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Liquidity Services Inc

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Phone: (800) 498-1909 View Additional Phone Numbers 1920 L Street NW 6th Fl, Washington, DC 20036 http://www.liquidation.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Liquidity Services Inc 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.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Liquidity Services Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 198 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

198 complaints closed with BBB in last 3 years | 70 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 54
Billing/Collection Issues 9
Delivery Issues 15
Guarantee/Warranty Issues 3
Problems with Product/Service 117
Total Closed Complaints 198

Additional Information

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BBB file opened: January 01, 2001 Business started: 01/01/2000 Business incorporated: 11/01/1999 in DE
Type of Entity

Corporation

Business Management
Mr. William P Angrick III, CEO/Chairman
Contact Information
Principal: Mr. William P Angrick III, CEO/Chairman
Business Category

Internet Auction Service

Alternate Business Names
Dyscern.com Government Liquidation, LLC Liquidation.com Inc
Additional Information

According to information provided by the firm, it sells a mix of new, used and refurbished items of varying quality, which comes directly from the sellers. The company has a Dispute Resolution process to deal with buyer/seller disagreements. Customers are required to read and agree to the Terms and Conditions statements of the firm prior to entering registration; these terms are applied to all transaction interactions.

Industry Tips
ONLINE AUCTIONS

Additional Locations

  • 1920 L Street NW 6th Fl

    Washington, DC 20036

  • Dyscern Former Location  405 Glenn Drive, Suite 10

    Sterling, VA 20164

  • THIS LOCATION IS NOT BBB ACCREDITED

    15051 N. Kierland Blvd., 3rd Floor

    Scottsdale, AZ 85254

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  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (202) 467-6868(Phone)
  • (202) 558-6284(Phone)
  • (800) 310-4604(Phone)
  • (800) 310-4604(Phone)
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Complaint Detail(s)

4/8/2014 Problems with Product/Service
4/8/2014 Delivery Issues
3/28/2014 Billing/Collection Issues
2/25/2014 Advertising/Sales Issues
2/21/2014 Problems with Product/Service
2/17/2014 Advertising/Sales Issues
2/16/2014 Billing/Collection Issues
2/16/2014 Advertising/Sales Issues
2/8/2014 Advertising/Sales Issues
2/8/2014 Advertising/Sales Issues
2/8/2014 Problems with Product/Service
2/7/2014 Problems with Product/Service
2/6/2014 Advertising/Sales Issues
2/2/2014 Billing/Collection Issues
2/2/2014 Advertising/Sales Issues
1/29/2014 Advertising/Sales Issues
1/24/2014 Problems with Product/Service
1/23/2014 Billing/Collection Issues
1/14/2014 Problems with Product/Service
12/28/2013 Delivery Issues
12/28/2013 Advertising/Sales Issues
12/20/2013 Guarantee/Warranty Issues
12/18/2013 Advertising/Sales Issues
11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed a bid on their website for consumer electronics that were listed as customer returned items. Nowhere in the listing did it explain that there was any damage to the items I would purchase. When I received them they were damaged. I called their customer service line which is absolutely horrible. I asked to speak to a supervisor several times but I was denied access to one. I am a first time customer and I feel that they should not treat their customers this way. I followed their return policy by submitting pictures with a dispute. They replied a few days later stating that I should have looked at the merchandise when I picked it up and reported any concerns then. I live 2000 miles away. I never went to their location to pick up these items. They were shipped to me. They have no idea how to properly run a business and I want to be fully compensated for the money and effort I've put in to do their job for them.

Desired Settlement: I would like the BBB to properly monitor them because they should not be allowed to conduct business nationwide with these horrible basic customer service practices. I want to be refunded for the purchase and shipping costs. They are welcome to provide a shipping label to me to send their garbage back to them.

Business Response: November 5, 2013

**. ***** ******
Better Business Bureau
1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. *** ********, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. *** ******** with the Better Business Bureau. **. ******** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services,

Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. ******** believed that our company was in breach of this contract because his dispute was initially denied; however, it has since been resolved in his favor.

**. ******** was the winning bidder of an auction for a lot of 11 consumer electronics items in Returns condition purchased via Liquidation.com. On September 9, he filed a dispute with our Customer Relations Department asserting that his shipment was not in the condition advertised by the seller in the auction listing. **. ******** said that two of the 11 items were severely physically damaged: the Panasonic home theater system had a severely bent board as well as several dents and scratches, and the Rocketfish item had bent ports and gashes on the top.

Our disputes team reviewed **. ********’s claim and initially concluded that it could not be honored because the buyer had arranged his own shipping, thus waiving his right to dispute the condition of the items after they left the warehouse. When **. ******** made his purchase, a window displayed explaining, “By opting to arrange your own shipping, you agree that any claims must be made at the time of pick up. Therefore no claims would be accepted after pickup.” This policy is set because we cannot determine when damage occurs to a product once it leaves our premises. However, in consideration of the buyer’s new status to our website a onetime exception was made and a return label was sent to **. ******** for the merchandise. Upon return of the merchandise, a full refund of $115.56 was processed to **. ********’s account on September 17.

We feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace and consider the matter closed with the refund payment.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an auction lot (Transaction ID *******) of 'returns' condition DVD players. They shipped via UPS Ground, arriving 8/15/2013 in a large box. The players had no protection on the box bottom below the loose jumbled players, or on any sides. They were all in the bottom of the box with a wad of Kraft paper on top. The box was also crushed due to its weight (46lbs) and the absence of any substance or strength above the crammed players. The players were subjected to significant slamming during shipping. They have rattles inside and now should be characterized as 'salvage'. I opened a dispute 8/15/2013 with Liquidity Services (Liquidation.com) and it was closed 8/21/13. My claim was rejected since these were 'returns' condition, and 'returns' condition can be broken/used, etc. Also, there was insufficient evidence in the photos I submitted. I was never called, or emailed for additional details or information. The absence of protection of any kind in the shipping packaging was never addressed. Damaged caused during shipping was never addressed. I emailed Liquidity Services 8/21/13, stating not to close the dispute and gave my reasons, that my original issue with packaging was not addressed, that there is a obligation of the seller/shipping entity to properly package my merchandise, and that this did not happen. I escalated a Paypal claim on 8/22/13. On 8/26/13 I attempted to log in to my Liquidation.com account. It would not allow me and I could not reset my password. I emailed Liquidation.com, and was notified my account was terminated for breach of contact. I never received an email notifying me of this. I also have several open transactions. After several email correspondences 8/26/13, I have been requested to cancel the charge-back request with ******, before I can submit evidence to 'back up your claim for damaged goods. Support that can be submitted with your dispute that assist the Disputes department would be pictures, video and you can also compare your manifest of items received in the package to that of the manifest online' . As is evident, I cannot do this since during the email correspondences today, there is still a lack of understanding that my issue is with the lack of packaging protection, not with the advertized condition. This is for a total of $200. Since it seems neither Liquidity Services, nor the seller is responsible for packaging the merchandise, just for pre-shipped condition. I am immensely thankful I did not purchase 20 new Dell laptops for $10,000 and have them arrive in a box with zero protection, with resultant rattles and damage. It would have been tough cookies for me.

Desired Settlement: Common sense policy changes: - read dispute claims and not send boiler plate responses to disputes. Do not be Great Benefit from The Rainmaker. - contact buyers for more information on claims if it seems evidence is lacking. - contact account owners before terminating accounts, email them when you do so as well - have dispute staff and customer service staff provide names in correspondences. And for me, a refund and reopen my account.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 200 dvds described as Return DVDs including: Ice Age, Spiderman, Robin Hood & More - Original MSRP $2,028.00 This auction is part of a global inventory direct from one of the world's largest computer & electronics retailers. Many of the dvds had cases and stickers identifying them as rentals. Basically I received a bunch of used rental movies not returned dvds.SOme of the dvds and cases had names written on them.

Desired Settlement: I am open as to how to handle this. I do not believe I should be responsible for the return shipping fees of $56.00.I would like to either get a replacement order with actual returns as advertised or get a full refund and prepaid shipping for the return postage.At the very least I feel a partial refund is in order.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I posted an auction on the website liquidation.com. This was my first auction with this company. Title: "50 Designer Handbags, Purses, Totes" Auction ID ******* The description was not my original description but was changed by the company to read as follows: "Included in this wholesale lot are 50 new arrival gorgeous fashion designer handbags/purses/totes. All are brand new with tags and wrapped individually. There are various style and color combinations included in this auction. They are made from quality hardware, faux leather materials. Most have exterior pockets/zippers as well as interior pockets/zippers." The pictures posted included a pictures of each style represented in the lot. Never at any time was my intent to be deceitful as to the items the buyer would receive. After the buyer received the auction ***** filed a 'dispute' with liquidation.com claiming that they thought they were receiving 50 handbags and there were only 16 handbags and the rest were assorted other items including coin purses. (There were no coin purses in this auction) I received this email from the company: "Dear ********, Liquidation.com has received a dispute claim from the buyer for transaction ******* (auction *******). Until this dispute is resolved, a temporary hold has been placed on the funds from this transaction. No further action is required at this time on your part. We will review the dispute to determine it's validity and notify you of the details if we do not deny the dispute upon first review. You will be provided two business days to provide a counter response or offer a resolution. Thank you, Liquidation.com Customer Support" I then sent a copy to my contact person from liquidation and here was here email to me: "These two links are for pictures that are in this auction: https://www.liquidation.com/shared/auction/images/photos/*****/********.jpg https://www.liquidation.com/shared/auction/images/photos/*****/********.jpg Both of these pictures match the buyer’s support, therefore the buyer received the items that were pictured. The auction very clearly says “There are various style and color combinations included in this auction.” The auction did not say all items would be large handbags, and the auction did not list a style breakdown. The buyer should not have assumed that they would get 50 large designer looking handbags, that is the buyer’s fault, not the sellers. Please deny this dispute and code it as buyers remorse. " A few days later I received an email saying I had lost the dispute. I then received a letter in the mail stating the items were being returned and I would have to pay a fee to the company plus the shipping charges to and from the buyer. My complaints are as follows: 1. If the description was not adequate then that should have been caught when the company CHANGED the wording of the description from what I originally sent them. 2. The buyer received all of the items pictured. There were no sneaky items sent that were not in the pictures 3. Never once was I asked to dispute or state my position in this situation. 4. Listed in the title of the auction are the words: Handbags, Purses and Totes. The buyer should not have assumed there were only Handbags according to the title of the auction and the pictures posted. The description also states that, but the description was the words of liquidation.com and not me. My last email to liquidation was: "A dispute is usually a 2 sided thing and is debated. I was never given the chance to 'dispute'. The title of this auction was Handbags/Totes and Purses. There were NO coin purses. The various styles were all pictured. I was in no way trying to deceive anyone. This was my first auction and maybe it should not have been listed without further direction and advice from your company as to the pictures, descriptions, etc... This is REALLY not setting well with me. I know that me not doing business with your company doesn't matter, but I am going to report this to BBB and I will not be doing business with your company again. Sorry *******! Nothing personal. Just a shady practice when something like a 'dispute' takes place and one side is not allowed to rebuttal." Here is the return email I received: " Totally understand how you feel, trust me you’re preaching to the choir on this one. I only manage sellers. That means I don’t agree with 99% of the things buyers say. You’ve seen my tips and instructions on your auction listings firsthand – I want to do everything possible to avoid these disputes. Unfortunately buyers don’t have account managers the way sellers do, so they’re not nearly as educated. My advice to you is to just take it with a grain of salt. Don’t spend any time focusing on it. The Disputes Department Continue looks at all of the information and tries to make the best decision possible – they’re not in DC with me, I’ve never met any of them face to face (and I’m not exactly nice to them because of decisions just like this one so they don’t like me). For the most part they do a very fair job on their resolutions. Trust me, your doing business with us does matter. Our entire company was built on private seller accounts and the department I am a part of. Let me know if there’s anything I can do on my end to help convince you to stay selling.

