Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022, I consigned 30 valuable antique dolls, each over 100 years old, with Theriaults, a well-known auction house specializing in antique dolls. The estimated value of the collection was approximately $20,000. Over the 2 years, Theriaults failed to provide any updates on the status of the sale despite multiple attempts to contact them. After two years of silence, Theriaults sent me a check for $1,665, which was grossly inadequate for the value of my collection. The check included a restrictive endorsement clause, which stated that cashing it would release Theriaults from any further obligations or claims. They also failed to provide any documentation or proof of the sales, such as final sale prices, buyer information, auction receipts, or an itemized breakdown of expenses or fees. I have reason to believe they either did not sell the dolls for their true value or withheld portions of the proceeds for themselves. I have repeatedly requested proper proof of sales and a full accounting of their efforts, but they have refused to provide any details beyond a vague and arbitrary typed list with no verification. Furthermore, Theriaults has been involved in other complaints and lawsuits related to fraudulent practices, where they have allegedly underreported sales and failed to properly account for consignments. Given this history and their actions in my case, I believe they have engaged in deceptive trade practices, fraud, and a breach of their contractual and fiduciary duties. They sent me the check this week. I demand a full return of my dolls or a proper settlement based on their fair market value, minus their contractual fee of 25%, which would amount to approximately $15,000. Theriaults has acted in bad faith, failed to meet their contractual obligations, and misrepresented the sale process. Their refusal to provide proof of sales and their attempt to limit their liability through a restrictive endorsement is further evidence of deceptive behavior.

  Business Response

  Date: 09/30/2024

  At Theriaults, our hallmark and our goal is to always capture the best available market pricing for dolls worldwide. With decades of experience in this market, we pride ourselves on fair auctions and longstanding relationships with buyers and sellers alike. As such, Theriaults regrets that the consignor who filed this complaint is unhappy with the sales prices of her consignment.  
  

  When the consignor initially contacted us regarding the sale of her collection, Theriaults informed her that the type of dolls she wanted to consign were very common in the market. Despite being given this information, the consignor never discussed her perceived value of the collection at that time, or even subsequent thereto. If she had, Theriaults would not have accepted the items for sale in the first place. It was only once the items were sold and a check was sent to the consignor that she expressed a misunderstanding and unrealistic expectations of value for the collection.  
  

  Theriaults originally agreed to assist the consignor only since she was nearby to our headquarters and was in a self-professed situation of desperate need to sell the dolls given a forced move to a new state. Upon accepting the dolls, and during subsequent conversations with the consignor (both on the phone and in person), our team reminded her that these types of dolls were saturated in the market and would require well over a year to sell. In each such instance, the consignor indicated that she understood the nature of the collection and its marketability. Most importantly, Theriaults gave no assurances regarding the potential sales price of any item at any time. Simply put, we do not create expectations regarding sale price when pieces are sold at auction.   
  

  As is consistent with our long-standing business practices, every one of the dolls was accounted for, stored safely and offered for auction in a reasonable manner. Specific details related to sale value, sale batch and more were included in the item reports that were sent to the consignor, along with her payment, months ago. The prices achieved for the consignors dolls were consistent with the current market, especially given that all of her pieces were very common. Moreover, the timeline for sale of all pieces was consistent with the market and our schedule of auctions as well. The consignor also knowingly signed Theriaults standard agreement, which specifically states that there is no guarantee as to the selling price of any item.  
  

  Simply put, all the consignors dolls were carefully evaluated by our knowledgeable appraisers and presented in well-advertised and well-attended public auctions where fair market value was achieved. Theriaults maintains that it auctioned off these items fairly and that this complaint was made without merit.      

  
  

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22336027
  
  

  Please see the attached letter for our full response to *********

  
  

  Business Response

  Date: 10/09/2024

  Theriaults appreciates the continued assistance of the BBB and review of this matter. We hope that this response will provide a resolution to this issue once and for all. Theriaults has served the collector community for decades and we have established ourselves as a reputable auctioneer because we operate fairly. In this instance we did not make any assurances about sales prices, market value or timing for sales, and we do not set prices at auction in order to unjustly sway the market. As always, the market value is dictated by the amount that someone is willing to spend on an individual product or collection. Our services with this client were handled in conformity with industry standards and our own professional standards of service. The client also signed a contract detailing these areas - including that there are no guarantees to the prices of any items. 
  

