Pristine Auction

Our user agreement clearly defines how our reserve system works. Our reserve system is set up just like many other major auction houses. eBay also has a similar system where a bid against an item with a reserve would immediately raise the bid to the reserve price. There is nothing unethical or...

misleading about this process. Reserve prices aren't preferred by us as an auction house, but they are a necessary part of offering our service. Our daily auctions and Tuesday night weekly auctions never have reserve prices, but our other formats do allow for reserve prices.  Allowing users to bid on an item and win then cancel a purchase would completely destroy the integrity of the auction. We do require winning bidders to pay for items that have been won at auction. If you dislike the auction formats with reserve prices, the daily auction and Tuesday night weekly would be a great fit for you.

This was an honest mistake where inventory was mismanaged by our approved vender. This is a very rare occurrence and we apologize for any inconvenience. As soon as we were aware of the inventory issue we informed you and issued an immediate full refund. We would be happy to see if we can get a...

comparable item from our consignor for you at the same price. Please e-mail our president at [redacted] and he will be happy to assist further with this. Thanks again!

We are a consignment based auction house. Winning an auction enters the winner into legal obligation to complete payment for the purchase. Winning bidders who do not pay for their lots cost us lost of revenue and potentially loss of business from consignors. For that reason, we have a clear policy...

in our user agreement that unpaid lots will be assessed a 30% restocking fee. This fee is not assessed until MULTIPLE attempts have been made to collect payment. We also give bidders time well beyond the requested 7 day payment period.In this case, the restocking fee is valid due to a non-paid lot; however, we would be willing to make an exception and waive this fee as a one time courtesy with an agreement to consider this matter resolved. Please e-mail [redacted].[redacted] to receive the requested written confirmation of the waiver of this fee. Thank you.

Have been in constant direct communication regarding this issue. Customer was given 3 options - option #1 - keep the item as-is and receive a $100 partial refund, option #2 - return with a prepaid label and we would repair it and return it to him - option #3 - return it for a full refund. Before...

this complaint was filed, customer requested option #3. We have issued a prepaid [redacted] call tag and [redacted] has informed us they will pick up the package within 24-48 hours. Once the order is returned we will issue a full refund to the customer. Completely unnecessary for this to be a Revdex.com dispute as we have fully cooperated.

Here is the credit card confomation number from my bank on the payment that thet took from my card. Plus the fact the tried to take payment over 21 times [redacted]

I have contacted your company several times, to be only told in so many words too bad so sad. Your company reviews the orders, so of course you side with yourself. There is no middle man to say the customer deserves a refund. There is not feedback for forum where we can complain. Only to your internal system, which are your employees, or here. So I'm taking the Revdex.com router aso that is the only recourse. And no, the pictures do not show all the damage to the card. It is in terrible condition. Listing a value of $1000 is ridiculous. Like saying a car is worth $1000, and then selling a wrecked version saying,well if it was in a certain condition it would be. False advertising, and misrepresentation. Scamming business practices.

I can certainly understand the frustration and I apologize for the error on our part. We are a consignment based auction house so we do not own the inventory that is being offered. For that reason, when there is an error like this where an item was posted in error, we do not have inventory that we...

can access to fulfill an order. Please also note that you have won multiple items with us in the past without an issue. The fact that this item was not in our inventory had nothing to do with the final sell price. The exact item has sold for less than your winning bid in the past, including this lot: https://pristineauction.com/auction/index/details/id/454127/Jung-Ho-Kang-S...⇄ review of our current auctions, it appears that we have one available in our weekly auction here: [redacted]/a453882-Jung-Ho-Kang-Signed-OML-Baseball-JSA-COABecause we do not own this lot, we cannot offer it to you directly. However, we would be willing to give you an account credit (if you win this lot) so that the lot cost would equal the price you paid for the missing item. Please let me know if that works for you. If you would, please e-mail me directly to [redacted] from here out and I will personally take care of this for you. Thank you for your business and thank you for your patience.

