Liquidity Services Inc

May 21, 2015Dear *** ***,Please accept this response to the complaint filed by *** *** *** with the Revdex.com*** *** described concerns she had as a buyer on our website, stating that the seller and Liquidity Services were in violation of a buyer’s purchase agreement for
transaction ID *** *** believes that our company is in breach of this contract because her dispute was denied.*** *** was the winning bidder of an auction for lot of thirty (30) items, including designer & brand bags, purchased via Liquidation.comOn May 4th, she filed a dispute with our Customer Relations Department asserting that the shipment she received was grossly misrepresented in the auction listing*** *** said that she had received “one (1) *** bag and the other were all low end brands, there were NO other high end brands”She requested a partial refund.Our disputes team reviewed *** ***’s claim and concluded that the auction listing was accurate and did not validate her claim that she felt that most of the lot contained “low end brands”The auction description clearly lists “collection of classic and durable designer & brand handbags, the selection will not be in equal proportions”Furthermore, *** *** received bags in total and Liquidity Services cannot validate her claim based on her opinion of low end brandsAlso, the dispute was denied as there was no support provided within the allotted time to support her claim.We regret that *** *** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.Regards, Amanda OCompliance Associate

August 19th, Dear *** ***,Liquidation.com is in receipt of the response submitted by *** *** ***In his most recent response, *** *** states that he remains dissatisfied with the replies provided by our company to his initial complaint.*** *** states that the Liquidation.com dispute team has ruled incorrectly in considering his claim and has does not agree that he received the value of the lot as listed on the auction description MSRPHe also says “there is no other information available on these auctions that can be used to judge their value”Finally, he stated there is no other amount of research that can be performed to determine the value of these lots.The auction listing states “you will receive items similar to the ones picturedYou may not receive the exact units pictured”Also, Liquidation.com listed the condition of the items as shelf pulls and there was no detailed manifest included in the auction listingThe Manufacturer’s suggested retail price is a suggested price for when the items are sold in storesLiquidation.com has sold the items in transaction as shelf pulls, not new itemsLiquidation.com is a reverse supply chain company where the retailer/seller sends the items back to a centralized warehouse.Accordingly, Shelf Pulls can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturingFurther, *** *** filed a chargeback with *** for the transactionChargebacks are specifically prohibited in our User AgreementFor this reason, *** ***’s Liquidation.com user account was de-activated.We regret that *** *** does not find the MSRPs listed to be appropriate for the shelf pull items that he was awarded, but we hope that we have provided some clarity regarding our disputes process and current position.Regards,
Amanda O
Compliance Associate
Liquidity Services

Dear *** ***,Please accept this response to the complaint filed by *** *** *** with the Revdex.com*** *** described concerns he had as a bidder on our website, stating that he had negotiated a sale for pallet racking for sale *** lot on *** *** and
was not awarded the items.*** *** bid on an auction for one lot of feet of warehouse storage racking on *** ***On January 26th, *** *** contacted the sales representative that he had initially negotiated the sale with and it seems there was some miscommunication as the sales representative was out of office traveling for business*** *** was informed that the sale had been sold to another buyer.After further review and consulting directly with the sales representative, it has been determined that *** *** was in fact the winning bidder as has already began the removal processWe appreciate the opportunity to address *** ***’s claim further if necessary

August 26,
*** *** ***
Revdex.com
K Street, NW, 10th Floor
Washington, DC 20005-
RE: *** *** ***, ID# ***
Dear *** ***,
Please accept this response to the complaint filed by *** ***
*** with the Revdex.com*** *** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** *** believes that our company is in breach of this contract because he is unhappy with the partial refund that he received
*** *** was the winning bidder of an auction for lot of consumer electronics, including computer accessories, cables, adapters and HDMI splitter, in Returns condition purchased via Liquidation.comOn August 8, he filed a dispute with our Customer Relations Department asserting that the merchandise he received was not in the condition advertised by the seller in the auction listing*** *** said that the merchandise he received would be more properly classified as Salvage condition rather than ReturnsHe said that the items were “tore up and trashed” and that one box even contained a toy mouse rather than product he expected*** *** provided photos in support of his claim and requested a full refund
Our disputes team reviewed *** ***’s claim and concluded that the support he provided did not validate his claim that the lot of consumer electronics were in a condition other than advertisedThe defects described by *** *** fall within the acceptable range set by the definition of Returns merchandise on our websiteWhile these defects may not be typical of Returns auctions, they can occur given the broadly acceptable returns policies of various retailersHowever, the disputes team did decide that a refund would be appropriate for the one item that was replaced with a toy mouseOne item at the unit price yielded a $partial refund that was paid to *** *** on August
Further, *** *** filed a chargeback on this transaction as well as Transaction IDs ***, *** and *** *** had not even filed disputes on the other three transactions that he canceledChargebacks are specifically prohibited in our User Agreement because the buyer maintains possession of merchandise without paying for itFor this reason, *** *** had illegally taken possession of over $1,in auction merchandise, and his Liquidation.com user account was de-activated to prevent further theft
We regret that *** *** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace
Regards,
Cary *H***
Corporate Paralegal
Liquidity Services, Inc

