Re: Complaint from [redacted] To Whom It May Concern, We appreciate the opportunity to review and respond to the claims associated with [redacted] ***’s auction participation and removalAll potential buyers are informed of the auction procedures and agree to the Liquidity Services Global Terms and Conditions at the time of registration as well as upon placement of their bidsWith regard to [redacted] ***’s dispute, our site personnel and management teams were heavily involved and leveraged for updates and our final decisionBased on site feedback, the alleged damage was not disclosed to any site personnel at the time of removalIf this type of damage were to occur, our site procedure would call for an incident report to be written upNo report was made for this removal and the site states that nothing was reportedThe invoice was signed as correct with reference to the removed property associated with event [redacted] lot ***, no notations of damage to the property or [redacted] ***’s trailer/truck were madeAdditionally, our site records indicate that this dispute was not submitted until a week after the removal occurredI have included section Delivery of Assets from the Liquidity Services Global Terms and Conditions below for your reference: Removal of Purchased PropertyYou agree to remove Assets purchased by you from the facility where the Assets are located within the time frame specified in the Listing or, if no time frame is specified, within the period of time set by the marketplace or the ListingYou may be required to schedule an appointment in advance with the facility where the Assets are located and you should check the Listing for detailsWe must receive payment for Assets prior to their removalIn the event we voluntarily extend the removal period to accommodate your needs, you understand and accept that any liability and risk of loss does not rest with us, but is at your own riskUnless stated otherwise, all Assets sold in lots include dunnage (cartons, pallets, shrink-wrap, bands, crates, etc.), and you must remove the entire lotYou are responsible for the disposal of your unwanted Assets and dunnageLiquidity Services or any Associated Auctioneer reserves, in their sole discretion the right to rescind an auction or sale by notice to the buyer if the removal of the Assets would cause serious damage to the seller's premises or would be a serious risk to health and human safetyYou agree to defend and indemnify Liquidity Services and the Seller against any claims brought by third parties related to the removal of AssetsBuyer Responsibility for Loading and TransportationUnless we have entered into a separate written agreement with you, you are responsible for transportation of the Assets that you purchaseTransportation includes rigging, loading, securing and transporting the purchased Assets, including all costs and risks associated with removalWhere we indicate the Assets must be loaded by you, you must provide all material handling equipment and properly trained and certified operators to operate such equipmentYour employees or agents are responsible for compliance with all federal, state, local and facility (the location where the Assets are located) security, environmental, safety and health laws and regulations while operating equipment on the loading siteYou are responsible for any damages to property, including spills or releases of hazardous substances, which might occur during the removal processFailure by you or your agent to clean up any releases or to repair any damages may result in you being banned from future participation in our auctions or sales events, and you may be reported to the appropriate authorities, as well as other remedies that may be available to us or to any other party damaged by your actionsTailgate Loading Assistance at Certain Liquidity Services Warehouse FacilitiesIn our sole discretion, we will sometimes provide a free tailgate loading at certain Liquidity Services warehouse facilitiesWe do not guarantee providing this service and we will NOT guarantee a specific loading timeIn consideration for this ‘no cost' loading service, you agree to release, defend and indemnify against third party claims, and hold us harmless and waive any and all claims, causes of actions, damages (including consequential damages or loss of use) or liabilities of any kind or nature associated with or caused by tailgate loading serviceBuyer Required to Have Insurance Covering Its Loading and Transportation of AssetsIn order to pick up the Assets, you and your agents must maintain adequate automobile and commercial general liability insurance, and minimum legally required workers compensation for your employees picking up AssetsUpon request, you will provide us with proof of such insuranceFurther, upon request, you will name us as an additional insured to your policyPersonal and Property RiskIf you bring third parties to attend or assist in the removal of Assets, you assume all risks of damage of or loss to person and property and specifically agree to defend and indemnify the seller and Liquidity Services from liability for such risksPlease review the excerpt above referencing “Tailgate Loading Assistance at Certain Liquidity Services Warehouse Facilities.” Based upon the information listed above, Government Liquidation is not able to approve [redacted] ***’s claimAgain, Government Liquidation wishes to thank you for allowing us to address the claims mentionedSincerely, Steven W [redacted] SrManager, Customer Support __ __ Steven W [redacted] SrManager, Customer Support __ ###-###-#### (Office) ###-###-#### (Mobile) ###-###-#### (Fax) [redacted] @liquidityservices.com __ [redacted] A Liquidity Services Marketplace [redacted] ***, Suite [redacted] Scottsdale, AZ [redacted] www.liquidityservices.com
[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: [redacted] Thank you for your response.However, there are still few things that are not clear and not right.For the dispute of [redacted] Smart Case, I have submitted photo proofs to [email protected] on September 22, and got denied for no reason.Regarding to Lightning to USB Cable, I can understand your reasons to deny.The 'generic' is the only support you are using to justify that this was fair.However, whether this cable is 'generic' or not is very important.The picture describes the product as 'Lightning to USB Cable' and this is exactly what 100% genuine [redacted] uses.Because generic cables and genuine cables are almost exactly same, it should have been explicitly described as generic.A generic cable would only cost 1$ to buy from online individually, but [redacted] cable would cost 19$.However, the seller failed to provide this important information explicitly.Therefore if the buyer has mistaken this as a 100% genuine [redacted] Cable, then buyer should have the right to request refund.Additionally, there are little information regarding to the product where exactly it was manufactured, whether it's legal; because it is imitating ***'s packaging and cable design.This is a substantial disappointment because it is times less worth than what I expected it to be.For example, if you are selling an 'fake' [redacted] 6, you have to make sure that the buyer know that he is buying a 'fake' not a real one.Just because there is one word 'generic', you can't deny refund because you described with one word.And we are talking about liquidation.com correct? If liquidation.com is a major liquidity service and professional company with a good-reputation,liquidation.com should be able to refund this product with no problem.few hundreds of dollars is probably not that big of a deal to such a huge company like Liquidation.com but it is a very large amount of money to me.I think refund for both products are very possible with just out of good-will Regards, [redacted] **
October 14, [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005- RE: [redacted] , ID# [redacted] Dear [redacted] , Please accept this response to the complaint filed by [redacted] with the Revdex.com*** [redacted] described concerns he had as a buyer of a laptop under warranty operated by Liquidity Services, Inc [redacted] believes that our company is in breach of this contract because his warranty request was denied On May 19, [redacted] purchased a recertified laptop computer via [redacted] .com with a 90-Day Warranty serviced by Liquidity ServicesThe laptop experienced intermittent issues where it would power down when running on batteryOn September 4, [redacted] contacted our warranty service personnel to submit a warranty claimHe said that he had evidence that the power problems had occurred during the 90-day period after purchase Our warranty personnel denied service to [redacted] because the 90-day warranty period concluded on August Therefore the unit was no longer eligible for repair service under the warrantyWhen [redacted] questioned his eligibility, he was informed that the 90-day warranty expired days after purchase and that any claim needed to be initiated prior to the expirationHe was then advised to seek local repair for his laptop instead We regret that [redacted] is dissatisfied with his purchase; however, we feel that we have handled the matter in accordance with the warranty conditions Regards, Cary *H [redacted] 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: According to the Liquidity Services, IncCorporate Paralegal Business Response they are taking complete responsibility for breaking the [redacted] and for not performing any warranty service too, but what are they doing to make this right for the customer's loss of $for the [redacted] Liquidity Services, IncbrokeIn effect Liquidity Services, Incis saying we broke it and did not fix it and that is all we are going to do and the customer is out $due to Liquidity Services, Incnegligence, but Liquidity Services, Incthinks that is fine since Liquidity Services, Incadmitted to the negligence which is not right and does nothing for the customerLiquidity Services, Incis responsible for making this complaint right and for a second time I am requesting a complete refund of $for the purchase price of this [redacted] since again Liquidity Services, Incnot only broke the [redacted] , but Liquidity Services, Incare in Breach of Warranty Contract for not doing any warranty service too Regards, John