Allowing bidders to remove items from an invoice destroys the integrity of the auction. Our website records the IP address used with each action placed on our website in order to confirm the authenticity of bids. It appears the bid placed on the item (maximum bid) was actually placed at $3,232.00...

(placed on 04/18/2016 at exactly 20:08:07).Based on the evidence, it appears clear that the bid is valid but the amount was likely entered in error. Please note, our bid process requires a 2nd confirmation step in order to eliminate the possibility of errors.Given the circumstances, we have removed the restocking fee and reinstated the account as a one time courtesy. Thank you for your business and thank you for your patience.

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.
Regards,
[redacted] I have attached a copy of my email conversation with [redacted] regarding my 2 questions and as you can see she claimed they had no record of the initial item I bid on that disappeared however in there response they came right out and admitted they removed the item and also even gave the item number as well?Also, they never gave a reason why my unrestricted account was not allowed to continue bidding on the second item that I ended up loosing as a result of a restriction claiming I needed to pay for my previous win prior to bidding on the other item?Seems a bit suspicious when the Customer service manager that I was dealing with stated she had no record of an item I had bid on that disappeared and that the IT department couldn't find it either and now "all of the sudden" they find the item?That tells me that she wasn't being honest with me at all since there obviously was a record of the item after all??Seems that someone from Pristine auction was not telling me the truth?If for some reason my attachment doesn't open please let me know and I'll try to send it in another form, Thanks

Customer was given multiple options to fix this issue. We sent multiple images of the same SKU for him to pick a new helmet while we would pay all shipping charges. When customer didn't find any acceptable, we offered to accept the helmet back for a full refund including all shipping charges plus...

the import taxes they he paid when accepting the package. Buyer refused that offer as well. Buyer would only accept a compensation of $140 while keeping the product. After review we chose to fulfill the request and did refund $140 back to his credit card in order to resolve the complaint. Complaint is now considered resolved.

We personally reached out to you by e-mail after reaching out to our vendor who was the Consignor of this item. It was an honest inventory error by our Consignor in regards to this helmet but we did present a reasonable alternative product with no reply to our e-mail. Our overwhelmingly positive feedback should further confirm that this is not a regular occurrence. Please e-mail our owner to [redacted] to further discuss a resolution. Jared e-mailed you directly already and received no reply.

As explained when you inquired, the Derek J[redacted] cleat comes directly from Steiner Sports who has the exclusive autograph contract with Derek J[redacted]. The listing represents the cleat as being authenticated by both MLB authentication and Steiner, which is accurate. MLB authentication does not always authenticate the game used aspect of an item but can also be authentication, as is in this case, for the autograph only. The authenticity from Steiner confirms the game-used aspect of the shoe.At this point the item has been forfeited due to non-payment and, in accordance with the user agreement, a 30% restocking fee is due. If you would like to make good on your original invoice and purchase the item that you bid on and won, we would be willing to waive the restocking fee at that point. If the invoice is not paid in full, the restocking fee will be due.Each aspect of this situation was thoroughly discussed after multiple conversations. Authenticity of the item offered has never been in doubt. A link to the item in question* [redacted]If you would like to pay for the original purchase and receive the cleat, the total will be $1740 plus shipping.

I had already explained numerous times to the customer service manager that it was another person who had used my phone for the transaction. Not only was she not willing to listen but also was not willing to help me. There was definitely terrible service on her behalf. She was quoting me that she was the main manager for customer service and no one else could have help me or I could talk to.  As I had received their email, I felt threaten on this matter it would had been sent to collection. Overall, I was forced to pay the lower amount which was the 30% restocking fee.

Pristine Auction is a very professional, customer service oriented and responsible company. They deserve the highest Revdex.com rating in my opinion.

