Pook & Pook Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:MsM [redacted] is being deceptive in that a potential bidder can in fact access an item in one of Pook and Pook's upcoming sales directly, without having to firsts pass through the Pook and Pook website homepageDespite what she says, there is also nothing that explains the policy to the bidder at the time they complete the electronic form on their websiteIt is extraordinarily easy to sign up and encounter no reference whatsoever to the $minphone bid.MsM [redacted] 's mean spirited reference to my "incessant calls" seems excessive considering the fact that she did not respond to my requests for reconsideration and did not call or email a response back to me promptlyI would also point out MsM [redacted] 's response ignored the multiple times her employees apologized to me for the lack of a reminder of the policy--both at the time I signed up to bid and in the aftermath of the auctionIt also ignored her own admission that one of her employees was new and so might have failed to inform me for that reasonThe point is simply this: to anyone going through the process of using Pook and Pook's electronic telephone bid sign up form, it is extremely easy to miss any reference to a minimum bid amount or even to the terms of the auctionI encourage Revdex.com to try this out for themselves and would be more than happy to take you through the process I used to register my bidPook and Pook have simply not taken care to ensure that their telephone bidders are fully informed of their policy Regards, [redacted]

Dear Ms***,On Monday, December 18, we received a letter trom you regarding a complaint againstPook & Pook, Incsubmitted to the Revdex.com by *** *** ** *** *** ***
*** *** ** ***Mr*** claims he did not know about the $minimum bidwhen he
phone bid at our auction on November 18m, 2017.In addition to our $minimtun bid policy being published in our Conditions of Sale (whichMr*** agreed to in order to be approved to bid with us) the policy is also posted twice on thclanding page of the auction in questionThe ?rst place it is listed in bold capital letters, see*** ** *** ***, the second at the bottom of thepageFinally, it is also printed on Bid Forms, catalogue Bidder Guide, the online biddingplatform, Bidsquare, etcA copy of the Conditions of Sale and other examples are attached.By his own admission, Mr*** stated that he did not read the Conditions of Sale prior tobidding, nor did he road the description of the auction on the landing page for the sale.Mr***’s claim that the minimum bid policy is “highly unusual” can be refuted with a quickgoogle search for “minimum phone bid,” wherein one can see that most major auction houses,like Pook & Pook, have a minimum opening phone bid amount.Our minimum bid policy regarding phone bidding has been in place at Pook & Book for Wellover a decadeAccording to our records, Mr*** had been a customer at Pook & Pook sinceIt seems unlikely that in eleven years Mr*** never once noticed our minimum phonebid requirementA?er Mr***’s incessant calls, I relented and agreed on a payment of $500,but only so that our consignor would not be penalized due to Mr***’s errorSince We havealready lost $due to Mr***"s error, not to mention time Wasted, Pool; & Pook hasalready been penalizedWe will not issue a refund.Deirdre *** M***,Vice PresldentDPM :chEnclosures

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:MsM*** is being deceptive in that a potential bidder can in fact access an item in one of Pook and Pook's upcoming sales directly, without having to firsts pass through the Pook and Pook website homepageDespite what she says, there is also nothing that explains the policy to the bidder at the time they complete the electronic form on their websiteIt is extraordinarily easy to sign up and encounter no reference whatsoever to the $minphone bid.MsM***'s mean spirited reference to my "incessant calls" seems excessive considering the fact that she did not respond to my requests for reconsideration and did not call or email a response back to me promptly. I would also point out MsM***'s response ignored the multiple times her employees apologized to me for the lack of a reminder of the policy--both at the time I signed up to bid and in the aftermath of the auctionIt also ignored her own admission that one of her employees was new and so might have failed to inform me for that reason. The point is simply this: to anyone going through the process of using Pook and Pook's electronic telephone bid sign up form, it is extremely easy to miss any reference to a minimum bid amount or even to the terms of the auctionI encourage Revdex.com to try this out for themselves and would be more than happy to take you through the process I used to register my bidPook and Pook have simply not taken care to ensure that their telephone bidders are fully informed of their policy.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Ms. M[redacted] is being deceptive in that a potential bidder can in fact access an item in one of Pook and Pook's  upcoming sales directly, without having to firsts pass through the Pook and Pook website homepage. Despite what she says, there is also nothing that explains the policy to the bidder at the time they complete the electronic form on their website. It is extraordinarily easy to sign up and encounter no reference whatsoever to the $500 min. phone bid.Ms. M[redacted]'s mean spirited reference to my "incessant calls" seems excessive considering the fact that she did not respond to my requests for reconsideration and did not call or email a response back to me promptly. I would also point out Ms. M[redacted]'s response ignored the multiple times her employees apologized to me for the lack of a reminder of the policy--both  at the time I signed up to bid and in the aftermath  of the auction. It also ignored her own admission that one of her employees was new and so might have failed to inform me for that reason. The point is simply this: to anyone going through the process of using Pook and Pook's electronic telephone bid sign up form, it is extremely easy to miss any reference to a minimum bid amount or even to the terms of the auction. I encourage Revdex.com to try this out for themselves and would be more than happy to take you through the process I used to register my bid. Pook and Pook have simply not taken care to ensure that their telephone bidders are fully informed of their policy. 
Regards,
[redacted]

Dear Ms. [redacted],On Monday, December 18, 2017 we received a letter trom you regarding a complaint againstPook & Pook, Inc. submitted to the Revdex.com by [redacted]
[redacted]. Mr. [redacted] claims he did not know about the $500 minimum bidwhen he...

phone bid at our auction on November 18m, 2017.In addition to our $500 minimtun bid policy being published in our Conditions of Sale (whichMr. [redacted] agreed to in order to be approved to bid with us) the policy is also posted twice on thclanding page of the auction in question. The ?rst place it is listed in bold capital letters, see[redacted], the second at the bottom of thepage. Finally, it is also printed on Bid Forms, catalogue Bidder Guide, the online biddingplatform, Bidsquare, etc. A copy of the Conditions of Sale and other examples are attached.By his own admission, Mr. [redacted] stated that he did not read the Conditions of Sale prior tobidding, nor did he road the description of the auction on the landing page for the sale.Mr. [redacted]’s claim that the minimum bid policy is “highly unusual” can be refuted with a quickgoogle search for “minimum phone bid,” wherein one can see that most major auction houses,like Pook & Pook, have a minimum opening phone bid amount.Our minimum bid policy regarding phone bidding has been in place at Pook & Book for Wellover a decade. According to our records, Mr. [redacted] had been a customer at Pook & Pook since2006. It seems unlikely that in eleven years Mr. [redacted] never once noticed our minimum phonebid requirement. A?er Mr. [redacted]’s incessant calls, I relented and agreed on a payment of $500,but only so that our consignor would not be penalized due to Mr. [redacted]’s error. Since We havealready lost $146.60 due to Mr. [redacted]"s error, not to mention time Wasted, Pool; & Pook hasalready been penalized. We will not issue a refund.Deirdre [redacted] M[redacted],Vice PresldentDPM :chEnclosures