We have received three disputes for transactions from this buyer These disputes have not aged business day as of today and are currently under review The dispute process can take up to business days per our terms and conditions
May 18, 2016Dear Mr [redacted] Please accept this response to the complaint filed by Mr [redacted] with the Revdex.com Mr [redacted] describes concerns he has around transaction ID [redacted] which consisted of units of Signed Hockey Merch - Connor McDavid, Jack Eichel, MFleury The lot was listed as ‘shelf pulls’ condition Among other things, the lot was said to contain signed and certified items as per the manifest on the auctionThis auction was listed on www.liquidation.com and Mr***’s bid of $was the winning bid on 4-23- The total transaction cost after taxes and shipping charges was $ The product was delivered to Mr [redacted] on 4-27-2016, and Mr [redacted] filed a dispute with us on 4-27-which stated the following:I have received the products stated and came to find out there is only one certificate of authentication and that is on the EicheleThe collection that I receved is worth about cent and the cards are worn and yellowedThis person should not be allowed to sell this crap on your siteI''m starting to see that you allow anyone to sell anything on your site with prices and descriptions that aren''t even close to what is receivedI was sent like 30+ of the same junk that are worthlessI will be filling a claim with [redacted] if something is not done.Mr***’s claim in the Revdex.com complaint essentially mirrors the claim and correspondence submitted to Liquidation.com for this transaction Our disputes department facilitated a return shipment from Mr [redacted] back to the seller on the grounds that the merchandise was misrepresented Upon receiving the return shipment, the seller filed a counter claim charging that Mr [redacted] failed to include multiple items in the return shipment which in turn lead to additional commentary from both parties including video footage of the seller going through the contents of the return shipment Ultimately, the amount refunded to Mr [redacted] was based on the items the seller verified were returned, weighted against MSRP value in proportion to Mr***’s winning bid amount, resulting in a partial refund of $Please note Section Disputes Among Users in our Terms and Conditions; While we may help facilitate the resolution of disputes between buyers and sellers using any of our marketplaces on our Site, we have no control over and do not guarantee the existence, quality, safety or legality of Assets advertised; the truth or accuracy of users' content or Listings; the ability of sellers to sell Assets; the ability of buyers to pay for Assets; or that a buyer or seller will actually complete a transaction or return an Asset or payment for an Asset When a user issue arises, we may consider the user's performance history and the specific circumstances in applying our User AgreementWe may choose to be more lenient with policy enforcement in order to do the right thing for both buyers and sellers in our sole discretion.Mr [redacted] filed a chargeback with [redacted] on 5-17-which is the reason why his account with Liquiddation.com is and will remain de-activated per our Terms and Conditions, which buyers agree to prior to participating on our marketplace Reference Section from the Terms and Conditions: Charge-BacksIf you attempt to rescind a credit card transaction without our express advance written consent (i.e., a "charge-back"), then we may immediately and permanently de-activate your account in our sole discretionIf you perform a charge-back after receiving the Assets, we may file charges with the appropriate law enforcement agency, and reserve the right to pursue all remedies available to us to recover any and all incurred damages.Liquidation.com offers a wide variety of bulk wholesale merchandise to cater to the unique needs of professional buyersWe regret that Mr [redacted] was dissatisfied with the auction services provided by Liquidation.com, and as a one-time courtesy we will refund the remaining costs of Mr***’s transaction in the amount of $if Mr [redacted] contact’s [redacted] and closes the claim Mr [redacted] can notify us when the [redacted] claim is closed by emailing us at [redacted] .We wish to thank you for allowing Liquidation.com a chance to address Mr***’s claimRegards,Darren M [redacted] SrManager, Customer SupportLiquidity Services
[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 [redacted] , and Monday of this week received a replacement computer It exhibits the same screen flipping problem thst my other computers had When I contacted them they claimed there was a screen lock button on the machine There is not! Two months ago I just wrote this whole situation off and bought a [redacted] tablet I thank you for your efforts, but I suspect this maybe a generic problem with all these computers and cannot be fixed so I am just writting off the whole affair Again thank you for your work on my behalf Regards, [redacted]
March 14, 2017Dear [redacted] Please accept this response to the complaint filed by [redacted] with the Revdex.com [redacted] *** describes concerns he has around transaction ID [redacted] which consisted of a [redacted] w/ Liquid Cooled [redacted] 3.2GHz CPU, 32GB DDR4, [redacted] GTX8GB, 3TB HDD, 480GB SSD & Win Home $2,$2,[redacted] NO HARD DRIVE DOES NOT BOOT $2, The lot was listed as ‘salvage’ condition This auction was listed on www.liquidation.com and [redacted] ***’s bid of $1,was the winning bid on 2-1- The total transaction cost after taxes and shipping charges was $1, The product was delivered to [redacted] on Monday, 02/06/2017, at 2:39PM, and [redacted] *** filed a dispute with us on 2-6-which stated the following:DISPUTE RECEIVED; NOT IN CONDITION LISTED, GROSSLY MISREPRESENTED; All parts listed in the auction have already been removed from the desktopCannot be sold for parts if the parts have already been removedVideo card listed is not present in PC, all the ram has been removed, as well as the cpuThe cpu cooler is also missingI demand a full refund of $as what I received is in no way shape or form what was described in this auction.While our disputes department originally denied this dispute, after further review we will be processing a refund totaling $1, This refund should take approximately 3-business days Liquidation.com offers a wide variety of bulk wholesale merchandise to cater to the unique needs of professional buyersWe regret that [redacted] *** was dissatisfied with the auction services provided by Liquidation.com, and encourage him to continue to utilize our dispute handling process for dealing with claims, as per our Terms and ConditionsWe wish to thank you for allowing Liquidation.com a chance to address [redacted] ***’s claimRegards,Andy B [redacted] Senior Manager, Customer SupportLiquidity Services
March 18, 2016Dear [redacted] Liquidation.com is in receipt of the response submitted by [redacted] In his response, [redacted] states that he remains dissatisfied with the reply provided by our company to his initial complaint.As per our previous reply to [redacted] , in the last paragraph, we are processing a full refund in the amount of $427.71The refund is for auction ID [redacted] which consisted of pieces of Furniture - [redacted] Sink CabinetThe lot was ‘returns’ conditionThis auction was listed on www.liquidation.com and [redacted] ’s bid of $was the winning bid on 10-12-The total transaction cost after taxes and shipping charges was $The product was delivered to [redacted] on 10-21-2015, and [redacted] filed a dispute with us on 10-22-[redacted] ’s initial claim is that both pieces of merchandise received were broken and/or missing pieces, and that the auction’s photos do not show broken pieces [redacted] ’s claim as stated in his rejection letter is that he feels the items were damaged in transit, and that a store returned item is and should be functional.Liquidation.com does not mention or make any claim on our site that all returns are, or should be, functionalPer the Help section on Liquidation.com in the section called ‘What conditions of merchandise do you offer?’ the following excerpt defines what returns are:Returned merchandise was 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.gfrom 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.Further, supplementary details about the condition of the merchandise was provided on the advertised auction:Return furniture may reflect signs of use, wear and damage including cosmetic defects and structural damage including but not limited to bent frames, broken, cracked, stained, damaged or missing pieces and incomplete or partial setsL Street NW, 6th floor Washington, DC United States T ###-###-#### F ###-###-#### www.liquidityservices.comLiquidation.com offers a wide variety of bulk wholesale merchandise to cater to the unique needs of professional buyersAll buyers agree to the Terms and Conditions prior to participating in an auctionSection from the Terms and Conditions addresses the need for buyers to be as informed as possible prior to bidding, taking into account the information on the auction as well as being aware of marketplace and industry factors which may influence purchasing decisionsAn excerpt from Section of the Terms and Conditions is posted below as a reference:Perform independent research and do not bid or purchase based on assumptionsWe regret that [redacted] continues to be dissatisfied with the auction services provided by Liquidation.com, however, we feel this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplaceWe are also processing a refund in the amount of $in good faith to resolve this matter.We wish to thank you for allowing Liquidation.com a chance to address [redacted] ’s claim.Regards, Darren M [redacted] SrManager, Customer Support Liquidity Services
