PoliceAuctions.com

Thank you for making us aware of the customers concerns.Whenever a customer feels that the items they received do not match the picture or description we offer the customer a full refund on their purchases.  In this case when the customer contact us on 8/17/15 our friendly Customer...

Support Team for RMA numbers the customer was informed that they would be receiving a full refund for the items.  Once the items come back into our possession the customer will be issued a full refund, within 5 business days of the receipt of the items.  As it states in the Terms of Service: All item descriptions and photos are thought to be accurate, but are not guaranteed. In cases, where a description or photo is inaccurate, the customer shall be entitled to a full refund upon return of the item, including original outbound shipping charges.The shipping cost for all items is posted on the auction listing before customers ever place a bid.  This is so customers can build that shipping charge into their bidding and buying strategy.  As we state on the website: Shipments cannot be combined. All items are shipped separately so policeauctions.com can verify that each shipment was delivered and received.If the customer has any further questions or friendly customer support team is available between 8 am and 4 pm Pacific Time Monday through Friday, excluding holidays.  thanks you again for making us aware of the issue.

Thank you for making us aware of the issue. As we state the in the terms of service on the website and on every auction on the website:  BDP is an asking price, not a value. No value is implied by BDP or any fraction thereof. In general, we do not comment on any values of any items...

because values are too subjective.The BDP is an alternate way for a customer to purchase an item.  By click on the BDP a customer can bypass the auction and purchase the item flat out.  The BDP is not an appraisal.Whenever a customer feels an item does not match the picture or description, we always take the customers side.  In this case the customer was issued return authorizations for the items on the 23rd of February, and the customer was also informed at this time that they would be receiving full refunds for the items in question.  At this time the items have not been returned to us, but as soon as they are the customer will be full refunded as we have already promised.As we state in our Terms of Service, which customers agree to at the time they create their accounts: All item descriptions and photos are thought to be accurate, but are not guaranteed. In cases, where a description or photo is inaccurate, the customer shall be entitled to a full refund upon return of the item, including original outbound shipping charges. PoliceAuctions.com is not required to send an item to the customer that the customer won through auction when the physical item does not match the description. In such cases, the sale is null and void and PoliceAuctions.com shall refund the amount paid by the customer for the item to the customer. In no event shall PoliceAuctions.com assume any liability for the item that is beyond the amount paid by the customer to PoliceAuctions.com.We always strive for 100% customer satisfaction in this case we have already agreed to take back the items in question and issue fully refund the customer the amount they paid for the items.  Before we issue the refunds the items must be back in our possession.  If the customer has any further question or concerns regarding the return process they can contact our friendly customer support team at 877 677 3040 between the hours of 8 am and 4 pm Pacific Time Monday through Friday.

Thank you again for contacting us. As we stated in our previous response the refund has already been issued.  The refund was issued on 9/2/14.  If the customer would like they can contact our friendly customer support team at 877 677 3040 our proactive customer support staff will be more than happy to provide the customer with the transaction codes for the refund.  The customer could then contact their card issuer and the card issuer could easily track down the refund for the customer.  We do not want to post private banking details in this communication, for oblivious security reasons.  Or support team can be reached 8 am to 4 pm Monday through Friday Pacific Time.  We always strive for 100% customer satisfaction.  In this case since the refund has already been issued their is little more we can do, other than have the customer contact our support team so we can provide them with the transaction details of the refund.  Thank you again and we look forward to hearing from the customer.

