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:05/05/2025

  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.

  Subject: Formal Complaint Auction Closure for **** Chainsaw Model **-590 Complaint Summary:On April 22, 2025, I placed a bid on an **** Chainsaw Model **-590 through [Propertyroom.com]. During bidding, I noticed an error in the item description and reported it to the auction host (Property Room). Instead of making corrections, the auction was manually closed, resulting in an automatic win under my highest bid.On May 2, 2025, I discovered changes in auction policy wording that contradict the handling of my bid. The platform had previously stated:"WE ARE UNABLE TO MAKE CHANGES TO THIS INFORMATION AFTER YOUR FIRST BID HAS BEEN PLACED. Incorrect information may cause delays or even forfeiture of the item, should you win this auction."Yet, despite this policy, my auction was pulled mid-process, violating the stated terms.Key Issues:- Inconsistent Policy Application The auction was closed instead of being allowed to conclude naturally, despite a policy stating that changes cannot be made after bidding begins.- Selective Interference If description errors were a concern, were all affected auctions closed, or was this decision applied selectively? I request documentation proving uniform enforcement of this policy.- Bidder ********************* Closing auctions where a bidder is already leading undermines trust in the platform and contradicts fair bidding practices.Desired Resolution:- A formal review of the auction closure and an explanation of why it was manually ended.- Reinstatement of the auction with previous bid history intact OR an alternative fair resolution.- Transparent documentation showing how similar auction errors have been handled in the past.I am escalating this matter to BBB due to concerns about unfair auction practices and inconsistent enforcement of bidding policies. I appreciate a prompt review and a commitment to resolving this issue fairly.Complainant Name: ***** Auction Item: **** Chainsaw Model **-590 Date April 22, 2025

  Business Response

  Date: 06/09/2025

  In light of our being informed that there was an error in our listing (by Mr. ****** we took the listing (and others with a similar scenario)down to correct it, per our policy. We enforce this policy to provide good customer service and not sell an item that was incorrectly described. Once corrections are made to the listing, we relist the item for auction.  This is the fair action - for all bidders - for us to take.

  Our reference to "We are unable to make changes to this information after your first bid has been placed." refers to making changes while an auction is live ~ as that would not be fair to all bidders.  For this particular listing, we took it down to correct it.  Mr. **** was not the "winning" bidder, but rather the "highest" bidder at the time ~ which are not the same.  As the auction was manually closed/ended (in order to correct), and not ending organically, there was no bidder named on the listing/our site as "winning".  This can be seen here:  ***********************************************
  
  While we followed our standard protocol in this instance, we do not want there to be any room for confusion for our Bidders.  Therefore,we are reviewing this specific instance, and will make any necessary adjustments to ensure there does not appear to be inconsistent policies in place, neither in our wording or our listings.
  
  Please advise whether additional information/explanation is necessary to further substantiate our position with this complaint.  We appreciate being able to justify our actions.

  Customer Answer

  Date: 06/09/2025

  Hello,

  This the statement from Proprety Room. com 

  While we followed our standard protocol in this instance, we do not want there to be any room for confusion for our Bidders.

  Here is there policy "WE ARE UNABLE TO MAKE CHANGES TO THIS INFORMATION AFTER YOUR FIRST BID HAS BEEN PLACED. Incorrect information may cause delays or even forfeiture of the item, should you win this auction."
  If this policy was in effect at the time, then corrections should have been handled before bidding begannot by manually pulling an ongoing auction. Additionally, if corrections were necessary across multiple chainsaw listings, was every affected auction closed, or was this selectively applied?

  The auction was already activate when they decide to shut it down.

• Initial Complaint

  Date:01/03/2025

  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.

  I received the box and the monitor was in another box inside that had holes in the side. I installed the monitor as there was no visible damage. however, when I turned it on, there was damage and the monitor could not be viewed.

  Business Response

  Date: 01/13/2025

  We resolved this issue w/Mr ******* on 12/30/24 ~ by issuing a full refund. 

  We are filing a claim with FedEx, which we appreciate the pictures of the damage to the boxes that were provided by Mr *******.

  We trust this satisfies this customer complaint submitted by Mr *******.  Thank you for allowing us the opportunity to confirm our actions on behalf of our customers.

  Customer Answer

  Date: 01/15/2025

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

• Initial Complaint

  Date:05/09/2024

  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.

  Property Room is an auction/bidding business. I recently won a ring through one of Property Room’s merchants and/or prroviders. At that time I was told they would provide the tracking number within 24-48 hours. I’ve written 3 email customer support emails and each time they write back to me they will provide the tracking number and five days later I’ve yet to receive a tracking number. I researched the merchant who listed the item I won and they have multiple complaints of never providing items bought and paid for by customers. I informed Property Room of ongoing issues with this vendor/merchant they ignored my information and request for a refund.

  Business Response

  Date: 05/09/2024

  Item was refunded on 5/6/24 by PropertyRoom.com in the amount of $32.00. A confirmation email should have been received at the Customer's email address of *****************@gmail.com.  Attached is our internal credit transaction.

