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BBB Accredited Business since

Liquidation Channel

Phone: (512) 852-7000 Fax: (512) 852-7098 View Additional Phone Numbers 100 Michael Angelo Way # D400, Austin, TX 78728 http://www.liquidationchannel.com


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Description

Jewelry and Lifestyle Accessories and  LC@Home  line

 


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Liquidation Channel meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Liquidation Channel include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 91 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

91 complaints closed with BBB in last 3 years | 34 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 29
Billing/Collection Issues 14
Delivery Issues 14
Guarantee/Warranty Issues 0
Problems with Product/Service 34
Total Closed Complaints 91

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Liquidation Channel
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 7

Additional Information

BBB file opened: October 03, 2007 Business started: 04/01/2006 in TX Business started locally: 04/01/2006 Business incorporated 01/30/2007 in TX
Type of Entity

Corporation

Business Management
Ms. Tammy Latham , President Assistant Ms. Alex Paez , Director of Services Ms. Reeta Sharma, Controller Mr. Gerald Tempton , President
Contact Information
Customer Contact: Ms. Danielle Jackson, Customer Service
Business Category

Television Home Shopping Online Retailer Jewelers - Retail Internet Shopping

Method(s) of Payment
Visa, Master Card, Discover, American Express, Pay Pal and Pay Pal Credit
Refund and Exchange Policy

All purchases are protected with a 30 day warranty for damages and defects in craftsmanship. 
If a damaged or defective item is received or Liquidation Channel  made an error with the order,  a free of charge return label may be requested at customerservice@liquidationchannel.com identifying order and item number for each item. 

Items over $200 are returnable within 30 days of order date.


Alternate Business Names
The Jewelry Channel, USA VGL Group

Customer Review Rating plus BBB Rating Summary

Liquidation Channel has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 Michael Angelo Way # D400

    Austin, TX 78728

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/16/2015 Problems with Product/Service | Complaint Details Unavailable
5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: over a month ago I purchased a burmy from Lt liquidations stated that this ring was worth over $4700 when I received it I took it to to local jewellers who stated to me that the ring was not worth what I pay for it I tried to call and return it and they finally accepted return an 84 store credit I do not want store credit I want my money back I've been calling them sending emails trying to work something out with them but they have refused to address this issue all I want is for them is to pay me my money back complete with all shipping and handling but they refused to even acknowledge the fact that they sold me a defective ring please somebody call me and let's try to get to settle out of court

Desired Settlement: I want all my money back including shipping and handling

Consumer Response:

Lc liquidation never contacted me..i contacted them by email and i was told that i would have to pay for shipping and handlin and i would not get money back that it would be store credit..i did not accept i want my money including shipping and handling...had they done what they said they did it would of escalated to this...now today i received an email from them about sending the ting back.. but that was today...how ever it did not specify how i would get my refund...i need that in writing.....please contact them..i will call them again on my side

******** ******

Business Response: I have to contacted the customer today 5/6 at 9:54am CST. I have left a voice mail with her. The product in question is considered returnable and and we will be glad to process a refund for the customer. The customer called on 4/12 and we indicated the return is approved. Afterward an email was sent to the liquidation channel on 4/30 indicating that the customer wanted to return the product. We responded the same day indicating we would be glad to facilitate the return and once the product is received we can process a refund. However, in order for this to be done liquidation channel would have to receive the product back. The voice mail I left with the customer indicates that we will be glad to refund ********** item number ******* once it is received back at our facility. A return label will be both emailed and sent via regular mail to ensure that she gets it. I have also left my direct extension in the voice mail.

Business Response: On 5/7 I opted to contact the customer via phone to make sure we had the same understanding. I have indicated to her that she will be getting a refund to her original method of payment and not a store credit. It is also documented on her account as well that a refund will be processed to her. Once I explained and verified this with her she was okay with the resolution presented.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards, ******** ******

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company does not have a good customer service practice. I have been on the phone with them numerous times to resolve issues from ordering and computer glitching to losing my merchandise that I won, to not refunding my 50.99 that they collected on 4/21/15, but wont refund after cancelling my order. When i called they hung up on me left me on hold and after 2 hours and 10 calls they tell me to dispute with paypal to get my money back. I want my money and the merchandise they made me lose from auctions and i will never do business again with this company. I have spent alot of money with this company to be treated this way. I am very upset and frustrated.

Desired Settlement: i want my 50.99 they charged me on 4/21/15 and the merchandise that i won on auction that they messed up. I want a supervisor to call me and apologize for the poor service they provide.

Business Response: The customer was contact 4/26 by a member of our supervisory team ****. We have ensured that the customer has been refunded. In addition we have been able to assist customer to successfully complete purchases he was unable to do. We appreciate the customer taking time to provide feedback to us. And we deeply apologize for any inconvenience that we may have caused. Nevertheless, we are glad were were able to achieve a desired resolution for the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** ***

4/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i purchases $47 jewelry purchases from liquidation chaNNEL AUCTION march 22- 27- however i found it hard to view tems purchased online- and there are hi pressure tactics to make customers bid up items which most times sell cheaper on their web site oustide of auction platform-plus there s no return of items - so it was best these items not be accepted or opened- they went back to liquisdaion channel after 3 attemppts to deliver to me - buUPS and have been delivered and received by Lquidation channnel several weeks ago- i have written numerous emails re this matter and received zero responses - am demaning all monies and charges be cancelled as i had not opened or received one single item from LC- yet they never acknowledge the return or refund of these items - i want full refund ncluding shpping as fnd their sales prcatice unscrupulpous and the derscriptions and photos of auction items unclear- and making bdding on same items w - and their worthless and their high pressure tactics incuce one to keep trying to otbid other bidders higher though jewelkry items not worth it

Desired Settlement: iw ant full refund for all items returnd back to LC and ups has returned all items already -acknowledgment and adjustmnets .rejunds restored to my credit cards- and refund of all shipping charges

Business Response: Liquidation Channel has confirmed we have received the refused package on 4/10 around 11a CST. Customer has been contacted today 4/11 with this information. Refunds for the orders in question have been processed to 4/11 the customer should see the refunds within 3-5 business days depending on her financial institutions policies. I have spoke with the customer and explained to her that the refunds will not show up in one large amount rather it will be broken down by item because how our system is set up.

The customer indicated that she has seen products being sold cheaper on our fixed price catalog.I have indicated that I disagree. Several of the items that the customer purchased was under the price that we sell it for. However, there may be a time when a customer may purchase an item at higher price. However, that is the nature of the bidding process. I have personally spoken with customers who may have overbid on products  and I have given the customer this same information as well.

She also  was wondering about the bidding process indicated customer that all bids placed on our system are done by customers.

She also had concerns about our products being inexpensive. I explained to the customer that we manufacturer the majority of our products. This allows us to pass on savings to our customers because we save in manufacturing costs.

The customer didn't agree with our all sales are final policy. For this reason she felt that accepting the products wasn't in her best interest. We would love to keep her as a customer but we understand that the customer does not agree with our policy.  I indicated to her that I appreciated her feedback. She was still happy to get a call and a pleasure to speak with.

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Between March 01-29, 2015 I purchased (along with several other items) 3 Cuffs in Sterling Silver Nickel Free (Item #*******), .....I rec. the order on April 3, 2015, upon opening the packages one of the three cuffs was missing from the box, and 2 neckless sets (Item #******* and Item #*******) arrived in several parts....I contacted LC's Customer Service Department and the young lady was helpful, she gave me a store credit for the (what I thought was at the time) missing Sterling Silver Nickel Free Cuff and advised me that she would mail me the labels for the damaged neckless sets.....I proceed to give one of the SO CALLED Sterling Silver Nickel Free Cuffs to a relative and kept the other for my self. Upon placing the SO CALLED Sterling Silver Nickel Free Cuff on my wrist, it suddenly attached it self to my charm bracelets magnetic clasp!!!!!....I contacted LC's Customer Service Department who informed me that I needed to speak to their Personal Shopper Department who than sent me right back to their Customer Service Department!!!!....I then had the misfortune of being connected to "******" who is in desperate need of being retrained as a CUSTOMER SERVICE Reresentive of Liquidation Channel. Upon informing her that the So Call Sterling Silver Nickel Free Cuffs that LC had sold me 3 fake Sterling Silver Nickel Free Cuffs, for the simple fact that magnets don't attached to Sterling Silver, and there was not a.925 marking anywhere on the Cuffs. "******" proceeded to inform me that 1. I could not return the items unless "I" presented a certified statement from a jeweler certifying that the Cuffs were not Sterling Silver Nickel Free, 2. Then "******" stated that a lot of their venders do not mark their jewelry, 3. Then "******" stated that Magnets do stick to Sterling Silver Nickel Free Jewelry, 4. Than "******" stated That Just because it said "Cuffs in Sterling Silver Nickel" does not mean that's what it is made of, and that anyway most of their jewelry is made that way. After I informed her that I have dealt with Sterling Silver Jewelry most of my life, and that EVERY item that I have purchased from Liquidation Channel that stated it was Sterling Silver Nickel Free has ALWAYS been marked, and I know what she is telling me is just UNTRUTH'S!!! I asked to speak to HER Supervisor, at which she then informed me that "SHE WOULD ALLOW ME TO RETURN THE CUFFS"...I informed her that I still wanted to speak to her supervisor after she took my information for the returns , at which "******" stated that SHE WOULD NOT ALLOW ANY OF MY RETURNS!!!, and that now I would have to wait 24-48 to speak to her Supervisor and then "YOU TWO CAN WORK IT OUT!!!!"

Desired Settlement: To return Liquidations Channel's defected, damaged, and sterling sliver nickel free jewelry that is not marked. To receive a FULL REFUND of said items purchased between March 02-29, 2015!! (NOTE : also requested over 2 weeks ago for return labels for items #******* and #******* ordered March 02-21, 2015, rec. said labels on April 01, 2015)

Business Response: On 4/4/2015 a voice mail was left at the daytime phone given at 11:35am CST. 
I indicated in the voicemail that I have no problem facilating returns.I have also left my schedule as well as my direct contact information.
Agents have been informed that non defective items were not able to be approved for a return and a supervisor would need to make an approval. The reason for this is becasue we are an all sales are final company.  Nevertheless, if a stamp isn't present that is something that a return can be approved for. Coaching will occur for the employee that is mentioned in this complaint as well. 

Invoice#: ********** Item#: *******x3 
On cuff was missing a refund for the product was processed. The customer as told she would get a store credit we acknolwedge there was a mistake made with how it was processed. 

4/7
Another attempt was made at the daytime phone. I left a message indicating that I would be willing to facilitate returns but I wanted to touch base with customer before presenting resolution on BBB. Also indicated that I will respond to BBB if I do not hear from customer.

4/8 
Attempted one more time a voicemail was left at 5:38pm CST on the evening phone number provided. Indicated I would respond with proposed resolution. A return label is being sent out so we can ensure the the customer is refunded once the products arrive to us. Once it reaches our facility it goes through a Quality control check and it process in our returns system. From that point the customer will recieve a refund. This process usually takes 10 business days upon recipt of the return. 

4/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a pair of earrings for the price of 2,200 with 20% off discount on 4/13/2015. The next days(today) the company offered 25% off all items which is advertised on the website . I contacted customer service and one representative ******** told me the difference in price will be credited after the manifest is issued. I tried to cancel an item around 2pm Eastern Time since the item was not shipped. The second representative told me she could not assist me with either order cancellation nor the price adjustment. When I asked to speak with a supervisor she refused after putting me on a brief hold. She told me that supervisor could only call me in 24 to 48 hours.This company use dishonest pricing policies and treated me as a customer very poorly. In addition I was told that they could refuse all future purchases. When I asked if they threaten me, the representative was rude.The issue was not solved.I would never shop with this company again and tell all my friends about this terrible shopping experience.

Desired Settlement: The company could either cancel the order or refund money for the difference between 25% off and 20% off the price of $2,200 which equals $110.00 to my Visa card.

Business Response:  A cancellation has been processed per the customer request at 9:23am CST. I indicated to the customer the funds should return to her account within 3-5 business days because it depends on the financial institutions policies. She indicated she wanted the funds to go back immediately. I did try to explain that how quickly the funds go back depends on the financial institution. Unfortunately liquidation channel does not have the ability to make a financial institution process a refund more quickly. However, I have provided documentation showing that the funds have been returned to the account. The customer claimed that we charged her account illegally. I indicated to the customer that when you place an order you give authorization for your card to be charged.She indicated she will check on the refund I indicated to her that I will provide the documentation. The cancellation has been processed per the customers request and the refund was given to the bank today from liquidation channel's end. We apologize for any inconvenience caused. However, we are glad we were able to process the cancellation in time per her request.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, this business should not charged my credit card before the item was shipped and they did. In my opinion,  they should follow closely with the shopping channels industry requirements and they obviously did not. Their customer service is non-existent. I will never shop with them again.

Regards,

****** ****

4/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered products on 2/24/2015 (first time) and its 3/10/2015. I called to find out why my orders haven't arrived. They were birthday gifts.. and I won't have a need for them - as I had to travel out to get something else for a gift. When I on-line text - was told they are being sent today. After 14 days - they are mailing them.... I was told it would be here - back on March 2nd.. originally - to allow 5-7 days. When I called 877 number - was told I can't cancel the orders.. They don't do that.. I bought it - its mine... I am unhappy because they aren't true to their word. Is it 5-7 days or is it 21 days? To receive an order..

Desired Settlement: Willing to keep order - but expect to receive $25 credit - for the hassle and the fact I had to spend $50 AGAIN, to make sure I had birthday gift.. for my sister.

Business Response: During the week the customer placed her orders we did experience shipping delays. We apologize for the inconvenience this has caused for the special occasion you made the purchases for. I have refunded 25.00 against Sales order#********** per the customers request in the interest of customer relations.

Consumer Response: Complaint: ********

I am rejecting this response because: THE OUT OF POCKET EXPENSE WAS MORE THAN $25.00  I wanted the items... PLUS $25 credit.. Found out today they cancelled the order.. and ONLY gave me back part of my money.. I WANT THE ENTIRE AMOUNT OF MY MONEY IF THEY AREN'T GOING TO SHIP THE ITEMS..

Regards,

***** *****

Business Response:
The orders in question ********** and ********** have both been refunded back to the original method of payment. The business misunderstood the request of a 25 credit and simply refunded the amount of 25.00. However, we can see from this rebuttal that we didn't initially compensate the way she was expecting and apologize for any confusion. Nevertheless, an additional 25.00 has been refunded to the original method of payment. Therfore we have complied with the customers request. We apologize for the problems with getting these shipments out. We thank the customer for taking the time to allow us to correct the issue. In addition I have contacted the customer today 3/19 and left a voicemail with my direct extension just to make sure we are on the same page.Tell us why here...

4/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On March 6, 2015 I ordered a bracelet via successful bid from Liquidation Channel (LC), Item # *******, Order #********** for a total of $158.99 ($156.00 + $2.99 S&H). LC informed me via e-mail that the item had shipped and I would received it on March 17. I never did. I tried tracking the item which seemed to be a legitimate service offered through the customer account section on their website, however, the tracking number could not be found (on USPS.com or DHL.com) and therefore, the tracking number was not a valid number. I contacted LC offices (via the main phone line since their official "customer service" phone line does not pick up, but only instructs the customer to use their website for service related to customer service) again on March 19 and several times after the 19th inquiring about the status of the item. I have been given the runaround every time I tried to follow up on my order and find out where this item is and when I will be receiving. LC received the funds from my credit card on March 7, 2015. I also filed a report with my credit union concerning the charges. Most recently, on April 7, 2015 (today), I contacted LC and instructed them to cancel the order and refund the credit card. ******, a supervisor at LC said to call their customer service phone number because she was not able to transfer me to them directly, and said she could only take orders.

Desired Settlement: Refund Credit Card immediately.

Business Response: We deeply apologize for the inconvenience we may have caused with the delivery.  We also want to apologize for any issues experienced with team members. The customer spoke with a CSR on 3/31 and confirmed a dispute was filed on this transaction. I have verfied the dispute has occured, as a result a refund was not able to be applied traditionally. However, I have spoken with our Chargeback Analyst and requested that he immediately accept the dispute so the funds can go back the credit card as quickly as possible. The amount of time a refund takes to show up depends on your financial institutions policies. If you have further questions do not hesitate to contact me directly ###-###-####.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

3/29/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 2-17-15 I received a package from Liquidation Channel that had someone else's purchase inside even though the shipping label was addressed to me. The packing slip inside the package was for a ***** ******* **** ********** **** *** ****** ** *****. Before contacting LC, I researched the order number on *** ******' packing slip and found out she also received a package that same day. Her package had to contain someone else's items since I had received hers. I contacted LC by Live Chat on their web site to notify them of the problem. ******* was the name of the person I chatted with. At one point she said she would email me a prepaid shipping label so I could send the items directly to *** ******. Later in the chat when I expressed the desire to get the items that I had purchased, she said she would have to contact *** ****** to find out if she had them. If she did, ******* would send her a prepaid shipping label to send them to me. ******* would get in touch with *** ****** and call me back. On 2-27-15 I wrote LC a letter explaining the problem again along with several other issues but to date I have not had any contact from LC. I think it would be more professional for both parties to return the items to LC and let them correct their mistake.