November 25, [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005-RE: [redacted] ***, ID# [redacted] Dear [redacted] , Liquidation.com is in receipt of the response submitted by [redacted] ***In his response, [redacted] states that he is dissatisfied with the reply provided by our company to his initial complaint [redacted] claimed that a refurbished computer that he sent for repair returned without having been repaired properlyWhen discussing the matter with our customer service personnel, he was unable to reach a resolutionOur customer service representative flagged [redacted] for threatening speech and [redacted] ***’s account was suspendedFurther, [redacted] filed a dispute with [redacted] that also would have resulted in a de-activation of his Liquidation.com user accountChargebacks are not permitted because the user maintains possession of the merchandise with no payment [redacted] responded that he had not used threatening language but that he had only asked for the contact information of the CEO of the companyIt is unnecessary to untangle the counterclaims as to what else was said, however, because the filing of the dispute with [redacted] would have de-activated the account in any case [redacted] disputes were specifically prohibited in the user agreementWe regret that [redacted] remains unsatisfied with our response; however, we stand by our decision to de-activate the account for the [redacted] disputeRegards, Cary *H [redacted] Corporate Paralegal Liquidity Services, Inc
June 21, 2014 [redacted] RevDex.com 1411 K Street, NW, 10th Floor Barnes, DC 20005-3404 RE: [redacted] , ID# [redacted] Dear [redacted] , Please accept this response to the complaint filed by [redacted] ... [redacted] with the RevDex.com. [redacted] described concerns she had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID [redacted] . [redacted] believes that our company is in breach of this contract because her dispute was denied. [redacted] was the winning bidder of an auction for a lot of 100 pairs of high-quality sunglasses purchased via Liquidation.com. On May 10, she filed a dispute with our Customer Relations Department asserting that the merchandise she received was grossly misrepresented by the seller in the auction listing. She said that only 29 of 100 pairs could be described as high quality and that the remaining sunglasses were simply cheap plastic. She provided photos in support of her claim and requested a full refund. Our disputes team reviewed [redacted] ’s claim and concluded that it could not be honored because her supporting photos did not show that the merchandise was in a condition other than advertised. The listing read that varied styles and assorted brands would be included in the shipment. The lot was judged to meet these standards. We regret that [redacted] 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 [redacted] Corporate Paralegal Liquidity Services, Inc.
June 24, Dear *** [redacted] , Please accept this response to the complaint filed by [redacted] with the Revdex.com [redacted] 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 [redacted] [redacted] believes that our company is in breach of this contract because her dispute was denied [redacted] was the winning bidder of an auction for one lot of designer women’s clutches, wallets and wristlets (used), purchased via Liquidation.comOn June 10th, she filed a dispute with our Customer Relations Department asserting that the shipment she received was grossly misrepresented [redacted] stated “according to the manifest and pictures posted on your site I was supposed to receive, I just received dirty walletsLots of them with no brand tag.” [redacted] submitted a video to support her dispute Our disputes team reviewed [redacted] ’s claim and concluded that the auction listing was accurate and did not validate her claim that she did not receive unit brands and types in the condition represented in the auction listingThe auction listing clearly states “Designer inspired bags, used condition; you will be receiving items similar to the ones in the pictures, wallets may contain stains and scuffs from wear.” Also, the auction listing did not include a detailed manifest of each item Our disputes team replied to [redacted] stating “the support video you have provided shows unit brands and unit types received as represented in the auction listingThe auction listing has provided details of unit types to be received however the seller has not provided a detailed manifest of specific units to be receivedThe seller has advised a mixed lot to be expected consisting of genuine and designer inspired walletsThe unit’s types and conditions match the units received from the support shownThe units have been properly classified as used condition”As such, her claim was denied We regret that [redacted] 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 O [redacted] Compliance Associate Liquidity Services
[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 [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***
When the buyer first submitted the dispute, the documents provided showed the package was of incorrect weight, but did not indicate any additional chargeOnly of pages were provided (see attached ***Receipt [redacted] ).Upon Revdex.com complaint, we reopened the dispute and reached out to the buyer directly to obtain the 3rd page in hopes the dollar amount was thereBuyer submitted and we processed the refund in the amount $on October 18th (see system record in the screenshot)Refund was sent to the Buyer's [redacted] account
May 24, [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005- RE: [redacted] , ID# [redacted] Dear [redacted] , Please accept this response to the complaint filed by [redacted] [redacted] with the Revdex.com [redacted] described concerns he had as a buyer using the [redacted] store operated by Liquidity Services, Inc [redacted] believes that our company is in breach of this contract because his warranty request was denied On December 12, 2013, [redacted] received an [redacted] 13.3-inch laptop computer in an undamaged box in fine working conditionAbout January 10, the “ [redacted] glass” exterior of the laptop cracked upon openingSince this was usage, [redacted] suspected that the glass may have had a manufacturer’s defect so he contacted our company for remedies under the limited warrantyHe provided photos of the laptop and requested a repair or replacement for the laptop Upon review of the photos sent by [redacted] , our team noticed physical damage to the laptopUnfortunately, the limited warranty does not cover any defects related to physical damage to the laptop, which would include the glass We regret that [redacted] is dissatisfied with his purchase; however, we feel that we have handled the matter in accordance with the warranty conditions Regards, Cary *H [redacted] Corporate Paralegal Liquidity Services, Inc
[redacted] bid, and won a salvage auction where the listing indicated the merchandise in the lot were returns, but were classified as Salvage since these were not tested and accessories may not be includedIn addition, we do highlight on all Salvage auctions that the assets in these lots are intended for professional buyers, as most of the merchandise can only be used for partsBecause of the condition of the product(s), these assets are offered “as-is, where-is” with no returns, guarantees, or claims as to working condition
October 15, Mr [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005- RE: Mr [redacted] , ID# [redacted] Dear MrDennis, Please accept this response to the complaint filed by Mr [redacted] with the RevDex.comMr [redacted] described concerns he had as a seller on our website, stating that Liquidity Services, Inchad not properly paid him for a completed auction; however, the issue has since been resolved with the proper payment On September 2, Mr [redacted] sold an auction for a refurbished [redacted] laptop computer on Liquidation.comHe said that Liquidity Services miscalculated the commission that they collect, charging him $(the canceled auction default penalty) instead of the standard percent fee, $in this instanceMr [redacted] contacted his account manager to correct the problem and a request for a correction was submittedHowever, over a week later the matter was still not resolved and Mr [redacted] found that his account manager was no longer with Liquidity ServicesTherefore, Mr [redacted] became concerned that no one would follow up on his request for the $he was owed On September 19, a credit of $135.00, the difference between the error amount ($200.00) and the correct commission ($65.00) was processed to Mr [redacted] ’s account We apologize for any inconvenience experienced by Mr [redacted] and appreciate his cooperation in settling this matterWe consider the matter closed with the $payment Regards, Cary CH [redacted] Corporate Paralegal Liquidity Services, Inc