October 15,
*** *** ***
Revdex.com
K Street, NW, 10th Floor
Washington, DC 20005-
RE: *** *** ***, ID# ***
Dear *** ***,
Please accept this response to the complaint filed by *** *** *** with the Revdex.com*** *** described concerns
she had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** *** believes that our company is in breach of this contract because she did not receive the auction items she purchased
On September 29, *** *** was the winning bidder of an auction for a lot of ladies clothing items in Used and Shelf Pulls condition purchased via Liquidation.comThe seller did not ship the merchandise within a four-day period so Liquidity Services contacted *** *** to ask if she wanted to cancel the transaction or wait for the seller to complyShe indicated that she did not want to cancel and pointed out that the seller had conducted several other auctions of the same merchandise since her auction had ended
After several attempts by Liquidity Services to get the seller to send the merchandise, *** *** contacted us on October to ask for a cancelation of the transaction and a full refundThese goods had been scheduled to be shipped directly from the seller location so we did not have possession and could not complete the saleWe cannot compel sellers to ship merchandise, but we do assess a monetary penalty for non-completed auctionsTypically, this penalty is an effective deterrent, but it was not enough for *** ***’s purchase unfortunatelyA full refund of $was paid to the buyer’s account on October as requested
We apologize for any inconvenience experienced by *** *** and consider the matter closed with the refund payment
Regards,
Cary CH***
Corporate Paralegal
Liquidity Services, Inc

May 8,
*** ***
Revdex.com
K Street, NW, 10th Floor
Washington, DC 20005-
RE: *** ***, ID# ***
Dear ***,
Please
accept this response to the complaint filed by *** *** with the Revdex.com*** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** believed that our company was in breach of this contract; however, he filed his complaint with the Revdex.com prior to discovering that the matter had been resolved in his favor
*** was the winning bidder of an auction for a lot of *** *** Minis in Returns condition purchased via Liquidation.comOn February 12, he filed a dispute with our Customer Relations Department asserting that his shipment was not in the condition advertised by the seller in the auction listing*** said that he received *** Minis which were damaged in transit from the seller due to insufficient packingHe said that the seller only used a little paper on one side of the box and that it was not enough to protect the fragile merchandiseHe requested a full refund
On February 14, prior to receiving notification of our decision, *** filed a chargeback on the transaction and his Liquidation.com User account was de-activatedOur disputes team had already reviewed ***’s claim and concluded that a full refund would be appropriate upon return of the merchandise to the sellerAfter *** was notified, he returned the items and a full refund of $1,was processed to his account on March
We apologize for any inconvenience experienced by *** and consider the matter closed with the refund payment
Regards,
*** ** ***
Corporate Paralegal
Liquidity Services, Inc

May 22, 2015Dear *** ***,Liquidation.com is in receipt of the most recent response submitted by *** *** ***In her response, *** *** states that she remains dissatisfied with the replies provided by our company to her initial complaint*** *** continues to maintain that the auction listings of some sellers on Liquidation.com do not properly represent the items available for auction biddingShe also says that the auctions both caused her to bid upon items which she may not have bid upon and to overbid on some other auctionsWe have maintained that we lack grounds to overturn completed auctions where the sellers have met the obligations stated in their auction advertisingIn her most recent response, *** *** has focused upon the number of auction photos provided as a confusing metricShe says that sellers who post that many photos of merchandise for illustrative purposes are misleading potential auction biddersWith this in mind, we would like to review this seller practice with the idea that we may update our policies to disallow it, if it is deemed reasonably misleadingWhile a potential policy change would not have a direct effect upon *** ***’s transactions, since those auctions were correct under the current policies, our disputes team would be open to provide further considerationThis is not a guarantee that a previous decision would be overturned, but it would be an important consideration in favor of *** ***'s positionWe respectfully ask for additional time to give proper consideration to *** ***’s most recent request to review the number of illustrative photos attached to auction listingsWe will provide an update within days after *** ***’s acknowledgmentRegards,
Cary H
Corporate Paralegal Liquidity Services