Thank you for making us aware of the issue.  We always strive for 100% Customer Satisfaction. When items are lost in transit, or if a package arrives empty, we have a claim procedure in place in order to insure that our customers can be...

fully refunded. The first step of the claim process is that customers fill out a claim form.  All we will need is the customer to sign and the date the form for our records.  Once we have the signed form back in our possession there is nothing left for customers to do. The claim process takes ten days, from the date we receive the claim form back from the customer.  If the shipper is not able to find and deliver the item after the ten day period we will issue you a full refund for the item including original outbound shipping. We also have a short video on our Lost/ Missing package procedures for our customers to watch: [redacted] As we state in our Terms of Service: Users must cooperate with any claim procedures. In this case the customer has already been sent the claim form, via email, on 10/6/2016. If customers do not return the form the first day the form will be sent again the next two days, in this case the form was also sent on 10/7/16, and 10/8/16. At this time we are simply waiting to get the form back from the customer so we can begin the claim process.  In order to best service the customer we will also be placing a copy of the claim form in the mail today in case the customer can not locate any of the emails that were previously sent. We always strive for 100% customer satisfaction.  And we look forward to having the claim form returned to us so we can begin the claim process and either get the customer’s item delivered or get the customer fully refunded.

Thank you for making us aware of the issue.  When ever a customer feels an item does not match the picture or description listed on the website we always stand behind our customers 100%. In this case we will be happy to fully refund the customer  once we have the item back in...

our possession.  As we state in our published terms of service in cases where a customer feels an item does not match the description or photo of an item they are entitled to a full refund including original outbound shipping.
The description for the item in question clearly stated the item was gold clad.  The exact description of the item form the website is: Collectors Uncirculated 24K Gold Clad One Troy
Ounce Commemorative Coin - German Imperial Bank 1871.  As we state on every auction on the website: Please note that gold clad bars and coins are not solid gold and consist mainly of a base of either brass or copper or an alloy. Gold content of all gold clad bars and coins is minimal. Gold clad bars and coins are meant for collectible purposes and are not recommended for investment purposes. Gold clad bars and coins are non-monetary.  We do our best to make sure that gold clad and gold plated items are clearly described so that customers do not mistakenly bid on these items thinking that the items are made of solid gold.  If the customer did not see that the item was gold clad in the description of the item despite our full disclosure we would be more than happy to fully refund the customer for the item.
The customer was only charged once for the item when the customer was checking out they attempted the transaction twice before the payment was able to be completed.  The first two attempts the customer made to pay for the item were rejected due to the fact that CSC number the customer gave us for the card did not match what their card issuer has on file.  We can not take a payment if the card issuer does not verify the three digit security code the customer supplies.  The customer could have simply mis-typed the code number but for security purposes and the prevention of credit card fraud we can not accept payment unless the card issuer verifies that the customer has given us the correct security code.  Any duplicate payments the customer would have seen would have been the reject authorizations that were rejected due to the mismatching.
The customer has already contacted our friendly customer support team and been issued a return authorizations for the item.  The customer will be receive a full refund for the item including original outbound shipping once the item is in our possession.
Thank you again for letting us know about this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for making us aware of the issue.  We always strive for 100% customer satisfaction.  One of the ways we strive to offer our customers the best possible experience is by clearly stating all our policies in the Terms of Service that customers read and agree to before creating their...

accounts.
As we state in our published terms of service that all users must read and agree to before they begin using the website:  All item descriptions and photos are thought to be accurate, but are not guaranteed. In cases, where a description or photo is inaccurate, In cases, where a description or photo is inaccurate, the customer shall be entitled to a full refund upon return of the item, not including original outbound shipping charges. PoliceAuctions.com does not refund original outbound or return shipping under any circumstances, so please factor that into your bidding and buying strategies. PoliceAuctions.com is not required to send an item to the customer that the customer won through auction when the physical item does not match the description. In such cases, the sale is null and void and PoliceAuctions.com shall refund the amount paid by the customer for the item to the customer. In no event shall PoliceAuctions.com assume any liability for the item that is beyond the amount paid by the customer to PoliceAuctions.com. PoliceAuctions.com does not provide substitute items when there is a problem with the item matching description. Return Merchandise Authorization (RMA) number is required for all returns, so call to make arrangements before sending items back. We also highly recommend sending items individually, insured, with signature required for proof of delivery as we are not responsible for lost or stolen items. PoliceAuctions.com does not pay for return shipping. All items must be returned within 15 days of issue of RMA or no refund is due.
In this case the customer has been issued an RMA and we are simply waiting for the item to be returned to us by the customer so we can get them full refunded on the item.