Desired Settlement: I would like liquidation to take responsibility for this mistake they have made. I do not want to be responsible for the shipping charges either way or the 'fee'. The pictures were correct as stated by myself and a representative of this company. The description may have not been complete to their satisfaction but it was edited and changed by liquidation.com. I do not know the amount of the shipping charges or the fee. This was not disclosed to me.

Business Response: July 28, 2013

Dear **. ******,

Please accept this response to the complaint filed by **. **** *** ******** with the Better Business Bureau. **. ******** described concerns she had as a seller on our website, stating that Liquidity Services, Inc. had not properly resolved a buyer dispute.

**. ******** sold a lot of 50 designer handbags, purses and totes on Liquidation.com on May 24. The buyer then filed a dispute on the auction stating that the merchandise had been grossly misrepresented by the seller. The buyer said that the shipment received consisted of 16 handbags, 20 “coin purses” and was filled out by totes. The buyer believed that all items would be full-sized. **. ******** believes that the buyer should not have won the dispute. She also does not want to pay the transaction cancelation fee or the return shipping costs.

In reviewing the claim, our disputes team determined that the auction listing was not sufficiently descriptive to acknowledge the large quantity of smaller items (40% of the lot). Liquidation.com serves as a neutral arbiter of disputes between buyers and sellers in its marketplace. **. ******** says that some of the auction language was changed, but if her original language did not indicate the large number of smaller items then the description changes are not relevant to the dispute registered by the buyer.

We feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace and consider the decision to be accurate given the evidence.

Regards,

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

In the original description it has "There are various style and color combinations included in this auction."  Also ALL items were pictured including every handbag with individual pictures, every tote with individual pictures of what was included in this auction.  There were NO "coin purses", regardless of what the buyer and Liquidation.com say. 

In the original email regarding the dispute I was told that when the decision was made I would have 48 hours to dispute this complaint.  That never occurred.  The next email said the decision was made and final. 

If I had been given the chance to dispute they would have realized:

 1. ALL items were pictured. 

2. There were NO "coin purses". 

3. There were smaller, high quality purses but they measure in size 8" x 6" with a shoulder strap and are no where near a "coin purse". 

4. There was nothing even closely that resembled a "coin purse".

This was buyers remorse.  After  purchasing they realized they had not read the description nor looked at ALL the pictures and made up this story of "coin purses" to win this dispute.  Since the dispute was closed before I could explain my side of the story and Liquidation.com assumed that if the buyer said there were "coin purses" then there must have been "coin purses", BBB was my only way of getting my side of the dispute heard. 

Regards,

**** *******








Business Response: October 15, 2013


Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. **** *** ********. In her response, **. ******** states that she is dissatisfied with the reply provided by our company to her initial complaint.

**. ******** filed a claim regarding the decision to cancel one of her auctions as a seller on Liquidation.com. She said that the wording of her auction listing was changed and that the buyer was inaccurate when characterizing some of her product as coin purses. Our disputes team decided in favor of the buyer and offered a full refund upon return of the merchandise.

In her most recent response, **. ******** says that our company would not allow her to present her side of the dispute. She also maintains that there were no coin purses. However, **. ******** was contacted for her response to the dispute and provided her side of the dispute via e-mail on June 5. The final decision of our disputes team was made on June 8. Our personnel could not have provided a more accurate description because we had no access to the items for sale, as they were sold directly from **. ********’s location. In the view of our disputes team, the description was not sufficient for the 40 percent load of smaller items, including coin purses. Apart from maintaining a successful marketplace, there is no advantage to our company to cancel transactions so there is a well-defined standard for taking such action. Unfortunately for **. ********, this transaction was judged to meet that standard.

We regret that **. ******** remains unsatisfied with our response; however, we stand by our decision to deny the dispute based on the evidence provided.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had bid on an auction and won where one of the items in the auction was listed a an "all-in-one" Apple Desktop. After receiving the items, the item that was listed as an Apple Desktop was just a 27" Apple Monitor. I contacted Liquidation.com and they agreed for me to send the item back. I had mistakenly thought that they wanted me to return everything in the auction. However, they only wanted me to return the 27" Apple Monitor. However, I had returned all three items that where in the auction. I only received credit for the 27" Apple Monitor. Liquidation.com claimed that I did not return everything, only the monitor. They based there claim on the prepaid shipping label. The prepaid shipping label was for 15 lbs, however their claim is not valid because the 27" Apple monitor weighs more than 20 lbs. I have contacted UPS to check if they had weighed the package at anytime during shipping, UPS said they did not weight the package because it was prepaid and the package was actually billed based on a dimensional weight of 30 lbs. I believe that the two items that were returned accidently, were stolen after arriving at liquidation.com's warehouse in Arizona because they were not supposed to be returned and therefore were not accounted for. Which gave someone the opportunity to steal the items without being noticed. Please note that the box that I shipped the items back in was the original box that Liquidation.com shipped the items to me in, and it was a very large box. The box was to big for just the 27" monitor.

Desired Settlement: I would like the additional amount be refunded back to me, because I had returned all the items but only received a refund for the 27" Apple Monitor.

Business Response: July 28, 2013

Dear **. ******,

Please accept this response to the complaint filed by **. ******* ********* with the Better Business Bureau. **. ********* described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. ********* believes that our company is in breach of this contract because he is unhappy with the amount of his partial refund.

**. ********* was the winning bidder of an auction for a lot of three Apple and HP brand computers in Salvage condition purchased via Liquidation.com. On May 14, he filed a dispute with our Customer Relations Department asserting that the shipment he received was grossly misrepresented by the seller in the auction listing. He said that the Apple All-In-One desktop computer received consisted of the monitor only. **. ********* provided photos in support of his claim.

After receiving additional information from **. *********, our disputes team reviewed his claim and concluded that a partial refund for one unit at unit price was appropriate. Prepaid shipping labels were sent to the buyer for the return of the monitor. Following confirmation of receipt, a partial refund of $277.45 was processed to **. *********’s account on May 21.

At that time, **. ********* said that he had expected a full refund since he returned all three items. Our warehouse confirmed to our disputes team that only one item was received, and therefore our disputes team did not authorize an additional payment. **. ********* maintains that he did actually send all three items and would like a full refund or a return of the two items not authorized for a return. He also provided an argument supported by data from UPS delivery to back his claim.

The Liquidation.com legal department will follow up with the disputes team and warehouse regarding the matter; however, we cannot guarantee a change in resolution. **. ********* neglected to follow the instructions that only the monitor be returned, so delays in resolution rest with that fault.

We regret that **. ********* was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter is being handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
It is not acceptable that Liquidation.com cannot issue a full refund based on a false claim that their warehouse in Indiana is making. All three items were returned at the same time in the same box. There is no reason why Liquidation.com has the right to keep the other two items or refuse to refund the full amount because I accidently shipped all three items instead of only one item. I was willing to pay for the shipping of the items back, which was communicated in the e-mail sent to their dispute team. I would like to state again that their defense that the prepaid shipping label was paid for only 15lbs, so all three items could not have been returned is false. The Apple 27" Thunderbolt weighs greater than 15 lbs and UPS has stated that the shipment was billed based on dimensional weight. I understand that this dispute needs time to be investigate, however this claim has been filed well over two months ago. The amount of time that Liquidation.com has taken to respond to my claim only states that they did not take my claim seriously or simply refuse to put their customers fist.   

Regards,

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








Business Response: October 14, 2013

Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. ******* *********. In his response, **. ********* states that he is dissatisfied with the reply provided by our company to his initial complaint.

**. ********* claimed that one of the items he purchased from Liquidation.com was grossly misrepresented in the auction listing. His claim was awarded a partial refund upon return of the problem item. However, once the partial refund was processed, **. ********* said that he had sent all three items from the lot and that he was therefore entitled to a full refund. We only had a record of the one problem item being received so the partial refund remained the decision of our disputes team.

In his most recent response, **. ********* states that our warehouse is making a false claim about the items received from him. However, we have been unable to locate the other two items that **. ********* claims that he sent, and no discussions with our warehouse personnel have resulted in the discovery of the items. **. *********’s return shipping label was prepaid and thus not weighed. We are left with no way to determine whether or not the other items were removed during the shipping process or simply not sent. Since our instructions were to return only the problem item, the burden falls upon **. ********* and with no concrete evidence to the contrary, we cannot refund him in full.

We regret that **. ********* remains unsatisfied with our response; however, we stand by our decision to partially deny the dispute based on the evidence provided.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed 3 orders for women's panties, bras to sell on ebay. All 3 orders were to be NEW products. Numerous items are badly stained! I cannot sell these things. I opened 3 disputes as they instructed me. I sent some sample pictures on the first dispute and told them the other 2 were in the same condition. They responded at one point and told me actually a video rather than pictures is better. This sounds to me like they are making it too difficult for people to return things. They sent me a return label to send back the first order but are denying my dispute for the other 2 orders. They are in the same stained condition. All I want to do is return a horrible product and get my money back.

Desired Settlement: All I want to do is return the other 2 orders to them and get my money back.