  To begin, a detailed summary of the auction process was provided to the client on July 31st of this year in the form of a consignor report that detailed the following: (a) the name and location of each auction where a doll was sold; (b) the lot number for each doll; (c) the consignors name; (d) a description of each piece; and (e) the price breakdown for each item sold. We find that the request for additional proprietary information, including the names and contact information of buyers, is wholly unreasonable and would seriously violate the privacy of bidders and buyers in our community. Moreover, the Agreement of Consignment that all consignors execute with us stipulates that expenses will be taken out from proceeds for things like inventorying, shipping, insurance, storage and advertisement. This is standard and all consignors agree to our flat fee for such things at the onset. There was never any mystique surrounding the nature of our consignment process or the expenses related thereto. 
  

  Additionally, the estimated value that the client has presented seems almost impossible to understand or verify. The market will dictate the value of a product, and it is well known that different factors can influence the price of any given doll, including but not limited to (i) current market conditions; (ii) the condition of the items; (iii) the supply and availability of similar products in the marketplace; and (iv) the individual demands of buyers. The collection she presented for consignment was comprised of exclusively very common pieces and all such pieces were sold in a reasonable amount of time. As such, Theriaults cannot returned items it does not have possession of, and it cannot pay out additional sums of money that were not earned at auction. 
  

  Lastly, our company has an A+ rating with the Better Business Bureau and whenever we receive an inquiry from a consumer, we endeavor to respond promptly and respectfully. Especially remarkable given Theriaults 20K unique transactions annually. Whats more, the client has worked with us previously as a bidder and buyer in years past. She is familiar with our dedicated form of service and our expertise regarding antique dolls. To receive this kind of complaint is disheartening to us as a family operated business that treats all customers (sellers and buyers alike) fairly and respectfully. Once again, Theriaults maintains that it auctioned off these items fairly and that this complaint was made without merit.  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22336027
  
  I am rejecting this response because:
  

  Please review the attached document.

  Customer Answer

  Date: 10/14/2024

  Dear ******* ******,
  
  I am writing to request the reopening of Complaint ID #********, as this matter remains unresolved, with substantial outstanding issues between Mrs. ******* and Theriaults **** We strongly urge further examination due to significant contract breaches, misleading practices, and potential fraud that have not been adequately addressed by the businesss responses.

  
  Breach of Contract and Lack of Documentation: Theriaults has not provided sufficient documentation for sales of Mrs. ******** antique doll collection, which has an estimated market value of $20,000. Despite a consignment agreement requiring Theriaults to use its best efforts in marketing and fairly pricing these items, the business returned only $1,665, without supporting records or verification. This amount is both inadequate and unexplained, suggesting Theriaults did not fulfill its contractual duty to maximize returns on the collection.

  Failure to Communicate and Act in Good Faith: Theriaults lack of timely communication, as well as its failure to provide regular updates as agreed, indicates a breach of fiduciary duty. Mrs. ******* waited over two years with minimal information, and when contacted, Theriaults withheld essential records that would confirm legitimate sales efforts.

  Restrictive Clause on Payment Check: Theriaults issued a check with a restrictive endorsement that attempts to prevent Mrs. ******* from seeking further compensation or legal remedies. Such tactics suggest an intent to dismiss accountability rather than address and resolve the issues at hand. We consider this a deceptive practice designed to restrict Mrs. ******** rights unfairly.

  Consumer Protection Violations: The businesss actions, including withholding material sales information, undervaluing consigned property, and utilizing restrictive check endorsements, may violate Marylands Consumer Protection Act. This includes misleading trade practices that prevented Mrs. ******* from making informed decisions about her consigned items.

  
  Additional Points Supporting the Reopening of This Complaint

  Theriaults History with Consignment Complaints: Reports from other consignors about similar transparency and payment issues with Theriaults suggest this may not be an isolated incident. This complaint, therefore, has broader implications for other consignors who may face the same issues.
  Breach of Fiduciary Duty: Theriaults, as a consignee, has a fiduciary responsibility to act in Mrs. ******** best interests, ensuring fair market value and transparency. The lack of documentation and undervaluation show a breach of this duty, leaving Mrs. ******* reliant on BBBs intervention for a fair outcome.
  High Expectations Due to Market Expertise: Theriaults reputation in the collector community implies a higher standard of trust, transparency, and market knowledge. Mrs. ******* consigned her collection based on these expectations, which have not been met.
  Power Imbalance: The significant information gap between Theriaults and Mrs. ******* underscores the need for documentation, as she lacks the tools to verify fair treatment without it.