  Background:  Item was purchased on 4/29/24 and payment was processed on 4/30.  The listing states shipping of item won typically occurs within 5-7 BUSINESS days of payment.  That date would have been today, 5/9 - at which time, the tracking # would have been issued. A refund was offered on 5/3, but not confirmed until 5/6.

  Let us know if any additional information is needed.  Thank you for the opportunity to respond.

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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.

  ******** $552.39
  ******** $566.37
  ******** $552.39
  ******** $538.41
  
  We purchased four gold bangles from your company, which were listed as being 14-karat gold. However, when we sent them to our refining partners, they determined that these bangles are actually gold-filled, containing only 4% gold. We paid a total of $2,209.56 for items that were supposed to be 14-karat gold.
  
  We submitted a claim via email, but since the bangles have already been melted, we were told that nothing can be done. Despite providing a receipt from our refining company, we have not received a response.

  Business Response

  Date: 04/24/2024

  After additional testing of the remaining items on hand, we have provided a refund to the Customer.  An email was sent to the Customer by our Customer Support Supervisor.  We will relist the remaining like-items with the appropriate description. 

  Thank you for allowing us the opportunity to respond.  We trust this resolves this matter.

  Customer Answer

  Date: 04/25/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** **** ****

• Initial Complaint

  Date:01/03/2024

  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.

  I spent over $400 on cheap jewelry that was not as described and faulty. The clasps won’t close on all of them, so they will fall off your body. They all came from the same person, ***** *. I was quite literally scammed. I contacted customer service on 12/17/23, only a few days after I received the products in the mail. I gave them all the information they required to process a return. I haven’t received a response. I would like to return these items for a full refund.

  Business Response

  Date: 01/11/2024

  as of 1/11/24, neither PropertyRoom.com nor the Seller/merchant have received any communication from the Buyer/complainant.  

  we offer the following information to the Buyer for their further handling:

  Merchant Contact: ** ******* *******
  Email: **************************
  

  FAQ materials found on our site: 
  ***************************************************

  Business Response

  Date: 01/12/2024

  PropertyRoom.com has reached out to **** ******* *******, who confirms they reached out to Complainant today @ 10:54a ET.  they advised they would approve the returns & provided their address of **** ******* *******, ***** ******* **, Encino, CA 91316 to return the items.

  Additionally, PropertyRoom.com does log every incoming call & email, and do not show having received the December 2023 email ~ for that we apologize for not responding sooner.

  We will continue to work with **** ******** ******* to ensure the Complainant receives the appropriate refund.

  Customer Answer

  Date: 01/18/2024

  
  
  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.
  
  
  Although, I find it highly unprofessional that I was accused multiple times of not sending the original email. I would have appreciated responsibility on their end because they clearly overlooked it, as they were emailing me via the original email I sent!
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:11/29/2023

  Type:Product 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.

  My name is ***** ********t I have bided on a iPhone from property room online auction the information they provide is inaccurate the telephone supose to be unlocked and can be used with **** carrier when I received the phone I put an **** SIM card on it it doesn’t recognize it I took the phone to ***** they told me the phone can’t take no SIM card it’s either stolen or company locked and this is the 2nd iPhone both of them have the same problem I called I sent 2 emails for refund no answer please help

  Business Response

  Date: 12/05/2023

  We reached out to our
  merchant and they stated their emails were bouncing back from the customer's
  email.  We called the customer and informed him that we had been trying to
  get in touch with him since 11/24/23. 

  Customer provided
  an alternate email address, apologized and said that he was going to remove the
  complaint.

  We've reached out to our merchant today, 12/5 and they have not heard back from the Customer in response to their emails.
  

• Initial Complaint

  Date:08/17/2023

  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.

  The site sells brand new IPhone (new in box) and sim is not locked but failed to state that the phone can be blacklisted and deemed unusable and fail to help customers to remove from such list. I think they should deemed the phone for parts only.

  Business Response

  Date: 08/21/2023

  The item in question is not eligible for a full refund. The product was stated to be in the Condition: Untested- Sold as-is. Additionally there was a disclaimer in the product listing advisting the following: *****************************************
  
  It is the customers responsibility to contact the service provider to inquire as to the phones activation eligibility with provided ESN/IMEI/MEID/HEX number. All sales are final and cannot be returned for any reason.
  
  This item does not come with telecommunications service, such as ******** ********* ***** **** ******* *** ******* necessary to make the item useful. Telecommunications service may not be available for various reasons including obsolescence, identification of this item as stolen on a telecommunication carriers records, and termination of the relevant telecommunication carriers business.
  
  The products sold on PropertyRoom.com, such as the product in question, are typically goods acquired by police and government agency and sold on PropertyRoom.com on their behalf. Product from these agencies are typically seized, recovered, lost, unclaimed, or may have been at one point reported stolen. 
  