Business Response: July 28, 2013

Dear **. ******,

Please accept this response to the complaint filed by **. ******** ***** with the Better Business Bureau. **. ***** described concerns she had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of buyer’s purchase agreements for transaction IDs *******, ******* and *******. **. ***** believes that our company is in breach of this contract because two of her disputes were denied.

**. ***** was the winning bidder of three auctions for 1) a lot 120 ladies lingerie and bras, 2) a lot of 156 ladies boyshorts and panties, and 3) a lot of 120 bras and sports bras, all in New condition, purchased via Liquidation.com. On June 5th and 6th, she filed disputes with our Customer Relations Department for all three auctions asserting that the merchandise she received was grossly misrepresented in the auction listing and not in the condition advertised. She said that many of the items she received had stains and that some were missing straps or missing tags.

Our disputes team reviewed **. *****’s claim for the first disputed auction and concluded that it would be honored with a full refund upon return of the merchandise to the seller. However, the other two disputes could not be honored because she never sent supporting evidence for those dispute claims (photos, videos, etc.). The Liquidation.com disputes process is clear and a notice was sent via e-mail to **. ***** stating that supporting evidence would need to be sent in order to evaluate her claims. She ignored our instructions.

Furthermore, during our review, **. ***** filed chargeback disputes with ****** for all three transactions. Chargebacks are specifically prohibited in our User Agreement because the buyer maintains possession of merchandise without paying for it. When **. ***** registered as a User on Liquidation.com, she agreed to follow the dispute process detailed in our User Agreement. For this reason, **. *****’s Liquidation.com user account was de-activated. Also, as a result of her chargeback our attempt to process a full refund of $155.75 for the first, properly completed, dispute was unsuccessful. Note that we found in her favor where she complied.

We regret that **. ***** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:


Regards,

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

This email was sent to liquidation on 6/6.    All 3 of my orders were from the same company.   All of the damage was the same. 


I advised them on 6/6 that the pictures and damage applied to ALL 3 orders.

All of the items were listed as NEW.   This is FRAUD.   These items are not new.

I believe they are trying to pass blame on this matter.   The issue in my mind is not that I failed to comply with their dispute process but rather that they are defrauding me as a buyer and selling me defective merchandise and refusing my offer to return it..

__________________________________________________________________________________________________________________________________________________________________________________________________________

Email sent to liquidation.com on 6/6l:

This refers to all 3 of my orders.

Auction ID *******                Trans ID *******

Auction ID *******                Trans ID *******

Auction ID *******                Trans ID *******

On 6/6/2013 4:55 PM, Liquidation.com - Disputes wrote:

Thank you for contacting Liquidation.com,

Hello,

Please provide the transaction ID that this message is in reference to.
Thank you again for using Liquidation.com, your source for business surplus.

Sincerely,

Customer Support Department Liquidity Services, Inc.
Phone: ###-###-####
http://www.liquidation.com/c/buyer/index.html

:::******************:::

On Thu, 6 Jun, 2013 11:09:10 AM EDT, asked:
I sent it yesterday. I will resend.

This is ridiculous. All I want to do is return to you the BAD
MERCHANDISE you sent me. Please advise a RMA # and I will send it back.

IF NOT, I will be reporting this to the following agencies and filing a
dispute with my credit card company. I do not plan to spend any more
of MY TIME dealing with this BAD MERCHANDISE.



* *DC Attorney Generals Office*: (www.oag.dc.gov) Click on the
Consumer Complaint Form link under Services.
* *Federal Trade Commission*: (www.ftc.gov) Select the "Consumer
Protection" tab and then the File a Complaint tab.
* *Better Business Bureau*: (www.bbb.org) Under the "FILE A COMPLAINT"
heading, select "Business" and follow the steps to file your complaint.
* *National Association of Consumer Agency Administrators (NACAA)*:
(www.consumeraction.gov/state) They have links to consumer
protection agencies in other states. Just search for your city and
state.
*



________________________________________________________________________________________________________________________________________________________________________________________________________

I have offered to return the merchandise on several occasions.   I still have it.   I will return it.   I do not want it.










Business Response: October 15, 2013

Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. ******** *****. In her response, **. ***** states that she is dissatisfied with the reply provided by our company to her initial complaint.

**. ***** filed a claim regarding merchandise that she believed had been grossly misrepresented for three auctions purchased via Liquidation.com. Our disputes team found in her favor and provided a full refund for the one auction transaction for which she sent evidence to support her claim. However, she ignored our instructions and did not follow through with her other disputes. Thus, they were not found in her favor.

In her most recent response, **. ***** says that she should have been awarded a full refund for all three disputes because all three transactions were brokered with the same seller and that they all had the same problems. She said that she told our disputes team that her evidence was applicable to all three disputes. However, it was made clear to **. ***** that these are three separate transactions and thus we needed the actual, separate evidence for each transaction individually. Without specific evidence to each transaction, we could not effectively evaluate **. *****’s claims. Instead of cooperating with our disputes team, she freely ignored our requests.

Our company did not defraud **. ***** because Liquidation.com did not own these items for sale. We brokered the transactions between the seller and the buyer. In order to properly review the dispute as a neutral party, we required the buyer’s cooperation which we did not receive. Further, once **. ***** violated her User Agreement by filing chargebacks on the transactions, all reviews were ended and her user account was deactivated.

We regret that **. ***** remains unsatisfied with our response; however, we stand by our decision to deny the dispute based on the evidence provided.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i ordered 101 pairs of designer jeans that stated various sytles and sizes. when i recieved them they where various stles but out of 101 pairs of jeans 90 where size 27 which is not that common a size. i filed a dispute after talking to a manager at liquidations who agred over the phone that 90 of one size was not various sizes. i sent pictures and documentation of the listting and my dispute was denied by liqidadaters saying that ther was various sizes. i think that 11 different pairs of jeans and 90 the same size was very decieitfull and product dumpping , i exspected many diggerent sizes 30 and over. i told them i would be happy with the exchange of 50 pairs of jeans for sizes 30 and above and a equal mixture.. i feel they did not stand behind there policy of disputes and i was ripped off and very unhappy with there business. i also had to ask to speak to someone in mgt. several times and told i could not , until i buged them every day and finally was able to speak to some one in mgt. who would not give there name. again 90 pairs out of 101 the same size is not assorted various sizes to any normal thinking person

Desired Settlement: would like a replacement of 50 pairs at various sizes 30 and above assorted equally. company needs to change there policy and list exactly how many of each size is in lot not say assorted and send 90 out of 101 the same size

Business Response: September 5, 2013

Dear **. ******,

Please accept this response to the complaint filed by **. ****** ****** with the Better Business Bureau. **. ****** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. ****** believes that our company is in breach of this contract because his dispute was denied.

**. ****** was the winning bidder of an auction for a lot of 101 pieces of new designer jeans purchased via Liquidation.com. On July 12, he filed a dispute with our Customer Relations Department asserting that the merchandise he received was grossly misrepresented by the seller in the auction listing. **. ****** said that he expected a greater range of sizes but that 90 of 101 jeans were size 27. He said that he had no problem with the quality, but that the jeans would be difficult to sale because so many were the low-demand size.

Our disputes team reviewed **. ******’s and concluded that it would be denied because the support he provided validated that the Seller complied with the auction listing. Even though there is little diversity of sizes, there are some different sizes. There was no detailed manifest representing that there would be a wide range of sizes. This was an assumption of the buyer which was incorrect, but it is not grounds for overturning a transaction.

We regret that **. ****** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:  I dont feel that 90 pairs of jeans out of 101 pairs  is varies sizes. i feel that this was very deceptive and liquadations should require a manifest, with a complete listing of all sizes for its auctions so this wont happen, i do not belive this is fair to the consumer and compannys can take advantage.

 
 


Regards,

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








Business Response: October 15, 2013

Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. ****** ******. In his response, **. ****** states that he is dissatisfied with the reply provided by our company to his initial complaint.

**. ****** claimed that the jeans he purchased via Liquidation.com were grossly misrepresented by the seller in the auction listing. He said that 90 of the 101 pairs of jeans were the same size 27. Our disputes team decided that the seller did not misrepresent the merchandise and allowed the transaction to stand.

In his most recent response, **. ****** states that he does not believe that 90 pairs of jeans out of 101 pairs being the same size constitutes “assorted sizes” as claimed in the advertising. Unfortunately, there is no technical threshold for the amount of diversity required to meet the definition of assorted. There were multiple sizes in the lot of jeans; therefore they are “assorted.” Since there was no manifest breakdown of the sizes, **. ****** should not have had an expectation regarding the distribution of sizes in the lot. If he was uncomfortable with the uncertainty, he could have elected not to bid upon the jeans, which he acknowledges are an acceptable quality. While the buyer expressed displeasure with the many size 27 jeans, there is no reason to believe that this size is any less in demand than any other size to be sold. A person would need to pass through size 27 to reach sizes 30+.

We regret that **. ****** remains unsatisfied with our response; however, we stand by our decision to deny the dispute based on the evidence provided.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought merchandise advertised as new ladies underwear from liquidation.com but upon delivery some of the underwear were stained and looked old. Others were shelf pulled and also looked old. I filled a complaint to liquidation.com for a resolution including pictures of the defective merchandise. I was told yesterday after waiting for a month that the case cannot be resolved and that I have to keep the 350 old/defective/ shelf pulled ladies underwear that was advertised as brand new items. I tried to go through the chain of command at liquidation but a customer rep called ***** at extension **** told me that he is the last manager to make a decision and that he has already made his decision so I cannot talk to anyone else. I asked for his supervisor and he told me that he is deceased. This complaint is in regards to Dispute Transaction ID *******.

Desired Settlement: Merchant can also be replace the merchandise as advertised. new items and not shelf pulled items.

Business Response: July 20, 2013

Dear **. **********,

Please accept this response to the complaint filed by **. ********* ******* with the Better Business Bureau.

**. ******* described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. ******* believes that our company is in breach of this contract because his dispute was denied.

**. ******* was the winning bidder of an auction for a lot of 347 mixed ladies lingerie underwear purchased via Liquidation.com. On April 8, he filed a dispute with our Customer Relations Department asserting that the merchandise he received was not in the condition advertised by the seller in the auction listing. **. ******* said that the merchandise he received contained some items that were “old and defaced” and consisted of small sizes that would not “even fit a 6-year old girl.” He said that much of the merchandise appeared to be “Used” rather than “New” condition. He provided photos to support his claim and requested a full refund.