  Given these concerns, we urge the BBB to keep this case open and require Theriaults to provide:

  A complete sales ledger detailing each doll's final sale price and itemized deductions.
  Confirmation of Theriaults compliance with consignment standards, including its efforts to achieve market value.
  A fair resolution that compensates Mrs. ******* according to the actual market value of her collection.
  Thank you for considering the reopening of this complaint to ensure the matter is fairly and fully resolved.

  Sincerely,

• Initial Complaint

  Date:06/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put two bids on a Theriaults auction. One of them is fine with no problems. On the auction in question, I bid at the last minute by briefly looking at the picture and seeing that it was listed in EXCELLENT condition. Upon further examination of the photograph; it appears that the lace is RIPPED on the collar of the Ivory silk baby dress and the Dropped waist coral dress appears to be stained in several places. The aforementioned is NOT consistent with EXCELLENT CONDITION!! I do NOT want to receive it and then have to return it due to the damage because I will incur Shipping and Handling charges that are NONREFUNDABLE!! These items should NOT have been listed as being in EXCELLENT CONDITION if they were damaged!! I called Theriaults and the women I spoke with could CARE LESS!! She barked that I bought them and that they are mine! She told me to pay for the items and then contact them after I receive them and it would be up to the Owner whether or not to issue a refund. I explained to the woman that I sustained brain damage in a automobile accident but she could care less!! This is VERY POOR CUSTOMER SERVICE at best!! Why should I pay for something that is OBVIOUSLY ***NOT AS DESCRIBED ***? I do NOT want obviously DAMAGED merchandise!! I trusted that these people were PROFESSIONALS and knew what they were doing but I have obviously been mistaken!! I would NOT have bid on any of their items if I knew in advance what their business practices were!! There is NO ******************

  Business Response

  Date: 06/07/2024

  We are very saddened that the bidder is unhappy. However, this auction, and the catalog photos she now uses to make decisions after the fact, were posted weeks prior to the auction. Furthermore, Theriault's provides ample resources for buyers to gather more decisions prior to each auction so that they can make decisions as to what is acceptable within their comfort level. We are fully aware of the nuances of antique objects, having done this for decades, ideas of which can be viewed alternatively for some. As such we offer additional photos when requested, candid commentary over the phone should customers have specific questions, and even offer live video sessions to review beforehand. All of these are clearly presented and offered both within the online catalog and our website. 

  The buyer clearly states that they bid on these without obtaining any prior information as to their interpretation of an antique object that is ************************************************************************************************************************* needs for her collection. Our description is one that is based on years of experience and with respect to the age. However, she was perfectly able for weeks prior to determine if that was her own view. And to bid accordingly. We catalog appropriately as to our 54-years of experience while also respecting that collectors might see things differently, as such we offer numerous venues of engagement weeks before to discuss this. And freely do so.

  Theriault's must balance our customers alongside our consignors. What this person is requesting is ultimately damaging to our consignor in delaying a sale, requiring months for it to be re-offered, all because they bid on a whim and decided before even seeing the object in person that it was not to their liking. This is unacceptable.

  What is especially egregious about this complaint is that the buyer bid on the items and immediately called after to say she looked at the photo and only then decided she was not happy with the description. Auction buyers know full well, especially given our published the terms of sale, that this is a violation of the steps in which a bid is a contract to pay for and receive the item. At that point, and only at that point, if you have a discrepancy or issue as to our presentation we can discuss it further and consider whether it justifies a return. 

  Again, we are saddened to see a collector so unhappy with a purchase, even thougn it's before actually ever receiving it. But we stand firm that this is not an acceptable complaint nor one which we will address further given our needs to also protect our consignor.

