the return is transacted. With [redacted].com returns, anyone can take what they want and claim that it is missing. I feel that small businesses like ours deserve to be notified and see that Genco Marketplace does not provide what they claim. In fact, there were a few items on the manifest that never even arrived on the pallet. All said and done, our very small business, a children's resale clothing and toy store will be taking a loss of over $500 because of Genco Marketplace sales staff's dishonesty. This is their information. I have not contacted Genco as of this email. Please contact us in regards to this matter and advise us of what we can do to warn other businesses about Genco Marketplace.Desired Settlement: see Attached document

Business

Response:

The nature of returns liquidation merchandise includes variability in the quality of each pallet of goods. For customers seeking a very high percentage of ready-to-sell merchandise, we recommend that they purchase our Premium-designated pallets or become a B2C reseller through our NoBetterDeal.com channel.

In this case, the proper expectations of the inventory were not fully communicated or understood by this new customer. To address these concerns, Genco Marketplace and Mr. [redacted] have reached an agreement to resolve his unpleasant experience in the future. While liquidation inventory can never be assured to all be complete / in working order, we explained that our Premium pallets are a pre-selected higher quality of merchandise. We will be notifying Mr. [redacted] when we receive Premium toy/kids pallets that are a fit for his business. He appeared very appreciative that we quickly followed-up on his concerns and reached a workable solution.

Review: On June 21st, 2013 I purchased a load of Overstock merchandise from Genco Marketplace. At that time, I made several inquiries to confirm that the load was in fact "Overstock" merchandise. [redacted] from Genco confirmed that it was Overstock via email various times.Genco then notified me that they would be vacating their facility in Ohio and the load had to be removed by Monday July 1st, 2013. The load was picked up on July 1st. As no manifest had yet been provided, it was shipped to a bonded warehouse and held until the manifest was finally provided on July 5th. We received the load on July 15th, and immediately noticed that it was in terrible condition (we have various pics to corroborate this). There was visual damage to over 50% of the items. At this time, we were not yet aware that the load was short by 75% of the items. An email with pics was sent the next day to [redacted] at Genco informing him of the situation. I also spoke with [redacted] by phone on July 16th. We agreed to discuss it again when I had finished inspecting the load.On July 19th we had 3 of 19 skids left to inspect. At this point we relaized there were a significant amount of items missing as well as damaged. Email and voicemail sent to [redacted] explaining this. No response.On July 22nd we finished inspecting the entire load. It had become clear that the majority of the load was missing and that of the items received, much of it was damaged salvage goods. We also note approx 12 items not part of our manifest. At this point we noticed the Bill of Lading also showed a load short 4,000lbs (of an estimated 13,500lbs). A follow-up email was sent to [redacted]. He requested a copy of the manifest showing all damaged and missing items.On July 23rd, we sent the complete list with summary. No response. July 25th, we sent a follow-up email requesting an update. No response. July 26th, I spoke with [redacted] from customer service and gave her all info, response promised. Email sent to [redacted] and [redacted]. No responses.Desired Settlement: The load received was substantially incomplete. I purchased goods that I did not receive. Of those few that I did receive, the condition did not meet what was promised. The sale of the few saleable goods will not even recouperate the cost of shipping or duty (approx $7,790 shipping/duty).I am requesting a full refund of the purchase price. Genco is welcome to pick up and take back the load sent.Requesting $20,000 USD refund. I am open to suggestions for renumeration.

Business

Response:

Genco is investigating the claim and is under review. Since the customer is in another country, the goods cannot be returned. Genco will address the customer after a thorough review of the information.

Consumer

Response:

No resolution has been offered. My order was placed on June 21st, 2013. I was expected to pay for it the same day, and I did so. I was expected to pick it up and make all associated arrangements by the following Monday (July 1st). I did so. It is not an acceptable or appropriate response to a complaint of this magnitude to simply

say "the issue is under review" without any definitive timeline for a response. I have asked for an estimate of when I might receive a response, and been curtly told "we do not know" ([redacted] via phone). I have made repeated inquiries and been responded to only twice, one voicemail and one phone conversation with [redacted], sales rep. I informed Genco of this issue immediately upon receipt of the items, on July 16th, 2013, over 3 weeks ago. This is more than enough time to provide at the bare minimum a timeline for a response, but frankly ample time for an answer to how only 25% of the goods purchased were in fact delivered to me. I have the bill of lading which clearly shows a shipment short 4,000lbs (of 13,500lbs). I have provided ample evidence to Genco of the missing and damaged items (list of damaged and missing items, photos, bill of lading, inspection notes).

I paid $20,000 USD and spent approx $8,000 more shipping the goods to our warehouse in Canada. I have received no explanation as to how 3/4 of the items are missing, and half of the remaining 1/4 is damaged beyond salvage, nor any mention of compensation of any kind. I have received inadequate responses to my inquiries since reporting the issue, the majority of my correspondence having been ignored. Genco says they are reviewing the issue ... what does this investigation consist of?

What is Genco's position the issue? What do they propose to do about it?

Regards,

Business

Response:

Customer has filed legal action, in light of that Genco cannot comment any further. We consider this matter closed on the Revdex.com end, Genco will address through proper legal channels.

Business

Response:

Customer has the requested documentation on hand. Please confirm with customer that legal action has been filed.

Consumer

Response:

I have not filed any litigation. I find it is further evidence of Genco's lack of accountability to respond in this manner, without truly answering to the issue at hand, and instead deflecting the issue. I have indicated to Genco that I will pursue all means of restitution, as they have refused to address compensation or refund, and not taken any responsibility for the missing and damaged items, nor taken any reasonable steps to find out what has happened. I am considering pursuing legals at some point in the future, but would prefer to settle the issue without legals, as we have indicated to Genco in various emails. To reiterate, NO legal action has been taken.