June 25, [redacted] Revdex.com K Street, NW, 10th Floor Khosravan, DC 20005- RE: ** [redacted] , ID# [redacted] Dear ** [redacted] , Please accept this response to the complaint filed by ** [redacted] with the Revdex.com** [redacted] 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 [redacted] ** [redacted] believed that our company was in breach of this contract because she received merchandise that could not be sold; however, it has since been resolved in her favor ** [redacted] was the winning bidder of an auction for a lot of ladies sports bras purchased via Liquidation.comOn May 5, she filed a dispute with our Customer Relations Department asserting that her shipment was not in the condition advertised in the auction listing** [redacted] said that the new bras that she received had a strong chemical smell and that many had mold on themTherefore, these items could not be sold as new merchandiseShe provided photos and requested a full refundAlso, she sent a few bras as samples for review in cooperation with our customer service disputes request Our disputes team reviewed ** [redacted] ’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 initiated to the ** [redacted] ’s account on June 9; however, she had filed a chargeback during the disputes processChargebacks are specifically prohibited in our User Agreement because the buyer maintains possession of merchandise without paying for itFor this reason, ** [redacted] ’s Liquidation.com user account was de-activated 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, [redacted] Corporate Paralegal Liquidity Services, Inc
April 13, [redacted] Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: [redacted] , ID# [redacted] Dear [redacted] ,Please accept this response to the complaint filed by [redacted] with the Revdex.com [redacted] described concerns she had as a buyer on our website, stating that the sellers and Liquidity Services, Incwere in violation of buyer’s purchase agreements for transaction IDs [redacted] , [redacted] , [redacted] and [redacted] [redacted] believes that our company is in breach of these contracts because her disputes were denied.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of handbags and clothing accessories in Shelf Pulls condition purchased via Liquidation.com On February 22, she filed a dispute with our Customer Relations Department asserting that the merchandise she received was grossly misrepresented by the seller in the auction listing She said that the handbags and other items she received did not match the auction photos and that the items received were much lesser quality than pictured, particularly the jewelry [redacted] requested a partial refund of $to offset the expected value against the actual value of the merchandise shipped.Our disputes team reviewed her claim and concluded that it could not be honored because the seller had provided the merchandise described in the auction listing The photos accompanying the auction were for illustrative purposes only The seller provided detailed documentation validating the authenticity of the merchandise sent to [redacted] [redacted] asked to discuss the dispute by phone, but she did not file a reopen request.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of women’s designer sleepwear items in Shelf Pulls condition purchased via Liquidation.com On February 25, she filed a dispute for this transaction asserting that her purchase was not in the condition advertised by the seller in the auction listing and grossly misrepresented She said that she received one item with a significant stain and another with a tear in the fabric Among the items received, [redacted] suggested that she would only be able to sell a small percentage because the items had not come in matching sets, but were largely mismatched She said that the merchandise seemed to be Returns rather than Shelf Pulls condition sleepwear.Our disputes team reviewed the claim and decided that it could not be honored because the auction was properly listed The support provided showed items similar to those described in the listing Further, there was no indication in the listing that any of the items would be matching sets The two stained and torn items were disturbed as a result of handling as described in our Shelf Pulls definition on the auction:Shelf Pulls were previously available for sale in a retail environment but were never soldThey usually possess one or more price tags and/or stickers, indicating multiple markdowns and have been exposed to appreciable customer contactIn addition, since most of these items are sent through a reverse supply chain (e.g., from a retailer back to a centralized warehouse), they can show signs of further handlingAccordingly, Shelf Pulls can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of assorted handbags in New condition purchased via Liquidation.com On March 1, she filed a dispute for this transaction asserting that her purchase was grossly misrepresented by the seller in the auction listing She said that the handbags that she received did not look at all like the handbags pictured in the auction photos She added that the handbags received were low-quality with little variation, which differed substantially from her expectations.Our disputes team reviewed the claim and decided that it could not be honored because the auction was properly listed [redacted] received assorted handbags as promised There were no statements made in the auction advertising that failed to be met Again, the auction photos were generic and used for illustrative purposes only and were not photos of the actual items to be shipped.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of handbags and clothing accessories in Shelf Pulls condition purchased via Liquidation.com On March 1, she filed a dispute for this transaction asserting that her purchase was grossly misrepresented by the seller in the auction listing She said that the handbags received did not resemble the photos accompanying the auction listing She asked that we contact the seller and hold the seller to a higher quality standard.Our dispute team reviewed the claim and decided that it could not be honored because the auction was properly listed Again, the listing statements matched the items received [redacted] ’s expectations were based on the auction photos which were generic and not intended to show the actual merchandise to be shipped.Our disputes team considers each dispute received on a discrete basis solely on the evidence and support provided Our marketplace provides a platform for buyers and sellers to meet to conduct auctions of merchandise In these cases, each seller provided the merchandise that was described in the auction wording with no statements Therefore, it would have been improper for our dispute team to overturn the transactions If the buyer support had shown an auction statement to be false, then the dispute would have resulted in a refund.We regret that [redacted] was dissatisfied with the auction services provided by Liquidation.com; however, we feel that these matters were handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.Regards,Cary *H***Corporate ParalegalLiquidity Services, Inc
April 24, 2015Mr [redacted] Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: Mr [redacted] , ID# [redacted] Dear Mr [redacted] ,Liquidation.com is in receipt of the response submitted by Mr [redacted] In his response, Mr [redacted] states that he remains dissatisfied with the replies provided by our company to his initial complaintMr [redacted] states that the Liquidation.com dispute team has ruled incorrectly in considering his claim and has provided photos to demonstrate his position He also says that “the listing did not indicate that this is a lot of inauthentic and damaged merchandise”Finally, he stated that he understands the items have been exposed to customer contact but there is no mention of the word damage in the provided definition for shelf pulls merchandise.Our dispute department has communicated with Mr [redacted] regarding his denied dispute and re-opened the case upon his dissatisfactionOur disputes department then escalated the case to the supervising agent for reviewThe supervising agent communicated to Mr [redacted] that his support photos were received and indicated that the photos were representative of shelf pulls condition merchandise as listed on our website.After our supervising agent’s response was sent to Mr [redacted] , he sent another letter stating that he was dissatisfied with our decision and requested that his case be escalated higherOur disputes department explained to Mr [redacted] that his case was already reopened and submitted for an escalation review whereby the final resolution was explainedMr [redacted] was also informed that the transaction had been closed as a result.At this time, Mr [redacted] has filed a chargeback dispute with Paypal and unfortunately a decision regarding the outcome of this transaction is now no longer being judged by Liquidity ServicesTherefore, there is nothing more that we can do at this time.We regret that Mr [redacted] remains dissatisfied with our response, but we hope that we have provided some clarity regarding our disputes process and current position.Regards,Amanda O [redacted] Compliance AssociateLiquidity Services