Desired Settlement: I want the items purchased sent to me from LC, not from some unknown person. Since the purchase was made from LC, they are the responsible party. If the original items cannot be found, I want them replaced. I am not looking for a refund. I want this mistake properly corrected.

Business Response: I have spoken with the customer on both 3/13 and 3/14. She is correct that her products did go to the incorrect location. Fortunately the package was returned to us and arrived on 3/7. I contacted are warehouse team and they were successful able to locate the package and place a new label on it to ship it to the correct address. I have spoke with the customer today around 11:20CST and given this information to her. She was glad to hear that were were able to get he products to her. Also in addition I have just processed a refund for the shipping charges of 10.78. The refund should appear within 3-5 business days depending each financial institutions policies. We apologize for any inconvenience that we have caused. However, we are glad that were able to get a resolution facilitated.

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered several items on December 17, 2014 on my Master Card totaling $703.99. I returned damaged items and initially did not receive a refund. On January 10, 2014, I spoke to senior representative *** who said he was doing the refund for the following items. They do not bill per item, instead they bill in increments of 5 items on your bank card. They do not offer itemized billing. On January 10, 2015, I spoke with senior representive *** who said he had refunded this item #*******, London Blue Topaz (Oct 5.00 Ct), Sky Blue Topaz Ring in 14K YG Overlay Sterling Silver Nickel Free (Size 7) TGW 5.52 Cts. 1 $72.00 $0.00 $0.00 $0.00 $72.00, somehow it posted as a store credit to my account. Last Saturday he was very helpful in assisting me on the refunds, where others had not. Unfortunately, this $72.00 refund did not occur. On January 10, 2015 the following refunds went to my credit card. $6.00; $26.00, $9.00, $26.00, $82.00; $14.00; $30.00 and $14.00, when I called on Jan 13th and spoke to an ignorant and rude person who lied that she was a supervisor, *******, who on claims the warehouse refunded $75.01 as a store credit at 1:11 AM on Jan 10, 2015. I asked why *** did not see this store credit, she said she was removing the store credit and begin to worry if I do not see a refund in 5 days. I did a print screen of the store credit which ******* removed within the hour. In a chat, a worker stated there is no supervisor named ******* at the Liquidation Channel and did not see any notes on my account that someone had accessed the account. I called the corporate office, spoke to ***** and asked to speak to management on Jan 16th, with no response or follow up. As of January 17, 2015, I have not gotten a refund for the $72.00 or items recently returned. After several calls I finally spoke to *** on Jan 17, 2015, who saw the employee removed the store credit for $75.01 that should have been returned to my Paypal Master Card, but he claims it was refunded to a Paypal account. I do not have a Paypal account. All of those items were paid for on Master Card. He said the manager on duty today would process the $72.00 back to my credit card. I can review all of my credit card activity in real time and all banks process credit, deposit, debit, withdrawal and payments at 12 o'clock midnight. I do not see any posted refunds on either card for the refunds in question. They also sold me a watch recently on January 7, 2015 item #******* on Order #******** which did not include a Manufacturer's Warranty & Instruction Booklet. Instead, I was told the warehouse does not have any, then sent an email telling me how to use a watch and finally, they do not come with a Warranty booklet. All Watch Manufacturers provide a Warranty Instruction Booklet. No where in the item listing does it state that watches are Sold As Is without warranty or instruction manual. I photograph all items upon receipt and return, past watches purchased, they did have a booklet inside the box. *** said they do not offer a Warranty with the Genoa watches, not true, but he would check with the warehouse and contact me tomorrow. The most recent returns on January 11, 2015 that have not been refunded are, for a total of $99.00: Order - ********** ******* Tasmanian Stitchite ring $16.00 ******* Genoa Watch BW $5.00 ******* Genoa Watch Green $5.00 Order - ********** ******* Kenyan Ruby Ring $67.00 Order - ********** ****** Genoa Watch B/W $6.00 Being on hold for 15-30 minutes, poor customer service, shipping delays, no itemized billing, slick group billing 5 items at a time, many of the items in person do not look as presented on screen, making multiple follow up calls a month later to see why your refund has not been processed is not good business.

Desired Settlement: Refund my money back to my credit cards for a total of $171.00. $72.00 back to my Mastercard for item #******* and $99.00 back to my Visa for items returned above on January 11, 2015. And provide me with a Warranty/Instruction Manual for the Genoa watch item #*******, which they have included in previous orders.

Business Response: On 1/21 A voice mail was left at telephone number with area code (610) per the customers request.I have left a voice mail with my direct extension of ************. She ended up calling back and we started talking around 11:45am CST. The instruction booklet has been sent by the warehouse as of yesterday the tracking number is as follows: **** **** **** **** **** **. I have given the customer the tracking number and explained that the will show up in the next 1 to 2 days.

I have also attached an excel document listing the Sales order numbers and the amounts that were refunded. This should help clarify any questions. I have also verbally went over some of the refunds with the customer directly. A dispute was filed on PayPal 1/18 in the interest of customer relations a refund was immediate processed and that dispute has been closed. The case number associated with that dispute is as follows:Case #******************. I am happy to provide any additional supporting documentation in regards to that dispute but the customer did confirm that she saw the dispute was addressed.

This complaint also references a particular CS agent being unprofessional during a phone. In the interest of protecting the privacy of our employee I cannot divulge particular details of actions taken. However, I can assure you that coaching has been provided to this particular agent.

She also inquired about orders placed on 1/15 and 1/16 explained to the customer the products are in transit and she is okay with that.

Order ********** item customer said that she didn't get earring backs. I put a request for earring backs to be sent.

The customer has also given some feedback in regards to packaging. She gave me 2 examples and I am going to be sharing that information with the quality manager. I have given my work schedule and direct extension if there are any other concerns. She was a pleasure to speak with and feels that we talked about her concerns thoroughly.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

All refunds have posted to the respective bank cards they were charged on.

1/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/21/2014 in the late evening, I used the telephone to make an LC order #**********. the TV had shown $2.99 as the shipping charge. when I called I did not alter the shipping mode to upgraded shipping. LC sent a confirmation the next morning. It indicted a shipping charge of $7.95. I immediately sent an email, refuting that charge as not what was shown on the TV and that if the fee was $7.95 I wanted to cancel the order. 3 hours later their rep answered my email and said the order couldn't be cancelled because it had already been invoiced . This is unconscionable. I have a copy of both emails. Subsequently, I refused the delivery from the UPS. I was billed for the item on PayPal Credit. LC credited the product price , but NOT the shipping charge of $7.95! In summation, I was forced to pay $7.95 for shipping of a product that I would have paid for completely if the shipping was $2.99 as advertised and I didn't end up with ANY product!

Desired Settlement: for $7.95 and an apology.

Business Response: A message has been left at the registered telphone number associated with this account. Normally when a product is not considered defective we do not process a refund for shipping. However, in the interest of customer relations a refund has been processed today and should appear on the statement within 3-5 business days depending on financial institutions policies. Our shipping policies and prices are located on our website I have included the link for your reference: http://www.liquidationchannel.com/shippingpolicy.html. My direct line is ###-###-#### I will also notate your account with this information as well.

Consumer Response: Complaint: ********

I am rejecting this response because:

The message that was left for me by phone said a credit  was being made to my 'account', which was unspecified.


I asked for a refund, i.e. MONEY (since the bill has already been paid by check) and an apology, neither of which was done.


Regards,

********** ******

Business Response: I have contacted the customer today on 1/14/15. I have explained to the customer that I cannot refund toward a different payment method. However, I have processed a refund toward PayPal Credit of 7.95 for the shipping and handling charges. I apologized to the customer for the initial interaction she had. She was very pleasant to speak with and I think the conversation gave more clarity to the resolution I provided.

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i placed order number ********** on 1/5 and the company immediately processed a payment for the order. i have repeatedly been told the order is 'being shipped' but am told now that the order is 'in the warehouse'. i am going to follow the company's example and i have lost interest in the order as well and want to cancel the order i have been charged for but which the company has never processed.

Desired Settlement: i want the charge of $82 to my account removed immediately.

Business Response: Sales order ********** has been cancelled per the customers request. The order was placed on 1/5 and today is 1/8 our shipping policies indicate that is can take 1-5 business days for a product to leave our facility. I have included this information for your reference: 

Shipping Policies Once the order is placed, we make sure that our customers receive their orders as soon as possible. Using LC's standard shipping, orders will normally be shipped within the 1-5 business days and time in transit is usually 1 to 5 business days. 

Here is the direct link for your reference: 

http://www.liquidationchannel.com/shippingpolicy.html

Nevertheless the cancellation has occurred. A refund will post to your account within 3-5 business days it does depend on your financial institutions policies. 

Consumer Response: Complaint: ********

I am rejecting this response because: the email i received today from the company directly conflicts with the answer provided by the company to your office. I am told AGAIN the order can not be cancelled because it is STILL 'in the warehouse' and somehow in the company's version explained in the email to my yahoo account-that means it has to be delivered ... at some point ... and then returned before the billing is removed/refunded.

Regards,

****** ********

Business Response:
I attempted to call 1/8/2015 the person that answered said "Hold on" The call began at 4:31CSt and no one ever came to the phone. I have scanned a copy of the invoice which shows a cancellation occured and I have also included a copy of the payment paget showing a refund was processed yesterday. We have cancelled the order per the customers request.

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 28 I purchased 4 products from The LC. they were running a promotion that for every item that you purchased you would receive a free jewelry item. When my items arrived, I had NO free items. I called and was told I would be "reshipped" the items. First, the items were never shipped thus I felt insulted that they said they would RESHIP something that had never been shipped in the first place. By the 8 the of December I still had received nothing so I emailed. I was told the items were shipped . On December 18 I spoke with ***** and was told that she apologized and that they would once again ship them too me. On the 22 I received a letter in the mail from ***** requesting the free items to be sent to me. Now if I can receive a letter in a padded envelope from Texas in 5 days, there is no reason in the world that it should take a month for my promotional items. The only reason that I purchased items on the 28th was due to the promotion. I feel that I was getting very rude treatment on the phone & am now getting the complete run around. (LC order #**********)

Desired Settlement: I would like the items promised in a timely manner. A month is way too long especially since other things that had been ordered have been received as well as the letter from *****. I would also appreciate an apology for the rudeness from customer service. I have been a customer for a few years and have told others of the LC. I hope that no one else is treated in this manner.

Business Response: I left a voicemail on 12/30 with my direct contact information. The customer called back this morning around 7a CST. I notified her that I am requesting that the 4 free gifts be shipped again. We acknowledge there was a mistake in fulfilling the request and we appreciate the customers business as well as her patience with us to allow us to correct the mistake. The free gifts should arrive to her location within 5-7 business days. If there are further concerns my direct line is ###-###-####

Consumer Response: Complaint: ********

I am rejecting this response because: Although I had a wonderful, very great conversation with ******** ******* on December 30, I still have not received my promotional items as we agreed. Also as of today I received another email from ******* ** stating that I would not be receiving them.
The email states "*** ***,  I'm sorry to hear that the replacements have not arrived. Unfortunately, we have run out of our stocks of the gifts, so we are no longer able to ship replacements. We apologize for any inconvenience this may cause.   Thank you for shopping with Liquidation Channel, ******* * Liquidation Channel Customer Service "                             



Would someone please update ******** that I still have not received anything in regard to my free gifts...Just an update...Thanks ******* *** Keysville, VA

From: ***********************

Sent: Sat 1/10/15 10:55 AM To:

**************************************


null

© 2015 Microsoft Terms Privacy & cookies Developers English (United States)

Regards,

******* ***

Business Response: I have provided coaching to the agent that gave the incorrect information regarding the free gifts. Replacements did ship to the customer and arrived 1/16 according to the voice mail left on  1/16/15. With that being said we are very sorry for the delays experienced with getting these out. However, we are glad that she received her gifts!

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate all the help that was given to me, especially by ********. I am sorry for the delay in adding a response to my complaint. I have had a family emergency. thank you again for your help with taking care of my concern & going above & beyond.

Regards,

******* ***

1/20/2015 Problems with Product/Service | Complaint Details Unavailable
1/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered an item and did not receive the item I ordered, also they sent and charged for 2 of the same items. I watched the program on channel 226 on Direct TV and also had it on my computer on December 4, 2014. I am of a sound mind and am capable of ordering an item I want. The item was a ring purchased for my husband and it is the first mans item I have purchased thru this company. I have ordered many items for myself over the years and did not have any problem until now. I called and spoke with 3 customer service reps to ask them to refund and not send 2 of the same item, I have only one husband. They advised the item shipped and there was nothing they could do. 14 days later I called again, they lied to me about the item shipping. I have always received an item from this company within 7 days. I was again advised there was nothing they could do. 18 days later the product arrived. The product was not what I ordered. I ordered a ruby ring with .52 cts of diamonds. There is no diamonds in the rings. They both look unfinished. I am so disappointed in this company and the way I was treated they have lost my business. My experience is being discussed with others. The item #******* in size 11.

Desired Settlement: I would like my money back. I have sent back the items. This is very concerning to me as a business owner I am disappointed in Liquidation Channels Customer Service Representatives. I would fire my employee if they behaved to my customers in this manner. This is my opinion.

Business Response: A refund has been processed for the customer for********** per her request. In addition to this phone interactions that the customer has had will be reviewed by management to ensure coaching will be provided to the agents that she spoke with.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

****** *******

1/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On november 30 I placed three orders with The Liquidation Channel. Order numbers are ********** ********** ********** Normal shipping is 5 to 7 business days. My orders were secured and paid yet never shipped. After contacting numerous times and them saying no problems or just extra busy with holidays. I emsil again to be told my orders got "stuck" inninvoicing system and mybpaid for items were not really available. All this after them showing that all orders placed by December 17 are guaranteed to be delivered by Christmas.

Desired Settlement: I want the merchandise I ordered and paid for. They are to be Christmas gifts.

Business Response: Liquidation Channel acknowledges that the orders did get stuck due to a technical error. In the interest of customer relations I have requested the items be shipped to the customer next day air. According to UPS tracking ** *** *** ** **** **** the order is out for delivery today.  I have spoken with customer on 12/23 confirming this information.

12/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 11-17-14 I purchased two items a diamond necklace and bracelet for 149.99(LC valued each at 1,399.99) when I got the items they looked very cheap and not put together well- on 11-29-14 I had an appraiser look at both items and was told that they was worth about $10.00 each.-on 12-1-14 I call LC and asked if I could returned the items- wes first told no-then the agent came back and said that I would need to send LC a written appraisal,etc-I told the agent that i don't see any of this info nor was i told these things when I made the purchase-I attempted to contact LC today on their chat line and was cut off as i was writing my complaint(which was rude)I've shopped with LC for serveral years(never buying nothing over $50 until this year-I'm really surpised by their response and hope this matter can be resolved.Thank You

Desired Settlement: I would like to return these items to LC for a refund.Thank You

Business Response: I have spoken to the customer in regards to the product in question. I indicated to him that our "start price" exists to demonstrate the type of retail value that we offer. It is a common practice for retails establishments to mark up prices. However, the  nature of our business allows us to pass our savings to our customers. He understood and was happy to be called quickly. I indicated to him that a return label will be emailed to him and instructed him how to return item. I also went over the returns policy but indicated in the interest of customer relations we would accept these returns for a refund.

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought several rings at auction and added them to my cart on liquidationchannel.com.... and I expected that due to its claim on the home page of $1.99 shipping and handling sitewide, it meant that would be what the rings and small jewelry items would be sent to me for. I was absolutely aghast that I, was charged $35.82 SHIPPING AND HANDLING for my rings and small jewelry that came all together in one small padded envelope! THIS IS A TERRIBLE MISREPRESENTATION TO THE CONSUMER! I called them and they said, "If you would have clicked on the words it would have said that this was per item"... but I never did....for "how many of us do???" We just read it at face value when it is advertised SO BIG as a reason to go on their site and order something! Anyway, they refused to credit me back any of the postage. And I am just sick about it! Literally, if they are making basically $30 EXTRA DOLLARS off everyone's orders, imagine that times THOUSANDS of people who are TAKEN TO THE CLEANERS like I was??? They are getting rich on postaqe fees!!! At the buyers expense! I SAY THEY ARE MISREPRESENTING TO THE PUBLIC. I have pictures of the website! and the $1.99 shipping "representation" is truly a farce. Please do something about this! For me, and for others!

Desired Settlement: I desire a refund of at least $30... for the envelope, I am sure, did not cost any more than the 5.82! and they advertised $1.99 !!

