Green Valley Moving

Review: on November 13th Green Valley had an auction with several pieces I was interested in buying. I contacted them before the auciton via liveauctioneers website to see if I could have them shipping usps vs ups, if I was successful. they responded positively I could. I bid and won two items.

"Green Valley Auctions & Moving, Inc. sent you a conversation on Nov 13, 2015

Northwood Hearts & Flowers Cobalt Bowl, lot#0194

Subject: 0194: Northwood Hearts & Flowers Cobalt Bowl

We can ship from our facility but are unable to offer a quote. We can use usps. "

I paid for them on November 17th after receiving the bill (total of $659). And waited. I sent two emails directly to their company about shipping arrangements, no response. I thought maybe their direct email didn't work so sent two more messages in the coming week through the Liveauctioneers website, still no response. Finally on Friday dec 6th 9 am I phoned in about my pieces and their shipping, and was told the person who would be handling my shipping wasn't in, and they would phone me on monday. well monday came and went, friday on Wednesday afternoon I called again, asking to speak with the Auctioneer directly. they said he wasn't available and I asked for him to please call me, as we are now at 6 weeks after my auction and I still haven't received anything.

Well it is now december 17th, and I have still had NO response from the auction house or the auctioneer directly in spite of them sitting on the money I paid to them a month ago. ($659). I don't know if these pieces exist, were stolen, broken, or what has happened to them. I can't get past the auction house's employees to get a response from the auctioneer himself. I have worked in good faith with this company but they seem to want to elude answering any questions. Certainly this is not my idea of customer service, especially when it involves this level of money.Desired Settlement: at this point I doubt the pieces [redacted] be as described or damaged, as they seem to be being evasive about their location and why they aren't shipped, so I would like a refund and I [redacted] walk away from ever doing business with this auction house. I contacted my carnival glass collecting group about this auction house but no one else had done business with them, so I couldn't find another example or poor or good business with this auction house. I don't know what to do when junior staff run interference for the auctioneer and things can't get resolved.

many thanks. [redacted]

Business

Response:

On November 13th this customer purchased two lots

from us through an online auction. We received his payment on Nov. 17th.

We offer in house shipping as a convenience and as such we don’t staff a full

time person for this. Unfortunately we followed up the 13th auction

with another auction on the 20th, then Thanksgiving, followed by yet

another auction on December 4th. It was during the 4th

auction that the customer called inquiring about his shipment, that phone call

was handled by auction day staff and consequently that message was lost. We

packaged and shipped over 200 items for this auction with 99% of them going by

UPS. This package was requested to be sent by USPS which caused us some delay

as we have to schedule a pick up from our rural post office. We also closed on

November 26th and 27th so our staff can spend

Thanksgiving with their families.

My office manager repeatedly apologized to the customer for

the delay in shipping his items and personally sent him an email with tracking

information when the items were shipped on December 10th. The

package arrived to him in Canada on December 18th.

We take pride not only in our customer service but also in

our packaging service which save clients a lot of money compared to a third

party shipper. We regret the frustration that our customer experienced because

of the delay in shipping.

Greg Evans

President

Green Valley Auctions

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] Firstly, I emailed the auction house in advance of the auction, asking if I could be shipped by USPS instead of UPS (UPS costs considerably more to ship to canada than USPS). I was assured by the auction house on the 13th that it was not a problem at all. So I put in bids on the two items. I received the invoice and paid it on the 17th as stated. There was no "repeated apology" by their staff, only one apology two weeks later when I phoned asking about my shipping, stating the person who would deal that wasn't there that day and could she return your call on Mondayl. I had only phoned at that pint because none of my four emails (using two methods, one through live auctioneers and two directly) elicited any response from the auction house. I said fine, no problem to the women who I spoke with, hoping I might actually get an answer the following Monday. By Wednesday of that week, and still no phone call, I phoned again, and stating I wanted to speak to the auctioneer. I was told he was around somewhere but couldn't take the call, and so I left a message for him to call me - he never did. Finally, on December 18th, ONE HOUR before I headed to the post office to pick up the daily mail, I received the email below, clearly stating my item was shipped, dated December 18th..not 11th as stated. One hour later I was unpacking the pieces, which were very well packaged at least.

Mr. [redacted],

Please find the following tracking number for your shipment.

The package was sent USPS per your request.

Thanks,

Auction

Coordinator

Green

Valley Auctions & Moving, Inc.

[redacted] ###-###-####So if the auction house wants to use the excuse of having too many auctions for the delay in the shipping, that is fine, but there has to be communication and apologies given to paying customers that they are behind in their shipping and to expect 5 weeks for delivery. I noted that they had no problems whatsoever in processing my payment the same day it was given however. I phoned twice, emailed four times, and still the auctioneer didn't think it warranted a return call to me. And now with their response, they have clearly misstated things or more clearly "lied" - there was NO Dec 10th email about when it was shipped, it was sent December 18th one hour before I actually picked up the parcel. And they knew it was requested to be shipped via USPS before the auction, so if it was so much trouble to mail it out using that method, why did they say "no problem" obviously now according to them it WAS a problem for them to use USPS? I am not a fan of companies that actually out and out lie about their customer service - I would much rather them say they messed up, or just got behind. So as far as I am concerned, this auction house failed miserably in their customer relations.

SincerelyDr. [redacted]