   

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21817296
  
  I am rejecting this response because: The items were described was being in EXCELLENT CONDITION and they are obviously NOT!! *****DAMAGE***** is NOT a NUANCE, as described in your response!! Also, I did NOT have WEEKS to view this auction because I bid on it at the last minute; based on YOUR description!! I totally DISAGREE with your response that this is an unacceptable complaint!!! A four year old can deduce from the photograph that the items are DAMAGED and NOT AS DESCRIBED!! I do NOT have to see them in person!! THIS IS AN ACCEPTABLE COMPLAINT!! If you are a professional company as you described, you are responsible for listing the items CORRECTLY!! I relied on your description!! I do NOT want DAMAGED items!!
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/11/2024

   

  Theraults has a FIDUCIARY responsibility to Sellers as well as Buyers to list items ACCURATELY!! This Lot was NOT described ACCURATELY!! If Theraults truly FELT BADLY,  as they stated in their last response, they would CORRECT this inaccuracy and MAKE IT RIGHT!!

  
  

  Business Response

  Date: 06/12/2024

  Again, Theriault's is saddened that the collector's experience is at odds with the Terms of Sale and is unhappy. However, as an auction house, we must maintain a reasonable protection for our consignors as well as buyers. Attached is a copy of the Terms of Sale that the customer agreed to upon registering to bid at the auction. In Section One it specifically states that, "any statement as to quality, rarity, or provenance is a statement
  of opinion and is not to be taken or relied upon as statement or representation of fact."  This is standard in the field of antiques when representing items which are 100+ years old and subject to many differing ideas as to condition. In our opinion, given the age and utilization of the objects in question, they are to us, "Excellent."  Further, in Section 10, Theriault's acknowledges that each collector may have unique inquiries as to the conditions of an item in which we encourage them to contact us prior to the auction for more discussion as to particular questions related to an item. In fact, we handle thousands of these inquiries prior to our large ******* events via teleconferencing, phone, email, and personal appointments in our gallery to assure that each buyer has ample opportunity to make educated decisions in adding to their collection.

  Finally, as noted previously, the customer has made a decision on this item prior to actually even receiving it. The decision in her being unhappy is based on the very photograph she also used to bid on the pieces. This, rather than actually paying for the items, obtaining them, and properly going through the process that tens of thousands of other customers rely on each year. She utilized the same photo to place her bid, only to decide after bidding that she was unhappy with the item because of that exact photo. 

  Theriault's must manage a unique position in also protecting the interests of its consignors. With that, we also respect our buyers needs and concerns. However, given the customer not abiding to the **** unreasonably requesting a cancellation of a sale as to her perception that an item is not in the stated condition prior to even receiving or seeing it, and not utilizing prior to the auction our *********************** we are unable to grant her request. She may pay for the items in the meantime and should, upon her receiving them, wish to discuss any questions as to the condition may do so within 24 hours of receipt as is proper to our terms. 

   

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21817296
  
  I am rejecting this response because:

  According to the online Terms of Bidding on the Theriaults website;  it clearly states that Theriaults **GUARANTEES** any *DESCRIPTION*, age, attribution, and *****PHYSICAL***** CONDITION!! Two of the items in question are clearly DAMAGED!! I trusted the EXPERTS that these items were listed ACCURATELY!!

  I am saddened that I trusted them at their word. This is UNACCEPTABLE!! Once again, Theriaults has a FIDUCIARY responsibility as an EXPERT to list these items ACCURATELY!! This is listed in the United States Commercial Code. 

  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/17/2024

  I am NOT satisfied with the way in which I am being treated by this company!! The company wants me to pay for the item so that they can receive NON-REFUNDABLE shipping and handling charges!! All they have to do is LOOK at the items and then they will be able to see that they are in fact defective!! The collar is DETACHED from the coat!! My opinion is based partially on other Better Business Bureau COMPLAINTS regarding clients being IGNORED and their emails going UNANSWERED!! This is NOT a reputable company as they have been SUED by ***** ********, etc. Had I known this in advance, I would NOT have purchased anything from this company!! I simply do NOT trust them to do the right thing!! There are countless complaints on your website regarding this company!! I do NOT think that it is fair that I should have to pay for something to be shipped to me when I ALREADY KNOW in advance it is DEFECTIVE!! The other people the company mentioned were probably unable to see the damage in their picture until it arrived. In this case, it is CLEARLY VISIBLE!! 