Business Response: Hello,

I left a voice mail in regards to the complaint and I have left my direct contact information ###-###-####.

Our website does indicate 1.99 shipping site wide. However, we also have the words "See details" on the page as well to give customers the parameters of our shipping charges. When that hyperlink is clicked the information that shipping is 1.99 per item is listed for customers to reference. I have included the link which displays this information for your reference.

http://www.liquidationchannel.com/pages/sitewideshipping.html

Also at the bottom of our website page we have many reference pages. One of which says "shipping policy" when that link is clicked it takes you to our general shipping policy page which also indicates that shipping is per item.  We appreciate your feedback, however we do provide the information about our shipping policies to our customers in more than one location. Even so we thank you for taking the time to provide your feedback in regards to shipping methods. This link has also been included for your reference.

http://www.liquidationchannel.com/shippingpolicy.html

In the interest of customer relations. Liquidation Channel will agree to refund the 30.00. Normally Rising auction items are actually 2.99 per item due to the Black Friday weekend we discounted the shipping to the 1.99. For future reference we also offer our "Value Bundle shipping" which is good for customers who are purchasing multiple items because it is a flat rate of 29.99. With this shipping method you can order as many items as you want for 1 calendar day (ends at midnight) and they will all go out UPS once they are packaged and shipped. With this shipping method there is only 1 shipping charge and it doesn't matter how many items the customers order.

In closing, your refund should be reflected within 5-7 business days it does depend on your banking institutions policies.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (the refund of $30) is satisfactory to me, personally.
I do, however, still feel "per item" should not on an underneath layer, so that it does not "misrepresent" at first site.

I took a pdf of the site yesterday... and there is two mentions of $1.99 shipping in bold site...and I feel they should say $1.99 S&H Per Item IN BOLD SITE.


Regards,

********* *****

11/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: All my jewelry was broken and no one in customer service would help me. They are rude and not helpful at all.Gerald Templeton was on TV and I sent an email for them to tell him to call me and as of 5:45 Indiana time he still has not called. Also this is not the first time my jewelry has came to me in the same way.

Desired Settlement: New jewelry and 1,000 dollars to spend on jewelry from them.

Business Response: 11/14 the customer talked to a CS agent who facilitated a return for the items in question LC17617965/1842304 and LC17617965/1848942. A return label was sent for the defective items via USPS mail. This call occurred close to 12pm CST. Therefore, we have offered to compensate the customer once the items are returned according to protocol which is listed on each invoice. The customer indicated to the CS agent she was unhappy about having to return the items in order to get a refund, she was also upset about poor packaging of the product. The packaging complaint has been given to the proper department for further investigation. A few hours later around 3:30pm CST the customer called again indicating she was unhappy about the returns process. At 5:35pm CST an escalation specialist contacted the customer in regards to the email the customer sent requesting Mr. ******* to contact her. Mr. ******* did not contact her directly because the customer service department handles escalated complaints. The escalation specialist reiterated to the customer that we cannot process a refund without the products being returned. Although we understand the customer is upset about receiving defective items we have followed the protocol to get the returns from her in order to give compensation. In addition to this each call has been reviewed and it has been determined that each agent assisted the customer correctly. However, there is always opportunity for improvement. Therefore, the management team will ensure all agents receive coaching to help them handle escalated matters better in the future.

I contacted Mrs ****** personally on 11/15 and explained to her that offering a return label and facilitating a return would be considered providing assistance. I also explained to the customer that Mr. ******* didn't contact her because that is what the CS team is for. She felt that he should be able to contact her because he is running a business. I thanked her for her feedback but indicated that is what our department is here for. The customer also felt that if she was offered a store credit for this situation she may have felt assisted better. The customer disconnected the call before I could indicate to her I am going to give her replacements and not to send the items back. But I also indicated that going forward all additional defective items will have to be handled by the normal protocol. I called back and left a voice mail indicating I was sending replacements. The customer indicated in her desired settlement that she was 1000 dollars to spend with us. Unfortunately we are unable to accommodate that request. However, we are sending replacements to ensure the customer has the items in time for gifts. Therefore we feel that the complaint is being resolved amicably and quickly.

11/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over the past four years I have purchased products from the Liquidation Channel amounting to thousands of dollars. Whenever an item has been returned to the company, they issue a credit to my account. Here's the problem, they so severly limit access to my credit dollars, that it seems completely unfair and discriminatory. I just spoke to customer service and was advised that certain steps can be taken when ordering online, but options to this affect are NOT OFFERED ON THE PHONE PROMPT, in writing, or listed anywhere on the website. How can they get away with this? I have had the existing credit for about a year, but have been unable to access the dollars unless I order only from their specific online section. PLEASE NOTE AND HELP ME RESOLVE THIS UNFAIR BUSINESS PRACTICE. Thank you.

Desired Settlement: The business needs to revise their credit/refund practice.

Business Response: I have refunded the credit in question back to the method of payment to the customer. I have explained to the customer the instances where Store credit may be applied versus a refund. We also talked briefly about how to use it. She has given feedback about the utilization of store credit. I indicated to her that her feedback is valuable and that I will share her feedback with upper management. The customer also understands that our utilization of store credit is in no way intended to be deceitful or keep the customer from being able to use the funds. Nevertheless, she is glad that I called and that we have reached a resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,
****** *****

10/31/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have ordered since 2013 from these folks various pieces of jewelry for myself and family members for gifts etc. Over the past 4 weeks, I have received not one, but 2 items that were the incorrect sizes that I ordered. I called and no one in customer service would help me with this issue. Then tonight, I called to place an automated bid for a ring, and couldn't find my magnifying glass to key in my new credit card number, all of the sudden, it places me with "********" who told me that she saw that I placed an order, but she couldn't take my payment on the phone, I needed to call back in an hour. That means that normally the item has sold out, even though I tried to pay for it and the system went automatically to the customer service rep. She told me that this was the new policy of the LC Family. What a crock. What kind of customer service can't take a payment on the phone especially since she supposedly saw that I had the item in a que? Also, lets talk about the quantity of items that they list. There are days when they only have 12 of an item, then magically it turns into 50 or 100/ That is false advertising I believe. I could show you times as I take pictures or screen shots to prove this.

Desired Settlement: I want my items corrected that I ordered to the correct size: 10, not a 6 or 7 Next I want the customer service rep. ******** reprommanded and if that is a policy, then you need to change it Last I want a full apology because I feel that you do not care for your customers at all.

Business Response: On 10/2 I contacted the customer to speak with her about the complaint. The first order in question is INV:********** Item:*******. The customer indicated she received a size 7 versus a size 10. I opted to refund the product as I did not have replacement to send to her.
The second order in question is INV:********** item: *******. The customer indicated that she didn't order the size 6 ring. I indicated to the customer that this product was ordered on the automated system and not through an agent. Nevertheless, in the interest of customer relations I processed a refund for this product as well as I didn't have a replacement to send her in a size 10. Although I was unable to replace the rings in question she was glad to receive a call in regards to her complaint. I also gave her my direct line if she had any other questions.

10/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a blue diamond ring and matching earnings in August 2013. I wore my set only once last Christmas and put it away neatly in the box that they came. Last month I took out my set to wear it to a meeting and noticed that the blue diamonds were discolored. Some of the diamonds had turned white! I contacted Liqudation Channel that day and advised the customer service person about what had happened. The customer service person kept saying that since the item was bought one year ago there is nothing they can do about it. I told them but how could a blue diamond turn white and I was told "I am not a Jeweler, how should I know." I was shocked! I asked for a manager and I was shocked to hear the same thing. They kept telling me that I cannot return the item. I told them that I do not want to return the items, I want my set to be fixed, as I had bought a blue diamond necklace to match my set. I was told that they do not do any repairs and could not even refer me to anyone to get it fixed, and not even a hint as to why my blue diamond had turned white. I asked to speak with the customer service manager's supervisor and was told that I will be receiving a call, but that call was never made.

Desired Settlement: I want my set to either be exchanged or repaired.

Business Response: I have left a voice mail with the customer in regards to order on 10/1/14. I have given my direct extension ###-###-####. Due to the age of the order the product is outside of our warranty period be over a year. However, in the interest of customer relations we can accept the product for return for store credit for another purchase. Unfortunately we do not do repairs, for this reason this is why I am offering the option above to attempt to accommodate the customer as much as possible.

Consumer Response: Complaint:********

I am rejecting this response because: As I had mentioned, I also bought a necklace to match my ring and earrings and if I return my ring and earrings, I will be left with a necklace with no matching pieces. I also checked your website to see if I can find another 1 Karat blue diamond ring and/or earrings as my ring and earrings are 1 karat each, and was unable to find any one karat blue diamond ring or earrings with my original purchase price. So this offer is surely not a fair offer for me. Since your company is not willing to repair these items, I would like to take them to my local jewelers to first find out if these diamonds are real as I never thought a blue diamond could be discolored, and if so, I would like to see if it can be repaired. I would like to ask for additional time to see to this matter and will let you know of the outcome and the price to fix these pieces. 

Regards,

****** ********

Business Response: Our inventory is very extensive and we get new items on a daily basis. Therefore, although we update our website often we are always getting new items that may not be listed on the website. In addition, if there is an item that the customer would find satisfactory there is a possibility we can make an adjustment to the price to accommodate the customer if the item is similar. This is normally outside of our protocol however in the interest of customer relations liquidation channel is willing to do this to reach a resolution. For this reason, the resolution presented is fair because we are willing to get something similar so the customer can still have a matching set. If price is the issue if the item is similar an exception can be made. I have again attempted to make contact today 10/7 at 10:20am CST. I will attempt my next contact later in the day to see if I am able to catch the customer. We can work on getting a new ring. In addition, the customer can also return the matching pieces and we can work on getting a new matching set. We have several options available to meet the customers needs.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. As I had mentioned previously I bought a set of matching earrings around the same time and about a month or two later bought a matching necklace. I would like to get credit for all three pieces as I bought them to match each other. Please let me know what is the next step to take. 

Regards,

****** ********

10/9/2014 Problems with Product/Service
9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 06,30,14 I purchased some items for the LC. I received the package on 07/08/14, 2 of the items were damaged. I contacted LC that evening. I spoke to **** who told me they couldn't replace the items & could only issue a refund. I asked to speak to a supervisor. I received a call from ****** who told me he would send me a return envelope with instruction to mail back the damaged items for a refund. He said the return label would be mailed the next day. I hadn't received the return envelope by the 07/16/14. I called LC & after 1 hour of hold time, spoke to ******* who assured me the envelope was mailed out on 07/09/14 as ****** had stated. I would receive the package by 07/18/14. If someone had WALKED the package from ** to **, it wouldn't take 10 days for it to arrive! That was the 1st of a string of lies I've been told by LC. I received the envelope on 07/19/14. The print date on the return label was 07/17/14. The envelope was postmarked on 07/18/14. The so called supervisor had not mailed out the envelope as promised & ******* lied about it going out. I mailed the damaged items the next day. According to USPS it arrived at LC on 07/25/14. No refund was issued by 08/15/14. I called LC again & after another hour wait, I spoke to ******* again. First, she said the damaged items were never received. I told her USPS tracking indicates otherwise. She claimed to speak to a supervisor who told her the refund was issued on 08/14/14 & I need to speak to my bank to find out why the refund was not posted. I contacted the bank the next day & was told a refund hadn't been issued. On 08/20/14, I sent an email to **** ******. After some "research" she assured me a refund was issued on 08/21/14 and she "watched" them issue the refund. As of 08/26/14, a refund has not been issued and 3 emails to LC email have gone unanswered. It's so hard to believe LC has a AAA rating from BBB. This is a dishonest business with a group of either incompetent/dishonest individuals working for them. An F is too high for LC.

Desired Settlement: In addition to a FULL refund, I want a call or an email from a manger at LC with an explanation as to the reason I've been told one lie after another by their representative an supervisors and why they feel it is OK to hold on to customer's money for over a month after they received their merchandise back. Not only will I not shop there again, I will tell everyone I know who may ever consider purchasing anything from LC to reconsider and buy from other shopping networks such as JTV & QVC.

Business Response: I have called on 8/27 and spoke with the customer today. In regards to the return label in question we acknowledge there was an error with the initial label requested and it was not sent. In addition in regards to the refund in question I have contacted the bank and spoke with a representative about the refund of 36.97. A dispute was filed with the credit union company, for that reason when the refunds were placed through on our end they didn't complete because the dispute was still active. As of 8/21/14 Liquidation Channel accepted the dispute and responsibility for the refund as the customer did send the products back to us. According to the bank representative the dispute process can take up to 45 days. In addition she stated that our mutual customer should be contacted by the bank about the status of the dispute since we have accepted responsibility for the refund. She was very understanding once I explained the situation and we have made arrangedment to speak again on 9/2 to follow up.

9/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: this is a complaint undelivered items bought from the "LIQUIDATION CHANNEL" (jewelry) the items called though this phone number ###-###-####. I want to complaint deliveries of items ordered and non-delivered: June 30, 2014 through August 18, 2014, total amount of monies "LIQUIDATION CHANNEL" taken out from my bank account is owed to me is $260.59. Sincerely yours, ********* ********

Desired Settlement: I would very much appreciate that this business informs me a rapid response and that they send me a check for the listed above of $260.59

Business Response: We did not receive an initial call about missing orders on 8/26/2014. Orders from June and most of July are too far back for us to investigate with the post office. However, in the interest of reaching a resolution we are willing to process refunds. However, we are requesting the proper shipping address is confirmed with us to avoid any errors on future orders. We have established several pieces are coming to us according to the tracking as well. Therefore we can confirm there are packages the customer has not received yet. I have attempted contact on 8/27/14 with my direct contact information. I will try again 8/28/14 in order to present the resolution to her.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,
********* ********

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The first time I order their products, I had no problem paying for my items online. The next 2 times, I tried to pay online - their system would not complete the transaction. I tried several times with my Credit Card - that I had used before. I then tried PayPal - thinking that might work. I had to call to pay by phone. Each time I waited over an hour to get assistance. Totally unacceptable. I asked what was the problem - but got no real answer. On one call - they stated I was 2nd in line - that was one of the calls - I had to wait an hour for someone to assist me. I informed the individuals that processed my payment that I would not be doing business with them again - They must not have enough personnel to help them. They need to fix their payment software. How Sad - ******* *. ****

Desired Settlement: A phone call would be appreciated that they have fixed their payment systems. They need to inform individuals waiting on the phone how long the wait will be.

Business Response: Attempted contact on 8/27/14 the voicemail box was full and I was unable to leave a message. First, we want to apologize for the inconvenience caused by issues experienced with the payment system.We are aware of the technical issues that some customers have been experiencing over the past few days. And we have been working very diligently on making sure that this is corrected. We have escalated the matter with our technical department as well in order to reach a resolution more quickly. Please do not hesitate to call me directly at ###-###-####. I will attempt to initiate contact again. Your feedback is important which is why it's very important to speak with you about your experience.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I cannot read it. It comes out very light and when I printed it the font was so small I could not read it even with a magnifying glass.

Please send info again in a readable format. I have a new computer - Windows 7 - so the issue is not on my end.

******* *. ****

8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This last transaction was the third time this practice happened to me. On July 25, 2014, I won an online auction for a pendant for $15.00. You have 48 hours to pay for the item won. I was bidding on some other items during this time with no success. On Sunday, July 27, I paid for two items- the pendant and a $5.00 ring. I received LC's shipment notification e-mail on the ring on July 29 but it did not list the pendant. On July 31, my credit card statement showed a LC refund in the amount of $19.48. 15.00 for the pendant, 2.99 for shipping, and $1.48 for tax. On Aug 1, I called LC's customer service @ 7:00 am to inquire why they refunded the cost of the pendant and they stated "Upon pre-shipment inspection they found "something" wrong with the item, like a stone missing or something so they just issued me a refund . Never got a phone call, never got a e-mail was my response to the rep's question. I kindly explained to the rep that my frustration was not directed at her but this was the third time that this had happened to me where I win an auction for a highly sought after / valuable item for cheap price and LC turns around and says they couldn't find it in their inventory or there was something wrong with the item so they couldn't send it to me. They have sent me several items before with stones missing, laying in the bottom of the bag, scratched gem stones, settings with broken prongs, earrings entangled into a broken chain, carat weights visibly different on same two item numbers and the one time, when again I won a NICE rodochrosite ring surrounded by pear shaped white topaz stones, I opened my package only to discover that there was a white topaz stone missing in the ring. I immediately took a picture of it and emailed to them and then called customer service. They instructed me to send it back, I would be refunded. No repair and no replacement of just the one stone that was missing just sent to me, could be worked out. They just wanted the ring back so they could just reauction it for a possibly higher price than what I won it for. My point is, their pre-shipment inspection is BS. I don't understand how a company can get away with advertising items in a auction, no disclosures that the item has any imperfections and not deliver the same item advertised once it's paid for in full. If there is a stone missing and it wasn't missing in the auction picture and description, then they should by law furnish the item to the payee. I know the saying "you get what you pay for" but with this company if the price ain't right, you don't get what you paid for.