Our disputes team reviewed **. *******’s claim and concluded that the photo support he provided did not validate his claim that the lingerie was in a condition other than advertised. The disputes reviewer saw no stains, rips, tears or loose threads in the photos. Also, there was no way to determine the size from the photos of the merchandise. The buyer asked to re-open the dispute and sent additional photos. A secondary examination by customer service management determined that the original denial of claim would stand.

We regret that **. ******* was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
These are not ordinary clothing but ladies under wears and how much stains do they expect for consumers to reject it. They are claiming they are new and denying my claim that they are full of stains and look old. Were people trying them on or what. Stains in a ladies underwear can best be seen by looking at it physically and not on photographs. I am willing to pay for shipment to send the merchandise back to the group denying my claim for them to physically examine the merchandise. In today's world of business if you call ladies underwear new, you better know what you are talking about. What I have is nothing but old or shelf pulled under wears with stains. I still have the shipment ready to mail back for examination.


Regards,

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








Business Response: October 14, 2013

Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. ********* *******. In his response, **. ******* states that he is dissatisfied with the reply provided by our company to his initial complaint.

**. ******* claimed that the items he purchased from Liquidation.com arrived in a condition other than advertised in the auction listing. He provided photos in support of his claim. Our disputes team could not determine from the photos that the merchandise was in a condition other than described so the dispute was denied.

In his most recent response, **. ******* states that stains on the merchandise can best be seen “physically and not on photographs;” however, he only provided photos to our disputes team for review. Since the disputes team saw no stains, rips, tears, or loose threads then the merchandise was deemed acceptable. The funds were released to the seller after the decision was made. If **. ******* believes that video or samples would have verified his claim, then he should have provided them at the time of the disputes review. In not doing so, he failed to prove his claim, and we were forced to rely upon the photos which did not show the stains described by **. *******. Since the funds have been released and the review completed, we can no longer provide any relief to **. *******. In the future, it is important to provide appropriate evidence to support the claim or else our hands are tied as reviewers.

We regret that **. ******* remains unsatisfied with our response; however, we stand by our decision to deny the dispute based on the evidence provided.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They listed New Playboy Jeans. MSRP $150 each & I can't even get $12 for them on ****. I am out $198.00. They also listed Brand New Fashion Turquoise Gemstone Bracelets - MSRP $5,000 for 100 of them . This auction contains 100 pcs of Brand New Fashion Turquoise Gemstone Bracelets. The total Retail Value is $5,000 I can't sell for $4 each. Paid $164.41 for these. Total lost $362.41 They also Misrepresented some jeans I bought but I'm selling one here and there but still stuck with 30 or so of them. (for a total of $667.17)

Desired Settlement: They can come pick up this junk. They need to be more reasonable with the MSRP prices.

Business Response: September 5, 2013

**. ***** ****** Better Business Bureau 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ***** ******, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. ***** ****** with the Better Business Bureau. **. ****** described concerns she had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of buyer’s purchase agreements for transaction IDs ******* and *******. **. ****** believes that our company is in breach of these contracts because she is unhappy with the resale of the product she received.

**. ****** was the winning bidder of two auctions, one for a lot of 22 new Playboy jeans, and the other for a lot of 100 new turquoise bracelets, purchased via Liquidation.com. In her complaint, she states that she was having trouble recouping the value via resale that she paid for the merchandise. She says that the listed MSRP for the auctions needed to be more reasonable.

Our transaction detail shows that no disputes were filed with our customer service department regarding either transaction. Without a properly filed dispute with support, we were not allowed the opportunity to evaluate **. ******’s claims and respond to them. When she registered with Liquidation.com, she agreed to our User Agreement which provides a process for disputing unsatisfying transactions. **. ****** elected not to follow this process and now it is beyond the period allowed for disputes to be filed so nothing more can be done unfortunately.

We regret that **. ****** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

**** ** ***** Corporate Paralegal Liquidity Services, Inc.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

They give ONLY 48 hours to dispute anything with a order.  I found this out by getting some used jeans in 1 order where they were suppose to be new and it was over the 48 hour *rule* so they did nothing. It takes more then that to realize you have been scammed.  These Playboy jeans have NEVER sold for $150 - I cant get $12 bucks for them and the same for the bracelets.  They claim they are worth $50 each and I cant sell them for under a buck.  They scam the buyers with false advertising on the titles and in their auctions.

Regards,

***** ******








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an auction that was grossly misrepresented and filed a claim with liquidation.com but they will not return my money! I would include the webpage of the auction but Liquidity has blocked me because I started a claim against them through ******. This business is unreal. They steal your money then block you. Luckily before I was banned from their site I sent a link to the the actual auction and the manifest to ******. If you could give me a fax or somewhere to send it I will call ****** to ask them to send it to you for proof of the practices of this company. It's absolutely shocking what I was put through! So, I paid $4,725.00 for the auction. It was presented as ( and I have everything in my documents that I can attached to send you...the whole page of the auction) 20 Pallets of high end merchandise. 380 items. The manifest had quantity and prices for everything that added up to $32,000~33,000 (I can attached that to an email also) This was presented as "Returns" Ok so we all know returns can have a little ding here or there, or perhaps a few accessories are missing. I bid according to HIS manifest. First of all there was only 222 items with 158 items MISSING. I should have won the dispute right there. Next, I sent a bunch of still pictures but liquidity sent me an email demanding that I send video's from you tube. Well, I didn't have a clue how to do that and was told I had 24 hours left to do it ( They give you 48 hours from the time you receive your items to submit a dispute) forget the fact that my husband and I had been up for over 24 hours because of what we were put through getting the items. So We spent the next 8 hours going through all this filthy dirty junk and taking video with our camera. I figured out you tube and I sent them approx 20 1~3 minute videos. So...they give themselves 10 BUSINESS day to decide and OF COURSE they took every day of it. I must say that I had no respect for them by then and really expected them to try and rip me off, I just couldn't think of a way they could...but they did with a BS excuse and never addressed the issues of a lot of quantity missing and where the heck were the pallet? So let me explain the nightmare of getting the items. Fist of all I received an email from Alice Wong logistics planner, Liquidity services inc., t/317~838~8520 x5443. This was explaining the importance of complying with the safety codes when picking up pallets from there warehouses. I was impressed with this because it was so detailed and it sounded like they ran a tight ship. On April 3rd, 2013 we spoke to ** in ****, WA. and set up to pick up our load the morning of April 4, 2013 he indicated that they needed to put them on the pallets and shrink wrap them, I told him that my husband **** had just had a total knee replacement 6 weeks prior he said they would load the pallet. It seemed odd to me that they weren't already on pallets and how could he advertise 20 pallets? He said he had been doing this for a long time and assured me it was 20 pallet. I was very excited to have 20 whole pallets of merchandise to go through and put for sale in my **** store. He said the pallet would be ready by 10 am April 4th, 2013. So we called and rented a 24' truck from ****, WA which cost us $186.00 including gas. At approx 5 am April 4th, 2013 we set out from ********, ****** to ****, Washington to pick up our 20 pallet. We caught a train in ****** ****, OR at 6:30 am and would arrive in *******, Wa approx. by 11:30 am April 4th, 2013. The train ride cost us $88.00. We needed to take a taxi to the truck rental in ****, WA. At 12:10 pm we were talking to **, this was the contact person at the warehouse. He gave us an address and we drove there. It was a ******* store! We called ** again and he said he wasn't ready for us they were loading the pallets and shrink wrapping them. Well we were stunned to hear a response like that. We sat in the parking lot for about 2 hours and called him again. He was clearly annoyed and said he needed more time, we asked where the warehouse was but he would not tell us. We called him back at 3:30 pm and he hung up on us! I called Liquidity and told the lady of our situation and a supervisor named ****** (spelling?) called back. I was frantic because it was getting late and I had left my Insulin and other medications at home not expecting to be gone more than 12 hours. ***** gave us the only address they had which turned out to be **'s home. We were just about to leave the ******* parking lot and this van/truck pulls up and asks my husband if he was **** and to follow him. He led us down a residential street and told us to wait there. So we waited and about an hour later he comes back and tells us to back into his driveway. All of a sudden 2 men approx in their 20's start carrying things and loading them in the back of our truck very quickly. We were very confused and my husband said this is not right. My husband and ** started arguing and then ** said "I will give you 100~200 extra things so you will be very happy" So we decided to go along even though we knew this wasn't right. We are in our 50's, very tired, stressed and my husband was in pain. They left again and returned about an hour later and went through the routine of hand loading our truck again. Another hour later and we are on our way home...It's 10:20 pm April 4, 2013 and we have been up for over 17 hours and we know we have at least a 5 1/2 hour drive home (it takes longer because a train doesn't have to stop for traffic or traffic lights). We arrive home approx 4 am April 5, 2013. 2 of our daughter are at our house to unload the merchandise because of medical reasons my husband and I are unable to unload. It didn't take long for me to see the condition of the merchandise. Handles were broken off the vacuums, none of the coffee makers had the glass container to hold the coffee, of the 11 toys that are remote control, there is only 1 battery pack and 2 manual controllers NONE work. 1 of the electric kettles works. NONE of the air mattresses were what was advertised and only 1 would hold air and none were in boxes. Of the micro waves we received NONE worked 2 had dried food splattered all over, there's a rice cooker filled with black moldy rice, of course none of the T.V.s are there. Everything was junk that looked like it came out of a dumpster. Getting back to the vacuums the videos clearly showed the worn out handles, excessive amounts of big black scuffs, missing hoses, broken/cracked area's. this is what we were suppose to get ( not to mention the "extra 100~200 items we were promised") THIS IS THE ACTUAL AND NO HIGH END STORE WOULD EXCEPT THIS JUNK BACK JUST WATCH THE VIDEOS! WE ARE MISSING 158 ITEMS!!!! Retail Price Expected Condition Quantity Description QUANTITY RECEIVED 119.99 RET 30 SHARK PRO MOP 7 27.99 RET 20 MR COFFEE MAKER 18 249.99 RET 20 SHARK NAVIGATOR VACUUM 11 RET 12 PHONES 12 27.99 RET 10 VANITY LIGHTED MIRROR 10 37.99 RET 10 RICE COOKER/FOOD STEAMER 8 169.99 RET 40 AEROBED 29 199.99 RET 5 ELECTROLUX VERSATILITY 5 99.99 RET 10 BIONAIRE HUMIDIFIER 5 RET 5 SAMSUNG HDTV 0 149.99 RET 10 FOODSAVER 8 23.99 RET 10 TAYLOR BODY SCALE 10 47.99 RET 5 OSTER TOASTER OVEN 2 RET 10 MICROWAVES 4 34.99 RET 5 HAMILTON BEACH TOASTER 4 37.99 RET 10 HAMILTON BEACH KETTLE 10 99.99 RET 20 ERGORAPIDO 4 169.99 RET 10 STANLEY WET/DRY VAC 0 43.99 RET 8 RAINFILTER 7 RET 30 ASSORTED TOYS 11 RET 100 ASSORTED MERCHANDISE 57 Truckload of General Merchandise Store Returns - 20 Pallets This auction is loaded with 20 pallets with store returned products mainly still in original boxes. The lot consist of: Home Appliances Housewares Electronics & more! Everything comes from a major retailer that is high in quality My dispute at liquidity was based on missing items, grossly misrepresented and the horrific experience we had getting the items. I can't believe I went to liquidation.com this morning to look at that auction again and they have deactivated my account further showing what lousy business people they are. My intelligence has been insulted by them and the seller they represent. My time and money has been stolen. My garage space is being taken up by their junk and I am reminded of this sickening situation every time I go into my garage. I believe this is a very serious crime and I intend to seek relief every way I can. If I end up in court I fully intend to sue for punitive damages~right now I'd settle for a simple 100% refund. I pray that you can get these people tp come to their senses. They can't keep hurting people and stay in business. Please help me. Thank~you very kindly, ******** *********~**********

Desired Settlement: To receive 100% of $4,725.00 that was stolen from me.