July 16,
*** *** ***
Revdex.com
K Street, NW, 10th Floor
Washington, DC 20005-
RE: *** ***, ID# ***
Dear ***,
Please accept this response to the complaint filed by *** ***
with the Revdex.com*** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** believes that our company is in breach of this contract because his dispute was denied.*** was the winning bidder of an auction for C Grade *** *** and *** Satellite laptops in Returns condition purchased via Liquidation.comOn January 15, he filed a dispute with our Customer Relations Department asserting that the merchandise he received was not in the condition listed in the auctionHe said that that the *** laptop not only was missing the hard drive as advertised, but also had water damage and would not turn onHe requested a full refund on the transaction
Our disputes team reviewed ***’s claim and concluded that the claim could not be honored because his support failed to conclusively show that the items did not fit the broad definition of Returns, given on the auction listing as follows:
Returns were sold to a customer, who then either physically brought the item back to a store or mailed it to a specified locationReasons for returning a product may not have any correlation to its usefulness (i.e., size, color, model, etc.), and as a result that product may be in fine working orderThe majority of Returns, however, do have some operational and/or cosmetic problemDepending on a company's return policy, these items may also reflect a measurable amount of useIn addition, since most of these items are sent through a reverse supply chain (e.g., from a customer back to a store or a centralized warehouse), they can show signs of further handlingThey generally do not come in original packaging and often do not have any of the advertised documentation or additional parts and/or accessoriesAccordingly, Returns can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing
*** attempted to reopen the dispute, but was informed by our accounts team that his account information violated the terms and conditions of Liquidation.comThe account information, specifically the credit card used by *** in this auction, belonged to his brotherOur team consulted ***, stating that his account could not be activated even for probationary use until the account information correctly reflected the userHe then filed a chargeback with *** ***, which is in violation with the Liqudation.com terms and conditions
We regret that *** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace
Regards,
*** ** ***
Corporate Paralegal
Liquidity Services, Inc

June 25,
*** *** ***
Revdex.com
K Street, NW, 10th Floor
Khosravan, DC 20005-
RE: *** ***, ID# ***
Dear ***
***,
Please accept this response to the complaint filed by *** *** with the Revdex.com*** described concerns she had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** believed that our company was in breach of this contract because she received the wrong shipment of merchandise; however, it has since been resolved in her favor
*** was the winning bidder of an auction for a lot of printers by *** *** and *** in Returns condition purchased via Liquidation.comOn February 10, she filed a dispute with our Customer Relations Department asserting that she had received the wrong shipment*** said that she was sent hunting equipment rather than the printers that she had purchased
Our disputes team reviewed ***’s claim and concluded that it would be honored with a full refund upon return of the merchandise to the sellerA full refund of $was processed to the ***’s account on March
We feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace and consider the matter closed with the refund payment
Regards,
*** ** ***
Corporate Paralegal
Liquidity Services, Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I felt the item was damaged in transit, in addition, liquidation.com has a category for items in the condition I received these items in called salvagethese items were not sold as salvage .A store returned item is and should be functionalAlso, I paid with *** and asked *** to look into the transactionThat why the suspended my account and I could not get the information *** need to adress this matter, how disingenuous
Regards,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
They continue to take no responsibility for auction postings, descriptions and photos that did not accurately or truthfully represent the merchandise in which there is clear evidence to prove soI have watched what the sellers are posting and they do have volume and interest my enough they do take to toake sure the photos are different for each auction however the pictures in all cases did not match the merchandise within the auctionIt's time to take accountability for hate and switch practices and in no way should they be pointing back to something I did wrongI reviewed hundreds of photos, reviewed manifest, researched values and bid accordinglyNo where on any of the pictures or on the auction listing in plain view does it say pictures are May orat not reflect actual merchandiseIt doesn't even make sense that a seller would go through the work of providing so any pictures if they don't match the merchandiseLiquidationCom had an obligation to buyers to resolve and ensure ethical selling practices and this has been grossly violated in this situationThey just keep saying I should have done something differently which is just ignoring their obligation all togetherI did everything I should have as a buyer and this is NOT my fault and do not want to hear that type of response againIf they cannot resolve then I will ask my attorney to get involvedProve to me that the listings were NOT grossly misrepresented with bait and switch with some solid evidence vs lip service pointing back to meThey have done absolutely nothing to provide incidence that this was not the case.
Regards,
*** ***