Re: Complaint from [redacted] To Whom It May Concern, We appreciate the opportunity to review and respond to the claims associated with [redacted] ***’s auction participation and removalAll potential buyers are informed of the auction procedures and agree to the Liquidity Services Global Terms and Conditions at the time of registration as well as upon placement of their bidsWith regard to [redacted] ***’s dispute, our site personnel and management teams were heavily involved and leveraged for updates and our final decisionBased on site feedback, the alleged damage was not disclosed to any site personnel at the time of removalIf this type of damage were to occur, our site procedure would call for an incident report to be written upNo report was made for this removal and the site states that nothing was reportedThe invoice was signed as correct with reference to the removed property associated with event [redacted] lot ***, no notations of damage to the property or [redacted] ***’s trailer/truck were madeAdditionally, our site records indicate that this dispute was not submitted until a week after the removal occurredI have included section Delivery of Assets from the Liquidity Services Global Terms and Conditions below for your reference: Removal of Purchased PropertyYou agree to remove Assets purchased by you from the facility where the Assets are located within the time frame specified in the Listing or, if no time frame is specified, within the period of time set by the marketplace or the ListingYou may be required to schedule an appointment in advance with the facility where the Assets are located and you should check the Listing for detailsWe must receive payment for Assets prior to their removalIn the event we voluntarily extend the removal period to accommodate your needs, you understand and accept that any liability and risk of loss does not rest with us, but is at your own riskUnless stated otherwise, all Assets sold in lots include dunnage (cartons, pallets, shrink-wrap, bands, crates, etc.), and you must remove the entire lotYou are responsible for the disposal of your unwanted Assets and dunnageLiquidity Services or any Associated Auctioneer reserves, in their sole discretion the right to rescind an auction or sale by notice to the buyer if the removal of the Assets would cause serious damage to the seller's premises or would be a serious risk to health and human safetyYou agree to defend and indemnify Liquidity Services and the Seller against any claims brought by third parties related to the removal of AssetsBuyer Responsibility for Loading and TransportationUnless we have entered into a separate written agreement with you, you are responsible for transportation of the Assets that you purchaseTransportation includes rigging, loading, securing and transporting the purchased Assets, including all costs and risks associated with removalWhere we indicate the Assets must be loaded by you, you must provide all material handling equipment and properly trained and certified operators to operate such equipmentYour employees or agents are responsible for compliance with all federal, state, local and facility (the location where the Assets are located) security, environmental, safety and health laws and regulations while operating equipment on the loading siteYou are responsible for any damages to property, including spills or releases of hazardous substances, which might occur during the removal processFailure by you or your agent to clean up any releases or to repair any damages may result in you being banned from future participation in our auctions or sales events, and you may be reported to the appropriate authorities, as well as other remedies that may be available to us or to any other party damaged by your actionsTailgate Loading Assistance at Certain Liquidity Services Warehouse FacilitiesIn our sole discretion, we will sometimes provide a free tailgate loading at certain Liquidity Services warehouse facilitiesWe do not guarantee providing this service and we will NOT guarantee a specific loading timeIn consideration for this ‘no cost' loading service, you agree to release, defend and indemnify against third party claims, and hold us harmless and waive any and all claims, causes of actions, damages (including consequential damages or loss of use) or liabilities of any kind or nature associated with or caused by tailgate loading serviceBuyer Required to Have Insurance Covering Its Loading and Transportation of AssetsIn order to pick up the Assets, you and your agents must maintain adequate automobile and commercial general liability insurance, and minimum legally required workers compensation for your employees picking up AssetsUpon request, you will provide us with proof of such insuranceFurther, upon request, you will name us as an additional insured to your policyPersonal and Property RiskIf you bring third parties to attend or assist in the removal of Assets, you assume all risks of damage of or loss to person and property and specifically agree to defend and indemnify the seller and Liquidity Services from liability for such risksPlease review the excerpt above referencing “Tailgate Loading Assistance at Certain Liquidity Services Warehouse Facilities.” Based upon the information listed above, Government Liquidation is not able to approve [redacted] ***’s claimAgain, Government Liquidation wishes to thank you for allowing us to address the claims mentionedSincerely, Steven W [redacted] SrManager, Customer Support __ __ Steven W [redacted] SrManager, Customer Support __ ###-###-#### (Office) ###-###-#### (Mobile) ###-###-#### (Fax) [redacted] @liquidityservices.com __ [redacted] A Liquidity Services Marketplace [redacted] ***, Suite [redacted] Scottsdale, AZ [redacted] www.liquidityservices.com
[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: [redacted] Thank you for your response.However, there are still few things that are not clear and not right.For the dispute of [redacted] Smart Case, I have submitted photo proofs to [email protected] on September 22, and got denied for no reason.Regarding to Lightning to USB Cable, I can understand your reasons to deny.The 'generic' is the only support you are using to justify that this was fair.However, whether this cable is 'generic' or not is very important.The picture describes the product as 'Lightning to USB Cable' and this is exactly what 100% genuine [redacted] uses.Because generic cables and genuine cables are almost exactly same, it should have been explicitly described as generic.A generic cable would only cost 1$ to buy from online individually, but [redacted] cable would cost 19$.However, the seller failed to provide this important information explicitly.Therefore if the buyer has mistaken this as a 100% genuine [redacted] Cable, then buyer should have the right to request refund.Additionally, there are little information regarding to the product where exactly it was manufactured, whether it's legal; because it is imitating ***'s packaging and cable design.This is a substantial disappointment because it is times less worth than what I expected it to be.For example, if you are selling an 'fake' [redacted] 6, you have to make sure that the buyer know that he is buying a 'fake' not a real one.Just because there is one word 'generic', you can't deny refund because you described with one word.And we are talking about liquidation.com correct? If liquidation.com is a major liquidity service and professional company with a good-reputation,liquidation.com should be able to refund this product with no problem.few hundreds of dollars is probably not that big of a deal to such a huge company like Liquidation.com but it is a very large amount of money to me.I think refund for both products are very possible with just out of good-will Regards, [redacted] **
October 14, [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005- RE: [redacted] , ID# [redacted] Dear [redacted] , Please accept this response to the complaint filed by [redacted] with the Revdex.com*** [redacted] described concerns he had as a buyer of a laptop under warranty operated by Liquidity Services, Inc [redacted] believes that our company is in breach of this contract because his warranty request was denied On May 19, [redacted] purchased a recertified laptop computer via [redacted] .com with a 90-Day Warranty serviced by Liquidity ServicesThe laptop experienced intermittent issues where it would power down when running on batteryOn September 4, [redacted] contacted our warranty service personnel to submit a warranty claimHe said that he had evidence that the power problems had occurred during the 90-day period after purchase Our warranty personnel denied service to [redacted] because the 90-day warranty period concluded on August Therefore the unit was no longer eligible for repair service under the warrantyWhen [redacted] questioned his eligibility, he was informed that the 90-day warranty expired days after purchase and that any claim needed to be initiated prior to the expirationHe was then advised to seek local repair for his laptop instead We regret that [redacted] is dissatisfied with his purchase; however, we feel that we have handled the matter in accordance with the warranty conditions Regards, Cary *H [redacted] 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: According to the Liquidity Services, IncCorporate Paralegal Business Response they are taking complete responsibility for breaking the [redacted] and for not performing any warranty service too, but what are they doing to make this right for the customer's loss of $for the [redacted] Liquidity Services, IncbrokeIn effect Liquidity Services, Incis saying we broke it and did not fix it and that is all we are going to do and the customer is out $due to Liquidity Services, Incnegligence, but Liquidity Services, Incthinks that is fine since Liquidity Services, Incadmitted to the negligence which is not right and does nothing for the customerLiquidity Services, Incis responsible for making this complaint right and for a second time I am requesting a complete refund of $for the purchase price of this [redacted] since again Liquidity Services, Incnot only broke the [redacted] , but Liquidity Services, Incare in Breach of Warranty Contract for not doing any warranty service too Regards, John