  Customer Answer

  Date: 06/17/2024

  I am NOT satisfied with the way in which I am being treated by this company!! The company wants me to pay for the item so that they can receive NON-REFUNDABLE shipping and handling charges!! All they have to do is LOOK at the items and then they will be able to see that they are in fact defective!! The collar is DETACHED from the coat!! My opinion is based partially on other Better Business Bureau COMPLAINTS regarding clients being IGNORED and their emails going UNANSWERED!! This is NOT a reputable company as they have been SUED by ***** ********, etc. Had I known this in advance, I would NOT have purchased anything from this company!! I simply do NOT trust them to do the right thing!! There are countless complaints on your website regarding this company!! I do NOT think that it is fair that I should have to pay for something to be shipped to me when I ALREADY KNOW in advance it is DEFECTIVE!! The other people the company mentioned were probably unable to see the damage in their picture until it arrived. In this case, it is CLEARLY VISIBLE!! 

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  This is the email I sent to Theriault's Auction on December 17, 2023 after receiving my
  auction items.
  I sent this to Florence Theriault and Stuart Holbrook both. I have not heard a word.
  
  My bidder # is *** for this auction.
  I won six kewpie items; two of them have issues
  I want to mention.
  
  Lot #199: 3.5" standing kewpie as flask in original box. Paid $350.00
  This is a German Bisque Kewpie. The description stated
  in the original box. The original box is stamped on the bottom
  Made in Japan. If this was the "original box" it would have
  Germany stamped on it, not Japan. The box was not pictured
  at all. I took your description at being accurate.
  What indication did you have that this was the original box??
  
  Lot #120: 8" Scootles in Blue Romper Suit. Paid $200.00
  Description stated EXCELLENT CONDITION, except crazing on back torso.
  Terribly & Badly stated: to begin with any doll with this amount of crazing & PEELING
  FRONT & BACK is FAR from excellent condition. I can't believe, especially selling online
  that this description would be so badly misleading and lacking on important details. :>(
  
  I plan on keeping both of these items but am enormously disappointed in your poor, unfair,
  very remiss & misleading descriptions. I really felt that with your reputation I could rely on
  accurate details.
  
  To restore the 8" Scootles badly cracking & peeling torso, it's going to cost me probably
  $100.00 at least.
  
  I suggest you review your descriptions of auction items to be more truthful & thorough.
  It is very disheartening and disappointing.
  
  ****** ******
  
  Today, Tuesday, January 23, 2024
  NOTE: I was hoping to negotiate with a possible resolution of $100.00 to restore the
  8" Kewpie instead of returning. I feel this is more than fair; it would cost them more for
  me to return the doll and refund me the $200.00 paid plus all the fees included plus
  mailing costs.
  I cannot resolve this with no return contact.
  
  ****** * ******

  Business Response

  Date: 01/29/2024

  I have just concluded a very amicable phone conversation with Ms. ****** and we have come to a good solution for her questions that is fair for all. She will be happy to speak with you or to respond to your email query I am certain. Thank you for bringing this to our attention. 

  Customer Answer

  Date: 01/30/2024

  Hello BBB,

  I was contacted yesterday by Florence Theriault about my complaint.  

  Yes, we have resolved my complaint and have reached an amicable compromise.  We had a very pleasant conversation.

  Thank you very much for your beneficial interaction.

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

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a consignment agreement with Theriaults to sell 30 antique dolls July 2022. I have not received any communication with this business since then regarding the status of the sale of any of the dolls or where they were in the process of selling. I have called multiple times only to be told that that only Florence can tell me that information and that she will call me. She has never called or responded despite me calling multiple times over the last year. These dolls are worth thousands of dollars and although I understand that there may be a certain time requirement to sell them, the absolute failure of communication is disturbing.

  Bureau Response

  Date: 10/23/2023

  Stuart ********
  Theriault's 
  
  ** *** ***
  ********* ** *****
  
  
  
  
  
  Dear Stuart ********: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 10/23/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: 20###-###-####1

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Sandra ******

  
  

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

  
  

  Daytime Phone: ###-###-####
  E-mail* ************************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Customer Services Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  I signed a consignment agreement with Theriaults to sell 30 antique dolls July 2022. I have not received any communication with this business since then regarding the status of the sale of any of the dolls or where they were in the process of selling. I have called multiple times only to be told that that only Florence can tell me that information and that she will call me. She has never called or responded despite me calling multiple times over the last year. These dolls are worth thousands of dollars and although I understand that there may be a certain time requirement to sell them, the absolute failure of communication is disturbing.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  
  business has 30 antique dolls that were going to be sold at auction by business but no attempt has been made to notify me of the status of any sales
  
   
  

  
  

  
  

