Pristine Auction

[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.
 
I appreciate Pristine Auctions willingness to look beyond the "fine print" and decide on a solution that will be certain to bring positive word-of-mouth and referrals as opposed to the alternative. I understand their position, and am thankful that they were understanding of mine. Time to move forward...Best Regards,

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.The seller's choice of words is unacceptable.  It shows his attitude towards customer service.  The pictures of the additional helmets were of lessor quality than the one which he shipped me, which was lessor quality than the one I purchased from him (he used a 'stock' photo of a great helmet, and then shipped a different helmet)...so yes, I did not find this option acceptable.  The seller did offer to have me return the product for a full refund.  I rejected that option for 2 reasons.  First reason is trust...he mislead me originally and I did not feel I could trust him to pay me back and I didn't want more hassle with him and the credit card company, etc.  The second reason for not accepting that offer is that I wanted a [redacted] football helmet, and this seemed to be as good as it was going to get...so I refused the complete refund option.  The SELLER was the one to initiate a partial refund while letting me keep the helmet.  In his Revdex.com response, he's making it sound like I was demanding something that he was not willing to do, when in fact, he started it.  He offered me a low $$ as a partial refund and demanded that I remove or amend any negative feedback I have left on his page in my review.  I counter offered with a $$ that was reasonable in my mind...the difference between what I paid for the great helmet, and the average selling price of the helmet he shipped me.  It wasn't until I told him I was going to submit a formal complaint to my credit card company and the Revdex.com that he came back and asked how we could work this out.  I told him my offer still stands and he countered that offer with the same price, and the removal of any negative feedback, and to agree no to post any future comments and to not do business with them again.  I agreed.  I consider this claim resolved and closed, however, I would like other consumers to be aware of the fact that he uses stock photos and does not ship what you think you purchased and, on top of the buying price, is a buyer's premium that you pay the auction house, and they you are responsible for any shipping charges that he does not collect for up front.  So beware and be ready for any surprises.Regards,[redacted]

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.The seller's choice of words is unacceptable.  It shows his attitude towards customer service.  The pictures of the additional helmets were of lessor quality than the one which he shipped me, which was lessor quality than the one I purchased from him (he used a 'stock' photo of a great helmet, and then shipped a different helmet)...so yes, I did not find this option acceptable.  The seller did offer to have me return the product for a full refund.  I rejected that option for 2 reasons.  First reason is trust...he mislead me originally and I did not feel I could trust him to pay me back and I didn't want more hassle with him and the credit card company, etc.  The second reason for not accepting that offer is that I wanted a [redacted] football helmet, and this seemed to be as good as it was going to get...so I refused the complete refund option.  The SELLER was the one to initiate a partial refund while letting me keep the helmet.  In his Revdex.com response, he's making it sound like I was demanding something that he was not willing to do, when in fact, he started it.  He offered me a low $$ as a partial refund and demanded that I remove or amend any negative feedback I have left on his page in my review.  I counter offered with a $$ that was reasonable in my mind...the difference between what I paid for the great helmet, and the average selling price of the helmet he shipped me.  It wasn't until I told him I was going to submit a formal complaint to my credit card company and the Revdex.com that he came back and asked how we could work this out.  I told him my offer still stands and he countered that offer with the same price, and the removal of any negative feedback, and to agree no to post any future comments and to not do business with them again.  I agreed.  I consider this claim resolved and closed, however, I would like other consumers to be aware of the fact that he uses stock photos and does not ship what you think you purchased and, on top of the buying price, is a buyer's premium that you pay the auction house, and they you are responsible for any shipping charges that he does not collect for up front.  So beware and be ready for any surprises.Regards,[redacted]

When registering for our auction, a bidder agrees to the terms in our user agreement. As part of that agreement, the bidder gives Pristine Auction permission to charge the card on file for an auction invoice if the invoice has not been paid within 7 days. This is a necessary policy because of our...

commitment to getting our consignors paid within an agreed period of time. The auction policies are agreed to upon sign up of the auction as well as with every bid placed. Policies can be found here: [redacted]

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. Based upon the timeline, 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.