Business Response: July 20, 2013

**. **** ********** Better Business Bureau 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ******** **********, ID# *******

Dear **. **********,

Please accept this response to the complaint filed by **. ******** ********** with the Better Business Bureau. **. ********** described concerns she had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. ********** believes that our company is in breach of this contract because her dispute was denied.

**. ********** was the winning bidder of an auction for a lot of 380 general merchandise items in Returns condition purchased via Liquidation.com. On April 8, she filed a dispute with our Customer Relations Department asserting that the merchandise she received was grossly misrepresented in the auction listing and that she was missing 158 of 380 units expected. She said that the items should be classified as “Salvage” condition rather than “Returns” condition, explaining that there were coffee makers without glass carafes, toys without working remote controls or batteries, air mattresses with holes and non-working pumps, dirty and dented microwaves, and several other problems. **. ********** posted several ******* videos to demonstrate and support her claims. Additionally, **. ********** detailed the ordeal undertaken to receive the goods from the seller. She requests a full refund.

Our disputes team reviewed **. **********’s claim and concluded that it could not be honored because her support did not validate her claim. The videos showed merchandise that fit the broad definition of Returns, given on our website, as follows:

Returns were sold to a customer, who then either physically brought the item back to a store or mailed it to a specified location. Reasons for returning a product may not have any correlation to its usefulness (i.e., size, color, model, etc.), and as a result that product may be in fine working order. The majority of Returns, however, do have some operational and/or cosmetic problem. Depending on a company's return policy, these items may also reflect a measurable amount of use. In addition, since most of these items are sent through a reverse supply chain (e.g., from a customer back to a store or a centralized warehouse), they can show signs of further handling. They generally do not come in original packaging and often do not have any of the advertised documentation or additional parts and/or accessories. Accordingly, Returns can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing.

We apologize for the unprofessional conduct of the seller. These goods were not kept or sent from a Liquidation.com warehouse so we were not involved in the delivery process. However, the lack of responsiveness on the delivery date is unacceptable and has been noted and discussed with the seller.

During our review, **. ********** filed a chargeback dispute with ****** for the transaction. Chargebacks are specifically prohibited in our User Agreement because the buyer maintains possession of merchandise without paying for it. When **. ********** registered as a User on Liquidation.com, she agreed to follow the dispute process detailed in our User Agreement. For this reason, **. **********’s Liquidation.com user account was de-activated.

We regret that **. ********** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

**** ** ***** Corporate Paralegal Liquidity Services, Inc

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: YOU would NOT return MY MONEY! ****** found in my favor and returned most of my money, but it cost $938.00 for me to return this junk to you via freight. I was an unsuspecting buyer that Liquidity inc. hurt due to financial loss as well as I will not purchase from the internet because of this extremely hurtful incident caused by your company. To add insult to injury Liquidity has allowed this same seller to continue selling on their site the same exact junk!!! Liquidity also blocked me from their site as retaliation. I went on as a guest (can't bid but can view everything for sale) and that dirty dog is selling under a different name. I think it's actually liquidity sponsoring that seller in Washington state because why else would they let him sell again after costing them money? Why not stick up for me the true honest and hurt participant in this transaction unless you're crooks? You people are liars and thieves. I had several issues buying from your site but I ignored the horror story blogs I read on the internet. You people know what that seller advertised with pictures was not what I got because I had to ship his junk to you. Everything and I mean everything was broken, extremely dirty, non-working, and belonged at the dump. I cannot believe you have a good rating at the BBB! You did nothing to ease my pain! ****** found in my favor and that's because you blatantly tried to rip me off. You people are the pits. Anyone who took the time to read the blogs on the internet about liquidation.com could see all the complaints of people getting ripped off and once they start a claim, liquidation.com blocks them from their site! Unbelievable...you tried to block me from getting all the pertinent information about my claim but...Too Bad...I already copied, pasted and sent it to myself and saved it all in my own documents. Otherwise I wouldn't have had the proof to show ******. Think of all the people they have blocked from getting their proof. This seller had pictures of what appeared to be returns in the original boxes! He had prices of NEW items. Of course leading any bidders to believe that most or all were due to buyers' remorse. It states "High end products" OMG!!! Too bad a clean organization like BBB is backing up the devil himself.

BBB, this company has truly caused a large number of people emotional and financial pain. They are wolves in sheep's clothing. They are lying through their teeth trying to gain ground with the BBB. I could NOT afford to take a $5,000 loss, so I fought for the truth to be seen. Liquidation is mad because they met their match. Now months later they have someone type up a fancy letter to smooth things over. That will never happen with me. You clearly ripped me off big time. You can laugh because I'm out another $938.00 to ship this junk to you BUT...I at least got a little laugh shipping all that nasty broken crap to you so you had to dispose of it.

I'm wondering what took you so long to respond to BBB? Hoping I'd die or disappear? How about proving that you are human and refund the $938.00 it cost me to ship this nasty stuff to you? WHAT???? I SURE DIDN'T THINK SO.

 


Regards,

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








Business Response: October 14, 2013

**. ***** ****** Better Business Bureau 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ******** **********, ID# *******

Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. ******** **********. In her response, **. ********** states that she is dissatisfied with the reply provided by our company to her initial complaint.

**. ********** filed a claim regarding the quality of the general merchandise she purchased via Liquidation.com. She provided videos of the merchandise that were consistent with the definition of Returns condition merchandise as advertised in the auction listing. Therefore, our disputes team denied her claim.

In her most recent response, **. ********** says that our company would not return her money even though ****** found in her favor and returned most of her money. She is upset that she spent $938 to ship the merchandise she received to our warehouse. Also, she believes that she was banned from our website in retaliation for her disputes claim.

Our disputes team made its decision because the complaint that the goods were misrepresented was judged to be inaccurate. If the goods fit within the definition of Returns condition merchandise, we could not find in **. **********’s favor for the dispute. If **. ********** did not find the quality of the items acceptable, she should not have taken possession of the items, and she should have canceled the sale on the spot. Buyers must consider that Returns condition merchandise encompasses a very wide range of quality due to the return policies of the seller companies. Buyers frequently assume that items will mostly belong in the higher end of that range and are disappointed when they find that their assumptions were unrealistic. Still, the buyer has the opportunity to inspect the merchandise and cancel the transaction if the quality is unacceptable. By taking possession of the items, **. ********** effectively gave her blessing to their quality. Once the items left the seller’s possession, then we cannot determine what may have happened to the items after leaving the premises of the seller. Furthermore, our company did not ask for the property to be shipped to our warehouse so the $938 spent by **. ********** was an unnecessary election unless it was a requirement of ******.

Finally, **. **********’s account was suspended because she violated her User Agreement when filing the chargeback claim with ******—no more, no less.

We regret that **. ********** remains unsatisfied with our response; however, we stand by our decision to deny the dispute based on the evidence provided.

Regards,

**** ** ***** Corporate Paralegal

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Are you people Ignorant by default? Look at the pictures representing the goods. For heaven's sake give it up! You are not trustworthy business people. I think it's hilarious that your warehouse received the junk back. It was worth the money if it stops you from hurting anyone else. I would bet money you sent it to the dump immediately with all the rotten food and mold on everything. I am a child of the 50's and I honest to God thought I was on "Smile, you're on candid camera"! when I started looking at the junk I got. I have never in my life been so disrespected by an individual or a business before you. I must say you people take first prize.

I have moved on from my pain and loss of money and time. I no longer buy on-line thanks to you folks. I also no longer have the dream of having a business on-line reselling goods. I honestly couldn't sleep at night if I caused anyone the pain you caused me and countless other unsuspecting buyers. If the BBB wants to give you an A for business then they have also lost their credibility. I don't know how you stay in business with the Attorney general and the fair trade commission looking into you. You know...there is a thing about Karma, what goes around comes around. I wish I could be a fly on the wall when yours comes around.

I've had this email for 15 years and I'm not going away. I've owned this house for 20 years and plan on another 20. If there's anything I can do to be a thorn in your side....Please let me know.

Regards,

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








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/15/2013 Problems with Product/Service
10/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i have won an auction on liquidation.com ...here is the the description of the auction i won :Auction Title: Samsung Blu-Ray Players, Portable DVD Players & More - Original MSRP $1,619.53 Transaction ID: ******* Auction ID: ******* Total: 256.00 Buyer's Premium: 20.48 Shipping costs: 40.25 Total Amount: 316.73 after i received the shipment and opened the boxes to check the items i find out there was five items are broken and defected and not as described in the manifest . emailed them and explained to them the problem and they emailed me back to file a dispute which is i did but their web site wont let me do it for some reason . this is the second time happened to me because it happened to me first a week ago and had the same problem with them . hopefully someone will put the stop to this dishonest business practice .

Desired Settlement: to get a refund for the defected useless items i had to pay for .

Business Response: September 5, 2013

**. ***** ****** Better Business Bureau 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ***** ****, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. ***** **** with the Better Business Bureau. **. **** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. **** believes that our company is in breach of this contract because he is unhappy with the amount of his partial refund.

**. **** was the winning bidder of an auction for a lot of 21 Samsung Blu-Ray players, portable DVD players and other consumer electronics in Returns condition purchased via Liquidation.com. On July 25, he filed a dispute with our Customer Relations Department asserting that the shipment he received was missing units and not in the condition advertised by the seller in the auction listing. He said that he was missing one Insignia portable DVD player and that two of the Blu-Ray players were missing remote controls.