Desired Settlement: Investigation of this company's practices and a copy of a book on legitimate and successful company practices sent to the owners and president.

Consumer Response: I would like to correct an item I proclaimed  that I payed for along with the item in my dispute. I had said it was a ring when it actually was another pendant that I payed five dollars for. I just opened this package today and wanted to share with you the condition of the item. Not only is there a white round blotch on the stone but as you can see from the photos the stone has a very noticeable gap at the top because the stone is too small for the casting. I took pictures from different angles so that you can see it's not just reflecting off the light. If the Liquidation Channel does a so called pre-shipment inspection, why did they send me this "flawed" piece of jewelry. I also included a picture of the actual auction page showing what I was suppose to have received.

Business Response: Hello Ms. ******,

I attempted to call on 8/6 but was unable to leave a voicemail. According to our inventory item ******* is unavailable at this time. We do understand your frustration and we are sorry this has happened on more than one occasion. Our personal shopper department is willing to find a similar Northern Lights Mystic Topaz pendant for you! I would be glad to make arrangements for one of them to contact you with the items they have found. My direct number is as follows: ###-###-####. In regards to the merchandise that you received the condition they came in is unacceptable and I would like to speak with you directly about that. I will attempt to call you again later today 8/6/14. I look forward to speaking with you so we can reach a resolution!

Consumer Response: Complaint: ********

I am rejecting this response because: As stated, they cannot furnish an item I won in their on line auction.  I'm done dealing with this type of business and I tired of dealing with "Forrest Gump" jewelry - You never know what you're gonna get.

Regard

***** ******

8/4/2014 Delivery Issues | Complaint Details Unavailable
8/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchase several thousand dollars worth of their jewelry on the rising auction from the Liquidation Channel. Thus given many items to churches for flea markets, etc. I have worn two watches and my husband one in the last month and they have quick working. I have over 50 left. Also, I have been giving the sterling silver jewelry ( probably over 75 plus pieces ) to friends and family members and found that most of these items have tarnished and have never been worn. They are still sitting in their original boxes. The last shipment I received (last week) had two broken items. This incident was addressed along with the above problems in an e-mail and the response really dealt with the questions posed. LC's response was that I purchased items "as is" or "where is". I have never heard that these items were "as is". LC usually indicates that the watches have Japan...movement and batteries will last 2 to 3 years. This is not the case. Unless the watches I purchased were old to being with or were returned items to LC by other customers. I have taken the liberty of reading past BBB complaints for this company and found that everyone of them is accurate, except for receipt of the merchandise. I am very satisfied with the promptness of their deliveries. I do find it extremely hard to obtain a refund when applied to my credit card account. I would probably not be sending this complaint but they did not fully answer my e-mail and I was shocked to find out that items on the rising auction are "as is".. I have read their terms and conditions and unfortunately cannot find this type of wording. I started buying from them in the latter part of September 2013. Recently, I wore a ring for the first time to a casino and the stone fell out and landed in another player's chair. What an embarrassment. I understand that they have a time limit on defective products but there is no way I can wear all of the items I purchased to ensure that they are in good working order. I am unfamiliar with what your organization really does to correct problems. But after reading the complaints registered by LC no further action is deemed appropriate once they indicate a refund or indicate to you a call to the customer has transpired. I would imagine that many customers are not cogizant on how to handle their complaints or dissatisfaction for this company's continued problems, so they just accept inferior quality. I am going to assume that no follow-up is made by BBB to ensure that not only is the customer satisfied with a response but that LC does not continue to treat its' customers in the same manner. In the past, I have not experienced a problem with damaged items but all of a sudden, things seem to have changed.

Desired Settlement: My desired settlement are indicated in my desired outcome. My desired outcome is that they fully answer the questions directed to them in my e-mail; that they prove to me that there is a policy in writing that items purchased on the rising auction or "as is"; that they make adjustments for damaged merchandise; and they are more accommadating to their customers, especially those spending an excessive amount of money.

Business Response: I have attempted to call the customer today on 7/23. However, I was unable to leave a message. My direct contact information is ###-###-####. Items from our auction inventory tend to be the last of a certain item. However, if there is a defect with the product that item is eligible for return if it's with 30 days. Products are not considered "as is" we apologize for any incorrect information that the customer was given. We are glad to work with the customer on any defective items that she has. In regards to the Japanese movement watches they work based on the movement of the wearer. If the product is still not working while it is being worn and it's been subjected to movement then we are going to consider that product defective. I am going to attempt to contact the customer again in order to continue to reach a resolution with her.  

Consumer Response: Complaint:********

I am rejecting this response because:

Regards,

******** ******

I have an e-mail in my folder where they indicate "as is" or "where is".  As far as anyone contacting me, I was home all day on the 23rd.  I do not answer calls that indicate "out of the area"/unknown name.  If they truly called I have an answering machine that would have been able to record the message. 

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Business Response: Liquidation Channel is not associated with the company listed within this email within the customers response. I have spoken with the customer today 7/25 and verified this information with her. All of our emails end with Liquidationchannel.com not liquidation.com. In addition the contact information given to the customer is not our telephone number. I believe there was a misunderstanding. She was very receptive to the feedback. I explained to her the products in question do belong to us****** is a brand that is exclusive to Liquidation Channel. The customer had to leave due to a personal engagement. However, I am going to touch base with her again to find out specifics about the products she is having products with. I have also contacted the customer again and left a voice mail reiterating that liquidation.com is not a company that is associated with Liquidation Channel. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

******** ******

8/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on 7-14-14 @11:19 AM...for a blue topaz ring. I waited more than 15 days to see if the ring would come in the mail. As of this date I have yet to receive it. I phoned the customer service number 7-30-14 @9:P55 PM. I was told by a representative named ***** that the ring left the company on 7-19-14 and made it to Kentucky but he could not see it ever leaving Kentucky so he felt it must be lost in the mail and he said he was transferring me to another rep. when a lady named **** came on the line she said are you wanting to place an order I said no & told her my issue she said this was the order line & she would transfer me to another rep, when someone came on the line it was once again ****. she said this was the order line & did not understand why she couldn't transfer me back to customer service, then the line went dead. I called back again & the call dropped again. No one was interested in helping me and after trying until 10:20 PM I gave up! I could never get anyone that was able to get me to customer service. The little information I did get was by ***** by pulling up my account and seeing where I had placed the order..

Desired Settlement: I would like to the ring I ordered & was charged on my credit card, or my money back...My first choice would be to have the ring. Either way this matter needs to be resolved one way or the other.

Business Response: I have spoken with the customer today in regards to LC17401139/1766240. The tracking does indicate the product is stuck in transit. In interest of resolving the complaint I have requested a reshipment be sent out for the item. The new order number is as follows LC17696023 the reshipment should arrive within the standard 5-7 business days. I have given the customer my direct line if she would like to reach out to me. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******

7/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called on Saturday July 18 at 12:35 pm to order a bangle bracelet #680142 (red) for $119.99 - retail value $1,469.99. I didn't receive any additional information about the delivery date or how much I would have to pay. I was asked if I wanted to open an account and asked for the last 4 digits of my social security #. Then the phone was disconnected. I am not sure if it was legit or not. Please help resolve this problem. I called the customer service ####-###-#### and was on hold for about one hour, and never got to speak to anyone.

Desired Settlement: To be informed of what happened.

Business Response: I spoke with the customer in regards to the complaint. Her order was placed on our automated system. This is the reason why the customer was not given additional information about her order. Also, the order was placed utilizing Bill Me Later which is a payment method that involves giving the date of birth and the last 4 of the SSN. I explained this to the customer and she understood what happened. Let her know what the customer service number was if she had further questions. In addition, I stated to the customer if she wanted to return the bracelet for the confusion she could. Customer was very receptive to the call she just needed some clarification. 

7/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recieved an item on auction which was to be new which arrived in used condition, which I believed to be a customer return, when contacting company over several conversations they agreed to replace them item with a new item thru a special order if I returned the item to start to process, the company defaulted on the agreement by issuing a refund and not fulfilling there special order as agreed,

Desired Settlement: The company to stand by there original agreement or return the ring I originally purchased

Business Response: I have confirmed with the personal shopper team that the customers special order has been placed and should be arriving at our company within 2 weeks. Special orders are made directly from our manufacturing facility, therefore it takes longer than a normal order. Liquidation Channel acknowledges that the return was processed for a refund due to an error. Nevertheless, the order is still going to be sent out the customer because that is what we promised. Therefore the liquidation channel is standing by the original agreement. I have left a voicemail with the customer indicating I would check with the PS team. I will initiate contact with the customer again to relay the new development. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ******

5/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This particular business is committing fraud by selling fake items as real. It claims to be selling real stones in their jewelry while they sell fakes. They misrepresent their products by inflating the retail selling prices, quality and actual material and stones that the jewelry is made of.

Desired Settlement: This company should be placed out of business and forced to reimburse their clients for all the fraudulent jewelry they sold.

Business Response: on 5/14/14 I have attempted to call the customer however she was unavailable. So I am going to follow up again. However, I wanted to respond to the complaint regarding the authenticity of the product in question. ********** is described as a Niassa Ruby Pendant. Unless the description states otherwise all of our products are authentic gemstones. We have certified gemologists in house that can confirm the authenticity of our products. In addition to this we manufacture the majority of our products from raw gemstones to the final product. If something is simulated or lab created the description will state so. We stand behind the authenticity of each our products. With that being said, if the customer is unhappy with the product in question we are glad to facilitate a return as a courtesy for a refund.

Consumer Response: Complaint: ********

I am rejecting this response because:

No one has contacted me yet.  I'm at work during the day.  I'm still waiting on the results of a gemologist who is verifying the authenticity of the stones.  If the stones happen to be authentic as stated on the invoice, I'll be more than happy to apologize for the inconvenience.  However, if the stones turn out to be glass, I would suggest the BBB takes further action. 

Regards,

******** *******

Business Response: When I have attempted to call a gentlemen answered the phone on 5/14 indicating you would be available around 4pm. Due to my personal schedule arrangements have to be made to attempt another call. However contact was initiated by liquidation channel. But personal contact was not made with you because you were not available. The liquidation channel will gladly accept the product back for a return for a full refund. I will attempt to initiate contact again today 5/15.

4/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have received several pieces of merchandise that were defective or damaged. I returned the items within 30 days, including a copy of the invoice as requested and using the company- generated mailing label. The company is not prompt about processing refunds. They claim they do not refund shipping charges ($2.99 + tax per item) unless THEIR return dept deems that the item is defective or damaged. All items returned have been defective yet the company refuses to give me an accounting of any of the refunds issued. They have yet to notify me of a single refund although I have seen some credits posted on my ****** and **** accounts. However, there is no explanation of which specific items have been credited or the actual amount credited. I have repeatedly requested this information and the company is completely unresponsive. I would like an itemization of the amounts credited on each item returned.

Desired Settlement: I would like an itemization, including dates and item numbers, of refunds issued or replacements issued. If my shipping charges were not refunded, I would like an explanation as only defective items have been returned.

Business Response: When the liquidation channel facilitates a return with a customer we discuss in that initial conversation if a product is going to be processed for a refund or a store credit. That is information the customer has before the product is actually returned. If a product is defective we do refund the entire purchase amount to the original method of payment. However, our refunds are set up that the refund for the item and the shipping are processed separately.  This allows us to control the amount of the refund more easily if the customer had multiple items in an order.  This may be what is causing confusion.  When the refund is processed back to the payment method  it appears as 19.99 and 2.99 rather than 22.98 for example. The customer communicates with us often and each agent has assisted her with issues that have been presented. In addition, she communicates with us often via email about refund inquiries and the agents give the information to the customer. Therefore, we communicate very often with her about refund inquiries.  We do apologize that the customer has received defective purchases. And we will continue to assist her to the best of our abilities. Normally we do not provide itemized lists for refund information as that is communicated when the return is facilitated. We have very open communication with customers that way they are aware of what is going to happen with the product once it arrives. However, in the interest of customer relations we will provide an itemized list of the most recent refunds. We ask to be given until the end of the week as gathering the information is a manual process.  We will email a copy of it and send a hard copy as well on of before 4/27.

Consumer Response: Complaint: ********

I am rejecting this response because:

i agree with the fact that I communicate with the company often.  There have been numerous issues such as:

•. Winning auctions, paying for an item and then not receiving it
•. Paying for an item and then finding out the company advertised it but it was not even available.  Although I received a refund, the company had not even advised me which item the refund was for
• Winning an auction and then receiving a completely different item than the one pictured
•. Having one item pictured for the auction and a completely different item pictured on the description

Since I have purchases dozens and dozens of items and also returned several that were either damaged, defective, or completely different than the item on which I bid, it is important to know which of those items have been refunded.  Calling the Customer Service department can incur hold times of 30 minutes or longer.  I have left messages which have never been returned. Therefore, I began sending emails to Customer Service asking for clarification of refunds or whether I will get replacement items but I am not being given the information.  I have never been issued a store credit for any returned items.
Regards,

**** ********

Business Response:

I have responded to the bullet points one by one.



•. Winning auctions, paying for an item and then not receiving it

On 1/11 we confirmed through email correspondence with you that due to we were unable to ship an item to you due to it didn’t fit our quality standards.
On 1/12 you had a phone conversation with an agent that also went over that information with you.
On 3/3 we had correspondence when another instance occurred and you were notified via email.
We deeply apologized that his has happened more than once. However, rather than send an item out that did not fit our quality standards we felt the best decision was to refund. We acknowledge there a an error with those occurrence and our quality control manager has been advised of the situation.

•. Paying for an item and then finding out the company advertised it but it was not even available.  Although I received a refund, the company had not even advised me which item the refund was for
I have confirmed the two most recent occurrences you were not initially notified correctly we accept that was an error.

• Winning an auction and then receiving a completely different item than the one pictured

For any damaged or defective or incorrect items we facilitate returns to correct the issues. And the notes on your account indicated that we have addressed each matter with you.

•. Having one item pictured for the auction and a completely different item pictured on the description
Anytime a customer reports an incorrect photo to us it is reported to our photography department for correction.

We currently do not have hold time in excess of 30 minutes. Currently we have no wait time at all. That is not to say in the past the hold time may have been longer than normal. However, due to recent changes and tremendous growth the wait time has been less that 2 minutes recently. Every defective item that has been reported has been addressed. Once again we will give an itemized list of refunds by 4/27. We are asking for this time because gathering some of the data is a manual process. In the interest of customer relations I will apply a ** dollar store credit that can be used on the online store and products on the television only.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

However, I do want to add some information. I have reported  items that had one picture and a completely different description.  I was told the situation would be reported to the IT dept. The last time was two weeks ago and the item has never been changed.
Please check the listing for item #****** and you will see just this last incident I reported.

I am very glad to know wait times have been reduced because I have waited 20 - 30 minutes before and only one or two times have messages left been returned.

Customers buy things we really want. When the item is not as described or arrives damaged, it is through no fault of our own.  We have a right to be advised of how the company has resolved the issue and what the financial outcome is. That is not only good customer service but good bookkeeping for both the business and the customer. Orders are posted online.  Credit adjustments should be too so that customers do have have to resort to BBB complaints in order to find out the outcome of returned merchandise. Even a quick email informing us of what has transpired after you received the return would suffice.


 
Regards,

**** ********

4/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On numerous occasions this company has debited my bank card for additional charges that they were not authorized to charge. In addition this company has continually sent out defective items, used items and previously returned items. Customer service also refuses to immediatly correct mistakes that they have made and instead tells the customer that they would have to make another purchase and spend additional money to obtain the correct item. Customer service refuses to allow the customer to speak with the supervisor and states that a supervisor will call the customer within 24 -48 hours. However the customer never recieves a return call. The supervisors avoids the customer complaints. On one occasion the customer service agent ordered the wrong item. Once this was discovered I notified customer services to inform them that I did not order the particular item that was shipped out and that I would like for the correct itemn to be shipped. Customer service refused to corrrect the mistake and told me that I would need to pay for another item to be shipped.