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.
When I consigned a portion of my sports memorabilia to them, I made it clear that it was imperative that all of my items be for sale on their web site for the Christmas holiday selling season. I was given assurance that was not a problem and would happen. Not only did that not occur, but not one of my items was on their site for sale until mid-January, after receiving them in late November, completely missing the Christmas selling season.I attempted to call and e-mail Israel, my point of contact, at least 7 times during the first 7 weeks after they had received my items and never once got any response of any kind. No returned phone calls and no e-mails relative to my lot of items.This is from their own web site regarding their customer service standards: “We are committed to providing premier customer service!” No response to this many contact attempts seeking any  form of update or status, Is certainly not a reflection of “premier customer service.”  Their lack of response cost me significant monetary gain and the greatest sales opportunity that comes along only once a year.Pristine auction is also gravely misleading in their response as to pricing of items. First and foremost, all these items are my chattel property and were consigned to them, not owned by them and hence, their attempt to represent that they can price items as they see fit would create a conversion event. Further, I went to great lengths to research all of my items on competing sports web sites and E-Bay to determine an appropriate current market value for my items. A role their web site says they would do, “Our staff is prepared to spend the time and effort necessary to sell your item(s) for top dollar.” They did no such activity.I have also asked them no less than 10 times for a list of the items that I paid to have authenticated, an event that was unnecessary as I can attest to the authenticity of each item as I watch each one being signed. To date all I have ever received is 2 invoices reflecting that I paid $278 for: 1 item @$100, 21 items @$8 each and 1 item @$10. The other invoice reflects the sale of 3 authenticated items yet I was charge for 7 for a total of $14. This invoice is particularly disturbing as it reflects a total sale of $31.50, yet I received just $2.50. One would think that if their true intent is to run a business that is “honoring to God”, they might want to see if the owner of those items might want to donate them to his/her church or take some other action.They have the fiduciary responsibility to me, their customer, to provide a full accounting of all of the items they have charged me for, yet they never have.I never made any threats or demands as they claim. Like any consumer who has been treated unprofessionally, been mislead and has received deplorable customer service, I have every right to expect of its ownership complete honesty and integrity, in particular for an organization that is hiding behind the curtain of a God based business. It is also my right as a consumer to take any and all actions necessary and available to me, to make an unscrupulous business such as this, return the goods that belong to me. They also claim that 1 item had been sold and that “ we informed him of this situation and he refused to return the sold lot.” This is an entirely fraudulent statement as no one from pristine ever contacted me or “informed” me about  this sold item nor did they EVER ask me to return it after they claim they mistakenly returned it to me, an error that they blamed me, their customer for. Hence, since I was never made aware of this sale and the need to return the item to them, how could I “refuse” to do it? This is an outright lie, and is hardly the words and actions of a Godly company.  This is a quote from their web site : “we strive to operate our business in a way that is honoring of God, honoring to our families and honoring to our customers.” That fact that they would stoop to such an absurd and untrue statement is absolutely appalling.  They seem to believe that somehow they are the rightful owners of consigned items, yet It is clearly stated on their web site under the Consign tab that “any unsold items will be entered into the following auction or returned to the consignor.”At very least, they owe a fiduciary duty to their customers to protect and promote the customers best interest not their own. This would reflect true Godly actions emblematic of any one or any entity that wishes to deem themselves as “honoring to God.”

Regards,

I cant get over how awesome this place is.. The variety and prices let people get what they want for the price theyre willing to pay.. THANK U PRESTINE.. My pleasure doing business with you

We checked the records with our billing team and can confirm that every transaction attempt was declined. When a transaction is processed on our website, the request is sent to the CC company (or bank) for approval. The bank will then choose to accept or decline the charge based upon the security...

information provided. We have confirmed that we have not received any compensation from the credit card as every transaction declined. We certainly want to deliver the product but will need to get payment first. If the transaction was successful, there will be a statement (physical or online) that can be provided which shows the completed transaction. Here is the information provided from our billing department which provides evidence that all transaction attempts were DECLINED:7684431870 Declined05-Nov-2015 14:20:16[redacted]USD 47.6505-Nov-2015 16:03:28USD 47.657684425152 Declined05-Nov-2015 14:18:02[redacted]

[redacted]USD 47.6505-Nov-2015 16:03:28USD 47.65[redacted] Declined05-Nov-2015 14:06:07[redacted]USD 47.6505-Nov-2015 16:03:28USD 47.65[redacted] Declined05-Nov-2015 14:03:11[redacted]USD 47.6505-Nov-2015 16:03:28USD 47.65[redacted] Declined05-Nov-2015 13:49:10[redacted]USD 47.6505-Nov-2015 16:03:28USD 47.657686453501 Declined06-Nov-2015 08:56:28[redacted]USD 47.65-- USD 47.65[redacted] Declined05-Nov-2015 20:04:43[redacted]USD 47.65-- USD 47.657685101733 Declined05-Nov-2015 19:59:49[redacted]USD 47.65-- USD 47.65[redacted] Declined05-Nov-2015 17:10:26[redacted]USD 47.65-- USD 47.65[redacted] Declined05-Nov-2015 17:07:20[redacted]USD 47.65-- USD 47.65[redacted] Declined05-Nov-2015 16:16:01[redacted]USD 47.65-- USD 47.65[redacted] Declined05-Nov-2015 16:02:38[redacted]USD 47.65-- USD 47.65[redacted] Declined05-Nov-2015 16:00:18[redacted]USD 47.65-- USD 47.65

I really enjoy this site, I've won a few auctions thus far, even though I'm from Moose Factory,Ont. Canada , I've received my items in top shape through the mail and my collection is getting awesome.Thanks so much for taking the time and sending off my packages with care!!????

