Malama Auctions and Appraisals LLC

Initial Business Response /* (1000, 8, 2014/06/05) */
We take customer satisfaction very seriouslyIn regards to this particular customer we attempted to meet a resolveUnfortunately with misunderstandings such as these, it is difficult for a company such as ours that works only as an
agent for the person who actually owns the items to always satisfy the request of customersIn regards to this particular complaint we tried to help the customer to understand that these were used items and are not, and never were property of Malama Auctions & Appraisals
It does appear that some of the facts seem to be misstatedFor instance access to the property before during and after the auction are available to all, including the public who are not registered to bidNever would we keep a customer from looking at items that they purchased or keep them from inspecting the items before they were purchasedIn fact we always encourage everyone to personally inspect items before they place a bidThe customer stated that is was dark outside, but all items were collected by the customer inside the well lit home that the auction was being held atHere they had items in hand before they went home, and then came to the conclusion that they did not want the items in question
When speaking to the customer via email, and phone, we tried to explain that the issues they had were addressed in our terms and conditions that we verbally state at the start of our auction, in the form that is filled out when registering to bid, and on the web page of each individual itemWe do strive for transparencyThis is why we also suggest not bidding on items if you are unsure if you will be satisfied with the purchaseThis is also clearly stated in our terms and conditions that must be agreed to before you can register to bidIf a customer is not able to physically make it to the site to inspect items, we provide on our website the ability to ask questions, request more photos, or information as well as contact us via telephone so they can get clarification before they bid
It should also be mentioned that these two items being mentioned in the complaint are not the only items purchased by this customerIt does appear however that these two items are something they concluded they didn't want, and we're not satisfied with the rules of business that they had to agree to before they were allowed to bid, or purchaseOne such rule is that we are not able to offer refunds for any reason
Finally in regards to staff biddingWe make it no secret that staff reserves the right to bid on itemsThis is also in our terms and conditions statedWe have many who work for us that deal with the same struggles of trying to feed their families as everyone else, including a single mother of four children, and a woman who has recently had to come out of retirementIt is made apparent to all who attend when staff bidsThis Has been found the most fair way that those who work with, and for Malama Auctions & Appraisals can not be held responsible for conspiring to buy items privately before the contracted sale is made available to the public, and to ensure that there is no bid rigging, which would be a felony offense
In an attempt to have quality customer service, needless to say we were very surprised at this complaintIn years of doing business we have never had a formal complaint submitted to the Revdex.com