Desired Settlement: This company needs to be cited for their continued unacceptable practices and horrible treatment of their customers

Business Response: A callback request for a supervisor was submitted per the customer request on 4/18/14. We address every escalation that we recieve. However, they are addressed in the order they are recieved in an effort to be fair to all of our customers. Protocol indicates we cannot call after 9pm. If it was past 9pm once we got to this particular callback request then the call is made promptly the next morning to assist the customer as much as possible. The initial agent she spoke with attempted to facilitate a return for the incorrect item. In addition to this the agent gave a $** customer relations credit for the inconvenience of the incorrect item being ordered. We acknowledge that an error was made with reordering an item for the customer. For this reason I have requested the correct item ship out. However, I am still requesting that the incorrect item be returned. We appreciate the customer and are always here to assist in any way that we can. I spoke with her today 4/19 indicating to her that I have reshipped the correct item to her and that I am requesting the incorrect one be returned. She requested a return label be emailed to her that way she can send it back as quickly as possible. I have facilitated the label for her. The customer was glad that I called. I assured her that we do not send used items to customers as that is not within our protocol. Items that are not up to quality standards are not reshipped to customers. They are not stored with items that go out to customers. She disagreed with me. However, she still appreciated the clarification of how the returns are handeled.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Regards,

************

4/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: -They claim they have an all sales final policy yet it is not stated anywhere during the shopping process or payment process. -I was missing a bracelet I won yet it was charged and invoiced to me even though they were aware they didn't send it. -Another bracelet I received was different than pictured, which they were aware of, but still sent out something else. -I've received multiple items with obvious defects.

Desired Settlement: I feel like I've been taken advantage of by L.C. and simply want to return items I simply changed my mind on.

Business Response:

Our return policy is listed under our website FAQ's. In addition to this our return policy is listed in the terms and conditions please see excerpt below: 

Return Policy

Liquidation Channel does not offer a return policy as we guarantee lowest prices on our products. However, from time to time LC may designate certain items as returnable under the provisions outlined below. All sales are final unless an item has been specified and labeled as returnable.

The website that contains this information is: http://www********************com/terms.html


Therefore, Liquidation Channel reserves the right to not accept returns. However, if the product is defective or incorrect we absolutely will accept the returns as we do stand behind our products. Liquidation Channel has accommodated the customer by accepting returns for products that were not defective. Most recently on 3/29 a customer service agent agreed to accept
********** *********** ******** ********** * ******** None of these products are defective and we have opted to accept the return in the interest of customer relations. We shall continue to accept products that are damaged, defective, or incorrect. In regards to the product that was relisted after the error was brought to our attention a customer service agent requested removal of the product to prevent future issues. We do appreciate the customer feedback in regards to that product. We will make every attempt to assist the customer in the best way that we can. We are now available 24hrs a day we are also available through chat and email as well.

Consumer Response: Complaint: *******

I am rejecting this response because:
No where during the shopping process do I see the no return policy.  
You'd think this statement would be made during the payment process
but its not until you want to make a return that you find this out.
 
Regards,

***** *********

Business Response: Hello,

********** item ******* Dionne's Hot Pick Royal Bali Collection Sterling Silver Nickel Free Borobudur Bracelet (7.5 in, 2.5 mm, 9.20 g) was refunded to the method of payment a Mastercard ending in **** on 3/10 . This information was relayed in an email by a CS agent on 3/19. We do appreciate your feedback in regards to our policies. However, we do list the information in our terms and conditions as well  as on the back of our invoices. In addition our terms and conditions state the following:

You agree to review these terms of use each time you use this site. Your continued use of this site after any changes to these terms of use are posted will be considered acceptance of those changes. Before using this site and each time you use this site, review the LC Privacy Policy You may only use this site as set forth in these Terms of Use. This information is located on this link: http://www********************com/index.php?file=allfile&id=5

Even so, your feedback is still greatly appreciated in regards to our policy. And we thank you for being a valued customer. We are willing to work with you the best way that we can to continue to resolutions with products you may be unhappy with.

4/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 3 pieces of jewelry totaling around $100.00 worth. One piece in particular I have been waiting over a year to order for myself till they had it in stock again and I had the money to order it, the other two were for my daughters birthday gifts. I never received these items that should have been received on the 7th or 8th of march, they were ordered on the 1st, of march. I have always received my orders. I had checked online with the tracking number and no results were found . I have tried to contact the business multiple times and was supposed to get a call back and never have. I DID NOT receive these items, the liquidation channel would be able to tell by the tracking number to see if it was delivered or not as the postal man scan the items when they have been delivered. I have been a long standing customer and would just like to resolve this matter PLEASE.

Desired Settlement: I would just like to have these items replaced as I have not received them , I have been waiting a long time for the item for myself and would like the other items as well. Please do not charge me for anything shipping costs , NOTHING. It is not my fault or matter that they were not delivered or lost in transaction of delivery. The tracking number provided did not even provide any results to show if it had even been received for delivery. I have no idea where my package has gone but if it shows up on tracking you can have it returned to the returned address if my items are replaced. PLEASE PLEASE REPLACE my items! It would be nice to have them express delivered as I have been waiting long enough already.

Business Response: Hello,

We deeply apologize for the package not arriving to the customer. The orders in question were 3/1/14 and according to the tracking the package became stuck in transit as of 3/5. On 3/11 we submitted an investigation with the postal service. And the postal service declared the package lost in the mail. On 3/21 the investigation was official closed. We unfortunately didn't have any replacements therefore a refund was process on 3/21. In addition to this for the inconvenience I have applied 15.00 store credit on the customers account. She can use the credit on her next purchase. Store credit is usable for products on the TV and products that are on our online store as well.

3/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Sundays, the channel offers everything for $9.99 and $1.99 or $1.98 shipping. I knew I had enough in my account to order an item and not go overdrawn. They charged me the $9.99 and $29.99 SHIPPING, which caused me to go overdrawn and charged me $30 more dollars. I am on disability with a son in college and my husband died 3 years ago and things are hard. I called them, I had to wait from 5:30 until am then they didn't answer until almost 7:30. I have had problems with them before over things which I will file at another time. The girl offered to reimburse the difference in shipping but I am still out the $30 that my bank has charged me. I asked to speak to a supervisor, she put me on hold and then came back and said they could send a fax or put me on 3 way calling (the credit union doesn't open until 9am CST which was over and hour and almost a half!!!) I have just got my account with the credit union where it isn't overdrawn and told them I wouldn't be overdrawn anymore on FRIDAY! This may sound trivial but to a widowed woman on disability with a son in college where every penny counts it is very serious. They should be responsible for the $30 that the credit union charged me because, frankly, I don't have it.

Desired Settlement: For them to take care of the $30 charge the credit union has charged me, because as I said I DON'T HAVE IT! I get paid once a month and by the time I pay mine and my son's bills I may have enough to spend very little on my self and they have made it to where the credit union could cancel my membership!

Business Response: The customer contacted us today and spoke with a CS agent. The CS agent refunded the customer 28.00 on ********** that way she would only be charged regular shipping and handling charges. In addition the agent has emailed the customers financial institution  at ************ *********. The email sent indicated that the shipping charge occurred in error. In addition to this, the agent has also sent a fax to the customer financial institution requesting that the overdraft fee be reversed on the customers behalf. We are truly sorry for an inconvenience that this may have caused for the customer. However, we have taken several steps in order to rectify the issue for her in a timely manner.

3/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It has been about two months now,that I noticed numerous of charges from this company on my American Eagle statment. Since,then , I have contacted my bank, as well as This unknown company. On I spoke with "*****" from Liquidation channel @ ************** on 2/**/2014. she told me that there is no record of my account number with them for any order. I called back ,asked for a supervisor, who then left me a voice mail,stating she too could not find anything under my name or account number. I waited for my next statement, I called them again, only this time to be told,yet by a differnet supervisor,that there was two charges made on my old acct# on ****** & 12/**/13. Which is what my initial call was about to begin with. She further told me ,that they are investigating, and she confirmed my address as : * ********* ******, *********, ** *****., during which time, I correct her, that the apartment # is missing. this information of my address is incorrect. There are two *****"s that lives in this building. my correct address is: * ********* ******, *** **** ********* , ** *****. I further asked how the package was delivered, where at this address was the packages left, and she could not tell me. Upon further investigation on my own, I found out that they shipped through "***", and the delivery person, left the packages outside in the side enterance drive way. All, in all actuality, I have never heard of them, and never ordered any of their items,Yet the merchandise was left outside in side enterance of the complex, not in the front or rang my bell, nor did I sign for any packages form Liquidation channel at all. Yet, the charged my **** card in the amount of $750.00. I refuse to pay for items in which I did not order or sign for delivery, nor has ever heard of this company in the past. I further dispute the charges , because, Liquidation does not have a complete ,and correct address on me. Especially when this account was canceled, and new card was sent to me, due to someone else contacting my credit card company, changing all of personal information on my account with ******** ***** several times, which I am still dealing with. They even changed, according to the representatives at **, my email address, social security number, address, phone number, as well as date of birth. I have filed an *** Report as well,as a police report regarding these issues. I Would like to see a full credit on my **** card for the full amount of $750.00, in which Liquidation Channel has charged my **** card with all of these unauthorized/ fraud charges .

Desired Settlement: I Would like to see a full credit on my **** card for the full amount of $750.00, in which Liquidation Channel has charged my **** card with all of these unauthorized/ fraud charges.

Business Response: The account in question was registered online. Therefore, no call with an LC agent occurred. For a successful registration to occur the name address information has to be entered in. The shipping address on the account is * ********* ****** *** *****, which according to the customer is the correct address for her apartment. Therefore, we do have a complete address on file that was entered in during the registration process.  Although *** is a shipping partner with us, they do not do the final delivery the post office does. According to both tracking numbers ************************** and ************************** the products were successfully delivered to the correct address. There are total of 15 orders in question. All of these orders occurred on our rising auction and have multiple items attached to the invoice. The rising auction process involves customers bidding against one another. Once a winner is declared the product has to be selected to checkout. For an order to be processed complete address information and complete card information has to be entered in for every single order as we do not store card information. In addition, the name associated with the card  is ********, which matches the name on this complaint. We would be happy to accept the products back for a refund to the original payment method to rectify this issue.

3/22/2014 Problems with Product/Service
3/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased five items with my credit card a month ago and have not received them.

Desired Settlement: I would like them delivered or given a full refund.

Business Response: When viewing the tracking it appears the item was caught in transit. Because we cannot confirm delivery of the products we have opted to refund the customer per her request.

3/4/2014 Advertising/Sales Issues
2/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered jewelry from the Liquidation Channel in late December 2013. One necklace with a cross came to me broke, #**************** chain was broke. A man's chain never was sent ,saying I didn't order men's 20" chain which I have the invoice that say different. I also ordered a stainless steel bracelet,#*******/** * *** that I never received., also a Genoa Abalone Shell Watch, # *******/** * **, it broke the very first time I wore it. I did not call them on the watch, was tired of hearing them saying it was my fault so I'm going over their heads and filing a complaint. The invoice number on the 20" chain # *******/** * **. Now I think this is a little much. They said they would credit our credit card for the items but that's not the point. I ordered these items for a reason, because we wanted them! I'm hoping you can make things happen for us. I have the invoices on everything bought that day. Please help us resolve this mess and put the blame where it belongs, Liquidation Channel and their staff. Thank you, Mrs. **** ** ********

Business Response: Hello,

In regards to item ******* customer claimed that she never received initially. But once I called her she said she went over her order and she found it. Item ******* was broken I offered replacement but the customer wanted a refund instead. I processed the refund per customer request. Item ******* was already refunded January 16th by one of our team leads. The customer was happy that we called her and she is happy item ******* was refunded.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** ********

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/7/13 Sales Order# ********** ring ordered wasn't ring sent. Returned ring, but $2.99 wasn't returned because (told by ******* on 2-3-14 ) item wasn't defective, doesn't matter if right item wasn't sent, still have to pay for shipping. Not in the terms I read. On 9-15-13 returned Invoice # ********** Niassa Ruby ring, was shorted $1.00 in shipping. Was first told by ******* she couldn't do anything about it because ******** had already put $1.99 on card even though it was supposed to be $2.99. Finally said she would put it on my credit card on 2-3-14. We'll see. On 9-30-13 Invoice# ********** Brazilian Citrine earrings were returned because 1 was golden and 1 was yellow. No credit for shipping $2.99. Was told returns said nothing was wrong with it. She said even though they were a different color; technically, there was nothing wrong with it. I said would you wear a yellow earring and a golden earring? She said no, but no shipping was to be returned. On 10-11-13 Sales Order# ********** Mozambique Garnet earring were returned due to didn't get the brass coated with Platinum on part of the back side. Was $2.99. Returns said it wasn't defective. Also, on 10-11-13 Invoice Order#*********, set of 5 necklaces & earrings were returned due to Citrine being a different shade in both earrings and the necklace, but returns said it wasn't defective. Even though I had 3 different shades, technically it wasn't defective said *******, (even though she wouldn't wear them.) On 10-12-13 Invoice# **********, sent back Australian Boulder earrings due to 1 being broken, both stones a different color, & 2 different size stones. Shipping was $2.99. Returns said nothing was wrong with it. Returns has a big problem! They are either blind, don't give a hoot, or aren't even looking at them. These are the most outrageous reasons for not returning my shipping that I have ever heard of in my life. I had talked to ******** in January about all of this, & was basically told returns didn't find anything wrong with them, although I did get $6.97 returned on some other returns, but thought they were going to return it on all of them.

Desired Settlement: I want what is owed to me which is $15.95 unless $1.00 has already been credited to my credit card which would make it $14.95. I also want it returned on my credit card, not credit on my account as I won't be ordering anything else because of this. You really should give me more for all of your aggravation.

Business Response: A refund totaling in 24.92 has been processed today 2/4 toward the card on file. The refunds will show separately as 9.97 and 14.95. The customer should see the refund reflected on her account within 5 business days. The amount of time that the refund will take to post depends on the financial institution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.


Regards,

********* *****

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July, my sister passed away. After she passed, I receieved 5 shipments of jewelry. I contacted customer service about returning. There wasn't issue with that? However, after they received my jewerly they didn't promptly return my money (credit my sister's bank account) and the account was closed. After several months they wanted me to file a dispute with the bank, however it was over 60 days and the bank wouldn't allow a dispute. On January 13, 2014 I was contacted by ******** *******, customer service manager, requesting a copy of my sister's death certificate (which I provided). I still haven't seen my money or the jewelry back. The following are the invoices and amounts they owe me: Good afternoon Ms. *******, I have spoken with our Senior Customer Service Manager regarding the refunds previously issued on 8/23/13 to Visa ending **** in the following amounts: ********** ****** ********** ****** ********** ***** ********** ****** ********** ****** ***** * ****** These were all purchased in the month of July.

Desired Settlement: I want a refund check for the money due to me. Their jewelry is junk I have one ring that my sister bought from there and the band is became flat after less than a month of wear.

Business Response: Liquidation Channel attempted to refund the orders in question. However, the account was closed and the refunds have rejected and came back to us. Since then we have been in correspondence with the customer to get the issue resolved. Currently I am working directly with the finance department to get the refund taken care of. I am awaiting a response from finance. In short, the resolution is ongoing. However, we are making every attempt the get a refund done for the customer.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. I am only concerned with if I will receive the refund, I have been dealing with these guys since July (I think that is a little excessive).  My last communication with ******** before I filed this claim was ~ 2 weeks.

Regards,

**** *******

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/4/13 I purchased a pink topaz bracelet that was advertised as returnable. On 12/7/13 I purchased a turquoise an tanz.ring and a turquoise andsaphire pendant. I found quality issues with each and returned them. I was told that I would only be given a "store credit" even though the bracelet still has a "returnable" note on my account zite today.today, I participated in an online auction run by the LC with the intent of utilizing my "store credoit". When I checked out of the auction, I was told that I could not use my credit. There is no mention of this in the rules of the auction. They now have $319.97 in credit for me and want me to pay more to them. There is something very sketchy with this.

Desired Settlement: Refund for returned merchandise or utilize the credit to pay for the auction pieces.

Business Response: Hello,

A refund has been processed for the orders in question. And the store credit has been removed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

****** *******

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was informed that items that was purchased on December 24, 2013 could be returned for accredit on my account. As of todays' date, I was informed that I can not return these iitems, because additional items were refused delivery and sent back to thebusiness , and I now havea $9,000 bill with********. I am sick dealing with three strokes, anda speech impediment.

Desired Settlement: That I am able to send these unwanted items back to the merchant and that the business honors what was told to me that I could return these items on the 24th of December.

Business Response: At this point 183 orders have been refused and returned to Liquidation Channel. So far, we have refunded around 2500 dollars to the customer although we are an all sales are final company. We are willing to accept 2500 more dollas worth of product that would make for 5000 dollars worth of returns. That would then equal half of the orders in question.  I have attempted to contact the customer's daughter (customer gave her consent to speak with daughter ) on 1/9/14 and have left a voicemail with my direct extension. I will attempt to contact the customer again to facilitate additional returns. Liquidation Channel is working to resolve this issue to the best of our ability.