Our consignment team visited [redacted] in person and accepted his collection on consignment. During that visit it was made clear that the items would be sold with no reserve prices. It was also made clear that some of the items may be returned to him, at our discretion, if the value was too low....

Many items were rejected and some were placed into the auction. A contract was signed which stated that the items would be sold with no reserve price and would be retained by Pristine Auction until sold. [redacted] then demanded reserve prices on the items listed which far exceeded a reasonable market value. We accomodated the request against the terms of the contract. After items cycled multiple auctions with no sale due to the unreasonable reserve prices, [redacted] then demanded some items back. Again against the terms of our signed agreement, we agreed to give [redacted] back the items that he was demanding. One item that he demanded had already sold and was mistakenly still given to him by our staff. We informed him of the situation and he refused to return the sold lot. [redacted] then demanded that all items be pulled from the auction. We again reminded [redacted] of the terms of the contract and informed [redacted] that we would not be able to make a third exception to the written and signed agreement. [redacted] continued with demands and threats at which time we felt it was in our best interest to simply part ways. All of the items still in our possession that belong to [redacted] are set aside and waiting for him to pick up. At this stage, we are eager for the items to be picked up and are awaiting his action.

I found the Pristine Auction site through the Fantasy Footballers podcast and have made multiple purchases since. This is a great source for autographed merchandise and the item quality, shipping efficiency and excellent customer service are far and away the best that I've encountered from an online retailer.

When our staff picked up the sports memorabilia collection from [redacted], there was never a guarantee made that the items would be posted for sale before Christmas. We verbally made it clear that we would do what we could to get the items up as quickly as possible, but that listing them before Christmas would be unlikely. Unfortunately, we were not able to do that because of the amount of consigned items submitted before [redacted]'s collection. In addition, many of the items in [redacted]'s collection required third party authentication which slows down the process.In addition to being clear about our policies verbally, [redacted] also signed a written contract with us which partially states: #1: "Lots will be offered... with no reserve price" and #8: "Consignment items may not be withdrawn...". The entire contract presented to and signed by [redacted] can be viewed here: [redacted]The actual contract hand-signed by [redacted] is available for viewing if desired.[redacted] has shown no integrity toward the contract that he signed. After communicating that items would have no reserve prices verbally and in writing, [redacted] then demanded reserve prices on nearly every lot consigned. It was communicated that most of the reserve prices were significantly above a fair market value and that the addition of the reserves were in violation of the agreement, but [redacted] continued to demand the addition of reserve prices. In an effort to please [redacted], as our customer, we fulfilled his request and added the reserves. [redacted] later demanded, clearly in violation of our agreement, that all of his items be pulled from the auction and returned to him. The demands turned into threats and, in our best interest, we chose, again against the terms of our signed agreement, to cut our losses in this business relationship and part ways. We have returned all lots to [redacted] and consider this matter closed.[redacted] continues to claim that we have not provided accounting for the authentication fees that he incurred. The accounting is available through his account pages on our website. Furthermore, I personally offered to print out all of the account (which can also be accessed online) and [redacted] did not accept that offer. The discounted rates offered on the authentication fees are only offered for items that are consigned to the auction. Being that [redacted] violated the contract and pulled the items from auction, there should be an additional charge for the authentication service provided. However, once again went above and beyond by not charging [redacted] these authentication fees.The terms of our contact are clear and [redacted] showed a complete lack of integrity towards the agreement. We are happy to part ways and consider this matter closed. We certainly wish [redacted] well and hope that he can find a way to obtain the unreasonable prices that he is looking to get for his collection.

Pristine Auction website is great. I’m using this website for awhile. I highly recommend this web site. Not only do they have great certified items but they also have good customer service.

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.

 I now see the desperation of this company to obtain business, and wish to add, in my opinion, this is not a reputable company, and will never deal with again!

Regards,

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

Haven't had a problem with this company. Great items at a price that you feel comfortable in spending. Delivery within days with the protection of all items. Class act!

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
 

Each attempt that you made on the website to make payment would result in a 'temporary authorization' onto your credit card. This would temporarily show up on your account but, because each charge was declined, the authorization would be removed and would not result in a charge. We would recommend that you review your account in roughly 48 hours and you should see those temporary authorizations fall off from your account. As confirmed, we never received payment from your bank so we would expect that you will see all of the alleged charges (temporary authorizations) removed from your account. Once we receive payment for the goods we certainly will be more than happy to mail your items to you. Please call us at ###-###-#### anytime or e-mail [email protected]

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.

Please close the dispute once resolved. Thank you.