Our disputes team reviewed **. ****’s claim and concluded that a partial refund for the missing portable DVD unit would be appropriate. The partial refund offer for one item as 10.5% of the MSRP of the lot plus prorated shipping and fees was calculated. On July 26, a partial refund of $29.02 was processed to **. ****’s account. The missing remotes are allowable under the definition of Returns condition merchandise so no refund was provided for that portion of **. ****’s dispute.

Subsequent to his initial dispute, **. **** attempted to file additional disputes on the transaction; however, only one dispute claim is allowed per transaction. That dispute should be comprehensive of all claims made on the transaction. Therefore, no additional claims could be evaluated for settlement.

We regret that **. **** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter is being handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

**** ** ***** Corporate Paralegal Liquidity Services, Inc

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: this company is a fraud and they sale their customers nothing but trash items . very unethical business practice . this company should be out of business .


Regards,

***** ****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had the winning bid for auction number ******* and was billed and charged sales tax of $21.00. The purchase was for items to resale so I submitted (as requested) a scanned copy of a completed resale certificate to the email address they provided. I also provided additional information in the email they asked for that referenced the transaction and my user name. I payed from my bank account using my debit card. (I wonder if I need to also contact my bank? Would this be considered an unauthorized debit? Since they have not returned the taxed amount. Certainly there is a government agency involved, the Texas Comptroller's Office. I can call them if they do not want to resolve the issue quickly.) I made numerous attempts to resolve this, 2 phone calls, 2 emails and a Live Chat option. I am tired of chasing them.

Desired Settlement: Immediate refund of the sales tax of $21.00.

Business Response: June 7, 2013

**. ***** ******
Better Business Bureau
1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. **** *******, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. **** ******* with the Better Business Bureau. **. ******* described concerns he had as a buyer on our website, stating that his sales tax had not been refunded for transaction ID *******.

**. ******* was the winning bidder of an auction for a lot of 50 designer handbags purchased via Liquidation.com. He says that he sent his resale certificate to the proper e-mail address and followed up with phone calls, but that he had not been refunded $21.00 of sales tax at the time of his complaint. The resale certificate would qualify him for the sales tax refund.

There is no transaction detail indicating that **. ******* was denied his sales tax refund, so it appears that the issue was resolved from the information being evaluated. The buyer can confirm via rebuttal if he has still not been refunded. Otherwise, we will understand that the issue is resolved.

We apologize to **. ******* for the delay in his sales tax refund payment and hope that our belief that it has been paid to him is correct.

Regards,

**** *. *****
Corporate Paralegal Liquidity Services, Inc.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

They have not refunded my $21.

 
By their own admission, (here is a quote from them) "There is no transaction detail indicating that **. ******* was denied his sales tax refund, so it appears that the issue was resolved from the information being evaluated. The buyer can confirm via rebuttal if he has still not been refunded. Otherwise, we will understand that the issue is resolved." 
 
They do not even know themselves. They are assuming it was finished.
 
No individual from their company has taken a direct interest in seeing this problem solved. It goes from one person to another and stops. It never has been assigned anyone to fix the problem. This is by far one of the worst customer service experiences I have ever encountered.
 
They can contact the BBB again, but in the meantime, I am filing a formal complaint with the Texas Comptroller's Office. They have ignored my numerous attempts to resolve this issue. I made 2 phone calls, repeated emails, an online live chat that was not answered until the next day, 3 emails containing my sales tax resale certificate, and this BBB complaint that took them over 1 month to respond. If they refunded this $21 I would like to know how because I haven't seen it.
 
I expect a check mailed to my residence containing the refund.
 
 
Regards,
 
**** ******* 








Business Response: September 10, 2013

**. ***** ****** Better Business Bureau
1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. **** *******, ID# *******

Dear **. ******,

Liquidation.com is in receipt of the response submitted by **. **** *******. In his response, **. ******* states that he is dissatisfied with the reply provided by our company to his initial complaint.

**. ******* informed us that he had not received a refund of his sales tax paid on Transaction ID ******* in the amount of $21.00. There was no indication in the transaction detail or the user detail regarding the sales tax issue raised by **. *******. Additionally, there was no indication of receipt of the resale certificate on **. *******’s user detail.

To resolve the matter and issue the refund, we are asking that **. ******* send his resale certificate directly to me at the e-mail address **************************. I have discussed the matter with our Accounts Receivables department, and we are prepared to process the refund after receiving the certificate again. The standard process is that the resale certificate should be submitted and added to the user detail prior to the user winning an auction so that it may be applied. In this case, the certificate seems to have been sent afterward.

We apologize for the delay and any inconvenience caused for **. ******* and hope to resolve the issue after receiving the resale certificate at our corporate headquarters.

Regards,

**** *. *****
Corporate Paralegal Liquidity Services, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased product from a Liquidity Services company, GovernmentLiquidation.com. On three occasions we sent a trucking company to the GL facility at our cost. Product was not released to trucking company. We had to pay for the trucking company to show up on each occasion. Upon taking the issue up with GL's customer service department, we were told our only option was to file a "claim" (as defined by their website). The result was almost 6 months without product or money back. GL's response was basically too bad. GL never offered any additional assistance in making sure business went well, and in fact told us that we can spend more money to send in another truck to pick up product (with no promise of actually loading it the fourth time) or to wait out the default period at which time my company will be issued a refund but our account will be canceled and we will be fined over $500.00 dollars. At no point did GL actually offer to help resolve the problem they simply responded that we signed a contract and we can roll the dice or not. They had no preference either way. Additionally, customer service amounts to nothing as the contract reads plainly that any "said" by a GL employee does not count and GL will only be responsible for what a GL employee provides in writing. By this standard no customer service actually exists only a facade of one. We provided written documentation, e-mails, and call logs to GL supporting our claim that the product was not loaded onto the selected trucking companies assets by the choice of GL employees. All of this was disregarded and GL took the position that we were lying and signed a contract so we were not entitled to a refund. Had the dollar amount been larger we would have sued them and most likely would have won. But as it stands it would cost more to litigate the issue than to just take it on the chin. The way these folks operate and handle customer issues is wrong. They messed up and because the dollar amount was only $2,600.00, plus or minus a dollars, they simply pull up and hide behind a contract. They are cheating people regularly.

Desired Settlement: We would like a refund without penalty. If no refund is given then we would like to the BBB act accordingly and lower Liquidity Services Inc. BBB rating.

Business Response: September 6, 2013

**. ***** ******
Better Business Bureau
1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ******** ***, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. ******** *** with the Better Business Bureau.

**. *** described concerns he had as a buyer from our subsidiary Government Liquidation regarding the company’s policies and customer service.

All potential buyers are informed of the auction procedures and agree to the Terms and Conditions at the time of registration as well as upon placement of their bids. **. *** agreed to the Terms and Conditions at the time of registration and again when he placed his bids on the property.

Government Liquidation’s records indicate that there was a communication error between the buyer and his shipper. As a result, the shipper did not have the proper paperwork at the time of their removal attempts, causing them to leave the facility without the property. Government Liquidation explained the aforementioned events to the buyer, then offered the buyer the option of picking-up the property or cancelling the sale with liquidated damages (i.e., 25% default fee). **. *** opted to cancel the sale with liquidated damages. As such, a full refund was issued to the his credit card and his account was suspended and assessed a $570.50 default fee.

Sections 9 and 6:E from the Terms and Conditions, which address property removal as well as failure to comply with the Terms and Conditions are posted below for your reference to this matter.

9: A schedule for removal of property will be established for each sale. You must remove all property awarded within this time limit. If for any reason removal cannot be completed within the time period, it is your responsibility to arrange with our site manager for an extension of time. We are not responsible for property that is not removed within the time allotted. If property is not removed within the specified removal period or scheduled for removal at a later date with our site manager, we will consider the property to be abandoned by you, and you will have abandoned all right, title and interest in the property including the purchase price of the property. We are not required to send abandonment or late removal letters to you prior to exercising the right of abandonment

6:E In the event you fail to pay the entire purchase price within the time set forth by us or fail to comply with any of these terms and conditions, we will assess as liquidated damages the greater of 25% of the winning bid or thirty (30) dollars. Note: Refunds will not be issued for amounts less than $2.50 nor will invoices be issued for sums less than $2.50.

Although **. *** did not comply with the Terms and Conditions, Government Liquidation will waive the default fee and reactivate the buyer’s account as a one-time courtesy. We regret that **. *** was dissatisfied with the customer service for his purchase, but we believe we handled this matter by the guidelines of the Government Liquidation marketplace.

Regards,

**** ** ***** Corporate Paralegal Liquidity Services, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I provided the reason and several pictures on 3 different orders I received, that the majority of the product I received was either defective, missing, or misrepresented and nothing was done about. I called customer service to try to explain and the customer service act as if they didn't even care.

Desired Settlement: Partial Refund for Damage Goods. I will ship back the damaged goods for proof

Business Response: September 6, 2013

**. ***** ******
Better Business Bureau
1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. **** ******, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. **** ****** with the Better Business Bureau. **. ****** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of a buyer’s purchase agreement for transaction ID *******. **. ****** believes that our company is in breach of this contract because his dispute was denied.

**. ****** was the winning bidder of an auction for a lot of 200 assorted consumer electronics accessories in Returns condition purchased via Liquidation.com. On July 9, he filed a dispute with our Customer Relations Department asserting that the merchandise he received was not in the condition advertised by the seller in the auction listing. He said that 75 of the 200 units in his shipment should have been identified as Salvage condition merchandise.

Our disputes team reviewed **. ******’s claim and concluded that the claim could not be honored because his support failed to conclusively show that the items did not fit the broad definition of Returns, given on the auction listing as follows:

Returns were sold to a customer, who then either physically brought the item back to a store or mailed it to a specified location. Reasons for returning a product may not have any correlation to its usefulness (i.e., size, color, model, etc.), and as a result that product may be in fine working order. The majority of Returns, however, do have some operational and/or cosmetic problem. Depending on a company's return policy, these items may also reflect a measurable amount of use. In addition, since most of these items are sent through a reverse supply chain (e.g., from a customer back to a store or a centralized warehouse), they can show signs of further handling. They generally do not come in original packaging and often do not have any of the advertised documentation or additional parts and/or accessories. Accordingly, Returns can exhibit a wide range of individual product and package conditions that can differ substantially from the original manufacturing.