We have received three disputes for transactions from this buyer These disputes have not aged business day as of today and are currently under review The dispute process can take up to business days per our terms and conditions
May 18, 2016Dear Mr [redacted] Please accept this response to the complaint filed by Mr [redacted] with the Revdex.com Mr [redacted] describes concerns he has around transaction ID [redacted] which consisted of units of Signed Hockey Merch - Connor McDavid, Jack Eichel, MFleury The lot was listed as ‘shelf pulls’ condition Among other things, the lot was said to contain signed and certified items as per the manifest on the auctionThis auction was listed on www.liquidation.com and Mr***’s bid of $was the winning bid on 4-23- The total transaction cost after taxes and shipping charges was $ The product was delivered to Mr [redacted] on 4-27-2016, and Mr [redacted] filed a dispute with us on 4-27-which stated the following:I have received the products stated and came to find out there is only one certificate of authentication and that is on the EicheleThe collection that I receved is worth about cent and the cards are worn and yellowedThis person should not be allowed to sell this crap on your siteI''m starting to see that you allow anyone to sell anything on your site with prices and descriptions that aren''t even close to what is receivedI was sent like 30+ of the same junk that are worthlessI will be filling a claim with [redacted] if something is not done.Mr***’s claim in the Revdex.com complaint essentially mirrors the claim and correspondence submitted to Liquidation.com for this transaction Our disputes department facilitated a return shipment from Mr [redacted] back to the seller on the grounds that the merchandise was misrepresented Upon receiving the return shipment, the seller filed a counter claim charging that Mr [redacted] failed to include multiple items in the return shipment which in turn lead to additional commentary from both parties including video footage of the seller going through the contents of the return shipment Ultimately, the amount refunded to Mr [redacted] was based on the items the seller verified were returned, weighted against MSRP value in proportion to Mr***’s winning bid amount, resulting in a partial refund of $Please note Section Disputes Among Users in our Terms and Conditions; While we may help facilitate the resolution of disputes between buyers and sellers using any of our marketplaces on our Site, we have no control over and do not guarantee the existence, quality, safety or legality of Assets advertised; the truth or accuracy of users' content or Listings; the ability of sellers to sell Assets; the ability of buyers to pay for Assets; or that a buyer or seller will actually complete a transaction or return an Asset or payment for an Asset When a user issue arises, we may consider the user's performance history and the specific circumstances in applying our User AgreementWe may choose to be more lenient with policy enforcement in order to do the right thing for both buyers and sellers in our sole discretion.Mr [redacted] filed a chargeback with [redacted] on 5-17-which is the reason why his account with Liquiddation.com is and will remain de-activated per our Terms and Conditions, which buyers agree to prior to participating on our marketplace Reference Section from the Terms and Conditions: Charge-BacksIf you attempt to rescind a credit card transaction without our express advance written consent (i.e., a "charge-back"), then we may immediately and permanently de-activate your account in our sole discretionIf you perform a charge-back after receiving the Assets, we may file charges with the appropriate law enforcement agency, and reserve the right to pursue all remedies available to us to recover any and all incurred damages.Liquidation.com offers a wide variety of bulk wholesale merchandise to cater to the unique needs of professional buyersWe regret that Mr [redacted] was dissatisfied with the auction services provided by Liquidation.com, and as a one-time courtesy we will refund the remaining costs of Mr***’s transaction in the amount of $if Mr [redacted] contact’s [redacted] and closes the claim Mr [redacted] can notify us when the [redacted] claim is closed by emailing us at [redacted] .We wish to thank you for allowing Liquidation.com a chance to address Mr***’s claimRegards,Darren M [redacted] SrManager, Customer SupportLiquidity Services
[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 [redacted] , and Monday of this week received a replacement computer It exhibits the same screen flipping problem thst my other computers had When I contacted them they claimed there was a screen lock button on the machine There is not! Two months ago I just wrote this whole situation off and bought a [redacted] tablet I thank you for your efforts, but I suspect this maybe a generic problem with all these computers and cannot be fixed so I am just writting off the whole affair Again thank you for your work on my behalf Regards, [redacted]
March 14, 2017Dear [redacted] Please accept this response to the complaint filed by [redacted] with the Revdex.com [redacted] *** describes concerns he has around transaction ID [redacted] which consisted of a [redacted] w/ Liquid Cooled [redacted] 3.2GHz CPU, 32GB DDR4, [redacted] GTX8GB, 3TB HDD, 480GB SSD & Win Home $2,$2,[redacted] NO HARD DRIVE DOES NOT BOOT $2, The lot was listed as ‘salvage’ condition This auction was listed on www.liquidation.com and [redacted] ***’s bid of $1,was the winning bid on 2-1- The total transaction cost after taxes and shipping charges was $1, The product was delivered to [redacted] on Monday, 02/06/2017, at 2:39PM, and [redacted] *** filed a dispute with us on 2-6-which stated the following:DISPUTE RECEIVED; NOT IN CONDITION LISTED, GROSSLY MISREPRESENTED; All parts listed in the auction have already been removed from the desktopCannot be sold for parts if the parts have already been removedVideo card listed is not present in PC, all the ram has been removed, as well as the cpuThe cpu cooler is also missingI demand a full refund of $as what I received is in no way shape or form what was described in this auction.While our disputes department originally denied this dispute, after further review we will be processing a refund totaling $1, This refund should take approximately 3-business days Liquidation.com offers a wide variety of bulk wholesale merchandise to cater to the unique needs of professional buyersWe regret that [redacted] *** was dissatisfied with the auction services provided by Liquidation.com, and encourage him to continue to utilize our dispute handling process for dealing with claims, as per our Terms and ConditionsWe wish to thank you for allowing Liquidation.com a chance to address [redacted] ***’s claimRegards,Andy B [redacted] Senior Manager, Customer SupportLiquidity Services
March 18, 2016Dear [redacted] Liquidation.com is in receipt of the response submitted by [redacted] In his response, [redacted] states that he remains dissatisfied with the reply provided by our company to his initial complaint.As per our previous reply to [redacted] , in the last paragraph, we are processing a full refund in the amount of $427.71The refund is for auction ID [redacted] which consisted of pieces of Furniture - [redacted] Sink CabinetThe lot was ‘returns’ conditionThis auction was listed on www.liquidation.com and [redacted] ’s bid of $was the winning bid on 10-12-The total transaction cost after taxes and shipping charges was $The product was delivered to [redacted] on 10-21-2015, and [redacted] filed a dispute with us on 10-22-[redacted] ’s initial claim is that both pieces of merchandise received were broken and/or missing pieces, and that the auction’s photos do not show broken pieces [redacted] ’s claim as stated in his rejection letter is that he feels the items were damaged in transit, and that a store returned item is and should be functional.Liquidation.com does not mention or make any claim on our site that all returns are, or should be, functionalPer the Help section on Liquidation.com in the section called ‘What conditions of merchandise do you offer?’ the following excerpt defines what returns are:Returned merchandise was 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.gfrom 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.Further, supplementary details about the condition of the merchandise was provided on the advertised auction:Return furniture may reflect signs of use, wear and damage including cosmetic defects and structural damage including but not limited to bent frames, broken, cracked, stained, damaged or missing pieces and incomplete or partial setsL Street NW, 6th floor Washington, DC United States T ###-###-#### F ###-###-#### www.liquidityservices.comLiquidation.com offers a wide variety of bulk wholesale merchandise to cater to the unique needs of professional buyersAll buyers agree to the Terms and Conditions prior to participating in an auctionSection from the Terms and Conditions addresses the need for buyers to be as informed as possible prior to bidding, taking into account the information on the auction as well as being aware of marketplace and industry factors which may influence purchasing decisionsAn excerpt from Section of the Terms and Conditions is posted below as a reference:Perform independent research and do not bid or purchase based on assumptionsWe regret that [redacted] continues to be dissatisfied with the auction services provided by Liquidation.com, however, we feel this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplaceWe are also processing a refund in the amount of $in good faith to resolve this matter.We wish to thank you for allowing Liquidation.com a chance to address [redacted] ’s claim.Regards, Darren M [redacted] SrManager, Customer Support Liquidity Services