Please note, Liquidation.com asks for business days to investigate all disputesAt the time of this filing, Liquidation.com is still within this business day window. Buyer has indicated missing components of the *** players and expected to receive merchandise in full working order
The buyer purchased a salvage lot, which clearly states "the items in this auction are un-tested store returns and do not carry any warrantyAll accessories are missing in these products." (attached "Auction")The condition was also reflected in a photo included within the auction (attached "Image").With the condition clearly stated times, with a photo showing the condition, there is also a disclaimer on all Salvage auctions indicating these lots are for professional buyers as most can only be sold for partsThese auctions are sold with no returns, guarantees or claims as to working condition

October 15,
*** *** ***
Revdex.com
K Street, NW, 10th Floor
Washington, DC 20005-
RE: *** *** *** ID# ***
Dear *** ***,
Please accept this response to the complaint filed by *** *** *** with the Revdex.com*** ***
described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** *** believes that our company is in breach of this contract because he did not receive the items he purchased
*** *** was the winning bidder of an auction for a lot of new *** headphones purchased via Liquidation.comOn October 6, he filed a dispute with our Customer Service Department asserting that his shipment was missing units and that the items received were grossly misrepresented by the seller in the auction listingHe said that he only received of units purchasedAlso, the headphones he received that had been explicitly advertised as New condition were not new but refurbished merchandiseFurther, the shipping cost did not correspond to the weight, manner and timing of the deliveryTherefore, *** *** requested a full refund and provided photo support for his claim
Our disputes team reviewed *** ***’s claim and concluded that it would be honored with a full refund upon return of the merchandise to the sellerThe lot was listed improperly by the sellerReturn shipping labels were sent to *** *** on October We will process the refund to *** ***’s account once we confirm that the return has been received by the seller
We apologize for any inconvenience experienced by *** *** and will consider the matter closed following the upcoming refund payment
Regards,
Cary *H***
Corporate Paralegal
Liquidity Services, Inc

This complaint was regarding the condition of a portion of the auction items received. These items qualify under the Returns category as defined in our auction listing (see attachments). Returns condition units may exhibit damage and/or operational problems as many return units have been put to use, and returned for various reasonsWe do not receive specific details in the return supply chain process and our warehouses do not inspect these units, providing only information that has been given by retailers at the time of processing. Additionally, please note that our records indicate that no support has been received to validate misrepresentation of the units received. Proper support is required within the allowed time to validate any claim filed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
To Revdex.com yes what liquation.com is true to a pointthe one big point that was left out is liquidation.com got paid for both canceled transactionsI only know what the fee is for a buyer cancelling is which is 15% of purchase price of auction or which ever is greaterso my point is to have a auction canceled by the seller liquation.com is being paid more than just the auctionso with that in mind getting back to my original statement I would still like the seller's full company name and address because not only fraud was committed, but breach of contract by deception when *** *** of Flalisted the pictures of rings they don't have in the first placeso yes just getting a refund is not the only thing involved hereI also want to have that company listed on Revdex.com web site as a fraud yes I know that makes liquation.com for letting that company back on the web sitebut can't have both ways liquation.com gets paid and I only get refund and can't have company listed as a fraud.the original buyer's premium was big difference in what they got paid for the auction being cancelled not once but twicethe same auction was also cancelled beginning of Augalso so by all accounts liquidation.com was paid at least for cancelled auctionsalso looking at liquation.com reply why didn't give name and address of company if there is nothing shading going/gone on with company in question

November 13,
Dear *** ***,Liquidation.com is in receipt of the response submitted by *** ***In our previous response, we requested the copies of the invoices between *** *** and his clients for transactions *** *** ***books and *** *** Headphones.Per our Legal department, we may be able to repair the items based on the date of the invoice between *** *** and his clientLiquidation.com has updated the warranty information since these purchases; however, we intend to honor the warranty that came with both of these purchasesAs such, we are requesting the invoices between *** *** and his client.As we have the two transactions in question and the warranty that was issued with both sales, at this time we are requesting the invoices between *** *** and his clients so that we can forward all information to our Legal department.Liquidation.com appreciates the opportunity to address *** ***’ claimYour cooperation in this matter is greatly appreciated.Regards,Amanda O***Compliance AssociateLiquidity Services