Thank you for getting back to us.  As we stated in our previous email.  The customer will be issued a full refund.  A full refund will not include a restocking fee and original outbound shipping charges will be refunded.  As we stated in our previous response, the BDP is an asking price not a value.  We do not post appraisal prices anywhere on the website.  This disclosure is made in the Terms of Service that users of the site agree to before creating accounts on PoliceAuctions.com, and on every auction listed on the website.  BDP: Buy Direct from Inventory when quantities of more than one of an item are available. Click on the BDP link to purchase a duplicate item to the one being auctioned for the Buy Direct price.The presence of the Buy Direct link allows you to check to see if an additional quantity of an auction item is available for sale at the Buy Direct price. No guarantee of available inventory is made. If no additional unit is available, then the Buy Direct link will return a message stating there is none available at this time.Because many items will be bought and sold during the course of an auction, the quantity of items available via the Buy Direct link is constantly changing, so check back often if you wish to use this feature.BDP is an asking price, not a value. No value is implied by BDP or any fraction thereof. In general, we do not comment on any values of any items because values are too subjective.As also state in our Terms of Service, we will not assume any liability beyond the amount paid by the customer to PoliceAuctions.com.  All item descriptions and photos are thought to be accurate, but are not guaranteed. In cases, where a description or photo is inaccurate, the customer shall be entitled to a full refund upon return of the item, including original outbound shipping charges. PoliceAuctions.com is not required to send an item to the customer that the customer won through auction when the physical item does not match the description. In such cases, the sale is null and void and PoliceAuctions.com shall refund the amount paid by the customer for the item to the customer. In no event shall PoliceAuctions.com assume any liability for the item that is beyond the amount paid by the customer to PoliceAuctions.com. PoliceAuctions.com does not provide substitute items when there is a problem with the item matching description.In regards to the name of the website, we are called PoliceAuctions.com because we offer a listing of government auctions going on through out the country that our upgraded members can search through by their zip code.  Users with this upgraded membership can search through this listing quickly and conveniently by their address or zip code.  On the website we also offer our private one dollar no reserve auctions. The items in question were purchased from our private auction.  As we disclose on every single one of our dollar auctions in the section Bidding Information and Terms: This auction is a wholesale liquidation auction (Non-Government) where bidders are expected to read all terms carefully before bidding, including all auction notices, disclaimers, and restrictions on returns. We offer several other features on the site as well, including a foreclosure listing, car auctions, boat auctions, and various other features. In this case we understand that the customer is very unhappy with the items they have received and we have been doing our best to work with this customer to get the items back and get them fully refunded for the items they purchased.  We offered this customer a full refund, that is to say a refund with out a restocking fee and a refund of original outbound shipping charges.  We issued the customer Return Authorization Numbers for all her items on the 23rd of February.  At this time the customer was informed that she would be full refunded, no restocking fee and with original outbound shipping charges, within 5 business days of the items being returned to our possession.  We always strive for 100% Customer Satisfaction and this case is no different.  We have from the start offered the customer full refunds for the items they purchased, we are simply waiting for the items to be returned to our possession.  We look foreword to the items coming back to us so we can quickly refund the customer fully. We look foreword to the items being returned to us and refunding the customer.  If the customer is unsure of how to return the items or has any questions, our friendly customer support team is available to help.  Customer Support Can be reached at 877 677 3040 between 8 am and 4 pm Pacific Time, Monday through Friday.  Thank you again for getting in touch with us, we look foreword to fully refunding this customer's money, without any restocking fees, and including original outbound shipping charges. This full refund will be issued within 5 business days of the items being returned to us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I didn't receive the email nor the refund as stated.  Thoroughly disgusted with this company. 
Regards,[redacted]