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have ordered so many items from the Liquidation Channel, some of the items were exactly what was advertised on the website and a few weren't. I received two sterling silver chains that were horribly tarnished, a watch that had a loose glass cover that fell off the face of the watch, broken stem on a pair of blk spinel post earrings, ordered earrings with the exact item # on the website but received totally different pair upon receipt and a necklace with a couple of missing stones. Contacted customer service several times with my complaints and they told me that they would gladly give me a refund but items were hard to exchange since I bidded on the items. I was told that a return form would have to be mailed to my address for each item and they all had to be mailed back separatelh not together. I have waited and waited then made phone calls, never received the return forms. Not to mention, they will not except any returns without the return forms/receipts enclosed with the item so now Im stuck with damaged items that I took out time to bid on and paid for shipping as well. Customer Service definitely needs improvement.

Desired Settlement: I would like a refund or credit since I was informed that my items couldn't be exchanged because they were bidded items and they were very limited.

Business Response:

I have left a voicemail with the customer today 1/7/14 in regards to the complaint. Upon reviewing her account, it appears that we approved returns for the items in question. I have 2 returns notes left by a customer service agent on 7/11/13. Although we have a 30 day warranty period Liquidation Channel is willing to accept the returns in question as a courtesy for any confusion. When a product is defective the price of the item does not matter. Defective merchandise if eligible for return. I also left my direct line for the customer to contact me.

Business Response:

I have left a voicemail with the customer today 1/7/14 in regards to the complaint. Upon reviewing her account, it appears that we approved returns for the items in question. I have 2 returns notes left by a customer service agent on 7/11/13. Although we have a 30 day warranty period Liquidation Channel is willing to accept the returns in question as a courtesy for any confusion. When a product is defective the price of the item does not matter. Defective merchandise if eligible for return. I also left my direct line for the customer to contact me.

Business Response:

I have left a voicemail with the customer today 1/7/14 in regards to the complaint. Upon reviewing her account, it appears that we approved returns for the items in question. I have 2 returns notes left by a customer service agent on 7/11/13. Although we have a 30 day warranty period Liquidation Channel is willing to accept the returns in question as a courtesy for any confusion. When a product is defective the price of the item does not matter. Defective merchandise if eligible for return. I also left my direct line for the customer to contact me.

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered jewelry from them on Dec *,2013 under the impression that it would arrive within the 5 to 7 business days as advertised. Two weeks later when it did not come, I had called, only to have them tell me that my jewelry was "stuck" in ******, Kentucky. This was a present my daughter had picked out for her favorite teacher, her class was having a gift exchange. When it got to be the day of the party, the **, jewelry still not here, still in Kentucky,(after 2 more phone calls) I then spoke to a ******, who decided they should refund me (YOU THINK?) and TOLD me that was the action to be taken and to expect back on my credit card "in 72 hours" That NEVER happened, they outright LIED to me. NOW JUST TODAY, 12/**/2013, the jewelry HAS arrived. I call back in today to find out WHAT happened to the refund and suddenly that's NOT going to happen. I PAID this company promptly, I had to listen to my 14 yr. old CRY all through Xmas, they have kept (STOLEN IN MY OPINION) and had the benefit of my money for nearly a month. I am SO angry that this company is allowed to treat people like that and have ZERO consequence or consciousness of their actions,what to do whatever I can so they are ACCOUNTABLE.

Desired Settlement: MONEY BACK

Business Response: Hello,

A refund for 20.98 was processed as of 12/**. Financial institutions were not open on that day. For that reason, the refund may not have shown on the customers end initially.  I have included attachment from our payment system indicating the refund was processed and accepted by the financial institution.

1/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a multi gemstone bangle and a diamond ring. I paid for the items but there was a defect in the products. They told me they had no other items to replace the what I ordered. They gave me a refund. The products are back on the rising auction. The same products for more money. Now if I want it I have to pay more money for them

Desired Settlement: To get to two items for what I paid for them.. They should ship them for free As I am a good customer... They do have a good reutrn policy

Business Response: Hello,

I have contacted the customer today on 12/** and explained to her in more detail about our rising auction. Most of the auction processes are automated. However, when an item is no longer available for sale, it needs to be removed manually. In this instance, we acknowledge a mistake was made by not removing the item from the online auction. However, it was not intentional. As a result this caused confusion with the customer. Customer understands. And she was glad that I called.

1/8/2014 Delivery Issues | Complaint Details Unavailable
12/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased several items from the liquidation channel. They over inflate the original Manufacturer Suggested Retail Price, so you think you are getting a great deal. For example, the last item I purchased was a plastic storage bin, they had $120 as a MSRP. When I got the item, it was TINY, maybe 8x8, there is no way anybody would pay the $12.99 I did for something that size, let alone $120 for it. Ridiculous. The company needs to use the real MSRP or prove that item was worth $120. I purchased some other jewelry pieces that they MSRP was around $200 and they aren't the quality that they claim they are either. I also won one of their auctions for an apatite eternity ring, which I promptly paid for and they cancelled with no email or explanation (I suspect because the bidding didn't get high enough for them).

Desired Settlement: Honest advertising....what is the old saying? You can put lipstick on a pig, but it's still just a pig. Don't insult your customers by making them think they are getting wonderful deals. I'm suspecting there are others like me hanging on to junk products because it's not worth it to return the items with your ridiculous requirements for return.

Business Response: Our starting price listed on our auctions is an estimated retail value. The estimated retail value is to provide examples of what the product may possibly retail for. However, we make no claims that the product actually sells for that price since each retailer does vary. In certain instances the host may research a product that is similar and pull up something from a competitor website. The retail environment tends to markup products. We are different from other retailers in that we do not charge retail prices to customers. Since we manufacture and design our own jewelry it allows us to give customers more reasonable prices. In regards to the apatite ring the customer mentioned. We cancelled the product because it did not pass our quality inspection. Under normal circumstances the customer is supposed to receive a call. And an agent did attempted to contact her on 12/3. The agent could not get to a customer so a voicemail was left. The price the customer won the product for had nothing to do with the cancellation. We have customers on a daily basis win products for 1 and 2 dollars. Any items the customer is unhappy with we will be glad to accept for return if she feels that they are not good quality. I have attempted to call today at 12/5 and left a voicemail with my direct extension.

12/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a few items under the assumption I was put in for "Bill me later".. My daughter ***** ******* (***) **** **** , was with me at the time of these transactions in which i was approved for bill me later. The company then proceeded to put my order through as a debit on my bank card. I checked my bank account today seeing that they had put the purchases through right away instead of on bill me later. Resulting in the initial overdraw of the purchases of $ 150.00 and also over $300.00 overdraft fees. I called customer service to speak with a supervisor. They called back after over 5 hours of waiting, and said they could not refund my purchase,.. instead they offered me a credit for the business to buy more things.. This of course I said no to because I need the money to put back into my account as I now have not enough money to pay my rent or get my much needed medications. I receive SSD for medical issues that need attended to.

Desired Settlement: I would at least like to have the purchase of the items to be refunded to help with my bank overdraw. I do not want a credit for the store. If possible I would like help with the overdraft fees. I was a long customer with this business but if nothing is done I will not be purchasing anymore from them, PLEASE HELP!

Business Response: I spoke with the customer on 12/3 and indicated to her that we do not refund transaction fees. However, we offered to accept the products for return in order to assist the customer. She indicated that she wanted the products for gifts, and did not accept my request. The offer does still stand if she chooses to return the products. We will be glad to send a return label for her as well. The orders in question were initiated on our automated system. In order for transactions to go through on a credit card the last four numbers, the expiration date, and the security code must be entered in. The customer has indicated that she did enter in card information on the automated system.  In order to use Bill Me later the date of birth and the last 4 of the social need to be entered in. Because this information is not what was entered in, the orders were processed through the customers debit card. I have spoken with her again on 12/4 giving her the same options of returning the products for refund. Again the customer refused the options given. We are still here to assist in any way that we can.  And we still are willing to accept the returns.

Consumer Response: Complaint: *******

I am rejecting this response because: the automated system should be set up better for first time users of bill me later, how was I supposed to know that my card information wasn't supposed to be entered if it was the first time using it. I had no idea how it work thus I entered what it instructed me to enter.

Regards,

******** *******

12/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Several times I have bid on auction items - won them - placed the order and paid for them...and then have had a customer service person from Liquidation Channel call me and tell me their shipping department has informed them that they are unable to deliver the item. They always give me a full refund, but this is just not right. It happened again today. I bid on, and won, a pair of **** **** 10K YG Ruby Earrings. I paid for them, and Liquidation Channel took my money. Then, today, I get a phone message telling me their shipping department has informed them they are unable to deliver the item. This is not the way to do business. If you advertise the product, then it should be available. It always seems to be the most valuable items that they are "unable to deliver". There's nothing they will do about it except refund my money. I wish I had known they wouldn't honor the auction - I wouldn't have bothered to bid on anything over this last weekend. I'm just waiting for the next call from them, which I fully expect, telling me about another item they don't intend to deliver - I ordered some nice pieces of jewelry from them over the weekend - the ruby earrings were important to me - a Christmas present for somebody special. Not nice! It just feels like they are trying to sucker me in to get me to bid on stuff - then blow me off when I win something nice.

Desired Settlement: Send me the earrings I rightfully won. I don't want a refund - I want the earrings.

Business Response: I have spoken with the customer and I found her an item that was similar. The main issue was the product was Yellow Gold and she won it for a good price. Therefore, she wanted another product that was gold. I found another YG product however, the carat weight was smaller. The value of the stone was actually higher was significant. For this reason,  the customer accepted this product instead. We have placed a new order for her and I honored the price she originally won the rubies for.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   But I did tell you so:  As soon as this one was resolved, I got another phone call from them today advising me they couldn't ship another one of my items.   Told you so...   They need to make some improvements in their communications between the people who list the auction items and their shipping department.

Regards,

******* ****

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I shop with this company, when I place orders through the automated system I am asked to enter my social security number and date of birth to see if I qualify for Bill Me later, the systems comes back stating the order has been authorized. However after not receiving a bill, I contacted the company, I was informed that I do have a bill me later account and to not worry about not receiving a bill. This continued and still no bill, I contacted customer service again and asked them what should I do about the items I had received because I still had not received a bill. They stated don't worry about it that someone must have opened an account for me through bill me later. I asked them if I should return the items they said no. I contacted bill me later, they stated there was no account in my name or social security or telephone number. I informed them that when I ordered from Liquidation Channel they stated I have a Bill Me later account. I was just informed by a friend of mind that my Bill Me later charges have been going on her account. We contacted Liquidation Channel they have joined our accounts without permission and my charges are on her account. We had a problem a couple years ago because our names are similar and we shop together sometimes. Who is responsible for the errors? My friend has filed a complaint also. I contacted Liquidation channel today after being informed by my friend of the situation. The accounts are still mixed up. The customer service rep. Stated that someone spoke with me yesterday. However they did not they spoke with the other ********. This is very confusing . Am I responsible for the charges or is this Liquidation Channel error.

Desired Settlement: Have Liquidation Channel recognize their billing errors and credit the Bill Me later account of my friend for the charges that they placed on her account . Resolve the confusion with the names on both account. Separate the two accounts.

Business Response: I have attempted to call the customer twice. She has called me back as well. Unfortunatley, our scheudles have not meshed yet. However, I will continue to attempt to contact the customer in regards to this matter. Upon looking at her account with us it does appear that further research is necessary. Once I am able to speak with the customer, the resolution will be ongoing.

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a happy customer of Liquidation Channel for aproximately 3 years. In November 2013 I discovered purchases not made by me and billed to my Bill Me Later account . I reported this to Liquidqtion Channel and Bill Me Later.ON 10/8/13 Liq. Chan. clamed by phone that they had no record of charges in question billed to Bill Me Later. Bill Me Later fraud dept. was contacted ref ID # ****** and charges in question reported , however Bill Me Later claims they cannot validate my claim of fraud. So far I have identified charges totaling $202.82

Desired Settlement: I WOULD LIKE SOMEONE IN THE FRAUD DEPT. OF BOTH BILL ME LATER AND LIQUIDATION CHANNEL TO TAKE THIS MATTER SERIOUSLY AND DO A TECHNICAL INVESTIGATION.MOST LIKELY A COMPUTER ERROR ON LIQ.CHAN. PART.

Business Response: Upon giving the customers account a closer look. It does appear that more research is necessary. I have contacted the customer and we spoke at length. She is aware the solution is ongoing. But we are working toward a resolution.

11/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from a TV advertisement, the product was supposed to be in my possession 5 to 7 days after purchase which was on September 25th. I purchased this product as a birthday present for my daughter which already has passed, I had to tell her I had nothing for her and showed her a picture of the items purchased and took her out to dinner, its been almost a month after and I still have nothing to give her and now she thinks I have been lying to her and this experience which has been the first and the last has been very discouraging, I already have called to get a refund since getting a tracking number and asking the post office a date of delivery has not helped and the lady who answered the phone did not want to give me a refund, she said there are procedures in order to get a refund, as a business owner, unhappy customer due to not getting my service = REFUND!!!! Not rocket science its very simple if I paid for a product I never received I should get my money back period.

Desired Settlement: I would have loved this product since I am Peruvian and so is the jewelry I bought, but I am so pissed at this company I refuse to give them any money, I would like to get a full refund unless a manager calls me to work something out.

Business Response:

On Oct 9th the postal service attempted to deliver the parcel in question.  The tracking indicated “Insufficient address” and was returned to us. The customer called in requesting a refund. However, our returns department had not yet processed the package back into our inventory. The customer was then escalated to a customer service supervisor, and she process a refund on 10/20 per the customer’request. We have confirmation the refund was successful.

11/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased online Black diamond hoop earrings #********,#********* for approx. 73.00. They were very ugly and put together cheaply. The first and only time I wore them one of the tiny diamonds fell out. Never found it. I called and was told they were non returnable. I feel like they should have been better quality for $73.00 and I should have been reimbursed or offered some type of other jewelry. I have had a few problems with other jewelry I have purchased, but this was the most expensive that I had a problem with. I ordered a lot of jewelry from them and they should have been fair with me. After the last problem I had with the quality of their product I quit ordering from them. Decided to make this complaint when I saw other complaints about this companys quality of products on a BBB web site.

Desired Settlement: $72.98 to credit card.

Business Response: I have contacted the customer today in regards to the order in questions. The item is beyond our warranty period. However, I have offered to accept the return for a store credit with our company. And she can use that money to purcharse something else. She was ok with the solution and I let her know I am getting a return label in the mail to her.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

*** *******

11/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have placed several orders with this company. Most of them have been cancelled without notification of any kind. I called "Customer Service" to find out why my orders are being cancelled and the representative said that the products are damaged or defective. This was the same story with each cancellation. The items I have ordered have been their TLV items, auction items as well as $1 rising auction items. When I asked to speak to a supervisor regarding this issue I was told they were not available. They took my phone number and said somebody would call me back. This is not the first poor experience I have had with this company. Their customer service is deplorable and now according to their own employees their products are substandard, yet this company has the audacity to claim that they have an A+ rating with the BBB.

Desired Settlement: I feel that this company should institute a quality control procedure prior to airing or making available online their products for sale, rather than waiting until after the fact and have disappointed and/or dismayed customers. They also need to institute notification procedures and improve customer service practices and training. I believe it would be appropriate to lower the rating on this company so that customers are not deceived by a false rating.

Business Response: Attempted to call customer on 11/*. I attempted again on 11/* and she returned my call shortly afterward. I explained that normally we do have a process to notify customers about cancelled orders, however in her case she was not called. I did apologize for that occurring and I explained normally how the process occurs. In addition, she stated she received defective merchandise. I offered to send a return label for any defective merchandise she had. The customer stated she didn’t want to go through the process.  I assured her the return label is free so it won’t cost her to send it back. I also indicated that is her choice if she decides she doesn’t want to send anything back. However, the offer is still open to send a return label and will continue to be open.  

Consumer Response: Complaint: *******

I am rejecting this response because: For starters, it took nearly a month for them to respond to my complaint.  During that time I have received the last order which contained defective merchandise. ******** did nothing to respond to the now 80% "damaged/defective" rate of their products.  I told her I didn't want to send it back because I was done wasting my time and money with this company and didn't want to go through the hassle.