We regret that **. ****** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

**** ** ***** Corporate Paralegal

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I win two bids for transaction #******* and #******* from the same seller ********** on June 20, 2013.These transactions consist most of the ******* cosmetics. However when I receive these two parcels, I found all the ******* cosmetics,including the blush, the pressed powder, the value set and the body cream, all are counterfeits.-They look quite the same like the real ones, however when you compare them with the REAL ONES, the ones I purchased from ******* Store, an authorized seller of ******* cosmetics, they are totally not the same in many details like smell, color, packages and printings. I called the Liquidation.com customer service at the first time and submit the disputes of these two transactions within 2 business days, the required reasonable time of this website. Since I was told by the customer service manager that the proof are the most important part of the disputes, so I updates all the Powerpoint slides including the pictures of the comparison of the fake ones I received and real ones from *******. I pointed out all the visible differences such as color, printing and package. However the Liquidation.com still denied my disputes and claimed that my disputes were lack of supporting documents,I emailed them to reopen these unclear disputes but no one answered my email. Since it is from the same seller and all the ******* cosmetics are fake, the whole order are not reliable. So I need to return the 2 orders and get the full refund.

Desired Settlement: I deserve the transaction totals and shipping totals. There are two transactions fee including shipping, and the total are 617.75+229.25=$847

Business Response: September 5, 2013

Dear **. ******,

Please accept this response to the complaint filed by **. **** **** with the Better Business Bureau. **. **** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of buyer’s purchase agreements for transaction IDs ******* and *******. **. **** believes that our company is in breach of these contracts because his disputes were denied.

**. **** was the winning bidder of two auctions, one for a lot of 20 assorted cosmetics in Shelf Pulls condition, and the other for a lot of 100 assorted cosmetics in Shelf Pulls condition purchased via Liquidation.com. On July 1, he filed disputes with our Customer Relations Department asserting that the merchandise he received from both auctions were grossly misrepresented by the same seller in the auction listings. **. **** said that the merchandise he received appeared to be counterfeit. He said that he had purchased some product from a local store and compared to his shipment. He found that the received items had a different color, smell and texture from the confirmed, purchased product. There were also packaging and printing issues which caused him to believe that he had received counterfeit goods. **. **** said that he then sent a PowerPoint presentation detailing his findings so that his claim could be evaluated. He requested a full refund for both transactions.

Our disputes team could not view the attachments sent by **. **** and sent the following correspondence to him via two e-mails, one for each transaction, on July 2: “Your support for the dispute of transaction (*******/ *******) could not be viewed. Please provide support within the next 24 hours to validate the claim. If you are sending photos please provide the photos in JPEG format.”

After receiving no response from **. ****, our customer service department determined that it could not properly evaluate the claim and that the inspection period had then expired. Therefore, the disputes team had to deny the claim.

We regret that **. **** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

**** ** ***** Corporate Paralegal

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought some laptops that wasn't properly restore to manufacture refurbish. Laptop lags/freezes a lot. From HOLES to glue marks and other variety of things (which doesn't matter to me). Some has the mouse keypad sticking out from the laptop. One has a broken sticking out keyboard. I want to return these merchandise and get my money back for these two Auction ID Trans ID ******* ******* ******* *******

Desired Settlement: 3 laptops in each box and there's two box. Original serial number, battery, charger, cords and box it came with. I want to return these merchandise to get my money back. Items not as describe.

Business Response: August 29, 2013

Dear **. ******,

Please accept this response to the complaint filed by **. ***** **** with the Better Business Bureau. **. **** described concerns he had as a buyer on our website, stating that the seller and Liquidity Services, Inc. were in violation of buyer’s purchase agreements for transaction IDs ******* and *******. **. **** believes that our company is in breach of these contracts because his disputes were denied.

On June 14 and June 17, **. **** was the winning bidder of two auctions, each for a lot of three (3) **** laptop computers in Refurbished condition purchased via Liquidation.com. Then on August 9, he filed a dispute with our Customer Relations Department asserting that the merchandise he received was not in the condition advertised by the seller in the auction listing. **. **** said that the merchandise had several defects including lags and freezes in operation, holes and glue marks, one broken keyboard, and one mouse keypad that stuck out from the frame of its unit. He requested a full return and refund.

Our disputes team reviewed **. ****’s claim and concluded that his dispute would be denied because it was filed 30+ days after the close of the inspection period. When he registered with Liquidation.com, **. **** agreed to abide by our User Agreement which outlines the inspection period of three days for disputes. His dispute could not be evaluated for settlement because the funds had long since been released to the seller. Furthermore, based on **. ****’s description, the items would have met the definition of Refurbished merchandise, given on our website, as follows:

Refurbished assets are used but have been inspected, tested, and restored to full working condition. They rarely come in original packaging and seldom contain any documentation or any additional parts and/or accessories. Due to their operational history, refurbished assets possess noticeable cosmetic defects and blemishes, including but not limited to dents, scratches, and signs of age.

This is distinguished from our definition for “Refurbished—like new” merchandise which was also provided for the buyer as: “Products that are like new, and retail-ready. A small percentage of units have light scratches and minor cosmetic blemishes. These units are fully tested and operational, with no functionality issues.” When evaluating the merchandise received, it clearly fits the Refurbished definition and not the Refurbished—like new definition.

We regret that **. **** was dissatisfied with the auction services provided by Liquidation.com; however, we feel that this matter was handled in accordance with the Terms and Conditions of the Liquidation.com marketplace.

Regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last year I purchased a refurbished **** A100 tablet at **** **** online store. The 90 day warranty has long expired. The unit has stopped charging. I replaced the wall charger, reset and cleared everything of tablet. Called customer care at Corporate office only to be told that there is nothing they can do. I called the **** online **** store at ********** and person hung up. After many tries calling back I gave up. I called the Company which holds the warranty ***********. Lady was nice but could not help. I did some research on line. I goggled:**** a100 tablet is not charging. It directed me to this *****************************************************************************************************************************************************************************************Apparently there are quite a few unhappy **** customers with same problem. Forwarded the web site to Secondipity. I received a phone call and email from Customer Support Lead Liquidity Services, Inc. (LQDT) PHN: ###-###-#### EML: ***************************** SKYPE: ************* ******************* The email I received is: Thank you for contacting me about the matter again. I did speak to management about the matter. They advised that we can’t address the issue of the item that you purchased. But we could offer a discount on a future purchase in case you wanted to replace the item. It doesn’t have to be the same modeled unit. It could be a laptop. Please let me know. After extensive research with knowledgeable people I was advised that the **** Iconia Tab A100 Tablet's "AC DC Power Jack Plug Socket Cable Harness needs to be replaced". Apparently the part itself is not expensive but the labor is. I was also told that this is most likely a manufacturer default for wish was the cause of the refurbishing. No one wants to take responsibility.

Desired Settlement: With so many complaints the company should do a recall and a complete refund.

Business Response: September 5, 2013

**. ***** ****** Better Business Bureau 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ******* *********, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. ******* ********* with the Better Business Bureau. **. ********* described concerns she had as a buyer using the **** **** store operated by Liquidity Services, Inc. **. ********* believes that our company was in breach of this contract because she could get no assistance for her product failure.

On June 11, 2012, **. ********* purchased a refurbished **** A100 tablet through ****’s **** store. After some time, the unit became inoperable because it would no longer charge. At that time, the buyer contacted our customer service department on July 14, 2013 to request assistance.

The tablet carried a 90-day warranty, which had expired on September 9, 2012, several months prior to **. *********’s request. There was a problem with this line of tablets which is why they had to be refurbished.

This was a manufacturing issue, and we are not the manufacturer. There was nothing that we could do beyond the warranty period, but we did offer a discount on a replacement item.

We regret that **. ********* is now dissatisfied with her purchase; however, we feel that we have handled the matter in accordance with our contractual obligations and even provided a discount beyond any requirements of us to improve the buyer’s experience.

Regards,

**** ** ***** Corporate Paralegal Liquidity Services, Inc.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

From: <******************>
Date: Thu, Sep 5, 2013 at 4:26 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #*******.
To: "info@mybbb.org" <info@mybbb.org>


The refurbishing company admits that this is a manufacture default. That is why unit was refurbished in first place. Apparently refurbishing did not resolve the issue because there are too many consumers with same issue. What is next step?

Thank you.******* *********  

Regards,

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








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In the process of opening a new retail store I received an email from a seller on liquidation.com advising me that this is where they purchase their inventory from once a month. I called the company they answered all my questions so I opened an account with them but before I could get the store completed we hired a assistant purchaser to assist our corporation Buyer with the stores inventory purchase. Unbeknowing to us the assistant purchaser once she was hired began to bid on items that we later found out that she and her boyfriend were planning to sell for their own profit. But, she didn't know that the purchasing credit card had not yet be activated because the store had no need for supply until the ground work was completed or the fixtures where installed in the store. When I called liquidation back after hearing the message from their rep, I explained what happened with the account and that I needed to close this account. They advised me at first they would take care of it. When I called back a week later I was told they would not close the account until I paid the fees for the orders the young lady tried to make on my card but couldn't because again it was not yet activated with the bank. Now they tell me that this is going to be billed to me and go on my credit report for the store unless I pay $200 in fees for the young lady and her boyfriend incurred while they were trying to steal from my company.

Desired Settlement: I would like for the company to remove the fees from my account and give me access to a different account since that one has been compromised.

Business Response: August 29, 2013

**. ***** ******
Better Business Bureau
1411 K Street, NW, 10th Floor Washington, DC 20005-3404

RE: **. ********* *****, ID# *******

Dear **. ******,

Please accept this response to the complaint filed by **. ********* ***** with the Better Business Bureau.

**. ***** described concerns she had as a buyer on our website, stating that Liquidity Services, Inc. was in violation of buyer’s purchase agreements for transaction IDs *******, *******, and *******. **. ***** believed that our company was in breach of these contracts because she was initially assessed cancelation fees, but we have since settled the matter in her favor.

**. ***** said that an employee of her retail store used a credit card without authorization to purchase three auctions on Liquidation.com. However, since the credit card had not yet been activated, the transactions could not be completed and the auction transactions were canceled. The cancelations triggered automatic fees that were then assessed to **. *****’s account.

After being contacted by **. ***** regarding the circumstances, it was determined by our Customer Service Department that the fees for all three auction cancelations be waived. **. *****’s account currently has no fees and no restrictions on use.

We apologize for any inconvenience experienced by **. ***** and consider the matter closed with the waiver of fees.

