Shattuck and Associates

We are an online auction company that handles surplus assets for commercial consignors, as well as business and bankruptcy liquidationsIn many instances, we work with companies that need to vacate their space very quickly and liquidate their assetsWe have hundreds of auction lots coming in and going out of our warehouse and our client's facilities at any given time.The case in question was a liquidation we recently worked on where the consignors needed to vacate their property in a very short amount of timeThe auction items were photographed on-site, then moved to our warehouse for storage until the auction endAt our facility, there are a large number of assets coming and going on any given dayUnfortunately, very rarely an auction lot is either lost in transition (from location of initial item set up to the removal of the auction) or taken by the wrong buyer when picking up another lot (lots are more often than not comprised of multiple individual items)While this does happen in isolated instances, the overall percentage of occurrences is minimal (under 1% of auction items we work with)On the rare occasion this does occur, we do what we can to remedy the situation immediatelyIf we are able to track the item, that is our first course of actionHowever in many cases, it just is not possibleIn these instances, we immediately refund the buyer's purchaseThe item in question was a lot of pilate ringsWhile we do what we can to locate an item, this item was not foundWe refunded the purchase price immediatelyWhile I understand this is not enough for the buyer, unfortunately there is nothing else we can do in this case when the item in question is goneThe person who called to complain about the missing item was not the authorized user in our system, so once the conversation was elevated with threats the conversation was endedWe have a long standing relationship with our buyers and our sellers, and we strive to do the right thing by them bothSince the item was not found, then the refund is the best course of action we are able to take