June 27,
*** *** ***
Revdex.com
K Street, NW, 10th Floor
Washington, DC 20005-
RE: *** *** *** ID# ***
Dear *** ***,
Please accept this response to the complaint filed by ***
*** *** with the Revdex.com*** *** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Incwere in violation of a buyer’s purchase agreement for transaction ID *** and *** *** believes that our company is in breach of this contract because his shipping costs were higher than advised
*** *** was the winning bidder of two auctions for two separate lots of credit card knives in new condition purchased via Liquidation.comAfter he had won the auctions, he contacted customer service and asked for the shipments to be consolidated because the two lots were from the same seller and shipping locationHe was advised by a customer service representative that his request would be met, and that he would receive his email confirmation within 24-hoursAfter the 24-hour request period ended, *** *** was informed by a customer service representative that we could not accommodate his request to consolidate the shippingThis was the case because the lots were packaged and handled by the seller and not by Liquidation.com personnel at one of our warehousesIf the shipments had come from one of our warehouses, we would have control over the packaging and consolidation of these lots
*** *** was dissatisfied that his request was denied and that the shipping costs remained in full for both lotsHe said that he would not have purchased both lots if he could not reduce the shipping costs to $from $*** *** also said that he did not know the “actual cost” of the lots until he had won the bidHowever, *** *** purchased both lots before inquiring about our shipping policiesAs a user on Liquidation.com, *** *** voluntarily bid on these two, individual lots and then asked to clarify some of his shipping questions after winning the auctionsAdditionally, for each of these auctions, there was an opportunity to view an estimate of shipping costs through the “Get a Shipping Quote” feature found on the auction listings
We regret that *** *** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace
Regards,
*** ** ***
Corporate Paralegal
Liquidity Services,Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have read the full response from this company, once again I am rejecting this response because during this entire process I called and spoke to their customer service department before the bid closed again I encourage the company to listen to their customer service department telling me "this item could be returned with the amount of shipping refunded as well if there was something wrong with this product." I also called their facility in Jacksonville FL and they told us even if we made the 3,+ mile trip down to their location they would not open the product for us because of its size and the crate that the product was inAgain the phone calls on their line say they are recorded please go back and listen to the calls where I was given the wrong information and told I was not allowed to inspect the property if I came own to Jacksonville, which is when again I called their customer service line and was told not to worry the product and shipping would be refunded if their was something wrong with the productI then not only called as soon as the product was delivered I sent photos of them item showing all the defect and the material being eaten awayAfter being told I was allowed to return the product out of courtesy I responded with the issue of shippingThis item is around miles away from Jacksonville FL and it weighs LBS after I pay for shipping on the defective and unusable item I was sold I will be out more money then I initially paid, which is why I responded to the company and told them to come pick up their own item and just refund me the amount of the item and that way I would actually be getting some sort of refundAgain I do NOT accept this response as a resolution and I would expect any company that is selling unusable and defective product for such a high amount of money to stand by their standards and do something for their customer.I fell any person in my shoes would expect the same thingEvery time I have contacting this company they offer " other avenues of contact such as customer service" what they do not tell you is that when you call customer service they tell you that you can only talk to claims when you ask for a phone number for claims they say you are only allowed to email themWhen you email them only one person responds and normally there is a significant amount of time before that one person respondsIf you have an issue with what that one person says you are told to call customer service and then the circle begins againI am incredibly frustrated and believe that this company should go back and listen to phone calls which they say are recorded and read ALL emails where I am told the same thing over and over again and also told that if I made the mile trip down to FL I would not be able to preview the purchase any ways and again I was told I could return the item and get the money back for shipping as well if I included the invoices.
Regards,
*** ** ***

RE: *** *** * ***, ID# ***Dear *** ***,Liquidation.com is in receipt of the response submitted by *** ***In his response, *** *** states that he remains dissatisfied with the replies provided by our company to his initial complaint.*** *** states that the items cannot be sold separately and included screen shots from the *** website advertising selfie sticksHe also says that he was expecting boxes and received boxes each including the monopod stick and phone mountFinally, he stated that the advertising was confusing to him.Our dispute department has communicated with *** *** regarding his denied dispute and explained that the auction was properly listed and did specify “Selfie monopod telescoping stick (pcs) Universal phone mount (pcs)”The manifest includes the quantity as *** *** sent in pictures showing boxes total that he received-each including a monopod selfie stick and universal phone mount totaling pieces.In deciding *** ***’s claim, our claims department verified that *** *** had received the sticks and mounts totaling pieces as manifestedThe auction listing clearly stated the number of sticks and mounts in the lot descriptionAlso, Liquidity Services cannot use the screen shots of the *** items as support in *** ***’s claim as it is from a competitor’s website and holds no weight for items sold on Liquidation.comAs such, we stand by our decision to deny the dispute based on the evidence provided.We regret that *** *** was dissatisfied with the auction services provided by Liquidation.com, however, we feel this matter was handled accordingly.Regards, Amanda O*** Compliance Associate Liquidity Services