Regards,

**** ** ***** Corporate Paralegal Liquidity Services, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2013 Problems with Product/Service
8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: sale#***** was won by me thru an online auction for lot#'s ****,**** and an arrangement was made to pick the items on the 13th of may in ****** *******,ga..at which time I was denied access to paid for property and have filed a claim for a refund on the same day company policy is 15 days and,i can't get a response from customer services

Desired Settlement: refund

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased six bluetooth speakers from liquidation.com and five out of the six were as advertised, but the other was not. They were listed in the auction as returns and their policy on return states they do not test the product unless otherwise stated. All six of the speakers have test labels on them which say power and sound which I assume mean that a liquidation.com employee was able to power them on and the sound work. In the auction they had pictures of the products and the labels on the boxes. I take this as being otherwise stated and liquidation.com tested the products they sent me. Since they tested the products all of the products that I bought and were sent to me should have worked but on doesn't charge and therefor will not turn on. I filed a dispute with liquidation.com and I received an email the simply stated they were listed as return and the dispute was closed.

Desired Settlement: I would either like a replacement product or a refund for the entire auction I purchased.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Problems with Product/Service
8/9/2013 Problems with Product/Service
8/3/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Liquidation.com refuses to take action on seller who refuses to ship items won on auction or to provide information regarding the history of seller's nonperformance in the past. The same seller places the same auctions every month even though they do not ship the product.

Desired Settlement: Provide contact information for the seller's agent and history of past nonperformance of the same.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not receive the items stated in my payment summary. I was supposed to receive 4 7" Capacitative tablets and I only received one with a case. The original manifest while the auction was going on was changed after payment. The transaction id was ******* and the auction id was *******.

Desired Settlement: I would like a refund since I did not receive the product I bidder on.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We recently made a purchase of warehouse shelving from their liquidation.com auction. Auction #*******,Transaction ID ******* for $815.00 auction amount, 65.20 Buyer's premium, and $ 1426.13 shipping for a total of: $2306.33. The pictures for the auction give a reasonable assumption that all the parts go together to make a shelve. In fact that is not what we receieved. The uprights and support beams are for differerent types of shelves and cannot be used together. We believe this to be a gross misrepresentation of the goods that we received.

Desired Settlement: We would like a full refund of the entire amount of $2,306.33 and to have the parts removed at their expense.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: It is hard to select just one issue from the "nature of your complaint" drop down menu for there have been numerous violations of proper business practices. I have received shipments from liquidation.com on several occasions where the product was dramatically not as described in their product listings and they refuse to do anything about it. I filed disputes but they have very general blanket statements such as "may need repairs", and ignore their other disclosure: "details provided in manifest". When the manifest fails to list major issues with the product they just point to the "may need repairs" blanket statement and expect you to just write off the gross misrepresentation of what they are selling. I called their DC office and spoke to an *****. I asked him how on what basis I should make my purchase decisions on if I am not told what issues are present with each product I will be receiving. He told me to go off what was in the manifest, but when I mentioned that the manifest did not list all the obvious issues that the laptops I purchased had upon arrival he just shrugged off the issue and told me to speak to the dispute team who had already denied my request for assistance. Next, I asked him if I could speak to a supervisor, and he said no. When prompted as to if he could tell me when to call back to speak to a supervisor he told me he had no idea when they would be in. When asked if I should contact the BBB or my credit card company he put me on hold only to come back on to tell me he could not help me. If this does not get resolved I will be organizing a class action lawsuit against Liquidation Services, LLC. to set right everyone that has been wronged by this incredibly unsympathetic company.

Desired Settlement: I want someone from their company to answer this question: How can buyers safety purchase merchandise from your site / to be compensated for the misrepresented items / compensated for the time and resources I have had to spend to settle this dispute. I want someone with some real authority at that company to contact me via phone and stop hiding behind layers of powerless customer service representatives that lack sympathy and and real knowledge regarding how the company works. Their higher up executives are cowards, and need address these issues, and the issues with their company that continue to hurt small businesses that unfortunately conduct business with Liquidation Servcies, LLC.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was bidding on auction ID ******* for $124. I was not aware or told about the shipping and logistics fee of $615.32. I believed that the website company intentionally deceived me into buying the item without letting me know how much money I have to pay in total.

Desired Settlement: I want to warn other people about joining Liquidation.com. The website is not what it seems. It is a major ripoff. Also, the company may try to charge an unauthorized amount of $749.24 (grand total) from my account if they still have my debit card information. I do not trust them. I hope that the payment does not process at all.

Business Response: See Attachment 

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/24/2013 Problems with Product/Service
7/9/2013 Advertising/Sales Issues
6/28/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/21/2013 Delivery Issues | Complaint Details Unavailable
6/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
6/21/2013 Problems with Product/Service | Complaint Details Unavailable
6/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I won an auction that had 6 items listed of the 6 only 3 were delivered and of those 3 received 1 item was completely wrong. Instead of an American Made Peavey Guitar Amplifier they substituted a chinese made Traynor Bass Amp. They made no effort to recover the other items that were not shipped nor exchange this amplifier for the correct one. I filed a dispute and they closed it in favor of the seller.

Desired Settlement: Partial refund of the resale value of what was never shipped, Return the Traynor Amp and ship the Peavey send a shipping call tag at their expense.

Consumer Response: From: ********************
Date: Sun, Jun 16, 2013 at 3:45 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********
To: info@mybbb.org


They have satisfactorily handled this complaint and no further action is required. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/7/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a keypad deadbolt, but was shipped a keypad door handle. What was delivered to me was not what was advertised on their website, and is a much cheaper product. This is what I ordered: ***************************************************************************************************************************************** ***************************************************************************************************r************************************************************************************************************************************************** The product title is "Kwikset 910 TRL ZW 11P SMT CP Smss Z-Wave DeadBolt" and the Kwickset product page is ******************************************************************************* This is what they shipped me, and it is not even wireless Z-Wave capable: ************************************************************************* I was able to return the door handle, and they shipped me the exact - wrong - same thing, another door handle. Their site clearly shows the item is in stock (at the time I'm writing this), and it even has the correct Kwikset part number and photo in the listing.

Desired Settlement: Send me what I have ordered, and what you advertised on your site. Which is: Kwikset 910 TRL ZW 11P SMT CP SmartCode Wireless Z-Wave DeadBolt *******************************************************************************

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Delivery Issues
5/26/2013 Advertising/Sales Issues
5/24/2013 Problems with Product/Service
5/24/2013 Advertising/Sales Issues
5/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
5/21/2013 Problems with Product/Service | Complaint Details Unavailable
5/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I won an auction of a salvage lot of cell-phones. Specifically, the seller ship 14 smartphones to me in a large box allowing for phones to bounce around durring transit causing damage to my item. After recieving item I noticed signs of tampering making thephones non-genuine which was not disclosed in auction. Specific handsets sent to me were not the same as was in in the picture of the auction. I had filed a dispute directly with liquidation.com and afterwards with ******. Liquidation.com denied my refund via ****** without specific reason in ******. On my first attempt to liquidation.com's customer service I was "stone walled" by the representitive. Specifically, the rep would not respond to my voice while also not dropping the call. I attempt a second call and was advised to view the transaction from online. After tryng to access my account I discovered that liquidatin.com had disabled my account. Liquidation.com disabled my account as a bully tactic advising me that the only way to have my account reinstated would be to drop my dispute with ******. Currently I am locked out of my account while having a second pending transaction unrelated to the transaction described.

Desired Settlement: I found my experience with liquidation.com customer service to be completely unacceptable. In addition to having a full refund for the transaction(including cost to reship) I believe liquidation should have their BBB rating lowered a tier. In my oppinion, bullying is not a behavior that is consistant with the best companies of our country.

Business Response: See Attachment

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2013 Problems with Product/Service | Complaint Details Unavailable
4/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a lot of goods from this site and the items I received were not as described plus I was also missing items. The company refused to escalate a dispute citing that the items were described as SHELF PULLS but the items were labeled CUSTOMER RETURN. The items I received were filthy dirty. I called the company and was told that a supervisor denied my request to speak to them and the customer service reps were no help and basically told me that there was nothing they were willing to do for me. DO NOT USE THIS COMPANY THEY ARE BAD BUISINESS.

Desired Settlement: I will accept a proper order of merchandise or a refund...

Consumer Response: From:  ********************
Date: Sun, Apr 28, 2013 at 9:19 AM
Subject: Re: You have a new message from the BBB of Metro Washington
DC & Eastern Pennsylvania in regards to your complaint #*******.
To: info@mybbb.org


Regarding complaint #******* I have resolved the issue with the company.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/16/2013 Problems with Product/Service
4/3/2013 Problems with Product/Service
4/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company serves as a means of connecting buyers with sellers for lots of merchandise. I purchase 4 lots of merchandise (4 separate transactions) and requested a full refund plus return shiping labels due to a particular seller's gross misrepresentation of products as "Beats by Dr. Dre". These products are fake and I would like a return. Among other issues, the seller intentionally did not include the proper sleeve that covers the merchandise in which the box resides. This sleeve typically provides the obvious evidence that the merchandise is fake. Most of the products do not include serial numbers. Now the company is asking me to take photos of each item (keep in mind there are close to 150 items in these lots) plus applicable serial numbers. This is absolutely ridiculous. All I want is a simple refund for misrepresented products. My transaction IDs for each lot are as follows: ******************************* If I do not receive a full refund and return shipping labels within a reasonable amount of time, I will be filing disputes with my credit card company, Department of Consumer and Regulatory Affairs, and filing suit against Liquidity Services Inc

Desired Settlement: Receive shipping labels to return the grossly misrepresented products for each of the 4 lots and receive a full refund for reach transaction.

Consumer Response: From: ******* ******* ************************
Date: Wed, Apr 3, 2013 at 9:07 AM
Subject: Re: You have a new message from the BBB of Metro Washington
DC & Eastern Pennsylvania in regards to your complaint #********
To: **************


The business has resolved my complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/29/2013 Advertising/Sales Issues
3/29/2013 Advertising/Sales Issues
3/29/2013 Problems with Product/Service
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2/9/2013 Problems with Product/Service
2/9/2013 Problems with Product/Service
2/9/2013 Guarantee/Warranty Issues
2/9/2013 Problems with Product/Service
12/31/2012 Advertising/Sales Issues | Complaint Details Unavailable
12/31/2012 Billing/Collection Issues | Complaint Details Unavailable
12/30/2012 Problems with Product/Service
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12/30/2012 Advertising/Sales Issues
12/30/2012 Advertising/Sales Issues
12/30/2012 Advertising/Sales Issues
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