  Bureau Response

  Date: 10/23/2023

  Sandra ******
  
  ** ****** **
  ******* *** *****
  
  
  
  
  
  Dear Sandra ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 10/23/2023 against Theriault's.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Business Response

  Date: 10/24/2023

  I have had a cordial conversation with Sandra ****** today and reviewed with her that she had been advised when we accepted the consignment that it would be an extended period before we would be able to present her dolls. She acknowledged that she had been advised of that, adding that she had just called to be reassured that all was proceeding in queue as explained to her, and that she was frustrated that she had not had a return phone call to confirm this. I sincerely apologized for this failure to return her call, reviewed the status of her dolls in queue, and have since reviewed our internal protocols to better and more quickly service our client inquiries. 

  Bureau Response

  Date: 10/24/2023

  Sandra ******
  
  ** ****** **
  ********* *****
  
  
  
  
  
  Dear Sandra ******:
  
  
  
  This message is in regard to your complaint submitted on 10/23/2023 against Theriault's.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Theriault's. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code* **************

  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  I have had a cordial conversation with Sandra ****** today and reviewed with her that she had been advised when we accepted the consignment that it would be an extended period before we would be able to present her dolls. She acknowledged that she had been advised of that, adding that she had just called to be reassured that all was proceeding in queue as explained to her, and that she was frustrated that she had not had a return phone call to confirm this. I sincerely apologized for this failure to return her call, reviewed the status of her dolls in queue, and have since reviewed our internal protocols to better and more quickly service our client inquiries. 

  Bureau Response

  Date: 10/29/2023

  Stuart ********
  Theriault's ** *** ***
  ********* ** *****
  
  
  
  
  
  
  Re: ID * ******** - Sandra ******
  
  
  
  Dear Stuart ********:
  
  
  
  Thank you for your recent response to Sandra ******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 10/29/2023

  Sandra ******
  
  ** ****** **
  ****** ** ***** 
   
  
  
  
  Re: ID * ********- Theriault's
  
  
  
  Dear Sandra ******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####
  

• Initial Complaint

  Date:11/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into an agreement to consign a large number of valuable antique dolls with Fleetville Group, also known as Theriault's on September 25, 2021.
  
  From published results of the auction, it appears that many, if not all of the consigned items were sold at auction in early 2022.
  
  Per the terms of the Agreement, all sales were to be completed within 9 months of September 21st. This clause was specifically written in the typed agreement, agreed and initialed.
  
  Payment terms are 65 Business Days from the last session of the final sale. Payment has not been received and is past due.
  
  I have had representatives request a phone call several times to advise on the overdue payment, request payment and request a phone call with the appropriate person. I have also sent a letter requesting payment.
  
  I have received no response.
  
  Janet, who answers the phone, said that only Florence can discuss the auction results. I have not received any response or payment.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/16) */
  Contact Name and Title: Florence *********, owner
  Contact Phone: XXXXXXXXXXX
  Contact Email: ********@THERIAULTS.COM
  I have been in contact with Carolyn ****** who is a long-time client of our firm. Our contract with her has concluded amicably, and, additionally, she informed me that she neither sent the complaint to you nor was she aware of the complaint being sent. She will substantiate this if you contact her.

• Initial Complaint

  Date:10/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 4, 2021 - Theriault's picked up 66 dolls from my home with a contract that they would sell them if possible and after the sale.... They would return the unsold dolls and pay me the amount earned less 25%. I was told I would hear from them after 1 and 1/2 years. The doll's value exceeds $2,000. I've called them for an accounting at least six times. Their answer is always the same. "Florence ************ is the only one who knows the answer. She will call you,". She has never called me back! I'm 89 years old and can't wait forever for an accounting.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Contact Name and Title: Florence *********, owner
  Contact Phone: XXXXXXXXXXX
  Contact Email: ***********************
  I spoke with Ms. Grant on Thursday and advised her that dolls were just now moving to the front of the queue for auction. I explained our procedure for placing dolls in auction in a manner that, in our experience, will achieve the best results for the seller and asked her if she wanted us to use this procedure, or simply to expeditiously move them all up in the next available auction. She opted for the second choice, and I assured her that dolls will all be sold by end of November and reports and payments issued. I asked her if she wished to write to you or should I. She asked if I would, but I'm certain if you contact her she will agree with the info in this email. If you have any further questions please contact either myself or her.