Regards,

***** *****

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern:Listed below are the orders I made with Liquidation Channel from May 30-June 22, 2013, out of the 25 orders that I made, over 12 Items:1.Did not represent what was shown during their broadcast of their reverse Auctions2.Lacked the quality of workmanship described by their TV Host3.Waited 8-14 days to receive orders4.Until I emailed the ****** *******, President, I left several messages for supervisors to contact me(after several weeks only one supervisor returned my call)5.Was treated with the utter most disrespect by their Customer Service "Agents"6.No one from Liquidation channel offered to make amends for their mistakes, other than that I packup and ship back to them over 12 items!7.Received items that I did not order9.Received Wrong Sizes10.Received DEFECTED Merchandise11.Orders Not being filled12.Etc., Etc., Etc.,LC******************$19.99 $2.99$0.00$0.00$0.00DispatchedViewLC******************$7.99 $1.99$0.00$0.00$0.00DispatchedViewLC******************$19.98 $3.98$0.00$0.00$0.00DispatchedViewLC******************$39.99 $0.00$0.00$0.00$0.00DispatchedViewLC******************$23.99 $1.99$0.00$0.00$0.00DispatchedViewLC******************$29.97 $5.97$0.00$0.00$0.00DispatchedView DispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewDispatchedViewLC1017170405/22/2013$11.98$3.98$0.00$0.00$0.00DispatchedLC1016165405/21/2013$2.00$2.99$0.00$0.00$0.00DispatchedLC1015763505/20/2013$29.99$0.00$0.00$0.00$0.00DispatchedLC1013050205/18/2013$19.99$2.99$0.00$0.00$0.00DispatchedLC1012305305/18/2013$17.99$2.99$0.00$0.00$0.00DispatchedLC1011994005/18/2013$10.97$8.97$0.00$0.00$0.00DispatchedLC1058281506/22/2013$9.99 $1.99$0.00$0.00$0.00LC1057611206/21/2013$9.99 $1.99$0.00$0.00$0.00LC1055146906/20/2013$19.99 $2.99$0.00$0.00$0.00LC1054044406/18/2013$14.99 $1.99$0.00$0.0:$0.00LC1053034406/18/2013$19.99 $1.99$0.00$10.00$0.00LC1052400906/17/2013$6.00 $2.99$0.00$0.00$0.00LC1050464706/16/2013$9.99 $1.99$0.00$0.00$0.00LC1049992206/15/2013$19.99 $2.99$0.00$0.00$0.00LC1042698506/09/2013$8.00 $2.99$0.00$0.00$0.00LC1040708606/08/2013$20.00 $5.98$0.00$0.00$0.00LC1035384806/05/2013$22.00 $11.96$0.00$0.00$0.00LC1034895006/04/2013$23.00 $8.97$0.00$0.00$0.00LC1034291606/04/2013$14.99 $1.99$0.00$0.00$0.00Attached are the email correspondence with Liquidation Channel:July 2, 2013 Dear Mr. ****** *******:After receiving my final order (Item #******* Siberian Charoite (Oct) Lever Back Earrings In Platinum Overlay Sterling Silver Nickel Free TGW 4.00cts., ordered on June 15, 2013, received Item #1332000 after 10 business days (15 calender days), on July 2, 2013, the straw that (finally) broke the camel's back for me is concerning Item #1309098:1.After receiving a ring that I did not order on June 24, 2013 (I ordered Item 1309098 on June 15,2013 a Royal Bali Collection Ring In Sterling Silver Nickel Free,Size 7), I received a Sterling Silver Resin Floral Ring, Size 6.2.At 8:48pm on June 24, 2013,1 was informed by your "Agent Melenia:", that the ring that I didorder and was suppose to receive, "WAS NO LONGER%IN STOCK, AND THAT MY ORIGINAL PURCHASE FOR "ITEM #1309098" FOR $6.00 + 2.99, WOULD BE REFUNDED)!3.On July 02, 2013 at 4:04pm while watching your Liquidation Channel, low and behold Item#1309098 was up for Auction for $14.99!!!!! (over twice theamount that I paid for it on June 17, 2013 after being denied the item on June 24, 2013)The past 30 days I've dealt with OVER 12 late orders, damaged items, & wrong orders. I've had to deal with your disrespectful, patronizing and unprofessional Agents and Customer Service Representatives, not to speak of the lack of quality craftsmanship of your items/products, and now being just out and out lied to about Item #*******!!It behooves me that I have no other choice but to file formal complaints with the proper authorities.Sincerely, ****** ******** *** ****** ****** ********, TN 37208 ************From: ****** ******** **************@yahoo.comTo: customer service customerservice@liquidationchannel.comSent: Friday, June 28, 2013 11:36 AMSubject: Re: Liquidation Channel Return Label%To Whom It May Concern: As of Friday, June 28, 2013:LC10499922Ordered:June 15,2013Delivered:Has not been DELIVERED???... Memphis, TN???LC10504647Ordered:June 16,2013Delivered:June 28,2013LC10524009Ordered:June 17,2013Delivered:Never receiveditem that was ordered, was sent someone else's order LC10530344Ordered:June 28, 2013LC10540444Ordered:June 28, 2013 June 18, 2013June 18,2013 Delivered:Delivered: LC10551469Ordered:June 28, 2013 June 20,2013 Delivered LC10576112Ordered:Grand Praire, TXLC10582815Ordered:Nashville, TN June 21, 2013June 21, 2013 Delivered:Delivered: ****** ******** *** ****** ****** ********e, TN 37208From: customer service customerservice@liquidationchannel.com To: ****** ******** **************@yahoo.com Sent: Thursday, June 27, 2013 10:41 PM Subject: RE: Liquidation Channel Return LabelHello,According to USPS, this is the tracking information that we have for these orders: LC10499922- 6/27/2013- Memphis, TN LC10504647- shows delivered 6/22/2013 LC10524009- shows delivered 6/24/2013 LC10530344 and LC10540444- show delivered 6/27/2013Let us know if there is anything else we can assist you with.Thank you, ******* *Liquidation Channel Customer Service*** ******* ****** *** * ***** **** * ******* ** *****Ph: (877)******** I Fax: (512)********Email: mailto:customerservice@liquidationchannel.comWeb: http://www.liquidationchannel.com/Since my last communication with Liquidation Channel on July 3, 2013 at 5:18pm (with a ******* ********) I have tried on several times to place and pay for orders and have been blocked everytime!!!For Liquidations Lack Customer Service, Quality Control, Inconvenience and

Desired Settlement: $310.00

Business Response: This is my response to case *******:
 

Upon the recipt of the email mentioned in the body of the complaint, the customer
was contacted on 7/3/13 by the senior manager of services. The customer was
offered a return label to send back any product that she was unhappy with. Upon
receiving the products back we would be happy to refund the customer. 
This offer was refused and the customer indicated she would pursue a resolution
a different way. We are puzzled as to how the amount of 310.00 dollars has been
reached. And we would need to know what specific orders the customer is
questioning in order to assist her further.

 



 

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

****** ********


Complaint: *******

I am rejecting this response because:

On July 3, 2013 (per the original attached emails regarding the additional problems with their products and service after July 3, 2013), at 5:18pm A ******* ******** only offered to ALLOW ME to return broken tanzanite earrings and a  multi stone ring set (The Tanzanite earrings were returned & refunded, the multi stone ring set was not sent back because the set that was to replace the multi stone ring set ($20.00 less) was no longer in stock....******* ******** NEVER OFFERED to ALLOW me to return any other items!!!)

As I stated in my original complaint, Liquidation Channel (after July 3, 2013) never offered to refund or replace the over 12+ items that I received that did not represent what was offered during their Television Shows with their presenters and/or what was shown on their Internet Site.  The Items I received were of POOR QUALITY, DAMAGED and/or BROKEN, WRONG ORDERS, and NOT RECEIVING  MY ORIGINAL ORDERS AT ALL!!! (in addition to items being broken within 30 day of receiving, and since that time 3 additional items have broken ie... gem stones fell out, chains tangled upon delivery, clasps broken, etc.!!!).

As I stated in my original complaint, after receiving the poor quality items and being treated with the utmost disrespect by their so call customer service reps/agents (I have had the phone hung up on me several times when I tried to resolve these issues with LC by their so call customer service reps. and Supervisors, and my many phone calls were never returned).

After July 3, 2013 the only thing Liquidation Channel offered me after 24+ incidents with their products and service was...."SORRY over 50 times"!!! (On July3, 2013 we were over 30-40 minutes into the conversation before ******* ******** EVEN offered to ALLOW ME to return the Broken Tanzanite Earrings and the Multi Stone Ring Set, only after she acknowledge in the most condescending way  that I had only started ordering from them in May of 2013).

Before Having this conversation with ******* ******** on July 3, 2013, A ***** ****** (who identified himself as being a VP with Liquidation Channel and he was calling as a  Representive of  Mr. ****** *******, President of Liquidation Channel), I was on the phone with ***** ****** from 11:44am until 12:28pm, the whole time all he did was apologize and promised me that this would never happen again.  He also acknowledge that Liquidation Channel had been having Several Problems over the past 2 months with their production and delivery departments, but he guaranteed me that I would not have any more problems with my orders, and yet here we are!!

As to the amount of $310.00,  it is the total sum of  the 24+ orders that I purchased from Liquidation Channel from May-August of 2013.   That amount of the 24+ items the were of poor quality, damaged and/or broken, wrong orders, and not receiving my original orders at all (the list of items in questions are listed with the original complaint)

As I stated in my original complaint, after the embarrassment  and inconvenience  of not receiving items for gifts ON TIME, the poor quality of their product (these items are only fit for my 4 & 6 year old god daughters to play dress up in!!!!), the misrepresentation of their products on their Television Show & Internet Site, the constant delays of delivery (8-15 days), I should not have to return this many items because of  the poor quality of their product, their unprofessional behavior and bad business practices.  

****** ******** 
*** ****** ****** ********** **  ***** ************



Business Response: Business response:This is my response to case *******: Upon the receipt of the email mentioned in the body of the complaint, the customer was contacted on 7/3/13 by the senior manager of services. The customer was offered a return label to send back any product that she was unhappy with. Upon receiving the products back we would be happy to refund the customer.  This offer was refused and the customer indicated she would pursue a resolution a different way. We are puzzled as to how the amount of 310.00 dollars has been reached. And we would need to know what specific orders the customer is questioning in order to assist her further. 

10/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Been buying from website for months,then about 2 weeks ago I could not long on to site so I made new account and same thing they would to let me sign onto site can't check past orders to make sure all items are revived or not,the only reason I can think of that they bared me from site is I only bought lower cost items won in auctions.I think I should be able to get into my account to check my invoices. I'm sure I am not the only one bard from buying from them.Called them today and they told me they shut me down for having to many accounts. Like I said I thought I forgot my account name in the first account so I made a new one,but they not me shut it down. I want to know why?I also am waiting on replaced of a necklace and jewelry box that they said they were ping to replace it was broke during shipment.Talked to 3 different people today with no good answer besides I had to many accounts with them,they are the cause,because of not letting me log onto my account. I want to view my past bills and orders.

Desired Settlement: I want my first account reinstated so I can check my invoices,and the items I called in as damaged refunded in a credit or refund my source of paying for the items.I was buying from them just about everyday so I am not sure of what they still need to ship,or not.

Business Response: Hello,

This response is to confirm I have attempted to contact the
customer on 10/3/13. The complaint was filed 8/20/13 according to the
documentation I received. On 8/22/13 one of the customer service supervisors
did attempt to make contact. In addition her account was unblocked the same day
although the supervisor was unable to get a hold of her. A message was left
with the supervisor’s direct line. As of today the customer is actively
ordering with us. She has been doing so since the account was unblocked.
Therefore, I am going to consider that issue resolved.

Initially the accounts were blocked due to numerous unpaid
bids on our rising auction. Our rules for the auction dictate that:
By bidding on any auction item you are confirming your intent to
purchase an item if you are the final winner. Failure to honor and repeated
abuse of the system will automatically terminate your account and you may be
restricted from bidding or buying from Liquidation Channel in the future.
Because numerous items were unpaid the account was frozen
according to company guidelines on 8/20/13.

Creating a new account does not allow the user to access
previous orders on the other account. So that may have caused some confusion
there. In order to limit confusion I propose closing the duplicate accounts,
but sending the order histories to the customer for her reference. I am
initiating that process today so the customer will have access to the
information. However, each of the accounts will be notated accordingly so
agents will know the customer may ask about an order that is on a different
account than her primary one. The customer is actively ordering on our auction,
so her account was reinstated per her request. In regards to any defective
merchandise that she has returned, those have been refunded. However, since the
customer orders quite a bit, it would probably be better if I speak with her
and go over those. But I can assure that every return we have received has
indeed been processed back to the original payment method per our company
guidelines. 

 

 

10/19/2013 Advertising/Sales Issues
10/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased several items from Liquidation Channel with no problems. However on 9/8/13, I purchased a bracelet that was listed as 9.99; but when I checked my order I discovered I was charged \ 179.00. I immediately called customer service and informed them of this error and was told that this was a "computer glitch" and would be corrected immediately. I called again on the same date and told them that I wanted this corrected immediately or my order cancelled as this would cause me to overdraw if this incorrect payment when through on my debit card. I was assured that everyone was reimbursed and this would not happen. HOWEVER, on Tuesday, the payment of 179 went through on my bank account causing me to go into overdraw. I immediately called customer service and was informed that I must contact my bank to see explain the problem, which I did and was told that my bank was not resonnsible for these charges because the Liquidation Channel made the error. I called customer service again, and was told that "they are sorry" but Liquidiation Channel does not cover overdraft charges, even if the error is their's, and it obviously was their fault. This has been a big nightmare and I cannot see how a company could treat their customers like that if they value their business. Obviously they don't. I did go and speak with a bank official and they are attemtpinng to recover the charges through an affidavit; hopefully this will resolve the issue. In the mean time I had to obtain extra money to cover those charges so that my overdraft would go away, (I was told it could take up to 10 days for this to be resolved).

Desired Settlement: I would like for the Liquidation Channel to put the $200 pluse overdraft charges back into my banking account.

Business Response:
I have spoken to the customer today at 10/3/13. She actually has spoken with her
bank since the incident occurred and they have reversed the charges. Although
LC does not take responsibility for overdraft charges we do have options. We do
have options like opting to call the bank, or sending a fax to the bank. I will
be providing coaching  to the agent the
customer spoke to. But we are glad that her charges were reversed. We refunded
the order and questions as soon as we realized there was an error. I have
called the customer and apologized for the error. And as a gesture of good
faith I have given her a store credit with us of 20.00. I have instructed her
how to use the credit for a future order. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *****

9/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ring for $101.98 and the setting around the ring was advertised as a black rhodium setting and when I got the ring the blue color around the blue diamonds was some kind of paint and washed off after twice doing dishes. this was totally misrepresented. I called customer service for several days holding for 20 minutes at a time and leaving messages to call me back and never got a call back. I finally called the call center as they are the only ones at this business that answers the phone and twice on different days the call center rep. said they would deliver a hand written note telling them to call me. No calls. the last time I called (Aug 9,2013) the call center I told them my next calls would be to the attorney general and the BBB. I again called the customer service yesterday and left a call back number and heard nothing. I realized when the customer service never answers the phone it was a bad sign for a business that was scrupulous . I cannot be the only person in the world with issues with this company and would hope you can resolve this and I don't intend to quit until this is rectified. Thank you for your help--******* ***********

Desired Settlement: I would like a refund on my purchase price as accepting another ring like it would just give me the same problems all over again. To tell me that the ring was surrounded with Black rhodium when it clearly was not is fraud. This needs to stop

Business Response: Hello,

The customer has called in since the complaint was filed and spoke with one of our representatives. We sent a return label to the customer for the product. And since then we have recieved the product. I checked on the customers account and noticed that our returns department indicated we have recieved her return. I have processed a rerund as of today. And I have called the customer to confirm this. I spoke with the customer for a few minutes about what had happened and apologized to her for the trouble she was experiencing. The coversation ended ok, she was glad that I called her.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

******* ***********

8/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 18, 2013, I received a credit on my checking account for a picture frame that I had won on Liquidation Chennel's online auction (Order #**********). When I sent an email to their customer service on 6/21/2013, ******* *. replied that, "Unfortunately when being processed for shipping, your item was found to be unavailable, either due to the item being damaged, or an error in the inventory. Since no replacements were available, that portion of your order has been refunded." I replied that this was hard to believe, because there were five (5) more of these frames being auctioned at that time on 6/22/2013, and I included a screenshot showing all five frames on their auction site. Her response was, "I apologize for this inconvenience but this is what we were told by our warehouse and your funds have already been refunded. Any auctions that are no longer available, will be taken down." However, these frames were never removed from their auction. Fast forward to August 1, 2013, I received credits on my checking account for three (3) items that I had won on their auction site (Orders #********** and #**********). One item was an amethyst cross pendant (stock code #*******), and when I discovered the return on 8/3/2013, I found three (3) other exact amethyst crosses being auctioned at that time (and that's not including many of the exact same crosses that were being auctioned off from the time I won the auction on 7/26/2013 to the time that I discovered the return over a week later). So, I called their customer service on 8/3/2013, and received the same explanation that they did not have the item in inventory, and I pointed out that they had the same amethyst cross up for auction for three different items at that very moment. She apologized and said that they would issue a $10 store credit, but that this credit could not be applied to future auctions... only to their online store merchandise. Another item of these three returned items that were paid for on 7/29/2013 was a sapphire ring that I won for my mother (stock code #*******) for $21. Their website listed the MSRP for this item at $1,430. As I am writing this complaint, this exact ring in the exact size that I won it in is being auctioned in a little over a day, as well as in their merchandise store for $129.99. So, this item which I called customer service about on Saturday morning was placed back onto their auction over 24 hours later on Sunday afternoon. Also, the returns of all of these items were never communicated to me. The only reason I found out about each and every one of them was that the remaining items on the order were shipped, and I noticed that some of the items were missing. I then looked on my checking account history and noticed the credits to my account. That is the only way that I am ever notified of these returns. I don't receive emails about them. It is not on the packing slips when I receive the orders... nothing! So, I am very concerned about the ethical practices of the Liquidation Channel. I don't understand how they can advertise an item on their auction website, take your money for the item, and then return the money a week later (after it has accrued interest in their accounts, no doubt) for items that are still being auctioned or are available for much more in their online merchandise store. It almost appears that if the advertised items don't auction at a high enough price, then they are returned to stock for another auction or store buyer. I feel that this is a breach of purchase agreement, as they offered these items for auction, I won them and paid for them, and they kept my money for a week before reneging on the purchases.