November 25, [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005-RE: [redacted] ***, ID# [redacted] Dear [redacted] , Liquidation.com is in receipt of the response submitted by [redacted] ***In his response, [redacted] states that he is dissatisfied with the reply provided by our company to his initial complaint [redacted] claimed that a refurbished computer that he sent for repair returned without having been repaired properlyWhen discussing the matter with our customer service personnel, he was unable to reach a resolutionOur customer service representative flagged [redacted] for threatening speech and [redacted] ***’s account was suspendedFurther, [redacted] filed a dispute with [redacted] that also would have resulted in a de-activation of his Liquidation.com user accountChargebacks are not permitted because the user maintains possession of the merchandise with no payment [redacted] responded that he had not used threatening language but that he had only asked for the contact information of the CEO of the companyIt is unnecessary to untangle the counterclaims as to what else was said, however, because the filing of the dispute with [redacted] would have de-activated the account in any case [redacted] disputes were specifically prohibited in the user agreementWe regret that [redacted] remains unsatisfied with our response; however, we stand by our decision to de-activate the account for the [redacted] disputeRegards, Cary *H [redacted] Corporate Paralegal Liquidity Services, Inc
June 21, 2014 [redacted] RevDex.com 1411 K Street, NW, 10th Floor Barnes, DC 20005-3404 RE: [redacted] , ID# [redacted] Dear [redacted] , Please accept this response to the complaint filed by [redacted] ... [redacted] with the RevDex.com. [redacted] described concerns she had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID [redacted] . [redacted] believes that our company is in breach of this contract because her dispute was denied. [redacted] was the winning bidder of an auction for a lot of 100 pairs of high-quality sunglasses purchased via Liquidation.com. On May 10, she filed a dispute with our Customer Relations Department asserting that the merchandise she received was grossly misrepresented by the seller in the auction listing. She said that only 29 of 100 pairs could be described as high quality and that the remaining sunglasses were simply cheap plastic. She provided photos in support of her claim and requested a full refund. Our disputes team reviewed [redacted] ’s claim and concluded that it could not be honored because her supporting photos did not show that the merchandise was in a condition other than advertised. The listing read that varied styles and assorted brands would be included in the shipment. The lot was judged to meet these standards. We regret that [redacted] 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 [redacted] Corporate Paralegal Liquidity Services, Inc.
June 24, Dear *** [redacted] , Please accept this response to the complaint filed by [redacted] with the Revdex.com [redacted] 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 [redacted] [redacted] believes that our company is in breach of this contract because her dispute was denied [redacted] was the winning bidder of an auction for one lot of designer women’s clutches, wallets and wristlets (used), purchased via Liquidation.comOn June 10th, she filed a dispute with our Customer Relations Department asserting that the shipment she received was grossly misrepresented [redacted] stated “according to the manifest and pictures posted on your site I was supposed to receive, I just received dirty walletsLots of them with no brand tag.” [redacted] submitted a video to support her dispute Our disputes team reviewed [redacted] ’s claim and concluded that the auction listing was accurate and did not validate her claim that she did not receive unit brands and types in the condition represented in the auction listingThe auction listing clearly states “Designer inspired bags, used condition; you will be receiving items similar to the ones in the pictures, wallets may contain stains and scuffs from wear.” Also, the auction listing did not include a detailed manifest of each item Our disputes team replied to [redacted] stating “the support video you have provided shows unit brands and unit types received as represented in the auction listingThe auction listing has provided details of unit types to be received however the seller has not provided a detailed manifest of specific units to be receivedThe seller has advised a mixed lot to be expected consisting of genuine and designer inspired walletsThe unit’s types and conditions match the units received from the support shownThe units have been properly classified as used condition”As such, her claim was denied We regret that [redacted] 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 O [redacted] Compliance Associate Liquidity Services
[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 [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***
When the buyer first submitted the dispute, the documents provided showed the package was of incorrect weight, but did not indicate any additional chargeOnly of pages were provided (see attached ***Receipt [redacted] ).Upon Revdex.com complaint, we reopened the dispute and reached out to the buyer directly to obtain the 3rd page in hopes the dollar amount was thereBuyer submitted and we processed the refund in the amount $on October 18th (see system record in the screenshot)Refund was sent to the Buyer's [redacted] account
May 24, [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005- RE: [redacted] , ID# [redacted] Dear [redacted] , Please accept this response to the complaint filed by [redacted] [redacted] with the Revdex.com [redacted] described concerns he had as a buyer using the [redacted] store operated by Liquidity Services, Inc [redacted] believes that our company is in breach of this contract because his warranty request was denied On December 12, 2013, [redacted] received an [redacted] 13.3-inch laptop computer in an undamaged box in fine working conditionAbout January 10, the “ [redacted] glass” exterior of the laptop cracked upon openingSince this was usage, [redacted] suspected that the glass may have had a manufacturer’s defect so he contacted our company for remedies under the limited warrantyHe provided photos of the laptop and requested a repair or replacement for the laptop Upon review of the photos sent by [redacted] , our team noticed physical damage to the laptopUnfortunately, the limited warranty does not cover any defects related to physical damage to the laptop, which would include the glass We regret that [redacted] is dissatisfied with his purchase; however, we feel that we have handled the matter in accordance with the warranty conditions Regards, Cary *H [redacted] Corporate Paralegal Liquidity Services, Inc
[redacted] bid, and won a salvage auction where the listing indicated the merchandise in the lot were returns, but were classified as Salvage since these were not tested and accessories may not be includedIn addition, we do highlight on all Salvage auctions that the assets in these lots are intended for professional buyers, as most of the merchandise can only be used for partsBecause of the condition of the product(s), these assets are offered “as-is, where-is” with no returns, guarantees, or claims as to working condition
October 15, Mr [redacted] Revdex.com K Street, NW, 10th Floor Washington, DC 20005- RE: Mr [redacted] , ID# [redacted] Dear MrDennis, Please accept this response to the complaint filed by Mr [redacted] with the RevDex.comMr [redacted] described concerns he had as a seller on our website, stating that Liquidity Services, Inchad not properly paid him for a completed auction; however, the issue has since been resolved with the proper payment On September 2, Mr [redacted] sold an auction for a refurbished [redacted] laptop computer on Liquidation.comHe said that Liquidity Services miscalculated the commission that they collect, charging him $(the canceled auction default penalty) instead of the standard percent fee, $in this instanceMr [redacted] contacted his account manager to correct the problem and a request for a correction was submittedHowever, over a week later the matter was still not resolved and Mr [redacted] found that his account manager was no longer with Liquidity ServicesTherefore, Mr [redacted] became concerned that no one would follow up on his request for the $he was owed On September 19, a credit of $135.00, the difference between the error amount ($200.00) and the correct commission ($65.00) was processed to Mr [redacted] ’s account We apologize for any inconvenience experienced by Mr [redacted] and appreciate his cooperation in settling this matterWe consider the matter closed with the $payment Regards, Cary CH [redacted] Corporate Paralegal Liquidity Services, Inc