  While PropertyRoom.com is generally unable to authorize returns on product sold in Untested-As-Is condition, the company has made an exception in this consumer's case and authorized a discretionary return in which the buyer (consumer) is responsible for returning the product at their cost for a refund of the winning bid amount minus a 15% restocking fee. 
  
  
  Item Condition Description: *******************************************************************************************
  
  PropertyRoom.com Company Info can be found at: **************************************************
  
  PropertyRoom.com Return Policy Articles: *******************************************************************
  
  PropertyRoom.com Return Policy with regard to discretionary returns: ****************************************************************************************

  Customer Answer

  Date: 08/23/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:07/17/2023

  Type:Product 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 ordered multiple items from this site and it has all been junk. Night vision goggles were fake. The lights on the headlights never worked not tome tikn they were dirty from being used. The jewelry was just costume jewelry. They described it as 18K gold with a stone and then “over bronze” I found out this just means gold plated. I had never heard of this phrase before. They overcharged postage. They charged over $12 for an envelope that only needed a first class stamp. I ordered 5-6pieces of jewelry that all could have fit in the same envelope for less than $12 instead of charging me over $60 I. Postage. They were all mailed the same day. Just a big rip off, the whole thing.

  Business Response

  Date: 07/17/2023

  In response to the complainant's Desired Settlement: "No further contact by the business", PropertyRoom.com will not contact this buyer again.
  

• Initial Complaint

  Date:06/22/2023

  Type:Delivery 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.

  On 5/29/23, I won an auction for a ************ Polisher 6-inch 2 Handle Grip. My Winning Price:$10.00 with Shipping & Handling Fee:$19.95 + Sales Tax, brought my total to $32.42. I have emailed PropertyRoom twice to ascertain where my shipment is and never received even a courtesy email back from them.
  
  I did receive a tracking number, but as you can see, it goes nowhere and provides nothing. It was certainly never used to mail my winning bid, as I have yet to receive it.
  
  Latest Update
  A shipping label was prepared for your item at 1:20 pm on May 31, 2023, in MIAMI, FL 33181. USPS does not have the package yet; contact the shipper or shipping partner with any inquiries.
  
  USPS Awaiting Item, Shipping Label Created
  MIAMI, FL 33181
  May 31, 2023, 1:20 pm
  
  Since I have never received an answer to my two inquiries or the product I purchased, I would like my money back in full. PropertyRoom at best Property Room is negligent in their communication and could care less about their customers. At worst Property Room is providing fraudulent sales they have no interest or intention of finalizing.

  Business Response

  Date: 06/23/2023

  Customer has been provided responses to their queries and it is suggested this customer check their emails as well as their card issuing bank for the refund as it was processed.
  
  The package was mailed but became lost and as such the customer was issued a full refund of $32.42 on 6/15/2023. 
  
  The customer contacted PropertyRoom.com on 6/8/2023 under email subject line: ************ Polisher 6 inch 2 Handle Grip Listing: ******** Item: 5725 *** 1. Ticket reference ****** and was provided follow-up. See attached.
  
  The customer contacted PropertyRoom.com again June 19, 2023 under subject line: FAILURE TO DELIVER ITEM WON. Ticket reference ****** and was provided a follow-up to their case. See attached.
  
  Customer claims of negligence and fraudulent sales is completely false. The customer's case was resolved to the best of the Company and merchant's ability. 

  Customer Answer

  Date: 06/26/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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.

  I was informed an item I purchased was being shipped to a FedEx hold location, but was not informed when it was ready to be picked up or that it was to be returned and I was to be required to pay for shipping again. I feel it should not be the customer's responsibility to track an it's movement without any notification of delivery or that the item is available for pickup. If they reviewed these notices, they should pass them along to their customers. If they don't, the shipping should be conducted through a company that is able to provide this basic info. I request to be reimbursed the shipping fees.

  Business Response

  Date: 04/10/2023

  PropertyRoom.com will not be reimbursing this buyer for any of the shipment fees. As a matter of fact, as a courtesy, the company is waiving the reshipment fees typically charged when packages are returned and reshipped..
  
  Previously in March 2022 the buyer was assigned a FedEx Hold location address for delivery on high value shipments. On March 24, 2023 the user was provided a notification advising shipment of their orders to: "
  The delivery address and tracking is provided below:
   **** ********* ** ******** ***** ******** ***** 
  Tracking #- ************ "
  
  Tracking is also available in the order details accessible in the user account. It is the user's responsibility to track their purchases. As the buyer failed to pick up their shipment from their assigned delivery location, the package was returned. At the buyer's request, the package is being reshipped to their desired home address, at no additional charge.
  
  The user and the Better Business Bureau can review PropertyRoom.com's shipping guidelines, with respect to section 8.
  
  *********************************************************
  8.    For orders and combined shipments containing product valued at $1000.00 and above: PropertyRoom.com.com may opt for shipment to an authorized carrier hold location to ensure secure delivery. * In such cases, PropertyRoom.com will notify the winning bidder to determine appropriate carrier hold location.

  Customer Answer

  Date: 04/11/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******