Desired Settlement: The ONLY thing that I want is what I purchased at the price that I purchased it on LC's online auction. I want my mother's sapphire ring in size 10 for $21 plus $2.99 S/H (stock code #*******), my best friend's garnet ring in size 10 plus $2.99 S/H (stock code #*******), and my mother's gift to myself, the amethyst cross pendant for $61 plus $2.99 S/H (stock code #*******). I think that is perfectly fair.

Business Response:

I have attempted to contact the customer and have left a voicemail for her with my direct extension. I have reviewed her account and I have also taken a look at our inventory for the items that she was requesting. I could not find any replacements for her.  So far I have found 1 item that is similar to the orignal she ordered. And I will continue to look to find her similar pieces. In addition to this I have applied a 10.00 store credit on her account that she can use on a future purchase. Thefore, this solution is still going, but we do want to work with the customer and get her pieces.

8/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered the London Blue Topaz (Ovl), White Topaz, Electric Blue Topaz Necklace (18 in) in Platinum Overlay Sterling Silver Nickel Free TGW 21.15 cts.(Returnable) with the item number/stock code number of *******. The order number is **********. I ordered it on 7/27/2013 at 1:47 pm. I received the email stating: Dear ***** ***, Your order is much appreciated! Thanks for shopping with LC. As soon as your order is shipped, we'll let you know with a second email. So be on the lookout for it. Order Information Order Number: ********** Date of Order: 2013-07-27 Estimated Delivery Date: 2013-08-03 Please note: You will receive an email for each distinct order placed on your Liquidation Channel account. Feel free to print this email for your records. Billing and Shipping Information Billing Address: Shipping Address: Item Information Image Item Description Size Qty Price ******* London Blue Topaz (Ovl), White Topaz, Electric Blue Topaz Necklace (18 in) in Platinum Overlay Sterling Silver Nickel Free TGW 21.15 cts.(Returnable) NA 1 $299.99 LOWEST PRICE GUARANTEED! Sub Total: $299.99 S&H: $14.95 Tax: $0.00 Order Total: $314.94 I go to check the order at 9 pm EST and that is when I find out that that one order was cancelled! I received NO EMAIL about this notification. I have over $900 in my account, so I know that it is NOT that. I used to enjoy shopping with the Liquidation Channel, but since they now seem to advertising items that they no longer have and are NOT contacting the customers who order them believing that they are available...I don't want to shop with them anymore. I called their "customer service" at Customer Service Team Call: 1-************ (7am - 11pm central time), so I know that they ARE there!

Desired Settlement: I want them to answer the phone, first of all, but I would either like the necklace sent to me IMMEDIATELY, or something that is COMPARABLE product or my money returned immediately. I JUST got off the phone with Personal Shopper at LC and was going to replace the UNAUTHORIZED CANCELLATION of my previous purchase. They offered a store credit...of $15! For a product that cost $299.99? SERIOUSLY?!?! That is NOT ACCEPTABLE!!!!

Business Response: I have spoken with this customer regarding the issue listed.In regards to the purchase being cancelled, I have apologized to the customer about that particular order. We are inviestigating this matter. I have offered to look into our inventory to see what we have that is similar to the item. In addition to this, I have a applied a 15.00 store credit on her liquidation channel account for customer relations. The credit does not expire, so the customer can use it when she wishes.  I have also contacted our “personal shopper department” to see if we can get the item she wanted made especially for her. I have emailed the customer this information and let her know our personal shopper department will contact her in regards to that item. If they are unable to remake this item, we will find something similar for her.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I will keep you updated as to the process of this acceptance.

Regards,

***** ***

8/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been biding on items placed on auction at LC for a couple of years. The last 5 orders placed, I paid the items immediately and believed I would be receiving the items I had rightfully won. I then notice some refunds credited to my account. I also noticed a pendant I had paid for(Item *******) was not shipped and a refund was not issued. I called LC customer service on 07/23/13 at 8:50 p.m.(Pacific time) and spoke to ********* who told me that the items were damaged and not sent out. I asked her why a refund was not issued. She said I should know what I ordered and if I didn't receive the item,I should call and find out what happened to my order. She said I would see the refund within 5 business days. I paid for the item on time, never received it and have to wait until it's convenient for LC to refund the money. I find all these "explanations" very suspect. Either LC is holding the items in hopes of a higher bid, or practicing false advertisement. How is it that they keep putting items on the auction list without knowing the condition of the item placed for sale. How is it that all the items I bid on and won just happened to be damaged? I asked to speak to a supervisor, I was told one would call me back within the next 24 hours. I was promised this before when I had encountered a problem and no supervisor bothered calling me back until I emailed their customer service directly. I don't think customers should be brushed off or lied to in hopes they would go away. I have made a great deal of purchases from LC in the past few years and with the exception of the past few months, have always been pleased with the items and their customer service practices. I don't know if they have had a change in management but their customer service leaves a lot to be desired now. I have told many family and friends to check out the auctions on LC. I just hope they have not experienced the same disappointments that I have encountered. I know I am just one person and they don't care whether I stop shopping with them or not. I would hope they value their reputation a little more than their customers.

Desired Settlement: Desired outcome would be RECEIVING the items I bid on and won. I don't want a refund. If I wanted a refund, I would not have wasted time watching, biding, and paying for items. My time is much more valuable than that although LC seems not to have any regards for my time or satisfaction. LC should stop falsely advertising items they can not deliver to customers. They should not make a customer believe an order has been processed and shipped and not follow through with it. It's impossible to believe the last 5 items I ordered just all happened to be damaged. How convenient for LC to just relist the item and perhaps sell it for a higher dollar amount.

Business Response:

I have spoken with Ms. ******** at length on 8/2 in
regards to the issues listed in her complaint. The customer was understandably upset. I
spoke with her in more detail about our process of notifying customers
regarding shipments. After she spoke with me and got a more in depth
explanation, she let me know she felt better about dealing with our company. I
also explained to her more in depth  the steps we as a company are taking to improve
our processes.

 

A few days later she spoke with one of my agents in customer
service who gave her a customer relations store credit of 20.00. The
agent indicated that the customer was also glad that she received a call from
her and she felt better about shopping with the company.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** ********

7/31/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: they offered a bill me later payment offer I qualified for it got a 300 dollar diamond bracelet they said no interest six months no payment six months offer. I got the bracelet it broke the first day they replaced it I refused it at the post office and sent it back they accnowleged I returned it but I can't get the 60 dollars back from the bill pay and they want me to pay more money as if I still have the bracelet. liquidation channel never reported to bill pay that I returned the three carrot diamond bracelet. my phone numbers are ************ ************ ****** ***** my husband ************ my number is **** customer number they keep giving me new customer numbers so Ihave no clue what it's under. I need them to report to bill pay that I returned the bracelet and bill pay owes me my 60 dollars back.

Desired Settlement: just to get my money back and to get out of association with bill pay bad experience with them.

Business Response: The customer has called into our customer service department since this complaint has been filed. She filed a chargeback through Bill Me Later. A customer service supervisor spoke with Bill Met Later on 7/10/13. Per that conversation, the customer Service Supervisor faxed Bill Me later letting them know that we are accepting the chargeback so the customer can be refunded. The fax to accept the chargeback has been sent as on 7/11/13. Therefore, per her request, the customer has been refunded for the purchase of the bracelet.




7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On the auction block at LC I bet on and won two different items that I claimed and paid for and was told days later that the items were not available to me. Although they have refunded to my credit card the price of theses items it was false advertisement. I contacted customer service several times and was told simply it was a mistake on their part. I asked them if this matter could be resolved in a manner that would be fair and just since it was their fault this happened but I have not received any response to my request. I feel this is false advertisement their by misleading the public.

Desired Settlement: I would like to be offered another item compatable to the two I have been denied.

Business Response: I have spoken to the customer regarding her purchases. One of the options she suggested to find products that she liked and I would be able to honor the price that her original purchases are. The customer is aware the price of the product will effect the outcome. However, I told the customer we are wanting to work with her as much as possible! She is going to get back to me regarding what products she is intersted him. Then her and I will negociate from there. She seemed to be happy with the outcome. Although I could not get the specific products she ordered. She will be getting a discount on a product of her choosing.

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******** *******


Liquidation channel has answred my complaint and has resolved it to my satisfaction and has apologized to me for their mistake.




7/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed 3 small orders on my credit card, and each time the account info on line showed the status as "declined". I confirmed with my credit card company that the charges were approved. I've attempted to contact the customer service number twice, holding for nearly 30 minutes each time without reaching anyone. I've also attempted to email customer service with no response.

Desired Settlement: I would like confirmation by email that the orders are cancelled and refunded to my credit card. Order numbers are: *********** *********** *** **********

Business Response: Attemped to reathorize customers order and was not able to do so. Attempted new order with customer consent ********** I did this with her consent with her
new and old billing address. The order did not go through either. Customer has indicated to me that she spoke with her credit card company yesterday to verify they had her right address. Let customer know sometimes when information is updated it does not take affect right away. Customer said just to cancel the orders and she will check with her card provider. Also told her
pending charges will drop. However, she can get fax# from bank if they are not dropping within a timely fashion. She was ok with waiting for the charges to drop first. However the customer is aware they are pending charges and we are not collecting funds. Therefore, the resolution is to allow funds to drop first and the changes she made with her credit card company to take affect.

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  The representative was most helpful: polite, professional, and well versed in handling the situation. 

Regards,

**** *******

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have previously filed a complaint on MANY issues with this company, and now need to file another. I just got an email today stating that the cust. service rep. couldnt find any notes on something else i have called about about a week or so ago, so they must be deleting records, because i spoke to someone named ****** about those just this past friday, she never called me back about it either so i sent an email, when i didnt get a timely resopnce on that i then called agian! And as for the Mabe ring they said they couldnt send me after billing my account and holding my money for well overy 8 days, i just saw some on the auction last night, so that was a lie! I also saw many of them on the site fort several days after i was already billed for it! Just wanted to launch another investigation since this is the first ive heard of no note sbeing on my acct. for 2 packages i have contacted them about on the 24th, and since i am seeing prof agian that they clearly have the mabe pearl ring in stock and have caught them in yet another lie i am upset even further because that was a gift to my mother and see is now upset as well. I have been informed that when i pay for a product and they draft my account for it, it is then considered a contract between the LC and myself by LAW. And they have done this to me with items they charged me for over and over, close to 20 items in the past few months i can count 11 just in the past 3-4weeks! something must be done seeing as this practace is not leagle and i am well within my rights.

Desired Settlement: On this one i want to know about those two orders missing notes(why are there no record on those? when i called about them on fri) where are they!!!! And i want my mothers MABE PEARL RING SZ 8 sent since they lied agian and clearly have them in stock, the guy even said last night they have them in stock now, so there is no way outta that one they were just on thier site as well. I also want something done about the breach of contract issues in this order and the countless others!

Business Response: It is always the LC's intent to deliver items that are won on the auction and records are never deleted. Agents are required to notate customer accounts when they speak with a customer. All phone calls are also recorded. Through the quality control, shipping, or inventory process some items are unavailable to ship. When this happens the customers account is refunded and then notification takes place. We regret that this customer has had a poor experience and invite them to contact customer service for assistance. We are always willing to help the customer find a similiar item in these circumstances.

5/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 items onine on May 4, 2013. I put in the incorrect date of expiration for my credit card 2013 instead of 2014. My purchase was declined. Immediately, I tried calling customer service which took 40 minutes to reach a representative. She corrected the expiration date and assured my that my order was completed. I did not receive any confirmation via email. My order status showed "Authorization Successful" but no tracking information. Liquidation Channel claims that they process the order within 24 hours and check for accuracy. I waited a full 7 business days for my items to arrive which did not happen either. I could not get through to customer service on the phone. It took 3 emails and several unsuccessful phone calls to LC when I finally received this email from their customer service representive: Hello, It looks like these items are no longer available and the order was cancelled. You will see the funds return to your account within 3-5 business days and let us know if there is anything else we can assist you with. Thank you, ******* * P.S Only one email is needed and they are answered as they arrive. Unfortunately, we have been a little backed up, so we apologize for the delay in response. Liquidation Channel Customer Service 100 Michael Angelo Way I Suite 400D I Austin, TX 78728 Ph: ###-###-#### I Fax: ###-###-#### Email: mailto:************************************** Web: http://www.liquidationchannel.com/ These are my emails: On May 14, 2013, at 3:48 PM, Trish wrote: On May 13, 2013, at 4:13 PM, Trish wrote: Hello! I placed the order ********* May 4th and, due to an error I made, I needed to get assistance from customer service to place the order. We worked it out over the phone and the order was completed. I do not see the normal responses under my account, ###-###-####. The funds were taken from my bank account May 6. I have not received my order and have no way of tracking it. Can you please help? I try to call from a work phone but am on hold. I cannot leave ###-###-#### however, the reception for my cell phone is really bad where I live. Please let me know how this order can be checked. I also checked my bank account and no credit has been given, as once before I ordered from the auction and the item was not actually in stock, so I was issued a refund. This does not look like the case. Thank you in advance for your help!! ******** ** ***** I still have not received a response or my purchases. I would like someone to respond as soon as possible. Thank you, ******** ** ***** 3rd REQUEST: I have waited for a response to no avail. It saddens me that no one has the time to look into this and get back with me. I have had numerous quality control issues with LC recently, but have looked past them as I am drawn to the prices of the products. I see that the LC is accredited with the Better Business Bureau with an A+ rating. I will wait until tomorrow morning for a satisfactory resolution other than a refund of the purchase price, that I will have to wait 3 days for (at the least), and spend more time checking to see if my bank has received it. It is only $16.00 however, this is the worst customer service I have received from the LC. I will contact the BBB with this issue as I know they will work with me and not overlook my attempts to contact anyone for assistance. As I have stated before, I cannot stay on hold with LC customer service for extreme periods of time to never reach anyone, and cannot rely on my cell phone to receive reception if an agent were to call me back, therefore I am using the email. ******** ** ***** This is the 2nd time this exact situation has happened. Their callous attitude is disappointing. I have had numerous other issues including being sent the incorrect merchandise and told they no longer have any in stock to send me. I was one of the first callers in that item. I was sent a significantly lesser valued item in error. I was told to send the lesser item back and they would issue a refund once they receive it. There was no remorse at that time either. I have received most of my items broken is missing something but have dealt with it on my own. I have continued to be their customer and figured I could correct these issues on my own as I make jewelry as a hobby and the low prices keep me going back. Not any more. I want this issue known by those who can take action and resolve it. I believe I deserve to be treated better than this.

Desired Settlement: I can understand if they are running behind as I have worked in customer service most of my life at age 48. To repremand a customer who has been in good standing and polite (yet direct to the point) Liquidation Channel should not deserve the A+ rating from the Better Business Bureau. Even knowing through my email, that I was upset, I was not forwarded to a manager. I did not want a refund and specifically stated that. I wanted a store credit so that I could hurry and get something else as a graduation gift and not have to waste more time checking to see when the credit will be at my bank. Now I have wasted 11 days with their auction process, failure to have the ability to correct credit card information on an order, calling customer service, emailing customer service and now I have to wait an additional 3-5 business days to get a refund. It took me longer than that to continually search the auctions for the right gifts and finally "win" the bids, only to be treated with indifference yet again. I understand it is my choice to shop where I want and the Liquidation Channel has shown me that their customers really do not make a difference to them.

Business Response:

I'm sorry to hear of the poor experience Ms. ***** has
had with the Liquidation Channel. We do strive to provide a positive customer
experience and apologize that she was not responded to the manner and time
frame that was deserved. The Liquidation Channel stands behind their products
by offering a 30 day warranty on all items that are received damaged or
defective. The order that was cancelled was only a pending authorization at the
time it was cancelled so the money was never actually deducted from Ms. *****'s
account therefore no refund would be due. She will not see a deduction of
$15.98 on her bank statement. For the inconvenience and poor experience I have
placed a $20 store credit on Ms. *****'s Liquidation Channel Account which she
can use by calling in and speaking with an agent.

Consumer Response: [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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,
******** *****




















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