I have received the following correspondence from [redacted] at Pristine Auction regarding my above filed complaint. He has agreed to rescind the restocking fee as a courtesy, and his emails have been included in this note if the need to readdress this issue should arise in the future._________________________________________________________________________...⇄ e-mail will serve as a written notice that the restocking fee on your account (user ID [redacted])  in the amount of $115.92 will be waived as a one time courtesy. Your account has been notated and the billing department has been notified. Please let me know if there is anything else that I can help with. Sincerely, [redacted]President & FounderPristine Auctionwww.[redacted].com_______________________________________________________...⇄ also note that the balance forgiveness is contingent on the Revdex.com dispute being closed as resolved. Thank you.Sincerely, [redacted]President & FounderPristine Auctionwww.[redacted].com_______________________________________________________...⇄ 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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Per our posted auction policies, an item can be removed from auction at any time. It is rare that an item is pulled from auction once the auction has started; however, it can happen for a couple of different reasons. After review, the lot in question (lot #[redacted]) was pulled based off of a previous bidder fulfilling their obligation to pay for the lot. Please also note that the lot in question (lot #[redacted]) was removed based on this policy 7+ days before the auction was scheduled to end.Based upon the timeline set in our policies, a winning bidder has 14 days to pay for a lot before that lot is relisted for sale in the auction. The bidder then has 7 additional days before the lot is forfeited and they are no longer permitted to pay for that lot. If the previous bidder pays for the lot before that time expires, they are awarded the lot and the relisted lot is cancelled. That is what happened in this case. The lot in question was cancelled due to payment from the previous winning bidder and that was done early on in the process of the item being re-auctioned. As for accounts being restricted, it is our policy to restrict accounts after 5 days of non-payment on an invoice. At that point, payment on the unpaid invoice would be required before new bids can be placed. We do give an option at checkout to hold an invoice to combine shipping with future invoices in an effort to keep shipping costs to a minimum and to allow multiple invoices to be combined.If there are any other questions or concerns please feel free to e-mail me directly to [redacted] or give us a call at the office at ###-###-####. Thank you for your business and thank you for your patience.

[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.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

William T[redacted]

Excellent and prompt customer service team, excellent products to bid on.

Mr. [redacted],
We operate an auction....

As is standard practice with online auction houses, we have a 10 minute rule as outlined in our auction policies. As explained "All auctions are set up with a 10 minute extended bidding period. The extended bidding period is initiated once an auction countdown is below 10 minutes. During the extended bidding period, all new bids reset the auction countdown to 10 minutes. An auction ends when no new bids are entered for a full 10 minutes. Each auction is on an independent timer so auctions will end at different times."
This is much like a 'going once... going twice... sold' format in a live auction.
The item increased in price because another valid bidder placed bids on the lot. Please also note that our auction allows you to enter a hidden maximum bid on an auction. It is your choice what you set that maximum at and the system will only bid (when necessary based on other bidder activity) when necessary up to your maximum bid. 
I have forwarded this to our customer service team to ensure that we follow up with you and clear up any further confusion. All bids on this lot were valid and were placed by valid bidders. Our website restricts any consignor from bidding on their own product and we closely monitor that in order to ensure the integrity of the auction.

First I would like to state and request that you change your tone. I'm very familiar with auction houses such as Steiner whom I've purchased countless genuine items from and never had a complaint or problem. Secondly, after the lnitial time ran the item went into extending bidding for (10) minutes and ran down to the end again whereby at the end of that ten minute time it reset for an additional (10) minutes whereby it ended at the purchase price of $93.32 and charged to my account. Nevertheless, after countless attempts to get in touch with someone from your company, I finally had the opportunity to speak with Breanna, from your customer service department who worked out an agreement with me as follows: 
My account would be officially closed effective immediately and any items remain or pending in my account after completion of auction time which where the following:  
 1. Joe Torre baseball item# [redacted]; 2. Mike Richer Ranger mask item [redacted]; 3. Joe Torre baseball item# [redacted]; 4. Joe Torre baseball item# [redacted]; 5. Derek Jeter baseball item# [redacted]; 6. Paul O'Neil baseball item# [redacted]; 7. Derek Jeter rookie photo item# [redacted]. would assess a re-stocking fee of (30) percent of the final cost for the item left in my account. Further the other items under invoice numbers [redacted] and [redacted] which have been paid in full will be shipped to me.