June 25, [redacted] Revdex.com K Street, NW, 10th Floor Khosravan, DC 20005- RE: ** [redacted] , ID# [redacted] Dear ** [redacted] , Please accept this response to the complaint filed by ** [redacted] with the Revdex.com** [redacted] 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 [redacted] ** [redacted] believed that our company was in breach of this contract because she received merchandise that could not be sold; however, it has since been resolved in her favor ** [redacted] was the winning bidder of an auction for a lot of ladies sports bras purchased via Liquidation.comOn May 5, she filed a dispute with our Customer Relations Department asserting that her shipment was not in the condition advertised in the auction listing** [redacted] said that the new bras that she received had a strong chemical smell and that many had mold on themTherefore, these items could not be sold as new merchandiseShe provided photos and requested a full refundAlso, she sent a few bras as samples for review in cooperation with our customer service disputes request Our disputes team reviewed ** [redacted] ’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 initiated to the ** [redacted] ’s account on June 9; however, she had filed a chargeback during the disputes processChargebacks are specifically prohibited in our User Agreement because the buyer maintains possession of merchandise without paying for itFor this reason, ** [redacted] ’s Liquidation.com user account was de-activated 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, [redacted] Corporate Paralegal Liquidity Services, Inc
April 13, [redacted] Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: [redacted] , ID# [redacted] Dear [redacted] ,Please accept this response to the complaint filed by [redacted] with the Revdex.com [redacted] described concerns she had as a buyer on our website, stating that the sellers and Liquidity Services, Incwere in violation of buyer’s purchase agreements for transaction IDs [redacted] , [redacted] , [redacted] and [redacted] [redacted] believes that our company is in breach of these contracts because her disputes were denied.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of handbags and clothing accessories in Shelf Pulls condition purchased via Liquidation.com On February 22, she filed a dispute with our Customer Relations Department asserting that the merchandise she received was grossly misrepresented by the seller in the auction listing She said that the handbags and other items she received did not match the auction photos and that the items received were much lesser quality than pictured, particularly the jewelry [redacted] requested a partial refund of $to offset the expected value against the actual value of the merchandise shipped.Our disputes team reviewed her claim and concluded that it could not be honored because the seller had provided the merchandise described in the auction listing The photos accompanying the auction were for illustrative purposes only The seller provided detailed documentation validating the authenticity of the merchandise sent to [redacted] [redacted] asked to discuss the dispute by phone, but she did not file a reopen request.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of women’s designer sleepwear items in Shelf Pulls condition purchased via Liquidation.com On February 25, she filed a dispute for this transaction asserting that her purchase was not in the condition advertised by the seller in the auction listing and grossly misrepresented She said that she received one item with a significant stain and another with a tear in the fabric Among the items received, [redacted] suggested that she would only be able to sell a small percentage because the items had not come in matching sets, but were largely mismatched She said that the merchandise seemed to be Returns rather than Shelf Pulls condition sleepwear.Our disputes team reviewed the claim and decided that it could not be honored because the auction was properly listed The support provided showed items similar to those described in the listing Further, there was no indication in the listing that any of the items would be matching sets The two stained and torn items were disturbed as a result of handling as described in our Shelf Pulls definition on the auction:Shelf Pulls were previously available for sale in a retail environment but were never soldThey usually possess one or more price tags and/or stickers, indicating multiple markdowns and have been exposed to appreciable customer contactIn addition, since most of these items are sent through a reverse supply chain (e.g., from a retailer back to a centralized warehouse), they can show signs of further handlingAccordingly, Shelf Pulls can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of assorted handbags in New condition purchased via Liquidation.com On March 1, she filed a dispute for this transaction asserting that her purchase was grossly misrepresented by the seller in the auction listing She said that the handbags that she received did not look at all like the handbags pictured in the auction photos She added that the handbags received were low-quality with little variation, which differed substantially from her expectations.Our disputes team reviewed the claim and decided that it could not be honored because the auction was properly listed [redacted] received assorted handbags as promised There were no statements made in the auction advertising that failed to be met Again, the auction photos were generic and used for illustrative purposes only and were not photos of the actual items to be shipped.Regarding Transaction ID [redacted] , [redacted] was the winning bidder of an auction for a lot of handbags and clothing accessories in Shelf Pulls condition purchased via Liquidation.com On March 1, she filed a dispute for this transaction asserting that her purchase was grossly misrepresented by the seller in the auction listing She said that the handbags received did not resemble the photos accompanying the auction listing She asked that we contact the seller and hold the seller to a higher quality standard.Our dispute team reviewed the claim and decided that it could not be honored because the auction was properly listed Again, the listing statements matched the items received [redacted] ’s expectations were based on the auction photos which were generic and not intended to show the actual merchandise to be shipped.Our disputes team considers each dispute received on a discrete basis solely on the evidence and support provided Our marketplace provides a platform for buyers and sellers to meet to conduct auctions of merchandise In these cases, each seller provided the merchandise that was described in the auction wording with no statements Therefore, it would have been improper for our dispute team to overturn the transactions If the buyer support had shown an auction statement to be false, then the dispute would have resulted in a refund.We regret that [redacted] was dissatisfied with the auction services provided by Liquidation.com; however, we feel that these matters were handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.Regards,Cary *H***Corporate ParalegalLiquidity Services, Inc
April 24, 2015Mr [redacted] Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: Mr [redacted] , ID# [redacted] Dear Mr [redacted] ,Liquidation.com is in receipt of the response submitted by Mr [redacted] In his response, Mr [redacted] states that he remains dissatisfied with the replies provided by our company to his initial complaintMr [redacted] states that the Liquidation.com dispute team has ruled incorrectly in considering his claim and has provided photos to demonstrate his position He also says that “the listing did not indicate that this is a lot of inauthentic and damaged merchandise”Finally, he stated that he understands the items have been exposed to customer contact but there is no mention of the word damage in the provided definition for shelf pulls merchandise.Our dispute department has communicated with Mr [redacted] regarding his denied dispute and re-opened the case upon his dissatisfactionOur disputes department then escalated the case to the supervising agent for reviewThe supervising agent communicated to Mr [redacted] that his support photos were received and indicated that the photos were representative of shelf pulls condition merchandise as listed on our website.After our supervising agent’s response was sent to Mr [redacted] , he sent another letter stating that he was dissatisfied with our decision and requested that his case be escalated higherOur disputes department explained to Mr [redacted] that his case was already reopened and submitted for an escalation review whereby the final resolution was explainedMr [redacted] was also informed that the transaction had been closed as a result.At this time, Mr [redacted] has filed a chargeback dispute with Paypal and unfortunately a decision regarding the outcome of this transaction is now no longer being judged by Liquidity ServicesTherefore, there is nothing more that we can do at this time.We regret that Mr [redacted] remains dissatisfied with our response, but we hope that we have provided some clarity regarding our disputes process and current position.Regards,Amanda O [redacted] Compliance AssociateLiquidity Services